Business Commons^™

Examining The Relationships Between Innovation, Quality, Productivity, And Customer Satisfaction In Pure Service Companies, Dongjun Rew, Joo Y. Jung, Steve Lovett

Management Faculty Publications and Presentations

Purpose – This study investigates the relationships between innovation, quality, productivity, and customer satisfaction in pure service companies. Previous studies have shown a negative relationship between quality and productivity in services. However, we argue the two can be positively related when innovation is present.

Design/methodology/approach – We develop and test our hypotheses using secondary data from COMPUSTAT, KLD STAT, and the American Customer Satisfaction Index (ACSI). We test our hypotheses using ordinary least squares regression and conduct additional testing using path analysis.

Findings – The findings show that quality and productivity are positively related when innovation is present in pure …

Interior Design In The Workplace, Bryce Cindrich

Marriott Student Review

While people generally spend much of their time in their home, time spent in the workplace is usually a close second. Why should people care less about how their office is set up than their home? A well-designed interior at the workplace can help promote employee productivity and support their well-being, build a sense of community, improve team collaboration, and attract and retain talent.

Health Is Wealth: The Correlation Of Wellness Programs & Productivity In Canada And The U.S., Madeline Wert

Business and Economics Summer Fellows

Does health impact the productivity of workers? Are there differences between the U.S. and Canada? Firms both in Canada and the U.S. deal with issues of presenteeism and absenteeism. Presenteeism is when an employee shows up to work but they are distracted by their own or a family member’s health issue. One response to reduce presenteeism and absenteeism are workplace wellness programs. Workplace wellness programs are facilitated programs by a firm to promote the health and wellbeing of their employees, which benefits the employer and the employees. There are additional incentives for U.S. employers to implement workplace wellness programs as …

Presenteeism, Megan Paul

Umbrella Summaries

What is presenteeism? Presenteeism is not simply a matter of attending, or being physically present, at work. Rather, it refers to going to work while ill and, in some cases, also includes the concept of lost productivity as a result (Johns, 2010; McGregor, Sharma, Magee, Caputi, & Iverson, 2017). Unlike absenteeism, which can be measured through personnel records, presenteeism is measured by employee self-report via surveys or interviews. For the more limited definition (going to work ill), employees are asked whether or how often in the past they showed up to work when they were sick and should have taken …

Examining The Relationships Between Innovation, Quality, Productivity And Customer Satisfaction In Pure Service Companies, Dongjun Rew, Joo Jung, Steve Lovett

Faculty Publications - College of Business

Purpose – This study investigates the relationships between innovation, quality, productivity, and customer satisfaction in pure service companies. Previous studies have shown a negative relationship between quality and productivity in services. However, we argue the two can be positively related when innovation is present.

Design/methodology/approach – We develop and test our hypotheses using the secondary data from the COMPUSTAT, KLD STAT, and the American Customer Satisfaction Index (ACSI). We test our hypotheses using ordinary least squares regression and conduct additional testing using path analysis.

Findings – The findings show that quality and productivity are positively related when innovation is present …

Estimating The Benefits And Costs Of Forming Business Partnerships, Jungho Lee

Research Collection School Of Economics

I estimate a matching model of business‐partnership formation to quantify the relative importance of productivity gains, financing gains, and the coordination failure of effort provision (moral hazard) among partners. Productivity gains account for 61% of the gain from the observed partnerships. For partners in the first quartile of the wealth distribution, however, financing accounts for 93% of the gain. The cost of moral hazard corresponds to 42% of the entire gain from partnerships. A loan policy specifically targeting partnerships is less effective in improving welfare than a conventional loan policy that provides loans to individual entrepreneurs.

Examining The Impact Of It Investment On Insurer Productivity: A Bootstrapped Malmquist Frontier Analysis Approach, Jee Yuen Yew

Dissertations and Theses Collection (Open Access)

This paper attempts to examine productivity changes of insurance companies in Singapore as represented by bootstrapped Malmquist indices, generated from a data envelopment analysis (DEA)-based frontier analysis, and attribute these changes to an increasing investment in information technology infrastructure and equipment, and increasing investment in staff enhancement. Through this analysis, the author finds that there has been a general increase in productivity and efficiency from 2011 – 2017, as seen from changes in the kernel density functions of productivity change between the two periods. The author also finds, through running a panel tobit regression model, that there is a positive …

Flexibly Serving A Finite Number Of Heterogeneous Jobs In A Tandem System, Yun Fong Lim, Bingnan Lu, Rowan Wang, Wenjia Zhang

Research Collection Lee Kong Chian School Of Business

Many manufacturing and service systems require a finite number of heterogeneous jobs to be processed by two stations in tandem. Each station serves at most one job at a time and there is a finite buffer between the two stations. We consider two flexible servers that are cross-trained to work at both stations. The duration for a server to finish a job at a station is exponentially distributed with a rate that depends on the server, the station, and the job. Our goal is to identify an efficient policy to dynamically assign the servers to the stations such that the …

Make More, Work Less, Michael Sutton

Marriott Student Review

Although the status quo in the business world is to work long hours and supposedly produce more each workweek, studies show that working less and taking appropriately regulated breaks actually lead to more productivity in individuals and businesses as a whole. Specifically companies would be wise to implement a limit of 50 work hours per week, encourage frequent breaks (about 15 minute every hour), and encourage patterns of sufficient sleep. By reducing mental fatigue in your employees, their productivity will increase.

Investigating The Effects Of Tax Cuts On Capital Expenditures As An Alternative To Restore The United States Economy From The Covid-19 Pandemic, Carlos M. Parodi

Honors College Theses

The Corona Virus has interrupted several years of strong economic expansion in the United States. In fact, it has disrupted the lives of every single person and organization in the world. After reaching its peak in mid-April, the rate of cases and related deaths has finally started to slow down. The U.S. Government passed three different pieces of legislation to address the effects of the virus. It is now considering legislation (referred to as Phase IV) to accelerate the return of the U.S. economy to its pre-pandemic level. Studies have shown that capital expenditures have been essential during periods of …

What Happens In Savannah Shouldn’T Stay In Savannah, Dean Luethi

Academic Chairpersons Conference Proceedings

Each of us attend conferences with the best intentions of learning something new and utilizing this knowledge when we return to our routine. We often fall short. Participants will discuss strategies to integrate their newfound knowledge into their lives back home and make a plan to actualize that desire.

Integrity Tests, Michael Cunningham, Megan Paul

Umbrella Summaries

What are integrity tests? Employee integrity tests are attitude self-report hiring tools that measure candidates’ disposition to productively perform their work, while refraining from counterproductive actions. Counterproductive actions include behaviors such as theft; safety and procedure violations; revealing confidential information or falsifying records; arguing with customers, clients and staff; and tardiness, absenteeism and job abandonment (Gruys, as cited in Sackett, 2002). There are many commercially available integrity tests, and they are often classified as either overt or personality based (Sackett, Burris, & Callahan, 1989). Overt integrity tests (also known as clear-purpose tests) are designed to directly assess attitudes regarding dishonest …

Does An Information Technology Investment Contribute To Company Performance: A Further Examination Of The Productivity Paradox, Marc D. Sollosy, Ricky J. Weible

Management Faculty Research

This article continues the discussion examining IT’s contribution on firm performance. Byrnjolfsson (1993) identified what is known as the “productivity paradox” and posited a number of reasons for it. Carr (2003) added fuel by suggesting IT is ubiquitous and provides no significant firm advantage. This study does identify that industry type and size matters. Utilizing the position of CIO, or similar, as a proxy for IT emphasis, the study finds that non-IT intensive organizations, with annual sales less than $101million do achieve performance advantages over firms without an IT emphasis. The implication being that the debate is far from over.

Artificial Intelligence: A Diffusion Of Innovation View Of The Manufacturing And Health-Care Industries, William T. Rupp

Atlantic Marketing Association Proceedings

No abstract provided.

Growing Dynamisms' Of Business And Technology/ Global Perspective, Saravanan K., N. Muthu Ph.D

International Review of Business and Economics

Technology is the essence of change in business and society. In this paper we can learn about technology, its characteristics, its historical phases and how innovation is fuelled today. Technological advances in the modern world have created new business opportunities. Leverage advanced tools to rise above the competition. Technology has revolutionized the way companies conduct business by enabling small businesses to level the playing field with larger organizations. Businesses nowadays, whether it is big or small, also rely on the help of technology.Mostcompaniesdepends their daily operations on the use of technological innovation such as computers, internet connection, printers, applications, and …

Principales Factores Que Inciden En El Desarrollo Empresarial De Las Mipymes Del Sector Calzado, En La Localidad Antonio Nariño En La Ciudad De Bogotá, Luis Alejandro Álvarez Moncada, Javier Felipe Giraldo Acosta

Finanzas y Comercio Internacional

El sector calzado ubicado en la localidad de Antonio Nariño en la ciudad de Bogotá conglomera gran parte de la fabricación y distribución de calzado en el país, por lo cual esta investigación tiene como objetivo identificar los principales factores que inciden en el desarrollo empresarial de las pymes de la localidad de Antonio Nariño de la ciudad de Bogotá. Este documento analiza las principales problemáticas que afectan el sector calzado en la localidad Antonio Nariño, esto se hace mediante la indagación a expertos y encuestas estructuradas a microempresarios, para hallar los factores que están afectando las pymes Este análisis …

Leadership Strategies To Maintain Hospital Business Office Productivity During A Merger, Scott Alan Hughes

Walden Dissertations and Doctoral Studies

In 2017, healthcare system mergers in the United States set a record with 115 deals made and 11 involved sellers with net revenue of at least $1 billion; however, it is common for hospital business office productivity to suffer during a merger. Grounded in the theory of business process re-engineering, the purpose of this qualitative single case study was to explore strategies hospital leaders in the southeastern United States used to maintain business office productivity as they completed a merger. A review of documentation from archival records supplemented in-depth interviews with 7 purposively selected hospital leaders. Yin’s 5-step analysis guided …

The Relationship Between Program Leadership, Resident Physicians’ Wellbeing, And Quality Of Care, Fatima Msheik

Walden Dissertations and Doctoral Studies

Research studies have shown that organizational leadership and support affect organizational outcomes in many sectors, including healthcare. However, less is known about how organizational leadership influences the quality of patient care by physicians. This study was guided by the perceived organizational support theory and leader-member exchange theory that provide general understanding of how supportive leadership influences staff wellbeing and productivity. Ninety-five resident physicians residing in Lebanon participated in this cross-sectional study and completed an online survey, which consisted of demographics and five tools, namely, the Leader-Member Exchange 7, Perceived Organization Support 8, Maslach Burnout Inventory 7, Utrecht Work Engagement 9, …

Employee Engagement And Job Satisfaction’S Impact On Productivity In The Distribution Industry, Jessica Copeland

Walden Dissertations and Doctoral Studies

Productivity deficiencies in distribution services are detrimental to profitability, annually causing billions of dollars in reporting losses industry-wide. Understanding employees’ motivating factors in meeting metric-based expectations is essential to enhancing overall performance. Grounded in the motivation-hygiene theory, the purpose of this correlational study was to examine the relationships among employee engagement, job satisfaction, and productivity within the distribution industry. Electronic survey data were analyzed for 47 participants who completed the Mensah Employee Engagement Survey, Mensah Job Satisfaction Survey, and Utrecht Work Employee Engagement Survey. The results of the multiple linear regression were significant, F(2, 44) = 36.84, p = .001, …

Achieving Effectiveness And Innovation In U.S. Public Organizations Through Ability-Enhancing And Opportunity-Enhancing Soft/Commitment High Performance Work Practices, Kingshuk Saha

Open Access Theses & Dissertations

It is well-established in the management literature that HPWPs improve productivity in the private sector. But does HPWPs work in the public sector? A thorough literature search revealed only 45 HPWPs studies done in the public sector. The first purpose of this Dissertation is a thorough literature review of these 45 studies. Out of these 45 studies, only 12 had samples obtained from the U.S. Hence, it can be argued that there is much to be discovered about HPWPs in the U.S. public sector. The second purpose of this Dissertation is to categorize HPWPs in the U.S. public sector based …