Business Commons^™

Exploring Knowledge Loss In The Contact Center: Key Loss Areas, Contributing Factors, And Performance Metric Implications, Elizabeth M. Herman

Walden Dissertations and Doctoral Studies

Knowledge loss, or organizational forgetting, is often overlooked in knowledge management frameworks, yet it costs organizations money, personnel, efficiency, and customer service. The purpose of this mixed model case study was to understand, using a model of forgetting as the conceptual framework, where and why loss occurred and to examine performance implications. An inbound telephone contact center was studied because of prolific changes in that industry regarding knowledge complexity and performance. The researcher interviewed 20 participants, observed 63 calls, and reviewed 3 months of performance data including average handle time, first call resolution percentages, and time spent on after call …

Leadership As Role And Relationship In Social Dynamics: An Exploratory Study Seeking A Leadership Archetype, Brian W. Bridgeforth

Walden Dissertations and Doctoral Studies

Previous research on leadership as archetype considered archetype as metaphor and not as it is understood in other literatures as a collectively accepted and defined role within and across cultures. Archetypical theories are posited as useful because they help us understand universal aspects of human behavior; however, empirical research demonstrating archetypical thinking and behavior remains rare. Accordingly, this phenomenological study investigated whether a leadership archetype exists as a shared cognitive template and if so, what characteristics define it. The theoretical framework used to examine the phenomenon of leadership combined leadership theory, philosophy of the mind, Jungian psychology, social constructionist theory, …

Can Information Systems Foster Emotional Intelligence? A Design Theory-Based Approach, Richard J. Burkhard, Thomas A. Horan, Brian N. Hilton, Michael Leih

Journal of International Technology and Information Management

Researchers in Information Systems (IS) have conducted extensive research into various kinds of collaboration systems over the last twenty-five years. A parallel stream of inquiry in psychology and management has developed research in organizational Emotional Intelligence, which contributes to the effectiveness of group interactions by increasing cooperation and reducing conflict. Collaboration systems present a special opportunity to introduce soft management functions such as Emotional Intelligence because they are designed as an intelligent channel of interaction between group members. This research used an Information Systems Design Theory approach to guide the integration of Emotional Intelligence functions into collaboration systems. Two artifact …

Business Risks: When Is Fails To Detect Circumvention Activities, Stanley X. Lewis Jr., J. Scott Magruder, Eddy J. Burks, Carl Smolinski

Journal of International Technology and Information Management

A business must recognize and address various risk factors when establishing and maintaining its information system. The overall risk to management is that the control environment does not protect proprietary business data and the financial reporting system that produces financial statements and other information used by investors, creditors and regulatory agencies. These risks require that management implement efforts to ensure the integrity and effectiveness of control procedures over business activities while being aware of additional system issues such as failing to adequately consider other risks which are more business-oriented including the risk of failing to prevent or detect fraudulent or …

The Joint Impact Of Brand Value And Advertising On Corporate Financial Performance And On Stock Return: A Case Study Of The Computer Industry, Alladin O. Ukiwe

Walden Dissertations and Doctoral Studies

Firm's advertising and marketing expenditures do not always translate to measurable financial returns. Understanding brand value appropriation and financial consequences of advertising is important for more focused investments in branding and marketing. This quantitative study sought to understand the joint effects of advertising expenditure and brand value (BV) on firms return on assets (ROA) and on stock return (SR) in the computer industry. The theoretical framework of the study was the resource-based view theory that proposes that the intangible assets of a corporation have a direct relationship to its ability to sustain its competitive advantage. The key research question involved …

Eagle Executive Magazine, Georgia Southern University

College of Business: News & Publications

• Welcome, Dr. Brooks A. Keel ! ! !
• The Grube Era
• COBA Offers First Ph.D. at Georgia Southern
• A message from Dean Shiffler
• Sibbald Heads BBRED
• 2009 scholarship recipients
• Georgia Society of CPAs Presents Chair of AICPA
• Students Meet Textbook Author
• COBA’s Student Advisory Board
• COBA Golf Tournament
• From the Director
• Georgia WebMBA®
• MAcc Update
• Greg Van Zant
• Alumni in the spotlight
• Faces of Homecoming 2009
• COBA Welcomes New Faculty & Administrators
• New Toys “R” Us Partnership
• The Princeton Review Listing
• Eagle FastPitch
• Georgia Trend’s “40 under 40”
• White Collar Crime Lectures
• Eagle Executive Society Members
• 2009 Professor for a …

The Intersection Of Punctuated Equilibrium And Leadership Emergence Within The Framework Of Naturalistic Decision Making, Linda Moerschell

Walden Dissertations and Doctoral Studies

Punctuated equilibrium, a theory of unexpected and sudden change arising out of evolutionary biology and paleontology, has been applied to decision sciences, physics, organizational theory, and group behavior but never to leadership emergence theories. The purpose of the study was to discover how leadership emerges during a period of punctuated equilibrium, a sudden and unexpected change event, using a naturalistic decision making framework. Thus, the research question probed how leadership emergence could be theoretically modeled in a critical event. This grounded theory study was particularly unique because it drew from, and helped unify the four scientific foundations of complexity science, …

Making The Leap To Management: Tips For The Aspiring And New Manager, Femi Cadmus

Faculty Scholarship

As the result of innate ability, a fortunate few are able to effortlessly transition from line positions. However, most of us need to plot the path to management astutely and with deliberation. Library professionals might also become "accidental" managers, finding themselves thrust into an unplanned and perhaps unwanted managerial position for which they were not prepared. This is particularly true in the current climate of constrained budgets characterized by restructuring, job freezes, and layoffs.

Jewish Family Service Employee Development Plan, Brenda Bothel, Karen Gould, Dorothy L. O'Hagan

Human Resource and Volunteer Management

Working as consultants on behalf of the USD Nonprofit Leadership program, Brenda Bothel, Dorothy O’Hagan, and Karen Gould partnered with Jewish Family Service (JFS) in San Diego, California to redesign and implement a new employee performance evaluation process. The following pages document the steps taken and research used by the USD consulting team in order to come up with a new employee evaluation process for JFS which will be referred to as the Employee Development Plan.

December 2008, Inland Empire Business Journal

Inland Empire Business Journal

Columns

Executive Time Out..................................2

Editorial....................................................6

Opinion ....................................................6,15

Motivation .................................................6

Investments and Finance ............................9

Management. .............................................10 & 27

Real Estate Notes........................................11

The Lists:

Inland Empire's Top Luxury Auto Dealers ............ 13

Business Brokerage Firms Serving the Inland Empire ... 26

Close-Up. .....................................................20

Commentary ................................................ 25

Corporate Profile........................................... 28

Restaurant Review.........................................34

Computers.......................................................36

Manager 's Bookshelf. .................................... 38

New Business Lists:

County of San Bernardino .............................. 40

County of Riverside..........................................41

Inland Empire People and Events......................43

The Un-comfort Zone..................6

Focus Like Tiger Woods..................7

From Hunting to Hired.....................16

Five Fatal Business Mistakes You Don’t Know You’re Making.........18

What is to Blame for the Mortgage Crisis..................30

November 2008, Inland Empire Business Journal

Inland Empire Business Journal

Columns

Investments and Finance………........9

Real Estate Notes……………........12

Management…………………….......14 & 15

Commentary………………..........17

Close-Up ...........................................18

The Lists:

Inland Empire's Largest Office Projects ..............27

Mortgage Lenders Serving the Inland Empire.........29

Fastest Growing Companies in the Inland Empire.....32

Corporate Profile...............................34

Restaurant Review..............................35

Computers .......................................37

Manager's Bookshelf ...............................38

New Business Lists:

County of San Bernardino ..................40

County of Riverside..............................41

Inland Empire People and Events...........43

Executive Tune Out...............................44

“Get out of the Box” .................................................10

Staying Calm Amid the Tempest of Change............14

Business Etiquette for the Upcoming Holidays.........15

Bank Account Insurance is Temporary....................19

A Victorville Inland Port is “Inevitable”…...............25

October 2008, Inland Empire Business Journal

Inland Empire Business Journal

Columns

Commentary .................................7

Investments and Finance...............9

Executive Notes............................12

Sales .............................................13

Real Estate Notes .........................15

Management. ................................18

The Lists:

Copier, Fax and Business Equipment Retailers

In the Inland Empire...................17

Interconnect/Telecommunications Firms

Serving the Inland Empire ..........20

Internet Service Providers Serving the

Inland Empire...............................20

Long Distance Companies Serving the

Inland Empire……………….......29

Computers.....................................27

Corporate Profile...........................34

Wine/Restaurant Review...............35

Executive Time Out. .....................43

Manager's Bookshelf .....................38

County of San Bernardino..............40

County of Riverside .......................41

Creating an Open Climate for Communication.......11

Go for the Gold: Winning sales Lessons from the Wide World of Sports.......13

New Technology and Medical Breakthrough at Pomona.......16

The Fourth Quarter fix for …

September 2008, Inland Empire Business Journal

Inland Empire Business Journal

Columns

Close-Up ... 6

Corporate Profile..................................7

Planning.................................................8

Investments and Finance......................9

The Lists:

Golf Courses in the Inland Empire.....11

Largest Banks in the Inland Empire...20

Inland Empire's Largest Hotels ..........27

Sales .......................................................12

Executive Notes......................................14

Computers..............................................16

Management. .........................................18 & 28

Commentary...........................................19

Real Estate Notes....................................31

Restaurant Review ................................37

Manager's Bookshelf. ...........................38

New Business Lists:

County of San Bernardino.....................40

County of Riverside................................41

Inland Empire People and Events. . . . . . . . . . . . . . . . . . . . . . . . . . 43

Executive …

August 2008, Inland Empire Business Journal

Inland Empire Business Journal

Columns

Corporate Profile ...............................8

Investments and Finance ....................9

The Lasts:

Inland Empire's Largest Employers....11

Substance Abuse Programs ................22

Messenger/Courier Services Serving the Inland Empire…....29

Sales ..................................................12

Management.......................................13 & 17

Commentary......................................26

Computers..........................................28

Executive Note...................................29

Close-Up ............................................31

Real Estate Notes................................34

Calendar ..............................................35

Restaurant Review...............................37

Manager's Bookshelf...........................38

New Business Lists:

Count) or San Bernardino.........10

County or Riverside .............................11

Executive Tame Out..................44

Effectively Manage Your Multi-Tasking Day...............3

Communication! Communication! Communication! The

Most important key to success in business leadership.......6

Special Report.........................................7

The small business Administration on the SBA............8

More Myths About Multicultural Customers.................12

Are your success Pillars in Balance? ..............................16

July 2008, Inland Empire Business Journal

Inland Empire Business Journal

Columns

Commentary/Opinion.......................6

Management………………….........7

Investments and Finance...................9

Marketing..............................................12

Computers/Technology......................13

The Lists:

SBA Lenders Serving the Inland Empire............ 10

Stall Leasing Companies Serving the Inland Empire ….16

Certified Public Accountants Serving the Inland Empire …18

Commercial Printers Serving the Inland empire ............26

Ad Agency~ & Public Relations Firms..................27

Business & L1ability Insurance Agencies............32

Sales......................................................................30

Real Estate Notes ..............................34

Restaurant Review.............................35

Manager’s Bookshelf.........................38

Country of San Bernardino…............40

County of Riverside...........................41

Inland Empire People and Events…..43

Executive Time Out...........................44

Marketing: Six Reasons Why Face-to-Face Trumps

Mass Marketing………………………………..12

What's in a Name? Everything! 5 Rules to Help You

Remember………………………………………..15

The Seven Failures of Business Growth…………17 …

Leveraging On Knowledge Management Approach For Effective Risk Management In Building Projects, Faisal Manzoor Arain

Business Review

This paper aims to introduce a new approach utilizing knowledge management to simplify the process of risk management, so as to enhance the knowledge sharing and promote its application in the construction industry. Decision making is a significant characteristic that occur in each phase of a project. Often, these decisions will, or can affect the other tasks that will take place. To achieve an effective decision making process, project managers and the other personnel of one project need to have a general understanding of other related or similar past projects. Risk management is important to support decision making at the …

June 2008, Inland Empire Business Journal

Inland Empire Business Journal

Columns

Computers technology ................................ 6

Close-Up ....................................................... 8

Investments and Finance ............................... 9

Commentary/Opinions .................................. 11

Real Estate Notes .......................................... 12

Motivation ..................................................... 13

Management.....................................................17 & 27

The Lists:

Hospitals Serving the Inland Empire ............. 18

Top Health Care Medical Clinics in the Inland Empire.... 26

Savings & Loans m the Inland Empire ..........32

Motorcycle Dealers in the Inland Empire…….32

Marketing ........................................................19

Corporate Profile ............................................ 25

Sales ............................................................... 30

Executive Notes .............................................. 34

Restaurant Review ........................................... 37

Manager's Bookshelf. ....................................... 38

New Business Lists:

County of San Bernardino ................................ 40

County of Riverside ..........................................41

Executive Time Out. ........................................ 44

Six …

The Appreciated Sector: Public Confidence In San Diego County Nonprofit Organizations, Lindsey M. Mcdougle, Laura Deitrick, Pat Libby, Robert Donmoyer

State of Nonprofits and Philanthropy in San Diego

Do San Diegans have confidence in the nonprofit sector? How are you affected as a nonprofit leader? Read the results on the most comprehensive survey ever conducted on this topic!

Israel's Tourism Industry: Recovering From Crises And Generating Growth, Stefanie Levit

Honors College Theses

In many countries tourism is a vital component of the economy and is an industry in which the home country is proud to show itself off to visitors. Israel is one country in which the tourism industry is still developing and has yet to reach its capacity for visitors. The economic role of tourism in Israel has not always been a major one but over time the industry has grown and become a significant source of revenue. Despite its small size, Israel is home to hundreds, if not thousands, of tourist destinations and activities. Israel's rich past combined with the …

May 2008, Inland Empire Business Journal

Inland Empire Business Journal

The 2008 State of San Bernardino County

Computers/Technology

Motivational: Empower yourself through any setback

Investments and Finance

Commentary - Opinion

Customer Service

The Lists: Dental Plans

Real Estate Notes

Management: Lead Through Listening

The Lists: Law Firms Serving the Inland Empire

The Lists: Environmental Companies

Restaurant Review

Retain your best workers: how to recognize the stars in your company

Management: Five steps to build credibility: shed the superman cape

The Lists: Employment Services/Agencies

Beyond Spellcheck - - - Find costly and embarrassing mistakes in every document you write!

Manager’s Bookshelf

New Business Lists: County of San Bernardino

New Business Lists: …

April 2008, Inland Empire Business Journal

Inland Empire Business Journal

Motivation through mission

Investments and Finance

Economic Review and Forecast: The California Report: Uncharted Waters

Commentary - Opinion

Sales: Six business trends every salesperson must know

Real Estate Notes

Management: Recession survival guide for business

The Lists: Meeting Facilities

The Lists: Visitors and Convention Bureaus

The Lists: Top Travel Agencies

Computers/Technology

The Lists: Indian Gaming Facilities

RedFusion media wins five ADDY awards

Executive Notes

Restaurant Review

Manager’s Bookshelf

New Business Lists: County of San Bernardino

New Business Lists: County of Riverside

Executive Time Out

Small Business Success: What Works And What Fails, Scott Decker

Undergraduate Theses and Capstone Projects

Small Business Success: What You Need to Know. The owners of eight successful new businesses (successful defined as at least four years old and owner perceived) were interviewed, as well as the former owners of four unsuccessful businesses. The study showed that while planning can help your business, implementation is the fundamental component of small business success. This study was undergone to help create a link between what students learn in businesses classes, which is primary focused on working for a large company, and what people do in the entrepreneurship field.

March 2008, Inland Empire Business Journal

Inland Empire Business Journal

How to overcome the 10 biggest mistakes in decision making

Investments and Finance

Management: Unlock the power and potential of your team: 5 secrets to empower your people and become a better leader

Commentary - Opinion

Close-Up

Negotiation: Why some cultures have to negotiate

Sales: Do you provide world-class service?

Real Estate Notes

How to help any employee go from chump to champ! Four steps to coaching a personal quantum leap

Executive Notes

The Lists: MBA/Executive Programs in the Inland Empire

Corporate Profile

The Lists: HMOs and PPOs Serving in the Inland Empire

The Lists: Largest Residential Real Estate Builders …

January 2008, Inland Empire Business Journal

Inland Empire Business Journal

Brilliant Branders and Wolf Criers: Five Companies Who

Knowthe Importance of the Ultimate Customer Experience

(And Six More Who Haven't Learned the Lesson) 10

Computers/Technology: A Farewell to the Boob Tube 13

Overcome a Talent Shortage: Create a Gen-X Friendly

Workplace to Retain Key Talent 14

Corporate Profile: A Tasty Growth Market in the Inland Empire 23

Storm Clouds on Horizon in 2008: Calm Seas of Workers' Compensation Threatened 28

If People Love You, They Give You More Money: The Undisputed Secret of Repeat Business 30

Ethical And Managerial Implications Of Internet Monitoring, Andra Gumbus, Frances Grodzinsky

WCBT Faculty Publications

As Internet use pervades our personal and professional lives, organizations have become increasingly concerned about employee use of the Internet for personal reasons while at work. This has prompted the restriction of the Internet or the limitation of the Internet during work hours. Monitoring of employee Internet and email is another result of this trend. Legitimate business functions such as employee performance appraisal and progress toward goals are served by monitoring. However, poorly designed and communicated monitoring practices can be negative and have perverse effects on employee morale and productivity. Monitoring of employees erodes trust and may be considered an …

Eagle Executive Magazine, Georgia Southern University

College of Business: News & Publications

• President Grube achieves goals...
• The Jane White Marketing Scholarships
• A message from dean Shiffer
• SAP Certification Planned for COBA Grad Studies
• The Becker CPA Review
• CIT Advisory Board Meets
• Verdict: Taking a Real World Approach
• New IS Minor
• Farewell from the Director
• WebMBA® Offers Opportunity
• MBA in the Spotlight
• MBA in the City
• Alumni in the spotlight
• The Center for Entrepreneurnial Leadership
• SOA Professor Certified
• WTOC Economic Crisis Forum
• MAcc Tax Research in Tampa
• COBA welcomes new faculty
• 2008 facts & figures
• Eagle Executive Society Charter Members
• Alumniville

Is Identical Really Identical? An Investigation Of Equivalency Theory And Online Learning, Ruth Lapsley, Brian Kulik, Rex Moody, J. B. (Ben) Arbaugh

All Faculty Scholarship for the College of Business

This study investigates the validity of equivalency theory among 63 students by comparing two introductory upper-division human resource management courses: one taught online, the other in a traditional classroom. Commonalities included same term, same professor, and identical assignments/tests in the same order, thus allowing a direct comparison of course outcomes. MANCOVA results supported equivalency theory, and further suggest that the online learning pedagogy may be superior in its overall effect on student performance.

Agent-Based Modeling And Possible Implications On Management And Engineering Management, Ipek Bozkurt, Jose J. Padilla, Andres A. Sousa-Poza

VMASC Publications

Engineering Management (EM) is a discipline that takes pride in bridging two major fields, namely engineering and management. It is clear from any basic research conducted within this field that both engineering and management tools and paradigms need to be used jointly. A mixture that encompasses quantitative and qualitative research, as well as theoretical and empirical research is found in literature, making Engineering Management, as a discipline, very complex in nature. As this complexity evolves, so should the tools of the craft. It is interesting, however, to see that Agent-Based Modeling (ABM) as a tool or as a topic of …

Expanding Group Support System Capabilities From The Knowledge Management Perspective, Shin-Yuan Hung, King-Zoo Tang, Tsan-Chuan Shu

Journal of International Technology and Information Management

A group support system (GSS) is a computer-based system that enables people in different places to discuss and make decisions on connected computers. Expanding GSS capabilities from the knowledge management perspective is believed to significantly improve the performance and satisfaction of group meetings. This study develops the organizational knowledge management process, proposed by Alavi and Leidner (2001), to expand the capabilities of a GSS. Additionally, a prototype system has been implemented. Finally, an experiment is conducted to evaluate the system and demonstrate its applicability and usability. Experimental results indicate that users perceive a web-based GSS with knowledge management capabilities to …

Project Management: Is/It Research Challenges, Debbie Tesch, Lewis R. Ireland, Julie Yu-Chih Liu

Journal of International Technology and Information Management

A major challenge in Information Systems and Information Technology is to improve the ability to conceptualize, design, develop and deliver information systems that meet customer requirements. Project management is often adopted to create solutions that work and meet customer needs. The principles of project management as defined by the Project Management Institute, can improve project success rates. Researchers in the project management need to help practitioners understanding the impact of different principles on the success of IS development. This study undertakes a survey of project management experts on the state of practice and research to examine the need for improving …