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Articles 19831 - 19860 of 149230
Full-Text Articles in Business
Developing A Governance Framework For A Commercially Successful, Inclusive, And Safe Metaverse, Hamady Dia
Developing A Governance Framework For A Commercially Successful, Inclusive, And Safe Metaverse, Hamady Dia
Walden Dissertations and Doctoral Studies
This study aimed to fill a significant gap in the literature on empirical research on the governance structure of the Metaverse. The purpose of this study was to describe Metaverse strategy and innovation management experts’ views on how business leaders and policymakers may collaborate on shaping a governance structure for the Metaverse. This study used a multiple case study design to collect data from a purposeful sample of eight Metaverse experts using a semistructured interview format. This study was framed by three key concepts: Rogers’s concept of diffusion of innovations, Ball’s concept of the Metaverse, and Fernandez and Hiu’s concept …
Nonprofit Administrator Strategies To Procure And Retain Long-Term Donors, Dr. Maxine Rolle
Nonprofit Administrator Strategies To Procure And Retain Long-Term Donors, Dr. Maxine Rolle
Walden Dissertations and Doctoral Studies
Abstract Nonprofit sector administrators inability to procure and retain long-term donors can result in reduced revenue and possible organization failure. Nonprofit administrators who lack strategies to procure and retain long-term donors can negatively impact organizational performance and success. Grounded in network theory, the purpose of this qualitative multiple-case study was to explore strategies nonprofit administrators use to procure and retain long-term committed donors to remain operable. The participants comprised four administrators of four separate nonprofit organizations in Fort Lauderdale, Florida who procured and retained long-term committed donors to remain operable for at least 5 years. Data were collected through semistructured …
Strategies For Revitalized Immigrant-Owned Small Businesses To Sustain Growth Following Emergencies, Goi Jooyul Yol
Strategies For Revitalized Immigrant-Owned Small Businesses To Sustain Growth Following Emergencies, Goi Jooyul Yol
Walden Dissertations and Doctoral Studies
AbstractThe COVID-19 pandemic revealed obstacles for immigrant small business owners (ISBOs) to sustain growth. ISBOs need strategies for growth sustainability following emergencies because United States immigrant-owned small businesses accounting for 28% of the main street businesses, declined by 36% in revenues between January to April 2020 due to the pandemic. Grounded in the entrepreneurial ecosystem framework and business continuity management model, the purpose of this qualitative multiple-case study was to explore strategies four South Dakota ISBOs used to revitalize their businesses to ensure sustainable growth after the COVID-19 emergency. Data were collected by conducting semistructured interviews and reviews of organization …
Business Sustainability Among Women Entrepreneurs In Ghana, Gabriel Yaw Asante
Business Sustainability Among Women Entrepreneurs In Ghana, Gabriel Yaw Asante
Walden Dissertations and Doctoral Studies
Women entrepreneurs in Ghana are not prepared for entrepreneurship and face individual and contextual barriers that include social, cultural, economic, political, demographic, institutional, and technological perceived support. Guided by the institutional theory, the purpose of this qualitative exploratory multiple case study was to explore business strategic information that women entrepreneurs in Ghana need to learn to make their business sustainable beyond 5 years. Ten successful women entrepreneurs from 5 industries in Ghana, who had the training, experience, and information on the causes of business failure and had applied that information to gain business sustainability beyond 5 years, were recruited. Data …
Learning From The Lived Experiences Of African American Senior Executives In Fortune 500 Organizations: A Transcendental Phenomenological Study Of Black Corporate Trailblazers, Otis G. Jarvis
Department of Conflict Resolution Studies Theses and Dissertations
African American Senior Executives (AASE) exist as a group of American citizens who hold senior management roles in Fortune 500 organizations. AASE members are responsible for decision-making in a diverse number of industries but represent a small group of leaders in Fortune 500 organizations. The purpose of this qualitative transcendental phenomenological study was to examine the lived experiences of AASE in a Fortune 500 organization in the United States. The qualitative study examined through semi-structured interviews the experiences of eleven senior executives in Fortune 500 organizations in the United States. This phenomenological study examined how the lived experience of each …
Medical Imaging Professionals Experiencing Workplace Interprofessional Conflict: A Phenomenological Study, Robert Carroll Moody
Medical Imaging Professionals Experiencing Workplace Interprofessional Conflict: A Phenomenological Study, Robert Carroll Moody
Department of Conflict Resolution Studies Theses and Dissertations
Workplace interprofessional conflict in hospitals presented serious concerns regardingpatient care delivery and hospital efficiency at the systemic level. Literature evaluating conflict in hospitals inconsistently defined interprofessional conflict and oversampled nurses and physicians in research studies. An unknown systemic factor was likely influencing interprofessional conflict between healthcare professionals. Complex systems theory, the theory of professions, and social conflict theories were utilized to organize the literature review and guide research design targeting allied health professionals and their lived experiences with interprofessional conflict. Medical imaging professionals were selected as a purposeful sample within the larger population of allied health. Interpretive phenomenology was used …
When Speaking Up Fails: Experiences Of Unsubstantiated Equal Employment Opportunity Allegations On The Workforce, Scottie Visser
When Speaking Up Fails: Experiences Of Unsubstantiated Equal Employment Opportunity Allegations On The Workforce, Scottie Visser
Department of Conflict Resolution Studies Theses and Dissertations
Many organizations have long encouraged employees to speak up about wrongdoing, promoting cultures of open communication to ensure just environments; however, each year a significant proportion of workplace allegations are deemed unsubstantiated as a result of various factors, such as lack of evidence, subjectivity, false claims, and investigative limitations. Because researchers have focused on substantiated claims and reasons for reporting, they have discovered little about either the experiences of employees who speak up and have their claims deemed unsubstantiated or the potential impacts of such outcomes. This interpretative phenomenological study involved exploration of the lived experiences of 10 employees who …
Auto-Exploited: Narrative Explorations Of The Commodification Of Time, Grace C. Willis Ms.
Auto-Exploited: Narrative Explorations Of The Commodification Of Time, Grace C. Willis Ms.
Graduate Theses/Dissertations
This thesis is an exploration of the phenomenon of the auto-exploitation of the modern individual through and in conjunction with the commodification of time. It explores the eruption of gig-work in recent decades in the United States, and the ways in which the modern individual is both consumer and product, buying and selling her own constructions of identity in order to gain time, fiscal currency and a sense of socioeconomic worth from herself and others. Using theoretical frameworks of Karl Marx, Michel Foucault, Judith Butler, Catherine Rottenberg and Byung-Chul Han, I explore the ways in which the modern individual is …
Disparities In Mental Health Technology Among African Americans: Breaking Cultural Inclusion Barriers, Nyoki Cosey-Brown
Disparities In Mental Health Technology Among African Americans: Breaking Cultural Inclusion Barriers, Nyoki Cosey-Brown
DSW Capstone Projects
Mental health technology is a healthcare delivery model of the future. The engagement in virtual healthcare was intensified when traditional healthcare methods were inaccessible during the federal restrictions implemented due to the COVID-19 pandemic. Utilizing digital apparatuses for healthcare improved the convenience, efficiency, and accessibility of various mental health services that were inoperable in past healthcare models. However, the historical constructs of stigma, discrimination, inequity, exclusion, and structural racism in mental healthcare were prevalent problems that remained present in virtual mental health platforms concerning the experiences of African-American patients and professionals who utilized the spaces.
This research explored mental health …
Technology As A Change Agent For Social Work Supervision, Hermaya Onunwor
Technology As A Change Agent For Social Work Supervision, Hermaya Onunwor
DSW Capstone Projects
The COVID-19 pandemic has had a critical impact on the social work profession, with social workers relying heavily on technology to deliver services. There have been concerns about the effectiveness of these evolved practices, and practitioners are questioning whether they are acceptable as emergency orders caused by the pandemic begin to lapse. To address these concerns, a systematic literature review was conducted to synthesize scholarly literature on the effectiveness of telesupervision in social work practice. This capstone project aims to provide valuable insights into the effectiveness of telesupervision in social work practice
When evaluating the training and development of social …
Exploring Mexican Attitudes Toward The Front Labeling System For Food And Beverages: A Twitter Analysis, Monica D. Hernandez, Edith Galy
Exploring Mexican Attitudes Toward The Front Labeling System For Food And Beverages: A Twitter Analysis, Monica D. Hernandez, Edith Galy
International Business and Entrepreneurship Faculty Publications
Recently, the Mexican government implemented a simple labeling system that would apply to 85% of the food products. The aim of the system is to report high amounts of calories, sugars, sodium, fats and trans fats. Labels are displayed on the front of the package individually or in groups. No studies have been conducted to analyze public attitudes toward the labeling system. In order to fill this gap, the purpose of the study is to conduct an exploratory analysis of the Mexican attitudes toward the new labeling system on Twitter. The Twitter API was used to collect tweets published between …
A Randomized Trial Of Behavioral Nudges Delivered Through Text Messages To Increase Influenza Vaccination Among Patients With An Upcoming Primary Care Visit, Mitesh S. Patel, Katherin L. Milkman, Linnea Gandhi, Heather N. Graci, Dena Gromet, Brigitte C. Madrian
A Randomized Trial Of Behavioral Nudges Delivered Through Text Messages To Increase Influenza Vaccination Among Patients With An Upcoming Primary Care Visit, Mitesh S. Patel, Katherin L. Milkman, Linnea Gandhi, Heather N. Graci, Dena Gromet, Brigitte C. Madrian
Faculty Publications
Purpose: To evaluate if nudges delivered by text message prior to an upcoming primary care visit can increase influenza vaccination rates.
Design: Randomized, controlled trial.
Setting: Two health systems in the Northeastern US between September 2020 and March 2021.
Subjects: 74,811 adults.
Interventions: Patients in the 19 intervention arms received 1-2 text messages in the 3 days preceding their appointment that varied in their format, interactivity, and content.
Measures: Influenza vaccination.
Analysis: Intention-to-treat.
Results: Participants had a mean (SD) age of 50.7 (16.2) years; 55.8% (41,771) were female, 70.6% (52,826) were White, and 19.0% (14,222) were Black. Among the interventions, …
Adaptation To Sport Retirement In Division I Student-Athletes, Andrea Cota Powell
Adaptation To Sport Retirement In Division I Student-Athletes, Andrea Cota Powell
Dissertations and Theses
This dissertation utilizes a mixed-methods design to explore adaptation to sport retirement among Division I student-athletes. Sport retirement is a major life transition that can elicit changes in support systems, identity crises, and feelings of loss, failure, and grief. Transitioning out of sport is a phenomenon that over 90% of collegiate student-athletes experience when their four years of NCAA eligibility expires. It is a phenomenon that all athletes experience at some point in their lives. To transition out of sports, one must adapt to post-sport life. Study one of this dissertation explored the phenomenon of occupational retirement through concept analysis …
A Model Of Build Back Better Utilization: Long-Term Recovery Groups And Post-Disaster Housing Recovery, Eduardo Landaeta, Jesse Richman
A Model Of Build Back Better Utilization: Long-Term Recovery Groups And Post-Disaster Housing Recovery, Eduardo Landaeta, Jesse Richman
Political Science & Geography Faculty Publications
Housing recovery, especially for vulnerable populations, can be a challenging process. Questions regarding whether to rebuild damaged housing and whether to restore it to its previous state or to build back better must be answered. In the United States, Long-Term Recovery Groups (LTRGs) play a crucial role in channeling assistance to vulnerable community members as they embark on housing recovery. However, the experiences of LTRGs have been understudied. To address this gap, the study utilizes interviews with a diverse range of LTRG members and develops an agent-based model following the Overview, Design concepts, and Details (ODD) protocol. The results highlight …
University Faculty Perceptions Of Mandatory Online Training As Related To Training Self-Efficacy, Motivation, And Utility, Tori Austin
Graduate Research Theses & Dissertations
Organizations spend millions of dollars training employees in ways to improve their skills –recently through mandatory professional development delivered virtually or through online asynchronous platforms. This research investigated how social exchange theory and self-efficacy theory inform faculty participants’ motivation to transfer such knowledge and skills from mandatory online trainings into their workplace practices. Faculty who had attended mandatory online training were asked to complete a 25-item survey about their motivation to transfer information from the training into their workplace practice as well as their perceived utility of training and their training self-efficacy. This study examined the extent to which motivation …
Smartphone Addiction And Cultural Dimensions, Murad Moqbel, Valerie Bertelt, Maliha Alam, Abdul Younus Shaik, Sevilla Montoya, Megan Larson
Smartphone Addiction And Cultural Dimensions, Murad Moqbel, Valerie Bertelt, Maliha Alam, Abdul Younus Shaik, Sevilla Montoya, Megan Larson
Information Systems Faculty Publications
Smartphone addiction is causing severe damage to individuals and societies alike. Previous studies have mainly focused on the effects of smartphone addiction, but they hardly focused on the cultural aspects leading to addiction. This study attempts to fill this void by shedding light on how Hofstede's four cultural dimensions, including 1) individualism-collectivism, 2) masculinity-femininity, 3) power distance, and 4) uncertainty avoidance, affect individuals' smartphone addictive behavior through the lens of attachment and coping theories. We offer suggestions for future research and practical implications based on these findings.
Signalling In Donation Crowdfunding: The Role Of Mixed Product And Ideological Bundling, Bright Frimpong, Emmanuel Wusuhon Yanibo Ayaburi, Francis Andoh-Baidoo, Xuan Wang
Signalling In Donation Crowdfunding: The Role Of Mixed Product And Ideological Bundling, Bright Frimpong, Emmanuel Wusuhon Yanibo Ayaburi, Francis Andoh-Baidoo, Xuan Wang
Information Systems Faculty Publications
Crowdfunding projects depend on signalling to demonstrate authenticity. However, literature on signalling has focused on investment and reward crowdfunding with lesser emphasis on donation crowdfunding. This study adopts the signalling theory and bundling concepts to explore the impact of two validation mechanisms on donation crowdfunding outcomes. Drawing from the literature on bunding and signalling, we investigate the impact of a mixed product bundling strategy (community pot mechanism) and ideological bundling strategy (thirdparty signalling) on donation project success. Based on data from Mchanga.com, our findings indicate that the mixed product bundling strategy positively influences project amount of funds raised and backer …
Age Diversity In The Hospitality Workplace, Cass Shum, Ankita Ghosh, Yunxuan (Carrie) Zhang, Yuang-Sheng (Ken) Chiu
Age Diversity In The Hospitality Workplace, Cass Shum, Ankita Ghosh, Yunxuan (Carrie) Zhang, Yuang-Sheng (Ken) Chiu
Hospitality Faculty Research
Because of the large number of available positions with low-skill requirements and delay of retirement age, the current hospitality workforce is at the peak of age and generational diversity. The current hospitality industry employs employees from four generations, including Baby Boomers, Generation X, Generation Y, and Generation Z. After briefly explaining the difference between age and generation, we first describe generational values and characteristics in this chapter. Next, we critically evaluate the benefits and disadvantages of having age-diverse teams. Finally, we focus on the talent management and leadership needed to manage employees from different generations.
Household Recycling Behaviour In Metropolitan Australia: A Social Practice Theory Perspective, Susann Noe
Household Recycling Behaviour In Metropolitan Australia: A Social Practice Theory Perspective, Susann Noe
Theses
Australians generate almost 545kg of annual kerbside waste per capita, one of the highest amounts compared to other OECD countries (Blue Environment, 2022). Although kerbside systems in Australian metropolitan areas are well-developed and the recycling practice is considered a social norm, residents' inaccurate handling of recyclable items send as much as 35% of valuable recyclable materials to landfill, contributing to environmental harm (Cleanaway Waste Management Limited, 2021). Furthermore, newly established recycling schemes in Australian jurisdictions are not used to their full potential.
In the context of both issues, the current thesis aims to understand the underperforming nature of recycling practices …
Empowering Elderpreneurs Scommerce For Genx Consignment Store Owners In West Virginia, Joyita Sarkar
Empowering Elderpreneurs Scommerce For Genx Consignment Store Owners In West Virginia, Joyita Sarkar
Graduate Theses, Dissertations, and Problem Reports (ETD)
In an ever-evolving digital landscape, this research explores Generation X (GenX) consignment store owners in West Virginia and the transformative power of Social commerce (sCommerce). Despite the ubiquity of Social media platforms, little attention has been given to the impact of sCommerce on the consignment store industry. Drawing from the Technology Acceptance Model (TAM) and the Diffusion of Innovation Theory (DIT), this study examines the factors influencing sCommerce adoption decisions for GenX consignment store owners.
Through qualitative research, this study uncovers untold stories within this entrepreneurial landscape. Purposeful sampling of 11 women and 20-60 minutes of in-depth interviews reveal the …
An Exploratory Study Of Entrepreneurial Intention Among Hispanic Entrepreneurs In Toronto, Jorge Perez Moreno
An Exploratory Study Of Entrepreneurial Intention Among Hispanic Entrepreneurs In Toronto, Jorge Perez Moreno
Dissertations
The Problem
Entrepreneurship scholars have claimed that immigrants are more likely to become self-employed due to limited job opportunities, access to social networks, cultural background, necessity, and education and skills. However, the entrepreneurial experience of Hispanic immigrants in Toronto has yet to be examined. This quantitative study examined the attitudes, norms, and perceptions influencing entrepreneurial intention and the factors that encourage self-employment continuation among immigrants in Canada.
Method
This study used a survey questionnaire of ninety-four Hispanic entrepreneurs in Toronto to comprehend their entrepreneurial intention. It examined their proficiencies, studied their business characteristics, and predicted their behavior toward self employment …
Language Matters: Evaluating How Linguistic And Visual Differences In Financial Documents Impact Financial Reporting In Hospitals, Alicia Irwin
Theses and Dissertations--Accountancy
Hospital financial assistance policies (FAPs) should inform uninsured and under-insured patients about options available to assist with their medical expenses. However, language and visual rhetoric variations in these documents may deter otherwise qualified patients from applying to programs meant to relieve their financial obligations. This project explores how visual rhetoric and linguistic differences such as tone and readability, in financial assistance policy documents may influence community benefit reporting in hospitals as a consequence of patient engagement in the application process.
Visual rhetoric and design, as well as linguistic style variation can have a profound impact on program utilization and financial …
Social Ties Across Audit Offices And Audit Quality, Wenyin Li
Social Ties Across Audit Offices And Audit Quality, Wenyin Li
Theses and Dissertations--Accountancy
This dissertation explores the audit consequences of social ties across audit offices. Although recent studies have demonstrated the importance of auditors’ social ties in auditor performance, little is known about the role of social ties across audit offices in facilitating knowledge sharing within audit firms and their impact on audit quality. To fill this gap, this study employs the Facebook Social Connectedness Index to capture social ties across audit offices within the same audit firm. Drawing upon the organizational learning literature and social network literature, I predict and find that audit office-level social ties improve audit quality. In addition, the …
Factors Influencing Hard Running Distances In Ncaa Division I Female Soccer Players, Isaac A. Sam
Factors Influencing Hard Running Distances In Ncaa Division I Female Soccer Players, Isaac A. Sam
Dissertations and Theses
As the total distances covered in soccer games have remained relatively constant, the hard running distances covered by players have shown varying changes due to the higher physical demands and dynamics of team running performances. Although factors affecting the total distances covered in a match are multifactorial, no study has specifically examined match performance indicators (MPI) that impact hard running distances (HRD). Consequently, the purpose of this study was to better understand how MPI (hard running efforts, turnovers, minutes played, duels won, duels lost, and pass completions) are associated with HRDs and to investigate how each variable contributes to HRDs …
Speculative Futures On Chatgpt And Generative Artificial Intelligence (Ai): A Collective Reflection From The Educational Landscape, Aras Bozkurt, Junhong Xiao, Sarah Lambert, Angelica Pazurek, Helen Crompton, Suzan Koseoglu, Robert Farrow, Melissa Bond, Chrissi Nerantzi, Sarah Honeychurch, Maha Bali, Jon Dron, Kamran Mir, Bonnie Stewart, Eamon Costello, Jon Mason, Christian M. Stracke, Enilda Romero-Hall, Apostolos Koutropoulos, Cathy Mae Toquero, Lenandlar Singh, Ahmed Tlili, Kyungmee Lee, Mark Nichols, Ebba Ossiannilsson, Mark Brown, Valerie Irvine, Juliana Elisa Raffaghelli, Gema Santos-Hermosa, Orna Farrell, Taskeen Adam, Ying Li Thong, Sunagul Sani-Bozkurt, Ramesh C. Sharma, Stefan Hrastinski, Petar Jandrić
Speculative Futures On Chatgpt And Generative Artificial Intelligence (Ai): A Collective Reflection From The Educational Landscape, Aras Bozkurt, Junhong Xiao, Sarah Lambert, Angelica Pazurek, Helen Crompton, Suzan Koseoglu, Robert Farrow, Melissa Bond, Chrissi Nerantzi, Sarah Honeychurch, Maha Bali, Jon Dron, Kamran Mir, Bonnie Stewart, Eamon Costello, Jon Mason, Christian M. Stracke, Enilda Romero-Hall, Apostolos Koutropoulos, Cathy Mae Toquero, Lenandlar Singh, Ahmed Tlili, Kyungmee Lee, Mark Nichols, Ebba Ossiannilsson, Mark Brown, Valerie Irvine, Juliana Elisa Raffaghelli, Gema Santos-Hermosa, Orna Farrell, Taskeen Adam, Ying Li Thong, Sunagul Sani-Bozkurt, Ramesh C. Sharma, Stefan Hrastinski, Petar Jandrić
Teaching & Learning Faculty Publications
While ChatGPT has recently become very popular, AI has a long history and philosophy. This paper intends to explore the promises and pitfalls of the Generative Pre-trained Transformer (GPT) AI and potentially future technologies by adopting a speculative methodology. Speculative future narratives with a specific focus on educational contexts are provided in an attempt to identify emerging themes and discuss their implications for education in the 21st century. Affordances of (using) AI in Education (AIEd) and possible adverse effects are identified and discussed which emerge from the narratives. It is argued that now is the best of times to define …
The Effects Of Cryptocurrency Wealth On Household Consumption And Investment, Darren Aiello, Scott R. Baker, Tetyana Balyuk, Marco Di Maggio, Mark Johnson, Jason Kotter, Emily Williams
The Effects Of Cryptocurrency Wealth On Household Consumption And Investment, Darren Aiello, Scott R. Baker, Tetyana Balyuk, Marco Di Maggio, Mark Johnson, Jason Kotter, Emily Williams
Faculty Publications
Key Results:
- Retail crypto investors hold crypto as one part of a broader portfolio
- Inflation expectations drive crypto investment
- Marginal propensity to consume (MPC) out of crypto wealth is big!
- Households use crypto wealth to purchase housing
- As a result, crypto wealth shocks spill over into local house prices
Human Or Ai? Using Digital Behavior To Verify Essay Authorship, David W. Wilson, Parker Burnett, Joseph S. Valacich, Jeffrey L. Jenkins
Human Or Ai? Using Digital Behavior To Verify Essay Authorship, David W. Wilson, Parker Burnett, Joseph S. Valacich, Jeffrey L. Jenkins
Faculty Publications
Large language models (LLMs) such as OpenAI's GPT-4 have transformed natural language processing with their ability to understand context and generate human-like text. This has led to considerable debate, especially in the education sector, where LLMs can enhance learning but also pose challenges to academic integrity. Detecting AIgenerated content (AIGC) is difficult, as existing methods struggle to keep pace with advancements in generation technology. This research proposes a novel approach to AIGC detection in short essays, using digital behavior capture and follow-up questioning to verify text authorship. We executed a controlled experiment as an initial evaluation to test the prototype …
Effects Of Cyclic Heat Stress On The Acute Inflammatory Response In Broilers, Alessandro J. Rocchi, Chrysta N. Beck, Jossie M. Santamaria, Gisela F. Erf
Effects Of Cyclic Heat Stress On The Acute Inflammatory Response In Broilers, Alessandro J. Rocchi, Chrysta N. Beck, Jossie M. Santamaria, Gisela F. Erf
Discovery, The Student Journal of Dale Bumpers College of Agricultural, Food and Life Sciences
Heat stress (HS) is a growing concern in broiler production. Little is known regarding the effect of HS on immune function. To examine the effects of HS on innate immunity, the local- and systemic-inflammatory responses to lipopolysaccharide (LPS) were examined in Cobb 500 male broiler chicks reared under thermoneutral (TN) or cyclic HS conditions. Beginning at four days of age, HS birds were subjected to 35 °C from 8:00 a.m. to 10:00 p.m. and TN temperatures from 10:00 p.m. to 8:00 a.m. At 37 days of age, four groups of broilers were formed: LPS-TN (8 broilers), phosphate-buffered saline (PBS)-TN (4 …
Directory Of Accounting Faculty, Academic Year 2023-2024, 50th Year, James R. Hasselback
Directory Of Accounting Faculty, Academic Year 2023-2024, 50th Year, James R. Hasselback
Individual and Corporate Publications
No abstract provided.
The Gatekeeper’S Dilemma: 'When Should I Transfer This Customer?', Brett A. Hathaway, Evgeny Kagan, Maqbool Dada
The Gatekeeper’S Dilemma: 'When Should I Transfer This Customer?', Brett A. Hathaway, Evgeny Kagan, Maqbool Dada
Faculty Publications
In many service encounters, front-line workers (often referred to as gatekeepers) have the discretion to attempt to resolve a customer request or to transfer the customer to an expert service provider. Motivated by an incentive redesign at a call center of a mid-size US-based bank, we formulate and solve an analytical model of the gatekeeper's transfer response to different incentive schemes and to different congestion levels. We then test several model predictions experimentally. Our experiments show that human behavior matches the predictions qualitatively, but not always in magnitude. Specifically, transfer rates are disproportionately low in the presence of monetary penalties …