Business Administration, Management, and Operations Commons^™

Crm In Russia And U.S. -- Case Study From American Financial Service Industry, Tamilla Curtis, Tom Griffin, Donald Barrere

Management, Marketing and Operations - Daytona Beach

This paper discusses Customer Relationship Management in two sharply contrasting business cultures: the United States and Russia. Included in the present work is a case study of a midsized American financial services firm that illustrates a common path to the decision to have a CRM system: the planning, selection, and the implementation of the CRM program, including a discussion of the likelihood of success. The clients in this case are Financial Advisors, who in turn sell the investment products to the end user individual investors. CRM in Russia is yet in its infancy as the economy emerges from 200 years …

The Role Of Universities In Attaining Regional Competitiveness Under Adversity – A Research Proposal, S. Hartman, C. C. Trumbach, O. Lundberg

Management Faculty Publications

This study examines the role of the university in attaining regional competitiveness in technology in periods of extreme adversity such as has been the case in the post-Hurricane Katrina situation in New Orleans and the Gulf Coast. In such situations, much can be learned from the experiences of developing nations which have successfully attained technological leadership in specific niches. University leadership will be important in several arenas. Teaching and research will need to be targeted to regionally-important areas. The research findings must be transferred to organizations which can exploit opportunities and develop needed technologies. Universities can serve as both disseminators …

Unraveling Adaptive Selling: An Empirical Analysis Of Underlying Relational Behaviors, Ganesh Kumar

Student Scholarship

Adaptive selling capabilities enable salespeople achieve success with their customers. Despite numerous studies, there is very little understanding on the mechanisms salespeople use to adapt to various selling situations. Current sales management practices overlook a salesperson's capability to craft customer specific sales strategies, relying excessively on end-results and activities based controls. This paper aims to increase knowledge by conceptualizing relational behaviors as trust building and value creating efforts, and measuring adaptive selling as a salesperson's capacity to vary these behaviors depending on customer relationships. Our empirical analysis establishes a positive link between trust building behaviors and sales effectiveness and performance …

Alliance Paradox: An Empirical Study Of Alliance Portfolio Effects On Customer Service Quality In The U.S. Airline Industry, Zhe Zhang

Electronic Theses and Dissertations

This dissertation studies the potential paradoxical effects of alliance participation. Over the past two decades, alliance participation has become a popular firm strategy to obtain benefits that are difficult for a firm to obtain on its own. Yet, as firms increasingly participate in alliances, boundedly rational managers may not effectively manage all aspects of alliances to achieve intended alliance outcomes. Paradoxically, alliance participation may cause harm to the participating firms. To unveil an alliance paradox, this dissertation first examined the relationships between alliance portfolio attributes (i.e., alliance portfolio size, multilateral alliances, alliance partner country diversity, and alliance type) and customer …

Supportive Communication, Sense Of Virtual Community And Health Outcomes In Online Infertility Groups, Jennifer L. Welbourne, Anita L. Blanchard, Marla D. Boughton

Management Faculty Publications

Women are turning to online health groups to deal with the stresses and complications of infertility. Online groups may provide a resource that is potentially absent in their face-to-face communities. This study examines how the sense of virtual community (SOVC) that develops in these groups serves as a buffer between perceived stress and physical health symptoms. A sample of 122 women from two virtual communities completed an online survey. Results show that observing the exchange of emotional support was positively related to SOVC while observing informational support was negatively related to SOVC. Further, SOVC was negatively related to physical health …

Key Factors For Successful Export Performance For Small Firms, Lance Eliot Brouthers, George Nakos, John Hadjimarcou, Keith D. Brouthers

Faculty Articles

What key factors result in superior export performance for small firms from small countries? Drawing on the internationalization process model and organizational learning theory, the authors hypothesize and find that (1) emphasizing international sales while (2) restricting exports to a few foreign markets results in superior perceived export performance for the sample of small firms from Greece and several Caribbean countries. Emphasizing international sales while focusing on a few markets enables small firms to develop expertise in those markets, build strong distribution networks, and manage export activities effectively.

How Fairness Garners Loyalty In The Pharmaceutical Supply Chain: Role Of Trust In The Wholesaler-Pharmacy Relationship, Thani Jambulingam, Ravi Kathuria, John R. Nevin

Business Faculty Articles and Research

Purpose

– The purpose of this paper is to understand how fairness garners loyalty by breeding trust in the pharmaceutical wholesaler‐pharmacy relationship. Specifically, the paper seeks to understand if the two dimensions of fairness – procedural and distributive – contribute differently in fostering the two types of trust – credibility and benevolence. The paper further aims to examine how the two dimensions of trust mediate the fairness‐loyalty relationship.

Design/methodology/approach

– Data from 156 retail pharmacies on their relationship with the pharmaceutical wholesalers are used to test the hypotheses. The mediation models are tested using the Barron and Kenny procedure.

Findings …

The Impact Of The Implementation Of Modularisation And Semesterisation On Academic Staff In Cork Institute Of Technology: A Qualitative Study, Regina O'Flynn

Theses

This study investigates the perceptions of academic staff in Cork Institute of Technology (CIT) on the implementation of modularisation and semesterisation in CIT. The study was undertaken when the institute was at the initial stages of changing to a modularised and semesterised system of education delivery. The study investigated the reasons for such fundamental changes. The findings contribute new knowledge to the literature on change management, while specifically adding to an understanding of managing change in a higher educational institute in Ireland. Forty-five academic staff and five members of senior management were interviewed.

The study revealed overall reluctance among academics …

The Organisational Impact Of Outsourcing On Multinational Businesses Operating In Ireland, Veronica Perdisatt

Theses

This study is an examination and assessment of the effectiveness of outsourcing arrangements currently employed by a sample of multinational organisations operating in Ireland. Informed by previous research, this study employs field research in the form of interviews with experienced and successful practitioners in the outsourcing industry. The study responds to issues of focus, which include the analysis of benefits of outsourcing programs, barriers to achieving outsourcing benefits and identification of unexpected or indirect impacts of outsourcing. This research highlights that from the perspective of operating from a small open economy, outsourcing is one strategy that organisations are increasingly adopting …

The Effect Of Remuneration Committee On Directors' Remuneration In Hong Kong, Shuk Fong, Ada Wong

Lingnan Theses

According to the Code on Corporate Governance Practices (CG Code), listed firms should be overseen by a board of directors that promotes the success of the firm through effective direction and supervision of the listed firm’s affairs. Remuneration paid to directors should be sufficient to attract and retain directors of a caliber required to run the company successfully, but companies should avoid paying more than is necessary. The board should appoint a remuneration committee consisting wholly or mainly of non-executive directors and chaired by a non-executive director. The role of the committee is to make recommendations to the board on …

Individual Reactions To Organizational Ethical Failures And Recovery Attempts: A Recovery Paradox?, James Caldwell

Electronic Theses and Dissertations

The vast majority of behavioral ethical research focuses on the antecedents of unethical behavior. Consequently, questions involving the consequences of organizational unethical behavior remain largely unanswered. Therefore, extant business ethics research largely neglects the impacts of organizational unethical behavior on individuals. Moreover, questions involving what organizations can do to correct or recover from having engaged in unethical behavior as well as individual responses to those efforts are also mostly ignored. Therefore, the purpose of this study is to investigate the impact of unethical activity on employees and explore organizations that have failed ethically and their attempts at recovery. This study …

An Examination Of An Antecedent And Consequences Of Supervisor Morally Questionable Expediency, Rebecca Greenbaum

Electronic Theses and Dissertations

Supervisor morally questionable expediency occurs when subordinates perceive that their supervisors engage in morally questionable behavior to expedite their work for self-serving purposes (Greenbaum & Folger, 2008). A supervisor's preoccupation with the bottom-line (Greenbaum, 2007; Greenbaum & Folger, 2008; Wolfe, 1988) is examined as an antecedent of morally questionable expediency. It was hypothesized that subordinates experience deontic reactions (Folger, 2001) in the form of a moral psychological contract violation. Consequently, subordinates were hypothesized to reduce performance, engage in antisocial behavior and supervisor-directed deviance. Survey data from 259 subordinate-supervisor dyads provided general support for this hypothesized model. However, post hoc analyses …

Strategic Ambidexterity In Innovation: An Indispensable Capability In The Face Of Change, Janet K. Tinoco

Management, Marketing and Operations - Daytona Beach

Ambidexterity is a dynamic capability that maybe fulfilled through prudent implementation of organizational processes necessary for product innovation. In this research, a model is tested using data collected from US high technology manufacturers. Results indicate that firms interested in pursuing strategic ambidexterity in innovation should implement all the studied processes in order to improve radical and incremental innovation output. Furthermore, post hoc exploratory analysis suggests that US high technology industries appear to be divided as to the levels of exploration, exploitation, and ambidexterity that they attain.

Perceptions Of Leadership Effectiveness In The Management Of Intergenerational Work-Values Conflict: An Antecedent Of Organizational Citizenship Behavior Of Perioperative Registered Nurses, Patricia G. Wright

Walden Dissertations and Doctoral Studies

Studies reveal a progressive net decrease in the nursing profession across four generations, creating a shortage that poses a critical threat to the health care delivery system and to the health and safety of patients within that system. Research also suggests that generational cohorts reflect social change in attitudes toward work-life balance, organizational commitment, personal-professional relationships, autonomy, focus on career advancement, and actions that represent organizational citizenship behavior (OCB). Previous research grounded in theoretical frameworks of organizational behavior, leadership, and social capital indicates that leadership support of workforce diversity and effectiveness in conflict management influence OCB. However, little research explores …

A Study Into The Use Of Business Process Reengineering In Re-Designing Procurement Processes Within The Southern Health Board, Treasa Dempsey

Theses

Prior to undertaking the implementation of an integrated finance and procurement information system, the Southern Health Board (now know as the Health Service Executive - Southern Area) undertook a Business Process Reengineering project to redesign, standardise, streamline, and document their procurement processes. This study examines how useful Business Process Reengineering can be in a public sector environment, using the project undertaken in the Southern Health Board, as a case study. The literature on BPR, in conjunction with the material from the BPR project, and interviews from relevant project team members, is examined. The case study demonstrates that it may be …

The Leader's Experience Of Relational Leadership: A Hermeneutic Phenomenological Study Of Leadership As Friendship, Deborah A. Fredericks

Antioch University Dissertations & Theses

There are many ways to lead others, all of which involve a relationship among parties. However, the heartbeat of leadership may be a leader's relational sensibility. This research explored the leader's experience of relational leadership and the extent to which the metaphor of leadership as friendship described its qualities. It also explored whether actual friendship between leaders and followers was possible with this form of leadership. The topic of relational leadership was approached through a hermeneutic phenomenological methodology to explore the lived experiences of six women leaders. Their experience of relational leadership and the degree to which the metaphor of …

The Creole Connection: What Happens Next?, Michael L. Thomas, Linda G. Mullen

Marketing: Faculty Publications

The purpose of this case is to demonstrate the importance of target market selection and positioning, particularly for businesses in small college towns. Additionally, other marketing and management issues are presented to stimulate understanding of the multitude of variables that impact restaurant success. This case is intended for those interested in marketing, management, entrepreneurship, hotel/restaurant management or retailing areas.

A Comparative Study Of Organisational Commitment Of Bank Employees In Ireland And China, Helen Chen

Conference papers

Organisational commitment has been extensively researched in the Western and non-Western contexts. However, little has been conducted to approach it from a cross-cultural perspective. This paper sets out to fill in the gap by examining bank employees’ organisational commitment in Ireland and China. Data was collected in two American banks, one in Ireland and the other one in China in June 2008. Research results showed interesting and dynamic differences of the three dimensions of the Irish and Chinese bank employees’ organisational commitment with regards to the effects of income, gender and tenure. Implications for managers in Ireland and China are …

Supreme Seafoods, Thomas Cooney

Case studies

Fintan Barrett’s four year old daughter would often turn to him while playing and exclaim “what to do, Daddy?” Indeed, this very question of what to do next had frequently swirled around his own head as he considered the options that were now available to him and his business Supreme Seafoods. Some commentators had described the recent economic crisis as ‘a perfect storm’ and that analogy was particularly apt for someone operating in the fish industry. Although Fintan’s family had worked in the fishing industry for many generations, whether out at sea or processing and selling fish on land, the …

Demographic, Behavioral And Perceptual Comparisons Of The U.S. Visitor Experience With Group Package Tours And Free Independent Travel To China, Mark A. Bonn, Howook Chang, Jerome Agrusta, H. Leslie Furr, Woo Gon Kim

Management: Faculty Publications

U.S. visitor demand for the China travel experience is anticipated to rise significantly through 2105, causing the Chinese government to employ 100 million service providers over the next six years and raising concern about service delivery and perceptions of the on-site China experience. In an effort to better understand these issues concerning U.S. visitors, this study investigated two specific types of U.S. travelers to China: Group Package Tour (GPT) visitors and Free Independent Travel (FIT) visitors. Results indicated that GPT visitors were more likely to be older and have higher household income than FIT visitors. Four trip-related characteristics of GPT …

A Chilling Discovery At Family Frozen Foods, Inc, John Leaptrott, J. Michael Mcdonald, R. Kent

Management: Faculty Publications

Work published in Southeast Case Research Journal.

Asian Corporate Governance Or Corporate Governance In Asia?, Shaomin Li, Anil Nair

Management Faculty Publications

Corporate governance has become an important issue for Chinese and Indian firms as they increasingly interact with regulators and investors from developed markets. For instance, tapping into global capital markets to raise funds to finance their domestic and international growth requires firms from China and India to demonstrate strong corporate governance credentials, so that investors do not discount their stock (LaPorta, Lopez-de-Silanes, Shleifer, & Vishny, 2000). The swift action of Chinese and Indian authorities in response to recent corporate scandals – such as the one at Satyam Computers – reveals that even governments in emerging countries such as China and …

Improving Casino Profitability Through Effective Offer Packages, Ren Zhang

UNLV Theses, Dissertations, Professional Papers, and Capstones

The purpose of the this study is to investigate effective marketing techniques to attract potential customers in a particular demographic group, young people aged from 21 to 34, as a way of exploring the local market. This demographic group constitutes a dynamic part of the local population and is characterized by its unique financial conditions and spending preferences. The hypothesis is that with well-designed price bundling, the casinos can realize increased revenue through increased visits from the local young population. The marketing technique used in this study is to utilize offer packages which bundle promotional items and other hotel-provided services. …

Taiwanese Gambling Behaviors, Perceptions, And Attitudes, Che Hao Chang

UNLV Theses, Dissertations, Professional Papers, and Capstones

This study categorizes different Taiwanese gambling types using PGSI, and further evaluates the perceptions and attitudes toward the legalization of casino gambling. A survey was conducted using convenient sampling and distributed by Internet. Results indicate that across groups of different types of gamblers, there are significant differences in perceptions toward the legalized casino gambling industry. Also, across groups of different types of gamblers, there are significant differences in attitudes toward legalized casino gambling. Additionally, there are significant differences between perceptions toward the legalized casino gambling industry, and attitudes toward the legalization of casino gambling. In general, non-gamblers are relatively more …

Examining The Influence Of Restaurant Green Practices On Customer Return Intention, Audrey L. Szuchnicki

UNLV Theses, Dissertations, Professional Papers, and Capstones

In recent years there has been an increased awareness of how the actions of the foodservice industry are effecting the environment. With this awareness we have begun to see a change in priorities for both new and existing businesses. At the forefront of this change in the "green" direction is the GRA who certifies how eco-friendly an establishment is based on its' environmental guidelines. This study will examine the correlation between customer return intention and the institution of green practices within a restaurant setting. The expected outcome would be that a restaurant that is certified green or, implementing measures to …

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 …

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, …

An Analysis Of The Impact Of Information Systems On The Level Of Trust In The Construction Industry, Michael Wayne Jones

Walden Dissertations and Doctoral Studies

Even though the current level of communication and information sharing is greater than it has ever been throughout the history of the construction industry, the problem under investigation stems from the results of current research that indicate that many major projects have difficulty in achieving client expectations, resulting in a negative image of the construction industry. The purpose of this study was to analyze the impact on the level of trust in the use of information systems between construction firms and their clients. The theoretical foundations of this research were based in interdependence and coordination theories. While information systems enable …

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, …