Physical Sciences and Mathematics Commons^™

How Does Customer Service Offshoring Impact Customer Satisfaction?, Jonathan W. Whitaker, M. S. Krishnan, Claes Fornell, Forrest Morgeson

Management Faculty Publications

Information technology (IT) plays a vital role in customer relationship management (CRM), because CRM processes include the collection and analysis of customer information, firms use technology tools to interact with customers, and IT created the conditions under which firms can offshore CRM processes. Customers have negative perceptions toward offshoring, which suggests that firms might be reluctant to offshore IT-enabled CRM processes. However, firms have significantly increased offshoring for CRM processes, presenting a conundrum. Why would firms increase offshoring for CRM processes if there could be a risk to customer satisfaction?

This paper helps to resolve the conundrum by studying the …

Chronic Disease Management: How It And Analytics Create Healthcare Value Through The Temporal Displacement Of Care, Steven M. Thompson, Jonathan W. Whitaker, Rajiv Kohli, Craig Jones

Management Faculty Publications

The treatment of chronic diseases consumes 86% of U.S. healthcare costs. While healthcare organizations have traditionally focused on treating the complications of chronic diseases, advances in information technology (IT) and analytics can help clinicians and patients manage and slow the progression of chronic diseases to result in higher quality of life for patients and lower healthcare costs.

We build on prior research to introduce the notion of temporal displacement of care (TDC), in which IT and analytics create healthcare value by displacing the time at which providers and patients make interventions to improve healthcare outcomes and reduce costs. We propose …

An Approach To Determining Customer Satisfaction In Traditional Serbian Restaurants, Florentin Smarandache, Dragisa Stanujkic, Darjan Karabasevic, Edmundas Kazimieras Zavadskas, F. Cavallaro

Branch Mathematics and Statistics Faculty and Staff Publications

The aim of this paper is to make a proposal for an easy–to–use approach to the evaluation of customer satisfaction in restaurants. In order to provide a reliable way to collect respondents’ real attitudes, an approach based on the use of smaller number of evaluation criteria and interactive questionnaire created in a spreadsheet file is proposed in this paper, whereby an easy-to-understand and simple-touse procedure is proposed for determining weights of criteria. In addition to the said, the proposed approach applies the simplified SERVQUAL-based approach, for which reason a simplified version of the Weighted Sum Method based on the decision …

Perceptions Of Transactional And Transformational Leaders According To Gender, Quinn I. Igram, Andrew N. Garstka, Lindsay D. Harris

Student Publications

The lack of females occupying leadership positions in the modern workplace has prompted the research of this study. In order to better understand the perceptions that exist regarding successful leadership, this study was conducted with the intention of understanding individual leadership style through the Multifactor Leadership Questionnaire, which measures transactional and transformational leadership styles (Bass and Avolio, 1993). 64 male and female participants, made up of 36 students and 28 individuals in the workforce ages 18-61 with an average age of 31 answered 21 questions to assess their leadership style and 1 to measure who they perceived as a successful …

Preparing Millennials As Digital Citizens And Socially And Environmentally Responsible Business Professionals In A Socially Irresponsible Climate, Barbara Burgess-Wilkerson, Clovia Hamilton, Chlotia Garrison, Keith Robbins

Winthrop Faculty and Staff Publications

No abstract provided.

Artificial Intelligence And It Professionals, Sunil Mithas, Thomas Kude, Jonathan W. Whitaker

Management Faculty Publications

How will continuing developments in artificial intelligence (AI) and machine learning influence IT professionals? This article approaches this question by identifying the factors that influence the demand for software developers and IT professionals, describing how these factors relate to AI, and articulating the likely impact on IT professionals.

Notions Of Rough Neutrosophic Digraphs, Florentin Smarandache, Nabeela Ishfaq, Sidra Sayed, Muhammad Akram

Branch Mathematics and Statistics Faculty and Staff Publications

Graph theory has numerous applications in various disciplines, including computer networks, neural networks, expert systems, cluster analysis, and image capturing. Rough neutrosophic set (NS) theory is a hybrid tool for handling uncertain information that exists in real life. In this research paper, we apply the concept of rough NS theory to graphs and present a new kind of graph structure, rough neutrosophic digraphs. We present certain operations, including lexicographic products, strong products, rejection and tensor products on rough neutrosophic digraphs. We investigate some of their properties. We also present an application of a rough neutrosophic digraph in decision-making.

Rough Neutrosophic Digraphs With Application, Florentin Smarandache, Sidra Sayed, Nabeela Ishfaq, Muhammad Akram

Branch Mathematics and Statistics Faculty and Staff Publications

A rough neutrosophic set model is a hybrid model which deals with vagueness by using the lower and upper approximation spaces. In this research paper, we apply the concept of rough neutrosophic sets to graphs. We introduce rough neutrosophic digraphs and describe methods of their construction. Moreover, we present the concept of self complementary rough neutrosophic digraphs. Finally, we consider an application of rough neutrosophic digraphs in decision-making.

Special Issue : Neutrosophic Multi-Criteria Decision Making, Florentin Smarandache, Jun Ye, Yan Hui Guo

Branch Mathematics and Statistics Faculty and Staff Publications

The notion of a neutrosophic quadruple BCK/BCI-number is considered in the first article (“Neutrosophic Quadruple BCK/BCI-Algebras”, by Young Bae Jun, Seok-Zun Song, Florentin Smarandache, and Hashem Bordbar), and a neutrosophic quadruple BCK/BCI-algebra, which consists of neutrosophic quadruple BCK/BCI-numbers, is constructed. Several properties are investigated, and a (positive implicative) ideal in a neutrosophic quadruple BCK-algebra and a closed ideal in a neutrosophic quadruple BCI-algebra are studied. Given subsets A and B of a BCK/BCI-algebra, the set NQ(A,B), which consists of neutrosophic quadruple BCK/BCInumbers with a condition, is established. Conditions for the set NQ(A,B) to be a (positive implicative) ideal of a …

Unmasking Cost Growth Behavior: A Longitudinal Study, Cory N. D'Amico, Edward D. White, Jonathan D. Ritschel, Scott R. Kozlak

Faculty Publications

This article examines how cost growth factors (CGF) change over a program’s acquisition life cycle for 36 Department of Defense aircraft programs. Starting from Milestone B, the authors examine CGFs at five gateways: Critical Design Review, First Flight (FF), the end of Developmental Test and Evaluation (DT&E), Initial Operational Capability, and Full Operational Capability. Each CGF is assigned a color rating based upon the program’s cost growth: Green (low), Amber (moderate), or Red (high). Significant findings include dependencies among similar CGF color ratings and cost growth occurring primarily between FF and the end of DT&E during a program’s life cycle.

Vungle Inc. Improves Monetization Using Big-Data Analytics, Bert De Reyck, Ioannis Fragkos, Yael Gruksha-Cockayne, Casey Lichtendahl, Hammond Guerin, Andre Kritzer

Research Collection Lee Kong Chian School Of Business

The advent of big data has created opportunities for firms to customize their products and services to unprecedented levels of granularity. Using big data to personalize an offering in real time, however, remains a major challenge. In the mobile advertising industry, once a customer enters the network, an ad-serving decision must be made in a matter of milliseconds. In this work, we describe the design and implementation of an ad-serving algorithm that incorporates machine-learning methods to make personalized ad-serving decisions within milliseconds. We developed this algorithm for Vungle Inc., one of the largest global mobile ad networks. Our approach also …

Sustainability Standards And Stakeholder Engagement: Lessons From Carbon Markets, Hans Rawhouser, Michael E. Cummings, Alfred Marcus

Management, Entrepreneurship and Technology Faculty Publications

Stakeholders play an increasingly active role in private governance, including development of standards for measuring sustainability. Building on prior studies focused on standards and stakeholder engagement, we use an innovation management theoretical lens to compare stakeholder engagement and standards developed in two carbon markets: the Climate Action Reserve and the U.N.’s Clean Development Mechanism. We develop and test hypotheses regarding how different processes of stakeholder engagement in standard development affect the number, identity, and age of stakeholders involved, as well as the variation and quality of the resulting standards. In doing so, we contribute to the growing literature on stakeholder …

Fossil Fuel Asset Risk Analysis: Clark University Endowment, Travis A. Dodge, B. Maiwand Akbari

Student Works

The environmental and social risks of climate change are well known and perhaps inevitable. The economic and financial risks are less so. The many financial risks associated with climate change embedded in endowment portfolio fossil fuel holdings are leading many institutional stakeholders to enter into dialogue and take action. Divestment is emerging as an effective strategy for limiting portfolio exposure and tackling climate change itself.

Our team’s goals were to assess whether the Clark University endowment portfolio faces any of these risks and evaluate the impacts on asset values. Our findings show that the Clark endowment does face these same …

Mcdm Method For N-Wise Criteria Comparisons And Inconsistent Problems, Florentin Smarandache, Azeddine Elhassouny

Branch Mathematics and Statistics Faculty and Staff Publications

The purpose of this paper is to present an e[xtension and alternative of the hybrid method based on Saaty’s Analytical Hierarchy Process and Technique for Order Preference by Similarity to Ideal Solution method (AHP-TOPSIS), that based on the AHP and its use of pairwise comparisons, to a new method called α -D MCDM-TOPSIS( α -Discounting Method for multicriteria decision making-TOPSIS). The new method overcomes limits of AHP which work only for pairwise comparisons of criteria to any-wise (n-wise) comparisons, with crisp coefficients or with interval-valued coefficients. α-D MCDM-TOPSIS is verified by some examples to demonstrate how it allows for consistency, …

Managing A Large Scale Project: Using Strengthsfinder In The Website Redesign, Laura Edwards, Cristina Tofan

EKU Faculty and Staff Scholarship

After doing a library-wide StrengthsFinder assessment that highlighted the strengths of its individuals, EKU Libraries decided to put this strategy into practice by applying it to one of the most complex projects in the life of an academic library: the website redesign. This decentralized approach allowed project managers to align strengths-based teams with phases of the redesign that would most benefit from that team’s unique strengths.

A Horizon Decomposition Approach For The Capacitated Lot-Sizing Problem With Setup Times, Ioannis Fragkos, Zeger Degraeve, Bert De Reyck

Research Collection Lee Kong Chian School Of Business

We introduce horizon decomposition in the context of Dantzig-Wolfe decomposition, and apply it to the capacitated lot-sizing problem with setup times. We partition the problem horizon in contiguous overlapping intervals and create subproblems identical to the original problem, but of smaller size. The user has the flexibility to regulate the size of the master problem and the subproblem via two scalar parameters. We investigate empirically which parameter configurations are efficient, and assess their robustness at different problem classes. Our branch-and-price algorithm outperforms state-of-the-art branch-and-cut solvers when tested to a new data set of challenging instances that we generated. Our methodology …

Moocs And The Online Delivery Of Business Education: What's New? What's Not? What Now?, Jonathan W. Whitaker, J. Randolph New, R. Duane Ireland

Management Faculty Publications

Although the past 2 decades have produced much promise (and accompanying research) on the use of information technology (IT) in business school courses, it is not entirely clear whether IT has truly "transformed" management education. There are compelling arguments on both sides. On one hand, advocates for the transformative role of IT can point to several success stories. On the other hand, skeptics of the role of IT in management education can also point to support for their view. This lack of consensus has led researchers in Academy of Management Learning & Education to call for scholars to confront the …

Resolving The Policy Paradox: The Case Of Biofuel Production In Ireland, Alan Gilmer, Mark J. Mcgarrity, Vivienne Byers

Articles

Purpose – The purpose of this paper is to determine the status of policy design and policy implementation in the biofuel sector in Ireland. The focus of the work addresses the overarching operational context of the biofuel sector in Ireland and the role of different actors in shaping and resolving inconsistencies in policy outlook and practice. Design/methodology/approach – This study used a qualitative research approach involving a series of semi-structured interviews with members of the relevant sub-groups concerned. This study sought to address two questions – whether current or proposed policy is likely to affect consumption of indigenous biofuel feedstocks …

Corporate Social Responsibility/Sustainability Reporting Among The Fortune Global 250: Greenwashing Or Green Supply Chain?, John K. Lewis

Faculty and Staff - Articles & Papers

The sustainability reporting efforts of MNCs who are members of the Fortune Global 250 (FG250) was investigated. The focus was on sustainability reporting by MNCs of supply chain impacts. The reporting of FG250 MNCs was examined to determine if greenwashing was occurring or whether MNCs had committed to operating a green supply chain. A mixed methodology was used consisting of quantitative analysis of twenty-five MNC CSR/sustainability reports which were randomly selected from the FG250 listing. Qualitative analysis using content analysis was also conducted on the reports. Both methodologies concentrated on the sustainability reporting of the selected MNCs in regard to …

Evaluating Information Technology (It) Integration Risk Prior To Mergers And Acquisitions (M&A), Deepak Khazanchi, Vipin Arora

Information Systems and Quantitative Analysis Faculty Publications

Corporate mergers and acquisitions (M&A) are considered significant, from both a strategic and an economic point of view, across almost all sectors of the economy.¹ M&A is a complex process involving risk that ranges from financial and legal matters to sales and marketing challenges and everything in between. Despite well-established benefits of strategically driven expansion and integration of businesses through M&A, the consolidated organization exposes itself to a number of anticipated, unknown and unintended risk factors. The risk concerns the overall organizational integration of some or all of the previously distinct and interdependent assets, structures, business processes, technologies, systems, …

New Product Development Flexibility In A Competitive Environment, Janne Kettunen, Yael Gruksha-Cockayne, Zeger Degraeve, Bert De Reyck

Research Collection Lee Kong Chian School Of Business

Managerial flexibility can have a significant impact on the value of new product development projects. We investigate how the market environment in which a firm operates influences the value and use of development flexibility. We characterize the market environment according to two dimensions, namely (i) its intensity, and (ii) its degree of innovation. We show that these two market characteristics can have a different effect on the value of flexibility. In particular, we show that more intense or innovative environments may increase or decrease the value of flexibility. For instance, we demonstrate that the option to defer a product launch …

Bio-Fuel Alternatives In South African Airways (Saa) Operations - Is It An Effective Response To Vulnerability Over Carbon Taxes And Penalty?, Daniel Kwasi Adjekum

Aviation Faculty Publications

The paper did a comparative analysis of the carbon emission and European Union Emission Trading Surcharges (EU ETS) of South African Airways (SAA) current fleet that used aviation jet A1 fuel and the same fleet if it had used a 25% bio-fuel ‘drop in’ for the European routes within the first quarter of the 2014 flying year (FY 14). Operational data in terms of the flight scheduled, aircraft type, total time enroute, route stage length, passenger estimates were obtained through SAA’s flight operations website. An independent t–test was conducted to compare means of the emissions. The mean carbon dioxide …

Period Decompositions For The Capacitated Lot Size Problem With Setup Times, Silvio Alexandre De Araujo, Bert De Reyck, Zeger Degraeve, Ioannis Fragkos, Raf Jans

Research Collection Lee Kong Chian School Of Business

We study the multi-item capacitated lot sizing problem with setup times. Based on two strong reformulations of the problem, we present a transformed reformulation and valid inequalities that speed up column generation and Lagrange relaxation. We demonstrate computationally how both ideas enhance the performance of our algorithm and show theoretically how they are related to dual space reduction techniques. We compare several solution methods and propose a new efficient hybrid scheme that combines column generation and Lagrange relaxation in a novel way. Computational experiments show that the proposed solution method for finding lower bounds is competitive with textbook approaches and …

An Assessment Of The Performances Of Several Univariate Tests Of Normality, James Olusegun Adefisoye

FIU Electronic Theses and Dissertations

The importance of checking the normality assumption in most statistical procedures especially parametric tests cannot be over emphasized as the validity of the inferences drawn from such procedures usually depend on the validity of this assumption. Numerous methods have been proposed by different authors over the years, some popular and frequently used, others, not so much. This study addresses the performance of eighteen of the available tests for different sample sizes, significance levels, and for a number of symmetric and asymmetric distributions by conducting a Monte-Carlo simulation. The results showed that considerable power is not achieved for symmetric distributions when …

Assessing The Emphasis On Information Security In The Systems Analysis And Design Course, William David Salisbury, Thomas W. Ferratt, Donald E. Wynn

MIS/OM/DS Faculty Publications

Due to several recent highly publicized information breaches, information security has gained a higher profile. Hence, it is reasonable to expect that information security would receive an equally significant emphasis in the education of future systems professionals. A variety of security standards that various entities (e.g., NIST, COSO, ISACA-COBIT, ISO) have put forth emphasize the importance of information security from the very beginning of the system development lifecycle (SDLC) to avoid significant redesign in later phases. To determine the emphasis on security in typical systems analysis and design (SA&D) courses, we examine (1) to what extent security is emphasized in …

A Simulation-Based Approach To Solve A Specific Type Of Chance Constrained Optimization, Lijian Chan

MIS/OM/DS Faculty Publications

We solve the chance constrained optimization with convex feasible set through approximating the chance constraint by another convex smooth function. The approximation is based on the numerical properties of the Bernstein polynomial that is capable of effectively controlling the approximation error for both function value and gradient. Thus, we adopt a first-order algorithm to reach a satisfactory solution which is expected to be optimal. When the explicit expression of joint distribution is not available, we then use Monte Carlo approach to numerically evaluate the chance constraint to obtain an optimal solution by probability. Numerical results for known problem instances are …

Linking Sustainability To Quality Management And Firm Performance, Rajat Mishra, Randy Napier

Faculty Publications

Environmental management practices have evolved significantly over the past two decades. During that time, sustainable operations management practices have purportedly made positive contributions to overall firm performance. This paper develops two conceptual frameworks regarding the relationships among specific elements of environmental management, quality management, and firm performance. We suggest that innovation in quality management mediates the relationship between design for environment and firm performance, and that statistical process control techniques moderate the relationship between environmental management systems and firm performance. We identify future research possibilities, based on these frameworks, to inform scholarly research and practice in environmental management and quality …

Timing Attack Detection On Bacnet Via A Machine Learning Approach, Michael N. Johnstone, Matthew Peacock, J I. Den Hartog

Australian Information Security Management Conference

Building Automation Systems (BAS), alternatively known as Building Management Systems (BMS), which centralise the management of building services, are often connected to corporate networks and are routinely accessed remotely for operational management and emergency purposes. The protocols used in BAS, in particular BACnet, were not designed with security as a primary requirement, thus the majority of systems operate with sub-standard or non-existent security implementations. As intrusion is thus likely easy to achieve, intrusion detection systems should be put in place to ensure they can be detected and mitigated. Existing intrusion detection systems typically deal only with known threats (signature-based approaches) …

Key Factors Driving Personnel Downsizing In Multinational Military Organizations, Ilksen Gorkem, Resit Unal, Pilar Pazos

Engineering Management & Systems Engineering Faculty Publications

Although downsizing has long been a topic of research in traditional organizations, there are very few studies of this phenomenon in military contexts. As a result, we have little understanding of the key factors that drive personnel downsizing in military setting. This study contributes to our understanding of key factors that drive personnel downsizing in military organizations and whether those factors may differ across NATO nations’ cultural clusters. The theoretical framework for this study was built from studies in non-military contexts and adapted to fit the military environment.

This research relies on historical data from one of the largest multinational …

Learning By Doing - Energy Systems Management, Nima Shahriari, Adrian V. Gheorghe

Engineering Management & Systems Engineering Faculty Publications

Climate change concerns have confronted energy policy makers by unprecedented challenges in the 21st century. Revolution of renewable energy technologies, as well as more efficient energy systems, has been promising in the context of global warming. However, these technologies are not maturing and chaning. Consequently planning for development of these resources requires dealing with various multidisciplinary research questions such as financial feasibility of renewable energy projects. Nevertheless, there is considerable lack of education programs offering multidisciplinary approach for addressing the current energy challenges. Based on the 21st evolving energy landscape, an interdisciplinary graduate certificate course work was designed at Old …