Uncategorized
Management and Cultural Implications of Customer Satisfaction Differences for Help Desks in South America
This study examines measures of customer satisfaction is six countries within South America: Argentina, Brazil, Chile, Colombia, Peru, and Venezuela over the five-year period 2013 through 2017.
CSAT or CES: Does It Matter?
As the role of the customer becomes more and more important to the sustainability of the firm, effective allocation of resources will provide a significant advantage to customer service organizations.
W.A.I.T. – A Guide for Leaders
Being a “Best for the World Leader,” it is implied that the world, and the people in it, are better off because of our offer or delivery.
Decision Sciences
James DiLellio, PhD, MBA, Associate Professor of Decision Sciences A hybrid GNSS integrity design leveraging a priori signal noise characteristics. Journal of Navigation, 63(3), 513-526, (2010). Abstract The objective of this paper is to explore a hybrid Global Navigation Satellite System (GNSS) architecture that efficiently meets the stringent needs of safety of life systems. An … Continued
Finance – ETFs
James DiLellio, PhD, MBA, Associate Professor of Decision Sciences Darrol J. Stanley, DBA, Professor of Finance and Accounting ETF Trading Strategies to Enhance Client Wealth Maximization. Financial Services Review, 20, p. 145-163, (2011). Abstract This study examines the performance of pragmatic ETF-only investment strategies published either in an investment newsletter, blog, or are otherwise available … Continued
Teams
Jaclyn A. Margolis, PhD, Assistant Professor, Applied Behavioral Science It’s All Relative: A Team-Based Social Comparison Model for Self-Evaluations of Effectiveness. Group & Organization Management. (Forthcoming), with S. B. Dust. Abstract We apply social comparison theory (SCT) to the organizational context and develop a model explicating the social comparison process that occurs within organizational teams. … Continued
Management Education
Owen P. Hall, Jr., PhD, PE, PhD, Professor of Decision Sciences Charla Charla Griffy-Brown, PhD, Professor of Information Systems Technology Management and Director of the Center for Teaching and Learning Excellence Crowdsourcing Management Education Assessment, Journal International Technology Information Management, 25(2), (2016). Abstract Assessment is now at the center of the new business education zeitgeist. This focus … Continued
Leadership
Vertical flow of collectivistic leadership: An examination of the cascade of visionary leadership across levels. The Leadership Quarterly, 27(2), 334-348, (2016), with J. C. Ziegert. Abstract This study explores the connection between formal leaders and collective leadership in teams through the examination of how collective strategic vision flows downward in organizations and the function that … Continued
IPOs
Joetta Forsyth, PhD, Associate Professor of Finance Thermo Electron Corp. [case study]. Harvard Business School Press, Case Study 9-292-104, (1992). with Carliss Baldwin. Abstract George Hatsopoulos, CEO at Thermo Electron Corp., is considering whether to issue shares in a subsidiary via an initial public offering (IPO). The company has developed an unusual corporate structure in … Continued
Information Technology
Erik Krogh, PhD, Practitioner Faculty of Information Systems “Managing Online in Perpetual Perfect Storms: Insights from IndyMac Bank.” MIS Quarterly Executive, 4(4), (2005), with Omar A. El Sawy, & Paul Gray. 2005 “Best Paper Award” winner, Society for Information Management (SIM) Abstract How can an enterprise manage strategically using an IT-intensive business model in a highly … Continued
Globalization
Robert A. Coscarello, MBA, Adjunct Professor of International Business The Spoiled American: Why do only 1% of all U.S. companies export to another country? Graziadio Business Review, 13(3). (2010). Abstract At the start of his administration, President Obama set a goal to double exports from U.S. companies. The hope was that increasing exports would dramatically benefit … Continued
Finance – Risk
Clemens Kownatzki, PhD, Practitioner Faculty in Finance How Good Is the Vix as a Predictor of Market Risk? Journal of Accounting and Finance, 16(6), 39-60. (2016). Abstract Volatility is a metric widely used to estimate financial risk. The VIX is an index derived from S&P 500 options prices designed to estimate the market’s expected 30-day volatility. … Continued
Finance – Mortgages
Joetta Forsyth, PhD, Associate Professor of Finance Maretno Agus “Augus” Harjoto, PhD, Associate Professor of Finance Examining Bank Employee Compensation and Residential Mortgage Loan Volume at the State Level. International Journal of Business, Accounting, and Finance, 4(1), 18-32. (2010). Abstract This study examines the impact of mortgage loan volume on bank employees’ total compensation at … Continued
Finance – Markets
Clemens Kownatzki, PhD, Practitioner Faculty in Finance How Good Is the Vix as a Predictor of Market Risk? Journal of Accounting and Finance, 16(6), 39-60. (2016). Abstract Volatility is a metric widely used to estimate financial risk. The VIX is an index derived from S&P 500 options prices designed to estimate the market’s expected 30-day volatility. … Continued