The past,present, and future of customer management

Marketing Letters - For decades, researchers in customer management have demonstrated the business importance of firm-customer relationships, developed models for understanding customer behavior...     

The efficient use of enterprise information for strategic advantage: A data envelopment analysis

A majority of manufacturers make use of some form of enterprise systems (ES), yet on average, the financial impact of ES adoption is essentially neutral. We propose that in an ES environment of easy information access, competitive success depends, in part, on the policies regulating enterprise information use. To explore this proposition, we examine the efficient use of different types of enterprise information in the realization of strategic performance. Efficient firms will devote fewer resources to information use to achieve the same strategic performance as less efficient firms.     

Employee choice among unions: the case of nurses in the NHS

This article examines the main factors that shape the choice made by individual nurses in the NHS concerning which union they join. The research methods include surveys, case studies, interviews and participant observation. Among the findings from the work is the relatively strong influence of an individual nurse's discipline or area of training on this particular choice or decision.     

Behavior in operations management: Assessing recent findings and revisiting old assumptions

In this paper, we provide a perspective on why behavioral research is critical to the operations management (OM) field, what prior research exists, and what opportunities lie ahead. The use of human experiments in operations management is still fairly novel despite a small stream of publications going back more than 20 years. We develop a framework for identifying the types of behavioral assumptions typically made in analytical OM models. We then use this framework to organize the results of prior behavioral research and identify future research opportunities. Our study of prior research is based on a search of papers published between 1985 and 2005 in six targeted journals including the Journal of Operations Management, Manufacturing and Service Operations Management, Production and Operations Management, Management Science, Decision Sciences, and the Journal of Applied Psychology.     

Drivers and outcomes of open-standard interorganizational information systems assimilation in high-technology supply chains

In recent years, firms in high-technology supply chains have established internet-based electronic linkages with their trading partners. As a result, they have improved their ability to coordinate and synchronize shared business processes by using more complete, accurate, and timely information. These electronic linkages are based on open-standard interorganizational information systems (OSIOS), which are fundamentally different from traditional electronic data interchanges. OSIOS capture not only the technical specifications for data interchange but also the sequential steps for the execution of shared business processes. Because OSIOS are still at an early diffusion stage, it remains unclear why firms would assimilate such an innovation and whether assimilation provides firms any benefits. In this research, we develop a framework grounded on the economics of standards, institutional theory, and strategic interorganizational information systems literatures to investigate the drivers and outcomes of OSIOS assimilation in a focused context. In order to test our hypotheses based on this framework, we used data from a high-technology supply chain and employed econometrics techniques. We found that both competition asymmetry across supply chain echelons and OSIOS assimilation within supply chain echelons predict individual firms’ OSIOS assimilation. The results also suggest that firms’ supply chain dominance is both a driver and an outcome of OSIOS assimilation, highlighting a mutually reinforcing process. In addition, our study reveals boundary conditions of the hypothesized relationships. The use of multiple theoretical perspectives, a unique dataset, and innovative statistical techniques to investigate OSIOS assimilation in high-technology supply chains contributes to the body of knowledge in both the supply chain management and management of information systems disciplines.     

Is all communication created equal?: an investigation into the effects of communication mode on perceived information quality

Enhancing communication between functions is crucial to successful product development and management. Previous work in the product innovation management literature has made two implicit assumptions. First, that increasing the frequency of information dissemination from one function to the other always improves the perceived quality of the information received. The second assumption is that all types of interfunctional communication carry equal weight in the decision‐making process of the target of that communication. The current study develops a typology of communication modes, which suggests a rationale for why these assumptions may not be true. The empirical findings of the study, based on a survey of 504 nonmarketing managers indicate that the relationship between total communication frequency and perceived information quality (PIQ) is nonlinear. Specifically, the study finds that marketing managers can either communicate too little or too much with nonmarketing managers. If they interact too infrequently, they run the risk of not understanding the way to most effectively communicate market information. If they communicate too much, they may overload the manager with too much information and erode the overall quality of the information sent. In addition, some modes of communication are more effective in improving perceptions of the quality of market information. For instance, regular e‐mail sent by marketing managers seems to have no effect on perceived information quality. On the other hand, e‐mail sent with supporting documentation can have a strong positive effect on perceived information quality. Impromptu phone calls by marketing have less positive effects than scheduled phone calls. Interestingly, too much of the wrong types of communication actually seem to reduce perceptions of perceived information quality, and consequently the likelihood that market information will be used. The study also suggests that certain kinds of communication are better for manufacturing managers and others more effective in sharing information with R&D managers. For instance, disseminating information through written reports seems to reduce perceived information quality. This is particularly true for R&D managers. On the other hand too many meetings can reduce perceptions of PIQ, particularly on the part of manufacturing managers. Implications for theory and practice are discussed.     

A Transdisciplinary Exploratory Model of Corporate Responses to the Challenges of Environmental Sustainability

Global surveys of business leaders identify the environment as a major issue of concern, but uncertainties about how to address the challenges of environmental sustainability are cited as a significant inhibitor to business responses. Persistent levels of corporate uncertainty in this domain may be due to the complexity of issues and difficulties in meaningfully capturing this complexity. Calls have been made for new ways to produce knowledge about complex societal challenges, including environmental sustainability. This paper aims to reduce business uncertainties and to stimulate business and research initiatives. The paper describes a field study of a global corporation's pioneering responses to environmental sustainability. The study highlights academic and practitioner collaboration to generate, transfer and implement new knowledge through an innovative research approach. The outcome is a transdisciplinary, exploratory model, presenting a progression of integrated activities and processes within eight categories of corporate responses. Implications for research and practice are considered. Copyright © 2013 John Wiley & Sons, Ltd and ERP Environment.     

Measuring mortgage credit availability: A frontier estimation approach

We construct a new measure of mortgage credit availability using a technique developed for production frontier estimation. The resulting “loan frontier” describes the maximum amount obtainable by a borrower of given characteristics. We estimate this frontier using mortgage originations data from 2001 to 2014. We find a substantial expansion of mortgage credit for all borrowers during the housing boom, not only for low‐score or low‐income borrowers. The subsequent contraction in credit was most pronounced for low‐score borrowers. Using variation in the frontier across metropolitan areas over time, we show that borrowing constraints played an important role in the recent housing cycle.     

Attitudes to intercity travel substitution

Potential intercity travel reduction by the substitution of teleconferencing is examined by analysing studies of business travellers' attitudes towards teleconferencing and the experience of organizations with operational teleconferencing systems. Important findings are cited, but neither the attitudes nor operational experience indicate a trend towards a travel reduction. It seems that teleconferencing first needs to be used as a supplemental form of communication before being accepted as a viable substitution for intercity business travel.