T r e n d s a n d r e s e a rc hi n t h e

de c i sion sc i e nc e s

Best Papers from the 2014 Annual Conference

This page intentionally left blank

T r e n d s a n d r e s e a rc hi n t h e

de c i sion sc i e nc e s

Best Papers from the 2014 Annual Conference

Decision sciences institute

eDiteD by Merrill Warkentin

Editor-in-Chief: Amy NeidlingerExecutive Editor: Jeanne Glasser LevineOperations Specialist: Jodi KemperCover Designer: Chuti PrasertsithManaging Editor: Kristy HartProject Editor: Andy BeasterCopy Editor: Cheryl WilmsProofreader: Audrey JacobsIndexer: Margaret HentzCompositor: codeMantraManufacturing Buyer: Dan Uhrig© 2015 by Decision Sciences InstituteUpper Saddle River, New Jersey 07458For information about buying this title in bulk quantities, or for special sales opportunities (which may include electronic versions; custom cover designs; and content particular to your business, training goals, marketing focus, or branding interests), please contact our corporate sales department at corpsales@pearsoned.com or (800) 382-3419.For government sales inquiries, please contact governmentsales@pearsoned.com. For questions about sales outside the U.S., please contact international@pearsoned.com. Company and product names mentioned herein are the trademarks or registered trademarks of their respective owners.All rights reserved. No part of this book may be reproduced, in any form or by any means, without permission in writing from the publisher.Printed in the United States of AmericaFirst Printing December 2014ISBN-10: 0-13-392537-4ISBN-13: 978-0-13-392537-1Pearson Education LTD.Pearson Education Australia PTY, Limited.Pearson Education Singapore, Pte. Ltd.Pearson Education Asia, Ltd.Pearson Education Canada, Ltd.Pearson EducaciÓn de Mexico, S.A. de C.V. Pearson Education—JapanPearson Education Malaysia, Pte. Ltd.Library of Congress Control Number: 2014952253

This volume of research is dedicated to the memory of Carol Latta, our Executive Director for so many years.

This page intentionally left blank

Contents

Foreword � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � xv

Acknowledgments � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � xvii

About the Author � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � xviii

Introduction � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � xx

Chapter 1 Disaster Response: Exploring the Impact on Area Emergency Services ................................................................ 1

Abstract ...........................................................................................................................1Introduction ....................................................................................................................1Literature Review ............................................................................................................2Research Methodology ...................................................................................................4Results and Discussion ...................................................................................................5Conclusions .....................................................................................................................8References .......................................................................................................................9About the Authors ........................................................................................................10

Chapter 2 Toward Tornado Prediction through Neural Modeling of Radar-Indicated Storm Features ..................................... 11

Abstract .........................................................................................................................11Introduction ..................................................................................................................11Meteorological Background .........................................................................................12Methods .........................................................................................................................14Results............................................................................................................................16Discussion and Conclusions ........................................................................................19References .....................................................................................................................19About the Authors ........................................................................................................20

Chapter 3 Use of Social Media in Disaster Management .................... 21Abstract .........................................................................................................................21Introduction ..................................................................................................................21Disaster Management Phases ......................................................................................22Social Media Technology in Disaster Management ...................................................23Methods .........................................................................................................................24

viii Contents

Results............................................................................................................................24Conclusions ...................................................................................................................25References .....................................................................................................................26About the Authors ........................................................................................................27

Chapter 4 A Social Network Analysis of NFL Coaches ....................... 28Abstract .........................................................................................................................28Introduction ..................................................................................................................28Literature Review ..........................................................................................................29Model Development .....................................................................................................29Results and Dicussion ..................................................................................................31Conclusions ...................................................................................................................34References .....................................................................................................................34About the Authors ........................................................................................................35

Chapter 5 Hotel Guest Satisfaction and Dissatisfaction Determination among Various Demographics ................... 36

Abstract .........................................................................................................................36Introduction ..................................................................................................................36Literature Review .........................................................................................................38Hypotheses Development ...........................................................................................40Methodology ................................................................................................................41Results ...........................................................................................................................43Discussions ....................................................................................................................45Conclusions and Extensions .......................................................................................52References .....................................................................................................................54About the Authors ........................................................................................................56

Chapter 6 CRM Maturity and Its Impact on B2B Customer Satisfaction: An Empirical Study ......................................... 57

Abstract .........................................................................................................................57Introduction ..................................................................................................................57Case Background ..........................................................................................................58CRM Maturity ...............................................................................................................58Linking CRM Maturity and Customer Satisfaction ...................................................59Implications ..................................................................................................................60References .....................................................................................................................61About the Authors ........................................................................................................61

ixContents

Chapter 7 Optimal Design of Discrete Dutch Auction with Limited Running Time ....................................................................... 62

Abstract .........................................................................................................................62Introduction ..................................................................................................................62Literature Survey ..........................................................................................................63Dutch Auction Models with Discrete Bidding............................................................65Numerical Results .........................................................................................................67Conclusions and Discussion ........................................................................................69References .....................................................................................................................69About the Authors ........................................................................................................71

Chapter 8 A Text Mining Approach for Exploring Service Quality in Healthcare ......................................................................... 72

Abstract .........................................................................................................................72Introduction ..................................................................................................................72Literature Review ..........................................................................................................73Analysis and Results .....................................................................................................76Discussion and Conclusions ........................................................................................79References .....................................................................................................................80About the Authors ........................................................................................................82

Chapter 9 Improving Timely Administration of Inhaled Medications in Hospitals ...................................................... 83

Abstract .........................................................................................................................83Introduction ..................................................................................................................83Literature Review ..........................................................................................................85Staggered Medication Schedules and Clinician Dispatching ....................................89Computational Study, Results, and Discussion ..........................................................94Conclusions ...................................................................................................................97References .....................................................................................................................97About the Authors ........................................................................................................99

Chapter 10 Kidney Allocation in Dual-Organ Transplantations .......... 101Abstract .......................................................................................................................101Introduction ................................................................................................................101Literature Review ........................................................................................................102

x Contents

Model Development ...................................................................................................104Results and Dicussion ................................................................................................105Conclusions .................................................................................................................108References ...................................................................................................................108About the Authors ......................................................................................................108

Chapter 11 Roadmap for Transformational Change in a Hospital Setting: Longitudinal View ................................................. 110

Abstract .......................................................................................................................110Introduction ................................................................................................................110Methodology ...............................................................................................................113Organizational Development (OD) Model Sequence ...............................................118Monitor and Measure the Results .............................................................................124Conclusions .................................................................................................................126References ...................................................................................................................126Appendix A .................................................................................................................129About the Authors ......................................................................................................130

Chapter 12 Managing Globally Diverse Service Employees in Segmented Markets ........................................................ 131

Abstract .......................................................................................................................131Introduction ................................................................................................................131Literature Review ........................................................................................................133Background Theory and Hypotheses ........................................................................135Conclusions .................................................................................................................142References ...................................................................................................................143About the Authors ......................................................................................................145

Chapter 13 Leading to Live: Factors Affecting Team Outcomes in Near-Death Encounters ................................................. 147

Abstract .......................................................................................................................147Introduction ................................................................................................................147Literature Review ........................................................................................................148Research Model and Hypotheses ...............................................................................151Research Design and Methods ...................................................................................153Findings and Discussion ............................................................................................158Limitations ..................................................................................................................162Implications for Practice and Future Research ........................................................162

xiContents

Appendix A: Summary of Original Measures ...........................................................163Appendix B: Common Method Bias with Common Latent Factor Results ...........166Appendix C: Cronbach’s Alpha .................................................................................167Appendix D: Model in AMOS ....................................................................................167Appendix E: CFA ........................................................................................................168Appendix F: Factor Correlation Matrix ....................................................................169References ...................................................................................................................169About the Authors ......................................................................................................174

Chapter 14 Impact of Relational Capital and Knowledge Heterogeneity on Knowledge Integration in Software Teams ................................................................................... 175

Abstract .......................................................................................................................175Introduction ................................................................................................................175Theory and Hypotheses ..............................................................................................176Scale Development and Data Collection ...................................................................180Analysis and Results ...................................................................................................182Discussion and Conclusions ......................................................................................184References ...................................................................................................................185Appendix .....................................................................................................................189About the Author ........................................................................................................190

Chapter 15 Delays in Projects: A Game Theoretic Study .................... 191Abstract .......................................................................................................................191Introduction ................................................................................................................191Literature Review ........................................................................................................192Preliminaries, Model Development, and Results .....................................................194Discussion of Results ..................................................................................................205Conclusions .................................................................................................................208References ...................................................................................................................209About the Authors ......................................................................................................212

Chapter 16 Resources and Operational Performance: An Empirical Assessment .......................................................................... 213

Abstract .......................................................................................................................213Introduction ................................................................................................................213Literature Review ........................................................................................................214Theoretical Development ...........................................................................................215Method ........................................................................................................................217

xii Contents

Results..........................................................................................................................220Conclusions .................................................................................................................222References ...................................................................................................................223Appendix A: Measurement Scales for Resources .....................................................224Appendix B: Measurement Scales for Operational Performance ..........................225About the Authors ......................................................................................................226

Chapter 17 Satisfying Warranty Claims on an Obsolete Product ........ 227Abstract .......................................................................................................................227Introduction ................................................................................................................227Elements of the Component Phaseout Announcement Problem ...........................228Literature Review ........................................................................................................228Models and Analyses ..................................................................................................230Summary of Lessons for Managers ...........................................................................239References ...................................................................................................................240Appendix .....................................................................................................................241About the Authors ......................................................................................................247

Chapter 18 Channel Structure Decisions for Manufacturers with Service Outsourcing ................................................... 248

Abstract .......................................................................................................................248Introduction ................................................................................................................248The Model ...................................................................................................................249Equilibrium Analysis ..................................................................................................250Conclusions .................................................................................................................252References ...................................................................................................................252About the Authors ......................................................................................................253

Chapter 19 Financial Implications of JIT Logistics and Defect Bullwhip Effect ................................................................... 254

Abstract .......................................................................................................................254Introduction ................................................................................................................254Literature Review ........................................................................................................255Modeling and Analysis of Propagation of Defects in a Supply Chain ....................256Numerical Example of Financial Performance Analysis .........................................259Discussion and Conclusions ......................................................................................261References ...................................................................................................................261About the Authors ......................................................................................................263

xiiiContents

Chapter 20 Do Competing Suppliers Maximize Profits as Theory Suggests? An Empirical Evaluation ................................... 264

Abstract .......................................................................................................................264Introduction ................................................................................................................264Literature Review ........................................................................................................266Theoretical Background .............................................................................................267Hypotheses ..................................................................................................................271Experimental Design ..................................................................................................272Results..........................................................................................................................273Discussion ...................................................................................................................275Conclusions .................................................................................................................278References ...................................................................................................................278Appendix A .................................................................................................................280About the Authors ......................................................................................................280

Chapter 21 Finding Relevant Variables and Interactions in Neural Network Credit Scoring Models ....................... 281

Abstract .......................................................................................................................281Introduction ................................................................................................................281Literature Review ........................................................................................................282Credit Scoring Neural Networks with Augmented Input ........................................286Experimental Results ..................................................................................................289Discussion and Conclusions ......................................................................................293References ...................................................................................................................294About the Author ........................................................................................................296

Chapter 22 Airline Structural Design Choices: Panel Data Analysis ................................................................................ 297

Abstract .......................................................................................................................297Motivation ...................................................................................................................297Service System Design Theory ...................................................................................298Data and Experimental Methodology .......................................................................300Discussion of Model Estimates ..................................................................................308Conclusions and Implications ...................................................................................309References ...................................................................................................................310About the Authors ......................................................................................................312

xiv Contents

Chapter 23 A Review of Heuristic and Optimal Aircraft Boarding Strategies in the U.S. Airline Industry .............................. 313

Abstract .......................................................................................................................313Introduction ................................................................................................................313Survey of Boarding Strategies ....................................................................................314Realities on Aircraft Boarding ...................................................................................327Concluding Remarks ..................................................................................................328References ...................................................................................................................329About the Author ........................................................................................................330

Chapter 24 Effects of Strategic Orientations and New Service Development Performance ................................................ 331

Abstract .......................................................................................................................331Introduction ................................................................................................................331Literature Review ........................................................................................................332Theoretical Development/Model ...............................................................................333Research Methods .......................................................................................................336Data Analysis and Resuts ...........................................................................................338Discussion and Conclusions ......................................................................................341References ...................................................................................................................343About the Authors ......................................................................................................349

Chapter 25 Productivity: A Mediator of the Relationship between CSR and Performance. ....................................................... 350

Abstract .......................................................................................................................350Introduction ................................................................................................................350Literature Review and Hypotheses ............................................................................351Methods .......................................................................................................................354Analysis and Results ...................................................................................................356Discussion ...................................................................................................................362References ...................................................................................................................363About the Authors ......................................................................................................366

Index ............................................................................. 367

Foreword

“Scientists in different disciplines don’t speak the same language. They publish in different journals. It’s like the United Nations: You come together, but no one speaks the same language, so you need some translators.” —Neil deGrasse Tyson

“Almost always, great new ideas don’t emerge from within a single person or function, but at the intersection of functions or people that have never met before.” —Clayton Christenson

There is no shortage of irony in the world. In the academic world of business, one of the biggest ironies is that faculties are organized around specific func-tions—such as marketing, finance, accounting, operations, supply chain—while

businesses themselves have to find a way to integrate many diverse functions. At the end of the day, a business must market the product to find a customer, make the product, finance the costs, and account for the cash flows. Any of these functions without the others is simply not sufficient. Yet, the research world specializes in specialty journals—Journal of Operations Management, Journal of Marketing, Journal of Finance. They are where, for the most part, scholars are expected to “make their reputations.” And yet, the most impactful research is research that crosses disciplines—think of the service profit chain, or the resource based–view of strategy, or transaction cost economics. The most impactful articles, theories, and methods have an influence across many fields. The Decision Sciences Institute (DSI) has long been a leader in promoting cross-functional research; thus, it is my pleasure to have the opportunity to introduce the first Annual Volume of Research in the Decision Sciences. This volume, consisting of papers nomi-nated for best paper awards at the annual conference, is an effort of DSI to promote the strongest interdisciplinary research in business.

To illustrate the interdisciplinary nature of DSI, I reviewed first-year of articles in the Decision Sciences Journal (1970). At its heart, DSI was founded as an interdisciplinary society with the goal of promoting the use of quantitative analysis to guide organizational

xvi Foreword

decision making. Consider the interesting mix of papers in the first year of our flagship journal:

An article by one of the leading thinkers/developers of information processing theory—Jay Galbraith, “Path-Goals Models a Basis for the Design of Organization Reward Systems”

One article by a seminal marketing researcher—Leonard Berry, Texas A&M University, “In Pursuit of Consumer Theory”

One article by a global marketing expert—Donald Sexton, Columbia University, “Before the Inductive Leap: Eight Steps to System Simulation”

Several articles on finance—E. Bruce Fredrikson, Kent State University, “Noneconomic Criteria and the Decision Process” and Harold Bierman, Cornell University, “Estimating the Cost of Capital, A Different Approach”

An article in the area of managerial economics—Lawrence Southwick, Jr., SUNY Buffalo, “Managing Incentives in a Poverty Reduction Program”

As this list illustrates, DSI has long offered an interdisciplinary view of research. This view is becoming more and more apropos, as business analytics explodes in applications across each of the functional areas. I hope you will find each of the articles included in this volume to be an example of this rich heritage of DSI.

Kenneth K. Boyer, Fisher College of Business, The Ohio State University

DSI VP—Professional Development

Acknowledgments

I wish to first acknowledge the authors who have contributed to this first annual volume of research in the decision sciences. Their research efforts are at the core of the Decision Science Institute’s purpose and mission, and their hard work in

preparing these manuscripts for this publication was essential and exemplary.

I also want to thank the reviewers of these manuscripts, who provided valuable critiques and suggestions to the authors for improvement of their manuscripts. Their assessment of the manuscript quality was also a critical component of this project’s success. The contributions and assistance of Professor Manus “Johnny” Rungtusanatham of The Ohio State University, this year’s DSI Conference Program Chair, and Joy Field of Boston College, this year’s Proceedings Coordinator, were instrumental.

I also wish to thank Jeanne Glasser Levine, the Executive Editor at Pearson/FT Press, who worked tirelessly to pull together all the elements of this project from vision to implementation. Many activities and tasks are necessary to create this volume, from editing to production to marketing; her contributions are invaluable.

I also wish to thank President Marc Schniederjans of the University of Nebraska for supporting and championing the project that brought book to life.

Finally, I want to acknowledge my wife of nearly 30 years, Kimberly, whose steadfast support and love enable me to pursue my dreams. Thank you.

Merrill Warkentin, Volume EditorMississippi State University

About the Author

The Decision Sciences Institute (DSI) is an independent nonprofit educational multidisciplinary professional orga-nization of academicians and practitioners interested in the

application of quantitative and behavioral approaches to all mana-gerial decision making in business, government, and society.

Through national, international, and regional conferences, competitions, and publications, the Institute provides an international forum for presenting and sharing research in the study of decision processes across disciplines. The Institute also plays a vital role in the academic community by offering professional development activities and job placement services.

Five regional subdivisions in the United States, as well as regions representing Europe, Mexico, Asia-Pacific, and the Indian subcontinent, operate independently within the Institute. Each region has its own elected officers and holds annual meetings.

Our members specialize in functional areas such as information systems, finance, mar-keting, management, accounting, manufacturing/service management, supply chain management, and decision support processes, as well as institutional areas such as healthcare, public administration, resource management, and higher education. They employ leading rigorous research techniques, including experimental designs, empirical quantitative analysis, optimization, simulation, surveys, and other scientific methods, while also valuing innovative methodological horizons.

The Institute’s goals are to

1� enrich the diverse disciplines of the decision sciences;

2� integrate these disciplines into bodies of knowledge that are effectively utilized for decision making;

3� develop theoretical bases for such fundamental processes as implementation, planning, and design of decision systems; and

4� improve educational programs in the decision sciences.

Merrill Warkentin is Professor of MIS and the Drew Allen Endowed Fellow in the Col-lege of Business at Mississippi State University, where he is also a member of the research staff of the Center for Computer Security Research and the Distributed Analytics and Security Institute. He was formerly the Director of the Ph.D. program in MIS. He has published more than 250  manuscripts, including 50 peer-reviewed journal articles. His work has been cited more than 7,500 times and his H-index is 23, according to Google Scholar. He has been ranked among the top 100 IS scholars in the world as reported

xixAbout the Author

by Venkatesh’s rankings of authors publishing in the AIS basket of top eight journals. His research, primarily in behavioral issues in information security, electronic collaboration systems, and eCommerce/eGovernment, has appeared in such journals as MIS Quarterly, Deci-sion Sciences, European Journal of Information Systems, Decision Support Systems, Information Systems Journal, Communications of the ACM, Communications of the AIS, The DATABASE for Advances in Information Sys-tems, Information Resources Management Journal, Jour-nal of Organizational and End User Computing, Journal of Global Information Management, and others. Pro-fessor Warkentin is the author or editor of six books, including Enterprise Information Systems Assurance and System Security: Managerial and Technical Issues.

Dr. Warkentin is currently an associate editor (AE) of MIS Quarterly, Decision Sciences, European Journal of Information Systems, Information & Management, Information Resources Management Journal, Journal of Information Systems Security, and Journal of Information Science and Technology, and has previously served as AE of other journals. He is senior editor of the new AIS Transactions on Replication Research and Eminent Area Editor for Decision Sciences journal. He will Co-Chair AMCIS2016 and has held leader-ship positions for numerous international IS conferences, including Track Chair for DSI, ICIS, AMCIS, and ECIS, and Program Chair for WISE2007, WISP2009, and the 2009 IFIP Workshop on IS Security Research. Dr. Warkentin is the Chair of the UN-spon-sored IFIP Working Group on Information Systems Security Research (WG8.11/11.13) and the AIS Departmental Editor for Security and Privacy. In 2014, he chaired the search committee to select the editor-in-chief of the Decision Sciences journal.

Dr. Warkentin has served as a consultant to numerous companies and organizations and has been a featured speaker at almost 200 industry association meetings, executive development seminars, and academic conferences. He has been a Lecturer at the Army Logistics Management College and was named a “National Distinguished Lecturer” by the Association for Computing Machinery (ACM). He has been a visiting professor or invited speaker at more than 25 universities, including Georgia State, LSU, Florida State, Indiana, Clemson, Copenhagen Business School, McMaster, Fudan, Oulu, Jyväskylä, and others. His research has been funded by the UN, IBM, NSA, DoD, US Navy, Homeland Security, and others. He was previously on the faculty at George Mason University and held the Reisman Research Professorship at Northeastern University in Boston, where he was also the Director of MIS and eCommerce programs at both the graduate and undergraduate levels. Professor Warkentin’s Ph.D. in MIS is from the University of Nebraska-Lincoln. He can be reached at mwarkentin@acm.org.

Introduction

This first Volume of Research in the Decision Sciences is the first scholarly book sponsored by the Decision Sciences Institute (DSI). It represents a range of leading-edge research projects conducted within the multidisciplinary fields of

decision sciences. Decision sciences scholars and practitioners apply a range of rigorous quantitative and behavioral approaches, frameworks, and methodologies to support and solve decision challenges experienced by individuals, organizations, and societ-ies. They draw from functional areas such as information systems, manufacturing/service management, supply chain management, finance, marketing, management, accounting, and decision support, as well as institutional areas such as healthcare, public administration, resource management, and higher education. Decision sciences scholars employ leading rigorous research techniques, including experimental designs, empirical quantitative analysis, optimization, simulation, surveys, and other scientific methods, while also valuing innovative methodological horizons. This volume will provide decision makers with a set of practical and successful approaches to address the decision challenges they face.

The authors of these manuscripts submitted their work to be considered for the Annual Conference, held in Tampa, Florida, during November 2014. The reviewers selected a subset of all the submitted papers to be considered for “Best Paper” awards, and these papers are drawn from that subset. The authors have further refined their work for this annual volume. We encourage the members of DSI to submit their best work to future conferences.

This volume has 25 outstanding papers that apply various rigorous research methods to a range of important decision environments. The first set of papers applies vari-ous information systems to the problems of disaster response, football coaching, and customer satisfaction. Dooley, Fan, and Stading have established how emergency services are affected by disaster, and by analyzing data collected before and after major incidents, they have offered improved solutions to enhance preparation. White, James, and Cook have written custom software designed to mine data about tornados, using techniques from neural modeling and detection algorithms to suggest better methods of prediction. Iongamassi, Ramakrishnan, Rahman, and Rose investigate disaster management by leveraging social media as a source of data to link tools to relief phases.

Behara, Huang, and Huang have examined the complex relationships between foot-ball coaches by applying social network analysis to identify the role of leadership and “schools” of coaching success. Xu and Li analyze online customer reviews of hotels to determine how customer satisfaction and dissatisfaction varies by demographics and

xxiIntroduction

other factors. Arici and Niranjan present an in-depth comparative case study to explore how the maturity of a firm’s customer relationship management (CRM) system affects customer satisfaction. Finally, Li, Yue, and Guo study the optimal design of an online Dutch auction from the auctioneer’s perspective.

In the area of operations management, we have several papers that apply various ana-lytical techniques to the problems of healthcare management and quality assessment. Calderon, James, Cook, and Keeling applied and extended SERVQUAL by applying text mining to the comments left by patients about their physicians. Eason, Lapoint, and Ace-vedo developed an improved clinician dispatching system so hospitals can increase the timeliness of providing inhaled medications for COPD patients. Behara and Rao devel-oped a neural network–based decision support model to allocate kidneys in complex dual-organ situations. Lawrence, Tworoger, and Ruppel conducted a longitudinal case study in a hospital over 12 years that showed how managers successfully implemented a team strategy that radically altered the organizational culture. Yayla-Kullu, Tansitpong, Gnanlet, McDermott, and Durgee evaluated the role of national culture as a factor affect-ing the service quality outcomes of individual employee behaviors.

Situational awareness and perceived control in the context of experiencing death is seen as a better predictor of successful coping than training and experience in a study by Dixon, Boland, Perelli, Weeks, and Gaskin. Mehta investigated the role of knowledge heteroge-neity and relational capital on knowledge integration in software teams. Padalkar and Gopinath wanted to understand the role of human behaviors in causing project delays, and they applied a game-theoretical framework to show that delay-causing actions can have rational origins. Flynn, Picasso, and Paiva applied a resource-based view to identify the role of resources in supporting achievement of operational performance priorities. Cole, Kazaz, and Webster analyzed and compared policies implemented by manufactur-ers who phase out a product component, and established guidance for determining the final order quantity to satisfy demand for the component for ongoing warranty obliga-tions. Xiao, Xia, and Zhang examined the distribution channel and service outsourcing decisions for two manufacturers who compete on price and services, and identified the impact of various factors on the channel structure decision. To understand the finan-cial implications on supply chain performance, while considering random production process failures, Hung Li, and Tangpong examined JIT logistics and the defect bullwhip effect. Elahi and Blake considered a supply chain model for outsourcing a commodity product in which a buyer allocates demand.

We also have several operations research and related manuscripts that address inter-esting problems. Setiono uses a neural network pruning and rule extraction approach to analyze the relevant variables and interactions on a credit scoring dataset, and pro-poses new terms to simplify the classification rules. West and Dellana seek to optimize airline operational profitability by conducing panel data analysis, and their empirical results offer insights into the impacts of structural design choices and other factors.

xxii Introduction

In another airline decision environment, Kuo and Alkhars evaluated aircraft boarding strategies adopted by major airlines in the United States; they present a way to optimize the grouping of passengers to load an aircraft.

Finally, we have two fine papers that address organizational strategy. Cheng, Xu, and Sheu investigate the relationships among five types of strategic orientation, strategic flexibility, and six dimensions of new service development performance in the business-to-business service context. Miles and Miles present the case for how corporate social responsibility impacts firm productivity by testing their approach on a sample of Fortune 500 firms.

Together, these papers represent outstanding analyses and solutions that are not only interesting, but which offer promise to real-world individuals and organizations who face important decision challenges. We trust you will enjoy reading these papers.

Merrill Warkentin, Volume Editor

367

Index

AAcevedo, Russ, 100Achievement-nurturance scale, 139Action research, 113–114, 118–126Aircraft boarding, 313–328Aircraft fleet complexity, 302, 306, 309Aircraft turnaround time, 313–314Airline industry, 297–310, 313–329Airlines network centrality, 305–306Airline structural design choices,

299–310Aisle interferences in airline boarding,

322–327Allocation function, 266Analysis of Moment Structures

(AMOS), 154, 167Area disaster, 3Area under the curve (AUC), 290Arici, Gizem, 61Army Leadership Field Manual, 148Aspiring worker, 194–195, 202, 206–209Attribution, 193, 201Autonomy, 194Aversion gap, 206, 207

BBacking winds, 12Back orders, 268

Back-to-front aircraft boarding strategy, 315–316

Bankruptcy events, 303, 307, 309Barabasi-Albert scale-free network, 31Base-stock, 265, 268–272B2B customer satisfaction, 57–60B2B service firms, 334–343Behara, Ravi S., 35, 108–109Behavioral operations management,

264–278Benchmark policy for final order

quantity, 237–239Between-group aisle interferences, 324Between-group seat interferences, 324Betweenness centrality of coaches, 32Bidders, controlling the number of,

63–69Bidding prices, 62–63Blake, Roger, 280Block aircraft boarding strategy,

317–318Boland, Richard Jr., 174Bullwhip effect, 254–261Buyback price, 230

CCalderon, Eduardo D. Villacis, 82CAPE (convective available potential

energy), 12–13

368 Index

Case study, 57–60Casual worker, 195, 202, 206–209Catastrophe v. area disaster, 3Centrality of coaches, 28–29, 31–33Centralization of the supply chain,

248–252Chance-constrained model of staggered

medication times, 91–92Channel structure, 248–252Cheng, Colin, 349Christenson, Clayton, xvChronic obstructive pulmonary

disorder (COPD), 83Clinical decision support for predicting

kidney transplant survival, 107Coaching

analysis of, 28–34processes and organizational change,

121Coach network characteristics, 30–31Cognition and reasoning, 264–278Cole, Dwayne D., 247Collectivism, 137Common latent factor (CLF), 156, 166Common method bias (CMB), 156, 166,

338Common method variance, 219–220Common-value auction, 64Competitive advantage, 214–216, 352Component demand rate, 230–231Component phase out announcement

(CPOA), 227–228Component stockout probability,

228–229Composite reliability, 156Confirmatory factor analysis (CFA),

156, 168

Construct operationalization, 153–154

Continuous attributes, 282, 286–287, 289–291, 293–294

Control behavior, 194Convective inhibition (CIN), 12Convergent validity, 156, 218Cook, Deborah F., 20, 82COPD, 83Corporate social responsibility (CSR),

350–363Credit scoring, 281–294Critical chain concepts, 192CRM maturity, 57–60Cronbach’s Alpha, 156, 167Culture

impacting differentiated services, 135–143

and power distance (PDI), 135–137Customer demographics, 36–37, 39–54Customer dissatisfaction, 39–40Customer engagement, 334Customer feedback for healthcare

services, 72–80Customer relationship management

(CRM) maturity, 57–60Customer satisfaction, 38–39, 56–60Customer segments, 132, 135Cycle time, 299

DDecentralization of the supply chain,

248–252Decision sciences, xviiiDecision Sciences Institute (DSI),

xv–xvi, xviii, xx

369Index

Decision tree credit scoring model, 282–284

Dees, Andrew, 32Defective products propagation, 256–261Delivery interval, 259–261Dellana, Scott, 312Demand allocation, 264, 269Demand fluctuation, 254–255Determinants of customer satisfaction

and dissatisfaction, 36, 38–54Differentiated services impacted by

culture, 135–143Differentiating manager, 202–204Diffused airport network design, 301Direct routing, 301, 309Disaster management and use of social

media, 21–25Disaster response, 1–10Disasters, 3–4Discrete bid level in Dutch auctions,

63–69Discretized values, 282, 289–293Discriminate validity, 156Dixon, Deirdre P., 174Dooley, Minique French, 10Dual-organ transplantations and

kidney allocation, 101–107Durable goods manufacturer, 227–228Durgee, Jeffrey, 146Dutch auction, 62–69

EEaston, Fred F., 99Eigenvector centrality of coaches, 32Elahi, Ehsan, 266, 280Electronic word of mouth, 37–38, 53

Emergency medical service incidents during a disaster, 8

Emergency response to a disaster, 1–10End-stage renal disease (ESRD), 101Erdos-Renyi network, 30Expectancy, 193, 201Exploratory factor analysis (EFA), 154,

156External healthcare environment,

perception of, 114–115External knowledge integration,

175–176, 183–185and knowledge heterogeneity, 178–179and relational capital, 179–180

FFactor correlation matrix, 156, 169Failure rate, 233–236, 238, 242Fan, Ying, 10Federal Emergency Management

Agency (FEMA), 22Feedforward neural network, 287–289Femininity, 139File Programs database, 4Final order quantity for phased out

component, 227–230, 237–239Financial performance and corporate

social responsibility, 350–363Fire departments in an area disaster

response, 4Fire incidents, types of, 5–9Firm financial performance, 356–360Firm productivity, 355–356Flickr as communication tool during

disaster management, 23Flight schedule, 299

370 Index

Flying carpet aircraft boarding strategy, 321–322

Flynn, Barbara B., 226Food and beverage costs of airlines,

303Free repair/replacement warranty

policy, 228

GGame of imperfect information with no

rewards or penalties, 196–197Game of limited penalties, 197–198Game of uniform penalties, 198Game of uniform penalties with

asymmetric rewards, 199–200Game of uniform penalties with

symmetric rewards, 199Game theory, 191, 194–209, 248–252,

271–278Gaskin, James, 174Genetic programming, 284Geographical information systems

(GIS), 22, 23Gephi, 30Gnanlet, Adelina, 145–146Goal setting, 193–194, 201Gopinath, Saji, 212Guo, Yuntao, 71

HHarbaugh, John, 32Healthcare analytics in kidney

transplant modeling, 103–107Healthcare industry, 110–126Healthcare service quality, 72–80

improving administration of inhaled medications, 83–97

High-end customer segments, 132, 135–143

Hofstede, G., 131–132Horizontal differentiation, 249Hospital setting and transformational

change, 110–126Hotel managers and electronic word of

mouth, 53Hotel room characteristics, 46–47Hotels and customer satisfaction and

dissatisfaction, 36–54Hotel staff performance, 46–47Huang, Derrick, 35Huang, Preston, 35Hub-and spoke strategy, 299–301Hub index, 305Human behavior impacting project

delays, 191–209Human resources, 214, 217, 221Hung, Kuo-Ting (Ken), 263

IImperfect inspection process, 256–260Incident-related variables, 1Incident types, 4–9

after the fire compared to before the fire, 8

after the fire compared to during the fire, 8

during the fire compared to before the fire, 7

Individualism impacting service quality, 137–139

“In extremis” leadership, 147–169In extremis outcomes, 148–149, 164Information technology (IT) in disaster

management, 22–23

371Index

Infrastructure design, 298Inhaled medications and timely

administration of, 83–97Inspection process, 254, 256–261Integration, 175–176, 298Interaction orientation, 334, 336–337,

339–343Interaction terms, 281–282, 286–287,

291–294Internal knowledge integration, 175–177,

183–184and knowledge heterogeneity, 178–179and relational capital, 179

International orientation, 334, 336, 337, 339–343

Interpersonal communication, 179Intrinsic behavior, 193–194Inventory buffer, 255, 261Inventory competition, 265, 269–278Inventory fill rate, 265, 269–278Inventory holding cost, 258

JJames, Tabitha L., 20, 82Jet fuel costs, 303–304JMP software, 11, 15, 17–18Just-in-time logistics, 254–261

KKazaz, Burak, 247Keeling, Kellie B., 82Kidney after liver transplant (KALT),

103–107Kidney allocation in dual-organ

transplantations, 101–107Kidney transplantation, 102–104

Kinder, Lyndenberg and Domini (KLD) index, 355, 363

Knowledge heterogeneity, 175, 177–179, 183–185

Knowledge integration, 175–189and knowledge heterogeneity, 178–179and relational capital, 179–180

Knowledge-sharing model, 112–113Kuo, Ching-Chung, 330

LLaboratory experiments, 264–265,

272–275LaPoint, Gary, 100Latent constructs, validity and

reliability of, 156, 158Latent semantic analysis (LSA), 38,

42–43Lawrence, Eleanor T., 130Leadership driving organizational

change, 111–112, 116–126Leadership in near-death encounters,

147–149, 153, 158, 161–162, 165Leadership of coaches, 29–34Lean consumption, 297–310Lean manufacturing, 254–261Learning orientation, 334, 336–337,

339–343Li, Jin, 263Li, Yibai, 56Li, Zhen, 71Liability cost, 257–258Linear regression credit scoring model,

285Liver/kidney dual transplantation and

kidney allocation, 101–107Local emergency service providers, 2

372 Index

Local emergency service resources during a disaster, 2–10

Local emergency services in an area disaster response, 4

Logistics, 254–261Longitudinal view of changes in the

hospital setting, 110–126Long-run average, 258Long-term recovery in disaster

management, 23Loss aversion, 264–265, 275–277Low-end customer segments, 132,

135–143

MManager’s odds ratio, 207–208Manufacturers with service

outsourcing, 248–252Market for virtue, 350Market orientation, 331–337,

339–343Market segmentation and national

culture, 135Marucheck, A., 133Marzban, C., 15Masculinity impacting service quality,

139–140Matching trade-in policy, 231, 234–236,

241–247McDermott, Chris, 146Mediation analysis, 360Medication errors, 83, 86, 88–97Mehta, Nikhil, 190Menor, L. J., 133Mesocyclone Detection Algorithm

(MDA), 11, 13

Mesocyclones, detection and analysis of, 14–19

Metters, R., 133Miles, Grant, 366Miles, Patti, 366Military in near-death encounters,

147–169Milne-Kelly aircraft boarding strategy,

320–321Mitigation activities in a disaster, 3–4Mitigation phase of disaster

management, 22Mono-hub, 301Motivating manager, 194, 200, 205–209Motivation, 193–194Motor vehicle accidents during a

disaster, 8

NNaïve Bayesian classifier, 77Nash equilibrium, 195–201, 205, 265–272,

274–277National Climatic Data Center

(NCDC), 14National culture

impacting service quality, 131–143and market segmentation, 135and operations management, 134and services marketing, 133–134

National Fire Incident Reporting System (NFIRS), 4–9

National Football League, 28–34National Oceanic and Atmospheric

Administration (NOAA), 11Near-death encounters and leadership,

147–169

373Index

Network pruning, 288–289, 291, 293–294Neural modeling, 11Neural networks, 15–18, 281–294

with augmented input, 289–293for predicting kidney transplant

survival, 103–107training and pruning, 287–289

New inputs generation, 286–287New service development, 331–343NFL and social network analysis, 28–34Ngamassi, Louis, 27Niranjan, Tarikere T., 61Nominalist approach to boundary

specification in social network studies, 30

Nonlinear programming, 64–67Nonresponse bias, 338Nurturing manager, 202–203, 206–207

OObsolete product and satisfying

warranty claims, 228–240Online feedback of healthcare service

quality, 72–80Online reviews, 36–38, 53On-time performance, 192On-time treatments, economic

incentives for, 85–86Open-seating aircraft boarding

strategy, 318–319Operational performance, 213–222, 299,

306–307Operations cost, 257–258Operations management and national

culture, 134Operations strategy, 213–214

Optimal competition, 265, 269–272Optimal reserve price, 68Organizational culture change, 112–126Organizational development model,

112, 118–126Organizational outcomes, 351–353Organizational resources, 214Outside in aircraft boarding strategy,

316–317Outsourcing, 264–278

PPadalkar, Milind, 212Paiva, Ely Laureano, 226Parks method of analysis, 308Patient reviews, 72–80Patient satisfaction metrics, 124–125Penalties, 197–200, 203, 205Perceived control during in extremis

situations, 151–154, 161Perelli, Sheri, 174PERT, 192Physical resources, 214Physicians and service quality

perceptions of, 72Physician satisfaction metrics, 124–125Picasso, Fernando G., 226Point-top-point carriers, 301–302Poisson process, 66–67Porter, Michael, 302Positive employee outcomes, 351–353Power distance (PDI) impacting service

quality, 135–137Premature readmissions, 85–86Preparedness in a disaster, 3–4, 22

374 Index

Price and service competition, 248–252

Price-based competition, 303, 306–309Process coaching, 121–122Procrastination, 193Product differentiation, 249Production modeling, 255Production process failures, 254,

256–261Productivity, 203–204, 350–363Product quality, 254–255, 261Product return rate, 232Profitability, 299–310Profit maximization, 264–265, 275–277Project delays, 191–209Project interdependence, 181–182Project management, 191–192Project uncertainty, 181, 182Proprietary equipment, 214–215, 217,

221–222Pro rata refund, 228

RRadar stations sampling, 13–14Rahman, Shahedur, 27Ramakrishnan, Thiagarajan, 27Random aircraft boarding strategy, 317,

327Random production process failure,

256–261Rao, Vinaya, 109RapidMiner 5.0, 42Realist approach to boundary

specification in social network studies, 30

Reciprocity, 179

Recovered components for warranty claims, 228–230

Recovery in a disaster, 3–4, 23Reed, Andy, 32Reid, Andy, 33–34Relational capital, 175–178, 181–184

and knowledge integration, 179–180Re-RX algorithm, 282, 289Reserve price, 63–67Resource-based view (RBV), 215–216,

332–333Resource management and allocation,

4–9Resources supporting operational

performance, 213–222Respiratory care practitioners (RCP),

84–85, 87–97allocation and assignment, 92–94

Respiratory therapy drugs and improving timely administration of, 83–97

Response in a disaster, 3–4, 23–24Retailer’s service costs, 248–252Return of product, 260–261Returns for spare parts, 229Revenue maximization in a Dutch

auction, 62–69Reverse pyramid aircraft boarding

strategy, 317–318Review-generating factors, 38Rewards, 194, 198–200, 203, 205Rose, Henry, 27Rotating zones aircraft boarding

strategy, 316Roth, A. V., 133Rule extraction, 282, 285–286, 289, 291–293Ruppel, Cynthia P., 130

375Index

SSalary structures of pilots, 304Scale of operations, 302Schedule uncertainty, 192–193Scheduling policies and systems, 84–97,

192–193Seat interferences in airline boarding,

322–327Self-awareness, 148Self-efficacy, 150, 152–153, 161, 163, 193Self-organizing maps, 285Sentiment scores, 77–79Service competition, 265, 269–278Service concept, 301Service cost, 249–252Service delivery networks, 301–303Service execution, 297–310Service level, 249–252Service operations, 2–10, 264–278Service orientation, 334, 336, 339–343Service outsourcing, 248–252Service quality

in healthcare, 72–80impacted by culture, 131–143impacted by individualism, 137–139impacted by masculinity, 139–140impacted by power distance (PDI),

135–137impacted by uncertainty avoidance,

140–142Services design and delivery impacted

by culture, 132–143Services marketing and national

culture, 133–134Service system design, 298–300SERVQUAL, 72–80

Setiono, Rudy, 296Sheu, Chwen, 349Shop-floor logistics, 255Short-term recovery in disaster

management, 23Simultaneous game of mixed strategies,

196–200Simultaneous game of pure strategies,

195–196Simultaneous kidney/liver transplant

(SKLT), 103–107Situation awareness, 148, 149, 151–154,

158–164SMT (social media technology), 21–25Social issues, 350–363Social media in disaster management,

21–25Social network analysis of NFL coaches,

28–34Social networking sites, 23–24Software development, 175–176Software teams, 175–177Specification Preference Gap (SPG), 207Stading, Gary L., 10Staggered medication times, 84–97

chance-constrained model, 91–92Steffen aircraft boarding strategy, 320Stern manager, 194, 200, 205–209Stochastic programming, 84, 89–93Strategic flexibility, 331–333, 335,

341–343Strategic management-operations

interface, 351–363Strategic orientation, 331–343Strategy centralization, 248–252Strategy decentralization, 248–252Stress tolerance, 150, 152–153, 161, 166

376 Index

Structural design choices, 297–310Structural service delivery design,

298–300Stumpf, G. J., 15Subgame Perfect Nash Equilibrium

(SPNE), 201, 205, 250Sullivan, Mike, 32Supercell thunderstorms, 12Suppler selection (SS), 266Supplier allocation (SA), 266Suppliers, competing, 265–278Supplier’s effort, 266Supply chain, 135–143, 248–252Supply chain contracts and incentives,

264–278Supply chain logistics, 254–261Support vector machines (SVM), 284Sustainability, 228–239Symmetric centralization, 251–252Symmetric decentralization, 251–252

TTangpong, Chanchai, 263Tansitpong, Praowpan, 145Task definition, 195, 202, 205–209Task differentiation, 203–204Task execution and human factors,

192–193Team characteristics, 175Team’s knowledge, 175Team structure in the hospital setting,

116–124Technology, 215, 217, 221–222Tenure of NFL coaches, 34Text mining, 38, 42–43

service quality in healthcare, 72–80

Tornado prediction, 11–20Tornado-to-mesocyclone-group

matchings, 14–19Total degree centrality of coaches, 32Toyota Production System concepts,

254Trade-in credit, 232, 234Trade-in discount, 231–233, 236Trade-in offer, 232–239Trade-in policies, 227–239Trade-in potential, 233, 237, 239Trade-in resistance, 232Trade-in return volume, 228–230Training for near-death encounters,

148, 150–152, 158–162, 165Transformational change in the

hospital setting, 110–126Tri-Lakes-Monument Fire Protection

District (TLM), 4–5Trust among team members, 179Turnaround time, 313–314Twitter as communication tool during

disaster management, 24Tworoger, Leslie C., 130Tyson, Neil deGrasse, xv

UUncertainty, 192–193

impacting service quality, 140–142

VValues and norms, 132Variance of profitability, 258Veering wind profile, 12Vertical differentiation, 249Volume coverage patterns (VCP), 13

377Index

WWarkentin, Merrill, xviii–xixWarranty claims, 227–239

demand, 228, 239Warranty population, 234, 236, 239, 242,

246Webster, Scott, 247Weeks, Michael R., 174West, Dr., 312White, Trevor S., 20Wind field, 12Within-group aisle interferences, 324Within-group seat interferences, 324–327Work-related behaviors, 193–194Wrong-time medication errors, 83, 86,

88–97

XXia, Yusen, 253Xiao, Tiaojun, 253Xu, Xun, 56Xu, Youngmei, 349

YYayla-Kullu, Muge, 145Yield fluctuation, 254–255Yue, Jinfeng, 71

ZZero-one linear programming, 314,

322–327Zhang, G. Peter, 253