Table of Contents
Foreword xv
Acknowledgments xvii
About the Author xviii
Introduction xx
Chapter 1: Disaster Response: Exploring the Impact on Area Emergency Services 1
Abstract 1
Introduction 1
Literature Review 2
Research Methodology 4
Results and Discussion 5
Conclusions 8
References 9
About the Authors 10
Chapter 2: Toward Tornado Prediction through Neural Modeling of Radar-Indicated Storm Features 11
Abstract 11
Introduction 11
Meteorological Background 12
Methods 14
Results 16
Discussion and Conclusions 19
References 19
About the Authors 20
Chapter 3: Use of Social Media in Disaster Management 21
Abstract 21
Introduction 21
Disaster Management Phases 22
Social Media Technology in Disaster Management 23
Methods 24
Results 24
Conclusions 25
References 26
About the Authors 27
Chapter 4: A Social Network Analysis of NFL Coaches 28
Abstract 28
Introduction 28
Literature Review 29
Model Development 29
Results and Dicussion 31
Conclusions 34
References 34
About the Authors 35
Chapter 5: Hotel Guest Satisfaction and Dissatisfaction Determination among Various Demographics 36
Abstract 36
Introduction 36
Literature Review 38
Hypotheses Development 40
Methodology 41
Results 43
Discussions 45
Conclusions and Extensions 52
References 54
About the Authors 56
Chapter 6: CRM Maturity and Its Impact on B2B Customer Satisfaction: An Empirical Study 57
Abstract 57
Introduction 57
Case Background 58
Crm Maturity 58
Linking Crm Maturity and Customer Satisfaction 59
Implications 60
References 61
About the Authors 61
Chapter 7: Optimal Design of Discrete Dutch Auction with Limited Running Time 62
Abstract 62
Introduction 62
Literature Survey 63
Dutch Auction Models with Discrete Bidding 65
Numerical Results 67
Conclusions and Discussion 69
References 69
About the Authors 71
Chapter 8: A Text Mining Approach for Exploring Service Quality in Healthcare 72
Abstract 72
Introduction 72
Literature Review 73
Analysis and Results 76
Discussion and Conclusions 79
References 80
About the Authors 82
Chapter 9: Improving Timely Administration of Inhaled Medications in Hospitals 83
Abstract 83
Introduction 83
Literature Review 85
Staggered Medication Schedules and Clinician Dispatching 89
Computational Study, Results, and Discussion 94
Conclusions 97
References 97
About the Authors 99
Chapter 10: Kidney Allocation in Dual-Organ Transplantations 101
Abstract 101
Introduction 101
Literature Review 102
Model Development 104
Results and Dicussion 105
Conclusions 108
References 108
About the Authors 108
Chapter 11: Roadmap for Transformational Change in a Hospital Setting: Longitudinal View 110
Abstract 110
Introduction 110
Methodology 113
Organizational Development (OD) Model Sequence 118
Monitor and Measure the Results 124
Conclusions 126
References 126
Appendix A 129
About the Authors 130
Chapter 12: Managing Globally Diverse Service Employees in Segmented Markets 131
Abstract 131
Introduction 131
Literature Review 133
Background Theory and Hypotheses 135
Conclusions 142
References 143
About the Authors 145
Chapter 13: Leading to Live: Factors Affecting Team Outcomes in Near-Death Encounters 147
Abstract 147
Introduction 147
Literature Review 148
Research Model and Hypotheses 151
Research Design and Methods 153
Findings and Discussion 158
Limitations 162
Implications for Practice and Future Research 162
Appendix A: Summary of Original Measures 163
Appendix B: Common Method Bias with Common Latent Factor Results 166
Appendix C: Cronbach’s Alpha 167
Appendix D: Model in AMOS 167
Appendix E: CFA 168
Appendix F: Factor Correlation Matrix 169
References 169
About the Authors 174
Chapter 14: Impact of Relational Capital and Knowledge Heterogeneity on Knowledge Integration in Software Teams 175
Abstract 175
Introduction 175
Theory and Hypotheses 176
Scale Development and Data Collection 180
Analysis and Results 182
Discussion and Conclusions 184
References 185
Appendix 189
About the Author 190
Chapter 15: Delays in Projects: A Game Theoretic Study 191
Abstract 191
Introduction 191
Literature Review 192
Preliminaries, Model Development, and Results 194
Discussion of Results 205
Conclusions 208
References 209
About the Authors 212
Chapter 16: Resources and Operational Performance: An Empirical Assessment 213
Abstract 213
Introduction 213
Literature Review 214
Theoretical Development 215
Method 217
Results 220
Conclusions 222
References 223
Appendix A: Measurement Scales for Resources 224
Appendix B: Measurement Scales for Operational Performance 225
About the Authors 226
Chapter 17: Satisfying Warranty Claims on an Obsolete Product 227
Abstract 227
Introduction 227
Elements of the Component Phaseout Announcement Problem 228
Literature Review 228
Models and Analyses 230
Summary of Lessons for Managers 239
References 240
Appendix 241
About the Authors 247
Chapter 18: Channel Structure Decisions for Manufacturers with Service Outsourcing 248
Abstract 248
Introduction 248
The Model 249
Equilibrium Analysis 250
Conclusions 252
References 252
About the Authors 253
Chapter 19: Financial Implications of JIT Logistics and Defect Bullwhip Effect 254
Abstract 254
Introduction 254
Literature Review 255
Modeling and Analysis of Propagation of Defects in a Supply Chain 256
Numerical Example of Financial Performance Analysis 259
Discussion and Conclusions 261
References 261
About the Authors 263
Chapter 20: Do Competing Suppliers Maximize Profits as Theory Suggests? An Empirical Evaluation 264
Abstract 264
Introduction 264
Literature Review 266
Theoretical Background 267
Hypotheses 271
Experimental Design 272
Results 273
Discussion 275
Conclusions 278
References 278
Appendix A 280
About the Authors 280
Chapter 21: Finding Relevant Variables and Interactions in Neural Network Credit Scoring Models 281
Abstract 281
Introduction 281
Literature Review 282
Credit Scoring Neural Networks with Augmented Input 286
Experimental Results 289
Discussion and Conclusions 293
References 294
About the Author 296
Chapter 22: Airline Structural Design Choices: Panel Data Analysis 297
Abstract 297
Motivation 297
Service System Design Theory 298
Data and Experimental Methodology 300
Discussion of Model Estimates 308
Conclusions and Implications 309
References 310
About the Authors 312
Chapter 23: A Review of Heuristic and Optimal Aircraft Boarding Strategies in the U.S. Airline Industry 313
Abstract 313
Introduction 313
Survey of Boarding Strategies 314
Realities on Aircraft Boarding 327
Concluding Remarks 328
References 329
About the Author 330
Chapter 24: Effects of Strategic Orientations and New Service Development Performance 331
Abstract 331
Introduction 331
Literature Review 332
Theoretical Development/Model 333
Research Methods 336
Data Analysis and Resuts 338
Discussion and Conclusions 341
References 343
About the Authors 349
Chapter 25: Productivity: A Mediator of the Relationship between CSR and Performance 350
Abstract 350
Introduction 350
Literature Review and Hypotheses 351
Methods 354
Analysis and Results 356
Discussion 362
References 363
About the Authors 366
Index 367
