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Research in the Decision Sciences for the Service Economy: Best Papers from the 2015 Annual Conference

Book Description

The papers in this volume present state-of-the-art quantitative and qualitative research, empirical findings, best practices, and conceptual models to support better decision making throughout any service organization. Selected as the best work presented at the 2015 annual conference of the European regional subdivision of the Decision Sciences Institute (EDSI), they offer an invaluable cross-disciplinary perspective that will be relevant to all facets of service production, including organization, management, operations, information systems, marketing, HR, supply chains, and beyond.

Papers in this volume offer powerful new pathways for innovation and optimization in global service network structures and inter-organizational relationships. The contributors also illuminate the successful management of the complex combinations of both explicit and tacit knowledge involved in service creation, reflecting new insights into behaviors linked to customer attitudes and service perceptions.

The papers collected here will be valuable to wide audiences of faculty, researchers, and students in diverse programs covering operations and supply chain management of service industry companies, and/or the effective delivery of services; and for others interested in the frontiers of decision science.

Table of Contents

  1. About This eBook
  2. Title Page
  3. Copyright Page
  4. Dedication Page
  5. Contents
  6. Foreword by Keong Leong
  7. Foreword by Roberto Filippini
  8. Acknowledgments
  9. About EDSI
  10. About the Editors
  11. Introduction: EDSI Annual Conference 2015—“Decision Sciences for the Service Economy”
  12. Part I: Service Operations and Management
    1. 1. Analyzing the Motives of Reforming Customer Services in Hungarian Public Administration: A Case Study of One-Stop-Government Reforms
      1. Abstract
      2. Introduction
      3. Customer Orientation and One-Stop Government: A Conceptual Overview
      4. A Description of the Hungarian One-Stop Program
        1. Background and Initiation of the One-Stop-Shopping Reform
        2. The Structure, Tasks, and Operation of the Government Windows
      5. The Method of the Study
      6. Findings and Discussion
        1. In Search of Explanations: A Theoretical Framework for Analysis
        2. Motives of Reform: Organizational Myth Versus Consequentiality
      7. Endnotes
      8. References
    2. 2. Closing Gaps in Professional Service Delivery Processes: A Mixed Method–Based Analysis of Clinical Research Project Budget Management
      1. Abstract
      2. Introduction
      3. Literature Standing Points
      4. Research Design and Methods
      5. Results
        1. Concept Mapping Clusters
        2. Cluster Map Interpretation
        3. Strategic “Go-Zones”
      6. Discussion
        1. Teams
        2. Tools
        3. Processes
      7. Conclusion
      8. References
    3. 3. The Impact of Social Exchanges on Hospital Workers’ Engagement
      1. Abstract
      2. Introduction
      3. Theoretical Framework and Hypotheses
        1. Theoretical Foundation: JD-R and SET
        2. Leader-Member Exchange and Work Engagement
        3. Team-Member Exchange and Work Engagement
        4. Trust in Co-workers and Work Engagement
        5. The Links between LMX, Trust among Coworkers, and TMX
      4. Empirical Analysis
        1. Methodology: Partial Least Squares
        2. Sample
        3. Constructs
        4. Results
      5. Conclusions
      6. References
    4. 4. Information Tools as Nondistortive Support for SMEs in Public Procurement
      1. Abstract
      2. Introduction
      3. Refocusing the Debate on SMEs’ Access to the Public Procurement
      4. A Second-Level Information Gap: The International Dimension of Public Procurement
      5. Initiatives in Public Tenders’ Information Sharing
      6. The ExTender Database (2003–2015)
      7. Geographic Distribution of the Service Users
      8. Sectorial Distribution (Firms’ Type of Business)
      9. Tender Selection Criteria: Geography Versus Sector
      10. Type of Information Requested
      11. Main Outcomes and Further Research Developments
      12. References
  13. Part 2: Research and Practice of Supply Chain Management
    1. 5. Theory-Driven Survey Research in Supply Chain and Operations Management: Reflections and Calls-to-Action
      1. Abstract
      2. Introduction
      3. SC&OM: Is This Even a Discipline?
      4. Reflections and Calls-to-Arms
        1. Issue 1: Let Us Stop Being Academic “Cowboys”
        2. Issue 2: Let Us Pay More Than Lip Service to “Practical Relevance”
        3. Issue 3: Let Us Overcome “Herd Mentality” and “Cookie-Cutter” Research Designs
        4. Issue 4: Let Us Test Theories That We Theorize
        5. Issue 5: Let Us Refocus on the Decision and the “Decider”
      5. Conclusions
      6. References
    2. 6. Exploring Asymmetry During Collaboration and Integration in Supply Chain Management Processes
      1. Abstract
      2. Introduction
      3. Theoretical Background
        1. Network Approach to SC Collaboration and Integration
        2. Asymmetry
        3. Collaboration
        4. Integration
        5. Performance
      4. Research Methodology
        1. Sampling and Data Collection
        2. Questionnaire Design and Measures
      5. Results and Discussion
        1. Estimating and Validating the Research Model
        2. Relationships between Models Variables
      6. Conclusions, Limitations, and Future Research
      7. References
      8. Appendix
        1. Variable—Asymmetry—Items
        2. Variable—Performance—Items
        3. Variable—Collaboration—Items
        4. Variable—Integration—Items
    3. 7. Supplier Development in SME Networks: Learning Strategies Applied in Relationship Management
      1. Abstract
      2. Introduction
      3. Development of Research Framework
        1. Supplier Development
        2. Learning and Creating Knowledge
        3. Competitive Advantage
        4. Activity System
        5. Networking and Relationship
        6. Service Logic
        7. Supplier Capabilities
      4. Method and Research Process
        1. Methodological Approach
        2. Selecting Cases
        3. Structured Interview
        4. Interview and Analysis Process
        5. Quality Assessment
      5. Analysis and Results
        1. Supplier Development Activities
        2. Relationship
        3. Learning as Moderator
      6. Discussion
      7. Conclusions and Limitation
      8. Acknowledgments
      9. References
      10. Appendix A: Open Questions
      11. Appendix B: Data Display
    4. 8. A Capability-Based Framework for Purchasing’s Contribution to Open Innovation: Internal and External Consequences for Purchasing Organizations
      1. Abstract
      2. Introduction
      3. The Open Innovation: Paradigm and the Outside-In Process
      4. Absorptive Capacity Conceptions
      5. Internal and External Absorptive Capacity Routines
      6. Purchasing’s Function in the NPD
      7. A Framework for Purchasing’s Contribution to Improve Open Innovation Capability
      8. Conclusion
      9. References
    5. 9. The Impact of Supply Chain Integration on Performance: Theory and Research
      1. Abstract
      2. Introduction
      3. Supply Chain Integration
        1. Level of Supply Chain Integration
        2. Enablers of Supply Chain Integration
        3. Drivers of Supply Chain Integration
      4. Discussion and Conclusions
      5. References
    6. 10. Promoting Sustainability in Emerging and Frontier Regions: Are We Constrained by Our Past?
      1. Abstract
        1. Acknowledgment
      2. Promoting Sustainability
      3. Challenges
      4. Moving Forward
      5. Conclusions
      6. References
    7. 11. Behavior in the Newsvendor Game: An Anchoring and Adjustment Approach
      1. Abstract
      2. Introduction
      3. Literature Review
        1. The Newsvendor Problem
      4. Methodology
        1. Human Experiments
        2. The Model
      5. Results and Discussion
      6. Conclusion
      7. References
  14. Part 3: Perspectives on Management
    1. 12. Efficient Promotion Strategies to Face the Peter Principle
      1. Abstract
      2. Introduction
      3. The Extended Model
      4. The Pyramidal Model
      5. The New Hierarchical Tree Model
      6. New Simulation Results
        1. Comparison between the Old and the New Model
      7. General Discussion
        1. Real Applications of Random Promotions
      8. Conclusions
      9. References
    2. 13. Emerging Research Issues in the Strategic Performance Management of Lean Manufacturing Organizations
      1. Abstract
      2. Introduction
      3. The Current State of the Art of Research on Performance Management in LMOs
      4. Lean Manufacturing Organizations and Strategic Performance Management
      5. Identifying Patterns to Outline Emerging Issues on the Theme
        1. The Operations Management’s Influence on Management Control in Lean Manufacturing
        2. The Effects of Operational Control and Accounting Practices on the Control of Employees’ Behavior
        3. Practices Linking Strategy with the Organization Operational Levels
      6. Concluding Remarks
      7. References
  15. Part 4: Innovation and Competitiveness
    1. 14. Tools and Practices for Knowledge Management in Small Supply Firms
      1. Abstract
      2. Introduction
      3. Framework
      4. The Context of Investigation
      5. Methodology
      6. Results
      7. Conclusions and Implications
      8. References
    2. 15. Setting a Research Agenda for Developing Open Innovation Competence in SMEs
      1. Abstract
      2. Introduction
      3. The OI Paradigm
      4. Theoretical Perspectives on the OI Model
      5. OI and SMEs: State of the Art
      6. Practical Management Approaches to OI
        1. Organizing for Openness
        2. Leadership for Diversity
        3. Co-creating Value
        4. Intellectual Property Management
        5. Knowledge Management
      7. Conclusions
      8. References
  16. About the Authors
  17. Index