The Creation of Output and Quality in Services: A Framework to Analyze Information Technology‐Worker Systems

Information technology has profoundly impacted the operations of firms in the service industry and service environments within manufacturing. Two models are introduced that establish a conceptual framework linking firm profit to attributes of the IT‐worker system. The framework considers the impact of IT capabilities (such as functionality and ease‐of‐use) and worker skill as drivers of output volume and quality. The framework contrasts attributes of the IT‐worker systems when services are mass‐produced (flow shop) versus customized (job shop). Mathematical models are introduced to formalize the conceptual framework. Numerical examples are presented that illustrate the types of insights that can be obtained from the models.     

A Value Measure for Public‐Sector Enterprise Risk Management: A TSA Case Study

This article presents a public value measure that can be used to aid executives in the public sector to better assess policy decisions and maximize value to the American people. Using Transportation Security Administration (TSA) programs as an example, we first identify the basic components of public value. We then propose a public value account to quantify the outcomes of various risk scenarios, and we determine the certain equivalent of several important TSA programs. We illustrate how this proposed measure can quantify the effects of two main challenges that government organizations face when conducting enterprise risk management: (1) short‐term versus long‐term incentives and (2) avoiding potential negative consequences even if they occur with low probability. Finally, we illustrate how this measure enables the use of various tools from decision analysis to be applied in government settings, such as stochastic dominance arguments and certain equivalent calculations. Regarding the TSA case study, our analysis demonstrates the value of continued expansion of the TSA trusted traveler initiative and increasing the background vetting for passengers who are afforded expedited security screening.     

EMPLOYEE DEVELOPMENT: AN EXAMINATION OF SERVICE STRATEGY IN A HIGH‐CONTACT SERVICE ENVIRONMENT

A critical component of service strategy in high‐contact environments is service encounter management. Effective service encounters are a result of the quality of employee development, including systems for work and job design, training and development, and attention to employee well being. Results of empirical analysis indicate that service strategies reflecting the dimensions of employee development drive employee outcomes such as productivity and satisfaction. Employee outcomes are significantly associated with customer satisfaction, but only some linkages to financial performance are significant. This study illustrates the importance of employee development in service strategy design for managing service encounters in high contact service environments.     

The Motherhood Wage Penalty and Its Determinants: A Public–Private Comparison

We investigate whether public and private sector employees bear a different wage penalty for having children. According to our estimates, the total motherhood wage penalty is much larger in the private than in the public sector. Nevertheless, in both sectors, we find no unexplained penalty once we control for potential determinants of the family pay gap, namely, a reduced labour supply of mothers, child‐related career interruptions, less access to management positions, and adjustments in working conditions. Finally, only child‐related career interruptions play a different role in explaining the motherhood wage penalty in each sector.     

Managing Co‐creation Design: A Strategic Approach to Innovation

Co‐creation offers firms and their network of actors significant opportunities for innovation, as each actor offers access to new resources through a process of resource integration. However, despite the significant advantages that co‐creation can offer, there is surprisingly little research providing a strategic approach for identifying the most advantageous co‐creation opportunities, especially when many possible options are available. Recently, scholars have called for research that develops tools and processes related to co‐creation. This study addresses these priorities, making two contributions. First, in contrast to previous work considering co‐creation more generally, or focusing on one specific form only, e.g. co‐production, this paper offers a detailed and granular approach to co‐creation design. A co‐creation design framework is developed, which incorporates multiple design dimensions and categories that can reveal new co‐creation opportunities. Second, the research extends the application of a design approach, specifically within the context of co‐creative activities. The authors use field‐based research with senior executives to develop a framework that includes key co‐creation design elements. A morphological approach is used to explore how a lead firm can identify attractive co‐creation opportunities. An innovation solution in one organization provides an illustration of how the co‐creation design framework can be applied.     

A Mechanism‐Design Approach to Speculative Trade

When two parties have different prior beliefs about some future event, they can realize gains through speculative trade. Can these gains be realized when the parties' prior beliefs are not common knowledge? We examine a simple example in which two parties having heterogeneous prior beliefs, independently drawn from some distribution, bet on what future action one of them will choose. We define a notion of “constrained interim‐efficient” best and ask whether they can be implemented in Bayesian equilibrium by some mechanism. Our main result establishes that as the costs of unilaterally manipulating the bet's outcome become more symmetric across states, implementation becomes easier. In particular, when these costs are equal in both states, implementation is possible for any distribution.     

Generalized Reduced‐Form Auctions: A Network‐Flow Approach

We develop a network‐flow approach for characterizing interim‐allocation rules that can be implemented by ex post allocations. Our method can be used to characterize feasible interim allocations in general multi‐unit auctions where agents face capacity constraints, both ceilings and floors. Applications include a variety of settings of practical interest, ranging from individual and group‐specific capacity constraints, set‐aside sale, partnership dissolution, and government license reallocation.     

Long‐Term Risk: A Martingale Approach

This paper extends the long‐term factorization of the stochastic discount factor introduced and studied by Alvarez and Jermann (2005) in discrete‐time ergodic environments and by Hansen and Scheinkman (2009) and Hansen (2012) in Markovian environments to general semimartingale environments. The transitory component discounts at the stochastic rate of return on the long bond and is factorized into discounting at the long‐term yield and a positive semimartingale that extends the principal eigenfunction of Hansen and Scheinkman (2009) to the semimartingale setting. The permanent component is a martingale that accomplishes a change of probabilities to the long forward measure, the limit of T‐forward measures. The change of probabilities from the data‐generating to the long forward measure absorbs the long‐term risk‐return trade‐off and interprets the latter as the long‐term risk‐neutral measure.     

A Reliability‐Based Capability Approach

This article proposes a rigorous mathematical approach, named a reliability‐based capability approach (RCA), to quantify the societal impact of a hazard. The starting point of the RCA is a capability approach in which capabilities refer to the genuine opportunities open to individuals to achieve valuable doings and beings (such as being mobile and being sheltered) called functionings. Capabilities depend on what individuals have and what they can do with what they have. The article develops probabilistic predictive models that relate the value of each functioning to a set of easily predictable or measurable quantities (regressors) in the aftermath of a hazard. The predicted values of selected functionings for an individual collectively determine the impact of a hazard on his/her state of well‐being. The proposed RCA integrates the predictive models of functionings into a system reliability problem to determine the probability that the state of well‐being is acceptable, tolerable, or intolerable. Importance measures are defined to quantify the contribution of each functioning to the state of well‐being. The information from the importance measures can inform decisions on optimal allocation of limited resources for risk mitigation and management.     

A Nonatomic‐Game Approach to Dynamic Pricing under Competition

We study a revenue management problem involving competing firms. We assume the presence of a continuum of infinitesimal firms where no individual firm has any discernable influence over the evolution of the overall market condition. Under this nonatomic‐game approach, the unanimous adoption of an equilibrium pricing policy by all firms will yield a market‐condition process that in turn will elicit the said policy as one of the best individual responses. For both deterministic‐ and stochastic‐demand cases, we show the existence of equilibrium pricing policies that exhibit well‐behaving monotone trends. Our computational study reveals many useful insights, including the fact that only a reasonable number of firms are needed for our approach to produce near‐rational pricing policies.     

Developing a Human‐centred and Science‐based Approach to Design: The Knowledge Management Platform Project

The gap between theory and practice is a persistent problem in management and organization research. In this respect, several scholars have suggested that ‘design’ is an ideal‐typical form of mode 2 knowledge production. Design research develops knowledge in the service of action and problem solving in organizational settings. In this paper, we connect two perspectives on design that can be considered to be largely complementary but have hardly been combined and integrated in practice: science‐based design drawing on design propositions grounded in research and human‐centred design emphasizing an active and systematic participation by users and other stakeholders. An integrated approach that builds on both perspectives is developed and subsequently applied to designing and developing a portal for mapping competencies in an information technology cluster. This project involves creating problem awareness and articulating design propositions as well as developing scenarios of use, experimenting with prototypes, and organizational transformation. As such, this methodology addresses the dual challenge of rigour and relevance by producing both scientific and practical knowledge.     

A Probabilistic Framework for Risk Analysis of Widespread Flood Events: A Proof‐of‐Concept Study

This article presents a flood risk analysis model that considers the spatially heterogeneous nature of flood events. The basic concept of this approach is to generate a large sample of flood events that can be regarded as temporal extrapolation of flood events. These are combined with cumulative flood impact indicators, such as building damages, to finally derive time series of damages for risk estimation. Therefore, a multivariate modeling procedure that is able to take into account the spatial characteristics of flooding, the regionalization method top‐kriging, and three different impact indicators are combined in a model chain. Eventually, the expected annual flood impact (e.g., expected annual damages) and the flood impact associated with a low probability of occurrence are determined for a study area. The risk model has the potential to augment the understanding of flood risk in a region and thereby contribute to enhanced risk management of, for example, risk analysts and policymakers or insurance companies. The modeling framework was successfully applied in a proof‐of‐concept exercise in Vorarlberg (Austria). The results of the case study show that risk analysis has to be based on spatially heterogeneous flood events in order to estimate flood risk adequately.     

A Context‐sensitive Approach to Analysing Talk in Strategy Meetings

The talk of managers in meetings is central to organizational life and crucial to research in strategic management, as well as managerial and organizational cognition, sensemaking and decision‐making. To achieve full understanding, both the text and the context of discussion require systematic analysis, but most approaches treat context as everything that is known and observed beyond the immediate text. This obscures different readings of the text of meetings. To resolve this problem, the discourse historical approach (DHA) to critical discourse analysis is outlined as a framework within which researchers can analyse the text and context of talk in meetings. The primary contribution of this paper is to isolate four ‘levels of context’ as a heuristic framework within which discursive practices, strategies and texts can be located. By making explicit the levels of contextual analysis that are implicit in other methods, and illustrating the DHA using an episode of strategic discussion from a multinational company, this paper shows how researchers can use the approach to analyse the naturally occurring talk of senior managers in meetings, which is arguably the most important but yet under‐explored venue for strategizing.     

COMPONENT COMMONALITY: MODELS WITH PRODUCT‐SPECIFIC SERVICE CONSTRAINTS*

Common components are used extensively for reasons including product postponement and expediting new product development. We consider a two‐stage assemble‐to‐order system with two products having uniformly distributed demand, one common component, and product‐specific components. We develop optimization models in which the cost‐minimizing inventory of the components must be determined and allocated to products in order to meet product‐specific service level constraints. We compare two different commonality models based on whether or not the products are prioritized. A distinctive feature of our study is the use of product‐specific service levels. We compare our results with models using aggregate service levels.     

A Resource‐Process Framework of New Service Development

Motivated by the increasing attention given to the operational importance of developing new services, this paper offers a theoretical framework that integrates both process‐ and resource‐oriented perspectives of new service development (NSD) by defining and organizing 45 practice constructs for NSD‐related practices and activities that occur in contemporary service firms. We employ a rigorous procedure whereby both quantitative and qualitative data were gathered through multiple rounds of interviews and card‐sorting exercises with senior service managers. This iterative refinement process helps ensure that the construct domains and definitions are consistent and that they are applicable across multiple service sectors. A primary contribution of this research is to provide precise operational definitions of theoretically important NSD practice constructs. Importantly, this study expands on the NSD literature by including both resource‐ and process‐centric perspectives within a single framework. A second contribution is to illustrate a general methodology for developing clear, concise, and consistent construct definitions that may be generally useful for production and operations management scholars interested in new construct development for emerging areas. Empirical results suggest that the resource‐process framework can help guide and organize future research on, and provide insight into, a more comprehensive view of new service development.     

A Wavelet‐Based Approach to Preserve Privacy for Classification Mining*

Despite the commercial success of data mining, a major drawback has been acknowledged across academic, industry, and government sectors, namely, the issue of violating the privacy of individuals. We propose a data transformation method based on wavelets to disguise private data while preserving the original classification patterns. Wavelet transformations have been used extensively in signal processing for data reduction, multiresolution analysis, and removing noise from data. In our implementation, two commonly used wavelet transforms, the Haar and the Daub‐4 transforms, are tested for pattern and privacy preservation in classification mining tasks. Empirical results confirm that the Haar and the Daub‐4 transforms preserve the classification patterns and preserve the privacy for real valued data.     

A Profit‐Maximizing Approach to Disposition Decisions for Product Returns*

Motivated by the asset recovery process at IBM, we analyze the optimal disposition decision for product returns in electronic products industries. Returns may be either remanufactured for reselling or dismantled for spare parts. Reselling a remanufactured unit typically yields higher unit margins. However, demand is uncertain. A common policy in many firms is to rank disposition alternatives by unit margins. We propose a profit‐maximization approach that considers demand uncertainty. We develop single period and multiperiod stochastic optimization models for the disposition problem. Analyzing these models, we show that the optimal allocation balances expected marginal profits across the disposition alternatives. A detailed numerical study reveals that our approach to the disposition problem outperforms the current practice of focusing exclusively on high‐margin options, and we identify conditions under which this improvement is the highest. In addition, we show that a simple myopic heuristic in the multiperiod problem performs well.     

A Load‐based and Due‐date‐oriented Approach to Order Review/Release in Job Shops*

In this paper, a new order review/release (ORR) method is proposed for shop floor control systems. The proposed method utilizes both job due date and shop load information to improve the effectiveness of the ORR function in production systems. The performance of the new method is compared to those of a few well‐known ORR methods under four experimental conditions. The results of extensive simulation experiments indicate that the proposed method is superior with respect to the mean absolute deviation measure. In general, it is also better than existing methods for the other performance measures. Furthermore, we show that the proposed method is more robust to variations in system load and processing times than the other ORR methods examined.     

A School Feeding Supply Chain Framework: Critical Factors for Sustainable Program Design

School feeding is an established development aid intervention with multiple objectives including education, nutrition, and value transfer. Traditionally run by international organizations in low‐income settings, school feeding programs have had a substantial impact in many less‐developed countries. However, recent rethinking by the World Bank and the World Food Programme has prompted a shift toward long‐term, sustainable solutions that rely more upon local resources, local capacity, and community participation. Supply chain management, which is critical to program delivery, is vital to developing a sustainable approach to school feeding. We propose a theoretical framework that identifies the internal and external factors that shape the supply chain and connects them to the objectives and performance measures of sustainable programs. Drawing upon supply chain management theory, current school feeding practices, and expert feedback, this article contributes to development aid logistics and program transitioning with a focus on sustainable program design. It aims to provide a comprehensive introduction to school feeding and relevant supply chain issues, a framework to identify sustainability problems in school feeding supply chains, and a starting point for further research on program design.