The Influence of Service Orientation on B2B e‐Service Capabilities: An Empirical Investigation

E‐Services, or the company's portfolio of service offerings available to its customers through the Internet, are an emerging area of interest to operations management. Yet little is known about the operations and capabilities needed for provision of business‐to‐business (B2B) e‐services. This paper aims to make a contribution toward closing this gap. First, we develop a new construct of B2B e‐service capability, a term that captures a generic set of five interrelated and complementary dimensions: (1) e‐service recovery, (2) e‐customization, (3) ease of navigation, (4) service portfolio comprehensiveness, and (5) information richness. These combined operational abilities are associated with B2B service delivery, including its portal design, technology architecture, and mix of product and service offerings. They are posited to be necessary for delivering effective B2B e‐services. We also argue that, both service orientation (SO) and customer receptivity to technology, influence B2B e‐service capability. We empirically test a path model using structural equation modeling on a sample of 181 businesses that have deployed B2B e‐services. We find that the influence of SO on performance is not direct but rather mediated by the e‐service capability, a finding that holds for both goods producers and service providers. We suggest that a firm's SO may mitigate industrial customers' resistance toward conducting business online.     

Impact of Value‐Added Service Features in e‐Retailing Processes: An Econometric Analysis of Web Site Functions

We examine the impact of three classes of Web site functions (foundational, customer‐centered, and value‐added) upon e‐retailer performance. Using secondary panel data for 2007–2009 on operating characteristics of over 600 e‐retailers, our econometric analysis finds that only the value‐added service functions are positively associated with changes in e‐retail sales revenues across time. We also observe a decreasing marginal impact of deploying additional value‐added service features. To account for possible alternate explanations, we control for firm‐ and time‐specific fixed effects, merchant types, merchandise categories, and order fulfillment strategies. By further decomposing e‐retail sales revenues into Web site traffic, conversion rate, and average order value, we find that Web site functions affect e‐retail sales revenues mainly through their impact on Web site traffic. Our investigation demonstrates the empirical research usefulness of the Voss conceptual e‐service sand cone model. Our results identify for managers where to focus ongoing e‐retailing system development efforts, yet suggest that focusing too many retailing capabilities on exploratory and experimental value‐added service features may backfire, potentially leading to worsening e‐retailer performance.     

Probability of Exporting Infected Carcasses from Vaccinated Pigs Following a Foot‐and‐Mouth Disease Epidemic

Emergency vaccination is an effective control strategy for foot‐and‐mouth disease (FMD) epidemics in densely populated livestock areas, but results in a six‐month waiting period before exports can be resumed, incurring severe economic consequences for pig exporting countries. In the European Union, a one‐month waiting period has been discussed based on negative test results in a final screening. The objective of this study was to analyze the risk of exporting FMD‐infected pig carcasses from a vaccinated area: (1) directly after final screening and (2) after a six‐month waiting period. A risk model has been developed to estimate the probability that a processed carcass was derived from an FMD‐infected pig (P_carc). Key variables were herd prevalence (P_H), within‐herd prevalence (P_A), and the probability of detection at slaughter (P_SL). P_H and P_A were estimated using Bayesian inference under the assumption that, despite all negative test results, ≥1 infected pigs were present. Model calculations indicated that P_carc was on average 2.0 × 10^?5 directly after final screening, and 1.7 × 10^?5 after a six‐month waiting period. Therefore, the additional waiting time did not substantially reduce P_carc. The estimated values were worst‐case scenarios because only viraemic pigs pose a risk for disease transmission, while seropositive pigs do not. The risk of exporting FMD via pig carcasses from a vaccinated area can further be reduced by heat treatment of pork and/or by excluding high‐risk pork products from export.     

Tight Revenue Bounds With Possibilistic Beliefs and Level‐k Rationality

Mechanism design enables a social planner to obtain a desired outcome by leveraging the players' rationality and their beliefs. It is thus a fundamental, but yet unproven, intuition that the higher the level of rationality of the players, the better the set of obtainable outcomes. In this paper, we prove this fundamental intuition for players with possibilistic beliefs, a model long considered in epistemic game theory. Specifically, • We define a sequence of monotonically increasing revenue benchmarks for single‐good auctions, G⁰≤G¹≤G²≤⋯, where each Gⁱ is defined over the players' beliefs and G⁰ is the second‐highest valuation (i.e., the revenue benchmark achieved by the second‐price mechanism). • We (1) construct a single, interim individually rational, auction mechanism that, without any clue about the rationality level of the players, guarantees revenue G^k if all players have rationality levels ≥k+1, and (2) prove that no such mechanism can guarantee revenue even close to G^k when at least two players are at most level‐k rational.     

The Role of Project and Organizational Context in Managing High‐tech R&D Projects

High‐tech organizations often struggle to manage different types of R&D projects. Evidence from research and practice suggests that managers frequently categorize and manage projects based on the extent of change triggered in product, process, technology, and market dimensions. However, this can create challenges in high‐tech organizations. This study investigates how high‐tech organizations manage R&D projects based on their learning goals. First, we argue for the benefits of categorizing R&D projects based on the degree of exploration and exploitation learning goals. A qualitative case study from four high‐tech business units involving 10 R&D projects helps understand the different types of projects based on their learning goals. The case study shows that R&D projects in high‐tech organizations typically fall into three categories based on their learning goals: Radical innovation projects, Incremental innovation projects, and Hybrid projects. Second, we iterate between literature and evidence from our qualitative data to theorize how project context and organizational context affect project performance depending on the type of project. The data for the empirical analysis come from a multilevel survey of 110 R&D projects across 34 high‐tech business units. Results show the importance of designing project and organizational context differently for the three types of R&D projects. Collectively, this study offers a new perspective on how to manage high‐tech R&D projects.     

Training,Production, and Channel Separation in ITC's E‐Choupal Network

In recent years, I.T.C. Limited (hereafter ITC) developed the “e‐Choupals” for the rural areas of India. In this new business model, ITC reaches implicit agreements with some farmers (inside the network) that they can sell the products directly to ITC at the market price in the local market, but allow the farmers, both inside and outside the network, to access valuable information through the e‐Choupals. In this study, we investigate ITC's incentive of offering such opportunities, especially to those farmers outside the network, and analyze the farmers’ strategic quantity decisions. We show that the implicit agreement behaves as a formal contract, regardless of the price elasticity of the local market: Once reaching an agreement with ITC, the farmers always give priority to delivering directly to ITC. The e‐Choupal network leads naturally to the complete separation of selling channels, provided that ITC's capacity constraint is not tight. Surprisingly, in a variety of scenarios, ITC finds it optimal to provide the best available training to the farmers outside the network. We further show that our results are not prone to potential cheating in the mandi system, the possible exploitation via postponed payments, and the stochastic effects on the market‐clearing price.     

Cryptosporidium Infection Risk: Results of New Dose‐Response Modeling

Cryptosporidium human dose‐response data from seven species/isolates are used to investigate six models of varying complexity that estimate infection probability as a function of dose. Previous models attempt to explicitly account for virulence differences among C. parvum isolates, using three or six species/isolates. Four (two new) models assume species/isolate differences are insignificant and three of these (all but exponential) allow for variable human susceptibility. These three human‐focused models (fractional Poisson, exponential with immunity and beta‐Poisson) are relatively simple yet fit the data significantly better than the more complex isolate‐focused models. Among these three, the one‐parameter fractional Poisson model is the simplest but assumes that all Cryptosporidium oocysts used in the studies were capable of initiating infection. The exponential with immunity model does not require such an assumption and includes the fractional Poisson as a special case. The fractional Poisson model is an upper bound of the exponential with immunity model and applies when all oocysts are capable of initiating infection. The beta Poisson model does not allow an immune human subpopulation; thus infection probability approaches 100% as dose becomes huge. All three of these models predict significantly (>10x) greater risk at the low doses that consumers might receive if exposed through drinking water or other environmental exposure (e.g., 72% vs. 4% infection probability for a one oocyst dose) than previously predicted. This new insight into Cryptosporidium risk suggests additional inactivation and removal via treatment may be needed to meet any specified risk target, such as a suggested 10^?4 annual risk of Cryptosporidium infection.     

Browse‐and‐Switch: Retail‐Online Competition under Value Uncertainty

Although online shopping is becoming popular, consumers who are unsure about whether to buy a product may find it advantageous to visit a brick‐and‐mortar retail store to first examine the product before purchasing it. But, after browsing at the store, consumers have the option of switching to an e‐tailer to purchase the item at a cheaper price rather than buying at the store. Recent business press refers to this browse‐and‐switch behavior as “showrooming,” and attributes to it the declining profits of brick‐and‐mortar retailers. To study the effect of the browse‐and‐switch option on retail and online pricing strategies and profits, we analyze a stylized economic model that incorporates uncertainty in consumers' valuation of the product, captures the heterogeneity among consumers in their inclination to purchase online, and permits product returns. We consider various equilibrium scenarios for different combinations of consumer shopping behaviors, characterize the parameter ranges for each scenario, and demonstrate that browse‐and‐switch behavior can indeed occur under equilibrium. Our analysis further shows that the option for consumers to browse‐and‐switch intensifies competition, reducing the profits for both firms.     

Impact of Customer Traffic and Service Process Outsourcing Levels on e‐Retailer Operational Performance

Many service firms deliver services via a mix of internally developed and delivered (i.e., insourced) and externally developed and delivered (i.e., outsourced) service processes. Service process outsourcing is especially common in e‐retailing. Portions of e‐retail customer ordering processes and delivery processes can be digitized and contracted to third‐party vendors. Via outsourcing, service systems change from dyadic to triadic. Prior research examines consumer perceptions of dyadic (consumer to e‐retailer) outcomes, but little research considers service co‐delivery with outsourcing partners (i.e., triadic systems). Literature also does not focus on joint associations of service process outsourcing and customer traffic with e‐retailer operations. We analyze several years of data on North American e‐retailers. We first examine factors associated with e‐retailer outsourcing levels, for front‐end and back‐end service processes. We observe customer traffic is positively associated with future outsourcing. We then examine how outsourcing moderates associations between contemporaneous customer traffic and e‐retailer operational performance, as measured by numbers of processed orders, website response times, and customer satisfaction. Results suggest outsourcing levels are associated with operational outcomes, yet surprisingly, high outsourcing and high traffic jointly may not benefit e‐retailers.     

Reframing Relevance as ‘Social Usefulness’: A Comment on Hodgkinson and Starkey's ‘Not Simply Returning to the Same Answer Over and Over Again’

This is a commentary on Hodgkinson and Starkey's (British Journal of Management, 22 (2011), pp. 355–369) proposal to reframe the relevance of business and management research by combining design science with critical realism. Their proposal is welcomed for its advocacy of a ‘social usefulness’ agenda and for commending the insights of the social sciences, rather than emulating a professional (e.g. medical school) model. However, the advocacy of critical realism is not consistent with the commended conception of design science; and it also risks devaluing the contribution of other progressive, emancipation‐oriented approaches to research. Despite substituting ‘social usefulness’ for ‘relevance’, Hodgkinson and Starkey's proposal does not challenge the established, comparatively narrow, research agenda. The counterproposal prioritizes a conception of relevance/social usefulness that broadens what is studied by business school researchers as well as changing how established topics are researched.     

Adoption of e‐Processes by Service Firms: An Empirical Study of Antecedents

This paper investigates empirically antecedents of the adoption of web‐based processes (e‐processes) by service providers. We examine whether rational efficiency (expressed by expected performance benefits and access to new markets), the bandwagon effect (expressed by external pressure), and barriers (both internal and customer related) influence Internet use for transactions (e‐transactions) and/or to extend the relationships between service providers and their customers (e‐CRM). The findings, based on a sample of 338 service firms, show that rational efficiency and the bandwagon effect drive both types of e‐processes. Conversely, only internal barriers have a negative impact on adoption of e‐processes, while barriers related to customers do not have a significant impact. These findings have important academic and managerial implications, given the limited evidence regarding the implementation of e‐processes in services.     

Efficient Multi‐Attribute Multi‐Unit Auctions for B2B E‐Commerce Logistics

This study is the first proposing allocatively efficient multi‐attribute auctions for the procurement of multiple items. In the B2B e‐commerce logistics problem (ELP), the e‐commerce platform is the shipper generating a large number of online orders between product sellers and buyers, and third‐party logistics (3PL) providers are carriers that can deliver these online orders. This study focuses on the ELP with multiple attributes (ELP‐MA), which is generally the problem of matching the shipper's online orders and 3PL providers given that price and other attributes are jointly evaluated. We develop a one‐sided Vickrey–Clarke–Groves (O‐VCG) auction for the ELP‐MA. The O‐VCG auction leads to incentive compatibility (on the sell side), allocative efficiency, budget balance, and individual rationality. We next introduce the concept of universally unsatisfied set to construct a primal‐dual algorithm, also called the primal‐dual Vickrey (PDV) auction. We prove that the O‐VCG auction can be viewed as a single‐attribute multi‐unit forward Vickrey (SA‐MFV) auction. Both PDV and SA‐MFV auctions realize VCG payments and truthful bidding for general valuations. This result reveals the underlying link not only between single‐attribute and multi‐attribute auctions, but between static and dynamic auctions in a multi‐attribute setting.     

e‐Integration in the Supply Chain: Barriers and Performance*

Current opinion holds that Internet‐based supply chain integration with upstream suppliers and downstream customers (called “e‐integration” in this paper) is superior to traditional ways of doing business. This proposition remains untested, however, and similarly we know little about what are the upstream, internal, and downstream barriers to implementing e‐integration. This paper empirically addressed these questions using data from a large single nation study, and found (1) a positive link between e‐integration and performance, and (2) that internal barriers impeded e‐integration more than either upstream supplier barriers or downstream customer barriers. Findings from this study contribute to our theoretical understanding of implementing change in contemporary supply chains, and have important implications for manufacturers interested in improving their supply chain's performance using the Internet.     

Risk of Fetal Mortality After Exposure to Listeria monocytogenes Based on Dose-Response Data from Pregnant Guinea Pigs and Primates

One‐third of the annual cases of listeriosis in the United States occur during pregnancy and can lead to miscarriage or stillbirth, premature delivery, or infection of the newborn. Previous risk assessments completed by the Food and Drug Administration/the Food Safety Inspection Service of the U.S. Department of Agriculture/the Centers for Disease Control and Prevention (FDA/USDA/CDC)^{( 1 )} and Food and Agricultural Organization/the World Health Organization (FAO/WHO)^{( 2 )} were based on dose‐response data from mice. Recent animal studies using nonhuman primates^{( 3 , 4 )} and guinea pigs^{( 5 )} have both estimated LD₅₀s of approximately 10⁷ Listeria monocytogenes colony forming units (cfu). The FAO/WHO^{( 2 )} estimated a human LD₅₀ of 1.9 × 10⁶ cfu based on data from a pregnant woman consuming contaminated soft cheese. We reevaluated risk based on dose‐response curves from pregnant rhesus monkeys and guinea pigs. Using standard risk assessment methodology including hazard identification, exposure assessment, hazard characterization, and risk characterization, risk was calculated based on the new dose‐response information. To compare models, we looked at mortality rate per serving at predicted doses ranging from 10^?4 to 10¹² L. monocytogenes cfu. Based on a serving of 10⁶ L. monocytogenes cfu, the primate model predicts a death rate of 5.9 × 10^?1 compared to the FDA/USDA/CDC (fig. IV‐12)^{( 1 )} predicted rate of 1.3 × 10^?7. Based on the guinea pig and primate models, the mortality rate calculated by the FDA/USDA/CDC^{( 1 )} is underestimated for this susceptible population.     

Order Management in the Customization‐Responsiveness Squeeze*

Make‐to‐order (MTO) products may be either customized or standard, and customization can occur either at the configuration or component level. Consequently, MTO production processes can be divided into three customization gestalts: non‐customizers, custom assemblers, and custom producers. In this article, we examine how the multilevel nature of customization affects order management in processes that produce complex MTO products. We first empirically validate the existence of the three customization gestalts and subsequently, analyze the order management challenges and solutions in each gestalt in a sample of 163 MTO production processes embedded in seven different supply chains. In the analyses, we follow a mixed‐methods approach, combining a quantitative survey with qualitative interview data. The results show that important contingencies make different order management practices effective in different gestalts. Further qualitative inquiry reveals that some seemingly old‐fashioned practices, such as available‐to‐promise verifications, are effective but commonly neglected in many organizations. The results also challenge some of the conventional wisdom about custom assembly (and indirectly, mass customization). For example, the systematic configuration management methods—conventionally associated with project business environments—appear to be equally important in custom assembly.     

Discourses about Righting the Business ← → Society Relationship

This article engages the question—what is the right business‐society relationship? We consider three perspectives that seek to address the relationship: corporate social responsibility (CSR), social entrepreneurship (SE), and conscious capitalism (CC). We take a macroapproach considering how commentary about these approaches establishes a direction for corporate practice and its relationship to key stakeholder groups. We argue that these perspectives are ‘D'iscourses that provide arguments for and articulations about the direction of corporate practice and the business‐society relationship. To organize our review of each perspective, and focus our critique, for each we highlight (a) drivers and influencers, (b) core assumptions and defining features, and (c) approaches and exemplars. Although distinct, all emphasize effective business practices as key to meeting social needs. CSR suggests legitimizing business practice; SE relocates business practices; and CC seeks to reimagine/rehabilitate business for social good. Ultimately, we conclude that these Discourses lack a clear communicative focus in terms of decision making within these organizations. We attend to this and other implications, and offer avenues for further research.     

Auctions within E‐Sourcing Events

The paper presents a survey of current industry practices in designing and running auctions as part of e‐sourcing events. We report our findings from numerous interviews with auction makers in leading e‐sourcing application vendors. The differences between auction theory and auction practice pose a number of interesting and important research questions for the Operations Management community; we conclude with a discussion of lessons learned and open research questions.     

Competing on Time: An Integrated Framework to Optimize Dynamic Time‐to‐Market and Production Decisions

This study develops a comprehensive framework to optimize new product introduction timing and subsequent production decisions faced by a component supplier. Prior to market entry, the supplier performs process design activities, which improve manufacturing yield and the chances of getting qualified for the customer's product. However, a long delay in market entry allows competitors to enter the market and pass the customer's qualification process before the supplier, reducing the supplier's share of the customer's business. After entering the market and if qualified, the supplier also needs to decide how much to produce for a finite planning horizon by considering several factors such as manufacturing yield and stochastic demand, both of which depend on the earlier time‐to‐market decision. To capture this dependency, we develop a sequential, nested, two‐stage decision framework to optimize the time‐to‐market and production decisions in relation to each other. We show that the supplier's optimal market entry and qualification timing decision need to be revised in real time based on the number of qualified competitors at the time of market‐entry decision. We establish the optimality of a threshold policy. Following this policy, at the beginning of each decision epoch, the supplier should optimally stop preparing for qualification and decide whether to enter the market if her order among qualified competitors exceeds a predetermined threshold. We also prove that the supplier's optimal production policy is a state‐dependent, base‐stock policy, which depends on the time‐to‐market and qualification decisions. The proposed framework also enables a firm to quantify how market conditions (such as price and competitor entry behavior) and operating conditions (such as the rate of learning and inventory/production‐related costs) affect time‐to‐market strategy and post‐entry production decisions.     

An Exploratory Study of Procurement Strategies for Multi‐Item RFQs in B2B Markets: Antecedents and Impact on Performance

This research explores procurement strategies for multi‐item requests for quotation (RFQs) in business‐to‐business (B2B) markets using responses from 825 purchasing professionals. The study first establishes procurement strategies that differ based on their level of strategic emphasis, i.e., the importance that is placed on the pursuit of four strategic objectives. Underlying objectives, which are obtained via factor analysis, include the focus on price, security of supply, internal procurement efficiencies, and bundle building. Next, cluster analysis is used to derive prototypical strategic approaches. The three cluster groups that emerge possess the same relative ranking of the four objectives, but differ based on the intensity with which these objectives are pursued. The clusters are labelled as the three strategic groups of strategists, opportunists, and responders. The research then explores, using an industrial buyer behavior lens, the impact of environmental antecedents in determining a particular strategy. Environmental variables include purchase importance, market uncertainty, supply base availability, buyer bargaining power, item experience, and supply base experience. Finally, the study tests the impact of procurement strategy on the buyer's perceived performance, suggesting that strategists, placing more emphasis on the pursuit of strategic sourcing objectives, achieve better performance than opportunists and responders.