Optimal Configuration of a Service Delivery Network: An Application to a Financial Services Provider

Driven by market pressures, financial service firms are increasingly partnering with independent vendors to create service networks that deliver greater profits while ensuring high service quality. In the management of call center networks, these partnerships are common and form an integral part of the customer care and marketing strategies in the financial services industry. For a financial services firm, configuring such a call center service network entails determining which partners to select and how to distribute service requests among vendors, while incorporating their capabilities, costs, and revenue‐generating abilities. Motivated by a problem facing a Fortune 500 financial services provider, we develop and apply a novel mixed integer programming model for the service network configuration problem. Our tactical decision support model effectively accounts for the firm's costs by capturing the impact of service requirements on vendor staffing levels and seat requirements, and permits imposing call routing preferences and auxiliary service costs. We implemented the model and applied it to data from an industry partner. Results suggest that our approach can generate considerable cost savings and substantial additional revenues, while ensuring high service quality. Results based on test instances demonstrate similar savings and outperform two rule‐based methods for vendor assignment.     

Attitudes Toward Aging and Retirement Homes Before and After Entry Into a Retirement Home

The change of one's habitual living conditions in favor of institutionalized living in a retirement home can be a stressful event. Therefore, the question arises: How does entry into a retirement home affect attitudes toward one's life and aging and toward retirement homes? In order to answer this question, we used longitudinal data from 53 older individuals who were surveyed before and after entry into a retirement home. The data revealed that attitudes toward one's life and aging changed negatively and attitudes toward retirement homes changed positively; however, there are gains and losses in both attitudes.     

“God Just Brought Me Through It”: Spiritual Coping Strategies for Resilience Among Intimate Partner Violence Survivors

This study highlights the spiritual coping processes for surviving and healing used by Christian women in a conservative faith community who experienced intimate partner violence (IPV). Using data from 42 in-depth qualitative interviews of survivors of IPV, the findings reveal a pattern of spiritually-based survival and resilience strategies women used while coping with and eventually escaping their traumatic lives. The analysis notes the central role of spirituality as a means women used to move from coping for survival to resilient self-efficacy and healing. These findings assist clinical social workers with identifying and accessing spiritual strengths as a springboard to wellbeing.     

Everyday Meaning of Neighboring in Old Age in an Urban District

ABSTRACT

Contact and assistance between neighbors are prominent forms of social exchange in a spatial context. For older adults, the neighborhood gains in importance when mobility disabilities increase. This explorative study, therefore, aimed to investigate given and received neighborhood help and the everyday meaning of neighboring among older adults in an urban district. Study participants were aged 60 years and older (N = 100) living in an urban district of Zurich, Switzerland. Results highlight that older adults reported vivid interactions with their neighbors and that reciprocity exists between given and received neighborhood help. Besides that, daily contact and neighborhood help affect the perceived feeling of neighboring. Data indicate that neighboring is a meaningful resource for coping with everyday life situations in old age in an urban context.     

Inventory leanness and the financial performance of firms

This paper examines the financial consequences that inventory leanness has on firm performance. We conduct an econometric analysis using 4324 publicly traded US manufacturing companies for the period 1980–2008. Using an instrumental variable fixed effects estimator we find a nonlinear relationship between inventory leanness and financial performance. However, we note that the maximum point of this inverted U-shaped relationship often lies at the extreme end of the investigated sample – suggesting a decreasing return from leanness rather than an optimal level. We show that the strength of this relationship is highly dependent on both the industry and inventory component (raw materials, work in process and finished goods) studied. The main novelty and direct implication of our findings is that most firms still have much potential to increase profitability by becoming leaner and they are unlikely to cross a threshold where profitability decreases with increased leanness. We display how much the average firm could gain by becoming leaner and show how this sensitivity changes by inventory component and industry. Finally, we highlight several new econometric aspects that we believe must be addressed when empirically investigating the inventory-performance link.     

Ideology over strategy: Extending voting rights to felons and ex-felons, 1966-1992

The disenfranchisement of felons and ex-felons has long served to restrict the practice of democracy in the United States. In the late 20th century, a number of states allowed increasing numbers of felons and ex-felons to vote. Previous work has noted that Democrats are often associated with extensions of voting rights to felons and ex-felons. If this is the case, what accounts for their support for re-enfranchisement? In this paper I conduct a series of event history analyses of voting rights policy changes at the state level. I argue that Democratic support was not based on expected electoral benefits that might derive from changes in the composition of the electorate. Instead, analyses suggest that would-be reformers—often Democratic, but also Republican—were importantly constrained by the ideological climate among a state's population. Thus, policy liberalism appears to have trumped crass partisan strategizing in encouraging restoration of voting rights to felons and ex-felons. Results also confirm claims that local patterns of racial domination were relevant in decisions to re-enfranchise or not.     

Improving Prediction of Career Adjustment With Measures of Career Development

In the first part of the article, the major findings and the problems of criterion-related validity research in the field of career development assessment are analyzed. Regarding predictive validity, it is shown that it is more difficult to prove mediumterm and long-term effects of career maturity on career adjustment than short-term effects, and that this is connected with shortcomings in research and theory. In the second part of the article, empirical evidence is provided for the assumption that self-concept orientation in choice of present major and realization of preferences might function as mediating factors between career development in school and career adjustment.     

Patient Hochschulmedizin

Patient university medicine. Changes of the legal framework of university hospitals in the context of the German health reform The situation of university of medicine can be compared to that of ?a servant of two masters“. Issues of performance and financing as well as legal regulations and administrative procedure have their roots in both the academic and the health system. While medical training is unthinkable without hospital practice, the ?supra-maximalist care“ produced by university hospitals is absolutely essential in the interest of public health. Out of the complexity of teaching, research and medical care grow valuable additional results but also above average costs which could reduce the competitiveness of university hospitals, once the change of financing to DRGs as a consequence of health reform is generally applied. The problem is made worse by outdated academic decision structures, by unsuitable buildings and by the lack of public funds for their structural maintenance and modernization. With this situation in mind the Federal States of Germany in the mid nineties began to search for alternative sources of investment and for a more efficient legal framework. The article explores the question which proposed solutions were subjects of discussion and why the concept of a public law institution became the favourite in the end.