Customer Use of Virtual Channels in Multichannel Services: Does Type of Activity Matter?

Many firms have recently adopted virtual channels, based most notably on the Internet and the phone, to complement the delivery of services to their customers by their existing physical facilities. The success of such multichannel (MC) strategies relies on the alignment of service design decisions—namely those concerning the allocation of service activities to virtual channels—with customers’ MC behavior. Although prior studies have looked at the intensity with which customers use virtual channels, they have not addressed virtual channel use for different types of service activities. In our study, we investigate whether customers’ use of virtual channels for MC services varies with the type of service activities they engage in, and if so, in what way. In doing so, we address two objectives. First, we investigate the impact of accessibility to the physical channel on the degree of use of virtual channels (Internet and phone, aggregated) for different types of activities. Second, we look at channel preferences (Internet vs. phone) for different types of activities when customers do resort to virtual channels to conduct activities. To address our objectives, we develop and test hypotheses regarding customers’ use of virtual channels based on the match between activity attributes (complexity and volume) and channel attributes (access efficiency, interface efficiency, interface richness). Using data from a MC bank, we find that the impact of accessibility to physical channels (specifically, customer distance) on customers’ use of virtual channels, as well as the relative use of Internet versus phone, depend on the type of activities.     

Myths of Women and Their Reflection in a Therapy Group

One essential dilemma for modern clinical social work involves the relationship between the processes taking place inside the self and the social, cultural, and political developments affecting a person from the outside. The group-analysis approach focuses on four levels of relationships and communication within the group, among others a primordial level of shared myths, archetypical images, and the collective unconscious as an important component of psychotherapy. This article describes group-analysis therapy with women, analyzing a therapeutic process that used social myths to explore the formative institutionalization processes participants had undergone, thereby expanding themselves, growing, and changing.

An Experiment on the Social Facilitation of Gambling Behavior

Research and theory regarding the social facilitation effect generates the expectation that the presence of other gamblers (or co-actors) in a gaming venue is likely to intensify individual gambling behavior and magnify losses. Fifty male and 66 female participants (116 total) played a computer-simulated electronic gaming machine with a fixed winning sequence, followed by an indefinite losing sequence. Measures of the intensity of gambling behavior included the final payout (a direct measure of losses), average bet-size, number of trials played, and the speed of play. Some participants received false feedback from the computer designed to suggest that other gamers in adjacent rooms were playing and sometimes winning at the same game. Persons who received both sight and sound information, including winning bells and instant messages regarding the wins of other (fake) players, placed more bets and lost more money compared to the other conditions with less information.     

中原城市群信息化水平研究

信息化正在逐渐成为推动区域经济和社会全面发展的关键因素。对中原城市群信息化建设的现状进行了分析,认为要使中原城市群成为实现中原崛起的龙头,发挥其对河南省经济发展的拉动和辐射作用,需要相关部门在政策、信息基础设施、人才教育和培养等方面加以扶持,将信息化作为制定地区经济发展战略的一个重要因素。     

Determining Differences in Expert Judgment: Implications for Knowledge Acquisition and Validation*

In knowledge acquisition, it is often desirable to aggregate the judgments of multiple experts into a single system. In some cases this takes the form of averaging the judgments of those experts. In these situations it is desirable to determine if the experts have different views of the world before their individual judgments are aggregated. In validation, multiple experts often are employed to compare the performance of expert systems and other human actors. Often those judgments are then averaged to establish performance quality of the expert system. An important part of the comparison process should be determining if the experts have a similar view of the world. If the experts do not have similar views, their evaluations of performance may differ, resulting in a meaningless average performance measure. Alternatively, if all the validating experts do have similar views of the world then the validation process may result in paradigm myopia.     

Redesigning a Cellular Manufacturing System to Handle Long-Term Demand Changes: A Methodology and Investigation*

Cellular manufacturing systems have been proposed as an alternative to the job shop since they provide some of the operational benefits of a flow line production process, while retaining to some extent the flexibility of job shops. However, this must be balanced against the possibility of additional initial investments in equipment to form the cells and a certain loss in manufacturing flexibility, particularly in terms of the ability to deal with long-term demand changes. This paper presents a model-based heuristic cell system redesign methodology to deal with such demand changes. The methodology is validated and applied to system designs generated from several data sets published in the literature. Results show that different kinds of demand changes incur distinct kinds of costs. Further, characteristics of cell designs that can handle long-term demand changes at least cost are identified.     

The Impact of a Structured-Argument Approach on Group Problem Formulation*

Despite advances in decision analysis and decision support systems, few formulaic procedures exist for undertaking problem formulation, particularly in group settings. This leaves managers with little procedural support for the important task of carefully structuring problems. In a laboratory experiment of 29 intact student teams, we contrasted two problem formulation methodologies: a structured argument approach (based on application of formal reasoning) and a group process approach (based on private idea generation prior to public sharing and evaluation of ideas). The structured argument approach took more time to use and failed to bring about more information search and equivocality reduction in group discussions. On the positive side, however, the structured argument approach led to a greater combination of both coverage of critical issues and consensus on those issues. Use of the structured argument approach also resulted in higher satisfaction with the problem definition and commitment to implementing results of the group meeting. Overall, the results reveal cost/benefit tradeoffs associated with developing argumentation-based procedures for problem formulation.     

Resource Flexibility Issues in Multistage Manufacturing

We test the situational impact of two types of resource flexibility, machine flexibility and labor flexibility, in a material requirements planning (MRP)-driven production system. Machine flexibility has not been treated in prior multistage research, only labor flexibility. Machine flexibility is closely related to a plant's positioning strategy. A process-focused plant opts for considerable machine flexibility by choosing general-purpose equipment. Resource flexibility, if effective, can be an attractive alternative to two other types of buffers, inflated inventories and costly capacity cushions. Our simulation results, using factor settings established earlier by a panel of managers, show that resource flexibility is indeed an effective buffer against uncertainties such as end-item demand variability, capacity bottlenecks, equipment failures, and yield losses. Machine flexibility is especially helpful in environments characterized by high uncertainties, tight capacities, and large lot sizes. Worker flexibility has a similar, but less dramatic, impact. Benefits are most striking with customer service, rather than with inventory or labor productivity. Finally, we show that simultaneous introduction of both machine and labor flexibility yields only marginal improvements over either kind of flexibility alone.     

民营企业网络式创新模式构建案例分析及对策研究

我国民营企业一直在积极探索适合自身发展的自主创新模式。中天科技的产学研一体化网络式创新模式,为我国民营企业在资源整合、平台构建、内部机制建设等方面的网络式创新提供了实践样本。     

Checking validity of monotone domain mean estimators

Estimates of population characteristics such as domain means are often expected to follow monotonicity assumptions. Recently, a method to adaptively pool neighbouring domains was proposed, which ensures that the resulting domain mean estimates follow monotone constraints. The method leads to asymptotically valid estimation and inference, and can lead to substantial improvements in efficiency, in comparison with unconstrained domain estimators. However, assuming incorrect shape constraints may lead to biased estimators. Here, we develop the Cone Information Criterion for Survey Data as a diagnostic method to measure monotonicity departures on population domain means. We show that the criterion leads to a consistent methodology that makes an asymptotically correct decision choosing between unconstrained and constrained domain mean estimators. The Canadian Journal of Statistics 47: 315–331; 2019 © 2019 Statistical Society of Canada