Eric P. Jack

Sources of volume flexibility and their impact on performance

Abstract This research uses three in-depth case studies to establish the drivers and sources of volume flexibility. We find that in all three firms, there is significant concern among managers for gaining competitiveness through volume flexibility. We also find that there are several avenues for developing a volume flexible response and that deployment of these tactics is dependent on the availability of resources and systems. To verify some of these propositions we report on the outcomes of a field survey that measures the importance firms place on volume flexibility as well as the corresponding actions they take to remain volume flexible. Our critical finding is that short- and long-term sources of volume flexibility have a positive, albeit differential, impact on a firm’s performance.

Lessons learned from methodological triangulation in management research

– The purpose of this paper is to leverage the lessons learned from three published studies on volume flexibility in the capital goods industry to demonstrate the effective use of methodological triangulation in operations management research., – The paper uses lessons learned from three published studies to address several issues that researchers encounter when using methodological triangulation. It also develops a coherent framework for developing a research strategy that uses methodological triangulation., – In demonstrating the use of triangulation, the paper documents several tradeoffs that researchers face including: outlining a triangulation strategy; considering the strengths and weaknesses of different data sources; assessing convergent, complementary divergent and meta inference; and paying attention to errors of inference during the triangulation process., – As with every research method, methodological triangulation has limitations that can be amplified by method specific issues and assumptions related to across‐method generalization and inference., – Provides a detailed example of why and how researchers make critical decisions on the appropriate use of methodological triangulation., – This work will assist future researchers who use triangulation to better position their work and to make informed choices that ultimately lead to more complete theories. This work would also be on interest to practitioners interested in keeping up with academic literature.

Reverse logistics capabilities: antecedents and cost savings

Purpose – The use of reverse logistics has received increased attention in the literature, although the role that reverse logistics capabilities plays in enabling firms to achieve cost savings has not been empirically examined. Reverse logistics capabilities can enable retailers to enhance their return policies and improve their overall cost position. This paper aims to address these issues.Design/methodology/approach – Based on a survey of 295 retailers, this paper evaluates the influence of customer and retailer related antecedents of reverse logistics capabilities and their subsequent impact on cost savings.Findings – The results indicate that resource commitments and contractual obligations positively influence reverse logistics capabilities and that these capabilities result in cost savings. Customer opportunism is found to be negatively related to reverse logistics capabilities. It is also reported that reverse logistics capabilities partially mediates the relationship between resource commitments, ...

Validating Key Results Linkages in the Baldrige Performance Excellence Model

The Malcolm Baldrige National Quality Award Criteria for Performance Excellence represent a framework for high-performance management systems. Although the criteria have evolved based on the collective wisdom of quality experts and management practitioners throughout the United States, little empirical research has been performed to validate the criteria and its core concepts and values. One of the key linkages in the criteria is the relationship between external results and internal performance metrics, which reflect the processes and management systems that drive results in an organization. The authors use a large empirical data set to explore these linkages, and apply canonical correlation to uncover significant relationships between variables, such as between employee satisfaction and process performance, and between work system improvement and productivity. These results: 1) validate some of the key linkages; 2) support long-standing beliefs and anecdotal evidence by practitioners of the relationships among endogenous and exogenous results for business performance; and 3) lend credibility to causal hypotheses that improving internal management practices leads to improvements in external results. As such, they provide new evidence of the validity of the Baldrige model and its examination/self-assessment process that seeks to validate strong business results as an outcome of high-performance management practices.

Operational challenges in the call center industry: a case study and resource‐based framework

Purpose – The purpose of this conceptual paper is to examine key operational tradeoffs and challenges that call center managers face.Design/methodology/approach – To support the concepts advanced in this paper, an embedded case study is used from an inbound call center for a regional wireless phone company that operates in the USA. The research involved: a review of available service quality and call center management literature; development of a resource‐based framework to understand key operational tradeoffs; use of a case study approach with structured interviews of key managers and employees; and synthesis of this data in order to understand why and how these managers made key operational tradeoff decisions. The case study was done on an inbound customer service call center for a regional wireless phone company that operates in the Southeastern USA.Findings – This research suggests that there are four key resource management decisions that must be addressed in order to improve service quality and effe...

Managerial perceptions on volume flexible strategies and performance in health care services

Purpose – The purpose of this paper is to examine the impact of volume flexible strategies on organizational performance in academic medical centers (AMCs). Volume flexible strategies represent a variety of methods where organizations use their portfolio of resources and capabilities to meet fluctuating customer demand while improving organizational performance.Design/methodology/approach – A path model is developed and tested based on a survey of AMCs in the USA as listed in the American hospital directory.Findings – The results indicate that desired levels of volume flexibility have a positive impact on organizational capabilities that in turn, positively influence how internal sources of volume flexibility are leveraged. In addition, volume flexible capability and the use of internal strategies were found to have a positive influence on customer‐related performance that in turn, positively impacts financial and market share performance.Research limitations/implications – This research was exploratory i...

Shopping behaviour and satisfaction outcomes

Abstract Shopping behaviour is an increasingly important area of research as firms seek to understand customer motivations and their purchase behaviour further. Despite the interest in shopping behaviour, it remains to be understood how these behaviours are related to satisfaction-related outcomes. A contribution to the academic literature as well as to managerial practice is made by identifying the relationship between three types of shopping behaviour: expectation congruence, satisfaction, and positive word-of-mouth communications. Specifically, the research examines if shoppers who engage in various types of shopping behaviour have the expectations of their shopping experience met, and whether this results in customer satisfaction and loyalty to that store. The research is based on a sample of 308 Wal-Mart and Target customers. The analysis of the data was performed with path modelling where the hypothesised model was supported and shown to have predictive relevance. In addition, significant moderating effects were found by gender for the relationship between shopping behaviour and expectation congruence and for the relationship between satisfaction and positive word-of-mouth communications.

Managing strategic supplier relationships: antecedents and outcomes

Purpose – The purpose of this paper was to examine the antecedents of strategic supplier relationships in conjunction with outcomes of product and service quality and financial performance. The management of strategic supplier relationships involves the selection and development of suppliers that share common goals and strategies of the partnering organization. Design/methodology/approach – Structural equation modeling using partial least squares is used to verify and test these relationships. Findings – Top management support, technological preparedness and trust were found to have significant positive influences on the management of strategic supplier relationships. Strategic supplier relationships were found to have a positive influence on product and service quality outcomes and financial performance. Research limitations/implications – The results provide new and original empirical evidence on the relationship between the antecedents and outcomes of strategic supplier relationships. Practical implica...

Using volume flexible strategies to improve customer satisfaction and performance in health care services

Purpose – Responding to demand fluctuations is a difficult problem in the marketing of services. This problem is particularly difficult in the delivery of health care, as it requires a complex network of facilities, equipment and trained personnel. This paper aims to examine how health care organizations are deploying volume flexible strategies in response to these changing demand patterns.Design/methodology/approach – This research used interviews with hospital administrators and a survey of administrators at academic medical centers in the USA to identify the use of internal and external volume flexible strategies, their impact on the creation of volume flexible capability, and their impact on performance outcomes.Findings – The results show that there is a positive relationship between the use of internal volume flexible strategies, volume flexible capability, patient satisfaction, and organizational performance.Research limitations/implications – Although the measures used in this study were adequate ...

Understanding the causes of retail product returns

Purpose – The distribution literature provides support for examining product returns from a customer-based perspective. Based on this need, the purpose of this paper is to identify the underlying causes of product returns based on a survey of 308 Wal-Mart and Target customers who engaged in product returns. Design/methodology/approach – Structural equation modelling was used to verify and test the relationships examined. Findings – It was found that dissatisfaction with a product results in an emotional dissonance that is positively related to product returns. Two primary reasons for return were examined, the expectation of the customer not being met and the customer finding a better product or price. Both reasons for return were found to influence the frequency of returns. It is also reported that gender, but not store brand moderated these relationships. Males had higher levels of product dissatisfaction and subsequent emotional dissonance than females. Males however did not have higher rates of return ...