James L. Corner

Perceived Risk, the Internet Shopping Experience and Online Purchasing Behavior: A New Zealand Perspective

This paper develops a research model of the importance of consumers’ perceived risk and the Internet shopping experience in the online purchasing behavior of Internet users. The model was tested using a survey of some 700 New Zealand Internet users. Both the perceived risk and perceived benefits of Internet shopping were found to be significantly associated with the amount and frequency of online purchases made. Loss of social interaction in Internet shopping was associated with reduced online spending. The results of the study suggest that Internet retailing Web sites should include features that enhance customer service and reduce perceived risk.

Decision Analysis Applications in the Operations Research Literature, 1970-1989

In order to provide a guide to source material for practitioners interested in applying decision analysis methods, this paper surveys applications of decision analysis published from 1970 through 1989. In addition, it presents references for useful decision analysis methods that are often omitted from introductory textbooks. As used in this article, the term decision analysis refers to a set of quantitative methods for analyzing decisions which use expected utility as the criterion for identifying the preferred decision alternative. To be included in this survey, an application had to explicitly analyze alternatives for a decision problem using judgmental probabilities and/or subjectively assessed utility functions. The paper classifies the applications into five areas: energy, manufacturing and services, medical, public policy, and general. It further subclassifies energy applications into bidding, product and project selection, regulation, site selection, and technology choice. Those in manufacturing and services are subclassified into budget allocation, product planning, strategy, and miscellaneous. Applications in public policy are subclassified into standard-setting and miscellaneous. The paper notes articles that present significant detail about methodological and implementation issues, including problem structure/formulation, decision trees, probability and utility assessment, communication/facilitation, and group decision making.

Perspective on Decision Analysis Applications, 1990-2001

This article identifies, and provides perspective on, trends and developments in decision analysis applications, based primarily on an exhaustive survey of decision analysis applications published in the period 1990-2001 in major English-language operations research and closely related journals. It serves as a guide to those interested in recent applications in specific areas or in applications that illustrate the use of particular methods. We compare the characteristics of the applications articles surveyed here with those of applications articles appearing in a similar set of journals between 1970 and 1989 and conclude that the overall rate of publication of decision analysis applications has increased. In addition, we find that both the mix of application areas and the specific aspects of decision analysis that are emphasized in applications publications have shifted somewhat. We also identify and discuss noteworthy trends in, and developments affecting, published applications, including those in computer software and software-related tools, decision conferencing, stochastic trees, value-focused thinking, normative systems, organizational processes, and real options. We highlight several award-winning decision analysis applications and discuss formation of a new practitioner-oriented professional group. Finally, we present some concerns and thoughts on future needs for advancing decision analysis practice.

Benchmarking Supply Chain Management Practice in New Zealand

This paper reports on a benchmarking study carried out on supply chain management (SCM) activities of manufacturing organisations in New Zealand. The purpose of the paper is to report the current state of the play in this area. A postal survey was carried out to ascertain the status of SCM adoption in New Zealand, and identify the issues in SCM that are significant for New Zealand manufacturers. The findings suggest that although there is awareness of the SCM concept in New Zealand, the adoption of the newer concepts of SCM is not very far advanced.

Critical success factors and problems in ISO 9000 maintenance

Purpose – The purpose of this paper is to try to identify the critical success factors and problems in ISO 9000 maintenance during the post‐certification period. Much of the published work on issues associated with ISO 9000 certification in the quality management journals focuses on how to obtain certification and the impact of certification on ISO‐certified organisations. Thus, studies do not generally address what happens after the organisations have obtained their certification.Design/methodology/approach – In total, 14 face‐to‐face interviews were conducted over a period of seven weeks with top management, middle management, lower management in charge of operations and quality, and the management representative responsible for the implementation of ISO 9000 in the case study organisation (XYZ). Each interview lasted between 1.5 and 2 hours. ISO documents were also reviewed as part of the data gathering process.Findings – The results showed that people who comprise top management, other employees, the ...

The nature of data, information and knowledge exchanges in business processes: implications for process improvement and organizational learning

Suggests that a number of assumptions in the past have been made about how business process improvement, re‐engineering and organizational learning should take place in organizations. Points out that, although a number of these assumptions have been framed on theoretical models, few have been based on the empirical analysis of the nature of actual business processes. Tries to fill this gap with an analysis of data, information and knowledge exchanges in 22 business processes from three organizations. Points to a number of characteristics that appear to be contradictory to some current organizational practices, and that can be helpful to inform future developments in the fields of business process improvement, re‐engineering and organizational learning. Two relevant characteristics are a much higher proportion of data over material exchanges in business processes, and a higher proportion of knowledge exchanges in improvement over core and support processes.

Positioning change readiness in knowledge management research

Purpose – This paper aims to propose a conceptual model for understanding the influence of change readiness on knowledge management processes and knowledge management effectiveness. It is suggested that change readiness should be assessed as a multidimensional construct consisting of psychological and structural facets. Furthermore, as the process of managing organizational knowledge requires interaction among members of the organization, a holistic view of readiness at individual and organizational levels is presented.Design/methodology/approach – A comprehensive literature review results in the development of the conceptual model that depicts potential relationships between change readiness and knowledge management processes. It also postulates the effects of different knowledge management processes on effective knowledge management implementation.Findings – Potential implications of change readiness from both psychological and structural dimensions for knowledge acquisition, creation and sharing proces...

Capturing decision maker preference: Experimental comparison of decision analysis and MCDM techniques

Abstract This paper describes the results of a laboratory study which investigates preference in decision making under certainty with multiple, conflicting objectives and continuous decision variables. Techniques for solving such problems are taken from the fields of decision analysis and optimization: the SMART technique for the former and both the NAIVE and Zionts-Wallenius techniques for the latter. The purpose of the experiment is to determine the ability of each technique to correctly capture decision maker preference. In addition, the relative preference of the decision maker for each technique was obtained. The experiment was conducted on a random sample of business school undergraduates and involved a decision with three criteria. The results give insight into the use of several techniques when confronted with decisions with multiple criteria.

The effects of anchoring in interactive MCDM solution methods

In this paper we describe an experiment that examines the effects of the anchoring and adjustment bias in two different interactive MCDM solution methods. Anchoring is a well documented psychological bias in decision making, where the starting point of a decision process often greatly affects the final outcome. In this experiment we consider a three objective, continuous decision problem with multi-dimensional outcomes and solved using a free search interactive method and the Zionts and Wallenius method. Results suggest that subjects are anchored by the starting point in the Zionts and Wallenius method, but the effect of anchoring is not significant in the free search method. We hypothesize that the anchoring effect is significantly affected by the structure of the solution method, and offer suggestions for using and designing interactive MCDM solution methods.

ISO 9000 maintenance in service organisations: tales from two companies

Purpose – This paper aims to investigate and to highlight the way the quality system is being managed and the outcomes in terms of changes and improvements obtained by the two companies as a result of its maintenance approach. By studying how ISO 9000 is being maintained in the service organisations, it provides useful insights into the unique ways quality systems are managed and the aspects that are important to successful and effective maintenance of ISO 9000 quality system.Design/methodology/approach – A case study approach as described by Eisenhardt and Yin, is used for this study. A total of 30 face‐to‐face interviews were conducted over a period of 13 weeks with top management, middle management, lower management in charge of operations and quality, and the management representative responsible for the implementation of ISO 9000 in the organisation. To support the findings of the interviews, 300 questionnaires were distributed to employees of both companies. ISO 9000 and quality documents were also ...