Mayuram S. Krishnan

Why Do Customer Relationship Management Applications Affect Customer Satisfaction

This research evaluates the effect of customer relationship management (CRM) on customer knowledge and customer satisfaction. An analysis of archival data for a cross-section of U.S. firms shows that the use of CRM applications is positively associated with improved customer knowledge and improved customer satisfaction. This article also shows that gains in customer knowledge are enhanced when firms share their customer-related information with their supply chain partners.

Empirical analysis of CK metrics for object-oriented design complexity: implications for software defects

To produce high quality object-oriented (OO) applications, a strong emphasis on design aspects, especially during the early phases of software development, is necessary. Design metrics play an important role in helping developers understand design aspects of software and, hence, improve software quality and developer productivity. In this paper, we provide empirical evidence supporting the role of OO design complexity metrics, specifically a subset of the Chidamber and Kemerer (1991, 1994) suite (CK metrics), in determining software defects. Our results, based on industry data from software developed in two popular programming languages used in OO development, indicate that, even after controlling for the size of the software, these metrics are significantly associated with defects. In addition, we find that the effects of these metrics on defects vary across the samples from two programming languages-C++ and Java. We believe that these results have significant implications for designing high-quality software products using the OO approach.

The personalization privacy paradox: an empirical evaluation of information transparency and the willingness to be profiled online for personalization

Firms today use information about customers to improve service and design personalized offerings. To do this successfully, however, firms must collect consumer information. This study enhances awareness about a central paradox for firms investing in personalization; namely, that consumers who value information transparency are also less likely to participate in personalization. We examine the relationship between information technology features, specifically information transparency features, and consumer willingness to share information for online personalization. Based on a survey of over 400 online consumers, we examine the question of whether customer perceived information transparency is associated with consumer willingness to be profiled online. Our results indicate that customers who desire greater information transparency are less willing to be profiled. This result poses a dilemma for firms, as the consumers that value information transparency features most are also the consumers who are less willing to be profiled online. In order to manage this dilemma, we suggest that firms adopt a strategy of providing features that address the needs of consumers who are more willing to partake in personalization, therefore accepting that the privacy sensitive minority of consumers are unwilling to participate in personalization, despite additional privacy features.

Contracts in Offshore Software Development: An Empirical Analysis

We study the determinants of contract choice in offshore software development projects and examine how the choice of contract and other factors in the project affect project profits accruing to the software vendor. Using data collected on 93 offshore projects from a leading Indian software vendor, we provide evidence that specific vendor-, client-, and project-related characteristics such as requirement uncertainty, project team size, and resource shortage significantly explain contract choice in these projects. Our analysis suggests that contract choice significantly determines project profit. Additionally, some ex ante vendor-, client-, and project-related characteristics known at the time of choosing the contract continue to significantly influence project profits after controlling for contract choice. We also provide evidence to show that project duration and team size affect project profits.

Evaluating the cost of software quality

There is some confusion about the business value of quality even outside the software development context. On the one hand, there are those who believe that it is economical to maximize quality. This is the “quality is free” perspective espoused by Crosby [7], Juran and Gryna [8], and others. Their key argument is that as the voluntary costs of defect prevention are increased, the involuntary costs of rework decrease by much more than the increase in prevention costs. The net result is lower total costs, and thus quality is free. On the other hand, there are those who believe it is uneconomical to have high levels of quality and assume they must sacrifice quality to achieve other objectives such as reduced development cycles. For example, a study of adoption of the Software Engineering Institute’s Capability Maturity Model (CMM) reports the following quote from a software manager: “I’d rather have it wrong than have it late. We can always fix it later” [11]. Experiences in manufacturing relating to the cost

How does radical collocation help a team succeed

Companies are experimenting with putting teams into warrooms, hoping for some productivity enhancement. We conducted a field study of six such teams, tracking their activity, attitudes, use of technology and productivity. Teams in these warrooms showed a doubling of productivity. Why? Among other things, teams had easy access to each other for both coordination of their work and for learning, and the work artifacts they posted on the walls remained visible to all. These results imply that if we are to truly support remote teams, we should provide constant awareness and easy transitions in and out of spontaneous meetings.

The role of software processes and communication in offshore software development

Offshore software development is a new trend in the information technology (IT) outsourcing field, fueled by the globalization of IT and the improvement of telecommunication facilities. Countries such as India, Ireland, and Israel have established a significant presence in this market. In this article, we discuss how software processes affect offshore development projects. We use data from projects in India, and focus on three measures of project performance: effort, elapsed time, and software rework.

Designing Web Sites for Customer Loyalty Across Business Domains: A Multilevel Analysis

Web sites are important components of Internet strategy for organizations. This paper develops a theoretical model for understanding the effect of Web site design elements on customer loyalty to a Web site. We show the relevance of the business domain of a Web site to gain a contextual understanding of relative importance of Web site design elements. We use a hierarchical linear modeling approach to model multilevel and cross-level interactions that have not been explicitly considered in previous research. By analyzing data on more than 12,000 online customer surveys for 43 Web sites in several business domains, we find that the relative importance of different Web site features (e.g., content, functionality) in affecting customer loyalty to a Web site varies depending on the Web sites domain. For example, we find that the relationship between Web site content and customer loyalty is stronger for information-oriented Web sites than for transaction-oriented Web sites. However, the relationship between functionality and customer loyalty is stronger for transaction-oriented Web sites than for information-oriented Web sites. We also find that government Web sites enjoy greater word-of-mouth effect than commercial Web sites. Finally, transaction-oriented Web sites tend to score higher on mean customer loyalty than do information-oriented Web sites.

Measuring process consistency: implications for reducing software defects

In this paper, an empirical study that links software process consistency with product defects is reported. Various measurement issues such as validity, reliability, and other challenges in measuring process consistency at the project level are discussed. A measurement scale for software process consistency is introduced. An empirical study that uses this scale to measure consistency in achieving the CMM goal questions in various key process areas (KPAs) in 45 projects at a leading software vendor is reported. The results of this analysis indicate that consistent adoption of practices specified in the CMM is associated with a lower number of defects. Even a relatively modest improvement in the consistency of implementing these practices is associated with a significant reduction in field defects.

Work dispersion, process-based learning, and offshore software development performance

In this paper we develop a learning-mediated model of offshore software project productivity and quality to examine whether widely adopted structured software processes are effective in mitigating the negative effects of work dispersion in offshore software development. We explicate how the key process areas of the capability maturity model (CMM) can be utilized as a platform to launch learning routines in offshore software development and thereby explain why some offshore software development process improvement initiatives are more effective than others. We validate our learning-mediated model of offshore software project performance by utilizing data collected from 42 offshore software projects of a large firm that operates at the CMM level-5 process maturity. Our results indicate that investments in structured processes mitigate the negative effects of work dispersion in offshore software development. We also find that the effect of software process improvement initiatives is mediated through investments in process-based learning activities. These results imply that investments in structured processes and the corresponding process-based learning activities can be an economically viable way to counter the challenges of work dispersion and improve offshore project performance. We discuss the implication of these results for the adoption of normative process models by offshore software firms.