Nancy J. Birch

Analysis of a Two-Factor R&R Study With Fixed Operators

The first step of many process improvement projects is to conduct a repeatability and reproducibility (R&R) study. The major objective of such a study is to determine whether a measurement procedure is adequate for monitoring a process. If the measureme..

Do switching barriers in the retail banking industry influence bank customers in different age groups differently

Purpose – The purpose of this paper is to examine whether switching barriers in the retail banking industry affect different age groups differently.Design/methodology/approach – Questionnaires were administered to 188 bank customers of different age groups, measuring their perception of variables related to relational benefits, switching costs, availability and attractiveness of alternatives, service recovery and retention.Findings – Results from independent two‐sample t‐tests and logistic regression support all five hypotheses, confirming that young and older bank customers differ significantly in their perception of switching barriers: relational benefits, switching costs, availability and attractiveness of alternatives, service recovery and the duration of time they intend to end their relationship with their banks.Research limitations/implications – This study was conducted among employees of two higher education institutions. Thus, further research needs to test the research results in a diverse popu...

Business Education and Change in Russia and Eastern Europe

Abstract Russia and Eastern Europe are undergoing tumultuous changes. The educational system plays a vital role in social changes; it can support or undermine change. To better understand the role of education in the transition from communism to capitalism and democracy, we surveyed business and economics students in Russia, Poland, Bulgaria, and the former Yugoslavia. For purposes of comparison, we surveyed students in France and the United States, as well. Our results provide valuable insight on the adequacy of business and economic education in the formerly communist countries from the perspective of current business students.

Confidence intervals and bounds for a ratio of summed expected mean squares

To control manufacturing processes, it is necessary to measure product variability. A ratio that arises in camparing variance measures is δ = (k 1θ1, + k 2θ2)/(kθ3 + k 4θ4), where 01, represents an expected mean square and k i > 0 for i = 1, 2, 3, 4. Confidence bounds and intervals are require for making decisions based on δ. The Satterthwaite approximation is a popular method for constructing intervals on δ. This article presents and compares new methods for constructing approximate confidence intervals and bounds on δ. These new methods are shown to provide better approximations than the Satterthwaite method. A hypothesis test based on δ for a main effect in the balanced random three-factor crossed design is also presented.

Do offshore outsourcing firms in the USA use their investments on corporate social responsibility to alleviate negative attitudes toward offshore outsourcing

Purpose – The purpose of this paper is: to determine how offshore outsourcing firms in the USA are involved in providing assistance to education and training the downsized/unemployed; and to conduct inter‐industry comparisons among offshore outsourcing firms to determine if there are differences in their degree of involvement in assisting education and training the downsized/unemployed.Design/methodology/approach – This research is based on a survey of 51 firms in the USA that are listed as major offshore outsourcers and exporters of American jobs in “CNNs Lou Dobbs Exporting America website”.Findings – The findings show that out of eight areas of corporate social activities included in the survey, offshore outsourcing firms indicated that they were least involved in providing or supporting training programs to the downsized/unemployed. However, we also found that offshore outsourcing firms were highly involved in providing assistance to charities and supporting private and public education.Research limi...

Confidence intervals on the ratio of expected mean squares ([theta]1 + [theta]2 + [theta]3)/[theta]4

This paper considers two methods for constructing confidence intervals on the ratio of expected mean squares ([theta]1 + [theta]2 + [theta]3)/[theta]4 in a random model. Numerical integration shows a modified large sample approximation provides an interval with a confidence coefficient close to the stated level.

Do Mobile Phone Service Consumers in the US Have Media Preference as Their Source of Information on Competing Mobile Phone Service Plans

ABSTRACT When communicating product-related information to consumers, companies must often choose among different media types. Understanding how consumers seek media as their source of information when making purchase decisions is highly important for marketers to optimize their media-selection decisions and achieve maximum communication results. However, an extensive review of the literature indicates that little is known about the advertising media preferences of consumers of technology-based services. This research examines the media preferences of mobile phone service consumers in the United States as their source of information regarding competing mobile phone service plans. The study also addresses whether the advertising media preferences of mobile phone service consumers vary across demographic characteristics. The survey data were collected from 471 employees and students of two higher education institutions. Descriptive statistics including medians and quartiles are calculated for media preferences. Frequencies are used to summarize demographic characteristics. Chi-square tests are used to determine if relationships exist between demographic characteristics and advertising media preferences. The results indicate that for mobile phone service buyers in the United States, the most important media they consider as their source of information on competing mobile phone service plans is word of mouth. Moreover, consumers ranked providers website as second, search engine marketing as third, and social media as the fourth preferred source of information for competing mobile phone service plans. Also, the research results reveal that media preference as a source of information on competing mobile phone service plans differs by respondent age, but not by gender. The implications of the research findings on theory and practice are discussed.

Mobile Phone Service Providers Shift to No-Contract Plans: Implications on Customer Retention

ABSTRACT Findings indicate that, regardless of the flexibility and cost saving advantages of no-contract mobile phone service plans for customers, a majority of younger customers in the United States continue to patronize contract-based plans. Conversely, the data show that older customers tend to appreciate the flexibility and financial savings that come with buying no-contract plans. Also, the study finds that the customers decision to finance the cost of a mobile device with the provider is independent of the customers age. The article discusses theoretical and practical implications.

Perceptions of real estate agents on the role of professional training in ethical decision making

The purpose of this paper is to investigate the perceptions of the real estate agents on the role of the pre and post licensing training in enabling them to evaluate potential ethical conflicts in their work environment. The findings in this research indicate that real-estate agents/brokers perceive pre-post licensing ethical training as helpful in avoiding obstacles to moral awareness, moral action and developing moral intention. However, the findings also reveal that there is no sufficient evidence to claim that real estate agents view pre-post licensing ethical training as helpful to avoiding obstacles to moral reasoning. Practical and theoretical implications are discussed extensively.