Global Innovation - The Paul Merage School of Business - University ...

FACULTY INSIGHTS
36
experience INNOVATION
the decrease in individual productivity did not translate
into lower overall company performance, perhaps
because the company took other steps to mitigate the
losses caused by lower individual productivity.
– Contemporary Accounting Review
Cross-sales policies in
telephone service centers
Rick So and Reynold Byers (Arizona State University)
CROSS-SELLING IN TELEPHONE service centers is seen
by industry as a good way to generate profits. But if it
is poorly managed, customer service quality can suffer.
This paper demonstrates the optimal use of real-time
information including current system status (queuing
congestion) and customer profile (likelihood of purchase)
for maximizing the profitability of cross-sales opportunities
in these centers without degrading the service quality.
Our results also provide useful insights on the underlying
system and customer characteristics under which
the use of such real-time information is most beneficial.
– Manufacturing and Service Operations Management
Unpacking the concept of virtuality: the
effects of geographic dispersion, electronic
dependence, dynamic structure and
national diversity on team innovation
Gibson and Gibbs (2006)
WE EXAMINED A CURIOUS PARADOX — although teams
are often implemented by organizations to increase
innovation, they often hinder it. Part of the problem
may be that there is confusion as to just how to design
such teams. This paper unpacks four characteristics
often associated with new “virtual” team designs (geographic
dispersion, electronic dependence, structural
dynamism and national diversity) and argues that they
hinder innovation through unique mechanisms, many of
which can be overcome by creating a psychologically
safe communication climate. Through this work we are
able to offer substantial implications for theory, and for
the practice of working and managing virtually to
increase innovation.
What results when firms implement practices:
the differential relationship between
specific practices, firm financial performance,
customer service, and quality
Gibson et al. (2008)
IN THE ARTICLE we examine an age-old debate through
fresh eyes and using a comprehensive data set of over
200 Fortune 1000 firms. Previous research on organizational
practices is replete with contradictory evidence
regarding their effects. Here, we argue that these contradictory
findings may have occurred because
researchers have often examined complex practice combinations,
and have failed to investigate a broad variety
of firm-level outcomes. Results indicate that certain
practices are positively related to financial performance,
firm-level customer service, and firm-level quality. Our
findings offer guidance as to how to best target practices
to increase specific work-related outcomes.
Research Fest
Launched
The first ever PhD Research
Fest, held in April 2008,
featured 21 Merage School
PhD students who enjoyed
the occasion to celebrate
and share their ideas with
the Merage School
community.