Robert M. Vandawaker, David R. Jacques, Erin T. Ryan, Joseph R. Huscroft and Jason K. Freels
From on-board automotive diagnostics to real-time aircraft state of health, the implementation of health monitoring and management systems are an increasing trend. Further…
Abstract
Purpose
From on-board automotive diagnostics to real-time aircraft state of health, the implementation of health monitoring and management systems are an increasing trend. Further, reductions in operating budgets are forcing many companies and militaries to consider new operating and support environments. Combined with longer service lives for aircraft and other systems, maintenance and operations processes must be reconsidered. The majority of research efforts focus on health monitoring techniques and technologies, leaving others to determine the maintenance and logistics impact on the systems. The paper aims to discuss these issues.
Design/methodology/approach
This research analyzes the impact of a health monitoring system on a squadron of aircraft. Flight, maintenance and logistics operations are stochastically modeled to determine the impact of program decisions on supply metrics. An arena discrete event simulation is utilized to conduct this research on 20 components on each of the 12 aircraft modeled. Costs and availability are recorded for comparison across three sparing scenarios to include economic order quantity (EOQ) for baseline and health monitoring cases and a just-in-time (JIT) health monitoring set of simulations.
Findings
Data are presented for EOQ and JIT supply methods. A comparison of health monitoring enabled supply to current methods shows cost savings and availability gains. The different methodologies are compared and discussed as a trade-space for programmatic decisions.
Originality/value
This work demonstrates the ability of health monitoring systems and condition based maintenance to affect supply ordering decisions. The development of trade-spaces within operating environments is demonstrated along with the ability to conduct cost benefit analyses.
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Robert E. Overstreet, Joseph B. Skipper, Joseph R. Huscroft, Matt J. Cherry and Andrew L. Cooper
The purpose of this study is to empirically evaluate the relationship between learning culture, workforce level, human capital and operational performance in two diverse supply…
Abstract
Purpose
The purpose of this study is to empirically evaluate the relationship between learning culture, workforce level, human capital and operational performance in two diverse supply chain populations, aircraft maintenance and logistics readiness.
Design/methodology/approach
Drawing upon competence-based view of the firm and human capital theory, this paper analyzes data from two studies.
Findings
The results provide support for the hypothesized model. Workforce level moderates the relationship between learning culture and human capital, and human capital partially mediates the relationship between learning culture and operational performance.
Research limitations/implications
The findings have implications for behavioral supply chain management research and implications for educating and training the supply chain management workforce. While the populations represent a diverse set of logistics functions and responsibilities, the participants are all military members, which may limit generalizability.
Practical implications
This study should help leaders understand the importance of learning culture and the perceived differences in its effect on human capital based upon workforce level.
Originality/value
This research is among the first to investigate the role of workforce level and answers a multitude of calls for research into the human side of supply chain management.
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Yacan Wang, Jason Anderson, Seong-Jong Joo and Joseph R. Huscroft
The purpose of this paper is to investigate the relationship between the repurchase intention of a customer and his/her perception of various aspects of an e-tailer’s product…
Abstract
Purpose
The purpose of this paper is to investigate the relationship between the repurchase intention of a customer and his/her perception of various aspects of an e-tailer’s product return process, such as leniency, fairness and quality of the return process.
Design/methodology/approach
This research focuses on these aspects through the expectation disconfirmation theoretical lens, looking at the relationship between expectations shaped by the product return policy and the repurchase intention. This research collects data using a survey approach and analyzes it using structural equation modeling.
Findings
It was found that perceived return policy leniency, perceived fairness of the return experience and perceived quality of the return experience are important and supporting factors that influence a customer’s intention to be a return customer to e-tailers. Perceived leniency was found to not only be the most influential factor for return purchase intention but it also significantly impacted the perceived fairness and the quality of the return process. As a result, perceived leniency of the return policy had a “halo” effect on the other factors.
Practical implications
This suggests that the majority of an e-tailer’s effort should be expended determining a return policy and experience that is widely perceived as lenient as this will overall improve customer perception of the return process and increase repurchase intention.
Originality/value
This research extends research on lenient policy within the growing e-tailer sector by examining the return experience of the customer and subsequent repurchase intention based on multiple factors.
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Joseph R. Huscroft, Benjamin T. Hazen, Dianne J. Hall, Joseph B. Skipper and Joe B. Hanna
The purpose of this paper is to identify the key issues faced by today's supply chain professionals when managing reverse logistics (RL) processes and compare these issues with…
Abstract
Purpose
The purpose of this paper is to identify the key issues faced by today's supply chain professionals when managing reverse logistics (RL) processes and compare these issues with the topics examined in extant research. By making such a comparison, the paper identifies areas of practical relevance that are being adequately addressed in the literature, as well as areas that may need further attention.
Design/methodology/approach
The paper employed a Delphi method in order to uncover the most salient RL issues faced in industry, as viewed by practitioners. The paper then completed a systematic analysis of the RL literature in order to examine the degree to which topics addressed in the extant literature correspond with the framework proposed by Carter and Ellram (1998). Finally, the paper compared and contrasted the findings of the content analysis and Delphi study, which highlights areas for future investigation that may help to better align research with practice.
Findings
In the Delphi study, the paper uncovered and ranked seven key issues for RL managers. These are: customer support, top-management support, communication, costs, formalization, timing of operations, and environmental issues. When compared to Carter and Ellram's (1998) framework, three of the seven factors coincide with factors described in the framework and two factors indirectly relate to the framework. The two factors not specifically represented are costs and formalization.
Practical implications
The findings provide practitioners with an understanding of what factors are most important to consider when managing RL programs. The discussion of the comparison between the Delphi results and extant literature provides guidance as to how to address the RL issues uncovered in this study.
Originality/value
This research effort suggests directions for future research that will better align academic topics with current managerial issues. Although the paper offers many suggestions for future research, the paper proposes that investigating ways to increase formalization of RL programs and establish RL as a profit center within organizations may be the areas in greatest need for additional scholarly research.
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Joseph R. Huscroft, Benjamin T. Hazen, Dianne J. Hall and Joe B. Hanna
Information technology is a key enabler of logistics performance. Unfortunately, most logistics information systems are implemented with forward logistics processes in mind, with…
Abstract
Purpose
Information technology is a key enabler of logistics performance. Unfortunately, most logistics information systems are implemented with forward logistics processes in mind, with little, if any, consideration for the reverse channel. Informed by task‐technology fit theory, the authors aim to explore how use of complementary information technologies to support reverse logistics processes can lead to enhanced process performance.
Design/methodology/approach
The authors use a survey method to gather data from logistics professionals who are positioned within various reverse logistics functions. Using reverse logistics processing effectiveness and reverse logistics cost effectiveness as dependent variables, the authors use multiple regression to examine the relationships between indicators of task‐technology fit and reverse logistics performance.
Findings
The authors’ models explain 49 percent and 30 percent of the variance in reverse logistics cost effectiveness and processing effectiveness, respectively. Information technology use and reverse logistics technology innovativeness are shown to enhance levels of reverse logistics cost effectiveness; information system compatibility and reverse logistics technology innovativeness are shown to enhance levels of reverse logistics processing effectiveness.
Research limitations/implications
Although limited by the sample frame, the authors’ findings remain consistent with task‐technology fit theory and suggest that employing information technologies that are designed to complement reverse logistics processes can lead to increased reverse logistics process performance.
Practical implications
This study supports the notion that more attention should be given to reverse logistics processes. In order to achieve maximum return on investment, managers should consider allocating resources toward information technologies and systems that directly support reverse logistics.
Originality/value
This research employs a theory that has seen little attention in the logistics literature to provide insight into how use of complementary information technology can enhance reverse logistics processes.
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Andrew L. Cooper, Joseph R Huscroft, Robert E. Overstreet and Benjamin T Hazen
Knowledge management capabilities have proven to be key success factors for organizations within our increasingly information-based economy. Although knowledge management…
Abstract
Purpose
Knowledge management capabilities have proven to be key success factors for organizations within our increasingly information-based economy. Although knowledge management literature has a rich history, less is known about how an organization’s learning culture affects outcomes realized via knowledge management initiatives. Moreover, there is a dearth of understanding regarding how to successfully operationalize knowledge management activities in order to achieve performance in the dynamic logistics and supply chain management environment. Rooted in competence-based theory, the purpose of this paper is to examine the role that learning culture plays with regard to knowledge management capabilities, human capital, and organizational performance at logistics service providers.
Design/methodology/approach
This study uses survey data from 448 managers and covariance based structural equation modeling to assess how knowledge management, learning culture, and human capital influence organizational performance.
Findings
The results of this study indicate that knowledge management has a significant positive relationship with learning culture and human capital. There was also an indirect effect of knowledge management through learning culture on human capital and organizational performance. Interestingly, human capital did not have a significant relationship with organizational performance as hypothesized.
Practical implications
The results support the vital role that leaders and managers have in creating a culture that is conducive to the success of knowledge management initiatives.
Originality/value
This study goes beyond the simple direct relationship between knowledge management and personal and organizational outcomes that is usually examined by testing learning culture as an important mediator.
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Dianne J. Hall, Joseph R. Huscroft, Benjamin T. Hazen and Joe B. Hanna
Although the importance of establishing sound metrics is often noted in the logistics literature, few research efforts have examined appropriate metrics for reverse logistics (RL…
Abstract
Purpose
Although the importance of establishing sound metrics is often noted in the logistics literature, few research efforts have examined appropriate metrics for reverse logistics (RL) processes. Through the lens of goal-setting theory, the paper identifies and align salient RL goals and metrics, and uncover some of the most common challenges to RL professionals. The paper aims to discuss these issues.
Design/methodology/approach
The paper used open-ended questions to gather qualitative data from 84 RL professionals from the defense industry. A content analysis method was employed to extract and categorize the goals, challenges, and metrics for RL processes.
Findings
The paper identifies specific categories of goals, challenges and metrics. Several themes emerged from the study, to include customer service, disposition, costs, and process efficiencies. Using these themes, the paper matched goals to metrics and found a lack of uniformity and noted that metrics and goals often were not matched or were misaligned.
Research limitations/implications
This research is limited by the defense industry sample and the research method. Caution should be used when generalizing the results, and further research is required to empirically test the validity of the findings. Nonetheless, in the context of goal-setting theory, the study contributes to the performance metrics literature by aligning RL metrics with goals and addressing challenges faced by RL practitioners. By investigating the topic from multiple perspectives, the study provides more detailed findings and demonstrates the differences between the inbound and outbound RL processes.
Practical implications
This study provides insight into the metrics used to monitor and control RL processes. The findings may help firms to identify shortcomings and choose metrics that they can employ to align RL processes with firm goals.
Originality/value
The study contributes to the performance metrics literature by aligning RL metrics with goals and addressing challenges faced by RL practitioners. By investigating the topic from both an inbound and outbound perspective, the study provides more detailed findings and demonstrates the differences between the inbound and outbound RL processes.
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Benjamin T. Hazen, Joseph Huscroft, Dianne J. Hall, Fred K. Weigel and Joe B. Hanna
Information systems (IS) play a substantial role in managing reverse logistics (RL) processes. However, the RL literature rarely takes a holistic approach to examining the…
Abstract
Purpose
Information systems (IS) play a substantial role in managing reverse logistics (RL) processes. However, the RL literature rarely takes a holistic approach to examining the “success” of IS employment. Drawing on the rich literature base from the IS field, the authors explore IS Success theory in the context of RL. Considering Diffusion of Innovation theory, the authors also examine the effect of motivation on IS utilization. In doing so, the authors provide scholars and practitioners with insight into the factors affecting the success of a RL IS. The paper aims to discuss these issues.
Design/methodology/approach
Based upon DeLone and McLean's IS Success theory, the authors develop the model to consider information quality, IS utilization, and RL cost effectiveness (as a proxy for net benefits). The authors disaggregate RL into two processes and thus consider the model from two perspectives: the process of receiving returns from customers (inbound) and the process of returning products to suppliers (outbound). The authors survey 136 RL professionals and employ partial least squares modeling for data analysis.
Findings
For both inbound and outbound path models, information quality is significantly and positively related to IS utilization; in turn, IS utilization is a significant predictor of net benefits. For inbound, RL goals provide significant motivation to drive IS utilization. For outbound, RL challenges provide significant motivation for IS utilization.
Originality/value
The authors bring IS Success theory into the context of RL. Additionally, by investigating the topic from both inbound and outbound perspectives, the findings suggest differences between inbound and outbound RL processes.
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Jared M. Hansen, Joseph W. Hansen and Susan R. Madsen
The purpose of this research is to outline and investigate a set of five experience elements from neuroscience research labeled SCARF that could impact the quality of perception…
Abstract
Purpose
The purpose of this research is to outline and investigate a set of five experience elements from neuroscience research labeled SCARF that could impact the quality of perception, evaluation and engagement of executives, managers and employees in business-to-business (B2B) companies during and after the COVID-19 pandemic. The proposed experience elements are perceived status, certainty, autonomy, relatedness and fairness. The authors demonstrate that all five elements are influential factors in B2B employees’ workplace environment during the COVID-19 pandemic. The authors outline several specific managerial implications and describe how companies can make better decisions related to several important market crisis decisions via a growth mindset built on the five experience elements. The authors also pay attention to implications to several B2B areas of research focus, including salesforce management and buying/supplier relationships.
Design/methodology/approach
The authors first examine existing B2B research to gauge if the five elements have been examined in B2B business contexts. They then analyze a combination of quantitative and qualitative survey data from 335 employees of different B2B companies to see if the five experience elements surface in discussion on how the pandemic has impacted their work experience and careers.
Findings
The authors find that several B2B research studies have looked at each of the individual components of the SCARF model, but none of them have yet included all five elements together in research or looked at them in the context of COVID-19. The results of analysis of surveys from employees in 335 B2B companies provide strong evidence that all five elements are influential factors in B2B employees workplace environment during the COVID-19 pandemic.
Originality/value
This study contributes to prior research focusing on how B2B companies can thrive during and after the COVID-19 pandemic. The research offers valuable practical insights and detailed examples of how to apply a set of five elements/experiences that industrial and business-to-business organization leaders should adopt in their conscious decision-making evaluation and in their communications with employees, suppliers and customers during and after the pandemic.