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Article
Publication date: 4 March 2021

Jennifer A. Espinosa, James Stock, David J. Ortinau and Lisa Monahan

The authors explore complex adaptive systems (CAS) theory as an updated theoretical perspective for managing product returns that better matches the chaotic nature of recent…

534

Abstract

Purpose

The authors explore complex adaptive systems (CAS) theory as an updated theoretical perspective for managing product returns that better matches the chaotic nature of recent consumer behaviors. CAS theory highlights the importance of agents who create and self-organize to help systems adapt in unpredictable environments.

Design/methodology/approach

This research utilizes data collected from return managers in an online survey and applies regression analyses to estimate the influence of the focal variables.

Findings

Empirical evidence of the firm flexibility–firm adaptability link is established, and return processor creativity positively relates to this link. The firm flexibility–firm adaptability link fully mediates the relationship between return processor creativity and returns management performance and partially mediates the relationship between return processor creativity and relationship quality. Nonmediated effects were observed for turnover and revenue size.

Practical implications

Managers of returns who embrace an adaptability approach become facilitators of returns by supporting processor creativity. Enhancing the autonomy of processors in their day-to-day work increases the knowledge-creation capabilities of the firm, which helps the firm move forward and adapt in an uncertain environment.

Originality/value

This research presents empirical evidence of the underlying mechanisms of CAS theory in the product returns context by studying processor agents and argues that CAS theory better fits the current dynamics of the product returns environment. Further, this paper extends work by Espinosa et al. (2019) and Nilsson (2019) by studying how a specific human characteristic – creativity – impacts product returns management.

Details

The International Journal of Logistics Management, vol. 32 no. 3
Type: Research Article
ISSN: 0957-4093

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Article
Publication date: 12 June 2019

Jennifer A. Espinosa, Donna Davis, James Stock and Lisa Monahan

The purpose of this paper is to explore the processing of product returns at five case companies using a complex adaptive systems (CAS) logic to identify agent interactions…

936

Abstract

Purpose

The purpose of this paper is to explore the processing of product returns at five case companies using a complex adaptive systems (CAS) logic to identify agent interactions, organization, schema, learning and the emergence of adaptations in the reverse supply chain.

Design/methodology/approach

Using a multiple-case study design, this research applies abductive reasoning to examine data from in-depth, semi-structured interviews and direct researcher observations collected during site visits at case companies.

Findings

Costly or high-risk returns may require agents to specialize the depth of their mental schema. Processing agents need freedom to interact, self-organize and learn from other agents to generate emergent ideas and adapt.

Practical implications

Limiting the depth of individual agent schema allows managers to better allocate labor to processing product returns during peak volume. To boost adaptability, managers need to craft a dynamic environment that encourages agents with diverse schema to interact, anticipate, and self-organize to brainstorm new ideas. Managers need to resist the urge to “control” the dynamic environment that ensues.

Originality/value

This paper builds on existing research that studies the key decision points in the analysis of product returns by exploring how processing-agent behaviors can create adaptability in the reverse supply chain. Additionally, this research follows in the tradition of Choi et al. (2001) and Surana et al. (2005) and proposes the application of CAS to a specific part of the supply chain – the processing of product returns.

Details

The International Journal of Logistics Management, vol. 30 no. 3
Type: Research Article
ISSN: 0957-4093

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Article
Publication date: 23 October 2018

Jennifer A. Espinosa, David J. Ortinau, Nina Krey and Lisa Monahan

The purpose of this paper is to study how repeat customers utilize their established overall restaurant brand image (ORBI), overall restaurant loyalty, satisfaction and behavioral…

5995

Abstract

Purpose

The purpose of this paper is to study how repeat customers utilize their established overall restaurant brand image (ORBI), overall restaurant loyalty, satisfaction and behavioral intentions (revisit, recommend) to reengage with a casual-dining restaurant brand.

Design/methodology/approach

The study design consists of a mixed-methods, two-phase research approach that includes both qualitative and quantitative data. First, focus groups and in-depth interviews with adult customers reveal preliminary insights on restaurant dining patterns and familiarity with franchised casual dining restaurants. Second, an online self-administered survey tests the influence of ORBI on repeat customers’ overall restaurant loyalty, satisfaction and behavioral intentions.

Findings

For repeat customers, ORBI positively predicts loyalty and satisfaction. Loyalty and satisfaction mediate the relationship between ORBI and intentions to recommend, while loyalty alone mediates the relationship between ORBI and intentions to revisit a casual dining restaurant.

Practical implications

Managers looking to stimulate recommendation intentions can increase ORBI, loyalty or satisfaction among repeat customers; or choose some combination of these three predictors. To improve revisit intentions, managers should first increase loyalty, followed by ORBI. Importantly, management needs to tailor information given to repeat customers differently than other customers.

Originality/value

This paper provides a first conceptualization of how both loyalty and satisfaction jointly mediate the relationships between ORBI and two behavioral intentions (revisit, recommend). The results show that loyalty plays a significant role in these predictive relationships and is more important than satisfaction for enhancing intentions to revisit a restaurant.

Details

Journal of Product & Brand Management, vol. 27 no. 6
Type: Research Article
ISSN: 1061-0421

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Article
Publication date: 19 September 2019

Nazuk Sharma and Lisa Monahan

The purpose of this paper is to investigate the impact of framing white space around a product image (e.g. silver polish) and its intended effect image (e.g. tarnish-free, shiny…

572

Abstract

Purpose

The purpose of this paper is to investigate the impact of framing white space around a product image (e.g. silver polish) and its intended effect image (e.g. tarnish-free, shiny silverware) in an ad on the performance perceptions of the advertised product.

Design/methodology/approach

Four experimentally designed studies demonstrate a positive impact of framing the white space around the product and effect images. A total of 270 MTurk participants provided data for these studies through online surveys.

Findings

Findings across four different product categories reveal that when the white space surrounding the product and effect images in an ad is enclosed by a frame, consumers perceive product performance to be significantly higher than when there is no white space framing. This effect is mediated by enhanced perceived fit between the two images based on the white space framing.

Research limitations/implications

The current findings contribute to multiple marketing research streams including the use of white space and frames in visual promotions, as well as the literature on product performance, perceived fit, stylistic manipulations (such as the framing of white space in this case) and advertising communication.

Practical implications

The use of product and effect visuals in advertising to convey product performance is one of the most widely used tactics in the consumer packaged goods industry. Managers and creative directors can leverage the current findings to improve consumer product performance perceptions by using a simple, stylistic manipulation (which does not alter the core ad elements but only the production aspects) of framing the white space around the product and effect images in their product ads.

Originality/value

To date, there is only a small body of research examining the role of white space and visual frames on marketing-related outcomes. However, none of that looks at white space framing. The current work is the first to examine how localization of white space around the product and effect images improves consumer perceptions about the advertised product’s performance.

Details

Journal of Consumer Marketing, vol. 36 no. 7
Type: Research Article
ISSN: 0736-3761

Keywords

Available. Content available
Article
Publication date: 17 September 2018

Cleopatra Veloutsou and Francisco Guzman

367

Abstract

Details

Journal of Product & Brand Management, vol. 27 no. 6
Type: Research Article
ISSN: 1061-0421

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Book part
Publication date: 15 September 2021

Thomas J. Kehoe and Jeffrey E. Pfeifer

Abstract

Details

History & Crime
Type: Book
ISBN: 978-1-80117-699-6

Available. Open Access. Open Access
Book part
Publication date: 29 November 2023

Abstract

Details

The Emerald Handbook of Research Management and Administration Around the World
Type: Book
ISBN: 978-1-80382-701-8

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Article
Publication date: 1 March 1990

Edward Valauskas

THE APPLE MACINTOSH IN THE '90S: PROSPECTS AND DILEMMAS. Over the past six years, technological developments have encouraged librarians to migrate more and more of their computing…

45

Abstract

THE APPLE MACINTOSH IN THE '90S: PROSPECTS AND DILEMMAS. Over the past six years, technological developments have encouraged librarians to migrate more and more of their computing tasks to the desktop. Routines once left to mainframes and minicomputers are now completed on personal computers and workstations in administrative offices, reference desks, and cataloging carrels. The Apple Macintosh has grown in the past five years to meet these needs of librarians, not in any organized fashion specifically designed for librarians, but as part of a larger trend of greater computing strength for a given price, in pace with hardware offerings from other manufacturers.

Details

Library Workstation Report, vol. 7 no. 3
Type: Research Article
ISSN: 1041-7923

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Article
Publication date: 13 November 2017

Latisha Reynolds, Amber Willenborg, Samantha McClellan, Rosalinda Hernandez Linares and Elizabeth Alison Sterner

This paper aims to present recently published resources on information literacy and library instruction providing an introductory overview and a selected annotated bibliography of…

7222

Abstract

Purpose

This paper aims to present recently published resources on information literacy and library instruction providing an introductory overview and a selected annotated bibliography of publications covering all library types.

Design/methodology/approach

This paper introduces and annotates English-language periodical articles, monographs, dissertations and other materials on library instruction and information literacy published in 2016.

Findings

The paper provides information about each source, describes the characteristics of current scholarship and highlights sources that contain unique or significant scholarly contributions.

Originality/value

The information may be used by librarians and interested parties as a quick reference to literature on library instruction and information literacy.

Details

Reference Services Review, vol. 45 no. 4
Type: Research Article
ISSN: 0090-7324

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Article
Publication date: 21 May 2021

Michael M. Prentice

The purpose of this paper is to demonstrate how document protection has become a key object of concern for organizations, how the threat of leaks has led to an increase in…

185

Abstract

Purpose

The purpose of this paper is to demonstrate how document protection has become a key object of concern for organizations, how the threat of leaks has led to an increase in security technologies and policies and how these developments present new and emergent ethnographic challenges for researchers. Through a study of a South Korean organization, the paper aims to demonstrate the ways workplace documents are figured into wider legal, regulatory and cyber security concerns.

Design/methodology/approach

The research is based on 12 months of intensive embedded fieldwork in a South Korean firm from 2014 to 2015 and follow-up interviews in 2018. The author followed an immersive and inductive approach to collecting ethnographic data in situ. The author was hired as an intern in a Korean conglomerate known as the Sangdo Group where he worked alongside Human Resources managers to understand their work practices. The present article reflects difficulties in his original research design and an attempt to analyze the barriers themselves. His analysis combines ideas from theories of securitization and document studies to understand how the idea of protection is reshaping workplaces in South Korea and elsewhere.

Findings

The paper highlights three findings first that South Korean workplaces have robust socio-material infrastructures around document protection and security, reflecting that security around document leaks is becoming integrated into normal organizational life. Second, the securitization of document leaks is shifting from treating document leaks as a threat to organizational existence, to a crime by individual actors that organizations track. Third, that even potential document leaks can have transitive effects on teams and managers.

Originality/value

Organizational security practices and their integration into workplace life have rarely been examined together. This paper connects Weber's insights on bureaucratization with the concept of securitization to examine the rise of document security practices and policies in a South Korean organization. The evidence from South Korea is valuable because technological developments around security coupled with organizational complexities portend issues for other organizational environments around the world.

Details

Journal of Organizational Ethnography, vol. 10 no. 3
Type: Research Article
ISSN: 2046-6749

Keywords

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