Organizational power and politics influence corporate training in ways not often discussed. This study explores the effects of organizational power and politics on program planning and how planning, with its inherent power and politics (see Cervero & Wilson, 1994a), influences the daily...

On-Line Analytical Processing (OLAP) aims at gaining useful information quickly from large amounts of data residing in a data warehouse. To improve the quickness of response to queries, pre-aggregation is a useful strategy. However, it is usually impossible to pre-aggregate along all...

We consider the problem of allocating a single server to a system of queues with Poisson arrivals. Each queue represents a class of jobs and possesses a holding cost rate, general service distribution, and a set-up cost. The objective is to minimize the expected cost due to the waiting of jobs...

We consider a two-station tandem queueing system where customers arrive according to a Poisson process and must receive service at both stations before leaving the system. Neither queue is equipped with dedicated servers. Instead, we consider three scenarios for the fluctuations of workforce...

The study examined the determinants and impacts of menu choice (familiar food versus novel food) in an authentic Chinese restaurant setting. A conceptual model is built to explore the linkages between determinants (perceived risk taking, physical environment, and service quality) and outcome...

This study examines multiple reference effects in customers’ service evaluation regarding dining experiences in restaurants. Specifically, the present study explores the antecedent role of three reference points: focal, other, self-based and satisfaction in the development of customer...

This study proposed a conceptual model to examine how customers’ perceptions of physical environment influence disconfirmation, customer satisfaction, and customer loyalty for first-time and repeat customers in upscale restaurants. Using a structural equation modeling analysis, this study...

Customer satisfaction has been considered one of the most prominent factors in the measurement of marketing strategies and performances. On the other hand, profitability and value of firm are important indicators of companies’ financial performance. Considering the unique differences from...

This study empirically examines the impact of IT capability on firms' performance and evaluates whether firms' IT capabilities play a role in improving employee capability, customer value, customer satisfaction, and ultimately business performance. The results were based on comparing the...

In the increasingly competitive world of retail banking, organizations are focusing their attention on customer service as a means of increasing customer loyalty and retention. With this goal of increasing customer retention, the link between the attitudes of the service provider (employee...