Managing Customer Complaints in Online Auction Markets

The purpose of this multiple case study was to explore strategies managers in the online auction industry used to manage customer complaints to improve customer satisfaction. The targeted population consisted of 4 managers of online auction companies in the southwestern region of the United States. The conceptual framework for the study was Argyris and Sch�n\u27s double-loop learning theory. Data were collected via semistructured interviews with business managers, observation of company operations and behaviors, review of documentation, and member-checking activities. Data analysis consisted of text interpretation of data and notes using coding techniques. Data analysis resulted in 5 themes: business orientation, customer purview, complaints handling, coping strategies, and learning abilities. The implications of this study for positive social change include facilitating the growth of online markets and increasing lower-cost purchasing opportunities for consumers with limited access to conventional marketplaces

ENROLLING ACTORS IN THE CO-EVOLUTON OF INTER-ORGANISATIONAL INFORMATION SYSTEMS

This paper describes interpretive case-study research into the development on some e-commerce inter-organisational information systems (EIOS) implemented in Australia. The research was undertaken in two phases, firstly a thematic analysis in ten organisations, and secondly an in-depth case study of one of these organisations using co-evolutionary theory. A framework of EIOS evolution is developed and offered as a tool for practitioners working as initiators of EIOS

Green Supply Chain Management: A Precursor to Green Purchasing

The chapter’s focus is on an enterprise collaboration with the members of the value chain and the use of technology to enhance integration. These factors are attributes of supply chain management (SCM). When emphasis is placed on lean and agile supply chains, closed-loop supply chains, reverse logistics, and the practice of just in time (JIT), the operation is transformed to green supply chain management (GSCM). JIT reduces outsourcing of resources, has controlled production and transportation, and uses distribution centers to expedite the distribution process. The utilization of the returned products in reverse logistics for reuse, recycle, and remanufacturing reduces dumping and environmental degradation. The returned materials become additional resource which is value-added to the enterprise. Ultimately, this is a cost saving and a contribution to the enterprise’s bottom line and sustainability

Towards a wider application of the systems approach in information systems and software engineering

The chapter provides possible directions for the wider application of the systems approach to information systems development. Potential improvement of software development practices is linked by some leading experts to the application of more systemic ideas. However, the current state of the practice in software engineering and information systems development shows the urgent need for improvement through greater application of systems thinking

The effects of business-to-business relationships on electronic procurement systems: An exploratory study

For many organisations e-Procurement has become a necessity. Nevertheless, while e-procurement has generated considerable hype the phenomenon is generally under-researched. This paper explores the effects that business-to-business relationships have on e-Procurement systems using a field study of 6 companies. The study classifies business-to-business (B2B) relationships as being adversarial and collaborative, and examines the effects that each have on the electronically supported transaction phases of the procurement lifecycle. The research findings indicate that B2B relationships have most effect on the sourcing, fulfilment, and consumption phases of the procurement cycle

Information systems, software engineering, and systems thinking: challenges and opportunities

This article traces past research on the application of the systems approach to information systems development within the disciplines of information systems and software engineering. Their origins historically are related to a number of areas, including general systems theory. While potential improvement of software development practices is linked by some leading experts to the application of more systemic methods, the current state of the practice in software engineering and information systems development shows this is some way from being achieved. The authors propose possible directions for future research and practical work on bringing together both fields with systems thinking

The effects of business-to-business relationships on electronic procurement systems: An exploratory study

For many organisations e-Procurement has become a necessity. Nevertheless, while e-procurement has generated considerable hype the phenomenon is generally under-researched. This paper explores the effects that business-to-business relationships have on e-Procurement systems using a field study of 6 companies. The study classifies business-to-business (B2B) relationships as being adversarial and collaborative, and examines the effects that each have on the electronically supported transaction phases of the procurement lifecycle. The research findings indicate that B2B relationships have most effect on the sourcing, fulfilment, and consumption phases of the procurement cycl

IT-Enabled Capabilities for Sustainable Supply Chain Management: An Affordance Theory Perspective

There is an increasing consumer pressure to improve the environmental and social impacts of supply chain activities, forcing organisations to adopt sustainable supply chain practices. However, the management of sustainable supply chain is complex because it is inter-organisational in nature involving different and sometimes conflicting objectives and priorities among various stakeholders. Successful implementation of sustainable supply chain practices requires a set of specific organisational capabilities. Currently, very little is known about what capabilities are required and how information technology (IT) can enable those capabilities. This paper aims to address this knowledge gap by identifying a set of possible IT-enabled capabilities based on Affordance Theory. We put forward a novel approach that demonstrates how Affordance Theory could be applied to discover the roles of IT in capability development to support the successful implementation of sustainable supply chain management (SSCM)

An integrated approach to value chain analysis of end of life aircraft treatment

Dans cette thèse, on propose une approche holistique pour l’analyse, la modélisation et l’optimisation des performances de la chaîne de valeur pour le traitement des avions en fin de vie (FdV). Les recherches réalisées ont débouché sur onze importantes contributions. Dans la première contribution, on traite du contexte, de la complexité, de la diversité et des défis du recyclage d’avions en FdV. La seconde contribution traite du problème de la prédiction du nombre de retraits d’avions et propose une approche intégrée pour l’estimation de ce nombre de retraits. Le troisième et le quatrième articles visent à identifier les parties prenantes, les valeurs perçues par chaque partenaire et indiquent comment cette valeur peut affecter les décisions au stade de la conception. Les considérations relatives à la conception et à la fabrication ont donné lieu à quatre contributions importantes. La cinquième contribution traite des défis et opportunités pouvant résulter de l’application des concepts de la chaîne logistique verte, pour les manufacturiers d’avions. Dans la sixième contribution, un outil d’aide à la décision a été développé pour choisir la stratégie verte qui optimise les performances globales de de toute la chaîne de valeur en tenant compte des priorités et contraintes de chaque partenaire. Dans la septième contribution, un modèle mathématique est proposé pour analyser le choix stratégique des manufacturiers en réponse aux directives en matière de FdV de produits comme le résultat des interactions des compétiteurs dans le marché. La huitième contribution porte sur les travaux réalisés dans le cadre d’un stage chez le constructeur d’avions, Bombardier. Cette dernière traite de l’apport de « l’analyse du cycle de vie » au stade de la conception d’avions. La neuvième contribution introduit une méthodologie d’analyse de la chaîne de valeur dans un contexte de développement durable. Finalement, les dixième et onzième contributions proposent une approche holistique pour le traitement des avions en FdV en intégrant les concepts du « lean », du développement durable et des contraintes et opportunités inhérentes à la mondialisation des affaires. Un modèle d’optimisation intégrant les modèles d’affaires, les stratégies de désassemblage et les structures du réseau qui influencent l’efficacité, la stabilité et l’agilité du réseau de récupération est proposé. Les données requises pour exploiter le modèle sont indiquées dans l’article. Mots-clés: Fin de vie des avions, analyse de la chaîne de valeurs, développement durable, intervenants.The number of aircrafts at the end of life (EOL) is continuously increasing. Dealing with retired aircrafts considering the environmental, social and economic impacts is becoming an emerging problem in the aviation industry in near future. This thesis seeks to develop a holistic approach in order to analyze the value chain of EOL aircraft treatment in the context of sustainable development. The performed researches have led to eleven main contributions. In the first contribution, the complexity and diversity of the EOL aircraft recycling including the challenges and problem context are discussed. The second contribution addresses the challenges for estimation of retired aircrafts and proposes an integrated approach for prediction of EOL aircrafts. The third and fourth contributions aim to identify the players involved in EOL recycling context, values perceived by different shareholders and formulate that how such value can affect design decisions. Design stage consideration and manufacture’s issues are discussed and have led to four main contributions. The fifth contribution addresses the opportunities and challenges of applying green supply chain for aircraft manufacturers. In the sixth contribution, a decision tool is developed to aid manufactures in early stage of design for their green strategy choices. In the seventh contribution, a mathematical model is developed in order to analyze the strategic choice of manufacturers in response to EOL directives as the result of the interaction of competitors in the market. An internship project has been also performed in Bombardier and led to the eighth contribution, which addresses life cycle approach and incorporating the sustainability in early stage of design of aircraft. The ninth contribution introduces a methodology for analyzing the value chain in the context of sustainable development. Finally, the tenth and eleventh contributions propose a holistic approach to EOL aircraft treatment considering lean principals, sustainable development, and global business environment. An optimization model is developed to support decision making in both strategic and managerial level. The analytical approaches, decision tools and step by step guidelines proposed in this thesis will aid decision makers to identify appropriate strategies for the EOL aircraft treatment in the sustainable development context. Keywords: End of life aircraft, value chain analysis, sustainable development, stakeholders

A study of subsidiaries views of information systems strategic planning in multinational organisations

This research examines information systems strategic planning (ISSP) in multinationals from the perspective of the subsidiaries. The research was carried out through interviews with the IT and business managers in subsidiaries of nine large American, European, and Japanese multinationals. The evidence from this study reveals that, in the majority of these organisations, IS planning is either centralised or moving towards centralisation. The main focus of IS planning, in many of these organisations, is to control cost and achieve scale economies. As centralisation increases IT tends to control the planning process and, as a result, IS planning becomes more tactical than strategic and is dominated by IT infrastructure planning. Project implementation was the main criterion used to measure IS planning success. However, due to the dominant role of IT, the subsidiary business managers are often less satisfied with the IS planning approach compared with the subsidiary IT managers. The level of involvement of business managers and their satisfaction with ISSP was related to the degree of decentralisation of responsibility for IS planning