DESIGN AND DELIVERY OF ELECTRONIC SERVICES: IMPLICATIONS FOR CUSTOMER VALUE IN ELECTRONIC FOOD RETAILING

Electronic food retailers can satisfy their customers more effectively if they understand how this particular market works. As in other service segments, the emergence of electronic business-to-customer services in the retail food industry poses questions for managers about the design of new food retailing services and the redesign of existing services for delivery through electronic channels. Important topics include characteristics of electronic service offerings, the typical operational configurations used to deliver electronic services, and the ways in which they relate to the effectiveness of electronic service delivery. We address this issue by developing a product-process matrix for understanding and analyzing electronic retailing services in general. We tailor the matrix to food retailing in particular. The product-process matrix allows electronic food retailers to determine in advance what features they need in a web site to serve their chosen market effectively.Consumer/Household Economics, Marketing, Research and Development/Tech Change/Emerging Technologies,

SERVICE-PROCESS CONFIGURATIONS IN ELECTRONIC RETAILING: A TAXONOMIC ANALYSIS OF ELECTRONIC FOOD RETAILERS

Service-processes of electronic retailers are founded on electronic technologies that provide flexibility to sense and respond online to the dynamic and complex needs of customers. In this paper, we develop a taxonomy of service-processes in electronic retailing and demonstrate their linkage to customer satisfaction and customer loyalty. The taxonomy is grounded in a conceptual classification scheme that differentiates service-process stages on a continuum of flexibility. Using data on electronic service-processes collected from 255 electronic food retailers, we identified eight configurations for the taxonomy. We also collected and analyzed publicly reported customer satisfaction survey data that were available for 52 electronic food retailers in the study sample. The results of this analysis indicate positive and significant correlation of the ordering of the taxonomy configurations with (i) customer satisfaction with product information, product selection, web site aesthetics, web site navigation, customer support, and ease of return, and (ii) customer loyalty. Taken together, the results of our empirical analyses demonstrate that the taxonomy captures information and variety within and across the electronic service-process configurations in ways that can be related to customer satisfaction and customer loyalty.Marketing, Research and Development/Tech Change/Emerging Technologies,

Incorporating the Dual Customer Roles in e-Service Design

E-service involves the delivery of useful services through information technology based service delivery channels such as the Internet. A distinguishing feature of e-service is the active and significant participation of customers in the service co-production process. With increasing customer participation in the e-service co-production process, it is important to incorporate customers’ needs both as a co-producer and as a patron into the design of e-service systems. However, these dual customer roles create a complex decision problem during e-service design. In the current paper we present a customer orientation strategy for e-service design, and propose a corresponding two-stage decision model based upon the customer orientation strategy to evaluate the efficiency and effectiveness of e-service design when the focus of the design is to meet customers’ needs as both co-producers and patrons. The decision model is then applied in an empirical study of the design of e-services of Internet food retailers. Key Words: Service Operations, E-Service, Co-production, Efficiency Analysis, Data Envelopment Analysis

Artificial Intelligence and Machine Learning in Cybersecurity: Applications, Challenges, and Opportunities for MIS Academics

The availability of massive amounts of data, fast computers, and superior machine learning (ML) algorithms has spurred interest in artificial intelligence (AI). It is no surprise, then, that we observe an increase in the application of AI in cybersecurity. Our survey of AI applications in cybersecurity shows most of the present applications are in the areas of malware identification and classification, intrusion detection, and cybercrime prevention. We should, however, be aware that AI-enabled cybersecurity is not without its drawbacks. Challenges to AI solutions include a shortage of good quality data to train machine learning models, the potential for exploits via adversarial AI/ML, and limited human expertise in AI. However, the rewards in terms of increased accuracy of cyberattack predictions, faster response to cyberattacks, and improved cybersecurity make it worthwhile to overcome these challenges. We present a summary of the current research on the application of AI and ML to improve cybersecurity, challenges that need to be overcome, and research opportunities for academics in management information systems

Antecedents and Consequences of New Product Development Practices and Software Tools: An Exploratory Study

Many development practices and software tools enable new product development (NPD), yet few empirical studies shed light on the project characteristics and project contexts driving their use. Using a cross-sectional sample of NPD projects, this study examines how project characteristics and availability of information technology (IT) infrastructure relate to the use of NPD practices and software tools. We also examine how the extent of their use is associated with NPD project performance. The results indicate that different project characteristics influence the use of NPD practices and software tools, with project complexity associated with software tool use, but project uncertainty associated with NPD practice use. Also, customer facing IT infrastructure is associated with the use of NPD practices, while manufacturing plant IT infrastructure is associated with the use of design/validation software tools. Moreover, use of NPD practices has a positive association with all project-level performance metrics examined in this study, and as a result, a greater impact on overall market success. In comparison, the performance impacts of software tools appear relatively limited, with only design/validation software tools exhibiting a strong positive association with product performance quality and a weak positive association with time-to-market and responsiveness. Communication/teamwork software tools exhibit no such impact

Experiential Learning in a Management Information Systems Course: Simulating IT Consulting and CRM System Procurement

Educating management students in technology-based disciplines can be enhanced through experiential team projects simulating the activities employees perform in actual technology jobs. This paper describes an experiential team project the authors use in the Management Information Systems course at Boston College. The project was developed jointly by Boston College faculty and consultants from the Boston office of a major consulting firm. The project involves student teams playing the roles of IT consultants who must compete against one another to win a consulting engagement at an imaginary company. The company\u27s business situation is communicated to students through a case study written in the format of a Request For Proposal (RFP) informing information technology (IT) vendors that the company is interested in procuring a Customer Relationship Management (CRM) system. Each student team develops a consulting proposal responding to the RFP and presents the proposal to company managers. The activities involved in identifying the company\u27s business needs, developing a proposal, and determining which team wins the contract are simulated through phone calls and live meetings with company managers, who are role-played by consulting firm employees. These real-life business interactions expose students to the ever changing nature of IT, motivate them to improve their technical understanding, and challenge them to improve their communication skills through written deliverables and live business presentations. Student buy-in and response to the project is strong and immediate since they find themselves challenged by complex, relevant business issues

Heart failure with preserved ejection fraction according to the HFA-PEFF score in COVID-19 patients: clinical correlates and echocardiographic findings

Aims: Viral-induced cardiac inflammation can induce heart failure with preserved ejection fraction (HFpEF)-like syndromes. COVID-19 can lead to myocardial damage and vascular injury. We hypothesised that COVID-19 patients frequently develop a HFpEF-like syndrome, and designed this study to explore this. Methods and results: Cardiac function was assessed in 64 consecutive, hospitalized, and clinically stable COVID-19 patients from April-November 2020 with left ventricular ejection fraction (LVEF) ≥50% (age 56 ± 19 years, females: 31%, severe COVID-19 disease: 69%). To investigate likelihood of HFpEF presence, we used the HFA-PEFF score. A low (0-1 points), intermediate (2-4 points), and high (5-6 points) HFA-PEFF score was observed in 42%, 33%, and 25% of patients, respectively. In comparison, 64 subjects of similar age, sex, and comorbidity status without COVID-19 showed these scores in 30%, 66%, and 4%, respectively (between groups: P = 0.0002). High HFA-PEFF scores were more frequent in COVID-19 patients than controls (25% vs. 4%, P = 0.001). In COVID-19 patients, the HFA-PEFF score significantly correlated with age, estimated glomerular filtration rate, high-sensitivity troponin T (hsTnT), haemoglobin, QTc interval, LVEF, mitral E/A ratio, and H2 FPEF score (all P < 0.05). In multivariate, ordinal regression analyses, higher age and hsTnT were significant predictors of increased HFA-PEFF scores. Patients with myocardial injury (hsTnT ≥14 ng/L: 31%) vs. patients without myocardial injury, showed higher HFA-PEFF scores [median 5 (interquartile range 3-6) vs. 1 (0-3), P < 0.001] and more often showed left ventricular diastolic dysfunction (75% vs. 27%, P < 0.001). Conclusion: Hospitalized COVID-19 patients frequently show high likelihood of presence of HFpEF that is associated with cardiac structural and functional alterations, and myocardial injury. Detailed cardiac assessments including echocardiographic determination of left ventricular diastolic function and biomarkers should become routine in the care of hospitalized COVID-19 patients

Regional Environmental Breadth Predicts Geographic Range and Longevity in Fossil Marine Genera

Geographic range is a good indicator of extinction susceptibility in fossil marine species and higher taxa. The widely-recognized positive correlation between geographic range and taxonomic duration is typically attributed to either accumulating geographic range with age or an extinction buffering effect, whereby cosmopolitan taxa persist longer because they are reintroduced by dispersal from remote source populations after local extinction. The former hypothesis predicts that all taxa within a region should have equal probabilities of extinction regardless of global distributions while the latter predicts that cosmopolitan genera will have greater survivorship within a region than endemics within the same region. Here we test the assumption that all taxa within a region have equal likelihoods of extinction.We use North American and European occurrences of marine genera from the Paleobiology Database and the areal extent of marine sedimentary cover in North America to show that endemic and cosmopolitan fossil marine genera have significantly different range-duration relationships and that broad geographic range and longevity are both predicted by regional environmental breadth. Specifically, genera that occur outside of the focal region are significantly longer lived and have larger geographic ranges and environmental breadths within the focal region than do their endemic counterparts, even after controlling for differences in sampling intensity. Analyses of the number of paleoenvironmental zones occupied by endemic and cosmopolitan genera suggest that the number of paleoenvironmental zones occupied is a key factor of geographic range that promotes genus survivorship.Wide environmental tolerances within a single region predict both broad geographic range and increased longevity in marine genera over evolutionary time. This result provides a specific driving mechanism for the spatial and temporal distributions of marine genera at regional and global scales and is consistent with the niche-breadth hypothesis operating on macroevolutionary timescales

Performance of the multiband imaging photometer for SIRTF

We describe the test approaches and results for the Multiband Imaging Photometer for SIRTF. To verify the performance within a `faster, better, cheaper' budget required innovations in the test plan, such as heavy reliance on measurements with optical photons to determine instrument alignment, and use of an integrating sphere rather than a telescope to feed the completed instrument at its operating temperature. The tests of the completed instrument were conducted in a cryostat of unique design that allowed us to achieve the ultra-low background levels the instrument will encounter in space. We controlled the instrument through simulators of the mission operations control system and the SIRTF spacecraft electronics, and used cabling virtually identical to that which will be used in SIRTF. This realistic environment led to confidence in the ultimate operability of the instrument. The test philosophy allowed complete verification of the instrument performance and showed it to be similar to pre-integration predictions and to meet the instrument requirements

The state of the Martian climate

60°N was +2.0°C, relative to the 1981–2010 average value (Fig. 5.1). This marks a new high for the record. The average annual surface air temperature (SAT) anomaly for 2016 for land stations north of starting in 1900, and is a significant increase over the previous highest value of +1.2°C, which was observed in 2007, 2011, and 2015. Average global annual temperatures also showed record values in 2015 and 2016. Currently, the Arctic is warming at more than twice the rate of lower latitudes