Towards an actionable and pragmatic view of impact

Our research should consider research pathways that lead to actionable impact on practice. Such research would require a broader and pragmatic view of impact. DSR and CIMO methods provide an opportunity for doing this. The challenge is that it requires a longer-term view of impact; actionable impact may only be achieved and evaluated after a considerable period of time

Operational implications of manufacturing outsourcing for subcontractor plants: An empirical investigation

Purpose – The objectives of this paper are: to identify the key defining elements of a subcontractor plant from an operations management perspective and examine whether there are differences between the operational contexts of such plants and original equipment manufacturer (OEM) plants; and to examine whether these differences should translate into different operational practices, addressing the specific case of process quality management practices. Design/methodology/approach – The paper uses a multiple case study involving five plants in the electronics industry representative of the OEM and different subcontractor contexts. Findings – Results suggest that the operational contexts of subcontractor and OEM plants are different and that, as a result, these types of plants should emphasize different sets of process quality management practices. Research limitations/implications – Results are considered to be generalizable to most discrete goods industries. However, future research should ascertain whether these results replicate in industries other than electronics. Practical implications – OEMs, who have a critical role in disseminating best practice within the supply chain, must recognize the differences between OEM and subcontractor environments and avoid pushing one-size-fits-all best practice programs along the chain. Originality/value – Research in outsourcing to date has focused on the outsourcing decision per se and has mainly taken the perspective of the outsourcer firm. This study contributes to a better understanding of the operational implications of outsourcing decisions for subcontractor plants. It also responds to calls for more research linking quality management and supply chain management

Simultaneous Measurement of Middle-Ear Input Impedance and Forward/Reverse Transmission in Cat

Reported here is a technique for measuring forward and reverse middle-ear transmission that exploits distortion-product otoacoustic emissions (DPOAEs) to drive the middle ear in reverse without opening the inner ear. The technique allows measurement of DPOAEs, middle-ear input impedance, and forward and reverse middle-ear transfer functions in the same animal. Intermodulation distortion in the cochlea generates a DPOAE at frequency 2f1-f 2 measurable in both ear-canal pressure and the velocity of the stapes. The forward transfer function is computed from stapes velocities and corresponding ear-canal pressures measured at the two primary frequencies; the reverse transfer function is computed from velocity and pressure measurements at the DPOAE frequency. Middle-ear input impedance is computed from ear-canal pressure measurements and the measured Thévenin equivalent of the sound-delivery system. The technique was applied to measure middle-ear characteristics in anesthetized cats with widely opened middle-ear cavities (0.2-10 kHz). Stapes velocity was measured at the incudo-stapedial joint. Results on five animals are reported and compared with a published middle-ear model. The measured forward transfer functions and input impedances generally agree with previous measurements, and all measurements agree qualitatively with model predictions. The reverse transfer function is shown to depend on the acoustic load in the ear canal, and the measurements are used to compute the round-trip middle-ear gain and delay. Finally, the measurements are used to estimate the parameters of a two-port transfer-matrix description of the cat middle ear

Communicating Validity Information to Differentially Experienced Audiences: The Effects of Numeracy and Nontraditional Metrics

One of the biggest challenges facing organizational researchers is convincing practitioners to adopt evidence-based personnel selection practices such as the structured interview. In this study, we examined the effects of nontraditional validity metrics and numeracy by presenting validity information about the structured interview to audiences with differing amounts of interview experience (students, working adults, and hiring managers). The results indicated that nontraditional metrics were associated with higher understanding, more positive attitudes, and greater perceptions of the usefulness of the structured interview. These effects were constant across differing levels of numeracy. Additionally, the results revealed that nontraditional metrics result in more positive perceptions because they facilitate greater understanding. Nontraditional metrics were, however, less effective when audiences had interview experience. These results can be leveraged by practitioners and researchers who are interested in more effectively communicating validity information about the structured interview

Ramp-up and ramp-down dynamics in digital services

Volume ramp ups are notoriously difficult in digital services, where market pressures can lead to ramping up too soon and too rapidly which in turn can lead to the need to ramp down. This paper addresses the challenge of taking innovation to scale in an established firm by enhancing our understanding of the nature of service ramp ups and ramp downs. Digital service ramp ups differ substantially from production ramp ups as the speed is much greater, and problems are visible to customers. However there are similarities between service ramp downs and product recalls and an important contribution is exploring the nature of ramp downs their processes and possible causes. Using an engaged research approach, longitudinal data from three consecutive ramp ups in a European telecom operator were collected. Through analyses of cases, qualitative and quantitative case data, and using a system dynamics model, we identified a set of issues that affect service ramp ups and ramp downs. These include the need to ramp up the service supply chain, biases leading to unrealistic assumptions about scalability and problem‐solving, decision biases in various functions, launching digital services in beta form, a lack of transparency of capacity and lack of learning from previous ramp ups. We show that if these problems are not addressed or resolution is delayed, this can lead to cycles of delay, backlogs and productivity problems and the inevitability of a ramp down. We explore reasons and importance for such delays that lead to service ramp downs

Service modularity and architecture – an overview and research agenda

Purpose Services are highly important in a world economy which has increasingly become service driven. There is a growing need to better understand the possibilities for, and requirements of, designing modular service architectures. The purpose of this paper is to elaborate on the roots of the emerging research stream on service modularity, provide a concise overview of existing work on the subject, and outline an agenda for future research on service modularity and architecture. The articles in the special issue offer four diverse sets of research on service modularity and architecture. Design/methodology/approach The paper is built on a literature review mapping the current body of literature on the topic and developing future research directions in service modularity and architecture. Findings The growing focus on services has triggered needs to investigate the suitability and implementation of physical-product-focused modularity principles and theories in service contexts, and to search for principles/theories that enhance services. The expanding research stream has explored various aspects of service modularity in empirical contexts. Future research should focus on service-specific modularity theories and principles, platform-based and mass-customized service business models, comparative research designs, customer perspectives and service experience, performance in context of modular services, empirical evidence of benefits and challenges, architectural innovation in services, modularization in multi-provider contexts, and modularity in hybrid offerings combining service and tangible product modules. Originality/value Nine areas are recommended for further research on service modularity and architecture. The introductory piece also discusses the roots of service modularity and provides an overview of current contributions

Reflections on context in service research

Purpose: To examine the nature of context and its implications for theory and research in service. Approach: This is a conceptual paper based on exploring existing research and theory related to context in service research. Findings: The characteristics of service make context both important and challenging, there is great contextual diversity in service research as reflected for example in ecosystems made up of multiple contextual variables. There is a need to identify the context specific nature of middle range theory and the contextual logic of general theory. We explore the challenges of context for service theory and how we might learn from theory in a particular context and test or adapt it in other contexts. Value: The findings of this paper are of value to researchers seeking to develop and justify theory in service research, (general, middle range or theory in use)

Measuring Quality, Cost, and Value of IT Services

Longer version published at 2001 55th Annual Quality Congress, American Society for Quality, Charlotte, NC.Support for all users of computer hardware, software, and networks is crucial for full realization of the value that these digital intelligence amplifiers can offer a scholarly community. Bloated applications, opaque user manuals, infelicitous interactions among peripherals and the computers and networks to which they are attached, and short mean time-to-failure for some pieces of hardware provide challenges for even the most experienced users. Thus even in the beginning of the 21st Century, when it is asserted the technology has “matured,” the value that can be derived from use of IT services is directly proportional to the level of effective IT support that can be provided for the customers of these services. The focus of this narrative is how one maintains and continually improves the quality of that support

Service research priorities in a rapidly changing context

The context in which service is delivered and experienced has, in many respects, fundamentally changed. For instance, advances in technology, especially information technology, are leading to a proliferation of revolutionary services and changing how customers serve themselves before, during, and after purchase. To understand this changing landscape, the authors engaged in an international and interdisciplinary research effort to identify research priorities that have the potential to advance the service field and benefit customers, organizations, and society. The priority-setting process was informed by roundtable discussions with researchers affiliated with service research centers and networks located around the world and resulted in the following 12 service research priorities: • stimulating service innovation, • facilitating servitization, service infusion, and solutions, • understanding organization and employee issues relevant to successful service, • developing service networks and systems, • leveraging service design, • using big data to advance service, • understanding value creation, • enhancing the service experience, • improving well-being through transformative service, • measuring and optimizing service performance and impact, • understanding service in a global context, and • leveraging technology to advance service. For each priority, the authors identified important specific service topics and related research questions. Then, through an online survey, service researchers assessed the subtopics’ perceived importance and the service field’s extant knowledge about them. Although all the priorities and related topics were deemed important, the results show that topics related to transformative service and measuring and optimizing service performance are particularly important for advancing the service field along with big data, which had the largest gap between importance and current knowledge of the field. The authors present key challenges that should be addressed to move the field forward and conclude with a discussion of the need for additional interdisciplinary research

Acoustic Mechanisms that Determine the Ear-Canal Sound Pressures Generated by Earphones

In clinical measurements of hearing sensitivity, a given earphone is assumed to produce essentially the same sound-pressure level in all ears. However, recent measurements [Voss et al., Ear and Hearing (in press)] show that with some middle-ear pathologies, ear-canal sound pressures can deviate by as much as 35 dB from the normal-ear value; the deviations depend on the earphone, the middle-ear pathology, and frequency. These pressure variations cause errors in the results of hearing tests. Models developed here identify acoustic mechanisms that cause pressure variations in certain pathological conditions. The models combine measurement-based Thevenin equivalents for insert and supra-aural earphones with lumped-element models for both the normal ear and ears with pathologies that alter the ear\u27s impedance (mastoid bowl, tympanostomy tube, tympanic-membrane perforation, and a \u27high- impedance\u27 ear). Comparison of the earphones\u27 Thevenin impedances to the ear\u27s input impedance with these middle-ear conditions shows that neither class of earphone acts as an ideal pressure source; with some middle-ear pathologies, the ear\u27s input impedance deviates substantially from normal and thereby causes abnormal ear-canal pressure levels. In general, for the three conditions that make the ear\u27s impedance magnitude lower than normal, the model predicts a reduced ear-canal pressure (as much as 35 dB), with a greater pressure reduction with an insert earphone than with a supra-aural earphone. In contrast, the model predicts that ear-canal pressure levels increase only a few dB when the ear has an increased impedance magnitude; the compliance of the air-space between the tympanic membrane and the earphone determines an upper limit on the effect of the middle-ear\u27s impedance increase. Acoustic leaks at the earphone-to-ear connection can also cause uncontrolled pressure variations during hearing tests. From measurements at the supra-aural earphone-to-ear connection, we conclude that it is unusual for the connection between the earphone cushion and the pinna to seal effectively for frequencies below 250 Hz. The models developed here explain the measured pressure variations with several pathologic ears. Understanding these mechanisms should inform the design of more accurate audiometric systems which might include a microphone that monitors the ear-canal pressure and corrects deviations from normal