Resolving the Service Recovery Paradox

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Ryan Jeffery Walker and Dr. Kristie Seawright Introduction Unlike manufacturing, zero defects are impossible to achieve in service management due to varying expectations of interpersonal communication and/or customer contact. Recognizing that service failures will occur, effective service managers design recovery elements into their service delivery system. Service recovery is the set of activities designed to […]

Regional Industry Strategic Study: Residential Masonry in Northeastern Ohio

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Robert James Squire and Dr. Nile W. Hatch, Organizational Leadership & Strategy Strategic analysis is a useful tool in determining the economic prospects of an industry. Strategy can be particularly useful in understanding the dynamics of changing industries. Struggling industries should benefit from an understanding of their strategic environment. The residential masonry industry in Northeastern […]

SAB 101 and the Quality of Earnings

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Kevin Rasmussen and Dr. Theodore Christensen, SOAIS On December 3, 1999 the Securities and Exchange Commission (SEC) issued an important accounting regulation, Staff Accounting Bulletin 101 (SAB 101), in response to concerns that many publicly traded companies were recognizing revenues inappropriately. Prior to the release of SAB 101 many investors and Wall Street analysts suspected […]

Motivating Content Contributions to Online Communities: Towards a More Comprehensive Theory

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David Olsen and Dr. Conan Albrecht, School of Accountancy and Information Systems Administrators of online groups face challenges in making their information attractive to users. Large groups with a lot of information must attract new users while retaining current users. Because users of large groups can get overwhelmed by the volume of information available, they […]

The Sarbanes-Oxley Act of 2002: Impact on Auditor Switching and Quality of Audit Effort

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Shannon Detling and Dr. F. Greg Burton, School of Accountancy In the early 21st century, public confidence in corporate America faltered considerably following the demise of Enron, Inc., Arthur Andersen, LLP and other businesses. The United States government responded to the outbreak of corporate scandals with several legislative actions. The main thrust of legislative effort […]

The Effect of Color Contrast on Consumer Trust in an E-Commerce Setting

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Taylor Wells and Dr. Paul Benjamin Lowry, Information Systems As e-business is becoming an increasingly important part of the world economy, businesses are looking for methods and strategies to increase visitation to their websites and more importantly positively affect purchase intentions. One strategy for increasing purchase intention that has been found effective is to increase […]

Variable Interest Entity Disclosure A look at Financial Firms and the Disclosure of VIE’s

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Brandon Seiter and Dr. Kay Stice, School of Accountancy and Information Systems In 2002 the FASB, which sets all accounting standards for US publicly traded companies, met with its international counterpart the IASB in what is know as the Norwalk Agreement. The two organizations released a joint statement announcing their intentions to create a project […]

How Background and Text Colors Affect Consumers Perceptions of Trust in an eCommerce Environment

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Greg Moody and Dr. Paul Benjamin Lowry, Information Systems Department Abstract: As e-business grows, it becomes imperative that businesses create usable, aesthetically pleasing websites to increase user satisfaction and transactions. Several disciplines have researched the effects of color on people, but only limited research has examined the effects of color use in websites. This paper […]

Entrepreneurship in the Informal Economy: A Case Study in Vietnam

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Quan Mai and Dr. Kristie Seawright, Marriott School of Management Introduction In the global economy, there are dynamic forces that frame the business environment. In both developed and developing countries, one of these forces is the growing number of entrepreneurs whose internal motivation drives them to seek for new opportunities to overcome their current economic […]

Service Recovery Expectations in Unstable Economies

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Charlotte L. Hoopes and Dr. Kristie Seawright, Romney Institute of Public Management Despite the efforts and precautions a company may take to avoid errors or breakdowns during service delivery, failures are, at one time or another, bound to occur. Still, as unavoidable as service failures appear, organizations cannot afford to ignore the significant costs that […]