new english words

Dedicated to
the memory of my father,
Peter Henry Jeffers,
From whom I learned the virtue perseverance,
And to my mother
Millicent Hildred Jeffers,
Who taught me love.

	---------acknowledgment
	金软件king山
	n.
	承认,承认书,感谢 Sincere thanks to my adviser, Waleed A. Muhanna, for his knowledgeable guidance and support through this tremendously challenging project. I also wish to thank, Barrie Nault, Martha Cooper, Kay Nelson and other committee members for giving me of their time and support. I am grateful to the Center for Information Technology Management (CITM), at The Ohio State University and the Director, Kay Nelson, for assistance in covering the cost of this research survey. I am extremely grateful to Bernard La Londe, professor emeritus and Director of the Supply Chain Management Research Center at the Ohio State University, for contributing freely of his time and insightful knowledge of the 3PL industry, in developing my survey instrument. I am deeply indebted to my wife, Christiana, who has given me her unwavering support throughout. -----------VITA=resume November 8, 1954…..Born: Port-of-Spain, Republic of Trinidad & Tobago 1977………………...B.S. Economics, University of the West Indies, Republic of Trinidad & Tobago 1983………………...M.S. Transportation Planning and Engineering, Polytechnic University of New York 1993…………………M.B.A. Computer Information Systems, Baruch College, City University of New York 1998 – present………Graduate Teaching and Research Associate, The Ohio State University FIELD OF STUDY Major Field: Accounting and Management Information Systems Specializing in Management Information Systems --------TABLE OF CONTENTS Page Dedication...........................................................................................................................iii Acknowledgments................................................................................................................v Vita......................................................................................................................................v i List of Tables......................................................................................................................ix List of Figures......................................................................................................................x Chapters 1. Background and introduction..................................................................................1 1.1 Research question..................................................................................5 1.2 Overview of related IT research…........................................................8 1.3 Contribution of research......................................................................11 2. IT, customer service and firm performance: literature review..............................14 2.1 The role of information in modern organizations...........................................15 2.2 Strategic significance of customer service......................................................18 2.2.1 Definition of Customer Service......................................................20 2.3 Customer Satisfaction and firm performance..................................................22 2.3.1 Customer loyalty, retention and firm value.....................................23 3. Theoretical framework and hypotheses...............................................................28 3.1 Human resources IT complementarities.........................................................31 3.2 Business process IT complementarities..........................................................34 3.3 Managerial IT capability................................................................................37 3.4 Research hypotheses......................................................................................39 LIST OF TABLES Table                                                                                                  Page 4.1 Summary of variables and measurement scales....................................... 58 4.2 PL survey response data description.........................................................60 5.1 Rotated factor pattern for dependent variables..........................................66 5.2 Rotated factor pattern for independent variables.......................................66 5.3 Rotated factor patterns for 3PL customer service performance model....................................................................................67 5.4 Summary of items included in models after principal component analysis...................................................................68 5.5 Correlation table of variables of models 1 & 2 (MINITAB 13 Output)...........................................................................69 5.6 Summary of ANOVA results – replication of Powell approach: depend variable is customer service performance(CSP)............................70 5.7 Summary of ANOVA results – Four main-effect variables: dependent variable is customer service performance (CSP).....................71 5.8 Summary of ANOVA results – interaction of IT and non-IT resources, dependent variable is customer-service performance CSP).....................76 5.9 Summary statistics of model ANOVA runs.............................................77 6.1 Summary of findings by hypothesis..........................................................80 LIST OF FIGURES Figures                                                                                                      Page 1.1 Research model of firm performance.....................................................................7 5.1 Predictive model of customer service performance (CSP)....................................62

转载于:https://www.cnblogs.com/runfeng/archive/2005/05/25/161974.html