The Experts below are selected from a list of 258 Experts worldwide ranked by ideXlab platform
Sameer Hasija - One of the best experts on this subject based on the ideXlab platform.
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joint Product Improvement by client and customer support center the role of gain share contracts in coordination
Information Systems Research, 2014Co-Authors: Shantanu Bhattacharya, Alok Gupta, Sameer HasijaAbstract:We study the role of different contract types in coordinating the joint Product Improvement effort of a client and a customer support center. The customer support center's costly efforts at joint Product Improvement include transcribing and analyzing customer feedback, analyzing market trends, and investing in Product design. Yet this cooperative role must be adequately incentivized by the client, since it could lead to fewer service requests and hence lower revenues for the customer support center. We model this problem as a sequential game with double-sided moral hazard in a principal-agent framework in which the client is the principal. We follow the contracting literature in modeling the effort of the customer support center, which is the first mover, as either unobservable or observable; in either case, the efforts are unverifiable and so cannot be contracted on directly. We show that it is optimal for the client to offer the customer support center a linear gain-share contract when efforts are unobservable, even though it can yield only the second-best solution for the client. We also show that the cost-plus contracts widely used in practice do not obtain the optimal solution. However, we demonstrate that if efforts are observable then a gain-share and cost-plus options-based contract is optimal and will also yield the first-best solution. Our research provides a systematic theoretical framework that accounts for the prevalence of gain-share contracts in the IT industry's joint Improvement efforts, and it provides guiding principles for understanding the increased role for customer support centers in Product Improvement.
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joint Product Improvement by client and customer support center the role of gain share contracts in coordination
2011Co-Authors: Shantanu Bhattacharya, Alok Gupta, Sameer HasijaAbstract:We study the role of different contract types in coordinating the joint Product Improvement effort of a client and a customer support center. The customer support center's costly efforts include transcribing and analyzing customer feedback, analyzing market trends, and investing in Product design. Yet this cooperative role must be adequately incentivized by the client, since it could lead to fewer service requests and hence lower revenues for the customer support center. We model this problem as a sequential game with double-sided moral hazard in a principal-agent framework (in which the client is the principal). We follow the contracting literature in modeling the effort of the customer support center, which is the first mover, as either unobservable or observable; in either case, the efforts are unverifiable and so cannot be contracted on directly. We show that it is optimal for the client to o er the customer support center a gain-share contract when efforts are unobservable, even though it can yield only the second-best solution for the client. We also show that the cost-plus contracts widely used in practice do not obtain the optimal solution. However, we demonstrate that if efforts are observable then a gain-share and cost-plus options based contract is optimal and will also yield the first-best solution. Our research provides a systematic theoretical framework that accounts for the prevalence of gain-share contracts in the IT industry's joint Improvement efforts, and it provides guiding principles for understanding the increased role for customer support centers in Product Improvement.
Noushin Ashrafi - One of the best experts on this subject based on the ideXlab platform.
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software process and Product Improvement an empirical assessment
Information & Software Technology, 2000Co-Authors: Jeanpierre Kuilboer, Noushin AshrafiAbstract:Abstract Despite all the attention that software process Improvement (SPI) practices have received, there is no solid evidence of how extensively they are used across organizations, and their impact on quality, cost, and on-time delivery. The findings of previous studies are based on case studies, often assessing the effectiveness of a particular methodology in a large company. In our attempt to obtain a broader insight into the software process Improvement practices, we conducted a survey targeted at software developers in New England. We collected 67 responses and used descriptive statistics to analyze the survey results. In addition, we examined the impact of SPI methodologies on quality factors and compared the impact to the importance of quality factors for software developers. The Spearman correlation coefficient was used to determine the degree of correlation between the two.
Shantanu Bhattacharya - One of the best experts on this subject based on the ideXlab platform.
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joint Product Improvement by client and customer support center the role of gain share contracts in coordination
Information Systems Research, 2014Co-Authors: Shantanu Bhattacharya, Alok Gupta, Sameer HasijaAbstract:We study the role of different contract types in coordinating the joint Product Improvement effort of a client and a customer support center. The customer support center's costly efforts at joint Product Improvement include transcribing and analyzing customer feedback, analyzing market trends, and investing in Product design. Yet this cooperative role must be adequately incentivized by the client, since it could lead to fewer service requests and hence lower revenues for the customer support center. We model this problem as a sequential game with double-sided moral hazard in a principal-agent framework in which the client is the principal. We follow the contracting literature in modeling the effort of the customer support center, which is the first mover, as either unobservable or observable; in either case, the efforts are unverifiable and so cannot be contracted on directly. We show that it is optimal for the client to offer the customer support center a linear gain-share contract when efforts are unobservable, even though it can yield only the second-best solution for the client. We also show that the cost-plus contracts widely used in practice do not obtain the optimal solution. However, we demonstrate that if efforts are observable then a gain-share and cost-plus options-based contract is optimal and will also yield the first-best solution. Our research provides a systematic theoretical framework that accounts for the prevalence of gain-share contracts in the IT industry's joint Improvement efforts, and it provides guiding principles for understanding the increased role for customer support centers in Product Improvement.
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joint Product Improvement by client and customer support center the role of gain share contracts in coordination
2011Co-Authors: Shantanu Bhattacharya, Alok Gupta, Sameer HasijaAbstract:We study the role of different contract types in coordinating the joint Product Improvement effort of a client and a customer support center. The customer support center's costly efforts include transcribing and analyzing customer feedback, analyzing market trends, and investing in Product design. Yet this cooperative role must be adequately incentivized by the client, since it could lead to fewer service requests and hence lower revenues for the customer support center. We model this problem as a sequential game with double-sided moral hazard in a principal-agent framework (in which the client is the principal). We follow the contracting literature in modeling the effort of the customer support center, which is the first mover, as either unobservable or observable; in either case, the efforts are unverifiable and so cannot be contracted on directly. We show that it is optimal for the client to o er the customer support center a gain-share contract when efforts are unobservable, even though it can yield only the second-best solution for the client. We also show that the cost-plus contracts widely used in practice do not obtain the optimal solution. However, we demonstrate that if efforts are observable then a gain-share and cost-plus options based contract is optimal and will also yield the first-best solution. Our research provides a systematic theoretical framework that accounts for the prevalence of gain-share contracts in the IT industry's joint Improvement efforts, and it provides guiding principles for understanding the increased role for customer support centers in Product Improvement.
Evrim Dener - One of the best experts on this subject based on the ideXlab platform.
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Quality uncertainty and time inconsistency in a durable good market
Journal of Economics, 2011Co-Authors: Evrim DenerAbstract:In a durable good monopoly where consumers cannot observe quality prior to purchase and Product Improvement occurs exogenously over time, I show that uncertainty in quality may resolve the time inconsistency problem (even for low levels of Product Improvement). Higher dispersion in quality creates greater demand for future Product by increasing the incentive of buyers with inferior quality realizations to repeat purchase and this, in turn, reduces the incentive of the seller to cut future price. For various levels of Product Improvement, I characterize the range of quality uncertainty for which the market equilibrium is identical to one where the monopolist can credibly precommit to future prices. I also show that the presence of quality uncertainty can lead to no trading in the primary good market. Further, in contrast to the literature on the Coase conjecture, inability to precommit to future prices can reduce social welfare as a result of the market closure.
Jeanpierre Kuilboer - One of the best experts on this subject based on the ideXlab platform.
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software process and Product Improvement an empirical assessment
Information & Software Technology, 2000Co-Authors: Jeanpierre Kuilboer, Noushin AshrafiAbstract:Abstract Despite all the attention that software process Improvement (SPI) practices have received, there is no solid evidence of how extensively they are used across organizations, and their impact on quality, cost, and on-time delivery. The findings of previous studies are based on case studies, often assessing the effectiveness of a particular methodology in a large company. In our attempt to obtain a broader insight into the software process Improvement practices, we conducted a survey targeted at software developers in New England. We collected 67 responses and used descriptive statistics to analyze the survey results. In addition, we examined the impact of SPI methodologies on quality factors and compared the impact to the importance of quality factors for software developers. The Spearman correlation coefficient was used to determine the degree of correlation between the two.