Research

If you are interested in specific research publications, please see my Publications page above.  What follows here is a "taxonomy" of my work.

I engage in research that is centered on solving intractable problems in management.  The intractability ranges from pure mathematical intractability, to poorly structured problems, and problems where measurements are intractable or extremely complex.  The field of management provides the application areas for all my research, and the is inspired by real management problems, often those related to technology or information systems.  The tools employed to solve the research problems are borrowed from applied mathematics, operations research, information systems (including computer science), econometrics, and statistics. As you will see from the Publications page, my research papers often combine elements from one or more of the areas listed below.

1. Analytics: Social Networks, Communications Networks, Transportation Networks

Much of my research has been focused on solving complex network problems. Location problems have received particular attention, and has stayed with me as a tool to solve communications and social network problems (many thanks to Hasan Pirkul, David Schilling, and John Current for getting me started in this area 25 years ago).  As of 2013, I often apply these network problems to social networks or to IS security settings.  Due to the vast amount of information that can be mined from the web, I am now working on developing analytics for mining this information and linking it to customer satisfaction, hoping that managers can use the resulting data to improve their products or services.

2. Service Science & Customer Satisfaction

I have engaged in research on customer satisfaction the healthcare field for about 20 years.  During this period, I have spent much time designing instruments for, and measuring customer satisfaction.  My current interest in this area is centered around understanding how consumers evaluate services, and how we can develop analytic methods to uncover customer sentiments (see Analytics above).

3. Strategy: Management Challenges related Business Models, Value, Risk, Information Systems and Technology

After years of solving basic research problems in management, one cannot help but to start thinking about developing conceptual models related to management.  With the developments and acceptance of newer statistical methods, these models can often be scientifically evaluated.  As such, my recent work has also been devoted to modeling issues around patent value (and R&D), service quality, information quality, knowledge sharing, enterprise risk management, and dynamic capabilities in organizations.  In addition, after having taught business models to executives for over 15 years, I have a strong interest in developing and improving business model frameworks, both in the for-profit arena, but also for the non-profit arena.