Mun Kiat Sitoh - Academia.edu (original) (raw)

Papers by Mun Kiat Sitoh

Research paper thumbnail of THE EFFECT OF CUSTOMERS ’ EMOTION ON SERVICE RECOVERY STRATEGY IN IT SERVICE FAILURES Research-in-Progress

IT service support staff that deals with customer service inquiries online plays a key role in en... more IT service support staff that deals with customer service inquiries online plays a key role in ensuring customer satisfaction and shaping customer experience. In reaction to service failures customers may exhibit some emotions that may influence service support staff’s response. Without a face-to-face interaction with customers, service support cannot detect the emotional signals sent out from customers. Instead service providers must rely on the content of email or online form received to detect any emotional cues. Using data from an issues tracking system, we will empirically test (i) the effect of customer’s emotion encoded in text content on service support staff’s response and (ii) the effect of service recovery strategy on customer’s sentiment on service quality when the service is recovered. Thus, the study will enrich our knowledge in the relationship between customer emotion and service recovery strategy in the context of IT service support.

Research paper thumbnail of Apparatus and method for evaluation of score failures in picking of 3-D seismic data

Research paper thumbnail of Apparatus and method for evaluation of picking horizons in 3-D seismic data

Research paper thumbnail of The roles of opportunity processes in a social business model: insights from China’s e-commerce villages

A social enterprise connects a social purpose with economic rationality and market-based approach... more A social enterprise connects a social purpose with economic rationality and market-based approaches to solve recognized social needs. However, opportunities often far outstrip the resources available to address these needs, making the design of a social business model challenging. It has been suggested that opportunity processes in a social enterprise enable economic, social, and environmental resources to reinforce one another in novel ways. Based on an in-depth case study of a large social enterprise in China, we find that opportunity processes are important components of a social business model. New opportunities are created deliberately while building a social business model, leading to the large-scale mobilization of participation in e-commerce activities. We differentiate endogenous and exogenous opportunities to clarify the roles of various opportunity processes. This study potentially enriches our knowledge of the relationships between opportunity processes and the construct...

Research paper thumbnail of Information System Strategy for Opportunity Discovery and Exploitation: Insights from Business Model Transformation

For a large enterprise to design a new business model, business managers are unlikely to determin... more For a large enterprise to design a new business model, business managers are unlikely to determine the precise set of choices required to create and capture value. Instead, they are more likely to organize processes to determine the set of choices. Traditionally, an information system (IS) is viewed as the facilitator for opportunity exploitation when a new business model is assumed to be fully formulated; however, when the business model is not fully formulated, the role of the IS as the facilitator for opportunity discovery has been greatly overlooked. Using an in-depth case study of a large enterprise that is designing its next business model, we find that an IS can be used to facilitate opportunity discovery in formulating the narrative and numeric logics of a new business model and can facilitate opportunity exploitation in reconfiguring IS resources.

Research paper thumbnail of It Implementation: Lessons from Grand Mercure Roxy Hotel

Research paper thumbnail of Business Models and Tactics in New Product Creation: The Interplay of Effectuation and Causation Processes

IEEE Transactions on Engineering Management, 2014

Effectuation and causation are two contrasting approaches to new business development. We argue t... more Effectuation and causation are two contrasting approaches to new business development. We argue that these two approaches are generic decision-making mechanisms that can coexist with one another and that they are configured in specific ways during different phases in the process of new product creation. These decision-making mechanisms are influenced by internal and external market factors: the nature of activities of a phase and the interplay between the business model and tactics. Our research framework is a generic two-stage competitive process that separates business models from tactics. We conducted an in-depth case study of a console game creation project to examine these decisionmaking mechanisms and to explore how business models are formulated and how each mechanism influences subsequent tactics during the new product creation process. Our findings suggest the following four decision-making configurations with unique modes of interplay between business models and tactics: effectuation centric, discovery centric, causation centric, and tactic centric. The theoretical insights on the linkage between decision-making mechanisms and business models have important practical implications for new product creation.

Research paper thumbnail of A graphical computer system for modeling the manual lifting task via biomechanical and psychophysical-biomechanical optimization approaches

Computers in Industry, 1993

Abstract An integrated graphical computer system was developed for modeling manual lifting tasks.... more Abstract An integrated graphical computer system was developed for modeling manual lifting tasks. The system consists of four modules: (1) biomechanical motion profile, (2) psychophysical-biomechanical optimization motion profile, (3) kinematic and kinetic analysis and (4) graphic user interface that provides animation capability. The model was a five-segment 2-D biomechanical model. The psychophysical-biomechanical optimization module was adapted from a recent optimization model. A psychophysical factor was added to each segment in the objective function to represent how much the subject “attempts to utilize” or “concentrates on” a segment relative to other segments. The model was simulated with both time-invariant and time-variant psychophysical factors. Two test sets were used for the time-variant model. The first test predicted that if the subject were to concentrate on a single segment, putting a maximum usage of the shank would produce the least total torque in our simulated motion profile. The second test predicted that if the subject were to concentrate on two segments, putting maximized usage in both the shank and the thigh would produce the smallest total torque. Three sets of time-variant psychophysical factors were simulated. The simulations predicted that if the subject transferred concentration from shank to lower arm in the last quarter of the lift time, the total torque would be further reduced than when using a set of time-invariant psychophysical factors. In conclusion, this system demonstrated that the psychophysical factor could be integrated with the biomechanical factor to improve the lifting performance. The system should be a useful tool to aid training and job design for the lifting task.

Research paper thumbnail of The Effect of Customers’ Emotion on Service Recovery Strategy in IT Service Failures

IT service support staff that deals with customer service inquiries online plays a key role in en... more IT service support staff that deals with customer service inquiries online plays a key role in ensuring customer satisfaction and shaping customer experience. In reaction to service failures customers may exhibit some emotions that may influence service support staff's response. Without a face-to-face interaction with customers, service support cannot detect the emotional signals sent out from customers. Instead service providers must rely on the content of email or online form received to detect any emotional cues. Using data from an issues tracking system, we will empirically test (i) the effect of customer's emotion encoded in text content on service support staff's response and (ii) the effect of service recovery strategy on customer's sentiment on service quality when the service is recovered. Thus, the study will enrich our knowledge in the relationship between customer emotion and service recovery strategy in the context of IT service support.

Research paper thumbnail of THE EFFECT OF CUSTOMERS ’ EMOTION ON SERVICE RECOVERY STRATEGY IN IT SERVICE FAILURES Research-in-Progress

IT service support staff that deals with customer service inquiries online plays a key role in en... more IT service support staff that deals with customer service inquiries online plays a key role in ensuring customer satisfaction and shaping customer experience. In reaction to service failures customers may exhibit some emotions that may influence service support staff’s response. Without a face-to-face interaction with customers, service support cannot detect the emotional signals sent out from customers. Instead service providers must rely on the content of email or online form received to detect any emotional cues. Using data from an issues tracking system, we will empirically test (i) the effect of customer’s emotion encoded in text content on service support staff’s response and (ii) the effect of service recovery strategy on customer’s sentiment on service quality when the service is recovered. Thus, the study will enrich our knowledge in the relationship between customer emotion and service recovery strategy in the context of IT service support.

Research paper thumbnail of Apparatus and method for evaluation of score failures in picking of 3-D seismic data

Research paper thumbnail of Apparatus and method for evaluation of picking horizons in 3-D seismic data

Research paper thumbnail of The roles of opportunity processes in a social business model: insights from China’s e-commerce villages

A social enterprise connects a social purpose with economic rationality and market-based approach... more A social enterprise connects a social purpose with economic rationality and market-based approaches to solve recognized social needs. However, opportunities often far outstrip the resources available to address these needs, making the design of a social business model challenging. It has been suggested that opportunity processes in a social enterprise enable economic, social, and environmental resources to reinforce one another in novel ways. Based on an in-depth case study of a large social enterprise in China, we find that opportunity processes are important components of a social business model. New opportunities are created deliberately while building a social business model, leading to the large-scale mobilization of participation in e-commerce activities. We differentiate endogenous and exogenous opportunities to clarify the roles of various opportunity processes. This study potentially enriches our knowledge of the relationships between opportunity processes and the construct...

Research paper thumbnail of Information System Strategy for Opportunity Discovery and Exploitation: Insights from Business Model Transformation

For a large enterprise to design a new business model, business managers are unlikely to determin... more For a large enterprise to design a new business model, business managers are unlikely to determine the precise set of choices required to create and capture value. Instead, they are more likely to organize processes to determine the set of choices. Traditionally, an information system (IS) is viewed as the facilitator for opportunity exploitation when a new business model is assumed to be fully formulated; however, when the business model is not fully formulated, the role of the IS as the facilitator for opportunity discovery has been greatly overlooked. Using an in-depth case study of a large enterprise that is designing its next business model, we find that an IS can be used to facilitate opportunity discovery in formulating the narrative and numeric logics of a new business model and can facilitate opportunity exploitation in reconfiguring IS resources.

Research paper thumbnail of It Implementation: Lessons from Grand Mercure Roxy Hotel

Research paper thumbnail of Business Models and Tactics in New Product Creation: The Interplay of Effectuation and Causation Processes

IEEE Transactions on Engineering Management, 2014

Effectuation and causation are two contrasting approaches to new business development. We argue t... more Effectuation and causation are two contrasting approaches to new business development. We argue that these two approaches are generic decision-making mechanisms that can coexist with one another and that they are configured in specific ways during different phases in the process of new product creation. These decision-making mechanisms are influenced by internal and external market factors: the nature of activities of a phase and the interplay between the business model and tactics. Our research framework is a generic two-stage competitive process that separates business models from tactics. We conducted an in-depth case study of a console game creation project to examine these decisionmaking mechanisms and to explore how business models are formulated and how each mechanism influences subsequent tactics during the new product creation process. Our findings suggest the following four decision-making configurations with unique modes of interplay between business models and tactics: effectuation centric, discovery centric, causation centric, and tactic centric. The theoretical insights on the linkage between decision-making mechanisms and business models have important practical implications for new product creation.

Research paper thumbnail of A graphical computer system for modeling the manual lifting task via biomechanical and psychophysical-biomechanical optimization approaches

Computers in Industry, 1993

Abstract An integrated graphical computer system was developed for modeling manual lifting tasks.... more Abstract An integrated graphical computer system was developed for modeling manual lifting tasks. The system consists of four modules: (1) biomechanical motion profile, (2) psychophysical-biomechanical optimization motion profile, (3) kinematic and kinetic analysis and (4) graphic user interface that provides animation capability. The model was a five-segment 2-D biomechanical model. The psychophysical-biomechanical optimization module was adapted from a recent optimization model. A psychophysical factor was added to each segment in the objective function to represent how much the subject “attempts to utilize” or “concentrates on” a segment relative to other segments. The model was simulated with both time-invariant and time-variant psychophysical factors. Two test sets were used for the time-variant model. The first test predicted that if the subject were to concentrate on a single segment, putting a maximum usage of the shank would produce the least total torque in our simulated motion profile. The second test predicted that if the subject were to concentrate on two segments, putting maximized usage in both the shank and the thigh would produce the smallest total torque. Three sets of time-variant psychophysical factors were simulated. The simulations predicted that if the subject transferred concentration from shank to lower arm in the last quarter of the lift time, the total torque would be further reduced than when using a set of time-invariant psychophysical factors. In conclusion, this system demonstrated that the psychophysical factor could be integrated with the biomechanical factor to improve the lifting performance. The system should be a useful tool to aid training and job design for the lifting task.

Research paper thumbnail of The Effect of Customers’ Emotion on Service Recovery Strategy in IT Service Failures

IT service support staff that deals with customer service inquiries online plays a key role in en... more IT service support staff that deals with customer service inquiries online plays a key role in ensuring customer satisfaction and shaping customer experience. In reaction to service failures customers may exhibit some emotions that may influence service support staff's response. Without a face-to-face interaction with customers, service support cannot detect the emotional signals sent out from customers. Instead service providers must rely on the content of email or online form received to detect any emotional cues. Using data from an issues tracking system, we will empirically test (i) the effect of customer's emotion encoded in text content on service support staff's response and (ii) the effect of service recovery strategy on customer's sentiment on service quality when the service is recovered. Thus, the study will enrich our knowledge in the relationship between customer emotion and service recovery strategy in the context of IT service support.