Jonathan Whitaker

University of Richmond, Robins School of Business

Associate Professor

1 Gateway Road

Richmond, VA 23229

United States

  • University of Richmond, Robins School of Business

    • Email
    • Tel: 804.287.6524
    • Fax: 804.289.8878
SCHOLARLY PAPERS

17

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4,717

SSRN CITATIONS
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SSRN RANKINGS

Top 12,700

in Total Papers Citations

50

CROSSREF CITATIONS

43

Scholarly Papers (17)

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1.

How Does Customer Service Offshoring Impact Customer Satisfaction?

Whitaker, J., M.S. Krishnan, C. Fornell, F. Morgeson. "How Does Customer Service Offshoring Impact Customer Satisfaction?" Journal of Computer Information Systems, published online 01/24/19, Forthcoming in print
Number of pages: 40 Posted: 08 Nov 2007 Last Revised: 08 Jul 2019
Jonathan Whitaker, Mayuram S. Krishnan, Claes Fornell and Forrest V. Morgeson
University of Richmond, Robins School of Business, University of Michigan, Stephen M. Ross School of Business, University of Michigan at Ann Arbor and American Customer Satisfaction Index
Downloads 1,996 (11,628)
Citation 8

Abstract:

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customer satisfaction; customer service; customer relationship management; offshore; outsource

2.

The Role of Economic Development and Firm Internationalization in Internet Business Practices

Whitaker, J., N.P. Melville, R.K. Plice, J. Dedrick. "The Role of Economic Development and Firm Internationalization in Internet Business Practices," Communications of the Association for Information Systems, Volume 27, Article 31, pp. 611-626, November 2010.
Number of pages: 18 Posted: 08 Jul 2019
Jonathan Whitaker, Nigel P. Melville, Robert K. Plice and Jason Dedrick
University of Richmond, Robins School of Business, University of Michigan, Stephen M. Ross School of Business, San Diego State University and University of California, Irvine
Downloads 753 (48,410)
Citation 1

Abstract:

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Internet, International, Adoption, Success, It Strategy, It Business, Survey, Case Study, Organization, Inter-Organizational Systems

3.

Is the World Flat or Spiky? Information Intensity, Skills, and Global Service Disaggregation

Information Systems Research (18:3) 2007, pp. 237-259
Number of pages: 23 Posted: 21 Mar 2006 Last Revised: 04 Jul 2019
Sunil Mithas and Jonathan Whitaker
University of South Florida and University of Richmond, Robins School of Business
Downloads 606 (64,225)
Citation 7

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Information Intensity, Skills, Codifiability, Standardizability, Modularizability, Offshoring, Global Disaggregation, Service Occupations, Services, Need for Physical Presence

4.

A Field Study of RFID Deployment and Return Expectations

Production and Operations Management, Vol. 16, No. 5, pp. 599-612, 2007
Number of pages: 32 Posted: 29 May 2008 Last Revised: 02 Sep 2014
Jonathan Whitaker, Sunil Mithas and Mayuram S. Krishnan
University of Richmond, Robins School of Business, University of South Florida and University of Michigan, Stephen M. Ross School of Business
Downloads 371 (115,533)

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RFID, Information Technology, Adoption, Benefits, Business Value of IT

5.

How Multinational Corporations Use Information Technology to Manage Global Operations

Journal of Computer Information Systems, Forthcoming
Number of pages: 21 Posted: 23 Jul 2015
Jonathan Whitaker, Peter Ekman and Steven Thompson
University of Richmond, Robins School of Business, Malardalen University and University of Richmond - E. Claiborne Robins School of Business
Downloads 315 (137,838)
Citation 2

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Multinational, MNC, international, information technology, global

6.

Chronic Disease Management: How IT and Analytics Create Healthcare Value Through the Temporal Displacement of Care

Thompson, S., J. Whitaker, R. Kohli, and C. Jones. “Chronic Disease Management: How IT and Analytics Create Healthcare Value through the Temporal Displacement of Care,” MIS Quarterly, Forthcoming
Number of pages: 54 Posted: 09 Jul 2019 Last Revised: 22 Jul 2019
Steve Thompson, Jonathan Whitaker, Rajiv Kohli and Craig Jones
University of Richmond - E. Claiborne Robins School of Business, University of Richmond, Robins School of Business, College of William and Mary - Mason School of Business and Capitol Health Associates
Downloads 203 (212,405)
Citation 3

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temporal, displacement, care, IT, analytics, chronic, disease, healthcare, outcomes, cost

7.

MOOCs and the Online Delivery of Business Education: What's New? What's Not? What Now?

Academy of Management Learning and Education (15:2) 2016, 345-365.
Number of pages: 44 Posted: 23 Jul 2015 Last Revised: 08 Jul 2019
Jonathan Whitaker, J. Randolph New and R. Duane Ireland
University of Richmond, Robins School of Business, University of Richmond - E. Claiborne Robins School of Business and Texas A&M University - Department of Management
Downloads 182 (233,897)
Citation 1

Abstract:

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Business, Education, Environment, Institution, IT, Learning, Management, MOOC, Online, Teaching, Technology, University

8.

Human Capital is Not Enough: How Offshore BPO Professionals Use Social Support to Deal with Strenuous Work Conditions

Number of pages: 40 Posted: 12 Aug 2020
Jonathan Whitaker, Violet Ho, Sunil Mithas and Dongwon Lee
University of Richmond, Robins School of Business, University of Richmond Robins School of Business, University of South Florida and HKUST Business School
Downloads 58 (499,836)

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BPO, compensation, co-worker, employee, human capital, IT, offshore, outsourcing, professional, social, support, wages

9.

Digital Transformation of Global Business Processes: The Role of Dual Embeddedness

Ekman, P., P. Thilenius, S. Thompson, and J. Whitaker. “Digital transformation of global business processes: The role of dual embeddedness,” Business Process Management Journal, Forthcoming
Number of pages: 31 Posted: 09 Jul 2019
Peter Ekman, Peter Thilenius, Steve Thompson and Jonathan Whitaker
Malardalen University, Uppsala University - Department of Business Studies, University of Richmond - E. Claiborne Robins School of Business and University of Richmond, Robins School of Business
Downloads 43 (567,492)

Abstract:

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digital, embeddedness, external, global, headquarters, internal, MNC, multinational, subsidiary, transformation

10.

A Model to Support IT Infrastructure Planning and the Allocation of IT Governance Authority

Decision Support Systems (59) March 2014, 108-118
Number of pages: 33 Posted: 23 Jul 2015
Steven Thompson, Peter Ekman, Daniel Selby and Jonathan Whitaker
University of Richmond - E. Claiborne Robins School of Business, Malardalen University, University of Richmond - E. Claiborne Robins School of Business and University of Richmond, Robins School of Business
Downloads 35 (610,942)
Citation 1

Abstract:

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Decision support systems, IT governance, Markov decision processes, case studies, IT infrastructure planning, global operations

11.

Beauty is in the Eye of the Beholder: Toward a Contextual Understanding of Compensation of IT Professionals within and Across Geographies

Whitaker, J., S. Mithas, C-W. Liu. “Beauty is in the Eye of the Beholder: Toward a Contextual Understanding of Compensation of IT Professionals Within and Across Geographies,” Information Systems Research, Forthcoming
Number of pages: 32 Posted: 09 Jul 2019
Jonathan Whitaker, Sunil Mithas and Chewei Liu
University of Richmond, Robins School of Business, University of South Florida and Indiana University - Kelley School of Business - Department of Information Systems
Downloads 34 (616,841)
Citation 2

Abstract:

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MNC, multinational, global, human capital, information, technology, IT, experience, MBA, education, professional, compensation, emerging, developed, economy, arbitrage, knowledge work

12.

Artificial Intelligence and IT Professionals

Mithas, S., T. Kude, and J. Whitaker. "Artificial Intelligence and IT Professionals," IT Professional (20:5) 2018, pp. 6-13.
Number of pages: 10 Posted: 12 Jul 2019
Sunil Mithas, Thomas Kude and Jonathan Whitaker
University of South Florida, University of Mannheim and University of Richmond, Robins School of Business
Downloads 33 (622,838)
Citation 1

Abstract:

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artificial, intelligence, IT, professional

13.

Organizational Learning and Capabilities for Onshore and Offshore Business Process Outsourcing

Journal of Management Information Systems (26:3) 2011, 11-42, Robert H. Smith School Research Paper No. RHS 2634242
Number of pages: 44 Posted: 23 Jul 2015
Jonathan Whitaker, Sunil Mithas and Mayuram S. Krishnan
University of Richmond, Robins School of Business, University of South Florida and University of Michigan, Stephen M. Ross School of Business
Downloads 33 (622,838)
Citation 8

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BPO, capabilities, information systems, IT, offshoring, organizational economics, organizational learning, outsourcing

14.

Information Technology, Revenues and Profits: Exploring the Role of Foreign and Domestic Operations

Mithas, S., J. Whitaker, and A. Tafti. ‘Information Technology, Revenues and Profits : Exploring the Role of Foreign and Domestic Operations,’ Information Systems Research (28:2) 2017, 430-444, DOI:10.1287/isre.2017.0689.
Number of pages: 28 Posted: 08 Jul 2019
Sunil Mithas, Jonathan Whitaker and Ali R. Tafti
University of South Florida, University of Richmond, Robins School of Business and University of Illinois at Chicago
Downloads 18 (732,682)
Citation 2

Abstract:

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globalization, multinational corporations, foreign revenues, foreign profits, IT expenditures, business value of IT

15.

Industry-Specific Human Capital and Wages: Evidence from the Business Process Outsourcing Industry

Kim, K., S. Mithas, J. Whitaker, and P.K. Roy. “Industry-Specific Human Capital and Wages: Evidence from the Business Process Outsourcing Industry,” Information Systems Research (25:3) 2014, 618-638.
Number of pages: 42 Posted: 08 Jul 2019
Keongtae Kim, Sunil Mithas, Jonathan Whitaker and Prasanto Roy
Decision Science and Managerial Economics, Chinese University of Hong Kong, University of South Florida, University of Richmond, Robins School of Business and CyberMedia India Ltd.
Downloads 13 (778,121)
Citation 9

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global disaggregation, human capital, BPO, outsourcing, professionals, wages, compensation

16.

Information Technology, Production Process Outsourcing and Manufacturing Plant Performance

Bardhan, I., J. Whitaker, and S. Mithas. “Information Technology, Production Process Outsourcing and Manufacturing Plant Performance,” Journal of Management Information Systems (23:2) 2006, 13-40.
Number of pages: 39 Posted: 08 Jul 2019
Indranil Bardhan, Jonathan Whitaker and Sunil Mithas
University of Texas at Dallas, University of Richmond, Robins School of Business and University of South Florida
Downloads 12 (787,804)
Citation 13

Abstract:

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IT investment, production process outsourcing, plant strategy, plant performance, manufacturing, empirical research

17.

How Client Capabilities, Vendor Configuration and Location Impact BPO Outcomes

Whitaker, J., S. Kumar, M.S. Krishnan. "How Client Capabilities, Vendor Configuration and Location Impact BPO Outcomes," Journal of Computer Information Systems (58:2) 2018, 180-191
Number of pages: 22 Posted: 08 Jul 2019
Jonathan Whitaker, Sanjeev Kumar and Mayuram S. Krishnan
University of Richmond, Robins School of Business, University of Michigan, Stephen M. Ross School of Business and University of Michigan, Stephen M. Ross School of Business
Downloads 12 (787,804)
Citation 1

Abstract:

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offshoring, outsourcing, BPO, outcomes, capabilities, client, configuration, vendor, location, quality, cost, time