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The purpose of the paper is to examine how media synchronicity facilitates the emergence of social exchange (i.e. trust and reciprocity) in organizations’ information and communication technology (ICT)-mediated interactions. A model of media synchronicity in organizational social exchange (MSiOSE) is proposed.

The paper has a design and review approach. The theoretical analysis is based on social exchange theory (SET) and media synchronicity theory (MST).

The authors propose that, in general, social exchange benefits from both asynchronous and synchronous communication processes. However, media synchronicity has different boundary conditions (i.e. pros and cons) in relation to the emergence of social exchange, determined in accordance with the mutually interacting patterns of trust and reciprocity predicted by SET. The authors provide testable theoretical propositions to support the analysis.

Social exchange is a critical business factor for organizations due to its well-known positive outcomes, such as the strengthening of social ties. The need for successful social exchange in remote work conditions is particularly emphasized. However, with regard to the communication and behavioral patterns that lead to social exchange via ICT, the theoretical understanding is limited. The study reveals previously unmapped heuristics between social exchange and physical media capabilities. Thus, the study's propositions can be used to study and analyze social exchange in the ever-changing media landscape. As a practical contribution, the study helps organizations to improve their communication strategies and use of ICT.

It has been observed that the students attending the bachelor’s degree programmes offered by the Faculty of Engineering Technology (FET) at the Open University of Sri Lanka (OUSL) take extraordinarily longer period to complete their degrees. The purpose of this paper is to identify the institutional barrier, student-related personal barrier and psychological barrier behind the prolonged duration of completion of the said degrees.

A well-developed questionnaire was administered among a selected sample of graduates who were awarded the Bachelor of Technology (Engineering) and Bachelor of Industrial Studies degrees within the past ten years.

Results indicate that institutional barriers such as poor academic counselling and guidance; laboratory sessions being inappropriate/not sufficient to understand the course material; inadequate facilities, such as library resources, and lack of laboratory facilities at the regional centres have contributed immensely to the lengthy duration taken to complete the degrees. Personal factors such as work-related challenges, travelling time and cost of commuting to the main centre located in Colombo and inability to spend the required time expected of the programme have played major roles in the prolonged completion. Results indicate that the cost of tuition is not a major barrier for on-time completion. Psychological barriers such as possessing a limited repertoire of study strategies, lack of understanding of open and distance learning (ODL) methods and deficiency of continuous motivation had a tremendous impact on the delayed graduation. A high satisfaction rate was observed regarding the ODL tools that were used within the programmes and the formative and summative evaluation criteria. Approximately 75 per cent of the sample approved of the five remedies suggested.

Findings of this study provide insight for shortening the duration of the bachelor’s degree programmes offered by the FET at the OUSL.

Discussion of security in supply chains has been intensified since the tragedy of 9/11 in the United States. The World Customs Organization's SAFE Framework with its Authorized Economic Operators (AEO) program is one of the prominent supply chain security initiatives. At the time of its introduction in 2005, 168 member countries signed their support for its implementation. However, the last AEO Compendium reports only 69 countries currently have AEO program in place. This relatively slow development indicates the complexity of issues that might challenge countries to implement the initiative. Against this background, this paper aims to look at the AEO implementation in an environment where supply chain security initiative is relatively new. It focuses on policy development perspectives where the case study of Indonesia might represent challenges of other countries. Involving methods of desk research, interviews, and field observation, this paper starts with the development of various international supply chain security programs where the AEO finds it prominence. It follows with a discussion on the Indonesian AEO implementation where challenges and its policy development process are explored.

This paper investigate how fit uncertainty impacts product return costs in online retailing and how digital product fitting, a pre-sales fitting practice, can reduce fit uncertainty.

The paper analyzes the current performance of a retailer's e-commerce and return operations by estimating costs generated by product returns, including product handling costs, tied-up capital, inventory holding costs, transportation costs, and order-picking costs. The estimated costs were built on 2,229 return transactions from a Scandinavian fashion footwear retailer. A digital product fitting technology was tested with the retailer’s products and resulted in estimations on how such technology could affect product returns.

The cost of a return is approximately 17% of the prime cost. The major cost elements are product handling costs and transportation costs, which together amount to 72% of the total costs. If well calibrated, the fitting technology can cut fit-related return costs by up to 80%. The findings show how customers reacted to the fitting technology: it was unable to verify fit every time, but it serves as a useful and effective support tool for customers when placing orders.

Virtual fit verification using digital product fitting is key to retailers to reduce fit-related returns. Digital product fitting using three-dimensional scanning is more appropriate for some products, but it is unsuitable for products that are difficult to measure and scan.

The paper contributes an empirical estimate of retail supply chain costs associated with fit uncertainty, as well as theoretical understanding of the role of pre-sales fit verification in avoiding product returns.