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The advent of new forms of data, modern technology, and advanced data analytics offer service providers both opportunities and risks. This article builds on the phenomenon of big data and offers an integrative conceptual framework that captures not only the benefits but also the costs of big data for managing the frontline employee (FLE)-customer interaction. Along the positive path, the framework explains how the "3Vs" of big data (volume, velocity, and variety) have the potential to improve service quality and reduce service costs by influencing big data value and organizational change at the firm and FLE levels. However, the 3Vs of big data also increase big data veracity, which casts doubt about the value of big data. The authors further propose that because of heterogeneity in big data absorptive capacities at the firm level, the costs of adopting big data in FLE management may outweigh the benefits. Finally, while FLEs can benefit from big data, extracting knowledge from such data does not discount knowledge derived from FLEs' small data. Rather, combining and integrating the firm's big data with FLEs' small data are crucial to absorbing and applying big data knowledge. An agenda for future research concludes.

Following growing public awareness of the danger from hurricanes and tremendous demands for analysis of loss, many researchers have conducted studies to develop hurricane damage analysis methods. Although researchers have identified the significant indicators, there currently is no comprehensive research for identifying the relationship among the vulnerabilities, natural disasters, and economic losses associated with individual buildings. To address this lack of research, this study will identify vulnerabilities and hurricane indicators, develop metrics to measure the influence of economic losses from hurricanes, and visualize the spatial distribution of vulnerability to evaluate overall hurricane damage. This paper has utilized the Geographic Information System to facilitate collecting and managing data, and has combined vulnerability factors to assess the financial losses suffered by Texas coastal counties. A multiple linear regression method has been applied to develop hurricane economic damage predicting models. To reflect the pecuniary loss, insured loss payment was used as the dependent variable to predict the actual financial damage. Geographical vulnerability indicators, built environment vulnerability indicators, and hurricane indicators were all used as independent variables. Accordingly, the models and findings may possibly provide vital references for government agencies, emergency planners, and insurance companies hoping to predict hurricane damage.

The increasing occurrence of natural disaster events and related damages have led to a growing demand for models that predict financial loss. Although considerable research has studied the financial losses related to natural disaster events, and has found significant predictors, there has not yet been a comprehensive study that addresses the relationship among the vulnerabilities, natural disasters, and economic losses of the individual buildings. This study identified hurricanes and their vulnerability indicators in order to establish a metric to predict the related financial loss. We identify hurricane-prone areas by imaging the spatial distribution of the losses and vulnerabilities. This study utilized a Geographical Information System (GIS) to combine and produce spatial data, as well as a multiple linear regression method, to establish a hurricane damage prediction model. As the dependent variable, we utilized the following ratio to predict the real pecuniary loss: the value of the Texas Windstorm Insurance Association (TWIA) claim payout divided by the appraised values of the buildings. As independent variables, we selected the hurricane indicators and vulnerability indicators of the built environment and the geographical features. The developed statistical model and results can be used as important guidelines by insurance companies, government agencies, and emergency planners for predicting hurricane damage.