An exploration of the innovation process in small digital marketing agencies in the UK : understanding the social, knowledge and structural capital implications

In this increasingly complex and competitive society organisations are compelled to innovate developing inter-organisational relationships and sharing knowledge. In service innovation one key characteristic of the service innovation process is the involvement of parties from the external environment of organisations, such as clients, among others, who provide beneficial resources, particularly to small service organisations. These influential relationships have commonly been investigated through the approach of social capital. Also influential to the service innovation process are knowledge (a resource of social capital and an internal organisational resource), and structural capital (which as an internal structure provides support to both social and knowledge capital). Therefore, the study aimed to further understand the service innovation process in the light of social, knowledge and structural capital. The background to the research highlighted the imperative for small digital marketing agencies to innovate with limited resources, which provided the grounds for the study. A qualitative approach was used to gain a better understanding of the experience and behaviour of small digital marketing agencies with regard to their innovation. A total of thirty interviews were completed. Multiple case studies were carried out among thirteen agencies to allow a wider and deeper exploration of the research questions. An expert interview methodology was also applied for its suitability to achieve one objective of the study. Thirteen experts were interviewed to collect insights based on their practical experiences in digital marketing, which were used to develop recommendations. Analysis from the findings highlighted that small digital marketing agencies used an innovation process that was sequential but nonetheless flexible and open to the challenges of service innovation. Weak ties and strong ties creatively and technically strengthened the process and enhanced its consistency, while trust was largely based on the ability of agencies to deliver the work. Moreover, the process was found to be reliant on creative knowledge in addition to technical knowledge. Organisational knowledge was held in tangible systems, intangible practices and employees, which enhanced the efficiency, quality and interactivity of the process by enabling better planning, quality control and communication with the task environment. Finally, a need to establish a practice of co-production with clients was highlighted as one key recommendation to enhance the innovation process through the combination of resources. Several contributions were drawn, with the first being the presentation of a comprehensive picture of innovation by seeking to understand the innovation process with regard to social, knowledge and structural capital. Furthermore, a theoretical link between each element was provided, thus filling the gap highlighted in the literature. The study also contribute to the discussion of intellectual capital with the first application of a theoretical framework of intangible assets that encompasses knowledge as capital, in addition to social and structural capital. The use of a multidimensional social capital framework also provided a dynamic illustration of inter-organisational relationships in the context of services. The study also contribute to the discussion of intellectual capital with the first application of a theoretical framework of intangible assets that encompasses knowledge as capital, in addition to social and structural capital. The learning gained from small digital marketing agencies and their innovation process contributes to the development of the integrative approach to service innovation that seeks to be relevant to both manufacturing and services. The consideration of expert interviews as a research methodology provided some new empirical insights for adding to the discussion on methodological triangulation in qualitative studies. Through recommendations practical contributions were also offered for improvements in the innovation process in small digital marketing agencies

A knowledge-based framework for information extraction and exploration

Harnessing insights from the colossal amount of online information requires the computerised processing of unstructured text in order to satisfy the information need of particular applications such as recommender systems and sentiment analysis. The increasing availability of online documents that describe domain-specific information provides an opportunity in employing a knowledge-based approach in extracting information from Web data. In this thesis, a novel comprehensive knowledge-based framework is proposed to construct and exploit a domain-specific semantic knowledgebase. The proposed framework introduces a methodology for linking several components of different techniques and tools. It focuses on providing reusable and configurable data and application templates, which allow developers to apply it in diversity of domains. The objectives of this framework are: extracting information from unstructured data, constructing a semantic knowledgebase from the extracted information, enriching the resultant semantic knowledgebase by sourcing appropriate semi-structured and structured datasets, and consuming the resultant semantic knowledgebase to facilitate the intelligent exploration and search of information. For the purpose of investigating the challenges of extracting and modelling information in a specific domain, the financial domain was employed as a use-case in the context of a stock investment motivating scenario. The developed knowledge-based approach exploits the semantic and syntactic characteristics of the problem domain knowledge in implementing a hybrid approach of Rule-based and Machine Learning based relation classification. The rule-based approach is adopted in the Natural Language Processing tasks associated with linguistic and structural features, Named Entity Recognition, instances labelling and feature generation processes. The results of these tasks are used to classify the relations between the named entities by employing the Machine Learning based relation classification. In addition, the domain knowledge is analysed to benefit knowledge modelling by translating the domain key concepts into a formal ontology. This ontology is employed in constructing semantic knowledgebase from unstructured online data of a specific domain, enriching the resulting semantic knowledgebase by sourcing semi-structured and structured online data sources and applying advanced classifications and inference technologies to infer new and interesting facts to improve the decision-making and intelligent exploration activities. However, most relations are non-binary in the problem domain knowledge because of its specific characteristic hence an appropriate N-ary relation patterns technique were adopted and investigated. A serious of a novel experiments were conducted to implement and configure a Machine Learning based relation classification. The experimental evaluation evidenced that the developed knowledge-assisted ML relation classification model, which was further boosted by our implementation of GAs to reduce the feature space, has resulted in significant improvement in the process of relation extraction. The experimental results also indicate that amongst the implemented ML algorithms, SVM exhibited the best relation classification accuracy in the majority of the training datasets, while retaining acceptable levels of accuracy in the rest in the remaining training datasets. Web Ontology Language (OWL) reasoning and rule-based reasoning on the resultant semantic knowledgebase were applied to derive stock investment specific recommendations. In addition, SPARQL query language was employed to explore the semantic knowledgebase. Moreover, taking into consideration the problem domain's requirements for modelling non-binary relations, a relation-as-class N-ary relations pattern was implemented, and the reasoning axioms and query language were adjusted to fit the intermediate resources in the N-ary relations requirements. In this thesis also the experience on addressing the challenges of implementing the proposed knowledge-based framework for constructing and exploiting a semantic knowledgebase were summarised. These challenges can be considered by domain experts and knowledge engineers as a novel methodology for employing the Semantic Web Technologies for the knowledge user to intelligently exploit knowledge in similar problem domains. The evaluation of knowledge accessibility by utilising Semantic Web Technologies in the developed application includes the ability of data retrieval to obtain either the entire or some portion of the data from the semantic knowledgebase for a particular use-case scenario. Investigating the tasks of reasoning, accessing and querying the semantic knowledgebase evidences that Semantic Web Technologies can perform an accurate and complex knowledge representation to share Knowledge from a diversity of data sources and, improve the decision‑making process and the intelligent exploration of the semantic knowledgebase

Homo subjectivus: shoehorning customer-centric reform into the subjectivities of Abu Dhabi's public administrators

Public administrators are the people who not only administer public services, but who are also expected to carry out reform and to embed 'new ways of doing things' in the machinery and mentality of public sector organisations. Yet, research has shown that, in pursuing change initiatives, due attention is rarely paid to how public administrators feel, think and make meaning. As a direct consequence, public administrative reforms frequently disappoint by failing to generate the promised positive results. Hence, this thesis explores the nebulous phenomenon of subjective meaning-making in the context of Abu Dhabi Government's customercentric reform. This is accomplished in two practical steps: Firstly, the study employs Q Methodology to identify five viewpoints that different groups of public administrators share: (1) The benefactor's epic fail, (2) Managerialism in modern Arabiya, (3) Triumph of the cherished patriarch, (4) The traditional ways of the Bedouins, and (5) The reign of formulas over culture. In the second step, a Cultural Reference Group drills down into each shared viewpoint to reveal group-specific knowledge structures, or collective schemata. The study discovers that content schemata and context schemata interact with situational influencers in producing shared viewpoints, and a socio-cognitive model is proposed to illuminate these processes. The findings contribute to an understanding of the subjective constructions that public administrators share at group-level, and how these impact ou the opportunities for meaningful reform

Investigating the relationship between career adaptability, employability attributes, and retention factors of employees in selected 21st century recruitment agencies

The research focuses on investigating the relationship between individuals’ career adaptability, employability attributes and retention factors within the context of talent retention in the 21st century workplace. A quantitative research approach was followed, and a probability sample of (N = 337) of single (42.7%), African (53.4%), female (65.9%), individuals between the ages of 26-40 years (57.4%), who are part time employees (50.7%), mostly at staff level (54.0%) were utilised. Correlational analysis indicated differences between the variables of CAI, EAS and RFMS. Inferential statistics showed a strong relationship between the variables of career adaptability, employability attributes and retention factors. Stepwise hierarchical regression analysis showed that age, gender, race, marital status and job level, their career adaptability and employability attributes significantly and positively predict retention factors. Test for mean differences revealed that males and females differed significantly in terms of their career adaptability, employability attributes and retention factors. Recommendations are suggested for use by human resource professionals in terms of retention practices.Business ManagementM. Com. (Business management

An i*-based Reengineering Framework for Requirements Engineering

Avui en dia, els sistemes d'informació són un actiu clau en les organitzacions i sovint els proporcionen un avantatges competitiu. Per a que això segueixi així, han de ser mantinguts i evolucionats d'acord amb els objectius estratègics de la organització. Aquesta evolució inclou els requeriments del sistema d'informació, la tecnologia emprada i els processos suportats. L'impacte dels canvis pot anar des de petites modificacions al desenvolupament d'un nou sistema d'informació i, per aquest motiu, l'evolució dels sistemes d'informació s'analitza durant la fase de requeriments, on es possible avaluar-ne la magnitud utilitzant menys recursos. Des d'aquest punt de vista, els mètodes de l'enginyeria de requeriments i els de la reenginyeria de processos sovint comparteixen els mateixos objectius i es pot considerar que la reenginyeria de processos es adequada tant per al desenvolupament com per al manteniment dels sistemes d'informació. El llenguatge i* està orientat a objectius i permet modelar els sistemes d'informació en termes d'actors i dependencies entre ells. El llenguatge i* s'utilitza en l'enginyeria de requeriments i en la reenginyeria de processos de negoci, però no existeixen gaires propostes comunes a ambdues disciplines. Amb l'objectiu d'utilitzar el llenguatge i* en la reenginyeria de processos, s'ha definit PRiM, un mètode basat en i* per a la reenginyeria de processos (Proces Reenginieering i*-based Method). PRiM assumeix que ja existeix un procés que s'utilitzarà com a punt de partida per l'especificació o l'evolució del nou sistema d'informació. El mètode PRiM consta de sis fases: 1) l'anàlisi dels processos i dels sistemes d'informació actuals, 2) la construcció del model i*, 3) la reenginyeria dels processos actuals, 4) la generació de models i* representant les diferents alternatives, 5) l'avaluació de les alternatives utilitzant mètriques estructurals i 6) l'especificació del nou sistema d'informació a partir del model i* escollit. En les sis fases de PRiM, s'utilitzen diferents mètodes i tècniques algunes creades expressament pel mètode i d'altres provinents de l'enginyeria de requeriments i la reenginyeria de processos. Tot i això, hi ha altres mètodes i tècniques que poden ser utilitzades enlloc d'aquestes i que poden ser mes convenients quan les condicions d'aplicació del mètode canvien. Per tal de permetre la selecció i inclusió d'altres tècniques, es proposa l'aplicació de l'enginyeria de mètodes (Method Engineering). Aquesta disciplina permet construir nous mètodes a partir de parts de mètodes ja existents, i s'ha utilitzat per definir un mètode marc per a la reenginyeria anomenat ReeF (Reengineering Framework). A ReeF, les sis fases de PRiM es presenten de forma genèrica per tal de permetre la selecció de la tècnica més apropiada per cada una de les fases, a partir de l'experiència de l'usuari com dels seus coneixements de l'aplicació. Com a exemple d'aplicació de ReeF, s'ha definit el mètode SARiM.Les contribucions principals de la tesis son dues. En primer lloc, els dos mètodes basats en i* definits (PRiM per a la reenginyeria de processos, i SARiM, per a la reenginyeria d'arquitectures software). En segon lloc, les diferents tècniques i* definides en PRiM i que poden ser utilitzades per construir models i*, generar alternatives i avaluar-les amb mètriques estructurals. Aquestes tècniques i mètodes s'han obtingut a partir de l'estudi de l'estat de l'art i s'han validat en diferents casos d'estudi formatius i en un cas d'estudi industrial. Com a suport, s'han desenvolupat dues eines: 1) REDEPEND-REACT, que permet la modelització gràfica de models i*, la generació d'alternatives i la definició de mètriques estructurals, i 2) J-PRiM, que dóna suport a les fases de PRiM mitjançant el tractament textual dels models i*.Information Systems are a crucial asset of the organizations and can provide competitive advantages to them. However, once the Information System is built, it has to be maintained and evolved, which includes changes on the requirements, the technology used, or the business processes supported. All these changes are diverse in nature and may require different treatments according to their impact, ranging from small improvements to the deployment of a new Information System. In both situations, changes are addressed at the requirements level, where decisions are analysed involving less resources. Because Requirements Engineering and Business Process Reengineering methods share common activities, and the design of the Information System with the business strategy has to be maintained during its evolution, a Business Process Reengineering approach is adequate for addressing Information Systems Development when there is an existing Information System to be used as starting point. The i* framework is a well-consolidated goal-oriented approach that allows to model Information Systems in a graphical way, in terms of actors and dependencies among them. The i* framework addresses Requirements Engineering and Business Process Reengineering but none of the i*-based existing approaches provides a complete framework for reengineering. In order to explore the applicability of i* for a reengineering framework, we have defined PRiM: a Process Reengineering i* Method, which assumes that there is an existing process that is the basis for the specification of the new Information System. PRiM is a six-phase method that combines techniques from the fields of Business Process Reengineering and Requirements Engineering and defines new techniques when needed. As a result PRiM addresses: 1) the analysis of the current process using socio-technical analysis techniques; 2) the construction of the i* model by differentiating the operationalization of the process form the strategic intentionality behind it; 3) the reengineering of the current process based on its analysis for improvements using goal acquisition techniques; 4) the generation of alternatives based on heuristics and patterns; 5) the evaluation of alternatives by defining structural metrics; and, 6) the specification of the new Information System from the selected i* model.There are several techniques from the Requirements Engineering and Business Process Reengineering fields, that can be used instead the ones selected in PRiM. Therefore, in order to not enforce the application of a certain technique we propose a more generic framework where to use and combine them. Method Engineering is the discipline that constructs new methods from parts of existing ones and, so, it is the approach adopted to define ReeF: a Reengineering Framework. In ReeF the six phases of PRiM are abstracted and generalized in order to allow selecting the most appropriate techniques for each of the phases, depending on the user expertise and the domain of application. As an example of the applicability of ReeF, the new method SARiM is defined. The main contributions of this work are twofold. On the one hand, two i*-based methods are defined: the PRiM method, which addresses process reengineering, and SARiM, which addresses software architecture reengineering. On the other hand, we provide several i*-based techniques to be used for constructing i* models, generating alternatives, and evaluating them using Structural Metrics. These methods and techniques are based on exhaustive review of existing work and their validation is done by means of several formative case studies and an industrial case study. Tool support has been developed for the approach: REDEPEND-REACT supporting the graphical modelling of i*, the generation of alternatives and the definition of Structural Metrics; and J-PRiM supporting all the phases of the PRiM method using a textual visualization of the i* models

How Are Inclusive Education Resource Centre Supported Students With Special Needs Experiencing Education In Regular Classroom Settings In The Town Schools In Western Province Of Papua New Guinea? A Case Study Approach

The study considers special needs students’ education development in the context of the Papua New Guinea (PNG) education system. In particular, it examines the experiences, perceptions and expectations of three groups involved, which are teachers, parents and special needs students themselves in relation to inclusive practices in mainstream school settings. While some research has been done in other areas of inclusive education in PNG, none has included the point of view of special needs students attaining education in regular class settings. The study aimed at discovering the extent to which the inclusive education (IE) policy and IE practices are enacted in regular schools in Daru, in PNG. IE practices can be found in schools in PNG, but many are not effective. In particular, we know very little about the special needs students’ experiences, perceptions and expectations of IE in regular class environments, as their voices are not often heard. The study undertaken used a qualitative research approach case study to gather data about IE practices in selected schools in Daru Island of Western Province, Papua New Guinea. The research design used was an embedded “single-case” format that strived to explore the reality of the SN students’ experiences in regular classes through talking to them and the adults in their immediate environment. The case study approach used exploratory, descriptive and explanatory methodologies. In the exploratory part, a research framework was set within the context of the research question. In the descriptive part, the research described the concept of inclusive education and its development towards including SN students in PNG society, and in the explanatory part, it focused on the reasons and result of inclusive practices within the context of the children, teachers and adults who care for them. Specifically, interviews were conducted with four teachers, three parents and a focus group consisting of three special needs students. A mini non-participatory class observation was conducted for supplementary information. Data gathered were analysed using a thematic analysis approach. The findings reveal that special needs students are very interested in attaining education to fulfil their dreams. Their parents’ continuous support towards their SN children’s personal livelihood development was helpful to their SN children. However, a number of social justice issues greatly impacted on how inclusive education for the SN students concerned was being practiced in regular classrooms. Issues included: lack of access to facilities, unbalanced curriculum, teacher-centred teaching rather than SN student-centred teaching and learning practices, limited resources, negative stereotypical behaviour by non-disabled people and social exclusion. This study concludes that more advocacy programmes and a change of people’s mindset towards dealing with SN students in the schools and community are necessary to combat existing discriminatory attitudes and social segregation of special needs students within regular schools and their community