A hermeneutic investigation of online consumer decision making

This thesis was submitted for the degree of Doctor of Philosophy and awarded by Brunel University, 16/06/2005.This is a multidisciplinary information systems thesis with a strong sociological focus. Theoretically it uses the technical concerns of human-computer interaction as the background to consider the separate theories of consumer decision-making and the diffusion of innovations. Emphasis is placed on understanding how consumers make sense of the Internet and come to define the role and use of the Internet in their lives. A practical framework for hermeneutic investigation was created to access the unreflective thoughts and actions driving online consumer decision-making. Implicit within hermeneutics is the prospect of transcendental interpretations and the ability to investigate in situ new avenues of research that emerge as a result of anomalous comments or findings. Hence, this thesis presents two different, but inter-related, research inquiries and their associated findings. Initial interest was centred on consumer behaviour and interface design. Specifically, can a dedicated 'consumer interface' be designed using principles based on consumer perceptions of online convenience. The resulting data analysis created a framework of advice that interface designers can use to improve their understanding of the nature and limitations of convenient interfaces and associated consumer decision-support technologies. A second research theme emerged from the data analysis which broadened the focus into a consideration of online consumer behaviour as a distinct issue. Specifically, a new from of interactive behaviour prevalent in electronic retail markets was identified and, following a second literature review, labeled "surrogacy". Related in form to the personal shoppers found in traditional marketplaces, surrogacy differs from electronic intermediaries with regard to (i) the motivations of use and (ii) the symbolic and functional benefits of usage. The emergence of this phenomenon suggests that interactions between individuals (as consumers) and Web-based systems are maturing, albeit in a non-predictable manner. Together, the methodological refinements presented here with the accompanying research findings provide a reference point for further work in the following three areas: interface design for electronic marketplaces; Web-based consumer decision support technologies; and the development of interpretive approaches suitable for socio-technical investigations

Designing service entanglements: Towards stakeholder-centered perspective in design

Everyday, people chain interactions across multiple mobile computing services into single service experience. For example, when taking a trip, people switch between a number of mobile and online services as they move between here and there. Interestingly, current User-Centered Design and Service Design methods generally ignore the use of other services outside of the single service system being designed. Designers rarely consider entangling the service they are creating with the many other services users may wish to use. This paper provides the current states and challenges of designing for entangled services. My investigation suggests an alternative approach to User-Centered Design; taking Stakeholders-Centered Design perspective to capture values co-produced by services in designing entanglements

Risky business: when a CRM vendor masqueraded as an ERP specialist

Taking a social shaping perspective we unpack the development trajectory of a packaged software product to show, that contrary to mainstream accounts, design is not completely specified a-priori and that the process continues throughout implementation, and use. We show how developers, in this case third party vendors, can continue to engage in shaping packages during implementation and also how users contribute to the development effort. In particular, we illustrate how a customer relationship management package application targeted at a particular organisational function was configured to make an enterprise wide system and the key role of the vendor in this effort. To do this we refer to a 3- year qualitative field study of an expanding United Kingdom based consultancy company undergoing extreme ICT related change. This empirical research is used to explore an often ignored phenomenon, that of the role of vendors in appropriating ICTs and the potential risks they bring. Through this, we highlight the plight and responsibilities of low-level organisational actors in this process in cognisance of the fact they usually have a minor role in ICT selection but become a major player in dealing with vendors at the implementation stage when the devil is truly in the detail. The risks we identify relate to: vendor sales pitches of products as specifically related to their capabilities and the products they put forward; the calling upon of organisational resources by vendors; vendor knowledge of the application are and the actual ‘social’, ‘technical’ and ‘organisational’ capabilities of vendors to deliver a working product. We also point to the risks managers in vendor and consumer organisations create by placing their staff in difficult conditions within appropriation processes. The implications of our work centre on the need for further research related to: vendor/developer risks of packaged software, custom and open source projects; notions of professionalism and ethics in the software industry and project working conditions

Design, crime and the built environment

Crime Prevention through Environmental Design (CPTED) is a method of reducing crime through the design and manipulation of the built environment. Based upon the Opportunity Theories of crime, CPTED focuses upon blocking opportunities for criminal behaviour through subtle techniques to maximise informal surveillance, guardianship and maintenance, to minimise through movement and to set standards of physical security that are proportionate to crime risk. This chapter will discuss the principles of CPTED and the theories from which it evolved. It will explore the effectiveness of these principles, both individually and combined, in reducing crime, before exploring how CPTED is applied in practice

Ethnography, education and on-line research

This paper is an attempt to establish the methodological basis for carrying out ethnographies of online education communities, in particular in the Continuing Professional Development VITAL project co-ordinated by the Faculty of Education and Language Studies at The Open University www.vital.ac.uk/ A much shorter earlier draft version of this paper was given at the Qualitative Research For Web 2.0/3.0: The Next Leap! 25 & 26 March 2010 in Berlin. Organised by Merlien. The arguments and references in this paper are almost all to be found in two books 'one authored and one edited – by Professor Christine Hine of Surrey University, UK (Hine 2000; Hine 2005)

A Wilderness Paradox: Deconstructing Conflict in the Adirondack Park

Environmental conflict is a continuing issue in the United States, particularly as conservation must occur across private and public lands. The Adirondack Park in upstate New York serves as a model to deconstruct such conflict. New York state recently purchased a large 20,798-acre tract of land known as Boreas Ponds within the Central Adirondack region and has stirred conflict between local organizations and environmental interest groups over its classification and how much of it should be designated “Wilderness”. This study deconstructs the conflict by teasing out contributing factors through the use of discourse analysis, framing and content analysis. The results highlight contention is in part due to different values held by different stakeholders, particularly of wilderness preservation and access. There is also evidence to support different perceptions of wilderness by some of those living in the park and tourists. These findings support the need to address wilderness definitions in management

The Bloody Summer of 1863: How Memory and Commemoration have Shaped the History of the Battle of Gettysburg

The Battle of Gettysburg often exists in the minds of the general public as the most significant battle of the American Civil War. However, at the same time, the battle over control of the Mississippi River was reaching its climax at Vicksburg, which often receives less attention. Despite the apparent significance of controlling the southern stronghold of Vicksburg, a majority of memory of the Civil War rests within the confines of the Battle of Gettysburg. Through the research of primary and secondary sources, I will establish the military history of the Battle of Gettysburg and the Siege of Vicksburg. I then look at the significance of memory construction amidst conflict and how it affects the immediate creation of history. I then examine how these battles have been commemorated and how these practices have changed over time. Through this analysis, I will develop a clearer understanding of the Battle of Gettysburg’s significance within the context of the American Civil War

Deconstructing density: strategic dilemmas confronting the post-Apartheid city

Public authorities in many countries around the world are seeking to raise urban densities. Residential densification is particularly important in South Africa because of the colonial and apartheid legacy of sprawling, fragmented, racially divided cities. The paper examines the case for densifying central Cape Town and provides a framework to help deconstruct the concept and explore the policy challenges faced. It focuses on the bold aim to treble the area’s population within 10 years, and identifies issues where further consideration and public debate are required for how this can be achieved in a way that is desirable, affordable and fair. A key message is the need to understand both the composition of demand for central city living and the challenges involved in supplying suitable housing and amenities at higher densities. The level of social inequality in the city poses greater complications than elsewhere

Theft of oil from pipelines: an examination of its crime commission in Mexico using crime script analysis

The theft of refined oil products provides criminal groups with significant financial resources that threaten the environment and socio-economic stability of countries where it occurs. Violence is also associated with this criminal activity. Using crime script analysis, a detailed interpretation of the theft of oil via the illegal tapping of pipelines in Mexico was constructed. The analysis revealed the roles performed by members of criminal groups, the recruitment of individuals outside of the criminal group to provide information about the pipelines and perform technical activities, and the supporting role of citizens and businesses from local communities. The analysis also revealed the decision-making necessary for the successful commission of oil theft via the illegal tapping of pipelines. The use of situational crime prevention measures and improvements in the use of deterrence are identified as offering opportunities for preventing this criminal activity