Knowledge-based product support systems

This research helps bridge the gap between conventional product support, where the support system is considered as a stand-alone application, and the new paradigm of responsive one, where the support system frequently communicates with its environment and reacts to stimuli. This new paradigm would enable product support knowledge to be captured, stored, processed, and updated automatically, being delivered to the users when, where and in the form they need it. The research reported in this thesis first defines Product Support Systems (PRSSs) as electronic means that provide accurate and up-to-date information to the user in a coherent and personalised manner. Product support knowledge is then identified as the integration of product, task, user, and support documentation knowledge. Next, the thesis focuses on an ontology-based model of the structure, relations, and attributes of product support knowledge. In that model product support virtual documentation (PSVD) is presented as an aggregation of Information Objects (IOs) and Information Object Clusters (IOCs). The description of PSVD is followed by an analysis of the relation between IOs, IOCs, and domain knowledge. Then, the thesis builds on the ontology-based representation of product support knowledge and explores the synergy between product support, problem solving, and knowledge engineering. As a result, a structured problem solving approach is introduced that combines case-based adaptation and model-based generation techniques. Based on that approach a knowledge engineering framework for product support systems is developed. A conceptual model of context-aware product support systems that extends the framework is then introduced. The conceptual model includes an ontology-based representation of knowledge related to the users, their activities, the support environment, and the device being used. An approach to semi-automatically integrating design and documentation data is also proposed as part of context-aware product support systems development process.EThOS - Electronic Theses Online ServiceGBUnited Kingdo

The relationship between ecrm implementation and eloyalty at different adoption stages of transaction cycle: A conceptual framework and hypothesis

The purpose of this paper is to propose a model for the relationship between eCRM and E-loyalty by conceptualizing that e-loyalty is influenced by e-satisfaction, e-trust, and multi-dimensional aspects of eCRM. In order to capture the full picture for this relationship, we attempt to cover the complete purchase experience by focusing on transaction cycle (Pre-Purchase, A-Purchase, and Post- Purchase).different Components of eCRM have differing effects on e-loyalty. This study strengthens the literature by adding different components of eCRM as a possible critical antecedent in the model of e-loyalty development and attempts to build a stronger holistic model by including eCRM features

Network support for integrated design

A framework of network support for utilization of integrated design over the Internet has been developed. The techniques presented also applicable for Intranet/Extranet. The integrated design system was initially developed for local application in a single site. With the network support, geographically dispersed designers can collaborate a design task through out the total design process, quickly respond to clients’ requests and enhance the design argilty. In this paper, after a brief introduction of the integrated design system, the network support framework is presented, followed by description of two key techniques involved: Java Saverlet approach for remotely executing a large program and online CAD collaboration

Psychological elements explaining the consumer's adoption and use of a website recommendation system: A theoretical framework proposal

The purpose of this paper is to understand, with an emphasis on the psychological perspective of the research problem, the consumer's adoption and use of a certain web site recommendation system as well as the main psychological outcomes involved. The approach takes the form of theoretical modelling. Findings: A conceptual model is proposed and discussed. A total of 20 research propositions are theoretically analyzed and justified. Research limitations/implications: The theoretical discussion developed here is not empirically validated. This represents an opportunity for future research. Practical implications: The ideas extracted from the discussion of the conceptual model should be a help for recommendation systems designers and web site managers, so that they may be more aware, when working with such systems, of the psychological process consumers undergo when interacting with them. In this regard, numerous practical reflections and suggestions are presented

E-commerce and its impact in logistic management: A state of art

Logistics management is defined as that part of the supply chain process that plans, implements, and controls the efficient, effective flow and storage of goods, services, and related information from the point of origin to the point of consumption in order to meet customers' requirements. Traditional logistical issues may be amplified by an e-commerce venture. Adopting e-commerce may greatly expand the marketplace. The organization needs to be concerned with its ability to deliver its product to potential customers. Realizing the importance of E-commerce in logistic management, an attempt has been made in this paper to review the existing literature with the objective to gain insights into the impact of E-commerce in logistic management. The advantages of the E-commerce in logistic management are offered. Finally, summary of findings and calculations are presented

e-Consumer Behaviour

Purpose – The primary purpose of this article is to bring together apparently disparate and yet interconnected strands of research and present an integrated model of e-consumer behaviour. It has a secondary objective of stimulating more research in areas identified as still being underexplored. Design/methodology/approach – The paper is discursive, based on analysis and synthesis of econsumer literature. Findings – Despite a broad spectrum of disciplines that investigate e-consumer behaviour and despite this special issue in the area of marketing, there are still areas open for research into econsumer behaviour in marketing, for example the role of image, trust and e-interactivity. The paper develops a model to explain e-consumer behaviour. Research limitations/implications – As a conceptual paper, this study is limited to literature and prior empirical research. It offers the benefit of new research directions for e-retailers in understanding and satisfying e-consumers. The paper provides researchers with a proposed integrated model of e-consumer behaviour. Originality/value – The value of the paper lies in linking a significant body of literature within a unifying theoretical framework and the identification of under-researched areas of e-consumer behaviour in a marketing context

Quality model for semantic IS standards

Semantic IS (Information Systems) standards are essential for achieving\ud interoperability between organizations. However a recent survey suggests that\ud not the full benefits of standards are achieved, due to the quality issues. This\ud paper presents a quality model for semantic IS standards, that should support\ud standards development organizations in assessing the quality of their\ud standards. Although intended for semantic IS standards the potential use of\ud this quality model is much broader and might be applicable to all kind of\ud standards

Data-driven through-life costing to support product lifecycle management solutions in innovative product development

Innovative product usually refers to product that comprises of creativity and new ideas. In the development of such a new product, there is often a lack of historical knowledge and data available to be used to perform cost estimation accurately. This is due to the fact that traditional cost estimation methods are used to predict costs only after a product model has been built, and not at an early design stage when there is little data and information available. In light of this, original equipment manufacturers are also facing critical challenges of becoming globally competitive and increasing demands from customer for continuous innovation. To alleviate these situations this research has identified a new approach to cost modelling with the inclusion of product lifecycle management solutions to address innovative product development.The aim of this paper, therefore, is to discuss methods of developing an extended-enterprise data-driven through-life cost estimating method for innovative product development

The Impact of Trust on Acceptance of Online Banking

Major benefits of Online Banking include for banks cost savings, and for customers convenience. Nevertheless, many people perceive Internet banking as risky. This paper introduces a tentative conceptual framework. Trust will be integrated into the Technology Acceptance Model – TAM - (Davis, 1989). Recent research showed that Trust has a striking influence on user willingness to engage in online exchanges of money and personal sensitive information. Detailed literature about Online Banking and Trust is provided. TAM is discussed in depth; external variables that are suitable for the Online Banking context is suggested. In addition the theoretical justification for the conceptual framework integration is discussed. Finally managerial implications and recommendations for Online Banking acceptance are suggested