69,357 research outputs found

    Enhancing business processes with web 2.0 features

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    Web 2.0 aims to support human interactions and content creation by combining information from different contributors. It can enhance business processes by improving communication, collaboration and exchange of knowledge between various participants. These benefits led to the emergence of a new form of business processes called Social Business Process (SBP). This paper provides for SBP modelling by proposing a domain-specific language (DSL) based on an extension of the standard BPMN notation to model social elements within an SBP. It is simple and yet generic thanks to the reduced number of extensions and its ability to model SBP regardless of the used Web 2.0 technology. To show the applicability of the proposed notation, we have implemented it within the BPMN2 modeller editor

    Framework of Social Customer Relationship Management in E-Health Services

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    Healthcare organization is implementing Customer Relationship Management (CRM) as a strategy for managing interactions with patients involving technology to organize, automate, and coordinate business processes. Web-based CRM provides healthcare organization with the ability to broaden service beyond its usual practices in achieving a complex patient care goal, and this paper discusses and demonstrates how a new approach in CRM based on Web 2.0 or Social CRM helps healthcare organizations to improve their customer support, and at the same time avoiding possible conflicts, and promoting better healthcare to patients. A conceptual framework of the new approach will be proposed and highlighted. The framework includes some important features of Social CRM such as customer's empowerment, social interactivity between healthcare organization-patients, and patients-patients. The framework offers new perspective in building relationships between healthcare organizations and customers and among customers in e-health scenario. It is developed based on the latest development of CRM literatures and case studies analysis. In addition, customer service paradigm in social network's era, the important of online health education, and empowerment in healthcare organization will be taken into consideration.Comment: 15 pages. arXiv admin note: substantial text overlap with arXiv:1204.3689, arXiv:1203.3919, arXiv:1204.3685, arXiv:1203.4309, arXiv:1204.3691, arXiv:1203.392

    Los Medios Sociales como una herramienta estratégica para la Comunicación Corporativa

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    Companies around the globe are embracing and adapting social media for many different intentions: customer service, marketing, internal communications, public relations or corporate social responsibility, etc. It is now a reality that social media is channging the way stakeholders and companies communicate daily, providing opportunities for collaboration, participation, interactivity, and engagement. Therefore, social media is conceived today in the corporate world as a strategic communication partner, driving new and unique possibilities for organizations to engage stakeholders in conversations. We are witnesses of a new digital era where consumers are becoming active users rather than passive individuals, changing dramatically how society operates. But these useful technological tools are employed widely and precisely by corporations in order to facilitate and improve communications? This research aims to discover the usage of different social media platforms by Puerto Rican companies. A content analysis was performed to the Facebook and Twitter official profiles of the top 400 locally owned Puerto Rican companies of 2009. The principal objective was to find if social media sites were mainly used as a strategic tool for corporate communication that can enhance stakeholder participation and engagement. Results showed that Puerto Rican companies are not employing social media platforms for improving communications with different stakeholders, failing to take advantage of the enormous possibilities that social media has for communication.Instituto de Investigación en Relaciones Pública

    Does Mobile Technology Matter? A Student Centric Perspective

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    Based on a student-centric perspective, this study seeks to understand how mobile technology influences students’ learning experiences. Our research motivation is driven by the increasing attention paid to mobile technology in the research and business community. Set in a public university setting, our investigation seeks to shed light on how teaching and learning could be reshaped by mobile technology, most specifically, emerging tablet PCs. The findings, based on two MIS (Management Information Systems) courses, one graduate and the other undergraduate, suggest that overall students perceived the mobility of tablet PC positively. In addition, graduate students expressed a higher degree of learning satisfaction and greater expectation of future technology usage than undergraduate students. Indeed, mobile technology seems to matter to students’ learning in general. The finding is particularly relevant when considering how to incorporate mobile technology into teaching practice as such technology-driven teaching practice is increasingly being expected in the contemporary networked society. Additional insights for managers, technology vendors, and college instructors are also discussed

    ALT-C 2010 - Conference Proceedings

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    Progress in information technology and tourism management: 20 years on and 10 years after the Internet—The state of eTourism research

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    This paper reviews the published articles on eTourism in the past 20 years. Using a wide variety of sources, mainly in the tourism literature, this paper comprehensively reviews and analyzes prior studies in the context of Internet applications to Tourism. The paper also projects future developments in eTourism and demonstrates critical changes that will influence the tourism industry structure. A major contribution of this paper is its overview of the research and development efforts that have been endeavoured in the field, and the challenges that tourism researchers are, and will be, facing
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