Technology and social anxieties, attitudes and behavioral intentions of Singaporeans towards using self-service technology (SST)

The interactions between customers and service organizations, known as service encounters, have generally been between front-liner and consumers. Gradually however, these encounters are changing with the introduction of self-service facilities that are quickly replacing service staff. The use of self-service technology has seen an incredible amount of growth globally over the last few years. Self-service technologies are currently being used in more diverse ways for new services than once thought possible. The expenditure on self-service kiosks is expected to rise by 88% and the dollar value of transactions taking place through self-service technology should exceed 1.3 trillion by 2007 (Avery, 2007). Consequently, self-service technology is affecting today’s service encounters. This has come about as a result of innovations in modern technology and increased labor cost (Dabholkar & Bagozzi, 2002; Honebein & Cammarano, 2005). The possible reduction in human contact may affect consumer commitment and satisfaction, making it indispensable to examine self-service technology usage, particularly in the long-term (Beatson, Lee, & Coote, 2007). The area of self-service technology has recently drawn much attention from not only practitioners but also academic researchers who are trying to understand how consumers interpret a self-service experience (Curran, Meuter, & Surprenant, 2003; Dabholkar & Bagozzi, 2002; Kincaid & Baloglu, 2005; Meuter, Bitner, Ostrom & Brown, 2005). Essentially there have been more qualitative studies on self-service technology experiences to determine what factors influence a satisfactory or unsatisfactory experience, and relatively fewer quantitative studies to support why consumers use self-service technology over a full-service option. At present, there is a lack of empirical data about the attributes of self-service technology that will draw customers away from a full-service option and encourage them to become partial employees by using a self-service technology to facilitate a service transaction. Conversely, understanding the attributes of self-service technology that discourage customers from staying with a self-serve option is also extremely important. Therefore, comprehension of the positive and the negative elements of selfservice technology can provide insights into customers\u27 attitude and intentions to use self-service technology

Self-checkout kiosk system with RFlllbased payment module

The Self-checkout kiosk system with RFID-based payment module (SCHECK) is to provide a convenient checkout alternative for customers in hypermarts to checkout their items. The system shall reduce the overall time taken for the whole checkout process and is specially addressed for the time-crunched individuals. The system will embodies the oonventional cheokout pnocess in hypermarts while enhancing the convenience for customers and speed the overall process. The author, inspired by the capabilities and potential in RFID technology has decided to embed the technology into his project. SCIIECK will use the RFID technology in its payment module in order to provide a speedy checkout elperience for customers in hypermarts. In fact, through SCIIECK, the author aspires to orpose the Malaysian community to the RFID based payment card technology; e.g. Touch n Go card and leverage the utilization of the technology in the couutry through the retail industry, Lastly, this project will also act as a platform to study the implementation of RFID based payment card technology in lvlalaysia and its acceptance rate among the Malaysian community

Optimized Automated Checkout Process for Major Food Retailers

There has been a push for automation in countless industries to save time and money, increase customer satisfaction, increase customer purchasing options, increase efficiency, and reduce waste. This design project will focus on optimizing the automated checkout process at major grocery retailers. The goal of the design is to reduce customer wait times at the checkout line, thus increasing customer satisfaction and save the retailer cashier expenses. The design was created using the DMAIC (define, measure, analyze, improve, control) process tool. Customers were surveyed to define if there was a problem, and 52.5% of customers felt the wait times at checkout were too long. Time studies were conducted to gather data and measure the baseline for later design comparisons. The designs were analyzed using Arena, a system modeling software. Also, a cost analysis was also performed on the design ideas to find the most plausible, effective, and efficient design option. Throughout the design process, weekly meetings were held to review the design, define the roadblocks, and improve upon the design. In section 3.2a, any foreseeable roadblocks were defined, and the solutions were supplied to help management control the design once implemented. The design starts with customers entering the store. At the entrance, they are given the choice to open the store’s application on their phone and take part in the scan as you go feature. There will be a station to grab a bagging rack that can be clipped to the cart to offer the customer a bag-as-you-go option. There will also be a basket of cellphone clips next to the bagging racks. The cell phone clips will allow the customer to have a touch-free and hassle-free scan-as-you-go experience. The customer will scan their items as they shop and bag the items as they place them in their cart. At checkout, the kiosk will ask the customer to scan the customer QR code in their phone to connect the data of what they have scanned to the kiosk and floor scale. The kiosk will prompt the customer to weigh the scanned produce items on the kiosk scale and place them back into their cart. Then, the kiosk prompts the customer to push their cart onto the floor scale that is next to the kiosk, remove the bagging rack and cell phone clip, step away from the cart/scale, and press weigh. The customer can then pay as normal and exit the system. In Arena, the standard self-checkout system and the new design were simulated. The results showed that in one hour the self-checkout system could process an average of 36 customers through the system, while the new design could process an average of 57 customers per hour. This is 1.58 times faster. The main reason this new design is more efficient at moving customers though the automated checkout process is because the scale eliminates the need for the customer to scan their items at checkout, and the bagging rack eliminates the need for the customer to bag their items at checkout. This report will breakdown the design process from start to finish, including all visuals

Process of change in organisations through eHealth: 2nd International eHealth Symposium 2010, Stuttgart, Germany, June 7 - 8, 2010 ; Proceedings edited by Stefan Kirn

Foreword: On behalf of the Organizing Committee, it is my pleasure to welcome you to Hohenheim, Stuttgart for the 2nd International eHealth Symposium which is themed 'Process of change in organisations through eHealth'. Starting with the inaugural event in 2009, which took place in Turku, Finland, we want to implement a tradition of international eHealth symposia. The presentations and associated papers in this proceedings give a current and representative outline of technical options, application potentials, usability, acceptance and potential for optimization in health care by ICT. We are pleased to present a high-quality program. This year we convey a unique opportunity for academic researchers and industry practitioners to report their state-of-the-art research findings in the domain of eHealth. The symposium aims to foster the international community by gathering experts from various countries such as Australia, Great Britain, Finland and Germany. A first step is done by this symposium which considers this interaction and delivers an insight into current advances made and open research questions. The organizers would like to take the opportunity to thank all the people which made the Symposium possible. We are pleased if both attendance to the 2nd International eHealth Symposium 2010 and reading of this proceedings give you answers to urging questions, a basis for critical discussions, references on interesting tasks and stimulations for new approaches. Table of Contents: Martin Sedlmayr, Andreas Becker, Hans-Ulrich Prokosch, Christian Flügel, Fritz Meier: OPAL Health - A Smart Object Network for Hospital Logistics // Rajeev K. Bali, M. Chris Gribbons, Vikraman Baskaran, Raouf NG Naguib: Perspectives on E-Health: the human touch // Falk Zwicker, Torsten Eymann: Why RFID projects in hospitals (necessarily) fail. Lesson from comparative studies // Nilmin Wickramasinghe, F. Moghimi, J. Schaffer: Designing an intelligent risk detection framework using knowledge discovery techniques to improve efficiency and accuracy of healthcare care decision making // Volker Viktor, Heiko Schellhorn: In search of an appropriate service model for telehealth in Germany // Simone Schillings, Julia Fernandes: Towards a reference model for telemedicine // Reima Suomi: Towards rewards awareness in health care information systems // Manuel Zwicker, Jürgen Seitz, Nilmini Wickramasingh: Adaptions for e-kiosk systems to develop barrier-free terminals for handicapped persons --

Actor-Network Theory 관점에서 본 한국 전자정부 서비스의 진화

학위논문 (석사)-- 서울대학교 대학원 : 경영학과, 2015. 2. 안중호.ABSTRACT The Evolution of Korean e-Government in the Perspective of Actor-Network Theory Sulim Kim College of Business Administration Seoul National University In these days, as technologies has developed, it has changed our lives in everywhere. There is no exception for a nation. Since Information Technology (IT) was a criterion for deciding the national competiveness, it has been considered as a catalyst for the rapid growth in the knowledge information society. As a result, a government uses IT as a tool for accomplishing the national goal. E-Government is an effective tool to improve effectiveness, to elevate the quality of public service, and to promote active public participation in governance. (The Korean Association for Policy Studies, 2011) In order to accomplish the intended goal of e-Government, the Korean government has evolved its services and made considerable efforts. In this study, it shows the evolution of Korean e-Government services in details by using the lens of Actor-Network Theory. ANT considers that human and non-human actors are same and equal factors in its analytical view (Lee & Oh, 2006). Thus, this study focuses on the network between human actors (i.e. president and administrations) and non-human actors (i.e. law, standard and relay system). However, due to the strategy of top-down in the assimilation of Korean e-Government system, it caused the inequality between the central agencies. That is, ANT has the limitation in explaining the public sector cases in terms of the imbalance between actors. According to Naidoo (2009), Walsham (2001) made a valuable contribution by combining ANT and ST theories in the same cases, using ST to guide broader social analysis, and ANT to describe the detailed socio-technical processes that took place. Thus, this study decides to adopt Structuration Theory to overcome the shortage of ANT. This study involved six in-depth interviews with the key actors in the case of Korean e-Government. These interviews were conducted in face-to-face with audio recording from October 22, 2014 to November 20, 2014, and they progressed with specific and open-ended questions. The interviews with the key actors provided the overview of the evolution of Korean e-Government services process and meaningful insights on the success of e-Government in Korea. This case demonstrates that cases in public sector can adopt not only Actor-Network Theory, but also Structuration Theory to explain in both micro and macro contexts. Practical implications are given especially for developing countries in pursuing the rapid development process of Korean e-Government services. Keywords: Korean e-Government, Actor-Network Theory, Structuration Theory, Law, Standard, Relay system. Student ID Number: 2013-20463TABLE OF CONTENTS TABLE OF CONTENTS III LIST OF TABLES III LIST OF FIGURES IV CHAPTER 1 INTRODUCTION 1 CHAPTER 2 THEORETICAL BACKGROUND 5 2.1. Actor Network Theory 5 2.2 Limitations of Actor Network Theory 9 2.3. Structuration Theory 13 2.4 Standard 17 2.5 Technology Standard in Information System 19 CHAPTER 3 METHODOLOGY 23 CHAPTER 4 CASE: THE EVOLUTION OF KOREAN E-GOVERNMENT 25 4.1 Problematization (Establishment Stage: 1987 ~ 1996) 25 4.2 Domination (Promotion Stage: 1997 ~ 2002) 30 4.3 Enrollment (Advanced Stage: 2003 ~ 2009) 38 4.4 Moblization (Advanced Stage: 2010 ~ 2014) 46 CHAPTER 5 CONCLUSION 50 5.1 Findings 50 5.2 Implications and Limitations 52 REFERENCES 54 APPENDIX: PROCEDURE STANDARD IN KOREAN E-GOVERNMENT 65Maste

Process of change in organisations through eHealth

Foreword: On behalf of the Organizing Committee, it is my pleasure to welcome you to Hohenheim, Stuttgart for the 2nd International eHealth Symposium which is themed ?Process of change in organisations through eHealth?. Starting with the inaugural event in 2009, which took place in Turku, Finland, we want to implement a tradition of international eHealth symposia. The presentations and associated papers in this proceedings give a current and representative outline of technical options, application potentials, usability, acceptance and potential for optimization in health care by ICT. We are pleased to present a high-quality program. This year we convey a unique opportunity for academic researchers and industry practitioners to report their state-of-the-art research findings in the domain of eHealth. The symposium aims to foster the international community by gathering experts from various countries such as Australia, Great Britain, Finland and Germany. A first step is done by this symposium which considers this interaction and delivers an insight into current advances made and open research questions. The organizers would like to take the opportunity to thank all the people which made the Symposium possible. We are pleased if both attendance to the 2nd International eHealth Symposium 2010 and reading of this proceedings give you answers to urging questions, a basis for critical discussions, references on interesting tasks and stimulations for new approaches

Exploratory research into supply chain voids within Welsh priority business sectors

The paper reports the findings resulting from the initial stages of an exploratory investigation into Supply Chain Voids (SCV) in Wales. The research forms the foundations of a PhD thesis which is framed within the sectors designated as important by the Welsh Assembly Government (WAG) and indicates local supplier capability voids within their supply chains. This paper covers the stages of initial data gathering, analysis and results identified between June 2006 and April 2007, whilst addressing the first of four research questions. Finally, the approach to address future research is identified in order to explain how the PhD is to progress