Integrating customer relationship management strategies in (B2C) e-commerce environments

Creating value and generating a total customer experience(TCE ) is important for E -Commerce in order to attract customers. However, with increasing competition in the marketplace, it is becoming increasingly difficult to retain customers. E-Commerce, therefore, should focus on continuously providing value to the customers to build long-term relationships and reduce customer defections. We have evaluated five E -Banking sites from the UK finance industry and have shown that an organisation whose Web site is usable in HCI terms (that satisfies the Web Design heuristics / E -Commerce guidelines) might not always generate a TCE . It is important that along with usability heuristics, customer relationship management (CRM) strategies are integrated into the design of E-Commerce sites. In this paper, we have applied the service quality (SERVQUAL ) framework from the relationship marketing literature for deriving customer relationship enhancing heuristics which can be integrated into the design of E -Commerce environments

Challenges for the comprehensive management of cloud services in a PaaS framework

The 4CaaSt project aims at developing a PaaS framework that enables flexible definition, marketing, deployment and management of Cloud-based services and applications. The major innovations proposed by 4CaaSt are the blueprint and its lifecycle management, a one stop shop for Cloud services and a PaaS level resource management featuring elasticity. 4CaaSt also provides a portfolio of ready to use Cloud native services and Cloud-aware immigrant technologies

Co-creation and user innovation: The role of online 3D printing platforms

The aim of this article is to investigate the changes brought about by online 3D printing platforms in co-creation and user innovation. As doing so requires a thorough understanding of the level of user involvement in productive processes and a clear view of the nature of co-creative processes, this article provides a ‘prosumption’ framework and a typology of co-creation activities. Then, based on case studies of 22 online 3D printing platforms, a service-based taxonomy of these platforms is constructed. The taxonomy and typology are then matched to investigate the role played by online 3D platforms in regard to the various types of co-creation activities and, consequently, how this impacts user innovation

Towards an open cloud marketplace: vision and first steps

As one of the most promising, emerging concepts in Information Technology (IT), cloud computing is transforming how IT is consumed and managed; yielding improved cost efficiencies, and delivering flexible, on-demand scalability by reducing computing infrastructures, platforms, and services to commodities acquired and paid-for on-demand through a set of cloud providers. Today, the transition of cloud computing from a subject of research and innovation to a critical infrastructure is proceeding at an incredibly fast pace. A potentially dangerous consequence of this speedy transition to practice is the premature adoption, and ossification, of the models, technologies, and standards underlying this critical infrastructure. This state of affairs is exacerbated by the fact that innovative research on production-scale platforms is becoming the purview of a small number of public cloud providers. Specifically, the academic research communities are effectively excluded from the opportunity to contribute meaningfully to the evolution not to mention innovation and healthy mutation of cloud computing technologies. As the dependence on our society and economy on cloud computing increases, so does the realization that the academic research community cannot be shut out from contributing to the design and evolution of this critical infrastructure. In this article we provide an alternative vision that of an Open Cloud eXchange (OCX) a public cloud marketplace, where many stakeholders, rather than just a single cloud provider, participate in implementing and operating the cloud, thus creating an ecosystem that will bring the innovation of a broader community to bear on a much healthier and more efficient cloud marketplace

IDMoB: IoT Data Marketplace on Blockchain

Today, Internet of Things (IoT) devices are the powerhouse of data generation with their ever-increasing numbers and widespread penetration. Similarly, artificial intelligence (AI) and machine learning (ML) solutions are getting integrated to all kinds of services, making products significantly more "smarter". The centerpiece of these technologies is "data". IoT device vendors should be able keep up with the increased throughput and come up with new business models. On the other hand, AI/ML solutions will produce better results if training data is diverse and plentiful. In this paper, we propose a blockchain-based, decentralized and trustless data marketplace where IoT device vendors and AI/ML solution providers may interact and collaborate. By facilitating a transparent data exchange platform, access to consented data will be democratized and the variety of services targeting end-users will increase. Proposed data marketplace is implemented as a smart contract on Ethereum blockchain and Swarm is used as the distributed storage platform.Comment: Presented at Crypto Valley Conference on Blockchain Technology (CVCBT 2018), 20-22 June 2018 - published version may diffe

Survey on Additive Manufacturing, Cloud 3D Printing and Services

Cloud Manufacturing (CM) is the concept of using manufacturing resources in a service oriented way over the Internet. Recent developments in Additive Manufacturing (AM) are making it possible to utilise resources ad-hoc as replacement for traditional manufacturing resources in case of spontaneous problems in the established manufacturing processes. In order to be of use in these scenarios the AM resources must adhere to a strict principle of transparency and service composition in adherence to the Cloud Computing (CC) paradigm. With this review we provide an overview over CM, AM and relevant domains as well as present the historical development of scientific research in these fields, starting from 2002. Part of this work is also a meta-review on the domain to further detail its development and structure

Back to the Future: The Managed Care Revolution

The evolution to a managed care system did not achieve the complete, fundamental change in the health care delivery system that was envisioned by some of its early proponents. As the managed care movement evolved beyond the prepaid group practice model, it focused primarily on methods used to spread the cost of health care services

Sentara Healthcare: A Case Study Series on Disruptive Innovation Within Integrated Health Systems

Examines how integration and ties with health plans, physicians, and hospitals helped protect against revenue volatility and enabled experimentation; factors that facilitate integration; innovative practices; lessons learned; and policy implications