Dynamic Capability Building through partnering: An Australian Mobile handset case Study

Dynamic capabilities are increasingly seen as an organisational characteristic for innovation and are regarded as a source of competitive advantage. In a quest for sustainability, service organisations are partnering with their stakeholders, and subsequently are aptly bringing innovation in services to market. Most of existing empirical research regarding dynamic capabilities seeks to define and identify specific dynamic capabilities, as well as their organizational antecedents or effects. Yet, the extent to which the antecedents of success in particular dynamic capabilities, contribute to innovation in service organisations remains less researched. This study advances the understanding of such dynamic capability building process through effective collaboration, and highlights the detailed mechanisms and processes of capability building within a service value network framework to deliver innovation in services. Deploying a case study methodology, transcribing interviews with managers and staff from an Australian telco and its partnering organisations, results show that collaboration, collaborative organisational learning, collaborative innovative capacity, entrepreneurial alertness and collaborative agility are all core to fostering innovation in services. Practical implications of this research are significant, and that the impacts of collaboration and the dynamic capabilities mentioned above are discussed in the context of a mobile handset case study

Mobile Users and Service Experience Developers

Customer Experiences have become increasingly important as well as challenging to differentiate and add value to products and services. Experiences play a particularly important role in the emerging field of service development and design, as value is cocreated by customers through their interactions with service providers resulting in a unique contextual outcome (Stuart and Tax 2004; Mager 2009). Services are relational and require shared knowledge and background between a company and its costumers (Verhoef, Lemon et al. 2009). Therefore it is considered more difficult to create valuable service experiences when the company is not present (Sandstrom, Magnusson et al. 2009; Verhoef, Lemon et al. 2009), and some authors advocate further research to create memorable service experiences through the design of new interactive applications, its interfaces and its specific mobility (R.S. Subramanya 2007). This research contributes to a better understanding of user’ experience requirements in mobile services and to improve its incorporation into New Service Development. This article reports the results of two qualitative studies that explored experiential factors in mobile services covering regular users of mobile services and designers/developers’perspectives. The first study involved in-depth interviews and focus groups with 25 users of mobile phone services, focusing on the experiential factors of a mobile loyalty service and analyzing existing services. The second study involved a sample of 82 individuals (mainly designers - 52, 6%), during a creative training course on innovation. Mental modelling supported the design of an imaginary mobile service interface through a codiscovery method. Following qualitative methods (Charmaz 2006), both studies were transcribed and analyzed to identify categories of service experience requirements. The analysis accomplishes a comparative assessment of the experiential factors identified by regular users as well as endorsed the identification of requirements influencing mobile service experiences from the designers’ perspective describing it with their own language code. The results of the study with mobile service users allowed for an in-depth understanding of the user experience, which are not strictly related to the design of the interaction device. According to study results, one of the most important factors influencing the mobile service experience is the interaction with service merchants, and the service environment in which the mobile service is used. This subject is relevant when people prefer some mobile systems due to factors such as emotional experiences that might play an important role in addition to functional aspects(Thüring 2007). Other factors such as ease use and its trade-off relationship with privacy, ease of learning, data usage, visualization, were also deemed important. The designers’ group also pointed out some of the experience factors already identified by users, such as ease of use and efficiency, but they paid much more attention to the functional and technological aspects surrounding mobile phones in comparison to the service characteristics. This fact may be a result of their professional backgrounds. This two-way analysis places two unlike approaches and as a result similarities and differences can be identified on how the service processes, and the way interface is used. Although the usability and performance factors are mentioned by both groups, designers do not address the contextual elements that have a strong influence in the overall customer experience, such as the service environment, the service process. This perspective has eased the understanding of the differences and priorities of experience in a mobile loyalty service according to developers and regular user’s perception. Furthermore it has helped to identify the service design elements that affect users and developers’ experiences, such as the interface and the service context of use, and to find their specific responsiveness to the interaction process. This points out to the need of a more collaborative approach from both stances. We believe that this work can contribute to increase this collaboration and therefore add value to service innovation. The New Service Development demands a good understanding of the user’s service experiences, as well as developers that must be aware of this complete service scope

Adopting Incremental Innovation Approaches in the Digitalization of Village Government Services

Although much research has established the importance of digitalization in public services, in practice, village governments responsible for village community services often obscure public perceptions about the potential impact on digital-based public services. This study aims to provide a more detailed picture of the incremental innovation approach in  the implementation of public services, especially the adoption of digital technology in  the delivery of village government service. This research is  a case study research that uses a qualitative research design. study results underline the importance of the incremental innovation approach. Digitalization impacts public perceptions about transparency, speed, and accountability; willingness to accept changes, especially changes in the use of mobile phones (mobile phones) as needed; and  resultant   social impact. Thus, study results are an invaluable input into the decision-making process related to public services.

Mobile Service Experience -­ a quantitative study

Incorporating Mobile service experiences into service design bring new challenges to service innovation and entails a consciousness of service specific characteristics in the mobile context. This is more relevant if we have in mind that these are customer – journeys with self-service situations. This paper presents the results of a quantitative study of mobile service experience. This quantitative study was based on a survey with users of a new mobile service for managing loyalty programs. Study results allow the identification of service experience dimensions. Based on this process a new measurement model is proposed for the customer experience factors and includes them into the design of new services. These results are important to understand the impact of some Mobile Experience factors on experience outcomes such as emotions, sensorial descriptors, attitudes, and social self-concept. Previous literature has conceptualized customer experience but empirical studies are still scarce. Helkkula (2011) charactherizes the service experience’s concept demonstrating the existence of empirical studies only as a outcome based. However, in order to better understand this concept, Verhoef et al. (2009) have developed a conceptual model that reveals the holistic influence of antecedents and moderators in the customer experience. Thus, in spite of its interest, complexity and distinctiveness the service experience and its research applied to mobile services, has not been made in-depth so far. Therefore, it is important to study Mobile service identifying its main dimensions so they can be incorporated into New Service Design. This study develops a scale to measure Mobile Service Experience (MSE). Starting from exploratory and qualitative study, a questionnaire was developed and administered to 241 customers around the world. Data analysis allowed the identification of six MSE dimensions: ‘Awareness’ is the extent to which the service is promoted to be known by the general public. ‘Availability’ is the extent to which the service is available and accessible. ‘Usefulness’ is the degree of service’s convenience through an overall experience perspective. ‘Ease of use’ is how the service is ‘ease to learn’ and how ‘appealing’ it is. ‘Security’ is the extent to which the service cares with ‘privacy of data’ and ‘trust’. ‘Service in store’ is the way service takes place in the store environment. This paper contributes as an empirical study of MSE showing that encompasses a broader set of experience factors. MSE dimensions influence the conception of mobile services; their consciousness will be a good contribution to New Service Development

Towards a ubiquitos government : the move to mobile services as perceived by the end user

University of Technology, Sydney. Faculty of Information Technology.Mobile technologies, by virtue of their pervasive and powerful existence, are relentlessly transforming the way in which people work and play as people become contactable anytime anywhere. Mobile devices are becoming indispensable tools of verbal and data communication at present, and will be even more essential to the following generations. The use of mobile technologies offers governments the possibility to render their services to the end users (constituents) in a more effective and efficient fashion. There are numerous factors that influence the effectiveness of government mobile services. These factors can be viewed from a few perspectives such as financial, administrative, social and technological; this research thoroughly analyses the end users’ perspective towards the effectiveness of mobile government services. Mobile government services are those services rendered to end users, be they citizens or businesses, through the use of mobile communication technology within the government administration. The main research question is what does ‘successful government mobile service’ mean to the end user? Both qualitative and quantitative methodologies are employed to establish the answer to this question. In order for such answer to be accomplished, an extensive review of the available literature was performed to highlight the research problem as the first step in the research process. Subsequently, experts in the fields of mobile government and electronic government were consulted through a web-based survey that also worked as an online interview as several participants were willing to undertake further discussions on the survey findings. The findings of this survey were aligned and compared with the outcomes of the literature review resulting in a useful classification of the mobile service success factors as well as pinpointing the barriers to such success. The following step was devising two mobile service effectiveness evaluation models which employed those classified success factors as evaluation metrics. These models formed the theoretical basis for a real-world survey, through which end-users’ opinions about their needs for mobile service were collected and analysed. Once these needs are fulfilled by the mobile service, satisfaction is reached, and, accordingly, these needs are considered as real success factors for the mobile service from the end-users’ perspective. According to those two mobile service effectiveness evaluation models, these success factors must satisfy one perspective, which is the end-users’ (citizens & businesses), from four perspectives: Citizens & Businesses, Operational & Internal Business, Innovation & Learning and Financial & Economic, if a comprehensive effectiveness evaluation is required. In order to build a realistic picture about the practical rendering of effective mobile services by local governments, (if there were any), the researcher selected three local Sydney councils to conduct a case study. The literature review, the experts and users surveys, as well as case studies have all contributed to a practical framework that represents a checklist for government mobile service providers to adopt and adapt according to their mobile services provisions. Accordingly, this study contributes with its outcomes, such as mGovernment theoretical management framework, and the devised effectiveness evaluation tools, to enrich this novel field of work and research; the field of mobile government services

Exploring pre-service teachers’ justifications for one-to-one technology use in schools: Implications for initial teacher education

peer-reviewedSet against the backdrop of a succession of educational technology policies in Ireland, influenced by international discourses, this study aimed to explore how Irish pre-service teachers justify the use of mobile technologies in schools. In order to achieve this, 23 pre service teachers were presented with a vignette that asked them to justify the use of a one-to one tablet initiative in school. The research found that pre-service teachers tended to justify the initiative, as they saw the increasing technification of schools and society as an inevitable process. In addition, they presented pragmatic reasons for using the technology rather than highlighting their educational/pedagogic value. This study points to the need to challenge pre-service teachers’ innovation-centric and techno-centric attitudes towards technology use. It also highlights the need for teacher educators, as a whole, to take a more active role in addressing this issue in teacher education programme

Bringing troubled water: quality of experience in a mobile media context

The ICT environment went through notable changes, which have had an irreversible and strong influence on both ICT innovation processes and the role of end-users. In this context, technology developers are increasingly expected to take users’ experiences with technology into account during the process of developing applications or frameworks. As technology is more and more embedded in users’ daily lives, they seek out those personalized values to satisfy their own, situational needs. As a result, a thorough insight in users’ expectations and experiences at various levels (both explicit and more latent) and in different contexts (eg. mobile) has become a crucial determinant for the successful development, introduction and adoption of new ICTs. To this end, our paper focuses on the increased importance of Quality of Experience (QoE). It provides a conceptual model for QoE and furthermore discusses the prevalent gap that still exists between QoE and Quality of Service (QoS). Our main objective is to present a new methodology for correlating user experience to QoS parameters. This methodology was tested in the context of an exploratory interdisciplinary study on QoE-measurement. This new approach goes beyond QoS-parameters and aims to also grasp the social and contextual dimensions of users’ experiences

A Study on the Effect of Quality Factors of Smartphone 5G Technology on the Reliability of Information and Communication Policy

This paper analyzes the effect of the characteristics of 5G services on users\u27 continuous intention to use, focusing on the technology acceptance model. With the start of the fourth industrial revolution in the 21st century, 5G is the best technology used in the Internet of Things, high-speed information and communication, artificial intelligence, big data, autonomous vehicles, virtual reality, augmented reality, robots, nanotechnology, and blockchain. The technical characteristics of 5G ultra-high-speed information communication are represented by ultra-high speed, ultra-high capacity, ultra-low delay, and ultra-high connectivity. 5G mobile communication technology is essential, and after the technology provided by 5G services is commercialized, it can play all its roles as a practical core new growth engine. 5G mobile communication (hereinafter referred to as 5G) is far superior to LTE, which is a 4G mobile communication, in terms of transmission speed, waiting time, and terminal capacity. 5G service is not just an axis of the process of developing mobile communication technology, but also the creation of innovative corporate value of technology. This is because higher network quality and innovation with 5G service technology will improve perceived usability, perceived ease of use, and perceived entertainment, which will ultimately have a positive impact on users\u27 intention to use 5G services. Therefore, due to the lack of investment in information and communication bases, platforms, and applications, this paper can be used as the basis for establishing government policies

Sentiment Analysis of BNI Mobile Application Using The K-Nearest Neighbor Algorithm (KNN) With Particle Swarm Optimization (PSO) Feature Selection

Analysis sentiment is field studies analyze opinions, sentiments, evaluations, attitudes and emotions to entity like products, services, organizations, individuals, issues, events, films and topics. Sentiment analysis first succeed used previously in various fields, such as movie ratings, service ratings, product ratings, etc. and recently This get popularity in the field economy especially on e- commerce applications. Moment This industry banking do various innovation finance that is shift their focus from banking traditional to banking based technology for fulfil need customers as well as For increase Power competitive. Mobile banking is one of them from innovation that. Response in use of this mobile banking application enter every the day with amount response as much hundreds so that response the difficult For sorted become responses included positive or including negative response. Study This using private data which is comment BNI Mobile banking application in the application laystore. Existing data Then will be done preprocessing with do a number of stages, ie started from tokenization, stemming, stopword removal and Term Frequency Inverse Document Frequency (TF-IDF) was carried out. Initial process carried out in classification is accept input comment data then the preprocessing process is carried out, then included in the classification model, method classification used is K-Nearest Neighbor with particle swarm optimization Optimization and finally is the results issued is accuracy from method used. After That researcher do optimization use one algorithm optimization namely PSO with combine with KNN or called KNN-PSO gain accuracy of 92.33% or only has an error of 7.67%. If seen from the amount of data is successful do classification as many as 277 data, in meaning only has 23 errors or missing data succeed classified with good

Diffusion of mobile phones in Portugal: unexpected success?

This paper begins with a somewhat paradoxical situation: Portugal is one of the less innovative countries within the European Union by most innovation indicators but, simultaneously, it is a leading country in the diffusion of mobile phones. The remarkable evolution of the mobile telecommunications sector over the last 15 years turns the issue a little more intriguing. This paper addresses the diffusion of mobile phones in Portugal and focuses particularly on the take-off stage, which signalled a sudden change in the pattern of diffusion. The introduction of an innovation – prepaid cards – explains most of the change in the diffusion curve occurred around 1996 and the subsequent increase in the penetration rate. Prior known research has not considered pre-paid cards an important determinant of mobile phone diffusion, but pre-paid services had an enormous impact on the rate of adoption of mobile phones in many countries and it is the major take-off determinant of mobile phone diffusion in Portugal. The time lag between the launching of this innovation in Portugal and its adoption by other EU countries explains why Portugal not just caught up with the EU average mobile phone penetration rate around 1996, but moved ahead of it from then on