167,546 research outputs found

    Technology Empowered Real-Time Service.

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    Real-time service has gained higher importance as part of the digital competitiveness of brands. This has followed the establishment of social media as an engagement mechanism that supports consumer experience by bridging consumer expectations and brand performance in real time. The ubiquity of social media’s constant connectivity has led to the increasing demand of instant gratification. Consumers not only demand brands to provide a personalised response, but also expect them to reply instantly ‘now’. This exploratory research aims to identify how brands leverage social media and technology to enhance consumer experience in real-time. Data collection was conducted in two research stages. First an in-depth case study of Marriott M Live and then multiple case studies of four best-practice companies. Real-time data monitoring and engagement can support organisations to eliminate problems before they escalate, enhance customer experience and also take advantage of upselling opportunities. This study concludes with a real-time service competitive advantage conceptual framework. The findings suggest that the integration of real-time listening and monitoring in conjunction with highly contextual delivery become crucial tools for enhancing brands competitiveness

    Business rules based legacy system evolution towards service-oriented architecture.

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    Enterprises can be empowered to live up to the potential of becoming dynamic, agile and real-time. Service orientation is emerging from the amalgamation of a number of key business, technology and cultural developments. Three essential trends in particular are coming together to create a new revolutionary breed of enterprise, the service-oriented enterprise (SOE): (1) the continuous performance management of the enterprise; (2) the emergence of business process management; and (3) advances in the standards-based service-oriented infrastructures. This thesis focuses on this emerging three-layered architecture that builds on a service-oriented architecture framework, with a process layer that brings technology and business together, and a corporate performance layer that continually monitors and improves the performance indicators of global enterprises provides a novel framework for the business context in which to apply the important technical idea of service orientation and moves it from being an interesting tool for engineers to a vehicle for business managers to fundamentally improve their businesses

    Foundation technology for developing an autonomous Complex Dwell-time Diagnostics (CDD) Tool

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    © 2015 ATRF, Commonwealth of Australia. All rights reserved. As the demand for rail services grows, intense pressure is placed on stations at the centre of rail networks where large crowds of rail passengers alight and board trains during peak periods. The time it takes for this to occur — the dwell-time — can become extended when high numbers of people congest and cross paths. Where a track section is operating at short headways, extended dwell-times can cause delays to scheduled services that can in turn cause a cascade of delays that eventually affect entire networks. Where networks are operating at close to their ceiling capacity, dwell-time management is essential and in most cases requires the introduction of special operating procedures. This paper details our work towards developing an autonomous Complex Dwell-time Diagnostics (CDD) Tool — a low cost technology, capable of providing information on multiple dwell events in real time. At present, rail operators are not able to access reliable and detailed enough data on train dwell operations and passenger behaviour. This is because much of the necessary data has to be collected manually. The lack of rich data means train crews and platform staff are not empowered to do all they could to potentially stabilise and reduce dwell-times. By better supporting service providers with high quality data analysis, the number of viable train paths can be increased, potentially delaying the need to invest in high cost hard infrastructures such as additional tracks. The foundation technology needed to create CDD discussed in this paper comprises a 3D image data based autonomous system capable of detecting dwell events during operations and then create business information that can be accessed by service providers in real time during rail operations. Initial tests of the technology have been carried out at Brisbane Central rail station. A discussion of the results to date is provided and their implications for next steps

    Conversation-analysis (CA) as a tool for exploring interaction in an online video-conferencing based support service

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    Purpose: Around 60% of people with dementia in the UK live at home. The experience of caring for a family member with dementia can be rewarding and positive, but it can also be significantly stressful. Current healthcare policy is encouraging greater provision to support family carers. Along with respite-care, day-care and support group-based initiatives, there has also been a focus on developing dementia-specific communication training. Approach: We outline a new initiative ‘Empowered Carers’ which is being piloted in the North of England. Empowered Carers is an online support and communication training service for family carers who are caring for someone with dementia at home. It utilises online video conference-calling technology to connect carers with support workers, and also allows for simultaneous interactions involving other family members. A central tenet of the approach is a theoretically grounded support model, based on the concept of mentalisation. Findings: We describe the background to Empowered Carers, and how a conventional evaluation strategy for the initiative is being used alongside a socio-linguistic approach (Conversation Analysis – CA). This aims to provide empirical evidence about how the assimilation of mentalisation is reflected in the structuring of speech patterns in carers during support sessions. Value: We explain the CA method, how it has been applied to similar talk-based therapeutic settings, and why its ability to explore sequential linguistic patterns across extremely large data-sets is particularly suited to studying interaction in emerging online arenas. Keywords: Conversation Analysis (CA); carer support; Video-conferencing; real-time online support services; mentalisation; family carers; dementia

    Talking to the Empowered Consumer Dealing with the Shift of Power

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    The concept of the empowered consumer cannot be considered as a field of exact scientific research yet. Nevertheless, it has become part of scholars’ interest and gains more and more importance in the research of organisational relationships with customers. It is suggested that two influencing criteria are especially at the forefront: The emergence of the Internet, which effected that barriers to collect and to disseminate information across boundaries were decisively reduced. As a consequence consumers could organise globally and collect and exchange information and experiences about organisations and their products. Furthermore, flexible interactivity between companies and consumers, but particularly from consumers to consumers enable direct interaction changing many previously established rules of doing business. Due to these new opportunities new business models developed and the proposition is that intangible values such as reputation gained even more importance and influence tangible outcomes. Suggestions are that 1.), this concept links communication, corporate behaviour and legitimacy of activities influencing reputation as a driver of value. 2.), reputation as a corporate asset can be managed but it is beyond the pure control of an organisation. 3.), reputation is part of public perception, which an organisation has to build, maintain and expand depending on communicative abilities and willingness to accept consumers as a centre of power. The following discussion will present Grunig et al.’s communication model explaining changed organisational challenges. It is put forward as a framework for marketing for times in which online opportunities added to the earlier b2b and b2c models c2c and P2P considerations and architectures. The annual studies of the market research institute puls undertaking regular representative research among German consumers since November 2005 will present evidence for the relationship of improved prices, which may be achieved, and the perception a firm possesses. This paper deals mostly with German examples and data, but the hypothesis is that a) the general situation in other Western countries is alike, but needs b) specific additional research, since cultural differences are expected to have a considerable influence, especially when criteria such as individualist and collectivist organisation of society and high and low context communication styles are involved. Hence, the results of the same study in different countries are therefore expected to present some variation. Additionally, the Cluetrain Manifesto challenges corporate behaviour of those companies still believing to have the ability to control information disseminated by and written about it. Examples provided will support the hypothesis that powerful consumers may have significant impact on organisational behaviour, decision-making and outcomes. Keywords: Empowered Consumer Concept, Symmetric Two-way communication, Reputation, c2c, P2

    Harnessing Technology: new modes of technology-enhanced learning: a case study series

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    This report presents the outcomes and conclusions from a series of 18 case studies exploring the innovative use of technology for learning and teaching using new modes of technology

    Customer empowerment in tourism through Consumer Centric Marketing (CCM)

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    We explain Consumer Centric Marketing (CCM) and adopt this new technique to travel context. Benefits and disadvantages of the CCM are outlined together with warnings of typical caveats Value: CCM will be expected as the norm in the travel industry by customers of the future, yet it is only the innovators who gain real tangible benefits from this development. We outline current and future opportunities to truly place your customer at the centre and provide the organisation with some real savings/gains through the use of ICT Practical Implications: We offer tangible examples for travel industry on how to utilise this new technology. The technology is already available and the ICT companies are keen to establish ways how consumers can utilise it, i.e. by providing ‘content’ for these ICT products the travel industry can fully gain from these developments and also enhance consumers’ gains from it. This can result in more satisfied customers for the travel (as well as ICT) companies thus truly adopting the basic philosophy of marketin

    Clinical governance, education and learning to manage health information

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    Purpose – This paper aims to suggest that the concept of clinical governance goes beyond a bureaucratic accountability structure and can be viewed as a negotiated balance between imperfectly aligned and sometimes conflicting goals within a complex adaptive system. On this view, the information system cannot be separated conceptually from the system of governance it supports or the people whose work it facilitates or hinders. Design/methodology/approach – The study, located within the English National Health Service (NHS) between 1999 and 2005, is case study based using a multi method approach to data collection within two primary care organisations (PCOs). The research strategy is conducted within a social constructionist ontological perspective. Findings – The findings reflect the following broad-based themes: mutual adjustment of a plurality of stakeholder perceptions, preferences and priorities; the development of information and communication systems, empowered by informatics; an emphasis on education and training to build capacity and capability. Research limitations/implications – Limitations of case study methodology include a tendency to provide selected accounts. These are potentially biased and risk trivialising findings. Rooted in specific context, their generalisability to other contexts is limited by the extent to which contexts are similar. Reasonable attempts were made to minimise any bias. The diversity of data collection methods used in the study was an attempt to counterbalance the limitations highlighted in one method by strength from alternative techniques. Practical implications – The paper makes recommendations in two key governance areas: education and learning to manage health information. In practice, the lessons learned provide opportunities to inform future approaches to health informatics educational programmes. Originality/value – With regard to topicality, it is suggested that many of the developmental issues highlighted during the establishment of quality improvement programmes within primary care organisations (PCGs/PCTs) are relevant in the light of current NHS reforms and move towards commissioning consortia

    Infusing Problem-Based Learning (PBL) Into Science Methods Courses Across Virginia

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    This article outlines the results of a collaborative study of the effects of infusing problem-based learning (PBL) into K-12 science methods courses across four universities in Virginia. Changes in pre-service teachers\u27 attitudes surrounding science teaching were measured before and after completing a science methods course in which they experienced PBL first-hand as participants, and then practiced designing their own PBL units for use in their future classrooms. The results indicate that exposure to PBL enhances pre-service teachers\u27 knowledge of inquiry methods and self-efficacy in teaching science
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