Multi-channel customer management: A case study in Egypt

Channel management is one CRM systems component much influenced by the behaviour of customers in relation to the implementation and use of channel management CRM component. The consumers’ behaviours, preferences, perceptions and expectations are crucial for the implementation and use of channel management. Customers’ contact with the organization’s multi-channels can occur at several touch points through out customer lifecycle. Customers’ behaviours may be differentiated according to the individual or micro level, but it might also differ at an ecological or macro level of analysis (Ramaseshan et al., 2006). In this paper the author has conducted a case study in Egypt to analyze customers’ behaviours at a macro level and customers channel choices, through out the customer lifecycle. The author has used a Structurational Analysis model (Ali and Brooks, 2008) to identify the cultural factors (Ali, et al. 2008) that influence the multi-channel customer management in Egypt

Cultural aspects of multi-channel customer management: a case study in Egypt

Channel management is one CRM systems component much influenced by the behaviour of customers in relation to the implementation and use of channel management CRM component. The consumers’ behaviours, preferences, perceptions and expectations are crucial for the implementation and use of channel management. Customers’ contact with the organization’s multi-channels can occur at several touch points through out customer lifecycle. Customers’ behaviours may be differentiated according to the individual or micro level, but it might also differ at an ecological or macro level of analysis (Ramaseshan et al., 2006). In this paper the author has conducted a case study in Egypt to analyze customers’ behaviours at a macro level and customers channel choices, through out the customer lifecycle. The author has used a Structurational Analysis model (Ali and Brooks, 2008) to identify the cultural factors (Ali, et al. 2008) that influence the multi-channel customer management in Egypt

Embracing self service technology for hotel productivity growth

This paper explores the various ways in which self-service technology (SST), if employed by the hotel industry, can actually contribute to the productivity growth in Singapore. The study provides an understanding of customer’s technology acceptance and readiness by utilizing the two widely extended and accepted approaches, Technology Readiness Index (TRI) and Technology acceptance model (TAM). The study also evaluated the four common self-service technology channels: electronic kiosks, the Internet, mobile devices, and the telephone applications. From an investigation on past studies, it is found that Singapore is receptive to self-service technology. Self-service technology thus could bring a highly respectable return on investment (ROI) to the Singapore’s hotel industry, as illustrated by ROI models in this paper. Moreover, hotels could leverage on a number of Singapore’s government funding to optimize their investment on SST. With the government’s master plan (iN2015) platform to realize the intelligent nation by 2015, hotels could benefit from the self service technology features that this platform is offering. Various avenues to ride on this platform and recommendations are featured

ENHANCING RURAL PUBLIC TRANSPORT ACCESSIBILITY THROUGH IMPLEMENTING A SMART SCAN-ON M-TICKETING SOLUTION: : A UNITED KINGDOM CASE STUDY APPROACH WITHIN RURAL DEREGULATED ENVIRONMENTS

Scott Copsey, Sue Walsh, Liam Fassam, Richard Southern, ‘Enhancing Rural Public Transport Accessibility Through Implementing a Smart Scan-on M Ticketing Solution: A United Kingdom Case Study Approach Within Rural Deregulated Environments’, paper presented at the European Transport Conference, Barcelona, Spain, 5-7 October, 2016.The aim of this paper is to demonstrate how two UK Local Authorities (Hertfordshire and Northamptonshire), the two Universities of Hertfordshire and Northampton and public transport providers have worked in partnership to develop a smart scan-on m-ticketing solution, that integrates into a wider ‘smart city’ solution delivering social good through connected value propositions. Based on the initial success of a Hertfordshire pilot, a specific objective of this work is to establish smart integrated multi-operator/modal solutions. This pilot is subsequently being collaboratively expanded upon, through the UK Department for Transport funded ‘Network Northamptonshire Total Transport’ initiative, a transformative project to improve connectivity, integration and accessibility for rural transport networks. This forms part of the recently signed ‘Heart of England’ economic tri-county alliance agreement, which aims to work collaboratively across three local authority regions (Buckinghamshire, Oxfordshire and Northamptonshire), consolidating £3bn of spending. This provides a further future platform for innovative transport solutions being rolled out across wider geographical areas. The initial Hertfordshire demonstrator pilot project explored how a ‘smart’ m-ticketing platform could provide a sustainable financial business model for implementing ticketing solutions for small and medium bus operators within rural Shires, outside of large urban settings. This unique project was the first scan-on bus mobile ticket product used in the UK (outside of London). It offers a partnership model and governance structure for local authorities, commercial operators and other stakeholders with an interest in integrated sustainable transport to take forward, and leads to the possibility of new, socially innovative models for procuring and delivering transport solutions. Initial user reactions have been positive, generating large digital data sets, analysis of which indicates rapid user uptake in comparison to other schemes. This data enables detailed analysis such as precise user geo-spatial distribution, supporting targeted marketing and route-specific promotions to encourage further service uptake. A critical success factor of the project was to target a reduction of on-bus cash handling by five per cent within the first 12 months. This would aid in reducing bus loading times, improve reliability and operator efficiencies. After an initial 16 month operational use, uptake growth in excess of 7 per cent of total revenue has been achieved, on specific routes the transfer to m-ticket has exceeded 12 per cent, with targets of 10 per cent of total cash to mobile conversion predicted by the middle of 2017, likely to be realised. The effectiveness of marketing campaigns, technical development aspects and implementation issues will be reported. These projects have a wider context. Public transport services in rural areas in England are deregulated, and have at present no effective statutory backing or ring-fenced funding. As a result, with reductions in funding to local authorities, funding for non-commercial bus services is being sharply reduced and many authorities are proposing to cease all funding for local bus services (Campaign for Better Transport, 2016). These projects may offer alternative cost-effective ways of providing local transport services in non-metropolitan areas, and thus provide the potential for unique future research opportunities. These include understanding the uptake of smart multi-modal solutions in rural areas to improve accessibility and connectivity through enhanced services for new users and for those with restricted or reduced mobility networks, whilst also offering efficiencies for operators. This research has added importance, because the UK Government is proposing legislation on bus services in England, which would confer significant extra powers on local authorities to intervene in the bus market in various ways. These projects may act as pathfinders for the use of these powers in non-metropolitan areas. Structures supporting a partnership approach involving all those with an interest in public transport are a critical part of improving rural connectivity and accessibility. Through the experience of establishing quality partnership models in Hertfordshire, this paper will go on to detail the subsequent work now underway developing a Social Enterprise model involving local government, universities, operators, health and education services in Northamptonshire, which will form the basis of the transformation of rural integrated sustainable transport delivery.Non peer reviewedSubmitted Versio

The scope of using Information & Communication Technologies (ICT’s)For the development of Emerging Economies like India

It was felt that there is a need to carry out a study on some innovative ICT platforms so that I could learn about the benefits of the ICT initiatives in rural areas. The emphasis was to examine whether the community people benefited from these project initiatives. Though the benefits of ICT platforms have been generally stated, specific assessments have not been made. It has been proved at the global level that ICT can help in poverty reduction in number of ways. The purpose of this study was to evaluate the innovative applications of ICT in rural development. The synopsis, being an information technology related topic and a global issue as well, focuses a on the ongoing ICT practices for Development going on, with more emphasis on the projects in Gujarat and some review about National and Global projects as well. The study can prove to be a manual for even a layman to understand the facts, utilities and revolution that can be brought about by the said title. As a result, some chapters revolve around the practices going on world over and give a detailed look at the practices being initiated in India

Information and communication Technology and Poverty: An Asian Perspective

The emergence of Information and Communication Technologies (ICTs), in particular the Internet, has generated new enthusiasms about the development prospects for poor economies. Many now think that new technologies can provide a faster route to better livelihoods and improved quality of life than the one afforded by the standard process of industrialization. The opposing view holds that the focus on ICTs will detract attention from the more fundamental task of addressing the basic problems of economic developmentICT; poverty; growth

Incorporated citizens: multinational high-tech companies and the BoP

In this article, I examine HP’s e-Inclusion program and its implementation in India to show how the high-tech industry’s efforts to alleviate poverty profitably are guided by C. K. Prahalad’s ideas about the Bottom of the Pyramid (BoP), and are framed as digital corporate citizenship activities. While the BoP highlights the importance of new markets for high-tech companies, the discourse of digital corporate citizenship creates an enabling environment in which transnational high-tech companies can gain political access to new consumers at the BoP. The resulting digital corporate citizenship/BoP nexus leads to the extension of governments’ bureaucratic reach and the formation of electronic entrepreneurs

Developmental Impact Analysis of an ICT-Enabled Scalable Healthcare Model in BRICS Economies

This article highlights the need for initiating a healthcare business model in a grassroots, emerging-nation context. This article’s backdrop is a history of chronic anomalies afflicting the healthcare sector in India and similarly placed BRICS nations. In these countries, a significant percentage of populations remain deprived of basic healthcare facilities and emergency services. Community (primary care) services are being offered by public and private stakeholders as a panacea to the problem. Yet, there is an urgent need for specialized (tertiary care) services at all levels. As a response to this challenge, an all-inclusive health-exchange system (HES) model, which utilizes information communication technology (ICT) to provide solutions in rural India, has been developed. The uniqueness of the model lies in its innovative hub-and-spoke architecture and its emphasis on affordability, accessibility, and availability to the masses. This article describes a developmental impact analysis (DIA) that was used to assess the impact of this model. The article contributes to the knowledge base of readers by making them aware of the healthcare challenges emerging nations are facing and ways to mitigate those challenges using entrepreneurial solutions

An explorative study of the synergy between social enterprises and local micro-entrepreneurs in the provision of off-grid clean energy access

Alleviating energy poverty requires innovative and sustainable business models for delivering energy access. Social enterprises have entered off-grid clean energy access markets, pioneering innovative energy access business models, many of which involve the participation of local micro-entrepreneurs. This research study explores the synergy between social enterprises and local micro-entrepreneurs, specifically in terms of the business models used to incorporate local micro-entrepreneurs into off-grid clean energy value chains and the stages of the value chain in which the local micro-entrepreneurs participate. It furthermore identifies key enabling enterprise ecosystem conditions. A qualitative research methodology and a multiple case study design was used. The sample consisted of 11 respondents, selected through purposive sampling. A semi-structured interview served as the primary data collection instrument and a thematic within-case and cross-case analysis was carried out. This research study represents a pioneering effort, contributing to a growing body of knowledge on innovative participatory business models for energy access

Privacy and Security in Multi-User Health Kiosks

Enforcement of the Health Insurance Portability and Accountability Act (HIPAA) and the Health Information Technology for Economic and Clinical Health Act (HITECH) has gotten stricter and penalties have become more severe in response to a significant increase in computer-related information breaches in recent years. With health information said to be worth twice as much as other forms of information on the underground market, making preservation of privacy and security an integral part of health technology development, rather than an afterthought, not only mitigates risks but also helps to ensure HIPAA and HITECH compliance. This paper provides a guide, based on the Office for Civil Rights (OCR) audit protocol, for creating and maintaining an audit checklist for multi-user health kiosks. Implementation of selected audit elements for a multi-user health kiosk designed for use by community-residing older adults illustrates how the guide can be applied.