Service Failure-Recovery In Online Shops In Iran

Present article focuses on service failure and recovery in the online shops in Iran. The article investigates interaction between service failure and online shops readiness for service recovery and resulting impact on customer reaction. The data was collected by an e-questionnaire from 615 Iranian online shoppers. The findings suggest, although many online shops are severely breaching few fundamental business principles, defection is not happening as vast as in other similar studies. Furthermore, winning the customers back via service recovery seems to be depended rather on the process than the outcome of service recovery, which is very similar to the findings of another study in Chinese environment. Discussion of the findings suggests the researchers and managers to be conscious of the possible impact of the culture and environment on customer’s responses to service failure and service recovery states

Employee Education, Information and Communication Technology, Workplace Organization and Trade: A Comparative Analysis of Greek and Swiss Enterprises

This paper aims at investigating empirically at the firm level the effect of the use of modern information and communication technologies (ICT), and also of two other factors, the adoption of new forms of workplace organization and trade (export) activities, on the demand for employees with different levels of (vocational) education. The study is based on firm-level data collected through a common questionnaire from firms' samples of similar composition (concerning firm sizes and industries) in Greece and Switzerland; from these data econometric models of similar specification have been constructed for both countries. The results of multivariate analysis show that the intensive use of ICT correlates positively with the employment shares of high-educated personnel and negatively with the ones of the loweducated personnel. These findings are consistent with the hypothesis of skill-biased technical change. Further, the intensive use of employee voice-oriented organizational practices correlates positively with the employment shares of high-educated employees in both countries, and also negatively with the employment share of low-educated ones only for the Swiss firms. The results for the work design organizational practices are more ambiguous. Thus, there is only partial confirmation of the hypothesis of skilled-biased organizational change. Finally, we found some evidence in favour of the trade effect (export activities) only for the Swiss firms. Our results show both similarities and differences in the above aspects between Greece and Switzerland and indicate that national context characteristics affect the relationship of the demand for employees with different levels of (vocational) education with ICT use, adoption of new forms of workplace organization and trade

A framework for e-government planning and implementation

Nowadays, Information Technology (IT) allows governments to serve citizens in a more timely, effective and cost-efficient way. As many public sector organisations are either planning for or implementing major Electronic Government (e-government) projects, there is a growing need to understand what factors should be considered for successful planning. This paper proposes that the e-government needs to be planned by a holistic view to reduce the associated risks and prevent extra wastage of time and money. The scope of this research is Iran. In this regard, we identified and discussed 30 key strategic factors and elaborately included them in a framework for successful implementation of e-government.No Full Tex

PROMETHEE: A comprehensive literature review on methodologies and applications

In recent decades, several Multi-Criteria Decision Aid (MCDA) methods have been proposed to help in selecting the best compromise alternatives. In the meantime, the PROMETHEE (Preference Ranking Organization Method for Enrichment Evaluations) family of outranking methods and their applications has attracted much attention from academics and practitioners. In this paper, a classification scheme and a comprehensive literature review are presented in order to uncover, classify, and interpret the current research on PROMETHEE methodologies and applications. Based on the scheme, 217 scholarly papers from 100 journals are categorized into application areas and non-application papers. The application areas include the papers on the topics of Environment Management, Hydrology and Water Management, Business and Financial Management, Chemistry, Logistics and Transportation, Manufacturing and Assembly, Energy Management, Social, and Other Topics. The last area covers the papers published in several fields: Medicine, Agriculture, Education, Design, Government and Sports. The scholarly papers are also classified by (1) year of publication, (2) journal of publication, (3) authors' nationality, (4) PROMETHEE as applied with other MCDA methods, and (5) PROMETHEE as applied with GAIA (Geometrical Analysis for Interactive Aid) plane. It is hoped that the paper can meet the needs of researchers and practitioners for easy references of PROMETHEE methodologies and applications, and hence promote the future of PROMETHEE research.MCDA PROMETHEE GAIA Literature review Application areas Outranking

Effective hybrid recommendation combining users-searches correlations using tensors

Most recommendation methods employ item-item similarity measures or use ratings data to generate recommendations. These methods use traditional two dimensional models to find inter relationships between alike users and products. This paper proposes a novel recommendation method using the multi-dimensional model, tensor, to group similar users based on common search behaviour, and then finding associations within such groups for making effective inter group recommendations. Web log data is multi-dimensional data. Unlike vector based methods, tensors have the ability to highly correlate and find latent relationships between such similar instances, consisting of users and searches. Non redundant rules from such associations of user-searches are then used for making recommendations to the users

Service failure-recovery in online shops in Iran

Present article focuses on service failure and recovery in the online shops in Iran. The article investigates interaction between service failure and online shops readiness for service recovery and resulting impact on customer reaction. The data was collected by an e-questionnaire from 615 Iranian online shoppers. The findings suggest, although many online shops are severely breaching few fundamental business principles, defection is not happening as vast as in other similar studies. Furthermore, winning the customers back via service recovery seems to be depended rather on the process than the outcome of service recovery, which is very similar to the findings of another study in Chinese environment. Discussion of the findings suggests the researchers and managers to be conscious of the possible impact of the culture and environment on customer's responses to service failure and service recovery states.Godkänd; 2008; 20080911 (hakan_p);License fulltext:  CC BY</p

Service failure-recovery in online shops in Iran

Present article focuses on service failure and recovery in the online shops in Iran. The article investigates interaction between service failure and online shops readiness for service recovery and resulting impact on customer reaction. The data was collected by an e-questionnaire from 615 Iranian online shoppers. The findings suggest, although many online shops are severely breaching few fundamental business principles, defection is not happening as vast as in other similar studies. Furthermore, winning the customers back via service recovery seems to be depended rather on the process than the outcome of service recovery, which is very similar to the findings of another study in Chinese environment. Discussion of the findings suggests the researchers and managers to be conscious of the possible impact of the culture and environment on customer's responses to service failure and service recovery states.Godkänd; 2008; 20080911 (hakan_p);License fulltext:  CC BY</p

The intervening role of infrastructures in e-learning performance

Although many researchers have studied different factors which affect E-Learning performance, there is little research on assessment of the intervening role of infrastructures in E-Learning performance. This study proposes a conceptual model to determine the role of infrastructures in the relationship between E-Learning factors and performance. A questionnaire was completed by 96 respondents. This sample consists of teachers at Tehran high schools who are utilizing a technology-based educating method. Hierarchical regression analysis is done and its results strongly support the appropriateness of the proposed model and prove that infrastructure plays a moderating role in the relationship between E-Learning factors and performance. Also latent moderated structuring (LMS) technique and MPLUS3 software are used to determine each variable's ranking. Results show that organizational infrastructure has the most important effect on E-Learning performance and teacher is the most important factor in E-Learning. © 2011 Springer-Verlag