Emerging issues in after-sales enterprise information technology support using web-based Self-service systems

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Enabling the transfer of information technology support knowledge to enterprise customers using web-based self-service systems : critical success factors from the support organisation perspective

This paper explores critical success factors (CSFs) in the transfer of after-sales information technology (IT) support knowledge from IT product and service firms that provide IT support services (“IT support organisations”) to enterprise customers, when Web-based Self-service Systems (WSSs) are used. The research explores the topic from an IT support organisation perspective in an interpretive multi-stage study involving six large multinational IT support businesses. Key findings reported in the paper include six categories of CSFs, and twenty-seven CSFs distributed across the six categories. The findings suggest that researchers and practitioners consider planning and implementing WSSs for after-sales IT support provision within a complex network of IT support organisations, business partners and enterprise customers

Toward successful knowledge transfer in web-based self-service for information technology services

Web-based self-service has emerged as an important strategy for providing pre- and post-sales customer support. Yet, there is a dearth of theoretical or empirical research concerning the organisational, customer-oriented, knowledge-based, and employee-oriented factors that enable web-based self-service systems (WSS) to be successful in a competitive global marketplace. In this paper, we describe and discuss findings from the first phase of a multi-method research study designed to address this literature gap. This study explores critical success factors (CSFs) involved in the transfer of support-oriented knowledge from an information technology (IT) services firm to commercial customers when WSS are employed. Empirical data collected in a CSF study of a large multinational IT services business are used to identify twenty-six critical success factors. The findings indicate that best-in-class IT service providers are aware of a range of critical success factors in the transfer to commercial customers of resolutions and other support-oriented knowledge via WSS. However, such firms remain less certain about what is needed to support customer companies after support-oriented knowledge has initially been transferred to the customer firm.<br /

Understanding knowledge transfer in web-based B2B IT support

In managed information technology (IT) support environments, transferring solution-oriented knowledge from an IT service provider to an enterprise customer offers benefits to both firms. However, the process of inter-organisational knowledge transfer is not well understood in such complex settings where Web-based Self-service Systems (WSSs) are increasingly employed. This paper draws on findings from an interpretive study of six large multinational IT service providers to provide a staged model of after-sales knowledge transfer from an IT service provider to an enterprise customer when a WSS is used. The paper also identifies and discusses the key challenges involved at each stage.<br /

The Mental Health of Male Sexual Minority Asylum Seekers and Refugees in Nairobi, Kenya: A Qualitative Assessment

Very little information exists about the experiences of asylum seekers and refugees who are men who have sex with men (MSM). Therefore, this study explores the psychological distress of MSM asylum seekers and refugees in the Nairobi metropolitan area. We collected data using in-depth interviews transcribed verbatim, coded using NVivo 12 Plus, and analyzed using the six-step thematic analysis framework. Four major themes emerged from the study: psychological distress, traumatic stress symptoms, mental health care access, and coping strategies. Although we did not use any diagnoses, the results indicate that MSM asylum seekers and refugees share mental health problems with other refugees. However, MSM have specific needs that derive from their persecution based on their sexual minority status. The results confirm extant findings, as seen in the discussion, and encourage more research. Further research will inform collaborative, culturally sensitive, and targeted interventions that decrease adverse mental health outcomes for MSM asylum seekers and refugees in the Nairobi metropolitan area.Peu d'informations existent sur le vécu des demandeurs d’asile et réfugiés qui sont des hommes ayant des relations sexuelles avec des hommes (). Par conséquent, cette étude explore la détresse psychologique des demandeurs d’asile et réfugiés dans la région métropolitaine de Nairobi. Nous avons procédé à la collecte de données en effectuant des entretiens approfondis dont les verbatims retranscrits ont été codés à l’aide de Plus 12, puis analysés suivant une analyse thématique en six étapes. Quatre thèmes principaux émergent de cette la détresse psychologique, les symptômes de stress post-traumatique, l’accès aux services de santé mentale et les stratégies d’adaptation. Bien que nous n’ayons utilisé aucun diagnostic, les résultats indiquent que les demandeurs d’asile et réfugiés partagent des problèmes de santé mentale avec d’autres réfugiés. Les ont cependant des besoins spécifiques qui découlent de leur persécution sur la base de leur appartenance à une minorité sexuelle. Ces résultats confirment ceux des travaux existants, comme le démontre la discussion, et appellent à davantage de recherches. Des recherches plus approfondies contribueront à l’élaboration d’interventions collaboratives, culturellement adaptées et ciblées afin de réduire les effets néfastes sur la santé mentale des demandeurs d’asile et réfugiés dans la région métropolitaine de Nairobi

Understory plant diversity assessment of Szemao pine (Pinus kesiya var. langbianensis) plantations in Yunnan, China

Evaluación de la diversidad de plantas de sotobosque en plantaciones de pino Szemao (Pinus kesiya var. langbianensis) en Yunnan, China.— La sostenibilidad es un objetivo clave para la gestión tanto de bosques naturales como de plantaciones, mientras que los estudios sobre biodiversidad constituyen herramientas muy útiles para mejorar la conservación de especies amenazadas. El pino Szemao (Pinus kesiya var. langbianensis) es un árbol nativo de China que se usa en plantaciones. Este estudio evalúa la diversidad del sotobosque en plantaciones de pino Szemao (SP) y otros tipos de vegetación local, como bosques secundarios perennifolios (SE) y tierras de cultivo abandonadas (AF), en la provincia de Yunnan, China. El muestreo se realizó en tres rangos altitudinales, y se evaluó riqueza y cobertura de hierbas y arbustos además de factores ambientales. En general, la riqueza promedio y la diversidad de Shannon-Wiener fueron mayores en SE que en SP, y a su vez que en AF, mientras que la equitatividad tendió a ser mayor en SP. Asimismo, dichos índices tendieron a aumentar con la altitud en SP y AF, aunque en SE fueron mayores a altitudes bajas y medias. La inclusión de factores ambientales resaltó las diferencias entre rangos altitudinales, siendo el contenido de agua (en el estrato herbáceo) y el tipo de suelo (en el estrato arbustivo) las variables más significativas. Las plantaciones de pino Szemao en Yunnan afectan al sotobosque, encontrándose pocas especies raras o amenazadas en su interior. Las reservas naturales y los trasplantes podrían ser una alternativa para proteger a las especies amenazadas si se llevan a cabo anticipadamente a las plantaciones.Sustainability is a key objective for managers of both natural forests and plantations, and biodiversity assessments are important tools to improve conservation of endangered species. Szemao pine (Pinus kesiya var. langbianensis) is a native Chinese tree species used in plantations. This study evaluated differences in understory diversity among Szemao pine plantations (SP) and other local current vegetation types: secondary evergreen forests (SE) and abandoned farmlands (AF) in Yunnan Province. Sampling was performed at three elevation ranges, where species richness, species cover, and environmental variables in the herb and shrub layers were measured. We found that indexes for average richness and Shannon?Wiener diversity were higher in SE than in SP, which were in turn higher than in AF, while the index for evenness was higher in SP. These indexes increased with elevation in SP and AF, but were higher at low and medium elevations in SE. Inclusion of environmental factors highlighted elevation differences, with water content (at herb layer) and soil type (at shrub layer) being the most significant variables. In conclusion, plantations of Szemao pine negatively affect understory diversity in Yunnan, and furthermore, only a few rare or threatened species could be found in the plantations. Nature reserves and transplanting could protect threatened species if established before plantations.Fil: Wang, H.F.. Research Center for Eco-Environmental Sciences; ChinaFil: Lencinas, María Vanessa. Consejo Nacional de Investigaciones Científicas y Técnicas. Centro Austral de Investigaciones Científicas; ArgentinaFil: Ross Friedman, Cynthia. Thompson Rivers University.; CanadáFil: Zhu, Z.X.. Institute of Botany. Chinese Academy of Sciences; ChinaFil: Qiu, J. Research Center for Eco-Environmental Sciences; Chin

ARE DANCERS SYMMETRICAL DURING SINGLE LEG AND DOUBLE LEGGED LANDINGS?

The effect of limb preference on lower extremity function and performance was examined in young healthy dancers. Fifteen elite adolescent dancers performed 15 consecutive single leg hops on each leg and 3 rebound jumps onto two triaxial force platforms. To identify limb preference the Waterloo Footedness Questionnaire was administered. Functional symmetry indices (SI) were calculated for the peak landing forces, and limb dominance was identified as the limb producing the greatest take-off power during the rebound jumps. Significant asymmetry was identified in the landing performance of the dancers. However no relationship was found between limb preference and limb dominance of the dancers. In conclusion, dance teachers should aim to achieve safer landing strategies by developing ambidextrous movement in young dancers

Assessing the Need and Receptivity for an Integrated Healthy Sexual and Dating Relationships Intervention for Community College Students

Background: In emerging adulthood, youth often become involved in more serious romantic relationships. However, many lack the skills to avoid an unplanned pregnancy or sexually transmitted infection (STI), and to ensure a healthy dating relationship. Community college students serve nearly half of all undergraduate students in the United States; yet, community colleges typically lack resources for sexual health promotion. Purpose: To assess the need and receptivity for a web-based integrated healthy sexual and dating relationships intervention among community college students. Methods: In summer 2016, we partnered with three community colleges in South Central Texas to conduct an online survey of students’ sexual behaviors and dating relationships, and usability testing of activities from an integrated, web-based healthy sexual and dating relationship intervention. Results: Online survey participants (n=271) were 70% female, 38% Hispanic, 24% White, 17% Black, and 16% Asian; 20% self-identified as sexual minority; mean age was 20.8 years (SD = 2.05). Participants reported high rates of sexual risk behavior including sex without a condom or an effective birth control method, low use of long-acting reversible contraception, frequent use of emergency contraception, and low use of dual protection to prevent pregnancy and sexually transmitted infections. Two-thirds reported experiencing any type of dating violence perpetration or victimization in the past year. Usability testing participants (n=14) were 86% female, 42% Hispanic, 50% Asian/Pacific Islander, 14% Black, and 7% White; 71% were sexually experienced; mean age was 20.7 years (SD = 1.64). The web-based activities were highly rated in terms of usability parameters, and positively impacted short-term psychosocial outcomes related to condom use, accessing contraceptive health services, and constructive interpersonal conflict resolution. Conclusion: Findings underscore the high need and receptivity for an integrated healthy sexual and dating relationship web-based intervention among community college students, an understudied subgroup of youth in emerging adulthood