112 research outputs found
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Service quality measurement in the internet context: A proposed model
The survival of any organisation in a highly competitive environment depends on its ability to provide the best service quality to its existing customers as the quality of service is a key factor in the success of any organisation. It is well established that the measurement of service quality is an important procedure for the improvement of the success and performance of any organisation. Facts indicate that more attention is needed toward developing an industry-specific scale for measuring customer service quality within the still-developing sector of Internet-based self-service technologies. The main objectives of this research paper are two-fold; firstly, to review comprehensively previous and contemporary literature on service quality measurement and to discuss the key issues on the development of an industry-specific scale for measuring customer service quality in the specific context of Internet-based self-service technologies, secondly, to propose a conceptual model for service quality perceptions of Internet-based self-service technologies through identifying its key antecedents and consequences. The findings of this study will be significant for both scholars and practitioners in this area as it provides a deep understanding of the way customers evaluate services provided via self-service technologies
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The rationale of e-health evaluation: The case of NHS Direct
An important area of research is that of the evaluation of e-health services. A holistic e-health evaluation framework should address the aspects that are hampering healthcare services from embracing the full potential of information and communication technologies towards successful e-health initiatives. Towards building a holistic evaluation framework for e-health services, this paper is intended to examine the rationale of e-health evaluation, as the paper argues that this aspect should be addressed first in the development of such a framework. NHS Direct which is one of the largest e-health services in the world has been chosen to discuss and validate a set of evaluation rationales and their applicability in practice
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Investigating the impact of cross-cultural on CRM implementation: a comparative study
In a competitive world there is a need for companies to maximise all their resources. One of the resources that are often overlooked is that of existing customer base. Customer relationship management (CRM) is a tool that is becoming increasingly popular as it provides a method of maximising existing customer resource as well as adding value from the customersâ perception. CRM consists of three simultaneous considerations that drive CRM strategy: (1) people, business culture and relationships, (2) processes, and (3) technology. In a globalise economy, cross-cultural is becoming of extreme importance to many researchers and practitioners, but there is a lack of literature on the impact of cross-cultural on CRM implementation. Multinational organizations face the situation of how to adopt CRM implementation process according to differences in culture factors from country to country
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The role of user requirements research in medical device development
Aims and Objectives: This research aims to suggest a concise framework to help in the better
conceptualisation and integration of users in the medical device development (MDD) process. The
current economic, political and social climate concerning the matter of healthcare delivery has
resulted in the emergence of numerous users and user groups for whom the healthcare system has not
previously catered for. These users have created ambiguity for the designers and manufacturers of
medical devices as the boundaries between their needs and requirements have blurred, outdating
current methods of MDD to meet consumer needs.
Research Design and Methodology: The research methodology begins primarily with conducting a
literature search on the theories relating to user requirements and medical device development. The
paper outlines these findings through initially describing users and user involvement and relating
them to medical devices. The cross-disciplinary nature of healthcare influenced the investigation into
multiple disciplines including; IT, Ergonomics â particularly participatory research, Psychology and
Design. These disciplines expose various methods and processes, which are useful to user
requirements research. These methods were analysed for their compatibility, and then used to
construct a conceptual framework for user involvement in MDD.
Results: The research insinuates the true significance of user involvement and hence resulted in the
formation of a conceptual framework to aid user involvement in the MDD process. The framework is
produced by the amalgamation of relevant methods examined across the disciplines, in a
complimentary fashion.
Conclusion: The originality of this research lies in its use of a multidisciplinary approach. Previous
research claiming multi-methods has dealt with combining two disciplines or methods at a time i.e.
Computer supported cooperative work (CSCW) with participatory research (Scandurra et al, 2008)
for the needs analysis of healthcare professionals only. Collaboration across disciplines has also been
investigated (Johnson et al, 2005), but this was for the purpose of redesign rather than initial designs.
This framework can help medical device designers to fully access all user requirements through more
extensive collaboration right at the start. It reduces the risk of high costs involved in device rejection,
usually associated with belated recognition of user needs in the design cycle
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Developing a Structurational Approach to Electronic Customer Relationship Management (ECRM)
The literature on culture provides a set of general concepts and ideas as a way of looking at the world (Hofstede 1980). However, the typologies of culture have inherent weaknesses, e.g., they do not reflect the variety of values and attitude that may exist in a country, nor do they explain how cultures have developed over time (Skok and Doringer 2001). These limitations lead our research to investigate the potential impact of cultural differences on eCRM using concepts from Structuration Theory by ,. In this paper the authors highlight the dimensions of culture and its potential impact on eCRM systems, using a Structurational analysis based on . The authors use the practice lens for studying technology in organizations based on , to develop a framework of studying different agencies and their structures within eCRM systems context. The authors conclude by a framework of Structurational analysis of eCRM systems displaying different agencies and their structures. This framework of analysis will be used to conduct a comparative case study in future research
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A leadership model for e-government transformation
Since the late 1990âs governments have invested aggressively in Information and Communications Technology (ICT). This trend has paved the way for moving into the âDigital Ageâ. However, despite the wide use of ICT, research on e-government suggests that it has not yet reached its full potential of integration. In this paper the authors consider possible reasons for this potential shortfall, using models of adoption of innovations and relating them to egovernment. In doing so, a simple âLeadership Modelâ is proposed, that will lead to a profound understanding in transforming government and widen the agenda for further research. In particular, the aim of this paper is to highlight and explain of the gap that exist in the final stage of multi-stage-government maturity model by (Layne and Lee, 2001) and what is needed to overcome i
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Adoption of CRM: cross-cultural impact, a literature review
In a competitive world there is a need for companies to maximise all their resources. One of the resources that is often overlooked is that of existing customer base. Customer Relationship Management (CRM) is an area that is becoming increasingly popular as it provides a method of maximising existing customer resource as well as adding value from the customersâ perception. CRM systems are used in many multinational organizations mainly to achieve customer loyalty and retention, increase cross selling and to improve customer satisfaction. A normative review of researches done to evaluate CRM systems shows that between 25 to 75 percent of CRM systems have failed (to various degrees) because of neglecting cultural awareness. Implementing CRM systems is a time consuming and expensive business, and the impact of failure can have a dramatic effect on the organization IT investment. Multinational organizations face the situation of how to adopt CRM implementation process according to differences in culture factors from country to country. Although there are studies that investigate the relation of cultural issues to general IT implementations, there is a noticeable lack of literature on the impact of cross-cultural on CRM implementation. This paper focuses on the impact of cross-cultural on CRM systems, and tries to summarize work done to explore the cultural awarenessâ issues that influence CRM system
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Cultural universality versus particularity within e-CRM systems: a special case of information systems
Cultural factors are often identified as a crucial influence on the success or failure of
Information Systems in general and Electronic Customer Relationship Management
Systems (eCRM) in particular. Several researchers have suggested ways in which
management can accommodate these factors or solve the problem they pose. This paper
attempts to go one step beyond management measures and ask whether there is a
theoretical foundation on which one can base the mutual influence of culture on eCRM.
There is a lack of pervious literature on the impact of culture differences on eCRM
systems. A normative literature review on the impact of culture on different types of
Information Systems has been done to explore different cultural factors that might
influence eCRM systems as an application of Information Systems. The authors highlight
the cultures factors in macro and micro level that have been investigated in the literature of
Information systems. At the macro level, it is necessary to consider the differences at a
national level. The differentiating characteristics will include: organizational structures,
function and process oriented views, supervisory control mechanisms etc. Micro level
considerations will be at the individual level and will include human responses to
organizational change, cultural acceptability of different organizational structures etc. The
authors propose a framework of cultural concerns for management of eCRM systems
within multinational environment organizations. This framework will be tested in future
research and will be modified according to the results
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A cultural approach to study customer relationship management (CRM) systems
As this paper takes new approach to defining and studying CRM, it defines CRM as a business strategy that seamlessly integrates every aspect of business that touches customer. Going through CRM literature, the authors notice that, there are different objectives for CRM systems i.e. retains customers for long, increase sales to existing customers and candidate customers, and others. Over the last decade there has been a dramatic growth in the acquisition of Customer Relationship Management (CRM) Systems. However more recently, there has been an increase in reported CRM failures, suggesting that the implementation issues are not just technical, but encompass wider behavior and cultural factors. Multinational organization is faced by that problem, how they build a relationship with different customer in different culture contexts. The literature on culture provides a set of general concepts and ideas as a way of looking at the world. However, the typologies of culture have inherent weaknesses e.g. they do not reflect the variety of values and attitude that may exist in a country, nor do they explain how cultures have developed over time. These limitations will need to be borne in mind, as we consider potential culture impact on the use of information systems, particularly customer relationship management systems. The authors try to highlight the interaction between cultures in macro and micro level in the context of CRM systems. The authors conclude that social and cultural issues of the main area related to studying of CR
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A strategic framework for e-government adoption in public sector organisations
E-government has been recognized as a change agent for public sector reform. Through this change, the public sector
organisation plans to increase operating efficiencies, build information-sharing partnerships and improve communication
with other organisations, as well as with the public. Several studies have discussed how e-government will transform public
sector organisations from traditional paper-based systems to electronic delivery that leads self-service operations that develop
efficiently managed internal business process. However, a number of voids exist in the immature e-government literature,
regarding its adoption strategy and process.
This paper looks at the implementation aspect of e-government in public sector organisations. The paper critically reviews the
issues of e-government adoption and identifies factors that affect the implementation process, such as, technical,
organisational, and environmental. In addition, the authors discuss the benefits and barriers that might influence the decision
making process toward the adoption of e-government in public sector. Since, e-government is an emerging research area,
there is limited literature explaining the framework of e-government adoption. Therefore, this study suggests a strategic
framework for e-government adoption that will assist decision makers in public sector organisations to support their egovernment
adoption strategy and guide the IT developers for implementation process of e-government project
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