Examining the Linkage Between Technology Use, Emotional Expression and Service Quality Perceptions: The Data Collection Pool

Research-in-progress concerned with an investigation of the impact of service technologies on boundary-spanning personnel (BSP) and the implications for the interaction with the end customer is presented in this paper, with specific attention given to the development of the data collection protocol. The associated research project seeks to investigate the interplay between technology use, emotional expression and service quality perceptions in the context of a technology-mediated relationship. Specifically, the research investigates this linkage within a business to consumer (B2C) context where employees are using customer relationship management (CRM) technologies at the point of interaction with the customer in a voice-to-voice situation. The resulting data collection builds on previous studies with adaptations enabling a close investigation of the social forces at play in dyadic interactions centered on voice-to-voice interactions

Information security and its impact on online user behaviour: open research questions in social media business model

Steady growth of e-business and reliance on technology have lead to corporate and personal information becoming valuable assets (e.g. Gordon et al., 2010). However just as any other assets, protecting information has also become a cause of concern. Information security breaches are on the rise while e-business and individual online users are subject to losses and other negative impacts of the Internet threats (e.g. Smith et al., 2010; Campbell et al., 2003; Cavusoglu et al., 2004). The focus of this paper is to provide an overview of current research on information security constructs, factors affecting online behaviour and formation of trust in online transactions. Some open questions forming a gap in extant research conclude the paper and call for further empirical evidence. Based on an extensive literature review, as well as using secondary sources of trade publications and news reports, key concepts of information security has been identified. The deductive approach will be used where based on theory, hypotheses can be built. These can then be tested based on observations to confirm their validity. Further empirical data collection methods will be developed and employed (both qualitative and quantitative in nature) at a later stage of the study

The Evaluation of CRM Systems: A Behavior Based Conceptual Framework

Research-in-progress on the evaluation of mandatory Customer Relationship Management Information Systems (CRM IS) is presented. The business problem is presented, followed by converging theoretical considerations, which assist in making the case for a wider conceptualisation of CRM evaluation which values a social perspective of CRM IS use at boundary-spanning professional (BSP) and customer levels. An emotions based conceptual framework for use in evaluating CRM IS from this social perspective is then presented, building on a theory of emotional expression. The framework is explained and then discussed in terms of how the framework can be applied and data outputs analysed in a field analysis context. The broader research programme aims to test and validate the model according to the details given and through doing so, further understanding of the impact of CRM IS from this behaviours based, social perspective

Individual information security, user behaviour and cyber victimisation: An empirical study of social networking users

While extant literature on privacy in social networks is plentiful, issues pertaining to information security remain largely unexplored. This paper empirically examines the relationship between online victimisation and users' activity and perceptions of personal information security on social networking services (SNS). Based on a survey of active users, we explore how behavioural patterns on social networks, personal characteristics and technical efficacy of users impact the risk of facing online victimisation. Our results suggest that users with high-risk propensity are more likely to become victims of cybercrime, whereas those with high perceptions of their ability to control information shared on SNS are less likely to become victims. The study shows that there is a negative and statistically significant association between multipurpose dominant SNS (e.g. Facebook, Google +) usage and victimisation. However, activity on the SNS for knowledge exchange (e.g. LinkedIn, Blogger) has a positive and statistically significant association with online victimisation. Our results have implications for practice as they inform the social media industry that protection of individual information security on SNS cannot be left entirely to the user. The importance of user awareness in the context of social technologies plays an important role in preventing victimisation, and social networking services should provide adequate controls to protect personal information

The role of security notices and online consumer behaviour: An empirical study of social networking users

This paper uses a survey of social networking users to empirically explore their perceptions of security notices – independently verified artefacts informing internet site users that security measures are taken by the site owner. We investigate such factors as purchase experience, purchase intention, risk propensity, usage of various social network categories and user victimisation. The results suggest a strong positive link between purchase intention and paying attention to security notices/features on social networks. We find that higher use of narrow-purpose social networking services has a negative association with paying attention to security notices. We also show that users with higher risk propensity pay less attention to security notices/features. Finally, we find no association between purchase experience, user victimisation and perception of security notices/features. Our results provide new, and possibly more refined, evidence of the factors that influence the attention paid to security notices/features by social media users. The results have important implications for theory development, policy and practice

Information systems evaluation: Navigating through the problem domain

Information systems (IS) make it possible to improve organizational efficiency and effectiveness, which can provide competitive advantage. There is, however, a great deal of difficulty reported in the normative literature when it comes to the evaluation of investments in IS, with companies often finding themselves unable to assess the full implications of their IS infrastructure. Although many of the savings resulting from IS are considered suitable for inclusion within traditional accountancy frameworks, it is the intangible and non-financial benefits, together with indirect project costs that complicate the justification process. In exploring this phenomenon, the paper reviews the normative literature in the area of IS evaluation, and then proposes a set of conjectures. These were tested within a case study to analyze the investment justification process of a manufacturing IS investment. The idiosyncrasies of the case study and problems experienced during its attempts to evaluate, implement, and realize the holistic implications of the IS investment are presented and critically analyzed. The paper concludes by identifying lessons learnt and thus, proposes a number of empirical findings for consideration by decisionmakers during the investment evaluation process

Securing All intraVenous devices Effectively in hospitalised patients—the SAVE trial: study protocol for a multicentre randomised controlled trial

Introduction: Over 70% of all hospital admissions have a peripheral intravenous device (PIV) inserted; however, the failure rate of PIVs is unacceptably high, with up to 69% of these devices failing before treatment is complete. Failure can be due to dislodgement, phlebitis, occlusion/infiltration and/or infection. This results in interrupted medical therapy; painful phlebitis and reinsertions; increased hospital length of stay, morbidity and mortality from infections; and wasted medical/nursing time. Appropriate PIV dressing and securement may prevent many cases of PIV failure, but little comparative data exist regarding the efficacy of various PIV dressing and securement methods. This trial will investigate the clinical and cost-effectiveness of 4 methods of PIV dressing and securement in preventing PIV failure. Methods and analysis: A multicentre, parallel group, superiority randomised controlled trial with 4 arms, 3 experimental groups (tissue adhesive, bordered polyurethane dressing, sutureless securement device) and 1 control (standard polyurethane dressing) is planned. There will be a 3-year recruitment of 1708 adult patients, with allocation concealment until randomisation by a centralised web-based service. The primary outcome is PIV failure which includes any of: dislodgement, occlusion/infiltration, phlebitis and infection. Secondary outcomes include: types of PIV failure, PIV dwell time, costs, device colonisation, skin colonisation, patient and staff satisfaction. Relative incidence rates of device failure per 100 devices and per 1000 device days with 95% CIs will summarise the impact of each dressing, and test differences between groups. Kaplan-Meier survival curves (with log-rank Mantel-Cox test) will compare device failure over time. p Values of <0.05 will be considered significant. Secondary end points will be compared between groups using parametric or non-parametric techniques appropriate to level of measurement

Understanding knowledge management software-organisation misalignments from an institutional perspective:A case study of a global IT-management consultancy firm

Inspired by the proposition that “Enterprise IS configurations chosen by the organisations will encodeinstitutionalised principles into these systems” (Gosain, 2004, p. 169), this study seeks to draw attentionto potential sources of misalignment between knowledge management (KM) software and the imple-menting organisation from an institutional theory perspective. Using a case of a global consultancy firm,the study elucidates such misalignments as the consequence of different institutional contexts wheretechnology developers and adopters operate. This study demonstrates how institutional forces affect theimplementation project and provides some lessons learned for organisations that are rich in high-valuetext-based knowledge for making decisions