Search results for "KNOWLEDGE"
showing 10 items of 3108 documents
A combined fuzzy-SEM evaluation approach to identify the key drivers of the academic library service quality in the digital technology era: An empiri…
2017
A conceptual model of the Academic Library (AL) service quality is hypothesized in the present article, and then validated and analyzed by a novel evaluation approach. Specifically, the conceptual model integrates the fundamental attributes of the canonical AL service together with those more relevant of the new and widely considered AL Electronic Service (e-services). As concerns the evaluation approach, it incorporates the Fuzzy Sets Theory (FST) so as to deal with the students' uncertainty over their own judgments on the AL service quality and a Structural Equation Model (SEM) to validate the conceptual model and to determine the key drivers of the AL service quality. The effectiveness o…
Logistics service quality: a new way to loyalty
2008
PurposeNow‐a‐days, logistics research focuses on the ability of logistics to deliver a quality service and generate greater satisfaction with the delivered service. Therefore, the aim of this work is to analyze the quality, satisfaction, and loyalty sequence in the logistic service delivery context, with the purpose of considering the role of information and communication technologies (ICT) in this chain of effects.Design/methodology/approachAfter reviewing the different approaches given by the literature, SEM analysis is used to contrast the hypotheses for the analyzed constructs in the presence of high/low ICT level. A questionnaire based on personal survey was conducted among manufacture…
Analysis of Open Innovation Intermediaries Platforms by Considering the Smart Service System Perspective
2015
Abstract Open Innovation and Services Science are two distinct paradigms that share some principles 0. While some attempts to investigate open innovation according to a service science perspective exist, there is currently a gap with regards to the analysis of intermediaries of open innovation according to a service science perspective and even more regarding to recent trends about smart service system. This paper aims to fill this gap and, to this purpose, we present two interesting and original results. After an analysis of the key features of Open Innovation Intermediaries, we discuss a characterization of these intermediaries as service systems by mapping their features on the ten funda…
Introduction to ICT Enabled Services Minitrack
2015
The purpose of the minitrack is to draw researchers’ attention to ICT Enabled Services for both Consumers and Enterprises. It provides a discussion forum for researchers interested in fostering a service-based approach to these areas as well as an opportunity to present and debate both design and theory-based solutions to the problems facing industry in the deployment of ICT enabled services [1-4]. In a broad sense, ICT enabled services can be defined as [1]: “..systems that enable value co-creation through the development and implementation of information and communication technology enabled processes that integrate system value propositions with customer value drivers.”
Actors’ Dynamic Value Co-creation and Co-destruction Behavior in Service Systems : A Structured Literature Review
2020
This paper investigates resource integration and social interaction as the two core processes of value co-creation and co-destruction in a service system. We applied a structured literature review as our research methodology to develop a framework to depict the components of value co-creation and co-destruction processes and to understand the behavioral drivers of service system actors as well as the positive and negative value outcomes derived through resource integration and social interaction. By analyzing the 51 papers that meet the inclusion criteria, we found that actors’ engagement in value creation process are motivated by different behavioral drivers. Then, applying resource integr…
Deliberate and Emergent Changes on a Way Towards Electronic Document Management
2011
A unit of Fortum Service Ltd. operates and maintains the Rauhalahti power plant in Central Finland. In 1996-97, the unit launched a project pursuing coordinated organizationwide electronic document management (EDM). This case follows deliberate and emergent changes related to document management in the organization since the initiation of the project until February 2000. New information technologies were adopted, and responsibilities for continuous improvement of EDM were assigned. The continuous improvement was implemented as an extension of the ISO 9002 quality system earlier adopted for process improvement. The case shows that a shift from the paper-based era towards organizationwide EDM…
Harnessing ICT to develop community and identity: a model for academic departments
2006
Universities have been early adopters of Information and Communication Technologies (ICT). However, does availability imply use? How is ICT being used by academic departments? This article addresses these questions, and discusses the use of ICT to support research, instruction and service, but more specifically, the use of ICT to enhance a sense of identity and community across all members of a department. The authors' observations of university departments across the Atlantic reveal very limited uses of ICT. A democratic web-based academic departmental community model is proposed to assist in the strengthening of departmental identity and community as well as advancing its mission. Concept…
Evolving e-government benchmarking to better cover technology development and emerging societal needs
2012
Many international e-government benchmarks seek to measure progress towards various versions of a digital society, and in this endeavor include a component of e-government. But because comparable international e-government data are scarce, most reports rely on the United Nations E-Government Development Index, specifically its Online Service Index as a benchmark. However, this assessment only captures national level initiatives at a broad level and does not link evaluation to outcomes and impacts, i.e. e-government performance relative to investment.This paper briefly reviews the current UN framework and assesses how it can evolve to meet new demands, such as calls to better connect investm…
A service-based recommendation system to assist decision making in a small and medium company
2020
Collaboration and resource sharing have attracted a great interest among companies. Our contribution relates to this context, providing a decision-making support for companies. We propose a platform to facilitate resource sharing between collaborative companies, through a recommendation system. This system provides similar services that respond to a company’s needs. The approach presented in this paper includes the choice of a representation model for the services as well as the selection of an appropriate measure of similarity. This latter is mainly based on a comparative study of three measures of similarity using several performance evaluation measures. In order to evaluate our approach,…
A Context Aware Learning Application for Communities of Service Technicians
2016
The gathering of knowledge and competences needed to accomplish work related tasks is carried out in several ways. It can be done, planned in the long term to brace oneself for a new area of responsibility or in the short term to prepare for a concrete forthcoming task or while working on a task. The latter two happen quite often at the workplace. In this paper, we present a context aware mobile application supporting workplace learning of service technicians working at different locations including customer service. The originality of the presented application lies in the combination of the question a answering concept with the microlearning concept and in the context awareness of the appl…