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Title Developing technologies in e-services, self-services, and mobile communication : new concepts / Ada Scupola, editor
Published Hershey, PA : Information Science Reference, [2011]
©2011
©2011

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 MELB  658.872 Scu/Dti  TEMPORARILY UNAVAILABLE
Description xxv, 363 pages : illustrations ; 29 cm
Series Premier reference source
Premier reference source.
Contents Contents note continued: A conceptual model is developed based on a review of the major innovation adoption theories and other research findings, and tested with a survey administered through a census of the population of Lebanese banks. / Elissar Toufaily / Naoufel Daghfous / Roy Toffoli -- Findings revealed that the organizational variables of bank size, presence of functional divisions, technical staff and infrastructure, as well as the degree of international experience and tolerance of risk of the decision makers exert a significant impact on the adoption of E-banking. / Elissar Toufaily / Naoufel Daghfous / Roy Toffoli -- Two structural characteristics, the internal technological environment, and relative advantage of the innovations were also found to impact adoption. / Elissar Toufaily / Naoufel Daghfous / Roy Toffoli --
Contents note continued: Although the average perceived value overall is rather low there exists a substantial minority that does appreciate the added context aware features. / Henny de Vos / Marije Teerling / Timber Haaker / Mirella Kleijnen -- High scores on constructs like product involvement, social influence and self-expressiveness characterize this group. / Marije Teerling / Timber Haaker / Henny de Vos / Mirella Kleijnen -- The results also show that context aware service bundles with utilitarian elements have a higher perceived value than bundles with hedonic elements. / Marije Teerling / Timber Haaker / Henny de Vos / Mirella Kleijnen -- On the basis of the different results some guidelines for designing context aware mobile services are formulated. / Henny de Vos / Timber Haaker / Marije Teerling / Mirella Kleijnen --
Contents note continued: Finally, LBS server which hosts geographical and users information is experiencing difficulties in managing the huge size of data which causes a long query processing time. / Suleiman Almasri / Muhammad Alnabhan / Ziad Hunaiti / Eliamani Sedoyeka -- This paper presents a technical investigation and analysis of the performance of each component of LBS system for pedestrian navigation, through conducting several experimental tests in different locations. / Suleiman Almasri / Muhammad Alnabhan / Ziad Hunaiti / Eliamani Sedoyeka -- The results of this investigation have pinpointed the weaknesses of the system in micro-scale environments. / Suleiman Almasri / Muhammad Alnabhan / Ziad Hunaiti / Eliamani Sedoyeka -- In addition, this paper proposes a group of solutions and recommendations for most of these shortcomings. / Suleiman Almasri / Muhammad Alnabhan / Ziad Hunaiti / Eliamani Sedoyeka --
Contents note continued: Further, assimilation of technological innovations must be considered within their institutional context. / Joachim Jean-Jules / Alain O. Villeneuve -- Derived from our conceptual model, we make several propositions and hope that our work will significantly guide future research and managerial actions geared toward integrating healthcare in the workplace. / Joachim Jean-Jules / Alain O. Villeneuve -- ch. 15 Introducing a First Step towards a Holistic Talent Management System Architecture / Joachim Jean-Jules / Alain O. Villeneuve -- As one of the top issues for executives nowadays the recruiting, retaining, and skilling of scarce talent has received a lot of attention both in research and practice. / Andreas Eckhardt / Sven Laumer / Christian Maier --
Contents note continued: Furthermore, we found that surprisingly many would consider exchanging their traditional newspaper with an e-newspaper in the future, indicating that the e-newspaper have a fair chance of becoming an important innovation. / Carina Ihlström Eriksson / Jesper Svensson -- Finally, we propose a four phase model for identifying user values in a pre-adoption phase of an innovation. / Carina Ihlström Eriksson / Jesper Svensson -- ch. 10 The Influence of Content and Trust on Consumers' Intention to Accept Mobile Advertisements / Carina Ihlström Eriksson / Jesper Svensson -- A new model for investigating consumers' behavioral intention in mobile advertising is developed and related to mobile marketing theory and practice. / Mika Westerlund / Risto Rajala / Tuure Tuunanen / Jari Salo --
Contents note continued: However, the adoption of financial mobile services is still far behind market expectations. / Pedro Cruz / Tommi Laukkanen / Pablo Muñoz -- This study seeks to provide academics and bank managers alike with a better understanding of resistance to m-banking. / Pedro Cruz / Tommi Laukkanen / Pablo Muñoz -- Based on Ram and Sheth's (1989) Theory of Innovation Resistance, a SEM model was built to describe resistance barriers. / Pedro Cruz / Tommi Laukkanen / Pablo Muñoz -- A total number of 3,852 observations, of which 2,344 were effective for SEM analysis, were obtained from an Internet survey at a Portuguese bank. / Pedro Cruz / Tommi Laukkanen / Pablo Muñoz -- The "functional barriers" revealed more severe barriers than the "psychological" ones. / Pedro Cruz / Tommi Laukkanen / Pablo Muñoz -- Latent scores were used to compare consumers' perceptions and behaviour. / Pedro Cruz / Tommi Laukkanen / Pablo Muñoz --
Contents note continued: Hypotheses are tested about the hierarchical structure and the effects of the factors that precede consumers' acceptance of mobile advertisement. / Mika Westerlund / Risto Rajala / Tuure Tuunanen / Jari Salo -- The results suggest that attractive content and trust in advertisers are key predictors of mobile device users' behavioral intention towards mobile advertising. / Mika Westerlund / Risto Rajala / Tuure Tuunanen / Jari Salo -- The findings lead to a modification and extension of Fishbein's behavioral intention model and its application in the research on advertising effectiveness. / Mika Westerlund / Risto Rajala / Tuure Tuunanen / Jari Salo -- ch. 11 Exploring the Factors Behind the Resistance to Mobile Banking in Portugal / Mika Westerlund / Risto Rajala / Tuure Tuunanen / Jari Salo -- M-banking has been highlighted as one of the most promising e-commerce services. / Pedro Cruz / Tommi Laukkanen / Pablo Muñoz --
Contents note continued: ITIL tells IT management what needs to be done and how it will get done from the process perspective. / Shauntell R. Durant / Verna Mae Gall / Mahesh S. Raisinghani / Peter C. Chan -- When undertaking an ITSM a project to implement ITIL, ITIL does not provide a method for measuring quality or identifying and completing process improvement projects. / Mahesh S. Raisinghani / Verna Mae Gall / Shauntell R. Durant / Peter C. Chan -- By integrating Six Sigma, a quality methodology, IT management will have the methodology and tools for measuring quality and improving processes. / Shauntell R. Durant / Verna Mae Gall / Peter C. Chan / Mahesh S. Raisinghani -- Adopting Six Sigma principles also will help IT focus on their customers and the business strategy, manage proactively based on facts, and reinforce collaboration across the enterprise. / Mahesh S. Raisinghani / Verna Mae Gall / Shauntell R. Durant / Peter C. Chan --
Contents note continued: More specifically, the chapter aims at examining one of the primary conditions for the development of e-services, namely the codification of knowledge in connection with knowledge intensive services. / Ada Scupola / Anders Hente / Hanne Westh Nicolajsen -- The e-service concept is used in relation to private as well as public e-services. / Ada Scupola / Anders Hente / Hanne Westh Nicolajsen -- The present chapter examines the e-service concept at a generic level and does not differentiate between private and public e-services. / Ada Scupola / Anders Hente / Hanne Westh Nicolajsen -- ch. 3 Key Challenges for Delivering Web-Based IT Support Services: The Provider Perspective / Ada Scupola / Anders Hente / Hanne Westh Nicolajsen -- This chapter explores the key challenges faced by IT service providers offering after-sales support services to enterprise customers via the Web. / Vanessa Cooper / Sharman Lichtenstein / Ross Smith --
Contents note continued: More than other businesses, accounting practices rely on keeping their clients up to date and thus the provision of information such as taxation news updates, changes to superannuation and regular newsletters to clients through their websites was identified as being an important tool for many [ect.] / John Breen / Stephen Burgess -- None of the accounting practices offered online order or payment features over the period. / John Breen / Stephen Burgess -- Again this is consistent with other studies of similar professional services businesses. / John Breen / Stephen Burgess -- Although some of the practices had log-in features in 2006, only two contained features that could perhaps be classed as 'e-services'. / John Breen / Stephen Burgess -- However, the 2010 review found an increase in the number of accounting practices with a log-in feature on their website. / John Breen / Stephen Burgess --
Contents note continued: Results indicate a significantly higher resistance among non-users, and demographic and behavioural profiles were established, promoting wider knowledge and possible enhancement of m-banking adoption. / Pedro Cruz / Tommi Laukkanen / Pablo Muñoz -- Conclusions and managerial implications are provided. / Pedro Cruz / Tommi Laukkanen / Pablo Muñoz -- ch. 12 Consumer Value of Context Aware and Location Based Mobile Services / Pedro Cruz / Tommi Laukkanen / Pablo Muñoz -- Context aware services have the ability to utilize information about the user's context and adapt services to a user's current situation and needs. / Henny de Vos / Timber Haaker / Marije Teerling / Mirella Kleijnen -- In this article the authors consider users' perceptions of the added value of location awareness and presence information in mobile services. / Henny de Vos / Timber Haaker / Marije Teerling / Mirella Kleijnen --
Contents note continued: Telehealth addresses operational issues such as a shortage of professionals in rural or underserved geographical regions. / Joachim Jean-Jules / Alain O. Villeneuve -- Using a breadth of reference theories such as institutional theory, structuration theory, and organizational learning theory, we propose a conceptual model that integrates the determinants of telehealth assimilation and identifies factors that impinge upon the process of assimilation. / Joachim Jean-Jules / Alain O. Villeneuve -- We posit that telehealth assimilation can only be understood by taking a multilevel approach to the phenomenon, whereby assimilation starts at the individual level, permeates through other organizational levels such as groups, and finally ends at the organizational and inter-organizational level. / Joachim Jean-Jules / Alain O. Villeneuve --
Contents note continued: The authors use an experimental design, where stimuli comprising specific bundles of mobile services were presented to groups of respondents. / Marije Teerling / Timber Haaker / Henny de Vos / Mirella Kleijnen -- The stimuli showed increasing, manipulated, levels of context-awareness, including location of the user and location and availability of buddies as distinct levels. / Henny de Vos / Timber Haaker / Marije Teerling / Mirella Kleijnen -- Their results indicate that simply adding context aware features to mobile services does not necessarily provide added value to users, rather the contrary. / Henny de Vos / Timber Haaker / Mirella Kleijnen / Marije Teerling -- The potential added value of insight in buddies' location and availability is offset by people's reluctance to share location information with others. / Henny de Vos / Timber Haaker / Marije Teerling / Mirella Kleijnen --
Contents note continued: The chapter is based on insights provided by representatives of six multi-national IT service organizations. / Vanessa Cooper / Sharman Lichtenstein / Ross Smith -- It considers how IT service providers use knowledge-based approaches to offer such services. / Vanessa Cooper / Sharman Lichtenstein / Ross Smith -- The chapter highlights the trend towards the employment of networks of business partners to assist with the processes of support delivery. / Vanessa Cooper / Sharman Lichtenstein / Ross Smith -- By exploring the perceived needs of the different stakeholders involved in IT support provision, and the transfer of knowledge across these organizations and individuals, the key challenges in IT support provision are identified. / Vanessa Cooper / Sharman Lichtenstein / Ross Smith -- The chapter proposes a range of solutions to address the key challenges. / Vanessa Cooper / Sharman Lichtenstein / Ross Smith --
Contents note continued: The framework in our exploratory research has been built upon a deductive study which has been developed through a literature review and synthesis and an exploratory inductive research which has been developed using a qualitative case study. / Mahesh S. Raisinghani / Shauntell R. Durant / Verna Mae Gall / Peter C. Chan -- It makes the case for leveraging ITIL and Six Sigma with ITSM in practice and opportunities for future research. / Shauntell R. Durant / Mahesh S. Raisinghani / Peter C. Chan / Verna Mae Gall
Contents note continued: The performance of LBS systems is directly affected by each component forming its architecture. / Suleiman Almasri / Muhammad Alnabhan / Ziad Hunaiti / Eliamani Sedoyeka -- Firstly, the end-user mobile device is still experiencing a lack of enough storage, limitations in CPU capabilities and short battery lifetime. / Suleiman Almasri / Muhammad Alnabhan / Ziad Hunaiti / Eliamani Sedoyeka -- Secondly, the mobile wireless network is still having problems with the size of bandwidth, packet loss, congestions and delay. / Suleiman Almasri / Muhammad Alnabhan / Ziad Hunaiti / Eliamani Sedoyeka -- Additionally, in spite of the fact that GPS is the most accurate navigation system, there are still some issues in micro scale navigation, mainly availability and accuracy. / Suleiman Almasri / Muhammad Alnabhan / Ziad Hunaiti / Eliamani Sedoyeka --
Contents note continued: The primary value creation activity of the intermediary is leveraging the products, activities, and knowledge of the specialized companies and providing e-services for orchestrating the organizational network to create short lead times, improve customer responsiveness, and ensure adaptability. / Margin Janssen -- ch. 2 E-Services and the Codification of Informational Services / Margin Janssen -- The concept of e-services has gained increasing use during the past decade. / Ada Scupola / Anders Hente / Hanne Westh Nicolajsen -- There is, however, no general agreement as to the precise meaning and scope of the term. / Ada Scupola / Anders Hente / Hanne Westh Nicolajsen -- The research purpose of the present chapter is, therefore, to discuss the e-service concept, its strengths and scope, and thereby contribute to the general understanding and definition of the term. / Ada Scupola / Anders Hente / Hanne Westh Nicolajsen --
Contents note continued: The two strategic factors related to the banks' degree of international operations were also found to positively influence the adoption of E-banking. / Elissar Toufaily / Naoufel Daghfous / Roy Toffoli -- Recommendations were provided on ways of accelerating the rate of adoption of E-banking in an important developing Middle Eastern country. / Elissar Toufaily / Naoufel Daghfous / Roy Toffoli -- ch. 8 The Impact of Online Product Presentation on Consumers' Perceptions: An Experimental Analysis / Elissar Toufaily / Naoufel Daghfous / Roy Toffoli -- The website design and specifically the visual aspects have been revealed as key factors for achieving a successfully e-service website. / Carlos Flavián / Raquel Gurrea / Carlos Orús -- This research examines the effects of the visual product presentation on online users' perceptions. / Carlos Flavián / Raquel Gurrea / Carlos Orús --
Contents note continued: This architecture could increase knowledge transfer and thereby improve the adjustment and performance of the entire HR process. / Andreas Eckhardt / Sven Laumer / Christian Maier -- Furthermore the increased amount of data gained through new implemented performance measurement subsystems offers management a variety of new strategic options for continuing to battle in a global "War for Talent." / Andreas Eckhardt / Sven Laumer / Christian Maier -- ch. 16 Aligning Six Sigma and ITIL to Improve IT Service Management / Andreas Eckhardt / Sven Laumer / Christian Maier -- Today's executives are challenged to deliver value to their shareholders in a global marketplace. / Peter C. Chan / Shauntell R. Durant / Verna Mae Gall / Mahesh S. Raisinghani -- To compete, organizations are setting business strategies for the entire organization. / Shauntell R. Durant / Verna Mae Gall / Mahesh S. Raisinghani / Peter C. Chan --
Contents note continued: This management change presents a significant change for Information Technology (IT) organizations that have historically dealt with individual business units or functional domains. / Shauntell R. Durant / Peter C. Chan / Mahesh S. Raisinghani / Verna Mae Gall -- Now IT must support the enterprise's business strategy and the entirety of the enterprise. / Shauntell R. Durant / Verna Mae Gall / Mahesh S. Raisinghani / Peter C. Chan -- Technology organizations must deliver interoperation of processes, people, and technology to the entire enterprise. / Mahesh S. Raisinghani / Verna Mae Gall / Shauntell R. Durant / Peter C. Chan -- To design, deliver, and manage IT services to meet an agreed level of quality, organizations are implementing IT Service Management (ITSM) and creating quality standards, which use the best practices of IT Infrastructure Library (ITIL). / Peter C. Chan / Mahesh S. Raisinghani / Verna Mae Gall / Shauntell R. Durant --
Contents note continued: This paper uses a version of traditional consumer price search models from economic theory to evaluate the extent to which consumers and advertisers can rely on sponsored search as an effective strategic infomediary. / Roumen Vragov -- The article also describes steps that the manager of the search engine can take to improve the sponsored search service. / Roumen Vragov -- The findings are relevant to web advertising as well as to mobile advertising. / Roumen Vragov -- ch. 7 The Adoption of "E-Banking" by Lebanese Banks: Success and Critical Factors / Roumen Vragov -- This article examines the organizational, structural, and strategic factors that can speed up or slow down the adoption of E-banking innovations by financial institutions in the Lebanese market. / Elissar Toufaily / Naoufel Daghfous / Roy Toffoli --
Contents note continued: This suggests that the issues of trust in the technology are being addressed and that they could be moving towards a situation where e-services may become more commonplace in the future. / John Breen / Stephen Burgess -- ch. 5 Online Self-Services: Investigating the Stages of Customer-SST Systems Interaction / John Breen / Stephen Burgess -- The introduction of self-ser applications by online service providers provided an effective solution the lack of direct personal contact over the Internet, and offered a quick way to expand business operations. / Calin Gurau -- However, the success of this customer empowerment method is influenced by the capacity of various clients to use and adopt self service technology. / Calin Gurau -- Despite the interest raised by this topic within academic and practitioners communities, the factors that determine the adoption of online self-service applications are still a matter of debate. / Calin Gurau --
Contents note continued: Using a combination of qualitative and quantitative analysis, this study attempts to identify the main phases of customer-system interaction, as well as the quality dimensions perceived as important by SST users in each particular phase. / Calin Gurau -- The findings reinforce the interpretation of SST adoption as a gradual process of learning that presents different challenges for various types of customers depending on their level of online experience. / Calin Gurau -- ch. 6 Sponsored Search as a Strategic E-Service / Calin Gurau -- In addition to helping consumers navigate the web search engines offer a new kind of e-service known as sponsored search. / Roumen Vragov -- A search engine provides an auction interface to advertisers that allow them to be included in a list of sponsored links. / Roumen Vragov -- Consumers then search the list to find the best deal. / Roumen Vragov --
Contents note continued: We carried out an experiment to analyze the impact of the size, the quality and the movement of the product picture on the perceived usability, satisfaction and purchase intention of users. / Carlos Flavián / Raquel Gurrea / Carlos Orús -- We also analyzed the moderating role of user experience and product familiarity. / Carlos Flavián / Raquel Gurrea / Carlos Orús -- The results suggest the importance of visual aspects, emphasizing the quality of the picture as the most salient factor. / Carlos Flavián / Raquel Gurrea / Carlos Orús -- This study also indicates that users' satisfaction is influenced to a great extent by these attributes. / Carlos Flavián / Raquel Gurrea / Carlos Orús -- ch. 9 A User Centered Innovation Approach Identifying Key User Values for the E-Newspaper / Carlos Flavián / Raquel Gurrea / Carlos Orús --
Contents note continued: We have studied the pre-adoption phase of the e-newspaper, i.e. a newspaper published with e-paper technology. / Carina Ihlström Eriksson / Jesper Svensson -- The research question of this article is: In what way can a user centered innovation process contribute to identifying key values in mobile innovations? / Carina Ihlström Eriksson / Jesper Svensson -- The aim of this article is threefold: firstly, to identify key values for the e-newspaper, secondly, to examine the intention to adopt a new possible innovation and thirdly, to explore user centered design processes ability to capture user values early in the innovation process. / Carina Ihlström Eriksson / Jesper Svensson -- We have identified seven key user values: mobility, availability, personalization, usability, interactivity, readability and environment. / Carina Ihlström Eriksson / Jesper Svensson --
Contents note continued: While companies are in dire need of new strategies and integrated approaches in human resources, research has predominately observed the skill profile and general attitude of professionals to their work, their individual incentives, and consequentially, their turnover intention. / Andreas Eckhardt / Sven Laumer / Christian Maier -- We aim to relieve these needs in practice by introducing a first step towards a holistic system architecture of recruiting, retention, and development processes. / Andreas Eckhardt / Sven Laumer / Christian Maier -- For this purpose we use a design science approach to develop a talent management system architecture containing all respective processes and their related subsystems based on the next-generation holistic e-recruiting system invented by Lee (2007). / Andreas Eckhardt / Sven Laumer / Christian Maier --
Contents note continued: ch. 13 Location-Based Services (LBS) in Micro-Scale Navigation: Shortcomings and Recommendations / Marije Teerling / Timber Haaker / Henny de Vos / Mirella Kleijnen -- Pedestrians LBS are accessible by hand-held devices and become a large field of energetic research since the recent developments in wireless communication, mobile technologies and positioning techniques. / Suleiman Almasri / Muhammad Alnabhan / Ziad Hunaiti / Eliamani Sedoyeka -- LBS applications provide services like finding the neighboring facility within a certain area such as the closest restaurants, hospital, or public telephone. / Suleiman Almasri / Muhammad Alnabhan / Eliamani Sedoyeka / Ziad Hunaiti -- With the increased demand for richer mobile services, LBS propose a promising add-on to the current services offered by network operators and third-party service providers such as multimedia contents. / Suleiman Almasri / Ziad Hunaiti / Muhammad Alnabhan / Eliamani Sedoyeka --
Contents note continued: ch. 14 Understanding Telehealth: Constructing Meaning to Promote Assimilation / Suleiman Almasri / Muhammad Alnabhan / Ziad Hunaiti / Eliamani Sedoyeka -- During the past few decades, many healthcare authorities sought to integrate new methods of delivering care to patients. / Joachim Jean-Jules / Alain O. Villeneuve -- Among the priorities faced by these organizations, a major issue arose of how to provide healthcare to patients who live in rural or remote regions suffering from a lack of accessible professional resources and services that comply with WHO's call for providing fair access to healthcare. / Joachim Jean-Jules / Alain O. Villeneuve -- Many attempts were made to integrate new technologies such as telehealth into the healthcare system, but in many cases, telehealth was not successful due in part to limited assimilation into healthcare organizations and work practices. / Joachim Jean-Jules / Alain O. Villeneuve --
Contents note continued: ch. 4 E-Services and Australian Accounting Practices / Vanessa Cooper / Sharman Lichtenstein / Ross Smith -- This research investigated the website use of Australian accounting practices in metropolitan Melbourne, Australia in the period 2006-2010. / John Breen / Stephen Burgess -- This occurred through an investigation of the websites of 100 practices and interviews involving selected practices at the start of the period and a further investigation of the websites at the end of the period. / John Breen / Stephen Burgess -- The analysis revealed a heavy emphasis towards website features that identify the businesses and the services that they offer, which is consistent with other website studies involving professional services. / John Breen / Stephen Burgess --
Machine generated contents note: ch. 1 E-Services for Managing and Orchestrating Organizational Networks -- Organizations increasingly cooperate in organizational networks to remain competitive. / Margin Janssen -- Electronic intermediaries can provide all kinds of e-services to support the creation and management of such networks. / Margin Janssen -- While there has been substantial discussion on intermediaries matching demand and supply, there has been little analysis in relation to the management and orchestration of organizational networks. / Margin Janssen -- In this chapter, we analyze an intermediary that uses e-services for orchestrating a network in the consumer electronics industry. / Margin Janssen -- The empirical results show that the coordination and management of networks requires specific expertise and skills which could be provided by specialized intermediaries. / Margin Janssen --
Summary "This book presents perspectives on the management, delivery and consumption, and creation of new e-services technologies and tools, reviewing specific e-services such as e-banking and e-health initiatives and offering new perspectives useful to industry professionals and academicians interested in the creation, application, and evaluation of a number of different mobile and electronic services"--Provided by publisher
Notes "Premier reference source"--cover
Bibliography Includes bibliographical references and index
Subject Electronic commerce.
Author Scupola, Ada, editor of compilation
LC no. 2011016797
ISBN 1609606078 (hardcover)
1609606086 (ebook)
9781609606077
9781609606084 (ebook)