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1 – 10 of 492Jonna Pauliina Koponen and Saara Rytsy
Currently, online chat is in common use in e-commerce. By adding social interaction to the online context, companies hope to increase customers’ purchasing intentions. However…
Abstract
Purpose
Currently, online chat is in common use in e-commerce. By adding social interaction to the online context, companies hope to increase customers’ purchasing intentions. However, previous studies have not investigated how social presence is embedded in online business-to-business (B2B) chat conversations between buyers and sellers. Moreover, the functions of online chat in B2B sales have not been investigated.
Design/methodology/approach
The data was collected at a case company over the course of four years, from which the authors analyzed 157 online chat conversations between buyers (n = 157) and sellers (n = 9) with a theory-driven thematic analysis. In addition, data from the company’s customer relationship management system was collected to specify buyer types.
Findings
The results reveal that social presence was embedded in online B2B chat via buyers’ interactive, affective and relationship maintenance responses. Social presence differed depending on the type of buyer, with only existing customers having relationship maintenance responses. E-commerce B2B chat functions can be described as multiple and changing depending on the buyer–seller relationship stage.
Research limitations/implications
Having data only from one case company limits the results to one type of industry.
Practical implications
The results can be used in sales training and when developing online chat services.
Originality/value
Results bring scientific utility to B2B sales and marketing research, as the authors build a bridge between social presence, the existing theoretical model on B2B buyer–seller relationship development and online chat as a communication medium. Other researchers may use this understanding when exploring B2B buyer–seller interaction in different digitalized communication media.
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Mi Jeong Kim, Yeon Sook Hwang and Ha Sung Hwang
A variety of collaborative technologies have been developed to support design communication among members of design teams, and understanding the affordances of these technologies…
Abstract
Purpose
A variety of collaborative technologies have been developed to support design communication among members of design teams, and understanding the affordances of these technologies is critical to effective design collaboration. This research explores the potential of social networking as a collective medium that encourages design communication among student designers at the conceptual stage of design in a studio course.
Design/methodology/approach
For one semester, the student participants used different social networking services to communicate with their team members, and the authors analysed how they collaborated when solving a given problem using the collaborative tools.
Findings
The results show that various social networking platforms support students' communication of design and exploration of problems differently by affecting their clarification of ideas and information sharing. Collective discussion and online support are useful for framing problems and ideation in collaborative design.
Originality/value
This research proposes that social networking services appropriate to the activities needed to be chosen and provided to enable design communication to promote students' active learning through team collaboration.
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Anna-Leena Kurki, Elina Weiste, Hanna Toiviainen, Sari Käpykangas and Hilkka Ylisassi
The involvement of clients in service encounters and service development has become a central principle for contemporary health and social care organizations. However, in…
Abstract
Purpose
The involvement of clients in service encounters and service development has become a central principle for contemporary health and social care organizations. However, in day-to-day work settings, the shift toward client involvement is still in progress. We examined how health and social care professionals, together with clients and managers, co-develop their conceptions of client involvement and search for practical ways in which to implement these in organizational service processes.
Design/methodology/approach
The empirical case of this study was a developmental intervention, the client involvement workshop, conducted in a Finnish municipal social and welfare center. The cultural-historical activity theory (CHAT) framework was used to analyze the development of client involvement ideas and the modes of interaction during the intervention.
Findings
Analysis of the collective discussion revealed that the conceptions of client involvement developed through two interconnected object-orientations: Enabling client involvement in service encounters and promoting client involvement in the service system. The predominant mode of interaction in the collective discussion was that of “coordination.” The clients' perspective and contributions were central aspects in the turning points from coordination to cooperation; professionals crossed organizational boundaries, and together with clients, constructed a new client involvement-based object. This suggests that client participation plays an important role in the development of services.
Originality/value
The CHAT-based examination of the modes of interaction clarifies the potential of co-developing client-involvement-based services and highlights the importance of clients' participation in co-development.
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Davide Calvaresi, Ahmed Ibrahim, Jean-Paul Calbimonte, Emmanuel Fragniere, Roland Schegg and Michael Ignaz Schumacher
The tourism and hospitality sectors are experiencing radical innovation boosted by the advancements in Information and Communication Technologies. Increasingly sophisticated…
Abstract
Purpose
The tourism and hospitality sectors are experiencing radical innovation boosted by the advancements in Information and Communication Technologies. Increasingly sophisticated chatbots are introducing novel approaches, re-shaping the dynamics among tourists and service providers, and fostering a remarkable behavioral change in the overall sector. Therefore, the objective of this paper is two-folded: (1) to highlight the academic and industrial standing points with respect to the current chatbots designed/deployed in the tourism sector and (2) to develop a proof-of-concept embodying the most prominent opportunities in the tourism sector.
Design/methodology/approach
This work elaborates on the outcomes of a Systematic Literature Review (SLR) and a Focus Group (FG) composed of experts from the tourism industry. Moreover, it presents a proof-of-concept relying on the outcomes obtained from both SLR and FG. Eventually, the proof-of-concept has been tested with experts and practitioners of the tourism sector.
Findings
Among the findings elicited by this paper, we can mention the quick evolution of chatbot-based solutions, the need for continuous investments, upskilling, system innovation to tackle the eTourism challenges and the shift toward new dimensions (i.e. tourist-to-tourist-to-chatbot and personalized multi-stakeholder systems). In particular, we focus on the need for chatbot-based activity and thematic aggregation for next-generation tourists and service providers.
Originality/value
Both academic- and industrial-centered findings have been structured and discussed to foster the practitioners' future research. Moreover, the proof-of-concept presented in the paper is the first of its kind, which raised considerable interest from both technical and business-planning perspectives.
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Xiaoyun Zhou, Matthew Bambling and Sisira Edirippulige
Eating disorders (EDs) is a major health condition affecting 9% of the global population and 10% of those with EDs lost their lives as a result. Text-based telehealth…
Abstract
Purpose
Eating disorders (EDs) is a major health condition affecting 9% of the global population and 10% of those with EDs lost their lives as a result. Text-based telehealth interventions (TTIs) seem to provide a low-cost and convenient treatment option; however, the evidence is scarce. This study aimed to synthesize evidence relating to the use of TTIs for the management of EDs.
Design/methodology/approach
Five databases were searched published between January 2020 and May 2019. The authors used keywords relating to telehealth and EDs. The authors used Joanna Briggs Institute's (JBI's) critical appraisal instrument to assess the methodology quality of included studies.
Findings
Fifteen studies were included in this mix-method systematic review and assessed for methodology quality. Email, web-based texting, text-messaging and online chat room were used as mode for deliver healthcare for patients with EDs. In the treatment phase, all studies (nine studies; n = 860 participants) showed effectiveness (for RCTs) and usefulness (for non-RCT studies). In the aftercare phase (six studies; n = 364 participants), the results regarding the effectiveness of TTIs were mixed. Two studies showed effectiveness whilst four studies did not find statistically significant change of ED outcomes.
Research limitations/implications
The qualities of these studies varied; firstly, 66% (n = 10) of the studies were non-randomized studies (e.g. single-arm trial, case report) with small samples. Moreover, one-fourth (n = 4) of the studies did not use validated instruments or indicate the instrument. Also, half (n = 7) of the studies used TTIs as adjunct to face-to-face treatment or bigger online treatment, it is hard to make conclusion that the changes were due to TTIs' effect. In addition, follow-up rate is not satisfactory, thus results should be interpreted cautiously.
Practical implications
TTIs seem to be promising for management of EDs, particularly in the treatment phase. This provides an important treatment option for health practitioners and people with EDs as an alternative or in adjunct with face-to-face services.
Originality/value
This is the first review to synthesis the use of TTIs for ED management.
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David D. Walker, Su Kyung (Irene) Kim, Danielle D. van Jaarsveld, Simon Lloyd D. Restubog, Mauricio Marrone, Constantin Lagios and Arman Michael Mehdipour
The authors systematically review empirical dyadic service encounter research published in top-tier journals between 1972 and 2022.
Abstract
Purpose
The authors systematically review empirical dyadic service encounter research published in top-tier journals between 1972 and 2022.
Design/methodology/approach
The authors employed bibliometric techniques, co-citation analysis and bibliographic coupling analysis to map schools of thought and research frontiers within the dyadic service encounter literature. In total, the authors analyzed 155 articles. To ensure inclusion of high-quality research, the authors screened articles from 139 journals with “4” or “4*” ratings on the 2021 Chartered Association of Business Schools (ABS) journal list, in addition to articles published in three service sector-specific journals: Journal of Service Management, Journal of Services Marketing and Journal of Service Theory and Practice.
Findings
The authors' co-citation analysis identified four distinct clusters within the dyadic service encounter literature: (1) shaping and explaining service encounters; (2) emotions in service work; (3) modeling, manipulating and measuring encounter service quality and (4) emotional labor and regulation in dyadic service encounters. Furthermore, the authors' bibliographic coupling analysis generated three research clusters: (1) service encounter characteristics; (2) emotions and emotional labor and (3) service encounter interaction content.
Originality/value
The authors' comprehensive review synthesizes knowledge, summarizing similarities among research clusters within the service encounter realm. Noteworthy are research clusters that clarify the emotion-based underpinnings and reciprocal nature of behaviors and emotions within dyadic encounters. By conducting complementary bibliometric analyses, the authors trace the evolution of the service encounter literature, providing an overview of the present state of dyadic service encounter research. These analyses offer valuable insights into the current landscape of the field, identifying future dyadic service encounter research opportunities.
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Bee Leng Chew, Marnisya Abdul Rahim and Vighnarajah Vighnarajah
Recent advancement in technological development has encouraged distance learning institutions to be more productive and creative in effectively utilizing the Learning Management…
Abstract
Purpose
Recent advancement in technological development has encouraged distance learning institutions to be more productive and creative in effectively utilizing the Learning Management System (LMS). Among the many measures employed is the integration of federated search engine into the LMS which allows for a more productive and wider scope of information retrieval through the provisions of library resources and services. The purpose of this paper is to report one such case study in Wawasan Open University exploring the integration of federated search engine (EBSCO Discovery Service (EDS) widget) into the learning spaces of LMS. Widgets resemble apps that enable the integration of EDS functionality in providing access for students to retrieve library learning resources from the convenience of the LMS, excluding the need to log onto the library.
Design/methodology/approach
This paper presents a discussion that highlights the development and conjectural implementation of a framework on the integration of the EDS widget into the University’s LMS. Data collection includes meta-analysis data from the micro- and macro-level infrastructure that make up the framework, namely, end-user layer, system layer and data management layer.
Findings
Findings from this study addressed significant importance to the library in promoting effective search and utilization of information needs. The findings will also make clear recommendations in developing effective collaborations between the library and faculties. Although the implementation of this framework is still in a developmental stage, this study still provides pertinent information in validating the integration of EDS into the University’s LMS.
Research limitations/implications
While serious limitations are not anticipated, possible concerns do exist with programming algorithms in the integration of EDS into the LMS. These challenges will be reported in the paper as reference for future replications of study
Practical implications
One key implication is the increase in the usage of the library resources and the potential to reach a larger audience of remote library users.
Originality/value
The primary advantage is to minimize the need for multiple gateway login while ensuring the library to monitor relevant library databases activities throughout the system check of the LMS.
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Adrienne Muir, Rachel Spacey, Louise Cooke and Claire Creaser
This paper aims to consider selected results from the Arts and Humanities Research Council (AHRC)-funded “Managing Access to the internet in Public Libraries” (MAIPLE) project…
Abstract
Purpose
This paper aims to consider selected results from the Arts and Humanities Research Council (AHRC)-funded “Managing Access to the internet in Public Libraries” (MAIPLE) project, from 2012-2014. MAIPLE has explored the ways in which public library services manage use of the internet connections that they provide for the public. This included the how public library services balance their legal obligations and the needs of their communities in a public space and the ethical dilemmas that arise.
Design/methodology/approach
The researchers used a mixed-method approach involving a review of the literature, legal analysis, a questionnaire survey and case studies in five public library authorities.
Findings
UK public library services use a range of methods to regulate internet access. The research also confirms previous findings that filtering software is an ubiquitous tool for controlling access to and protecting library users from “inappropriate”, illegal and harmful internet content. There is a general, if sometimes reluctant, acceptance of filtering software as a practical tool by library staff, which seems to contrast with professional codes of ethics and attitudes in other countries. The research indicates that public library internet access will be a valued service for some time to come, but that some aspects of how public library services regulate internet access is currently managed can have socially undesirable consequences, including blocking legitimate sites and preventing users from accessing government services. Education could play a greater part in helping the general population to exercise judgement in selection of materials to view and use. This does not preclude implementing stricter controls to protect children, whilst allowing public libraries to continue providing a social good to those who are unable to otherwise participate in the digital age.
Research limitations/implications
The response to the survey was 39 per cent meaning that findings may not apply across the whole of the UK. The findings of this study are compared with and supplemented by other quantitative sources, but a strength of this study is the depth of understanding afforded by the use of case studies.
Originality/value
This paper provides both a quantitative and qualitative analysis of how internet access is managed in UK public libraries, including how library services fulfil their legal obligations and the ethical implications of how they balance their role in facilitating access to information with their perceived role as a safe and trusted environment for all members of their communities. The findings add to the international discussion on this issue and stimulate debate and policy making in the UK.
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Helen MacIntyre, Annabel Collins and Jo Stapleton
The purpose of this paper is to share a model of skilled outreach working to find and engage the hidden group of socially isolated and lonely older people who are reluctant or…
Abstract
Purpose
The purpose of this paper is to share a model of skilled outreach working to find and engage the hidden group of socially isolated and lonely older people who are reluctant or unable to access community activities, formal services or support. The model can inform the practice of community development, housing or other workers concerned with initiating behaviour change among older people to increase their social connectedness.
Design/methodology/approach
This practice-focused paper presents a description of key elements of the Ageing Better in Camden (ABC) outreach approach along with a snapshot of operational data and examples from interviews/case studies to indicate impact of the work.
Findings
ABC’s Outreach Team engaged with individuals facing significant barriers to social connection including physical and mental health problems, living alone, bereavement and caring responsibilities. A high proportion of Team engagements were with men (41%) who are typically hard to engage. In total, 23% of people who the Team met took some “Action” towards social connection. Qualitative examples indicated that encounters with the Team could be uplifting and act as a “nudge” towards “Action”. This paper discusses the need to strengthen evidence of the impact of the approach and challenges of doing so.
Originality/value
There are few descriptions in practice or research literature of outreach work with older people and the elements which make it effective. This paper addresses this gap.
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Jeanette Kirk, Ove Andersen and Janne Petersen
Older patients are at high risk of hospital readmission, which has led to an increasing number of screening and intervention programs. Knowledge on implementing screening tools…
Abstract
Purpose
Older patients are at high risk of hospital readmission, which has led to an increasing number of screening and intervention programs. Knowledge on implementing screening tools for preventing readmissions in emergency department (ED), where the primary focus is often the present-day flow of patients, is scant. The purpose of this paper is to explore whether a new screening tool for predicting readmissions and functional decline in medical patients>65 years of age could be implemented and its influence on cross-continuum collaborations between the primary and secondary sectors.
Design/methodology/approach
The study took place in an ED in Denmark, in collaboration with the surrounding municipalities. An evaluation workshop with nurses and leaders from the ED and the surrounding municipalities took place with the aim of investigating the organizational changes that occurred in daily practice after the implementation of the screening tool. The workshop was designed and analyzed using cultural historical activity theory (CHAT).
Findings
The results showed that it was possible to develop collaboration between the two sectors during the test period. However, the screening tool created different transformations for the municipality employees and in the ED. The contradictions indicated that the screening tool did not mediate a general and sustained transformation in the cross-continuum collaboration.
Research limitations/implications
Screening tools are not objective, neutral or “acontexual” artifacts and must always be adapted to the local context and sectors. CHAT offers a perspective to understand the collective object when working with organizational transformations and implementation.
Practical implications
The study have shown that screening tools are not objective, neutral or “acontexual” artifacts and must always be adapted to the local context. This is called adaption process. This adaption requires time and resources that should be taken into consideration from the beginning of introduction of new screens.
Originality/value
This paper contributes with knowledge about CHAT which offers a way to understand the leading collective object when working with organizational transformations and implementation. CHAT focuses not only on the structural changes but also on the cultural aspects of organizational changes, which is important if we want to reach a sustained change and implement the new screening tool in different sectors.
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