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1 – 10 of 340Priyanka Singh, Fiona Lynch and Markus Helfert
Current literature argues that citizen engagement platforms must be used to gather citizens’ feedback to provide improved quality of services to citizens. However, limited studies…
Abstract
Purpose
Current literature argues that citizen engagement platforms must be used to gather citizens’ feedback to provide improved quality of services to citizens. However, limited studies consider the challenges faced by practitioners at the local level during the incorporation of those feedback for continuous service improvement. As a result, these services fail to fulfil the need of citizens. The purpose of this study is to structure the relationship between citizens’ feedback and continuous service improvement to meet the need of citizens.
Design/methodology/approach
Design science research methodology has been adapted under which a case study approach has been followed to investigate one of the citizens’ engagement platforms in Ireland.
Findings
The results from this study highlighted that practitioners faced challenges (e.g. capacity, risk and constraints) in terms of fulfilling the needs of citizens and there is a lack of structured approach to continuously provide improved services to them.
Research limitations/implications
This study provides a structured approach in the form of a process model to showcase how citizens’ feedback can be incorporated for continuously providing improved services to the citizens.
Social implications
This research provides a prescriptive view to assist municipalities during the incorporation of citizens’ feedback for continuous service improvement while addressing the challenges they face during this process.
Originality/value
This paper proposes a process model based on the guidelines of the open group architecture framework enterprise architecture and the collaboration with practitioners that would assist local authorities in continuously providing improved services to the citizens.
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Afnan Shajrawi and Faisal Aburub
Several different factors have an influence on the hotel sector in Jordan. Due to the different circumstances and the turbulence in this region, hotels face a competitive and…
Abstract
Purpose
Several different factors have an influence on the hotel sector in Jordan. Due to the different circumstances and the turbulence in this region, hotels face a competitive and dynamic economic environment, which causes these hotels to seek differentiation. Consequently, hotels need different strategies and support from information technology to achieve a competitive advantage. The purpose of this study is to investigate the extent to which enterprise resource planning ERP system usage affects service differentiation in the hotel sector in Jordan and examine the mediating effect of organizational agility on the aforementioned relationship.
Design/methodology/approach
Questionnaires were used to collect data from the hotel sector in Jordan. The response percentage was 75.41%.
Findings
The result showed that there is a significant effect of ERP system usage on service differentiation in Jordanian hotels, and this relationship was mediated by organizational agility. Organizational agility and its dimensions have a partial mediating role on the relationship between ERP system usage and service differentiation except for responsiveness which has a full mediating role. So, being an agile hotel will increase the ability to achieve service differentiation by using ERP systems.
Practical implications
This research focuses on investigating the mediating role of organizational agility in the relationship between ERP system usage and service differentiation within hotel sector in Jordan. Moreover, this research investigated the applicability of organizational agility on the hotel sector as it is mainly implemented in the manufacturing sector. The results show that organizational agility and its dimensions have a partial mediating role on the relationship between ERP system usage and service differentiation except responsiveness which has a full mediating role. So, being an agile hotel will increase the ability to achieve service differentiation by using ERP systems. Therefore, hotel practitioners in Jordan should focus on applying the required technologies and achieving organizational agility in order to achieve service differentiation. In addition, this study highlights that ERP usage has a positive impact on achieving organizational agility and service differentiation; hence, using these systems will help hotels in Jordan to implement agility capabilities which, in turn, help to achieve service differentiation. However, there are real challenges in hotel sector as implementation of ERP is expensive and time-consuming. The outcomes of this research can have additional reference that could benefit researchers in the future and bring attention of hotel managers in Jordan to the importance and advantages of this research.
Originality/value
A new model has been developed. An empirical investigation was performed on the hotel sector in Jordan to test the new model.
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Elisabeth Ilie-Zudor, Anikó Ekárt, Zsolt Kemeny, Christopher Buckingham, Philip Welch and Laszlo Monostori
– The purpose of this paper is to examine challenges and potential of big data in heterogeneous business networks and relate these to an implemented logistics solution.
Abstract
Purpose
The purpose of this paper is to examine challenges and potential of big data in heterogeneous business networks and relate these to an implemented logistics solution.
Design/methodology/approach
The paper establishes an overview of challenges and opportunities of current significance in the area of big data, specifically in the context of transparency and processes in heterogeneous enterprise networks. Within this context, the paper presents how existing components and purpose-driven research were combined for a solution implemented in a nationwide network for less-than-truckload consignments.
Findings
Aside from providing an extended overview of today’s big data situation, the findings have shown that technical means and methods available today can comprise a feasible process transparency solution in a large heterogeneous network where legacy practices, reporting lags and incomplete data exist, yet processes are sensitive to inadequate policy changes.
Practical implications
The means introduced in the paper were found to be of utility value in improving process efficiency, transparency and planning in logistics networks. The particular system design choices in the presented solution allow an incremental introduction or evolution of resource handling practices, incorporating existing fragmentary, unstructured or tacit knowledge of experienced personnel into the theoretically founded overall concept.
Originality/value
The paper extends previous high-level view on the potential of big data, and presents new applied research and development results in a logistics application.
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Muhammad Ali Memon, Mohamed Hedi Karray, Agnès Letouzey and Bernard Archimède
In difficult geographical zones (mountain, intra-cities areas, etc.), many shippers, from small and medium enterprises to individuals, may demand delivery of different food…
Abstract
Purpose
In difficult geographical zones (mountain, intra-cities areas, etc.), many shippers, from small and medium enterprises to individuals, may demand delivery of different food products (fresh, refrigerated, frozen, etc.) in small quantities. On the other side, carrier companies wish to use their vehicles optimally. Taking into account the perishability constraints (short-shelflife, temperature limits, etc.) of the transported food products and environmental constraints (pollution, carbon impact) while consolidating multiple kinds of food products to use vehicles optimally is not achieved by current transportation planning solutions. The purpose of this paper is to present an interoperable solution of a marketplace, formed by shippers and carriers, dedicated to the schedule of food transport orders.
Design/methodology/approach
This transportation planning system named Interoperable-Pathfinder, Order, Vehicle, Environment and Supervisor (I-POVES) is an interoperable multi-agent system, based on the SCEP (supervisor, customer, environment and producer) model (Archimede and Coudert, 2001). Ontologies are developed to create the planning marketplace comprising demands and offers from different sources (multiple shippers and carriers).
Findings
A hierarchy ontology for food products. A transporter system ontology. A global ontology that contains all shared concepts used by local ontologies of both shippers and carriers. I-POVES an interoperable model, which facilitates collaboration between carriers and their shippers through its active agents.
Practical implications
I-POVES is tested on a case study from the TECCAS Poctefa project, comprising transport and food companies from both sides of the Pyrenees (France and Spain).
Originality/value
There has been much work in the literature on the delivery of products, but very few on the delivery of food products. Work related to delivery of food products focuses mostly on timely delivery for avoiding its wastage. In this paper, constraints related to food products and to environment (pollution and carbon impact) of transport resources are taken into account while planning the delivery.
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Solmaz Mansoori, Janne Harkonen and Harri Haapasalo
This study aims to facilitate consistency of information in building information modelling (BIM) and address the current BIM gaps through the perspectives of the productization…
Abstract
Purpose
This study aims to facilitate consistency of information in building information modelling (BIM) and address the current BIM gaps through the perspectives of the productization concept and product structure (PS).
Design/methodology/approach
The study follows a conceptual research approach in conjunction with a single case study. First, the previous studies on BIM implementation, productization and PS are reviewed. Further, a case study is used to analyse the current state of productization in the construction sector and develop a functional PS for construction.
Findings
A Part-Phase-Elements Matrix is proposed as a construction-specific PS to facilitate consistency in information and to enhance BIM. The proposed matrix provides new avenues to facilitate consistent information exchange through the interconnection between conceptual PS and standard building objects library, and encourage collaborative communication between stakeholders.
Originality/value
This study explores the core of the productization concept and PS as means to facilitate consistency of information and thus address the current gaps in BIM. This as building projects progressively move towards systematic modular and prefabricated construction where the flow of reliable information about product and construction offerings becomes increasingly important.
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Christian Novak, Lukas Pfahlsberger, Saimir Bala, Kate Revoredo and Jan Mendling
Digitalization, innovation and changing customer requirements drive the continuous improvement of an organization's business processes. IT demand management (ITDM) as a…
Abstract
Purpose
Digitalization, innovation and changing customer requirements drive the continuous improvement of an organization's business processes. IT demand management (ITDM) as a methodology supports the holistic governance of IT and the corresponding business process change (BPC), by allocating resources to meet a company's requirements and strategic objectives. As ITDM decision-makers are not fully aware of how the as-is business processes operate and interact, making informed decisions that positively impact the to-be process is a key challenge.
Design/methodology/approach
In this paper, the authors address this challenge by developing a novel approach that integrates process mining and ITDM. To this end, the authors conduct an action research study where the researchers participated in the design, creation and evaluation of the approach. The proposed approach is illustrated using two sample demands of an insurance claims process. These demands are used to construct the artefact in multiple research circles and to validate the approach in practice. The authors applied learning and reflection methods for incrementally adjusting this study’s approach.
Findings
The study shows that the utilization of process mining activities during process changes on an operational level contributes to (1) increasing accuracy and efficiency of ITDM; (2) timely identification of potential risks and dependencies and (3) support of testing and acceptance of IT demands.
Originality/value
The implementation of this study’s approach improved ITDM practice. It appropriately addressed the information needs of decision-makers and unveiled the effects and consequences of process changes. Furthermore, providing a clearer picture of the process dependencies clarified the responsibilities and the interfaces at the intra- and inter-process level.
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