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The purpose of this paper was to develop a new interactive guiding system allowing people to use their own smart mobile devices, such as smart phones or tablet PCs, to activate the guiding services at the art gallery. The system provided interactions between visitors and exhibit items. It focused on the highly interactive functions between visitors and artworks authors as well as among visitors at both exhibition sites and social network sites (SNSs).

The system used quick response (QR) codes as the context aware elements, Facebook as the platform of SNSs, and smart mobile devices as the human-machine interfaces. Visitors carrying their own smart phones or tablet PCs can activate the guiding services by scanning the QR codes of the interested exhibit items. A system usability scale (SUS) survey was conducted to understand the visitors' perceptions on system usability. A questionnaire survey was conducted to collect the visitors' and authors' attitudes on releasing messages through Facebook.

The system was implemented at an art centre where lacquer artworks were on display. The SUS survey showed that 94 per cent of the participated visitors have satisfactorily rated this new guiding system, indicating rather high usability of the system. Most participated visitors agreed on Facebook as an ideal channel to release messages and they would pay more attention to the highly-recommended exhibit items. All the artworks authors consented to this new guiding system with potential power to disseminate their works over the cyberspace.

This new system possesses some important features in blending real world and cyberspace activities. Visitors at exhibit sites can become more informed and captivated because the interactive guiding system enables them to share knowledge and commentary opinions with others who were, are or will be at the same exhibition. It also allows people to share with their cyberspace friends who may have no times or opportunities to visit the exhibition. Most importantly, the new system may immensely expand the number of potential visitors in ways to make the authors and their artworks rapidly recognized.

This study aims to develop a highly interactive exhibition guiding system which enables both authors and visitors to interact with one another on an exhibition site.

The guiding system was designed with a “pull‐type” concept in a way that a handheld device must be close to a specific work to “pull” the information out of that work. The highly interactive functions between visitors and authors or among visitors were enabled by the Web 2.0. Verification and validation of the system's functions were tested in an art gallery with PDAs utilizing passive RFID readers and tags. A questionnaire survey was conducted to learn of the opinions from authors and visitors after they used the system.

The verification and validation test showed that all the functions have met the predefined requirements. The results of the questionnaire survey also revealed that the majority were satisfied with the interactive guiding system.

Not only can the system perform the guide tasks well, but it also allows the users to select interested modules so as to avoid overloading the irrelevant information. Additionally, the visitors can chat with unacquainted visitors who are onsite and have the same taste on a specific artwork, and the authors can visualize the visitors' comments, recommendations, and suggestions on their works in a real‐time manner.

The paper shows that the proposed system has some innovative features. It enables the authors to interact with the visitors, to understand the visitors' thoughts and opinions on their works, and to share the ideas of their creativity with the interested visitors onsite. On the other hand, it also enables the visitors to interact with the authors and other visitors. The visitors can recommend appreciated works to others, provide their comments and suggestions, visualize others' comments and suggestions, and exchange their views with those who are onsite and even recommend the same works.

The purpose of this article is to present a guiding system with enhanced functionality based upon radio frequency identification (RFID) technology to promote a user friendly experience.

Based on a user survey, the paper provides a guiding system using RFID with blog platform for further interaction. An example of this technology was built into a gallery at a college in Taiwan.

This guiding system is defined as pull type because users actively pull the relevant information using RFID readers. With such functionalities, users have the opportunity to acquire information, using a mobile device, about a specific object in a context‐aware manner. In addition, users can share ideas and comments related to the object on blogs with others who had visited or will visit the object or site. The user survey results showed that visitors seldom met the artists at an exhibition of their works, but desired to discuss and shares comments with them and other visitors. The proposed system addressees this need with a blog, and the user satisfaction survey confirmed that the proposed system met the requirements.

The paper provides a guiding system to enhancing user experience by RFID and blog. The system also builds a channel between the creators of the artworks and others.

The purpose of the present study is to understand the diversity management concept in Taiwan setting by providing a closer look into local companies’ practices. Rational and focus for this research exploration is based on three areas related to diversity management in organizations: external and internal pressures for diversity in Taiwanese companies; companies’ approaches and senior leadership attitude toward diversity; companies’ diversity management practices.

The authors have collected secondary and primary data, including 15 interviews with management, at three large Taiwan semiconductor companies and build a case study of diversity management in Taiwan.

Taiwan companies’ diversity management is motivated mainly by business case and social responsibility goals. They experience a need for diversity management and proactively introduce diversity management policies.

Further studies should look into diversity management practices of smaller private/family-owned companies in Taiwan to get a deeper understanding of the concept in the country using quantitative and qualitative approaches.

Taiwan is historically culturally homogeneous society, which undergoes massive demographic changes under the influence of low birth rate and high rate of immigration. Taiwan situation creates specific economic, cultural, and political context for diversity management that differs from other Asian, European or Western societies.

The purpose of this chapter is to provide an overview of the research presented in this edited volume.

This report is based on 17 chapters, which vary in terms of research approach, design, and method, yet aims to present different country perspectives on diversity within diversity management.

The chapters present new insights on how the national and macro-social environment impacts the institutional approaches to diversity management across the world. Findings indicate the need for organizations to focus on deep-level diversity, rather than choosing a tick-box policy on surface-level diversity. Empirical studies reveal that every institution can adopt a diversity-friendly approach in a way that best fits their structure, culture and the mentality of their top management team.

The report summarizes and integrates novel insights on country perspectives and approaches on diversity management.

The purpose of this study is to propose an effective mechanism of developing innovative ICT‐enabled services from the perspective of experiential marketing with the aim to utilize a commonly used product design model of Kano.

To illustrate the application of the integrative approach of mechanism, a case of innovative ICT‐enabled residential video surveillance is given to identify customer needs based on Bernd Schmitt's five strategic experiential modules (SEMs). Afterward, the Kano questionnaire is developed and used in an on‐line survey. Data from 668 respondents are collected and analyzed in light of Kano's method.

A total of 15 innovative service requirements is identified. Among them, seven requirements are attractive and eight are one‐dimensional attributes according to Kano's method of categorization.

Under the competitive situations that most of the ICT‐enabled service providers provide similar products and services, firms need to grasp customer needs and wants and convert them into deliverable services promptly. The result reveals that integrating Kano model with SEMs are good tools in exploring customer needs and wants for ICT‐enabled services.

To explore the experiential aspects of consumption has become the most important source for value creation. However, it is hard to find a systematic approach with common language for cross‐functional design team. This study aims to solve this problem by incorporating two well‐known models. Though the models used are widespread, it is rarely found in using Kano's model to explore the experiential aspects of consumption; likewise, SEMs are rarely implemented systematically.

The purpose of this paper is to gain insight into firms' innovation competencies and to develop an instrument to examine the key innovation competencies that contribute to integrated services.

Data were collected via the initial 80‐item questionnaire given to innovation‐related key figures within the Taiwanese communications industry (sample size 500; valid response rate 75.4 percent). The initial 80 items of innovation competencies and development procedures of measurement instrument were explored, exploited, and analyzed. The instrument validity of the multi‐aspect innovation competencies measure was evaluated through assessing convergent, discriminant, and predictive validity.

Research results indicate that five‐dimension and 17‐item constructs the measurement instrument of innovation competencies for integrated services. An examination of individual dimensions' effect on “overall innovation competencies” shows that industry specific (0.45) is the most important dimension, followed by market related (0.23), technology related (0.14), product related (0.13), and organization related (0.13).

This study is conducted in only one industry (communications) and one country (Taiwan).

Integration capabilities of different innovation competencies of a firm is vital for the successful development of integrated services, and out of all the innovation competencies, industry‐specific innovation competencies are the most important. A firm should then identify potential markets and trends and fully utilize their human resource capabilities to develop innovative services, along with senior executives' awareness and acceptance of risk.

This paper may be the first to identify the measurement instrument of innovation competencies for integrated services and will expand the scope of service innovation research.

Developing strategic relationships with third-party logistics (3PL) providers has long been one of the key challenges in automotive supply chains. The purpose of this paper is to propose a new approach for evaluation and indexing 3PL providers using the Kano model.

The statistical population used in this research comprises managers from the Iranian automotive industry. The Kano evaluation approach is used to analyze the data collected and to classify the criteria used in selection of the preferred 3PL providers.

The results suggest that the proposed framework, based on the Kano classification, can be a powerful tool for the automotive industry in evaluating 3PL providers. Moreover, the analyses indicate that 3PL providers need to improve their service offering in aspects that are to be found in the Kano model’s requirements, namely, must-be, one-dimensional and attractive.

This study contributes to the supply chain management literature by being the first to classify selection indices of 3PL providers in the automotive industry using the Kano model.