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The purpose of this paper is to explore the adoption of a mobile insurance claim system (M-insurance) and develops a framework for the adoption of M-insurance by consumers.

This study assesses mobile technology for claim management through the lens of the technology acceptance model (TAM) and diffusion of innovation (DOI) models as a major guideline, using exploratory research through in-depth interviews with four executive experts who are first movers in mobile claim motor insurance in Thailand. Semi-structured interviews and open-ended questions were used to conduct group interviews of insurance consumers who mostly use smartphones. The data were collected in a qualitative research approach from Thai insurance consumers (n=177), and contents were classified and analysed to gain strong insights into respondent opinions, comments, attitudes, behaviour, and experiences.

The results indicate that the external (social) factors influence attitude and behaviour of consumers which link to their intention to adopt M-insurance. These external factors include: preference for face-to-face service; confidence of insurers in accepting claim; and risk of claim knowledge that might cause legal issues among others. In application, the findings shall meaningfully enhance insurer firms’ improvement of adoption rate and development of future features and functions of M-insurance.

This study is based on insurance consumers in each region of Thailand but focuses only on mobile claim management for motor insurance. Although the findings bring new insight and understanding of consumer preferences and behaviours, they were not tested statistically.

The study has practical implications for motor insurance claimants who are concerned over the complicated policy conditions, the perspective risk of claim knowledge and fault admission, and the on-site investigation by surveyor for another party. These are the guidance impediments to overcome M-insurance adoption improvement.

Previously, TAM and DOI approaches have been employed to study general adoption of M-banking by quantitative research which confirmed descriptive data and tested the hypothesis, but neglected crucial data. However, M-insurance is different from M-banking in term of features and functions, purpose and process of usage, and legal liability. Therefore, this study is one of a few empirical studies that attempt to identify insightful factors to consumer uptake of M-insurance which is in its early stage and lacks an underpinning TAM model. This study contributes by identifying insights of “pull” factors to successfully develop M-insurance in Thailand.

Pacific Bell has pioneered the development of a unique concept for computing the amount of value added by a given component business process before and after process reengineering efforts. Its innovative Process Value Estimation (PVE) methodology enables management to target processes ripe for reengineering and prevent cost cutting that reduces value.

Stress is a key issue facing many organisations yet, despite the increasing awareness of how it impacts on business, many companies are unsure of the best way to fulfil their duty of care towards their employees. This article looks at how training can have a positive impact on tackling stress in the workplace – helping employees become more resilient towards stress, and enabling them to tackle the root causes of any problems. It highlights the importance of providing additional training for managers who not only need to manage their own stress levels, but have responsibility for their direct reports. It focuses on the case of East London and The City Mental Health Trust and how it has used training to provide support for colleagues suffering from stress caused by bullying and harassment.

The purpose of this paper is to explore whether librarians are familiar with technological innovations and are ready to accept them. The objectives are: to what extent does the Technology Acceptance Model (TAM) explain librarians' perceptions of mobile services (m‐services); and to what extent do differences in gender, age, workplace, role, and smart phone use explain librarians' perceptions of m‐services?

The research was conducted in Israel during the first semester of the 2012 academic year. It encompassed three groups of Israeli librarians: academic, public, and special. Researchers used two questionnaires to gather data: a personal details questionnaire, and a mobile technology questionnaire.

This study supported the two core variables model (perceived ease of use and usefulness) of TAM that may predict librarians' behavioral intention to use m‐services in the library. However, it added two more components to the model: personal innovativeness and smart phone usage.

Library directors may try to implement more m‐services on their web sites. These services should be simple, attractive, and efficient. They should also try to expose librarians to the benefits and ease of use of m‐services.

The findings emphasize the importance of the TAM that may predict librarians' behavioral intention to use m‐services in the library and may lead to further research in this field.

The paper investigates the evolution of the successful mobile internet service i‐mode in Japan, identifies the relevant explanatory factors, and provides implications for the further development of mobile data communications in Europe. In conclusion, the paper argues that there must be a balanced and efficient mix of industry coordination, service experimentation, and dynamic competition in order to provide a foundation for mobile data success in Europe.

This study’s purpose is to analyze the international mobile marketing (IMK) in order to stage the importance of this tool in the internationalization of companies. Our understanding of mobile marketing is constantly evolving, due to its high business penetration in a world globalized by technologies.

A review of the relevant literature on IMK, companies and customers is undertaken to understand the link between them. The paper begins by explaining the coronavirus disease 2019 is accelerating the change of the rules of the game in traditional and online commerce around the world. Furthermore, this study uses secondary data from organisation for economic co-operation and development (OECD), Sensor Tower, mobile marketing association (MMA), App Annie, among others, to support research results.

The results have shown that IMK has opened a melting pot of opportunities for companies and consumers in this period of pandemic; the potential of this tool is being redefined, in order to identify, anticipate and satisfy customers requirement profitably and efficiently. This study aims to provide an assessment of new concept of IMK and how this tool has to be integrated into the firm’s digital marketing strategies.

The study contributes to make better future decisions in the international digital expansion of companies by company executives and marketing experts. This paper provides a comprehensive framework intended to guide research efforts focusing on digital marketing as well as to aid practitioners in their quest to achieve IMK success.

The purpose of this paper is to analyse technological and regulatory issues arising from the introduction of TV services on mobile handsets.

The paper looks at the various technological solutions to the provision of mobile TV and records the progress to date of trials of these technologies. It also examines the regulatory framework in the EU and certain individual countries and analyses the effects of spectrum shortages.

The paper finds that the existence of competing, incompatible technologies, the constraints on the availability of suitable spectrum, the issue of what content to broadcast and the difficulties of persuading customers to pay for it are holding back the widespread dissemination of mobile TV, but only on a temporary basis.

This paper is the first detailed attempt to investigate this topic.

To analyse the mass customisation strategies (MC) developed by mobile phone operators and to identify the types of customer value perceived by mobile phone users that customise services to their profiles.

A customer‐centre approach was adopted for analyzing MC strategies that enhance both extrinsic and intrinsic customer value. A convenience sample was surveyed for gathering data regarding the customer value dimensions perceived by users of customised mobile phone services in Greece.

Findings revealed that MC strategies that are customer centred are vital as, users of customised mobile phone services perceive both “give” and “get” customer value dimensions. As MC does not come for free, to persuade customers to get involved and invest time and effort in value chain operations for designing customised services, companies need to identify and provide enhanced customer values.

Research findings have great implications in the new service development processes and marketing – communication strategies of mass customisers. Due to the small sample size, future research should test the wider and global generalisability of findings.

Findings help practitioners increase the adoption and use of mass customised mobile phone services by providing insight on how to: develop MC strategies from a customer‐centric perspective; and conduct a customer value‐based market segmentation for enhancing marketing effectiveness and MC customer adoption.

The MC literature is dominated by operation‐supplier approaches to MC strategies in the manufacturing sector. In services, customer involvement in value chain operations is also significant. The study contributes by suggesting a customer‐centric approach for developing MC in services that enhances customer value. The study also extends and adapts a multi‐dimensional construct for measuring customer value in customisable mobile phone services environments.

The purpose of this paper is to define critical design and evaluation factors of business models (BM) for mobile network operators (MNOs) in general, and more specifically for mobile data services.

This paper follows a qualitative approach. Aiming to identify critical design factors for mobile BMs, this research, as a part of larger research, examines three real-life cases related to mobile data service BM design and engineering. These cases are Orange Business Services (OBS); Apple’s iPhone services and applications, and NTT DoCoMo’s i-mode service.

In this paper, the authors provide a framework for designing and developing Market-Aligned, Cohesive, Dynamic, Explicit, and Unique BMs with Fitting Network-Mode, which, if adopted by MNOs, would ensure their long-term success by improving the sustainability and innovation capabilities of their BMs. These critical design factors address different spheres of the mobile business: “Cohesion” and “Explicitness” are operator-oriented, whereas “Market-Alignment,” “Dynamicity,” “Uniqueness,” and “Fitting Network-Mode” are industry-oriented.

Although the paper provides in-depth analysis of three case studies in the context of mobile telecommunications, the authors cannot claim that the developed framework can be generalized to all services in the mobile telecommunications industry. Further validation through empirical testing is preferred and this could be done in future research.

The developed framework is of value to MNOs as it provides them with a holistic approach for designing and also evaluating successful BMs over time. This is because the developed framework defines critical design factors for BMs in the contexts of their environments.

The domain of BMs is still emerging within the field of information systems. The majority of prior studies either tackled the issue of BM definition or provided taxonomies and classifications of this concept. The originality of this paper comes from the fact that it takes further steps in developing the concept by providing a comprehensive framework which encapsulates critical design and evaluation factors of mobile BMs.

As the technology evolves, the ways in which supply chain is coordinated improve. During a careful study on the intelligent wireless web (IWW) and its services for future applications, its great potentials for the implementation of a mobile real‐time system for supply chain coordination were realized. This paper seeks to introduce a development process for the IWW. In addition, it aims to explain the concept of mobile real‐time supply chain coordination, and propose and describe a practical model for this subject matter based on the most recent technologies including the IWW and agents.

Objectives were achieved through a thorough study on the IWW, agent technology, and the ways of applying them for mobile real‐time coordination in supply processes. As a method to conduct the research, first, the paper made out what the IWW services are and how one may develop them. Since mobile real‐time coordination is an absolutely innovative concept, the study prepared a comprehensive understanding of it and then, a practical framework was sketched and explained to implement the suggested system. The approach to this topic was a realistic one and an attempt was made to include all the prerequisites and details for the intended system.

In the course of the work, it was found that the IWW and other corresponding technologies have the greatest potentials ever available for the realization of a mobile real‐time supply chain coordination system and most of the chapters illustrate the claim.

Mobile real‐time coordination and its use in supply chains is something new. The development process for IWW proposed here is totally practicable and no other implementation scenario for the application of the IWW in mobile real‐time coordination has been suggested yet.