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1 – 10 of over 263000Chiehyeon Lim, Min-Jun Kim, Ki-Hun Kim, Kwang-Jae Kim and Paul P. Maglio
The proliferation of (big) data provides numerous opportunities for service advances in practice, yet research on using data to advance service is at a nascent stage in the…
Abstract
Purpose
The proliferation of (big) data provides numerous opportunities for service advances in practice, yet research on using data to advance service is at a nascent stage in the literature. Many studies have discussed phenomenological benefits of data to service. However, limited research describes managerial issues behind such benefits, although a holistic understanding of the issues is essential in using data to advance service in practice and provides a basis for future research. The purpose of this paper is to address this research gap.
Design/methodology/approach
“Using data to advance service” is about change in organizations. Thus, this study uses action research methods of creating real change in organizations together with practitioners, thereby adding to scientific knowledge about practice. The authors participated in five service design projects with industry and government that used different data sets to design new services.
Findings
Drawing on lessons learned from the five projects, this study empirically identifies 11 managerial issues that should be considered in data-use for advancing service. In addition, by integrating the issues and relevant literature, this study offers theoretical implications for future research.
Originality/value
“Using data to advance service” is a research topic that emerged originally from practice. Action research or case studies on this topic are valuable in understanding practice and in identifying research priorities by discovering the gap between theory and practice. This study used action research over many years to observe real-world challenges and to make academic research relevant to the challenges. The authors believe that the empirical findings will help improve service practices of data-use and stimulate future research.
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Knight's Industrial Law Reports goes into a new style and format as Managerial Law This issue of KILR is restyled Managerial Law and it now appears on a continuous updating basis…
Abstract
Knight's Industrial Law Reports goes into a new style and format as Managerial Law This issue of KILR is restyled Managerial Law and it now appears on a continuous updating basis rather than as a monthly routine affair.
Anne Morris, Louise Thornley and Katie Snudden
The early 1990s saw the emergence of automated self‐service issue units in the UK. Since then we have seen the introduction of second and third generation systems, the launch of…
Abstract
The early 1990s saw the emergence of automated self‐service issue units in the UK. Since then we have seen the introduction of second and third generation systems, the launch of self‐return facilities and their adoption for use in both public and academic libraries. This paper re‐examines the position of self‐issue and return towards the end of the decade and century based on the literature and research conducted by Loughborough University. It describes the main self‐issue/return systems available, lists the benefits and opportunities of implementing them and discusses considerations such as objectives, costs, security, location of equipment, functionality and design of systems, and the effect self‐issue/return has on users and staff.
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Shing Cheong Hui, Ming Yung Kwok, Elaine W.S. Kong and Dickson K.W. Chiu
Although cloud storage services can bring users valuable convenience, they can be technically complex and intrinsically insecure. Therefore, this research explores the concerns of…
Abstract
Purpose
Although cloud storage services can bring users valuable convenience, they can be technically complex and intrinsically insecure. Therefore, this research explores the concerns of academic users regarding cloud security and technical issues and how such problems may influence their continuous use in daily life.
Design/methodology/approach
This qualitative study used a semi-structured interview approach comprising six main open-ended questions to explore the information security and technical issues for the continuous use of cloud storage services by 20 undergraduate students in Hong Kong.
Findings
The analysis revealed cloud storage service users' major security and technical concerns, particularly synchronization and backup issues, were the most significant technical barrier to the continuing personal use of cloud storage services.
Originality/value
Existing literature has focused on how cloud computing services could bring benefits and security and privacy-related risks to organizations rather than security and technical issues of personal use, especially in the Asian academic context.
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Observing trends and issues plays a key role in the success of any industry. Since 2010, the Association of College & Research Libraries (ACRL) has been publishing papers on top…
Abstract
Purpose
Observing trends and issues plays a key role in the success of any industry. Since 2010, the Association of College & Research Libraries (ACRL) has been publishing papers on top trends and issues in academic libraries in the USA, allowing for reflection, tracking, lesson drawing, adaptation, planning and direction. Such a publication is absent in the Jamaican library industry. This paper aims to examine the extent to which these trends and issues, as reported by ACRL, are evident in Jamaican academic librarianship.
Design/methodology/approach
Through document and thematic analysis of publications written on Jamaican academic librarianship 2010-2016, this paper highlights trends and issues in Jamaican academic librarianship.
Findings
There are similarities in the trends and issues in Jamaican academic librarianship and American academic librarianship; the similarities sometimes vary, however, in focus. Additionally, there are trends and issues in Jamaican academic librarianship not mentioned in the literature reviewed on American academic librarianship and vice versa.
Research limitations/implications
A survey of the chief librarians’ perceptions regarding the trends and issues would be a useful follow-up.
Practical implications
This paper allows for reflection, comparison, benchmarking, lesson-drawing, planning and direction for academic libraries and other types of libraries in Jamaica and the rest of the developing world.
Social implications
The gaps highlighted, particularly those with the most potential, can be discussed with the objective of exploring how these can be translated into new or revised services for the community of users.
Originality/value
This paper is of value, as there is no publication with an explicit focus on trends and issues in Jamaican academic libraries; this paper will be the first publication on trends and issues in Jamaican academic librarianship. In this regard, this paper makes an important contribution to the literature on academic librarianship generally, and to the literature on Caribbean and Jamaican academic librarianship, specifically.
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Jin-Hong Gong, Li-Shan Xie, Jia-Min Peng and Xin-Hua Guan
The purpose of this paper is to explore integrity issues for travel services in China using the framework of a stress and coping model to focus on customers’ perceived unfairness…
Abstract
Purpose
The purpose of this paper is to explore integrity issues for travel services in China using the framework of a stress and coping model to focus on customers’ perceived unfairness, responsibility attribution and their negative emotions.
Design/methodology/approach
A content analysis of 80 online customer complaints provides a brief profile of these integrity issues.
Findings
Integrity issues frequently appear during service delivery and are primarily rooted in the unethical behavior of travel service employees or partners. Service contracts and fairness are used by customers as standards to evaluate harm caused by integrity issues. Customers attribute responsibility for these issues to the travel agency or tour operator, and not their employees. Finally, customers feel angry and disappointed when they experience an integrity issue and sometimes feel helpless.
Research limitations/implications
Future studies can collect data by multiple means and further examine the correlations between customers’ cognitive appraisals, negative emotions and relationship outcomes in the context of integrity violation.
Practical implications
Integrity management in travel services should be integrated with service management and promise management. Travel agencies must take immediate actions to reduce the negative influences of integrity issues. Moreover, the tourism sector in China should make efforts to control integrity problems at the industry level.
Originality/value
This study contributes to the prior model of trust violation by investigating the trigger events of integrity violation and emphasizing the roles of customers’ perceived unfairness and negative emotions.
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Self‐service has many benefits for the borrower and should be considered by librarians everywhere. It can help to provide the means to address the growing demands of the user…
Abstract
Self‐service has many benefits for the borrower and should be considered by librarians everywhere. It can help to provide the means to address the growing demands of the user while so many libraries suffer from the enormous pressures of limited library resources and budgetary constraints. Provides a synopsis of the methods used to achieve success with the self‐service project at the University of Sunderland, approximately costings, and an outline of project achievements and plans for the future.
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Jeanette Copperman and Karen Knowles
In this article we explore how inpatient mental health services in England and Wales are interpreting and responding to policy derived from Mainstreaming Gender and Women's Mental…
Abstract
In this article we explore how inpatient mental health services in England and Wales are interpreting and responding to policy derived from Mainstreaming Gender and Women's Mental Health (DH, 2003) in relation to women's safety in inpatient settings. This article will outline the background to concerns about safety in mental health settings for women and drawing on relevant literature and on interviews with service managers, practitioners and users identify some current issues in improving safety for women in inpatient settings and in creating single sex provision. Our review suggests that whilst there are improvements in provision for women in inpatient settings, some women are still not being offered a real choice of a women‐only setting on admission to hospital, and that changing the culture that permits a lack of physical and relational safety for women presents real challenges. We will discuss some of the implications for future practice.
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