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Article
Publication date: 1 December 2001

Mary Jo Bitner

Technology is profoundly changing the nature of services and the ways in which firms interact with their customers. The result, while positive, also has its downside. This paper…

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Abstract

Technology is profoundly changing the nature of services and the ways in which firms interact with their customers. The result, while positive, also has its downside. This paper elaborates on the opportunities that technology presents for firms to develop new services, and provide better, more efficient services to customers as well as the paradoxes and dark side of technology and services. The paper concludes with a section on what customers expect from technology‐delivered services suggesting that “the more things change, the more some things remain the same”. Customers still demand quality service no matter how the firm chooses to structure the relationship. It is incumbent upon firms to develop technology‐based services that can provide the same high level of service that customers expect from interpersonal service providers.

Details

Managing Service Quality: An International Journal, vol. 11 no. 6
Type: Research Article
ISSN: 0960-4529

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Article
Publication date: 1 December 2007

Kevin Doughty, Andrew Monk, Carole Bayliss, Sian Brown, Lena Dewsbury, Barbara Dunk, Vance Gallagher, Kathy Grafham, Martin Jones, Charles Lowe, Lynne McAlister, Kevin McSorley, Pam Mills, Clare Skidmore, Aileen Stewart, Barbara Taylor and David Ward

The development of telecare services across the UK has been supported by grants from the respective governments of Scotland and Wales, and by the DH in England. New services are…

391

Abstract

The development of telecare services across the UK has been supported by grants from the respective governments of Scotland and Wales, and by the DH in England. New services are being established to sometimes operate alongside existing community equipment services and community alarm services. Elsewhere they are embracing a wider range of services including rehabilitation, intermediate care and health services designed to reduce the use of unscheduled care services. This paper discusses the difficulties in understanding the scope of telecare services, and the definitions of services that will need to be confirmed so that service users can choose appropriately if offered direct payments. Two different service models are offered, one of which uses telehealth as an umbrella term to cover all telecare, e‐care and m‐care, and telemedicine where the former includes all such services offered in the service user's home, including those of a medical nature. The second model views telecare alongside assistive technologies and telemedicine as one of three different technology groups designed to make people more independent or to bring care closer to home. There is significant overlap between the three groups, which justifies the introduction of a new term ‐ ARTS (assistive and remote technology services) ‐ to describe this area of support.

Details

Journal of Assistive Technologies, vol. 1 no. 2
Type: Research Article
ISSN: 1754-9450

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Article
Publication date: 1 November 2008

Kevin Doughty, Andrew Monk, Carole Bayliss, Sian Brown, Lena Dewsbury, Barbara Dunk, Vance Gallagher, Kathy Grafham, Martin Jones, Charles Lowe, Lynne McAlister, Kevin McSorley, Pam Mills, Clare Skidmore, Aileen Stewart, Barbara Taylor and David Ward

The development of telecare services in the UK has been supported by grants from the respective governments of Scotland and Wales, and by the Department of Health in England. New…

187

Abstract

The development of telecare services in the UK has been supported by grants from the respective governments of Scotland and Wales, and by the Department of Health in England. New services are being established, sometimes to operate alongside existing community equipment services and community alarm services. Elsewhere they are embracing a wider range of services including rehabilitation, intermediate care and health services designed to reduce use of unscheduled care services. This paper discusses the difficulties in understanding the scope of telecare services, and the definitions of services that will need to be confirmed if service users are to be able to choose appropriately if offered direct payments. Two service models are offered, one of which uses telehealth as an umbrella term to cover all telecare, e‐care and m‐care, and telemedicine, where the former includes all such services offered in the service user's home, including those of a medical nature. The second model views telecare alongside assistive technologies and telemedicine as one of three technology groups designed to make people more independent, or to bring care closer to home. There is significant overlap between the three groups, which justifies the introduction of a new term ‐ ARTS (assistive and remote technology services) ‐ to describe this area of support.

Details

Housing, Care and Support, vol. 11 no. 3
Type: Research Article
ISSN: 1460-8790

Keywords

Article
Publication date: 15 November 2018

Atieh Poushneh and Arturo Z. Vasquez-Parraga

This study aims to answer the following question: How can customer readiness be instrumental in non-technology-based service delivery?

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Abstract

Purpose

This study aims to answer the following question: How can customer readiness be instrumental in non-technology-based service delivery?

Design/methodology/approach

Using a field study, this research examines the role of customer readiness in customer participation in non-technology-based service delivery and its indirect effects on such customer outcomes as perceived service quality, customer satisfaction and customer willingness to recommend.

Findings

The results show that customer readiness is a second-order construct. It has a significant impact on customer participation in service delivery, which in turn impacts three key service outcomes: customer perceived service quality, customer satisfaction and customer willingness to recommend. Four factors influencing customer readiness (consumer previous experience, consumer desire for control, consumer perceived risk and customer organizational socialization) are also empirically evaluated.

Research limitations/implications

Some limitations of the study are related to sample size and use of a type of services. The research tested 13 hypotheses with a limited sample size in one context. A better representation of the population and a more generalizable outcome require more representative samples and studies in various contexts such as banking, hotel services or health care services. This study demonstrated the importance of customer readiness for effective participation in non-technology-based service delivery; it does not address the impact of customer readiness on participation in the context of technology-based services. Future research may also shed light on when and why customers choose technology-based services versus non-technology-based services.

Practical implications

Effective customer participation in service delivery can, and should, benefit from boosting customer readiness.

Originality/value

This research shows the impact of customer readiness on non-technology-based service delivery, more specifically, the impact of customer readiness on customer participation in this type of service delivery. Customer readiness has been found to be beneficial in the provision of technology-based services; yet, its role in the provision of non-technology-based services has not been thoroughly evaluated.

Article
Publication date: 13 March 2017

Gulcin Kubat

The purpose of this study is to search for any evidence for university libraries that are accessible by mobile technology in Turkey as relevant models of the future; having regard…

1162

Abstract

Purpose

The purpose of this study is to search for any evidence for university libraries that are accessible by mobile technology in Turkey as relevant models of the future; having regard to the fact that smartphones will very soon become the standard means by which the internet is accessed, and the rates of connection from mobile devices will supersede those which are computer-based.

Design/methodology/approach

In the study, both domestic and foreign literature surveys were undertaken to determine which mobile library services are offered in university libraries. Thirty random central libraries of both private and state universities were selected from across the seven regions of Turkey. To gather data, a 26-question electronic survey was generated and e-mailed to the library managers. The questions were based on findings regarding the mobile library services provided by university libraries around the world.

Findings

By examining the survey results, it was determined that Turkish university libraries utilise a comparable level of mobile technology and demonstrate a similar level of care with regard to the services they offer. There are mobile sites (separate sites or mobile sites as applications), mobile library catalogues, short messaging services, chat rooms, consultations via instant messaging tools, mobile device-lending services, and augmented reality and QR code applications.

Research limitations/implications

In Turkey, the structures of university libraries operate under variable conditions because of the lack of established standards. This causes negative results for the delivery of library services. For this reason, university library standards should be set practicable as soonas reasonable, considering the social/economic and cultural structure of the country.

Practical implications

Owing to the transformative effect technology and the internet have had on services information and communication technologies, infrastructure has been added as a sixth element to the five traditional library items, namely, building budget personnel collection and users. Globalisation through the web has resulted in the individualisation of services and the slogan content is king has been changed to the customer experience is king. Fundamental library services are being adapted to allow mobile technology access, and this approach best reflects the new slogan. Therefore, the university library of the future may well be the one entirely based on mobile technology.

Social implications

Mobile devices lead to new forms of engagement with student learning; so academic libraries are expected to be strong partners in the teaching and learning processes of their institution.

Originality/value

The hypothesis of this study is that a university library accessible by mobile technology will be the model of the future, and its purpose is to search for any evidence for which the university libraries in Turkey are prepared to meet this challenge. This study is also meaningful because there have not been any study of Turkish university libraries in terms of mobile library services to users. This paper is the first time that a comprehensive study has been made of current mobile technology-based services, and is also the first comparison of the applications in Turkish university libraries. Additionally, paper synthesises developments and provides suggestions for the future.

Details

Information and Learning Science, vol. 118 no. 3/4
Type: Research Article
ISSN: 2398-5348

Keywords

Article
Publication date: 31 December 2021

Mahfuzur Rahman, Teoh Hui Ming, Tarannum Azim Baigh and Moniruzzaman Sarker

This study aims to understand the importance and challenges of adopting artificial intelligence (AI) in the banking industry in Malaysia and examine the factors that are important…

7630

Abstract

Purpose

This study aims to understand the importance and challenges of adopting artificial intelligence (AI) in the banking industry in Malaysia and examine the factors that are important in investigating consumers' intention to adopt AI in banking services.

Design/methodology/approach

The qualitative research was carried out using in-depth interviews from officials in the baking industry to understand the importance and challenges of adopting AI in the banking industry. In the quantitative study, a total of 302 completed questionnaires were received from Malaysian banking customers. The data were analysed using the SmartPLS 3.0 software to identify the important predictors of their intention to adopt AI.

Findings

The qualitative results reveal that AI is an essential tool for fraud detection and risk prevention. The absence of regulatory requirements, data privacy and security, and lack of relevant skills and IT infrastructure are significant challenges of AI adoption. The quantitative results indicate that attitude towards AI, perceived usefulness, perceived risk, perceived trust, and subjective norms significantly influence intention to adopt AI in banking services while perceived ease of use and awareness do not. The results also show that attitude towards AI significantly mediates the relationship between perceived usefulness and intention to adopt AI in banking services.

Practical implications

Financial technology (FinTech) is regarded as a critical determinant of strategic planning in the banking industry. While AI provides various disruptive opportunities in the FinTech space in terms of data collection, analysis, safeguarding and streamlining processes, it also poses a sea of threats to incumbent banks. This study provides vital insights for the policymakers of the banking industry to address the challenges of adopting AI in banking. It also provides the important predictors of the bank customers' intention to adopt AI in banking services. Policymakers can devise their strategies to enhance AI adoption considering the facts.

Originality/value

This study is amongst the pioneer in exploring the importance and potential challenges in implementing AI technology in banking services and identifying the essential factors influencing the intention to adopt AI in Malaysia's banking services.

Details

International Journal of Emerging Markets, vol. 18 no. 10
Type: Research Article
ISSN: 1746-8809

Keywords

Article
Publication date: 18 November 2013

Lori S. Mestre

This paper aims to provide details of a collaborative campus effort that created a Media Commons at an undergraduate library at a major research university to provide students and…

Abstract

Purpose

This paper aims to provide details of a collaborative campus effort that created a Media Commons at an undergraduate library at a major research university to provide students and faculty opportunities to experiment with emerging technologies, with expanded opportunities to learn of best practices in educational technology.

Design/methodology/approach

This is a case study that used a web survey, focus groups, usage statistics, and interviews to determine the needs and best practices for creating and maintaining the Media Commons.

Findings

Preliminary results indicate that this program provides value to students and faculty seeking to learn about and use multimedia for coursework and projects. It confirms the gap on campus for places students can go for loanable technology and consultation services in the production and editing of multimedia.

Research limitations/implications

Because the Media Commons just launched there has not had a programmatic evaluation yet to assess the impact of this program. However, based on initial feedback, suggestions for improvements in the program are included.

Practical implications

The rationale, process and efforts described in this paper can be replicated by other institutions that are interested in creating a Media Commons.

Originality/value

Although there are many articles written about Learning Commons and Information Commons, there is not much available that documents the efforts of creating a Media Commons at a library and the rationale for centralizing and freely making available campus multimedia expertise and equipment.

Article
Publication date: 5 May 2015

Vanessa Ratten

– The purpose of this paper is to examine the different factors affecting purchase intention of cloud computing services in Turkey and the USA.

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Abstract

Purpose

The purpose of this paper is to examine the different factors affecting purchase intention of cloud computing services in Turkey and the USA.

Design/methodology/approach

A research framework is developed based on social cognitive theory and the technology acceptance model. A survey questionnaire is used based on student responses in Turkey and the USA to see if there are any differences toward purchase intentions.

Findings

A majority of the research hypotheses are supported in both the Turkish and USA sample indicating that there are similarities in perceived ease of use, perceived usefulness, consumer innovation and performance expectancy toward cloud computing.

Research limitations/implications

The findings of this research have implications for technology companies and marketers operating in North America, Europe and Asia.

Practical implications

As few studies exist on the differences between purchase intention of technological innovations in the USA and Turkey, this paper contributes to a better understanding of whether cultural differences or consumer attitudes effect adoption of emerging technologies including cloud computing services.

Originality/value

This paper focusses on the emerging technological innovation of cloud computing services by examining antecedent environmental factors influencing purchase intention. In total, two different country samples are utilized to gain a better international perspective of the reasons why consumers purchase technological innovations.

Article
Publication date: 25 February 2014

Vanessa Ratten

The purpose of this paper is to examine the effects of privacy concerns and consumer innovativeness towards consumer's adoption of a technological innovation in the form of cloud…

1363

Abstract

Purpose

The purpose of this paper is to examine the effects of privacy concerns and consumer innovativeness towards consumer's adoption of a technological innovation in the form of cloud computing technology.

Design/methodology/approach

A cross-cultural comparison between consumers in the USA and China is made through a study of consumers intending to adopt cloud computing services. A review of the technology innovation adoption literature forms the basis of the research propositions, which are based on the extant literature and focused on the innovative adoption behaviour of consumers. A comparative approach is taken to analyse the differences between US and Chinese consumers intending to adopt cloud computing services.

Findings

Findings suggest that there are more similarities than differences between US and Chinese consumers adopting cloud computing services. The survey suggests that the performance expectancy, perceived usefulness and perceived ease of use can help predict intention to adopt cloud computing services in both the USA and China, but consumer innovativeness is a better indicator in the USA than in China for consumers adopting technological innovations.

Practical implications

This paper is important for cloud service technology marketers by indicating how social influencers can influence consumer's usage of cloud computing by affecting their social network of friends and family. In addition, insight into how consumers adopt cloud computing by focusing on privacy concerns of personal information being shared can help future technology innovations enter the marketplace at a faster rate.

Originality/value

This paper fills the gap in the current technology marketing and innovation literature on how consumers adopt technological innovations and highlights the importance of increasing the perceptions of performance expectation of service innovations.

Details

Journal of Entrepreneurship in Emerging Economies, vol. 6 no. 1
Type: Research Article
ISSN: 2053-4604

Keywords

Article
Publication date: 1 August 1999

Raymond P. Fisk

The metaphors of “wiring” and “growing” are used to describe the infusion of technology into international services marketing. An example of wiring and growing the technology of…

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Abstract

The metaphors of “wiring” and “growing” are used to describe the infusion of technology into international services marketing. An example of wiring and growing the technology of international services marketing is examined. The wiring metaphor for services technology is a mechanistic metaphor for the need to build a technological infrastructure to support the international services organization, employees and customers. The growing metaphor for services technology is an organic metaphor for the need to create international service systems that are responsive to the human needs of organizations, employees and customers. Future challenges for the application of technology to international services marketing problems are explored.

Details

Journal of Services Marketing, vol. 13 no. 4/5
Type: Research Article
ISSN: 0887-6045

Keywords

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