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Available. Open Access. Open Access
Article
Publication date: 29 November 2024

Cristina Mele, Tiziana Russo-Spena, Angelo Ranieri and Irene Di Bernardo

The process of introducing a new robotic technology into a service system is complex, and its impacts on work practices can be challenging. By adopting a system perspective, this…

323

Abstract

Purpose

The process of introducing a new robotic technology into a service system is complex, and its impacts on work practices can be challenging. By adopting a system perspective, this study investigates how human–robot collaboration (HRC) transforms work practices (i.e. customer care).

Design/methodology/approach

We conducted a two-year longitudinal analysis of an international company specializing in natural health products, examining changes in customer care practices following the introduction of chatbots. The study leverages expansive learning theory, which emphasizes activity systems and the transformations that occur within them, to trace the integration of robots and their effects on work practices.

Findings

The findings reveal that HRC enhances customer care practices by creating a human–robot activity system organized around shared goals. This system, mediated by tools, rules and the community, evolves through expansive learning dynamics. The process begins by identifying and addressing the contradictions and tensions between current human work practices and robotic capabilities, often revealing challenges and opportunities to improve HRC.

Originality/value

This research offers a novel conceptualization of the systemic and dynamic nature of HRC by placing it within broader frames of activity systems and expansive learning. Collaborations between humans and robots entail an expansive performativity that extends beyond the traditional roles or tasks of either actor or actant. It spans a diverse range of objects, tools, procedures and institutional setups, culminating in transformations of customer care practices.

Details

Journal of Service Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1757-5818

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Article
Publication date: 7 May 2024

Cristina Mele, Irene Di Bernardo, Angelo Ranieri and Tiziana Russo Spena

The study aims to delve into the “phygital customer journey” (PCJ), which merges physical and digital interactions in customer experiences, using a practice-based lens to reveal…

751

Abstract

Purpose

The study aims to delve into the “phygital customer journey” (PCJ), which merges physical and digital interactions in customer experiences, using a practice-based lens to reveal the underlying dynamics of these blended encounters.

Design/methodology/approach

Feedback from 60 individuals established the groundwork for a qualitative analysis. They chronicled customer journeys through diaries and used UXPressia software for journey mapping. This strategy enabled a detailed exploration of the PCJ, focusing on customers’ lived experiences and perceptions.

Findings

The study presents an integrative framework for the PCJ, identifying four key elements: hybrid artefacts (the melding of digital and physical tools/interfaces), blended contexts (the seamless integration of digital and physical spaces), circular actions (the non-linear paths of customer engagement) and intertwined emotions (the complex emotional responses to phygital experiences). These elements underscore the intricate and interconnected nature of the PCJ.

Originality/value

This study advances the field by applying a practice-based approach to unravel the complexities of the PCJ, illuminating the nuanced interplay between digital and physical realms. This innovative lens foregrounds the significance of practices in consumer experiences, thereby contributing to a deeper academic and practical understanding of phygital integration.

Details

Qualitative Market Research: An International Journal, vol. 27 no. 3
Type: Research Article
ISSN: 1352-2752

Keywords

Available. Open Access. Open Access
Article
Publication date: 15 February 2024

Angelo Ranieri, Irene Di Bernardo and Cristina Mele

Service research offering a view of both the dark and bright sides of smart technology remains scarce. This paper embraces a critical perspective and examines the conflicting…

7102

Abstract

Purpose

Service research offering a view of both the dark and bright sides of smart technology remains scarce. This paper embraces a critical perspective and examines the conflicting outcomes of smart services on the customer experience (CX), with a specific focus on chatbots.

Design/methodology/approach

This study uses empirical research methods to examine a single case study where an online retail service provider implemented a chatbot for customer service. Using discourse analysis, we analysed 7,167 conversations between customers and the chatbot over a two-year period.

Findings

The analysis identifies seven general themes related to the effects of the chatbot on CX: interaction quality, information gathering, procedure literacy, task achievement, digital trust, shopping stress and shopping journey. We illuminate both positive (i.e. having a pleasant interaction, providing information, knowing procedures, improving tasks, increasing trust, reducing stress and completing the journey) and negative outcomes (i.e. having an unpleasant interaction, increasing confusion, ignoring procedures, worsening tasks, reducing trust, increasing stress and abandoning the journey).

Originality/value

The paper develops a comprehensive framework to offer a clearer view of chatbots as smart services in customer care. It delves into the conflicting effects of chatbots on CX by examining them through relational, cognitive, affective and behavioural dimensions.

Details

Journal of Service Theory and Practice, vol. 34 no. 2
Type: Research Article
ISSN: 2055-6225

Keywords

Available. Content available

Abstract

Details

Journal of Service Theory and Practice, vol. 34 no. 2
Type: Research Article
ISSN: 2055-6225

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Article
Publication date: 6 May 2021

Ferdinando Cerrato, Michele Esposito, Agnese Drusiani, Iuri Moi, Eugenia Franciosi, Nadialina Assueri, Raffaella Campalastri and Angelo Fioritti

In this paper, the authors present insights and findings drawn from the authors’ experiences of containing a severe acute respiratory syndrome coronavirus 2 (SARS-CoV-2) outbreak…

420

Abstract

Purpose

In this paper, the authors present insights and findings drawn from the authors’ experiences of containing a severe acute respiratory syndrome coronavirus 2 (SARS-CoV-2) outbreak in a large prison in northern Italy.Within penitentiaries, close-quarter living is ripe terrain for outbreaks of disease among detainees and staff. If left unchecked, these outbreaks can easily spill over the prison walls to threaten the general public. Moreover, these risks are heightened by preexisting environmental conditions, especially overcrowding. It is thus paramount to establish effective protocols for prevention, early detection and outbreak management. The purpose of this article is to document a strategy that been at least partially successful in reducing the damage that could potentially be caused by a sustained SARS-CoV-2 outbreak within a correctional facility.

Design/methodology/approach

The authors conducted a retrospective analysis on patients’ and health-care workers’ medical records to obtain demographic and clinical information. Descriptive data analysis was then carried out.

Findings

In total, the authors tested 453 people with oropharyngeal swabs from March 15, 2020, to June 30, 2020. Of these people, 58 were positive and 395 were negative, with a prevalence of 12.8%.Of the 453 patients, 60 were health workers: 24 tested positive for SARS-CoV2 ribonucleic acid (RNA); 18 developed symptoms; and three needed hospitalization.Among patients in detention, 34 resulted positive for SARS-CoV-2 RNA. Two were hospitalized and later died. Both had severe preexisting conditions; they were aged 76 and 59 years old, respectively.

Originality/value

In this study, the authors describe the design and effective implementation of prevention and containment measures against SARS-CoV-2 within the walls of a correctional facility. The authors describe how they rapidly created clean confinement sections to isolate cases in an environment designed for security at the expense of virus containment and how educational efforts have played a vital role in their strategy.

Details

International Journal of Prisoner Health, vol. 17 no. 3
Type: Research Article
ISSN: 1744-9200

Keywords

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Book part
Publication date: 6 December 2021

Laura Corti

This chapter investigates the need to focus on the gap between the pure quantification of the body, expressed by robotic implants, and recent research aiming to recover…

Abstract

This chapter investigates the need to focus on the gap between the pure quantification of the body, expressed by robotic implants, and recent research aiming to recover qualitative aspects of touch, such as sensation. The solution proposed is to analyse new implant technologies with a stereoscopic vision that is able to consider sensation both as intensity of neural signals and as something that we feel. The central question is: what is the value of introducing qualitative analysis into typically quantified robotics research, governed by data?

Details

The Quantification of Bodies in Health: Multidisciplinary Perspectives
Type: Book
ISBN: 978-1-80071-883-8

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Book part
Publication date: 9 July 2010

Donald Palmer and Michael Maher

We use normal accident theory to analyze the financial sector, especially that part of the financial sector that processed home mortgages, and the mortgage meltdown. We maintain…

Abstract

We use normal accident theory to analyze the financial sector, especially that part of the financial sector that processed home mortgages, and the mortgage meltdown. We maintain that the financial sector was highly complex and tightly coupled in the years leading up to the mortgage meltdown. And we argue that the meltdown exhibited characteristics of a system or normal accident; the result of a component failure (unusually high mortgage defaults) that, in the context of unique conditions (which included low interest rates and government policy encouraging home loans to less credit-worthy households), resulted in complex and tightly coupled interactions that financial elites and government officials were ill-equipped to control. We also consider the role that agency and wrongdoing played in the design of the financial system and the unfolding of the mortgage meltdown. We conclude that a fundamental restructuring of the financial system, so as to reduce complexity and coupling, is required to avert future similar financial debacles. But we also conclude that such a restructuring faces significant obstacles, given the interests of powerful actors and the difficulties of labeling those responsible for the meltdown as wrongdoers.

Details

Markets on Trial: The Economic Sociology of the U.S. Financial Crisis: Part A
Type: Book
ISBN: 978-0-85724-205-1

Available. Open Access. Open Access
Article
Publication date: 22 February 2021

Elisa Norio

The relationships between tourist resorts and transnational crime are rarely analyzed systematically. This paper begins to fill this gap by examining how organized crime groups…

6147

Abstract

Purpose

The relationships between tourist resorts and transnational crime are rarely analyzed systematically. This paper begins to fill this gap by examining how organized crime groups and individuals linked to them can take advantage of tourist resorts to commit crimes.

Details

Tourism Critiques: Practice and Theory, vol. 2 no. 1
Type: Research Article
ISSN: 2633-1225

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Article
Publication date: 10 January 2025

Nadaraj Govender and Avashkumar Juggernath

This study explored high school teachers’ perceptions and collaborative learning experiences in integrating information and communication technologies (ICTs) in teaching using…

12

Abstract

Purpose

This study explored high school teachers’ perceptions and collaborative learning experiences in integrating information and communication technologies (ICTs) in teaching using lesson study (LS) whilst engaging in teacher professional development (TPD). Earlier forms of TPD were often theoretical, and teachers had difficulty in applying ICT knowledge and skills for classroom applications. A comprehensive Guskeys’ framework was used to determine whether it was a suitable model for analysing teachers’ perceptions and experiences in integrating ICTs for LS.

Design/methodology/approach

Teachers were exposed to an LS intervention over seven months. About 12 teachers participated in an LS programme. An action-research approach was followed in two cycles with three workshops. During each phase in the cycle, teachers reflected on their lessons in subject groups and on how ICTs were to be integrated into their classrooms. A qualitative approach, case-study embedded in the interpretivist paradigm, was selected. The data were collected using documents in the form of written reflections and interviews. Data were coded, categorized and developed into themes. The analysis was conducted using a comprehensive Guskey’s five hierarchical levels.

Findings

Guskey’s comprehensive framework indicated from teachers’ perceptions and experiences, during an LS intervention, that they gained practical knowledge and skills in the use of ICT resources whilst planning lessons for classroom teaching. They also acquired collaborative skills during LS. However, they reported challenges like finding time for LS commitments, a high teaching workload and students’ unfamiliarity with the use of ICTs.

Research limitations/implications

The study was conducted as a Ph.D. project and hence was limited as students’ learning outcomes could not be explored deeply. Also, the sample selection was limited to only teachers who were engaging in some ICT practices.

Practical implications

Guskey’s 5 framework is useful for LS. The comprehensive Guskey’s framework analysis provides key concepts pinpointing teachers’ valuable experiences in integrating ICT for LS. It is recommended that teachers and school management should consider these valuable concepts in developing an LS programme especially for ICT enhancement.

Social implications

The study has social implications in that teachers can collaborate effectively to plan and present lessons in a LS programme guided by the comprehensive Guskey’s framework.

Originality/value

The study contributes towards an analysis of the usefulness of Guskey’s framework of five hierarchical levels with detailed themes in analysing teachers’ perceptions, collaborative experiences and reflections of integrating ICT into lesson plans for classroom teaching. The study concludes that the comprehensive Guskey’s framework does provide a useful structure for LS intervention in TPD.

Details

International Journal for Lesson & Learning Studies, vol. 14 no. 1
Type: Research Article
ISSN: 2046-8253

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Article
Publication date: 16 October 2023

Nazir Ahmed Jogezai and Fozia Ahmed Baloch

The COVID-19 pandemic, in addition to posing challenges, has also created opportunities for greater digital integration than ever. However, the scale and efficacy of digital…

256

Abstract

Purpose

The COVID-19 pandemic, in addition to posing challenges, has also created opportunities for greater digital integration than ever. However, the scale and efficacy of digital integration are contingent on the digital competence (DC) of teachers. In the same way, how well teachers learn and teach online may depend on how willing they are to try new ways of digitizing learning or being innovative. This study aimed to ascertain if teachers' digital nativeness, digital addiction and innovative work behavior had an impact on their DC.

Design/methodology/approach

The study used a quantitative research method, whereby data were collected from 276 schools, colleges and university teachers. The researchers employed structural equation modeling (SEM) using SmartPLS to analyze the data.

Findings

The results illuminate the literature regarding DC and the predictive capability of teachers' digital nativeness, digital addiction and innovative work behavior, which can contribute to paving the way for digitizing teaching and learning in the post-COVID-19 era.

Research limitations/implications

The study has significant implications for meaningful learner engagement by explaining the importance of teachers' digital competencies and how they could be approached conceptually to better understand the factors associated with teachers' DC. The differences in DC between digital natives and digital emigrants remain one of the limitations that future research may address.

Practical implications

The results have policy level and practical implications for organizations to consider the value of young teachers in the integration of digital resources. It is also critical to encourage teachers' innovative behavior in the digitization of teaching by creating a supportive organizational environment.

Originality/value

The study remains valuable in the post-COVID-19 era, where educational institutes are revisiting the prospect of online learning as a parallel to in-person teaching. The results remain innovative and genuine and have not been explored in previous research, in particular in the post-COVID-19 era. The involvement of teachers from schools, colleges and universities makes the results more general, which all of them can equally benefit from.

Details

International Journal of Educational Management, vol. 37 no. 6/7
Type: Research Article
ISSN: 0951-354X

Keywords

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