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Article
Publication date: 10 February 2012

Luca Iandoli, Ivana Quinto, Anna De Liddo and Simon Buckingham Shum

In this paper the aim is to present Debate Dashboard, an online collaborative platform designed to support distributed knowledge management and decision making. The platform

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Abstract

Purpose

In this paper the aim is to present Debate Dashboard, an online collaborative platform designed to support distributed knowledge management and decision making. The platform integrates an argument mapping tool with visual widgets with the objective of enhancing collective sense‐making and mutual understanding as well as to compensate for the costs of mediated communication in virtual collaborative environments.

Design/methodology/approach

The design of Debate Dashboard is based on the theory of common ground according to which participants involved in a conversation build mutual understanding thanks to the exchange of different types of feedback. Using the concept of grounding cost, the authors identified several features of the Dashboard supposed to favour mutual understanding and knowledge sharing. Such features have been implemented through six visual widgets selected through a benchmarking of currently available visualization tools.

Findings

The paper discusses the limitations and advantages of online argumentation to support online discussions and presents a review of current visualization tools. The design of a new platform able to integrate online argumentation and visualization technologies is described and it is argued that Debate Dashboard will improve online collaboration in many respects especially in terms of supporting the construction of shared knowledge representations for geographically distributed collaborative teams.

Originality/value

First, the work adds to the debate on the development of online argumentation platforms by offering an alternative theoretical perspective based on language and conversational studies. Second, it proposes for the first time to integrate argumentation and visualization technologies in the same tool to create an augmented collaborative platform able to overcome the limitations of both traditional online collaboration technologies, such as forums and wikis, as well as the criticalities associated with the use of argumentation technologies.

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Article
Publication date: 10 February 2012

Giovanni Schiuma, Daniela Carlucci and Antonio Lerro

Nowadays organizations have realized that knowledge, its effective use and the fast acquisition and utilization of new knowledge represent the only source of sustainable

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Abstract

Purpose

Nowadays organizations have realized that knowledge, its effective use and the fast acquisition and utilization of new knowledge represent the only source of sustainable competitive advantage. In fact, an effective exploitation and management of knowledge resources are the basis of the development of those capabilities that ground the organization's capacity to deliver successfully targeted value propositions. During recent decades, there has been a growing interest in the processes of management of knowledge resources. Currently the debate on knowledge management processes is still lively. The dynamics which link knowledge processes to value creation, the valuation of their impact on organizational performance and the role of some organizational and technological resources as enablers or restraints of successful knowledge management emerge as relevant topics to be investigated. This introduction to the special issue aims to develop some theoretical and managerial reasons explaining the importance of an effective management of knowledge processes to deal with the uncertainty, change, and turbulence of the current socio‐economic scenario.

Design/methodology/approach

The approaches, evidences and insights discussed in this introduction are largely based on the discussion of the topics of the conference “International forum on knowledge assets dynamics” organized in June 2010 in Matera, Italy. At this conference, leading experts discussed the challenges and practices of measuring and managing knowledge resources to support value creation and business performance improvement of organisational systems.

Findings

The outcomes of this introduction and of all the contributions to the special issue reflect the emerging discussion about the role of knowledge processes and, more generally, of the management of knowledge resources, in value creation. This discussion is largely focused on the dynamics at the base of the translation of knowledge processes and resources into value, highlighting properly approaches and tools or application in different contexts of analysis.

Originality/value

This introduction, as well as all the contributions to the special issue, deal with different aspects which are important in the discussion both of the role played by knowledge processes in achieving outstanding organisational performance and the approaches, tools, methods and techniques to structure, organize knowledge resources and optimize their use in order to support effective organizational processes execution and value creation.

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Article
Publication date: 13 January 2025

Daphne Greiner and Jean-François Lemoine

Past research has emphasised the potential for conversational artificial intelligence (AI) to disrupt services. Conversely, the literature recognises customer expectations as…

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Abstract

Purpose

Past research has emphasised the potential for conversational artificial intelligence (AI) to disrupt services. Conversely, the literature recognises customer expectations as fundamental to service quality and customer satisfaction. However, the understanding of users’ expectations for conversational AI services is currently limited. Building upon previous research that has underscored the importance of users’ expertise, this study aims to provide valuable insights into the expectations of users with varying levels of expertise.

Design/methodology/approach

Forty-five semi-structured interviews were conducted, on three populations: experts, quasi-experts and non-experts from various countries including Japan, France and the USA. This includes 10 experts and 11 quasi-experts, as in professionals in conversational AI and related domains. And 25 non-experts, as in individuals without professional or advanced academic training in AI.

Findings

Findings suggest that users’ expectations depend on their expertise, how much they value human contact and why they are using these services. For instance, the higher the expertise the less anthropomorphism was stated to matter compared to technical characteristics, which could be due to a disenchantment effect. Other results include expectations shared by all users such as a need for more ethics including public interest.

Originality/value

The study provides insights into a key yet relatively unexplored area: it defines three major expectations categories (anthropomorphic, technical and ethical) and the associated expectations of each user groups based on expertise. To the best of the authors’ knowledge, it also highlights expectations never detected before as such in the literature such as explainability.

Details

Journal of Services Marketing, vol. 39 no. 2
Type: Research Article
ISSN: 0887-6045

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