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Article
Publication date: 1 October 2003

P. Andi Smart, Roger S. Maull, Abed Al-Fatah Karasneh, Zoe J. Radnor and Thomas J. Housel

Many organizations are embarking upon knowledge management initiatives to enhance their competitiveness. While there has been a significant amount of multidisciplinary research in…

1840

Abstract

Many organizations are embarking upon knowledge management initiatives to enhance their competitiveness. While there has been a significant amount of multidisciplinary research in this area, the evidence from surveys of practitioners indicate that a large proportion of company projects focus on the implementation of technology‐based solutions without consideration of the structural and contextual issues. Many academic authors have presented a variety of different models for knowledge management but have often failed to relate these to the requirements of practitioners. This paper presents a model of knowledge management derived from a synthesis of current literature. The model emphasizes the need for knowledge evaluation within a knowledge management approach and describes, using a case study, how this might be achieved.

Details

Journal of Knowledge Management, vol. 7 no. 4
Type: Research Article
ISSN: 1367-3270

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Article
Publication date: 25 June 2020

Frédéric Ponsignon, Jeffery S. Smith and Andi Smart

This study aims to develop and empirically validate the concept of experience capability, which represents an organisation's ability to be adept at managing the customer…

945

Abstract

Purpose

This study aims to develop and empirically validate the concept of experience capability, which represents an organisation's ability to be adept at managing the customer experience. Organisations that build an experience capability develop an expertise in deploying a set of resources and routines to understand, evaluate and improve how they interact with customers across all the points of contact.

Design/methodology/approach

A rigorous process was employed to identify, operationally define, evaluate and validate six dimensions reflecting experience capability. The dimensions were developed and validated using relevant literature, expert interviews, item-sorting techniques, a pilot survey and two surveys, providing a degree of certainty that the intellectual insights are generalisable.

Findings

The experience capability concept is identified as comprising six dimensions that are informed by 27 measurement items. The six dimensions are employee training, employee empowerment, employee evaluation, experience performance management, cross-functional work and channel integration. The findings provide evidence suggesting that the multi-item measurement scale exhibits appropriate psychometric properties.

Practical implications

The empirically validated 27-item measurement scale provides practitioners with an approach to evaluate and improve their organisation's experience capability. It permits both longitudinal comparisons of individual organisations and competitive benchmarking both within and across industry sectors. The approach alerts managers to the critical operational areas that should be measured and provides a structured method to pursue competitive advantage through customer experience capability.

Originality/value

Developing valid and reliable measurement scales is an essential first step in effective theory-building. The paper proposes a theoretical foundation for the experience capability construct and validates a corresponding measurement scale. The scale was developed carefully to achieve the specificity required to undertake meaningful practitioner-centric assessment while maintaining relevance across sectorial contexts. The results complement existing customer-centric experience research by providing distinct intellectual insights from a practitioner perspective. The developed scale permits future intellectual investigation through capability comparisons both within and between companies in different industries/sectors.

Details

Journal of Service Management, vol. 32 no. 3
Type: Research Article
ISSN: 1757-5818

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Article
Publication date: 30 April 2021

Frédéric Ponsignon, Phil Davies, Andi Smart and Roger Maull

The objective of this work is to empirically investigate the design of a service delivery system that supports the provision of modular service logistics offerings.

539

Abstract

Purpose

The objective of this work is to empirically investigate the design of a service delivery system that supports the provision of modular service logistics offerings.

Design/methodology/approach

An in-depth single-case study relying on interview data and extensive documentary evidence is carried out in the business-to-business (B2B) logistics sector. Three main analytical techniques are used to make sense of the qualitative data: thematic analysis, process mapping and the application of modular operators.

Findings

A modular service delivery system comprises three types of processes that collectively deliver modular offerings. The platform consists of core processes that enable the collection, transport and delivery of physical items for all offerings (modular and non-modular). Dedicated modular processes are mandatory and exclusive to individual modular offerings. Optional modular processes are shared across several modular offerings. Interfaces regulate physical (e.g. parcels or parts) and information (e.g. booking data) inputs provided by the customer in order to control the interdependencies within these different process types.

Practical implications

The identification of three process types and their interdependencies provides detailed insights into how managers can design modular logistics services that benefit from economies of scale and meet increasingly variable customer requirements. The importance of well-designed interfaces among the customers, the service offering and the service delivery system is highlighted.

Originality/value

This study extends previous modularity studies in service logistics. It is the first study to apply modular operators to determine the presence of modularity in the service delivery system and to establish the role of different process types in enabling modularity in the service delivery system.

Details

The International Journal of Logistics Management, vol. 32 no. 3
Type: Research Article
ISSN: 0957-4093

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Article
Publication date: 29 November 2018

Frederic Ponsignon, Andi Smart and Laura Phillips

The purpose of this paper is to provide novel theoretical insight into service delivery system (SDS) design. To do so, this paper adopts a customer journey perspective, using it…

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Abstract

Purpose

The purpose of this paper is to provide novel theoretical insight into service delivery system (SDS) design. To do so, this paper adopts a customer journey perspective, using it as a frame to explore dimensions of experience quality that inform design requirements.

Design/methodology/approach

This study utilises UK Patient Opinion data to analyse the stories of 200 cancer patients. Using a critical incident technique, 1,207 attributes of experience quality are generated and classified into 17 quality dimensions across five stages of the customer (patient) journey.

Findings

Analysis reveals both similarity and difference in dimensions of experience quality across the patient journey: seven dimensions are common to all five journey stages, from receiving diagnosis to end of life care; ten dimensions were found to vary, present in one or several of the stages but not in all.

Research limitations/implications

Limitations include a lack of representativity of the story sample and the impossibility to verify the factual occurrence of the stories.

Practical implications

Adopting a patient journey perspective can improve the practitioner understanding of the design requirements of SDS in healthcare. The results of the study can be applied by managers to configure SDS that achieve a higher quality of patient care throughout the patient journey.

Originality/value

This paper extends existing literature on SDS design by adopting a customer journey perspective, revealing heterogeneity in experience quality across the customer journey currently unaccounted for in SDS design frameworks. Specifically, the findings challenge homogeneity in extant SDS design frameworks, evidencing the need for multiple, stage-specific SDS design requirements.

Details

International Journal of Quality & Reliability Management, vol. 35 no. 10
Type: Research Article
ISSN: 0265-671X

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Article
Publication date: 21 February 2020

Maciel M. Queiroz, Samuel Fosso Wamba, Marcio C. Machado and Renato Telles

The Industry 4.0 phenomenon offers opportunities and challenges to all business models. Despite the literature advances in this field, little attention has been paid to the…

2220

Abstract

Purpose

The Industry 4.0 phenomenon offers opportunities and challenges to all business models. Despite the literature advances in this field, little attention has been paid to the interplay of smart production systems (SPSs), big data analytics (BDA), cyber-physical systems (CPS), internet of things (IoT), and the potential business process management (BPM) improvements. This study aims to identify the main drivers and their implications for improved BPM.

Design/methodology/approach

This study employed a narrative literature review of studies concerning smart-production-systems-related issues in the context of Industry 4.0.

Findings

The study identified 26 drivers from the literature associated with SPSs that have an impact on improved BPM. These drivers are presented in an integrative framework considering BDA, CPS, and the IoT.

Research limitations/implications

The framework's component integration is yet not tested. However, this study offers a significant theoretical contribution by presenting drivers that can be utilised to develop constructs, exploring critical factors related to the interplay of SPSs and improved BPM, and shading light on Industry 4.0's main elements. The study also makes suggestions for further research.

Practical implications

The proposed framework, with its 26 drivers, provides insights for practitioners and decision-makers interested in gaining an in-depth understanding of the complexities of SPSs and improved BPM.

Originality/value

This study integrates BDA, CPS, and IoT into a framework with 26 drivers associated with SPSs to improve BPM.

Details

Business Process Management Journal, vol. 26 no. 5
Type: Research Article
ISSN: 1463-7154

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Book part
Publication date: 26 October 2018

Jacqueline Stevenson and Sally Baker

Abstract

Details

Refugees in Higher Education
Type: Book
ISBN: 978-1-78743-714-2

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Book part
Publication date: 30 May 2024

Jacqueline Stevenson and Sally Baker

Abstract

Details

Refugees in Higher Education
Type: Book
ISBN: 978-1-83797-975-2

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Book part
Publication date: 17 January 2023

Sylvia Gottschalk

Cryptoassets have recently attracted the attention of national and international financial regulators. Since the mid-2010s blockchains have increasingly been adapted to automate…

Abstract

Cryptoassets have recently attracted the attention of national and international financial regulators. Since the mid-2010s blockchains have increasingly been adapted to automate and replace many aspects of financial intermediation, and by 2015 Ethereum had created the smart contract language that underpins the digitization of real assets as asset-backed tokens (ABTs). Those were initially issued by FinTech companies, but more recently banks active on international capital and financial markets, and even central banks, for example, the Bank of Thailand, have developed their own digital platforms and blockchains. A wide variety of real and financial assets underpins ABTs, viz., real-estate, art, corporate and sovereign bonds, and equity. Consequently, owing to the significant market capitalization of cryptocurrencies, the Basel Committee on Banking Supervision (BCBS) published two consultative papers delineating its approach on cryptoasset regulation. In this study, the authors analyze the mechanics of ABTs and their potential risks, relying on case studies of recent issuance of tokens in equity, real-estate, and debt markets, to highlight their main characteristics. The authors also investigate the consequences of the increasingly oligopolistic structure of blockchain mining pools and Bitcoin exchanges for the integrity and security of unregulated distributed ledgers. Finally, the authors analyze the BCBS’ regulatory proposals, and discuss the reaction of international financial institutions and cryptocurrency interest groups. The main findings are, firstly, that most ABTs are akin to asset-backed securities. Secondly, nearly all ABTs are “off-chain/on-chain,” that is, the underlying is a traditional asset that exists off-chain and is subsequently digitized. The main exception is the World Bank’s bond-i that is genuinely native to the blockchain created by the Commonwealth Bank of Australia, and has no existence outside it. Thirdly, all ABTs are issued on permissioned blockchains, where anti-money laundering/anti-terrorist funding and know-your-customer regulations are enforced. From a prudential regulatory perspective, ABTs do not appear to pose serious systemic risks to international financial markets. This may account for the often negative reactions of banks, banking associations, and cryptocurrency interest groups to the BCBS’ 2021 proposals for risk-weighted capital provisions for cryptoassets, which are viewed as excessive. Finally, we found that issuance of ABTS and other smart contracts on permissionless blockchains such as Bitcoin and Ethereum could potentially generate financial instability. A precedent involving Ethereum and The DAO in 2016 shows that (i) there is a significant accountability gap in permissionless blockchains, and (ii) the core developers of blockchains and smart contract technology, and Bitcoin mining pools, exercise an unexpectedly high- and completely unregulated-amount of power in what is supposedly a decentralized network.

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Book part
Publication date: 18 July 2013

Emily S. Kinsky and Debra C. Smith

Building on theories of adolescent learning, including cognitive, personal, social, and moral development, this chapter considers how using media literacy techniques to analyze a…

Abstract

Building on theories of adolescent learning, including cognitive, personal, social, and moral development, this chapter considers how using media literacy techniques to analyze a children’s television program can create wide-awake, active learners while dissecting media messages. By analyzing children’s television for its portrayal of race and ethnicity, this chapter will explore the role media play in children's understanding of people and cultures outside of their own. A textual analysis of episodes of Maya & Miguel, the chapter describes the depiction of several cultures found represented on the program including White, Asian, African, Dominican, and Mexican and how race, ethnicity, and culture is framed in the television program.

Some theories suggest that television is a primary tool in the socialization of children. Children are attracted to the animation in cartoons, the colors, the movement and the easy-to-follow simplicity of the dialogue. Given the impressionable nature of children, it is possible that they begin to act out the biased nature of the cartoons they watch. Thus, considering their vulnerability, information literacy is relevant to discerning media messages. In this way, information literacy converges with media literacy and visual literacy. Guiding children to interrogate what they view is critically important especially when they are at an age where they can be easily influenced by misinformation or dominant messages. Additionally, the volume of information is steadily increasing in the 21st century as are the modes for accessing, creating and manipulating information. Thus, this work will demonstrate how promoting participatory learning by objectively viewing media and exercising reflective thinking will be important components of children’s education in this millennium.

Details

Developing People’s Information Capabilities: Fostering Information Literacy in Educational, Workplace and Community Contexts
Type: Book
ISBN: 978-1-78190-766-5

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Article
Publication date: 1 February 1995

Robert Brown and Peter Tait

Dockspeed Ltd., features Andy Ingleston, an entrepreneurial graduate with “diesel in his blood” and a passion to create his own business. Part A described Andy's initial business…

63

Abstract

Dockspeed Ltd., features Andy Ingleston, an entrepreneurial graduate with “diesel in his blood” and a passion to create his own business. Part A described Andy's initial business idea, to assist small hauliers avoid wasted driver down time in the congested mid‐1980's Dover port. Parts B & C track the opportunities taken by the entrepreneurial owner to build the company from a single vehicle to a well controlled refrigerated transport fleet, with subsidiaries in France and Spain.

Details

Journal of Small Business and Enterprise Development, vol. 2 no. 2
Type: Research Article
ISSN: 1462-6004

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