Lynne Bennington, James Cummane and Paul Conn
Call centers are growing at unprecedented rates, yet relatively little is known about customer satisfaction with this method of service delivery. Therefore, a review of the…
Abstract
Call centers are growing at unprecedented rates, yet relatively little is known about customer satisfaction with this method of service delivery. Therefore, a review of the advantages and disadvantages of call centers is provided before reporting on a study carried out with users of a very large human services call center network. The results indicate that customers have slightly higher satisfaction levels with in‐person services than with call center services. Although it was predicted that older customers might be more dissatisfied with call centers than younger customers, this was not borne out by the data. Attributes of a best‐in‐the‐world call center operation are provided to guide those who design and manage call center services.
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Walter Max Hahnemann, Berlin‐Marienfelde, and Ernst Kramar, Berlin‐Tempelhof, Germany, assignors to C. Lorenz Aktiengesellschaft, Berlin‐Tempelhof, Germany, a company. Application…
Abstract
Walter Max Hahnemann, Berlin‐Marienfelde, and Ernst Kramar, Berlin‐Tempelhof, Germany, assignors to C. Lorenz Aktiengesellschaft, Berlin‐Tempelhof, Germany, a company. Application November 19, 1937. Serial No. 175,429. In Germany May 10, 1933. 5 Claims. (Cl. 250–11.)
Jerome Duberry and Sabrya Hamidi
Despite the growing interest in AI, the scientific literature lacks multinational studies that examine how mainstream media depict AI applications. This paper is one of the first…
Abstract
Purpose
Despite the growing interest in AI, the scientific literature lacks multinational studies that examine how mainstream media depict AI applications. This paper is one of the first empirical studies to explore how French and English-speaking mainstream media portray AI during a pandemic. The purpose of this study is to examine how media define AI and how they frame this technology.
Design/methodology/approach
The authors selected five media outlets and extracted all news articles that mentioned AI over a period of 30 days. The authors constituted the sample to ensure a mix of global, national and local media newspapers. The authors included Le Temps (Switzerland), Le Monde (France), The Guardian (United Kingdom), Politico Europe (Europe) and the New York Times (USA). The authors used the NexisUni database to collect the news articles. This resulted in a sample of 54 articles, which the authors then refined to 35 articles mentioning at the same AI and COVID-19. They then manually coded to identify media frames about AI.
Findings
Although no news article provides a definition of AI, most articles highlight two main characteristics: information processing and adaptability. This paper also shows that the coverage of AI in US newspaper is more optimistic than pessimistic. European newspapers offer a more balanced perspective of the risks and benefits associated with the technology, and highlight its use mainly in the context of the COVID-19. Media framing changes according to the evolution of the pandemic. While the USA were not yet heavily affected by the virus, Europe experienced the peak of the crisis. The authors argue that the framing of AI follows that of the pandemic.
Research limitations/implications
This study is limited in terms of timeframe (30 days) and media outlets (5). It would be useful to extend this sample to verify the results, and also conduct interviews among journalists to understand their motivations and understanding of AI.
Originality/value
Despite the growing interest in AI, the scientific literature lacks multinational studies that examine how mainstream media depict AI applications in society. This paper is one of the first empirical studies to explore how French and English-speaking mainstream media portray AI during a pandemic.
Peer review
The peer review history for this article is available at: https://publons.com/publon/10.1108/OIR-09-2020-0393
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Tom Schultheiss, Lorraine Hartline, Jean Mandeberg, Pam Petrich and Sue Stern
The following classified, annotated list of titles is intended to provide reference librarians with a current checklist of new reference books, and is designed to supplement the…
Abstract
The following classified, annotated list of titles is intended to provide reference librarians with a current checklist of new reference books, and is designed to supplement the RSR review column, “Recent Reference Books,” by Frances Neel Cheney. “Reference Books in Print” includes all additional books received prior to the inclusion deadline established for this issue. Appearance in this column does not preclude a later review in RSR. Publishers are urged to send a copy of all new reference books directly to RSR as soon as published, for immediate listing in “Reference Books in Print.” Reference books with imprints older than two years will not be included (with the exception of current reprints or older books newly acquired for distribution by another publisher). The column shall also occasionally include library science or other library related publications of other than a reference character.
The institution of an annual series devoted to current and ongoing research in economics and business should be considered one of the notable developments during the period under…
Abstract
The institution of an annual series devoted to current and ongoing research in economics and business should be considered one of the notable developments during the period under review. Long standing need for such a reference not withstanding, there has been until this year no systematic attempt to organize a continuing series which concentrated on selected areas of ongoing research, especially adapted to the Jahrbucher format. By facilitating the publication of research papers which are longer than the conventional journal‐length article yet shorter than a monograph, publishing outlets available to scholars in the field have been infinitely expanded. Two years ago, the Royal Economic Society and the Social Science Research Council of Great Britain, developed an experimental series, published by Macmillan, entitled Surveys of Applied Economics. The JAI Press, Greenwich, Conn., has now come out with an annual series, which is expected to fill the gaps in at least seventeen areas of economic theory and business. These are briefly listed below, with pertinent bibliographical citations: Research in Economic Anthropology: An Annual Compilation of Research. Series editor, George Dalton. vol. 1. Sept. 1977‐ $22.00 ISBN 0‐89232‐040‐9; Research in Economic History: An Annual Compilation of Research. Series editor, Paul Uselding. vol. 1. Sept. 1976‐ $22.50 ISBN 0‐89232‐001‐X; Research in Health Economics: An Annual Compilation of Research. Series editor, Richard M. Scheffler. vol. 1. Sept. 1977‐ $22.50 ISBN 0‐89232‐042‐7; Research in Human Capital and Development: An Annual Compilation of Research. Series editor, Ismail Sirageldin. vol. 1. June/July 1977‐ $22.50 ISBN 0‐89232‐019‐2; Research in International Business and Finance: An Annual Compilation of Research. Series editor, Robert G. Hawkins. vol. 1. May/June 1977‐ $23.50 ISBN 0‐89232‐031‐1; Research in Labor Economics: An Annual Compilation of Research. Series editor, Ronald G. Ehrenberg. vol. 1. March 1977‐ $22.50 ISBN 0‐89232‐017‐6; Research in Law and Economics: An Annual Compilation of Research. Series editor, Richard O. Zerbe. vol. 1. Sept. 1977‐ $22.50 ISBN 0‐89232‐028‐1; Research in Marketing: An Annual Compilation in Research. Series editor, Jagdish N. Sheth. vol. 1. June 1977‐ $22.50 ISBN 0‐89232‐041‐9; Research in Philosophy and Technology: An Annual Compilation of Research. Series editor, Paul T. Durbin. vol. 1. March 1977‐ $22.50 ISBN 0‐89232‐022‐2; Research in Political Economy: An Annual Compilation of Research. Series editor, Paul Zarembka. vol. 1. Sept. 1977‐ $22.50 ISBN 0‐89232‐020‐6; Research in Population Economics: An Annual Compilation of Research. Series editor, Julian L. Simon. vol. 1. April 1977‐ $22.50 ISBN 0‐89232‐018‐4; Applications of Management Science. Series editor, Matthew J. Sobel. vol. 1. 1977‐ $22.50. ISBN 0‐89232‐023‐0; Research in Econometrics. Series editor, Dennis J. Aigner. vol. 1. 1977‐ $22.50 ISBN 0‐89232‐039‐7; Research in Experimental Economics. Series editor, Vernon L. Smith. vol. 1. 1977‐ $22.50 ISBN 0‐89232‐030‐3; Research in Finance. Series editor, Haim Levy. vol. 1. 1977‐ $22.50 ISBN 0‐89232‐043‐5; Research in Organizational Behavior. Series editor, Barry Staw. vol. 1. 1977‐ $22.50 ISBN 0‐89232‐045‐1; Research in Public Policy and Management. Series editor, Colin Blaydon. vol. 1. 1977‐ $22.50 ISBN 0‐89232‐044‐3.
This essay is offered as advice to those who contemplate becoming or have recently become bibliographers. I begin with the admonition that neither users' studies, statistical…
Abstract
This essay is offered as advice to those who contemplate becoming or have recently become bibliographers. I begin with the admonition that neither users' studies, statistical analyses, nor approval plans compensate for a lack of knowledge of disciplinary research interests and bibliographic structure. In the final analysis, the best bibliographers are scholars. They keep current with a discipline's investigations and monitor its evolution. Even if they are unable to engage in detailed discourse on the more esoteric subjects its practitioners study, they understand its topography. That is, they possess a “feel” for what students in a given field find interesting, they understand its epistemology, know its publication trends and favored formats, and have a fine reference librarian's ability to use its bibliographic apparatus.
Aim of the present monograph is the economic analysis of the role of MNEs regarding globalisation and digital economy and in parallel there is a reference and examination of some…
Abstract
Aim of the present monograph is the economic analysis of the role of MNEs regarding globalisation and digital economy and in parallel there is a reference and examination of some legal aspects concerning MNEs, cyberspace and e‐commerce as the means of expression of the digital economy. The whole effort of the author is focused on the examination of various aspects of MNEs and their impact upon globalisation and vice versa and how and if we are moving towards a global digital economy.
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Collection development literature has burgeoned over the past decade, yet the complaint is still heard that college libraries are not engaged in meaningful collection development…
Abstract
Collection development literature has burgeoned over the past decade, yet the complaint is still heard that college libraries are not engaged in meaningful collection development activities. College librarians often consider methods described in published research as too time‐consuming, technologically dependent, or statistically complex to apply to their own situations. How relevant is the literature to the practical needs of the collection developer? In addressing this question, a theoretical overview of collection development is presented, and recent publications reviewed, in terms of their relevance to collection planning, implementation, and evaluation in the small college library.
Communications regarding this column should be addressed to Mrs. Cheney, Peabody Library School, Nashville, Tenn. 37203. Mrs. Cheney does not sell the books listed here. They are…
Abstract
Communications regarding this column should be addressed to Mrs. Cheney, Peabody Library School, Nashville, Tenn. 37203. Mrs. Cheney does not sell the books listed here. They are available through normal trade sources. Mrs. Cheney, being a member of the editorial board of Pierian Press, will not review Pierian Press reference books in this column. Descriptions of Pierian Press reference books will be included elsewhere in this publication.