Social Collaboration Solutions as a Catalyst of Consumer Trust in Service Management Platforms - A Research Study

2015 ◽  
pp. 220-232 ◽  
Author(s):  
Łukasz Łysik ◽  
Robert Kutera ◽  
Piotr Machura
Keyword(s):  
Service Management ◽  
Research Study ◽  
Consumer Trust ◽  
Social Collaboration

The Effects of Technology Affinity, Prior Customer Journey Experience, and Brand Familiarity on the Acceptance of Smart Service Innovations

2021 ◽  
Vol 5 (1) ◽  
pp. 36-49
Author(s):  
Stefan Trautwein ◽  
Jörg Lindenmeier ◽  
and Christian Arnold
Keyword(s):  
Indirect Effect ◽  
Service Management ◽  
Research Study ◽  
Service Research ◽  
Future Research ◽  
Customer Journey ◽  
Brand Familiarity ◽  
Smart Service ◽  
Significant Direct Effect ◽  
Adoption Intention

In our study, a model of smart service innovation (SSI) acceptance is delineated. We assume that the effects of the customer journey experience (CJE) and technology affinity (TA) on adoption intention (IN) are mediated by consumers’ attitudes (AT) towards the adoption of SSIs. Furthermore, contingent on the level of brand familiarity (BF), this study hypothesizes a moderated mediation with regard to the ‘CJE = AT = IN’ relationship. The empirical findings are largely in line with the model hypotheses: First, technology affinity affects adoption intention indirectly via attitude towards SSIs. Second, CJE has a significant direct and indirect effect on adoption intention in the cases of average and high brand familiarity. For low brand familiarity, CJE neither has a significant direct effect nor a significant indirect effect on SSI acceptance. Based on the empirical findings, the present paper discusses implications for service management and service research, study limitations and avenues for future research.

scholarly journals Developing an Improved ITSM Framework for Ethio Telecom

2021 ◽  
Vol 2 (3) ◽  
pp. 64-74
Author(s):  
Getamesay Berihun ◽  
Dereje Teferi Lemma
Keyword(s):  
Customer Satisfaction ◽  
Service Provider ◽  
Service Management ◽  
Research Study ◽  
Service Providers ◽  
Primary Data ◽  
Research Approach ◽  
It Services ◽  
Telecom Service

Abstract—Telecom service providers are engaged exhaustively in providing various kinds of IT services for their customers. These IT services should be customer-oriented, and quality-based to be competitive in the market. To this end, organizations should manage their IT services effectively and efficiently by introducing various Information Technology Service Management (ITSM) mechanisms. However, improving or developing optimal ITSM mechanisms is a subject of great concern that needs further investigation academically. Hence, developing an improved and customized ITSM framework to manage the various IT services delivered by the IT service provider is important.To the best of the researcher’s knowledge, little or no research has been conducted to design and develop ITSM frameworks for the telecom sector in Ethiopia. Previous studies focused on the implementation, adoption, tailoring, and system or model development for selected ITSM processes within the Ethiopian context. Ethio telecom (ET), the sole telecom service provider of Ethiopia, has a gap in the existing ITSM practices. Hence, this research study intends to investigate the current ITSM practice of Ethio telecom and propose an ITSM framework based on ITIL best practices that ensures the quality of IT services and improve customer satisfaction. Design science research methodology was employed to design and develop the ITSM framework. Furthermore, a qualitative research approach was followed to gather and analyze the primary data. Semi-structured interviews, observation, and document analysis were employed to collect different kinds of data. Also, thematic analysis was used to analyze the data that was collected from the respondents. A triangulation technique was applied to keep the validity and reliability of the research study. The findings of the research revealed that the existing ITSM practice did not address the needs of the organization. Finally, a new ITSL framework was proposed by incorporating the needs of the organization and demonstrated to selected respondents after passing through rigorous design, development, and evaluation stages. The proposed framework was evaluated by various IT staff through validated evaluation models. Consequently, the evaluation result disclosed that the proposed framework can help to improve the current ITSM practice of the company by maximizing the quality of IT services and customer satisfaction.

Participant Reactions to Suicide-Focused Research

Crisis ◽  
2020 ◽  
Vol 41 (5) ◽  
pp. 367-374
Author(s):  
Sarah P. Carter ◽  
Brooke A. Ammerman ◽  
Heather M. Gebhardt ◽  
Jonathan Buchholz ◽  
Mark A. Reger
Keyword(s):  
Medical Records ◽  
Research Study ◽  
Small Sample Size ◽  
Psychiatric Inpatient ◽  
Small Sample ◽  
Inpatient Unit ◽  
Online Laboratory ◽  
Psychiatric Inpatient Unit ◽  
Before And After ◽  
Participant Reactions

Abstract. Background: Concerns exist regarding the perceived risks of conducting suicide-focused research among an acutely distressed population. Aims: The current study assessed changes in participant distress before and after participation in a suicide-focused research study conducted on a psychiatric inpatient unit. Method: Participants included 37 veterans who were receiving treatment on a psychiatric inpatient unit and completed a survey-based research study focused on suicide-related behaviors and experiences. Results: Participants reported no significant changes in self-reported distress. The majority of participants reported unchanged or decreased distress. Reviews of electronic medical records revealed no behavioral dysregulation and minimal use of as-needed medications or changes in mood following participation. Limitations: The study's small sample size and veteran population may limit generalizability. Conclusion: Findings add to research conducted across a variety of settings (i.e., outpatient, online, laboratory), indicating that participating in suicide-focused research is not significantly associated with increased distress or suicide risk.

Cognitive Functioning and Other Discriminatory Variables in Anorexic Patients

2005 ◽  
Vol 27 (1) ◽  
pp. 191-210 ◽  
Author(s):  
Carmen García-Alba
Keyword(s):  
Cognitive Functioning ◽  
Research Study ◽  
Early Stage ◽  
Developmental Period ◽  
The Other ◽  
Model Synthesis ◽  
Consistent Function ◽  
Current Article ◽  
Rorschach Variables ◽  
Underlying Pathology

This study is part of a larger research study (doctoral dissertation), in which a comparative study with adolescent samples is done: 50 anorexic restricting patients (ANP), 50 patients diagnosed with depression (DP) and 50 non patients (NP). The proposed objective is two-fold: 1) To try to clarify the existing relationship between Anorexia (AN) and Depression (D), investigated from diverse disciplines but without conclusive results. 2) To detect in the ANP personality different traits from those of other groups, which should, if possible, allow to detect them at an early stage for an adequate prognosis. The current article presents the Rorschach findings in relation to the cognitive functioning of the ANP. In them, the following has been detected: (1) An information processing similar to that of the other groups, even with a more complete (L ≤ .99), more complex (DQ+↑) and better discriminated (Zd↑) grasp of the stimulus; (2) Mediating processes very similar to those of the other groups, sharing with them the perceptive maladjustments (X–%↑) and an excessive individualism (Xu%↑); (3) A clearly differentiating ideation disorder. Definitely, the ANP use predominantly ideation (M↑), but their thought, usually well-adjusted (MQo↑), presents eventual operations of delusional type (MQnone↑). Above that, their thinking is marked by a great passivity (Mp↑), which makes them more vulnerable to accept ideas without criticizing them and it results in a very inefficient thinking, which spins around these concepts without finding solutions, entering into a sort of ruminating which is completely unproductive. The differences toward the obsessive pathology are established. The discriminant analysis conducted with all the Rorschach variables that resulted as significant throughout the research, provides quite a consistent function which discriminates the ANP: MQnone↑, Mp↑, FD↓, Ma↑, MQo↑, AdjD↑, Sum H↑, (H)↑. Based on this we can understand that these adolescents, being in a developmental period of big changes and disorientations in relation with their own image, confronted with life events, and possibly starting off with some biologic vulnerability: (1) Due to the alterations of their ideation, accept without criticism (Mp) irrational ideas dominating in our culture, in which slimness appears as the only model, synthesis of intelligence, beauty and success; remaining captured in this type of mental activity (MQnone), which they cannot escape nor criticize (Mp), despite they reason adequately on other topics (MQo); (2) Their alterations of self-perception [(H)] make them hide themselves in a fantasized image, which is the axis of their interests and the only thing that really matters to them; (3) The resources they have to decide on behaviors and to finish these deliberately (AdjD), and their scarce tendency to the introspection (FD) lead to their decision of not eating, based on distorted and passively accepted thinking, which has great power and thus, so difficult to modify. Finally, based on the Rorschach data obtained, the hypothesis of a personality disorder as underlying pathology is pointed out.

The Drug Treatment Outcomes Research Study (DTORS): Baseline report

2007 ◽  
Author(s):  
Andrew Jones ◽  
Samantha Weston ◽  
Alison Moody ◽  
Tim Millar ◽  
Laura Dollin ◽  
...  
Keyword(s):  
Drug Treatment ◽  
Treatment Outcomes ◽  
Outcomes Research ◽  
Research Study ◽  
Drug Treatment Outcomes

Dalston Youth Project Part II (11-14), an evaluation: Home Office research study 232

2001 ◽  
Author(s):  
Roger Tarling ◽  
June Burrows ◽  
Alan Clarke
Keyword(s):  
Research Study ◽  
Home Office
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