Infrastructure for the Celestial Jukebox

Popular Music ◽  
2004 ◽  
Vol 23 (3) ◽  
pp. 349-362 ◽  
Author(s):  
PATRICK BURKART ◽  
TOM McCOURT
Keyword(s):  
Global Economy ◽  
Service Providers ◽  
Digital Rights Management ◽  
Customer Relationship ◽  
Cultural Artifact ◽  
Transnational Media ◽  
Home Computers ◽  
Online Music ◽  
Media Firms ◽  
Media Delivery

The vision of a dynamic and intelligent Celestial Jukebox, in which any cultural artifact is available to dedicated appliances or home computers via wired or wireless channels, animates many predictions for the future of media delivery. The chief proponents of this vision are transnational media firms selling hardware, software and content. Despite a prolonged downturn in the global economy for media and software, the technical and legal design of the Celestial Jukebox nears completion. We examine the development and implications of the Jukebox as it is manifested in several online music services available to US consumers (which we term Music Service Providers, or MSPs), in which the ‘Big Five’ record companies (Universal, Sony, Warner, BMG and EMI) provide content and/or hold equity stakes. First, we identify and describe the Celestial Jukebox's key technical components – Customer Relationship Management (‘eCRM’ or ‘CRM’) and Digital Rights Management (‘DRM’) software – and their intermeshing characteristics. We then discuss the implementation of CRM/DRM in MSPs and list the primary stakeholders in the leading MSP systems. We conclude with a discussion of the MSPs' role in advancing what Vincent Mosco terms a ‘pay-per’ society, in which cultural goods are purchased on a transitory, rather than permanent, basis.

Urbane Ökonomien in Deutschland

2004 ◽  
Vol 48 (1) ◽  
Author(s):  
Stefan Krätke
Keyword(s):  
Service Providers ◽  
Urban System ◽  
Economic Activities ◽  
Industrial Growth ◽  
Urban Economies ◽  
Urban Regions ◽  
Urban Economic ◽  
Development Factor ◽  
Knowledge Intensive ◽  
Media Firms

Urban economies in Germany. Cluster potential and global interconnections. Urban economies are the leading locational centres of corporate headquarters, advanced producer services, the media sector, research and development, particular “knowledge-intensive” activity branches of the economy and innovative industrial growth sectors. The urban regions might be characterized as heterogenous agglomerations of economic activities, which include a number of sub-economies with different functions and forms of organisation.The urban regions’ economic potential reveils specific differences with regard to the large urban economic centres in West- and East-Germany. The different positions of particular urban economic centres in Germany and Europe as ancoring points of global firms’ organizational networks are being indicated with regard to global service providers and global media firms, emphasizing the global interconnections as an important development factor particularly in the metropoles of the urban system.

Electronic Customer Relationship Management (E-CRM) and Customer Loyalty

2022 ◽  
Vol 18 (1) ◽  
pp. 0-0
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Service Providers ◽  
Positive Impact ◽  
Equation Model ◽  
Mediating Effect ◽  
Customer Relationship ◽  
The Impact ◽  
The Relationship

This study examined the impact of E-CRM on customer loyalty with the mediating effect of customer satisfaction in the banking industry. Customer satisfaction is important for loyalty because when the customers are satisfied with the services offered by their service providers, the relationship gets stronger which further leads to positive word-of-mouth. The data was collected using purposive sampling from 836 banks’ customers who were using E-CRM services and the data was analyzed using structural equation model (SEM) through AMOS. The results revealed that E-CRM and customer satisfaction had a significant positive impact on customer loyalty and also customer satisfaction partially mediated the relationship between E-CRM and customer loyalty. This study would offer useful acumen to both academicians and marketers and would help the bank managers to improve the quality of the services provided to their customers.

Causal Modelling and Analysis Evaluation of Online Reputation Management Using Fuzzy Delphi and DEMATEL

2017 ◽  
Vol 8 (1) ◽  
pp. 27-45 ◽  
Author(s):  
Anil Kumar ◽  
Manoj Kumar Dash
Keyword(s):  
Service Providers ◽  
Causal Modeling ◽  
Customer Relationship ◽  
Reputation Management ◽  
Fuzzy Delphi ◽  
Modeling Analysis ◽  
Factor Data ◽  
Corporate Social ◽  
Online Reputation ◽  
Structured Questionnaire

Online reputation management (ORM) is a significant and proactive tool that can reinforce the credibility of the service provider. Literature existing today on this topic has rarely reported on the causal modeling analysis from an ORM perspective. Therefore, the objective of this paper is to build a factor structure of ORM and to build the inter-relationship map amongst the criteria of each factor. To allow for vague human judgment, a fuzzy concept is employed in a form of Fuzzy Delphi. The DEMATEL technique has been used to develop a Network Relationship Map (NRM) among the criteria of each factor. Data has been gathered through a structured questionnaire conducted with a survey of experts. The study divided the criteria of each factor into cause-effect criteria. Findings of the study show that criteria such as distributed reputation system, trust, online competitive branding, website management, customer relationship, search engine optimization, corporate social responsibility, users' reach, competition/page views, purchase discounted products and cash back or money back fall under the cause group of ORM's factors. The results of this study can not only help service providers to enhance their reputation but can also guide them towards targeting their customers in an online platform.

Performance Evaluation of Telecom Equipment Maintenance Outsourcers Based on Statistical Distance with Weight

2011 ◽  
Vol 328-330 ◽  
pp. 2440-2445
Author(s):  
Yong Jie Zhou ◽  
Nan Fang Cui
Keyword(s):  
Evaluation Method ◽  
Service Providers ◽  
Comprehensive Evaluation ◽  
Service Level ◽  
Relationship Maintenance ◽  
Customer Relationship ◽  
Equipment Maintenance ◽  
Evaluation Indexes ◽  
Comprehensive Evaluation Method ◽  
Outsourcing Decision

It’s important to control telecom equipment maintenance outsourcers’ performance in outsourcing decision-making process by selecting the proper evaluation indexes. This paper sets up a new comprehensive evaluation method based on statistics distance with weight to assess outsourcer’s performance. Ten indexes are choosed to determine which are good service providers from the ability and effort degree of their work, including failure rate, failure loss, service level, maintenance price, management fee, arrive time, repair time, customer relationship, maintenance engineer and tool machine. Each index has its own expert’s weight. We classify different service grades and calculate the real distance of every maintenance outsourcer by Euclidean distance. Then the performance of each equipment maintenance outsourcer can be inspected from the calculation result. Through the application in telecom company we testify its advantages compared with other evaluation methods.

scholarly journals The influence of bank employees on bank customer relationship management

2007 ◽  
Vol 7 (1) ◽  
Author(s):  
C. Rootman ◽  
M. Tait ◽  
J Bosch
Keyword(s):  
South Africa ◽  
South African ◽  
Customer Service ◽  
Customer Relationship Management ◽  
Service Providers ◽  
Relationship Management ◽  
Primary Objective ◽  
Customer Relationship ◽  
Positive Attitudes ◽  
Bank Employees

Purpose: Despite extensive research in services marketing, much is still unknown to specific service providers on the influence of their employees on their services. This paper attempts to address this limitation and investigates the influence of employees on the customer relationship management (CRM) of banks. The primary objective of this paper is to investigate the influence of selected independent variables, namely attitude and knowledgeability, on the CRM of banks.Design/Methodology/Approach: An empirical investigation was conducted with a structured questionnaire with items that related to banks' CRM in terms of attitude and knowledgeability. The sample consisted of 290 banking clients in the Nelson Mandela Metropolitan area and the response rate was 91.03%. Findings: Significant positive relationships exist between both the knowledgeability, and attitude of bank employees and a bank's CRM. These relationships imply that more extensive knowledgeability and more positive attitudes of bank employees lead to improved, maintained relationships between a bank and its clients. Employees play an important role in banks’ client relationships. Implications: Banks should focus on increasing their employees' knowledgeability and improving their attitude to ensure higher levels of CRM. This paper provides strategies for banks and could create greater awareness among South African banks of the advantages of CRM, how their employees influence their CRM, and ways to adapt to these influences. Originality/Value: No study has focused exclusively on CRM within banks in South Africa. Prior research focused on customer service and service quality; both possible results of superior CRM. However, this research differs, as it identifies the variables influencing CRM in banks in South Africa. It is proposed that this paper will be beneficial for South African banks, as the recommendations may be used to ensure higher levels of CRM in banks.

Service Quality Dimensions and Customers' Satisfactions in Mobile Communications

2016 ◽  
Vol 4 (1) ◽  
pp. 38-45
Author(s):  
S. Sakthivel Rani ◽  
S. Kannan
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Mobile Communications ◽  
Global Economy ◽  
Service Providers ◽  
Relative Effect ◽  
Primary Data ◽  
Mobile Service ◽  
The World ◽  
Switching Barriers

Objective - The world is moving towards continuous and ubiquitous availability of information. Entry of private operators in 1990's, competition has caused prices to drop and calls across India are one of the cheapest in the world. Technological advances combined with forces of globalization resulted in the transformation of the economy, industries, markets and customers resulting in a connected knowledge economy, borderless global economy, globalizing, covering and consolidating industries, fragmenting and frictionless markets and active, connected, informed and demanding customers. The objective of this research is to ascertain the constructs like customer satisfaction towards the mobile phone service providers, switching barrier and the customer loyalty factors. Methodology/Technique - Respondents in the study are the customers who use mobile phones. Primary data were collected with the help of the specially designed questionnaire, which was administered to the mobile users. The final questionnaire was pre-tested on 40 respondents and the coefficient values are all above .8 thus meeting Nunnaly's recommendation of greater than 0.7 as the acceptable reliability level. The overall alpha value was 0.8 and the instrument consists of customer satisfaction regarding the mobile service providers, which includes factors like price (5 items, 0.816), network coverage (4 items, 0.795), customer service (5 items, 0.852) and usage (8 items, 0.884). Switching barriers factors consists of 28 items like credibility factors (8 items, 0.863), congruency factors (7 items, 0.816), switching cast (8 items, 0.871), and value (5 items, 0.900). Final part of the instrument includes 17 customer loyalty factors like trust (7 items, 0.858), commitment (4 items, 0.848), word of mouth (3 items, 0.779) and cooperation (3 items, 0.691). Findings - Gender, location of the customers and service providers has a significant association with level of customer satisfaction. Gender and occupation have a significant association with level of customer switching barriers. Hierarchical regression analysis was used to analyze the main effect and the adjustment effect of those switching barrier factors and the relative effect. The contribution is that this study reviews theoretically and verifies empirically the relationship and mechanism between the customer retention and the switching barrier. Type of Paper - Empirical Keywords: Customer satisfaction factors; switching barrier factors; Customer loyalty factors.

Digital Rights Management and Corporate Hegemony

2013 ◽  
pp. 281-299
Author(s):  
Nikhil Moro
Keyword(s):  
Digital Rights Management ◽  
Fair Use ◽  
Policy Makers ◽  
Digital Rights ◽  
Transnational Media ◽  
Key Stakeholders ◽  
Inflection Points ◽  
Rights Management ◽  
Media Corporations ◽  
Corporate Hegemony

To the extent that data constitutes creative work in a tangible form, it represents intellectual property and implicates copyright. Understanding data mining, thus, invokes an appreciation of the principle and law of copyright. With the advent of digital rights management (DRM), the discourse of the U.S. law of copyright has shifted from fair use to circumventions of copyright-protecting software by hackers. In light of the ever-rising market power of transnational media corporations, this essay engages the political philosophy of Antonio Gramsci to address a normative question of who ought to control protected content and to what extent. It identifies six inflection points for any effort to divest copyright law of the disproportionate influence of corporate lobbying. Underlying the discussion is a presumption that reform of the law of copyright through dialogue among key stakeholders – creative individuals, technology innovators, legislators, policy makers, international mediators, data miners and other scholars, and transnational corporations – would help preempt any Gramsci-prescribed socialist reaction to the exclusive copyright regime enabled by DRM.

Exploring Value Creation Through Application Programming Interfaces

2020 ◽  
pp. 295-316
Author(s):  
Joshua Ofoeda
Keyword(s):  
Value Creation ◽  
Global Economy ◽  
Service Providers ◽  
Digital Platforms ◽  
Value Network ◽  
Application Programming Interfaces ◽  
Competitive Prices ◽  
Application Programming ◽  
Programming Interfaces

Digital platforms continue to contribute to the global economy by enabling new forms of value creation. Whereas the Information Systems literature is dominated by digital platform research, less is said about Application Programming Interfaces (APIs), the engine behind digital platforms. More so, there is a dearth in the literature on how developing economy firms create value through API integration. To address these research gaps, the author conducted a case study on DigMob (Pseudonym), a digital firm that focuses on the sale of indigenous African music to understand how it created value through API integration. Based on Amit and Zott's value creation model, the findings suggest that DigMob's value creation occurs on a broader value network comprising suppliers (e.g., payment service providers) and customers. For instance, DigMob generated value through the API-enabled platform by ensuring that music lovers purchase their preferred songs at competitive prices. DigMob has also been able to increase their revenue and brand image. Similarly, musicians have been able to rake substantial amounts of money through the sales of their music on the platform.

scholarly journals The Consequences of Participating in the Sharing Economy: A Transparency-Based Sharing Framework

2020 ◽  
Vol 47 (1) ◽  
pp. 317-343 ◽  
Author(s):  
Nils C. Köbis ◽  
Ivan Soraperra ◽  
Shaul Shalvi
Keyword(s):  
Global Economy ◽  
Service Providers ◽  
Empirical Work ◽  
Sharing Economy ◽  
Third Parties ◽  
Future Research ◽  
Psychological Consequences ◽  
Negative Consequences ◽  
For Profit ◽  
Managerial Implications

The sharing economy is estimated to add hundreds of billions of dollars to the global economy and is rapidly growing. However, trust-based commercial sharing—the participation in for-profit peer-to-peer sharing-economy activity—has negative as well as positive consequences for both the interacting parties and uninvolved third parties. To share responsibly, one needs to be aware of the various consequences of sharing. We provide a comprehensive, preregistered, systematic literature review of the consequences of trust-based commercial sharing, identifying 93 empirical papers spanning regions, sectors, and scientific disciplines. Via in-depth coding of the empirical work, we provide an authoritative overview of the economic, social, and psychological consequences of trust-based commercial sharing for involved parties, including service providers, users, and third parties. Based on the aggregate insights, we identify the common denominators for the positive and negative consequences. Whereas a well-functioning infrastructure of payment, insurance, and communication enables the positive consequences, ambiguity about rules, roles, and regulations causes non-negligible negative consequences. To overcome these negative consequences and promote more responsible forms of sharing, we propose the transparency-based sharing framework. Based on the framework, we outline an agenda for future research and discuss emerging managerial implications that arise when trying to increase transparency without jeopardizing the potential of trust-based commercial sharing.

DRM Technology for Mobile Multimedia

2005 ◽  
pp. 918-923
Author(s):  
Sai Ho Kwok
Keyword(s):  
Mobile Networks ◽  
Service Providers ◽  
Digital Rights Management ◽  
Mobile Service ◽  
Mobile Multimedia ◽  
Multimedia Services ◽  
Rights Management ◽  
Payment Schemes ◽  
Physical Assets ◽  
Near Future

Mobile multimedia has been promoted as a promising service and application in mobile e-commerce (m-commerce) by many mobile operators and mobile service providers, when high-speed mobile networks are expected to take off in the near future. However, at present, mobile multimedia is still in its infancy, accessed by relatively low-end mobile devices with limited bandwidth and resources. A typical example is Orange in Hong Kong which launched a low-grade multimedia service in 2000 to test the market with current mobile technologies. Due to the physical constraints of a 2.5G mobile network, audio broadcast is the best service that the network can offer up to date. However, in the near future, when advanced mobile networks and technologies become available, higher demands will be placed on the quality of mobile multimedia services. Such services support both audio and video data, for example, video conferencing, music video, video-on-demand and so on. Rights management deserves more serious concern because intellectual property of distributed multimedia content is as valuable as a company’s physical assets (Doherty, 2002). This will become even more important when mobile multimedia services become marketable and an essential part of the business. The purpose of a digital rights management (DRM) system is to allow owners of digital assets (movies, songs) to distribute their products/services/contents electronically in a controlled way (Peinado, 2002). DRM technology makes various online payment schemes possible, such as pay-per-view, pay-per-download, pay-per-game and so on. Hence, mobile service providers are able to control end users’ use of, and accessibility to, their products, and stand to gain huge profits from this capability with the DRM technology (Foroughi, Albin, & Gillard, 2002). A successful DRM system should address both business and technical issues (Grab, 2002), but this chapter only addresses and presents issues in the technical side due to the nature of this book. We present some critical issues of mobile DRM for mobile multimedia. A proposal of mobile DRM framework is presented to meet the urgent DRM needs with the existing 2.5G mobile technology. This chapter is concluded by presenting future directions of mobile DRM for mobile multimedia.

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