The impact of technological innovation on service delivery: social media and smartphone integration in a 311 system

2021 ◽  
pp. 1-25
Author(s):  
Matthew M. Young
Keyword(s):  
Social Media ◽  
Service Delivery ◽  
Technological Innovation ◽  
The Impact

Immersive Multimedia in Information Revolution

2019 ◽  
pp. 192-210
Author(s):  
Celia Soares ◽  
Emília Simão
Keyword(s):  
Social Media ◽  
Technological Innovation ◽  
Learning Systems ◽  
Modern World ◽  
Technological Advancement ◽  
Innovation In Education ◽  
Multimedia Education ◽  
Immersive System ◽  
External Stakeholders ◽  
The Impact

This chapter describes the immersive multimedia's role in our lives, educational activities, and business, and social media benefits from the growth of this emerging reality. Consequently, this chapter analyses the impact and the use for immersive multimedia in different contexts. In the modern world, technological advancement led to the discovery of the powerful application of multimedia. Education and learning systems have significant contribution to improve this field of research. This chapter is going to help expanded the knowledge and information about multimedia in general and immersive multimedia in particular, and its strong influences on education. How technological innovation can be used by external stakeholders to direct and promote innovation in education, how teaching can benefit from the proximity to technology, and how social networks can seize the advantages of an immersive system are some of the answers the authors try to find in this chapter.

The impact of technological innovation upon servitization

2019 ◽  
Vol 30 (7) ◽  
pp. 1097-1114 ◽  
Author(s):  
Bang-Ning Hwang ◽  
Mu-Yen Hsu
Keyword(s):  
Service Delivery ◽  
Technological Innovation ◽  
Large Scale ◽  
Manufacturing Firms ◽  
Multivariate Logistic Regression Model ◽  
Technological Innovations ◽  
Manufacturing Firm ◽  
Content Type ◽  
The Impact ◽  
The Relationship

Purpose For most manufacturing firms, technological innovations are usually the key strategies to gain their competitive advantages. However, competing strategically through service provision is becoming an important strategy for most industries. A growing demand for packaged product and service delivery is blurring the traditional boundaries between manufacturing and service firms. This trend is called “servitization.” Prior research had different perspectives on the relationship between technological innovations and servitization. Some argued that as servitization exerts the innovative convergence of products and services, the possession of appropriate readiness and absorption capacity through technological innovations for a manufacturing firm is critical to the success of servitization. In contrast, some argued that the knowledge gained from developing technological innovations cannot be applied to the creation of services due to the fundamental difference between technology and service. These contradicting arguments motivated the authors to study the relationship between technological innovations and servitization a step further. The paper aims to discuss these issues. Design/methodology/approach To address the research gap, the authors conducted an empirical study based on the large-scale samples from the second Taiwan Community Innovation Survey (Taiwan CIS). A multivariate logistic regression model was applied in the research. Findings The authors found that different types of technological innovations, namely product innovation and process innovation, have different impacts on servitization. The innovativeness level of the technological innovation moderates the relationship between technological innovation and servitization. Based on the above findings, this research specifically explains the causes of the contradictory results of the prior research. Originality/value The values of this research are twofold. Its academic contribution rests on bridging the literature of innovation and servitization, and on providing a model to clarify the relationships among technological innovation type, level of innovativeness and servitization. Its practical contribution lies in its establishment of a guideline that illuminates manufacturing firms reinforcing service delivery through their existing technological innovation trajectory.

Customer Service on Twitter

2015 ◽  
pp. 130-153 ◽  
Author(s):  
Alexa K. Fox ◽  
Scott Cowley
Keyword(s):  
Social Media ◽  
Service Delivery ◽  
Customer Service ◽  
Service Providers ◽  
Customer Expectations ◽  
Service Interaction ◽  
Service Expectations ◽  
Twitter Users ◽  
The Impact

Twitter is one of the world's most popular social media websites, and company spending on social media is rapidly increasing. One area of investment for companies in social media is customer service, but many marketers struggle to understand how micro-blogging can be integrated into customer service efforts. The purpose of this chapter is to explore customer service interaction on micro-blogs by understanding company and customer expectations on Twitter. The authors examine (1) whether gaps in service expectations exist between consumers and companies in a customer service scenario and (2) the impact of specific customer service response configurations on these consumer-company expectation gaps. Results of a study of Twitter users and customer service providers suggest that differences exist between customers' expectations of customer service on Twitter and companies' understanding of these expectations. The authors discuss how managers can use their understanding of these differences to make better decisions about service delivery through Twitter and other social media websites.

Changing the face of reference and user services

2016 ◽  
Vol 44 (3) ◽  
pp. 219-236 ◽  
Author(s):  
Michael Ahenkorah-Marfo ◽  
Harry Akussah
Keyword(s):  
Social Media ◽  
Service Delivery ◽  
Higher Education Policy ◽  
Academic Librarians ◽  
Content Type ◽  
Work Related ◽  
Depth Analysis ◽  
Social Media Tools ◽  
Use Of Social Media ◽  
The Impact

Purpose Social media allows collaboration, participation and sharing in libraries with users. The purpose of this study is to examine the response of academic librarians in Ghana to the use of social media in reference and user services. Design/methodology/approach It is a quantitative study that used the Likert type of questionnaire in soliciting the views of academic librarians from six public and private universities in Ghana on their knowledge and use of social media in providing reference and user services. Findings The findings of the study indicate that majority of academic librarians are knowledgeable and use social media for both personal and work-related purposes. They, however, lack adequate skills to use the array of social media tools to make remarkable difference in service delivery. For this reason, they find the traditional mode of service delivery a comfort zone. Practical implications Higher education policy makers in Ghana and elsewhere would find the results useful in decisions on the types of social media tools to use in universities and colleges. Originality/value The study provides in-depth analysis of the impact of social media on reference and user services in Ghanaian libraries, which is deficient in literature. It also recommends change in policy direction and training to whip up interest in librarians to use social media.

The Impact of Social Media on Work

2012 ◽  
Author(s):  
Richard N. Landers ◽  
Gordon B. Schmidt ◽  
Jeffrey M. Stanton
Keyword(s):  
Social Media ◽  
The Impact

#INCLUSION – THE IMPACT OF SOCIAL MEDIA COMMUNICATION ON THE LEGITIMACY OF ARMED FORCES

2019 ◽  
pp. 43-60
Author(s):  
EVA MOEHLECKE DE BASEGGIO ◽  
OLIVIA SCHNEIDER ◽  
TIBOR SZVIRCSEV TRESCH
Keyword(s):  
Social Media ◽  
Political Communication ◽  
Structural Equation ◽  
Armed Forces ◽  
Equation Model ◽  
Media Communication ◽  
The Public ◽  
Political Legitimation ◽  
Social Media Communication ◽  
The Impact

The Swiss Armed Forces (SAF), as part of a democratic system, depends on legitimacy. Democracy, legitimacy and the public are closely connected. In the public sphere the SAF need to be visible; it is where they are controlled and legitimated by the citizens, as part of a deliberative discussion in which political decisions are communicatively negotiated. Considering this, the meaning of political communication, including the SAF’s communication, becomes obvious as it forms the most important basis for political legitimation processes. Social media provide a new way for the SAF to communicate and interact directly with the population. The SAF’s social media communication potentially brings it closer to the people and engages them in a dialogue. The SAF can become more transparent and social media communication may increase its reputation and legitimacy. To measure the effects of social media communication, a survey of the Swiss internet population was conducted. Based on this data, a structural equation model was defined, the effects of which substantiate the assumption that the SAF benefits from being on social media in terms of broadening its reach and increasing legitimacy values.

Influence of social networks on business processes’ development

2020 ◽  
Vol 19 (12) ◽  
pp. 2225-2252
Author(s):  
E.V. Popov ◽  
V.L. Simonova ◽  
O.V. Komarova ◽  
S.S. Kaigorodova
Keyword(s):  
Social Networks ◽  
Social Media ◽  
Business Models ◽  
Business Processes ◽  
Digital Economy ◽  
Theoretical Understanding ◽  
Sales Channels ◽  
A Value ◽  
The Impact

Subject. The emergence of new ways of interaction between sellers and buyers, the formation of new sales channels and product promotion based on the use of digital economy tools is at the heart of improving the business processes. Social networks became a tool for development; their rapid growth necessitates theoretical understanding and identification of potential application in enterprise's business process digitalization. Objectives. We explore the role of social media in the digitalization of business processes, systematize the impact of social networks on business processes of enterprises in the digital economy. Methods. The theoretical and methodological analysis of social networks as a tool for digitalization of company's business processes rests on the content analysis of domestic and foreign scientific studies, comparison, generalization and systematization. Results. We highlight the key effects of the impact of social networks on the business processes of the company; show that the digitalization of business processes should be considered in the context of a value-based approach, aimed at creating a value through the algorithmization of company operations. We determine that social networks are one of the most important tools for digitalization of company's business processes, as they have a high organizational and management potential. We also systematize the effects of social media on company's business processes. Conclusions. We present theoretical provisions of the impact of social networks on business processes of enterprises, which will enable to model and organize ideas about the development of digital ecosystems and the formation of business models.

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