Mobile claim management adoption in emerging insurance markets

2016 ◽  
Vol 34 (1) ◽  
pp. 110-130 ◽  
Author(s):  
Chupun Gowanit ◽  
Natcha Thawesaengskulthai ◽  
Peraphon Sophatsathit ◽  
Thitivadee Chaiyawat
Keyword(s):  
Technology Acceptance ◽  
Consumer Preferences ◽  
Early Stage ◽  
Research Approach ◽  
Exploratory Research ◽  
Structured Interviews ◽  
Content Type ◽  
Tam Model ◽  
Motor Insurance ◽  
Practical Implications

Purpose – The purpose of this paper is to explore the adoption of a mobile insurance claim system (M-insurance) and develops a framework for the adoption of M-insurance by consumers. Design/methodology/approach – This study assesses mobile technology for claim management through the lens of the technology acceptance model (TAM) and diffusion of innovation (DOI) models as a major guideline, using exploratory research through in-depth interviews with four executive experts who are first movers in mobile claim motor insurance in Thailand. Semi-structured interviews and open-ended questions were used to conduct group interviews of insurance consumers who mostly use smartphones. The data were collected in a qualitative research approach from Thai insurance consumers (n=177), and contents were classified and analysed to gain strong insights into respondent opinions, comments, attitudes, behaviour, and experiences. Findings – The results indicate that the external (social) factors influence attitude and behaviour of consumers which link to their intention to adopt M-insurance. These external factors include: preference for face-to-face service; confidence of insurers in accepting claim; and risk of claim knowledge that might cause legal issues among others. In application, the findings shall meaningfully enhance insurer firms’ improvement of adoption rate and development of future features and functions of M-insurance. Research limitations/implications – This study is based on insurance consumers in each region of Thailand but focuses only on mobile claim management for motor insurance. Although the findings bring new insight and understanding of consumer preferences and behaviours, they were not tested statistically. Practical implications – The study has practical implications for motor insurance claimants who are concerned over the complicated policy conditions, the perspective risk of claim knowledge and fault admission, and the on-site investigation by surveyor for another party. These are the guidance impediments to overcome M-insurance adoption improvement. Originality/value – Previously, TAM and DOI approaches have been employed to study general adoption of M-banking by quantitative research which confirmed descriptive data and tested the hypothesis, but neglected crucial data. However, M-insurance is different from M-banking in term of features and functions, purpose and process of usage, and legal liability. Therefore, this study is one of a few empirical studies that attempt to identify insightful factors to consumer uptake of M-insurance which is in its early stage and lacks an underpinning TAM model. This study contributes by identifying insights of “pull” factors to successfully develop M-insurance in Thailand.

Can Bahraini patients accept e-health systems?

2019 ◽  
Vol 32 (4) ◽  
pp. 720-730 ◽  
Author(s):  
Ali Zolait ◽  
Nadeen Radhi ◽  
Muna Moahmmed Alhowaishi ◽  
Veera Pandiyan Kaliani Sundram ◽  
Lulwa Mohammed Aldoseri
Keyword(s):  
Health System ◽  
Technology Acceptance ◽  
Reasoned Action ◽  
Structured Interview ◽  
Content Type ◽  
Factors Affecting ◽  
Tam Model ◽  
Acceptance Model ◽  
Self Administered Questionnaire ◽  
Practical Implications

Purpose The purpose of this paper is to examine whether Bahraini individuals accept e-health system and the prominent factors affecting e-health system adoption in Bahrain. Design/methodology/approach The authors adopted a quantitative and qualitative approach, i.e., a self-administered questionnaire, unstructured and a semi-structured interview, which were used to collect the data. A questionnaire was distributed to Bahraini residents selected randomly. The framework was based on the technology acceptance model (TAM) and theory of reasoned action (TRA). Important variables from both the TAM model and TRA theory were extracted and jointly used to build the research model. Findings The findings indicated that the most factors affecting e-health adoption are trust, health literacy and attitude. Additionally, people in the private and government sectors understand e-health benefits. Practical implications If healthcare professionals understand the factors affecting e-health system adoption from an individual and organisational perspective, then nurses, pharmacists and others will be more conscious about e-health and its adoption status. Originality/value E-health system adoption has become increasingly important to governments, individuals, and researchers in recent years. A novel research framework, based on TAM and TRA, was used to produce a new integrated model.

scholarly journals Do organisations have a mission for mapping processes?

2018 ◽  
Vol 24 (1) ◽  
pp. 2-22 ◽  
Author(s):  
James Rowell
Keyword(s):  
Process Management ◽  
Small Range ◽  
Exploratory Research ◽  
Process Mapping ◽  
Structured Interviews ◽  
Content Type ◽  
Wide Range ◽  
Strategic Impact ◽  
Expected Benefits ◽  
Practical Implications

Purpose The purpose of this paper is twofold: to identify and explore the reasons why organisations decide to use process mapping software (PMS) facilities in support of business process management (BPM); and to determine the objectives set by senior management for its introduction, and understand extent to which organisations achieve expected benefits. Design/methodology/approach This paper uses an exploratory research design and investigates the elements of organisations’ objectives, implementation and evaluation of using PMS. The research data were collected through semi-structured interviews with business managers responsible for the implementation of PMS. The respondent organisations were selected from a range of industries who were using the same software. Findings The results of the research show that organisations do set objectives for using PMS, relevant to a wide range of business, operational and strategic objectives, dependant on the needs of the organisation. Additionally, the results show that some gain further advantages post-implementation, based on their PMS experience. Regarding explicit evaluation of their investment, organisations attempt this to a very limited extent; whilst recognising a broad a range of “softer” benefits. Research limitations/implications This exploratory research has been conducted on a small range of organisations, all using the same software, therefore the results cannot be clearly generalizable. The research suggests organisations are making effective decisions regarding adopting PMS, further research on the evaluating its benefits could support better decision-making in the future. Practical implications The practical implications of this research are for decision-makers in organisations recognising and understanding the strategic/operational benefits that could be achieved by implementing a software system for BPM. Originality/value Whilst the use of process mapping of organisation’s operations is widespread the benefits achieved by organisations are only partially understood. Knowledge of the strategic impact of BPM is limited, as reported by numerous researchers. This research attempts to explore the context of organisations using such software, and point towards further approaches to its investigation.

Discovering perceptions of Muslim consumers toward the ICRIC Halal logo

2016 ◽  
Vol 7 (4) ◽  
pp. 304-317 ◽  
Author(s):  
Mahdi Borzooei ◽  
Maryam Asgari
Keyword(s):  
Structured Interview ◽  
Research Approach ◽  
Exploratory Research ◽  
Visual Aids ◽  
Muslim Students ◽  
Content Type ◽  
Muslim Countries ◽  
Arabic Characters ◽  
Graphical Design ◽  
Practical Implications

Purpose The purpose of this study is to explore the perceptions of Muslim consumers on the Islamic Chamber Research & Information Center (ICRIC) Halal logo. In particular, the paper evaluates the main messages of the logo and describes the organization’s characteristics behind this logo. Design/methodology/approach This exploratory research conducts a semi-structured interview with visual aids method to identify the Malay Muslim’s perceptions toward the ICRIC Halal logo. Findings Results of the study indicate that the word “Halal” in Arabic characters is a very strong visual and emotional element of the logo because it is eye-catching and projects a strong image of credibility and trustworthiness. Using Islamic graphical design in a Halal logo can assist businesses to succeed in the marketplace. Simplicity, appropriate font type and size, suitable colors and total harmony of all elements make a Halal logo attractive and meaningful; the logo signals trust and mirrors the values of the organization. Research limitations/implications This research used a qualitative research approach to analyze the perceptions of 25 Malay Muslim students. Practical implications Practical implications of this study provide a new window for all Halal certification bodies to realize the importance of the different elements of the Halal logo. Social implications This research attempts to introduce a unique Halal logo that is approved by 57 Muslim countries. This unity assists religious consumers with various mathahib to purchase Halal products with confidence. Originality/value This pioneer study explores the Muslim consumers’ perceptions of a specific Halal logo in the marketplace.

“My colleague is a robot” – exploring frontline employees' willingness to work with collaborative service robots

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Stefanie Paluch ◽  
Sven Tuzovic ◽  
Heiko F. Holz ◽  
Alexander Kies ◽  
Moritz Jörling
Keyword(s):  
Technology Acceptance ◽  
Coping Behavior ◽  
Service Robots ◽  
Appraisal Theory ◽  
Research Approach ◽  
Exploratory Research ◽  
Frontline Employees ◽  
Content Type ◽  
Service Employees ◽  
Frontline Service Employees

PurposeAs service robots increasingly interact with customers at the service encounter, they will inevitably become an integral part of employee's work environment. This research investigates frontline employee's perceptions of collaborative service robots (CSR) and introduces a new framework, willingness to collaborate (WTC), to better understand employee–robot interactions in the workplace.Design/methodology/approachDrawing on appraisal theory, this study employed an exploratory research approach to investigate frontline employees' cognitive appraisal of service robots and their WTC with their nonhuman counterparts in service contexts. Data collection consisted of 36 qualitative problem-centered interviews. Following an iterative thematic analysis, the authors introduce a research framework of frontline employees' WTC with service robots.FindingsFirst, this study demonstrates that the interaction between frontline employees and service robots is a multistage appraisal process based on adoption-related perceptions. Second, it identifies important attributes across three categories (employee, robot and job attributes) that provide a foundation to understand the appraisal of CSRs. Third, it presents four employee personas (supporter, embracer, resister and saboteur) that provide a differentiated perspective of how service employee–robot collaboration may differ.Practical implicationsThe article identifies important factors that enable and restrict frontline service employees' (FSEs’) WTC with robots.Originality/valueThis is the first paper that investigates the appraisal of CSRs from the perspective of frontline employees. The research contributes to the limited research on human–robot collaboration and expands existing technology acceptance models that fall short to explain post-adoptive coping behavior of service employees in response to service robots in the workplace.

Barriers of growth within an informal sector business: narratives of women subsistence entrepreneurs in South Africa

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Herring Shava ◽  
Willie Chinyamurindi
Keyword(s):  
South Africa ◽  
Informal Sector ◽  
Home Front ◽  
Research Approach ◽  
Exploratory Research ◽  
Structured Interviews ◽  
Content Type ◽  
Expansion Strategy ◽  
Emerging Nations ◽  
Growth Barriers

PurposeThe study explores growth barriers experienced by a sample of women subsistence entrepreneurs operating within the informal sector in South Africa.Design/methodology/approachThe paper utilizes a descriptive-exploratory research approach and design relying on semi-structured interviews. A purposive sample of 45 women subsistence entrepreneurs formed the participant pool.FindingsThree main narratives emerged. First, a sense of personal contentment existed as a potential barrier for women subsistence entrepreneurs. Second, the women subsistence entrepreneurs had no expansion strategy due to their circumstances. This served as a barrier to growth. Finally, challenges emanating from the home-front served as a limit to the growth of the informal sector business.Research limitations/implicationsBased on the findings, strategies are offered to assist the women subsistence entrepreneurs in tackling the identified barriers to the growth of the informal sector business. A limitation of the research concerns issues that accompany qualitative research. Notably, these include sampling issues.Practical implicationsBased on the findings, strategies are offered to assist women subsistence entrepreneurs in tackling the barriers that affect their businesses.Originality/valueGiven the popularity of the informal sector in emerging nations such as South Africa, the study proffers suggestions that assist the advancement of subsistence entrepreneurship, especially within the informal sector. The role of women in all this is heightened.

How do bank-affiliated venture capitalists do deals? Towards a model of multiple investment logics

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Christian Granz
Keyword(s):  
Venture Capital ◽  
Design Methodology ◽  
Research Approach ◽  
Venture Capitalists ◽  
Structured Interviews ◽  
Specific Context ◽  
Content Type ◽  
German Bank ◽  
Practical Implications ◽  
Investment Behaviour

Purpose This paper aims to investigate German bank-affiliated venture capitalists’ investment practices and the emergence of their investment logics. Most studies focus on the investment behaviour of independent venture capitalists and little is known about dependent venture capitalists’ investment behaviour. The present study contributes to filling this gap in entrepreneurial finance literature. Design/methodology/approach The paper uses an exploratory qualitative research approach based on 27 semi-structured interviews with the top management of German bank-affiliated venture capitalists and industry experts to develop a conceptual model that explains the investment logics of bank-affiliated venture capitalists. A large amount of archival data has also been collected and used for the analysis. Findings The results indicate that bank-affiliated venture capitalists either follow an autonomous, contingent or hybrid investment logic. A bank-affiliated venture capitalist’s isomorphic focus – whether they feel isomorphic to the external venture capital environment or the internal parent bank’s environment – explains the emergence of multiple investment logics. Practical implications The paper encourages banks to get a better understanding of how the venture capital industry works and what they need to do to compete again independent venture capitalists. Banks and their affiliated venture capital units can improve their deal flows by recognising that they need to get accepted as an on-par investor in the venture capital environment. Originality/value The current study is the first of its kind investigating multiple investment logics by focussing on the link between different isomorphic habits and the specific context of bank-affiliated venture capitalists.

scholarly journals Hybrid project delivery processes observed in constructor BIM innovation adoption

2016 ◽  
Vol 16 (2) ◽  
pp. 229-246 ◽  
Author(s):  
Barry J. Gledson
Keyword(s):  
Case Study Research ◽  
Organisational Change ◽  
Innovation Adoption ◽  
Project Delivery ◽  
Research Approach ◽  
Exploratory Research ◽  
Structured Interviews ◽  
Content Type ◽  
Adoption Decision ◽  
Implementation Stages

Purpose Exploratory research was undertaken focusing upon an innovation adoption decision taken by a regional UK division of a large international contracting organisation implementing building information modelling (BIM) into their project delivery processes. The purpose of this paper was to gain new insights through observations of the process and analysis of the views of employees about organisational BIM adoption during the implementation stage of the innovation-decision process. Design/methodology/approach Case study research was performed focussing on initial BIM projects delivered by an early adopter organisation. Observations and semi-structured interviews were used as part of a data collection strategy, and an iterative research approach was adopted. Findings During implementation stages of BIM innovation adoption, organisations may have to make use of hybrid project delivery methods on initial adopter projects while also working concomitantly with existing systems, processes and personnel not yet ready to adapt to BIM methodology. Originality/value The work captures previously unseen phenomena of how such an organisation and its staff have adapted to BIM innovation adoption during a programme of organisational change. The identification of hybrid project delivery processes has generated further implications for practice and research into the effectiveness of construction production information management.

scholarly journals Sinabung volcano: how culture shapes community resilience

2019 ◽  
Vol 28 (3) ◽  
pp. 290-303
Author(s):  
Marta Mori ◽  
Ronan McDermott ◽  
Saut Sagala ◽  
Yasmina Wulandari
Keyword(s):  
Structured Interviews ◽  
Content Type ◽  
Aid Dependency ◽  
Relief Operations ◽  
Long Term Impact ◽  
Cultural Experts ◽  
Practical Implications

Purpose The purpose of this paper is to explore how culture, including traditions and social structures, can influence resilience and how culturally sensitive relief operations can put affected people and their context at the core of any interventions. Design/methodology/approach A case study of the Mt Sinabung volcano area in Indonesia was undertaken. As part of the case study, an analysis of interventions was conducted, which was complemented by semi-structured interviews with Karo cultural experts and humanitarian organisations. Findings Culture influences the manner in which the Karo people react to volcano eruptions with varying implications for recovery. In addition, relief organisations which understand people’s actions through a cultural lens have better managed to tailor programs with long-term impact, thereby avoiding aid dependency. Practical implications Practical examples of disaster management activities that adequately account for the beneficiaries’ way of living prior to the eruptions are provided. Aid actors are provided with guidance concerning how to better tailor their activities in line with a cultural lens. Originality/value The study provides empirical grounding for claims concerning the role of culture in planning interventions in Indonesia and other similar contexts.

The deputy principal instructional leadership role and professional learning

2017 ◽  
Vol 55 (1) ◽  
pp. 33-48 ◽  
Author(s):  
Ann Leaf ◽  
George Odhiambo
Keyword(s):  
Instructional Leadership ◽  
Professional Learning ◽  
Ad Hoc ◽  
Team Building ◽  
Leadership Role ◽  
Instructional Leaders ◽  
Structured Interviews ◽  
Content Type ◽  
Practical Implications

Purpose The purpose of this paper is to report on a study examining the perceptions of secondary principals, deputies and teachers, of deputy principal (DP) instructional leadership (IL), as well as deputies’ professional learning (PL) needs. Framed within an interpretivist approach, the specific objectives of this study were: to explore the extent to which DPs are perceived as leaders of learning, to examine the actual responsibilities of these DPs and to explore the PL that support DP roles. Design/methodology/approach The researchers used multiple perspective case studies which included semi-structured interviews and key school document analysis. A thematic content analysis facilitated qualitative descriptions and insights from the perspectives of the principals, DPs and teachers of four high-performing secondary schools in Sydney, Australia. Findings The data revealed that deputies performed a huge range of tasks; all the principals were distributing leadership to their deputies to build leadership capacity and supported their PL in a variety of ways. Across three of the case study schools, most deputies were frequently performing as instructional leaders, improving their school’s performance through distributing leadership, team building and goal setting. Deputy PL was largely dependent on principal mentoring and self-initiated but was often ad hoc. Findings add more validity to the importance of principals building the educational leadership of their deputies. Research limitations/implications This study relied upon responses from four case study schools. Further insight into the key issues discussed may require a longitudinal data that describe perceptions from a substantial number of schools in Australia over time. However, studying only four schools allowed for an in-depth investigation. Practical implications The findings from this study have practical implications for system leaders with responsibilities of framing the deputies’ role as emergent educational leaders rather than as administrators and the need for coherent, integrated, consequential and systematic approaches to DP professional development. Further research is required on the effect of deputy IL on school performance. Originality/value There is a dearth of research-based evidence exploring the range of responsibilities of deputies and perceptions of staff about deputies’ IL role and their PL needs. This is the first published New South Wales, Australian DP study and adds to the growing evidence around perceptions of DPs as instructional leaders by providing an Australian perspective on the phenomenon. The paper raises important concerns about the complexity of the DP’s role on the one hand, and on the other hand, the PL that is perceived to be most appropriate for dealing with this complexity.

ICT and sustainable tourism development: an innovative perspective

2014 ◽  
Vol 5 (1) ◽  
pp. 2-16 ◽  
Author(s):  
Alisha Ali ◽  
Andrew J. Frew
Keyword(s):  
Technology Acceptance ◽  
Online Survey ◽  
Sustainable Tourism ◽  
Structured Interviews ◽  
Content Type ◽  
Sustainable Tourism Development ◽  
Stakeholder Relationships ◽  
Tourism Product ◽  
Electronic Distribution ◽  
Information And Communication

Purpose – The aim of this research is to foreground information and communication technology (ICT) as an innovative approach for sustainable tourism (ST) development of destinations. ICT is the technology required for information processing which facilitates data processing, information sharing, communication, searching and selection. This paper concentrates on the Abernathy and Clark model and its usefulness in applying ICT as innovative in managing ST. Design/methodology/approach – An online survey was administered to destination managers and to eTourism experts. Destination managers were selected as they were identified as the person responsible for the overall management of a Destination Management Organisation. eTourism experts were identified as someone who possesses special expertise, knowledge and skills on ICT applications to tourism and offered expertise on which ranged from such areas as electronic distribution, recommender systems, user-generated content, online communities, mobile technology, technology acceptance, tourism networks and Web 2.0. This was followed by semi-structured interviews. Findings – These ICT tools were found to be innovative for information management and distribution for critical decision-making. Innovation was fostered through the use of ICT for ST by leading to a better understanding of the tourism product, monitoring, measuring and evaluating, forecasting trends, developing partnerships and engaging and supporting stakeholder relationships. ICT would provide novel ways of approaching marketing, energy monitoring, waste management, and communication for destinations. Originality/value – This research is important in demonstrating the value that technology can have to ST and further develops the work on tourism innovation theory.

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