Implementing self-service technologies: not without competition!

2019 ◽  
Vol 48 (2) ◽  
pp. 169-185
Author(s):  
Bertrand Audrin
Keyword(s):  
Technological Change ◽  
Change Process ◽  
Design Methodology ◽  
Implementation Process ◽  
Western European Country ◽  
Specific Situation ◽  
Process Of Change ◽  
Content Type ◽  
Self Service

Purpose The purpose of this paper is to explore the implementation of self-service technologies (SST) in two competitors and unravel the process of change in two related setups, offering a comparison as well as an association of cases. Design/methodology/approach The paper is based on two extensive case studies of SST adoption by leading retailers in a Western European country. The analysis is based on a material-discursive approach using Greimas actantial model to identify actors’ roles in the implementation process. Findings Results highlight the key role of technology and organizational identity as legitimizers of the change process. The findings also emphasize the role of competition in justifying change. Research limitations/implications Due to the specific situation of the market in the country of study (both retailers share 70 percent of the grocery market), this research offers a textbook example of the role of competition in technological change. This helps to understand the role of competition in technological change. Originality/value This study explores the implementation of SST in two competitors and unravels the process of change in two related setups, offering a comparison as well as an association of cases.

Energy consultants calculating sustainability for residential buildings

Facilities ◽  
2019 ◽  
Vol 37 (11/12) ◽  
pp. 825-838 ◽  
Author(s):  
Roger Andre Søraa ◽  
Håkon Fyhn ◽  
Jøran Solli
Keyword(s):  
Design Process ◽  
Energy Efficient ◽  
Design Methodology ◽  
Residential Buildings ◽  
Qualitative Interviews ◽  
Implementation Process ◽  
Building Sector ◽  
Content Type ◽  
Practical Implications

PurposeThis paper aims to investigate the role of a particular energy calculator in enhancing the energy efficiency of existing homes by asking how this calculator was developed and how it is domesticated by craftspeople working as energy consultants.Design/methodology/approachThe study is based on qualitative interviews with users and producers of the energy calculator (n= 22), as well as participation in energy consultation training.FindingsThe paper finds that, in the energy calculator, there is a striking lack of connection between the domestication and script because of lack of energy consultants’ involvement in the design and implementation process.Practical implicationsThe enrolment of energy consultants as energy calculator users earlier in and throughout the design process could be valuable in making the transition to an energy-efficient and environmentally friendly building sector.Social implicationsThe paper argues for recognition of the role of energy consultants, especially craftspeople, as participants in the design process for tools of governance. This is a call to acknowledge the value of particular skills and experiences possessed by craftspeople doing home consultation.Originality/valueBy understanding the intricate developer–user synchronicity in tools developed for upgrading the building sector, energy mitigation can be made more effective.

When institutional entrepreneurship failed

2018 ◽  
Vol 31 (4) ◽  
pp. 1199-1229 ◽  
Author(s):  
Maria Major ◽  
Ana Conceição ◽  
Stewart Clegg
Keyword(s):  
Change Process ◽  
Power Relations ◽  
Design Methodology ◽  
Power Dynamics ◽  
Institutional Entrepreneurship ◽  
Content Type ◽  
Power Strategies ◽  
Political Economic

Purpose The purpose of this paper is to demonstrate the role of power relations in initiating and blocking accounting change that involves increased “responsibilisation” and “incentivisation”, and to understand how institutional entrepreneurship is steered by power strategies. Design/methodology/approach An in-depth case study was carried out between 2010 and 2015 in a cardiothoracic surgery service (CSS) where a responsibility centre was introduced. Findings Introducing a responsibility centre within a CSS led to a change process, despite pressures for stability. The institutionalisation of change was conditioned by entrepreneurship that flowed through three circuits of power. Strategies were adapted according to changes in exogenous environmental contingencies and alterations in the actors’ relationships. Originality/value The contributions of the paper are several: first, it demonstrates that the existing literature discussing the implementation of responsibility centres cannot be isolated from power issues; second, it expands understanding of the power dynamics and processes of institutional entrepreneurship when implementing accounting change; third, it shows how change introduced by exogenous political economic events structured organisational circuits of power and blocked the introduction of the change initiative.

Sensemaking through a storytelling lens

2019 ◽  
Vol 14 (4) ◽  
pp. 428-443 ◽  
Author(s):  
Michele Heath ◽  
Tracy Porter
Keyword(s):  
Identity Construction ◽  
Change Process ◽  
Information Exchange ◽  
Design Methodology ◽  
Health Information Exchange ◽  
Implementation Process ◽  
Successful Implementation ◽  
Content Type ◽  
Sensemaking Theory ◽  
Insight Into

Purpose Drawing from the extant literature on sensemaking theory, the purpose of this paper is to understand how physicians view health information exchange (HIE) implementation and how their stories frame the situation. Design/methodology/approach This paper utilizes content analysis with sensemaking theory as a theoretical lens to analyze physicians’ interviews. Findings The stories within this study draw attention to how sensemaking might impact the HIE implementation process. The findings demonstrated four well-defined manifest themes specific to sensemaking: bracketing, enactment, social and identity construction. There were sub-themes that cut across major themes: financial implications, practice changes and impact on professional reputation. The data demonstrated that each participant singled out items or events specific to the HIE change process in order to make sense of the change as an entirety. Originality/value No other study has applied sensemaking in an effort to gain insight into the ways physicians view the HIE process. Therefore, this study offers a unique perspective which might provide a framework through which to understand the possible barriers to successful implementation of HIE from a physician.

The effect of the COVID-19 crisis on the perception of digitisation in the purchasing process: customers and retailers perspective

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jiri Dvorak ◽  
Lenka Komarkova ◽  
Lukas Stehlik
Keyword(s):  
Mixed Models ◽  
Repeated Measures ◽  
Design Methodology ◽  
Specific Situation ◽  
Content Type ◽  
Goods And Services ◽  
The World ◽  
The One ◽  
Internal And External Factors

Purpose The market for goods and services is a continually changing environment influenced by many internal and external factors. The majority of economies in the World were deeply hit by the coronavirus epidemic (COVID-19) in the first half of 2020. This paper aims to contribute to the understanding of the role of a crisis, COVID-19 in this case, in moderating the market environment and its ability to accelerate or slow down ongoing processes. Design/methodology/approach A questionnaire survey was used to obtain the opinions of 100 customers and 100 local retailers on the digitisation of the shopping process in a medium-sized Czech town. After the first wave of crisis faded away, the respondents reflected on their opinions before, during and after the crisis. The data were processed using linear mixed models respecting repeated measures. Findings The crisis seems to have shifted the interest of both groups towards e-commerce but it did not change the disproportion in opinions between them. The interest of customers was significantly higher, even after the crisis. Research limitations/implications The credibility of the results is limited mainly by the one-time gathering of the data after the crisis. However, the results indicate a persistent challenge to which small retailers are exposed. Originality/value The originality of the results comes from the specific situation brought about by the COVID-19 crisis and the structure of respondents, enabling us to catch an immediate shift of opinions caused by the crisis and to compare the changes in both groups of respondents.

Do kiosks outperform cashiers? An S-O-R framework of restaurant ordering experiences

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Xi Y. Leung ◽  
Bryan Torres ◽  
Alei Fan
Keyword(s):  
Experimental Design ◽  
Significant Interaction ◽  
Human Services ◽  
Design Methodology ◽  
Content Type ◽  
Service Setting ◽  
Self Service ◽  
Quick Service ◽  
Moderating Role

Purpose This study aims to compare the performance of self-service kiosks in a quick-service setting with the performance of cashiers. In particular, this study explores both internal responses and external responses between the two ordering methods with the moderating role of crowdedness. Design/methodology/approach This study develops a theoretical framework based on the stimulus-organism-response (S-O-R) model. A 2 × 2 field experiment was conducted in a real quick-service outlet to collect data. Findings The results reveal that customers reported a better experience when using self-service kiosks compared to placing orders with cashiers. However, cashiers generated more revenue for the quick-service outlet than kiosks. Significant interaction effects were found for external responses. Customers spent more time placing orders with cashiers than with kiosks in less crowded periods, while cashiers generated more sales than kiosks during busier periods. Originality/value This study enriches the hospitality and tourism literature by applying the S-O-R framework in an experimental design incorporating both internal and external responses. The findings on the interaction between ordering methods and crowdedness on external responses provide practical insights for quick-service restaurant operators to find a balance between technology and human services.

Implications of self-managing teams for the HRM function

2020 ◽  
Vol 15 (4) ◽  
pp. 533-550 ◽  
Author(s):  
Maarten Renkema ◽  
Anna Bos-Nehles ◽  
Jeroen Meijerink
Keyword(s):  
Design Methodology ◽  
Process Model ◽  
Implementation Process ◽  
Document Analysis ◽  
Healthcare Organisation ◽  
Line Managers ◽  
Content Type ◽  
Practical Implications

PurposeOrganisations increasingly implement self-managing teams (SMTs) to empower their employees. By drawing from the HRM process model and multilevel thinking, this paper explores how the HRM function changes in terms of actors and activities when introducing SMTs.Design/methodology/approachAn in-depth, multilevel case study was conducted at a large healthcare organisation in The Netherlands, making use of 70 interviews, document analysis and observations.FindingsThe findings show that SMTs transform the HRM function by changing the responsibilities of teams, HRM professionals and line managers in the implementation of HRM activities. The analysis shows that many HRM responsibilities are devolved to SMTs, which are supported by the HRM department.Research limitations/implicationsThese changes in the HRM function influence the HRM implementation process and provide all actors with new roles and activities. Based on these findings, this paper presents an inductive model of HRM implementation.Practical implicationsThe findings help HRM practitioners to transform the HRM function when deciding to introduce SMTs.Originality/valueThis article is one of the first that empirically explores how the HRM function changes as a consequence of introducing SMTs. This is important because more and more organisations are adopting SMTs, while knowledge about the role of HRM is lacking.

Technology forecasting (TF) and technology assessment (TA) methodologies: a conceptual review

2019 ◽  
Vol 26 (1) ◽  
pp. 48-72 ◽  
Author(s):  
Abid Haleem ◽  
Bisma Mannan ◽  
Sunil Luthra ◽  
Sanjay Kumar ◽  
Sonal Khurana
Keyword(s):  
Technological Change ◽  
Technology Assessment ◽  
Design Methodology ◽  
Specific Situation ◽  
Technology Forecasting ◽  
Content Type ◽  
Single Strategy ◽  
Practical Implications ◽  
Expected Outcomes

PurposeTechnology forecasting (TF) and assessment (TA), all in all, apply to any intentional and deliberate endeavours to forecast and view the potential heading, rate, attributes and impacts of technological change, especially for development, advancement, selection and utilisation of resources, which ultimately helps in the benchmarking. A vast variety of methods are available for TF and TA. Till now, practically, no exertion has been made to choose proper, satisfactory innovation methods or technology. The paper aims to discuss this issue.Design/methodology/approachIn this paper, there is an endeavour to summarise the vast field of TF and TA, through its evolution, functions, applications and techniques. This paper provides the in-depth review of the utilisation of TF and TA methodologies and its improvement, which helps the users in selecting the appropriate method of TF and TA for a specific situation.FindingsThis study concludes that the quest for a single strategy for doing forecast and assessment is a misconception. This neglects to perceive that forecast and assessment oblige a suitable blend of strategies and methods drawn from a variety of fields. Researchers and practitioners must be innovative, imperative and specialised in choosing TF and TA methodologies, and cannot be programmed.Practical implicationsThe technology seems to be the most significant driver of the present day global developments. Some technologies have far-reaching implications, and the authors need to understand these issues regarding its’ forecasting and its assessment.Originality/valueThe decision of proper worthy procedure amid a circumstance may have an impact on the exactness and reliability of the forecast and assessment. Significant observations regarding learning, action/s, actor/s and expected outcomes are discussed.

scholarly journals Vulnerable adults in police custody

2019 ◽  
Vol 22 (1) ◽  
pp. 5-8
Author(s):  
Ian Cummins
Keyword(s):  
Design Methodology ◽  
Research Literature ◽  
Police Custody ◽  
England And Wales ◽  
Content Type ◽  
Increased Risk ◽  
Vulnerable Adults

Purpose The purpose of this paper is to discuss the recent National Appropriate Adult Network (NAAN) report on the role of the appropriate adult. Design/methodology/approach This paper is based on the NAAN report and a review of relevant policy and research literature. Findings There to Help 2 highlights that there are still significant gaps in the provision of appropriate adult schemes across England and Wales. These gaps potentially place vulnerable adults at increased risk. Originality/value This paper is a review of recent research.

Overcoming counter-knowledge through telemedicine communication technologies

2017 ◽  
Vol 31 (7/8) ◽  
pp. 730-745 ◽  
Author(s):  
Jorge Cegarra-Sanchez ◽  
Juan-Gabriel Cegarra-Navarro ◽  
Anthony Wensley ◽  
Jose Diaz Manzano
Keyword(s):  
Learning Process ◽  
Design Methodology ◽  
Communication Technologies ◽  
Regional Hospital ◽  
Potential Contribution ◽  
Exploration And Exploitation ◽  
Negative Effects ◽  
Content Type

Purpose Knowledge acquired from sources of unverified information such as gossip, partial truths or lies, in this paper it is termed as “counter-knowledge.” The purpose of this paper is to explore this topic through an exploration of the links between a Hospital-in-the-Home Units (HHUs) learning process (LP), counter-knowledge, and the utilization of communication technologies. The following two questions are addressed: Does the reduction of counter-knowledge result in the utilization of communication technologies? Does the development of counter-knowledge hinder the LP? Design/methodology/approach This paper examines the relevance of communication technologies to the exploration and exploitation of knowledge for 252 patients of a (HHU) within a Spanish regional hospital. The data collected was analyzed using the PLS-Graph. Findings To HHU managers, this study offers a set of guidelines to assist in their gaining an understanding of the role of counter-knowledge in organizational LPs and the potential contribution of communication technologies. Our findings support the proposition that the negative effects of counter-knowledge can be mitigated by using communication technologies. Originality/value It is argued in this paper that counter-knowledge may play a variety of different roles in the implementation of LPs. Specifically, the assignment of communication technologies to homecare units has given them the means to filter counter-knowledge and prevent users from any possible problems caused by such counter-knowledge.

Digital forensics and evolving cyber law: case of BIMSTEC countries

2019 ◽  
Vol 22 (4) ◽  
pp. 744-752
Author(s):  
Sisira Dharmasri Jayasekara ◽  
Iroshini Abeysekara
Keyword(s):  
Information Technology ◽  
Design Methodology ◽  
Digital Forensics ◽  
Content Type ◽  
Global Context ◽  
Study Approach ◽  
Legal Frameworks ◽  
Work Done

Purpose The purpose of this paper is to discuss the role of digital forensics in an evolving environment of cyber laws giving attention to Bay of Bengal Initiative for Multi-Sectoral Technical and Economic Cooperation (BIMSTEC) countries, comprising Bangladesh, India, Myanmar, Sri Lanka, Thailand, Nepal and Bhutan, in a dynamic global context. Design/methodology/approach This study uses a case study approach to discuss the digital forensics and cyber laws of BIMSTEC countries. The objective of the study was expected to be achieved by referring to decided cases in different jurisdictions. Cyber laws of BIMSTEC countries were studied for the purpose of this study. Findings The analysis revealed that BIMSTEC countries are required to amend legislation to support the growth of information technology. Most of the legislation are 10-15 years old and have not been amended to resolve issues on cyber jurisdictions. Research limitations/implications This study was limited to the members of the BIMSTEC. Originality/value This paper is an original work done by the authors who have discussed the issues of conducting investigations with respect to digital crimes in a rapidly changing environment of information technology and deficient legal frameworks.

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