ICT service providers strategies and customer migration

2014 ◽  
Vol 114 (7) ◽  
pp. 1036-1049 ◽  
Author(s):  
Sang-Gun Lee ◽  
Silvana Trimi ◽  
Chang-Gyu Yang
Keyword(s):  
Design Methodology ◽  
Technology Innovation ◽  
Service Providers ◽  
Disruptive Technology ◽  
Simulation Approach ◽  
Mobile Telecommunication ◽  
Migration Patterns ◽  
Content Type ◽  
Agent Based ◽  
Ict Service

Purpose – The purpose of this paper is to investigate how ICT service providers’ strategies affect customer migration. Design/methodology/approach – Using a simulation approach and the agent-based model, this research explores how an incremental technology affects customer migration and changes the market structure. Findings – The authors found that a strategy of disruptive technology innovation not only helps a follower company increase its market share, but it also completely disrupts the market. Originality/value – This study investigates customer migration patterns in the saturated mobile telecommunication market based on service providers’ strategies.

To nurture transformational technology, build a community like Sam Walton’s

2015 ◽  
Vol 43 (2) ◽  
pp. 41-46 ◽  
Author(s):  
Osvald M. Bjelland ◽  
Robert Chapman Wood
Keyword(s):  
Technological Change ◽  
Design Methodology ◽  
Technology Innovation ◽  
Senior Leaders ◽  
Content Type ◽  
Five Elements ◽  
Innovation Leadership ◽  
Modern Era ◽  
Practical Implications ◽  
Technology Course

Purpose – The authors examine the approach by which Sam Walton, a 48-year-old when he took his first technology course, drove creation of a new set of technology for retailing. Design/methodology/approach – By breaking Walton’s approach into five stages, the authors show how his way of working points to a credible path for leaders with limited background in technology to lead technological change. Findings – Senior leaders can apply Walton’s systematic way of leading for creation of excellent processes to accomplish customer-focused technology innovation in the modern era. Practical implications – Five elements of Walton’s tech innovation leadership are reviewed and analyzed. Originality/value – This article offers insights about how Walton was able to form a tech savvy team of managers and synthesize a vision about the potential of technology to produce operational breakthroughs far in advance of his competition.

When service providers fail: outsourcing help and consumer attitudes

2018 ◽  
Vol 39 (5) ◽  
pp. 22-30
Author(s):  
Aaron Gazley ◽  
Hamish Simmonds
Keyword(s):  
Design Methodology ◽  
Service Providers ◽  
Home Country ◽  
Service Failure ◽  
Service Recovery ◽  
Content Type ◽  
Consumer Ethnocentrism ◽  
The Impact ◽  
Practical Implications ◽  
Delivery Channel

Purpose The purpose of this paper is to investigate the effect of outsourcing and offshoring on brand loyalty in a service recovery context. In addition, the effect that consumer ethnocentrism has on these relationships is examined. Design/methodology/approach An experiment was designed using a series of service recovery scenarios that manipulated whether the recovery effort was conducted by an in-house/outsourced or local/offshored party. Findings The study shows that while outsourcing service recovery within the home country has no effect on loyalty, outsourcing to an offshore location does. In addition, the effect of offshoring of loyalty is greater for consumers who hold ethnocentric tendencies. Practical implications This research suggests the need to consider the delivery channel of service recovery to recover a service failure and retain customer loyalty. The results show that outsourcing within a local country may be effective, but the risks associated with offshoring are much greater. Originality/value Despite previous attempts to understand outsourcing and offshoring in a range of service scenarios, their role in service recovery is not well understood. Similarly, the impact that ethnocentrism might have on this process is overlooked. This paper therefore responds to calls within business theory, practice and consults for further study in this under-researched area.

Relationality in the service logic of value creation

2015 ◽  
Vol 29 (6/7) ◽  
pp. 463-471 ◽  
Author(s):  
Mary FitzPatrick ◽  
Richard J. Varey ◽  
Christian Grönroos ◽  
Janet Davey
Keyword(s):  
Value Creation ◽  
Design Methodology ◽  
Service Providers ◽  
Direct Interaction ◽  
Content Type ◽  
The Social ◽  
Service Logic ◽  
Relational Concepts ◽  
Practical Analysis ◽  
Philosophical Understanding

Purpose – The purpose of this paper is to present a framework – the Relationality Framework – for elaborating relational behaviour, in response to calls to address the ontological weaknesses identified in the extant value and value creation literature. Design/methodology/approach – The social philosophical understanding of interaction as an organic mode of social organisation, upon which the Relationality Framework is based, supersedes the economistic (mechanistic) understanding of interaction as a means of connecting otherwise independent actors. In foregrounding the relationality of interaction, the authors are inspired by Grönroos and Voima’s (2013) conceptualisation of spheres of value generation to conceptualise the intersubjective dynamics and domains invoked in direct interaction. Findings – The Relationality Framework identifies distinct relational concepts that build on service logic’s specificity and conceptualisation at the level of direct interactions between service providers and customers. In particular, this paper develops the concept of “relationality” using the three domains in any interaction of I, Other and We. Originality/value – The Relationality Framework provides sound conceptual support for extending the theoretical and practical analysis of the value creation processes of the customer and of the firm and for the purposeful management of relationships to enhance value creation by both.

Agent-based mechanism design – investigating bounded rationality concepts in a budgeting context

2017 ◽  
Vol 23 (1/2) ◽  
pp. 13-27 ◽  
Author(s):  
Iris Lorscheid ◽  
Matthias Meyer
Keyword(s):  
Mechanism Design ◽  
Bounded Rationality ◽  
Human Behavior ◽  
Design Methodology ◽  
Content Type ◽  
Agent Based ◽  
Decision Context ◽  
Agent Learning ◽  
Groves Mechanism ◽  
Research Questions

Purpose This study aims to demonstrate how agent-based simulation (ABS) may provide a computational testbed for mechanism design using concepts of bounded rationality (BR). ABS can be used to systematically derive and formalize different models of BR. This allows us to identify the cognitive preconditions for behavior intended by the mechanism and thereby to derive implications for the design of mechanisms. Design/methodology/approach Based on an analysis of the requirements of the decision context, the authors describe a systematic way of incorporating different BR concepts into an agent learning model. The approach is illustrated by analyzing an incentive scheme suggested for truthful reporting in budgeting contexts, which is an adapted Groves mechanism scheme. Findings The study describes systematic ways in which to derive BR agents for research questions where behavioral aspects might matter. The authors show that BR concepts may lead to other outcomes than the intended truth-inducing effect. A modification of the mechanism to more distinguishable levels of payments improves the results in terms of the intended effect. Research limitations/implications The presented BR concepts as simulated by agent models cannot model human behavior in its full complexity. The simplification of complex human behavior is a useful analytical construct for the controlled analysis of a few aspects and an understanding of the potential consequences of those aspects of human behavior for mechanism design. Originality/value The paper specifies the idea of a computational testbed for mechanism design based on BR concepts. Beyond this, a systematic and stepwise approach is shown to formalize bounded rational behavior by agents based on a requirements analysis, including benchmark models for the comparison and evaluation of BR concepts.

Modelling blockchain-based business processes: a comparative analysis of BPMN vs CMMN

2021 ◽  
Vol 27 (2) ◽  
pp. 638-657
Author(s):  
Fredrik Milani ◽  
Luciano Garcia-Banuelos ◽  
Svitlana Filipova ◽  
Mariia Markovska
Keyword(s):  
Design Methodology ◽  
Business Processes ◽  
Process Analysis ◽  
Process Models ◽  
Disruptive Technology ◽  
Content Type ◽  
Advantages And Disadvantages ◽  
Blockchain Technology ◽  
Block Chain ◽  
Insight Into

PurposeBlockchain technology is increasingly positioned as a promising and disruptive technology. Such a promise has attracted companies to explore how blockchain technology can be used to gain significant benefits. Process models play a cardinal role when seeking to improve business processes as they are the foundation of process analysis and redesign. This paper examines how blockchain-oriented processes can be conceptually modelled with activity- (BPMN) and artifact-centric (CMMN) modelling paradigms.Design/methodology/approachThis paper discusses how commonly occurring patterns, specific to block-chain-based applications, can be modelled with BPMN and CMMN. Furthermore, the advantages and disadvantages of both notations for accurately representing blockchain-specific patterns are discussed.FindingsThe main finding of this paper is that neither BPMN nor CMMN can adequately and accurately represent certain patterns specific for blockchain-oriented processes. BPMN, while supporting most of the patterns, does not provide sufficient support to represent tokenization. CMMN, on the other hand, does not provide support to distinguish between activities executed and data stored on-chain versus off-chain.Originality/valueThe paper provides insight into the strengths and weaknesses of BPMN and CMMN for modelling processes to be supported by blockchain. This will serve to aid analysts to produce better process models for communication purposes and, thereby, facilitate development of blockchain-based solutions.

International evidence of changing assurance practices for carbon emissions disclosures

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Rina Datt ◽  
Pranil Prasad ◽  
Connie Vitale ◽  
Krishan Prasad
Keyword(s):  
South Africa ◽  
North America ◽  
Carbon Emissions ◽  
Design Methodology ◽  
Service Providers ◽  
Content Type ◽  
International Evidence ◽  
The Uk ◽  
Intensive Growth ◽  
Do So

Purpose The market for the assurance of carbon emissions disclosures is showing intensive growth. However, due to the largely voluntary nature of carbon reporting and assurance, there are currently no clear standards or guidelines and little is known about it. The purpose of this paper is to examine the reporting and assurance practices for carbon emissions disclosures. Design/methodology/approach This study provides evidence on this market, with a sample that includes 13,419 firm-year observations across 58 countries between 2010 and 2017 from the Carbon Disclosure Project (CDP) database. Findings The results show that the demand for carbon emissions reporting comes mainly from North America, the UK and Japan. Recently, markets such as South Africa have also shown increased demand for carbon reporting. The data also shows that more firms are seeking assurance for their carbon emissions reports. Legitimacy, stakeholder and institutional theories are used to explain the findings of this study. Research limitations/implications The results have important implications for firms that produce carbon emissions disclosures, assurance service providers, legislators, regulators and the users of the reports and there should be more specific disclosure guidelines for level and scope of reporting. Originality/value Amongst the firms that do provide assurance on their carbon emissions reports, a majority do so using specialist assurance providers, with only limited assurance being provided. The results further show that a myriad of assurance frameworks is being used to assure the carbon emissions disclosures.

Perspectives on disruptive technology and innovation

2020 ◽  
Vol 31 (3) ◽  
pp. 313-331
Author(s):  
Wan Liu ◽  
Ren-huai Liu ◽  
Hui Chen ◽  
Jet Mboga
Keyword(s):  
Qualitative Analysis ◽  
High Speed ◽  
Technology Innovation ◽  
Disruptive Innovation ◽  
Theory And Practice ◽  
Disruptive Technology ◽  
Content Type ◽  
Chinese Context ◽  
Technology And Innovation ◽  
Disruptive Technologies

Purpose Disruptive technology and innovation represent complex conflicts in nature. This paper aims to present an analytical review of the heterogeneity and conflicts that exist in the disruptive technology/innovation between the eastern and western countries using Chinese high-speed railways to illustrate disruptive innovation. Design/methodology/approach The emerging economy brings about other theoretical and practical conflicts. Qualitative analysis is conducted on Chinese high-speed railways to assess the validity of innovation characteristics using Professor Clayton M. Christensen’s theories of disruptive technology/innovation and conflict. The authors explore the conflicts that can accompany the introduction of disruptive technologies in the current platform and how appropriately this specific context can lessen these conflicts. Findings The study revealed that Christensen’s theories could be applied 100per cent to the Chinese context if the western disruptive innovation theory can meet the practical requirements of Chinese disruptive technology/innovation. Qualitative analysis showed that Chinese high-speed railways had experienced greater success with disruptive innovation mechanism. The authors conclude that while the Chinese market is critical in shaping the kind of innovations that are emerging there, many disruptive technologies/innovations in China have their roots in the low-end market and new market. Implications for theory and practice are discussed. Originality/value There exists a research gap in the literature on the Chinese context. Conflict of disruptive technology and innovation within China and the characteristics of the Chinese high-speed railway prompt further research for scholars and practitioners.

AppAware: a policy visualization model for mobile applications

2020 ◽  
Vol 28 (1) ◽  
pp. 116-132
Author(s):  
Ioannis Paspatis ◽  
Aggeliki Tsohou ◽  
Spyros Kokolakis
Keyword(s):  
Mobile Device ◽  
Mobile Applications ◽  
Design Methodology ◽  
Service Providers ◽  
Smart Device ◽  
Online Service ◽  
Privacy Policies ◽  
Content Type ◽  
Online Service Providers ◽  
Common User

Purpose Privacy policies emerge as the main mechanism to inform users on the way their information is managed by online service providers, and still remain the dominant approach for this purpose. The literature notes that users find difficulties in understanding privacy policies because they are usually written in technical or legal language even, although most users are unfamiliar with them. These difficulties have led most users to skip reading privacy policies and blindly accept them. This study aims to address this challenge this paper presents AppAware, a multiplatform tool that intends to improve the visualization of privacy policies for mobile applications. Design/methodology/approach AppAware formulates a visualized report with the permission set of an application, which is easily understandable by a common user. AppAware aims to bridge the difficulty to read privacy policies and android’s obscure permission set with a new privacy policy visualization model. Thus, we propose AppAware parser, a mobile add-on that acts complementary with AppAware and helps mobile device users to monitor the applications they installed to their smart device. Findings To validate AppAware, the authors conducted a survey through questionnaire aiming to evaluate AppAware in terms of installability, usability and viability-purpose. The results demonstrate that AppAware is assessed above average by the users in all categories. Originality/value In the best of the authors’ knowledge, there is no such approach as AppAware as an application nor AppAware parser as add-on.

A tabulation of information technology and consumer behavior in hospitality revenue management research

2020 ◽  
Vol 11 (3) ◽  
pp. 575-587
Author(s):  
Tevfik Demirciftci ◽  
ChihChien Chen ◽  
Mehmet Erdem
Keyword(s):  
Information Technology ◽  
Consumer Behavior ◽  
Revenue Management ◽  
Design Methodology ◽  
Service Providers ◽  
Business Environment ◽  
Content Type ◽  
The Past ◽  
Consumer Perspective ◽  
Practical Implications

Purpose The purpose of this paper is to present an overview of revenue management (RM) studies that focus on information technology (IT) and consumer behavior published between 2008 and 2018. Design/methodology/approach In total, 112 articles published in 17 journals were identified and analyzed. Findings This study shows the importance of IT and RM and focuses on the consumer perspective. It also emphasizes that technology is not the enemy of humans: it complements and adds value to their existing jobs. Research limitations/implications Book chapters and conference proceedings related to IT and RM were not included in this study. Besides, only journal papers published in English were included in the study. The categorizing of subjects can be seen as subjective. Practical implications This study helps researchers discover articles from 2008 to 2018 and helps hospitality executives interested in RM technologies from the demand side to use these findings in their business environment. Originality/value Based on the interaction between service providers (hotels) and users (consumers) on IT and RM platforms, the paper identified eight key components that have been relevant over the past decade.

On the verge of disruption: rethinking position and role – the case of additive manufacturing

2019 ◽  
Vol 34 (5) ◽  
pp. 1093-1105 ◽  
Author(s):  
Christina Öberg ◽  
Tawfiq Shams
Keyword(s):  
Supply Chain ◽  
Additive Manufacturing ◽  
3D Printing ◽  
Design Methodology ◽  
Secondary Data ◽  
Point Of View ◽  
Disruptive Technology ◽  
Content Type ◽  
Business Cases ◽  
Metal 3D Printing

Purpose With the overarching idea of disruptive technology and its effects on business, this paper focuses on how companies strategically consider meeting the challenge of a disruptive technology such as additive manufacturing. The purpose of this paper is to describe and discuss changes in positions and roles related to the implementation of a disruptive technology. Design/methodology/approach Additive manufacturing could be expected to have different consequences for parties based on their current supply chain positions. The paper therefore investigates companies’ strategies related to various supply chain positions and does so by departing from a position and role point of view. Three business cases related to metal 3D printing - illustrating sub-suppliers, manufacturers and logistics firms - describe as many strategies. Data for the cases were collected through meetings, interviews, seminars and secondary data focusing on both current business activities related to additive manufacturing and scenarios for the future. Findings The companies attempted to defend their current positions, leading to new roles for them. This disconnects the change of roles from that of positions. The changed roles indicate that all parties, regardless of supply chain positions, would move into competing producing roles, thereby indicating how a disruptive technology may disrupt network structures based on companies’ attempts to defend their positions. Originality/value The paper contributes to previous research by reporting a disconnect between positions and roles among firms when disruption takes place. The paper further denotes how the investigated firms largely disregarded network consequences at the disruptive stage, caused by the introduction of additive manufacturing. The paper also contributes to research on additive manufacturing by including a business dimension and linking this to positions and roles.

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