Service Failure and Recovery Strategy in Computer-Mediated Marketing Environments (CMMEs)

2019 ◽  
pp. 173-192
Author(s):  
Samuel Ayertey ◽  
Kerry Howell
Keyword(s):  
Information And Communication Technologies ◽  
Service Failure ◽  
Rapid Development ◽  
Response Speed ◽  
Recovery Phase ◽  
Service Firms ◽  
Recovery Strategy ◽  
Modern Computer ◽  
Computer Mediated ◽  
Online Recovery

The success of an online recovery strategy is largely attributed to the provider's response speed. Essentially, engagement in conversation with the customer immediately after he/she complains shortens the pre-recovery phase. Service firms expect complaints from consumers when a service failure occurs. Advances in modern information and communication technologies (ICT) infrastructures have changed the way in which customer-firm interactions take place and the nature of the conduct of services. Computer and internet technologies mean that services can be provided over long distances without the requirement for the physical presence of customers and employees. With the continued rapid development in the field of modern computer-mediated marketing environments (CMME) more and more services will be delivered in technology-mediated environments (TMEs). This chapter provides some insights on failure recovery strategies as competitive tools in computer-mediated marketing environments.

scholarly journals Improvement of informational technologies in ecology

2020 ◽  
Vol 159 ◽  
pp. 01008
Author(s):  
Elmira Baimukhanbetova ◽  
Darkhan Onaltayev ◽  
Gulzhan Daumova ◽  
Bakytzhan Amralinova ◽  
Azamat Amangeldiyev
Keyword(s):  
Information And Communication Technologies ◽  
Rapid Development ◽  
Modern Society ◽  
Communication Technologies ◽  
Data Preparation ◽  
Modern Computer ◽  
Computer Technologies ◽  
Global Spread ◽  
Information And Communication ◽  
And Control

A powerful force in the development of modern society is the intensive global spread of information and communication technologies that help to collect, store, analyze and distribute information.Today, there is a clear need for a broadapplications of computer technologies in various fields human activities, and in particular in the protection of the environment. The most important areas are geographic information systems and associated modeling of natural resources, technological processes, as well as data preparation, processing and analyze systems. Currently, the rapid development of computer technology, the introduction of modern computer technologies opens up wide opportunities to achieve a qualitative leap in the level of efficiency of information and control systems in aerospace engineering, manufacturing, transport, economy, ecology, medicine and other areas based on the use of artificial intelligence principles, methods of self-organization and adaptation to changing conditions and goals of functioning, characteristics of the system and the external environment, uncontrolled environment.

The CURE scale: a multidimensional measure of service recovery strategy

2014 ◽  
Vol 28 (4) ◽  
pp. 300-310 ◽  
Author(s):  
Rania Mostafa ◽  
Cristiana R. Lages ◽  
Maria Sääksjärvi
Keyword(s):  
Service Failure ◽  
Service Recovery ◽  
Telecommunications Industry ◽  
Comprehensive Assessment ◽  
Response Effort ◽  
Recovery Strategy ◽  
Content Type ◽  
Path Modelling ◽  
Individual Strategies ◽  
Formative Index

Purpose – This paper aims to address the gaps in service recovery strategy assessment. An effective service recovery strategy that prevents customer defection after a service failure is a powerful managerial instrument. The literature to date does not present a comprehensive assessment of service recovery strategy. It also lacks a clear picture of the service recovery actions at managers’ disposal in case of failure and the effectiveness of individual strategies on customer outcomes. Design/methodology/approach – Based on service recovery theory, this paper proposes a formative index of service recovery strategy and empirically validates this measure using partial least-squares path modelling with survey data from 437 complainants in the telecommunications industry in Egypt. Findings – The CURE scale (CUstomer REcovery scale) presents evidence of reliability as well as convergent, discriminant and nomological validity. Findings also reveal that problem-solving, speed of response, effort, facilitation and apology are the actions that have an impact on the customer’s satisfaction with service recovery. Practical implications – This new formative index is of potential value in investigating links between strategy and customer evaluations of service by helping managers identify which actions contribute most to changes in the overall service recovery strategy as well as satisfaction with service recovery. Ultimately, the CURE scale facilitates the long-term planning of effective complaint management. Originality/value – This is the first study in the service marketing literature to propose a comprehensive assessment of service recovery strategy and clearly identify the service recovery actions that contribute most to changes in the overall service recovery strategy.

scholarly journals Information Interference as a Phenomenon of the Contemporary International Policy Subjects Activity

2020 ◽  
pp. 148-160
Author(s):  
Sergey Volodenkov
Keyword(s):  
Information Security ◽  
Information And Communication Technologies ◽  
Rapid Development ◽  
Political Stability ◽  
Collective Responsibility ◽  
External Information ◽  
The Internet ◽  
Information Warfare ◽  
Interference Phenomenon ◽  
Political Processes

Introduction. The author aims to analyze the phenomenon of information interference with national political processes in the conditions of the contemporary information society and the evolution of the Internet as a space of political communications. The article shows that the digital information intervention is relevant and at the same time, a complex multidimensional phenomenon of contemporary politics. In many respects, the potential of the digital interference phenomenon is closely related to the essential features of functioning and the transformation of the contemporary Internet, which has been actively used when changing political regimes in many countries. The problem of information security and sovereignty of the present state on the Internet is becoming one of the most urgent in the conditions of the rapid development of information and communication technologies. Methods and materials. The issues identified in the article are investigated using the methods of comparative, structural-functional and normative analysis, included observation, as well as the case-study method. The method of scientific forecasting and scripting techniques has allowed to form a scenario for the effective settlement of international conflicts in the field of information security. The empirical base of the study is reports of foreign experts, official materials of state authorities of the Russian Federation and foreign countries, reports of Freedom House international organization, official speeches and statements by the heads of state on the issues outlined in the work. Analysis. Countering external information expansion is becoming one of the most critical tasks of effective political governance at the state level to preserve the sovereignty of the national political communication space, including domestic segments of the Internet. The initiatives of states to form the sovereign national segments of the Internet space are, on the one hand, an attempt to protect their political systems from external influence and invasion, to ensure their own political stability, and on the other hand, they create risks for the democratic potential of the Internet. The article substantiates the thesis that the phenomenon of interference in elections in actual practice often becomes not so much an objective process as an instrument of information warfare, mass political propaganda and discrediting political opponents, a manipulative tool that can be actively used not only by authoritarian regimes with a low level of democratic development. Results. The study shows that differences in understanding and defining the essence of the Internet by various countries give rise to a significant potential for political conflicts on a global scale. This circumstance leads the author to the conclusion that it is necessary to form international institutions capable of preventing and regulating information conflicts in the Internet space, as well as reducing global political risks (including risks associated with potential interference in the electoral process of sovereign states). The implementation of this scenario will allow forming a collective responsibility in the functioning of the global Internet.

scholarly journals Integrated computerization of education in the context of the intellectual growth

2021 ◽  
Vol 7 (3A) ◽  
pp. 504-511
Author(s):  
Volodymyr Bekh ◽  
Valerii Akopian ◽  
Sergiy Yashanov ◽  
Ilya Devterov ◽  
Bogdan Kalinichenko
Keyword(s):  
Information And Communication Technologies ◽  
Information Society ◽  
General Trend ◽  
Rapid Development ◽  
Communication Technologies ◽  
Digital Information ◽  
Initial Information ◽  
Information And Communication ◽  
The Individual ◽  
World Development

The rapid development in the world of information and communication technologies makes it possible to say that now they are one of the most common ways of teaching. These technologies influence the formation of methods and methods of pedagogical activity, open up new opportunities for communication and obtaining information. Informatization and computerization of education acts as a component of the general trend of global processes of world development, as an initial information and communication basis for the harmonious development of the individual and social systemic information. Preparing a student for an active and fruitful life in a modern digital information society is one of the main tasks of the modern stage of modernization of the education system.

scholarly journals Perception and Readiness Towards Integration of Learning Management System (LMS) Into Open and Distance Education

2021 ◽  
Author(s):  
Tolulope Fashina ◽  
Oluwajoba Adisa
Keyword(s):  
Information And Communication Technologies ◽  
Undergraduate Students ◽  
Management System ◽  
Teaching And Learning ◽  
Learning Management System ◽  
Rapid Development ◽  
Classroom Interaction ◽  
Information And Communication ◽  
Learning Management ◽  
Integration Of Learning

The rapid development of information and communication technologies has led to the use of new and digital technologies in education which involves combinations of text, graphics, audio, video, animations and other eLearning resources such as authoring tools, Learning Management System (LMS), Mobile learning and others. Arguably, using LMS leaves much to be desired. The inherent problem here is that the future of extensive adoption of ICT via LMS to enhance and promote classroom interaction in Open and Distance Learning (ODL) is bleak. This is worrisome given that the country is lagging far behind in the innovative use of this web 2.0 technology to impart knowledge. Further, the low-level application of LMS in instruction connotes the loss of inherent advantages in its adoption. Also, the online setting which makes students less nervous and interactive, sharing of ideas and viewpoints; and a host of other benefit will be lost. While evidence has shown that LMS is not a new phenomenon, the use of LMS in ODL is still at its infancy, particularly in Nigeria. Research in this area is rare. A quick search on prominent research databases could testify that. It is on this thrust that this study investigates University of Ibadan undergraduate students’ perceived roles and readiness towards integration of learning management system into teaching and learning.

scholarly journals A New Era of Epidemiology: Digital Epidemiology for Investigating the COVID-19 Outbreak in China

10.2196/21685 ◽  
2020 ◽  
Vol 22 (9) ◽  
pp. e21685
Author(s):  
Zonglin He ◽  
Casper J P Zhang ◽  
Jian Huang ◽  
Jingyan Zhai ◽  
Shuang Zhou ◽  
...  
Keyword(s):  
Public Health ◽  
Information And Communication Technologies ◽  
Ethical Issues ◽  
Rapid Development ◽  
Disease Outbreaks ◽  
Face Mask ◽  
Digital Data ◽  
Disease Spread ◽  
Health Measures ◽  
Digital Epidemiology

A novel pneumonia-like coronavirus disease (COVID-19) caused by a novel coronavirus named SARS-CoV-2 has swept across China and the world. Public health measures that were effective in previous infection outbreaks (eg, wearing a face mask, quarantining) were implemented in this outbreak. Available multidimensional social network data that take advantage of the recent rapid development of information and communication technologies allow for an exploration of disease spread and control via a modernized epidemiological approach. By using spatiotemporal data and real-time information, we can provide more accurate estimates of disease spread patterns related to human activities and enable more efficient responses to the outbreak. Two real cases during the COVID-19 outbreak demonstrated the application of emerging technologies and digital data in monitoring human movements related to disease spread. Although the ethical issues related to using digital epidemiology are still under debate, the cases reported in this article may enable the identification of more effective public health measures, as well as future applications of such digitally directed epidemiological approaches in controlling infectious disease outbreaks, which offer an alternative and modern outlook on addressing the long-standing challenges in population health.

scholarly journals INTELLECTUAL CAPITAL DEVELOPMENT WITHIN THE CONDITIONS OF THE INFORMATION SOCIETY

2018 ◽  
Vol 4 (4) ◽  
pp. 14-23
Author(s):  
Oleksandr Bakumov ◽  
Vladyslav Neviadovskyi ◽  
Olha Shaituro
Keyword(s):  
Information And Communication Technologies ◽  
Intellectual Capital ◽  
Information Society ◽  
Rapid Development ◽  
Knowledge Society ◽  
Cultural Development ◽  
The State ◽  
Intellectual Activity ◽  
Capital Development ◽  
Intellectual Potential

In the era of rapid development of the information society, there is a problem of accumulation and rational use of intellectual capital, as well as the need to ensure its development. Now it is impossible to carry out the effective activity of enterprises without technologies, know-how, inventions, knowledge and experience of workers. Since world globalization and rapid transformation of the domestic economy led to some kind of economic and financial instability, which leads to an increase in interest in the research and use of information, it becomes necessary to study the possibilities of providing intellectual capital development in entrepreneurship and in the country. It should also be noted that sufficient funding for the development of intellectual potential leads to increased competitiveness of the country as a whole. Therefore, intellectual capital in a society with information as the main source holds key positions and is at the centre of a number of issues related to the development of entrepreneurship in the country, the development of the information society, the knowledge society, and the digital economy. Taking into account the cultural and value aspect and the explicit and implicit problems of multi-agent interaction in the information society, we believe that the approaches to the definition of the “information society” should not be antagonistic to each other, but symbiotic, and integrate the workings of each area of research of scientists, taking into account rapid development, globalization and informational synergistic effects that arise in recent years, it can be argued that the concept will be repeatedly transformed. It is investigated that, in the context of the information society, the concept of “intellectual capital” appears. We determine that intellectual capital is an aggregate of knowledge, experience, skills, creativity, abilities, relationships, accumulated in the process of intellectual activity, that have economic value and are used in the process of production and exchange for the purpose of obtaining income. The conducted research allows generalizing the conclusion that exactly the development of information and communication technologies has led to the emergence of an information society, which was an impetus for the development of e-economy, which precisely determined the emergence of e-commerce as its inherent part. It is proven that financing for the development of intellectual capital is required for many reasons; however, one of the keys is to raise the level of competitiveness not only of enterprises but of the state as a whole. Thus, the intellectual potential of citizens is aimed at the economic, technical, and cultural development of enterprises and their own state. Therefore, the support and development of the information society and its main good, namely, information and knowledge, should be actively implemented in enterprises for further development of entrepreneurship, the economy of the country and the state. That is why the research of models of financial provision of intellectual capital, which was carried out in the article (investment, crowdfunding, innovative), are defined as perspective directions of development of science and practice.

CONTENT AND LANGUAGE INTEGRATED LEARNING IN FOREIGN LANGUAGE TO STUDENTS OF NON-LINGUISTIC SPECIALTIES: ADVANTAGES AND PROBLEMS OF IMPLEMENTATION

2021 ◽  
pp. 44-51
Author(s):  
А.И. Дубских
Keyword(s):  
Foreign Language ◽  
Language Learning ◽  
Information And Communication Technologies ◽  
Professional Competence ◽  
Rapid Development ◽  
Foreign Language Learning ◽  
Integrated Learning ◽  
Skill Levels ◽  
The Impact ◽  
Experimental Group

Стремительное развитие информационно-коммуникационных технологий, расширение международных связей в области экономики, науки, культуры и образования сделало владение иностранным языком одним из ключевых компонентов профессиональной компетентности специалиста. Иностранный язык в вузе превращается из просто дисциплины в инструмент получения профессиональной информации. Предметно-языковое интегрированное обучение (Content and Language Integrated Learning - CLIL) представляет один из целесообразных способов, позволяющих успешно устанавливать связи между профилирующими дисциплинами, а также осуществлять эффективную подготовку будущего специалиста к ведению профессионального общения с коллегами на иностранном языке, что и определяет актуальность нашей работы. В статье описываются принципы предметно-языкового интегрированного обучения, его преимущества и проблемы использования в учебном процессе. Цель статьи - определить влияние CLIL на улучшение изучения учащимися лексики и выяснить, есть ли разница между прогрессом студентов, применявших CLIL на занятиях, и теми, кто опирался на традиционные методы. Для проведения исследования были отобраны студенты, которые прошли обучение в экспериментальной и контрольной группах. Студенты экспериментальной группы активно использовали методы CLIL. Результаты показали, что студенты экспериментальной группы демонстрируют более высокий уровень квалификации и более высокую коммуникативную компетентность, чем их сверстники. Однако в процессе использования методики CLIL и преподаватели, и учащиеся столкнулись с рядом трудностей. Тем не менее автор приходит к выводу, что у CLIL есть потенциал для лучшего понимания профессионального контента при изучении иностранного языка. Полученными выводами могут воспользоваться преподаватели, методисты, исследователи, разработчики образовательных программ. The rapid development of information and communication technologies, the expansion of international ties in the field of economy, science, culture and education have made foreign language knowledge one of the key components in a specialist’s professional competence. Foreign language in the university is transformed from simply discipline into a tool for obtaining professional information. Content and Language Integrated Learning (CLIL) is one of the most expedient ways to successfully establish links between majoring disciplines, as well as effectively prepare a future specialist to conduct professional communication with colleagues in a foreign language, which determines the relevance of our work. The article describes the principles of students’ Content and Language Integrated Learning, their advantages and problems of implementation. The purpose of the article is to determine the impact of CLIL on improving students’ study of vocabulary and to find out if there is a difference between the progress in students’ using CLIL in classes and those who have relied on traditional methods. The study selected students who were trained in experimental and control groups. Students in the experimental group actively used CLIL methods. The results showed that students in this experimental group demonstrate higher skill levels and higher communicative competence than their peers. However, in the process of using the CLIL methodology, both teachers and students faced a number of difficulties. The author concludes that CLIL has the potential to better understand professional content through foreign language learning. These results can be used by teachers, methodologists, researchers, and developers of educational programs.

Collaborative Knowledge Construction with Web Video Conferencing

2010 ◽  
pp. 85-98 ◽  
Author(s):  
Stylianos Hatzipanagos ◽  
Anthony Basiel ◽  
Annette Fillery-Travis
Keyword(s):  
Information And Communication Technologies ◽  
Knowledge Construction ◽  
Video Conferencing ◽  
Computer Mediated Communication ◽  
Mediated Communication ◽  
Economic Changes ◽  
Computer Mediated ◽  
Information And Communication ◽  
Collaborative Knowledge ◽  
Collaborative Knowledge Construction

This chapter explores how web-based video conferencing (WVC) can be used to create and support learning environments within a work based learning context. Computer mediated communication interactions through WVC can support collaborative knowledge construction by encouraging dialogical processes in communities of learners and practitioners. We position our field of exploration within the educational landscape defined by socio-economic changes, resulting from the development of the knowledge economy, and the explosive growth of information and communication technologies to serve it.

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