Diagnosing Service Success and Failure Incidents in the Consumer-to-Business Sharing Economy

This study uses the critical incident technique to collect and analyze incidents of service failure and success involving a logistics sharing service in which the service providers are individuals. The authors also explore the key factors that affect customer satisfaction, along with the official and ideal recovery strategies. Data is based on interviews with 35 business users in Taiwan in 2017. A card sorting exercise is employed to classify the collected incidents and strategies into categories. The results show that the determinants of success and failure in logistics sharing services include drivers, platform operation, the matching system, and communication. Compensation is the most effective recovery strategy, whereas doing nothing is the least effective. Suggestions based on our results can help managers of the sharing economy to avoid or recover from failures and attain success.

Diagnosing Service Success and Failure Incidents in the Consumer-to-Business Sharing Economy

This study uses the critical incident technique to collect and analyze incidents of service failure and success involving a logistics sharing service in which the service providers are individuals. The authors also explore the key factors that affect customer satisfaction, along with the official and ideal recovery strategies. Data is based on interviews with 35 business users in Taiwan in 2017. A card sorting exercise is employed to classify the collected incidents and strategies into categories. The results show that the determinants of success and failure in logistics sharing services include drivers, platform operation, the matching system, and communication. Compensation is the most effective recovery strategy, whereas doing nothing is the least effective. Suggestions based on our results can help managers of the sharing economy to avoid or recover from failures and attain success.

The Data Life Aquatic

This paper assesses data consumers’ perspectives on the interoperable and re-usable aspects of the FAIR Data Principles. Taking a domain-specific informatics approach, ten oceanographers were asked to think of a recent search for data and describe their process of discovery, evaluation, and use. The interview schedule, derived from the FAIR Data Principles, included questions about the interoperability and re-usability of data. Through this critical incident technique, findings on data interoperability and re-usability give data curators valuable insights into how real-world users access, evaluate, and use data. Results from this study show that oceanographers utilize tools that make re-use simple, with interoperability seamless within the systems used. The processes employed by oceanographers present a good baseline for other domains adopting the FAIR Data Principles.

Conditions of Network Engagement

There is growing research interest in innovation network dynamics. Based on an explorative case study of a regional innovation network for the tourism industry, this chapter contributes to a better understanding of network engagement as a dynamic and social construct. By following the microfoundational trend, the chapter anchors the concept of engagement at a lower level in order to increase the depth of understanding of the conditions of network engagement. As there are many different notions of engagement, the chapters start by providing an overview of the different notions of engagement in innovation and network literature. Then, inspired by the critical incident technique, a narrative presents the findings, showing the dynamic and social aspect of network engagement, followed by a discussion of the conditions of network engagement and theoretical contributions.

University Students Who Overcame Learned Helplessness: What Helped or Hindered?

Learned helplessness in an academic environment often affects educational performance and mental health in adverse ways (Ciarrochi et al., 2007; Hu et al., 2015). Using a modified version of the Enhanced Critical Incident Technique, this study aimed to develop a better understanding of what helps or hinders university students in overcoming learned helplessness. Analysis generated 14 categories of helping incidents and seven categories of hindering incidents, most of which were consistent with previous research. This study identified the category Being in the Spotlight, which had not been noted at all in past research. Examination of the results contributes information about reported interactions between hindering incidents and the importance of autonomy in overcoming learned helplessness, topics neglected or understudied in past research on learned helplessness in university students. Overall, the results of this study provide additional direction for counsellors working with university students who experience learned helplessness and highlight the need for further research to understand in more detail the helping and hindering factors outlined in this study.

Students’ perception of effective learning experiences at an Iranian dental school: A qualitative study using the critical incident technique

Background: Dental students need to learn effectively to promote their professional services as a part of their daily activities. This study is conducted to determine dentistry students’ experiences of factors that influence their learning. Methods: This qualitative study was conducted using the critical incident technique and content analysis approach to examine dental students’ experiences with factors that influence an effective learning process. Data were collected by individual in-depth semi-structured interviews with dental students at the Kurdistan University of Medical Sciences. Results: In all, 104 primary codes were obtained from the interviews and group discussions, classified into two major themes. The factors facilitating effective learning encompassed three categories: teacher-related perceived experiences (8 subcategories), learning-related perceived experiences (5 subcategories), and compelling student-related perceived experiences (3 subcategories). Two factors inhibited learning: practical teacher-related perceived experiences (3 subcategories) and learning-related perceived experiences (3 subcategories). Conclusion: The results showed that several instructor characteristics, such as being experienced in teaching methods, having the required clinical skills, and "interacting with students and patients" lead to effective learning. Several other factors involved in the learning process, such as student characteristics, a comprehensive curriculum fitting the theoretical and clinical needs of this field, interacting with peers, and keeping calm and being focused are the some of the most critical factors involved in effective learning.

Erfolgreicher Wissensaustausch in virtuellen Teams – Wie wichtig ist soziale Präsenz?

ZusammenfassungErfolgreicher Wissensaustausch ist ein zentraler Prozess für den Erfolg virtueller Teams. Damit gehen spezifische Herausforderungen einher. Die verwendete Informations- und Kommunikationstechnologien, die räumliche Trennung und der mangelnde persönliche Kontakt der Teammitglieder erschweren den Austausch von Wissen.Die Forschung zu Einflussfaktoren auf Wissensaustausch in virtuellen Umgebungen fokussiert zumeist rein technische oder soziale Faktoren. Dagegen kaum beachtet ist die Rolle der sozialen Präsenz als interdisziplinäres Konstrukt. Soziale Präsenz meint das subjektive Erleben eines Zusammengehörigkeitsgefühls trotz physischer Distanz, das in der Interaktion zwischen den Nutzern und der vorhandenen Technologie entsteht.Die vorliegende Studie untersuchte, inwieweit das Erleben sozialer Präsenz den Erfolg virtuellen Wissensaustausches beeinflusst. Basierend auf der Critical Incident Technique wurden 26 Interviews mit Mitgliedern virtueller Teams geführt. Die Teilnehmenden schilderten Situationen, in denen der virtuelle Wissensaustausch erfolgreich oder nicht erfolgreich war.Die Auswertung zeigt, dass soziale Präsenz häufiger in erfolgreichen Situationen auftrat. Das weist darauf hin, dass deren Erleben wichtig für erfolgreichen Wissensaustausch ist.Praktische Relevanz: Soziale Präsenz kann durch Medienreichhaltigkeit, Unterstützung sozialer Prozesse und Beziehungen in virtuellen Teams positiv beeinflusst werden. Aus den Ergebnissen lassen sich somit Implikationen für die Gestaltung, Moderation und Führung virtueller Zusammenarbeit ableiten.