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.

Primary Professionalization of Foreign Students: Barriers, Stigmatization, Adaptation

Introduction. In the context of the export of educational services, it is of particular importance to design an efficient system of foreign students’ psychological adaptation. Owing to the ethnocultural background, foreign students feel that they are stigmatized minorities in the host society. Negative images and stereotypes are often internalized, resulting in stable low self-esteem in the stigmatized. Since self-esteem acts as a key parameter of the professional self-concept, social stigma and the experience of social identity threat activate the stigmatization of primary professionalization, thereby drastically reducing the efficiency of the received vocational education at the university. The purpose of the study is: to outline the phenomenon of primary professionalization, to reveal the nature of the relationship between the social stigma of foreign students and their self-esteem, and to describe the levels of primary professionalization. Materials and Methods. The study involved 124 foreign students. Participants were asked to answer questions of the Short Form of the Stigmatization Scale and Rosenbergʼs Self-Esteem Scale in order to track the relationship between social stigma and self-esteem. Further, in order to identify the basic barriers to primary professionalization and the participants’ perception of their stigmatized status, the respondents answered the questions of a semi-structured interview supported with the critical incident technique in a focus group format. Results. There is a correlation between the degree of obviousness of social stigma and self-esteem of foreign students. The categorization of the data obtained allowed the authors to substantiate the phenomenon of stigma of primary professionalization, to systematize the determining factors, and to describe its levels. Discussion and Conclusion. Despite the fact that social stigma has attracted active attention of world science for decades, we have not been able to find focused studies into primary professionalization in the format of education export. Studying the factors that lead to the development of stigma of primary professionalization, understanding its levels will help to design a system for its prevention, optimize the system of adaptation of foreign students to the realities of the educational system of the host university.