Towards an Integrated Omni-Channel Strategy Framework for Improved Customer Interaction

Online platforms and multiple accesses are two of the necessary conveniences that consumers nowadays look for. A multiple channel strategy allows customer interaction from various angles but does not provide a flawless, coherent user experience. This chapter identifies key factors that drive a successful omni-channel platform and proposes a successful omni-channel strategy framework. A survey consisting of 21 items was administered to gain customers' perspectives on channels provided by a particular company. Descriptive analysis was performed to study the underlying issues faced by customers when making complaints, service request, and enquiries via the multi-channel interaction provided. Findings show that eight technological and four customer engagement factors contribute to a comprehensive omni-channel strategy framework for a deeper understanding on the significance of a flawless user platform.

Burnout and Stressors as Influencers on Work Engagement Among Law Enforcement Agents in Selected Cities

Burnout is an underlying issue that has an adverse effect on the working enthusiasm of the employees. In this chapter, the researcher has attempted to assess the influence of stressors on burnout and work engagement in the context of the Indian law enforcement agents. The study evaluates the correlations between burnout factors—emotional exhaustion, cynicism, low professional efficacy—with vigor, dedication, and absorption. For the purpose of this study, items from MBI-GS for assessing burnout, scale for stressors, and employee engagement are adapted. The construct of the scale developed was established using confirmatory factor analysis. The study was carried out for 145 law enforcement agents in the selected cities of a North Indian state. T-test results applied on stressors between male and female groups show varying results. A significant negative effect of burnout factors on work engagement factors is observed through the empirical examination using SEM AMOS.

Predicting Students’ Achievement in a Hybrid Environment Through Self-Regulated Learning, Log Data, and Course Engagement: A Data Mining Approach

With the spread of the Covid-19 pandemic, many universities adopted a hybrid learning model as a substitute for a traditional one. Predicting students’ performance in hybrid environments is a complex task because it depends on extracting and analyzing different types of data: log data, self-reports, and face-to-face interactions. Students must develop Self-Regulated Learning (SRL) strategies to monitor their learning in hybrid contexts. This study aimed to predict the achievement of 82 undergraduates enrolled in a hybrid English for Business Communication course using data mining techniques. While clustering techniques were used to understand SRL patterns through classifying students with similar SRL data into clusters, classification algorithms were utilized to predict students' achievement by integrating the log files and course engagement factors. Clustering results showed that the group with high SRL achieved higher grades than the groups with medium SRL and low SRL. Classification results revealed that log data and engagement activities successfully predicted students’ academic performance with more than 88% accuracy. Therefore, this study contributes to the literature of SRL and hybrid classrooms by interpreting the predictive power of log data, self-reports, and face-to-face engagement to predict students’ achievement, a relatively unexplored area. This study recommended practical implications to promote students’ SRL and achievement in hybrid environments.

User Engagement and User Design on Online Shopping Apps

Most people nowadays use mobile phones, and they do a lot of things with this device, including online shopping through an app since it saves a lot of time, and they can choose a broad range of products even with just a small screen. User engagement is one of the factors that affect the design of an app. Referring to the quality of the user that emphasizes the interaction between the user and the app. Numerous studies internationally have studied user engagement and app design but not specifically with the user engagement towards shopping apps design. We conducted this study to assess the effectiveness of user engagement towards online shopping apps design. Also, the purpose of this study is to identify user engagement factors that will produce a successful good shopping app design. The results show a high level of user engagement and online shopping apps design. It has also been found that among the indicators of user engagement, attention and satisfaction are the two predictors of the design of online shopping apps

Environmental Preferences and Fish Handling Practice among European Freshwater Anglers with Different Fishing Specialization Profiles

Recreational specialization is characteristic of many activities, including recreational fishing, which is a popular and important form of recreation throughout the world. The pressure on the environmental resources used by anglers is increasing. It is becoming crucial to understand the preferences and behaviors of anglers, which can accumulate and multiply the risk of damage to fish stocks and aquatic habitats. The main objective of the study was to comprehensively analyze the differences between anglers with diverse specialization profiles. By investigating the fishing preferences within the context of the socioeconomic, demographic and engagement factors, three groups of anglers were identified: anglers who specialize in predatory fish, anglers who specialize in non-predatory fish and unspecialized anglers. Specialized anglers, regardless of type, were found to be more supportive of releasing caught fish (71% on average) and were less likely to keep them (16%) than unspecialized anglers (55% and 27%, respectively). Unspecialized anglers (26.5% of the surveyed population) show less commitment to ethical values. The potential negative environmental impact of the least specialized anglers is an accumulation of the preferences for the use of ground bait, artificial lures, and live fish as bait. Anglers specializing in predatory fish are the most critical in their evaluation of fish resources and water quality and are least attached to specific fisheries. This work provides insight into angler experience and it may help to better identify anglers who are disrespectful towards the fishing laws in place. The results of this work may be incorporated into fishery management strategies, including strategies to reduce naïve anglers and deter disrespectful anglers, which are lucrative in the fishing process.

Predictors of Viewing YouTube Videos on Incheon Chinatown Tourism in South Korea: Engagement and Network Structure Factors

YouTube has become an increasingly popular source of tourism information. The purpose of this study is to explore the network structures of YouTube videos about Incheon’s Chinatown in South Korea and investigate the potential factors that can predict the viewing of these videos. The analysis of 104 videos about Incheon Chinatown revealed that the engagement factors assessed by the number of comments and likes, and the running time of content, were significant predictors of viewing. However, network structure factors did not predict viewing. These findings make valuable contributions to sustainable tourism research and provide practical guidance for tourism management.

Understanding the Regional Engagement of Universities from a Stakeholders’ Perspective: The Case of the University of Thessaly, Greece

International literature pays vast attention to the role and the regional engagement of universities as a facilitator of sustainable regional development. Most papers use top-down approaches by looking at how well conceptual models of a university’s role fit any case study considered or by measuring predefined dimensions of university engagement. The present paper prioritizes the stakeholder views and provides a framework for revealing the critical dimensions of the university’s regional engagement from a bottom-up perspective. The region of Thessaly is selected as a case study, and the university’s engagement is conceptualized by a four-dimensional framework that considers the university’s contributions, student roles, beneficiaries, and barriers. Then, through a survey, relevant items are provided to stakeholders to formulate any potential engagement factors. The factors are extracted using the principal component analysis, and then the consensus of different stakeholders on their response patterns is then also evaluated with relevant statistical tests. In practical terms, the analysis shows that a capable number of factors could be formulated under each dimension of the framework and that there are not many significant differences in stakeholder perceptions, regardless of their institutional role. In theoretical terms, the identified factors may act as a baseline for any future relevant evaluation.

Enhancement Health Care Workers Engagement in the Light of Advanced Technology: Employees’ Perspectives

Regardless of the size of the hospital, the leaders have critical responsibilities to engage the employee in some situations. So you are in luck if you have the most precious tool of technologies usage as an enhancement variable. Aim: This study aimed to explore Employee Engagement factors in the light of advanced technology. Design: An exploratory correlation study design was exploited in this study. Sample& Setting: a cross-sectional sample of 350 different category employees was employed. Tools: an adapted engagement questionnaire was used to collect the pertinent facts. Results: The main discoveries of this study exhibited that, in the light of technology, many factors are important for enhancing work engagement; these factors are leadership, teamwork, social engagement, staffing& resource capability…..etc. Respectively: These factors did not differ between the studied group work engagements concerning neither their working department nor relation to their gender, but there was a highly significant difference between the studied group work engagements to their years of experience Conclusion: technology using can enhance employee engagement. Although many factors enhance employee engagement, the advanced technologies make those factors differ in their priority and importance. Recommendations: all organizations should promote technologies induction within limits that help in employees’ engagement. Also, to achieve a higher level of work engagement when deploying technology, it's important to distinguish between tacit and explicit knowledge. Keywords (MeSH words): technology, engagement, employees, organization.