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This paper examines the efficacy of social media systems in customer complaint handling. The emergence of social media, as a useful complement and (possibly) a viable alternative to the traditional channels of service delivery, motivates this research. The theoretical framework, developed from literature on social media and complaint handling, is tested against data collected from two different channels (hotline and social media) of a German telecommunication services provider, in order to gain insights into channel efficacy in complaint handling. We contribute to the understanding of firm’s technology usage for complaint handling in two ways:
(a) by conceptualizing and evaluating complaint handling quality across traditional and social media channels and (b) by comparing the impact of complaint handling quality on key performance outcomes such as customer loyalty, positive word-of-mouth, and crosspurchase intentions across traditional and social media channels.
Im Rahmen dieser Arbeit wurde ein urbaner Mixed-Reality Fahrsimulator umgesetzt. Die reale Umgebung wird hierbei in einer Greenscreen-Kammer mit Hilfe von Kamerabildern aus Nutzersicht und einem Chroma Key Shader innerhalb der virtuellen Umgebung sichtbar gemacht. Dies soll die Immersion und die Interaktivität innerhalb der virtuellen Umgebung durch die Darstellung und Verwendung von realen Elementen erhöhen.
Als virtuelle Umgebung wurde eine zufallsgenerierte Stadt geschaffen, in der KI-Fahrzeuge fahren. Die Ergebnisse der Entwicklung dieses Fahrsimulators werden in dieser Arbeit erläutert.
Der Fahrsimulator soll der Entwicklung von menschzentrierten Human-Machine-Interfaces und Motion-Capture-Komponenten dienen.
Strategic alliances have become important strategic options for firms to achieve competitive advantage. Yet, there are many examples of alliance failures. Scholars have studied this phenomenon and identified many reasons for alliance failure, including lack of trust between the partnering firms. Paradoxically, the concept of trust is still not fully understood, specifically how and under what conditions trust comes to break down within the broader process of alliance building. We synthesize a process model that describes the “alliance capability”, including trust, openness, partner contributions, and relational rents. We then translate this framework into a formal simulation model and analyze it thoroughly. In analyzing trust dynamics we identify and explore a tipping boundary, separating a regime of alliance failures and successes. We apply our core findings to openness strategies – decisions about how much knowledge to share with partners. Our analyses reveal that strategies informed by a static mental model of trust, contributions, and openness, under undervalue openness. Further, too little openness risks early failure due to the being trapped in a vicious cycle of trust depletion.
Towards a practical maintainability quality model for service- and microservice-based systems
(2017)
Although current literature mentions a lot of different metrics related to the maintainability of service-based systems (SBSs), there is no comprehensive quality model (QM) with automatic evaluation and practical focus. To fill this gap, we propose a Maintainability Model for Services (MM4S), a layered maintainability QM consisting of service properties (SPs) related with automatically collectable Service Metrics (SMs). This research artifact created within an ongoing Design Science Research (DSR) project is the first version ready for detailed evaluation and critical feedback. The goal of MM4S is to serve as a simple and practical tool for basic maintainability estimation and control in the context of BSs and their specialization
microservice-based systems (μSBSs).
Automatisierte Analyse von Review-Daten beschäftigt sich mit den Möglichkeiten, freien Text zu analysieren und relevante Informationen daraus zu extrahieren. Die Arbeit setzt sich dabei mit Methoden des unüberwachten Lernens auseinander. Hierbei steht die Methode der Topic Modellierung im Mittelpunkt. Es werden Verfahren betrachtet, die im Bereich der textbasierten Informationsgewinnung bekannt sind. Latent Semantic Indexing LSI, (probabilistic) pLSI und Latent Dirichlet Allocation (LDA) werden erläutert und verglichen. Die Arbeit zeigt, wie LDA genutzt wurde, um einen nhaltlichen Überblick über einen Datenkorpus von 1 Mio. Reviews zu bekommen und diesen auf einen feineren Detailgrad zu betrachten. Die Topic-basierte Analyse wird genutzt, um Erkentnisse für ein Opinion Mining System zu generieren, welches eine tiefergehende Analyse vornehmen wird. Der gesamte Prozess ist als vollständig automatisiert und maschinell unüberwacht konzeptioniert.
The success of an autonomous robotic system is influenced by several interdependent factors not easily identifiable. This paper is set to lay the foundation of a new integrated approach in order to deeply examine all the parameters and understand their contribution to success. After introducing the problem, two cutting edge autonomous systems for the process of unloading of containers will be presented. Then the STIC analysis, a recently developed method for modelling and interpreting all the parameters, will be introduced. The preliminary results of applying such a methodology to a first study case, based on one of the two systems available to the authors, will be shortly presented. Future research is in the end recommended in order to prove that this methodology is the only way to efficiently and effectively mitigate the risk that stops potential users from investing in autonomous systems in the logistics sector.
Due to rapidly changing technologies and business contexts, many products and services are developed under high uncertainties. It is often impossible to predict customer behaviors and outcomes upfront. Therefore, product and service developers must continuously find out what customers want, requiring a more experimental mode of management and appropriate support for continuously conducting experiments. We have analytically derived an initial model for continuous experimentation from prior work and matched it against empirical case study findings from two startup companies. We examined the preconditions for setting up an experimentation system for continuous customer experiments. The resulting RIGHT model for Continuous Experimentation (Rapid Iterative value creation Gained through High-frequency Testing) illustrates the building blocks required for such a system and the necessary infrastructure. The major findings are that a suitable experimentation system requires the ability to design, manage, and conduct experiments, create so-called minimum viable products or features, link experiment results with a product roadmap, and manage a flexible business strategy. The main challenges are proper, rapid design of experiments, advanced instrumentation of software to collect, analyse, and store relevant data, and integration of experiment results in the product development cycle, software development process, and business strategy. This summary refers to the article The RIGHT Model for Continuous Experimentation, published in the Journal of Systems and Software [Fa17].
Steady growing research material in a variety of databases, repositories and clouds make academic content more than ever hard to discover. Finding adequate material for the own research however is essential for every researcher. Based on recent developments in the field of artificial intelligence and the identified digital capabilities of future universities a change in the basic work of academic research is predicted. This study defines the idea of how artificial intelligence could simplifiy academic research at a digital university. Today's studies in the field of AI spectacle the true potential and its commanding impact on academic research.
IT Governance (ITG) is crucial due to its significant impact on enabling innovation and enhancing firm performance. Hence, in the last decade ITG has become important in both academic and in practical research. Although several studies have investigated individual aspects of ITG success and its impact on single determinants, the causal relationship of how ITG promotes firm performance remains unclear. Thus, a more comprehensive understanding about the link between ITG and firm performance is needed. To address this gap, this research aims at understanding how ITG and firm performance are related. Therefore, we conducted a systematic literature review (1) to create an overview on how current research structures the link between ITG mechanisms and firm performance, (2) to uncover key constructs as potential mediators or moderators on the general link between ITG and performance, and (3) to set the basis for future studies on the ITG-firm performance relationship.
Digitization transforms business process models and processes in many enterprises. However, many of them need guidance, how digitization is impacting the design of their information systems. Therefore, this paper investigates the influence of digitization on information system design. We apply a two-phase research method applying a literature review and an exploratory case study. The case study took place in the IT service provider of a large insurance enterprise. The study’s results suggest that a number of areas of information system design are affected, such as architecture, processes, data and services.
In recent years, significant progress was made on switched-capacitor DCDC converters as they enable fully integrated on chip power management. New converter topologies overcame the fixed input-to-output voltage limitation and achieved high efficiency at high power densities. SC converters are attractive to not only mobile handheld devices with small input and output voltages, but also for power conversion in IoTs, industrial and automotive applications, etc. Such applications need to be capable of handling high input voltages of more than 10V. This talk highlights the challenges of the required supporting circuits and high voltage techniques, which arise for high Vin SC converters. It includes level shifters, charge pumps and back-to-back switches. High Vin conversion is demonstrated in a 4:1 SC DCDC converter with an input voltage as high as 17V with a peak efficiency of 45 %, and a buckboost SC converter with an input voltage range starting from 2 up to 13V, which utilizes a total of 17 ratios and achieves a peak efficiency of 81.5 %. Furthermore a highly integrated micro power supply approach is introduced, which is connected directly to the 120/230 Vrms mains, with an output power of 3mW, resulting in a power density >390μW/mm², which exceeds prior art by a factor of 11.
The aim of this paper is to examine the impact of sustainability communication in the fashion industry on the customers’ behavior with a focus on consumers’ perception regarding websites with sustainability-specific content. Based on a profound literature review, a projective method in form of two dummy websites is developed. Both websites illustrate sustainability communication with comprehensive and transparent information demonstrating a credible, trustful and serious commitment. Additionally, both sites have the same structure and an appealing, visualized website design as well as a customer oriented communication. While each website consists of almost the same aspects such as Vision & Mission, Value chain, Corporate Commitment, Working Conditions, Environment, Social Commitment and documents such as a Sustainability Report and Code of Conduct, they differ enormously in the sustainability-specific content. For instance, website 1 represents a sustainable and responsible company communicating sustainable issues about eco-friendly materials, fair working conditions, ecological production and their social commitment. It further includes eco-friendly wash and care advices as seen by reformation to remember consumers to take care of the environment, e.g. to wash cold or by using ecological detergents. In contrast, website 2 does not represent a sustainable and responsible fashion brand. It also does not communicate sustainable efforts or a sustainable engagement. Rather it is about offering trendy, low-priced fast- fashion products, produced under unfair working conditions with wages and working hours as usual terms in production countries with a focus on style and design. Regarding website 2, all raw materials have been produced conventionally in developing countries and are therefore not eco-friendly, resulting in a pollution of the environment due to long transport routes. Additionally, the website voices the wish to improve the chances for developing animal protection only minimally, showing that the company is not socially committed. Although website 2 focuses on transparency and a customer-oriented communication, it is not sustainable. Both websites are tested via an online survey. A total of 90 fashion students participated in the sample.
This publication gives a short introduction and overview of the European project SCOUT and introduces a methodology for a holistic approach to record the state of the art in technical (vehicle and connectivity, human factors regarding physiologic and ergonomic level) and non-technical enablers (societal, economic, legal, regulatory and policy level) of connected and automated driving in Europe. The paper addresses beside the technical topics of environmental perception, E/E architecture, actuators and security, the state of the art of the legal framework in the context of connected and automated driving.
IT platforms as the foundation of digitized processes and products are vital in a digital economy. However, many companies’ platforms are liabilities, not strategic assets because of their complexity. Consequently, companies initiate IT complexity reduction programs. But these technology-centric programs at best provide temporary relief. Soon after, companies’ platforms become just as complex as before. Based on four case studies, we identify three non-technical drivers of platform complexity: (1) Lacking awareness of consequences business decisions have on platform complexity, (2) Lacking motivation to avoid platform complexity, (3) Lacking authority to protect platforms from complexity. We propose measures to address these drivers that can help achieve more sustainable impact on platform complexity: (1) Removing information asymmetries between those creating complexity and those dealing with complexity, (2) Redefining incentives to include long-term effects on platform complexity, (3) Redressing power imbalances between those who create complexity and those who have to manage it.
Smart meter based business models for the electricity sector : a systematical literature research
(2017)
The Act on the Digitization of the Energy Transition forces German industries and households to introduce smart meters in order to save engery, to gain individual based electricity tariffs and to digitize the energy data flow. Smart meter can be regarded as the advancement of the traditional meter. Utilizing this new technology enables a wide range of innovative business models that provide additional value for the electricity suppliers as well as for their customers. In this study, we followed a two-step approach. At first, we provide a state-of-the-art comparison of these business models found in the literature and identify structural differences in the way they add value to the offered products and services. Secondly, the business models are grouped into categories with respect to customer segmetns and the added value to the smart grid. Findings indicate that most business models focus on the end-costumer as their main customer.
A sleep study is a test used to diagnose sleep disorders and is usually done in sleep laboratories. The golden standard for evaluation of sleep is overnight polysomnography (PSG). Unfortunately, in-lab sleep studies are expensive and complex procedures. Furthermore, with a minimum of 22 wire attachments to the patient for sleep recording, this medical procedure is invasive and unfamiliar for the subjects. To solve this problem, low-cost home diagnostic systems, based on noninvasive recording methods requires further researches.
For this intention it is important to find suitable bio vital parameters for classifying sleep phases WAKE, REM, light sleep and deep sleep without any physical impairment at the same time. We decided to analyse body movement (BM), respiration rate (RR) and heart rate variability (HRV) from existing sleep recordings to develop an algorithm which is able to classify the sleep phases automatically. The preliminary results of this project show that BM, RR and HRV are suitable to identify WAKE, REM and NREM stage.
Das Ziel dieser Arbeit ist, die Infrastruktur einer modernen Fahrzeug-zu Fahrzeug-Kommunikation auf ihre Sicherheit zu prüfen. Dazu werden die Sicherheitsstandards für die Funkkommunikation genauer beschrieben und anschließend mit möglichen Angriffsmodellen geprüft. Mit dem erläuterten Wissen der VANET Architektur werden verschiedene Angriffe verständlicher. Dadurch werden die Schwachstellen offengelegt und Gegenmaßnahmen an passenden Punkten in der Architektur verdeutlicht.
Die Arbeit stellt die Vision des Internet of Things (IoT) vor und betrachtet sowohl Möglichkeiten der Nutzung als auch Gefahrenpotentiale für die Sicherheit der Nutzer. Insbesondere wird hierbei der Anwendungsfall Smart Home näher betrachtet und am Beispiel ZigBee gravierende Schwächen dieser Geräte aufgezeigt.
Asymmetric read/write storage technologies such as Flash are becoming
a dominant trend in modern database systems. They introduce
hardware characteristics and properties which are fundamentally
different from those of traditional storage technologies such
as HDDs.
Multi-Versioning Database Management Systems (MV-DBMSs)
and Log-based Storage Managers (LbSMs) are concepts that can
effectively address the properties of these storage technologies but
are designed for the characteristics of legacy hardware. A critical
component of MV-DBMSs is the invalidation model: commonly,
transactional timestamps are assigned to the old and the new version,
resulting in two independent (physical) update operations.
Those entail multiple random writes as well as in-place updates,
sub-optimal for new storage technologies both in terms of performance
and endurance. Traditional page-append LbSM approaches
alleviate random writes and immediate in-place updates, hence reducing
the negative impact of Flash read/write asymmetry. Nevertheless,
they entail significant mapping overhead, leading to write
amplification.
In this work we present an approach called Snapshot Isolation
Append Storage Chains (SIAS-Chains) that employs a combination
of multi-versioning, append storage management in tuple granularity
and novel singly-linked (chain-like) version organization.
SIAS-Chains features: simplified buffer management, multi-version
indexing and introduces read/write optimizations to data placement
on modern storage media. SIAS-Chains algorithmically avoids
small in-place updates, caused by in-place invalidation and converts
them into appends. Every modification operation is executed
as an append and recently inserted tuple versions are co-located.
Diese Arbeit liefert einen Konzeptentwurf, der die Integration verschiedener Systeme mit prozessrelevanten klinischen Diensten gewährleistet. Chirurgische Abläufe werden in Form von Prozessen modelliert. Die Wahl der Notation und die Art der Modellierung dieser Prozesse spielt in der heutigen Forschung in diesem Gebiet eine zentrale Rolle. Sind diese Prozesse modelliert, besteht die Möglichkeit, diese in einer Workflow-Engine automatisiert auszuführen. Im Rahmen der Entwicklung eines Workflow-Managment-Systems stellt sich die Frage, wie die Anbindung dieser Workflow-Engine mit anderen Systemen erfolgen soll. In der Arbeit werden Schnittstellen abstrakt in der Web Services Description Language (WSDL) definiert. Darum werden automatisiert Artefakte erzeugt. Auf der Grundlage dieser Artefakte erfolgt die Integration der Systeme. Die Workflow-Engine kommunizieren über SOAP-Nachrichten (Simple Object Access Protocol) mit den entsprechenden Systemen. Dieser Ansatz wurde mithilfe eines Prototyps validiert und umgesetzt.