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Relationship Marketing (RM) presumes trust as an important antecedent for the performance of interfirm relationships. Current research is dominated by an interpersonal perspective. In this research tack, trust chiefly emerges as a result of interpersonal relationships. But multiple risks arise if customer trust rests solely on elements inextricably linked to single representatives. Hence, this paper evaluates the impact of organizational capabilities and the moderating role of customer preferences on the trust creation process. The framework presented here is tested cross-industry on 220 customers for IT solutions. The results offer significant insight into the effectiveness of individual and organizational RM strategies.
In this presentation the audience will be: (a) introduced to the aims and objectives of the DBTechNet initiative, (b) briefed on the DBTech EXT virtual laboratory workshops (VLW), i.e. the educational and training (E&T) content which is freely available over the internet and includes vendor-neutral hands-on laboratory training sessions on key database technology topics, and (c) informed on some of the practical problems encountered and the way they have been addressed. Last but not least, the audience will be invited to consider incorporating some or all of the DBTech EXT VLW content into their higher education (HE), vocational education and training (VET), and/or lifelong learning/training type course curricula. This will come at no cost and no commitment on behalf of the teacher/trainer; the latter is only expected to provide his/her feedback on the pedagogical value and the quality of the E&T content received/used.
Suppliers need to improve their relational capabilities if they are to enhance customer trust. Debate about such capabilities is dominated by an interpersonal approach. This paper provieds novel marketing options by expanding insights into alternative types of relational capabilities. Furthermore, the moderating role of customer preferences on the effectiveness of relational capabilities is evaluated.
Turning complainers into fans : towards a framework for customer services in social media channels
(2012)
In recent years, marketing scholars have invested heavily in exploring the role of social media in marketing theory and practice. One valuable strategy for using social media in marketing communication is to provide customer services in applications like Facebook or Twitter. This paper evaluates a) the concept of perceived service quality in different service channels and b) the impact customer service strategies have on customer loyalty, word of mouth communication, and cross-sell preferences. The framework presented here is tested cross-channel against data collected from the customer service department of a large telecommunication provider. The results elucidate the effectiveness of customer service strategies in different channels.
The impact of stress of every human being has become a serious problem. Reported impact on persons are a higher rate or health disorders like heart problems, obesity, asthma, diabetes, depressions and many others. An individual in a stressful situation has to deal with altered cognition as well as an affected decision making skill and problem solving. This could lead to a higher risk for accidents in dynamic environments such as automotive. Different papers faced the estimation as well as prediction of drivers’ stress level during driving. Another important question is not only the stress level of the driver himself, but also the influence on and of a group of other drivers in the near area. This paper proposes a system, which determines a group of drivers in a near area as clusters and it derives or computes the individual stress level. This information will be analyzed to generate a stress map, which represents a graphical view about road section with a higher stress influence. Aggregated data can be used to generate navigation routes with a lower stress influence as well as recommend driving behavior to decrease stress influenced driving as well as improve road safety.
In this work, a web-based software architecture and framework for management and diagnosis of large amounts of medical data in an ophthalmologic reading center is proposed. Data management for multi-center studies requires merging of standing data and repeatedly gathered clinical evidence such as vital signs and raw data. If ophthalmologic questions are involved the data acquisition is often provided by non-medical staff at the point of care or a study center, whereas the medical finding is mostly provided by an ophthalmologist in a specialized reading center. The study data such as participants, cohorts and measured values are administrated at a single data center for the entire study. Since a specialized reading center maintains several studies, the medical staff must learn the different data administration for the different data center. With respect to the increasing number and sizes of clinical studies, two aspects must be considered. At first, an efficient software framework is required to support the data management, processing and diagnosis by medical experts at the reading center. In the second place, this software needs a standardized user-interface that has not to be trained/taylore /adapted for each new study. Furthermore different aspects of quality and security controls have to be included. Therefore, the objective of this work is to establish a multi purpose ophthalmologic reading center, which can be connected to different data centers via configurable data interfaces in order to treat various topics simultaneously.
This paper addresses the following four research questions: 1. How should customer service quality in social media channels be conceptualized on multiple levels? 2. Which aspects of customer service quality are important in enhancing customer satisfaction? 3. What outcomes are effected by customer service quality and customer satisfaction? 4. How effective are customer services delivered through social media channels (as compared to customer services delivered through other channels)?
Das digitale Unternehmen erfordert neue Konzepte des Digital Enterprise Computing. Dieses umfasst eine interdisziplinäre Verbindung von Vorgehensweisen aus der Informatik, der Ökonomie und weiteren relevanten Wissenschaftsdisziplinen. Neue Architekturen mit integrierten Mobility-Systemen, kollaborativen Geschäftsprozessen, Big Data und Cloud-Ökosystemen beflügeln aktuelle und künftige Geschäftsstrategien und machen die digitale Transformation zu neuen Geschäftsfeldern erst möglich. Dafür ist eine enge Kooperation verschiedener Partner aus Wissenschaft, Wirtschaft und Gesellschaft notwendig. Die Jahreskonferenz Digital Enterprise Computing positioniert die Gesellschaft für Informatik als wissenschaftlichen Mitveranstalter und vertieft Erfahrungen aus dem Arbeitskreis Enterprise Architecture Management der Fachgruppe Architekturen im Fachbereich Softwaretechnik der Gesellschaft für Informatik.
Social media usage in business-to-business sales : conceptualization, antecedents, and outcomes
(2015)
In recent years, the rise of social media received significant importance in marketing research. Social media applications now provide executives with a raft of new options. Consequently, interfaces to social media platforms have also been integrated into Business to-Business (B2B) salesforce applications, although very little is as yet known about their usage and general impact on B2B sales performance. This paper evaluates 1) the conceptualization of social media usage in a dyadic B2B relationship; 2) the effects of a more differentiated usage construct on customer satisfaction; 3) antecedents of social media usage on multiple levels; and 4) the effectiveness of social media usage for different types of customers. The framework presented here is tested cross-industry against data collected from dyadic buyer seller relationships in the IT service industry. The results elucidate the preconditions and the impact of social media usage strategies in B2B sales relations.
In recent years, the rise of social media received significant importance in marketing research and practice. Consequently, interfaces to social media platforms have also been integrated into Business-to-Business (B2B) salesforce applications, although very little is as yet known about their usage and general impact on B2B sales performance. This paper evaluates 1) the conceptualization of social media usage in dyadic B2B relationships; 2) the effects of a more differentiated usage construct on customer satisfaction; 3) antecedents of social media usage on multiple levels; and 4) the effectiveness of social media usage for different types of cus-tomers. The framework presented here is tested cross-industry against data collected from dyadic buyer-seller relationships in the IT service industry. The results elucidate the precondi-tions and the impact of social media usage strategies in B2B sales relations.
The second Digital Enterprise Computing Conference DEC 16 at the Herman Hollerith Center in Böblingen brings together students, researchers, and practitioners to discuss solutions, experiences, and future developments for the digital transformation. Digitization of business and IT defines the conference agenda: technology acceptance, digital transformation, digital business & administration, digital process challenges, analytics, and big data & data processing.
The third Digital Enterprise Computing Conference DEC 17 at the Herman Hollerith Center in Böblingen brings together students, researchers, and practitioners to discuss solutions, experiences, and future developments for the digital transformation. Digitization of business and IT defines the conference agenda: digital models & architecture, digital marketing, agility & innovation.
Anforderungen an die Mensch-Maschine-Schnittstelle im Automobil auf dem Weg zum autonomen Fahren
(2017)
In den letzten Jahrzehnten haben immer mehr Fahrerassistenzsysteme Einzug in das Automobil gefunden und bereiten damit den Weg zu vollautonomen Fahrzeugen der Zukunft vor. So bieten bereits viele Hersteller Ausstattungsvarianten ihrer Fahrzeuge an, die für den Umstieg in die vollautonome Zukunft gewappnet sind. Um den Menschen mit auf den Weg zu nehmen, werden einige Anforderungen an die Mensch-Maschine-Schnittstelle (MMS) des Automobils gestellt. Für die teilautonomen Fahrzeuge der nächsten Generation gilt es, den Fahrerwechsel zwischen manuellem und autonomen Fahren für die Menschen bestmöglich zu gestalten. Die Arbeit wirft einen Blick auf ausgewählte Ansätze für zukünftige MMS-Systeme und bewertet diese anhand der Übergabezeiten zwischen Mensch und Maschine. Ein Wandel der MMS im Automobil wird empfohlen, um den Menschen mit den neuen Technologien vertraut zu machen.
Scheduled flexibility and individualization of knowledge transfer in foundations of computer science
(2017)
The opening of the German higher education system for new target groups involves a heterogeneous composition of students as never before and face up the universities to new challenges. Due to different educational biographies, the students don't show a homogeneous level of knowledge. Furthermore, their access to course content and their individual learning methods are very diverse. The existing lack of knowledge and the very unequal study speed have a significant influence on the learning behavior and learning motivation. During the first semesters, the dropout rate is appreciably higher. The reform project gives an overview of a didactic restructuring from a formerly conventional teaching and learning concept to a stronger combination of digital offers, combined with classical lectures in the basic modules of computer science. The teaching content is adjusted to the individual requirements and knowledge. Students with different previous knowledge get the possibility to increase their knowledge in different levels of abstraction. The aim of the reform project has to point out the possibilities, also the challenges of the digital process in higher education. At the same time the question has to be explored, how far does an accompanied and self-directed learning in own speed and in own individual depth of knowledge have a positive impact on the motivation and on the study success of a learner.
Integrierte Schaltkreise (IC) sind ein integraler Bestandteil vieler Geräte wie zum Beispiel Smartphones, Computer oder Fernseher. Auf den Schaltkreisen werden immer mehr Funktionen integriert. Um die Arbeit auch zukünftig in gegebener Zeit bewältigen zu können, bedarf es daher einer Möglichkeit für die gleichzeitige Zusammenarbeit der Entwickler. Unter dem Arbeitstitel eCEDA (eCollaboration for Electronic Design Automation) wird ein Konzept für eine Webanwendung entwickelt, die die Echtzeitkollaboration von Entwicklern im Chipentwurf ermöglichen soll. Dieses Konzept sowie verschiedene Aspekte der Kollaboration werden in dieser Arbeit behandelt.
Die meisten der aktuell im Allag vorfindlichen Touch-Flächen wurden unter Anwendung komplexer und kostenintensiver Technologien realisiert. Gerade für das Anwendungsszenario eines Touchfloors, bei welchem meist eine überdurchschnittlich große Touch-Fläche erwünscht ist, werden kostengünstigere Umsetzungsmöglichkeiten angestrebt. Dieses Paper dient als Ausgangsbasis für die Umsetzung eines Low-cost Touchfloors, der die kollaborative Arbeit eines Projektteams unterstützen soll. Mithilfe einer Analyse des State of the Arts der Touch-Technologien und einer anschließenden Evaluation, wird die Touch-Technologie abgeleitet, die sich am besten zur Realisierung dieses low-cost Touchfloors eignet. Aus der Evaluation geht hervor, dass vor allem optische Touch-Technologien, insbesondere visionsbasierte, für die Umsetzung von kostengünstigen großen Touch-Flächen geeignet sind.
This paper contributes to the automatic detection of perioperative workflow by developing a binary endoscope localization. Automated situation recognition in the context of an intelligent operating room requires the automatic conversion of low level cues into more abstract high level information. Imagery from a laparoscope delivers rich content that is easy to obtain but hard to process. We introduce a system which detects if the endoscope's distal tip is inside or outsiede the patient based on the endoscope video. This information can be used as one parameter in a situation recognition pipeline. Our localization performs in real-time at a video resolution of 1280x720 and 5-fold cross validation yields mean F1-scores of up to 0,94 on videos of 7 laparoscopies.
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.
Rapid Prototyping Plattformen reduzieren die Entwicklungszeit, indem das Überprüfen einer Idee in Form eines Prototyps schnell umzusetzen ist und mehr Zeit für die eigentliche Anwendungsentwicklung mit Benutzerschnittstellen zur Verfügung steht. Dieser Ansatz wird schon lange bei technischen Plattformen, wie bspw. dem Arduino, verfolgt. Um diese Form von Prototyping auf Wearables zu übertragen, wird in diesem Paper WearIT vorgestellt. WearIT besteht als Wearable Prototyping Plattform aus vier Komponenten: Einer Weste, Sensor- und Aktorshieldss, einer eigenen bibliothek sowie einem Mainboard bestehend aus Arduino, Raspberry Pi, einer Steckplatine und einem GPS-Modul. Als Ergebnis kann ein Wearable Prototyp schnell, durch das Anbringen von Sensor- und Aktorshields an der WearIT Weste, entwickelt werden. Diese Sensor- und Aktorshields können anschließend durch die WearIT-Bibliothek programmiert werden. Dafür kann über Virtual Network Computing (VNC) mit einem entfernten Rechner auf die Bildschirminhalte des Rasperry Pis zugegriffen und der Arduino programmiert werden.