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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.
Urban platforms are essential for smart and sustainable city planning and operation. Today they are mostly designed to handle and connect large urban data sets from very different domains. Modelling and optimisation functionalities are usually not part of the cities software infrastructure. However, they are considered crucial for transformation scenario development and optimised smart city operation. The work discusses software architecture concepts for such urban platforms and presents case study results on the building sector modelling, including urban data analysis and visualisation. Results from a case study in New York are presented to demonstrate the implementation status.
The rise of digital technologies has become an important driver for change in multiple industries. Therefore, firms need to develop digital capabilities to manage the transformation process successfully. Prior research assumes that the development of a specific set of digital capabilities leads to higher digital maturity. However, a measurement framework for digital maturity does not exist in scholarly work. Therefore, this paper develops a conceptualization and measuremnent model for digital maturity.
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)?