330 Wirtschaft
Refine
Document Type
- Journal article (22)
- Conference proceeding (15)
- Book chapter (4)
- Book (1)
- Report (1)
- Working Paper (1)
Is part of the Bibliography
- yes (44)
Institute
- Informatik (44) (remove)
Publisher
A holistic approach to digitization enables decision-makers to achieve new efficiency in corporate performance management. The digitalization improves the quality, validity and speed of information retrieval and processing. At present, most corporations are confronted with the problem of not being able to organize, categorize and visualize decision-relevant information. To meet the challenges of information management, the Management Cockpit provides an information center for managers. In accordance with the specific working environment of the executives, the Management Cockpit offers a quick and comprehensive overview of the company's situation. Today, the current situation of a company is no longer only influenced by internal factors, but also by its public image. Social media monitoring and analysis is therefore a crucial component for the external factors of successful management. Real-time monitoring of the emotions and behaviors of consumers and customers thus contributes to effective controlling of allbusiness areas. The intelligent factories promise to collect data for internal factors, but the current reality in manufacturing looks different. Production often consists of a large number of different machines, with varying degrees of digitization and limited sensor data availability. In order to close this gap, we developed a compact sensor board with network components, which allows a flexible design with different sensors for a wide variety of applications. The sensor data enable decision makers to adapt the supply chain based on their internal and external observations in the Management Cockpit. Due to the realtime and long-term monitoring and analytic possibilities the Management Cockpit provides a multi-dimensional view of the company and supports an holistic Corporate Performance Management.
Hochschulen sind Teil des Innovationsökosystems: in einer kooperativen Austauschbeziehung fördern sie die regionale Wirtschaft und die gesellschaftliche Entwicklung. Deshalb ist die Förderung von Innovation, Kreativität und unternehmerischem Denken eine wichtige Aufgabe. Die Europäische Kommission hat bereits 2005 unternehmerisches Denken und Handeln als Schlüsselkompetenz für das 21. Jahrhundert definiert: „Unternehmerische Kompetenz ist die Fähigkeit, Ideen in die Tat umzusetzen“ (Europäische Kommission, 2005, S. 21). Entrepreneurship Education boomt und die Förderung von unternehmerischen Kompetenzen an Hochschulen wird vorangetrieben – damit ist die Förderung von Gründungskultur nicht nur Teil der Wirtschaftsbildung sondern vielmehr als Querschnittsaufgabe zu verstehen. Die Entrepreneurial Mission verändert die Lehr- und Lern kultur an den Hochschulen. Zum einen ist es Ziel, Entrepreneurship in der Breite an den Hochschulen zu verankern: Unternehmerisches Denken und Handeln ist eine Kernkompetenz. Zum anderen fördert die Start-up Education an Hochschulen aktiv Unternehmertalente und Ausgründungen.
Das Projekt “Spinnovation” ist ein Verbundprojekt der Hochschule Reutlingen, der Hochschule Aalen und der Hochschule der Medien und wird vom Ministerium für Wissenschaft, Forschung und Kunst Baden-Württemberg in der Ausschreibung „Gründungskultur in Studium und Lehre“ gefördert. Seit 2016 wurden dazu an den beteiligten Hochschulen zahlreiche neue Angebote für Studierende entwickelt, um das Thema Entrepreneurship Education curricular zu integrieren und eine Änderung des Mindsets in Richtung Entrepreneurship und Innovation zu bewirken. Basierend auf den Erfahrungen und Ergebnissen aus dem Verbundprojekt Spinnovation können konkrete Handlungsempfehlungen für die Entrepreneurship Education an Hochschulen abgeleitet werden.
The livestock sector is growing steadily and is responsible for around 18% of global greenhouse‐gas‐emissions, which is more than the global transport sec-tor (Steinfeld et al. 2006). This paper examines the potential of social marketing to reduce meat consumption. The aim is to understand consumers’ motivation in diet choices and to learn what opportunities social marketing can provide to counteract negative environmental and health trends. The authors believe that research to answer this question should start in metropolitan areas, be-cause measures should be especially effective there. Based on the Theory of Planned Behaviour (TPB, Ajzen 1991) and the Technology‐Acceptance‐Model by Huijts et al. (2012), an online‐study with participants from the metropolitan region (n = 708) was conducted in which central socio‐psychological constructs for a meat consumption reduction were examined. It was shown that attitude, personal norm and habit have a critical influence on the intention to reduce meat consumption. A segmentation of consumers based on these factors led to three consumer clusters: vegetarians/flexitarians, potential flexitarians and convinced meat eaters. Potential flexitarians are an especially relevant target group for the development of social‐marketing‐measures to reduce meat consumption. In co‐creation‐workshops with potential flexitarians from the metropolitan region, barriers and benefits of reducing meat consumption were identified. The factors of environmental protection, animal welfare and desire for variety turn out to be the most relevant motivational factors. Based on these factors, consumers proposed a variety of social marketing measures, such as applications and labels to inform about the environmental impact of meat products.
Die Entwicklung eines Medizinproduktes benötigt in der Regel mehrere Jahre. Gesetzliche Vorgaben, wie zum Beispiel das Medizinprodukte Durchführungsgesetz, bestimmen, welche Schritte während der Entwicklung durchgeführt werden müssen. Deren Einhaltung muss in der technischen Dokumentation nachgewiesen werden. Die darin enthaltenen technischen Dokumente entstehen im Verlauf der Entwicklung. Diese bauen aufeinander auf und verweisen sich gegenseitig. Dadurch entstehen heterogene und unübersichtliche Strukturen. Eine Lösung für dieses Problem bietet Traceability. Traceability sorgt dafür, dass die Anforderungen an das Medizinprodukt mit Dokumenten, wie dem Anforderungskatalog, Lastenheft oder der Spezifikation verknüpft werden können. Somit ist jederzeit nachvollziehbar, welche Anforderungen mit welchem Test, welchen Änderungen oder welchen Ergebnissen zusammenhängen. Ein wichtiger Prozess bei der Entwicklung von Medizinprodukten ist zudem das Usability Engineering, wodurch die Sicherheit eines Medizinprodukts sichergestellt und Risiken bei der Anwendung minimiert werden sollen. In diesem Prozess entstehen viele Artefakte, wie zum Beispiel Usability-Berichte. Um den Überblick über alle Usability-Daten behalten zu können, können diese mithilfe von Traceability verknüpft werden. In diesem Artikel wird herausgestellt, welche Voraussetzungen für das Usability Engineering in der Medizintechnik an Traceability gestellt
werden.
Requirements Engineering (RE) umfasst sämtliche systematische Schritte zur Entwicklung eines Systems, um die Bedürfnisse der Nutzer und Vorgaben, die an dieses gestellt werden, zu erfüllen. Das RE eines ausgewählten Herstellers für klinische Informationssysteme (KIS) wurde untersucht und es stellt sich als intransparent als auch teilweise unzureichend dar. Das Ausmaß des Einsatzes von systematischen Vorgehensweisen und Methoden zum RE wurden beim ausgewählten KIS-Hersteller analysiert. Die Analyse zeigt, dass RE weit verbreitet ist, aber differenziert betrieben wird.
Das Ziel dieser Arbeit ist es, den Stand der Technik des RE für die KIS Entwicklung zu ermitteln. Es werden wichtige Faktoren des RE für die Entwicklung von KIS beschrieben. Die Ergebnisse dieser Arbeit werden als erster Schritt für die Optimierung des RE des ausgewählten KIS-Herstellers dienen.
Companies are continuously changing their strategy, processes, and information systems to benefit from the digital transformation. Controlling the digital architecture and governance is the fundamental goal. Enterprise Governance, Risk and Compliance (GRC) systems are vital for managing digital risks threatening in modern enterprises from many different angles. The most significant constituent to GRC systems is the definition of controls that is implemented on different layers of a digital Enterprise Architecture (EA). As part of the compliant aspect of GRC, the effectiveness of these controls is assessed and reported to relevant management bodies within the enterprise. In this paper, we present a metamodel which links controls to the affected elements of a digital EA and supplies a way of expressing associated assessment techniques and results. We complement a metamodel with an expository instantiation of a control compliance cockpit in an international insurance enterprise.
Business process models provide a considerable number of benefits for enterprises and organizations, but the creation of such models is costly and time-consuming, which slows down the organizational adoption of business process modeling. Social paradigms pave new ways for business process modeling by integrating stakeholders and leveraging knowledge sources. However, empirical research about the impact of social paradigms on costs of business process modeling is sparse. A better understanding of their impact could help to reduce the cost of business process modeling and improve decision-making on BPM activities. The paper constributes to this field by reporting about an empirical investigation via survey research on the perceived influence of different cost factors among experts. Our results indicate that different cost components, as well as the use of social paradigms, influence cost.
Due to the consequential impact of technological breakdowns, companies have to be prepared to deal with breakdowns or even better prevent them. In today's information technology, several methods and tools exist to downscale this concern. Therefore, this paper deals with the initial determination of a resilient enterprise architecture supporting predictive maintenance in the information technology domain and furthermore, concerns several mechanisms on how to reactively and proactively secure the state of resiliency on several abstraction levels. The objective of this paper is to give an overview on existing mechanisms for resiliency and to describe the foundation of an optimized approach, combining infrastructure and process mining techniques.
Purpose – Many start-ups are in search of cooperation partners to develop their innovative business models. In response, incumbent firms are introducing increasingly more cooperation systems to engage with startups. However, many of these cooperations end in failure. Although qualitative studies on cooperation models have tried to improve the effectiveness of incumbent start-up strategies, only a few have empirically examined start-up cooperation behavior. The paper aims to discuss these issues.
Design/methodology/approach – Drawing from a series of qualitative and quantitative studies. The scale dimensions are identified on an interview based qualitative study. Following workshops and questionnaire-based studies identify factors and rank them. These ranked factors are then used to build a measurement scale that is integrated in a standardized online questionnaire addressing start-ups. The gathered data are then analyzed using PLS-SEM.
Findings – The research was able to build a multi-item scale for start-ups cooperation behavior. This scale can be used in future research. The paper also provides a causal analysis on the impact of cooperation behavior on start-up performance. The research finds, that the found dimensions are suitable for measuring cooperation behavior. It also shows a minor positive effect on start-up’s performance.
Originality/value – The research fills the gap of lacking empirical research on the cooperation between start-ups and established firms. Also, most past studies focus on organizational structures and their performance when addressing these cooperations. Although past studies identified the start-ups behavior as a relevant factor, no empirical research has been conducted on the topic yet.
Early reduction of risks in a startup or an innovation project is highly important. Appropriate means for risk reduction, such as testing business models with different kinds of experiments exist. However, deciding what to test and how to select the right test, is challenging for many startups and innovation projects. This article presents the so-called Business Experiments Navigator (BEN), a toolkit to assist startup and innovation processes. It compliments other tools such as the Business Model Canvas or the Lean Startup process. The main contribution of BEN is to bridge the gap between the riskiest assumptions of a business model and the multitude of available testing techniques by providing assumption templates. The Business Experiments Navigator has been validated in several workshops. Results show that it creates awareness among the workshop participants that a business model is based on assumptions which impose risks and need to be validated. Further, users of BEN were able to identify relevant assumptions and map different kinds of assumptions to appropriate testing techniques. The process applied in the workshops, as well as the assumption templates, helped the participants understand the main concepts and transfer their learnings, to their own business ideas.
Die für Deutschland verfügbaren Studien zur Digitalen Transformation in klein- und mittelständischen Unternehmen (KMU) sind sich weitgehend einig. KMU tun sich mit dem Thema Digitalisierung schwer. Der vorliegende Beitrag diskutiert, weshalb KMU an der Digitalen Transformation scheitern und was dagegen getan werden kann.
Purpose: This study aims to conceptualize and test the effect of consumers´ perceptions of complaint handling quality (PCHQ) in both traditional and social media channels.
Design/methodology/approach: Study 1 systematically reviews the relevant literature and then carries out a consumer and manager survey. This approach aims to conceptualize the dimensionality of PCHQ. Study 2 tests the effect of PCHQ on key marketing outcomes. Using survey data from a German telecommunications company, the study provides an explanation for the differences in outcomes across traditional (hotline) and social media channels.
Findings: Study 1 reveals that PCHQ is best conceptualized as a five dimensional construct with 15 facets. There are significant differences between customers and managers in terms of the importance attached to the various dimensions. The construct shows strong psychometric properties with high reliability and validity, thereby opening up opportunities to treat these facets as measurement indicators for the construct. Study 2 indicates that the effect of PCHQ on consumer loyalty and word-of-mouth (WOM) communication is stronger in social media than in traditional channels. Procedural justice and the overall quality of service solutions emerge as general dimensions of PCHQ because they are equally important in both channels. In contrast, interactional justice, distributive justice and customer effort have varying effects across the two channels.
Research limitations/implications: This study contributes to the understanding of a firm´s channel selection for complaint handling in two ways. First, it evaluates and conceptualizes the PCHQ construct. Second, it compares the effects of different dimensions of PCHQ on key marketing outcomes across traditional and socialmedia channels.
Practical implications: This study enables managers to understand the difference in efficacy attached to different dimensions of PCHQ. It further highlights such differences across traditional and social media service channels. For example, the effect of complaint handling on social media is of particular importance when generating WOM communication.
Originality/value: This study offers a comprehensive conceptualization of the PCHQ construct and reveals the general and channel contingent effects of its different dimensions on key marketing outcomes.
In dieser Ausarbeitung geht es um den aktuellen Stand der Digitalisierung der Textilindustrie. Sie dient als Grundlage zur Master-Thesis und soll die Frage beantworten, ob ein Informations-System, das die Textilprozesskette begleitet, benötigt wird. Dazu werden die einzelnen Prozessschritte kurz erläutert. In der Ausarbeitung wird auch die Verbindung zwischen der Textilindustrie und den neuen Möglichkeiten mit dem Internet der Dinge beleuchtet.
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.
We were able to identify a set of specific capabilities corporations need to develop in order to enhance brand love. Furthermore, the effects of most dynamic capabilities on brand love have a strong correlation to the degree of customer orientation. Other results are relevant concerning the proposed moderation and mediation hypotheses. Firstly, the impact of customer orientation on brand love is varied under specific market conditions, supporting our central moderation hypothesis (β = .259, p = .001). To be precise, the impact of customer orientation is strongest in markets that have low competitive differentiation in products and services. Other control variables like age, gender, or market form (B2B versus B2C) lead to no significant heterogeneity in the data set. Finally, mediation analyses show no significant “direct effect” of the existing DC constructs on brand love, supporting the mediating role of customer orientation.
46 Prozent der Arbeitsplätze in der Automobilindustrie sind bis 2030 durch Automatisierung und Digitalisierung bedroht – die Tätigkeiten werden dann nicht mehr von Menschen, sondern von intelligenten Robotern und Systemen erledigt. Das ist das zentrale Ergebnis unserer Studie „Digitale Transformation – Der Einfluss der Digitalisierung auf die Workforce in der Automobilindustrie“, die wir gemeinsam mit dem Herman Hollerith Lehr- und Forschungszentrum an der Hochschule Reutlingen erstellt haben.
Context: An experiment-driven approach to software product and service development is gaining increasing attention as a way to channel limited resources to the efficient creation of customer value. In this approach, software capabilities are developed incrementally and validated in continuous experiments with stakeholders such as customers and users. The experiments provide factual feedback for guiding subsequent development.
Objective: This paper explores the state of the practice of experimentation in the software industry. It also identifies the key challenges and success factors that practitioners associate with the approach.
Method: A qualitative survey based on semi-structured interviews and thematic coding analysis was conducted. Ten Finnish software development companies, represented by thirteen interviewees, participated in the study.
Results: The study found that although the principles of continuous experimentation resonated with industry practitioners, the state of the practice is not yet mature. In particular, experimentation is rarely systematic and continuous. Key challenges relate to changing the organizational culture, accelerating the development cycle speed, and finding the right measures for customer value and product success. Success factors include a supportive organizational culture, deep customer and domain knowledge, and the availability of the relevant skills and tools to conduct experiments.
Conclusions: It is concluded that the major issues in moving towards continuous experimentation are on an organizational level; most significant technical challenges have been solved. An evolutionary approach is proposed as a way to transition towards experiment-driven development.
Wie digital ist ein Unternehmen aufgestellt? Wie weit ist es im Vergleich mit anderen Unternehmen der Branche? Um dies zu eruieren, eignen sich digitale Reifegradmodelle. Sie bieten eine Beschreibung der Ist-Situation, regen zur Reflexion über die wichtigen Fragen der Digitalisierung an und zeigen, welche Faktoren sich beeinflussen. Kontinuierlich eingesetzt lassen sie sich als Monitoring des digitalen Transformationsprozesses nutzen.
Erfolg durch Kooperation
(2009)
Learning and teaching requires the transfer of knowledge from one person to another. Due to the relevance of knowledge many models have been developed for knowledge transfer. However, the process of knowledge transfer has not yet been described completely and the approaches are too vague to facilitate its implementation. This paper contributes to a better understanding of knowledge transfer to support knowledge transfer in teaching. To address this challenge, we depict a layered model for knowledge transfer. The model structures the transfer in several steps and thus identifies major influencing factors. The paper describes the knowledge transfer from one person to another step by step. An example in the area of teaching business process management illuminates the process. The main contribution of this paper is the development of a layered model and its application in teaching.
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.
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.
Das Internet gewinnt für das Marketing zunehmend an Bedeutung. Dabei liegt der Fokus auf sogenannten Social-Media-Anwendungen wie Facebook, Twitter oder XING. Für Unternehmen stellt sich die Frage, ob das veränderte Mediennutzungsverhalten der Kunden eine neue Marketinglogik induziert. Eine aktuelle Untersuchung gibt Einblicke in die Chancen und Risiken, Anwendungsbedingungen und Kontextfaktoren für die Nutzung von Social Media im Marketing.
Der Kundenservice bietet für das Marketing umfangreiche Ansätze zur Differenzierung. Dabei zahlen positive Serviceerlebnisse der Kunden auf unterschiedliche Marketingziele ein. Durch Social Media stehen darüber hinaus neue Möglichkeiten für den Servicedialog zur Verfügung. Der vorliegende Beitrag beschreibt die Umsetzung dieser Möglichkeiten bei der Telekom Deutschland GmbH.
Der Beitrag gibt einen Überblick zum Stand der Vertrauensforschung in Marketing und Vertrieb. Dabei ist Vertrauen als Gegenstand der Forschung innerhalb des Relationship Marketing Ansatzes sehr gut etabliert. Bei der Definition des Vertrauensbegriffs stützt sich das Marketing auf die Erkenntnisse der sozialwirtschaftlichen Nachbardisziplinen. Soweit Kunden ihren Anbietern vertrauen, gehen sie grundsätzlich ein Risiko ein und machen sich hierdurch angreifbar. Man vertraut in einen Anbieter, ohne vorab genau zu wissen, ob das gewünschte Resultat einer Kooperation mit Sicherheit eintritt. Dies gilt umgekehrt auch für den Anbieter, der zum Teil erhebliche Vorinvestitionen tätigen muss, ohne vorab zu wissen, ob tatsächlich eine Geschäftsbeziehung mit einem Kunden entsteht. Vertrauen ist daher v.a. in komplexen und langfristigen Beziehungen zwischen Anbietern und Kunden eine wesentliche Ressource. Entsprechend thematisiert der Beitrag die Bedingungen und Auswirkungen von Vertrauen auf unterschiedlichen Ebenen. Dabei dominiert in Marketing und Vertrieb noch immer eine interpersonale Perspektive. Die Potentiale organisationaler Beziehungsstrategien sind zum gegenwärtigen Zeitpunkt eher schwach beleuchtet, jedoch greift der Beitrag einige Trends für die weitere Ausrichtung der Vertrauensforschung auf, die zukünftig stärker an Bedeutung gewinnen werden. Dabei ist grundsätzlich davon auszugehen, dass bei zunehmend volatilen Rahmenbedingungen das Interesse an Vertrauensfragen auch in Marketing und Vertrieb weiter zunimmt.
Purpose – This paper aims to complement the current understanding about user engagement in electronic word-of-mouth (eWoM) communications across online services and product communities. It examines the effect of the senders’ prior experience with products and services, and their extent of acquaintance with other community members, on user engagement with the eWoM.
Design/methodology/approach – The study used a sample of 576 unique user postings from the corporate fan page of two German firms: a service community of a telecom provider and a product community of a car manufacturer. Multiple regression analysis is used to test the conceptual model.
Findings – Senders’ prior experience and acquaintance positively affect user engagement with eWoM, and these effects differ across communities for products and services and across their influence on “likes” and “comments”. The results also suggest that communities for products are orientated toward information sharing, while those discussing services engage in information building.
Research limitations/implications – This research explains mechanisms of user engagement with eWoM and opens directions for future research around motives, content and social media tools within the structures of online communities. The insights on information-handling dimensions of online tools and antecedents to their use contribute to the research on two prioritized topics by the Marketing Science Institute – "Measuring and
Communicating the Value of Online Marketing Activities and Investments" and "Leveraging Digital/Social/Mobile Technology".
Practical implications – This research offers insights for firms to leverage user engagement and facilitate eWoM generation through members who have a higher number of acquaintances or who have more experience with the product or service. Executives should concentrate their community engagement strategies on the identification and utilization of power users. The conceptualization and empirical test about the role of likes and comments will help social media managers to create and better capture value from their social media metrics.
Originality/value – The insights about the underlying factors that influence engagement with eWoM advance our understanding about the usage of online content.
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.
Im Kundenbeziehungsmanagement besteht ein großes Interesse an der Nutzung von Social Media. Allerdings finden sich aktuell kaum konzeptionell durchdachte und empirisch überprüfte Lösungen für Social CRM.
Social Media bieten innovative Perspektiven für das Management der Kundenbeziehung. Die Nutzung dieser Möglichkeiten ist jedoch mit hohen Anforderungen an die Marketingstrategie verbunden, was zuweilen vernachlässigt wird.
Small and medium-sized enterprises (SMEs) play a fundamental role in the economic system of the European Union: SMEs represent over 99 percent of all companies and provide two-thirds of the jobs in the private sector. Their innovativeness and economic success have significant influence on growth, jobs and prosperity in Europe.
Information technologies are regarded as key drivers of innovation in small and medium-sized enterprises (SME). Modern information technologies (IT) offer SMEs today many opportunities to improve their competitiveness and market position. Thus, business processes can be designed efficiently, open up new market segments and strengthen the innovation capacity significantly. However, many SMEs still have difficulties in utilizing these new technologies efficiently in order to foster process and product innovation. This is partly due to the fact that many SMEs don’t use IT Service Management and waste resources in running basic IT-functions like the maintenance of printers, software or servers.
Information Technology Service Management (ITSM) is a discipline for managing IT systems centred on the customer’s perspective of IT’s contribution to the business. Thus, by strengthening the performance of SME’s IT departments, ITSM enables process innovation (e.g. eProcurement) and product innovations (e.g. client services) can be promoted. The EU-funded project "IT Service Management for small and medium-sized Enterprises of the Danube Region" (ITSM4SME) aims to make SMEs in the Danube Region aware of the potential of ITSM, to inspire SMEs about the use of information technology and to allow IT-enabled innovations. The aims of the project have been achieved inter alia through a simplified method for IT service management for small IT organisations, practical case studies, a "do-it-yourself" service management modelling tool, an eLearning portal and by training more than 300 participants from SMEs in pilot training courses in Bulgaria, Romania and Slovenia.
Big Data wird aktuell als einer der Haupttrends der IT-Industrie diskutiert. Big Data d. h. auf Basis großer Mengen unterschiedlich strukturierter Daten die Entscheidungen in Echtzeit oder prognostisch zu treffen. Von hochleistungsfähigen, schnell verfügbaren Prognoseverfahren erhofft man sich eine Risikominimierung für unternehmerische Entscheidungen in hochvolatilen Märkten.
Management nowadays is confronted by a variety of information originating from either internal or external sources. Thereby, the difficulty to focus on the relevant and company critical keyfigures information increases. In practice, information management is often a major weakness of efficient corporate management. That weakness is caused by the lack of a centralized, categorized and summarized presentation and analysis of strategy and decision-relevant information. Management cockpits, a kind of information center for managers, are an approach to meet the challenges of information management. They are a specific work environment for decision makers to get a quick and simple overview of the company’s economic situation. In the most completely equipped premises, the entire process is supported - from acquiring information, to analysis, decision-making, and communication. Use of management cockpits, a cross-functional, KPI-based and strategyoriented controlling and management process, can be successfully established in companies as well as the work of interdisciplinary management teams, which are supported. In order to provide these possibilities, the management cockpit is equipped with a range of functionalities that allow the structuring, categorization and management-adequate visualization of information along with extensive analysis and simulation options. Management cockpits, as a communication and collaboration platform, are a starting point and valuable process companion on the way to holistic and sustainable performance management.
Purpose: This paper aims to conceptualize and empirically test the determinants of service interaction quality (SIQ) as attitude, behavior and expertise of a service provider (SP). Further, the individual and simultaneous effects of SIQ and its dimensions on important marketing outcomes are tested. Design/methodology/approach – The narrative review of extant research helps formulate a conceptual model of SIQ, which is investigated using the univariate and multivariate meta-analysis.
Findings: There are interdependencies between drivers of SIQ that underlines the need to conceptualize service interaction as a dyadic phenomenon; use contemporary multilevel models, dyadic models, non-linear structural equation modeling and process studies; and study new and diverse services contexts. Meta-analysis illustrates the relative importance of the three drivers of SIQ and, in turn, their impact on consumer satisfaction and loyalty.
Research limitations/implications – The meta-analysis is based on existing research, which, unfortunately, has not examined critical services or exigency situations where SIQ is of paramount importance. Future research will be tasked with diversifying to several important domains where SIQ is a critical aspect of perceived service quality.
Practical implications: This study emphasizes that, although the expertise of an SP is important, firms would be surprised to learn that the attitude and behavior of their employees are equally important antecedents. In fact, there is a delicate balance that needs to be found; otherwise, attitudinal factors can have an overall counterproductive effect on consumer satisfaction.
Originality/value: This paper provides an empirical synthesis of SIQ and opens up interesting areas for further research.
Online credit card fraud presents a significant challenge in the field of eCommerce. In 2012 alone, the total loss due to credit card fraud in the US amounted to $ 54 billion. Especially online games merchants have difficulties applying standard fraud detection algorithms to achieve timely and accurate detection. This paper describes the Special constrains of this domain and highlights the reasons why conventional algorithms are not quite effective to deal with this problem. Our suggested solution for the problem originates from the fields of feature construction joined with the field of temporal sequence data mining. We present Feature construction techniques, which are able to create discriminative features based on a sequence of transaction and are able to incorporate the time into the classification process. In addition to that, a framework is presented that allows for an automated and adaptive change of features in case the underlying pattern is changing.