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Full-Text Articles in Databases and Information Systems
Law Library Blog (January 2022): Legal Beagle's Blog Archive, Roger Williams University School Of Law
Law Library Blog (January 2022): Legal Beagle's Blog Archive, Roger Williams University School Of Law
Law Library Newsletters/Blog
No abstract provided.
Chronic Customers Or Increased Awareness? The Dynamics Of Social Media Customer Service, Shujing Sun, Yang Gao, Huaxia Rui
Chronic Customers Or Increased Awareness? The Dynamics Of Social Media Customer Service, Shujing Sun, Yang Gao, Huaxia Rui
Research Collection School Of Computing and Information Systems
Despite that social media has become a promising alternative to traditional call centers, managers hesitate to fully harness its power because they worry that active service intervention may encourage excessive use of the channel by disgruntled customers. This paper sheds light on such a concern by examining the dynamics between brand-level customer complaints and service interventions on social media. Using details of customer-brand interactions of 40 airlines on Twitter, we find that more service interventions indeed cause more customer complaints, accounting for the online customer population and service quality. However, the increased complaints are primarily driven by the awareness enhancement …
Data Governance And The Emerging University, Michael J. Madison
Data Governance And The Emerging University, Michael J. Madison
Book Chapters
Knowledge and information governance questions are tractable primarily in institutional terms, rather than in terms of abstractions such as knowledge itself or individual or social interests. This chapter offers the modern research university as an example. Practices of data-intensive research by university-based researchers, sometimes reduced to the popular phrase “Big Data,” pose governance challenges for the university. The chapter situates those challenges in the traditional understanding of the university as an institution for understanding forms and flows of knowledge. At a broad level, the chapter argues that the new salience of data exposes emerging shifts in the social, cultural, and …
Knowledge Transfer Strategy Implementation In Contract Organizations, Delano Clyde Hudson
Knowledge Transfer Strategy Implementation In Contract Organizations, Delano Clyde Hudson
Walden Dissertations and Doctoral Studies
Despite economic perils of government shutdowns, foreclosures, bankruptcies, and employee layoffs, some contract leaders consistently fail to implement knowledge transfer strategies that could improve production and profitability and maintain operational readiness when employees transition in and out of the organization. The conceptual framework for this descriptive research study was Nonaka and Takeuchi's socialization, externalization, combination, and internalization model for knowledge creation. A purposive sample of 20 leaders from 2 contract organizations within the south central United States with at least 10 years of experience in contracting were interviewed. Member checking was used for reliability of the synthesized interviews, and triangulation …
Overcoming The Adverse Impact Of Internal Subculture Communications Within Organizations, Terrence Lee Farrier
Overcoming The Adverse Impact Of Internal Subculture Communications Within Organizations, Terrence Lee Farrier
Walden Dissertations and Doctoral Studies
The need for clear and organizationally effective communications is necessary to maintain sustainability as competition increases. Current research has not addressed problems associated with senior managers' clarity and intent and the misinterpretation by midlevel managers of that intent, causing division managers to misinterpret the company plans. Unresolved miscommunications may lead to destructive subculture development. This mixed methods design focused on how to minimize the confusion that manifests between senior and midlevel management within diverse and decentralized decision support structures. The secondary purpose was to advocate for the identification of divisional misalignment and provide information for a tool to help senior …
Competition Policy And The Technologies Of Information, Herbert J. Hovenkamp
Competition Policy And The Technologies Of Information, Herbert J. Hovenkamp
All Faculty Scholarship
When we speak about information and competition policy we are usually thinking about oral or written communications that have an anticompetitive potential, and mainly in the context of collusion of exclusionary threats. These are important topics. Indeed, among the most difficult problems that competition policy has had to confront over the years is understanding communications that can be construed as either threats to exclude or as offers to collude or facilitators of collusion.
My topic here, however, is the relationship between information technologies and competition policy. Technological change can both induce and undermine the use of information to facilitate anticompetitive …
Commons At The Intersection Of Peer Production, Citizen Science, And Big Data: Galaxy Zoo, Michael J. Madison
Commons At The Intersection Of Peer Production, Citizen Science, And Big Data: Galaxy Zoo, Michael J. Madison
Book Chapters
The knowledge commons research framework is applied to a case of commons governance grounded in research in modern astronomy. The case, Galaxy Zoo, is a leading example of at least three different contemporary phenomena. In the first place Galaxy Zoo is a global citizen science project, in which volunteer non-scientists have been recruited to participate in large-scale data analysis via the Internet. In the second place Galaxy Zoo is a highly successful example of peer production, sometimes known colloquially as crowdsourcing, by which data are gathered, supplied, and/or analyzed by very large numbers of anonymous and pseudonymous contributors to an …
Governing Knowledge Commons -- Introduction & Chapter 1, Brett M. Frischmann, Michael J. Madison, Katherine J. Strandburg
Governing Knowledge Commons -- Introduction & Chapter 1, Brett M. Frischmann, Michael J. Madison, Katherine J. Strandburg
Book Chapters
“Knowledge commons” describes the institutionalized community governance of the sharing and, in some cases, creation, of information, science, knowledge, data, and other types of intellectual and cultural resources. It is the subject of enormous recent interest and enthusiasm with respect to policymaking about innovation, creative production, and intellectual property. Taking that enthusiasm as its starting point, Governing Knowledge Commons argues that policymaking should be based on evidence and a deeper understanding of what makes commons institutions work. It offers a systematic way to study knowledge commons, borrowing and building on Elinor Ostrom’s Nobel Prize-winning research on natural resource commons. It …
Competition In Information Technologies: Standards-Essential Patents, Non-Practicing Entities And Frand Bidding, Herbert J. Hovenkamp
Competition In Information Technologies: Standards-Essential Patents, Non-Practicing Entities And Frand Bidding, Herbert J. Hovenkamp
All Faculty Scholarship
Standard Setting is omnipresent in networked information technologies. Virtually every cellular phone, computer, digital camera or similar device contains technologies governed by a collaboratively developed standard. If these technologies are to perform competitively, the processes by which standards are developed and implemented must be competitive. In this case attaining competitive results requires a mixture of antitrust and non-antitrust legal tools.
FRAND refers to a firm’s ex ante commitment to make its technology available at a “fair, reasonable and nondiscriminatory royalty.” The FRAND commitment results from bidding to have one’s own technology selected as a standard. Typically the FRAND commitment is …