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Full-Text Articles in Databases and Information Systems
Information Technology Resources For Precision Medicine, Nicholas L. Bertram
Information Technology Resources For Precision Medicine, Nicholas L. Bertram
Walden Dissertations and Doctoral Studies
Healthcare delivery organizations have an opportunity to use insights from the emerging field of precision medicine to improve the quality of patient care; however, information technology resources to fully enable precision medicine are lacking. The specific problem was that people have limited information to use when making decisions regarding information technology resources for precision medicine in healthcare delivery organizations given the emerging state of precision medicine. The purpose of this Delphi study was to determine how a panel of precision medicine information technology experts view information technology resource importance and feasibility for precision medicine in healthcare delivery organizations. The research …
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 …