Social and Behavioral Sciences Commons^™

The Development Of A User Self-Help Knowledge Management System For Help Desk: Deployment Of Knowledge Management Approach And Software Agent Technology, Kar Yin Leung, Sim K. Lau

Dr Sim Kim Lau

Most help desks have admitted their call volume has increased in the past decade while “help unavailable when needed” is the major reason for service delivery failure and user dissatisfaction. The habit of calling help desk for simple problems has prompted the investigation of transferring part of first-level troubleshooting duty from help desk to user. This research proposes the development of user self-help knowledge management system that allows user to solve simple and routine technical enquiries. The proposed approach incorporates software agent to allow autonomous handling of enquiries so that the most appropriate solution and user communication can be facilitated.

Understanding The Propensity Of Chinese University Students For Leisure Travel Within Australia, Yun Zhang, Lois Burgess, Gregory M. Kerr

Lois Burgess

The provision of education to international students in Australia is increasingly important tothe higher education sector as well as other industry sectors including tourism. Althoughprevious studies have identified the contributions of international students to tourism, thereare limited studies investigating leisure travel behaviour based on student nationality andsegments within nationalities. As the first stage of a broader study, this research by way ofopen-ended interviews, investigates the propensity of Chinese university students to travelwithin Australia. By way of qualitative data analysis the findings reveal a number ofparadoxes which need to be addressed in further research to better understand the attitudesand behaviours of …

Csr Reporting: A Process For Supply Chain Legitimation, Graham D. Bowrey, Michael D. Clements, Bonnie Amelia Dean

Graham Bowrey

Purpose – This conceptual paper aims to explore the legitimating process of Corporate Social Responsibility (CSR) reporting in relation to supply chain management. The paper introduces a framework for the holistic evaluation of entire supply chain CSR reporting including the use of social audits.

Design/methodology/approach – This paper is based on a review of CSR reporting literature and the role of CSR reporting as a legitimation tool of organisations that operate in distinct supply chains. The theoretical lens of three perspectives of legitimation; structural-functionalist; social constructionist; and hegemonic, are used to assess the drivers behind organisations in a supply chain …

Opportunities For Interactivity In Public Health Websites: A Content Analysis Approach, Sumayya Banna, Helen M. Hasan, Joseph A. Meloche

Sumayya a Banna

The Internet has many advantages over other media in the provision of information services in the area of public health. However many designers are not yet taking full advantage of its potential for interactivity. This paper examines the development of interactivity in public health websites in the increasingly important area of Palliative Care. Content analysis is used here to map the interactivity in a sample of 30 existing websites along with Heeter’s six dimensions (content and availability of choice, effort users must exert, responsiveness to the users, and the ease of adding information, monitoring the information and the system use, …

Physically Attractive Presenters And Persuasion: An Experimental Investigation Of Alternative Explanations For The "Patzer Effect", Sandra Praxmarer, John R. Rossiter

John Rossiter

This experiment was designed to test alternative explanations for the powerful positive effect of the presenter’s facial attractiveness on persuasion found by Patzer (1985). The explanations tested are: (a) a “conscious Patzer effect” whereby the attractiveness of the presenter prompts conscious cognitive-response inferences about the presenter’s expertise and trustworthiness; (b) a “subconscious Patzer effect” whereby attractiveness persuades via beliefs about the presenter’s expertise and trustworthiness but without conscious cognitive responses; (c) an “affect transfer effect” whereby attractiveness increases liking of the presenter which in turn transfers to a more favorable attitude toward the brand; and (d) a “role-model identification effect” …

A Conceptual Model For Predicting Overseas Market Entry Order Decisions, Peter R. Massingham

Peter Massingham

I investigate the factors that influence firms’ order of entry into overseas markets. The existing literature identifies a range of firm and industry characteristics that influence the timing entry decision. I extend this research by developing a holistic conceptual model that explains how these factors interact to create conditions leading to first, second and late mover strategies. The paper argues that the factors combine to create strategic scenarios for each entry order. I undertake a four-step process to explain how managers may use this conceptual model to plan appropriate entry order decisions for each scenario. A key to the process …

Q-Methodology For The Active Process Of Knowledge Management, Joseph A. Meloche, Helen M. Hasan, Michelle Mok

Helen Hasan

Knowledge Managament for the provision of Health Information Services is a developing field and one that is usefully informed by applied research. The current study is conducted with Intensive Care Unit (ICU) professionals to capture and distil their views in regard to a developing a Web-Based Information Service. This service is provided by a central coordination and monitoring unit for intensive care units across NSW, Australia. The study is part of a larger research initiative that is being done to advance the provision of health information in ICU's across the state. Given the complex and dynamic context of ICUs, there …

Blending Complexity And Activity Frameworks For A Broader And Deeper Understanding Of Is, Helen M. Hasan, A Kazluaskas, Kathryn P. Crawford

Helen Hasan

A new age of significance and opportunity for Information Systems (IS) is upon us driven by current developments in the use of digital artifacts. In this paper we endeavor to make sense of contemporary IS, as well as possible future directions of IS, by bringing together the notions of complexity and activity within two theoretical frameworks, namely the Cynefin framework and contemporary uses of Activity Theory. We describe activity as a holistic unit of analysis within the Complicated and Complex Domains of the Cynefin framework. This will enable us to make sense of tool-mediated IS activities in those Domains. Our …

Overcoming Organisational Resistance To Using Wiki Technology For Knowledge Management, Charmaine C. Pfaff, Helen M. Hasan

Helen Hasan

Although Wikis emerged in the public domain more than a decade ago, a number of business organisations are now discovering the advantages of using Wiki technology to manage knowledge. However, there are many who are not convinced about the merits of this relatively new Wiki technology and are not yet prepared to risk its adoption because it exhibits many ideas that have yet to be tested and many issues that have yet to be resolved. This paper studies the merits of using a Wiki for knowledge management. While some cases of corporate adoption of Wiki technology have been reported, cases …

Ict Devices As Ubiquitous Tools For Information Seeking Activity, Joseph A. Meloche, Helen M. Hasan

Helen Hasan

This paper investigates the use of current and developing ubiquitous digital devices and the way that they impact on, and are integrated into, use by groups within the community for information seeking. Three cases are presented involving ubiquitous use of the mobile phone, USB memory devices, and a wireless groupware system. The study considers the need for ongoing research to inform, direct and study the innovative use, appropriation and development of such tools. The primary methodological framework that is applied is activity theory, as it allows dasiatoolpsila to be examined in light of purposeful activity in the context of their …

Opportunities For Interactivity In Public Health Websites: A Content Analysis Approach, Sumayya Banna, Helen M. Hasan, Joseph A. Meloche

Helen Hasan

The Internet has many advantages over other media in the provision of information services in the area of public health. However many designers are not yet taking full advantage of its potential for interactivity. This paper examines the development of interactivity in public health websites in the increasingly important area of Palliative Care. Content analysis is used here to map the interactivity in a sample of 30 existing websites along with Heeter’s six dimensions (content and availability of choice, effort users must exert, responsiveness to the users, and the ease of adding information, monitoring the information and the system use, …

Consumer Preferences For Online And Offline Resources In The Process Of Buying A High Involvement Service Bundle: A Qualitative Exploration, Robert G. Grant

Robert Grant

Adding online resources to a promotional mix adds a new level of complexity to marketing communications. The challenge for marketers is to retain a focus on value delivery which requires understanding both main effects and interactions between communication and promotional methods. This paper reports a qualitative study preceding a non-discrete choice experiment simulation to research information source effects at different stages of the buying process for different service types.

Determination Of Consumer Context In An Online Transaction Process For A High Risk Purchase, Robert G. Grant, Rodney J. Clarke, Elias Kyriazis

Robert Grant

This paper showcases/discusses a method of analyzing consumer website behavior that enables real-time purchase context identification. Such analysis will enable online vendors to serve content that is relevant to the consumer’s needs, addressing the apparent utility deficit that websites have for complex product transactions. The use of communication theory is a key component of a value co-creation process that leverages the data derived from website interactivity by analyzing the meaning of consumer activity on a website. Such an approach offers insights into the effect of information accessed by consumers in real time, enabling a responsive system for serving information in …

Choice And Context In Studying Change, Creativity And Innovation At Work: Call Off The Search For Excellence, Question Combinational Perspectives, And Loosen The Straightjacket Of Polarised Views, Patrick M. Dawson

Patrick Dawson

This article draws attention to debates on studying change, creativity and innovation at work. Attention is given to 'stable' and 'process' views of organizations and how these positions influence research objectives, methodological approach and findings. The paper is critical of those who seek to hold to a superior position - a one best approach for all; as well as those who seek the best from all worlds - a combinational approach that services both quantitative and qualitative research. In drawing on over 25 years of field research on change management, the paper also seeks to explore the broken links between …

A Sequential Procedure For Testing Unit Roots In The Presence Of Structural Break In Time Series Data: An Application To Quarterly Data In Nepal, 1970-2003, Min B Shrestha, Khorshed Chowdhury

Khorshed Chowdhury

Testing for unit roots has special significance in terms of both economic theory and the interpretation of estimation result. As there are several methods available, researchers face method selection problem while conduction the unit root test on time series data i the presence of structural break.