Showing papers by "Jennifer Rowley published in 2002"

Using case studies in research

Abstract: Draws heavily on previous established research in an attempt to distil the key aspects of case study research in such a way as to encourage new researchers to grapple with and apply these. Explains when case study can be used, research design, data collection and data analysis, offering suggestions for drawing on the evidence in writing a report or dissertation. Briefly reviews alternative perspectives on the subject.

Eight questions for customer knowledge management in e‐business

Abstract: Customer knowledge is an important asset for all businesses. The rhetoric of e‐business emphasises the opportunities for knowing customers in the digital economy. This article sets the context with a brief summary of the key characteristics of the knowledge management paradigm. This is used as a platform for the formulation of the questions that form the core of this article: What customer knowledge do businesses require? What customer data can be collected? What are the challenges for translating data into information and knowledge? Can knowledge cultures be created in online customer communities? Whose knowledge is it anyway? How can knowledge assets be identified and managed in virtual organisations? How can customer knowledge from e‐business be integrated with customer knowledge from other channels? Who needs customer knowledge anyway?

Reflections on customer knowledge management in e-business

Abstract: Customer knowledge is an important asset for all businesses. The rhetoric of e‐business emphasises the opportunities for knowing customers in the digital economy. This article sets the context with a brief summary of the key characteristics of the knowledge management paradigm. This is used as a platform for the themes that form the core of this article: defining the knowledge that the organisation requires; knowledge tools and the relationships between data, information and knowledge; the role of customer communities in CKM; bounding and structuring organisational knowledge communities; ownership of knowledge assets; integrating customer knowledge across channels; and comparing customer knowledge management with customer relationship management. The overarching message of the article is that customer knowledge management is not just about data. Organisations need to develop strategies that enable them to capitalise on the dynamic integration of systems and people.

‘Window’ shopping and browsing opportunities in cyberspace

Abstract: This article reviews the integral nature of browsing to the shopping experience and then explores the different types of browsing and searching that are supported in the online environment. Browsing contexts and episodes occur when consumers use browsers, URLs, search engines, menu categories and shopping bots to identify merchants and products. Browsing may be both intentional and unintentional, from the consumer's perspective, and controlled or uncontrolled, on the merchant's part. A matrix proposes four different categories of searching: partnership, consumer owned, merchant owned, and no-one's land. These categories need to be taken into account when designing further research to profile browsing behaviour and to investigate the effect that it has on purchase decisions.

Relationships in the Organization of Knowledge

Abstract: Introducing a new hobby for other people may inspire them to join with you. Reading, as one of mutual hobby, is considered as the very easy hobby to do. But, many people are not interested in this hobby. Why? Boring is the reason of why. However, this feel actually can deal with the book and time of you reading. Yeah, one that we will refer to break the boredom in reading is choosing relationships in the organization of knowledge as the reading material.

Synergy and strategy in e-business

Abstract: This article explores the theme of synergy in relation to business strategy, with specific reference to e‐business. After exploring the extent to which e‐business strategy needs to be integrated with corporate and functional area strategies, the article continues the theme of synergy by viewing the extent of integration between the functions of multiple channels. Another dimension of synergy arises in the context of the supply chain. Issues such as alliances, and disintermediation and re‐intermediation contribute to the debate concerning synergy between companies. The central role of alliances in e‐business is such that businesses need to consider the concept of the virtual organisation, and the implications of strategy formulation and delivery not only within an organisation, but also across the alliances that make the virtual organisation. The article is interspersed with short case vignettes that elucidate some of the challenges for strategy and synergy.

E-Business: Principles and Practice

Abstract: From the Publisher: "This book offers an overview of key concepts in e-business at an introductory level, and is illustrated with case studies throughout. It is informed by research and practice from marketing, information technology, strategy and organisational studies." This book has been designed to develop the necessary analytical skills for students to evaluate e-business models and issues that will enable them to identify, analyse and evaluate future technologies - whatever those may be.

Information marketing in a digital world

Abstract: This article analyses the role of information in the marketing processes associated with a digital world. The distinctions between information products and goods and services are explored. The unique characteristics of information products may demand a new approach to marketing, defined as information marketing. An analysis of the different levels of product demonstrates that information is often used to augment services or goods, and that it may be difficult to delineate the category “information products”. In marketing communications, digital information can be a rich resource for organisations, consumers and communities. The multi‐faceted role of information in the virtual world has consequences for information producers, consumers and marketers. These groups need to understand the unique features of information marketing.

User behaviour in relation to electronic information services within the UK higher education academic community

Abstract: The User Behaviour Monitoring and Evaluation Framework has been established to investigate and profile the use of electronic information services (EIS) within higher education in the UK. Electronic information services are defined as: collections of information tools/products delivered to requesting users electronically, and usually computer mediated. This encompasses media of all types. This article discusses aspects of the methodology of the Framework, and preliminary findings from the first annual cycle of the Framework. Findings are based on interactions with 1500 users, including academic staff, library and information services staff, and students. Executed through three strands, the framework methodology uses an array of quantitative and qualitative approaches to lend a variety of insights into user behaviour with electronic information services, factors that encourage the use of electronic information services, and those that act as barriers to the effective integration of electronic infor...

Online kiosks: the alternative to mobile technologies for mobile users

Abstract: Online kiosks have the potential to be a significant alternative to mobile technologies in retailing, information provision and service delivery. This article describes the development and use of different types of online kiosk in contexts where users are on the move and away from fixed technologies. A case study of a major UK airport terminal is used to illustrate different types of kiosk applications. Comparisons are made with mobile phone technologies. Online kiosks have a niche in allowing access to information, services and e‐commerce technologies for all potential consumers. However, they also have a much wider role in self‐managed, self‐service delivery of information, services, goods and relationships to consumers on the move.

Electronic Public Service Delivery through Online Kiosks: The User's Perspective

Abstract: This paper reports a case study of Knowsley Metropolitan Borough's response to the UK Government's White Paper 'Modernising government' [1]. It provides unique data on user behaviour in relation to electronic public service delivery through public access kiosks and highlights some of the issues relating to the 'digital divide', the reduction of social exclusion. It offers a perspective on the uses for which customers perceive public access kiosks to be valuable and indicates barriers to kiosk use for other functions. Some of the messages reflect issues that have been debated in consumer responses to e-commerce and communication over the Internet. This is important because it suggests some consistency in the public reaction to IT-based service delivery, irrespective of the platform.