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The following topics were dealt with: cooperation technologies and knowledge management for e-services; customer relationship management; data analysis and empirical studies for service systems; design and management of knowledge systems for service; design and management of manufacturing systems; forecasting, pricing, inventory control and lot sizing; hospital and health care systems; information...
The research is intended to apply the two-factor theory that focuses on inner employees' satisfaction of a firm to external customers' satisfaction with the service guarantee for online stores. Content analysis is used to identify the hygiene items and motivation items of service guarantee by analyzing feedbacks from customers about the services based on the service guarantee items collected from...
To reconsider the current mass production paradigm and to make products have more added values, we need new engineering methods to focus on services, rather than just functions, called "service engineering". Service engineering aims to provide practically usable design methods for service. Until now, we proposed models and description methods for service and offered a prototype of service...
Manufacturers need to supply services more than materialized products to customers in 21st century. In order to achieve engineering design for services, we propose a novel engineering discipline, "service engineering". Target of engineering design turns customer's value in service engineering rather than physical products. We define a service as an activity between a service provider and...
In this paper, we present the first results of a study of a healthcare network, RPM ("Reseau Pole Memoire" in French, which means memory pole network). For one year and a half, we have attempted some meetings and have analyzed the retranscriptions with an original theoretical framework: the theory of symbolic communicational transactions. This analysis allows us to define the nature of discussions...
Libraries are places to share and to exchange information. As well, e-libraries can facilitate information access to digital documents and then improve knowledge exchanges and social interaction between members of communities on the Web. This article presents AnT&CoW (annotation tool for collaborative work), an annotation plug-in. Its design is based on scenarios. AnT&CoW supports discussions...
Knowledge management has become increasingly critical for the success of companies in this emerging era of e-commerce. As business activities increasingly shift to the Web, the challenge facing corporate management is maintaining competitive advantage by building strong relations with employees, customers, and suppliers and partners. A good knowledge management strategy can help achieve this goal...
This research indicates how information retrieval activity is a social process helping to create a network of organizational expertise. After describing knowledge management practices in a research and development laboratory we propose a four steps model: information retrieval, caring (social support), negotiation, and reification. Built upon information retrieval activities, this model either triggers...
The concept of information retrieval (IR) could be extended towards an open information retrieval (Open IR) approach. Open IR gives users a wider range of access methods when retrieving business objects (e.g. projects, products, skills, people, deliverables...) using Web applications. Open IR is based on the concept of the "entity", as defined in the hypertopic model. The hypertopic model...
Researches on psychological empowerment most have been done on employee empowerment in organization. Some scholars explored disabled patient empowerment in hospital, but less have been done in normal services, empirical studies in this field are seldom. Based on literature review and depth interview, the authors proposed a casual model of the relationship between customer empowerment and service evaluation,...
Perfect knowledge of the installed base of their products has high value for any manufacturer. This information is not only useful for strategic marketing and future product planning but also for immediate product sales and service. In slow growth economic cycles and with increasing pressure to boost margins product related services are increasingly important. Delivering the right service in a cost-effective...
With the intensified competition and the changing roles of customers from passive purchasers towards active buyers, co-producers, co-creator of customer value and co-developer of core competences of firms, both managers and scholars tend to view customers as strategic asset. The research addresses three questions: 1) Why are some firms more customer asset oriented than others? 2) What effect does...
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