Touch Points Research Articles

Exploring the Impact of Airport Services on Passenger Satisfaction in Tanzania: A Case Study of Julius Nyerere International Airport

Satisfying passengers at the airport has been the cornerstone for airlines and airports in air transport service. This study aimed to understand the effects of airline-related quality service dimensions on overall passenger satisfaction at airports. The study intended to analyse the effect of pre-flight, in-flight, and post-flight services on passenger satisfaction at the airport. Passengers begin to interact with air transport services when booking a ticket, and airline-related service dimensions are considered part of the broader concept of airport services, which should be integrated as they overlap in satisfying passengers at the airport. Previous research focused extensively on airport-related factors but overlooked the specific impacts of airline services on overall passenger satisfaction. The study was guided by Total airport experience framework considering holistic view of passenger satisfaction. The study used a descriptive research design which targeted all international passengers travelled through Julius Nyerere International Airport at the time of conducting this study. In this regard, the study included departing and arriving passengers from Terminal III at the final lounge and baggage claim area. The Webb et al (1996) guidelines were used to determine the sample size which suggests that for population above 2,000, a sample of 1% is appropriate; The population consisted of 18,000 passengers arriving and departing at Julius Nyerere international Airport during the time of conducting survey; thus 180 passenger were selected randomly ensuring that every passenger had an equal chance of being selected. Collection of data invloved questionnaires with close-ended and open-ended questions. Descriptive analysis of collected data was conducted to summarize the main variables through utilizing the Statistical Package for Social Science (SPSS) for data analysis to obtain percentages and frequencies. The findings indicated that several dimensions of airline-related service influence passenger satisfaction: pre-flight, in-flight, and post-flight dimensions. The findings revealed that these three dimensions positively affect passenger satisfaction. For instance, in pre-flight services, respondents reported satisfaction, highlighting the crucial role of effective management of pre-flight services in determining positive initial travel experiences. High satisfaction rates were also observed for in-flight services, emphasizing the importance of onboard amenities and crew responsiveness. However, post-flight services showed areas for improvement to enhance the overall passenger experience. Additionally, the results highlighted the strategic necessity for airlines and airports to prioritize service excellence across all touchpoints of the passenger journey. Enhancing service quality and responsiveness, particularly in mishap resolution and service delivery which are crucial for maintaining a competitive advantage and fostering customer loyalty. The study concluded that passenger satisfaction is highly influenced by three primary dimensions of airline related service: pre-flight, in-flight, and post-flight dimensions. The study recommends the Airline and airport operators to focus on improving service quality delivery across all touch points of passengers journey by implementing an integrated approach such as coordinated decision making.

Health satisfaction outcome from integrated autonomous mobile clinics

Autonomous mobile clinics (AMCs) have the potential to revolutionize healthcare delivery by bringing healthcare services to patients at the order of patient’s fingertips. Particularly, AMCs can act as an essential touch point of integrated care, which is a worldwide response to the fragmented delivery of health by focusing on more coordinated and integrated forms of care provision. However, the impact of AMCs on the health satisfaction outcome effectiveness still remains unknown. In this article, in collaboration with United Family Healthcare (UFH), we study the potential effectiveness improvement of integrated care delivery through AMCs.

Data Integrity Problems in High-Volume High-Velocity Data Ingestion

In the era of bigdata, and never ending data push from IoT devices, the IT infrastructure are built to be scalable to handle the huge batch loads or continuous streaming live data. However, the big question is how can be establish the data integrity. How can we make sure no data is lost from Origin till the destination passing through numerous touch points enroute ? How can we ensure the quality with continuous inflow ? Should the inflow be suspended to perform the DQ checks? Or should it be a totally independent parallel activity. Let’s explore. Key words: Quality Data Management, Data Pipelines, AutoScalling, Large Scale Streaming Data, Performance, IoT, Data Cleansing

The Application of Social Media in Digital Marketing

Social media can quickly share and communicate while building personal and community online identities and interactive platforms. It can reach almost everyone and effectively pro-mote brands, products, and services, attract potential customers, and encourage sales. It accelerates changes in the environment shared by enterprises and consumers and shapes market behavior. Through a literature review combined with the digital marketing research framework, we classify and synthesize the relevant literature research results, analyze the critical touch points where social media has or may have a significant impact on the marketing process and marketing strategy, and propose the role of social media in the field of digital marketing—existing future research directions.

Implementing Mental Health Screening for Adolescent Hematology and Oncology Patients: A Quality Improvement Initiative.

Purpose: Adolescents and young adults (AYA) with chronic illnesses experience an increase in mental health concerns. A mental health screening (MHS) process for hematology and oncology patients was implemented in a single institution. The quality improvement project was conducted to integrate a MHS process, educate providers about the importance of mental health in this patient population, and evaluate the process. Methods: The COM-B (capability, opportunity, motivation-behavior) model for behavior change was used to inform strategic planning and Plan-Do-Study-Act (PDSA) methodologies for process improvement. Retrospective chart reviews and surveys were conducted to determine missed screening rates and providers' perceptions, knowledge, attitudes, and skills of the MHS process. Results: Of 334 eligible patient encounters, the missed screening rate was 15.0%, the overall error rate of completing the screening was 3.8%, the error rate of completing the suicide or self-harm indicator was 2.6%, and the missed medical social worker touch point was 4.8%. Conclusion: The rising rates of mental health concerns in AYA hematology and oncology patients call for streamlined MHS processes to improve the identification of patients who may need intervention and services. Processes should be tailored to workflows and available resources. Future PDSA cycles will include providing dedicated nursing education and determining the cost needed to meet the rising mental health needs of the AYA hematology and oncology population.

Abstract C058: The Impact of Preferred Language on Cancer WellBeing Screen Outcomes and Supportive Care Program Touch Points

Abstract Background: Preferred language is a potential barrier to linking patients to supportive resources. At a large health system, a Wellbeing Screen (WBS) is administered to identify needs and guide referral to the Patient & Family Support Program (PFSP). Abnormal WBS and number of PFSP physician touch points were compared among cancer patients with non-preferred English language (nPEL) vs. preferred English language (PEL). We hypothesized nPEL patients may have differing needs or provision of services. Methods: A single institution retrospective study evaluating WBS among all patients receiving ambulatory cancer care at one of 7 sites from 01/2021-12/2022 was performed. The WBS instrument assesses degree of impact for 15 wellbeing domains and is assigned to patients at each oncology-related visit if a WBS has not been completed within the last 30 days. PEL vs. nPEL patients were compared for percentage of abnormal screens defined as a response of moderate/severe impact on at least one domain. Number of touch points by PFSP physicians (Supportive Care Medicine; Rehabilitation; Psychiatry) were abstracted within 30 days after any abnormal WBS. Fisher’s exact test was used to calculate odds ratios and p-values. Results: A total of 12,642 patients were assigned at least one WBS during the study period, resulting in 56,821 assigned WBSs, of which 7,898 (13.9%) were assigned to nPEL patients. PEL patients were assigned a lower average number of WBSs compared to nPEL (4.4 vs. 5.3, p<0.001). Of all assigned WBSs, 20,191 (35.5%) were completed. Of these, 10,097 (50.0%) were abnormal with moderate/severe impact on at least one domain. WBSs completed by PEL patients had 1.42 higher odds of moderate/severe impact on at least one domain compared to nPEL (p<0.001) and higher odds of moderate/severe impact on 11 of the 15 individual domains (all p<0.01). There were 5,628 PFSP physician touch points within 30 days of the 10,097 abnormal WBS. The most frequent touch points were provided by Supportive Care Medicine (55.5%), followed by Rehabilitation (29.2%) and Psychiatry (15.4%). The nPEL group had 0.34 lower odds of having any PFSP physician touch point (p<0.001) and a lower average number of PFSP physician touch points (8.4 nPEL vs 16.5 PEL, p<0.001) compared to the PEL group. nPEL had significantly lower odds of having a touch point provided by Rehabilitation (OR 0.44) and Psychiatry (OR 0.33), but significantly higher odds of having a touch point provided by Supportive Care Medicine (OR 3.01) (all p<0.001). Conclusion: WBSs completed by PEL had higher odds of identifying moderate/severe impact on at least one wellbeing domain. The nPEL group had fewer PFSP physician touch points and differing odds of services from PFSP physicians compared to the PEL group. These differences may be due to bias in the screen, differences in understanding the value of services (ie., due to language barriers or cultural perception), or referral patterns. Further evaluation of non-physician PFSP services, such as Social Work, Clinical Nutrition, and Spiritual Care, is ongoing. Citation Format: Justin Kim, Scott Irwin, Kevin Tsang, Hongyu Liu, Nicholas Tatonetti, Margaret Liang. The Impact of Preferred Language on Cancer WellBeing Screen Outcomes and Supportive Care Program Touch Points [abstract]. In: Proceedings of the 17th AACR Conference on the Science of Cancer Health Disparities in Racial/Ethnic Minorities and the Medically Underserved; 2024 Sep 21-24; Los Angeles, CA. Philadelphia (PA): AACR; Cancer Epidemiol Biomarkers Prev 2024;33(9 Suppl):Abstract nr C058.

Design and Implementation of Touch Display Accuracy Optimization Software Based on Deep Learning

This paper mainly introduces the touch display accuracy optimization software based on convolutional neural network to enhance the touch accuracy of the smart board system. Convolutional neural networks are used to train touch data, which enables the software to automatically correct the position of touch points and reduce touch bias. The system architecture includes a data acquisition module, a deep learning model training module, and a touch accuracy optimization module, which is expected to be applied to more fields with the continuous application and development of technology. On the whole, the launch of the software provides a new technical way to realize the smart board book system.

Determinants of customer buying behaviour in omnichannel retailing: a systematic literature review and future research directions

PurposeAdvances in digital technologies and the growing number of touch points have had a significant impact on the shopping behaviour of omnichannel customers. Several research papers have explored different facets of omnichannel, but only a few have thoroughly explored the literature on showrooming and webrooming simultaneously. This paper aims to identify the key groups of antecedents influencing customer buying behaviour in omnichannel, under the influence of digital technologies, with a particular focus on showrooming and webrooming.Design/methodology/approachOur study conducted a systematic literature review to identify the factors influencing customers’ buying behaviour in omnichannel, which have been the subject of academic discussion over the last decade. We finalized 149 articles for the thematic analysis and identified three groups of antecedents: channel-related, product-related and consumer-related with their subgroups.FindingsUnder channel-related antecedents, cost and perceived benefits, search convenience, need for interaction and situational circumstances have been identified as major attributes. The expressiveness of the product, product demonstration and search and experienced products have been identified under product-related antecedents, followed by price consciousness, past experiences, perceived risks and shopping motivations as leading attributes under consumer-related antecedents. The study revealed the multifaceted influence of digital technologies on omnichannel buying behaviour. Digital technologies are shaping the antecedents related to channels, products and consumers. Digital technologies simultaneously mediate between antecedents and the selection of a specific path within an omnichannel environment. Showrooming and webrooming should no longer be seen as general concepts. The rise of digital technologies has led to the development of new consumer journey patterns and the blurring of distinctions between showrooming and webrooming. A conceptual framework has been proposed to understand consumers' omnichannel behaviour, having considered the identified antecedents and the role of digital technologies.Practical implicationsThis study advances the academic understanding of consumer behaviour in omnichannel under the influence of digital technologies and provides important implications for omnichannel management. With the advancement of digital technologies such as augmented reality and virtual reality, retailers should implement channel integration strategies to bridge the gap between online and offline channels, providing a memorable shopping experience for omnichannel customers.Originality/valueThis study is unique because it identifies and analyses the antecedents of consumer behaviour in omnichannel settings under the influence of digital technologies. It also uncovers new potential combinations of showrooming and webrooming patterns. The proposed framework can help retailers in their future planning of omnichannel strategies.

Optimizing Retail Pharmacy Success: The Role of Multichannel Marketing Strategies

This study focuses on the effect of multichannel marketing communication in retail pharmacies to establish customer satisfaction in a world experiencing the digitalization of health sectors. The objective of the study is to understand customer acquisition and retention practices, the role of online and offline integrated communication, and the extent of customer preference for various marketing communication channels. As part of the study, the quantitative analysis of the publications included in the review was made using articles and reports published from 2014 to 2024. The review was conducted on the aspects of marketing using multiple channels in retail pharmacy and the healthcare-associated fields. The studies identified that comprehensive communication channel enhancement policies positively affect the generation of revenues, reduction in costs, and information delivery schedules in pharmaceuticals. Depending on the channel, consumers’ needs and wants differ, and there is success in personalizing and presenting reasonably logical thoughts to people. Synchronicity of online and offline communication effectively increases the customers’ power, trust, and satisfaction. E-marketing has always been significant in enhancing customers’ touch points, which is why digital transformation is vital. This study further supports the fact that multichannel marketing is mandatory for the success of a retail pharmacy in the prevalent, highly competitive environment. The implementation also presupposes knowledge of consumer differences, the synergy of online and offline contacts, the emphasis on personalization, and fast adaptation to the changing technological environment, but often within the framework of severe legislation.

The audience journey funnel is dead — use a playground instead

The funnel is not representative of the audience journey. It is a retrospective measurement tool, not a forward-looking strategy tool. This paper shows how, as marketers, we need to think holistically about the journey, making it seamless and delightful. It is no longer about rushing people to a purchase with as few touch points as possible, it is about allowing them to choose their own path in a way that helps them reach their destination. This paper analyses the pitfalls of the traditional funnel when creating content strategy, and why a playground is more representative of the audience journey; how to use content depths, intent and time horizons to effectively create and distribute content; and how to map assets and channels to build a seamless, delightful and helpful playground for their audience.

Data enrichment and customer insights for hyper-personalised experiences: An automotive case study

In our increasingly interconnected world, companies are seeking to connect with their customers through multiple touch points, both offline and online. For companies specialising in products and services, success is no longer about gaining one-time momentum but rather about creating deeply personalised interactions with customers along their purchase journey. Meeting the customer’s needs requires providing them with the right information at the right place and the right time. This paper argues that those companies that are collecting and enhancing consumer data will find themselves developing the most effective targeting strategies. The paper examines how data enrichment plays an integral part in providing a better customer experience and why hyper-personalisation should be at the core of your commercialisation strategy. By way of illustration, the paper describes how Tesla Motors embarked on a programme of data enrichment and personalisation. The paper concludes with key takeaways for companies looking to achieve sustainable engagement in a rapidly evolving digital landscape.

Linkage facilitation for opioid use disorder in criminal legal system contexts: a primer for researchers, clinicians, and legal practitioners

At the intersection of drug policy, the opioid crisis, and fragmented care systems, persons with opioid use disorder (OUD) in the United States are significantly vulnerable to contact with the criminal legal system (CLS). In CLS settings, provision of evidence-based treatment for OUD is variable and often secondary to punitive approaches. Linkage facilitation at every touch point along the CLS Sequential Intercept Model has potential to redirect persons with OUD into recovery-oriented systems of care, increase evidence-based OUD treatment connections, and therefore reduce CLS re-exposure risk. Research in this area is still nascent. Thus, this narrative review explores the state of the science on linkage facilitation across the varied CLS contexts, including general barriers, facilitators, and opportunities for using linkage facilitation for OUD treatment and related services. Following the CLS Sequential Intercept Model, the specific CLS contexts examined include community services, police encounters, the courts (pre- and post-disposition), incarceration (pre-trial detention, jail, and prison), reentry (from jails, prisons, and unified systems), and community supervision (probation and parole). Examples of innovative linkage facilitation interventions are drawn from the Justice Community Opioid Innovation Network (JCOIN). Areas for future research and policy change are highlighted to advance the science of linkage facilitation for OUD services in the CLS.

Recruitment and retention of pediatric participants for pandemic preparedness research: Experience from the PREMISE EV-D68 Pilot Study

Recruitment and retention are challenges for prospective pediatric cohort studies, particularly those involving serial venipunctures. We investigated factors underlying enrollment and retention in the Pandemic Response Repository through Microbial and Immune Surveillance and Epidemiology (PREMISE) Enterovirus D68 (EV-D68) Pilot Study, a multicenter prospective longitudinal cohort study assessing the utility of immunologic surveillance for pandemic preparedness. This study enrolls children ≤10 years for two blood draws, pre- and post-EV-D68 season, separated by 6–18 months. Overall, 174 children were enrolled in Cohort 1 of the study and 120 (69 %) of children completed the study, with follow-up blood samples obtained from 101 (58 %) of participants. Families were primarily motivated to participate by a desire to help other children, advance science, and better prepare for the next pandemic. Adding research blood draws to clinically indicated blood draws improved enrollment, and multiple study touch points facilitated retention. These findings can be applied to improve recruitment and retention in future pandemic preparedness efforts and longitudinal pediatric cohort studies.

AttX: Attentive Cross-Connections for Fusion of Wearable Signals in Emotion Recognition

We propose cross-modal attentive connections, a new dynamic and effective technique for multimodal representation learning from wearable data. Our solution can be integrated into any stage of the pipeline, i.e., after any convolutional layer or block, to create intermediate connections between individual streams responsible for processing each modality. Additionally, our method benefits from two properties. First, it can share information uni-directionally (from one modality to the other) or bi-directionally. Second, it can be integrated into multiple stages at the same time to further allow network gradients to be exchanged in several touch points. We perform extensive experiments on three public multimodal wearable datasets, WESAD, SWELL-KW, and CASE, and demonstrate that our method can effectively regulate and share information between different modalities to learn better representations. Our experiments further demonstrate that once integrated into simple CNN-based multimodal solutions (2, 3, or 4 modalities), our method can result in superior or competitive performance to state-of-the-art and outperform a variety of baseline uni-modal and classical multimodal methods.

Developing Customer Loss Function for Door Opening Angle in Passenger Cars: Balancing the Ergonomic Performance between “Entry/Exit (Ingress/Egress) Accommodation” and Door Reachability

<div>Occupant packaging is one of the key tasks involved in the early architectural phase of a vehicle. Accommodation, as a convention, is generally considered related to a car’s interior. Typical roominess metrics of the occupant like hip room, shoulder room, and elbow room are defined with the door in its closed condition. Several other roominess metrics like knee room, leg room, head room, and the like are also specified. While all the guidelines are defined with doors in their closed condition, it is also important to consider the dynamics that exist while the occupant is entering the vehicle. This article expands the traditional understanding of occupant accommodation beyond conventionally considering the vehicle interior’s ability to accommodate anthropometry. It broadens the scope to include dynamic conditions, such as when doors are opened, providing a more realistic and practical perspective. As a luxury car manufacturer, it is important to ensure the best overall customer experience at each touch point of the vehicle. When the customer enters the vehicle, there should be sufficient space provided by the door opening angle for a comfortable entry. The larger the opening angle, the better is the “entry accommodation” and vice versa. However, a wide-open door also necessitates the customer to bend more, after being seated, to reach its handle and close it. Thus, it becomes a compromise between what is possible as accommodation while the customer is entering the vehicle and how easy it is to close the door after being seated. The same logic holds good while the customer opens the door and exits the vehicle. This article aims to develop a customer loss function (CLF) between the two conflicting criteria by considering relevant anthropometric distribution of customers. This study focuses on driver compartment and the methodology developed is also pertinent to rear compartment with minor adaptations. Since driver’s seating position is heavily dependent on anthropometry, finer details of occupant seating position are also considered in this study. CLF developed in this article will help the designer and packaging engineers in making informed decisions on the door opening angle, by being conscious of the customer loss/gain for defined performance metrics.</div>

Analysis of the Influence of MyTelkomsel App as a Digital Touch Point on Digital Business Performance at PT. Telkom Indonesia

Analysis of the Influence of MyTelkomsel App as a Digital Touch Point on Digital Business Performance at PT. Telkom Indonesia

Adversarial Machine Learning in Industry: A Systematic Literature Review

Adversarial Machine Learning (AML) discusses the act of attacking and defending Machine Learning (ML) Models, an essential building block of Artificial Intelligence (AI). ML is applied in many software-intensive products and services and introduces new opportunities and security challenges. AI and ML will gain even more attention from the industry in the future, but threats caused by already-discovered attacks specifically targeting ML models are either overseen, ignored, or mishandled. Current AML research investigates attack and defense scenarios for ML in different industrial settings with a varying degree of maturity with regard to academic rigor and practical relevance. However, to the best of our knowledge, a synthesis of the state of academic rigor and practical relevance is missing. This literature study reviews studies in the area of AML in the context of industry, measuring and analyzing each study’s rigor and relevance scores. Overall, all studies scored a high rigor score and a low relevance score, indicating that the studies are thoroughly designed and documented but miss the opportunity to include touch points relatable for practitioners.

Pressure-Induced Exciton Formation and Superconductivity in Platinum-Based Mineral Sperrylite.

We report a comprehensive study of Sperrylite (PtAs2), the main platinum source in natural minerals, as a function of applied pressures up to 150 GPa. While no structural phase transition is detected from pressure-dependent X-ray measurements, the unit cell volume shrinks monotonically with pressure following the third-order Birch-Murnaghan equation of state. The mildly semiconducting behavior found in pure synthesized crystals at ambient pressures becomes more insulating upon increasing the applied pressure before metalizing at higher pressures, giving way to the appearance of an abrupt decrease in resistance near 3 K at pressures above 92 GPa consistent with the onset of a superconducing phase. The pressure evolution of the calculated electronic band structure reveals the same physical trend as our transport measurements, with a non-monotonic evolution explained by a hole band that is pushed below the Fermi energy and an electron band that approaches it as a function of pressure, both reaching a touching point suggestive of an excitonic state. A Lifshitz transition of the electronic structure and an increase in the density of states may naturally explain the onset of superconductivity in this material.

A Review on Soft Ionic Touch Point Sensors

A touch sensor is an essential component in meeting the growing demand for human‐machine interfaces. These sensors have been developed in wearable, attachable, and even implantable forms to acquire a wide range of information from humans. To be applied to the human body, sensors are required to be biocompatible and not restrict the natural movement of the body. Ionic materials are a promising candidate for soft touch sensors due to their outstanding properties, which include high stretchability, transparency, ionic conductivity, and biocompatibility. Here, this review discusses the unique features of soft ionic touch point sensors, focusing on the ionic material and its key role in the sensor. The touch sensing mechanisms include piezocapacitive, piezoresistive, surface capacitive, piezoelectric, and triboelectric and triboresistive sensing. This review analyzes the implementation hurdles and future research directions of the soft ionic touch sensors for their transformative potential.

Collaboration Practices for the Cybersecurity of Supply Chains to Critical Infrastructure

This work describes the collaboration practices of a community of interest in the UK that brings together cybersecurity professionals with a shared interest in improving supply chain cybersecurity for Operational Technology (OT) environments. This research emphasizes the need for collective responsibility between organizations and provides a set of principles for adopting a code of practice and partnership approach to supply chain cybersecurity. This work has enabled cybersecurity experience from several critical infrastructure sectors, including energy, rail, aviation, water, health, and food, to analyze the uptake and practical use of existing supply chain guidance, identifying gaps and challenges. The community has examined touch points with the supply chain and identified improvements related to the communication of cybersecurity requirements, technical and commercial engagement between customers and suppliers, and in the tailoring of implementations towards operational technology contexts. Communicating the context of securing cyber-physical systems is an essential perspective for this community. This work exemplifies a partnership framework and is translating experiences into useful guidance, particularly for OT systems, to improve cybersecurity levels across multiple contributors to critical infrastructure systems.