Technology-based Services Research Articles

Drivers of technology readiness and motivations for consumption in explaining the tendency of consumers to use technology-based services

This study aimed to identify the way in which the optimism and innovativeness of consumers (drivers of technology readiness) affect their tendency to use technology-based services, an area that merits additional research. The study was conducted in two phases in Quito, Ecuador. In the first phase, three services were selected to be studied: online shopping, online banking, and online music streaming. In the second phase, the hypotheses were tested with a random sample of 754 adults. The results were consistent in the three structural equation models (one for each service). Optimism acts indirectly, through the mediation of hedonic and utilitarian motivations. Innovativeness acts through a similar indirect channel, but it also acts directly. One of the marketing implications of this study is that simply concentrating on consumer attitudes towards technology is not enough, since it is necessary to consider their indirect effects on the tendency to use a service.

Innovation community and content providers' new service development performance in technology-based service ecosystem

PurposeThis paper investigates the paths through which innovation community affects content providers' new service development (NSD) performance in technology-based service ecosystem and contingency factors exist in the paths.Design/methodology/approachThe research model is built based on service-dominant (S-D) logic, exploring the relationship among innovation community, content providers' knowledge acquisition and content providers' NSD performance as well as the moderating role of content providers' technology readiness and content providers' complexity. Using survey data collected from 386 content providers of selected open network platforms in China, this study finds broad support for the proposed research model.FindingsThe findings of this paper reveal that content providers' tacit knowledge acquisition from users plays a mediating role between the innovation community and new service ratings. Content providers' technology readiness plays a positive moderating role in the relationship between innovation community and their explicit or tacit knowledge acquisition. Content providers' task complexity negatively moderates the effects of their explicit knowledge acquisition from users on new service volumes or ratings, but positively moderates the effects of tacit knowledge acquisition from users on new service volumes or ratings.Originality/valueThough extant literature highlights the importance of knowledge acquisition in NSD performance, few studies explore the antecedents of content providers' knowledge acquisition from users and the paths through which these antecedents affect content providers' NSD performance. Moreover, boundary conditions exist in the process of improving NSD performance are generally ignored in previous literature. With the lens of S-D logic, this paper explicates how content providers of different technology readiness and different task complexity enhance their new service volumes and ratings through acquiring explicit and tacit knowledge from users in innovation community. Adopting S-D logic from marketing area to NSD area, this paper not only enriches the theoretical accumulations of antecedents and boundary conditions of content providers' NSD performance but also offers insights for content providers and users on how to synergistically advance NSD activities and co-create value in the technology-based service ecosystem.

Header Bidding as Smart Service for Selling Ads in the Digital Era

Header bidding refers to an innovative, smart service for online advertising. It facilitates concurrent, automatic real-time bidding for ad spaces on online publishers’ websites and thereby supports online publishers’ in their efforts to tackle Google’s dominance in the online advertising market. Interdisciplinary service science research on the opportunities and challenges of smart header bidding services is still scarce. To this end, we analyze a comprehensive dataset, covering header bidding solutions and connected supply-side platforms, for the top 20 German website publishers. We carve out requirements for establishing header bidding as a successful smart service in the digital arena and offer some guidance on how to design and take advantage of header bidding services for monetizing publishers’ online content. We further suggest that publishers must monitor rising header bidding substitutes, such as Google’s exchange bidding, to secure sustainable value creation from header bidding as technology-based service transformation in the digital world.

Value co-production made easy: the role of fantastical thinking

Purpose The purpose of the paper is to investigate the role individual fantastical thinking (FT) plays in increasing the returns of value co-production by using technology-based services (TBSs). Design/methodology/approach This research combines 3 laboratory experimental studies with a survey, collecting data from 373 participants in total. An ad hoc customization Web-based tool – TBS - was created for the purpose of the studies. Findings FT increases the outcomes of value co-production via a chain reaction, as follows: FT increases the perceived ease of value-production; perceived ease of value coproduction increases enjoyment; enjoyment increases a broad range of key outcome variables of value co-production, namely, attitude and purchase intention toward the co-designed products; the number of interactions and time of interaction in the value co-production process, which measure its efficiency; expert perceived quality and novelty of the co-designed products; ordinary perceived quality and novelty, satisfaction and willingness to pay for the co-designed products. Research limitations/implications The procedure to activate FT requires relatively long training for participants, which might reduce the applicability of the procedure in other settings. Practical implications This study suggests a way to prevent failures in value co-production at the design stage mediated by TBSs. The proposed framework supports a decrease in task complexity for the consumer, thus reducing the stress experienced by participants. As a side effect, this study presents a useful framework to better highlight the benefits and costs associated with value co-production, thus making the return on investment measurement easier to perform. Originality/value The relevance of the findings to existing marketing literature lies in the advancement of knowledge related to value co-production processes by introducing the role of FT, a cognitive process designed specifically for consumer research and marketing.

Technology-Based Solutions to Improve Management of COVID-19: A Call for More Utilization in Iran.

The article's abstract is no available.

QUALITY PERCEPTION OF ISLAMIC HIGHER EDUCATION INSTITUTION SERVICES: Experience of International Students

This study aims to formulate a special dimension of service quality in Islamic higher education institutions in shaping Islamic culture according to the perceptions of international Muslim students. Using a quantitative approach with exploratory factor analysis, it involved 100 international Muslim students taken from multi-stage proportionated stratified random sampling (probability sampling). The results showed that based on the experience of international Muslim students, the service quality of Islamic higher education institutions included the dimensions of teaching staff competencies, administrative staff competencies, Islamic environment, physical facilities and information technology-based services, all of which can work together in shaping Islamic culture. To support the vision of the internationalization of Islamic higher education institutions, managers must pay attention to these dimensions as a representation of the quality of service felt by international Muslim students to meet their expectations during their studies at Islamic higher education institutions in Indonesia.

Classification of E-Service in Indonesia

E-service consists of various actors. Today, there is a wide range of actors involved. Public, private, and government connected in such complex way to create the e-service world we know today. However, the broad and complexity of the environment raises challenges for policy makers and regulators, such as tax. Until now, there is no tax regulation that specifically regulates trading activities using information technology, also known as an e-service. It operates globally without physical boundaries of a nation. However, rules can be different among nations. The initial step to make these rules is the classification of types of services using information technology, based on the business actors involved. Lack of classification raises problems, such as overlapping business segmentation, which may lead to inaccurate classification of the treatment. That is why a complete classification of e-service is needed. This study proposes a classification of e-service based on provider of the service, origin of goods and service, and the destination of goods and services in Indonesia. Research data obtained through literature studies and surveys of information technology-based service provider sites. We propose 27 categories of e-business classification, which can be used further, such as to cluster business and as a basis for regulation.

Layanan Penelusuran Kompleks Berbasis Teknologi Informasi di Perpustakaan

The purpose of this research is to describe complex search services at the IAIN Purwokerto Library related to information technology, where search uses a search tool in the form of computers and networks. Based on several studies of users in the IAIN Purwokerto library, the library developed its services. Using descriptive method, with a source of complex search service form data in 2017-2019. As a result, the development of information technology is coloring the provision of new services, such as bookless library services, e-library services that can be installed via playstore on android devices, international journal services by subscribing to proquest, etc. Librarians are also required to master technology by providing information technology-based services, in this case complex search services. IT-based complex search services are carried out by integrating all digital services in the library to provide answers to the information needs of users.Keywords: service development, complex search service, digital services, information technology, online search

Development of a classification framework for technology based retail services: a retailers’ perspective

ABSTRACT The purpose of this study is to identify different types of technology-based retail services (TBRS) for brick and mortar environments and analyze them by developing a framework that can be used to classify TBRS in respect of their dimensions, categories and category elements. The research design is twofold. First, this study conducts a systematic literature review to identify a relevant body of various TBRS in scientific literature. Second, it uses grounded theory as a method to analyze the identified TBRS from part one, in order to expose TBRS classification dimensions for developing a classification framework. This study identified 35 TBRS from 124 peer-reviewed articles, published worldwide between 2003 and 2019. It shows that TBRS can be classified along four dimensions: (1) participant issues, (2) technology issues, (3) information issues, and (4) intended purposes. The findings indicate that the majority of TBRS has technology-generated customer contact and is a fixed in-store totem with a low task complexity. Most TBRS enhance customer experience or improve store management. This study addresses a significant and on-going change in retailing. It provides insights into the TBRS market and offers an analytical classification framework to take TBRS to pieces, showing their elements and purposes. The framework can both guide future research and aid retail practitioners in analyzing TBRS.

2191-PUB: Challenging the 50%/50% Basal/Bolus Insulin Ratio Rule: Have We Been Wrong? A Cross-Sectional Study

There is a generally-held belief that the ratio between basal and bolus insulin requirements in patients using insulin therapy should be 50%/50%. Yet, it appears this belief was based on a small study with healthy individuals, which may not be applicable to patients with insulin deficiency. To assess the validity of the rule we followed patients with type 2 diabetes treated with basal-bolus insulin therapy that has been frequently adjusted by a technology-based titration service. To keep glycemia stable, the service adjusts insulin dosage at least weekly and thus treatment closely tracks insulin requirements. We performed a cross-sectional study, accumulating data on N=306 patients over an average±SD period of 3.4±1.7 years. Insulin titrations occurred every 6.8±1.5 days to enable HbA1c maintenance at 7.2±0.7%. In 74.8% of the patients the average basal insulin fraction was less than 50% of total daily dose of insulin, and in about a third it was less than 38% (Figure). Additionally, the basal fraction did not remain stable in each patient over time (Figure). In 79.7% of the patients, it changed more than 20% and in 50% more than 29.8% (e.g., basal fraction changes in a single patient would range between 20% and 50% over time). In patients with type 2 diabetes treated with insulin, basal-bolus ratio is not 50%/50% and it changes over time. Thus, this ratio should not be used as a treatment guide. Disclosure I. Hodish: Stock/Shareholder; Self; Hygieia. M. Willis: Employee; Self; Hygieia. S. Sritharan: None. E. Bashan: Employee; Self; Hygieia. Stock/Shareholder; Self; Hygieia.

Mobile Apps Use and WOM in the Food Delivery Sector: The Role of Planned Behavior, Perceived Security and Customer Lifestyle Compatibility

This research examines the phenomenon of food delivery services from the mobile app user’s perspective and how consumers’ lifestyles are changing because of the convenience provided by the apps. By means of an online survey targeted at US food delivery app customers, our study analyzes the main motivations that lead them to use and recommend these technology-based services. The results of the study revealed that some of the theory of planned behavior model variables (i.e., attitude toward the behavior, subjective norms), influence customer use and word-of-mouth (WOM) intentions. Security influences intention to spread WOM, whereas customer lifestyle compatibility influences intention to use the food delivery apps. A post hoc analysis revealed that perceived control is only important for older customers, who need to perceive that they control the apps before they will recommend them to other customers. The findings of the study are discussed and contrasted with previous research in the field. The managerial implications derived from the findings provide practical guidance for food delivery app companies. Further research avenues are suggested to encourage scholars to continue investigating the challenge of the diffusion of mobile apps in the food delivery and related sectors.

A patent-based approach for the identification of technology-based service opportunities

One of the most crucial activities for new technology-based service development is an opportunity identification. Previous studies have mainly been customer-centered, lacking data and quantitative methodologies. This study proposes a new approach to identify technology-based service opportunities based on business method patent analysis. First, patent co-classification analysis is applied to construct interrelationship matrices. Second, the analytic network process is employed to derive the priorities of technology-based services. Third, data envelopment analysis window analysis is conducted to calculate the importance and its increase rate of technology-based services. Finally, a portfolio map is constructed to identify and manage opportunities for technology-based services. A case study of mobile services is performed to provide the operation of the proposed approach. It is expected that proposed approach could help planners of technology-based service firms to reduce the uncertainty in the fuzzy front-end stage of new technology-based service development.

Looking through the Perceptions of Blinds: Potential Impacts of Connected Autonomous Vehicles on Pedestrians with Visual Impairment

The paper investigates the impacts and barriers posed by connected autonomous vehicles (CAVs) for pedestrians with visual impairment. This study uses a customized web-based survey of visually impaired people from Canada and abroad. Collected data are used to estimate econometric models to identify the critical factors that affect the level of trust in CAVs and the preference for using CAVs from the visually impaired individuals’ perspective. Separate models are estimated for Canadian and non-Canadian samples, as Canadian and non-Canadian participants show some differences in perception and positive attitude towards CAVs. The models reveal that the majority of the respondents prefer to get feedback and alerts from CAVs. Congenitally blind Canadians are less likely to trust CAVs, but non-Canadian congenital blinds tend to trust CAVs. The models also indicate that the respondents who experienced being near an accident with an electric vehicle (EV) are less likely to choose CAVs. Respondents who rely on mobile applications and technology-based devices for navigating purposes tend to trust CAVs. Blind people who rely on conventional navigation tools (e.g., white cane, guide dog, etc.) are less likely to be the users of CAVs. Gender effect is visible, as the female participants tend not to trust CAVs. In relation to policy recommendations, subsidies should be provided to various advocacy groups to offer orientation and mobility (O&M) training services, which are pivotal to educate how to use technology-based navigational services. Also, automobile manufacturers should be enforced to add acoustic vehicle alert systems (AVAS) to both EVs and CAVs.

The Application of e-Court as an Effort to Modernize the Justice Administration in Indonesia: Challenges & Problems

The Industrial Revolution 4.0 was an era marked by the carrying out of various technology-based human activities as a result of the transformation of life. This revolution has penetrated into various sectors of life, including the rule of justice. In order to face this revolution, the court is demanded to be able to provide legal services electronically through an application called e-Court. This application is an embodiment of The Electronic Justice System which has become a commitment of the Supreme Court of the Republic of Indonesia with the aim to synergize the role of information technology and procedural law. The presence of e-Court is expected to be able to overcome various problems in the Indonesian judicial process, such as the resolution of disputes that are running slowly, less responsive courts, and expensive judicial costs. Juridically, Law Number 48 of 2009 contains judicial principles. As stated in the law, cases submitted to the court must be resolved quickly, simply, and at a low cost. This means that the whole judicial process must be carried out with regard to effectiveness and efficiency in order to overcome obstacles in the justice administration. Thus, the presence of e-Court is expected to overcome various problems in the administration of justice with technology-based services. These services include online case registration, online case fee down payment, online party summons, and electronic trials. Therefore, this paper intends to describe the problems and challenges e-Court application in an effort to face the industrial revolution 4.0 in Indonesia.

Perception, Adoption, and Pattern of Usage of FinTech Services by Bank Customers: Evidences from Hojai District of Assam

With the advent of technology, banking and financial services have widened their scope. India achieved FinTech adoption rate of 87 percent as against the global average of 64 percent mostly contributed by FinTech startups aiming for providing access to financial services even in the remotest areas. Realizing the potential of FinTech to contribute toward financial inclusion and stability, the Governments have taken requisite steps toward digital transformation and promote FinTech ventures. In order to meet the customers’ needs, collaborative moves with FinTech firms have been initiated by financial institutions as well. This article aims to investigate the relationship between different demographic profiles, the adoption of FinTech services, the perception, user pattern, and constraints faced by the bank customers in using FinTech services. The results based on survey of 215 respondents reveal significant association between usage of FinTech services and different demographic profiles. However, the awareness and use of such services is found more among millennials and generation Z as compared with generation X and baby boomers. While the FinTech companies gained the popularity in payment space, it is observed that misconception is an important factor that hinders the growth of technology-based services among respondents.

A Survey of the Mobile Phone-Based Interventions for Violence Prevention Among Women

Information Communication Technologies (ICT), particularly mobile phone technology, has increased the propinquity between individuals by enhancing their ability to frequently communicate with one another through different mediums, like text, audio, video, and emojis. Cell phone technology is being used to combat various social issues, including several public health-related problems such as violence against women. Over the past two decades several cellphone-based apps, including Circle of 6, MyPlan, Panic Button, and Aspire News have been developed in several countries to prevent violence against women. Anecdotal evidence suggests that these apps are effective both as violence prevention and as an intervention tool in public as well as private spaces. However, very little awareness exists among social workers about these mobile phone applications (apps), particularly the capabilities and limitations of these apps. Based on a brief survey and classification of the existing mobile phone apps designed to prevent violence against women, this paper aims to explain how these apps work, and point out their capabilities and limitations so that social workers and public health professionals can better guide their clients in using these technology-based services. It is highly recommended that social workers evaluate how their clients are affected by the use or non-use of violence prevention apps and advocate for their client’s right to digital literacy and internet access.

Effects of smart city service channel- and user-characteristics on user satisfaction and continuance intention

PurposeSmart city services (SCS) in contrast with other technology-based services, demand significant interaction and collaboration between the users and the service providers. This study examines the SCS delivery-channel characteristics and the users' personal (behavioral and demographic) characteristics that influence their satisfaction or dissatisfaction with the services, as well as their intention to adopt (i.e. continue using) the SCS-delivery channels.Design/methodology/approachA quantitative study using a structured questionnaire was conducted for this paper. The data-collection method was administered by emailing the survey to a list of 2,350 city/urban residents who are members of the two largest universities in the greater Dubai metropolis. A total of 600 completed responses (26 percent) were received back, while 580 useable responses (25 percent) were analyzed for this paper.FindingsOur initial findings suggest that contrary to popular belief, it is not only SCS channel factors that influence user satisfaction and continuance intention. SCS users' personal characteristics (such as their user innovativeness and control-seeking behavior) are also pivotal in determining their satisfaction and intention to continue or not continue using the SCS-delivery channels.Research limitations/implicationsThe paper argues that both SCS channel factors and SCS users' personal characteristics jointly influence the users' experience of the services and therefore jointly determine their satisfaction with the service as well as their SCS usage continuance intention. The result of our research gives important insights into users' behaviors toward the emerging SCS channels in general, and it will be of great value to architects and designers of Smart City technologies around the world.Practical implicationsThe paper argues that both SCS channel factors and SCS users' personal (behavioral and demographic) characteristics jointly influence the users' trials of the services, and therefore jointly determine their satisfaction with the service as well as their SCS usage continuance intention. The result of our research gives important insights into users' behavioral intentions toward the emerging SCS channels in general; and it will be of great value to architects and designers of Smart City technologies around the world.Originality/valueThis paper is one of the first few studies focused on investigating the antecedents of SCS usage behaviors in the Middle Eastern region.

Retooling GSM-based Services to Link Rural Farmers with Knowledge Experts

Information is one of the most important elements that support the agriculture industry today. ICT-based information systems such as social media, websites, multimedia, mobile apps and other technology driven initiatives were initiated by organizations to disseminate knowledge products. However, with most third world country’s poor ICT infrastructure furthered by the involvement of technology deprived users, an ICT tool to share information has to be chosen well noting its availability, applicability and practicality for the common end-users. This quantitative research explores and establishes the use of GSM-based services for its potential role as an alternative communication and information sharing/access tool for both rural farmers and knowledge experts such as the academe. It is a fact that basic or traditional way of texting and voice calls have been in use in the past decade as communication tool. However, this study’s aim is to establish a theoretical GSM-based model framework that integrates new technological and management features to upscale this service thus, the term “retooling”. The result of this study will be the basis of the actual implementation of the framework as the succeeding part of this study. This paper’s output can be used as guide for researchers, academicians, extension service workers, project managers as well as organizations planning to offer similar technology-based services in various fields.

Pengembangan Sistem Pariwisata Belitung

This system was developed to increase the number of tourists in the Belitung region, especially in Tanjung Kelayang which is one of the Special Economic Zones (KEK) in Indonesia. Increasing the number of tourists can be done by providing technology-based facility services to tourists. The facility in question is a mobile-based application, making it easier for users to access applications. The system has been developed and tested using black box techniques with good results, and according to 31 questionnaire responses with good results of 88.71%. The system was developed using Agile, with UML system design, and Android Studio software.

What Do You Want from Us? Evaluating Student Interest in Technology-Based Services in Academic Libraries

Following two previous studies in 2010 and 2013, this study intends to identify current trends of Sam Houston State University students’ technology and communication needs and preferences regarding library services and resources. Drawing comparisons to two previous local studies and national data sets, such as those from Pew Internet Research and the EDUCAUSE Center for Analysis and Research (ECAR), the findings revealed, among other things, a decline in tablet usage and interest, continued need for library computers, and a complex relationship between social media usage and engagement with the library. The results of this survey will inform and guide the library and the profession to most efficiently and effectively offer desired library services and engage students on appropriate social media platforms.