1,720,952 research outputs found
Opportunities and Challenges of Implementing Digital Customer Service
No full textLõputöö „Digitaalse klienditeeninduse võimalused ja väljakutsed“ võimalused keskendus
logistikaettevõtete klienditeeninduse digitaliseerimisele, võttes arvesse nii klientide ootusi
kui ka ettevõtete strateegilist valmisolekut ja väljakutseid. Töö peamine probleem seisnes
selles, et ettevõtete digitaliseerimise tase ja valmisolek varieeruvad märkimisväärselt, mis
mõjutab nende suutlikkust pakkuda kvaliteetset ja kaasaegset klienditeenindust.
Eesmärgiks seati analüüsida digitaliseerimise võimalusi ja väljakutseid nii klientide kui ka
ettevõtete perspektiivist, pakkudes praktilisi juhiseid digitaalsete lahenduste edukaks
rakendamiseks.
Töö põhines kahel uurimusküsimusel:
1. Millised digitaalsed klienditeeninduse lahendused on logistikaettevõtetes kõige
levinumad?
2. Millised on peamised väljakutsed, millega ettevõtted ja kliendid digitaliseerimise
rakendamisel silmitsi seisavad?
Uurimusküsimustele vastuseid otsides, analüüsiti teoreetilises osas digitaalse
klienditeeninduse definitsiooni ja selle rolli ettevõtetes, samuti generatsioonide vahelisi
erinevusi digilahenduste kasutamisel. Empiirilises osas tugines autor kvalitatiivsetele ja
kvantitatiivsetele andmetele, mis koguti nii klientide kui ka ettevõtete esindajate seas läbi
viidud küsitluste ja intervjuude abil. Püstitatud uurimusküsimused said vastused, seega
võib lõputöö eesmärki pidada saavutatuks.
Uurimuse käigus avastati paar kitsaskohta. Esiteks, kvantitatiivse uuringu valim võiks olla
suurem, et koguda representatiivseid andmeid kokku, ideaalis sarnast uuringut võiks
jätkata ühe ettevõtte baasil, kus on teada konkreetse ettevõte taust ja vastav kliendibaas.
Teise piiranguna võib pidada CRM süsteemi kliendipoolse puuduliku hinnangut, kus
klientidel oli keeruline hinnata kas ettevõte, mille kogemust nad hindasid kasutab just CRM
süsteemi või mingit muud digilahendust, seega jätkuuuringud võiksid leida aset CRM
süsteemi kasutavas konkreetses ettevõttes ja konkreetse kliendibaasiga, kus kliendid
saaksid hinnata oma kogemusi.
Tulemused näitasid, et kliendid hindavad enim traditsioonilisi kanaleid, nagu telefon ja epost, kuid nooremad kasutajad eelistavad üha enam digitaliseerimise-sõbralikke lahendusi,
nagu Live-chat ja Chat-bot. Tulevikku vaadetes peavad ettevõtted oma harjumuspäraseid
kanaleid laiendama noortele sobivate lahenduste abil. Samal ajal seisavad ettevõtted
silmitsi väljakutsetega, nagu töötajate vastuseis, tehniliste lahenduste keerukus ja
ressursside piiratus. Uuring näitas, et ettevõtete digitaliseerituse tase ja lähenemisviisid varieeruvad, sõltudes nende taustast. Seetõttu on oluline arvestada iga ettevõtte unikaalseid vajadusi ja olukorda digilahenduste kavandamisel. Töö järeldused rõhutasid, et digitaliseerimine on kriitilise tähtsusega nii ettevõtete
konkurentsivõime tõstmiseks kui ka klientide rahulolu suurendamiseks. Kuigi
digilahendused pakuvad märkimisväärseid eeliseid, vajavad need tasakaalu inimliku ja
tehnoloogilise teeninduse vahel, et tagada nii isikupära kui ka efektiivsus. Klientide
perspektiivist tõid tulemused esile vajaduse kasutajasõbralike ja paindlike lahenduste
järele, mis arvestavad erinevate generatsioonide ootusi. Ettevõtete vaates rõhutati
vajadust strateegilise juhtimise, töötajate koolitamise ja süsteemse arendamise järele.
Töö annab väärtuslikku teavet nii ettevõtetele kui ka akadeemilisele kogukonnale,
pakkudes praktilisi soovitusi klienditeeninduse digitaliseerimiseks ja kliendirahulolu
suurendamiseks. Autor soovib avaldada tänu juhendajale tema juhendamise ja toetuse
eest, samuti küsitluses ja intervjuudes osalenud ettevõtete esindajatele ja
ankeediküsimustele vastajatele, kelle panus oli töö läbiviimiseks olulineThe thesis, “Opportunities and Challenges of Implementing Digital Customer Service”,
focuses on the digitalization of customer service in logistics companies, considering both
customer expectations and companies’ strategic readiness and challenges. The primary
problem identified was the significant variation in companies’ digitalization levels, which
affects their ability to provide modern and high-quality customer service. The study aimed
to analyse the opportunities and challenges of digitalization from both customer and
company perspectives and provide practical guidelines for implementing digital solutions
successfully.
The research was guided by two main questions:
1. What are the most common digital customer service solutions used in logistics
companies?
2. What are the key challenges faced by companies and customers during the
implementation of digital solutions?
The theoretical framework analysed the definition and role of digital customer service in
companies, along with generational differences in the use of digital solutions. The empirical
research combined qualitative and quantitative data collected through surveys and
interviews involving both customers and company representatives.
Findings revealed that customers prefer traditional channels such as telephone and email,
although younger users increasingly favour mobile-friendly solutions like live-chat and
chatbots. Companies face challenges such as employee resistance, technical complexities,
and resource limitations. Companies A and E exhibited high levels of digitalization, offering
advanced technological solutions, while Companies B and D were at the initial stages of
this process. Company C focused on specific solutions but avoided broader digitalization
due to resource constraints.
The conclusions emphasized that digitalization is critical for enhancing companies’
competitiveness and customer satisfaction.
This thesis provides valuable insights for both businesses and academia, offering practical
recommendations for digitalizing customer service and improving customer satisfaction.
The author extends gratitude to the supervisor for their guidance and support, as well as
to the survey respondents and interview participants whose contributions were vital to the
success of this researc
Going Beyond Counting First Authors in Author Co-citation Analysis
Full text linkThe present study examines one of the fundamental aspects of author co-citation analysis (ACA) - the way co-citation
counts are defined. Co-citation counting provides the data on which all subsequent statistical analyses and mappings
are based, and we compare ACA results based on two different types of co-citation counting - the traditional type that
only counts the first one among a cited work's authors on the one hand and a non-traditional type that takes into
account the first 5 authors of a cited work on the other hand. Results indicate that the picture produced through this non-traditional author co-citation counting contains more coherent author groups and is therefore considerably clearer. However, this picture represents fewer specialties in the research field being studied than that produced through the traditional first-author co-citation counting when the same number of top-ranked authors is selected and analyzed. Reasons for these effects are discussed
Variations on the Author
Full text link“Variations on the Author” discusses two of Eduardo Coutinho’s recent films (Um Dia na Vida, from 2010, and Últimas Conversas, posthumously released in 2015) and their contribution to the general question of documentary authorship. The director’s filmography is characterized by a consistent yet self-effacing form of authorial self-inscription: Coutinho often features as an interviewer that rather than express opinions propels discourses; an interviewer that is good at listening. This mode of self-inscription characterizes him as an author who is not expressive but who is nonetheless markedly present on the screen. In Um Dia na Vida, however, Coutinho is completely absent form the image, while Últimas Conversas, on the contrary, includes a confessional prologue that moves the director from the margins to the center of his films. This article examines the ways in which these works stand out in the filmography of a director who offers new insights into the notion of cinematic authorship
Appropriate Similarity Measures for Author Cocitation Analysis
Full text linkWe provide a number of new insights into the methodological discussion about author cocitation analysis. We first argue that the use of the Pearson correlation for measuring the similarity between authors’ cocitation profiles is not very satisfactory. We then discuss what kind of similarity measures may be used as an alternative to the Pearson correlation. We consider three similarity measures in particular. One is the well-known cosine. The other two similarity measures have not been used before in the bibliometric literature. Finally, we show by means of an example that our findings have a high practical relevance.information science;Pearson correlation;cosine;similarity measure;author cocitation analysis
Dispelling the Myths Behind First-author Citation Counts
Full text linkWe conducted a full-scale evaluative citation analysis study of scholars in the XML research field to explore just how different from each other author rankings resulting from different citation counting methods actually are, and to demonstrate the capability of emerging data and tools on the Web in supporting more realistic citation counting methods. Our results contest some common arguments for the continued
use of first-author citation counts in the evaluation of scholars, such as high correlations between author rankings by first-author citation counts and other citation
counting methods, and high costs of using more realistic citation counting methods that are not well-supported by the ISI databases. It is argued that increasingly available digital full text research papers make it possible for citation analysis studies to go beyond what the ISI databases have directly supported and to employ more
sophisticated methods
koamabayili/VECTRON-author-checklist: VECTRON author checklist
No full textWe have done our best to complete the author checklist relating to the use of animals in the hut study. Note that the objective for the hut study was to evaluate the IRS treatment applications for residual efficacy against Anopheles mosquitoes, including the local An. coluzzii mosquito population. Cows were only used to attract mosquitoes into the huts and no tests were carried out directly on the cows. The author checklist is intended for use with studies where experiments are carried out on animals, which is why we have had such difficulty in completing this for the hut study, as many of the questions do not relate to how the cows were used
Author-wise bibliometric analysis based on entropy.
No full textAuthor-wise bibliometric analysis based on entropy.</p
Author Under Sail The Imagination of Jack London, 1893-1902
No full textIn Author Under Sail, Jay Williams offers the first complete literary biography of Jack London as a professional writer engaged in the labor of writing. It examines the authorial imagination in London's work, the use of imagination in both his fiction and nonfiction, and the ways he defined imagination in the creative process in his business dealings with his publishers, editors, and agents. In this first volume of a two-volume biography, Williams traverses the years 1893 to 1902, from London's "Story of a Typhoon" to The People of the Abyss. The Jack London who emerges in the pages of Author Under Sail is a writer whose partnership with publishers, most notably his productive alliance with George Brett of Macmillan, was one of the most formative in American literary history. London pioneered many author models during the heyday of realism and naturalism, blurring the boundaries of these popular genres by focusing on absorption and theatricality and the representation of the seen and unseen. London created an impassioned, sincere, and extremely personal realism unlike that of other American writers of the time. Author Under Sail is a literary tour de force that reveals the full range of London as writer, creative citizen, and entrepreneur at the same time it sheds light on the maverick side of machine-age literature.Intro -- Title Page -- Copyright Page -- Dedication -- Contents -- Acknowledgments -- Introduction -- 1. Spirit Truth -- 2. From Absorption to Theatricality and Back Again -- 3. "I Will Build a New Present" -- 4. Sons as Authors -- 5. Fathers as Publishers -- 6. The Daughter as Author -- 7. Lovers as Authors -- 8. At Sea with the Family -- 9. Yellow News, Yellow Stories -- 10. The Return Home -- Notes -- Bibliography -- Index -- About Jay WilliamsIn Author Under Sail, Jay Williams offers the first complete literary biography of Jack London as a professional writer engaged in the labor of writing. It examines the authorial imagination in London's work, the use of imagination in both his fiction and nonfiction, and the ways he defined imagination in the creative process in his business dealings with his publishers, editors, and agents. In this first volume of a two-volume biography, Williams traverses the years 1893 to 1902, from London's "Story of a Typhoon" to The People of the Abyss. The Jack London who emerges in the pages of Author Under Sail is a writer whose partnership with publishers, most notably his productive alliance with George Brett of Macmillan, was one of the most formative in American literary history. London pioneered many author models during the heyday of realism and naturalism, blurring the boundaries of these popular genres by focusing on absorption and theatricality and the representation of the seen and unseen. London created an impassioned, sincere, and extremely personal realism unlike that of other American writers of the time. Author Under Sail is a literary tour de force that reveals the full range of London as writer, creative citizen, and entrepreneur at the same time it sheds light on the maverick side of machine-age literature.Description based on publisher supplied metadata and other sources.Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, YYYY. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries
- …
