On the relationship between performance-approach goals and cognitive performance : when the desire to outperform others becomes interfering

Cette thèse explore dans quelle mesure la poursuite d'un but de performance-approche (i.e., le désir de surpasser autrui et de démontrer ses compétences) favorise, ou au contraire endommage, la réussite et l'apprentissage-une question toujours largement débattue dans la littérature. Quatre études menées en laboratoire ont confirmé cette hypothèse et démontré que la poursuite du but de performance-approche amène les individus à diviser leur attention entre d'une part la réalisation de la tâche évaluée, et d'autre part la gestion de préoccupations liées à l'atteinte du but-ceci empêchant une concentration efficace sur les processus de résolution de la tâche. Dans une deuxième ligne de recherche, nous avons ensuite démontré que cette distraction est exacerbée chez les individus les plus performants et ayant le plus l'habitude de réussir, ceci dérivant d'une pression supplémentaire liée au souhait de maintenir le statut positif de « bon élève ». Enfin, notre troisième ligne de recherche a cherché à réconcilier ces résultats-pointant l'aspect distractif du but de performance-approche-avec le profil se dégageant des études longitudinales rapportées dans la littérature-associant ce but avec la réussite académique. Ainsi, nous avons mené une étude longitudinale testant si l'adoption du but de performance-approche en classe pourrait augmenter la mise en oeuvre de stratégies d'étude tactiquement dirigées vers la performance-favorisant une réussite optimale aux tests. Nos résultats ont apporté des éléments en faveur de cette hypothèse, mais uniquement chez les élèves de bas niveau. Ainsi, l'ensemble de nos résultats permet de mettre en lumière les processus cognitifs à l'oeuvre lors de la poursuite du but de performance-approche, ainsi que d'alimenter le débat concernant leur aspect bénéfique ou nuisible en contexte éducatif. -- In this dissertation, we propose to investigate whether the pursuit of performance-approach goals (i.e., the desire to outperform others and appear talented) facilitates or rather endangers achievement and learning-an issue that is still widely discussed in the achievement goal literature. Four experiments carried out in a laboratory setting have provided evidence that performance- approach goals create a divided-attention situation that leads cognitive resources to be divided between task processing and the activation of goal-attainment concerns-which jeopardizes full cognitive immersion in the task. Then, in a second research line, we found evidence that high- achievers (i.e., those individuals who are the most used to succeed) experience, under evaluative contexts, heightened pressure to excel at the task, deriving from concerns associated with the preservation of their "high-achiever" status. Finally, a third research line was designed to try to reconcile results stemming from our laboratory studies with the overall profile emerging from longitudinal research-which have consistently found performance-approach goals to be a positive predictor of students' test scores. We thus set up a longitudinal study so as to test whether students' adoption of performance-approach goals in a long-term classroom setting enhances the implementation of strategic study behaviors tactically directed toward goal-attainment, hence favoring test performance. Our findings brought support for this hypothesis, but only for low-achieving students. Taken together, our findings shed new light on the cognitive processes at play during the pursuit of performance-approach goals, and are likely to fuel the debate regarding whether performance-approach goals should be encouraged or not in educational settings.

Empatía y tolerancia a la diversidad en un contexto educativo intercultural = Empathy and tolerance of diversity in an intercultural educative setting

Las relaciones entre empatía y conducta prosocial han estado ampliamente estudiadas desde hace años. Sin embargo, no existen estudios que utilicen estudiantes indígenas y mestizos de una universidad intercultural. El objetivo principal de la investigación fue analizar la tolerancia a la diversidad en relación a la empatía. La muestra estaba formada por 534 indígenas y mestizos, de edades comprendidas entre los 17 y los 22 años. Los resultados mostraron que los estudiantes con una alta capacidad empática eran también más tolerantes. Las chicas puntuaron significativamente superior en tolerancia y empatía que los chicos. Se encuentran diferencias entre indígenas y mestizos y entre universidad intercultural y universidad pública en relación a áreas específicas de la tolerancia a la diversidad

Infections and functionnal impairment in nursing home residents : a reciprocal relationship

RESUME: Contexte : l'objectif de cette étude de cohorte prospective était de déterminer la relation entre la survenue d'infections et la dépendance fonctionnelle chez des résidents d'établissements de long séjour durant une période de 6 mois. Population et méthode : les patients inclus (1324 résidents) étaient âgés de 65 ans et plus (âge moyen 85.7 ans, 76.6% de femmes), étaient des résidents de 39 EMS du canton de Vaud. Au baseline, des données démographiques, médicales, concernant les facteurs de risque et protecteurs des infections ont été récoltées. Au cours du suivi de 6 mois, les infirmières des EMS ont documenté la survenue de symptômes et signes d'infection en utilisant les critères développés spécifiquement par l'APIC pour les établissements de long séjour. Les mesures du status fonctionnel ont été évaluées au baseline, à 3 mois et à 6 mois. Deux outcomes différents ont été utilisés : a) le déclin fonctionnel défini comme le décès ou une diminution des capacités fonctionnelles au suivi, b) le status fonctionnel mesuré par une échelle standardisée. Résultats : à la fin du suivi, la mortalité était de 14.6%, similaire pour les résidents avec et sans infection (16.2% versus 13.1%, P .11). Durant les 2 périodes de suivi de 3 mois, les sujets ayant présenté une ou plusieurs infections avaient des odds de déclin fonctionnel plus élevés, y compris après ajustement pour les caractéristiques démographiques, médicales et fonctionnelles du baseline, ainsi que la survenue de nouvelles maladies (odds ratio ajustés (OR) = 1.6, intervalle de confiance à 95% (IC) = 1.2-2.2, P = .002 et OR = 1.5, 95% IC= 1.1-2.0, P= .008, respectivement). Comparés aux résidents non infectés, les odds de déclin fonctionnel augmentaient significativement et graduellement chez ceux ayant eu une, respectivement 2 infections ou plus. L'analyse prédisant le score fonctionnel (restreinte aux sujets ayant survécu) a donné des résultats similaires. Finalement, une analyse de survie prédisant le temps jusqu'à la première infection a confirmé une augmentation progressive de la probabilité d'infection chez les sujets avec dépendance fonctionnelle modérée, respectivement sévère, comparés aux sujets indépendants à la ligne de base. Conclusion : chez les résidents de long séjour, les infections sont à la fois cause et conséquence de la dépendance fonctionnelle. Des études futures devraient être entreprises pour investiguer si des programmes de prévention des infections peuvent également contribuer à prévenir le déclin fonctionnel, un facteur important pour la qualité de vie de ces résidents. ABSTRACT: Objectives: To determine the relationship between infections and functional impairment in nursing home residents. Design: Prospective cohort study (follow-up period, 6 months). Setting: Thirty-nine nursing homes in western Switzerland. Participants: A total of 1,324 residents aged 65 and older (mean age 85.7; 76.6% female) who agreed to participate, or their proxies, by oral informed consent. Measurements: Functional status measured every 3 months. Two different outcomes were used: (a) functional decline defined as death or decreased function at follow-up and (b) functional status score using a standardized measure. Results: At the end of follow-up, mortality was 14.6%, not different for those with and without infection (16.2% vs 13.1%, P= .11) During both 3-month periods, subjects with infection had higher odds of functional decline, even after adjustment for baseline characteristics and occurrence of a new illness (adjusted odds ratio (AOR) = 1.6, 95% confidence interval (CI) = 1.2-2.2, P = .002, and AOR 1.5, 95% CI 1.1-2.0, P .008, respectively). The odds of decline increased in a stepwise fashion in patients with zero, one, and two or more infections. The analyses predicting functional status score (restricted to subjects who survived) gave similar results. A survival analysis predicting time to first infection confirmed a stepwise greater likelihood of infection in subjects -with moderate and severe impairment at baseline than in subjects with no or mild functional impairment at baseline. Conclusion: Infections appear to be both a cause and a consequence of functional impairment in nursing home residents. Further studies should be undertaken to investigate whether effective infection control programs can also contribute to preventing functional decline, an important component of these residents' quality of life.

Preemptive treatment approach to cytomegalovirus (CMV) infection in solid organ transplant patients: relationship between compliance with the guidelines and prevention of CMV morbidity.

Cytomegalovirus (CMV) remains a major cause of morbidity in solid organ transplant patients. In order to reduce CMV morbidity, we designed a program of routine virological monitoring that included throat and urine CMV shell vial culture, along with peripheral blood leukocyte (PBL) shell vial quantitative culture for 12 weeks post-transplantation, as well as 8 weeks after treatment for acute rejection. The program also included preemptive ganciclovir treatment for those patients with the highest risk of developing CMV disease, i.e., with either high-level viremia (>10 infectious units [IU]/106 PBL) or low-level viremia (<10 IU/106 PBL) and either D+/R- CMV serostatus or treatment for graft rejection. During 1995-96, 90 solid organ transplant recipients (39 kidneys, 28 livers, and 23 hearts) were followed up. A total of 60 CMV infection episodes occurred in 45 patients. Seventeen episodes were symptomatic. Of 26 episodes managed according to the program, only 4 presented with CMV disease and none died. No patient treated preemptively for asymptomatic infection developed disease. In contrast, among 21 episodes managed in non-compliance with the program (i.e., the monitoring was not performed or preemptive treatment was not initiated despite a high risk of developing CMV disease), 12 episodes turned into symptomatic infection (P=0.0048 compared to patients treated preemptively), and 2 deaths possibly related to CMV were recorded. This difference could not be explained by an increased proportion of D+/R- patients or an increased incidence of rejection among patients with episodes treated in non-compliance with the program. Our data identify compliance with guidelines as an important factor in effectively reducing CMV morbidity through preemptive treatment, and suggest that the complexity of the preemptive approach may represent an important obstacle to the successful prevention of CMV morbidity by this approach in the regular healthcare setting.

Impact of quality and environmental investment on business competitiveness and profitability: The case of travel agencies

Few studies have examined the combined effect of implementing quality and environmental management within the service sector. This void is more evident if we focus on segments in which small businesses predominate and even more so if we look for highly competitive sectors that are very variable and that have high business mortality. After analysing 198 surveys of Spanish travel agency managers using structural equations, it can be concluded that practices of quality management have a significant direct impact on business competitiveness but not on this business's financial results, at least directly. However, there is a significant relationship between environmental management practices and economic benefits. This article suggests that commitment to quality and the environment can allow small businesses in the service sector to have a competitive advantage that will separate surviving and ceased operations, particularly in sectors that are rapidly evolving and highly competitive.

Developing of Service Platform Thinking in Modern Electricity Distribution Business

Palvelukehitystoiminta sitoo huomattavan määrän resursseja ja on pitkäkestoista toimintaa. Innovatiivisuuteen tähtäämällä ja systemaattisella tuotekehitystyöllä yritys parantaa jatkuvuutta omassa liiketoiminnassaan. Alusta-ajattelu tuo uuden ulottuvuuden tuotteiden ja palveluiden kehitykseen. Alustan kehittäminen tukemaan tuote- ja palvelukehitystoimintaa ja yksinkertaistamaan tuote/palvelurakenteita antaa yrityksissä lisäpotentiaalia esimerkiksi lyhentyneiden kehitysaikojen, paremman kompleksisuuden hallinnan ja kustannustehokkuuden nousun myötä. Toimintojen tehostuminen yritystasolla saa aikaan mahdollisuuksien lisääntymisen nykyisillä liiketoimintasektoreilla. Palvelualustan kehityksellä päästään palvelurakenteen mallintamisen kautta parempaan liiketoiminnan hallitsemiseen ja systemaattisempaan tuotekehityksen läpivientiin. Palvelualustan yhtenä tärkeimpänä hyötynä on, että palvelun rakenteellisuus saadaan kuvattua alustaan. Lisäksi on tärkeää määritellä vastuutukset alustan kehityksessä, sekä pystyä mallintamaan informaation kulku (rajapinnat) prosesseissa.

Development of aBuyer-Supplier Relationship: Case Study of Radical Shifts in Key Account Relationships

Tämän tutkimuksen tavoitteena oli tutkia ja selvittää monimutkaisia myyjän ja toimittajan välisiä liikesuhteita; miten ne kehittyvät ja millaisia prosesseja ne käyvät läpi, jos avainasiakassuhde on vaikeuksissa. Tavoitteena oli myös löytää syitä miksi ostokäyttäytyminen on muuttunut, onko se maailman- laajuinen ilmiö vai onko kyse vain yksittäisestä tapauksesta paperiteolli-suudessa. Lisäksi tavoitteena oli selvittää mitkä ovat alkusysäyksiä avain-asiakassuhteen murrostilaan. Tutkimuksen lähestymistapa on kvalitatiivinen tapaustutkimus. Tutkimuksen ensisijainen empiirinen aineisto on kerätty haastattelemalla UPM-Kymmenen johtoa, paperin osto-organisaation ostojohtajaa X ja asiakas Y:n entistä osto-johtajaa. Työ ei ole salainen. Tämän takia asiakkaiden nimiä ei voida julkaista, koska UPM-Kymmene vaati, että työ ei saa sisältää mitään informaatiota, josta lukija voi tunnistaa asiakas X:n tai Y:n. Johtopäätöksenä voidaan suosittaa toimittajan tarkkailevan ja ymmärtävän mahdollisia alkusysäyksiä ja varoitussignaaleja ehkäistäkseen tulevaisuuden murrostiloja liikesuhteissaan ja hallita paremmin avainasiakkaitaan.Pääasialliset alkusysäykset ovat vähentynyt avoin kommunikaatio, ostajan radikaalit säästöt, vähentynyt informaation vaihto ja ostajan johdon vaihtuminen, koska se luo epävarmuutta toimittajaan kuten myös ostajaan.

Tapahtumamarkkinointi osana business-to-business asiakassuhteiden hoitamista

Tämän tutkielman päätavoitteena oli tarkastella tapahtumamarkkinoinnin roolia business-to-business asiakassuhteiden hoitamisessa. Tutkielma jakautuu teoreettiseen ja empiiriseen osaan. Teoriaosan lähdeaineistona käytettiin keskeisiä suhdemarkkinoinnin, markkinointiviestinnän ja tapahtumamarkkinoinnin teoksia sekä artikkeleja. Empiirinen aineisto kerättiin suorittamalla kyselytutkimus valitulle harkintaotokselle sekä haastattelemalla tarkemmin kolmen yrityksen edustajaa. Teoriaosassa nousi esiin, että erityisesti tapahtuman valinta on kriittinen tekijä onnistumisen kannalta. Tapahtumamarkkinointi tarvitsee myös tuekseen muuta viestintää. Tutkielman tulosten perusteella tapahtumamarkkinoinnin rooli asiakassuhteiden hoitamisessa on melko pieni, mutta silti hyvin tärkeä. Tapahtumamarkkinointia sovelletaan pääosin parhaimmille ja suurimmille yritysasiakkaille. Tulevaisuudessa tapahtumien osuus suhdemarkkinoinnissa tulee tulosten mukaan kasvamaan.

Avainasiakassuhteiden analysointi ja -kehittämisstrategioiden luonti business-to-business markkinoilla toimivalle pk-yritykselle

Tutkimuksen tavoitteena oli tunnistaa tutkittavan yrityksen (Starlike Oy) avainasiakassuhteiden tila sekä luoda strategioita näiden asiakassuhteiden kehittämiseksi. Asiakassuhteiden tilaa pyrittiin analysoimaan tarkastelemalla kolmea suhteen osatekijää; ilmapiiriä, transaktiohistoriaa ja toimijoita. Vastaavasti strategioiden luonnintukena käytettiin asiakassuhteen osatekijöiden painoarvo- sekä asiakassuhteen ongelmat/tarpeet -mallia. Tutkimusmenetelmänä käytettiin kyselytutkimusta, jonka aineisto kerättiin sähköpostikyselyllä syksyn 2006 aikana niin asiakkailta kuin yritykseltäkin. Asiakassuhteiden havaittiin jakautuvan viidelle tasolle jakauman noudattaessa normaalijakaumaa. Asiakkaan ja myyjän näkemyksissä asiakassuhteen nykytilasta ei havaittu olevan järjestelmällistä eroa. Toisaalta myyjän havaittiin asettavan asiakassuhteen tavoitteet järjestelmällisesti asiakasta korkeammalle. Asiakassuhteiden tavoitteiden havaittiin lisäksi jakautuvan asiakassuhteen tasoittain kahteen osaan siten, että noin puolet asiakkaista halusi kehittää asiakassuhdettaan ja noin puolet oli tyytyväisiä sen nykytilaan.

The business model ontology a proposition in a design science approach

The goal of this dissertation is to find and provide the basis for a managerial tool that allows a firm to easily express its business logic. The methodological basis for this work is design science, where the researcher builds an artifact to solve a specific problem. In this case the aim is to provide an ontology that makes it possible to explicit a firm's business model. In other words, the proposed artifact helps a firm to formally describe its value proposition, its customers, the relationship with them, the necessary intra- and inter-firm infrastructure and its profit model. Such an ontology is relevant because until now there is no model that expresses a company's global business logic from a pure business point of view. Previous models essentially take an organizational or process perspective or cover only parts of a firm's business logic. The four main pillars of the ontology, which are inspired by management science and enterprise- and processmodeling, are product, customer interface, infrastructure and finance. The ontology is validated by case studies, a panel of experts and managers. The dissertation also provides a software prototype to capture a company's business model in an information system. The last part of the thesis consists of a demonstration of the value of the ontology in business strategy and Information Systems (IS) alignment. Structure of this thesis: The dissertation is structured in nine parts: Chapter 1 presents the motivations of this research, the research methodology with which the goals shall be achieved and why this dissertation present a contribution to research. Chapter 2 investigates the origins, the term and the concept of business models. It defines what is meant by business models in this dissertation and how they are situated in the context of the firm. In addition this chapter outlines the possible uses of the business model concept. Chapter 3 gives an overview of the research done in the field of business models and enterprise ontologies. Chapter 4 introduces the major contribution of this dissertation: the business model ontology. In this part of the thesis the elements, attributes and relationships of the ontology are explained and described in detail. Chapter 5 presents a case study of the Montreux Jazz Festival which's business model was captured by applying the structure and concepts of the ontology. In fact, it gives an impression of how a business model description based on the ontology looks like. Chapter 6 shows an instantiation of the ontology into a prototype tool: the Business Model Modelling Language BM2L. This is an XML-based description language that allows to capture and describe the business model of a firm and has a large potential for further applications. Chapter 7 is about the evaluation of the business model ontology. The evaluation builds on literature review, a set of interviews with practitioners and case studies. Chapter 8 gives an outlook on possible future research and applications of the business model ontology. The main areas of interest are alignment of business and information technology IT/information systems IS and business model comparison. Finally, chapter 9 presents some conclusions.

Value added logistics in supply and demand chain. Smile. Part 2. eBusiness in a service business. Case: A maintenance and operations network in forest industry

VVALOSADE is a research project of professor Anita Lukka's VALORE research team in the Lappeenranta University of Technology. The VALOSADE includes the ELO technology program of Tekes. SMILE is one of four subprojects of the VALOSADE. The SMILE study focuses on the case of the company network that is composed of small and micro-sized mechanical maintenance service providers and forest industry as large-scale customers. The basic principle of the SMILE study is the communication and ebusiness in supply and demand networks. The aim of the study is to develop ebusiness strategy, ebusiness model and e-processes among the SME local service providers, and onthe other hand, between the local service provider network and the forest industry customers in a maintenance and operations service business. A literature review, interviews and benchmarking are used as research methods in this qualitative case study. The first SMILE report, 'Ebusiness between Global Company and Its Local SME Supplier Network', concentrated on creating background for the SMILE study by studying general trends of ebusiness in supply chains and networks of different industries. This second phase of the study concentrates on case network background, such as business relationships, information systems and business objectives; core processes in maintenance and operations service network; development needs in communication among the network participants; and ICT solutions to respond needs in changing environment. In the theory part of the report, different ebusiness models and frameworks are introduced. Those models and frameworks are compared to empirical case data. From that analysis of the empirical data, therecommendations for the development of the network information system are derived. In process industry such as the forest industry, it is crucial to achieve a high level of operational efficiency and reliability, which sets up great requirements for maintenance and operations. Therefore, partnerships or strategic alliances are needed between the network participants. In partnerships and alliances, deep communication is important, and therefore the information systems in the network also are critical. Communication, coordination and collaboration will increase in the case network in the future, because network resources must be optimised to improve competitive capability of the forest industry customers and theefficiency of their service providers. At present, ebusiness systems are not usual in this maintenance network. A network information system among the forest industry customers and their local service providers actually is the only genuinenetwork information system in this total network. However, the utilisation of that system has been quite insignificant. The current system does not add value enough either to the customers or to the local service providers. At present, thenetwork information system is the infomediary that share static information forthe network partners. The network information system should be the transaction intermediary, which integrates internal processes of the network companies; the network information system, which provides common standardised processes for thelocal service providers; and the infomediary, which share static and dynamic information on right time, on right partner, on right costs, on right format and on right quality. This study provides recommendations how to develop this system in the future to add value to the network companies. Ebusiness scenarios, vision, objectives, strategies, application architecture, ebusiness model, core processes and development strategy must be considered when the network information system will be developed in the next development step. The core processes in the case network are demand/capacity management, customer/supplier relationship management, service delivery management, knowledge management and cash flow management. Most benefits from ebusiness solutions come from the electrifying of operational level processes, such as service delivery management and cash flow management.

Project Success through Effective Decisions: Case Studies on Project Goal Setting, Success Evaluation and Managerial Decision Making

The objective of the thesis is to structure and model the factors that contribute to and can be used in evaluating project success. The purpose of this thesis is to enhance the understanding of three research topics. The goal setting process, success evaluation and decision-making process are studied in the context of a project, business unitand its business environment. To achieve the objective three research questionsare posed. These are 1) how to set measurable project goals, 2) how to evaluateproject success and 3) how to affect project success with managerial decisions.The main theoretical contribution comes from deriving a synthesis of these research topics which have mostly been discussed apart from each other in prior research. The research strategy of the study has features from at least the constructive, nomothetical, and decision-oriented research approaches. This strategy guides the theoretical and empirical part of the study. Relevant concepts and a framework are composed on the basis of the prior research contributions within the problem area. A literature review is used to derive constructs of factors withinthe framework. They are related to project goal setting, success evaluation, and decision making. On the basis of this, the case study method is applied to complement the framework. The empirical data includes one product development program, three construction projects, as well as one organization development, hardware/software, and marketing project in their contexts. In two of the case studiesthe analytic hierarchy process is used to formulate a hierarchical model that returns a numerical evaluation of the degree of project success. It has its origin in the solution idea which in turn has its foundation in the notion of projectsuccess. The achieved results are condensed in the form of a process model thatintegrates project goal setting, success evaluation and decision making. The process of project goal setting is analysed as a part of an open system that includes a project, the business unit and its competitive environment. Four main constructs of factors are suggested. First, the project characteristics and requirements are clarified. The second and the third construct comprise the components of client/market segment attractiveness and sources of competitive advantage. Together they determine the competitive position of a business unit. Fourth, the relevant goals and the situation of a business unit are clarified to stress their contribution to the project goals. Empirical evidence is gained on the exploitation of increased knowledge and on the reaction to changes in the business environment during a project to ensure project success. The relevance of a successful project to a company or a business unit tends to increase the higher the reference level of project goals is set. However, normal performance or sometimes performance below this normal level is intentionally accepted. Success measures make project success quantifiable. There are result-oriented, process-oriented and resource-oriented success measures. The study also links result measurements to enablers that portray the key processes. The success measures can be classified into success domains determining the areas on which success is assessed. Empiricalevidence is gained on six success domains: strategy, project implementation, product, stakeholder relationships, learning situation and company functions. However, some project goals, like safety, can be assessed using success measures that belong to two success domains. For example a safety index is used for assessing occupational safety during a project, which is related to project implementation. Product safety requirements, in turn, are connected to the product characteristics and thus to the product-related success domain. Strategic success measures can be used to weave the project phases together. Empirical evidence on their static nature is gained. In order-oriented projects the project phases are oftencontractually divided into different suppliers or contractors. A project from the supplier's perspective can represent only a part of the ¿whole project¿ viewed from the client's perspective. Therefore static success measures are mostly used within the contractually agreed project scope and duration. Proof is also acquired on the dynamic use of operational success measures. They help to focus on the key issues during each project phase. Furthermore, it is shown that the original success domains and success measures, their weights and target values can change dynamically. New success measures can replace the old ones to correspond better with the emphasis of the particular project phase. This adjustment concentrates on the key decision milestones. As a conclusion, the study suggests a combination of static and dynamic success measures. Their linkage to an incentive system can make the project management proactive, enable fast feedback and enhancethe motivation of the personnel. It is argued that the sequence of effective decisions is closely linked to the dynamic control of project success. According to the used definition, effective decisions aim at adequate decision quality and decision implementation. The findings support that project managers construct and use a chain of key decision milestones to evaluate and affect success during aproject. These milestones can be seen as a part of the business processes. Different managers prioritise the key decision milestones to a varying degree. Divergent managerial perspectives, power, responsibilities and involvement during a project offer some explanation for this. Finally, the study introduces the use ofHard Gate and Soft Gate decision milestones. The managers may use the former milestones to provide decision support on result measurements and ad hoc critical conditions. In the latter milestones they may make intermediate success evaluation also on the basis of other types of success measures, like process and resource measures.

Semantic Web applications: a framework for industry and business exploitation – What is needed for the adoption of the Semantic Web from the market and industry

In recent years, Semantic Web (SW) research has resulted in significant outcomes. Various industries have adopted SW technologies, while the ‘deep web’ is still pursuing the critical transformation point, in which the majority of data found on the deep web will be exploited through SW value layers. In this article we analyse the SW applications from a ‘market’ perspective. We are setting the key requirements for real-world information systems that are SW-enabled and we discuss the major difficulties for the SW uptake that has been delayed. This article contributes to the literature of SW and knowledge management providing a context for discourse towards best practices on SW-based information systems.

Creating CRM Concept for Internet Gaming Business - Case: European Game & Entertainment Technology

Työn tavoitteena oli luoda asiakassuhteidenhallintakonsepti Internetpelijärjestelmälle sekä luoda asiakassuhteidenhallintaprosessi keskittyen viestintä- ja personointiominaisuuksiin. Lisäksi työssä määritettiin CRM järjestelmän ominaisuudet ja toiminnallisuudet. Työ toteutettiin kvalitatiivisena case tutkimuksena. Tiedot empiiristä tutkimusta varten kerättiin haastattelemalla kohderyhminä olleita asiakkaita sekä case-yrityksen avainhenkilöitä. Työssä selvitettiin ensin suhdemarkkinoinnin perusteet, konsepti sekä asiakassuhteen arvo. Yhteys peliliiketoimintaan sekä Internet peliliiketoiminnan perusteet esitettin. CRM konsepti määriteltiin teoriassa sekä CRM prosessi määritettin perustuen teoreettiseen tutkimukseen sekä empiirisiin tuloksiin. Seuraavaksi luotiin CRM konsepti case-yritykselle perustuen CRM prosessin tuottamaan informaatioon ja asiakastarpeisiin. Asiakassuhteiden hallinta voidaan jakaa kolmeen tasoon - strategiseen, analyyttiseen ja toiminnalliseen. CRM konseptin luominen on tapauskohtainen prosessi. Siihen vaikuttaa voimakkaasti toimiala, millä yritys toimii. Myös asiakastarpeiden kartoituksella on tärkeä merkitys onnistuneen konseptin luomisessa. Sekä kirjallisuuteen perustuvat, että empiiriset havainnot painottivat personoinnin ja viestinnän vaikutusta CRM konseptissa.