Perceived usefulness of RFID-enabled information services – a systematic approach

Even though RFID technology is currently gaining importance mainly in logistics, usage areas, such as shopping or after-sales enhancements beyond the supply chain are envisioned. Yet, while RFID hits the street it is questioned if it may undermine one’s privacy while providing few customer benefits. Meeting this criticism this paper investigates RFID-enabled information services and the drivers of their usefulness for consumers. The article claims that the more risk one associates with a product the more benefit from RFID-enabled information services is perceived. We show empirically that the nature of product risk provides a useful framework to decide on the types of RFID information services a marketer should offer to create RFID usefulness perceptions and increase technology acceptance.

Aggression und soziale Interaktion im Erziehungsheim

In einer Kamerabrillenstudie werden die sozialen und materiellen Umwelten von Jugendlichen, die in Erziehungsheimen für verhaltensauffällige und sozial beeinträchtigte Kinder und Jugendliche leben, untersucht und mit einer Kontrastgruppe nicht verhaltensauffälliger, zuhause lebender Jugendlichen verglichen. Die Ergebnisse deuten darauf hin, dass Heimjugendliche über einen eingeschränkten Streifraum verfügen, weniger mit Peers interagieren und mehr Aggression ausgesetzt sind. Für den Erfolg der Heimerziehung ist es zentral, Peers nicht unbeaufsichtigt zu lassen, weil durch eine negative Peerbeeinflussung der Erfolg der Intervention geschwächt wird.

E-Mail-Management und seine systemtechnische Unterstützung in der Hotellerie

Für Beherbergungsbetriebe ist E-Mail ein wichtiges Kommunikationsmedium im elektronischen Kanal geworden. Die Bedeutung von E-Mails für die Kundenkommunikation zieht die Forderung nach einem systematischen und professionellen E-Mail-Management nach sich. Derzeit tut sich die Mehrzahl der Betriebe schwer, den damit verbundenen hohen Anspruch einzulösen. Zwar werden grundlegende Anforderungen bezüglich des Antwortverhaltens mehrheitlich erfüllt, jedoch kann die Qualität der Antworten hinsichtlich Inhalt und Form in vielen Fällen nur bedingt überzeugen. Angesichts dieser Problemlage mag es überraschen, dass die Unterstützung durch Informationssysteme in diesem Zusammenhang bis jetzt keine besondere Rolle spielt. In vielen Fällen erfolgt das E-Mail-Management mithilfe des generellen E-Mail-Programms Outlook von Microsoft. Die häufig eingesetzten branchenspezifischen Property-Management-Systeme (PMS) decken die geforderten Funktionalitäten bestenfalls teilweise ab. Spezifische Informationssysteme zur Unterstützung des E-Mail-Managements - sogenannte E-Mail-Response-Management-Systeme (ERMS) - könnten bei der Entschärfung der manifesten Probleme sehr nützlich sein. Die systemtechnische Unterstützung durch ERMS wird von Praktikern jedoch mit einiger Skepsis bedacht und nur teilweise als praktisch umsetzbar und nützlich eingeschätzt.

Design of SOA services: experiences from industry

Because of the unknown usage scenarios, designing the elementary services of a service-oriented architecture (SOA), which form the basis for later composition, is rather difficult. Various design guide lines have been proposed by academia, tool vendors and consulting companies, but they differ in the rigor of validation and are often biased toward some technology. For that reason a multiple-case study was conducted in five large organizations that successfully introduced SOA in their daily business. The observed approaches are contrasted with the findings from a literature review to derive some recommendations for SOA service design.

Opportunistic Routing for Multi-flow Video Dissemination over Flying Ad-Hoc Networks

A reliable and robust routing service for Flying Ad-Hoc Networks (FANETs) must be able to adapt to topology changes. User experience on watching live video sequences must also be satisfactory even in scenarios with buffer overflow and high packet loss ratio. In this paper, we introduce a Cross-layer Link quality and Geographical-aware beaconless opportunistic routing protocol (XLinGO). It enhances the transmission of simultaneous multiple video flows over FANETs by creating and keeping reliable persistent multi-hop routes. XLinGO considers a set of cross-layer and human-related information for routing decisions, as performance metrics and Quality of Experience (QoE). Performance evaluation shows that XLinGO achieves multimedia dissemination with QoE support and robustness in a multi-hop, multi-flow, and mobile network environments.

BPM software and process modelling languages in practice

IT has turned out to be a key factor for the purposes of gaining maturity in Business Process Management (BPM). This book presents a worldwide investigation that was conducted among companies from the ‘Forbes Global 2000’ list to explore the current usage of software throughout the BPM life cycle and to identify the companies’ requirements concerning process modelling. The responses from 130 companies indicate that, at the present time, it is mainly software for process description and analysis that is required, while process execution is supported by general software such as databases, ERP systems and office tools. The resulting complex system landscapes give rise to distinct requirements for BPM software, while the process modelling requirements can be equally satisfied by the most common languages (BPMN, UML, EPC).

Effektives Customer Relationship Management durch Intermediation

Bestehende Modelle im Customer Relationship Management (CRM) weisen diverse Schwachstellen auf. Erstens sind viele Kunden durch die große zu verarbeitende Informationsmenge überfordert, zweitens gelingt es vielen Anbietern nicht, die Konsistenz und Relevanz der gesammelten Kundendaten zu gewährleisten, und drittens bringen Kunden den Anbietern nicht das Vertrauen entgegen, das für eine umfassendere Offenlegung von Kundendaten erforderlich wäre. Durch die Einschaltung eines Intermediärs können diese Schwachstellen gemildert werden. Zusätzlich bietet die Intermediation die Möglichkeit, Transaktionskosten zu senken, die Macht der Kunden zu bündeln und die Beziehungen zu Kunden zu intensivieren. Ermöglicht wird dies durch die engere Verknüpfung der Kommunikations- und der Einkaufsfunktionalitäten des Internets. Als Erfolgsfaktoren gilt es, die kritische Masse und das erforderliche Vertrauen zu erreichen sowie einen wesentlichen Beitrag zur Wertschöpfung zu leisten.

Quality of feedback to e-mail requests - an explorative study in alpine tourism destinations

The central aim of our project is to explore the handling of e-mail request from customers by tourist organisations and to explain the perceived behaviour. For this purpose, we designed a qualitative empirical study which consists basically of two stages. The first stage consists of a black-box test where we employ the setting of a qualitative experiment to measure the behaviour of the organisation to an e-mail request. The second stage comprises a with-box test where we want to look into the tourist organizations and analyse the relevant information processes. This study should give as some insight in the internal processing of e-mail requests and thus should help to explain the reactions that we registered.

Depression impacts the course of recovery in patients with acute low back pain

Little is known about the course of recovery of acute low back pain (LBP) patients as a function of depression. In a prospective study, 286 acute LBP patients were assessed at baseline and followed up over 6 months. Recovery was defined as improvement in the Oswestry Disability Index (ODI). Repeated-measures analysis of covariance was employed with ODI as repeated factor, age, sex, and body mass index as covariates, depression and all other potential prognostic factors as between-subject factors. Of study participants, 18% were classified as depressive (>33 points on the Zung Self-Rating Depression Scale). Of 286 participants, 135 were lost to follow-up. In the longitudinal sample of 151 patients the course of recovery was slower in depressive patients. Depression was associated with LBP especially after 6 weeks and should therefore be included in screening instruments for acute LBP patients to identify those at risk of delayed recovery at an early stage.

Who is likely to develop persistent low back pain? A longitudinal analysis of prognostic occupational factors

OBJECTIVE: Occupational low back pain (LBP) is considered to be the most expensive form of work disability, with the socioeconomic costs of persistent LBP exceeding the costs of acute and subacute LBP by far. This makes the early identification of patients at risk of developing persistent LBP essential, especially in working populations. The aim of the study was to evaluate both risk factors (for the development of persistent LBP) and protective factors (preventing the development of persistent LBP) in the same cohort. PARTICIPANTS: An inception cohort of 315 patients with acute to subacute or with recurrent LBP was recruited from 14 health practitioners (twelve general practitioners and two physiotherapists) across New Zealand. METHODS: Patients with persistent LBP at six-month follow-up were compared to patients with non-persistent LBP looking at occupational, psychological, biomedical and demographic/lifestyle predictors at baseline using multiple logistic regression analyses. All significant variables from the different domains were combined into a one predictor model. RESULTS: A final two-predictor model with an overall predictive value of 78% included social support at work (OR 0.67; 95%CI 0.45 to 0.99) and somatization (OR 1.08; 95%CI 1.01 to 1.15). CONCLUSIONS: Social support at work should be considered as a resource preventing the development of persistent LBP whereas somatization should be considered as a risk factor for the development of persistent LBP. Further studies are needed to determine if addressing these factors in workplace interventions for patients suffering from acute, subacute or recurrent LBP prevents subsequent development of persistent LBP.