Browsing by Subject "Informationstechnik"

Now showing 1 - 3 of 3
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    Betriebliche Kommunikationsprozesse bei Dienstleistern : Herausforderungen für Organisation und IT durch Kundenorientierung (Anhang)
    (2010) Kordowich, Philipp
    Customer-oriented service provision as in customer solutions or services results in new requirements for the organisation of the company and for information technology support. The work introduces the specific characteristics of customer-oriented services in comparison to other services and their impact on organisational activities. To this end, the thesis examines the actors affected by the service provision and discusses the related changes. The findings are used to derive the consequences of customer-oriented service provision for organisational communication processes. Finally, the potential of information technology support is shown.
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    Digitalization of the individual : consequences, design, and behavior
    (2021) Waldmann, Daniela; Gimpel, Henner
    In the past decades, digitalization has increasingly influenced our daily lives and habits in almost all areas and has even become indispensable for individuals, organizations, and society. The interactions between individuals and organizations have changed significantly as digitalization extends the boundaries of organizations to the point at which it affects individuals. Consequently, new research efforts and better understanding are essential to understand how the behavior of individuals is affected by the use of digital technologies, how customers’ demands change, and how the purchasing process of organizations needs to be adapted. Currently, the literature on digital transformation is mainly treating the organizational perspective. Nevertheless, organizations should not neglect the individual perspective as it is essential to understand customer needs and their consequences affected by digital technologies. Matt et al. (2019)1 present a holistic research framework with three research perspectives for the digitalization of the individual. This framework encompasses the behavior of individuals, the design of information systems, and the consequences that digitalization entails. Additionally, this research framework suggests that a digitized individual can take on different roles. The dissertation uses this framework of Matt et al. (2019)1 to structure and classify the covered contents and research objectives. The aim of this dissertation is to contribute to a comprehensive overview for organizations to understand their customers’ concerns regarding digital technologies, which design options they have to address these concerns, and how it influences their behavior to realize the potential of the technologies or reduce their harms. Therefore, this work applies pluralistic methodological approaches (qualitative methods, e.g., semi-structured interviews and qualitative content analysis, and quantitative methods, e.g., quantitative decision models and data collection from online questionnaires). With that, the dissertation provides novel insights for organizations to better implement digital technologies by regarding the consequences for individuals and the behavior of individuals. First, to contribute to an understanding of the negative consequences digitalization can bring along for individuals, part A of this dissertation presents two research articles that focus on the concerns of individuals. The research papers P1 and P2 show in two different domains what individuals are concerned about when using digital technologies and what prevents individuals from using them. Therefore, this dissertation presents knowledge about the fears and concerns of the individuals have and offers starting points to develop responsible and transparent digital technologies that address the concerns of the individuals. Second, to contribute to design approaches for information systems that enable organizations to increase customer satisfaction with digital products and services, part B presents design approaches that organizations can use to address individuals’ perceived consequences and change their behavior using digital technologies. Both research papers in part B present quantitative decision models as decision support for organizations. This dissertation offers two design approaches that provide organizations with information on designing technologies to serve digitized individuals and foster them better to make well-founded decisions when introducing digital technologies. Third, to contribute to the understanding of why and how individuals behave in certain ways and how this behavior can be influenced, Part C examines the behavior of individuals when using digital technologies. Research paper P5 develops a metric to better explore the privacy paradox. With that, this dissertation offers a basis, especially to researchers and individuals, to prevent unwanted behavior when using digital technologies. To sum up, this dissertation contributes to scientific knowledge in research on the digitalization of the individual and thus addresses a subject of fundamental importance in this digital age. The models and approaches developed in this dissertation explore ways to improve conditions for the digitized individual at all three research perspectives with equal regard for the individual as itself and the individual as a customer.
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    Public agriculture extension and information and communication technologies : a case study in South Wollo, Ethiopia
    (2020) Birke, Fanos Mekonnen; Knierim, Andrea
    Effective agriculture extension services require a continuous transformation and introduction of new and effective interventions, approaches, methods, and tools. Information Communication Technologies (ICT) are given immense expectations to address some of the challenges of agriculture extension by improving the capacity and effectiveness of extension advisors through new modes of communication and easier ways of accessing up-to-date and relevant information. There is ample knowledge on adoption rates, use intensity, and impact of ICTs for agriculture extension, specifically in a farmers’ context. However, there is limited research on experts’ perceptions of ICT’s usefulness, as well as organizational dimensions that facilitate ICT use. In particular, the interdependency between ICT tools and the social and organizational aspects in the context of agriculture extension is poorly understood. This thesis aims to provide evidence on the implementation process of ICT initiatives in agriculture extension organizations and their use. The three specific objectives of the thesis are the following: (i) to provide empirical evidence on the complex interaction of social and technical actors and their assemblage to set up an ICT-based initiatives called Agricultural Knowledge Centers (AKCs); (ii) to provide empirical evidence on experts’ perceptions and their use of ICTs in agriculture extension offices; and (iii) to bring insights on organizational characteristics that facilitate or hinder the learning of an organization for successfully applying ICTs in agriculture extension services. This thesis analyzes the innovation process of ICT-based initiatives in agriculture extension by building on the definition of innovation as an alignment of hardware (technical devices, bodily skills), software (mode of thinking, discourse, perceptions) and orgware (rules, structure, and standards). The thesis adopted a research approach that can be broadly labeled as an interpretive research approach that allows for understanding a phenomenon by interpreting stakeholders’ and research participants’ experiences. It relied on a case study methodology and review of existing knowledge on ICTs in agriculture extension. The case studies are AKCs located in agriculture extension offices in South Wollo, in the Amhara region of Ethiopia. The research-for-development project, ‘Livestock and Irrigation Value Chains for Ethiopian Smallholders’ (LIVES) from the International Livestock Research Institute (ILRI), piloted AKCs to contribute to the government’s effort to strengthen the extension system. This thesis contains three empirical chapters in addition to the introduction and general discussion. The first empirical chapter analyzes the process of establishing AKCs in five extension organizations in South Wollo by capturing the role of human actors (employees of the project, experts in the extension offices, and the ICT managers) and the role of the non-human actors (computers, internet connectivity, texts, and office infrastructure) in carrying out the AKC initiative. The Actor Network Theory (ANT) framed the analysis of the results. The findings show how people and technology came together to establish AKCs that provide access to digital knowledge. Conditions that contributed to creating and stabilizing the AKC actor network were the following: (i) the presence of an actor to facilitate the process, (ii) alignment of interests among actors in the network, (iii) building the capacities and motivation of the various actors to execute their roles, and (iv) availability of computers with strong internet connections. The second empirical chapter analyzes extension experts’ perceptions of ICT’s usefulness for their extension job and how they used ICTs in four AKCs in South Wollo. The three concepts from the Theory of Planned Behavior: attitude, social norms, and perceived behavioral control framed the analysis of the results. Extension experts had a positive attitude towards the usefulness of ICTs for personal benefits. However, they did not perceive ICTs as useful for searching and exchanging agricultural information because the rigid extension approach used in their organizations allows primarily for specific printed knowledge resources. The results show that while access to the ICT hardware is a prerequisite, it is not a guarantee that extension experts will apply ICTs for professional use. For ICTs to be used by agriculture extension experts, there needs to be greater flexibility for experts’ response to farmers’ needs and favorable conditions that facilitate self-initiated knowledge-seeking behavior among extension experts. The third empirical chapter analyzes the organizational characteristics identified in the existing literature for accelerating or hindering ICT use for agriculture extension. The qualitative review of 49 articles highlights that most of the scientific studies focus on individuals’ characteristics to explain ICT use and only partially investigate organizational aspects. Organizational characteristics identified in these 49 articles were further analyzed using the seven dimensions of the learning organization concept. The analysis showed that opportunities for training and creating structures to encourage learning were prominent characteristics limiting or supporting ICT use. However, the literature documented no evidence on characteristics such as collaboration, leadership style, and empowerment for creating a shared vision for improving services via ICT use. The review results illustrate the importance of strategizing ICT use in agricultural advisory organizations and following principles of organizational learning for capacity development at an individual, team, and organizational level. Based on the three empirical chapters, chapter five discusses that optimal ICT use for agriculture extension can be achieved when the introduction of technology is supported by new rules and organizational structures, and when the intended purpose fits the shared way of thinking and the future vision employees have for their extension work. This section highlights that successful ICT use in agriculture extension organizations requires not only the technical devices, individuals’ attitudes, or institutions, but also the alignment of all the three dimensions. Therefore, aiming to improve the extension services only through the provision of ICT devices would be too simplistic; it ignores the complex interaction of the various components. This thesis makes the following recommendations for the design and implementation of future ICT-based initiatives in Ethiopia and other countries with a similar context: (i) a project initiator should create awareness on the purpose of ICT for agriculture extension and develop the capacity of targeted beneficiaries on ICT use; (ii) organizations that aim to utilize ICT should create organizational conditions that facilitate learning at the levels of the individual, team, and organization; (iii) development projects and programs should recognize and stimulate interaction between innovation components to successfully implement ICT in agriculture extension and ensure their utilization; and (iv) the government should create an enabling environment that provides support structures for knowledge sharing and information exchange to respond to farmers’ needs.