Pub Date : 2002-01-07DOI: 10.1109/HICSS.2002.993987
Dong-Won Yi, S. Kim, Nak Hyun Kim
This paper presents a method for modeling the dynamic behavior of harbor supply chains and evaluating strategic and operational policies of the proposed harbor supply chain by applying multiagent systems and simulation. The multiagent systems modeling represent business entities as agents and the involved information and material flows with proposed coordination method for collaborating among agents. The simulation model is applied to quantifying the flow of supply chain, information and material flow, and conducted to simulate the global harbor supply chain operations, and determined which strategic and operational policies are the most effective in smoothing the variations in the supply chain.
{"title":"Combined modeling with multi-agent systems and simulation: its application to harbor supply chain management","authors":"Dong-Won Yi, S. Kim, Nak Hyun Kim","doi":"10.1109/HICSS.2002.993987","DOIUrl":"https://doi.org/10.1109/HICSS.2002.993987","url":null,"abstract":"This paper presents a method for modeling the dynamic behavior of harbor supply chains and evaluating strategic and operational policies of the proposed harbor supply chain by applying multiagent systems and simulation. The multiagent systems modeling represent business entities as agents and the involved information and material flows with proposed coordination method for collaborating among agents. The simulation model is applied to quantifying the flow of supply chain, information and material flow, and conducted to simulate the global harbor supply chain operations, and determined which strategic and operational policies are the most effective in smoothing the variations in the supply chain.","PeriodicalId":366006,"journal":{"name":"Proceedings of the 35th Annual Hawaii International Conference on System Sciences","volume":"44 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2002-01-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115111877","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2002-01-07DOI: 10.1109/HICSS.2002.994156
N. Jukic, B. Jukic, Laurie A. Meamber, G. Nezlek
Customer relationship management (CRM) leverages technology to coordinate business-customer interactions with the objective of building long-term loyalty. Multilevel secure (MLS) data models were originally developed as database models for the management of information in environments with a strict hierarchy of security levels, such as military institutions and government security agencies. The paper demonstrates how an MLS model can be used to address the issue of sharing and managing customer-related information in e-businesses with diverse constituencies. The potential for exploiting the advantages offered by the MLS models in the e-business CRM context is examined. Several examples are used to show how organizing a database management system based on MLS principles can be used to help e-businesses to provide consistent and appropriate content to various customers and partners in a more efficient manner.
{"title":"Improving e-business customer relationship management systems with multilevel secure data models","authors":"N. Jukic, B. Jukic, Laurie A. Meamber, G. Nezlek","doi":"10.1109/HICSS.2002.994156","DOIUrl":"https://doi.org/10.1109/HICSS.2002.994156","url":null,"abstract":"Customer relationship management (CRM) leverages technology to coordinate business-customer interactions with the objective of building long-term loyalty. Multilevel secure (MLS) data models were originally developed as database models for the management of information in environments with a strict hierarchy of security levels, such as military institutions and government security agencies. The paper demonstrates how an MLS model can be used to address the issue of sharing and managing customer-related information in e-businesses with diverse constituencies. The potential for exploiting the advantages offered by the MLS models in the e-business CRM context is examined. Several examples are used to show how organizing a database management system based on MLS principles can be used to help e-businesses to provide consistent and appropriate content to various customers and partners in a more efficient manner.","PeriodicalId":366006,"journal":{"name":"Proceedings of the 35th Annual Hawaii International Conference on System Sciences","volume":"224 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2002-01-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115191940","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2002-01-07DOI: 10.1109/HICSS.2002.993887
D. J. Wua, Steven O. Kimbroughb, Fang Zhonga
We investigate the "Mad Mex trust game," a game of trust which cannot easily be represented in a strategic form. We investigate such questions as: Will cooperative behavior emerge and under what conditions? What are some of the efficient and effective mechanisms for trust building in electronic markets? How will these mechanisms affect the emergence of trust and cooperative behavior? What are the key ingredients in building distributed trust and what destroys trust? This game constitutes a more realistic model of negotiation in electronic markets, particularly on the Internet.
{"title":"Artificial agents play the \"Mad Mex trust game\": a computational approach","authors":"D. J. Wua, Steven O. Kimbroughb, Fang Zhonga","doi":"10.1109/HICSS.2002.993887","DOIUrl":"https://doi.org/10.1109/HICSS.2002.993887","url":null,"abstract":"We investigate the \"Mad Mex trust game,\" a game of trust which cannot easily be represented in a strategic form. We investigate such questions as: Will cooperative behavior emerge and under what conditions? What are some of the efficient and effective mechanisms for trust building in electronic markets? How will these mechanisms affect the emergence of trust and cooperative behavior? What are the key ingredients in building distributed trust and what destroys trust? This game constitutes a more realistic model of negotiation in electronic markets, particularly on the Internet.","PeriodicalId":366006,"journal":{"name":"Proceedings of the 35th Annual Hawaii International Conference on System Sciences","volume":"31 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2002-01-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116109405","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2002-01-07DOI: 10.1109/HICSS.2002.994162
Yooncheong Cho, Il Im, S. R. Hiltz, J. Fjermestad
How businesses resolve customer-complaining behavior effectively has been considered a "defensive marketing" strategy or a "zero-defections" strategy, which diminishes customer dissatisfaction. Handling customer dissatisfaction accompanies Web customer complaint management, which might be the critical issue for online customer service solutions and e-CRM (electronic customer relationship management). In this paper; the authors (1) investigate the current sources and causes of online complaints; (2) seek effective ways of handling customer complaints by examining different product types; and (3) provide guidelines for successful e-CRM. 1000 customer complaints from three different publicized e-business customer service centers and 500 complaints from online feedback systems were analyzed in this study. The research findings suggest that e-businesses should (1) provide excellent online customer services because customer service is the most important factor in online customer satisfaction; (2) respond to customers' requests/complaints quickly because the response speed is more important in online customer satisfaction than offline; and (3) employ strategies that are appropriate for the product category in question.
{"title":"An analysis of online customer complaints: implications for Web complaint management","authors":"Yooncheong Cho, Il Im, S. R. Hiltz, J. Fjermestad","doi":"10.1109/HICSS.2002.994162","DOIUrl":"https://doi.org/10.1109/HICSS.2002.994162","url":null,"abstract":"How businesses resolve customer-complaining behavior effectively has been considered a \"defensive marketing\" strategy or a \"zero-defections\" strategy, which diminishes customer dissatisfaction. Handling customer dissatisfaction accompanies Web customer complaint management, which might be the critical issue for online customer service solutions and e-CRM (electronic customer relationship management). In this paper; the authors (1) investigate the current sources and causes of online complaints; (2) seek effective ways of handling customer complaints by examining different product types; and (3) provide guidelines for successful e-CRM. 1000 customer complaints from three different publicized e-business customer service centers and 500 complaints from online feedback systems were analyzed in this study. The research findings suggest that e-businesses should (1) provide excellent online customer services because customer service is the most important factor in online customer satisfaction; (2) respond to customers' requests/complaints quickly because the response speed is more important in online customer satisfaction than offline; and (3) employ strategies that are appropriate for the product category in question.","PeriodicalId":366006,"journal":{"name":"Proceedings of the 35th Annual Hawaii International Conference on System Sciences","volume":"39 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2002-01-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116215368","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2002-01-07DOI: 10.1109/HICSS.2002.993857
R. Biuk-Aghai, S. Simoff
The design of virtual workplaces that can support virtual work processes has traditionally been either adhoc, or has been influenced by the virtual architecture or requirements engineering disciplines. The problem with these approaches is the difficulty in obtaining, and subsequently retaining and reusing, ready-made configurations of collaborative work processes. Such configurations naturally occur during the actual use of CVEs for conducting projects. Can we predict some elements of the evolution of a new collaborative process, based on similarities and analogies with processes formalised and supported before? Can we capture and utilise the evolutionary component in the workspace design process, so that we can provide better support to the developers of collaborative workspaces? The paper presents a new approach for supporting design and redesign of virtual workspaces, based on combining data mining techniques for refining lower level models with a reverse engineering cycle to create upper level models.
{"title":"Assisting the design of virtual work processes via on-line reverse engineering","authors":"R. Biuk-Aghai, S. Simoff","doi":"10.1109/HICSS.2002.993857","DOIUrl":"https://doi.org/10.1109/HICSS.2002.993857","url":null,"abstract":"The design of virtual workplaces that can support virtual work processes has traditionally been either adhoc, or has been influenced by the virtual architecture or requirements engineering disciplines. The problem with these approaches is the difficulty in obtaining, and subsequently retaining and reusing, ready-made configurations of collaborative work processes. Such configurations naturally occur during the actual use of CVEs for conducting projects. Can we predict some elements of the evolution of a new collaborative process, based on similarities and analogies with processes formalised and supported before? Can we capture and utilise the evolutionary component in the workspace design process, so that we can provide better support to the developers of collaborative workspaces? The paper presents a new approach for supporting design and redesign of virtual workspaces, based on combining data mining techniques for refining lower level models with a reverse engineering cycle to create upper level models.","PeriodicalId":366006,"journal":{"name":"Proceedings of the 35th Annual Hawaii International Conference on System Sciences","volume":"34 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2002-01-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122998092","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2002-01-07DOI: 10.1109/HICSS.2002.994124
J. Calabretto, Damon Couper, B. Mulley, M. Nissen, Saree Siow, J. Tuck, J. Warren
This research explores agent technology to support the information needs of patients and community pharmacists toward a beneficial outcome for the patient. As patients make more use of over the counter (OTC) medications to manage their own conditions, they must achieve effective communication in dealings with community pharmacists to avoid drug interactions and for guidance to seek consultation with physicians when appropriate. We describe an agent architecture that utilizes implicit and explicit sources of information for patient profiling. Collected profiles are used to provide a range of agent-based functions - including question formulation aides, Internet search utilities, and to support navigation of treatment guidelines - for both patients and pharmacists. The agent services are implemented in the context of the "Winston" Internet Medicine Cabinet, an online personal medication history service. We illustrate the value of the agent architecture and profiling in terms of an Internet search function.
{"title":"Agent support for patients and community pharmacists","authors":"J. Calabretto, Damon Couper, B. Mulley, M. Nissen, Saree Siow, J. Tuck, J. Warren","doi":"10.1109/HICSS.2002.994124","DOIUrl":"https://doi.org/10.1109/HICSS.2002.994124","url":null,"abstract":"This research explores agent technology to support the information needs of patients and community pharmacists toward a beneficial outcome for the patient. As patients make more use of over the counter (OTC) medications to manage their own conditions, they must achieve effective communication in dealings with community pharmacists to avoid drug interactions and for guidance to seek consultation with physicians when appropriate. We describe an agent architecture that utilizes implicit and explicit sources of information for patient profiling. Collected profiles are used to provide a range of agent-based functions - including question formulation aides, Internet search utilities, and to support navigation of treatment guidelines - for both patients and pharmacists. The agent services are implemented in the context of the \"Winston\" Internet Medicine Cabinet, an online personal medication history service. We illustrate the value of the agent architecture and profiling in terms of an Internet search function.","PeriodicalId":366006,"journal":{"name":"Proceedings of the 35th Annual Hawaii International Conference on System Sciences","volume":"54 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2002-01-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114600990","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2002-01-07DOI: 10.1109/HICSS.2002.994166
N. Nahar, Timo Käkölä, N. Huda
This study examines how software businesses are acquiring new software technology innovations (STIs) in rapidly changing globalized business environment characterized by rapidly shortening software technology life cycles, changing customer demands, and intense competition. It was executed through both theoretical and empirical investigations and analyses. It describes one case company as an example of the diffusion of STI and develops a framework for the diffusion of software technology innovation. The research findings are useful for both further research and industrial settings.
{"title":"Diffusion of software technology innovations in the global context","authors":"N. Nahar, Timo Käkölä, N. Huda","doi":"10.1109/HICSS.2002.994166","DOIUrl":"https://doi.org/10.1109/HICSS.2002.994166","url":null,"abstract":"This study examines how software businesses are acquiring new software technology innovations (STIs) in rapidly changing globalized business environment characterized by rapidly shortening software technology life cycles, changing customer demands, and intense competition. It was executed through both theoretical and empirical investigations and analyses. It describes one case company as an example of the diffusion of STI and develops a framework for the diffusion of software technology innovation. The research findings are useful for both further research and industrial settings.","PeriodicalId":366006,"journal":{"name":"Proceedings of the 35th Annual Hawaii International Conference on System Sciences","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2002-01-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129716806","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2002-01-07DOI: 10.1109/HICSS.2002.994085
Cheryl L. Brown
At the G-8 Kyushu-Okinawa Summit in July 2000, the industrialized nations acknowledged the advancement of the private sector in information technology (IT) and committed the organization to the Global Digital Divide Initiative (GDDI) of the World Economic Forum Task Force. The Task Force outlined nine initiatives and a set of concrete action plans for implementation, which may achieve e-government readiness in developing countries. Major cultural variables, however, threaten to impede or thwart the facilitation of e-government, even though many countries promote e-government policies. To examine the G-8's first effort to implement collaborative policy initiatives of the private, public and non-profit sectors to eliminate the global digital divide, this paper explores the relationship between six cultural variables and the implementation of the GDDI to alleviate the digital divide and effect e-government readiness in developing countries.
{"title":"G-8 collaborative initiatives and the digital divide: readiness for e-government","authors":"Cheryl L. Brown","doi":"10.1109/HICSS.2002.994085","DOIUrl":"https://doi.org/10.1109/HICSS.2002.994085","url":null,"abstract":"At the G-8 Kyushu-Okinawa Summit in July 2000, the industrialized nations acknowledged the advancement of the private sector in information technology (IT) and committed the organization to the Global Digital Divide Initiative (GDDI) of the World Economic Forum Task Force. The Task Force outlined nine initiatives and a set of concrete action plans for implementation, which may achieve e-government readiness in developing countries. Major cultural variables, however, threaten to impede or thwart the facilitation of e-government, even though many countries promote e-government policies. To examine the G-8's first effort to implement collaborative policy initiatives of the private, public and non-profit sectors to eliminate the global digital divide, this paper explores the relationship between six cultural variables and the implementation of the GDDI to alleviate the digital divide and effect e-government readiness in developing countries.","PeriodicalId":366006,"journal":{"name":"Proceedings of the 35th Annual Hawaii International Conference on System Sciences","volume":"30 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2002-01-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128464114","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2002-01-07DOI: 10.1109/HICSS.2002.994146
Jörg-Michael Friedrich, J. Speyerer
At the Information Systems Research Network (FORWIN), Nuremberg, Germany we have prototypically implemented a lean and flexible available-to-promise application which is integrated with a framework of software components fulfilling the functions of supply chain management (SCM). This project is to demonstrate that it is possible to implement cost-effective and flexible software tailored to the needs of small businesses which can provide reliable information about product availability. To suit a large variety of companies, the way in which the component influences decisions or automates processes can be adjusted through different parameters, such as timeout, substitution, automatic processing or prioritization of suppliers. In order to integrate all sorts of existing MRP or legacy systems along the supply chain the information flow is organized through a transaction-based exchange of standardized XML documents via the Internet.
{"title":"XML-based available-to-promise logic for small and medium sized enterprises","authors":"Jörg-Michael Friedrich, J. Speyerer","doi":"10.1109/HICSS.2002.994146","DOIUrl":"https://doi.org/10.1109/HICSS.2002.994146","url":null,"abstract":"At the Information Systems Research Network (FORWIN), Nuremberg, Germany we have prototypically implemented a lean and flexible available-to-promise application which is integrated with a framework of software components fulfilling the functions of supply chain management (SCM). This project is to demonstrate that it is possible to implement cost-effective and flexible software tailored to the needs of small businesses which can provide reliable information about product availability. To suit a large variety of companies, the way in which the component influences decisions or automates processes can be adjusted through different parameters, such as timeout, substitution, automatic processing or prioritization of suppliers. In order to integrate all sorts of existing MRP or legacy systems along the supply chain the information flow is organized through a transaction-based exchange of standardized XML documents via the Internet.","PeriodicalId":366006,"journal":{"name":"Proceedings of the 35th Annual Hawaii International Conference on System Sciences","volume":"70 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2002-01-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128384522","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2002-01-07DOI: 10.1109/HICSS.2002.994452
Takeshi Yoshioka, J. Yates, W. Orlikowski
This paper explores the challenges of adopting a MOO-based technology to support a virtual working environment spanning several geographically dispersed units of a global organization. We use community-based interpretive schemes as an analytic lens for identifying assumptions and expectations about technology use and genres of communication, and for examining how these shaped participants' distributed interaction over time. We found differences in interpretive schemes across sites, nationalities, languages and roles, as well as over time. These interpretive differences help to explain the difficulties in appropriation of the technology and the limited development of shared genre norms. In addition, they offer some reasons for why the use of the virtual work environment was halted after two years.
{"title":"Community-based interpretive schemes: exploring the use of cyber meetings within a global organization","authors":"Takeshi Yoshioka, J. Yates, W. Orlikowski","doi":"10.1109/HICSS.2002.994452","DOIUrl":"https://doi.org/10.1109/HICSS.2002.994452","url":null,"abstract":"This paper explores the challenges of adopting a MOO-based technology to support a virtual working environment spanning several geographically dispersed units of a global organization. We use community-based interpretive schemes as an analytic lens for identifying assumptions and expectations about technology use and genres of communication, and for examining how these shaped participants' distributed interaction over time. We found differences in interpretive schemes across sites, nationalities, languages and roles, as well as over time. These interpretive differences help to explain the difficulties in appropriation of the technology and the limited development of shared genre norms. In addition, they offer some reasons for why the use of the virtual work environment was halted after two years.","PeriodicalId":366006,"journal":{"name":"Proceedings of the 35th Annual Hawaii International Conference on System Sciences","volume":"50 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2002-01-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128436917","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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