Electronic Customer Knowledge Management Systems: a multimodal interaction approach : an empirical investigation into the role of the multimodal interaction metaphors to improve usability of Electronic Customer Knowledge Management Systems (ECKMS) and increase the user's trust, knowledge and acceptance.
AuthorAlotaibi, Mutlaq B.G.
SupervisorRigas, Dimitrios I.
Communities of customers
Electronic Customer Knowledge Management Systems (E-CKMS)
Rights© 2009 Alotaibi, M. B. G. This work is licensed under a Creative Commons Attribution-Non-Commercial-Share-Alike License (http://creativecommons.org/licenses/by-nc-nd/2.0/uk).
InstitutionUniversity of Bradford
DepartmentInformatics Research Institute
MetadataShow full item record
AbstractThere has been an increasing demand for commercial organisations to foster real-time interaction with customers, because harnessing customer competencies has been shown to be a major contributor towards various benefits, such as growth, innovation and competition. This may drive organisations to embrace the development of multimodal interaction and complement Electronic Customer Knowledge Management Systems (E-CKMS) with metaphors of audio-visual nature. Although the implementation of E-CKMS encounters several challenges, such as lack of trust and information overload, few empirical studies were devoted to assess the role of audio-visual metaphors, and investigate whether these technologies can be put into practice. Therefore, this thesis describes a comparative evaluation study carried out to examine the implication of incorporating multimodal metaphors into E-CKMS interfaces on not only usability of E-CKMS, but also the user¿s trust, knowledge and acceptance. An experimental E-CKMS platform was implemented with three different modes of interaction: Visual-only E-CKMS (VCKMS) with text and graphics, Multimodal E-CKMS (MCKMS) with speech, earcons and auditory icons and Avatar-enhanced multimodal E-CKMS (ACKMS). The three platforms were evaluated by three independent groups of twenty participants each (total=60) who carried out eight common tasks of increasing complexity and design based on three different styles. Another dependent group of forty-eight participants (n=48) was instructed to interact with the systems under similar usability conditions by performing six common tasks of two styles, and fill a questionnaire devised to measure the aspects of user acceptance. The results therein revealed that ACKMS was more usable and acceptable than both MCKMS and VCKMS, whereas MCKMS was more usable than VCKMS, but less acceptable. Inferential Statistics indicated that these results were statistically significant.
Showing items related by title, author, creator and subject.
Measuring service excellence in banking industry using an integrated approach. An empirical study in the Saudi context.Zairi, Mohamed; Al-Rayes, Raed N. (University of BradfordSchool of Management, 2009-10-22)The research sought to investigate the Critical Excellence Factors (CEFs) that drive Excellence in banking industry. Moreover, it examines whether customers perceive the service of an excellent bank differently from a less-excellent bank. Three hypotheses were formed then tested through case study and survey strategy (triangulation), within the Saudi banking industry context. The study combines the EFQM excellence model as an internal assessment tool (case studies), with the SERVQUAL gap model for external assessment (questionnaires). Analysing and contrasting the two sets of results allowed the study to achieve its main objective. Based on the empirical work, the study identifies several CEFs that must be carefully considered when driving excellence in banking. These factors were proposed in a generic integrated model for driving Excellence in Banking.
The intranet: a platform for knowledge management systems based on knowledge mapping.Buniyamin, N.; Barber, Kevin D. (2004)This paper presents a discussion based on a literature review and a case study on the suitability of using an intranet as a platform to implement Knowledge Management System (KMS). A description of Knowledge Management (KM) and the current research carried out in this area, with examples of web-based KMS systems currently implemented in organisations, are presented. Further, this paper then describes how knowledge mapping of an organisation's intranet as a form of a KMS can be used to promote the re-utilisation of knowledge, which will contribute to the competitiveness of the organisation. A case study that illustrates and presents evidence of the need and suitability of such a system is provided. The paper ends with a proposal for future research to be carried out in this area.
Knowledge-based approaches to fault diagnosis. The development, implementation, evaluation and comparison of knowledge-based systems, incorporating deep and shallow knowledge, to aid in the diagnosis of faults in complex hydro-mechanical devices.Kochhar, A.K.; Doherty, Neil F. (University of BradfordDepartment of Mechanical & Manufacturing Engineering, 2010-07-06)The use of knowledge-based systems to aid in the diagnosis of faults in physical devices has grown considerably since their introduction during the 1970s. The majority of the early knowledge-based systems incorporated shallow knowledge, which sought to define simple cause and effect relationships between a symptom and a fault, that could be encoded as a set of rules. Though such systems enjoyed much success, it was recognised that they suffered from a number of inherent limitations such as inflexibility, inadequate explanation, and difficulties of knowledge elicitation. Many of these limitations can be overcome by developing knowledge-based systems which contain deeper knowledge about the device being diagnosed. Such systems, now generally referred to as model-based systems, have shown much promise, but there has been little evidence to suggest that they have successfully made the transition from the research centre to the workplace. This thesis argues that knowledge-based systems are an appropriate tool for the diagnosis of faults in complex devices, and that both deep and shallow knowledge have their part to play in this process. More specifically this thesis demonstrates how a wide-ranging knowledge-based system for quality assurance, based upon shallow knowledge, can be developed, and implemented. The resultant system, named DIPLOMA, not only diagnoses faults, but additionally provides advice and guidance on the assembly, disassembly, testing, inspection and repair of a highly complex hydro-mechanical device. Additionally it is shown that a highly innovative modelbased system, named MIDAS, can be used to contribute to the provision of diagnostic, explanatory and training facilities for the same hydro-mechanical device. The methods of designing, coding, implementing and evaluating both systems are explored in detail. The successful implementation and evaluation of the DIPLOMA and MIDAS systems has shown that knowledge-based systems are an appropriate tool for the diagnosis of faults in complex hydro-mechanical devices, and that they make a beneficial contribution to the business performance of the host organisation. Furthermore, it has been demonstrated that the most effective and comprehensive knowledge-based approach to fault diagnosis is one which incorporates both deep and shallow knowledge, so that the distinctive advantages of each can be realised in a single application. Finally, the research has provided evidence that the model-based approach to diagnosis is highly flexible, and may, therefore, be an appropriate technique for a wide range of industrial applications.