Service marketing is something new, and a lot of companies are working on answering the demand as best they can. Consumption behaviour implies a lot of changes in every market, and companies have to deal with all these changes. Companies must be able to adapt their strategy to be competitive. This has implications for the different models they use to adapt. Furthermore, there is a big difference between the theory and the practice. There are a lot of variables that must be taken into consideration in order to develop the best strategy and to offer the best service possible. During this research, the authors have used a qualitative case study with an abductive approach to develop a theoretical model based on the theory and the practice. Through interviews, the authors have discovered the importance of following the "flow". Companies need to be always be updated by developing a CRM. But also the variable technology that plays an important role in offering a certain product or service. Moreover, the industry is growing very fast, and companies must be able to change all the time and develop new product to be real competitors. So this investigation provides a model that varies from market to market with an explanation of how to develop a certain strategy based on all the information you can gather.

Ample evidence exists that suggests that Information and Communication Technologies (ICT’s) access and usage is structured along gender lines where social, economic, education barriers as well as attitudes impact negatively on female adoption and usage of ICT’s. Further, the ability to communicate and or own an ICT gadget is heavily reliant on disposable income and affordability (Hafkin, 2002). By investigating gender adoption and usage patterns of ICT’s, South Africa stands an opportunity to gather important data critical to circumvent possible negative aspects of gender difference in adoption and usage. According to Huyer, S., and Hafkin, N., (2007), “gender in relation to ICT use and access remains largely an uncharted domain” (Huyer & Hafkin, 2007, p.36). The report uses available ICT data covering between year 2005 to 2010 and the 2007 ICT access and usage survey data is the primary source for the key findings of the report. Key findings of the report suggest that no gender difference exists in adoption and usage of ICT’s in South Africa. However higher incomes, more advanced education, being young and living in an urban location increases adoption and usage. Thus, given the existing gender disparities in income and education and the location of a large proportion of the female population in rural areas, the analysis found that females are disadvantaged with respect to broad ICT access and usage beyond mobile voice communications. While ICT adoption cannot on its own address the broad challenges of socio-economic development, gender-based policy and regulation is necessary to unlock heightened ICT usage by women as a contributing factor to development.

Introdução: A proporção de idosos na população tem aumentado significativamente. O envelhecimento traz como consequência o declínio funcional, limitando sua independência e dificultando o aprendizado de novas habilidades. A expectativa de vida feminina é maior que a masculina, de forma que frequentemente ocorre a viuvez feminina. A viuvez e o divórcio são situações que podem trazer à mulher a necessidade de assumir novas tarefas, assim como aprender a utilizar tecnologias da informação e comunicação que não faziam parte de seu cotidiano, demandando o desenvolvimento de habilidades visando adotar os novos equipamentos e realizar independentemente as novas tarefas. Devido ao declínio funcional natural do envelhecimento e a experiência limitada na utilização desses equipamentos, tornando-se um desafio a elas. Dessa forma, o processo de adaptação da mulher ao assumir novas tarefas e adotar novos equipamentos em seu cotidiano mostra-se como um importante tópico a ser estudado. Objetivo: Conhecer o processo de adaptação que mulheres têm ao assumir tarefas predominantemente masculinas, identificando quais equipamentos adotados, as dificuldades enfrentadas e as estratégias desenvolvidas. Métodos: Estudo exploratório, correlacional, seccional, com abordagem quali-quantitativa. Participaram 96 mulheres. Foram aplicados o Mini-Exame do Estado Mental, o índice de Lawton e Brody, um Questionário sócio-demográfico e a Entrevista \"Novas tarefas e tecnologias no dia-a-dia\". Os dados coletados foram tabulados no software Epi Info® e divididos em categorias temáticas e submetidos à Análise de Conteúdo. Resultados: Participaram 96 mulheres, idades entre 50 e 86 anos e média de 62,5 anos. Observou-se que o adoecimento e/ou óbito de familiares, principalmente do marido, demandaram que as mulheres se adaptassem ao assumir novas tarefas, exigindo direta e indiretamente o desenvolvimento de novas habilidades e a utilização de novos equipamentos no cotidiano. Observou-se que as mulheres apresentaram dificuldades ao adotar os equipamentos devido às características ergonômicas e pela pouca experiência prévia em utilizar equipamentos semelhantes. Conclusão: A viuvez e o divórcio podem demandar que as mulheres assumam novas tarefas. Observou-se também a necessidade indireta proveniente da busca por novas formas de lazer e por maior contato com familiares. Através dos resultados deste estudo é possível auxiliar o processo de adaptação das mulheres e facilitar a adoção dos equipamentos e o desenvolvimento de estratégias mais adequadas. / Introduction: The proportion of elderly in the population has increased significantly. Aging brings as a consequence the functional decline, limiting their independence and making the learning of new skills. Female life expectancy is higher than men\'s, so that often occurs to female widowhood. The widowhood and divorce are situations that may bring the woman need to take on new tasks, as well as learn how to use information and communication technologies that were not part of their daily lives. Requiring the development of skills in order to adopt the new equipment and perform new tasks independently. Due to natural aging and functional decline the limited experience in the use of the equipment, making it a challenge to them. In this way, the process of adaptation of the woman to take on new tasks and adopt new equipment in your daily life shows itself as an important topic to be studied. Objective: To know the process of adaptation that women have to assume tasks predominantly male, identifying what equipment adopted, the difficulties faced and strategies developed. Methods: Exploratory study, correlational, sectional, with quali-quantitative approach. Attended 96 women. Were applied the Mini-Mental State Examination, the Index of Lawton and Brody, a socio-demographic questionnaire and the interview \"New tasks and technologies in everyday life\". The collected data were tabulated in Epi lnfo® software and divided into thematic categories and subjected to Content Analysis. Results: Participants were 96 women, ages 50 and 86 years and average of 62.5 years. It was observed that the death of relatives, and/or illness primarily of husband, demanded that women adapt to take on new tasks, requiring directly and indirectly the development of new skills and the use of new equipment in daily life. It was observed that women have difficulties in adopting the equipment due to the ergonomic features and little previous experience using similar equipment. Conclusion: The widowhood and divorce can demand that women assume new tasks. We also observed an indirect need coming from search for new forms of leisure and for greater contact with relatives. Through the results of this study can help the process of adaptation of women and facilitate the adoption of the equipments and the development of more appropriate strategies.

Thesis advisor: Leigh Patel / Digital literacies have become central in today's society, used in various personal and public incarnations (Coiro, Knobel, Lankshear, & Leu, 2008), occupying prominent space in social and professional worlds (boyd, 2014; Leu et al., 2011). Despite digital literacies' centrality in society, schools have a notoriously difficult time integrating these into curriculum and instruction (O'Brien & Scharber, 2008). Accordingly, I asked: How do teachers in a large, public comprehensive secondary school navigate the challenges and benefits of digital literacies within the structure of Washington High, the curriculum, and their pedagogy? Using a case study design both ethnographic and collaborative in nature, I examined teachers' beliefs and practices to investigate how digital literacies were being used in the classroom, as well as why. Data included a school-wide survey, participant interviews and observations with six teachers, and informal meetings with school staff, most notably the vice-principal. Data was analyzed through the lens of theories of literacy curricular design (New London Group, 1996) and an eye toward New Literacies (Lankshear & Knobel, 2006). Notable results include the finding that technology at Washington often plays out in fairly traditional, teacher-directed, "wine in new bottles" (Lankshear & Knobel, 2006, p. 55) sorts of ways. However, this study also concludes that why this is so moves far beyond these teachers' individual beliefs and practices. Their contexts (unreliable technology, control of uses imposed by the administration), their cultures (narratives of adolescents needing protection from themselves and others), and compulsory schooling itself (traditional conceptions of time and space, narrow definitions of success, high-stakes testing and teacher evaluations) all play dynamic and complicated parts in how digital literacies get taken up, along with teachers' own beliefs and practices. As such, I draw upon theories of complex personhood (Gordon, 1997) and complexity thinking (Davis & Sumara, 2008) in positing ways digital literacies may be utilized in relationship to schools. Implications address these practices' collaborative, creative potentials to transform schools. / Thesis (PhD) — Boston College, 2014. / Submitted to: Boston College. Lynch School of Education. / Discipline: Teacher Education, Special Education, Curriculum and Instruction.

Orientador: Renato Eugênio da Silva Diniz / Banca: Maria Elisabette Brisola Brito Prado / Banca: Aguinaldo Robinson de Souza / Banca: Maria Inês Petrucci Rosa / Banca: Silvia Regina Quijadas Aro Zuliani / Resumo: A presente pesquisa foi realizada com o propósito de analisar e compreender um processo de formação continuada de professores visando promover a inserção da informática nas aulas de Química. Tal ação teve seu desenvolvimento pautado na racionalidade prática e na reflexão crítica sobre o trabalho docente, sendo mediada pela educação a distância. O estudo desenvolveu-se com um grupo de professores de Química de escolas públicas estaduais na região de Jaú (SP). Através de encontros presenciais e de interações em um ambiente virtual de aprendizagem, buscou-se estabelecer um vínculo constante entre a realidade do professor e a formação continuada. Foram utilizados diferentes recursos metodológicos que possibilitaram aos docentes o contato com materiais diversificados, a análise de softwares, a elaboração material didático, bem como a atuação com seus alunos na sala de informática das escolas. Na organização dos dados foram trabalhados três eixos principais: formação e trabalho docente, ensino de Química e uso da informática. A investigação evidenciou elementos-chave para subsidiar propostas de formação continuada e envolveu reflexão e planejamento como meios para desencadear reformulações tanto na percepção dos professores em relação ao papel da informática nas aulas de Química como na utilização desse recurso em sala de aula. / Abstract: This research was conducted with a view to analyze and understand a process of teachers training in-service aiming to promote the insertion of Information and Communication Technologies in the classes of Chemistry. This action had its development based on practical rationality and critical reflection about teaching practice, being mediated by Distance Education. The study was developed with a group of Chemistry teachers in state public schools in the region of Jaú (SP). Through presence meetings and interactions in a virtual learning environment, it was aimed to establish a constant link between the teacher reality and the training in-service. Different methodological resources had been used so that the teachers could have contact with diverse materials, analyse educational software, elaborate learning material, as well as the work with their students in the computer lab of the schools. In the organization of the data three main axes were considered: training and teaching work, teaching of Chemistry and use of Information and Communication Technologies. The investigation revealed key elements to subsidize proposals of teachers training in-service and involved reflection and planning as a mens to trigger recasts in both the perception of teachers concerning to the role of Information and Communication Technologies in the classes of Chemistry as the use of this resource in the classroom. / Doutor

The main goal of this thesis is to map and determinate position of ICT sector in the Czech economy and estimate competitiveness of this segment in the scope of economy of the Czech Republic. The first part explores and evaluates topical position of ICT sector in the Czech Republic, mainly by analyzing basic statistical data about the economic and employment impact of all ICT firms as a whole. There is also calculated effectiveness of each sector of the economy. This part provides a basic image of the ICT sector position compared to other sectors of the Czech economy. The second part continues with the research made in the first part, but on an aggregate level. It summarizes and visualizes changes in aggregated parts of economy in chronological order. Sectors of economy are aggregated to three groups according to their absorption of ICT. The third part expands previous analysis of a global scale. It summarizes and comments the Global Competitiveness Report published by World Economic Forum. This chapter provides clear review of competitiveness of Czech Republic compared to European Union, with accent on ICT sector. The last part is aimed at new methodology of scoring projects developed by the Department of Information Technologies at the University of Economics, Prague. It also sets some recommendations for future methodology. This part contains the library of case studies worked up in new methodology. Finally, there is summary of findings made during the process of exploring selected area of research which evaluates the contribution of the whole thesis as a whole to the researched topic.

Actualmente el uso de tecnologías de información es fundamental como soporte de las decisiones estratégicas y operacionales en las empresas. La presente investigación tiene como objetivo identificar y analizar los principales factores que influyen en la adopción de las Tecnologías de información en las PYMES del sector de muebles de madera ubicados en el Parque Industrial de Villa El Salvador (PIVES). Este estudio describe en primera instancia, la situación actual de las PYMES en el Perú y el nivel de competitividad relacionada al uso de Tecnologías de la Información y Comunicación (TIC) como una base previa para contextualizar la investigación. La metodología desarrollada en la investigación fue de carácter mixto. Se utilizó el método de estudio de enfoque cualitativo como las entrevistas a profundidad realizadas a especialistas de CITEMADERA, entidad estatal dedicada al desarrollo del sector madera. Asimismo, para el desarrollo del método cuantitativo se realizó un cuestionario a los responsables de 60 PYMES de sector madera del PIVES. El resultado obtenido en la validación de la hipótesis planteada, pues nos indica la necesidad del cumplimiento de ciertos factores mínimos (Gestión administrativa, capacitación e infraestructura tecnológica) para una buena implementación de las TICs en las PYMES estudiadas. / Currently, the use of information technologies is fundamental as a support for strategic and operational measures in companies. The objective of this research is to identify and analyze the main factors that influence the adoption of Information Technologies in PYMES in the wood furniture sector of the “Parque Industrial Villa El Salvador (PIVES)”. This study describes the first instance, the current situation of SMEs in Peru and the level of competitiveness related to the use of Information and Communication Technologies (ICT) as a prior basis to contextualize research. The methodology developed in the research was mixed. The qualitative approach study method was used, such as the interviews and the depth of CITEMADERA, the state entity dedicated to the development of the wood sector. Likewise, for the development of the quantitative method a questionnaire was carried out to the heads of 60 SMEs of the PIVES wood sector. The result obtained in the validation of the proposed hypothesis, since it indicates the need for compliance with certain minimum factors (administrative management, training and technological infrastructure) for a good implementation of ICTs in the SMEs studied. / Tesis

Growing pressure is being placed upon educational institutions as students, employers and governments look at the economic, demographic and technological environments of the present, expecting them to have the answers for the future. Many institutions are turning to information and communication technology (ICT) for some of these answers. The focus of this study is two fold - the use of ICT in teaching and learning by teaching staff within an Australian tertiary institution (Curtin University of Technology) and the mechanisms the University has established in order to realign themselves with the information age. At certain stages these two coincide to provide an insight into the organisational culture and teaching environment of one Australian University. The key research questions that guided this study are as follows: How are Curtin University teaching staff utilising ICT in their teaching and learning?; What is the relationship between the ICT behaviour of a University's teaching staff and the strategies used to implement the University's ICT strategic planning initiatives?; What is an appropriate model for future implementation of ICT into teaching and learning at an Australian university? A combination of qualitative (interview and case study techniques) and quantitative (survey and Likert-type instruments) methods was employed. Overall, this study can be described as longitudinal in nature, relying upon such tools as observation, interviews and survey instruments, to collect data at appropriate points in time from the various samples. Since it has already been acknowledged that such change takes time, the study focused specifically on those changes which occurred during the two academic years (1999-2000) at Curtin University of Technology. / It appears that the critical mass stage for integrating ICT into teaching and learning has been reached by the teaching staff involved in the Curtin survey sample. The most common teaching mode adopted by the survey sample is the traditional lecture and tutorial (workshop or laboratory) mode. However, the data revealed that over the 16 month period of the study there was a large increase in the use of Web-based material for teaching and learning. The data revealed that a number of factors emerged which affected the adoption of ICT. These factors included: leadership across the university, attitude toward the use of ICT; the perceived benefits of adopting ICT in teaching and learning; incentives, modeling mechanisms, the provision of adequate support structures; the time factor; training; facilities and resources. The reflective monitoring system utilised in this study (the TracIT reports) revealed the changes in ICT behaviour and the changes in the ICT environment, as well as the source of initiation of the change. It appears that most of the 'real changes' which occurred in the teaching practice of the case study sample were individually driven, with some others being influenced by their own Department/School or by student pressure. The study also found that the adoption of ICT into the working environment of a university teacher significantly increases the workload of individual staff. The existence of transformational leadership across all levels of the University was identified as a major factor in the promotion and adoption of ICT and ultimately the development of a truly professional learning community. / From the extensive data collected in this longitudinal study an empirical model or framework, the "Curtin University Professional Learning Community Model", was introduced. Many of the teaching staff at Curtin University involved in this particular study have clearly demonstrated their commitment to the adoption of ICT for teaching and learning. The detailed case study data has also revealed that many of the teaching staff possess professional attributes which would be admired and valued in any university. Universities are facing the challenge of identifying what role ICT will play in the future of higher education and how to implement the appropriate strategies which will meet these needs. This study has found that the key to meeting the challenge seems to be to harness strategies that lead to the development of a professional learning community. The Curtin University Professional Learning Community Model has identified the key elements which need to be in place if the use of ICT for teaching and learning is to be not only adopted, but sustained and more importantly, effective in the teaching and learning process. This study has clearly revealed that it is only through the synergy of university commitment and individual commitment that real change can actually take place, the change in this case being the adoption of ICT in teaching and learning practices. The strategies suggested by the empirically derived model can begin this journey to a truly professional learning community.

<p><strong><em>Research Question</em></strong><strong><em>:</em></strong> Can organizations truly create value for all its stakeholders simultaneously, without a significant trade-off from one group to another? And what role does current ICT infrastructure play?<strong> </strong></p><p><strong><em>Purpose:</em></strong> This study is aimed at determining how organizations create value simultaneously for stakeholders without a trade-off, and also examine the role of ICT (Information and communication technologies) in balancing responsibility in trying to satisfying all stakeholders (customers, suppliers, society, environment, employees and shareholders) in complex ICT environments.</p><p><strong><em>Methodology:</em></strong> The study involves business organizations in Sweden. A research questionnaire was sent to one thousand five hundred top level management executives in Swedish based business organizations, to collect data.  Business organizations were carefully selected to cut across many industry sectors.</p><p><strong><em>Findings:</em></strong><strong> </strong>Some of the findings includes: that many companies in Sweden still have a hard time satisfying all stakeholders simultaneously without trade-off, even with the huge ICT infrastructures. We discovered that although companies invest a lot on ICT, but the combination of strategy which will bring corporate partnership and create value for all without “robbing Peter to pay Paul” is still lacking.</p><p><strong><em>Research Limitations:</em></strong><strong> </strong>First, the study was limited to Sweden because of lack of resources to conduct interviews in many countries. Thus, there is the need to exercise caution in generalising these findings. Second, the number of respondents was limited, because it was difficult to get very busy top management executives from different companies to respond to our questionnaire.  <strong></strong></p><p><strong><em>Originality:</em></strong> This research work provides insight to understand and interpret balanced stakeholder value creation in companies, identify attributes for simultaneous value creation, as well as the role information and communication technology play in achieving this objective.</p><p><strong><em>Keywords:</em></strong> Stakeholder, Value Creation, Information and communication technology, Sustainable Value, and Stakeholder Analysis</p>

<p>Traditional education system on campus has been using as a legacy over decades to support educational learning. The major change over time has been made by the use of technology supporting students in the academic community. As the majority of students in higher education today belong to the digital-age-student generation, they frequently use online technology to interact with instructors, other learners, and to access online materials. In this study, the result is primarily presented from campus students’ perceptions, to gain a deeper understanding of how social media is being used to support educational and collaborative/cooperative learning. Although, almost all the respondents are frequent social media users, only a quarter of them use such media regularly for academic purposes. Through use of social media in academia, students have encountered with benefits─ as convenience, possibility of interaction anywhere/anytime, time-saving, low price and many others─ in addition to facing to limitations─ such as less effective or spontaneous contact, connection problems, lack of platform compatibility, less creative and innovative thinking, and other issues─ which have been discussed in this study.</p><p>This thesis adopted a qualitative research and the characterization of knowledge that is used is exploratory research method with the use of interview as a tool for empirical data collection. Twenty interviews have been conducted with Uppsala University higher education students within random subject disciplines. Among many different social media, the most frequent ones used by majority of students are e-mail, a common asynchronous media to interact with instructors and other learners; and Instant Messaging (IM), a synchronous communication way to interact with co-workers, classmates, or group-mates. Furthermore, learners use social media to coordinate their collaborative/cooperative work, share documents and ask questions. Facebook, Wikipedia, YouTube and other popular social media are also sometimes used for educational purposes.</p><p>The findings indicate that social media seems particularly beneficial for supporting educational learning; though there are some negative aspect and limitations. Learners look at using the technology and social media as a complement to support their studies and collaboration/cooperation. However, not many of them consider using such media as a substitute for face-to-face interactions and the traditional campus education. By drawing on this thesis and the previous studies, proposition on how use of social media supports educational learning in the future has been emerged.</p>