On the basis of literature research and field research, the article analyzed and summarized factors that affect the customer experience, and built index system of customer experience quality evaluation and evaluation model to help businesses understand the multi-channel customers’ behavior, to be evaluated on its own channel construction and the customer experience, enabling enterprises to the ...

A number of technology-rich spaces have been designed and created over the last few years with the purpose of supporting and enhancing learning, collaboration, community participation and a variety of everyday activities. Our research is concerned with how such spaces are used and whether they can support multiple uses. We report on an observational fieldwork study of a technology-rich multipur...

one of the causes of failure in ICT4D is connected to field research, which is not always capable to understand the reality experienced by beneficiaries in developing nations. Here I present a research method devised specifically to map and explain the perceptions of beneficiaries in ICT4D projects. The method relies on the construct of subjective perception as image, and provides a type of nar...

In this paper we present initial findings from a qualitative field study of the use of cooperation technology of small companies of the children’s media sector. We report three core findings: companies need and use cooperation technology; companies have a strong desire to control incoming and outgoing information; and companies have strong needs for secure applications and data transfers.

Building on social role theory, we extend a contingency perspective on intergroup competition proposing that having groups compete against one another is stimulating to the creativity of groups composed largely or exclusively of men but detrimental to the creativity of groups composed largely or exclusively of women. We tested this idea in two separate studies: a laboratory experiment (Study 1)...

This article considers the potential contribution of life coaching to work with offenders. It draws on a qualitative evaluation of a UK-based initiative which has been coaching offenders (exclusively female at the time of the fieldwork, but now also including men) in prison and in the community. The positive impact of coaching perceived by its recipients is set out and assessed against the theo...

Large financial firms with thousands of employees face many challenges ensuring workers have access to the right information, yet controlling access to unneeded data. We examine the problems of role lifecycle management and entitlement review processes in the context of large financial institutions. We describe observations from field study research in both retail and investment banks. We exami...

The HOT Admin Field Study used qualitative methods to study information technology security professionals. Both the nature of the field and the difficulty of gaining access to participants had implications for the study design. We present the lessons learned, and offer suggestions overcoming the challenge of participant recruitment.

One of the most fundamental tasks relating to the undertaking of fieldwork for a qualitative research study lies in “gaining access”. This involves both securing entry into a particular organisation and ensuring that individuals associated with it, such as employees or users, will serve as informants. In terms of the first problem, a range of strategies that may be adopted by the investigator i...

We report results from a field study using the BART method for measuring available bandwidth in a local IP-network for use in train cars. The test was performed on physical hardware in a laboratory environment for a set of two cars. Test results indicate that BART measurement is viable.