Search results for: Adoption and diffusion of e-Government services

Authors: Mohammad Soliman, Mohamed A. Abou-Shouk

Abstract:

Knowledge management focuses on the development, storage, retrieval, and dissemination of information and expertise. It has become an important tool to improve performance in tourism enterprises. This includes improving decision-making, developing customer services, and increasing sales and profits. Knowledge management adoption depends on human, organizational and technological factors. This study aims to explore the concept of knowledge management in travel agents in Egypt. It explores the requirements of adoption and its impact on performance in these agencies. The study targets Category A travel agents in Egypt. The population of the study encompasses Category A travel agents having online presence. An online questionnaire is used to collect data from managers of travel agents. This study is useful for travel agents who are in urgent need to restructure their intermediary role and support their survival in the global travel market. The study sheds light on the requirements of adoption and the expected impact on performance. This could help travel agents identify their situation and the determine the extent to which they are ready to adopt knowledge management. This study is contributing to knowledge by providing insights from the tourism sector in a developing country where the concept of knowledge management is still in its infancy stages.

Keywords: Benefits, determinants, Egypt, knowledge management, travel agents.

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Authors: Yanqin Chen, Chao Jiang, Chongdu Cho

Abstract:

This research presents the three-dimensional mechanical characteristics of a commercial gas diffusion layer by experiment and simulation results. Although the mechanical performance of gas diffusion layers has attracted much attention, its reliability and accuracy are still a major challenge. With the help of simulation analysis methods, it is beneficial to the gas diffusion layer’s extensive commercial development and the overall stress analysis of proton electrolyte membrane fuel cells during its pre-production design period. Therefore, in this paper, a three-dimensional constitutive model of a commercial gas diffusion layer, including its material stiffness matrix parameters, is developed and coded, in the user-defined material model of a commercial finite element method software for simulation. Then, the model is validated by comparing experimental results as well as simulation outcomes. As a result, both the experimental data and simulation results show a good agreement with each other, with high accuracy.

Keywords: Gas diffusion layer, proton electrolyte membrane fuel cell, stiffness matrix, three-dimensional mechanical characteristics, user-defined material model.

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Authors: M. A. Basunia

Abstract:

Thirty three re-wetting tests were conducted at different combinations of temperatures (5.7- 46.30C) and relative humidites (48.2-88.6%) with barley. Two most commonly used thinlayer drying and rewetting models i.e. Page and Diffusion were compared for their ability to the fit the experimental re-wetting data based on the standard error of estimate (SEE) of the measured and simulated moisture contents. The comparison shows both the Page and Diffusion models fit the re-wetting experimental data of barley well. The average SEE values for the Page and Diffusion models were 0.176 % d.b. and 0.199 % d.b., respectively. The Page and Diffusion models were found to be most suitable equations, to describe the thin-layer re-wetting characteristics of barley over a typically five day re-wetting. These two models can be used for the simulation of deep-bed re-wetting of barley occurring during ventilated storage and deep bed drying.

Keywords: Thin-layer, barley, re-wetting parameters, temperature, relative humidity.

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Authors: Kong-Seng, Lai, Nor'Aini Yusof

Abstract:

Organizational culture fosters innovation, and innovation is the main engine to be sustained within the uncertainty market. Like other countries, the construction industry significantly contributes to the economy, society and technology of Malaysia, yet, innovation is still considered slow compared to other industries such as manufacturing. Given the important role of an architect as the key player and the contributor of new ideas in the construction industry, there is a call to identify the issue and improve the current situation by focusing on the architectural firms. In addition, the existing studies tend to focus only on a few dimensions of organizational culture and very few studies consider whether innovation is being generated or adopted. Hence, the present research tends to fill in the gap by identifying the organizational cultures that foster or hinder innovation generation and/or innovation adoption, and propose a model of organizational culture and innovation generation and/or adoption.

Keywords: Innovation adoption, innovation generation, architectural firm, organizational culture

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Authors: Mohammed A. Kafaji

Abstract:

This paper aims to investigate the influence of quality of education and quality of research, provided by local educational institutions, on the adoption of Information and Communication Technology (ICT) in managing business operations for companies in Saudi market. A model was developed and tested using data collected from 138 Chief Executive Officers (CEOs) of foreign companies in diverse business sectors. The data is analyzed and managed using multivariate approaches through standard statistical packages. The results showed that educational quality has little contribution to the ICT adoption while research quality seems to play a more prominent role. These results are analyzed in terms of business environment and market constraints and further extended to the perceived effectiveness of applied pedagogical approaches in schools and universities.

Keywords: Domestic Competition, Quality of Education, Quality of Research, ICT Adoption, Mediation.

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Authors: Brajesh Kumar Jha, Neeru Adlakha, M. N. Mehta

Abstract:

Mathematical and computational modeling of calcium signalling in nerve cells has produced considerable insights into how the cells contracts with other cells under the variation of biophysical and physiological parameters. The modeling of calcium signaling in astrocytes has become more sophisticated. The modeling effort has provided insight to understand the cell contraction. Main objective of this work is to study the effect of voltage gated (Operated) calcium channel (VOC) on calcium profile in the form of advection diffusion equation. A mathematical model is developed in the form of advection diffusion equation for the calcium profile. The model incorporates the important physiological parameter like diffusion coefficient etc. Appropriate boundary conditions have been framed. Finite volume method is employed to solve the problem. A program has been developed using in MATLAB 7.5 for the entire problem and simulated on an AMD-Turion 32-bite machine to compute the numerical results.

Keywords: Ca2+ Profile, Advection Diffusion, VOC, FVM.

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Authors: Xinhua Zhang, Kelin Li

Abstract:

In this paper, the problem of stability analysis for a class of impulsive stochastic fuzzy neural networks with timevarying delays and reaction-diffusion is considered. By utilizing suitable Lyapunov-Krasovskii funcational, the inequality technique and stochastic analysis technique, some sufficient conditions ensuring global exponential stability of equilibrium point for impulsive stochastic fuzzy cellular neural networks with time-varying delays and diffusion are obtained. In particular, the estimate of the exponential convergence rate is also provided, which depends on system parameters, diffusion effect and impulsive disturbed intention. It is believed that these results are significant and useful for the design and applications of fuzzy neural networks. An example is given to show the effectiveness of the obtained results.

Keywords: Exponential stability, stochastic fuzzy cellular neural networks, time-varying delays, impulses, reaction-diffusion terms.

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Authors: K. R. V. Manikantachari, Vasudevan Raghavan, K. Srinivasan

Abstract:

Present study focuses on studying the oscillatory behavior of jet diffusion flames. At a particular jet exit velocity, the flames are seen to exhibit natural flickering. Initially the flickering process is not continuous. In this transition region as well as in the continuous flickering regime, the flickering displays multiple frequency oscillations. The response of the flame to the exit velocity profile of the burner is also studied using three types of burners. The entire range of natural flickering is investigated by capturing high speed digital images and processing them using a MATLAB code.

Keywords: Diffusion flames, Natural flickering, flickering frequency, intermittent flickering

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Authors: Kong-Seng, Lai, Nor'Aini Yusof

Abstract:

Organizational culture fosters innovation, and innovation is the main engine to be sustained within the uncertainty market. Like other countries, the construction industry significantly contributes to the economy, society and technology of Malaysia, yet, innovation is still considered slow compared to other industries such as manufacturing. Given the important role of an architect as the key player and the contributor of new ideas in the construction industry, there is a call to identify the issue and improve the current situation by focusing on the architectural firms. In addition, the existing studies tend to focus only on a few dimensions of organizational culture and very few studies consider whether innovation is being generated or adopted. Hence, the present research tends to fill in the gap by identifying the organizational cultures that foster or hinder innovation generation and/or innovation adoption, and propose a model of organizational culture and innovation generation and/or adoption.

Keywords: Innovation adoption, innovation generation, architectural firm, organizational culture

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Authors: Mohamed A. Abou-Shouk, Mahamoud M. Hewedi

Abstract:

This study extends technology acceptance model (TAM) to investigate the antecedents and consequences of social media adoption by tourists and travel agents. It compares their perceptions on social media adoption and its consequences. Online survey was addressed to tourists and travel agents for data collection purposes. Structural equation modelling was employed for analysis purposes. The findings revealed that the majority of tourists and travel agents involved in the study believe in the usefulness of social media adoption for travel planning and marketing purposes. They agree that adopting social media could change the attitude of tourists towards specific destination or attraction and influence their purchasing decisions. This study contributes to knowledge by extending TAM and provides some managerial implication to marketers.

Keywords: TAM, social media, travel, tourism, travel agents.

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Authors: Ahmed Badawi, J. Michael Johnson, Mohamed Mahfouz

Abstract:

This paper proposes new enhancement models to the methods of nonlinear anisotropic diffusion to greatly reduce speckle and preserve image features in medical ultrasound images. By incorporating local physical characteristics of the image, in this case scatterer density, in addition to the gradient, into existing tensorbased image diffusion methods, we were able to greatly improve the performance of the existing filtering methods, namely edge enhancing (EE) and coherence enhancing (CE) diffusion. The new enhancement methods were tested using various ultrasound images, including phantom and some clinical images, to determine the amount of speckle reduction, edge, and coherence enhancements. Scatterer density weighted nonlinear anisotropic diffusion (SDWNAD) for ultrasound images consistently outperformed its traditional tensor-based counterparts that use gradient only to weight the diffusivity function. SDWNAD is shown to greatly reduce speckle noise while preserving image features as edges, orientation coherence, and scatterer density. SDWNAD superior performances over nonlinear coherent diffusion (NCD), speckle reducing anisotropic diffusion (SRAD), adaptive weighted median filter (AWMF), wavelet shrinkage (WS), and wavelet shrinkage with contrast enhancement (WSCE), make these methods ideal preprocessing steps for automatic segmentation in ultrasound imaging.

Keywords: Nonlinear anisotropic diffusion, ultrasound imaging, speckle reduction, scatterer density estimation, edge based enhancement, coherence enhancement.

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Authors: Yasaman Tohidi, Rouzbeh Riazi, Shidvash Vakilipour, Masoud Mohammadi

Abstract:

The objective of the present study is to numerically investigate the effect of CO₂ replacement of N₂ in air stream on the flame characteristics of the CH₄ turbulent diffusion flame. The Open source Field Operation and Manipulation (OpenFOAM) has been used as the computational tool. In this regard, laminar flamelet and modified k-ε models have been utilized as combustion and turbulence models, respectively. Results reveal that the presence of CO₂ in air stream changes the flame shape and maximum flame temperature. Also, CO₂ dilution causes an increment in CO mass fraction.

Keywords: CH4 diffusion flame, CO2 dilution, OpenFOAM, turbulent flame.

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Authors: Amrita Tripathi, Neeru Adlakha

Abstract:

Calcium [Ca2+] dynamics is studied as a potential form of neuron excitability that can control many irregular processes like metabolism, secretion etc. Ca2+ ion enters presynaptic terminal and increases the synaptic strength and thus triggers the neurotransmitter release. The modeling and analysis of calcium dynamics in neuron cell becomes necessary for deeper understanding of the processes involved. A mathematical model has been developed for cylindrical shaped neuron cell by incorporating physiological parameters like buffer, diffusion coefficient, and association rate. Appropriate initial and boundary conditions have been framed. The closed form solution has been developed in terms of modified Bessel function. A computer program has been developed in MATLAB 7.11 for the whole approach.

Keywords: Laplace Transform, Modified Bessel function, reaction diffusion equation, diffusion coefficient, excess buffer, calcium influx

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Authors: Isaac Kofi Mensah, Jianing Mi, Feng Cheng

Abstract:

This research paper seeks to investigate the factors determining the continuance usage of online mobile payment applications among WECHAT users in China. Technology Acceptance Model (TAM) and the Diffusion of Innovation (DOI) theory would both be applied as the theoretical foundation for this study. A developed instrument would be administered to the targeted sample of 1000 WECHAT Users in the City of Harbin, China, through an online questionnaire administration platform. Factors such as perceived usefulness, perceived ease of use, perceived service quality, social influence, trust in the internet, internet self-efficacy, relative advantage, compatibility, and complexity would be explored to determine its significant impact on the continuance intention to use mobile payment apps. This study is at the development and implementation stage. The successful completion of this research article would not only provide an insightful understanding of the factors influencing the decision of WECHAT users in China to use mobile payment applications but also enrich the e-commerce adoption literature.

Keywords: Diffusion of innovation (DOI), e-commerce, mobile payment, technology acceptance model (TAM), WECHAT.

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Authors: Amir Rastegarnia, Mohammad Ali Tinati, Azam Khalili

Abstract:

In this paper we consider the issue of distributed adaptive estimation over sensor networks. To deal with more realistic scenario, different variance for observation noise is assumed for sensors in the network. To solve the problem of different variance of observation noise, the proposed method is divided into two phases: I) Estimating each sensor-s observation noise variance and II) using the estimated variances to obtain the desired parameter. Our proposed algorithm is based on a diffusion least mean square (LMS) implementation with linear combiner model. In the proposed algorithm, the step-size parameter the coefficients of linear combiner are adjusted according to estimated observation noise variances. As the simulation results show, the proposed algorithm considerably improves the diffusion LMS algorithm given in literature.

Keywords: Adaptive filter, distributed estimation, sensor network, diffusion.

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Authors: Giulio Mangano, Alberto De Marco, Giovanni Zenezini

Abstract:

The concept of City Logistics (CL) has emerged to improve the impacts of last mile freight distribution in urban areas. In this paper, a System Dynamics (SD) model exploring the dynamics of the diffusion of a ICT platform for CL management across different populations is proposed. For the development of the model two sources have been used. On the one hand, the major diffusion variables and feedback loops are derived from a literature review of existing diffusion models. On the other hand, the parameters are represented by the value propositions delivered by the platform as a response to some of the users’ needs. To extract the most important value propositions the Business Model Canvas approach has been used. Such approach in fact focuses on understanding how a company can create value for her target customers. These variables and parameters are thus translated into a SD diffusion model with three different populations namely municipalities, logistics service providers, and own account carriers. Results show that, the three populations under analysis fully adopt the platform within the simulation time frame, highlighting a strong demand by different stakeholders for CL projects aiming at carrying out more efficient urban logistics operations.

Keywords: City logistics, simulation, system dynamics, business model.

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Authors: Sawcen Chebaane, Hakim Ben Othman

Abstract:

This paper investigates the effect of International Financial Reporting Standards (IFRS) adoption on the frequency of earnings managements towards small positive profits. We focus on two emerging markets IFRS adopters: South Africa and Turkey. We tested our logistic regression using appropriate panelestimation techniques over a sample of 330 South African and 210 Turkish firm-year observations over the period 2002-2008. Our results document that mandatory adoption of IFRS is not associated with a reduction in earnings management towards small positive profits in emerging markets. These results contradict most of the previous findings of the studies conducted in developed countries. Based on the legal system factor, we compare the intensity of earnings management between a code law country (Turkey) and a common law country (South Africa) over the pre and post-adoption periods. Our findings show that the frequency of such earnings management practice increases significantly for the code law country.

Keywords: Civil law, common law, emerging markets, Mandatory IFRS adoption, small positive profits.

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Authors: Lo Kar Yin

Abstract:

In view of the increasing speed and quantity of the housing supply, building, and civil engineering infrastructure works triggered by the pandemic across the globe, contractors, professional services providers (PSP), including consultants (e.g., architect, project manager, civil/geotechnical/structural engineer, building services engineer, quantity surveyor/cost manager, etc.) and suppliers have faced tremendous challenges of the fierce market, limited manpower, and resources under contract prices fluctuation and competitive fee and price. With qualitative analysis, this paper is to identify the available information from the industry stakeholders with a view to finding solutions for enhancing efficiency, safety, and quality of construction value chain services for public and private organisations/companies’ sustainable growth, not limited to checking the deliverables and data transfer from multi-disciplinary parties. Technology, contracts, and people are the key requirements for shaping the construction industry. With the integration of a modern engineering contract (e.g., NEC) collaborative approach, practical workflows are designed to address loopholes together with different levels of people employment/retention and technology adoption to achieve the best value for money.

Keywords: Sustainable Development, Sustainable solutions, contract, construction value chain, Building Information Modelling, BIM integration.

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Authors: Shujun Fu, Qiuqi Ruan, Wenqia Wang, Yu Li

Abstract:

Utilizing echoic intension and distribution from different organs and local details of human body, ultrasonic image can catch important medical pathological changes, which unfortunately may be affected by ultrasonic speckle noise. A feature preserving ultrasonic image denoising and edge enhancement scheme is put forth, which includes two terms: anisotropic diffusion and edge enhancement, controlled by the optimum smoothing time. In this scheme, the anisotropic diffusion is governed by the local coordinate transformation and the first and the second order normal derivatives of the image, while the edge enhancement is done by the hyperbolic tangent function. Experiments on real ultrasonic images indicate effective preservation of edges, local details and ultrasonic echoic bright strips on denoising by our scheme.

Keywords: anisotropic diffusion, coordinate transformationdirectional derivatives, edge enhancement, hyperbolic tangentfunction, image denoising.

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Authors: E. Karoui Chaabane, S. Hadouaj, K. Ghedira

Abstract:

Inter-organizational Workflow (IOW) is commonly used to support the collaboration between heterogeneous and distributed business processes of different autonomous organizations in order to achieve a common goal. E-government is considered as an application field of IOW. The coordination of the different organizations is the fundamental problem in IOW and remains the major cause of failure in e-government projects. In this paper, we introduce a new coordination model for IOW that improves the collaboration between government administrations and that respects IOW requirements applied to e-government. For this purpose, we adopt a Multi-Agent approach, which deals more easily with interorganizational digital government characteristics: distribution, heterogeneity and autonomy. Our model integrates also different technologies to deal with the semantic and technologic interoperability. Moreover, it conserves the existing systems of government administrations by offering a distributed coordination based on interfaces communication. This is especially applied in developing countries, where administrations are not necessary equipped with workflow systems. The use of our coordination techniques allows an easier migration for an e-government solution and with a lower cost. To illustrate the applicability of the proposed model, we present a case study of an identity card creation in Tunisia.

Keywords: E-government, Inter-organizational workflow, Multi-agent systems, Semantic web services.

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Authors: M. Kargar, F.Fartash, T. Saderi, M. Abdar-e Bakhshayesh

Abstract:

In this paper we have suggested a new system for egovernment. In this method a government can design a precise and perfect system to control people and organizations by using five major documents. These documents contain the important information of each member of a society and help all organizations to do their informatics tasks through them. This information would be available by only a national code and a secure program would support it. The suggested system can give a good awareness to the society and help it be managed correctly.

Keywords: E-Government, Internet, Web-Based System, Society.

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Authors: Shujun Fu, Qiuqi Ruan, Wenqia Wang, Yu Li

Abstract:

Utilizing echoic intension and distribution from different organs and local details of human body, ultrasonic image can catch important medical pathological changes, which unfortunately may be affected by ultrasonic speckle noise. A feature preserving ultrasonic image denoising and edge enhancement scheme is put forth, which includes two terms: anisotropic diffusion and edge enhancement, controlled by the optimum smoothing time. In this scheme, the anisotropic diffusion is governed by the local coordinate transformation and the first and the second order normal derivatives of the image, while the edge enhancement is done by the hyperbolic tangent function. Experiments on real ultrasonic images indicate effective preservation of edges, local details and ultrasonic echoic bright strips on denoising by our scheme.

Keywords: anisotropic diffusion, coordinate transformation, directional derivatives, edge enhancement, hyperbolic tangent function, image denoising.

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Authors: Elragig Aiman, Dreiwi Hanan, Townley Stuart, Elmabrook Idriss

Abstract:

In this paper, we reconsider the analysis of the Oregonator model. We highlight an error in this analysis which leads to an incorrect depiction of the parameter region in which diffusion driven instability is possible. We believe that the cause of the oversight is the complexity of stability analyses based on eigenvalues and the dependence on parameters of matrix minors appearing in stability calculations. We regenerate the parameter space where Turing patterns can be seen, and we use the common Lyapunov function (CLF) approach, which is numerically reliable, to further confirm the dependence of the results on diffusion coefficients intensities.

Keywords: Diffusion driven instability, common Lyapunov function (CLF), turing pattern, positive-definite matrix.

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Authors: Sattam Allahawiah, Haroon Altarawneh, Sameer Alamro

Abstract:

Because of its global reach, reduction of time restraints, and ability to reduce costs and increase sales, use of the Internet, the World Wide Web (WWW), and related technologies can be a competitive tool in the arsenal of small and medium-sized enterprises (SMEs). Countries the world over are interested in the successful adoption of the Internet by SMEs. Because a vast majority of jobs come from that sector, greater financial success of SMEs translates into greater job growth and, subsequently, higher tax revenue to the government. This research investigated the level of Internet usage for business solutions by small and medium enterprises in Jordan. Through the survey of a random sample of 100 firms with less than 500 employees and from data obtained from this survey that formed the basis for our study, we found that a majority of respondents use the Internet in business activities , the adoption of the Internet as a business tool is limited to a brochure where Web site which primarily provides one way. As such, there wasn't interactive information about the company and its products and services.

Keywords: Internet, SMEs, e-commerce, website, e-business, IT.

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Authors: Chaitanya Vyas

Abstract:

This paper identifies limitations of existing two e- Governance services viz. railway ticket booking and passport service in India. The comparison has been made as to how in the past these two citizen services were operating manually and how these services are taken online via e-Governance. Different e-Governance projects, investment aspects, and role of corporate are discussed. For Indian Railway online ticketing a comparison has been made between state run booking website and popular private firm run booking websites. For passport service, observations through personal visit to passport center is described. Suggestions are made to improve these services further to improve citizen service experiences.

Keywords: e-Governance, citizen services, Indian Railways, passport.

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Authors: Qiang Zhao, Yina Shi, Guangwei Yuan, Zhiwei Dong

Abstract:

A cell-centered finite volume scheme for discretizing diffusion operators on distorted quadrilateral meshes has recently been designed and added to APMFCG to enable that code to be used as a tool for studying explosive magnetic flux compression generators. This paper describes this scheme. Comparisons with analytic results for 2-D test cases are presented, as well as 2-D results from a test of a "realistic" generator configuration.

Keywords: Cell-centered FVM, distorted meshes, diffusion scheme, MFCG.

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Authors: Nur Azaliah Abu Bakar, Harihodin Selamat, Mohd Nazri Kama

Abstract:

This article provides a systematic review of existing research related to the Service-oriented Enterprise Architecture (SoEA) adoption and maturity measurement model. The review’s main goals are to support research; to facilitate other researchers’ search for relevant studies; and to propose areas for future studies within this area. In addition, this article provides useful information on SoEA adoption issues and its related maturity model, based on research-based knowledge. The review results suggest that motives, critical success factors (CSFs), implementation status, and benefits are the most frequently studied areas, and that each of these areas would benefit from further exposure.

Keywords: Systematic Literature Review, Service-oriented Architecture, Adoption, Maturity Model.

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Authors: R. Hashim, A. J. Bock, S. Cooper

Abstract:

Absorptive capacity generally facilitates the adoption of innovation. How does this relationship change when economic return is not the sole driver of innovation uptake? We investigate whether absorptive capacity facilitates the adoption of green innovation based on a survey of 79 construction companies in Scotland. Based on the results of multiple regression analyses, we confirm that existing knowledge utilisation (EKU), knowledge building (KB) and external knowledge acquisition (EKA) are significant predictors of green process GP), green administrative (GA) and green technical innovation (GT), respectively. We discuss the implications for theories of innovation adoption and knowledge enhancement associated with environmentally-friendly practices.

Keywords: Absorptive capacity, construction industry, environmental, green innovation.

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Authors: Jinfeng Wang, Yuanhong Bi, Hong Li, Yang Liu, Meng Zhao

Abstract:

In this paper, a new time discontinuous expanded mixed finite element method is proposed and analyzed for two-order convection-dominated diffusion problem. The proofs of the stability of the proposed scheme and the uniqueness of the discrete solution are given. Moreover, the error estimates of the scalar unknown, its gradient and its flux in the L1( ¯ J,L2( )-norm are obtained.

Keywords: Convection-dominated diffusion equation, expanded mixed method, time discontinuous scheme, stability, error estimates.

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Authors: Anne M. Sørebø, Øystein Sørebø, Maung K. Sein

Abstract:

The search for factors that influence user behavior has remained an important theme for both the academic and practitioner Information Systems Communities. In this paper we examine relevant user behaviors in the phase after adoption and investigate two factors that are expected to influence such behaviors, namely User Involvement (UI) and Personal Innovativeness in IT (PIIT). We conduct a field study to examine how these factors influence postadoption behavior and how they are interrelated. Building on theoretical premises and prior empirical findings, we propose and test two alternative models of the relationship between these factors. Our results reveal that the best explanation of post-adoption behavior is provided by the model where UI and PIIT independently influence post-adoption behavior. Our findings have important implications for research and practice. To that end, we offer directions for future research.

Keywords: User involvement, personal innovativeness in IT, use of systems, user support, post-adoption behavior.

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