bluuebunny/crossref_metadata_2025 huggingface dataset:
How conversational AI is enabling the experience economy
Authors: Cailleteau Laetitia , Gilmartin Emer , Hendricks Fuad
Published: July 2024

The use of conversational AI (CAI), already experiencing strong growth, has accelerated throughout the COVID-19 pandemic. Natural or human language interfaces enable engaging, satisfying and efficient experiences across platforms and sectors. This paper briefly introduces CAI, provides a snapshot of where the technology is, with examples of recent use cases. It then explores the growing area of ethical considerations, best practice and legislation for CAIs, and maps human rights concerns to the technological landscape. It concludes with pointers towards useful, ethically sound applications where users can collaborate easily and flexibly with CAIs.
What does it all meme? An exploration of meme stock litigation, regulatory scrutiny and defences for broker-dealers
Authors: Light Susan , Lohnes Michael J. , Koesterer Hannah O. , Stickel Carrie M. , Mcdonough Conor
Published: July 2024

US financial market regulators have taken a renewed interest in retail trading and brokerdealer practices following the January 2021 ‘meme stock’ extreme market volatility. In this paper, the authors examine broker-dealer practices and trading rules that are the subject of pending litigation. Specifically, this paper examines areas of potential regulatory interest in the aftermath of the trading frenzy, including payment for order flow and related customer disclosures. It also examines the rationale for certain trading restrictions implemented by some broker-dealers during the period of extreme volatility. It then analyses legal defences for broker-dealers in pending investor litigation. Lastly, this paper discusses potential criminal and regulatory liability for amateur traders active on social media and online forums.
The role of generative pre-trained transformers (GPTs) in revolutionising digital marketing: A conceptual model
Authors: Kumar Sharma Animesh , Sharma Rahul
Published: July 2024

Generative pre-trained transformer (GPT) technology has become a revolutionary deep-learning tool for enabling businesses to generate coherent and contextually relevant text. With its versatile applications in content creation, customer interactions and social media marketing, GPT has redefined the way businesses engage with their audiences. This research paper focuses on the applications of GPT in social media marketing, search ads and display advertisements, enhancing customer support and interactions. By harnessing the conversational capabilities of ChatGPT, businesses are able to deliver personalised responses, address customer queries, and provide tailored recommendations, thereby elevating the overall customer experience and driving customer satisfaction. Furthermore, the ability of GPT to generate creative and engaging content has proven invaluable in the realm of social media marketing. Marketers can leverage GPT to automate the creation of social media posts, craft captivating captions, and generate relevant hashtags that resonate with their target audience. Through a comprehensive review of existing literature, empirical studies and case examples, this paper demonstrates the transformative potential of GPT in digital marketing. It highlights the advantages and opportunities arising from integrating GPT-based technologies, emphasising the significance of personalised customer interactions and compelling social media content for achieving marketing objectives. The findings contribute to a deeper understanding of the role and implications of GPT in digital marketing, offering valuable insights for practitioners and researchers in the field.
Payments in the Middle East and Africa: An overview and review of implications for corporates operating in the region
Authors: Subramanian Murali
Published: July 2024

With significant growth potential and a young population aspiring to better living standards and governance, the Middle East and Africa represents an economic area that is less sensitive to global economic cycles and is capable of long-term sustained economic growth. An important and fundamental enabler in accelerating economic growth is financial infrastructure, and this area has undergone significant transformational change over the last 25 years, of which the greatest changes have been seen in the last five years. Though this is a region blessed with significant natural resources, there continue to be several serious challenges to bringing the entire region to a high growth path, with failed governance leading to civil unrest in a number of countries, and the lack of popular participation in building and improving financial infrastructure. But with the leapfrogging in infrastructure, achieving in far less time what took decades or more in the US, Europe or East Asia, the Middle East and Africa, and the significant increase in focus from global businesses in the region, there has emerged a compelling economic dimension to what was traditionally socio- political tradition shaping the development in the region. As the use of cash slowly decreases, manually initiated slow value transfer systems give way to intraday value transfers, merchant acquiring and mobile infrastructure expands, and multiple payment types emerge, businesses in the region have an increasing range of choices to support growing sales and profitability. There will be new demands for inclusion of capacity to transfer richer data, along with quicker payments as documentary credits yield to open account trade. As the paper concludes, however, it is trust and tradition rather than technology that will determine the pace at which change progresses with financial modernisation.
Comparing social style platform brand and brand community social content: A machine learning-based lexical analysis
Authors: Gilstrap Curt A. , Hoey Morgan , Danielle Smith Natasha , Cheng Sandy
Published: July 2024

This paper discusses the social media posts generated by style brands and their brand communities on Instagram and Twitter relative to social commerce integrations — the combined nature of brands, online brand communities and social platforms referred to here as social style platforms (SSPs). To accomplish this, 9,221 SSP brand posts and 63,397 SSP brand community posts were captured across Instagram and Twitter relative to six highly engaged SSPs. The results indicated that style-based content themes shared on SSP brand accounts and SSP brand community accounts were greater in strength than many other themes; that frequent brand mention content themes were more likely to be congruent across data sets; that some content theme incongruities existed between brands and brand community posts relative to exchange actions and social contest references; and that some content topics were proliferated, resonated and reciprocated. Additionally, direct brand mentions and brand/self-connections played a unique role in how social style brands and brand communities posted within SSPs as they engaged in brand support by talking about the brand and brand community members regularly. Based on these findings, this paper recommends that future SSP brand managers encourage brand communities to discuss style relative to brand more often than buying behaviours as a way to enhance and grow online brand community membership.
Can Singapore learn from the European Union in tightening data protection laws?
Authors: Goh Lanx
Published: July 2024

Since the enactment of the Singapore Personal Data Protection Act (PDPA), the Singapore Personal Data Protection Commission has taken many organisations to task, which promotes a high level of confidence in the PDPA among consumers. That said, with the rapid advancement of technology such as cloud computing and the fact that most published breaches in Singapore involved small- and medium-sized enterprises, it is worthwhile examining how an effective data protection law such as the PDPA can be further developed to improve the trust that consumers have in the law, as well as the environment of trust between businesses and consumers. The paper also examines the need to establish a protected and consensual flow of personal data for commercial use in today’s globalised and digital economy. In this regard, the General Data Protection Regulation (GDPR) aims to increase consumers’ confidence and with accountability as the key underlying concept is a suitable reference. This paper will first discuss the need for professional data protection officers in Singapore with reference to the new requirements under the GDPR and the possibility of increasing accountability with the PDPA in doing so. Second, it will examine the possibility of creating extraterritorial rights under the PDPA to address the issue of globalisation and technological issues.
Creating an in-house integrated marketing and communications strategy
Authors: Diemar Jeanette De
Published: July 2024

Most higher-education executives overseeing marketing and communications share the same challenge — an adequate balance between strategy and tactics. This equilibrium provides the foundation for sustaining an effective and efficient infrastructure founded on the tenets of an outcomes-focused reputation management strategy. The ability to provide counsel to top university administrators, oversee a dynamic and nimble team and simultaneously ensure a high level of quality rests within an institution-wide understanding and commitment to an integrated and collaborative approach. Creating and sustaining an effective integrated marketing and communications strategy is critical for effective institutional reputation management. Chief communication and marketing leaders must start with three areas of focus: vision, expertise and priorities. Efforts within the framework of an integrated marketing and communications model support a higher degree of reputation management supporting recruitment, fundraising, alumni engagement as well as retention. The ever-widening landscape of higher education — fundraising and recruitment of students, faculty and staff — requires a different approach to reputation management and supporting institutional goals. The process to establish and maintain an integrated culture is underpinned by a change management process and defined leadership roles to guide the institution towards a sustainable solution able to anticipate and respond to internal and external factors. Chief Communications and Marketing Officers must guide the organisation and its culture in adopting an integrated and collaborative approach embracing a new model of marketing, while founded in the four ‘Cs’ defines a new approach founded in three ‘Cs and one I’. This paper outlines the process needed to shift culture, garner university-wide support and establish a new infrastructure focused on effectiveness and university-wide acceptance.
ERM: A strategic tool for hedging performance disruptions
Authors: Samanta Prodyot
Published: July 2024

Risk management within financial services firms traditionally has been viewed as a control and reactive function, divorced to a large extent from the strategic decision-making process. In the wake of the current economic crisis, this paper highlights the key components necessary for building a robust enterprise risk management framework and argues that such a process creates for an institution a strategic hedge against performance disruptions.
Sunshine Rising: The revitalisation programme for Sunshine Town Centre, Melbourne, Australia
Authors: Sully Stephen
Published: July 2024

This paper outlines a town centre management programme for Sunshine Town Centre, a traditional high street or main street centre in Metropolitan Melbourne, 11 kilometres west of Melbourne city centre. The programme was initiated in 2010 by the City of Brimbank — the local government authority that covers the suburb of Sunshine. At its core, the programme has pursued an integrated whole-of-local-government approach to the centre and has sought to forge strong partnerships with private-sector businesses and property owners. This paper identifies the issues, processes, achievements, challenges and lessons learned from the programme over its first six years of operation.
Using emoji effectively in marketing: An empirical study
Authors: Leung Chi Hong , Chan Winslet Ting Yan
Published: July 2024

Emojis are increasingly being used to convey information and express emotions in SMS and other computer-mediated text-based messages (eg via social media channels). Marketers are now using emojis in their promotions to create awareness and attract the attention of their target audiences. As a new component embedded into a natural language like English, ambiguity is inevitable, however. Any receiver of a message containing emojis may misinterpret their meaning, resulting in a barrier to communication — a serious problem in marketing promotion. This paper studies how marketers have used emojis to enrich message content while avoiding the unintended interpretation of their meaning. The study draws on marketing tweets posted by various companies in the period between September 2015 and August 2016 and examines the syntactic, semantic and pragmatic functions of the emojis therein. The content analysis results suggest that emojis could be understood properly in the informative context. When emojis in commercial tweets are used pragmatically to express additional meaning in text-based messages, the possibility of multiple interpretations due to their syntactic and semantic roles may be reduced.
Prefab (and preserve): An investigation of retrofitting for Belfast's Victorian terraced social housing
Authors: Oliver Kyle , Selim Gehan
Published: July 2024

This paper investigates the potential for the reuse of Belfast's existing Victorian terraced housing. The aim is to study methods behind retrofitting these unique pieces of architectural heritage, bringing them up to modern day standards with reduced energy costs and CO2 emissions in line with the Climate Change Act of 2008 (‘the Act’). It also highlights the characteristics of sustainable retrofitting examples and original prefabricated element, which enable the 19th-century properties to be re-adapted to suit modern day needs. The analysis builds on a report by Mark Hines Architects, in association with SAVE Britain's Heritage,1 in which the company explains the detrimental effect that the ‘Pathfinder’ scheme has had on English cities. Similarly, in Belfast, redevelopment schemes such as that in the ‘Village’ district have intended to replace undervalued terraced housing stock, and search for more sustainable options to retain these homes along with with the embodied energy and traditions attached to them.
Why the experience of COVID-19 will accelerate progress towards digitalisation and automation
Authors: Giralt Mariano
Published: July 2024

This paper explores the weaknesses within securities operations highlighted by the coronavirus disease-2019 (COVID-19) pandemic and considers the extent to which COVID-19 will serve to accelerate progress towards a more digitised and automated industry. It is illustrated with a review of the practical challenges that the COVID-19 lockdown caused for obtaining tax relief on overseas investments. These challenges arose primarily from the difficulties involved with moving the paper documentation — including physical documents with wet ink signatures — needed to obtain withholding tax relief. An often cumbersome, costly and time-consuming administrative process in normal times, COVID-19 exposed its vulnerabilities, leading to a backlog of claims.
Lessons learned from 11th September, 2001 (9/11): A comparison of aviation security and health crisis response
Authors: Herbelles Nathalie , Lawrence Alicia
Published: July 2024

The terrorist attacks of 11th September, 2001 (9/11) triggered significant changes in the way aviation security is implemented all over the world. Despite many lessons learned in the industry, the response to the COVID-19 pandemic has been the same as those prompted by 9/11 — the imposition of prescribed, disproportionate to risk, one-size-fits-all measures with adverse impacts on operations. Taking the learning from a major world crisis such as 9/11 has shown how an intelligence-driven, risk-based, outcome-focused regulatory model enables the industry to determine how a known threat informed by intelligence might manifest in terms of likelihood and consequence that is unique to every airport. Together,   ACI and Arup have identified the top ten lessons learnt from the security experience that can be directly applied to manage health risks in aviation. The paper explores the lessons learned for airports (recommendations 1–5) before identifying those learned for regulators (recommendations 6–10).
Parallel lines: Diverse approaches to securing meaningful involvement in evaluation by participants in community regeneration programmes
Authors: Purcell Martin E.
Published: July 2024

This paper reports on two separate but related evaluations of the impact of the SRB 5-funded Calderdale Communities of the Future community regeneration scheme: one by an external team of professional evaluators; and a second (embracing a more participative approach) by some of the activists overseeing the management of the scheme, under the direction of the Programme Manager. The different approaches taken by the evaluations are explored, and the way in which each sought to secure the involvement of scheme participants in the evaluation is described. Emphasis is given to the way in which each approach reflected the importance attached to this aspect of the evaluation, enhancing the participants' capacity, in line with the scheme's ethos, and ensuring the evaluation's effectiveness. In particular, the paper describes the approach taken to developing an evaluation framework using a participatory approach, focusing specifically on how scheme participants were involved. Some of the findings from the evaluation are described, allowing for reflection on the relative merits and impact of the different approaches. Finally, the paper analyses the challenges faced by evaluators in facilitating the desired participation in devising an evaluation framework for a community regeneration scheme of this nature.
Sustainable social housing regeneration in Ireland: A case study
Authors: O’Connell Cathal , Cullinane Mark , O’Sullivan Siobhan
Published: July 2024

Declining housing and environmental conditions and socioeconomic marginalisation have been common experiences of older social housing estates. These factors can lead to poor-quality living conditions for residents, estate management challenges for social landlords and poor life chances and reputational stigma for communities. One of the interventions proposed by central governments, local authorities and social housing landlords to address the problems experienced by such estates is estate regeneration. This paper presents a case study of a large social housing estate in the south of Ireland where a long-term estate regeneration masterplan has been implemented since 2013. The paper draws on the findings of multi-annual reviews of the implementation process based on quantitative and qualitative evaluations with multiple stakeholders including residents. The paper also comments on the effectiveness of regeneration strategies to address the impacts of austerity, market failure and structural factors.
Increasing sales by engaging the customer at every touch point: Case study of Homebase
Authors: Loft Paul
Published: July 2024

The recession has been difficult for many retailers, but for those whose business is as dependent on people moving house as the home and do-it-yourself (DIY) sector, things have been particularly tough. Underlying this is a shift in customer behaviour away from DIY to employing a professional to do the work, combined with the need for the home sector to provide inspiration and project support rather than being just a ‘shed’ from which to buy paint. Homebase has been listening to its customers and is repositioning itself as a omni-channel home enhancement retailer, refitting stores and introducing digital tools to help staff and customers in-store and online. Part-way through its renewal plan, the company has launched a new e-commerce site to match the inspirational requirements of its customers and provide the technology it needs for the next phase of growth.
Delivering personalised digital experiences to customer segments of one: Case study of SAP
Authors: Burns Shawn
Published: July 2024

This case study describes SAP’s efforts to deliver a personalised digital experience to every customer visiting its flagship web property, SAP.com. The paper discusses the key components required to deliver the personalised experience, and the resulting performance improvements measured as a function of online engagement and software revenue. Key benefits and challenges of the programme are also covered, providing a view into the deep insights SAP has realised as a result of the programme. The paper concludes with a glimpse at how SAP is planning to evolve these efforts.
What can be learned from benchmarking studies? Examining the apparent poor performance of German airports
Authors: Kamp Vanessa , Niemeier Hans-Martin , Müller Jürgen
Published: July 2024

In the last 15 years, privatisation and commercialisation in the airport industry have contributed to a substantial number of benchmarking studies. International studies commonly conclude that German airports are inefficient in comparison with other airports in Europe and in particular with non-European countries. Using benchmarking studies by ATRS and TRL, this paper analyses the factors behind the poor performance of German airports. Economies of scale and scope and the high degree of vertical integration are identified as potential reasons for the disappointing performance. The paper closes with an overview of the authors' own research project, the German Airport Performance (GAP) study, which will address changes of ownership structure, competition and economic regulation on the performance of German airports.
Improving the resilience of drinking water and wastewater utilities and emergency management agencies through collaboration
Authors: Anderson Kim Parsons , Wisniewski Lauren
Published: July 2024

Responding to a major disaster requires coordination and communication across all critical infrastructure sectors, including emergency management and drinking water and wastewater. This paper describes how in planning for an earthquake in the Cascadia Subduction Zone, the various bureaus in the City of Portland developed robust relationships by participating in joint exercises and events, coordinating on damage assessments and collaborating on planning efforts. The paper also describes the various tools and resources provided by the US Environmental Protection Agency to help water utilities and emergency management agencies to strengthen their relationships.
Patient-centred medication management: How to enhance patient safety and reduce the work burden for medical staff by digitalised closed-loop cabinets
Authors: Von Eiff Maximilian C. , Von Eiff Wilfried , Ghanem Mohamed
Published: July 2024

Medication management is both an economic challenge and a patient safety issue. In German hospitals between 19 per cent and 35 per cent of all failures causing harm to patients are attributable to medication errors. As a consequence, an estimated 15,000 patients die each year. In addition, about 14 per cent of the average length of stay is assignable to unplanned drug interactions. Independent of patient risks, health impairments and outcome deficits, every non-fatal medication error leads to additional costs totalling €3,000 on average. Nurses, in particular, who typically suffer from work overload, are affected by error-prone medication logistics. Between 26 per cent and 44 per cent of all failures occurring in the medication administration process result from activities in which nurses are substantially involved. International best-in-class hospitals like the Mayo Clinic (Phoenix), Scripps (San Diego), OLVG (Amsterdam) and Guy’s and St. Thomas’ (London) have been using automated dispensing systems (smart cabinets) for medication safety reasons for many years. Moreover, in the USA, automated medication dispensing cabinets are ubiquitous in various types of hospitals and have an implementation rate of 89 per cent. But in German hospitals, this technology is still nowhere to be seen. In 2020, the German government, via legal act, decided that all hospitals must implement a closed-loop medication administration system in combination with a unit dose drug delivery by January 2025 in order to minimise medication errors. Otherwise, a penalty of 2 per cent of the total hospital revenue would have to be paid. Derived from best-practice reports in the literature, this paper explores the benefits of smart cabinets in terms of economic efficiency, patient safety, reduced work burden and employee acceptance. Furthermore, the reasons why many German hospital decision makers refuse to implement smart cabinets are presented and analysed. Finally, based on all this information, a generic medication administration process has been developed to provide a blueprint for a successful implementation of smart cabinets as an electronically based backbone in a closed-loop medication administration system.
Delivering successful business-to-business marketing: The fight between the left and right-hand side of the brain
Authors: Robb Dan
Published: July 2024

With the ever-increasing volume of potential customer touch points per purchase life cycle, the modern marketing campaign should consist of a series of highly targeted, sequential exchanges of conversation with the customer as opposed to a one-way one-hit-wonder blast. This paper explores the evolution of this trend with regards to the traits of the modern-day marketing manager. Should the next generation of marketer be more analytical and methodical or do we still look for that spark of creative genius? This paper describes a real acquisition campaign that, due to its relevancy to the customer, was able to rely almost solely on organic circulation to engage a targeted audience.
Determinants of distribution channel choice for online software licence purchases: A transaction cost perspective
Authors: Hadaya Pierre , Deserres Dominique
Published: July 2024

The objective of this paper is to test empirically a research model proposed in a previous paper, entitled ‘Determinants of distribution channel choice for online software licence purchases: A theoretical model’, which was published in the Journal of Digital Asset Management in 2008 (Vol. 4, No. 6). By casting the software distribution channel choice as a transaction cost analysis (TCA) problem, the research model that the authors proposed in that first paper aimed to uncover the reasons why, when purchasing a software licence for a product that is marketed using a ‘try-before-you-buy’ strategy, consumers would select the physical distribution channel not tied to any digital rights management (DRM) technologies (ie, CD-ROM) rather than the digital distribution channel that uses DRM technologies (ie, electronic software distribution through demo-unlock). With data collected from 224 customers of a software product, this follow-up paper shows that customers consider two transactions in the software ownership life cycle: the initial licence acquisition transaction and the licence management transaction related to software re-installations. The results also show that both transaction costs and TCA dimensions influence customers’ choice of software distribution channel.
Transforming data into impact
Authors: Skorka Alexander
Published: July 2024

Having enough data in marketing is not the problem today: the challenge is how to enable your entire organisation to benefit most from it. Relevant information has to be available in all areas of your organisation: more autonomy across organisations rather than top-down decision making means that the task of optimising the internal information and communications approach of the company becomes crucial for success. It is not just about accommodating big data – the real challenge is to actively address the need to make data useful to everyone across the enterprise. The companies that succeed with this movement into the ‘Big Usage of Data’ tend also to be those where information gets used well beyond the traditional circle of market researchers and data analysts. One of the most effective ways to achieve this is to make use of professional infographic dashboards; using modern, visual story telling techniques transforms information into insights and insights into impact.
Combatting market abuse within algorithmic trading in the financial and physical markets
Authors: De Leeuw Jerry
Published: July 2024

The objective of this paper is to provide an overview of the challenges regarding algorithmic trading for traders, trading venues and regulators. The complexity of algorithmic trading is set out, as well as the implications for markets. The paper gives insight into the uncertainty arising from this complexity, and sets out what compliance measures are useful and what a governance framework should look like when considering algorithmic trading. It also provides details of the types of market manipulation that relate to algorithmic trading, what can be done against it and to what extent these measures and controls work.
Evaluation of the Townscape Heritage Initiative: Evidence from the Heritage Lottery Fund
Authors: Maeer Gareth , Campbell Isla
Published: July 2024

The Heritage Lottery Fund (HLF) was set up in 1994 to distribute a share of National Lottery funds to projects involving the local, regional and national heritage of the UK. The Fund's urban regeneration programme, the Townscape Heritage Initiative (THI) was launched four years later. The THI is a conservation-led, area-based programme which aims to contribute to the regeneration of urban areas with heritage and socio-economic need. The rationale for the programme is that investment in historic fabric will benefit the appearance of an area, improve confidence, quality of life and economic performance, so initiating a cycle of new investment. The THI has now channelled more than £170m of HLF funds into over 175 towns and cities and secured at least the same amount of investment through public partnerships and private sources. This paper draws on the latest results of a longitudinal evaluation of the programme carried out by Oxford Brookes University between 1999 and 2008 ('Townscape Heritage Initiative five year review evaluation — final report', available at http://www.hlf.org.uk/HLF/Docs/ ResearchAndConsultation/THI%20five%20year% 20final%20report%201%20Aug.pdf). Oxford Brookes' researchers followed the progress of 17 case studies, beginning with a detailed baseline data-recording exercise. The research is thought to be the most significant evaluation of heritage-led regeneration in print to date, and this paper summarises the key impact findings and presents what appear to be some of the most significant prerequisites for achieving successful outcomes from a THI scheme. A case is also made that, particularly in relation to the most deprived towns and cities, conservation funding needs to be integrated within a wider regeneration strategy to have a high likelihood of success.
Venture capital, startups and commercial real estate : Innovation potential in a bespoke industry
Authors: Kim Thomas T.
Published: July 2024

This paper provides a high-level overview of technology-driven investment in the commercial real estate sector. Following a brief description of the US commercial real estate industry, it addresses how early-stage investors and entrepreneurs are developing technologies that directly affect the real estate environment. In particular, within the context of the financing market for commercial real estate, it examines key considerations that must be addressed in order for technology strategies to have a transformational impact.
`Chaturachinda v Fairholme`: How special are special foundations now?
Authors: Isaac Nick
Published: July 2024

Special foundations have long been a cause for concern and/or dispute in party wall matters. The case of Chaturachinda, while only a County Court decision, is likely to remove many of those difficulties for building owners. This paper deals with the background to, substance of, and likely consequences of this important decision.
Outsourcing and delegation in the post-AIFMD environment
Authors: Brett Shane
Published: July 2024

This paper reviews the delegation requirements of the European Alternative Investment Fund Managers Directive (AIFMD) and what they mean for the hedge fund industry. These new rules cover a number of important and interrelated areas, including the general provision of delegation, providing objective reasons for del­egating, resolving potential conflicts of interest in the delegation process, delegating to third countries outside the European Union, as well as any rules that pertain to the delegation of some specific activities. These activities include the delegation of portfolio or risk management duties and the ability of a depositary to delegate their duties to a third party. Under AIFMD, liability regarding delegation has changed somewhat. In the post-AIFMD world the onus now falls squarely on the manager. It will be difficult under the regulations for managers to blame delegated third parties in the case of errors or problems with a European fund.
Transitioning international student scholars to dedicated alumni volunteers and advocates
Authors: Protopapa Kyriaki
Published: July 2024

This paper explores the value of developing an on-campus calendar of activity to engage and build relationships with future alumni stakeholders while they are still students, taking the University of Nottingham international student scholars as a case study.
Instant consumer response: An examination of the paths influencing the effectiveness of mobile advertising
Authors: Wang Ying , Jiang Jing
Published: July 2024

This study examines the different paths underlying the relationships between consumer beliefs, attitudes and behavioural intentions in the context of mobile advertising. Based on survey data collected from 388 mobile users in China, the results of this research suggest that beliefs and attitude work differently in the mobile advertising context than in the traditional media environment. The research identifies three different influencing paths. First, perceived informational usefulness bypasses the time-consuming formation of attitude to have a direct impact on consumers’ purchase intention. Secondly, perceived entertainment usefulness and irritation influence behavioural responses through attitude. Thirdly, credibility influences behavioural intentions through attitude, subjective norm and incentive. Theoretical and practical implications of the findings are discussed.
Smart urbanism: Making massive small change
Authors: Campbell Kelvin
Published: July 2024

So top-down, command-and-control no longer works, does it? The government says that bottom-up localism is the way. They may be right. Despite the boom of recent years, the quality of place that everyone wished for has not been delivered. This paper shows why there has not been much success. It will show how one can learn from emergent systems such as traditional cities, nature and the web to develop a new evolving paradigm. It will also show how this thinking has been applied in recent projects.
Managing the business-to-business customer’s experience using engagement insights
Authors: Bang Xenthe
Published: July 2024

Digital transformation has made today’s business environment more global, dynamic, complex and competitive. Customers have higher expectations than ever and are more likely to interact with firms through a wide range of omni-channel touch points. To remain relevant and target growth effectively, business practitioners must leverage these omni-channel engagement insights and deliver efficiently with agile and innovative execution. In the business-to-business (B2B) professional services environment, where the business relationship traditionally hinges on service, how does the customer’s experience across the firm’s human and digital touch points ultimately impact their engagement with the firm? Leveraging the fundamental propositions of Brodie’s customer engagement framework, service-dominant logic and its associated lexicon, this paper presents a management approach that focuses on customer engagement as a business outcome and discusses the associated challenges particular to practitioners in B2B professional services organisations.
US urban and regional planning history, theory and partnerships for a new century
Authors: Balsas Carlos J. L.
Published: July 2024

Planning history reflects the major social, economic and political events that shape a society. Planning has been variously defined by scholars and planning practitioners alike. This paper presents a set of definitions of urban and regional planning (URP) in order to create a common ground with which to analyse planning’s history and theories of urban revitalisation and partnership collaborations at the turn of the 20th century. The planning history includes the City Beautiful movement, the Urban Renewal period and the City Enterprise. The planning theories range from rational planning, incrementalism and advocacy to communicative and collaborative planning. Finally, partnerships refer to collaboration and cooperation among businesses, non-profits, government agencies, education institutions and community leaders with a certain set of aims and goals. The takeaway points are that a partnership’s success depends on the scale and scope of the arrangement, and the type and number of actors. Furthermore, urban revitalisation partnerships should be built on shared interests, reciprocal support and mutual benefit, with partners contributing according to their respective resources, strengths and areas of expertise.
General Data Protection Regulation (GDPR) ambiguity, national diversity and data protection officer certification: Implementing Art. 39(1) GDPR in France, Italy, Luxembourg and Spain
Authors: Kornbeck Jacob
Published: July 2024

The General Data Protection Regulation (GDPR) of the European Union (EU) does not always make legally binding provisions with unambiguous implications. The implementation of Art. 39(1) GDPR regarding the certification of Data Protection Officers (DPOs) is left to the discretion of Member States. This paper will show what action has been taken by the national data protection authorities (DPAs) of France, Italy, Luxembourg and Spain. Insights gained from examining the four national frameworks, which are quite dissimilar in many ways, will be compared and contrasted. This will lead to a systematic and teleological interpretation, as well as to a more general discussion of GDPR ambiguity and the prospect of fragmentation through national implementation diversity. The paper will conclude with some thoughts on the need for controllers to invest in qualified staff to perform DPO roles, as well as some reflection on the human resources (HR) policies of DPAs.
How relevant are the Basel capital reforms for sub-Saharan Africa?
Authors: Brownbridge Martin
Published: July 2024

The paper examines the implementation of the Basel I Capital Accord in Africa and evaluates the efficacy and feasibility of adopting the Basel II Accord. It also analyses the relevance of the new Basel III Capital Accord for Africa. Most African countries have implemented Basel I, which has become a valuable component of the prudential regulatory framework. Adopting pillar 1 of Basel II will prove much more challenging because of its complexity and this may not be feasible for most African countries. Basel III raises minimum capital ratios. Although most banks in Africa already hold more capital than the minimum required under Basel III, raising the minimum capital adequacy requirements might still benefit African countries over the long term if it helps to ensure that their banking systems continue to hold high levels of capital to safeguard against the risks they face, which are generally larger than the risks faced by banks in advanced economies.
Analysis of Voice of Customer data through data and text mining
Authors: Frey Jonathan , Ananyan Sergei
Published: July 2024

The importance of great customer service to building a strong business has prompted increased interest in applying text analytics to customer data. To demonstrate power data and text-mining techniques, we present two case studies outlining the use of advanced text analytics for the analysis of Voice of Customer (VoC) data collected from both external and internal customers of Taco Bell Corporation. External VoC data was collected through several channels over three years and analysed using text-mining techniques. Using historical data, a detailed taxonomy of keywords that typically occur in customer comments was developed to characterise these comments into meaningful categories, with sentiment scoring rules applied to the keywords for further classification. Over 2,000,000 customer contacts were analysed, and the findings were correlated to the structured data collected on the surveys, providing key insights on product, service and facility topics. The impact on overall satisfaction was measured for each topic area, providing focus for the operation of the restaurant. A second case study highlights how data and text-mining techniques provided actionable insights, allowing the internal information technology support service desk to implement changes that improve call answering times and reduce the impact of these issues on sales transaction revenue.
Advanced workplace strategies: Realigning the office to better support today's workers
Authors: Acoba Francisco J. , Chick Jean , Rea Burt
Published: July 2024

As technology continues to improve, real estate strategies are evolving to provide property-related solutions that are adaptable to change. If there is one keyword that is synonymous with advanced workplace strategy (AWS) it is ‘flexibility’. AWS has evolved over the past several years and has impacted the real estate industry in many ways. AWS is changing how architects design space, how organisations leverage their investments and costs, how the workforce ‘goes to work’, and how technology is provisioned and installed. It is important to understand the drivers that are leading corporations and their corporate real estate (CRE) groups to adopt new strat­egies for mobility, design and technology.
A multichannel, newsroom approach to communicating the weather
Authors: Fysh Sarah , Middleham Ross
Published: July 2024

This paper provides a case study on how the Met Office has adopted a multichannel, editorial approach to content production and social media. Describing the processes used and taking each channel in turn, the paper details how the Met Office communicates weather information to the public 24 hours a day, 365 days of the year. The paper concludes with a number of tips and key takeaways summarising the learnings gained by the Met Office.
Introducing service solution concepts to airports
Authors: Halme Ilmari , Sinervo Petteri , Punakivi Mikko
Published: July 2024

A group of Finnish companies jointly built up new service concepts for the airport industry. This paper discusses this process of combining products and services into bundles or concepts for airports. The data were collected by the researchers involved in the process of building up the concepts and used their observations on the companies’ cooperation and actions. Flexible bundles allow customers to form reliable and integrated total solutions for their airport. The companies providing the bundles were typically looking for new business opportunities, increased sales and long-term customer relationships. The companies learned from each other's products and processes and developed mutual trust and commitment during the project. New partnership models were developed for the companies to be able to provide a holistic solution. Three concepts were developed during the project: winter conditions solutions, airport development and airside solutions. The developed concepts give customers access to a value network, ease their acquisition process, reduce the know-how required for every airport sector and reduce indirect costs. These kinds of concepts have been developed for the first time in the airport industry with multiple companies.
Driving CRE value through strategic business partnerships: An interview with Alan Scott
Authors: Barber Christine
Published: July 2024

Managing complexity and unpredictability on a global scale is no easy task. In this type of operating environment, one key to successful alignment between CRE deliverables and the business is to develop high-value relationships with internal and external business partners. With a focus on integrating CRE with the businesses they represent, Deutsche Bank has forged strong working relationships with key stakeholders built on transparency, trust, data and knowledge sharing. The goal is to drive value to the business in ways that are only possible through collaboration and partnership. As a result, Deutsche Bank is poised to maximise real estate decisions that take best advantage of current and future opportunities.
Supply chain resilience
Authors: Elwood Alan
Published: July 2024

This paper explores the significance of supply chains to modern economies and the brittle nature of those supply chains. It considers how this brittleness is increasingly exposed by an array of threats, both natural and manmade, as well as the pressures placed on supply chains from rapid changes in society’s expectations and priorities, including with respect to globalisation and ethical considerations. The paper establishes why resilience matters, setting out the degree to which known risks are mitigated and assessing the current status of supply chain resilience. Finally, practical techniques are suggested by which organisations may better understand the risks to their supply chains and enhance the resilience of those chains.
Cyber resilience: Leadership matters
Authors: Armour Cathie
Published: July 2024

Over the last few years, the increasing incidence, complexity and reach of cyberattacks have captured headlines around the world. During this time, a lot has been said about the need to raise awareness of cyber security across the community. This paper discusses the risk and governance challenges confronting company boards and management in dealing with the evolving and ongoing threat posed by cyberattacks, and highlights some of the issues that boards and management will need to address sooner rather than later. The paper also examines the current regulatory approaches being pursued by international regulators as they take various steps to prevent and respond to cyberthreats to individuals and players within their financial markets. The paper concludes by examining the possible future direction of cyber security regulation and its potential implications for organisations.
How AI is changing operations: From settlement optimisation to automating risk monitoring
Authors: Brownlee Tony , Sommerfeld Jesse , Hansen Kyle
Published: July 2024

Banking executives continue to evaluate new ways to incorporate artificial intelligence (AI) into the middle and back office to improve efficiency, mitigate risk and reduce cost. Even with these efforts, a Business Insider report1 estimates the aggregate potential cost savings from AI applications at US$248bn by 2023 in the middle and back office. In this paper, the authors discuss two uses of AI that are experiencing investments from firms: settlement optimisation (maximising daily resolved trades by using AI to optimise the order that transactions are settled) and automating risk monitoring (using natural language processing to systematically review and filter content relevant to a specific risk-monitoring purpose).