Ghana Institute of Management and Public Administration
Accra, Ghana
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McLean G.,University of Strathclyde | Osei-Frimpong K.,Ghana Institute of Management and Public Administration
Computers in Human Behavior | Year: 2017

This paper furthers our understanding of online customer support with regard to online live chat systems. Online live chat systems allow customers to seek service related information from an organisation via online-based synchronous media with a human service representative who provides answers through such media. With use of a web-based survey involving 302 respondents of real-life live chat service experiences with mobile phone network providers in the UK and through the use of structural equation modelling, the aim of this research is to understand the variables capable of influencing a customer's satisfaction with their experience during an online live chat service encounter. The results indicate the importance of service quality, information quality and system quality variables influencing satisfaction with the experience, while such influence is dependent on the purpose of use. Additionally, the results outline the role of emoticons, presence of service reps picture, automated ‘canned’ responses and the presence of response time estimations in moderating the influence of service quality, information quality and system quality variables on satisfaction with the experience. © 2017 Elsevier Ltd

Adjei J.K.,Ghana Institute of Management and Public Administration
Proceedings - 2016 International Conference on Collaboration Technologies and Systems, CTS 2016 | Year: 2017

The extensive diffusion of social media innovation has dramatically transformed traditional media content creation and dissemination with the effect of creating more user awareness. Citizens are increasingly becoming integral part of media content creation and dissemination and thus empowering citizens in the exercise of their informational self-determination. Ironically, in spite of the progress in social media use and social interactions, there are limited studies that explain the role of social media in shaping national discourse. Using content analysis as the research approach, the study explains the specific role of social media in shaping national discourse and mobilization of citizens. Such finding will also challenge existing views of social media in media policy formulation and hence, enriching our understanding of the critical roles of social media in the mobilization of citizens. © 2016 IEEE.

Adom P.K.,University of Professional Studies | Adams S.,Ghana Institute of Management and Public Administration
Renewable and Sustainable Energy Reviews | Year: 2017

This study estimates the transition probabilities for different energy-use states in Nigeria, using the Markov Switching Regression technique. According to the results, both energy-efficient and energy-inefficient states are less persistent, but comparatively, the energy-inefficient state is more persistent. Thus, in Nigeria, it is much difficult to escape from the energy-inefficient state than the energy-efficient state. Several reasons may explain this phenomenon, and they include: inefficient regulatory system; poor institutional structure; high corruption; proliferation of second-hand goods; undeveloped markets; high incidence of poverty, and inefficient pricing in the energy sector. Pricing policies should be combined with institutional improvement and infrastructural development if Nigeria wants to achieve a sustainable energy-efficient state, in the long-term. © 2017 Elsevier Ltd.

Abdulai R.T.,Liverpool John Moores University | Owusu-Ansah A.,Ghana Institute of Management and Public Administration
Habitat International | Year: 2014

It is commonly argued that land information management via land registration guarantees landed property ownership security in the developing world. This has, therefore, triggered various studies into the relation between land registration and ownership security. The findings from these studies are divergent. Whilst some studies claim that it is land registration that guarantees ownership security, others have established no discernible link between registration and ownership security. This groundbreaking study contributes to the debate by investigating the nexus between land registration and ownership security from a new dimension. It focuses on the perspective of the State-sponsored court system on ownership security. Data from a High Court in one of the cities in Ghana covering a period of 10 years was extracted and analyzed. The evidence adduced shows that land registration per se is incapable of guaranteeing security as landed property ownership can be contested whether or not it is registered and owners of registered landed property can lose their ownership via civil litigation in the State-sponsored court system - cases are not automatically decided in favour of owners of registered landed property when disputes are brought before the courts for resolution. Thus, the argument that land registration guarantees ownership security is unsustainable - land registration is made to serve the wrong purpose. The paper, therefore, defines the right and critical role of land registration. It is concluded that land title or ownership insurance, albeit may appear to be expensive, is a tool that can potently address the problem of landed ownership insecurity. The findings provide useful lessons for international donor organisations like the World Bank and United Nations that are supporting land registration programmes as a panacea to the problem of ownership insecurity in the developing world. © 2013 Elsevier Ltd.

Adaku E.,Ghana Institute of Management and Public Administration
Journal of Urban Planning and Development | Year: 2016

Although infrastructure is the backbone of every human settlement, development and accessibility of infrastructure in most developing countries are very low and poor as a result of fiscal challenges. This calls for rethinking infrastructure provision approaches to assuage the costs, particularly linear infrastructure, so as to ensure some match between infrastructure demand and supply in developing countries, given the fiscal challenges. This study seeks to relate one urban feature-street pattern-to linear infrastructure cost by modeling the capital costs of a water distribution system, electricity distribution system, and road network to four different residential neighborhood patterns with the same tract area of 1.1 km2 each. The study identifies the tributary pattern as being the most economical pattern in terms of linear infrastructure costs in comparison with the radial, grid, and hybrid patterns. Although the tributary pattern has the disadvantage of inaccessibility, it could be alleviated by fitting it with a carefully designed network of footpaths, which fits into most developing countries' means of transportation in residential areas (i.e., walking). © 2014 American Society of Civil Engineers.

Osei-Frimpong K.,Ghana Institute of Management and Public Administration
International Journal of Pharmaceutical and Healthcare Marketing | Year: 2016

Purpose: Considering the increasing conceptualization of value creation, this paper aims to empirically examine the influence of pre-encounter value needs of patients on the clinical encounter process and how this impacts on their perceived experiential value, and contributes to the patient’s role in value creation in healthcare service delivery. Design/methodology/approach: A model is proposed to suggest the antecedent and consequences of key elements of the patient–doctor encounter process. Following survey design approach, data collected from 332 outpatients from two clinics in Accra, Ghana, are examined through structural equation modeling using AMOS 23.0. Findings: The findings reveal that patient pre-encounter value needs significantly influence key elements of the patient–doctor encounter process (care delivery approach, level of trust and shared-decision making approach). This in turn affects patient’s perceived experiential value and satisfaction evaluation. The results also suggest that patient characteristics (e.g. educational background and frequency of visit) had no significant effect on the encounter process leading to perceived experiential value; however, patient’s age had significant influence on the encounter process. Research limitations/implications: This study empirically establishes a need to understand patient’s pre-encounter value needs, which fundamentally influence the patient-doctor encounter process and their perceived experiential value. However, the research only focused on the patient, which could limit the findings considering the multi-actors involved in the service delivery. Practical implications: Creating value with patients suggests a need for providers to understand patient value needs or goals and adopt an approach to engage in a holistic manner that would result in positive experiences. This would empower and increase confidence of patients in consultations. Originality/value: Using a quantitative research approach, this research engages in a highly focused investigation of the influence of patient’s pre-encounter value needs on key elements of the patient–doctor encounter process, which has received limited attention in the extant literature. The study also furthers our understanding of the effects of fundamental patient characteristics on encounter process and how this influence actor perceived experiential value. © 2016, © Emerald Group Publishing Limited.

Buor J.K.,Ghana Institute of Management and Public Administration
Proceedings of the Operational Research Society Simulation Workshop 2016, SW 2016 | Year: 2016

This research employs system dynamics (SD) modelling to analyse the structural behaviour of the interactions between Disaster Preparedness, Environment Instability, and Resilience in maritime logistics industry in response to policy change. Despite the evidential rise in frequency, magnitude, and disruption potentials of catastrophic events in recent times, it appears that industry stakeholders are not able to anticipate the effects of long-term strategic risk management decisions. Field data and the dynamic models have revealed that there is a strong influence relationship (interdependencies) between Disaster Preparedness, Environment Instability, and Resilience in a logistics/supply chain network. We also found that policy interventions geared towards risk management have the potential to produce unintended consequences basically due to unacknowledged conditions. The research model provides strategic policy makers with real-time decision evaluation tool that can enhance justification for acceptance or rejection of a complex risk management intervention prior to decision implementation.

Wiredu G.O.,Ghana Institute of Management and Public Administration
Information Technology and People | Year: 2012

Purpose: This paper aims to take an institutional approach to the analysis of organisational-level challenges of information systems (IS) innovation in public organisations. It seeks to answer the question: how can the challenges of IS innovation in public organisations, presented by the interactions between IT and public bureaucracy, be explained and addressed? Design/methodology/approach: The paper is an empirical study approached with an interpretive philosophy that influenced the gathering of qualitative evidence. Findings: The analysis reveals the institutional tensions between the low-entrepreneurial ethos of public organisations and the efficiency principle of information technology (IT). Practical implications: Public bureaucracy should be adjusted by de-institutionalising its variable characteristics such as standardised and centralised employee roles and information. Information technology should be adjusted by restraining commitments to and expectations in public organisations. Originality/value: The paper argues that the primary principle of IS innovation should be institutional adjustments of public bureaucracy and information technology. It informs e-government policy makers to think primarily about the institutional relations between IT and public bureaucracy. © Emerald Group Publishing Limited.

Wiredu G.O.,Ghana Institute of Management and Public Administration
Information Systems Journal | Year: 2011

One of the dominant characteristics of contemporary software development is the global distribution of tasks, of developers, of information and of technologies. Undoubtedly, such distribution engenders new coordination challenges in the form of distance-related interdependencies. One of the predominant processes of addressing these challenges is electronic meetings (or teleconferences). However, the functions of these meetings for coordination purposes are not yet understood. The distinctive conventions of teleconferences and their causal relationships that lead to optimal coordination of global software development (GSD) projects are also not yet understood. In this paper, the functions of teleconferences held by globally distributed software developers to coordinate their work in the face of global distribution of resources, cross-site information interdependencies and continuously changing software requirements are analysed. The analysis is based on a qualitative study of how a subunit of 13 software developers, distributed across three sites in the USA and one in Republic of Ireland, used teleconferences to address its coordination challenges. The paper proffers a teleconference approach to GSD coordination by arguing that the functions of teleconferences manifest in software developers' multitasking; their ready access to all their information as additional benefits; flexibility in their communicative behaviours; and a reduction in their structure overload. This approach draws attention to these manifestations as distinctive conventions of the de-structured meeting, which de-structuring is occasioned by organic information processing needs in teleconferencing. This approach also explains why the combination of global distribution and teleconferences is a strategic opportunity for information processing for software process coordination. © 2010 Blackwell Publishing Ltd.

Wiredu G.O.,Ghana Institute of Management and Public Administration
Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics) | Year: 2010

Public organisations are normally overwhelmed with socio-technical challenges of Information Systems (IS) innovation at both organisational and institutional levels. However, most studies of these challenges adopt an organisational perspective, leaving the institutional perspective largely unanalysed. In this paper, the IS innovation challenges faced by a British local authority are analysed to explain the institutional roles of public bureaucracy and information technology (IT). The analysis reveals the tensions between the low-entrepreneurial ethos of public organisations and the efficiency principle of IT. The paper argues that the primary principle of IS innovation should be institutional adjustments of public bureaucracy and information technology. Suggestions on how both institutions can be adjusted are provided. © 2010 Springer-Verlag Berlin Heidelberg.

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