Showing papers on "Service provider published in 1989"
Book•
01 Jun 1989
TL;DR: In this paper, the authors focus on the management of service operations, with an emphasis on cutting-edge quantitative techniques that can help services firms improve their operations, and discuss approaches to key managerial decisions such as waiting line management, facility location, facility layout, and others.
Abstract: Learning Objectives Service organizations represent a significant portion of the global economy, accounting for more than 70% of total economic output and 60% of employment worldwide. However, the service sector has consistently lagged the manufacturing sector in terms of productivity growth. Considerable opportunities remain for service firms to better manage their operations. This course focuses on the management of service operations, with an emphasis on cutting-edge quantitative techniques that can help services firms improve their operations. We will discuss approaches to key managerial decisions such as waiting line management, facility location, facility layout, and others. Course Grade The course grade will be determined as follows: Exam 1 30% Final exam 30% Excel Workshop 5% Revenue management game 5% Homework assignments 30% (3 x 10%) (there are no extra credit assignments in this course) 2 Grading scale A 90 to 100 B+ 87 to less than 90 B 80 to less than 87 C+ 77 to less than 80 C 70 to less than 77 D+ 67 to less than 70 D 60 to less than 67 F less than 60 Homework Assignments All homework assignments must be completed in teams. You have the option to select your team. If you want to select your team, please turn the list of your team members in at the beginning of the third class, (3 to 4 members per team). If you do not sign up for a team, the instructor will assign you to a team. If a team has three members, a fourth member may be assigned to the team if necessary. Important Note: All homework assignments should be comprised solely of the independent work of your team. Team members are not allowed to collaborate with others outside of their team on these assignments, nor are they allowed to refer to completed assignments of other teams as they prepare their own. Any behavior violating these guidelines will result in a grade of zero for the homework assignment. Make sure that everyone in the group understands how to do the homework assignments since some aspects of the assignments may appear on the midterm or final exam. Excel Workshop This semester we are moving our required Excel Workshop from the GSCOM Capstone class to this class. We found that students have not had the time to focus on the workshop while working on their projects. Also, we thought it would be preferable if …
316 citations
TL;DR: In this article, the importance of people and internal marketing in the changing environment of service industries, definitions and measurement of service quality, and the service quality/customer care programs presently being developed and implemented are reviewed and attention is focused on the importance and importance of human resources in the context of service industry.
Abstract: Quality in the service sector is of increasing concern to both academics and practitioners. Previously published material is reviewed and attention is focused on the importance of people and internal marketing in the changing environment of service industries, definitions and measurement of service quality, and the service quality/customer care programmes presently being developed and implemented.
257 citations
TL;DR: In this article, the authors propose a classification system which illustrates modes and strategies of service internationalisation as a guide for managers taking their services into world markets, which are influenced by a combination of the nature of the service (the degree of interaction between service provider and consumer) and the way it is delivered.
Abstract: Service internationalisation will undoubtedly be an important managerial focus in the future. This article proposes a classification system which illustrates modes and strategies of service internationalisation as a guide for managers taking their services into world markets. These modes are influenced by a combination of the nature of the service (the degree of interaction between service provider and consumer) and the way it is delivered (the degree to which services are embodied in or delivered through goods).
221 citations
Patent•
31 May 1989TL;DR: In this paper, a caller dials the number of the service provider and subsequently enters a personal identification number (PIN) or other suitable authentication data, and, if necessary, an account number.
Abstract: This invention relates to arrangements for providing pre-authenticated access from a caller to a service provider. The caller dials the number of the service provider and subsequently enters a personal identification number (PIN) or other suitable authentication data, and, if necessary, an account number. A data base in the communications carrier verifies that the caller has been authorized to access the service provider and that the PIN is correct for that caller and forwards the call to the service provider only if both checks are satisfied. Only preauthenticated calls are delivered to the service provider, and the caller need only remember one PIN for all the service providers accessed by this arrangement.
195 citations
TL;DR: In this article, the expectations and experiences of providers and consumers can provide special insight into the services evaluation process and perceived service quality, by evaluating both professionals' and consumers' perspectives, differences in perceptions can be identified and characterized.
Abstract: Providers of professional services have recently awakened to consumer challenges, competition and the realities of marketing. Looking at the expectations and experiences of providers and consumers can provide special insight into the services evaluation process and perceived service quality. By evaluating both professionals’ and consumers’ perspectives, differences in perceptions can be identified and characterized. Inconsistencies in perceptions between two parties to an exchange may result in dissatisfaction, while positive consistencies in these assessments aid in building on-going relationships.
191 citations
TL;DR: In this article, the development of new services in service organizations has often been incomplete and has resulted in the needs of the marketplace remaining unsatisfied, which has led to the need of service providers to remain unsatisfied.
Abstract: Examines the development of new services in service organizations, which has often been incomplete and has resulted in the needs of the marketplace remaining unsatisfied. Considers the findings of a study comparing the process of new service development in different service industries. Reports on how development may be improved and offers a model allowing greater input from the service recipients.
175 citations
TL;DR: This study investigates how personal care and home health services are used in relation to assistance from primary kin caregivers, and a typology was developed based on task sharing or segregation between kin caregivers and service providers.
Abstract: Prior research has generally focused on characteristics of elderly persons that predict contact with community services or the volume of services used. In contrast, this study investigates how personal care and home health services are used in relation to assistance from primary kin caregivers. A typology was developed based on task sharing or segregation between kin caregivers and service providers, and four types of informal-formal linkages around these tasks were identified: kin independence, formal service specialization, dual specialization, and supplementation. Findings regarding predictors of the types showed that caregiver and care recipient need variables were most significant in differentiating among them, although caregiver gender also had some discriminatory power.
142 citations
Book•
01 Aug 1989
TL;DR: The authors explored the efforts of various states and localities to provide emergency services to homeless people, to help them get out of homelessness, and to prevent homelessness using interviews with homeless people who use services and with service providers in several large cities.
Abstract: Drawing on a nationally representative sample of interviews with homeless people who use services and with service providers in several large cities, the authors explore the efforts of various states and localities to provide emergency services to homeless people, to help them get out of homelessness, and to prevent homelessness. They find that services and programs to help people work their way out of homelessness are not well developed and that the level of interest in finding solutions and the levels of funding to create these solutions vary greatly from state to state.
141 citations
TL;DR: In this article, the authors examined how characteristics of a referent and of a service affect perceived referent influence in the recommendation of service providers and found the importance of both source coorientation and preference heterogeneity in determining the amount of informational influence.
101 citations
TL;DR: The purpose of the study was to identify and catalog postsecondary education service goals and options for students with learning disabilities, and to determine differences between the goals service providers have for these students and services actually provided.
Abstract: Postsecondary services for students with learning disabilities vary a great deal from campus to campus, and published guides to postsecondary education services are often inaccurate and incomplete. A nationwide survey was conducted to investigate student service provisions in 2-year colleges and 4-year colleges and universities. The purpose of the study was to identify and catalog postsecondary education service goals and options for students with learning disabilities, and to determine differences between the goals service providers have for these students and services actually provided. The findings and their implications for service providers at both high school and college levels are discussed.
76 citations
TL;DR: A normative evaluation of the extent and quality of treatment services currently provided in residential living units and a comprehensive management system designed to improve such services are evaluated, providing support for the successful incorporation of behavioral management technology into human service settings on a large-scale, long-term basis.
Abstract: Ensuring effective service delivery by direct-care personnel in institutional living units for persons with developmental disabilities historically has been a difficult process, despite considerable attention from researchers, service providers, and governmental regulatory agencies. In this investigation, we conducted a normative evaluation of the extent and quality of treatment services currently provided in residential living units and evaluated a comprehensive management system designed to improve such services. Results of the first experiment, encompassing 22 living units in three states, indicated that on the average two thirds of observed resident behavior did not involve any therapeutic activity. The results also provided social validity for the criteria used to evaluate the quality of treatment provision based on opinions of mental retardation professionals. Results of the second experiment indicated that a behavioral management program implemented during 23 separate time periods across five living units was accompanied by consistent and durable decreases in resident nontherapeutic activity as well as increases in specifically designated habilitative activity. The results provide support for the successful incorporation of behavioral management technology into human service settings on a large-scale, long-term basis.
01 Oct 1989
Patent•
25 Sep 1989
TL;DR: In this article, a local area network for interconnecting terminals and other users and data processing systems and other service providers over a communications link is described. But the authors focus on the use of a service session between a user and a service provider.
Abstract: A local area network for interconnecting terminals and other users and data processing systems and other service providers over a communications link. The users and providers connect to the communications link by means of interface units each of which may connect to several users or providers. The interface units communicate over the communications link by means of messages. When a user requires the use of a service, the interface unit establishes a virtual circuit between it and the interface unit connected to the service provider and a service session which allows the user and the service provider to communicate over the virtual circuit. If several users connected to the one interface unit as the first user require services provided by providers which connected to the same interface unit as the first provider, they communicate in sessions over the same virtual circuits. The session messages are accumulated into single virtual circuit messages that are acknowledged in unison by the receiving interface unit. Each virtual circuit in the users' interface units includes a timer which reset when a message is transmitted over the virtual circuit and a data waiting flag set whenever data is present to be transmitted over the virtual circuit. The interface units are inhibited for transmitting over a virtual circuit unless the timer has timed out and the data waiting flag is set.
TL;DR: In this article, the authors explored the determinants of service quality as perceived by a sample of 50 small businesses and reported their overall rating of the level of service received from their bank, their reasons for that rating and their assessment of the importance of 55 service factors.
Abstract: The UK clearing banks are aiming to gain a differential advantage by improving the quality of their service. Some of the findings of a research study which explored the determinants of service quality as perceived by a sample of 50 small businesses are reported. Small business′ overall rating of the level of service received from their bank, their reasons for that rating and their assessment of the importance of 55 service factors are described.
01 Jan 1989
TL;DR: The development and standardization of ATM (asynchronous transfer mode) and signaling protocols for BISDN (broadband integrated services digital network) are considered and approaches are intended to create a service-independent broadband facility that is also sensitive to both service performance and network efficiency.
Abstract: The development and standardization of ATM (asynchronous transfer mode) and signaling protocols for BISDN (broadband integrated services digital network) are considered. A view of both ATM and signaling protocols in which the key design guideline is service flexibility is presented. The approaches suggested are intended to create a service-independent broadband facility that is also sensitive to both service performance and network efficiency. Key issues are raised that will require serious consideration by standards groups, manufacturers, and service providers as BISDN moves toward production. >
Patent•
07 Nov 1989
TL;DR: In this paper, a local area network for interconnecting terminals and other users and data processing systems and other service providers over a communications link by means of interface units each of which may connect to several users or providers.
Abstract: A local area network for interconnecting terminals and other users and data processing systems and other service providers over a communications link by means of interface units each of which may connect to several users or providers. The interface units communicate over the communications link by means of messages. When a user requires the use of a service, the interface unit establishes a virtual circuit between it and the interface unit connected to the service provider and a service session which allows the user and the service provider to communicate over the virtual circuit. If several users connected to the one interface unit as the first user require services provided by providers which connected to the same interface unit as the first provider, they communicate in sessions over the same virtual circuits. The session messages are accumulated into single virtual circuit messages that are acknowledged in unison by the receiving interface unit. Each virtual circuit in the user's interface units includes a timer which reset when a message is transmitted over the virtual circuit and a data waiting flag set whenever data is present to be transmitted over the virtual circuit. The interface units are inhibited from transmitting over a virtual circuit unless the timer has timed out and the data waiting flag is set.
TL;DR: In this paper, the authors introduce the Pricing Differentiation Premium Model (PDPM) model, which includes in the firm's pricing strategy its ability to differentiate itself from competitors, and discuss possible strategies for influencing differentiation premiums which can improve the pricing discretion of the service provider.
Abstract: States that current pricing strategies used in the service industries are often too simplistic and ineffective in the face of complex environmental conditions Introduces the Pricing Differentiation Premium Model, which includes in the firm′s pricing strategy its ability to differentiate itself from competitors Discusses possible strategies for influencing differentiation premiums which can improve the pricing discretion of the service provider
TL;DR: This study interviewed 364 members of four local countywide stakeholder groups (service provider agency directors, case managers, clients, and family members of clients) in a northwest state to ascertain their extent of agreement or disagreement about the importance of services.
Abstract: This study interviewed 364 members of four local countywide stakeholder groups (service provider agency directors, case managers, clients, and family members of clients) in a northwest state to ascertain their extent of agreement or disagreement about the importance of services. The groups agree that basic assistance and living skills are most important and that helping clients set their own goals and obtaining support from community organizations are least important. A social system stakeholder model proposes that the agreement and disagreement of different stakeholder groups are related to their values and position in the service delivery system.
TL;DR: In this article, the authors discuss the characteristics of exemplary intergenerational programs as well as program models addressing a variety of needs, serving many differen...The authors also discuss the benefits of such programs.
Abstract: Summary In times of shrinking resources and growing needs, service providers of the young and the old must work together to increase intergenerational cooperation and exchange through programs which can most effectively and efficiently meet the needs of persons from all social and economic walks of life. Successful and exemplary intergenerational programs appear to have numerous similar characteristics that set them apart from others–they address major social issues or problems, rebuild natural helping relationships, are mutually supportive and beneficial to all generations involved, provide optimum use of financial resources, build on existing services of institutions and provide opportunities for communities to design programs appropriate to local needs. Such exemplary intergenerational programs can be found in almost all areas of human services. This paper discusses the characteristics of exemplary intergenerational programs as well as program models addressing a variety of needs, serving many differen...
TL;DR: Results indicated that employment is a central organizing factor in these people's lives in that it is the area in which they experience the most stress and which they say has the greatest effect on their adjustment, both positively and negatively.
Abstract: Central Americans represent one of the fastest growing groups in the United States. As service providers attempt to address the needs of this growing population, basic descriptive information is needed on the characteristics and immigration experience of these people. Ninety-one recently immigrated CentralAmericans were interviewed concerning their immigration experience, problems encountered in the United States, and utilization of services. Results indicated' that employment is a central organizing factor in these people's lives in that it is the area in which they experience the most stress and which they say has the greatest effect on their adjustment, both positively and negatively. In addition, there seems to be a relatively low level of service utilization in this group, although loss of a job is the one thing that many respondents report would lead them to seek help. These and other findings are discussed with an emphasis on implied clinical and social service needs of this population. Suggested a...
TL;DR: The author shows how most corporations can be held accountable for their level of service quality.
Abstract: Service track records can help customers and analysts evaluate a company's products as well as its value The author shows how most corporations can be held accountable for their level of service quality
TL;DR: In this paper, the authors examined the importance of nineteen selection criteria consumers might use in their choice of a professional service provider, including knowledge, comfort, time, social reputation, and accessibility.
Abstract: This study examines the importance of nineteen selection criteria consumers might use in their choice of a professional service provider. Factor analysis reduced the variables to five factors—knowledge, comfort, time, social reputation, and accessibility. The results present strong implications for competitiveness of professional service providers, with knowledge and comfort items representing those most important to individuals.
TL;DR: The authors empirically tested the compositional structure of client satisfaction judgments relative to a nonprofit service, a university research library, by using confirmatory factor analysis and found that the role of the library staff as service providers, the social environment created by other library patrons, the library services themselves, and the physical environment were all significant dimensions of the client satisfaction with a university library.
Abstract: This study empirically tested the compositional structure of client satisfaction judgments relative to a nonprofit service, a university research library, by using confirmatory factor analysis. The role of the library staff as service providers, the social environment created by other library patrons, the library services themselves, and the physical environment were all found to be significant dimensions of client satisfaction with a university library. The results also provide support for the ubiquity of client satisfaction judgments in a not-forprofit services context characterized by a nonmonetary exchange between service provider and clients.
Patent•
02 Mar 1989
TL;DR: A communication subsystem of a data processing system includes a number of elements including Application's Software, a Network Terminal Driver and a Lower Layer Service Provider which controls the transfer of information between terminals and their controllers and main memory.
Abstract: A communication subsystem of a data processing system includes a number of elements including Application's Software, a Network Terminal Driver and a Lower Layer Service Provider which controls the transfer of information between terminals and their controllers and main memory.
TL;DR: A research survey carried out in an inner‐city area of Glasgow attempted to establish ethnic minority needs in the fields of childcare services, care of the elderly, and advice and information, finding a low level of expectation and awareness of services was uncovered.
Abstract: The article discusses a research survey carried out in an inner‐city area of Glasgow. The survey had a qualitative focus, with an attempt to establish ethnic minority needs in the fields of childcare services, care of the elderly, and advice and information. A low level of expectation and awareness of services was uncovered. This was found to reflect both the generally inadequate level of existing provision, and a lack of success on the part of service providers in communicating what actually is available. All these factors contribute to clear patterns of low utilisation from among ethnic communities.
Journal Article•
TL;DR: Cost-saving, community-oriented home care models serving complex medical-societal needs abroad are worthy of study to discern possible applications to health and social problems in the United States.
Abstract: Home care for persons who require the prolonged use of life-supportive medical technology is a reality in several nations. France has had more than a quarter of a century of experience with providing home care for patients with chronic respiratory insufficiency and with a system to evaluate the patients' outcomes. The French approach features decentralized regional organizations which offer grassroots involvement by the beneficiaries who participate directly in the system. Since June 1981, a national organization has provided patients, professionals, and others concerned with direct access to national funding authorities and governmental officials and has created a data base for evaluation of the experience. This system permits direct input by current users of the services and creates informed opinion among members of the general public, governmental officials, and others involved (health care professionals and service providers). This is essential for the development of responsive public policy and for the determination of the relevancy of programs. In the United States, increasing demands are being made upon expensive hospital services by patients with diseases such as AIDS and other catastrophic, long-term care conditions. Cost-saving, community-oriented home care models serving complex medical-societal needs abroad are worthy of study to discern possible applications to health and social problems in our nation.
TL;DR: Comparing agencies which traditionally served individuals with developmental disabilities versus those serving the elderly populations found that both types of agencies recognized the need for services but concern was raised as to who would provide them and how the two groups would blend.
Abstract: We examined the availability of servicesfor the developmentally disabled elderly and the concerns expressed by the service provider. We compared agencies which traditionally served individuals with developmental disabilities versus those serving the elderly populations. Although both types of agencies recognized the needfor services, concern was raised as to who would provide them and how the two groups would blend.
TL;DR: A project that provides and coordinates transition services to high school students with learning disabilities and unique features of this model include the development of a regional transition advisory council, personal growth groups for participants, and a private, nonprofit rehabilitation center as the coordinator of transition services.
Abstract: This article presents a project that provides and coordinates transition services to high school students with learning disabilities. The Central Nebraska Goodwill Industries Transition Model is a four-phase process initiated during the freshman year of high school. Involvement begins with assessment and evaluation activities that culminate in the development of a transition planning component to the Individualized Education Plan. A variety of service providers offer assistance to satisfy identified transition needs. Unique features of this model include the development of a regional transition advisory council, personal growth groups for participants, and a private, nonprofit rehabilitation center as the coordinator of transition services.
01 Jan 1989
TL;DR: In this article, the authors describe one demonstration project involving four physically disabled persons, one female and three males, located in one domiciliary unit which signposts this new service direction and identifies it as a consumer-directed and empowering model.
Abstract: Australian disability services have undergone a major review. Initiated by the government and now enshrined in new legislation, this review has significant implications for non-government social welfare organisations as major service providers in that it demands a significant service delivery reorientation. This paper describes one demonstration project involving four physically disabled persons, one female and three males, located in one domiciliary unit which signposts this new service direction and identifies it as a consumer-directed and empowering model. This is contrasted with previous institutional and care models of service. It identifies the staff role as important in this client-empowering model of service and raises a range of critical issues in the consumer-staff interface which enhances such empowerment. The paper suggests that where these staffing features and empowerment processes are lacking deinstitutionalisation may well have occurred without consumer empowerment being achieved.