Showing papers on "Service provider published in 1995"

Introducing custom power

Abstract: Changes in customers' needs require improvements in the reliability and quality of the electricity supply This paper describes how the concept of custom power is now becoming familiar The term describes the value-added power that electric utilities and other service providers will offer their customers in the future The improved level of reliability of this power, in terms of reduced interruptions and less variation, will stem from an integrated solution to present problems, of which a prominent feature will be the application of power electronic controllers to utility distribution systems and/or at the supply end of many industrial and commercial customers and industrial parks >

Interface device for electronically integrating global financial services

Abstract: An interface device for electronically integrating a plurality of financial services provided at different geographical locations and in different time zones, and delivering such services directly to a customer facility at any time requested by the customer. The customer connects to the system whenever desired to access each of the services, and the interface device stores and routes messages between the customers and each of the service providers at the respective times when the customers' facilities and the service providers' facilities are operative. The system can be accessed through a customer's stand-alone personal computer, local area network, and/or mainframe computer. The system also includes a variety of security functions that provide different levels of access to the services for different customers.

Consumers’ emotional responses to service encounters

Abstract: Reports on a study looking at dimensions of service provider performance that influence immediate emotional responses to service encounters, based on 914 service encounters. Identifies five service‐provider dimensions that are significant predictors of emotional response to services. Finds that different service‐provider dimensions influence positive as compared with negative emotional responses and that temporal duration and spatial intimacy of the encounter affect both the reported levels and relative importance of these service‐provider dimensions to emotional responses.

Targeting advertising in a home retail banking delivery service

Abstract: A practical system and method for the remote distribution of financial services (e.g., home banking and bill-paying) involves distributing portable terminals to a user base. The terminals include a multi-line display, keys "pointing to" lines on the display, and additional keys. Contact is established between the terminals and a central computer operated by a service provider, preferably over a dial-up telephone line and a packet data network. Information exchange between the central computer and the terminal solicits information from the terminal user related to requested financial services (e.g., for billpaying, the user provides payee selection and amount and his bank account PIN number). The central computer then transmits a message over a conventional ATM network debiting the user's bank account in real time, and may pay the specified payees the specified amount electronically or in other ways as appropriate. Payments and transfers may be scheduled in advance or on a periodic basis. Because the central computer interacts with the user's bank as a standard POS or ATM network node, no significant software changes are required at the banks' computers. The terminal interface is extremely user-friendly and incorporates some features of standard ATM user interfaces so as to reduce new user anxiety.

System for communicating with an electronic delivery system that integrates global financial services

Abstract: A system for communicating with a global electronic delivery system that integrates a plurality of financial services provided at different geographical locations and in different time zones, and delivery such services directly to a customer facility at any time requested by the customer. The customer connects to the system whenever desired to access each of the services, and the delivery system stores and routes messages between the customers and each of the service providers at the respective times when the customers' facilities and the service providers' facilities are operative. The communications system can comprise a stand-alone personal computer, a local area network, and/or a mainframe computer. The communicates system also includes a variety of security functions that provide different levels of access to the services for different customers.

Navigation information system

Abstract: A navigation information system comprises a communications system having a fixed part (11 to 20) and at least one mobile part (1 to 10), the fixed part including a data storage and processing means (15) for identifying the location of a mobile unit, generating guidance information appropriate to that location and transmitting it to the mobile unit. By locating most of the complexity with the service provider, in particular the navigation computer (15) and geographical database (17), the system can be readily updated and the capital cost of the in-vehicle system, which in its simplest form may be a standard cellular telephone (1), can be minimised. The user makes a request for guidance information, and the system, having determined the user's present location, then transmits instructions to the user. The user's present location can be determined by means such as a Satellite Positioning System (7).

Personal access management system

Abstract: A multi-component system for linking a user to a product or service provider includes a user processing device, a storage device, and a provider device. The storage device stores provider-specific application software, user-specific data, and a file management program. The storage device and the processing device are coupled to each other to form a user device which communicates with the provider device. Under direction of the file management program, the processing device carries out a recognition methodology which determines whether the processing device and the storage device are authorized to operate with each other. This aspect of the system makes it possible to render the storage device operable only with a specific user processing device, referred to as the principal processing device. This, in turn, reduces the possibility of fraud since the storage device cannot be used without the principal processing device. Once it is determined that the processing and storage devices are authorized to interact with each other, the processing device executes the provider-specific application software to exchange information with the provider device. Together, the user and provider devices implement unique recognition and comprehension methodologies to ensure that the parties are authorized to communicate with each other and to ensure that the information exchanged cannot be understood by third parties. Overall, the system provides a highly secure mechanism for transferring information from one party to another.

Mobile communication service provider selection system

Abstract: A system and method for enabling a user of wireless communication services such as mobile cellular telephone services to easily switch among various available service providers based on real time cost and service feature information. A central processing facility serves as an intermediary between mobile communication users and service providers and broadcasts real time service provider information over an established information channel, in each region served by wireless communication carriers. Users are able to select an optimal service provider based on the received service provider information. In this way, competition among wireless carriers is enhanced.

The zone of tolerance

Abstract: Briefly reviews some of the literature on service quality and in particular the zone of tolerance – the zone of acceptable or expected outcomes in a service experience. Uses the zone of tolerance to explore the relationships between customers′ satisfaction with individual transactions, or service encounters, and their satisfaction with the overall service. Provides nine propositions which identify how customers′ perceptions of the quality of a service can be influenced and how the thresholds of the zone of tolerance can be adjusted during the process of service delivery. Also considers some of the design implications of the propositions.

The Dynamics of Service: Reflections on the Changing Nature of Customer/Provider Interactions

Abstract: 1. The Service Revolution: From Relationships to Encounters 2. Service Through Relationships: Creating Bonds of Trust 3. Service Through Encounters: Ensuring Speed, Efficiency, and Uniformity 4. Key Distinctions Between Relationships and Encounters 5. The Provider's Perspective 6. The Customer's Perspective 7. The Organization's Role: Creating the Context for Customer/Provider Interaction 8. The Pseudorelationship: Making Encounters Feel More Personal 9. Information Technology as Partner and Provider: Buying Services with the Help of Machines 10. Relationships, Encounters, and the Quality of Life 11. Implications for the Future

Digital entertainment terminal with channel mapping

Abstract: Dynamic programming of a digital entertainment terminal (DET) facilitates operation of the terminal to offer a variety of functionally different broadband services. The terminal includes a network interface module which couples the terminal to a specific type of communication network for receiving a digital broadband channel. The DET downloads on a narrowband signaling channel a VIP program map that identifies the available video information service providers (VIPs) on the basis of the location of their corresponding software control signals. The software control signals are transmitted cyclically to enable access by a random DET at any time. A program memory captures the VIP program map and at least a portion of the software control signals received over the digital broadband channel as software executable by the control processor during turn-on of the DET. When a user presses a GUIDE button on a remote control service, the DET displays the available information service providers in accordance with the VIP program map, thereby enabling the user to conveniently access the broadband services offered by the selected information service provider.

Beyond The Information Systems Outsourcing Bandwagon: The Insourcing Response

Abstract: From the Publisher: A common practice involving enormous sums of money, outsourcing is paying a third party to take control of one of a company's functions and then "sell" the service back to it. Prominent IS community members warn of the dangers in surrendering complete management control of their strategic assets. The key question is not "should we outsource IS?" but "where and how can we take advantage of the rapidly developing market of IS service providers?" This book provides answers to the question based on extremely detailed studies of six successful insourcing companies.

Timed availability of secured content provisioned on a storage medium

Abstract: A service methodology based on distribution of secured content, such as, movies, music, games, information and the like, whereby revenue may be generated for premier and pay-per-use access to the secured content. The service is manifested by the combination of a video disk reader, controller and authorization center. A service provider, for instance, locks up a movie on a video disk for which a premier event viewing date and time may be defined and which the provider may then directly distribute, in advance of the premier event, to potential consumers. Each consumer may purchase the right to view the movie once for a certain fee, for example $5.00, through online access from the controller to the authorization center, but the single viewing will only be allowed by the controller on or after the premier event. Thereafter, the consumer pays for viewing of the movie on a pay-per-use basis or over a defined window of time, perhaps for reduced fee, such as $1.00. Moreover, the online authorization process makes it possible to track consumer preferences at the authorization center, and as an alternative to the online payment processing, smart cards may be utilized for such.

System and method for scheduling service providers to perform customer service requests

Abstract: A scheduling system is disclosed for scheduling tasks for fulfilling a series of service requests. When each service request is received, a determination is made as to the amount of resources a task requires to provide the requested service. Further, a preferred time within which to perform the task is obtained from the requestor of the service request. For each service request, data for the estimated amount of resources and the preferred time are supplied, on a first-come-first-serve basis, to a scheduling component for solving a combinatorial optimization model which efficiently allocates a predetermined amount of resources for each time slot in a scheduling period by rearranging tasks for service requests previously received. The scheduling component provides for a service requestor, without regard to subsequently received service requests, a service time in which to perform the task for the requested service substantially immediately after the service request is made. Whenever possible, the service time coincides with the preferred time. Each previously received service request will have its related task performed within the service time provided to the requestor of the service request. The scheduling system is particularly useful in scheduling technician time for service calls received by customer representatives in the telecommunication and utility industries.

Mediation of open advanced intelligent network interface by shared execution environment

Abstract: A method of mediation of traffic across a particular interface between the Advanced Intelligent Network operated by a local exchange carrier and an outside service provider is disclosed. The particular interface is defined between an application by a non-local exchange carrier service provider for some form of enhanced telephone service requiring use of the Advanced Intelligent Network and a shared execution environment interpreter on the other side of the interface. Mediation is conducted by the shared execution interpreter that is run on a local exchange carrier operated service control point. The shared execution interpreter enforces sufficient rules so that the local exchange carrier does not require knowledge of the details of implementation of the service provider's application. The methodology defines a unique transaction identifier that is defined and known on the local exchange carrier side of the interface. A table is created carrying the unique transaction identifiers with service process identifiers generated by various service provider applications. In this way, the shared execution environment interpreter can pass messages and instructions across the interface to the service provider's application that only reference the application's internally generated service process identifier. This isolates the service provider application from unnecessary information about the operation of the network and the operation of other service providers services. Mediation rules include testing of tables to determine whether a directory number referenced in a message request from a service provider application is a customer of the service provider, whether trunk group routing requests are valid for the service providers and whether any access to, or particular levels of access to, certain network elements are authorized for the service provider requesting same.

The Influence of International Risk on Entry Mode Strategy in the Computer Software Industry

Abstract: Introduction As the business world becomes more global and the level of international competition continues to increase, managers will find themselves facing increasingly complex strategic decisions. Perhaps first and foremost among these decisions are the decisions relating to methods of expanding the firms' international operations. However, as one considers the prospects of international expansion one can not help but be aware of the many and varied risks facing firms in these "strange new lands." Ghoshal (1987) has postulated that managing risks is one of three strategic objectives for managers of multinational firms. Yasai-Ardekani (1986) has suggested that industry environmental characteristics such as risk, influence management perception which, in turn, leads to an influence on the structure of the organization. Carman and Langeard (1980) have stated that service firms face far greater risks in international expansion than do product firms: (1) the inseparability of production and consumption for services eliminates certain entry mode choices, (2) the lack of visibility of services (intangibility) increases the time needed to diffuse service innovation, and (3) service providers may be perceived by host governments as contributing little to the national economy while draining resources, precipitating regulations that favor domestic service providers over foreign providers. Existing research has shown a relationship between risk and international diversification, i.e. how firms can reduce overall financial risk by diversifying into international markets (see Rugman 1979 for a discussion). Risk has also been shown as a motivation for international expansion, e.g. entry into competitor markets as a bargaining tool through the "exchange of threats" (Casson 1987, Graham 1985, Vernon 1985, Vernon 1974). In addition entry mode research has included "risk" as$a key element in many of their studies of entry mode determinants (Root 1987, Anderson and Gatignon 1986, Hennart 1988, Contractor 1990, Buckley and Mathew 1980). Vernon (1985) and Miller (1992) have suggested that the perception of a more comprehensive "international" risk and the strategic choice of entry mode may be related. They suggest that looking at individual international risks, such as exchange rate or political risks, in isolation of the other international risks results in an incorrect analysis of the internalization question and can lead to an incorrect entry mode choice. This study is part of a more expansive research project designed to measure perceived risks in different parts of the world and relate these risk perceptions to the strategic choices made by managers. To focus in on the risk-strategy relationship, we first identify key components of the international risks involved in strategic decisions making and then we explore ways in which management can minimize the impact of these risks on the firm through the strategies, i.e. entry mode selected. Once a theoretical base is formed, we present the results of a pilot study to test the risk-entry mode relationships, using a small sample of international high-tech service firms. Whet is International Risk? Both Miller (1992) and Vernon (1985) refer to international risk, however only Miller provides details of a three part integration of international risk variables. The three parts consist of (1) general environmental, (2) industry, and (3) firm-specific risks. General environmental uncertainty refers to those variables that are consistent across all industries within a given country. Included in this factor are such variables as political risk, government policy uncertainty, economic uncertainty, social uncertainty, and natural uncertainty (uncertainty caused by nature itself, such as floows or typhoons). Miller's second grouping, industry uncertainty, contains the risks associated with differences in industry/product-specific variables. Among these variables are the input market uncertainties associated with production inputs, such as material/labor supply availability, quality, and quantity. …

Analysis, planning, improvisation and control in the development of new services

Abstract: Given the increasing importance of the service sector in western economies, not enough research has been carried out in the field of new service development. Reports studies which explore the process of developing new services. Nine different new services launched in the Swedish market were studied in detail. Based on these studies, draws conclusions on the process.

Method for switching between a data communication session and a voice communication session

Abstract: Techniques are described for switching from a data session to a voice session, then back to the data session. A "primary" data connection is established between a user's terminal and a communications network, which provides the user terminal with a tag identifying a voice network address (typically of a service provider) to which a voice connection can be established. The user initiates a voice connection (session) with the service provider by selecting a displayed service object associated with the service tag. During the voice session, the data session is suspended. Upon completion of the voice session, the "primary" data session is resumed. In an embodiment of the invention, a "secondary" data connection can be established during the voice session using one or more physical network connections. Data communication during the secondary data connection is optionally "remotely" guided by the service provider, and may include a distinct address for resuming the primary data connection. Video connections are accommodated during the voice session.

A Typology of Service Firms in International Markets: An Empirical Investigation:

Abstract: Globalization of markets and competition has created unlimited opportunities for marketers of services internationally. Service providers, with a wide range of products ranging from professional se...

Dynamic Server Selection In The Internet

Abstract: As distributed information services like the World Wide Web become increasingly popular on the Internet, problems of scale are clearly evident. A promising technique that addresses many of these problems is service (or document) replication. However, when a service is replicated, clients then need the additional ability to find a ``good'''' provider of that service. In this paper we report on techniques for finding good service providers without a priori knowledge of server location or network topology. We consider the use of two principal metrics for measuring distance in the Internet: hops, and round-trip latency. We show that these two metrics yield very different results in practice. Surprisingly, we show data indicating that the number of hops between two hosts in the Internet is {\em not\/} strongly correlated to round-trip latency. Thus, the distance in hops between two hosts is not necessarily a good predictor of the expected latency of a document transfer. Instead of using known or measured distances in hops, we show that the extra cost at runtime incurred by dynamic latency measurement is well justified based on the resulting improved performance. In addition we show that selection based on dynamic latency measurement performs much better in practice that any static selection scheme. Finally, the difference between the distribution of hops and latencies is fundamental enough to suggest differences in algorithms for server replication. We show that conclusions drawn about service replication based on the distribution of hops need to be revised when the distribution of latencies is considered instead.

“Service logic”: achieving service system integration

Abstract: Offers a “service logic model” as a managerial tool for tackling cross‐functional issues embedded in service systems. Uncovers and describes the logical components inherent in the three key service management functions – marketing, operations and human resources‐and suggests that the real management challenge, above and beyond cross‐functional co‐ordination, is integration of these components as the real drivers of service experience. A step‐by‐step template is offered for using service logic to achieve the fundamental grass roots integration required in the creation of outcomes valued for customers.

Electronic delivery system and method for integrating global financial services

Abstract: A method for integrating a plurality of financial services provided at different geographical locations and in different time zones, and electronic delivering such services directly to a customer facility at any time requested by the customer. Customers connect to the system whenever desired to access each of the services, and messages are stored and routed between the customers and each of the service providers at the respective times when the customers' facilities and the service providers' facilities are operative. The system can interface with a customer's stand-alone personal computer, local area network, and/or mainframe computer. A variety of security functions provide different levels of access to the services for different customers.

The effects of filled waiting time and service provider control over the delay on evaluations of service

Abstract: This article reports on an experiment that investigated the effects of a delay, perceived control over a delay, and the extent to which time was filled during the delay on various performance evaluations in a service encounter It was determined that delays lower customers’ overall evaluations of service and of the tangible and reliability attributes of the service in particular When delayed, performance evaluations were affected by whether the service provider was perceived to have control over the delay and whether the customer’s waiting time was filled Overall performance evaluations and performance evaluations of tangibility, reliability, and responsiveness were highest when perceived service provider control was low and the waiting customer’s time was filled These evaluations were lowest when perceived service provider control was high and waiting time was not filled

System and method of validating special service calls having different signaling protocols

Abstract: The present invention telecommunications system provides validation of authorization codes input by a user for placing a call from a service area of a first telecommunications service provider with a calling card issued by another telecommunications service provider. The present invention allows the subscriber to place a special service call irrespective of whether the signaling protocol of the first service provider is different from the service provider to which the subscriber is a customer of. If the protocol of one telecommunications service provider is indeed different from the other service provider, a gateway residing in an intelligent service network node would convert the signaling protocol of the first service provider into a signaling protocol that is compatible with the other service provider. Consequently, the first service provider can quickly validate the authorization code provided by the subscriber by sending a query to the service provider that issued the calling card to the caller by referencing the LIDB database of the latter service provider. To achieve the conversion of one protocol to another, a system that includes an ISN node having gateways, file servers, a monitoring system, and mainframes is used. The gateway inside the ISN node has a client application program interface (API) component, a translate/convert component, a transaction capabilities part (TCAP) component and a SS7 API component. These various components, together with other controlling and interface components, are able to convert a first signaling protocol, for example a SS7 protocol, into a second protocol, for example a network information distributed service (NIDS) sequenced packet protocol.

Automatic access to communication service providers

Abstract: A short dedicated code, such as an N11 telephone number, is used to access an information source selected from a large number of voice, data, facsimile and/or video services offered by information service providers. The system can use a single N11 number for all calls, or a first code number for preprogrammed call processing and a second number for casual access. The system can route an information service call based at least in part on preprogrammed selection data for the caller stored in a central data base, or can prompt a casual caller for various inputs to determine which service the caller currently wants to access. The disclosed system of call routing eliminates the need for information service users to know a large number of different telephone numbers to access a variety of information services. In the preferred embodiments, the user only needs to know one or two three-digit N11 type access numbers, such as 211 or 511. Because of the use of a programmable central data base, the system can provide customized routing and call processing procedures for different customers and for accessing different providers' services. Also, the system allows easy modification and updating of the stored data to suit a customer's current needs for accessing different information sources. The system can also provide access authorization procedures as defined by the customer or as defined by the information service provider.

Service creation apparatus for a communications network

Abstract: A service creation system for a communications network of the intelligent network type has 3 different levels at which service creation activities can be carried out, these being SCE1, SCE2 and SCE3. The use of separate levels allows access to the service creation system to be kept functionally separate for users having different interests in the network. Hence, features which have to be installed at the network element level for a selected service to be available can be created in SCE1. Marketable service features, which give a view of features in that they encapsulate call handling logic thereof together with support and management descriptions of the feature, can be created in SCE2. Service packages, which permit collection of marketable service features to meet requirements of a service together with service-specific support and management information, can be created in either of SCE2 or SCE3. The service provider at SCE2 creates and tests edit graphs which comprise ordered sequences of marketable service features. These are then made available to the customer at SCE3. Profiles, which list the features relevant to a service for a user and provide data slots for the data necessary to each feature, can be provisioned and modified in SCE3 by the creation of execute graphs from edit graphs. In addition to marketable service features, metafeatures can be embedded in edit graphs. These are similar to marketable service features but have no associated screen information. This allows the user to generate execute graphs from what appears to be a blank screen but in practice has embedded constraints by means of the metafeatures, thus ensuring that the execute graph is still within tested constraints.

Constructions of Deafness

Abstract: As a social problem, deafness can be variously construed. Each of the primary constructions of deafness today - disability and linguistic minority - has its archetypes but most deaf children match neither of them. Organizations espousing each construction compete to 'own' deaf children and define their needs. As with service providers for blind people, the troubled-persons industry associated with deafness seeks conformity of the client to the underlying construction of deafness as disability. Some spokespersons in the disability rights movement have joined service providers in promoting the disability construction of all deafness. This neglects the fact that the DEAF-WORLD has a distinct culture and that deafness is constructed differently in that culture than it is in national cultures of hearing peoples. The implications of a shift toward the linguistic minority construction for deaf children and adults, the obstacles to such change, and the forces promoting change are examined.

A concept of commitment: alternative views of relational continuity in business service relationships

Abstract: Explores the role of commitment in maintaining relationship bonds even when the level of satisfaction with specific transactions is low. A strong relationship can exist between these professional service providers and their clients even when participants do not feel positive about their interactions. A study of the factors which influence accountant choice and switching behavior shows a great reluctance by clients to alter the existing client/accountant relationship. Accountants′ clients are often unwilling to explore alternative service options even if dissatisfied. A number of different bases of commitment emerge from analysis of both the factors which might lead to a change in accountant and attitudes towards the current provider.

Mediated AIN control of short code access to information service providers

Abstract: In an Advanced Intelligent Network, a central mediation point stores call processing records for controlling call routing and other call processing functions. To provide short code access to information service providers, each information service provider will operate an independent database which stores additional call processing records. When an established subscriber dials the short code, e.g. an N11 code, the mediation point identifies the information provider that the subscriber has previously selected from the subscriber's call processing record stored in the mediation point. The mediation point communicates with that service provider's database to obtain call processing information. The mediation point validates the call processing information for compatibility with network operations. The mediation point forwards validated call processing information to a node of the network to process the call in accord with the information from the provider's database. If the caller has not pre-selected one of the provider's or the caller dials one alternate short code, the network will prompt the caller for a selection, and then obtain the necessary call processing information from the database of the selected provider.