Showing papers on "Service provider published in 2000"

Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters

Abstract: Self-service technologies (SSTs) are increasingly changing the way customers interact with firms to create service outcomes. Given that the emphasis in the academic literature has focused almost exclusively on the interpersonal dynamics of service encounters, there is much to be learned about customer interactions with technology-based self-service delivery options. In this research, the authors describe the results of a critical incident study based on more than 800 incidents involving SSTs solicited from customers through a Web-based survey. The authors categorize these incidents to discern the sources of satisfaction and dissatisfaction with SSTs. The authors present a discussion of the resulting critical incident categories and their relationship to customer attributions, complaining behavior, word of mouth, and repeat purchase intentions, which is followed by implications for managers and researchers.

Service Management and Marketing: A Customer Relationship Management Approach

Abstract: The Service and Relationship Imperative: Managing In Service Competition. Managing Customer Relationships: An Alternative Paradigm in Management and Marketing. The Nature of Services and Service Consumption, and its Marketing Consequences. Service and Relationship Quality. Quality Management in Services. Return on Service and Relationships. Managing the Augmented Service Offering. Principles of Service Management. Managing Service Productivity. Managing Marketing or Market--oriented Management. Managing Total Integrated Marketing Communication. Managing Brand Relationships and Image. Market--oriented Organization: Structure, Resources and Service Processes. Managing Internal Marketing: A Prerequisite for Successfully Managing Customer Relationships. Managing Service Culture: The Internal Service Imperative. Conclusions: Managing Relationships and the Six Rules of Service. Index.

Technology Infusion in Service Encounters

Abstract: Service encounters are critical in all industries, including those that have not been traditionally defined as service industries. The increasing deployment of technology is altering the essence of service encounters formerly anchored in a “low-tech, high-touch” paradigm. This article explores the changing nature of service, with an emphasis on how encounters can be improved through the effective use of technology. The authors examine the ability of technology to effectively (1) customize service offerings, (2) recover from service failure, and (3) spontaneously delight customers. The infusion of technology is examined as an enabler of both employees and customers in efforts to achieve these three goals. Although the infusion of technology can lead to negative outcomes and may not be embraced by all customers, the focus of this article is on the benefits of thoughtfully managed and effectively implemented technology applications. Past research and industry examples are featured and future research directions and managerial implications are highlighted.

Implications of loyalty program membership and service experiences for customer retention and value

Abstract: Companies that offer loyalty reward programs believe that their programs have a long-run positive effect on customer evaluations and behavior. However, if loyalty rewards programs increase relationship durations and usage levels, customers will be increasingly exposed to the complete spectrum of service experiences, including experiences that may cause customers to switch to another service provider. Using cross-sectional, time-series data from a worldwide financial services company that offers a loyalty reward program, this article investigates the conditions under which a loyalty rewards program will have a positive effect on customer evaluations, behavior, and repeat purchase intentions. The results show that members in the loyalty reward program overlook or discount negative evaluations of the company vis-a-vis competion. One possible reason could be that members of the loyalty rewards program perceive that they are getting better quality and service for their price or, in other words, “good value.”

Adaptive and Dynamic Service Composition in eFlow

Abstract: E-Services are typically delivered point-to-point. However, the e-service environment creates the opportunity for providing value-added, integrated services, which are delivered by composing existing e-services. In order to enable organizations to pursue this business opportunity we have developed eFlow, a system that supports the specification, enactment, and management of composite e-services, modeled as processes that are enacted by a service process engine. Composite e-services have to cope with a highly dynamic business environment in terms of services and service providers. In addition, the increased competition forces companies to provide customized services to better satisfy the needs of every individual customer. Ideally, service processes should be able to transparently adapt to changes in the environment and to the needs of different customers with minimal or no user intervention. In addition, it should be possible to dynamically modify service process definitions in a simple and effective way to manage cases where user intervention is indeed required. In this paper we show how eFlow achieves these goals.

Internet document management system and methods

Abstract: An internet-based document management system (17) and methods are provided wherein an electronic document may be stored on an internet-accessible server (20) and accessed using a previously known web browser, downloaded for review or manipulation, and then returned to the server for access by further users. The server is programmed to provide a plurality of services supported by a common database (25) and a document store (30), including storage and retrieval services, an electronic document delivery service, a document distribution service, a collaborative file sharing service and a workflow service. The system preferably also is programmed with a security function, a filtering function, accounting functions that enable detailed accounting of transactions occuring on the system, and a customization function that permits multiple service providers to utilize the common document management services of a server, while presenting end-users with distinct dedicated websites.

Congestion-dependent pricing of network services

Abstract: We consider a service provider (SP) who provides access to a communication network or some other form of on-line services. Users initiate calls that belong to a set of diverse service classes, differing in resource requirements, demand pattern, and call duration. The SP charges a fee per call, which can depend on the current congestion level, and which affects users' demand for calls. We provide a dynamic programming formulation of the problems of revenue and welfare maximization, and derive some qualitative properties of the optimal solution. We also provide a number of approximate approaches, together with an analysis that indicates that near-optimality is obtained for the case of many, relatively small, users. In particular, we show analytically as well as computationally, that the performance of an optimal pricing strategy is closely matched by a suitably chosen static price, which does not depend on instantaneous congestion. This indicates that the easily implementable time-of-day pricing will often suffice. Throughout, we compare the alternative formulations involving revenue or welfare maximization, respectively, and draw some qualitative conclusions.

Apparatus and methods for use of access tokens in an internet document management system

Abstract: An Internet-based document management system and methods are provided wherein access to the system and its services may be controlled through use of access tokens. The Internet-based document management system allows an electronic document to be stored on an Internet-accessible server and accessed using a previously known web browser, downloaded for review or manipulation, and then returned to the server for access by further users. The server is programmed to generate (237) and validate (243) access tokens and provide a plurality of services supported by a common database and document store, including storage and retrieval services, an electronic document delivery service, a document distributed service, a collaborative file sharing service and a workflow service. The system preferably also is programmed with a security function, a filtering function, accounting functions that enable detailed accounting of transactions occurring on the system, and a customization function that permits multiple service provider to utilize the common document management services of a server, while presenting end-users with distinct dedicated websites.

A wap service personalisation, management and billing object-oriented platform

Abstract: An access node has a portal which performs interfacing between a wireless network domain and content/service providers in the Internet. On the wireless side the portal is linked with an SMSC, a CBC, and a USSD server for interfacing with and management of bearer stacks. Service functionality includes modular systems including a Push server, a Pre-paid calling server, and a location server in addition to internal portal functions. The latter provide for subscriber self-provisioning, customer care provisioning, subscriber device provisioning, and service provisioning. Thus, the node caters for both particular subscriber service and mobile device requirements.

Social support networks and school outcomes: The centrality of the teacher.

Abstract: This investigation compares school outcomes for students who differ in the extent to which they perceive their parents, friends, and teachers—each alone and in combination—as important sources of social support. Findings indicate that middle and high school students who perceive high supportiveness from all three sources of support, as opposed to none, one, or two, have better attendance; spend more hours studying; avoid problem behavior more; have higher school satisfaction, engagement, and self-efficacy; and obtain better grades. Positive school outcomes are promoted when teacher support is perceived in combination with perceived support from parents and friends. Implications of the results for human service providers are presented.

Spatial Decompositions, Modeling and Mapping Service Regions to Predict Access to Social Programs

Abstract: Although social programs intend to provide equal access for all, in the final evaluation, fairness of the distribution of services is usually dictated by location. Measuring and predicting access to social services can help these programs adjust and better accommodate under-served regions. A method is proposed which delineates the service area of providers delivering social services and produces a probability metric that maps the equity of the program of services for each household. We begin with a computationally trivial method for delineating service areas, map the probability of households being served, and propose an adjustment process, an allocation, to level access to services. We argue such methods can serve to better locate service providers and insure equity when implementing social programs.

Multiple roles of consumption emotions in post‐purchase satisfaction with extended service transactions

Abstract: The focus of this paper is on the emotional experience of consumption and its impact on satisfaction in the context of extended service transactions. Drawing on a multi‐component perspective of emotions, we present a series of research propositions to specify how both retrospective global judgments of consumption emotions as well as their in‐process experience (i.e. their experience during the sequence of episodes composing the transaction) determine post‐purchase satisfaction in multiple ways. At the retrospective level, we propose that while the expected direct relationship between satisfaction and positive emotions will emerge, the equally expected inverse relationship between negative emotions and satisfaction will be found only for negative emotions attributed to the service provider. Negative emotions attributed to causes other than the provider (i.e. to the situation or to oneself) may be positively associated with satisfaction. At the in‐process level, we propose that the experience of distinct emotions at a certain stage of the service may influence the consumer’s expectations for and perceptions of the provider performance, and/or the expressions and behaviors of the consumer himself and those of the provider in the subsequent episode. Such in‐process effects of emotions will then determine their relationship with post‐purchase satisfaction. Theoretical and managerial implications are discussed.

System and method for providing user-configured telephone service in a data network telephony system

Abstract: A system and method for providing user-configured telephone service to a user of a data network telephone. The user connects a data network telephone to the data network. The data network telephone registers with a telephone connection server to have basic calling service. The user accesses a service provider server to enter feature selections. The service provider server may use a web page to query the user for feature selections The service provider server uses the user's selections to update the user's account and to activate the selected features.

Service behaviors that lead to satisfied customers

Abstract: Examines service provider behaviors that influence customer evaluation of service encounters. Develops a list of service provider behaviors relevant to customer evaluation of a service encounter. Examines performance of these behaviors in specific restaurant and medical transactions. Then examines the relationship between performance of each behavior and encounter satisfaction. Behaviors are grouped, using factor analysis from consumer surveys, into three dimensions: concern, civility, and congeniality. Each is defined using multiple behavioral measures. Measures include concepts not widely addressed in current services literature, including conversation, respect, genuineness, attitude, and demeanor. These dimensions and constituent behaviors provide a framework for future research and service training and management.

Designing Web Technologies for Local Governance Reform: Good Management or Good Democracy?

Abstract: This article examines the extent to which innovative applications of Web technology might advance local governance reform. Synthesizing theories from communications, public policy, urban political science, and political philosophy, it develops a theoretical framework for local governance reform that emphasizes two dimensions: entrepreneurial (good management) versus participatory (good democracy). The entrepreneurial model envisions the city primarily as a local service provider, while the participatory model stresses the civic character of cities. A structured content analysis of 270 municipal Web sites in California is then analyzed to examine the extent to which applications of Internet technology support these models of reform. We conclude that most municipal Web sites lack a clear mission and provide few of the features that might effect meaningful improvements to local governance. The few that promote a particular approach appear more likely to support an entrepreneurial than a participatory model o...

The role of nonverbal communication in service encounters

Abstract: Although the verbal components of service encounters have been investigated, the nonverbal aspects of employee‐customer interactions have remained virtually unexplored in the marketing literature. Thus, the purpose of this paper is to explore the importance of service employees’ nonverbal communication during service interactions. Specifically, a conceptual model is presented that links nonverbal communication (kinesics, paralanguage, proxemics, and physical appearance), customer affect, and consumers’ evaluations of service providers (with respect to credibility, friendliness, competence, empathy, courtesy, and trustworthiness). Further, the importance of nonverbal elements is discussed and managerial implications are given.

Total Facilities Management

Abstract: An introduction to facilities management Developing a strategy for facilities management Retaining services in-house vs. outsourcing Change management Human resources management implications Policy and procedures for outsourcing Policy and procedures for in-house provision Service specifications, service level agreements and performance Employment, health and safety considerations Workplace productivity Facilities management service providers Managing service provider and supplier relationships Contract management and financial control Benchmarking best practice Public-private partnerships Education, training and development Appendix A Glossary.

Strategic segmentation in front-line services: matching customers, employees and human resource systems

Abstract: This paper examines variation in the use of high involvement work practices in service and sales operations. I argue that the relationship between the customer and front-line service provider is a central feature that distinguishes production-level service activities from manufacturing. In particular, through strategic segmentation, firms are able to segment customers by their demand characteristics and to match the complexity and potential revenue stream of the customer to the skills of employees and the human resource system that shapes the customer–employee interface. Unlike manufacturing, where high involvement systems have emerged in a wide variety of product markets, therefore, service organizations are likely to use high involvement systems only to serve higher value-added customers because of the high costs of these systems and the labour-intensive nature of services. Data from a nationally random sample of 354 call centres in US telecommunications documents this pattern: from classic mass product...

Pricing for QoS-enabled networks: A survey

Abstract: A complete solution to the problem of providing adequate quality of service (QoS) to heterogeneous users must take into account the issue of pricing. By adopting an appropriate pricing policy and by setting prices carefully, a service provider will be able to offer the necessary incentives for each user to choose the service that best matches his⁄her needs, thereby discouraging over-allocation of resources and maximizing revenue and⁄or social welfare. In this article, we survey some of the recent research in the literature dealing with service pricing in multi-service networks. All of the work surveyed here addresses the relationship between prices and traffic management functions such as congestion control, resource provisioning, and call admission control. We summarize proposed pricing policies for the Internet and for ATM networks, as well as some studies of pricing for general QoS-enabled networks.

Identity blocking service from a web advertiser

Abstract: Location-blocking and identity-blocking services that can be commercially offered by a service promoter, e.g., a cellular service provider or a web advertiser. In the identity-blocking service, the service promoter may disclose the current physical location of a mobile subscriber (i.e., a cellular phone operator) to a third party (e.g., a web advertiser) subscribing to the identity-blocking service. However, the service promoter may not send any identity information for the mobile subscriber to the third party. On the other hand, in the location-blocking service, the service promoter may disclose the mobile subscriber's identity information to the third party, but not the current physical location of the mobile subscriber. Blocking of the mobile subscriber's identity or location information may be desirable for privacy reasons, to comply with a government regulation, or to implement a telecommunication service option selected by the mobile subscriber. However, in the case of the mobile subscriber requesting emergency help, the service promoter may not block identity and/or location information. Instead, the service promoter may send all such information to the emergency service provider (e.g., the police or a hospital).

Consumption values and relationships: segmenting the market for frequency programs

Abstract: Because consumers can vary greatly in the nature of their relationship with a service provider, it is reasonable to expect that a wide range of different values may influence consumption behavior. Additionally, consumers’ values composition may predispose them to interpret their relationships with service providers differently and those service providers’ marketing communications. The present study explores the range of values which motivate business consumers’ reactions to service providers, specifically airlines’ frequent flyer programs. As part of this process, consumers are segmented in terms of their values and relationships with airlines in order to better understand the motives and behavior that drive choice of service providers. Based on the results, specific communications strategies are offered for each of the identified segments that address the desired benefits sought by each value segment.

Advance Pricing of Services and Other Implications of Separating Purchase and Consumption

Abstract: It is important to differentiate between the act of purchasing and the act of consuming Understanding this separation provides many implications and areas for future research For example, the separation creates buyer uncertainty about the utility from consumption Consider buying a ticket for a concert in advance Here, buyers may be uncertain about their future state (eg, health, expected conflicts, mood) at the time of the concert This article explores the desirability and implications of this separation and the creation of it (which is often a consequence of the service provider’s selling strategy) The authors show that service providers can improve profits by advance ticketing, perhaps, to the level of first-degree price discrimination (although usually there is no loss in aggregate consumer surplus) These profits are possible despite a service provider’s inability to price discriminate

Paradigm Shifts - E-Business and Business/Systems Integration

Abstract: The last decade or so spawned a host of business and technology innovations. On the business side, we saw business process reengineering, the management philosophies of customer relationship management and supply chain management, virtual organizations, electronic commerce, and business-tobusiness trading exchanges. On the technology side, we saw client-server computing, enterprise resource planning systems, the widespread adoption of Internet protocols, intranets and enterprise information portals, software package support for customer relationship management, supply chain management and other activities related to electronic business, and applications service providers. This tutorial puts put these business and technology innovations into historical context and relates them to one another through the unifying concepts of business integration and systems integration. One theme of the tutorial is the incomplete linkage between business integration and systems integration. Another is the imperfect relationship between the management philosophies of customer relationship management, supply chain management and electronic

System and method for automatically configuring a client device

Abstract: A user of a client device selects a service provider from a plurality of available service providers. The client device then queries the user for the user's information and formats the user's information into a predetermined data structure and format. The client device connects to the service provider and sends the formatted user's information to the service provider. The service provider responsively creates configuration data and provides it to the client device. The configuration data is used to configure a plurality of applications on the client device, allowing the user to establish future communication sessions with the service provider.

Bridging the gap between the science and service of HIV prevention: transferring effective research-based HIV prevention interventions to community AIDS service providers.

Abstract: Objectives. AIDS service organizations (ASOs) rarely have access to the information needed to implement research-based HIV prevention interventions for their clients. We compared the effectiveness of 3 dissemination strategies for transferring HIV prevention models from the research arena to community providers of HIV prevention services. Methods. Interviews were conducted with the directors of 74 ASOs to assess current HIV prevention services. ASOs were randomized to programs that provided (1) technical assistance manuals describing how to implement research-based HIV prevention interventions, (2) manuals plus a staff training workshop on how to conduct the implementation, or (3) manuals, the training workshop, and follow-up telephone consultation calls. Follow-up interviews determined whether the intervention model had been adopted. Results. The dissemination package that provided ASOs with implementation manuals, staff training workshops, and follow-up consultation resulted in more frequent adoption and use of the research-based HIV prevention intervention for gay men, women, and other client populations. Conclusions. Strategies are needed to quickly transfer research-based HIV prevention methods to community providers of HIV prevention services. Active collaboration between researchers and service agencies results in more successful program adoption than distribution of implementation packages alone.

Personalized interactive network architecture

Abstract: A system for personalizing interaction between a user communicating over at least one communication channel and a provider of information/products/services, the user having a communication device for communication over the channel with the provider, the system comprising a channel interface for interfacing with the channel, an information/product/service interface for interfacing with an information/product/service provider; and a knowledge management system coupled to the channel and information/product/service interface, the knowledge management system comprising a knowledge management repository storing information concerning the user, the information obtained from interaction with the user over the channel including current interactions between the user and the knowledge management system, and further storing information concerning a plurality of information/products/services to offer to the user, and a personalization engine for making a decision as to which of the plurality of information/product/services to present to the user over the communication channel based on the stored information in the knowledge management repository.

On-line appointment system with electronic notifications

Abstract: Improved approaches to providing on-line appointments over a network are disclosed The network is, for example, a global computer network such as the Internet One of the improved approaches provides various notifications to requestors pertaining to appointments with individuals or businesses (eg, service providers) In one implementation, the notifications can be provided by electronic mail Another of the improved approaches allows notifications pertaining to requested appointments to be provided to service providers that have not previously registered to receive on-line appointments

Source authentication of download information in a conditional access system

Abstract: A cable television system provides conditional access to services. The cable television system includes a headend from which service “instances”, or programs, are broadcast and a plurality of set top units for receiving the instances and selectively decrypting the instances for display to system subscribers. The service instances are encrypted using public and/or private keys provided by service providers or central authorization agents. Keys used by the set tops for selective decryption may also be public or private in nature, and such keys may be reassigned at different times to provide a cable television system in which piracy concerns are minimized.

Multimedia emergency services

Abstract: A system and method for remotely controlling one or more monitoring devices in a user's household in the event of emergency so as to more productively monitor the emergency situation on a real-time basis. The monitoring devices may include a number of multimedia instruments such as a telephone with an answering machine, a computer with a built-in digital camera, a video recording device, a cellular phone with an integrated digital camera, etc. An emergency service provider may remotely activate the monitoring devices in the user's vicinity upon receiving an emergency help request from the user, and receive the information sent by the monitoring devices to enable the service personnel to plan appropriate response to the emergency at hand. Such an arrangement allows for better monitoring of the user's vicinity in an emergency situation without the need for prolonged user participation in narrating or describing the emergency situation. Further, the emergency service provider may obtain a better picture of the emergency and its impact by controlling appropriate monitoring devices available in the user's vicinity. The remote activation and control of a monitoring device may be accomplished via the Internet.