Showing papers on "Service provider published in 2002"

Consumer Trust, Value, and Loyalty in Relational Exchanges:

Abstract: The authors develop a framework for understanding the behaviors and practices of service providers that build or deplete consumer trust and the mechanisms that convert consumer trust into value and loyalty in relational exchanges. The proposed framework (1) uses a multidimensional conceptualization for the trustworthiness construct; (2) incorporates two distinct facets of consumer trust, namely, frontline employees and management policies and practices; and (3) specifies value as a key mediator of the trust–loyalty relationship. The authors test the proposed model using data from two service contexts—retail clothing (N = 264) and nonbusiness airline travel (N = 113). The results support a tripartite view of trustworthiness evaluations along operational competence, operational benevolence, and problem-solving orientation dimensions. Moreover, the authors find evidence of contingent asymmetric relationships between trustworthiness dimensions and consumer trust. For frontline employees, benevolent b...

Executing SQL over encrypted data in the database-service-provider model

Abstract: Rapid advances in networking and Internet technologies have fueled the emergence of the "software as a service" model for enterprise computing. Successful examples of commercially viable software services include rent-a-spreadsheet, electronic mail services, general storage services, disaster protection services. "Database as a Service" model provides users power to create, store, modify, and retrieve data from anywhere in the world, as long as they have access to the Internet. It introduces several challenges, an important issue being data privacy. It is in this context that we specifically address the issue of data privacy.There are two main privacy issues. First, the owner of the data needs to be assured that the data stored on the service-provider site is protected against data thefts from outsiders. Second, data needs to be protected even from the service providers, if the providers themselves cannot be trusted. In this paper, we focus on the second challenge. Specifically, we explore techniques to execute SQL queries over encrypted data. Our strategy is to process as much of the query as possible at the service providers' site, without having to decrypt the data. Decryption and the remainder of the query processing are performed at the client site. The paper explores an algebraic framework to split the query to minimize the computation at the client site. Results of experiments validating our approach are also presented.

Measuring Switching Costs and the Determinants of Customer Retention in Internet-Enabled Businesses: A Study of the Online Brokerage Industry

Abstract: The ability to retain and lock in customers in the face of competition is a major concern for online businesses, especially those that invest heavily in advertising and customer acquisition In this paper, we develop and implement an approach for measuring the magnitudes of switching costs and brand loyalty for online service providers based on the random utility modeling framework We then examine how systems usage, service design, and other firm and individual-level factors affect switching and retention Using data on the online brokerage industry, we find significant variation (as much as a factor of two) in measured switching costs We find that customer demographic characteristics have little effect on switching, but that systems usage measures and systems quality are associated with reduced switching We also find that firm characteristics such as product line breadth and quality reduce switching and may also reduce customer attrition Overall, we conclude that online brokerage firms appear to have different abilities in retaining customers and have considerable control over their switching costs

Providing database as a service

Abstract: We explore a novel paradigm for data management in which a third party service provider hosts "database as a service", providing its customers with seamless mechanisms to create, store, and access their databases at the host site. Such a model alleviates the need for organizations to purchase expensive hardware and software, deal with software upgrades, and hire professionals for administrative and maintenance tasks which are taken over by the service provider. We have developed and deployed a database service on the Internet, called NetDB2, which is in constant use. In a sense, a data management model supported by NetDB2 provides an effective mechanism for organizations to purchase data management as a service, thereby freeing them to concentrate on their core businesses. Among the primary challenges introduced by "database as a service" are the additional overhead of remote access to data, an infrastructure to guarantee data privacy, and user interface design for such a service. These issues are investigated. We identify data privacy as a particularly vital problem and propose alternative solutions based on data encryption. The paper is meant as a challenge for the database community to explore a rich set of research issues that arise in developing such a service.

Client Co-Production in Knowledge-Intensive Business Services:

Abstract: A common characteristic of knowledge-intensive business service (KIBS) firms is that clients routinely play a critical role in co-producing the service solution along with the service provider. This can have a profound effect on both the quality of the service delivered as well as the client's ultimate satisfaction with the knowledge-based service solution. Based on research conducted with an IT consulting firm and work done with other knowledge-intensive business service providers, this article describes clients' key role responsibilities that are essential for effective client co-production in KIBS partnerships. It then presents strategies that service providers can use to manage clients so they perform their roles effectively. By strategically managing client co-production, service providers can improve operational efficiency, develop more optimal solutions, and generate a sustainable competitive advantage.

An Exploratory Investigation of User Involvement in New Service Development

Abstract: Due to major structural changes in the service sector, many service managers are recognizing the need to continually develop new services that are timely and responsive to user needs. Thus, user input and involvement in new service development are an important area of inquiry. Although there has been a resurgence of academic and practitioner interest in new service development, there is a dearth of research on how users are involved in new service development. This study first combines insights from extant literature and exploratory interviews with practitioners to identify four key elements of user involvement, including objectives, stages, intensity, and modes of involvement, and then investigates these four elements in 12 service firms. Based on the findings, the author develops an inventory of activities that needs to be carried out in involving users in a new service development project.

Design and implementation of the idemix anonymous credential system

Abstract: Anonymous credential systems [8, 9, 12, 24] allow anonymous yet authenticated and accountable transactions between users and service providers. As such, they represent a powerful technique for protecting users' privacy when conducting Internet transactions. In this paper, we describe the design and implementation of an anonymous credential system based on the protocols developed by [6]. The system is based on new high-level primitives and interfaces allowing for easy integration into access control systems. The prototype was realized in Java. We demonstrate its use and some deployment issues with the description of an operational demonstration scenario.

Solutions When the Solution is the Problem: Arraying the Disarray in Development

Abstract: The welfare of the poor turns in large measure not only on technocratic development "policies", but the effective delivery of key public services, core elements of which require thousands of face-to-face discretionary transactions ("practices") by service providers. The importance of (often idiosyncratic) "practices" was largely ignored in the 1960s and 70s, however, as planners in developing countries sought to rapidly emulate the service delivery mechanisms of the developed countries, namely standardized (top-down) "programs"managed by a centralized civil service bureaucracy. Although this approach could claim some notable successes in poor countries, it soon became readily apparent that it had failed early and often in virtually all sectors. Three common civil service reforms in the 1980s also yielded disappointing results, so in the 1990s scholars and practitioners began to tout more radical "participatory" (or bottomup) proposals for improving service delivery. These new proposals have generated a series of unusual alliances and antagonisms in contemporary development debates. We attempt to unravel these debates by distinguishing between the original solution and eight current proposals for improving service delivery, on the basis of a principal-agent model of incentives that explores how these various proposals change flows of resources, information, decision-making, delivery mechanisms, and accountability. We briefly assess the arguments made by proponents and detractors of each approach, and suggest some of the implications of this framework for education, research, and those charged with improving service delivery.

Determinants of trust in a service provider: the moderating role of length of relationship

Abstract: Trust is a key factor in the establishment of long‐term relationships between service representatives and their customers. Prior research has documented that both “person‐related” (e.g. empathy, politeness and customer/service representative similarity) and “offer‐related” (customization, competence, reliability and promptness) service representative characteristics have an impact on trust. However, the relative importance of these characteristics, and in some cases the direction of their relationships with trust, has varied across studies. In this paper, we posit a contingency model of trust, suggesting that the effects of the above variables on trust are moderated by length of the customer/service provider relationship. Our model is tested in a business‐to‐business context by means of a mail survey involving 677 small business owners. The small business owners provided data about their relationships with their insurance industry service providers. Our results demonstrate how service representatives and firms can work toward the establishment of trust with their clients under varying market conditions.

Distributed network identity

Abstract: A distributed network identity is provided. An identity provider stores a portion of a user's personal information. A service provider accesses user information from one or more identity providers. System entities such as identity providers and service providers can be linked to enable information sharing and aggregation. User policies and privacy preferences are provided to control how information is shared. A single sign-on architecture is provided where an identity provider is used to facilitate cross-domain authentication and to enhance user convenience. Service delegation features are also provided.

Service excellence in electronic channels

Abstract: Significant research and managerial attention has been devoted to service excellence over the last 20 years. We now need to focus some of that attention on service delivery through electronic channels. Evidence indicates that service is critical to online customers and that it is generally poor. The premise of this article is that we must understand how the customer evaluates electronic service quality as a foundation for improving delivery. This article discusses the definition, conceptualization and measurement of electronic service quality, then offers some ideas for future research.

Internet-based consumer service brand marketing communication system which enables service-providers, retailers, and their respective agents and consumers to carry out service-related functions along the demand side of the retail chain in an integrated manner

Abstract: An Internet-based consumer service marketing, merchandising and education/information system which enables service-providers, retailers and their respective agents, and consumers to carry out service-related functions along the demand side of the retail chain. A central USN/SM/SN/URL RDBMS stores a central database of USN/SM/SN/URL links, wherein the USN represents a Universal Service Number assigned to a particular service offered by a service-provider, the SM represents a Service Mark used in connection with the particular service, the SD is representative of one or more Universal Resource Locators pointing to information resources on the WWW relating to the particular service. A first subsystem enables a service-provider's marketing, brand and/or service managers to create and manage a local database of USN/SM/SN/URL links related to the consumer services of the service-provider being offered for sale in both physical and/or electronic marketplaces, and periodically transport the local database of USN/SM/SN/URL links to the central USN/SM/SN URL RDBMS by electronic data transport techniques. The local database of USN/SM/SN/URL links is managed with a local USN/SM/SN/URL RDBMS, and selected by the service-provider's marketing, brand and/or service managers so as to create a desired brand image for each consumer service of the service-provider. A second subsystem enables consumers to access one or more USN/SM/SN/URL links in the central USN/SM/SN/URL RDBMS, to request and obtain information about a service-provider's consumer service so as to make informed/educated purchases along the demand side of the retail chain. A third subsystem enables service-providers and their advertising and marketing agents to access one or more USN/SM/SN/URL links in the central USN/SM/SN/URL RDBMS, to display consumer service advertisements to consumers, at or near the point of purchase or sale within both physical and/or electronic retail shopping environments so as to project the desired brand image to consumers. A fourth subsystem enables retailers and their marketing and promotional agents to access one or more USN/SM/SN/URL links in the central USN/SM/SN/URL RDBMS, to promote consumer services to consumers, at or near the point of purchase or sale within both physical and/or electronic retail shopping environments so as to promote the sale of such services.

Web service syndication system

Abstract: A syndicator for disseminating Web services and other resources from service and content providers to service consumers and for establishing and implementing subscription agreements specifying the terms upon which digital assets are provided to subscribers. A registration database stores a service description for each of a plurality of different Web services and other resources. Each stored service description contains an input processing specification, an output processing specification, and the specification of the business terms upon which the described service or resource is offered by its provider to subscribers. A subscription manager conducts a negotiation with a prospective subscriber and receives from the subscriber an acceptance of the business terms upon which a specified Web service or resource is offered to establish a subscription agreement. Event tracking records information describing the performance of each service on behalf of each subscriber to perform subscription accounting functions.

The use of third party logistics services by large american manufacturers, the 2001 survey

Abstract: An important component of the logistics strategies of many companies in the United States has been the use of third party logistics (3PL) services. Many large 3PL providers have enlarged their offerings in order to remain competitive. This paper presents a summary of the findings of a survey, conducted in 2001, which was a component of an effort that annually explores the utilization of 3PL services by U.S. Fortune 500 industries. The study offers insight into the user side of 3PL markets.

Automated internet based interactive travel planning and management system

Abstract: An interactive rapid response Internet accessed air travel management system. The system includes a web-based planning and reservation interface system and an interactive access device. The system responds to details of a member's desired travel, to thereafter act in real time to contact the domains of associated travel service providers to arrange for every aspect of the member's trip, from airline and hotel reservations, ticket issuance, and ground transportation, to restaurant and theater reservations, and any other travel related needs of the member. The system stores identification information to verify access device possession to prohibit unauthorized use of the system and to provide security pre-clearance to system members.

System for dynamically invoking remote network services using service descriptions stored in a service registry

Abstract: A dynamic services infrastructure accepts data describing data resources and stores that data in a relational database from which it may be retrieved to handle service requests issued by application programs. The database stores Service Definition data which is initially supplied in the form of XML Service Descriptor documents which are then mapped into the database from which they may be accessed. Each Service Definition includes an input specification which identifies the address of a resource as well as the nature of the input data to be supplied to the resource with the request, and further includes an output specification which describes the nature of the output information which is supplied by the resource in response to the request. The Service Definition further includes information describing the service provider which supplies the resource, test information including fixed input and output values which permit the operability of the resource to be verified, update information which permits the infrastructure to insure that the Service Definition information is kept current, and security information which permits the system to validate users and provide secure encrypted information exchanges. When a client sends a request for services to the infrastructure, obtains the service description for the desired resource from the database, transmits an output information request to the address specified in said the service description, supplying input information meeting the specification contained in said particular service description to said particular resource, and receives and routs output information provided by said particular resource in response to said output information request to the executing application program.

Supply Chain Management: Practices, Concerns, and Performance Issues

Abstract: SUMMARY The advent of information technology and intense global competition has enticed many world-class manufacturers and service providers into adopting an integrated strategic approach to supply chain management. Although many supply chain management efforts have failed to achieve the desired results, it has become a significant strategic tool for firms striving to achieve competitive success. Using a survey of senior supply and materials management professionals in the United States, this study investigates the contemporary practices and concerns of supply chain management. This study also relates the practices and concerns to firms' performance by means of bivariate correlation and multiple linear regression analysis. A general conclusion is that all of the significant supply chain management practices positively impact performance.

Method and apparatus for maintaining security in a push server

Abstract: A secure push server is disclosed. The push server is used for sending notifications to different wireless clients on different wireless networks. The push server allows information service providers to send notifications to the wireless clients. The information service providers initiate a request to the push server that includes updated information. The request also includes a certificate from the information service provider. The push server authenticates the request from the information service provider by verifying the certificate. The push server also determines if the certificate was issued from an acceptable certificate authority by examining an acceptable certificate authority list. Finally, the push server checks the content of the notification to be sure it does not interfere with other information service providers. After performing the security checks, the push server processes the notification request.

Technology‐enabled service delivery: An investigation of reasons affecting customer adoption and rejection

Abstract: The use of technology to enable or facilitate the delivery of services has the potential to benefit customers and service providers alike. Correspondingly, however, the purposes to which technology is put, and the manner in which it is used, also has the potential to disenfranchise customers. Therefore the operational desirability and gains of any employment of technology to facilitate service provision should be balanced against the perceptions and behavioural response of customers. Our research aims to shed light on the reasons why customers adopt or reject technologically facilitated means of service delivery, and to develop a means by which likely adoption or rejection may be predicted. The research we have undertaken to date suggests that adoption or rejection of technologically facilitated services is moderated by the personal capacity and willingness of individuals.

What's in a Service?

Abstract: A proper understanding of the general nature, potential and obligations of electronic services may be achieved by examining existing commercial services in detail. The everyday services that surround us, and the ways in which we engage with them, are the result of social and economic interaction that has taken place over a long period of time. If we attempt to provide electronic services, and do not take this history into account, then we will fail. Any attempt to provide automated electronic services that ignores this history will deny consumers the opportunity to negotiate and refine, over a large range of issues, the specific details of the actual service to be provided. To succeed, we require a rich and accurate means of representing services. An essential ingredient of service representation is capturing the non-functional properties of services. These include the methods of charging and payment, the channels by which the service is requested and provided, constraints on temporal and spatial availability, service quality, security, trust and the rights attached to a service. Not only are comprehensive descriptions essential for useful service discovery, they are also integral to service management, enabling service negotiation, composition, and substitution. This paper builds on an understanding of services and their interactions, to outline the non-functional properties of services and their uses.

Systems and methods for conducting electronic commerce transactions requiring micropayment

Abstract: Systems and methods for conducting electronic commerce using electronic tokens are described. The electronic tokens are issued and maintained by a micropayment service provider (60). Tangible goods, content or services offered by member vendors (55) can be purchased or rented using the electronic tokens. A vendor and a user (50) security means is provided to prevent unauthorized use of the user's account to purchase content, to prevent unauthorized downloading of content from a vendor web site and to prevent unauthorized change of transaction data. Settlement of payments between the micropayment service provider and the vendor is aggregated and may be performed upon reaching pre-determined amount or time thresholds, thus reducing transaction costs.

Method for using computers to facilitate and control the creating of a plurality of functions

Abstract: The present invention is a method and apparatus that allows competing as well as complementing suppliers, vendors, service providers, purveyors, and other types of sellers internal inventory management as well as controlled design and publication of presentations for external near real-time interactive access to buyer-centered presentation, sales, distribution, and confirmation systems as well as other traditional media advertising and outreach. The Automated Media Presentation Generator including a Publication and Placement Control Engine, integrates a Distributed Sales and Inventory Control structure with Processing and Communications Resource Saver, and further provides a Reservation, Access, and Verification System replacing traditional ticket and confirmation methods.

Effects of personal control on adoption of self‐service technology innovations

Abstract: A new literature is emerging around the role of self‐service technologies (SSTs) such as airline ticketing machines, automatic teller machines, and computer‐based shopping services in the strategic offering of service providers. SSTs allow (or force) consumers to help produce their own service encounters via machine interaction rather than by interacting with a firm’s service personnel. Firms which introduce SSTs wish to gain rapid acceptance and usage of these technologies by potential consumers. This study investigates whether the provision of more personal control to consumers can reduce their perceived risk, enhance the perceived value of the SST, and induce greater adoption intention associated with the innovation. Propositions are tested using an experiment. Multiple analysis of covariance and follow‐up tests either fully or partially supported 11 out of 12 hypotheses. A set of managerial implications and recommendations is provided.

Entrepreneurship Training for Emerging SMEs in South Africa

Abstract: This study analyzes the course content, training methods, and profiles of trainers and trainees of SME service providers in the Northern Province, South Africa. The findings include the need for training as well as the existence of certain deficiencies in the present entrepreneurship training. The conclusion emphasized the importance of a comprehensive entrepreneurship-training program for successful small business enterprises. Recommendations that could help sustain emerging small business enterprises are presented to SME stakeholders.

Exploring Service Sabotage The Antecedents, Types and Consequences of Frontline, Deviant, Antiservice Behaviors

Abstract: The attitudes and behaviors of frontline, customer-contact service providers are a significant factor in customers’ perceptions and interpretations of service encounters. To date, research into service quality and customer satisfaction has overlooked evidence that suggests that such employees intentionally act in a variety of deviant, counterproductive ways. The aims of this study are first to explore, describe, and classify such behaviors and second to model the antecedents and consequences of such actions. Existing studies and field interviews are used to forward the notion of “service sabotage”, denoting organizational member behaviors that are intentionally designed negatively to affect service. Data reveal that more than 90% of all informants accept that service sabotage is an everyday occurrence in their organization. A typology of service sabotage behaviors is forwarded and a range of antecedents and consequences proposed. The article concludes with a series of implications.