Showing papers on "Service provider published in 2008"

Fundamentals of service science

Abstract: Service systems are value-co-creation configurations of people, technology, value propositionsconnecting internal and external service systems, and shared information (e.g., language, laws, measures, and methods). Service science is the study of service systems, aiming to create a basis for systematicservice innovation. Service science combines organization and human understanding with business andtechnological understanding to categorize and explain the many types of service systems that exist as wellas how service systems interact and evolve to co-create value. The goal is to apply scientific understandingto advance our ability to design, improve, and scale service systems. To make progress, we think servicedominantlogic provides just the right perspective, vocabulary, and assumptions on which to build a theory ofservice systems, their configurations, and their modes of interaction. Simply put, service-dominant logicmay be the philosophical foundation of service science, and the service system may be its basic theoreticalconstruct.

Appointment scheduling in health care: Challenges and opportunities

Abstract: Appointment scheduling systems are used by primary and specialty care clinics to manage access to service providers, as well as by hospitals to schedule elective surgeries. Many factors affect the performance of appointment systems including arrival and service time variability, patient and provider preferences, available information technology and the experience level of the scheduling staff. In addition, a critical bottleneck lies in the application of Industrial Engineering and Operations Research (IE/OR) techniques. The most common types of health care delivery systems are described in this article with particular attention on the factors that make appointment scheduling challenging. For each environment relevant decisions ranging from a set of rules that guide schedulers to real-time responses to deviations from plans are described. A road map of the state of the art in the design of appointment management systems is provided and future opportunities for novel applications of IE/OR models are identified.

Benefits, barriers, and bridges to effective supply chain management

Abstract: Purpose – The purpose of this article is to provide academics and practitioners a quantitative and qualitative analysis of the benefits, barriers, and bridges to successful collaboration in strategic supply chains. Design/methodology/approach – A triangulation method consisting of a literature review, a cross‐functional mail survey, and 51 in‐depth case analyses was implemented. Senior managers from purchasing, manufacturing, and logistics were targeted in the mail survey. The break down by channel category interviews is as follows: 14 retailers, 13 finished goods assemblers, 12 first‐tier suppliers, three lower‐tier suppliers, and nine service providers. Findings – Customer satisfaction and service is perceived as more enduring than cost savings. All managers recognize technology, information, and measurement systems as major barriers to successful supply chain collaboration. However, the people issues – such as culture, trust, aversion to change, and willingness to collaborate – are more intractable. People are the key bridge to successful collaborative innovation and should therefore not be overlooked as companies invest in supply chain enablers such as technology, information, and measurement systems. Research limitations/implications – The average mail‐survey response rate was relatively low: 23.5 percent. The case study analyses were not consistent in frequency across channel functions. Although the majority of companies interviewed and surveyed were international, all surveys and interviews were managers based in the US. Practical implications – This study provides new insight into understanding the success and hindering factors of supply chain management. The extensive literature review, the cross‐channel analysis, and case studies provide academics and managers a macro picture of the goals, challenges, and strategies for implementing supply chain management. Originality/value – This paper uses triangulation methodology for examining key issues of supply chain management at multiple levels within the supply chain.

Creating trauma-informed systems: Child welfare, education, first responders, health care, juvenile justice.

Abstract: Children and adolescents who are exposed to traumatic events are helped by numerous child-serving agencies, including health, mental health, education, child welfare, first responder, and criminal justice systems to assist them in their recovery. Service providers need to incorporate a trauma-inform

Competitive Pricing for Spectrum Sharing in Cognitive Radio Networks: Dynamic Game, Inefficiency of Nash Equilibrium, and Collusion

Abstract: We address the problem of spectrum pricing in a cognitive radio network where multiple primary service providers compete with each other to offer spectrum access opportunities to the secondary users. By using an equilibrium pricing scheme, each of the primary service providers aims to maximize its profit under quality of service (QoS) constraint for primary users. We formulate this situation as an oligopoly market consisting of a few firms and a consumer. The QoS degradation of the primary services is considered as the cost in offering spectrum access to the secondary users. For the secondary users, we adopt a utility function to obtain the demand function. With a Bertrand game model, we analyze the impacts of several system parameters such as spectrum substitutability and channel quality on the Nash equilibrium (i.e., equilibrium pricing adopted by the primary services). We present distributed algorithms to obtain the solution for this dynamic game. The stability of the proposed dynamic game algorithms in terms of convergence to the Nash equilibrium is studied. However, the Nash equilibrium is not efficient in the sense that the total profit of the primary service providers is not maximized. An optimal solution to gain the highest total profit can be obtained. A collusion can be established among the primary services so that they gain higher profit than that for the Nash equilibrium. However, since one or more of the primary service providers may deviate from the optimal solution, a punishment mechanism may be applied to the deviating primary service provider. A repeated game among primary service providers is formulated to show that the collusion can be maintained if all of the primary service providers are aware of this punishment mechanism, and therefore, properly weight their profits to be obtained in the future.

Payments for environmental services and the poor: concepts and preliminary evidence

Abstract: Based on observations from all three tropical continents, there is good reason to believe that poor service providers can broadly gain access to payment for environmental services (PES) schemes, and generally become better off from that participation, in both income and non-income terms. However, poverty effects need to be analysed in a conceptual framework looking not only at poor service providers, but also at poor service users and non-participants. Effects on service users are positive if environmental goals are achieved, while those on non-participants can be positive or negative. The various participation filters of a PES scheme contain both pro-poor and anti-poor selection biases. Quantitative welfare effects are bound to remain small-scale, compared to national poverty-alleviation goals. Some pro-poor interventions are possible, but increasing regulations excessively could curb PES efficiency and implementation scale, which could eventually harm the poor. Prime focus of PES should thus remain on the environment, not on poverty.

Interworking gateway for mobile nodes

Abstract: Systems and methods are provided that allow inter-working between communication networks for the delivery of service to mobile nodes. A gateway is provided that communicates with a femto cell to extend service to an area that otherwise does not receive coverage from a service provider. The femto cell is a small scale base station used to provide coverage over a small area (such as a home or business), and connect to a home or enterprise network. The femto cell provides service for a mobile node and a gateway permits communication over a broadband network. The gateway integrates the mobile nodes connecting via a femto cell into the service provider's network. The gateway also allows provisioning of services and applications, control of service levels, and provides seamless handoffs to marco base stations and other types of access technologies such as Wi-Fi.

Designing Multi-Interface Service Experiences: The Service Experience Blueprint

Abstract: This article introduces the Service Experience Blueprint (SEB), a multidisciplinary method for designing multi-interface service experiences, and illustrates its application with two case examples ...

Portable video programs

Abstract: A method consistent with certain embodiments provides portable delivery of television programs to a portable wireless device (PWD) involves using the PWD to capture a sample of a program being played by a television; transmitting attributes of the captured sample to a service provider so that the service provider can identify the program being played by the television; and receiving the television program at the PWD from the service provider via a wireless transmission. This abstract is not to be considered limiting, since other embodiments deviate from the features described in this abstract.

Consequences of Forcing Consumers to Use Technology-Based Self-Service

Abstract: Today, traditional full service is increasingly replaced with technology-based self-service (TBSS), sometimes with no other option for service delivery. This study develops a conceptual model to investigate the impact of forcing consumers to use TBSS. The model is tested using an experimental design within railway (ticketing and travel information) contexts. The results show that forced use leads to negative attitudes toward using the TBSS as well as toward the service provider, and it indirectly leads to adverse effects on behavioral intentions. The findings also show that offering interaction with an employee as a fall-back option offsets the negative consequences of forced use, and that previous experience with TBSS (in general) leads to more positive attitudes toward the offered self-service, which can offset the negative effects of forced use to some extent.

Building castles out of mud: practical access pattern privacy and correctness on untrusted storage

Abstract: We introduce a new practical mechanism for remote data storage with efficient access pattern privacy and correctness. A storage client can deploy this mechanism to issue encrypted reads, writes, and inserts to a potentially curious and malicious storage service provider, without revealing information or access patterns. The provider is unable to establish any correlation between successive accesses, or even to distinguish between a read and a write. Moreover, the client is provided with strong correctness assurances for its operations -- illicit provider behavior does not go undetected. We built a first practical system -- orders of magnitude faster than existing implementations -- that can execute over several queries per second on 1Tbyte+ databases with full computational privacy and correctness.

Managing innovation through customer coproduced knowledge in electronic services: An exploratory study

Abstract: Marketing theory and practice both recognize the increasing importance of customer collaboration for service provision and innovation. As part of such customer collaboration, customers of electronic services coproduce knowledge in varying degrees. An evolving phenomenon, knowledge coproduction has yet to receive much research attention; we therefore conduct a qualitative study of the roles customers play in knowledge coproduction and their resultant influence on different innovation tasks from a service provider view. Data from three electronic service interaction channels, involving managers, engineers, and customers; case study findings; and an extensive literature review indicate the importance of knowledge coproduction by customers and its ability to improve different tasks substantially during innovation activities. The results show three different roles of customers in knowledge coproduction and explain comprehensively how each role impacts various innovation tasks.

An empirical study on logistics service providers' intention to adopt green innovations

Abstract: This study examines six factors that will influence the intention to adopt green innovations for logistics service providers. The determinant factors include technological, organizational and environmental dimensions. The data came from the questionnaire survey on logistics companies in Taiwan, and 162 samples were analyzed. According to the survey results, all the factors have positive influences on the intention to adopt green practices. Explicitness and accumulation of green practices, organizational encouragement, quality of human resources, environmental uncertainty and governmental supports exhibit significant influences on the willingness to adopt green practices.

PAD: privacy-area aware, dummy-based location privacy in mobile services

Abstract: Location privacy in mobile services has the potential to become a serious concern for service providers and users. Existing privacy protection techniques that use k-anonymity convert an original query into an anonymous query that contains the locations of multiple users. Such techniques, however, generally fail in offering guaranteed large privacy regions at reasonable query processing costs. In this paper, we propose the PAD approach that is capable of offering privacy-region guarantees. To achieve this, PAD uses so-called dummy locations that are deliberately generated according to either a virtual grid or circle. These cover a user's actual location, and their spatial extents are controlled by the generation algorithms. The PAD approach only requires a lightweight server-side front-end in order for it to be integrated into an existing client/server mobile service system. In addition, query results are organized according to a compact format on the server, which not only reduces communication cost, but also facilitates the result refinement on the client side. An empirical study shows that our proposal is effective in terms of offering location privacy, and efficient in terms of computation and communication costs.

Recommendation generation systems, apparatus, and methods

Abstract: A method for generating recommendations for a user of a mobile device is provided. The user is associated with a service provider. A request for a recommendation is obtained. Data associated with the user and data on the content available to the user is retrieved from the service provider. A list of recommendations is generated based on an analysis of the retrieved user data. The recommendations are generated by a plurality of different recommendation techniques.

Multicultural Meanings of Social Support among Immigrants and Refugees

Abstract: Canada continues to be a prominent immigrant and refugee-receiving country in worldwide migration, resettlement, and search for refuge, yet there is a gap in our understanding of these newcomers’ views of the specific meanings of social support and their support needs and resources. The purpose of this study was to understand the meanings of social support for immigrants and refugees in Canada, and to explore the types and adequacy of formal supports. Individual interviews were conducted with 60 service providers and policymakers initially (Phase 1), and 120 immigrants and refugees (60 Chinese, 60 Somali) in the second phase. The implications of these findings were elicited in group interviews (Phase 3) of policy decision-makers, advocates, service providers, and managers. This investigation revealed many interrelated challenges facing refugees and immigrants such as language difficulties, inadequate information on services, poor health, racism, needs for retraining, rejection of foreign qualifications, unemployment, social isolation, social insecurity, dwindling social networks, and family conflicts. The study also illuminated culturally and socio-economically determined perceptions of social support and support-seeking strategies. Limited personal resources and dwindling social networks are an impediment to coping with integration and settlement challenges. In many cases, newcomers’ efforts to seek help are thwarted by systemic obstacles. Newcomers experienced extensive unmet support needs, which service providers cannot adequately meet due to bureaucratic and resource constraints. Policies in various sectors that affect the lives of immigrants and refugees are inadequate for bridging their support deficiencies. These support gaps hinder the successful settlement and integration of newcomers. Policies and programs fostering culturally relevant support, and inter-sectoral collaboration among organizations addressing the support needs of immigrants and refugees are timely.

Mobile banking innovators and early adopters: How they differ from other online users?

Abstract: The rapid pace of technological development has created opportunities for financial service providers to offer their services via multiple electronic channels. The mobile phone is one of the most promising but so far marginally adopted channel for using financial services by consumers. Earlier literature on innovation adoption argued that those among the first to adopt new innovations possess unique characteristics compared to the majority of consumers. This paper aims to study how mobile banking innovators and early adopters differ from other users of online banking services. An internet survey was conducted among customers of a large Scandinavian bank in Finland yielding 2,675 responses. Logistic regression was used to identify variables differentiating between users of mobile banking and other online banking services. Somewhat contradictory to earlier findings the results indicate that only age (p<0.0005) and gender (p=0.010) differentiate these two groups of customers, while education (p=0.957), income (p=0.624), occupation (p=0.596) and size of the household (p=0.151) were found to be insignificant in differentiating the groups. The results offer service providers better knowledge of the typical mobile banking user thus adding value to their marketing actions in the field of electronic banking.

Instituting the 'third sector' as a governable terrain: partnership, procurement and performance in the UK

Abstract: In this article we argue that governance of the 'dispersed state' is being extended into the quasi-private realm of voluntary and community organisations and their activities. Focusing on public service delivery, we distinguish the formal and operational dimensions of governance, and argue that the goal of partnership carves out a newly governable terrain - the third sector - which is to be organised through the operational governance mechanisms of procurement and performance. The result is the attempted normalisation of VCOs as market-responsive, generic service providers, disembedded from their social and political contexts and denuded of ethical or moral content and purpose. Reprinted by permission of the Policy Press, University of Bristol, School for Advanced Urban Studies