Showing papers on "Service system published in 1984"

Services Marketing: People, Technology, Strategy

Abstract: I. UNDERSTANDING SERVICE PRODUCTS, CONSUMERS, AND MARKETS. 1. Introduction to Services Marketing. 2. Consumer Behavior and Service Encounters. 3. Positioning Services in Competitive Markets. How We Built a Strong Company in a Weak Industry, Roger Brown. Service Theater: An Analytical Framework for Services Marketing, Stephen J. Grove and Raymond P. Fisk. II. KEY ELEMENTS OF SERVICES MARKETING. 4. Creating the Service Product. 5. Designing the Communications Mix for Services. 6. Pricing and Revenue Management. 7. Distributing Services. The Strategic Levers of Yield Management, Sheryl E. Kimes and Richard B. Chase. Cultivating Service Brand Equity, Leonard L. Berry. III. MANAGING THE SERVICE DELIVERY PROCESS. 8. Designing and Managing Service Processes. 9. Balancing Demand and Capacity. 10. Planning the Service Environment. 11. Managing People for Service Advantage. How to Lead the Customer, Stephan H. Haeckel, Lewis P. Carbone, and Leonard L. Berry. The High Cost of Lost Trust, Tony Simons. IV. IMPLEMENTING SERVICES MARKETING. 12. Managing Relationships and Building Loyalty. 13. Customer Feedback and Service Recovery. 14. Improving Service Quality and Service Productivity. 15. Organizing for Service Leadership. Why Service Stinks, Diane Brady. Where Should the Next Marketing Dollar Go? Roland T. Rust, Katherine N. Lemon, and Valarie A. Zeithaml. Linking Action to Profits in Strategic Decision Making, Marc Epstein and Robert Westbrook. CASES. Sullivan Ford Auto World. Four Customers in Search of Solutions. Commerce Bank. Giordano: International Expansion. Aussie Pooch Mobile. Visiting Nurse Associations of America. Accra Beach Hotel: Block Booking of Capacity during a Peak Period. Coyote Loco: Evaluating Opportunities for Revenue Management. Menton Bank. Vicks Pizza Corporation. Hilton HHonors Worldwide: Loyalty Wars. Massachusetts Audubon Society. Accellion Service Guarantee. Progressive Insurance (A): Pay-As-You-Go Insurance. Progressive Insurance (B): Homeowners Insurance. Progressive Insurance (C): Auto Repair TLContact.com. Index.

Transferring health and family planning service innovations to the public sector: an experiment in organization development in Bangladesh.

Abstract: The International Center for Diarrheal Disease Research Bangladesh has launched a field experiment in 2 rural thanas of Bangladesh to test the transferability of its successful health and family planning experiment in Matlab to the Ministry of Health and Population Control service system. The 1st family planning experiment began in 1975 and concentrated on the household distribution of contraceptives. It was further designed to provide a broad range of contraceptive and immunization services and oral rehydration therapy. Strong management control is vested in the non-medical male supervisory staff. Maternal and child health services were later combined with the family planning project. This extension project has 2 components: an intervention strategy and a research strategy to assess the efficacy of the program. The analysis of the effects of this extension program is achieved through the longitudinal observation of households with a sample registration system. The proposed design follows an organization development strategy in which collaborative diagnostic research is used to foster institutional change. The original Matlab experiment posited that a significant proportion of clients desire to limit or space childbearing but lack contraceptive services for doing so. The experiment demonstrated that there is a set of conditions under which a significant proportion of a rural Bangladeshi population will use contraception and thereby reduce fertility. In transferring the programs to the supervision of the Ministry of Health a number of modes were used: 1) use of a team appraoch especially on household distribution; 2) train more community workers especially females and use teams of both males and females; 3) develop a Tertiary Health Center referral system especially for sterilization; 4) enlarge training of present workers to include better preventive and MCH care; and 5) arrange monthly meetings of union-level workers at the field centers. No change in salary structure or administrative structure was planned.

Treatment resisters or system resisters?: Toward a better service system for acute care recidivists

Abstract: Patients who overutilize acute care services are responding to systemic as well as to individual difficulties. Designing a service system for these patients requires us to rethink our approach to care delivery on many dimensions.

A service system with two stages of waiting and feedback of customers

Abstract: Customers initially enter a service unit via a waiting room. The customers to be served are stored in a service room which is replenished by the transfer of all those in the waiting room at the points in time where the service room becomes empty. At those epochs of transfer, positive random numbers of 'overhead customers' are also added to the service room. Algorithmically tractable expressions for the stationary distributions of queue lengths and waiting times at various embedded random epochs are derived. The discussion generalizes an earlier treatment by Takfics in several directions.

After-Sales Service

Abstract: Marketing success is affected by service in two ways: (1) By winning or losing hardware and software business (2) By being a source of revenue and profit in its own right Here, we highlight those areas where the interaction between marketing and after-sales service is greatest, starting with the demand for service.

Managed file distribution on the universe network

Abstract: The file distribution system on the Universe Network consists of a distributed set of co-operating agents which provide clients with a reliable bulk file collection, transfer and delivery service. The agent systems incorporate specialised techniques for optimizing use of the satellite channel, as well as making available facilities for broadcast file distribution. The distributed system architecture and protocols are described, with emphasis on the separation of control and data transfer. A detailed presentation is given of the way in which agents interact with both hosts and other agents to achieve both reliability and robustness in the face of breaks in host or network availability. A description is given of the special transfer methods used and some of the possible applications for such a system. An indication is given of possible future developments to enable evolution from an experimental to service system.

Call back service system

Abstract: PURPOSE:To improve the effectiveness of service by releasing automatically a call back service when a call back extension while the call back service is set is connected to an extension to be called back by a service other than the call back. CONSTITUTION:Extensions 100-102, semi-fixed memory 200, and a volatile memory 201 are connected to an electronic exchange 300 for private branch. When the extension 100 calls the extension 101 during the call of the extensions 101, 102 and gives a call back service request, this information is stored in the memory 201. When the extensions 101, 102 are connected by other service afterward, the exchange 300 references the contents of the memory 201 and releases the call back service.

Children, Families, and Mental Health Service Organizations: Cultures in Conflict

Abstract: This paper applies the concepts of culture, organizational culture, and culture conflict to a study of relationships between children, their families and a number of mental health and other social service organizations. The culture of a specific children's mental hospital ward is examined and a sample of 12 patients is followed on their course through the service system (pre- and post-hospitalization). A cultural interpretation of current mental health service delivery problems is suggested.

System service provision and client service utilization in public sector, human service organizations.

Abstract: Service provision and client utilization at the catchment area level were studied to provide data relevant to (a) comprehensiveness of care, (b) client behavior with human service organizations, and (c) management and policy in times of fiscal decline and/or scarcity. Four human service organizations and 3529 clients seen over a six-month period were sampled. At the system level, data revealed a 100% duplication rate by the four organizations for nine service categories. At the individual level, 7% (n = 250) of the clients were multiorganization users and of these, only 150 received duplicated services. Implications of these data for comprehensiveness of care, utilization and provision duplication, human service system impetus and future research were discussed. Overcomprehensiveness of service provision may be a problem. At the client level, more research on differences between the multiorganization user who does and does not receive duplicated services is needed.

Cost Benefit and Interest Group Analysis

Abstract: Cost benefit in terms of large scale potentiality will have to cover (1) how health maintenance service can reduce sick people in total population, (2) how new therapeutic procedure can reduce pain of patients, (3) how patient handling service can reduce patient’s time for hospital stay or hospital visit and waiting at an outpatient unit, (4) how an effective management system can perform maximum positive utilization of facility, instrumentation and resources including manpower, finances and information with minimum expenditure and (5) how a new technology transfer service system, which is based on a resource management program by new communication media and group touring health service, can reduce gaps of quality care between the developing and developed countries. In other words, an effective cost benefit program can only be successful under comprehensive strategic planning and program to eliminate diseases from the human society as much as possible specially in those areas that human survival conditions are severely situated.

Controlling system of speech recognition

Abstract: PURPOSE:To improve service and the reliability of voice inputs by preparing several kinds of messages to request the inputs and selecting and outputting a proper message. CONSTITUTION:When a user receives a service in an information service system answering through voices, the user dials to a telephone line corresponding to a necessary input requesting message. When the line is connected, a control part 12 decides the kind of the input request and prepares for the voice input. After completing the preparation, the input request message is outputted. In accordance with the level of a user using an audio response information service, the input requesting messages for beginners and experts are prepared. A beginner can prevent malfunction by listening a careful message and an expert can receive an efficient service.

System problems in creating re-entry support networks for child mental patients

Abstract: The supportive services needed to resettle mental hospitalized children and adolescents in some familial setting, with their peers, in school, and with other service agencies responsible for them are virtually antithetical to the role, authority, and knowledge structure and the service cultures that constitute the present system of services for these patients. Until these impediments are altered to facilitate resettlement, we can hardly expect it to get much assistance from this service system, and the most immediately practical alteration is the imposition of fiscal constraints favoring resettlement efforts and their coordination. The most important alteration, however, is the widespread realization that the present service system is structually and culturally, though not yet self-consciously, opposed to serious coordinated resettlement work.