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Showing papers on "Service system published in 1994"


Book
01 Jan 1994
TL;DR: Focusing on the views of carers as well as service providers, the book looks at caring across a variety of relationships and conditions, including people with mental health problems and learning disabilities.
Abstract: Informal care carers in the service system the carers' experience social services the health sector services in a mixed setting services for people with learning disabilities carers of adults with mental health problems mediating structuring carers in the policy arena.

352 citations


Journal ArticleDOI
TL;DR: In this paper, the future of service management in specific service management terms but also in broader, societal terms, from both a practitioner and a scholarly perspective, is discussed, and a new era of management that will fight the battle for economic survival in the future service society is presented.
Abstract: Deals with the future of service management in specific service management terms but also in broader, societal terms, from both a practitioner and a scholarly perspective. Claims that service management concerns not only what is traditionally known as service organizations, but also constitutes a future paradigm for organizations in general. The goods‐services division in its traditional sense is outdated; it represents a myopic production view, while the service economy is an expression for customer‐oriented and citizen‐oriented, value‐enhancing offering. Although service management has taken a giant step since the late 1970s, we are just beginning to see a new era of management that will fight the battle for economic survival in the future service society.

271 citations


Book
01 Jan 1994
TL;DR: In this article, the authors discuss the role of service in an economy, the nature of services, the service concept and competitive strategy, service strategy and market position, and the service enterprise.
Abstract: Part 1 Services and the economy: the role of service in an economy the nature of services case: village volvo. Part 2 The service concept and competitive strategy: service strategy and market position case: America west airlines strategic role of the information resource case: Mrs. Fields cookies. Part 3 Structuring the service enterprise: the service delivery system case: 100 yen sushi house service facility design and layout cases: HMO's, esquire department store service facility location cases: HMO, athol furniture. Part 4 Managing service operations: the service encounter case: Amy's ice cream ch.8 supplement: work measurement service quality cases: clean sweep, inc., the complaint letter managing capacity and demand cases: river city national bank, gateway international airport managing queues cases: thrifty rent-a-car, eye'll be seeing you. Part 5 Toward world class service: productivity and quality improvement case: Alcove corp. ch.12 Supplement: data envelopment analysis growth and expansion case: federal express forecasting demand for services cases: oak hollow evaluation centre, gnomial functions, in queuing models and capacity planning cases: houston port authority, freedom express, cedar vall community college, pronto pizza linear programming models in services cases: munich delicatessen, sequoia airlines.

250 citations


Book
01 Jul 1994
TL;DR: In this paper, the authors argue that failures in urban service delivery are not merely the result of a lack of technical knowledge on the part of local government staff, but also reflect constraints and perverse incentives confronting local personnel and their political leadership, and that these, in turn, are often the inadvertent result of problems in the relationship between central and local government.
Abstract: This paper reviews efforts to improve the efficiency and responsiveness of urban service delivery in developing countries. It argues that failures in urban service delivery are not merely the result of a lack of technical knowledge on the part of local government staff, but also reflect constraints and perverse incentives confronting local personnel and their political leadership, and that these, in turn, are often the inadvertent result of problems in the relationship between central and local government. In this respect, the report reviews the spread of decentralization as a potentially fortuitous phenomenon.

228 citations


Journal ArticleDOI
TL;DR: This article studied the relationship between perceived price and perceived quality for the three types of services, namely, pure, mixed, and quasi-manufacturing classified by Chase and Tansik, and the relative importance of five dimensions of service quality identified by Parasuraman et al.
Abstract: Studies the relationship between perceived price and perceived quality for the three types of services, namely, pure, mixed, and quasi‐manufacturing classified by Chase and Tansik, and the relative importance of five dimensions of service quality identified by Parasuraman et al. Finds that the relationship between perceived price and the five dimensions of service quality appears to be very weak for pure and quasi‐manufacturing services, but is statistically significant for mixed service. Reliability dimension is statistically significant for all three types of service. Tangible dimension is a critical variable for mixed service while the empathy dimension is important for quasi‐manufacturing service. On the other hand, the relationship between perceived price and overall service‐quality is significant for quasi‐manufacturing service, but is weak for pure and mixed services.

156 citations


Journal ArticleDOI
TL;DR: In this paper, the authors investigated how new retail services are developed in the financial service sector and developed a model that effectively identifies a number of characteristics that distinguish between success and failure.
Abstract: Although the service sector has gained increasing importance in our economy, very little attention has been paid to how firms actually develop new services. Reports on an investigation into how new retail services are developed in the financial service sector. The authors, by comparing successful and unsuccessful new services, have been able to develop a model that effectively identifies a number of characteristics that distinguish between success and failure.

127 citations


Journal ArticleDOI
TL;DR: In this paper, a coping strategy for capacity management is described which aims to improve the overall delivery of service quality while achieving resource productivity targets, and some research results derived from the experience of a range of service organizations indicate a less than satisfactory handling of the coping situation.
Abstract: Matching supply and demand in services by capacity management has a direct influence on the ability of the service delivery system to achieve service quality and resource productivity targets. Examines some propositions for the influences of capacity management on quality and resource productivity and for managing capacity. In addition to the chase and level strategies for managing capacity in services suggested by Sasser a coping strategy for capacity management is described which aims to improve the overall delivery of service quality while achieving resource productivity targets. Coping is necessary for all organizations at some time. Some research results derived from the experience of a range of service organizations indicate a less than satisfactory handling of the coping situation.

125 citations


Patent
Nakagawa Yukinori1
20 Jul 1994
TL;DR: In this article, a credit accounting service manager stores a credit card member number and a subscriber number of a portable telephone as a pair in a database, in response to a call setup request issued from a registered telephone.
Abstract: Data terminal equipments placed in a rental company and a mass retailer are interconnected via a data transfer network over an intelligent network for rendering an accounting service. The intelligent network accommodates a credit accounting service manager and a credit accountant. In response to a subscriber registration request for a credit accounting service issued from a data terminal equipment, the credit accounting service manager stores a credit card member number and a subscriber number of a portable telephone as a pair in a database. In response to a call setup request issued from a registered telephone, the credit accountant retrieves a credit card member number from the database using a subscriber number and produces credit withdrawal information.

93 citations


Journal ArticleDOI
TL;DR: In this paper, the authors investigate the relationship between the core services and peripheral services offered by the firm, the service delivery system used to deliver these services, and related promotional communications with customers, and conclude that augmented service dynamics and managerial recommendations depend on whether objective service quality or customer perceived service quality is being considered.
Abstract: Although the augmented service offering model is a popular descriptive paradigm in marketing, little research has been done to empirically test its relationships with service quality in the service industries. The augmented service offering includes the core services and peripheral services offered by the firm, the service delivery system used to deliver these services, and the related promotional communications with customers. The present research investigates the relationships between these elements of the augmented service offering on one hand, and both measures of actual objective service quality and customerperceived service quality on the other. In general, the results imply the importance of a consumer behavior focus for managing, modeling, or doing research on the augmented service offering. The results also strongly support contingency theory, in that augmented service dynamics and managerial recommendations depend on whether objective service quality or customer-perceived service quality is being considered.

92 citations


Journal ArticleDOI
TL;DR: The aim of this contribution is to review some recent research findings for person-to-person encounters from the neighbouring management fields of services, operations and human resources in order to draw together their strategic implications for service managers.
Abstract: Although the core of most services is a person-to-person encounter, we still know very little about its underlying mechanisms as very few models or theories have been developed for these dynamic interactions between persons. An holistic approach to quality improvement is therefore suggested. Different prototypical person-to-person encounters may be studied on different levels and interfaces in service operations to eliminate inconsistencies. The aim of this contribution is to review some recent research findings for person-to-person encounters from the neighbouring management fields of services, operations and human resources in order to draw together their strategic implications for service managers. Some ontological and methodological considerations of studying person-to-person encounters from a qualitative perspective are discussed. The outline of a multi-disciplinary and learning-centred research approach is also suggested. Findings are integrated by a model of four generic and strategic processes for...

91 citations


Patent
07 Sep 1994
TL;DR: In this paper, a high-speed information service system is provided which uses a unique identifier received during call setup to retrieve automatically a personalized profile for an information service subscriber, thereby allowing the information retrieval process to begin immediately after the call is setup.
Abstract: A high-speed information service system is provided which uses a unique identifier received during call setup to retrieve automatically a personalized profile for an information service subscriber. The identifier uniquely identifies the subscriber, thereby allowing the information retrieval process to begin immediately after the call is setup. The system utilizes Integrated Services Digital Networks (ISDN) signaling and temporary, "out-of-band" signaling to improve information retrieval capability. ISDN signaling permits electronic addressing of information requested by the subscriber, thereby eliminating the delays which accompany DTMF signal processing. Communications between an information service provider and an individual information source are conducted using out-of-band signaling. That is, call setup and information request are processed using a channel other than the channel which carries data between the information service provider, the information source and the subscriber.

Journal ArticleDOI
TL;DR: In this paper, a strategic typology of services (generic, specialized and customized services) is presented as tools for strategic thinking, and the strategic types of services are developed in the process of differentiating a service from its competitors and focusing it on the particular market segment(s).
Abstract: Introduces a strategic typology of services (generic, specialized and customized services). Discusses their implications for international marketing strategies. Presented as tools for strategic thinking, the strategic types of services are developed in the process of differentiating a service from its competitors and focusing it on the particular market segment(s). The typology is not mutually exclusive but can be used to combine elements in order to achieve a differential advantage in service competition. Discusses the core competences of a service firm and the choices in international marketing strategies in the case of each type of service.

Journal ArticleDOI
TL;DR: In this paper, a cross-cultural investigation explored the use of cultural valued in segmenting the international tourism market, so as to provide insights into the effective export of services and the influences of cultural values on quality expectations.
Abstract: In this decade, the predominant research areas in service marketing have been service quality and export of services. With the generic characteristics of intangibility, inseparability, heterogeneity and perishability, the important of service quality as a strategic factor has been well documented. The advent of the SERVQUAL inventory enabled both marketing scholars and practitioners to resolve some issues on the measurement of service quality. This study investigated touristsAE expectations on the quality of organized tour service and the influences of cultural values on quality expectations. The cross-cultural investigation explored the use of cultural valued in segmenting the international tourism market, so as to provide insights into the effective export of services.

Journal ArticleDOI
TL;DR: The statistical process control (SPC) is used to monitor production processes in order to prevent the production of waste and improve the quality of future output as discussed by the authors. The emphasis is on the prevention of problems before they occur instead of simply revealing and correcting past mistakes.
Abstract: The techniques of statistical process control (SPC) are designed to monitor production processes in order to prevent the production of waste and improve the quality of future output. The emphasis is on the prevention of problems before they occur instead of simply revealing and correcting past mistakes. SPC is now increasingly used for service processes as well as the manufacturing processes for which it was originally developed. This raises the question of whether the same benefits can be achieved, and whether the techniques need to be refined in any way, if they are to be equally useful in the service arena. Looks at a number of examples of the application of SPC techniques to service processes. Argues that there are features of many service processes which have implications for the way SPC should be applied. Proposes a set of guidelines for systems for the statistical monitoring of service processes. Argues that standard SPC techniques can yield substantial benefits for service processes, provided that...

Journal ArticleDOI
TL;DR: In this paper, the authors highlighted the need for service firms to locate close to their customers and when they are free to locate according to other criteria, such as mutual knowledge and trust.
Abstract: When do service firms—especially producers of information services - need to locate close to their customers, and when are they free to locate according to other criteria? This question is highlighted by data on interregional trade in services, by questionnaire studies of sales and purchases of services, and by interview studies on the need for proximity to customers and on the consequences for the location of computer services and technological advice. Three types of services are distinguished: (1) Back offices transmit their services via telecommunications and can locate independently of their customers (low rents and wages then are important) (2) Unsophisticated, customized service firms offer frequently used services and must locate close to their customers, both for cost reasons and because mutual knowledge and trust are decisive (3) Highly specialized service firms may locate independently of their customers, because the high value of their services justify any travelling costs connected with meetings (the recruitment of qualified staff then is important).

Journal ArticleDOI
TL;DR: In this paper, a cross-sectional study of more than 100 small, medium and large service organizations shows how this is being achieved, in part, through technology improvements in the service delivery system.
Abstract: As field service and logistics support evolves to become a major contributor to high-tech corporation strategy and profitability, it is increasingly important to optimise field service efficiency, productivity, quality, and effectiveness. This article, based on cross-sectional studies of more than 100 small, medium and large service organisations, shows how this is being achieved, in part, through technology improvements in the service delivery system. Approaches and techniques based on technological advances in call handling and dispatch, artificial intelligence and diagnostic technology, and service parts logistical support are discussed. In all, these advances contribute immeasurably to improvement of the customer identification, problem resolution and the service support process.

Patent
07 Sep 1994
TL;DR: In this article, a high-speed information service system is provided which uses Primary Rate Interface (PRI) Integrated Services Digital Networks (ISDN) signaling and temporary, "out-of-band" signaling to improve information retrieval capability.
Abstract: A high-speed information service system is provided which uses Primary Rate Interface (PRI) Integrated Services Digital Networks (ISDN) signaling and temporary, "out-of-band" signaling to improve information retrieval capability. ISDN signaling permits electronic addressing of information requested by the subscriber, thereby eliminating the delays which accompany DTMF signal processing. Communications between an information service provider and an individual information source are conducted using out-of-band signaling. That is, call setup and information request are processed using a channel other than the channel which carries data between the information service provider, the information source and the subscriber.

Journal ArticleDOI
TL;DR: In this paper, the authors describe an investigation of relationships between customers' perception of service quality and the importance which customers attach to elements of the service package, and assess the influence of each of these attributes on quality perceptions.
Abstract: Describes an investigation, in different types of services, of relationships between customers’ perception of service quality, and the importance which customers attach to elements of the service package. The scale for measuring service quality, SERVQUAL, which was discussed in Part 2 of this series, was used to assess both the quality and the importance of each of the dimensions: tangibles, reliability, responsiveness, assurance and empathy. The attributes of service operations (labour intensity, contact, interaction, customization, service recipient and nature of the service), which were defined in Part 1 of this series, were used to classify the sample. The influence of each of these attributes on quality perceptions was also assessed. The investigation was designed to answer two broad questions: the first about the differences in consumers’ quality perceptions between services, and the second dealing with the different relative importance which dimensions of services have in formulation of consumers’ perceptions of service quality. The survey analyses support a number of conclusions. Many corroborate the concepts and principles raised in earlier work and which were discussed earlier in this series. Some other tentative conclusions, which have not been expressly stated in other work, provide potential areas for further study and for possible verification.

Patent
22 Dec 1994
TL;DR: In this paper, video signals for VOD service requested by a plurality of subscribers are selected, taken out, frequency multiplexed within the VOD band, and converted into optical signals by an optical modulator.
Abstract: Video signals for broadcasting service with a plurality of channels are frequency-multiplexed into a predetermined broadcasting band, and converted into optical signals by an optical transmitter. At the same time, video signals for VOD service requested by a plurality of subscribers are selected, taken out, frequency-multiplexed within the VOD band, and converted into optical signals by an optical modulator. These two types of optical signals are transmitted to subscribers through the optical network. In each subscriber's household, either broadcasting signals or video signals for VOD service are reproduced and desired programs are selected in the tuners.

Journal ArticleDOI
TL;DR: In this paper, the impact of primary-preventive and targeted preventive interventions on service need and use of more intensive and costly services, factors associated with early identification of mental health problems, and the effectiveness of early intervention and treatment services, are discussed.
Abstract: Critically analyzing the school-based services literature yields considerable information about service need and use, the predominant types of school-based mental health services, and the strengths and weaknesses of implementing Public Law 94-142. The next stage of school-based services research can contribute significantly to improving the service system by investigating (a) the impact of primary-preventive and targeted preventive interventions on service need and use of more intensive and costly services, (b) factors associated with early identification of mental health problems, (c) investigating the effectiveness of early intervention and treatment services, and (d) the effectiveness of special education system reforms that identify and serve special education children with mental health problems. Methodological strategies for building the next stage of school-based services research are discussed.

Journal Article
TL;DR: In this article, the use of fuzzy set theory, particularly linguistic fuzzy set models, as a technique for evaluating transportation level-of-service (LOS) evaluation is explored, and an approach for evaluating airport passenger services using linguistic variables and fuzzy sets is presented.
Abstract: The literature on transportation level-of-service (LOS) evaluation indicates a strong impetus to move away from a strictly capacity/volume- or time/space-based measure to one that directly incorporates the perception of passengers. The difficulty has been that whereas such quantitative measures are reasonably simple to measure, other LOS attributes related to convenience and comfort are qualitative in nature. Such attributes obviously are better expressed in qualitative terms. A review of the literature indicates that suggested methodologies fail to incorporate directly passengers' service perceptions, as expressed in natural language. The use of fuzzy set theory, particularly linguistic fuzzy set models, as a technique for evaluating transportation LOSs is explored. An approach for evaluating airport passenger services using linguistic variables and fuzzy sets is presented. LOS is conceptualized as a hierarchical service system with subcomponents. An example of the model applied to an evaluation of airport terminal services is presented.

Patent
07 Sep 1994
TL;DR: In this paper, an electronic automotive vehicle service equipment system includes a computer interface board adapted for installation into a non-dedicated, general purpose computer to serve as the central processor for the automotive service system, or as a component of multiple systems.
Abstract: An electronic automotive vehicle service equipment system includes a computer interface board adapted for installation into a non-dedicated, general purpose computer to serve as the central processor for the automotive service system, or as a component of multiple systems, while enabling the computer to also be available for other applications. The interface board provides microprocessors for controlling various data receiving and transmitting functions through multiple ports between the computer instruments integral to the vehicle service system.

Journal ArticleDOI
TL;DR: In this article, the authors used survey returns from 926 service operations of all types from five states of the American Midwest to provide insight on what drives their location choices, and found no substantial distinctions to be evident in the location decision making of the different types of firms.
Abstract: Using survey returns from 926 service operations of all types from five states of the American Midwest, provides insight on what drives their location choices. The location decision is considered a two‐stage process: a general area decision followed by a particular site decision. No matter how the “general area” is defined (more locally‐oriented versus more regionally‐oriented), the most important influences are good infrastructure, proximity to customers, and the ability to attract qualified labour. The rank orders of influences are much the same for both locally‐ and regionally‐oriented firms. Identifies three different partitions of the sample in order to capture any local versus regional distinctions, but finds no substantial distinctions to be evident in the location decision making of the different types of firms. When considering a “particular site”, the most important influences are parking, an attractive building, an attractive cost or rent, and the ability to meet specialized space needs. Differ...

Journal ArticleDOI
TL;DR: The field test supported the feasibility of performing LONCA tasks and the resulting scheme for clustering consumers appeared to have face validity and was modestly associated with at least 3 independent indicators of resource need.
Abstract: A team of service system planners in King County, Washington, field-tested the feasibility of the LONCA (level of need-care assessment) method as a strategy to match resources to consumer level of need. LONCA links resources to need by first measuring the incidence and intensity of consumer needs in specific functioning domains. It then preliminarily specifies the type and intensity of services required to minimally but appropriately address specific consumer needs, calculates service costs, and identifies clusters of consumers with similar need and cost profiles. The field test supported the feasibility of performing LONCA tasks. The resulting scheme for clustering consumers appeared to have face validity and was modestly associated with at least 3 independent indicators of resource need: program status, residential status, and hospitalizations. Despite its limitations, the article supports further development of LONCA for use as a resource allocation tool for local service systems.



Journal ArticleDOI
TL;DR: The recent history of research on the service delivery system for children and adolescents who have serious emotional disabilities and their families is summarized in this paper, with an overview of the changes in the response by the children's mental health system to this population, with an emphasis on developments in service delivery systems and service demonstration research and evaluation efforts.
Abstract: The recent history of research on the service delivery system for children and adolescents who have serious emotional disabilities and their families is summarized. The article provides an overview of the changes in the response by the children's mental health system to this population, with an emphasis on developments in service delivery system and service demonstration research and evaluation efforts. The role of research is examined in terms of its critical importance in improving the system of care for these children and their families.

Proceedings ArticleDOI
31 Aug 1994
TL;DR: From the viewpoint of traffic control using an automatic control system, this paper deals with four categories: the optimum control of the signal controlSystem, the traffic information service system, the advanced traffic control system supported by a traffic data acquisition system, and the goal of UTMS.
Abstract: Universal traffic management system (UTMS) is a new and comprehensive project that includes an integrated traffic control system, advanced mobile information system, mobile operation control system, dynamic route guidance system, public transportation priority system and environment protection management system. The National Police Agency, Japan (NPA), which governs the Japanese traffic management, has been promoting to introduce an advanced traffic management system called UTMS. UTMS is based on a broader concept like the IVHS in the United States and the DRIVE in Europe. From the viewpoint of traffic control using an automatic control system, this paper deals with four categories: the optimum control of the signal control system, the traffic information service system, the advanced traffic control system supported by a traffic data acquisition system, and the goal of UTMS. >

Journal ArticleDOI
TL;DR: In this article, a dynamic cost model is developed which describes the evolution of demand for a service from its beginning transient phase to its long-term equilibrium, including parameters which relate to word-of-mouth advertising.