Showing papers on "Service system published in 1996"

Prepaid long-distance telephone service system with flexible operating parameters

Abstract: A long-distance telephone service system provides for accounting and flexible, customizable control of long-distance telephone usage by customers, especially prepaid long-distance service customers. The system maintains a set of global operating parameters associated with each access number. It further maintains a database of user accounts or card numbers, and a set of card processing parameters associated with each card number. Both the global parameters and the individual card processing parameters are applied in completing a long-distance call to a destination number so as to provide highly flexible control over individual accounts as well as groups of accounts. Establishment of new accounts, and "recharging" the prepaid balance of existing accounts is accomplished automatically from remote locations.

The Service Economy: A Geographical Approach

Abstract: WHAT IS IT ALL ABOUT? The Nature and Role of Services. Classification of Service Activities. THE DEVELOPMENT OF SERVICES. Development of Household Services. Productivity and Effectiveness. Development of Producer Services. Qualifications and Conditions of Work. LOCATION OF SERVICES AND REGIONAL DEVELOPMENT. Inter--Urban Distribution of Service Activities. Factors of Inter--Urban Location. The Role of Services in Regional Development. Services Within Cities. SERVICES IN THE ECONOMICALLY DEVELOPED WORLD. International Variation. International Trade in Services. CONCLUSIONS. The Service Society. Important Conclusions and Further Questions. Appendix. Case Studies. Bibliography. Index.

A distributed interactive multimedia service system

Abstract: In a distributed interactive multimedia service system, a client application (11) of a set-top box located at a customer premises generates an attach request (410) . A session manager (205), in response to receiving the attach request via a network, generates an allocation request (440) and a create request (450). A resource manager (210), in response to the allocation request, allocates resources of a plurality of multimedia servers. The resources can include processor, memory, disk, and network resources. A media stream manager (207), in response to the create request, creates a multimedia stream. The session manager, in response to the resources being allocated, and the multimedia stream being created, launches a selected one of a plurality of multimedia services in the plurality of multimedia servers. The selected service provides multimedia information to the set-top box via the multimedia stream. The system includes a memory storing the plurality of multimedia services in a hierarchical tree structure having nodes representing composite and elemental services.

Service recovery: its value and limitations as a retail strategy

Abstract: Contributes to a growing body of service recovery knowledge by examining the impact of service recovery as a relationship tool, in addition to its well‐accepted role as a means to enhance customer satisfaction at the transaction‐specific level. Begins by providing an overview of the evolving concept of service recovery and continues by explaining the important and unique role that recovery plays in the service sector. A comparison of the concept of service consistency and reliability with the concept of service recovery leads to a statement of hypotheses tested in an experimental setting. Specifically, results indicate that while service recovery results in encounter satisfaction, service recovery does not significantly influence overall satisfaction, quality, image and future expectations. Rather, consistency of service influences these constructs.

Relationship Marketing: the Importance of Customer-Perceived Service Quality in Retail Banking

Abstract: During the last couple of years relationship marketing has been introduced within services marketing since more efficient, profitable and long-term marketing can be achieved by focusing on present customers instead of concentrating on attracting new ones. Retail banks have in this respect had a unique position as they have a well-developed system of local offices that enable them to be close to and to establish relationships to their customers. A prerequisite for a bank that wants to establish long-term customer relationships is satisfied customers who want to remain customers. In other words, the service quality as perceived by the customers must at least meet their expectations. Otherwise there is a possibility that a dissatisfied customer starts searching for another bank offering similar services, resulting in a break in the relationship with the bank, with which he was dissatisfied.

Factors affecting information systems’ success

Abstract: States that there is continuing difficulty in achieving success with information systems, particularly in the sense of meeting users’ expectations and offers a fresh examination of those attributes of information systems by which users perceive success and failure, and through which they establish their expectations. Reviews existing research literature and suggests that, in addition to the process and product viewpoint, an important factor in achieving success is the service management perspective. Applies repertory grid techniques to uncover a total of 43 constructs which relate to users’ perceptions of success with information systems in business. Reduces these to 21 attributes which provide the basis of a new assessment and measurement framework, incorporating and augmenting the attributes found in previous work in this area. Illustrates the practical use of these attributes using two case studies: an information service provider and a hospital equipment supplier.

Oral participation in retail service delivery: a comparison of the roles of contact personnel and customers

Abstract: Explores observable oral participation (OOP) of customers at the front stage of the service delivery system within a retail store setting. Spoken interactions between a customer and a sales assistant are denoted as OOP1, and those between one customer and another as OOP2. The respective front stage roles of customers and sales assistants are examined through an analysis of the content of OOP1 and OOP2 as described by a large sample of customers of a particular store. A process and structure of classification of OOP1 and OOP2 interactions is described and proposed. Results show that, while overall patterns of OOP1 and OOP2 activities are significantly different, the proportion of products‐related interactions for each is very similar. OOP2 interactions were predominantly positive and there is evidence that, for some customers, product‐related conversations with other customers replace or reinforce those with sales assistants. Discusses the actual roles enacted by persons at the front stage in the context of the management of the service encounter.

Air Network Design for Express Shipment Service

Abstract: Express shipment service requires that shipments be picked up and delivered within specified time intervals e.g., 24 hours, 48 hours or 3-5 days. In this paper, we describe the express shipment service design problem faced by a carrier and present a model and column generation approach for its solution. Our approach can find near optimal air service designs for a fixed aircraft fleet or for a fleet of unspecified size and make-up. In the latter case, the service design, fleet size and fleet composition are determined simultaneously. We have implemented our solution procedure, and a large carrier is using it to plan their air service operations and to evaluate various operating scenarios. The results indicate that service designs are generated that allow for improved service with a reduction in annual operating costs measuring in the millions of dollars.

Quality perceptions in the financial services sector

Abstract: Argues that one theme that has emerged consistently in the recent services marketing literature is the importance of frontline employees in service delivery The internal marketing concept is based on the belief that a firm’s internal market/employees can be motivated to strive for customer‐consciousness, market orientation and sales‐mindedness through the application of accepted external marketing approaches and principles Considers in this study that these objectives could be achieved by marketing, among others, the service firm’s goals, objectives and values to frontline employees A causal model was constructed which included organizational commitment (as an intervening variable), frontline employees’ own perceptions of the service quality they deliver, and the service quality their supervisors believe they deliver as endogenous latent variables The model was empirically evaluated with data from frontline employees in the banking and insurance industries

Strategies for globalizing service operations

Abstract: International trade in services is growing rapidly despite many barriers to trade. Consumer services are being established world wide and increasingly business services are becoming globalized in much the same way that manufacturing is outsourcing overseas. The manager of a service organization can no longer ignore international competition in services, especially the globalization of back‐room operations. Service managers need a framework in which to develop a global service strategy. Addresses two questions which managers face when developing a global service strategy: what are the factors that we can use to classify services in terms of their potential for moving globally; and how do these factors translate into strategies for the globalization of specific services? The most common dimensions for classifying service operations include consumer involvement and customization, complexity of inputs and outputs, and labour intensity. Examines five generic strategies: multi‐country expansion; importing customers; following your customers; service unbundling; and beating the clock.

A system and method for providing portable telephone number service

Abstract: In an Advanced Intelligent Telephone Network system, switching points are programmed to trigger a query to a Service Control Point ('SCP') in response to a dialed '500' number. The SCP performs a data request of an outside database store service provider information, obtaining a service provider identification or a routing number corresponding to the dialed '500' number. The SCP then transmits a switching instruction to the service system point to route the call to the appropriate destination number.

Communication service system employing translation rules for communicating data in different languages along a network

Abstract: A multi-language compatible service offering/receiving system. A service server and a service client are connected to a translation rule managing server is connected for managing translation rules for translating information expressing forms by way of an intermediate expression form. Upon sending of information from the service server to the service client, the service server translates a specific language contained in the data to be sent out into a language of the intermediate expression by referencing the translation rules. The service client translates the intermediate expression into specific expression by using the translation rules for displaying the data resulting from the translation. When the translation rules are unavailable in the service server and the service client, the translation rule is acquired from the translation rule managing server.

Remote service system for image forming apparatuses

Abstract: In a service system, a plurality of image forming apparatuses and a control unit for remote-controlling them are connected by a communication line. A plurality of terminal units are located at respective service stations and also connected to the control unit. The image forming apparatuses each sends, when an event indicative of or predictive of an error occurs therein, information representative of the event to the control unit. The control unit received the information analyzes it and then selectively sends information relating to maintenance or repair to the image forming apparatuses to the terminal units. The control unit has a store for sequentially storing the information received from the image forming apparatuses, an analyzer for analyzing the information stored in the store, a predictor for predicting, based on the result of analysis of the analyzer, the occurrence of an error and whether or not a serviceman's visit is necessary, and a transmitter for transmitting the result of prediction of the predictor to the service station in charge of the image forming apparatus in which an error has occurred or which needs a serviceman's visit.

Rethinking Student Services: Assessing and Improving Service Quality

Abstract: Recruitment and retention of students are critical challenges facing university administrators. Similar problems related to attracting and retaining customers plague other service industries as well. While the benefits of enhanced service quality have helped many service industries address recruitment and retention problems, limited attention has been given to exploring opportunities provided by the service quality concept within the educational field. This manuscript describes a methodology which may be used to identify service quality improvement opportunities within an educational environment. Results of an investigation of the quality of services provided by four student enrollment services administrative subunits are presented. Specific changes relevant to improving the service delivery system are identified and implementation issues critical to successful management of needed transitions are discussed.

Assessing Service Quality within the Educational Environment

Abstract: Introduction To measure the quality of services on a university campus is one thing; to measure the quality of manufactured goods is another matter. Fitzgerald (1988) takes this further and says that "a service ... cannot be objectively measured." Such frustration stems from the difference between services and goods. For example, educational services are intangible and cannot be packaged, displayed or inspected fully by prospective students. Services also have a perishability problem because they cannot be stored for future delivery: when students cut class, the professor's time is wasted. Unlike goods, services are difficult to separate from their provider: an academic course is as fascinating or as boring as the professor. There is also a lot of variability in services. For example, the mood of the professor could impinge on his or her tolerance for chatting in class. Services are difficult to standardize. Unlike manufactured goods, services are not as susceptible to strict quality control (Evans and Berman 1990). In spite of such difficulties, institutions of higher education should measure their service quality in order to function efficiently and effectively in a highly competitive environment. Service is a feature which differentiates many universities. The services package is essential to attract prospects and to bolster the satisfaction of current students. Unsatisfied students may transfer to other institutions and impart negative comments. Therefore, universities must generate a strategy that addresses student needs. An institution that delivers better quality education against the tuition it charges is more likely to acquire a competitive advantage (Barrett and Greene 1994). Zeithaml (1981) stresses the importance of measuring the students' perception because they usually participate in producing the service, thereby affecting the performance and quality of the final service. Since there is no concrete dimension to service quality, students may uphold nonexistent expectations. Therefore, expectations and perceptions must be measured for identification purposes. Such measurements may expose a gap of expected versus perceived quality Webster (1989) believes that measuring service quality is a prerequisite for devising action plans. Dodds and Monroe's (1985) model shows that consumers relate their own experience, memory, and beliefs to perceived quality, value and price. This illustrates the need for universities to measure how students perceive and relate services to their needs. Such a measurement is necessary despite complications due to divergent evaluation processes involved in the information search, the size and composition of the evoked set of alternatives, the perceived risk, and the adoption and attainment of loyalty (Zeithaml, 1988). What a measurement system should seek, among other things, is to reduce such complications into a workable model. Models There are a number of models which seek to measure service within an academic setting (Barrett and Greene 1994, Cadotte et al. 1983). However, these models tend to handle one encounter at a time. Such models are unrealistic to the extent that colleges tend to deliver several services simultaneously. Berry et al. (1988a, 1988b) went a step further and developed a gap analysis model which takes several service dimensions into account. In effect, their model provides an objective measurement of service quality by analyzing what consumers expect against what they perceive about current services. "In the service quality literature, expectations are viewed as desires or wants of consumers, i.e., what they feel a service provider should offer rather than would offer" (1988a, p. 17). To assess service quality, Parasuraman et al. (1985) use ten overlapping dimensions: responsiveness, reliability, tangibles, communication, competence, access, credibility, courtesy, understanding/knowing the customer, and security. …

Why variation reduction is not everything: a new paradigm for service operations

Abstract: Highlights that one service industry in the USA ‐ health care ‐ has accepted high inherent rates of variation into its process designs. Notes that, increasingly, health care industry leaders recognize that elimination of unnecessary variation is a necessary, but not a sufficient, condition for producing quality professional services at reasonable costs. Using the innovation model of Boynton et al. (1993), identifies continuous improvement, rather than mass production, as the key step in the rationalization of what has been a craft industry and the ultimate objective of delivering health care in a mass customization mode. Claims, however, that it is not sufficient, because high levels of inherent variation will continue to exist and must be managed, even in the best of all possible worlds. Reviews the health care experience (in the context of that model) to suggest how service operations managers and researchers should conceptualize variation, and then discusses what that conceptualization of variation implies about how operations management should treat variation in its modelling and decision making.

The importance of service quality determinants in advertising a professional service: an exploratory study

Abstract: Although the task of delivering consistent service quality to consumers by service professionals has been studied widely, little research has focussed on service quality cues in professional services advertising Examines the relationship between the encoding of core service quality dimensions in a professional service’s advertisement and consumers’ perceptions of risk, service provider expertise and purchase intentions Finds that: all five service quality dimensions decreased consumers’ perceptions of purchase risk; tangible, reliability, assurance and empathy cues in a professional service advertisement increased consumers’ perceived expertise of the professional service; both perceived expertise and perceived risk had a direct impact on purchase intentions Discusses the relationships and the managerial implications of these ties to a professional service advertiser

Wrapping services in an urban setting

Abstract: Efforts to reform services for children and their families in Baltimore City have included providing Wraparound services to youth returned or diverted from out-of-state residential treatment. We briefly present the history and evolution of the system reform efforts in Baltimore City that were necessary to support the implementation of a Wraparound model of service delivery. The characteristics of the Wraparound service model is presented along with the referral pathway of the youth into the service system, the components of the service delivery system and an overview of step-down services and linkages utilized to transition the youth. Data are presented that demonstrate the level of community adjustment of a subset of the 121 youth served through the Wraparound model in contrast to the level of community adjustment achieved by nonequivalent comparison groups. We discuss the use of “report card” type of outcome measures, its user-friendly features, limitations, and the developmental steps needed to refine it further.

Interactive system for a closed cable network including an internet gateway and linked services

Abstract: A system is provided that enhances the interactivity of multimedia information in a closed cable network such as a hotel system or the like. The system includes a multimedia processing system (102), a telephone switching system (108), a video control system (104), a service operations platform (107), and a plurality of interactive devices (110, 112, 114, 117, 119, 121, 123, 125). The system has the advantage of providing compression and/or transmission algorithms to maximize enhancement of the multimedia information. The system allows for enhanced interactivity within a closed cable network system with minimum modification to the existing network.

A Constraint-Oriented Service Creation Environment

Abstract: The challenge of this joint project was to design and implement an environment for the creation of advanced telephone services (Intelligent Network Services) on the basis of a library of basic service components going beyond standard 'clipboard-architectures' with some testing support. The novelty of our approach consists of introducing a declarative speci cation layer, which is used for the construction of the desired services according to global constraints guaranteeing executability and other consistency conditions. These constraints are the basis for an on-line veri cation via model checking during the interactive service design process. Important for the success of the method is the high performance and the availability of diagnostic information in the case of failure: Several hundred constraints must be checked in real-time, and the diagnostic information must re ect the responsible constraint violation as concisely as possible, while preserving as much of the structure of the developed service as possible. The corresponding product was presented by Siemens Nixdorf at the Telecom'95 in Geneva and will reach the market this year. Universitat Passau, Innstr. 33, D-94032 Passau (Germany), tel: +49 851 509.3090, fax: +49 851 509.3092, fsteffen,tiziana,classen,v.braung@fmi.uni-passau.de . Siemens Nixdorf Informationssysteme AG, Otto-Hahn-Ring 6, D-81739 Munich (Germany), tel: +49 89 636.42393, fax: +49 89 636.48976, rei@rust.mch.sni.de .

Organizational network analysis as a tool for program evaluation.

Abstract: Health program evaluation is generally focused on an examination of individual program characteristics and accomplishments, yet many programs are part of a broader service system. Evaluation of the role a program plays in that system is an important evaluation question to address. A network analysis of program referral patterns was used to evaluate Connecticuts Healthy Start program. Network analysis showed that Healthy Start played a "broker" role in 4 case study communities, sending and receiving referrals of pregnant women to a higher than average number of other programs. Further, in the urban area case study, competing market players providing services to pregnant women resulted in subsets of services with dense referral patterns within the subsets, but little referral between subsets. Healthy Start was found to be instrumental as an integrator of these otherwise disconnected service subsets.

Community-Level Service Integration Within Home Visiting Programs:

Abstract: National surveys were obtained from 193 programs serving children eligible for Part H who were identified by state-level administrators as demonstrating successful efforts in integrating services for families. Descriptive analyses were conducted to determine the service system models in place, the strategies used to facilitate service integration, the perceived barriers, and the relationship between the state-level systems and the community-level systems. A variety of successful strategies to facilitate integrated services were reported as being implemented at the community level, although there was limited coordination with hospitals, medical specialists, and mental health services. Insufficient funding for lower caseloads and compensation for service coordination efforts were perceived as the greatest barriers to system integration efforts. States supported communities primarily through the provision of information concerning policies and regulations; the use of other support strategies (e.g., needs ass...

Implications of total quality management in federal services: the US experience

Abstract: Examines the renewed interest in implementation of total quality management (TQM) in federal government services. In particular analyses the concept of customer service in the Federal Government and how it is perceived. Details three common misunderstandings which drive the development and propagation of myths about TQM in federal service operations. Concludes by outlining the basic requirements for implementing TQM and some advances already made, including how work by a National Performance Review Team has led to the formation of a partnership between the US Department of Agriculture’s agencies and customers to improve service quality.

The Development of Community Care Policy for the Elderly: A Comparative Perspective

Abstract: A comparison of the development of community care for the elderly in the province of Ontario, Canada, and in the State of Israel is presented in the light of the economic constraints currently challenging the expansion of welfare state services. The inquiry identified several common issues regarding the nature of the policy mandate for long-term care delivered in the home, the structure of the service delivery system, and matters concerning funding arrangements for community care. Issues that emerged in both settings include the relationship between health and social services in the delivery of care at the local level; the separation of purchaser and provider functions; the question of needs-driven versus service-driven social care provisions; accessibility concerns and the aspiration for one-stop entry to the delivery system; the growing involvement of the private sector in the delivery of domiciliary-based personal care services; and the relative paucity of current efforts to address the needs of family...