Showing papers on "Service system published in 2020"

Innovative "Bring-Service-Near-Your-Home" Operations under Corona-Virus (COVID-19/SARS-CoV-2) Outbreak: Can Logistics Become the Messiah?

Abstract: The corona virus (COVID-19/SARS-CoV-2) outbreak has created serious disruptions to many business operations. Among them, many service operations, which require customers to travel and visit a place indoor, become almost infeasible to run in a crowded city like Hong Kong. Motivated by a recent reported real case on an innovative service operation in Hong Kong, we build analytical models to explore how logistics and technologies together can transform the "static service operations" to become the "bring-service-near-your-home" mobile service operations. We also highlight how the government may provide the subsidy to support the above mentioned mobile service operation (MSO) to make it financially viable. We specifically show that the government may adopt the fixed-cost-subsidy (FCS) scheme, operations-cost-subsidy (OCS) scheme or safety-technology-support (STS) scheme to help. We further uncover that the OCS scheme would bring a larger consumer surplus than the FCS scheme and is hence more preferable. In the extended models, we first study the case when service fee cannot be changed because of corona virus outbreak (CVO). We then explore the feasibility of adopting MSO in the long run as a financially self-sustainable service operation and derive the analytical conditions under which MSO is a win-win business model for both the service provider and consumers. Finally, we study the optimal safety technology investment problem.

Big Data Service Architecture: A Survey

Abstract: As one of the main development directions in the information field, big data technology can be applied for data mining, data analysis and data sharing in the massive data, and it created huge economic benefits by using the potential value of data. Meanwhile, it can provide decision-making strategies for social and economic development. Big data service architecture is a new service economic model that takes data as a resource, and it loads and extracts the data collected from different data sources. This service architecture provides various customized data processing methods, data analysis and visualization services for service consumers. This paper first briefly introduces the general big data service architecture and the technical processing framework, which covered data collection and storage. Next, we discuss big data processing and analysis according to different service requirements, which can present valuable data for service consumers. Then, we introduce the detailed cloud computing service system based on big data, which provides high performance solutions for large-scale data storage, processing and analysis. Finally, we summarize some big data application scenarios over various fields.

The strategic analysis of logistics service sharing in an e-commerce platform

Abstract: In e-commerce, the success of hybrid online platforms is well documented where the platform not only works as a retailer but also offers online marketplace services to sellers. Logistics service is one of the most expensive operations for e-commerce and plays a critical role in promoting online purchases. In most cases, the platform builds a self-supporting logistics service system to deliver its own products, and the seller outsources the logistics service to third-party logistics service providers (TPLPs). Recently, the e-commerce market has emerged with a new trend of business-to-business logistics service sharing—the platform shares its logistics service system with the seller. In this paper, we first analyze the strategic and economic impacts of logistics service sharing. Our analysis shows that whereas logistics service sharing will lead to a lose-win situation for the platform and the seller when the TPLP's logistics service level and the market potential are low, it will lead to a win-lose situation when the TPLP's logistics service level or the market potential is very high. Furthermore, a win-win situation can be achieved when the TPLP's logistics service level and the market potential are in the middle regions. Then, we examine the equilibrium mode by considering the strategic interactions between the platform and the seller. We find that when the TPLP's logistics service level and the market potential are relatively low, the equilibrium mode is No-Service-Sharing. As the TPLP's logistics service level, the market potential, or both increase, the equilibrium mode will evolve from No-Service-Sharing to Service-Sharing.

A real-time service system in the cloud

Abstract: Recently, we have witnessed unprecedented use of cloud computing and its services. It is influencing the way software is built, as well as company’ resources such as servers, workstations or generally hardware are used. This paper aims to examine the benefits of cloud usage to support real-time service systems, using the Salesforce platform. First, we explore the meaning and the role of cloud computing for the real-time service systems efficient functioning. Then, we build a service management platform for the Polish Billiards and Snooker Association (PBSA), based on a real-time system located in the cloud. This way, PBSA managers are able to complete their tasks in this system on-demand. Moreover, it is set up as a private cloud to grant access only to the snooker organization employees.

Collaborative Public Management: Coordinated Value Propositions among Public Service Organisations

Abstract: Drawing from collaborative public management, this article seeks to contribute topublic service logic by focusing on what precedes the public service user’s realizationof value: the value propositi ...

Customized and knowledge-centric service design model integrating case-based reasoning and TRIZ

Abstract: Aiming at accelerating customized innovative service design, a novel knowledge-centric innovative service design (KISD) model is proposed through integrating memory-oriented-method case-based reasoning (CBR) and non-memory-oriented-method theory of inventive problem solving (TRIZ) to generate abundant ideas efficiently. Based on KISD, three key design approach phases are integrated: domain requirement acquisition (DRA), knowledge-centric resolution generation (KRG), and customized design knowledge-reasoning (CDK) phases. In the DRA phase, customer knowledge hierarchy is adopted to elicit customer requirements. In the KRG phase, CBR and TRIZ contradiction analysis are conducted and innovation principles are generated for constructing a functional knowledge hierarchy. In the CDK phase, quality function deployment analysis is conducted to evaluate and determine suitable new service functions. The case study of designing and developing a new shopping navigation service system for a shopping mall are presented to demonstrate the approach in practice. An empirical verification is conducted to verify the feasibility of the proposed approach and the satisfaction of the service.

Knowledge-Based Smart City Service System

Abstract: A smart city can be defined as a city exploiting information and communication technologies to enhance the quality of life of its citizens by providing them with improved services while ensuring a conscious use of the available limited resources. This paper introduces a conceptual framework for the smart city, namely, the Smart City Service System. The framework proposes a vision of the smart city as a service system according to the principles of the Service-Dominant Logic and the service science theories. The rationale is that the services offered within the city can be improved and optimized via the exploitation of information shared by the citizens. The Smart City Service System is implemented as an ontology-based system that supports the decision-making processes at the government level through reasoning and inference processes, providing the decision-makers with a common operational picture of what is happening in the city. A case study related to the local public transportation service is proposed to demonstrate the feasibility and validity of the framework. An experimental evaluation using the Situation Awareness Global Assessment Technique (SAGAT) has been performed to measure the impact of the framework on the decision-makers’ level of situation awareness.

Circular value creation architectures: Make, ally, buy, or laissez‐faire

Abstract: Slowing and closing product and related material loops in a circular economy (CE) requires circular service operations such as take‐back, repair, and recycling However, it remains open whether these are coordinated by OEMs, retailers, or third‐party loop operators (eg, refurbishers) Literature rooted in the classic make‐or‐buy concept proposes four generic coordination mechanisms and related value creation architectures: vertical integration, network, outsourcing, or doing nothing (laissez‐faire) For each of these existing architectures, we conducted an embedded case study in the domain of smartphones with the aim to better understand how central coordinators align with actors in the value chain to offer voluntary circular service operations Based on the above coordination mechanisms, our central contribution is the development of a typology of circular value creation architectures (CVCAs) and its elaboration regarding circular coordination, loop configuration, and ambition levels We find that firms following slowing strategies (ie, repair, reuse, and remanufacturing) pursue higher degrees of vertical integration than those following closing strategies (ie, recycling) because of the specificity of the assets involved and their greater strategic relevance The typology also shows that higher degrees of vertical integration enable higher degrees of loop closure (ie, from open to closed loops) and better feedbacks into product design Furthermore, we differentiate the understanding on third‐party actors by distinguishing between independent and autonomous loop operators Overall, we strengthen the actor perspective in product circularity literature by clarifying the actor set, their interrelationships, and how they form value creation architectures

The Economics of Line-Sitting

Abstract: This paper studies an emerging business model of line-sitting in which customers seeking service can hire others (line-sitters) to wait in line on behalf of them. We develop a queueing-game-theoret...

At Your Service on the Table: Impact of Tabletop Technology on Restaurant Performance

Abstract: Some industries, such as healthcare and financial services, have reported significant productivity gains from introduction of new technologies. However, other more traditional, labor-intensive indu...

Improving the service industry with hyper-connectivity: IoT in hospitality

Abstract: Internet of Things (IoT) adoption is a differentiating factor in the hospitality industry which facilitates the integration of the digital and real world. This paper aims to explore academic research and practical applications of IoT in the hospitality domain to help identify opportunities and challenges with implementing the technology for creating competitive advantages and service operations process improvements.,This paper uses previous works and exemplars to demonstrate the use of IoT in hospitality. Academic indexing websites such as Google Scholar and ScienceDirect are used to search for related terms. Whitepapers, IoT project websites of service providers and media coverage are accessed to collect information. Related work is investigated by classifying into major categories of hospitality.,Hospitality is one of the leading industries that has adopted IoT to create innovative services, but this topic has not been investigated deeply. A comprehensive study is needed to give guidance to decision-makers and helps to design better services by presenting practical and potential benefits.,The IoT will usher in great opportunities in hospitality by enabling novel applications for customization and personalization of the services. Operational processes will be redefined for efficiency and speed. It will alter the expectations and servicescape; thus, its integration will be vital in terms of competitiveness and success.,This study provides a comprehensive overview of IoT research and applications in the hospitality domain. It contributes to better understanding of recent trends and potentials. A holistic approach was used instead of focusing on a single sector which enables the consideration of all aspects of the topic. Theoretical support in addition to technical aspects, challenges and concerns are offered to the reader.

Developing a Reliable Service System of Charity Donation During the Covid-19 Outbreak

Abstract: Drawing upon the functional characteristics of blockchain technology, this article envisages the feasibility and reliability of developing a charity donation service system loaded onto blockchain in response to the complex service demands encountered by charity operators due to the Covid-19 epidemic. With blockchain technology’s support as the underlying data book, this article focuses on the practical issues of charity donation fund and material allocation, as well as information release and sharing, charity donation organization, and organization self-management. The paper thereby discusses the key technologies in terms of overall structure design, specific service sector, and functional design of the donation service system and further summarizes the operational mechanism of the system as combined with the needs of help-seeking, receiving, and management users. It is argued that all the above proposals have the potential to alleviate the trust crisis of charity services in China in view of low transparency. The paper expects to provide a useful reference for charity business innovation propelled by blockchain technology.

Models of vehicle service system supply under information uncertainty

Abstract: In 2010, the number of cars used all over the world exceeded one billion pieces. Over 50% of all vehicles were used in the USA and EU. Every year, 20 million new cars get used on USA roads, and in the EU it is 14 million, with 531 cars for every 1,000 inhabitants [5]. This is associated with a significant increase in demand for services in logistics segment of production and distribution of new vehicles (FL – Forward Logistics) and the market for supplying spare parts and accessories (RL – Reverse Logistics) [9]. According to the traditional approach, the supply chain for newly manufactured cars begins at the place of their production and includes distributors, wholesalers and retailers and ends at cars recipients. Process improvement results primarily from improving the coordination of activities of individual participants in the supply chain and thus minimizing the risk of not completing a supply task [31]. During the vehicle lifetime, generally, two conditions are noted: usage and service. The state of use means using the vehicle for its intended purpose, i.e. the movement of people and loads in time and space [3, 29]. On the other hand, servicing is a set of organizational and technical activities aimed at restoring and maintaining the serviceability of a vehicle [50]. At present, apart from technological and economic factors, an environmental factor is gaining significance in restoring vehicle parts to fitness (regeneration) [40, 43]. The use of regenerated parts reduces negative impact of production processes on the environment [13]. The quality of actions carried out as part of spare parts supply chains is important for the effectiveness of all segments of automotive industry. The COVID-19 pandemic situation caused a temporary collapse in new cars production, hence the expectation that after 2026 the value of whole automotive segment will reach only about 810 billion $ [1]. This means that the condition of entire automotive industry will largely depend on maintenance services. In addition, as the number of cars sold increases, the number of end-of-life vehicles increases as well and as a consequence, the huge ELVs (End-of-Life Vehicles) segment is created [47]. Analysis of practices shows that the reasons for temporary or complete withdrawal of vehicles from operation are primarily: need to ensure required by regulations safety level for vehicles – (through modernization of car systems or components, e.g. EGR exhaust gas recirculation system), need for the repair vehicles after damaging event (collisions, – accidents), returns of newly manufactured vehicles (options included in – contracts if structural or factory defects are found), need to renovate cars for prestigious, social or business rea – sons, accelerated aging of materials used for structural elements – (body and chassis).

New directions for service research: refreshing the process of theorizing to increase contribution

Abstract: For service research to develop as an applied social science there is the need to refresh the process of theorizing so it focuses not only on increasing new academic knowledge but also on knowledge that is managerially relevant. This paper aims to provide guidelines to achieve this.,A theorizing process that integrates general theoretic perspectives and contextual research to develop midrange theory is developed. The process is based on the philosophical foundations of pragmatism and abductive reasoning, which has the origins in the 1950s when the management sciences were being established.,A recent research stream that develops midrange theory about customer and actor engagement is used to illustrate the theorizing process.,Practicing managers, customers and other stakeholders in a service system use theory, so there is a need to focus on how theory is used in specific service contexts and how this research leads to academic knowledge that is managerially relevant. Thus, as applied social science, service research needs to explicitly focus on bridging the theory–praxis gap with midrange theory by incorporating a general theoretic perspective and contextual research.,The contribution comes from providing a broader framework to guide the theorizing process that integrates general theoretic perspectives and applied research to develop midrange theory. While general theories operate at the most abstract level of conceptualization, midrange theories are context-specific and applied theory (theories-in-use) is embedded in empirical research.

Immune-Endocrine System Inspired Hierarchical Coevolutionary Multiobjective Optimization Algorithm for IoT Service

Abstract: The intelligent devices in Internet of Things (IoT) not only provide services but also consider how to allocate heterogeneous resources and reduce resource consumption and service time as far as possible This issue becomes crucial in the case of large-scale IoT environments In order for the IoT service system to respond to multiple requests simultaneously and provide Pareto optimal decisions, we propose an immune-endocrine system inspired hierarchical coevolutionary multiobjective optimization algorithm (IE-HCMOA) in this paper In IE-HCMOA, a multiobjective immune algorithm based on global ranking with vaccine is designed to choose superior antibodies Meanwhile, we adopt clustering in top population to make the operations more directional and purposeful and realize self-adaptive searching And we use the human forgetting memory mechanism to design two-level memory storage for the choice problem of solutions to achieve promising performance In order to validate the practicability and effectiveness of IE-HCMOA, we apply it to the field of agricultural IoT service The simulation results demonstrate that the proposed algorithm can obtain the best Pareto, the strongest exploration ability, and excellent performance than nondominated neighbor immune algorithms and NSGA-II

Healthcare service users as resource integrators: investigating factors influencing the co-creation of value at individual, dyadic and systemic levels

Abstract: Patients, when using healthcare services, (co)create value by integrating their own resources with those of a range of stakeholders. These resource integration activities, however, require different types of skills and effort from the patients, and different types of interactions with stakeholders, while also having different effects on patients' well-being. The purpose of the present study is to develop a better understanding of why some patients are better able or willing to perform resource integration activities that impact their well-being. To reach this objective, barriers and facilitators of these activities in their interactions with various stakeholders were identified.,The study uses a multiple case study design. Individual patients having received a lung transplant, together with their entourage (family, medical professionals, other patients) each represent a case. In-depth interviews were conducted with the patients and with various categories of stakeholders in their service delivery network who were relevant to their experience and with whom they integrated their resources.,The study identifies three levels on which barriers and facilitators of the resource integration process occur: the individual, relational and systemic level. Factors on these levels affect different aspects of the process.,This study takes a systems perspective and investigates how various systemic factors and stakeholders conduce or inhibit healthcare service users to perform resource integration activities, especially focusing on those activities that strongly affect their well-being.

Service Design for Resilience: A Multi-Contextual Modeling Perspective

Abstract: This paper introduces a conceptual framework aiming to broaden the discussion on resilience for the design of public services. From a theoretical point of view, the paper explores service design with a Systems Thinking lens. A multi-contextual perspective aiming to analyze, decompose, and design smart cities services where resilience is an input at the service design level is described and the four diamonds-of-context model for service design (4DocMod) is introduced. This service model accommodates various actors’ contexts in public service design and consists of four design artefacts, the diamonds ( $\boldsymbol {S}$ ee, $\boldsymbol {R}$ ecognize, $\boldsymbol {O}$ rganize, $\boldsymbol {D}\text{o}$ ). From a practical point of view, guidelines for the application of the 4DocMod service model extension for resilience are described along with two case studies addressing the recent COVID-19 pandemic that illustrates a clear situation of resilience with insights in multiple contexts. According to the findings of this paper, it is obvious that resilience is not “just” a request. Instead, it plays a higher role within the service system. It is not “just” another Context, either. Instead, it goes through many contexts with different circumstances. In this manner, it is possible to address the qualities through which actors can become resilient, at the service design stage, to ensure continuity of the public services in times of emergency. As our approach using the 4DocMod is proposing, resilience may be is achieved when specific properties are provisioned at information service design level.

Interpersonal conflict at work and knowledge hiding in service organizations: the mediator role of employee well-being

Abstract: This paper aims to explore the effects of interpersonal conflicts in the social workplace on various rationalized, knowledge-hiding behaviors in service organizations. This research also examines employee well-being as a mediator to explain the effects of interpersonal conflicts at work on knowledge-hiding behaviors.,First, relevant literature provided the theoretical basis for the conceptual model that links the core constructs of this research. A quantitative study collected data from 395 employees of a global consulting firm with a branch located in a developing country. Finally, an analysis of the structural equation modeling with MPlus 7 software tested the measurement and the structural model.,The results of this study suggest that interpersonal conflict at work influences knowledge-hiding and that employee’s well-being mediates this relationship. In other words, employees strategically choose what knowledge-hiding behaviors to use – such as evasion or “playing dumb” – to cope with the lack of well-being caused by high interpersonal conflicts in the workplace.,Although contextual and individual factors may trigger knowledge-hiding behavior at work, the current literature has overlooked the combined effects of such factors, especially in service settings. Knowledge hiding in service organizations is a weakness that can lead to significant economic losses, especially in firms that are intensively knowledge-based. Thus, it is necessary to identify the antecedents of knowledge-hiding behavior to deter low performance in these organizations.

Applying Internet information technology combined with deep learning to tourism collaborative recommendation system.

Abstract: Recently, more personalized travel methods have emerged in the tourism industry, such as individual travel and self-guided travel. The service models of traditional tourism limit the diversity of service options and cannot fully meet the individual needs of tourists anymore. The aim is to integrate sparse tourism information on the Internet, thereby providing more convenient, faster, and more personalized tourism services. Based on the shortcomings of the traditional tourism recommendation system, a deep learning-based classification processing method of tourism product information is proposed. This method uses word embedding in the data preprocessing stage. The Convolutional Neural Network (CNN) is used to process review information of users and tourism service items. The Deep Neural Network (DNN) is used to process the necessary information of users and tourism service items. Also, factorization machine technology is used to learn the interaction between the extracted features to improve the prediction model. The results show that the proposed model can maintain an excellent precision of 64.2% when generating personalized recommendation lists for users. The sensitivity and accuracy of the recommendation list are better than other algorithms. By adding DNN, the word embedding method, and the factorization machine model, the precision is improved by 30%, 33.3%, and 40%, respectively. The model accuracy is the highest with 40 hidden factors, 100 convolutions, and a 100+50 combination hidden layer. Compared with traditional methods, the proposed algorithm can provide users with personalized travel products more accurately in personalized travel recommendations. The results have enriched and developed the theory of tourism service supply chain, providing a reference for constructing a personalized tourism service system.