Showing papers on "Service system published in 2021"
TL;DR: In this article, the service discipline has been used to develop a coherent set of priorities for research and practice in the societal and service context, and the authors utilized multiple different domains.
Abstract: Transformative changes in the societal and service context call out for the service discipline to develop a coherent set of priorities for research and practice. To this end, we utilized multiple d...
107 citations
TL;DR: This paper queries the existing smart city surveillance systems to identify their key limitations and sources of frequently justified controversies and suggests that to bypass these, the value of mesh-technology should be explored and the mechanisms by means of which they might be involved in the co-design of smart city solutions and in urban decision-making are highlighted.
62 citations
TL;DR: In this paper, the authors investigated the impact of smartness on customer well-being through customer engagement with different smart service system actors and customer perceptions (here, personalization and intrusiveness perceptions) and their associated importance.
45 citations
TL;DR: An approach is proposed that integrates in these systems both the new IoT for smart city technologies and machine learning in order to facilitate the task of management, availability and profitability and an automatic management system capable of predicting the number of bikes shared per hour, day or month by taking several dynamic parameters.
32 citations
TL;DR: This research aims to understand the effects of actor-to-actor interactions on continued use of a WFT, with a specific focus on the interactions generated through two WFT services: choice and involvement of dietitians.
28 citations
TL;DR: This study seeks to quantify the effects of online-offline service integration on the e-healthcare providers’ demand and reputational outcomes, and investigates the moderating roles of provider-specific characteristics.
Abstract: E‐healthcare platforms start to integrate medical services across online and offline channels, where providers can perform online consultations, schedule patients’ offline visits, synchronize relevant medical records, and finally, answer online inquiries regarding follow‐up and recovery anytime and anywhere within one operations management function (ie, online–offline service integration) In this study, we seek to quantify the effects of online–offline service integration on the e‐healthcare providers’ demand and reputational outcomes, noting that it is not altogether clear how the service integration function will affect the providers who adopt such a function in e‐healthcare platforms Leveraging a quasi‐natural experiment on an e‐healthcare platform, we conducted difference‐in‐differences analyses in tandem with a variety of matching strategies, including propensity score matching and look‐ahead propensity score matching Furthermore, we explored the moderating roles of provider‐specific characteristics Our results reveal a set of robust and interesting findings: (i) e‐healthcare providers, on average, experience increases in online demand and decreases in offline demand post online–offline service integration; (ii) the service integration function also improves the professional reputation of participating providers; (iii) the impact of channel integration on the outcomes is weaker for providers with lower (vs higher) professional titles; and (iv) the providers who specialize in treating chronic (vs acute) diseases experience greater increases in online demand and reputational outcomes, yet insignificant changes in offline demand This work contributes to related prior literatures on healthcare operations management, e‐healthcare, and online–offline channel integration, offering design implications for the service operations of e‐healthcare platforms
27 citations
TL;DR: BBOXRT as discussed by the authors is a tool for performing robustness tests over REST services, solely based on minimal information expressed in their interface descriptions, which can be used to evaluate an heterogeneous set of 52 REST services that comprise 1,351 operations.
Abstract: REST services are nowadays being used to support many businesses, with most major companies exposing their services via REST interfaces (eg, Google, Amazon, Instagram, and Slack) In this type of scenarios, heterogeneity is prevalent and software is sometimes exposed to unexpected conditions that may activate residual bugs, leading service operations to fail Such failures may lead to financial or reputation losses (eg, information disclosure) Although techniques and tools for assessing robustness have been thoroughly studied and applied to a large diversity of domains, REST services still lack practical approaches that specialize in robustness evaluation In this paper, we present a tool (named bBOXRT) for performing robustness tests over REST services, solely based on minimal information expressed in their interface descriptions We used bBOXRT to evaluate an heterogeneous set of 52 REST services that comprise 1,351 operations and fit in distinct categories (eg, public, private, in-house) We were able to disclose several different types of robustness problems, including issues in services with strong reliability requirements and also a few security vulnerabilities The results show that REST services are being deployed preserving software defects that harm service integration, and also carrying security vulnerabilities that can be exploited by malicious users
25 citations
TL;DR: In this paper, the authors evaluated the perceptions of Turkish restaurant managers and customers towards service robots and found that customers have mostly positive attitudes towards robots while managers were mostly negative, however, respondents agreed that robots improve service quality.
25 citations
TL;DR: This work develops a new type of problem scenario: Multi-Trip Multi-Pickup and Delivery Problem with Time Windows, to describe CBRDP by simultaneously optimizing the operating cost and passenger profit, where excess travel time is introduced to estimate passenger extra cost compared with taxi service.
Abstract: The customized bus (CB) is an emerging type of public transportation system, which not only provides a flexible and reliable demand-responsive service, but also reduces the usage of private car to alleviate traffic congestion in metropolitan cities. The customized bus route design problem (CBRDP) is a crucial procedure in the CB service system designing. In this work, we develop a new type of problem scenario: Multi-Trip Multi-Pickup and Delivery Problem with Time Windows, to describe CBRDP by simultaneously optimizing the operating cost and passenger profit, where excess travel time is introduced to estimate passenger extra cost compared with taxi service, and each vehicle is allowed to perform multiple trips for operational cost savings. To solve this problem, a constructive two-stage heuristic algorithm is presented to obtain the Pareto solution. Taking a benchmark problem and Beijing commuting corridor as case studies, we calculate and compare the monetary and travel costs of CB with other travel modes, and quantitatively confirm that the CB can be a cost-effective choice for passengers.
24 citations
TL;DR: The concept of emotional load is introduced—the emotional demands that customer behaviors impose on service agents—to analyze how customer emotions affect service worker’s behavior and suggests that the emotional content in customer communications should be an important factor to consider when assigning workload to agents in a service system.
Abstract: Problem definition: Research in operations management has focused mainly on system-level load, ignoring the fact that service agents and customers express a variety of emotions that may impact serv...
21 citations
TL;DR: In this paper, the authors present a programming framework for microservices (EPF4M) and an infrastructure for self-adaptive microservice systems (EI4MS) for the cloud-edge environment based on microservice architecture.
TL;DR: This research presents a TRIZ-based product-service design approach to assist designers/engineers in developing innovative cyber-physical products (CPP) for use by customers in the context of COVID-19 pandemic.
01 Oct 2021
TL;DR: It is shown that the physical environment and human interaction have the same importance in affecting perceived value and identifying the subtle difference between attitudinal and behavioral loyalty influenced by perceived value in the accommodation-sharing economy is identified.
Abstract: Understanding customer experience is an essential part of service operations for sustaining business in the sharing economy. We investigate the relationship among customer experience, perceived value, and customer loyalty from a stimulus-organism-response (S-O-R) perspective. Using a dataset of 4166 listings in a leading Chinese accommodation-sharing platform and text mining and econometric methods to analyze online customer reviews, we find that customer experience manifests in the physical environment and human interaction dimensions. The results show a positive association among customer experience, perceived value, and customer loyalty. Notably, the physical environment and human interaction are equally important in influencing customers' value judgments about their consumption experience. Moreover, perceived value has a stronger positive effect on attitudinal loyalty than on behavioral loyalty. This study adds new insights into the customer experience-perceived value-customer loyalty path by showing that the physical environment and human interaction have the same importance in affecting perceived value and identifying the subtle difference between attitudinal and behavioral loyalty influenced by perceived value in the accommodation-sharing economy. Furthermore, these findings provide managerial insights for service operations management and marketing strategy planning.
TL;DR: This paper explores how service design can intentionally influence SST by advancing conceptual clarity of SST and delineating three analytical dimensions—scope, endurance, and paradigmatic radicalness—that provide a framework for understanding the diversity of the transformations unfolding within and across service systems.
TL;DR: Numerical experiments demonstrate that the introduction of telemedicine is effective in reducing patients' waiting times and improving social welfare, especially in rural areas that lack medical resources.
Abstract: With the development of information and communication technologies, telemedicine has been widely used in different healthcare sectors. In this paper, we study a telemedicine service system consisti...
TL;DR: A queueing-game-theoretic model of queue scalping is developed and it is found that queues with either a very small or very large demand volume may be immune to scalping, whereas queues with a nonextreme demandVolume may attract the most scalpers.
Abstract: Recent years have witnessed the rise of queue scalping in congestion-prone service systems A queue scalper has no material interest in the primary service but proactively enters the queue in hopes
TL;DR: In this paper, the authors investigate governance in service triads, specifically studying significant steering and connecting coordination failures, to reveal typically hidden characteristics and consequences, and uncover a series of coordination failures driven from the bridge position.
Abstract: This paper aims to investigate governance in service triads, specifically studying significant steering and connecting coordination failures, to reveal typically hidden characteristics and consequences.,This study focuses on coordination functions and activities between a buyer (a government department), a customer (a military service) and two service providers. Rich data on these normally confidential service ties are drawn from an official report into the causes of a fatal accident involving a UK reconnaissance aircraft and specifically from the evidence presented regarding the earlier development of its complex safety case. The authors also analysed a range of additional secondary data sources.,The authors examine the sources, drivers and manifestation of coordination failures. The authors uncover a series of coordination failures driven from the bridge position, revealing that while bounded rationality and opportunism influenced steering coordination failures, connecting coordination failures were associated with knowledge asymmetry, dyadic inertia and unethical practices.,Organisations and governments delivering complex projects and knowledge-intensive professional services should guard against outsourcing the “coordination” activity to a third party, thereby relinquishing the bridge position. Handing over the bridge position to an integrator would leave the client vulnerable to coordination dysfunctions such as bounded rationality, opportunism, knowledge asymmetry, dyadic inertia and unethical practices.,The study links the previously separate research streams of service triads and inter-organizational coordination. While extant research pays attention to mainly positive control functions, this study focuses on all three actors in two (failed) service triads – and highlights the impact of coordination activities and failures.
TL;DR: Li et al. as discussed by the authors proposed an efficient and privacy-preserving parking-space recommendation service platform, named as PriParkRec, along with the proof-of-concept solution to protect the requester's privacy in $\text {PriParkRec}$ while maintaining most of the benefits of current car-space sharing service.
Abstract: Insufficient parking space and traffic congestion are important usual suspects in our urban life. Organisation and managing available parking spaces have raised a lot of awareness. Traditional centralized parking approaches are with an insidious single point of failure and unsuitable for large organization because the manager is overburdened with authority and responsibility. The malicious service provider enables to (i) track the precise mobility patterns of citizens. (ii) collect the data to infer privacy-sensitive information, e.g. , where the parking requester ( i.e. , driver) socialize, work, and live; (iii) analyze trajectories to monitor the location of the driver for entertainment ( e.g. , discovering one-night stands). To design a decentralized smart and practical parking platform without compromising the privacy of the entities is an urgent issue for the smart city. Blockchain (or distributed public ledger technology) is a near-ideal decentralized and distributed solution for centralized parking-space-recommendation systems. However, most of the existing parking recommendation solutions on top of blockchain ignore to protect the privacy of drivers during parking spot detection and matching phases while cannot maintain the property of anonymity of the drivers. In this paper, an efficient and privacy-preserving parking-space recommendation service platform, named as $\text {PriParkRec}$ , along with the proof-of-concept solution to protect the requester's privacy in $\text {PriParkRec}$ while maintaining most of the benefits of current parking-space sharing service, i.e. , accountability, (anonymous) authentication, (anonymous) payment, and reputation ratings. Indeed, $\text {PriParkRec}$ service relies on well-known privacy-enhancing cryptographic building blocks ( e.g. , oblivious PRF, private set intersection, anonymous credentials, anonymous payment, and smart-contract, etc ), these building blocks are carefully integrated together to achieve privacy and security goals to revolutionize the existing car-parking service system coming with the private blockchain and industrial internet of things (IIoTs) technologies.
TL;DR: This work proposes a Cyber-Physical Production Monitoring Service System (CPPMSS) for the collaborative production monitoring of individualized product orders and shows that it can satisfy the collaborative manufacturing operations among different stakeholders in the mass individualization environment.
TL;DR: Results show significant benefits of incorporating the deterioration rate variation risk analysis on a multi-supplier multi-buyer multi-product cross docking service platform.
TL;DR: A novel service system, including the battery exchange stations and maintenance checkpoints, to provide long-distance delivery services, and a drone path programming model, where a special penalty value is proposed as the objective function to simultaneously minimize the path length and number of landing depots for the delivery service.
Abstract: Drones, with the potential to significantly increase the efficiency of the delivery, have received much attention in recent years. Still, there are some bottleneck problems in the application of the long-distance drone delivery, such as the limited flight range and flight safety. Therefore, the article proposes a novel service system, including the battery exchange stations and maintenance checkpoints, to provide long-distance delivery services. Then, with respect to the service system, we construct a drone path programming model, where a special penalty value is proposed as the objective function to simultaneously minimize the path length and number of landing depots for the delivery service. Thereafter, to efficiently find the optimal flight path among huge solution space, we improve the ant colony optimization with the A* algorithm embedded to avoid the nondirectional searching of ants. Finally, we use a case of Shanghai city to study the feasibility and effectiveness of our approaches, which includes the comparison of our algorithm and the other three heuristics on ten random delivery cases, the verification of the effectiveness of our algorithm on the long-distance delivery service, and a sensitive analysis of the effect of the depot number on the optimal solution.
TL;DR: Re-searchers believe that the system can integrate mobile learning infrastructure, data resources, service applications and students, reconstruct the business process of mobile learning intelli-gent services, provide decision support for mobile learning services, and at the same time, it can improve learning capabilities and provide personalized the service realizes teaching stu-dents by their aptitude.
Abstract: Aiming at the challenges of mobile learning in the current big data environment and the current research status of teaching intelligent services(TIS), the article first explores the construction of mobile learning in the teaching intelligent service system(TISS) of colleges and universi-ties(CU secondly, the business process of mobile learn-ing for support and guidance, big-data-driven mobile learning intelligent service framework system is constructed, which mainly includes three levels: infrastructure layer, data resource layer, and service application layer. The functions and characteristics of each layers are dis-cussed in detail. Use big data to analyze the application status of mobile learning in college education from three aspects: overall development, resource construction, and utilization. It is proposed to increase courseware resources, reform teaching models, and use big data analysis to improve the level of teaching management continuously comments and suggestions. Re-searchers believe that the system can integrate mobile learning infrastructure, data resources, service applications and students, reconstruct the business process of mobile learning intelli-gent services, provide decision support for mobile learning services, and at the same time, it can improve learning capabilities and provide personalized the service realizes teaching stu-dents by their aptitude.
TL;DR: This work studies a fundamental online resource allocation problem in service operations in which a heterogeneous stream of arrivals that varies in service times and rewards makes servic...
Abstract: Problem definition: We study a fundamental online resource allocation problem in service operations in which a heterogeneous stream of arrivals that varies in service times and rewards makes servic...
TL;DR: A key insight obtained from the analysis is that a main benefit of the lead-time and compensation option is to allow the entrance fee to remain high and the provider prefers strategies that lead to this direction.
01 Jun 2021
TL;DR: The application layer is divided into customer service, power grid operation, integrated energy, and enterprise operation, emerging business and analyzes the standard requirements of these five fields and proposes a standard plan.
Abstract: The ubiquitous power Internet of Things (UPIoT) is an intelligent service system with comprehensive state perception, efficient processing, and flexible application of information. It focuses on each link of the power system and makes full use of the mobile internet, artificial intelligence, and other advanced information and communication technologies in order to realize the inter-human interaction of all things in all links of the power system. This article systematically presents to the national and international organizations and agencies in charge of UPIoT layer standardization the status quo of the research on the Internet of Things (IoT)-related industry standards system. It briefly describes the generic standard classification methods, layered architecture, conceptual model, and system tables in the UPIoT application layer. Based on the principles of inheritance, innovation, and practicability, this study divides the application layer into customer service, power grid operation, integrated energy, and enterprise operation, emerging business and analyzes the standard requirements of these five fields. This study also proposes a standard plan. Finally, it summarizes the research report and provides suggestions for a follow-up work.
TL;DR: This paper investigates the development of the green building industry and the relationship between the innovation ecosystem, and shows that the α coefficient reliability index of all variables was above 0.8, which proved that all the scales in this study had good reliability.
TL;DR: The service industry has become increasingly competitive as mentioned in this paper and one of the main drivers for increasing profits and market share is service quality, when consumers encounter a bad experience, or a frustra...
Abstract: The service industry has become increasingly competitive. One of the main drivers for increasing profits and market share is service quality. When consumers encounter a bad experience, or a frustra...
TL;DR: This model uses a Markov decision process to model a patient’s choices during an acute illness episode, where the illness severity is partially observable to the patient and triage is subject to errors, and determines in which cases teletriage is efficient and effective.
Abstract: Problem definition: Many healthcare providers and payers offer teletriage, a telemedicine service where concerned patients can get advice about their health condition. In theory, teletriage should ...
TL;DR: New aspatial queuing network models are developed to capture various DRT operations for serving trips with randomly distributed origins and destinations and those with origins or destinations concentrated at a set of fixed transit stations at the same time.
Abstract: This paper proposes a modeling framework to design an integrated mobility service system that is composed of a local demand-responsive transportation (DRT) component and a fixed-route transit network component. The region is partitioned into disjoint local zones, and a trip is characterized into an intra- or inter-zonal one based on whether its origin and destination belong to the same zone. The transit network provides backbone line-haul service to inter-zonal trips, while the DRT system targets intra-zonal trips as well as the first-mile and last-mile legs of inter-zonal trips. The system components can be broadly defined, and this paper considers, as examples, conventional non-shared taxi or ride-sharing for the DRT service, and regular bus, bus rapid transit (BRT), or metro for the backbone network. For quantitative analysis of the DRT services, new aspatial queuing network models are developed to capture various DRT operations for serving trips with randomly distributed origins and destinations (i.e., intra-zonal trips) and those with origins or destinations concentrated at a set of fixed transit stations (i.e., first- or last-mile trip legs) at the same time. Each queuing model is integrated with the transit network design model, through proper service region partition, to derive closed-form formulas for the agency and passenger costs. Then, we formulate constrained non-linear programs that simultaneously optimize the zone partition, the fleet size and repositioning operation for the local DRT service, as well as the spacing and headway of a grid transit network. We apply the proposed models to a variety of transit technologies and application scenarios, so as to demonstrate applicability of the models, and to show promising performance of the proposed systems.
TL;DR: In this paper, the authors provided an indepth analysis and research on the intelligent management and monitoring system of sports training hall through the Internet of Things, and the overall aspect of the system, giving the corresponding total package diagram, and designs all functions one by one.
Abstract: This paper provides an indepth analysis and research on the intelligent management and monitoring system of sports training hall through the Internet of Things. Firstly, it introduces the project background of the sports training base stadium service system, analyses the significance of the system development, and describes the related technology and the method of development. The paper then analyses the requirements of the management business of the system and describes the main business processes of the system with activity diagrams; the paper then analyses the functional requirements and data requirements of the system and describes the system with use case diagrams and thumbnail class diagrams, respectively. Based on this, the thesis designs the overall aspect of the system, giving the corresponding total package diagram, and designs all functions one by one, giving the corresponding class diagram, the corresponding sequence diagram, and the corresponding processing flow diagram. The thesis gives the design of database tables by designing entity property diagrams and entity-to-entity relationship diagrams according to the data requirements and system functions. Finally, the research of the thesis is summarized accordingly, stating what has been done, what results have been achieved, what problems still exist, and what further work needs to be done to make the outlook of the work.