Dissertations / Theses: 'Self-service'

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Olsson, Gustav, and Jonathan Kunfu. "SELF-SERVICE : Vägen till en lyckad Self-Service lösning." Thesis, Högskolan i Halmstad, Akademin för informationsteknologi, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-39623.

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SSBI-verktygen möjliggör att flytta framtagningen av rapporter och analyser av affärsdata från IT-avdelningen till användarna. SSBI svarar mot ett behov av att snabbare skapa rapporter och analyser för att ta affärskritiska beslut. Med en SSBI-implementation finns det ett antal utmaningar som behöver hanteras. Syftet med studien är att skapa förståelse för hur utmaningar relaterade till SSBI-implementationer hanteras, för att möjliggöra en lyckad implementation. Det leder till frågeställningen: Hur hanteras utmaningar relaterade till SSBI- implementationer? För att skapa förståelse för hur utmaningarna hanterats valde vi en kvalitativ metod där vi tolkat konsulters utsagor. Studien utgår från ett konsultperspektiv eftersom konsulterna har erfarenhet kring kundprojekt, som involverar såväl nykomlingar till erfarna BI- organisationer. I slutsatsen presenterar vi tre grupper av angreppssätt för hur utmaningarna hanteras, för att lyckas med SSBI-implementeringar.
The SSBI tools enable the production of reports and analyzes of business data from the IT department to be transferred to the users. SSBI is developed to satisfy a demand to be able to create fast reports and analyzes, to make business driven decisions. With a SSBI implementation, there are a number of challenges that need to be managed. The aim of the study is to identify how challenges related to SSBI implementations are managed, which enable successful implementation. This leads to the question: How are challenges related to SSBI implementations managed? To gain an understanding of how the challenges have been managed, we chose a qualitative method to interpreted consultants' statements. The study is based on a consulting perspective, since the consultants have experience of customer projects, which involve both newcomers and experienced BI organizations. In the conclusion, we present three groups of approaches of how challenges are managed to succeed with SSBI- implementations.

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Johansson, Niklas E. "Self-Service Recovery." Doctoral thesis, Karlstad University, Faculty of Economic Sciences, Communication and IT, 2007. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-575.

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Service recovery is about problems. What happens when customers experience problems? Well, sometimes customers complain to the one responsible for the service. Sometimes customers do not complain but instead tell somebody else about the problem, possibly leading to a bad reputation for the one responsible for the service. Sometimes it happens that customers never return to the same provider because of the problem experienced. To avoid the customer leaving, service recovery can be used. Service recovery is a set of actions a service pro-vider can take in order to repair a failure (Tax and Brown, 1998; Zemke, 1995; Scheuing and Christopher, 1993; Levesque and McDougall, 2000).

In addition, many services today are Internet-based, meaning that services are self-services enabled by information technology (IT). Self-services enabled by IT, referred to as self-service technology (SST), are characterized by an interac-tion between a user and a machine rather than between two humans. Conse-quently, service recovery is no longer between two people interacting in a face-to-face manner when solving problems, but between a user and a machine when taking place in an SST context.

This change of context has resulted in difficulties but also opportunities in the work of service recovery. Instead of turning to the one responsible for the service when problems occur, it is now possible to turn to other customers and users to receive help. SST has opened up new opportunities to learn with and from other individuals through the sharing of knowledge. The sharing of knowledge for the purpose of turning problems into solutions and improve-ments depends on the ability to create value for people involved.

Service recovery in a self-service technology context, i.e. self-service recovery (SSR) is defined as the capability, enabled by self-service technology, of turning user prob-lems into solutions and improvements by means of sharing knowledge between users in order to create value.

The aim of this doctoral thesis is to answer the question, “Why self-service recovery works?” The question is addressed by seven research studies and by evolving a framework for understanding why self-service recovery works.

The contributions of this dissertation reside from the framework, which en-hances our understanding of self-service recovery as a value creation activity through not only recovery, but also improvement of the service in question.

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Johansson, Niklas E. "Self-service recovery /." Karlstad : Faculty of Economic Sciences, Communication and IT, Information Systems, Karlstad University, 2006. http://www.diva-portal.org/kau/theses/abstract.xsql?dbid=575.

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Chamoun, Christoffer. "Self-Service Business Intelligence : Kritiska framgångsfaktorer för att tillämpa Self-Service Business Intelligence." Thesis, Högskolan i Skövde, Institutionen för informationsteknologi, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:his:diva-15645.

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Self-service Business Intelligence är idag ett relativt nytt koncept och det blir vanligare idag att verksamheter börjar röra sig mot denna nya trend inom Business Intelligence för att att göra sina användare mer flexibla i sitt beslutsfattande. Anpassningen idag till Self- service BI är idag är låg och har sjunkit de senare trots stora investeringar. Konceptet med Self-service BI är kan vara svårt för användarna att förstå och det finns ett antal faktorer som kan bidra till att öka anpassningen och uppnå framgångar med att tillämpa SSBI. Denna studien syftar till att ta reda på: ”Vad finns det för kritiska framgångsfaktorer för att tillämpa Self-Service BI? ”. För att besvara frågan användes en kvalitativ metod och insamlingen för data utfördes med hjälp av semistrukturerade intervjuer. Intervjuerna utfördes på 6 företag med 6 olika respondenter som har erfarenhet inom SSBI och BI. Respondenterna bidrog med empirisk underlag för att kunna besvara studiens frågeställning, men även till litteraturen med information som litteraturen tidigare inte nämner. Resultaten har visat att svaren från respondenterna och litteraturen går i linje med varandra när det gäller kritiska framgångsfaktorer. Framgångsfaktorerna som diskuteras och tas upp av respondenterna och litteraturen var: Rätt verktyg för rätt användare & anpassningsbara användargränssnitt, utbildning, data governance & data management, kartlägga användare och tillgänglighet av data för att framgångsrikt tillämpa SSBI. Nya faktorer som framkom under de semistrukturerade intervjuerna med respondenterna var: Change management, kommunikation och experimentering & testning.

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Černý, Ondřej. "Self-service BI a PowerPivot." Master's thesis, Vysoká škola ekonomická v Praze, 2013. http://www.nusl.cz/ntk/nusl-165145.

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This thesis deals with the extension of Office application Microsoft Excel -- PowerPivot program. First, the thesis focuses on the topic of the actual Business Intelligence (BI) and compares the classical BI approach and self-service BI approach. In the first part are dis-cussed current trends in BI. The second and main part is focused to the PowerPivot. Grad-ually are mentioned benefits and news in PowerPivot on the examples compared to classical analysis in Excel. In the initial description of the features are also instructions for installing the program and its news in version 2013. An important chapter is focused to the DAX expressions and all the calculations that can be implemented in PowerPivot. Separate chapters are devoted to data import and connection with MS SharePoint Server. As an ex-ample, is introduced the calculation of the ABC analysis to classify products, used mainly in logistics. The last part deals with implementation of applications in PowerPivot for MBI model (Management of Business Informatics).

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Torres, Bryan C. "Examining Self-Service Kiosks in Quick-Service Restaurant Settings." Thesis, University of North Texas, 2019. https://digital.library.unt.edu/ark:/67531/metadc1505242/.

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Research is needed that examines the effects of kiosk technology on restaurant operational performance measures, such as total sales. The study employs a 2X2 between-subjects field experimental design to empirically test the hypothesized relationships proposed in the research model. The data collection site was Burger King located in the student union of a large Tier 1 research university in southwest USA. The independent variables included ordering method (kiosk vs. cashier) and operational volume (peak vs. off-peak). The dependent variables were cognitive and affective attitudes, behavioral intention, satisfaction, sales per person, and order time. Consumers at Burger King were approached before they started ordering their meal to ask for voluntary participation. If they agreed to participate, they were randomly assigned into two test groups. Participants in one test group used kiosk technology to order their meals, while those in the other test groups spoke with a cashier to order their meals. The same number of participants were recruited from peak and non-peak volumes. The seconds used to order was observed and recorded after consumer engagement with the ordering method. After participants ordered, they completed a paper survey that measured their behaviors while ordering with each method and asked participants to indicate total purchase amount. Results of 192 surveys indicated to different extents that consumer behaviors were more positive with kiosk technology. Affective attitude results, however, were insignificant. On average, kiosk technology was found to be a faster method of ordering in quick-service restaurants, but it yielded less sales than when the consumer ordered from a cashier.

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Mansurov, Behzod, and Richard Rosengren. "SELF-SERVICE TECHNOLOGIES : INVESTIGATION ON HOW SELF-SERVICE TECHNOLOGIES INFLUENCE THE CONSUMER’S PERCEPTION OF QUALITY." Thesis, Mälardalens högskola, Akademin för ekonomi, samhälle och teknik, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-36041.

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Papadopoulos, Petros. "Self-organising service composition in open service-oriented architecture systems." Thesis, Glasgow Caledonian University, 2012. https://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.688278.

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Robertson, Rachael. "Veterans’ Service Experiences in Healthcare: a Self-service Technology Orientation." Thesis, University of North Texas, 2013. https://digital.library.unt.edu/ark:/67531/metadc500005/.

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This work focuses on how to improve medical services for veterans in a manner that will result in high levels of satisfaction and attainment of needed services. This research assess how veterans access healthcare and receive service. The problem to be addressed relates to reports by veteran healthcare organizations regarding the presence of gaps in coverage and customer service disparities in healthcare. Common concerns involve the gaps between veterans’ expectations for services and the provided services. This study created a survey instrument that contextualized components of established scales along with demographics and constructs specific to the current study. This study assessed the relationships among a variety of constructs and dimensions with healthcare expectations and service quality using a series of simple regressions. The results showed a statistically significant relationship between quality and the use or intention to use technology. The study supports the contention that respondents are willing to use self-service technologies. Technology that incorporates digital devices into healthcare services offers an opportunity to bridge service gaps and holds a promise for giving veterans faster access to service and care in a beneficial manner.

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COSTA, TITO MENDES DA. "SOCIAL CRM THROUGH SELF-SERVICE TECHNOLOGIES." PONTIFÍCIA UNIVERSIDADE CATÓLICA DO RIO DE JANEIRO, 2014. http://www.maxwell.vrac.puc-rio.br/Busca_etds.php?strSecao=resultado&nrSeq=24495@1.

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As gerações atuais (Y, Z, Me...) são conhecidas como as Gerações Silenciosas pois fazem uso extensivo de mecanismos de mídias sociais e serviços de mensagem (SMS e mais recentemente Whatsapp) em lugar de serviços de voz. Tais gerações, que começam a ser responsáveis por grande parte do mercado consumidor, se sentem mais à vontade com a troca de mensagens vis-à-vis as relações diretas que normalmente ocorrem na comercialização de serviços e suporte pós-venda, facilitando a ampliação do escopo de soluções de auto-serviço e auto-atendimento para esse público. Nesse prisma, torna-se interessante entender de que forma esses novos consumidores se comportam nas mídias sociais e as relações e questões que os levam a adotar novas tecnologias e consumir novos produtos e serviços que podem trazer implicações significativas tanto para a evolução da teoria acadêmica como para gestores de empresas. No presente estudo é proposto um modelo conceitual para avaliação da intenção de adoção de uma nova tecnologia, integrando relações de endosso nas mídias sociais aos efeitos moduladores que o Narcisismo Social (narcisismo nas mídias sociais) podem causar sobre a dimensão afetiva uma vez que o consumo em si não seja uma necessidade fim, mas sim um meio para se auto afirmar. Surveys online com consumidores de serviço de telefonia móvel foram analisados através de equações estruturais afim de se testar se as hipóteses criadas através de indícios de relações observados na revisão da literatura foram ou não confirmadas.
Current generations (Y, Z, Me...) are known as the Silent Generation because they make extensive use of mechanisms of social media and messaging (SMS and more recently Whatsapp) rather than voice services. Such generations, which begin to be responsible for much of the consumer market, feel more comfortable with the message exchange instead of direct relations that normally occur in services commercialization and post-sales support, facilitating the expansion self-service solutions for this public. In this perspective, it is interesting to understand how these new consumers behave in social media and the relationships and issues that lead them to adopt new technologies and consume new products and services that can bring significant implications for the evolution of both academic theory and for managers. In the present study we propose a conceptual model to evaluate the intention to adopt a new technology, integrating the social relations of endorsement to the modulatory effects that social media Narcissism (Narcissism in social media) may have on the affective dimension since consumption itself is not an end but rather a means to assert themselves. Online surveys with mobile phone service consumers were analyzed through structures equation modeling in order to test if the hypotheses created by evidence of the relationships observed in the literature review were confirmed or not.

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Formánek, Václav. "Self Service BI - problémy současné architektury." Master's thesis, Vysoká škola ekonomická v Praze, 2013. http://www.nusl.cz/ntk/nusl-199286.

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The aim of the thesis is to define the term Self-service Business Intelligence. It is followed by an introduction of need of this technology in present information society. Thesis at last defines technologies and practices, which are applicable in most general situations. All defined recommendations are based on vast range of theoretical data sources. Second aim is to prove that all customers' requirements can be in specified case covered by functionality of Self-service BI solution. This proof is presented by an introduction of architectural proposal using chosen technological platform. This proposal is furthermore part of bigger elaboration, which by its content loosely follows all tasks present in the initial Case study.

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Čoček, František. "Self-service BI pro oblast retailu." Master's thesis, Vysoká škola ekonomická v Praze, 2015. http://www.nusl.cz/ntk/nusl-201667.

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This thesis addresses current topic of self-service business intelligence solutions. The main goal is to create a dimensional model and pilot applications for retail used for Management of Business Informatics (MBI). In order to achieve it is main goal there are four steps, to be taken. During fulfilling of these steps minor and practical goals are achieved as well. Minor goal focuses on comparison of the advantages and disadvantages of current business intel-ligence approaches. Practical goal is to create reports and dashboards for Management of Business Informatics (MBI). The first step is to introduce the issue of classic and self-service BI concluded by comparison of both variants. The second step is the definition of retail and identification of potential indicators. The third step is the introduction of Mi-crosoft´s self-service BI technologies and tools. The fourth step is to create applications for retail in MBI using tools PowerPivot and Power View. The main contribution of this work is to create reports and dashboards that are able to support processes of general retail mod-el. Reports and dashboards will serve as pilot applications for MBI. Another contribution is to acquaint readers with the possibilities of tools PowerPivot and Power View.

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Barlow, Sherwin Riaan. "Using an intelligent self-service solution to support telecommunication service provisioning." Thesis, Nelson Mandela Metropolitan University, 2012. http://hdl.handle.net/10948/d1013417.

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The increasing competition between telecommunication service providers (TSPs) and the large amounts of human resource costs incurred to provision telecommunication services to small, medium and micro enterprises (SMMEs), highlight the need for effective self-service provisioning methods to reduce costs. Existing service provisioning methods do not effectively support SMMEs in the service provisioning process. The current methods used are manual and Web-based. The manual service provisioning method is labour and time-intensive. TSPs are being forced to cut human resource costs as the profit margins for provisioning services are narrow due to competition. The current web-based systems do not allow SMMEs to effectively purchase services as they provide long textual lists to consult and limited information about services. The objective of this research was to develop an intelligent web-based self-service system to support SMMEs in telecommunication service provisioning, using a Design Science Research methodology. A constraint-based, knowledge-based recommender system was selected as the most appropriate intelligent system to support telecommunication service provisioning. A prototype called SelPro was developed as a solution to address the shortcomings of the current ineffective service provisioning methods available for SMMEs. SelPro incorporates an interactive wizard-style user interface with dynamic recommendations to support novice users as well as an expert interface which provides less user support. An expert review and a user study were conducted to determine if SelPro was usable, useful and effective. SelPro was perceived as being usable for SMMEs wishing to purchase telecommunication services. Expert participants were satisfied with the usability of SelPro and perceived it as being useful, easy to use and easy to learn. SelPro was considered effective because of the high task success ratings provided by the participants using the two interfaces. The research determined that intelligent web-based self-service provisioning can be used to effectively support SMMEs in telecommunication service provisioning. General design recommendations for similar systems were proposed and future work will involve using intelligent systems to support large enterprises in telecommunication service provisioning.

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NETO, BALDOINO FONSECA DOS SANTOS. "JAAF: IMPLEMENTING SERVICE ORIENTED SELF-ADAPTIVE AGENTS." PONTIFÍCIA UNIVERSIDADE CATÓLICA DO RIO DE JANEIRO, 2010. http://www.maxwell.vrac.puc-rio.br/Busca_etds.php?strSecao=resultado&nrSeq=16349@1.

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COORDENAÇÃO DE APERFEIÇOAMENTO DO PESSOAL DE ENSINO SUPERIOR
Sistemas Multiagentes Orientados a Serviços (SOMS) têm surgido visando incorporar os benefícios de duas disciplinas da Engenharia de Software: Arquitetura Orientada a Serviços e Engenharia de Software Orientada a Agentes. A primeira visa fornecer serviços fracamente acoplados que podem ser utilizados em diferentes domínios. A segunda se baseia em um novo paradigma que visa o desenvolvimento de Sistemas Multiagentes, que são compostos por entidades, chamadas agentes, com raciocínio, autonomia e pró-atividade. Um dos principais objetivos de SOMS é ajudar no desenvolvimento de sistemas orientados a serviços capazes de adaptar-se em ambientes computacionais dinâmicos, onde é necessário reagir às mudanças em seus requisitos em tempo de execução, assim como, adaptar-se eficientemente diante de erros de execução e baixa qualidade de serviço. Neste contexto, este trabalho propõe um framework (Java self-Adaptive Agent Framework - JAAF) para implementar agentes autoadaptativos capazes de autonomamente e pró-ativamente descobrir serviços, selecionar o mais apropriado e adaptar-se caso algum problema ocorra durante a execução do serviço. A aplicabilidade do framework proposto é demonstrada através de dois estudos de caso. O primeiro é um sistema responsável por gerar mapas de susceptibilidades, ou seja, mapas que mostram locais com risco de deslizamento em determinada área. O segundo é um sistema onde o principal objetivo é satisfazer necessidades, relacionadas à viagens, de usuários.
Service Oriented Multi-agent Systems (SOMS) have emerged in order to incorporate the benefits of two software engineering disciplines: Serviceoriented Architecture and Agent-oriented Software Engineering. The first provides loosely coupled services that can be used within different domains. The second is based on a new software engineering paradigm that addresses the development of Multi-agent Systems, which are composed of autonomous, pro-active and reasoning entities, named software agents. One of the main goal of SOMS is to help the development of service-oriented systems able to adapt themselves on dynamic computing environments. Those systems must be able to react at runtime to changes in their requirements, as well as to efficiently accommodate for deviations from their expected functionality or quality of services. In this context, this work proposes a framework (Java self- Adaptive Agent Framework - JAAF) to implement self-adaptive agents able to autonomously and pro-actively discover services, decide about the most appropriate one and adapt themselves if they face a problem while executing the service. The applicability of the proposed framework is demonstrated through two case studies. The first is a system responsible for generating susceptibility maps, i.e., maps that show locations with landslides risks in a given area. The second is a system where the main goal is to satisfy the users’ needs related to travel.

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Johansson, Christoffer. "Self service business intelligence : Grundkompetenser för slutanvändare." Thesis, Högskolan i Skövde, Institutionen för informationsteknologi, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:his:diva-15630.

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Organisationer vill hela tiden bli effektivare i allt de gör även när det kommer till business intelligence. För att effektivisera beslutstödsprocessen har organisationer börjat gå över till selfe service business intelligence där personer på en operativ nivå skapar sina egna rapporter och gör sina egna analyser. När detta sker uppkommer nya moment för personalen i organisationen och de behöver skaffa sig nya kompetenser. Vilka kunskaper behöver egentligen personalen skaffa sig? Det är det som undersöks i det här arbetet. Undersökningen kommer genomföras med hjälp av en fallstudie. Litteratur kommer att granskas och intervjuer kommer att genomföras med personer som arbetar med beslutstöd. Arbetet undersöker vilka kompetenser som krävs av en slutanvändare men exkluderar hur de skaffar sig dessa kompetenser. Resultatet visar att det finns tre stycken huvudkategorier av kompetenser dessa är tekniska kunskaper, verksamhetskunskaper och analytiska förmågor. Under dessa kategorier finns sedan sex stycken kompetenser; Verksamhetsdata, BI-verktyget, Datavana, Verksamheten, Branschkunskap och Analytisktänk.

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McAlaney, John, M. Fyfe, and M. Dale. "A specialist adolescent deliberate self harm service." Royal College of Nursing, 2009. http://hdl.handle.net/10454/2820.

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Řehoř, František. "Zavedení Self-service BI u MVNO GoMobil." Master's thesis, Vysoká škola ekonomická v Praze, 2013. http://www.nusl.cz/ntk/nusl-192486.

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The main objectives of this work are determining Self-Service Business Intelligence as one of Business Intelligence approaches, description and characterization of Qlik Sense and finally development of particular solution using the above tool. In the first part thesis deals with the theoretical side of the approach, describes its advantages and disadvantages and users coming into contact with the respective technologies. Subsequently, thesis specifies requirements for Self-Service Business Intelligence and mentions different requirements and sizes of solutions in organizations. At the end recommendations for the implementation of the approach and technologies are mentioned. The second part is devoted to Qlik Sense platform, as one of the representatives based on the Self-Service approach. At first basic features, options and benefits are described. Then the development of solutions and principles of work with this tool are explained. Finally, architecture of enterprise server solution is described together with installation steps and basic configuration of a Qlik Sense site. The third part is focused on mobile virtual operator GoMobil, its current state, Business Intelligence needs and last but not least the requirements and development of solution using Qlik Sense platform.

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Huotari, Henrik. "Making the customer the co-producer : A critical incident study on customer satisfaction and self-service channel choice in commercial air travel." Thesis, Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-15640.

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This thesis is based on a case study of an airline’s (Scandinavian Airlines (SAS)) customers’ views on self-service technologies for check-in; mobile check-in, internet check-in, and machine (kiosk) check-in. The first aim of the paper was to find sources of satisfaction and dissatisfaction in the airline industry. A number of critical incidents leading to satisfactory and dissatisfactory experiences have been categorized by using the critical incident technique method based on customers’ recalls of past events. Main sources of satisfaction were the SSTs ability to provide a more efficient service by time savings, avoiding queues and by providing increased customer control. Main sources of dissatisfaction were related to technology failure such as malfunctioning machines, technical design problems and service design problems due to unclear role clarity among customers caused by lack of information and trust in own abilities. Second aim of the study was to identify a number of variables affecting SST channel selection. Qualitative interviews revealed following main variables affecting channel choice: accessibility, awareness, lack of trust, and perceived channel efficiency. Findings have been discussed from the perspective of models used in present research such as the consumer readiness model and trusting intentions model so that future researchers can identify and use valid models for understanding SST channel adoption and satisfaction drivers in the flight industry. Hands on managerial implications are provided in the closing part of the paper. Originality: The thesis show industry specific satisfaction and dissatisfaction causes that differ from previous research. Second contribution is the development and classification of factors in groups that influence the SST channel choice for check-in at airports. Finally the paper shows that none of the current models for use intention can independently be used to fully explain choice of channel.

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Linn, Grubbström, and Johannes Pers. "Self-service technology i restaurangbranschen : Vilka faktorer påverkar attityder till, och tillfredsställelse med, self-service technology i casual dining-restauranger?" Thesis, Umeå universitet, Företagsekonomi, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-151485.

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Digitaliseringens framväxt har förändrat hur tjänster erbjuds på marknaden. Det blir allt vanligare att kunder interagerar med teknologi i servicemöten istället för med servicepersonal, en teknologi som benämns self-service technology (SST). Tidigare forskare har beskrivit flera övergripande anledningar till att företag väljer att implementera SST, exempelvis; reducerade kostnader, ökad produktivitet, ökad kundnöjdhet och lojalitet samt för att nå nya kundsegment. Tidigare forskning har bedrivits kring vilka faktorer som påverkar attityder till och tillfredsställelse med SST i olika kontexter, vilka visat sig föregå användning av SST. Förekomsten av SST inom casual dining-restauranger är dock en relativt ny företeelse, där forskning kring konsumenters attityder och tillfredsställelse saknas. Restauranger av casual dining-karaktär kan definieras som en typ av restaurang som ligger mellan snabbmatsrestaurang och finrestaurang. Syftet med denna studie är att utvidga den befintliga forskningen inom self-service technology (SST) till casual dining-restauranger. Mer specifikt är syftet att undersöka applicerbarheten av tidigare SST-forskning på en relativt ny och unik restaurangkontext, för att kartlägga vilka faktorer som påverkar konsumenters attityder till och tillfredsställelse med SST i denna kontext. Vidare är syftet att undersöka om det finns betydande skillnader mellan hur faktorerna påverkar attityd respektive tillfredsställelse. Att sammantaget kartlägga detta kan ge praktisk användbar information till chefer för casual dining-restauranger som står inför beslutet att utforma och implementera liknande SSTs i sina verksamheter. Studiens syfte mynnade ut i följande frågeställning: Vilka faktorer påverkar konsumenters attityder till, och tillfredsställelse med, self-service technology i casual dining-restauranger? För att besvara forskningsfrågan genomfördes en fallstudie av restaurangkedjan Pinchos. Totalt 20 hypoteser formulerades kring valda faktorers eventuella påverkan på restaurangbesökares attityd till och tillfredsställelse med SST i casual dining-restauranger. För att undersöka dessa hypoteser genomfördes en kvantitativ undersökning i form av en internetdistribuerad enkät. Totalt 169 respondenter besvarade enkäten. Enkla och multipla linjära regressionsanalyser genomfördes därefter för att analysera empirin. Resultatet visar att faktorerna: användbarhet, enkelhet vid användning, nöje, pålitlighet samt support vid behov uppvisar ett signifikant positivt samband med såväl attityd till som tillfredsställelse med SST i casual dining-restauranger när de studeras enskilt. Studien visar vidare att faktorerna behov av interaktion med personal samt avsaknad av personlig service uppvisar ett signifikant negativt samband med såväl attityd till som tillfredsställelse med SST i denna kontext. Studien visar således att samtliga faktorer påverkar både attityd och tillfredsställelse. Faktorerna ekonomisk kompensation och technology readiness visade inget signifikant samband med varken attityd eller tillfredsställelse när de studerades enskilt. Faktorn kontroll analyserades ej då enkätfrågorna relaterade till denna faktor uppvisade för låg intern konsistens.

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Khani, Shahedeh. "Self-reconfigurable, intrusion-tolerant, web-service composition framework." Thesis, City, University of London, 2018. http://openaccess.city.ac.uk/19833/.

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The Internet has provided an opportunity for businesses to offer their services as Web Services (WSs). WSs are used to implement Service Ori-ented Architecture (SOA). They enable composition of independent services with complementary functionalities to produce value-added services, which results in less development effort, time consumption and cost, enabling com-panies and organizations to implement their core business only and out-source other service components over the Internet, either pre-selected or on-the-fly. Simple Object Access Protocol (SOAP) based WSs are at risk of se-curity vulnerabilities related to their specific implementation technologies such as Extensible Markup Language (XML) as well as those of their under-lying platforms (e.g., operating systems and frameworks) and their applica-tions (e.g., vulnerability to SQL Injection attacks). Cyber-attacks on WSs may cause unavailability, loss of confidentiality and/or integrity as well as signifi-cant monetary penalties. Security issues become more challenging when Off-The-Shelf Web Services (OTSWSs) are used since they are beyond the con-trol of their clients. The central question underlying this work is: Can a self-reconfigurable Intrusion-Tolerant Web Ser-vice, implemented using N-version programming and diversity formed by composing Off-The-Shelf Web Services that are selected through penetration testing, Principal Component Analysis, and Cluster Analysis process-es mitigate XML-related security vulnerabilities? While aiming to answer the above question, this dissertation presents a novel framework to increase dependability by constructing an Intrusion-Tolerant Web Service (ITWS) in which N-version programming and diversity, formed by composing SOAP-OTSWSs, is used. It describes how penetration testing can be used as a measure of security vulnerabilities of available SOAP-OTSWSs (that offer the required functionality) and the resultant ITWS, how Principal Component Analysis (PCA) and Cluster Analysis (CA) and be utilized to group the SOAP-OTSWSs based on their security vulnerabilities diversity and how a further penetration testing on each group of diverse SOAP-OTSWSs can be used to select the optimal set (most secure among the groups) for construction of ITWS. This dissertation also demonstrates how the dynamic reconfiguration of ITWS, created in Business Process Engineering Language (BPEL), can be enabled using a combination of BPEL constructs and Java as BPEL exten-sion approach and using only Java as BPEL extension approach. The novelty of the work presented in this dissertation is twofold. On the one hand, it is security informed and on the other hand, it demonstrates the use of Java (as BPEL 2.0 extension) to implement self-reconfigurable composite WS. It has the advantage of, at the same time, facilitating a de-pendable service to users and exploiting existing standard technologies. This work also assesses the effectiveness of the proposed solutions through vari-ous case studies and discusses the implications of the proposed framework.

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Fonseca, Celsa dos Santos Aragão da Cruz. "Plano de negócios para uma lavandaria self-service." Master's thesis, Universidade de Évora, 2019. http://hdl.handle.net/10174/24858.

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O presente trabalho visa apresentar um Plano de Negócio para a criação de uma lavandaria self-service, em São Tomé e Príncipe. Esta atividade oferece uma alternativa às donas de casa, colocando à sua disposição máquinas de elevada qualidade no domínio de lavagem e tratamento de roupas, e ao mesmo tempo, facilitar a vida dos santomenses contribuindo assim no reforço do processo de higiene da população. No plano teórico são apresentadas as noções que servirão de suporte ao desenvolvimento do plano de negócios onde são revisados conceitos relativos ao empreendedorismo, análise das envolventes empresariais (SWOT, PEST, 5 forças de Porter), estrutura do plano de negócios, planeamento de marketing, recursos humanos e planeamento financeiro. Estes conceitos teóricos, são posteriormente aplicados ao caso em estudo permitindo a elaboração do Plano de Negócios. A criação de uma lavandaria self-service, com um investimento de €51.250,00 apresenta viabilidade suficiente no que respeita indicadores analisados com um Valor Atual Líquido de €23.965,00 e uma Taxa Interna de Rendibilidade de 39,8%; Business Plan for a self-service laundry Abstract: The present work aims to present a Business Plan for the creation of a Company, linked to a self-service laundry, in São Tomé and Príncipe, offering an alternative to housewives' to provide high-quality services in the field of washing and treating clothing (work clothes and clothing, at home, etc.), and at the same time make life easier for the people of Santo means, thus contributing to the strengthening of the hygiene process of the population. At the theoretical level, the notions will be presented to support the development of the business plan, where concepts related to entrepreneurship, business environment analysis (SWOT, PEST, Porter’s five forces), business plan structure, marketing planning, human resources and financial planning. The creation of a self-service laundry, with an investment of € 51,250.00 presents sufficient viability with respect to indicators analyzed with a Net Present Value of € 23,965.00) and an internal profitability rate of 39.8%.

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Moon, Yujin Chung. "Consumer’s extending self via Augmented Reality makeup service." The Ohio State University, 2018. http://rave.ohiolink.edu/etdc/view?acc_num=osu1542633367893286.

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Buyankhishig, Agiimaa. "Využití moderní self-service BI technologie v praxi." Master's thesis, Vysoká škola ekonomická v Praze, 2012. http://www.nusl.cz/ntk/nusl-197265.

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Abstract This diploma thesis treats about the latest technologies in the field of self-service BI from Microsoft Corporation. The main goal of this work is to analyze the Microsoft self-service BI solutions, to describe the benefits and advantages of this technology and to show examples with real data in Microsoft self-services BI tools. To achieve the goal, the internet resources, recommended literature, and the software applications PowerPivot and PowerView (Excel 2013) are59 used. In its first part this thesis describes the basic characteristics and technology of classical BI solutions. The second part examines the actual self-service BI solution and its usability. And then analyzes the advantages and benefits compared to conventional technologies. Finally, in its last section describes self-service BI solutions, the DAX language used in PowerPivot and shows example reports with real data from banking sector. The key benefit of this diploma is the verification of the usability and advantages of self-service BI by using Microsoft self-service BI products and tools.

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Leo, Gustav. "Self-service business intelligence : Viktiga Roller inom SSBI." Thesis, Högskolan i Skövde, Institutionen för informationsteknologi, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:his:diva-13917.

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Dagens affärsklimat är under ständig utveckling och för att möta den ökade konkurrensen är det viktigt för verksamheter att snabbt kunna fatta beslut som är baserade på data. Utmaningarna i detta medför att verksamheternas arbetssätt måste bli mer innovativt för att snabbare kunna anpassa verksamheten. Traditionell business intelligence (BI) där IT-avdelningen oftast ansvarar för att ta fram rapporter åt användarna har svårt att hinna med att skapa rapporter som är nödvändiga för att fatta beslut grundade i data. En lösning på detta problem är att införa Self-Service BI (SSBI) där målet är att låta användarna komma närmre verksamhetens data och på det sätta kunna skapa rapporter utan inblandning från IT-avdelningen. Genom att ta bort IT-avdelningen som mellanhand och flytta ut visst ansvar på verksamhetens avdelningar ställs krav på en tydlig organisation med tydliga roller och detta ligger till grund för den frågeställning som denna studie ska ge svar på som är: Vilka roller krävs för att införa och driva SSBI? Metoderna som valts ut för att kunna ta fram ett svar på denna fråga är systematisk litteraturstudie och fallstudie. Syftet med att genomföra den systematiska litteraturstudien är att analysera vad den befintliga litteraturen tar upp om roller inom SSBI. Fallstudien som består av intervjuer med experter inom SSBI-området syftar till att fånga upp deras erfarenheter och åsikter om det olika roller som är viktiga inom SSBI. Resultatet består av ett framtaget organisationsschema över viktiga roller som behövs för att kunna införa och driva SSBI inom en verksamhet.

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Barr, Niall J. A. "Service not self : the British Legion, 1921-1939." Thesis, University of St Andrews, 1994. http://hdl.handle.net/10023/7101.

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The organisation of ex-service men into a mass membership movement was a new departure in British life. Four main groups came together in 1921 to form the British Legion. On its establishment, the leadership, who were predominantly high- ranking ex-officers, had high hopes of forming an extremely powerful and influential organisation. Due to a number of inherent flaws in the Legion's ideology, composition and character, the organisation never became a truly mass movement of all ex-service men. This work looks at the dynamics of the movement and provides insights into the motivations of its leaders and their impact upon the organisation. It provides a detailed account of the structure of the Legion and explores the strengths and weaknesses of the movement. The existence of a semi-autonomous Officer's Benevolent Department, a subordinate Women's Section, and an independent Legion in Scotland reveal the serious rifts within this superficially unified movement. The paradox of low officer involvement combined with an almost exclusively officer leadership contributed to low membership and other factors such as geography, unemployment and finance are considered in the discussion of Legion membership. Divisions between leaders and led on policy and methods are explored in an examination of Legion democracy. A full examination of the Legion's practical work and the attitudes which underpinned that activity confirms the Legion's position as a voluntary society with traditional charitable views. A detailed examination of the Legion's struggles over pension legislation gives an insight into Government attitudes towards ex-service men and also reveals the inherent weakness of the Legion's position when dealing with politicians. An analysis of the Legion's contacts with foreign ex-service men penetrates the Legion's rhetoric and reveals the real motivations and attitudes of the Legion leaders who developed and executed the Legion's foreign policy. Ultimately, this study provides important conclusions about the nature of the British ex-service movement.

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Al, Oraini Badrea Saleh. "Understanding Muslim consumers' acceptance of self-service technologies." Thesis, University of Strathclyde, 2014. http://oleg.lib.strath.ac.uk:80/R/?func=dbin-jump-full&object_id=24707.

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Most individual technology acceptance models are based on the technology acceptance model (TAM), or the conceptualisation of TAM. Even though many researchers consider TAM to be a good model for predicting individual technology acceptance because it has good explanatory power across the population, context and time, and has a parsimonious structure, it has been criticised by several researchers. TAM has been criticised for what is called inherent 'cultural bias'. This 'cultural bias' is responsible for limiting the generalisability of TAM across cultures (from national to organisational levels). Therefore, in this thesis TAM has been extended to suit a developing country context. Numbers of variables related cultural aspects were added to the model to enhance its ability to predict consumers' technology acceptance, given their religious values and social influences. Results of the extended model are satisfying, as the proposed model was able to explain 56 percent of Muslim consumers' behavioural intentions compared to the original TAM, which was able to predict only 39 percent of their intentions. This thesis reports the findings related to the issues concerning the acceptance of Internet-only banking in one of the conservative Islamic countries, namely Saudi Arabia. Although the study was conducted at a specific site on a particular technology application, there is a justification for claiming that the findings are pertinent to the introduction of a wide range of Internet applications into other Islamic countries. Therefore the study makes a significant contribution to research across all areas of information technology adoption and to this practice in financial services. The thesis starts with an exploratory study involving some semi-structured interviews with religious scholars, in-depth interviews with bank consumers and a literature review in this study area. This led to the decision to base the study on integrating three of the recognisable models in technology acceptance. The models are TAM, innovation diffusion theory (IDT) and the theory of reasoned action (TRA), with extensions to enhance their predictability. The extension included religiosity, previous experience in technologies, human values, awareness, need for human interaction, perceptions of risk and trust. A mixed method approach was undertaken. An extensive empirical survey was undertaken to collect data. Structural equation modelling (SEM) was the analysis technique used to test the hypothesis in the quantitative study. At the same time, interviews were conducted as a part of the qualitative study with the aim of gaining an in-depth understanding of the factors that may enhance or hinder Internet banks in Islamic countries. The qualitative data was processed using thematic data analysis. The results of both the qualitative and quantitative studies are discussed in terms of their academic and practical contributions.

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Bashir, Muhammad Shahid, and Mohd Zalmy Zakaria. "Hesitation on adoption Self-Service Technologies (SSTs) : A case study on self payment machine." Thesis, Umeå University, Department of Informatics, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-34814.

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Self service providers are making such systems which offer faster and more flexible service to the user. Most of us are familiar about self service technologies such as Kiosk, Auto Teller Machine, Self Check in machine, Self payment machine etc. Unfortunately, users are not using these SSTs commonly as advancement has been occurring in SSTs. Sometimes, people look annoyed and feel fear to use such kind of technology at public spaces. Generally, these systems need interaction between users and technology to create service outcome instead of interacting with a service personnel. These technological interfaces have been called Self-service technologies (SSTs). Yet, not all users choose to use the new technologies and they still feel some hesitations to adopt this technologies in this case SSTs. This study investigated the factors that make users hesitate to use and adopt SSTs.

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Andrews, Christopher K. "'Do-it-yourself'' self-checkouts, supermarkets, and the self-service trend in American business /." College Park, Md.: University of Maryland, 2009. http://hdl.handle.net/1903/9593.

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Thesis (Ph. D.) -- University of Maryland, College Park, 2009.
Thesis research directed by: Dept. of Sociology. Title from t.p. of PDF. Includes bibliographical references. Also available in paper. Published by UMI Dissertation Services, Ann Arbor, Mich.

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Abdeljaouad, Imad. "Self-Configuration and Monitoring of Service Specific Overlay Networks." Thèse, Université d'Ottawa / University of Ottawa, 2013. http://hdl.handle.net/10393/23960.

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The constant growth in network communications technologies and the emergence of Service Specific Overlay Networks (SSONs), coupled with the rapid development of multimedia applications make the management of such technologies a major challenge. This thesis investigates the SSONs management problem and proposes an autonomic architecture, a self-organizing and self-adapting algorithm, and a utility function for monitoring the Quality of Experience (QoE) of IPTV streams in SSONs. First, we examine the different issues stemming from the autonomic management of SSONs and identify the limitations of existing approaches. We then propose an architecture to ease the management of SSONs by incorporating autonomic computing principles to make SSONs acquire self-management capabilities. The proposed architecture introduces autonomic control loops that continuously monitor network components and analyze the gathered data. An Autonomic System (AS) is comprised of one or more Autonomic Managers (AM) which take control of managing other elements in the network. The proposed architecture highlights the different components of an AM and identifies its purpose. The distributed nature of the proposed architecture avoids limitations of centralized management solutions. We then propose a scheme to allow AMs to emerge among the set of nodes in the network as the most powerful ones in terms of different factors, including processing capabilities and stability. Using a self-organizing and self-adapting distributed protocol, each node in the overlay selects an appropriate AM to report to so that sensed data is delivered error-free, and in a timely manner, while the load is distributed over the AMs. Finally, we propose a utility function to monitor the quality of IPTV streams by predicting QoE based on statistical Quality of Service (QoS) information. The proposed function is simple and does not require high processing power. It allows the QoE of IPTV users to be monitored in real-time by the AMs, so that quality degradations are accurately identified and adaptation mechanisms are triggered at the right moment to correct issues causing degradations. Theoretical analysis and simulations studies are presented to demonstrate the performance of the proposed schemes.

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Weiß, Tobias. "Online Communities für Energieversorger – Mehr als nur Self-Service?" Saechsische Landesbibliothek- Staats- und Universitaetsbibliothek Dresden, 2014. http://nbn-resolving.de/urn:nbn:de:bsz:14-qucosa-154104.

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Der fortschreitende Wandel im Energiemarkt tangiert mittlerweile viele Bereiche unseres Lebens. Mit Hilfe von intelligenten Netzen, in denen sämtliche komponenten miteinander vernetzt sind und aktiv kommunizieren, soll ein wesentlicher Beitrag zur Erhöhung der Energieeffizienz geleistet werden. Bestandteil dessen sind Smart Meter. Man versteht darunter fernablesbare Stromzähler, die unter definierten (aber dennoch aktuell diskutierten) Rahmenbedingungen in Gebäuden die traditionellen Ferraris-Zähler ersetzen sollen.

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Riley, Chris W. "User-centric biometrics : authentication in a self-service environment." Thesis, Edinburgh Napier University, 2012. http://researchrepository.napier.ac.uk/Output/4914.

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Biometric authentication is the process of establishing an individual's identity based on measurable characteristics of their anatomy, physiology or behavior. Biometrics do not share many of the limitations of traditional authentication mechanisms, as the characteristics used for biometric authentication cannot be lost, forgotten or easily replicated. Despite these advantages, there are unresolved problems with the use and acceptability of biometrics and the technology has not seen the strong uptake that many predicted. There is a significant literature discussing the implications of biometric technology use, though much of this work is theoretical in nature and there is comparatively little empirically grounded work with a focus on the biometric user experience. This thesis presents research investigating biometric authentication from a user-centric perspective. The principal aims of this research were to deepen our understanding of the usability and acceptability of biometric authentication and use this knowledge to improve design. A series of controlled evaluations are presented, where biometric systems and different aspects of system design were investigated. To understand wider implementation issues, a field trial of a biometric system in a real-world environment was also carried out. A second strand of research focused on how biometrics are perceived and both survey and interview approaches were used to explore this issue. In general the empirical work can be characterized by a trend of structured, quantitative methodologies leading into less-structured approaches as contextual and experiential aspects of system use were investigated. A framework for the biometric user experience is presented based on this work. The framework is used to structure the design guidelines and knowledge emerging from this work. A methodology for the user-centric evaluation of biometrics is also proposed. The results from this project further our understanding of usable system design, but biometrics have proven to be an emotive technology and implementation remains a complex issue.

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Högberg, Tomas. "Self Service Customer Support of Electric Vehicle Charging Stations." Thesis, KTH, Kraft- och värmeteknologi, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-277818.

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The aim of this master thesis is to develop a suggested methodology for how to use Mavenoid infrastructure to improve customer support of DEFA EV chargers. Mavenoid is a company that helps other companies automate customer support, especially troubleshooting. This is done with Mavenoid models, interactive selfhelp tools that guide end users without technical knowledge through the troubleshooting process. Mavenoid models provide value both by deflecting cases (the end user solves the problem on their own using the model) and triaging cases (collect relevant information about the problem before escalating the case to a human support agent) The main methodology to develop a suggested methodology was learning by doing, using the suggested methodology to actually implement Mavenoid models available to end users on DEFA’s home page. This was complemented with a literature review, interviews and data analysis from model usage. The suggested methodology is to iteratively follow the steps of deciding which models to build, make priorities within these models, build the models, analyze their performance and continuously improve the models. To decide models, carefully evaluate DEFA’s support situation to decide where Mavenoid models would have the greatest impact. Force yourself to make quantitative assumptions to estimate a payback time for each possible model. For each model, carefully prioritize what to include and where the focus should be using estimates of frequency, value and time to model. Build the models to maximize deflection and triage and minimize abandoned sessions. Collect and analyze data from model usage and use this information to improve the models. To prioritize between possible improvements, force yourself to make quantitative assumptions of value and time to model and rank improvements by payback time. Limit the improvements you make either by time available or desired payback time. The potential business opportunity between Mavenoid and its customers is more attractive the more support cases the customer has and the larger fraction of end users that use Mavenoid. The business opportunity varies greatly with assumptions that are very difficult to estimate accurately at the early stages of a Mavenoid implementation. This indicates that Mavenoid models should be implemented step by step and assumptions updated when more data is available. Implementing Mavenoid models can be both positive and negative from a sustainable development perspective. They could encourage people to repair products instead of replacing them, scale renewable energy technology faster and remove boring and repetitive tasks from support staff. On the other hand, they might not be appreciated by all end users, could lead to increased electricity consumption and potential unemployment for support staff. Being about a largely unresearched topic, the results in this thesis are relatively subjective. This suggested methodology was used and proved to work to implement Mavenoid models for DEFA EV charging stations but it should be seen as one possible methodology, not the confirmed best methodology.
Syftet med detta examensarbete är att utveckla en metodologi för hur Mavenoids teknologi kan användas till att förbättra kundsupporten för DEFAs elbilsladdare. Mavenoid är ett företag som hjälper andra företag att automatisera kundsupport, särskilt felsökning. Detta görs med Mavenoidmodeller, interaktiva självhjälpsverktyg som guidar slutanvändare utan teknisk kunskap genom felsökningsprocessen. Mavenoidmodeller ger värde både genom att slutanvändaren löser problemet på egen hand genom att använda modellen (deflection) och genom att samla relevant information om problemet innan ärendet eskaleras till teknisk support (triage). Den huvudsakliga metoden för att utveckla metodologin var att lära genom att göra, faktiskt implementera Mavenoidmodeller och göra de tillgängliga för slutanvändare på DEFA: s hemsida. Detta kompletterades med en litteraturöversikt, intervjuer och dataanalys av hur modellerna användes. Den föreslagna metodologin är att iterativt följa stegen besluta vilka modeller som ska byggas, prioritera inom dessa modeller, bygga modellerna, analysera data från dem och kontinuerligt förbättra modellerna. För att bestämma modeller, utvärdera DEFAs supportsituation noggrant för att bestämma var Mavenoid-modellerna skulle ha störst inverkan. Tvinga dig själv att göra kvantitativa antaganden för att uppskatta en återbetalningstid för varje möjlig modell. För varje modell ska du noggrant prioritera vad du ska inkludera och var fokus ska vara genom att använda uppskattningar av frekvens, värde och tid att modellera. Bygg modellerna för att maximera deflection och triage och minimera övergivna sessioner. Samla och analysera data från modellerna och använd denna information för att förbättra modellerna. För att prioritera mellan möjliga förbättringar, tvinga dig själv att göra kvantitativa antaganden om värde och tid att modellera och rangordna förbättringar efter återbetalningstid. Begränsa de förbättringar du gör antingen utifrån tillgänglig tid eller önskad återbetalningstid. Den potentiella affärsmöjligheten mellan Mavenoid och dess kunder är mer attraktiv ju fler supportärenden kunden har och ju större andel slutanvändare som använder Mavenoid. Affärsmöjligheten varierar kraftigt med antaganden som är mycket svåra att uppskatta i början av ett projekt att implementera Mavenoidmodeller. Detta indikerar att Mavenoidmodeller bör implementeras steg för steg och antaganden uppdateras när mer data finns tillgängligt. Implementering av Mavenoid-modeller kan vara både positivt och negativt sett till hållbar utveckling. De kan uppmuntra människor att reparera produkter istället för att byta ut dem, skala upp förnybar energiteknologi snabbare och ta bort tråkiga och repetitiva uppgifter från teknisk support. Å andra sidan kanske de inte uppskattas av alla slutanvändare, kan leda till ökad elförbrukning och potentiell arbetslöshet för de som jobbar inom teknisk support. Eftersom examensarbetet handlar om ett relativt outforskat ämne är resultaten relativt subjektiva. Denna föreslagna metodologi användes och visade sig fungera för att implementera Mavenoidmodeller för DEFAs elbilsladdare men den bör ses som en möjlig metodologi, inte den bekräftat bästa metodologin.

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Saeid, Bawan, and Elma Macanovic. "Self-Service Technologies : What Influences Customers to Use Them?" Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-65136.

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Background: The society has changed and become increasingly characterized by technology-facilitated interactions. Companies are starting to make use of self-service. technologies (SSTs), instead of interpersonal encounters during service deliveries. Customers’ usage of SSTs has been examined in previous research. However, previous studies have ignored the fact that different types of SSTs have different factors that influence customer's experience and decision to use them, increasing the relevance of examining one specific SST, namely private SST to achieve more accurate results regarding what specific factors that influences customer decision to use this type of SST. The reason for choosing private SSTs is not only because it is the most recent type of SST, it is also the type of SST that develops continuously with the increased use of the Internet and the World Wide Web. Purpose: The purpose of this research is to identify the most important factors influencing customers to use private SST. Research Questions:- What value judgement influences customers to use private SSTs the most? - What factors influences customers’ value judgements? Methodology: This research takes on a quantitative approach with an explanatory research design. The chosen data collection method is performed through one independent survey. Conclusion: Hedonic and utilitarian value judgements have a positive relationship towards customer's decision to use private SSTs. The utilitarian value judgements have a greater impact on customer's decision to make use of private SSTs, in comparison to the hedonic value judgements. However, hedonic value judgements can still be considered as an important factor in influencing customer's decision to use private SSTs, as the hedonic value judgements still have a relatively strong impact on customer's decision to use private SSTs.

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Loukas, Georgios. "Defence against denial of service in self-aware networks." Thesis, Imperial College London, 2006. http://hdl.handle.net/10044/1/11531.

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Wei, Shuqin. "CUSTOMERS' EMOTIONAL AND COPING RESPONSES TO SERVICE FAILURES: THE ROLE OF SELF-CONGRUENCE." OpenSIUC, 2014. https://opensiuc.lib.siu.edu/dissertations/877.

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Because service failures are inevitable, marketing researchers have devoted considerable attention to the negative consequences of service failure and corresponding service recovery strategies. Previous research has overwhelmingly focused on customers' cognitive, coping, and behavioral reactions to failures. However, more recently, researchers have suggested that emotions may underlie the effects of customers' cognitive responses on their coping and behavioral responses. Despite the increased attention paid to the emotional dimension of customers' responses, the literature has not differentiated between different types of negative emotions. However, the appropriateness of service recovery strategies may rely on differentiating between similarly valenced emotions, because distinct emotions may require different recovery strategies. From a perspective of self-congruence theory, this dissertation contributes to the extant literature by investigating why customers experience distinct negative emotions - basic emotions (e.g., anger) and self-conscious emotions (e.g., shame) - in the context of service failure. Since emotions may influence coping and behavioral responses, distinct sets of coping responses (problem-solving vs. vindictive complaining and support-seeking vs. vindictive negative word of mouth) and behavioral intentions are also explored. Through two experiments, this dissertation provides support for the proposition that different forms of self-congruence evoke different sets of emotional and coping responses. Furthermore, drawing on self-awareness theory, this dissertation provides evidence for the proposition that the mechanisms underlying these observed patterns are distinct. Specifically, when service failures are involved, actual self-congruence and ideal self-congruence differentially trigger public self-awareness and private self-awareness and the different forms of self-awareness mediate the effect of self-congruence on customers' emotions.

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Eriksson, Else-Maj, and Peter Shebli. "Self-Service Business Intelligence verktyg – möjligheter ochbegränsningar : En jämförelse av teorier om Self-Service Business Intelligence verktyg och praktiska resultat av verktyget PowerPivot." Thesis, Högskolan Dalarna, Informatik, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:du-5595.

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Inom Business Intelligence har begreppet Self-Service Business Intelligence (Self-Service BI) vuxit fram. Self-Service BI omfattar verktyg vilka möjliggör för slutanvändare att göra analyser och skapa rapporter utan teknisk support. Ett av dessa verktyg är Microsoft PowerPivot.På Transportstyrelsens Järnvägsavdelning finns behov av ett Self-Service BI-verktyg. Vi fick i uppdrag av Sogeti att undersöka om PowerPivot var ett lämpligt verktyg för Transportstyrelsen. Målet med uppsatsen har varit att testa vilka tekniska möjligheter och begränsningar PowerPivot har samt huruvida PowerPivot är användbart för Transportstyrelsen.För att få en djupare förståelse för Self-Service BI har vi kartlagt vilka möjligheter och begränsningar med Self-Service BI-verktyg som finns beskrivna i litteraturen. Vi har sedan jämfört dessa med våra testresultat vilket har varit syftet med uppsatsen.Resultatet av testerna har visat att Transportstyrelsens Järnvägsavdelning initialt behöver teknisk support för att använda PowerPivot. Testerna har även visat att vissa av Transportstyrelsens krav inte kan uppfyllas. Detta minskar användbarheten för Transportstyrelsen.Vidare har vi kommit fram till att Self-Service BI inte alltid är enkelt att använda för slutanvändare utan teknisk support. Resultatet visar även att det krävs en BI-infrastruktur för att enkelt skapa rapporter med god kvalitet och högsta möjliga korrekthet.

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Wang, Jinhui. "Technology-based self-service and its impact on service firm performance : a resource-based perspective /." Luleå : Luleå tekniska universitet/Industriell ekonomi och samhällsvetenskap/Industrial marketing and e-commerce, 2007. http://epubl.ltu.se/1402-1544/2007/72/.

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Sklenář, Ondřej. "Nástroje Business Intelligence - analýza trhu nástrojů Self-service Business Intelligence." Master's thesis, Vysoká škola ekonomická v Praze, 2014. http://www.nusl.cz/ntk/nusl-192447.

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The diploma thesis is focused on a specific area of self-service business intelligence. The advantage of this approach to the business intelligence is reduction of demands on IT development and using tools by end users. They can generate reports and outputs according to their requirements during the relevant time period. The theoretical part is dedicated to illustrate this concept with all benefits and risks. Furthermore, it describes trends occurring in the domain of business intelligence. These trends transcend outline the domain of business intelligence and are valid throughout IT. The practical part is dedicated to the analysis market of self-service business intelligence tools. On basis of established criteria are then compared these tools and deduced general conclusions regarding their functionality. Then, by using three selected tools is created comprehensive business intelligence task with the aim of clarifying a degree of self-service for these instruments. The main benefit of this thesis is based in the integrated analysis of market self-service business intelligence tools and determination of their functionality.

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Er, Ece. "Self-efficacy Levels Of Pre-service Teachers And Its Predictors." Master's thesis, METU, 2009. http://etd.lib.metu.edu.tr/upload/2/12611275/index.pdf.

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The present study aimed to investigate the self-efficacy levels of prospective teachers and to examine whether attitude towards teaching, competency in subject matter, mentor teacher - student teacher relationship and being a graduate of Anatolian Teacher High School (ATHS) predicted prospective teachers&rsquo
self-efficacy for teaching regarding classroom management, student engagement and instructional strategies. Participants of the study were 179 fourth year prospective teachers of English studying at the Foreign Language Education Departments of Gazi University, Middle East Technical University and Hacettepe University. Data was collected through (1) Teachers&rsquo
Sense of Efficacy Scale (Tschannen-Moran &
Hoy, 2001), (2) Relationship with Your Mentor Scale (Capa &
Loadman, 2004), (3) Scale for Students&rsquo
Attitudes Towards the Teaching Profession (Semerci, 1999). Data analysis was conducted using the statistical software SPSS 15.0. Results of the study revealed that the prospective teachers of English feel quite positive about teaching when their self-efficacy composite scores were considered. In relation to the self efficacy levels of prospective teachers regarding classroom management, student engagement and instructional strategies, the results of this study showed that pre-service teachers of English believe that they are more efficacious in applying instructional strategies than they are in engaging students and they are found to be the least efficacious in managing the classroom. According to the results attained through hierarchical regression analyses, attitude towards teaching variable significantly predicted self-efficacy composite scores, efficacy scores for student engagement, classroom management and instructional strategies. Self-efficacy composite scores and efficacy for instructional strategies were significantly predicted by the competency in subject matter variable. Mentor teacher-student teacher relationship variable predicted only the efficacy for student engagement scores and finally the findings indicated that being a graduate of ATHSs was a significant predictor for neither efficacy belief composite scores nor the subscales. Findings were discussed in the light of the literature and implications of the findings and recommendations for practice and further research have been presented.

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Adam, Constantin. "Scalable Self-Organizing Server Clusters with Quality of Service Objectives." Licentiate thesis, KTH, School of Electrical Engineering (EES), 2005. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-272.

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Advanced architectures for cluster-based services that have been recently proposed allow for service differentiation, server overload control and high utilization of resources. These systems, however, rely on centralized functions, which limit their ability to scale and to tolerate faults. In addition, they do not have built-in architectural support for automatic reconfiguration in case of failures or addition/removal of system components.

Recent research in peer-to-peer systems and distributed management has demonstrated the potential benefits of decentralized over centralized designs: a decentralized design can reduce the configuration complexity of a system and increase its scalability and fault tolerance.

This research focuses on introducing self-management capabilities into the design of cluster-based services. Its intended benefits are to make service platforms dynamically adapt to the needs of customers and to environment changes, while giving the service providers the capability to adjust operational policies at run-time.

We have developed a decentralized design that efficiently allocates resources among multiple services inside a server cluster. The design combines the advantages of both centralized and decentralized architectures. It allows associating a set of QoS objectives with each service. In case of overload or failures, the quality of service degrades in a controllable manner. We have evaluated the performance of our design through extensive simulations. The results have been compared with performance characteristics of ideal systems.

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Adam, Constantin M. "Scalable self-organizing server clusters with quality of service objectives /." Stockholm, 2005. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-272.

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He, Man. "Employee self service." Thesis, 2003. http://spectrum.library.concordia.ca/2067/1/MQ77988.pdf.

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An Employee Self Service System (ESSS) has been designed and implemented using Microsoft Visual C++ and Microsoft Distributed Component Object Model (DCOM). The ESSS is a real time, three-tier (presentation, application, and data), distributed application capable of running on a configurable number of personal computers. It allows users to view, change, and update their employment-related information, such as personal information, benefit selections, and retirement contributions. To support data efficiency, the database is fully controlled by the data-tier. To support network efficiency, data storage is provided by the application-tier for the frequently requested data. To support user efficiency, the users are provided with a single-window user interface that covers all the functions needed to perform a user task. An in-depth description of DCOM technology is also provided with this report.

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Lee, Li-Ya, and 李麗雅. "Self-Service Technology Application in Public Service." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/42800381229798896489.

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碩士
元智大學
資訊管理學系
95
In recent years various governmental agencies have been promoting self-service technology such as phone, internet, and Kiosk, etc. It is hoped that these technologies will help the public better help themselves, enhance quality of service, and reduce service cost. Using case studies, this paper attempts to: • evaluate governmental agencies’ implementation of self-service technology. • discuss usage preferences among demographic groups. • understand the true demand of the public. • serve as a reference for agencies when they promote e-government services. This research examines the relationship between vehicle owners’ profile and their preference for self-service technology. To see whether vehicle owners’ profile and payment information is related to the type of self-service technology chosen, , 172,215 records of vehicle owners’ data were studied. (The data do not include personal information such as car owners’ driver’s license and car license plate) from the database of A institute. The following conclusions were drawn: 1、Telephone is the most popular type of self-service technology, followed closely by internet payment. Use of Kiosk payments is a distant third. 2、Conclusions from analysis of vehicle owners’ profile data： • Males prefer to use internet payment than females, and females use phone and Kiosk payment services more than males. • Younger people use internet payment services more than older people. • Heavy motorcycle owners prefer to use internet payment, and commercial vehicle owners prefer to use phone payment. In general, age is the biggest difference in choosing the type of self-service technology used; the next is vehicle type. 3、Findings from analysis of payment data • The majority use credit cards to make vehicle payment; and most card users pay through internet instead of phone services. • More people pay fuel fee by phone services and fines by internet services. Also, when the amount is high, less people use internet payment. • Regarding payment services used according to the time of day, most people use phone services between 8 am and 3pm. From 12am to 7am, most people use internet services. In general, the kind of payment is the biggest difference in choosing the type of self-service technology used. The next is the payment amount. The findings of this research lead to the following suggestions to governmental agencies and program designers: 1、Suggestions to governmental agencies: (1)Market differently to different user groups. (2)Provide incentives for people to use self-service technology through promotions such as discount. (3)Banks may be encouraged to participate in Kiosk use, thus increasing the number of service locations. 2、 Suggestions to program designers: (1)Combine internet payment and actual payment card security check to ensure payment transaction security. (2)Combine related web pages and provide the public with payment service in one simple step.

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Abreu, Eduardo Cardoso de. "Self-Service Business Intelligence." Dissertação, 2016. https://hdl.handle.net/10216/89927.

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Os sistemas de gestão da produção nas empresas industriais produzem grandes quantidades de dados, mas de onde nem sempre é fácil retirar os indicadores necessários à tomada de decisão. A resolução deste problema é o objetivo das ferramentas de processamento analítico (Business Intelligence), que extraem a informação relevante dos sistemas operacionais e produzem os relatórios pedidos pelos gestores, mas, muitas vezes, recorrendo ao auxílio de especialistas.A necessidade de ter um departamento de TI como intermediário gera atrasos, reduzindo a capacidade de decisão da empresa, pelo que houve a necessidade de criar ferramentas de Self-Service Business Intelligence (SSBI). Estas permitem que colaboradores sem conhecimentos de TI consigam interrogar a base de dados, obtendo a informação que desejam de imediato, para além de poderem explorar mais e melhor a informação armazenada.A Critical Manufacturing (CMF), empresa onde esta dissertação foi realizada, é uma empresa de desenvolvimento de software com soluções gerais de BI e SSBI para o seu sistema de gestão de linhas de produção (MES) cmNavigo. No entanto, há muitas empresas sem disponibilidade financeira para adquirir estas soluções, pelos custos consideráveis no licenciamento e infraestrutura, mas que, mesmo assim, pretendem obter alguns dos seus benefícios.O objetivo desta dissertação é integrar no cmNavigo uma ferramenta protótipo de SSBI, que permita a não especialistas interrogar os dados e produzir dashboards através de uma interface gráfica. Para isso, selecionam-se algumas ferramentas de SSBI e de construção e visualização de dashboards e avaliam-se as suas abordagens, funcionalidades, vantagens e desvantagens, determinando-se qual o melhor caminho a tomar para o projeto. Escolhida a ferramenta, são estudadas abordagens diferentes à implementação de um modelo de dados simplificado, que permitem ao utilizador final a interação com os dados que considere mais relevantes.
The production management systems in industrial companies produce large amounts of data, but it is not always easy to take the necessary indicators for decision making. Solving this issue is the purpose of analytical processing tools (Business Intelligence), that extract relevant information from the operating systems and produce the reports requested by the managers, but frequently using the help of experts.The need to have an IT department as an intermediary generates delays, reducing the company's decision-making capacity, so there was a need to create tools of Self-Service Business Intelligence (SSBI). These allow employees without IT knowledge to interrogate the database, obtaining the information they desire immediately, in addition to being able to better explore the information stored.Critical Manufacturing (CMF), the company where this dissertation was made, is a software development company with general BI and SSBI solutions for its own production management system (MES) cmNAVIGO. However, there are many companies without the funds to purchase these solutions, due to the considerable costs in licensing and infrastructure, but nevertheless wish to obtain some of their benefits.The aim of this work is to integrate one SSBI prototype tool into cmNAVIGO, allowing non-experts to interrogate the data and produce dashboards through a graphical interface. To do this, some tools SSBI and dashboard builders were selected and evaluated on their approaches, features, advantages and disadvantages, to determine the best path for the project. With the tool chosen, different approaches to the implementation of a simplified data model were studied, allowing the end user to interact with the data he considers most relevant.

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45

Abreu, Eduardo Cardoso de. "Self-Service Business Intelligence." Master's thesis, 2016. https://hdl.handle.net/10216/89927.

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Os sistemas de gestão da produção nas empresas industriais produzem grandes quantidades de dados, mas de onde nem sempre é fácil retirar os indicadores necessários à tomada de decisão. A resolução deste problema é o objetivo das ferramentas de processamento analítico (Business Intelligence), que extraem a informação relevante dos sistemas operacionais e produzem os relatórios pedidos pelos gestores, mas, muitas vezes, recorrendo ao auxílio de especialistas.A necessidade de ter um departamento de TI como intermediário gera atrasos, reduzindo a capacidade de decisão da empresa, pelo que houve a necessidade de criar ferramentas de Self-Service Business Intelligence (SSBI). Estas permitem que colaboradores sem conhecimentos de TI consigam interrogar a base de dados, obtendo a informação que desejam de imediato, para além de poderem explorar mais e melhor a informação armazenada.A Critical Manufacturing (CMF), empresa onde esta dissertação foi realizada, é uma empresa de desenvolvimento de software com soluções gerais de BI e SSBI para o seu sistema de gestão de linhas de produção (MES) cmNavigo. No entanto, há muitas empresas sem disponibilidade financeira para adquirir estas soluções, pelos custos consideráveis no licenciamento e infraestrutura, mas que, mesmo assim, pretendem obter alguns dos seus benefícios.O objetivo desta dissertação é integrar no cmNavigo uma ferramenta protótipo de SSBI, que permita a não especialistas interrogar os dados e produzir dashboards através de uma interface gráfica. Para isso, selecionam-se algumas ferramentas de SSBI e de construção e visualização de dashboards e avaliam-se as suas abordagens, funcionalidades, vantagens e desvantagens, determinando-se qual o melhor caminho a tomar para o projeto. Escolhida a ferramenta, são estudadas abordagens diferentes à implementação de um modelo de dados simplificado, que permitem ao utilizador final a interação com os dados que considere mais relevantes.
The production management systems in industrial companies produce large amounts of data, but it is not always easy to take the necessary indicators for decision making. Solving this issue is the purpose of analytical processing tools (Business Intelligence), that extract relevant information from the operating systems and produce the reports requested by the managers, but frequently using the help of experts.The need to have an IT department as an intermediary generates delays, reducing the company's decision-making capacity, so there was a need to create tools of Self-Service Business Intelligence (SSBI). These allow employees without IT knowledge to interrogate the database, obtaining the information they desire immediately, in addition to being able to better explore the information stored.Critical Manufacturing (CMF), the company where this dissertation was made, is a software development company with general BI and SSBI solutions for its own production management system (MES) cmNAVIGO. However, there are many companies without the funds to purchase these solutions, due to the considerable costs in licensing and infrastructure, but nevertheless wish to obtain some of their benefits.The aim of this work is to integrate one SSBI prototype tool into cmNAVIGO, allowing non-experts to interrogate the data and produce dashboards through a graphical interface. To do this, some tools SSBI and dashboard builders were selected and evaluated on their approaches, features, advantages and disadvantages, to determine the best path for the project. With the tool chosen, different approaches to the implementation of a simplified data model were studied, allowing the end user to interact with the data he considers most relevant.

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Liu, Chia-hung, and 劉泇宏. "Service quality in self-service technologies:Consequences and Implications." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/53586383377717591443.

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碩士
國立高雄第一科技大學
服務科學管理研究所
101
This study aims to investigate the relevance between service quality of self-service technology, customer satisfaction and customer behavioral intention to use self-service technology. In addition, adding customer characteristics (technology anxiety and age) as moderating variables to explore whether the consumer will be affected. The study used convenience sampling, a total of 382 samples were analyzed. Moreover, structural equation modeling is used to test model fit and hypothesis relationships. In the method of the test section, according to Baron and Kenny (1986) method to verify the moderating effect and the mediating effects between self-service technology’s service quality, customer satisfaction and customer behavioral intentions. The study result shows that the impact of customer satisfaction’s on behavioral intentions is larger than directly effect of service quality on behavioral intentions, which means companies should allocate more resources to focus on customer satisfaction when they improve service quality of self-service technology. With interference effects section, technology anxiety and age both have negative interference on service quality to customer satisfaction and behavioral intentions. In other words, both technology anxieties and age factors will lower customer satisfaction and behavioral intentions. Future research objects can extend to enterprise managers or employees, integrate from different perspectives, and compare survey findings from different industries or different self-service technologies.

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47

郭獻元. "Modeling the Service Quality of Self-Service Technologies." Thesis, 2003. http://ndltd.ncl.edu.tw/handle/21578095311510647523.

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碩士
國立臺灣科技大學
企業管理系
91
The constantly increasing labor costs are causing service firms to examine delivery options that allow consumers to perform services for themselves. The development in information technology make that more service operations can be transformed from manual operations to automated self-service systems. However, there has been relatively little empirical and quantitative research about self-service technology (SST). The purpose of this study is to examine the key factors that influence service quality of self-service technology (SST-QUAL) and the relationships among technology readiness, SST-QUAL, Satisfaction of SST, and Loyalty of SST. The key issues of the research are as followed: 1.Examine the key factors that consist of service quality of self-service technology (SST-QUAL). 2.Examine the relationship between technology readiness and SST-QUAL. 3.Examine the relationship between SST-QUAL and Satisfaction of SST. 4.Examine the relationship between SST-QUAL and Loyalty of SST. 5.Examine the relationship between Satisfaction of SST and Loyalty of SST

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Chen, Chang-Chieh, and 陳章傑. "Self-Service Bar Business Plan." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/10275529971392314215.

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碩士
國立臺灣大學
企業管理碩士專班
103
Bardi''s is a new self-service beer tavern featuring more than 50''s of craft, specialty and imported beers from breweries all over the world. Bardi''s will be located near the campus of NTU (National Taiwan University) and NTNU (National Taiwan Normal University), and will be serving the universities, Shi-da and Gong-guan community with a wide selection of premium beers for the discerning beer connoisseur. Bardi''s is a great place to unwind and socialize with friends, combining an inviting atmosphere with a vast selection of beers. The mission is not only to have great tasting beers, but provide an efficient and intriguing self-service style for customers to relax under a “pressure-relieving” environment.

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CHEN, CHEN-LING, and 陳貞翎. "Accepting Self-Service Hotel: Service Innovation Model and UTAUT." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/694s4w.

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LEE, CHIEN-WEI, and 李建緯. "A Study of Self-Service Technology and Consumer Acceptance: A case of Self-Service Restaurant System." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/8jz94z.

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碩士
國立雲林科技大學
企業管理系
105
Under the era of rapid technological development, self-service technology (SSTs) in Taiwan has gradually popularized. On the other hands, because the self-service restaurant system is a solution to overcome the problem of rising labor costs caused by policy. Moreover, due to the introduction of self-service restaurant system, the interaction between customer and shop as changed from “people to people” to “people to machine” during the ordering process. This study is going to explore whether the user's acceptance of the self-service restaurant system have relevant relationship with four factors of the technology acceptance model (TAM): the attitude toward using, perceived usefulness, perceived ease of use, and behavioral intention. The user's acceptance will be impacted by two factors of the technology Readiness Index that been a disturbance variable in this study: the progress of technology (Optimism and Innovation), and negative technology to prepare (Discomfort and Insecurity). Research hypothesis is based on the theory of TAM and focus on the impact of technology itself on "Attitude toward Using" and "Behavioral Intentions”. The research method is questionnaire survey on the catering industry as the subject and there are 132 valid questionnaires collected from convenience sampling, and take respondents who used to use self-service restaurant system as object. After SPSS analyzed, the study found that two following points: 1.There is positively related relationship among four factors: “Attitude toward Using”, “Perceived Usefulness”, “Perceived Ease of Use”, and “Behavioral Intention to use”. In other words, users think that if the self-service restaurant system is simpler and easier to use, they will feel they can get more benefits by the using self-service restaurant system; if the users have a more positive attitude for the self-service restaurant system, it will enhance their usage intention 2.In the term of interference variable, “Positive Technology Readiness Index” has a significant interference effect in “Technology Acceptance Model”. “Negative Technology Readiness Index” has no significant interference effect in “Technology Acceptance Model “In other words, consumers who have an optimism and innovation on using self-service restaurant system will be more receptive to use the self-service restaurant system.

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Dissertations / Theses on the topic 'Self-service'

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