Journal articles on the topic 'Service delivery capability'
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Koç, Hasan, Kurt Sandkuhl, Janis Stirna, and Jan-Christain Kuhr. "Capability as a Service." International Journal of Information Systems in the Service Sector 10, no. 3 (July 2018): 64–84. http://dx.doi.org/10.4018/ijisss.2018070104.
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Modern enterprises have to respond to the challenge of changing competitive situations by being able to adapt their business models and the supporting IT systems. Service-orientation and cloud computing offer established approaches for achieving flexibility in the use of computing resources and sourcing strategies. This requires promoting systematic development and management of capabilities to key activities. To ease the adaptation of business services to changed business needs a complementary abstraction layer, namely, “Capability as a Service” (CaaS) should be considered. The primary purpose of this layer is to support the capture and representation of the factors that are decisive for flexibility in business services. The main contributions of this paper are (1) motivating the additional capability-focused abstraction layer by an industrial application case, (2) the concept of CaaS including methodical aspects and technology for delivery, and (3) an initial model of capabilities for the industrial application case from utilities sector.
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MASON, CLAIRE, ANNELIESE SPINKS, STEFAN HAJKOWICZ, and LIZ HOBMAN. "Exploring the Contribution of Frontline Welfare Service Delivery to Capability Development in Australia." Journal of Social Policy 43, no. 3 (April 15, 2014): 635–53. http://dx.doi.org/10.1017/s0047279414000087.
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AbstractThis study explores how interactions between frontline welfare service delivery employees and recipients are seen to affect welfare recipients’ capabilities. Seventeen employees and fifty-two welfare recipients from the Australian Department of Human Services were interviewed regarding their service delivery experiences. Interviews were transcribed and participants’ descriptions of the outcomes achieved from welfare service delivery interactions were analysed to determine the major themes. Burchardt and Vizard's (2007) capability list captured many of the effects described by participants, particularly the capability domains labelled ‘Individual, family and social life’, ‘Education and learning’, ‘Standard of living’, ‘Health’ and ‘Productive and valued activities’. Other outcomes were described by participants that might represent early indicators of positive or negative impact. Our findings suggest that welfare service delivery can both promote and impair capability development for welfare recipients.
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Acharya, Keshav Kumar. "Evaluating Institutional Capability of Nepali Grassroots Organizations for Service Delivery Functions." Dhaulagiri Journal of Sociology and Anthropology 11 (December 31, 2017): 60–95. http://dx.doi.org/10.3126/dsaj.v11i0.18823.
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Grassroots organizations are well situated to deliver the services and implement the development activities at community level in Nepal. The development of grassroots organizations on the one hand enables the effective service delivery while it enhances community governance system on the other. This study analyses the institutional capability of grassroots level organizations in relation to their service delivery and the study is based on primary and secondary data. One hundred and ten grassroots level organizations were chosen for organizational survey, and three focus group discussions were employed to supplement survey data. The Composite Index (CI) method was employed to analyze the data that shows overall capability of grassroots organizations remained efficient (CI = 0.77). Empirical findings indicate that many grassroots organizations were more committed to work as agents of change through institutional norms, rules and values. Nevertheless, some grassroots organizations were facing institutional crises, influenced by socio-economic power structure, and resource paucity. Following the discussion of results, this study recommends governance measure for efficient capability of grassroots organizations.Dhaulagiri Journal of Sociology and Anthropology Vol.11, 2017; 60-95
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Li, Feng, Zhi-Ping Fan, Bing-Bing Cao, and Hai-Mei Lv. "The Logistics Service Mode Selection for Last Mile Delivery Considering Delivery Service Cost and Capability." Sustainability 12, no. 19 (September 30, 2020): 8080. http://dx.doi.org/10.3390/su12198080.
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The last mile delivery service is an important part in the logistics service process of express enterprises. How to select a suitable logistics service mode for last mile delivery to maximize the delivery service capacity and minimize delivery service cost is a noteworthy problem, but studies on this problem are still lacking. In this paper, we first analyze three potential logistics service modes for last mile delivery, i.e., self-run mode, outsourcing mode, and alliance mode, and then propose a selection framework of logistics service mode for last mile delivery based on a two-dimensional matrix decision model according to the two dimensions of delivery service cost advantage and delivery service capability advantage. Next, we give the calculation formulas for the delivery service cost and delivery service capability. Furthermore, we propose a method for logistics service mode selection for last mile delivery according to delivery service costs and delivery service capabilities of three potential logistics service mode. Finally, we show the feasibility and effectiveness of the proposed method by a case analysis.
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Srivastava, Shefali. "Exploring Enablers of Value Co-Creation in the Healthcare Service Delivery." International Journal of Service Science, Management, Engineering, and Technology 12, no. 1 (January 2021): 111–26. http://dx.doi.org/10.4018/ijssmet.2021010107.
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The paper identifies the enablers of value co-creation (VCC) in the healthcare context which in result enhances service delivery capability. A 45-item questionnaire was circulated among service providers in the healthcare system, including doctors, nurses, and system staff all over India. A cross-sectional research design was used to assess the research's framework. A total of 294 valid responses were received. Validity and reliability analyses were performed using SPSSv23 and AMOSv22, and the hypotheses were tested using structural equation modeling. Results reveal that organizational orientation, technology integration and internal service quality (ISQ) are the enablers of value co-creation in healthcare services context from the internal customer perspective. Future researchers may explore the inter-relationships among the enablers of VCC process. The study provides practitioners with suggestions to facilitate service delivery capability by leveraging organizational orientation, technology integration, and ISQ in the VCC process.
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Pan, Wenwen, Guangwei Hu, and Yixin Ma. "Human Factors and E-Government Service Capability." Journal of Electronic Commerce in Organizations 14, no. 2 (April 2016): 46–60. http://dx.doi.org/10.4018/jeco.2016040104.
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The capability of e-government service (EGS) is affected by different organizational factors, including internal and external. Human factor is the most critical internal factor. However, few studies providing minimal anecdotal evidence have examined the relationships between human factors and EGSC. To fill the gap, this paper attempts to conceive and develop confirmatory factor analysis (CFA) models, along with structural equation modeling (SEM), from the perspective of the role, desire, skill, and learning ability of leader, team, and faculty in the process of building and applying e-Gov to investigate the relationships between them. These models explored the mechanism of how human factors affect EGSC and its components. And several valuable findings are concluded based on the empirical data analysis. It is believed that the abovementioned facets are significant for the Chinese local government sectors in designing an effective EGS delivery mechanism and improving their EGSC.
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Agboma, Florence, and Antonio Liotta. "Addressing User Expectations in Mobile Content Delivery." Mobile Information Systems 3, no. 3-4 (2007): 153–64. http://dx.doi.org/10.1155/2007/719840.
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Multimedia services like television programs and live streaming of mobile videos can be delivered to mobile terminals via different access technologies. The question is – how do users perceive such services on mobile terminals? The objective of this study is to find the correlation between video quality thresholds and the user context. Our study reveals the thresholds of user's quality of experience (QoE) in a mobile environment by using different categories of content types, in relation to different access technologies and terminal capability. The mobile terminals used are: – (i) 3G Mobile Phone (ii) Personal Digital Assistant (PDA) and (iii) Laptop. We argue that quality of service (QoS) management should be driven by the user perception of quality rather than resulting from raw engineering parameters such as latency, jitter, bandwidth etc. Our results will be of great interest to network operators, service providers, terminal manufacturers, and researchers working in the area of quality of service management.
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Sung, Inkyung, Matthias Buderath, and Peter Nielsen. "Unpacking the Role of Artificial Intelligence for a Multimodal Service System Design." Electronics 11, no. 4 (February 11, 2022): 549. http://dx.doi.org/10.3390/electronics11040549.
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Since requirements of service demands are becoming increasingly complex and diversified, one of the success factors of a multimodal service system is its capability to design a specific service instance satisfying a specific set of requirements. This capability is further highlighted in Ad Hoc Multimodal Service Systems (AHMSSs), where service instances rarely follow a standard form of service delivery and exist only for a limited time. However, due to the increasing scale and frequency of services in many business and public sectors, meeting the desired level of capability has become troublesome. A well-designed Artificial Intelligence (AI) approach can be a solution to the difficulty by addressing the underlying complexity and uncertainty of the AHMSS design process. To conceptualize and foster AI applications to an AHMSS, this study identifies key decision-making problems in the AHMSS design process and discusses the role of AI in the process. The results will form the basis for AI development and implementation for an AHMSS and relevant service systems.
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Mohd Zawawi, Nur Fadiah, Sazali Abd Wahab, Abu Sofian Yaacob, Naresh Kumar AL Samy, and Syed Ali Fazal. "Measuring the Effectiveness of Road Transportation Logistics Performance in East Malaysia: A Conceptual Model." International Journal of Business and Management 11, no. 4 (March 15, 2016): 110. http://dx.doi.org/10.5539/ijbm.v11n4p110.
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<p>The successful of any tasks or jobs entrusted to logistics service providers is measured by performance. A good performance means the logistics service providers succeed in fulfilling customers’ requirements and perceptions. Among customers’ requirements are delivery of goods on-time, reasonable costs, the safety of their goods and so forth. However, nowadays this performance is being disturbed by road congestion problems due to the flooding of road logistics transportations which are used to deliver products or goods to their customers, together with the addition of public road transportation. As a result, the delivery of customers’ goods is delayed and the operation costs also increased. This hustle and bustle happens since the global manufacturing sector grows dramatically these days. Consignees do not agree with several solutions to this issue, since it is found to be favouring the customers, without any concern to the consignees themselves. Hence, this study adapted several previous models in order to come out with a new model which can prevent delivery delay and reduce operation cost. This is a promise for an effective and efficient logistics service providers’ performance. With regards to the prior literature, the capability of logistics service providers is very valuable to maintain the good performance of a logistics firm, IT implementation is empirically proven as an enabler for time and cost saving, and innovation capability is important in differentiating one firm to another. Hence, it can sustain the competitive performance and advantages. Therefore, the formation of the mentioned variables has constructed a new model for this study which is expected to benefit logistics service providers to improve their services and simultaneously provide a nice picture to potential investors to invest in our country, Malaysia.</p>
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Terziev, Venelin, Vanya Banabakova, and Marin Georgiev. "Developing Customer Service Standards." International conference KNOWLEDGE-BASED ORGANIZATION 24, no. 2 (June 1, 2018): 117–22. http://dx.doi.org/10.1515/kbo-2018-0075.
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Abstract Ensuring effective customer service requires targeted efforts in a number of areas, one of which is to develop service standards for each market segment. Differentiating customer service is achieved by adopting different standards according to the following criteria: availability of assortment varieties and quantities in percentage of orders placed; actually delivered quantities and assortment varieties in percent of the ordered ones; time (cycle) to execute orders in hours or days, and more. The development of service standards uses the results of its analyzes and assessments. Standards relating to customer service should be developed in the following areas: responsibilities of management; quality control system; supplier's obligations; design management; document management; purchase quality; product identification; management of the processes of providing services; customer service quality assessment; management of control, measuring and implementation equipment; corrective actions applied in the case of established discrepancies in the provided services; loading, unloading, storing, packaging, delivery and storage of the product; customer interaction; control over data related to service quality; internal audits related to service quality; personnel training; statistical methods. This paper explores the need and capability to develop customer service standards and provides an algorithm for developing standards for employee behaviour toward customers
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Herzfeldt, Alexander, Sebastian Floerecke, Christoph Ertl, and Helmut Krcmar. "Examining the Antecedents of Cloud Service Profitability." International Journal of Cloud Applications and Computing 9, no. 4 (October 2019): 37–65. http://dx.doi.org/10.4018/ijcac.2019100103.
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In a fast growing but highly competitive market, some cloud service providers are significantly more profitable than others. In particular, numerous providers struggle to scale their cloud service delivery up from a one-time, project-based co-creation model to a platform delivery model, building on reusable resources. This study builds on the service (-dominant) logic and the resource-based view to develop a model of cloud service profitability. It is proposed that profitability results from the ability to manage costs of customer-specific value co-creation and efforts to build reusable resources, which facilitate future customer engagements. The results of a survey with 99 cloud providers show that value co-creation costs indeed mediate the effects of facilitation capability and complexity on cloud service profitability. However, facilitation capability has both direct and mediated effects on profitability. The results provide insights on which factors influence cloud service profitability and which resources should be established before offering a cloud service to future customers.
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Gardner, Robert, Lincoln Bryant, Shawn McKee, Judith Stephen, Ilija Vukotic, Christopher Weaver, and Wenjing Wu. "Towards a NoOps Model for WLCG." EPJ Web of Conferences 245 (2020): 07024. http://dx.doi.org/10.1051/epjconf/202024507024.
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One of the most costly factors in providing a global computing infrastructure such as the WLCG is the human effort in deployment, integration, and operation of the distributed services supporting collaborative computing, data sharing and delivery, and analysis of extreme scale datasets. Furthermore, the time required to roll out global software updates, introduce new service components, or prototype novel systems requiring coordinated deployments across multiple facilities is often increased by communication latencies, staff availability, and in many cases expertise required for operations of bespoke services. While the WLCG (and distributed systems implemented throughout HEP) is a global service platform, it lacks the capability and flexibility of a modern platform-as-a-service including continuous integration/continuous delivery (CI/CD) methods, development-operations capabilities (DevOps, where developers assume a more direct role in the actual production infrastructure), and automation. Most importantly, tooling which reduces required training, bespoke service expertise, and the operational effort throughout the infrastructure, most notably at the resource endpoints (sites), is entirely absent in the current model. In this paper, we explore ideas and questions around potential NoOps models in this context: what is realistic given organizational policies and constraints? How should operational responsibility be organized across teams and facilities? What are the technical gaps? What are the social and cybersecurity challenges? Conversely what advantages does a NoOps model deliver for innovation and for accelerating the pace of delivery of new services needed for the HL-LHC era? We will describe initial work along these lines in the context of providing a data delivery network supporting IRIS-HEP DOMA R&D.
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Hu, Kai-Chieh, Kai-Chieh Chia, Mingying Lu, and Ya-Lan Liang. "Using importance–performance analysis, goal difficulty and the Kano model to prioritize improvements in the quality of home delivery logistics services." International Journal of Logistics Management 33, no. 2 (October 7, 2021): 477–98. http://dx.doi.org/10.1108/ijlm-12-2020-0491.
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PurposeThe purpose of the study is to clarify the quality of home delivery logistics services from the perspectives of customers and provide insight to aid the prioritization of service quality improvements and guide managerial strategic planning.Design/methodology/approachThe study used a three-dimensional model that integrated Kano model, goal difficulty (GD) and importance–performance analysis (IPA) for investigating service quality aspects emphasized by customers and determine which attributes should be prioritized according to an enterprise's resource and capability constraints. Data were collected through questionnaires administered to the customers and managers of five primary home delivery logistics service enterprises and six small to medium-sized enterprises in Taiwan. Improving the quality of home delivery logistics services has become of increased interest for enterprises.FindingsThe three most important attributes, ranked in order of priority for improvement, were the protection of customers' personal information, delivery of products without damage and reasonable compensation standards for product damage. The study concludes that enterprises should prioritize the improvement of these attributes. Implications, detailed explanations and directions for further investigations are also proposed.Originality/valueThe study discusses the importance and relevant satisfaction levels of service quality attributes from the perspective of customers while also considering the limitations of companies' resources and capabilities. The results indicate that the method can be used to identify service quality attributes of home delivery logistics and formulate strategies for enhancing customer satisfaction.
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Amusan, Lere, and Oluwayemisi Adebola Oyekunle. "Conceptualizing innovation management development through organizational learning in the public service: any lessons for developing states?" Problems and Perspectives in Management 14, no. 3 (September 6, 2016): 266–75. http://dx.doi.org/10.21511/ppm.14(3-1).2016.13.
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The present economic realities, the effects of globalization, the thirst for innovation and the public’s demand for improved services have led many developing states to review their approaches to service delivery. Most public service managers and professionals spend most of their time dealing with the day-to-day pressures of delivering services, operating and reporting to senior managers, legislators and agencies. They have little or no time to think about innovation, which would ease the pressures and burdens of service delivery. The intention of this paper is to point out the fact that capacity building is the bedrock of new public management development. This paper proposes that innovation management could be used as a form of organizational learning capability in challenging the maze of diplomacy and negotiation with experienced multinational extractive industries for the benefit of developing states. This could be achieved through excellent public investments and nurturing capability, from which they execute effective innovation processes, leading to new service innovations and processes, and superior service performance results. To achieve this objective, extensive literature on innovation management and organizational learning was consulted and the need for future research. In trying to unpack the discussion in the paper, the New Public Management Theory (NPMT), which is a pro-private sectors human resources management is proposed, though other available theoretical positions are explored taking into consideration the lapses entrenched in NPMT. Keywords: innovation, NPMT, learning culture, public management, developing states, development. JEL Classification: O10
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Dedehouanou, Sènakpon F. A., and Abdrahmane Berthe. "Institutional Arrangements and Education Service Delivery in Primary Schools in Mali." Journal of African Development 15, no. 1 (April 1, 2013): 189–220. http://dx.doi.org/10.5325/jafrideve.15.1.0189.
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Abstract Over the past decade, Mali has been engaged in a process of improving access and quality of education within the framework of the education for all of the Millennium Development Goals. An important aspect of that process is the participative schools' management of local authorities through teachers-parents-students associations. This paper analyzes the role and effectiveness of such institutional arrangement that involve the local community in the governance of primary schools in Mali, using the accountability framework and data from the quantitative service delivery survey implemented in 2005. We find that although information is likely to be available across the entire chain of education service delivery, the capability to sanction or to reward the public primary schools teachers is at the central level. The capability of the local government in terms of enforceability is weakened in private and Médersa schools while it is somewhat strengthened in community schools. A simple OLS regression shows no strong relation between school-based management - through the local community - and primary schools’ performance. The results also suggest that class size, teaching staff and teachers incentives are important to schools' performance.
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Madhani, Pankaj M. "Retail Workforce Sizing Strategy for Enhancing Service Delivery and Store Performance." International Journal of Business Strategy and Automation 2, no. 3 (July 2021): 1–19. http://dx.doi.org/10.4018/ijbsa.20210701.oa1.
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The retail workforce is a strategic lever of the retailer for improving sales growth, market share, and profitability. With optimal retail workforce sizing and structure, customers would get prompt sales assistance and service, shelves should be replenished in a timely manner, store employees should be neither idle nor overstretched, and compensation costs should be managed effectively. Undersizing may hurt retailers in the long run as it affects merchandising capability and customer services, which ultimately hurt store sales and profits. Retail workforce optimization keeps store employees happy, improves customer service, and reduces opportunity costs of lost sales. The research provides various frameworks that outline the impact of undersizing in retail stores on sales and profitability and provides a methodology to determine the optimal workforce size. The research also provides an illustration with various scenarios to investigate whether a retail store is understaffed and calculates the financial impact of undersizing on revenue and profitability.
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Leiren, Merethe Dotterud, Andrej Christian Lindholst, Ingjerd Solfjeld, and Thomas Barfoed Randrup. "Capability versus efficiency: contracting out park and road services in Norway." International Journal of Public Sector Management 29, no. 5 (July 11, 2016): 474–87. http://dx.doi.org/10.1108/ijpsm-02-2016-0023.
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Purpose – The purpose of this paper is to provide insights into the extent of, rationales for and outcomes of contracting out in the local road and park sectors in Norway. For understanding the use of contracting out in local governments, it highlights the relevance of the capability perspective in organisational literature as an alternative to the standard efficiency perspective. Design/methodology/approach – The paper draws on four expert interviews and survey data gathered from park and road managers in Norwegian municipalities in 2015. Findings – The study suggests that Norwegian municipalities primarily contract out park and road maintenance services when they do not have the capability to perform these services themselves. Cost concerns are also highlighted but of less importance. Moreover, lack of competition renders the use of contracting out as a potentially costly and less satisfying arrangement for organising service delivery. Research limitations/implications – While the scope is limited to one country, Norway, future research may benefit from the theoretical perspectives, which have been used. Practical implications – Policy guidelines should support a flexible use of various arrangements for service provision. Originality/value – The dominating view among proponents of marketisation in the public sector suggests that contracting out to private contractors is undertaken to enhance economic efficiency compared to keeping service production in-house. This study suggests that this is not always the case – even in “most likely” sectors such as park and road maintenance.
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Siregar, Hezlisyah, Arif Imam Suroso, Hermanto Siregar, and Setiadi Djohar. "Enhancing Operational Performance of Indonesia Pine Chemical Industry Through Delivery Improvement." International Journal of Sustainable Development and Planning 17, no. 6 (October 21, 2022): 1923–29. http://dx.doi.org/10.18280/ijsdp.170627.
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Pine chemical products, namely gum rosin and turpentine oil have become one of the main exported non-timber forest products (NTFPs) from Indonesia. As the biggest pine chemical producer in Indonesia, a State Owned Enterprise named Perum Perhutani is required to operate at its optimum capability. Hence, this study aims to identify and measure some dimensions of operational capability that have the most influence on increasing the export performance of Perhutani. The data are collected through online survey from 207 Perhutani employees who work in pine chemical production lines. Four-point Likert Scale questionnaires are employed to collect the data regarding respondent’s perception on seven dimensions of operational capability, namely Cost, Quality, Delivery, Flexibility, Service, Innovation, and Sustainability. R statistics software is selected to run the tests. By adopting Tukey HSD, a multiple pairwise-comparison technique, Delivery is rated as the most important dimension to enhance export performance. It is significantly proven to have the highest mean score. Another finding indicates that Delivery is found to have fair to moderate correlation to other dimension which directly involved in supply chain activities, i.e. Cost, Quality, Flexibility, and Service. Therefore, this study demonstrates a need for Perhutani top management to set minimum and expected targets of some key indicators of Delivery performance such as on-time delivery, delivery accuracy, length of lead-time, and safe inventory level. The higher the rate of on-time and in-full (OTIF) delivery fulfilled, the higher the opportunity to achieve a better export performance of pine chemical products.
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Wilkinson, Shelley A., Leyanne Duncan, Catherine Barrett, Robin Turnbull, and Sally McCray. "Mapping of allied health service capacity for maternity and neonatal services in the southern Queensland health service district." Australian Health Review 37, no. 5 (2013): 614. http://dx.doi.org/10.1071/ah13047.
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Objective Allied health professionals (AHPs) in maternity and neonatology services are essential for quality care and outcomes, reflected in the minimum service delivery requirements in the Queensland Health clinical services capability framework (CSCF). However, allied health (AH) capacity across the Southern Queensland Health Service Districts (SQHSD) is not known. The aim of this project was to redress this knowledge gap to inform ongoing service planning and delivery. Methods Maternity and neonatal AH clinicians in all birthing facilities in SQHSD were surveyed between October and December 2011 to investigate AHP staffing, practices and models of care. The professions surveyed included dietitians, occupational therapists, physiotherapists, psychologists, social workers and speech pathologists. Results were grouped per question, with stratification by CSCF and/or profession. Results Fifty-five valid surveys from the 16 facilities were received. All professions were represented. Gaps in maternity AH services were identified. Awareness and use of evidence-based practices were more likely to be reported where higher full-time equivalents (FTE) were allocated. Conclusion Very low staffing levels have been recorded in all Maternity and Neonatology Services AHPs in the SQHSD. Gaps exist between actual and recommended CSCF staffing standards across all levels and professions. The results indicate that profession-specific support networks for AHPs have positive effects in the spreading of information, and continued promotion, support and involvement in these profession-specific networks is suggested for all facilities. What is known about the topic? Maternity and neonatology service allied health (AH) professionals provide essential services for quality maternal and infant care and outcomes, reflected in their inclusion in several Queensland Health maternity and neonatal clinical guidelines. Queensland Health has also released a clinical services capability framework, which outlines minimum requirements for the provision of health services in Queensland public facilities, including minimum service and workforce structure. These include AH staff in the provision of key elements of care. What does the paper add? Staffing levels and description of models of care for AH professionals across the (former) Southern Queensland Health Service District is not known. This paper describes the outcome of a mapping process that provides a clear picture of AH staffing levels and service gaps, models of care in use, and models of care or resources that may be shared within the network for the professions of nutrition and dietetics, occupational therapy, physiotherapy, psychology, social work and speech pathology. What are the implications for practitioners? This profile of AH practitioners across the district provides a baseline reference that may prove useful for future planning of maternity and neonatology services in Queensland Health. Very low levels of staffing were identified and the staffing requirements outlined in the clinical services capability framework was not met at some sites. The results indicate that profession-specific support networks for AH practitioners have positive effects in the spreading of information; in addition, the continued promotion, support and involvement in these profession-specific networks are suggested for all facilities.
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Nandi, Arnab, and Sumit Kundu. "Energy Efficient Packet Data Service in Wireless Sensor Network in Presence of Rayleigh Fading." International Journal of Grid and High Performance Computing 3, no. 3 (July 2011): 31–44. http://dx.doi.org/10.4018/jghpc.2011070103.
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Energy level performances of three packet delivery schemes in Wireless Sensor Networks (WSN) are evaluated in presence of Rayleigh fading. Three different information delivery mechanisms are investigated using regenerative relays with or without error correction capability. Energy consumption for successful delivery of a data packet for each mechanism is evaluated and compared under several conditions of node density, bit rate, transmit power, and channel fading. Energy efficiencies of different retransmission schemes are also evaluated. Further, an optimal packet length based on energy efficiency is derived. Impact of optimal packet size on average number of retransmission and total energy expenditure is analyzed for each delivery scheme.
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Zhong, Daojun. "Simulation and Prediction of the Service Quality of China's Private Express Delivery and Its Influencing Factors Based on the System Dynamics Model." Journal of Global Information Management 30, no. 9 (January 2022): 1–20. http://dx.doi.org/10.4018/jgim.298321.
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With the continuous development of China’s private express delivery, how to improve the service quality and enable private express delivery company to gain a place in the fiercely competitive market has become a major issue faced by the manager. Therefore, we introduce the system dynamics method into the field of service quality evaluation to study the service quality of China’s private express delivery. Through system dynamics modeling, we discover the sensitive factors that affect the service quality of China's private express delivery, namely logistics information technology, staff training, and organization and management capability. According to the results of the sensitivity analysis, policy experiments are conducted to obtain the optimal resource allocation plan. The results show that, if the new investment is regarded as 100%, then the resource allocation plan corresponding to each subsystem is: 37.2% of the new investment should be allocated to the logistics information technology subsystem.
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Heningtyas, Yunda, Indah Mayatika Sihaloho, and Akmal Junaidi. "IMPLEMENTASI FRAMEWORK COBIT 5.0 FOKUS DOMAIN DELIVERY, SUPPORT, DAN SERVICE PADA PT.XYZ." KLIK - KUMPULAN JURNAL ILMU KOMPUTER 7, no. 2 (June 28, 2020): 199. http://dx.doi.org/10.20527/klik.v7i2.323.
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<p><em>XYZ company has implemented information technology in the company's operations. Information technology management audits are needed to find out whether the application of information technology is in accordance with the company's control standards. The framework used in this research was COBIT 5.0 domain that is DSS (Delivery, support, dan service) because the DSS domain includes has IT management scope, data management scope, and facility operational scope. This research aimed to evaluate information technology management at the company. Audit results shows that the company's capability level in 4th level (Predictable Process). Predictable Process means that DSS domain process has been standarized, do the IT process, and achieved process. Capability level that the company wants to be achieve is 5th level (Optimizing Process). To achieve this level, companies must innovate and make sustainability improvements.</em></p><p><em><strong>Keywords</strong></em><em>: COBIT 5.0 Framework, Delivery, support, dan service, DSS Domain, IT Management of Audit</em> </p><p><em>PT. XYZ adalah perusahaan yang telah menerapkan teknologi informasi dalam operasional perusahaan. Audit manajemen teknologi informasi diperlukan untuk mengetahui apakah penerapan teknologi informasi sudah sesuai dengan standar control perusahaan. Framework yang digunakan dalam penelitian ini adalah COBIT 5.0 domain yang DSS (Delivery, support, dan service) karena domain DSS mencakup pengelolaan layanan teknologi informasi, pengelolaan data, dan operasional fasilitas. Penelitian ini bertujuan untuk mengevaluasi manajemen teknologi informasi pada perusahaan tersebut. Berdasarkan hasil audit, capability level perusahaan berada pada level 4 (Predictable Process). Predictable Process diartikan proses domain DSS pada perusahaan telah terstandarisasi, melakukan proses sesuai dengan standar yang ditetapkan, dan mencapai hasil dari proses tersebut. Namun, expected level yang ingin dicapai perusahaan adalah level 5 (Optimizing Process). Untuk mencapai level tersebut, perusahaan harus membuat inovasi dan melakukan perbaikan yang berkelanjutan.</em></p><p><em><strong>Kata kunci</strong></em><em>: Audit Manajemen Teknologi Informasi, Delivery, support, dan service, Domain DSS, Framework COBIT 5.</em></p>
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S. Hammer, Jeffrey. "Balancing Market and Government Failure in Service Delivery." LAHORE JOURNAL OF ECONOMICS 18, Special Edition (September 1, 2013): 1–19. http://dx.doi.org/10.35536/lje.2013.v18.isp.a1.
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Whether to provide services by the public or the private sector has been at the center of debates within governments and those in the international aid industry for decades. Unfortunately, this debate has often been cast in terms of absolutes with the private sector either as savior or demon. Casting the issue in this light simply can’t be correct. It cannot be the case that either is appropriate for every service and with every government regardless of its capability to the exclusion of the other. In every case, policy makers need to ask “how can the government improve the well-being of citizens with the constraints and tools at hand?” Those constraints include the ability to implement and monitor policy. This paper outlines how limitations of the market can be matched to appropriate interventions by government as it actually performs, not as it is hoped to perform. This matching will, by necessity, vary with country circumstance. While pure public goods must be provided by government regardless of its weaknesses and pure private goods should generally be left to the market, most serious policies operate in between. The balance of the limitations of the sectors needs careful analysis. The welfare costs of private market failure are rarely measured and the difficulties of implementing different policies are rarely discussed let alone quantified. Policies that are sensitive to deviations from perfect implementation should be avoided in preference to those that are more robust to circumstances. Further, every policy will generate interest groups that will constrain future decisions through political pressure.
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Dahiya, Deepak, and Saji K. Mathew. "IT assets, IT infrastructure performance and IT capability: a framework for e-government." Transforming Government: People, Process and Policy 10, no. 3 (August 15, 2016): 411–33. http://dx.doi.org/10.1108/tg-07-2015-0031.
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Purpose Although government investments in IT is growing, it is unclear how and what kind of IT investments lead to desirable E-Government performance. Several studies pertaining to the business value of IT have developed and tested frameworks for IT infrastructure, IT capability and business performance. However, E-Government-related IT investment outcomes cannot be measured by profits and hence requires a separate investigation. E-Government research using theoretical approach has been reported as very scarce in previous studies. This research aims to bridge the gap by developing a model to study IT infrastructure capability and E-Government performance in the emerging context of new IT service delivery models. Design/methodology/approach This paper follows a case study method in this research with a priori conceptual framework. The data were collected following an interview method used for deductive theory building. Findings The results identified a positive relationship between IT assets and IT infrastructure performance in the presence of service delivery channels and an anticipation of a positive influence of infrastructure performance variables on IT capability which in turn shows positive effect on E-Government performance. Research limitations/implications Because the study followed a qualitative approach, the findings from this study are not useful for statistical generalization. However, the analytical framework provides sufficient ground to test E-Government performance. Practical implications The study provides insights in the choice of IT infrastructure elements fitting an E-Government strategy. Social implications This study provides an integrated framework for measuring E-Government performance, thereby making deployment of IT infrastructure accountable both in terms of IT performance and IT capability. This in turn will lead to improvement in citizen services. Originality/value This paper builds on the existing literature on IT assets, IT infrastructure performance, IT infrastructure capability and applies to the E-Government domain.
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Sitorus, Charles, Idris Gautama So, Asnan Furinto, and Wibowo Kosasih. "Exploring the Influence of Digital Model Business Innovation Factors on the Courier Service Company's Sustainability Innovation Performance." GLOBAL BUSINESS FINANCE REVIEW 27, no. 3 (June 30, 2022): 98–113. http://dx.doi.org/10.17549/gbfr.2022.27.3.98.
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Purpose: The objective of this research was to empirically test several issues, including the effect of dynamic delivery system capability and adaptive product management on the sustainability innovation performance of Indonesian courier service companies. Furthermore, this study attempts to investigate the role of digital maturity level as a moderator that strengthens the relationship between the three variables.
Design/methodology/approach: Researchers used survey research as part of a series of quantitative studies to describe the profile or characteristics of the population being studied. Furthermore, this research method can be classified as goal formulation, strategy mapping, strategy operations, action plans, application frameworks, and evaluation and control plans. Meanwhile, data was collected using an online survey research method involving 378 courier service companies spread across Java from 20 June to 5 August 2021. The data was analyzed using the Structural Equation Modeling (SEM) method.
Findings: According to the findings of this study, dynamic delivery system capability and adaptive product management have a positive and significant impact on the long-term sustainability of innovation performance. Furthermore, as a moderator, the digital maturity level can strengthen the influence of dynamic delivery system capabilities, adaptive product management, and sustainability innovation performance.
Research limitations/implications: This study has several limitations, including the digital model's business innovation factor. Furthermore, the context on the sustainability of innovation performance is only limited in this study. In addition, this study only uses Java as a research location. As a result, the researcher hopes that more research will be conducted in the future. Particularly with the larger digital model business innovation variables or factors and more diverse research locations.
Originality/value: This is the first study on the courier service industry in Indonesia in terms of digital innovation and performance. Apart from courier services, this research concept is expected to be implemented in other service industries.
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Jayaram, Jayanth, and Kefeng Xu. "Determinants of quality and efficiency performance in service operations." International Journal of Operations & Production Management 36, no. 3 (March 7, 2016): 265–85. http://dx.doi.org/10.1108/ijopm-03-2014-0122.
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Purpose – Using arguments from the knowledge-based view and resource-based view of the firm, the purpose of this paper is to propose that external knowledge (as measured by a firm’s customer orientation) and internal knowledge management (through human capital development techniques of job-related training and enhancing employee capability) together contribute to successful service delivery systems. Design/methodology/approach – The hypothesized model is tested on a large sample of 249 Chinese service firms using structural equation modeling and hierarchical regression analyses. Findings – The results indicate that the knowledge management factors of customer orientation, employee capability and job-related training had a varying influence on quality and efficiency dimensions of service system performance. Also, internal knowledge facets of employee capability and job-related training had complementary effects in inducing improved performance on both quality and efficiency. Research limitations/implications – The focus on the key enablers of customer orientation, employee capability and job-related training does not represent a comprehensive set of enablers of service system performance outcomes. Also, a longitudinal examination of capabilities that influence service system performance can also be explored. Originality/value – The context of service firms in multiple sectors serves as an important contribution to the emerging literature that bridges human resource management and customer orientation in service settings. Implications of the results for practice and theory development are discussed.
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Kryukov, E. V., Kirill A. Bulka, Yuri S. Chekhovsky, Marat A. Karamullin, Yuri Sh Halimov, Vadim A. Basharin, Igor S. Drachev, and Sergey V. Gaiduk. "Military medical organizations capability in delivery of specialized medical care in radiation emergencies." Bulletin of the Russian Military Medical Academy 23, no. 1 (May 12, 2021): 153–62. http://dx.doi.org/10.17816/brmma63632.
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Nuclear and radiation safety remains one of the most important components of the national security of our country. The increasing requirements for the medical care system in the Armed Forces of the Russian Federation in case of peacetime acute radiation injuries are due to the impossibility of completely eliminating the risks of radiation emergencies as a result of natural disasters, industrial radiation accidents and the threat of nuclear terrorism. The peacetime three-level system of medical support in the Armed Forces of the Russian Federation has been developed. It is designed to guarantee the first aid, primary predoctor care, primary doctor care and primary specialized health care for victims of acute radiation injuries by medical units, formations and organizations in the territorial zone of responsibility. In 2017 it was completed a research work "Improving the organization of therapeutic care in acute radiation injuries at the stages of medical evacuation in radiation accidents". An analysis of medical service capabilities to provide specialized, high-tech medical care in radiation injuries showed the relevance of the clinical base development in military medical organizations and the importance of interaction with radiological medical centers of other ministries, agencies and services. The solution of these tasks will be facilitated by the creation of a specialized infrastructure on the basis of military medical organizations of the district (fleet), which is providing necessary conditions for the provision of medical assistance to victims of the radiation emergency.
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Lesser, Eric, and Linda Ban. "How leading companies practice software development and delivery to achieve a competitive edge." Strategy & Leadership 44, no. 1 (January 18, 2016): 41–47. http://dx.doi.org/10.1108/sl-11-2015-0083.
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Purpose – Increasingly companies recognize that effective and rapid software development – from ideation to delivery – is crucial to achieving competitiveness. This article looks at how leading companies are establishing an enterprise capability for accelerated software delivery to differentiate themselves in the market. Design/methodology/approach – This research looks at how leading software organizations focus on software investments that efficiently and speedily deliver marketplace results. Findings – Successful companies build comprehensive skills in Agile and lean software development methods and for fostering extensive collaboration among business users, IT professionals and customers throughout the software development and delivery lifecycle. Practical implications – Advanced organizations are more likely to apply more mature development practices, such as service-oriented architecture (SOA) and Agile iterative development methods. Originality/value – Advanced organizations collaborate much more with customers and business partners to improve software development outcomes.
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Heusse, Martin, Dominique Snyers, and Yvon Kermarrec. "Adaptive agent driven routing in communication networks: comparison with a classical approach." Advances in Complex Systems 02, no. 03 (September 1999): 209–19. http://dx.doi.org/10.1142/s0219525999000126.
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This paper follows an earlier publication in the Advances in Complex Systems journal (Heusse et al., 1998) where we presented a new algorithm based on collaborative agents for routing in communication networks. In this document, we shall investigate its load-balancing capability. This capability is required as a first step to achieve quality of delivery and service. We also compare our new approach to the classical ones and discuss their respective benefits.
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Brino, Alex, Alessandro Di Girolamo, Wen Guan, Mario Lassnig, Tadashi Maeno, Nicolò Magini, Paul Nilsson, Vakhtang Tsulaia, Rodney Walker, and Torre Wenaus. "Towards an Event Streaming Service for ATLAS data processing." EPJ Web of Conferences 214 (2019): 04034. http://dx.doi.org/10.1051/epjconf/201921404034.
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The ATLAS experiment at the LHC is gradually transitioning from the traditional file-based processing model to dynamic workflow management at the event level with the ATLAS Event Service (AES). The AES assigns finegrained processing jobs to workers and streams out the data in quasi-real time, ensuring fully efficient utilization of all resources, including the most volatile. The next major step in this evolution is the possibility to intelligently stream the input data itself to workers. The Event Streaming Service (ESS) is now in development to asynchronously deliver only the input data required for processing when it is needed, protecting the application payload fromWAN latency without creating expensive long-term replicas. In the current prototype implementation, ESS processes run on compute nodes in parallel to the payload, reading the input event ranges remotely over the network, and replicating them in small input files that are passed to the application. In this contribution, we present the performance of the ESS prototype for different types of workflows in comparison to tasks accessing remote data directly. Based on the experience gained with the current prototype, we are now moving to the development of a server-side component of the ESS. The service can evolve progressively into a powerful Content Delivery Network-like capability for data streaming, ultimately enabling the delivery of ‘virtual data’ generated on demand.
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Dea, Sonya Clausis, and Mirwan Surya Perdhana. "Faktor-Faktor yang Mempengaruhi Keputusan Pemilihan Jasa Ekspedisi JNE (Studi Pada Konsumen Pengguna Jasa JNE Di Semarang)." Jurnal Sains Pemasaran Indonesia (Indonesian Journal of Marketing Science) 18, no. 3 (December 1, 2019): 245–58. http://dx.doi.org/10.14710/jspi.v18i3.245-258.
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Terdapat faktor-faktor yang mempengaruhi keputusan pemilihan jasa ekspedisi JNE, yaitu Delivery package, Capability adoption customer, Brand image, word of mouth, Customer trust , Social information, dan Service quality. Populasi dalam penelitian ini adalah para konsumen pengguna jasa JNE di Semarang. Metode yang digunakan adalah metode purposive sampling dengan jumlah sampel sebanyak 200 responden. Teknik analisis data pada penelitian ini menggunakan analisis regresi dengan SEM AMOS. Berdasarkan dari hasil pembahasan pada bagian sebelumnya, maka dapat ditarik kesimpulan sebagai berikut : (1) Delivery package berpengaruh positif terhadap keputusan pemilihan jasa ekspedisi JNE. (2) Capability adoption customer berpengaruh positif terhadap keputusan pemilihan jasa ekspedisi JNE. (3) Brand image berpengaruh positif terhadap keputusan pemilihan jasa ekspedisi JNE. (4) WOM berpengaruh positif terhadap keputusan pemilihan jasa ekspedisi JNE. (5) Customer trust berpengaruh positif terhadap keputusan pemilihan jasa ekspedisi JNE. (6) Social information berpengaruh positif terhadap keputusan pemilihan jasa ekspedisi JNE. (7) Service quality berpengaruh positif terhadap keputusan pemilihan jasa ekspedisi JNE.
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Price, Debora Janet. "Financing later life: why financial capability agendas may be problematic." Working with Older People 19, no. 1 (March 9, 2015): 41–48. http://dx.doi.org/10.1108/wwop-12-2014-0042.
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Purpose – The purpose of this paper is to examine the language and cultural assumptions that government uses when proposing policy reforms for the financing of later life, especially in promoting the financial capability of citizens. The author asks what the implications of this political construction are for society. Design/methodology/approach – The author examines UK government policy documents from the foundation of the Financial Services Authority in 1997 until 2013. The author analyses these documents to understand the discourses of government for the financing of later life, how powerful these discourses are, and what influence they have on policy and society. Findings – The paper shows that the government considers the promotion of the financial capability agenda to be a solution to structural problems in the provision of old age welfare. By controlling the discourse, non-market-based discussions of welfare are closed and any need for examination of the structural causes of inequality in old age is made invisible. The discourse prevents critique of the individualisation of risk and market provided welfare and service delivery, and failures of policy become the failures of individuals as both consumers and regulators. Originality/value – The financial capability agenda sounds so sensible and has enrolled so many different organisations in its delivery that it is rare to reflect on the cultural and political assumptions that lie behind these discourses. When these are analysed, the author observes that individualised discourses surrounding money and welfare in later life are so powerful that more collective solutions to issues of financial welfare are closed off from public debate and discussion.
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CAO, LONGBING. "INTEGRATING AGENT, SERVICE AND ORGANIZATIONAL COMPUTING." International Journal of Software Engineering and Knowledge Engineering 18, no. 05 (August 2008): 573–96. http://dx.doi.org/10.1142/s0218194008003805.
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Engineering open complex systems is challenging because of system complexities such as openness, the involvement of organizational factors and service delivery. It cannot be handled well by the single use of existing computing techniques such as agent-based computing and service-oriented computing. Due to the intrinsic organizational characteristics and the request of service delivery, an integrative computing paradigm combining agent, service, organizational and social computing can open complex systems more effectively engineering. In this paper, we briefly introduce an integrative computing approach named OASOC for system analysis and design. It combines and complements the strengths of agent, service and organizational computing to handle the complexities of open complex systems. OASOC provides facilities for organization-oriented analysis and agent service-oriented design. It also supports transition between analysis and design. Compared with the existing approaches, our approach can (1) support service and organization that are either rarely or weakly covered by single computing methods, (2) provide effective mechanisms to integrate agent, service and organizational computing, and (3) complement the strengths of various methods. Experiences in engineering an online trading support system have further shown the workable capability of integrating agent, service and organizational computing for engineering open complex systems.
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Menich, Nóra. "Each Person as an End? The Users’ Choices in the Service Delivery Process for Assistive Technology in Hungary." Societies 12, no. 5 (September 16, 2022): 130. http://dx.doi.org/10.3390/soc12050130.
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Based on notions from the Capability Approach, this study investigates the service delivery process for assistive technology in Hungary. The research aimed to explore whether the service delivery is person-centered, with a specific focus on the users’ possible choices. In addition to a comprehensive analysis of legislative and policy documents, qualitative data were collected in semi-structured interviews with users and professionals (n = 31) to gain a deeper understanding of personal experiences. Our findings indicate that the service delivery system is product-centered and dominated by financial considerations. The policy and legislation framework does not provide an institutional guarantee for users to be able to have their voices heard; the extent to which their opinions and preferences prevail depends on the attitude, knowledge, and goodwill of the professionals involved in the process. The realization of a person-centered approach will be hindered as long as the users’ needs are viewed from a medical point of view.
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Yu, Ting, Paul Patterson, and Ko de Ruyter. "Converting service encounters into cross-selling opportunities." European Journal of Marketing 49, no. 3/4 (April 13, 2015): 491–511. http://dx.doi.org/10.1108/ejm-10-2013-0549.
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Purpose – This paper aims to examine how the motivation and ability of individual employees to sell influences their units’ capability to align their service delivery with sales in a way that satisfies customers. It also addresses the potential influence of employees’ confidence in their supervisor’s ability to sell, such that they predict a joint influence of personal and proxy agency. Design/methodology/approach – This study uses hierarchical linear modeling to address the research issues. Findings – Employees’ learning orientation has a positive influence on service-sales ambidexterity, but the impact of a performance-avoidance goal orientation is negative, and a performance-prove orientation has no influence. Proxy efficacy enhances the positive impact of learning orientations due to the manager’s ability to lead by example, facilitate knowledge sharing and provide advice. However, it attenuates the impact of self-efficacy on service-sales ambidexterity, because skilled supervisors tend to take over and eliminate opportunities for employees to build their own skills. It also confirms the positive influence of service-sales ambidexterity on branch performance. Originality/value – To examine the emerging service-sales ambidexterity issues raised in frontline service units, this study adopts a motivation and capability paradigm. It is among the first studies to address service-sales ambidexterity issues by considering both individual and branch contextual factors.
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Alathur, Sreejith, Naganna Chetty, Rajesh R. Pai, Vishal Kumar, and Sahraoui Dhelim. "Hate and False Metaphors: Implications to Emerging E-Participation Environment." Future Internet 14, no. 11 (October 31, 2022): 314. http://dx.doi.org/10.3390/fi14110314.
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This study aims to investigate the effect of metaphorical content on e-participation in healthcare. With this objective, the study assesses the awareness and capability of e-participants to navigate through healthcare metaphors during their participation. Healthcare-related e-participation data were collected from the Twitter platform. Data analysis includes (i) awareness measurements by topic modelling and sentiment analysis and (ii) participation abilities by problem-based learning models. Findings show that a lack of effort to validate metaphors harms e-participation levels and awareness, resulting in a problematic health environment. Exploring metaphors in these intricate forums has the potential to enhance service delivery. Improving web service delivery requires valuable input from stakeholders on the application of metaphors in the health domain.
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Pronevitz, Gregory, and Valerie Horton. "Creating NISO’s Library Physical Delivery Recommended Practices." Collaborative Librarianship 4, no. 2 (2012): 67–75. http://dx.doi.org/10.29087/2012.4.2.04.
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The volume of materials shipped between libraries and branches has grown very quickly. This growth caused service and budget problems for libraries, library networks, and commercial couriers. NISO formed a working group comprised of practitioners from various types of libraries and systems to recommend practices to improve performance and reduce costs for moving physical materials between libraries. The recommended practices include an introduction and sections related to management, automation, the physical move, and the future. In addition to describing the recommended practices, the authors briefly review the cause of the growth in library delivery volume, i.e., the development of patronplaced hold capability in integrated library systems and the issues and reactions in the library delivery community resulting from the rapid growth, as well as prospects for a future with declining delivery volume.
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Yunis, Roni, and Elly Elly. "Penilaian Kapabilitas Tata Kelola TI Perguruan Tinggi dengan Framework COBIT 5 dan ITIL V3." Jurnal SIFO Mikroskil 22, no. 1 (August 2, 2021): 33–46. http://dx.doi.org/10.55601/jsm.v22i1.778.
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The intention of doing the research is to formulate an assessment model of higher education IT governance capability, by integrating two frameworks, namely COBIT 5 and ITIL V3. Currently, there is no academic organization that has fully formulated a measurement model for IT governance capabilities that can be adopted to manage both governance and services. To achieve the goal of this research will be measured needs to be done using the COBIT 5 framework as a tool to get the capability level of IT governance. Next will measure the level of capability of existing IT services with ITIL V3. The proposed model was obtained from the measurement activities using COBIT 5 domain, namely EDM02, EDM03, APO01, APO04, APO07, APO12, and APO13. After measuring, sevens processes that lead to IT governance and IT services are evaluated, namely evaluating, directing, and overseeing the delivery of benefits and managing IT service portfolios and optimizing risks; manage IT management frameworks and carry out seven steps to improve IT processes; managing innovations in higher education; managing human resources; managing capacity; manage risk and manage information security. The model generated from this research is expected to serve as a best practice for Universities in Indonesia in implementing Good IT Governance
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Othman, Asem Majed, Vincent Omachonu, and Emad Hashiem Abualsauod. "The Effect of Online Service Retailers' Quality Gaps on Customer Satisfaction." International Journal of Systems and Service-Oriented Engineering 7, no. 1 (January 2017): 21–44. http://dx.doi.org/10.4018/ijssoe.2017010102.
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The growth and expansion of e-commerce warrants more attention. Online service retailers (OSRs), as e-commerce retailers, continue to invest in the improvement of services provided to their online consumers. The success of OSRs depends heavily on their capability to understand any service quality gaps, and their ability to mitigate these gaps. Using a conceptual framework for OSRs, this study identified nine quality gaps of these retailers and their influential mitigation strategies. A survey instrument was developed and used to measure the significance of the nine quality gaps in terms of customer satisfaction with online shopping. The sample size was 4,937 completed responses from different demographic and product categories. The data analysis was carried out using structural equation modeling (SEM). The results showed that tactile feedback, delayed acquisition, delivery reliability, confounding technological trust, transaction security, wirelessness, buyers' remorse, and confounding knowledge technology significantly affect the satisfaction of online shoppers.
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Song, Wei, Shuailei Yuan, Yun Yang, and Chufeng He. "A Study of Community Group Purchasing Vehicle Routing Problems Considering Service Time Windows." Sustainability 14, no. 12 (June 7, 2022): 6968. http://dx.doi.org/10.3390/su14126968.
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In this paper, a vehicle routing problem (VRP) model considering delivery time windows and variable service time is established for the delivery problem in community group purchasing. A solution model for an improved ant colony algorithm (ACA) is proposed by improving the initial feasible solution and the neighbourhood search mechanism of the ant colony algorithm. The algorithm of the improved ant colony and the commonly used algorithm are solved for real cases and publicly available benchmark datasets, respectively, for comparative analysis. The results show that the improved ACA has stronger optimization capability, faster convergence speed, and has advantages in solving VRPTW problems with variable service time. The computational efficiency is also improved by 41% over the genetic algorithm (GA) in the solution of the benchmark dataset, which provides a certain reference for solving the community group distribution problem.
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Mittal, Sanjiv, Rajat Gera, and Dharminder Kumar Batra. "An evaluation of an integrated perspective of perceived service quality for retail banking services in India." International Journal of Bank Marketing 33, no. 3 (May 18, 2015): 330–50. http://dx.doi.org/10.1108/ijbm-02-2014-0020.
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Purpose – The purpose of this paper is to extract and validate the dimensions of service quality in retail banking services in India by adopting an integrated and hierarchical perspective of service quality determinants. Design/methodology/approach – The paper empirically validates a parsimonious (multi-dimensional and multi-level) model of service quality in retail banking services in India. The analysis was conducted using structural equation modeling. A hypothesized second-order model was tested and compared with a first-order model of service quality. The dimensions were extracted through exploratory factor analysis and validated through confirmatory factor analysis. Findings – The second-order service quality model was accepted based on parsimony as it consisted of five primary dimensions: Service delivery (describing the efficiency with which the service is provided), tangibles (the quality of physical service environment), reliability (the promise of right service being provided), core service (the attributes and features of the service product) and competence (the capability of employees and systems for providing the service). The second-order model enhances the understanding of the structure of service quality for retail banking services in India. The most important dimension was tangibles, especially the physical environment which facilitates efficient delivery of service. Research limitations/implications – The research provides support for a multi-dimensional second-order model of service quality in retail banking service in India. The results show that customers form perceptions of overall service quality which are reflected by five primary dimensions. The primary dimension of tangibles is the most influential. Practical implications – Organizations need to measure and manage overall service quality perceptions to build trust and reinforce loyalty intentions among their customers. Banks need to adopt a multi-level approach to managing service quality perceptions, i.e. both at the dimensional level and organizational level. Social implications – This study would contribute to the enhancement of service quality outcomes in retail banking services in India which has a crucial role in the economic development. Originality/value – The study proposes and validates a parsimonious and hierarchical model of service quality in the context of retail banking in Indian cultural context. Thus this research provides support to existing knowledge of service quality measurement and management and extends the understanding of its structure by validating the multi-level model in an emerging market context.
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Williams, Alvin J., and Ben Oumlil. "College student financial capability." International Journal of Bank Marketing 33, no. 5 (July 6, 2015): 637–53. http://dx.doi.org/10.1108/ijbm-06-2014-0081.
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Purpose – The reviewed literature emphasized that the student loan debt issues have a lot of connections to the economy. This conclusion is in support with broader evidence that high student debt levels are a drag on economic growth. Additionally, disadvantaged and other vulnerable groups, including students, are more likely to be excluded from the formal, regulated financial sector and not be able to take advantage of mainstream financial service providers (e.g. lack access to credit, insurance, and other formal financial services). Among the primary reasons cited for this financial exclusion has to do with a lack of understanding or familiarity with traditional financial services. The aim of this paper is to look at alternate approaches in promoting financial literacy to manage the huge private debt burden facing this important segment of the population. The purpose of this paper is to advance a model of college students’ financial capabilities enhancement to partially alleviate some of the problems related to deficits in financial knowledge among this population. The integrative model provides a framework to be operationalized by institutional decision-makers and policymakers at all levels. The model can be adapted to fit unique institutional circumstances and culture. Successful implementation of the model has the potential to enhance the quality of financial health among college students and young adults. Design/methodology/approach – The manuscript’s aim is to advance a model of college students’ financial capabilities in an effort to prevent their financial exclusion. The proposed model provides a framework to be operationalized by institutional decision-making processes. The model offers six distinct, but inter-related components – antecedent variables, program design and implementation, delivery modalities, program content, behavioral outcomes, and measurement and assessment. Findings – The underlying raison d’etre for the model is to offer a comprehensive, inclusive, across-the-board roadmap to guide universities, and other organizations in conceptualizing, planning, organizing, implementing, and assessing financial education-related systems and processes designed to enhance the long-term financial choices and behaviors of students. Through careful consideration of each of the phases of the model, decision-makers at all levels and all types of organizations should have a stronger grasp of the depth and breadth of actions required to effect the desired changes in students’ financial behavior. Research limitations/implications – As with any paper there are limitations. The paper is conceptual and lacks data to test some of the linkages. Future research efforts should posit specific propositions to be tested based on the linkages offered in the model. Given the nature of the research theme, there is considerable benefit from taking a case-based approach to future research to offer more in-depth analyses of student financial literacy deficits across different situations and types, student markets, and educational institutions. The current research could also benefit from a stronger cross-cultural focus. While huge college student debt is probably more burdensome in the USA, it is helpful to get input from students in countries that lack a tradition of heavy borrowing to pay for college costs. Researching debt management trends across cultures should provide useful micro- and macro-economic data for policymakers and others. Practical implications – The paper introduces a model of college students’ financial capabilities enhancement and financial exclusion’s prevention that offers one avenue to partially remedy the direct and indirect ills perpetrated and perpetuated by insufficient financial knowledge among young adults, especially the college segment (i.e. to promote financial inclusion and financial exclusion’s prevention). The model provides a comprehensive and integrative path for college administrators and others to consider when designing programs to enhance the overall financial knowledge acumen and savvy of college students. Specifically, the model discusses antecedent variables, program design and implementation, delivery modalities, program content, behavioral outcomes, and measure and evaluation options. Social implications – There is considerable concern among students, parents, marketers, and public policymakers regarding deficiencies in financial knowledge and capabilities among the young adult population. Students have massive student loan debt, collectively, and there is a multifaceted clarion call to develop integrative solutions to this daunting scenario. The paper discusses the gravity and consequences of financial literacy deficits among college students and some associated solutions. Originality/value – The model offers six distinct, but inter-related components – antecedent variables, program design and implementation, delivery modalities, program content, behavioral outcomes, and measurement and assessment. The model is posited as an “intervention strategy” capable of strengthening the capacity of young college adults to make informed financial decisions, thus impacting their quality of life over the long run. In particular the model offers a form of empowerment to this consumer segment. As stated, the underlying raison d’etre for the model is to offer a comprehensive, inclusive, across-the-board roadmap to guide universities and other organizations in conceptualizing, planning, organizing, implementing, and assessing financial education-related systems and processes designed to enhance the long-term financial choices and behaviors of students. Through careful consideration of each of the phases of the model, decision-makers at all levels and all types of organizations should have a stronger grasp of the depth and breadth of actions required to effect the desired changes in students’ financial behavior.
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Dewi, Dian Retno Sari, Yustinus Budi Hermanto, Elizabeth Tait, and Martinus Edy Sianto. "The Product–Service System Supply Chain Capabilities and Their Impact on Sustainability Performance: A Dynamic Capabilities Approach." Sustainability 15, no. 2 (January 7, 2023): 1148. http://dx.doi.org/10.3390/su15021148.
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In response to competition and other market challenges, many consumer manufacturing companies are offering Product–Service Systems (PSSs) in order to improve their sustainability performance. This paper aims to examine the relationship between the PSS supply chain (SC) capabilities and sustainability performance. It empirically investigates a framework that hypothesises the impact of seven PSS SC capabilities on sustainability performance. Data were collected from 447 official motorcycle service partners in Indonesia and analysed using structural equation modelling. The findings reveal that innovative service delivery and sustainable product–service capability positively affect sustainability performance, whereas partner development, reflexive control, and re-conceptualisation positively affect sustainable product–service capability. The results also validate that collaboration and knowledge assessment do not directly affect sustainability performance. A contribution of this study is the innovative use of quantitative methods to provide empirical evidence that the PSS SC capabilities can contribute to sustainability performance, directly and indirectly. It also broadens the utilisation of Dynamic Capabilities (DCs) in PSS SC research. The findings also guide managers and decision-makers in the implementation of the PSS SC capabilities required to enhance sustainability performance.
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Paryono, Paryono, Mawaddah Ar Rochmah, Ismail Setyopranoto, and Laksono Trisnantoro. "Postacute-Stroke Management Problems in Home Care Service: A Qualitative Single-Centered Study in Yogyakarta, Indonesia." Journal of Neurosciences in Rural Practice 13, no. 01 (January 2022): 050–59. http://dx.doi.org/10.1055/s-0041-1740613.
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Abstract Objective This study explores the postacute-stroke management problems, particularly for patients with total dependency (Barthel Index <20), in home care service of Dr. Sardjito Hospital (SH) from the hospital personnel's and caregiver's points of view. Materials and Methods In-depth interviews with a semi-structured interview guide were conducted with hospital personnel and patients' caregivers based on the purposeful sampling. There were 10 hospital personnel that were interviewed: the director of medical service, head of home care unit, neurologists, general practitioners, nurses, and physiotherapist. There were eight caregivers who participated in the study. Statistical Analysis Data from the interviews were analyzed using systematic text condensation using Nvivo 12 plus. Results Our findings showed that all health personnel in SH agreed that home care service is a part of an integrated health care service for continuation of care. However, the preparedness by the hospital management is still lacking in infrastructures, such as standardized operational procedure, quality control, and financial system, as well as in terms of competent human resources and their welfare. In addition, the patient's family and caregiver are lacking in knowledge and independency to take care of the patients with the need of home care services' monitoring to deliver the expected home care for postacute-stroke's patient regularly. Conclusion Home care service is an act of implementing hospital obligation to fulfill the patients' rights. An established hospital policy to ensure a comprehensive home care service delivery is necessary. The capability and welfare of the health care personnel should be put into account for the standardized human resources.
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Little, John, Jo Munday, and Martin Atkins. "Building an ECT Service: An Outcomes-Equivalent Approach." Australasian Psychiatry 13, no. 2 (June 2005): 140–47. http://dx.doi.org/10.1080/j.1440-1665.2005.02177.x.
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Objective: Specific guidelines, ongoing controversies in technique and audit reviews have made clinicians wary about continuing in electroconvulsive therapy (ECT). This paper attempts to reassure practitioners by incorporating such changes into a simple approach to ECT based on outcomes equivalence. Method: A selected compilation of the recent literature was used to describe a model for starting and/or continuing an effective ECT service. Results: It was suggested that a useful way of approaching ECT service delivery is to focus on what is actually important, getting patients better, and to do so within the context and capability of each hospital. Conclusions: ECT is a changing field. Remaining true to the core principles of clinical practice, patient selection and technique, provides a basis for beginning, continuing and further developing an effective ECT service.
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Smith, Jeremy, Paul Compston, Sally Male, Caroline Baillie, and Jennifer Turner. "Intensive Mode Teaching of a Humanitarian Engineering Course to Enhance Service-Learning." International Journal for Service Learning in Engineering, Humanitarian Engineering and Social Entrepreneurship 11, no. 2 (October 23, 2016): 38–54. http://dx.doi.org/10.24908/ijsle.v11i2.6394.
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Service-learning is a common component of many humanitarian engineering education programs. Students engage with external organisations and communities, often spending time intensively, on projects linked to their studies. To help prepare students for substantial service-learning initiatives a dedicated humanitarian engineering course was developed. To better represent service-learning and enable a greater variety of teaching and learning activities, the course was delivered over five weeks using intensive mode teaching. This enabled a portion of the class to be involved with a two-week scaffolded immersive international experience running in parallel to the campus delivery. Threshold concept and capability theory was used to evaluate the course and identify what elements of the course supported or hindered development of student thresholds. Results identified the main student threshold to be the ability to take account of social factors in engineering design and the activities enabled by the intensive mode teaching were among the strongest contributions to the achievement of this threshold, in particular elements of the international experience. This highlights the opportunities for intensive mode teaching in supporting activities related to service-learning.
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Solnet, David, Mahesh Subramony, Robert C. Ford, Maria Golubovskaya, Hee Jung (Annette) Kang, and Murat Hancer. "Leveraging human touch in service interactions: lessons from hospitality." Journal of Service Management 30, no. 3 (August 15, 2019): 392–409. http://dx.doi.org/10.1108/josm-12-2018-0380.
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Purpose With the ever-increasing adoption of technology and automation radically changing the nature of service delivery, the purpose of this paper is to explore the role of human touch, introducing hospitable service as an enhancement for value creation in service organizations. Design/methodology/approach Drawing on management, social sciences and hospitality literatures, a four-configuration model is presented to illustrate dimensions which arise from the confluence of different degrees of relationship orientation – shared mental models held by the host organization (self- or other-oriented), and guests’ service preferences (transactional or relational). Findings A theoretically grounded model of configurations resulting from variations on three key dimensions is offered. These are: employee organization relationships – social exchange processes governing the interactions between employees and their employers; HRM systems – internally consistent combinations of HR practices; and tech-touch trade-off – prioritization of technology vs employees to deliver services. Research limitations/implications Embedding hospitable service as a construct to support the leveraging of human touch in service organizations opens up new research opportunities including avenues to further conceptualize the nature and dimensions of hospitable service. Future research that supports further understanding about the role of human touch and value creation in service organizations is proposed. Practical implications Through the value-enhancing capability of human in the service encounter, firms can be enabled to accurately position themselves in one of the four relational configurations on offer and then identify opportunities for managers to leverage human touch to combat the diminishing role of the human touch in a technology-ubiquitous service context. Originality/value This is among the first papers to explore the influence of technology on the degree of human touch in the interface between hospitality employee and customer, and to develop a configuration model through which researchers and practitioners can operate during this declining era of human to human service interactions.
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Spencer, Mindi, Maggi Miller, Diana Jahries, and James Davis. "Working With Communities to Support Minority Caregivers: The PRISMA Health REACH Expansion Project." Innovation in Aging 4, Supplement_1 (December 1, 2020): 845. http://dx.doi.org/10.1093/geroni/igaa057.3099.
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Abstract In 2019, the NIH presented the results of its two-year visioning process to advance the science of minority health and health disparities. The PRISMA Health REACH Expansion (PH-REACH E) is an innovative, community-academic partnership between a hospital memory clinic, meal delivery service, research university, and low-income health clinic. The purpose is to: 1) increase the dementia capability of community-based programs, 2) offer caregivers of persons with dementia the REACH intervention, and 3) identify and connect racial minority and/or rural residents with services to promote health and well-being in older adulthood. This presentation will detail the PH-REACH E framework and present program results, which include improved caregiver outcomes (e.g., reduced burden, increased self-efficacy, reduced depression) and enhanced dementia capability (e.g., increased dementia knowledge) of partner organizations. This program illustrates some key recommendations of the NIH – community engagement in intervention adaptation, multisectoral collaboration, and promoting systems-level change to reduce health disparities.
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Famiyeh, Samuel, and Amoako Kwarteng. "Supplier selection and firm performance." International Journal of Quality & Reliability Management 35, no. 3 (March 5, 2018): 690–710. http://dx.doi.org/10.1108/ijqrm-06-2016-0091.
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Purpose The purpose of this paper is to examine how the various supplier selections construct impacts on firm’s operational competitive capability as well as an overall performance from a developing country’s environment. Design/methodology/approach Structural equation modeling was used to study the relationship between supplier selection criteria, competitive operational capabilities and overall organizational performance using survey of informants. Findings In this work, the authors demonstrate that an effective supplier selection will lead to an enhanced competitive capability of the buying firm. Specifically, the authors show that selecting suppliers based on quality will lead to an improved quality of the buying firm, service will lead to improved delivery time and supplier strategic fit will lead to reduced cost, improved delivery time and improved flexibility of the buying firm. Furthermore, the buying firm competitive operational capabilities in terms of improved delivery time will lead overall performance from the Ghanaian business environment. The results indicate no significant difference between the manufacturing and service sectors. Research limitations/implications The results indicate the relevance and the implications of the various supplier selection criteria from a developing country’s environment such as Ghana. Practical implications The research shows how supplier selection criteria should be structured to enhance operational competitive capabilities and overall performance of the buying firm. Originality/value The work illustrates and provides some insights and build on the literature in the area of supply selection strategies from a developing country’s environment.
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Fissha, Sintayoh, and Meheret Brehanu. "Decentralization as a Commitment to Rise Public Services and Improve Quality of Rural Life in Ethiopia: A Case Study." Journal of Public Administration and Governance 7, no. 4 (December 10, 2017): 255. http://dx.doi.org/10.5296/jpag.v7i4.12276.
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The main objective of this study is to examine the implication of decentralization in rural areas of Ethiopia: Case of Tigray. The study aims to discuss effect of decentralization on service delivery and improving quality of life of some Weredas of rural Tigray focusing on education, health, and water point.To conduct this studies both; qualitative (phenomenological approach), and quantitative (household survey, and wereda level local government expenditure) data were used. Results indicate the positive effect of fiscal decentralization on service delivery. Likewise decentralization effect on improving quality of life is progressing but it is still minimal. Comparing with pre decentralization there are positive changes but there is a considerable differences on its corollary. The possible reason for differences to occur could be variations in agro-ecological condition, location or space, and capability of the decision makers.