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Journal articles on the topic 'Service delivery options'

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Published: 10 December 2022
Last updated: 19 February 2023

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1

Mackay, S., P. Traill, C. Watson, R. Beech, CDA Wolfe, and AG Rudd. "Stroke rehabilitation: service delivery options and innovations." British Journal of Therapy and Rehabilitation 2, no. 9 (September 2, 1995): 502–4. http://dx.doi.org/10.12968/bjtr.1995.2.9.502.

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2

Larson, Vicki Lord, Nancy L. McKinley, and Delesa Boley. "Service Delivery Models for Adolescents With Language Disorders." Language, Speech, and Hearing Services in Schools 24, no. 1 (January 1993): 36–42. http://dx.doi.org/10.1044/0161-1461.2401.36.

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Adolescents with communication disorders have a legal right to speech-language services, and speech-language pathologists in the public schools have a moral and ethical responsibility to provide those services. This article summarizes current service delivery options available to clinicians at the secondary level and explains why the prototype service delivery model (Larson & McKinley, 1987) should be chosen for adolescents. To implement appropriate speech-language services for adolescents, administrative support is critical. The successful school clinician (a) must know counterarguments to administrators' concerns about "what can be done in speech-language intervention past the elementary grades," (b) must understand the impact of the Regular Education Initiative (REI) on service delivery options, and (c) must solicit assistance during program planning from decision makers.
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Kelly, Virginia. "Unleashing Your SUPERvision powers." Perspectives on School-Based Issues 15, no. 3 (October 2014): 107–14. http://dx.doi.org/10.1044/sbi15.3.107.

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In a time of limited resources and increased accountability, speech-language pathologists (SLPs) are asked to broaden their roles resulting in efforts to continually redefine and refine service delivery options. SLPs in schools have to be creative as we manage and shift toward a more formidable role in prevention, while still providing educationally relevant services to students who receive special education services. This article shares benefits for one SLP who embraces supervision of SLP assistants as one method for increasing service delivery options.
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Pramanik, Priyanjana, Phuong Nguyen, Rasmi Avula, Sk Masum Billah, Tarana Ferdous, Bidhan Krishna Sarker, Santhia Ireen, Zeba Mahmud, Deborah Ash, and Purnima Menon. "Using Novel Scenario-Based Assessments to Examine Feasibility of Integrating Preventive Nutrition Services Through the Primary Healthcare System in Bangladesh." Current Developments in Nutrition 4, Supplement_2 (May 29, 2020): 265. http://dx.doi.org/10.1093/cdn/nzaa043_116.

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Abstract Objectives Bangladesh's National Nutrition Services aims to deliver nutrition services to pregnant women and children through the primary health care system. Previous research highlighted gaps in coverage of preventive nutrition intervention delivery through this system but little is known about feasibility of reshaping service delivery to close the gaps. Prior to designing new approaches, we used a novel scenario-based feasibility testing approach to assess potential to strengthen service delivery. Methods We interviewed 32 service providers and 16 policymakers and conducted 4 focus group discussions with potential beneficiaries, asking respondents about the feasibility of four hypothetical scenarios for preventive service delivery: community-based events (CBE) for pregnant women; well-child services integrated into immunization contacts; CBE for well-children and well-child visits at facilities. Transcribed interviews were systematically coded, synthesized and interpreted using a pre-defined framework. Results Opinions on the need for new platforms for preventive services were mixed; some recommended new platforms, but others suggested strengthening existing delivery points. CBE for pregnant women were perceived as feasible, but workforce shortages emerged as a key challenge. Challenges such as equipment portability, upset children, and a fast-moving service environment suggested low feasibility of integrating nutrition into immunization contacts. In contrast, CBE and facility-based well-child visits emerged as feasible options, conditional on having the necessary workforce, structural readiness and budget support. On the demand side, enabling factors include using interpersonal communication and involving community leaders to increase awareness, organizing events at a convenient time and place for both providers and beneficiaries, and incentives for beneficiaries to encourage participation. Conclusions A scenario-based approach is an efficient method to assess potential feasibility options for nutrition service delivery. Introducing preventive nutrition services requires addressing current challenges in the health system, including human resource and logistic gaps, and investing in creating demand for preventive services. Funding Sources Bill & Melinda Gates Foundation, through A&T, managed by FHI 360.
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Kumar, Sajeesh, Mei-Ling Tay-Kearney, Francisco Chaves, Ian J. Constable, and Kanagasingam Yogesan. "Remote ophthalmology services: cost comparison of telemedicine and alternative service delivery options." Journal of Telemedicine and Telecare 12, no. 1 (January 2006): 19–22. http://dx.doi.org/10.1258/135763306775321399.

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Kumar, S., M. L. Tay-Kearney, F. Chaves, I. J. Constable, and K. Yogesan. "Remote ophthalmology services: cost comparison of telemedicine and alternative service delivery options." American Journal of Ophthalmology 142, no. 4 (October 2006): 717. http://dx.doi.org/10.1016/j.ajo.2006.08.014.

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Kumar, S., M. L. Tay-Kearney, F. Chaves, I. J. Constable, and K. Yogesan. "Remote ophthalmology services: cost comparison of telemedicine and alternative service delivery options." American Journal of Ophthalmology 142, no. 5 (November 2006): 896. http://dx.doi.org/10.1016/j.ajo.2006.09.008.

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8

Weible, CheriÉ L. "Selecting Electronic Document Delivery Options to Provide Quality Service." Journal of Library Administration 41, no. 3-4 (January 25, 2004): 531–40. http://dx.doi.org/10.1300/j111v41n03_14.

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9

Kaushik, Arun Kumar, and Zillur Rahman. "An empirical investigation of tourist’s choice of service delivery options." International Journal of Contemporary Hospitality Management 29, no. 7 (July 10, 2017): 1892–913. http://dx.doi.org/10.1108/ijchm-08-2015-0438.

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Purpose This paper aims to offer and examine a conceptual model of tourist innovativeness toward self-service technologies (SSTs) to confirm whether tourists prefer service delivery by SSTs over employees in an offline hospitality environment. Design/methodology/approach Tourists’ perceived usefulness (PU) of SSTs and need for interaction (NI) with service employees have been taken as crucial mediating variables to examine the effects of perceived ease of use and technology readiness index personality dimensions toward SST and employee-based service adoption. Findings Findings reveal that both “NI” and “PU” play significant roles in Technology Readiness and Acceptance Model (TRAM) when tourists select one of two service delivery options – SSTs and service employees. Research limitations/implications The foremost limitation of the study is its dependence on domestic tourist samples. However, such samples were chosen because tourists comprising these samples tend to use similar service delivery options more, in turn increasing their use of SSTs available in sample hotels. Practical implications The study gives a deeper understanding of TRAM with an extremely crucial mediating variable (NI) in an offline service context. It also provides useful insights to service providers and policy makers for developing new strategies and policies to enhance user experience. Social implications This study recommends the usage of numerous SSTs by tourists. Originality/value During extensive literature review carried out in this research, no study was found that proposed such an effective framework in an offline service context.
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Chandler, Judy Potter, and J. Leon Greene. "A Statewide Survey of Adapted Physical Education Service Delivery and Teacher In-Service Training." Adapted Physical Activity Quarterly 12, no. 3 (July 1995): 262–74. http://dx.doi.org/10.1123/apaq.12.3.262.

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The purpose of the study was to examine student placements, use of least restrictive environment (LRE) options, teachers’ perceived needs, curriculum content, and activity options in regular physical education (RPE) and adapted physical education (APE) during a period of restructuring from segregated to LRE placements. The Integration Status Questionnaire (ISQ) was used to obtain data with a return rate of 37% among RPE teachers and 78% among APE teachers. Of the 1,627 students receiving APE, 714 were being served in self-contained settings, with no reliable data available as to disability categories of children served or other LRE options being used. The majority of teachers in both groups had received general in-service training for inclusion, but only 4% had received in-service training specific to physical education content. The examination of curriculum content indicated that RPE teachers spent the majority of teaching time on sport skills and traditional games while APE teachers concentrated on sensory motor development and health-related fitness.
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Reinbergs, Erik J., and Sarah A. Fefer. "Addressing trauma in schools: Multitiered service delivery options for practitioners." Psychology in the Schools 55, no. 3 (January 25, 2018): 250–63. http://dx.doi.org/10.1002/pits.22105.

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Pareek, Urvashi, and Nagendra Ambedkar Sole. "Delivery of Time-Bound Public Services to Citizens: Indian Experience." Indian Journal of Public Administration 66, no. 3 (September 2020): 343–55. http://dx.doi.org/10.1177/0019556120953806.

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The delivery of public services to the citizens is the most critical function of the government, among the other functions being development and regulation. The three essential pillars of public service delivery are timelines, quality and grievance redressal. The concept of public service delivery emerged in the 1990s, with New Public Management and Citizen Charter’s evolution in the UK. With the shift in the role of the state from provider to facilitator and regulator of public services, the focus is to ensure transparency, accountability and citizen centricity in administration and maintain citizen’s satisfaction and trust in the government. This article highlights the concept of public service delivery, and time-bound delivery practices, adopted internationally and nationally. The article concludes that India needs to look beyond Information and Communications Technology and capitalise on other options as listed in suggestions.
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Weber, Bethany J., and Wah Pheow Tan. "Ambiguity aversion in a delay analogue of the Ellsberg Paradox." Judgment and Decision Making 7, no. 4 (July 2012): 383–89. http://dx.doi.org/10.1017/s1930297500002734.

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AbstractDecision makers are often ambiguity averse, preferring options with subjectively known probabilities to options with unknown probabilities. The Ellsberg paradox is the best-known example of this phenomenon. Ambiguity has generally been studied in the domain of risky choice, and many theories of ambiguity aversion deal with ambiguity only in this context. However, ambiguity aversion may occur in other contexts. In the present experiment, we examine the effects of ambiguity in intertemporal choice. Subjects imagine they are expecting a package and must choose between two delivery options. Some delivery times are exact. Others are ambiguous, with delivery possible over a range of dates. This problem was structurally identical to the Ellsberg paradox. Subjects showed the same pattern of responses as in the traditional Ellsberg paradox, with each delivery service preferred when it was the unambiguous option. Ambiguity aversion is not specific to risk, but can also occur in other domains.
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Rehfeld, David M., and Tracey N. Sulak. "Service Delivery Schedule Effects on Speech Sound Production Outcomes." Language, Speech, and Hearing Services in Schools 52, no. 2 (April 20, 2021): 728–37. http://dx.doi.org/10.1044/2021_lshss-20-00068.

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Purpose Children with speech sound disorders feature prominently on the caseloads of speech-language pathologists working in schools, with many receiving services once or twice weekly for 20–30 min. This study compared the outcomes of services provided twice weekly for 30 min to those provided 4 times weekly for 15 min to examine their effectiveness in remediating speech sound disorders in an elementary school setting. Method A total of 35 students were recruited from an existing public school caseload for participation. Participants were randomly assigned to receive school-based speech therapy services for either 30 min twice weekly or 15 min 4 times weekly. There were no differences between groups in age, gender, or the amount of time spent in general education. Growth was measured by the percentage of Individualized Education Program goals mastered and the percentage of sounds produced correctly in isolation. Results After one calendar year, there was a negligible difference between groups on both the percentage of Individualized Education Program goals mastered and the percentage of sounds produced correctly in isolation. On average, both scheduling configurations were effective in meeting students' needs. Conclusions The results of this study suggest that children with speech sound disorders receiving school-based speech therapy services can benefit from a variety of scheduling options. Awareness of such options is an invaluable resource to speech-language pathologists wanting to provide effective and efficient services. Future research should continue investigating service delivery models' effects in applied settings.
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Poling, Jacob. "Community noise from a drone delivery distribution center: challenges and options." INTER-NOISE and NOISE-CON Congress and Conference Proceedings 263, no. 6 (August 1, 2021): 799–809. http://dx.doi.org/10.3397/in-2021-1652.

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As drone package delivery services are expanded, community noise will be an issue that every operator will need to consider. Drones represent a unique new community noise source that will operate and be perceived differently than traditional aircraft and ground transportation vehicles. It is also likely that some early implementations of drone delivery services by major retailers will operate out of existing distribution centers, which may not be ideally located from a noise perspective. This study considers potential drone delivery noise in the community surrounding an existing distribution center, assuming the facility were to be utilized as the hub of a future drone package delivery service. The predicted noise levels from drone deliveries are compared to typical community noise limits, and potential alternative noise metrics for assessing annoyance from drone noise in communities are discussed. Options to reduce community noise from drone deliveries by altering flight altitude and speed, utilizing different flight path routing strategies, and taking advantage of the potential masking of drones by existing roadway noise are considered.
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Forchuk, C., S. Giustizia, N. Annett, M. Connoy, R. Csiernik, K. Diaz, B. Edwards, et al. "FC27-01 - Youth matters in London: Mental health, addiction and homelessness." European Psychiatry 26, S2 (March 2011): 1965. http://dx.doi.org/10.1016/s0924-9338(11)73668-9.

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This project will work closely with existing service partners involved in street level services and focus on testing and evaluating three approaches for street level interventions for youth who are homeless and who have severe or moderate mentally illness. Youth will be asked to choose their preferred service approach:Housing First related initiatives focused on interventions designed to move youth to appropriate and available housing and ongoing housing supports.Treatment First initiatives to provide Mental Health/Addiction supports and treatment solutions, and; Simultaneous attention to both Housing and Treatment TogetherOur primary objective is to understand the service delivery preferences of homeless youth and understand the outcomes of these choices. Our research questions include:1.Which approaches to service are chosen by youth?2.What are the differences and similarities between groups choosing each approach?3.What are the critical ingredients needed to effectively implement services for homeless youth from the perspectives of youth, families and service providers?Focus groups with staff and family members will occur to assist in understanding the nature of each of service approach, changes that evolve within services, & facilitators and barriers to service delivery. This work will be important in determining which approach is chosen by youth and why. Evaluating the outcomes with each choice will provide valuable information about outcomes for the service options chosen by youth. This assist in better identifying weaknesses in the services offered and inform further development of treatment options that youth will accept.
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Liginlal, Divakaran, Lara Khansa, and Stella C. Chia. "Using Real Options Theory to Evaluate Strategic Investment Options for Mobile Content Delivery." International Journal of Business Data Communications and Networking 6, no. 1 (January 2010): 17–37. http://dx.doi.org/10.4018/jbdcn.2010010102.

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With a rich fare of localized content, but limited regional media outlet channels, mobile content generates new business opportunities for Media News, a small media company with considerable growth potential. Two business models are considered: partnering with wireless service providers and strategic alliances with mobile content syndicators. First, the models are evaluated based on their resource requirements, market share acquisition, revenue generation, and nature, scope and control of content and bandwidth. Then, real options analysis is used to value Media News’ managerial flexibility in responding to uncertainty in investment choices specific to the media industry. The modeling approach, analytical methods, and decision support tools employed in this paper serve as exemplar for engineering managers involved in strategic investment decisions, especially in emerging areas such as mobile commerce.
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Brackett, Diane, and Antonia Brancia Maxon. "Service Delivery Alternatives for the Mainstreamed Hearing-Impaired Child." Language, Speech, and Hearing Services in Schools 17, no. 2 (April 1986): 115–25. http://dx.doi.org/10.1044/0161-1461.1702.115.

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During a 6-year in-service training program demographic and correlational data were obtained on 162 hearing-impaired children in public schools. A discussion of these data and specific case histories of three children are used to describe a set of appropriate service delivery options which may be used by direct service personnel.
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Nasir, Nur Syakinah Abdul, Nurul Labanihuda Abdull Rahman, Hasyeilla Abd Mutalib, and Rabeatul Husna Abdull Rahman. "Bibliometric Analysis of Online Food Delivery Service." 13th GLOBAL CONFERENCE ON BUSINESS AND SOCIAL SCIENCES 13, no. 1 (June 16, 2022): 1. http://dx.doi.org/10.35609/gcbssproceeding.2022.1(70).

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Due to the COVID-19 pandemic, some restaurants have had to adapt their business models to include innovative online food delivery (OFD) services (Gavilan et al., 2021). Customers are becoming more accustomed to utilising apps to order meals from their cellphones (Valley et al., 2022). Food delivery services have developed as a new trend in the food and beverage business as technology has advanced in the twenty-first century. People can now order food by simply pressing a button (Aryani et al., 2022). Food delivery platform operators have developed a new technological model for food delivery services that allows customers to use a mobile app to connect with a variety of local eateries and food providers. The COVID-19 epidemic and shutdown had an impact on small eateries and businesses during and after the outbreak. The Malaysian Ministry of Higher Education has cautioned students not to leave their existing residence within 24 hours of the announcement since the first MCO. Many students were stuck in university dorms and nearby non-residential rental housing areas. As a result, students always use the online food delivery service (OFD) to save time. Food Panda, Grab Food, Lalamove, and other online food delivery services are among the options. Keywords: Bibliometric Analysis, Scopus Database, VOS Viewer, Online Food Delivery
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Chang, Dong-Shang, and Tao-Hsing Wang. "Consumer Preferences for Service Recovery Options After Delivery Delay When Shopping Online." Social Behavior and Personality: an international journal 40, no. 6 (July 1, 2012): 1033–43. http://dx.doi.org/10.2224/sbp.2012.40.6.1033.

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We identified the key attributes of service recovery for product delivery delays when shopping online and elucidated the preference structures of consumers regarding these attributes. A conjoint analysis was conducted using a sample of 201 Internet users; and we found that the 4 most critical attributes of service recovery were: compensation, response speed, apologies, and contact channels. We used a part-worth utility of attribute levels as segmentation variables and conducted a cluster analysis to group the respondents, and to distinguish preferences across various consumer segments. Our findings can serve as a reference for e-retailers when developing service recovery strategies for delayed product delivery.
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Lawlor, Emma R., Margaret E. Cupples, Michael Donnelly, and Mark A. Tully. "Implementing community-based health promotion in socio-economically disadvantaged areas: a qualitative study." Journal of Public Health 42, no. 4 (December 10, 2019): 839–47. http://dx.doi.org/10.1093/pubmed/fdz167.

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Abstract Background There is a gradient relationship between socio-economic status and health. We investigated the views and perceptions of health promotion service providers regarding factors that affect lack of engagement in public health initiatives by residents in socio-economically disadvantaged (SED) communities. Methods We conducted semi-structured interviews with a purposive sample of key providers (n = 15) of community-based health promotion services to elicit their views about engagement-related factors and their experiences of the provision, delivery and impact of health promotion in SED areas. Interviews were analysed using thematic analysis. Results Failure to (i) recognise within SED communities, socio-cultural norms of health-related behaviour and (ii) communicate to local residents an understanding of complex lifestyle influences appeared to affect adversely service engagement and contribute to the development of negative attitudes towards health promotion. Engagement is more likely when services are delivered within familiar settings, peer support is available, initiatives are organized within existing groups, external incentives are offered and there are options regarding times and locations. Collaborative working between providers and communities facilitates efficient, context-sensitive service delivery. Conclusions Knowledge of a local community and its socio-environmental context alongside a collaborative, facilitative and tailored approach to delivery are required to ensure successful engagement of SED communities in health promotion.
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Mulyana, Yaya, and Maun Jamaludin. "Effects of government electronic service quality on citizen satisfaction with integrated service delivery in urban areas." International Journal of Public Policy and Administration Research 10, no. 1 (February 15, 2023): 24–33. http://dx.doi.org/10.18488/74.v10i1.3293.

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In the effort to achieve good and effective public services to gain public satisfaction and trust, the use of public electronic services (e-services) is expected to improve service quality. Public e-services offer better options for processing digital data. With increasing internet access, the use of e-services as a vehicle for delivering various public services is a promising development in the public sector. By maintaining and improving service quality, especially in the public sector, the use of internet/online services or public e-services will make users feel more satisfied and increase public trust. This study aims to determine the effect of electronic service quality on citizen satisfaction with public e-services. A quantitative research methodology was adopted. Data was collected by distributing online questionnaires to users of public e-service applications, totaling 150 respondents in Bandung, Indonesia. The sampling technique used was a purposive, non-probability-based sampling method. The data analysis technique was Structural Equation Modeling (SEM) using Smart software. The test results show that information quality, data security, and data privacy have a significant effect on e-service quality, which, in turn, has implications for citizen satisfaction. Based on the results of this study, we advise public e-services institutions to maintain and improve the quality of e-services by improving information quality, data security, and data privacy to increase user trust in public e-services.
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Storey, Keith. "Vocational Options for Persons with Severe Handicaps: Implications for Counselors." Journal of Applied Rehabilitation Counseling 18, no. 3 (September 1, 1987): 39–41. http://dx.doi.org/10.1891/0047-2220.18.3.39.

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Vocational programs for persons with severe handicaps are changing to focus on competitive employment options. These options include supported work models, work crews, and enclaves. Rehabilitation counselors can play an important role in successful employment through coordinating transition from school to adult service systems and becoming part of a program that includes a functional curriculum, integrated schools, and a community-based service delivery.
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Cortis, Natasha, Ciara Smyth, Kylie valentine, Jan Breckenridge, and Patricia Cullen. "Adapting Service Delivery during COVID-19: Experiences of Domestic Violence Practitioners." British Journal of Social Work 51, no. 5 (July 1, 2021): 1779–98. http://dx.doi.org/10.1093/bjsw/bcab105.

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Abstract COVID-19 rapidly altered patterns of domestic and family violence, increasing the complexity of women’s needs, and presenting new barriers to service use. This article examines service responses in Australia, exploring practitioners' accounts of adapting service delivery models in the early months of the pandemic. Data from a qualitatively enriched online survey of practitioners (n = 100) show the ways services rapidly shifted to engage with clients via remote, technology-mediated modes, as physical distancing requirements triggered rapid expansion in the use of phone, email, video calls and messaging, and many face-to-face interventions temporarily ceased. Many practitioners and service managers found that remote service delivery improved accessibility and efficiency. Others expressed concerns about their capacity to assess risk without face-to-face contact, and were unsure whether new service modalities would meet the needs of all client groups and reflect best practice. Findings attest to practitioners' mixed experiences during this period of rapid service innovation and change, and underline the importance of monitoring emerging approaches to establish which service adaptations are effective for different groups of people, and to determine good practice for combining remote and face-to-face service options in the longer term.
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Speaker, Paul J. "Forensic science service provider models: data-driven support for better delivery options." Australian Journal of Forensic Sciences 45, no. 4 (December 2013): 398–406. http://dx.doi.org/10.1080/00450618.2013.773076.

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O'Hara, Rachel, Lindsey Bishop-Edwards, Emma Knowles, and Alicia O'Cathain. "Variation in the delivery of telephone advice by emergency medical services: a qualitative study in three services." BMJ Quality & Safety 28, no. 7 (January 12, 2019): 556–63. http://dx.doi.org/10.1136/bmjqs-2018-008330.

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BackgroundAn emergency ambulance is not always the appropriate response for emergency medical service patients. Telephone advice aims to resolve low acuity calls over the phone, without sending an ambulance. In England, variation in rates of telephone advice and patient recontact between services raises concerns about inequities in care. To understand this variation, this study aimed to explore operational factors influencing the provision of telephone advice.MethodsThis is a multimethod qualitative study in three emergency medical services in England with different rates of telephone advice and recontact. Non-participant observation (120 hours) involved 20 call handlers and 27 clinicians (eg, paramedics). Interviews were conducted with call handlers, clinicians and clinician managers (n=20).ResultsServices varied in their views of the role of telephone advice, selection of their workforce, tasks clinicians were expected and permitted to do, and access to non-ambulance responses. Telephone advice was viewed either as an acceptable approach to managing demand or a way of managing risk. The workforce could be selected for their expertise or their inability to work ‘on-the-road’. Some services permitted proactive identification of calls for a lower priority response and provided access to a wider range of response options. The findings aligned with telephone advice rates for each service, particularly explaining why one service had lower rates.ConclusionSome of the variation observed can be explained by operational differences between services and some of it by access to alternative response options in the wider urgent and emergency care system. The findings indicate scope for greater consistency in the delivery of telephone advice to ensure the widest range of options to meet the needs of different populations, regardless of geographical location.
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Jayarajan, Deepak, Thanapal Sivakumar, John B. Torous, and Jagadisha Thirthalli. "Telerehabilitation in Psychiatry." Indian Journal of Psychological Medicine 42, no. 5_suppl (October 2020): 57S—62S. http://dx.doi.org/10.1177/0253717620963202.

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The COVID-19 pandemic has interrupted the usual mechanisms of healthcare delivery and exacerbated symptoms of mental illnesses. Telemedicine has morphed from niche service to essential platform, with newly released guidelines that cover various aspects of tele-mental health delivery. Rehabilitation services, which incorporate a range of psychosocial interventions and liaison services, have been significantly impacted too. They are currently more institute-based than community-based in India. However, recent legislation has mandated that community-based rehabilitation options be available. While a large treatment gap for mental health issues has always existed, telemedicine provides an opportunity to scale services up to minimize this gap. Community-based rehabilitation can be delivered over various platforms, from text to phone to videoconferencing, and various devices. Telemedicine is cost-effective, and enables delivery of services where existing services are inadequate. The recent guidelines allow other healthcare workers to be involved in mental health service delivery. Hence, in addition to direct delivery of services, telerehabilitation can facilitate task-shifting, with mental health professionals mentoring and supervising existing human resources, such as ASHA workers, VRWs, DMHP programme staff, and others. Tele-rehabilitation also poses challenges - not all needs can be met; access and privacy can be a problem in resource-scarce settings; liaison with existing services is required; and organisations need to plan appropriately and re-allocate resources. Digital access to welfare benefits and interventions must be expanded without disadvantaging those without internet access. Yet, many rehabilitation interventions can be adapted to telemedicine platforms smoothly, and task-shifting can broaden access to care for persons with disability.
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Mutmainah, Iin, and Yunita Yunita. "Penerapan Metode Topsis Dalam Pemilihan Jasa Ekspedisi." Jurnal Sisfokom (Sistem Informasi dan Komputer) 10, no. 1 (March 19, 2021): 86–92. http://dx.doi.org/10.32736/sisfokom.v10i1.1028.

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Many factors influence the selection of expedition services, such as the length of delivery, the price offered to the services provided. At first the company chose the expedition service partner based solely on customs, but often there were obstacles such as unsatisfactory service, less neat packing of goods, high prices and so forth. The impact is the customer's disappointment with the service we provide.In selecting the best expedition services, a mechanism is needed to deliver the goods that are truly feasible. One of them can be done by using a decision support system with the topsis method. Where the TOPSIS method has a simple and easy-to-understand concept and has the ability to measure the relative performance of decision alternatives in a simple mathematical form. The criteria used in this study include price, service, delivery time, range, type of fleet and company experience, while alternative options for expedition services are Ezra Cargo, Sentral Cargo, Dakota Cargo, Indah Logistik Cargo, Run Logistics, Trans Java Sumatra. The results of calculations using the Topsis method can be said that, the selection of the best expeditionary services is Central Cargo with first place with a value of 0,8887, then followed by Indah Logistik Cargo with second place with a value of 0,5866, and third place is Ezra Cargo with a value of 0,5444. Thus, Central Cargo is the best solution in the selection of expedition services at PT. Tachimita Hoka Utama.
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Plucker, Jonathan A., and Houston Barber. "Talent Development Plans Help Guide Consistent, Equitable Service Delivery." Gifted Child Today 44, no. 1 (December 28, 2020): 39–43. http://dx.doi.org/10.1177/1076217520963673.

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Talent development plans are well-articulated representations of a district’s or school’s advanced learning opportunities. These plans show how a bright student progresses through the available programming and provide families with information about their child’s options and opportunities. In addition to reviewing the basic pieces of a talent development plan, this article describes the experiences of one school district that uses such a plan to help guide its improvement efforts, which include extensive use of community and private sector partnerships. Examples of district talent development plans are included.
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Al Awaji, Nisreen Naser, Alanoud A. Almudaiheem, and Eman M. Mortada. "Assessment of caregivers’ perspectives regarding speech-language services in Saudi Arabia during COVID-19." PLOS ONE 16, no. 6 (June 22, 2021): e0253441. http://dx.doi.org/10.1371/journal.pone.0253441.

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Background As a consequence of stay-at-home and other lockdown measures, such as social distancing, all health care service provisions during the COVID-19 pandemic have been affected, including the provision of speech therapy. Telehealth services can play a major role in maintaining access to health care, help speech and language pathologists (SLPs) overcome physical barriers by providing patients and caregivers with access to health care, and limit the discontinuity of patient care. To have a better understanding of the changes that have occurred in these services during COVID-19, this research was conducted to explore the nature and current situation of speech-language services in Saudi Arabia based on caregivers’ perspectives. It also investigated whether changes have occurred in these services during the COVID-19 lockdown. The study also determined the perception of caregivers in delivering SLS sessions remotely. Method A cross-sectional study was conducted with 385 caregivers in Saudi Arabia. An online survey asked whether children were experiencing any SLS problems and if they had received any intervention. The survey also assessed the perception of changes in service during the COVID-19 lockdown and the perceptions, acceptance, and willingness of the caregivers to deliver telehealth speech services in Saudi Arabia. Results About 50% of the respondents had or were suspected to have a child with SLS problems, and just over half of them had accessed SLS services. Most of the respondents reported suspension of therapy sessions as a response to the COVID-19 pandemic. While the respondents had little experience using telehealth prior to the pandemic, they generally showed a willingness to use telehealth in therapy sessions, expressing a preference for video calls over other options. Conclusion The study revealed that SLS services in Saudi Arabia are limited and that accessing these services is challenging. Alternative service delivery using remote services could help caregivers overcome such challenges. When telehealth was introduced as an option for service delivery, the caregivers showed welcoming responses, particularly with video calls.
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Wilkins, John K. "Conceptual and Practical Considerations in Alternative Service Delivery." International Review of Administrative Sciences 69, no. 2 (June 2003): 173–89. http://dx.doi.org/10.1177/0020852303069002004.

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Alternative service delivery (ASD) is a Canadian phenomenon that spread, surfaced important issues and made a wider impact. ASD refers to the many and varied organizational forms and delivery mechanisms governments use to achieve their objectives. It is anchored in a spectrum of options that mirrors the diversity of the nation, its governments and its public institutions. Innovations sustain the capacity to serve the public interest and to leverage efficiency, accountability and renewal. They embrace a strategy of collaboration across sectors and boundaries to overcome impediments to change and to transform service delivery. Countless spin-offs cascade throughout the Canadian public sector. Many governments benchmark the international scene and adapt innovations to their settings. Respect for situation and reciprocal learning facilitate the transfer of good practice. Lessons learned from ASD experiences across Canada and in countries like Tanzania, Latvia and New Zealand improve the prospects of `getting service delivery right'.
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Huxley, Adam. "Substance misuse and special groups." Clinical Psychology Forum 1, no. 278 (February 2016): 26–29. http://dx.doi.org/10.53841/bpscpf.2016.1.278.26.

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This article describes populations of people that misuse substances, who often face barriers into treatment services or who may find that traditional service delivery models do not always meet their needs. There are a number of groups within the substance misuse population who often require enhanced treatment experiences, joint working with other providers and adjunctive treatment options. Equitable provision of treatment forms part of modern healthcare delivery. This paper will discuss some of the groups that face barriers into mainstream substance misuse services. Specialist treatment pathways will be discussed, as an attempt to meet additional treatment needs.
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Szymanski, Edna Mora, and Randall M. Parker. "Supported Employment and Time-Limited Transitional Employment Training: Options For Rehabilitation Counselors." Journal of Applied Rehabilitation Counseling 19, no. 2 (June 1, 1988): 11–15. http://dx.doi.org/10.1891/0047-2220.19.2.11.

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Support employment and time-limited transitional employment training are service options which can help rehabilitation counselors increase employment opportunities for persons with disabilities. This article provides definitions and describes the background, service delivery, and assessment and training approaches related to supported employment and time-limited transitional employment training. Resultant issues concerning the role and preparation of the rehabilitation counselor are also discussed.
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Norman, Wendy V., Barbara Hestrin, and Royce Dueck. "Access to Complex Abortion Care Service and Planning Improved through a Toll-Free Telephone Resource Line." Obstetrics and Gynecology International 2014 (2014): 1–4. http://dx.doi.org/10.1155/2014/913241.

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Background. Providing equitable access to the full range of reproductive health services over wide geographic areas presents significant challenges to any health system. We present a review of a service provision model which has provided improved access to abortion care; support for complex issues experienced by women seeking nonjudgmental family planning health services; and a mechanism to collect information on access barriers. The toll-free pregnancy options service (POS) of British Columbia Women’s Hospital and Health Centre sought to improve access to services and overcome barriers experienced by women seeking abortion.Methods. We describe the development and implementation of a province-wide toll-free telephone counseling and access facilitation service, including establishment of a provincial network of local abortion service providers in the Canadian province of British Columbia from 1998 to 2010.Results. Over 2000 women annually access service via the POS line, networks of care providers are established and linked to central support, and central program planners receive timely information on new service gaps and access barriers.Conclusion. This novel service has been successful in addressing inequities and access barriers identified as priorities before service establishment. The service provided unanticipated benefits to health care planning and monitoring of provincial health care related service delivery and gaps. This model for low cost health service delivery may realize similar benefits when applied to other health care systems where access and referral barriers exist.
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Gellatly, Judith, Leanne Chisnall, Nic Seccombe, Kathryn Ragan, Nicola Lidbetter, and Kate Cavanagh. "@Home eTherapy Service for People with Common Mental Health Problems: an Evaluation." Behavioural and Cognitive Psychotherapy 46, no. 1 (May 16, 2017): 115–20. http://dx.doi.org/10.1017/s1352465817000297.

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Background: Ensuring rapid access to psychological interventions is a priority of mental health services. The involvement of peer workers to support the delivery of more accessible treatment options such as computerized cognitive behaviour therapy (CCBT) is recognized. Aims: To evaluate the implementation of a third sector remote CCBT @Home eTherapy service for people experiencing common mental health problems supported by individuals with lived experience. Method: Supported CCBT packages with telephone support were delivered over a 30-month period. Self-complete measures identifying levels of depression, anxiety and functioning were administered at each treatment appointment. Results: Over 2000 people were referred to the @Home eTherapy service; two-thirds attended an initial assessment and 53.4% of referrals assigned to CCBT completed treatment. Statistically significant improvements in anxiety, depression and functioning were found, with 61.6% of treated clients meeting recovery criteria. Conclusions: The service meets Improving Access to Psychological Therapies (IAPT) key performance targets, and is comparable to other IAPT services using CCBT. Evidence for the successful implementation of such a service by a third sector organization is provided.
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Nnamani, Desmond Okechukwu, and Francis Chigozie Chilaka. "Economic Reforms and Social Service Delivery in Nigeria 1999 - 2007 : Issues and Options." Oman Chapter of Arabian Journal of Business and Management Review 2, no. 4 (November 2012): 9–23. http://dx.doi.org/10.12816/0002255.

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Hall, Kathleen, Lyndal Maxwell, Robyn Cobb, Michael Steele, Rebecca Chambers, Mark Roll, Scott Cameron Bell, and Suzanne Kuys. "Physiotherapy service provision in a specialist adult cystic fibrosis service: A pre-post design study with the inclusion of an allied health assistant." Chronic Respiratory Disease 18 (January 1, 2021): 147997312110178. http://dx.doi.org/10.1177/14799731211017895.

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What is the impact of including an allied health assistant (AHA) role on physiotherapy service delivery in an acute respiratory service? A pragmatic pre-post design study examined physiotherapy services across two 3-month periods: current service delivery [P1] and current service delivery plus AHA [P2]. Clinical and non-clinical activity quantified as number, type and duration (per day) of all staff activity categorised for skill level (AHA, junior, senior). Physiotherapy service delivery increased in P2 compared to P1 (n = 4730 vs n = 3048). Physiotherapists undertook fewer respiratory (p < 0.001) and exercise treatments (p < 0.001) but increased reviews for inpatients (p < 0.001) and at multidisciplinary clinics in P2 (56% vs 76%, p < 0.01). The AHA accounted for 20% of all service provision. AHA activity comprised mainly non-direct clinical care including oversight of respiratory equipment use (e.g. supply, set-up, cleaning, loan audits) and other patient-related administrative tasks associated with delegation handovers, supervision and clinical documentation (72%), delegated supervision of established respiratory (5%) and exercise treatments (10%) and delegated exercise tests (3%). The AHA completed most of the exercise tests (n = 25). AHA non-direct clinical tasks included departmental management activities (11%). No adverse events were reported. AHA inclusion in an acute respiratory care service changed physiotherapy service provision. The AHA completed delegated routine clinical and non-clinical tasks. Physiotherapists increased clinic activity and annual reviews. Including an AHA role offers sustainable options for enhancing physiotherapy service provision in acute respiratory care.
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Coelho, Richard J., and Norma F. Dillon. "A Survey of Elderly Persons with Developmental Disabilities." Journal of Applied Rehabilitation Counseling 21, no. 1 (March 1, 1990): 9–15. http://dx.doi.org/10.1891/0047-2220.21.1.9.

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The present study addresses the development and utilization of a needs assessment survey to examine demographic characteristics, adaptive functional skills, clinical service needs and psychosocial attributes of a population of elderly persons with developmental disabilities. The population consisted of sixty-seven persons, age fifty-five years or older, in receipt of services from a comprehensive, mental health service delivery system in Michigan. Based on findings, several areas of service were targeted for agency scrutiny and action to assure quality service provision for the elderly population studied: 1) Increased health and sensory monitoring; 2) Improved diagnostic assessment and service planning processes for service differentiation to meet the unique characteristics of the population; and 3) Expanded generic service options to increase interaction within society and with age peers without disabilities. Rehabilitation professionals are urged to take a proactive role in the evaluation of current program delivery models serving elderly persons with developmental disabilities and in the development of Innovative community based programs to accommodate their complex and changing social, health, and habilitation needs.
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Miller, Brian M. "Drone Delivery and the Takings Clause." Texas A&M Journal of Property Law 6, no. 2 (May 2020): 169–76. http://dx.doi.org/10.37419/jpl.v6.i2.3.

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Amazon, Inc.’s fledgling drone shipping service, “Prime Air,” and similar services, may pose a new threat to private property rights. Companies that ship by drone would likely have to fly the drones over private land. But who owns the low-altitude airspace above private land? That issue is unsettled, but the common law supports the view that low-altitude airspace belongs to the landowners beneath. If that is correct, companies like Amazon have two main options to get drone shipping off the ground: (1) pay the landowners on the intended routes for an easement through their low-altitude airspace, or (2) count on the government to compel easements through these spaces. The second option presents a Takings Clause problem. Because forced easements of flight intrude on landowner rights, landowners burdened by drone easements could potentially prove a per se taking. But even if drone easements are not per se takings, case law and the “character of the government action” factor in the Penn Central analysis give landowners a fighting chance to prove a regulatory taking. Overall, the Takings Clause could be a valuable tool for both economic efficiency and equity, requiring beneficiaries of drone easements to compensate those burdened by the easements. If drone shipping takes off in the U.S., current law may ensure that the negative externalities will not fall solely on the surface landowners.
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Blosser, Jean L., and Annette Kratcoski. "PACs." Language, Speech, and Hearing Services in Schools 28, no. 2 (April 1997): 99–107. http://dx.doi.org/10.1044/0161-1461.2801.99.

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Changes in demographic and economic trends, as well as reforms in health care and education, have encouraged speech-language pathologists to expand the service delivery options they offer. Practitioners are searching for service delivery models that promote clients’ functional skills, are cost-effective, and reflect accountability and efficacy. There is increasing demand for models that incorporate team decision-making and participation. This article provides clinicians with a framework for decision-making and service delivery by encouraging speech-language pathologists and their colleagues to consider the unique combination of providers, activities, and contexts (PACs) necessary to meet the specific needs of each individual with a communication disorder.
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Chung, Cheng Chi, and Yu Kai Huang. "Dynamic Analysis of Store-to-Store Delivery Service through Fuzzy Cognitive Map." Applied Mechanics and Materials 253-255 (December 2012): 1558–62. http://dx.doi.org/10.4028/www.scientific.net/amm.253-255.1558.

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The Internet enables many companies to use the Web to allow customers to configure specific order options tailored to the tastes and preferences of the customers. Hence, logistics management exposes the formerly latent logistics system in the economic activities and reveals the inner connections between parts of logistics activities. Store-to-store delivery service is one of the most important delivery systems in Taiwan. The authors establish an evaluation model to analyze and describe the store-to-store delivery using sensitivity model and fuzzy cognitive map. The results obtained can be used to help the manager formulate strategies and reduce risks as well.
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Iqbal, Md Hafiz. "Telemedicine: An Innovative Twist to Primary Health Care in Rural Bangladesh." Journal of Primary Care & Community Health 11 (January 2020): 215013272095051. http://dx.doi.org/10.1177/2150132720950519.

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Background: Health care service is worsening in the remote villages due to less complete and further away of healthcare facilities and service and makes this service costs compared to those of urban people. Telemedicine service provides a potential solution regarding this particular issue. This study provides empirical evidence of the benefits package consists of hypothetical telemedicine service and evaluates the economic benefit of telemedicine service. Methods: The study measures marginal willingness-to-pay (MWTP) responses to policy change on a sample (n = 203) observations. A randomized conjoint experiment has conducted in 7 remote villages of 3 coastal districts of the southwest coastal region of Bangladesh. Each respondent ranks 3 options-two hypothetical alternatives and the telemedicine status quo scheme. The level of attributes-payment for telemedicine service, sample collection from home, medicine delivery to home, capitation through online technology, service delivery frequency, and blood pressure and glucose measure at home-are randomly and jointly assigned to the 2 alternatives. Results and Conclusions: Coastal villagers would like to pay more in option 4 and above. The lower payment for telemedicine service does not necessarily imply low demand for telemedicine, as the findings from MWTP illustrate potential demand for telemedicine in coastal villages in Bangladesh.
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Francis, David, Marc Chable, Matthew Campbell, and Anne-Marie Blewett. "Supporting energy transition as a service contractor." APPEA Journal 62, no. 2 (May 13, 2022): S256—S259. http://dx.doi.org/10.1071/aj21073.

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Service contractors are heavily engaged in the energy transition and decarbonisation process, designing and executing capital projects and asset upgrades that will sustain the new look economy. The next question is what can service contractors do to directly contribute to a reduction in carbon emissions and fossil fuel use? This review will examine the impact of updating our service delivery to drive down energy consumption and emissions, and plan for a future where renewable energy can power the field services we provide. Upstream Production Solutions (Upstream PS) has started on our journey of monitoring the greenhouse gas emissions for our business as per AS ISO 14064, and while we are below the 50 kt threshold for a registered reporting entity as per the Australian National Greenhouse and Energy Reporting Act 2007, the increased awareness has helped us identify key areas where we can make positive changes in our business and directly contribute to emissions reduction: development of fit for purpose company standards; optimised selection of mobile fleet; improved planning and scheduling leading to reduced kilometres driven and emissions; and incorporating low-emissions technology options into our services. Upstream PS will share our progress as we pursue practical improvements while maintaining, and even improving, the delivery of our services.
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Kierans, Joanne, and Michael Byrne. "A potential model for primary care mental health services in Ireland." Irish Journal of Psychological Medicine 27, no. 3 (September 2010): 152–56. http://dx.doi.org/10.1017/s0790966700001361.

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AbstractObjectives:A high demand for the inclusion of psychosocial interventions for primary care mental health presentations has become more apparent in recent years. Current policies have proposed models of care highlighting principles required for a quality service. However, implementation has been slow to date. This article aims to inform the current debate relating to primary care service delivery models for mental health presentations and to contribute towards future planning initiatives.Method:A narrative review of a range of policies and selected articles relevant to primary care mental health in an Irish context.Results:The search produced four distinct themes: current service provision in Ireland; stakeholders' views; psychological care options; and potential service structures. Thereafter, a potential service delivery model is proposed. This formulated model employs a combination of elements from the reviewed themes to provide a clinically- and cost-effective, equitable and accessible service driven by service user and carer input.Conclusions:Although this review was selective in nature, the proposed potential model can complement future research agendas for more favourable primary care practice in Ireland. Recommendations are made for the planning of services including policy implementation procedures, training and communication.
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Ma, Siqi. "Fast or free shipping options in online and Omni-channel retail? The mediating role of uncertainty on satisfaction and purchase intentions." International Journal of Logistics Management 28, no. 4 (November 13, 2017): 1099–122. http://dx.doi.org/10.1108/ijlm-05-2016-0130.

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Purpose The purpose of this paper is to investigate the effect of a dimension of logistics service quality (delivery time) interacting with shipping charges and purchase importance on customer satisfaction and purchase intentions in an e-commerce context. Uncertainty in terms of perceived ambiguity and perceived riskiness is shown to be the theoretical mechanism that plays a mediating role in the relationships between delivery time and customer satisfaction, as well as between delivery time and purchase intentions. Design/methodology/approach This study used a scenario-based role playing experiment. Three variables are manipulated in the design of the study – delivery time, shipping charges, and purchase importance. Participant responses (n=360) were collected through Amazon Mechanical Turk with perceptual measures. Findings Results indicated that increased delivery time significantly increased customers’ perceived ambiguity and perceived riskiness which reduced satisfaction as well as negatively impacted purchase intentions. Further, free shipping reduced customers’ perceived ambiguity when delivery time was lengthy, but strengthened the perception of ambiguity when the delivery time was short. Originality/value This paper sheds light on how a dimension of logistics service quality (delivery time) interacts with shipping charges and purchase importance to impact customer satisfaction and purchase intentions. It introduces uncertainty in the form of perceived ambiguity and perceived riskiness, to the logistics service literature as the mechanism that can explain how delivery time interacting with shipping charges and purchase importance impact customer satisfaction and purchase intentions. The implications for online retailers are that they should display separate shipping charges for shorter delivery times but for longer delivery times they should display a total price for the product which includes the shipping cost. Also when the purchase is important to the customer, they should offer shorter shipping time choices if they want to increase customer satisfaction.
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Wang, Chia-Nan, Jen-Der Day, and Muhammad Farid. "Service Innovation Model of the Automobile Service Industry." Applied Sciences 9, no. 12 (June 13, 2019): 2403. http://dx.doi.org/10.3390/app9122403.

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Service innovations in the service industry will improve its ability to compete in maintenance as well as increase the number of customers. Measuring service innovations according to the characteristics of the automobile industry is important. Thus, the aim of this paper is to develop a model to measure service innovation in the automobile service industry. A structural equation model is created based on theory and previous models. Data about the industry’s perception of service innovation are collected from questionnaires in Kaohsiung, Taiwan. Samples were collected from 61 authorized automobile service centers. The results indicate that customer demand, competition, and a knowledge-based network as enabler factors are positively correlated with service innovation. Furthermore, a new service concept, new client interface, new service delivery system, and new technology options are positively related to service innovation. Finally, service innovation has a significant positive effect on a firm’s performance. This study developed an effective service innovation model of the automobile service industry.
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Espinosa, Judith M., Matthew R. Baca, Amy D. Estelle, Nancy Bennett, Geri Knoebel, Mary E. White, and Josette P. Lucero. "Client Referral, Ridership, and Financial Tracking [CRRAFT] Transit Management System: CRRAFTing a Bridge to Coordinated Interagency Transportation." Transportation Research Record: Journal of the Transportation Research Board 1841, no. 1 (January 2003): 62–72. http://dx.doi.org/10.3141/1841-07.

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From the 1990s on, a growing number of federal and state human service programs have identified transportation as an allowable, often vital, support service for clients. State human services agencies in New Mexico are improving clients’ transportation options either by funding the expansion of local transit operators’ service areas and hours, or the starting up of new transit systems. Agencies providing this new transportation funding require specific reports based on the human service delivery model. Because services are client-based, the reports include the number of unique clients served, number of trips provided to each client, trip purposes, and costs. For New Mexico rural transit systems that operate under FTA Section 5311 guidelines, services and reports are trip based. To bridge the gap between human service agency and rural transit system cultures, the Alliance for Transportation Research Institute of the University of New Mexico developed a web-based software program, the Client Referral, Ridership, and Financial Tracking (CRRAFT) Transit Management System. The software integrates human service client transportation referral and service delivery with daily rural public transit operations, provides passengers with increased seamlessness in transportation service, and generates financial and client tracking reports that meet each funding agency’s criteria, including those required by FTA. The CRRAFT lessens the burden on small transit systems that have limited administrative staff of two to three people. The software also provides funding agencies with tools to facilitate planning and to maintain administrative and fiscal accountability.
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Ulmer, Marlin, and Martin Savelsbergh. "Workforce Scheduling in the Era of Crowdsourced Delivery." Transportation Science 54, no. 4 (July 2020): 1113–33. http://dx.doi.org/10.1287/trsc.2020.0977.

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Using crowdsourced delivery capacity, that is, individuals offering their vehicle and their time to perform deliveries, can allow companies to provide faster delivery options and more easily accommodate fluctuations in demand. However, because of the uncertainty associated with crowdsourced delivery capacity, ensuring service quality is more challenging. To prevent or mitigate any negative effects of the uncertainty associated with crowdsourced delivery capacity, companies may choose to also have a scheduled delivery workforce that they can control more effectively. We investigate continuous approximation and value function approximation methods for scheduling this workforce, that is, deciding their shifts (start time and duration) to achieve a service level target at minimum cost. An extensive computational study demonstrates the efficacy of our methods and provides insights into the use of crowdsourced delivery capacity.
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Page, Fiona, Jo-Anne Pertile, Kym Torresi, and Claire Hudson. "Alternative Service Delivery Options: The Effectiveness of Intensive Group Treatment with Pre-school Children." Australian Journal of Human Communication Disorders 22, no. 2 (December 1994): 61–72. http://dx.doi.org/10.3109/asl2.1994.22.issue-2.06.

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Meuter, Matthew L., Amy L. Ostrom, Robert I. Roundtree, and Mary Jo Bitner. "Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters." Journal of Marketing 64, no. 3 (July 2000): 50–64. http://dx.doi.org/10.1509/jmkg.64.3.50.18024.

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Self-service technologies (SSTs) are increasingly changing the way customers interact with firms to create service outcomes. Given that the emphasis in the academic literature has focused almost exclusively on the interpersonal dynamics of service encounters, there is much to be learned about customer interactions with technology-based self-service delivery options. In this research, the authors describe the results of a critical incident study based on more than 800 incidents involving SSTs solicited from customers through a Web-based survey. The authors categorize these incidents to discern the sources of satisfaction and dissatisfaction with SSTs. The authors present a discussion of the resulting critical incident categories and their relationship to customer attributions, complaining behavior, word of mouth, and repeat purchase intentions, which is followed by implications for managers and researchers.
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