The demand of e-Health service increases dramatically owing to rapidly aging society, therefore, how to design e-Health service features that fit patients' expectations becomes an important issue. This research aims to propose a research framework to examine the fit between five properties of e-Health service offerings and four patients' segments. To justify the framework, we will conduct a survey of an e-Healthcare program in the National Taiwan University. The study expects to contribute to e-Health by increasing the understanding of the critical service design features in e-Health provision.
{"title":"Examining the Fit between e-Health Service Design Features and Patient Segments","authors":"Hsin-Lu Chang, Ya-Lin Tsai","doi":"10.1109/IJCSS.2011.52","DOIUrl":"https://doi.org/10.1109/IJCSS.2011.52","url":null,"abstract":"The demand of e-Health service increases dramatically owing to rapidly aging society, therefore, how to design e-Health service features that fit patients' expectations becomes an important issue. This research aims to propose a research framework to examine the fit between five properties of e-Health service offerings and four patients' segments. To justify the framework, we will conduct a survey of an e-Healthcare program in the National Taiwan University. The study expects to contribute to e-Health by increasing the understanding of the critical service design features in e-Health provision.","PeriodicalId":251415,"journal":{"name":"2011 International Joint Conference on Service Sciences","volume":"2016 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2011-05-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121376349","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Most of researches focused on the asymmetry in exchange rate pass-through (ERPT) to general import price. However, the result of regression for different categories of commodity may diverge from the general products. Therefore, the main purpose of this thesis is to investigate different categorized commodity would bring about different threshold value and threshold effect or not. Using the threshold regression model, the empirical results shows that different categorized commodity has respective threshold value and all of them have threshold effect.
{"title":"Asymmetric Exchange Rate Pass-through of Categorized Import Price Index - An Empirical Study of Taiwan","authors":"Tzu-Ying Chen, Yi-Heng Tseng","doi":"10.1109/IJCSS.2011.76","DOIUrl":"https://doi.org/10.1109/IJCSS.2011.76","url":null,"abstract":"Most of researches focused on the asymmetry in exchange rate pass-through (ERPT) to general import price. However, the result of regression for different categories of commodity may diverge from the general products. Therefore, the main purpose of this thesis is to investigate different categorized commodity would bring about different threshold value and threshold effect or not. Using the threshold regression model, the empirical results shows that different categorized commodity has respective threshold value and all of them have threshold effect.","PeriodicalId":251415,"journal":{"name":"2011 International Joint Conference on Service Sciences","volume":"122 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2011-05-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"134604657","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Academic research reflects an increasing concern that conventional knowledge on services management such as location strategy may not adequately inform management on crafting an IT-driven service strategy to succeed in the emerging electronic mediated environment(EME). To provide insights into consumers' perception of services consumption and its potential influence on the development of long-term exchange relationship between consumers and service providers in the EME, this study examines how service consumption experience affects long-term relational exchange in the EME.
{"title":"Service Consumption Experience and Relational Exchange in Electronic Mediated Environment","authors":"Hua Dai, Kuang-Wei Wen, Wei Zhao","doi":"10.1109/IJCSS.2011.32","DOIUrl":"https://doi.org/10.1109/IJCSS.2011.32","url":null,"abstract":"Academic research reflects an increasing concern that conventional knowledge on services management such as location strategy may not adequately inform management on crafting an IT-driven service strategy to succeed in the emerging electronic mediated environment(EME). To provide insights into consumers' perception of services consumption and its potential influence on the development of long-term exchange relationship between consumers and service providers in the EME, this study examines how service consumption experience affects long-term relational exchange in the EME.","PeriodicalId":251415,"journal":{"name":"2011 International Joint Conference on Service Sciences","volume":"148 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2011-05-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133824517","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Call centers operational models size staff by balancing service quality and efficiency. Classic models consider only the case of dedicated staff. We propose a model for right sizing shared staff, thus extending the classical Erlang C by using the Gamma incomplete function. This model has a wider coverage and support flexible configurations as required by emerging markets and, furthermore, it enables transparent pricing against a certified service level.
{"title":"Right Sizing Customer Care: An Approach for Sustainable Service Level Agreements","authors":"T. Barroero, G. Motta, M. D. Della Vedova","doi":"10.1109/IJCSS.2011.16","DOIUrl":"https://doi.org/10.1109/IJCSS.2011.16","url":null,"abstract":"Call centers operational models size staff by balancing service quality and efficiency. Classic models consider only the case of dedicated staff. We propose a model for right sizing shared staff, thus extending the classical Erlang C by using the Gamma incomplete function. This model has a wider coverage and support flexible configurations as required by emerging markets and, furthermore, it enables transparent pricing against a certified service level.","PeriodicalId":251415,"journal":{"name":"2011 International Joint Conference on Service Sciences","volume":"105 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2011-05-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132175508","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Client centers have considerable influence to the success of a business. Companies encourage people to visit their client centers, in the hope of engaging potential clients. However, this could give rise to large financial costs. With the recent advances in the technology of computer graphics and virtual reality, this paper presents an approach to construct 3D virtual client centers. To visit a virtual client center, the client no longer needs to travel from place to place, but just takes a virtual tour while staying before an internet-enabled computer. The contributions of this paper are as following: 1) we present an approach to construct a 3D virtual client center in a relatively convenient way, 2) we model the virtual client center as a collection of services, to further facilitate the development work.
{"title":"3D Virtual Client Center and its Service Oriented Modeling","authors":"Y. Wang, Lijun Mei, Q. Li, Jian Wang, Ziyu Zhu","doi":"10.1109/IJCSS.2011.72","DOIUrl":"https://doi.org/10.1109/IJCSS.2011.72","url":null,"abstract":"Client centers have considerable influence to the success of a business. Companies encourage people to visit their client centers, in the hope of engaging potential clients. However, this could give rise to large financial costs. With the recent advances in the technology of computer graphics and virtual reality, this paper presents an approach to construct 3D virtual client centers. To visit a virtual client center, the client no longer needs to travel from place to place, but just takes a virtual tour while staying before an internet-enabled computer. The contributions of this paper are as following: 1) we present an approach to construct a 3D virtual client center in a relatively convenient way, 2) we model the virtual client center as a collection of services, to further facilitate the development work.","PeriodicalId":251415,"journal":{"name":"2011 International Joint Conference on Service Sciences","volume":"21 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2011-05-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133754986","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
This study assimilated IT and HR literatures to investigate the relationships between IT competencies, HR competencies, and job performance for HR professionals. Drawing on a sample of 122 HR professionals from 8 financial service companies in Taiwan, our results show that IT competencies and HR competencies are positively and significantly associated with job performance, and HR competencies partially mediate the relationship between IT competencies and job performance at the individual level. Further, the study also support for IT competencies as a determinant of HR competencies and job performance. The theoretical and managerial implications and contributions of these findings are discussed.
{"title":"Antecedent of HR Competencies and Job Performance: Required IT Competencies for HR Professional in Digital Era","authors":"Hung-Yue Suen, Hsiang-En Hsiao, Jiann-Min Yang","doi":"10.1109/IJCSS.2011.23","DOIUrl":"https://doi.org/10.1109/IJCSS.2011.23","url":null,"abstract":"This study assimilated IT and HR literatures to investigate the relationships between IT competencies, HR competencies, and job performance for HR professionals. Drawing on a sample of 122 HR professionals from 8 financial service companies in Taiwan, our results show that IT competencies and HR competencies are positively and significantly associated with job performance, and HR competencies partially mediate the relationship between IT competencies and job performance at the individual level. Further, the study also support for IT competencies as a determinant of HR competencies and job performance. The theoretical and managerial implications and contributions of these findings are discussed.","PeriodicalId":251415,"journal":{"name":"2011 International Joint Conference on Service Sciences","volume":"18 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2011-05-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114687046","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Virtual communities constitute an online environment that offers a new form of communication whereby community members share information and interact with each other through participation in the community. Social presence, the degree to which a person is perceived as real in a mediated communication, is a key factor that may foster higher proficiency in computer-mediated communication environments such as virtual communities. Drawing on the relational view of social presence, this research incorporates social identity theory to investigate the influence of infusing social presence into virtual communities and its consequences on virtual community members' continual participation. To identify the causal relationship between social presence and continual participation of virtual community members, this research also considers sense of virtual community (SOVC) as the mediator between social relationship factors and virtual community participation. Two plausible research models are to be compared and the associated research methodology and expected contributions of this research-in-progress are also discussed.
{"title":"The Influence of Social Presence on Continual Participation in Online Communities: The Relational View Based on Social Identity Theory","authors":"Kai Wang, Chi-Feng Tai","doi":"10.1109/IJCSS.2011.29","DOIUrl":"https://doi.org/10.1109/IJCSS.2011.29","url":null,"abstract":"Virtual communities constitute an online environment that offers a new form of communication whereby community members share information and interact with each other through participation in the community. Social presence, the degree to which a person is perceived as real in a mediated communication, is a key factor that may foster higher proficiency in computer-mediated communication environments such as virtual communities. Drawing on the relational view of social presence, this research incorporates social identity theory to investigate the influence of infusing social presence into virtual communities and its consequences on virtual community members' continual participation. To identify the causal relationship between social presence and continual participation of virtual community members, this research also considers sense of virtual community (SOVC) as the mediator between social relationship factors and virtual community participation. Two plausible research models are to be compared and the associated research methodology and expected contributions of this research-in-progress are also discussed.","PeriodicalId":251415,"journal":{"name":"2011 International Joint Conference on Service Sciences","volume":"23 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2011-05-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114873263","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
We deal with a vendor managed inventory system in which one supplier supplies an item to multiple retailers. Customer demand arrives at each retailer at a constant rate, and each retailer has a maximal replenishment interval. A fleet of vehicles are required by the supplier to replenish the retailers. It is assumed that one vehicle can replenish only one retailer per period and shortages are not allowed. The goal is to determine the replenishment scheduling during infinite horizon that minimize the number of vehicles. By analyzing the existing condition of the feasible scheduling of multiple vehicles, we develop an approximation algorithm, and prove the approximation ratio of this algorithm to be 2.
{"title":"Inventory Replenishment Scheduling to Minimize the Number of Vehicles","authors":"Yinfeng Xu, Haiyan Yu, Ke Liu, Linglang Tang","doi":"10.1109/IJCSS.2011.22","DOIUrl":"https://doi.org/10.1109/IJCSS.2011.22","url":null,"abstract":"We deal with a vendor managed inventory system in which one supplier supplies an item to multiple retailers. Customer demand arrives at each retailer at a constant rate, and each retailer has a maximal replenishment interval. A fleet of vehicles are required by the supplier to replenish the retailers. It is assumed that one vehicle can replenish only one retailer per period and shortages are not allowed. The goal is to determine the replenishment scheduling during infinite horizon that minimize the number of vehicles. By analyzing the existing condition of the feasible scheduling of multiple vehicles, we develop an approximation algorithm, and prove the approximation ratio of this algorithm to be 2.","PeriodicalId":251415,"journal":{"name":"2011 International Joint Conference on Service Sciences","volume":"407 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2011-05-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115611068","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
This paper uses Least Square Method to develop the stochastic models to fit the categorized historical data which are commonly used in evaluating service performances. This paper then provides formulas to determine the targets for revenue maximization and downside risk under control. The paper further demonstrates that when setting a single criterion, if the benefit of achieving the criterion and the loss of missing the criterion do not vary according to the criterion, people will not have motivation to set a high criterion and will choose to set the criterion at the lowest point. On the other hand, if the potential gain increasing rate of setting a higher criterion overgrows the probability decreasing rate of achieving such a criterion, the risk-neutral agents will have the potential to take the high risk to pursue an impractically high criterion.
{"title":"Adjusting Service Performance Criteria Based on Generalized Information from Previous Reports","authors":"Xiangling Hu","doi":"10.1109/IJCSS.2011.19","DOIUrl":"https://doi.org/10.1109/IJCSS.2011.19","url":null,"abstract":"This paper uses Least Square Method to develop the stochastic models to fit the categorized historical data which are commonly used in evaluating service performances. This paper then provides formulas to determine the targets for revenue maximization and downside risk under control. The paper further demonstrates that when setting a single criterion, if the benefit of achieving the criterion and the loss of missing the criterion do not vary according to the criterion, people will not have motivation to set a high criterion and will choose to set the criterion at the lowest point. On the other hand, if the potential gain increasing rate of setting a higher criterion overgrows the probability decreasing rate of achieving such a criterion, the risk-neutral agents will have the potential to take the high risk to pursue an impractically high criterion.","PeriodicalId":251415,"journal":{"name":"2011 International Joint Conference on Service Sciences","volume":"29 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2011-05-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125289481","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
In the information society, electronic healthcare service (e-health), the new concept of medical treatment, has been introduced to improve health and healthcare. In order to deliver e-Health more efficiently, we focus on the improvement of internal service systems. Based on service blueprinting, we divide the e-Health delivery system into three parts: 1. support processes, 2. intra-organization communication, and 3. contact employees. We hypothesize that a good e-Health support processes in terms of staff training and IT support activities can contribute to higher levels of contact employees' service quality, which in turn improves the quality of customer actions. We are also interested in investigating the role of intra-organizational communication in the e-Health service delivery. Four types of intra-organizational communication in e-Health are identified and their impacts on employee service quality are explored.
{"title":"Factors that Impact the Performance of e-Health Service Delivery System","authors":"Hsin-Lu Chang, Ju-Chien Lin","doi":"10.1109/IJCSS.2011.54","DOIUrl":"https://doi.org/10.1109/IJCSS.2011.54","url":null,"abstract":"In the information society, electronic healthcare service (e-health), the new concept of medical treatment, has been introduced to improve health and healthcare. In order to deliver e-Health more efficiently, we focus on the improvement of internal service systems. Based on service blueprinting, we divide the e-Health delivery system into three parts: 1. support processes, 2. intra-organization communication, and 3. contact employees. We hypothesize that a good e-Health support processes in terms of staff training and IT support activities can contribute to higher levels of contact employees' service quality, which in turn improves the quality of customer actions. We are also interested in investigating the role of intra-organizational communication in the e-Health service delivery. Four types of intra-organizational communication in e-Health are identified and their impacts on employee service quality are explored.","PeriodicalId":251415,"journal":{"name":"2011 International Joint Conference on Service Sciences","volume":"45 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2011-05-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121223495","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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