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}
Although many works have been performed, contemporary Chinese Service Science Education (SSE) still have difficulties in cultivating T-shaped people with solid industry knowledge and experience. To solve the shortcoming, practice aiming to improve the quality of SSE has been performed based on Government-Industry-Education-Academy Collaborative Cultivation Mode (GIEACCM). In the practice, industry knowledge and experience are strongly emphasized and imparted by integrating experts and teachers. And, a social collaborative platform dominated by government has been established to support experts and teachers to exchange experience and knowledge in cultivation process. In this way, the quality of SSE is expected to be improved.
{"title":"Practice of Improving Service Science Cultivation Mode Oriented to Service Industry Collaboration in China","authors":"S. Shan, Yu Liu, Xiujuan Xu, Feng Ding","doi":"10.1109/IJCSS.2011.67","DOIUrl":"https://doi.org/10.1109/IJCSS.2011.67","url":null,"abstract":"Although many works have been performed, contemporary Chinese Service Science Education (SSE) still have difficulties in cultivating T-shaped people with solid industry knowledge and experience. To solve the shortcoming, practice aiming to improve the quality of SSE has been performed based on Government-Industry-Education-Academy Collaborative Cultivation Mode (GIEACCM). In the practice, industry knowledge and experience are strongly emphasized and imparted by integrating experts and teachers. And, a social collaborative platform dominated by government has been established to support experts and teachers to exchange experience and knowledge in cultivation process. In this way, the quality of SSE is expected to be improved.","PeriodicalId":251415,"journal":{"name":"2011 International Joint Conference on Service Sciences","volume":"4 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":"127480922","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}
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}
Open Knowledge Portals (OKPs) are considered public educational service providers. Without charging usage fees, OKPs are facing financial woes in recent years. One solution is to acquire external sponsorships. Sponsors, however, only go to services that have scalable user bases. To understand how to sustain a strong OKP user base, this paper reports a research agenda implemented in East Asia to investigate user experiences and design features of OKPs. The study concluded that the OKP interface design should consider users' extrinsic motivation. Furthermore, an auxiliary system should attach to OKP to allow users to mentor peer users and share ideas.
{"title":"How to Enhance and Sustain Free Knowledge Services? A Service Science Research Agenda for Open Knowledge Portals (OKPs) in East Asia","authors":"Wenhao Huang, Wenyeh Huang","doi":"10.1109/IJCSS.2011.69","DOIUrl":"https://doi.org/10.1109/IJCSS.2011.69","url":null,"abstract":"Open Knowledge Portals (OKPs) are considered public educational service providers. Without charging usage fees, OKPs are facing financial woes in recent years. One solution is to acquire external sponsorships. Sponsors, however, only go to services that have scalable user bases. To understand how to sustain a strong OKP user base, this paper reports a research agenda implemented in East Asia to investigate user experiences and design features of OKPs. The study concluded that the OKP interface design should consider users' extrinsic motivation. Furthermore, an auxiliary system should attach to OKP to allow users to mentor peer users and share ideas.","PeriodicalId":251415,"journal":{"name":"2011 International Joint Conference on Service Sciences","volume":"8 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":"122337334","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}
B. Edvardsson, Gloria Ng, Choo Zhi Min, R. Firth, Ding Yi
Research suggests that service-dominant designs are superior to goods-dominant, but why? Few empirical studies have been conducted to explore the mechanisms and drivers of service exchange and value co-creation resulting in favorable customer experiences. This paper attempts to bridge that knowledge gap. Our aim is to answer two questions: (1) How is a service based on service-dominant logic (SDL) superior to one based on goods-dominant logic (GDL)? (2) Which aspects of the service system facilitate the co-creation of value-in-context as perceived by the customer? An experiment was carried out with a group of habitual bus travelers to plan a specific journey using two online journey planning systems, one representing a GDL informed service and the other SDL. Quantitative and qualitative data were gathered regarding the subjects' perceived experiences with the two systems. The SDL informed service system offers a better experience due largely a consequence of three key differentiators. Our principal findings thus help to establish the empirical foundation for SDL and to identify the characteristics and behaviors that set the SDL-based service system apart from the GDL-based system.
{"title":"How is a Service Based on Service-dominant Design Superior to Goods-dominant Design?","authors":"B. Edvardsson, Gloria Ng, Choo Zhi Min, R. Firth, Ding Yi","doi":"10.1109/IJCSS.2011.63","DOIUrl":"https://doi.org/10.1109/IJCSS.2011.63","url":null,"abstract":"Research suggests that service-dominant designs are superior to goods-dominant, but why? Few empirical studies have been conducted to explore the mechanisms and drivers of service exchange and value co-creation resulting in favorable customer experiences. This paper attempts to bridge that knowledge gap. Our aim is to answer two questions: (1) How is a service based on service-dominant logic (SDL) superior to one based on goods-dominant logic (GDL)? (2) Which aspects of the service system facilitate the co-creation of value-in-context as perceived by the customer? An experiment was carried out with a group of habitual bus travelers to plan a specific journey using two online journey planning systems, one representing a GDL informed service and the other SDL. Quantitative and qualitative data were gathered regarding the subjects' perceived experiences with the two systems. The SDL informed service system offers a better experience due largely a consequence of three key differentiators. Our principal findings thus help to establish the empirical foundation for SDL and to identify the characteristics and behaviors that set the SDL-based service system apart from the GDL-based system.","PeriodicalId":251415,"journal":{"name":"2011 International Joint Conference on Service Sciences","volume":"33 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":"122818945","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 aims to develop an evaluation criteria that considers both service providers' and patients' value perspectives in assessing e-Health service performance. The research framework extends the service-profit chain by integrating service triangle concept, emphasizing the relationships among three stakeholders: the firm, the customers, and the employees. Therefore, this study expects to contribute the literature by providing an e-Health service performance assessment framework, which systematically develops a scale to evaluate e-Health service quality that concerns value perspectives of multiple stakeholders and their interactions.
{"title":"Assessing the Performance of e-Health Service","authors":"Hsin-Lu Chang, Yu-Sheng Wang","doi":"10.1109/IJCSS.2011.53","DOIUrl":"https://doi.org/10.1109/IJCSS.2011.53","url":null,"abstract":"This study aims to develop an evaluation criteria that considers both service providers' and patients' value perspectives in assessing e-Health service performance. The research framework extends the service-profit chain by integrating service triangle concept, emphasizing the relationships among three stakeholders: the firm, the customers, and the employees. Therefore, this study expects to contribute the literature by providing an e-Health service performance assessment framework, which systematically develops a scale to evaluate e-Health service quality that concerns value perspectives of multiple stakeholders and their interactions.","PeriodicalId":251415,"journal":{"name":"2011 International Joint Conference on Service Sciences","volume":"1 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":"124464636","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}
Effective dietary guidelines are essential to combat various chronic diseases. This study aimed to develop an intelligent diet management service for providing personalized dietary guidelines. Unlike existing methods that merely follow dogmatic nutrition guidelines, we proposed a flexible personalized service selection and composition method considering various individual requirements to dynamically deliver a fine-grained meal plan. In addition, intelligent input, which aims to revolutionize the way people on diet selection, is introduced to reduce the users' efforts in food searching. The intelligent input employs image recognition techniques alongside onboard nutritional information to give feedback as to whether a particular food/dish is appropriate or not for a user on a specific diet. Users can thus interact with the diet management system more easily and intuitively via the intelligent input technique. The services generated by the proposed method are expected to potentially improve the overall health and make behavioral change toward healthier life style.
{"title":"Intelligent Nutrition Service for Personalized Dietary Guidelines and Lifestyle Intervention","authors":"M. Hsiao, Y.-F. Yeh, P. Hsueh, S. Lee","doi":"10.1109/IJCSS.2011.11","DOIUrl":"https://doi.org/10.1109/IJCSS.2011.11","url":null,"abstract":"Effective dietary guidelines are essential to combat various chronic diseases. This study aimed to develop an intelligent diet management service for providing personalized dietary guidelines. Unlike existing methods that merely follow dogmatic nutrition guidelines, we proposed a flexible personalized service selection and composition method considering various individual requirements to dynamically deliver a fine-grained meal plan. In addition, intelligent input, which aims to revolutionize the way people on diet selection, is introduced to reduce the users' efforts in food searching. The intelligent input employs image recognition techniques alongside onboard nutritional information to give feedback as to whether a particular food/dish is appropriate or not for a user on a specific diet. Users can thus interact with the diet management system more easily and intuitively via the intelligent input technique. The services generated by the proposed method are expected to potentially improve the overall health and make behavioral change toward healthier life style.","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":"114379878","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}
The aim of this study is to elucidate different types of management's approach and explore their knock-on effects on the entirety of service quality operations. Using a qualitative case study approach, data were collected from a sample of managers representing multi-divisional management hierarchy. The findings suggest two alternative paths of management's approach to service quality: generative learning versus a passive learning mentality. These findings highlight a fundamental need for practicing managers to adjust their approach in a manner to be congruence across the hierarchical levels and to meet the needs of both the employees and customers in a long-term horizon.
{"title":"A Learning Organisation Approach to Managing Service Quality","authors":"E. Soltani, Ying-Ying Liao, Wei-Yuan Wang","doi":"10.1109/IJCSS.2011.25","DOIUrl":"https://doi.org/10.1109/IJCSS.2011.25","url":null,"abstract":"The aim of this study is to elucidate different types of management's approach and explore their knock-on effects on the entirety of service quality operations. Using a qualitative case study approach, data were collected from a sample of managers representing multi-divisional management hierarchy. The findings suggest two alternative paths of management's approach to service quality: generative learning versus a passive learning mentality. These findings highlight a fundamental need for practicing managers to adjust their approach in a manner to be congruence across the hierarchical levels and to meet the needs of both the employees and customers in a long-term horizon.","PeriodicalId":251415,"journal":{"name":"2011 International Joint Conference on Service Sciences","volume":"13 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":"122101304","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}
Traditional researches on affecting factors of online consumer purchasing decision evolutes from consumer willing, consumer behaviors to online Word-of-Mouth (WOM), all of which emphasis the decision-making of seller, while product selection is dismissed. With the development of social media network, online opinion leaders who focus on certain products recommendation instead of sellers are become more and more popular. Based on the discussion of affecting factors in online consumer purchasing decision, this paper analyzes the systematic and professional recommendation process of opinion leaders under online WOM scenario. The popularity of opinion leader not only influences sales of products and consumer searching behavior, but also WOM propaganda patterns and e-business model innovation.
{"title":"Study on the Impacts of Opinion Leader in Online Consuming Decision","authors":"Fei Meng, Jianliang Wei, Qinghua Zhu","doi":"10.1109/IJCSS.2011.79","DOIUrl":"https://doi.org/10.1109/IJCSS.2011.79","url":null,"abstract":"Traditional researches on affecting factors of online consumer purchasing decision evolutes from consumer willing, consumer behaviors to online Word-of-Mouth (WOM), all of which emphasis the decision-making of seller, while product selection is dismissed. With the development of social media network, online opinion leaders who focus on certain products recommendation instead of sellers are become more and more popular. Based on the discussion of affecting factors in online consumer purchasing decision, this paper analyzes the systematic and professional recommendation process of opinion leaders under online WOM scenario. The popularity of opinion leader not only influences sales of products and consumer searching behavior, but also WOM propaganda patterns and e-business model innovation.","PeriodicalId":251415,"journal":{"name":"2011 International Joint Conference on Service Sciences","volume":"164 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":"123273807","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}
京公网安备 11010802042870号
京ICP备2023020795号-1
扫码关注我们
求助内容：
应助结果提醒方式：