We identify key elements of an ideal paradigm for service systems (SS): execution architecture, functional layers, execution dynamic and design approach. The critical service elements are (a) a control layer that enables the customer to compose, monitor and modify service and (b) compensation actions. To exemplify the distinctive characteristics of SS we consider the case of a travel control layer, that shows how the SS paradigm could be implemented even on the top of traditional architectures.)
{"title":"Design of Performance Aware Service Systems: A Conceptual Framework and a Case Study","authors":"G. Motta, T. Barroero, Ivo Telese","doi":"10.1109/IJCSS.2011.17","DOIUrl":"https://doi.org/10.1109/IJCSS.2011.17","url":null,"abstract":"We identify key elements of an ideal paradigm for service systems (SS): execution architecture, functional layers, execution dynamic and design approach. The critical service elements are (a) a control layer that enables the customer to compose, monitor and modify service and (b) compensation actions. To exemplify the distinctive characteristics of SS we consider the case of a travel control layer, that shows how the SS paradigm could be implemented even on the top of traditional architectures.)","PeriodicalId":251415,"journal":{"name":"2011 International Joint Conference on Service Sciences","volume":"7 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":"125187874","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}
Service industries today comprise more than 75% of the U.S. economy and the great majority of the gross domestic product of virtually all developed nations. It is therefore important to conduct a systematic analysis on service and develop service science for further studies and researches. Service has been classified as acts, deeds or performance in contrast to tangible goods and products. Current researchers are more focused on business-oriented or commercial service. Nevertheless, there are other types of service activities within the public sector and voluntary sector as well. Those service activities not only provide an excellent outlet for a variety of society's labor and skills, but also serve other political, economic and social functions in our society. This paper therefore proposes a broader definition for service as a process by which the provider fulfills a mission for a client so that value is created for each of the two stakeholders. This definition encompasses all perceived service activities of interest, so that it can be utilized in studying and analyzing the characteristics of service and the service system in general.
{"title":"A Definition of Service as Base for Developing Service Science","authors":"Ted Lau, Hsuan-Chih Wang, Chun-Chi Chuang","doi":"10.1109/IJCSS.2011.18","DOIUrl":"https://doi.org/10.1109/IJCSS.2011.18","url":null,"abstract":"Service industries today comprise more than 75% of the U.S. economy and the great majority of the gross domestic product of virtually all developed nations. It is therefore important to conduct a systematic analysis on service and develop service science for further studies and researches. Service has been classified as acts, deeds or performance in contrast to tangible goods and products. Current researchers are more focused on business-oriented or commercial service. Nevertheless, there are other types of service activities within the public sector and voluntary sector as well. Those service activities not only provide an excellent outlet for a variety of society's labor and skills, but also serve other political, economic and social functions in our society. This paper therefore proposes a broader definition for service as a process by which the provider fulfills a mission for a client so that value is created for each of the two stakeholders. This definition encompasses all perceived service activities of interest, so that it can be utilized in studying and analyzing the characteristics of service and the service system in general.","PeriodicalId":251415,"journal":{"name":"2011 International Joint Conference on Service Sciences","volume":"154 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":"114794934","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 examines the role of personality traits in hotel guests' perceived fairness and satisfaction. Using a survey of 225 guests from a luxury hotel in Taiwan, we found that personality traits assessed with the Five Factor Model moderate the relationship between perceived fairness and satisfaction. The results also indicated that for people with different personality traits, different dimensions of fairness have different weights in their overall fairness perception. Thus, fairness indeed, is in the eye of the beholder. Hotel managers need to be understanding and flexible in dealing with guests' requests and complains in regard to fairness to achieve better guest satisfaction.
{"title":"Fairness is in the Eye of the Beholder: How Personality Traits Affect Perceived Fairness and Satisfaction in Hotel Service","authors":"Yu-Qian Zhu, Houn-Gee Chen","doi":"10.1109/IJCSS.2011.35","DOIUrl":"https://doi.org/10.1109/IJCSS.2011.35","url":null,"abstract":"This study examines the role of personality traits in hotel guests' perceived fairness and satisfaction. Using a survey of 225 guests from a luxury hotel in Taiwan, we found that personality traits assessed with the Five Factor Model moderate the relationship between perceived fairness and satisfaction. The results also indicated that for people with different personality traits, different dimensions of fairness have different weights in their overall fairness perception. Thus, fairness indeed, is in the eye of the beholder. Hotel managers need to be understanding and flexible in dealing with guests' requests and complains in regard to fairness to achieve better guest satisfaction.","PeriodicalId":251415,"journal":{"name":"2011 International Joint Conference on Service Sciences","volume":"12 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":"116939280","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 explores how forum members interact with each other when participating in 2D visual design or 3D animation forums. The virtual forums allow sharing knowledge in English. A content analysis, observations, and survey investigation were the methods for collecting data. As a result, the analysis encompassed 2,081 messages posted on forty English-speaking forums for observing forum knowledge-sharing structures. The data set also includes 206 valid survey responses. The findings indicate that forum members have different knowledge levels in the 2D or 3D design fields. The numbers of forum members willing to reply Q&A questions on a forum discussion board may be an indicator of the quality of active operation of the forum. Finally, this study suggests posting some senior forum members' identities (photo and personal information) with their consent. In addition, results indicate enhancements to the functions of forums' discussion boards would allow automatic categorization of proposed Q&A questions and then directly send them to the proper senior members via email. The value of online forums is expected to contribute to effective interaction among members.
{"title":"A Study on the Value Creation Model in English-Speaking Virtual Communities - With a Focus on Forum Members in 2D Visual Design and 3D Animation Forums","authors":"P. Hsieh, Hsing-Yu Pan, Chueh-Ting Chang","doi":"10.1109/IJCSS.2011.26","DOIUrl":"https://doi.org/10.1109/IJCSS.2011.26","url":null,"abstract":"This study explores how forum members interact with each other when participating in 2D visual design or 3D animation forums. The virtual forums allow sharing knowledge in English. A content analysis, observations, and survey investigation were the methods for collecting data. As a result, the analysis encompassed 2,081 messages posted on forty English-speaking forums for observing forum knowledge-sharing structures. The data set also includes 206 valid survey responses. The findings indicate that forum members have different knowledge levels in the 2D or 3D design fields. The numbers of forum members willing to reply Q&A questions on a forum discussion board may be an indicator of the quality of active operation of the forum. Finally, this study suggests posting some senior forum members' identities (photo and personal information) with their consent. In addition, results indicate enhancements to the functions of forums' discussion boards would allow automatic categorization of proposed Q&A questions and then directly send them to the proper senior members via email. The value of online forums is expected to contribute to effective interaction among members.","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":"126339773","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}
Prior research on the adoption of technology mainly focused on individuals and business organizations. However, along the trend of technology innovation toward potential usage of technology in households, deeper understanding of the adopting technologies in household contexts is getting important. With the call for energy efficient consumption and improved living quality in households, this study aims at understanding households' adoption technology using wireless sensor network (WSN) service as an example. The model of Adoption of Technology in Households (MATH) based on the Theory of Planned Behavior was tailored to generate hypotheses for testing the model of households' adoption of WSN service. The hypothesis testing from the survey data support the constructs in determining behavior intention to use WSN services. This research results will benefit the service design for households to engage WSN service.
{"title":"Understanding the Adoption of Wireless Sensor Network Service in Households","authors":"Fu-Ren Lin, I-Ying Lu, Pei-Shan Hsieh","doi":"10.1109/IJCSS.2011.50","DOIUrl":"https://doi.org/10.1109/IJCSS.2011.50","url":null,"abstract":"Prior research on the adoption of technology mainly focused on individuals and business organizations. However, along the trend of technology innovation toward potential usage of technology in households, deeper understanding of the adopting technologies in household contexts is getting important. With the call for energy efficient consumption and improved living quality in households, this study aims at understanding households' adoption technology using wireless sensor network (WSN) service as an example. The model of Adoption of Technology in Households (MATH) based on the Theory of Planned Behavior was tailored to generate hypotheses for testing the model of households' adoption of WSN service. The hypothesis testing from the survey data support the constructs in determining behavior intention to use WSN services. This research results will benefit the service design for households to engage WSN service.","PeriodicalId":251415,"journal":{"name":"2011 International Joint Conference on Service Sciences","volume":"26 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":"131988096","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 effect of organization factors, such as leadership and market orientation, on corporate performance has been reported in the literature. While there has been consistent call on the examination of the role of organization factors on the formation of service quality perceptions and business performance, there has been scant theoretical and empirical research on how they interact. The present study investigates the impact of two organization factors, management leadership and market orientation on service quality and corporate performance, as measured by employee performance and business performance. The results indicate a significant effect of the organization factors on service quality and corporate performance measures.
{"title":"Service Quality and Business Performance: The Role of Organizational Factors","authors":"T. Chang, Su-Jane Chen","doi":"10.1109/IJCSS.2011.33","DOIUrl":"https://doi.org/10.1109/IJCSS.2011.33","url":null,"abstract":"The effect of organization factors, such as leadership and market orientation, on corporate performance has been reported in the literature. While there has been consistent call on the examination of the role of organization factors on the formation of service quality perceptions and business performance, there has been scant theoretical and empirical research on how they interact. The present study investigates the impact of two organization factors, management leadership and market orientation on service quality and corporate performance, as measured by employee performance and business performance. The results indicate a significant effect of the organization factors on service quality and corporate performance measures.","PeriodicalId":251415,"journal":{"name":"2011 International Joint Conference on Service Sciences","volume":"36 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":"114648648","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}
As the number of shoppers in C2C sites is rapidly growing in China, online customers may suffer from online fraud. The feedback reputation system has been used to prevent abusing behavior and secure transaction. However, large numbers of fraudsters manipulated their feedback scores by engaging in a number of legitimate sales. Furthermore, there exist agents of "Credit speculation", who boost the fraudsters' scores professionally in China. Since fraud behaviors are subtle and complex. it makes the fraudulent behavior more difficult to discover. In this study, we seek for extracting characteristic features in fraudsters' behaviors. We present an approach for analyzing online crediting behaviors, which utilizes the social network analysis (SNA) technique to detect the relationship of potential fraudsters. Some cases of real data from Taobao demonstrate our analyses.
{"title":"Detection of Feedback Reputation Fraud in Taobao Using Social Network Theory","authors":"Z. Yanchun, Zhang Wei, Yue Changhai","doi":"10.1109/IJCSS.2011.44","DOIUrl":"https://doi.org/10.1109/IJCSS.2011.44","url":null,"abstract":"As the number of shoppers in C2C sites is rapidly growing in China, online customers may suffer from online fraud. The feedback reputation system has been used to prevent abusing behavior and secure transaction. However, large numbers of fraudsters manipulated their feedback scores by engaging in a number of legitimate sales. Furthermore, there exist agents of \"Credit speculation\", who boost the fraudsters' scores professionally in China. Since fraud behaviors are subtle and complex. it makes the fraudulent behavior more difficult to discover. In this study, we seek for extracting characteristic features in fraudsters' behaviors. We present an approach for analyzing online crediting behaviors, which utilizes the social network analysis (SNA) technique to detect the relationship of potential fraudsters. Some cases of real data from Taobao demonstrate our analyses.","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":"129497457","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}
Tourism cluster is an emerging business model in the tourist industry which will help the region to increase its tourism attraction and revenue. Recently, the operators in the tourism cluster have developed new travel services such as using an electronic commerce system to extend their reputation and business model. In order to understand more about the service quality (SQ) of a tourism cluster, this paper uses SERVQUAL scale to examine SQ of the Shuilimei technological tourism cluster in Nantou County. By analyzing the SQ and the number of travel spots that customers visit, this paper tries to find the service fulcrum and discuss the relationship of business model in order to help the operators of Shuilimei technological tourism cluster to provide optimal tourist spots for tourists and find the best mode for cooperation.
{"title":"Service Quality and Service Fulcrum of the Innovative Tourism Cluster: A Case Study on Shuilimei Technological Tourism Cluster","authors":"Pei-Chun Tsai, T. Lu, Jong-Wen Wann","doi":"10.1109/IJCSS.2011.36","DOIUrl":"https://doi.org/10.1109/IJCSS.2011.36","url":null,"abstract":"Tourism cluster is an emerging business model in the tourist industry which will help the region to increase its tourism attraction and revenue. Recently, the operators in the tourism cluster have developed new travel services such as using an electronic commerce system to extend their reputation and business model. In order to understand more about the service quality (SQ) of a tourism cluster, this paper uses SERVQUAL scale to examine SQ of the Shuilimei technological tourism cluster in Nantou County. By analyzing the SQ and the number of travel spots that customers visit, this paper tries to find the service fulcrum and discuss the relationship of business model in order to help the operators of Shuilimei technological tourism cluster to provide optimal tourist spots for tourists and find the best mode for cooperation.","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":"131147940","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}
For overcoming the problems that the traditional collaborative filtering personalized recommender algorithm which called KNN has such as cold-starting, data sparsity, flexibility and black box, a new personalized recommender algorithm based on fuzzy reputation model(called FRPRA) is proposed. We analyze the steps of FRPRA and the differences between it and KNN, explore the ways how FRPRA overcomes the existed problems of KNN. At the same time, we compare the performance of this two algorithms.
{"title":"A Personalized Recommender Algorithm Based on Fuzzy Relation Reputation Model","authors":"Meiyu Fang, Xiaolin Zheng, Deren Chen","doi":"10.1109/IJCSS.2011.45","DOIUrl":"https://doi.org/10.1109/IJCSS.2011.45","url":null,"abstract":"For overcoming the problems that the traditional collaborative filtering personalized recommender algorithm which called KNN has such as cold-starting, data sparsity, flexibility and black box, a new personalized recommender algorithm based on fuzzy reputation model(called FRPRA) is proposed. We analyze the steps of FRPRA and the differences between it and KNN, explore the ways how FRPRA overcomes the existed problems of KNN. At the same time, we compare the performance of this two algorithms.","PeriodicalId":251415,"journal":{"name":"2011 International Joint Conference on Service Sciences","volume":"22 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":"132671793","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 develops a conceptual model and a diagnostic framework to assist service innovation managers and policy makers in managing and promoting service business model innovation. We distinguish the concepts of "service innovation," which views service as a perspective on value creation, from "innovative services," which consider services as merely a category of marketing offerings supplement to the existing product lines. We also define service business model innovation as the use of new knowledge (both technological and market knowledge) that capitalizes on the disruptive attributes of specific (emerging) technologies and service characteristics from the perspective of value creation to design and implement an innovative way of offering solutions that satisfy customer's (both explicit and latent) demands. CEO must establish a core vision on service innovation and take the leadership in transforming the entire organizational culture and processes into a service-oriented solution provider in order to create and sustain competitive advantage.
{"title":"Service Business Model Innovation: A Conceptual Model and a Framework for Management Consulting","authors":"Jonathan C. Ho, Fang-Mei Tseng, Chung-Shing Lee","doi":"10.1109/IJCSS.2011.56","DOIUrl":"https://doi.org/10.1109/IJCSS.2011.56","url":null,"abstract":"This paper develops a conceptual model and a diagnostic framework to assist service innovation managers and policy makers in managing and promoting service business model innovation. We distinguish the concepts of \"service innovation,\" which views service as a perspective on value creation, from \"innovative services,\" which consider services as merely a category of marketing offerings supplement to the existing product lines. We also define service business model innovation as the use of new knowledge (both technological and market knowledge) that capitalizes on the disruptive attributes of specific (emerging) technologies and service characteristics from the perspective of value creation to design and implement an innovative way of offering solutions that satisfy customer's (both explicit and latent) demands. CEO must establish a core vision on service innovation and take the leadership in transforming the entire organizational culture and processes into a service-oriented solution provider in order to create and sustain competitive advantage.","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":"130302649","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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