With the rapid development of internet and e-commerce, more and more consumers spend their time and money on e-stores. However, most of B2C e-stores only provide products' secifications and online ordering service, the consumers have to spend time on searching and browsing products' informaiton by themselves without sales clerks' help. Therefore, recommendation service is getting more and more popular in e-stores, because it can assist consumers shopping on the websites. In this research, we propose a shopping platform with product selection service based on Fuzzy AHP and TOPSIS to help the consumers' shopping on the e-stores. We have alco conducted an experiment to evaluate our system. The results show that our system can fit to consumers¡¦ demands and be helpful to shopping on the e-stores.
{"title":"Applying Fuzzy AHP on Product Selection Service in e-Commerce","authors":"Deng-Neng Chen, Chih-Wei Tseng, Chia-Yi Lin","doi":"10.1109/IJCSS.2011.46","DOIUrl":"https://doi.org/10.1109/IJCSS.2011.46","url":null,"abstract":"With the rapid development of internet and e-commerce, more and more consumers spend their time and money on e-stores. However, most of B2C e-stores only provide products' secifications and online ordering service, the consumers have to spend time on searching and browsing products' informaiton by themselves without sales clerks' help. Therefore, recommendation service is getting more and more popular in e-stores, because it can assist consumers shopping on the websites. In this research, we propose a shopping platform with product selection service based on Fuzzy AHP and TOPSIS to help the consumers' shopping on the e-stores. We have alco conducted an experiment to evaluate our system. The results show that our system can fit to consumers¡¦ demands and be helpful to shopping on the e-stores.","PeriodicalId":251415,"journal":{"name":"2011 International Joint Conference on Service Sciences","volume":"50 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":"125474571","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}
Customer expectation has been an important issue across different academic fields. Customer expectation management is a way for service providers to deliver appropriate services to customers in real-time service contexts in order to achieve high customer satisfaction. Understanding actual customer expectations is the primary step before managing customer expectations. However, to our knowledge, there is no research investigating how to measure customer expectations during service delivery, especially in real-time service contexts. Hence, this study aims to describe a customer expectation measurement mechanism and conduct several simulations to evaluate the feasibility and reliability of the customer expectation measurement mechanism. The simulation results show the mechanism is considerable for researchers and service providers and can serve as a feasible clue to measure and manage customer expectations in real-time service contexts.
{"title":"Evaluating a Mechanism for Measuring Customer Expectation in Real-Time Service Contexts","authors":"Yen-Hao Hsieh, S. Yuan","doi":"10.1109/IJCSS.2011.27","DOIUrl":"https://doi.org/10.1109/IJCSS.2011.27","url":null,"abstract":"Customer expectation has been an important issue across different academic fields. Customer expectation management is a way for service providers to deliver appropriate services to customers in real-time service contexts in order to achieve high customer satisfaction. Understanding actual customer expectations is the primary step before managing customer expectations. However, to our knowledge, there is no research investigating how to measure customer expectations during service delivery, especially in real-time service contexts. Hence, this study aims to describe a customer expectation measurement mechanism and conduct several simulations to evaluate the feasibility and reliability of the customer expectation measurement mechanism. The simulation results show the mechanism is considerable for researchers and service providers and can serve as a feasible clue to measure and manage customer expectations in real-time service contexts.","PeriodicalId":251415,"journal":{"name":"2011 International Joint Conference on Service Sciences","volume":"30 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":"129732914","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}
Many innovation adoption studies examine users' pre- and post-adoption innovation behaviors. However, the emergence of a gap between the post-adoption of the old generation and the pre-adoption of the new generation leaves room for discussion. This paper surveys Taiwanese mobile phone users and conducts an empirical study to map how 2G mobile data services (MDS) users go about adopting 3G MDS. The investigation of migrating patterns provides managerial and marketing benefits since most innovative products and services have been multi-generationally revolutionized. Our findings suggest that users make comparisons between generations which alter their concepts and intentions. There is an attitude difference between the pre- and post-users' perceived enjoyment of the entertainment services provided by 3G MDS. While satisfaction and system quality are insufficient to encourage users to switch, the latter factor has a mediating effect through its perceived usefulness and enjoyment in terms of influencing users' migrating patterns.
{"title":"What Forms the Migrating Pattern for Innovation Adoption? The Case of Mobile Data Services","authors":"Fang-Mei Tseng, Shih-Chieh Kuo, Hui-Yi Lo","doi":"10.1109/IJCSS.2011.38","DOIUrl":"https://doi.org/10.1109/IJCSS.2011.38","url":null,"abstract":"Many innovation adoption studies examine users' pre- and post-adoption innovation behaviors. However, the emergence of a gap between the post-adoption of the old generation and the pre-adoption of the new generation leaves room for discussion. This paper surveys Taiwanese mobile phone users and conducts an empirical study to map how 2G mobile data services (MDS) users go about adopting 3G MDS. The investigation of migrating patterns provides managerial and marketing benefits since most innovative products and services have been multi-generationally revolutionized. Our findings suggest that users make comparisons between generations which alter their concepts and intentions. There is an attitude difference between the pre- and post-users' perceived enjoyment of the entertainment services provided by 3G MDS. While satisfaction and system quality are insufficient to encourage users to switch, the latter factor has a mediating effect through its perceived usefulness and enjoyment in terms of influencing users' migrating patterns.","PeriodicalId":251415,"journal":{"name":"2011 International Joint Conference on Service Sciences","volume":"35 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":"126950653","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}
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}
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}
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}
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}
The aim of this paper was to extend the understanding of the duality of structures in service system to co-create value. Furthermore, the aim was to show how service systems are embedded in and shaped by social systems.
{"title":"Value Co-Creation and Value-in-Context: Understanding the Influence of Duality of Structures","authors":"B. Edvardsson, B. Tronvoll","doi":"10.1109/IJCSS.2011.65","DOIUrl":"https://doi.org/10.1109/IJCSS.2011.65","url":null,"abstract":"The aim of this paper was to extend the understanding of the duality of structures in service system to co-create value. Furthermore, the aim was to show how service systems are embedded in and shaped by social systems.","PeriodicalId":251415,"journal":{"name":"2011 International Joint Conference on Service Sciences","volume":"28 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":"134183618","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 research studies drug shelving plan facing the prescription filling center. Since the prescription center is still in its infancy and the center itself has large amount of different kind of drugs, it needs further improvement in drug storage arrangement. It is found that current drug storage method based only on the alphabetical order to be inefficient and ineffective. From data analysis of drug usage and prescription records, we suggest the drugs with high usage be put in storage space with easier access. In addition, most processed prescriptions are for chronic diseases. Based on the correlation analysis, it is recommended that drugs with higher correlation be put closely to reduce pharmacist's walking distance picking the drugs. It is hoped that pharmacist can fill the prescription with less time and the filling error rate can be reduced.
{"title":"Drug Shelving Plan Inside the Drug Prescription Center - A Case Study","authors":"Henyi Jen, Hung-Chang Lin, W. Chou, S. Hsiao","doi":"10.1109/IJCSS.2011.75","DOIUrl":"https://doi.org/10.1109/IJCSS.2011.75","url":null,"abstract":"This research studies drug shelving plan facing the prescription filling center. Since the prescription center is still in its infancy and the center itself has large amount of different kind of drugs, it needs further improvement in drug storage arrangement. It is found that current drug storage method based only on the alphabetical order to be inefficient and ineffective. From data analysis of drug usage and prescription records, we suggest the drugs with high usage be put in storage space with easier access. In addition, most processed prescriptions are for chronic diseases. Based on the correlation analysis, it is recommended that drugs with higher correlation be put closely to reduce pharmacist's walking distance picking the drugs. It is hoped that pharmacist can fill the prescription with less time and the filling error rate can be reduced.","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":"134357057","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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