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Relevant bibliographies by topics / Business service management / Dissertations / Theses

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Dissertations / Theses on the topic 'Business service management'

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Published: 4 June 2021

Last updated: 18 February 2022

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1

Sofela, Olaolu. "Service identification for business process management." Thesis, Bournemouth University, 2017. http://eprints.bournemouth.ac.uk/29902/.

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Over the years Service Oriented Architecture (SOA) has gained momentum and is becoming the standard for providing systematic business solutions. Likewise, the requirements for identifying business services are fast changing and a solution to the service identification problem needs a robust approach. It is known that this task of identifying candidate services is the first and the most important step in developing service-oriented business systems. The recent approaches of identifying candidate services have some shortcomings (defined data type size, unrepeatable approach, inapplicable to all

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2

Wilson, Steven L. "Antecedents to business succession planning in small relationship-dependent service businesses." Thesis, Oklahoma State University, 2016. http://pqdtopen.proquest.com/#viewpdf?dispub=10142120.

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<p> As the baby boom generation approaches and enters traditional retirement ages, the owners of small professional service firms are being inundated with advice concerning how to implement a business succession plan. While much of the advice may be valuable and sound, a significant portion of this advice appears to be derived from a one-size-fits-all approach that ignores, or fails to address, the needs, desires, and personal characteristics of the business owner. Small business succession planning advice often involves growing the business into a self-perpetuating organism. However, many sma

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3

Obidallah, Waeal. "Business Process and Service Change Management in Service Oriented Virtual Organizations." Thèse, Université d'Ottawa / University of Ottawa, 2013. http://hdl.handle.net/10393/30199.

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Service Oriented Virtual Organizations (SOVOs) business processes and services are subject to change to meet the internal and external requirements of the competitive, complex and rapidly changing environment they operate in. More practical and efficient ways of change management are needed to allow different partners to initiate changes to their business process and services in a faster and user-transparent manner. This thesis proposes a Change Management Framework for service oriented virtual organizations including a structural and a procedural framework. The structural framework categoriz

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4

Mattson, Paul Robert 1959. "Application service provider : a business plan." Thesis, Massachusetts Institute of Technology, 2000. http://hdl.handle.net/1721.1/9225.

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Thesis (S.M.M.O.T.)--Massachusetts Institute of Technology, Sloan School of Management, Management of Technology Program, 2000.<br>Also available online at the MIT Theses Online homepage <http://thesis.mit.edu>.<br>Includes bibliographical references (leaves 92-95).<br>An Application Service Provider (ASP) provides a contracted service, which offers to deploy, host, manage and rent access to popular packaged software applications. Customers, primarily enterprises, are served from centrally managed facilities. Clients access the service through Internet technologies. The ASP is responsible for

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5

Nie, Yong [Verfasser]. "Transforming Leadership for Service Business / Yong Nie." Munich : GRIN Publishing, 2017. http://d-nb.info/1137265140/34.

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6

Hogg, Gillian. "Service quality in business advisory services : the case of the public relations industry in Scotland." Thesis, University of Stirling, 1996. http://hdl.handle.net/1893/2583.

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The thesis concerns quality of service in the context of business advisory services. The economic rationale for improving any quality standard is based on the theory that by creating customer satisfaction and a perception of service quality, an organisation can retain its existing customers and attract new business, thus improving market share. This argument is based on the assumption that by improving the quality of the service delivered to customers, product offerings can be differentiated in such a way as to improve customer value. This is a customer defined approach to quality and assumes

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7

Forkmann, Sebastian. "Challenges of change in business-to-business markets." Thesis, University of Manchester, 2013. https://www.research.manchester.ac.uk/portal/en/theses/challenges-of-change-in-businesstobusiness-markets(ef771ed7-8d31-45c8-b8f3-4e17b54dc159).html.

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This dissertation is structured around three original studies that offer unique insights into the challenges of change in business-to-business markets. All three studies share as an important starting point that firms rely on other firms to achieve strategic flexibility in volatile business environments. This means that firms source critical resources from business relationships in order to reduce long-term investments in times of change. From this perspective, firms' competitive advantages cross the boundaries of the firm and are embedded in their business partner networks. Thus, firms' busin

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8

Jain, Swati. "PsychWeb online mental health service| Business plan." Thesis, California State University, Long Beach, 2016. http://pqdtopen.proquest.com/#viewpdf?dispub=10124519.

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<p> Over the past several years, mental healthcare system in United States has evolved tremendously, however majority of people are still struggling with various forms of mental illness and find it difficult to get appropriate treatment at the right time due to barriers like lack of providers, poor access, high cost and, social stigma. This business plan proposes an online mental health service company PsychWeb, offering telemental health services, with the aim of improving access to mental healthcare in the comfort of one’s own living environment.</p><p> Chapter 1 of this business pla

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9

Skelton, Orlando. "Exploring Knowledge Management Practices in Service-Based Small Business Enterprises." ScholarWorks, 2015. https://scholarworks.waldenu.edu/dissertations/272.

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Small business enterprises (SBEs) are significant contributors to business growth and employment in the United States, but despite governmental support, the failure rate of SBEs is high. Some small business leaders lack the critical management skills to detect or discover when underperformance in revenue-generation is due to gaps in organizational knowledge or business practices associated with managing knowledge assets. Guided by the knowledge-based view of the firm, the purpose of this multiple case study was to address that gap by exploring the skills needed by leaders to understand how def

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10

Hoontrakool, Thitiporn. "The effect of bank advertising on customer responses : the role of service communications as part of service quality of the financial services industry." Thesis, University of Surrey, 1997. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.361809.

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11

Jonas, Julia. "Service thinking = Service action? : Service thinking in a public transport network surrounding." Thesis, Karlstad University, Service Research Center, 2007. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-1147.

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<p>Service thinking and the transition from a product-logic-perspective to a process-perspective are catchwords in current management research (e.g. Grönroos 2000, Kowalksowski 2006, Söderström 2003, Stremersch et al. 2001, Oliva & Kallenberg 2003, Lele 1986) While the product-logic is based on value distribution via the transition of a ready-made product or service, the service-process logic focuses on value-in-use that is created together with the customer. (Grönroos 2007) In the current service management view, value creation is regarded as the result of exchange with network partners in th

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12

Jones, Peter. "Hospitality operations management : a systems approach to the service concept and capacity management." Thesis, University of Surrey, 1998. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.388992.

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13

Stein, Sebastian [Verfasser]. "Modelling method extension for service-oriented business process management / Sebastian Stein." Kiel : Universitätsbibliothek Kiel, 2010. http://d-nb.info/1019903198/34.

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14

Parham, Antonio M. (Antonio Miguel). "Prodigy Business Services--an "instructional case" study of marketing tactics for a computerized electronic information service." Thesis, Massachusetts Institute of Technology, 1990. http://hdl.handle.net/1721.1/45186.

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15

Maloba, Ngako Daniel. "Outsourcing : a business model to improve municipal service delivery." Thesis, Stellenbosch : Stellenbosch University, 2008. http://hdl.handle.net/10019.1/6173.

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Thesis (MBA (Business Management))--Stellenbosch University, 2008.<br>ENGLISH ABSTRACT: This study report concerns service delivery issues at municipal level which have emerged as areas of critical concern as far as they affect consumers of municipal services, interest groups and government as a whole. Background to investigation. The need to investigate the service delivery challenges at municipal level arose out of multiple newspaper reports reflecting on lack of satisfaction from end-users and authorities regarding quality of delivery. Organizations such as South African Local Government As

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16

Tejan, Sheikh. "Organizational Size's Effect Strategic Service Innovation and Strategic Service Delivery Innovation." ScholarWorks, 2018. https://scholarworks.waldenu.edu/dissertations/6136.

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Empirical research has established that the service sector is the engine of growth in global economies. Despite the contributions of the service sector to global economies, research in service innovation has been neglected. There are still empirical research gaps especially on the predictors of strategic service delivery innovation (SSDI). The problem statement addressed in this study was that no research used the resource advantage theory to investigate the nature of the relationship between SSI and SSDI with OS as a possible moderator variable. Using resource advantage theory as the foundati

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17

Zhang, Yue. "Service chain design in the user-choice environment." Thesis, McGill University, 2009. http://digitool.Library.McGill.CA:80/R/?func=dbin-jump-full&object_id=32398.

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The purpose of my thesis is to help decision makers increase client participation or profits by optimizing a service chain network and main client attraction determinants. Although this research can be applied to other service sectors, it mainly focuses on preventive healthcare as an application domain. Since people usually have more flexibility to choose whether or not to receive preventive healthcare services, maximizing the level of participation by providing a more balanced facility network subject to

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18

Mulder, Gerhard Johan. "A framework for site-based service provision : a study of industrial automation solutions." Thesis, Stellenbosch : University of Stellenbosch, 2009. http://hdl.handle.net/10019.1/5045.

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Thesis (MBA (Business Management))--University of Stellenbosch, 2009.<br>ENGLISH ABSTRACT: Customers procure solutions and services to streamline and improve their business functions. For services to be viable to a customer, it is required that the service provide more value to their business than the actual cost of procuring the service. This report aims to understand what the value is that the customers place in the services they require. From this understanding, a framework is produced that drives value in delivering site-based support services. The framework is built on four objectives tha

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19

Robertson, Katina. "Ensuring Quality Consumer Service Encounters." Thesis, Walden University, 2018. http://pqdtopen.proquest.com/#viewpdf?dispub=10827921.

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<p> Counterproductive employee behaviors are inevitable, unpredictable, and widespread in the U.S. retail industry. The purpose of this multiple case study was to explore U.S. midlevel retail leadership strategies used to prevent and correct employee behaviors that sabotage quality service encounters. Gilbert’s behavior engineering model, which links employee behaviors to performance, was the framework used in this study. The data-collection process comprised 7 semistructured interviews with midlevel retail leaders, online company documentation, and researcher observations and assisted i

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20

Terry, Siera Santos. "Sales to Service: How businesses can incorporate service attributes to drive customer retention." Kent State University / OhioLINK, 2020. http://rave.ohiolink.edu/etdc/view?acc_num=kent1586985932615731.

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21

Andersson, Henrik, and Karin Eklund. "Kunskapsföretags värdeskapande : ett steg mot en integration av Service Management och Knowledge Management." Thesis, Linköping University, Department of Management and Economics, 2000. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-632.

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<p>Bakgrund: För att kunna stilla kunders behov och skapa kvalitet och därigenom värde, krävs kunskap. Två teoribildningar som talar om värde och kvalitet respektive kunskap var för sig är Service Management och Knowledge Management. Service Management är huvudsakligen externt orienterad medan Knowledge Management är näst intill uteslutande internt orienterad, vilket medför att vissa "spänningar" återfinns dem emellan. Frågan är hur dessa"spänningar"hanteras i kunskapsföretags värdeskapande. Syfte: Syftet med uppsatsen är att analysera vad Service respektive Knowledge Management bidrar till i

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22

Frame, Andrea. "Service delivery systems in financial service companies : cross cultural delivery and the implications for standardisation." Thesis, Birmingham City University, 1997. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.263069.

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23

Hummer, Waldemar, Patrick Gaubatz, Mark Strembeck, Uwe Zdun, and Schahram Dustdar. "Enforcement of Entailment Constraints in Distributed Service-Based Business Processes." Elsevier, 2013. http://dx.doi.org/10.1016/j.infsof.2013.05.001.

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A distributed business process is executed in a distributed computing environment. The service-oriented architecture (SOA) paradigm is a popular option for the integration of software services and execution of distributed business processes. Entailment constraints, such as mutual exclusion and binding constraints, are important means to control process execution. Mutually exclusive tasks result from the division of powerful rights and responsibilities to prevent fraud and abuse. In contrast, binding constraints define that a subject who performed one task must also perform the corresponding bo

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24

Zolnowski, Andreas [Verfasser], and Tilo [Akademischer Betreuer] Böhmann. "Analysis and Design of Service Business Models / Andreas Zolnowski. Betreuer: Tilo Böhmann." Hamburg : Staats- und Universitätsbibliothek Hamburg, 2015. http://d-nb.info/1075317479/34.

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25

Wang, Tianjin. "A service quality model matched by a customised instrument for measurement of retail service sector performance." Thesis, University of the West of Scotland, 1998. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.388216.

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Developed nations, like the United Kingdom, increasingly have become service-based economies: in Taiwan, service industry accounts for more than 50% of GDP, exceeding the output value of manufacturing industry. Since 1988, Taiwan has followed the trend towards dominant employment by the service sector as opposed to manufacturing activity. The measurement of service quality performance is therefore important. Thus the main aim of this research programme was to develop a Service Quality Performance (SQP) model and to match it by a customised instrument for measurement of service quality performa

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Yalley, A. A. "Service productivity measurement : an application to higher education business and management schools." Thesis, Coventry University, 2012. http://curve.coventry.ac.uk/open/items/a4899d9c-dabc-4480-8fac-ff06e606ed8a/1.

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The service sector over the last few decades has become a symbol of prosperity and growth in many economies around the world in terms of its contribution to GDP growth, employment and standard of living. Despite this, the perception among most economists that productivity of services lags behind manufacturing still persists. Several scholars have attributed this to the conceptual, empirical and practical problems of measuring productivity in services. In an attempt to address these problems, the systematic review of extant literature and existing scales and semi-structured interviews led to th

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27

Lorenz, Angela. "Contemporary management accounting in the UK service sector." Thesis, University of Gloucestershire, 2015. http://eprints.glos.ac.uk/4260/.

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This study demonstrates an original contribution to knowledge by providing a deeper understanding of management accounting practices in the context of service organisations. It explores a number of traditional and contemporary tools and their relationship to service organisations. The study focuses on the extent to which both traditional and contemporary tools are utilised in practice and also the underlying reasons why some tools become embedded in practice and the barriers and enablers of management accounting change in a service sector context. The study is explanatory in nature and uses a

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Roberts, Joanne. "The development of multinational organisational structures within the service sector : the case of the UK business services sector." Thesis, University of Newcastle Upon Tyne, 1996. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.244399.

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29

Mitchell, Mark Anthony. "Small Service Business Strategies to Win Open Federal Competitive Contracts." ScholarWorks, 2019. https://scholarworks.waldenu.edu/dissertations/7316.

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Despite policies for U.S. federal agencies to use open competitive procedures that increase small business participation in federal contracting, some small businesses do not win open competitive federal contracts. The purpose of this multiple case study was to explore the strategies some leaders of small businesses in the service industry have used to win open competitive U.S. federal contracts. The conceptual framework for this study was agency theory. The participants in this study were 6 leaders of small businesses in the state of Washington who successfully implemented strategies to win op

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Stanforth, Nancy Jean Fadgen. "Customer expectations and management event schemata: Satisfaction, patronage and retail store service /." The Ohio State University, 1993. http://rave.ohiolink.edu/etdc/view?acc_num=osu1487846885779133.

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Xu, Zihan. "Information Requirements and Management for Service Based Business Model : A Case Study to assess OEMs’ service orientation." Thesis, KTH, Industriell produktion, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-160893.

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Idag står tillverkningsindustrin ”original equipment manufacturers (OEM )” inför stora utmaningar i sin strävan efter en hållbar tillväxt. Å ena sidan, den förväntade bristen på naturresurser tvingar tillverkarna att bevara resurser i sin leverantörskedja. Å andra sidan tvingar växande tekniker, förändringar av marknadsförhållandena och kundpreferenser, samt högre konkurrens, tillverkarna att söka efter innovativa affärsmetoder för att differentiera sig från sina konkurrenter. Tjänstebaserad affärsmodell är en affärslösning på framväxt som innehåller miljövärden eftersom den möjliggör återvinn

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32

Mathew, Nicholas. "Building International Business Competencies, Human Capital, and Service Capabilities: a study of emerging market professional service small-and-medium-sized enterprises." Cleveland State University / OhioLINK, 2019. http://rave.ohiolink.edu/etdc/view?acc_num=csu1558271960535679.

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33

Afrasiabi, Rad Amir. "Business process modeling in Web service-based healthcare systems." Thesis, University of Ottawa (Canada), 2009. http://hdl.handle.net/10393/28422.

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Web services composition is an emerging paradigm for enabling inter and intra organizational integration, and a landscape of languages and techniques for modeling business processes in web service based environments has emerged and is continuously being enriched. With the advent of modeling standards, different business sectors are investigating the options for modeling their workflows. In terms of business process modeling, healthcare is a rather complex sector of activity. Indeed, modeling healthcare processes presents special requirements dictated by the complicated and dynamic nature of th

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34

Lillieqvist, Mari, and Marcela Nilsson. "Service ur ett medborgarperspektiv : Skatteverket: service eller kontroll?" Thesis, Södertörn University College, Södertörn University College, 2005. http://urn.kb.se/resolve?urn=urn:nbn:se:sh:diva-397.

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<p>Service är ett svårdefinierat ord och upplevs på olika sätt beroende på situation och person. Service kan också yttra sig, och erbjudas på olika sätt beroende på organisation. Tanken med uppsatsen var att undersöka hur service genom personlig kontakt upplevs i en offentlig organisation, där service kanske inte direkt förknippas med just den organisationen, nämligen Skatteverket. </p><p>Undersökningen genomfördes på Skatteverkets lokalkontor på Södermalm i Stockholm under våren 2004. Större delen av materialet samlades in på plats genom enkäter, som besökarna besvarade. Vi genomförde också

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Almubark, K. "Tourism policy and service quality management in business conference tourism in Saudi Arabia." Thesis, University of Exeter, 2019. http://hdl.handle.net/10871/36369.

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This study assesses tourism policy and service quality management in business and conference tourism in the Kingdom of Saudi Arabia (KSA), examining the capacity of KSA to become an international business conference tourism destination. It considers the factors that could favour or hinder the expansion of the conference industry in (KSA), Research was conducted through mixed methods, the fact that qualitative and quantitative designs complement each other - each covering for the weakness of the other including original data drawn from interviews and questionnaires. The target respondents are o

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36

Pienaar, Wiloma. "Guidelines for transforming a service organisation to a customer relationship management enterprise." Thesis, Stellenbosch : Stellenbosch University, 2003. http://hdl.handle.net/10019.1/53444.

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Thesis (MBA)--Stellenbosch University, 2003.<br>ENGLISH ABSTRACT: Customer Relationship Management (CRM) has been referred to as the new "mantra" of marketing management (Winer, 2001: 89), however CRM is a business strategy that calls for the establishment, development, maintenance and optimisation of long-term profitable and mutually beneficial relationships between organisations and their customers. It is a journey of strategic, structural, process, organisational and technological change through which an organisation can manage its enterprise better around customer behaviour. CRM as

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Johnson, Devon Samuel. "Cognitive and affective trust in service relationships." Thesis, London Business School (University of London), 1998. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.299997.

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Burke, Dennis V. "Managers' Emotional Intelligence and Employee Turnover Rates in Quick Service." ScholarWorks, 2017. https://scholarworks.waldenu.edu/dissertations/3661.

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Turnover rate is a benchmark economic measure and affects the customer service and profitability of organizations. The purpose of this correlational study was to examine the relationship between general managers' emotional intelligence (EI), operations evaluation scores (OE), and employee turnover rates at Brand X quick service restaurant (QSR) companies using Salovey and Mayer's theoretical framework of EI. Data were collected from a sample of 69 QSR general managers, with at least 6 months of experience, in the Southeastern United States using the EQ-i 2.0 self-assessment instrument. The mea

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Sulaiman, Safwan [Verfasser]. "Knowledge Transfer-based Recommendations to Enable Self-Service Business Intelligence / Safwan Sulaiman." Düren : Shaker, 2019. http://d-nb.info/1198600500/34.

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Zheng, Haoran. "Contextual Affordances of Social Media, Clinical Prosess Changes and Health Service Outcomes." FIU Digital Commons, 2018. https://digitalcommons.fiu.edu/etd/3852.

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Never had consumers been empowered by information technologies such as social media-enabled portals that permit them to access and conduct all aspects of life and work activities through a mobile phone at any time from anywhere. WeChat, with over 963 million active monthly users, represents such a revolutionary platform. In healthcare, patients can use WeChat to make doctor appointments, access health and lab results, consult with doctors, and check on the queuing status and parking conditions in the health clinics and hospitals. Such social-media-enabled systems have transformed the relations

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Lau, Kit-ling Rossana, and 劉潔齡. "Strategy for information management in the airline catering business." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1995. http://hub.hku.hk/bib/B31266605.

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Janse, van Rensburg Dirk. "Indentify the business intelligence platform required within an asset management service delivery environment." Thesis, Stellenbosch : Stellenbosch University, 2013. http://hdl.handle.net/10019.1/97446.

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Thesis (MBA)--Stellenbosch University, 2013.<br>ENGLISH ABSTRACT:The research answered the primary research question by defining what business intelligence (BI) platform must be included in Pragma’s asset care centre (ACC) model. Pragma delivers physical asset management services and products with the aim of improving performance of physical assets. These services and products are contained in the ACC model, which is based on Pragma’s AMIP asset management maturity assessment methodology. The current BI platform in the ACC Pack cannot deliver information management to a mature asset management

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Gomez, Paul R. (Paul Robert). "Service Oriented Architecture as a strategy for business improvement in the enterprise." Thesis, Massachusetts Institute of Technology, 2008. http://hdl.handle.net/1721.1/43122.

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Thesis (S.M.)--Massachusetts Institute of Technology, System Design and Management Program, 2008.<br>Includes bibliographical references.<br>The service concepts found in Service-Oriented Architecture (SOA) have been used in software design for many years, with ever-improving tools and a growing understanding of where and how SOA should be applied. Applications built utilizing SOA concepts promote principles such as modularity, distribution, encapsulation and clear interfaces, all core concepts of object-oriented and component-based software development. Despite the clear design advantages of

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Hoopes, Bruce E. (Bruce Edward) 1963. "A business and technology strategy approach for the building equipment service industry." Thesis, Massachusetts Institute of Technology, 2000. http://hdl.handle.net/1721.1/88318.

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Athanassopoulou, Pinelopi. "Developer - customer communication in successful new service development." Thesis, City University London, 2001. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.390938.

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Hamilton, David L. "Expectations, actions and a social service manager's effectiveness." Thesis, University of Sussex, 1989. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.293569.

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Khan, Amin. "Percieved service quality in the air freight industry." Thesis, Cranfield University, 1993. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.359442.

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Kitching, John William. "Labour regulation in the small service sector enterprise." Thesis, Kingston University, 1997. http://eprints.kingston.ac.uk/20606/.

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Small service enterprises have typically been neglected both by industrial relations researchers and by small firms researchers. Yet there are compelling reasons why relations between employers and employees might differ from those found in large firms or in manufacturing firms. Drawing on face-to-face interview data from 54 small service enterprise owner-managers and 117 of their employees, the study aims to redress this imbalance in research effort. The study focuses on three contrasting sectors in the service industries: computer services; employment and secretarial services; and free house

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Collins, P. N. "A business plan for Mobile self storage." Thesis, Stellenbosch : University of Stellenbosch, 2009. http://hdl.handle.net/10019.1/6439.

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Thesis (MBA (Business Management))--University of Stellenbosch, 2009.<br>ENGLISH ABSTRACT: In the United States nearly one in every ten households rents a self storage unit and the industry had a gross turn-over of 22.6 billion dollars in 2006 (Self Storage Industry Fact Sheet, 2007). The success of the industry has lead to an extension of the conventional mortar and brick facilities to container-like mobile units. These units are transported to the customers so that customers have the freedom to load their furniture and house appliances, for storage, themselves. The container unit is then col

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Groth, Markus. "Managing service delivery on the Internet: Facilitating customers' coproduction and citizenship behaviors in service organizations." Diss., The University of Arizona, 2001. http://hdl.handle.net/10150/289725.

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Abstract:

This research examines the role of customer behavior in Internet service deliveries. A nomological network of customer behaviors and its antecedents is developed and tested in two studies. In the first study, two hundred individuals were surveyed about their customer satisfaction, socialization, coproduction, and citizenship behaviors in their most recent online service experience. Results show that customers distinguish between two types of behavior: required customer coproduction behaviors and voluntary customer citizenship behaviors. Furthermore, these two behaviors were predicted by differ

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