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Journal articles on the topic 'Customer services – Communication systems – Case studies'

Author: Grafiati

Published: 4 June 2021

Last updated: 17 February 2022

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1

Broady‐Preston, Judith, Joanna Felice, and Susan Marshall. "Building better customer relationships: case studies from Malta and the UK." Library Management 27, no. 6/7 (2006): 430–45. http://dx.doi.org/10.1108/01435120610702422.

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PurposeThe purpose of this paper is to analyse the results of two surveys conducted at the University of Malta Library, 2003‐20044 and Lanchester Library, University of Coventry, 2005‐2006. Relationships between library staff and their customers are explored using a customer relationships management (CRM) framework.Design/methodology/approachFocus groups were used to ascertain customer and staff perceptions of the quality of library service and the existing nature of customer/librarian relationships.FindingsCRM was a useful framework for analysing the perceived worth of university libraries. I

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Ayat, Nasir, and Mahmood Khalid. "Consumer Satisfaction in Social Security Hospital: A Case Study of Punjab Employees Social Security Institution Hospital, Rawalpindi." Pakistan Development Review 48, no. 4II (2009): 675–99. http://dx.doi.org/10.30541/v48i4iipp.675-699.

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In health care, consumer satisfaction is an important evaluation instrument to determine the quality of services. In recent years, the concept has assumed much greater significance particularly in market based health systems. Also, in World Health Organisation’s framework for health care assessment, the customer satisfaction is given due consideration. On the contrary, in developing countries particularly, the concept is one of the most ignored elements in evaluation of health care systems. Pakistan is also a case in point. Review of literature and general health management systems in the coun

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Zieba, Malgorzata, and Paweł Kończyński. "Factors of successful client co-production in knowledge-intensive business services." Kybernetes 49, no. 1 (2019): 141–64. http://dx.doi.org/10.1108/k-04-2019-0297.

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Purpose This paper aims to explore the topic of client co-production in knowledge-intensive business services (KIBS). The paper first sketches a theoretical background and reviews previous studies on factors affecting successful client co-production in such companies and then examines these factors via case study research among a small KIBS company and its five customers. Design/methodology/approach The paper is based on an in-depth analysis of literature devoted to client co-production in KIBS firms and on the results of case studies analysis. The authors explore theoretically and empirically

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Liu, Tianyou, Zhenliang Ma, and Haris N. Koutsopoulos. "Unplanned Disruption Analysis in Urban Railway Systems Using Smart Card Data." Urban Rail Transit 7, no. 3 (2021): 177–90. http://dx.doi.org/10.1007/s40864-021-00150-x.

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AbstractMetro system disruptions are a big concern due to their impacts on safety, service quality, and operating efficiency. A better understanding of system performance and passenger behavior under unplanned disruptions is critical for efficient decision making, effective customer communication, and identifying potential improvements. However, few studies explore disruption impacts on individual passenger behavior, and most studies use manually collected survey data. This study examines the potential of using automated collection data to comprehensively analyze unplanned disruption impacts.

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Hariguna, Taqwa, Ade Maharini Adiandari, and Athapol Ruangkanjanases. "Assessing customer intention use of mobile money application and the antecedent of perceived value, economic trust and service trust." International Journal of Web Information Systems 16, no. 3 (2020): 331–45. http://dx.doi.org/10.1108/ijwis-12-2019-0055.

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Purpose The purpose of this study is to examine the role of trust and perceived value (PV) in customer intentions to adopt mobile money application (MMA) services. Trust and PV were broken down into various dimensions. This study investigated the two-component base trusts, namely, economic and service, and also PV as an antecedent. Design/methodology/approach This study involved 402 respondents selected through the interception and online survey approach and had five hypotheses. The structural equation model was used to test the hypothesis of this study. Findings The findings showed that the P

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Stewart, Harrison, and Jan Jürjens. "Data security and consumer trust in FinTech innovation in Germany." Information & Computer Security 26, no. 1 (2018): 109–28. http://dx.doi.org/10.1108/ics-06-2017-0039.

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Purpose The purpose of this study is to empirically analyse the key factors that influence the adoption of financial technology innovation in the country Germany. The advancement of mobile devices and their usage have increased the uptake of financial technology (FinTech) innovation. Financial sectors and startups see FinTech as a gateway to increase business opportunities, but mobile applications and other technology platforms must be launched to explore such opportunities. Mobile application security threats have increased tremendously and have become a challenge for both users and FinTech i

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A. Rabaa'i, Ahmad, and Xiaodi Zhu. "Understanding the Determinants of Wearable Payment Adoption: An Empirical Study." Interdisciplinary Journal of Information, Knowledge, and Management 16 (2021): 173–211. http://dx.doi.org/10.28945/4746.

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Aim/Purpose: The aim of this study is to determine the variables which affect the intention to use Near Field Communication (NFC)-enabled smart wearables (e.g., smartwatches, rings, wristbands) payments. Background: Despite the enormous potential of wearable payments, studies investigating the adoption of this technology are scarce. Methodology: This study extends the Technology Acceptance Model (TAM) with four additional variables (Perceived Security, Trust, Perceived Cost, and Attractiveness of Alternatives) to investigate behavioral intentions to adopt wearable payments. The moderating role

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Jaaron, Ayham A. M., and Chris Backhouse. "A systems approach for forward and reverse logistics design." International Journal of Logistics Management 27, no. 3 (2016): 947–71. http://dx.doi.org/10.1108/ijlm-07-2015-0118.

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Purpose There is significant potential for adding value by involving customer in the design process and delivery of logistic services. In order to add value to the overall logistic system, the purpose of this paper is to apply an integrated systems approach for the design of forward and reverse logistics services in order to build a self-organising service that can maximise efficiencies and in particular reduce reverse logistics costs. Design/methodology/approach Two exploratory case studies were conducted in the logistics systems of housing repair and maintenance sector in the UK. Data were c

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Volkov, Boris, Jennifer Cieslak, and Brook Matthiesen. "2360 Engaging, capturing, and integrating the voice of the customer and collaborator in a clinical and translational science program." Journal of Clinical and Translational Science 2, S1 (2018): 69–70. http://dx.doi.org/10.1017/cts.2018.252.

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OBJECTIVES/SPECIFIC AIMS: This presentation will highlight the framework, domains, and approaches of the “Engaging the Voice of the CTS Customer and Collaborator System” created at the University of Minnesota Clinical and Translational Science Institute (CTSI) in response to the need to improve the stakeholder engagement, quality, efficiency, consistency, and transparency of the clinical and translational work. This system addresses 3 important results-based accountability measures/questions: “What should we do?”, “How well did we do it?”, and “Is anyone better off?”. According to Woolf (2008)

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Alsaadi, Meiaad Rashid, Syed Zamberi Ahmad, and Matloub Hussain. "Improving the quality of mobile government services in the Gulf Cooperation Council." Journal of Systems and Information Technology 21, no. 1 (2019): 146–64. http://dx.doi.org/10.1108/jsit-11-2017-0116.

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PurposeThe purpose of the study is to provide a concrete, integrated plan to improve the service quality of mobile government (m-government) services from the customer perspective in the Gulf Cooperation Council.Design/methodology/approachA quantitative approach was used to analyze a case study of the UAE Ministry of Interior (MOI) mobile application and a competitor: the MOI application of the Kingdom of Saudi Arabia. Data were collected using a focus group.FindingsResults show that the technical requirement “real time” has the highest priority for deployment and “tangible service” has the lo

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Tomar, Avantika, and Amit Dhiman. "Exploring the Role of HRM in Service Delivery in Healthcare Organizations: A Study of an Indian Hospital." Vikalpa: The Journal for Decision Makers 38, no. 2 (2013): 21–38. http://dx.doi.org/10.1177/0256090920130202.

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The new service management school of thought acknowledges a set of new human resource management (HRM) practices, underpinned by the concept of satisfaction mirror between customers and front-line workers. HRM practices in the cycle of success include careful selection, high-quality training, well-designed support systems, empowerment, teamwork, appropriate measurement, rewards and recognition, and the development of a service culture. The model for achieving cycle of success in interactive service works is known as the high involvement work systems (HIWS). There is some research evidence abou

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Golubeva, Anastasia, and Irina Merkuryeva. "Demand for online government services: Case studies from St. Petersburg." Information Polity 11, no. 3,4 (2007): 241–54. http://dx.doi.org/10.3233/ip-2006-0105.

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Shen, Huai Liang, and Ling Ping Fu. "Research on the Information Push System Using Case-Based Reasoning." Advanced Materials Research 989-994 (July 2014): 4625–28. http://dx.doi.org/10.4028/www.scientific.net/amr.989-994.4625.

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Information push systems play an important role in reducing information overload for people visiting online sites, but their services could be improved by using data from online social networks, electronic communication tools and others. Information push systems are used by electronic commerce sites to suggest products to their customers and to provide consumers with information to help them determine which products to buy. There are many electronic commerce applications on the Web. A common shortcoming is the lack of customer service and marketing analysis tools in most electronic commerce we

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Plantin, Jean-Christophe, Carl Lagoze, Paul N. Edwards, and Christian Sandvig. "Infrastructure studies meet platform studies in the age of Google and Facebook." New Media & Society 20, no. 1 (2016): 293–310. http://dx.doi.org/10.1177/1461444816661553.

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Two theoretical approaches have recently emerged to characterize new digital objects of study in the media landscape: infrastructure studies and platform studies. Despite their separate origins and different features, we demonstrate in this article how the cross-articulation of these two perspectives improves our understanding of current digital media. We use case studies of the Open Web, Facebook, and Google to demonstrate that infrastructure studies provides a valuable approach to the evolution of shared, widely accessible systems and services of the type often provided or regulated by gover

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Halvorsrud, Ragnhild, Knut Kvale, and Asbjørn Følstad. "Improving service quality through customer journey analysis." Journal of Service Theory and Practice 26, no. 6 (2016): 840–67. http://dx.doi.org/10.1108/jstp-05-2015-0111.

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Purpose The purpose of this paper is to propose a framework based on customer journeys for a structured portrayal of service delivery from the customer’s point of view. The paper also introduces customer journey analysis (CJA) for empirical investigation of individual service experiences in a multichannel environment. Design/methodology/approach The paper presents case studies for onboarding new customers on broadband services. CJA starts with modeling of the service process in terms of touchpoints. The individual customer journeys are reconstructed through methodological triangulation of inte

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Storer, Christine, Geoffrey Soutar, Jacques Trienekens, Adrie Beulens, and Mohammed Quaddus. "Dynamic modelling of inter-organisational information management systems and relationships in food chains." Journal on Chain and Network Science 4, no. 1 (2004): 55–71. http://dx.doi.org/10.3920/jcns2004.x042.

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It is agreed that good communication systems between organisations increase customer satisfaction and relationship behaviour. However, less is known about the details of how information is used to manage relationships. Theories that have been found have either been tested on non-perishable goods or on small case studies. In earlier stages of the research, a dynamic model of inter-organisational information management systems (IOIMS) and relationships was developed based on a netchain case study. This paper presents an evaluation of this model based on a survey of Australian food processors and

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Matic, Rade, Milos Kabiljo, Miodrag Zivkovic, and Milan Cabarkapa. "Extensible Chatbot Architecture Using Metamodels of Natural Language Understanding." Electronics 10, no. 18 (2021): 2300. http://dx.doi.org/10.3390/electronics10182300.

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In recent years, gradual improvements in communication and connectivity technologies have enabled new technical possibilities for the adoption of chatbots across diverse sectors such as customer services, trade, and marketing. The chatbot is a platform that uses natural language processing, a subset of artificial intelligence, to find the right answer to all users’ questions and solve their problems. Advanced chatbot architecture that is extensible, scalable, and supports different services for natural language understanding (NLU) and communication channels for interactions of users has been p

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El Idrissi, Mohamed Dif, Abdelkabir Charkaoui, and Abdelwahed Echchatbi. "Multi Agent Approach for Environmental Customer Collaboration: Study Case in Automotive Spare Parts Sector." International Journal of Sustainable Development and Planning 16, no. 3 (2021): 525–33. http://dx.doi.org/10.18280/ijsdp.160313.

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Recently, Environmental Customer collaboration has gained a considerable attention among researchers and Industrial enterprises. Many studies highlight that organizations can achieve a good performance level while considering customer collaboration and environmental regulation. However, the literature in the Green Supply Chain Management (GSCM) suggests having a more structured collaboration and information exchange process based between Supply Chain partners on new technologies. Towards this end, a hybrid approach based on Multi Agent Systems and Multi Objective Linear Programming is proposed

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Cheruiyot, Betty Jeruto, and Mary Ragui. "Customer Development Strategies and Performance of Start Up Carbon Projects; A Case of Study of Sustainable Agriculture Tanzania (SAT)." International Journal of Business Management, Entrepreneurship and Innovation 3, no. 1 (2021): 49–64. http://dx.doi.org/10.35942/jbmed.v3i1.164.

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Present challenges experienced by a globalized and changing world with new forms of doing business has forced entrepreneurs to change their approach to customers especially given the prior traditional marketing theory. Current markets have a customer base with increasing in demand for more marginal products or services. Henceforth, they have created individual preferences. The general objective of this study was to establish the effect of customer development strategies on performance of start-up carbon projects; a case of study of sustainable agriculture Tanzania (SAT) Specifically, aimed at

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Nguyen, Quoc Nghi, Anh Tin Ngo, and Van Nam Mai. "Factors impacting online complaint intention and service recovery expectation: The case of e-banking service in Vietnam." International Journal of Data and Network Science 5, no. 4 (2021): 659–66. http://dx.doi.org/10.5267/j.ijdns.2021.8.001.

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With advanced technology, service providers have used multiple channels to get customer feedback. Online complaints are considered a useful solution for many service providers. If the online complaints are appropriately resolved, this not only helps recover customer satisfaction but also enhances the service image in customers' minds. This study applies structural equation modeling (SEM) to determine the affecting factors on online complaint intention and service recovery expectation in e-banking services. Research data are collected by random sampling with a sample size of 206 customers who h

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Mansour, Ilham Hassan Fathelrahman, Abuzar M. A. Eljelly, and Abdelgardir M. A. Abdullah. "Consumers’ attitude towards e-banking services in Islamic banks: the case of Sudan." Review of International Business and Strategy 26, no. 2 (2016): 244–60. http://dx.doi.org/10.1108/ribs-02-2014-0024.

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Purpose This study aims to provide an analysis of the attitude toward three banking services technologies in Sudan, namely, automated teller machines (ATMs), mobile banking and internet (online) banking. The study started by conducting an exploratory factor analysis, on the valid responses received from a random sample of bank customers in Sudan toward the three technologies. Design/methodology/approach The study used the “technology acceptance model” as a conceptual framework to investigate the factors that influence customers’ acceptance and intention to use bank technologies. Findings The s

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Momeni, Khadijeh, and Miia Martinsuo. "Remote monitoring in industrial services: need-to-have instead of nice-to-have." Journal of Business & Industrial Marketing 33, no. 6 (2018): 792–803. http://dx.doi.org/10.1108/jbim-10-2015-0187.

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Purpose The purpose of this paper is to better understand the efficient use of remote monitoring systems (RMS) to create business value for industrial services in manufacturing firms. A business view to RMS is a key prerequisite for the successful application of the Internet of Things (IoT) in industrial services. Design/methodology/approach A qualitative multiple-case study was conducted in six engineering companies. The main source of data was semi-structured interviews with 16 managers. Findings The findings highlight the role of RMS in enabling manufacturing firms to collect data from cust

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Wang, Bill, Yuanfei Kang, Paul Childerhouse, and Baofeng Huo. "Service supply chain integration: the role of interpersonal relationships." Industrial Management & Data Systems 118, no. 4 (2018): 828–49. http://dx.doi.org/10.1108/imds-02-2017-0062.

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Purpose The purpose of this paper is to explore the role of interpersonal relationships (IPRs) in service supply chain integration (SSCI) in terms of strategic alliance, information integration, and process integration. Design/methodology/approach The research employs an exploratory/investigational approach to multiple case studies and empirically investigates effects of IPRs in SSCI. The data were mainly collected through semi-structured interviews with senior management staff from four service companies and their suppliers or customers in New Zealand. Archival data from the Internet and comp

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Yum, Joosun, Kihwan Kim, and Stephanie Mazzei. "Contingency Model of Multiple SNSs Running Strategy in Art and Cultural Institutions." International Journal of Business and Management 13, no. 9 (2018): 13. http://dx.doi.org/10.5539/ijbm.v13n9p13.

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Social Network Service (SNS) is getting popular among various organizations as a powerful tool for communication and promotion. Recently, cultural and art institutions began to employ multiple SNS platforms for a variety of applications such as marketing, communication, customer services, and even program development. It is a challenging task to run multiple SNSs platforms to execute many different applications. Although this is a more common trend, there have been few studies to explore the factors that might influence the successful running of multiple SNSs, in particular in the art and cult

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Del Vecchio, Pasquale, Giustina Secundo, and Giuseppina Passiante. "Analyzing Big Data through the lens of customer knowledge management." Kybernetes 47, no. 7 (2018): 1348–62. http://dx.doi.org/10.1108/k-07-2017-0273.

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Purpose This paper aims to demonstrate how customer knowledge management (CKM) can opportunely support the process of value creation from Big Data. Focusing on tourism as a knowledge-intensive industry, the paper tries to contribute to the debate on management of Big Data by proposing CKM as a meaningful approach for transforming the huge amount of data available on social networks into valuable assets for competitiveness of tourism destinations. Design/methodology/approach The paper adopts a qualitative research methodology based on multiple exploratory case studies identified in a set of dig

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Le Floc’h, Gaël, and Laurent Scaringella. "Another failed M&A: misaligned business models as culprit." Journal of Business Strategy 38, no. 5 (2017): 18–26. http://dx.doi.org/10.1108/jbs-05-2016-0049.

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Purpose Literature on business models (BMs) has grown ve ry rapidly since the beginning of the twenty-first century, and although the theoretical and empirical literature has developed significantly, the number of practical and management-oriented studies remains relatively low. A recent debate in the field has focused on the definition of BM invariants: sensing customer needs, creating customer value, sustaining value creation and monetizing value. Extant empirical studies have mainly focused on multinational enterprises (MNEs) and successful BMs; however, this study concentrates on the failu

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Orros, G. C. "The Role of the Actuary in the National Health Services." British Actuarial Journal 2, no. 1 (1996): 19–127. http://dx.doi.org/10.1017/s1357321700003354.

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ABSTRACTThe paper discusses the role of actuaries within the NHS. Actuaries have applied the concept of Geographic Information Systems to health data on patient traffic flows, transportation studies and specialty specific information on NHS providers (such as hospitals, ambulance stations and GP practices). Actuaries have been working with NHS Trusts to generate private patient income. Actuarial modelling developments, as part of a multi-disciplinary approach, have been used to interpret health data and to assist with the reconfiguration of NHS services. Actuaries have also been involved in lo

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David Shapiro, Steven. "Discovery tools as electronic billboards to market your library." Library Hi Tech News 31, no. 10 (2014): 10–12. http://dx.doi.org/10.1108/lhtn-07-2014-0062.

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Purpose – The aim of this article is to describes Sprague Library’s experience in using EBSCO Discovery Service (EDS) to market library services and resources in order to draw conclusions for other institutions. Design/methodology/approach – Uses the case study of Montclair State University in developing a strategy for using Discovery Tools as a library promotional tool. Also includes examples from other institutions. Findings – EDS (and other Discovery Services) can be helpful in highlighting library resources and services that may go unnoticed. Studies show a correlation between discovery to

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Hadidi, Laith, Sadi Assaf, Khalaf Aluwfi, and Hassan Akrawi. "The effect of ISO 9001 implementation on the customer satisfaction of the engineering design services." International Journal of Building Pathology and Adaptation 35, no. 2 (2017): 176–90. http://dx.doi.org/10.1108/ijbpa-01-2017-0004.

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Purpose ISO 9001 is an international specification that provides certification for quality management systems (QMSs) after careful external auditing. However, certified companies rarely evaluate their quality systems after being certified. The certificate needs to be renewed periodically where companies are encouraged to evaluate their gained benefits and improve their QMS’s deficient areas. The purpose of this paper is to provide a method of evaluation based on the level of customers’ satisfaction over five metrics (reliability, assurance, tangible, empathy, and responsiveness). Design/method

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Marques, Pedro C., and Pedro F. Cunha. "Integrating Product-Service Systems with New Business Models Definition for Manufacturing Industries." International Journal of Service Science, Management, Engineering, and Technology 5, no. 2 (2014): 64–84. http://dx.doi.org/10.4018/ijssmet.2014040105.

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Nowadays, manufacturing companies are pressured to be competitive and innovative. Particularly this concerns the delivery of value to their customers. The assessment of the overall value chain, designed and implemented for a specific product and/or service, should be sustained by new business models (NBM), thus contributing to higher levels of customer satisfaction. Integrated product-services are assuming importance, allowing manufacturing companies to achieve longer and stable relationships with their customers. This requires, among other, organizational changes and novel methodologies for p

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Marques, Pedro C., and Pedro F. Cunha. "Integrating Product-Service Systems with New Business Models Definition for Manufacturing Industries." International Journal of Service Science, Management, Engineering, and Technology 5, no. 3 (2014): 16–33. http://dx.doi.org/10.4018/ijssmet.2014070102.

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Nowadays, manufacturing companies are pressured to be competitive and innovative. Particularly this concerns the delivery of value to their customers. The assessment of the overall value chain, designed and implemented for a specific product and/or service, should be sustained by new business models (NBM), thus contributing to higher levels of customer satisfaction. Integrated product-services are assuming importance, allowing manufacturing companies to achieve longer and stable relationships with their customers. This requires, among other, organizational changes and novel methodologies for p

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Snyder, Rebecca A., Rebecca Wardrop, Alexander Mclain, Alexander A. Parikh, and Anna Cass. "Self-reported patient experience and quality of care among elderly patients with colon cancer." Journal of Clinical Oncology 38, no. 4_suppl (2020): 33. http://dx.doi.org/10.1200/jco.2020.38.4_suppl.33.

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33 Background: Although studies have identified demographic and clinical factors associated with quality colorectal cancer care, the association between patient-reported experience of care and quality of care is unknown. Our primary aim was to assess the relationship between patient-reported experience of care and receipt of guideline-concordant colon cancer (CC) treatment. Methods: Fee-For-Service Medicare beneficiaries with resected stage I-III CC (2003-2013) were identified in the linked SEER registry and Consumer Assessment of Healthcare Providers and Systems patient experience survey (SEE

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Rich, Carrie R., and Tama Duffy Day. "Integrating Electronic Health Records in the Physical Environment: A Systems Approach." HERD: Health Environments Research & Design Journal 2, no. 1 (2008): 48–65. http://dx.doi.org/10.1177/193758670800200110.

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Electronic health records (EHRs) are the future of the healthcare industry; however, insufficient attention is paid to where and how the hardware systems that support EHR software are integrated in the existing environment. The physical implementation of EHRs is an underlying component of the technology program that may pose barriers and/or gateways to EHR adoption in terms of patient safety and satisfaction, clinical usability of the EHR system, cultural acceptance, and organizational workflow. After confirming that environmental interventions are most effective when coupled with cultural pro

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Castro Soeiro, Filipe, Mariana Santos, and José Alves. "Network-based innovation: the case for mobile gaming and digital music." European Business Review 28, no. 2 (2016): 155–75. http://dx.doi.org/10.1108/ebr-07-2015-0072.

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Purpose This paper aims to identify, analyze and discuss a potential new business opportunity that arises from the intersection of the digital music and game industries across borders throughout network-based innovation approach. Design/methodology/approach The research draws on review of industry and academic literature, two online surveys and interviews, overall encompassed by a interpretative exploratory research methodology strategy. Findings The study supports the interest and potential for developing new products that combine digital music and casual digital games and that draw on firms

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Arif, Mohammed, and Aman Gupta. "Assessing the Usability for Arabic Language Websites." International Journal of Technology and Human Interaction 10, no. 3 (2014): 72–93. http://dx.doi.org/10.4018/ijthi.2014070106.

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With increasing reliance on web-based services by today's customer, organizations continuously invest time and money to provide better experience to their customers. Usability studies are very important to assure that customer expectations are achieved effectively and efficiently. The aspect of usability becomes even more important in a multilingual society. The aim of this research is to evaluate usability standards for Arabic and determine if these standards are different from English. A case study involving a Dubai Municipality website has been used to identify the differences between the t

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Ibrahimov, Bayram G., Mehman F. Binnatov, and Yalchin S. Isayev. "THE INVESTIGATION AND EVALUATION MULTISERVICE NETWORK NGN/IMS FOR MULTIMEDIA TRAFFIC." SYNCHROINFO JOURNAL 6, no. 3 (2020): 10–13. http://dx.doi.org/10.36724/2664-066x-2020-6-2-10-13.

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The subject of the study is multiservice communication network using the concept NGN (Next Generation Network) based on the open network architecture IMS (Internet Protocol Multimedia Subsystem), supporting a wide range services. The basis of this architecture is the IMS core, consisting of a set of specialized modules responsible for various functions for customer service. The purpose of the article is to analyze the existing technical capabilities of the IMS multimedia messaging subsystem and perspective solutions for the functioning of the NGN/IMS network efficiency in providing multimedia

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Pisoni, Galena, Bálint Molnár, and Ádám Tarcsi. "Data Science for Finance: Best-Suited Methods and Enterprise Architectures." Applied System Innovation 4, no. 3 (2021): 69. http://dx.doi.org/10.3390/asi4030069.

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We live in an era of big data. Large volumes of complex and difficult-to-analyze data exist in a variety of industries, including the financial sector. In this paper, we investigate the role of big data in enterprise and technology architectures for financial services. We followed a two-step qualitative process for this. First, using a qualitative literature review and desk research, we analyzed and present the data science tools and methods financial companies use; second, we used case studies to showcase the de facto standard enterprise architecture for financial companies and examined how t

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Walsh, John N., and Jamie O'Brien. "The role of information systems and knowledge codification for service provision strategies." Journal of Service Theory and Practice 31, no. 3 (2021): 318–50. http://dx.doi.org/10.1108/jstp-06-2020-0138.

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PurposeWhile service scholars see modularisation as balancing the efficiency of standardisation with the value added through customisation the relationships between these concepts are under-theorised. In addition, although information and communication technologies can facilitate all three service strategies, the degree to which they codify service knowledge is not explicitly considered in the extant literature. The purpose of this paper is to develop and validate a model that examines service strategy trajectories by specifically considering the ICTs used and the degree of knowledge codificat

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Ylinen, Maija. "Incorporating agile practices in public sector IT management: A nudge toward adaptive governance." Information Polity 26, no. 3 (2021): 251–71. http://dx.doi.org/10.3233/ip-200269.

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Public sector organizations are moving from digitalization toward digital transformation. However, this fast-paced and fundamental transformation can be difficult to manage with traditional approaches. One solution is the application of agile methods and adaptive governance. Currently, it is not clear whether the agile mindset can be successfully adopted by public sector organizations, which value stability over agility. To provide a much-needed example of how the agile approach can be introduced in the context of the public sector, this paper presents the findings of a single case study of a

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Anita, Tiurida Lily, and Aditya Pratomo. "Food safety management and food quality in hospitality industry during covid-19 pandemic." Uncertain Supply Chain Management 9, no. 3 (2021): 681–86. http://dx.doi.org/10.5267/j.uscm.2021.5.001.

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During the pandemic, many hotels have lost their source of income. The sources of hotel revenue that usually come from the sales of rooms, food and beverages, or other services have suddenly disrupted. This study was conducted to examine whether the food quality and food safety that are implemented in hotels during the social distancing period can increase customer satisfaction and increase revenue from food products made in hotels. This research was conducted by conducting observations and case studies at a hotel in Jakarta. Population and samples were taken from guests who came and bought fo

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Daghfous, Abdelkader, Omar Belkhodja, and Norita Ahmad. "Understanding and managing knowledge transfer for customers in IT adoption." Information Technology & People 31, no. 2 (2018): 428–54. http://dx.doi.org/10.1108/itp-10-2016-0222.

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Purpose The purpose of this paper is to advance information technology (IT) adoption research and practice by investigating the process of knowledge transfer (KT) undertaken by suppliers of IT innovations. The authors expound the intricacies of formal and informal mechanisms of the KT initiative that aims at augmenting the absorptive capacity (ACAP) of potential IT adopters with the objective of increasing the likelihood of adoption of new IT products or services. Design/methodology/approach The authors draw on case studies of ten IT suppliers to build on the limited research on KT for custome

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Zorgati, Imen, Hajer Zorgati, and Elmoez Zaabi. "Public transportation and service quality management during the COVID-19 outbreak: A case study of Tunisia." Problems and Perspectives in Management 19, no. 3 (2021): 298–308. http://dx.doi.org/10.21511/ppm.19(3).2021.24.

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This study aims to investigate the quality management of public transportation services in the Tunisian context during the COVID-19 outbreak. The empirical study was based on the conjoint analysis approach. The sample collected is composed of 250 individuals who often use the train as a means of transport and the pairwise comparison method is adopted for conjoint analysis. This study assesses quality management of customer service and takes into account four aspects of service quality such as comfort, way of reservation (possibility of online booking), speed, and safety. The findings revealed

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Ratnasari, Anne, Yusuf Hamdan, and Aan Julia. "Word Of Mouth Communication as Online Business Promotion." MIMBAR : Jurnal Sosial dan Pembangunan 35, no. 1 (2019): 211–20. http://dx.doi.org/10.29313/mimbar.v35i1.4410.

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Word of mouth communication can be used to promote products or services. This article is the result of research on “word of mouth” conducted by the Online Business School (SBO) to promote online business. The purpose of this study is to analyze the types and elements of word of mouth communication. This research uses case studies method. Data collection techniques are conducted in the form of observation, interviews, and literature. The research results find the organic and amplified word of mouth used by SBO. Alumni introduced SBO workshops to various parties and SBO actively uploads workshop

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Ratnasingam, Pauline. "The Evolution of Balance Scorecard and its Impact on Web Services Quality." International Journal of Organizational and Collective Intelligence 4, no. 1 (2014): 45–56. http://dx.doi.org/10.4018/ijoci.2014010104.

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Web services quality have become a significant part of small businesses who use it to facilitate the seamless flow of business transactions and financial growth. While previous research focused on the technological, operational and infrastructure capabilities such as; reducing the cost of application development, systems integration and increasing interoperability among heterogeneous software components, applications and platforms. Small businesses on the other hand, are often more challenged than larger firms by resource constraints such as; lack of financial capital, and technical or manager

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Lutsenko, K., A. Roman, and A. Budarina. "ANALYSIS OF SOCIAL AND BIOLOGICAL TRAITS OF THE ANNOUNCER BASED ON THE ORAL SPEECH IN FORENSIC AUDIO AND VIDEO ANALYSIS." Theory and Practice of Forensic Science and Criminalistics 21, no. 1 (2020): 359–72. http://dx.doi.org/10.32353/khrife.1.2020_25.

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The article discusses the most common biological traits of a person by voice and oral speech to identify the announcer in the study of video, sound recording and linguistics. The article purpose is to review some of the social and biological traits of the announcer by oral speech, which are used in modern practice to obtain the most complete information about a person/his personality. The application fields of biological traits regarding human voice and oral speech in the modern world are considered, namely: in medicine (diagnosis of many diseases), law enforcement agencies (identificati

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Hegazy, Mohamed, and Myada Tawfik. "Performance measurement systems in auditing firms." Journal of Accounting in Emerging Economies 5, no. 4 (2015): 395–423. http://dx.doi.org/10.1108/jaee-04-2012-0014.

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Purpose – The purpose of this paper is to investigate challenges facing auditing firms in designing and measuring their performance and discusses why and how the balance scorecard (BSC) could support the auditing firms overcome such challenges. The paper contributes to the existing literature by identifying the peculiarity of the auditing firms in designing and implementing performance measurement systems including the need for sound and advanced information systems, subjectivity embedded in measuring customer satisfaction, growth and success of the firms and restrictions imposed by regulation

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Ramachandran, K., and Sudhir Voleti. "Business Process Outsourcing (BPO): Emerging Scenario and Strategic Options for IT-enabled Services." Vikalpa: The Journal for Decision Makers 29, no. 1 (2004): 49–62. http://dx.doi.org/10.1177/0256090920040105.

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The paradigm shift that the Internet has brought about in communication has opened up a plethora of opportunities for outsourcing business processes (BPO) across continents. Success lessons in manufacturing sub-contracting are found to be relevant for under- standing the logic of BPO. Outsourcing involves transferring certain value contributing activities or processes to another firm to save costs and for the principal to focus on its areas of key competence. The possibilities of disaggregating value elements for the purpose of creating value in them at the sub-contractors‘ premises and final

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Martin, James B., Joyendu Bhadury, James Cordeiro, Melissa L. Waite, and Kwasi Amoako-Gyampah. "Service operations in DMV (division of motor vehicles) offices of the USA - a comparative study." Management Research Review 41, no. 4 (2018): 504–23. http://dx.doi.org/10.1108/mrr-02-2017-0060.

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Purpose Division of motor vehicle (DMV) offices serve a wide swath of Americans in all states and can therefore serve as excellent vehicles to study the quality of public services in the country. However, relatively little attention has been devoted in the academic literature to studying operations in DMV offices, especially as it relates to service quality and productivity. In an attempt to address the same, this paper aims to present the results of a study of DMV offices across the USA through a nationwide survey about vehicle titling and registration services, that received response from 31

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Rezghdeh, Keyvan, and Sajjad Shokouhyar. "A six-dimensional model for supply chain sustainability risk analysis in telecommunication networks: a case study." Modern Supply Chain Research and Applications 2, no. 4 (2020): 211–46. http://dx.doi.org/10.1108/mscra-09-2019-0018.

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PurposeThe main purpose of the present study was to improve and develop previously proposed models for Iran telecommunication networks. It should be noted that the six-dimensional (6D) sustainability model used in this study will be a useful and comprehensive model for industries. Since, the new dimension of IT along with the five well-known economic, social, environmental, technical and institutional aspects of organizations is considered to have great impacts on supply chain sustainability; the proposed framework can be practical.Design/methodology/approachAccording to the related literature

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Hennebry, Jenna L. "Bienvenidos a Canadá? Globalization and the Migration Industry Surrounding Temporary Agricultural Migration in Canada." Canadian Studies in Population 35, no. 2 (2008): 339. http://dx.doi.org/10.25336/p69c8m.

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“Migrant workers” have become an important resource in the global economy, and not solely for employers and governments. Multilateral agreements, trade liberalization, and advancements in communication and transportation have enabled flows of the world’s poor into international labour migration systems, often mediated by a migration industry that profits from providing services to employers and migrants. Based on ethnographic case studies in Mexico, participant observation in Ontario, and interviews with migrant workers and their families, farmers, government representatives and other intermed

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