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Abu, Bakar Siti Zakiah. "SERVICE RECOVERY IN E-SERVICES: SERVICE RECOVERY PROCESS, PERCEIVED JUSTICE AND SATISFACTION." OpenSIUC, 2017. https://opensiuc.lib.siu.edu/dissertations/1328.
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The Internet has changed the platform for how services are delivered. In the absence of one-to-one personal interactions between a service provider and a customer, failures unique to e-service are bound to occur. E-service failures are likely to result in unsatisfied customers. Therefore, a recovery system is important to tilt the balance of satisfaction/dissatisfaction to a more favorable condition. An e-service recovery process is an important operational process to affect this change. It is in a sense, a second chance to gain/retain loyal customers by rectifying e-service failures. Equity Theory and Exchange Theory were the theoretical bases for how customers’ perceptions transitioned from loss and unfairness to equity and satisfaction after an e-service recovery. This study investigated the relationships between e-service recovery processes attributes (compensation, respond speed, and apology) and perceived justice constructs (interactional, distributive, and procedural), and examined the relationship between perceived justice and e-service recovery satisfaction. Data from a community of students and knowledge workers in a Mid-western university was collected to analyze the effects of these constructs in service recovery processes for the purpose of designing recovery policy. The study used MANOVA and Multiple regressions for hypotheses testing. The results indicate that all service recovery process attributes had a significant main effect on all perceived justice variables. This suggests that the different levels of compensation, response speed, and apology will impact a customer’s perception of perceived justice. There is also a marginally significant interaction effect for compensation and apology. This significant interaction effect could indicate that the positive impact of an apology as part of a service recovery process could be intensified when accompanied by monetary compensation. Furthermore, the findings indicate that perceived justice (interactional justice, distributive justice, and procedural justice) are significant drivers of satisfaction in an e-service recovery. There was also a significant interaction effect with distributive justice and procedural justice in predicting e-service recovery satisfaction. The result suggests that when compensation is given, customers perceive that the e-service provider is following the rules and regulations in providing compensation in exchange for their losses.This helps transition the customer to a more equitable and satisfied state. The study also supports past research in traditional services by finding that all three perceived justice predictors were significant drivers of recovery satisfaction and that at least one interaction was significant in predicting e-service recovery satisfaction. In addition, another contribution from this study is the development of a new e-service recovery satisfaction scale. Lastly, this study contributes to the emerging stream of research on e-service recovery processes and satisfaction, and the empirical results further delineate the role of social justice in e-service recovery.
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Yennego, Jr Zubah Kollie, Fredrik Blomstervall, and Markus Rasmussen. "Purchasing Process of Services : A Study of the Purchasing Process of Human Resource (HR) Services." Thesis, Linnéuniversitetet, Institutionen för ekonomistyrning och logistik (ELO), 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-64845.
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Title: Purchasing Process of Services: A Study of the Purchasing Process of HumanResource (HR) services Background: The rise in competition among organizations continues to increase. The rise in globalization, outsourcing and continuous pressure from customers have been the source for the increase in competition. Additionally, the instability in various industries is leading to high competition among firms. The purchasing of professional services is vital to organizations. Contemporary organizations spend a huge portion of their resources on the purchasing of professional services. The proper purchase of professional services can lead to cost saving and competitive advantage for companies or organizations. Research Questions: How can the various purchasing models be used to develop a process for professional HR service purchasing? What are the factors involved in developing a process for the purchasing of professional HR services Purpose: The purpose of this thesis is to develop a purchasing process for the purchasing of professional HR services. It takes into consideration the various classifications models of purchasing and the factors involved in the purchasing of services in order to develop a purchasing process for professional HR services. Method: Through a qualitative case study, the thesis gathered empirical data and used the deductive scientific approach to building a foundation of theory. Additionally, pattern matching was used to analyze both the theory and empirical data. Conclusion: The thesis developed a new classification model for HR services which resulted in the development of a new purchasing process that takes into consideration the classification of services and integrates the effects of the classification in the purchasing process. Additionally, the thesis discovered that personal relationship, clarity of problem and solution, specification of supplier’s inputs, specification of supplier’s throughputs or processes, specification of supplier’s output and specification of supplier’s outcome and the characteristics of service are factors involved in the development of a purchasing process forHR Services. Keywords: Professional Human Resource Services, Categorization of service, PurchasingModels, Service Purchasing Process
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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 enterprise information system and unadaptable to business factor change). Some approaches focus on fixed cases or certain types of organizations (single or collaborating organizations) neglecting the enterprise systems which are either (open or closed) single or collaborating enterprise information system, which makes some past approaches not applicable to some real-life business cases. This thesis focuses on solving the headline issues and introduces a new approach for service identification applicable to different organization’s business processes. The thesis also proposes a new step-by-step algorithm and methodology that identify business services derived from data-set from any given business case.
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King, Lyn Carol. "Public service commission grievance recommendation process." Thesis, Nelson Mandela University, 2017. http://hdl.handle.net/10948/18002.
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The Public Service Commission (PSC) is an independent oversight body established in terms of chapter 10 of the Constitution, 1996. Although, its powers and functions were enacted in the Public Service Commission Act, 1997, this institution has been in existence since the early 1900’s. As an institution which was birthed during an era wrought with injustice, inequality upon a labour law framework which barely existed as the concept is understood today, the PSC played a leading role in the management of the public service. The influence of the Treasury, Governor-General and socio-political forces throughout the 1900’s negatively impacted the manner in which the PSC was effectively able to exercise its’ powers and functions. Subsequent thereto, the rise of staff associations and their concerted effort to be party to matters pertaining to the employment relationship, placed the PSC in a precarious situation which created the perception that the PSC was a “toothless organization”. Although the PSC has since transitioned significantly in that many of the functions it performed are now exercised by the Ministry of Public Service and Administration, today, this perception is still as real as it was in the 1970’s. The primary purpose of this treatise is to provide a historical background to present time, depicting the role undertaken by the PSC and whether the perception of being ineffective in the administration of the public service, remains. The researcher will provide a distinction of the nature of grievances dealt with by the PSC and other alternate dispute resolution bodies, with specific attention being drawn to the methodologies applied in the execution of its mandate relating to labour relations and personnel practices, and the overall bearing it this has on the effective administration of the public service. In the conclusion it is submitted that the powers and functions of the PSC may extend to directions, advice and recommendations (unenforceable), however in comparison to other dispute resolution bodies, these powers and functions are centred around the promotion of constitutionally enshrined values and principles. PSC prides itself in the fruits of its labour as it is able to make a far greater impact by investigating root causes of grievances and redressing systemic issues, emanating from yesteryear to date. It is therefore submitted that as a result of different methodologies applied in comparison to other dispute resolution bodies, the highly administrative processes embarked proves far more thorough and effective and as a result cannot be compared or perceived to be ineffective. Lastly, it is submitted that the co-operative rather than adversarial approach embarked upon by the PSC is befitting for a young democratic country where impact-driven bears far reaching results, extending over the public service administration at large. To this end, the researcher refutes the misconception that the PSC is a toothless, ineffective organization which no longer plays a meaningful role within the Public Service Administration.
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Liang, Liang. "The impact of innovation networks on service design." Thesis, University of Exeter, 2016. http://hdl.handle.net/10871/28036.
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Innovation networks are not only about connections, but also dynamics, structures and influences. This research focuses on these three new aspects of innovation networks. The results of this research show that innovation networks have regularities in their dynamics, structures and influences. In the conclusion, these regularities are presented in the network snapshots and regression modelling. This research makes contributions in improving the understanding about how service innovation is created.
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Githii, Michael Wainaina. "Information intensive service operations : links between service concept, customer inputs and service process design." Thesis, University of Birmingham, 2017. http://etheses.bham.ac.uk//id/eprint/7433/.
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The study looks at relationships between service \(concept\), customer \(inputs\) and \(service\) process design (CI&P constructs) in information intensive service (IIS) systems from a service process execution viewpoint. A review of service operations literature hints to several researchable gaps. First, although service design and development has been studied at process level, how the CI&P constructs relate and explain each other and implications therein to operations and operational management decisions is not clear. Extant literature provides unstructured and incomplete picture of these relationships. This study explores the combined influence of different customer inputs to design of service delivery process and service concept. Second, specific features linking service delivery process to the IIS product package and the role of customer inputs are empirically assessed. Considering the recentness of IIS phenomenon and nature of investigation, multiple-embedded case study research design is deemed appropriate for theory building and extension. The study develops six propositions linking different attributes of operations transformational process in design of services. Contributions are presented at three levels; (i) identification of process design features for IIS, (ii) establishment of links between elements of the transformation model for IIS, and (iii) highlighting of the role and implication of information intensity to understanding of service classification and management of service operations. To the practitioner, the study demystifies the fundamental problem of IIS delivery that bases its decisions on marketing considerations, giving little regard to operations management.
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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 categorizes changes in the SOVO into three layers of change; which include the value network layer, the collaborative process layer and the service providers’ layer, and identifies the impact of change on each layer. Furthermore, the structural framework identifies various triggers of changes which eventually lead to actions taken at the three layers.
The change management procedural framework is derived from the ITIL V3, ECM and ECOLEAD best practices and recommendations, customized to fit the SOVO change requirements. It provides different components including the six layers for change processes, change control, change actors and related management processes. The change management procedural framework provides a sequence of steps and methods that the SOVO and its participated organizations can follow in initiating changes to their business processes or services.
We design an implementation architecture and a prototype for building the change management console which enables the SOVO change management participants to initiate, assess, collaborate, monitor and authorize changes. The prototype is developed to realize and validate the change management process of change in the SOVO environment. We employ the various capabilities of the IBM Business Process Management (BPM) (including its recent Web 2.0 capabilities) to increase the collaboration between partners in the process of change. We demonstrate that the proposed solutions facilitate and enhance the process of change by effectively engaging the SOVO partners in the process of change.
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Akbiyik, Eren Kocak. "Service Oriented System Design Through Process Decomposition." Master's thesis, METU, 2008. http://etd.lib.metu.edu.tr/upload/12609884/index.pdf.
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Although service oriented architecture has reached a particular maturity level especially in the technological dimension, there is a lack of common and acceptable approach to design a software system through composition and integration of web services. In this thesis, a service oriented system design approach for Service Oriented Architecture based software development is introduced to fill this gap. This new methodology basically offers a procedural top-down decomposition of a given software system allowing several abstraction levels. At the higher levels of the decomposition, the system is divided into abstract nodes that correspond to process models in the decomposition tree. Any node is a process and keeps the sequence and the state information for the possible sub-processes in this decomposition tree. Nodes which are defined as process models may include some sub-nodes to present details for the intermediate levels of the model. Eventually at the leaf level, process models are decomposed into existing web services as the atomic units of system execution. All processes constructing the system decomposition tree are modeled with BPEL (Business Process Execution Language) to expose the algorithmic details of the design. This modeling technique is also supported with a graphical modeling language referred to as SOSEML (Service Oriented Software Engineering Modeling Language) that is also newly introduced in this thesis.
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Nguyen, Ngoc Chan. "Service recommendation for individual and process use." Phd thesis, Institut National des Télécommunications, 2012. http://tel.archives-ouvertes.fr/tel-00789726.
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Web services have been developed as an attractive paradigm for publishing, discovering and consuming services. They are loosely-coupled applications that can be run alone or be composed to create new value-added services. They can be consumed as individual services which provide a unique interface to receive inputs and return outputs; or they can be consumed as components to be integrated into business processes. We call the first consumption case individual use and the second case business process use. The requirement of specific tools to assist consumers in the two service consumption cases involves many researches in both academics and industry. On the one hand, many service portals and service crawlers have been developed as specific tools to assist users to search and invoke Web services for individual use. However, current approaches take mainly into account explicit knowledge presented by service descriptions. They make recommendations without considering data that reflect user interest and may require additional information from users. On the other hand, some business process mechanisms to search for similar business process models or to use reference models have been developed. These mechanisms are used to assist process analysts to facilitate business process design. However, they are labor-intense, error-prone, time-consuming, and may make business analyst confused. In our work, we aim at facilitating the service consumption for individual use and business process use using recommendation techniques. We target to recommend users services that are close to their interest and to recommend business analysts services that are relevant to an ongoing designed business process. To recommend services for individual use, we take into account the user's usage data which reflect the user's interest. We apply well-known collaborative filtering techniques which are developed for making recommendations. We propose five algorithms and develop a web-based application that allows users to use services. To recommend services for business process use, we take into account the relations between services in business processes. We target to recommend relevant services to selected positions in a business process. We define the neighborhood context of a service. We make recommendations based on the neighborhood context matching. Besides, we develop a query language to allow business analysts to formally express constraints to filter services. We also propose an approach to extract the service's neighborhood context from business process logs. Finally, we develop three applications to validate our approach. We perform experiments on the data collected by our applications and on two large public datasets. Experimental results show that our approach is feasible, accurate and has good performance in real use-cases
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Crockett, Cordelia Elizabeth 1978. "A process for improving transit service connectivity." Thesis, Massachusetts Institute of Technology, 2002. http://hdl.handle.net/1721.1/84337.
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Thesis (S.M. in Transportation)--Massachusetts Institute of Technology, Dept. of Civil and Environmental Engineering, 2002.Includes bibliographical references (p. 165-167).
by Cordelia Elizabeth Crockett.
S.M.in Transportation
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Magalhaes, Marcos N. "Queues with a Markov renewal service process." Diss., Virginia Polytechnic Institute and State University, 1988. http://hdl.handle.net/10919/53582.
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In the present work, we study a queue with a Markov renewal service process. The objective is to model systems where different customers request different services and there is a setup time required to adjust from one type of service to the next.
The arrival is a Poisson process independent of the service. After arrival, all the customers will be attended in order of arrival. Immediately before a service starts, the type of next customer is chosen using a finite, irreducible and aperiodic Markov chain P. There is only one server and the service time has a distribution function Fij, where i and j are the types of the previous and current customer in service, respectively. This model will be called M/MR/l.
Embedding at departure epochs, we characterize the queue length and the type of customer as a Markov renewal process. We study a special case where Fij, is exponential with parameter μij. We prove that the departure is a renewal process if and only if μij = μ , A i j ε E. Furthermore, we show that this renewal is a Poisson process. The type-departure process is extensively studied through the respective counting processes. The crosscovariance and the crosscorrelation are computed and numerical results are shown. Finally, we introduce several expressions to study the interdependence among the type·departure processes in the general case, i.e. the distribution function Fij, does not have any special form.Ph. D.
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Argouslidis, Paraskevas C. "The service elimination process : an empirical investigation into the British financial services sector." Thesis, University of Stirling, 2001. http://hdl.handle.net/1893/16787.
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The present study represents an in-depth empirical investigation into the service elimination process in the British financial services sector. It aims to make a contribution towards the concise development of the literature on service elimination and to provide empirically based recommendations, which can improve the way financial service elimination is practised. The theoretical part of the study focused first on a review of the characteristics of services in general and of financial services in particular and of the service range management activities of financial institutions. Second, the literature on product and service elimination was reviewed. The bulk of this material refers to conceptual propositions and empirical evidence on elimination from manufacturing settings, while conceptual and empirical material from service and financial service settings is alarmingly sparse. The presents tudy conceptualisedth e service elimination process as consisting of three broad stages, a) the pre-elimination stage, b) the actual service elimination decision-making process and c) the post-elimination stage. The study adopted a research approach based on the broad hypothesis that service elimination decisions are not made in a vacuum (as the limited literature on service and financial service elimination assumes explicitly or implicitly) but that they are influenced by contextual organisational and environmental characteristics of companies. Based on the above conceptualisations, the research objectives were to a) identify the content of the service elimination process (i. e., the decision variables involved in the various steps of the process) b) measure the relative importance/frequency of use of the above content and c) measure the influence of a set of contextual independent variables on the relative importance/frequency of use of the content of the service elimination process. To meet the above research objectives, a pluralistic research method was adopted. For the identification component of the research objectives qualitative research (in-depth interviews) was conducted, while for the measurement component quantitative research was conducted(mail survey). The findings indicated that service elimination decisions were the outcome of a multi-step process, which with very few exceptions (i. e., the way in which British financial institutions identified financial services as candidates for elimination) was found to be largely informal and unsophisticated. Moreover service elimination was rated as the least important service range management activity and was allocated the least amount of resources (temporal, monetary and human). The findings also suggested that the content of the service elimination process was both similar and different to elimination practice in manufacturing settings. Among the most obvious similarities was the paramount importance of sales and profitability considerations in making products and financial services candidates for elimination. Among the most striking differences was that while a product is fully eliminated, partial elimination was the predominant outcome of the service elimination process in the studied setting. With regards to the contextual influence, it was found that the relative importance/frequency of the decision variables involved in the service elimination process varied in relation to the type and the size of individual financial institutions, the pursued overall business strategy, and degree of market orientation, the degree of formalisation of the service elimination process, the number of services in the range (service diversity), the type of financial service which is considered for elimination, the method of its delivery process, the intensity of competition and of the legislative environment and the volatility of the technological environment. As such, the findings confirmed the hypothesised dynamism of the service elimination decisions and suggested that any attempt to describe the service elimination process in a golden rule way that fits all companies, all financial services and all environmental circumstances would be misleading.
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Majkgård, Anders. "Experiential knowledge in the internationalization process of service firms /." Uppsala, Sweden : Dept. of Business Studies, Uppsala University, 1998. http://lcweb.loc.gov/catdir/toc/98-131687.html.
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Lima, Andreia da Silva. "As racionalidades do processo de trabalho do Programa Interdisciplinar de Apoio às Escolas (PROINAPE) da Secretaria Municipal de Educação do Rio de Janeiro (SME/RJ)." Universidade do Estado do Rio de Janeiro, 2013. http://www.bdtd.uerj.br/tde_busca/arquivo.php?codArquivo=8435.
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As mudanças no sistema produtivo trazem a subsunção do setor serviços ao setor fabril. Os serviços na atualidade ganham centralidade na organização produtiva do capital. E, o processo de trabalho do setor serviços, nesse contexto, é atravessado por formas de administração pública a partir da lógica privada. Cada política social se constitui a partir de racionalidades que implicam na organização do processo de trabalho e na prestação dos serviços oferecidos a população. Para pensarmos o Serviço Social na Educação é imprescindível compreender como a política educacional brasileira se organiza em um contexto de capitalismo periférico. Estamos presenciando uma organização educacional a partir de programas e projetos que materializam as orientações de organismos internacionais com o objetivo do alcance de metas que coloquem o Brasil no mesmo patamar dos países centrais. Nesse estudo abordamos como esse quadro se materializa na realidade do município do Rio de Janeiro. A partir do Programa Interdisciplinar de Apoio às Escolas (Proinape) que foi criado em 2010 e tem como profissionais assistentes sociais, professores e psicólogos, que atuam nos diversos atravessamentos que se interpõem no processo ensino-aprendizagem. Acreditamos que esse trabalho é permeado por diversas racionalidades que perpassam a luta de classes. Desta forma, essa dissertação desvelará, a partir da teoria social crítica, as racionalidades presentes no processo de trabalho do Proinape da Secretaria Municipal de Educação do Rio de Janeiro (SME/RJ) demonstrando a quais lógicas esse programa vem servindo.The changes in the production system bring subsumption services sector to the manufacturing sector. Services today gained centrality in the organization of productive capital. And the process of working in the services sector, in this context, is traversed by forms of public administration from the private logic. Each social policy is from rationalities involving the organization of the work process and the provision of services offered to the population. To think of Social Work in Education is essential to understand how educational policy is organized in the context of peripheral capitalism. We are witnessing an educational organization from programs and projects that embody the guidelines of international organizations with the aim of achieving goals that put Brazil on the same level of developed countries. In this study we discuss how this framework is embodied in the reality of the city of Rio de Janeiro. From the Interdisciplinary Program of Support to Schools (Proinape) which was created in 2010 and has as professional social workers, teachers and psychologists working in different crossings that stand in the teaching-learning process. We believe this work is permeated by various rationales that underlie the class struggle. Thus, this dissertation will unveil, from critical social theory, rationales present in worker process Proinape the Municipal Education of Rio de Janeiro (EMS / RJ) demonstrating the logic which this program has been serving.
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Ngae, A. Njama Alain Patrick. "After Sales service : Complaint to Service Recovery Improvement." Thesis, Linnéuniversitetet, Ekonomihögskolan, ELNU, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-23031.
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Abstract Author : Alain Patrick Ngae a Njama Tutor : Peter Caesar Examiner : Pejvak Oghazi Title : After sales service: Complaint to Service Recovery Improvement Keywords : Service Recovery, Complaint handling, service failure, service process, Svetruck AB Background : It is real that everyday people purchase goods for their daily needs and satisfaction, but unfortunately it happen that some of those goods do not live up to the customer expectations. The reality when a failure occurred is something else because is the second chance giving to the service provider to show concern. Many research agreed that good recovery after a service failure can create a positive response from the customer side as example making them loyal and sharing their positive experience to others. Purpose: The purpose of this study is to look into how service recovery influence customer retention. Research question: How Does Company handles customer’s complaint in order to fulfill service recovery ? Method: Three respondents were selected within a heavy industry call Svetruck AB. Due to their position and number of year they have been working for this company. Many section of interview were organized in order to have a clear understanding of the inside out of the service handling process. Conclusion: Complaint handling appears to be very essential for each company willing to stay in the competitive word. Some will differ from the way they handle or treat their customer but the final issue for all companies will be to keep satisfies their customer for long-term relationship, also by reducing the cost of hunting new customers. Suggestion for further research : After the investigation of complaint handling from the service 3 provider side, we can think of other areas to investigate related to this topic. One of it will be to make an investigation on complaint handling from the customer point of view to find out how the customer perceived satisfaction after the service provider have handled their complaint. Another point may be to compare Svetruck complaint handling with the one of one of their mean competitor to see the point that differ them from the others. Further investigations can also be made on unsatisfied customers, those who have experience bad service recovery by then had chosen to switch to competitor.
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Palomino, Viviana Barriga, Sotelo Raffo, and Juan Luis Fernando. "Agile Logistics Management Model to Reduce Service Times and Improve Processes Using Lean Service Methodology in Companies in the Electrical Sector." Institute of Electrical and Electronics Engineers Inc, 2021. http://hdl.handle.net/10757/657333.
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El texto completo de este trabajo no está disponible en el Repositorio Académico UPC por restricciones de la casa editorial donde ha sido publicado.In recent years, according to Osinergmin, the production of electrical energy has increased up to 2.4%. This sector represents 1.5% of GDP and encompasses more than 6.6 million users, so its consumption continues at a growth rate for the country's development. This growth depends on the response time that companies today provide users; many of them operate their logistics management manually and traditionally, which leads to delays in service and dissatisfaction of both the external and internal clients. Likewise, companies in the sector, by working traditionally, do not use technology as a point of competitiveness within the market, since 60% of companies use software for their operations. To do this, an agile logistics management model is proposed that will consist of reducing purchase order attention time by 50% and improving internal processes and procedures under the Lean Service methodology. It will start by identifying the main problem and the expected objectives, then the Lean Service, Business Process Management and Agile Logistics tools will be executed, which will help to reestablish new processes and procedures.
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Kress, Markus. "Intelligent business process optimization for the service industry." Karlsruhe KIT Scientific Publ, 2009. http://d-nb.info/1002579678/04.
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Kim, Woongsup. "A service-oriented approach for collaborative process management." Diss., Connect to online resource - MSU authorized users, 2006.
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Thesis (Ph. D.)--Michigan State University. Dept. of Computer Science and Engineering, 2006.Title from PDF t.p. (viewed on June 19, 2009) Includes bibliographical references (p. 138-151). Also issued in print.
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Mohra, Majid. "Service delivery process in the retail banking industry." Thesis, University of Nottingham, 2001. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.288973.
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Tang, Audrey Poh Lin. "Love's labours redressed : reconstructing emotional labour as an interactive process within service work." Thesis, Brunel University, 2012. http://bura.brunel.ac.uk/handle/2438/7038.
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Emotional labour was conceptualised by Hochschild in 1983 as a form of oppression on the service worker devised by a capitalist society; where not only were workers’ physical actions managed, but their emotions as well. Research in the area developed this concept identifying the many occupational fields in which emotional labour exists, forming models of its effects, and examining ways in which workers try to resist the emotional strain. Taking a social constructionist approach, 44 service workers and 44 customers/emotional labour recipients were interviewed using the Critical Incident Technique to gain insight into their views of performing and receiving emotional labour, and what they believed enhanced or detracted from it. The results were divided into those discussing “professional” emotional labour jobs (eg. teaching) - where the emotional labourer needs to attain a professional status; and “occupational” (eg. sales assistants) – where the emotional labourer does not need a professional qualification. It was found that 1) there were differences between the expectations, motivations and coping mechanisms displayed by professional and occupational emotional labourers; as well as in the expectations of the customer/recipient within a professional service and an occupational one; 2) that many recipients do not necessarily want to be treated as “sovereign” (ie. “king”) and judge an emotional labour interaction more positively when their individual needs are acknowledged; 3) while display rules and targets were still a notable constraint on the labourer, nevertheless “occupational” emotional labourers (sometimes in collusion with their managers) found ways of resisting further strain from recipients through over-politeness, ironically in accordance with display rules which exposed recipient rudeness; 4) professional emotional labourers, however, found the display rules and targets a hindrance. This managerial misunderstanding or poor appreciation of “professional” emotional labour caused resentment among them; 5) unique and spontaneous kindness was evident in many emotional labour interactions with managers, colleagues and most commonly recipients. Moreover, this was acknowledged by giver and receiver as the most satisfying and memorable part of emotional labour – and something unique to emotional labour itself. The recommendations of this thesis are therefore: i) that emotional labour should be differentiated within services in order for more focussed findings and recommendations to be generated and applied ii) that emotional labour be analysed as interactive process where emotional labourer, recipient and their organisational management contribute to a high level of enjoyment within the job. That is, it is not necessary to view emotional labour as the oppressive and intrusive management of personality by a capitalist organisation iii) recognition be given to the importance of kindness within the emotional labour interaction, as it can be both a source of pleasure, and also pain, for the compassionate labourer. This has important implications for the selection, training and providing emotional support for workers.
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de, Wattignar Sarah. "Psychosis, service satisfaction and the process of supported recovery." Thesis, University of Auckland, 2012. http://hdl.handle.net/2292/19212.
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The current study aimed to determine the degree to which service users were satisfied with an early intervention service for psychosis and to explore their process of recovery. The research was based on the epistemology of pragmatism and utilised mixed methodology. The quantitative data were collected using verbal response scales and analysed with non-parametric statistics. The qualitative data were collected using narrative style interviewing and analysed with thematic analysis. Twenty past and present clients of an urban early intervention psychosis service were interviewed. The quantitative results demonstrated that the therapeutic relationship, feeling respected by the service and a longer duration of care were significantly associated with greater levels of general overall service satisfaction. Data were interpreted to produce clinically relevant inferences for the service being evaluated. The quantitative and qualitative data were integrated and interpreted to form three overarching themes related to Psychosis, Service Satisfaction and The Process of Supported Recovery. The early intervention service evaluated provided a service that the majority of participants were very satisfied with. The personality of the specific clinicians involved and their drive to provide a client-focused service appeared to be one of their most recognised strengths. The finding that a longer duration of care was significantly associated with greater levels of satisfaction, suggested that clients need time to find personal meaning from their experiences. It is suggested that this contributes to an integrated sense of self that positively influences recovery. The holistic nature of the service meant it was able to effectively meet the diverse needs of clients through individualised, social and community care.
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Fohring, Stephanie Jane. "Process of victimisation : investigating risk, reporting and service use." Thesis, University of Edinburgh, 2012. http://hdl.handle.net/1842/6436.
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Much current research on victimisation focuses primarily on demographic risk factors associated with those who have experienced crime and how these factors affect the likelihood of a person breaching the so called ‘first hurdle’. That is, the probability of moving from a state of non-victim to one of victim. In contrast, this thesis will argue that in order to achieve a more comprehensive understanding of victimisation, it is not only desirable but necessary to move beyond the study of the causes of criminal victimisation and examine the consequences for victims as well as the criminal justice system as a whole. Thus, it seeks to explain the experience of victimisation not just as an isolated incident, but as a process consisting of a number of steps or stages of progression through the criminal justice system, each one building on the last. As such, in addition to considering risk factors, this thesis also examines the decision to report a crime to the police, the use of victim services, as well as the perceived satisfaction with services received. In so doing it explores not only the causes and consequences of crime, but the longer term impact of criminal victimisation. The results presented here are based on the secondary analysis of data from the 2008/9 Scottish Crime and Justice Survey complimented by a data set acquired through in-depth interviews with victims of crime from the Edinburgh Local Authority. Interview data is used to provide a greater depth of meaning to the patterns which emerged from the survey data; lending insight into the psychological processes driving victim decision making and behaviour. This thesis thus provides an example of how a combination of techniques including multi-level modelling and interview analysis, provide a clearer understanding of how victims experience crime. Findings suggest that factors associated with each step of the process are related and may represent a more general underlying pattern of victimisation. It is also argued that by employing multi-level analysis, the thesis provides a more accurate explanation of how respondent’s experiences may differ according to the context in which they live. Finally, the analysis highlights the ongoing importance of emotion in victim decision making and the severity of long term impact. The analysis presented offers new insights into how we understand victimisation as an ongoing experience, as well as demonstrating the necessity of the analytic techniques employed. It is however somewhat confined by the coverage of survey questions and the limited generalizability of the data collected in interviews due to the small sample size. These concerns will be discussed, along with recommendations for victim policy and future research.
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Cuesta, C. de la. "Marketing the service : basic social process in health visiting." Thesis, University of Liverpool, 1992. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.316547.
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The present study was undertaken to provide an understanding of the processes underlying health visiting practice. The research strategy selected was grounded theory (Glaser and Strauss 1967, Strauss 1987, Strauss and Corbin 1990). A total of 21 female health visitors from a District Health Authority in the North West of England participated in the study. Data was collected by means of 20 formal interviews and 41 days of participant observation in four different health centres. To recognize the basic social process in any interaction is one of the major aspects of grounded theory. This requires the identification of the "Phenomenon" which motivates the development of a process and the conditions under which it operates. The basic problem or phenomenon in health visiting uncovered in the data was "Securing Life Trajectories". This forms the core of the health visitor's work. The general set of conditions that influence health visiting work was identified as "Working Between Two Worlds". This is used to describe the health visitor's position between the policy agenda and the client's agenda. The process revealed in the data that health visitors use to respond to this overall problem was "Marketing Health Visiting". This refers to the different tactics that they use to introduce the policy agenda into the client's domain. During this process the policy agenda is adjusted to fit the client's circumstances. Three major strategies are identified in this process: 1) Promoting the service, 2) Adjusting delivery and 3) Tailoring the content. This study found that "Marketing Health Visiting" is a gradual process in which the health visitor wins grounds as time passes. As marketing strategies are implemented the conditions influencing the interaction change. Hence it moves from taking place in what is labelled in this study as "Dissociated Context", to a "Convergent Context" and finally to a "Shared Context". The final consequence of implementing marketing strategies is that of constructing "A Common Agenda" with clients. This agenda is basically the personalisation and contextualization of health visiting services. To build this common agenda it is of crucial importance that the client should see and feel the need for the health visiting service as well as the development of trust between the professional and the client. Hence the relationship that is developed between them acts as an enabling factor for reaching mutual collaboration. The discussion of the study focuses on its significance within the actual debate on health visiting about introducing new ways of practice. The health visitor's overall role is examined and the importance of developing relationships with clients is also highlighted.
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Moore, Angela Mary 1975. "A process for improving transit service management during disruptions." Thesis, Massachusetts Institute of Technology, 2003. http://hdl.handle.net/1721.1/39087.
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Thesis (S.M.)--Massachusetts Institute of Technology, Dept. of Civil and Environmental Engineering, 2003.Includes bibliographical references (p. 177-179).
This thesis develops a three-part framework and process for managing disrupted transit service. It formalizes the approach to disruption response. disruption response support methods prior to disruption occurrence, and evaluation of policy areas affecting disruption management. The processes are designed to improve the transit provider's ability to avoid and respond to service disruptions, thus improving passengers' experiences. The framework and process can be applied to any transit service disruption case on high or low frequency bus and rail service. Pre-planning and policy changes were identified as the primary means of improving disruption response. Hold-ins, scheduled bus route blockages, and rail blockages should be entirely pre-planned, while unpredictable disruptions, such as standing vehicles and unplanned bus route blockages, should have response guidelines developed by route segment, direction, and time of day. Additionally, agencies cannot effectively respond to disruptions on low frequency service, so it must be protected and scheduled service replaced as soon as possible. To limit passenger impacts during disruptions. service managers must be able to respond quickly by knowing as much information as possible about the route in advance and having a limited set of promising responses from which to select a response. In addition to having prepared service managers. agencies can assign reliable vehicles to essential runs, develop higher predetermined headway and operations plan to accommodate common disruptions on high frequency routes, and develop a list of candidate runs to borrow during disruptions, which could be supplementary runs in a base schedule where the remaining service provides enough capacity. The processes were applied to the Chicago Transit Authority (CTA) Route 77 Belmont. While there are several disruption response options available under ideal conditions for a standing bus disruption. CTA practice and operational constraints make most responses infeasible, leading them to either add service or do nothing during the initially disrupted trip. Assuming service managers can intercept and instruct operators in time. the ideal responses are available for the remainder of the disrupted trips. The primary agency practices and system elements constraining CTA bus disruption response are the communications system. vehicle availability, and operator and service management training.
by Angela Mary Moore.
S.M.
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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 these processes as well as by the specificity and diversity of the actors involved in these processes. Little effort has been dedicated to evaluating the capabilities and limitations of modeling languages based on healthcare requirements. This thesis presents a set of healthcare requirements and proposes an evaluation framework for process modeling languages based on these requirements. The suitability of three major process-based service composition languages, namely BPEL, BPMN and WS-CDL, is evaluated.
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Malmgren, Anna-Maria, and Giselle Sucre. "The Role of Trust in the Process of Building a Service Brand." Thesis, Linköping University, Department of Management and Economics, 2004. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-2166.
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Background: In the existing branding literature there is no distinction made between theories for building product- and services brands although services have very different characteristics compared to products. The services characteristics imply that the customer has a high need of reassurance that the right brand choice is being made, which ought to bring forth the role of trust in the relationship between the customer and the service brand.
Purpose: The purpose is to analyze the process of building a service brand and the role of trust in this process.
Delimitations: The study will include the financial service sector since the complexity of services is brought to its head in this case. Realization: In total, 13 interviews were conducted with company representatives at SEB and Östgöta Brandstodsbolag, a Brand Consultant and customers of financial service companies.
Results: We suggest that when it comes to the process of building a service brand, the emphasis of the elementsdiffer somewhat compared to the building of product brands, where the emphasis is put on brand identity and in particular trust. When it comes to trust, a positive reputation could initially serve to signal trust but it is the actual encounter with the staff that determines the trustworthiness of the service brand.
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Motahari, Nezhad Hamid Reza Computer Science & Engineering Faculty of Engineering UNSW. "Discovery and adaptation of process views." Publisher:University of New South Wales. Computer Science & Engineering, 2008. http://handle.unsw.edu.au/1959.4/41026.
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Business process analysis and integration are key endeavours for today's enterprises. Recently, Web services have been widely adopted for the implementation and integration of business processes within and across enterprises. In this dissertation, we investigate the problem of enabling the analysis of service interactions, in today's enterprises, in the context of business process executions, and that of service integration. Our study shows that only fraction of interactions in the enterprise are supported by process-aware systems. However, enabling above-mentioned analyses requires: (i) a model of the underlying business process to be used as a reference for the analysis, and (ii) the ability to correlate events generated during service interactions into process instances. We refer to a process model and the corresponding process instances as a "process view". We propose the concept of process space to refer to all process related information sources in the enterprise, over which various process views are defined. We propose the design and development of a system called "process space discovery system" (PSDS) for discovering process views in a process space. We introduce novel approaches for the correlation of events into process instances, focusing on the public processes of Web services (business protocols), and also for the discovery of the business protocol models from the process instances of a process view. Analysis of service integration approaches shows that while standardisation in Web services simplifies the integration in the communication level, at the higher levels of abstractions (e.g., services interfaces and protocol models) services are still open to heterogeneities. We characterise the mismatches between service interfaces and protocol specifications and introduce "mismatch patterns" to represent them. A mismatch pattern also includes an adapter template that aims at the resolution of the captured mismatch. We also propose semi-automated approaches for identifying the mismatches between interface and protocol specifications of two services. The proposed approaches have been implemented in prototype tools, and experimentally validated on synthetic and real-world datasets. The discovered process views, using PSDS, can be used to perform various analyses in an enterprise, and the proposed adaptation approach facilitates the adoption of Web services in business process integration.
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Ponsignon, Frédéric. "Process design in an information-intensive service delivery system : an empirical study." Thesis, University of Exeter, 2010. http://hdl.handle.net/10036/104654.
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The objective of this thesis is to explore the design of operational processes in information-intensive service delivery systems. Empirical data is presented which builds upon existing literature within the Business Process Management (BPM) and Service Operations Management (SOM) disciplines. Adopting a theory building mode, the thesis concludes with the formulation of several research propositions which specify the design characteristics of the processes that provide the service concept to the customer. The research addresses a number of gaps in the literature. First, there is little empirical evidence concerning the relationship between the service concept, customer inputs, and process design. Second, service classification schemes promote homogeneous thinking in the design of service systems delivering diverse service concepts. Third, the BPM literature provides generic process design principles which offer limited theoretical insights into the design requirements of operational processes. Finally, there is a need for process design research in information-intensive service organisations. A research framework that integrates theoretical models addressing service process design is investigated using a single case study approach. Fieldwork was carried out over a sixteen-month period in a large electricity supplier in the UK. In contrast to the macro-orientation found within the literature, this study employs a more granular level of analysis to address the unique requirements of ‘service concept – processes’ pairs. This approach results in a number of important findings which, in several instances, are in contradiction to current thinking. First, the results empirically validate the theoretical relationship between service concept, customer inputs, and process design. Different service concepts lead to different process designs, and the more customised the service concept, the more the process is uniquely designed. Significant differences in the design of the individual processes that collectively provide the service concept to the customer are highlighted. The results also provide some new insights into the design of front office – back office activities as well as into the design characteristics of processes characterised by low customer contact. In addition, the study refutes the view that generic process design principles are universally applicable irrespective of the context in which the processes operate. Finally, the research findings show that a process-based view of service systems allows for heterogeneity; that is differences in the design of service delivery processes within the same organisation.
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Schoen, Andre. "Service Delivery Management: A Process for Proactively Ensuring Customer Satisfaction." University of Sydney. Australian Graduate School of Management, 2003. http://hdl.handle.net/2123/580.
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SDM is a process model, based on service marketing components, to position a service while concurrently being a service delivery management tool improving serviceen counter processes. Added to a service script, SDM can increase customer satisfaction, quality perception, voice levels and repurchase intentions in a general service encounter scenario as well as during episodes which include a failure. Addressing mishaps requires particular attention, since Consumer Complaint Behaviour research shows that most customers prefer to switch suppliers, rather than offer constructive feedback. This means that many service failures go unnoticed, with a large proportion of customers defecting. Since most services are performed in real time by service personnel, consistent quality output is a challenge. Therefore, occasional service failures are inevitable. Present research recognises this by offering suggestions, but does not present an integrated framework like SDM, using the presence of a customer during a service encounter as an unique opportunity to resolve issues on the spot. An elicitation process is used as a first step, attempting to improve voice and minimising lost feedback. Step two is a specific service recovery process, adapted to the failure type. SDM processes can also lead to a general increase of satisfaction and quality perception, regardless of whether or not there was a service failure. With satisfaction generally being regarded as an actual repurchase behaviour indicator, this may lead to increased sales turnover, while a higher quality perception may lead to a larger price premium tolerance and therefore higher profits. Higher service quality perceptions can also be used as a marketing positioning tool to differentiate a service from competitors. Data collected supported all hypotheses put forward in this thesis, showing statistically significant improvements on all key variables, including a satisfaction rating increase of 24percent when SDM was applied. In academic terms, the process model tested did not only link separate literature streams, but offered an integrated, proactive tool which is capable of operating in real time. Traditionally, academic models and their processes analyse results after an episode concludes, while SDM allows a provider to positively influence or manage satisfaction levels during the service delivery.
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Tronvoll, Bård. "Customer Complaint Behaviour in Service." Doctoral thesis, Karlstad University, Service Research Center, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-1625.
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It is vital for every service provider to get feedback from its customers.
This is especially important when a customer has perceived an unfavourable service experience. One way to receive feedback from these customers is to encourage and make it easy for them to complain.
Scholarly knowledge about complaint behaviour gives the service provider valuable insight about service problems and how to improve e.g. service offerings, service processes and interactions, to increase customer satisfaction, loyalty and profit. For that reason it is argued that customers who have an unfavourable service experience should be encouraged to complain, because if not, the provider risks losing the customer and thus future revenue.
Previous research within complaint behaviour has mainly focused on the static description of motivation, antecedents, or the outcome response of complaint behaviour. The research has mainly explored different features linked to the market, the provider, the service and/or individual customer’s issues. To learn more about the customer’s complaint behaviour there is a need to take a dynamic and processual approach. This may help providers to serve customers more correctly and prevent unfavourable service experiences.
The main aim of this dissertation is to enhance the knowledge of the dynamic behavioural processes in customer complaint behaviour. The dissertation will contribute to conceptualise different aspects of customer complaint behaviour. In addition, the dissertation will give an empirical grounded understanding of contextual and emotional aspects that may help to recognize the complexity of the complaint behaviour process.
The contribution is a portrayal of different models describing the dynamic process of complaint behaviour including a new customer complaint behaviour model. Customer complaint behaviour is viewed as action and reaction - as a dynamic adjustment process that occurs during and/or after the service interaction, rather as a post-purchase activity. In order to capture these adjustments, a new conceptual complaint model is suggested which holds three thresholds for complaint behaviour and emphasis three different behavioural categories in the complaint process. Further, the dissertation gives an explanation of contextual and emotional issues that influence the complaint behaviour. The dissertation also includes an epistemological framework to anchor the paradigmatic belongings of service research as a basis for the design of studies in the area of customer complaint behaviour.
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Nahom, Deborah. "The process of change in helping relationships /." Thesis, Connect to this title online; UW restricted, 2003. http://hdl.handle.net/1773/11167.
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Dong, Ming. "Capability Development of Chinese Service Firms : The Case of IT and Business Process Outsourcing Service Providers." Thesis, University of Brighton, 2010. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.523433.
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Cherubim, Claudio Luiz. "Business To Business (B2B) service processes: an approach to customer complaint process evaluation towards service excellence." reponame:Repositório Institucional do FGV, 2007. http://hdl.handle.net/10438/5735.
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Previous issue date: 2007-12-05T00:00:00ZTrabalho de Dissertação que identifica as decisões estratégicas relacionadas com a estrutura de gestão de serviços, no contexto de tratamento de reclamações. Os temas de recuperação de serviços e gestão de reclamações são discutidos e são listadas as melhores práticas com o objetivo de prover qualidade de serviço excelente. Este trabalho apresenta uma revisão da literatura sobre gestão de serviços e sua estratégia, e sobre valor aos clientes e sua satisfação. Qualidade de Serviço, Recuperação de Serviço e Gestão de Reclamações são revistos, também para contextualizar o processo de tratamento de reclamações de uma empresa do ramo industrial em ambiente de negócios entre empresas (business to business), cujos dados foram utilizados para construção do modelo de simulação de um processo de tratamento de reclamações. Os resultados desta simulação, junto com o suporte de um questionário sobre tratamento de reclamações, proveram pontos de reflexão e recomendações sobre desenho da estrutura de serviços e de seu desempenho, voltados para a satisfação dos clientes.
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Biekša, Darius. "Assessment of building service systems process integration applying exergy critrerion." Doctoral thesis, Lithuanian Academic Libraries Network (LABT), 2008. http://vddb.library.lt/obj/LT-eLABa-0001:E.02~2008~D_20080605_143445-30225.
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A significant part of world energy consumption balance, approx. 40 %, is utilized in buildings. Maintenance of comfortable conditions and improvement in the living, working or recreational environment is a desire for every human. Therefore it is no surprise that there has been a sudden increase in scientific research in the field of building’ energy efficiency.
Despite the relevance of the problem there is no sustaining methodology for evaluating building’ energy efficiency by applying sustainable energy development approach. The majority of the researchers don’t assess different potential of the analyzed energy flows nor systems operational regimes.
The aim of the work is to evaluate the possibilities for applying exergetical process and system integration method in the design, operation and normalization of the office building service systems: to prepare design solutions that increase buildings’ service systems’ thermodynamical efficiency and covers individual processes and elements’ chain systems.
The thesis is divided into the introduction and three main chapters, conclusions, a list of literature and a list of publications.
In this work the building service systems’ analysis incorporates three interconnected methods: system analysis, life cycle and thermodynamical analysis. Application of system analyses enables an estimation of service system’s elements (subsystems) and their interconnections. Life cycle analysis allows estimation of total exergy demand through the... [to full text]Ženklią dalį pasauliniame galutinės energijos vartojimo balanse, apie 40 %, užima energijos dalis, suvartojama pastatuose. Komfortinių sąlygų palaikymas ir gerinimas gyvenamojoje, darbo ar poilsio aplinkoje yra natūralus kiekvieno žmogaus poreikis. Pastaruoju metu stebimas ryškus mokslinių tyrimų suaktyvėjimas didininat energijos vartojimo pastatuose efektyvumą. Nepaisant aktualios problematikos, nuoseklios, darnia energetikos plėtra grindžiamos pastatų energetinio efektyvumo vertinimo metodikos iki šiol nėra. Daugelio tyrėjų naudojami metodai neįvertina skirtingų analizuojamų energijos srautų kokybinių potencialų, nekreipiamas dėmesys į skirtingus sistemų veikimo režimus jų eksploatavimo metu. Darbo tikslas – įvertinti galimybes taikyti procesų ir sistemų integracijos metodą viešųjų pastatų mikroklimato sistemų projektavime, naudojime bei normavime, sukuriant individualius procesus ir visą įrenginių sistemą aprėpiantį priemonių kompleksą, kurio dėka būtų padidintas energijos vartojimo pastate termodinaminis naudingumas. Disertaciją sudaro įvadas, 3 skyriai, pagrindinės išvados, naudotos literatūros sąrašas. Disertaciniame darbe pastato inžinerinių sistemų tyrimui panaudoti trys metodai: sisteminė analizė, gyvavimo ciklo analizė ir termodinaminė (ekserginė) analizė. Sisteminės analizės naudojimas leidžia apibrėžti pastato inžinerinių sistemų elementus bei jų tarpusavio ryšius. Pasitelkus gyvavimo ciklo analizę nustatomi eksergijos poreikiai per visą sistemos gyvavimo... [toliau žr. visą tekstą]
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Sobel, Hailey. "Pre-service education teachers' understanding of the transition planning process." Thesis, McGill University, 2011. http://digitool.Library.McGill.CA:80/R/?func=dbin-jump-full&object_id=97199.
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For individuals with disabilities the transition from school to adopting adult roles within the community often presents numerous challenges. In a sample of pre-service education teachers, perceptions of school to community transitions of students with disabilities were investigated. Pre-service education teachers completed a three-page questionnaire in order to gather information about their knowledge of the transition planning process. The questionnaire consisted of fifteen questions plus four demographic questions, through which pre-service teachers' prior knowledge on transitions and of the transition planning process was assessed. The results highlighted the lack of knowledge and inconsistent perceptions that pre-service education teachers possess regarding the transition planning process. Pre-service teachers were not provided with training in transition planning, and as a consequence were not sufficiently informed about their roles and responsibilities in the process. These findings highlight the need for a definitive legislative definition and framework to inform pre-service training.Pour les personnes handicapées, la transition de l'école à la vie active dans la communauté présente souvent de nombreux défis. Grâce à un échantillon d'enseignants en formation, on voulait étudier la manière dont ces transitions sont perçues. On a demandé à un groupe d'enseignants en formation de remplir un questionnaire de trois pages pour apprendre ce qu'ils savaient au sujet de la préparation d'un plan de transition. Le questionnaire, constitué de quinze questions ainsi que de quatre questions démographiques, cherchait à déterminer ce que les enseignants savaient déjà au sujet des transitions et de la préparation de plans de transitions. Les résultats ont souligné le manque de connaissance et les impressions variées que détiennent les enseignants en formation concernant les plans de planification. Les enseignants en formation n'avaient pas appris comment préparer les plans de transition, et par conséquent, ils n'étaient pas suffisamment renseignés sur leurs rôles et leurs responsabilités. Ces conclusions soulignent la nécessité de formuler une loi et des directives claires pour améliorer la formation de futurs enseignants.
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Swift, Naomi. "The diagnostic process in bipolar disorder : a service user perspective." Thesis, Cardiff University, 2012. http://orca.cf.ac.uk/37238/.
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Bipolar disorder is a severe and enduring mental health condition. Although early identification is associated with better outcomes, research has shown that many people wait over a decade after first experiencing affective symptoms before a correct diagnosis is made. A misdiagnosis of unipolar depression often leads to the inappropriate prescription of potentially mood-destabilising antidepressant medications. The aim of this study was to consider service user and carer experiences and their often overlooked views on diagnostic issues. Participants were recruited via the charity Bipolar UK. Initially a focus group discussed the diagnostic process and relevant issues, then the transcript was analysed thematically and used to develop a detailed survey questionnaire. The survey was piloted before being launched online and completed by 262 service users and 65 carers. Survey respondents reported an average delay of over eleven years between first seeking help for bipolar symptoms and being correctly diagnosed. Almost 70% reported a previous misdiagnosis of depression, and over half had experienced mania/hypomania whilst taking antidepressant medication. Nearly a third consulted a doctor over 20 times with bipolar symptoms before receiving help for bipolar disorder. Participants considered that improvements are needed in primary care mental health assessment and that GPs need more training. Many reported that their condition had led them to be discriminated against and agreed that society’s lack of understanding was a major problem. Carers indicated similar opinions and emphasised the potential benefits of including carers in the assessment process. This study suggests that the identification of bipolar disorder is often poor and that assessment of the condition in primary care needs to be improved. Service users offered suggestions for improvements, including recognition of early indicators, appropriate assessment questions and better training which could be adopted by service providers. Limitations of the study and implications for future research were discussed.
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Selviaridis, Kostas. "The process of service definition in third party logistics relationships." Thesis, Lancaster University, 2008. http://eprints.lancs.ac.uk/70854/.
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Hill, Helene. "Knowledge dynamics during technological process innovation in a service domain." Thesis, Birmingham City University, 2004. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.397188.
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Prenzel, Oliver. "Process model for the development of semi-autonomous service robots." Aachen Shaker, 2009. http://d-nb.info/996919937/04.
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Schoen, Andre. "Service delivery management a process for proactively ensuring customer satisfaction /." Connect to full text, 2002. http://hdl.handle.net/2123/580.
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Thesis (Ph. D.)--University of Sydney, 2002.Title from title screen (viewed Apr. 24, 2008). Submitted in fulfilment of the requirements for the degree of Doctor of Philosophy to the Australian Graduate School of Management. Includes bibliography. Also available in print form.
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Kallio, R. (Riku). "Development process and evaluation of a customer service chat application." Master's thesis, University of Oulu, 2015. http://jultika.oulu.fi/Record/nbnfioulu-201512042247.
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Abstract. This thesis presents a customer service chat application: Livezhat mobile application. Its purpose is to allow customer service representatives chat with website visitors in real time, independent of the location. We examine the functional requirements of such an application. The requirements are: interactivity, enhancing customer relationships and satisfaction, good quality and fulfilling a need.
The application is communicating with two servers to provide notifications and enable information exchange. It was found to enhance customer relationships with its quality and interactivity. According to survey evaluation, the application was easy to use and appealing. Out of two customers who used the application during a test period, one used the application rather much. Other feedback from the evaluation provided us a chance to improve the application in the future.
The thesis’ contributions are: the design, implementation and evaluation of a novel customer service chat application used in mobile devices.Asiakaspalvelun chat-sovelluksen kehitys ja arviointi. Tiivistelmä. Tämä diplomityö esittelee asiakaspalvelun chat-sovelluksen: Livezhat mobiilisovellus (Livezhat mobile application). Sen tarkoitus on antaa asiakaspalveluhenkilökunnalle mahdollisuus keskustella (chattailla) verkkosivuvierailijoiden kanssa reaaliajassa, sijainnista riippumatta. Työssä tutkimme tällaisen sovelluksen toiminnallisia vaatimuksia. Vaatimukset ovat: interaktiivisuus, asiakassuhteiden ja asiakastyytyväisyyden parantaminen, hyvä laatu ja tarpeen täyttäminen.
Sovellus kommunikoi kahden serverin kanssa, jotka mahdollistavat ilmoituksien (notifications) kulkemisen ja tiedonsiirron. Se parantaa tutkimuksen mukaan asiakassuhteita laatunsa ja interaktiivisuutensa vuoksi. Arviointikyselyn mukaan sovellusta oli helppo käyttää ja se näyttää hyvältä. Testiperiodin aikana kaksi asiakasta käytti sovellusta, ja heistä toinen käytti sitä paljon. Arviointikyselystä saatu muu palaute antoi meille mahdollisuuden parantaa sovellusta tulevaisuudessa.
Diplomityön työpanostus on: uuden mobiililaitteissa käytettävän asiakaspalvelun chat-sovelluksen suunnittelu, toteutus ja arviointi.
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Chiu, I.-Hsuan, and 邱羿瑄. "Integration of Service Blueprint, VSM and FMEA for Service Process ─Case Study in Health Examination Process." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/2bvp5k.
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碩士中原大學
工業與系統工程研究所
98
This research proposes an integration of service blueprint, value stream mapping and FMEA to enhance the effectiveness and efficiency of service improvement. The integration tool is named “Integration Service Stream Value Risk Analysis; IS2VRA” IS2VRA is a visualized and systematic tool, according process improvement logic IS2VRA have fourteen steps. This study describes step by step IS2VRA and case study in Health examination. After the application, health examination process total time has been reduced 7 minutes and customer satisfaction has been promoted 52%. It has successfully proved that IS2VRA is feasibility and effectiveness.
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Wu, Yu-Chen, and 吳宥蓁. "Research of Process Structure and Process Recovery in Service Failures: Qualitative Study in Retailing Service Industry." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/5wch85.
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碩士大葉大學
人力資源暨公共關係學系碩士在職專班
94
Except many constructive elemental benefits of the enterprise itself, the services provided by the enterprise is becoming the most important factor for the success of the enterprise in the future. How to reduce the deficiency of service to customer and how to compensate and rectify such deficiency or failure is also becoming the most important lesson of the people who are going to participate the service affairs. From the evaluation method of service presented by Bitner(1990),the Critical Incidents Technique(CIT) is still the main method of the scholar studies. The multiplicity of the society is changing with time ,and it also affect the thoughts of the people that make the service mode more complicated and change very quickly especially in the field of retail business. Study about deficiency or failure of service cannot only make focus on the side of service provider, the correlation of the provider aspect and the customer portion is getting more important .The Critical Incidents Technique(CIT) can explain the “cause and effect relation” systematically, but it just explain the result at all. It cannot present the interactive process of the customer side and the service part. It also cannot review the real facts happened. My research is based on the methods of Critical Incidents Technique Bitner(1994) and Subjective Sequential Incidents Technique Chin-Hsu Chang(2006) to focus on the quality study and explorative study. There are five types of differentiation related to the cause of deficiency of the service in my study( as following ). 1. The press production type during sale promotion. 2. The controversy type. 3. The misunderstanding type caused by division of labour. 4. The accidental type caused by ill monitoring. 5. The type which is against the service ethics. Key Words : Service encounters, Service failures, Service recovery, Critical Incidents Technique
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Chang, Hsueh-yi, and 張學義. "Service-Oriented Process Performance Dashboard System." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/16041489372876536255.
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碩士國立中央大學
資訊工程研究所
95
Process improvement is an important issue in software engineering, but we must know process performance first before improving a process. This thesis named Service-Oriented Process Performance Dashboard System (PPDS) provides a suite of methods for measuring the process performance and providing some indicators that are used to represent measurement results. These indicators may be derived from different measurable concepts. We use the dashboard system to represent these indicators to let decision makers observe results intuitively and provide opportunity for process improvement. Moreover, the design and implementation of the dashboard system is based on Service-Oriented Architecture (SOA) that can achieve more flexible and extensible usage.
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HUNG, CHUNG-CHIH, and 洪忠志. "Supporting Service Innovation through Process Improving." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/ccbmd9.
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碩士國立高雄應用科技大學
資訊管理系碩士在職專班
106
The aim of this study is to propose a four-stage development model of service innovation, including requirement analysis, service innovation information system design, program development and benefit evaluation, by the way of process improvement and information technology support. Service innovation for the home ticketing service of the case company. The results show that the process Improvement Support Service innovation can improve the overall 33% benefit of the ticketing process, and can reduce the working time of 6 hours in the subsequent vehicle and seating arrangements.
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LU, YEN-TING, and 盧姸廷. "Realize intelligent aquaculture process service from the perspective of service design." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/hbrzpk.
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碩士國立高雄科技大學
資訊管理系
107
ABSTRACT This study focused on the service design process and the concept of service and people, and explored four kinds of service design methods：Double Diamond Model, Design Thinking, Stage-Gate Model and Participatory Design, and explored four kinds of business models and analyze the key factors of their business model and to distinguish service processes from internal and external environments of service providers. Finally, it was developed into a business model that can meet the needs of current multi-variable product production, inter-industry competition, and production process changes. The research also developed business model innovation with a four-stage service design process to conform to the changes in the current environment. According to the "The State of World Fisheries and Aquaculture (SOFIA)” released by the Food and Agriculture Organization of the United Nations (FAO) in 2018, there will be a huge challenge of population exceeding 9 billion in the middle of the 21st century, the aquatic resources of the human animal protein intake increases, demand for food will follow to rise sharply as well. Not only to feed the population and to provide a livelihood, the impact of climate change and environmental degradation on basic resources should also be addressed. Therefore, aquaculture quality is increasingly valued by the demanders, and the requirements for production and quality are also increased in response to the human demand for aquatic resources, manpower shortage and the real-time monitoring of fish farms. At the same time, traditional aquaculture farmers in Taiwan were used to verify the model proposed in this study, and hope can use the service design business model to improve aquaculture process ,let the traditional aquaculture system process was developed into the intelligent aquaculture system process, to solve the problem of human beings and the ageing of the population.
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Shih, You-Wei, and 施又維. "REST-Based Service Mashup Process and Framework." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/27037135546996398452.
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YEH, CHIEN-KUAN, and 葉建寬. "A Service Model for Multimedia Production Process." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/67720144473720384044.
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Mei-ChinChen and 陳玫瑾. "Service Design of Documentation Process for Universities." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/v5389e.
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碩士國立成功大學
工業設計學系碩士在職專班
102
In this study, the UK Design Council proposed ‘Double Diamond’ design process model for the steps-exploration, definition, development and implementation for its steps. Through interviews, content analysis and survey research to identify the reasons for the performance differences and to identify gaps and propose five new service design process, through expert interviews and amend and supplement the conclusions of this study were the following: 1. Through this study analyzed by the two national universities, there is the difference in the effectiveness of the system service, speed, interface design and effectiveness and two gaps: positioning gap, communication gap. 2. improve this gap in service design new processes: (1) According to the document properties, will run the unit automatically appear and sign the nuclear level, in addition, required to form the attached document, presented in a document system, and can be downloaded directly, without the need to download pages for each unit. (2) Use desktop sticky notes to remind contractors or related personnel to be document. (3) Increase the immediate and remote connection methods online message, instant processing documents related issues. (4) Choice in order to undertake a modest opening of documents. (5) Shows the operating instructions and procedures.
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Hui-ChiWei and 魏卉齊. "Implementation Strategy of Digital Orthodontic Service Process." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/38bab5.
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