Relevant bibliographies by topics / Service reviews

Contents

  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers
  6. Reports

Academic literature on the topic 'Service reviews'

Author: Grafiati
Published: 10 January 2023
Last updated: 28 January 2023

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Journal articles on the topic "Service reviews"

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Charnaud, A. B. "Service innovation in drug misuse services." Psychiatric Bulletin 25, no. 5 (May 2001): 187–89. http://dx.doi.org/10.1192/pb.25.5.187.

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This review looks at the need for partnerships in delivering services for drug misusers, to provide a broad base service. It reviews a number of specific partnerships set up between statutory and non statutory agencies based upon identified need and demonstrates the improvement in outcomes that can be achieved through partnerships interventions. In conclusion it reviews some of the basic lessons learnt in the process of setting up successful partnerships particularly the need for joint training between agencies.
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Scarpello, John. "Invited Service Reviews." Clinical Medicine 10, no. 4 (August 2010): 376–78. http://dx.doi.org/10.7861/clinmedicine.10-4-376.

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Choi, Jung-Hun, and Min-Hee Son. "The Influence of Delivery App Characteristics on Customers’ Intention to Post Comments and Continuance Intention to Use Delivery Apps." Korea International Trade Research Institute 18, no. 6 (December 31, 2022): 443–68. http://dx.doi.org/10.16980/jitc.18.6.202212.443.

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Purpose – This research investigates the impacts of attributes of food delivery service apps (i.e., review credibility and perceived interactivity) on intention to continue using food delivery service apps, focusing on the mediating role of intention to post consumer reviews on a food delivery service app. Specifically, we examine whether (1) review credibility and perceived interactivity of food delivery service apps influence intention to post consumer reviews on food delivery service apps; if (2) review credibility and perceived interactivity of food delivery service apps positively influence intention to continue using food delivery service apps; and if (3) intention to post consumer reviews on food delivery service apps mediates the effects of review credibility and perceived interactivity on the intention to continue using food delivery service apps. Design/Methodology/Approach – Structural equation modeling (SEM) was used to test the proposed research model on data collected from 246 respondents in an online survey. Findings – Findings indicate that (1) review credibility and the perceived interactivity of food delivery service apps positively affect intention to post consumer reviews on food delivery service apps; (2) review credibility and perceived interactivity of food delivery service apps positively affect intention to continue using food delivery service apps; (3) intention to post consumer reviews on food delivery service apps mediates the impacts of review credibility and perceived interactivity on the intention to continue using food delivery service apps. Research Implications – This study provides theoretical and practical implications for the relationship marketing strategies of online platform services, such as food delivery service apps.
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Levien, Terri L., and Danial E. Baker. "Formulary Drug Reviews: Glecaprevir/Pibrentasvir." Hospital Pharmacy 53, no. 2 (December 11, 2017): 75–84. http://dx.doi.org/10.1177/0018578717746417.

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Each month, subscribers to The Formulary Monograph Service receive 5 to 6 well-documented monographs on drugs that are newly released or are in late phase 3 trials. The monographs are targeted to Pharmacy & Therapeutics Committees. Subscribers also receive monthly 1-page summary monographs on agents that are useful for agendas and pharmacy/nursing in-services. A comprehensive target drug utilization evaluation/medication use evaluation (DUE/MUE) is also provided each month. With a subscription, the monographs are available online to subscribers. Monographs can be customized to meet the needs of a facility. Through the cooperation of The Formulary, Hospital Pharmacy publishes selected reviews in this column. For more information about The Formulary Monograph Service, contact Wolters Kluwer customer service at 866-397-3433.
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Ben-Abdallah, Emna, Khouloud Boukadi, Mohamed Hammami, and Mohamed Hedi Karray. "Personalized cloud service review analysis based on modularized ontology." Online Information Review 44, no. 5 (July 2, 2020): 953–75. http://dx.doi.org/10.1108/oir-06-2019-0207.

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PurposeThe purpose of this paper is to analyze cloud reviews according to the end-user context and requirements.Design/methodology/approachpropose a comprehensive knowledge base composed of interconnected Web Ontology Language, namely, modular ontology for cloud service opinion analysis (SOPA). The SOPA knowledge base will be the basis of context-aware cloud service analysis using consumers' reviews. Moreover, the authors provide a framework to evaluate cloud services based on consumers' reviews opinions.FindingsThe findings show that there is a positive impact of personalizing the cloud service analysis by considering the reviewers' contexts in the performance of the framework. The authors also proved that the SOPA-based framework outperforms the available cloud review sites in term of precision, recall and F-measure.Research limitations/implicationsLimited information has been provided in the semantic web literature about the relationships between the different domains and the details on how that can be used to evaluate cloud service through consumer reviews and latent opinions. Furthermore, existing approaches are lacking lightweight and modular mechanisms which can be utilized to effectively exploit information existing in social media.Practical implicationsThe SOPA-based framework facilitates the opinion based service evaluation through a large number of consumer's reviews and assists the end-users in analyzing services as per their requirements and their own context.Originality/valueThe SOPA ontology is capable of representing the content of a product/service as well as its related opinions, which are extracted from the customer's reviews written in a specific context. Furthermore, the SOPA-based framework facilitates the opinion based service evaluation through a large number of consumer's reviews and assists the end-users in analyzing services as per their requirements and their own context.
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Montella, Alfonso. "Roundabout In-Service Safety Reviews." Transportation Research Record: Journal of the Transportation Research Board 2019, no. 1 (January 2007): 40–50. http://dx.doi.org/10.3141/2019-06.

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Ho, Victor. "Achieving service recovery through responding to negative online reviews." Discourse & Communication 11, no. 1 (January 22, 2017): 31–50. http://dx.doi.org/10.1177/1750481316683292.

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The beginning of the 21st century witnesses a trend for business and leisure travelers to make accommodation decisions by referring to online reviews of hotel accommodation services and the hotel management’s responses to such reviews. The responses, termed review response genre in this study, have since attracted considerable research attention. The purpose of this article is twofold. First, it aims to identify the moves present in the review response genre; second, it aims to explore how the hotel management attempts to achieve service recovery with the moves of the genre. A total of three obligatory moves are identified: Acknowledging Problem, Expressing Feeling and Thanking Reviewer. The findings will have significant implications for the hospitality and wider service industry practitioners responsible for handling negative online reviews.
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Shao, Tingting, Xuan Yang, Fan Wang, Chao Yan, and Ashish Kr Luhach. "Trusted Service Evaluation for Mobile Edge Users: Challenges and Reviews." Complexity 2021 (December 21, 2021): 1–10. http://dx.doi.org/10.1155/2021/2227459.

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With the increasing growth of web services shared in various mobile edge platforms, it becomes necessary to evaluate all the candidates based on their quality of services to reduce the users’ service selection cost. However, the service quality data released by service providers cannot be simply deemed as trusted due to various subjective or objective reasons, which further produce a series of serious trust-aware service evaluation problems, including service quality data sparsity and lack of feedback incentive. In view of this, we summarize the challenging issues existing in the current research field of trusted mobile edge service evaluation. Afterward, we review the current research status of the trusted service evaluation in the mobile edge environment and discuss one of the typical application scenarios based on trusted service evaluation, that is, recommender systems, as well as their diverse categories. We believe this research could be helpful in assisting a mobile edge platform to build a trusted reputation system for various smart applications hosted in the mobile edge platform.
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Nam, Seungju, Chunghun Ha, and Hyun Lee. "Redesigning In-Flight Service with Service Blueprint Based on Text Analysis." Sustainability 10, no. 12 (November 29, 2018): 4492. http://dx.doi.org/10.3390/su10124492.

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Airline services should be passenger-focused to be sustainable. In this study, we redesign an in-flight service process using a service blueprint while incorporating direct customer perceptions of service experiences. To incorporate these, we apply topic modeling to 64,706 passenger-written online reviews of airline services. Passenger experiences of in-flight services are the sum of experiences from service encounters in all the subsequent steps and we assume that their direct perceptions of their experiences are faithfully contained in the online reviews. Topics extracted from the reviews can be regarded as service encounters based strongly on passenger experiences. Then, the service encounters are reorganized within the framework of a service blueprint. The results show that the complexity, a number of service steps, decreases by 38% compared to the benchmark service blueprint. However, the divergence, a latitude of service steps, should increase for a couple of service encounters. Moreover, we quantitatively analyze the divergence using the probability of word frequency statistically distributed across topics. The in-flight service using the proposed design could be sustainable with respect to customer-focused service while considering direct customer experiences in real-time.
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Woodward, Kerry, Michael Polonsky, Julie Green, Julianne Abood, and Andre Renzaho. "Settlement Service Literacy and the Relationship Between Service Utilisation and Wellbeing Among Newly Arrived Migrants: A Mixed Methods Systematic Review Protocol." Social Science Protocols 3 (February 2, 2020): 1–7. http://dx.doi.org/10.7565/ssp.2020.2801.

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Background: Settlement service literacy refers to the ability of migrants to access, understand and critically navigate settlement services. In Australia, increasing numbers of culturally and linguistically diverse migrants require settlement services to assist their transition. However, there are barriers to migrant’s ability to utilise settlement services which are related to their level of settlement service literacy. This review aims to shed light on how settlement service literacy influences new migrant’s utilisation of settlement services, and the consequences that it has for health, well-being and sense of belonging. Methods: The review will follow the guidelines laid out by the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA). Literature searches will be undertaken in CINAHL, EMBASE, PubMed, PsycINFO, Scopus, Web of Science, Sociological Abstracts, SocIndex, ProQuest Social Science Database, and Google Scholar. Grey literature and relevant government bodies, non-government organisations, service providers and research institutes will also be searched. Studies included will report primary data (qualitative and quantitative) on new migrant’s (under five years) ability to utilise settlement services in high income countries. Studies that meet the inclusion criteria will be imported to Covidence, two researchers will screen the studies in a two part process (title and introduction scan; and full text) for relevance. Data extracted will include general publication information (author, country, year, and publication), type of study, participants, type of settlement service, measured outcomes, and the study aims, methods and results. Finally, data will be synthesised using a narrative approach. Discussion: The review will provide insight into the relationship between settlement service literacy and service utilisation and wellbeing for new migrants. The review will also provide data to inform settlement service policy to better cater for the needs of migrants. Systematic review registration:This protocol has been submitted to international prospective register of systematic reviews and meta-analysis (PROSPERO) and is currently under review.
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Dissertations / Theses on the topic "Service reviews"

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Di, Fabrizzio Giuseppe. "Automatic summarization of opinions in service reviews." Thesis, University of Sheffield, 2012. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.632550.

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Zaman, Nohel. "Online Review Analytics: New Methods for discovering Key Product Quality and Service Concerns." Diss., Virginia Tech, 2019. http://hdl.handle.net/10919/101686.

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The purpose of this dissertation intends to discover as well as categorize safety concern reports in online reviews by using key terms prevalent in sub-categories of safety concerns. This dissertation extends the literature of semi-automatic text classification methodology in monitoring and classifying product quality and service concerns. We develop various text classification methods for finding key concerns across a diverse set of product and service categories. Additionally, we generalize our results by testing the performance of our methodologies on online reviews collected from two different data sources (Amazon product reviews and Facebook hospital service reviews). Stakeholders such as product designers and safety regulators can use the semi-automatic classification procedure to subcategorize safety concerns by injury type and narrative type (Chapter 1). We enhance the text classification approach by proposing a Risk Assessment Model for quality management (QM) professionals, safety regulators, and product designers to allow them to estimate overall risk level of specific products by analyzing consumer-generated content in online reviews (Chapter 2). Monitoring and prioritizing the hazard risk levels of products will help the stakeholders to make appropriate actions on mitigating the risk of product safety. Lastly, the text classification approach discovers and ranks aspects of services that predict overall user satisfaction (Chapter 3). The key service terms are beneficial for healthcare providers to rapidly trace specific service concerns for improving the hospital services.
Doctor of Philosophy
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Lee, Linda. "Customer-to-customer roles and impacts in service encounters." Doctoral thesis, KTH, Industriell ekonomi och organisation (Inst.), 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-186294.

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This thesis investigates customer-to-customer roles and impacts in the context of service encounters. This topic is studied from two angles: customer interactions during group service encounters and customer perceptions post service encounters. The first angle is a focus on group service encounters that addresses the lack of research on customer-to-customer interactions that occur in customer-to-customer interaction-intensive contexts. These are contexts where the interactions between customers are not peripheral to the service, where there can be an expectation to interact with the other customers, and are common in tourism and hospitality, recreation, and education. The second angle is a focus on service outcomes after the service encounter, including satisfaction, intention to recommend, and online word-of-mouth. Paper 1 explores how firms view and manage customer-to-customer interactions during group service encounters. It finds that the differences in attitude and conduct of firms create four possible stances toward customer-to-customer interaction. Paper 2 delves deeper into how customer-to-customer interactions impact the design and delivery of group service encounters, develops a typology of customer cohort climates (CCCs), and identifies how each CCC can be created through four elements of group service encounters. Paper 3  investigates how positive and negative customer-to-customer interactions impact service outcomes and finds that customer-to-customer interaction is a dissatisfier. Paper 4 examines how customers produce online hotel reviews and finds that content analysis of online reviews yields similar findings to more traditional quantitative research methods. This thesis advances research on the impact of customers on each other and provides evidence that other customers can and should be managed to achieve desired service outcomes. It further proposes how these interactions can be managed to further enhance service firm offerings.

QC 20160516

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Lehtonen, Markku. "Environmental policy evaluation in the service of sustainable development : influence of the OECD environmental performance reviews from the perspective of institutional economics." Versailles-St Quentin en Yvelines, 2005. http://www.theses.fr/2005VERS021S.

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Cette thèse vise à étudier les conséquences en terme de changement institutionnel pour un développement durable de l’évaluation des politiques environnementales d’un pays, meneés par une organisation intergouvernementale. Les fondements philosophiques et théoriques de l’économie institutionnelle fournissent le cadre retenu pour construire une grille de lecture permettant d’analyser l’approche théorique, l’impact et les facteurs conditionnant l’impact de l’évaluation des politiques environnementales dans l’optique de développement durable. Les examens des performances environnementales de l’OCDE sont ensuite étudiés moyennant une approche d’étude de cas qualitative. Malgré l’attention relativement faible accordée par le public à ces examens, leur intérêt réside dans une plus grande légitimité des politiques et des autorités environnementales, et dans le renforcement des politiques environnementales basées sur les principes de contrôle, suivi, évaluation et coût-efficacité. Ces impacts opèrent à travers de quatre chemins parallèles, représentant les objectifs de reddition des comptes et de l’apprentissage. La forme et l’intensité de l’influence de ces impacts dépendent de la capacité des examens à mobiliser les acteurs clés, de leur sensibilité au contexte, ainsi que de la crédibilité et le poids politique de l’OCDE auprès des acteurs des pays étudiés. Nonobstant leur conception du développement durable relativement éloignée des principes institutionnalistes, les examens contribuent au développement durable en réduisant les déséquilibres de pouvoir et en améliorant ainsi certaines des conditions pour une démocratie délibérative
This thesis examines what consequences, through which pathways, and under which circumstances, does country-level environmental policy evaluation, carried out by an intergovernmental organisation, have for institutional change towards sustainable development. The philosophical and theoretical frameworks of institutional economics are proposed as the lens through which to assess experiences from evaluation research. This is done in order to elaborate a conceptual framework for analysing the approach, the impact and the factors conditioning the influence of environmental policy evaluation in the context of sustainable development. The OECD Environmental Performance Review programme is examined through an in-depth qualitative case study approach. It is found that in spite of engendering relatively modest interest among the public, the reviews increase the legitimacy of environmental policies and authorities, and strengthen a performance-oriented environmental policy emphasising evaluation, monitoring and cost-effectiveness. These impacts operate through four parallel pathways, representing the purposes of learning and accountability. The type and intensity of influence depends on the capacity of the reviews to mobilise key change agents and to be sensitive to the context, as well as on the credibility and political weight of the OECD in the reviewed country. It is concluded that notwithstanding the distance of the prevailing OECD conception of sustainability from the institutionalist principles adopted as the benchmark for the appraisal in this thesis, the reviews contribute meaningfully to sustainable development by redressing asymmetries of power, thereby improving some of the conditions for deliberative democracy
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Лук`янихін, Вадим Олександрович, Вадим Александрович Лукьянихин, Vadym Oleksandrovych Lukianyhin, and Ю. Ю. Сметаненко. "Удосконалення системи розвитку персоналу у сфері готельного бізнесу." Thesis, Видавництво СумДУ, 2011. http://essuir.sumdu.edu.ua/handle/123456789/11595.

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Olson, Eric. "Customer evaluation of managers' responses to online complaints." Doctoral diss., University of Central Florida, 2014. http://digital.library.ucf.edu/cdm/ref/collection/ETD/id/6330.

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Managers have begun to respond to customers' online reviews of services on online review websites. However, it is not known how viewers evaluate company-initiated service recovery in the form of manager responses to online reviews. This research has three objectives: (1) to explore how managers are currently responding to electronic word of mouth; (2) to investigate whether a manager's response to electronic negative word of mouth (eNWOM) positively influences viewers' behavioral intentions; (3) to examine which elements in a manager's responses increases viewers' evaluations of trust and behavioral intentions towards the company. Three studies were conducted, one for each objective. Study "1 examined 21,211 online reviews and manager responses from Tripadvisor.com from 184 hotels in five cities. Study "2 was a single-factor between-subject experimental design by manipulating a manager's response to eNWOM (response message vs. no response message) through scenarios. Study "3 was a 2 (procedural justice: high vs. low) x 2 (interactional justice: high vs. low) x 2 (social presence: high vs. low) between-subject experimental design that manipulated manager's responses through scenarios. Findings from Study "1 revealed that managers were more likely to respond to eNWOM compared to neutral word of mouth. A content analysis of 432 company responses to eNWOM determined that managers used nine online review management strategies: appreciation, apology, future patronage encouragement, explanation, follow up, flexibility, correction, compensation, and social presence. Results from Study "2 indicated that viewers were more likely to visit a restaurant when a manager responded to eNWOM compared to no response to eNWOM. Results from Study "3 revealed a three-way interaction of procedural justice, interactional justice, and social presence on trust. There were also main effects of procedural justice and interactional justice on trust. Additionally, results provided partial support for the mediating role of trust in the relationship between the three-way interaction and behavioral intentions. This study contributes to the online service recovery literature and online trust formation literature by enhancing the understanding of how viewers evaluate manager responses to eNWOM and how social presence can be used with procedural justice and interactional justice to enhance trust in the online review management context. Service organizations should create a comprehensive online review system to respond to eNWOM and identify ways to enhance procedural justice, interactional justice, and social presence into their responses. Online review websites should encourage companies to provide managerial response to online complaints and allow for social presence and enhanced creative options in manager responses.
Ph.D.
Doctorate
Education and Human Performance
Education; Hospitality Education Track
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Jallow, M., Melanie Haith-Cooper, Jae Hargan, and M.-C. Balaam. "A systematic review to identify key elements of effective public health interventions that address barriers to health services for refugees." Springer, 2021. http://hdl.handle.net/10454/18444.

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Yes
Aim: Refugees often face barriers to accessing health services, especially after resettlement. The aim of this study is to identify key elements of effective public health interventions that address barriers to health services for refugees. Methods: Key online databases were searched to identify studies published between 2010 and 2019. Six studies met the inclusion criteria: two qualitative, one quantitative and three mixed-methods studies. An adapted narrative synthesis framework was used which included thematic analysis for systematic reviews. Results: Five themes were identified: peer support, translation services, accessible intervention, health education and a multidisciplinary approach. Conclusion: These key elements identified from this review could be incorporated into public health interventions to support refugees’ access to health services. They could be useful for services targeting refugees generally, but also supporting services targeting refugee resettlement programmes such as the Syrian resettled refugees in the UK. Future research is needed to evaluate the impact of public health interventions where these elements have been integrated into the intervention.
The full-text of this article will be released for public view at the end of the publisher embargo on 23 Mar 2022.
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Tiso, Sithembele Sydwell. "Review of postal reform in South Africa." Thesis, Stellenbosch : Stellenbosch University, 2000. http://hdl.handle.net/10019.1/51900.

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Thesis (MPhil)--Stellenbosch University, 2000.
ENGLISH ABSTRACT: The political transition that has occurred in South Africa can be viewed as the country's first liberalisation process. In order to ensure sustainable political democracy, it must be accompanied by a second liberalisation, socio-economic development. The new government recognised that the second liberalisation entails an economic transformation process that will re-gear the economy towards attaining the objectives of economic growth and human development. The restructuring of state owned enterprises (SOEs) has emerged as one of the major trends in new economic thinking of the present government. A list was drawn of all the state owned enterprises that were to be restructured. The Post Office as a state owned entity was also in the list. The purpose of this study is to assess the South African Post Office Limited (SAPOL) as a typical state-owned enterprise in the context of the restructuring debate. It analyses and reviews the achievements and developments that took place in the Post Office since commercialisation in 1991 up to the stage where government decided to restructure the postal industry. It first starts with the issues that led to government's decision for restructuring, the options for the restructuring of the Post Office and the selection of acquiring a Strategic Management Partner as the most favourable option. More important, the study explains the approaches that postal services have taken to improve performance even when they have been faced with widely differing legal, institutional, and regulatory environments and bottlenecks. This study looks at the international trends and compare SAPOL with other postal administrations in particular those that have gone through a similar process of postal reform. This restructuring process of the Post Office is discussed in detail. The case studies of the two postal administrations namely, New Zealand and the UK, and the steps taken and lessons learnt by these countries in reforming their enterprises are explored. The purpose of this is to outline several different approaches available to the postal service to meet these and related challenges. Lastly, the study looks at the implications of the Strategic Management Partner (SMP) within the enterprise and whether to employ them was a strategic initiative for the government. It also attempts to solicit important information where aspects of postal reform seem to succeed and also identify the problem areas.
AFRIKAANSE OPSOMMING: Die politieke oorgang in Suid-Afrika was die land se eerste liberalisering. Ten einde die politieke demokrasie standhoudend te maak, moes "n tweede liberalisering - vir sosio-ekonomiese herstrukturering, geloods word. Die nuwe regering bedoel dat die tweede liberalisering die ekonomie moes transformeer sodat herkonstruksie en ontwikkeling kon plaasvind. Die herstrukturering van staatsbates het "n vername deel van die nuwe denke geword. "n Lys van sulke staatsbates is opgestel. Die Poskantoor is so "n staatsbate. Die doel van die studie is om die SA Poskantoor (SAPOS) se herstrukturering te beskryf en ontleed. Dit ontleed mikpunte en ontwikkelings wat in SAPOS sedert kommersialisering in 1991 plaasgevind het. Dit ontleed die besluit om verder te herstruktureer, verdere opsies wat oorweeg is en die aanwysing van "n Strategiese Bestuurs-vennoot (SBV). Dit kyk ook na die benaderings om posdienste te verbeter en wel teen die agtergrond van regsraamwerke, institusionele omgewings en regulatoriese vereistes. Die. studie ontleed ook internasionale tendense en vergelyk dit met SAPOS se omgewing, veral in lande wat vergelykbaar is. Die gekose gevallestudies wat ook SBV-vennote geword het, is Brittanje en New Zealand. Hulle het ook posdienste hervorm. Lesse kan geleer word. Laastens, word die implikasies van die SBV bekyk en word beoordeel tot watter mate dit aan die doelstellings van herstrukturering voldoen. Daar word na hervormingsprestasies sowel as knelpunte gekyk.
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Betz, Cecily, Lisa S. O'Kane, Wendy M. Nehring, and Marie L. Lobo. "Systematic Review: Health Care Transition Practice Service Models." Digital Commons @ East Tennessee State University, 2016. https://dc.etsu.edu/etsu-works/6518.

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Background: Nearly 750,000 adolescents and emerging adults with special health care needs (AEA-SHCN) enter into adulthood annually. The linkages to ensure the seamless transfer of care from pediatric to adult care and transition to adulthood for AEA-SHCN have yet to be realized. Purpose: The purpose of this systematic review was to investigate the state of the science of health care transition (HCT) service models as described in quantitative investigations. Methods: A four-tier screening approach was used to obtain reviewed articles published from 2004 to 2013. A total of 17 articles were included in this review. Discussion: Transfer of care was the most prominent intervention feature. Overall, using the Effective Public Health Practice Project criteria, the studies were rated as weak. Limitations included lack of control groups, rigorous designs and methodology, and incomplete intervention descriptions. Conclusion: As the findings indicate, HCT is an emerging field of practice that is largely in the exploratory stage of model development.
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Hexsel, Helen Tomaz. "Os efeitos da orientação para serviço, na cocriação e na avaliação on-line no setor hoteleiro." Universidade do Vale do Rio dos Sinos, 2018. http://www.repositorio.jesuita.org.br/handle/UNISINOS/7155.

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Submitted by JOSIANE SANTOS DE OLIVEIRA (josianeso) on 2018-08-08T17:01:04Z No. of bitstreams: 1 Helen Tomaz Hexse_.pdf: 937975 bytes, checksum: 5701374a367386bfe656c2180d1b42b6 (MD5)
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O propósito de uma organização é atender os interesses e necessidades de seus clientes e para que isso aconteça, ela precisa ser orientada para serviço. Portanto, precisa possuir um conjunto de políticas, práticas e procedimentos internos que a possibilitem entregar um serviço excelente. No momento em que o setor hoteleiro compreende que a sua sobrevivência e crescimento dependem da criação e oferta de experiências memoráveis para seus clientes, e percebem que a cocriação pode ser utilizada na tentativa de responder as variadas expectativas que eles possuem, a sua habilidade para cocriar e o seu comportamento de cocriação assumem papéis fundamentais para colocá-la em prática. Neste cenário, as avaliações on-line podem ser utilizadas com uma forma de compreender as opiniões, pensamentos e reações dos clientes sobre os serviços que se oferece. Servindo para analisar se o cliente realmente percebe a excelência nos serviços prestados. Diante deste contexto, este estudo tem como objetivo analisar os efeitos da orientação para serviço do hotel (i) na sua habilidade de cocriação, (ii) no seu comportamento de cocriação, (iii) nas avaliações on-line que recebem dos clientes e analisar o efeito que (iv) a habilidade de cocriação possui no comportamento de cocriação. Para tanto, primeiramente, realizou-se uma etapa exploratória, onde 6 hotéis foram entrevistados com o objetivo de auxiliar na validação das escalas a serem utilizadas, na medida em que as entrevistas possibilitam um maior conhecimento sobre os construtos estudados e em como eles se encaixam no setor hoteleiro. Após, foi realizada uma survey com 155 hotéis do Estado do Rio Grande do Sul a fim de investigar os aspectos apresentados anteriormente. A técnica de estatística utilizada para análise dos dados foi a Modelagem de Equações Estruturais (MEE). Os resultados mostram que a orientação para serviço influencia positivamente na habilidade de cocriação, no comportamento de cocriação e na avaliação on-line. Destaca-se que a variância explicada atingiu índices importantes no momento em que a orientação para serviço explica 88,8% da habilidade de cocriação, 56% do comportamento de cocriação e 33,3% da avaliação on-line que hotéis recebem de seus clientes. Por outro lado, a habilidade de cocriação não apresentou efeito no comportamento de cocriação. Assim, os hotéis devem buscar uma maior orientação para serviços, a fim de alcançar maiores níveis de cocriação e melhores avaliações on-line.
The aim of an organization is to satisfy the needs and desires of the customer. For this, the organization must have service orientation. Therefore, the organization needs a basic set of organizational policies, practices and procedures to be able to deliver service excellence. When the hospitality industry understands that their future survival and growth depends upon creating and offering unique and memorable experiences for their customers, and realized that co-creation can be adopted to try to respond to customer expectations, their ability to co-create and their willingness to co-create will be the key to put co-creation in practice. Faced with this scenario the on-line reviews can be used as a way to comprehend the personal thoughts, reactions and opinions of the clients about the services that the organization offers. With this, is possible to analyze if the client really perceived an excellence in the services provided. Then, this research aims to analyze the effects of hotel service orientation (i) in their ability to co-create, (ii) in their willingness to co-create and (iii) in on-line reviews, and (iv) analyze the effect of ability to co-create have on willingness to co-create. Therefore, an exploratory study was made with 6 hotels, an attempt to get a better knowledge of how the studied constructs fits on the hotel sector to assist on the scales validation. Afterwards, a survey was realized with 155 hotels in the State of Rio Grande do Sul in order to investigate the aspects presented previously. The statistic technique used was Structural Equation Model (MEE). The results have shown that service orientation influences ability to co-create, willingness to co-create and on-line reviews positively. The explained variance has reached important indexes since service orientation explained 88,8% of ability to co-create, 33,3% of willingness to co-create and 33,3% of on-line reviews that hotels received by clients. On the other hand, ability to co-create has not presented influence on willingness to co-create. Thus, hotels should search a major service orientation to reach high levels of co-creation and better on-line reviews.
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Books on the topic "Service reviews"

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Federation, National Housing. Implementing comprehensive service reviews. London: National Housing Federation, 1999.

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Enforcement, U. S. Customs Service Office of. Office of Enforcement: Management studies/reviews. [Washington, D.C.?]: U.S. Customs Service, 1992.

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Commission, Texas Sunset Advisory. Texas Funeral Service Commission. Austin, Tex: Texas Sunset Advisory Commission, 1989.

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P, Voytek Kenneth, and Holmes Allen E, eds. Building innovation into program reviews: Analysis of service delivery alternatives. Washington, D.C: Council of State Governments, Urban Institute Press, 1989.

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S, Davis Tamara, ed. Finding and evaluating evidence: Systematic reviews and evidence-based practice. Oxford: Oxford University Press, 2012.

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U.S. Customs Service. Office of Enforcement. Office of Enforcement: Management studies/reviews. [Washington, D.C.?]: U.S. Customs Service, 1992.

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Organisation for Economic Co-operation and Develpment. Trade Committee. Working Party. Strengthening regulatory transparency: Insights for the GATS from the Regulatory Reform country reviews. Paris, France: OECD, 2000.

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U.S. Customs Service. Office of Enforcement. Office of Enforcement: Management studies/reviews. [Washington, D.C.?]: U.S. Customs Service, 1992.

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Kenya, Productivity Centre of, ed. Survey report on impact of remuneration reviews on productivity in the public service. Nairobi: Ministry of State for Public Service, 2008.

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Lewis, Jane. EQFM excellence model: User handbook and guide for service reviews in local government. Chichester: Woodward Lewis, 1999.

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Book chapters on the topic "Service reviews"

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Zhou, Zhenhua. "Literature Reviews." In The Development of Service Economy, 15–24. Singapore: Springer Singapore, 2015. http://dx.doi.org/10.1007/978-981-287-901-1_2.

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Hartle, Anthony E., and Paul P. Christopher. "AIDS Victims and Military Service." In Biomedical Ethics Reviews, 31–50. Totowa, NJ: Humana Press, 1993. http://dx.doi.org/10.1007/978-1-59259-446-7_2.

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Li, Suke, Jinmei Hao, and Zhong Chen. "Generating Tags for Service Reviews." In Advanced Data Mining and Applications, 463–74. Berlin, Heidelberg: Springer Berlin Heidelberg, 2010. http://dx.doi.org/10.1007/978-3-642-17313-4_46.

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Ren, Wei. "Chapter 8. Intensification in online consumer reviews." In Technology Mediated Service Encounters, 199–222. Amsterdam: John Benjamins Publishing Company, 2019. http://dx.doi.org/10.1075/pbns.300.08ren.

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Hao, Jinmei, Suke Li, and Zhong Chen. "Extracting Service Aspects from Web Reviews." In Web Information Systems and Mining, 320–27. Berlin, Heidelberg: Springer Berlin Heidelberg, 2010. http://dx.doi.org/10.1007/978-3-642-16515-3_40.

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Kennea, Nigel L. "The Medical Examiner Service and Child Death Reviews." In The Medical Examiner Service, 147–54. Boca Raton: CRC Press, 2022. http://dx.doi.org/10.1201/9781003188759-13.

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Rahayu, Dwi A. P., Shonali Krishnaswamy, Cyril Labbe, and Oshadi Alhakoon. "RnR: A System for Extracting Rationale from Online Reviews and Ratings." In Service-Oriented Computing, 717–18. Berlin, Heidelberg: Springer Berlin Heidelberg, 2010. http://dx.doi.org/10.1007/978-3-642-17358-5_70.

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Han, Saram, and Chris K. Anderson. "Estimating the Effect of Social Influence on Subsequent Reviews." In Advances in Service Science, 231–38. Cham: Springer International Publishing, 2018. http://dx.doi.org/10.1007/978-3-030-04726-9_23.

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Wang, Shance, Zhongjie Wang, Xiaofei Xu, and Quan Z. Sheng. "App Update Patterns: How Developers Act on User Reviews in Mobile App Stores." In Service-Oriented Computing, 125–41. Cham: Springer International Publishing, 2017. http://dx.doi.org/10.1007/978-3-319-69035-3_9.

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Chi, Xu, Haifang Wang, Zhongjie Wang, Shiping Chen, and Xiaofei Xu. "Predicting the Evolution of Service Value Features from User Reviews for Continuous Service Improvement." In Service-Oriented Computing, 142–57. Cham: Springer International Publishing, 2017. http://dx.doi.org/10.1007/978-3-319-69035-3_10.

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Conference papers on the topic "Service reviews"

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Li, Suke, Jinmei Hao, and Zhong Chen. "Tagging online service reviews." In 2010 International Conference on Natural Language Processing and Knowledge Engineering (NLP-KE). IEEE, 2010. http://dx.doi.org/10.1109/nlpke.2010.5587816.

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Lee, Seong-Hoon, and Dong-Woo Lee. "Reviews on Service-oriented Architecture Service Model." In Advanced Software Engineering & Its Applications 2014. Science & Engineering Research Support soCiety, 2014. http://dx.doi.org/10.14257/astl.2014.74.06.

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Liu, Jie, Xiaodong Fu, Li Liu, and Kun Yue. "What Makes a Good Review: Analyzing Reviews on JD.com." In 2015 International Conference on Service Science (ICSS). IEEE, 2015. http://dx.doi.org/10.1109/icss.2015.21.

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An Han, Liu Hao, and Ren Jifan. "An empirical study on inline impact factors of reviews usefulness based on movie reviews." In 2016 13th International Conference on Service Systems and Service Management (ICSSSM). IEEE, 2016. http://dx.doi.org/10.1109/icsssm.2016.7538570.

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Li Sun, Jianyao Li, Alvin Lee, and Liu Jingyan. "Are these reviews for real? The importance of belief and trust in reviews and word-of-mouth for web-purchases." In 2011 8th International Conference on Service Systems and Service Management (ICSSSM 2011). IEEE, 2011. http://dx.doi.org/10.1109/icsssm.2011.5959398.

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Chunyan Xiang and Yonghe Sun. "Research on the evaluation index system of online reviews helpfulness." In 2016 13th International Conference on Service Systems and Service Management (ICSSSM). IEEE, 2016. http://dx.doi.org/10.1109/icsssm.2016.7538583.

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Xin, Jiang, and Wu Liping. "The literature reviews on service flexibility theory." In 2011 International Conference on E-Business and E-Government (ICEE). IEEE, 2011. http://dx.doi.org/10.1109/icebeg.2011.5885340.

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Yi Gong, Hua Yuan, and Yu Qian. "The effects of online product reviews on manufacturer's pricing policy." In 2012 9th International Conference on Service Systems and Service Management (ICSSSM 2012). IEEE, 2012. http://dx.doi.org/10.1109/icsssm.2012.6252299.

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Boyan Yao, Hua Yuan, Yu Qian, and Xiangyang Xu. "Exploring the local effects of helpful reviews on online product sales." In 2016 13th International Conference on Service Systems and Service Management (ICSSSM). IEEE, 2016. http://dx.doi.org/10.1109/icsssm.2016.7538575.

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Laoh, Enrico, Isti Surjandari, and Nadhila Idzni Prabaningtyas. "Enhancing Hospitality Sentiment Reviews Analysis Performance using SVM N-Grams Method." In 2019 16th International Conference on Service Systems and Service Management (ICSSSM). IEEE, 2019. http://dx.doi.org/10.1109/icsssm.2019.8887662.

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Reports on the topic "Service reviews"

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Lucas, Brian. Lessons Learned by the K4D Helpdesk Service: Delivering Evidence Synthesis for Policy and Practice. Institute of Development Studies, November 2022. http://dx.doi.org/10.19088/k4d.2022.121.

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This paper is a reflection on experience and lessons learned over the six years of the Knowledge, Evidence and Learning for Development (K4D) Programme (2016–2022). It reviews what the programme has learned about delivering a rapid-response evidence synthesis service effectively and efficiently. It identifies key features of an evidence synthesis service, the approaches that the K4D Helpdesk service uses to deliver these features, and lessons for consideration by future projects delivering similar services.
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Meade, Stephen, Kris Hatakeyama, Juan Camacho, Karen Brower, and Dave Scheid. In-Service Support of Surface Navy Combat Systems: Safety, Effectiveness, and Affordability Reviews: The Systems Engineering Process at NSWC PHD. Fort Belvoir, VA: Defense Technical Information Center, April 2011. http://dx.doi.org/10.21236/ada543912.

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zhang, linlin, xihua liu, yuxiao chen, qing wang, xinjie qu, xiaoming xi, haihao cao, limin wang, qiang chen, and hongyan bi. Effect of exercise training in multiple sclerosis: a protocol for systematic reviews and meta-analysis. INPLASY - International Platform of Registered Systematic Review and Meta-analysis Protocols, March 2022. http://dx.doi.org/10.37766/inplasy2022.3.0163.

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Review question / Objective: The main purpose of this scheme is to analyze and evaluate the effect on MS symptoms, quality of life, and improvement of mental state through strict literature aerobic training and the movement of resistance training, and to compare aerobic training, resistance training, and the combination of aerobic and resistance training through network meta-analysis, select the best scheme of intervention, and provide a reference for clinical and evidence-based guidelines. Information sources: Randomized controlled trials of exercise therapy for MS were searched in the PubMed, Web of Science, Embase, Cochrane Library, CNKI, Wanfang Data Knowledge Service Platform, VIP, and CBM databases.
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Lenhardt, Amanda. The Role of Local Actors in the Delivery of Services to Vulnerable Groups in Protracted Crises. Institute of Development Studies, June 2022. http://dx.doi.org/10.19088/k4d.2022.127.

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As the needs of people affected by conflict, natural disasters and other crises grow year-on-year and become increasingly complex, the need for adapted service delivery has become ever more pressing. There is widespread recognition that top-down, externally driven support to service delivery is ineffective in reaching vulnerable populations in need of humanitarian support. Increasing strategic engagement by and with local actors is now an accepted norm for effective international humanitarian action (Metcalfe-Hough et al., 2021). International commitments have been made to improve the provision of services in protracted crises. A body of literature indicates that engaging local actors in service delivery is one of the main ways to achieve improved service delivery. Despite the general acceptance of this principle, progress in achieving more localised responses to protracted crises has been slow. Evidence on how services can most effectively reach those in need is limited.This report reviews available guidance and evidence on the role of local actors in delivering services to those in need of humanitarian support in protracted crises. The report begins with a brief overview of the evolving discourse on the need for better strategies to incorporate local actors in the delivery of services. The following sections review the available evidence on the different ways local actors have been involved in the delivery of basic services in protracted crises. Section 3 examines local actors’ role in identifying the needs of affected communities. Section 4 examines the role of local actors in the effective coordination of service delivery. Section 5 discusses their role in transparency and accountability, and section 6 considers how local actors’ engagement can contribute to the mitigation of further conflict. Much of the literature in this area takes the form of guidance documents produced by international organisations working in humanitarian action. Some of this guidance refers to case study evidence. Still, most appear to refer to stakeholders’ experiences and conceptual approaches to how service delivery happens in protracted crises. There are a range of instruments that have been deployed to improve service delivery in protracted crises – some of which are referred to in this report – which could be formally evaluated to contribute to the evidence base on how such programmes effectively address the needs of vulnerable groups in need for humanitarian support.
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Sripad, Pooja. Exploring barriers and enablers of service provision for survivors of human trafficking in the Bay Area: An action research study. Population Council, 2021. http://dx.doi.org/10.31899/sbsr2021.1067.

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Despite increasing recognition of public health and rights issues associated with human trafficking globally and in the United States following the Trafficking Victims Protection Act of 2000, there has been limited research on how to systematically strengthen service access for survivors of sex and labor trafficking. The experience of service providers may provide insight into how trafficking survivor responses and service networks function in California’s Bay Area. This study explores provider perspectives on existing service networks and collaboration dynamics, including the barriers to and enablers of long-term service provision and survivor follow-up. A participatory research design included qualitative interviews with key informants working at nongovernmental organizations, organizational website reviews, and consultation with network service providers in the Greater San Francisco Bay Area. This study approach allowed for eliciting in-depth reflections of service provision, collective generation of stakeholder mapping, and consensus-driven recommendations arising from barriers and enablers to anti-trafficking service provision. This report enhances stakeholder awareness of existing organizational and policy resources and offers insights into research and programming on how anti-trafficking service response networks can be strengthened to provide survivor-centric support in the long-term.
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Bozek, Michael, and Tani Hubbard. Greater Yellowstone Network amphibian monitoring protocol science review: A summary of reviewers’ responses. National Park Service, June 2022. http://dx.doi.org/10.36967/nrr-2293614.

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Science reviews are an essential cornerstone of all excellent science programs and are a requirement of monitoring programs within the Inventory and Monitoring Division of the National Park Service (NPS). Science reviews provide necessary professional critique of objectives, study design, data collection, analysis, scientific interpretation, and how effectively information is transferred to target audiences. Additionally, reviews can help identify opportunities to cooperate more effectively with interested and vested partners to expand the impacts of collective findings across larger landscapes. In December 2020, seven biologists from USGS, USFWS, and NPS provided a critical review of the Greater Yellowstone Network Amphibian Monitoring Protocol for monitoring Columbia spotted frogs (Rana luteiventris), boreal chorus frogs (Pseudacris maculata), western toads (Anaxyrus boreas), western tiger salamanders (Ambystoma mavortium), and environmental conditions at wetland sites clustered within watershed units in Yellowstone and Grand Teton national parks. This review followed sixteen years of GRYN amphibian and wetland monitoring, allowing us to evaluate the impact of the work thus far and to discuss potential improvements to the protocol. Reviewers were asked to assess the following amphibian monitoring objectives per Bennetts et al. (2013, Cooperative amphibian monitoring protocol for the Greater Yellowstone Network: Narrative, version 1.0, https://irma.nps.gov/DataStore/Reference/Profile/2194571) and to assess the degree to which GRYN is meeting the objectives based on the current sampling, analyses, and reporting: Objective 1: Estimate the proportion of catchments and wetland sites used for breeding by each of the four common, native amphibian species annually, and estimate the rate at which their use is changing over time. Objective 2: Determine the total number of wetlands within sampled catchments that are suitable for amphibian breeding (i.e., have standing water during the breeding season) annually. Objective 3: For western toads, estimate the proportion of previously identified breeding areas that are used annually, and estimate the rate at which their use may be changing over time. Generally, reviewers commended the GRYN Amphibian Monitoring Program, including the design, the statistical rigor of current analytical approaches, the large number of monitoring reports and publications, and the audiences reached. Reviewers unanimously felt that the first two objectives of this protocol are being met for two species (Columbia spotted frogs and boreal chorus frogs) in medium- and high-quality catchments, and all but one reviewer also felt these objectives are being met for western tiger salamanders. It was universally recognized that objective 3 for western toads is not being met but reviewers attributed this to issues related to funding and capacity rather than design flaws. Reviewers felt the current design provides an adequate base for parlaying additional work and offered suggestions focused on increasing efficiencies, maximizing information that can be collected in the field, strengthening analyses, and improving scientific outreach. In this document, we summarize reviewers' comments and include their full written reviews in Appendix B.
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Wang, Yilan, Sijing Zhao, Zherui Shen, Zhenxing Wang, and Fei Wang. Combination of Jinshuibao Capsules and Conventional Pharmaceutical Treatments for Patients with Stable Chronic Obstructive Pulmonary Disease: A Systematic Review and a Meta-Analysis. INPLASY - International Platform of Registered Systematic Review and Meta-analysis Protocols, October 2021. http://dx.doi.org/10.37766/inplasy2021.10.0117.

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Review question / Objective: Jinshuibao capsules are derived from Cordyceps, and they have been widely used in the treatment of different diseases. They have also been utilized in the treatment of respiratory diseases, while their effects on patients with stable chronic obstructive pulmonary disease (COPD) have remained elusive. The present study aimed to compare the efficacy of Jinshuibao capsules plus conventional pharmaceutical treatments (CPT) versus CPT alone for patients with stable COPD. Information sources: It was attempted to conduct a systematic review and a meta-analysis based on the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) statement. In addition, PubMed, EMBASE, Cochrane Library, Web of Science, China Knowledge Infrastructure (CNKI), Wanfang Data Knowledge Service Platform, VIP Information Resource Integration Service Platform (CQVIP), and China Biomedicine (SinoMed) databases were searched from inception until September 30, 2021. Google Scholar and the China Clinical Trial Registry were also searched for retrieving missing data. In emergency conditions, we contacted the corresponding authors of retrieved studies for collection of additional data.
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Butler, Nadia, and Soha Karam. Key Considerations for Integrating COVID-19 Vaccination Services: Insights from Iraq and Syria for the MENA Region. SSHAP, September 2022. http://dx.doi.org/10.19088/sshap.2022.034.

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With the COVID-19 pandemic well into its third year, governments and response partners are recognising that it no longer makes sense for COVID-19 services, including vaccination, to exist in isolation. There is growing recognition of the potential for integration with other services as the way forward for COVID-19 vaccination. This has recently begun to occur in various countries, but until now, there has been little evidence available as to the success of these initiatives. Service delivery integration occurs where “managerial or operational changes to health systems bring together inputs, delivery, management, and organisation of particular service functions in ways that are contextually appropriate and person-centred with the aim of improving coverage, access, quality, acceptability, effectiveness, and cost-effectiveness” (Haldane et al. 2022) This brief draws on evidence from academic and grey literature and consultations with partners working in the COVID-19 response to review current integration efforts (as of August 2022) and explore potentially effective ways to integrate COVID-19 vaccination into other services in the Middle East and North Africa (MENA) region. Recent guidance on integration from WHO has also been cross-referenced where relevant. Iraq is taken as a detailed case study due to the efforts already made there on integration of COVID-19 and routine immunisation (RI) services. Global integration experiences and a brief discussion of integration efforts in Syria are also included. The brief is part of the Social Science in Humanitarian Action Platform (SSHAP) series on social science considerations relating to COVID-19 vaccines and was written for SSHAP by Nadia Butler supported by Soha Karam (Anthrologica). Verbal consultations and reviews of the draft were provided from response partners in Iraq and other locations within the region (IFRC MENARO, Iraq MoH, UNICEF Iraq, UNICEF MENARO, UNICEF Syria, WHO EMRO). The brief was requested by the UNICEF Middle East and North Africa Regional Office (MENARO) and is the responsibility of SSHAP.
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Niles, John S., and J. M. Pogodzinski. Steps to Supplement Park-and-Ride Public Transit Access with Ride-and-Ride Shuttles. Mineta Transportation Institute, July 2021. http://dx.doi.org/10.31979/mti.2021.1950.

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Public transit ridership in California declined in the five years before the pandemic of 2020–21 and dropped significantly further after the pandemic began. A sharp downward step in the level of transit boarding occurred after February 2020, and continues to the date of this report as a result of the public-health guidance on social distancing, expanded work-at-home, and a travel mode shift from public transit to private cars. A critical issue has come to the foreground of public transportation policy, namely, how to increase the quality and geographic reach of transit service to better serve the essential trips of mobility disadvantaged citizens who do not have access to private vehicle travel. The research focus of this report is an examination of the circumstances where fixed route bus route service could cost-effectively be replaced by on-demand microtransit, with equivalent overall zone-level efficiency and a higher quality of complete trip service. Research methods were reviews of documented agency experience, execution of simple simulations, and sketch-level analysis of 2019 performance reported in the National Transit Database. Available evidence is encouraging and suggestive, but not conclusive. The research found that substitutions of flexible microtransit for fixed route buses are already being piloted across the U.S., with promising performance results. The findings imply that action steps could be taken in California to expand and refine an emphasis on general purpose microtransit in corridors and zones with a relatively high fraction of potential travelers who are mobility disadvantaged, and where traditional bus routes are capturing fewer than 15 boardings per vehicle hour. To be sufficiently productive as fixed route replacements, microtransit service technologies in the same or larger zones need to be capable of achieving vehicle boardings of five per hour, a challenge worth addressing with technology applications. Delivery of microtransit service can be undertaken through contracts with a growing set of private sector firms, which are developing processes to merge general purpose customers with those now assigned to ADA-required paratransit and Medi-Cal-supported non-emergency medical transport.
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Eder, M., and S. Nag. Service Management Architectures Issues and Review. RFC Editor, January 2001. http://dx.doi.org/10.17487/rfc3052.

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