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Journal articles on the topic 'Service reviews'
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1
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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Zhu, Huawei, Rungting Tu, Wenting Feng, and Jiaojiao Xu. "The impacts of evaluation duration and product types on review extremity." Online Information Review 43, no. 5 (September 9, 2019): 694–709. http://dx.doi.org/10.1108/oir-11-2017-0331.
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Purpose Extreme online reviews can have great impacts on consumers’ purchase decisions. The purpose of this paper is to investigate when users are more likely to provide extreme ratings. The study draws inference from attitude certainty theory and proposes that review extremity is influenced by the interaction of evaluation duration and product/service types: for hedonic products/services, shorter evaluation duration can foster attitude certainty, leading to higher review extremity; in contrast, for utilitarian products/services, longer evaluation duration can increase attitude certainty, resulting in more extreme reviews. Design/methodology/approach Three studies were conducted to test the hypotheses: Study 1 is an empirical analysis of 3,000 reviews from an online retailing website; Studies 2 and 3 are two between-subject experiments. Findings Results from three studies confirm the hypotheses. Study 1 provides preliminary evidence on how review extremity varies in evaluations of different durations and product/service types. Results from Studies 2 and 3 show that for hedonic products/services, the shorter the evaluation duration, the more likely users are to give extreme ratings; however, for utilitarian products/service, the longer the evaluation duration, the more likely users are to give extreme reviews; and attitude certainty plays a mediating role between evaluation duration and review extremity. Originality/value Findings from this study provide understandings on when a fast rather than a slow evaluation can lead to more extreme reviews. The results also highlight the role of users’ attitude certainty in the underlying mechanism.
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Adams, David. "A Guide to Reviews in Community Service Agencies." Children Australia 13, no. 3 (1988): 21–23. http://dx.doi.org/10.1017/s0312897000001995.
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AbstractStatutory and coluntary community welfare agencies are increasingly unertaking ‘reviews’. However, there is limited understanding of the wider social policy events influencing the form and function of reviews. This article focusses on reviews in voluntary agencies and suggests reasons for the increase in level of review activity and provides practical guides on achieving a successful review process.
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Li, Qinglong, Xinzhe Li, Byunghyun Lee, and Jaekyeong Kim. "A Hybrid CNN-Based Review Helpfulness Filtering Model for Improving E-Commerce Recommendation Service." Applied Sciences 11, no. 18 (September 16, 2021): 8613. http://dx.doi.org/10.3390/app11188613.
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As the e-commerce market grows worldwide, personalized recommendation services have become essential to users’ personalized items or services. They can decrease the cost of user information exploration and have a positive impact on corporate sales growth. Recently, many studies have been actively conducted using reviews written by users to address traditional recommender system research problems. However, reviews can include content that is not conducive to purchasing decisions, such as advertising, false reviews, or fake reviews. Using such reviews to provide recommendation services can lower the recommendation performance as well as a trust in the company. This study proposes a novel review of the helpfulness-based recommendation methodology (RHRM) framework to support users’ purchasing decisions in personalized recommendation services. The core of our framework is a review semantics extractor and a user/item recommendation generator. The review semantics extractor learns reviews representations in a convolutional neural network and bidirectional long short-term memory hybrid neural network for review helpfulness classification. The user/item recommendation generator models the user’s preference on items based on their past interactions. Here, past interactions indicate only records in which the user-written reviews of items are helpful. Since many reviews do not have helpfulness scores, we first propose a helpfulness classification model to reflect the review helpfulness that significantly impacts users’ purchasing decisions in personalized recommendation services. The helpfulness classification model is trained about limited reviews utilizing helpfulness scores. Several experiments with the Amazon dataset show that if review helpfulness information is used in the recommender system, performance such as the accuracy of personalized recommendation service can be further improved, thereby enhancing user satisfaction and further increasing trust in the company.
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Oppenheim, Charles, Philip Redmond Drew, Patricia Layzell Ward, Ian M. Johnson, Linda Kerr, Ian Haydock, and Andrew Dalgleish. "Book Reviews." Library and Information Research 22, no. 72 (October 26, 2013): 38–45. http://dx.doi.org/10.29173/lirg346.
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Librarianship and information work worldwide 1998
Maurice Line, Graham Mackenzie, Paul,Sfarges (eds.)
Handbook of special librarianship and information work
Alison Scammell (ed.)
Survey of library services to schools and children in the UK
Claire Creaser and Alison Murphy
Modelling use at individual service points Claire Creaser
Library and information studies: research and professional i
practice (Proceedings of 2nd British-Nordic Conference 1997)
Micheline Beaulieu, Elisabah Davenport, Nils Ole Pors
Thesaurus construction and use: a practical manual
Jean Aitchison, Alan Gilchrist, David Bawden
Going online, CD-ROM and the Internet Phil Bradley
The Internet for library and information serrice professionals
Andy Dawson
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Ghasemaghaei, Maryam, Seyed Pouyan Eslami, Ken Deal, and Khaled Hassanein. "Reviews’ length and sentiment as correlates of online reviews’ ratings." Internet Research 28, no. 3 (June 4, 2018): 544–63. http://dx.doi.org/10.1108/intr-12-2016-0394.
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Purpose The purpose of this paper is twofold: first, to identify and validate reviews’ length and sentiment as correlates of online reviews’ ratings; and second, to understand the emotions embedded in online reviews and how they associate with specific words used in such reviews. Design/methodology/approach A panel data set of customer reviews was collected for auto, life, and home insurance from January 2012 to December 2015 using a web scraping technique. Using a sentiment analysis approach, 1,584 reviews for the auto, home, and life insurance services of 156 insurance companies were analyzed. Findings The results indicate that, since 2013, consumers have generally had more negative emotions than positive ones toward insurance services. The results also show that consumer review sentiment correlates positively and review length correlates negatively with consumer online review ratings. Furthermore, a two-way ANOVA analysis shows that, in general, short reviews with positive sentiment are associated with high review ratings. Practical implications The findings of this study provide service companies, in general, and insurance companies, in particular, with important guidelines that should be considered to increase consumers’ positive attitude toward their services. Originality/value This paper highlights the importance of sentiment analysis in identifying consumer reviews’ emotions and understanding the associations and interactions of reviews’ length and sentiment on online review rating, which can lead to improved marketing strategies.
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Szulc, Paula. "Editors' Reviews." Harvard Educational Review 66, no. 2 (July 1, 1996): 398–404. http://dx.doi.org/10.17763/haer.66.2.22643jv27n3h8572.
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Gay and Lesbian Youth Making History in MassachusettsBy the Massachusetts Governor's Commission on Gay and Lesbian Youth. 1994. 30 minutes. Free (donation requested). (617) 727-3600 ext. 312. Sexual Orientation: Issues Facing Gay and Lesbian YouthBy Wisconsin Public Television's Cooperative Educational Service Agency. 1992. 60 minutes. 195.00 (purchase); 50.00 (rental). (800) 633-7445. Hate, Homophobia, and SchoolsBy Wisconsin Public Television's Cooperative Educational Service Agency. 1995. 60 minutes. 195.00 (purchase; includes teacher's guide); 50.00 (rental). (800) 633-7445.
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Kelly, James. "Piloting Best Value and Better Government for Older People in Exeter." Journal of Integrated Care 7, no. 2 (April 1, 1999): 25–32. http://dx.doi.org/10.1108/14769018199900007.
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Exeter is currently the location for two major projects to improve people's involvement in the services they receive and develop civic awareness, promote liaison between the different agencies involved in public services, and carry out fundamental service reviews to produce services people want at a price they want to pay. This article reviews the Best Value Project which involves four principal public agencies in the city. The project has promoted widespread public consultation and the first six radical service reviews are under way. The Better Government for Older People Project has specifically aimed to improve older people's ability to take part in consultation, via a Visioning Day and the setting up of two focus groups to review transport for older people in the city and ways to improve communication with older people by public agencies.
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Manning, Suzanne. "Struggling to maintain diversity: The marginalisation of Playcentre in government early childhood education and care policy." New Zealand Annual Review of Education 23 (December 30, 2018): 96. http://dx.doi.org/10.26686/nzaroe.v23i0.5286.
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Playcentre is a parent cooperative early childhood service where parents are trained and supported as the educators in the service. Once considered a ‘mainstream’ service, policy has increasingly marginalised Playcentres in favour of supporting teacher-led services. This article gives a background of parent cooperative services, and then reviews policies of the fifth National government from 2008, with an emphasis on how these policies have accommodated or excluded Playcentre. This review is presented as an argument for maintaining diversity in the early childhood education and care sector by developing policy which accommodates parent cooperative services.
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Roberts, Joni A., and Carol A. Drost. "Internet Reviews." College & Research Libraries News 78, no. 10 (November 3, 2017): 572. http://dx.doi.org/10.5860/crln.78.10.572.
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L, Jayalakshmi. "Fake Review Detection on Using Machine Learning on Online Product Selling Platform." International Journal for Research in Applied Science and Engineering Technology 10, no. 7 (July 31, 2022): 3592–98. http://dx.doi.org/10.22214/ijraset.2022.45206.
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Abstract: The increasing popularity of online review systems motivates malevolent intent in competing sellers and service providers to manipulate consumers by fabricating product/service reviews. Immoral actors use Sybil accounts, Bot farms, and purchase authentic accounts to promote products and vilify competitors. Facing the continuous advancement of review spamming techniques, more research work is been carried out to assess the approaches explored to date to combat fake reviews, and regroup to define new ones. Fake reviews detection attracts many researchers’ attention due to the negative impacts on the society. Most existing fake reviews detection approaches mainly focus on semantic analysis of review’s contents. This project is aimed at fake review detection in online platform, to prevent damage due to deceptive reviews.We propose a Novel Fake Reviews Detection based on Logistic Regression technique
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Jayanto, Rahmat, Retno Kusumaningrum, and Adi Wibowo. "Aspect-based sentiment analysis for hotel reviews using an improved model of long short-term memory." International Journal of Advances in Intelligent Informatics 8, no. 3 (November 30, 2022): 391. http://dx.doi.org/10.26555/ijain.v8i3.691.
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Advances in information technology have given rise to online hotel reservation options. The user review feature is an important factor during the online booking of hotels. Generally, most online hotel booking service providers provide review and rating features for assessing hotels. However, not all service providers provide rating features or recap reviews for every aspect of the hotel services offered. Therefore, we propose a method to summarise reviews based on multiple aspects, including food, room, service, and location. This method uses long short-term memory (LSTM), together with hidden layers and automation of the optimal number of hidden neurons. The F1-measure value of 75.28% for the best model was based on the fact that (i) the size of the first hidden layer is 1,200 neurons with the tanh activation function, and (ii) the size of the second hidden layer is 600 neurons with the ReLU activation function. The proposed model outperforms the baseline model (also known as standard LSTM) by 10.16%. It is anticipated that the model developed through this study can be accessed by users of online hotel booking services to acquire a review recap on more specific aspects of services offered by hotels
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Hermanto, Hermanto, Antonius Yadi Kuntoro, Taufik Asra, Nurajijah Nurajijah, Lasman Effendi, and Ridatu Ocanitra. "SENTIMENT ANALYSIS ON GOJEK AND GRAB USER REVIEWS USING SVM ALGORITHM BASED ON PARTICLE SWARM OPTIMIZATION." Jurnal Pilar Nusa Mandiri 16, no. 1 (March 31, 2020): 117–22. http://dx.doi.org/10.33480/pilar.v16i1.1304.
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Users of the Gojek and Grab application can provide reviews or comments about the application on Google Play. Reviews in the form of giving opinions about their satisfaction or dissatisfaction with the services provided. So with the many opinions provided, making people selective in choosing an online motorcycle taxi service provider. The application with the best review will be chosen by the community. In previous studies regarding the classification of online ojek service review using the Naïve Bayes algorithm, C.45 and Random Forest produced an unsatisfactory accuracy of 69.18% at the highest value. This study aims to determine the extent of the analysis of Gojek and Grab application user reviews based on user comments by classifying negative and positive reviews with a higher level of accuracy than previous studies so that applications with the best reviews can be known for public consideration in using the application's services. The method used for data review classification is using the Support Vector Machine (SVM) based on Particle Swarm Optimization (PSO). The test results on the Grab application review get the highest accuracy results in the amount of 73.09% with AUC value = 0.804, while for the test results on the application review Gojek get an accuracy value of 65.59% and AUC value = 0.680
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Humphreys, John S., Pim Kuipers, Leigh A. D. Kinsman, Robert Wells, Judith Jones, and John Wakermann. "How far can systematic reviews inform policy development for “wicked” rural health service problems?" Australian Health Review 33, no. 4 (2009): 592. http://dx.doi.org/10.1071/ah090592.
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Policy makers and researchers increasingly look to systematic reviews as a means of connecting research and evidence more effectively with policy. Based on Australian research into rural and remote primary health care services, we note some concerns regarding the suitability of systematic review methods when applied to such settings. It suggests that rural and other health services are highly complex and researching them is akin to dealing with ?wicked? problems. It proposes that the notion of ?wicked? problems may inform our understanding of the issues and our choice of appropriate methods to inform health service policy. Key issues including the complexity of health services, methodological limitations of traditional reviews, the nature of materials under review, and the importance of the service context are highlighted. These indicate the need for broader approaches to capturing relevant evidence. Sustained, collaborative synthesis in which complexity, ambiguity and context is acknowledged is proposed as a way of addressing the wicked nature of these issues.
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Keh, Hean Tat, and Jin Sun. "The Differential Effects of Online Peer Review and Expert Review on Service Evaluations." Journal of Service Research 21, no. 4 (June 3, 2018): 474–89. http://dx.doi.org/10.1177/1094670518779456.
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The present research investigates the differential effects of online peer review and expert review on consumers’ evaluations of experience and credence services. We propose that these effects are mediated by consumers’ confidence in their service evaluation and moderated by information convergence. We conduct three studies to test our hypotheses. Study 1 shows that consumers evaluate experience (vs. credence) services more favorably when exposed to peer review (vs. expert review). Across the three studies, we show that the interaction effects between information source and service type on service evaluation are mediated by consumer confidence. Importantly, we identify the moderating role of information convergence on these effects (Studies 2 and 3). Convergent positive reviews substantiate the interaction effects between information source and service type on service evaluation. Interestingly, when consumers see mixed information from either similar or different sources, negative expert review has greater influence than negative peer review in lowering consumer confidence and their evaluations of both experience and credence services. These findings contribute to the literature on information processing in the services domain and also have significant practical implications on managing consumer expectations of third-party information.
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Berry, Jonathan, Alan Hopkinson, Vanda Broughton, Charles Oppenheim, Claire Creaser, Helen Ashton, and John Sumsion. "Book Reviews." Library and Information Research 24, no. 77 (June 27, 2013): 40–46. http://dx.doi.org/10.29173/lirg308.
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Sources of unofficial UK statistics. David Mort and Wendy Wilkins
Information sources in development studies. Sheila Allcock (ed.)
The future of classification. Rita Marcella and Arthur Maltby
Knowledge discovery in bibliographic databases [Library Trends 48]. Jian Qin and Jay Norton (eds.)
The integrated accessible library: a model of service development for the 21"'century [REVIEL Report]. Peter Brophy and Jenny Craven
Disaster and after: the practicalities of information service in times of war and other catastrophes. Paul Sturges and Diana Rosenberg (eds.).
Reading the Situation. Book Marketing Ltd & the Reading Partnership
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Naeem, Muhammad. "Role of social networking platforms as tool for enhancing the service quality and purchase intention of customers in Islamic country." Journal of Islamic Marketing 10, no. 3 (September 9, 2019): 811–26. http://dx.doi.org/10.1108/jima-11-2018-0214.
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Purpose Customers are increasingly focused to find reviews, discussions and feedbacks on social media related to particular services in which they are interested. This paper aims to find which social networking platforms are more frequently used to provide reviews related to services, and based on these reviews, how service providing organizations can enhance the level of service quality and purchase intention of customers. Design/methodology/approach The research approach for this study is based on interpretivism assumptions and qualitative research design. The semi-structured and non-directive interviews were conducted to collect data from customers and marketing team of internet service provider and banking organization. These selected organizations have major shares in markets and a large number of customers. The participants were selected based on purposive sampling technique and their contribution in services-related discussion on social networking platforms. Findings Findings of this research highlighted that social networking platforms such as official Facebook page of selected service providing organizations, closed public discussion groups on Facebook, WhatsApp groups of family and friends and YouTube videos comment section are more frequently used to create service reviews and purchase intention of customers. Above all, results also reveal that customers are more frequently used Facebook discussion groups (public or private) for generating services reviews for selected bank and internet service provider. Research limitations/implications The effective and efficient use of these social networking platforms can enhance interactive communication, services reviews, feedbacks, intention to purchase, social influence, social trust and services quality. Furthermore, social media platforms required lower level of advertisement cost and offered huge amount of enquires, discussions, transactions, word of mouth, services stories and interactions of consumers. Originality/value There is rare research available on how and which social networking applications can enhance the level of service quality of services sector organizations especially in the context of Islamic countries. Most of the available literature has been investigated the link of social media and traditional marketing related constructs. This research is exploratory in nature because it investigates under-researched issue regarding the use of social networking applications to enhance the level of service quality and purchase intention of customers.
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Hanantyo, Burhanuddin. "The Factors Affected m-Services Adoption in Airports." JOURNAL OF INFORMATICS AND TELECOMMUNICATION ENGINEERING 6, no. 1 (July 23, 2022): 309–24. http://dx.doi.org/10.31289/jite.v6i1.7559.
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This research focus on the factors which affected m-Services utilization in airport from airport’s functionaries point of view. Also, the background of this research is related to some former researches which defined some models that may increase the exertion of electronic mobile based service application (m-Services) such as: TAM, UTAUT, and UTAUT2. However, the former literature reviews only elucidate the factors which affect the increasing of m-Services or mobile technologies/ self service technology exertion from customer point of view. While, there are less of them apprising the factors affected m-Services adoption from airport’s functionaries point of view. The purpose of this study is fulfilling the lack in the literature review by apprising the study towards airport’s functionaries point of view. To reach the purpose of the study, this study applies literature review method. The literature review’s source of this study is originated from some international journals which discuss the factors of airport’s functionaries side. The result of this study are the Explanation of the factors affected m-Service adoption or mobile technologies/ self-services technology from airport’s functionaries point of view and the development of conceptual model related to the factors affected m-Services adoption from airport’s function perspective.
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Atabay, Leyla, and Beykan Çizel. "Comparative Content Analysis of Hotel Reviews by Mass Tourism Destination." Journal of Tourism and Services 11, no. 21 (December 31, 2020): 147–66. http://dx.doi.org/10.29036/jots.v11i21.163.
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This article examines user-generated content (UGC) related to hotels in three different mass tourism destinations (Antalya, Majorca, and Sharm El Sheikh) that offer services with the all-inclusive system (AIS) to comparatively analyses tourists' evaluations and emotions about service components. While the study was designed with the content analysis method, text mining and sentiment analysis were used together. Customer reviews (UGC) of top hotels in three different mass tourism destinations were collected from an on-line travel review site. A total of 3588 English hotel reviews were analysed by the R program. Analysis of the reviews for famous mass tourism destination hotels in the Mediterranean region has also clearly revealed the priority service characteristics (rooms, staff, and food) and dominant emotions for hotels in all destinations in comparison. Moreover, the multiple correspondence analysis results clearly show how the emotions about the services of the hotels in three different regions diverge. Analysis results provide important clues for mass tourism destination hotels working with AIS.
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Khan, Mahoor. "An Efficient QR Methodology for Authentication of Reviews in Hospitality Sector." International Journal for Research in Applied Science and Engineering Technology 9, no. 11 (November 30, 2021): 1837–43. http://dx.doi.org/10.22214/ijraset.2021.39115.
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Abstract: Consumer-created reviews of services are a critical driver of everyday decision-making. A service that has a higher average review or rating usually gets picked against a similar service with less favourable reviews. Customer feedbacks are useful for restaurants in order for them to recognize their strengths and weaknesses, and therefore generate ideas to enhance their services. Social media applications already provide us with an option of sharing our reviews which helps a new visitor to know the place in advance, but it is really hard to get a holistic view of the restaurant mainly due to the fact that almost anyone can submit a review regardless of whether they have actually visited the restaurant or not. Some mischievous people deliberately put-up misleading reviews about a particular restaurant due to which other people get a bad image of that restaurant, thus bringing down the business. This paper aims to address all these concerns specifically. The objective was to build an interface that would prevent malicious users uploading deceptive reviews about a restaurant. Two techniques namely Bill Number Concept and QR Code Concept were proposed to build the required interface. Sentiment Analysis was then used to convert these reviews into ratings. The interface created using the mentioned techniques enabled only verified users to submit their reviews thereby successfully preventing malicious users from submitting a review. Keywords: feedback, reviews, bill number, QR code, sentiment analysis
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Rani, Uma, Surjeet Dalal, and Jugnesh Kumar. "Optimizing performance of fuzzy decision support system with multiple parameter dependency for cloud provider evaluation." International Journal of Engineering & Technology 7, no. 1.2 (December 28, 2017): 166. http://dx.doi.org/10.14419/ijet.v7i1.2.9044.
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In today’s world, technological trend offers computing resources as services through the internet in on-demand or pay-as-you-go approach. These services are provided by different cloud service providers. Due to which trust on the any service provider is a choice of any customer. In order to choose a reputed cloud service provider a new method using the concept of fuzzy has proposed in this paper. This method enhanced the customer’s satisfaction level of using cloud services by avoiding ambiguities in fuzzy interface system (FIS) through optimization.Proposed fuzzy rule-based decision support system is collaborating with advanced fuzzy system optimized using a swarm intelligent firefly algorithm that facilitates the consumers in selecting right CSP based upon their rating value. It conducts three different reviews of three different components, i.e. customer review, service provider review and public review. Results are carried out on the basis of both simple and the optimized fuzzy, and it is found that the optimized fuzzy surpasses the simple fuzzy logic.
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Williams, Robert C. "Reviews of Books:Lenin: A Biography Robert Service." American Historical Review 107, no. 2 (April 2002): 663–64. http://dx.doi.org/10.1086/532474.
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Chen, Jianyun, and Zhipeng Li. "Online Service Outsourcing Auctions With Endogenous Reviews." IEEE Access 8 (2020): 228225–35. http://dx.doi.org/10.1109/access.2020.3045964.
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Saltman, Richard B. "Book Reviews: Reshaping the National Health Service." Health Services Management Research 2, no. 1 (March 1989): 75–77. http://dx.doi.org/10.1177/095148488900200112.
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Golmohammadi, Alireza, Anna S. Mattila, and Dinesh K. Gauri. "Negative online reviews and consumers’ service consumption." Journal of Business Research 116 (August 2020): 27–36. http://dx.doi.org/10.1016/j.jbusres.2020.05.004.
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Kim, JungHoon, and Byungsun Yang. "A Smart City Service Business Model: Focusing on Transportation Services." Sustainability 13, no. 19 (September 29, 2021): 10832. http://dx.doi.org/10.3390/su131910832.
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Most cities have adopted smart city services to solve urban problems. However, an examination of their operations reveals that many of these services have either been discontinued or have failed to advance further since they were not profitable. Therefore, this study reviews and proposes the business models of smart city services at a fundamental level. It defines and classifies the smart city service focusing on transportation and the components. The business model has been constructed for electric vehicles and autonomous shuttle businesses in terms of transportation services. It found that the model was profitable in each business only when various stakeholders were linked for mutual interests. Since various service stakeholders cooperate in smart city service, if one of them is unable to secure profitability, it is difficult to operate the smart city service fully. Therefore, a detailed review of the business model is required before providing a smart city service.
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Bradley, Graham L., Beverley A. Sparks, and Karin Weber. "Perceived prevalence and personal impact of negative online reviews." Journal of Service Management 27, no. 4 (August 15, 2016): 507–33. http://dx.doi.org/10.1108/josm-07-2015-0202.
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Purpose – Technological advancement and growth in social media have meant that customers are increasingly using the internet to write a review or express opinions about products and services. Many of these online reviews are critical of service organizations and workers. The purpose of this paper is to document the experiences that service industry personnel have of negatively valenced, customer-authored, online reviews, the personal impact of these reviews, and the manner in which participants respond emotionally and behaviorally to these reviews. Design/methodology/approach – This research drew on the stress, coping, and service literature, with particular emphasis on stress appraisal theory. The study involved the completion of an anonymous online questionnaire by 421 restaurant owners, managers, and employees. Findings – Many respondents reported feelings of anger and use of maladaptive coping strategies in response to negative online reviews (NORs). Smaller numbers reported feelings of embarrassment and guilt, and thoughts of leaving the industry. Factors pertaining to respondents’ online review exposure, emotional responses, and coping strategies predicted the effects of negative reviews on thoughts of exiting current employment. Research limitations/implications – The findings have implications for protecting worker well-being and job tenure in an industry deeply affected by electronic word-of-mouth. Replication is recommended using a longitudinal design and more objective data obtained from validated instruments and independent sources. Originality/value – This survey provides the first known evidence of the personal impact of NORs on business owners, managers, and employees.
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Ha, Erin Younhee, and Heejung Lee. "Projecting service quality: The effects of social media reviews on service perception." International Journal of Hospitality Management 69 (January 2018): 132–41. http://dx.doi.org/10.1016/j.ijhm.2017.09.006.
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Zelenka, Josef, Tracy Azubuike, and Martina Pásková. "Trust Model for Online Reviews of Tourism Services and Evaluation of Destinations." Administrative Sciences 11, no. 2 (March 24, 2021): 34. http://dx.doi.org/10.3390/admsci11020034.
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Obtaining information about destinations and services they provide is ever more based on user-generated content (UGC), which includes reviews of tourism services as well as evaluation of attractions and destinations by visitors. The growing importance of reviews of tourism services is recognized by tourism service providers, and some of them influence the content of reviews on review sites. At the same time, procedures for the prevention of false and misleading reviews, as well as their detection, are being intensively developed. This is documented in relevant sources, which were identified especially on the Web of Science, Scopus, Sciencedirect, Researchgate and the websites of MDPI, Emerald and Taylor & Francis Online. The aim of this study is to reveal how the verification of reviews can be improved with the intention to increase confidence in the review sites. In the form of case studies of TripAdvisor and Booking.com, the current rise of trust in reviews on these review sites was analysed and documented. The outputs of research include a SWOT analysis, processual analysis and an analysis of verification process, conditions, factors affecting trust in reviews on review sites. On these bases, a conceptual model for providing verified reviews of tourism services or verified destination assessment and two process models for providing verified reviews of tourism services and for providing verified destination assessment have been drawn up.
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Erfina, Adhitia, and Muhamad Fani Al-shufi. "ANALISIS SENTIMEN APLIKASI JASA KURIR DI PLAY STORE MENGGUNAKAN ALGORITMA NAIVE BAYES." Jurnal Sistem Informasi dan Informatika (Simika) 5, no. 2 (August 28, 2022): 103–10. http://dx.doi.org/10.47080/simika.v5i2.1789.
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Along with the passage of sales through the marketplace. The courier service industry has also experienced an increase. There are many choices of courier services to choose from, each courier service has different qualities depending on how the service provided by the courier service to customers. To find out the quality of courier services, this research was carried out, this research was conducted on courier service applications on Playstore, usually the best application predicate is for applications with a high number of downloads and ratings, while comments from users must also be considered to get results which is relevant. In this study, the Naïve Bayes algorithm is used because it has a high level of accuracy to determine the best courier service application. Based on the research that has been done, the highest accuracy value is obtained by the JNT application of 100% but has a positive sentiment of 50 reviews. The two JNE applications with an accuracy value of 98% with a positive sentiment of 46 reviews, the three ninjaxpres applications with an accuracy value of 97.87% with a positive sentiment of 49 reviews, the fourth by the Sicepat application with an accuracy value of 97.85% with a positive sentiment of 47 reviews and finally by the Idexpress application with an accuracy value of 94% with a positive sentiment of 49 reviews.
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Namasivayam, Pathmavathy, Dung T. Bui, Christine Low, Tony Barnett, Heather Bridgman, Pauline Marsh, and Simone Lee. "The use of telehealth in the provision of after-hours palliative care services in rural and remote Australia: A scoping review." PLOS ONE 17, no. 9 (September 26, 2022): e0274861. http://dx.doi.org/10.1371/journal.pone.0274861.
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Background Accessing quality palliative care, especially at the end of life is vital in reducing physical and emotional distress and optimising quality of life. For people living in rural and remote Australia, telehealth services can be effective in providing access to after-hours palliative care. Objective To review and map the available evidence on the use of telehealth in providing after-hours palliative care services in rural and remote Australia. Method Scoping review using Arksey and O’Malley methodological framework. Findings are reported in accordance with the Preferred Reporting Items for Systematic reviews and Meta-Analyses extension for Scoping Reviews (PRISMA-ScR). Scopus, Web of Science, CINAHL Complete, Embase via Ovid, Emcare via Ovid, and Medline via Ovid databases were searched. Peer-reviewed studies and grey literature published in English from 2000 to May 2021 were included. Results Twelve studies were included in the review. Four main themes were identified: 1) Stakeholder perceptions of service; 2) benefits to services and users; 3) service challenges; and 4) recommendations for service improvement. Conclusion Telehealth can connect patients and families with healthcare professionals and enable patients to continue receiving care at home. However, challenges relating to patients, service, staff skills, and experience need to be overcome to ensure the success and sustainability of this service. Improved communication and care coordination, better access to patient records, and ongoing healthcare professional education are required. Implications Protocols, comprehensive policy documents and standardized operating procedures to guide healthcare professionals to provide after-hours palliative care is needed. Ongoing education and training for staff is crucial in managing patients’ symptoms. Existing service gaps need to be explored and alternative models of after-hours palliative care need to be tested.
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Zhang, Wen Tu, Il Young Choi, Yun Joo Hyun, and Jae Kyeong Kim. "Hotel Service Analysis by Penalty-Reward Contrast Technique for Online Review Data." Sustainability 14, no. 12 (June 15, 2022): 7340. http://dx.doi.org/10.3390/su14127340.
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Hotel reviews play an important role in the selection of hotels by travelers. Online travel platforms (e.g., Tripadvisor, Expedia) provide multi-criteria (e.g., room, service, location, sleep quality, etc.) ratings to make it easier for travelers to choose a hotel from reviews. Through penalty-reward contrast analysis (PRCA), this study aims to explore the asymmetric effects of attribute performance (Value, Cleanliness, Location, Rooms, Service, and Sleep Quality) on customer satisfaction with different geographic and cultural backgrounds using review data from hotels in Shanghai, Seoul, and New York. This study compares the asymmetric effects of attribute performance on customer satisfaction of hotels in different cities. At the same time, this study compares the asymmetric effects of attribute performance on customer satisfaction of reviews that are written in English and reviews that are written in the domestic language of hotels in the same city. The findings of this study help hotel managers serve customers from different cultural backgrounds and improve hotel services by identifying the criteria that affect customer satisfaction. As a result, it will be possible to improve the service and profitability of the hotel.
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Villarroel Ordenes, Francisco, and Shunyuan Zhang. "From words to pixels: text and image mining methods for service research." Journal of Service Management 30, no. 5 (November 29, 2019): 593–620. http://dx.doi.org/10.1108/josm-08-2019-0254.
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Purpose The purpose of this paper is to describe and position the state-of-the-art of text and image mining methods in business research. By providing a detailed conceptual and technical review of both methods, it aims to increase their utilization in service research. Design/methodology/approach On a first stage, the authors review business literature in marketing, operations and management concerning the use of text and image mining methods. On a second stage, the authors identify and analyze empirical papers that used text and image mining methods in services journals and premier business. Finally, avenues for further research in services are provided. Findings The manuscript identifies seven text mining methods and describes their approaches, processes, techniques and algorithms, involved in their implementation. Four of these methods are positioned similarly for image mining. There are 39 papers using text mining in service research, with a focus on measuring consumer sentiment, experiences, and service quality. Due to the nonexistent use of image mining service journals, the authors review their application in marketing and management, and suggest ideas for further research in services. Research limitations/implications This manuscript focuses on the different methods and their implementation in service research, but it does not offer a complete review of business literature using text and image mining methods. Practical implications The results have a number of implications for the discipline that are presented and discussed. The authors provide research directions using text and image mining methods in service priority areas such as artificial intelligence, frontline employees, transformative consumer research and customer experience. Originality/value The manuscript provides an introduction to text and image mining methods to service researchers and practitioners interested in the analysis of unstructured data. This paper provides several suggestions concerning the use of new sources of data (e.g. customer reviews, social media images, employee reviews and emails), measurement of new constructs (beyond sentiment and valence) and the use of more recent methods (e.g. deep learning).
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Naeem, Muhammad. "Do social networking platforms promote service quality and purchase intention of customers of service-providing organizations?" Journal of Management Development 38, no. 7 (August 12, 2019): 561–81. http://dx.doi.org/10.1108/jmd-11-2018-0327.
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Purpose Customers are interested in finding service recommendations, reviews and word of mouth using social networking platforms. These service reviews are useful for enhancing service quality, level of information and engagement, and purchase intention of customers. The purpose of this paper is to uncover which social networking platform is more useful for the exchange of service reviews and how organizations are improving purchase intention as well as service quality in the light of customer’s reviews/experiences. Design/methodology/approach The study is exploratory in nature because it aims to understand the use of social networking platforms for enhancing service quality and the purchase intention of customers using a purposive sampling technique. To meet the objective of this study, non-directive and semi-structured interviews have been conducted with customers and marketing teams in the banking sector and internet service providers. Findings The results show that social networking websites are helpful in fostering responsiveness, awareness, assurance, reliability and empathy. However, respondents revealed serious concerns regarding the privacy of personal and financial information especially in the context of the banking sector. It has been found that official Facebook pages of service-providing organizations, open and closed local community Facebook groups, sponsored ads and promotional advertisements on Facebook, WhatsApp groups and YouTube video comments are more frequently used to exchange service reviews (i.e. influence the process of purchase decision) among friends, friends of friends, family members and the general public. The selected customers and market team respondents revealed that local community Facebook groups (i.e. open groups and closed groups) have gained prime importance for enhancing service quality and purchase decisions. Practical implications The effective and well-organized use of social networking platforms can foster service reviews, word of mouth, level of service awareness, interactive communication, intention to purchase, social influence, social trust and services quality. Furthermore, online social networking platforms require a lower level of advertisement costs and offer huge amounts of information, discussions, enquires, service stories, word of mouth, transactions and interactions of consumers. Originality/value The present study is exploratory in nature because it selects an under-researched issue regarding the use of social networking applications to enhance levels of purchase intention and service quality. There is limited literature which has combined the multiple constructs in a single study (i.e. social media platforms, cross-platform platforms, service quality and purchase intention of consumers). Most of the previous studies are dependent on various dimensions of service quality (i.e. “reliability, responsiveness, assurance, empath and tangibles”). However, the present study extracted that respondents have given more preferences of services awareness and privacy compared to traditional elements of service quality.
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Sharma, Suyash, Mansha Kalra, and Ashu Sharma. "Amazon customer service: Big data analytics." Model Assisted Statistics and Applications 17, no. 4 (December 5, 2022): 231–37. http://dx.doi.org/10.3233/mas-220403.
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“Amazon Big Data”, conducts a thorough analysis on the e-commerce industry using big data and how certain trends can affect the functioning of the organizations delving in the field. With the growth of e-commerce, there has been a significant rise of the online consumers’ footprint. Companies such as Amazon, Flipkart and other e-commercial platforms have accrued huge chunks of consumer information, especially since the start of the pandemic. In this industry, reviews and ratings given to a product play a crucial role in determining the sentiments of the customers associated towards making the final purchase. Such factors account for the brand’s sales and image. In today’s landscape, a careful customer goes through the ratings of the product, its reviews which serve as a medium of screening. In a tie between two similar products, customers purchase a product with higher ratings and better reviews. Therefore, this leads us to the development of an ideal rating metric that is significant for the sales of the product. Moreover, become a tool for product differentiation. This manuscript is a method to standardize the ratings of customers and preserve the sanctity of the data. We discuss models which are an amalgamation of customer ratings, their respective reviews and a sentiment scored derived from the same review. These models also help us define customer clusters with different personalities based on their reviews and ratings. In addition to this, customer segmentation is a future scope to deep dive into the sales data and understand the financial behavior of a customer.
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Paramita, Nadya, and Siska Noviarisanti. "Service Quality Analysis of Mhealth Services Using Text Mining Method : Alodokter and Halodoc." International Journal of Management, Finance and Accounting 2, no. 2 (August 31, 2021): 1–21. http://dx.doi.org/10.33093/ijomfa.2021.2.2.1.
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The digital transformation of health services causes an increasing number of digital health service providers in Indonesia. The user shares their experiences and reviews each other on the online platform. This study aims to understand user perceptions of m-health services in Indonesia based on m-health service quality with a big data approach. Research using text mining is derived from the results of the reviews of the application Alodokter and Halodoc. User-generated content was gathered from the platform Google Play Store in the period April to December 2020. Based on the sentiment analysis, Alodokter performs well with 73% positive and 27% negative, while Halodoc also dominated with 86% positive and 14% negative. User reviews are categorized based on three dimensions of health service quality with a multiclass classification. It is possible to identify the word networks that often appear in user reviews through text network analysis. The dimension that reviews chiefly on Alodokter and Halodoc is perceived outcome quality. The result of this study could help or use as guidance to be a reference for evaluations to improve Indonesia's quality of m-health services.
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Murphy, Peter, Paresh Wankhade, and Katarzyna Lakoma. "The strategic and operational landscape of emergency services in the UK." International Journal of Emergency Services 9, no. 1 (August 26, 2019): 69–88. http://dx.doi.org/10.1108/ijes-12-2018-0062.
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Purpose The organisational and service delivery landscape of the emergency services in the UK has been rapidly changing and is facing further change in the foreseeable future. The purpose of this paper is to examine recent and ongoing organisational changes in the policy development, service delivery and regulatory landscape of the emergency services, in order to capture the overall picture and potential opportunities for improvement or further investigation. Design/methodology/approach This general review utilises the characteristics of the three domains of a national framework, namely, policy development, service delivery and public assurance, and uses these characteristics as lenses to examine the three main blue light emergency services of police, fire and ambulances. Findings What emerges in the organisational landscape and conceptual maps for the police and even more so for the Fire and Rescue Service, is the immaturity of many of the organisations in the policy and the public assurance domains while the service delivery organisations have remained relatively stable. In the relatively neglected ambulance services, we find the NHS’s recent Ambulance Response Programme has considerable potential to improve parts of all three domains. Research limitations/implications The review is limited to the UK and primarily focussed on England. Practical implications The review identifies opportunities for improvement, potential improvement and further research. Originality/value Although the National Audit Office has attempted in the past to provide organisational landscape reviews of individual emergency services, this contemporary comparative review of all three services using a common model is unique. It provides considerable new insights for policy makers, service delivers and regulators.
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Spinks, Jean, Stephen Birch, Amanda J. Wheeler, Lisa Nissen, Christopher Freeman, Thao Thai, and Joshua Byrnes. "Provision of home medicines reviews in Australia: linking population need with service provision and available pharmacist workforce." Australian Health Review 44, no. 6 (2020): 973. http://dx.doi.org/10.1071/ah19207.
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ObjectiveIdentifying and quantifying the health needs of a population are the basis of evidence-based health policy and workforce planning. The motivation for undertaking the present study was to evaluate whether the current level of medication review services corresponds to population need, as proxied by the rate of polypharmacy, and to undertake a preliminary analysis of the sufficiency of the current workforce. This paper: (1) estimates the age- and sex-standardised rates of polypharmacy as a proxy for population need for home medicines review; (2) compares the rate of polypharmacy with current service provision of home medicines reviews; and (3) links the estimated need for services with the current number and location of pharmacist providers. MethodsAge- and sex-adjusted polypharmacy rates, by state, were estimated from the National Health Survey of Australia (2017–18), service levels were estimated from national-level administrative claims data (2017–18) and the current workforce was estimated from the Australian Association of Consultant Pharmacists (2018). The current level of service provision was compared to the estimated population need for services, alongside the size of the pharmacy workforce required if need was met. ResultsThe adjusted rate of polypharmacy in Australia, using the strictest definition of ≥10 medications and ≥3 current chronic illnesses, was 1389 per 100000 population. The illustrative needs-based analysis suggests that there may be a disconnect between the current level of service provision and population health needs. ConclusionGiven that polypharmacy is a risk factor for medication-related problems, and that medication review is one of the few targeted strategies currently available to address medication-related problems in the population, service provision may be inadequate. Policy options to improve service provision could include interventions to increase workforce productivity and relaxing the current eligibility criteria for review, especially in rural and remote areas. What is known about the topic?Polypharmacy is a risk factor for medication-related problems, which can cause increased morbidity and mortality in the population. What does this paper add?This paper provides representative, population-based rates of polypharmacy in Australia and uses these rates in a needs-based analysis of service provision and workforce adequacy to provide home medicines review services. What are the implications for practitioners?Several policy options are available for consideration, including interventions to increase workforce productivity and relaxation of the current eligibility criteria for medicines review, especially in rural and remote areas.
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Farahmandpour, Zeinab, Mehdi Seyedmahmoudian, and Alex Stojcevski. "A Review on the Service Virtualisation and Its Structural Pillars." Applied Sciences 11, no. 5 (March 8, 2021): 2381. http://dx.doi.org/10.3390/app11052381.
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Continuous delivery is an industry software development approach that aims to reduce the delivery time of software and increase the quality assurance within a short development cycle. The fast delivery and improved quality require continuous testing of the developed software service. Testing services are complicated and costly and postponed to the end of development due to unavailability of the requisite services. Therefore, an empirical approach that has been utilised to overcome these challenges is to automate software testing by virtualising the requisite services’ behaviour for the system being tested. Service virtualisation involves analysing the behaviour of software services to uncover their external behaviour in order to generate a light-weight executable model of the requisite services. There are different research areas which can be used to create such a virtual model of services from network interactions or service execution logs, including message format extraction, inferring control model, data model and multi-service dependencies. This paper reviews the state-of-the-art of how these areas have been used in automating the service virtualisation to make available the required environment for testing software. This paper provides a review of the relevant research within these four fields by carrying out a structured study on about 80 research works. These studies were then categorised according to their functional context as, extracting the message format, control model, data model and multi-service dependencies that can be employed to automate the service virtualisation activity. Based on our knowledge, this is the first structural review paper in service virtualisation fields.
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Zhang, Ning, Rui Zhang, Zhiliang Pang, Xue Liu, and Wenfei Zhao. "Mining Express Service Innovation Opportunity From Online Reviews." Journal of Organizational and End User Computing 33, no. 6 (November 2021): 1–15. http://dx.doi.org/10.4018/joeuc.20211101.oa3.
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In order to further meet the diversified needs of customers and enhance market competitiveness, it is necessary for express delivery enterprises to carry out service innovation. From the perspective of customer demand, we propose a framework for mining service innovation opportunities. This framework uses text mining to analyze user generated content and tries to provide a scientific service innovation scheme for express enterprises. Firstly, we crawl online reviews of express companies and use LDA model to identify service attributes. Secondly, customer satisfaction is calculated by sentiment analysis, and simultaneously, the importance of each service attribute is calculated. Finally, we carry out an opportunity algorithm with the results of text mining to quantify the innovation opportunities of service attributes. The results show that the framework can effectively identify service innovation opportunities from the perspective of customer demand. This study provides a new way to explore the direction of service innovation from the perspective of customer demand.
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Stamolampros, Panagiotis, Nikolaos Korfiatis, Panos Kourouthanassis, and Efthymia Symitsi. "Flying to Quality: Cultural Influences on Online Reviews." Journal of Travel Research 58, no. 3 (April 9, 2018): 496–511. http://dx.doi.org/10.1177/0047287518764345.
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Customers increasingly consult opinions expressed online before making their final decisions. However, inherent factors such as culture may moderate the criteria and the weights individuals use to form their expectations and evaluations. Therefore, not all opinions expressed online match customers’ personal preferences, neither can firms use this information to deduce general conclusions. Our study explores this issue in the context of airline services using Hofstede’s framework as a theoretical anchor. We gauge the effect of each dimension as well as that of cultural distance between the passenger and the airline on the overall satisfaction with the flight as well as specific service factors. Using topic modeling, we also capture the effect of culture on review text and identify factors that are not captured by conventional rating scales. Our results provide significant insights for airline managers about service factors that affect more passengers from specific cultures leading to higher satisfaction/dissatisfaction.