Cases on managing E-services:
"This book lays the theoretical foundations for understanding e-services as well as provide real life cases of e-services"--Provided by publisher
Gespeichert in:
| Format: | Buch |
|---|---|
| Sprache: | English |
| Veröffentlicht: |
Hershey, Pa. [u.a.]
Information Science Reference
2009
|
| Schriftenreihe: | Premier reference source
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Zusammenfassung: | "This book lays the theoretical foundations for understanding e-services as well as provide real life cases of e-services"--Provided by publisher "This book lays the theoretical foundations for understanding e-services as well as provide real life cases of e-services"--Provided by publisher |
| Beschreibung: | XXIII, 299 S. Ill., graph. Darst., Kt. |
| ISBN: | 9781605660646 9781605660653 |
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Datensatz im Suchindex
| _version_ | 1804139126631432192 |
|---|---|
| adam_text | Table of Contents
Foreword..............................................................................................................................................xv
Preface................................................................................................................................................xvi
Acknowledgment..............................................................................................................................xxiii
Section I
Issues and Challenges of E-Services
Chapter I
Services, E-Services, and Nonservices........................................................................................
Anders Henten, Center for Communication, Media and Information Technologies (CMI),
Aalborg University, Denmark
Chapter II
Developing Measures and Standards for the European Electronic Signatures Market........................10
Ioannis P. Chochliouros, Hellenic Telecommunications Organization S.A. (OTE), Greece
Anastasia S. Spiliopoulou, Hellenic Telecommunications Organization S.A. (OTE), Greece
Tilemachos D. Doukoglou, Hellenic Telecommunications Organization S.A. (OTE), Greece
Elpida Chochliourou, General Prefectorial Hospital Georgios Gennimatas , Greece
Chapter III
Quality Assessment of Digital Services in E-Government with a Case Study in an Italian Region .... 28
Flavio Corradini, University of Camerino, Italy
Alberto Polzonetti, University of Camerino, Italy
Barbara Re, University of Camerino, Italy
Chapter IV
Self-Service Systems: Quality Dimensions and Users Profiles...........................................................48
Calm Gurau, GSCM- Montpellier Business School, France
Chapter V
Online Journalistic Services: Are Digital Newspapers Complementary to Traditional Press?............60
Carlos Flavian Blanco, University ofZaragoza, Spain
Raquel Gurrea Sarasa, University ofZaragoza, Spain
Section II
Cases on Business-to-Consumer E-Services
Chapter VI
Profightstore.com: Developing an Online Store for the Niche Market................................................76
Mirjana Pejic-Bach, Faculty of Economics Business—Zagreb University, Croatia
Mir an Pejic-Bach, Dux Sport d.o.o., Croatia
Chapter VII
Emerging E-Services in Accounting: A Longitudinal Case Study........................................................89
Benita M. Gullkvist, Hanken School of Economics, Finland
Chapter VIII
elnsurance: Developing Customer-Friendly Electronic Insurance Services from the Novel
Project Perspective..............................................................................................................................107
Aki Ahonen, OP Bank Group Central Cooperative, Finland
Jarno Salonen, VTT Technical Research Centre of Finland, Finland
Raija Jarvinen, National Consumer Research Centre, Finland
Jouni Kivisto-Rahnasto, Tampere University of Technology, Finland
Chapter IX
eBay: An E-Titan Success Story.........................................................................................................126
Zhongxian Wang, Montclair State University, USA
James Yao, Montclair State University, USA
Ruiliang Yan, Virginia State University, USA
Jeffrey Hsu, Fairleigh Dickinson University, USA
Section III
Cases on Business-to-Business E-Services
Chapter X
Limitations and Perspectives on Use of E-Services in Engineering Consulting................................141
Hanne Westh Nicolajsen, CMI, Aalborg University, Denmark
Morten Falch, CMI, Aalborg University, Denmark
Chapter XI
The Role of E-Services in the Transition from the Product Focus to the Service Focus
in the Printing Business: Case Lexmark...................................................................................................156
Esko Penttinen, Helsinki School of Economics, Finland
Timo Saarinen, Helsinki School of Economics, Finland
Pekka Sinervo, Lexmark, Finland
Chapter XII
Evolution of Online Financial Trading Systems: E-Service Innovations in the
Brokerage Sector.......................................................................................................................................166
Alexander Yap, Martha and Spencer Love School of Business, Eton University, USA
Wonhi Synn, Martha and Spencer Love School of Business, Elon University, USA
Section IV
Cases on E-Government
Chapter XIII
The Case of Roskilde University E-Services............................................................................................189
Simon Heilesen, Roskilde University, Denmark
Chapter XIV
E-Services in Danish Research Libraries: Issues and Challenges at Roskilde University
Library.......................................................................................................................................................204
Ada Scupola, Roskilde University, Denmark
Chapter XV
Introducing E-Procurement in a Local Healthcare Agency......................................................................218
Tommaso Federici, University of Tuscia, Italy
Chapter XVI
Providing Telemental Health Services after Disasters: A Case Based on the
Post-Tsunami Experience..........................................................................................................................238
Shashi Bhushan Gogia, S.A.T.H.I, AMLA MEDIQUIP and Indian Association for Medical
Informatics, India
Chapter XVII
vGOV: Remote Video Access to Government Services...........................................................................253
Robert F. Rubeck, University of North Dakota, USA
Glenn A. Miller, University of North Dakota, USA
Compilation of References.....................................................................................................................269
About the Contributors..........................................................................................................................289
Index..........................................................................................................................................................297
Detailed Table of Contents
Foreword..............................................................................................................................................xv
Preface................................................................................................................................................xvi
Acknowledgment..............................................................................................................................xxiii
Section I
Issues and Challenges of E-Services
Chapter I
Services, E-Services, and Nonservices........................................................................................
Anders Henten, Center for Communication, Media and Information Technologies (CMl),
Aalborg University, Denmark
This chapter examines the provision and co-development of electronic services, content, and applications
at the conceptual level. There is focus on the provision of services electronically (e-services) and the
development of user-produced electronic content and applications (nonservices). The chapter points at
codifiability, digitization, and interpretation as three crucial conditions for the development of e-services
and nonservices. Codifiability is the basic prerequisite, but even if knowledge is codifiable, it does not
necessarily follow that it can be entirely digitized or that it will be interpreted in the same manner in
different contexts. Regarding implications, an important issue is whether the development of e-services
and nonservices leads to specialization and/or convergence in the production and marketing of informa-
tional services. Is there reason to anticipate that the production and marketing of informational services
will develop differently from other production areas with respect to the implications of technology on
the combination of specialization and convergence?
Chapter II
Developing Measures and Standards for the European Electronic Signatures Market........................10
Ioannis P. Chochliouros, Hellenic Telecommunications Organization S.A. (OTE), Greece
Anastasia S. Spiliopoulou, Hellenic Telecommunications Organization S.A. (OTE), Greece
Tilemachos D. Doukoglou, Hellenic Telecommunications Organization S.A. (OTE), Greece
Elpida Chochliourou, General Prefectorial Hospital Georgios Gennimatas , Greece
The chapter dentifies and evaluates at a primary level the basic components/modules of EESS1 s specific
results, already developed and offered in the market either as technical regulations and/or as recognized
standards, with respect to essential requirements imposed by the European regulation. The chapter
discusses relevant feedback already gained from various market areas and focuses on challenges
for further implementation, progress, adoption, and development, especially in the framework for the
promotion of converged broadband (Internet-based) communications facilities. It is important for the
market that expected standardization work takes into account new technological developments as, in
the future, users will move their e-signature key from device-to-device in a connected world. The added
value of standards in the e-signatures sector, for both end users and assessing parties (judge, arbitrator,
conformity assessment body, etc.) is of extreme importance for the future of the European electronic
communications market.
Chapter III
Quality Assessment of Digital Services in E-Government with a Case Study in an Italian Region ....28
Flavio Corradini, University o/Camerino, Italy
Alberto Polzonetti, University of Camerino, Italy
Barbara Re, University of Camerino, Italy
The quality assessment of e-government services is more and more emerging as a key issue within public
administrations. Ensuring a proper quality of digital services is mandatory to satisfy citizens and firms
needs and to accept the use of ICT in our lives. The chapter proposes a methodology for quality assess-
ment that takes e-government quality features into account. The chapter also defines a reference model
to provide a single quality value starting from a set of service parameters. To validate such approach,
the chapter assesses the goodness of the TecUt shared services management system.
Chapter IV
Self-Service Systems: Quality Dimensions and Users Profiles...........................................................48
Calin Gurau, GSCM- Montpellier Business School, France
The evolution of information technology applications has changed the landscape of the service industry,
offering the possibility of customer empowerment through self-service applications. Considering the
main three streams of research already applied in the study of self-services, this chapter investigates
customers perceptions about eight dimensions that characterise the quality of the self-service experience.
On the other hand, the study attempts to analyse the influence of the self-service users profile (gender,
Internet usage experience, and online self-service usage experience), and to provide specific insights
about the needs and wants of various categories of customers.
Chapter V
Online Journalistic Services: Are Digital Newspapers Complementary to Traditional Press?............60
Carlos Flavian Blanco, University ofZaragoza, Spain
Raquel Gurrea Sarasa, University ofZaragoza, Spain
The new online communication has had a considerable impact on the activities of the newspaper industry.
As a result, analysis of the duality of journalism has aroused increasing interest. This chapter analyses
the readers behavior in relation to digital and traditional media. The chapter dentifies the main reading
motivations and the behavior patterns in each medium. Besides, it examines the possible relationship
between readers objectives for reading and the choice of each channel. The results confirm that the
electronic and traditional channels are compatible, but suggest that it is necessary to take the process
of differentiation in order to enhance this complementarity, meeting readers needs in different circum-
stances and combining effects to raise loyalty to a newspaper.
Section II
Cases on Business-to-Consumer E-Services
Chapter VI
Profightstore.com: Developing an Online Store for the Niche Market................................................76
Mirjana Pejic-Bach, Faculty of Economics Business—Zagreb University, Croatia
Mir an Pejic-Bach, Dux Sport d.o.o., Croatia
This chapter explores the possibilities for small and medium-sized enterprises (SMEs) to find their way
to success in e-business. The basic assumption of this chapter is that the Internet allows SMEs to access
the niche markets which have not previously been accessible to them. The chapter presents a case study
of one Croatian online store developed as a portal which targets the niche market and the focus is on the
following issues: subcultures as niche markets, criteria for selecting suppliers, developing a new brand,
designing an online store as a portal in order to attract visitors, and opportunities for growth. The authors
hope that presenting this particular case will help small companies to take into account niche markets
when designing their online stores, but also it will help researchers to further explore niche markets as
a possible business strategy for SMEs while entering the e-commerce arena.
Chapter VII
Emerging E-Services in Accounting: A Longitudinal Case Study........................................................89
Benita M. Gullkvist, Hanken School of Economics, Finland
This chapter analyses and provides an example of the introduction and first years of the management of
accounting services and e-services in a professional accounting firm. It argues that e-services, as a result
of adoption and use of Web-based digital technology, are slowly emerging within the accounting field.
Further, the change to e-services implies a significant change in the business model for professional
service providers as well as acceptance and adoption of the new services among customers. Furthermore,
the author hopes that by identifying development and learning issues, the case cannot only be used for
implementation of similar initiatives within other organizations but will also assist students in their
understanding of the process of change and e-service management.
Chapter VIII
elnsurance: Developing Customer-Friendly Electronic Insurance Services from the Novel
Project Perspective..............................................................................................................................107
Aki Ahonen, OP Bank Group Central Cooperative, Finland
Jarno Salonen, VTT Technical Research Centre of Finland, Finland
Raija Jarvinen, National Consumer Research Centre, Finland
Jouni Kivisto-Rahnasto, Tampere University of Technology, Finland
The chapter introduces an innovative organizational logic for developing and designing electronic services
especially in the context of financial services, such as insurance. Furthermore, a novel electronic insur-
ance service concept for consumers is introduced in the chapter. The authors argue that development of
electronic service solutions for the use of financial sector formerly rather conducted in an organization
may well be executed through a multi-organizational project-based working logic. In fact the chapter
establishes that the multi-organizational project-based logic results in a more creative outcome. Hence,
the authors hope that the chapter encourages both academics and especially practitioners within the in-
surance business sector to take steps towards more collaborative working practices in order to generate
more creative electronic service solutions for customers.
Chapter IX
eBay: An E-Titan Success Story.........................................................................................................126
Zhongxian Wang, Montclair State University, USA
James Yao, Montclair State University, USA
Ruiliang Yan, Virginia State University, USA
Jeffrey Hsu, Fairleigh Dickinson University, USA
eBay provides online marketplaces for the sale of goods and services, online payments, and online com-
munication offerings. Their three primary business segments are: eBay Marketplaces, Payments, and
Communications. The Marketplace platform has grown beyond the initial auction platform to include
Rent.com, Shopping.com, Kijiji, Craigslist, mobile.de, and Marketplaats.nl. PayPal enables individuals
and businesses to easily and securely transact payments. The overgrowth of eBay may have brought about
the management problems in a young company that grows so fast. As the eighth largest global retailer,
eBay s mission is to pioneer new communities around the world built on commerce, sustained by trust,
and inspired by opportunity. Their ability to maintain or enhance this position will depend on their abil-
ity to adapt to new technologies while facing increased competition and anticipating customers needs.
This chapter will address management s philosophies, the corporate business model, its challenges, and
network relationships, and examine corporate growth to date as well as future horizons.
Section HI
Cases on Business-to-Business E-Services
Chapter X
Limitations and Perspectives on Use of E-Services in Engineering Consulting................................141
Hanne Westh Nicolajsen, CMI, Aalborg University, Denmark
Morten Falch, CMI, Aalborg University, Denmark
This chapter analyses organizational challenges when an engineering consultancy in the building industry
integrates information and communication technologies (ICT) in the production and delivery of their
services, and discuss how the e-service concept can be applied in this context. The analysis is based on
a field study on introduction of 3D-modeling tools within one of the leading engineering companies in
Scandinavia (Ramboll). The analysis focuses on the changes in knowledge creation and transfer both
within the company and in inter-organizational relations. The analysis points towards a need to change
the business model as the projecting part of the technical engineering service becomes standardized.
Chapter XI
The Role of E-Services in the Transition from the Product Focus to the Service Focus
in the Printing Business: Case Lexmark...................................................................................................156
Esko Penttinen, Helsinki School of Economics, Finland
Timo Saarinen, Helsinki School of Economics, Finland
Pekka Sinervo, Lexmark, Finland
Today, many manufacturing companies are focusing on their service operations, which are often seen as
a better source of revenue than the traditional product business. E-services can accelerate this process by
offering companies new ways to control products and monitor equipment from a distance. This chapter
describes the changes which are taking place in the printing business. It tells the story of Lexmark, a
printer manufacturer that has recently created differentiated offerings to its business customers. In the
case of Lexmark, this repositioning of offerings has been enabled by e-services. Here, the e-services
consist of the Lexmark Fleet Manager system which monitors the use and availability of the equipment
and makes suggestions on how to improve the printing processes on the customer site. The case ends
with a description of the actual challenges that Lexmark is currently facing.
Chapter XII
Evolution of Online Financial Trading Systems: E-Service Innovations in the
Brokerage Sector.......................................................................................................................................166
Alexander Yap, Martha and Spencer Love School of Business, Elon University, USA
WonhiSynn, Martha and Spencer Love School of Business, Elon University, USA
This chapter focuses on the theme of e-service innovation in financial electronic markets. The discussion
will cover the theories of technology bundling and how bundling creates value-added in servicing
electronic markets. More specifically, this chapter looks at innovations created through e-service bun-
dling for online brokers connected to various financial electronic markets. The proliferation of different
e-trading systems raises the question of which systems provide better service to online stock traders.
Many online brokers (e-brokers) now provide low-cost transactions and financial research capabilities,
so where is the next level of innovation? The objective of this chapter is to show that several innova-
tions in broker e-services are critical in the following areas: (a) how order processes are efficiently
managed in financial e-markets; (b) how responsive e-trading systems are in handling trading rules and
regulations; (c) how different systems address unique niches in financial e-markets; and (d) improving
systems stability and reliability.
Section IV
Cases on E-Government
Chapter XIII
The Case of Roskilde University E-Services............................................................................................189
Simon Heilesen, Roskilde University, Denmark
Examining electronic services both as products and as organization, this chapter discusses the develop-
ment and management of e-services at Roskilde University, Denmark. The services in question can be
distinguished according to purpose into products meant for administration, communication, education,
and integration. The chapter discusses several examples of e-services from the point of view of adoption
of technological innovation. Further, it is argued that participatory design and voluntary adoption are
factors favourable to, but also challenging to the adoption of e-services. The technical and organizational
integration of e-services are also touched upon, as is the importance of maintaining a creative environ-
ment for developing the services. The chapter concludes by outlining some challenges to the continued
diffusion of e-services in the organization.
Chapter XIV
E-Services in Danish Research Libraries: Issues and Challenges at Roskilde University
Library.......................................................................................................................................................204
Ada Scupola, Roskilde University, Denmark
This chapter reports the findings of a case study of e-services adoption at research libraries. The case
under consideration is Roskilde University Library (RUB), a research library supporting learning activi-
ties at Roskilde University. The research focuses on the main issues that RUB had to deal with in the
process of adopting e-services and the future challenges that e-services provide for RUB. The chapter
also presents the consequences of e-services adoption for Roskilde University library s organization, its
business model and the relationships with customers, publishers (providers of knowledge), and other
research libraries in Denmark. The main results can be summarized as follows: (1) adoption of e-services
has forced RUB to innovate rapidly. Innovation is driven, among other factors, by 1CT developments
(technology push), but innovation is also user-driven and pervasive throughout the organization; (2)
e-services have changed RUB s organizational structure and division of labour by moving more and
more towards IT-based jobs and competences; (3) e-services have changed the relationships between
users and publishers; (4) e-services have changed and continue to change the business model of the
library; and (5) RUB is becoming a combination of a virtual and a physical library, moving more and
more towards a virtual library with electronic resources and online communities, but still keeping the
traditional function of a knowledge space.
Chapter XV
Introducing E-Procurement in a Local Healthcare Agency......................................................................218
Tommaso Federici, University of Tuscia, Italy
This chapter deals with the introduction of electronic procurement in the public healthcare domain. Af-
ter a brief discussion on the healthcare spending characteristics and on the suitability of e-procurement
tools in the public sector, the long-lasting experience of e-procurement implementation promoted by
an Italian Local Healthcare Public Agency is described. This initiative included some pilot projects and
applied many different solutions, always involving both a new ICT tool and a thorough process rede-
sign. The development of the innovation introductions is discussed, together with their organizational
and managerial background, the description of the new processes, and the analysis of the most relevant
results. The chapter provides a fairly comprehensive illustration of available solutions, opportunities,
and challenges in this still neglected topic.
Chapter XVI
Providing Telemental Health Services after Disasters: A Case Based on the
Post-Tsunami Experience..........................................................................................................................238
Shashi Bhushan Gogia, S.A.T.H.I, AMLA MEDJQUIP and Indian Association for Medical
Informatics, India
The preparation and involvement of people is the key to success in most IT projects. In this case
the problems faced were related to a general lack of awareness and non penetration of IT in the commu-
nity assisted with the telemental health service. If people are using IT in their day to day work, adoption
of telemedicine and other e-services will be far simpler after a disaster.
Chapter XVII
vGOV: Remote Video Access to Government Services...........................................................................253
Robert F Riibeck, University of North Dakota, USA
Glenn A. Miller, University of North Dakota, USA
The need of rural and reservation residents to receive better government services has been long-standing.
In spite of the best efforts of the Social Security Administration, a vast number of Native Americans
living in rural and remote areas have had their access to program information and social benefits limited
by distance, economic, and cultural challenges. A project at the University of North Dakota has found
a way to transform the delivery of government services to these citizens. As an off-shoot of work in
telemedicine and rural outreach, staff members of the Center for Rural Service Delivery collaborated
with the Social Security Administration and the Indian Health Service to create the first video link
connecting a hospital to a Social Security Office. The IHS hospital, in Belcourt, ND was connected to
the SSA office in Minot, ND, some 120 miles away. The video link went live in October of 2003. The
social benefits of remote video access to SSA services have been measured by the number of citizens
who use video access to seek answers to questions and to make application for benefits each year.
Since it went live, the link has resulted in more than 300 completed applications for disability benefits
or income supplements. That total is more than 50 times the number produced through conventional
service delivery. The economic impact to VSD has been measured as the cumulative value of monthly
Supplemental Security Income and Disability payments to individual citizens and the total of annual
Medicare and Medicaid reimbursement payments made to local healthcare facilities. The service impact
includes increased application completion rates, accelerated claims processing, and increased third party
assistance in the application process.
Compilation of References.....................................................................................................................269
About the Contributors..........................................................................................................................289
Index..........................................................................................................................................................297
|
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| discipline | Informatik Wirtschaftswissenschaften |
| format | Book |
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| genre | (DE-588)4143413-4 Aufsatzsammlung gnd-content (DE-588)4522595-3 Fallstudiensammlung gnd-content |
| genre_facet | Aufsatzsammlung Fallstudiensammlung |
| id | DE-604.BV035505643 |
| illustrated | Illustrated |
| indexdate | 2024-07-09T21:39:08Z |
| institution | BVB |
| isbn | 9781605660646 9781605660653 |
| language | English |
| lccn | 2008010312 |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-017561797 |
| oclc_num | 213133420 |
| open_access_boolean | |
| owner | DE-945 DE-1050 DE-739 |
| owner_facet | DE-945 DE-1050 DE-739 |
| physical | XXIII, 299 S. Ill., graph. Darst., Kt. |
| publishDate | 2009 |
| publishDateSearch | 2009 |
| publishDateSort | 2009 |
| publisher | Information Science Reference |
| record_format | marc |
| series2 | Premier reference source |
| spelling | Cases on managing E-services Ada Scupola Hershey, Pa. [u.a.] Information Science Reference 2009 XXIII, 299 S. Ill., graph. Darst., Kt. txt rdacontent n rdamedia nc rdacarrier Premier reference source "This book lays the theoretical foundations for understanding e-services as well as provide real life cases of e-services"--Provided by publisher Customer services Technological innovations Electronic commerce Service industries Technological innovations Dienstleistung (DE-588)4012178-1 gnd rswk-swf Web Services (DE-588)4691234-4 gnd rswk-swf Electronic Commerce (DE-588)4592128-3 gnd rswk-swf E-Government (DE-588)4728387-7 gnd rswk-swf Electronic Commerce Kundenmanagement Technische Innovation Dienstleistung (DE-588)4143413-4 Aufsatzsammlung gnd-content (DE-588)4522595-3 Fallstudiensammlung gnd-content Web Services (DE-588)4691234-4 s Electronic Commerce (DE-588)4592128-3 s DE-604 Dienstleistung (DE-588)4012178-1 s E-Government (DE-588)4728387-7 s b DE-604 Scupola, Ada Sonstige oth HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=017561797&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Cases on managing E-services Customer services Technological innovations Electronic commerce Service industries Technological innovations Dienstleistung (DE-588)4012178-1 gnd Web Services (DE-588)4691234-4 gnd Electronic Commerce (DE-588)4592128-3 gnd E-Government (DE-588)4728387-7 gnd |
| subject_GND | (DE-588)4012178-1 (DE-588)4691234-4 (DE-588)4592128-3 (DE-588)4728387-7 (DE-588)4143413-4 (DE-588)4522595-3 |
| title | Cases on managing E-services |
| title_auth | Cases on managing E-services |
| title_exact_search | Cases on managing E-services |
| title_full | Cases on managing E-services Ada Scupola |
| title_fullStr | Cases on managing E-services Ada Scupola |
| title_full_unstemmed | Cases on managing E-services Ada Scupola |
| title_short | Cases on managing E-services |
| title_sort | cases on managing e services |
| topic | Customer services Technological innovations Electronic commerce Service industries Technological innovations Dienstleistung (DE-588)4012178-1 gnd Web Services (DE-588)4691234-4 gnd Electronic Commerce (DE-588)4592128-3 gnd E-Government (DE-588)4728387-7 gnd |
| topic_facet | Customer services Technological innovations Electronic commerce Service industries Technological innovations Dienstleistung Web Services Electronic Commerce E-Government Aufsatzsammlung Fallstudiensammlung |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=017561797&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| work_keys_str_mv | AT scupolaada casesonmanagingeservices |