Implementation and integration of information systems in the service sector:
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| Format: | Book |
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| Language: | English |
| Published: |
Hershey, PA
Business Science Reference
2013
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| Series: | Premier reference source
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| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Item Description: | Includes bibliographical references (p. 343-372) and index |
| Physical Description: | XXX, 387 S. graph. Darst. 29 cm |
| ISBN: | 1466626496 1466627115 9781466626492 9781466627116 |
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| adam_text | Titel: Implementation and integration of information systems in the service sector
Autor: Wang, John
Jahr: 2013
Detailed Table of Contents
Preface...............................................................................................................................................xviii
Section 1
Service Strategy
Chapter 1
A Review of Service Frameworks Analyzing Strategic Repositioning: The Case of Bank Services.
Markku Tinnilci, Aalto University School of Economics, Finland
In manufacturing operations it is important to recognise the capabilities of the firm and established
ways to position the current and expected manufacturing capabilities. The most recognised tool is the
Product-Process matrix of Hayes and Wheelwright. Similarly, in service business there is a growing
need to position the capabilities of firms. Many tools analysing services have also been proposed, but
no generally accepted framework has so far emerged as a basis for service classification and strategic
service positioning. This paper focuses on strategic positioning of services with special focus on analyz-
ing and measuring the repositioning of services. Banking services are used as the main example, which
have been analyzed in several studies of service repositioning. The author reviews the service classifi-
cations proposed and the dimensions used. Strategic repositioning and its dimensions are illustrated in
banking services, and some trends in services are recognized and discussed. Some elements of a more
generic service positioning framework are presented for the purpose of summarizing and consolidating
the findings of reviewed frameworks.
Chapter 2
The Impact of Location-Aware Systems in Hospitals: ATri-Core Perspective....................................20
Lorraine S. Lee, University of North Carolina Wilmington, USA
Kirk D. Fiedler, University of South Carolina, USA
This paper focuses on the impact of information systems providing real-time or near real-time knowl-
edge of location, described as location-aware systems. The study utilizes a qualitative, interview-based
approach to guide our understanding of the benefits associated with the increased information transpar-
ency made available with location-aware information systems. The goal of this study is to examine the
benefits of location-aware information systems on managing mobile assets in the hospital context. The
Swanson s tri-core model of innovation is used as the theoretical framework. The tri-core model provides
a framework for understanding the role innovations play in administrative, technical and operational
effectiveness. This distinction is important for the regulatory intensive environment of hospitals.
Chapter 3
A Study of the Cascading Effects of Ambulance Diversion among Hospitals.....................................32
Abey Kuruvilla, University of Wisconsin Parkside, USA
Suraj Alexander, University of Louisville, USA
Xiaolin Li, Towson University, USA
This research effort is undertaken to determine the impact that one hospital s diversion status has on
other hospitals in a region and the strength of these interactions. The conditional probability of one hos-
pital going on diversion given that another is already on diversion is evaluated. Based on this analysis,
the strength of interactions among the hospitals is established. Through statistical analyses of historical
data, the strength of the mutual effects of diversion among a collection of hospitals is determined. These
effects are mutual if one hospital s diversion status affected another s, then the reverse was also true.
The intensity of these interactions between hospitals is varied, some being stronger than others. The
model illustrates an approach to studying the cascading effects of diversion among hospitals in a region.
This is important, because the status of any hospital in a region can signal the likelihood of impending
diversion in every other hospital in the region. This allows actions that might prevent the occurrence of
diversion or mitigate the cascading effects of Emergency Medical Systems diversion.
Section 2
Service Adoption
Chapter 4
The Influence of Travel Experience on Mature Travelers Quality of Life .........................................43
Yawei Wang, Montclair State University, USA
Francis A. McGuire, Clemson University, USA
Bin Zhou, Kean University, USA
The purpose of this study was to examine the influence of past travel experience (i.e., number of trips
and number of days away from home in last year), and on mature travelers quality of life (i.e., self-
perceived health and global life satisfaction). A total number of 217 respondents (50+) in a southern
state were used in this study. Path analysis (PROC CALIS in SAS) was performed to test the proposed
model. An estimation of the proposed theoretical model revealed that the model fit the data. However,
the model should be further examined and applied with caution.
Chapter 5
A Consumer Perception Research on the Subject of a New Technology in a Developing Dynamic
Market: 3G Technology in Turkey........................................................................................................57
Bunyamin Atici, Fir at University, Turkey
Ugur Bad, Yeditepe University, Turkey
The amount of demand for new products like 3G is related to adoption and spread of innovations. Re-
search suggests that innovativeness is related to consumer behavior and characteristics. Research shows
that new technologies like 3G are not evaluated by only its functional sides in the consumer perception.
Consumers also perceive symbolic sides to this type of technology. This study measures the interests
of the population that live in the urban area of Turkey and economically active and working for the 3G
technology, their product purchasing criteria, product using habits, brand recognition levels, brand prefer-
ences, and tendencies for purchasing products and services in the near future. The research is performed
with the participation of 612 persons in 12 provinces. The demographic characteristics belonging to the
consumers who participate in the survey study, the reliability analysis results concerning the scale, t
test, factor analysis, frequency analysis, correlation analysis, and variance analyses are performed in this
chapter of the research. Findings show that the dynamic Turkish consumer gives significant importance
to this new technology as functional and symbolic.
Chapter 6
Technology Adoption and Educational Change in Turkey...................................................................70
Serhat Kurt, Ataturk University, Turkey
The purpose of this research was to examine technology adoption and the educational change process.
This paper found eight factors essential to technology adoption in countries that are heavily centralized
and strongly affected by external forces (globalism etc.). These factors are communication, expertise
capacity, minimal bureaucracy, continuous research, individual change and organizational change, peer
schools, accountability, transparency, and owning the change: commitment.
Chapter 7
Effects of Adaptivity and Other External Variables on Mobile Service Adoption ..............................81
Ebru Polat, Bogazici University, Turkey
Nuri Basoglu, Bogazici University, Turkey
Tugrul UDaim, Portland State University, USA
User Interfaces act as the interaction layer between human and computer and have an important role in
system adoption. According to technology acceptance model, acceptance of a system is explained as a
function of perceived usefulness and perceived ease of use. Since there are several external variables
that have an impact on those variables, the content and interface design of every single application
should be addressed specifically to enhance users intention to use the system. Adding adaptive features
into systems may be one of the approaches to address this phenomenon. This paper identifies external
variables including adaptive behavior impacting acceptance of a mobile reservation system through
implementation of two prototypes.
Section 3
Service Management and Optimization
Chapter 8
Service Management of Special Care Units: Lessons Learned in Manufacturing.............................102
Gad Vitner, Ruppin Academic Center, Israel
Shirly Bar-Lev, Ruppin Academic Center, Israel
Erez Nadir, Hillel Yaffe Medical Center, Israel
Michael Feldman, Hillel Yaffe Medical Center, Israel
Shmuel Yurman, Hillel Yaffe Medical Center, Israel
Special care units express an increasing interest in adopting methods for quality management, previously
developed and implemented in manufacturing firms. The paper examines the analogy between service
management in special care units and the management of manufacturing processes. This paper is based
on the authors implementation of ISO 9001:2000 in a neonatal intensive care unit. It maps the major
processes and entities that create the treatment outcome, conducting a focused comparison between
healthcare organizations/special care units and manufacturing organ izations. To verify the performance of
various major processes in healthcare the authors recommend the use of the Yield performance measure-
ment. The literature review shows that a comparison between manufacturing and service organizations
is both useful and valid even though service organizations differ from manufacturing organizations.
Despite the complexities of treating humans and the level of uncertainty that goes hand in hand with
health care decision making, strict product and/or customer treatment identification and specifications
can raise the level of success in achieving positive results.
Chapter 9
A Strategic Benchmarking Process for Identifying the Best Practice Collaborative Electronic
Government Architecture...................................................................................................................115
Faramak Zandi, Alzahra University, Iran
Madjid Tavana, La Salle University, USA
The rapid growth of the Internet has given rise to electronic government (e-government) which enhances
communication, coordination, and collaboration between government, business partners, and citizens.
An increasing number of national, state, and local government agencies are realizing the benefits of
e-government. The transformation of policies, procedures, and people, which is the essence of e-gov-
ernment, cannot happen by accident. An e-government architecture is needed to structure the system, its
functions, its processes, and the environment within which it will live. When confronted by the range
of e-government architectures, government agencies struggle to identify the one most appropriate to
their needs. This paper proposes a novel strategic benchmarking process utilizing the simple additive
weighting method (SAW), real options analysis (ROA), and fuzzy sets to benchmark the best practice
collaborative e-government architectures based on three perspectives: Government-to-Citizen (G2C),
Government-to-Business (G2B), and Government-to-Government (G2G). The contribution of the pro-
posed method is fourfold: (1) it addresses the gaps in the e-government literature on the effective and
efficient assessment of the e-government architectures; (2) it provides a comprehensive and systematic
framework that combines ROA with SAW; (3) it considers fuzzy logic and fuzzy sets to represent am-
biguous, uncertain or imprecise information; and (4) it is applicable to international, national, Regional,
state/provincial, and local e-government levels.
Chapter 10
A Simulation Study to Derive the Optimal Cycle Length for Feeder Transit Services......................142
Shailesh Chandra, Texas A M University, USA
Chung-Wei Shen, Texas A M University, USA
Luca Quadrifoglio, Texas A M University, USA
This paper presents a simulation study to evaluate the capacity and the optimum service cycle time of a
demand responsive transit feeder service within the colonia of El Cenizo, TX. Demand data are taken
from a survey questionnaire conducted to evaluate the existing travel patterns and the potential demand
for a feeder service. Results showed that a single shuttle would be able to comfortably serve 150 pas-
sengers per day and that a fleet of 7-8 vehicles would be needed to serve the residential area. The optimal
cycle length between consecutive departures from the terminal should be between 11-13 minutes for
best service quality. This exploratory study can serve as a first step towards improving transportation
services within these growing underprivileged communities, but also other residential areas, especially
those with demographics and geometry similar to our target area of El Cenizo.
Chapter 11
The Development of Parameters and Warning Algorithms for an Intersection Bus-Pedestrian Collision
Warning System .................................................................................................................................163
Chien-Yen Chang, Chung Hua University, Taiwan
Ting-Wei Chang, Chung Hua University, Taiwan
This study presents the conceptual design of an intersection bus-pedestrian collision warning system for
bus drivers approaching an intersection. The basic parameters of the proposed design concept include
the bus drivers perception-reaction time, the emergency deceleration rate of the bus, and pedestrian
walking speed. A bus driving simulation was designed and conducted to analyze bus drivers responses
to unexpected pedestrians crossing unsignalized intersections or signalized intersections during a green
light interval for parameter analysis. The timings of auditory warnings and visual warnings, the loca-
tions for vehicle detectors and pedestrian detectors, and the locations for visual warning devices were
also developed after analyzing the experimental results. The experimental results also highlight some
important characteristics of bus driving behavior at intersections. Moreover, bus drivers really pay at-
tention to the warning messages. Finally, this study develops and discusses some warning algorithms.
Section 4
Service Modeling and Implementation
Chapter 12
Modeling Control Flow in WS-BPEL with Chu Spaces.....................................................................184
Xutao Du, Institute of Electronic System Engineering, China
Chunxiao Xing, Tsinghua University, China
Lizhu Zhou, Tsinghua University, China
Ke Han, Institute of Electronic System Engineering, China
This paper presents a Chu spaces semantics of typical control flow of WS-BPEL including fault han-
dling and link semantics. BPEL-CF is proposed as a simplification of this subset of WS-BPEL. For the
compositional modeling of BPEL, the authors present a Chu spaces process algebra. This algebra allows
faults to be thrown at any point of execution and take link-based synchronization into consideration.
The paper gives the abstract syntax of BPEL-CF, the semantic algebra, and the valuation functions for
computing the Chu spaces denotations of BPEL-CF programs.
Chapter 13
Optimal Compensation for Hierarchical Web Services Compositions under Restricted Visibility ...205
Debmalya Biswas, SAP Research, Germany
Krishnamurthy Vidyasankar, Memorial University of Newfoundland, Canada
Over the years, the notion of transactions has become synonymous with providing fault-tolerance,
reliability and robustness to database systems. To extend the same transactional guarantees to new and
evolving paradigms, such as Web service, the transactional mechanisms must first be adapted to the dis-
tinguishing characteristics of Web services, mainly composability, long-running nature, and privacy and
security concerns. Composability refers to the ability to form new composite services by combining the
functionalities of existing services. Due to their long-running nature, compensation based mechanisms
are usually preferred to provide transactional guarantees for Web services. Compensation requires access
(visibility) over the execution details of the services in the composition. However, such visibility may
not always be feasible in a compositional context where component services are provided by different
providers across organizational boundaries, with very strong privacy and security constraints. This paper
looks at compensation options for Web services in a hierarchical composition. Multiple compensation
options may be available for a composite service both at the same level and at different levels of the
hierarchy. This paper shows how to find an optimal compensation option under restricted visibility.
Chapter 14
Towards High Maturity in SaaS Applications Based on Virtualization: Methods and Case Study.... 223
Shijun Liu, Shandong University, China
Yong Zhang, Shandong University, China
Xiangxu Meng, Shandong University, China
This paper proposes a high level maturity in SaaS applications based on virtualization technologies, in
which the hardware virtualization focuses on providing the flexible on-demand hosting environment,
the application virtualization used to meet the scalable application deployment requirements and data
virtualization solves data integration and unified data access problems to ensure multi-tenant efficiency.
In order to realize the configurability, a method based on metadata and JMX is used to manage the meta-
data so that changed metadata can be hot deployed immediately during runtime. A case study of a SaaS
application for supply business in automobile industry is introduced with the discussion of approaches
to higher level maturity model.
Chapter 15
Identifying Services in Procedural Programs for Migrating Legacy System to Service Oriented
Architecture........................................................................................................................................237
Masahide Nakamur, Kobe University, Japan
Hiroshi Igaki, Tokyo University of Technology, Japan
Takahiro Kimura, Nihon Unisys Ltd., Japan
Kenichi Matsumoto, NAIST, Japan
In order to support legacy migration to the service-oriented architecture (SOA), this paper presents a
pragmatic method that derives candidates of services from procedural programs. In the SOA, every
service is supposed to be a process (procedure) with (1) open interface, (2) self-containedness, and (3)
coarse granularity for business. Such services are identified from the source code and its data flow dia-
gram (DFD), by analyzing data and control dependencies among processes. Specifically, first the DFD
must be obtained with reverse-engineering techniques. For each layer of the DFD, every data flow is
classified into three categories. Using the data category and control among procedures, four types of
dependency are categorized. Finally, six rules are applied that aggregate mutually dependent processes
and extract them as a service. A case study with a liquor shop inventory control system extracts service
candidates with various granularities.
Section 5
Service Operation and Infrastructure
Chapter 16
Sustainability in Service Operations..................................................................................................257
Frank Wolf, Nova Southeastern University, USA
Bahaudin G. Mujtaba, Nova Southeastern University, USA
This paper aims to set the stage for the development of an index that measures progress towards sus-
tainability in the service sector. A review of the academic literature reveals history and theories on the
subject, while a look at the trade literature describes what is happening in each of 13 different service
sector industries. A framework for the development of a sustainability index for a commercial enterprise is
developed. This framework is aligned with triple bottom line corporate reporting, and measures progress
towards sustainability in terms of profit, people, and planet on the principle of continuous improvement.
Chapter 17
Call Center Operational Performance Indicators and Customer Satisfaction: An Explanatory-
Exploratory Investigation....................................................................................................................277
Alexandre Ferreira Oliveira, Getulio Vargas Foundation, Brazil
Luiz Antonio Joia, Getulio Vargas Foundation, Brazil
This article purports to investigate the relationship - in an empirical way - between the various opera-
tional indicators currently used for the management of call centers in Brazil and customer satisfaction.
In this context, a set of call centers rendering services to a telecommunications company will be ana-
lyzed in order to verify which of their indicators are positively associated with customer satisfaction. A
methodological approach based on surveys as well as stepwise multiple linear regressions is developed
and applied in order to achieve the objective of this paper. The First-Contact Resolution Rate and
the Average Handle Time After the Call indicators present a statistically significant relationship with
customer satisfaction. Some alternative call center operational performance indicators are proposed,
in an exploratory way, so as to convey an enhanced relationship between call center performance and
customer satisfaction.
Chapter 18
Service Platform Development: Comparison of Two E-Services Platforms......................................297
Tugrul Daim, Portland State University, USA
Marius Brand, Portland State University, USA
Linda Lin, Portland State University, USA
Platform concepts have been around for about a decade now. While their focus was on the manufactur-
ing industry in the beginnings, interest has shifted to services - and Internet-based services in particular.
This paper provides an overview of popular product platform concepts, a new view upon services in the
light of the Internet, and links platforms to Internet-based services. Two companies with a tremendous
platform potential, Google and EBay, are introduced and analyzed with respect to their usage of the
product platform concept. After a brief discussion of the results, two product offerings of both Google
and EBay are compared to give a practical example.
Chapter 19
Demand Analysis by Modeling Choice of Internet Access and IP Telephony...................................317
Takeshi Kurosawa, Tokyo University of Science, Japan
Denis Bolduc, Laval University, Canada
Moshe Ben-Akiva, MIT, USA
Akiya Inoue, Chiba Institute of Technology, Japan
Ken Nishimatsu, NTT East Corporation, Japan
Motoi Iwashita, Chiba Institute of Technology, Japan
In Japan, demands for broadband Internet access and IP telephony have increased dramatically in recent
years. According to official sources, as of September 2009, there are 30.9 million users of broadband
Internet access and 20.9 million of IP telephony. This study evaluates and estimates the market share
of fiber-optic Internet connection, which is becoming the major player in broadband services, paying
specific attention to IP telephony. A comprehensive combined choice model of Internet access line, IP
telephony, and awareness of IP telephony is presented. The most suitable parameters for the model were
determined by using an original market research survey conducted in Japan during 2004 with stated-
preference choice experiments of both Internet access and IPtelephony. The results indicate that increas-
ing awareness has the potential to dramatically increase the penetration of IP telephony. The results also
indicate a great variability in price sensitivity across income groups for the choices of Internet access
line and IP telephony. The fiber optic share is shown to change with a change in its own monthly usage
charge, indicating that market share gains are possible through reduced usage fees.
Compilation of References...............................................................................................................343
About the Contributors....................................................................................................................373
Index...................................................................................................................................................384
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| genre | 1\p (DE-588)4143413-4 Aufsatzsammlung gnd-content |
| genre_facet | Aufsatzsammlung |
| id | DE-604.BV041697548 |
| illustrated | Illustrated |
| indexdate | 2024-07-10T01:03:10Z |
| institution | BVB |
| isbn | 1466626496 1466627115 9781466626492 9781466627116 |
| language | English |
| lccn | 2012029092 |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-027137947 |
| oclc_num | 802183173 |
| open_access_boolean | |
| owner | DE-945 |
| owner_facet | DE-945 |
| physical | XXX, 387 S. graph. Darst. 29 cm |
| publishDate | 2013 |
| publishDateSearch | 2013 |
| publishDateSort | 2013 |
| publisher | Business Science Reference |
| record_format | marc |
| series2 | Premier reference source |
| spelling | Implementation and integration of information systems in the service sector John Wang [ed.] Hershey, PA Business Science Reference 2013 XXX, 387 S. graph. Darst. 29 cm txt rdacontent n rdamedia nc rdacarrier Premier reference source Includes bibliographical references (p. 343-372) and index Service industries Information technology Human services Information technology Customer services Management information systems Dienstleistungsbetrieb (DE-588)4012181-1 gnd rswk-swf Informationstechnik (DE-588)4026926-7 gnd rswk-swf Kundendienst (DE-588)4135134-4 gnd rswk-swf 1\p (DE-588)4143413-4 Aufsatzsammlung gnd-content Dienstleistungsbetrieb (DE-588)4012181-1 s Informationstechnik (DE-588)4026926-7 s Kundendienst (DE-588)4135134-4 s b DE-604 Wang, John 1955- Sonstige (DE-588)132281031 oth Erscheint auch als Online-Ausgabe 1-466-62680-1 Erscheint auch als Online-Ausgabe 978-1-4666-2680-5 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=027137947&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis 1\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk |
| spellingShingle | Implementation and integration of information systems in the service sector Service industries Information technology Human services Information technology Customer services Management information systems Dienstleistungsbetrieb (DE-588)4012181-1 gnd Informationstechnik (DE-588)4026926-7 gnd Kundendienst (DE-588)4135134-4 gnd |
| subject_GND | (DE-588)4012181-1 (DE-588)4026926-7 (DE-588)4135134-4 (DE-588)4143413-4 |
| title | Implementation and integration of information systems in the service sector |
| title_auth | Implementation and integration of information systems in the service sector |
| title_exact_search | Implementation and integration of information systems in the service sector |
| title_full | Implementation and integration of information systems in the service sector John Wang [ed.] |
| title_fullStr | Implementation and integration of information systems in the service sector John Wang [ed.] |
| title_full_unstemmed | Implementation and integration of information systems in the service sector John Wang [ed.] |
| title_short | Implementation and integration of information systems in the service sector |
| title_sort | implementation and integration of information systems in the service sector |
| topic | Service industries Information technology Human services Information technology Customer services Management information systems Dienstleistungsbetrieb (DE-588)4012181-1 gnd Informationstechnik (DE-588)4026926-7 gnd Kundendienst (DE-588)4135134-4 gnd |
| topic_facet | Service industries Information technology Human services Information technology Customer services Management information systems Dienstleistungsbetrieb Informationstechnik Kundendienst Aufsatzsammlung |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=027137947&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| work_keys_str_mv | AT wangjohn implementationandintegrationofinformationsystemsintheservicesector |