Search results for: service orientation
4547 Qualitative Study of Pre-Service Teachers' Imagined Professional World vs. Real Experiences of In-Service Teachers
Authors: Masood Monjezi
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The English teachers’ pedagogical identity construction is the way teachers go through the process of becoming teachers and how they maintain their teaching selves. The pedagogical identity of teachers is influenced by several factors within the individual and the society. The purpose of this study was to compare the imagined social world of the pre-service teachers with the real experiences the in-service teachers had in the context of Iran to see how prepared the pre-service teachers are with a view to their identity being. This study used a qualitative approach to collection and analysis of the data. Structured and semi-structured interviews, focus groups and process logs were used to collect the data. Then, using open coding, the data were analyzed. The findings showed that the imagined world of the pre-service teachers partly corresponded with the real world experiences of the in-service teachers leaving the pre-service teachers unprepared for their real world teaching profession. The findings suggest that the current approaches to English teacher training are in need of modification to better prepare the pre-service teachers for the future that expects them.Keywords: imagined professional world, in-service teachers, pre-service teachers, real experiences, community of practice, identity
Procedia PDF Downloads 3294546 Customer Service Marketing Mix: A Survey of Small Business around Campus, Suan Sunandha Rajabhat University
Authors: Chonlada Choovanichchanon
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This research paper was aimed to investigate a relationship between the customer service marketing mix and the level of customers’ satisfaction from purchasing goods and service from small business around campus, Suan Sunandha Rajabhat University, Bangkok, Thailand. Based on the survey of 200 customers who frequently purchased goods and service around campus, the level of satisfaction for each factor of marketing mix was reached. An accidental random sampling was applied by using questionnaire in collecting the data. The findings revealed that the means values can help to rank these variables from high to low mean as follows: 1) forms and system of service, 2) physical environment of service center, 3) service from staff and employee, 4) product quality and service, 5) market channel and distribution, 6) market price, and 7) market promotion and distribution.Keywords: service marketing mix, satisfaction, small business, survey
Procedia PDF Downloads 4914545 HD-WSComp: Hypergraph Decomposition for Web Services Composition Based on QoS
Authors: Samah Benmerbi, Kamal Amroun, Abdelkamel Tari
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The increasing number of Web service (WS)providers throughout the globe, have produced numerous Web services providing the same or similar functionality. Therefore, there is a need of tools developing the best answer of queries by selecting and composing services with total transparency. This paper reviews various QoS based Web service selection mechanisms and architectures which facilitate qualitatively optimal selection, in other fact Web service composition is required when a request cannot be fulfilled by a single web service. In such cases, it is preferable to integrate existing web services to satisfy user’s request. We introduce an automatic Web service composition method based on hypergraph decomposition using hypertree decomposition method. The problem of selection and the composition of the web services is transformed into a resolution in a hypertree by exploring the relations of dependency between web services to get composite web service via employing an execution order of WS satisfying global request.Keywords: web service, web service selection, web service composition, QoS, hypergraph decomposition, BE hypergraph decomposition, hypertree resolution
Procedia PDF Downloads 5004544 Empirical Investigation of Antecedents of Perceived Recovery Service Quality: Evidence from Retail Banking in United Arab Emirates
Authors: Vimi Jham
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The banking sector has undergone tremendous change in all forms of service it provides to its customers. The efforts of the banks is to avoid customer defection and lead to customer satisfaction. The purpose of the study was to examine the linkages among the constructs such as customer perceived service quality, perceived service recovery quality and customer satisfaction in the banking industry. The moderating effect of negative brand perception due to service failure on recovery satisfaction were investigated. Random sampling methods are used to draw the sample from the population. Data was collected from 262 banking customers and were analyzed with the help of structural equation modelling approach using Smart PLS to understand the relationship among variables being studied. The results of the study contribute to the research by proving that customer service recovery satisfaction is dependent on customer perceived service quality and the moderating effect of negative brand perception due to service failure was insignificant.Keywords: service recovery satisfaction, perceived service recovery quality, perceived service quality, structural equation modelling
Procedia PDF Downloads 2774543 DOS and DDOS Attacks
Authors: Amin Hamrahi, Niloofar Moghaddam
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Denial of Service is for denial-of-service attack, a type of attack on a network that is designed to bring the network to its knees by flooding it with useless traffic. Denial of Service (DoS) attacks have become a major threat to current computer networks. Many recent DoS attacks were launched via a large number of distributed attacking hosts in the Internet. These attacks are called distributed denial of service (DDoS) attacks. To have a better understanding on DoS attacks, this article provides an overview on existing DoS and DDoS attacks and major defense technologies in the Internet.Keywords: denial of service, distributed denial of service, traffic, flooding
Procedia PDF Downloads 3834542 The Relationship between Organizational Culture and Application of Management Accounting Innovation: Evidence from Iran
Authors: Zohreh Hajiha
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Culture affects the ability of the organization in expressing and achieving the goals. Organizational culture influences the selection of instruments applied in the management of organizations. All the instruments applied in organizations to control, promote and create innovations are influenced by organizational culture. This research studies organizational culture based on the cultural model of Muijen and its relationship with applying management accounting innovations in Iranian listed firms. Management accounting innovations of this study include activity-based costing, activity-based management, balanced scorecard, target costing, standard costing, quality costing, Kaizen costing and dimensions of organizational culture include support orientation, innovation orientation, rules orientation and goal orientation. 105 questionnaires were sent to financial executives of production companies and 73 questionnaires were returned. The findings show that there is a significant difference between organizational culture of firms that have applied management accounting innovations and those which have used these innovations less. Also, dimensions of support orientation and culture goal orientation are the highest in groups that apply management accounting innovations. The findings suggest that proper organization culture could promote the use od management accounting tools in Iranian firms.Keywords: organizational culture, innovation, management accounting, muijen model
Procedia PDF Downloads 3504541 Authentic Leadership, Task Performance, and Organizational Citizenship Behavior
Authors: C. V. Chen, Y. H. Jeng, S. J. Wang
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Leadership is essential to enhancing followers’ psychological empowerment and has an effect on their willingness to take on extra-role behavior and aim for greater performance. Authentic leadership is confirmed to promote employees’ positive affect, psychological empowerment, well-being, and performance. Employees’ spontaneous undertaking of organizationally desired behaviors allows organizations’ gaining the edge in the fiercely competitive business environment. Apart from the contextual factor of leadership, individuals’ goal orientation is found to be highly related to his/her performance. To better understand the psychological process and potential moderation of personal goal orientation, this study investigates the effect of authentic leadership on employees’ task performance and organizational citizenship behavior by including psychological empowerment as the mediating factor and goal orientation as the moderating factor.Keywords: authentic leadership, task performance, organizational citizenship behavior, goal orientation
Procedia PDF Downloads 7874540 Influences of Market Orientation and Supply Chain Management on Competitive Capability in Case of Automotive Parts Industry
Authors: Nattapong Techarattanased
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The objectives of this research were to study the influence of market orientation and supply chain management on competitive capability in case of the automotive parts industry in Thailand. This study employed by survey research and questionnaire was used to collect the data from 400 entrepreneurs in the automotive parts industry in Thailand. The descriptive statistics and multiple regression analysis were used to analyze data. The results revealed that the overall dimensions of marketing orientation, namely, responsiveness, intelligence generation, and intelligence dissemination were rated at the high level. As well, the overall dimensions of supply chain management, namely, collaboration, communication, trust, and commitment were also rated at the high level. Furthermore, the hypothesis testing results showed that supply chain management and market orientation affected competitive capability of the automotive parts industry in Thailand which these two variables could be combined to predict competitive capability of the automotive parts industry in Thailand by 31.5 percent.Keywords: automotive parts industry, competitive capability, market orientation, supply chain management
Procedia PDF Downloads 3024539 Influence of Build Orientation on Machinability of Selective Laser Melted Titanium Alloy-Ti-6Al-4V
Authors: Manikandakumar Shunmugavel, Ashwin Polishetty, Moshe Goldberg, Junior Nomani, Guy Littlefair
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Selective laser melting (SLM), a promising additive manufacturing (AM) technology, has a huge potential in the fabrication of Ti-6Al-4V near-net shape components. However, poor surface finish of the components fabricated from this technology requires secondary machining to achieve the desired accuracy and tolerance. Therefore, a systematic understanding of the machinability of SLM fabricated Ti-6Al-4V components is paramount to improve the productivity and product quality. Considering the significance of machining in SLM fabricated Ti-6Al-4V components, this research aim is to study the influence of build orientation on machinability characteristics by performing low speed orthogonal cutting tests. In addition, the machinability of SLM fabricated Ti-6Al-4V is compared with conventionally produced wrought Ti-6Al-4V to understand the influence of SLM technology on machining. This paper is an attempt to provide evidence to the hypothesis associated that build orientation influences cutting forces, chip formation and surface integrity during orthogonal cutting of SLM Ti-6Al-4V samples. Results obtained from the low speed orthogonal cutting tests highlight the practical importance of microstructure and build orientation on machinability of SLM Ti-6Al-4V.Keywords: additive manufacturing, build orientation, machinability, titanium alloys (Ti-6Al-4V)
Procedia PDF Downloads 2784538 Orientation of Rotating Platforms on Mobile Vehicles by GNNS
Authors: H. İmrek, O. Corumluoglu, B. Akdemir, I. Sanlioglu
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It is important to be able to determine the heading direction of a moving vehicle with respect to a distant location. Additionally, it is important to be able to direct a rotating platform on a moving vehicle towards a distant position or location on the earth surface, especially for applications such as determination of the Kaaba direction for daily Muslim prayers. GNNS offers some reasonable solutions. In this study, a functional model of such a directing system supported by GNNS is discussed, and an appropriate system is designed for these purposes. An application for directing system is done by using RTK and DGNSS. Accuracy estimations are given for this system.Keywords: GNNS, orientation of rotating platform, vehicle orientation, prayer aid device
Procedia PDF Downloads 3814537 Effect of Leadership Style on Organizational Performance
Authors: Khadija Mushtaq, Mian Saqib Mehmood
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This paper attempts to determine the impact of leadership style and learning orientation on organizational performance in Pakistan. A sample of 158 middle managers selected from sports and surgical factories from Sialkot. The empirical estimation is based on a multiple linear regression analysis of the relationship between leadership style, learning orientation and organizational performance. Leadership style is measure through transformational leadership and transactional leadership. The transformational leadership has insignificant impact on organizational performance. The transactional leadership has positive and significant relation with organizational performance. Learning orientation also has positive and significant relation with organizational performance. Linear regression used to estimate the relation between dependent and independent variables. This study suggests top manger should prefer continuous process for improvement for any change in system rather radical change.Keywords: transformational leadership, transactional leadership, learning orientation, organizational performance, Pakistan
Procedia PDF Downloads 3924536 Challenges of e-Service Adoption and Implementation in Nigeria: Lessons from Asia
Authors: Kazeem Oluwakemi Oseni, Kate Dingley
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E-Service has moved from the usual manual and traditional way of rendering services to electronic service provision for the public and there are several reasons for implementing these services, Airline ticketing have gone from its manual traditional way to an intelligent web-driven service of purchasing. Many companies have seen their profits doubled through the use of online services in their operation and a typical example is Hewlett Packard (HP) which is rapidly transforming their after sales business into a profit generating e-service business unit. This paper will examine the various challenges confronting e-Service adoption and implementation in Nigeria and also analyse lessons learnt from e-Service adoption and implementation in Asia to see how it could be useful in Nigeria which is a lower middle income country. Based on the analysis of the online survey data. It has been identified that the public in Nigeria are much aware of e-Services but successful adoption and implementation have been the problems faced.Keywords: e-government service, adoption, implementation, Nigeria, Asia
Procedia PDF Downloads 4424535 Analysis of the Influence of Fiber Volume and Fiber Orientation on Post-Cracking Behavior of Steel Fiber Reinforced Concrete
Authors: Marilia M. Camargo, Luisa A. Gachet-Barbosa, Rosa C. C. Lintz
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The addition of fibers into concrete matrix can enhance some properties of the composite, such as tensile, flexural and impact strengths, toughness, deformation capacity and post-cracking ductility. Many factors affect the mechanical behavior of fiber reinforced concrete, such as concrete matrix (concrete strength, additions, aggregate diameter, etc.), characteristics of the fiber (geometry, type, aspect ratio, volume, orientation, distribution, strength, stiffness, etc.), specimen (size, geometry, method of preparation and loading rate). This research investigates the effects of fiber volume and orientation on the post-cracking behavior of steel fiber reinforced concrete (SFRC). Hooked-end steel fibers with aspect ratios of 45 were added into concrete with volume of 0,32%, 0,64%, 0,94%. The post-cracking behaviour was assessed by double punch test of cubic specimens and the actual volume and orientation of the fibers were determined by non-destructive tests by means of electromagnetic induction. The results showed that the actual volume of fibers in each sample differs in a small amount from the dosed volume of fibers and that the deformation and toughness of the concrete increase with the increase in the actual volume of fibers. In determining the orientation of the fibers, it was found that they tend to distribute more in the X and Y axes due to the influence of the walls of the mold. In addition, it was concluded that the orientation of the fibers is important in the post-cracking behaviour of FRC when analyzed together with the actual volume of fibers, since the greater the volume of fibers, the greater the number of fibers oriented orthogonally to the application of loadings and, consequently, there is a better mechanical behavior of the composite. These results provide a better understanding of the influence of volume and fiber orientation on the post-cracking behavior of the FRC.Keywords: fiber reinforced concrete, steel fibers, volume of fibers, orientation of fibers, post-cracking behaviour
Procedia PDF Downloads 1714534 Marketing Mix Factor Affecting Decision Making Behavior in Using Fitness Service
Authors: Siri-Orn Champatong
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The objectives of this research were to study the attitude of service marketing mix that affected the decision making behavior to use fitness service in case of the fitness in Thailand. This study employed by survey research and questionnaire was used to collect the data from 400 of consumers who have used the service and interested in using the service in the future. The descriptive statistics and multiple regression analysis were used to analyze data. The results revealed that the attitude toward overall marketing mix was at moderate level. For particulars, attitude toward product and service aspects were at good level, however, attitude toward price, place, promotion, people, physical evidence and service quality aspects were at moderate level. The hypothesis testing results showed that attitude toward each aspect affected word of mouth, however, attitude toward product and service, place, promotion, people and physical evidence affected tendency to use fitness service at .05 statistically significant level.Keywords: decision making behavior, fitness, marketing mix, marketing service
Procedia PDF Downloads 3274533 Customers' Perception towards the Service Marketing Mix and Frequency of Use of Mercedes Benz Automobile Service, Thailand
Authors: Pranee Tridhoskul
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This research paper is aimed to examine a relationship between the service marketing mix and customers’ frequency of use of service at Mercedes Benz Auto Repair Centres under Thonburi Group, Thailand. Based on 2,267 customers who used the service of Thonburi Group’s Auto Repair Centres as the population, the sampling of this research was a total of 340 samples, by use of Probability Sampling Technique. Systematic Random Sampling was applied by use of questionnaire in collecting the data at Thonburi Group’s Auto Repair Centres. Mean and Pearson’s basic statistical correlations were utilized in analyzing the data. The study discovered a medium level of customers’ perception towards product and service of Thonburi Group’s Auto Repair Centres, price, place or distribution channel and promotion. People who provided service were perceived also at a medium level, whereas the physical evidence and service process were perceived at a high level. Furthermore, there appeared a correlation between the physical evidence and service process, and customers’ frequency of use of automobile service per year.Keywords: service marketing mix, behavior, Mercedes Auto Service Centre, frequency of use
Procedia PDF Downloads 3194532 Modeling Study of Short Fiber Orientation in Simple Injection Molding Processes
Authors: Ihsane Modhaffar, Kamal Gueraoui, Abouelkacem Qais, Abderrahmane Maaouni, Samir Men-La-Yakhaf, Hamid Eltourroug
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The main objective of this paper is to develop a Computational Fluid Dynamics (CFD) model to simulate and characterize the fiber suspension in flow in rectangular cavities. The model is intended to describe the velocity profile and to predict the fiber orientation. The flow was considered to be incompressible, and behave as Newtonian fluid containing suspensions of short-fibers. The numerical model for determination of velocity profile and fiber orientation during mold-filling stage of injection molding process was solved using finite volume method. The governing equations of this problem are: the continuity, the momentum and the energy. The obtained results were compared to available experimental findings. A good agreement between the numerical results and the experimental data was achieved.Keywords: injection, composites, short-fiber reinforced thermoplastics, fiber orientation, incompressible fluid, numerical simulation
Procedia PDF Downloads 4594531 The Influence of Teacher Support on School Belonging in Chinese Students: A Moderated Mediation Model
Authors: Yuting Tan, Benchao Fan, Xiaoman Wei, Tao Yang
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In order to investigate the relationship between students’ perceived teacher support, parental emotional support, mastery goal orientation and school belonging, the questionnaire data of 11,898 15-year-olds (5,699 girls and 6,199 boys) in four Chinese provinces and cities (Beijing, Shanghai, Jiangsu and Zhejiang) that participated in PISA 2018 were used. The results showed that: (1) teacher support can positively and significantly predict students' school belonging; (2) mastery goal orientation played the mediating role in the relationship between teacher support and school belonging; (3) the second half path of students’ mastery goal orientation to the mediation process of teacher support and school belonging was regulated by parental emotional support. The results have important educational practice enlightenment for effectively promoting the school belonging of Chinese students.Keywords: school belonging, teacher support, mastery goal orientation, parental emotional support
Procedia PDF Downloads 744530 Evaluation of PV Orientation Effect on Mismatch between Consumption Load and PV Power Profiles
Authors: Iyad M. Muslih, Yehya Abdellatif, Sara Qutishat
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Renewable energy and in particular solar photovoltaic energy is emerging as a reasonable power generation source. The intermittent and unpredictable nature of solar energy can represent a serious challenge to the utility grids, specifically at relatively high penetration. To minimize the impact of PV power systems on the grid, self-consumption is encouraged. Self-consumption can be improved by matching the PV power generation with the electrical load consumption profile. This study will focus in studying different load profiles and comparing them to typical solar PV power generation at the selected sites with the purpose of analyzing the mismatch in consumption load profile for different users; residential, commercial, and industrial versus the solar photovoltaic output generation. The PV array orientation can be adjusted to reduce the mismatch effects. The orientation shift produces a corresponding shift in the energy production curve. This shift has a little effect on the mismatch for residential loads due to the fact the peak load occurs at night due to lighting loads. This minor gain does not justify the power production loss associated with the orientation shift. The orientation shift for both commercial and industrial cases lead to valuable decrease in the mismatch effects. Such a design is worth considering for reducing grid penetration. Furthermore, the proposed orientation shift yielded better results during the summer time due to the extended daylight hours.Keywords: grid impact, HOMER, power mismatch, solar PV energy
Procedia PDF Downloads 5984529 A Study of the Views of Information Technologies Teachers regarding In-Service Training
Authors: Halit Arslan, Ismail Sahin, Ahmet Oguz Akturk, Ismail Celik
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Today, the means of following the developments in the area of science and technology is to keep up with the pace of the advancements in this area. As is in every profession, apart from their personal efforts, the training of teachers in the period after they start their careers is only possible through in-service training. The aim of the present study is to determine the views of Information Technologies (IT) teachers regarding the in-service training courses organized by the Ministry of National Education. In this study, in which quantitative research methods and techniques were employed, the views of 196 IT teachers were collected by using the “Views on In-service Training” questionnaire developed by the authors of the paper. Independent groups t-test was used to determine whether the views of IT teachers regarding in-service training differed depending on gender, age and professional seniority. One-way analysis of variance (ANOVA) was used to investigate whether the views of IT teachers regarding in-service training differed depending on the number of in-service training courses they joined and the type of in-service training course they wanted to take. According to the findings obtained in the study, the views of IT teachers on in-service training did not show a significant difference depending on gender and age, whereas those views differed depending on professional seniority, the number of in-service training courses they joined and the type of in-service training course they wanted to take.Keywords: in-service training, IT teachers, professional development, personal development
Procedia PDF Downloads 4034528 Evaluating the Impact of Cloud Computing on Collaboration Service in Knowledge Management Systems
Authors: Hamid Reza Nikkhah, Abbas Toloei Eshlaghi, Hossein Ali Momeni
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One of the most important services of Knowledge Management Systems (KMS) is collaboration service which plays a decisive role in organization efficiency. Cloud computing as one of the latest IT technologies has brought a new paradigm in delivering services and communications. In this research, we evaluate the impact of cloud computing on the collaboration service of KMS and for doing so, four variables of cloud computing and three variables of the collaboration service were detected to be assessed.It was found that cloud computing has a far-fetching direct impact on the collaboration service.Keywords: cloud computing, collaboration service, knowledge management systems, cloud computing
Procedia PDF Downloads 5104527 The Effect of Market Orientation on Business Performance of Auto Parts Industry
Authors: Vithaya Intraphimol
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The purpose of this study is to investigate the relationship between market orientation and business performance through innovations that include product innovation and process innovation. Auto parts and accessories companies in Thailand were used as sample for this investigation. Survey research with structured questionnaire was used as the key instrument in collecting the data. The structural equation modeling (SEM) was assigned test the hypotheses. The sample size in this study requires the minimum sample size of 200. The result found that competitor orientation, and interfunctional coordination has an effect on product innovation. Moreover, interfunctional coordination has an effect on process innovation, and return on asset. This indicates that within- firm coordination has crucial to firms’ performances. The implication for practice, firms should support interfunctional coordination that members of different functional areas of an organization communicate and work together for the creation of value to target buyers they may have better profitability.Keywords: auto parts industry, business performance, innovations, market orientation
Procedia PDF Downloads 3014526 Implementing Service Innovation in Public Transport Sector: Drivers and Challenges
Authors: Chaoren Lu
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Public policy is playing as one driving force that influencing service innovation implementation in public sector. However, public policy implications cannot be automatically derived from the analyses of innovation issues, and there lacks of researches about the influences of public policy onto innovation. Moreover, innovation in service system is hard to predictable and whether policy encourages or hidden innovation is still lack of study. Especially, by given the context that multiple actors are active involving within the service delivery process in public transport sector, the complex driving forces and challenges are emerged towards the service operation. This study is aim to analysis the service innovation practices within service operating organizations to understand the drivers and challenges of service operation based on policy requirements, and where the innovation idea generating from. The case studies of Changzhou Transit Group and Nanjing Jiangnan Public Transit Group will be launched. This paper reveals the ambidexterity between top-down and bottom-up demands within the public transport service operating organizations contribute to the innovation ideas. Meanwhile, it contributes to the understanding of fundamental elements of service innovation is the new relationship creation and new way of sharing knowledge. The policy contributes to the trigger of creation of such relationship. The research question is: what are the sources of service innovation practices in local public transport system in China in in facing the policy implementation?Keywords: public value, service innovation, public transport service, China
Procedia PDF Downloads 3104525 Evaluating Electronic Service Quality in Banking Iran
Authors: Vahid Bairami Rad
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With the rapid growth of the Internet and the globalization of the market, most enterprises are trying to attract and win customers in the highly competitive electronic market. Better e-service quality will enhance the relationship with customers and their satisfaction. So the measurement of eservice quality is very important but it is a complex process due to the complex nature of services. Literature predicts that there is a lack of universal definition of e-service quality. The e-service quality measures in banking have great importance in achieving high customer base. This paper proposes a conceptual model for measuring e-service quality in Iranian Banking Iran. Nine dimensions reliability, ease of use, personalization, security and trust, website aesthetic, responsiveness, contact and speed of delivery had been identified. The results of this paper may help to develop a proper scale to measure the e-service quality in Iranian Banking Industry, which may assist to maintain and improve the performance and effectiveness of e-service quality to retain customers.Keywords: electronic banking, Dimensions, customer service quality, electronic, communication
Procedia PDF Downloads 4884524 Neuro-Fuzzy Based Model for Phrase Level Emotion Understanding
Authors: Vadivel Ayyasamy
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The present approach deals with the identification of Emotions and classification of Emotional patterns at Phrase-level with respect to Positive and Negative Orientation. The proposed approach considers emotion triggered terms, its co-occurrence terms and also associated sentences for recognizing emotions. The proposed approach uses Part of Speech Tagging and Emotion Actifiers for classification. Here sentence patterns are broken into phrases and Neuro-Fuzzy model is used to classify which results in 16 patterns of emotional phrases. Suitable intensities are assigned for capturing the degree of emotion contents that exist in semantics of patterns. These emotional phrases are assigned weights which supports in deciding the Positive and Negative Orientation of emotions. The approach uses web documents for experimental purpose and the proposed classification approach performs well and achieves good F-Scores.Keywords: emotions, sentences, phrases, classification, patterns, fuzzy, positive orientation, negative orientation
Procedia PDF Downloads 3704523 Validating the Theme Park Service Quality Scale: A Case Study of Zhuhai Chimelong Ocean Kingdom
Authors: Kat Jingjing Luo
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The development of theme parks in China has been through a rapid growth in the past decades. Increasing competition within service quality has forced theme park managers concerned the relationship between service quality and visitors’ satisfaction. Even though those existing service quality measurements such as SERVQUAL and THEMEQUAL have been applied in related researches, none of them is exclusive for Chinese theme park service quality. This study aims to investigate the service quality of the most popular theme park in China currently and develop a unique, reliable and valid scale. The reliability and validity analysis results from a survey of over 200 tourists in Chimelong ocean kingdom in Zhuhai city, south of China, indicate that the dimension of waiting time is a discover factor in the measurement of Chinese theme park service quality excluding in the THEMEQUAL instrument (i.e., tangibles, reliability, responsiveness and access, assurance, empathy and courtesy). The newly developed scale gives a better understand service quality in Chinese theme park industry, and the managerial implications in regard to the research, how to improve theme park service quality are discussed.Keywords: theme park, scale development, China, service quality
Procedia PDF Downloads 2644522 A Framework to Assess the Maturity of Customer Involvement in the Service Design of Product-Service Systems
Authors: Taghreed Abu-Salim
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This paper develops and investigates a framework for the assessment of customer involvement in the service design process of result oriented product-service systems in order to improve the service offering in a business to business (B2B) context. The framework comprises five main criteria and fifteen sub-criteria that contribute to customer involvement in a hierarchy using a maturity grid to highlight the strengths and weaknesses for each criterion. To develop the customer involvement framework, an extensive literature review related to service design, result oriented product-service system (PSS) and customer involvement in service design was carried out. Key factors that significantly influence customer involvement from industry and literature were identified to develop an initial framework. This framework was tested in six companies from four different sectors of industry: district cooling, medical equipment, transportation and oil storage. Validation of the framework was carried out using expert opinions and industrial case studies. A major contribution of the developed framework includes a hierarchy of appropriate criteria for assessing customer involvement in the service design process within results oriented PSS; the definition of four maturity levels which are suitable to describe the whole spectrum of customer involvement in the service design process; and finally, The paper concludes by enabling service providers to: take proactive decisions; screen and evaluate new services; improve perceived service quality; and provide barriers against imitation.Keywords: customer involvement, maturity grid, new service development, result oriented product-service system, service design
Procedia PDF Downloads 5244521 Discrete-Time Bulk Queue with Service Capacity Depending on Previous Service Time
Authors: Yutae Lee
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This paper considers a discrete-time bulk-arrival bulkservice queueing system, where service capacity varies depending on the previous service time. By using the generating function technique and the supplementary variable method, we compute the distributions of the queue length at an arbitrary slot boundary and a departure time.Keywords: discrete-time queue, bulk queue, variable service capacity, queue length distribution
Procedia PDF Downloads 4694520 The Role of Entrepreneurial Orientation in Strengthening Goat Farm Competitiveness in Banjarnegara District, Indonesia
Authors: Mochamad Sugiarto, Yusmi Nw
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Goat farming became an important alternative in eradicating poverty in Banjarnegara District. The success of goat farming in delivering products through efficient business management will improve business competitiveness. Entrepreneurship based farming has been able to survive in an ever-changing and increasingly complex global economy. Entrepreneurial farmers characterized by the ability to provide products of goats by applying the principles of efficient business. To achieve, this requires an understanding and a positive outlook related to entrepreneurship involving the values of courage to take risks, creativity and innovation as well as management's ability to find and read the opportunities. Entrepreneurial orientation owned by farmers is an important spirit of farmers to make decision for developing the goat farming. Entrepreneurial orientation is the view of farmers against the values of confidence, result-oriented, future-oriented, and creativity/innovation in goat farming. This study aims to (1) identify the entrepreneurial orientation of goat farmers in Banjarnegara District (2) analyze business competitiveness (cost efficiency) of goat farming in the Banjarnegara District and (3) analyze the relationship between the entrepreneurial perception and cost efficiency of goat farming in the Banjarnegara District. 178 respondents (goat farmers) were taken using stratified random sampling based on altitude. Banjarnegara district with heterogeneous topography grouped into areas of high ( > 1500m), moderate (500m-1000m) and low ( < 500m). The goat farmers in Banjarnegara District has a moderate entrepreneurial orientation. The manage their goat farming efficiently by having R/C = 2.58. Strengthening the entrepreneurial orientation will significantly increase the cost efficiency, which has an impact on strengthening the competitiveness of goat farming in Banjarnegara District.Keywords: entrepreneurial orientation, cost efficiency, farm competitiveness, goat farming
Procedia PDF Downloads 2984519 Study of Effect of Steering Column Orientation and Operator Platform Position on the Hand Vibration in Compactors
Authors: Sunil Bandaru, Suresh Yv, Srinivas Vanapalli
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Heavy machinery especially compactors has more vibrations induced from the compactor mechanism than the engines. Since the operator’s comfort is most important in any of the machines, this paper shows interest in studying the vibrations on the steering wheel for a double drum compactor. As there are no standard procedures available for testing vibrations on the steering wheel of double drum compactors, this paper tries to evaluate the vibrations on the steering wheel by considering most of the possibilities. In addition to the feasibility for the operator to adjust the steering wheel tilt as in the case of automotive, there is an option for the operator to change the orientation of the operator platform for the complete view of the road’s edge on both the ends of the front and rear drums. When the orientation is either +/-180°, the operator will be closer to the compactor mechanism; also there is a possibility for the shuffle in the modes with respect to the operator. Hence it is mandatory to evaluate the vibrations levels in both cases. This paper attempts to evaluate the vibrations on the steering wheel by considering the two operator platform positions and three steering wheel tilting angles.Keywords: FEA, CAE, steering column, steering column orientation position
Procedia PDF Downloads 2184518 A Conceptualization of the Relationship between Frontline Service Robots and Humans in Service Encounters and the Effect on Well-Being
Authors: D. Berg, N. Hartley, L. Nasr
Abstract:
This paper presents a conceptual model of human-robot interaction within service encounters and the effect on the well-being of both consumers and service providers. In this paper, service providers are those employees who work alongside frontline service robots. The significance of this paper lies in the knowledge created which outlines how frontline service robots can be effectively utilized in service encounters for the benefit of organizations and society as a whole. As this paper is conceptual in nature, the main methodologies employed are theoretical, namely problematization and theory building. The significance of this paper is underpinned by the shift of service robots from manufacturing plants and factory floors to consumer-facing service environments. This service environment places robots in direct contact with frontline employees and consumers creating a hybrid workplace where humans work alongside service robots. This change from back-end to front-end roles may have implications not only on the physical environment, servicescape, design, and strategy of service offerings and encounters but also on the human parties of the service encounter itself. Questions such as ‘how are frontline service robots impacting and changing the service encounter?’ and ‘what effect are such changes having on the well-being of the human actors in a service encounter?’ spring to mind. These questions form the research question of this paper. To truly understand social service robots, an interdisciplinary perspective is required. Besides understanding the function, system, design or mechanics of a service robot, it is also necessary to understand human-robot interaction. However not simply human-robot interaction, but particularly what happens when such robots are placed in commercial settings and when human-robot interaction becomes consumer-robot interaction and employee-robot interaction? A service robot in this paper is characterized by two main factors; its social characteristics and the consumer-facing environment within which it operates. The conceptual framework presented in this paper contributes to interdisciplinary discussions surrounding social robotics, service, and technology’s impact on consumer and service provider well-being, and hopes that such knowledge will help improve services, as well as the prosperity and well-being of society.Keywords: frontline service robots, human-robot interaction, service encounters, well-being
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