Search results for: service recovery
1598 The Service Failure and Recovery in the Information Technology Services
Authors: Jun Luo, Weiguo Zhang., Dabin Qin
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It is important to retain customer satisfaction in information technology services. When a service failure occurs, companies need to take service recovery action to recover their customer satisfaction. Although companies cannot avoid all problems and complaints, they should try to make up. Therefore, service failure and service recovery have become an important and challenging issue for companies. In this paper, the literature and the problems in the information technology services were reviewed. An integrated model of profit driven for the service failure and service recovery was established in view of the benefit of customer and enterprise. Moreover, the interaction between service failure and service recovery strategy was studied, the result of which verified the matching principles of the service recovery strategy and the type of service failure. In addition, the relationship between the cost of service recovery and customer-s cumulative value of service after recovery was analyzed with the model. The result attributes to managers in deciding on appropriate resource allocations for recovery strategies.Keywords: service failure, service recovery, informationtechnology services
Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 20931597 Customer Value Creation by CRM System in Electronic Device Companies
Authors: Hideki.Kobayashi, Hiroshi.Osada
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The service industry accounts for about 70% of GDP of Japan, and the importance of the service innovation is pointed out. The importance of the system use and the support service increases in the information system that is one of the service industries. However, because the system is not used enough, the purpose for which it was originally intended cannot often be achieved in the CRM system. To promote the use of the system, the effective service method is needed. It is thought that the service model's making and the clarification of the success factors are necessary to improve the operation service of the CRM system. In this research the model of the operation service in the CRM system is made.Keywords: Information system, Operation service, Serviceinnovation, Solution
Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 13021596 Adoption of Lean Thinking and Service Improvement for Care Home Service
Authors: Chuang-Chun Chiou
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Ageing population is a global trend; therefore the need of care service has been increasing dramatically. There are three basic forms of service delivered to the elderly: institution, community, and home. Particularly, the institutional service can be seen as an extension of medical service. The nursing home or so-called care home which is equipped with professional staff and facilities can provide a variety of service including rehabilitation service, short-term care, and long term care. Similar to hospital and other health care service, care home service do need to provide quality and cost-effective service to satisfy the dwellers. The main purpose of this paper is to show how lean thinking and service innovation can be applied to care home operation. The issues and key factors of implementing lean practice are discussed.
Keywords: Lean, Service improvement, SERVQUAL, Care home service.
Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 31581595 A Study on Evaluation of E-Government Service Quality
Authors: Nguyen Manh Hien
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Service quality is the highest requirement by users, especially for the service in electronic government. During the past decades, it has become a major area of academic investigation. Considering this issue, there are a lot of researches that evaluated the dimensions and e-service contexts. This study also identified the dimensions of service quality, but focuses on a new concept and provides a new methodology in developing measurement scales of e-service quality such as information quality, service quality and organization quality. Finally, this study will suggest a key factor to evaluate e-government service quality better.
Keywords: E-government, e-service, e-service quality, dimensionality.
Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 64091594 Design of Cloud Service Brokerage System Intermediating Integrated Services in Multiple Cloud Environment
Authors: Dongjae Kang, Sokho Son, Jinmee Kim
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Cloud service brokering is a new service paradigm that provides interoperability and portability of application across multiple Cloud providers. In this paper, we designed Cloud service brokerage system, anyBroker, supporting integrated service provisioning and SLA based service lifecycle management. For the system design, we introduce the system concept and whole architecture, details of main components and use cases of primary operations in the system. These features ease the Cloud service provider and customer’s concern and support new Cloud service open market to increase Cloud service profit and prompt Cloud service echo system in Cloud computing related area.
Keywords: Cloud service brokerage, multiple Clouds, Integrated service provisioning, SLA, network service.
Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 26271593 A New IT-Convergence Service Design Framework
Authors: Hwa-Jong Kim
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In many countries, digital city or ubiquitous city (u-City) projects have been initiated to provide digitalized economic environments to cities. Recently in Korea, Kangwon Province has started the u-Kangwon project to boost local economy with digitalized tourism services. We analyze the limitations of the ubiquitous IT approach through the u-Kangwon case. We have found that travelers are more interested in quality over speed in access of information. For improved service quality, we are looking to develop an IT-convergence service design framework (ISDF). The ISDF is based on the service engineering technique and composed of three parts: Service Design, Service Simulation, and the Service Platform.Keywords: Service design, service simulation, service platform, service design framework.
Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 12491592 Recovery of Copper and DCA from Simulated Micellar Enhanced Ultrafiltration (MEUF)Waste Stream
Authors: Chuan-Kun Liu, Chi-Wang Li
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Simultaneous recovery of copper and DCA from simulated MEUF concentrated stream was investigated. Effects of surfactant (DCA) and metal (copper) concentrations, surfactant to metal molar ratio (S/M ratio), electroplating voltage, EDTA concentration, solution pH, and salt concentration on metal recovery and current efficiency were studied. Electric voltage of -0.5 V was shown to be optimum operation condition in terms of Cu recovery, current efficiency, and surfactant recovery. Increasing Cu recovery and current efficiency were observed with increases of Cu concentration while keeping concentration of DCA constant. However, increasing both Cu and DCA concentration while keeping S/M ratio constant at 2.5 showed detrimental effect on Cu recovery at DCA concentration higher than 15 mM. Cu recovery decreases with increasing pH while current efficiency showed an opposite trend. It is believed that conductivity is the main cause for discrepancy of Cu recovery and current efficiency observed at different pH. Finally, it was shown that EDTA had adverse effect on both Cu recovery and current efficiency while addition of NaCl salt had negative impact on current efficiency at concentration higher than 8000 mg/L.Keywords: metal recovery, MEUF waste, surfactant, electroplating.
Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 15671591 Applying Transformative Service Design to Develop Brand Community Service in Women, Children and Infants Retailing
Authors: Shian Wan, Yi-Chang Wang, Yu-Chien Lin
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This research discussed the various theories of service design, the importance of service design methodology, and the development of transformative service design framework. In this study, transformative service design is applied while building a new brand community service for women, children and infants retailing business. The goal is to enhance the brand recognition and customer loyalty, effectively increase the brand community engagement by embedding the brand community in social network and ultimately, strengthen the impact and the value of the company brand.Keywords: Service design, transformative service design, brand community.
Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 12801590 Integrating PZB Model and TRIZ for Service Innovation of Tele-Healthcare
Authors: Chuang-Chun Chiou, Chien-Ju Liu, Jenteng Tsai
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Due to the rise of aging population, effective utilization of healthcare resources has become an important issue. With the advance of ICT technology, the application of tele-healthcare service has received more attention than ever. The main purpose of this research is to investigate how to conduct innovative design for tele-healthcare service based on user-s perspectives. First, the healthcare service blueprint was used to describe the processes of tele-healthcare service delivery, and then construct PZB service quality gap model based on the literature and practitioners- interviews. Next, TRIZ theory is applied to implement service innovation. We found the proposed service innovation procedures can effectively improve the quality of service design.Keywords: Tele-homecare, Service blueprint, TRIZ, PZB model
Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 23081589 Service Identification Approach to SOA Development
Authors: Nafise Fareghzadeh
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Service identification is one of the main activities in the modeling of a service-oriented solution, and therefore errors made during identification can flow down through detailed design and implementation activities that may necessitate multiple iterations, especially in building composite applications. Different strategies exist for how to identify candidate services that each of them has its own benefits and trade offs. The approach presented in this paper proposes a selective identification of services approach, based on in depth business process analysis coupled with use cases and existing assets analysis and goal service modeling. This article clearly emphasizes the key activities need for the analysis and service identification to build a optimized service oriented architecture. In contrast to other approaches this article mentions some best practices and steps, wherever appropriate, to point out the vagueness involved in service identification.Keywords: SOA, service identification, service taxonomy, service layer.
Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 30781588 Web Service Providing Using Web Service Transformation
Authors: Youngmee Shin, Hyunjoo Bae
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In order to provide existing SOAP (Simple Object Access Protocol)-based Web services with users who are familiar with REST (REpresentational State Transfer)-style Web services, this paper proposes Web service providing method using Web service transformation. This enables SOAP-based service providers to define rules for mapping from RESTful Web services to SOAP-based ones. Using these mapping rules, HTTP request messages for RESTful services are converted automatically into SOAP-based service invocations. Web service providers need not develop duplicate RESTful services and they can avoid programming mediation modules per service. Furthermore, they need not equip mediation middleware like ESB (Enterprise Service Bus) only for the purpose of transformation of two different Web service styles.Keywords: REST, SOAP, Web Services, Web ServiceTransformation.
Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 18301587 Consolidating Service Engineering Ontologies Building Service Ontology from SOA Modeling Language (SoaML)
Authors: Purnomo Yustianto, Robin Doss, Suhardi, Novianto Budi Kurniawan
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As a term for characterizing a process of devising a service system, the term ‘service engineering’ is still regarded as an ‘open’ research challenge due to unspecified details and conflicting perspectives. This paper presents consolidated service engineering ontologies in collecting, specifying and defining relationship between components pertinent within the context of service engineering. The ontologies are built by way of literature surveys from the collected conceptual works by collating various concepts into an integrated ontology. Two ontologies are produced: general service ontology and software service ontology. The software-service ontology is drawn from the informatics domain, while the generalized ontology of a service system is built from both a business management and the information system perspective. The produced ontologies are verified by exercising conceptual operationalizations of the ontologies in adopting several service orientation features and service system patterns. The proposed ontologies are demonstrated to be sufficient to serve as a basis for a service engineering framework.
Keywords: Engineering, ontology, service, SoaML.
Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 6501586 Web Service Architecture for Computer-Adaptive Testing on e-Learning
Authors: M. Phankokkruad, K. Woraratpanya
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This paper proposes a Web service and serviceoriented architecture (SOA) for a computer-adaptive testing (CAT) process on e-learning systems. The proposed architecture is developed to solve an interoperability problem of the CAT process by using Web service. The proposed SOA and Web service define all services needed for the interactions between systems in order to deliver items and essential data from Web service to the CAT Webbased application. These services are implemented in a XML-based architecture, platform independence and interoperability between the Web service and CAT Web-based applications.Keywords: Web service, service-oriented architecture, computer-adaptive testing, e-learning, interoperability
Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 17221585 Dielectric Recovery Characteristics of High Voltage Gas Circuit Breakers Operating with CO2 Mixture
Authors: Peng Lu, Branimir Radisavljevic, Martin Seeger, Daniel Over, Torsten Votteler, Bernardo Galletti
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CO₂-based gas mixtures exhibit huge potential as the interruption medium for replacing SF₆ in high voltage switchgears. In this paper, the recovery characteristics of dielectric strength of CO₂-O₂ mixture in the post arc phase after the current zero are presented. As representative examples, the dielectric recovery curves under conditions of different gas filling pressures and short-circuit current amplitudes are presented. A series of dielectric recovery measurements suggests that the dielectric recovery rate is proportional to the mass flux of the blowing gas, and the dielectric strength recovers faster in the case of lower short circuit currents.
Keywords: CO2 mixture, high voltage circuit breakers, dielectric recovery rate, short-circuit current, mass flux.
Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 4271584 Energy and Economic Analysis of Heat Recovery from Boiler Exhaust Flue Gas
Authors: Kemal Comakli, Meryem Terhan
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In this study, the potential of heat recovery from waste flue gas was examined in 60 MW district heating system of a university, and fuel saving was aimed by using the recovered heat in the system as a source again. Various scenarios are intended to make use of waste heat. For this purpose, actual operation data of the system were taken. Besides, the heat recovery units that consist of heat exchangers such as flue gas condensers, economizers or air pre-heaters were designed theoretically for each scenario. Energy analysis of natural gas-fired boiler’s exhaust flue gas in the system, and economic analysis of heat recovery units to predict payback periods were done. According to calculation results, the waste heat loss ratio from boiler flue gas in the system was obtained as average 16%. Thanks to the heat recovery units, thermal efficiency of the system can be increased, and fuel saving can be provided. At the same time, a huge amount of green gas emission can be decreased by installing the heat recovery units.
Keywords: Heat recovery from flue gas, energy analysis of flue gas, economical analysis, payback period.
Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 28341583 Civil Service Reforms in Kazakhstan and Its Influence on Modernization
Authors: Aliya Idrissova
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Civil service (public administration) is an important social institution of society properties. Civil service institution had a significant impact on modernization processes in Kazakhstan through ensuring the functioning of all the subsystems of social life. This article is an attempt to analyze the reforms of public service institution in Kazakhstan and to assess its influence on modernization processes.
Keywords: Civil service, Kazakhstan, modernization, a national model of civil service, civil service reforms, bureaucracy.
Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 24451582 A Framework for Evaluating the QoS and Cost of Web Services Based on Its Functional Performance
Authors: M. Mohemmed Sha, T. Manesh, A. Mohamed Mustaq Ahmed
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In this corporate world, the technology of Web services has grown rapidly and its significance for the development of web based applications gradually rises over time. The success of Business to Business integration rely on finding novel partners and their services in a global business environment. However, the selection of the most suitable Web service from the list of services with the identical functionality is more vital. The satisfaction level of the customer and the provider’s reputation of the Web service are primarily depending on the range it reaches the customer’s requirements. In most cases, the customer of the Web service feels that he is spending for the service which is undelivered. This is because the customer always thinks that the real functionality of the web service is not reached. This will lead to change of the service frequently. In this paper, a framework is proposed to evaluate the Quality of Service (QoS) and its cost that makes the optimal correlation between each other. In addition, this research work proposes some management decision against the functional deviancy of the web service that is guaranteed at time of selection.Keywords: Web service, service level agreement, quality of a service, cost of a service, QoS, CoS, SOA, WSLA, WsRF.
Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 21711581 Deployment of Service Quality Characteristics
Authors: Shuki Dror
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This work discusses an innovative methodology for deployment of service quality characteristics. Four groups of organizational features that may influence the quality of services are identified: human resource, technology, planning, and organizational relationships. A House of Service Quality (HOSQ) matrix is built to extract the desired improvement in the service quality characteristics and to translate them into a hierarchy of important organizational features. The Mean Square Error (MSE) criterion enables the pinpointing of the few essential service quality characteristics to be improved as well as selection of the vital organizational features. The method was implemented in an engineering supply enterprise and provides useful information on its vital service dimensions.Keywords: HOQ, organizational features, service quality.
Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 18501580 Influence of Measurement System on Negative Bias Temperature Instability Characterization: Fast BTI vs Conventional BTI vs Fast Wafer Level Reliability
Authors: Vincent King Soon Wong, Hong Seng Ng, Florinna Sim
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Negative Bias Temperature Instability (NBTI) is one of the critical degradation mechanisms in semiconductor device reliability that causes shift in the threshold voltage (Vth). However, thorough understanding of this reliability failure mechanism is still unachievable due to a recovery characteristic known as NBTI recovery. This paper will demonstrate the severity of NBTI recovery as well as one of the effective methods used to mitigate, which is the minimization of measurement system delays. Comparison was done in between two measurement systems that have significant differences in measurement delays to show how NBTI recovery causes result deviations and how fast measurement systems can mitigate NBTI recovery. Another method to minimize NBTI recovery without the influence of measurement system known as Fast Wafer Level Reliability (FWLR) NBTI was also done to be used as reference.Keywords: Fast vs slow BTI, Fast wafer level reliability, Negative bias temperature instability, NBTI measurement system, metal-oxide-semiconductor field-effect transistor, MOSFET, NBTI recovery, reliability.
Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 16351579 Public Transport: Punctuality Index for Bus Operation
Authors: Noorfakhriah Yaakub, Madzlan Napiah
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Public bus service plays a significant role in our society as people movers and to facilitate travels within towns and districts. The quality of service of public bus is always being regarded as poor, or rather, underestimated as second class means of transportation. Reliability of service, or the ability to deliver service as planned, is one key element in perceiving the quality of bus service and the punctuality index is one of the performance parameters in determining the service reliability. This study concentrates on evaluating the reliability performance of bus operation using punctuality index assessment. A week data for each of six city bus routes is recorded using the on-board methodology to calculate the punctuality index for city bus service in Kota Bharu. The results revealed that the punctuality index for the whole city bus network is 94.25% (LOS B).Keywords: Punctuality Index, Reliability Performance, Service Performance.
Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 38331578 Oil Recovery Study by Low Temperature Carbon Dioxide Injection in High-Pressure High-Temperature Micromodels
Authors: Zakaria Hamdi, Mariyamni Awang
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For the past decades, CO2 flooding has been used as a successful method for enhanced oil recovery (EOR). However, high mobility ratio and fingering effect are considered as important drawbacka of this process. Low temperature injection of CO2 into high temperature reservoirs may improve the oil recovery, but simulating multiphase flow in the non-isothermal medium is difficult, and commercial simulators are very unstable in these conditions. Furthermore, to best of authors’ knowledge, no experimental work was done to verify the results of the simulations and to understand the pore-scale process. In this paper, we present results of investigations on injection of low temperature CO2 into a high-pressure high-temperature micromodel with injection temperature range from 34 to 75 °F. Effect of temperature and saturation changes of different fluids are measured in each case. The results prove the proposed method. The injection of CO2 at low temperatures increased the oil recovery in high temperature reservoirs significantly. Also, CO2 rich phases available in the high temperature system can affect the oil recovery through the better sweep of the oil which is initially caused by penetration of LCO2 inside the system. Furthermore, no unfavorable effect was detected using this method. Low temperature CO2 is proposed to be used as early as secondary recovery.
Keywords: Enhanced oil recovery, CO2 flooding, micromodel studies, miscible flooding.
Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 11261577 Simulation of Utility Accrual Scheduling and Recovery Algorithm in Multiprocessor Environment
Authors: A. Idawaty, O. Mohamed, A. Z. Zuriati
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This paper presents the development of an event based Discrete Event Simulation (DES) for a recovery algorithm known Backward Recovery Global Preemptive Utility Accrual Scheduling (BR_GPUAS). This algorithm implements the Backward Recovery (BR) mechanism as a fault recovery solution under the existing Time/Utility Function/ Utility Accrual (TUF/UA) scheduling domain for multiprocessor environment. The BR mechanism attempts to take the faulty tasks back to its initial safe state and then proceeds to re-execute the affected section of the faulty tasks to enable recovery. Considering that faults may occur in the components of any system; a fault tolerance system that can nullify the erroneous effect is necessary to be developed. Current TUF/UA scheduling algorithm uses the abortion recovery mechanism and it simply aborts the erroneous task as their fault recovery solution. None of the existing algorithm in TUF/UA scheduling domain in multiprocessor scheduling environment have considered the transient fault and implement the BR mechanism as a fault recovery mechanism to nullify the erroneous effect and solve the recovery problem in this domain. The developed BR_GPUAS simulator has derived the set of parameter, events and performance metrics according to a detailed analysis of the base model. Simulation results revealed that BR_GPUAS algorithm can saved almost 20-30% of the accumulated utilities making it reliable and efficient for the real-time application in the multiprocessor scheduling environment.
Keywords: Time Utility Function/ Utility Accrual (TUF/UA) scheduling, Real-time system (RTS), Backward Recovery, Multiprocessor, Discrete Event Simulation (DES).
Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 9551576 Measuring Perceived Service Quality for Intelligent Living Space Showroom – Living 3.0 in Taiwan
Authors: Ming-Wen Hsu, Yaw-Kuang Chen, Che-Ming Chiang, Shin-Ku Lee
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This research explores visitor-s expectations of service quality in intelligent living space showroom – Living 3.0 in Taiwan. Based on the five dimensions of PZB service quality, a specialist questionnaire is utilized to establish a complete service quality evaluation framework for Living 3.0. In this research, analysis hierarchy process (AHP) is applied to find the relative weights among the criteria. Finally, the service quality evaluation framework and evaluation results can be used as a guide for Living 3.0 proprietors to review, improve, and enhance service planning and service qualities in the future.Keywords: Analysis Hierarchy Process (AHP), Service quality, Intelligent living space.
Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 16231575 On the Dynamic Model of Service Innovation in Manufacturing Industry
Authors: Yongyoon Suh, Chulhyun Kim, Moon-soo Kim
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As the trend of manufacturing is being dominated depending on services, products and processes are more and more related with sophisticated services. Thus, this research starts with the discussion about integration of the product, process, and service in the innovation process. In particular, this paper sets out some foundations for a theory of service innovation in the field of manufacturing, and proposes the dynamic model of service innovation related to product and process. Two dynamic models of service innovation are suggested to investigate major tendencies and dynamic variations during the innovation cycle: co-innovation and sequential innovation. To structure dynamic models of product, process, and service innovation, the innovation stages in which two models are mainly achieved are identified. The research would encourage manufacturers to formulate strategy and planning for service development with product and process.
Keywords: dynamic model, service innovation, service innovation models, innovation cycle, manufacturing industry.
Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 20071574 Design of Multiple Clouds Based Global Performance Evaluation Service Broker System
Authors: Dong-Jae Kang, Nam-Woo Kim, Duk-Joo Son, Sung-In Jung
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According to dramatic growth of internet services, an easy and prompt service deployment has been important for internet service providers to successfully maintain time-to-market. Before global service deployment, they have to pay the big cost for service evaluation to make a decision of the proper system location, system scale, service delay and so on. But, intra-Lab evaluation tends to have big gaps in the measured data compared with the realistic situation, because it is very difficult to accurately expect the local service environment, network congestion, service delay, network bandwidth and other factors. Therefore, to resolve or ease the upper problems, we propose multiple cloud based GPES Broker system and use case that helps internet service providers to alleviate the above problems in beta release phase and to make a prompt decision for their service launching. By supporting more realistic and reliable evaluation information, the proposed GPES Broker system saves the service release cost and enables internet service provider to make a prompt decision about their service launching to various remote regions.
Keywords: GPES Broker system, Cloud Service Broker, Multiple Cloud, Global performance evaluation service (GPES), Service provisioning
Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 20371573 Identification of Service Quality Determinants in the Hotel Sector: A Conceptual Review
Authors: Asem M. Othman
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The expansion of the hospitality industry is distinctive in the 21st century. Services, by nature, are intangible. Hence, service quality, in general, is a complicated process to be measured and evaluated. Hotels, as a service sector and part of the hospitality industry, are growing rapidly. This research paper was carried out to identify the quality determinants that may affect hotel guests’ service quality perception. In this research paper, each quality determinant will be discussed, illustrated, and justified thoroughly via a systematic literature review. This paper sets the stage to measure the significant influence of the service quality determinants on guest satisfaction. The knowledge contribution from this study proposes to practitioners and/or hotel service providers, fundamental elements to adopt the implications into their policies.
Keywords: Hotel service, service quality, quality determinants, quality management.
Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 4281572 Experimental Study of Strength Recovery from Residual Strength on Kaolin Clay
Authors: Deepak R. Bhat, Netra P. Bhandery, Ryuichi Yatabe
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Strength recovery effect from the residual-state of shear is not well address in scientific literature. Torsional ring shear strength recovery tests on kaolin clay using rest periods up to 30 days are performed at the effective normal stress 100kN/m2. Test results shows that recovered strength measured in the laboratory is slightly noticeable after rest period of 3 days, but recovered strength lost after very small shear displacement. This paper mainly focused on the strength recovery phenomenon from the residual strength of kaolin clay based on torsional ring shear test results. Mechanisms of recovered strength are also discussed.
Keywords: Kaolin clay, Residual strength, Strength recovery, Torsional ring shear test.
Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 24501571 A Conceptual Framework on Review of E-Service Quality in Banking Industry
Authors: Vivek Agrawal, Vikas Tripathi, Nitin Seth
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E-service quality plays a significant role to achieve success or failure in any organization, offering services online. It will increase the competition among the organizations, to attract the customers on the basis of the quality of service provided by the organization. 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 Indian Banking Industry. Nine dimensions reliability, ease of use, personalization, security and trust, website aesthetic, responsiveness, contact and fulfillment had been identified. The results of this paper may help to develop a proper scale to measure the e-service quality in Indian Banking Industry, which may assist to maintain and improve the performance and effectiveness of e-service quality to retain customers.
Keywords: Banking, Service Quality, e-service quality, Dimensions.
Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 54711570 A Robust Optimization Method for Service Quality Improvement in Health Care Systems under Budget Uncertainty
Authors: H. Ashrafi, S. Ebrahimi, H. Kamalzadeh
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With the development of business competition, it is important for healthcare providers to improve their service qualities. In order to improve service quality of a clinic, four important dimensions are defined: tangibles, responsiveness, empathy, and reliability. Moreover, there are several service stages in hospitals such as financial screening and examination. One of the most challenging limitations for improving service quality is budget which impressively affects the service quality. In this paper, we present an approach to address budget uncertainty and provide guidelines for service resource allocation. In this paper, a service quality improvement approach is proposed which can be adopted to multistage service processes to improve service quality, while controlling the costs. A multi-objective function based on the importance of each area and dimension is defined to link operational variables to service quality dimensions. The results demonstrate that our approach is not ultra-conservative and it shows the actual condition very well. Moreover, it is shown that different strategies can affect the number of employees in different stages.
Keywords: Service quality assessment, healthcare resource allocation, robust optimization, budget uncertainty.
Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 10811569 A Comparative Study of Metal Extraction from Spent Catalyst Using Acidithiobacillus ferrooxidans
Authors: Haragobinda Srichandan, Sradhanjali Singh, Dong Jin Kim, Seoung-Won Lee
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The recovery of metal values and safe disposal of spent catalyst is gaining interest due to both its hazardous nature and increased regulation associated with disposal methods. Prior to the recovery of the valuable metals, removal of entrained deposits limit the diffusion of lixiviate resulting in low recovery of metals must be taken into consideration. Therefore, petroleum refinery spent catalyst was subjected to acetone washing and roasting at 500oC. The treated samples were investigated for metals bioleaching using Acidithiobacillus ferrooxidans in batch reactors and the leaching efficiencies were compared. It was found out that acetone washed spent catalysts results in better metal recovery compare to roasted spent. About 83% Ni, 20% Al, 50% Mo and 73% V were leached using the acetone washed spent catalyst. In both the cases, Ni, V and Mo was high compared to Al.Keywords: Acetone wash, At. ferrooxidans, Bioleaching, Calcined, Metal recovery.
Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 2571