Search results for: Service delays.

Authors: Adnene Arbi, Chaouki Aouiti, Abderrahmane Touati

Abstract:

In this paper, we consider the global exponential stability of the equilibrium point of Hopfield neural networks with delays and impulsive perturbation. Some new exponential stability criteria of the system are derived by using the Lyapunov functional method and the linear matrix inequality approach for estimating the upper bound of the derivative of Lyapunov functional. Finally, we illustrate two numerical examples showing the effectiveness of our theoretical results.

Keywords: Hopfield Neural Networks, Exponential stability.

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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.

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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

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Authors: Asem M. Othman

Abstract:

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.

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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.

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Authors: Ling Liu, Yuan Ye

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In this paper, a discrete-time SIR epidemic model with nonlinear incidence rate, time delays and impulses is investigated. Sufficient conditions for the existence and uniqueness of periodic solutions are obtained by using contraction theorem and inequality techniques. An example is employed to illustrate our results.

Keywords: Discrete-time SIR epidemic model, time delay, nonlinear incidence rate, impulse.

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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.

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Authors: Taghreed Abu-Salim

Abstract:

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 the framework. 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.

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Authors: Thanasit Suksutdhi

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This survey research aims to study the standard of service quality of food and beverage service staffs in hotel business by studying the service standard of three sample hotels, Siam Kempinski Hotel Bangkok, Four Seasons Resort Chiang Mai, and Banyan Tree Phuket. In order to find the international service standard of food and beverage service, triangular research, i.e. quantitative, qualitative, and survey were employed. In this research, questionnaires and in-depth interview were used for getting the information on the sequences and method of services. There were three parts of modified questionnaires to measure service quality and guest’s satisfaction including service facilities, attentiveness, responsibility, reliability, and circumspection. This study used sample random sampling to derive subjects with the return rate of the questionnaires was 70% or 280. Data were analyzed by SPSS to find arithmetic mean, SD, percentage, and comparison by t-test and One-way ANOVA. The results revealed that the service quality of the three hotels were in the international level which could create high satisfaction to the international customers. Recommendations for research implementations were to maintain the area of good service quality, and to improve some dimensions of service quality such as reliability. Training in service standard, product knowledge, and new technology for employees should be provided. Furthermore, in order to develop the service quality of the industry, training collaboration between hotel organization and educational institutions in food and beverage service should be considered.

Keywords: Service standard, food and beverage department, sequence of service, service method.

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Authors: S.M. Lee, J.H. Koo, J.H. Park, S.C. Won

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In this paper, we propose synchronization of an array of nonlinear systems with time delays. The array of systems is decomposed into isolated systems to establish appropriate Lyapunov¬Krasovskii functional. Using the Lyapunov-Krasovskii functional, a sufficient condition for the synchronization is derived in terms of LMIs(Linear Matrix Inequalities). Delayed feedback control gains are obtained by solving the sufficient condition. Numerical examples are given to show the validity the proposed method.

Keywords: Synchronization, Delay, Lyapunov method, LMI.

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Authors: Toshio Akimitsu, Yoichi Okabe, Akira Hirose

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Many experimental results suggest that more precise spike timing is significant in neural information processing. We construct a self-organization model using the spatiotemporal patterns, where Spike-Timing Dependent Plasticity (STDP) tunes the conduction delays between neurons. We show that the fluctuation of conduction delays causes globally continuous and locally distributed firing patterns through the self-organization.

Keywords: Self-organization, synfire-chain, Spike-Timing Dependent Plasticity, distributed information representation

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Authors: Changjin Xu, Peiluan Li

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In this paper, a FitzHugh-Nagumo model with time delays is investigated. The linear stability of the equilibrium and the existence of Hopf bifurcation with delay τ is investigated. By applying Nyquist criterion, the length of delay is estimated for which stability continues to hold. Numerical simulations for justifying the theoretical results are illustrated. Finally, main conclusions are given.

Keywords: FitzHugh-Nagumo model, Time delay, Stability, Hopf bifurcation.

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Authors: Toshio Akimitsu, Yoichi Okabe, Akira Hirose

Abstract:

Many experimental results suggest that more precise spike timing is significant in neural information processing. We construct a self-organization model using the spatiotemporal pat-terns, where Spike-Timing Dependent Plasticity (STDP) tunes the conduction delays between neurons. We show that, for highly syn-chronized inputs, the fluctuation of conduction delays causes globally continuous and locally distributed firing patterns through the self-organization.

Keywords: Self-organization, synfire-chain, Spike-Timing DependentPlasticity, distributed information representation.

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Authors: K. Rezabeigi, A. Vafaei, N. Movahhedinia

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The notion of Next Generation Network (NGN) is based on the Network Convergence concept which refers to integration of services (such as IT and communication services) over IP layer. As the most popular implementation of Service Oriented Architecture (SOA), Web Services technology is known to be the base for service integration. In this paper, we present a platform to deliver communication services as web services. We also implement a sample service to show the simplicity of making composite web and communication services using this platform. A Service Logic Execution Environment (SLEE) is used to implement the communication services. The proposed architecture is in agreement with Service Oriented Architecture (SOA) and also can be integrated to an Enterprise Service Bus to make a base for NGN Service Delivery Platform (SDP).

Keywords: Communication Services, SOA, Web Services, NGN, SLEE.

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Authors: Ying Wang

Abstract:

Service trade is an important force of influencing economic development. A review on the related literatures is done firstly. Then through the construction of a Diamond Model, the main factors which influence the competitiveness of Chinese service trade are determined. With three competitiveness indexes served as the reference series respectively, the influencing factors served as the comparable series, three grey incidence models are then built up to conduct an empirical analysis on the main factors influencing the competitiveness of service trade after China entering WTO. The result indicates that urbanization level, open degree of service industry and foreign direct investment have larger impacts on Chinese service trade competitiveness, followed in turn by GDP in service industry and human capital, while commodity trade has the minimum impact. Further discussion provides train of thought for the upgrade of Chinese service trade competitiveness.

Keywords: Service Trade, Competitiveness, Diamond Model, Grey Incidence Model.

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Authors: Hung T. Tsou, Hsuan Y. Hsu

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Service innovations are central concerns in fast changing environment. Due to the fitness in customer demands and advances in information technologies (IT) in service management, an expanded conceptualization of e-service innovation is required. Specially, innovation practices have become increasingly more challenging, driving managers to employ a different open innovation model to maintain competitive advantages. At the same time, firms need to interact with external and internal customers in innovative environments, like the open innovation networks, to co-create values. Based on these issues, an important conceptual framework of e-service innovation is developed. This paper aims to examine the contributing factors on e-service innovation and firm performance, including financial and non-financial aspects. The study concludes by showing how e-service innovation will play a significant role in growing the overall values of the firm. The discussion and conclusion will lead to a stronger understanding of e-service innovation and co-creating values with customers within open innovation networks.

Keywords: e-Service innovation, performance, open innovation networks, co-create value.

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Authors: D. I. De Souza, D. Kipper, G. P. Azevedo

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The main objective of this work is to compare the quality of service of the bus companies operating in the city of Rio Branco, located in the state of Acre with the quality of service of the bus companies operating in the city of Campos, situated in the state of Rio de Janeiro, both cities in Brazil. This comparison, based on the opinion of the bus users, will determine their degree of satisfaction with the service available in both cities. The outcome of this evaluation shows the users unhappy with the quality of the service provided by the bus companies operating in both cities and the need to identify alternative solutions that may minimize the consequences caused by the main problems detected in this work. With these alternatives available, the bus companies will be able to better understand the needs of their customers in terms of manpower, service cost, time schedule, etc.

Keywords: PubicTransportation, Quality of Service, Riders' Opinion, Bus Companies

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Authors: Zeynep Orman, Sabri Arik

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This paper presents a new sufficient condition for the existence, uniqueness and global asymptotic stability of the equilibrium point for Cohen-Grossberg neural networks with multiple time delays. The results establish a relationship between the network parameters of the neural system independently of the delay parameters. The results are also compared with the previously reported results in the literature.

Keywords: Equilibrium and stability analysis, Cohen-Grossberg Neural Networks, Lyapunov Functionals.

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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. From 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: Adoption, Asia, e-Government Service, Implementation, Nigeria.

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Authors: Wen-Pai Wang, Mei-Ching Tang

Abstract:

The service sector continues to grow and the percentage of GDP accounted for by service industries keeps increasing. The growth and importance of service to an economy is not just a phenomenon of advanced economies, service is now a majority of the world gross domestic products. However, the performance evaluation process of new service development problems generally involves uncertain and imprecise data. This paper presents a 2-tuple fuzzy linguistic computing approach to dealing with heterogeneous information and information loss problems while the processes of subjective evaluation integration. The proposed method based on group decision-making scenario to assist business managers in measuring performance of new service development manipulates the heterogeneity integration processes and avoids the information loss effectively.

Keywords: Heterogeneity, Multigranular linguistic computing, New service development, Performance evaluation.

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Authors: Zixin Liu, Shu Lü, Shouming Zhong, Mao Ye

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In this paper, some new nonlinear generalized Gronwall-Bellman-Type integral inequalities with mixed time delays are established. These inequalities can be used as handy tools to research stability problems of delayed differential and integral dynamic systems. As applications, based on these new established inequalities, some p-stable results of a integro-differential equation are also given. Two numerical examples are presented to illustrate the validity of the main results.

Keywords: Gronwall-Bellman-Type integral inequalities, integrodifferential equation, p-exponentially stable, mixed delays.

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Authors: Seungkyum Kim, Yongtae Park

Abstract:

Recently, business environment and customer needs have become rapidly changing, hence it is very difficult to fulfill sophisticated customer needs by product or service innovation only. In practice, to cope with this problem, various manufacturing companies have developed services to combine with their products. Along with this, many academic studies on PSS (Product Service System) which is the integrated system of products and services have been conducted from the viewpoint of manufacturers. On the other hand, service providers are also attempting to develop service-supporting products to increase their service competitiveness and provide differentiated value. However, there is a lack of research based on the service-centric point of view. Accordingly, this paper proposes a concept generation method for service-supporting product development from the service-centric point of view. This method is designed to be executed in five consecutive steps: situation analysis, problem definition, problem resolution, solution evaluation, and concept generation. In the proposed approach, some tools of TRIZ (Theory of Solving Inventive Problem) such as ISQ (Innovative Situation Questionnaire) and 40 inventive principles are employed in order to define problems of the current services and solve them by generating service-supporting product concepts. This research contributes to the development of service-supporting products and service-centric PSSs.

Keywords: TRIZ, PSS (Product Service System), service-supporting product, concept generation

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Authors: Wen-Pai Wang

Abstract:

The growing influence of service industries has prompted greater attention being paid to service operations management. However, service managers often have difficulty articulating the veritable effects of their service innovation. Especially, the performance evaluation process of service innovation problems generally involves uncertain and imprecise data. This paper presents a 2-tuple fuzzy linguistic computing approach to dealing with heterogeneous information and information loss problems while the processes of subjective evaluation integration. The proposed method based on group decision-making scenario to assist business managers in measuring performance of service innovation manipulates the heterogeneity integration processes and avoids the information loss effectively.

Keywords: Group decision-making, Heterogeneity, Linguisticcomputing, Multi-criteria, Service innovation

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Authors: Marcel Schneider, Nils Nießen

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Microscopic simulation tool kits allow for consideration of the two processes of railway operations and the previous timetable production. Block occupation conflicts on both process levels are often solved by using defined train priorities. These conflict resolutions (dispatching decisions) generate reactionary delays to the involved trains. The sum of reactionary delays is commonly used to evaluate the quality of railway operations, which describes the timetable robustness. It is either compared to an acceptable train performance or the delays are appraised economically by linear monetary functions. It is impossible to adequately evaluate dispatching decisions without a well-founded objective function. This paper presents a new approach for the evaluation of dispatching decisions. The approach uses mode choice models and considers the behaviour of the end-customers. These models evaluate the reactionary delays in more detail and consider other competing modes of transport. The new approach pursues the coupling of a microscopic model of railway operations with the macroscopic choice mode model. At first, it will be implemented for railway operations process but it can also be used for timetable production. The evaluation considers the possibility for the customer to interchange to other transport modes. The new approach starts to look at rail and road, but it can also be extended to air travel. The result of mode choice models is the modal split. The reactions by the end-customers have an impact on the revenue of the train operating companies. Different purposes of travel have different payment reserves and tolerances towards late running. Aside from changes to revenues, longer journey times can also generate additional costs. The costs are either time- or track-specific and arise from required changes to rolling stock or train crew cycles. Only the variable values are summarised in the contribution margin, which is the base for the monetary evaluation of delays. The contribution margin is calculated for different possible solutions to the same conflict. The conflict resolution is optimised until the monetary loss becomes minimal. The iterative process therefore determines an optimum conflict resolution by monitoring the change to the contribution margin. Furthermore, a monetary value of each dispatching decision can also be derived.

Keywords: Choice of mode, monetary evaluation, railway operations, reactionary delays.

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Authors: A. Golmohammadi, B. Jahandideh

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One of the determinants of a firm-s prosperity is the customers- perceived service quality and satisfaction. While service quality is wide in scope, and consists of various dimensions, there may be differences in the relative importance of these dimensions in affecting customers- overall satisfaction of service quality. Identifying the relative rank of different dimensions of service quality is very important in that it can help managers to find out which service dimensions have a greater effect on customers- overall satisfaction. Such an insight will consequently lead to more effective resource allocation which will finally end in higher levels of customer satisfaction. This issue –despite its criticality- has not received enough attention so far. Therefore, using a sample of 240 bank customers in Iran, an artificial neural network is developed to address this gap in the literature. As customers- evaluation of service quality is a subjective process, artificial neural networks –as a brain metaphor- may appear to have a potentiality to model such a complicated process. Proposing a neural network which is able to predict the customers- overall satisfaction of service quality with a promising level of accuracy is the first contribution of this study. In addition, prioritizing the service quality dimensions in affecting customers- overall satisfaction –by using sensitivity analysis of neural network- is the second important finding of this paper.

Keywords: service quality, customer satisfaction, relativeimportance, artificial neural network.

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Authors: A. Petz, S. Duckwitz, C. Schmalz, S. Meyer, S. Mütze-Niewöhner, C.M. Schlick

Abstract:

Although services play a crucial role in economy, service did not gain as much importance as productivity management in manufacturing. This paper presents key findings from literature and practice. Based on an initial definition of complex services, seven productivity concepts are briefly presented and assessed by relevant, complex service specific criteria. Following the findings a complex service productivity model is proposed. The novel model comprises of all specific dimensions of service provision from both, the provider-s as well as costumer-s perspective. A clear assignment of identified value drivers and relationships between them is presented. In order to verify the conceptual service productivity model a case study from a project engineering department of a chemical plant development and construction company is presented.

Keywords: assessment model, complex services, service productivity model, value driver.

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Authors: Bo Meng, Wei Wang

Abstract:

Resistance of denial of service attacks is a key security requirement in voting protocols. Acquisti protocol plays an important role in development of internet voting protocols and claims its security without strong physical assumptions. In this study firstly Acquisti protocol is modeled in extended applied pi calculus, and then resistance of denial of service attacks is proved with ProVerif. The result is that it is not resistance of denial of service attacks because two denial of service attacks are found. Finally we give the method against the denial of service attacks.

Keywords: Applied pi calculus, protocol state, symbolic model, availability.

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Authors: Anu Paul, Varghese Paul

Abstract:

The focal aspire of e-Government (eGovt) is to offer citizen-centered service delivery. Accordingly, the citizenry consumes services from multiple government agencies through national portal. Thus, eGovt is an enterprise with the primary business motive of transparent, efficient and effective public services to its citizenry and its logical structure is the eGovernment Enterprise Architecture (eGEA). Since eGovt is IT oriented multifaceted service-centric system, EA doesn’t do much on an automated enterprise other than the business artifacts. Service-Oriented Architecture (SOA) manifestation led some governments to pertain this in their eGovts, but it limits the source of business artifacts. The concurrent use of EA and SOA in eGovt executes interoperability and integration and leads to Service-Oriented e-Government Enterprise (SOeGE). Consequently, agile eGovt system becomes a reality. As an IT perspective eGovt comprises of centralized public service artifacts with the existing application logics belong to various departments at central, state and local level. The eGovt is renovating to SOeGE by apply the Service-Orientation (SO) principles in the entire system. This paper explores IT perspective of SOeGE in India which encompasses the public service models and illustrated with a case study the Passport service of India.

Keywords: Enterprise Architecture, Service-Oriented e-Government Enterprise, Service Interface Layer, Service Model.

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Authors: Sara Barati, Karim Ivaz

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In this paper, using a model transformation approach a system of linear delay differential equations (DDEs) with multiple delays is converted to a non-delayed initial value problem. The variational iteration method (VIM) is then applied to obtain the approximate analytical solutions. Numerical results are given for several examples involving scalar and second order systems. Comparisons with the classical fourth-order Runge-Kutta method (RK4) verify that this method is very effective and convenient.

Keywords: Variational iteration method, delay differential equations, multiple delays, Runge-Kutta method.

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Authors: Liyuan Wang, Shouming Zhong

Abstract:

In this paper, the design problem of state estimator for neural networks with the mixed time-varying delays are investigated by constructing appropriate Lyapunov-Krasovskii functionals and using some effective mathematical techniques. In order to derive several conditions to guarantee the estimation error systems to be globally exponential stable, we transform the considered systems into the neural-type time-delay systems. Then with a set of linear inequalities(LMIs), we can obtain the stable criteria. Finally, three numerical examples are given to show the effectiveness and less conservatism of the proposed criterion.

Keywords: State estimator, Neural networks, Globally exponential stability.

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