Search results for: Service Marketing Mix

Authors: Narasimhaiah Gorla, Annibal Scavarda

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Nowadays, where most of the leading economies are service oriented and e-business is being widely used for their management, supply chain management has become one of the most studied and practiced fields. Quality has an important role on today-s business processes, so it is important to understand the impact of IT service quality on the performance of supply chains. This paper will start by analyzing the Supply Chain Operations Reference (SCOR) model and each of its five activities: Plan, Source, Make, Delivery, and Return. This article proposes a framework for analyzing Effect of IT Service Quality on Supply Chain Performance. Using the proposed framework, hypotheses are framed for the direct effect of IT service quality on Supply Chain Performance and its indirect effect through effective Supply Chain Management. The framework will be validated empirically based on the surveys of executives of various organizations and statistical analyses of the data collected.

Keywords: IT service quality, SCOR model, Supply Chain Management, Supply Chain Performance

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Authors: F. Sarabchi, A. H. Darvishan, H. Yeganeh, H. Ahmadian

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Next generation networks with the idea of convergence of service and control layer in existing networks (fixed, mobile and data) and with the intention of providing services in an integrated network, has opened new horizon for telecom operators. On the other hand, economic problems have caused operators to look for new source of income including consider new services, subscription of more users and their promotion in using morenetwork resources and easy participation of service providers or 3rd party operators in utilizing networks. With this requirement, an architecture based on next generation objectives for service layer is necessary. In this paper, a new architecture based on IMS model explains participation of 3rd party operators in creation and implementation of services on an integrated telecom network.

Keywords: Service model, IMS, API, Scripting language, JAIN, Parlay.

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Authors: Soheila Raeisi, Meng Lingjie

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The interaction of customers with businesses is a process that is critical to the running of those businesses. Different levels of customer engagement and service innovation exist when pursuing value co-creation endeavors. The important thing in this whole process is for business managers know the benefits that can be realized when these activities are pursued effectively. The purpose of this paper is to first identify the importance of value co-creation when pursued via customer engagement and service innovation. Secondly, it will also identify the conditions under which value co-destruction can occur on the same. The background of the topic will be reviewed followed by the literature review with a special focus on the definition of these terms and the research design to be used. The research found that it is beneficial to have a strong relationship between stakeholders and the business in order to have strong customer engagement and service innovation.

Keywords: Customer engagement, service innovation, value co-creation, value co-destruction.

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Authors: António J. R. Neves, Rui Garcia, Paulo Dias, Alina Trifan

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With the aging of the world population and the continuous growth in technology, service robots are more and more explored nowadays as alternatives to healthcare givers or personal assistants for the elderly or disabled people. Any service robot should be capable of interacting with the human companion, receive commands, navigate through the environment, either known or unknown, and recognize objects. This paper proposes an approach for object recognition based on the use of depth information and color images for a service robot. We present a study on two of the most used methods for object detection, where 3D data is used to detect the position of objects to classify that are found on horizontal surfaces. Since most of the objects of interest accessible for service robots are on these surfaces, the proposed 3D segmentation reduces the processing time and simplifies the scene for object recognition. The first approach for object recognition is based on color histograms, while the second is based on the use of the SIFT and SURF feature descriptors. We present comparative experimental results obtained with a real service robot.

Keywords: Service Robot, Object Recognition, 3D Sensors, Plane Segmentation.

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Authors: Yan-Fang Niu

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In view of current IT integration development of SOA, this paper examines AIS design based on SOA, including information sources collection, accounting business process integration and real-time financial reports. The main objective of this exploratory paper is to facilitate AIS research combing the Web Service, which is often ignored in accounting and computer research. It provides a conceptual framework that clarifies the interdependency between SOA and AIS, and also presents the major SOA functions in different areas of AIS

Keywords: AIS, SOA, Web Service

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Authors: Pradeep Kumar, Shibashish Chakraborty, Sasadhar Bera

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In the anticipation of demand fluctuations, services cannot be inventoried and hence it creates a difficult problem in marketing of services. The inability to meet customers (patients) requirements in healthcare context has more serious consequences than other service sectors. In order to meet patient requirements in the current uncertain environment, healthcare organizations are seeking ways for improved service delivery. Flexibility provides a mechanism for reducing variability in service encounters and improved performance. Flexibility is defined as the ability of the organization to cope with changing circumstances or instability caused by the environment. Patient satisfaction is an important performance outcome of healthcare organizations. However, the paucity of information exists in healthcare delivery context to examine the impact of flexibility on patient satisfaction and behavioral intention. The present study is an attempt to develop a conceptual foundation for investigating overall impact of flexibility on patient satisfaction and behavioral intention. Several dimensions of flexibility in healthcare context are examined and proposed to have a significant impact on patient satisfaction and intention. Furthermore, the study involves a critical examination of determinants of patient satisfaction and development of a comprehensive view the relationship between flexibility, patient satisfaction and behavioral intention. Finally, theoretical contributions and implications for healthcare professionals are suggested from flexibility perspective.

Keywords: Healthcare, flexibility, patient satisfaction, behavioral intention.

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Authors: N. Arulanand, P. M. Ananth

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Quality of Service (QoS) attributes as part of the service description is an important factor for service attribute. It is not easy to exactly quantify the weight of each QoS conditions since human judgments based on their preference causes vagueness. As web services selection requires optimization, evolutionary computing based on heuristics to select an optimal solution is adopted. In this work, the evolutionary computing technique Particle Swarm Optimization (PSO) is used for selecting a suitable web services based on the user’s weightage of each QoS values by optimizing the QoS weight vector and thereby finding the best weight vectors for best services that is being selected. Finally the results are compared and analyzed using static inertia weight and deterministic inertia weight of PSO.

Keywords: QoS, Optimization, Particle Swarm Optimization (PSO), weight vector, web services, web service selection.

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Authors: Maassoumeh Javadi Baygi, Abdul Rahman B Ramli, Borhanuddin Mohd Ali, Syamsiah Mashohor

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The expectation of network performance from the early days of ARPANET until now has been changed significantly. Every day, new advancement in technological infrastructure opens the doors for better quality of service and accordingly level of perceived quality of network services have been increased over the time. Nowadays for many applications, late information has no value or even may result in financial or catastrophic loss, on the other hand, demands for some level of guarantee in providing and maintaining quality of service are ever increasing. Based on this history, having a QoS aware routing system which is able to provide today's required level of quality of service in the networks and effectively adapt to the future needs, seems as a key requirement for future Internet. In this work we have extended the traditional AntNet routing system to support QoS with multiple metrics such as bandwidth and delay which is named Q-Net. This novel scalable QoS routing system aims to provide different types of services in the network simultaneously. Each type of service can be provided for a period of time in the network and network nodes do not need to have any previous knowledge about it. When a type of quality of service is requested, Q-Net will allocate required resources for the service and will guarantee QoS requirement of the service, based on target objectives.

Keywords: Quality of Service, Routing, Ant Colony Optimization, Ant-based algorithms.

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Authors: Suthawan Chirapanda

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International trade involves both large and small firms engaged in business overseas. Possible drivers that force companies to enter international markets include increasing competition at the domestic market, maturing domestic markets, and limited domestic market opportunities. Technology is an important driving factor in shaping international marketing strategy as well as in driving force towards a more global marketplace, especially technology in communication. It includes telephones, the internet, computer systems and e-mail. There are three main marketing strategy choices, namely standardization approach, adaptation approach and middleof- the-road approach that companies implement to overseas markets. The decision depends on situations and factors facing the companies in the international markets. In this paper, the contingency concept is considered that no single strategy can be effective in all contexts. The effect of strategy on performance depends on specific situational variables. Strategic fit is employed to investigate export marketing strategy adaptation under certain environmental conditions, which in turn can lead to superior performance.

Keywords: Contingency approach, international marketing strategy, strategic fit, technological environment

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Authors: W. Adi, Khaled E. A. Negm, A. Mabrouk, H. Ghraieb

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In the current study we present a system that is capable to deliver proxy based differentiated service. It will help the carrier service node to sell a prepaid service to clients and limit the use to a particular mobile device or devices for a certain time. The system includes software and hardware architecture for a mobile device with moderate computational power, and a secure protocol for communication between it and its carrier service node. On the carrier service node a proxy runs on a centralized server to be capable of implementing cryptographic algorithms, while the mobile device contains a simple embedded processor capable of executing simple algorithms. One prerequisite is needed for the system to run efficiently that is a presence of Global Trusted Verification Authority (GTVA) which is equivalent to certifying authority in IP networks. This system appears to be of great interest for many commercial transactions, business to business electronic and mobile commerce, and military applications.

Keywords: Mobile Device Security, Identity Authentication, Mobile Commerce Security.

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Authors: Norazah Mohd Suki, Norbayah Mohd Suki

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This research aims to examine the influence of mediating effect of corporate social responsibility on the relationship between consumer awareness of green marketing and purchase intentions in the retail setting. Data from 200 valid questionnaires was analyzed using the partial least squares (PLS) approach for the analysis of structural equation models with SmartPLS computer program version 2.0 as research data does not necessarily have a multivariate normal distribution and is less sensitive to sample size than other covariance approaches. PLS results revealed that corporate social responsibility partially mediated the link between consumer awareness of green marketing and purchase intentions of the product in the retail setting. Marketing managers should allocate a sufficient portion of their budget to appropriate corporate social responsibility activities by engaging in voluntary programs for positive return on investment leading to increased business profitability and long run business sustainability. The outcomes of the mediating effects of corporate social responsibility add a new impetus to the growing literature and preceding discoveries on consumer green marketing awareness, which is inadequately researched in the Malaysian setting. Direction for future research is also presented.

Keywords: Green marketing awareness, corporate social responsibility, partial least squares, purchase intention.

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Authors: Sadık Kartal

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This study was carried out to determine the feedback from the primary school headmasters on in-service training activities. 384 primary school headmasters were asked to give feedback on the in-service training facilities organized by the Ministry of Education through an open –ended question. The study group was formed by 359 primary school headmasters who attended “Management Skills" seminars which were organized in March, April and May in the extent of 2006 In-service Training Facilities Plan by the Ministry of Education and were also volunteers to give feedback on the inservice training activities. The qualitative research method was used in the analysis of the data since the primary school headmasters gave written feedback on the in-service training activities. Having analyzed the feedback, certain categories were formed by coding it. Certain frequencies and percentages were determined according to the codes. It was made obvious that the primary school headmasters benefitted from those facilities by sharing their experiences, problems and their possible solutions mutually

Keywords: In-service training, primary school principles, educates.

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Authors: Diana M.L. Wong

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This paper presents an integrated case based and rule based reasoning method for car faulty diagnosis. The reasoning method is done through extracting the past cases from the Proton Service Center while comparing with the preset rules to deduce a diagnosis/solution to a car service case. New cases will be stored to the knowledge base. The test cases examples illustrate the effectiveness of the proposed integrated reasoning. It has proven accuracy of similar reasoning if carried out by a service advisor from the service center.

Keywords: component; case based reasoning (CBR), rule basedreasoning (RBR), decision support systems, diagnosis tool.

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Authors: Bahar Urhan Torun, Havva Nur Tarakcı

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At the present time, online marketing has become the common target of small and full-scale organizations. Today’s humanbeing who has to spend most of their time in front of the computer because of his job, prefers to socialize by internet due to the easy access to technology. So online marketing area expands day by day. All business organizations from the smallest to the biggest are in a race in order to get a cut from the virtual market share in an extreme competitive environment. However these organizations which use the internet to reach more consumers cannot determine their target group accurately, so this is the biggest handicap of online marketing sales nowadays. The aim of this study is to determine some significant elements about need for communicating efficiently with the consumer on the internet on online marketing. The strategies that can be used in order to increase sales and the limitations of virtual environment where cannot be communicated with the consumer face to face are argued in this study’s scope. As a consequence it is thought that to study on this subject because of lacking and also being limited efficiency of researches and outputs. Within this scope suggesting some proposals about how to communicate efficiently with the consumer and also offering the consumers’ demands efficiently is the essential objective of this study.

Keywords: Communication, competition, consumer, online marketing.

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Authors: Chiung-Hui Chen

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With the approaching of digital era, various interactive service platforms and systems support human beings- needs in lives by different contents and measures. Design strategies have gradually turned from function-based to user-oriented, and are often customized. In other words, how designers include users- value reaction in creation becomes the goal. Creative design service of interior design requires positive interaction and communication to allow users to obtain full design information, recognize the style and process of personal needs, develop creative service design, lower communication time and cost and satisfy users- sense of achievement. Thus, by constructing a co-design method, based on the communication between interior designers and users, this study recognizes users- real needs and provides the measure of co-design for designers and users.

Keywords: Co-Design, Customized, Design Service, Interactive Genetic Algorithm, Interior Design.

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Authors: Bundit Pungnirund

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The objective of this research was to study the influence of marketing mix on customers purchasing behavior. A total of 397 respondents were collected from customers who were the patronages of the Chatuchak Plaza market. A questionnaire was utilized as a tool to collect data. Statistics utilized in this research included frequency, percentage, mean, standard deviation, and multiple regression analysis. Data were analyzed by using Statistical Package for the Social Sciences. The findings revealed that the majority of respondents were male with the age between 25-34 years old, hold undergraduate degree, married and stay together. The average income of respondents was between 10,001-20,000 baht. In terms of occupation, the majority worked for private companies. The research analysis disclosed that there were three variables of marketing mix which included price (X2), place (X3), and product (X1) which had an influence on the frequency of customer purchasing. These three variables can predict a purchase about 30 percent of the time by using the equation; Y1 = 6.851 + .921(X2) + .949(X3) + .591(X1). It also found that in terms of marketing mixed, there were two variables had an influence on the amount of customer purchasing which were physical characteristic (X6), and the process (X7). These two variables are 17 percent predictive of a purchasing by using the equation: Y2 = 2276.88 + 2980.97(X6) + 2188.09(X7).

Keywords: Influences, Marketing Mixed, Purchasing Behavior.

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Authors: Shamsuddin Ahmed, Francis Amagoh

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This paper presents a case study that uses processoriented simulation to identify bottlenecks in the service delivery system in an emergency department of a hospital in the United Arab Emirates. Using results of the simulation, response surface models were developed to explain patient waiting time and the total time patients spend in the hospital system. Results of the study could be used as a service improvement tool to help hospital management in improving patient throughput and service quality in the hospital system.

Keywords: Simulation, Hospital Service, Resource Utilization, United Arab Emirates.

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Authors: Wei-Hsuan Lee, Chien-Hua Wang, Chin-Tzong Pang

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This paper applies fuzzy set theory to evaluate the service quality of online auction. Service quality is a composition of various criteria. Among them many intangible attributes are difficult to measure. This characteristic introduces the obstacles for respondent in replying to the survey. So as to overcome this problem, we invite fuzzy set theory into the measurement of performance. By using AHP in obtaining criteria and TOPSIS in ranking, we found the most concerned dimension of service quality is Transaction Safety Mechanism and the least is Charge Item. Regarding to the most concerned attributes are information security, accuracy and information.

Keywords: AHP, Fuzzy set theory, TOPSIS, Online auction, Servicequality

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Authors: P. Puustinen, A. Kanto

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This paper proposes a new procedure for analyzing means-end chain data in marketing research. Most commonly the collected data is summarized in the Hierarchical Value Map (HVM) illustrating the main attribute-consequence-value linkages. This paper argues that traditionally constructed HVM may give an erroneous impression of the results of a means-end study. To justify the arguments, an alternative procedure to (1) determine the dominant attribute-consequence-value linkages and (2) construct HVM in a precise manner is presented. The current approach makes a contribution to means-end analysis, allowing marketers to address a set of marketing problems, such as advertising strategy.

Keywords: Means-end chain analysis, Laddering, Hierarchical Value Map.

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Authors: Wuttigrai Ngamsirijit, Yodmanee Tepanon

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Transportation is one of the main activities related to creating value for the tourists. Transport management in tourism mainly focuses on managing transfer points and vehicle capacity. However, transport service level must also be ensured as it now relates to tourist-s experiences. This paper emphasizes on the responsiveness as one of key service performance measures. An evaluation framework is developed and illustarted by using the case of small bus service in Pattaya city. It can be seen as a great potential for the city to utilize the small bus transportation in order to meet the needs of more diverse group of passengers and to support the expansion of tourist areas. The framework integrates with service operations management, logistics, and tourism behavior perspectives. The findings from the investigation of existing small bus service are presented and preliminarily validate the usability of the framework.

Keywords: Responsiveness, Demand responsive transportation, Tourism, Logistics

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Authors: Abu Bakar Sedek Abdul Jamak, Rohani Salleh, Subarna Sivapalan, Azrai Abdullah

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This research focuses on micro-enterprise of Malaysian Malays that are involved in very small-scaled business activities. Among them include food stall and burger stall operators, night market hawkers, grocery store operators as well as construction and small service activities works. The study seeks to explore why some micro-entrepreneurs still lag in entrepreneurship and what needs to be rectified. This quantitative study is conducted on 173 Malay micro-enterprise owners (MEOs) and 58 Malay failed microenterprise owners (FMEOs) involved in all range of businesses throughout the state of Perak, Malaysia. The main aims are to identify the gaps between the failed micro-enterprise owners (FMEOs) and existing micro-enterprise owners (MEOs) and the problems faced among FMEOs. The results reveal that the MEOs had strong motivations and better marketing approaches as compared to FMEOs. Furthermore, the FMEOs failed in the business ventures mainly due to lack of management, sales and marketing skills and poor competitive abilities to keep up with rivals.

Keywords: Micro-enterprises, Malays, entrepreneurship, Malaysia

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Authors: Kee-Leong Tan, Cheng-Suan Lee, Hui-Na Chua

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This paper presents three models which enable the customisation of Universal Description, Discovery and Integration (UDDI) query results, based on some pre-defined and/or real-time changing parameters. These proposed models detail the requirements, design and techniques which make ranking of Web service discovery results from a service registry possible. Our contribution is two fold: First, we present an extension to the UDDI inquiry capabilities. This enables a private UDDI registry owner to customise or rank the query results, based on its business requirements. Second, our proposal utilises existing technologies and standards which require minimal changes to existing UDDI interfaces or its data structures. We believe these models will serve as valuable reference for enhancing the service discovery methods within a private UDDI registry environment.

Keywords: Web service, discovery, semantic, SOA, registry, UDDI.

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Authors: Ming-Hsiung Wu, Yu-Hsi Yuan

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The aim of the research is to understand whether the accuracy of customer detection of employee emotional labor strategy would influence the overall service satisfaction. From path analysis, it was found that employee-s positive emotions positively influenced service quality. Service quality in turn influenced Customer detection of employee emotional deep action strategy and Customer detection of employee emotional surface action strategy. Lastly, Customer detection of employee emotional deep action strategy and Customer detection of employee emotional surface action strategy positively influenced service satisfaction. Based on the analysis results, suggestions are proposed to provide reference for human resource management and use in relative fields.

Keywords: Emotional labor, Emotional deep action strategy, Emotional surface action strategy, Service satisfaction

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Authors: Samia Sadouki Chibani, Abdelkamel Tari

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Web service composition combines available services to provide new functionality. Given the number of available services with similar functionalities and different non functional aspects (QoS), the problem of finding a QoS-optimal web service composition is considered as an optimization problem belonging to NP-hard class. Thus, an optimal solution cannot be found by exact algorithms within a reasonable time. In this paper, a meta-heuristic bio-inspired is presented to address the QoS aware web service composition; it is based on Elephant Herding Optimization (EHO) algorithm, which is inspired by the herding behavior of elephant group. EHO is characterized by a process of dividing and combining the population to sub populations (clan); this process allows the exchange of information between local searches to move toward a global optimum. However, with Applying others evolutionary algorithms the problem of early stagnancy in a local optimum cannot be avoided. Compared with PSO, the results of experimental evaluation show that our proposition significantly outperforms the existing algorithm with better performance of the fitness value and a fast convergence.

Keywords: Elephant herding optimization, web service composition, bio-inspired algorithms, QoS optimization.

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Authors: Ching-hui Lin, Yen-Chieh Wen

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The main purpose of this study is to analyze the feelings of tourists for the service quality of the bikeway. In addition, this study also analyzed the causal relationship between service quality and satisfaction to visitor-s lane loyalty. In this study, the Ya Tam San bikeway visitor-s subjects, using the designated convenience sampling carried out the survey, a total of 651 questionnaires were validly. Valid questionnaires after statistical analysis, the following findings: 1. Visitor-s lane highest quality of service project: the routes through the region weather pleasant. Lane "with health and sports," the highest satisfaction various factors of service quality and satisfaction, loyal between correlations exist. 4. Guided tours of bikeways, the quality of the environment, and modeling imagery can effectively predict visitor satisfaction. 5. Quality of bikeway, public facilities, guided tours, and modeling imagery can effectively predict visitor loyalty. According to the above results, the study not only makes recommendations to the government units and the bicycle industry, also asked the research direction for future researchers.

Keywords: Service quality, satisfaction, loyal, bikeway.

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Authors: H. S. Hassan, E. Shehab, J. Peppard

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Changing technology and increased constituent demand for government services derive the need for governmental responsiveness. The government organisations in the developing countries will be under increased pressure to change their bureaucratic systems to be able to respond rapidly to changing and increasing requirements and rapid technology advancements. This paper aims to present a conceptual framework for explaining the main barriers and drivers of public e-service development. Therefore, the framework provides a basic context within which the process and practice of E-Service can be implemented successfully in the public sector organisations. The framework is flexible enough to be adopted by governments at different levels; national or local by developing countries around the world.

Keywords: Developing countries, E-service, Governmentservices, Public administration.

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Authors: Isari Pairoa, Proud Arunrangsiwed

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Brand mascots are the cartoon characters, which are mainly designed for advertising or other related marketing purposes. Many brand mascots are extremely popular, since they were presented in commercial advertisements and Line Stickers. Brand Line Stickers could lead the users to identify with the brand and brand mascots, where might influence users to become loyal customers, and share the identity with the brand. The objective of the current study is to examine the effect of brand mascots on consumers’ decision and consumers’ intention to purchase the product. This study involved 400 participants, using cluster sampling from 50 districts in Bangkok metropolitan area. The descriptive analysis shows that using brand mascot causes consumers' positive attitude toward the products, and also heightens the possibility to purchasing the products. The current study suggests the new type of marketing strategy, which is brand fandom. This study has also contributed the knowledge to the area of integrated marketing communication and identification theory.

Keywords: Brand mascot, consumers’ behavior, marketing communication, purchasing.

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Authors: Amna Javed, Katsuhiro Umemoto, Youji Kohda

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The purpose of this paper is to examine co-creation of non-economic values in Islamic banking services and their significance for service science by comparing Islamic and conventional banking services. Although many scholars have discussed co-creation of values in services, most of them have focused on only economic values.

Following Sharia (Islamic principles that are based on Qur’an and Sunnah) traditions, Islamic banking is more concerned with such non-economic values as well-being, partnership, fairness, trust, and justice, than such economic values as money in terms of interest.  Therefore, it may be more sustainable and suitable for today’s unpredictable socio-economic environments.

We also argue that Islamic banking is essentially a value co-creation business model that fits better with the so-called Service-Dominant Logic (SDL) than conventional banking. This paper explores a new frontier of value co-creation in services, thereby contributing to further development of service science.

Keywords: Value co-creation, Islamic banking, Non-economic values, Service science.

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Authors: Nader Gharibnavaz, Naser Gharibnavaz

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This study extends research on the relationship between marketing strategy and market segmentation by investigating on market segments in the cement industry. Competitive strength and rivals distance from the factory were used as business environment. A three segment (positive, neutral or indifferent and zero zones) were identified as strategic segments. For each segment a marketing strategy (aggressive, defensive and decline) were developed. This study employed data from cement industry to fulfill two objectives, the first is to give a framework to the segmentation of cement industry and the second is developing marketing strategy with varying competitive strength. Fifty six questionnaires containing close-and open-ended questions were collected and analyzed. Results supported the theory that segments tend to be more aggressive than defensive when competitive strength increases. It is concluded that high strength segments follow total market coverage, concentric diversification and frontal attack to their competitors. With decreased competitive strength, Business tends to follow multi-market strategy, product modification/improvement and flank attack to direct competitors for this kind of segments. Segments with weak competitive strength followed focus strategy and decline strategy.

Keywords: Marketing strategy, Competitive strength, Market Segmentation

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Authors: Siriporn Poolsuwan, Kanyarat Bussaban

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This research aims to investigate and analyze user’s behaviour towards the utilization of the online news clipping database at Suan Sunandha Rajabhat University, Thailand. Data is gathered from 214 lecturers and 380 undergraduate students by using questionnaires. Findings show that most users knew the online news clipping service from their friends, library’s website and their teachers. The users learned how to use it by themselves and others learned by training of SSRU library. Most users used the online news clipping database one time per month at home and always used the service for general knowledge, up-to-date academic knowledge and assignment reference. Moreover, the results of using the online news clipping service problems include the users themselves, service management, service device- computer and tools – and the network, service provider, and publicity. This research would be benefit for librarians and teachers for planning and designing library services in their works and organization

Keywords: Online Database, User Behaviour.

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