Search results for: Service satisfaction

Authors: Rana Bazaid, Debajyoti Pati

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Purpose: The aim of this research is to explore and discuss innovation-workspaces, and how the design of the workspace has the potential to boost the work process and encourage employees’ satisfaction, leading to inventive and creative results. Background: The relationship between the workers and the work environment has a strong potential to enhance work outcomes when optimized for work goals. Innovation-work environment can benefit employees’ satisfaction, health, and performance. To understand this complex relationship, this research explores innovation-work environments. Methods: A review of 26 peer-reviewed articles, seven books, and 23 companies’ websites was conducted; in addition, five case studies were analyzed to deduce appropriate examples for the study. Results: The research found all successful five innovation environments focused on two aspects: first, workers’ satisfaction and comfort, which includes a focus on physical, functional, and psychological comfort; second aspect, all five centers were diverse work environments that addressed workers’ needs, design for individuals and teamwork, design for workers’ freedom, and design for increasing interaction. Conclusion: understanding individuals' needs and creating work environments that enhance interaction between workers and with the space are key aspects of successful innovation-work environments.

Keywords: Innovation-workspace, productivity, work environment, workers’ satisfaction.

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Authors: Daniella Kucsma

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The examination of the Public Service Organization’s performance evaluation includes several steps that help public organizations to develop a more efficient system. Public sector organizations have different characteristics than the competitive sector, so it can be stated that other/new elements become more important in their performance processes. The literature in this area is diverse, so highlighting an indicator system can be useful for introducing a system, but it is also worthwhile to measure the specific elements of the organization. In the case of a public service organization, due to the service obligation, it is usually possible to talk about a high number of users, so compliance is more difficult. For the organization, it is an important target to place great emphasis on the increase of service standards and the development of related processes. In this research, the health sector is given a prominent role, as it is a sensitive area where both organizational and individual performance is important for all participants. As a primary step, the content of the strategy is decisive, as this is important for the efficient structure of the process. When designing any system, it is important to review the expectations of the stakeholders, as this is primary when considering the design. The goal of this paper is to build the foundations of a performance management and indexing framework that can help a hospital to provide effective feedback and a direction that is important in assessing and developing a service and can become a management philosophy.

Keywords: health sector, public sector, performance management, strategy

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Authors: Suparna Karmakar, Ranjan Dasgupta

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Railway Stations are prone to emergency due to various reasons and proper monitor of railway stations are of immense importance from various angles. A Petri-net representation of a web-service-based Emergency management system has been proposed in this paper which will help in monitoring situation of train, track, signal etc. and in case of any emergency, necessary resources can be dispatched.

Keywords: Business process, Petri net, Rail Station Emergency Management, Web service based system

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Authors: Mohammed T. Simsim

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This paper discusses telecominication market developments in Saudi Arabia. Empirical research was carried in the holy city of Makkah to study the customer's preference for mobile cellular service and  
the factor influencing their subscription of the mobile 
phone service. Results indicate that the financial factor sicnificantly influence the customer's selection of the service provider.  


   

  
  



 


  


  




 
 
  



 
 


  
 


 
   

Keywords: Customer, Makkah, Mobile phone, Operator, Saudi Arabia

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Authors: Nino Abesadze, Marine Mindorashvili, Nino Paresashvili

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At present actual tourism indicators cannot be calculated in Georgia, making it impossible to perform their quantitative analysis. Therefore, the study conducted by us is highly important from a theoretical as well as practical standpoint. The main purpose of the article is to make complex statistical analysis of tourist expenses of foreign visitors and to calculate statistical attractiveness indices of the tourism potential of Georgia. During the research, the method involving random and proportional selection has been applied. Computer software SPSS was used to compute statistical data for corresponding analysis. Corresponding methodology of tourism statistics was implemented according to international standards. Important information was collected and grouped from major Georgian airports, and a representative population of foreign visitors and a rule of selection of respondents were determined. The results show a trend of growth in tourist numbers and the share of tourists from post-soviet countries are constantly increasing. The level of satisfaction with tourist facilities and quality of service has improved, but still we have a problem of disparity between the service quality and the prices. The design of tourist expenses of foreign visitors is diverse; competitiveness of tourist products of Georgian tourist companies is higher. Attractiveness of popular cities of Georgia has increased by 43%.

Keywords: Tourist, expenses, indexes, statistics, analysis.

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Authors: Prakash Singh

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The aim of this study was to investigate the extent of teachers’ experiences of tobephobia (TBP) in their heterogeneous classrooms and what impact this had on their emotions and job satisfaction. The expansive and continuously changing demands for quality and equal education for all students in educational organisations that have limited resources connotes that the negative effects of TBP cannot be simply ignored as being non-existent in the educational environment. As this quantitative study reveals, teachers disliking their job with low expectations, lack of motivation in their workplace and pessimism, result in their low self-esteem. When there is pessimism in the workplace, then the employees’ self-esteem will inevitably be low, as pointed out by 97.1% of the respondents in this study. Self-esteem is a reliable indicator of whether employees are happy or not in their jobs and the majority of the respondents in this study agreed that their experiences of TBP negatively impacted on their self-esteem. Hence, this exploratory study strongly indicates that productivity in the workplace is directly linked to the employees’ expectations, self-confidence and their self-esteem. It is therefore inconceivable for teachers to be productive in their regular classrooms if their genuine professional concerns, anxieties, and curriculum challenges are not adequately addressed. This empirical study contributes to our knowledge on TBP because it clearly outlines some of the teaching problems that we are grappling with and constantly experience in our schools in this century. Therefore, it is imperative that the tobephobic experiences of teachers are not merely documented, but appropriately addressed with relevant action by every stakeholder associated with education so that our teachers’ emotions and job satisfaction needs are fully taken care of.

Keywords: Demotivated teachers’ pessimism, low expectations of teachers’ job satisfaction, Self-esteem, Tobephobia.

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Authors: Kalayanee Koonmee

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An incentive for performance, as one subsystem of a new performance management system, has been implemented in the Thai public sector since 2004. This research investigates the development of organizational justice in the incentive allocation by comparing the roles of distributive and procedural justice on national personnel-s attitudinal outcomes (incentive satisfaction and job performance) between 2 periods, i.e. 2006 and 2008. The data were collected via self-administered questionnaires completed by national government officers and employees. They were stratified using multistage sampling with 2,600 usable samples or 72.0% response rate in 2006, and 1,969 usable samples or 59.3% in 2008. The findings are: (1) There is no difference in means between the two periods relating to distributive justice, procedural justice, incentive satisfaction and job performance. (2) Distributive justice and procedural justice played more important roles in predicting incentive satisfaction and job performance in 2008 than in 2006.

Keywords: Distributive justice, incentive allocation, proceduraljustice, Thai public sector.

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Authors: Juhan Kim, Soohyung Kim, Kiyoung Moon

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In this paper, we design an integration security system that provides authentication service, authorization service, and management service of security data and a unified interface for the management service. The interface is originated from XKMS protocol and is used to manage security data such as XACML policies, SAML assertions and other authentication security data including public keys. The system includes security services such as authentication, authorization and delegation of authentication by employing SAML and XACML based on security data such as authentication data, attributes information, assertions and polices managed with the interface in the system. It also has SAML producer that issues assertions related on the result of the authentication and the authorization services.

Keywords: XML, XML Security, XACML.

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Authors: Fatemeh Afsharnia, Mohammad Amin Asoodar, Abbas Abdeshahi, Afshin Marzban

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A repairable mechanical system (as agricultural tractor) is subject to deterioration or repeated failure and needs a repair shops and also operator’s capability for the repair and maintenance operations. Data are based on field visits and interviews with 48MF 285 tractor operators from 14 villages collected in north of Khouzestan province. The results showed that most operators were lack the technical skill to service and repair tractors due to insufficient training, specific education and work experience. Inadequate repair and maintenance facilities, such as workshops, mechanics and spare parts depots cause delays in repair work in the survey areas. Farmers do not keep accurate service records and most of them disregard proper maintenance and service of their tractors, such as changing engine oil without following the manufacturer’s recommendations. Since, Repair and maintenance facilities should be established in village areas to guarantee timely repair in case of breakdowns and to make spare parts available at low price. The operators should keep service records accurately and adhere to maintenance and service schedules according to the manufacturer’s instructions. They should also be encouraged to do the service and maintain their tractors properly.

Keywords: Operators’ capability, Facilities availability, Repair and maintenance, MF 285 tractors.

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Authors: A.Khaja Kamaluddin, B.Muhammed Yousoof

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Routing places an important role in determining the quality of service in wireless networks. The routing methods adopted in wireless networks have many drawbacks. This paper aims to review the current routing methods used in wireless networks. This paper proposes an innovative solution to overcome the problems in routing. This solution is aimed at improving the Quality of Service. This solution is different from others as it involves the resuage of the part of the virtual circuits. This improvement in quality of service is important especially in propagation of multimedia applications like video, animations etc. So it is the dire need to propose a new solution to improve the quality of service in ATM wireless networks for multimedia applications especially during this era of multimedia based applications.

Keywords: Packet buffering, Routing Table, Virtual Circuits (VC)

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Authors: Lina Salim

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Modern retailers such as hypermarket/supermarket need to be more customer-oriented in order to survive in today-s competitive business world. As a result, the investigation of determinant factors of store loyalty becomes important issue for modern retailing players. This study suggests that consumers- store loyalty in the modern retailing market (hypermarkets and supermarkets) is influenced by environmental factors (such as store image, store personnel). Using a model of stimulus-organismresponse (S-O-R), this research examines S-R relationship of store loyalty. S-O-R framework is derived from the existence literature and tested empirically based on Indonesian consumers- experience. The stimuli for this study are store image, store personnel, satisfaction and culture factors. Affect, or the consumers- liking to modern retailing stores, mediates the chosen environmental factors on consumer-s store loyalty. The findings showed that store image, store satisfaction and culture have significant positive relationship to store loyalty via affect.

Keywords: Affect, Culture, Store Image, Store Loyalty, StorePersonnel, Store Satisfaction

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Authors: Atefeh Bagherianziarat, Dana Hamplova

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The inverse social gradient in life satisfaction (LS) is a well-established research finding. Although objective aspects of inequality or individuals’ socioeconomic status are among the approved predictors of life satisfaction; however, less is known about the effect of subjective inequality and the interplay of these two aspects of inequality on life satisfaction. It is suggested that individuals’ perception of their socioeconomic status in society can moderate the link between their absolute socioeconomic status and life satisfaction. Nevertheless, this moderating link has not been affirmed to work likewise in societies with different welfare regimes associating with different levels of social inequality. In this study, we compared the moderative influence of subjective inequality on the link between objective inequality and LS. In particular, we focus on differences across welfare state regimes based on Esping-Andersen's theory. Also, we explored the moderative role of believing in the value of equality on the link between objective and subjective inequality on LS, in the given societies. Since our studied variables were measured at both individual and country levels, we applied a multilevel analysis to the European Social Survey data (round 9). The results showed that people in different regimes reported statistically meaningful different levels of LS that is explained to different extends by their household income and their perception of their income inequality. The findings of the study supported the previous findings of the moderator influence of perceived inequality on the link between objective inequality and LS. However, this link is different in various welfare state regimes. The results of the multilevel modeling showed that country-level subjective equality is a positive predictor for individuals’ LS, while the Gini coefficient that was considered as the indicator of absolute inequality has a smaller effect on LS. Also, country-level subjective equality moderates the confirmed link between individuals’ income and their LS. It can be concluded that both individual and country-level subjective inequality slightly moderate the effect of individuals’ income on their LS.

Keywords: individual values, life satisfaction, multi-level analysis, objective inequality, subjective inequality, welfare regimes status

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Authors: DongHoon Shin, Yunmook Nah, HoSeong Kim, Gang Shin Lee, Jae-Il Lee

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The rapid advance of communication technology is evolving the network environment into the broadband convergence network. Likewise, the IT services operated in the individual network are also being quickly converged in the broadband convergence network environment. VoIP and IPTV are two examples of such new services. Efforts are being made to develop the video phone service, which is an advanced form of the voice-oriented VoIP service. However, the new IT services will be subject to stability and reliability vulnerabilities if the relevant security issues are not answered during the convergence of the existing IT services currently being operated in individual networks within the wider broadband network environment. To resolve such problems, this paper attempts to analyze the possible threats and identify the necessary security measures before the deployment of the new IT services. Furthermore, it measures the quality of the encryption algorithm application example to describe the appropriate algorithm in order to present security technology that will have no negative impact on the quality of the video phone service.

Keywords: BcN, Security Measures, Video Phone.

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Authors: Yoonjung An, Yongtae Park

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Offering a Product-Service System (PSS) is a well-accepted strategy that companies may adopt to provide a set of systemic solutions to customers. PSSs were initially provided in a simple form but now take diversified and complex forms involving multiple services, products and technologies. With the growing interest in the PSS, frameworks for the PSS development have been introduced by many researchers. However, most of the existing frameworks fail to examine various relations existing in a complex PSS. Since designing a complex PSS involves full integration of multiple products and services, it is essential to identify not only product-service relations but also product-product/ service-service relations. It is also equally important to specify how they are related for better understanding of the system. Moreover, as customers tend to view their purchase from a more holistic perspective, a PSS should be developed based on the whole system’s requirements, rather than focusing only on the product requirements or service requirements. Thus, we propose a framework to develop a complex PSS that is coordinated fully with the requirements of both worlds. Specifically, our approach adopts a multi-domain matrix (MDM). A MDM identifies not only inter-domain relations but also intra-domain relations so that it helps to design a PSS that includes highly desired and closely related core functions/ features. Also, various dependency types and rating schemes proposed in our approach would help the integration process.

Keywords: Inter-domain relations, intra-domain relations, multi-domain matrix, product-service system design.

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Authors: Abdallah Al Sabbagh

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Next Generation Wireless Network (NGWN) is expected to be a heterogeneous network which integrates all different Radio Access Technologies (RATs) through a common platform. A major challenge is how to allocate users to the most suitable RAT for them. An optimized solution can lead to maximize the efficient use of radio resources, achieve better performance for service providers and provide Quality of Service (QoS) with low costs to users. Currently, Radio Resource Management (RRM) is implemented efficiently for the RAT that it was developed. However, it is not suitable for a heterogeneous network. Common RRM (CRRM) was proposed to manage radio resource utilization in the heterogeneous network. This paper presents a user level Markov model for a three co-located RAT networks. The load-balancing based and service based CRRM algorithms have been studied using the presented Markov model. A comparison for the performance of load-balancing based and service based CRRM algorithms is studied in terms of traffic distribution, new call blocking probability, vertical handover (VHO) call dropping probability and throughput.

Keywords: Heterogeneous Wireless Network, Markov chain model, load-balancing based and service based algorithm, CRRM algorithms, Beyond 3G network.

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Authors: P. Vel, H. Mubarak, M. A. Malak

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The elements for success in the service industry for many organizations have been studied and quantified. They range from effective performance evaluation and management to adequately implementing seven P’s. However, the success story of every organization is unique. What might work for one organization might not for another as every company is inherently distinctive. In this paper, the strategic framework behind the success of Liberty Automobiles Dubai is captured. The primary data necessary for this paper was collected through in-depth interviews with the managers for sales, service and marketing as well as the group general manager. Subsequently, the key areas that led to the success of Liberty Autos will be discussed in this paper.

Keywords: Services marketing, automotive retailing, and retailer success.

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Authors: G. Gürsel, K. H. Gülkesen, N. Zayim, A. Arifoğlu, O. Saka

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User satisfaction is one of the most used success indicators in the research of information system (IS). Literature shows user expectations have great influence on user satisfaction. Both expectation and satisfaction of users are important for Hospital Information Systems (HIS). Education, IS experience, age, attitude towards change, business title, sex and working unit of the hospital, are examined as the potential determinant of the medical users’ expectations. Data about medical user expectations are collected by the “Expectation Questionnaire” developed for this study. Expectation data are used for calculating the Expectation Meeting Ratio (EMR) with the evaluation framework also developed for this study. The internal consistencies of the answers to the questionnaire are measured by Cronbach´s Alpha coefficient. The multivariate analysis of medical user’s EMRs of HIS is performed by forward stepwise binary logistic regression analysis. Education and business title is appeared to be the determinants of expectations from HIS.

Keywords: Evaluation, Fuzzy Logic, Hospital Information System, User Expectation.

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Authors: Jieun Song, Taesung Kim, Sokjoon Lee, Howon Kim

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Recently, the RFID (Radio Frequency Identification) technology attracts the world market attention as essential technology for ubiquitous environment. The RFID market has focused on transponders and reader development. But that concern has shifted to RFID software like as high-valued e-business applications, RFID middleware and related development tools. However, due to the high sensitivity of data and service transaction within the RFID network, security consideration must be addressed. In order to guarantee trusted e-business based on RFID technology, we propose a security enhanced RFID middleware system. Our proposal is compliant with EPCglobal ALE (Application Level Events), which is standard interface for middleware and its clients. We show how to provide strengthened security and trust by protecting transported data between middleware and its client, and stored data in middleware. Moreover, we achieve the identification and service access control against illegal service abuse. Our system enables secure RFID middleware service and trusted e-business service.

Keywords: RFID Middleware, ALE (Application Level Events), Security.

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Authors: Perminderjit Singh, Sukhvir Singh

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Total Quality Management (TQM) refers to management methods used to enhance quality and productivity in business organizations. Total Quality Management (TQM) has become a frequently used term in discussions concerning quality. Total Quality management has brought rise in demands on the organizations policy and the customers have gained more importance in the organizations focus. TQM is considered as an important management tool, which helps the organizations to satisfy their customers. In present research critical success factors includes management commitment, customer satisfaction, continuous improvement, work culture and environment, supplier quality management, training and development, employee satisfaction and product/process design are studied. A questionnaire is developed to implement these critical success factors in implementation of total quality management in Indian industry. Questionnaires filled by consulting different industrial organizations. Data collected from questionnaires is analyzed by descriptive and importance indexes. 

Keywords: Total quality management, critical success factor, employee satisfaction.

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Authors: M. Susithra, R. Gnanadass

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Ancillary services are support services which are essential for humanizing and enhancing the reliability and security of the electric power system. Reactive power ancillary service is one of the important ancillary services in a restructured electricity market which determines the cost of supplying ancillary services and finding of how this cost would change with respect to operating decisions. This paper presents a new formation that can be used to minimize the Independent System Operator (ISO)’s total payment for reactive power ancillary service. The modified power flow tracing algorithm estimates the availability of reserve reactive power for ancillary service. In order to find optimum reactive power dispatch, Biogeography based optimization method (BPO) is proposed. Market Reactive Clearing Price (MRCP) is then estimated and it encourages generator companies (GENCOs) to participate in an ancillary service. Finally, optimal weighting factor and real time utilization factor of reactive power give the minimum ISO’s total payment. The effectiveness of proposed design is verified using IEEE 30 bus system.

Keywords: Biogeography based optimization method, Power flow tracing method, Reactive generation capability curve and Reactive power ancillary service.

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Authors: Anthony Vandarakis

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Today’s International Service Learning practices require an update: modern technologies, fresh educational frameworks, and a new operating system to accountably prosper. This paper describes a model of International Service Learning (ISL), which combines current technological hardware, electronic platforms, and asynchronous communications that are grounded in inclusive pedagogy. This model builds on the work around collaborative field trip learning, extending the reach to international partnerships across continents. Mobile technology, 21^st century skills and summit-basecamp modeling intersect to support novel forms of learning that tread lightly on fragile natural ecosystems, affirm local reciprocal partnership in projects, and protect traveling participants from common yet avoidable cultural pitfalls.

Keywords: International Service Learning, ISL, field experiences, mobile technology, ‘out there in here’, summit basecamp pedagogy.

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Authors: Thossaporn Thossansin

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This paper presents the development of a mobile application for students at the Faculty of Information Technology, Rangsit University (RSU), Thailand. RSU upgrades an enrollment process by improving its information systems. Students can download the RSU APP easily in order to access the RSU substantial information. The reason of having a mobile application is to help students to access the system regardless of time and place. The objectives of this paper include: 1. To develop an application on iOS platform for those students at the Faculty of Information Technology, Rangsit University, Thailand. 2. To obtain the students’ perception towards the new mobile app. The target group is those from the freshman year till the senior year of the faculty of Information Technology, Rangsit University. The new mobile application, called as RSU APP, is developed by the department of Information Technology, Rangsit University. It contains useful features and various functionalities particularly on those that can give support to students. The core contents of the app consist of RSU’s announcement, calendar, events, activities, and ebook. The mobile app is developed on the iOS platform. The user satisfaction is analyzed from the interview data from 81 interviewees as well as a Google application like a Google form which 122 interviewees are involved. The result shows that users are satisfied with the application as they score it the most satisfaction level at 4.67 SD 0.52. The score for the question if users can learn and use the application quickly is high which is 4.82 SD 0.71. On the other hand, the lowest satisfaction rating is in the app’s form, apps lists, with the satisfaction level as 4.01 SD 0.45.

Keywords: Mobile application, development of mobile application, framework of mobile development, software development for mobile devices.

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Authors: Jong Hoon Kim, Hyun-Soo Lee, Moonseo Park, Min Jeong, Inbeom Lee

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Pre-construction is essential in achieving the success of a construction project. Due to the early involvement of project participants in the construction phase, project managers are able to plan ahead and solve issues well in advance leading to the success of the project and the satisfaction of the client. This research utilizes quantitative data derived from construction management projects in order to identify the relationship between pre-construction, construction schedule, and client satisfaction. A total of 65 construction projects and 93 clients were investigated for this research in an attempt to identify (a) the relationship between pre-construction and schedule reduction, and (b) pre-construction and client loyalty. Based on the quantitative analysis, this research was able to establish a negative correlation based on 65 construction projects between pre-construction and project schedule existed. This finding represents that the more pre-construction is performed for a certain project, the overall construction schedule decreased. Then, to determine the relationship between pre-construction and client satisfaction, Net Promoter Score (NPS) of 93 clients from the 65 projects was utilized. Pre-construction and NPS was further analyzed and a positive correlation was found between the two. This infers that clients tend to be more satisfied with projects with higher ratio of pre-construction than those projects with less pre-construction.

Keywords: Client loyalty, NPS, pre-construction, schedule reduction.

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Authors: Khaja Kamaluddin, Muhammed Yousoof

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Available Bit Rate Service (ABR) is the lower priority service and the better service for the transmission of data. On wireline ATM networks ABR source is always getting the feedback from switches about increase or decrease of bandwidth according to the changing network conditions and minimum bandwidth is guaranteed. In wireless networks guaranteeing the minimum bandwidth is really a challenging task as the source is always in mobile and traveling from one cell to another cell. Re establishment of virtual circuits from start to end every time causes the delay in transmission. In our proposed solution we proposed the mechanism to provide more available bandwidth to the ABR source by re-usage of part of old Virtual Channels and establishing the new ones. We want the ABR source to transmit the data continuously (non-stop) inorderto avoid the delay. In worst case scenario at least minimum bandwidth is to be allocated. In order to keep the data flow continuously, priority is given to the handoff ABR call against new ABR call.

Keywords: Bandwidth allocation, Virtual Channel (VC), CBR, ABR, MCR and QOS.

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Authors: Jieun Kim, Yongtae Park, Hakyeon Lee

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The emergence of mobile application services and App Store has led to the explosive growth of user innovation, which users voluntarily contribute to. User innovation communities where end users freely reveal innovative ideas and needs with other community members are becoming increasingly influential in this area. However, user-s ideas in user innovation community are not enough to be new service opportunity, because some of them can already developed as existing services in App Store. Moreover, the existing services similar to new service opportunity can be significant references to apply analogy to develop service concept. In response, this research proposes Case-Based Reasoning approach to matching the user needs and existing services, identifying unmet opportunistic user needs, and retrieving similar services with opportunity. Due to its intuitive and transparent algorithm, users related to App Store innovation communities can easily employ Case-Based Reasoning based approach to their innovation.

Keywords: App Store, Case-Based Reasoning, Mobile Application Service, User innovation community.

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Authors: Sayantan Khanra, Rojers P. Joseph

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This study attempts to analyze the impact of demography and service quality on the adoption and diffusion of e-Government services in the context of India. The objective of this paper is to study the users' perception about e-Government services and investigate the key variables that are most salient to the Indian populace. At the completion of this study, a research model that would help to understand the relationship involving the demographic variables and service quality dimensions, and the willingness to adopt e-Government services is expected to be developed. Dedicated authorities, particularly those in developing economies, may use that model or its augmented versions to design and update e-Government services and promote their use among citizens. After all, enhanced public participation is required to improve efficiency, engagement and transparency in the implementation of the aforementioned services.

Keywords: Adoption and diffusion of e-Government services, demographic variables, hierarchical regression analysis, service quality dimensions.

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Authors: Kunyanuth Kularbphettong, Kunnika Tenprakhon, Pattarapan Roonrakwit

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In this paper, we present a recommendation library application on Android system. The objective of this system is to support and advice user to use library resources based on mobile application. We describe the design approaches and functional components of this system. The system was developed based on under association rules, Apriori algorithm. In this project, it was divided the result by the research purposes into 2 parts: developing the Mobile application for online library service and testing and evaluating the system. Questionnaires were used to measure user satisfaction with system usability by specialists and users. The results were satisfactory both specialists and users.

Keywords: Online library, Apriori algorithm, android application, black box.

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Authors: Y. O’Connor, C. Heavin, S. O’ Connor, J. Gallagher, J. Wu, J. O’Donoghue

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Background: To improve the delivery of paediatric healthcare in low resource settings, Community Health Workers (CHW) have been provided with a paper-based set of protocols known as Community Case Management (CCM). Yet research has shown that CHW adherence to CCM guidelines is poor, ultimately impacting health service delivery. Digitising the CCM guidelines via mobile technology is argued in extant literature to improve CHW adherence. However, little research exist which outlines how (a) this process can be digitised and (b) adherence could be improved as a result. Aim: To explore how an electronic mobile version of CCM (eCCM) can overcome issues associated with the paper-based CCM protocol (inadequate adherence to guidelines) vis-à-vis service blueprinting. This service blueprint will outline how (a) the CCM process can be digitised using mobile Clinical Decision Support Systems software to support clinical decision-making and (b) adherence can be improved as a result. Method: Development of a single service blueprint for a standalone application which visually depicts the service processes (eCCM) when supporting the CHWs, using an application known as Supporting LIFE (SL eCCM app) as an exemplar. Results: A service blueprint is developed which illustrates how the SL eCCM app can be utilised by CHWs to assist with the delivery of healthcare services to children. Leveraging smartphone technologies can (a) provide CHWs with just-in-time data to assist with their decision making at the point-of-care and (b) improve CHW adherence to CCM guidelines. Conclusions: The development of the eCCM opens up opportunities for the CHWs to leverage the inherent benefit of mobile devices to assist them with health service delivery in rural settings. To ensure that benefits are achieved, it is imperative to comprehend the functionality and form of the eCCM service process. By creating such a service blueprint for an eCCM approach, CHWs are provided with a clear picture regarding the role of the eCCM solution, often resulting in buy-in from the end-users.

Keywords: Adherence, community health workers, developing countries, mobile clinical decision support systems, CDSS, service blueprint.

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Authors: Jaewook Shin, Aesoon Park

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MBMS is a unidirectional point-to-multipoint bearer service in which data are transmitted from a single source entity to multiple recipients. For a mobile to support the MBMS, MBMS client functions as well as MBMS radio protocols should be designed and implemented. In this paper, we analyze the MBMS client functions and describe the implementation of them in our mobile test-bed. User operations and signaling flows between protocol entities to control the MBMS functions are designed in detail. Service announcement utilizing the file download MBMS service and four MBMS user services are demonstrated in the test-bed to verify the MBMS client functions.

Keywords: BM-SC, Broadcast, MBMS, Mobile, Multicast.

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Authors: Taru Hakanen, Mervi Murtonen

Abstract:

This study aims to increase understanding of the transition of business models in servitization. The significance of service in all business has increased dramatically during the past decades. Service-dominant logic (SDL) describes this change in the economy and questions the goods-dominant logic on which business has primarily been based in the past. A business model canvas is one of the most cited and used tools in defining end developing business models. The starting point of this paper lies in the notion that the traditional business model canvas is inherently goods-oriented and best suits for product-based business. However, the basic differences between goods and services necessitate changes in business model representations when proceeding in servitization. Therefore, new knowledge is needed on how the conception of business model and the business model canvas as its representation should be altered in servitized firms in order to better serve business developers and interfirm co-creation. That is to say, compared to products, services are intangible and they are co-produced between the supplier and the customer. Value is always co-created in interaction between a supplier and a customer, and customer experience primarily depends on how well the interaction succeeds between the actors. The role of service experience is even stronger in service business compared to product business, as services are co-produced with the customer. This paper provides business model developers with a service business model canvas, which takes into account the intangible, interactive, and relational nature of service. The study employs a design science approach that contributes to theory development via design artifacts. This study utilizes qualitative data gathered in workshops with ten companies from various industries. In particular, key differences between Goods-dominant logic (GDL) and SDLbased business models are identified when an industrial firm proceeds in servitization. As the result of the study, an updated version of the business model canvas is provided based on service-dominant logic. The service business model canvas ensures a stronger customer focus and includes aspects salient for services, such as interaction between companies, service co-production, and customer experience. It can be used for the analysis and development of a current service business model of a company or for designing a new business model. It facilitates customer-focused new service design and service development. It aids in the identification of development needs, and facilitates the creation of a common view of the business model. Therefore, the service business model canvas can be regarded as a boundary object, which facilitates the creation of a common understanding of the business model between several actors involved. The study contributes to the business model and service business development disciplines by providing a managerial tool for practitioners in service development. It also provides research insight into how servitization challenges companies’ business models.

Keywords: Boundary object, business model canvas, managerial tool, service-dominant logic.

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