Search results for "Service delivery framework"
showing 10 items of 36 documents
Unit-level fairness and quality within the health care industry: A justice–quality model
2014
We test a justice–quality model in which peer justice and justice climate are related to the service quality provided by the work unit. Based on the effort–reward imbalance model, we propose that units perceiving fair treatment provide better delivery of the core service (functional service quality) and better relational service beyond the core service (relational service quality). We also test whether the cross-level relationship of high service quality delivered by work units translates into high customer ratings of the service quality they receive. Furthermore, we propose that high service quality increases the work unit’s influence on their customers’ quality of life (QoL). We test thes…
How does information technology– based service degradation influence consumers’ use of services? An information technology–based service degradation …
2019
Information technology is crucial for modern services. Service delivery may include a complex mix of information technology and telecommunication providers, global networks and customers’ information technology devices. This research focuses on service failures that are caused by information technology problems, which we conceptualize as information technology-based service degradation (ITSD). When information technology-based service degradation occurs in a modern service, the information technology problem may originate from the service provider, another partner or any information technology equipment involved. But the customer may not be able to pinpoint the source of the problem immedi…
Logistics service quality: a new way to loyalty
2008
PurposeNow‐a‐days, logistics research focuses on the ability of logistics to deliver a quality service and generate greater satisfaction with the delivered service. Therefore, the aim of this work is to analyze the quality, satisfaction, and loyalty sequence in the logistic service delivery context, with the purpose of considering the role of information and communication technologies (ICT) in this chain of effects.Design/methodology/approachAfter reviewing the different approaches given by the literature, SEM analysis is used to contrast the hypotheses for the analyzed constructs in the presence of high/low ICT level. A questionnaire based on personal survey was conducted among manufacture…
Case study for 3G/UMTS services and billing methods
2001
The 3G/UMTS-networks and services will provide a wide range of telecommunication services. To achieve, this, we need a new view to networks, network services and service abilities. The amount of service providers in the 3G networks will be at least the same than in the present Internet. The amount of users in the 3G networks will overgrow the user amount of Internet forming a global worldwide communication society. This paper discusses customer billing in the 3G world. There are some main issues that are not very, clear to all 3G service and network providers, which however, should be settled before, 3G networks are operational. One of the most important matters is the QoS (Quality of Servi…
A global service level guarantee in NGN networks
2010
In this paper, we propose an end-to-end service level negotiation protocol which enables a global service offer covering quality of service (QoS) and security while taking into account user's mobility in this offer. This protocol provides all the domains involved in the transport of a various offered services with a negotiation capability to achieve an agreement on a service level. This paper shows also results of measurements evaluating the performances of the considered negotiation protocol and security impact on QoS.
PMG-pro: A model-driven method for the development of service-based applications in a heterogenous services environment
2010
This paper presents PMG-pro (present, model, generate and provide), a development method of service-based applications. With PMG-pro, the composition of heterogeneous pre-made services is done at model levels and thereby different executable software systems for different target platforms can be generated automatically. To illustrate the method, we present a case study of developing a service-based application in a smart home environment.
Transformations in Lifelong Guidance Provision
2012
In this chapter, the transformations taking place at the different levels of guidance provision are analyzed. The aim was to provide a tool to examine the interface between multisectoral guidance practice and policy development. On the basis of earlier research on regional guidance networks, a model is introduced in which schools, social, health, and public employment services can jointly design, implement, and evaluate guidance services. The model for Networked Guidance Service Provision (NEGSEP) focuses separately on the developmental needs of guidance services visible to clients, both with regard to service delivery and strategic dimensions. Along this line, a framework for networked gui…
Improvement of a Service Level Negotiation Protocol using Formal Verification
2013
International audience; The goal of the pervasive connectivity is to enable mobile users to be permanently connected to the Internet. Mobile users are often connected to wireless networks and consuming services that require quality of service guarantees. Accessing services using wireless technologies may make the service delivery vulnerable to security attacks because of the open medium of these technologies. In this context, we need to guarantee both quality of service and security for mobile users communications. In this paper, we present a protocol for service level negotiation which covers both quality of service and security and assigns a profile to each user in order to optimize and a…
Absorptive capacity and its impact on innovation and performance: findings from SEM and fsQCA
2018
Innovation can provide sustainable competitive advantages to service companies that consider the absorption of external knowledge a key strategic issue. Using the four dimensions of absorptive capacity, this study examined the impact of absorptive capacity on innovation in service delivery processes and explored how this innovation influences business performance. Structural equation modeling (PLS-SEM) and fuzzy-set qualitative comparative analysis (fsQCA) were applied to a sample of 134 companies drawn from the Colombian tourism sector. The results of the SEM indicate that innovation in service delivery processes is positively influenced by two of the four dimensions of absorptive capacity…
Doing gendered and (dis)embodied work. Care work in the context of medico-managerial welfare state
2013
Whether and how technology-driven managerial reforms affect the field of human service work is a timely question for social sciences. In an increasingly technology-assisted working-life, material conditions such as one’s age and gender may be losing their significance as signifiers of professional identity. Welfare service work is traditionally understood as feminine work that comprises of embodied, situational and social practices of care work. Over the past few decades, public management reforms have called for reassessment of welfare service workers’ occupational skills through practices of medico-managerial service management and occupational accountability. As a result, workers technic…