Search results for "Service delivery framework"
showing 10 items of 36 documents
Consumers in Information Technology Enabled Service Encounters: Perceptions and Tradeoffs in Multi-Channel Interactions
2015
This study examines information technology enabled, multi-channel service context from the end-user's perspective and, more specifically, from the perspective of a consumer, in particular the extent to which the multi-channel interaction experience results in consumer satisfaction and any tradeoffs that consumers make in the evaluation of the context of service. Empirical results from our online survey with mobile consumers indicate that the variables included in the model have a direct impact on consumer satisfaction when considered individually. There are, however, tradeoffs between variables (e.g., problem-handling and record accuracy; scalability and usability of service) when considere…
Does cooperation affect service delivery costs? Evidence from fire services in Norway
2017
The objective of this study is to develop our understanding of how cooperation between local governments affects service delivery costs. The current study provides three contributions to the existing literature: (1) we assess the relation between inter-municipal cooperation and service delivery costs for fire services; (2) we evaluate whether different forms of cooperation affect costs differently; and (3) we analyse how the number of cooperation partners affects the cooperation–cost relation. Theoretically, it is argued that cooperation promotes scale economies, but that increasing transaction costs from additional cooperation partners may outweigh these potential benefits. The data show t…
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…
Drivers and barriers of inter-municipal cooperation in health services – the Norwegian case
2018
Inter-municipal cooperation in service delivery is widespread, as is the notion that this type of cooperation is primarily driven by economies of scale. However, the empirical results appear to be ...
Chapter 14: HPV vaccine introduction in industrialized countries.
2006
Introduction of a vaccine requires the achievement of three initial milestones. These are licensure by a national control authority that determines the vaccine is safe and effective, development of recommendations for use by expert advisory bodies on immunization, and obtaining funding for vaccination. Once these milestones have been achieved, a successful vaccination program requires that a number of interlinked programmatic components be brought together in a coordinated fashion. These include vaccine purchase and supply, vaccination service delivery, high coverage rates, surveillance of the vaccination program, immunization finance policies and practices, and political will. Human papill…
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…
How perceived value drives the use of mobile financial services apps
2019
Mobile information services have revolutionized business models and service delivery methods by facilitating consumer access to information and order placement via mobile apps. In developed markets, mobile banking (m-banking) and mobile payment (m-payment) applications have replaced text-based mobile services. However, extant research has not addressed these mobile financial services apps (MFSAs) adequately from the perspective of consumer behavior. Thus, the present study developed and tested a series of hypotheses related to the antecedents of perceived value of MFSA use; it also examined how such use affects the development of customers’ overall relationships with banks. Our hypotheses w…
Advance care planning in participative social work practice
2009
Advanced and anticipatory care planning (acp) are processes for finding out and recording clients’ preferences for care and treatment in the future, and distinct from professional care planning as part of care management in coordinating service delivery. Developing from palliative care practice in recording patients’ decisions to refuse treatment made in advance of possible mental incapacity at end of life, acp processes have recently extended to health and social care provision for long-term conditions. The process aims to engage clients, family members and informal caregivers in thinking ahead about managing difficult care situations. Research indicates that this increases clients’ satisf…
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…
The Application of an Information System in the E-Government of Colombia to Improve Service to Citizens
2020
One of the main objectives of e-government is the use of data to improve processes, identify opportunities and make better decisions, this article describes a success story in the government of Colombia in building an information system that makes use of data exploitation techniques in one of the most important state entities in the country that guides, inspects, monitors and controls registry offices and notaries. The article describes the context and reasons why the project was carried out along with the architecture that was used to design and develop the information system that is currently used to monitor and control in a timely, clear, effective and efficient service delivery to citiz…