Search results for "Service design"
showing 10 items of 30 documents
Life-based design as an extension of problem-based learning — A tool for understanding people and technology
2015
Global conditions are changing at such a rate that foreseeing trends in technological development, economic fluctuations and climatic conditions is ever more difficult. When developing technologies, there is one constant factor that practitioners and researchers should be aware of, and that is people. This is not to say that people, culture and social conditions remain stagnant, for these too evolve with the surrounding circumstances. Rather, appropriate tools and capabilities for investigating people, their lives and life situations, are integral to understanding what people need in terms of technology, how these technologies will be used, and more importantly how they will be valued in th…
Service policies of German manufacturers: Critical factors in international competition
1992
Abstract German companies perform well in export markets, based on product quality and technology. But the competitive advantages and value-added of service are expected to grow sharply in the coming decade — especially product-focused service. Hermann Simon has identified ‘Hidden Champions’ in Germany — companies like Heidelberg Printing Machines, BMW and Mercedes-Benz, which integrate market and technology as equal driving forces and provide quick and reliable customer service. But there is much room for improvement in service provided by German manufacturing companies. They could upgrade their design and marketing of service, and apply better quality control such as setting quantitative …
PMG-Pro: A Model-Driven Development Method of Service-Based Applications
2011
Published version of a chapter published in the book: SDL 2011: Integrating System and Software Modeling. Also available from the publisher at: http://dx.doi.org/10.1007/978-3-642-25264-8_12 In the Internet of Things, billions of networked and software-driven devices will be connected to the Internet. They can communicate and cooperate with each other to form a composite system. In this paper, we propose PMG-pro (present, model, generate and provide), a language independent, bottom-up and model-driven method for the development of such composite system. We envision that all devices in the Internet of Things provide their functionalities as services. From a service description, a service pre…
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…
Systemic Development of Service Innovation
2015
This chapter explores the intrinsic characteristics of services and service systems and presents systemic approach to produce service innovations. The chapter consists of elaborating the characteristics of services and the principles of systemic development, discussing service matrixes, service systems, service strategies and business models, and special challenges related to the development of services and service innovations. Services are always produced in service systems consisting of combination of service personnel and information systems. Customers are involved in these systems by interacting with the front end of service organization. The key issue in service development and innovat…
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…
Engaged teams deliver better service performance in innovation climates
2016
Building on the interactionist approach and the consideration of service organizations as open-systems, this study examines the moderating role of team climate for innovation on the relationship between team engagement and service performance. The sample consisted of 599 customers, 344 boundary employees, and 86 supervisors nested in 86 teams from 60 hotels. Multilevel analyses showed significant positive direct relationships between team engagement and service quality indicators. We also found a consistent moderating role of climate for innovation on the association between team engagement and different service performance indicators (functional and relational service quality, overall sati…
The four spheres of value co-creation in humanitarian professional services
2021
PurposeThe study focuses on the value co-creation processes in humanitarian professional services provision, analysing the key enabling factors of beneficiaries' participation, involved in long-term integration programmes (L-TIPs).Design/methodology/approachThrough an in-depth case study, the research looks at the practices of value co-creation in humanitarian professional services, considering both the perspectives of the professional service provider and beneficiary.FindingsIn professional services beneficiary's participation affects the success of the L-TIPs outcomes. Participation's enablers can be classified into four different spheres, each belonging to different elements of professio…
Limiti e opportunità della ‘Sharing Mobility’: un approccio multidisciplinare per città più inclusive e sostenibili
2021
Recensione del libro 'The Role of Sharing Mobility in Contemporary Cities. Legal, Social and Environmental Issues'.
MUV – MOBILITY URBAN VALUES
2021
Un gioco digitale per smartphone che promuove la mobilità individuale sostenibile, in cui i cittadini si sfidano in tornei: chi ha abitudini di mobilità più rispettose dell’ambiente vince. I dati raccolti dall’app attraverso processi aperti e partecipati sostengono i processi decisionali e stimolano nuove soluzioni di mobilità. Frutto di un progetto Horizon2020, è il risultato di sette anni di ricerca con più di venti partner internazionali (pubbliche amministrazioni, università, centri di ricerca) ed è stato testato in 21 città del mondo. I cittadini che hanno partecipato alle diverse dinamiche di gioco, oltre ad aver registrato oltre 180.000 chilometri percorsi in modo sostenibile, hanno …