Search results for "resource"
showing 10 items of 4058 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…
On the positive aspects of customers: Customer-initiated support and affective crossover in employee-customer dyads
2011
This study examines psychological resources for service employees and their customers, which enhance the service experiences of both parties during service conversations. We investigate whether customer behaviour (customer-initiated support) positively impacts on employees' affect. We also examine the crossover of employees' affect on customers' affect. State positive affect (PA) was assessed in 82 employees of car dealerships and 421 customers on 2 occasions (before and after the conversation). Multi-level analyses showed the hypothesized positive impact of customer behaviour on employees' PA and in turn of employees' PA on customers' PA. Results are integrated in an overall process model …
Navigating efficiency and effectiveness relationships across local government services: Another step toward strategic resource management
2013
A major part of maintaining a well-managed performance measurement system in local government is providing the infrastructure for performance management. The problem is that local officials often struggle with moving from adopting performance measures to actually using them for improving services and for making resource allocation decisions. This article responds to this struggle by presenting information on the relationships between efficiency and effectiveness measures across six local government service areas, with the goal of providing guidance on using performance measures to support strategic resource management. Our research suggests that stronger correlations exist between efficienc…
Revenue-Aware Resource Allocation in the Future Multi-Service IP Networks
2006
In the future IP networks, a wide range of different service classes must be supported in a network node and different classes of customers will pay different prices for their used node resources based on their Service-Level-Agreements. In this paper, we link the resource allocation issue with pricing strategies and explore the problem of maximizing the revenue of service providers in a network node by optimally allocating a given amount of node resources among multiple service classes. Under the linear pricing strategy, the optimal resource allocation scheme is derived for the case that no firm Quality-of-Service (QoS) guarantees are required for all service classes, which can achieve the …
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…
A model of the filling process of an intermittent distribution network
2010
In many countries, private tanks are acquired by users to reduce their vulnerability to intermittent supply. The presence of these local reservoirs modifies the user demand pattern and usually increases user water demand at the beginning of the service period depending on the tank filling process. This practice is thus responsible for the inequality that occurs among users: those located in advantaged positions of the network are able to obtain water resources soon after the service period begins, while disadvantaged users have to wait much longer, after the network is full. This dynamic process requires the development of ad hoc models in order to obtain reliable results. This paper discus…
To sit or to stand, that is the question : examining the effects of work posture change on the well-being at work of software professionals
2017
Despite the central role of human resources in determining the success of software companies, relatively little academic research has been conducted on the well-being at work aspect of software professionals. This study aims to address the aforementioned gap by examining the effects of using standing instead of sitting workstations on the well-being at work of software professionals in terms of their physical activity, mental alertness, stress, and musculoskeletal strain. An intervention study consisting of two measurements was conducted for 29 employees of a large Finnish software company by using questionnaires and the Firstbeat Lifestyle Assessment service. The findings of the study sugg…
Joint Radio and Computational Resource Allocation in IoT Fog Computing
2018
The current cloud-based Internet-of-Things (IoT) model has revealed great potential in offering storage and computing services to the IoT users. Fog computing, as an emerging paradigm to complement the cloud computing platform, has been proposed to extend the IoT role to the edge of the network. With fog computing, service providers can exchange the control signals with the users for specific task requirements, and offload users’ delay-sensitive tasks directly to the widely distributed fog nodes at the network edge, and thus improving user experience. So far, most existing works have focused on either the radio or computational resource allocation in the fog computing. In this work, we inve…
A service-based recommendation system to assist decision making in a small and medium company
2020
Collaboration and resource sharing have attracted a great interest among companies. Our contribution relates to this context, providing a decision-making support for companies. We propose a platform to facilitate resource sharing between collaborative companies, through a recommendation system. This system provides similar services that respond to a company’s needs. The approach presented in this paper includes the choice of a representation model for the services as well as the selection of an appropriate measure of similarity. This latter is mainly based on a comparative study of three measures of similarity using several performance evaluation measures. In order to evaluate our approach,…
A Context Aware Learning Application for Communities of Service Technicians
2016
The gathering of knowledge and competences needed to accomplish work related tasks is carried out in several ways. It can be done, planned in the long term to brace oneself for a new area of responsibility or in the short term to prepare for a concrete forthcoming task or while working on a task. The latter two happen quite often at the workplace. In this paper, we present a context aware mobile application supporting workplace learning of service technicians working at different locations including customer service. The originality of the presented application lies in the combination of the question a answering concept with the microlearning concept and in the context awareness of the appl…