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Patient and family satisfaction is very important for improving the quality of health services, especially in hospitals. This study aims to evaluate the performance of officers and services and their effects on the satisfaction of patients in intensive care unit (ICU) at RSUP Dr. M. Djamil Padang.

This study used a quantitative method with a cross-sectional approach. A sample of 80 respondents was obtained using a random sampling technique (simple random). Data were collected using a questionnaire, and the analysis used was univariate.

The results showed that the evaluation of staff and service performance on ICU patient satisfaction considered from the aspects of the ease of service procedures, service requirements, clarity of serving officers, officer discipline, officer responsibilities, ability of officers to provide services, speed of service, fairness in getting services, courtesy and friendliness of officers in providing services, reasonableness of costs, clarity of cost details, accuracy of implementation of the service time schedule, comfort in the service room environment and security of services in the ICU room in 2020 was rather good.

This study indicates that the evaluation of the performance of officers and services on ICU patient satisfaction was good and satisfying for patients’ families.

Doctor–medical institution collaboration (DMIC) services are an emerging service mode in focal online health communities (OHCs). This new service mode is anticipated to affect user satisfaction and doctors' engagement behaviors. However, whether and how DMIC occurs is still ambiguous because the topic is rarely examined. To bridge this gap, this study explores doctors' participation in DMIC services and its effects on their online performance, as well as its effect on patients' evaluation of them on OHC platforms.

The authors propose hypotheses based on structural holes theory. A unique dataset obtained from one of the most popular OHCs in China is used to test the hypotheses, and difference-in-differences estimation is adopted to test the causality of the relationship.

The results demonstrate that providing DMIC services improves doctors' online consultation performance and patients' evaluations of them but has no significant effect on doctors' knowledge-sharing performance on OHC platforms. Doctors' knowledge-sharing performance and consultation performance mediate the relationship between participation in DMIC services and patients' evaluation of doctors. Regarding doctors' participation in DMIC services, its impact on doctors' consultation performance and patients' evaluation of them is weaker for doctors with higher professional titles than for doctors with lower professional titles.

The findings clarify the value creation mechanisms of online collaboration between doctors and medical institutions and thereafter facilitate doctors' participation in DMIC services and enhance the sustainable development of OHCs.

This paper reports the findings of a part of a larger study investigating the sources of consumer health information (CHI) available to the public, with particular emphasis on the use of electronic sources of health information. During the investigation discussions were held with managers and information officers of CHI services to examine provision. Detailed here are examples of the services provided by the Trent region. In consideration of the study's emphasis on the use of electronic sources of health information, the availability of electronic public access community information systems as sources of health information within the Trent region of the UK is discussed, and examples of such local government‐run systems are reviewed.

This paper aims to present recently published resources on information literacy and library instruction through an extensive annotated bibliography of publications covering all library types.

This paper annotates English-language periodical articles, monographs, dissertations and other materials on library instruction and information literacy published in 2017 in over 200 journals, magazines, books and other sources.

The paper provides a brief description for all 590 sources.

The information may be used by librarians and interested parties as a quick reference to literature on library instruction and information literacy.

Collection content is no longer the primary distinctive signifier of excellence in the present libraries. In an information market where technology has increased access to content, thereby providing resources at one’s fingertips, the provision of services is increasingly becoming a distinctive signifier of excellence and quality. In such an open/service-oriented marketplace, what are the services that are signifiers of excellence and consequently distinguish a library? This paper aims to review select literature within the USA to identify the services that are signifiers of excellence and that will consequently distinguish a library in the current era and investigate the extent to which said services identified in the review of the literature are provided by the University of the West Indies (UWI) Mona library, but focus specifically on only those that meet the additional criteria of placing the UWI Mona library as either the first to introduce the service in Jamaica or as the only library in Jamaica with the particular service offering. These two additional criteria provide the added signature or uniqueness essential to being distinguished.

Through the use of a mixed methods research, this paper highlights library service offerings considered as distinctive signifiers of excellence within the American literature and also within the UWI Mona Library – that will distinguish a library.

This paper reveals services incorporating technology, the library as a place/space, teaching and research and personal attention to users as distinctive signifiers of excellence. In this regard, within the UWI Mona Library, services offered such as the Virtual Reference Service, Extended Opening Service, Halls of Residence Librarian Service, Information Commons Service, Information Literacy Service and the West Indies and Special Collection Research Service were found to incorporate the aforementioned service themes and placed the UWI Mona library as either the first to introduce the service in Jamaica or as the only library in Jamaica with the particular service offering, consequently distinguishing the UWI Mona Library from other academic libraries in Jamaica.

This paper is of value, as it provides the library and information community with an outline of services that distinguish a library; it offers library managers in Jamaica and the rest of the world the opportunity to compare services in their libraries with that of other libraries as outlined within the literature review as well as within the UWI Mona library; it highlights how the UWI Mona library, an academic library in the Caribbean, compares on the international library scene, with particular reference to the USA; it informs current and potential library users of how the UWI Mona library is trending in service culture and a focus on distinctive services can promote a community of academic library service best practice.

The opportunities that the emerging markets present to the players in the construction industry means that the players need to expand on the scope and size of their responsibilities and duties to the stakeholders. Each of the professionals now demands more specialised and sophisticated services from one another. The other players in the construction industry now require more emerging responsibilities and duties from the quantity surveyors. The purpose of this paper is to examine the roles that “modern” quantity surveyors play by measuring the gaps that exist in the services that the quantity surveyors provide.

Primary data are collected through survey questionnaires. In total, 23 roles played by modern quantity surveyors are identified and addressed to the respondents to rank the rate at which quantity surveyors provide these “emerging” services. The collected data were analysed statistically.

The results of the findings led to the conclusion that the quantity surveyors were not meeting the expectations of other players. Therefore, for competitiveness, quantity surveyors need to better meet demand expectations.

This findings of this research are constrained to the services or functions that the quantity provide in the construction industry.

This knowledge is valuable to academic institutions that offer quantity surveying programmes, to practicing quantity surveyors, governments, and other players in the construction industry. It will allow quantity surveyors to reconcile supply and demand expectations.

There is no known conclusive empirical study on services offered by quantity surveyors in any emerging markets. Therefore, the findings offer a fresh understanding on the services of quantity surveyors not only in Nigeria but elsewhere. While some of the services are common, others are peculiar to emerging markets.

Few issues in recent times have so provoked debate and dissention within the library field as has the concept of fees for user services. The issue has aroused the passions of our profession precisely because its roots and implications extend far beyond the confines of just one service discipline. Its reflection is mirrored in national debates about the proper spheres of the public and private sectors—in matters of information generation and distribution, certainly, but in a host of other social ramifications as well, amounting virtually to a debate about the most basic values which we have long assumed to constitute the very framework of our democratic and humanistic society.

In smart cities pervasive systems are deployed by enterprises and stakeholders in municipalities to provide digital services to citizens. But cities are faced with the challenge of achieving system pluggability, mainly service integration due to numerous actors and systems needed for smart urban transformation. Hence, there is need to employ a comprehensive and holistic approach to help achieve service integration of pervasive platforms. Therefore, this study presents an Enterprise Architecture Framework (EAF) to support smart urban transformation.

In this study the design science research methodology is adopted based on a multi-case studies of two organizations and data is collected using semi-structured interview from an organizations and municipality in Norway to validate how service integration can be achieved by the developed EAF to address pluggability challenges faced in urban environment.

Findings suggest that the presented EAF provides the structure to manage changes and maintain urban transformation and aims to align the business with the underlying information systems from the perspective of the stakeholders. Additionally, findings from the case studies modelled in ArchiMate language depict how service integration of different pervasive platforms provide digital services for smart urban transformation.

This research only employed semi-structured interviews to validate service integration of digital platforms, other identified dimensions of pluggability were not fully addressed in this study.

Findings from the case studies provides insights on how pervasive platforms can be integrated to achieve a pluggable digital service from different stakeholders and data sources in practice. The developed EAF presented in this study provide a model that supports collection and exchange of data from different data sources in smart urban environment to enable the provision and consumption of digital services.

The developed EAF aids system pluggability of actors and systems in providing digital service such as smart urban transformation that contributes to sustainable use of electric mobility in cities.

As cities increasingly deploy pervasive platforms to support urban innovation, researchers are seeking to explore how these platforms shape urban transformation. Presently, prior studies do not offer important insights into pervasive platform management from urban perspective. Against this backdrop, this study employs the information systems perspective of digital platforms literature roots in software development and physical product development to depict how the EAF can be employed to describe specific cases that integrate different pervasive platforms deployed by different stakeholders communicating to co-create collective digital services to citizens.

The purpose of this paper is to describe interpretive and compliance issues arising under the Labor Department's interim final regulations under the statutory exemption for the provision of services provided by Section 408(b)(2) of ERISA, which will become effective on January 1, 2012.

The paper analyzes the published interim final regulations and considers significant comments filed in response to the proposed regulations.

Effective January 1, 2012, covered service providers who rely on the statutory exemption for the provision of services provided by Section 408(b)(2) must begin complying with the interim final amendments to the regulations under Section 408(b)(2) (the “Regulation”). Among other changes, the Regulation will require service providers to provide additional disclosures of direct and indirect compensation and to identify whether they expect that they will be providing services as a fiduciary or as a registered investment adviser. The primary purpose of the Regulation is to assist plan sponsors in evaluating service provider relationships, including total compensation that will be received by the service provider and conflicts of interests to which the service provider may be subject. The Regulation will apply to both new and existing service provider arrangements on January 1, 2012. Failure to comply with the Regulation may result in the assessment of excise taxes under Section 4975 of the Internal Revenue Code unless other exemptive relief is available. Service provider arrangements may be eligible for exemptive relief under certain other statutory and administrative exemptions.

The paper describes possible compliance issues that may arise under the Regulation and identifies and evaluates interpretive and compliance issues that have been noted since the proposed amendments were published.

A novel distributed middleware service platform, called MidGate platform, is presented in this paper. The central contribution is description of the developed MidGate platform and its architecture focusing especially on the adaptation, context‐awareness, and personalization of mobile and pervasive services. The research problem addressed is how to facilitate the development of interoperable applications and services into heterogeneous and distributed service gateway based environments. A requirement analysis of future mobile and pervasive services and key technologies has been carried out to establish a solid base and requirements for the development of the MidGate platform. The key mechanisms supporting adaptation, context‐awareness, and personalization of applications and services are presented. The novel middleware architecture solution of the MidGate platform utilizing these key mechanisms is also described. The MidGate architecture utilizes the emerging Generic Service Elements (GSE) approach, where generic and collectively utilizable services are provided to applications as middleware services that are part of a service platform. The main contribution of this research is the definition of a set of GSEs, the related MidGate platform architecture and its evaluation. The evaluation of the MidGate platform has been carried out in series of laboratory prototypes. The evaluation indicates that the MidGate platform solution is well applicable in various service gateway‐based distributed systems and extends well into resource‐constrained mobile environments.