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Article
Publication date: 10 April 2009

Xinya Yang, Qunyi Wei and Xiaodong Peng

The purpose of this article is to present a subsection circulatory management (SCM) model of Library 2.0. The design idea of Library 2.0 system architecture is to be…

4119

Abstract

Purpose

The purpose of this article is to present a subsection circulatory management (SCM) model of Library 2.0. The design idea of Library 2.0 system architecture is to be illustrated and a five‐tier model of service‐oriented architecture (SOA) is to be put forward and analyzed.

Design/methodology/approach

The SOA model conforms to the desires of Library 2.0. Libraries require integration of literature resources, knowledge services and operations management and together all these integrations must be based on the user service. The realization of the concept and technology of Library 2.0 is similar with the SOA model.

Findings

Current library management systems (LMS) remain at the era of Library 1.0, which focused on literature management. The new design principles are aiming to manage library resources much better. Library 2.0 must break through the current framework, and adopt a multilayer structure, user‐centered and service‐oriented system architecture to integrate the resources, the services and managements. Amongst other things, Library 2.0 should utilize the multilayer architecture based on the module mode, improve the flexibility and adaptability of modern management systems, both in system configuration and operational management.

Originality/value

The SOA model is applied in Library 2.0 for the first time and is divided into five tiers – hardware tier, system tier, data tier, operation management tier and knowledge service tier. According to the architecture, three application systems – LMS based on librarians, knowledge service system based on patrons, and knowledge search engine, are designed.

Details

The Electronic Library, vol. 27 no. 2
Type: Research Article
ISSN: 0264-0473

Keywords

Article
Publication date: 12 August 2014

Lijun Zeng, Xiaoxia Yao, Juanjuan Liu and Qiang Zhu

The purpose of this paper is to provide a detailed overview of the China Academic Library and Information system (CALIS) document supply service platform (CDSSP) – its…

Abstract

Purpose

The purpose of this paper is to provide a detailed overview of the China Academic Library and Information system (CALIS) document supply service platform (CDSSP) – its historical development, network structure and future development plans – and discuss how its members make use of and benefit from its various components.

Design/methodology/approach

The authors provide a first-person account based on their professional positions at the CALIS Administrative Center.

Findings

CDSSP comprises five application systems including a unified authentication system, Saas-based interlibrary loan (ILL) and document delivery (DD) service system, ILL central scheduling and settlement system, File Transfer Protocol (FTP) service system and a service integration interface system. These systems work together to meet the needs of member libraries, other information service institutions, and their end users. CDSSP is widely used by more than 1,100 libraries based on a cloud service strategy. Each year more than 100,000 ILL and DD transactions are processed by this platform.

Originality/value

The development of CDSSP makes it becomes true for CALIS to provide one stop information retrieval and supply service. At the same time, it promotes the resource sharing among member libraries to a great degree.

Details

Interlending & Document Supply, vol. 42 no. 2/3
Type: Research Article
ISSN: 0264-1615

Keywords

Article
Publication date: 18 June 2010

Seongsu Kim and Soo Wook Kim

The purpose of this paper is to find if there is an existing trade‐off between service quality and cost when strategies of low‐cost accommodation and uncompromised…

1030

Abstract

Purpose

The purpose of this paper is to find if there is an existing trade‐off between service quality and cost when strategies of low‐cost accommodation and uncompromised reduction are implemented.

Design/methodology/approach

The model is designed on hand system dynamics, using Vensim™ software. It consists of a situation where no side effects are interrupting the result. The modeled service system is designed as two parts: a situation where five sorts of customer variables are introduced, continued by a situation where low‐cost accommodation and uncompromised reduction change the system.

Findings

There is no typical trade‐off pattern between service quality and cost when implementing Frei's two solutions. Rather, the findings resulted in an almost conform line of quality curve so that the promotion of Frei's solutions can be interpreted as the result of cost reduction.

Research limitations/implications

Owing to the use of simulation tools, it is still critical whether the result holds in the real world where various influences to the service system can exist.

Originality/value

There are various papers regarding service quality and cost but not that much about managerial tools used in a service system. Aside from many statistically proofed papers, this paper uses system dynamics to simulate certain managerial tools for service when implemented into a system.

Details

Asian Journal on Quality, vol. 11 no. 1
Type: Research Article
ISSN: 1598-2688

Keywords

Article
Publication date: 1 June 2001

C.L. Lai, W.H. Ip and W.B. Lee

Service industry is recognized as being an important industry in Hong Kong and continues to support manufacturing bases in China and other low cost manufacturing…

3736

Abstract

Service industry is recognized as being an important industry in Hong Kong and continues to support manufacturing bases in China and other low cost manufacturing countries. However, there is a lack of research on the modelling and analysis of service industry appropriate to Hong Kong’s environment. In this paper, the workflow of a service support department is illustrated using system dynamics modelling approach. The fundamental purpose of system dynamics (SD) is to analyze the information‐feedback of system behaviour as well as to develop mathematical models of dynamic interrelationships. A computer simulation system is used to explore the interactions making experimental system design possible. A model is proposed to simulate the behaviour of this department and to increase the efficiency. The analysis indicates that in order to decrease the turnover time of providing engineering service, it is necessary to make a strategic change to develop new culture and operation structure. The experience demonstrates that system dynamics is a practical approach to identify the relationship between the different service processes and improve the operation efficiency.

Details

Managing Service Quality: An International Journal, vol. 11 no. 3
Type: Research Article
ISSN: 0960-4529

Keywords

Article
Publication date: 1 March 1997

Matt Eppinette, R. Anthony Inman and Roger Alan Pick

Argues that expert systems are a useful tool in implementing quality customer service. Examines seven steps of customer service and illustrates how expert systems can…

1925

Abstract

Argues that expert systems are a useful tool in implementing quality customer service. Examines seven steps of customer service and illustrates how expert systems can support each step. Draws on the literature in the field to cite commercial installations of expert systems to support quality customer service.

Details

Industrial Management & Data Systems, vol. 97 no. 2
Type: Research Article
ISSN: 0263-5577

Keywords

Open Access
Article
Publication date: 12 April 2022

Michael Sony, Jiju Antony and Olivia McDermott

The pandemic has reinforced the need for revamping the healthcare service delivery systems around the world to meet the increased challenges of modern-day illnesses. The…

Abstract

Purpose

The pandemic has reinforced the need for revamping the healthcare service delivery systems around the world to meet the increased challenges of modern-day illnesses. The use of medical cyber–physical system (MCPS) in the healthcare is one of the means of transforming the landscape of the traditional healthcare service delivery system. The purpose of this study is to critically examine the impact of MCPS on the quality of healthcare service delivery.

Design/methodology/approach

This paper uses an evidence-based approach, the authors have conducted a systematic literature review to study the impact of MCPS on healthcare service delivery. Fifty-four articles were thematically examined to study the impact of MCPS on eight characteristics of the healthcare service delivery proposed by the world health organisation.

Findings

The study proposes support that MCPS will positively impact (1) comprehensiveness, (2) accessibility, (3) coverage, (4) continuity, (5) quality, (6) person-centredness, (7) coordination, (8) accountability and (9) efficiency dimension of the healthcare service delivery. The study further draws nine propositions to support the impact of MCPS on the healthcare service delivery.

Practical implications

This study can be used by stakeholders as a guide point while using MCPS in healthcare service delivery systems. Besides, healthcare managers can use this study to understand the performance of their healthcare system. This study can further be used for designing effective strategies for deploying MCPS to be effective and efficient in each of the dimensions of healthcare service delivery.

Originality/value

The previous studies have focussed on technology aspects of MCPS and none of them critically analysed the impact on healthcare service delivery. This is the first literature review carried out to understand the impact of MCPS on the nine dimensions of healthcare service delivery proposed by WHO. This study provides improved thematic awareness of the resulting body of knowledge, allowing the field of MCPS and healthcare service delivery to progress in a more informed and multidisciplinary manner.

Details

The TQM Journal, vol. 34 no. 7
Type: Research Article
ISSN: 1754-2731

Keywords

Abstract

Details

Managing Urban Mobility Systems
Type: Book
ISBN: 978-0-85-724611-0

Abstract

Details

Information Services for Innovative Organizations
Type: Book
ISBN: 978-0-12465-030-5

Book part
Publication date: 10 December 2015

Dekar Urumsah

The concept and practice of e-services has become essential in business transactions. Yet there are still many organizations that have not developed e-services optimally…

Abstract

The concept and practice of e-services has become essential in business transactions. Yet there are still many organizations that have not developed e-services optimally. This is especially relevant in the context of Indonesian Airline companies. Therefore, many airline customers in Indonesia are still in doubt about it, or even do not use it. To fill this gap, this study attempts to develop a model for e-services adoption and empirically examines the factors influencing the airlines customers in Indonesia in using e-services offered by the Indonesian airline companies. Taking six Indonesian airline companies as a case example, the study investigated the antecedents of e-services usage of Indonesian airlines. This study further examined the impacts of motivation on customers in using e-services in the Indonesian context. Another important aim of this study was to investigate how ages, experiences and geographical areas moderate effects of e-services usage.

The study adopts a positivist research paradigm with a two-phase sequential mixed method design involving qualitative and quantitative approaches. An initial research model was first developed based on an extensive literature review, by combining acceptance and use of information technology theories, expectancy theory and the inter-organizational system motivation models. A qualitative field study via semi-structured interviews was then conducted to explore the present state among 15 respondents. The results of the interviews were analysed using content analysis yielding the final model of e-services usage. Eighteen antecedent factors hypotheses and three moderating factors hypotheses and 52-item questionnaire were developed. A focus group discussion of five respondents and a pilot study of 59 respondents resulted in final version of the questionnaire.

In the second phase, the main survey was conducted nationally to collect the research data among Indonesian airline customers who had already used Indonesian airline e-services. A total of 819 valid questionnaires were obtained. The data was then analysed using a partial least square (PLS) based structural equation modelling (SEM) technique to produce the contributions of links in the e-services model (22% of all the variances in e-services usage, 37.8% in intention to use, 46.6% in motivation, 39.2% in outcome expectancy, and 37.7% in effort expectancy). Meanwhile, path coefficients and t-values demonstrated various different influences of antecedent factors towards e-services usage. Additionally, a multi-group analysis based on PLS is employed with mixed results. In the final findings, 14 hypotheses were supported and 7 hypotheses were not supported.

The major findings of this study have confirmed that motivation has the strongest contribution in e-services usage. In addition, motivation affects e-services usage both directly and indirectly through intention-to-use. This study provides contributions to the existing knowledge of e-services models, and practical applications of IT usage. Most importantly, an understanding of antecedents of e-services adoption will provide guidelines for stakeholders in developing better e-services and strategies in order to promote and encourage more customers to use e-services. Finally, the accomplishment of this study can be expanded through possible adaptations in other industries and other geographical contexts.

Details

E-services Adoption: Processes by Firms in Developing Nations
Type: Book
ISBN: 978-1-78560-709-7

Keywords

Book part
Publication date: 25 June 2012

Bo Edvardsson, Per Skålén and Bård Tronvoll

Purpose – The aim is to introduce a sociological perspective on resource integration and value co-creation into service research using a service systems approach.…

Abstract

Purpose – The aim is to introduce a sociological perspective on resource integration and value co-creation into service research using a service systems approach.

Methodology/approach – Conceptual and a case study of the service system a Telecom Equipment and Service Provider is embedded in is reported.

Findings – The service practice of the service system is framed by social structures of signification, legitimation, and domination. However, the practice is also independent of the structures since it is embedded in and shapes the structural realm.

Research implications and limitations – Drawing on structuration and practice theory, the chapter offers a new framework describing how social and service structures and practices can inform and reveal mechanisms of service system dynamics. Based on the framework, three propositions are developed focusing on the mechanisms of resource integration and value co-creation. The implications need to be generalized in future research by studying other empirical contexts.

Practical implications – The chapter provides some tentative guidelines on how organizations can design service systems that enable and support customers and other actors in their resource integration and value co-creation processes by paying attention to social structures and forces and not only resources as such.

Originality – The chapter explicates how social structures have implications for value co-creation and resource integration in service system. It makes systematic use of structuration and practice theory to understand the social dimensions of service systems. A distinction between intended and realized resource integration is made.

Details

Special Issue – Toward a Better Understanding of the Role of Value in Markets and Marketing
Type: Book
ISBN: 978-1-78052-913-4

Keywords

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