Search results

This study aims to explain the effects of different types of innovations on organizational performance in terms of firms’ external effectiveness and internal efficiency. The study examines the interrelationship of technical and nontechnical innovations in complex services and the mediating effect of customer participation on the relationship between innovation type and organizational performance.

The study draws on a neo-Schumpeterian model for innovation to examine the complex service setting of healthcare provision. Data from Statistics Sweden, containing 38 hospitals and 242 primary care units in Sweden, provided the study's results.

The findings show the importance of combining different types of innovations in complex services, demonstrating a mediating effect of nontechnical innovation on both the relationship between technical innovations and external effectiveness and internal efficiency. Moreover, the results show that customer participation has a positive mediating effect for technical innovation and nontechnical innovation on external effectiveness. However, there is no such significant effect on internal efficiency.

The findings are based on self-assessment data, which has inherent limitations. The innovation data used were cross-sectional, which may lack reliability (although self-assessed data counter this risk to some extent).

Managers should pursue both technical and nontechnical innovations for gains in external effectiveness and internal efficiency. However, complex services call for technical innovations to be accompanied by nontechnical innovations to support positive effects. The results cause a dilemma for managing customer participation in complex services. As the results show customer participation resulting in external effectiveness, they also fail to establish an effect on internal efficiency.

The primary contribution is to add to the knowledge of different types of innovation in complex services by demonstrating their interdependent effects on both external effectiveness and internal efficiency. Furthermore, the study tests and advances the mediating effect of customer participation in complex services on organizational performance.

The purpose of this study was to review existing healthcare service quality-measurement models.

A review of the literature was conducted utilizing keywords “healthcare’’, “service quality’’, “measurement models”, “SERVQUAL”, “SERVPERF”, “HEALTHQUAL”, “PubHosQual” and “HospitalQual”. These investigations were selected from the “Emerald’’, “ABI/Inform”, “ScienceDirect” and “EBSCOhost” databases. A range of studies used in the makeup of the healthcare quality-measurement model for a 36 years period (1979 to 2015) were examined in an exhaustive survey of the literature. Of 137 studies reviewed, 74 studies were selected for analysis.

As yet, no consensus has been reached among scholars on the definition and indicators and factors of the quality of the healthcare services. Moreover, most of the current models are of Western origin and incongruent with the cultural and economic contexts of developing countries. The previous studies create scales resembling the generic measures of service quality, which may not be completely appropriate for assessing the perceived quality of healthcare services. Furthermore, previous studies were too narrow, overemphasizing the quality of healthcare only as far as the functional aspect of the services were concerned and paying too little attention to the technical aspects, using the experience of healthcare providers. These results have much room for failures. This is therefore advising healthcare organizations that need to develop their own models for measuring the quality of their services.

Generic models no longer suffice in measuring the quality of healthcare services. Developing countries should try and develop their own models for measuring the quality of healthcare services.

This paper presents a model aiming to identify the factors influencing the adoption of augmented reality (AR) for industrial services.

The study combines a literature analysis with an empirical study conducted exploring how five large industrial companies are introducing AR for supporting the provision of technical assistance and industrial services to their installed base.

The authors identify four categories (task, workforce, context and technology) that combine 18 factors that manufacturing companies should consider when introducing AR technology to support industrial services.

This paper systematises the fragmented literature on technology adoption and in particular those works related to the factors affecting the adoption of AR in industrial services. Based on literature and empirical evidence, the authors propose a novel framework that can help companies in the selection of AR solution based on their specific applications and situations. This study therefore contributes also to the existing literature on the adoption of I4.0 and digital technologies in industrial services.

The purpose of this paper is to investigate the relationship between the characteristics of the incubation industry, government funding, and the intensity of funding for different services. Because the incubation industry has particular characteristics, government funding varies for different services, and its intensity varies with service.

Government funding is classified as incubation subsidy and incubation incentive. Besides, incubation services include property management, business mentoring as well as investment and financing. Based on this, this study examines the influence mechanism of different subsidy and incentive on incubation services by using the generalized propensity score matching method.

The empirical results show that subsidy and incentive have an inverse-U shape effect on property management service, but a linear effect on business guidance service. Furthermore, subsidy does not affect investment and financing service, but incentive that can have a significant impact.

The theme of government funding and incubator services plays an important role in helping entrepreneurs expand their businesses. Incubation subsidy and incentive can provide important support to help enterprises obtain more preferential loans, technical services and technical support in the incubator. Applying it to incubator services can provide better technology and entrepreneurship guidance. These services can help new entrepreneurs understand products and markets, and how to develop more successfully in the early stage. In short, incubators supported by government funds can provide important support to entrepreneurs to help them successfully realize their business plans.

This paper aims to examine the strategy, selection and perception of facility management (FM) services and the effect it may have on perceived building quality.

Data was collected through a survey distributed to board members of cooperatives for newly constructed buildings in Sweden. Responses from 394 cooperative boards were included in the data set and analysed. The difference in cooperative choice of FM strategy and satisfaction with FM services was examined with non-parametrical Kruskal–Wallis tests and the effect of FM strategy and satisfaction with FM services on perceived building quality was examined with a one-way analysis of variance (ANOVA) test.

The results suggest information asymmetry and indicate urgent need for an objective accreditation system for FM services, which will inform and assist housing owners in the FM selection process. The study validates the hypothesis that facilities management strategies applied by housing cooperatives have a significant effect on perception of building quality.

The findings will assist developers, facility and property managers to understand the needs and services valued by the housing cooperative. The findings highlight the information asymmetry, restricted techniques and weak signalling methods among FM services, and advocates promoting an objective accreditation system for FM services.

The study contributes to the discussion on the concept of building quality and the results presented provide a better understanding of facilities management strategy on perception of building quality.

A major development in academic libraries in the last decade has been recognition of the need to support research data management (RDM). The purpose of this paper is to capture how library research data services (RDS) have developed and to assess the impact of this on the nature of academic libraries.

Questionnaire responses from libraries in Australia, Canada, Germany, Ireland, the Netherlands, New Zealand, the UK and USA from 2018 are compared to a previous data set from 2014.

The evidence supports a picture of the spread of RDS, especially advisory ones. However, future ambitions do not seem to have seen much evolution. There is limited evidence of organisational change and skills shortages remain. Most service development can be explained as the extension of traditional library services to research data. Yet there remains the potential for transformational impacts, when combined with the demands implied by other new services such as around text and data mining, bibliometrics and artificial intelligence. A revised maturity model is presented that summarises typical stages of development of services, structures and skills.

The research models show how RDS are developing. It also reflects on the extent to which RDM represents a transformation of the role of academic libraries.

Practitioners working in the RDM arena can benchmark their current practices and future plans against wider patterns.

The study offers a clear picture of the evolution of research data services internationally and proposes a maturity model to capture typical stages of development. It contributes to the wider discussion of how the nature of academic libraries are changing.

The purpose of this paper is to better understand and study the architecture and system characteristics of the underlying support platform for crowd system, by recognizing the characteristics of service internet is similar to the coordination characteristics between the massive units in the underlying platform of crowd system and studying the form, nature and guidelines of the service internet.

This paper points out the connection between the underlying support platform of crowd system and service internet, describes the framework and ideas for researching service internet and then proposes key technologies and solutions for service internet architecture and system characteristics.

The research unit in the underlying support platform of crowd system can be regarded as a service unit. Therefore, the platform can also be regarded as service internet to some extent. The ideas and technical approaches for the study of service internet’s form, criteria and characteristics are also provided.

According to this paper, relevant staff can be guided to better build the underlying support platform of crowd system. And it can provide a highly robust and sustainable platform for research studies of crowd science and engineering in the future.

The individual levels involved in real estate management are thoroughly discussed in the literature. This paper provides a structured meta-analysis of the different theoretical approaches in German-speaking countries. It also investigates the integration of transaction management and technical due diligence into the concepts of organisation theory. In this process, the interfaces are analysed and optimised models are developed for transferring the technical due diligence findings to the operational level.

Interviews with transaction management experts were conducted based on a narrative literature review. These interviews shed light on how the components of transaction management and due diligence are integrated into the transaction process, with a particular focus on technical due diligence. They also provide insights into how the related results are taken into account in relation to the transaction, and how they are transferred into the operational phase.

It becomes apparent that the role of transaction management is not clearly defined and delimited in the structural model of the real estate industry. Technical due diligence findings are usually transferred to the operation of the property via several, manual interfaces with corresponding losses of knowledge. The related models derived and developed for the purpose of operational optimisation define the role of transaction management against a technical background and identify the interfaces to be considered.

The significance of transaction management for subsequent operations is discussed and elaborated on. More specifically, transferring safety-relevant, high-priority findings from the technical due diligence exercise plays a crucial role for the modelling stage. On the implementation level, the derived models serve as a basis for customising the internal organisational structure.

In Germany, there has hardly been any research into the involvement of technical experts in the real estate transaction process to date. This paper provides initial approaches to optimising organisational structures and sustainably integrating technical due diligence findings into real estate operations.

This paper reviews literature on the application of intelligent systems in the libraries with a special issue on the ES/AI and Robot. Also, it introduces the potential of libraries to use intelligent systems, especially ES/AI and robots.

Descriptive and content review methods are applied, and the researchers critically reviewed the articles related to library ESs and robots from Web of Science as a general database and Emerald as a specific database in library and information science from 2007–2017. Four scopes considered to classify the articles as technology, service, user and resource. It is found that published researches on the intelligent systems have contributed to many librarian purposes like library technical services like the organization of information resources, storage and retrieval of information resources, library public services as reference services, information desk and other purposes.

A review of the previous studies shows that ESs are a useable intelligent system in library and information science that mimic librarian expert’s behaviors to support decision making and management. Also, it is shown that the current information systems have a high potential to be improved by integration with AI technologies. In this researches, librarian robots mostly designed for detection and replacing books on the shelf. Improving the technology of gripping, localizing and human-robot interaction are the main concern in recent librarian robot research. Our conclusion is that we need to develop research in the area of smart resources.

This study has a new approach to the literature review in this area. We compared the published papers in the field of ES/AI and robot and library from two databases, general and specific.

The purpose of this paper is to contribute to the understanding of the servitization phenomenon of product-centric companies, by identifying the resources, capabilities and organizational aspects needed to successfully deploy a servitized business model (BM).

By adopting a literature-based approach, this paper develops a servitization maturity model (SeMM) aimed at assessing and positioning companies in the servitization journey. The paper also illustrates the model application to two small and medium-sized enterprises (SMEs), a machinery and a forklift truck company.

The SeMM identifies a set of 85 critical requirements that are used to evaluate the servitization level of product-centric companies, through a specific five-stage measurement scale. The requirements are categorized into: five maturity dimensions (organizational approach, process management, performance management, tools, capabilities) and nine BM Canvas components. The empirical application exemplifies how the SeMM can support managers in identifying and bridging the gaps in their servitization journey.

The SeMM adopts an original bi-dimensional approach and provides an operationalization of the servitization process through the identification of specific critical requirements framed on established BM and maturity dimensions taken from the literature. Moreover, the model responds to a call for research to develop practitioner-oriented tools and guidelines to support the servitization process, in particular for SMEs, and to the need to go beyond to measures of servitization based on indicators about number of services offered or their turnover.