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This research aims to analyze the determinants of the Theory of Planned Behavior (TPB) to explain the intention of the behavior of accommodation in sustainable hotels. The research had characteristics of exploratory, quantitative, and inferential research, through the application of a survey, using the instrument of Han et al. (2010), reaching a total sample of 383 responses of Brazilian tourists. Data analysis was performed using the Structural Equation Modeling (SEM) technique estimated by Partial Least Squares (PLS). The results validated the perspectives of the TPB, with statistical significance for the relationships between the variables of attitude, subjective norm and perceived behavioral control in relation to the intention to stay in sustainable hotels. Attitudinal beliefs had the greatest influence of the intention to stay in sustainable hotels. These results have theoretical and practical implications, from the validation of the TPB literature to the intention of behavior of consumption of sustainable services, and the indication of the main determinant of the intention of hosting, which can result in more accurate marketing strategies and better economic and social results.

Urbanization is a challenge faced by most countries worldwide and leads to several problems. Due to rapid communication capabilities, conforming the megacities into Ubiquitous cities (U-cities) seems to be a potential solution to mitigate the problems caused by urbanization. Extensive reliance and dependencies of U-cities on information and communication technologies (ICTs) bring forth a new set of risks and vulnerabilities to these megacities. This research investigates the vulnerabilities of ICTs against man-made and natural hazards in a systematic way using the Analytic Hierarchy Process. The study identifies the vulnerabilities of different ICTs in U-cities and helps in improving the system&rsquo, s resistivity against various hazards. The task is performed by evaluating the level of disruption on the different technologies and areas under the identified man-made and natural hazards. The research provides an insight into the working mechanisms of involved ICTs. It also helps to manage U-cities with more secure and sustainable services. The research identified that the new ICTs-based hazards have emerged and have become among the most influential hazards. The research has concluded that the vulnerabilities of U-cities are significantly different from that of conventional cities and need further studies to develop further understandings. The research recommends similar vulnerability studies for regional areas as well.

Floodplains are particularly important in the semi-arid region of the Sub-Sahelian Africa. In this region, water governance is still being developed, often without adequate information and technical capacity for good, sustainable water resource management. However, water resources are being allocated for use with minimal sustainability considerations. Environmental flows (e-flows) include the quantity and timing of flows or water levels needed to meet the sustainable requirements of freshwater and estuarine ecosystems. Holistic regional scale e-flows linked to floodplain management can make a noticeable contribution to sustainable floodplain management. The Inner Niger Delta (IND) in Mali is an example of a vulnerable, socio-ecologically important floodplain in the Sahel region of North Africa that is being developed with little understanding of sustainability requirements. Although integrally linked to the Upper Niger River catchment, the IND sustains a million and half people within the region and exports food to surrounding areas. The flooding of the Delta is the engine of the socio-economic development as well as its ecological integrity. This paper aims to demonstrate the contribution that holistic regional e-flow assessment using the PROBFLO approach has to achieving floodplain sustainability. This can be achieved through the determining the e-flow requirements to maintain critical requirements of the ecosystems and associated services used by local vulnerable human communities for subsistence and describing the socio-ecological consequences of altered flows. These outcomes can contribute to the management of the IND. In this study, the socio-ecological consequences of altered flows have been evaluated by assessing the risk of alterations in the volume, duration, and timing of flows, to a number of ecological and social endpoints. Based on the risk posed to these endpoints by each scenario of change, an e-flow of 58% (26,685 million cubic meters (MCM) of water annually) was determined that would protect the ecosystem and maintain indicator components at a sustainable level. These e-flows also provide sustainable services to local communities including products for subsistence and limit any abnormal increases in diseases to the vulnerable African communities who live in the basin. Relative risk outputs for the development scenarios result in low-to-high-risk probabilities for most endpoints. The future development scenarios include insufficient flows to maintain sustainability during dry or low-flow periods with an increase in zero flow possibilities. Although unsuitable during the low-flow or dry periods, sufficient water is available through storage in the basin to meet the e-flows if these scenarios were considered for implementation. The IND is more vulnerable to changes in flows compared to the rivers upstream of the IND. The e-flow outcomes and consequences of altered flow scenarios has contributed to the management of vulnerable IND floodplains and the requirements and trade-off considerations to achieve sustainability.

Service quality perceived by clients should be a crucial element in the process of co-creating sustainable services. This article aimed to examine relationships between five constructs: the usefulness of courier services, the ease of use of courier services, the trust in courier services, the service quality, and the future intention to use courier services. This research focuses on courier services. An electronic questionnaire was used to conduct confidential interviews. It was distributed between January and March 2019. The number of questionnaires returned by courier service customers amounted to 1073. The authors used generalized least squares (GLS) of structural equation modelling (GLS-SEM) to verify the hypotheses. The obtained results confirmed statistically significant relationships between the variables of the ease of use and the trust in service, the usefulness and the trust in service, the trust in service and the service quality and finally, the service quality and the future intention to use the services. The obtained results confirmed an important role of technological aspects in courier service quality, which will become the main determinant of the development of this sector in the future. The authors proposed a new approach to the definition of trust in service. Apart from the interpersonal trust, they shed more light on the trust in the supplier, i.e., the trust in the used technologies.

UNHCR estimates that the average time spent by a refugee in a camp is 10 years, while the average refugee camp remains for 26 years. WASH (water, sanitation and hygiene) is a crucial component of humanitarian response and longer-term recovery. Humanitarian agencies and host governments face many challenges in protracted situations and complex long-term humanitarian crises. One key issue is how water supplies should be managed in the long term. Who is best placed to operate and manage WASH services and which delivery model is the most viable? At the end of 2019, there were 15.7 million refugees in protracted situations, representing 77% of all refugees. This report takes stock of the various alternative service delivery models, to enable humanitarian and development agencies to work together to smooth the transition from emergency relief to sustainable services.

The implementation of handpumps has contributed to increased improved water access. However, 'universal access' as the metric for success within Sustainable Development Goal (SDG) 6, potentially conceals fundamental barriers for sustainable services and hinders SDG 6 target success. Tariffs, in the form of household contributions, are the most common form of financial provision for the maintenance of rural water supplies. However, the annualised financial resources significantly vary across local contexts. Four tariff scenarios (collected per month, when required for repairs, per year and no tariff) were investigated across the life-cycle of 21 997 Afridev handpumps in Malawi. Known local costs for Afridev components from suppliers in Malawi were used to determine the potential shortfall in financial resources over the handpumps' 15 year design life. Domains that influence functionality, such as the operations, maintenance and quality of infrastructure, were also investigated to identify significant factors impacting the sustainability of the handpumps. Logistic regression indicates sub-standard installations (i.e. seasonality and poor water quality), structural damage to civil works, no preventative maintenance, lack of spare parts on site and a shortfall in potential financial resources were significantly associated with the poor status of infrastructure (broken or worn components) over the life-cycle of the Afridev. The findings highlight the burden placed on rural communities of maintaining inherently unsustainable assets that inevitably hinders lasting service delivery and benefits for rural communities in the SDG period and beyond. This journal is

In the last decade, the sanitation service chain model has become the de facto framework for much research and development in urban non-networked sanitation. People, their priorities and urban ways of living, as well as the conditions that underpin sustainable services, are too often overlooked in current conceptualizations of urban sanitation service delivery. This paper suggests that, as the sector moves toward a new paradigm of Citywide Inclusive Urban Sanitation, it is timely to revisit the conceptual framing of urban sanitation. The Sanitation Cityscape is a conceptual framework for citywide urban sanitation. It identifies the key factors of urban sanitation and locates those within a framework using three conceptual environments: The Living Environment, the Service Delivery Environment, and the Enabling Environment. Using a proposed set of 16 indicators and locating existing tools (for example, the Living Conditions Diamond, the fecal flow diagram, and the Citywide Service Delivery Assessment), the framework looks beyond the linear framing of sanitation services to gain a better understanding of the surrounding context and externalities. For the researcher and practitioner alike, we suggest that the Sanitation Cityscape can provide a coherent “frame” to locate the components of the urban sanitation puzzle predictably and systematically. It lends itself to rapid diagnostic analysis and more appropriate targeting of appropriate sanitation interventions. The paper includes insights from application of the Sanitation Cityscape framework including moving toward an outcome-based sanitation service delivery model, efficiencies in data collection, creating area typologies to align sanitation responses, setting enabling environment analyses boundaries purposefully and intentionally, and identifying key interfaces as potential intervention points or system levers. We hope that the Sanitation Cityscape might provide a foundation for greater consistency and a common vocabulary around the fundamental concepts and indicators relevant to urban sanitation.

In this paper we discuss how to improve business sustainability of services for digital inclusion through value modeling and analysis using the e3-value method. Two questions come up: is this method understandable and useful in practice for ICT4D practitioners and developers, and is this method instrumental for development of sustainable services for digital inclusion? To answer this, three ICT4D student projects were carried out, that aim to improve digital inclusion in communities in Sarawak, Malaysia. Results show that the e3-value method is easy to learn and use in practice. It is instrumental (i) for visual conceptualization, facilitating discussion and co-construction of different business scenarios; (ii) it allows to assess potential profitability in the value web; (iii) for optimization of the system design (iv) to analyse strengths and weaknesses in the value network in terms of digital inclusion.

To gain competitive advantages and sustainable service innovation, hotels are considering artificial intelligence technologies (AI), including robots, kiosks for service automation and chatbots. However, due to the change of the service process and unfamiliar communication interface, hotel customers may have difficulties in adopting the new change. In this paper, we tried to find out if the failure of AI-based services would affect customers&rsquo, perception. For this, we designed the experiment by separating AI (i.e., chatbot) services and self-service technology (SST, i.e., pad) services and service failures and successful cases, respectively. As a result, SST showed more positive perceptions and revisit intention in the successful service situation. The service failure situation showed no differences between chatbot and SST. In addition, novelty and the need for interaction characteristics of customers showed significant differences between groups in terms of service success and failure, respectively. Additionally, we explored negative word-of-mouth (WOM) to learn further effects by service failures and successes.

Objectives A collaborative study was undertaken by palliative care and public health on behalf of Chorley & South Ribble and Greater Preston Clinical Commissioning Groups. Going beyond a traditional needs assessment by providing projections of local palliative and end-of-life care needs in all conditions over 20 years, the study will support locality commissioning and development of appropriate health care services. Study design Population-based needs assessment involving secondary analysis of routinely available regional mortality and population data for Central Lancashire (2017). Palliative care need was estimated using three different recognised methods. Methods These estimates were combined with routinely available population and mortality projections and observed trends in palliative care need to provide projections up to 2040. Results Palliative care need in 2017 in Chorley & South Ribble and Greater Preston is estimated to be between 75% (1292) and 97% (1670), and 74.9% (1337) and 95.7% (1710) of all deaths, respectively. By 2040, the annual need is projected to increase compared with 2017 figures, by 24.2–55.9% (314–729 more deaths) in Chorley & South Ribble and by 13.4–41.4% (180–554 more deaths) in Greater Preston. The numbers of deaths from dementia are forecast to increase by three-fold in both localities. Conclusion This study demonstrates practical application of public health data to support the development of locally responsive palliative care services. Dissemination of findings from this needs assessment on rising palliative care need, including numbers of deaths in different disease groups, provides direction to plan appropriate, equitable and sustainable services. Rapidly growing dementia deaths deserve particular attention in the planning of care. Collaborative work between public health and palliative care in other settings is encouraged, and will likely increase in significance as the full impact of COVID-19 is felt.

ObjectivePharmacists have been increasing patient-focused care through the implementation and provision of professional services. However, there is a lack of evidence on how to achieve long-term sustainability of the service once it is implemented. A framework identifying the factors affecting the sustainability of professional pharmacy services was developed. The objectives of this study were to explore the experiences of community pharmacists providing professional services to contextualize and assess the applicability in practice of the sustainability framework.MethodsA qualitative study was undertaken across Australia. Community pharmacists were identified using snowball sampling. Data were collected through semistructured interviews. Eighteen interviews were conducted and analyzed using framework methodology in NVivo 12 (QSR International).ResultsA range of major sustainability factors was identified and organized in social, economic, and environmental domains. In the social domain, most of the interviewees stated the importance of motivating staff to increase service promotion and patients' demand. Most of the participants emphasized that having an adequate number of trained staff is required to enhance and maintain services over time. The perceived reluctance of some patients to spend more time than usual at the community pharmacy was another factor highlighted as affecting service sustainability. In the economic domain, the concern about lack of remuneration for service provision was highlighted by most of the interviewees. Having economic support was seen as essential for achieving sustainable services. In the environmental domain, the necessity of government recognition of the pharmacists' role and value to the health care system was identified as a new key sustainability driver.ConclusionThe applicability of the framework for the sustainability of professional services was evaluated in practice. The identified factors will guide pharmacists to maintain implemented services and achieve their sustainability. Future research should focus on designing a tool to measure the sustainability of pharmacy services.

Public sector state funded organisations were initially constructed to deliver much needed services to their immediate community. Designed to meet the needs of societies and populations, public sector operations focussed originally on the provision of health, welfare and social services, which were often free at the point of delivery or incurred a nominal charge. Today the effectiveness of public sector service organisations is constantly challenged and threatened by factors such as funding cuts, austerity measures, competition from private providers and political changes (e.g. the departure of the UK from the European Union and the shrinking of the state in many countries). With a focus on public sector efficiency and economic gains, the boundaries between public and private operations are becoming increasingly blurred, fuzzy and complex. To maintain economically sustainable services, public providers need to become more strategic, transparent and innovative in their decision-making, funds allocation and expenditure, workforce development and operations management, whilst acting in an ethical and responsible manner to maintain public confidence and trust.

Local Authorities play an important role in the national development of any country as they are the vehicle for basic municipal service delivery. They are the interface of government and its citizenry at the local level meaning that local authorities represent government in action. As such, the same are expected to proffer sustainable services in the right amount and at the right time. Local authorities therefore provide the backbone for a country’s socio-economic development. However, the recent history of the local authority sector suggests that Councils have fallen way behind in terms of delivering on their mandate due a number of factors. The Ministry responsible for Local Government in Zimbabwe notes that the peak year where councils were optimally functional was 1996 and this is the level that has been benchmarked. In the main, it may be noted, that Councils in Zimbabwe rank among the most liquid organisations; their revenues are guaranteed in the Constitution and in some way in the relevant Acts of Parliament. As such, it is within the rights of the public to expect local authorities to offer more than they have done since the turn of the millennium. It may be argued that the set-up of Local Authorities in Zimbabwe is not aligned to the objective of delivering optimal services to communities with the same not responding to the demands of the people as well the operating environment. To significantly alter this negative spiral of performance, it is imperative that Local Authorities deal decisively with issues surrounding organisational culture in order to focus members (councillors and employees), policies and processes towards the achievement of both local and national goals and priorities. This study reviews several literature already proffered on the subject matter in conjunction with primary research with a view to add to the body of knowledge in the area of study.

The extent to which services can contribute to environmental sustainability depends on micro-level (i.e., organizational level) and macro-level (i.e., global-level) considerations. At the micro-level, environmental sustainability requires reducing environmental degradation through actions of individual service organizations. Service organizations can use greenprinting as part of an environmental management system that incorporates best green service practices to design and deliver environmentally sustainable services. Although it is necessary to reengineer services to be more environmentally responsible, it is not sufficient for service industries as a whole to be environmentally sustainable. When services are considered from a global (macro-level) perspective, growth in world population increases the demand for natural resources, including those used by service organizations. Thus, without macro-level changes, reengineering of services to be environmentally friendly will be insufficient to eliminate environmental degradation. Reversing environmental degradation requires fundamental changes in how societies define the well-being of their members as well as the relationship between society members and the natural environment. These changes must be shared by the world’s societies, and must impact the business models of both manufacturers and service organizations. Reducing environmental degradation is an important issue in services, but their contribution to slowing and reversing environmental degradation cannot by accomplished piecemeal. Instead, service organizations, both individually and as a collective, must become environmentally responsible. Enhancing environmental sustainability requires service organizations to develop and implement environmentally responsible service processes that become standard practices worldwide. The purpose of this chapter is to examine how both micro- and macro-level factors influence the extent to which services can become environmentally sustainable.

Workforce reform has led to Nurse Practitioners (NP) and Physiotherapy Practitioners (PP) employed in Emergency Departments (ED) to see patients alongside doctors. This qualitative study gathered consumer opinions and preferences regarding NPs, PPs, and doctors, and the attributes desired of them. Twenty-two members of the organization's Consumer Representative Program participated in one of three focus groups which were audio-recorded and transcribed verbatim. Data were subsequently collected using an emergent-systematic design that enabled ideas to be explored and refined in sequential focus groups. Data analysis, utilizing the principles of thematic analysis, identified four themes. First, consumers understand and accept that reform is necessary to improve care, better utilize available resources and create sustainable services. Second, although consumers accept the rationale for employing NPs and PPs, preferences vary regarding who they want as their primary clinician. Some consumers do not mind who provides care as long as they receive the care they need; others believe doctors provide superior care and preferred a doctor; a third group indicated that not everyone who presents to an ED needs to see a doctor and specialized care would be provided by NPs and PPs for certain conditions. Some consumers expressed incomplete or inaccurate understanding of ED staff roles, responsibilities, and skillsets, which influenced their care preferences. Third, consumers identified a core set of desirable staff attributes that apply to everyone irrespective of professional demarcation; all staff should embody these attributes, though the expression of the attributes will vary according to circumstances and the staff member's scope of practice. Fourth, consumers expect effective governance over ED services so that all staff, irrespective of their profession provides safe and effective care. In conclusion, these results can be used by health-care administrators and clinicians to inform workforce reform in EDs, helping to ensure that consumers' opinions and preferences are acknowledged and appropriately addressed.

The alarming state of safe water deprivation among the residents of rural communities in Nigeria is well recognized. Unfortunately, research that shows the policy gaps in the water supply sector of the country and measures to eliminate them in order to improve water supply sustainability in the country is lacking. This paper investigates the landscape of water service provision to rural communities in Nigeria using investigative and qualitative approaches due to the desire to explore the experience and opinions of previous workers/agencies in the region. Primary and secondary data were used in the study. Findings characterized the rural water supply landscape in the region. The community-based service providers are constrained by several policy gaps that negatively impact on the quality and sustainability of rural water supply in the country. Rural water interventions suffer from a high rate of failures due largely to weak institutional framework in the water supply sector. The paper recommends that for rural water supply sustainability to be improved in Nigeria all the stakeholders must work together to prioritize and address the policy gaps constraining service delivery simultaneously in the region. Working on one factor alone may not result in sustainable services.

Purpose The purpose of this paper is to identify research themes in service operations that have great potential for exciting and innovative conceptual and empirical work. To frame these research themes, the paper provides a systematic literature review of operations articles published in the Journal of Service Management (JOSM). The thorough review of published work in JOSM and proposed research themes are presented in hopes that they will inspire impactful research on service operations. These themes are further developed in a companion paper, “Service operations: what’s next?” (Field et al., 2018). Design/methodology/approach The JOSM Service Operations Expert Research Panel conducted a Delphi study to generate research themes where leading-edge research on service operations is being done or has yet to be done. Nearly 700 articles published in JOSM from its inception through 2016 were reviewed and classified by discipline focus. The subset of service operations articles was then further categorized according to the eight identified research themes plus an additional category that primarily represented traditional manufacturing approaches applied in service settings. Findings From the Delphi study, the following key themes emerged: service supply networks, evaluating and measuring service operations performance, understanding customer and employee behavior in service operations, managing servitization, managing knowledge-based service contexts, managing participation roles and responsibilities in service operations, addressing society’s challenges through service operations, and the operational implications of the sharing economy. Based on the literature review, approximately 20 percent of the published work in JOSM is operations focused, with earlier articles predominantly applying traditional manufacturing approaches in service settings. However, the percentage of these traditional types of articles has been steadily decreasing, suggesting a trend toward dedicated research frameworks and themes that are unique to the design and management of services operations. Originality/value The paper presents key research themes for advancing conceptual and empirical research on service operations. Additionally, a review of the past and current landscape of operations articles published in JOSM offers an understanding of the scholarly conversation so far and sets a foundation from which to build future research.

Cloud computing services such as file storage and big data analytics offer cost-effective, secure, flexible, and sustainable services to their users. Despite their benefits, the adoption of many cloud services is still limited, and many organizations are hesitant to adopt cloud technologies for several reasons. Researchers have used innovation adoption theories to explore the factors influencing users’ decisions toward accepting and using a new information system. This study presents a systematic review of the factors influencing organizational decisions concerning the acceptance of cloud-based technologies using the technology-organization-environment (TOE) framework. We analyze, integrate, and classify these factors and show that much of the literature has emphasized the technical aspects of technology adoption, such as cloud security. We further show factors like top management support, relative advantage, cloud complexity, and competitive pressure are the most critical factors affecting organizational attitude toward cloud technology adoption.

Objective: To describe Aboriginal community members' perspectives on the outcomes and origins of resilience among Aboriginal children. Methods: Face-to-face interviews were conducted with 36 Aboriginal adults (15 health service professionals, 8 youth workers and 13 community members) at two urban and one regional Aboriginal Community Controlled Health Service in New South Wales. Interviews were transcribed and analysed thematically. Results: We identified six themes: withstanding risk (displaying normative development, possessing inner fortitude); adapting to adversity (necessary endurance, masking inner vulnerabilities); positive social influences (secure family environments, role modelling healthy behaviours and relationships); instilling cultural identity (investing in Aboriginal knowledge, building a strong cultural self-concept); community safeguards (offering strategic sustainable services, holistic support, shared responsibility, providing enriching opportunities); and personal empowerment (awareness of positive pathways, developing self-respect, fostering positive decision making). Conclusions: Community members believed that resilient Aboriginal children possessed knowledge and self-belief that encouraged positive decision making despite challenging circumstances. A strong sense of cultural identity and safe, stable and supportive family environments were thought to promote resilient behaviours. Implications for public health: Many Aboriginal children continue to face significant adversity. More sustainable, Aboriginal-led programs are needed to augment positive family dynamics, identify at-risk children and provide safeguards during periods of familial adversity.

The provision of water supply, sanitation and hygiene services has emerged as a top priority in the development agenda in Latin American and the Caribbean. In light of the investments envisaged to reach the targets set by the Sustainable Development Goals (SDGs), Information Systems (IS) will play a key role in improving decision-making. In this context, this article introduces a country-led and global IS, which is increasingly implemented in a number of countries across Latin America and the Caribbean as a policy instrument to support national and local decision-making: the Rural Water Supply and Sanitation Information System (SIASAR). It includes a comprehensive framework for data collection, data analysis and data dissemination that simultaneously fulfils different stakeholders’ needs. This article analyses these three key monitoring issues from the viewpoint of stakeholders’ involvement. Results indicate that SIASAR represents a suitable monitoring framework to analyse sustainable services and the level of service delivered. Additionally, it is highlighted the advantages of adopting a continued participatory approach in system development, namely i) the stimulation of experience exchange and knowledge sharing among recipient counties, ii) the promotion of learning-by-doing, and iii) an increase of regional understanding, collaboration and comparison.

It is vital that subjects such as the circular economy, sustainable design, green computing or environmental engineering be included in the engineering curriculum. Education for sustainable development will enable engineers to develop sustainable products and provide sustainable services, thereby leading to a beneficial result for society and making an indispensable contribution to the Sustainable Development Goals achievement. As the last stage for students in academia, Degree Theses (Bachelor&rsquo, s and Master&rsquo, s) provide a good tool for reviewing the sustainability competencies developed during the degree, as well as being an opportunity for applying these competencies in a holistic way. In their Degree Theses, students should be able to demonstrate that they are aware of the need to introduce and assess sustainability in their future engineering projects. This paper presents a guide aimed at helping engineering students to design and develop sustainable projects, and analyzes the first results of its use in two schools of the Universitat Polit&egrave, cnica de Catalunya&mdash, BarcelonaTech. The proposal is based on a tool referred to as &ldquo, the Sustainability Matrix&rdquo, in which cells contain questions that engineering students should take into account when undertaking their Degree Theses. The questions are related to the project development, the project exploitation and the possible risks involved, three aspects in accordance with the sustainability dimensions (economic, environmental and social). The Sustainability Matrix helps students to develop sustainable projects when they graduate, and teachers to assess how sustainability is incorporated across the curriculum in the subjects they teach and in the students&rsquo, Degree Theses.

This research discusses the condition of information technology at KOMINFO (DISKOMINFO) Bantul governance. This study aims to discover where has KOMINFO applied information technology governance properly. This research focuses only on IT processes. Only the AI3 IT process discussed how to generate and maintain the IT infrastructure. AI4 IT process discussed how to enable and use the IT infrastructure, and the last is the DS4 IT process that discussed how to ensure sustainable services. A questionnaire, an interview with employees of KOMINFO Bantul, and documentation were utilized to collect data. Data processing results were used to determine the maturity level of information technology governance at KOMINFO Bantul. After knowing the maturity level of the IT processes, then it was analyzed to measure the alignment between the TKTI current condition with the TKTI condition equipped with the COBIT framework.

Responding to the substantial finance gap for achieving Sustainable Development Goals 6.1 and 6.2, the water and sanitation sector has mobilized to launch new blended finance vehicles with increasing frequency. The sustainability and scale-up of financial solutions is intended to support increased access to unserved, marginalized populations. However, without addressing foundational issues in the sector, any finance mechanism, whether public, private or blended, will be a short-term, band-aid solution and the sector will continue the cycle of dependency on external assistance. This paper presents the results of a collaborative effort of Water.org, the IRC water, sanitation and hygiene sector (WASH), and the World Bank Water Global Practice. Drawing from the latest research on effective public financial management and based on evidence from the countries where these organizations work, the paper demonstrates that sustainable success in mobilising finance on a large scale is dependent on a reasonable level of performance across 10 foundational areas. The paper presents evidence on the 10 foundational areas and discusses why other aspects of finance and governance, while necessary, are not sufficient. Better coordination amongst all development partners and governments, including a collective commitment to and prioritization of working on these foundational issues, is a necessary first step.

Environmental impacts of traffic are of major concern throughout many European metropolitan areas. Air pollution causes 400 000 deaths per year, making it first environmental cause of premature death in Europe. Among the main sources of air pollution in Europe, there are road traffic, domestic heating, and industrial combustion. The TRAFAIR project brings together 9 partners from two European countries (Italy and Spain) to develop innovative and sustainable services combining air quality, weather conditions, and traffic flows data to produce new information for the benefit of citizens and government decision-makers. The project is started in November 2018 and lasts two years. It is motivated by the huge amount of deaths caused by the air pollution. Nowadays, the situation is particularly critical in some member states of Europe. In February 2017, the European Commission warned five countries, among which Spain and Italy, of continued air pollution breaches. In this context, public administrations and citizens suffer from the lack of comprehensive and fast tools to estimate the level of pollution on an urban scale resulting from varying traffic flow conditions that would allow optimizing control strategies and increase air quality awareness. The goals of the project are twofold: monitoring urban air quality by using sensors in 6 European cities and making urban air quality predictions thanks to simulation models. The project is co-financed by the European Commission under the CEF TELECOM call on Open Data.

The transition to Open Science needs a cultural change across universities, research communities and funders in addition to new tools and infrastructure. Research managers have a high potential for enabling cultural change towards Open Science through their pivotal role within universities. With our poster, we want to shed light on the ways in which research managers can act as advocates for Open Science in order to support cultural change not only among researchers, but also in terms of organizational change and governance. Furthermore, we would like to outline how research managers should be trained accordingly and how they best fulfill their role in complement to experts e.g. from the library or IT-services. The objective should be to join forces and support each other. For our poster, we refer to our experiences in the advocacy of open science practices at the Research and Innovation Services at Leibniz University Hannover (LUH). As appropriate training is a prerequisite for the support of Open Science practices, research managers at LUH together with their colleagues from the library have already attended trainings tailored to their role on the topics of Open Access and research data management. An essential part of the training is the sharing of expert knowledge of each professional group with the other. As current research assessment procedures do not align with Open Science objectives the use of responsible metrics will be added to the training program. There is a need for the further development of trainings and their professionalization as well as for more networking and exchange between librarians and research managers., {"references":["Hauck, Reingis. (2017, June). Research Offices As Vital Factors In The Implementation Of Research Data Management Strategies. Zenodo. http://doi.org/10.5281/zenodo.2845031","Meyer, Anneke. (2019, February). Using RISE for Service Evaluation - Experiences, Findings and Differences. Zenodo. http://doi.org/10.5281/zenodo.2562798","Hauck, Reingis. (2019, April). Responsible Metrics – Verantwortlicher Umgang mit Metriken. Handbuch Qualität in Studium, Lehre und Forschung","Cox, A.; Gadd, E.; Petersohn, S.; Sbaffi, L. (2017): Competencies for Bibliometrics. In: Journal of Librarianship and Information Science. URL: https://doi.org/10.1177/0961000617728111","Judy Ruttenberg and Elizabeth A. Waraksa. \"Why Does Research Data Management Need Radical Collaboration?\" Research Library Issues, no. 296 (2018): 3–5. https://doi.org/10.29242/ rli.296.1."]}

The WASH Sector Development Plan (2011–2025) recognizes the absence of harmonized approaches as the root challenge to scaling up drinking water safety in Bangladesh. UNICEF is supporting the Government of Bangladesh (GoB) through the Department of Public Health Engineering (DPHE) and Policy Support Branch to re-engineer its approach to drinking water safety by integrating policy, systems strengthening & sustainable services delivery at national and sub-national levels. Some of the key contributions to the sector include the implementation of the UNICEF-DPHE Arsenic Safe Union model with the declaration of 106 Arsenic Safe Villages, reduction in arsenic contamination rates of new tubewells, a system for preventing elite capture of water points, and the adoption of the ASU model in a $240 million arsenic mitigation drinking water project using domestic resources. Relatedly, a Policy Support Branch has been established, the sector coordination mechanisms revised, WASH bottleneck analysis is ongoing & the National Implementation Plan on Arsenic has been reviewed: Next steps include the professionalisation of drilling by local drillers through a partnership with KTH, Sweden, the GoB and UNICEF.

Groundwater is widely acknowledged to be an important source of drinking water in low-income regions, and it, therefore, plays a critical role in the realization of the human right to water. However, the proportion of households using groundwater compared with other sources is rarely quantified, with national and global datasets more focused on facilities&mdash, rather than resources&mdash, used. This is a significant gap in knowledge, particularly in light of efforts to expand water services in line with the inclusive and integrated agenda of the Sustainable Development Goals. Understanding the prevalence of groundwater reliance for drinking is critical for those involved in water services planning and management, so they can better monitor and advocate for management of water resources that supports sustainable services for households. This paper contributes data that can be used to strengthen the integration of resource considerations within water service delivery and inform the work of development partners supporting this area. We approach this issue from two perspectives. Firstly, we collate data on the proportion of households using groundwater as their primary drinking water source for 10 Southeast Asian and Pacific nations, finding an average of 62% (range of 17&ndash, 93% for individual countries) of households in urban areas and 60% (range of 22&ndash, 95%) of households in rural areas rely on groundwater for drinking. Together, these constitute 79% of the total population across the case study countries. Secondly, we review current and emerging groundwater resource concerns within each country, using a systems thinking approach to assess how groundwater resource issues influence household water services. Findings support the case for governments and development agencies to strengthen engagement with groundwater resource management as foundational for achieving sustainable water services for all.

Background Violence in the home is recognised as a significant problem, with around 29.5 % of children subjected to violence in the home at some point in the United Kingdom (Radford et al., 2013). Children in custodial environments are a particularly vulnerable group in society (McAra & McVie, 2010), with 51 % of the children in Secure Training Centres subjected to violence in the home (Paterson-Young, 2018). Objective The purpose of this paper is to explore how children subjected to violence in the home cope with violence and experiences with restraint in Secure Training Centres. Participants and setting The research was conducted with children and staff in a Secure Training Centre that accommodates boys aged between 12 and 18 years-old in England. Methods Thematic analysis was used to analyse secondary data, originally collected by the author, from semi-structured interviews with children (N = 15) and staff (N = 15) in Secure Training Centres. It led to the identification of four themes: ‘Struggling to cope with abuse’, ‘Substance use as a coping mechanism’, ‘Disjointed service delivery’ and ‘Mirroring violence in the home through normalised restraint’. Results The findings illustrate that children in custodial environments who have experienced violence in the home are subjected to violent behaviour management techniques in custody, mirroring their experiences in the home. This normalised violence inhibits the development of positive coping mechanisms, relationships, and attitudes towards violence. Conclusions Enhancing our understanding of ‘what works’ in supporting children subjected to violence allows for the development of effective and sustainable services founded on collaboration, violence reduction, and trauma-informed practices.

Eco-design is focused on incorporating environmental criteria early in the design process to reduce the environmental impacts of new products. However, while services now represent the largest share of the world’s economy, the incorporation of environmental sustainability in the design of new services is very limited. This research proposes the ECO-Service Design (ECO-SD) method that integrates eco-design and service design to conceptualize new environmentally sustainable services. The ECO-SD method bridges environmental criteria from eco-design with the human-centred approach of service design, to foster the environmental sustainability of new services, while offering a desirable user experience. To this end, this method encompasses four stages: service exploration, to understand the service context and how users interact with it; service visualization, to visually identify the barriers to environmental performance and user experience during service provision; service ideation, to conceptualize a new service that overcomes the identified barriers; and service assessment, to understand the changes in environmental sustainability and user experience of the newly designed service. The application of the ECO-SD method to two individual shared transport services shows how it enables integrated identification of opportunities to overcome environmental and user experience barriers in the existing services.

Public administrations are organizations whose mission is to serve the interests of society by providing efficient and sustainable services. Much of the information received from public administrations uses social media due to their versatility and capacity to reach a large number of citizens. Among them, Twitter is the most widely used, especially to disseminate messages with a high social content. This type of messages falls within the discipline of social marketing. However, when public administrations use Twitter for social marketing communication, it is not known which factors are the most decisive to achieve the social objective for which they are issued. This article provides an answer to this question, using the Analytic Network Process Multicriteria method to determine which factors matter and how they are interrelated when issuing social marketing messages through Twitter. The result of this research reveals that from the 22 factors analyzed, the most influential from a social marketing point of view are the average age of population, the existence of a strategic communication plan, the number of tweets and the average number of tweets per day, the number of followers, retweets and mentions, as well as the efficiency of the account.

In arid hot dry areas, of southern Tunisia, the intense agricultural development of more than 200,000 tons/year relies on the exploitation of groundwater resources. The scarcity of freshwaters intensifies the abstraction from deep high mineralized groundwater resources to maintain the eco-social security of the local population. However, the emerging impacts of the used water quality elicit the public concern for the likely effects on the sustainability of the agro-systems regarding the climate conditions and the farming practices. Thus, this paper attempts to examine the evolution of irrigation water quality and its relative impacts on the fragile balance between ecosystem healthy functioning and sustainable services and the anthropogenic activities namely farm households and irrigation techniques. The outcome of this review indicates that the amplitude of the progressive land degradation is amplified by the inefficient water management. These cumulative impacts induce incurable effects leading to the progressive fertility loss of agricultural lands (about 1.25 ha/yr). The used agro-ecological indicators show that the basin irrigation technique, water distribution management and individual farming practices lead to increasing loss of productivity gain. In these agro-based areas, emergency institutional and political rehabilitation efforts are required to reorganize farm systems and to limit the unintended impacts for securing sustainable eco-environmental services.

The socioeconomic sphere and the relationships in which commitment occurs are important elements in the development of sustainable services. The study reported in this article identifies the elements that influence the development of the relationship between service providers and their customers and proposes a model that describes the state of the relationship between service providers and customers in terms of symmetrical commitment of both parties. Qualitative research including interviews with experts and case studies was completed, resulting in a ‘ladder of commitment’ model that identifies distinct commitment levels and specific commitment factors functioning at each of those levels. In practice, the proposed model makes it possible to assess the state of customer and provider commitment, identifying commitment deficits on the part of the customer or service provider. This article can provide practical added value for managers who are looking for ways to analyze customer commitment in order to develop sustainable services.

Background The adoption of telemedicine into mainstream health services has been slower than expected. Many telemedicine projects tend not to progress beyond the trial phase; there are a large number of pilot or project publications and fewer ‘service’ publications. This issue has been noted since 1999 and continues to be acknowledged in the literature. While overall telemedicine uptake has been slow, some services have been successful. The reporting and evaluation of these successful services may help to improve future uptake and sustainability. The aim of this literature review was to identify peer-reviewed publications of deployed telemedicine services in hospital facilities; and to report, and appraise, the methodology used to evaluate these services. Methods Computerised literature searches of bibliographic databases were performed using the MeSH terms for “Telemedicine” and “Hospital Services” or “Hospital”, for papers published up to May 2016. Results A total of 164 papers were identified, representing 137 telemedicine services. The majority of reported telemedicine services were based in the United States of America (n = 61, 44.5%). Almost two thirds of the services (n = 86, 62.7%) were delivered by real time telemedicine. Of the reviewed studies, almost half (n = 81, 49.3%) assessed their services from three different evaluation perspectives: clinical outcomes, economics and satisfaction. While the remaining half (n = 83, 50.6%) described their service and its activities without reporting any evaluation measures. Only 30 (18.2%) studies indicated a two-step implementation and evaluation process. There was limited information in all reported studies regarding description of a structured planning strategy. Conclusion Our systematic review identified only 137 telemedicine services. This suggests either telemedicine service implementation is still not a part of mainstream clinical services, or it is not being reported in the peer-reviewed literature. The depth and the quality of information were variable across studies, reducing the generalisability. The reporting of service implementation and planning strategies should be encouraged. Given the fast paced technology driven environment of telemedicine, this may enable others to learn and understand how to implement sustainable services. The key component of planning was underreported in these studies. Studies applying and reporting more rigorous methodology would contribute greatly to the evidence for telemedicine.

The time of corporate social responsibility as a marketing communication activity is over. More and more companies build their businesses on sustainable products and services. A major reason for this lies in consumers’ need for conscious consumption. This paper investigates sustainable service quality from a customer perspective as well as its impact on satisfaction and co-creation intention. Based on psychological theories explaining pro-environmental behaviour and existing conceptualisations of service quality, a conceptual model explaining customers’ perceived quality of sustainable services is developed. The model proposes – additionally to the standard cognitive and emotional dimensions – a normative dimension, and is tested in two mixed method case studies from a car sharing and a recycling service context. Qualitative data supports that customers perceive sustainable services quality as three dimensional: a cognitive, emotional and normative dimension. Quantitative data confirms the positive impact of the three dimensional concept on both, customer satisfaction and co-creation intention. In sum, this paper shows that consumers want to use and buy services that support their moral values regarding a conscious consumption, that cause a positive emotional experience, but also have no functional disadvantages compared to nonsustainable service options.

This study draws on dual-processing theory and post-materialism assumptions to uncover the role of attitudinal and materialistic values in determining the degree to which consumers are willing to pay premium prices for sustainable tourism services. Findings from a large-scale survey of Swedish potential ecotourists reveal that, while attitude and environmental beliefs relate positively to willingness to pay premium (WTPP) for ecotourism, materialistic values exert a negative effect. In line with the theory of affect heuristics, study results further suggest that by giving rise to the intensity of feelings toward the offering, ecotourism interest alters the interplay of affective and evaluative antecedents, so that greater interest amplifies the influence of affective attitude and materialistic values on WTPP while simultaneously attenuating the effect of environmental beliefs.

Aim To describe the perspectives of health professionals and communities on an innovative health service delivery project, Hearing EAr health and Language Services (HEALS). HEALS was a government funded initiative to improve access to specialist ear, nose and throat and speech pathology services for Aboriginal families living in metropolitan areas. Methods Semi-structured interviews were conducted with 21 health-care professionals (clinicians, health service managers and Aboriginal health workers) and 16 care givers of children who participated in HEALS. Interviews took place at four Aboriginal Community Controlled Health Services in metropolitan Australia or by telephone. Interview transcripts were analysed thematically. Results We identified five major themes: leveraging partnerships (building on collaborative research, integrating and expanding existing networks, engaging the Aboriginal community), intrinsic and extrinsic motivation (seizing opportunities for altruism, empowered by collegiality, taking pride in achievements), removing common barriers (circumventing waiting times and cost, providing culturally appropriate services, raising awareness), strategic service delivery (proactive service delivery, encouraging flexibility and innovation, offering convenience and support), and service shortfall (pressured timeframes, desire for more sustainable services). Conclusion HEALS facilitated improved health-care access by providing prompt, no-cost services that were strategically targeted to address multiple barriers. HEALS’ model of care was built upon strong pre-existing research partnerships, the knowledge and support of five Aboriginal Community Controlled Health Services, and the willingness and motivation of local health-care professionals to help Close the Gap. HEALS highlights the importance of tailoring health services to the needs of Aboriginal families, and provides a framework for other health service delivery initiatives.

Purpose Throughout history various social movements have galvanized the masses to actualize a more inclusive and humane world. It is through libraries and archives that the authors can revisit those moments in time to better understand the past and hopefully build a better future. Issues of sustainability within libraries and archives collecting traditional materials from important historical events still create somewhat of a challenge, but with advancements of technologies and workflows, the authors are now better equipped to manage and preserve those items. The paper aims to discuss these issues. Design/methodology/approach However, in terms of the historical importance of the content from recent protests against police violence, the question arises of how does one create sustainable processes on materials that are captured on temporal technologies or how does an institution create trust where protesters and activists will freely place their content in a digital archive? Findings Washington University in St Louis Libraries’ project Documenting Ferguson, is attempting to tackle some of those challenging questions and working through the implications of a non-traditional social movement’s impact on archival collection building and future research, teaching, and learning. Both authors served on the steering committee as employees of Washington University Libraries upon project inception. Originality/value Rapid response collecting with the intent to preserve and make accessible relevant born digital content for future generations and to develop unlikely relationships with neighboring community to ensure history is documented from multiple view points.

Purpose The purpose of this paper is to explore distinctive yet simple strategies for sustainability in academic libraries focussing on structured communication templates for stakeholders, pre-planned daily programming, and regularized, self-sustaining staff development. Design/methodology/approach Case study of unique strategies implemented at Nanyang Technological University Libraries. Findings Each of the three strategies has been successfully launched though they are at various stages of maturity. The first two strategies (structured communication templates and daily programming) have been implemented quite recently, whereas the staff development programme has been running for some time. Findings indicate that sustainability in all of these cases is directly linked to good planning which either minimizes daily, weekly or monthly work, and/or helps to clarify goals and focus action. Practical implications These strategies are feasible, transferable, malleable, and impactful such that other academic libraries with varying staffing structures can adopt and adjust them to their local needs. Originality/value Implementing simple sustainable services and strategies can have real impact and can provide alternatives to large-scale projects that may be too resource intensive for many to undertake on a regular basis.

Strategic asset management (AM) of urban water infrastructures faces the challenge of dealing with expensive and long-lasting assets of a very diverse nature and wide-ranging useful lives and costs. Typically, utility managers inherit an infrastructure with assets in assorted conditions and stages in their lifecycle. They are expected to manage their value in order to ensure adequate service, and make sure that what they pass on to their successors is capable of continuing to do so. Long-term vision is needed, and sound transition paths must be sought in order to ensure that urban water services are sustainable, without jeopardizing the quality of the service provided during the transition. Focusing on the transition to more sustainable services, the TRUST project revisited the concept of sustainability, explored pressures and drivers, and developed and tested a roadmapping methodology to cope with the implementation of disruptive solutions. Leading-edge analysis and assessment methods and tools were developed, multiple technologies were tested, scientific and guidance publications were produced. All of this can be explored and absorbed into a coherent management process. This paper describes the TRUST approach for infrastructure AM, addressing strategic, tactical and operational planning, supported by professional-grade software.

The banking sector often plays a crucial role in the improvement of infrastructure and economy of any country. In many emerging economies, it is apparent that a wide variety of social and political issues are related to the associated supply chain sustainability of financial service firms. Although such sustainability and its implementation issues have largely been addressed in existing research literature and in practice for many years, the attention towards socio-political sustainability aspects has been quite limited. Thus, this study attempted to explore the determinants for improving socio-political sustainability in financial service firms. Through adopting the fuzzy Delphi method (FDM), performing an exhaustive literature review, and conducting semi-structured interviews with the decision-makers of the service firms, nine key barriers for socio-political sustainability were first identified in this study. Then, the influence relationships of the key barriers were assessed by 15 experts. During the assessment process, the interrelationships and their dependence powers among key barriers were analyzed using the interpretive structural modelling (ISM) approach and cross-impact matrix multiplication applied to classification (MICMAC) methods. The assessment results show that among the studied barriers, &ldquo, antisocial considerations&rdquo, &ldquo, unstable political climate&rdquo, and &ldquo, lack of political coherence&rdquo, are the decisive barriers that affect the socio-political sustainability in the supply chain of financial service firms. The knowledge in understanding and reducing these decisive barriers can provide service sector practitioners, especially those with limited resources, the enhanced capability to conduct better planning and designing of effective and continuous improvement programs, so as to win over new consumers and retain existing clients by offering sustainable services.

Considering the human-centered design, this paper shows a modified-integrated approach of how to quantify the impact of perceived Kano's attractive services on perceived emotional satisfaction (Kansei), followed by the formulation of innovative ideas for sustainable services using TRIZ (known as Theory of Inventive Problem Solving). The Kano's attractive service attribute is deemed to be a significant emotional booster (known as Kansei). Kansei Engineering (KE) is used to highlight the level of customer emotional satisfaction due to perceived service offerings. For the past seven years, there has been a rapid concern in Kansei Engineering (KE) in services. However, previous research of KE has mainly focused on the improvement and analysis of general service domains. There is little attention to sustainable services. Hence, this study provides a modified KE-based approach and aims to understand and satisfy customer emotional needs (Kansei) considering the social, environmental and economic performance. An empirical study in an international airport lounge and lobby services was conducted to confirm the applicability of the proposed model. Purposive sampling through in-depth-interview and face-to-face questionnaires which involved 100 valid subjects was used. Theoretically, these studies show the importance of Kansei's role in sustainable service development, highlighting more innovative and breakthrough solutions with less contradiction and “true-meaning” of Kansei. Practically, it provides a guideline for service designer and manager in identifying which attractive-based service attributes need to be prioritized considering Kansei satisfaction.

Quality of service is a major supporter in building public trust in the quality of services in the field of education. As users of services in the field of education, student satisfaction needs to be a priority and attention in providing service. This paper aims to analyze student perceptions of service quality and analyze the effect of service quality gaps on the expectations of students of the MM-UTY Program, with a case study in the Master of Management Study Program of the Universitas Teknologi Yogyakarta (Prodi MM-UTY). The concept used as the analysis was service quality, with data collection methods carried out through observation, questionnaires, and interviews. The analytical method used to test the research instrument was factor analysis to test the construct validity and reliability. The results of this study indicate the perception of student satisfaction with the quality of services conducted by the Prodi MM-UTY. Likewise, the average Gap score is positive so that the quality of service at this time is sufficient to meet the expectations and desires of students, which in general need to be maintained. However, partially, there are still some services in Prodi MM-UTY experiencing gaps so that it is necessary to improve the quality of sustainable services.

Mobility has changed its face a lot in recent years. Today, mobility planning represents a major challenge for cities, especially when it comes to developing innovative and sustainable services and measures. The topic of mobility is enjoying great popularity in research. Numerous projects and initiatives are attempting to support cities in taking a step towards sustainable urban mobility. But it is important to understand the problems and challenges that mobility planners are faced with when shaping sustainable mobility. Only in this way future support activities can be tailored even more to the requirements and specific needs of mobility planners. The paper presents 15 challenges that cities and mobility planners face when developing mobility solutions. The challenges were identified in working together with different cities in the frame of the CIVITAS SUITS (CIVITAS SUITS is a R&D project funded by the European Union in the frame of the Horizon2020 program. The aim of the project is to increase the capacity of small-to-medium cities to plan and implement sustainable mobility. Further information on: www.suits-project.eu) project. Subsequently the challenges were validated with experts from the mobility sector.