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Many periodic review inventory studies make the simplifying assumption that orders do not crossover, that is, that they are delivered in the same sequence as they were issued. In many real-life situations, however, long international shipping routes result with frequent crossovers. Accordingly, we investigate a periodic review inventory system with backlogged compound Poisson demand in which order may crossover. We develop an exact formula for the window fill rate, i.e. the probability for customers to receive service within their tolerable wait. Evaluating the window fill rate using the exact formula is very time consuming and therefore an efficient approximation formula that assumes that orders do not crossover is considered. Lead times of actual global supply lines demonstrate that this approximation results in considerable overstocking when customers' tolerable wait is high, or understocking when the tolerable wait is low. Replacing the actual lead times distribution with the effective lead times distribution improves the approximation formula's accuracy considerably. This result allows us to show how the window fill rate depends on the model parameters and make practical observations about the trade-off between the tolerable wait and stock levels needed to maintain a required level of window fill rate. [ABSTRACT FROM AUTHOR]

O2O (Online to Offline) services enable customers to place orders online and receive products/services offline. In addition to traditional in-house drivers, the emergence of crowd-sourced drivers provides an opportunity to re-organise offline delivery services. In practice, three types of workforce, namely, in-house, full-time, and part-time crowd-sourced drivers, coexist in the system while exhibiting different characteristics. This situation creates challenges for the management of order assignment and routing. In particular, we study three settings in response to different driver preferences: the guaranteed minimum daily number of orders for full-time drivers; the maximally allowed number of orders per trip; and the detour proportion for part-time drivers. This paper aims to provide a method for O2O platforms to optimise order assignment and routing, considering these designs about driver preferences. We further validate our model and study managerial insights using real datasets. Specifically, the results show that among all designed parameters for the O2O on-demand delivery system, two parameters – the maximally allowed number of orders per trip and the detour proportion – are critical for the design. Moreover, we find that incentive mechanisms for inexperienced and experienced drivers are different because of their service capacities. The managerial insights are expected to guide practitioners. [ABSTRACT FROM AUTHOR]

In this article, a conceptual model for service quality of eSports events was proposed including four dimensions: competition quality refers to the perceived quality of the actual game itself; physical environment quality dimension stands for the physical surroundings where the service is produced and delivered; event execution quality measures the intangible items in the peripheral service, which can be directly designed or managed by the event organizer; and interaction quality measures the interaction among spectators, such as crowd experience or social factor. The validity of each dimension in other service industries and its suitability in the eSports context are both taken into consideration. At the current stage, the model is conceptualized from existing literature, thus demanding further qualitative and quantitative study. [ABSTRACT FROM AUTHOR]

The increased competitive pressure forces companies to cease distinguishing products and services, and to provide customers with highly individualised solutions. To meet this requirement, it has been proposed the concept of product–service system (PSS) that is not simply an extension of physical products by delivering non-physical services to customers, but a systematic combination of products and services. However, most current studies do not consider the multi-disciplinary integration relating to the PSS design process, during which the collaboration within the product and service design teams should be achieved. Otherwise, the large number of iterative design activities resulting from poor multi-disciplinary collaboration may lead to long development lead-times and high development cost. To achieve the multi-disciplinary integration during the PSS design process, the authors propose an integrated design method using an improved interface modelling approach that provides a structural form to represent the information transfer between product and service components. The proposed PSS design method enables the product and service design teams to decrease the iterative design activities and improve their collaboration so that a more integrated design process can be accomplished. To demonstrate its effectiveness, the design method is applied to a design case of an industrial PSS. [ABSTRACT FROM AUTHOR]

Introduction: The need to replace human interaction in financial sectors with robotic process automation (RPA) has led to advanced services that have boosted productivity in financial sectors. RPA has systematically improved the output quality of financial services with high efficiency, service effectiveness, human resource engagements, advanced personnel management supports66t, employee loyalty, and customer satisfaction. Objectives: The study aims to lay out systematic measures for potential customers to selfevaluate financial sectors before engaging in their services. Also, aims to understand how Fintech uses AI and RPA to advance the amalgamation of traditional financing into a digitized system with modern services. Problem: Fintech with the help of RPA has led to social interactions through advanced transformative financial services that have pushed potential customers into limbo. Method and Material: The study developed three pre-train deep learning techniques of digital evaluators called robotic process automation indicators. Bank satisfactory score survey was sample to validate and determine the study statistical data. Bank satisfactory score (BSAT) and bank effort score (BES) were used to examine banking services. Each robotic process automation indicator (RPAI) helps to evaluate five (5) financial service transformations identified by the study. Results: Based on the Bank satisfactory score survey validation statistics, the bank satisfaction score (BSAT) and bank effort score (BES) a score of 2.2 and 2.2 respectively was recorded which indicates that the said bank is very affordable for customers. Conclusion: The study concluded that Fintech is the best part of cognitive robotic process automation of intelligent systems empowered by cognitive computing technology that assists financial sectors and customers using best practice services. [ABSTRACT FROM AUTHOR]

Copyright of Environmental & Social Management Journal / Revista de Gestão Social e Ambiental is the property of Environmental & Social Management Journal and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Knowledge management activities as well as knowledge sharing practices enhance the performance of the organization by achieving its mission. Therefore, this article aims to analyze and recognize the aspects that promote and inhibit KM and knowledge sharing within organizations. This study conducts a systematic literature review and selects 57 research articles from 2000 to 2020, which includes both qualitative and quantitative studies that discuss the concept of KM and knowledge sharing. Selected 57 articles are collected from the databases like Science Direct, Emerald, Springer, Wiley Online Library, and other digital libraries. The analysis found that an individual's characteristics, personal attitude, the organization's culture, trust, and so on are factors that promote KM and knowledge sharing within organizations. The study found that several factors hinder knowledge management as well as knowledge sharing within the organization that includes quality of communication; unable to understand the level of knowledge employee has; lack of trust; behavior change; lack of time; unstructured organizational design; employee attitude; heavy workloads, limited resources, diverse work agendas, technological change, old age. The findings of the current research suggests knowledge sharing as well as exchange, knowledge dissemination and utilization, and knowledge acquisition are some of the best practices that can be implemented within organizations to improve knowledge management. This study helps educationists, research practitioners, academicians, and industry-related authorities to recognize the factors or antecedents that hinder the process of knowledge management across cultures, countries, and industries. [ABSTRACT FROM AUTHOR]

This document summarizes a study on the impact of electronic banking services on customer satisfaction in Iraqi banks. The study found that electronic banking services have a positive effect on customer satisfaction, particularly in terms of reliability, responsiveness, and safety. The document also provides recommendations for Iraqi banks to improve customer satisfaction and enhance the quality of electronic banking services. Overall, the study suggests that electronic banking services play a crucial role in enhancing customer satisfaction in the banking sector. [Extracted from the article]

Multi-modal emotion recognition refers to the process of identifying human emotions using information from multiple sources, such as facial expressions, voice intonation, EEG signals etc. Ultimately, emotion recognition is poised to play a pivotal role in healthcare, education, customer service etc. As we progress, it is imperative to address privacy concerns associated with this technology in a responsible manner. Challenges in multi-modal emotion recognition include aligning data from different modalities in time, dealing with noisy or incomplete information. In this paper, we aim to address this issue by employing the SVM as our machine learning classifier. Here we use IEMOCAP for speech and video and DEAP dataset for EEG signals. After applying SVM we got 76.22 % accuracy for IEMOCAP and 68.89 % accuracy for DEAP dataset. [ABSTRACT FROM AUTHOR]

Despite the increasing pressure to reduce working capital across many industries, many multinationals still optimize their inventory in the end-to-end supply chain in siloes. This leaves room for improving costs, customer service and working capital. This article explains the concept of multi-echelon inventory optimization and how to successfully implement it in your organization, along with best practices and lessons learned from a real life MEIO implementation in the CPG industry. [ABSTRACT FROM AUTHOR]

This paper addresses the dynamics of a two-product closed-loop supply chain with realistic assumptions on production capacity constraints. The closed-loop supply chain is also subject to unpredictable disruptions, which lead to the non-stationarity of customer demand. The factory employs a production control policy to decide the product type to be processed. We propose a novel production control policy, named the Adaptive Hedging Corridor Policy, which makes decisions on production capacity based on the demand evolution. The proposed strategy is compared with well-known production control policies widely used in literature, such as DDMRP. Simulation results demonstrate the benefits of implementing an adaptive production control as it enables the closed-loop supply chain to enhance customer service level and bullwhip effect. Additionally, a sensitivity analysis is provided to assess the influence of experimental factors on the performance. The analysis highlights the significance of return flows and manufacturing operations for the closed-loop supply chain. [ABSTRACT FROM AUTHOR]

Rail transport is currently facing a number of problems. The European Union wants to shift as much freight as possible from road to rail and this is one of the key objectives of the Green Deal. This objective also requires rail carriers to improve their service quality in order to retain existing customers and attract new customers currently using road transport. However, there are a number of factors that are making the railways less competitive. One of these is the closure of the main lines. These lines are crucial to the successful organisation of transport. The article looks at the train costs incurred by carriers when main lines cannot be used for various reasons (line reconstruction, lack of capacity, etc.). The article compares the cost of a train running on a main line with two alternative lines. It examines and describes in detail the efficiency and economic impact of using the alternative routes in the event of an emergency on the main line, and also identifies the advantages and disadvantages of the secondary routes. The paper provides an insight into the usability of secondary routes when an alternative route is required. [ABSTRACT FROM AUTHOR]

The purpose of the study was to identify and typify the main qualitativeenvironmental aspects of the success of foundry enterprises facing economic changes. The research method developed was based on methodological triangulation. This procedure influenced the credibility of the collected data by including a significant number of sources and reducing the measurement error. The study used: surveying, face-to-face interviews, multiple case studies and content analysis. The survey made it possible to categorize the attributes of success (quality, sustainability, resources, flexibility, environment, management strategy customer relations). Assuming that the frequency of occurrence of an attribute indicates the level of its effectiveness, the following were considered the main determinants: training/courses, supervision and control, reliability and durability of products and compliance with standards and requirements, waste management and waste disposal, core and reserve capital, and customer service. [ABSTRACT FROM AUTHOR]

The ongoing growth of e‐commerce deliveries has led to a significant increase in last‐mile delivery volumes. New technologies are being investigated to provide these deliveries efficiently and in a customer‐friendly manner. A common practice is to use fixed parcel lockers (FPLs) to make deliveries independent from the presence of the customer as is the case in attended home deliveries (AHDs). FPLs are usually installed at key locations in cities, and customers can collect their package at any time once it has been delivered to this particular location. Mobile parcel lockers (MPLs) represent a new idea: they can be parked for temporary collection of items at different locations, keeping the pickup distance to the customer short and avoiding high infrastructure costs. However, customers need to collect their parcels within a restricted time window. This service is supposed to become especially efficient through autonomously operating vehicles that can move MPLs at low costs. In this article, we introduce the heterogeneous locker location problem to study the effects of fleets combining two of the services—FPLs, MPLs, AHDs—within one framework. In our comparison, we consider that customers may have different expectations regarding their maximum pickup distance as well as their temporal flexibility in accepting deliveries. A fixed fleet is applied to maximize the number of customers served, respecting individual customer preferences in terms of pickup distances and time windows. We evaluate the different delivery services regarding managerial insights on service quality and efficiency. In the experiments, we analyze the impact of structural demand differences and different fleet sizes, as well as the operational fleet utilization and the individual customer experience. Results show the potential to increase the number of customers served by about 14%–19% through the use of MPLs while considering individual customer preferences. [ABSTRACT FROM AUTHOR]

The purpose of this study is to determine the effect of marketing mix and service quality on customer satisfaction and its impact on electricity repurchase decisions, a case study on electricity companies in Indonesia. This research uses power electricity product categories and customer service provided by electricity companies. The population of this study is electricity customers spread throughout the territory of Indonesia using questionnaires of 250 respondents. This study used a multiplier regression analysis technique with SPSS Statistical Version 25 statistical processing. Research results, First, electricity customer satisfaction is significantly influenced by price, distribution channels, promotions, and service quality; Second, customer satisfaction has a positive and significant effect on the decision to repurchase electricity, Third, simultaneously product, price, distribution channel, promotion, and service quality have a significant effect on customer satisfaction and repurchase decisions, Fourth, customer satisfaction can mediate the influence of price, distribution channels, promotions, and service quality on repurchase decisions, But it is unable to mediate the influence of the product. The results of this study enrich the empirical literature on Marketing Mix theory, Service Quality, Customer Satisfaction, and Purchasing Decisions. Electricity companies can implement a marketing mix and service quality to improve customer satisfaction and electricity repurchase decisions. The originality of this study on mediating customer satisfaction on the effect of marketing mix and service quality on electricity repurchase decisions, no previous study has examined its effect on electricity companies in Indonesia. [ABSTRACT FROM AUTHOR]

Sitting at his office, Mr Gangwani was anxiously flipping through the reports scattered on the desk. The continuously growing customer complaints and substandard service delivery ratings were not only disturbing him but affecting the company's business also, at large. Despite several measures such as organizational restructuring, conduction of employees' motivation and training sessions, implementation of a state-of-the-art enterprise resource planning (ERP) solution taken by him to streamline organizational processes, etc., the bank's customers were not satisfied with the service delivery and overall experience. This case presents the deteriorating customer service experience situation at Wealthworth Bank Limited (WBL) and put forward a framework (HEART parameters) as a possible solution to enhance customers' service experience. It also questions the interoperability of the 'HEART' approach across WBL's various foreign centres. [ABSTRACT FROM AUTHOR]

The extant literature on service failure focuses mainly on how to recover from such incidents. However, companies can act before a service failure occurs to mitigate its negative effects. Building on signaling theory, we adopt a mixed‐method approach based on five studies using different types of analyses (textual and content analysis, and multivariate analysis) to investigate the effect of signaling frontline employee inexperience on customer responses to service failure due to an error committed by an employee. Five studies provide evidence that highlighting inexperience—either informally (through a conversation) or formally (through an in‐training badge)—can act as a signal that prompts customers to be more forgiving toward frontline employees, and such consumer forgiveness then serves as an underlying mechanism to explain repatronage intention. This research also tests and explores the boundary conditions for the effectiveness of the inexperience signal. Our findings have various implications for professionals showing how useful it can be to signal the inexperience of a frontline employee who makes an error that leads to a service failure to be given a second chance, and how certain precautions should be taken to avoid the pitfalls of such a signaling strategy. [ABSTRACT FROM AUTHOR]

Purpose: To be able to continuously provide affordable services to consumers, managers of critical infrastructure (CI) maintenance supply networks have to balance investments in resilience with costs. At the same time, CI providers need to consider factors that influence resilience such as the geographical spread or the location of the network. This study aims to contextualize supply chain resilience knowledge by exploring how maintenance resource configurations impact resilience and costs in CI supply networks. Design/methodology/approach: An in-depth longitudinal single case study of a representative CI provider that has centralized its maintenance supply network is used. Data were collected before and after the change to evaluate the effect of the changes on the maintenance supply network. Findings: This study shows that in this specific CI maintenance context, structural resource choices such as the quantity or location of spare parts and tools, the creation and exploitation of tacit knowledge and staff motivation impact both resilience and costs due to geographical spread, network location and other network properties. Originality/value: This study extends general supply chain resilience knowledge to a new setting (i.e. CI) and shows how existing insights apply in this context. More specifically, it is shown that even in engineered supply networks there is a need to consider the effect of human agency on resilience as the creation and exploitation of tacit knowledge are of immense importance in managing the network. In addition, the relationship between normal accidents theory and high reliability theory (HRT) is revisited as findings indicate that HRT is also important after a disruption has taken place. [ABSTRACT FROM AUTHOR]

This document is a list of references for a research paper on employee well-being and its impact on voice behavior and customer service performance. The references cover various topics related to employee well-being, including job satisfaction, organizational support, work engagement, and psychological antecedents of voice behavior. The sources cited are from reputable journals and publications in the fields of psychology, management, marketing, and hospitality. The references provide a comprehensive range of perspectives and research findings on the relationship between employee well-being and organizational outcomes. [Extracted from the article]

Commuter trains are a popular mode of transportation among lowincome earners in Ghana. However, due to the economic turmoil of the 1970s, the government struggled to invest in and manage this travel option effectively. With the increasing trend towards mass commuter services worldwide, this study aimed to examine how commuters perceive the quality of railway services in Ghana, using the Accra-Nsawam corridor as a case study. The study involved an on-board survey of 430 passengers using questionnaires. The results showed that factors such as speed, punctuality, safety, comfort, and improved customer care were significant predictors of commuters' preference for commuter services. However, variables such as advanced technology and ticketing systems were found to be less important. The study recommends expanding rail services to other parts of the country while simultaneously improving technology [ABSTRACT FROM AUTHOR]

Copyright of Revista Foco (Interdisciplinary Studies Journal) is the property of Revista Foco and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

This article deals with the queuing-inventory system, composed of c junior servers, a senior server, two finite waiting halls, and an infinite orbit. On occasion, junior servers encounter challenges during customer service. In these instances, they approach the senior server for guidance in resolving the issue. Suppose the senior server is engaged with another junior server. The approaching junior servers await their turn in a finite waiting area with a capacity of c for consultation. Concerning this, we study the performance of junior servers approaching the senior server in the retrial queuing-inventory model with the two finite waiting halls dedicated to the primary customers and the junior servers for consultation. We formulate a level-dependent QBD process and solve its steady-state probability vector using Neuts and Rao's truncation method. The stability condition of the system is derived and the R matrix is computed. The optimum total cost has been obtained, and the sensitivity analyses, which include the expected total cost, the waiting time of customers in the waiting hall and orbit, the number of busy servers, and a fraction of the successful retrial rate of the model, are computed numerically. [ABSTRACT FROM AUTHOR]

With the deepening of China's aging process, changes in the age structure of the population affect the industrial structure and consumption structure in different ways and have a knock-on effect on the whole economic system. Therefore, aging is one of the objective factors affecting future carbon emissions in China. This study analyzes the impact mechanism of aging-related consumption trend on carbon emission efficiency (CEE) based on panel data of 30 Chinese provinces from 2000 to 2019. The results show that the aging-related consumption trend is conducive to the improvement of regional CEE, and the mediation transmission mechanism of industrial structure adjustment is obvious, with a coefficient of 0.1496. The core industry closely linked to the demand for aging-related consumption is consumer services. The promotion of the consumption demand of the aging in the eastern region on the CEE and the transmission stimulation of the industrial structure adjustment are the most obvious. The mediation effect in the central and western regions is relatively weak, and the aging-related consumption demand has not formed a positive interaction with the aging industry. Therefore, improving the market construction of products and services for the aging is beneficial to achieve a virtuous cycle of aging-related consumption upgrading and carbon emission efficiency. This research can provide insights for China to promote industrial structure transformation within the aging trend and also help China meet its carbon neutrality target on schedule. [ABSTRACT FROM AUTHOR]

This research aims to analyze the competitive advantage strategy management implemented by the Basmalah store. Competitive advantage is the key to maintaining and increasing market share in the competitive retail industry. The research method used was a qualitative approach by conducting in-depth interviews with the owner and manager of the Basmalah shop as well as direct observation at the shop location. The research results show that the Basmalah store has implemented several competitive advantage strategies, including product differentiation, improving customer service, and operational efficiency. By maintaining a stock of unique, high-quality products, Basmalah stores are successful in attracting customers looking for specialty items. Apart from that, improving customer service through friendly and informative service is also an important factor in maintaining customer loyalty. Operational efficiency is also considered crucial in maintaining competitive advantage. Through effective inventory management strategies and the use of technology to monitor store performance, Basmalah can reduce operational costs and increase efficiency. However, this research also identified several challenges faced by Basmalah stores, including price competition from competitors, and fluctuations in market demand. Therefore, it is recommended that Basmalah stores continue to monitor industry trends, innovate competitive advantage strategies, and maintain focus on customer satisfaction. [ABSTRACT FROM AUTHOR]

Banks asfinancial institutions that rely on customer trust are obliged to continually improve service quality in order to maintain their role. In carrying out its business activities, banks have three main functions, including accepting money deposits, lending money, and providing money transfer services. One way to find out the condition of a company can be done by analyzing the annual financial reports made by the company. Financial reports are prepared with the aim of providing an overview of periodic progress reports carried out by the management of the company concerned. This research aims to find out the influence of equity, assets and liabilities on share prices with profitability as an intervening variable at PT Bank Syariah Indonesia in 2020-2022 . Sampling is a part of an overall population that is carefully selected to be representative of that population. The sampling technique used in this research is a time series . The purposive sampling method is the selection ofsamples that meet certain criteria determined by the researcher. The analysis used uses path analysis using SPSS V22 software. From the results of the data tests in this research, it is clear that equity has an effect on profitability. Assets have no effect on profitability. Liabilities affect profitability. Equity influences share prices. Assets have no effect on share prices. Liabilities affect share prices. Profitability influences share prices. The conclusion of the final hypothesis states that profitability has not been able to partially mediate the influence between equity, assets and liabilities on share prices. [ABSTRACT FROM AUTHOR]

The goal of this study is to analyze the experiences of customers who used the food ordering app (FOA) in Ho Chi Minh City (HCMC) using a systematic review technique. By focusing on customers in HCMC, the study offered valuable localized insights, which could prove instrumental in improving app features, optimizing user interface, and tailoring marketing strategies for better user engagement. Subsequently, this study delivered an exhaustive explanation of the practical application of decision science, focusing on its relevance to the usage pattern of FOAs by customers on their handheld devices. Based on a systematic review, this study demonstrates that brand trust, service quality, hedonic motivation, price value, performance expectancy, and online reviews all have a positive influence on customer satisfaction and their intention to reuse the FOA. The scholars and management in the food industry of HCMC have the opportunity to use the results of this research as a blueprint for enhancing and reorganizing their customer service practices. They may strive to enhance the overall quality of service by improving the food ordering applications and integrating them with the identified criteria. The management of restaurants or food companies that use an app to deliver services to customers should update their apps to offer excellent services. As a result, it is anticipated that this will have a positive effect on customer satisfaction and enhance the likelihood of customers returning to utilize the service again. [ABSTRACT FROM AUTHOR]

In this paper, we propose a design to detect and prevent IP spoofing-based distributed denial of service (DDoS) attacks on software-defined networks (SDNs). DDoS attacks are still one of the significant problems for internet service providers (ISPs) and individual users. These attacks can disrupt customer services by targeting the availability of the system, and in some cases, they can completely shut down the target infrastructure. Protecting the system against DDoS attacks is therefore crucial for ensuring the reliability and availability of internet services. To address this problem, we propose a lightweight source address validation (LSAV) framework that leverages the flexibility of SDN architecture in ISP networks and employs a lightweight filtering mechanism that considers the cost of operation to maintain high performance. Our setup for the proposed mechanism reflects client–server communication through an ISP SDN, and we use the entry points to eliminate malicious user requests targeting the systems. We then propose a novel algorithm on top of this setup to introduce a new and more efficient approach to existing mitigation methodologies. In addition to filtering the traffic against IP spoofing-based DDoS attacks, LSAV also prioritizes low resource consumption and high performance in terms of delay and bandwidth. With this approach, we believe that ISPs can effectively defend against IP spoofing-based DDoS attacks while still preserving low resource consumption for the infrastructure and high-quality internet services for their customers. [ABSTRACT FROM AUTHOR]

With the development and wide application of hybrid network computing modes like cloud computing, edge computing and fog computing, the customer service requests and the collaborative optimization of various computing resources face huge challenges. Considering the characteristics of network environment resources, the optimized deployment of service resources is a feasible solution. So, in this paper, the optimal goals for deploying service resources are customer experience and service cost. The focus is on the system impact of deploying services on load, fault tolerance, service cost, and quality of service (QoS). Therefore, the alternate node filtering algorithm (ANF) and the adjustment factor of cost matrix are proposed in this paper to enhance the system service performance without changing the minimum total service cost, and corresponding theoretical proof has been provided. In addition, for improving the fault tolerance of system, the alternate node preference factor and algorithm (ANP) are presented, which can effectively reduce the probability of data copy loss, based on which an improved cost-efficient replica deployment strategy named ICERD is given. Finally, by simulating the random occurrence of cloud node failures in the experiments and comparing the ICERD strategy with representative strategies, it has been validated that the ICERD strategy proposed in this paper not only effectively reduces customer access latency, meets customers' QoS requests, and improves system service quality, but also maintains the load balancing of the entire system, reduces service cost, enhances system fault tolerance, which further confirm the effectiveness and reliability of the ICERD strategy. [ABSTRACT FROM AUTHOR]

In several transportation systems, vehicles can choose where to meet customers rather than stopping in fixed locations. This added flexibility, however, requires coordination between vehicles and customers that adds complexity to routing operations. This paper develops scalable algorithms to optimize these operations. First, we solve the one-stop subproblem in the ℓ 1 space and the ℓ 2 space by leveraging the geometric structure of operations. Second, to solve a multistop problem, we embed the single-stop optimization into a tailored coordinate descent scheme, which we prove converges to a global optimum. Third, we develop a new algorithm for dial-a-ride problems based on a subpath-based time–space network optimization combining set partitioning and time–space principles. Finally, we propose an online routing algorithm to support real-world ride-sharing operations with vehicle–customer coordination. Computational results show that our algorithm outperforms state-of-the-art benchmarks, yielding far superior solutions in shorter computational times and can support real-time operations in very large-scale systems. From a practical standpoint, most of the benefits of vehicle–customer coordination stem from comprehensively reoptimizing "upstream" operations as opposed to merely adjusting "downstream" stopping locations. Ultimately, vehicle–customer coordination provides win–win–win outcomes: higher profits, better customer service, and smaller environmental footprint. This paper was accepted by Chung Piaw Teo, optimization. Funding: This research was supported by the National Natural Science Foundation of China [Grants 72288101, 52221005 and 52220105001]. Supplemental Material: The e-companion and data are available at https://doi.org/10.1287/mnsc.2023.4739. [ABSTRACT FROM AUTHOR]

The potential of blockchain technology (BCT) to modify and innovates established business structures and frameworks has received widespread attention. Academia and businesses are becoming increasingly curious about how this technology could be used to improve and refine consumer services and operations. Despite the growing popularity of blockchain research in consumer services, there remains a dearth of detailed summaries in the literature. Hence, this bibliometric analysis, combined with a systematic literature review (SLR) using SPAR‐4‐SLR protocol with the theories, characteristics, contexts, and methods framework (A hybrid review), aims to convey qualitative and quantitative knowledge on the ever‐evolving subject of blockchain application in consumer services in an organized manner. Specifically, this article analyses: (1) the current publication trends in studies devoted to blockchain‐based applications for consumers, (2) the most important publications and themes of research in this field, (3) the evolution of blockchain in consumer service over the years, and the most current trends in this field, (4) the advantages and challenges of incorporating BCT into consumer services, (5) gaps in the existing literature that future researchers should investigate. In addition, this review also describes the widely used theories, characteristics, and methods in the application of blockchain in consumer service research by examining the most applied theories, methods, constructs, and study contexts and paving the way for new research directions. The review includes 417 documents after searching for scholarly publications in two databases (Web of Science and Scopus) and choosing documents based on their relevance to the stated goals. [ABSTRACT FROM AUTHOR]

Copyright of Environmental & Social Management Journal / Revista de Gestão Social e Ambiental is the property of Environmental & Social Management Journal and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Search Engine Optimization Specialist is one of the important factors that can help digital agencies improve services to all their customers. This research aims to develop a decisionmaking system in the recruitment process of Search Engine Optimization Specialists by applying the Preference Selection Index method. The Search Engine Optimization Specialist recruitment decision-making system in this study uses 5 (five) criteria, namely educational background, ability to use SEO tools, work experience as a Search Engine Optimization Specialist, digital marketing skills, and age. The research sample data collection technique related to the recruitment of Search Engine Optimization Specialists used in this research is Literature Study. After the author succeeds in collecting research sample data, at the next stage the author analyzes the application of the Preference Selection Index method in the recruitment of Search Engine Optimization Specialists. The results of this study show that alternative A02 (0.855641604) has the highest value and gets the first ranking position. Meanwhile, the alternatives that get the second to fifth ranking positions are A05 (0,834620739), A03 (0,741086734), A04 (0,716537597), and A01 (0,708920064). So that the most recommended alternative based on the calculation of the Preference Selection Index on the recruitment of Search Engine Optimization Specialists in this study is alternative A02 (0,855641604). [ABSTRACT FROM AUTHOR]

We investigate how AI introduction affects public entities at the micro-level, hence the roles, competences and tasks of the agents involved. In doing so, we rely on the organizational design theory and we focus on a specific AI solution (chatbot) implemented within a defined microstructure, the customer service department. Using data collected through six exploratory case studies, we show how the creation of an AI team becomes a novel form of organizing that solves the universal problems of organizing. Results confirm that AI implementation is a complex organizational challenge and suggest that artificial agents act similarly to human ones. [ABSTRACT FROM AUTHOR]

Copyright of Tourism Review is the property of Emerald Publishing Limited and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

The use of artificial intelligence‐based devices, such as smart speakers, is rising in frontline services, as such devices can perform several tasks for customers. However, little is known about customer responses to interactions with smart speakers that occur during service encounters. This research encompasses three studies intended to enhance our currently scarce knowledge of how customers respond to interactions with smart speakers during service encounters. Focusing on the hospitality industry, the first study shows that smart speakers improve evaluations of the hotels that use them in terms of customer ratings and positive affects. The second study demonstrates that automated social presence and psychological ownership feelings are key mechanisms that explain the development of valuable customer responses. The third study, which uses virtual reality, suggests that better actual behaviors are exhibited by people who appreciate the incorporation of smart speakers into services. Thus, the findings indicate that smart speakers improve service experiences, especially if used to carry out hedonic tasks usually performed by employees. [ABSTRACT FROM AUTHOR]

The current article pinpoints technical service error as a pillar of administrative responsibility for artificial intelligence (AI) operations. To achieve the research objectives, the descriptive and analytical approach is appropriated and adapted. The technical service error, being one of the pillars of administrative responsibility for artificial intelligence work, necessitates pointing out that the service error has degrees of seriousness. The administrative judiciary distinguishes between serious and non-serious errors, depending on the nature of administrative activities and services, especially after the digital transformation of numerous services provided by the government carried out through artificial intelligence technology. The awareness about the legal system for service errors in the field of administrative responsibility resulting from the use of artificial intelligence techniques is attained through identifying the errors committed by the administration during the exercise of its physical and legal work, considering that service errors play a major role in establishing administrative responsibility, especially with the technical development witnessed by public facilities. [ABSTRACT FROM AUTHOR]

Copyright of Revista Foco (Interdisciplinary Studies Journal) is the property of Revista Foco and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Objective –This study investigates the role of customer service support (CSS) in co-creating brand value and enhancing corporate performance in the fintech industry. The research focuses on analyzing the impact of CSS on the customer journey from registration to first deposit. Methodology – The study utilizes historical data analysis and A/B testing. Client data from a leading fintech company is analyzed to compare conversion rates between those who used CSS versus those who did not. An A/B test is then conducted using a specialized support team targeting clients who haven’t made a deposit and had less than 2 chats with CSS. Findings –Clients who used CSS before depositing had 5 times higher conversion rates. The A/B test found a 3.1 percentage point (9.3% relative) increase in conversion from using targeted support. Novelty –This study provides new empirical evidence on the impact of CSS as a brand value co-creator in fintech, with a novel methodology to enhance corporate performance. [ABSTRACT FROM AUTHOR]

The carpooling service, which is the sharing of journeys heading in similar directions, is expected to be more efficient. In this article, we study the impact of providing a carpooling service on customer waiting time and driver utilization in an on-demand service platform. We build an M / G / N queueing model to approximate the dynamics of the on-demand service platform that provides two services: a standard service and a carpooling service. We find that two factors influence the efficiency of the carpooling service: the source of customers who use the carpooling service, and the length of a normalized detour. If the carpooling service attracts customers who have not used this on-demand service before, i.e., the market size increases, then both the customer waiting time and driver utilization increase when more customers use the carpooling service. If the carpooling service primarily attracts customers who already use the standard on-demand service before, i.e., customers switch from the standard service to the carpooling service, then the impact of the carpooling service depends on the normalized detour. It is possible that customer waiting time and driver utilization first increase and then decrease as customers switch from the standard service to the carpooling service. [ABSTRACT FROM AUTHOR]

Compared to other sectors, the restaurant industry has a high reliance on human resources through active interactions with customers. Therefore, it is important to identify job satisfaction among employees and satisfy their needs at work in order to provide high customer service. Until now, surveys have been the traditional method for measuring employees' job satisfaction. Recently, numerous studies have analyzed employee job satisfaction based on extensive data collected directly from job portal websites. Therefore, it is necessary to verify whether the results of job satisfaction among employees derived from such methods have similar implications. This study compared the results of job satisfaction analysis using (1) 11,446 big data provided by former & current employees of the restaurant industry from a job portal website based on the two-factor theory and (2) A survey was conducted among 400 former & current employees. We found that only in big data, advancement opportunities & possibilities, and the compensation system significantly and positively (+) affected job satisfaction. In addition, current employees are more satisfied with advancement opportunities & possibilities than former employees only in big data. Thus, the big data and survey data analysis results differ. This can be attributed to the functionality and benefits of job portals. Therefore, it is necessary to consider the portal site's functions, beneficial features, and online environment characteristics before using big data in the field of human resources. Plain Language Summary: Big Data Analysis and Small Data Analysis Purpose: This study based on the two-Factor Theory, this study aims to explore determinants affecting job satisfaction of former and current employees within the restaurant industry by using two analytical. Methods: (1) Big data analysis through the collection of a large amount of corporate data from Job Planet, a Korean job portal site (2) Survey data analysis through the collection of questionnaires with relatively small data. The above results derived from two different methodologies are compared and analyzed to see if their implications are compatible to one another. Conclusions: This study utilized both survey and review data analyses to explore factors affecting job satisfaction among former and current employees in the restaurant industry based on the two-Factor Theory. The results of such analytical methods were compared to detect any differences between them. Implications: The results of analyzing survey and review data were similar in many aspects with minor differences. This suggests that either survey method or big data analysis can be meaningfully used in different contexts. For example, in situations where it is challenging to collect data from a specific group of audience who have low access to Internet, researchers may choose to use survey methods to collect information directly from the participants. Limitations: This study only used ratings on reviews that belong to quantitative information. However, job portal sites provide not only ratings on job satisfaction but also text reviews which are qualitative. We suggest future studies to understand job satisfaction of employees using qualitative reviews and various other information as well. [ABSTRACT FROM AUTHOR]

Information transparency plays a vital role for developing capital markets. Using data of A-share listed companies from 2007 to 2020, this study examined the impact of customer concentration on corporate information transparency from a supply chain perspective. It suggests that a significant negative correlation exists between customer concentration and information transparency. Customer concentration affects the quality of corporate information disclosures. Through the mechanism test, the impact of customer concentration on corporate information transparency is based on the risk effect rather than the substitution effect of private information on public information. Research on regulatory effects points out that a poor internal information environment aggravates the negative relationship between customer concentration and information transparency. However, media supervision and a higher marketization process alleviate the adverse effects of customer concentration on information transparency. This study indicates that firms with a higher customer concentration have a higher risk of information disclosure, which provides a reference point for investors for making investment-related decisions and for the capital market supervision department for formulating information disclosure policies. [ABSTRACT FROM AUTHOR]

Based on the current situation in the Republic of Kosovo, it can be said that it is a society that is mainly dependent on consumption leading to importing products and services. The market as a whole is quite complex and highly heterogeneous, therefore the objective of the study is to identify consumer diversity. To understand the needs of the consumers, through research and scientific methods, it is aimed to define and divide consumers into their structure, typology and homogenization. In the study, surver method was used and the participants were composed of 410 randomly selected consumers. The obtained data were analyzed via descriptive ststistics. The results have reveale that consumers are one of the key elements of the market and are part of the factor and the marketing dimensions. Marketing is so essential that an organization cannot imagine their business without them, and is the starting point of any business, this is how consumers see it. Customer service is important since in any organization or company, customer or assisted directly, which is considered as external customer or internal customer, therefore applying marketing methods and concepts, their motivation must be understood for the purchase decision, or non-purchase of products and services. [ABSTRACT FROM AUTHOR]

In view of the fact that the prediction effect of influential financial customer churn in the Internet of Things environment is difficult to achieve the expectation, at the smart contract level of the blockchain, a customer churn prediction framework based on situational awareness and integrating customer attributes, the impact of project hotspots on customer interests, and customer satisfaction with the project has been built. This framework introduces the background factors in the financial customer environment, and further discusses the relationship between customers, the background of customers and the characteristics of pre-lost customers. The improved Singular Value Decomposition (SVD) algorithm and the time decay function are used to optimize the search and analysis of the characteristics of pre-lost customers, and the key index combination is screened to obtain the data of potential lost customers. The framework will change with time according to the customer's interest, adding the time factor to the customer churn prediction, and improving the dimensionality reduction and prediction generalization ability in feature selection. Logistic regression, naive Bayes and decision tree are used to establish a prediction model in the experiment, and it is compared with the financial customer churn prediction framework under situational awareness. The prediction results of the framework are evaluated from four aspects: accuracy, accuracy, recall rate and F-measure. The experimental results show that the context-aware customer churn prediction framework can be effectively applied to predict customer churn trends, so as to obtain potential customer data with high churn probability, and then these data can be transmitted to the company's customer service department in time, so as to improve customer churn rate and customer loyalty through accurate service. [ABSTRACT FROM AUTHOR]

The article explores the relationship between after-sales services and customer patronage in the satellite products and services industry in South-South Nigeria. It discusses the dimensions of after-sales services, including product warranty, installation, and delivery, and their impact on customer satisfaction and loyalty. The study finds that there is a significant relationship between these dimensions and customer patronage. The article recommends that satellite product and service companies improve their after-sales services to attract more customers and increase profitability. The study fills a literature gap on the link between after-sales services and customer patronage in Nigeria. [Extracted from the article]

Purpose: This study explores the politics of ideology in the process of sensegiving and sensemaking at a Japanese retailer in Hong Kong. Studies on power and politics are scarce despite key role of power and politics in understanding the factors behind the conflict between the management's policy legitimization (sensegiving) and employees' policy interpretation (sensemaking). By using the three dimensions proposed in the critical sensemaking approach (discourse, rules and contexts), this paper explores the complex mechanism of power and politics in sensemaking and sensegiving. Design/methodology/approach: Using 15 months of participant observation as a salesperson, this paper discusses how the Japan-centric customer service philosophy (dominant discourse), customer service policies and practices (organizational rules) and asymmetric power structure between the Japanese global headquarters and Hong Kong subsidiaries (formative contexts) are presented and perpetuated through the sensegiving–sensemaking process. Findings: Dominant discourse was observed in the management's sensegiving, which placed the Japanese style of customer service over others. This ethnocentric dominant discourse informed the creation of customer service policies, although the realization of the discourse was determined by the employees' conflicting interpretations of the organizational rules. As a formative context, an asymmetric power structure was present that positioned the Hong Kong subsidiary as subservient to the global headquarters in Japan. This shows that the political process of sensegiving and sensemaking deeply implicates the dominant discourse, organizational rules and power structure as central forces that determine the level of perpetuating ideology. Originality/value: This research illustrates the wider implications of power and politics in sensegiving–sensemaking studies and provides a complex picture of ethnocentric management. [ABSTRACT FROM AUTHOR]

Copyright of Journal of Law & Emerging Technologies (JOLETS) is the property of Journal of Law & Emerging Technologies (JOLETS) and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

With the continuous development of subway networks in various cities and the application of new technologies in subways, passengers have increasingly high requirements for subway services. There is an urgent need to explore how subways can quickly and effectively provide quality services for passengers. Taking Nanjing Subway as an example, this paper first analyzes the behavior of passengers by using relevant travel data, to introduce the concept of smart customer service system, and then describes the design concept of smart customer service system. Through the transformation at three layers, i.e. system layer, application layer and management layer, the station is gradually changed to the "unmanned" operation mode, so that a "one-stop" convenient smart customer service system is created. In this way, the station operation staff and operation cost are reduced. [ABSTRACT FROM AUTHOR]

The article provides a detailed examination of the importance of the Börsenblatt for the German book trade, offering insights into its significance for booksellers. It meticulously explores the daily process involving the Börsenblatt, encompassing quick headline scans to comprehensive scrutiny of advertisements, literary content, and official releases. It emphasizes the publication's pivotal role in daily book trade operations, underscoring its impact on sales and customer service.

With businesses under increasing pressure to provide excellent customer service, postfailure recovery strategies have become critical for long‐term customer satisfaction and loyalty. The domain of service recovery has extensively been examined in academia; however, systematic studies that provide a consolidated overview remains scant. To this end, we provide a systematic review and synthesis of service recovery literature by conducting a bibliometric‐based cocitation analysis of 24,741 cited references from 1020 articles from across disciplines. The study identifies 10 major research clusters that represent different research streams of service recovery and explores their intellectual foundations. In addition, the research presents a conceptual framework to serve as a parsimonious guide for both practitioners and researchers. Furthermore, the study reveals a number of gaps in the existing literature and suggests promising directions for further investigation, including but not limited to: expanding methodological horizons in service recovery research, understanding service recovery mechanisms in Metaverse and synthetic environments, globalizing service recovery research, revitalizing service recovery processes in the age of artificial intelligence and robotics, investigating service recovery as an investment, and exploring service recovery in shared economies. Notably, this study serves managers, firstly, by providing them with a parsimonious structure of service recovery field that could help identify areas of improvement in their own service recovery systems and, secondly, by highlighting areas where academic knowledge base could inform industry solutions. [ABSTRACT FROM AUTHOR]