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Purpose: Despite growing access to e-government services, people must learn how to use them. Previous studies have engrossed mainly on the motivations for using e-government but the reasons why such services may not be used, have not been researched much. Therefore, this study aims at identifying the impediments to e-government services’ adoption in Pakistan. Design/Methodology/Approach: Semi-structured interviews with the Pakistani citizens were conducted to develop an understanding of how individuals appraise e-government and what inhibits its acceptance. Findings: The research identifies eleven main hurdles to e-government’s adoption, the most significant of which are a lack of need for occasional use of government services, a lack of a personal adviser, and a lack of trust. The findings imply that the quality of service is vital in the decision to utilize e-government. In contrast, technical problems such as data security or a lack of usability have little influence. Implications/Originality/Value: The uniqueness of this study lies in the exploration of how people in Pakistan perceive the barriers they face while utilizing e-government services.

Abstract Background Long-term mental health (MH) policies in Finland aimed at investing in community care and promoting reforms have led to a reduction in the number of psychiatric hospital beds. However, most resources are still allocated to hospital and community residential services due to various social, economic and political factors. Despite previous research focussing on the number and cost of these services, no study has evaluated the emerging patterns of use, their technical performance and the relationship with the workforce structure. Objective The purpose of this study was to observe the patterns of use and their technical performance (efficiency) of the main types of care of MH services in the Helsinki-Uusimaa region (Finland), and to analyse the potential relationship between technical performance and the corresponding workforce structure. Methods The sample included acute hospital residential care, non-hospital residential care and outpatient care services. The analysis was conducted using regression analysis, Monte Carlo simulation, fuzzy inference and data envelopment analysis. Results The analysis showed a statistically significant linear relationship between the number of service users and the length of stay, number of beds in non-hospital residential care and number of contacts in outpatient care services. The three service types displayed a similar pattern of technical performance, with high relative technical efficiency on average and a low probability of being efficient. The most efficient acute hospital and outpatient care services integrated multidisciplinary teams, while psychiatrists and nurses characterized non-hospital residential care. Conclusions The results indicated that the number of resources and utilization variables were linearly related to the number of users and that the relative technical efficiency of the services was similar across all types. This suggests homogenous MH management with small variations based on workforce allocation. Therefore, the distribution of workforce capacity should be considered in the development of effective policies and interventions in the southern Finnish MH system.

Background: Long-term mental health (MH) policies in Finland aimed at investing in community care and promoting reforms have led to a reduction in the number of psychiatric hospital beds. However, most resources are still allocated to hospital and community residential services due to various social, economic and political factors. Despite previous research focussing on the number and cost of these services, no study has evaluated the emerging patterns of use, their technical performance and the relationship with the workforce structure. Objective: The purpose of this study was to observe the patterns of use and their technical performance (efficiency) of the main types of care of MH services in the Helsinki-Uusimaa region (Finland), and to analyse the potential relationship between technical performance and the corresponding workforce structure. Methods: The sample included acute hospital residential care, non-hospital residential care and outpatient care services. The analysis was conducted using regression analysis, Monte Carlo simulation, fuzzy inference and data envelopment analysis. Results: The analysis showed a statistically significant linear relationship between the number of service users and the length of stay, number of beds in non-hospital residential care and number of contacts in outpatient care services. The three service types displayed a similar pattern of technical performance, with high relative technical efficiency on average and a low probability of being efficient. The most efficient acute hospital and outpatient care services integrated multidisciplinary teams, while psychiatrists and nurses characterized non-hospital residential care. Conclusions: The results indicated that the number of resources and utilization variables were linearly related to the number of users and that the relative technical efficiency of the services was similar across all types. This suggests homogenous MH management with small variations based on workforce allocation. Therefore, the distribution of workforce capacity should be considered in the development of effective policies and interventions in the southern Finnish MH system. [ABSTRACT FROM AUTHOR]

One of the main strategies in oil industries management is the evaluation of the relationships between the customers and employees. To do so, the interpretive paradigm, the qualitative approach, and the Grounded Theory Approach have been used. As for the qualitative approach, snowball sampling has been used, and the latent content analysis technique has been used to analyze the in-depth reviews, helping to code and identify the employees’ cognitive appraisal indices. Also, as for the quantitative approach, simple random sampling was used, with a structural equation model used for data analysis. The results and findings of the study indicate that the top managers in Iran Petroleum Products Distribution Company, especially those in the Human Resource Development, Commercial, and Research & Technology sections, can use the model extracted in the current study as well as the suggestions provided, to pay more attention to the mental health of the Frontlie Employees (FLEs). They can also use the results to know how the employees deal with the customers’ aggression and abuse. Hence, the current study can be useful for the oil industries researchers. [ABSTRACT FROM AUTHOR]

It’s evident that waiting in a queue is not desirable. Nevertheless, reducing the waiting time will be costly. In order to enhance the efficiency and improve the performance of a system, there are some solutions that result in reductions in the response time and enhancement in user satisfaction. Among all, the simulation approach does not deliver a real optimal solution but provides a description of the events that take place under certain conditions in the system. Through such a model, the decision-maker can investigate system improvements via scenario analysis. This study aims to analyze a system’s behavior through queue modeling, simulation, and statistical analysis. The case under study was a service system i.e. the financial department of Hamedan Power Company. This system was modeled and analyzed via the ED software, version 8.1. Thereby, improving changes were foreseen and statistically analyzed. Findings on the proposed scenario show a significant reduction in the total waiting time of this system. Based on this scenario, it was proposed that three personnel – via a training program – serve all the three customer types (A, B, & C). In this way, the model format changed. Almost 60 seconds of each customer’s time was saved thereby. Hence the workflow can be changed through interventions such as developing some training programs.

Among the service sector firms, knowledge-intensive business services (KIBS) are highly innovative. Traditionally, innovation has looked from a product or process innovation point of view. However, companies may also innovate in terms of their administrative processes and organizational structures, and this is referred to as Organizational Innovation (OI). Organizations have network relationships with their Customers (NC), Suppliers (NS), Select Competitors (NCOM) and Investors (NI). These networks are important sources of knowledge, technology and resources. Furthermore, the Culture for Innovation (CI) and Resources for Innovation (RI) within a firm needs to be considered. The study evaluates the role of NC, NS, NCOM, NI, CI and RI on OI. A cross-sectional survey of middle- to senior-level executives in KIBS firms in India was carried out, and it was found that CI and NI have a positive effect on OI, while NC has a moderately positive effect on OI. A culture for innovation in KIBS firms stimulates innovation. Strategic investors are able to bring knowledge from the outside world and thus play an important role in OI. Similarly, client relationships may foster OI as administrative processes, and organizational structures need to be aligned to the needs of the clients. [ABSTRACT FROM AUTHOR]

The importance of data-driven decisions and support is increasing day by day in every management area. The constant access to volume, variety, and veracity of data has made big data an integral part of management studies. New sub-management areas are emerging day by day with the support of big data to drive businesses. This study takes a systematic literature review approach to uncover the emerging management areas supported by big data in contemporary times. For this, we have analyzed the research papers published in the reputed management journals in the last ten years, fir using network analysis followed by natural language processing summarization techniques to find the emerging new management areas which are yet to get much attention. Furthermore, we ran the same exercise in each of these management areas to uncover these areas better. This research will act as a reference for future information systems (IS) scholars who want to perform analysis that is deep-dive in nature on each of these management areas, which in the coming times will get all the due attention to become dedicated research domains in the management area. We finally conclude the study by identifying the scope of future research in each of these management areas, which will be a true value addition for IS researchers.

The importance of text mining is increasing in services management as the access to big data is increasing across digital platforms enabling such services. This study adopts a systematic literature review on the application of text mining in services management. First, we analyzed the literature on which has used text mining methods like Sentiment Analysis, Topic Modeling, and Natural language Processing (NLP) in reputed business management journals. Further, we applied visualization tools for text mining and the topic association to understand the dominant themes and relationships. The analysis highlighted that social media analysis, market analysis, competitive intelligence are the most dominant themes while other themes like risk management and fake content detection are also explored. Further, based on the analysis, future research agenda in the field of text mining in services management has been indicated.

The computing industry is gradually evolving to cater to the demand for software-as-a-service (SaaS). Two core competencies that have emerged over the past few years are that of the application service providers (ASPs) and the application infrastructure providers (AIPs). The arrangements between them result in system dynamics that is typical in supply chain networks. We examine the performance of an SaaS set up under different coordination strategies between these two players. Our analysis indicates that coordination between the monopoly ASP and the AIP can result in an outcome with the same overall surplus as can be achieved by a central planner. Even though the players have an incentive to deviate, it is possible to create the right incentives so that the economically efficient outcome is also the Nash equilibrium. The results of the analysis have significant implications for the coordination strategies for providers in the burgeoning business model of delivering software services over the Internet. [ABSTRACT FROM AUTHOR]

The increasing importance of information technology (IT) services in the global economy prompts researchers in the field of information systems (IS) to give special attention to the foundations of managerial and technical knowledge in this emerging arena of knowledge. Already we have seen the computer science discipline embrace the challenges of finding new directions in design science toward making services-oriented computing approaches more effective, setting the stage for the development of a new science--service science, management, and engineering (SSME). This paper addresses the issues from the point of view of service science as a fundamental area for IS research. We propose a robust framework for evaluating the research on service science, and the likely outcomes and new directions that we expect to see in the coming decade. We emphasize the multiple roles of producers and consumers of services-oriented technology innovations, as well as value-adding seller intermediaries and systems integrators, and standards organizations, user groups, and regulators as monitors. The analysis is cast in multidisciplinary terms, including computer science and IS, economics and finance, marketing, and operations and supply chain management. Evaluating the accomplishments and opportunities for research related to the SSME perspective through a robust framework enables in-depth assessment in the present, as well as an ongoing evaluation of new knowledge in this area, and the advancement of the related management practice capabilities to improve IT services in organizations. INSETS: Text Box 1. An Example: SaaS, ASPs, and CRM;Text Box 2. The Services-as-Art Perspective on Service Science.... [ABSTRACT FROM AUTHOR]

This article is an introduction to the unique characteristics of services and to their overall management within a dynamic context. The article highlights the economic and social significance of services, the differences between services and goods and the importance of management services.

Purpose: Servitization is a rising trend as companies look for new revenue streams. This paper presents a study of customer care business model evolution in the smartphone industry. The paper identifies key changes in the business models during recent years and their implications for companies seeking after-sales service excellence and new revenue sources. Design/methodology/approach: The research approach is built on the literature of product-service offerings, servitization, and business models. The empirical part is based on a case study of former Nokia mobile phone business, the Apple iPhone, and Google Android. Findings: Three different customer care business models and an analysis of the changes in the smartphone industry are presented. This paper demonstrates how after-sales services have become increasingly important in generating new revenue. Moreover, the nature of after-sales services has fundamentally changed in the industry. Research limitations/implications: Due to the careful selection of the cases that represent the studied industry well, the results provide valuable insights for practitioners and researchers involved in developing after-sales service offerings in the mobile industry. However, a case study research approach may not offer a generalized picture of this phenomenon in other industries. Originality/value: A novel analysis of customer care evolution in the smartphone industry is presented. In addition, the study demonstrates that applying the concept of business models to after-sales services provides new insights into these services and their roles in business. [ABSTRACT FROM AUTHOR]

Research shows waiting time in services is an important source of service evaluation by the customer. In fact, time is one component of the total 'cost' that the customer bears and cost is a core component of the perceived cost-benefit equation that the customer uses to evaluate her or his sustained patronage of a particular service. In most services, customers consider waiting as a waste of time. However, from the customer perspective, in the case of a full-service restaurant, waiting is expected and sometimes desirable also. Prior research, mainly in the west, suggests that when customers think that a wait for service is too long, they become less satisfied with overall service quality. Based on a research setting in a full-scale restaurant in India, this paper seeks answers to two research questions: First, what are the determinants of overall waiting-time satisfaction and second, what is the influence of waiting-time satisfaction on customer loyalty.

The existing services management system has been unable to meet the demands of consumers. To solve this problem, some rules of the services management model were provided, which created a user identity according to the service requirements of consumers, maintained the correspondence between the private user identities and public user identities to prevent public user identity registering to the network, maintained the correspondence between private user identity and services to reject the service request from a specified terminal.

A couple traveled with two young children to Malaysia for a family vacation. The front desk agent voluntarily upgrades the family from a standard room to a family suite. The customer-orientated training of the front desk demonstrated by the employee's consideration impressed the family. Since the upgrade does not require the family to pay more, the front desk employee's action is an indication of effective training and empowerment to satisfy guests. Of course, room upgrades are not the only ways to impress guests. What other options can hotel employees offer?. [ABSTRACT FROM AUTHOR]

This article is an introduction to the unique characteristics of services and to their overall management within a dynamic context. The article highlights the economic and social significance of services, the differences between services and goods and the importance of management services. [ABSTRACT FROM AUTHOR]

The Information Technology Infrastructure Library (ITIL) provides a framework of best practices for managing of the information technology (IT) services. In the framework of this study it is clear that it does not have space in your body for information architecture. One of the goals information architecture to organize information for decision making, how can this be out of context? The proposed positioning of this paper presents evidence that the perception that the concepts of information architecture are present on the needs of IT service management. This proposal will encourage the union of bodies of knowledge thereby facilitating the creation of strategy and design services.

With the rapid development and application of cloud computing, there exist plenty of clouds that are distributed on the open Internet, decentralized in the management, evolving with various services providing diverse functionalities and QoS. Moreover, because of the potential correlativity of cloud services and the dynamic of tenants' requirements, these services in multiple clouds are expected to be effectively managed in an autonomic and transparent way so that tenants can obtain continuous and efficient services. To this end, this paper proposes an approach based on self-organizing multi-agent system to achieving cross-clouds services management, including the service provision at the tenant-end and services aggregation at the cloud-end. In this approach, the clouds services are managed by a series of autonomous agents that are capable of autonomously accessing managed services. They can interact with each other to obtain macro-level services aggregation in terms of self-organization to adapt to the changes of both tenants' requirements and cloud services. The paper details the architecture, mechanisms, and algorithms to implement the aggregation and provision of services in cross-clouds. We also develop relevant cross-clouds services management platform called as CCloudMan, with which several experiments based on the public data sets have been conducted and the experimental results show the efficiency and usability of our proposed approach. Copyright © 2016 John Wiley & Sons, Ltd. [ABSTRACT FROM AUTHOR]

Purpose – The purpose of this paper is to develop a framework investigating patterns of online health communities. In particular, the study draws on coordination theory to identify four community configurations. Their distinct features determine communities’ capacity to internalize and externalize knowledge, which ultimately determines their value creation in a service context. Design/methodology/approach – The authors apply qualitative and quantitative techniques to detect similarities and differences in a sample of 50 online health communities. A categorical principal component analysis combined with cluster analysis reveals four distinct community configurations. Findings – The analysis reveals differences in the degrees of cognitive and affective value creation, the types of community activities, the involved patients, professionals, and other stakeholders; and the levels of data disclosure by community members. Four community configurations emerge: basic information provider, advanced patient knowledge aggregator, systematic networked innovator, and uncomplicated idea sharer. Research limitations/implications – The findings show that communities can be categorized along two knowledge creation dimensions: knowledge externalization and knowledge internalization. While, previous research remained inconclusive regarding the synergistic or conflicting nature of cognitive and affective value creation, the findings demonstrate that cognitive value creation is an enabler for affective value creation. The emerging configurations offer a classification scheme for online communities and a basis for interpreting findings of future services research in the context of online health communities. Originality/value – This research combines coordination theory with healthcare, service, and knowledge creation literature to provide a fine-grained picture of the components of online health communities. Thereby, inherent trade-offs and conflicts that characterize the components of coordination theory are investigated. [ABSTRACT FROM AUTHOR]

This article argues that while the idea of public service-dominant logic (PSDL) has much to offer, there remains room to extend it. First, the article fine-tunes the argument that co-production is unavoidable in services management, by categorizing the different things co-producers provide and analysing their interdependencies. Second, it seeks to account for collectively consumedpublicvalue, which is neglected in PSDL. Third, it recognizes that far from ‘delighting’ customers, many public services entail applying the coercive authority of the state to those with whom they deal. The article proposes a reconceptualization of the notion of ‘client focus’. [ABSTRACT FROM AUTHOR]

The management strategy starts from the inclusion of the National Library of Romania in the current cultural space, analyzing the „status quo” of the collection Communication Service and organizing and planning proposals by presenting realistic and sustainable goals, conditioned by the main coordinators and / or realities of the moment. As an active and dynamic participant in establishing a major cultural policy, the mission of the Collections Communication Service is to provide real information in all fields of knowledge, to communicate it to the user, regardless of psycho-individual particularities, age, sex, disability, training etc. At the same time, it must be a space for research, information, documentation and Recreation, and the librarian must demonstrate, simultaneously, efficiency and effectiveness in providing the highest quality in a very short time. You also need to ensure transparency in the relationship with users, to provide information, to be constantly prepared for informational dynamics, for the great information offer on the „market”, the emergence of new technologies, perishability of information and selection of reliable information. [ABSTRACT FROM AUTHOR]

Purpose – The purpose of this paper is to offer a reflection on the role that meta-analysis can play in theory building for service phenomena. Design/methodology/approach – The paper illustrates the benefits of conducting meta-analysis, presents its basic steps, and then uses an example to illustrate how meta-analytic findings can be used to enrich and develop theory. Findings – Meta-analytic findings allow identifying gaps in current theories, thereby offering the opportunity to develop new research. Theoretical advancement through meta-analysis can imply theory borrowing, mutual theoretical development with other disciplines, intradisciplinary and multidisciplinary theorizing. Practical implications – Experienced researchers might use this essay to better understand how meta-analysis can be used to generate new relevant research. Young researchers and PhD students may benefit from a greater use of meta-analysis to gain a thorough knowledge of their research topic and about the areas that require further exploration. Originality/value – Rather than thinking of meta-analysis mainly as the conclusion of a well-researched domain and a good summary of cites, this essay underlines to the service scholar community how meta-analysis can boost theoretical advancement in services. [ABSTRACT FROM AUTHOR]