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Service Systems and Service Management, 2007 International Conference on

Date 9-11 June 2007

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Displaying Results 1 - 25 of 235
  • Introducing A Calculus for Services Innovation

    Publication Year: 2007 , Page(s): 1 - 7
    Save to Project icon | Request Permissions | Click to expandQuick Abstract | PDF file iconPDF (247 KB) |  | HTML iconHTML  

    Innovation in the services area - especially in the electronic services (e-services) domain -can be systematically developed by first considering the strategic drivers and foci, then the tactical principles and enablers, and finally the operational decision attributes, all of which constitute a process or calculus of services innovation. The developed process or calculus serves to identify the potential white spaces or blue oceans for innovation. In addition to expanding on current innovations in services and related experiences, white spaces are identified for possible future innovations. View full abstract»

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  • Bankruptcy Prediction Using Multiple Intelligent Agent System via a Localized Generalization Error Approach

    Publication Year: 2007 , Page(s): 1 - 6
    Save to Project icon | Request Permissions | Click to expandQuick Abstract | PDF file iconPDF (274 KB) |  | HTML iconHTML  

    Company Bankruptcy costs a loss of billions of dollars to banks each year. Thus bankruptcy prediction is a critical part of a bank's loan approval decision process. Traditional financial models for bankruptcy prediction are no longer adequate for describing today's complex relationship between the financial health and potential bankruptcy of a company. In this work, a multiple classifier system (embedded in a multiple intelligent agent system) is proposed to predict the financial health of a company. In our model, each individual agent (classifier) makes a prediction on the likelihood of bankruptcy based on only partial information of the company. Each of the agents is an expert, having certain part of the knowledge (represented by features) of the company. The decisions of all agents are combined together to form a final bankruptcy prediction. Preliminary experiments show that our model out-performs other existing methods using the benchmarking Compustat American Corporations dataset. View full abstract»

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  • A Review of Stackelberg Differential Game Models in Supply Chain Management

    Publication Year: 2007 , Page(s): 1 - 6
    Save to Project icon | Request Permissions | Click to expandQuick Abstract | PDF file iconPDF (491 KB) |  | HTML iconHTML  

    Over the last two decades, differential game (DG) models have been used extensively to study such issues in dynamic environments as competitive advertising and pricing for new products in the marketing literature, capacity investments in the energy industry, government's subsidy policy in new technology, and monetary and fiscal policies in economics. Recently, a number of papers have applied DGs to treat dynamic interactions between the channel members in decentralized supply chains. This review focuses on these applications. Specifically, we review papers that analyze dynamic retail-wholesale pricing strategies, joint slotting and pricing decisions to launch an innovative durable product, and investment in supply chain infrastructure. We consider Stackelberg equilibria as the solution concept for the games under consideration. We shall begin our review with an introduction to the basics of the Stackelberg DGs. We then summarize the important managerial insights obtained in each of the studies being reviewed. Finally, we point out future research avenues for applications of DGs in supply chain management. View full abstract»

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  • A Framework for Information System Strategic Planning Based on Agility process in E-Business

    Publication Year: 2007 , Page(s): 1 - 4
    Save to Project icon | Request Permissions | Click to expandQuick Abstract | PDF file iconPDF (204 KB) |  | HTML iconHTML  

    Effective information system strategic planning is critical for a modern company to acquire competitive advantages in e-Business. Traditional information system strategic planning method hasn't covered the whole process from information system strategic formulation to implementation. This paper assesses the characteristics of building an information system, and examines the agility problems of modern business processes. The definition of agility processes is given and a framework for information system strategic planning is proposed. View full abstract»

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  • An Analysis of Airline E-commerce Strategies in Ticket Distribution

    Publication Year: 2007 , Page(s): 1 - 5
    Save to Project icon | Request Permissions | Click to expandQuick Abstract | PDF file iconPDF (216 KB) |  | HTML iconHTML  

    Today most of airline's air tickets are sold through traditional travel agencies using computer reservation systems (CRS) around world. Facing fiercer market pressures bought by factors such as the development of low cost carriers and the globalization of civil aviation industry, airlines found that it is critical for them to lower their costs as much as possible so as to make them more competitive. Thus airlines around world began to develop e-commerce models based on internet which could reduce their reliance upon CRS and traditional travel agencies herewith. This paper introduces and analyzes e-commerce models of leading airlines that are effective in reducing air ticket distribution costs. It is suggested that Chinese airlines should take great initiatives in developing e-commerce strategies so as to reduce their reliance upon CRS vendors and traditional travel agencies, as e-commerce models are helpful approaches to enhance airline's distribution efficiency and cost effectiveness. View full abstract»

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  • Analysis on Influence Factors of Knowledge Transfer within R& D Unit under Technological Innovation Perspective

    Publication Year: 2007 , Page(s): 1 - 5
    Cited by:  Papers (1)
    Save to Project icon | Request Permissions | Click to expandQuick Abstract | PDF file iconPDF (221 KB) |  | HTML iconHTML  

    Technological innovation was essentially to create new knowledge. And knowledge transfer was the driving force of new knowledge creation. This paper summed up six important factors influencing knowledge transfer within R&D unit from the perspective of knowledge transfer infrastructure, including tacitness knowledge, transfer willingness, transfer ability, trust, knowledge distance, and absorptive capability. It showed that a certain differences existed under different contexts through data analysis based on 127 survey samples, which could provide implications for technological innovation improvement. View full abstract»

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  • Customer Knowledge Transfer and Service Innovation Performance: A Customer-firm Interaction Perspective

    Publication Year: 2007 , Page(s): 1 - 5
    Cited by:  Papers (1)
    Save to Project icon | Request Permissions | Click to expandQuick Abstract | PDF file iconPDF (232 KB) |  | HTML iconHTML  

    Successful innovation is vital for firm survival in modern service industries. This study empirically investigates the effect of customer's interaction with service production on knowledge transferring, and the consequent effect of knowledge transfer on service innovation performance in service sectors. Following an empirical framework, a survey was developed in seven service sectors and data collected from 122 Chinese service firms. Results indicate strong positive relationships between three dimensions of customer interaction and knowledge transfer. Moreover, two of these three positive links are moderated by service climate. Our study also supports that customer knowledge transfer is positive to service innovation performance. View full abstract»

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  • Market Uncertainty and Entry Mode Choice in Service Sector: A Multidimensional Factor-Matching Model

    Publication Year: 2007 , Page(s): 1 - 7
    Save to Project icon | Request Permissions | Click to expandQuick Abstract | PDF file iconPDF (225 KB) |  | HTML iconHTML  

    Studying the influence of market uncertainty on the strategic decision of entry mode in service sectors is an attractive topic for both industrial insiders and academic researchers. Empirical research results derived from single service sector as well as other qualitative analyses have argued that the influence is significant. However, the underlying mechanism and statistical evidence is not carefully developed to date. After an innovative clarification of both service property and market uncertainty in line with various factors engaged, the paper creates a factor-matching model that can produce hypotheses for entry mode choice in service sectors. Moreover, preliminary statistical test followed shows that the model is workable and the validity of those hypotheses does exist. View full abstract»

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  • Organizational Innovation and Human Resource Practice: A View of Strategic Human Resource Bundling

    Publication Year: 2007 , Page(s): 1 - 4
    Save to Project icon | Request Permissions | Click to expandQuick Abstract | PDF file iconPDF (176 KB) |  | HTML iconHTML  

    There are many literatures focusing on relationships between human resource practices and organizational performance improvement and competitive advantages, but there are few on relationships between human resource practices and organizational innovation. Based on 74 samples, we find though organizations pay many attentions to human resource practices, but individual human resource practice has no significant effect on organizational innovation, while systematical, strategic, human resource bundling practices has significant effect on organizational innovation. View full abstract»

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  • Porter's: `Strategy And The Internet' Revisited

    Publication Year: 2007 , Page(s): 1 - 6
    Save to Project icon | Request Permissions | Click to expandQuick Abstract | PDF file iconPDF (206 KB) |  | HTML iconHTML  

    Porter's 2001 'strategy and the Internet' paper is a key article in the field of on-line strategy. This paper assesses Porter's views in the light of current and past developments. Porter's paper, whilst still thought provoking in many ways, now shows some weaknesses, and in places is no longer as strong as it was in 2001. It presents an approach that attempts to capture past theories and again show their relevance to the on-line world. This paper suggests that the Internet does offer disruptive transitions, does allow new competitiveness models, does allow for new strategic planning approaches, and can deliver personalized one-on-one business to individual customer solutions (termed customerized solutions), and that a service value networks approach offers a mechanism to enable such solutions. Service value networks focus on the services industry -which engages over 82% of US employment [14], and over 75% of Australian jobs [1], and pursue a matrixed networks approach that offers a more complete, and more detailed approach to the delivery of both the business front-end customer engagement cells and to the customer perceived services [7];[11]. Today, the modern business employs a host of strategic, marketing, servicing, innovation(s), product(s), and economic approaches to delivering services. The service value networks approach offers measurement approaches, indicate engagement pathways, and deliver new management skills to services sector business. View full abstract»

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  • Research of Combinative Incentives of Manager based on Services Innovation

    Publication Year: 2007 , Page(s): 1 - 4
    Save to Project icon | Request Permissions | Click to expandQuick Abstract | PDF file iconPDF (271 KB) |  | HTML iconHTML  

    The paper analyses combinative incentives by the reconciliation of outcome and behavior-based incentives schemes based on service innovation. According to the analysis of debate over manager incentives between OBI and BBI, the paper proposes the combinative incentives mode using both outcome and behavior-based criteria for rewarding manager based on the service innovation, then the change meaning of relative parameters in the model is deeply discussed and the significance of combination incentive contract is that the expected gains of the manager and the owner are increased under the restraints. View full abstract»

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  • Research on the Cumulative Effect of Financial Innovation by Chaos Model

    Publication Year: 2007 , Page(s): 1 - 4
    Save to Project icon | Request Permissions | Click to expandQuick Abstract | PDF file iconPDF (201 KB) |  | HTML iconHTML  

    Based on an understanding and analysis of the complexity of a financial system and the chaotic features of its evolution, we focus upon how chaotic rules impact on financial innovation in the perspective of chaotic economic theory. A chaotic model of the cumulative effect of financial innovation is set up to study the factors affecting the cumulative effect of financial innovation. These include the impetus for innovation within the financial system itself, the pulling force of economic growth, regulation, and the factors that also slow down financial evolution. All of these influences are dictated by chaotic rules. Our approach should provide both deeper understanding and a wider basis for a regulatory authority to apply control in financial innovation. View full abstract»

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  • Research on the Development Orientation of Service Industry of Baixia District Based on Economic Census Data

    Publication Year: 2007 , Page(s): 1 - 6
    Cited by:  Papers (2)
    Save to Project icon | Request Permissions | Click to expandQuick Abstract | PDF file iconPDF (244 KB) |  | HTML iconHTML  

    The development level of the service industry becomes the important sign of the economy development level of a country or a region more and more. This paper takes use of multivariate statistical analysis approach and other analytical method such as TOPSIS and principal component analysis and utilizes the first economic census materials of Nanjing to make comprehensively research on the development orientation of service industry of Baixia district. Lastly, the relevant suggestions on development orientation are put forward. View full abstract»

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  • Service Management for the Influent Rural Labor Force in Shanghai

    Publication Year: 2007 , Page(s): 1 - 5
    Save to Project icon | Request Permissions | Click to expandQuick Abstract | PDF file iconPDF (846 KB) |  | HTML iconHTML  

    As a metropolitan center and the most developed city in China, Shanghai, had the influx population of rural labor force more than 4 million by the end of 2006. How to manage and serve the continually influent rural laborers is a systematic and complex problem. This paper first conducts a systematic investigation to grasp the current situation as well as the relevant service management condition. On the basis of the investigation, the paper gives an analysis of the driving factors, influential mechanisms and the laws governing the changes on the whole, presenting the guiding principles and measures to improve the service management of them with a full-life-cycle methodology. View full abstract»

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  • Study on Enterprise Cooperative Technology Innovation

    Publication Year: 2007 , Page(s): 1 - 5
    Save to Project icon | Request Permissions | Click to expandQuick Abstract | PDF file iconPDF (215 KB) |  | HTML iconHTML  

    This paper studies on the components of cooperative technology innovation. By constructing the cooperative technology innovation model based on Multi-Agent, we examine the mutual effects mechanism of technology spillover in cooperation and enterprises' innovation competence. We present the simulation models and examine the validity of model. We conclude that enterprises' innovation competence increased by the level of cooperation technology spillover in Multi-Agent cooperation system. We also conclude that the credit mechanism can impel the technology spillover and enhance the innovation competence of the cooperation system. View full abstract»

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  • Study on IT Service Cost's Calculate and Charging Strategy Based on Activity-based Costing

    Publication Year: 2007 , Page(s): 1 - 5
    Cited by:  Papers (1)
    Save to Project icon | Request Permissions | Click to expandQuick Abstract | PDF file iconPDF (238 KB) |  | HTML iconHTML  

    With the rapid development of IT (information technology) service industry, the number of customers, contents and complexity of IT service are constantly increasing, which leads to the rapidly rise of the cost of the IT service, and how to calculate the cost of IT cost becomes an very important problem. The paper tries to analyze and research on the cost accounting of IT service based on ABC(activity-based costing), and builds cost accounting method of IT service based on ABC, and then makes different charging strategies according to different types of customers. View full abstract»

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  • System Dynamics Modeling for Strategy Implementation of Service Innovation

    Publication Year: 2007 , Page(s): 1 - 6
    Save to Project icon | Request Permissions | Click to expandQuick Abstract | PDF file iconPDF (1674 KB) |  | HTML iconHTML  

    System dynamics have over the years proven its usefulness in corporate strategy forming. The purpose of the paper is to investigate, how system dynamics modeling can be supportive for strategy implementation of service innovation in organizations. In order to do so, we briefly discuss the problem about strategy implementation of service innovation and propose methodology based on the quantitative model for service innovation strategy (QMSIS). Besides conceptual considerations, we base our arguments on a detailed case study from an auto financing company. Findings of this paper are that system dynamics modeling can be helpful for strategy implementation in regards to both strategy refinement and transfer of insights and understanding underlying the innovation process. The originality of this paper lies in the proposition of the usage of system dynamics modeling in strategy implementation of new service development (NSD), where the field of system dynamics traditionally make use of flight simulators or qualitative system dynamics, rather than formal modeling and simulation. View full abstract»

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  • The Differentiation Strategy between Competitors under the Asymmetric Technological Background in China

    Publication Year: 2007 , Page(s): 1 - 5
    Save to Project icon | Request Permissions | Click to expandQuick Abstract | PDF file iconPDF (220 KB) |  | HTML iconHTML  

    Different differentiation strategies was applied by different competitors at Chinese asymmetric technical background. For the upper-side multinational enterprises to apply a vertical horizontal differentiation are good choice for keeping in leadership state in technical; while for the lower-side domestic competitors horizontal differentiation strategy can not only reduce consumer's attention to vertical difference, but also reduce the price competition pressure from other domestic counterparts. Horizontal differentiation strategy is also an outlet for lower-side domestic competitors to step out the dilemma in relatively technical progress. But on the other hand horizontal differentiation strategy can not eliminate competition intensity completely. Too much differentiation in a market may also increase the possibility of competitors dropping out. View full abstract»

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  • Advertising and Promotion Expenditures on Business Performance: Comparison between Chinese and Japanese Household Appliance Industry

    Publication Year: 2007 , Page(s): 1 - 5
    Save to Project icon | Request Permissions | Click to expandQuick Abstract | PDF file iconPDF (238 KB) |  | HTML iconHTML  

    This study begins with measuring Chinese and Japanese listed companies' business performance by the company's market power efficiency and profitability efficiency basing on stochastic frontier analysis in household appliance industry from 2001 to 2004. This estimation shows that Chinese average technical efficiency score is about half of Japanese score on both market power efficiency and profitability efficiency. Then this paper jointly analyzes advertising and R&D activity's effect on the two efficiencies. These estimations indicate that R&D activity cannot promote firm's market power efficiency, but can promote profitability efficiency in long-term; and advertising and promotion would play a significantly positive role to firm's market power and profitability efficiency in short-term. View full abstract»

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  • Contrast Analysis of AACSB Accreditation Standards and Education Criteria for Performance Excellence

    Publication Year: 2007 , Page(s): 1 - 6
    Save to Project icon | Request Permissions | Click to expandQuick Abstract | PDF file iconPDF (1820 KB) |  | HTML iconHTML  

    To achieve accreditation is an effective way for educational institutions to assess and improve quality of education. Another way to promote continuous quality improvement in education is to use Education Criteria for Performance Excellence. In this paper, AACSB (The Association to Advance Collegiate Schools of Business) Accreditation Standards and Education Criteria for Performance Excellence are introduced and compared through correlation analysis and contrast analysis. Relationship and difference between the two are discovered, and the conclusion that business schools can use Education Criteria for Performance Excellence to meet or exceed AACSB Accreditation Standards, is heuristic for domestic business schools to realize significant benefits. View full abstract»

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  • Designing Service to Improve Service Quality of Civil Aviation Industry in China

    Publication Year: 2007 , Page(s): 1 - 6
    Save to Project icon | Request Permissions | Click to expandQuick Abstract | PDF file iconPDF (326 KB) |  | HTML iconHTML  

    As the domestic and international competition becomes more and more fierce, airlines and airports in china are meeting unprecedented challenges. Service quality then becomes significantly important to achieve a genuine and sustainable competitive advantage, and the question for civil aviation industries in china which need to solve imperatively. The purpose of this study is to improve service quality by designing service system and evaluating service quality. Planning tool of service blueprinting and evaluating method of SERVQUAL model is applied. View full abstract»

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  • Evaluation of Hotel Service Quality Based on Customer Satisfaction

    Publication Year: 2007 , Page(s): 1 - 5
    Cited by:  Papers (2)
    Save to Project icon | Request Permissions | Click to expandQuick Abstract | PDF file iconPDF (242 KB) |  | HTML iconHTML  

    It is commonly accepted that service industry is viewed as a gauge for market modernization. Many researches on service industry focus on the measurement of service quality. For hotel industry, one of general services industry, systematically theoretical research about the hotel service quality management is meaningful. This paper proposes a method to evaluate the hotel service quality in China. First, a questionnaire is designed after HSQ-CS Model. Moreover, AHP is employed to decide the weight of every variable in the questionnaire. With the survey data, a series of practical methods are utilized in the data analysis to measure the service quality based on customer satisfaction (CS). First, with the computation of Customer Satisfaction Degree (CSD), hotel service quality is measured. Secondly, with discriminant analysis and correlation analysis, etc., some insightful conclusions are reached. To name some, 1) Service quality of reception hall is most important for customer satisfaction compared with those of guestroom and restaurant. 2) "Technique of attendants", "Service initiative of attendants" and "Environment and decoration of reception hall" are key variables for customer satisfaction of reception hall. 3) For guestroom, "decoration of room", "safety of room" and "courtesy of attendants" own most powerful influences. 4) For restaurant, key variables are "Taste and variety of food", "service flexibility of waiters/waitresses" and "environment of restaurant". View full abstract»

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  • Framework Analysis for Performance Evaluation of Regional Employment Service System

    Publication Year: 2007 , Page(s): 1 - 6
    Save to Project icon | Request Permissions | Click to expandQuick Abstract | PDF file iconPDF (271 KB) |  | HTML iconHTML  

    Based on analyzing management system and modular organizational feature of Chinese current employment service system, this paper selects typical employment service system of municipal level, applies the method and idea of Balance Scorecard, designs indicator system and circular flow process of system performance evaluation, establishes model framework of comprehensive evaluation based on the method of analytical hierarchy process (AHP), and puts forward relevant advices on performance check-up. This research outcome could not only perform performance evaluation for respective employment service agencies and respective modular organizations, but also perform comprehensive evaluation for the performance of regional employment service system. Therefore, our research has an important meaning for both the theory and the practice. View full abstract»

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  • Motivation and Measure Analysis of Small and Medium-sized Enterprises' Synergic Competition on the basis Of Cluster

    Publication Year: 2007 , Page(s): 1 - 5
    Save to Project icon | Request Permissions | Click to expandQuick Abstract | PDF file iconPDF (214 KB) |  | HTML iconHTML  

    Cluster is a new pattern of competitive economy and region and synergic competition is one of important mechanisms to obtain competitive advantage of clusters. At first, the article analyzes motivation of small and medium-sized enterprises' synergic competition from necessity and possibility aspects based on cluster theory and points out the reason why the small and medium-sized enterprises in cluster is easier than others to form synergic competition mechanism, then the author puts forward some specific measures to solve the problems which impede establishment synergic competition mechanism of cluster in China. View full abstract»

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  • Nine Doctrines of Service Productivity

    Publication Year: 2007 , Page(s): 1 - 6
    Save to Project icon | Request Permissions | Click to expandQuick Abstract | PDF file iconPDF (222 KB) |  | HTML iconHTML  

    As the difference between service and product in essence, it is of great difficulty to define service productivity in academia and practice and many people have arguments on this issue. Based on a lot of desk research, this research summaries the study of previous literatures, analyzes the concept of service productivity, provides nine doctrines in three categories, and explores the background and defects of each doctrine. View full abstract»

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