By Topic

Service Systems and Service Management (ICSSSM), 2012 9th International Conference on

Date 2-4 July 2012

Filter Results

Displaying Results 1 - 25 of 187
  • [Front cover]

    Publication Year: 2012, Page(s): c1
    Request permission for commercial reuse | PDF file iconPDF (596 KB)
    Freely Available from IEEE
  • [Front matter]

    Publication Year: 2012, Page(s):1 - 7
    Request permission for commercial reuse | PDF file iconPDF (186 KB)
    Freely Available from IEEE
  • Author index

    Publication Year: 2012, Page(s):1 - 8
    Request permission for commercial reuse | PDF file iconPDF (70 KB)
    Freely Available from IEEE
  • Table of content

    Publication Year: 2012, Page(s):i - xiii
    Request permission for commercial reuse | PDF file iconPDF (172 KB)
    Freely Available from IEEE
  • Optimizing green production strategies: A simulation-based study

    Publication Year: 2012, Page(s):1 - 6
    Request permission for commercial reuse | Click to expandAbstract | PDF file iconPDF (278 KB) | HTML iconHTML

    Selection of green production strategy is critical but difficult due to the fact that it affects not only enterprises' green benefit, but also their economic performance. The problem is essentially multi-objective and involves dynamic and uncertain conditions. We proposed a simulation-based approach to improve the analysis and facilitate the decision-making. Simulation models were developed to rep... View full abstract»

    Full text access may be available. Click article title to sign in or learn about subscription options.
  • A joint model of optimal pricing, ordering, and free gift card

    Publication Year: 2012, Page(s):7 - 10
    Request permission for commercial reuse | Click to expandAbstract | PDF file iconPDF (236 KB) | HTML iconHTML

    Retailers use various marketing tools, such as gift cards, to increase profits. When retailers offer gift card “free” to consumers who spend above specified thresholds in a single store visit, some consumers may buy more. In this paper, we develop a model that the pricing, ordering and gift card policies of a profit-maximizing retailer, faced with a stochastic consumer demand. We exa... View full abstract»

    Full text access may be available. Click article title to sign in or learn about subscription options.
  • A service quality management approach based on QFD

    Publication Year: 2012, Page(s):11 - 14
    Request permission for commercial reuse | Click to expandAbstract | PDF file iconPDF (403 KB) | HTML iconHTML

    Services make up the bulk of China's economy. In the article we introduce the theories of service quality briefly, such as Parasuraman, Zeithaml, and Berry (PZB) conceptual model of service quality and the quality function deployment (QFD). We also analyze some existing researches in recent years in China. Furthermore, a service quality management approach to improve the service quality is introdu... View full abstract»

    Full text access may be available. Click article title to sign in or learn about subscription options.
  • Social arousal affecting buying fever: Construct development and testing

    Publication Year: 2012, Page(s):15 - 18
    Request permission for commercial reuse | Click to expandAbstract | PDF file iconPDF (264 KB) | HTML iconHTML

    This research defined the construct of Social Arousal taken from a wide spread phenomenon known as `Buying Fever'. We conducted semi-structured interviews and performed an exploratory and confirmatory factor analysis to develop the construct of social arousal. In research one, 194 university students performed a survey questioner. The results of our reliability and validity tests show that the con... View full abstract»

    Full text access may be available. Click article title to sign in or learn about subscription options.
  • The psychological mechanism of public service motivation: A pilot study

    Publication Year: 2012, Page(s):19 - 22
    Request permission for commercial reuse | Click to expandAbstract | PDF file iconPDF (210 KB) | HTML iconHTML

    To explore the psychological mechanism of public service motivation (PSM), we examine the mediating effects of organizational identification (OI) on the relationship between PSM and community citizenship behavior (CCB). 414 police officers from Region A branch of police organization of a large metropolitan city in eastern China, were investigated. Results from a structural equation analysis show t... View full abstract»

    Full text access may be available. Click article title to sign in or learn about subscription options.
  • Examining the impact of organizational justice and servant leadership on OCB

    Publication Year: 2012, Page(s):23 - 27
    Request permission for commercial reuse | Click to expandAbstract | PDF file iconPDF (278 KB) | HTML iconHTML

    Many scholars have written about the impact of organizational justice on organizational citizenship behavior (OCB) of staff, while there are few researches discussing which dimension of OCB the three justice influence on hotel industry. Besides, servant leadership helps the leaders gain the employees' trust and reach high organizational performance. This paper also explores the influence of servan... View full abstract»

    Full text access may be available. Click article title to sign in or learn about subscription options.
  • Research on inter-governmental relation in logistic industry innovation: Based on Evolutionary Game Theory

    Publication Year: 2012, Page(s):28 - 30
    Request permission for commercial reuse | Click to expandAbstract | PDF file iconPDF (118 KB) | HTML iconHTML

    With the rapid growth of China's economy, the institutional gridlock faced by modern logistic industry is increasingly becoming the bottleneck for its development. Based on evolutionary game, this paper analyzes the evolving processes of how the interaction of government leads to differences in regional logistic from a perspective of institutional innovation. Moreover, this paper gives according s... View full abstract»

    Full text access may be available. Click article title to sign in or learn about subscription options.
  • Improving medical service quality based on the Critical Incident Technique

    Publication Year: 2012, Page(s):31 - 36
    Request permission for commercial reuse | Click to expandAbstract | PDF file iconPDF (232 KB) | HTML iconHTML

    Key factors of service quality impacting patient satisfaction can be identified through investigating the critical incidents in the medical process. In this study, we collect the critical incidents positive or negative of 446 patients, and classify them into three kinds including interaction quality, tangible environment quality and outcome quality by using the Critical Incident Technique based on... View full abstract»

    Full text access may be available. Click article title to sign in or learn about subscription options.
  • The curvilinear relationship between proactive diversity and team performance: Taking team life cycle as a moderating role

    Publication Year: 2012, Page(s):37 - 40
    Request permission for commercial reuse | Click to expandAbstract | PDF file iconPDF (209 KB) | HTML iconHTML

    Combined with proactive personality, team diversity, fit theories, and team life cycle literatures, we present a model to explore the relationship between proactive diversity and team performance. We propose that there is a curvilinear relationship between proactive diversity and team performance, such that team performance is greatest at moderate level of proactive diversity, at very low or at ve... View full abstract»

    Full text access may be available. Click article title to sign in or learn about subscription options.
  • Service quality measure of B2C company based on customer complaints

    Publication Year: 2012, Page(s):41 - 44
    Request permission for commercial reuse | Click to expandAbstract | PDF file iconPDF (205 KB) | HTML iconHTML

    As an important department in B2C companies, call centers are playing an irreplaceable role in the e-business services. How to define a suitable instrument for evaluating the quality level of call centers in B2C companies is becoming a hot topic. Taking the SERVQUAL and E-S-QUAL as theoretical foundations, a novel service quality measurement scale is developed in this paper. A B2C company is studi... View full abstract»

    Full text access may be available. Click article title to sign in or learn about subscription options.
  • Evaluation of the public service efficiency based on DEA in mountainous areas in the southwest of Sichuan province

    Publication Year: 2012, Page(s):45 - 50
    Request permission for commercial reuse | Click to expandAbstract | PDF file iconPDF (449 KB) | HTML iconHTML

    Since public services are important in the efforts to achieve the overall well-off society, decision-makers need to ensure that the public investments provide efficient services in mountainous areas. This study applied the Data Envelopment Analysis (DEA) approach to investigate the technical efficiency (TE), pure technical efficiency (PTE) and scale efficiency (SE) among a sample of 30 counties in... View full abstract»

    Full text access may be available. Click article title to sign in or learn about subscription options.
  • A consumer choice behavior model for the substitutable products

    Publication Year: 2012, Page(s):51 - 54
    Request permission for commercial reuse | Click to expandAbstract | PDF file iconPDF (329 KB) | HTML iconHTML

    This paper deals with the choice behavior of consumers and behavior evolution on pricing policies for substitute products in stochastic environments. We divide all consumers into two types, namely the strategic type, and the myopic type. A strategic consumer will make a purchase through comprehensively utilizing the historical prices of the products and the current posted price from the seller, wh... View full abstract»

    Full text access may be available. Click article title to sign in or learn about subscription options.
  • Channel coordination with fairness concerns and consumer rebate

    Publication Year: 2012, Page(s):55 - 58
    Request permission for commercial reuse | Click to expandAbstract | PDF file iconPDF (589 KB) | HTML iconHTML

    A consumer rebate is a coupon goes from the manufacturer to the consumer. In this paper, we build on the framework introduced by Cui et al. (2007) and investigate the impact of fairness concerns on supply chain coordination when there exists a consumer rebate. We show that the simple wholesale price contract can coordinate a supply chain with rebate when only the retailer is fairness-concerned, an... View full abstract»

    Full text access may be available. Click article title to sign in or learn about subscription options.
  • Option contract pricing policy of the sea cargo forwarders with empty container reposition

    Publication Year: 2012, Page(s):59 - 62
    Request permission for commercial reuse | Click to expandAbstract | PDF file iconPDF (342 KB) | HTML iconHTML

    In this paper, we study the option contract ordering and pricing policy of the forwarders considering empty container reposition problem by building mathematical models. By model analysis and numeric simulation, we find that the contract ordering and pricing policy of the freight forwarders will be different, when the unit cost of empty container reposition is different. The numerical result also ... View full abstract»

    Full text access may be available. Click article title to sign in or learn about subscription options.
  • Forwarder's option contract ordering and pricing policy with option trade

    Publication Year: 2012, Page(s):63 - 66
    Request permission for commercial reuse | Click to expandAbstract | PDF file iconPDF (367 KB) | HTML iconHTML

    In this paper, the theoretical analysis and numerical simulation are used to investigate forwarders' option ordering and pricing policies with empty container repositioning (ECR) and option trade. The results show that forwarder's revenue is directly related to option contract quantity and there is a set of order quantity to maximize the forwarders' revenue. The results also show that expected rev... View full abstract»

    Full text access may be available. Click article title to sign in or learn about subscription options.
  • How to deal with consumer resistance to negative publicity: The importance of information source

    Publication Year: 2012, Page(s):67 - 70
    Request permission for commercial reuse | Click to expandAbstract | PDF file iconPDF (207 KB) | HTML iconHTML

    Negative publicity hurts a firm's reputation so the firms often used quality orientation and corporate social responsibility as tools to encourage consumers to resist the negative publicity. However information source play a moderate role among them. The authors develop hypothesis to describe the relationship between them. The findings suggest that company should emphasis on SCR and service qualit... View full abstract»

    Full text access may be available. Click article title to sign in or learn about subscription options.
  • An overview on service operations management

    Publication Year: 2012, Page(s):71 - 76
    Request permission for commercial reuse | Click to expandAbstract | PDF file iconPDF (205 KB) | HTML iconHTML

    Service sector has known an important growth during the past several decades and represents actually the largest and fastest-growing portion of the developed countries' economies. In this paper, we focus on the concept of service by defining what services are, emphasizing the characteristics of services and displaying the different classifications proposed in the literature. Based on these classif... View full abstract»

    Full text access may be available. Click article title to sign in or learn about subscription options.
  • The moderating effect of personality in the relationship between speciality identity and creative

    Publication Year: 2012, Page(s):77 - 80
    Request permission for commercial reuse | Click to expandAbstract | PDF file iconPDF (251 KB) | HTML iconHTML

    Objective: To explore the influence of speciality identity on creative motivation and the moderating effects of personality therein and supply the empirical support to education executives in development of training program. Methods: Using questionnaires about work preference inventory (WPI), speciality identity questionnaires (SIP), big five inventory (BFI) survey and analyze 1382 master's and do... View full abstract»

    Full text access may be available. Click article title to sign in or learn about subscription options.
  • The impact of relational embeddedness, knowledge sharing on service innovation performance

    Publication Year: 2012, Page(s):81 - 86
    Request permission for commercial reuse | Click to expandAbstract | PDF file iconPDF (253 KB) | HTML iconHTML

    Integrating social network theory and knowledge sharing theory we developed and tested a conceptual model that links relational embeddedness configuration with service innovation performance by simultaneously testing the mediating effects of knowledge sharing. Using survey data from 292 firms and through SEM, we found that: (1) Relational embeddedness configuration has a positive impact on service... View full abstract»

    Full text access may be available. Click article title to sign in or learn about subscription options.
  • The supply chain coordination with buy-back contracts considering the different salvage value

    Publication Year: 2012, Page(s):87 - 89
    Request permission for commercial reuse | Click to expandAbstract | PDF file iconPDF (216 KB) | HTML iconHTML

    This paper analyzes the effect of the different salvage value on the coordination of a supply chain in which a risk-neutral manufacture sells a single product to a risk-neutral retailer. The analyses show that shows that, when the salvage value of retailers surplus products is less than or equal to that of manufacturers, buyback contracts can coordinate the supply chain; When the salvage value of ... View full abstract»

    Full text access may be available. Click article title to sign in or learn about subscription options.
  • The influence mechanism study of word of mouth on the phone purchase intention of migrant workers

    Publication Year: 2012, Page(s):90 - 93
    Request permission for commercial reuse | Click to expandAbstract | PDF file iconPDF (255 KB) | HTML iconHTML

    Mobile consumer behavior of migrant workers, a special social group, has obvious population characters. By setting perceived value as an intermediate variable and collecting questionnaires, this paper creates the structural equation model to investigate the relationship between word of mouth (WOM) effect and phone purchase intention (PI). The results show that, through perceived value, word of mou... View full abstract»

    Full text access may be available. Click article title to sign in or learn about subscription options.