Advancing the Service Sector with Evolving Technologies: Techniques and Principles

Advancing the Service Sector with Evolving Technologies: Techniques and Principles

Copyright: © 2012 |Pages: 389

ISBN13: 9781466600447|ISBN10: 1466600446|EISBN13: 9781466600454

DOI: 10.4018/978-1-4666-0044-7

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Wang, John, editor. Advancing the Service Sector with Evolving Technologies: Techniques and Principles. IGI Global, 2012. https://doi.org/10.4018/978-1-4666-0044-7

APA

Wang, J. (Ed.). (2012). Advancing the Service Sector with Evolving Technologies: Techniques and Principles. IGI Global. https://doi.org/10.4018/978-1-4666-0044-7

Chicago

Wang, John, ed. Advancing the Service Sector with Evolving Technologies: Techniques and Principles. Hershey, PA: IGI Global, 2012. https://doi.org/10.4018/978-1-4666-0044-7

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Measuring progress in the service sector is closely linked to the ability to develop and implement information systems. As the service sector continues to grow, it is important to investigate what drives the production of intangible goods and overall economic health.

Advancing the Service Sector with Evolving Technologies: Techniques and Principles provides a forum for practitioners and researchers to discuss the application of information systems to service creation, modeling, and evolution. Covering foundational concepts and innovations in service management, service-oriented computing, strategic information systems, and Web services, this collection of research aims to shape future research and promote further growth of the service sector.

Table of Contents

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Front Materials

Title Page

Copyright Page

Preface

Chapters

Chapter 1

Predicting Ambulance Diverson (pages 1-10)

Abey Kuruvilla, Suraj M. Alexander

The high utilization level of emergency departments in hospitals across the United States has resulted in the serious and persistent problem of ambulance diversion. This problem is magnified by the cascading effect it has on...

Chapter 2

Hybrid Value Creation in the Sports Industry: The Case of a Mobile Sports Companion as IT-Supported Product-Service-Bundle1 (pages 11-24)

Jan Marco Leimeister, Uta Knebel, Helmut Krcmar

Integrated product-service packages (hybrid products) can open new markets and target groups to companies. However, existing approaches to service or product development do not sufficiently address simultaneous development and...

Chapter 3

Connect Time Limits and Performance Measures in a Dial-up Modem Pool System (pages 25-45)

Paul F. Schikora, Michael R. Godfrey, Brian D. Neureuther

Managing customer service is critical for both nonprofit and for-profit dial-up modem Internet service providers. When system operators face excess demand, they can either add capacity or adapt their management techniques to deal...

Chapter 4

ICT Usage by Greek Accountants (pages 46-65)

Efstratios C. Emmanouilidis, Anastasios A. Economides

This study investigates Greek accounting offices use of Information and Communication Technologies (ICT). Initially, a comprehensive questionnaire was developed. It contains 35 questions with multiple answers and 2 open questions...

Chapter 5

Exploring the Adoption of Technology Driven Services in the Healthcare Industry (pages 66-86)

Umit Topacan, A. Nuri Basoglu, Tugrul Daim

Recent developments in information and communication technologies have helped to accelerate the diffusion of electronic services in the medical industry. Health information services house, retrieve, and make use of medical...

Chapter 6

Temporal Aspects of Information Technology Use: Increasing Shift Work Effectiveness (pages 87-104)

Roslin V. Hauck, Sherry M. B. Thatcher, Suzanne P. Weisband

The dynamic nature of organizations and technologies require a comprehensive understanding of how organizational forms and information technology interact. While previous research and theories of information technology have...

Chapter 7

Implementation Success Model in Government Agencies: A Case of a Centralized Identification System at NASA (pages 105-119)

Yair Levy, Theon L. Danet

A recent presidential directive mandated that all U.S. government agencies establish a centralized identification system. This study investigated the impact of users’ involvement, resistance, and computer self-efficacy on the...

Chapter 8

SERREA: A Semantic Management System for Retail Real Estate Agencies (pages 120-134)

Ángel García-Crespo, Ricardo Colomo-Palacios, Juan Miguel Gómez-Berbís, Fernando Paniagua Martín

In the scenario of market competition in the Retail Real Estate Agencies (RREA) business, having exact information regarding properties in supply and their associated demand is a differentiating factor for organizations. The Semantic...

Chapter 9

Mass Customisation Models for Travel and Tourism Information e-Services: Interrelationships Between Systems Design and Customer Value (pages 135-157)

Marianna Sigala

Online travel firms exploit current ICT advances for developing mass customization (MC) capabilities and addressing the needs of the sophisticated travellers. However, studies investigating MC in services and specifically in tourism...

Chapter 10

Technology Fears: A Study of e-Commerce Loyalty Perception by Jordanian Customers (pages 158-165)

Ahmad Khasawneh, Mohammad Bsoul, Ibrahim Obeidat, Iyad Al Azzam

The Internet and all other types of networks have changed life in general and doing business in particular, and as a result, many companies are now conducting and transferring their businesses online. In this paper, the authors...

Chapter 11

Predictive Models in Cybercrime Investigation: An Application of Data Mining Techniques (pages 166-177)

A. S. N. Murthy, Vishnuprasad Nagadevara, Rahul De’

With increased access to computers across the world, cybercrime is becoming a major challenge to law enforcement agencies. Cybercrime investigation in India is in its infancy and there has been limited success in prosecuting the...

Chapter 12

Deploying New Perspectives of Network Organizations for Chronic Diseases’ Integrated Management (pages 178-192)

Isabella Bonacci, Oscar Tamburis

The social frame of healthcare organizations in Europe (and in particular in the Italian Public Sector), as a combination of relational, formal and informal aspects, is one of their most relevant sources of complexity, which leads to...

Chapter 13

Marketing and Reputation in the Services Sector: Higher Education in South Africa and Singapore (pages 193-207)

Johan De Jager, Werner Soontiens

Over the past few decades the tertiary sector has developed from a predominantly inward focussed industry serving public interest to an internationalised and commercially competitive industry. Resulting from this fundamental change...

Chapter 14

Data Mining in Nonprofit Organizations, Government Agencies, and Other Institutions (pages 208-218)

Zhongxian Wang, Ruiliang Yan, Qiyang Chen, Ruben Xing

Data mining involves searching through databases for potentially useful information, such as knowledge rules, patterns, regularities, and other trends hidden in the data. Today, data mining is more widely used than ever before, not...

Chapter 15

Understanding Expectations, Perceptions and Satisfaction Levels of Customers of Military Engineer Services in India (pages 219-238)

Anand Parkash Bansal, Vishnuprasad Nagadevara

Customer satisfaction and client orientation concepts are needed in all service providing organisations, including those engaged in construction and infrastructure provision within the public sector where the public perception about...

Chapter 16

Service Registry Design: An Information Service Approach (pages 239-259)

Luís Ferreira Pires, Arjen van Oostrum, Fons Wijnhoven

A service registry is a Service-Oriented Architecture (SOA) component that keeps a ‘catalogue’ of available services. It stores service specifications so that these specifications can be found by potential users. Discussions on the...

Chapter 17

Operational Performance Analysis of a Public Hospital Laboratory (pages 260-276)

Kamrul Ahsan, Abdullahil Azeem

Efficient utilization of scarce resources is an issue for any healthcare system. In developing countries, proper tools, techniques, and resources must be widely used in healthcare operational planning. Considering the necessity of...

Chapter 18

A Mashup Application to Support Complex Decision Making for Retail Consumers (pages 277-294)

Steven Walczak, Deborah L. Kellogg, Dawn G. Gregg

Purchase processes often require complex decision making and consumers frequently use Web information sources to support these decisions. However, increasing amounts of information can make finding appropriate information...

Chapter 19

Using the Critical Incident Technique to Identify Factors of Service Quality in Online Higher Education (pages 295-311)

María J. Martínez-Argüelles, José M. Castán, Angel A. Juan

Information technologies are changing the way in which higher education is delivered. In this regard, there is a necessity for developing information systems that help university managers measure the quality of online services...

Back Materials

Compilation of References

About the Contributors

Index

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