Open Access. Powered by Scholars. Published by Universities.®
- Institution
- Publication Year
- Publication
- Publication Type
- File Type
Articles 1 - 16 of 16
Full-Text Articles in Technology and Innovation
Organizing Digital Platforms And Customer Needs For Digital Service Innovation, Gamel O. Wiredu
Organizing Digital Platforms And Customer Needs For Digital Service Innovation, Gamel O. Wiredu
The African Journal of Information Systems
Digital organizations have become highly dependent on digital platforms and customer needs as key resources for digital service innovation. These resources in the competitive environment are making and shaping innovation of digital services because, though external, they remain central to digital organizations’ strategic innovation and competitiveness. Yet, how and why organizing these resources influences digital service innovation is under-explained in the literature. This paper, based on an empirical study and grounded theory methodology, addresses this limitation. It explains that digital service innovation occurs through two complementary types of organizing, namely: foundational knowledge organizing by combining digital platforms and customer needs, …
Using A Work System Metamodel And Usdl To Build A Bridge Between Business Service Systems And Service Computing, Steven Alter, Alistair Barros
Using A Work System Metamodel And Usdl To Build A Bridge Between Business Service Systems And Service Computing, Steven Alter, Alistair Barros
Business Analytics and Information Systems
This paper explores the support for more comprehensive modeling of service systems than that possible through modeling methods developed through partial perspectives, with uncertainties about their wider suitability and need for integration with other methods in this domain. It responds to a Dual Call for Papers from INFORMS Service Science and IEEE Transactions on Service Computing requesting contributions that address the barely explored challenge of establishing links between business views of service systems and more technical views from service computing. Competing definitions of service reveal that most business views of service emphasize acts or outcomes produced for others, whereas a …
Workforce Management In Periodic Delivery Operations, Karen Smilowitz, Maciek Nowak, Tingting Jiang
Workforce Management In Periodic Delivery Operations, Karen Smilowitz, Maciek Nowak, Tingting Jiang
Information Systems and Operations Management: Faculty Publications & Other Works
Service quality and driver efficiency in the delivery industry may be enhanced by increasing the regularity with which a driver visits the same set of customers. However, effectively managing a workforce of drivers may increase travel distance, a traditional metric of the vehicle routing problem (VRP). This paper evaluates the effect that workforce management has on routing costs, providing insight for managerial decision making. The analysis is presented in the context of the period vehicle routing problem (PVRP), an extension of the VRP with vehicle routes constructed to service customers according to preset visit frequencies over an established period of …
Genuinely Service-Oriented Enterprises: Using Work System Theory To See Beyond The Promise Of Efficient Software, Steven Alter
Genuinely Service-Oriented Enterprises: Using Work System Theory To See Beyond The Promise Of Efficient Software, Steven Alter
Business Analytics and Information Systems
The concept of service-oriented enterprise has great potential. Taken literally, however, it raises many issues, including practical difficulties of creating a service-oriented enterprise in the computer science sense and the huge leap from flexible IT infrastructure to an enterprise that is genuinely oriented toward providing services for customers and employees. This paper is a conceptual contribution showing how work system theory can help in seeing analysis and design issues beyond technical architectures that have dominated research to date. After summarizing background concepts related to service, service systems, and the vision of service-oriented enterprises, this paper explains how work system theory …
Genuinely Service-Oriented Enterprises: Using Work System Theory To See Beyond The Promise Of Efficient Software, Steven Alter
Genuinely Service-Oriented Enterprises: Using Work System Theory To See Beyond The Promise Of Efficient Software, Steven Alter
Steven Alter
The concept of service-oriented enterprise has great potential. Taken literally, however, it raises many issues, including practical difficulties of creating a service-oriented enterprise in the computer science sense and the huge leap from flexible IT infrastructure to an enterprise that is genuinely oriented toward providing services for customers and employees. This paper is a conceptual contribution showing how work system theory can help in seeing analysis and design issues beyond technical architectures that have dominated research to date. After summarizing background concepts related to service, service systems, and the vision of service-oriented enterprises, this paper explains how work system theory …
Making A Science Of Service Systems Practical: Seeking Usefulness And Understandability While Avoiding Unnecessary Assumptions And Restrictions, Steven Alter
Business Analytics and Information Systems
This book’s theme is “The Science of Service Systems,” yet there is substantial question about whether the definition and nature of service systems have been articulated adequately. This paper examines definitions of service and service system that could frame or otherwise influence future developments in service science and could have implications for what should and should not be included within service science. It argues that the initial development of service science should use straightforward definitions that are understandable, useful, broadly applicable, and teachable. It proposes a definition of service system that is different from the definition proposed in this book’s …
Making A Science Of Service Systems Practical: Seeking Usefulness And Understandability While Avoiding Unnecessary Assumptions And Restrictions, Steven Alter
Steven Alter
This book’s theme is “The Science of Service Systems,” yet there is substantial question about whether the definition and nature of service systems have been articulated adequately. This paper examines definitions of service and service system that could frame or otherwise influence future developments in service science and could have implications for what should and should not be included within service science. It argues that the initial development of service science should use straightforward definitions that are understandable, useful, broadly applicable, and teachable. It proposes a definition of service system that is different from the definition proposed in this book’s …
Service System Fundamentals: Work System, Value Chain, And Life Cycle, Steven Alter
Service System Fundamentals: Work System, Value Chain, And Life Cycle, Steven Alter
Business Analytics and Information Systems
Service systems produce all services of significance and scope, yet the concept of service system is not well articulated in the service literature. This paper presents three interrelated frameworks as a first cut at the fundamentals of service systems. These frameworks identify basic building blocks and organize important attributes and change processes that apply across all service systems. Although relevant regardless of whether a service system uses IT, the frameworks are also potentially useful in visualizing the realities of moving toward automated service architectures. This paper uses two examples, one largely manual and one highly automated, to illustrate the potential …
Service System Fundamentals: Work System, Value Chain, And Life Cycle, Steven Alter
Service System Fundamentals: Work System, Value Chain, And Life Cycle, Steven Alter
Steven Alter
Service systems produce all services of significance and scope, yet the concept of service system is not well articulated in the service literature. This paper presents three interrelated frameworks as a first cut at the fundamentals of service systems. These frameworks identify basic building blocks and organize important attributes and change processes that apply across all service systems. Although relevant regardless of whether a service system uses IT, the frameworks are also potentially useful in visualizing the realities of moving toward automated service architectures. This paper uses two examples, one largely manual and one highly automated, to illustrate the potential …
Unternehmenserfolg Durch Service-Innovation Und Individualisierung - Barrieren Und It-Enabler, Hubert Oesterle
Unternehmenserfolg Durch Service-Innovation Und Individualisierung - Barrieren Und It-Enabler, Hubert Oesterle
Hubert Oesterle
No abstract provided.
Kundenprozessorientierung Durch Service-Portale: Das Beispiel W@M Von Endress+Hauser, Marc A. Caesar, Christine Legner, Hubert Oesterle, Jean-Gyl Capt
Kundenprozessorientierung Durch Service-Portale: Das Beispiel W@M Von Endress+Hauser, Marc A. Caesar, Christine Legner, Hubert Oesterle, Jean-Gyl Capt
Hubert Oesterle
No abstract provided.
Innovation Und Wachstum Durch Aktive Servicegestaltung, Hubert Oesterle
Innovation Und Wachstum Durch Aktive Servicegestaltung, Hubert Oesterle
Hubert Oesterle
No abstract provided.
Web-Services – The Next Evolutionary Stage Of E-Business, Santosh S. Venkatraman
Web-Services – The Next Evolutionary Stage Of E-Business, Santosh S. Venkatraman
Journal of International Technology and Information Management
Web-Services are a set of new technologies that promise to take “service-oriented” distributed computing to a whole new level, and eventually take e-business to the next evolutionary stage. Web-Services, in a nutshell, let organizations bridge communication gaps among their information systems, and build new software applications by “stitching” together existing ones. It is capable of integrating applications written in different programming languages, developed by different vendors, and running on different servers with dissimilar operating systems. Web- Services would enable companies to seamlessly connect their information systems and business processes with those of their partners and customers – thus ushering in …
Fee -Based Online Services : Exploring Consumers’ Willingness To Pay, L. Richard Ye, Yue Zhang, Dat-Dao Nguyen, James Chiu
Fee -Based Online Services : Exploring Consumers’ Willingness To Pay, L. Richard Ye, Yue Zhang, Dat-Dao Nguyen, James Chiu
Journal of International Technology and Information Management
Many online service businesses are beginning to charge fees for services that they used to provide for free. It is unclear whether consumers are ready to embrace this practice. This study explores consumer attitudes toward fee-based online services. The results of the study indicate that consumers’ willingness to pay for online services is likely to be influenced by their perceived value of convenience these services provide, and by the extent to which they utilize these services. While consumers appear more willing to pay for services that are qualitatively better than free services, there is also indication that the belief remains …
Information Systems Service Quality Measurement: The Evolution Of The Servqual Instrument, Dwayne Whitten
Information Systems Service Quality Measurement: The Evolution Of The Servqual Instrument, Dwayne Whitten
Journal of International Technology and Information Management
Due to the increasing service component of information technology, service quality measurement has become increasingly important as IS practitioners attempt to increase service quality to customers. The measurement of service quality in IS evolved from the research done in the marketing literature. The SERVQUAL instrument has evolved to become the most commonly used measurement instrument in both IS and marketing. Although commonly used, the SERVQUAL instrument is not without criticism. This paper describes the SERVQUAL instrument, its criticisms and support, and finally the SERVPERF instrument, a variation of the SERVQUAL instrument which is an attempt at improving upon the SERVQUAL …
Steigerung Der Kundenbindung Durch Echtzeitmanagement, Hubert Oesterle
Steigerung Der Kundenbindung Durch Echtzeitmanagement, Hubert Oesterle
Hubert Oesterle
No abstract provided.