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2012 International Joint Conference on Service Sciences最新文献

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Business Process Modeling and Design of Smart Home Service System 智能家居服务系统的业务流程建模与设计
2012 International Joint Conference on Service Sciences Pub Date : 2012-05-24 DOI: 10.1109/IJCSS.2012.15
Hanchuan Xu, Yang Xu, Quanlong Li, Chen Lv, Y. Liu
{"title":"Business Process Modeling and Design of Smart Home Service System","authors":"Hanchuan Xu, Yang Xu, Quanlong Li, Chen Lv, Y. Liu","doi":"10.1109/IJCSS.2012.15","DOIUrl":"https://doi.org/10.1109/IJCSS.2012.15","url":null,"abstract":"Smart home service system is a new service application in the service computing and cloud computing environment. This paper discusses the issues of business process analysis, modeling and design for smart home service system. A new smart home idea is introduced, and the system architecture is proposed which is constructed on three networks: home IoT network, home service network and family social network. Home business processes are analyzed and classified, and then a BPMN-based home business process modeling method is presented with the procurement business being taken as an example to illustrate the modeling method. System function design is discussed at the end.","PeriodicalId":147619,"journal":{"name":"2012 International Joint Conference on Service Sciences","volume":"16 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-05-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126871738","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 7
From Customer Satisfaction to Emotions: Alternative Framework to Understand Customer's Post-consumption Behavior 从顾客满意到情绪:理解顾客消费后行为的替代框架
2012 International Joint Conference on Service Sciences Pub Date : 2012-05-24 DOI: 10.1109/IJCSS.2012.11
Jing Wang
{"title":"From Customer Satisfaction to Emotions: Alternative Framework to Understand Customer's Post-consumption Behavior","authors":"Jing Wang","doi":"10.1109/IJCSS.2012.11","DOIUrl":"https://doi.org/10.1109/IJCSS.2012.11","url":null,"abstract":"The current trend in marketing is to create engaging, extraordinary, and lasting customer experiences. Such experience goes beyond mere customer satisfaction and plays a fundamental role in determining the customers' preferences and purchase decisions. It is not sufficient to achieve customer satisfaction, but to consider its component experiences, intangible elements linked to the emotional value perceived by customers and the emotional and irrational side of customer behavior. The authors hold the view that building an integrated emotional framework to delineate consumers experience will further predict customer post-consumption behavior besides the traditional satisfaction rating. This review starts from literature concerning to customer satisfaction, afterwards from a psychological perspective states reasons why we need to study consumer emotions, and then briefly summarizes the existing empirical researches regarding how emotions affect consumer behavior. Finally, the authors introduce affect taxonomies that could be used for predicting customers' post-consumption behavior instead of customer satisfaction.","PeriodicalId":147619,"journal":{"name":"2012 International Joint Conference on Service Sciences","volume":"57 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-05-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125131359","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 8
Continued Use of Information Technology: A Synthesis and Future Directions 信息技术的持续使用:综合与未来方向
2012 International Joint Conference on Service Sciences Pub Date : 2012-05-24 DOI: 10.1109/IJCSS.2012.63
Yi Ding, K. Chai, Gloria Ng
{"title":"Continued Use of Information Technology: A Synthesis and Future Directions","authors":"Yi Ding, K. Chai, Gloria Ng","doi":"10.1109/IJCSS.2012.63","DOIUrl":"https://doi.org/10.1109/IJCSS.2012.63","url":null,"abstract":"Numerous studies have been conducted in the technology adoption domain. However, this is merely an initial step toward eventual success of an information technology (IT) system. Recent endeavour has increasingly shifted to continued IT use, or continuance, which is deemed essential to the survival of an IT system. In this article, a comprehensive review of studies on IT continuance has been conducted. Four major models have been identified: continuance as an extension of adoption, expectancy-disconfirmation theory, temporal updating mechanisms, and habit. It is now generally agreed that the first model is not readily applicable to IT continuance because most determinants of IT adoption are not robust predictors of continued use except for perceived usefulness. Other models present much higher explanatory power. Nonetheless, they have not tapped the emotional aspect over the course of IT use. Further investigation in this area is needed.","PeriodicalId":147619,"journal":{"name":"2012 International Joint Conference on Service Sciences","volume":"74 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-05-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115011619","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 3
An Evaluation Method of Standardization Level of Chain Operation and Its Application 连锁经营标准化水平评价方法及其应用
2012 International Joint Conference on Service Sciences Pub Date : 2012-05-24 DOI: 10.1109/IJCSS.2012.12
Jun Feng, Yunlai Zhang, Qian-jie Liu
{"title":"An Evaluation Method of Standardization Level of Chain Operation and Its Application","authors":"Jun Feng, Yunlai Zhang, Qian-jie Liu","doi":"10.1109/IJCSS.2012.12","DOIUrl":"https://doi.org/10.1109/IJCSS.2012.12","url":null,"abstract":"Standardization is the basic requirement of chain operation, it relates the chain's development speed and success. Calculation standardization level don't get enough attention. Referring to 6δ quality management theory, using discrete coefficient method and choosing some key factors from customer perspective which influenced performance of the chain as evaluation indexes, the paper established an evaluation method of standardization level for chain enterprise. The method was applied to catering industry and some valuable conclusions were obtained, and the method is proved of high application value.","PeriodicalId":147619,"journal":{"name":"2012 International Joint Conference on Service Sciences","volume":"41 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-05-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131965565","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
Empirical Analysis on Major Impact Factors of Civil Happiness Index under Current Public Service System in China: Beijing as an Example 当前中国公共服务体系下国民幸福指数主要影响因素实证分析——以北京市为例
2012 International Joint Conference on Service Sciences Pub Date : 2012-05-24 DOI: 10.1109/IJCSS.2012.45
Weixia Lv, Yonggui Wang, Jing Huang
{"title":"Empirical Analysis on Major Impact Factors of Civil Happiness Index under Current Public Service System in China: Beijing as an Example","authors":"Weixia Lv, Yonggui Wang, Jing Huang","doi":"10.1109/IJCSS.2012.45","DOIUrl":"https://doi.org/10.1109/IJCSS.2012.45","url":null,"abstract":"This article discusses and proves the impacts that the differences in housing condition, age, income, graduate degree and profession etc. have on citizens' happiness index, and further analyzes the difference performance. According to the empirical data, age, income and profession have major impacts on happiness index, while housing and graduate degree have no impacts. Through analyzing the reasons lying behind the differences, we find, at present, China has done a good job in building social security system for senior citizens. With stable endowment insurance, senior citizens have the strongest sense of happiness. Graduate degree has no decisive impact on happiness index, but the profession has great relation to happiness index. Those citizens with higher income are more likely to feel happy. Therefore, the government should make public administration more positive and effective by continuously lowering tax revenue level, raising wage and welfare, and cutting price, etc.","PeriodicalId":147619,"journal":{"name":"2012 International Joint Conference on Service Sciences","volume":"29 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-05-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132160091","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
Using SEE and SaaS-QUAL to Explore the Demand of CRM System 利用SEE和SaaS-QUAL探讨CRM系统的需求
2012 International Joint Conference on Service Sciences Pub Date : 2012-05-24 DOI: 10.1109/IJCSS.2012.46
Tung-Hsiang Chou, Wanjun Liu
{"title":"Using SEE and SaaS-QUAL to Explore the Demand of CRM System","authors":"Tung-Hsiang Chou, Wanjun Liu","doi":"10.1109/IJCSS.2012.46","DOIUrl":"https://doi.org/10.1109/IJCSS.2012.46","url":null,"abstract":"The evolution of and cloud computing over the past few years is potentially one of the major advances in the history of IT (Information Technology). Today, many organizations have been implemented information system to assist their daily operation and help it can do operation more efficient through improving information technology and communication technology. However, the management scope of organization is broader and business environment is harder to predict the competitive situation then before, it is not enough in implementing new information systems to assist these daily works. Therefore, the organization is trying to look for the suitable CRM service system provider and to expect the system can enhance their business process more flexibility as well as improving work more efficiency. For these reasons, this research utilizes SEE (Service Experience Engineering Approach) methodology, witch an rigorous development and design method of service, and combine with the SAAS-QUAL dimensions that integrate the SaaS of cloud computing and SERVQUAL scale to realize the design of customer's service. Drawing on SEE methodology, this research has derived some major insights into how does customer demand of CRM service system to affect organization's business process? Furthermore, the analysis result shows that the factors of customer's demand will affect the design of CRM service system providers.","PeriodicalId":147619,"journal":{"name":"2012 International Joint Conference on Service Sciences","volume":"30 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-05-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133251060","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 3
Does Back-Office Employee Satisfaction Affect Customer Satisfaction? An Empirical Examination 后台员工满意度是否影响顾客满意度?实证检验
2012 International Joint Conference on Service Sciences Pub Date : 2012-05-24 DOI: 10.1109/IJCSS.2012.48
Jinjin Hao, Q. Ma, Xin Zhao, Guangwei Fan
{"title":"Does Back-Office Employee Satisfaction Affect Customer Satisfaction? An Empirical Examination","authors":"Jinjin Hao, Q. Ma, Xin Zhao, Guangwei Fan","doi":"10.1109/IJCSS.2012.48","DOIUrl":"https://doi.org/10.1109/IJCSS.2012.48","url":null,"abstract":"This paper aims to investigate the relationship between back-office employee satisfaction and customer satisfaction. Based on the review of existing related theories, this paper puts forward a conceptual model and some hypotheses. The tests of the hypotheses use data from 359 back-office employees, 412 front-line employees and 723 customers across 90 restaurants. Employing statistics techniques of reliability analysis, validity analysis, and structural equation model analysis, empirical results show that back-office employee satisfaction has significant influence on customer satisfaction. Furthermore, back-office employee satisfaction is found to be the key factor to customer satisfaction, affecting customer satisfaction in both direct and indirect ways. The findings provide a deep insight into the academic research and enable practitioners to better understand back-office employees.","PeriodicalId":147619,"journal":{"name":"2012 International Joint Conference on Service Sciences","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-05-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130201656","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 0
The Study on the Impaction of Customer Service Needs on Customer Behaviors in E-Commerce Circumstances 电子商务环境下顾客服务需求对顾客行为的影响研究
2012 International Joint Conference on Service Sciences Pub Date : 2012-05-24 DOI: 10.1109/IJCSS.2012.13
Yi Li, Yuequan Yang
{"title":"The Study on the Impaction of Customer Service Needs on Customer Behaviors in E-Commerce Circumstances","authors":"Yi Li, Yuequan Yang","doi":"10.1109/IJCSS.2012.13","DOIUrl":"https://doi.org/10.1109/IJCSS.2012.13","url":null,"abstract":"Customer needs is always a hot topic in the marketing area. Under the force of competition, it is necessary for the companies to grasp the real customers needs After reviewing the classic theory models about customer needs, including Maslow hierarchy of needs theory, Herzberg's two-factor theory, McClelland Achievement Motivation Theory and Kano model, this study focuses on how customer service needs affect customer behaviors in the e-commerce circumstance. With the survey, the study finds out the construction of customer service needs in the e-commerce circumstance. Customer service needs compose of service attributes needs (SAN), social relationship needs (SRN), expectation needs (EPN) and exciting needs (EXN). Furthermore, this study also finds that exciting needs have a strong effect on customer satisfaction. In comparison, service attributes needs and expectation needs are the factors of customer loyalty. From the perspective of customer emotion, service attributes needs and exciting needs can arouse happy mood, but service attributes needs, social relationship needs and exciting needs contribute to improve wake-up emotions.","PeriodicalId":147619,"journal":{"name":"2012 International Joint Conference on Service Sciences","volume":"195 ","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-05-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"120930345","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 5
The Impact of Psychological Empowerment in Post-services 心理赋权在离职后的影响
2012 International Joint Conference on Service Sciences Pub Date : 2012-05-24 DOI: 10.1109/IJCSS.2012.40
Rong Chen, Longzhu Liu
{"title":"The Impact of Psychological Empowerment in Post-services","authors":"Rong Chen, Longzhu Liu","doi":"10.1109/IJCSS.2012.40","DOIUrl":"https://doi.org/10.1109/IJCSS.2012.40","url":null,"abstract":"The paper investigated the impact of psychological empowerment on quit intention and their mediators in post-services. By surveying 198 frontline post-service employees, we found that competence and job meaning have significant impact on quit intention, meanwhile competence exerts its influence through raising organization commitment. Job meaning exerts its impact on quit intention through organization commitment and emotion exhaustion, meanwhile the former has stronger mediation. Perceived influence can also raise emotion exhaustion. The Direct impacts of organization commitment and emotion exhaustion on quit intention are both significant. The study enriched the application of theories of psychological empowerment and employee satisfaction on post-services, and showed lights on the real management.","PeriodicalId":147619,"journal":{"name":"2012 International Joint Conference on Service Sciences","volume":"61 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-05-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126797233","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 1
The Influence of Trust and Commercial Friendship on Customer Retention: An Empirical Study of Banking 信任和商业友谊对客户保留的影响:银行业的实证研究
2012 International Joint Conference on Service Sciences Pub Date : 2012-05-24 DOI: 10.1109/IJCSS.2012.43
Jianhua Liu, Xihong Xu, Mo Zhang, Jiangang Du
{"title":"The Influence of Trust and Commercial Friendship on Customer Retention: An Empirical Study of Banking","authors":"Jianhua Liu, Xihong Xu, Mo Zhang, Jiangang Du","doi":"10.1109/IJCSS.2012.43","DOIUrl":"https://doi.org/10.1109/IJCSS.2012.43","url":null,"abstract":"Based on relationship marketing paradigm the trust mechanism of the impact of customer retention, trust are creatively divided into two dimensions of personal and enterprises, moreover it adds commercial friendship variable, then develops a structural equation model involving commercial friendship, trust of personal and enterprises and customer retention. The relationship among trust, commercial friendship and customer retention has been verified by empirical study from banking. Findings of this study provide not only theoretical guidance for marketing research, but also empirical evidences for marketing practices.","PeriodicalId":147619,"journal":{"name":"2012 International Joint Conference on Service Sciences","volume":"54 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-05-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128139820","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 1
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