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2009 6th International Conference on Service Systems and Service Management最新文献

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An enterprise architecture approach to building a service-oriented enterprise 用于构建面向服务的企业的企业体系结构方法
2009 6th International Conference on Service Systems and Service Management Pub Date : 2009-06-08 DOI: 10.1109/ICSSSM.2009.5174972
Minder Chen, Y.-P.J. Chi, Hsing-Chiu Li
{"title":"An enterprise architecture approach to building a service-oriented enterprise","authors":"Minder Chen, Y.-P.J. Chi, Hsing-Chiu Li","doi":"10.1109/ICSSSM.2009.5174972","DOIUrl":"https://doi.org/10.1109/ICSSSM.2009.5174972","url":null,"abstract":"Several frameworks have been developed to assist the analysis of service management systems. However, most of these frameworks only capture limited aspects of a service-oriented enterprise. This paper first reviews several popular service management frameworks. An enterprise architecture approach that is commonly used in information systems planning has been adapted to integrate various service management frameworks and tools, as well as to support the planning and documentation of a service-oriented enterprise. The proposed service-oriented enterprise architecture (SOEA) includes the following aspects: service, process, people, information, and motivation. Each aspect can be viewed from a strategic, tactical, and operational level. The mapping of the conceptual constructs of existing service management frameworks to the proposed SOEA is discussed in detail.","PeriodicalId":287881,"journal":{"name":"2009 6th International Conference on Service Systems and Service Management","volume":"118 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2009-06-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130170039","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: 4
Strategic improving actions based on the refined analysis of service and quality attributes 基于对服务和质量属性的精细化分析的战略改进行动
2009 6th International Conference on Service Systems and Service Management Pub Date : 2009-06-08 DOI: 10.1109/ICSSSM.2009.5174851
Ching-Chow Yang
{"title":"Strategic improving actions based on the refined analysis of service and quality attributes","authors":"Ching-Chow Yang","doi":"10.1109/ICSSSM.2009.5174851","DOIUrl":"https://doi.org/10.1109/ICSSSM.2009.5174851","url":null,"abstract":"In the competitive business environment, customers are increasingly seeking quality products, excellent service, low price, and perceived value for money. The present study proposes a strategic improving action model based on the combination of refined Kano's model and customers' satisfaction level. This integrated model can provide the guidance for service industries to offer customers enhanced value through lower prices while maintaining high quality. The model also provides decision guidance on prioritising improvements in various service items or attributes by taking into account the importance-satisfaction model and the frequency of use of service items,. The practical application of the proposed model is demonstrated empirically in a case study of a five-star hotel in Taiwan. The study concludes that strategic improving decisions based on the composition of service modules can simultaneously enhance service quality and increase the customer value for the service industries.","PeriodicalId":287881,"journal":{"name":"2009 6th International Conference on Service Systems and Service Management","volume":"121 6","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2009-06-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114087261","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
What is the valuable service quality gap for improving customer satisfaction? 提高顾客满意度的有价值的服务质量差距是什么?
2009 6th International Conference on Service Systems and Service Management Pub Date : 2009-06-08 DOI: 10.1109/ICSSSM.2009.5174891
Shu-Ping Lin, Lu-Fang Chen, Ya-Hui Chan
{"title":"What is the valuable service quality gap for improving customer satisfaction?","authors":"Shu-Ping Lin, Lu-Fang Chen, Ya-Hui Chan","doi":"10.1109/ICSSSM.2009.5174891","DOIUrl":"https://doi.org/10.1109/ICSSSM.2009.5174891","url":null,"abstract":"Gap analysis (GA) is one of the most popular techniques which has been widely used to help businesses make service quality improvement decisions to improve customer satisfaction. However, an assumption of linear relationship between attribute performance and customer satisfaction underlies the application of GA and was challenged while comparing with the Kano's two-dimensional model which indicated the possible phenomenon of non-linear relationship between attribute performance and customer satisfaction. Therefore, the main purpose of this research is to revise GA by redefining service quality gap and building its evaluating function through Kano's two-dimensional conception with the application of BPNN technique. To confirm the applied validity of this new GA technique, the original GA was performed to compare with the new one by an empirical study on Taiwanese HR service agency. Results showed that the impact of each service quality gap on improving customer satisfaction can be clarified by new GA technique. This implicates that new GA technique can be considered as a valuable decision-making tool for enhancing customer satisfaction more effectively.","PeriodicalId":287881,"journal":{"name":"2009 6th International Conference on Service Systems and Service Management","volume":"226 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2009-06-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116326766","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: 4
Customer relationship risk identification in Knowledge-Intensive Business Service based on knowledge gaps 基于知识缺口的知识密集型业务服务客户关系风险识别
2009 6th International Conference on Service Systems and Service Management Pub Date : 2009-06-08 DOI: 10.1109/ICSSSM.2009.5174967
Cunlu Zhang, Xiangfang Zhu
{"title":"Customer relationship risk identification in Knowledge-Intensive Business Service based on knowledge gaps","authors":"Cunlu Zhang, Xiangfang Zhu","doi":"10.1109/ICSSSM.2009.5174967","DOIUrl":"https://doi.org/10.1109/ICSSSM.2009.5174967","url":null,"abstract":"During the process of Knowledge-Intensive Business Service (KIBS), if the knowledge required is provided insufficiently, untimely and inappropriately, the performance of KIBS will be affected significantly. In this paper, the characteristics of KIBS are analyzed; the relationship between the knowledge gaps and customer relationship risk of KIBS is discussed. Based on the knowledge gap model of KIBS, the seven major knowledge gaps and corresponding causes which exist during the process of KIBS are put forward. Several relevant suggestions are provided to improve KIBS customer relationship risk management performance.","PeriodicalId":287881,"journal":{"name":"2009 6th International Conference on Service Systems and Service Management","volume":"42 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2009-06-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132054842","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
Factors that influence offspring intentions to join the family businesses: Evidence from Zhejiang, China 影响后代加入家族企业意愿的因素:来自中国浙江的证据
2009 6th International Conference on Service Systems and Service Management Pub Date : 2009-06-08 DOI: 10.1109/ICSSSM.2009.5174854
X. Wang, Shenghua Jia
{"title":"Factors that influence offspring intentions to join the family businesses: Evidence from Zhejiang, China","authors":"X. Wang, Shenghua Jia","doi":"10.1109/ICSSSM.2009.5174854","DOIUrl":"https://doi.org/10.1109/ICSSSM.2009.5174854","url":null,"abstract":"Succession is vital for the survival of family businesses. Recent research reveals that while the incumbent often avoids preparation for succession, he generally assumes and desires his son or daughter will join and take over the firm one day. However, the offspring intentions are unknown. This study explored the intentions of 18–28 year-old university students in seeking employment and the reasons for which they would join the firm in Zhejiang Province, China. The data from 103 participants showed that only 36 percent of the participants intended to join their parents' businesses. The empirical results demonstrated the important relationship between firm size and offspring intentions, and found no such relationship between offspring birth-order or gender and offspring intentions. Self-actualization needs and business development expectation were the most two important factors that influenced the participants' intentions. Based on these findings recommendations for successful succession were offered.","PeriodicalId":287881,"journal":{"name":"2009 6th International Conference on Service Systems and Service Management","volume":"101 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2009-06-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133305867","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
Credit card customer churn prediction based on the RST and LS-SVM 基于RST和LS-SVM的信用卡客户流失预测
2009 6th International Conference on Service Systems and Service Management Pub Date : 2009-06-08 DOI: 10.1109/ICSSSM.2009.5174892
Ning Wang, Dong-xiao Niu
{"title":"Credit card customer churn prediction based on the RST and LS-SVM","authors":"Ning Wang, Dong-xiao Niu","doi":"10.1109/ICSSSM.2009.5174892","DOIUrl":"https://doi.org/10.1109/ICSSSM.2009.5174892","url":null,"abstract":"The credit card business in the bank possesses high risk and high profit. How to control the customer churn of credit card has already become the problem to solve in the urgent need. In order to support the bank to reduce churn rate, we need to predict which customers are high risk of churn and optimize their marketing intervention resource to prevent as many customers as possible from churning. Considering the shortcomings of conventional prediction methods, Rough Set Theory (RST) and Least Squares Support Vector Machine (LS-SVM) is adopted to establish the prediction model of credit card customer churn, which could predict the customer churn efficiently and effectively. Predicting the tendency of customer churn according to LS-SVM will provide a scientific guide for the credit card customer marketing of the bank.","PeriodicalId":287881,"journal":{"name":"2009 6th International Conference on Service Systems and Service Management","volume":"15 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2009-06-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"134034296","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: 9
Staged entrepreneurship performance in service industry and the role of corporate social capital 服务业阶段创业绩效与企业社会资本的作用
2009 6th International Conference on Service Systems and Service Management Pub Date : 2009-06-08 DOI: 10.1109/ICSSSM.2009.5174876
Jing Pan, Haobai Wang, Xin-Zhi Tong
{"title":"Staged entrepreneurship performance in service industry and the role of corporate social capital","authors":"Jing Pan, Haobai Wang, Xin-Zhi Tong","doi":"10.1109/ICSSSM.2009.5174876","DOIUrl":"https://doi.org/10.1109/ICSSSM.2009.5174876","url":null,"abstract":"Service industry in China has entering a period of fast growth and has been regarded as the most robust industry in China because of the high added value and relative bigger market. So entrepreneurship in this industry becomes a very popular phenomenon in recent years. The main purpose of this study is to explore the effect of corporate social capital in different stage of service industry entrepreneurship. This paper extends earlier research with focusing on service industry and with statistical analysis. By interviewing 231 enterprises from service industry, this study employs the method of statistical analysis to find out the effect of two kinds of corporate social capital on different 4 stages of entrepreneurship. The results indicate that social capital does positive effect in 4 stages of entrepreneurship like other industries , but in growth stage cognitive social capital does not has relationship with entrepreneurship performance, some reasons for the results are discussed.","PeriodicalId":287881,"journal":{"name":"2009 6th International Conference on Service Systems and Service Management","volume":"4 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2009-06-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121868411","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
An analysis on types and business activities of farmer middlemen in strawberry production-a case study 草莓生产中农民中间商的类型及经营活动分析——以草莓生产为例
2009 6th International Conference on Service Systems and Service Management Pub Date : 2009-06-08 DOI: 10.1109/ICSSSM.2009.5174964
Guowei Wan, G. Ji, Xiaoyan Shang, Abe Jun
{"title":"An analysis on types and business activities of farmer middlemen in strawberry production-a case study","authors":"Guowei Wan, G. Ji, Xiaoyan Shang, Abe Jun","doi":"10.1109/ICSSSM.2009.5174964","DOIUrl":"https://doi.org/10.1109/ICSSSM.2009.5174964","url":null,"abstract":"Among all the types of distributors who play different roles in the vegetables and fruits distribution system, farmer middlemen have attracted increasing attention. Farmer middlemen, who hold more than 80% of the market in strawberry distribution in Jiande Strawberry Wholesale Market located in Xutang village, have fulfilled a very important function in the distribution process. The paper takes farmer middlemen in this village as a case study to clarify their types and highlight their function through systematically analyzing their business activities. Farmer middlemen's limitations and development tendency are also analyzed in the end.","PeriodicalId":287881,"journal":{"name":"2009 6th International Conference on Service Systems and Service Management","volume":"35 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2009-06-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125156445","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
Response to the disruption of supply chain with effort dependent demand 以努力依赖需求来应对供应链的中断
2009 6th International Conference on Service Systems and Service Management Pub Date : 2009-06-08 DOI: 10.1109/ICSSSM.2009.5174939
Gang Tian, Nan Li
{"title":"Response to the disruption of supply chain with effort dependent demand","authors":"Gang Tian, Nan Li","doi":"10.1109/ICSSSM.2009.5174939","DOIUrl":"https://doi.org/10.1109/ICSSSM.2009.5174939","url":null,"abstract":"On the premise of one supplier and one retailer supply chain facing stochastic effort dependent demand, this paper analyzes the impact of effort factor on supply chain collaboration and proves the normal revenue-sharing contract can not coordinate the supply chain. Hence, the paper establishes a coordination mechanism with effort cost sharing to restore the coordination of supply chain. Furthermore, It proves this coordination may be broken off by an emergent event, which may make the demand disruptions. Then the paper proposes an adjusted revenue- sharing contract which has anti-disruption ability as an optimal strategy for supply chain to the disruption. Finally, the paper gives an numerical example to illustrate the model and the solution process.","PeriodicalId":287881,"journal":{"name":"2009 6th International Conference on Service Systems and Service Management","volume":"2 1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2009-06-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126144420","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
Application of RFID technology in manufacture of household electrical appliances RFID技术在家用电器制造中的应用
2009 6th International Conference on Service Systems and Service Management Pub Date : 2009-06-08 DOI: 10.1109/ICSSSM.2009.5174978
Hui Tan
{"title":"Application of RFID technology in manufacture of household electrical appliances","authors":"Hui Tan","doi":"10.1109/ICSSSM.2009.5174978","DOIUrl":"https://doi.org/10.1109/ICSSSM.2009.5174978","url":null,"abstract":"First of all, the article introduces the problems existing in the traditional manufacture of household electrical appliances. Aiming at the characteristics of RFID technology for the production characteristics of household electrical appliances, the article expatiates the operational principles of applying RFID technology in the manufacture industry to improve production efficiency in details. Through integrated application based on RFID technology, network technology and wireless communication technology, a structure of RFID application system facing the management of production line of household electrical appliances has been established for enterprises. Functional modules of the application system have been described according to the structural requirements.","PeriodicalId":287881,"journal":{"name":"2009 6th International Conference on Service Systems and Service Management","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2009-06-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130459326","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
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