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Service quality in public transportation services aligning the operations perspective with customer expectations

Fonseca, Filipa; Pinto, Sofia; Brito, Carlos
Fonte: Service quality in public transportation services–aligning the operations perspective with customer expectations Publicador: Service quality in public transportation services–aligning the operations perspective with customer expectations
Tipo: Conferência ou Objeto de Conferência
Publicado em //2010 Português
Relevância na Pesquisa
46.25711%
The main objective of this paper is to explore the alignment between the operations perspective of service quality and the customer expectations. In order to analyse this alignment, the concept and operational dimensions of service quality are revised, as well as the concept of customer expectations. A model is presented, with the purpose of exploring the mentioned relationship and to guide the empirical study. A metro company in Europe was the core of this exploratory case study.

Mobile Users and Service Experience Developers

Sarmento, Teresa; Patrício, Lia
Fonte: IPDMC Publicador: IPDMC
Tipo: Conferência ou Objeto de Conferência
Publicado em 25/04/2010 Português
Relevância na Pesquisa
36.44434%
Customer Experiences have become increasingly important as well as challenging to differentiate and add value to products and services. Experiences play a particularly important role in the emerging field of service development and design, as value is cocreated by customers through their interactions with service providers resulting in a unique contextual outcome (Stuart and Tax 2004; Mager 2009). Services are relational and require shared knowledge and background between a company and its costumers (Verhoef, Lemon et al. 2009). Therefore it is considered more difficult to create valuable service experiences when the company is not present (Sandstrom, Magnusson et al. 2009; Verhoef, Lemon et al. 2009), and some authors advocate further research to create memorable service experiences through the design of new interactive applications, its interfaces and its specific mobility (R.S. Subramanya 2007). This research contributes to a better understanding of user’ experience requirements in mobile services and to improve its incorporation into New Service Development. This article reports the results of two qualitative studies that explored experiential factors in mobile services covering regular users of mobile services and designers/developers’perspectives. The first study involved in-depth interviews and focus groups with 25 users of mobile phone services...

Mobile Service Experience Prototyping: A Holistic View of the Service Experience

Sarmento, Teresa; Patrício, Lia
Fonte: IPDMC Publicador: IPDMC
Tipo: Conferência ou Objeto de Conferência
Publicado em /08/2011 Português
Relevância na Pesquisa
36.457107%
Prototyping is a well-established practice in New Product Development. The increasing importance of New Service Development [NSD] and customer experiences has created a significant interest in Service Experience prototyping [SXP]. However, further research is still needed to better define SXP and how it differs from traditional views. This paper presents the results of an empirical study comparing traditional interface prototyping and SXP. Study results reveal significant differences in the inputs gathered from the two prototyping processes. Mobile Service Experiences bring new challenges to NSD and require an awareness of all the mobility aspects, especially for customer-journeys within self-service situations. Designers cannot control the entire experience as they cannot control all the service process. Some authors propose to take social interaction as a starting point and explore co-experience with prototypes. Though experience prototyping is a rather new method with relevant potential its application to services has not been fully explored. There is also authors who advocate that companies can promote trial experiences, involving simulated activity in a simulated setting, thus enabling customers to assess value-in-service. SXP is a form for testing that enables developers and customers to gain first-hand appreciation of a future service. It differs from the conventional prototyping tools...

Designing Mobile Service experiences, an exploratory study

Sarmento, Teresa; Patrício, Lia; Bártolo, José
Fonte: DeThinking Service ReThinking Design Publicador: DeThinking Service ReThinking Design
Tipo: Conferência ou Objeto de Conferência
Publicado em 24/11/2009 Português
Relevância na Pesquisa
46.287773%
This paper presents the results of an exploratory study on the relevance of experiential factors when using services. The multidisciplinary approach is stressed seeing that is an important contribution in terms of service design interfaces. The project aimed at identifying elements for designing service experiences and for contributing to an improved service design and testing process. The paper presents a study carried out on a group of participants in a creative training course on innovation. This study challenged participants to create a tool for modelling a new mobile loyalty service. Its main objective was the development and increase of this kind of experience tests instrument based on the interaction of several techniques.

Incorporating the customer experience along different iterative cycles of service design

Sarmento, Teresa; Patrício, Lia
Fonte: ServDes.2014 Service Future Publicador: ServDes.2014 Service Future
Tipo: Conferência ou Objeto de Conferência
Publicado em /04/2014 Português
Relevância na Pesquisa
46.371396%
The creative transition from understanding the customer experience to defining the service solution, from current situation to preferred future, is central to Service Design. However, the incorporation of customer experience factors can change along the different iterative cycles of service design. To address this challenge, this paper presents the results of a study of how the path of customer experience was followed, studied and incorporated along a mobile service development. Three iterative Service Design cycles enabled a holistic vision of the service and raised ‘customer experience’ awareness on the development team. Following a design research approach, experience factors were actively taken into account and incorporated along ideation and implementations cycles involving a total of 61 interviews. The research work contributes to Service Design by providing a global vision of the experiential changes, especially in mobile and technology based services. It describes the reframed situations working with experiences at each cycle of design, and making use of service design tools and methods at each moment.

Mobile Service Experience -­ a quantitative study

Sarmento, Teresa; Patrício, Lia
Fonte: AMAServsig2012 Publicador: AMAServsig2012
Tipo: Conferência ou Objeto de Conferência
Publicado em 12/04/2012 Português
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Incorporating Mobile service experiences into service design bring new challenges to service innovation and entails a consciousness of service specific characteristics in the mobile context. This is more relevant if we have in mind that these are customer – journeys with self-service situations. This paper presents the results of a quantitative study of mobile service experience. This quantitative study was based on a survey with users of a new mobile service for managing loyalty programs. Study results allow the identification of service experience dimensions. Based on this process a new measurement model is proposed for the customer experience factors and includes them into the design of new services. These results are important to understand the impact of some Mobile Experience factors on experience outcomes such as emotions, sensorial descriptors, attitudes, and social self-concept. Previous literature has conceptualized customer experience but empirical studies are still scarce. Helkkula (2011) charactherizes the service experience’s concept demonstrating the existence of empirical studies only as a outcome based. However, in order to better understand this concept, Verhoef et al. (2009) have developed a conceptual model that reveals the holistic influence of antecedents and moderators in the customer experience. Thus...

Modernizing human resource management : the importance of values-based leadership in the Canadian federal public service /

Morrison, Lori.
Fonte: Brock University Publicador: Brock University
Tipo: Electronic Thesis or Dissertation
Português
Relevância na Pesquisa
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Over the past several decades, many theories have been advanced as to why efforts to reform the public service have met with only limited success. Clearly, the role of leadership with respect to reform must be examined, since successful organizational leaders should be extremely accomplished in the promotion and protection of the values that underlie decision-making. The issue of effective leadership is particularly significant for the future of the public service of Canada. Large numbers of public servants in the executive ranks are due to retire within the next five years. Given their central role, it is vital that there be enough dedicated and committed public servants to staff future vacancies. It is also essential that future public service leaders possess the competencies and values associated with a world-class public service and, a new type of public organization. Related to this point is the importance of people-management skills. People management in the public service is an issue that has historically faced - and will continue to face - major challenges with respect to recruiting and retaining the leaders it requires for its continued success. It is imperative that the public service not only be revitalized and be seen as an employer of choice...

Service science: an empirical study on the socio-technical dynamics of public sector service network innovation

Carroll, Noel
Fonte: University of Limerick Publicador: University of Limerick
Tipo: info:eu-repo/semantics/doctoralThesis; all_ul_research; ul_published_reviewed; ul_theses_dissertations
Português
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peer-reviewed; Services comprise of socio-technical (human and technological) factors which exchange various resources and competencies. Service networks are used to transfer resources and competencies, yet they remain an underexplored and ‘invisible’ infrastructure. Service networks become increasingly complex when technology is implemented to execute specific processes to deliver a service. This ultimately adds to the complexity of a service environment, making it one of the most difficult environments to examine and manage. In response to the growing importance placed on understanding these complexities, the field of ‘Service Science’ has emerged to guide the effective design, implementation, and management of service systems. Although Service Science calls for more theoretical focus on understanding complex service systems, few efforts have surfaced which apply a new theoretical lens on understanding the underlying trajectories of socio-technical dynamics within a service system. Despite the burgeoning number of studies on public service sector information systems, none of these research efforts focus on the dynamic relationship between technology and its impact on the assemblage-like configuration of service relational structures. The main objective of this research is to examine how does the introduction of technology impact on service relationships in the service network. This empirical research explores an academic service network...

Is Class I Top Tier? Can the Civil Service be a Key to Progress in Bangladesh?

World Bank
Fonte: Washington, DC Publicador: Washington, DC
Português
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36.43944%
The purpose of this study is to help the government of Bangladesh establish a more effective and efficient civil service to move the country toward its goals for social and economic development. The report begins by examining the scope of previous civil service reform initiatives in Bangladesh and the reasons why their track record has been so poor. This investigation focuses on civil service management practices, such as recruitment, training, performance evaluation, promotion, and career management. The rules and practices guiding these elements of personnel management most directly affect civil servants behavior and their approach to their tasks. Although Bangladesh s civil service comprises nearly a million officials, this study is deliberately restricted to a small group - the Class I officers, who make up only 10 percent of the civil service. This group is at the tip of the civil service pyramid; it has the potential to function as the spearhead of reform. The study makes two major recommendations: Give additional emphasis to merit in managing the civil service; and focus on the fundamentals of civil service reform...

Service Management Concepts: Implications for Hospitality Management

Haywood, K. Michael
Fonte: FIU Digital Commons Publicador: FIU Digital Commons
Tipo: Artigo de Revista Científica Formato: application/pdf
Português
Relevância na Pesquisa
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In - Service Management Concepts: Implications for Hospitality Management – a study by K. Michael Haywood, Associate Professor, School of Hotel and Food Administration, University of Guelph, Ontario, Canada, Associate Professor Haywood initially proffers: “The study and application of hospitality management has progressed on its own for many years; however, managers are not immune to the knowledge gained from study of other service industries. The author synthesizes what is happening in the area of service management, looks at its relevance to hospitality management, and identifies a few important implications of service management for hospitality managers.” The author draws a distinction between non-denominated service management, and service management as it applies to the hospitality industry. This is done to make an apparent comparison, as many people would assume the two are one in the same. They are not, and the contrast works well here. “While much of what we already know about effective management applies to service industries, some of the traditional concepts of management are inadequate in solving the problems faced by service businesses,” Haywood points out. “If a body of knowledge to be known as service management already exists...

Legislative history of the Civil Service Reform Act of 1978; Civil Service Reform Act of 1978

United States -- Congress. -- House. -- Committee on Post Office and Civil Service
Fonte: U.S. G.P.O.; U.S. G.P.O. ( Washington, D.C ) Publicador: U.S. G.P.O.; U.S. G.P.O. ( Washington, D.C )
Tipo: Artigo de Revista Científica Formato: 2 v. (iii, 2016 p.) : ; 23 cm.
Publicado em //1979 Português
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At head of title: 96th Congress, 1st session. Committee print. Committee print no. 96-2.; "March 27, 1979."; (Statement of Responsibility) Committee on Post Office and Civil Service, House of Representatives.

Public Service Reform in Kiribati

Public Service Office
Fonte: Universidade Nacional da Austrália Publicador: Universidade Nacional da Austrália
Tipo: Conference paper Formato: 31900 bytes; application/pdf
Português
Relevância na Pesquisa
46.287773%
Public Service Reform is a planned intervention to raise the level of public service performance. It must have carefully defined goals and a strategy to attain those goals. The ultimate aim of Public Service Reform in Kiribati is to see remarkable improvements in public service outputs, such as more effective and responsive services delivery.; no

The effect of accent of service employee on customer service evaluation

Rao Hill, S.; Tombs, A.
Fonte: Emerald Group Publishing Ltd Publicador: Emerald Group Publishing Ltd
Tipo: Artigo de Revista Científica
Publicado em //2011 Português
Relevância na Pesquisa
36.43373%
Purpose – The primary objective of this paper is to investigate the attitudes, feelings and perceptions of Australian consumers towards service frontline employees with accents that differ from Standard Australian English, taking into consideration service-country image and customer emotions. Design/methodology/approach – This paper reports on a qualitative study designed to uncover the attitudes and perceptions of Australians towards service personnel with foreign accents. Findings – The findings revealed that hearing a service provider with a foreign accent, particularly in services encounters without face-to-face contacts, often evokes a negative predisposition to certain accents, reduces the customers’ level of tolerance and increases the perception of the service provider’s lack of understanding. This negative stereotype bias seems to be moderated by the accent (a proxy of ethnicity) and service-country image and influenced by customer emotions in the service interaction. Research limitations/implications – Future studies could also use a controlled experimental design where accent could be used as a sensory cue to further test the validity and reliability of the current findings while controlling for factors such as ethnic background...

Antecedents of service climate: local vs. foreign service firms in an emerging market context.

Hoang, Hung Trong
Fonte: Universidade de Adelaide Publicador: Universidade de Adelaide
Tipo: Tese de Doutorado
Publicado em //2014 Português
Relevância na Pesquisa
36.472476%
Service climate has attracted attention from both academics and practitioners in recent years. However, there exist two major research gaps in this literature domain. First, service climate research to date has predominantly focused on its outcomes, with few studies investigating its antecedents. These few studies have primarily relied on a resource-based approach and have focused on certain organisational resources and practices that can enhance service climate. Second, there is limited knowledge of how service firms foster a service climate in emerging markets where much of the economic growth is currently occurring. Therefore, this study seeks to gain a more comprehensive understanding of (1) the antecedents of service climate and (2) the extent to which service firms, both local and foreign-owned, create a favourable service climate in an emerging market. The broad research problem investigated in this study is: How do service firms, local and foreign-owned, create a favourable service climate in an emerging market context? To examine the broad research problem, this study draws upon the resource-based view, social exchange theory and the eclectic paradigm to address the following two research questions: Research question 1: What are the antecedents of service climate in an emerging market context? How do the antecedents interact and influence service climate? Research question 2: How do service climate and its antecedents differ between local and foreign service firms in an emerging market context? How do the antecedents influence service climate differently across the ownership types? To address these research questions...

Critical Administrative Constraints to Service Delivery : Improving Public Services in Afghanistan's Transformational Decade

World Bank
Fonte: Washington, DC Publicador: Washington, DC
Tipo: Publications & Research; Publications & Research :: Working Paper
Português
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36.430508%
Since 2001, the Afghan population's access to basic services has greatly improved in nearly all sectors. School enrolment has increased sharply, with over eight million children currently enrolled in school, of which 39 percent are girls. Current strategies for improving sub-national service delivery focus on delegating greater authority to provincial and district administrations. This report aims to identify administrative constraints in three key sectors of public service delivery, education, health and agricultural extension services. The analysis follows the service delivery chain, from central to provincial, through district to community level, and is particularly concerned to examine service delivery in these three sectors through the window of sub-national governance and its relations to the service delivery mandates of line ministries. The study provides the Government of Afghanistan with recommendations on how to alleviate critical constraints to service delivery at sub-national levels on a sustainable basis...

Lao PDR - Civil Service Pay and Compensation Review : Attracting and Motivating Civil Servants

World Bank
Fonte: World Bank Publicador: World Bank
Tipo: Economic & Sector Work :: Other Poverty Study
Português
Relevância na Pesquisa
36.455603%
Lao PDR is at a point on its development trajectory where strategic attention to administrative performance is crucial. An efficient and high-performing civil service, with the compensation and human resource management systems to attract and motivate qualified personnel, will be essential to Lao PDR's development efforts. The ministerial-level Public Administration and Civil Service Authority (PACSA) is currently spearheading the drafting of a comprehensive new civil service management strategy that will be implemented over the period 2010-2020, with a number of important reforms to strengthen the civil service anticipated to take place within the next five years. Key objectives include improvements in human resource policies and planning, salary reform, and enhanced performance management. In order to present as comprehensive a picture as possible of the Lao civil service pay and compensation system, and its strengths and challenges, this report comprises four chapters. The first characterizes the Lao civil service in perspective. The second examines how civil servants are compensated. The third assesses whether they are compensated adequately. The fourth summarizes civil servants own characterization of their incentives in both compensation- and non-compensation-related terms. A brief conclusion points to a set of principles for civil service reform and outlines three sequenced steps toward achieving a more rational civil service pay and grading system.

Development and Automatic Monitoring of Trust-Aware Service-Based Software

Uddin, Mohammad Gias
Fonte: Quens University Publicador: Quens University
Tipo: Tese de Doutorado Formato: 728614 bytes; application/pdf
Português
Relevância na Pesquisa
36.43373%
Service-based software can be exploited by potentially untrustworthy service requestors while providing services. Given that, it is important to identify, analyze the trust relationships between service providers and requestors, and incorporate them into the service-based software. Treating trust as a nonfunctional requirement (NFR) during software development and monitoring allows clarifying these relationships and measuring the trustworthiness of service requestors. This analysis is facilitated by incorporating trust scenarios and trust models into the software. A trust scenario describes a trust relationship between interested parties based on a specific context. A trust model provides trust equations to measure the trustworthiness of service requestors based on the analysis of service-based interactions. Although much research has been devoted to monitor service quality, to date, no approach has been proposed to develop and automatically monitor service providing software from trust perspectives. In this thesis, we propose a trust-aware service-based software development framework which utilizes our proposed Unified Modeling Language (UML) extension called UMLtrust (UML for trust scenarios)to specify the trust scenarios of a service provider and incorporates our developed trust model called CAT (Context-Aware Trust) into the software to calculate the trustworthiness of service requestors. The trust scenarios are converted to trust rules to monitor service-based interactions. A service requestor is penalized for the violation of a trust rule and rewarded when no rule is violated. The trustworthiness of the requestor is then calculated (using the equations of CAT) based on the current request...

Le Service à la famille de l'organisme Dans la rue : points de vue et expériences de jeunes qui y ont fait appel

Jastremski, Mélanie
Fonte: Université de Montréal Publicador: Université de Montréal
Tipo: Thèse ou Mémoire numérique / Electronic Thesis or Dissertation
Português
Relevância na Pesquisa
36.468486%
Malgré l’intérêt accru du public et de la recherche durant les deux dernières décennies pour le phénomène des jeunes de la rue, certains aspects de leurs réalités sont encore peu examinés et mal connus. L’un de ces aspects concerne la parentalité. Pour mieux comprendre les besoins des jeunes en situation de rue qui sont parents ou en voie de l’être et comprendre dans quelle mesure un service s’adressant spécifiquement à eux arrive à y répondre, cette étude a cherché à décrire et comprendre l’expérience d’utilisation du Service à la famille de l’organisme Dans la rue, telle que vécue par des jeunes qui s’y sont adressés. Plus précisément, les objectifs étaient de : situer le Service à la famille dans la démarche de recherche d’aide des jeunes; comprendre ce qui amène un jeune à utiliser le Service à la famille et les activités qui y sont offertes; décrire l’expérience d’utilisation du service; connaître la perception qu’en ont les jeunes; et estimer leur appréciation du service. Pour ce faire, des entrevues semi-dirigées par téléphone ont eu lieu avec neuf jeunes ayant eu un suivi au Service à la famille, au cours desquelles certains thèmes ont été explorés : la recherche d’aide en lien avec la situation parentale...

Apalachicola National Forest (Apalachicola-Wakulla Ranger Districts), Florida Tallahassee Merdian 1980. U.S. Department of Agriculture, Forest Service compiled by the U.S. Forest Service, Region 8, Atlanta, Georgia

United States -- Forest Service. -- Southern Region; Geometronics Service Center (U.S.)
Fonte: The Service ( Atlanta Ga ) Publicador: The Service ( Atlanta Ga )
Tipo: cartographic Formato: 1 map : col. ; 64 x 67 cm., folded to 23 x 11 cm.
Publicado em //1980 Português
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Relief shown by spot heights.; "Land status current as of September, 1980."; "Tallahassee meridian."; Includes location map, "Recreation sites", and "Index to Geological Survey topographic maps."; "Forest Service map class A."; (Funding) Funded in part by the University of Florida, the Florida Heritage Project of the State University Libraries of Florida, the Institute for Museum and Library Services, and the U.S. Department of Education's TICFIA granting program.

Evidences from link between quality and loyalty in eservice: an empirical study; Evidences from link between quality and loyalty in e- service: an empirical study; Evidences from link between quality and loyalty in eservice: an empirical study

De Oliveira, Rômulo Carvalho; UA
Fonte: Universidade Federal Fluminense - LATEC Publicador: Universidade Federal Fluminense - LATEC
Tipo: info:eu-repo/semantics/article; info:eu-repo/semantics/publishedVersion; ; ; ; Formato: application/pdf
Publicado em 27/05/2009 Português
Relevância na Pesquisa
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There has been a lot of research validating the link between service quality and customerloyalty in traditional (bricks-and-mortar) services. However, despite the strong growth of eservicesin recent years, there is still little rigorous empirical research examining this link insuch settings. The interest in examining this link in an e-service setting is in validating eservicequality as a lever that managers of e-service operations can employ to drivecustomer loyalty and, ultimately, profitability. Based on data from an online questionnaire ofcustomers of an e-banking service, this study employs structural equation modelling toexamine the link between web site quality and customer loyalty. We found a strong andsignificant link between the two constructs, suggesting that this relationship also holds in eservicesettings. This is an important result, given that loyalty has been generally consideredharder to achieve in e-services than in traditional services.; There has been a lot of research validating the link between service quality and customerloyalty in traditional (bricks-and-mortar) services. However, despite the strong growth of eservicesin recent years, there is still little rigorous empirical research examining this link insuch settings. The interest in examining this link in an e-service setting is in validating eservicequality as a lever that managers of e-service operations can employ to drivecustomer loyalty and...