Ensure Quality Of Service Research Articles

Doctor' s bag for House Call for Adults - Proposals

House calls are an important part of medical practice in Switzerland and help reducing the need for emergency room visits. To ensure quality service, the content of the doctor' s bag must be adapted to home practice: Enough to deal with a variety of clinical situations, while sufficiently limited to remain portable. We offer here an updated doctor' s bag content, focusing on the resources needed for diagnosis and treatment. We distinguish between basic items and additional resources that can be used for extended care, particularly in regions with no local health resources.

Employability skills as perceived by hotel employees: An overview

Background: The hotel industry is labor-intensive. Both technical and behavioral aspects of quality are considered to ensure service quality and customer satisfaction among the internal and external customers as a whole, creating a competitive advantage. Significance: Recruiting and selecting the right people is paramount to the success of the hospitality industry in the sense that the best delivery will be enhanced if proper procedures are used and the right people are selected who can handle their tasks to the best satisfaction of the customer. Method: The goal of the research was to explore the recruiting and selection practices/methods used in the hotel industry, as well as their employability. The study aims to explore the differences in the mix of recruitment and selection methods implemented in 4- and 5-star and different category hotels. As an enterprise, HRD comprises change, learning, and performance. Results: Based on the findings, it is imperative to invest in human resources as a capital asset to boost staff entities in terms of knowledge and capabilities, thereby contributing to better service quality and enhanced customer satisfaction. This would help fulfil the organizations’ objectives. Conclusion: The study concludes that the selected candidates are being analyzed properly and effectively. It is very important to note that the results of this study cannot be generalized as it deals with a restricted clientele, and this could only add on variables and instances to form a common standpoint for the other hotel managers.

Emotional Alchemy in Hospitality: Transforming Discontent to Delight through Servant Leadership and Strategic Emotional Labor in Hotel Service Recovery Performance

Hotel service dissatisfaction necessitates recovery for sustainable operations. Frontline employees, crucial for customer interactions, ensure quality service delivery and bear responsibility for rectifying service failures. Swift service complaint resolution is customer’s priority, with leader support impacting emotional labor and performance outcomes. This study explores servant leadership's vital role in fostering an environment where employees feel valued, contributing to successful service recovery. Employing SPSS, AMOS, and SEM, this study empirically extends existing leadership literature by exploring the uncharted relationship between servant leadership and service recovery performance within an underdeveloped nation's hotel industry, significantly contributing to the conservation of resource theory. Using a comprehensive survey of 625 frontline employees, findings of the study reveal servant leadership's positive impact on deep acting and negative effect on surface acting. The study confirms servant leadership fosters deep acting, positively influencing service recovery. Grounded in the conservation of resources theory, it proves hotels with servant leadership exhibit effective service recovery. This research contributes theoretically by linking emotional labor to the servant leadership and service recovery performance relationship, demonstrating its impact on genuine customer interaction restoration.

ФАКТОРИ ВПЛИВУ НА ЯКІСТЬ НАДАННЯ ПОСЛУГ ГОТЕЛЬНИМИ МЕРЕЖАМИ

Given the dynamics of economic, political, social, and environmental processes in the globalised world, a number of unresolved spectrums of internal and external influences are emerging on the hotel business. The issues of quality of hotel services and, accordingly, identification and consideration in the hotel business of the factors influencing the quality of service provision by hotel chains remain a priority under any circumstances, which determines the relevance of this study, in particular, with regard to the conditions for meeting quality standards and satisfying consumer needs in crisis conditions, conditions of uncertainty, and the urgency of resolving certain issues related to providing guests with appropriate conditions of basic and additional services and maintenance. The article is aimed at considering and formulating, on the example of hotel enterprises in Ukraine, the essence and significance of factors influencing the quality of service provision by hotel chains in the current business environment. The object of the study is the factors influencing the quality of service provision by hotel chains. The subject of the study is a set of theoretical and methodological foundations for determining the essence and peculiarities of determining and taking into account in economic activity the factors influencing the quality of service provision by hotel chains. The scientific novelty of the study is to summarize the arguments for determining the level of influence of various factors on the quality of service provision by hotel chains in Ukraine under martial law. Methodology and research methods. A number of methods have been used to reveal the topic of the research, the main of which are the methods of observation and comparison, synthesis and analysis, statistical; graphical and tabular techniques. The article summarizes the arguments on the expediency of determining the essence of the factors influencing the quality of service provision by hotel chains and taking into account their features in the context of the crisis in the Ukrainian economy. The article systemises scientific theoretical, methodological, analytical and applied principles concerning regulatory requirements to the quality of hotel services, as well as conditions for ensuring quality service by hotel chains. The results of the study may be of interest and use to a wide range of hospitality industry professionals, as well as higher education students studying in the fields of tourism and hotel and restaurant business.

Enhancing Customer E-Loyalty and E-WOM: The Role of Electronic and Non-Electronic Service Quality and Customer Satisfaction (PLN Mobile Application)

This study examines the relationships between six constructs: e-service quality, customer e-satisfaction service quality, customer satisfaction, customer e-loyalty, and electronic word-of-mouth (EWOM). The study collected data from 452 respondents who are customers of PLN and have used the PLN Mobile application. The study found that customer e-loyalty can be directly and indirectly influenced by service and e-service quality. Both customer satisfaction and e-satisfaction can mediate the influence of service quality and e-service quality on customer e-loyalty. Therefore, PLN needs to ensure service quality (both through the application and field personnel) and customer satisfaction with the services provided to enhance customer satisfaction and foster electronic loyalty, encouraging customers to continue using the PLN Mobile application. The study also reveals that customer e-loyalty positively and significantly influences EWOM.

A Multi-Swarm PSO Approach to Large-Scale Task Scheduling in a Sustainable Supply Chain Datacenter

Supply chain management is a vital part of ensuring service quality and production efficiency in industrial applications. With the development of cloud computing and data intelligence in modern industries, datacenters have become an important basic support for intelligent applications. However, the increase in the number and complexity of tasks makes datacenters face increasingly heavy task processing demands. Therefore, there are problems of long task completion time and long response time in the task scheduling process of the data center. A multi-swarm particle swarm optimization task scheduling approach based on load balancing is proposed in this paper, aiming to reduce the maximum completion time and response time in task scheduling. The proposed approach improves the fitness evaluation function of particle swarms to facilitate load balancing. The new adaptive inertia weight and initialization method design can improve the search efficiency and convergence speed of particles. Meanwhile, the multi-swarm design can avoid the problem of particles falling into local optimum as much as possible. Finally, the proposed algorithm is verified experimentally using the task dataset released by Alibaba datacenter, and compared with other benchmark algorithms. The results show that the proposed algorithm can improve the task scheduling performance of the datacenter in supply chain management when dealing with different workloads and changes in the number of elastic machines.

Resource Scheduling Method for Equipment Maintenance Based on Dynamic Pricing Model in Cloud Manufacturing

Cloud manufacturing, as a novel service mode in the manufacturing field with the features of flexible resource assignment, timely service, and quantity-based pricing, has attracted extensive attention in recent years. The cloud manufacturing industry uses a significant amount of smart equipment. In this context, equipment maintenance resource scheduling (EMRS) is an important subject that needs to be studied. Cloud manufacturing platforms must provide effective services for equipment maintenance in a timely manner. In order to improve the efficiency of cloud manufacturing platforms and meet the needs of users, an effective EMRS scheme is required. In this paper, we propose a dynamic resource allocation model for cloud manufacturing to meet the needs of users and maximize the benefit of a cloud manufacturing platform. The model takes into account the needs of users and the benefits of a cloud production platform. The contributions of this paper are divided into the following three aspects. First, the E-CARGO model using role-based collaboration theory is introduced to formally model EMRS activities, forming a solvable optimization model. Second, a dynamic pricing model with a center symmetric curve is designed to realize the flexible conversion between time, cost, and price. Third, the concept of satisfaction in fuzzy mathematics is introduced, in order to meet the different needs of users and platforms, in terms of time, price, and cost, while ensuring service quality and the platform’s benefits. Finally, an improved genetic algorithm is used to solve the cloud manufacturing resource scheduling problem, and good experimental results are obtained. These results demonstrate that the proposed dynamic pricing model is reasonable, and the allocation scheme obtained through a genetic algorithm is feasible and effective.

Edge-Cloud Offloading: Knapsack Potential Game in 5G Multi-Access Edge Computing

In 5G, multi-access edge computing enables the applications to be offloaded to near-end edge servers for faster response. According to the 3GPP standards, users in 5G are separated into many types, e.g., vehicles, AR/VR, IoT devices, etc. Specifically, the high-priority traffic can preempt edge resources to guarantee the service quality. However, even if a traffic is transmitted with low priority, its latency requirement in 5G is much lower than that in 4G. Too strict latency requirement and priority-based service make resource configuration difficult on the edge side. Therefore, we propose the edge-cloud offloading mechanism, in which each edge server can offload tasks to back-end cloud server to ensure service quality of both high- and low-priority traffic. In this paper, we establish a priority-based queuing system to model the edge-cloud offloading behaviors. Based on the formulation of our system model, we propose Knapsack Potential Game (KPG) to derive an optimal offloading ratio for each edge server to balance the cost-effectiveness of the overall system. We demonstrate that KPG has low computational complexity and outperforms two baseline algorithms. The results indicate that KPG’s performance is optimal and provides a theoretical guideline to operators while designing their edge-cloud offloading strategies without large-scale implementation.

Service-oriented high performance human resource practices and proactive work behavior: A moderated mediation model

ABSTRACT Service-oriented high-performance human resource practices are a very useful tool for ensuring service quality in the hospitality and tourism industry. Based on the social exchange theory, social learning theory, and the human resource management-performance model, this study investigates how and when service-oriented high-performance human resource practices influence positive employee behaviors. The purpose of this study is to investigate the role of service-oriented high-performance human resource practices on proactive work behavior. The study further investigates the mediating role of service orientation and the moderating role of service leadership in this relationship. Data were analyzed using PROCESS macro. The results of the study revealed that service-oriented high-performance human resource practices directly trigger proactive work behavior, and service orientation has a mediating role in this relationship. Furthermore, service leadership has a moderated mediation role in the effect of service-oriented high-performance human resource practices on proactive work behavior through service orientation.

Impact of Supply Chain Integration and Operational Flexibility on Service Quality

The pharmaceutical industry operates in a highly complex and competitive environment, demanding efficient supply chain management and operational flexibility to ensure service quality and customer satisfaction. This study examines the impact of supply chain integration and operational flexibility on service quality in a pharmaceutical distribution company. Using a mixed-method research design, data were collected from a pharmaceutical distribution company in terms of its supply chain integration practices, operational flexibility measures, and service quality performance. Quantitative data were obtained through surveys administered to employees involved in supply chain operations and customers, while qualitative data were gathered through interviews with key stakeholders. The qualitative analysis shed light on the mechanisms through which supply chain integration and operational flexibility affected service quality. Enhanced coordination and information sharing among supply chain partners were identified as critical aspects of successful integration, leading to improved order processing and timely deliveries. Similarly, operational flexibility enabled the distribution company to promptly respond to fluctuations in demand, optimizing inventory management, and meeting customer expectations.

Understanding the Role of Service Quality of Government APPs in Continuance Intention: An Expectation–Confirmation Perspective

Given the huge investment made in developing government applications (APPs), it is essential for them to achieve the levels of performance needed to ensure service quality and meet public needs. Although public loyalty is crucial to the success of government APPs, few studies have analyzed the characteristics of service quality or the continuous use of government APPs and their associations. The present study has developed a theoretical model to show how government APPs service quality promotes continuance intention. A questionnaire survey of 388 government APP-users in China and a structural equation model have been used to verify this theoretical model. The empirical results show that overall service quality has an indirect positive impact on government APPs users’ continuance intention through expectation confirmation, perceived usefulness, and user satisfaction. This study enriches our understanding of service quality and government APPs continuance intention, while also exploring government APPs development, design, and promotion.

‘Bouncing between the buses like a kangaroo’: efficient transport, exhausted workers

While transport and mobility studies have focused on diverse challenges related to improving the quality of public transport (PT) for its passengers, they have hardly examined the well-being and livelihoods of PT workers. To address this gap, we explore the work spaces and times of bus drivers employed in PT in Gothenburg and Stockholm (Sweden), where PT operations are procured from private companies to ensure service quality and financial efficiency. Drawing upon studies on capitalist temporalities of work, we observe that the bus drivers are obliged to perform fatiguing work tasks under constant time pressure, which generates daily conflicts between bodily, personal, and work rhythms. The drivers’ time wealth is severely constrained, as they have limited capacity to control their own time and experience a near-constant work-life imbalance. Our findings indicate that such hindrances are not simply a product of work rhythms marked by the rigidity of the PT timetable. Rather, they emerge from the operational and financial logic of procurement that contradicts the well-being and livelihoods of PT workers. We conclude with a plea to place workers as essential actors for future reflections on inequalities and injustices related to transport and mobility.

Developing Marketing Strategy Initiatives to Enhance Customer Acquisition and Customer Retention for MedTech Startup (Case Study: Riliv)

In response to increased consumption, the MedTech market in Indonesia, which includes applications for mental health services, has experienced phenomenal growth. However, customer acquisition and retention have emerged as significant obstacles for businesses such as Riliv, a prominent mental health service application. This study seeks to identify the factors that influence and improve Riliv user acquisition and retention among non-users, current users, and former users. A quantitative research strategy employing descriptive statistics and a non-probability sample of 200 respondents were utilized. To capture data, the Likert scale questionnaire was distributed online. The research included both internal and external analyses (STP, 7Ps of the marketing mix, and VRIO) as well as PESTEL, Porter’s Five Forces, competitor, and customer analyses. The SWOT and TOWS analyses were then conducted. The findings highlight the importance of effective promotional activities, competitive pricing, and superior product quality and service in attracting and retaining Riliv users. Increasing brand recognition, enhancing product attributes, and ensuring service quality have been identified as crucial factors positively influencing consumer acquisition and retention. Riliv can implement strategic marketing initiatives such as targeted advertising, influencer collaborations, refined messaging, content marketing, personalized experiences, trial periods, referral programs, and continuous engagement in order to overcome these obstacles. By adopting these strategies, Riliv can position itself as a dependable online mental health services provider and accomplish sustainable growth in the highly competitive MedTech industry.

A genetic algorithm with trip-adjustment strategy for multi-depot electric bus scheduling problems

Bus scheduling problem is vital to ensure service quality and save operational cost. Electric bus scheduling problem is difficult to solve because of vehicles' limited driving range and charging requirements. This article investigates the multi-depot electric bus scheduling problem (MD-EBSP). A genetic algorithm with trip-adjustment strategy (GA-TAS) is proposed for the MD-EBSP. Firstly, a genetic algorithm (GA) with three crossover operators and seven mutation operators is devised to find a set of solutions. In each generation, a randomly selected crossover (mutation) operator is used to update the individuals. The solutions found by the GA are further improved by a trip-adjustment strategy (TAS) to obtain the final solution. The GA-TAS is compared with an adaptive large neighbourhood search method, a heuristic procedure, and experience-based scheduling schemes on seven problem instances. Experiments show that the GA-TAS outperforms comparative approaches on a number of vehicle and balancing vehicle driving tasks.

Ad Hoc Wireless Networks With QoS Guarntees For LTE Femtocell-Macrocell Networks

LTE analysis is this thesis' goal. Femtocell Network Implementation Indoor data traffic is predicted to dominate future data traffic. Using macrocellular coverage in high-traffic areas is difficult and expensive. Femtocells, low-power cellular base stations, can improve coverage and data throughput. A connected femtocell-macrocell network improves coverage, QoS, cost, and energy efficiency. In an integrated network, the number of Femtocell Access Points (FAPs) and macrocell-femtocell interference must be considered to ensure service quality. Control transfer, interference management, and resource allocation affect service quality. A seamless transition between macrocell and femtocell networks ensures service quality. Due to their small size, femtocells may handover often. Thus, effective decision methods are needed for smooth macrocell-femtocell transitions. One handover selection technique for macrocells to femtocells and another for femtocells to macrocells is provided. These algorithms consider numerous parameters, including UE velocity and RSS strength. Boosting throughput and spectrum efficiency while lowering packet loss ratio, handover latency, and packet delay can improve quality of service. Several quality of service measures were used to evaluate the handover strategy. LTE-compatible MANETs are another option. MANET topology management and routing techniques were studied in this work. GPSR routing and Boos flock topology management were used to build the network. Simulations are done using MatLab's "MONSTeR" model. The model is built with MatLab LTE system tools. Anyone can use the model on GitHub. This power-saving approach also affects user QoE in throughput and retransmissions. By training, testing, and validating our models using the KDD Cup 2015 dataset, we may improve femtocell networks employing mobile ad hoc network communication. The data show that switching from "always-on" to "on-when-needed" may sustain QoE

Effectiveness of Teachers’ Service Commission on Ensuring Quality Services to Public Secondary School Teachers in Ruangwa District Tanzania

The main purpose of the study on which this paper is based was to assess the effectiveness of the Teachers’ Service Commission in ensuring quality services to public secondary school teachers in Ruangwa District. Using a mixed research technique, the study collected both qualitative and quantitative data. The targeted population of the study was 126; the sample size of 88 drawn from the targeted population. The data collection tools involved the questionnaire, in-depth interview, and documentary review. Qualitative data were analysed thematically, while quantitative data were analysed through descriptive statistics with the help of the Statistical Package for Social Science (SPSS) version 21. The study was guided by Transformation Leadership Theory founded by James MacGregor Burns in 1978. The findings revealed that the Teachers’ Service Commission had been ineffective as it failed to promote teachers timely and to administer in-service training programmes for secondary school teachers who qualified. This is because the employer (the government) has the upper hand in deciding whether to pay for promotions and in-service training programmes or not. The study recommends that TSC should be empowered by making it have a say or being in control of the salary system

Ensuring the Population with Medical Services in Disadvantaged Areas, a Challenge for the Medical Staff

Abstract Universal access to quality medical care at an affordable cost for both citizens and society is considered a basic need, representing one of the shared values and principles of the health systems in the European Union. In this process, Romania must ensure quality services to European standards for every citizen. To resonate with the vision of the European Union, the Government started and implemented the health reform both through the Strategy in the field of health for the period 2014-2020 and through the Multiannual Strategy for the Development of Human Resources in Health 2022-2030” which has among its objectives the implementation of health policies human resources, activities and processes regarding the diversity of medical equipment at the management level of hospital units.

Drivers and risk of business process outsourcing in South African mobile telecommunication industry

Mobile telecommunications service providers outsource various activities like logistics, assembly operations, manufacturing and design. However, little research has been conducted in Southern Africa to establish the actual drivers triggering mobile telecommunication companies to implement business process outsourcing (BPO) and the risks associated with implementation. This research aims to redress the existing knowledge gap and the limited body of literature by conducting research to establish the drivers and risks of implementing BPO. A structured, closed-ended questionnaire collected raw data from 210 employees. Descriptive statistics were conducted to establish the drivers triggering mobile telecommunication companies to implement BPO. Overall, the results concluded that some of the key drivers of implementing BPO by the telecom operators are reduction in capital investment, thereby freeing up limited capital funds more available for core areas, and the company can have access to unique resources skills and talents. The results also indicated that the risks of BPO implementation include the potential loss of control over critical functions and the difficulty of ensuring service quality and consistency from the service provider. The results will help the corporate management to make decisions about outsourcing based on quantifiable results instead of managerial estimates. While the study confined itself to the mobile telecommunications companies, more research can be conducted in other South African industries, most notably banks and learning institutions that are also important BPO hubs worthy of further examination.

Reflective supervision: The symbolic hands that hold.

Nonprofit organizations, providing psychotherapy services in community-based settings, are often faced with the tensions inherent in both ensuring quality services while limiting program costs. The same is true in private and public health care settings, where services regularly navigate cost reductions and budget cuts. At the Ububele Educational and Psychotherapy Trust, an nonprofit organization in South Africa, reflective supervision is seen as a critical component for effective, ethically sound, and culturally sensitive intervention despite competition for financial resources. This article will provide an overview of the organization's reflective supervision model, motivating for the need to prioritize reflective supervision for frontline staff. It also provides a case example, to demonstrate the value of reflective supervision for promoting practitioner reflexivity and preventing practitioner burnout in a highly traumatized environment. (PsycInfo Database Record (c) 2023 APA, all rights reserved).

A reinforcement learning-based approach for online bus scheduling

Bus Scheduling Problem (BSP) is vital to save operational cost and ensure service quality. Existing approaches typically generate a bus scheduling scheme in an offline manner and then schedule vehicles according to the scheme. In practice, uncertain events such as traffic congestion occur frequently, which may make the originally planned bus scheduling scheme infeasible. This study proposes a Reinforcement Learning-based Bus Scheduling Approach (RL-BSA) for online bus scheduling. In RL-BSA, each departure time in a bus timetable is regarded as a decision point, and an agent makes a decision at the departure time to select a vehicle to depart at the time. The BSP is modeled as a Markov Decision Process (MDP) for the first time in literature. The state features are devised, which consist of real-time information of vehicles, including remaining working time, remaining driving time, rest time, number of executed trips and vehicle type. A reward function combining a final reward and a step-wise reward is devised. An invalid action masking approach is used to avoid the agent from selecting vehicles not meeting constraints. The agent is trained by interacting with a simulation environment and then the trained agent can schedule vehicles in an online manner. Experiments on real-world BSP instances show that RL-BSA can significantly reduce the number of vehicles used compared with the manual scheduling approach and Adaptive Large Neighborhood Search (ALNS). Under uncertain environment, RL-BSA can cover all departure times in the timetable without increasing the number of vehicles used.