Service Goals Research Articles

The Service Robot Customer Experience (SR-CX): A Matter of AI Intelligences and Customer Service Goals

This research aims to generate a nuanced understanding of service robot customer experiences (SR-CX). Specifically, this work (1) empirically explores the impact of different AI intelligences (mechanical, thinking, and feeling AI) on SR-CX (i.e., SR-CX strength and SR-CX dimensionality) and its downstream impact on important service outcomes (i.e., overall service experience and service usage intentions), and (2) considers the moderating role of consumer service goals (hedonic versus utilitarian). Drawing on insights from two field studies and two online experiments, this research demonstrates that SR-CX—which is impacted differently by varying AI intelligences—affects service outcomes. Specifically, more sophisticated AI intelligences lead to enhanced service outcomes for customers with hedonic service goals across settings by strengthening SR-CX and triggering a more extensive set of SR-CX dimensions. This pattern, however, is less clear for customers driven by utilitarian service goals. For these customers, the role of SR-CX strength and SR-CX dimensionality varies across settings. These findings, which empirically support the importance of SR-CX, may help organizations to strategically leverage robots with different intelligence levels along service journeys of customers with different service goals.

Client-Centered and Multidisciplinary Approaches in School-Based Occupational Therapy: Perceptions of Therapists and Parents

This study aimed to explore the perspectives of occupational therapists and parents who receive therapeutic support services for their children with special needs in school. We focused on school-based occupational therapy (SBOT) service goals, delineating how participants prioritize necessary services and perceive multidisciplinary collaboration. In this cross-sectional study, we employed an online survey methodology. We used a purposive sampling method to reach all school-based therapists registered in therapeutic support centers and a snowball sampling method to recruit parents. The final sample included responses from 29 therapists and 120 parents. We found that parents reported a greater need for service provision and multidisciplinary collaboration compared to school-based occupational therapists. Although therapists felt competent in their service provision, there is an urgent need to address the service needs expressed by parents. The participating therapists reported working with lower-functioning students and prioritized goals such as “providing task skills through Individualized Education Programs (IEPs)” and “enhancing student participation in educational activities.” In contrast, parents reported supporting higher-functioning children and prioritized goals such as “therapeutic activities within school environments” and “helping with important learning activities in natural environments.” This study underscores the need for ongoing research to develop integrative occupational therapy services in the school environment.

The level of knowledge about dental malocclusion in students at Islamic boarding schools

Introduction: Malocclusions often found daily include crowding of teeth, open bites, cross bites, protrusion, and maxillary or mandibular teeth. This proves that the community's need for orthodontic treatment is very high. Knowledge results from human knowledge, which occurs after people sense certain objects. A person's knowledge of an object contains two aspects, namely positive aspects and negative aspects. Purpose: To identify the level of knowledge about dental malocclusion in students at Islamic boarding schools. Methods: The questionnaire was prepared for pre and post-tests. The questionnaire contains 12 questions using the Guttman scale which has two answer choices "yes" or "no", where positive answers are given a score of 1 and negative answers are scored 0. Results: There was a significant increase of understanding in the mean of subject matter from the post-test mean was higher (14,4%) than the pre-test rate (12,1%) with a significant difference (P=0.000) Conclusion: The goal of this community service was to successfully provide counseling about the importance of awareness of dental malocclusion at the Islamic Boarding School in Karangmojo, Ponorogo, East Java by conducting a questionnaire of pretest and posttest to understand the level of knowledge of dental malocclusion. The level of knowledge was increased by the result of the post-test mean was higher (14,4%) than the pre-test rate (12,1%) with a significant difference (P=0.000).

The impact of workforce analytics on HR strategies for customer service excellence

This review paper explores the transformative role of workforce analytics in enhancing human resources (HR) strategies to achieve customer service excellence. By examining employee performance and customer satisfaction, the paper highlights how data-driven insights can inform HR strategies, including identifying skills gaps, developing targeted training programs, and aligning workforce management with customer service goals. The paper also addresses the challenges organizations face in implementing workforce analytics, such as data quality, analytical skills gaps, and resistance to change. Furthermore, it considers the future of workforce analytics in HR, emphasizing the integration of advanced technologies like artificial intelligence and the importance of ethical considerations. The paper concludes with practical recommendations for organizations looking to adopt workforce analytics, ensuring they can fully leverage its potential to drive employee engagement and customer satisfaction.

Technological Adoption and Innovative Work Behavior in the Hotel Industry: A Case of Five Selected Hotels in Kampala City, Uganda

The study examined Technological Adoption and Innovative Work Behavior in the Hotel Industry, a Case of Five Selected Hotels in Kampala City, Uganda. The study mainly focused on three specific objectives: To examine the relationship between Property Management Systems and Innovative Work Behavior; to assess the relationship between Mobile Applications and Innovative Work Behavior and to analyze the relationship between Online Booking Platforms and Innovative Work Behavior in selected hotels in Kampala City. The cross-sectional research design employed both qualitative and quantitative data collection techniques. Krejcie and Morgan Sample Size Determination Table was used to select a sample size of 291 participants / respondents from a population of the selected hotels and 233 questionnaires collected for analysis. Data was examined using both descriptive and inferential statistics, including ANOVA, Pearson correlation, and model summaries for regression analysis. The findings show a positive and significant correlation between technological adoption and innovative work behavior (r=.853, P<0.05). This reveals that the integration of property management systems, mobile applications, and online booking platforms significantly influence innovative work behavior by improving efficiency, facilitating collaboration, encouraging adaptive problem-solving, and promoting a culture of continuous improvement. These technologies create an environment where staff are better equipped to focus on creative solutions and respond dynamically to emerging challenges. The research concludes that improving Property Management Systems (PMS) and fostering innovative work behavior in hotels are interconnected goals that drive operational excellence and guest satisfaction; mobile applications are a powerful driver of innovative work behavior in hotels and Online Booking Platforms significantly impact innovative work behavior in hotels by streamlining operations, enhancing data utilization, and encouraging experimentation. The study recommended that hotels should use PMS automation features to handle routine tasks such as guest check-ins/outs, invoicing, and housekeeping assignments. This reduces manual work and frees up staff time for more innovative activities. The study also recommends that hotel should select mobile apps that align with its operational needs and guest service goals, focus on apps that enhance efficiency, data utilization, and guest interaction.

Role and Outcomes of Supported Community Living Programs in Post-Hospital Brain Injury Rehabilitation Programs.

(1) To determine the proportion of participants admitted to supported community living (SCL) programs over the course of 5 years who improve, decline, or maintain functioning and community integration and (2) to examine the associations of time since injury, time in program, and age to their functional trajectory. Data from SCL programs serving individuals with acquired brain injury (ABI). 104 individuals with traumatic brain injury (TBI), stroke, or other ABI. Sex, age, time since injury, Mayo-Portland Adaptability Inventory (4th edition; MPAI-4). Retrospective analyses of MPAI-4 total and MPAI-4 indices using Linear Mixed Models (LMM) of Rasch-derived T-scores from admission to 5 years into service delivery. MPAI-4total, index, and subscale scores for yearly intervals of SCL services from admission to 5years showed a high degree of stability in function (defined using the standard error of measurement (SEM) for the MPAI-4, defined as change≥3T-score points) with all intervals showing at least 89% of patients with improved scores or no change. The rate of change over time did not significantly vary by time since injury, time in the program, or age. The expectations for services in the SCL portion of the care continuum for ABI are unique. Unlike intensive rehabilitation programs which focus on improvement often earlier in the course of recovery, the goal of SCL services is sustained functioning over the long term. Analyses reported here indicate this can be achieved for at least 5years, potentially mitigating the increased risk for rehospitalization and increased care needs in the ABI population. This study highlights a key finding of MPAI-4 stability within these understudied brain injury service lines. Additional exploration of comorbidities and more nuanced delineation of diagnostic information could further clarify factors influencing outcome stability over time.

Building Resilient Campuses: Harnessing Self-Efficacy to Tackle Human Resources Management Obstacles

This study is based on the importance of effective human resource management in achieving the goals of higher education institutions, including producing quality graduates, improving academic reputation, and contributing to community development through self-efficacy. This study aims to analyze the role of self-efficacy in improving the performance and productivity of lecturers in higher education environments. This study uses a qualitative case study approach, with data collection techniques in the form of in-depth interviews, observation, and documentation. The findings show that lecturers and staff with high self-efficacy tend to be more confident in carrying out academic and administrative tasks, and are better able to adopt new technologies in the teaching and research process. These findings also indicate that high self-efficacy contributes to more appropriate and efficient decision making, reducing errors, and increasing the effectiveness of human resource management. The results of this study are expected to provide practical insights for higher education institutions to improve lecturer self-efficacy through appropriate training and management support, so that they can achieve better education, research, and service goals.

Predicting place of death of patients with advanced cancer receiving home-based palliative care services in Iran

BackgroundWhile home is frequently expressed as the favorite place of death (PoD) among terminally ill cancer patients, various factors affect the fulfillment of this wish. The determinants of the PoD of cancer patients in countries without healthcare system-integrated palliative and supportive care have not been studied before. This study aimed at identifying the predictors of the PoD of patients who suffer from advanced cancer by developing a reliable predictive model among who received home-based palliative care in Iran as a representative of the countries with isolated provision of palliative care services.MethodsIn a cross-sectional study, electronic records of 4083 advanced cancer patients enrolled in the Iranian Cancer Control Center (MACSA) palliative homecare program, who died between February 2018 and February 2020 were retrieved. Multivariable binary logistic regression analysis as well as subgroup analyses (location, sex, marital status, and tumor topography) was performed to identify the predictors of PoD.ResultsOf the 2398 cases included (mean age (SD) = 64.17 (14.45) year, 1269 (%52.9) male), 1216 (50.7%) patients died at home. Older age, presence and intensity of medical homecare in the last two weeks and registration in the Tehran site of the program were associated with dying at home (P < 0.05). Gynecological or hematological cancers, presence and intensity of the calls received from the remote palliative care unit in the last two weeks were predictors of death at the hospital (p < 0.05). The model was internally and externally validated (AUC = 0.723 (95% CI = 0.702–0.745; P < 0.001) and AUC = 0.697 (95% CI = 0.631–0.763; P < 0.001) respectively).ConclusionOur model highlights the demographic, illness-related and environmental determinants of the PoD in communities with patchy provision of palliative care. It also urges policymakers and service providers to identify and take the local determinant of the place of death into account to match the goals of palliative and supportive services with the patient preferences.

Characteristics and social significance of the civil service

The article is devoted to the problems of the categorical apparatus of the civil service in Ukraine. The civil service in our country is recognized as one of the most important institutions in the formation and development of Ukrainian statehood. It is from this institute that the quality of functioning of the social and political system as a whole and the solution of multifaceted tasks and functions of the modern state depend. Civil service has the greatest influence on the development of constitutional and legal formations and is the basis of state construction. It is argued that the civil service is a complex and multifunctional, legal and political institution, the essence of which is the performance by officials who are endowed with high professionalism, act in a complex relationship and in close interaction both among themselves and with other systemic entities, political forces, by public organizations and citizens, tasks and functions of the state within the legal field and in accordance with the authority granted to them to create social benefits, further development of social well-being and stability in the state. The most important features of the civil service are highlighted: the content of the civil service is an activity aimed at the practical implementation of tasks and functions of the state (analysis, development and implementation of state policy, ensuring the provision of affordable and high-quality administrative services, etc.); the public nature of this activity; professionalism; politically impartial character. It has been established that the priority of human rights and interests over the interests of the state should be the main feature of modern civil service. The goal of the civil service is disclosed, which consists in streamlining and increasing the efficiency of the processes of formation and implementation of state power and state administration, provided that responsibility for the performance of the powers of the position and social and economic guarantees of the civil service are combined. The main goals and tasks of the civil service have been defined in terms of ensuring the fair, effective and stable activity of state authorities in accordance with their powers and competence, aimed at protecting the rights and freedoms of people and citizens, as well as creating conditions for the development of civil society.

Pre-implementation planning for a new personalised, dementia post-diagnostic support intervention: exploring the perspective of professional stakeholders.

Only a third of people with dementia receive a diagnosis and post-diagnostic support. An eight session, manualised, modular post-diagnostic support system (New Interventions for Independence in Dementia Study (NIDUS) - family), delivered remotely by non-clinical facilitators is the first scalable intervention to improve personalised goal attainment for people with dementia. It could significantly improve care quality. We aimed to explore system readiness for NIDUS-family, a scalable, personalised post-diagnostic support intervention. We conducted semi-structured interviews with professionals from dementia care services; the Consolidated Framework for Implementation Research guided interviews and their thematic analysis. From 2022 to 2023, we interviewed a purposive sample of 21 professionals from seven English National Health Service, health and social care services. We identified three themes: (1) potential value of a personalised intervention - interviewees perceived the capacity for choice and supporting person-centred care as relative advantages over existing resources; (2) compatibility and deliverability with existing systems - the NIDUS-family intervention model was perceived as compatible with service goals and clients' needs, but current service infrastructures, financing and commissioning briefs constraining resources to those at greatest need were seen as barriers to providing universal, post-diagnostic care; (3) fit with current workforce skills - the intervention model aligned well with staff development plans; delivery by non-clinically qualified staff was considered an advantage over current care options. Translating evidence for scalable and effective post-diagnostic care into practice will support national policies to widen access to support and upskill support workers, but requires a greater focus on prevention in commissioning briefs and resource planning.

Good Management Practice Is Correlated With Good Performance of Community-Engaged Primary Health Care Facilities in Peru.

Increasing prioritization of quality primary health care (PHC) includes community engagement as a key element to improve PHC performance. We assessed the correlation of good regional management practices with PHC performance in Peru in community-comanaged PHC that is designed with multiple accountability mechanisms. We conducted a secondary analysis of a survey of Dirección Regional de Salud (regional health directorates, DIRESAs) regarding their management of public PHC services with collaborative community involvement by a Comunidad Local de Administración de Salud (Local Community for Health Administration, CLAS). CLAS-run facilities have previously shown evidence of superior performance over standard PHC services. We classified survey questions on 5 management functions of the Primary Health Care Performance Initiative: leadership, information system, financial control, transfer of management and leadership skills to health facilities, and supervision. An expert panel designated management practices as "good" or "less effective." The outcome, PHC service performance, was the percentage of CLAS comanaged facilities in each DIRESA achieving coverage and utilization goals. We correlated frequency of good management practices with PHC service performance. DIRESAs were divided into Group 1, "higher performance," and Group 2, "lower performance," to identify specific practices linked to better performance. We identified 32 good management practices among 52 response options to 17 questions. Correlation between good management practice and good service performance was significant (r=.7266; 12 df; P<.01). An average of 91.1% and 37.6% of CLAS facilities achieved service goals in Groups 1 and 2, respectively. Of all good management practices identified, an average of 40.6% and 24.0% were used by Groups 1 and 2, respectively. Group 1 used 11 specific good practices more frequently than Group 2. Regional management and community-comanaged PHC services designed with accountability mechanisms should be intentionally aligned, incorporating these into policies, budgets, processes, and capacities to strengthen PHC services.

Faktor-Faktor yang Berhubungan dengan Kunjungan Antenatal Care (K4) pada Ibu Hamil di Wilayah Kerja Puskesmas Tarus Kupang

The Maternal Mortality Rate (MMR) is an important measure of a country's health sector progress. Governments aim to lower MMR through initiatives like safe motherhood programs, which include antenatal care (ANC) services. ANC consists of regular pregnancy check-ups to prevent maternal fatalities, with six visits being the minimum recommended number. Although Tarus Community Health Center has reached the K4 service goal, it has not yet met the necessary standards.Based on the data from the Tarus Community Health Center PWS report over the past three years, the National Health Sector SPM target of 100% has not been met. The average K4 coverage was 73.10% in 2020, 70.48% in 2021, and 74.9% in 2022. The underutilization of ANC services by pregnant women at Tarus Health Center is the primary factor contributing to this low performance.This research aims to identify factors related to ANC visits in pregnant women at Tarus Community Health Center in Kupang Regency. The study utilized a quantitative descriptive research method with an analytical survey and cross-sectional approach, analyzing data from 43 individuals using the chi-square test. The findings suggest a correlation between maternal knowledge (p=0.030), parity (p=0.014), culture (p=0.000), and accessibility (p=0.014) with ANC visits. However, the study did not find a significant relationship between mother's attitude (p=0.551) and ANC visits in the research area.The community health center should improve maternal and child health education through electronic and print media. Regular visits and counseling for pregnant women can motivate them to attend antenatal care appointments.

The impact of stretch service goals on unethical behaviors of nurses: A three-wave cross-sectional study.

Stretch service goals strive to motivate healthcare practitioners to maintain high quality in service provision. However, little is known about how stretch service goals trigger nurses' unethical behavior. This study aimed to investigate the influence of stretch service goals on nurses' unethical behavior, as well as the mediating effects of patient entitlement and nurses' emotional dissonance. A quantitative cross-sectional study is designed. We sourced data by conducting a time-lagged three-wave survey study from March to September 2020. Random sampling was used, and data were collected from 422 nurse-patient pairs in Chinese hospitals. Bootstrapping method and structural equation modeling were employed to verify the conceptual model. The study was approved by the designated authority within hospitals and ethical committees. Stretch service goals are not directly related to nurses' unethical behavior. Stretch service goals can trigger nurses' unethical behavior via patient entitlement. Patient entitlement and nurses' emotional dissonance play a chain-mediating role between stretch service goals and nurses' unethical behavior. In the context of the healthcare industry, nurses may engage in unethical behavior due to the pressure of achieving stretch service goals. This study contributes to opening the "black box" of stretch service goals and nurses' unethical behavior by exploring the chain-mediating effect of patient entitlement and nurses' emotional dissonance.

Embarking on the era in new medicine: reshaping the systems of medical education and knowledge

Abstract Recent revolutions in science and technology have driven human civilisation to an unprecedented level and have promoted the rapid development of modern medicine. New Medicine (NM) is proposed in response to the recent technological revolution and higher requirements for health. The characteristics of NM have been summarised using systems, holistic, intelligent, and precision (SHIP) paradigms. The development of NM has led to substantial changes in healthcare systems and related human resources. However, information regarding how current medical talent cultivation goals adapt to the developments in the era of NM remains unclear. Such adaptations may require a systemic revamping of the current medical education. Recently, medical educators have proposed the construction of New Medical Education (NME), but no unified consensus on its connotation and roadmap exists. Systematically understanding the core essence of NM and identifying the matched strategies of NME are crucial and will benefit future reform strategies that attempt to tackle potential challenges and achieve sustainable goals for medical services. Here, we aim to summarise the changes that have emerged in the field of medicine, how these changes affect the development of medicine, and how the field should prepare for the future medical education.

Rural Assets, Services, Technologies, Enterprises and Sustainable Development Goals: Exploring Transforming Pathways

Rural Assets, Services, Technologies, Enterprises and Sustainable Development Goals: Exploring Transforming Pathways

Pemberdayaan Usaha Mikro dan Kecil Untuk Peningkatan Ekonomi Desa Talang Pauh Bengkulu Tengah

Micro and Small Enterprises (MSEs) have an important role in poverty reduction. Although, there are many problems in the process of developing a business. Rural businesses have various limitations. It often based on their mindset regarding conventional business management. Open minded can be a trigger creativity and innovation. Sometimes, external encouragement is needed. MSEs empowering need collaboration of government, collage and other community. Talang Pauh is one of villages in Pondok Kelapa subdistrict of Bengkulu Tengah which has some MSEs with many limitations. The village potential based business development and market orientation according to MSEs competence. The goals of community service were to increase knowledge and insight of MSEs businesses, to motivate community to utilize their resources, to help MSEs businessman in making business plans. The method of community activities service was dialog and counseling. MSEs empowering is needed to strengthening the village economy. The first step is to increase knowledge and insight of MSEs businesses from several aspects: small business management, human resource management, marketing strategy. The second step is empowering. It can do by activities: enabling, empowering and protecting. The success of empowering is determined by participation of various parties.

Implementation of training and coaching to improve goal planning and family engagement in early childhood home visiting

Early childhood home visiting services aim to support child and family health and development, yet challenges engaging and retaining families persist. One promising strategy to improve family engagement involves enhancing the capacity of the home visiting workforce to partner with families to set and implement service goals that align with families’ needs and preferences. This study examined implementation of ‘Goal Plan Strategies’ (GPS), a training and coaching innovation designed to improve family-centered goal planning. Aims were to evaluate (1) the extent to which training and eight sessions of audio-based coaching were implemented with fidelity, (2) whether coaching fidelity was associated with home visitors’ perceptions of coaching and confidence using goal planning strategies, and (3) whether GPS was perceived as feasible, acceptable, and useful by coaches and home visitors. Home visitors (N = 22) and coaches (N = 10) took part in GPS and completed surveys, session logs, and interviews. Training and coaching sessions were observed and coded for fidelity (e.g., dose, adherence, quality). GPS was implemented with high levels of fidelity. Findings support feasibility, acceptability, and usefulness of GPS, overall, and suggest the need to examine coaching dosage and overlap with other implementation supports more closely. Findings highlight the benefits of audio-based coaching, mentoring of coaches, and observational measures of implementation fidelity.

Analisis Kualitas Pelayanan Pengguna KIS Pada Pusat Kesehatan Masyarakan (Puskesmas) Di Beberapa Kabupaten Bogor

Quality of service is a focus on meeting customer expectations. Customer satisfaction is the primary goal of quality service. BPJS Health is a body that moves in the field of social security of Health. The aim of this study is to analyze the quality of BPJS health services in the puskesmas. Quality of service is physical proof, reliability, responsiveness, assurance and certainty, and empathy. This research is a descriptive method and a quantitative method. Data collection is carried out by dissemination of questionnaires to respondents, websites from various related sources. Sampling method is purposive sampling. Research results show that physical evidence, reliability, responsiveness, assurance and certainty, and empathy have a good percentage. However, this research suggests that the quality of service should be further improved by not distinguishing patients with BPJS or cash, implementing services according to health standards, improving hygiene at the practice, comfort especially for the elderly, providing information in detail and clearly, enhancing cooperation with hospitals so that more medical personnel, a friendly and polite attitude to be observed. Factors contributing to the low quality of services include lack of human resources and facilities, as well as lack of coordination between primary and higher levels of health care. This research provides important insights for improving the quality of health services in Puskesmas, especially for users of KIS in Bogor District.

The Influence Of Online And Offline Registration Education On The Level Of Patient Satisfaction At Colomadu 1 Health Center

A very simple and fast registration service is one of the efforts to improve the quality of service to patients which will affect patient satisfaction. The development of technology and information influences various aspects, one of which is the health sector, known as e-health. One application of e-health. This is online registration which is carried out together with direct registration, but to inform the public there must be education regarding online and offline registration so that the public understands the process. The goal of service is patient satisfaction, where according to minimum service standards, the customer satisfaction level is more than 90%. It is hoped that an effective, efficient registration system and minimal waiting time will increase patient satisfaction. Quantitative research type with a cross sectional approach. The research sample of patients who registered online and manually was divided into two groups, namely the online registration group and the direct registration group using accidental sampling techniques. The data analysis technique uses the chi square statistical test. From the results of the bivariate analysis it is known that the data analyzed using the independent t-test shows that the average knowledge score in the offline group (Mean= 14.95; SD= 2.87) is greater than the average knowledge score in the group with online registration ( Mean= 11.74; SD= 2.74), and this result is statistically significant (p&lt;0.001). Online registration group and direct registration at Colomadu 1 Community Health Center.

Intrapartum Quality of Care among Healthy Women: A Population-Based Cohort Study in an Italian Region.

Although the quality of care during childbirth is a maternity service's goal, less is known about the impact of the birth setting dimension on provision of care, defined as evidence-based intrapartum midwifery practices. This study's aim was to investigate the impact of hospital birth volume (≥1000 vs. <1000 births/year) on intrapartum midwifery care and perinatal outcomes. We conducted a population-based cohort study on healthy pregnant women who gave birth between 2018 and 2022 in Lombardy, Italy. A total of 145,224 (41.14%) women were selected from nationally linked databases. To achieve the primary aim, log-binomial regression models were constructed. More than 70% of healthy pregnant women gave birth in hospitals (≥1000 births/year) where there was lower use of nonpharmacological coping strategies, higher likelihood of epidural analgesia, episiotomy, birth companion's presence at birth, skin-to-skin contact, and first breastfeeding within 1 h (p-value < 0.001). Midwives attended almost all the births regardless of birth volume (98.80%), while gynecologists and pediatricians were more frequently present in smaller hospitals. There were no significant differences in perinatal outcomes. Our findings highlighted the impact of the birth setting dimension on the provision of care to healthy pregnant women.