Interactive Services Research Articles

Managing emotions in ongoing service relationships: new intrinsic and extrinsic emotion regulation strategies from aged care

Managing emotions at work can be challenging for employees in service roles. Most emotional labor research has been conducted in settings of brief service interactions with strangers. Yet, many traditional family roles, such as aged and child care are now outsourced to personal service roles that have ongoing relationships with clients. The continuing nature of those relationships may result in employees using previously unknown strategies to regulate emotions. To develop an understanding of intrinsic and extrinsic emotion regulation (ER) strategies in service relationships, we interviewed 42 aged care employees in China. Using template analysis we found three new employee-client relationship-based intrinsic ER strategies (i.e. family appreciation, filial reappraisal and deliberate distancing), a self-based strategy (i.e. self-deterioration anticipation) and three client-based strategies (i.e. client deterioration anticipation, vulnerability justification and meaning identification) in managing one’s own emotions in service relationships. When managing others’ emotions in ongoing service settings, a new relationship-based extrinsic ER strategy (i.e. communal bonding) along with situation-based and client-based extrinsic ER strategies were identified. Employees can regulate their own and others’ emotions by crafting their relationships with clients. This study suggests that service relationship is a critical dimension of client interactions and should be considered in workplace ER research.

The impact of sloping land conversion program on ecosystem services interaction in forest-tea landscape

BackgroundThe interaction of ecosystem services (ESs) has attracted great attention as land use changes at the landscape scale to synergize ecological and economic benefits, while the influence of landscape structure on the interaction of ESs has received less investigation. MethodsWe proposed an integrated framework to analyze the influence of the sloping land conversion program (SLCP) on the interaction of ESs and provided a case study of a forest-tea landscape in Gande town, Anxi County, located on the southeastern coast of China. Visualizing the land use change under the implementation of the SLCP on the map, quantitatively measuring metrics of landscape structure, and comparing ES provisioning indicate ES interactions. ResultsThe results show that ecological and economic benefits are synergistic in Gande under the implementation of the SLCP, as more forestland and farmland was converted from tea gardens. Moreover, the forest-tea-agricultural product landscape structure promotes sustainable landscape management. ConclusionIt makes sense that landscape structure changes the influence of land use policies under the different social economic and economic contexts, and ES interactions are dynamic with different landscape structures.

An Experimental Study of How Missing Employee Empathy in Failed Service Interactions Affects Empathetic Customers’ EWoM-Giving Behaviour

Empathy as an influencing factor of consumer behaviour has mostly been analysed from an empathetic employee’s perspective. Empirical investigations into customer empathy in the context of failed service interactions are still scarce. This study investigates customer–employee reciprocity related to a failed service interaction and its meaning as a predictor of electronic-worth-of-mouth (eWoM)-giving behaviour. The eWoM phenomenon in the context of online purchases is well researched, but the (a) impact of failed service interactions and (b) empathetic customer service agents still needs to be explored. For this purpose, two situational experiments of customer–employee interactions (n = 260) were conducted. Both situations depict disgruntled customers who are looking for help and call the customer support centre after an online purchase. They experience negative customer–employee interaction. The experiments test (a) the impact of employee and customer empathy on eWoM-giving behaviour after failed service interactions and (b) the mediating role of negative emotions. The results show that in service situations, negative emotions fully mediate the relationship between customer empathy and eWoM-behaviour. In addition, empathetic customers seem to be more sensitive to a poorly empathetic employee in comparison to non-empathetic customers. The research enriches the service understanding of empathy in eWoM research and provides practical implications for the management of complaint handling, such as how to consider customer empathy as a complainer’s characteristic to improve the customer service experience, effectiveness, and efficiency.

PERAN BRAND IMAGE SEBAGAI PEMEDIASI PENGARUH KUALITAS LAYANAN TERHADAP CUSTOMER LOYALTY PELANGGAN INDIHOME KOTA DENPASAR

The development of existing technology is very rapid, especially in the field of information and communication. The internet is a basic need for this modern society. IndiHome or Indonesia Digital Home is a communication and data service packages such as landlines, internet, and interactive television services. The purpose of this study was to examine and explain the role of brand image as a mediator of the influence of service quality on customer loyalty of IndiHome customers in Denpasar City. The number of samples determined was 120 respondents in Denpasar City using a questionnaire. The sample was determined using a non-probability sampling with a purposive sampling technique. The data analysis technique used is PLS-based SEM, namely Smart Pls. The results showed that service quality had a significant positive effect on customer loyalty of IndiHome customers in Denpasar City. Service quality has a significant positive effect on the brand image of IndiHome customers in Denpasar City. Brand image has a positive and significant effect on customer loyalty of IndiHome customers in Denpasar City. Brand image plays a role as a mediator of the influence of service quality on customer loyalty of IndiHome customers in Denpasar City.

Shopeefood Customer Satisfaction Modeling Based on Webqual 4.0 and Kano Method

The development of technology today allows many people to be able to maximize the use of the internet in meeting their daily needs. One of the applications used is Shopee with the Shopee Food service which offers many promos and various food options. The purpose of this research was to see the effect of the attributes in Webqual 4.0 on the projection of the Kano Model regarding customer satisfaction with ShopeeFood services. In this case, the researcher will conduct research on Indonesian Adventist University students as respondents to the research. The division of the questionnaire is divided into two main parts, namely the webqual method questionnaire which assesses the reality and expectations of the service, and the Kano model which assesses the functionality, dysfunctionality and importance of each feature or attribute. The results of the research show that the respondents were satisfied with the ShopeeFood service with a score of the Usability aspect with a score of 4.15, Information Quality with a value of 4.02, and Service Interaction Quality with a value of 4.00. The results of webqual data processing are supported by the results of the kano model questionnaire data processing. Where satisfaction with the ShopeeFood service is reflected in the presence of several features/attributes that meet the expectations of users. Overall, each feature/attribute is included in the Attractive category (A).

The Effect of Perception of Ease and Service Features Upon Interest in Using Mobile Banking on BCA Mobile Application at BCA Bandung Regional

The goal of this research is to examine the effect of perception of ease and service features on the intention to use mobile banking partially or simultaneously on the BCA Mobile application. This research was conducted with BCA customers at the BCA Bandung regional office who utilized the BCA Mobile application for Mobile Banking. In this research, a quantitative method with a descriptive and associative approach was utilized. Individuals, namely BCA customers in the BCA Bandung regional office who utilize BCA Mobile, serve as the unit of analysis for this research. The sample size for this research is one hundred respondents. The sampling method based on sampling incidental, yet adheres to predefined criteria. The analytical approach employs multiple linear regression analysis, hypothesis testing, and the coefficient of determination, in addition to verifying the instrument's validity and reliability. Results indicated that perception of ease and service features influenced the intention to use Mobile Banking on the BCA Mobile application, either partially or concurrently. To facilitate client transactions, it is planned that Bank BCA would include new technologies and interactive service elements into the BCA Mobile application.

Femininity work: The gendered politics of women managing violence in bar work

AbstractThis paper explores how women bar workers manage violence at work. Women bar workers in our study described that the capacity to recognize, intervene, and defuse potentially violent situations was a pragmatic response to the problem of men's violence in the night‐time economy. We analyze the gendered norms and expectations at play in how violence in bar work is managed by staff and locate this as a form of “femininity work” extending from the modes of attentive, emotionally‐attuned femininity that labor feminist labor studies theorists have described. In a context where hospitality labor already makes complex and often unexamined demands on young workers, the positioning of women bar staff as being more adept at managing violent situations suggests a particularly important demand made of women bar workers, central for understanding the enduring gendered power relations in contemporary interactive service labor.

The Marriage à la Mode: Hospitality Industry’s Connection to the Dating Services Industry

The dating services industry has grown strongly over the past five years worldwide, with dating services increasing in popularity, contributing billions to the hospitality industry. In this opinion paper we carry out a preliminary examination of the connection between the dating industry and the hospitality industry and conduct a a pilot study as platform for further research seeking to examine the connections between these industries. The preliminary findings indicate that the dating services industry and the hospitality industry are interconnected, and that entertainment, service interaction and the hospitality venue’s ambiance are central factors to both the dating and hospitality industries. Nevertheless, future research must investigate further intersectional gaps, more specifically, to examine the synergies between business partners delivering products and services which are placed at this intersection between dating and hospitality.

대학생이 지각한 교수⋅학습지원 환경과 핵심역량의 관계에서 자율동기와 자기효능감의 매개효과

Objectives The purpose of this study was to test the structural relations among the factors that influence college students’ core competencies such as problem-solving competency and self-directed learning competency. Specifically, supportive teaching-learning environment was composed of faculty-student interaction, effective instructional practices, peer relations, staff-student relations, and on-campus support services. This study was conducted to test mediating effects of college students’ autonomous motivation and self-efficacy in the relations between each of the perceived supportive teaching-learning environment factors and core competencies. Methods Five-hundred eight students who were attending C University in G City participated in this study. Data analyses were conducted through the structural equation modeling and bootstrapping procedure using SPSS 25.0 and Amos 25. Results The direct effects of the perceived supportive teaching-learning environment on core competencies were not significant. However, some of the perceived supportive teaching-learning environment factors influenced college students’ core competencies through the mediation of autonomous motivation or self-efficacy or both. The mediating effects of autonomous motivation were found to be significant in the relations of faculty-student interaction, staff-student relations, and on-campus support services to core competencies. The mediating effect of self-efficacy was found to be significant only in the relation of peer relations to core competencies. Also, the serial mediating effects of autonomous motivation and self-efficacy were significant in the relations of faculty- student interaction, staff-student relations, and on-campus support services to core competencies. Conclusions The results of this study have significance in that the perceived supportive teaching-learning environment may not directly influence college students’ core competencies but may indirectly influence core competencies through the mediation of autonomous motivation and self-efficacy. Efforts have to be made not only to improve supportive teaching-learning environment but also to enhance college students’ autonomous motivation and self-efficacy.ect

How did the COVID-19 pandemic influence students’ career expectations in the hotel and tourism industry?

Career expectations contribute to job satisfaction and worker persistence. The tourism industry is characterized by high staff turnover. The industry was decimated by the COVID-19 pandemic causing widespread unemployment and transforming working conditions, while radically altering educational conditions for hospitality and tourism students. We assessed how the pandemic influenced students' expectations, comparing undergraduate opinions before and during the pandemic. While Pandemic-Students were more pessimistic about working conditions, they revealed an increased desire to provide personal interactive service and a greater tendency towards entrepreneurialism. These results contrast with previous research; highlighting students’ resilience and suggesting a positive vision of pandemic-related opportunities.

ICMFed: An Incremental and Cost-Efficient Mechanism of Federated Meta-Learning for Driver Distraction Detection

Driver distraction detection (3D) is essential in improving the efficiency and safety of transportation systems. Considering the requirements for user privacy and the phenomenon of data growth in real-world scenarios, existing methods are insufficient to address four emerging challenges, i.e., data accumulation, communication optimization, data heterogeneity, and device heterogeneity. This paper presents an incremental and cost-efficient mechanism based on federated meta-learning, called ICMFed, to support the tasks of 3D by addressing the four challenges. In particular, it designs a temporal factor associated with local training batches to stabilize the local model training, introduces gradient filters of each model layer to optimize the client–server interaction, implements a normalized weight vector to enhance the global model aggregation process, and supports rapid personalization for each user by adapting the learned global meta-model. According to the evaluation made based on the standard dataset, ICMFed can outperform three baselines in training two common models (i.e., DenseNet and EfficientNet) with average accuracy improved by about 141.42%, training time saved by about 54.80%, communication cost reduced by about 54.94%, and service quality improved by about 96.86%.

VCAs as partners or servants? The effects of information sensitivity and anthropomorphism roles on privacy concerns

Advances in machine learning and natural language processing have driven the growing popularity of virtual conversational agents (VCAs). This anthropomorphic communication approach relies on user information sharing and real-time feedback from VCAs, and has raised privacy concerns while affecting various social interactions and relationships. Previous research on reducing user privacy concerns has mainly focused on user information mining, sensitive user information requests and privacy policies, while little is known about the anthropomorphic roles of partners and servants at the human-machine social hierarchy level. Therefore, this study, based on human-computer interaction (service) anthropomorphism at social level, develops a framework to investigate the impact of information sensitivity and VCAs' anthropomorphic roles, including partner and servant, on users' privacy concerns, as well as the mediating effects of competence- and integrity-based trust. The results show that when highly sensitive information is requested, user privacy concerns are greater for a partner VCA than a servant VCA, and vice-versa. Meanwhile, when a VCA requests highly sensitive information, integrity-based trust mediates the relationship between servant VCAs and privacy concerns, and when a VCA requests low-sensitivity information, competence-based trust mediates the same relationship. These insights provide actionable implications for managers.

Synthesis of multilevel knowledge graphs: Methods and technologies for dynamic networks

Knowledge Graphs is one of the most popular techniques for knowledge-based modelling in various subdomains of modern AI technologies ranging from natural language processing to e-commerce recommendations and cyberphysical systems. Even complex technical systems like telecommunication networks could be modelled by means of Knowledge Graphs. However, there are serious challenges when we deal with such systems having a huge number of interconnected elements (e.g. technical objects and their groups) that change over time. Thus, up-to-date there is no adequate solution for not only telecommunication networks but for any complex dynamic systems where inductive and deductive synthesis of large Knowledge Graph based models that are easily reconfigurable and scalable is required.We state and solve the problem of building such models for one of the most common types of objects where models can be represented as hierarchical re-configurable structures. This representation enables recent advances in multilevel inductive–deductive synthesis for model building.From a methodological viewpoint, we propose a novel complex approach to multilevel synthesis for objects with dynamic hierarchical structure based on modified methods for inductive and deductive synthesis of Knowledge Graphs. From a practical perspective we present a real case-study on an interactive service for digital cable TV networks – which is especially interesting for data engineers and scientists – where various problems ranging from network health monitoring to channel advertising can be solved with the same hierarchical model. We release an openly available domain benchmark, which features two realistic datasets (namely, for SPARQL querying performance analysis, and for our case study on dynamic network monitoring). Last but not least, our experiments with recent state-of-the-art approaches to knowledge graph querying Abdelaziz et al. (2017) show that the developed models of multilevel synthesis reduce the time complexity up to 73% on practice compared to the baselines, and are lossless and able to beat their competitors based on parallel knowledge graph processing from 4% to 91% in terms of computational time (depending on the query type). Further parallelisation of our multilevel models is even more efficient (the reduction of query processing time is about 40%–45%) and opens promising prospects for the creation and exploitation of dynamic Knowledge Graphs in practice.

ANALISIS KWALITAS WEBSITE LAYANAN ASPIRASI & PENGADUAN MASYARAKAT TANGKAR (TANGGAP KARAWANG) DI DINAS KOMUNIKASI DAN INFORMATIKA KABUPATEN KARAWANG MENGGUNAKAN METODE WEBQUAL 4.0

and usage from the community's perspective towards the website is the reason why this research is conducted. Community satisfaction is one of the factors or measures of success for any information system development in a government. Good service quality is not only based on the perspective or perception of the service provider, but also based on the perspective or perception of the community. The community that enjoys the service is the community that can determine service quality. The community's perception of service quality is a comprehensive assessment of the excellence of a service. WebQual 4.0 is a method for determining website quality based on community or user perception. The WebQual 4.0 method consists of three categories, namely usability, information quality, and service interaction. These three categories are used as a reference in creating a questionnaire to analyze the quality of the community aspiration and complaint service website. The analysis results are expected to provide recommendations for local governments in developing quality websites so that the development of community aspiration and complaint service websites in Indonesia can mature, stabilize and ultimately reach a level of utilization.

A scale to measure the perceived quality of mHealth by elderly patients with hypertension in China

BackgroundThe elderly population in China is growing, with hypertension being the most prevalent chronic disease in older adults. Despite the rapid penetration and efficient management effect of mobile health on hypertension healthcare, elderly patients are often less adopted and continue to use mobile health services. Quality perception significantly affects an individual’s satisfaction and continued intention to use mobile health services. The evaluation of the significant factors affecting mobile health quality perception by elderly individuals remains largely unexplored. The aim of this study was to develop and validate an evaluation scale to measure the perceived quality of mobile health applications for hypertension and determine the underlying influencing factors.MethodsA cross-sectional survey was conducted between November 2018 and October 2019. A quality evaluation scale with three factors and seven indicators was developed based on the Information Systems Success model. Data was analyzed using structural equations modelling (SEM) and one-way analysis of variance (ANOVA). All tests were two-sided and statistically significant at P < 0.05.ResultsThe proposed mobile health application quality evaluation scale from the perspective of the elderly was shown to be a hierarchical, multidimensional construct with valid reliability, convergent validity and discriminant validity, which consists of three factors and seven indicators. The SEM results suggested that information quality and service quality had a significant impact on the satisfaction of elderly individual’s with mobile health applications for hypertension management. The results also suggest that the elderly individuals had a low evaluation of mobile medical service quality(4.06 ± 0.70), while the score of information quality was the highest, with an average score of 4.36(SD 0.83) out of 5. Male patients were shown to more readily accept mobile health applications, with their perception of system quality being 0.27 higher than female ones (95% CI 0.00 ~ 0.52; P < .05). Patients with 1–5 years hypertension histories assessed the system (95% CI 0.03 ~ 0.63; P < .05), information (95% CI 0.11 ~ 0.65; P < .05), and service quality (95% CI 0.00 ~ 0.47; P < .05) higher than those with hypertension histories > 10 years. Elderly patients who regularly visited primary hospitals assessed the information quality 0.13 higher (95% CI -0.08 ~ 0.34; P < .05) than those visited tertiary hospitals.ConclusionsThese findings have significant implications for theoretical and practical research on mobile health application quality evaluation, which will be helpful for policymakers and mobile health providers in improving the context and utilisation of mobile health to include elderly users. More mobile health applications attributes, such as timely information and interactive services that meet the characteristics of elderly patients with different mental and health demands need to be considered. Deeply embedding mobile health into primary health services is recommended to help increase the perceived quality of mobile health, and ensure the continuous use.

Evaluation of Container Clinics as an Urban Immunization Strategy: Findings from the First Year of Implementation in Ghana, 2017-2018.

In 2017, the Expanded Programme on Immunization in Ghana opened two container clinics in Accra, which were cargo containers outfitted to deliver immunizations. At each clinic, we assessed performance and clinic acceptance during the first 12 months of implementation. We employed a descriptive mixed-method design using monthly administrative immunization data, exit interviews with caregivers of children of <5 years (N = 107), focus group discussions (FGDs) with caregivers (n = 6 FGDs) and nurses (n = 2 FGDs), and in-depth interviews (IDIs) with community leaders (n = 3) and health authorities (n = 3). Monthly administrative data showed that administered vaccine doses increased from 94 during the opening month to 376 in the 12th month across both clinics. Each clinic exceeded its target doses for the 12-23 month population (second dose of measles). Almost all (98%) exit interview participants stated that the clinics made it easier to receive child health services compared to previous health service interactions. The accessibility and acceptability of the container clinics were also supported from health worker and community perspectives. Our initial data support container clinics as an acceptable strategy for delivering immunization services in urban populations, at least in the short term. They can be rapidly deployed and designed to serve working mothers in strategic areas.

Suspicious Minds: the Problem of Trust and Conversational Agents

In recent years, the field of natural language processing has seen substantial developments, resulting in powerful voice-based interactive services. The quality of the voice and interactivity are sometimes so good that the artificial can no longer be differentiated from real persons. Thus, discerning whether an interactional partner is a human or an artificial agent is no longer merely a theoretical question but a practical problem society faces. Consequently, the ‘Turing test’ has moved from the laboratory into the wild. The passage from the theoretical to the practical domain also accentuates understanding as a topic of continued inquiry. When interactions are successful but the artificial agent has not been identified as such, can it also be said that the interlocutors have understood each other? In what ways does understanding figure in real-world human–computer interactions? Based on empirical observations, this study shows how we need two parallel conceptions of understanding to address these questions. By departing from ethnomethodology and conversation analysis, we illustrate how parties in a conversation regularly deploy two forms of analysis (categorial and sequential) to understand their interactional partners. The interplay between these forms of analysis shapes the developing sense of interactional exchanges and is crucial for established relations. Furthermore, outside of experimental settings, any problems in identifying and categorizing an interactional partner raise concerns regarding trust and suspicion. When suspicion is roused, shared understanding is disrupted. Therefore, this study concludes that the proliferation of conversational systems, fueled by artificial intelligence, may have unintended consequences, including impacts on human–human interactions.

The Analysis of Determinant Factors Intention to Use Video Streaming: Study Case Customer of Goplay

The development of the internet, one of which is in the world of entertainment with the emergence of streaming video on demand (SVOD) services, marks the entry into the era of digitalization 4.0. SVOD is an interactive television service that can be watched via the internet. SVOD is one of the forms of entertainment that is increasingly in demand by the public, especially young people. One of the SVOD services that has recently appeared is GoPlay. GoPlay is an application that provides streaming video on demand services, which is similar to other streaming applications. GoPlay is an application launched from Indonesia that was released by a well-known platform in Indonesia, namely GoJek. However, GoPlay has not been able to compete with several other platforms in terms of the number of users. Broadly speaking, there are several competitors that GoPlay cannot compete with in terms of the number of users, namely Netflix, Disney+ Hotstar, and Viu. This phenomenon explains why this research aims to increase the number of GoPlay application users. There are nine hypotheses to be tested in this study. Data will be analyzed using the Structural Equation Model (SEM) with the SMARTPLS 3.2.9 tool. The results of this study show that compatibility has a positive influence on perceived ease of use, relative advantage has a positive influence on perceived usefulness, accessibility has a positive influence on perceived ease of use, and also perceived ease of use, perceived usefulness, and perceived safety have a positive influence on attitude, while perceived performance risk has a negative influence on attitude. And the results of this study indicate that attitude has a positive influence on the intention to use the GoPlay application.

Offline Mining of Microservice-Based Architectures (Extended Version)

Designing applications adhering to the key design principles of microservice-based architectures (MSAs) enables fully exploiting the potentials of cloud computing platforms. A specification of an application’s MSA can help determining whether it adheres to such principles, and reasoning on how to refactor it when this is not the case. However, manually generating such a specification is complex and costly, mainly due to the multitude of heterogeneous software services and service interactions forming an MSA. The main objective of this article is to automate the generation of the specification of an existing MSA. We introduce an offline technique for automatically mining the specification of an MSA from its Kubernetes deployment. The mined MSA is expressed in muTOSCA, a microservice-oriented profile of the OASIS standard TOSCA. We also provide an open-source prototype implementation of the proposed mining technique, called muTOM. Four case studies based on four different third-party applications show that our technique can effectively mine the MSAs of existing applications, being it more accurate than its state-of-the-art competitor. The proposed offline mining technique can help researchers and practitioners working with microservices, by enabling them to automatically mine the MSAs of their applications. The obtained MSAs can then be visualised and analysed with existing tools to enhance their adherence to the key design principles of MSAs.

PROBLEMS OF LEGAL SUPPORT FOR THE ORGANIZATION OF COOPERATION BETWEEN THE UNITS OF THE STATE BORDER GUARD SERVICE OF UKRAINE AND THE NATIONAL POLICE OF UKRAINE ON THE PROTECTION OF THE STATE BORDER

The article addresses theoretical and imperative issues of the establishment and implementation of interaction between the units of the State Border Guard Service of Ukraine and the National Police in the field of state border protection. Both place and importance of the State Border Guard Service of Ukraine and the National Police of Ukraine in the system of assuring law and order in the border region are defined. A scholarly research into the concepts of the categories “state border”, “interaction” and “organization of interaction” was carried out. The views of scientists on the content of the above scientific categories were considered and analyzed. The methods, principles and forms of interaction of the of the State Border Guard Service of Ukraine with the units of the National Police of Ukraine while ensuring the protection of the state border are characterized. It was found that the interaction between of the State Border Guard Service of Ukraine and the units of the National Police of Ukraine relies on the normative definition of their functional powers, strict adherence to their organizational capabilities, and a clear “distribution of competences” between them. The content of normative legal acts, which ensure regulation of the process of organization and implementation of interaction between the units of the State Border Guard Service of Ukraine and territorial bodies of the National Police of Ukraine, has been analyzed. The essence of the process of interaction of the State Border Guard Service of Ukraine with units of the National Police of Ukraine is considered. This notion is construed as the joint coordinated activity of their units, which is aimed at achieving a common goal, notably providing the proper protection of human rights and freedoms, public safety and order, compliance with the law and combating crime at the state border. It was established that the effective interaction between the units of the State Border Guard Service of Ukraine with the territorial bodies of the National Police of Ukraine in the mechanism of ensuring national security at the state border contributes to its strengthening, and the effectiveness of activities and the coherence of such interaction determine the quality of public security and order and improve the effectiveness of their provision in the border area.