Interactive Services Research Articles

Palestinian media coverage of the COVID-19 pandemic An analytical study of the digital platforms of the Palestinian Ministry of Health.

The study aimed to identify the nature of Palestine's social health media coverage of the COVID19 pandemic, how it deals with this global and significant issue, determine the amount of attention paid to the issue, and the nature of the content through which the pandemic has been highlighted, Identifying the journalism arts and multimedia, interactive elements and assistive services used to highlight topics on the COVID-19 pandemic. The study is meta-research based on the media survey and uses a content analysis tool on a sample of topics published on the Palestinian Health Ministry's social media platforms. The study concluded that the coverage of the epidemic on the official page of the Palestinian Ministry of Health was poor, with 75 topics only reported in a month. It reached 38%, followed by the Ministry's efforts to fight the epidemic with 26%, while the latest developments related to the epidemic and issues of awareness, guidance, and instructions reached 17%. It also shows the weakness of the educational and instructional aspects compared to the number of published subjects. In addition, the Palestinian political division reflected on the health aspect, focusing on coverage in West Bank with 22%, while the sample focused on the Gaza Strip was only 4%. It also focused on the informational news aspect through the emergence of the art of news and infographics, considering the weakness or absence of other journalistic arts, with the use of accompanying materials such as photos and videos tangibly and mainly with the published topics in line with the coverage. Keywords: Health media, Palestinian media, new media, COVID-19 pandemic, social media.

Observing customer stress and engagement: An intercultural perspective

AbstractSince observing customers outnumber focal customers in most service interactions, service managers aim to engage them despite triggers, such as service incivility. This research contributes to the understanding of the role of stress in observing customers' engagement (CE). It answers two RQs: (1) What is the relationship between their stress and engagement?; (2) What are the triggers of stress? Since ethnically different people pay different levels of attention to contextual and social factors, two sequential scenario‐based experiments are adopted to study two triggers of stress (i.e., availability of information about an incivility incident, and ethnic similarity between the observing customer and the mistreated employee), which impacts CE in an intercultural service encounter. Study 1 compares being exposed to full versus partial information and demonstrates that full information about the incivility incident increases observers' psychological stress, which reduces their behavioral and emotional engagement. Study 2 compares how white and black observers react to ethnic similarity between the observing customer and the mistreated employee. Results show that incivility triggers outward psychological stress in white and black observers. In turn, black observers' outward stress reduces their behavioral engagement, while white observers' behavioral engagement is reduced by both their inward and outward stress.

Optimal Sequencing in Single-Player Games

An important problem in single-player video game design is how to sequence game elements within a level (or “chunk”) of the game. Each element has two critical features: a reward (e.g., earning an item or being able to watch a cinematic) and a degree of difficulty (e.g., how much energy or focus is needed to interact with the game element). The latter property is a distinctive feature in video games. Unlike passive services (like a trip to the spa) or passive entertainment (like watching sports or movies), video games often require concerted effort to consume. We study how to sequence game elements to maximize overall experienced utility subject to the dynamics of adaptation to rewards and difficulty and memory decay. We find that the optimal design depends on the relationship between rewards and difficulty, leading to qualitatively different designs. For example, when the proportion of reward-to-difficulty is high, the optimal design mimics that of more passive experiences. By contrast, the optimal design of games with low reward-to-difficulty ratios resembles work-out routines with “warm-ups” and “cool-downs.” Intermediate cases may follow the classical “mini-boss, end-boss” design where difficulty has two peaks. Numerical results reveal optimal designs with “waves” of reward and difficulty with multiple peaks. Level designs with multiple peaks of difficulty are ubiquitous in video games. In summary, this paper provides practical guidance to game designers on how to match the design of single-player games to the relationship between reward and difficulty inherent in their game’s mechanics. Our model also has implications for other interactive services that share similarities with games, such as summer camps for children. This paper was accepted by Jeannette Song, operations management. Funding: This work was supported by the National Natural Science Foundation of China [Project 72201210] and Natural Sciences and Engineering Research Council of Canada [Grant RGPIN-2020-06488]. Supplemental Material: The data files and online appendices are available at https://doi.org/10.1287/mnsc.2022.4665 .

ANALISIS KUALITAS WEBSITE UNIVERSITAS SEBAGAI MEDIA INFORMASI DENGAN METODE WEBQUAL 4.0

A university website is a website dedicated to providing information services to the academic community at large and to the general public. The importance of the university website as an information provider should be assessed and adjusted to ensure that the website offers many benefits. The evaluation process uses the WebQual 4.0 model with three dimensions as independent variables: website quality, usability, information quality, and service interaction quality, and user satisfaction as the dependent variable. The subject of this research is the Putra Bangsa University website. The sampling technique used a simple random sampling technique. This study used questionnaire-based primary data with 29 question items and 95 respondents. It received a 78.82% rating in user testing for usability. In terms of information quality, it received a rating of 79.36%. The quality of service interactions received a rating of 78.38%. It has a user satisfaction rating of 79.55%. This put the Putra Bangsa University website in the very user-friendly system category. The results of the hypothesis building analysis as a whole are accepted. The independent variables usability, information quality, and service interaction quality are correlated and closely related to user satisfaction as the dependent variable.

The Effect of Offline Medical Resource Distribution on Online Physician-Patient Interaction: Empirical Study With Online and Offline Data

The relationship between online health communities (OHCs) and offline medical care is unclear because both provide physician-patient interaction services and channels. Taking advantage of information and communication technology, patients have been using OHCs widely. However, some physical medical resources (such as hospital beds and medical devices) cannot be replicated by information and communication technologies. Therefore, it is worth studying how offline medical resources affect physician-patient interactions in OHCs and how OHCs help to solve resource scarcity and the uneven distribution of traditional medical treatment. This study aimed to support the notion that physician-patient consultations in OHCs are influenced by the objective distribution of offline health care capital (accessibility and availability) and to provide suggestions for the allocation of medical resources in practice through the judicious use of offline and online channels. The empirical data in this study were collected from both online and offline channels. The offline data include 9 years (2006-2014) of medical resource statistics of 31 provincial administrative regions in mainland China. Moreover, data regarding the geolocation-based physician-patient interaction network in the OHC were also collected. The online data come from one of China's largest OHCs. We obtained 92,492 telephone consultation records of 6006 physicians using an automatic web crawler program. Social network analysis was used to visualize the descriptive statistics of the offline geolocation-based physician-patient interaction network in the OHC. A regression model with a squared variable was applied to analyze online and offline empirical data to further test our hypothesis. Two types of robustness tests were used to increase the reliability of the test results of the initial model. The results of our social network analysis show that there is a uniform geographic distribution of patients who use OHCs, whereas the physician relies more on geographic advantage (eg, a higher medical resource capability). Moreover, the empirical results of the regression model support the notion that physician-patient telephone consultations are positively influenced by physicians' online contributions (βcontribution=.210; P<.001) and capital availability (βbed=.935; P=.07), and, interestingly, spatial accessibility has an inverted U-shaped effect (βdistance=.199; P<.001 and βdistance2=-.00449; P=.008). The results indicate that the use of OHCs, although constrained by offline medical resources, provides a channel for offline resources to flow from areas with high availability to those with low availability. This study explores the relationship between online and offline channels by investigating online physician-patient interactions and offline medical resources. In particular, this study analyzes the impact of offline channels on online channels and verifies the possibility of OHC capital use shifting from a high-availability area to a low-availability area. In addition, it provides a theoretical and practical basis for understanding the interaction of online and offline channels of medical care.

Case Study of Multichannel Interaction in Healthcare Services

A multichannel interaction service is a practice whereby organizations communicate and interact with their existing customers and potential new customers through different channels. This article presents a brief case study of multichannel interaction in healthcare services, which studies the viability of continuous multichannel interaction for personalized healthcare services to enable health professionals to follow up and monitor patients in home-based care. Furthermore, this study aims to explore the possibility of the continuity and complementarity of the interactions across different communication channels with the patients. The data used for this study was gathered during the first wave of the COVID-19 pandemic. This study showed that despite this type of interaction being relatively new in healthcare services, it has considerable potential for improving the relationship between patients, health professionals, and care providers. Upon completion of the data analysis, several conclusions were drawn. One such conclusion was the ability to maintain continuity of interaction across multiple channels, as well as the synergy between the different channels of interaction available to patients and the impact this has on the way patients and health professionals interact. Additionally, it was determined that the complementarity of different interaction channels is crucial when implementing multichannel interaction services. Furthermore, the implementation of this solution resulted in improved communication between patients and health professionals. Also, it has decreased health professional’s workload and reduced care providers costs regarding remote patient follow-up.

Transformational Leadership and Emotional Labor: The Mediation Effects of Psychological Empowerment.

In order to survive the fiercer competition, more and more service firms emphasize front-line employees' role of creating excellent customer experience by displaying positive emotions during the service interactions. However, the underlying mechanisms for the relationship between transformational leadership and front-line employees' emotional labor remain unclear. Drawing upon the conservation of resources (COR) theory, this study develops a conceptual model in which transformational leadership influences front-line employees' emotional labor through the mediator of psychological empowerment. By collecting data from 436 employees in five call centers, we tested our model and hypotheses through PROCESS 3.3 macro for SPSS developed by Hayes. The results show that transformational leadership shows positive and negative effects on deep acting and surface acting, respectively. The positive effect on deep acting is partially mediated by psychological empowerment, while the negative effect on surface acting is fully mediated by psychological empowerment. Specifically, two dimensions of psychological empowerment (impact, self-efficacy) play negative mediating roles between transformational leadership and surface acting, while impact, self-determination, and self-efficacy play positive mediating roles of transformational leadership and deep acting. The findings advance our understanding about how transformational leadership influences front-line employees' emotional labor by introducing psychological empowerment as a mediator.

Auntyness in a Beauty Parlour: Relaxation, Conversation, Labour and Care

Interactive service work in various middle- and upper-class settings has created visible disparities between those who seek the work and those who provide it. In addition to beauty work, beauty parlours require emotional/affective work, widening the class gap between sellers and consumers by requiring further labour on the part of the worker. However, within the smaller beauty parlours existing in the by-lanes of larger Indian markets, there is the possibility of creating shared space through conversations and care through a mobilisation of ‘auntyness’. In this paper, I explore how the conversations in a New Delhi beauty parlour lead to the creation of aunties that challenges the limits of interactive service work and enables temporary communities of kinship and care that hinge upon the participants’ performances of the styles, affects and values associated with aunties.

Исследование профессионально-ценностных ориентаций молодежи в условиях интернет-социализации

Relevance. We studied the professional-value orientations of young people in the conditions of Internet socialization, their place in the structure of the life values of young people. The relevance is due to the need to search for technologies for managing the process of professionally oriented training of young people with the help of the Internet. The concept of professional value orientations of young people is clarified, technologies that contribute to the Internet socialization of youth are identified, Internet technologies that contribute to the formation of professional value orientations of young people are identified. Research methods. To achieve the goals of the study, various methods were used, including the method of analyzing information sources, the method of questioning through the digital resource Google Forms. Research results. We discuss the results of a study of the professional and value orientations of young people in the context of Internet socialization with the help of professionally oriented social networks, professional communities, technologies and services for interaction on the Internet. The Internet socialization of young people using freelance technologies, online internships, online edu-cational platforms is being studied. A study is being made of the attitude of the pedagogical and business communities to the practice of university students with the help of Internet technologies. Conclusions. Based on the analysis, it was revealed that the specificity of the formation of professional and value orientations of student youth in the conditions of Internet socialization is manifested in their active position, entry into various professionally oriented communities and their adaptation, individuality and integration in this community. Socialization first manifests itself as a process of adaptation to a professionally oriented Internet community, then – a demonstration of one’s individuality in the Internet community, and finally – entry into the Internet community and influence on its life. Based on the above, a discussion was held of the results of a study of professional value orientations of young people in the context of Internet socialization in professionally oriented social networks, freelance technologies, online internships, online educational platforms, and others.

AI-driven Family Interaction Over Melded Space and Time

Computer-mediated interaction services connect people over a distance. However, we address that those people are often “locked in a frame”—which includes an interaction mode, a point in time, or a context of either person. We observe that such lock-ins make it difficult to shape the interaction to be mutually symmetric. In this article, we propose a semantic-equivalent melding of space and time to provide a new form of empathetic interaction. We present HomeMeld and MomentMeld, which aim to meld space and time by applying AI, respectively. HomeMeld provides a sense of living together to a family living apart with AI-driven autonomous robotic avatars. MomentMeld utilizes an ensemble of visual AI to create interaction topics by matching semantic-equivalent photos. In-the-wild experiments reveal that HomeMeld and MomentMeld open new possibilities for empathetic interaction. Finally, we introduce a new interaction service leveraging technical synergy of HomeMeld and MomentMeld.

Research on the Construction of Digital Government in Heilongjiang Province based on SMARTGOV Maturity Model

Digital government aims to provide intelligent and agile personalized public services for government stakeholders. Based on the SMARTGOV maturity model, this paper constructs a digital government maturity model from four dimensions : basic information service, interactive service, integrated service and intelligent service. It is used to evaluate the current level of digital government construction in 12 prefecture-level cities in Heilongjiang Province and the Greater Khingan Mountains and draw conclusions.

PROFESSIONAL EDUCATIONAL TRAJECTORY OF HEALTH CARE MANAGERS: EXPERIENCE IN THE FORMATION ΟF THE EDUCATIONAL PROGRAM

The article deals with the problem of forming professional educational trajectories of health care managers in the context of modern Ukrainian realities, which are characterized by complexity, instability, ambiguity, and variability. The main directions of the research problem, which are carried out by Ukrainian scientists and educators mainly in the areas of implementation of the mechanisms of personnel support for public authorities have been determined. The scientific literature shows that the pedagogical aspect of the problem of health care managers training has not been comprehensively considered. The article emphasizes the need to regulate the interaction of the educational services and the labor markets to coordinate and balance actions in health care managers training for the interests of society and the state in the long term. The method of expert assessments is implemented by processing the opinions of experienced specialists (stakeholders) about the requirements to health care managers, taking into account the peculiarities of professional activity in changing and crisis situations of the health care sector. The most important competencies that contribute to health care managers’ effectiveness in their professional activity have been identified. A competent model of the health care manager has been developed, taking into account management functions and professional activities in crisis situations. The professional trajectory of development of specialists in health care public management and administration, which is reflected in the meta-profile of the educational program offered by Donetsk National Medical University is proposed.

ЗНАЧЕНИЕ ТЕРРИТОРИАЛЬНЫХ И СОЦИАЛЬНЫХ ОБЪЕКТОВ ПРИ ФОРМИРОВАНИИ РЕЗЕРВУАРОВ ТУБЕРКУЛЁЗНОЙ ИНФЕКЦИИ В МЕГАПОЛИСЕ

Significance. One of the key areas of TB prevention is work with household contacts, including epidemic monitoring and territorial assessment. However, approaches to dividing and defining the borders of the studied territories, assessing the impact of territorial objects on the risk of developing tuberculosis are undeveloped. It is important for analyzing dynamic changes in the epidemiology of tuberculosis within a particular territory and drawing up a plan of preventive measures. The purpose of the study was to analyze the relationship and impact of territorial objects within the borders of microterritories of a metropolis on TB spread in population of these territories. Material and methods: In 2021-2022, a longitudinal (retrospective-prospective) continuous spatial-epidemiological study of the epidemic situation of tuberculosis and latent tuberculosis infection was conducted. Results: The most significant parameters in the spread of tuberculosis infection are building density (p&lt;0.0001) and population density, territorial objects as shops, educational facilities, medical organizations, recreation areas. MDR-TB in patients does not have a significant effect on the spread. However, the incidence of tuberculosis and territorial facilities in the catchment area of a phthisiological unit affect the spread of latent tuberculosis infection in children. Conclusion: The hypothesis about the relationship and influence of territorial objects on the spread of tuberculosis infection among the population of microterritories was confirmed. Epidemiological assessment and monitoring of the supervised territories should be carried out using boundaries established according to the principles of the geographical field. Scope of application. The results obtained should be taken into account when assessing the epidemiological situation and determining the workload of the phthisiological service in megacities, which is directly related to financial planning and individualization of approaches to evaluate performance of the district service, optimize interdepartmental and intradepartmental interaction and develop principles of interaction with the general medical network and population of microterritories.

ВПРОВАДЖЕННЯ ІННОВАЦІЙНИХ ТЕХНОЛОГІЙ В СИСТЕМУ СЕРВІСНОГО ОБСЛУГОВУВАННЯ КЛІЄНТІВ

The article is devoted to the study of an integrated customer service system, its components and interaction with customers, which allows identifying problematic issues, determining the need for innovative technologies and developing effective strategies for their implementation. The publication examines specific innovative technologies used in the customer service system, studies the impact of innovative technologies on the customer service system, as well as analyses their effectiveness and opportunities for improving the quality of service and meeting customer needs, and also explores the concept and essence of innovative technologies in the hotel and restaurant business. The current system of customer service is analysed and the main factors influencing innovation activity are identified. The potential impact of the introduction of innovative technologies on customer satisfaction and retention is assessed, and approaches to developing an innovative development strategy are considered. Practical recommendations for the introduction of innovative technologies in the customer service system are developed and their impact on business efficiency is studied.

Retracted: Design of an Interactive Two-Way Telemedicine Service System for Smart Home Care for the Elderly.

[This retracts the article DOI: 10.1155/2021/6632865.].

Experience of development of digital technologies in Uzbekistan

The Republic of Uzbekistan made the digitalization and development of information-communication technologies (ICT) priority yet in early 2000s. For the digital strategy determines out five priority areas for development: digital infrastructure; e-government; digital economy; national IT sector; and IT education. Moreover, digital and IT infrastructure of the country has remarkably improved, considerable amount of resources were invested which built solid foundations for better ecosystem of the ICT. Meanwhile, Uzbekistan has achieved visible results in the sphere of digitalization and ICT development in a relatively short period of time. The great progress has been observed in introducing e-government and ICT in public sector for the last few years, when in 2013 was launched “Single portal of interactive government services” – central e-government service of the country. This article is devoted to the information on the basic principles of the digital economy, increasing efficiency and creating “digital enterprises” as well as information and other high technologies have become an integral part of everyday life, almost the entire world population in Uzbekistan. In this regard, it studies the digitalization process, stimulating economic growth and its opportunities for achieving various social goals, including in the labor market.

Intermediate results: how students assess distance learning and whether there are prospects for its application in interactive educational environments

The paper presents the results of the study of the use of services and technologies in distance learning for students. Particular attention is paid to the analysis of the advantages and disadvantages of using distance learning technologies that affect learning outcomes and students' satisfaction with the educational process. The work is relevant to improving the educational process by increasing the effectiveness of distance learning tools and technologies, taking into account their advantages, improving the quality characteristics of the educational process, its elements and the use of optimal technologies for both students and teachers. As part of the preparation of the work, a sociological study of 1,000 university students was conducted, in which the preferences of students in the use of distance learning services, the frequency of their use, the degree of application of such tools by teachers in the educational process were studied. The most popular digital services for distance learning were identified, including the most widely used interactive learning services. Identification of the main negative and positive aspects of distance learning in terms of students. Prospects for the use of digital services in virtual educational environments and meta-universes were shown, as well as the development of electronic didactic means for the implementation of the educational process. The results obtained during the study allow clarifying the attitude of students to distance education, assess the degree of influence of various factors on the effectiveness of distance education. The results can be used to make changes in the current educational process in terms of application or rejection of specific methods and technologies, their adaptation and improvement.

Effects of Live Streaming Commerce on Returns and Measures for Return Avoidance from a Customer’s Perspective

While live streaming commerce enriches product presentation and expands the scope for interaction compared to traditional online shopping, this retailing approach often leads to spontaneous purchases. Hence, the hurdle for returns is comparatively low, and this is particularly the case with fashion items. We have identified eleven measures to avoid returns from the literature and an evaluation of fifty-seven experienced users. A sample of 509 Chinese participants was analysed, and their influence on customer satisfaction was evaluated using the Kano model. Truthful product description, detailed product information, live interaction, and personal customer service during the post-live streaming stage are viewed as valid performance measures, and the absence of a detailed description of the shipping and delivery times and return policy is a basic source of dissatisfaction. Our recommendations to platforms and streamers include presenting detailed product information during live streaming, refraining from deceptive advertising, and providing sufficient staff for after-sales service.

Current Research Status of Genetic Algorithm Research in China’s Library Sector

As an advanced technology of Data Mining, Genetic Algorithm provides an important method for deeply excavating library’s collection resources and personalized interactive learning services. The paper adopts the method of bibliometrics to statistics, combing and analysis of the current research status of Genetic Algorithm research in China’s Library Sector, finds the characteristics of Genetic Algorithm research in China’s Library Sector, and proposes the research trends of Genetic Algorithm research in China’s Library Sector in the future for promoting in-depth research and practice in the field of Genetic Algorithm research in China’s Library Sector, and improves the utilization rate of library’s collection resources and service effectiveness.

Hybrid Energy Systems and the Logic of Their Service-Dominant Implementation: Screening the Pathway to Improve Results

The transition of the global economy to a low-carbon development path has led to dramatic changes in the organization and functioning of energy markets around the world, where hybrid energy systems (HESs) are one of the decisive active agents. At the same time, a number of problems facing the modern HESs are primarily due to the stochastic nature of the renewable energy they use, require further profound changes not only in the technologies they use and how they manage them, necessary to meet the needs of end consumers and interact with the unified energy system, but also to preserve the ability of the environment to self-heal. In order to make the process of changes more efficient and eco-deep, the article proposes to use and discusses the approach based on service-dominant (SD) logic, which opens up new opportunities for solving the problems of HESs. First of all through: the implementation of closer service interaction with other participants in the energy markets, as well as with the environment; a systemically organized process of transforming the “product” economic activity of HESs into a service-dominant one; developing the generalized and engineering models for solving the problems of optimizing the technical and economic indicators of HESs, operation in steady-state and transient modes. The calculations confirm the effectiveness of the proposed approach and its ability to reduce the average daily costs for the system as a whole by 14.7% compared to the costs with a uniform distribution of power between the modules.