Interactive Services Research Articles

DAMPAK PERILAKU NORMA SOSIAL TIDAK BIASA TERHADAP KUALITAS LAYANAN SELAMA MASA PANDEMI COVID-19

Unusual social norm behavior or what is referred to as new habits has an impact on the process of service interaction during the Covid-19 pandemic. Service providers face a dilemma between implementing health protocols with the consequence of reducing service quality dimensions or the behavior of continuing to ignore health protocols with the consequence of a massive virus transmission process. The pandemic period destroys all unusual service interactions, leading to changes in service models and having an impact on customer satisfaction. The purpose of the preset study was to examine the effects of social norms on intimacy, competence, disgust and humanness as well as customer satisfaction on retail service interactions during the Covid-19 pandemic. A sample of 257 respondents was analyzed using AMOS 22.0. Results of the analysis show that, first, unusual social norm had an effect on the intimacy of waiters with customers. Second, unusual social norms had an effect on waiters’ competence. Third, unusual social norms had an effect on disgust in service interactions. Fourth, unusual social norms had an effect on humanness in service interactions. Finally, intimacy, competence, disgust and humanness had an effect on customer satisfaction.

The Medium is the Messenger A Quantitative Study on the Relation between Social Media Services and Neighbourhood Social Interactions

Internet-based social networking services (ISNS) like Facebook, Instagram, Twitter, and others have revolutionized the way people connect, enabling interactions across great distances. This has sparked a debate about the impact of ISNS use on face-to-face contact, particularly within neighbourhoods. Some argue that ISNS diminish the significance of local physical place and hinder meaningful interactions, especially among neighbours. Conversely, others view ISNS as tools that foster new forms of connectedness and enhance relationships within neighbourhoods by creating opportunities to engage with existing peers. However, there is a significant knowledge gap regarding the varying effects of ISNS on offline social interaction within neighbourhoods. Do different ISNS, including messenger services, Facebook, Instagram, Twitter, and neighbourhood-specific social networks (e.g.nebenan.de), 1 have distinct effects on offline social interaction within neighbourhoods? Are there differences in usage between native residents and migrants? We analyse data from a 2022 postal survey conducted in two German cities (Essen and Cologne), involving 2, 676 residents in 166 neighbourhoods. The results from our multiple linear regression model show that the impact of different ISNS on social interactions varies. Messenger services and neighbourhood-specific social networks have a positive impact on social interactions within the neighbourhood. However, popular social media platforms like Facebook, Instagram, and Twitter do not significantly affect social interactions within the neighbourhood. Additionally, individuals from the native population do have more social interaction with their neighbours compared to those with a migration background.

A Gradient of Unisons: The Emergent Superunit in Collective Action

Abstract As design practice shifts from designing material goods to shaping and facilitating social situations, there is a compelling need to develop a richer understanding of specific social relations as facilitated by design. This article explores bodied unisons—enkinaesthetic entrainments of self + other. We present these unison acts as identifiable patterns of behavior that are observable when people coordinate, patterns that foster a move from individual to superunit. Extending the metaphor of musical unison, this article provides perspective on the varied qualities of consensus, offering insight for those designing to coordinate behavior. The disciplines of service design, interaction design, and experience design all aim to coordinate behavior toward specific ends. In each discipline, there are two or more entities (the client and the service provider, for instance) searching for congruence, and the success or failure of the interaction can be assessed through this spectrum of unisons. This study explores the definition of unison as an enkinaesthetic embodied act, provides a framework for analysis, and concludes with implications for the design profession and some ethical considerations regarding designed unisons. The analytical framework encourages novel attention to shared experience, opening avenues for intervention in experiential design fields. As a metaphoric construct and as embodied performance, unison offers participants a sense of stability and cooperation with varying degrees of independence and agency.

Research on the Construction and Application of Online Open Courses for Continuing Education in Management

This article delves into the strategic construction of online open courses (MOOCs) for management continuing education at Lingnan Normal University, outlining a holistic approach to enhance the quality and recognition of these programs. By tailoring course content to reflect local context and industry trends, the university ensures that learners acquire knowledge and skills relevant to the Chinese market. The emphasis on strengthening teacher-student interaction and comprehensive learning support services fosters an environment conducive to active engagement and personalized learning experiences. Furthermore, upgrading the technical capabilities of the course platform ensures seamless access and a user-friendly interface, catering to diverse learner preferences. Collaborations with industry partners for internship training and real-world projects deepen the practical relevance of the courses, bridging the gap between theory and practice. By refining the evaluation and certification system, Lingnan Normal University guarantees the rigor and validity of its online management courses, attracting both domestic and international learners. With a commitment to open cooperation and continuous innovation, the university strives to pioneer new avenues for online education, nurturing future management leaders who will drive socio-economic progress and contribute positively to society.

ANALYSIS OF THE QUALITY OF THE ZETA SCARVES WEBSITE USING THE WEBQUAL 4.0 METHOD

This research aims to analyze the quality of the Zeta Scarves website using the WebQual method. The study focuses on three dimensions of website quality: usability, information quality, and service interaction. The data were collected through an online questionnaire distributed to users of the Zeta Scarves website. A total of 296 respondents participated in the study. The collected data were analyzed using descriptive statistics and the WebQual index. The results showed that the Zeta Scarves website received high scores in all dimensions of website quality. The usability dimension, which measures the ease of use and navigation, received a score of 4. The information quality dimension, which assesses the accuracy and relevance of the provided information, received a score of 3,9. The service interaction dimension, which evaluates the customer service and interaction features, received a score of 3,9. Based on the analysis, it can be concluded that the Zeta Scarves website has achieved a high level of quality, as perceived by the users. The findings of this study provide valuable insights for Zeta Scarves in enhancing their website to further improve customer satisfaction and strengthen their competitive position in the online fashion industry

Decentralised Global Service Discovery for the Internet of Things.

The Internet of Things (IoT) consists of millions of devices deployed over hundreds of thousands of different networks, providing an ever-expanding resource to improve our understanding of and interactions with the physical world. Global service discovery is key to realizing the opportunities of the IoT, spanning disparate networks and technologies to enable the sharing, discovery, and utilisation of services and data outside of the context in which they are deployed. In this paper, we present Decentralised Service Registries (DSRs), a novel trustworthy decentralised approach to global IoT service discovery and interaction, building on DSF-IoT to allow users to simply create and share public and private service registries, to register and query for relevant services, and to access both current and historical data published by the services they discover. In DSR, services are registered and discovered using signed objects that are cryptographically associated with the registry service, linked into a signature chain, and stored and queried for using a novel verifiable DHT overlay. In contrast to existing centralised and decentralised approaches, DSRs decouple registries from supporting infrastructure, provide privacy and multi-tenancy, and support the verification of registry entries and history, service information, and published data to mitigate risks of service impersonation or the alteration of data. This decentralised approach is demonstrated through the creation and use of a DSR to register and search for real-world IoT devices and their data as well as qualified using a scalable cluster-based testbench for the high-fidelity emulation of peer-to-peer applications. DSRs are evaluated against existing approaches, demonstrating the novelty and utility of DSR to address key IoT challenges and enable the sharing, discovery, and use of IoT services.

LONGEVITY: NOW AVAILABLE IN CANS! A PERFORMANCE LECTURE APPROACH TO ADDRESSING LONGEVITY ISSUES FROM A RESPONSIBLE INNOVATION PERSPECTIVE

This article describes the development of a theatre- and design-based Performance Lecture whose goal is to develop reflexivity around the theme of longevity and innovation in secondary and university level students. Theatre is an art form that aims at developing self-reflection and reflexivity in both audiences and participants, opening the door to reflective learning which, if combined with critical design and design fiction, offers an effective medium for addressing many dimensions of Responsible Innovation (RI). The workshop involves the presentation of a fictional “near-future” product, a drink called "Longevity". The drink contains nanobots that once ingested can be directed (with an app) to stimulate the body to produce certain compounds, allowing the user to control different properties in their blood “in flow”. This innovative use of technology offers more bodily efficiency, leading to a longer life. This methodology was primarily developed during the A Society for All Ages. Longevity-driven design Masters course at Milan Polytechnic (2022-23) and the Interaction Design and Service Design Masters courses at Milan Domus Academy (2023), and is grounded in grassroots approaches to Responsible Innovation.

ON CERTAIN ISSUES OF THE IMPLEMENTATION OF THE INSTITUTION OF PROBATION IN THE REPUBLIC OF KAZAKHSTAN AND THE SEARCH FOR WAYS TO IMPROVE IT

This article highlights some issues related to the implementation of the institution of probation in the Republic of Kazakhstan. The article presents statistics collected for the period 2019-2022 on suspended prisoners removed from the register in connection with: - with early release; - with a referral to an institution; - with the commission of a crime. To illustrate the problems of applying the material norms of the Criminal Code on probation in the activities of the Kazakh probation service, the author gives examples from the materials of law enforcement practice. The empirical experience of the departments of the probation service of interaction with district courts when sending submissions with a request to resolve the issue of the cancellation of conditional sentences against individual citizens is given. The analysis of court decisions sheds light on a certain problem of criminal legislation affecting the law enforcement practice of the Kazakh probation service when its employees send representations about the cancellation of a suspended sentence. In order to find ways to solve the existing law enforcement problems and improve the institution of probation, the author comes to the conclusion that it is expedient to conduct a survey as experts on the specified professional community of probation service employees, which should be faced with a number of topical questions formulated by him: Based on the illustrated court decisions and materials of the practice of the Kazakhstan probation service, the author presents his vision of the prospects for improving the norms of criminal legislation regulating the implementation of conditional sentences in the Republic of Kazakhstan. The hypothesis is put forward that the identification of the common position of the expert community of probation officers will entail the introduction of appropriate legislative initiatives with the preparation of a package of amendments and the organization of preliminary hearings with interested state bodies on improving the institution of probation in the Republic of Kazakhstan.

Spatiotemporal characteristics and drivers of ecosystem service interactions in the Dongting Lake Basin

Uncovering the spatiotemporal features of ecosystem services (ESs) and their intricate interrelations in large lake basins can facilitate the development of scientific management measures for various ESs. Previous studies have focused less on watershed units and their historical dynamics, and the ecosystem service (ES) driving mechanisms remain unclear. Here, we focused on Hunan Province—the main coverage area of the Dongting Lake Basin (China's second largest freshwater lake), investigated the spatiotemporal characteristics of seven typical ESs and their interactions, identified the ecosystem service bundle (ESB) historical spatial patterns and revealed the socio-ecological driving mechanisms of these ES changes. Results showed that: (1) the spatial distribution of most ESs remained stable in the basin. Food production (FP), water yield (WY), soil conservation (SC) and net primary productivity (NPP) improved over time, whereas nitrogen retention (NR), habitat quality (HQ) and outdoor recreation (OR) declined; (2) tradeoffs were observed between food production and most ESs, whereas synergistic relationships between all ESs except food production. The tradeoff relationship between food production and water yield increased significantly over time, while the synergistic relationship between water yield and nitrogen retention decreased significantly; (3) five ecosystem service bundles were identified. And the transformation of soil conservation area into integrated ecological regulation area mainly occurred from 2000 to 2020, resulting in an increase in the function of ecological regulation services; (4) natural conditions such as precipitation, topography and vegetation, as well as socio-economic factors such as Gross Domestic Product (GDP) and population, were key factors affecting ESs. The interactions among most of these drivers can further elucidate the ES changes. Our results emphasize the need for a watershed-based assessment and a historical dynamic perspective in the sustainable management of ESs.

Perception of Gen Z Customers towards Chatbots as Service Agents

Rapid advancement in Artificial Intelligence (AI) has transformed the dynamics of interaction between organizations and consumers. The rapid emergence and adoption of AI chatbots have ushered in a new era of convenient and efficient customer service. This paper addresses the gap of how Gen Z perceives chatbots as an alternative for service interaction, considering that this sample of the population is relatively more tech savvy and understands technology better. Utilizing semi-structured interviews for in-depth interaction, a thematic analysis reveals six key themes: trust and reliability, nature of interaction, perceived usefulness/ease of use, advantages, disadvantages, and areas of improvement. Gen Z generally views chatbots as limited in handling complex queries, highlighting the importance of human intervention and database expansion. The identified themes provide valuable insights for organizations to highlight strengths and address weaknesses in AI chatbots’ interactions with customers. The findings assist managers responsible for technology implementation in understanding customer pain points, fostering enhanced value for both users and organizations leveraging chatbots. This paper offers a comprehensive analysis of user experiences to illuminate the advantages and shortcomings of chatbots as service agents.

Antecedents of rapport and its mediating role on relational cohesion in patient-physician interaction

Increasing competition in healthcare services, it is imperative that physicians and family-care practitioners seek ways to attract and retain patients. Building relationships with existing patients is one sure way to continued patronage and increased clientele. The purpose of this paper is to examine antecedents of rapport and its influence on perceived relationships in the context of patient-physician interaction. Study using cross-sectional survey method with structured questionnaire was used for data collection. Structural Equation Modeling was used for analyzing the data collected from 326 patients residing in Karnataka, India. The finding suggests that respect, responsibility and understanding have significant influence on relational cohesion with rapport acting as mediating variable. The results add to the empirical validity of the relationship among rapport, respect & relationship, as it is required to understand studied in Indian context. The finding provides new directions for both healthcare professionals and institutions in their endeavor of building relationships with their customers (Patients) by emphasizing the need for developing ‘rapport’ as an integral part of service interaction. Future research like longitudinal and experimental studies can provide more conclusive evidence regarding the influence of service behaviour on rapport.

The influence of health service interactions and local policies on vaccination decision-making in immigrant women: A multi-site Canadian qualitative study

ObjectivesResearch on immigrant and refugee vaccination uptake in Canada shows that immunization decisions vary by vaccine type, location, age and migration status. Despite their diversity, these studies often treat immigrant and refugee populations as a single group relative to other Canadians. In this comparative study, we explored how previous risk communication and immunization experiences influence immunization decisions by immigrant and refugee women from three communities across Canada. MethodsParticipants included women from the Punjabi immigrant community located in Surrey and Abbotsford, British Columbia (n = 36), the Nigerian immigrant community located in Winnipeg, Manitoba (n = 43), and the Congolese refugee community in Edmonton, Alberta (n = 18). Using focus groups guided by focused ethnography methodology, we sought to understand immunization experiences in Canada and before arrival, and what information sources influenced the immunization decision-making process by the women in the three communities. ResultsParticipants had differing past experiences in Canada and before their arrival that influenced how they used information in their vaccination decisions. Clear vaccination communications and dialogue with Canadian health care providers increased trust in Canadian health care and the likelihood of vaccine uptake. By contrast, weak vaccine recommendations and antivaccination information in the community prompted participants to decline future vaccines. ConclusionGiven our participants' different communication preferences and needs, we argue that a one-size-fits-all communication approach is inappropriate for immigrant and refugee populations. Instead, multi-pronged communication strategies are required to reach participants and respond to previous experiences and information that may lead to vaccination hesitancy.

Effect of Operation Assessment on Performance of State-Owned Sugar Firms in Kenya

The primary goal of supply chain design is to improve service quality and interaction levels between service providers and customers. The purpose of this study was to examine the effect of operation assessment on the performance of state-owned sugar firms. The research employed a descriptive causal research design to provide a cause-and-effect relationship between the variables. The target population comprised all four operating state-owned sugar companies, namely Chemilil, Muhoroni, Sony, and Nzoia. The composition of the target population consisted of four factory managers, four finance managers, five hundred and twenty-four agricultural extension officers, four human resource managers, one hundred and eighty agricultural services personnel, and four strategy and planning managers, bringing the total target population to 720. The simple stratified purposive sampling technique was applied to obtain a sample of 325 respondents. The researcher used questionnaires for data collection. The analysis of the data was executed using descriptive and inferential statistics. Statistical Package for Social Sciences (SPSS) helped in the analysis. The data was organized and presented in tables. The hypothesis was tested at a 95% confidence level. The results indicated that operation assessment had a positive effect on the performance of selected sugar manufacturing firms in Kenya (t = 6.666, p<0.05). Simple regression helped determine the strength and direction of the relationship between the study variables. The study is of importance to potential investors and managers to help in policy formulation. It will also be of importance to academia, which will beef up the study, particularly in the manufacturing sector, and encourage further investigation in the area of performance based on supply chain design. The study recommended the need for managers to use proper data management approaches and tools, ensure timely access to relevant data, and ensure quality control and assurance of field tasks at all times in order to boost operational efficiency, which leads to the realization of profits in the manufacturing enterprise, especially the sugar manufacturing sector.

Tayseer: A Novel AI-Powered Arabic Chatbot Framework for Technical and Vocational Student Helpdesk Services and Enhancing Student Interactions

The rise of conversational agents (CAs) like chatbots in education has increased the demand for advisory services. However, student–college admission interactions remain manual and burdensome for staff. Leveraging CAs could streamline the admission process, providing efficient advisory support. Moreover, limited research has explored the role of Arabic chatbots in education. This study introduces Tayseer, an Arabic AI-powered web chatbot that enables instant access to college information and communication between students and colleges. This study aims to improve the abilities of chatbots by integrating features into one model, including responding with audiovisuals, various interaction modes (menu, text, or both), and collecting survey responses. Tayseer uses deep learning models within the RASA framework, incorporating a customized Arabic natural language processing pipeline for intent classification, entity extraction, and response retrieval. Tayseer was deployed at the Technical College for Girls in Najran (TCGN). Over 200 students used Tayseer during the first semester, demonstrating its efficiency in streamlining the advisory process. It identified over 50 question types from inputs with a 90% precision in intent and entity predictions. A comprehensive evaluation illuminated Tayseer’s proficiency as well as areas requiring improvement. This study developed an advanced CA to enhance student experiences and satisfaction while establishing best practices for education chatbot interfaces by outlining steps to build an AI-powered chatbot from scratch using techniques adaptable to any language.

What might an interactive music therapy service bring to the adult intensive care unit? A suggested service based on data from a scoping review

Individual music listening in intensive care units (ICU) has more frequently reported benefits for reducing anxiety and pain. There may be benefits in reducing heart rate and respiratory rate. There is a lack of research in the ICU setting that examines the effects of active music-based interventions, for example, where patients play instruments as part of structured exercises for cognitive or physical rehabilitation or improvise music with a Health and Care Professions Council (HCPC) registered Music Therapist in ways that may benefit emotional well-being in addition to physical and cognitive function, including management of deconditioning. The search string of the present scoping review was used on 25 January 2022 and then again for PubMed on 24 June 2023 and brought up any research using music or music therapy in the intensive care setting. Out of 139 titles, 45 full texts were included, with a total of 3,441 participants. Forty-three studies meeting the inclusion criteria used pre-recorded music, ranging from cassette to CDs, audio files, and MP3, most often delivered using headphones, some with audio pillows. All interventions were passive (listening) except for one, which delivered music played live. More research is needed into the workings of active and receptive music therapy in the adult ICU.

Correction to: Gendered Human–Robot Interactions in Services

Correction to: Gendered Human–Robot Interactions in Services

Formation of creative thinking of schoolchildren using interactive timelines in the conditions of additional education

The problem and the aim of the study. Preparing a graduate who can apply acquired knowledge in practice in new non-standard situations is one of the key tasks facing a digital school teacher. The information environment of additional education makes it possible to organize didactic interaction with online tools in a special way, during which its participants receive opportunities to demonstrate creativity and generate original ideas and solutions. The purpose of the study is to identify the potential of using interactive time tapes in classes in the additional education system to develop the creative thinking of schoolchildren. Research methods. The methodology is based on an analysis of the didactic possibilities of additional education and interactive services for the formation of creative thinking; on clarifying the training program and ways of organizing activities in the classroom when creating timelines. To develop a timeline, an online application Timeline JS is used. The experiment involved 60 schoolchildren from the creativity studios “Word” and “Miniature” (Russian Federation). To assess the maturity of creative thinking, the “Test of Divergent (Creative) Thinking” technique is used (author – F. Williams, adaptation – E. E. Tunik). For statistical processing of data, Pearson's χ2 (chi-square) criterion is used. Results. An important feature of the proposed work system is the integration of timelines into various areas of the studio activities: social-pedagogical, technical, physical education and sports, etc. Schoolchildren from the experimental group study according to the following plan: studying ready-made timelines; analysis of relevant Internet resources; creation of an interactive scale; discussion of the designed timeline; foresight session to identify options for its possible application. Statistically significant differences were revealed in the qualitative changes that occurred in the pedagogical system (χ2 = 6.154; p < 0.05). In conclusion, the possibilities of interactive timelines for the development of creative thinking are formulated: reusability; retrospective and multimedia presentation, etc. The difficulties that complicate the use of online services are described: time costs, the need to develop criteria for systematically assessing the effectiveness of using interactive applications for the appropriate purpose, etc.

Detection of long-term land use and ecosystem services dynamics in the Loess Hilly-Gully region based on artificial intelligence and multiple models

Balancing intensive development with biodiversity conservation is critical for ecological sustainability. In the Loess Hilly-Gully region, which has experienced significant environmental changes from 1980 to 2020, land use changes are vital for ecosystem service maintenance. However, these processes are susceptible to environmental stressors such as climate change, land degradation, and inadequate land management. Despite recognizing these stressors, their combined impact on land use and ecosystem services is not well understood. This study addresses this gap by utilizing multi-model land use simulations combined with artificial intelligence to analyze changes over the four-decade period. We focused on identifying ecological nodes essential for landscape connectivity, finding that these nodes significantly enhance regional ecosystem services. We also examined the relationship between land use changes and ecosystem services under various environmental stressors within the specified timeframe. Our analysis indicates that land use changes are a strong indicator of ecosystem evolution in these areas. We observed that under natural conditions, land use and ecosystem services interactions are governed by both stochastic and deterministic factors. Interestingly, multiple stressors intensified the stochastic nature of land use changes and the deterministic aspects of ecosystem services. Specifically, climate change, coupled with suboptimal land management, significantly affects this relationship, with climate change being the most influential factor on land use patterns during the studied period. This research offers important insights for improved environmental management and reducing impacts on aquatic ecosystems amid escalating climate change threats.

Cervical cancer screening barriers and facilitators from the perspectives of women with a history of criminal-legal system involvement and substance use

BackgroundThe wide availability of routine screening with Papanicolaou (Pap) tests and vaccinations against human papillomavirus has resulted in a decline in rates of cervical cancer. As with other diseases, however, disparities in incidence and mortality persist. Cervical cancer, is found more often, at later stages, and has worse outcomes in people who live in rural areas, identify as Black or Hispanic, and in people who are incarcerated. Studies report 4–5 times higher rates of cervical cancer incidence in people detained in jails and prisons than in community-based samples. Studies to explain cervical cancer differences have been inconclusive, though there is broad consensus that issues of access play a role. In this study, we sought to learn more from people who have a history of criminal-legal system involvement and substance use about what barriers and facilitators they perceive in accessing cervical cancer preventive health and other support services in the community.ResultsWe conducted semi-structured interviews with open-ended questions by telephone with 20 self-identified women, ages 22–58, in Birmingham, Alabama. Interviews were audio recorded and transcribed and the transcripts analyzed using immersion-crystallization techniques. Our team identified two main themes, making connections: the importance of interpersonal communication, which stressed barriers and facilitators related to what makes for effective and humanistic interactions in cervical health prevention and other services, and getting it done: the logistics of access and availability, which highlighted elements of cost and payment; scheduling; transportation; and clinic policies.ConclusionsPeople with a history of criminal-legal system involvement and substance abuse meet with a variety of enabling and impeding factors at personal and interpersonal as well as systemic levels in obtaining cervical health services. To better ensure that women in this high-risk group have equitable access to cervical cancer prevention and treatment—and thus better cancer outcomes—will require multilevel efforts that include an emphasis on improving the human connection in health care encounters and improving the nuts-and-bolts logistics related to accessing that care.

Analisis Kualitas Layanan Data Pokok Pendidik (Dapodik) Pada Smk Negeri 1 Palembang Menggunakan Metode Webqual 4.0

The object of this research is the educator basic data information system (DAPODIK at SMK Negeri 1 Palembang. this research aims to test the quality of information system services. the sample used in this research was school teachers as system users. the sampling technique uses non-probability sampling. the number of samples in this study was 70 respondents. this research uses a qualitative approach. the data analysis technique used for hypothesis testing is path analysis. The method used in this research is Webqual 4.0, which uses 4 indicators: usability, information quality, service interaction quality, and user satisfaction. based on Webqual 4.0 variables. the results of the analysis show that the usability quality score is 2,800 with a percentage level of 84.25%, supported by regression, which proves usability quality has a significant positive effect on user satisfaction. the information quality score result is 2,450 with a percentage level of 84.45%, supported by regression, which proves that information quality has a significant positive effect on user satisfaction, while the service quality score result is 2,100 with a percentage level of 81.33%, supported by regression which proves service quality has a positive effect significant to user satisfaction.