Modern Service Systems Research Articles

Preface to the Special Issue on Behavioral Queueing Science: The Need for a Multidisciplinary Approach

Preface to the Special Issue on Behavioral Queueing Science: The Need for a Multidisciplinary ApproachModern service systems are economically important but operationally complex. In “Preface to the Special Issue on Behavioral Queueing Science: The Need for a Multidisciplinary Approach,” Ingolfsson, Mandelbaum, Schultz, and Yom-Tov discuss how this special issue advances the scientific study of queues in services systems by acknowledging the central role of human behavior. Behavioral queueing science requires a multidisciplinary approach, using tools that include mathematical modelling, lab experiments and field studies. Each discipline has strengths and weaknesses, but together they have complementing goals, and jointly they give rise to a scientific paradigm for behavioral queues. Cross-disciplinary work is challenging but necessary. The eleven papers in our special issue show how this can be done successfully while setting an example for future work.

Heavy-Traffic Universality of Redundancy Systems with Assignment Constraints

Modern service systems, like cloud computing platforms or data center environments, commonly face a high degree of heterogeneity. This heterogeneity is not only caused by different server speeds but also, by binding task-server relations that must be taken into account when assigning incoming tasks. Unfortunately, there are hardly any theoretical performance guarantees as these systems do not fall within the typical supermarket modeling framework which heavily relies on strong symmetry and homogeneity assumptions. In “Heavy-traffic universality of redundancy systems with assignment constraints,” Cardinaels, Borst, and van Leeuwaarden provide insight in the performance of these systems operating under redundancy scheduling policies. Surprisingly, when experiencing high demand, these systems exhibit state space collapse and can achieve a similar level of resource pooling and performance as a fully flexible system, even subject to quite strict task-server constraints.

THE ROLE OF LIBRARY ON THE IMPLEMENTATION OF THE LEARNING PROGRAM IN SDIT SALSABILA 2 KLASEMAN YOGYAKARTA

ABSTRACTLibraries have an important role in the field of education, for research purposes, preservation of information resources and recreation areas. Libraries also have a role in increasing the intelligence and empowerment of the nation, as a human person who always wants to advance and the development of institutions that are increasingly experiencing intense competition. This study seeks to see the role of the library in improving the quality of elementary schools at SDIT Salsabila 2 Klaseman, both with regard to student achievement and the progress of the institution. The type of research used is descriptive qualitative, data collection is done by looking directly at the object of research (direct observation) interviews and documentation. The results of this study indicate that libraries have an important role in improving the quality of elementary schools such as the development of library facilities; there is a special room, a growing collection of books, modern service systems, air-conditioned room facilities, computers and LCD projectors are available and also supports children's achievements in winning several championships including in the PAI quiz competition and the MIPA OlympiadKeywords: Quality Improvement of Elementary Schools: The Role of Libraries

Architecture Design and Key Technologies Study of Omnichannel Business Platform for Electric Power Marketing

Building the omnichannel business platform for the electric power marketing and integrating all online service resources, with the features of customer aggregation, business integration and data sharing, are an inevitable pathway for the power grid enterprise to establish the customer-centric modern service system and realize its digital transformation strategy. The overall architecture of the omnichannel business platform is proposed and the detailed design for the eight shared service centres are given respectively for user centre, ticket centre, electronic bill centre, payment centre, order centre, points centre, online customer service centre, and messaging centre. Some typical application scenarios are described to illustrate the internal working mechanism of the shared service centres and the cooperation mechanism among them, such as management of comprehensive energy business, online interaction service for the electric power customer, and instant messaging delivery. The key technology applications and practices are discussed for the implementation of the business platform, such as improving data processing capabilities, building integrated services with fast response, and developing digital operational capabilities. The development prospects of the business platform are concluded finally, whose service centres would be gradually be evolved into an important component of the strategic business platform for the power grid enterprise by continuously precipitating the business capabilities and establishing the competent service centres.

Two‐class constrained optimization with applications to queueing control

AbstractConstrained Markov decision process (CMDP) is a methodology that has not seen wide applications in the literature, but is a more natural specification for modeling preferences in modern service systems. In this paper we present a general framework for solving two‐class CMDPs. In particular, we show that CMDPs can be solved by using the Lagrangian dual to specify a particular unconstrained problem. If an appropriate Lagrange multiplier can be discerned, structural results can be exploited to solve the original CMDP with the appropriate structure. We show that for two queues in parallel or two queues in series, the framework leads to simple threshold‐like optimal policies. The results in each case are used to develop heuristics for analogous problems with abandonments with applications to health care, call centers, and manufacturing systems. The efficacy of the heuristics is verified in each case via a detailed numerical study.

Multi User Context-Aware Service Selection for Mobile Environments

Modern service systems build on top of service dominant designs which encompass contextualization (value-in-context) and collaboration (value-in-use) between users and service providers. Processes in this domain often require the consideration of both context information (e.g., location or time of day) and multiple participating users where each user probably has its own preferences and constraints (e.g., restricted overall budget). However, selecting a suitable service provider for each action of a process, especially when some of these actions are conducted together by several users, can be a complex decision problem in multi user context-aware service systems. Consequently, exact approaches are not fit to solve such a service selection problem in appropriate time. Thus, the paper proposes a heuristic technique applying a decomposition of the users’ global constraints and a local service selection. In this way, the aim is to determine a feasible service composition for each participating user while taking the users’ individual preferences and constraints as well as context information into account. The evaluation of the heuristic technique shows, based on a real-world scenario in the tourism domain, that the proposed approach is able to achieve close-to-optimal solutions while efficiently scaling with problem size and therefore can support decision makers in multi user context-aware service systems.

Data-Driven Understanding of Smart Service Systems Through Text Mining

Smart service systems are everywhere, in homes and in the transportation, energy, and healthcare sectors. However, such systems have yet to be fully understood in the literature. Given the widespread applications of and research on smart service systems, we used text mining to develop a unified understanding of such systems in a data-driven way. Specifically, we used a combination of metrics and machine learning algorithms to preprocess and analyze text data related to smart service systems, including text from the scientific literature and news articles. By analyzing 5,378 scientific articles and 1,234 news articles, we identify important keywords, 16 research topics, 4 technology factors, and 13 application areas. We define “smart service system” based on the analytics results. Furthermore, we discuss the theoretical and methodological implications of our work, such as the 5Cs (connection, collection, computation, and communications for co-creation) of smart service systems and the text mining approach to understand service research topics. We believe this work, which aims to establish common ground for understanding these systems across multiple disciplinary perspectives, will encourage further research and development of modern service systems.

Service Systems Engineering Applications

The rapid growth in the global service economy has greatly increased research in Service Science and Service Systems Engineering (SSE). In Service Systems practice, the service value chain in terms of links among system entities is defined to co- create value and deliver high quality of service. A Service System is thus defined by its value co-creation chain in which all relevant stakeholders collaborate dynamically in real time or near-real time to deliver high quality service according to the business, service, and customer goals. This paper illustrates how SSE can help define, and discover relationships among Service System entities and addresses the service-oriented, customer-centric, holistic systems view in order to plan, design, adapt or self- adapt to co-create value. Modern service systems, which may be classified as system of systems (SoS), mandate well-defined integration and governance to link service system entities for the real-time dynamic analysis of ever-changing requirements within a Service System. In this paper, SSE concepts and methodologies are applied across various SSE stages to describe an intelligent emergency transportation system and a near real-time dynamic Smart Grid service system. Additionally, issues which need to be addressed within SSE methodologies for global deployment of efficient world-wide service systems are discussed. Finally, future work required for improving current SSE methodologies and help steer research towards achieving global service effectiveness is discussed.

The human side of service engineering

AbstractService engineering is concerned with applying engineering methods to make and scale diverse types of service systems, which range from transportation and finance to health care and government. What makes modern service engineering uniquely challenging is the need not only to consider the technical side of these system designs but also to focus on how these systems engage, relate to, and are perceived to contribute to the self‐actualization goals of their all‐too‐human “cocreators of value.” Service systems must have a wide‐ranging “human side.” In this article, we propose a framework to scope and better define the human side of modern service systems. We then explore how to impact the cocreation of value in modern service systems, characterized by their digital, interconnected, dynamic, and human‐intensive nature. In conclusion, we relate the other articles in this special issue to this modern service system framework, as well as suggesting future research directions. © 2012 Wiley Periodicals, Inc.

Route Optimization Algorithm and Solution for Web Service Engineering

Many modern service systems rely on a network of hub facilities to help concentrate flows of freight or passengers to exploit the economies of scale in transportation. Whereas,the possible defect that bypass cost caused by hub or intermedia seem unvoided. This paper employs a novel optimal hub-and-spoke network based decision approach which unite “bypass cost” and “congestion effect” effectively,presents a algorithm in time effect compared with tradional algorithm, sets up a computational work which performed on a personal computer with data for postal operations in Sydney,Australia and draw a conclusion that the approach presented in this paper are much better in time than traditional way.

Developing a Mobile Service-Based Customer Relationship Management System Using Fuzzy Logic

Customer relationship management (CRM) has gained lately widespread popularity in many industries. With the development of economy and society, customers are unsatisfied with the stereotyped products. As customers usually describe their demands in nature language, the demands are often conflicting with each other and are often imprecise. The paper studies the operation process of handling customer demand for modern service systems based fuzzy logic methods. While in this mobile medium times, mobile service and CRM are rarely taken into unite study. This paper overviews the related theory likes business engineering, relationship marketing and mobile business, which can be used in m obile CRM (mCRM) and in the implement of mobile CRM. The paper analyzes the underlying technology and marketing issues of the initiation of mCRM and integrat es various issues of mCRM. Moreover, the paper discusses the characteristics of useful mCRM as the implement of mCRM will help the enterprise enhance the customer relationship and customers’ loyalty will also gain more profit. A new stability criterion for the extended singular dynamic input-output model is given to ensure the stability of input-output model.