Server Logs Research Articles

The role of proximity in omnichannel customer experience: a service logic perspective

PurposeThis article proposes a new theoretical background against which to measure customer experience for omnichannel service deliveries and communications based on the concept of proximity. This represents a first step in developing a new measurement approach for omnichannel customer experience.Design/methodology/approachThe methodological approach is based on literature review and theory development. Various streams of literature are integrated on the basis of their interactionist nature (service logic, psychological distance theory, and omnichannel customer experience literature), and theory is developed based thereon.FindingsSuccessful omnichannel service deliveries and communications should build proximity with the customer during interactions at the different touchpoints. Proximity represents the value-in-use for the customer, who is coproducer of value at each interaction. Proximity can be applied to all touchpoints, thus strengthening seamlessness for omnichannel service deliveries and communications.Originality/valueThis research advances knowledge by integrating the concepts of omnichannel and proximity under the lenses of service logic. The author proposes a new theoretical background for the measurement of omnichannel customer experience that contributes to the literature. In modern omnichannel service deliveries and communications, a measurement approach based on proximity fulfills the need to reconcile customer experiences at both remote and physical touchpoints for a holistic and coherent customer experience. Use of the four proximity dimensions (social, temporal, spatial, and hypothetical) gives flexibility to managers to build proximity across remote and physical touchpoints in different industries.

Service research: past, present and future research agenda

PurposeThis study aims to explore past and present service research and to provide a future research agenda for service researchers by presenting a big picture of the intellectual connections and emerging topics in the discipline.Design/methodology/approachThis study is an empirical analysis of citations and cocitations on a sample of 5,837 articles published in leading service journals (from 1981 to December 2020). Network analysis was adopted to analyze the data. This study is exclusive in conducting the inquiry at the individual publication level, rather than using the normal aggregated author co-citation analysis approach.FindingsThe findings reveal that the main themes of service research centered on customer satisfaction, service quality, service-dominant logic, methodological foundations, market orientation and service encounter. Also clarified is the periphery domain that may become more important in the future (i.e. technology). The findings also present anchor points for conceptual framing and conceptual development – five main themes that are momentous to navigate theory discovery and justification in the knowledge domain.Research limitations/implicationsIt calls for a more academic effort to evaluate the service research by considering different epistemological paradigms, such as positivism, monologic and hermeneutic, to better understand the process and progress of the discipline.Practical implicationsThrough exploring the transformation of service research into a customer-centric model and technology-based service logic, this study offers possible implications for practitioners and further research areas for service researchers.Originality/valueTo the best of the authors’ knowledge, this study is the first to use a citation, cocitation and network analysis to examine service research published in leading service journals. This study provides a significant contribution to the theory by combining main conceptual areas and interests in the given discipline.

Research on value co-creation elements in full-scene intelligent service

Compared with common intelligent service, full-scene intelligent service has its uniqueness in high integration, synergy, and technological spillover. However, the traditional service or business model theories cannot precisely elaborate its sociotechnical contextual nature and value creation logic. To fill this knowledge gap, we provide initial insights into the value co-creation logic in full-scene intelligent service by exploring the value co-creation elements using a data-driven text mining approach. We analyzed 171 business reports on the full-scene intelligent service by the topic modeling using the Latent Dirichlet Allocation (LDA). The findings reveal three main clusters: value proposition, participants, and connection platform. This study presents a theoretical framework for a further exploratory case study and quantitative research on full-scene intelligent service. This study also helps small and medium-sized enterprises to explore and exploit value co-creation opportunities.

Cyber-Physical-Social Model for Service Recommendation in the Internet of Things

The services in the Internet of Things (IoT) are the key components to realize the value of IoT. The entity-oriented services are discovered from data. However, a large number of heterogeneous data and entities in IoT increase the difficulty of service development. For this, we propose a cyber-physical-social model to recommend services in IoT. The model consists of four layers: in the physical layer, the individual behavior pattern is defined. The system layer is responsible for handling interaction data to solve the heterogeneous data problem. The cyber layer is the agent layer, where we use the defined agents to establish service logic, shielding the entity heterogeneous problem. In the social layer, we explore the behavior similarity between individual users, achieving entity interaction in different scenes. In experiments, we obtain the data from 5 scenes, and the data is used for 6 experiments. In terms of accuracy and response time, our model has outstanding advantages compared with the previous methods.

How Buddhist Monks Use Historical Narratives to Delegitimize a Dominant Institutional Logic: The Case of a Korean Buddhist Organizational Field, 1910–1962

Historical narrative studies suggest that history can be strategically manipulated and narrated by current actors to facilitate change. The studies emphasize that history can be used as a source of narratives to serve present purposes. Building on the studies, this research investigates how leaders use history as a set of narratives to delegitimize a dominant logic, thus facilitating institutional change. The empirical context of this study is a Korean Buddhist organizational field during and after Japanese colonization between 1910 and 1962. This context allows to examine how a group of Korean monks with a peripheral logic (meditation logic) proactively used past stories, legends, and myths to delegitimize a dominant logic (service logic). Their narrative strategies are conceptualized in this study as reviving history, stigmatizing history, and invoking leaders from the past. In integrating the findings with the relevant literature, this research aims to contribute to historical narrative and institutional research.

Gamification in a Physical Activity App: What Gamification Features Are Being Used, by Whom, and Does It Make a Difference?

Background: Gamification is purported to enhance engagement with health behavior apps, ultimately improving their effectiveness. This study aimed to examine (1) whether the inclusion of gamification features in a physical activity smartphone app was associated with improved app usage and goal adherence, describe (2) use of the gamification features, and (3) by whom, and determine (4) whether engagement was associated with increased physical activity. Methods: Data from community-dwelling adult participants (mean age 42.1 years, standard deviation [SD 11.9], 74% female) in the gamified (n = 134) and nongamified (n = 155) conditions from a three-group randomized controlled trial were analyzed. Physical activity was assessed at baseline and 9 months using a survey and accelerometers. App usage (number of days steps were logged), goal adherence (number of days step count was ≥10,000), and behavioral engagement with gamification features were obtained from server logs. Multilevel modeling was used to examine the study aims. Results: Participants who received the gamified app showed more days of usage than those who received the nongamified app (M = 113 days [SD 88] vs. M = 81 days [SD 54], P = 0.006), whereas goal adherence did not differ between groups. The leaderboard and "status" gamification features were the most frequently used gamification features (M = 83 [SD 114] and M = 50 [SD 67] views, respectively). Older age (P = 0.008) and lower body mass index (P = 0.004) were associated with more status views. Participants who reported higher stress symptoms sent more gifts (P = 0.04). The use of gamification features was associated with increased physical activity (P = 0.04). Conclusion: The gamified app was used substantially longer than the nongamified app. Use of gamification features was positively associated with change in physical activity. Leaderboards promoting social comparison may be a promising form of gamification. Research on different forms of gamification is warranted.

The Value Co-creation Through Joint Failure Recovery: B2B Settings

The co-creation of value through joint recovery management has attracted increasing interest in the business-to-business (B2B) service context. However, the underlying process of joint recovery management is less understood. Through the qualitative interviews with suppliers and customers firms and applying the conceptual thinking of service-dominant (S-D) logic and service logic, this research explores the joint recovery practice through which the value is co-created in the context of B2B markets. The analysis reveals value emerges from interaction and their resource contributions to six main activities of joint recovery management, including the prevention, identification, notification, analysis, the resolution of failure and the implementation of the mutually selected solution. Interestingly, the findings indicate that the supplier supports the value creation process through recovery activities and by performing different roles, while the customer can engage in recovery management activities by their resource contribution to the recovery activities, which results in the co-creation of monetary and non-monetary values. The current study serves as a tool for scholars and managers who wish to enhance the value co-creation process through joint recovery management activities in B2B settings.

A Review on the Development of Iot Enabled Hydrogen Sensing Systems

Hydrogen as a fuel is gaining more traction owing to its non-toxic nature and abundant availability. Hydrogen is highly flammable and can be dangerous under certain conditions. It is highly important for industries utilizing hydrogen to employ rigorous detection frameworks that can rapidly detect even minute concentrations of hydrogen. This article intends to provide a review of the various components required to establish an efficient IOT enabled sensing system for hydrogen gas. The article analyses the different options available for components, such as signal conditioning, analog to digital converters, microcontrollers, wireless communication systems, and data logging and analysis services to create a smart sensing ecosystem, weighing in on the pros and cons of all options. Thus, identifying the best choice of components that can detect hydrogen on a real-time basis, send alerts, and make the collected data available across the globe for swift action to help prevent catastrophes.

Understanding Innovation in Education: A Service Co-Production Perspective

Innovation in education has been heavily focused on pedagogical, technological, or regulatory elements, while service innovation relates to other elements involving interpersonal and community co-production too. This paper provides a conceptual framework to understand innovation in education from a service economic perspective. This is done by bridging two rather disconnected research areas: service innovation and education innovation. The results indicate that (i) the characteristics of education as a service (such as interactive co-production) should be taken into account to better understand how innovations are created and implemented; (ii) innovation modes in education can be aligned with service innovation modes, mainly when a public service logic is adopted; (iii) the tension existing in service innovation between customization and standardization is replicated in the education sector; and (iv) multiagent frameworks in service innovation are particularly visible in innovative learning communities. Managerial and policy implications should be guided by service-friendly principles such as freedom, autonomy, and subsidiarity.

Temporal-logic query checking over finite data streams

This paper describes a technique for solving temporal-logic queries over finite sets of finite-length data streams. Such data streams arise in many domains, including server logs, program testing, and financial and marketing data; temporal-logic formulas that are satisfied by all data streams in a set can provide insight into the underlying dynamics of the system generating the streams. Our approach to finding such formulas is based on solving queries, or formulas that include an unknown, given in a variant of linear temporal logic (LTL). Solving such a query involves computing all propositional formulas that, when substituted for the unknown in the query, yield an LTL formula satisfied by all data streams in the set. We give an automaton-based approach to solving these queries and demonstrate a working implementation via a pilot study.

Forensic Analysis on Internet of Things (IoT) Device Using Machine-to-Machine (M2M) Framework

The versatility of IoT devices increases the probability of continuous attacks on them. The low processing power and low memory of IoT devices have made it difficult for security analysts to keep records of various attacks performed on these devices during forensic analysis. The forensic analysis estimates how much damage has been done to the devices due to various attacks. In this paper, we have proposed an intelligent forensic analysis mechanism that automatically detects the attack performed on IoT devices using a machine-to-machine (M2M) framework. Further, the M2M framework has been developed using different forensic analysis tools and machine learning to detect the type of attacks. Additionally, the problem of an evidence acquisition (attack on IoT devices) has been resolved by introducing a third-party logging server. Forensic analysis is also performed on logs using forensic server (security onion) to determine the effect and nature of the attacks. The proposed framework incorporates different machine learning (ML) algorithms for the automatic detection of attacks. The performance of these models is measured in terms of accuracy, precision, recall, and F1 score. The results indicate that the decision tree algorithm shows the optimum performance as compared to the other algorithms. Moreover, comprehensive performance analysis and results presented validate the proposed model.

A közös értékteremtés fogalma a szolgáltatástudományban

Concept of value co-creation in service scienceZsolt GaraiIn this paper I examine the conceptual innovation in service science, related to co-creation of value. To understand better the service logic behind the concept, I first reconstruct the need for such a reform, and I argue that under some interpretations the concept cannot play the role we expect from it. I illustrate the application of these interpretations in a specific domain of its best practices, namely in ITILv3 and ITILv4. Then, to frame and clarify some philosophical underpinnings behind the concept, I relocate the idea into an ancient concept of joint action and friendship. I identify some presuppositions of the idea of collectively shared and created values in virtue of this philosophical analogy, namely concerning its instrumentalism on practical reasoning about ends and values.

Weakening the Logic of Public Authority in the Concept of Administrative Contract by the Existence of Competitive Logic

Public activity has undergone a transformation and the integrity of administrative contract law can no longer be based on the traditional notion of administrative contract. The legal regime of the administrative contract was developed to justify the application of norms different from private law. This connection between the notion of an administrative contract and its specific legal regime explains that questioning the traditional notion of an administrative contract has implications for defining the general theory of administrative contracts. The question arises as to whether we can define the general theory of contracts concluded by administrative bodies. In the classical notion, the specific regime of administrative contracts is based on the logic of public service. The current legal regime of administrative contracts is based on various grounds. Public service, as the main element of the general theory of administrative contracts, today is competed by different logics that have different purposes: it is contractual logic and competitive logic. The first seeks to make an administrative contract similar to a civil contract. The second goes further: he is not interested in the possible specifics of the legal regime of administrative contracts. Previously, the selection of a contractor on a competitive basis did not meet the competitive logic, it was intended to spend public money correctly. Today, competitive logic is integrated into the top of the hierarchy of norms. This particular service logic retreats in the face of competitive principles.

Becoming a smart solution provider: Reconfiguring a product manufacturer's strategic capabilities and processes to facilitate business model innovation

The present study analyzes how a product manufacturer alters its strategic capabilities to become a smart solution provider by employing its dynamic capabilities. We scrutinize how a manufacturer facilitates strategic change by realigning its strategic capabilities and processes from a focus on technical product-development capabilities to product-service-software development capabilities, reconfiguring organizational routines focused on efficiency to routines focused on customer productivity, and shifting from a product logic to a service logic. By studying six leading manufacturing firms based on 86 manager interviews, the present study finds that strategic capabilities are renewed through dynamic capabilities, which involve a reconfiguration of strategic capabilities and processes. Furthermore, manufacturers need to consider the dynamic interplay between resource realignment modes (building digital capabilities, leveraging existing capabilities, accessing external capabilities, and releasing decaying capabilities), hence stressing their reinforcing mechanism to converge products, services, and software. For managers, our study highlights several strategic renewal practices designed to assist and benchmark how strategic capabilities are altered.

Value creation process and outcomes in social inclusion focused services

PurposeThis study aims to elucidate the value creation process within a culturally diversified museum (CDM), which aims to achieve social inclusion, i.e. bridging the social divide between mainstream and minority communities, through the integration of CDM’s and visitors’ resources. Using service logic (SL) theory as the theoretical lens, we aim to unveil the CDM’s unique service provider and customer (visitor) resources, the corresponding resource integration process that explains value co-creation and co-destruction and the resultant value outcomes for social inclusion.Design/methodology/approachA case study of an Australian CDM is used, involving various qualitative data sources, including depth interviews, focus groups, visitor book content analysis, on-site observation and participation in the CDM’s events and forums.FindingsThe findings provide insights into the unique CDM and visitor resources that are integrated to achieve value outcomes that foster social inclusion. However, the results suggest that alongside value co-creation, co-destruction can unfold, causing a (mis)alignment with the aim of the CDM to bridge the social divide between mainstream and minority communities.Practical implicationsThis study’s findings offer salient implications for CDMs and similar service providers that enables social inclusion and policymakers.Originality/valueThis study contributes to the service domain by highlighting the importance of the alignment between provider and customer resources to co-create value within a culturally diversified context. That is, CDMs can learn from the misalignment of their resources and those of their visitors to improve their resource offerings and achieve greater social inclusion outcomes in the future.

Value processes and lifecycles in networks for public service innovation

ABSTRACT Public administrations, to innovate public services, seek strategies beyond market-like mechanisms and claim for clear paths such as lifecycles. This research bridges service management theory and theory of public management to further how networks for public service innovation mediate public value creation; the study, by integrating both theories and the public service logic approach, discusses the dynamic interactions throughout networks evolution (lifecycle). A theory is elaborated, advancing the relevant role of networks lifecycles in public service innovation lifecycles. The research, lastly, offers several propositions to improve (meta)governance of networks for innovation of public services.

A model for mobile curation services in academic libraries

PurposeTo better respond to user needs for personalized information services in the context of academic libraries, this study aims at developing a prototype to provide mobile curation services by using the concept of content curation.Design/methodology/approachThis study used a mobile application software development process, which consisted of five phases: user and organizational requirements, architecture design, navigation design, page design and implementation and usability testing. Usability testing was conducted with a total of 20 college students by online surveys at a university.FindingsMeta-analysis identified key user needs: diversification of services, more personalized services, active communication with librarians, quality improvement of information and interface improvement. User and organizational requirements derived four main service modules – namely, Curation Services, Live Chat, My Page and My Log. Usability testing regarding ease of use, perceived usefulness and satisfaction indicated that participants were satisfied with the prototype.Research limitations/implicationsThe study extends the discussion of quality academic library services by introducing the concept of content curation that uses the advantages of mobile technologies to overcome existing limitations in library services insufficient for meeting individual user needs.Originality/valueAlthough many studies have discussed mobile library services, few studies have focused on developing a system for such services. The model developed in the study fills the research gap. Above all, the key modules specified by the prototype – Curation Services, Live Chat, My Page and My Log services – are expected to improve existing research and learning support services currently offered by academic libraries.

Semantic Based Weighted Web Session Clustering Using Adapted K-Means and Hierarchical Agglomerative Algorithms

The WWW has a big number of pages and URLs that supply the user with a great amount of content. In an intensifying epoch of information, analysing users browsing behaviour is a significant affair. Web usage mining techniques are applied to the web server log to analyse the user behaviour. Identification of user sessions is one of the key and demanding tasks in the pre-processing stage of web usage mining. This paper emphasizes on two important fallouts with the approaches used in the existing session identification methods such as Time based and Referrer based sessionization. The first is dealing with comparing of current request’s referrer field with the URL of previous request. The second is dealing with session creation, new sessions are created or comes in to one session due to threshold value of page stay time and session time. So, authors developed enhanced semantic distance based session identification algorithm that tackles above mentioned issues of traditional session identification methods. The enhanced semantic based method has an accuracy of 84 percent, which is higher than the Time based and Time-Referrer based session identification approaches. The authors also used adapted K-Means and Hierarchical Agglomerative clustering algorithms to improve the prediction of user browsing patterns. Clusters were found using a weighted dissimilarity matrix, which is calculated using two key parameters: page weight and session weight. The Dunn Index and Davies-Bouldin Index are then used to evaluate the clusters. Experimental results shows that more pure and accurate session clusters are formed when adapted clustering algorithms are applied on the weighted sessions rather than the session obtained from traditional sessionization algorithms. Accuracy of the semantic session cluster is higher compared with the cluster of sessions obtained using traditional sessionization.

Efficient Autonomous Defense System Using Machine Learning on Edge Device

As a large amount of data needs to be processed and speed needs to be improved, edge computing with ultra-low latency and ultra-connectivity is emerging as a new paradigm. These changes can lead to new cyber risks, and should therefore be considered for a security threat model. To this end, we constructed an edge system to study security in two directions, hardware and software. First, on the hardware side, we want to autonomically defend against hardware attacks such as side channel attacks by configuring field programmable gate array (FPGA) which is suitable for edge computing and identifying communication status to control the communication method according to priority. In addition, on the software side, data collected on the server performs end-to-end encryption via symmetric encryption keys. Also, we modeled autonomous defense systems on the server by using machine learning which targets to incoming and outgoing logs. Server log utilizes existing intrusion detection datasets that should be used in real-world environments. Server log was used to detect intrusion early by modeling an intrusion prevention system to identify behaviors that violate security policy, and to utilize the existing intrusion detection data set that should be used in a real environment. Through this, we designed an efficient autonomous defense system that can provide a stable system by detecting abnormal signals from the device and converting them to an effective method to control edge computing, and to detect and control abnormal intrusions on the server side.

The Effect of Kerf Thickness on Hardwood Log Recovery

Abstract When sawing a log into lumber or other products, the saw blade removes material to separate the wood fibers between the resulting two parts, a loss of material that is commonly referred to as saw kerf. Thicker kerfs result in greater waste and less material available to produce lumber. Over the past decades, with the advancement of materials and technology, saw blade thickness has decreased. However, the reduction in material loss owing to a reduction in saw kerf may not always translate into a statistically significant increase in lumber product recovery. In this study, we explored the effect of saw kerf thickness on lumber recovery for a range of hardwood log diameters using the US Forest Service's Log Recovery Analysis Tool (LORCAT) sawmill simulation tool. Results indicate that the recovery gains realized depend upon the log diameters sawn, the lumber target thickness, and the change (reduction) in the thickness of the saw kerf.