Service Appeal Research Articles

Analyzing Consumer Feedback on the Quality of Bus Services in Sidoarjo: A Comprehensive Study

This research investigates the challenges faced by bus transportation services in Sidoarjo, highlighting the decline in passenger interest over time. Focusing on the year 2015 as a pivotal period for Sidoarjo's bus transportation development, the study employs a qualitative descriptive method to assess service quality through the lenses of reliability, responsiveness, and assurance. Findings reveal that while service officer responsiveness is commendable, improvements are needed in time clarity for reliability, and passenger assurances hinge significantly on the courtesy and friendliness of trans bus service officers. The study aims to provide recommendations for enhancing the appeal of Sidoarjo trans bus services to prevent declining enthusiasm among passengers, emphasizing the importance of comfort factors such as reliability, responsiveness, and assurance. Highlights : Enhancing Service Appeal: Investigating the factors influencing declining passenger interest in Sidoarjo's bus transportation. Reliability and Time Clarity: Identifying the need for improved time clarity to enhance the reliability of the Sidoarjo trans bus system. Assuring Passenger Comfort: Emphasizing the significance of service officer courtesy and friendliness for passenger assurance in bus transportation services Keywords: Bus Transportation, Passenger Satisfaction, Service Quality, Reliability, Responsiveness

A Community of Consent: Conscientious Objectors on the North Yorkshire Moors and the North East Coast During the First World War

From 1916 onwards, the Military Service Appeal Tribunals gave men in Britain a mechanism to appeal their conscription into the army. Though tribunals across the country heard appeals from tens of thousands of men, the work of the tribunals is now largely forgotten; an officially sanctioned process which began with the destruction of all the tribunal documents in 1921. Using the recently discovered papers for the North Riding County Appeal Tribunal, I have identified a concentration of Conscientious Objectors on the North Yorkshire Moors and specifically along the ironstone mining area of the coast. The high rate of conscientious objection in these areas is suggestive of an anti-war community, but I argue these men appealing at the North Riding Tribunal cannot always be seen as being anti-war. These communities supported the war effort but put limits upon that support. This paper builds upon Cyril Pearce’s ideas around communities accepting of resistance to the First World War, which could be found across Britain, but challenges what these communities and Conscientious Objectors were resisting. If similar patterns can be identified in other parts of the country, this would nuance the narrative of conscientious objection away from men not wanting to fight to men not wanting to be in the army and accepting other forms of war work.

To What Extent May Transit Stop Spacing Be Increased before Driving Away Riders? Referring to Evidence of the 2017 NHTS in the United States

With the emergence of ride-sourcing and ride-splitting services, more options are available to support shifts away from transit, where maintaining transit ridership increases requirements for transit service quality, so as to promote high-capacity and sustainable transport systems. In this endeavor, proper transit stop spacing is critical for both service accessibility and in-vehicle trip efficiency, as well as operation cost. This research explores acceptable stop spacing for three kinds of transit services from the perspective of travel behavior, drawing on the 2017 National Household Travel Survey in the United States. A stochastic frontier model is developed to infer passengers’ unobservable vertex of acceptable transit access times on the basis of observed walk time, which can be converted to the tolerance with respect to stop spacing with the average walking speed. Significant explanatory variables on the vertex of acceptable transit stop spacing are further identified with their quantified impacts, including household density, household income, wait time, trip distance, transfer, and maintenance purpose, while the inefficiency variance is significantly related to traveler age, wait time, secondary walk time, and trip frequency. Recommended response strategies follow. Findings from this study provide insights, guidelines, and implementation plans for different transit agencies when considering stop spacing redesign, to strengthen transit service appeal and to promote cooperative and sustainable multi-modal urban transport systems.

Exploring regulatory fit between service relationships and appeals in co-production

Purpose This paper aims to explore how different service relationships (mentoring relationship versus partnering relationship) in service co-production affect service outcomes. Specifically, it aims to explore whether the effects of service relationships on customers’ intention to purchase the service are contingent upon service appeals’ regulatory focus (promotion versus prevention focus) and when the regulatory fit effects exist. Design/methodology/approach Three experimental studies were conducted to test hypotheses. ANOVA and bootstrapping were used to analyze the data. Findings The findings of the three experiments provide convergent evidence for the hypotheses. Specifically, when customers view service employees as mentors (versus partners) in service co-production, promotion-focused (versus prevention focused) service appeals effectively enhance customers’ intention to purchase the service because customers experience a regulatory fit. Moreover, the regulatory fit effects are strengthened or attenuated according to customers’ subjective social status. Practical implications Service firms should adopt promotion-focused (versus prevention-focused) service appeals if employees and customers are having mentoring (versus partnering) relationships, especially when customers have higher (lower) social status. Originality/value To better manage service co-production, this paper investigates beneficial outcomes of mentoring and partnering relationships from a regulatory fit perspective. It highlights the importance of compatibility between service relationship and service appeals’ regulatory focus and demonstrates a novel regulatory fit effect. It also uncovers engagement as the underlying mechanism for the regulatory-fit effect and identifies social class as a boundary condition.

PENGARUH PELAYANAN DAN DAYA TARIK PRODUK TERHADAP KEPUASAN NASABAH KREDIT UMUM BANK EKA BUMI ARTHA KOTA METRO

Method used in this research was explanatory survey. It was a quantitative research with service, product appeal, and customer satisfaction as the object. The research population was Eka Bumi Arta Bank Metro City customers with a total sample of 80 customers taken by accidental sampling technique. The decision making of the analysis-based research result was using multiple linear regression analysis. The research is to analyze the effect of service and product appeal on satisfaction of general credit customers at Eka Bumi Artha Bank Metro City. It was a descriptive qualitative research, a research procedure that produces descriptive data based on the result of quantitative analysis of research variables. Data collection techniques used were interview, documentation, and questionnaire. Analytical tool used was data quality analysis and multiple linear regression analysis. The conclusion is that the service analysis result has a significant effect on customer satisfaction. Product appeal has a significant effect on customer satisfaction. In addition, Service and Product Appeal simultaneously have a significant effect on customer satisfaction. It can be said that the independent variables have a positive and significant effect on customer satisfaction based on these results. Keywords : Service, Product Appeal, Customer Satisfaction.

The analysis of the judicial practice of treating the civil lawsuits concerning the inadequate dental health service appeals launched by the patients in the Russian Federation during the period from 1993 to 2017

The analysis of the judicial practice of treating the civil lawsuits concerning the inadequate dental health service appeals launched by the patients in the Russian Federation during the period from 1993 to 2017

The analysis of the judicial practice of treating the civil lawsuits concerning the inadequate dental health service appeals launched by the patients in the Russian Federation during the period from 1993 to 2017

The objective of the present study was to elucidate the characteristic features and peculiarities in the dynamic of the civil legal proceedings concerning the quality of the stomatological aid to the population of the Russian Federation during the period from 1993 to 2017. We have undertaken the analysis of the official sources containing the court reports on the statements of claim launched by the patients. The study gave evidence of the currently well apparent sustained tendency toward the increase in the number of such civil lawsuits. The probabilities of legal proceedings in connection with the unfavourable outcomes of the dental treatment are roughly identical in all areas of the stomatological practice. The maximum number of the respective civil lawsuits arise from the claims of the patients against the dental surgeons employed by the healthcare settings designated as the limited liability companies. The majority of the statements of case coming from the patients contain the demanding financial claims for the compensation of the moral damage. It is concluded that the aforementioned tendencies in the strategy of the development of the stomatological aid for the population of the Russian Federation dictate the necessity of the priority development of the quality standards (including the clinical guidelines, protocols, etc.) designed to improve the medical assistance for the patients presenting with dental problems, the modernization of the validated methods for the evaluation of the effectiveness of the stomatological aid for the population, the implementation of the measures needed to introduce the mechanisms of professional liability insurance into the routine stomatological practice. These measures are believed to allow to meet the demand of the population of this country for the high-quality stomatological services.

What is happening to clinical negligence claims in the NHS?

The National Health Service Litigation Authority (NHSLA) was rebranded as National Health Service Resolution, or NHSR, on 03 April 2017. The stated aim of the rebranding process, according to the National Health Executive (NHE),1 is to combine the three operating arms of NHSLA, the National Clinical Assessment Service, and the Family Health Service Appeals Unit in order “to assist the NHS to resolve litigation concerns fairly, as well as share lessons learnt to improve clinical practice and preserve resources for patient care.” The NHE document points out that “Central to the change is the need for trusts across the country to learn from litigation cases and share experiences.” What then can we learn from the latest report on clinical negligence claims in the NHS, published this year by NHSR?2 During the last year, 17 338 claims were settled. In 67.8% (11 759) of those claims, resolution was achieved without issue of formal court proceedings. Damages were paid in 5226 cases (30.1%), and no damages were paid in 6533 cases (37.7%). In the former group, one assumes that the evidence for liability was clear, with compensation being paid for commercial or other reasons. Formal court proceedings were issued in 5498 claims (31.5%), with 4400 (25.4%) resulting in damages being paid and 1058 (6.1%) resulting in no damages. It is interesting that, of the 17 338 settled claims, only 121 (0.7%) ended up in court, with 49 (0.3%) resulting in payment of damages and 72 (0.4%) successfully defended. The projected expenditure for settlement of negligence claims in 2017/18 is £1.95 billion, representing a 17.5% increase compared with that of 2016/17. This latest increase does not take into account the effect of the change in the discount rate from 2.5% to -0.75% in March 2017.3 This affects the value placed on future losses …

Adding E-Cigarettes to Specialist Stop-Smoking Treatment: City of London Pilot Project

Rationale: E-cigarettes (EC) are increasingly popular among smokers who want to limit the risks smoking poses to their health. There is some evidence that they facilitate long-term smoking cessation and are safe to use over short to mid-term. UK stop-smoking service (SSS) which provides free medications and support to smokers seeking help is currently seeing a reduction in the number of clients as rather than attending stop-smoking clinics, smokers prefer to use EC. Stop smoking medications are more effective when used with motivational support than when used unsupported. If SSS included EC in their treatment options, this could improve EC efficacy and enhance SSS reach. Setting: We piloted the inclusion of free EC with 4-week supply of refills in routine SSS treatment offered to smokers living or working in the City of London. Census was taken after 100 smokers were offered EC. Results: The total of 69 (69%) of smokers accepted EC and 45 (65%) of this group achieved biochemically validated abstinence at 4 weeks. Of smokers not accepting the offer of EC, 14 (45%) were validated abstainers at 4 weeks (Χ2 =3.53, p =.06). All successful quitters in the EC group reported using EC on most days throughout their quit attempt. Among this group, 31 (45%) smokers did not use or stopped using other stop-smoking medications. Client feedback was highly positive. Among smokers who accepted EC and achieved abstinence, all used EC at the end of treatment. Smokers using varenicline plus EC had a higher success rate (85%) than smokers using EC only (54%; X2=4.99, p=0.03). Conclusion: Offering EC as an addition to the standard stop-smoking service may increase service appeal, costeffectiveness, and efficacy.

Show Them the Mission: A Comparison of Teacher Recruitment Incentives in High Need Communities

ObjectiveMost public organizations use both materialistic and idealistic appeals to attract valued employees, with the latter being particularly important for difficult jobs. Teaching in high poverty communities is one such job, though none have studied whether successful high poverty schools such as the Knowledge Is Power Program (KIPP) schools make relatively greater use of public service appeals in teacher recruitment. In education, we identify these materialistic and idealistic appeals as teacher‐centered and student‐centered incentives. Teacher‐centered incentives are those that appeal to a teacher's desire for higher compensation or advancement opportunities, whereas student‐centered appeals attempt to attract teachers with a public service mission.MethodWe compare the use of teacher‐centered and student‐centered appeals in teacher recruitment by the universe of KIPP networks (n = 33) and neighboring traditional public school districts (n = 34), each serving disadvantaged populations. Coders record personnel website use of four teacher‐centered appeals (including salary and benefits) and four student‐centered appeals.ResultsChi‐square tests show that KIPP schools make less use of teacher‐centered appeals, especially monetary compensation, and more use of student‐centered appeals in teacher recruitment.ConclusionSupplemented by fieldwork, findings suggest that appeals to mission may work better than merit pay in recruiting effective teachers for high poverty schools.

Implementing Virtual Career Counseling and Advising at a Major University

With college students using the Internet to meet a variety of professional and personal needs, college campuses are seeking ways to enhance their student services by using emerging technologies. In this case study, the authors discuss the implementation of online career advising and planning services via synchronous chat sessions. Given the constraints concerning vendor selection, procurement issues, software implementation, and limited budgets, it was critical for the career counseling team to find a robust, secure, and affordable software platform to meet their needs. It was important that this software and service appeal to students as they sought personal career development. The team considered existing practice standards to guide the implementation of this innovative student service. With these elements in place, the authors discuss the process of launching an online career planning and advising program and the resulting challenges that emerged.

The Civil Service Commissioners: Supporting the Core Values of the British Civil Service and Hearing Appeals Under the Civil Service Code

The Civil Service Commissioners: Supporting the Core Values of the British Civil Service and Hearing Appeals Under the Civil Service Code

Exercising the Right to Object: A Brief History of the Forest Service Appeals Process

Abstract The USDA Forest Service has had a long association with the public in regard to managing the national forests. Appeals of certain decisions by local agency officials have been available since 1907. Over the past century, the procedures have adjusted to changing times by shifting back and forth from formal to informal, and from management by the agency to management by independent boards. Today, Forest Service appeals are managed by the agency with separate processes for forest plans, projects, and permits and special uses. The purposes of appeals and how they help or hinder Forest Service decisions remain controversial.

Policy Analysis and National Forest Appeal Reform

Abstract The USDA Forest Service appeals process has affected the management of national forests for nearly a century. Concerns over wildfire and forest health have recently focused attention on the role of the appeals process in agency decisionmaking and management. A policy analysis framework is useful to illustrate the relationships in complex national forest management questions. Although reformation of the appeals process has previously been identified and recommended, stakeholders' interest in maintaining the current appeals process creates an obstacle. The current use of the appeals process represents a policy choice designed to address a particular national forest management concern, but changes in management priorities and methods suggest reconsidering the utility of the appeals process.

Florida's Civil Service Appeal Process: How “Protective” Is It?

Much of Florida's 2001 legislative session was spent debating whether the state's civil service employees should be made “at will” employees with no right to challenge discharges or other discipline through an appeal process. Proponents of this change cited a need to make it easier for supervisors to discipline state employees. This article examines three aspects of Florida's civil service appeal process—case outcome, speed, and cost—to determine how difficult it currently is for state supervisors to discipline employees. The author concludes that, under the existing process, supervisors' discipline is rarely altered, and appeals are resolved quickly and cheaply, raising doubt that the appeal process poses a serious impediment to discipline.

‘Little LEOs’ serve an unmet demand: Leo One system architecture optimized to meet market requirements

The efficient collection of data from remote devices representing distributed intelligence is becoming a fundamental requirement for competitiveness. The growth of embedded intelligence in devices, combined with the proliferation of the Internet, has expanded the market for short data messaging/monitoring from that of person-to-person, to the inclusion of person-to-machine, and machine-to-machine. The markets for short data messaging/monitoring services include Tracking and Fleet Management, Monitoring and Remote Control, Two-way Messaging, Emergency Services, and Transaction Processing. ‘Little LEO’ satellite systems are uniquely suited to address short data applications that have a requirement for wide area coverage and a sensitivity to cost. While satellite networks in general are optimum for serving applications with broad coverage requirements, Big LEO and K-band satellite systems have frequency and terminal characteristics that render them ill-suited to address many of the requirements of the short data messaging/monitoring markets. Market research suggests that while the value proposition for an economical, low data rate communications capability is generally applicable throughout the world, those economies with the highest productivity and highest concentration of machines are the markets best suited to adopt a thin-route low cost means for inter-linking devices. In addressing the full spectrum of person-to-person, person-to-machine, and machine-to-machine applications the Little LEO system ‘Leo One’ has been designed to provide worldwide coverage specifically optimized for applications in those economies with the highest productivity and the highest concentration of machines. Historically, the economics of terrestrial network infrastructure have focused deployment in areas of population concentration. For short data messaging, numerous urban networks exist in the U.S.A. and Europe. Similarly, the economics of satellite systems have supported the provision of service to lesser developed countries and rural areas, those markets considered to have the highest unmet demand due to a lack of traditional infrastructure. The unique performance capability resulting from the optimization of the Leo One architecture supports the provision of service in lesser developed regions as well as in the most developed markets. However, in general, the Leo One system will not compete with terrestrial data networks. It will pursue niche applications where characteristics of the service appeal to customers with particular attributes, such as multi-market coverage requirements when a single source solution is attractive or hybrid products enabling urban data networks to extend coverage nationally or even internationally. Copyright © 1999 John Wiley & Sons, Ltd.

Welfare service appeals for cash

Welfare service appeals for cash

PUBLIC SECTOR EMPLOYMENT LAW: McLaren v. The Home Office * R. v. The Home Secretary, ex p. Attard * Roy v. Kensington and Chelsea Family Practitioner Committee * R. v. Civil Service Appeal Board, ex parte Cunningham

PUBLIC SECTOR EMPLOYMENT LAW: McLaren v. The Home Office; R. v. The Home Secretary, ex p. Attard; Roy v. Kensington and Chelsea Family Practitioner Committee; R. v. Civil Service Appeal Board, ex parte Cunningham Industrial Law Journal, Volume 19, Issue 3, September 1990, Pages 199–203, https://doi.org/10.1093/ilj/19.3.199 Published: 01 September 1990

The public's last chance—protests and appeals to federal land management plans

Abstract Nearly one‐quarter of all lands in the United States are managed by the Bureau of Land Management (BLM) and the Forest Service. As a result of laws passed in 1976, the agencies are now developing management plans for this land. The public has many opportunities to provide information and comment as the plans are being developed. Nevertheless, each agency provides an administrative “last chance”; to influence informally the way the lands will be managed. One can “protest”; a BLM plan between issuance of the proposed plan/Final EIS and the Record of Decision or “appeal”; a Forest Service Plan Record of Decision. A key difference between the two processes is that the BLM protest is made prior to the final decision while the Forest Service appeal is of a decision already made. Other differences exist in respect to the formalities of the processes, who may protest or appeal, and each agency's primary purposes for its process.

Due Process in Selective Service Appeals

Due Process in Selective Service Appeals