Behavioral Services Research Articles

The impact of e-government information quality (EGIQ) dimensions on the adoption of electronic government services

E-government's capacity to reform public service delivery is hinged on critical factors from the demand side of e-government. The demand side of e-government is the element that drives users’ behaviors to adopt e-government services and understanding these factors is fundamental to driving the realization of e-government targets. This study thus examined the extent to which e-government information quality dimensions can stimulate the acceptance and utilization of e-government services. The Unified Theory of Acceptance and Use of Technology (UTAUT) was used as the theoretical basis for this paper and the data congregated was evaluated with Analysis of Moment Structures (AMOS) statistical software using the structural equation modeling (SEM) approach. The results have revealed that both effort expectancy and facilitating conditions significantly drive the intention to use and recommend the adoption of e-government services. Also, e-government information quality dimensions such as availability, objectivity, utility, confidentiality, and integrity were all found to positively drive the intention to use e-government services. Additionally, people's intention to use e-government was significant in driving the recommendation behavior of e-government services to others. The practical and research repercussions of these discoveries on the development and deployment of e-government-empowered services are deliberated.

Atomic‐Scale Investigations of H3BO3and LiOH on Zr(0 0 0 1) Surface: A DFT Study

AbstractThe boric acid (H3BO3) and lithium hydroxide (LiOH) are routinely added to primary water as soluble neutron absorbers and pH regulating agents in the pressured water reactor nuclear power plant, respectively. Previous studies mostly focus on the service behavior of nuclear materials using experimental methods, whereas the microscopic mechanism of H3BO3and LiOH on Zr‐based fuel cladding remains largely unclear. With the first principle approach of density functional theory (DFT), the geometric structure, Mulliken population, partial densities of states, and electron density difference are adopted to study the adsorption characteristics and binding strength of H3BO3and LiOH on Zr matrix. The results show that when H3BO3and LiOH react on the Zr matrix, there is formation of hybrid peaks and new bonds between surface molecules and the matrix. Meanwhile, the vertical molecule has a substantial impact on electron movement between adsorbs and the matrix. The interaction energy between two molecules and the Zr surface in turn is LiOH > H3BO3, demonstrating that LiOH has the most influence on the fuel cladding in the primary circuit.

Added Value on a Day in the Pandemic in Tourist Attractions in the Polish–Czech Borderland as a Green Economy Initiative

This study documents customer behavior in the travel services market before and during the COVID-19 pandemic (C-19). We offer theory-based and research-based insights that demonstrate customer value propositions during a pandemic and help predict future behavior for green tourism development. This article aim is to identify the relationship between the situation in tourism during the pandemic, customer behavior, and the added value that historical sites in Poland and the Czech Republic introduced or should introduce in the green economy. The topic is important because the situation during the pandemic showed the lack of a quick response, which is only possible if you have prepared scenarios for the crisis. This study discusses the marketing factors of creating value and analyzes the value strategy for individual clients. The authors of this study analyzed various stages in the customer life cycles in the company and the level of their profitability, taking into account the principles of the green economy (sustainable development) in the example of cultural facilities, i.e., Książ Castle in Poland and the Kuks Complex in the Czech Republic. Literature studies were used in this study, followed by the questionnaire method. The test results are presented in tabular form and supplemented with graphical forms.

Constitutive material law improvements for metals that manifest an unstable behavior in dynamic condition

Numerical analysis is regularly used in engineering practice as useful mean to study component behavior in service, especially when an experimental campaign is too expensive or not practicable. Numerical software is becoming more and more powerful and integrated, leaving the correct use of a material model as a weak point. As some materials could manifest an unstable behavior if deformed at high strain rate, it is of primary importance to use an appropriate constitutive law to reproduce their behaviour. This paper shows the results of the inverse calibration of two material (Ti-4Al-6V and AA 7075-T6) constitutive laws in their classical definition, as present in the literature. Moreover, both of them have been modified by the authors in the attempt of improving the complex material behaviour. The calibrated models are Johnson-Cook (JC) and Nowak-Pecherski (NP) models. The improvement of these models showed that JC is not suitable for calibrate materials that show an unstable behavior also after its improvement; conversely NP provided a better matching with the experimental data.

FENOMENA KECURANGAN PEMESANAN PADA JASA TRANSPORTASI ONLINE DALAM PERSPEKTIF FRAUD TRIANGLE

Abstract
 The background of this research is that online transportation service providers found fraud committed by online transportation drivers, using fake GPS applications, making fictitious orders, and giving the highest star rating. This study aims to analyze the effect of internal control, morality, and pressure on fraudulent ordering behavior in online transportation services. This study uses a quantitative approach. The sampling technique was purposive sampling with a total sample of 100 respondents. The data type is primary data using a questionnaire tested by multiple regression analysis. The study results show that the variables of internal control, morality, and pressure influence online transportation services' fraudulent ordering behavior in Pontianak.

Psychosocial safety climate and psychological capital for positive customer behavioral intentions in service organizations

PurposeThe purpose of this paper is to articulate a synergic-mediated model of positive service behaviors enabled by what could be called a “psychosocial resource caravan” for improved customer behavioral intentions to help service organizations especially during coronavirus disease 2019 (COVID-19) crisis.Design/methodology/approachThis paper adopts a multi-level approach and is based on positive organizational behavior and occupational health and safety literature. An empirical study of synergic-mediated model of positive service behaviors has been developed and tested using a quantitative approach.FindingsThis paper offers a theoretical framework proposing that a psychosocially safe work environment (psychosocial safety climate (PSC)) interacts with employees' positive psychological capital (PsyCap) to facilitate positive service behaviors that influence customers' behavioral intentions. As PsyCap and PSC have origin, respectively, in different organizational levels, those both can combine and create a context for positive service encounters. The proposed model has been operationalized and then the reliability and validity of the constructs have been examined. A series of CFAs has been conducted and the fitness of the prosed model was compared to other possible models. The model showed a better fitness compared to the other plausible models. All hypotheses of the model were also significant.Originality/valueThe proposed model integrates positive organizational behavior and occupational health and safety literature to consider the conditions for positive service behaviors. High levels of PsyCap among team members and a psychosocially safe working environment, i.e. PSC can impact customers through positive service behaviors. The articulation of the proposed model presented in this paper invites future empirical research on the synergic nature of psychosocial resources. The paper also suggests some key points to operationalize “psychosocial resource caravan.”

Service redundancy: Scale development and validation

Excellent service is essential to customer satisfaction and delight. Researchers have noted that customers consider certain services unnecessary or redundant. However, a scale for service redundancy has not been developed. The purpose of this study was to establish a service redundancy scale for the hospitality industry. Focus groups and content analysis were conducted to identify preliminary scale items. To purify the scale, two surveys were completed by 622 restaurant customers and 651 hotel customers. The scale comprised 3 dimensions (i.e., service behaviors, service regulations, and service environments) and 22 items. The results revealed that service redundancy affected hotel image, reduced perceived service quality, and prompted customer switching behavior. This scale can help researchers investigate the associations between service redundancy and various variables and serve as reference for hospitality managers during service implementation and human resource management.

On factors affecting users’ willingness to participate in the smart services of academic library

The purpose of this study is to explore the factors affecting college users’ willingness to participate in smart services of academic library. The paper analyzes the factors affecting college users’ willingness to participate in library smart services, and constructs a conceptual model with 17 hypotheses proposed, based on the theory of Uses and Gratifications, Social Cognition Theory, Innovation Diffusion Theory, and Information Systems Success Model. The conceptual model was empirically tested using structural equation modeling technique through questionnaire survey data. The questionnaire was distributed online to college students and teachers in different provinces of China by using random sampling technique. College users’ willingness to participate in smart services of academic library is directly and positively affected by information need of users, innovative consciousness of users, service platform performance, user satisfaction, library publicity and guidance, and extrinsic incentives. Information quality, service platform performance, service quality, and service value have significant and positive impact on user satisfaction, and they all indirectly affect users’ willingness to participate in smart services of academic library through user satisfaction. The survey results also show that the purpose of college students and teachers’ participation in smart services is mainly to meet their information needs. And users’ participation willingness is not affected by self-efficacy of users and others’ influence, which is different from the participation motivation of users on social Q & A and short video platforms. Understanding of factors affecting users’ willingness to participate in smart services of academic library will likely demand rethink into a number of issues ignored by studies on smart library and smart services. Few studies focus on users’ participation behavior in smart services of library. This study focused on the factors affecting users’ willingness to participate in smart services of academic library, which would expand the understanding of users’ participation behavior in smart services and enrich the scope of studies on smart library and smart services.

Health-related behaviour among managers of Slovenian hospitals and institutes of public health

Aim: Behavioural risk factors have a significant impact on health. We aimed to assess health-related behaviour, health status, and use of healthcare services among managers of Slovenian hospitals and institutes of public health. Methods: This was a cross-sectional study which included management (directors, scientific directors, directors’ deputies) of Slovenian hospitals and institutes of public health (63 respondents; 57% women; overall mean age: 51±7 years; response rate: 74%). Data were obtained using an anonymous self-administered questionnaire. Results: About 35% of respondents were directors. More than half of the respondents were overweight or obese (52%), the majority were not sufficiently physically active (59%) and overloaded with stress (87%). Hypercholesterolemia (36%), spinal disease (17%), and arterial hypertension (16%) were most common chronic diseases. Whilst only few participants visited their general practitioner due their health complaints, blood pressure (76%), cholesterol (51%), and glucose (54%) were measured within last year in most of the respondents. Conclusion: Our findings point to a high prevalence of overweight and obesity as well as workplace-related stress among Slovenian public health managers. Therefore, effective preventive strategies should be focused on stress management along with promotion of healthy behavioural patterns.

Role of Interpersonal Trust on the Relationship Between Employee Innovative Behaviour and Customer Participation: Evidence from The Hospitality Industry in Sri Lanka

Purpose: The purpose of this study is to assess how the customers’ contribution impels employee innovative behavior in hospitality services with respect to the mediating role of interpersonal trust in selected hotels in Sri Lanka.
 Design/methodology/approach: Based on the existing literature, conceptual model is created with the dependent variable of employee innovative behavior, independent variable of customer participation and the mediating variable of interpersonal trust. A total of 391 acceptable questionnaires were obtained out of 500 questionnaires distributed comprisesing 198 and 193 frontline employees and customers respectively (convenient sampling was used) in three to five star hotels in Sri Lanka. The collected data were analyzed using inferential statistics.
 Findings: The quantitative survey divulges that there is a significant positive effect between customer participation and employee innovative behavior and interpersonal trust. In addition, a study reveals that increasing the level of interpersonal trust between customers and employees may boost employee innovative capacity. Hence it is proved that customer participation has an indirect significant effect on employee innovative behavior through interpersonal trust.
 Originality: This study contributes to fill out the existing knowledge gap and it helps to improve the innovations in the service sector with the appropriate climate of information exchange.
 
 Implications: According to the results, increasing consumer involvement in service design and delivery improves employee novelty. Meanwhile developing trust between the parties enhances the relationship as well as it will enhance the creative power of employees in hospitality services. This study contributed to the hospitality industry on innovative ideas which makes customer participation as a tool for their novelty in the Sri Lankan context.
 Keywords: Customer Participation, Interpersonal Trust, Employee Innovative Behavior, Services, Hotels, Tourism

HEALTH SEEKING BEHAVIOUR OF WOMEN & CHILDREN LESS THAN FIVE YEARS AMONG THARU ETHNIC COMMUNITY IN TRIYUGA MUNICIPALITY, NEPAL

Background: Under 5yrs mortality rates among male child is 30 and among female is 26 and overall infant mortality rate 24 per thousand respectively; these are the most vulnerable groups to different morbidity and mortality, and they ought to be fully dependent on parental knowledge and awareness to meet their health needs. Health seeking behavior (HSB) has become a tool for understanding the approach of people towards the health care systems in their respective socio-economic, cultural and demographic circumstances. Methods: A Community based descriptive study among “Tharu” ethnic women with children less than ve years of age in Triyuga Municipality, Nepal. Semistructured questionnaire was used to collect socio-demographic information,, knowledge and current practice regarding health seeking behavior, including awareness and accessibility of health services. Results: Among 406 respondents, 388 of their children were reported ill within last 1 year, with fever accounting for 70%, followed by ARI (65%), diarrhea (6%) and others. Where 52.8% of respondents had appropriate HSB, taking their ill children to hospitals. More than 52% of respondents had hospitals as the rst preference for treatment for every morbidity. Except for access to health care facility, there was no signicant association of HSB was seen with parent's literacy,income, gender preference. Conclusion: With satisfactory awareness, literacy, and accessibility of health care centers, the HSB among tharu women, for the children morbidity seemed to be satisfactory in comparison to national scenario and other marginalized groups

Organizational Behavior in Administrative Services (Study of Services For Driving License (SIM) at Sukabumi City Police)

In Organizational behavior is a function of the interaction between individuals and their environment. The purpose of this research is to find out how organizational behavior is in the Services for Making Driving Permits (SIM) at Sukabumi Porles. The administrative service for making driving licenses is carried out with the intent and purpose of achieving administrative order, to obtain accurate SIM making data as a basis for making decisions, the result of registration of the people of Sukabumi City is the issuance of proof of a valid driving license and valid personal identity is the basis to take care of the interests of making a SIM for the Sukabumi City Community concerned. The research method used is descriptive method with a qualitative data analysis approach. From the discussion it can be concluded that organizational behavior at the Sukabumi City Police Office, especially the SIM manufacturing office.still needs to be improved in order to create an orderly administration service effectively and efficiently.

Ultimate and Deflection Performance of Concrete Beams Strengthened in Flexure with Basalt-Textile-Reinforced Polymer Mortar

This paper presents an investigation into the ultimate and serviceability behavior of concrete beams strengthened in flexure with basalt-textile-reinforced polymer mortar (BTRM). The bond performance at the interface between the BTRM and concrete was studied by performing single shear tests, and the effectiveness of using an adhesion promoter and impregnated resin for bond enhancement was explored. The results suggested that using an adhesion promoter and impregnated resin can improve the interfacial stress transfer and ensure the tensile failure of the basalt textile in BTRM. Afterward, four-point bending tests were conducted to study the flexural performance of strengthened beams. It was found that the flexural strength of strengthened beams increased with the amount of textile, and the strength increase was more prominent for the strengthened beams with end anchorages. The increase in the failure force was up to 37% for the beam strengthened with five layers of the textile and an end anchorage. The calculated flexural strength exhibited a percentage error of no more than 7% compared to the test results. In addition, the Bischoff-I Equation can closely estimate the effective moment of inertia and provide an accurate prediction of deflection for strengthened beams.

Analysis of Factors Influencing the Adoption Behavior of Agricultural Productive Services Based on Logistic—ISM Model: A Case Study of Rice Farmers in Jiangxi Province, China

Agricultural productive services can increase grain output and farmers’ incomes, promote agricultural production efficiency and break the constraints of agricultural environmental resources. In practice, China’s agricultural productive services are developing, and the use of agricultural machinery in rice planting is not sufficient. The employment rate of machinery in farming and harvesting is high, but the employment rate of machinery in seedling raising, planting, fertilization, and pesticide spraying is very low. This paper takes rice farmers in Jiangxi Province of China as the research object, uses 647 survey data of farmers in nine counties of Jiangxi Province, constructs a logistic-ISM model, first identifies the influencing factors of rice farmers’ adoption of agricultural productive services, and then analyzes the hierarchical structure of each influencing factor. The results indicate that: (1) among the seven significant influencing factors of rice farmers’ adoption of agricultural productive services, agricultural income rate and rice planting area are the deep-rooted factors; (2) the social identity of the household head, the risk preference of the household head and the understanding degree of the social service subsidy of agricultural machinery are intermediate level factors; and (3) the age of the household head and the number of agricultural laborers in the family are the direct factors. Based on the significance analysis of the influencing factors of rice farmers’ adoption of agricultural productive services, this paper puts forward policy suggestions to strengthen policy publicity, enhance the level of farmer policy cognition; encourage the transfer of labor force and reasonable allocation of family agricultural labor force; encourage land transfer and expand the scale operation of rice; we should guide farmers reasonably and give full play to their professional advantages.

EFFECT OF SALESPERSON’S SERVICE BEHAVIOUR ON SALES PERFORMANCE IN THE B2B CONTEXT IN NIGERIA

In today’s competitive business environment, many salespersons appear to struggle in meeting sales targets and build long-term, profitable business relationships with customers. This paper examined the effect of salesperson’s service behaviour on sales performance in Henkel-Egil Limited, South-East, Nigeria. Four specific objectives and hypotheses guided this paper. A survey research design was employed and the sample size was 324 salespersons in the organization. The Census method was used in sampling respondents and the major instrument of data collection was a structured questionnaire. Data were analyzed using descriptive statistics such as frequencies, percentages, mean score, Likert scale, and Pearson Product Moment Correlation, which helped test hypotheses. Findings revealed that there is a positive but weak relationship between diligence and sales performance. It also indicated that information communication has a significant effect on sales performance. Results also showed a positive correlation between sportsmanship and sales performance. Again, it was observed that empathy has a significant effect on significantly sales performance. This paper concluded that without diligence, information communication, sportsmanship, and empathy, salespersons might be performing below average until adequate consideration is given to these important service behaviors. It recommended among others, that as firms begin to recognize the importance of salespersons’ role in not just closing sales but also providing service to customers, it is important periodic training is given to them as to increase their service orientation and sales performance. Managers should emphasize both service excellence and sales targets during recruitment, training, design of reward systems, and promotion decisions.<p> </p><p><strong> Article visualizations:</strong></p><p><img src="/-counters-/edu_01/0202/a.php" alt="Hit counter" /></p>

Decision-making approaches in the antagonistic digital communication of the online communities users.

The online version contains supplementary material available at 10.1007/s13278-022-01021-4.

Changes in strategic responses of selected low budget airlines from different continents in response to the global Covid-19 pandemic

Purpose: The aim of this paper is to indicate changes in strategy, financial, hygienic and service behaviour in relation to customers and aviation personnel. These changes are a response to the global COVID-19 pandemic. Design/methodology/approach: The paper uses the desk research method of analysis. The analysis of publicly available values from the annual reports of selected low-cost airlines from six continents, i.e. Europe, Asia, North America, Australia, Africa and New Zealand and the examples described in the work made it possible to establish facts, verify data and present results. The research concerns not only the situation before and during the COVID-19 pandemic, but also predicts the future of individual companies. Findings: The considerations presented in the paper indicate that low-cost airlines representing individual regions of the world had utmost difficulties in adapting to the changing conditions which resulted from the COVID-19 pandemic. They needed government support. A third of the air fleet was grounded, many employees in the aviation sector lost their jobs or received only 50% of their wages; furthermore, international travel decreased significantly. Only the cargo sector, which had been unprofitable for years, benefited from the pandemic due to the transport of global cargo. Practical implications: Several types of support for the aviation sector are recommended, i.e. rebuilding passenger confidence in air transport, introducing a uniform and globally recognized digital COVID certification, and quick and affordable access to tests. Social implications: Social needs should always come first and implemented solutions should be adapted accordingly. Originality/value: The article is an original approach to finding solutions in crisis situations that could improve the situation of the aviation industry and its passengers. Keywords: airlines, world travel, airline staff during the pandemic, COVID-19, crisis management. Category of the paper: research paper.

Achieving Privacy-Preserving and Verifiable Support Vector Machine Training in the Cloud

With the proliferation of machine learning, the cloud server has been employed to collect massive data and train machine learning models. Several privacy-preserving machine learning schemes have been suggested recently to guarantee data and model privacy in the cloud. However, these schemes either mandate the involvement of the data owner in model training or utilize high-cost cryptographic techniques, resulting in excessive computational and communication overheads. Furthermore, none of the existing work considers the malicious behavior of the cloud server during model training. In this paper, we propose the first privacy-preserving and verifiable support vector machine training scheme by employing a two-cloud platform. Specifically, based on the homomorphic verification tag, we design a verification mechanism to enable verifiable machine learning training. Meanwhile, to improve the efficiency of model training, we combine homomorphic encryption and data perturbation to design an efficient multiplication operation for the encryption domain. A rigorous theoretical analysis demonstrates the security and reliability of our scheme. The experimental results indicate that our scheme can reduce computational and communication overheads by at least 43.94% and 99.58%, respectively, compared to state-of-the-art SVM training methods.

Organizational Citizenship Behavior and Level of Quality Service Amidst Pandemic

The study aimed to determine the relationship between organizational citizenship behavior and level of quality service amidst pandemic. The independent variable of the study is organizational citizenship behavior with indicators of sportsmanship, helping behavior and civic virtue. On the other hand, the dependent variable of the study is level of quality service with indicators of communication, responsiveness and competency. The researchers used descriptive correlation method and convenience sampling in determining the number of respondents and statistical tools were Mean and Pearson-r. The result of the computation using the R-value is 0.471 which is associated with the significant value of (0.004) of p-value which is less than the alpha of 0.05. Moreover, null hypothesis is rejected since the p-value is less than 0.05. It means that there is a significant relationship between the two variables. It implies that organizational citizenship behavior in terms of sportsmanship, helping behavior and civic virtue have an impact on level of quality service in terms of communication, responsiveness and competency. In other words, organizational citizenship behavior can affect level of quality service amidst pandemic by boosting morale among the employees thus, increases people’s levels of work meaningfulness. Fostering cooperation between coworkers, and create a positive working environment, which can lead to improved customer service and attain customer rating whether pandemic or endemic situations.

Bullying among nursing professionals in Brazil: validity and reliability of the Negative Acts Questionnaire-Revised.

Bullying in the nursing work environment has negative consequences for both professionals and institutions. The early identification of this behavior can contribute to a positive organizational climate and better quality of life. This study analyzed the validity and reliability of the Negative Acts Questionnaire-Revised with nursing professionals. A total of 350 nursing professionals were included in this methodological study. Multivariate confirmatory factor analysis was based on 4 domains, as in the Portuguese version of the Negative Acts Questionnaire-Revised. The instrument consists of 22 items that address negative acts committed in the work environment without directly mentioning bullying. Respondents indicate, on a Likert-type scale, how often they experience these acts in their work routine. The adjusted model of the Brazilian version of the Negative Acts Questionnaire-Revised resulted in an instrument with 20 items and 4 distinct domains that presented satisfactory validity and reliability for identifying bullying behavior among nursing professionals. The Brazilian version of the Negative Acts Questionnaire-Revised is a valid instrument for identifying acts of bullying among nursing professionals and can be used in efforts to prevent such behavior in health services.