Service Delivery Process Research Articles

Addressing Conflicts and Role Responsibilities in the Special Education Service Delivery Process: Adult Sibling Involvement and Facilitation as Cultural and Linguistic Brokers

This case study explores the role of adult siblings in bridging and brokering cultural and linguistic gaps in special education on behalf of their sibling with a disability. Focusing on the Le family, the study explores how Eunice Le, an adult sibling, is navigating communication between their Vietnamese-speaking family and the school, and advocating for their brother Kai, a culturally and linguistically diverse (CLD) student with autism. The case is premised on two key provisions within the Individuals with Disabilities Education Act (IDEA) that center on the Individualized Education Program (IEP) team configuration and parent participation. This case reveals the difficulties that arise when schools and families have divergent approaches to supporting students with disabilities and their extended families from racialized and minoritized communities.

A Decision Support Framework for Resilient and Sustainable Service Design

AbstractResilient and sustainable service design is essential for ensuring the longevity and effectiveness of service systems. However, existing literature often neglects key aspects such as articulating resilience attributes and integrating sustainability dimensions. This study proposes a decision support model for a “resilient-sustainable service design” that merges service design principles with resilient system attributes and organizational sustainability goals. The framework incorporates a multi-objective mathematical programming model and a multi-phased Quality Function Deployment (QFD) approach to derive Pareto optimal solutions using the Brute Force algorithm. Applied in the m-health service sector in Bangladesh, the study reveals significant challenges, including limited awareness of services and logistical inefficiencies. To address these issues, flexible strategies such as demand planning and service innovation are implemented. The findings have direct implications for the improvement of service delivery processes and underscore the importance of considering both resilience and sustainability. While focusing on Bangladesh’s m-health sector, the insights gained have broader relevance globally. The integration of resilience and sustainability principles into service design is crucial for addressing complex challenges across sectors and regions. Future research could involve longitudinal studies to capture evolving resilience strategies and explore resilient-sustainable service systems from a broader perspective. This entails examining various factors such as technological advancements and socio-economic dynamics shaping resilient and sustainable service ecosystems.

Agile Bureaucracy in the Digital Age

In providing public services, the bureaucracy faces challenges of disruption, rapid technological developments, and demands for fast, efficient, and flexible services while it struggles with procedural problems and hierarchy. After bureaucratic reform efforts in Indonesia have been conducted for many years, the apparatus readiness in the local government context to provide fast and responsive services in the digitalisation era and unpredictable situations like pandemics is unexamined. While researchers focus on the use of agile government concept in local government, the assessment of adaptive governance and its implications, and the use of information technology communication in the public sector, in this paper, the authors assess agile bureaucracy in service delivery through digital public services. The results show the software maturity in local bureaus, characterised by their ability to understand user needs for digitalised service and qualified infrastructure tools to support governance. However, agencies face the challenge of weak collaboration with minimal coordination among departments and weak responsibility and adaptability to hinder digital service delivery processes. This article highlights that in adopting the agile concept, bureaucracy requires technological support and the leaders' strong commitment. Moreover, the bureaucracy needs to build a broad and coordinated partnership ecosystem, and the main points are adapting quickly and responsively to problems.

Relationships Between Corporate Image Perception and Service Compensation Perception: A Study on Boutique Hotels in Core Cappadocia

Businesses' primary goal in providing a service is to ensure that the service is delivered correctly. Nowadays, companies face a great deal of customer pressure and are confronted with increasingly conscious consumer expectations. Service employees facing pressure can lead to errors and shortcomings in the service delivery process. In the intensely competitive environment, businesses need to pay more attention to service recovery to differentiate themselves. The literature review suggests that customer complaints affect corporate image perception. Based on this, this study investigates the effect of corporate image perception on service recovery perception. The research is designed quantitatively and the survey technique is selected as the data collection method. Local and foreign tourists staying in boutique hotels in the Core Cappadocia were included in the study. Data was obtained from 388 tourists. The analysis results indicate that the service experiences of customers at the hotel significantly influence the corporate image. Additionally, it is emphasized that hotels should develop an effective recovery strategy and respond quickly and positively to customer complaints. This study highlights the need for hotels to improve service quality and strengthen recovery policies to increase customer satisfaction and gain a competitive advantage.

Otel çalışanlarının perspektifinden gayri ahlaki müşteri davranışları

Hotels operating for customer satisfaction experience some failures in the service delivery process. It is stated that the failures experienced may be caused by customers violating generally accepted behaviours. Jaycustomer behaviours ranging from theft to sexual harassment have severe effects on businesses, employees and other customers. This study aims to reveal various jaycustomer behaviours encountered by hospitality business employees in contact with guests and the approaches employees use to address these behaviours. In this context, semi-structured interviews were held with 12 department employees interacting with customers in five-star hotels in Kuşadası. The fact that employees working in animation, housekeeping, front office and food and beverage services departments, who have close interaction with customers, are included in the sample reflects the originality of the research. The data obtained was analysed using descriptive analysis. In this context, it has been observed that all department employees encounter jaycustomer behaviours. They commonly exhibit behaviours such as transferring information to their superiors, explaining, apologising and moving away from the environment to solve these problems. As a result of the research, essential inferences were provided to the relevant literature and hotel managers.

Evaluation of Home Healthcare Services By Service Providers and Users

Background: On May 15, 2017, the Turkish Ministry of Health transferred the coordination and delivery of home healthcare services from primary healthcare facilities to hospitals. Objective:This study aims to find out what the patients, their families, and home healthcare providers think about this organizational change that has been made to the service delivery process. Methods: In the quantitative research, the survey created using the results of qualitative research was administered to 396 individuals, comprising 322 patients or their relatives and 74 medical staff members. The survey's reliability was assessed using Cronbach's alpha coefficient, its validity was assessed using exploratory and confirmatory factor analyses, and the t-test was used to test the hypotheses. Results: Following the transfer of home health service delivery and coordination from primary healthcare institutions to hospitals, it was found that visit frequency-satisfaction, equity, monitoring-evaluation, and socio-economic support were the dimensions in which patients and their relatives participated more than healthcare personnel. However, compared to patients or patient relatives, healthcare personnel participate more in the areas of access to services, personnel-financial support, and private sector-security support. Conclusions: According to these findings, it is noteworthy that both groups have a much higher level of participation in issues that directly concern them. Thus, it is believed that improving the problems that clients and staff find objectionable will enhance home health services. Keywords: Home care; healthcare providers; healthcare users; primary healthcare; hospitals

Exploring key metrics of sterilization services using cost analysis

ABSTRACT Sterilization services not only impact service delivery processes directly but also account for a substantial portion of total costs. Therefore, accurate resource measurement becomes imperative for efficient resource utilization. This research aims to draw a framework for calculating the package and autoclave unit cost within a sterilization unit and to pinpoint sterilization unit-specific findings distinct from those of other service provider departments. To achieve this, we collected and analyzed cost data from a public hospital in Trabzon, Türkiye, for 2021 and 2022. Subsequently, the unit cost of the package and autoclave of the sterilization unit was calculated based on the collected data. Our analysis considered various cost components, such as equipment maintenance, personnel salaries, and utility expenses. Through our research, we identified key factors influencing the sterilization process. The findings guided decision-makers in prioritizing areas for efficient and sustainable service provision. Furthermore, we emphasize the importance of our developed framework in cost analysis, highlighting its potential impact on resource management practices in healthcare settings. Additionally, insights into decision-making processes regarding in-house versus outsourced provision of sterilization services can inform managerial decisions and resource allocation strategies more effectively.

Analisis Kualitas Layanan Susi Air sebagai Operator Penerbangan Perintis di Luwu Utara

Customer satisfaction is one of the main keys to determining the success of a business and its sustainability. Service businesses are business activities that require users to be in a "service encounter" and this requires creating an atmosphere and providing adequate supporting facilities, in addition to other variables, so that the service delivery process can be enjoyed and satisfy customers. Aviation services are a very promising business activity, especially to support human activities in general. Higher education must improve the quality of services offered, of course this must be equipped with various supporting attributes and create an atmosphere when carrying out "delivery service" in "service encounters" with a pleasant "ambiance situation" that needs to be created. In the midst of increasingly fierce competition and increasingly smart customers, educational institutions must be able to overcome current challenges by providing the best service. Increasing competition has encouraged many educational institutions to invest and develop quality services by integrating various aspects, such as human resources, equipment, technology and supporting programs to simplify the delivery process. Consumers tend to be less “loyal” and more easily switch to service providers that match their perceptions. This effort is also part of the organization's commitment to continuously improving quality.

Public Procurement in Local Government: A Tool for Good Governance, Value Creation, and Sustainable Development

Worldwide, government adopts various methods and strategies for Good Governance (GG), Value Creation (VC) and Sustainable Development (SD) in public sector. One of such methods is Public Procurement (PP), a strategic instrument for public policy initiatives and a tool to stimulate GG, VC, SD, economic growth, and competitive markets. However, in Local Government (LG), PP process is often exposed to fraudulent activities, mistrust, non-competitive, non-transparent and non-accountable or politicized, these hampered GG, VC, and SD. It is against this background, that the study examined PP fundamental principles, mechanism for effective operation, essentials steps for LG PP process, and using fundamental principles as moderating variables in PP process to achieve GG, VC and SD. The study employed exploratory research design. Consequently, the study concluded that PP is a strategic tool to achieve GG, VC and SD in LG. Besides, the moderating variables of PP process in LG is not only prerequisite for GG, VC and SD but a means to guarantee integrity, fair pricing standard, trust, widening SMEs participation, and also to solve societal and climatic problems prevailing at the LG areas. Therefore, the study recommends that LG should have financial, administrative, and political autonomy to drive procurement policy for GG, VC, SD, and societal sustainability. Additionally, professionalizing and adoption of E-procurement in LG will ensure efficient service delivery and seamless procurement process. Furthermore, procurement officials should exhibit efficiency, transparency, accountability and probity in procurement process to avoid bureaucracy and corrupt practices pertinent to award of contract and payment.

Frontline of Refugee Reception Policy: Warsaw Reception Centers During the 2022 Ukrainian Crisis

Abstract The article explores issues of the Polish refugee reception policy from the perspective of frontline workers: officials, citizen volunteers, and NGO workers at reception centers. It presents conclusions from the research of two Warsaw reception points established by the Voivode of Mazowsze in the beginning of the Ukraine war crisis in 2022. Looking at reception policy from the perspective of frontline workers and examining institutional frameworks (policy goals, regulations and norms) as entry conditions for various actors to collaborate, the article concludes that actions taken by the state authorities in the first weeks of crisis were an example of the responsibilization practices. Insights from the research can be helpful for the Multilevel Governance scholars to better understand the impact of top-down policy on the process of service delivery and problems of collaboration between actors at the local level of policy implementation.

LEGAL FRAMEWORK FOR E-SYARIAH AND I-SYARIAH IN JUDICIAL SERVICE DELIVERY IN MALAYSIA: ITS DEVELOPMENT AND CHALLENGES

The electronic technology transformation within the Syariah Court management system in Malaysia has created a new dimension which is geared towards a more efficient, comprehensive, and allinclusive Syariah Court service delivery process. This research aims to analyse the challenges in developing this Syariah Court management system, namely the e-Syariah system implemented at the Federal level and the i-Syariah system which is applicable in Sarawak. An in-depth investigation was conducted on the modules developed in the e-Syariah and i-Syariah systems to obtain inclusive research information on the areas of concerned. A qualitative research method was employed to explore the progressive challenges in developing the e-Syariah and i-Syariah systems, and this was followed by a comparison of the systems applied by the Civil Courts and the contents of the system applied by the Syariah judiciary institutions in Malaysia. The findings revealed several challenges in developing the Syariah Court management system in Malaysia from the perspective of legal provisions, as well as information and communications technology (ICT). This matter has been viewed positively by the Department of Syariah Judiciary Sarawak (JKSS) and the Department of Syariah Judiciary Malaysia (JKSM), leading to the close cooperation with the Sarawak Information System Sdn. Bhd. (SAINS) in developing i-Syariah and e-Syariah to be applied in the Civil Courts. An upgrade of the e-Syariah system was carried out by the JKSM to respond to the challenges of digital technology applications in Malaysia, hence enabling the delivery of Syariah judiciary service that can be implemented successfully, systematically, and dynamically.

Quality indicators for integrating oncology and home palliative care in Japan: modified Delphi study.

Home palliative care service increases the chance of dying at home, particularly for patients with advanced cancer, but late referrals to home palliative care services still exist. Indicators for evaluating programs that can facilitate the integration of oncology and home palliative care have not been defined. This study developed quality indicators for the integration of oncology and home palliative care in Japan. We conducted a systematic literature review (Databases included CENTRAL, MEDLINE, EMBASE, and Emcare) and a modified Delphi study to develop the quality indicators. Panelists rated a potential list of indicators using a 9-point scale over three rounds according to two criteria: appropriateness and feasibility. The criterion for the adoption of candidate indicators was set at a total mean score of 7 or more. Final quality indicators with no disagreement were included. Of the 973 publications in our initial search, 12 studies were included. The preliminary list of quality indicators by systematic literature review comprised 50 items. In total, 37 panelists participated in the modified Delphi study. Ultimately, 18 indicators were identified from the following domains: structure in cancer hospitals, structure in home palliative care services, the process of home palliative care service delivery, less aggressive end-of-life care, patient's psychological comfort, caregiver's psychological comfort, and patient's satisfaction with home palliative care service. Comprehensive quality indicators for the integration of oncology and home palliative care were identified. These indicators may facilitate interdisciplinary collaboration between professional healthcare providers in both cancer hospitals and home palliative care services.

Design and psychometric evaluation of organizational determinants of prenatal dental services questionnaire in Iran.

The quality of prenatal dental services is essential for improving the oral health of both mothers and children. However, a lack of a reliable tool to assess the quality of prenatal oral care has hindered research in this area. To address this gap, the study aimed to validate the Organizational Determinants of Prenatal Dental Services Questionnaire (OD_PDS) in Iranian pregnant women. Literature reviews, interviews, and a cross-sectional survey with 300 pregnant women were conducted. To evaluate the validity; face, content and construct validity were assessed. Cronbach's alpha coefficient and the Test-retest method were used for reliability assessment. The final version of the OD_PDS comprises 12 items, and four subscales, which are Costs (four items), Access to Equipment and services (three items), Review of the service delivery process (two items), and Professional Behavior (three items). Questions with a factor loading of less than 0.3 were excluded. The obtained fit indices were acceptable (X2/pdf=3.383, RMSEA: 0.089, CFI=0.869, and TLI=0.820). The content reliability was demonstrated by Cronbach's α =0.702 and 0.713 and the ICC = 0.724. The current study indicates that the OD_PDS is a valid and reliable tool for Prenatal Dental Services assessment in health centers.

Influence of Chatbot on Consumer Purchase Intention

This research explores the intricate relationship between chatbot interactions and consumer behaviour in online service delivery and decision-making processes. The study employs a mixed-methods approach, combining quantitative surveys and qualitative interviews, to investigate the impact of chatbots on purchase intention. Through a comprehensive sampling strategy targeting diverse online shoppers, the research aims to provide insights into various aspects of chatbot interactions across different demographic groups and product categories. Analysis tools such as Pearson correlation coefficients and significance testing reveal nuanced relationships between variables, highlighting factors influencing consumer perceptions and behaviour regarding chatbots. Findings suggest that age plays a role in the perceived need for assistance with chatbots, emphasizing the importance of demographic considerations in understanding user experiences. Overall, this research contributes valuable insights into optimizing chatbot functionalities to enhance consumer trust, satisfaction, and purchase intention, paving the way for more personalized and effective chatbot experiences in diverse cultural contexts. Keywords: Chatbots, Purchase Intention, Consumer Behavior, Online Service Delivery, Trust, Transparency, User Expectations, Cultural Considerations, Interactivity, User Control, Design Elements, Customer Satisfaction

Double-Compressed Artificial Neural Network for Efficient Model Storage in Customer Churn Prediction

In the rapidly evolving field of Artificial Intelligence (AI), efficiently storing and managing AI models is crucial, particularly as their complexity and size increase. This paper explores the strategic importance of AI model storage, focusing on performance, cost-efficiency, and scalability within the realm of customer churn prediction, utilizing model compression technologies. Deep learning networks, integral to AI models, have become increasingly large, necessitating millions of parameters. These parameters make the models computationally expensive and voluminous in storage requirements. Addressing these issues, the paper discusses the application of model compression techniques—specifically pruning and quantization—to mitigate the storage and computational challenges. The experimental results demonstrated the effectiveness of the proposed method. These techniques reduce the physical footprint of AI models and enhance their processing efficiency, making them suitable for deployment on resource-constrained devices. Using these models in customer churn prediction in telecommunications illustrates their potential to improve service delivery and decision-making processes. By compressing models, telecom companies can better manage and analyze large datasets, enabling more effective customer retention strategies and maintaining a competitive edge in a dynamic market.

Modern technologies and the management of sports and leisure buyer engagement


 
 
 The market for sports and leisure services is constantly evolving. Polish consumers are more often interested in the offer of sports and leisure enterprises such as fitness clubs, water parks, gyms, or sports and leisure centres, recognising the importance of looking after their health and physical fitness. After a period of isolation during the COVID-19 pandemic, physical activity is even more frequently regarded as fundamental to maintaining health and fitness, harmony and balance in life. Currently, all fitness-related activities are classified as leisure time mega trends (e.g. work-life balance). Modern technologies are another noticeable trend, which is beginning to accompany people in physical activity as well. They help streamline the service delivery process and apply a personalised approach to the customer. We are not just talking about today’s most popular social media, apps and activity monitoring devices. QR codes, geolocation, gamification, sports coaching, and others can be applied in business practice. The objective of the article was to show the specifics of the sports and leisure industry, characterise the dominant technological solutions and identify the opportunities they can provide for sports and leisure businesses. It was assumed that modern technologies could be complementary and successfully used both to promote physical activity itself and to build the commitment of buyers of services provided by such companies. The research used qualitative and quantitative methods, as well as literature analysis. As the analysis of the survey results and observation of the market has shown, modern technologies motivate participants of physical activity, while sports and leisure companies are beginning to recognise their advantages in promoting their services. The article emphasises the complementarity of solutions and their comprehensiveness, as well as possible implications in the service activity of sports and leisure enterprises. The result of the analysis is a proposal for a set of useful features and solutions dedicated to companies providing sports and leisure services. By applying the proposed solutions, these companies can become more innovative, while their customers will be more satisfied.
 
 

Analysis of The Influence of the 7p Marketing Mix on Consumer Loyalty Shipping Services Company

This study aims to determine and analyze the effect of the 7p marketing mix on consumer loyalty at the delivery service company (JNE) in Lhokseumawe city and to find out which JNE service factor has the most dominant effect on consumer loyalty at the JNE delivery service company in Lhokseumawe city. The object of this research is consumers who have used or are using JNE shipping services. The sample used amounted to 100 respondents. The sample data collection technique used is a questionnaire. The author distributed questionnaires to 100 JNE consumers in Lhokseumawe city. The distribution of questionnaires that have been carried out by the author gets the results of the study, namely, partially the product variable (X1), price variable (X2), location variable (X3), promotion variable (X4), people variable (X5), service delivery process variable (X6), and phsycal evidence variable (X7), has a positive and significant effect on the loyalty of JNE consumers in the city of Lhokseumawe, with the most dominant variable affecting the loyalty of JNE consumers in the city of Lhokseumawe, namely the phsycal evidence variable (X7). The simultaneous testing in this study results in that the product variable (X1), price variable (X2), location variable (X3), promotion variable (X4), people variable (X5), service delivery process variable (X6), and phsycal evidence variable (X7), have a positive and significant effect on customer loyalty at JNE delivery service company in Lhokseumawe city. Keywords: product, price, location, promotion, people, process, physical evidance, consumer loyalty

An Enterprise Architecture Planning for Tour and Travel Company Using TOGAF ADM

Purpose: This study aims to address inefficiencies in service delivery processes within PT. Auva Eqtena Tour and Travel, particularly concerning manual operations and administrative document management. By utilizing the TOGAF ADM (The Open Group Architecture Framework Architecture Development Method) methodology, the research seeks to develop a strategic plan for information systems that enhances service efficiency and streamlines operations. Methods: The research employs the TOGAF ADM methodology to guide the strategic planning process for information systems improvement. Four key aspects are considered: vision architecture, business architecture, information system architecture, and technology architecture. Through a systematic approach, the study identifies areas for improvement and proposes strategic initiatives to optimize the utilization of information systems and technology. Results and Discussion: Analysis of the current operational processes within PT. Auva Eqtena Tour and Travel reveals inefficiencies in manual operations and document management, leading to delays and increased resource consumption. The application of TOGAF ADM methodology facilitates the development of strategic plans across various architectural domains. The proposed initiatives include enhancements in vision architecture, business processes, information system integration, and technological infrastructure to optimize information system utilization and improve service delivery efficiency. Implications of the Research: The findings have significant implications for PT. Auva Eqtena Tour and Travel, providing actionable insights for enhancing service efficiency and operational effectiveness through strategic information systems planning. By aligning business objectives with technology capabilities, the proposed initiatives aim to streamline processes, reduce costs, and enhance customer satisfaction. Originality/Value: This study contributes to the existing literature by applying the TOGAF ADM methodology to address operational challenges within the tour and travel industry. By integrating strategic planning principles with architectural frameworks, the research offers a structured approach to information systems development and optimization. The proposed strategic plan provides a roadmap for PT. Auva Eqtena Tour and Travel to leverage information systems effectively, thereby enhancing its competitive position and service delivery capabilities in the market.

Guidelines for assistive technology service provision – A scoping review

Purpose: Despite the high unmet need for effective AT provision, multiple service delivery models across different countries, and a shortage of personnel trained in this field, no widely useable and accepted Assistive Technology (AT) service provision guidelines currently exist. This review aims to provide an overview of the literature regarding AT service provision guidelines to inform the development of globally useable AT provision guidance, aligned with contemporary global initiatives to improve access to AT. Materials and Methods: The rapid scoping review method used a two-tiered approach to identifying relevant publications: (1) systematic search of academic databases (Medline, CINAHL, SCOPUS, and Google Scholar); (2) consultation with international AT organisations and experts. The search was conducted in March 2023 with no date limitations. Analysis was guided by the TIDE-funded HEART research on quality AT provision and service delivery processes in Europe, as well as the WHO-GATE 5 P framework for strengthening access to AT. Results: 35 publications were identified from various countries, and directed at differing assistive products, personnel, and provision contexts. No established guidelines for AT service provision currently exist. However, despite the variety in contexts, the range of assistive products and the range of stakeholders to whom guidelines are directed, several key service delivery steps were identified that may form part of such guidelines. Conclusions: This review offers a strong starting point for developing guidance for AT provision to meet global needs. Careful consideration of vocabulary, process, and application to the diversity of assistive products is recommended in systematizing globally applicable guidance.

'ALL ABOUT MY IDEAL MENTAL HEALTH SERVICE': Users, family members and experts by experience discussing a co-designed service.

Many studies have investigated patients' understandings of how to optimise mental health services. However, only a few studies in the Italian context have involved experts by experience (EbEs), who can be ex-users, family members of ex-usersor current service collaborators. Their role is crucial in implementing collaborative service quality assessment projects. The study investigated the experience of 35 EbEs, users, and family members who carried out a 9-month fortnightly project aimed at imagining an 'ideal service'. The facilitators of the discussion groups (two EbEs) were interviewed; written reports of each meeting were produced with relevant comments, notesand specific suggestions; and content analysis was applied. The most important result concerns the effectiveness of the project management method and group leadership carried out by the two EbEs. This approach allowed for complete autonomy of the work, without professional gaze or power imbalance. Also, the ideas and specific contents focused on by the two groups offer strategies to facilitate users' entry and reception in health care centres, to reduce the stigma of mental illness, to improve the centres' physical environment, to improve organisational aspects, to keep family members actively involvedand to network mental health services with other territorial services. EbEs have proven to be key figures in ensuring equity of role in the service co-design process. This also concerns a context, the Italian one, where their role has not yet been recognised and legalised. Their contribution and ideas to improve services could be fundamental not only in mental health centres, but also in other health facilities, and could concern the entire service delivery process rather than being limited to quality assurance, according to a virtuous circle based on active participation and transformation of the role of users. This work resulted from close collaboration between the two EbEs who conducted the groups, users and family members, the university, and the psychiatrist in charge of the service. All of them contributed to the research. The EbEs, researchersand psychiatrist participated in the interpretation of the data and are the co-authors of this paper.