Service Development Activities Research Articles

Making sense of methods and approaches to user involvement

There has been a dramatic growth in the ways of involving users in various product, service, space, and systems development activities. Various categorizations, listings, and mappings have been proposed for making sense of this user-involvement landscape. The present paper introduces the main types of currently available clarificatory mappings used in design for, with, and by users, as well as the shortcomings associated with them. It then proceeds to elaborate how such mappings could be better organized in the future, stressing the importance of distinguishing between techniques, methods, methodologies, and approaches. While sensible mappings are difficult if not impossible to ever achieve regarding techniques and methods, wider approaches in how designer–user relations are organized in time and space do appear to be amenable to differentiation. We elaborate a typology of nine approach-level user-involvement configurations based on resemblance relations, and how these in turn help make sense of wider research areas.

Statement of Removal

The new millennium has marked a dramatic proliferation in the ways by which users are involved in various product, service, space and systems development activities. Particularly digital services and platforms have enabled new kinds of user involvement configurations across time and space. These important changes in the user involvement “landscape” tend to remain unnoticed or misunderstood, owing to no small measure to the blurriness of available method mappings. Building on the critique and conceptual development presented in the part one of this paper, we elaborate a typology of nine approach level user involvement configurations. We further elaborate why the user involvement configurations help make sense of some research/practice areas such as service design, participatory design and user innovation research which all factually span several distinct user involvement configuration types – in effect prompting quite different designer roles and orientations within the same research area.

Water quality assessment using water quality index: a case of the Dong Nai river- sections flow through Bien Hoa city

Over the past few years, there are many activities had negative impacts on the surface water of the Dong Nai river such as industry, agriculture, and service development activities; Therefore, river water quality is significantly relieved. This study was conducted to evaluate the effect of elements on the water quality in Bien Hoa City, Dong Nai Province. Analyze the parameters of pH, temperature, DO, BOD5, COD, N-NH4+, P-PO43-, TSS, turbidity, and total Coliform on 54 samples from Jan to Dec in 2022. The water quality index (WQI) and statistical analysis were applied to explore and determine the water quality in Bien Hoa City. The results of the study indicated that the water quality of Dong Nai river is not quite good, most parameters reach the limit value B1 according to QCVN 08:2015/BTNMT; however, the values of parameters DO, total coliforms, TSS exceed the limit value B1 significantly. WQI values fluctuate at a fairly high level from 17 to 68, and the average WQI of the river reaches is quite low, so the authority should have promulgated the law to protect the water surface of this river; Therefore, water quality assessment is significant for better control and management of the surface water environment in Vietnam.

A Suggested Model for Customer Relationship Management with Customer Experience-Oriented Data Optimization in the Mobile Phone Industry

This study develops a marketing information system algorithm for determining whether and to what degree customers of mobile phone businesses prefer their own brands after experiencing problems with their current product, or in customer service or repair services during or at the end of an average use period for their product. With a process map and system algorithm, a data analytics model required for creating a satisfied and loyal customer group is described based on analysis results obtained by tracking/analyzing customer experiences in different processes. The article‘s findings can help to optimize product, sales, and service development activities focused on business profitability by highlighting data-driven customer experience tracking systems for business. Keywords Customer experience, CRM, Current customer, System algorithm, Conceptual modeling.

Upaya Pengembangan Layanan Melalui "Program SATU KECAMATAN SATU BUKU (SAKE SABUK)" di Perpustakaan Umum Kabupaten Sumedang

<p>The development of services in the library can be implemented through certain programs that are related to the objectives to be achieved in the library, one of which is information services related to regional characteristics contained in the Satu Kecamatan Satu Buku (Sake Sabuk) Program. The purpose of this study was to describe and analyze the Sake Sabuk Program as an effort to develop services at the Sumedang District Public Library. The research method used is qualitative. Data were obtained through interviews, observation, documentation, and literature study. The research results obtained that the efforts made by the Sumedang District Public Library by implementing the Sake Sabuk Program had a good impact on service development activities in the library. The community becomes aware of the uniqueness of the Sumedang Regency area. In its implementation, this program received various support from both internal and external parties. In addition, the implementation of the program is inseparable from obstacles, namely the lack of direct and indirect socialization and promotion activities in the community. Many people, especially in Sumedang Regency, are still not aware of this program.</p>

Lesbian, gay, bisexual, transgender and gender diverse and queer (LGBTQ) community members' perspectives on palliative care in New South Wales (NSW), Australia.

Lesbian, gay, bisexual, transgender and gender diverse people, and queer people (LGBTQ people) are at increased risk of some chronic diseases and cancers. NSW Health palliative care health policy prioritises equitable access to quality care, however, little is known about community members' perspectives on palliative care. This study aimed to understand LGBTQ community views and preferences in palliative care in NSW. A community survey and follow-up interviews with LGBTQ people in NSW were conducted in mid-2020. A total of 419 people responded to the survey, with 222 completing it. Six semi-structured phone interviews were conducted with participants who volunteered for follow-up. The sample included LGBTQ people with varied levels of experience in palliative care. Thematic analysis was conducted on survey and interview data, to identify perceived barriers and enablers, and situate these factors in the socio-ecological model of health. Some perceived barriers from community members related to considering whether to be 'out' (i.e., making one's sexual orientation and gender known to services), knowledge and attitudes of staff, concern about potential substandard care or mistreatment (particularly for transgender health), decision making, biological family as a source of tension, and loneliness and isolation. Perceived enablers related to developing and distributing inclusive palliative care information, engaging with community(ies), fostering inclusive and non-discriminatory service delivery, ensuring respectful approaches to person-centred care, and staff training on and awareness building of LGBTQ needs and issues. Most of the participants who had experienced palliative care recounted positive interactions, however, we identified that LGBTQ people require better access to knowledgeable and supportive services. Palliative care information should be inclusive and services respectful and welcoming. Particular consideration should be given to how services respond to and engage with people from diverse population groups. These insights can support ongoing policy and service development activities to further enhance palliative care.

The Implementation of Religious Activities Development Program Based on Virtualization of Zoom Meetings in Madrasah Ibtidaiyah

This study aims to describe the implementation of a religious activity development program based on zoom meeting virtualization at MIN 8 Asahan. The focus of the discussion includes the study of teaching methods, materials (learning content), as well as supporting and inhibiting factors in developing religious activities through zoom meetings. Data collection techniques using documentation, interviews, and observations. The data analysis technique uses data reduction, data display, and conclusion drawing. The results of the first study show that the teacher's method is based on aspects of daily, weekly, and monthly activities, based on aspects of the semester and annual activities using the synergetic teaching method. The teacher's material is carried out through evaluation. The evaluation uses an evaluation assessment through oral, written, and deed tests. The supporting factor is the existence of a collaboration between the district ministry of religion and the local education office and the support from school principals, teachers, learning communities, and Madrasah committees. Meanwhile, the inhibiting factor is the lack of available time and volume of distribution of hours for the implementation of activities, meanwhile, the intensity and number of enthusiasts in one activity item takes up to 5 hours, and internet services sometimes experience network disturbances. The lack of optimization of the provision of facilities and infrastructure coupled with the quality of the distribution of developments whose coverage is inadequate, such as fast internet service facilities and development activities outside of school hours is not sufficient.

GIS TECHNOLOGY FOR HEALTHCARE SERVICE: PLANNING & EVALUATING OUTREACH

Geographic information systems (GIS) is an effective tool for determining the best locations for future healthcare facilities. An increasingly important form of analysis in health information systems involves the analysis of geographic distribution and trends in health service delivery. Geographic information systems software helps map the spatial distribution and coverage of health services and as a tool to identify geographic areas to target for health service development activities. The objectives of this study are to analyze the geographic distribution of the public health facilities in the Dahod District of Gujarat. The listed healthcare facilities of Dahod district were covered for data collection. The data includes detailed survey and collected GIS coordinates Using Global Positioning System (GPS) technology. The collected Latitude and Longitude through a ground survey of every health facility were transferred into GIS software for mapping health facilities of Dahod in the state of Gujarat, India for the year 2020. The Dahod district is divided into 7 sub-districts/blocks. In the district total of 21 Community Health Centers (CHC's), 97 Public health Centers (PHC's) and, 637 Sub Centers (SC's) are operating. The GIS-based methods used in this study show how this methodology can be utilized for planning the location of new health facilities across a range of geographical terrains and regions, including hilly, tribal, and remote areas. Analysis reveals that some talukas have a clustering of health facilities while the other talukas have evenly distributed health centers.

Identifying complaints based on semi-supervised mincuts

In today’s competitive business world, customer service is often at the heart of businesses that can help strengthen their brands. Customer complaint resolution in a timely and efficient manner is key to improving customer satisfaction. Moreover, customers’ complaints play important roles in identifying their requirements which offer a starting point for effective and efficient planning of the company’s overall R&D and new product or service development activities. That said, businesses face challenges towards automatically identifying complaints buried deep in massive online content. In this paper, we propose a graph-based semi-supervised learning paradigm leveraging syntactic and semantic representations of tweets. Intrinsic evaluation results on a benchmark dataset illustrate that the proposed approach outperforms state-of-the-art supervised non-graph based classification models for solving the complaints identification task, and confirms the efficacy of the proposed approach. Experimental results also show that the performance of the state-of-the-art supervised complaint classification model trained over hand-crafted features extracted from several linguistic resources can be reached with less than 50% of the training data with the proposed approach.

Multitask Learning for Complaint Identification and Sentiment Analysis

In today’s competitive business world, customer service is often at the heart of businesses that can help strengthen their brands. Resolution of customers’ complaints in a timely and efficient manner is key to improving customer satisfaction. Moreover, customers’ complaints play an important role in identifying their requirements which offer a starting point for effective and efficient planning of companies’ overall R&D and new product or service development activities. Having said that, organizations encounter challenges towards automatically identifying complaints buried deep in massive online content. Our current work centers around learning two closely related tasks, viz. complaint identification and sentiment classification. We leverage weak supervision to annotate the corpus with sentiment labels. We propose a deep multitask framework that features a knowledge element that uses AffectiveSpace to infuse commonsense knowledge specific features into the learning process. The framework models complaint identification (the primary task) and sentiment classification (supplementary task) simultaneously. Experimental results show that our proposed multitask system obtains the highest cross-validation accuracy of 83.73 +/- 1.52 % for the complaint identification task and 69.01 +/- 1.74 % for the sentiment classification task. Our proposed multitask system outperforms the single-task systems indicating a strong correlation between sentiment analysis and complaint classification tasks, thus benefiting from each other when learned concurrently.

Feature: The Profession of Teaching English in the Two-Year College: Findings from the 2019 TYCA Workload Survey

In fall 2019, the Two-Year College English Association distributed a survey to two-year college English faculty across the United States through professional listservs, regional distribution lists, and social media platforms. This report summarizes the key data derived from 1,062 responses to close-ended questions about workload related to teaching, service, leadership, and professional development. The report discusses the demographic profile, employment status, and contractual obligations in course assignments of the two-year college English faculty who responded. It also summarizes Information about respondents’ overload teaching, their autonomy within their teaching responsibilities, and the kinds of service and professional development activities in which they engaged.

Patient-Centered Development of a Digital Care Pathway for Arrhythmia Patients.

Citizens are ready and willing to use various kinds of e-health services and Web-based portals. The purpose of this study was to describe the experiences of patients who underwent an arrhythmia procedure of the guidance they received as well as their needs and expectations for a future digital care path. The goal for the future is to utilize the results in other patient-centered digital service development activities. The research material was collected in a two-part thematic interview with patients who underwent an electrophysiology examination and supraventricular tachycardia catheter ablation procedure (n=7) or ablation treatment for atrial fibrillation (n=4). The preliminary digital care path was modified based on the results. The arrhythmia patient's digital care path was tested in a workshop using a test group consisting of patients (n=3) and nursing staff (n=6). As a result, a digital care pathway for arrhythmia patients was completed.

Service Blueprint for Sustainable Business Model Evaluation

The adverse societal impacts caused by sharing mobility - a form of service-based sustainable business model innovations, showed that operation activities and managerial practices impact heavily on the sustainable value of a service offering. To identify how new service development (NSD) activities can better support the proposed service offering for sustainability, evaluating sustainability of service operations is needed. This study draws learnings from service design, product-service system and sustainable innovation research streams, to build sustainability evaluation framework into service blueprint. Six expert-interviews and two mobility case studies were developed, to illustrate service blueprint's capability in mapping sustainability input and benefits created during NSD and service operation activities. Results revealed a) the shift from using sustainable ‘value’ to ‘benefits’ concept in service operation evaluation, b) the public-private collaboration dilemma and c) the agile NSD and sustainable innovation incompatibility. This paper aims to offer a springboard for practitioners and researchers to uncover compelling insights, discuss latest service design developments, and envision future directions for integrating sustainability into service-based business model innovation

Development and pilot of a burns-specific patient-reported experience measure

Patient –reported experience measures (PREMs) are a valuable tool in assessing patient’s subjective experiences within healthcare settings. They assist the evaluation and development of clinical services, and could be considered most useful when they assess elements of care pertinent to the specific health condition or clinical service. Currently there is no existing PREM to assess this in an NHS burns service. In the current project, a burns-specific PREM was created by identifying pre-existing condition specific PREMs in the literature and selecting key items pertinent to burn care for use in a brief questionnaire tool adapted in multiple versions to patient age and care setting. The measure was reviewed by the burns multidisciplinary team and piloted with patients attending the service. Twenty-seven participants completed the measure alongside an evaluation tool briefly assessing clarity, relevance and acceptability. While small, this pilot suggested that patients found the measure acceptable to complete and relevant to their care. It also yielded information not currently assessed by the service in any other format, appearing to promise utility for service development activities. Further work is needed to validate the tool and determine how its use could be implemented at a local and national level.

Promoting user-centricity in short-term ideation workshops

Participating in a short-term ideation workshop – based on design thinking principles – may increase the innovation capability of companies. We show how the persona methodology can be successfully applied to promote user-centricity in such ideation workshops. For this research, we observed 20 design teams of Swiss Small and Medium-sized Enterprises during 2.5-day standardized ideation workshops, and analyzed how they developed and used – in total 81 – personas as a design tool to inform their product and service development activities. We found that an iterative approach, which allows for frequent reality checks during the persona development process, in combination with diversely staffed design teams, who bring a broad range of expertise and experiences together, may compensate for the limited amount of time available for user research during short-term ideation workshops. Moreover, our study revealed two varying persona usage patterns, namely personas used as a reference point versus personas used as a starting point. These findings highlight personas as a valuable design tool to promote user-centricity during short-term ideation workshops in the early development phase of new products, services and business models.

EXPLORING NEW SERVICE PORTFOLIO MANAGEMENT

Most research on the management of innovation portfolios has focused on new product portfolios, whereas the management of new service portfolios has not been researched correspondingly. This paper addresses this literature gap by exploring portfolio management of New Service Development (NSD) activities empirically. The paper applies a qualitative research design, where data was collected in 52 in-depth interviews with managers and employees involved with NSD. The study finds that the portfolio management activities and processes were carried out in parallel with the NSD process, and that the most important stakeholders in the NSD portfolio management organization were top managers not involved in the daily NSD operations. Findings reveal that the firms used a great variety of criteria when making portfolio decisions. However, contrary to prescriptions based on new product development research, the decision process exposed for NSD was to a limited degree assisted by explicit portfolio management tools. We explicate our findings in five propositions.

The Use of Mobile Applications in Shopping

This exploratory paper focuses on the use of mobile applications in shopping from the customer activation point of view. Empirical survey data was collected from 23 mobile shopping application users, and the major findings indicate that mobile applications present a modern and flexible channel for supporting and intensifying customer participation. However, in order to guarantee a long-term customer relationship, the application must be integrated with the service development and refinement activities of a service company. It is also essential that applications have a high technological quality and create a long-term relationship between the customer and the company based on a cumulative learning process. In addition, the motivation to upload the application is strongly based on the perceived benefits of using the application. Therefore, it seems beneficial to develop mobile applications in conjunction with customers. In all, more research is needed, ideally involving close co-operation between practitioners and academic researchers.

The Construal of Midwives by Pregnant Women with a Body Mass Index Greater Than or Equal to 30 kg/m2 (BMI ≥ 30 kg/m2): A Repertory Grid Study

To explore the construal of midwives by pregnant women with a body mass index greater than 30 kg/m2 (BMI ≥ 30 kg/m2 ). Ten pregnant women with a BMI ≥ 30 kg/m2 were recruited from antenatal clinics at a maternity hospital in the North West of England. Each participant completed a repertory grid. The participants chose people to match roles including themselves, pregnant women, midwives of different BMIs and hypothetical elements. They also generated psychological constructs to describe them. Pregnant women with a BMI ≥ 30 kg/m2 construed themselves as vulnerable and self-conscious. Some women endorsed obesity-related stereotypes for themselves and felt responsible for their weight. The midwife with a BMI 18 < 30 kg/m2 was considered to be most similar to the ideal midwife, while the midwife with a BMI ≤ 18 kg/m2 was construed as having an undesirable interpersonal style. The midwife with a BMI ≥ 40 kg/m2 was often construed as sharing similar experiences to the pregnant women with a BMI ≥ 30 kg/m2 , such as struggling with the psychological consequences of a raised BMI. Some women construed the midwife with a BMI 30 < 40 kg/m2 in a positive way, whereas others viewed it as sharing similar feelings about weight as the midwife with a BMI ≥ 40 kg/m2 . The pregnant women with a BMI ≥ 30 kg/m2 in this study described perceptions of themselves and the midwives responsible for their care, which may affect their engagement and satisfaction with services. Pregnant women with a BMI ≥ 30 kg/m2 should be involved in service development activities to ensure the structure of services and the language used by midwives are acceptable and do not confirm weight-related stereotypes. Copyright © 2016 John Wiley & Sons, Ltd. Pregnant women with a BMI ≥ 30 kg/m2 construe themselves as vulnerable and self-conscious and perceive themselves responsible for their weight. Pregnant women with a BMI ≥ 30 kg/m2 construe midwives with a low BMI as having an undesirable, cold, interpersonal style. Midwives with a raised BMI are construed as similar to the women, because they share the uncomfortable psychological consequences of a raised BMI. The nature of pregnant women's construal may affect their engagement and satisfaction with maternity services and midwifery care.

Roles of accounting in New Service Development within Servitization – The viewpoint of pragmatic constructivism

Roles of accounting in New Service Development within Servitization – The viewpoint of pragmatic constructivism

A longitudinal learning experience to prepare residents for a career in academia

PurposeA 24-month longitudinal academic learning experience as part of a combined postgraduate year one and postgraduate year two (PGY1/PGY2) pharmacotherapy residencies to prepare residents for an academic career is described. SummaryA longitudinal academic learning experience was developed to provide an opportunity for residents to gain valuable experience in teaching, scholarly activity, professional service, and leadership development activities in addition to learning the process of integrating these activities into their daily responsibilities. Teaching experiences include didactic lectures, small-group facilitation, precepting, and course coordination. Residents participate in college and institution committees and are encouraged to become active in professional service through local, regional, and national pharmacy organizations. Peer-review, as well as manuscript development and submission, is also a focus of this experience. Finally, leadership skills are nurtured through readings, discussions, and faculty interviews. The 24-month longitudinal nature of this experience enables repetition and incorporation of feedback to further hone their academic abilities. ConclusionThrough the longitudinal academic learning experience, residents are given the opportunity to learn and practice skills vital to success in a clinical faculty position. Benefits of this program extend beyond the residents to preceptors and the institution.