Service Management Research Articles

Happy times, careers and happenstance in UK psychiatry: time, timeliness, timelessness, eternity and contemporality.

To address some challenges facing psychiatrists today we discuss issues of happenstance and fulfilment in psychiatric careers through some of the record and reflections of four psychiatrists since the 1950s. We trace the changes in psychiatry attendant to the transition from the welfare to the neoliberal state and=its contemporary postmodern culture. We highlight the crucial importance of political-cultural as well as technological developments in determining psychiatric service management and provision, and clinical practice and career outcomes. In the light of this impact, in a global era that some highly respected authorities consider in apocalyptic terms, we advocate for the incorporation of training in political awareness and activism in the psychiatric curriculum and practice. We suggest that this is necessary for social justice and patient welfare and that it will help safeguard psychiatric professionalism, conscience and self-esteem.

A systematic literature review on information service management and information-seeking behavior in tourism

A systematic literature review on information service management and information-seeking behavior in tourism

Global Quality of Service (QoX) Management for Wireless Networks

In the fast-changing technological landscape, novel applications are emerging with the potential to reshape the world. These applications, while promising, impose stringent requirements in terms of quality of service (QoS). The advent of wireless networks like 5G, 6G and Wi-Fi 6 brings about resource management solutions to ensure these requirements while meeting the user expectations within the interconnected environment. Nevertheless, user behaviors are also evolving, highlighting the importance of satisfaction and quality of experience (QoE). Furthermore, changes in user behavior trigger shifts in business models, where the quality of business (QoBiz) takes on a pivotal role. This evolving ecosystem, encompassing QoS, QoE, and QoBiz, demands a comprehensive and adaptable approach that conventional QoS management frameworks fail to perform. This paper introduces an implementation methodology for a global QoS management model named QoXphere. The implementation methodology is grounded in machine learning techniques and addresses the multifaceted aspects of quality of service (QoX) and their interconnections within wireless networks. The objective is to facilitate dynamic resource management that not only elevates user satisfaction but also optimizes provider benefits. Real-world examples illustrate the methodology’s applicability in widely deployed networks, complemented by simulated scenarios of modern network environments that further validate the approach.

The Factor Influencing the Adoption of Fintech in Investment Among Malaysians: A Unified Theory of Acceptance and Use of Technology (UTAUT) Perspectives

Technology has proven to be one of the stronger management and administration platforms for solving all of the conventional problems, including digital financial service management. Besides, it has proven to be the more potent distribution channel, not only for the movement of goods and services but also for digital investment. Nowadays, technology delved deep into the unicorns from the consumer’s Internet segment, which encompasses all business to customers’ Internet and Financial Technology companies. Both have emerged in banking, insurance/takaful, investment, asset management, and foreign exchange, among others, to track their activities in providing financial services. However, investment services also need to be given attention, especially when it comes to human intervention with the use of FinTech. The objective of this paper is to examine the influence of adoption factors for FinTech on investment. The objective will examine FinTech's potential in reducing costs, enhancing human resource efficiency, increasing customer satisfaction, and increasing investment returns. This study is based on the Unified Theory of Acceptance and Use of Technology (UTAUT) framework. This study helps participants in the future of the financial services industry leverage their organizational goals towards a hub of financial and non-financial digital ecosystems as technology advances. The comprehensive development of FinTech is essential to the investment management capabilities of all parties, such as value aggregators, advisors, and competitive access facilitators, in the increasingly challenging field of digital technologies. The combination of effective and systematic investment services could be combined with internal capabilities in FinTech across the investment landscape for external innovations, service providers, and advice facilitators.

A smart-contract-based adaptive security governance architecture for smart city service interoperations

Smart cities represent a promising paradigm aimed at enhancing citizens’ quality of life through cutting-edge infrastructure and technological advancements. Collaborative services serve as a cornerstone for any smart city, fostering seamless cooperation among diverse entities, including government agencies, businesses, and individuals, thereby enhancing community outcomes. These services are pivotal, promoting seamless communication and collaboration among various smart applications, and facilitating data exchange, resource sharing, and functional interactions within smart city environments to optimize efficiency, effectiveness, and user experiences. However, the development and deployment of secure, interoperable services in smart cities present significant challenges. These issues encompass, ensuring data security compliance during interoperation, effective management of interconnected services, securely handling sensitive data across services, and addressing issues related to confidentiality, integrity, and availability (CIA) traits. To tackle these challenges, this research proposes an innovative adaptive security governance framework tailored for smart cities. This framework relies on dynamic security policies implemented through smart contracts to guarantee data security and privacy during smart service interoperation. Real-world use cases in collaborative smart city environments validate the framework, integrating multi-chain blockchain technology, smart services APIs, and Software-Defined Networking (SDN), showcasing its ability to enhance security and efficiency in collaborative services. This study contributes to the development of safe and efficient collaborative services inside smart cities, tackling administrative issues while emphasizing data security and privacy. Smart cities may improve citizens’ living conditions while successfully addressing crucial security problems in an ever-changing environment by using this architecture.

Leveraging artificial intelligence for enhanced risk management in financial services: Current applications and future prospects

Leveraging artificial intelligence for enhanced risk management in financial services: Current applications and future prospects

Gambaran Kompetensi Mahasiswa Rekam Medis dan Informasi Kesehatan Universitas Esa Unggul

Knowledge is the result of curiosity through the process of perception, especially the sense of sight and hearing of certain objects. The D-III Medical Records and Health Information Study Program is a program that prepares students skilled in managing health information management. The aim of the research is to determine the competency description of Esa Unggul University Medical Records and Health Information students. Descriptive research method with a quantitative analysis approach. The population in this study were Esa Unggul University Medical Records and Health Information students from the 2020 and 2019 regular and parallel classes with a total of 94 students. Research results: the characteristics of the majority of students were female (73.6%), student age ≤ 22 years (63.7%), the largest campus base was regular Kebon Jeruk (51.6%), the largest class of 2020 (73.6%). The results for competency in Clinical Classification Skills, Codification of Diseases and other Health Problems, and Clinical Procedures showed that the percentage of competent was 51.3%, while the percentage of incompetent was 48.7%. Competency in the Application of Health Statistics, Basic Epidemiology and Biomedicine obtained a competent percentage of 49.9% while the percentage of incompetent was 50.1%. RMIK Service Management Competency obtained a competent percentage of 50.3% while the percentage of incompetent was 49.7%. Conclusion: The number of competent Medical Records and Health Information students was 55 students and 36 students who were not competent. Suggestion: Registration officers improve and understand more in serving and conveying more precise and clear information. It is recommended to maintain and improve the quality of learning and increase student learning motivation in order to increase the percentage of competency.

Emotional Labor Management in E-Smile Service: Does Pay-For-Performance Work?

Emotional Labor Management in E-Smile Service: Does Pay-For-Performance Work?

A critical review of service climate role in customer experiences

Purpose Extensive research has made it possible for service climate (SC) to establish itself as “a pivotal construct from a practical and theoretical perspective in the services marketing and management literatures” (Auh et al., 2011, p. 427). Key to that interest is the role granted to SC in several important outcomes, such as customer satisfaction and loyalty. A closer look at the theoretical arguments and empirical evidence supporting such role reveals, however, several fragilities. The main purpose of this paper is to present some of those fragilities considered to be particularly relevant to identify possible ways to avoid them. Design/methodology/approach An extensive review of SC literature was conducted leading to the identification of several fragilities regarding the role of SC in customers experiences. Findings The literature review conducted revealed several limitations that warrant some caution regarding the general consensus concerning the role of SC in customers experiences. Originality/value The originality of this paper lies in the identification of several important issues regarding the arguments and empirical support that have been ignored in the literature regarding the role of SC in customers experiences.

Customer Service Management on Enhancing Customer Loyalty in Food and Beverage Industry: Case Study of Starbucks Malaysia

In the highly competitive coffee industry, the operation of a successful coffee shop involves more than just providing a simple cup of coffee. Organizations are now recognizing the need to focus on delivering high-quality service to gain a competitive advantage. Emphasizing service quality is crucial for building customer loyalty. This paper aims to demonstrate and investigate the service quality using the SERVQUAL model, specifically in the context of Malaysia's Starbucks outlets. To gather real-time data, this paper employs a questionnaire-based survey. A total of 221 questionnaires were distributed to the public. Following data collection, the obtained data is analyzed using SPSS software. Additionally, this paper offers insights into the current state of Starbucks in Malaysia and proposes practical actions to enhance service quality. The objective is to not only attract and retain customers but also cultivating customer loyalty within the competitive coffee chain industry. By focusing on the SERVQUAL model, this research seeks to identify the key dimensions of service quality that significantly impact customer loyalty. These insights are essential for Starbucks to make informed decisions and implement effective strategies to elevate its service quality.

Cooperative Multi-UAV Positioning for Aerial Internet Service Management: A Multi-Agent Deep Reinforcement Learning Approach

Cooperative Multi-UAV Positioning for Aerial Internet Service Management: A Multi-Agent Deep Reinforcement Learning Approach

Modeling listeners’ perceptions of quality in consecutive interpreting: a case study of a technology interpreting event

Understanding listeners’ perceptions of consecutive interpreting (CI) quality is crucial for the interpreting profession and service management. However, research in this area is still in its early stages, lacking in-depth exploration of how listeners’ subjective factors impact their perceived CI quality and the extent of these interactions. This study introduced a research model based on existing literature, incorporating six key listener variables: listeners’ quality expectations, perceived characteristics of the interpreter, experiences with CI, domain knowledge, perceived dependence on CI, and perceived communicative effect. A case-based survey was conducted during a simulated interpreter-mediated technical conference. We surveyed 107 conference attendees before and after the technical event, testing 11 proposed hypotheses using their self-reported data. Data were analyzed using descriptive statistics and partial least squares structural equation modeling (PLS-SEM). The findings indicate that (1) domain knowledge has a negative impact on listeners’ perceived CI quality, while the remaining five listener variables positively influence their CI quality perceptions. Quality expectations emerge as the most influential predictor, followed by perceived characteristics of the interpreter and perceived communicative effect. (2) Listeners’ perceived characteristics of the interpreter and perceived communicative effect are positively predicted by their quality expectations, which highlights the fundamental role of quality expectations. (3) Domain knowledge and experiences with CI are confirmed as significant factors influencing quality expectations, while perceived characteristics of the interpreter significantly drive perceived communicative effect. Overall, the findings reveal the complex interplay of these subjective factors and illustrate how they collectively shape listeners’ perceptions of CI quality. Theoretical and practical implications for professional interpreting practice and interpreter training are also discussed.

Evaluation of Information Technology Service Devices At High Schools in Kendal Regency With ITIL 4.0

Schools as educational institutions with information technology services in the form of New Student Admission Systems, e-report systems, and other information technology services require devices supported by good service. Information technology devices must be appropriately managed to conduct business processes according to business goals. With good service management, the business value offered to customers (students) will increase. ITIL V4 contains information technology service management guidelines that contain best practices for information technology service management, including attention to customer experience, value streams, and support for current digital transformation. This research measures information technology equipment services at high schools in Kendal Regency. This research uses indicators adapted to schools with ITIL V4: Key Performance Indicators (KPI) and Critical Success Factors (CSF). The results of this research show that the performance of the hardware needs to be improved, and the value of the maturity model for each service device is still not good.

Good Management Practice Is Correlated With Good Performance of Community-Engaged Primary Health Care Facilities in Peru.

Increasing prioritization of quality primary health care (PHC) includes community engagement as a key element to improve PHC performance. We assessed the correlation of good regional management practices with PHC performance in Peru in community-comanaged PHC that is designed with multiple accountability mechanisms. We conducted a secondary analysis of a survey of Dirección Regional de Salud (regional health directorates, DIRESAs) regarding their management of public PHC services with collaborative community involvement by a Comunidad Local de Administración de Salud (Local Community for Health Administration, CLAS). CLAS-run facilities have previously shown evidence of superior performance over standard PHC services. We classified survey questions on 5 management functions of the Primary Health Care Performance Initiative: leadership, information system, financial control, transfer of management and leadership skills to health facilities, and supervision. An expert panel designated management practices as "good" or "less effective." The outcome, PHC service performance, was the percentage of CLAS comanaged facilities in each DIRESA achieving coverage and utilization goals. We correlated frequency of good management practices with PHC service performance. DIRESAs were divided into Group 1, "higher performance," and Group 2, "lower performance," to identify specific practices linked to better performance. We identified 32 good management practices among 52 response options to 17 questions. Correlation between good management practice and good service performance was significant (r=.7266; 12 df; P<.01). An average of 91.1% and 37.6% of CLAS facilities achieved service goals in Groups 1 and 2, respectively. Of all good management practices identified, an average of 40.6% and 24.0% were used by Groups 1 and 2, respectively. Group 1 used 11 specific good practices more frequently than Group 2. Regional management and community-comanaged PHC services designed with accountability mechanisms should be intentionally aligned, incorporating these into policies, budgets, processes, and capacities to strengthen PHC services.

Results of nursing personnel management in outpatient polyclinic services

Rational use of human potential and its development, in the future, will help achieve the highest economic results in the work of a medical organization, thereby improving the quality of medical care provided to the population. Thus, the professional activities of nursing service managers are directly related to personnel management. The quality of work of nursing teams depends on how effectively personnel management methods are studied and used in practice. Target. Improving methods of managing nursing staf f in a cit y clinic. Results. The psychological climate in the team was studied by conducting research on the psychological atmosphere in the group and determining the group cohesion index; the influence of the level of motivation of medical personnel on the results of work in the team was revealed; The leadership styles that dominate the work of the heads of nursing services at the clinic and the degree of satisfaction of medical personnel with the work performed were analyzed. Conclusion. The basis of the concept of personnel management in a medical organization is the need to understand the increasing role of the employee’s personality, knowledge of his motivational attitudes, the ability to form them and direct them to solve the problems facing the organization. Of particular importance is the use of effective methods of personnel management, which make it possible to implement and generalize the entire range of issues of employee adaptation to environmental conditions, and to take into account the role of the personal factor in building an organization’s personnel management system.

TINJAUAN KETEPATAN KODEFIKASI DIAGNOSIS PENYAKIT HYPERTENSI BERDASARKAN ICD-10-CM PASIEN RAWAT JALAN PERIODE TRIWULAN 1 TAHUN 2023 DI RSUD SITI FATIMAH AZ-ZAHRA PROVINSI SUMATERA SELATAN

Coding is very important in the prospective financing system which will determine the amount of fees paid to the FKRTL (Advanced Referral Health Facility). Appropriately coded clinical data will be needed for information for the purposes of patient care, research, improving service performance, resource planning and management, as well as to obtain appropriate reimbursement for health services provided. The accuracy of a code is intended for all types of diseases, one of which is hypertension. The purpose of this study was to determine the accuracy and inaccuracy percentage of hypertension diagnosis codes. This type of research uses a quantitative approach with descriptive methods. The sample of this study was the medical record files of outpatients diagnosed with hypertension in the January-March 2023 period, totaling 71 files. From a sample of 71 files in the diagnosis of hypertension, it was found that the inaccuracy of filling in the hypertension diagnosis code was 7 files (10%). While the accuracy of filling is 64 files (90%). From a sample of 71 files in the diagnosis of hypertension, it was found that the inaccuracy of filling in the hypertension diagnosis code was 7 files (10%). While the accuracy of filling is 64 files (90%). Factors that cause inaccuracies in the diagnosis code are doctors who write the wrong diagnosis due to incomplete medical supporting information, such as checking blood pressure. Completeness of medical supporting examination results can be used as information to determine the appropriate diagnosis code. Another factor was the doctor's writing which was difficult to read which made it difficult for officers to input diagnoses into the SIMRS.

Improving the Quality of Hospital Services Through the Integration of Servqual, Kano, and Two Iterations of Quality Function Deployment (QFD)

Purpose – This research focuses on the problem of decreasing the number of private hospital visits, one of the causes of which is patient dissatisfaction with the healthcare services provided. This research aims to design recommendations for improving the quality of a hospital's health services based on the perceived needs of patients so that it is hoped that patient satisfaction can be achieved well. Methodology/approach – The literature review defines service quality and patient requirements in this research. Servqual and Kano questionnaires are used in this research, with 150 patients as respondents. After the quantitative data has been obtained and analyzed, the next step is to collect qualitative data by conducting interviews with health service management experts. By using QFD analysis, the relations between patient requirements and service characteristics are obtained. Targeted health service criteria will be chosen to be used as recommendations to improve hospital services. Findings – Some patient requirements are not optimally fulfilled by the hospital. Service characteristics and service critical parts are prioritized for the recommendation in improving the hospital health services. Novelty/value – The research combines scientific disciplines marketing, namely Service Quality (Servqual) and scientific disciplines operations management, namely Kano and Quality Function Deployment (QFD) first iteration (House of Quality) and second iteration (Part Deployment), with the hospital’s health service as the research object. The integration can be used in other service companies, especially in health services.

Addressing the Burden of Rotator Cuff Tears in India: Current Practices, Challenges, and Opportunities for Improved Diagnosis and Management in Healthcare and Service

Background: Rotator cuff tears (RCTs) are a significant musculoskeletal issue in India, driven by lifestyle changes, an aging population, and increased physical activity. These injuries can result in pain, disability, and reduced quality of life. The complexity of diagnosing and managing RCTs in India is compounded by limited access to advanced imaging technologies, a shortage of specialized healthcare providers, and disparities in the healthcare infrastructure. Methods and Materials: This study reviews existing literature and data from various sources, including the Indian Orthopedic Association, the Ministry of Health, and the World Health Organization. It examines the current practices for diagnosing and managing RCTs, assesses the prevalence and risk factors, and evaluates the effectiveness of various treatment modalities. Diagnostic tools like MRI, ultrasound, and arthroscopy were analyzed for their sensitivity and specificity in detecting RCTs. Results: RCTs are prevalent in India, particularly among individuals over 50, with an estimated prevalence of 22.5%. Men are more commonly affected due to physically demanding jobs. Advanced diagnostic tools like diffusion-weighted MRI and MR Arthrography provide accurate diagnoses. Arthroscopic rotator cuff repair (RCR) shows high success rates, ranging from 70% to 90%. Early diagnosis and appropriate treatment, including physical therapy and surgical intervention, are crucial for optimal outcomes. Conclusion: Managing RCTs in India requires a comprehensive approach involving enhanced healthcare infrastructure, increased access to advanced imaging, and specialized training for healthcare providers. Despite progress, challenges remain, such as the need for standardized treatment protocols and specialized care facilities. Addressing these issues through research collaboration and knowledge exchange can improve patient outcomes and reduce the burden of RCTs in India.

Survey on the Operation of Concessionaires and Satellite Food Stalls in Tomas Claudio Colleges

The study aimed to determine the perception of the respondents on the extent of operation of all canteens and satellite food stalls in TCC during the school year 2019-2020. The study considered two groups of respondents. These include teaching and non-teaching and students. They were chosen utilizing convenient sampling techniques. Descriptive survey research design was applied utilizing the researcher-made questionnaire checklist as a tool in gathering the needed data on the perception of the respondents on the extent of operation of concessionaires and food stalls in TCC with respect to food service management, human resource management, marketing management and safety and risk management. As evaluated by the teaching and non-teaching respondents, the overall weighted mean obtained is 3.85 interpreted as Often for food service management. Also, as evaluated by the student- respondents, the overall weighted mean obtained is 3.49 interpreted sometimes. The test for the significant difference on the extent of operation of all canteens and satellite food stalls in Tomas Claudio Colleges as perceived by the teaching and non-teaching respondents with regard to their sex, age, and educational attainment yielded a p-value higher than .05. This accepted the null hypothesis. The study concluded that the extent of operation of all canteens and satellite food stalls in Tomas Claudio Colleges has no bearing as perceived by the teaching and non-teaching respondents with regard to their sex, age, and educational attainment. It is concluded that sex, age, and educational attainment have nothing to do with the perceptions about the extent of operation of all canteens and satellite food stalls in Tomas Claudio Colleges. In addition, sex, age, and educational attainment are not factors on the perceptions of teaching and non -teaching respondents on the extent of operation of all canteens and satellite food stalls in Tomas Claudio Colleges.

ĐÁNH GIÁ CHUẨN ĐẦU RA THỰC TẬP NGHỀ NGHIỆP CỦA SINH VIÊN NGÀNH QUẢN TRỊ DỊCH VỤ DU LỊCH VÀ LỮ HÀNH, TRƯỜNG ĐẠI HỌC KIẾN TRÚC ĐÀ NẴNG

Professional internship is a compulsory course at universities, particularly for application-oriented training programs. Instead of relying on the evaluation results of lecturers and businesses, this study evaluates the effectiveness of professional internships from the perspective of students. The study has developed a scale including criteria of knowledge, skills, and attitudes, and conducted a survey of students who have completed 02 Professional Internship courses 1 &amp; 2 in the field of Travel and Tourism Service Management, Da Nang University of Architecture. The results show that most of the criteria are met at a good level, however the most important goal of training students to master the processes and operations in the departments has the lowest evaluation score. This shows that there is still a gap between theory and practice, between the program framework and actual implementation. Based on that, the article also suggests some solutions to shorten this gap. Keywords: Professional internship; knowledge; skills; attitude; tourism.