Service Operators Research Articles

비대면 상담서비스 운영 변화와 과제: 국내 사이트를 중심으로

Objectives This study aims to identify operational changes and challenges in the development of non-face- to-face counseling by comparing the past and present usage of contactless counseling in the context of the rapid increase in the use of contactless counseling due to the spread of COVID-19 and the development of information technology. Methods For comparison with the past, we used the survey methodology from a previous study (Kim, Kye-hyun, & Lim, Eun-mi, 2000) and analyzed 113 counseling sites, including five items (‘service target’, ‘service operator’, ‘counseling method’, ‘counseling content’, and ‘usage fee’) and two additional items (‘counselor’s expertise’ and ‘guidance on using non-face-to-face counseling’) as survey indicators. Results First, we found that counseling methods, which were limited in the early days of non-face-to-face coun-seling, are now being diversified through the development of technology and the expansion of media use. Second, we observed a new way of connecting counselors by establishing platforms for non-face-to-face counseling at large portal sites and private counseling organizations, not limited to the free services provided by public in-stitutions in the past. Third, although guidance for non-face-to-face counseling is currently provided, there is a lack of information on the expertise and confidentiality of counselors. Conclusions This study aims to identify the current status of non-face-to-face counseling in Korea by comparing the past and present operation status of non-face-to-face counseling in Korea, and to identify development tasks. It is expected to provide various implications on the need to strengthen the awareness, professionalism, and eth-ical considerations of non-face-to-face counseling.

A prospect theoretical choice model incorporating profitable and punctual uncertainties: an investigation in the participation of private car sharing

This study aims to examine people’s propensity to share private cars between peers accounting for the potential impacts of uncertainties underlying the sharing profit and vehicle returns. A mixed logit prospect theoretical model is developed to estimate the effects of uncertain variables and examine the unobserved heterogeneity using the data collected through a stated choice experiment in Hiroshima City, Japan. Results show that car owners are generally sensitive to the gains and losses for the revenue and the time of delayed returns, and people respond to uncertain situations differently. Individual participation in private car sharing is significantly influenced by the choices made by different social group members like family/relatives and friends/colleagues. These insights on individuals participation mechanism are helpful for service operators to promote the market share of private car sharing.

Vessel Trajectory Prediction at Inner Harbor Based on Deep Learning Using AIS Data

This study aims to improve vessel trajectory prediction in the inner harbor of Busan Port using Automatic Identification System (AIS) data and deep-learning techniques. The research addresses the challenge of irregular AIS data intervals through linear interpolation and focuses on enhancing the accuracy of predictions in complex port environments. Recurrent neural network (RNN), Long Short-Term Memory (LSTM), Bidirectional LSTM, Gated Recurrent Unit (GRU), and Bidirectional GRU models were developed, with LSTM delivering the highest performance. The primary scientific question of this study is how to reliably predict vessel trajectories under varying conditions in inner harbors. The results demonstrate that the proposed method not only improves the precision of predictions but also identifies critical areas where Vessel Traffic Service Operators (VTSOs) can better manage vessel movements. These findings contribute to safer and more efficient vessel traffic management in ports with high traffic density and complex navigational challenges.

Virtual/Mobile Overdose Response in Canada: A Social Return on Investment Analysis

The overdose epidemic continues to be one of the leading causes of death in North America and continues to contribute to high healthcare costs. While harm reduction initiatives have significantly reduced the aforementioned costs, there is a dearth of evidence regarding overdose response hotlines and applications. We aim to evaluate the social return on investment (SROI) from a payer perspective of one such overdose response hotline, Canada's National Overdose Response Service, and its implications for service users, service operators, the Canadian healthcare system, and program funders. Outcome variables determined from theory of change models were developed in consultation with the aforementioned vested interest groups. Proxy values were attributed to each variable identified through values present within existing literature and databases. These values were then compared to operational costs accounting for deadweight, attribution, and displacement to determine a final SROI ratio. A discount rate was then applied based on the influence of risk on the outcome achieved. The ratio illustrating the value created for all stakeholders, resulting from the $1,592,00 investment made over two years, is $15.84 per single dollar invested. The value generated stems primarily from overdose prevention, mental health support, staff employment, reductions in emergency service utilization, service referrals, and volunteer well-being, which outweigh costs including operational funding, work-related stressors, compassion fatigue, and false calls. The results of our study demonstrate that the National Overdose Response Service provides a social value that far outweighs the costs attributed to the program's operation.

Onion Services in the Wild: A Study of Deanonymization Attacks

Tor, the leading anonymization network, routes traffic over multiple relays to ensure client anonymity. Its Onion Services allow users to host services within the Tor network without revealing their location. While these techniques are crucial for users in authoritarian regimes and whistleblowers, they are also exploited by criminals. This paper diverges from the common focus on the technical vulnerabilities of the Tor protocol and instead explores the practical aspects of deanonymizing Onion Service users and operators. Despite Tor's robust security mechanisms, human errors in its usage and operation frequently lead to deanonymization. This study models law enforcement agencies as powerful attackers and evaluates documents from 136 court cases to determine investigative methods. We find that investigators employ different methods depending on the offense, with user mistakes being the dominant angle. Technical attacks, though comparatively rare, are highly effective and can potentially impact a large number of users simultaneously. Attacks on the well-researched Tor protocol are exceptionally rare, but their impact is even more significant. We argue that the human aspect of using Tor is the most critical deanonymization angle and that tailored guidelines for ethical users can help protect them from oppressive retaliation while still enabling the prosecution of criminal activity.

Traffic advisory for ship encounter situation based on linear dynamic system

Enhancing Situation Awareness (SA) is crucial for maritime traffic safety. Various indicators have been developed to assess risks in encounter situations and support the SA of Vessel Traffic Service Operators (VTSOs) and Officers on Watch (OOW), including collision risk and traffic complexity. Despite the widespread use of these navigational aids, ship collision incidents have not been effectively reduced. This paper abstracts ship encounter situations as linear dynamic systems to enhance the understanding of traffic situations. A traffic advisory framework based on the Convention on the International Regulations for Preventing Collisions at Sea (COLREGs) is proposed by integrating complexity metrics with risk indicators. The proposed method is validated through simulations of head-on, overtaking, and crossing scenarios, demonstrating its ability to accurately assess encounter complexity and issue advisories for free navigation, complexity, and resolution. Finally, we discuss the practical application of the proposed method through real-world experiments conducted in the waters of Qiongzhou Strait. The results indicate that the proposed method effectively quantifies the complexity of ship encounter situations and identifies high-collision-risk vessels from a microscopic perspective while providing insights into maritime traffic surveillance from a macro perspective.

A Formalism for Scalable Maritime Traffic Monitoring and Explainable Anomaly Detection and Resolution at Vessel Traffic Services

Abstract Vessel traffic service (VTS) centres around the globe monitor and manage the ship traffic in their areas of responsibility and respond to arising unsafe or inefficient situations. Decision support tools (DST) help vessel traffic service operators (VTSO) to enhance their situational awareness and decision-making process, thus to recognise and assess dangerous situations. However, current DST have unsophisticated features and require manual configuration by the operator. Firstly, triggers for alerts are mostly based on the creation of geographical polygons for spatial-dependent assignment of rules, thresholds, ranges and limits for specific features. Secondly, calculations for the detection of safety-critical situations rely on measurements based on the closest point of approach (CPA) without taking contextual information into account. Thirdly, trajectory predictions are performed considering a constant velocity model (CVM) which does not depict reality. Due to these and other peculiarities, current DST are prone to false alerts. This results into a high workload where unsafe situations may be overlooked. In this paper, we propose a hierarchical formalism as foundation for an anomaly detection and resolution which generates less false alerts. The formalism consists of three hierarchical layers which represent, objects, measurements and situations. The formalism ensures adaptability and extensibility to various VTS areas and traffic patterns. Moreover, due to the given structure, the presented formalism is easily implementable, adaptable and scalable taking the currently available technological capabilities at VTS centres into account. We demonstrate the feasibility of this formalism by implementing a proof-of-concept and assessing it with realistic scenarios. Our implementation utilizes a rule-based system as central framework and it is configured through statistical methods, e.g. machine learning. Given this hybrid approach, the implementation provides reasonable and explainable results. This enables comprehensibility and verifiability by authorities and operators which is crucial for acceptance.

Signals of change: eating trends shaping the future of food service

Food security is a problem across the world, as prices rise under pressure from climate change, geopolitics, demographics and de-globalisation. These factors, when combined, will impact on the food service sector. In this trends article, the authors identify ten trends that reflect the changes occurring in the food service sector. The trends analysis is based upon the predictive paradigm in futures studies which draws upon evidence, facts and observational research. The ten trends are: (1) climate change diets; (2) escapist indulgence; (3) moderation mantra; (4) evidence-based eating; (5) mood food; (6) digital food; (7) sustainable dining; (8) ethnic and fusion food; (9) local food; and (10) adventurous dining. The contribution of this article is that it clearly identifies the changes occurring in our eating patterns and food purchase decisions and provides a signal to food service operators and brands about the changes that are occurring and why.

Efficiency versus market power in the rail industry

Although an extensive literature exists that examines efficiency in rail markets, analyses that also study the market power of rail operators are scarce. We examine the effects of competition and vertical separation on efficiency and price-cost margins. In doing so we propose a two-stage procedure. Firstly, efficiency and Lerner indexes will be obtained for a sample of rail operators for the period 2000–2016. Secondly, the determinants of both indexes are jointly estimated. Results indicate that integrated incumbents not facing competition perform worst and exert the highest market power. Vertically separated and specialized in passenger services operators display the strongest improvements in efficiency levels, while integrated incumbents facing competition show the lowest market power indexes. Finally, more efficiency translates to smaller values of the Lerner index.

IMPLEMENTATION OF PRESIDENTIAL REGULATION NUMBER 26 OF 2009 ON E-KTP SERVICE POLICY AT SUB-DISTRICT OFFICES IN BANJARBARU CITY

The E-KTP programme was initiated in response to the conventional ID card system in Indonesia, which allowed individuals to possess more than one ID card. The policy for changing the administration of population registration, as mandated by Law Number 23 of 2006, aims to establish an orderly population database, proper issuance of Population Identification Numbers (NIK), and accurate population documents. To achieve the main goals of population administration, it is necessary to implement a Nationally-based NIK ID card (Electronic ID Card) for all eligible residents. This study aims to examine the implementation of Presidential Regulation Number 26 of 2009 concerning the E-KTP service policy in sub-districts within Banjarbaru City, focusing on the challenges encountered and possible solutions. The research was conducted using a qualitative method, with data collected through interviews, documentation, and field observations. Primary data sources included informants, supported by observations and documentation from the research location. The data analysis was conducted using qualitative descriptive techniques. The study's findings reveal that the implementation of Presidential Regulation Number 26 of 2009 regarding the E-KTP service policy at sub-district offices in Banjarbaru City has been effective, with clear procedures and free services. However, challenges remain, including residents who are registered but have not yet completed the E-KTP recording, a shortage of service staff or operators (only one person available), and a lack of information and socialisation regarding E-KTP knowledge among the local population. The implications of this research suggest the need to raise public awareness about the importance of the E-KTP programme, increase the number of service staff or operators, and enhance the dissemination of information and socialisation efforts related to E-KTP awareness among the community. Keywords: Evaluation, Implementation, E-KTP

Measuring concentration in the Colombian telecommunications market

Telecommunications markets have a giant impact on countries’ economies. An example of this is the great potential offered by the internet service, which allows growth in various aspects such as productivity, education, health, and connectivity. A few companies dominate telecommunications markets, so there is a high market concentrations risk. In that sense, the state has to generate strong regulation in the sector. Models for measuring competition in telecommunications markets allow the state to monitor the concentration performance in these markets. The prediction of competition in the telecommunications market based on artificial intelligence techniques would allow the state to anticipate the necessary controls to regulate the market and avoid monopolies and oligopolies. This work’s added value and the main objective is to measure the current concentration level in the Colombian telecommunications market, this allows for competitive analysis in order to propose effective strategies and methodologies to improve competition in the future of Colombian telecommunications services operators. The main result obtained in the research is the existence of concentration in the Colombian telecommunications market.

항만당국과 터미널 운영사 간 임대 계약 방식의 성과에 관한 연구

This study examines the performance of port authorities and terminal operators under different types of concession contracts in ports. The port authority signs into a concession contract with the terminal operator to receive fee, and the operator utilizes the terminal to provide loading and unloading services. The demand at the port is affected by the terminal operator's price and service level. This study analyzes the performance of each model using game theory under three different concession schemes: two-part tariff model, revenue-sharing model, and revenue-cost-sharing model. The results show that the revenue-sharing model can improve the profitability of port authorities and terminal operators compared to the two-part tariff model, but it may result in lower service levels at the terminal. On the other hand, the revenue-cost-sharing model can improve both the profit and the service level of each party compared to the two-part tariff model, and can achieve higher performance than the revenue- sharing mode. The significance of this study is that it analyzes the revenue sharing model, which has not been studied much in the past, and considers the service level in analyzing the effect of concession contracts.

Positive connotations of map-matching based on sub-city districts for trajectory data analytics

We propose a new data pre-processing method, sub-district-based map matching (SDBMM), which involves projecting a trajectory onto sub-city districts (SCDs), geographical areas on the map with irregular boundaries. Thus, this method differs significantly from traditional map-matching processes, which match trajectory data points to the nearest or most probable road segments. With SDBMM, a moving object is represented through gradual transitions through a set of SCDs instead of ‘blinking’ at the road segments rapidly. This change in information granularity yields more presentation efficiency. As SCDs are meaningful partitions of a city based on urban planning or travel behaviours, SDBMM also underlies a new ground for post hoc analytics. In the first application, we perform SDBMM for a large taxi-trajectory dataset in a large city. This case verifies SDBMM with sufficient massive data and brings valuable knowledge to several parties (i.e. taxi drivers, service operators, and the government) in managing the taxi transport mode in the city and policy-making. We apply SDBMM in a second application of anti-drug investigation and find that SCDs with pathway entrances/exits across the mountain ranges are usually the hot traces of drug transactions. These practical applications may foster greater confidence in future utilisations of SDBMM.

An improved maritime traffic situation complexity model for intelligent maritime management in the inland ferry area

In increasingly busy inland ferry waterways, traditional maritime traffic situation awareness mainly relies on the experience of Officers on Watch (OOW) and Vessel Traffic Service Operators (VTSOs). Although advancements in science and technology can provide more navigational data to OOW and VTSOs, they often find it difficult to intuitively perceive navigation risks from the massive amounts of heterogeneous data. Current maritime traffic situation models mostly used in open waters make it hard to objectively grasp and understand the overall complexity of ferry water area traffic and to capture the most critical ship targets in local areas. Therefore, this study proposes an improved complexity model for maritime traffic situations in inland waters. It selects dynamic traffic density factor, ship approaching factor, and conflict area to assess the local complexity between ships. Then, the global complexity of traffic in the ferry water areas can be evaluated using the entropy weighting method. These promising results suggest that assessing maritime traffic complexity on different levels can help OOW and VTSOs manage traffic in ferry water areas and identify target vessels that require traffic services and control. The application of this method supports the construction of smart maritime management, enhancing the efficiency and automation of ferry water areas.

Exploring parental decision-making in school commutes: A structural equation model of public transport utilization and child safety in Thailand

Concern is growing regarding the increasing use of private car in many developing countries, including Thailand. Car usage is rising in Thailand in part because the public transit system is inadequate and unreliable, especially in rural and suburban communities. Often, children’s route to school is unsafe due to the increasing number of cars around the school. This prompts parents to worry about their child’s safety when in transit. The model of travel by public transportation is an alternative for reducing road congestion and improving children’s safety. This study seeks to better understand the factors that influencing parents’ decisions regarding the use of public transportation for their children’s school commutes. Data were gathered through a questionnaire from a sample of 750 parents with children between the ages of 6 and 18 years in Nakhon Ratchasima Province, Thailand. The findings of the structural equation model analysis showed a relationship between service users’ loyalty and the components of satisfaction, trust, expectation, and perception of service quality. The outcomes derived in this study can serve as practical guidelines for public and private transportation system operators to improve service efficiency, meet consumer demand, and foster positive interactions between service users and operators. In this way, this study can lead to important internal and external benefits for the continued development of the public transportation system and motivate more service users to transition to the use of public transportation.

Dynamic Operations of a Mobile Charging Crowdsourcing Platform

This paper investigates the operation of a novel electric vehicles (EVs) charging service mode, that is, crowdsourced mobile charging service for EVs, whereby a crowdsourcing platform is established to arrange suppliers (crowdsourced chargers) to deliver charging service to customers’ electric vehicles (parked EVs) at low-battery levels. From the platform operator’s perspective, we aim to determine the optimal operation strategies for mobile charging crowdsourcing platforms to achieve specific objectives. A mathematical modeling framework is developed to capture the interactions among supply, demand, and service operations in the crowdsourced mobile charging market. To design an efficient solution method to solve the formulated model, we first analyze the model properties by rigorously proving that a crucial variable set for operating the mobile charging crowdsourcing system includes charging price, commission control, and period-specific aggregate demand control. Besides, we provide both an equivalent condition and a necessary condition for checking the feasibility of these crucial variables. On top of this, we construct a search tree according to the operation periods in a day to solve the optimal operation strategies, wherein a nondominated principle is adopted as an accelerating technique in the searching process. The solution obtained from the proposed solution algorithm is proved to be sufficiently close to the actual global optimal solutions of the formulated model up to the resolution of the discretization scheme adopted. Numerical examples provide evidence verifying the model’s validity and the solution method’s efficiency. Overall, the research outcome of this work can offer service operators structured and valuable guidelines for operating mobile charging crowdsourcing platforms. Funding: This work was supported by the Singapore Ministry of Education [Grant RG124/21]. Supplemental Material: The online appendices are available at https://doi.org/10.1287/trsc.2023.0126 .

A qualitative exploration of barriers, facilitators and best practices for implementing environmental sustainability standards and reducing food waste in veterans affairs hospitals.

To improve the healthfulness of foods offered while accelerating the use of environmental sustainability practices, it is important to engage hospital food service operators in the adoption of such practices. The purpose of this study was to explore barriers, facilitators and best practices for implementing environmental sustainability standards in food service among veterans affairs (VA) hospitals in the United States. We conducted an online survey with 14 VA hospital food service directors and then 11 qualitative interviews. The survey assessed motivations for initiating sustainability standards and included a self-rating of implementation for each of five standards: increasing plant-forward dishes, procuring and serving sustainable foods that meet organic/fair trade and other certifications, procuring and serving locally produced foods, reducing food waste and reducing energy consumption. Interviews were transcribed verbatim. Qualitative analysis, including coding of themes and subthemes, was conducted by two coders to determine barriers, facilitators and best practices for each of these five standards. Quantitative methods (counts and frequencies) were used to analyse the survey data. Participants had an average of 5 years of experience implementing sustainability standards. The top three motivators cited were reducing food waste, serving healthier foods and increasing efficiency or cost savings. Barriers revolved around patient preferences, contractual difficulties and costs related to reducing waste. Facilitators included taste testing new recipes that include more sustainable food options and easy access to sustainable products from the prime vendor. Best practices included making familiar dishes plant-forward and plate waste studies to prevent overproduction. Although there were many barriers to implementation, food service directors had solutions for overcoming challenges and implementing food service sustainability standards, which can be tested in future sustainability initiatives.

Analyzing Young Adult Travelers’ Perception and Impacts of Carpooling on Traffic Sustainability

Since young adults (i.e., aged between 18 and 30) are generally more flexible and conscious of economic and environmental concerns, it is essential to assess their travel perceptions and tendency to shift towards sustainable transportation modes. Therefore, this research aims to evaluate the acceptance of carpooling (CP) in the younger population to alleviate traffic congestion, fuel demand, and pollution. This study was conducted in Islamabad, a fast-growing city in Pakistan with a high percentage of young residents, to evaluate travelers’ perceptions, mode choice decisions, and potential acceptance of CP. An online questionnaire-based survey was developed and distributed to collect a total of 656 responses from the young adult population. Various factors influencing travel perceptions, mode choice, and tendency to carpool were categorized and analyzed using confirmatory factor analysis, stepwise, and mediated multiple regression analysis. Thereafter, the tangible impacts of CP, including reduced traffic congestion, fuel consumption, and emissions resulting from the potential adoption of CP by the younger population, were quantified. The findings imply that young travelers’ mode choice mediates the relationship between travelers’ perception and the tendency to carpool. The outcomes also affirm the impact of demographic variables, including gender and education levels, on the willingness of the young adult population to shift towards carpooling. Furthermore, results predicted that adopting CP, especially by younger adults, may reduce by about 33.6% the number of private vehicles in Islamabad. The findings of this study could offer helpful insights for transport planners, commercial carpool service operators, environmentalists, and policymakers to promote carpool systems, especially among young adults.

Personalization of the Car-Sharing Fleet Selected for Commuting to Work or for Educational Purposes—An Opportunity to Increase the Attractiveness of Systems in Smart Cities

Car-sharing services, which provide short-term vehicle rentals in urban centers, are rapidly expanding globally but also face numerous challenges. A significant challenge is the effective management of fleet selection to meet user expectations. Addressing this challenge, as well as methodological and literature gaps, the objective of this article is to present an original methodology that supports the evaluation of the suitability of vehicle fleets used in car-sharing systems and to identify the vehicle features preferred by users necessary for specific types of travel. The proposed methodology, which incorporates elements of transportation system modeling and concurrent analysis, was tested using a real-world case study involving a car-sharing service operator. The research focused on the commuting needs of car-sharing users for work or educational purposes. The study was conducted for a German car-sharing operator in Berlin. The research was carried out from 1 January to 30 June 2022. The findings indicate that the best vehicles for the respondents are large cars representing classes D or E, equipped with a combustion engine with a power of 63 to 149 kW, at least parking sensors, navigation, hands-free, lane assistant, heated seats, and high safety standards as indicated by Euro NCAP ratings, offered at the lowest possible rental price. The results align with market trends in Germany, which focus on the sale of at least medium-sized vehicles. This suggests a limitation of small cars in car-sharing systems, which were ideologically supposed to be a key fleet in those kinds of services. The developed methodology supports both system operators in verifying whether their fleet meets user needs and urban policymakers in effectively managing policies towards car-sharing services, including fleet composition, pricing regulations, and vehicle equipment standards. This work represents a significant step towards enhancing the efficiency of car-sharing services in the context of smart cities, where personalization and optimizing transport are crucial for sustainable development.

Evaluating Environmental Health and Safety Practices among Fuel Station Operators in Ghana’s Petroleum (Downstream) Sector

The study assesses service operators’ role and awareness level in environmental health and safety practices in the petroleum (downstream) sector / Fuel Service Station (FSS) in Adentan Municipality in Ghana. A total of 50 managers and workers were used as the sample size for the study, of which 18 were female and 32 were male. The study was a descriptive survey, with a questionnaire as the instrument for data gathering. The final data were analyzed using descriptive statistics like percentages and frequencies through SPSS IBM 27. The two main objectives of the study were to examine the role of operators in participating in environmental health and safety in fuel service stations and to establish the level of awareness of the operators about environmental health and safety. The study revealed that operators of FSS within the petroleum downstream sector have major roles to play in environmental health and safety by enforcing health and safety policies established by law and regulations for Health, Safety, and Environment (HSE). The findings again showed that the level of awareness of the operators on environmental health and safety is very high and paramount in the FSS, as they showed positive concern about worker Personal Protective Equipment (PPE) provision and standardized procedures for investigating and reporting accidents.