Service Portfolio Research Articles

DIGITALIZATION AS A REPUTATION MANAGEMENT TOOL FOR TOURIST DESTINATION

Abstract. The study identifies the main indicators and prerequisites for digital transformation of the tourism industry and the current problematic issues experienced at the level of regional management; the forecast and key features of a new evolutionary stage in the branch. i.e., the development of smart digital tourism, is provided; an extended model of tourism destination «7A» is described, taking into account the digital transformation factor; the role of the digital service portfolio in how the reputation of a tourism destination is formed and perceived is outlined; the systematization criteria and classification of digital tools and services used in regional administration and operational management of tourist activity are listed; KPI for tourist sites around the world are attributed; the structural analysis of domestic tourist sites is described; a critical assessment for the digitalization of the national tourism destinations across Ukraine is provided; the current digital channels for promoting the national tourist product are offered. Keywords: digitalization of tourism industry, smart digital tourism, evolution of tourism, management and administration of tourism regions, tourism destination model, digital services in tourism, destination management organization (DMO), tourism destination reputation, reputation management. JEL Classification L83 Formulas: 0; fig.: 2; tabl.: 5; bibl. 22.

Big Data Analysis and Prediction System Based on Improved Convolutional Neural Network.

This paper presents a big data analysis and prediction system based on convolutional neural networks. Continuous template matching technology is used to analyze the distributed data structure of big data, and the information fusion processing of cloud service combination big data is combined with matching related detection methods, frequent item detection, and association rule feature extraction of high-dimensional fusion data. A clustering method is adopted to realize the classification and mining of cloud service portfolio big data. The hardware equipment of the car to detect the surrounding environment is complicated, and the combination of the convolutional neural network and the camera to detect the surrounding environment has become a research hotspot. However, simply using the convolutional neural network to process the camera data to control the turning angle of the car has the problems of long training time and low accuracy. An improved convolutional neural network is proposed. The experimental results show that the accuracy of data mining by this method is 12.43% and 21.76% higher than that of traditional methods, and the number of iteration steps is shorter, indicating that the timeliness of mining is higher. This network structure can effectively improve the training speed of the network and improve the accuracy of the network. It is proven that the convolutional neural network has faster training speed and higher accuracy.

PORTFOLIO OPTIMIZATION FOR SHIPPING & DELIVERY SERVICES WITH R: BEFORE AND AFTER PANDEMIC COVID-19

The objective of this research is to construct an optimum investment portfolio of courier services sector stocks during period 2018-2021 using Modern Portfolio Theory model and to analyse risk and return generated by optimal portfolio before and after Covid-19 using R programming. Furthermore, we would also examine the impact of the Covid-19 on stock prices before and after Covid-19 to formulate investment decisions. The sample are 5 biggest courier services stocks (by market capitalization) that are listed consistently and did not stock split or reverse stock and the number of observations in 4825 stocks prices during the period January 2018 to October 2021. Based on the result of optimum investment research, we can observe that the best performing stocks with high tangency is AMZN, in fact way ahead of other sample emitens. The result will be expected to help investors to bid the best possible portfolio in courier services.

Accelerating Industry 4.0 for Plant Efficiency Case of PT. Bangun Perkasa

Industry 4.0 buzz has moved from hype to investment and real benefit today. Many companies expect to significantly increase their portfolios of digital products, services, and operations. Hence, the companies have a mission to have highly digitalized horizontal and vertical value chain processes. The cement industry as one of the heavy manufacturing industries a has target to increase plant efficiency. It will include equipment efficiency, energy utilization, productivity, and production maintenance cost by implementing the transformation. Cement market competition become more challenging and harder in Indonesia with the growth of new cement players. As the result, capacity was getting higher and higher. Even though the demand increase was not significant so the utilization of the cement industry drop to 60% approximately. Therefore, the need for cost efficiency is more urgent for business sustainability and one of the key factors is Industry 4.0 transformation. This research will focus on the assessment and actual implementation of Industry 4.0 in the cement plant PT. Bangun Perkasa. PT. Bangun Perkasa is on level 3 with the predicate “Company is at MATURE step in Industry 4.0 transformation” by using INDI 4.0 (Indonesia Industry 4.0 Readiness Index) tool from Indonesia Ministry of Industry. As a result, most technologies that are considered as important to be accelerated and deliver more benefit for plant efficiency are big data analytics & advanced algorithms and smart sensors.

DETERMINANTS OF SERVICE QUALITY ON ISLAMIC BANKS CUSTOMER SATISFACTION IN SURAKARTA

This study aims to determine the effect of Banking Service Quality (BSQ) as a derivative of SERVQUAL research on customer satisfaction at Bank Syariah Indonesia Surakarta Branch Office. The sample was taken by convenience sampling technique and got 96 respondents. The data collection instrument is a questionnaire. The results showed that three of the six dimensions of the BSQ which include effectiveness and assurance, access and reliability have an effect on customer satisfaction. While the other three, namely price, tangibles and services portfolio have no effect on customer satisfaction.

The D-BEST Based digital innovation hub customer journey analysis method: Configuring DIHs unique value proposition

Digital Innovation Hubs (DIHs) are ecosystems bolstering European companies to overtake innovation hindrances and drive Europe to become the world leading innovator in the industry digital revolution. Each of such organizations can provide a certain list of services, that can be classified and grouped in five macro-classes according to the Data-driven Business-Ecosystem-Skills-Technology (D-BEST) reference model, able to decode DIHs’ service portfolio and to shape collaborative networks in the Industry 4.0 age. However, to support an easier codification of DIH support actions, which also directly entails the engagement of enterprises in the DIH ecosystems, a method able to analyze typical Customer Journeys (CJs) is needed. Therefore, this paper proposes the D-BEST based DIH CJ analysis method, able to configure DIHs’ unique value proposition, mapping on the five macro-classes of services of the D-BEST the digital transformation processes of the two main categories of DIH customers (technology end-users and technology providers). The method analyses the service provision process of single DIHs, evidencing their strengths and weaknesses, and is also effective in suggesting possible collaborations and joint service provision in a network of multiple DIHs, being able to unveil the commonalities and complementarities among the different journeys.

The implications of Mobility as a Service for urban emissions

Mobility as a Service (MaaS), a user-centric framework for delivering a portfolio of multi-modal mobility services, promises to overcome negative externalities associated with the mobility sector by providing convenience to being multimodal and getting citizens away from using their private vehicles. The current work aims at providing pieces of evidence on the extent to which such a promise can be delivered. To this end, first, the adoption of MaaS and the use of various modes within MaaS bundles are examined using empirical data collected from portfolio and stated adaptation choice experiments. Next, an activity-based travel demand model (Albatross) is employed to simulate activity-travel patterns of travelers in the city of Amsterdam, the Netherlands. The results are linked to an emission model and the impacts on emission levels are compared for various scenarios with different MaaS bundles. It is found that the conservative, balanced, and optimistic scenarios decrease emission levels by 3–4%, 14–19%, and 43–54%, respectively.

ДІЯЛЬНІСТЬ СТРАХОВИХ КОМПАНІЙ В УМОВАХ РИЗИК-СЕРЕДОВИЩА ВОЄННОЇ ЕКОНОМІКИ

The article investigates the peculiarities of the activity of domestic insurance companies in the risk environment of the war economy, the key task for which is to maintain the confidence of consumers of insurance services to the companies of the insurance sector and to develop a system of practical actions for the timely identification and response to the risks of disruption of the stability of their financial condition. The trends in the functioning of the insurance market of Ukraine during the period of full-scale russian invasion were analyzed. The assessment of indicators characterizing the processes of restoration of insurers' activities in the face of a number of threats from the external environment has been made. Conclusions were made about the types of insurance that became a priority in the portfolios of insurance services of insurers during the period of military operations. The role of flexible regulatory requirements of the NBU at different stages of martial law was assessed, which created an opportunity for insurers to organize their work during the period of their simplification, taking into account the peculiarities of an extremely threatening risk environment, which led to a slowdown in the decline in the functioning of the insurance market in the third quarter of 2022. The risks that accompany the activities of insurance companies in a war economy were analyzed and a mechanism for improving risk management in companies was proposed to maintain their solvency and fulfill their obligations to consumers of financial services. The peculiarities of the functioning of the insurance market in the postwar period, the problems that may arise for insurers in the context of reduced demand for insurance products against the background of the growing need to meet the more pressing needs of individuals and legal entities were considered. It is revealed that further activities of insurance companies after the end of hostilities should be carried out: 1) with an understanding of the need to use the experience gained to improve the risk management mechanism in companies; 2) based on the use of modern technologies for processing and storing information; 3) revision of the types of insurance services provided from the point of view of their actualization, primarily related to military risks; 4) participation in the processes of restoring the economic life of the country, primarily in construction, energy, logistics, and the agricultural sector. The role of the state in supporting the sustainable functioning of the insurance sector in the period after the end of martial law were assessed.

Green flexibility Market – Platform development for system services using fuel cells

The use of hydrogen fuel cells can contribute to reducing of emissions that are harmful to both the climate and health supporting thus the ecological sustainability of electrical energy supply. Additionally, applying this innovative technology can assist in using renewable electrical energy more efficiently and are new kind of demand and generation management devices. Excess energy can be stored by energy conversion processes (power to gas) and can be assessed again at times when there is insufficient generation (gas to power). Furthermore there are enormous synergy effects for sector coupling. For example it is possible to use fuel cell systems to provide system services such as control and reactive power as well as black start reserve and other variables. From this, utilization models can be created that enable a portfolio of system services based on one technology. In summary, the usage models just mentioned are intended to the use of fuel cell systems to stabilize the energy grid in a more environmentally friendly way. With such a use for the exclusive offer of system services, only a limited number of annual utilization hours can be expected. Thus, it is important for the ecologically and economically sustainable operation of fuel cell systems in the energy grid to develop business models in such a way that they make the best possible use of the installed fuel cell systems and place them on the (regulated) market according to the framework conditions. Offering a system service portfolio will have a positive impact on the sustainability of the technologies used over the entire life cycle. This paper is the first to investigate the influence of a system service portfolio on the economic viability of fuel cell systems.

ІНДУСТРІЯ ГОСТИННОСТІ УКРАЇНИ: СТАНОВЛЕННЯ ТА РОЗВИТОК

The article is devoted to the problems of the establishment and development of the hospitality industry, focusing on the inconsistency of identifying the «hospitality industry» and the «tourism industry». The investigation of the hospitality industry establishment and development is based on historical-logical and retrospective methods, comparative analysis of the evolution stages using quantitative and qualitative comparison. Attention is focused on the duration and complexity of the industry evolu- tion processes. The research was carried out from primary institutions to modern multifunctional market operators. The primary institutions were prototypes of hostels and low-cost hotels. The modern multifunctional market operators provide a diversified set of services and related goods to tourists and visitors. The authors studied the stages of the development of hospitality according to J.R. Walker, distinguished and analyzed the periods of the formation of the hospitality industry in Ukraine: the period of «Soviet service», 1991–2004 – as the post-Soviet period, 2005–2013 – the stage of the hospitality revival, 2014–2016 – a period of stagna- tion, 2016–2019 – a stage of quantitative and qualitative flourishing of the national hospitality industry due to the transformation and emergence of new entities and diversification of services, 2020–2021 – the Covid and the Post-Covid period with emphasis on security, individualization, and prospects for the development of «tourist magnets» and the promotion of the national tourism brand; 2022 – a socially conscious stage of reorientation of hospitality subjects to basic human values and needs, adaptation to work in full-scale war circumstances. The study of the hospitality industry based on the prism of evolution emphasizes the geospatial and security aspects of the entities development. It seems contradictory to equate the tourism industry with the hospitality industry. Some scientists consider the subjects of the hospitality sector as businesses focused exclusively on meeting the needs of tourists regarding accommodation and food. However, the modern lifestyle, which is characteristic of a highly urbanized society, actualizes the need for a broader focus. In our opinion, the hospitality industry and the tourism industry should not be equated and subordinated to each other. Today’s hospitality industry is not focused on foreign or domestic tourists only. For instance, the catering and temporary accommodation businesses diversify the portfolio of services focused on the permanent consumer (guest), the event agencies diversify the portfolio of services of the organization recreation and entertainment.

A holistic approach for achieving Sustainable manufacturing using Zero Defect Manufacturing: a conceptual Framework

Over the years, the manufacturing industry has seen constant growth and change. On one level, it has been affected by the fourth industrial revolution (Industry 4.0). On another, it has had to enhance its ability to meet higher customer expectations, such as more customized products at a faster rate. These factors have led many manufacturing companies to produce new products quicker than ever for two main reasons: to achieve higher profits and to meet the increasing demand from their customers. This phenomenon has imposed new rules on product manufacture, such as shorter production time and smaller batch output, making strategies, which had been successfully used in the past, obsolete or less efficient. Furthermore, to embrace agility and deliver a rich portfolio of services to the industrial sector, industrial automation based on digital connectedness will challenge the traditional digital boundaries among industrial systems. The flow of data created and collected by various actors in the manufacturing value chain will have to break these barriers in order to allow for the full-scale digital collaboration among production entities, ensuring at the same time multi-layer optimization. Additionally, sustainable manufacturing with zero defects and zero waste is one of the top priorities of manufacturers these days. A key approach for achieving sustainable manufacturing is called Zero Defect manufacturing (ZDM), therefore the current article proposes a holistic framework which is identifying all the critical components of a manufacturing company that needs to be integrated together in order to achieve sustainable manufacturing utilizing ZDM. The core of the proposed framework are data and data driven technologies that can increase the sustainability of a manufacturing system. The proposed framework would represent exactly what Industry 4.0 paradigm imposes.

DIGITAL CUSTOMER SERVICE TRENDS: CHALLENGES AND OPPORTUNITIES

Customer service is an essential part of many companies and their product and service portfolio. In the current times, customer service has shifted more towards its digital forms. In previous research four digital customer service trends have been identified: virtual assistants, customer service personalization, mobile technologies, and opinion mining. This article aims to compare these findings with reality by employing a focus group discussion with professionals and point out the opportunities and challenges that the companies implementing these trends are faced with. The results show that the findings correspond with academic literature.

CITATION DATABASES: THE ROLE OF THE ACADEMIC LIBRARIAN

Objective. Indicators of citation databases are widely used as a tool for evaluating academic productivity and decision-making in science and technology. Academic libraries organize services to work with such resources. Methods. Based on the analysis and description of the work of the Information Monitoring Service, the role and type of support that academic libraries can provide in the process of their use are considered. Results. The portfolio of services for the use of citation databases provided by the employees of the Service consists of administration and organization of access, consulting, and information work, monitoring and analysis of publishing activity, organizing information, information support of journal’s editorial boards. Conclusions. Such services of academic libraries are diverse and require the development of theoretical and methodological basis for their quality implementation, continuous training of staff, their more active involvement in research processes.

Marketing Strategy of the Uber Company in the Global Taxi Service Aggregator Market

The article focuses on the consideration of the marketing strategy of the Uber company. A strategy is essential when a company enters new markets. It is a difficult task for any business and requires managers to understand the specifics of the formation, management of marketing strategies in both local and global markets. The above factors determine the relevance of the research topic. In connection with the processes of globalization and significant modifications in the technological support of business, activities in modern markets are changing significantly. The purpose of this article is to analyse the implementation of the marketing strategy of Uber in the global market to indicate the characteristics and directions of development. In research, the following methods applied: a comparative, analysis and methodology for developing marketing strategies. The American service Uber is striving to gain leadership positions in the development of the Russian market. This drive drives offensive strategies that combine direct competition for low prices and strategies that increase resources and customers by engaging an audience that competitors have missed. As the analysis of the company’s activities showed, Uber implements a specific marketing strategy as an offensive strategy. As part of the confrontation with the main competitors, Uber actively invests in the promotion and advertising of the service, pays attention to pricing policy to provide opportunities for participation in price competition. The American service Uber is striving to gain leadership positions in the development of the Russian market. This commitment drives offensive strategies that combine direct competition for low prices and plans that increase resources and customer base by engaging an audience that competitors have missed. As a result of the analysis of the market of services-aggregators of taxi services, we can conclude that competition is intensifying both from the main competitors, Gett and Yandex.Taxi, and from indirect competitors. Hence, launching a third-party service will be a reactive strategy for Uber, as chief competitors have already diversified their service portfolio. Thus, the marketing strategy in modern conditions of development is an efficient mean for promoting a company in the international market.

The American College of Surgeons as an advocate for global surgery awareness

The American College of Surgeons (ACS), founded in 1913, is the one of the oldest surgical professional organizations in the United States. Originally founded to foster surgical professional excellence and collaboration among surgeons in North America, the ACS has now expanded to over 80,000 members worldwide with programs delivering a rich portfolio of professional services in the domains of surgical education, clinical surgery and global surgery, surgical quality and leadership, surgical research, member services. ACS international programs initially focused on international professional exchange and hosting of young surgeons from around the world in US based surgical centers to develop scholarly and clinical collaborations. Over the last 20 years, with the founding of the ACS-Operation Giving Back (OGB) Program, the ACS has broadened its international perspective to support surgical care in emerging nations and to develop collaborative programs with host institutions in emerging nations to support surgical care capacity growth through on site partnerships, and educational and policy initiatives. To that end, in recent years, OGB has developed global surgical programs in the COSECSA region of sub-Saharan Africa creating opportunities to participate in Global Surgical Training Hubs. After developing a pilot hub project in Hawassa, Ethiopia, OGB is now in the process of scaling up two additional sites. In this manuscript, we will describe ACS's rich history of activities promoting international surgical collaboration and scholarship and discuss the process of creating the global surgical training hub model in Hawassa.

A new service implementation in a medical institution project

Due to the medical services reform in Ukraine medical institutions have wide possibilities to manage their services portfolio and collect funding for the further development, what justifies the relevance of the study. The object of the research is medical institution development management. The subject of the research is the substantiation of the project of introduction of a new service in a medical institution. The purpose of the study is to analyze the structure of medical institution services and justify the introduction of a new service. To achieve this goal, the following tasks were performed: firstly, the structure of services provided by medical institutions was analyzed, which allowed to determine unprofitable services, or those, for which demand is declining. Secondly, based on the analysis of the market and consumer needs, potentially attractive services, that can be implemented in the activities of the medical institution are identified. Thirdly, the economic feasibility of introducing a new service is substantiated, and fourthly, a project for introducing a new service has been developed. The research was performed on the materials of the municipal non-profit enterprise of Teplyk village council “Teplyk city hospital”, a secondary care institution that, serves the residents of the village Teplyk and Teplyk community and is designed to provide round-the-clock inpatient care and counseling.

Description and Demo of the Best Practice Caregiving Database on 44 Research Proven Dementia Caregiving Programs

A major advance in family caregiving has been the development, testing, and community delivery of research-proven, evidence-based support programs for family or friend caregivers of persons living with dementia. This presentation showcases and demos Best Practice Caregiving (BPC), a new online resource with comprehensive profiles for 44 of the top evidence-based dementia caregiving programs that are ready for scaling in communities. For these 44 programs, BPC is a database that presents key research findings with links to all its published articles, comprehensive program descriptions including all implementation features, and survey data on program delivery experiences from 324 healthcare and community organizations that offered the program as a regular part of their service portfolio 2019. BPC enables professionals to make side-by-side comparisons of the 44 programs, with the goal of increasing implementations of these evidence-based programs by healthcare and community service organizations.

Methodical approaches to optimizing the insurance company portfolio of services

The article is devoted to the generalization of methodological approaches to the optimization of the insurance company portfolio of services and the development of an algorithm for optimizing the insurance company's services portfolio. Insurance market of Ukraine is in a state of transformation, which is associated with changes in the institutional conditions of insurance, changes in the priorities of policyholders, macroeconomic instability, the spread of the COVID-19 pandemic. Institutional changes in the insurance market of Ukraine and macroeconomic instability have led to the "cleansing" of the insurance market and the exit of insurance companies that do not ensure transparency, solvency and efficiency. In the three quarters of 2021, 41 insurance companies left the Ukrainian insurance market, ie one in five insurance companies ceased operations. The relevance of optimizing the insurance company's portfolio of services is proved, which is due to the need for insurance companies to review their own portfolios to ensure financial stability, solvency and efficiency in a competitive insurance market of Ukraine. It is proposed to consider the optimization of the insurance company's portfolio of services as a set of interconnected and consecutive stages that are consistent and logical, as well as adaptive to modern realities of the insurance market of Ukraine, aimed at achieving profitability and maximizing the value of the insurance company. The first five stages of optimizing the insurance company's portfolio should be considered the most important, as it provides for determining the methodological principles of optimizing the insurance portfolio. Substantiation of the type of insurance company's portfolio and justification of the list of criteria for optimizing the insurance company's portfolio are interrelated stages that determine the individual basic parameters of the optimized portfolio for the insurance company depending on the chosen type of portfolio. Calculations for the optimization of the insurance company's portfolio of services involve the implementation of economic and mathematical modeling of the structure of the insurance services portfolio and the definition of its targets. Following a certain period of time, the insurance company must assess the effectiveness of achieving the optimal portfolio of services of the insurance company and the impact on key performance indicators of the insurance company, including net financial result and value of the insurance company, the presence of deviations of actual and optimal indicators. Keywords: insurance, insurance company, insurance company portfolio, optimization, Markovic model, insurance market of Ukraine.

Partial Completion as a Nonprofit Strategy

Problem definition: Faced with the challenge of serving beneficiaries with heterogeneous needs and under budget constraints, some nonprofit organizations (NPOs) have adopted an innovative solution: providing partially complete products or services to beneficiaries. We seek to understand what drives an NPO’s choice of partial completion as a design strategy and how it interacts with the level of variety offered in the NPO’s product or service portfolio. Academic/practical relevance: Although partial product or service provision has been observed in the nonprofit operations, there is limited understanding of when it is an appropriate strategy—a void that we seek to fill in this paper. Methodology: We synthesize the practices of two NPOs operating in different contexts to develop a stylized analytical model to study an NPO’s product/service completion and variety choices. Results: We identify when and to what extent partial completion is optimal for an NPO. We also characterize a budget allocation structure for an NPO between product/service variety and completion. Our analysis sheds light on how beneficiary characteristics (e.g., heterogeneity of their needs, capability to self-complete) and NPO objectives (e.g., total-benefit maximization versus fairness) affect the optimal levels of variety and completion. Managerial implications: We provide three key observations. (1) Partial completion is not a compromise solution to budget limitations but can be an optimal strategy for NPOs under a wide range of circumstances, even in the presence of ample resources. (2) Partial provision is particularly valuable when beneficiary needs are highly heterogeneous, or beneficiaries have high self-completion capabilities. A higher self-completion capability generally implies a lower optimal completion level; however, it may lead to either a higher or a lower optimal variety level. (3) Although providing incomplete products may appear to burden beneficiaries, a lower completion level can be optimal when fairness is factored into an NPO’s objective or when beneficiary capabilities are more heterogeneous. History: This paper has been accepted for the Manufacturing & Service Operations Management Special Section on Responsible Research in Operations Management. Supplemental Material: The online appendix is available at https://doi.org/10.1287/msom.2021.1031 .

Technology and service investments in the presence of feature fatigue and word-of-mouth

In the digital age, firms continuously look for leading technologies and make products of superior quality to satisfy new and sophisticated consumers’ needs. Although this approach strives to sell a product more appealing to customers, it also renders the product more complex and difficult to use, generating the feature fatigue effect. This is characterized by feelings frustration experienced by consumers when purchasing high-tech products with many appealing features, most of which turn out to be undesired, useless, and difficult to use. We study the impact of the feature fatigue effect on a manufacturing firm’s policies in designing its product–service portfolio. We consider two periods in order to capture the effect of customers’ word-of-mouth originating from feature fatigue, which is shared with other potential customers. Therefore, we assess not only the impact of feature fatigue but also the extent to which this effect can be alleviated by after-sales service. We capture feature fatigue by first considering a base model without this effect and then comparing the manufacturer’s decisions regarding quality, pricing, and service when it has either clear or noisy effect. Our findings reveal that feature fatigue drives manufacturers to under invest in quality and to replace penetration pricing policies with skimming policies. In addition, we demonstrate that after-sales service cannot fully mitigate the detrimental effect of feature fatigue on a manufacturer’s profits.