Service Provider Communication Research Articles

A Blockchain Self-Sovereign Identity for Open Banking Secured by the Customer’s Banking Cards

Open finance is evolving and extending open banking. This creates a large context that implies a financial and identity data exchange paradigm, which faces challenges to balance customer experience, security, and the self-control over personal identity information. We propose Self-Sovereign Banking Identity (SSBI), a Blockchain-based self-sovereign identity (SSI) to secure private data sharing by utilizing trusted customer’s banking cards as a key storage and identity transaction-signing enclave. The design and implementation of the SSI framework is based on the Veramo SDK and Ethereum to overcome the limitation of signing curve availability on the current banking Java Cards needed for Hyperledger Indy. SSBI uses the elliptic curve SECP256K1 for transaction signing, which exists for several payment cards in the market. SSBI enables automated financial services and trust in the service provider communication. This work analyzes the flow and framework components, and evaluates the usability, integration, and performance in terms of throughput, latency, security, and complexity. Furthermore, the proposed approach is compared with related solutions. The presented prototype implementation is based on a test Ethereum network and signing transactions on the banking card. The preliminary results show that SSBI provides an effective solution for integrating the customer’s banking cards to secure open banking identity exchange. Furthermore, it allows the integration of several scenarios to support trusted open banking. The Blockchain layer settings need to be scaled and improved before real-world implementation.

Value creation and destruction in the marketisation of human services

PurposeGovernments are increasingly marketising human services in developed countries, with the aim of giving individuals more choice and control over the support they receive. Marketisation effectively transforms “clients” into “consumers” who are exposed to competitive market conditions and the marketing strategies of service organisations. However, the heterogeneity amongst citizens leaves some segments of populations more vulnerable within marketised systems. The purpose of this study is to examine the impact of the marketisation of human services on the value delivered to consumers of disability services. Given that the nature of disabilities can vary greatly, the study also examines the impact of the degree of disability on value creation and destruction for disability service consumers.Design/methodology/approachQualitative, individual-depth interviews were conducted with 35 participants: 17 were consumers of disability services (either because they have a disability or care for someone who does) and 18 were disability service providers (for example, managers of disability programmes).FindingsFactors that influence value creation and destruction include quality and turnover of staff, organisation and communication of service providers, ability to advocate effectively, level of funding and accessibility of services. Heterogeneity amongst consumers is also identified as a key factor affecting the creation and destruction of value.Originality/valueTo the best of the authors’ knowledge, this is the first study to apply marketing techniques, such as market segmentation, to identify heterogeneity in relation to value creation and value destruction in the context of human services. It also considers the notion of consumer vulnerability, stemming from disability, as an important lens through which the outcomes of marketised human service systems can be evaluated.

외식산업 서비스제공자의 언어적 커뮤니케이션이 자기자각을 통하여 직무성과에 미치는 영향

Purpose - This study can provide practical guidance to service contact employees who directly affect job performance, focusing on the awareness of service providers in the catering industry for linguistic communication that was applied separately in previous studies. As a result, the direction of the food service industry that can lead to higher customer satisfaction can be suggested. Therefore, this study intends to empirically examine the effect of verbal communication of service providers in the food service industry on self-awareness and the effect of self-awareness on job performance. Design, data, and methodology - Employees from the food service industry in Daegu and Gyeongbuk were surveyed from their 20s or older from December 1 to December 30, 2019 (about 4 weeks). A total of 200 people were surveyed, and 189 sincere respondents among the collected responses were used for analysis. Result -First, verbal communication showed that empathy had an effect on the negative emotions of self-perception, but response and trust did not. Second, verbal communication was found to have a positive (+) effect on empathy, response, and trust in positive emotions of self-perception. Third, in self-perception, negative emotions did not affect job performance, and positive emotions were found to have a significant positive (+) effect on job performance.

The Effects of Verbal and Nonverbal Communication of Service Providers on the Customers' Emotional Responses and Customer Satisfaction: Moderating Effects of Restaurant Type

The Effects of Verbal and Nonverbal Communication of Service Providers on the Customers' Emotional Responses and Customer Satisfaction: Moderating Effects of Restaurant Type

Patient - Service Provider Communication is a Key for Patients' Satisfaction in Emergency Department -Cairo University Hospitals - Egypt

Patient - Service Provider Communication is a Key for Patients' Satisfaction in Emergency Department -Cairo University Hospitals - Egypt

A Novel Privacy Preserving Public Appraising Mechanism for Shared Data Distribution in the Cloud

Cloud server is a model for enabling suitable, on-demand network access to a shared pool of resources that can be rapidly provisioned and released with cloud service provider communication. However, public appraising for such shared data while conserving uniqueness of system leftovers to be an open challenge. In this paper, the first privacy-conserving mechanism is proposed that allows public appraising on shared data stored in the cloud. In this, ring signature mechanism is used to calculate the authentication information needed to audit the integrity of shared data. With the help of this mechanism, the uniqueness of the signer on each block in shared data is kept secret from a third party auditor (TPA), who is still able to authenticate the integrity of shared data without accessing the complete file.

Customer preference for decision authority in credence services

Purpose – The purpose of this paper is to examine the effects of offering customer decision authority on customer satisfaction in credence services, and the moderating effects of customer persuasion knowledge and service provider credibility. Design/methodology/approach – A video-based experiment is conducted to achieve high similarity to real service encounters. The video comprises three levels of customer authority while service provider credibility is manipulated. In a subsequent questionnaire, customer response and customer persuasion knowledge are measured. Findings – Results suggest that greater decision authority increases customer satisfaction. However, customer persuasion knowledge and provider credibility together were found to moderate these effects. Offering decision autonomy is most important when source credibility is low and persuasion knowledge is high. Research limitations/implications – The study setting is an initial healthcare encounter. Other service settings and service provider communication behaviors, such as empathy, responding to customer queries, and length of encounter are not considered in this study but should be further studied. Practical implications – The study confirms that offering decision authority to customers increases satisfaction only under certain circumstances. Customers are willing to relinquish authority to credible service providers who then direct customer decisions in order to maintain service quality. Offering decision autonomy to customers is suggested when provider credibility is low and customer persuasion knowledge is high. Originality/value – Analysis of credence service encounters is based on agency theory. Specifically, this study highlights the role of customer (principal) persuasion knowledge, which acts as a qualifier for the principal-agent problem because it alerts the customer to possible persuasion attempts by the service provider, whereas agent credibility eases customer suspicion.

캐주얼의류매장 판매원의 커뮤니케이션이 감정유형과 서비스품질지각에 미치는 영향 -내셔널브랜드를 중심으로-

This study investigates the effect of verbal and nonverbal communication on customer emotions and service quality perceptions. The subjects used in this study were customers of a fashion shop in Sunchon South Korea. The questionnaires were conveniently sampled from July 2010 to August, 2010. Questionnaire data from 335 customers of a national brand were analyzed through a reliability analysis, factor analysis, and multiple regression analysis. The results of this study are as follows. First, it was found that the verbal communication of service providers have a significant impact on customer emotion. Second postures/proxemics and physical appearance/paralanguage (out of 3 factors of nonverbal communication) have significant (+) influences on the positive emotion of customers and kinesics have significant (-) effects on the negative emotion of customers. Third, the verbal communication of service providers has a considerable impact on customer service quality perceptions. Forth, given the relationship between non-verbal communication and service quality, it was represented that all factors (postures/proxemics, physical appearance/paralanguage, and kinesics) of nonverbal communication, have significant positive influences upon customer service quality perceptions. Fifth, it was found that customer emotions have a significant impact on customer service quality perceptions.

Trends in Hispanic Academic Achievement

This article sought to identify factors related to high school completion rates and college enrollment among Hispanic students. Hispanic students were found to have high attrition rates in institutions of higher education. Implications for the development and implementation of retention programs for Hispanic high school students, such as culturally sensitive professional staff and faculty training, increased parent or family involvement, and improved parent or caregiver service provider communication in the development of programs aimed at the retention of Hispanic students, are presented.

Labelling people who are resident in a secure forensic mental health service: user views

There has been considerable debate about the terms that mental health service providers use to refer to the people who are resident in their services. Some have argued that the labels used to refer to people can be stigmatising or empowering, but no study has examined the views of users of secure psychiatric services. This study aimed to establish preference for terminology among a sample of people resident in three secure hospitals. A survey of 100 randomly selected individuals, stratified to ensure gender representativeness, was conducted. ‘Patient’ was the preferred term of 42% of respondents; ‘client’ (20%), ‘service user’ (17%) and ‘consumer’ (2%) were less popular. Preference did not vary by gender, age, diagnosis, legal status, ethnicity, security level or length of stay. On the basis of preference alone, there is no case for rejection of the term ‘patient’ in secure mental health service provider communication and literature.

The Role of Effective Service Provider Communication Style in the Formation of Restaurant Patrons' Perceived Relational Benefits and Loyalty

ABSTRACT The purposes of this study were to examine the optimal service provider communication style for maximizing patrons' perceived relational benefits, and to examine how perceived relational benefits influence relationship quality and loyalty within the luxury restaurant industry. A review of current communication literature was conducted, and three types of communication styles were derived. Based on the theoretical causal relationships between the proposed constructs in this study, 16 hypotheses were derived, thus creating a conceptual model. The proposed model was tested utilizing data collected from 527 luxury restaurant patrons. The results of data analysis revealed two major findings: (a) a task-orientation communication style enhances patrons' perceived confidence benefits and deepens relationship quality, thus creating patron loyalty; and (b) an interaction-orientation communication style induces rapport between service provider and patrons, thus helping to maximize patrons' perceived relational benefits. Finally, it leads to patron loyalty. Based on these findings, theoretical and managerial implications are discussed.

Effect of service provider's communication style on customer satisfaction in professional services setting: the moderating role of criticality and service nature

PurposeThis study aims to examine the relationship between service providers' communication style and customer satisfaction and how service criticality and nature moderate this relationship.Design/methodology/approachThe methodology included systematic sampling of consumers of professional services.FindingsAlthough a service provider's communication style significantly relates to customer satisfaction, the relationship is moderated by service criticality and service nature. To enhance customer satisfaction, communication characterized by high affiliation is more important in high‐ than in low‐critical situations. Low dominance in communication is more important in low‐critical situations, but the level of dominance is unimportant in high‐critical situations. On the other hand, high affiliation is more important for credence services, but the level of affiliation is unimportant for experience services. Low dominance is more important for experience services, and high dominance is more important for credence services.Research limitations/implicationsThe findings imply that service firm managers need to train their employees to consider the criticalness and the nature of the service being sold and then how to adjust their communication style accordingly. Because the research reported here focuses on professional services, future research needs to determine the effects of communication style on customer satisfaction for other types of services.Originality/valueIn conclusion, the findings generally support the theoretical orientations of the social interaction model and script theory in that there is a positive relationship between customers' satisfaction with service providers' communication style and with the service rendered. However, service criticality and the service nature need to be considered when deciding on the optimum service employee communication style.

Linking Guidelines for Case Management to Risk of Institutionalization

In this study, we developed time-and-need-based community case management guidelines by tracking case management activity for 234 elderly clients over their first 6 months of care. Clients were interviewed at the time services began and again 6 months later to determine physical, emotional, and cognitive status. We found that the Regina Risk Indicator Tool (RRIT), a brief measure of risk for requiring institutional care, differentiated clients needing varying amounts of case management. Using these results, an expert panel devised guidelines for ranges of case management time for clients at different levels of need: low risk, some risk, and high risk. Quality measures, response times for initial contact and assessment, and service review parameters were also incorporated into the guidelines. Tools for workload measurement, quality review, client satisfaction, and service provider communication were developed. Focus group analysis of the guidelines with various stakeholders and a pilot implementation guided further revision. Future directions are outlined in the article, including the need to focus on outcomes of the guidelines and study of guideline implementation processes.

Using the incomplete information framework to develop service provider communication guidelines

The debate over how services should be advertised and communicated has raged on for decades. Much of the early work on services emphasized the use of tangible cues and was primarily issue and/or profession specific. There are no real communication guidelines that encompass all service marketers. This paper looks at how consumers use information in a purchase situation to establish communication guidelines for service providers. Marketers know consumers rarely have full information in a buying situation and have devised communication strategies accordingly. Services in particular offer less information than traditional consumer goods because of services inherent distinguishing characteristics, e.g. intangibility, non‐standardization and concurrent production and consumption. Integrating both conceptual and empirical work this paper uses a framework of incomplete information to examine commonly practiced communication methods of advertising, signaling, personal sources and relationship marketing. Using the two‐dimensional framework advanced in this paper, 16 communication guidelines for service providers are presented.