Research Of Service System Research Articles

Describing service systems

AbstractThere are many different normative frameworks for describing service systems that take a distinct conceptual perspective. They emphasize the physical arrangement or topology, the functions or processes, the chronology of experience, the causality of value creation, the flow of information or people, or other characteristics. These frameworks are deeply embedded in service system research and design practice, but we have not known how useful or natural they are. University students new to service science concepts described a service system they all used—the Bay Area Rapid Transit (BART) system. They identified and categorized the services they encountered or that were involved when they used BART and then created diagrams to depict the system. There was substantial variation in how students described BART in terms of scope, overall number of services, and their granularity. There was also great diversity in the classification of services and in the diagrams or other representations students created. Since most students had little exposure to normative frameworks for describing service systems, their diagrams were often hybrids of different frameworks. © 2012 Wiley Periodicals, Inc.

Effects of human agent service quality in an instant messaging decision support system on the customer's trust building

Bridging the trust-based decision-making theories with the SERVPERF framework, we introduce a new model to investigate the effects of human agent service quality of an Instant Messaging Decision Support System (IMDSS) on the customer's trust and perceived risk before purchasing in a marketplace with uncertainties. We also introduce a new service quality measurement model, IM-SERVPERF, to fill the current research gap in understanding the composite factors of a quality human service delivered by an instant messaging system. We suggest the findings will contribute to the computer-mediated service system research, and provide several useful service standards for practitioners.

The Coal Chemical Industry and Technology Innovation Service System Research Review

The vaporization and liquefied coal has important value to answer oil crisis for us, in technological chain support ,The coal chemical industry chain extension dependent on coal chemical industry innovation service system construction. In this paper,the author settled the coal chemical industry and technological innovation service system construction of research and development present situation, puts forward a ultimate extension of the technological chain is mature coal gasification technology, in industry chain the core industry is coal gas industry in the future,While improving the coal chemical industry innovation service system can effectively support technological chain the realization of the goal technique, also can promote the formation of the core industry chain.

The Research and Realization of Traffic Service System Based on GPS and GPRS

In recent years, data service has been gaining popularity in embedded system and general packet radio service (GPRS).GPRS is one of the next-generation wireless communication technologies. This paper takes advantage of seamless GPRS data coverage and its good capacity to combine GPRS technology and GPS system, realizing real-time positioning of vehicles. This paper describes structure of the system using GPRS and GPS technology for real-time data acquisition and transmission. It transmits the data through GPRS network to the background system for centralized data processing and analysis. The analysis results are given back to administrator rapidly and timely through the wireless network. This module not only saves development and maintenance costs of a private network, and takes full advantage of the unique advantages of GPRS. Finally, this paper summarizes characteristics and advantages of the system in practical application and has good prospects.

Rethinking the Bar on Standards of Evidence for Social Work Intervention Research

The research reports by Boyd et al. and Herman et al. provide insights about intervention research with vulnerable populations that highlight often-neglected standards of evidence. This commentary describes linkages of nonspecific therapeutic factors critical to these outcome studies as illustrative of research to practice standards we must continually promote. Embedding intervention research with iterative links to service system and implementation research provides a framework for social work to chart future contributions toward closing critical translational gaps.

Service Systems and Requisite Variety

Purpose: This conceptual paper will explore the application of an aspect of systems theory, the Law of Requisite Variety (LRV) to service organisations. Design/methodology/approach: The notion of a system has a strong history in management; in searching for theory to provide substance to service systems research the concept can provide valuable insights. Systems theory and thinking is the study of complex adaptive wholes; the focus is on the whole rather than the parts. The LRV, introduced by Ashby, concerns the behaviour of systems. The LRV states that the organisation must be able to deal with the variety introduced by the external environment, in order to remain viable. Understanding the nature of customer variety and how to deal with it is important for service organisations since variety provides both a challenge and an opportunity. This paper seeks to explore and operationalise variety in a service context. Findings: A new service systems model is proposed building on the LRV, systems concepts and on current developments in service classification. Originality/value: To further the use of systems thinking in service science and to explore how the LRV could be applied in this context. [Service Science, ISSN 2164-3962 (print), ISSN 2164-3970 (online), was published by Services Science Global (SSG) from 2009 to 2011 as issues under ISBN 978-1-4276-2090-3.]

A practical methodology for realizing product service systems for consumer products

Current Product Service Systems (PSS) research mainly focuses on car sharing schemes and chemical management services, which has not really addressed consumer products. Existing methods and tools related to PSS are mainly concerned with general PSS and service design, which can not readily assist manufacturers of consumer products to implement and realize PSS solutions. This paper proposes a methodology for the realization of product-oriented and use-oriented PSS for consumer products through the use of product lifecycle data. It has been demonstrated in large-scale field trials that product related services can be delivered through the PSS built utilizing the methodology proposed. The PSS methodology proposed within this research study can contribute to next generation product design, which will be intelligent, sustainable and environmentally sensitive.

From Knowledge Production to Implementation: Research Challenges and Imperatives

As evidence-based practice is increasingly accepted in social work, the challenges associated with its actual implementation become more apparent and pressing. This article identifies implementation as a critical issue for research; implementation itself must be better understood if evidence-based practices are to be used and resultant improvements to practice are to be realized. Social work needs to engage more fully in (a) service system research and (b) implementation research, each of which complements and has potential to extend the benefits of efficacy and effectiveness research. Service system research can enhance the fit of empirically supported treatments to the needs of real-world practice and thus facilitate their implementation. Implementation studies examine the acceptability of evidence-based interventions, the feasibility and likelihood of their sustained use, and the decision-support procedures that can help practitioners apply probabilistically based, empirically supported treatments to the individual case in real-world practice.

Research and design of wap service system based on MISC platform

Wireless application protocol (WAP) have become the available method for subscribers to access mobile Internet through mobile terminal, regardless of the location and time. In this article, a logical architecture of WAP service system based on mobile information service centre (MISC) [1, 2] platform is discussed. The whole system is designed and developed on Java 2 enterprise edition [3] (J2EE) architecture and deployed on BEA WebLogic Server [3, 4]. Furthermore, a series of various WAP services based on this system have been implemented, which validates the practice value of this system. This optimal scheme presented in this article will reduce the development complexity, deployment risk, and so on.

Research methodology and youth mentoring

AbstractMentoring programs for youth have grown tremendously in popularity in recent years and in many important respects reflect core principles of community psychology. Mentoring of youth is a complex phenomenon, however, with a range of significant processes occurring at the levels of individual youth and their mentors, youth–mentor relationships and other interpersonal systems, programs, and the larger policy context. The research methods used to study youth mentoring need to be well suited to capturing this complexity. In this article, we argue, furthermore, that investigations of youth mentoring relationships and programs should be tailored to address concerns associated with each major phase of the intervention research cycle (i.e., preintervention, intervention, and preventive service systems research). Existing research pertinent to these differing phases frequently has not employed state‐of‐the‐art methodology in the areas of sampling, design, assessment, and analysis. We also find that there are important gaps in the types of research conducted, and that in many instances, needed linkages across phases of the research cycle are lacking. Recommendations for strengthening future research on youth mentoring are discussed. © 2006 Wiley Periodicals, Inc.

The Australian experience of deinstitutionalization: interaction of Australian culture with the development and reform of its mental health services

To describe the Australian experience of deinstitutionalization of the Australian National Mental Health Strategy in the context of the history of mental health services in Australia, and of Australian culture. The development of Australian Mental Health Services is described with reference to developments in both psychiatric intervention research and Australian culture. The effects and achievements of national mental health reforms are described and critically examined. The relationship in Australia between the development of mental health services and the development of Australian society includes the stories of colonization, gold rush, suppression of indigenous peoples' rights, incarceration of mentally ill people, and incompatible state service systems. Mental health services required reform to provide consistent services and support for full citizenship and rights for such individuals who are still on the margins of society. Recent national developments in service models and service system research have been driven by the Australian National Mental Health Strategy. The translation of national policy into state/territory mental health service systems has led to a 'natural' experiment between states. Differing funding and implementation strategies between states have developed services with particular strengths and limitations. The effects of competition for limited resources between core mental health service delivery and the shift to a population-based public health approach (to prevention of mental illness and promotion of mental health), leaves our services vulnerable to doing neither particularly well. The recent loss of momentum of these reforms, due to failure of governments to continue to drive and fund them adequately, is causing the erosion of their considerable achievements.

Organizing mental health services: an evidence‐based approach

Background and Aims. Health policy makers and program developers seek evidence-based guidance on how to organize and finance mental health services. The Swedish Council on Technology Assessment in Health Care (SBU) commissioned a conceptual framework for thinking about health care services as a medical technology. The following framework was developed, citing empirical research from mental health services research as the case example. Framework. Historically, mental health services have focused on the organization and locus of care. Health care settings have been conceptualized as medical technologies, treatments in themselves. For example, the field speaks of an era of ‘asylum treatment’ and ‘community care’. Hospitals and community mental health centers are viewed as treatments with indications and ‘dosages’, such as length of stay criteria. Assessment of mental health services often has focused on organizations and on administrative science. There are two principal perspectives for assessing the contribution of the organization of services on health. One perspective is derived from clinical services research, in which the focus is on the impact of organized treatments (and their most common settings) on health status of individuals. The other perspective is based in service systems research, in which the focus is on the impact of organizational strategies on intermediate service patterns, such as continuity of care or integration, as well as health status. Methods. Examples of empirical investigations from clinical services research and service systems research are presented to demonstrate potential sources of evidence to support specific decisions for organizing mental health services. Results. Evidence on organizing mental health services may be found in both types of services research. In clinical services research studies, service settings are viewed as treatments (e.g. ‘partial hospitalization’), some treatments are always embedded in a service matrix (e.g. assertive community treatment), and, where some treatments are organizationally combined (e.g. ‘integrated treatment’ for co-occurring mental disorder and substance abuse), sometimes into a continuum of care. In service system research, integration of services and of the service system are the main focus of investigation. Studies focus on horizontal and vertical integration, primary care or specialty care and local mental health authorities—each of which may be conceptualized as a health care technology with a body of evidence assessing its effectiveness. Implications. A conceptual framework for assessing the organization of services as a health care technology focuses attention on evidence to guide program design and policy development. Mental health services research holds promise for such decision-making guidance. Copyright © 2000 John Wiley & Sons, Ltd.

Big studies, simple lessons

Goldman describes how service systems research examines the impact of economic and organizational strategies designed to promote particular service combinations (such as continuity of care) and inhibit others (such as preferentially serving only those individuals who are the easiest to treat). The recurring theme from the large services research initiatives is that the content of care, as well as the organization and financing of care, matters. This theme is distinct from what these large services research projects were designed to assess, which speaks both to the unexpected benefits from these massive studies and the need for more efficient tools to examine the interrelationships among the organization, financing and content of care.

Organizing mental health services: an evidence-based approach.

BACKGROUND AND AIMS: Health policy makers and program developers seek evidence-based guidance on how to organize and finance mental health services. The Swedish Council on Technology Assessment in Health Care (SBU) commissioned a conceptual framework for thinking about health care services as a medical technology. The following framework was developed, citing empirical research from mental health services research as the case example. FRAMEWORK: Historically, mental health services have focused on the organization and locus of care. Health care settings have been conceptualized as medical technologies, treatments in themselves. For example, the field speaks of an era of "asylum treatment" and "community care". Hospitals and community mental health centers are viewed as treatments with indications and "dosages", such as length of stay criteria. Assessment of mental health services often has focused on organizations and on administrative science. There are two principal perspectives for assessing the contribution of the organization of services on health. One perspective is derived from clinical services research, in which the focus is on the impact of organized treatments (and their most common settings) on health status of individuals. The other perspective is based in service systems research, in which the focus is on the impact of organizational strategies on intermediate service patterns, such as continuity of care or integration, as well as health status. METHODS: Examples of empirical investigations from clinical services research and service systems research are presented to demonstrate potential sources of evidence to support specific decisions for organizing mental health services. RESULTS: Evidence on organizing mental health services may be found in both types of services research. In clinical services research studies, service settings are viewed as treatments (e.g. "partial hospitalization"), some treatments are always embedded in a service matrix (e.g. assertive community treatment), and, where some treatments are organizationally combined (e.g. "integrated treatment" for co-occurring mental disorder and substance abuse), sometimes into a continuum of care. In service system research, integration of services and of the service system are the main focus of investigation. Studies focus on horizontal and vertical integration, primary care or specialty care and local mental health authorities - each of which may be conceptualized as a health care technology with a body of evidence assessing its effectiveness. IMPLICATIONS: A conceptual framework for assessing the organization of services as a health care technology focuses attention on evidence to guide program design and policy development. Mental health services research holds promise for such decision-making guidance.

Big studies, simple lessons.

Goldman describes how service systems research examines the impact of economic and organizational strategies designed to promote particular service combinations (such as continuity of care) and inhibit others (such as preferentially serving only those individuals who are the easiest to treat). The recurring theme from the large services research initiatives is that the content of care, as well as the organization and financing of care, matters. This theme is distinct from what these large services research projects were designed to assess, which speaks both to the unexpected benefits from these massive studies and the need for more efficient tools to examine the interrelationships among the organization, financing and content of care.

Evaluating the vermont system of care: Outcomes associated with community-based wraparound services

Evaluation of innovative community-based interventions is becoming a high priority for child and adolescent mental health service system research. The present study examined outcomes for a sample of Vermont children (N=27) experiencing emotional and behavioral problems and receiving individualized, wraparound services. One year after initiation of wraparound care, incidence of negative behaviors rated as placing a child at risk of removal from the community had decreased significantly, compliance behavior had increased, and a significant decline in Total Problem Behavior scores on the Child Behavior Checklist was observed. In addition, though 70% of the participants had previously required inpatient or residential treatment, 89% were maintained in the community after one year of services, and the total cost of services was less than that of out-of-state residential care. Although further comparative research is needed, this study suggests that for many of these children, wraparound services may be a more efficient intervention than long-term psychiatric hospitalization or residential treatment.

Emergency Medical Service Systems Research: Problems of the Past, Challenges of the Future

Out-of-hospital emergency care was designed around the concept of a system of interrelated events that combine to offer a patient the best care possible outside the hospital. However, in contrast to the actual operations of emergency medical service (EMS) systems, research has not typically used systems-based models as the method for evaluation. In this discussion we outline the weaknesses of component-based research models in EMS evaluation and attempt to provide a "systems-analysis" framework that can be used for future research. Incorporation of this multidiscipline approach into EMS research is essential if there is to be any hope of finding answers to many of the important questions that remain in the arena of out-of-hospital health care. [Spaite DW, Criss EA, Valenzuela TD, Guisto J: Emergency medical service systems research: Problems of the past, challenges of the future. Ann Emerg Med August 1995;26:146-152.]

System impact and methodological issues in the development of an empirical typology of psychiatric hospital residents.

The identification and categorization of similar objects or individuals into groups is a universal theme that permeates science and provides a conceptual framework to facilitate comprehension. For mental health administrators, a sound methodology to group individuals in a meaningful way would prove useful in the areas of general system understanding, as well as staffing, program planning and evaluation, and service system research, to name a few. Cluster analysis is a set of techniques that approach this grouping process empirically. Within the context of a large psychiatric hospital system, both the methodological processes involved in the application of cluster analysis and the resulting utility of such an analysis are discussed. Issues fundamental to the understanding of such a system are addressed. Special emphasis is placed on methodological issues regarding the application of cluster analytic techniques, which have left such techniques open for criticism. The value of such analyses, when used appropriately, is illustrated by the development of a stable, five-group typology of psychiatric hospital residents whose group characteristics are particularly germane to service system understanding. The implications of such a model for administration, planning, and research in a psychiatric hospital system are also addressed.

Opportunities in mental health services research.

Opportunities in mental health services research.

Cutback management using information and research

The Massachusetts Department of Mental Health (DMH) has experienced dramatic budget reductions over the past few years. These cutbacks have been managed using a variety of management tools. This article describes the approaches used to handle the cuts, outlines specific strategies that were developed using information and research, and discusses priorities for future service system research.