Service Technology Research Articles

Chatbots in complaint handling: the moderating role of humor

Purpose Artificial intelligence (AI) powered chatbot technology is increasingly used to handle customer complaints in the service recovery process. Built on the justice theory, this paper aims to explore the optimal way to utilize chatbots in handling customer complaints for service failure recovery and the moderating role of humor. Design/methodology/approach Two scenario-based between-subjects experimental design studies were conducted to examine the two aspects of justice in service failure recovery: Study 1 focuses on procedural justice manifested as perceived control and Study 2 on interactional justice assessed as social presence. Furthermore, the moderating role of humor is investigated. Findings The results indicate that both perceived control and social presence can improve chatbots’ effectiveness in handling service failures to regain customer satisfaction and the consequent revisit intention. However, humor shows opposite effects in the two studies: chatbots using humorous language in complaint handling may attenuate the positive effect of perceived control but enhance the positive effect of social presence. Practical implications The findings provide practical guidelines to the service industry regarding the optimal service design and technology deployment in customer service, particularly for an effective service failure recovery process. Originality/value This research contributes to the service failure recovery literature by investigating how the new service technology of AI-powered chatbots can effectively handle customer complaints for service failure recovery. Furthermore, the research reveals the nuanced effects of humor in different complaint-handling situations.

Implementasi Penggunaan Aplikasi My Like di Kabupaten Bone

The My Like application is an application designed to manage human resources quickly, efficiently and effectively. In application development, government employees and agencies can access various important information through an application that simplifies the process of managing administrative services by providing alternative solutions that are sent or managed via accounts created quickly, using administrative service technology, this research uses qualitative methods to explain the implementation of the mylike application in Bone district. Qualitative methods are methods that focus on in-depth observations and produce more comprehensive studies. Data collection techniques in this research use library research. The data source for this research is the website, the My Like Bone application is able to improve employee performance and provide accurate information and knowledge that employees need. Based on the results of the analysis with the availability of the My Like Bone application, ASN employees will be increasingly advanced in using increasingly advanced technology, and will simplify all aspects of city and regional management and improve human resource development.

Evaluating the Effectiveness of ChatGPT in Enhancing Cognitive Learning outcomes in Tourism Higher Education Based on Biggs’s 3P Model A Case Study: Faculties of Hotel and Tourism Services Technology

Evaluating the Effectiveness of ChatGPT in Enhancing Cognitive Learning outcomes in Tourism Higher Education Based on Biggs’s 3P Model A Case Study: Faculties of Hotel and Tourism Services Technology

Investigation on the Impact of the 2022 Luding M6.8 Earthquake on Regional Low-Frequency Time Code Signals in Northern China

Low-Frequency Time Code time service technology, as an important means of ground-based radio time dissemination, can be divided into ground wave zone and sky wave zone according to different receiving and transmitting distances. Ground waves travel primarily along the Earth’s surface, while sky waves propagate over long distances by reflecting off the ionosphere. This paper utilizes the raw observation data received by the Low-Frequency Time Code dissemination monitoring stations before and after the 6.8 magnitude earthquake in Luding, Sichuan, China on 5 September 2022. A Low-Frequency Time Code time service monitoring system was built in Xi’an to continuously monitor the 68.5 kHz time signal broadcast by the BPC station. The data was then processed and analyzed through visualization. Simultaneously, we analyzed the signal fluctuation for multiple days before and after the earthquake to see the changes in the Low-Frequency Time Code signal during the earthquake. By combining seismic activity, solar activity, and geomagnetic data, this study aims to explore the causes and patterns of signal parameter variations. The results show that the field strength of the Low-Frequency Time Code signal fluctuated significantly within a short period during the earthquake. The value began to decrease about 60 min before the earthquake, dropping by approximately 8.9 dBμV/m, and gradually recovered 2 h after the earthquake. The phase also mutated by 1.36 μs at the time of the earthquake, and the time deviation fluctuated greatly compared to the 2 days before and after. Earthquake occurrences influence ionospheric variations, leading to changes in the sky wave propagation of Low-Frequency Time Code signals. Analysis of the influence of earthquakes on the propagation of Low-Frequency Time Code signals can provide references for research on Low-Frequency Time Code signal propagation models and earthquake prediction.

A Review of Algorithms and Platforms for Offloading Decisions in Mobile Cloud Computing

With the substantial growth of mobile applications and the emergence of cloud computing concepts, therefore mobile Cloud Computing (MCC) has been introduced as a potential mobile service technology. Mobile has limited resources, battery life, network bandwidth, storage, and processor, avoid mobile limitations by sending heavy computation to the cloud to get better performance in a short time, the operation of sending data, and get the result of computation call offloading. In this paper, a survey about offloading types is discussed that takes care of many issues such as offloading algorithms, platforms, metrics (that are used with this algorithm and its equations), mobile cloud architecture, and the advantages of using the mobile cloud. The trade-off between local execution of tasks on end-devices and remote execution on the cloud server for minimizing delay time and energy saving. In the form of a multi-objective optimization problem with a focus on reducing overall system power consumption and task execution latency, meta-heuristic algorithms are required to solve this problem which is considered as NP-hardness when the number of tasks is high. To get minimum cost (time and energy) apply partial offloading on specific jobs containing a number of tasks represented in sequences of zeros and ones for example (100111010), when each bit represents a task. The zeros mean the task will be executed in the cloud and the ones mean the task will be executed locally. The decision of processing tasks locally or remotely is important to balance resource utilization. The calculation of task completion time and energy consumption for each task determines which task from the whole job will be executed remotely (been offloaded) and which task will be executed locally. Calculate the total cost (time and energy) for the whole job and determine the minimum total cost. An optimization method based on metaheuristic methods is required to find the best solution. The genetic algorithm is suggested as a metaheuristic Algorithm for future work.

Robot anthropomorphism at luxury hotels: a dual-congruity mechanism with luxury and task under anxiety

ABSTRACT Although service robots have been extensively studied recently, few empirical investigations have focused on the luxury setting. Targeting the setting of luxury hotels, in this study, expectation-confirmation theory and dual-congruity theory are combined to examine the impact of robot anthropomorphism on consumers’ expectations of service robots. The findings obtained from a sample of 556 respondents indicated that robot anthropomorphism increased consumers’ perceived social capability, performance expectancy, and perceived importance. Furthermore, luxury-technology fit and task-technology fit mediated the effects of social capability, performance expectancy, and perceived importance on the intention to use robotic services. Furthermore, the moderating role of anxiety toward robots in strengthening the effect of luxury-technology fit on the intention to use robotic services was revealed. The findings contribute to an enhanced understanding of consumer psychology in the context of advanced service technologies, offering valuable insights for the strategic implementation of service robots at luxury hotels.

Changing patterns of social services for the elderly as innovative technologies for preserving social capital

The article examines the main problems faced by older people and suggests innovative practices and technologies of social care at home in order to preserve their social capital. Due to age and health conditions, many older people are limited in their ability to leave home and perform daily tasks and functions. Senile problems represent negative changes that affect people’s lives and are associated with poor health. The key problems of the elderly have been identified. The article notes that senior citizens need timely and long-term care to preserve their social capital, which is best provided at home and with the support of their loved ones. To implement such care, it is necessary to create long-term care centres for the elderly and the disabled. The authors of the article propose to develop services for the elderly at home, introduce innovative technologies and improve the quality of services provided. Social services play a special role in this, which is confirmed by the experience of public service centers. The introduction of innovative service practices and technologies, and the expansion of the number of social services are promising areas for preserving the social capital of the elderly.

Installation and Activation of Fiber To The Home (FTTH) Network Using Gigabit Passive Optical Network (GPON) Technology and Quality of Service (QoS) Analysis

Installation and Activation of Fiber To The Home (FTTH) Network Using Gigabit Passive Optical Network (GPON) Technology and Quality of Service (QoS) Analysis

PELATIHAN DIGITALISASI FARMASI IKATAN APOTEKER INDONESIA (IAI) PC KOTA SALATIGA

Pharmacists/pharmacy services need to improve their professionalism in order to keep up with the rapid development of technology. Digitalization applied in the pharmaceutical world needs to be accompanied by a “human touch”. One of the efforts that can be made by IAI PC Salatiga City members is to understand and innovate in the use of health service technology. The solution to the problems that occur is to conduct training and understanding of digital transformation which has now become a necessity for the industrial world, especially the pharmaceutical sector. One of the factors that accelerates the process, so that many business operations today can be shortened and more efficient due to digitalization. One of the important characteristics of the pharmacist profession is adaptability. There was a significant increase in participants' knowledge before and after the training, this was based on the increasing enthusiasm of the participants in asking questions and actively participating in this activity. The IAI Salatiga City pharmacy digitalization training is expected to create enthusiasm to be able to continue to develop the knowledge and insights of participants, especially members of the Indonesian Pharmacists Association (IAI) PC Salatiga City to improve services to the community.Suggestions for IAI PC Salatiga City members, frequent training activities for digitalization of pharmaceutical services and preparing members who understand digitalization to be able to achieve health development targets, especially the change from the analog to the digital era.

The Impact of Digital Finance on the Efficiency of Urban Green Economy

Digital finance is a new financing model for small and medium-sized enterprises and individuals. In recent years, with the rapid development of big data, cloud service technology, and artificial intelligence (AI) technology, it has to some extent promoted the efficient development of urban green economy. From the perspective of applying digital finance to urban enterprises and individual consumers, this study explores the important role of digital finance in enterprise investment and financing services, industrial structure upgrading, technological innovation, and the promotion of personal credit, consumption patterns, job employment, and environmental participation activities. Based on this, the impact of digital finance on the operation and efficiency improvement of urban green economy is obtained, and the problems of inadequate digital transformation and low coordination level in different industries of the city's economy are solved.

Model For Improving The Performance Of Hospital Management Information System Services Through Transformational Leadership

The role of Transformational Leadership in hospital organizations is very important, where hospitals are organizations that have a complex environment, there is a lot of unclear information. With the increase in health services to the community along with changes in demographics, changes in health service technology, and the adoption of new information technology. So performance measurement is important in order to improve the quality of health services. The aim of this research is to find out how transformational leadership influences the success of hospitals management information systems (HMIS). The method used was a quantitative descriptive and verification survey with 181 respondents from 15 hospital in the city of Bandung. The sampling technique uses proportionate stratified random sampling. Data analysis using structural equation modeling (SEM) with partial least squares (PLS). The findings of the proposed hypothesis are that the quality of technology, transformational leadership, and users have a significant effect on service performance. Users can mediate technology quality, transformational leadership and service performance. Conclusion of the study is the novelty of the development of the information system success model by adding the context of transformational leadership in evaluating the success of the information system, where transformational leadership has a positive effect on improving the performance of hospital management information system services through users. Implications of the results of this study contribute to the development of an information system success model that can be used to evaluate the success of information systems in general.

Exploring Smart Airports’ Information Service Technology for Sustainability: Integration of the Delphi and Kano Approaches

Airport digitalization has revolutionized service delivery at passenger touchpoints, which leads to sustainable passenger loyalty. However, it is critical to determine whether this rapid transition to digital services genuinely enhances passenger satisfaction with airport services. This study uses a mixed-method approach to identify key traditional and technology-driven information services in smart airports. The specific aim is to determine the optimal balance in which digital technologies can effectively replace human-provided services to establish sustainable passenger loyalty. Two rounds of Delphi surveys were conducted with panels of 23 and 21 experts, followed by an online Kano survey with 401 international passengers. The Delphi analysis identified 16 key information service attributes, while the Kano analysis revealed that the majority of technology-based services were attractive and positively influenced passenger satisfaction. By contrast, human-based services were mostly indifferent, although some were vital for boosting satisfaction and preventing dissatisfaction. These results advance the current airport service research and provide practical insights into optimizing passenger experiences through the strategic integration of technology for sustainable smart airports while maintaining essential human-provided services.

Factors affecting the performance of government R&D support programs in pharmaceutical enterprises

Purpose The government support for research and development (R&D) initiatives in the pharmaceutical sector has been declining. The purpose of this study is to analyze factors influencing the efficacy of government R&D support programs directed at pharmaceutical enterprises in South Korea, aiming to provide valuable insights for policymakers responsible for resource allocation in the pharmaceutical industry. Design/methodology/approach The study uses data from 490 R&D projects conducted by 106 pharmaceutical enterprises between 2018 and 2020, sourced from the National Technical Information Service and Drug Approval Research and Technology repositories. The data were analyzed using negative binomial regression analysis operated by the Statistical Package for the Social Sciences. Findings Applied research, cooperative research and the number of doctoral researchers positively impact both the quantitative and qualitative performance of the papers. The number of doctoral researchers, government research funds and the ratio of private investment to total R&D investment positively impacted the quantitative and qualitative performance of patents. However, enterprise age negatively affected patent performance. Notably, sales were significantly associated with patent qualitative performance but not with patent quantitative performance. Originality/value While previous studies have primarily focused on specific types of government R&D support or individual sectors, this study provides a broader perspective by incorporating a variety of variables, to examine the overall performance of government R&D programs in the pharmaceutical sector. This paper addresses the growing concern over declining government support and offers insights that were not fully explored in prior studies. By doing so, this research highlights the importance of understanding how diverse factors collectively influence the effectiveness of government R&D support, providing new directions for innovation and excellence in the pharmaceutical industry.

Analysis of SR-IOV in Docker containers using RTT measurements

Cloud computing, a central pillar of modern IT infrastructure, faces constant challenges in provisioning and optimizing network performance, specifically regarding low-latency communication. This study investigates the impact of Single Root I/O Virtualization (SR-IOV) as a critical Quality of Service (QoS) enabler in virtualized environments. Data plane innovative technologies for virtual servers, especially SR-IOV technology, emerged as a promising solution adopted in data centers. When combined with Peripheral Component Interconnect (PCI) Passthrough in Docker environments, SR-IOV promises significant network performance gains. Our rigorous experimental methodology demonstrates that integrating SR-IOV reduces Round-Trip Time (RTT) latency by up to 15 times compared to the traditional Linux based Bridge configuration used in Docker, without significant additional costs. This research is particularly relevant for system administrators, data center professionals, and network traffic engineers, providing them valuable information into optimizing communication in cloud computing environments. By addressing this critical gap in knowledge, our study serves as a practical guide for the effective implementation these emerging technologies for network virtualization. In terms of practical applicability, the results raise valuable insights into the performance and implications of implementing SR-IOV and PCI Passthrough in a Docker environment. As a result, more informed decisions are tailored to the specific requirements of different usage scenarios.

Employee Performance in Population Services Quality Timeliness and Technology Use

General Background: Employee performance in public administration is crucial for service quality. Specific Background: This study examines employee performance in population administration services at Kupang Village, Jabon District, Sidoarjo Regency, focusing on community needs and technological adaptation. Knowledge Gap: While prior research has addressed public service performance, gaps exist regarding specific performance indicators in local contexts. Aims: This study aims to analyze performance using five indicators: Work Quality, Timeliness, Initiative, Ability, and Communication. Results: Findings show optimal work quality and initiative, yet timeliness and ability are partially lacking due to attendance issues and varying technological skills. Novelty: This research highlights the interplay between employee competencies and community demographics. Implications: Enhancing training in technology and establishing clear protocols could significantly improve service delivery and community satisfaction, fostering better governance and public trust. Highlights: Optimal Work Quality: Employees demonstrate high-quality service through detailed work and effective communication with the community. Need for Timeliness: Issues with employee punctuality impact overall service delivery and community satisfaction. Technological Competency: Varying levels of technology use among employees highlight the need for targeted training and support. Keywords: Employee Performance, Service Quality, Community Needs, Population Administration

Information and Service Support of the Mechanism of Industry Functioning in the Single Digital Space

The functioning of industry in the context of the creation and development of a single digital space of the Russian economy requires the development of an appropriate mechanism, in which information and service support for the digitalization of business processes of industrial enterprises should play a key role. The purpose of this study is to build a model of the mechanism for the functioning of an industrial enterprise in a single digital space (hereinafter referred to as the SDS) as well as to characterize the information and service support for the control and governing functions of this mechanism. The categorical apparatus of the digital economy and digital technologies, methods of classification, comparative analysis, functional and systemic approaches were used as the methodological basis of the study. The results of the work were the construction of a conceptual model of the mechanism of functioning of an industrial enterprise in a single digital space, based on the principle of optimality and capable of adapting to the needs of a particular industrial enterprise, as well as the identification of the basic functions of the management activity of an industrial enterprise in the single digital space, and the characteristics of the information and service support mechanism, which is digital services (technologies) that ensure management activities and interaction of actors of the business ecosystem in the single digital space. The conclusions drawn from the results of the study can be applied in practice by the management of companies when developing their own mechanism and strategy for digitalizing business processes in order to increase the efficiency of functioning in the single digital space industry.

The Role of Financial Technology in Enhancing the Efficiency of Legal Services

With the rapid development of financial technology (FinTech), its application in the legal service sector is gradually becoming a key force in driving industry innovation. This paper uses both qualitative and quantitative research methods to explore the interaction and synergistic effects of financial technology, regulatory technology (RegTech), and intellectual property protection (IP Protection) in the legal service industry. The study analyzes the current status of financial technology in contract law, compliance checks, and dispute resolution, and evaluates its actual effect on improving the efficiency of legal services. The study found that financial technology has optimized the contract execution process through technologies such as smart contracts and blockchain, improved the level of automation in compliance work, and provided new ways for dispute resolution. Although facing challenges such as technology integration, data security, and legal regulation, these challenges can be effectively controlled through effective risk management and strategic response. The study proposes a series of strategic recommendations, including technological innovation, policy support, education, and training, to promote the collaborative development of financial technology, regulatory technology, and intellectual property protection in the legal service industry. (Beck, R., Bugnion, F., & Pohl, M., 2018) The conclusion of this paper emphasizes the positive role of financial technology in enhancing the efficiency of legal services and points out strategies to cope with challenges, providing valuable insights and suggestions for legal service providers, technology developers, and policy makers to promote the modernization and digital transformation of the legal service industry.

Application of Real-Time Data Service Technology in Smart oilfield

Abstract Real time data services play an important role in the construction of Smart oilfields, which can help oilfield production managers better understand the production situation and make more accurate decisions. Real time data services based on the Data Lake platform will bring more efficient and safer production methods to oil and gas fields, promoting the upgrading and sustainable development of the Smart oilfield industry. The technical architecture of Smart oilfield real-time data service mainly includes data lake platform, big data processing, edge computing and other core technologies. The data lake platform provides infrastructure, platform services and application services for Smart oilfield. Big data processing technology is responsible for rapid and accurate analysis of massive data. edge computing refers to computing at the data source to reduce data transmission and improve computing efficiency. The key technologies include data collection, transmission, storage, analysis, etc. Among them, data collection mainly uses sensors, PLCs and other equipment to collect production data. Data transmission uses technologies such as the Internet of Things and industrial Ethernet to transmit data to the data lake platform. Data storage adopts distributed storage technology to ensure the safety and reliability of data. Data analysis uses machine learning, deep learning and other technologies to analyze data, Provide decision support.

Banking Service Technologies as a Tool for Increasing the Efficiency of Interaction with Clients

Introduction. The efficiency of customer service in a commercial bank is inextricably linked with the need to implement modern banking technologies that affect the speed and quality of the service provided. The intensity of development of banking technologies requires a study of their features and application criteria. Purpose of the study. To study the trends in the implementation and development of modern technologies in banking and their impact on the quality of bank customer service. Methods. The study used such general scientific methods as analysis and synthesis, formal and dialectical logic, statistical processing methods, and a systems approach. The object of the study was Sberbank PJSC, a leader in the implementation of modern technologies in the banking market. Results. The article considers the main components of banking technologies. The influence of technologies on the effectiveness of banking services is substantiated. Positive and negative aspects of the implementation of modern banking technologies in the customer service process are highlighted. Modern service technologies used in the banking system when creating a digital infrastructure, regulated by the Central Bank, are highlighted. The trends in the use of modern banking technologies are considered based on the degree of digitalization development in the bank, age preferences, as well as as a result of the impact of the coronavirus pandemic. The performance indicators of Sberbank PJSC as a technological leader in the banking services market are considered. Conclusions. Effective interaction of banks with clients in the context of digital transformation is carried out using modern banking technologies containing many components with appropriate characteristics. Maximizing efforts to use modern technologies contributes to the expansion of the client base and profit growth.

The Semantic Function of Modern Chinese “Negation + X” Modal Words Based on Communication Technology and Big Data Corpus

The semantic function of modern Chinese “negation + X” modal words based on communication technology and big data corpus has gained wide attention. As the basis of SOA architecture, Web services provide the key resources for worldwide information transfer and information sharing with their characteristics of loose coupling, platform independence, and data exchange without additional support from third-party hardware and software. However, along with the popularization and improvement of Web service technology, the number and types of Web services in the Internet are also increasing massively, and there are a large number of Web services with various functions, quality and granularity. Therefore, how to quickly and accurately discover Web services that satisfy users’ query requests from a large and complex set of services has become a critical problem to be solved in the current Web service discovery research. Based on the real corpus, this paper analyzes the similarities and differences in the semantic functions of modern Chinese “negation + X” modal words by combining lexicalization and grammatization, cognitive linguistics, systemic functional grammar and other related theories. The experimental results demonstrate that the model is designed for automatic annotation of semantic word classes, and the annotation algorithm based on the hidden horse model, combined with the Viterbi algorithm based on dynamic programming, achieves a correct rate of 94.3% in the closed test and 89.1% in the open test despite the small size of the training corpus and severe data sparsity, and the model fitting effect meets the dynamic expectations.