Service Companies Research Articles

Digital Marketing and Service Experience in a Peruvian Information Services Company

Digital Marketing and Service Experience in a Peruvian Information Services Company

A STUDY OF THE IMPACT OF SERVICE QUALITY ON CUSTOMER REVISIT INTENTION OF PSYCHOLOGICAL SERVICE COMPANIES: USING CUSTOMER EXPERIENCE AND DISEASE AWARENESS AS MEDIATING VARIABLES

In today's society, mental health issues are receiving increasing attention, and numerous psychological service companies have emerged as providers of professional mental health services. However, the market competition is also becoming more intense, making service quality a crucial factor for psychological enterprises to achieve long-term development and customer loyalty. This study aims to explore the specific mechanisms by which various elements of service quality, such as accessibility, convenience, reliability, and efficiency, affect clients' willingness to revisit psychological consulting firms. Through empirical analysis, the study seeks to clarify the degree of association between different service quality dimensions and the intention to revisit and analyze their internal relationships. Therefore, the study will survey clients who have received psychological counseling and therapy services, using client experience and disease perception as mediating variables to examine the impact of service quality on the revisit intention of customers in psychological service enterprises. Additionally, through an in-depth study of the YM Psychological Counselor Training Company, the research will analyze issues related to the company's low revisit intention and propose recommendations for adjustment, offering a reference for similar enterprises.

Development Of Strategy Map And Measuring Corporate Performance With Sustainability Balanced Scorecard Approach (Case Study On Renewable Energy Consultant Services Company Pt Xyz)

Development Of Strategy Map And Measuring Corporate Performance With Sustainability Balanced Scorecard Approach (Case Study On Renewable Energy Consultant Services Company Pt Xyz)

Decoding The Impact: How Corporate Structure And Size Influence Earning Response Coefficient

The purpose of this research is to determine how much influence the capital structure and company size have on the earning response coefficient both size of the company on the earning response coefficient either partially or simultaneously on the Computer and Device Services Companies Listed on the Indonesia Stock Exchange for the period of 2020-2022.The research methods used in this research are descriptive methods and associative methods. In this research, the unit of analysis is the Financial Statement Document at the Computer and Device Services Company Financial Report Documents on Computer and Device Services Companies Listed on the Indonesia Stock Exchange for the period 2020-2022. The samples in this study were 36 annual financial reports annual. The analysis method uses panel data regression analysis. Based on the results showed that partially there is a significant positive effect of capital structure on earning response coefficient, and partially there is a significant positive effect of capital structure on earnings re capital structure on earning response coefficient, and partially there is a significant positive effect on earning response coefficient. significant effect of company size on earning response coefficient, and simultaneously there is an effect of capital structure and company size on earning response coefficient.

Development Of Strategy Map And Measuring Corporate Performance With Sustainability Balanced Scorecard Approach (Case Study On Renewable Energy Consultant Services Company Pt Xyz)

This study aims to develop a Strategy Map of PT XYZ based on the company's vision, mission, strategic goals and analyze the company's performance as measured using the Sustainability Balanced Scorecard (SBSC) method. The research method used is qualitative, which involves conducting in-depth interviews and analyzing company documents. According to the research results, the PT XYZ Strategy Map consists of a vision, mission, 17 company strategic goals and 34 measurement indicators. The company performance of PT XYZ in 2021 and 2022, measured by the 5 SBSC perspectives can be indicated as sufficient performance, which obtained a total scorecard of 0. Based on 34 measurement indicators, 13 obtained a good assessment, 13 obtained a poor assessment, 3 obtained a sufficient assessment, and 5 could not be calculated because the company did not have related numerical documents. In the future, PT XYZ needs to increase its efforts to improve company performance and improve company data management so that it is easier to identify the company's achievements or performance to a measurable extent. Further, PT XYZ needs to integrate sustainability goals that become the company's vision into the company's business strategy, one of which is using SBSC as a company performance measurement tool. In addition, PT XYZ needs to integrate its vision of contributing to sustainability development into the company's business strategy, one of which is the use of SBSC as a corporate performance measurement tool.

Business intelligence and its role in raising the level of corporate services

Artificial intelligence has begun to show itself in all areas of the changing business world. With the introduction of new technologies in the digital age, business structures have to adapt to new projects and increase the productivity of business processes. The purpose of the study is to clarify the ways of using business intelligence tools to raise and increase the level of services within companies. As a result of the stated objective, we identified the following tasks: 1) to determine the role of business analytics in forming the company's development strategy; 2) to propose solutions for improving internal company services using business analytics tools; 3) to outline the framework for building business analytics (BI) within the company. This study presents the concept of business intelligence and its importance in raising the level of service delivery in companies. For this purpose, Deming's course was used, were to find and provide some solutions, represented in the final decision-making process regarding the process of improving and providing services to companies. In other words, helping the general manager to see what is hidden from the eye, depending on the data and methods of processing it. In addition to the above, the stages involved in the development process were shown in the form of a data flow diagram, which is known as the Data Flow Diagram (DFD) for the system used within the company. The results of this study are summarized as follows: а) this study presents a clear and simplified concept for solving all the tasks mentioned in this study; b) submitting a proposal to solve the problem of improving services within the company by using business intelligence tools; c) this study presents a data flow diagram that selects the appropriate agile process for that purpose; d) this study presented a partial development of the system in force in the company.

Application of artificial intelligence in business management and financial market forecasting

In today's business world, artificial intelligence as a new technology has provided dynamic and flexible capabilities in organizational decision-making processes, considering that organizational decision-making often faces challenges due to the complexity and multiplicity of factors affecting it. The application of artificial intelligence as A powerful tool can be effective in improving the organizational decision-making process and improving the performance of organizational managers. Artificial intelligence is one of the popular and widely used new sciences in almost all aspects of life and can do things faster and more accurately. The numerous advantages of artificial intelligence and its wide applications today are not hidden from anyone. Financial services companies are constantly looking for ways to gain superiority in the capital market and surpass their competitors. To do this, companies are moving away from old systems and models They adopt a more agile business that includes artificial intelligence techniques in capital markets, artificial intelligence in financial markets and machine learning (ML). In capital markets, companies use artificial intelligence and ML projects in coordination with RPA robotic process automation technologies to meet customer requests, speed up financial market analysis, and more accurately identify risk in the business process.

Stackelberg game analysis of the energy performance contracting considering altruistic preferences

The Stackelberg game analysis of an Energy Performance Contracting(EPC) is established to correctly analyze the impact of altruistic preference behaviors on the decision-makers, energy service companies(ESCOs) and energy-consuming units(EUs). Its motivation comes from the fact that, to achieve a win-win situation, EUs usually engage in altruistic behaviors, but the implementation results of the EPC are always contrary to their expectations. Using nonlinear optimization theory, analyzed the decisions of the Stackelberg models under different altruistic preference attributes, and then compared the impacts of altruistic preferences on decisions and profits. Results reveal: (1)compared to a situation lacking altruistic preference, when the leader, the EU, has an altruistic preference, the EU only needs to transfer a small part of its own interests to significantly increase the ESCO's profit and ultimately improve the overall EPC profit; (2) the altruistic preference of the ESCO functions akin to a "poison," engrossing the company in the satisfaction derived from the increased revenue of the energy-consuming entity and gradually eroding its own profits; and (3)the altruistic preference behavior of both parties is a kind of “benefit transfer behavior,” which is conducive to stable operation and long-term development of EPC industry. The research results can provide a theoretical reference to enhance the development of energy-saving service industry.

Effects of Climate Change and Changes in Land Use and Cover on Water Yield in an Equatorial Andean Basin

Ecosystem services contribute significantly to human development, with water production being a crucial component. Climate and land use changes can impact water availability within a basin. In this context, researching water-related areas is essential for formulating policies to protect and manage hydrological services. The objective of this study was to estimate water yield in the sub-basins of the Tabacay and Aguilán rivers under climate change scenarios in 2030, 2040, and 2050, combined with scenarios of changes in land cover and land use. The InVEST model was employed to analyze water yield. The results show that crop areas were identified as the lowest water yield in future scenarios, and forested areas, particularly the region where the Cubilán Protected Forest is located, contribute the most to water yield in the subbasin. Besides, water yield has increased in the historic period (2016–2018) due to the conservation and reforestation initiatives carried out by the Municipal Public Service Company for Drinking Water, Sewerage, and Environmental Sanitation of the city of Azogues in 2018, the so-called Reciprocal Agreements for Water. Additionally, an increase in water yield is projected for future scenarios. This study can serve as a basis for decision-makers to identify areas that should prioritize protection and conservation.

How organizational citizenship behaviors promote job performance: evidence from the aviation industry

In the 21st century, the working environment is changing rapidly, and competition is fierce. In industries such as airlines, it is crucial to identify the factors that drive employee performance. This study aims to determine the elements of organizational citizenship behaviors (OCBs) that have an impact on work performance. A mixed research method was employed for the study, which collected survey data from 195 employees of ground service companies in Vietnam, including Saigon Ground Service Company (Sags), Vietnam Airport Ground Service Company (Viags), and Hanoi Ground Service Joint Stock Company (Hgs). The results revealed that five factors of OCBs affect job performance, ranked in descending order: (1) Voice-speaking up about concerns, (2) civic virtue, (3) conscientiousness, (4) courtesy, and (5) altruism. The study also proposed some implications for managers of ground service companies to enhance their employees’ job performance.

Financial Service and Performance of Chinese Private Companies: The Mediating Role of Technological Innovation

Financial performance is one of the key essential elements of financial management. Therefore, this research is to investigate the effects of financial service on the financial performance of private listed firms in China and looks at how firm technological innovation plays a mediating role in this relationship. This study includes 4,635 private listed companies in China from 2013 to 2022 and adopts a robust fixed effects model for benchmark regression. In the robustness test, two-stage least squares, alternative proxies and time segmentation are used to back up the findings. It is found that financial service is significantly and positively related to firm financial performance. Moreover, there is a potential mediating mechanism of corporate technological innovation along this path of the influence of financial service on firm financial performance. The findings provide empirical evidence for private firms and related groups such as policymakers in China.

PENGARUH SISTEM INFORMASI AKUNTANSI MANAJEMEN, MOTIVASI KERJA, DAN KEPUASAN KERJA TERHADAP KINERJA MANAJERIAL

This study aims to see the effect of management accounting information systems, work motivation, and job satisfaction on the managerial performance of managers and supervisors who work at hotel service companies in the city of Bengkulu. This study uses a quantitative approach. Respondents in this study are managers and supervisors who work in five-star hotels in Bengkulu. The sample selection in this study using purposive sampling. Sources of data in this study using primary data with a questionnaire. Data analysis using multiple linear regression analysis using the SPSS program.The results of this study indicate that there is a positive effect of management accounting information systems, work motivation, and job satisfaction on managerial performance, which means that the better the application of management accounting information systems, providing work motivation, and job satisfaction can improve managerial performance.Theoretically, the results of this study support the contingency theory which states that in carrying out their duties, managers need conformity to be able to implement a particular strategy. Contingency theory is a theory that is used as an analysis tool for forms and systems of management accounting, work motivation, and job satisfaction that are useful for providing information to companies, one of which is information to be able to face competition.The limitation in this study is the reduction in the sample because most of the hotel service companies in the capital city are temporarily closed, thus narrowing the results of this study to the number of samples that do not include all hotels in Bengkulu City.

Chatbot as a Corporate Communication Tool: Best Practice of a Hungarian HR Services Company

The advent of cutting-edge technologies has changed the way humans communicate. Corporate communication also has to face the challenges and take advantage of the opportunities stemming from the evolution of infocommunication technologies. The paper aims to present the best practice of a Hungarian certified company providing full HR services regarding the use of a chatbot software application as a corporate communication tool. The company applies its award-winning chatbot to communicate with its temporary workforce in five different languages. The paper is a single-case study based on secondary and primary research. The empirical research is carried out by means of an in-depth interview with the examined company’s representative to get details about the successful application of the chatbot software. The results reveal that the company was able to successfully integrate a rule-based chatbot into its corporate communications. The use of the chatbot has brought a number of benefits, e.g. time- and cost-effectiveness, satisfaction from both the temporary workforce and the internal staff. The paper concludes that even the most basic type of chatbot software can be applied effectively if the users are informed and well-prepared in advance, meanwhile the knowledge base of the chatbot software is appropriately determined and constantly updated.

Diseño de un Sistema Integral para la Formación de Capital Humano en la pequeña y mediana empresa de Yucatán

The purpose of this study is to design an Integral System for the Formation of Human Capital (SIFCH), which allows the strengthening and specialization of this resource and, in this way, helps in the economic growth and consolidation of the market to which the products and services of small and medium-sized companies are directed. The method integrates the qualitative research approach with phenomenological processes, descriptive and analytical scope; for this purpose, interviews were conducted with 35 people, 17 businessmen of the State of Yucatan and 18 experts in the training area (consultants, private training companies, government agencies, business chambers, and business incubators). As a result, the Integral System of Human Capital Formation (SIFCH) was established, which consists of two parts. The internal part (the system's core) contemplates the organization's specific needs in terms of its size, business line, and resources; the entrepreneurial culture and innovation as an added value. The external part was designed according to a compendium of the elements that training experts consider at the time of training; these are: Diagnosis of the learning needs and the Evaluation of the Human Capital Training Process, that is, the results obtained in the productivity and personal growth of the worker in a period of time determined by the organization to measure the impact and effectiveness of this. The conclusions establish the processes to be followed in the implementation of SIFCH.

Methodological Planning to Determine the Technological Expansion of Smart Metering Systems for Utilities

This research uses data analysis and mining techniques to determine the technological expansion of measurement systems in a public service company. It integrates technical, economic, geographic, and social variables into the analysis using machine learning techniques to discover patterns and relationships in large data sets. The fuzzy logic methodology is applied using the MATLAB programming tool “Fuzzy Logic” to build algorithms that allow for the correct selection of measurement, achieving greater efficiency and precision in the assignment of meter types. The results show that 98% of the metering systems in the significant part are electronic meters, with the “Residential BT” rate being the most extensive data set. Implementing the “fuzzy logic” technique recognizes that more than 60% of the meters are electronic, with the registration of active energy, reactive energy, and demand, allowing for greater control over the marketing variables of the distribution system operator. This research suggests that a future restructuring of electrical metering systems benefits the company and its users. By applying the analysis, a portfolio of viable projects for the replacement of measurement systems is obtained, and they are grouped into two clusters based on the total cost of the technological change.

"Hún gæti alveg verið múslimi og allt það": Ráðning fólks af erlendum uppruna til íslenskra fyrirtækja

Erlendar rannsóknir benda á að innflytjendur standa oft höllum fæti á vinnumarkaði og sérfræðiþekking þeirra er oft ekki metin að verðleikum. Markmið þessarar greinar er að skoða ráðningarferlið hjá þjónustufyrirtækjum út frá viðhorfum mannauðsstjóra til erlendra umsækjenda. Rannsóknin, sem er eigindleg, byggir á svokallaðri, hugsa upphátt (e. think aloud) aðferð. Rannsakendur útbjuggu sex ferilskrár kvenkyns umsækjenda, frá jafnmörgum löndum, með umsókn um starf bókara hjá stóru þjónustufyrirtæki. Mannauðsstjórar voru beðnir um að lesa yfir starfslýsingu og hugsa svo upphátt á meðan þeir fóru yfir ferilskrárnar og mátu umsækjendur. Eftir að yfirferð yfir ferilskrár var lokið voru mannauðsstjórar spurðir nánar út í ráðningar á innflytjendum í vinnu. Helstu niðurstöður greinarinnar eru að mannauðsstjórar virðast meðvitaðir um fordóma gagnvart einstaklingum frá Austur-Evrópu og setja ekki fyrir sig að ráða konu frá Litháen eða Póllandi í starf bókara. Mikilvægt er að undirstrika kynjaðar birtingarmyndir fordóma og hvernig niðurstöður gætu hafa verið aðrar ef um karlkyns umsækjendur hefði verið að ræða. Niðurstöður greinarinnar benda jafnframt til að fordómar á íslenskum vinnumarkaði birtast helst í kringum trúarbrögð, þ.e. sem andstaða við Íslam. Viðmælendur reyndu þó að aðskilja sig frá þessum fordómum með vísun til kynjajafnréttis. Einnig bendir rannsóknin til þess að varasamt sé að draga of skörp skil á milli starfsfólks með reynslu eða menntun (skilled) og fólks sem hefur litla reynslu eða menntun (unskilled). Niðurstöðurnar benda einnig til að reynsla umsækjenda sé að miklu leyti metin eftir uppruna. Það er, að reynslan skipti mun meira máli ef hennar var aflað á íslenskum vinnumarkaði.

The impact of soft lean practices on business performance: mediating role of customer satisfaction

Purpose Many firms have adopted different methodologies such as lean management to increase customer satisfaction. This is because they need to respond to customer demands for improved products and responsive service. This study aims to evaluate the influence of soft lean practices (SLP) on business performance in the service sector. Design/methodology/approach Out of 702 questionnaires distributed to various service companies in Zimbabwe, 260 valid responses were received. Structural equation modeling was used to assess the relationship among the factors of the proposed model. Findings The implementation of SLP leads to improvement in the business performance of the service companies. However, the impact of SLP on business performance is mainly indirect, mediated by customer satisfaction. Research limitations/implications The research focused on the implementation of SLP in the service industry of a developing country; hence, the results obtained may require further investigations before generalization to other countries with different sociocultural contexts is made. Originality/value Most previous studies focused mainly on the implementation of the technical lean practices in the manufacturing industry without properly acknowledging the importance of SLP. This research investigates the importance of SLP in the service sector and further explores the mediatory role of customer satisfaction on business performance. The findings also validate the service-profit-chain theory.

The Effect of Service Recovery and Situational Factors on Consumer Forgiveness

The purpose of this study is to (1) determine the effect of service recovery on consumer forgiveness, (2) determine the effect of situational factors on consumer forgiveness. The respondents of this research were 100 consumers of the Tirta Dharma Regional Drinking Water Company, Bengkulu City. The collected data was analyzed using multiple linear regression analysis. The results showed that service recovery has a positive effect on consumer forgiveness. That is, the better service recovery, the higher consumer forgiveness will be. Situational factors have a positive effect on consumer forgiveness. That is, the higher the situational factor of consumers the higher the consumer forgiveness. Implementing service recovery management is considered to have a significant impact on customer evaluation because customers tend to be more emotional when involved in service restoration than during the interactional time of service. When this is done well, a dissatisfied customer can become one of the most loyal customers who acts as public relations for the organization through word of mouth. Improve service quality so that the possibility of service failure can be avoided. With good service quality there will be a positive social environment talk of company services.

Tour and Travel Services Company Website Design with Enhanced Awareness of Transportation Safety

<p><em>Transportation safety is a critical aspect of the tour and travel industry. With increased focus on passenger safety and comfort, tour and travel companies must adopt information technology to enhance safety aspects. This article discusses the design and development of a tour and travel company website that is more safety-conscious, integrating important features such as NIK usage, passenger tracking, real-time notifications, and customer awareness education regarding safety. The design process employs the Analysis, Design, Development, Implementation, and Evaluation (ADDIE) methodology. In summary, the new features added to the booking system have greatly improved user satisfaction and operational efficiency for the company. The safety-conscious website has positively impacted passenger safety and comfort. Technologies like NIK integration, real-time tracking, and automatic notifications have made the service more reliable and user-friendly. However, there's still a need for better education on safety requirements for drivers and vehicles, as many users admit to lacking understanding in this area. Continued efforts to educate users transparently can enhance trust and safety in transportation services.</em></p>

International experience of partnership of private companies and special services in the interests of national security and its significance for Ukraine

The article is devoted to topical issues of national security. Its purpose is to justify the need to review approaches to the partnership of special services of Ukraine and private companies. The current state of threats to national security from the aggressor country is characterized within the scope of scientific research. Attention was drawn to the fact that after the attack of the Russian Federation on Ukraine, there were changes in the security paradigm and approaches to national security and the world system as a whole, and the need, in this connection, to find additional resources to counter the Russian Federation, to develop new effective models of organizing the activities of national special services by involving the potential and resources of non-state institutions in this activity. It was established that the effective partnership of special services and private enterprises in the interests of national security is a stable international practice, and in some cases, the only means of increasing the effectiveness of special services in conditions of shortage of personnel and resources, which meets the requirements of international and national legislation. The international experience of such a partnership is characterized using the examples of the “Griffin”, “ECSA – CERBERUS”, “ProtectUK” projects, as well as the activities of private intelligence and security companies. Prospective directions for strengthening the capabilities of Ukraine’s special services through partnership with private enterprises and their security structures are highlighted, including: creation of security platforms (educational and informational and communicative in nature); obtaining operationally significant information in the interests of ensuring state security both in the country and abroad, including its processing; assistance in the use of existing and development of new software products for the search and identification of persons who pose a threat to the state security of Ukraine, the recording of their criminal activities, etc.; carrying out analytical studies, summarizing a large array of data in the interests of national security; personnel training for work in modern conditions, including using the latest technologies. The need for clear legal regulation of the rights and obligations of the parties to such a partnership is emphasized.