Online Services Research Articles

‘Do not be Deteriorated by service failures, Learn from them and start managing it’: Conditions and mechanisms for managing online service failures

Online consumers rely on two hospitality channels, direct websites and online travel agents (OTAs), to search for and book hospitality services. Although these online service channels improve service delivery efficiency, service failures have become common and unavoidable. Although online service failures and recovery efforts have received significant research attention, studies have ignored whether customer evaluations following a service failure differ based on the type of failure (informational, functional, or system) occurring in different online service booking channels (direct or OTA). Additionally, despite the significance of customer participation in service recovery, no research has examined the suitability of different recovery types based on varying levels of customer participation, such as firm, joint, and customer recovery. Thus, utilising three between-subjects experiments, this study demonstrated that information failures are more detrimental in a direct channel, whereas functional failures are more harmful to OTAs. However, system failures affect both platforms equally. The results also revealed that firm recovery is most appropriate when an information failure occurs in a direct channel. Joint recovery is suitable for functional failures in OTAs, while customer recovery is sufficient to rectify system failures. Finally, customer expectations (outcome, process, and cost) drive these positive outcomes. This research offers unique contributions to the literature and managerial practice on online service failure and recovery.

Komunikasi Inovasi Jasa Raharja Cabang Riau Dalam Mengimplementasikan Pelayanan Santunan Online Korban Kecelakaan Di Kota Pekanbaru

Innovation communication is a way of conveying the discovery of new ideas to society so that social change occurs. A new innovation that is a solution to Jasa Raharja services which is caused by the high number of accidents in Pekanbaru City. In-person support services take a lot of time and take a long time, online updates make it easier for users of these support services. This research aims to analyze the communication innovation of raharja services in implementing online compensation services for accident victims in Pekanbaru city. This research uses qualitative research methods, with data collection techniques using interviews and analyzing the media used in the innovation diffusion process. As for determining research subjects, a purposive technique was used with five informants, then the data analysis technique used Miles and Huberman data analysis techniques which included data collection, data reduction, data presentation and conclusion drawing. This research uses Rogers and Shoemaker's theory of diffusion of innovation. This theory examines messages in the form of new ideas or thoughts, which cause social change.From the research results, this innovation communication has 4 stages, namely. In this research it can be concluded based on the results of the analysis using Roger's theory which has 4 points, This innovation distribution explains that the involvement of communicators provides information in the form of socialization in the form of a content that states information about how to claim or submit compensation from Jasa Raharja. A communicator does not only work alone, this communicator is the Head of Public Relations, Jasa Raharja, who works together with the compensation service staff to collaborate with the community to make it easier and more affordable. With new innovations, since 2009, compensation services for accident victims have gone from conventional forms to online services. This communication channel uses social media, namely in the form of Instagram and Tik Tok, then uses print media, television media and radio media. By implementing the Innovation Division, it has made progress, but of course there are still new innovations, of course this is influenced by factors that hinder the establishment of this innovation, one of which is awareness. The awareness of users or local people who use vehicles in traffic, whether land, sea or air, of course they do not have awareness.

Enhancing SFC Placement with Parallelized Functions in MEC Using Deep Reinforcement Learning

This study presents an innovative architecture leveraging Deep Reinforcement Learning (DRL) to optimize online service delivery in Mobile Edge Computing (MEC) networks. Our proposed method, the DRL-based dynamic Service Function Chain (SFC) placement with parallelized Virtual Network Functions (VNFs), aims to maximize Long-Term Cumulative Reward (LTCR). By parallelizing VNFs, our approach achieves computational acceleration, enhancing the efficiency of online service provisioning. Furthermore, we enhance future request processing capabilities by extracting the distribution of initialized VNFs. Through comprehensive simulations, our proposed architecture demonstrates a notable improvement, with approximately a 9.5% increase in the average number of accepted requests.

Online food delivery services and unceasing behavioural intention: An assessment for integrating expectation-confirmation and technology acceptance models

The coronavirus disease (COVID-19) quarantine restrictions led to significant changes in the food industry's delivery methods, with a notable rise in online food delivery services (OFDS). This increase necessitates a deeper understanding of the factors influencing the continued use of these services. This study investigates the relationships between perceived ease of use, perceived usefulness, satisfaction, confidence, trust, and continuous intention to use OFDS applications among young consumers in Kazakhstan. An integrated model based on expectation-confirmation and technology acceptance models, incorporating the habit of online shopping as a moderator, was used. Data was collected from 433 respondents with prior OFDS experience and analyzed using Smart PLS 4.0. The results show positive correlations between perceived ease of use, perceived usefulness, satisfaction, confidence, trust, and the continuous intention to use OFDS among young Kazakhstani consumers. Additionally, the study confirms the moderating role of online shopping habits in the relationship between satisfaction and trust and the continuous intention to use OFDS. These findings offer valuable insights for companies in the online food delivery sector, highlighting key factors that can enhance managerial and IT strategies to boost revenues and foster sustained use of OFDS applications.

Review to Identify Adequate Data Analytic Frameworks for Managing Cloud Computing Resource Allocation

Organizations need to understand the importance of resource allocation and traffic forecasting for cloud computing more than ever because of the increasing demand for online services, data storage and remote work, which makes it challenging to estimate traffic and distribute resources. In cloud computing, there is still opportunity for increasing the model's forecast accuracy. The more accurate the traffic flow, the better the resource allocation. Therefore, this study investigate the adequate data analytic frameworks for managing cloud computing resource allocation in the organisation, According to the findings, six technique were used just for prediction, while one was utilized solely for resource allocation. In this sense, cloud computing resource allocation and prediction may be achieved by combining several techniques.this paper contributes the review to identify adequate data analytic frameworks for managing cloud computing resource allocation.

A Secret Shopper Study of Language Accessibility of Community-based Behavioral Health Services for Children in Families Who Speak Spanish and English

To compare outpatient behavioral health scheduling for children in Spanish-speaking families in Pennsylvania with that for children in families who speak English. We made paired English and Spanish telephone calls to outpatient behavioral health facilities using a standardized script, describing a simulated, stable, Medicaid-insured child. Facilities were identified using the Pennsylvania Department of Human Services Online Provider Directory for Mental Health and Substance Abuse Services, which had 288 outpatient facilities with non-duplicate telephone numbers. An English-language caller following a script made up to two call attempts per facility from December 2019 through February 2020. The 126 facilities that did not answer the phone, accept Medicaid, or see children were removed. A Spanish-language caller then made up to two scripted call attempts to the 162 remaining facilities. The primary outcome was whether the facility tried to schedule an appointment for the simulated adolescent. 125 facilities answered both English- and Spanish-language calls. For the English-language caller, 71% of facilities attempted to schedule an appointment and 100% communicated in the caller's preferred language. For the Spanish-language caller, 24% attempted to schedule an appointment (P<0.001) and 25% communicated in the caller's preferred language (P<0.001). Among outpatient behavioral health facilities for Medicaid-insured children in Pennsylvania, there were inequities in access to appointments for families who speak Spanish compared with English. This a modifiable barrier to care. Community-based behavioral health care for children should strengthen language access training, contracting, and oversight.

Prediction of accessibility testing using a generalized linear model for e-government

Using the United Nations’ Online Services Indicator (OSI) as a benchmark, the study analyzes Jordan’s e-government performance trends from 2008 to 2022, revealing temporal variations and areas of discontent. The research incorporates diverse testing strategies, considering technological, organizational, and environmental factors, and aligns with global frameworks emphasizing usability, accessibility, and security. The proposed model unfolds in three stages: data collection, performing data operations, and target selection using the Generalized Linear Model (GLM). Leveraging web crawling techniques, the data collection process extracts structured information from the Jordanian e-government portal. Results demonstrate the model’s efficacy in assessing accessibility and predicting web crawler behavior, providing valuable insights for policymakers and officials. This model serves as a practical tool for the enhancement of e-government services, addressing citizen concerns and improving overall service quality in Jordan and beyond.

Online Medical Consultation Service-Oriented Recommendations: Systematic Review.

Online health communities have given rise to a new e-service known as online medical consultations (OMCs), enabling remote interactions between physicians and patients. To address challenges, such as patient information overload and uneven distribution of physician visits, online health communities should develop OMC-oriented recommenders. We aimed to comprehensively investigate what paradigms lead to the success of OMC-oriented recommendations. A literature search was conducted through e-databases, including PubMed, ACM Digital Library, Springer, and ScienceDirect, from January 2011 to December 2023. This review included all papers directly and indirectly related to the topic of health care-related recommendations for online services. The search identified 611 articles, of which 26 (4.3%) met the inclusion criteria. Despite the growing academic interest in OMC recommendations, there remains a lack of consensus among researchers on the definition of e-service-oriented recommenders. The discussion highlighted 3 key factors influencing recommender success: features, algorithms, and metrics. It advocated for moving beyond traditional e-commerce-oriented recommenders to establish an innovative theoretical framework for e-service-oriented recommenders and addresses critical technical issues regarding 2-sided personalized recommendations. This review underscores the essence of e-services, particularly in knowledge- and labor-intensive domains such as OMCs, where patients seek interpretable recommendations due to their lack of domain knowledge and physicians must balance their energy levels to avoid overworking. Our study's findings shed light on the importance of customizing e-service-oriented personalized recommendations to meet the distinct expectations of 2-sided users considering their cognitive abilities, decision-making perspectives, and preferences. To achieve this, a paradigm shift is essential to develop unique attributes and explore distinct content tailored for both parties involved.

PENERAPAN PRINSIP GOOD GOVERNANCE DALAM PELAYANAN ONLINE SINGLE SUBMISSION DI DINAS PENANAMAN MODAL DAN PELAYANAN TERPADU SATU PINTU KABUPATEN NGANJUK

DPMPTSP Nganjuk Regency in improving quality services by being a pioneer in implementing an online service licensing system. The Online Single Submission (OSS) system was launched because the registration and permit application process can be done online, reducing bureaucracy and speeding up the licensing process and it is hoped that this will create a more conducive and highly competitive business environment. The success of OSS reflects a consensus between government, society and the private sector to achieve good governance. This research aims to determine and analyze the implementation of good governance and the driving factors as well as inhibiting factors in the implementation of good governance principles in the Nganjuk Regency Investment and One-Stop Integrated Services Service. Qualitative research methods. Data collection techniques include observation, interviews and documentation. The data analysis technique uses data analysis by Miles Huberman, &amp; J. Saldana in Sugiyono (2018). The research results are based on indicators of the application of good governance principles according to Sedarmayanti (2013), namely optimal accountability, optimal transparency, participation that is not optimal, and the rule of law is quite optimal.

Evaluating Samarinda City's Sub-district Digitalization Policy for Enhanced Public Services

General Background: The rapid advancement of digital technology has significantly impacted public service delivery, with governments worldwide exploring digital transformation to enhance administrative efficiency and public engagement. Specific Background: In Samarinda City, the implementation of a digitalization trial program in sub-districts has been undertaken to address the existing dissatisfaction among the public with conventional public services. Knowledge Gap: While digitalization is presumed to improve service efficiency and accessibility, empirical evidence on its effectiveness, particularly at the sub-district level, remains sparse. Aims: This study aims to evaluate the policy of the digitalization trial program in Samarinda City's sub-districts, focusing on its capacity to improve service quality and its broader impacts on public administration. Results: The findings reveal significant enhancements in service efficiency and user satisfaction, marked by a decrease in physical visits to sub-district offices as residents increasingly access services online. Novelty: This research contributes to the understanding of digital transformation at a micro-administrative level, a less explored area in digital governance studies. Implications: The successful implementation of the digitalization program in Samarinda City suggests potential scalability to other regions, highlighting the importance of strategic planning and continuous training to realize the benefits of digital governance fully. Highlights: Efficiency Gains: Reduced physical visits signify increased service efficiency. User Satisfaction: Digital services improved accessibility and speed, enhancing satisfaction. Scalability: The program's success highlights its potential for broader application, requiring strategic planning and continuous training. Keywords: E-Government, Digitalization Program Policy, Community Services

Operando pair distribution function analysis of nanocrystalline functional materials: the case of TiO2-bronze nanocrystals in Li-ion battery electrodes.

Structural modelling of operando pair distribution function (PDF) data of complex functional materials can be highly challenging. To aid the understanding of complex operando PDF data, this article demonstrates a toolbox for PDF analysis. The tools include denoising using principal component analysis together with the structureMining, similarityMapping and nmfMapping apps available through the online service 'PDF in the cloud' (PDFitc, https://pdfitc.org/). The toolbox is used for both ex situ and operando PDF data for 3 nm TiO2-bronze nanocrystals, which function as the active electrode material in a Li-ion battery. The tools enable structural modelling of the ex situ and operando PDF data, revealing two pristine TiO2 phases (bronze and anatase) and two lithiated Li x TiO2 phases (lithiated versions of bronze and anatase), and the phase evolution during galvanostatic cycling is characterized.

Algorithmic Intrusion: The Erosion of Personal Privacy in Digital Age

In the era of global electronicization, the digital transformation of communication technology has led to the widespread collection and storage of personal information in the databases of online services, raising concerns about personal privacy. Companies use algorithms to collect and analyze this data and effectively predict user behavior to optimize services and drive profit growth. However, with the rapid development of the data economy and the increase in the scale of data collection, it has become increasingly difficult for the media to manage privacy, the boundaries of personal privacy have gradually blurred, and the public's concerns about privacy have also increased. This paper will take algorithms, the primary driving force of the data economy, as the starting point to analyze how algorithms invade personal privacy through recommender systems, advertising target, and social media functions, and how they use this private data to influence users' perceptions and behaviors.

Possibilities of software integration as a telemedicine solution

The development of digital technologies makes it possible to increase the number of ways to provide pharmaceutical care, and therefore its accessibility. One of the key directions of this development is telepharmacy, the use of which is relevant both abroad and in Russia. The experience of implementing telepharmacy services differs in various countries. In our country, services such as remote ordering of medicines and remote consulting with a pharmaceutical specialist are particularly developed. The article analyzes mobile applications and websites of online services for remote ordering and delivery of medicines.

The Influence of Mobile Application User Experience, Service Quality, and Social Interaction on Customer Satisfaction Quantitative Research in the Online Service Industry

The Influence of Mobile Application User Experience, Service Quality, and Social Interaction on Customer Satisfaction Quantitative Research in the Online Service Industry

The elements of end-of-life care provision in paediatric intensive care units: a systematic integrative review

BackgroundDeaths in paediatric intensive care units (PICUs) are not uncommon. End-of-life care in PICUs is generally considered more challenging than other settings since it is framed within a context where care is focused on curative or life-sustaining treatments for children who are seriously ill. This review aimed to identify and synthesise literature related to the essential elements in the provision of end-of-life care in the PICU from the perspectives of both healthcare professionals (HCPs) and families.MethodsA systematic integrative review was conducted by searching EMBASE, CINAHL, MEDLINE, Nursing and Allied Health Database, PsycINFO, Scopus, Web of Science, and Google Scholar databases. Grey literature was searched via Electronic Theses Online Service (EthOS), OpenGrey, Grey literature report. Additionally, hand searches were performed by checking the reference lists of all included papers. Inclusion and exclusion criteria were used to screen retrieved papers by two reviewers independently. The findings were analysed using a constant comparative method.ResultsTwenty-one studies met the inclusion criteria. Three elements in end-of-life care provision for children in the PICUs were identified: 1) Assessment of entering the end-of-life stage; 2) Discussion with parents and decision making; 3) End of life care processes, including care provided during the dying phase, care provided at the time of death, and care provided after death.ConclusionThe focus of end-of-life care in PICUs varies depending on HCPs’ and families’ preferences, at different stages such as during the dying phase, at the time of death, and after the child died. Tailoring end-of-life care to families’ beliefs and rituals was acknowledged as important by PICU HCPs. This review also emphasises the importance of HCPs collaborating to provide the optimum end-of-life care in the PICU and involving a palliative care team in end-of-life care.

Analyzing the Influential Strategy on Getting out of Trouble after the COVID-19 Epidemic

Burberry encountered challenges within the COVID-19 pandemic, resulting in a substantial decline in company revenue. Burberry launched a range of aggressive actions in response to the outbreak, aiming to swiftly address the crisis. This essay examines the phenomenon of Burberry's swift rebound during the COVID-19 pandemic and explores the factors contributing to its speedy comeback. Burberry was able to swiftly overcome its difficulties by implementing a logo transformation strategy. This article provides recommendations for luxury firms to modify their logos in order to cater to the preferences of affluent consumers. An effective social media strategy led to Burberry's swift recovery. Therefore, it is suggested that luxury firms should offer customized online services. Burberry's effective digital strategy is a primary factor in its successful resolution of difficulties. Given this rationale, the paper proposes that luxury brands should create a digital platform. This article explores strategies for luxury brands to overcome challenges and increase their commercial worth.

Retraction Note: Development of english translation online teaching system and service function improvement based on image segmentation algorithm

Retraction Note: Development of english translation online teaching system and service function improvement based on image segmentation algorithm

Integrated Quality of Service for Offline and Online Services in Edge Networks via Task Offloading and Service Caching.

Edge servers frequently manage their own offline digital twin (DT) services, in addition to caching online digital twin services. However, current research often overlooks the impact of offline caching services on memory and computation resources, which can hinder the efficiency of online service task processing on edge servers. In this study, we concentrated on service caching and task offloading within a collaborative edge computing system by emphasizing the integrated quality of service (QoS) for both online and offline edge services. We considered the resource usage of both online and offline services, along with incoming online requests. To maximize the overall QoS utility, we established an optimization objective that rewards the throughput of online services while penalizing offline services that miss their soft deadlines. We formulated this as a utility maximization problem, which was proven to be NP-hard. To tackle this complexity, we reframed the optimization problem as a Markov decision process (MDP) and introduced a joint optimization algorithm for service caching and task offloading by leveraging the deep Q-network (DQN). Comprehensive experiments revealed that our algorithm enhanced the utility by at least 14.01% compared with the baseline algorithms.

Customer Satisfaction and Service Quality in Online Banking - A Dual Challenge

The main aim of this paper is to find out the relationship between the customer satisfaction and service quality. how the customer are satisfied by the quality service provided by the providers ,they should fill the gap between the expectation and perceptions of services regarding the online financial services. For this study convenient sampling is used ,data was collected from 100 respondents where as percentage method considered for this analysis. finally the results shows that the customers are highly satisfied with services of the online banking sector The allover satisfaction of the customers mainly are continues improvement for quality service, easy to access the website, more on saving time is high factor of satisfied ,even though the services are very advanced but there is some dissatisfaction regarding security, and charges for using online services

Mapping the Impact of Consumer Online Service Experience on Online Impulse Buying Behaviour

Managers of e-commerce platforms and online retail stores have noticed a connection between the consumer online service experience (COSE) and the inclination to engage in online impulse buying behaviour (OIBB). Previous research has shown that COSE can influence OIBB, but the specific relationships between the emotional and utilitarian dimensions require further investigation. This study aims to fill this gap by examining how attitudinal loyalty serves as a mediator between COSE and OIBB. A survey-based quantitative methodology was employed to gather data on the attitudes and behaviours of 1,504 online shoppers. The collected data were analysed using structural equation modeling, revealing a positive relationship between the examined COSE factors and OIBB, with attitudinal loyalty acting as a mediator. Although the regional biases and cross-sectional nature of the study are limitations, the results are generally applicable. However, future research utilizing a longitudinal approach and a broader geographic sample would provide valuable insights.