Service Technology Research Articles

Application of the Program-Targets Method in the Formation of the Advanced Development Strategy of the Modern Library

The coming era of digital transformation, from the point of view of the consumer of information services, has a dual character. On the one hand, there is an excess of information, and on the other hand, its absence in the form ready for adequate perception by the vast majority of citizens. The ongoing «information overload» causes the effect of reducing the motivation to use information, which entails the closure of libraries and the reduction of the library stock. Integrating modern technologies into library activities, providing the relationship between the physical and virtual worlds, will bring the library to a completely new level of relationships with readers and significantly increase the efficiency of information use. The article deals with the issues of innovative activities of the library, aimed at developing and implementing the provisions of the digital development strategy, which provides for digital transformation, which implies a significant increase in efficiency through the introduction of new user service technologies. It is substantiated that the methodology of Academician V. L.Kvint, according to which strategy is defined as a system of search, formulation and development of doctrine, which ensures long-term success with its consistent and complete implementation; in accordance with the stated principles of strategizing, the scheme for developing a strategy for the advanced development of a modern library is formalized and described. It is shown that the methodology of program-target management makes it possible to synchronize the process of strategizing with the processes of «substantiating goals in terms of their achievability in time and consistency with resource capabilities», such synchronization is provided by the logical scheme of the method: «goals — ways to achieve — means», in accordance with which the goals set for the digital development of the object of strategizing are implemented by a set of organizational and technical measures provided with the resources required for this.

Multi‐item unidimensional measurement scale construct: Perceived hygiene development (pHd)

AbstractThe recent COVID‐19 pandemic experience intensified the significance of hygiene in the service industry. It is crucial to measure how service practice adaptations and technology adoptions in servicescapes have been perceived by customers regarding hygiene in the post‐COVID‐19 era. However, the extant hygiene scales do not serve the purpose to measure hygiene contributions of technology‐specific and service practice‐specific changes. Thus, the purpose of this research was to develop a multi‐item unidimensional perceived hygiene construct. Sequential mixed‐methods research (Qual‐Quan) was employed. Participants were sampled among restaurant patrons. A four‐item perceived hygiene development (pHd) construct was successfully developed. Hospitality and service researchers and practitioners can utilize this scale to measure perceived hygiene improvements of particular technology adoptions and service practice adaptations in service settings.

A data security scheme based on EEG characteristics for body area networks.

Body area network (BAN) is a body-centered network of wireless wearable devices. As the basic technology of telemedicine service, BAN has aroused an immense interest in academia and the industry and provides a new technical method to solve the problems that exist in the field of medicine. However, guaranteeing full proof security of BAN during practical applications has become a technical issue that hinders the further development of BAN technology. In this article, we propose a data encryption method based on electroencephalogram (EEG) characteristic values and linear feedback shift register (LFSR) to solve the problem of data security in BAN. First, the characteristics of human EEG signals were extracted based on the wavelet packet transform method and as the MD5 input data to ensure its randomness. Then, an LFSR stream key generator was adopted. The 128-bit initial key obtained through the message-digest algorithm 5 (MD5) was used to generate the stream key for BAN data encryption. Finally, the effectiveness of the proposed security scheme was verified by various experimental evaluations. The experimental results showed that the correlation coefficient of data before and after encryption was very low, and it was difficult for the attacker to obtain the statistical features of the plaintext. Therefore, the EEG-based security scheme proposed in this article presents the advantages of high randomness and low computational complexity for BAN systems.

Development of a medium/long-haul reference aircraft

For the evaluation of future aircraft architectures or novel technologies, a well-understood and sound reference to compare to is essential to prove the impact of intended changes. A reference aircraft serves as a basis for calibration of the aircraft and is used as a starting point for subsequent investigations, sensitivity studies or optimizations. The prime need for such a reference arose from the European Clean-Sky-2 project HLFC-Win (Hybrid Laminar Flow Control—Wing), where no industrial reference data for a conventional aircraft were available. The project investigates a HLFC system integrated into the wing aiming to reduce the wing drag and consequently reducing the fuel consumption. Therefore, this paper presents the D300-XRF1 designed by DLR, which is based on the AIRBUS research aircraft XRF1 (eXternal Research Forum). It is intended to be used as a reference aircraft database representing aircraft for medium- and long-range missions. A variable fidelity multidisciplinary design analysis and optimization (MDAO) aircraft design environment is set up to provide a consistent estimate of the geometry, mass breakdown, propulsion system, aerodynamics and aircraft performance. A conceptual aircraft design tool is utilized in the aircraft design environment to initialize the process, and higher-fidelity modules are used to enhance the results. The presented results describe the overall aircraft characteristics of the D300-XRF1 based on 2010 entry into service technology level and is offered to be used as a reference within the aviation research community, hopefully reducing similar design efforts in other research projects.The aircraft operates at a design cruise Mach number of 0.83, has a design range of 5500 NM and transports a payload of 31.5 t (300 PAX at 105 kg/PAX). The D300-XRF1 serves as a consistent reference aircraft database and provides a holistic overview of the aircraft’s performance that has been presented to and approved by AIRBUS. Therefore, this reference aircraft design can be used for future studies and to assess new technologies on a sophisticated level.

A Study on the Effect of Quality Factors of Smartphone 5G Technology on the Reliability of Information and Communication Policy

This paper analyzes the effect of the characteristics of 5G services on users' continuous intention to use, focusing on the technology acceptance model. With the start of the fourth industrial revolution in the 21st century, 5G is the best technology used in the Internet of Things, high-speed information and communication, artificial intelligence, big data, autonomous vehicles, virtual reality, augmented reality, robots, nanotechnology, and blockchain. The technical characteristics of 5G ultra-high-speed information communication are represented by ultra-high speed, ultra-high capacity, ultra-low delay, and ultra-high connectivity. 5G mobile communication technology is essential, and after the technology provided by 5G services is commercialized, it can play all its roles as a practical core new growth engine. 5G mobile communication (hereinafter referred to as 5G) is far superior to LTE, which is a 4G mobile communication, in terms of transmission speed, waiting time, and terminal capacity. 5G service is not just an axis of the process of developing mobile communication technology, but also the creation of innovative corporate value of technology. This is because higher network quality and innovation with 5G service technology will improve perceived usability, perceived ease of use, and perceived entertainment, which will ultimately have a positive impact on users' intention to use 5G services. Therefore, due to the lack of investment in information and communication bases, platforms, and applications, this paper can be used as the basis for establishing government policies.

Analysis of Key Factors for Green Supplier Selection: A Case Study of the Electronics Industry in Vietnam

In recent years, green supply chain management (GSCM) and green supplier selection (GSS) have become significant trends and have received increasing attention around the globe and in Vietnam. This research aimed to explore the key factors for GSS in the case of the electronics industry in Vietnam. Modified Delphi and analytic hierarchy process (AHP) methods were used to determine the factors and measure their importance, with data collected from experts in Vietnam’s electronics industry. According to the analytical results, the ranking of importance of five dimensions for selecting green suppliers was product quality, cost and service performance, environmental management, technology capability, and supplier risks. Key factors for GSS included the capability of handling abnormal quality, product price, quality assurance, quality-related certificates and lead time. These research findings could help electronics companies in Vietnam and other developing countries to make strategic decisions when selecting suppliers and offer guidance for suppliers on increasing their competitive advantages. Additionally, this study provides a comprehensive overview picture of environmental management and GSCM implementation to the government.

Friend, mentor, lover: does chatbot engagement lead to psychological dependence?

PurposeThe purpose of this study is to explore customer-artificial intelligence (AI) service technology engagement and relationship development drivers, as well as potential negative consequences in the context of social chatbots.Design/methodology/approachA sequential mixed-method approach combined exploratory qualitative and confirmatory quantitative analyses. A conceptual model developed from Study 1 qualitative content analysis of in-depth interviews with active users of the AI social chatbot Replika was tested in Study 2 by analyzing survey data obtained from current Replika users.FindingsLoneliness, trust and chatbot personification drive consumer engagement with social chatbots, which fosters relationship development and has the potential to cause chatbot psychological dependence. Attachment to a social chatbot intensifies the positive role of engagement in relationship development with the chatbot.Originality/valueThis study was the first to combine qualitative and quantitative approaches to explore drivers, boundary conditions and consequences of relationship and dependence formation with social chatbots. The authors proposed and empirically tested a novel theoretical model that revealed an engagement-based mechanism of relationship and dependence formation with social chatbots.

A SUSTAINABLE BUSINESS PROFIT THROUGH CUSTOMERS AND ITS IMPACTS ON THREE KEY BUSINESS DOMAINS: TECHNOLOGY, INNOVATION, AND SERVICE (TIS)

Purpose – This research examines and investigates the importance of sustainable business profit through customers and its impacts on three key business domains: technology-innovation-service (TIS). The main goal was to see what were the interrelationships of business-consumers and consumers-business analysis to have a sustainable profit based on the models: Innovation and Growth Teams (IGT), Innovative Customer Relationship Management (ICRM), Business-to-Consumer (B2C), Customer Service and Support (CSS), Customer Service Technology (CST), and Multidimensional Scaling model (MDS) or the factors (F1–F14). Were these factors important to businesses and which variables had the greatest impact on sustainable profit through consumer evaluation during purchase? Research methodology – This research was carried out on manufacturing, service, and distribution businesses (consumer-business analysis) and consumers (business-consumer analysis) in 200 businesses and consumers, through the completion of the online questionnaire and the meeting with the business managers, considering the same variables during the period (2019–2022). The data processing was done through (SPSS Statistics 23) using tests and econometric analysis (descriptive, factorial, reliability, multiple regression, and multidimensional scaling analysis) the model shows that all factors have great effects on sustainable business profit through consumers. Findings – However, it is suggested that of great importance for a sustainable business profit through customers are: the behavior of workers and staff, handling requests faster, business support before and after purchase, providing information applications (discount, usage, term of the expiration date, product content, payment methods as well as the provision of transport by the business for consumers. Research limitations – The limitations of this research are only a certain number of variables, years, and the number of businesses, but for other analyses and research, researchers can take a larger number of variables, businesses, and/or countries using the same models. Practical implications – Based on the above questions, it was confirmed that a (TIS) through models will make the profit even more stable by strengthening the position of businesses in the market against their competitors. So, in this case there are still practical implications in three key business domains (TIS) technology, innovation, and services. Therefore, businesses should pay attention to these findings to have a sustainable business profit. Originality/Value – Research related to sustainable profit through consumers considering three key business domains technology, innovations, and services (TIS) has not been analyzed earlier in terms of consumers as buyers and businesses as providers of products and services.

Technostress and hotel guests: A mere hurdle or a major friction point?

The implementation of hospitality service technology is rapidly growing. Although there are practical, economic, and experiential benefits of these technologies, the increased adoption of service technologies such as mobile keys, and check-in kiosks can introduce friction points for the hotel guests. Technostress is stress induced by the usage of technology and this study is among the first to apply this notion to consumer behavior. Based on the transactional model of stress and coping, and social cognitive theory, this study examined the effects of technostress on hotel guests by using a mixed-method approach comprised of three sequential phases. A qualitative examination of guest experiences with hotel technology indicated Wi-Fi, hotel apps, and smart TVs to be the most prominent stress-inducing technologies. These technologies were also associated with four technostressors: techno-overload, techno-invasion, techno-complexity, and techno-uncertainty. Quantitative examination showed significant relationships between technology self-efficacy, one's locus of control, and technostress; additionally, technostress was shown to significantly impact guest satisfaction. The findings of this study extend technostress literature beyond workplace applications and into consumer behavior.

The Role of Innovation and Branding on Enterprise Sales Growth in Transition Countries

The aim of the study is to assess the role of innovation and branding on enterprise sales growth in transition countries with Kosovo being the case study for the research. The CEO of 300 business enterprises from diverse business sector were interviewed alongside other staff such as human resource managers, sales and marketing managers, and financial managers. The study revealed that service delivery, technology, business model, branding, and age of entrepreneur were significant factors. The result of the study indicates that innovation and branding have a significantly positive effect on enterprise sales growth. The research concluded by noting that brand awareness must constantly maintained through international product advertising and engaging in promotional activities to raise awareness of the product, so as to have a competitive chance of survival in the local and international market. Technological advancement should be welcomed as it forms the foundation of the initiation of innovation in business enterprises.
 
 
 Received: 14 February 2023 / Accepted: 19 April 2023 / Published: 5 May 2023

Technology and application of industrial big data-driven intelligent design manufacturing and service for nuclear power equipment

Technology and application of industrial big data-driven intelligent design manufacturing and service for nuclear power equipment

Knowledge enhancement BERT based on domain dictionary mask

Semantic matching is one of the critical technologies for intelligent customer service. Since Bidirectional Encoder Representations from Transformers (BERT) is proposed, fine-tuning on a large-scale pre-training language model becomes a general method to implement text semantic matching. However, in practical application, the accuracy of the BERT model is limited by the quantity of pre-training corpus and proper nouns in the target domain. An enhancement method for knowledge based on domain dictionary to mask input is proposed to solve the problem. Firstly, for modul input, we use keyword matching to recognize and mask the word in domain. Secondly, using self-supervised learning to inject knowledge of the target domain into the BERT model. Thirdly, we fine-tune the BERT model with public datasets LCQMC and BQboost. Finally, we test the model’s performance with a financial company’s user data. The experimental results show that after using our method and BQboost, accuracy increases by 12.12% on average in practical applications.

Determination of Loyalty Through Mediation of Patient Satisfaction at Indriati Boyolali Hospital

This study aims to reveal the influence between CRM, SST, customer satisfaction and loyalty variables with the mediation of patient satisfaction in outpatients of Indriati Boyolali Hospital. This research used a quantitative descriptive approach—data collection using questionnaires, observations and documentation. The research location was Indriati Boyolali Hospital which is located at Jl. Raya Boyolali-Semarang No.KM. 02, Mojosngopermai, Mojosongo, Boyolali District, Boyolali Regency, Central Java. In conducting this study, the time needed was six months, and the sample of respondents was 230 outpatients at Indriati Boyolali Hospital. Some of the following conclusions Customer relationship marketing affects patient loyalty. Customer Relationship Marketing affected Patient Satisfaction. Self Service Technology affected Patient Loyalty, Self Service Technology affected Patient Satisfaction, Patient Satisfaction affected Patient Loyalty, and Patient Trust as an Intervening Variable did not affect patient loyalty. Customer Relationship Marketing affected patient commitment with patient satisfaction mediation. Self Service Technology affected patient loyalty with patient satisfaction mediation.

Modeling and dynamic analysis of a robotic arm with pneumatic artificial muscle by transfer matrix method

Pneumatic artificial muscle (PAM) has attracted significant attention owing to its safe and compliant physical properties in industrial manipulators, along with advanced service technologies. Since PAM is prone to large deformation problems, actuation control, and dynamic identification is required to perceive considering precise and fast computation. This article presents a methodology for accurate dynamic modeling and analysis of a planar robotic arm in the presence of large deformations caused by the artificial muscle. This novel planar robotic arm with pneumatic actuation and spring loaded in an antagonistic form is designed and fabricated. This article deals with the displacement analysis of a new type of PAM-actuated mechanism for large deformation. The aim is to find an accurate mathematical model of this robotic arm with motion nonlinearity. Since vibration can be generated in the articulating operations according to the dynamic behavior of PAM, a transfer-matrix method is proposed to explore the effect of flexibility undergoing planar flexural deformation. An explanation of the procedure through presenting its general formulation is employed to experiment. The discrete method is analyzed beside the rich datasets generated for actuator identification in the preliminary experimental study. The transfer matrices are determined considering the flexibilities whereas results are verified using MSC.ADAMS©. Experimental validation and numerical modeling confirm that the presented modeling methods help to improve the performance of the pneumatic muscle drives in high-precision manipulators. This study leaves room for further development of this algorithmic framework with a more complicated mechanism with soft pneumatic network actuators for various designs.

Tipping, Disrupted: The Multi-Stakeholder Digital Tipped Service Journey

The shift from analog to digital point-of-sale systems (e.g. Square) and app-based service platforms (e.g. Uber) disrupted frontline services by creating new tipping processes that occur in an ever-expanding range of service contexts and involve new stakeholders. The increasing importance of tipping in the global economy and the uncertainty regarding tipping practices suggest the need for a comprehensive framework that accounts for evolving tipped service networks. We introduce the multi-stakeholder service journey lens to build a conceptual framework that accounts for the competing interests of customers, employees, frontline service managers, technology providers, and other stakeholders in emergent tipped services. This framework examines interactions between stakeholders at different points along the tipped service journey, while accounting for the technologies and contexts that shape stakeholder interactions and the sometimes divergent outcomes that result. Stakeholder interactions at each stage of the tipped service journey suggest theoretically rich research questions, such as “How do digital tipping technologies diffuse into and realign cultural practices?”, and important practical questions, such as “Which tip request framing and formatting choices result in the highest tips, most customer satisfaction, and optimum employee outcomes?” Our conclusion emphasizes the importance of multi-stakeholder service journey perspectives for examining digitally disrupted services.

How does the learning environment support vocational student learning of domain-general competencies?

Studies and policy reports worldwide argue that a modern employee must possess domain-general competencies to become employed. However, competency studies within upper-secondary initial vocational education and training are scarce. Therefore, this study aimed to scrutinise this topic and examined how the experienced learning environment contributes to student learning of competencies. Study participants were students in automotive engineering, mechanical and metal engineering, electrical and automation engineering and building service technology. The data were collected with an online questionnaire and analysed statistically using structural equation modelling. The research findings indicate firstly that eight competency domains could be recognised: work organisation, cooperation ability, professional attitude, problem solving, willingness to learn, active listening, empathy and assertiveness. Secondly, students’ experienced learning environment was characterised by social support and recognition provided by educators, equal treatment between students and a positive climate for learning. Thirdly, the quality of the experienced learning environment contributed to learning of competencies. The research findings enhance the scientific and societal discussion about vocational graduate competencies and to what extent the experienced learning environment contributes to the learning of competencies.

Web service discovery approach: application in e-healing domain

The main objective of today's companies is to cope with rapid changes in the environment. For this, they must ensure the integration and interoperability of their applications. To manage and automate the life cycle of these applications, companies are adopting web services technology. The current problem is that the content of these web services cannot be processed automatically. Only humans can interpret its contents. The semantic web is a new vision of the web that promises to overcome this difficulty. The goal of this technology is to automate the retrieval, assembly, and selection of web services. In this post, we are interested in semantic detection of web services. The main problem is automatically discovering web services on request from clients. Against this background, we first describe the principle of the proposed detection mechanism and then present the designed matchmaking algorithm. Finally, we implement our proposed method. To verify our work, we run tests against various user requests and web service panels. As part of a case study, we consider an online hospital problem. This problem is a typical web service discovery scenario to which the concepts of our method are applied.

The Influence of Self Service Technology, Customer Intimacy and Customer Delight on Customer Lotalty With Customer Bonding as An Intervening Variable

This study aims to determine how strong the influence of Self Service Technology, Customer Intimacy and Customer Delight on Customer Loyalty with Customer Bonding as an intervening variable. This study uses a quantitative method by processing primary data obtained through distributing questionnaires to the public who are customers of Bank Muamalat KCP Salatiga. The samples taken were 100 respondents, using purposive sampling technique. Then the results obtained were processed with SPSS version 20. The analysis used included descriptive statistical tests, instrument tests, path analysis regression tests, classical assumption tests, model accuracy tests and hypothesis testing. Based on the test results obtained results: self service technology has a positive effect that is not significant on customer loyalty. Customer intimacy has a significant positive effect on customer loyalty. Customer delight has an insignificant negative effect on customer loyalty. Customer bonding has a significant positive effect on customer loyalty. Self service technology does not have a significant positive effect on customer bonding. Customer intimacy has a significant positive effect on customer bonding. Customer delight has a negative effect that does not significantly affect customer bonding. Self service technology and customer delight do not mediate customer loyalty with customer bonding. Customer intimacy can mediate customer loyalty with customer bonding.

Mobile Banking Application (App) Adoption Behaviour Amongst Malaysian Consumers

Irrespective of the size of a corporation, consumer preference for a certain product is a crucial subject for many companies, if not all, globally as it is essential to the success of the enterprise. Various consumers have different opinions of a product, and consumer preference serves as a guide for identifying a product's features. The success of a product is influenced by consumer preferences. It will be detailed displaying common elements such as service quality, technology, internet marketing, company image, and convenience that impact consumer selection. The feature of consumer choice for a given product has not been fully addressed by the current study, in fact, there are studies that focused on consumer choice, and their influences vary. Therefore, the timeliness of this study is apparent. This research is essential for companies who wish to identify popular banking applications (apps). As service quality, technology, online advertising, corporate image, and convenience impact consumer preference for mobile banking apps in Malaysia, hypotheses have been developed for the research study. This research enables academics to comprehend the phenomena under investigation and will also be useful for studying mobile banking apps in Malaysia in particular. This study aims to shed light on this nexus through quantitative correlation analysis, utilizing survey on consumer preferences for specific items and affecting variables. This study employs a quantitative correlation research methodology and seeks to establish the existence of correlations between each independent variable and the dependent variable. Total of 416 samples were collected using convenience sampling targeting bank users aged above 21 years old. The data was subsequently cleaned and analyzed using SPSS. During the study, research outputs based on hypotheses and proposals emerged with service quality, technology and internet advertising positively affecting consumer preferences with service quality being the most significant predictor.

Digitalization of Sharia Banking: The Influence of Self Service Technology on The Satisfaction of Millenial Customers

Digitalization of Sharia Banking: The Influence of Self Service Technology on The Satisfaction of Millenial Customers