Traditional Services Research Articles

Integrating online learning into service quality assessment in higher-education its influence on student satisfaction

PurposeOnline learning gained ground during the pandemic and has continued to be used in the post-Covid era. Items related to online learning should be included in service quality assessment. The purpose of this study is to examine the influence of service quality, which includes the online learning dimension, on student satisfaction in higher-education in a blended learning environment.Design/methodology/approachA total of 452 valid questionnaires were collected from business undergraduate students enrolled in public universities in Greece. A modified version of HEdPERF is used to evaluate service quality. Due to the extensive use of online learning, an additional dimension was added to the HEdPERF scale which focuses on online education, a field that has not yet been widely examined. Structural equation modeling is used to examine the relationships between service quality, and student satisfaction.FindingsThe research findings verify the six-structure scale of the HEdPERF instrument (non-academic aspects, academic aspects, reputation, access and programs issues and online learning), providing satisfactory results in terms of reliability and validity tests. Service quality dimensions such as academic aspects, access, program issues and online learning are the influential dimensions of student satisfaction in a blended learning context.Originality/valueTo the best of the authors’ knowledge, no previous study has expanded traditional service quality instruments to include the dimension of service quality of online learning.

How the Metaverse can add new layers of hospitality services: a perspective of senior industry practitioners

Purpose Although virtual worlds, such as the Metaverse, can disrupt the hospitality sector, few empirical investigations have critically evaluated the scope and scale of this disruption from an industry perspective. This study aims to rectify this knowledge gap by exploring the opportunities and challenges of the Metaverse as seen by hospitality professionals. Design/methodology/approach This is a Delphi study conducted with UK-based senior hospitality industry practitioners experienced in designing and implementing digital innovations within their organisations. Findings The Metaverse is most likely to be adopted by hospitality organisations willing and able to take risks, such as large and/or chain-affiliated enterprises. The Metaverse will not replace traditional hospitality services but supplement and enhance them with new layers of service. The main applications are in the context of events and experiences. The Metaverse will also provide the “try before you buy” option, revealing the opportunities to design digital twins of physical businesses. Young and technology-savvy individuals are most likely to first adopt the Metaverse. The key challenges of the adoption are attributed to the technological unpreparedness of hospitality organisations; market immaturity; inflated customer expectations; a skills gap among hospitality employees; and regulatory issues. These challenges require the engagement of various stakeholders to create an operational and monitoring framework for hospitality organisations to embrace the Metaverse. Practical implications This study highlights how the Metaverse can disrupt the hospitality industry at the level of strategic planning and business operations. Originality/value To the best of the authors’ knowledge, this is one of the first empirical investigations of the potential of the Metaverse from the viewpoint of hospitality industry practitioners.

Traditional Birth Attendants as Guardians of Tradition Amidst Modernization in Javanese Culture

This study examines the enduring presence of traditional birth attendants in Batang Regency, Indonesia, and involves various stakeholders, including users of traditional midwifery services, healthcare professionals, and the general public. The research utilizes participant observation and in-depth interviews to collect data. The participants involved in the study include one traditional birth attendant aged 70, three traditional birth attendants aged 30-40, one midwife, nine women who have utilized traditional midwifery services, and seven community members. The findings highlight three key aspects. Firstly, traditional childbirth, facilitated by traditional birth attendants, continues to exist even in the modern world. Secondly, various factors such as belief or faith, emotional bonds, economic considerations, ease of access, and non-procedural approaches contribute to the persistence of traditional midwifery alongside other evolving practices. Lastly, the resilience of traditional practices performed by traditional birth attendantsindicates their adaptability to health sciences and their positive impact on maternal and child health.

Transformational Healthcare Leadership in Improving Tele-Health System and Safety Performance Sustainability in University Teaching Hospitals

In developed countries, telehealth system applications are available in hospitals, hospital-based telemedicine centers, and rehabilitation centers. However, in contrast to developing countries, the telehealth system has not been implemented properly. Countries that implement telehealth systems experience different benefits, especially in developed countries. In developing countries, implementation remains challenging due to the requirement for literacy about the telehealth system itself in addition to using smartphone and tablet cellular technology for access. This research is motivated by concerns about the role of transformational leadership in providing a telehealth system to ensure the safety of medical personnel. The study adopts a quantitative approach with primary data collected at three major Indonesian university teaching hospitals—Gajah Mada Hospital, Diponegoro National Hospital, and Sebelas Maret Hospital—with medical personnel and administrative staff as the observation units. Hypothesis testing is conducted using Smart PLS 3.0. The study’s results reveal that traditional health services remain problematic despite efforts to make long-term changes. This study aligns with previous research, emphasizing that strategic flexibility serves as a proactive and reactive strategy for effecting long-term changes in key aspects of a company fostering innovation processes that contribute to sustainable business growth.   Received: 21 November 2023 / Accepted: 12 March 2024 / Published: 5 May 2024

Data Security and Consumer Trust in Fintech Innovations using Technology Adoption Method

This study investigates the interplay between data security and consumer trust in the context of fintech innovation, employing the Technology Adoption Model (TAM) as the theoretical framework. Fintech, characterized by its rapid technological advancements, has revolutionized traditional financial services, offering convenience and efficiency. However, concerns about data security and privacy have emerged as significant barriers to consumer adoption and trust. The research methodology involves a comprehensive literature review to establish the theoretical foundation and empirical analysis of consumer perceptions through surveys and interviews. The TAM framework, which examines users' attitudes and behaviors towards technology adoption, serves as a lens to understand how data security measures influence consumer trust in fintech platforms. Results indicate that consumers prioritize data security and privacy when evaluating fintech services, with perceptions of security significantly impacting trust levels. Factors such as encryption protocols, authentication mechanisms, and regulatory compliance play crucial roles in shaping consumer perceptions of data security. Additionally, transparency and communication regarding data handling practices enhance trust and mitigate concerns. The study identifies the role of user experience design in fostering trust, as intuitive interfaces and clear privacy policies contribute to perceived security. The findings underscore the importance of proactive measures by fintech companies to address data security concerns, including robust cybersecurity protocols, regulatory compliance, and transparent communication strategies. The study highlights the intricate relationship between data security and consumer trust in fintech innovation, emphasizing the need for comprehensive approaches to mitigate risks and build consumer confidence. By understanding and addressing consumer perceptions and concerns, fintech companies can enhance trust and drive widespread adoption of innovative financial technologies. Keywords: fintech, adoption, security, trust, inclusion, investment, payment, insurance, technology, efficiency, innovation.

Dying to Understand How Electronic Word of Mouth Legitimates Sustainable Innovations in Stigmatized Markets

Entrepreneurs entering stigmatized markets face barriers to entry beyond those encountered in traditional markets. Yet, little research examines factors influencing the diffusion of these goods and services. Through the lens of institutional theory, this paper proposes and demonstrates the application of a conceptual model outlining the process by which stigmatized innovations become (de-)institutionalized. We combine mixed methods by blending qualitative with quantitative tools to analyze the legitimating influence of electronic word-of-mouth (eWOM) over time. Our findings suggest that dichotomized consumer preferences stem from normative (natural and benevolent versus artificial and malevolent), cultural-cognitive (ecological health and sustainable services versus public health and traditional services), and regulatory (government rule versus market rule) binaries that influence the deinstitutionalization of orthodoxy (utopian versus dystopian worldviews). Notwithstanding, we show that, in stigmatized markets, consumers look to eWOM to inform their choices, which can aid in deinstitutionalizing rational myths and help perpetuate service innovation. We also find that in stigmatized markets, the existing industry does not show a predictable response to societal pressures for service innovations that promote social wellbeing and sustainability.

What can we learn from service model analysis? An application in the government export finance sector

The service model approach, like business models in the private sector, is gaining increasing attention in public management literature. In line with this evolving discourse, our study analyzes service models in government export promotion. By exploring the use of service models and discussing key developments, we shed light on the diverse application of service models in the context of officially supported export credits – an under-researched field in which a lot of innovation is happening. We observe a limited number of traditional service models with significant relevance. In addition, our findings suggest a rising diversity that signifies innovation and the broadening scope of activities. We also uncover the underlying motivations and practical experiences associated with their implementation and provide valuable insights into the benefits they offer.

Scoping Review: Digital Mental Health Interventions for Children and Adolescents Affected by War.

Over 200 million children and adolescents live in countries affected by violent conflict, are likely to have complex mental health needs, and struggle to access traditional mental health services. Digital mental health interventions have the potential to overcome some of the barriers in accessing mental health support. We performed a scoping review to map existing digital mental health interventions relevant for children and adolescents affected by war, examine the strength of the evidence base, and inform the development of future interventions. Based on a pre-registered strategy, we systematically searched MEDLINE, Embase, Global Health, APA PsychInfo, and Google Scholar from the creation of each database to 30th September 2022, identifying k=6,843 studies. Our systematic search was complemented by extensive consultation with experts from the GROW Network. The systematic search identified 6 relevant studies: one evaluating digital mental health interventions for children and adolescents affected by war and five for those affected by disasters. Experts identified 35 interventions of possible relevance. The interventions spanned from universal prevention to specialist-guided treatment. Most interventions directly targeted young people and parents/carers and were self-guided. A quarter of the interventions were tested through randomized controlled trials. Because most interventions were not culturally or linguistically adapted to relevant contexts, their implementation potential was unclear. There is very limited evidence for the use of digital mental health interventions for children and adolescents affected by war at present. The review provides a framework to inform the development of new interventions.

Revolutionizing Banking: Neobanks’ Digital Transformation for Enhanced Efficiency

Changes in customer behaviors after the COVID-19 pandemic have encouraged the transformation of banking systems. Neobanks have emerged as an innovation and entered the banking system to compete with traditional banks by offering new customer experiences. Neobanks transform traditional banking products and services which are delivered through physical interactions into those delivered via digital channels. This paper analyzes traditional banks that have transformed into neobanks, specifically their efficiency after digital transformation. Efficiency was measured using Stochastic Frontier Analysis (SFA), as it is highly accurate in estimating efficiency scores. This study also used a Pooled Mean Group (PMG) estimation of the Panel ARDL (Autoregressive Distributed Lag), as this approach is useful for analyzing the relationship between variables in panel data, to investigate digital transformation as a determinant of neobanks’ efficiency and examine the existence of short-term and long-term relationships between digital transformation and efficiency. We found that the efficiency of neobanks increases after digital transformation. Furthermore, it can be concluded that digital transformation is a determinant of efficiency and that there is long-term relationship between digital transformation and efficiency. In the short term, digital transformation has a significant negative correlation with efficiency, but in the long term, it has a significant positive relationship; this is because the cost of digital transformation initially decreases the profit efficiency, but afterwards, it increases the efficiency.

Developing the Social Cognitive Factor Scale (SCFS) to Analyze the Determinants Influencing the Utilization of Traditional Chinese Medicine Preventive Health Services among Older Adults

Developing the Social Cognitive Factor Scale (SCFS) to Analyze the Determinants Influencing the Utilization of Traditional Chinese Medicine Preventive Health Services among Older Adults

Creating financial inclusion in “Belt and Road” countries in Europe, Asia and Africa: regulation, technology and financial literacy

Purpose This study aims to comparatively measure the impact factors of financial inclusion and their spillover effects for Belt and Road countries using panel data from 57 countries in 2011, 2014, 2017 and 2021 and relevant indicators from three dimensions: availability, usage and quality to construct a digital empowerment index of financial inclusion. Design/methodology/approach A spatial Durbin panel model is constructed to empirically test the impact mechanism of financial inclusion under digital empowerment. Findings Results reveal that improving a country’s quality of regulation, technology and residents’ financial literacy significantly contributes to the development of its financial inclusion, while improving its neighboring countries’ financial literacy also boosts its financial inclusion development. This study provides theoretical support for evaluating the development level of inclusive finance in “Belt and Road” countries, promoting the development of inclusive finance and alleviating the problem of financial exclusion. Originality/value This study is original as it creates a research paradigm for “Belt and Road” countries, enabling systematic testing and comparative analysis of inclusive finance development. It incorporates traditional and digital services, evaluating them based on sharing, fairness, convenience and specific group benefits. An inclusive financial index is constructed using the coefficient of variation and arithmetic weighted average methods. Additionally, it introduces a more rational analysis approach for the influence mechanism and spatial effect, using an economic geography nested matrix and spatial Durbin model to explore spatial effects in inclusive finance.

THE EFFECT OF BUY NOW, PAY LATER FINTECH ON TRADITIONAL FINANCIAL SERVICES AND CONSUMER BEHAVIOR IN SAUDI ARABIA

This research investigates the impacts of financial technology (Fintech) on traditional financial services and the emergence of Buy Now Pay Later (BNPL) companies within the Kingdom of Saudi Arabia. Fintech signifies a paradigmatic shift in the financial landscape, utilizing technology to transform banking, payment systems, investment strategies, and lending practices. The BNPL model, recognized for its disruptive nature, enables consumers to divide purchases into interest-free installments, thereby reshaping global consumer spending patterns. This study concentrates specifically on the Saudi Arabian context, where Fintech adoption is experiencing rapid growth. It scrutinizes the factors that influence BNPL adoption behavior among Saudi consumers, addressing a research void in localized studies. A sample of 100 consumer participants responded to an online survey. The statistical analysis underscores the strength, significance, and correlation between financial elements and the factors crucial to the decision-making process for BNPL adoption. The descriptive analysis of Independent Variables (IVs) encompassing Performance Expectancy (PE), Effort Expectancy (EE), Social Influence (SI), and Facilitating Conditions (FC) has provided significant insights into the perceptions of consumers regarding the adoption of Buy Now Pay Later (BNPL) services. The analysis has revealed noteworthy patterns in the data. Performance Expectancy (PE) demonstrates moderate perceptions (Mean = 2.98), indicating a measured belief in the usefulness of BNPL. Furthermore, Facilitating Conditions (FC) registered moderate scores (Mean = 3.04), underscoring the significance of favorable external factors. Collectively, these findings depict a moderate inclination and a generally positive outlook among respondents towards BNPL adoption, providing insights into the factors influencing their adoption behaviors. The research findings contribute to academic comprehension, provide insights for industry stakeholders, and inform the development of policies and regulations within Saudi Arabia's dynamic Fintech ecosystem. Future studies may utilize longitudinal studies, conduct cross-cultural comparisons, and explore technological integration in exploring the BNPL consumer behavior studies.

Garage Wala: Transforming India\'s Automobile Service Landscape Through Digital Innovation

Abstract: This study explores the transformative potential of Garage Wala, a burgeoning entrepreneurial venture in the automobile service industry, designed to bridge the gap between vehicle owners and service providers in India. Garage Wala's innovative business model, predicated on the seamless integration of digital technology with traditional car repair services, aims to offer unprecedented convenience, quality, and reliability to vehicle owners. This research paper delves into the genesis of Garage Wala, examining its strategic response to the burgeoning demand for accessible, trustworthy, and efficient automobile maintenance services in an era marked by rapid urbanization and the proliferation of vehicle ownership. Through qualitative and quantitative analyses, the paper assesses Garage Wala's market positioning, operational strategies, and the sustainability of its business model in the face of evolving consumer preferences and intense competition. Drawing on the latest industry data, the study highlights the critical role of digital platforms in enhancing service accessibility, fostering consumer trust, and streamlining operations within the automobile service sector. Furthermore, it evaluates the challenges and opportunities presented by the Indian market's unique characteristics, including regulatory hurdles, the informal economy's prevalence, and the increasing emphasis on environmental sustainability. The findings underscore the potential of platforms like Garage Wala to redefine automotive service paradigms, contributing to a more organized, customer-centric, and sustainable industry landscape in India. This research not only provides valuable insights for academics and practitioners but also offers strategic recommendations for similar start-ups navigating the complexities of the Indian market.

Garbage Collection Android Application

Abstract: The "Android Garbage Collection Application" stands as an innovative solution tailored for Android devices, with the objective of revolutionizing waste management in smart cities. Conventional waste collection methods frequently result in missed pickups, litter accumulation, and potential public health risks. This project harnesses seamless integration with Firebase to create a user-friendly Android app. It provides real-time notifications to residents as garbage collection trucks approach their locations. A central feature of this app is its live tracking system, enabling users to monitor the precise location of the garbage truck in real-time. Additionally, it offers estimated arrival times, effectively reducing waiting times for residents and optimizing the waste collection process. What truly sets this application apart is its focus on community engagement. By actively involving residents in the waste management process, it encourages shared responsibility and cooperation among city dwellers, fostering a cleaner environment and ensuring timely and efficient waste collection. Furthermore, this project serves as a testament to the transformative power of modern technology in enhancing traditional municipal services. It exemplifies how integrating cuttingedge technology can effectively address longstanding challenges and enhance the quality of life for residents in smart cities. The scalability and adaptability of this application make it a valuable asset for optimizing waste management in various urban settings. Its data analytics capabilities provide city officials with valuable insights, enabling more informed decision-making and a proactive approach to waste management

Vehicle dispatching and routing of on-demand intercity ride-pooling services: A multi-agent hierarchical reinforcement learning approach

The integrated development of city clusters has given rise to an increasing demand for intercity travel. Intercity ride-pooling service exhibits considerable potential in upgrading traditional intercity bus services by implementing demand-responsive enhancements. Nevertheless, its online operations suffer the inherent complexities due to the coupling of vehicle resource allocation among cities and pooled-ride vehicle routing. To tackle these challenges, this study proposes a two-level framework designed to facilitate online fleet management. Specifically, a novel multi-agent feudal reinforcement learning model is proposed at the upper level of the framework to cooperatively assign idle vehicles to different intercity lines, while the lower level updates the routes of vehicles using an adaptive large neighborhood search heuristic. Numerical studies based on the realistic dataset of Xiamen and its surrounding cities in China show that the proposed framework effectively mitigates the supply and demand imbalances, and achieves significant improvement in both the average daily system profit and order fulfillment ratio.

The benefits of using a Shared Lives type community response to support survivors of domestic abuse with disabilities and older survivors

Purpose This paper aims to introduce the concept of using the well-established Shared Lives approach to support survivors of domestic abuse with complex needs including those with learning and physical disabilities, older people and carers. Design/methodology/approach Survivors with complex needs are often excluded from traditional domestic abuse support services thus increasing their risk and making recovery impossible. Using the Shared Lives approach in suitable cases could address gaps in provision and improve the outcomes for survivors with disabilities, older survivors and carers. Findings The paper draws on evidence from reports and research about the experiences of these cohorts of survivors to explain how the Shared Lives approach could increase support options for specific categories of survivors. Practical implications Using the Shared Lives approach to support cohorts of victims/survivors who experience barriers to accessing support could improve outcomes for these people, reduce risk of serious harm and improve quality of life. Originality/value With the recent recommendation from Association of Directors of Adult Social Services around increasing use of Shared Lives, this paper provides one potential way to meet this recommendation.

“There's always something, and then there's more”: a qualitative examination of how virtual peer led self-management can create community around the evolving SCI experience

IntroductionSelf-management programs for spinal cord injury (SCI) are a growing adjunct to traditional healthcare services aiding individuals with SCI in learning and managing symptoms and medical care. A benefit of self-management programs is that they can be facilitated by peers, offering a unique lived experience of adjusting to and managing SCI. While a growing body of literature highlights the effectiveness of peer led programs, there is limited understanding of how individuals engage with peer programs or critical components of peer support. The current study seeks to understand how individuals engaged with peers in the context of a self-management program.MethodsSecondary qualitative analysis of online forum posts resultant from a peer led self-management course for SCI.ResultsContent analysis revealed several themes of how participants engaged with members of the group, including skill building, resource sharing, and problem solving. A process level theme of emotional connection to others living with similar SCI-related challenges was defined as “bearing witness.” Participants commented frequently that groups were the first time they engaged with a community with lived experience, and shared experience was frequently highlighted in the responses from individuals as one of the most unique and important aspects of the intervention.DiscussionThemes identified suggest that bearing witness was a critical component of peer led intervention. While self-management content provided structure for engagement and discussion, participants report that connectedness and shared experience made content more impactful and relevant. Future research should examine if alignment of peer and participant experience increases the impact of interventions and explore if this theme is important for other chronic medical populations.

“After god is police”: lived experiences of rural police officers in Trinidad and Tobago

PurposeIn Trinidad and Tobago, there is significant reliance on the traditional and centralized police service to engage in crime response and suppression in urban and rural areas. In this regard, policing scholarship has largely focused on the impact of policing within urban areas, producing a gap in knowledge on what policing rural spaces entails. Despite this, there is some understanding that policing rural spaces can engender diverse challenges and calls for variability in policing strategies. The current study examines the lived experiences of police officers stationed in rural communities in Trinidad and Tobago.Design/methodology/approachUsing the descriptive phenomenological approach, semi-structured interviews were conducted with eleven police officers stationed in rural communities throughout the country.FindingsInterviewees narrated the importance of community dynamics and community-specific needs in shaping their roles and functions when operating in and serving these communities. Three major themes were identified: (1) network activity in policing; (2) engagement in localistic and service-oriented approaches and (3) community-specific challenges.Originality/valueThe findings suggest that while there is an emphasis on traditional law enforcement responsibilities, in the rural context, police responsibilities and duties are constantly being redefined, reframed and broadened to meet the contextual community and geographic-specific diversities and demands.

Modeling the Impact of Community First Responders

In community first responder (CFR) systems, traditional emergency service response is augmented by a network of trained volunteers who are dispatched via an app. A central application of such systems is out-of-hospital cardiac arrest (OHCA), where a very fast response is crucial. For a target performance level, how many volunteers are needed, and from which locations should they be recruited? We model the presence of volunteers throughout a region as a Poisson point process, which permits the computation of the response-time distribution of the first-arriving volunteer. Combining this with known survival-rate functions, we deduce survival probabilities in the cardiac arrest setting. We then use convex optimization to compute a location distribution of volunteers across the region that optimizes either the fraction of incidents with a fast response (a common measure in the industry) or patient survival in the case of OHCA. The optimal location distribution provides a bound on the best possible performance with a given number of volunteers. This can be used to determine whether introducing a CFR system in a new region is worthwhile or can serve as a guide for additional recruitment in existing systems. Effective target areas for recruitment are not always obvious because volunteers recruited from one area may be found in various areas across the city depending on the time of day; we explicitly capture this issue. We demonstrate these methods through an extended case study of Auckland, New Zealand. This paper was accepted by Carri Chan, healthcare management. Funding: This research was financed in part by the Netherlands Organization for Scientific Research (NWO) in the form of a Rubicon grant (019.172EN.016) to C. J. Jagtenberg and a Veni grant (VI.Veni.191E.005) to P. L. van den Berg. S. G. Henderson and H. Li were supported in part by National Science Foundation [Grant CMMI-2035086]. Vrije Universiteit Amsterdam and Erasmus University received funding from TKI Dinalog [Grant 2023-1-307TKI]. Part of this work was completed during a research visit made possible by a [Distinguished Visitor Award] from the University of Auckland. Supplemental Material: The online appendix and data files are available at https://doi.org/10.1287/mnsc.2022.04024 .

A study on the cross-platform influence mechanism of physicians’ live streaming behavior on performance

PurposeThe advent of online live streaming platforms (OLSPs) and online health communities (OHCs) has expedited the integration of traditional medical services with Internet new media technology. Since the practice of physicians conducting live streaming is a relatively new phenomenon, the potential cross-platform effects of such physicians’ live streaming have not received adequate attention.Design/methodology/approachThis study collected data from 616 physicians specializing in cardiology, obstetrics and gynecology and neurology between April and November 2022 on Live.Baidu.com and WeDoctor.com. It constructed a panel data set comprising a total of 4,928 observations over an 8-month period and validated the model using empirical analysis with the fixed-effects method.FindingsWe find evidence of cross-platform influence in online healthcare. Physicians’ live streaming behavior (whether live or not and the heat of their streams) on OLSPs positively impacts both their consultation and reputation on OHCs. Additionally, physicians’ ability positively moderates the relationships between live streaming heat and their performance (in terms of consultation volume and reputation) on OHCs. However, ability does not moderate the relationship between physicians’ live streaming status (live or not) and their performance (in terms of consultation and reputation) on OHCs. Furthermore, the attractive appearance of the physicians also significantly moderates the impact in a positive way.Originality/valueThis is one of the pioneering studies on physicians’ live streaming. The study offers vital guidance for physicians and patients utilizing dual platforms and holds significant reference value for platform operators (such as OLSPs and OHCs) aiming to optimize platform operations and for the government in policy formulation and industry regulation.