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Various forms of pervasive computing environments are being deployed in an increasing number of areas including hospitals, homes and military settings. Entities in this environment provide rich functionalities (i.e. services). How to organize these heterogeneous and distributed entities to deliver user-defined services is challenging. Pantagruel is an approach to integrate a taxonomical description...
The purpose of this article is to present a case study of an action plan as a service management tool in the Thai public sector. The case will show how the Thai public sector formulates, implements, evaluates, and improves its development plans. In addition, it shows how relevant organizations coordinate and cooperate with one another at national, provincial, and individual team levels. This article...
Service has already become one of the most important value activities of modern enterprises in various industries. A better service management requires a comprehensive understanding of enterprises' capability. According to the fundamental characteristics of Chinese enterprises, this article constructed enterprise capability evaluating model (ECEM) and enterprise capability evolutionary model (ECEVM)...
Modern service innovation might involve more and more participators such as managers, stuffs, R&D members, suppliers, customers and so on. It also makes service innovation become more complex and uncertainly. It enlarges the risk and management difficulty in innovation. This paper creates a process model of service innovation with multi-participator, explores the process properties and relationships...
The purpose of this study is to provide a theoretical framework reflecting new service development performance. Data were collected via face-to-face interviews with KIBS managers knowledgeable about new service development in their organization and researchers specialized in innovation and service management. New service development performance is conceptualized as a multidimensional construct reflected...
Service industry is facing increasingly more pressure with the rise of status of service in social economy. In order to make service industry unlike manufacturing industry, which is vulnerable in face of foreign competition, service industry has to rely on information technology innovations and high-tech management to continuously improve the quality of service products and productivity. Starting...
Described here is a proposed curriculum design for service engineering based on the six years of experience of a masterpsilas program at the School of Software and Microelectronics, Peking University as well as the preliminary result of a joint effort in developing a service science, management and engineering curriculum between IBM and several leading universities in China. Included at the end is...
The following topics are dealt with: service sciences; service processes and systems; service management; service oriented ICT and application tools; Internet; service industries.
To identify the value of service, a value transmission model is proposed. The model distinguishes output and outcome. They are evaluated by KPI, Key Performance Indicator, and KGI, Key Goal Indicator, respectively. SLA, Service Level Agreement, is introduced to make common understandings about these indicators between service providers and users. Service parameters of SLA should be a mixture of KPI...
Service brings company the competitive advantages, which has drawn the national and worldwide attention both in theory and in practice. The core problem is to improve the service quality. But it is difficult to measure service quality and manage the service. After the review of service management, the article finds cultural factor is important and determinant, which is neglected by most of the researchers...
The growing importance of the service economy during the last 40 years has raised the need for new tools for designing and managing services. As a result, several authors have developed service classification systems, in order to better understand the nature of service operations and provide methods and tools to improve service efficiency and quality. This paper exploits the work resulting from service...
The following topics are dealt with: service design and engineering; service operation and innovations; logistics and supply chain management; service marketing and sustaining; service management and manufacturing firms; information technology and systems; service science; socio-economic effects; consumer behaviour; electronic commerce; electronic business; Web services and customer demands
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