The house of service: the Gulen movement and Islam's third way

David Tittensor offers a groundbreaking new perspective on the Gülen movement, a Turkish Muslim educational activist network that emerged in the 1960s and has grown into a global empire with an estimated worth of $25 billion. Named after its leader Fethullah Gülen, the movement has established more than 1,000 secular educational institutions in over 140 countries, aiming to provide holistic education that incorporates both spirituality and the secular sciences.

Despite the movement's success, little is known about how its schools are run, or how Islam is operationalized. Drawing on thirteen months of ethnographic fieldwork in Turkey, Tittensor explores the movement's ideo-theology and how it is practiced in the schools. His interviews with both teachers and graduates from Africa, Indonesia, Central Asia, and Turkey show that the movement is a missionary organization, but of a singular kind: its goal is not simply widespread religious conversion, but a quest to recoup those Muslims who have apparently lost their way and to show non-Muslims that Muslims can embrace modernity and integrate into the wider community. Tittensor also examines the movement's operational side and shows how the schools represent an example of Mohammad Yunus's social business model: a business with a social cause at its heart.

The House of Service is an insightful exploration of one of the world's largest transnational Muslim associations, and will be invaluable for those seeking to understand how Islam will be perceived and practiced in the future.

Quality of service-based service level agreement management framework for hydrocarbon exploration and discovery operation

 The major contributions presented in this thesis are twofold. Firstly, it presents the research towards a unique services-based Hydrocarbon Exploration and Discovery Model that demonstrates the feasibility of using advanced ICT technologies in the reproduction of stages involved in an oil and gas discovery, processing and analysis process. Secondly, the research demonstrated a solution of the problems in providing agreed level of quality of service (QoS) and formalizing of appropriate Service Level Agreements (SLA) within such complex environment where different services within the model can be delivered by a variety of service providers

Evaluating health services with point of service feedback: perspectives and experiences of patients, staff and community volunteers in an inpatient rehabilitation facility

PURPOSE: To determine patient, staff and community volunteer opinions and experiences of point of service feedback (POSF) in an inpatient rehabilitation facility. METHOD: Participants were recruited by purposeful sampling. Two researchers conducted in-depth semi-scripted interviews with patients, staff or volunteers until no new issues emerged. Manually transcribed interview data underwent thematic analysis that grouped information into categories of related information. RESULTS: Twenty patients, 26 staff from 10 different professional groups, and 2 community volunteers were interviewed. Patient and volunteer data were grouped into five main categories: patients wanted their voice heard and acted on; patients could be positively and negatively affected by POSF; patients could be reluctant to evaluate staff; patients preferred POSF to post-discharge mailed questionnaires; and patients' feedback was influenced by the data collector. Staff wanted: feedback to help them improve the patient experience; and feedback that was trustworthy, usable and used. Staff believed that the feedback-collector influenced patients' feedback and affected how feedback could be used. CONCLUSIONS: Patients, staff and community volunteers identified issues that determine the appropriateness and usefulness of POSF. Policy and practise should address the preferences, needs and experiences of health service users and providers so that POSF produces maximum benefits for both patients and health services. Implications for Rehabilitation POSF can enhance patients' experiences of inpatient rehabilitation by providing a mechanism to be heard and communicating that patients are valued; care must be exercised with patients who find giving feedback stressful. Collecting POSF is most beneficial when coupled with methods to efficiently and effectively respond to feedback. POSF requires interpretation in light of its limitations including patients' ability to accurately and unreservedly communicate their experiences. Who collects POSF requires careful consideration; community volunteers have both advantages and disadvantages.

An analytical model for optimal spectrum leasing under constraints of quality of service in CRNs

Cognitive radio improves spectrum efficiency and mitigates spectrum scarcity by allowing cognitive users to opportunistically access idle chunks of the spectrum owned by licensed users. In long-term spectrum leasing markets, secondary network operators make a decision about how much spectrum is optimal to fulfill their users' data transmission requirements. We study this optimization problem in multiple channel scenarios. Under the constrains of expected user admission rate and quality of service, we model the secondary network into a dynamic data transportation system. In this system, the spectrum accesses of both primary users and secondary users are in accordance with stochastic processes, respectively. The main metrics of quality of service we are concerned with include user admission rate, average transmission delay and stability of the delay. To quantify the relationship between spectrum provisioning and quality of service, we propose an approximate analytical model. We use the model to estimate the lower and upper bounds of the optimal amount of the spectrum. The distance between the bounds is relatively narrow. In addition, we design a simple algorithm to compute the optimum by using the bounds. We conduct numerical simulations on a slotted multiple channel dynamic spectrum access network model. Simulation results demonstrate the preciseness of the proposed model. Our work sheds light on the design of game and auction based dynamic spectrum sharing mechanisms in cognitive radio networks.

An examination of service quality dimensionality and positive word-of-mouth intentions in a Chinese telecommunication context

Word-of-mouth is a powerful force in today’s marketplace. However, few researchers
examine how the dimensions of SERVQUAL relate to positive word-of-mouth, particularly in
the Chinese market. This study attempts to fill this gap. The context is Chinese
telecommunication market. A survey was conducted with a sample of 241 respondents. The
results showed that Reliability and Assurance encouraged more positive word-of-mouth
intention, while Tangibles, Responsiveness, and Empathy did not have any significant effect
on one’s word-of-mouth. These findings have useful implications to international service
companies, particularly those operating in a Chinese environment, by identifying factors that
are salient to the generation of positive word-of-mouth.

Health services should collect feedback from inpatients at the point of service: opinions from patients and staff in acute and subacute facilities

OBJECTIVE: Point of service feedback (POSF) enables patients to give health services feedback about their experiences during or immediately after care. Despite the increasing use of POSF, little is known regarding patients' and staffs' opinions of this practice and whether they consider it acceptable or useful. The study aimed to determine patient and staff opinions regarding POSF. DESIGN: A cross-sectional survey. SETTING: Acute and subacute healthcare facilities. PARTICIPANTS: Two hundred and forty-seven patients and 221 staff. RESULTS: Participants indicated that patients should be invited to evaluate health services when they are in hospital or subacute care and improving services was the most important reason for doing so. Staff indicated that:• collecting patients' feedback during their stay was an important part of providing care and not an interruption to it (n = 187 of 221, 85%).• collecting patients' feedback was best done with a variety of methods; talking directly with patients during their stay was the preferred option (n = 161 of 219, 74%).More patients preferred to:• give feedback during their stay (51%) than after discharge from care (15%).• give feedback by talking with someone (45%) than completing a questionnaire (31%).Some patients (14%) were concerned about reprisal from staff if they gave negative feedback. CONCLUSIONS: POSF can be acceptable and useful for evaluating health services and should be incorporated into a person-centred approach that allows patients to choose from a variety of feedback options both during and after their stay. To be most useful, feedback should be incorporated into a quality improvement system.

Co-production of service experiences: insights from the cultural sector

Purpose: The increased involvement of customers in their experience is a reality for all service organisations. The purpose of this paper is to explore the way organisations collaborate with customers to facilitate consumption of cultural experiences through the lens of co-production. Although organisations are typically an integral part of the co-production process, co-production is typically considered from a consumer angle. Aligned with the service ecosystem perspective and value-in-cultural context, this research aims to provide greater insight into the processes and resources that institutions apply to co-produce experiences with consumers and the drivers and inhibitors of such processes. Design/methodology/approach: Case study research with three exemplar organisations, using in-depth interviews with key informants was used to investigate the processes organisations follow in co-producing the service experience with customers, as well as the drivers and inhibitors of organisational co-production of the service experience in the cultural sector. Findings: The findings illuminate that cultural organisations are co-producing the service experience with their customers, as revealed through a number of key processes: inviting customers to actively participate in the experience, engaging customers and supporting customers in the co-production of the experience. Increasingly demanding consumers and a changing competitive landscape are strong external drivers of co-production. Visionary leadership and consumer-focussed employees are internal factors impelling organisations to co-produce experiences with consumers. A strong curatorial orientation, complex organisational structure, employee attitude and capability gaps and funding constraints are impediments towards organisations co-producing experiences with consumers. Originality/value: This paper addresses a gap in Service-Dominant logic theory, arts/cultural marketing and broader services marketing literature by proposing a broadened conceptualisation of co-production of the service experience. This conceptualisation can be used as a platform to derive strategic imperatives for managers of service organisations. The findings highlight the key practices and resources that are central to organisations co-producing experience with customers. In this way, greater understanding of institutional logics and practices that underpin experience co-production emerges.

Service level agreements framework for digital libraries quality of service management

No framework that provides practical approach for the assessment of quality of service level offered by digital libraries exists.This thesis aims to address this gap. The thesis develops a service level agreement (SLA) based mechanisms for the digital libraries to measure and assess the quality of service they deliver to their customers. An SLA is a formal contract between the digital content providers and the digital library consumers.

Optimising health literacy and access of service provision to community dwelling older people with diabetes receiving home nursing support

Background. Health literacy is the ability to access, understand, and use information and services for good health. Among people with chronic conditions, health literacy requirements for effective self-management are high. The Optimising Health Literacy and Access (Ophelia) study engaged diverse organisations in the codesign of interventions involving the Health Literacy Questionnaire (HLQ) needs assessment, followed by development and evaluation of interventions addressing identified needs. This study reports the process and outcomes of one of the nine organisations, the Royal District Nursing Service (RDNS).

Methods. Participants were home nursing clients with diabetes. The intervention included tailored diabetes self-management education according to preferred learning style, a standardised diabetes education tool, resources, and teach-back method.

Results. Needs analysis of 113 quota-sampled clients showed difficulties managing health and finding and appraising health information. The service-wide diabetes education intervention was applied to 24 clients. The intervention was well received by clients and nurses. Positive impacts on clients' diabetes knowledge and behaviour were seen and nurses reported clear benefits to their practice.

Conclusion. A structured method that supports healthcare services to codesign interventions that respond to the health literacy needs of their clients can lead to evidence-informed, sustainable practice changes that support clients to better understand effective diabetes self-management.

Protect grids from DDoS attacks

Recently a number of highly publicised incidents of Distributed Denial of Service (DDoS) attacks have made people aware of the importance of providing available securely the grids’ data and services to users. This paper introduces the vulnerability of grids to DDoS attacks, and proposes a distributed defense system that has a mixture deployment of sub-systems to protect grids from DDoS attacks. According to the simulation experiments, this system is effective to defend grids against attacks. It can avoid overall network congestion and provide more resources to legitimate grid users.

Safeguard information infrastructure against DDoS attacks: experiments and modeling

Nowadays Distributed Denial of Service (DDoS) attacks have made one of the most serious threats to the information infrastructure. In this paper we firstly present a new filtering approach, Mark-Aided Distributed Filtering (MADF), which is to find the network anomalies by using a back-propagation neural network, deploy the defense system at distributed routers, identify and filtering the attack packets before they can reach the victim; and secondly propose an analytical model for the interactions between DDoS attack party and defense party, which allows us to have a deep insight of the interactions between the attack and defense parties. According to the experimental results, we find that MADF can detect and filter DDoS attack packets with high sensitivity and accuracy, thus provide high legitimate traffic throughput and low attack traffic throughput. Through the comparison between experiments and numerical results, we also demonstrate the validity of the analytical model that can precisely estimate the effectiveness of a DDoS defense system before it encounters different attacks.

Intelligent DDoS packet filtering in high-speed networks

Currently high-speed networks have been attacked by successive waves of Distributed Denial of Service (DDoS) attacks. There are two major challenges on DDoS defense in the high-speed networks. One is to sensitively and accurately detect attack traffic, and the other is to filter out the attack traffic quickly, which mainly depends on high-speed packet classification. Unfortunately most current defense approaches can not efficiently detect and quickly filter out attack traffic. Our approach is to find the network anomalies by using neural network, deploy the system at distributed routers, identify the attack packets, and then filter them quickly by a Bloom filter-based classifier. The evaluation results show that this approach can be used to defend against both intensive and subtle DDoS attacks, and can catch DDoS attacks’ characteristic of starting from multiple sources to a single victim. The simple complexity, high classification speed and low storage requirements make it especially suitable for DDoS defense in high-speed networks.

Classifying DDoS packets in high-speed networks

Recently high-speed networks have been utilized by attackers as Distributed Denial of Service (DDoS) attack infrastructure. Services on high-speed networks also have been attacked by successive waves of the DDoS attacks. How to sensitively and accurately detect the attack traffic, and quickly filter out the attack packets are still the major challenges in DDoS defense. Unfortunately most current defense approaches can not efficiently fulfill these tasks. Our approach is to find the network anomalies by using neural network and classify DDoS packets by a Bloom filter-based classifier (BFC). BFC is a set of spaceefficient data structures and algorithms for packet classification. The evaluation results show that the simple complexity, high classification speed and accuracy and low storage requirements of this classifier make it not only suitable for DDoS filtering in high-speed networks, but also suitable for other applications such as string matching for intrusion detection systems and IP lookup for programmable routers.