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.

Malicious node traceback in opportunistic networks using merkle trees

Security is a major challenge in Opportunistic Networks because of its characteristics, such as open medium, dynamic topology, no centralized management and absent clear lines of defense. A packet dropping attack is one of the major security threats in OppNets since neither source nodes nor destination nodes have the knowledge of where or when the packet will be dropped. In this paper, we present a malicious nodes detection mechanism against a special type of packet dropping attack where the malicious node drops one or more packets and then injects new fake packets instead. Our novel detection and traceback mechanism is very powerful and has very high accuracy. Each node can detect and then traceback the malicious nodes based on a solid and powerful idea that is, Merkle tree hashing technique. In our defense techniques we have two stages. The first stage is to detect the attack, and the second stage is to find the malicious nodes. We have compared our approach with the acknowledgement based mechanisms and the networks coding based mechanism which are well known approaches in the literature. Simulation results show this robust mechanism achieves a very high accuracy and detection rate.

Constrained coordinated distributed control of smart grid with asynchronous information exchange

Smart grid constrained optimal control is a complex issue due to the constant growth of grid complexity and the large volume of data available as input to smart device control. In this context, traditional centralized control paradigms may suffer in terms of the timeliness of optimization results due to the volume of data to be processed and the delayed asynchronous nature of the data transmission. To address these limits of centralized control, this paper presents a coordinated, distributed algorithm based on distributed, local controllers and a central coordinator for exchanging summarized global state information. The proposed model for exchanging global state information is resistant to fluctuations caused by the inherent interdependence between local controllers, and is robust to delays in information exchange. In addition, the algorithm features iterative refinement of local state estimations that is able to improve local controller ability to operate within network constraints. Application of the proposed coordinated, distributed algorithm through simulation shows its effectiveness in optimizing a global goal within a complex distribution system operating under constraints, while ensuring network operation stability under varying levels of information exchange delay, and with a range of network sizes.

Defense and traceback mechanisms in opportunistic wireless networks

 In this thesis, we have identified a novel attack in OppNets, a special type of packet dropping attack where the malicious node(s) drops one or more packets (not all the packets) and then injects new fake packets instead. We name this novel attack as the Catabolism attack and propose a novel attack detection and traceback approach against this attack referred to as the Anabolism defence. As part of the Anabolism defence approach we have proposed three techniques: time-based, Merkle tree based and Hash chain based techniques for attack detection and malicious node(s) traceback. We provide mathematical models that show our novel detection and traceback mechanisms to be very effective and detailed simulation results show our defence mechanisms to achieve a very high accuracy and detection rate.

Malicious node detection in OppNets using hash chain technique

Opportunistic Networks aim to set a reliable networks where the nodes has no end-To-end connection and the communication links often suffer from frequent disruption and long delays. The design of the OppNets routing protocols is facing a serious challenges such as the protection of the data confidentiality and integrity. OppNets exploit the characteristics of the human social, such as similarities, daily routines, mobility patterns and interests to perform the message routing and data sharing. Packet dropping attack is one of the hardest attacks in Opportunistic Networks as both the source nodes and the destination nodes have no knowledge of where or when the packet will be dropped. In this paper, we present a new malicious nodes detection technique against packet faking attack where the malicious node drops one or more packets and instead of them injects new fake packets. We have called this novel attack in our previous works a packet faking attack. Each node in Opportunistic Networks can detect and then traceback the malicious nodes based on a solid and powerful idea that is, hash chain techniques. In our hash chain based defense techniques we have two phases. The first phases is to detect the attack, and the second phases is to find the malicious nodes. We have compared our approach with the acknowledgement based mechanisms and the networks coding based mechanism which are well known approaches in the literature. In our simulation, we have achieved a very high node detection accuracy and low false negative rate.

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.

Intercultural service encounters : an exploratory study of customer experiences

Intercultural contact occurs on a daily basis across all facets of life, and is reflective of Australia’s multicultural society. This trend is observed in many Western industrialised nations and has contributed to a growing body of research and literature in the field of managing cultural diversity. While much of this research is focused on the internal context of the workplace, relatively little attention has been given to the impact of culture on the service provider and customer interface. In an effort to shed some light on the service experiences of culturally diverse customers, a series of exploratory interviews were conducted. The findings suggest that on the basis of service provider behaviors (both verbal and nonverbal), culturally diverse customers perceive they are the recipients of inequitable service and consequently experience low levels of satisfaction.

Conceptualizing the ιnfluence of the self-service technology context on consumer voice

The self-service technology (SST) context is characterized by consumer participation in service production and delivery, independent of service personnel; a lack of interpersonal interaction between consumers and service personnel; and consumers being required tointerface and interact with technology. With these features of the SST context in mind, in situations where SSTs fail to perform as promised, some challenges arise: consumers who are dissatisfied do not have the security or reassurance of service personnel to assist them; service personnel do not have the opportunity to prompt consumers to voice their dissatisfaction; and consumers need to initiate their own complaint response. If consumers fail to report their dissatisfaction directly to the organization, organizations will not know that a problem exists and may experience negative consequences such as consumer switching behavior. As reports of consumer dissatisfaction with SSTs become increasingly common, it is important, therefore, to investigate how organizations with SST-based offerings can encourage consumers to voice their dissatisfaction directly to the organization. Although the antecedents of consumer voice are well documented in the interpersonal services context, in the context of SSTs they have been subject to very little conceptual or empirical scrutiny. This paper argues that voice needs to be revisited with respect to SSTs due to their unique characteristics compared to interpersonal services, and presents a conceptual model of the antecedents of consumers' voice behavior in the context of SSTs.

An exploration of relational customers` response to service failure

Purpose – The purpose of this paper is to examine how customers with different relational bonds respond to the same service failure. In particular, the framework to service failure and recovery devised by Fournier and Mick is applied.
Design/methodology/approach – To uncover rich emotional and cognitive responses to service failure, in-depth interviews with eight former and current patrons of an Australian opera were used.
Findings – Three types of relationship were identified: satisfaction-as-love (SaL), satisfaction-as-trust (SaT) and satisfaction-as-control (SaC). Each responded to the same failure in different ways. SaL customers had emotional bonds with the product category and thus reaffiremed their loyalty following the failure. SaT customers saw the service failure and inadequate recovery as a breach of the brand's implied promise and thus excited the relationship. SaC customers took charge of the situation, using their status to improve their situation and then defended the brand.
Practical implications – The findings indicate the importance of customizing service recovery strategies, in this case to those customers with the strongest emotional bonds to the brand, not the product class.
Originality/value – This is the first paper to examine how relational customers respond to service failure and identify how different customer-brand relationships result in different post-failure reactions and expectations of service recovery.

Enabling successful web-based information technology support for enterprise customers: a service provider perspective of stakeholder-based issues

An understanding by support organisations of the key factors enabling successful enterprise after-sales customer support provision when using Web-based Selfservice Systems (WSSs) is essential to making  improvements in such systems. This paper reports key stakeholder-oriented findings from an interpretive study of critical success factors (CSFs) for the transfer of after-sales support-oriented knowledge from an information technology (IT) service provider to enterprise customers when a WSS is used. The findings suggest that researchers and practitioners should consider WSSs within a complex network of service providers, business partners and customer firms. The paper also clearly points to a need for support organisations to engage in greater collaboration and integration of WSSs with enterprise customers and business partners.

The design and implementation of an active replication scheme for distributing services in a cluster of workstations

Replication is the key to providing high availability, fault tolerance, and enhanced performance in a cluster of workstations (COWs). However, building such a system remains as a difficult and challenging task, mainly due to the difficulty of maintaining data consistency among replicas and the lack of easy and efficient tools supporting the development procedure. In this paper we propose an active replication scheme in which data consistency can be maintained. Based on the active replication scheme, we present an object-oriented design pattern and a constructing tool to simplify the design and implementation of service replications in COWs.

Exploring the role of relationship variables in predicting customer voice to a service worker

Customers’ perceptions of service workers’ trustworthiness and power, and their commitment to the service worker were investigated as possible determinants of the likelihood of customer voice directly to the service worker in the event of a service failure. Set in the context of hairdressing salons, it was found that hair stylists’ perceived trust (benevolence and credibility) and expert power were positively associated with clients’ intention to voice. By contrast, the level of coercive power hair stylists were perceived to have was negatively associated with intentions to voice. Hair stylists’ perceived benevolence was the strongest predictor of client voice.