There's a fly in my soup : the influence of service guarantees and personal requests on customer voice

Anecdotal evidence suggests that service guarantees and personal requests by service workers encourage customers to voice following failure. However, empirical support for these tactics in facilitating complaints to the organisation is limited. To address this deficiency, a 3 (guarantee treatment: none, unconditional or combined) x 2 (personal request to voice: yes or no) x 2 (failure severity: minor or major) full factorial, between subjects experiment was conducted in a restaurant context. Findings suggest that offering a service guarantee, regardless of whether it is unconditional or combined, can encourage voice. Severity of the failure was also found to be associated with voice. Surprisingly, however, a personal request to voice was not related to customers’ voice intentions. Implications of the findings are discussed.

Mutual authentication with malware protection for a RFID system

Radio Frequency Identification (RFID) system is a remote identification technology which is taking the place of barcodes to become electronic tags of an object. However, its radio transmission nature is making it vulnerable in terms of security. Recently, research proposed that an RFID tag can contain malicious code which might spread viruses, worms and other exploits to middleware and back-end systems. This paper is proposing a framework which will provide protection from malware and ensure the data privacy of a tag. The framework will use a sanitization technique with a mutual authentication in the reader level. This will ensure that any malicious code in the tag is identified. If the tag is infected by malicious code it will stop execution of the code in the RFIF system. Here shared unique parameters are used for authentication. It will be capable of protecting an RFID system from denial of service (DOS) attack, forward security and rogue reader better than existing protocols. The framework is introducing a layer concept on a smart reader to reduce coupling between different tasks. Using this framework, the RFID system will be protected from malware and also the privacy of the tag will be ensured.

Ebia Olewale : a life of service

Over the last seven decades, Papua New Guinea (PNG) has grown from a disparate collection of traditional societies loosely governed by its neighbour, Australia, to a thriving, developing state. The story of how PNG came to lose its colonial shackles and gain independence is one of collective endeavour, as the tiny group of Papua New Guineans who gathered in the dusty streets of Port Moresby transformed into the leaders of the new nation. One of them was the young teacher, Ebia Olewale, who in his own journey from the village to the nation experienced many triumphs and tragedies. PNG’s story – from the village to the world – is retold in this book, through the experiences of Ebia Olewale.

Using feature selection for intrusion detection system

A good intrusion system gives an accurate and efficient classification results. This ability is an essential functionality to build an intrusion detection system. In this paper, we focused on using various training functions with feature selection to achieve high accurate results. The data we used in our experiments are NSL-KDD. However, the training and testing time to build the model is very high. To address this, we proposed feature selection based on information gain, which can detect several attack types with high accurate result and low false rate. Moreover, we executed experiments to category each of the five classes (probe, denial of service (DoS), user to super-user (U2R), and remote to local (R2L), normal). Our proposed outperform other state-of-art methods.

Relationships, the role of individuals and knowledge flows in the internationalization of service firms

This article develops a new conceptual model of knowledge flows within international service firms. Our model takes explicit account of the critical role of relationships and the individual as being central to the process of knowledge transfer for service firms. The model is then validated with data collected from five international service firms using critical event analysis techniques. The findings reinforce our contention that the individual plays a critical role in the process of knowledge transfer and that relationships form an integral part of this process. The implications of this finding are also discussed.

Detecting and mitigating HX-DoS attacks against cloud web services

Cyber-Physical Systems allow for the interaction of the cyber world and physical worlds using as a central service called Cloud Web Services. Cloud Web Services can sit well within three models of Cyber- Physical Systems, Software-as-a-Service (SaaS), Platform-as-a-Service (PaaS), and Infrastructure-as-a- Service (IaaS). With any Cyber-Physical system use Cloud Web Services it inherits a security problem, the HX-DoS attack. HX-DoS attack is a combination of HTTP and XML messages that are intentionally sent to flood and destroy the communication channel of the cloud service provider. The relevance of this research is that TCP/IP flood attacks are a common problem and a lot of research to mitigate them has previously been discussed. But HTTP denial of service and XML denial of service problem has only been addressed in a few papers. In this paper, we get closer to closing this gap on this problem with our new defence system called Pre- Decision, Advance Decision, Learning System (ENDER). In our previous experiments using our Cloud Protector, we were successful at detecting and mitigate 91% with a 9% false positive of HX-DoS attack traffic. In this paper, ENDER was able to improve upon this result by being trained and tested on the same data, but with a greater result of 99% detection and 1% false positive.

Management of service level agreement for service-oriented content adaptation platform

It is paramount to provide seamless and ubiquitous access to rich contents available online to interested users via a wide range of devices with varied characteristics. Recently, a service-oriented content adaptation scheme has emerged to address this content-device mismatch problem. In this scheme, content adaptation functions are provided as services by third-party providers. Clients pay for the consumed services and thus demand service quality. As such, negotiating for the QoS offers, assuring negotiated QoS levels and accuracy of adapted content version are essential. Any non-compliance should be handled and reported in real time. These issues elevate the management of service level agreement (SLA) as an important problem. This chapter presents prior work, important challenges, and a framework for managing SLA for service-oriented content adaptation platform.

Antecedents and consequences of service quality in a higher education context : A qualitative research approach

Purpose – The purpose of the paper is to report on the perception of students in regard to critical antecedents, dimensions and consequences of service quality with an aim to develop a theoretical model in the context of a university in Australia.

Design/methodology/approach – This research used focus group discussions with 19 students who had been studying in undergraduate and postgraduate level programs at an Australian university.

Findings – The findings show that the critical antecedents to perceived service quality are information and past experience. There are three aspects of perceived service quality, namely, academic, administrative and facilities. Student satisfaction and student trust are found to have direct and positive relationships with perceived service quality as consequences; and brand performance and behavioural intention are found to have indirect relationships with perceived service quality mediated through satisfaction and trust.

Originality/value – This paper found three separate themes and their relationships with service quality in the context of a university. These themes are: information, past experience and brand performance. Perceived service quality was found playing an important role in this theoretical model. The model provides a good explanation of university brand performance and students' behavioural intentions.

Telephone survey of service-user experiences of a telephone-based mental health triage service

The participation of service users in all aspects of mental health service delivery including policy development, service planning and evaluation is increasingly an expectation of contemporary mental health care. Although there are a growing number of publications reporting service-user perspectives in the evaluation of mental health services, little attention has been paid to the views of service users about mental health triage services. The purpose of the study reported here was to examine service-users' (consumers and informal carers) experiences of a telephone-based mental health triage service. Using a framework developed from the World Health Organisation's elements of responsiveness, we conducted structured telephone interviews with service users who had contacted a telephone-based mental health triage service in regional Victoria, Australia. The main findings of the study were that consumers experienced more difficulty than carers in accessing the service and that, although most participants were satisfied, only a minority reported being involved in decision-making. Further work is needed to improve accessibility of mental health triage services and to investigate barriers to consumer self-referral. Professional development and practice support systems should be established to support mental health triage nurses in the development of collaborative, consumer-focused care.

Emerging wireless personal area networks(WPANs) : - An analysis of techniques, tools and threats

Wireless Personal Area Networks provide a pivotal role in local area network technology complementing traditional Wireless Local Area Network technologies. Bluetooth, ZigBee and NFC (Near Field Communications) have emerged as key WPAN technologies with UWB (Ultra Wide Band) standards currently evolving. They are however subject to the usual range of security vulnerabilities found in wireless LANs such as spoofing, snooping, man-in-the-middle, denial of service and other attacks. However security in WPANs is not as mature as it is in Wireless LANs and further work is needed in order to provide comparable protection. This paper examines a range of WPAN technologies and security issues and proposes protection mechanisms that can mitigate risk in each case. © 2012 IEEE.