Results 291 to 300 of about 15,544,913 (349)

Human staff vs. service robot vs. fellow customer: Does it matter who helps your customer following a service failure incident?

, 2020
The key to excellent service delivery is to ensure harmonious interactions between service actors. Therefore, in the event of service failure incidents, an understanding of the roles and interactions of these service actors is critical to achieving ...
Ting-Hin Ho, Dewi Tojib, Y. Tsarenko
semanticscholar   +1 more source

Clinical service organisation for heart failure

Cochrane Database of Systematic Reviews, 2012
Chronic heart failure (CHF) is a serious, common condition associated with frequent hospitalisation. Several different disease management interventions (clinical service organisation interventions) for patients with CHF have been proposed.To update the previously published review which assessed the effectiveness of disease management interventions for ...
Andrea, Takeda, Stephanie J C, Taylor, Rod S, Taylor, Faisal, Khan, Henry, Krum, Martin, Underwood   +5 more
openaire   +2 more sources

Internet service performance failure detection

ACM SIGMETRICS Performance Evaluation Review, 1998
The increasing complexity of computer networks and our increasing dependence on them means enforcing reliability requirements is both more challenging and more critical. The expansion of network services to include both traditional interconnect services and user-oriented services such as the web and email has guaranteed both the increased complexity of
Amy R. Ward, Peter W. Glynn, Kathy J. Richardson   +2 more
openaire   +2 more sources

Predicting Timing Failures in Web Services

2009
Web services are increasingly being used in business critical environments, enabling uniform access to services provided by distinct parties. In these environments, an operation that does not execute on due time may be completely useless, which may result in service abandonment, and reputation or monetary losses.
Nuno Laranjeiro, Marco Vieira, Henrique Madeira   +2 more
openaire   +2 more sources

Timing Failures Detection in Web Services

2008 IEEE Asia-Pacific Services Computing Conference, 2008
Current business critical environments increasingly rely on SOA standards to execute business operations. These operations are frequently based on Web service compositions that use several Web services over the internet and have to fulfill specific timing constraints.
Nuno Laranjeiro, Marco Vieira, Henrique Madeira   +2 more
openaire   +2 more sources

A Taxonomy of Service Failures in Electronic Retailing

Proceedings of the 41st Annual Hawaii International Conference on System Sciences (HICSS 2008), 2008
Service failure and recovery have been extensively investigated in the bricks-and-mortar environment, and there is a growing body of empirical research exploring service failure and recovery in the electronic environment. The present study addresses a gap in the literature by developing a taxonomy of failures applicable to both product-oriented ...
Nelson Massad, John C. Beachboard
openaire   +2 more sources

Understanding homophily of service failure within the hotel guest cycle: Applying NLP-aspect-based sentiment analysis to the hospitality industry

, 2020
Online complaints have become increasingly influential on the purchasing behavior of customers in recent years. In an effort analyze large quantities of textual complaints and detail the various aspects of them, Aspect-Based Sentiment Analysis was looked
Raksmey Sann, Pei-Chun Lai
semanticscholar   +1 more source

When does technology anthropomorphism help alleviate customer dissatisfaction after a service failure? – The moderating role of consumer technology self-efficacy and interdependent self-construal

Journal of Hospitality Marketing & Management, 2019
Given the increasing presence of humanoid service robots at airports, hotels and restaurants, the current study investigates how consumers’ interdependent self-construal and technology self-efficacy jointly influence their reactions to service machines ...
Alei Fan, Luo-Rong Wu, Li Miao, A. Mattila   +3 more
semanticscholar   +1 more source

An examination of interactive effects of employees’ warmth and competence and service failure types on customer’s service recovery cooperation intention

, 2020
Drawing from the compensation effects in social cognition theory, this study aims to investigate the interactive effects of employees’ warmth and competence and service failure types on customer’s service recovery cooperation intention after a service ...
Yingying Huang, Meng Zhang, D. Gursoy, Si Shi   +3 more
semanticscholar   +1 more source

Staff training for service failures and recovery.

2017
[No abstract available]
Saltık, Işıl Arıkan, Çalışkan, Uğur, Avcı, Umut   +2 more
openaire   +2 more sources