scholarly journals Managerial Resourcefulness and Quality Service Delivery: The Place of Information Sharing in Public Sector Organizations

2021 ◽  
pp. 101-107
Author(s):  
D. I. Ochonogor ◽  
E. Amah
Keyword(s):  
Service Delivery ◽  
Information Sharing ◽  
Customer Service ◽  
Cost Effective ◽  
Business Environment ◽  
Learned Resourcefulness ◽  
Organizational Growth ◽  
Services Delivery ◽  
Key Factor ◽  
Active Attention

Service delivery is a key factor to be taken seriously for organizations that wants to survive and thrive. This study examines the influence of managerial resourcefulness on quality services delivery while assessing the relevance of information sharing in the process. The theory of learned resourcefulness was adopted to serve as an undergirded model in this review. It was concluded that; organizations can make excellence in customer service their hall work of success if they take advantage of the opportunity to have resourceful managers who will not feel discouraged and withdrawn in the face of a challenge, but who are posit to think critically and demonstrate readiness and enthusiasm to turn such situations around in favor of the organization. Therefore, organizational leadership should: Pay active attention to changes, events, and trends in the business environment and take practical steps to adapt to these changes to increase customer traffic to the organization in a seamless manner. Adopt a flexible disposition that allows the organization to modify these changes, events, and trends in the business environment and better understand what can drive the organization to succeed. Allow customers to prioritize change to help management get a better understanding of their expectations and respond sufficiently to improve the user experiences of these customers. Provide a lasting purpose to make informed decisions that will generate greater productivity and boosts organizational growth through effective collaborations. Give room for information sharing to dispense knowledge and competencies that will help in resource utilization, and cost-effective operation to improve service delivery.

scholarly journals The Effect of Electronic Banking on Customer Services Delivery in Commercial Banks in Rwanda

2019 ◽  
Vol 5 (1) ◽  
pp. 33
Author(s):  
Rose Nyiranzabamwita ◽  
Jean Bosco Harelimana
Keyword(s):  
Service Delivery ◽  
Customer Service ◽  
Commercial Banks ◽  
Public Awareness ◽  
Internet Banking ◽  
Functional Fitness ◽  
Mobile Banking ◽  
Electronic Banking ◽  
Services Delivery ◽  
Study Participants

The aim of the study was to assess how electronic banking affected customer delivery channels in Rwanda commercial banks. The specific objectives include assessing the effectiveness of e-banking, analyzing the factors affecting the customer delivery system, and also finding out the affiliation that exists between customer service delivery and e-banking in the bank of Kigali. Study participants included 1215 employee and about 350000 bank clients. The total number was 351215 study participants. The sample size was 400, which included both the staff and clients. The study revealed that customer service delivery in Bank of Kigali was explained by the probability of 0.0374 for internet banking; by the probability of 0.0004 for mobile banking; by probability of 0.0010 for electronic tax and that are respectively expected to 3.74% & 0.04% & 0.1% and of probabilities which are less than 10%. If we consider the simple regression theory, there is a probability of less than 10% by each electronic banking factor, which represents functional fitness variability. The R2 is 0.969, whereas the Adjusted R2 is 0.965, which indicates estimated model goodness. Up to 96.9% of the long-run appreciation in customer service delivery is influenced by changes in internet banking; mobile banking; electronic tax as implemented by the organization. Hence, the study revealed of essential affiliation between electronic banking and the observed factors, and the customer delivery channel in Bank of Kigali. The study recommended on sensitization of clients on the utilization and advantages of electronic banking services through having public awareness programs that boost their knowledge of the service.

Service blueprint 4.0: a service design for hotels beyond COVID-19

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ashutosh Pandey ◽  
Ruchika Kulshrestha
Keyword(s):  
Service Delivery ◽  
Customer Service ◽  
Service Failure ◽  
Service Encounters ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Content Type ◽  
Services Delivery ◽  
Hotel Service ◽  
Service Blueprint

PurposeThis study examines changes in customer service encounter patterns in response to the COVID-19 pandemic during stays at hotels. The study re-visits the hotel services delivery process and examines how the hotel service blueprint has been re-framed.Design/methodology/approachThe study implemented an exploratory and qualitative research design to identify changes in customer service encounters and the hotel service delivery process. The research applied a cross-sectional survey-based design, which involved open-ended and closed interview questions with hoteliers in the Delhi/NCR region.FindingsThe study identified an increase in contactless service during the service delivery process and in customer service encounters while staying at hotels. In so doing, the various service touchpoints in hotels need to transition from personalized service to contactless service encounters such as at check-in and payment, contactless room key access with available and accessible hand sanitizers, masks, room purifiers, automated room cleaning machines and the deployment of other smart artificial intelligence-based technologies.Practical implicationsThis paper profiles a revised service blueprint model for hotels, which could assist hotel service managers to address potential sources of customer dissatisfaction and service failure during the COVID-19 pandemic.Originality/valueThe paper explores ongoing changes in the hotel service delivery process during the COVID-19 situation and reveals ways in which the service blueprint has been re-framed.

scholarly journals Cost-effectiveness and feasibility of conditional economic incentives and motivational interviewing to improve HIV health outcomes of adolescents living with HIV in Anambra State, Nigeria

2021 ◽  
Vol 21 (1) ◽  
Author(s):  
Obinna Ikechukwu Ekwunife ◽  
Chinelo Janefrances Ofomata ◽  
Charles Ebuka Okafor ◽  
Maureen Ugonwa Anetoh ◽  
Stephen Okorafor Kalu ◽  
...  
Keyword(s):  
Viral Load ◽  
Cost Effectiveness ◽  
Service Delivery ◽  
Motivational Interviewing ◽  
Cost Effective ◽  
Economic Incentives ◽  
Additional Patient ◽  
Incentive Scheme ◽  
The Cost ◽  
The Impact

Abstract Background In sub-Saharan Africa, there is increasing mortality and morbidity of adolescents due to poor linkage, retention in HIV care and adherence to antiretroviral therapy (ART). This is a result of limited adolescent-centred service delivery interventions. This cost-effectiveness and feasibility study were piggybacked on a cluster-randomized trial that assessed the impact of an adolescent-centred service delivery intervention. The service delivery intervention examined the impact of an incentive scheme consisting of conditional economic incentives and motivational interviewing on the health outcomes of adolescents living with HIV in Nigeria. Method A cost-effectiveness analysis from the healthcare provider’s perspective was performed to assess the cost per additional patient achieving undetected viral load through the proposed intervention. The cost-effectiveness of the incentive scheme over routine care was estimated using the incremental cost-effectiveness ratio (ICER), expressed as cost/patient who achieved an undetectable viral load. We performed a univariate sensitivity analysis to examine the effect of key parameters on the ICER. An in-depth interview was conducted on the healthcare personnel in the intervention arm to explore the feasibility of implementing the service delivery intervention in HIV treatment hospitals in Nigeria. Result The ICER of the Incentive Scheme intervention compared to routine care was US$1419 per additional patient with undetectable viral load. Going by the cost-effectiveness threshold of US$1137 per quality-adjusted life-years suggested by Woods et al., 2016, the intervention was not cost-effective. The sensitivity test showed that the intervention will be cost-effective if the frequency of CD4 count and viral load tests are reduced from quarterly to triannually. Healthcare professionals reported that patients’ acceptance of the intervention was very high. Conclusion The conditional economic incentives and motivational interviewing was not cost-effective, but can become cost-effective if the frequency of HIV quality of life indicator tests are performed 1–3 times per annum. Patients’ acceptance of the intervention was very high. However, healthcare professionals believed that sustaining the intervention may be difficult unless factors such as government commitment and healthcare provider diligence are duly addressed. Trial registration This trial is registered in the WHO International Clinical Trials Registry through the WHO International Registry Network (PACTR201806003040425).

scholarly journals Pitfalls in the Immunochemical Determination of β‑Lactam Antibiotics in Water

Antibiotics ◽  
2021 ◽  
Vol 10 (3) ◽  
pp. 298
Author(s):  
Alexander Ecke ◽  
Rudolf J. Schneider
Keyword(s):  
Limit Of Detection ◽  
Cost Effective ◽  
Enzyme Linked Immunosorbent Assay ◽  
Degree Of Hydrolysis ◽  
Site Analysis ◽  
Antibody Recognition ◽  
Immunochemical Determination ◽  
Key Factor ◽  
Lactam Ring

Contamination of waters with pharmaceuticals is an alarming problem as it may support the evolution of antimicrobial resistance. Therefore, fast and cost-effective analytical methods for potential on-site analysis are desired in order to control the water quality and assure the safety of its use as a source of drinking water. Antibody-based methods, such as the enzyme-linked immunosorbent assay (ELISA), can be helpful in this regard but can also have certain pitfalls in store, depending on the analyte. As shown here for the class of β-lactam antibiotics, hydrolysis of the β‑lactam ring is a key factor in the immunochemical analysis as it influences antibody recognition. With the antibody used in this study, the limit of detection (LOD) in the immunoassay could be significantly reduced by hydrolysis for the five tested penicillins, with the lowest LOD for carbenicillin (0.2 nmol/L) and the greatest impact on penicillins G and V (reduction by 85%). In addition to enhanced quantification, our strategy also provides access to information about the degree of hydrolysis in water samples as shown for the most abundant penicillin amoxicillin.

Cyberspace at the Grassroots: E-Governance and Citizen/Stakeholder Perceptions at the Local Level in Bangladesh

2021 ◽  
pp. 245513332110340
Author(s):  
Habib Zafarullah ◽  
Jannatul Ferdous
Keyword(s):  
Service Delivery ◽  
Service Providers ◽  
Social Issues ◽  
Local Level ◽  
Cost Effective ◽  
Developed Countries ◽  
Information And Communications Technology ◽  
Least Developed Countries ◽  
Governance System ◽  
Citizen Perceptions

Bangladesh has experimented with e-governance since the early 2000s and currently ranks among the top 10 least developed countries. The deployment of e-governance at the local level has provided benefits to the rural people, with local councils increasingly using information and communications technology (ICT) to expand community-based delivery systems and augment rural service delivery. One-stop cyber centres provide a range of services that are user-friendly, cost-effective and less time-consuming. This study focuses on five sub-districts to inquire about the range of services provided by the e-service centres there. It has recorded citizen perceptions and the level of their satisfaction and the observations of service providers about the e-service mechanism. It also identifies key challenges in service delivery. Citizen satisfaction was measured using 12 indicators, while the service provider observations focused on social issues, governance, resource and technical issues. The study found several issues requiring attention to consolidate the e-governance system in the country.

The moderating impact of emotions on customer equity drivers and loyalty intentions

2017 ◽  
Vol 29 (2) ◽  
pp. 239-264 ◽  
Author(s):  
Zohaib Razzaq ◽  
Salman Yousaf ◽  
Zhao Hong
Keyword(s):  
Service Delivery ◽  
Customer Service ◽  
Customer Loyalty ◽  
Positive Emotions ◽  
Survey Design ◽  
Emotional Responses ◽  
Point Of View ◽  
Customer Equity ◽  
Content Type ◽  
Loyalty Intentions

Purpose The purpose of this paper is to investigate the significant contribution of emotions along with other conventional loyalty drivers on the loyalty intentions. Design/methodology/approach The influence of three conventional loyalty drivers, i.e., value equity, brand equity, relationship equity on loyalty intentions was investigated by further exploring the moderating effects of negative and positive emotions. A sample of 834 Pakistani consumers in the supermarkets and banking industries was studied employing store-intercept survey design. Findings Consumer behavior is driven by emotions in both the supermarkets and banking context. Thus, in order to better predict customer loyalty intentions, the emotional component is crucial and should be included along with other cognitive components. Practical implications Since customers’ emotional responses throughout service delivery are strongly linked to loyalty, therefore supermarkets and bank service managers need to make sure that the customers experience with their services as pleasurable as possible and for this purpose, customer service employees need to be trained in order to better understand the customers’ emotional responses during the course of service delivery process. Originality/value The present study complements the existing literature regarding the role of emotions in service settings and offers a new point of view for the linkage among emotions, customer equity drivers and customer loyalty intentions.

Analysis of Material Behaviour in Experimental and Simulative Setup of Joining by Forming of Aluminium Alloy and High Strength Steel with Shear-Clinching Technology

2014 ◽  
Vol 966-967 ◽  
pp. 549-556 ◽  
Author(s):  
Martin Müller ◽  
Réjane Hörhold ◽  
Marion Merklein ◽  
Gerson Meschut
Keyword(s):  
High Strength ◽  
Cost Effective ◽  
Metallic Materials ◽  
Material Behaviour ◽  
Transportation Sector ◽  
Reference Process ◽  
Key Factor ◽  
Mechanical Clinching ◽  
Safety Parameters ◽  
Systematic Development

In transportation sector the reduction of moving masses without the decrease of safety parameters is a key factor for future economic success. One possible approach for this is the use of different metallic materials in composite construction. Therefore, it is essential to establish a reliable component connection by means of suitable and cost-effective joining technologies. Mechanical joining technologies such as self-piercing riveting and mechanical clinching have proven to be effective methods for joining lightweight materials like aluminium and ductile steels. As these technologies require formability or pre-holing of the joining partners, the field of application is limited by the mechanical properties of the joining partners. Great potential for joining hot stamped steels, which have a very low elongation at fracture and therefore a low formability, offers the shear-clinching technology. For a systematic development of the shear-clinching technology, detailed investigations of the process are required. This paper presents an analysis of the material behaviour during the shear-clinching process and the reference process – clinching with pre-hole.

Building back smarter—part one: the case for more modular facilities in the NHS

2021 ◽  
Vol 27 (9) ◽  
pp. 1-9
Author(s):  
Isobel Clough
Keyword(s):  
Service Delivery ◽  
Physical Space ◽  
Cost Effective ◽  
Healthcare Services ◽  
Business Case ◽  
Care Quality ◽  
Healthcare Facilities ◽  
Building Maintenance ◽  
Cost Implications ◽  
The Cost

The NHS is facing an unprecedented backlog in both patient care and building maintenance, with severe implications for service delivery, finance and population wellbeing. This article is the first in a series discussing modular healthcare facilities as a potential solution to these issues, providing flexible and cost-effective spaces to allow services to increase capacity without sacrificing care quality. The first of three instalments, this paper will outline the problems facing the NHS estate, many of which have been exacerbated to critical levels by the COVID-19 pandemic, and what this means for service delivery. It will then make the case for modular infrastructure, outlining the potential benefits for healthcare services, staff and patients alike. Using modern methods of construction, this approach to creating physical space in healthcare can provide greater flexibility and a reduced impact on the environment. The next two articles in this series will go on to provide detailed case studies of successful modular implementation in NHS trusts, an analysis of the cost implications and guidance on the commissioning process and building a business case.

scholarly journals “Impact of Training on Employees Performance” (Evidence from Pharmaceutical Companies in Karachi, Pakistan)

2015 ◽  
Vol 6 (1) ◽  
pp. 49 ◽  
Author(s):  
Uzma Hafeez ◽  
Waqar Akbar
Keyword(s):  
Customer Service ◽  
New Technologies ◽  
Employee Performance ◽  
Interpersonal Relationship ◽  
Sampling Technique ◽  
Business Environment ◽  
Team Work ◽  
Future Research ◽  
Pharmaceutical Companies ◽  
The Impact

Employees are major assets of every organization. The accomplishment of the industry depends on its employee performance. Therefore, upper management knows the significance of expense in training for the advantage of improving employee performance and also places them to get the challenges of the today’s competitive business environment. This research also aims to see the “Impact of Training on Employee Performance in Pharmaceutical Industry in Karachi Pakistan”, in which Training consider as independent whereas dependent variable ‘Employee Performance‘ having its Performance areas i.e.; demonstrating team work, communication skill, customer service, interpersonal relationship and reduced absenteeism and its Developments areas i.e.; job-satisfaction, employee motivation, new technologies, efficiencies in process and innovation in strategies as its levers. The paper presents a concise summary of the literature on the value of training in improving the performance of the employees. Four pharmaceutical companies are selected. A survey of 356 employees via self administrated questionnaire with the help of random sampling technique is conducted with the response rate of 96%. Two sets of hypothesis are developed which relate directly to the research questions. SPSS 19 is used to perform reliability, descriptive, correlation and regression analysis. The analysis shows a positive significant relationship between them and the results reveal that the more the employee gets training, the more efficient their level of performance would be. The last section of the paper concludes along with recommendation to give guidelines for future research.

How to Evaluate the Economic Value Added of Innovative Interface Technologies in a Booming Cyber Commerce Environment

2011 ◽  
Vol 467-469 ◽  
pp. 1006-1011
Author(s):  
Ming Yuan Hsieh ◽  
Chung Hsing Huang ◽  
Wen Ming Wu
Keyword(s):  
Factor Analysis ◽  
Customer Service ◽  
Economic Value ◽  
Value Added ◽  
Business Environment ◽  
Economic Value Added ◽  
Social Community ◽  
Priority Vector ◽  
Network Process ◽  
Four Levels

Beginning in the 21st century, e-business enterprises need to take vigorous tactics in facing greater challenges in a booming cyber commerce era. In today’s e-business environment, innovative interface technologies change with each passing day, customers’ (users’) satisfaction are more and more discerning, and market demands can fluctuate unpredictably. While facing constant changes in the lower-profit and high customer-service cyber commerce environment, it is important to know how to break through the current Information Technology (IT) industrial situation, maintain the enterprises’ owned advantage and continuously make a profit under a booming transition. In this research, nineteen sub-criteria are categorized into five factors (criteria) by the measurement of factor analysis. Three basic types of innovative business websites (portals, cyber commerce and social community) in an e-business environment are then evaluated by nineteen assessable criteria of five characteristics of innovation interface technology through the use of the Analytical Network Process (ANP) approach. The specific feature of the ANP model is to establish a pairwise comparative matrix and furthermore, to calculate the priority vector weights (eigenvector) of each assessable characteristic, criteria and sub-criteria. The factor analysis can utilize more measure matrix to benefit the deviation of ANP approach due to less data from expert’s opinions. Additionally, in the content, the analytical hierarchical relations are definitely expressed in four levels among each characteristic of innovative interface technology (IIT), criterion and sub-criteria. Moreover, based on the empirical analysis, the enterprises are able to choose the best potential business website with highest economic value added (EVA) through this research in order to maximize financial profits and benefits from an innovative perspective. Finally, some suggestions for managers and researchers are inductively formed to further determine the best development of innovative interface technologies in a thriving cyber commerce environment.

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