scholarly journals The Driving Path of Customer Sustainable Consumption Behaviors in the Context of the Sharing Economy—Based on the Interaction Effect of Customer Signal, Service Provider Signal, and Platform Signal

2021 ◽  
Vol 13 (7) ◽  
pp. 3826
Author(s):  
Juying Wang ◽  
Xiaoqing Yu
Keyword(s):  
Service Provider ◽  
Service Providers ◽  
Positive Impact ◽  
Sustainable Consumption ◽  
Qualitative Comparative Analysis ◽  
Sharing Economy ◽  
Interactive Effects ◽  
Web Crawler ◽  
Sustainable Services

The sharing economy, based on collaboration, sharing, and innovation, has brought about a disruptive revolution in the transformation of the economy and provided a new operating mechanism for promoting sustainable consumption. Therefore, exploring which signals in the sharing economy can effectively stimulate customer consumption behaviors is of great significance. The research uses the signal-interpretation-response (I-I-R) model to build a research framework for customer sustainable consumption behaviors in the context of the sharing economy. With the help of web crawler technology, we captured customer online review data on Airbnb, the sharing accommodation platform, to study the driving path to interpret how multiple signals from different sources influence sustainable consumption behaviors. Regression research shows that the scores in the customer signal, the sustainable services provided in the service provider signal, the super-host certification in the platform signal, and the interactive effects of the three signals have a significant positive impact on customer sustainable consumption behaviors. Consequently, the increase of customer sustainable consumption behaviors improves sales performance. Furthermore, the fuzzy-set qualitative comparative analysis (fsQCA) found five configurations for customer sustainable consumption behaviors based on different property types. The research results provide a reference for strengthening customer sustainable consumption behaviors and improving the service quality of platforms and service providers.

scholarly journals Identifying the Types and Impact of Service Provider’s Responses to Online Negative Reviews in the Sharing Economy: Evidence from B&Bs in China

2020 ◽  
Vol 12 (6) ◽  
pp. 2285
Author(s):  
Wenlong Liu ◽  
Rongrong Ji ◽  
Chen (Peter) Nian ◽  
Kisang Ryu
Keyword(s):  
Service Providers ◽  
Online Reviews ◽  
Sharing Economy ◽  
Interactive Effects ◽  
Content Quality ◽  
Consumer Complaints ◽  
Property Owners ◽  
The Relationship ◽  
Perceived Helpfulness

Online consumer complaints are closely related to business reputation and elicit managers’ persistent efforts. However, service providers in the sharing economy (SE) lack the skills to communicate with consumers because most are informal or nonprofessional property owners. This research aims to examine the relationship between service providers’ responses and prospective consumers’ perceived helpfulness in the SE by using bed and breakfasts (B&B) as the sample. Response length and voice are adopted to measure the content quality of B&B’s response to an online complaint. Three types of voices (defensive, formalistic, and accommodative) are identified by analyzing service providers’ responses to negative reviews, among which the accommodative voice with empathic statements is the most effective. An inverted-U curve relationship between response length and helpfulness votes is verified based on cognitive load theory. Moreover, interactive effects between response length, review length, and images are also examined. This study suggests the investigation of online reviews from comprehensive perspectives, as well as the adoption of personalized strategies by SE practitioners to respond to consumer complaints.

The Playout Control Management

2011 ◽  
pp. 689-702
Author(s):  
Mirko Luca Lobina ◽  
Luigi Atzori ◽  
Fabrizio Boi
Keyword(s):  
Quality Of Service ◽  
Service Provider ◽  
Service Providers ◽  
State Of The Art ◽  
Main Idea ◽  
The State ◽  
Ip Telephony ◽  
Open Standard ◽  
Control Management

IP Telephony provides a way for an enterprise to extend consistent communication services to all employees, whether they are in main campus locations, at branch offices, or working remotely, also with a mobile phone. IP Telephony transmits voice communications over a network using open standard-based Internet protocols. This is both the strength and weakness of IP Telephony as the involved basic transport protocols (RTP, UDP, and IP) are not able to natively guarantee the required application quality of service (QoS). From the point of view of an IP Telephony Service Provider this definitely means possible waste of clients and money. Specifically the problem is at two different levels: i) in some countries, wherelong distance and particularly international call tariffs are high, perhaps due to a lack of competition or due to cross subsidies to other services, the major opportunity for IP Telephony Service Providers is for price arbitrage. This means working on diffusion of an acceptable service, although not at high quality levels; ii) in other countries, where different IP Telephony Service Providers already exist, the problem is competition for offering the best possible quality. The main idea behind this chapter is to analyze specifically the state of the art playout control strategies with the following aims: i) propose the reader the technical state of the art playout control management and planning strategies (overview of basic KPIs for IP Telephony); ii) compare the strategies IP Telephony Service Provider can choose with the aim of saving money and offering a better quality of service; iii) introduce also the state of the art quality index for IP Telephony, that is a set of algorithms for taking into account as many factors as possible to evaluate the service quality; iv) provide the reader with examples on some economic scenarios of IP Telephony.

scholarly journals Could EAISI-trained providers provide better quality of IUD services? Results of a secondary data analysis of complications as a proxy indicator

2019 ◽  
Vol 3 ◽  
pp. 1473
Author(s):  
Manish Gehani ◽  
Manoj Pal ◽  
Anupama Arya ◽  
Shobhana Singh ◽  
Kaushik S. ◽  
...  
Keyword(s):  
Service Providers ◽  
Positive Impact ◽  
Clinical Skills ◽  
Intrauterine Device ◽  
Secondary Data ◽  
Cross Sectional Study ◽  
Cross Sectional ◽  
The Government

Background: For accelerating its progress towards FP2020 goals, the Government of India has focused on improving the quality of intrauterine device (IUD) services. EngenderHealth has supported the Governments of Rajasthan and Gujarat since 2014 through its Expanding Access to IUD Services in India (EAISI) project by building the capacity of service providers, monitoring their compliance with standard practices, and strengthening health systems. This study sought to assess whether EAISI trained providers provide a better quality of IUD services as compared to non-EAISI trained providers, as indicated by a reduction in confirmed IUD complications? Methods: This study was an analytical cross-sectional study of secondary data collected from the follow-up registers of 176 intervention facilities (138 in Rajasthan and 38 in Gujarat) during Phase I of EAISI project. The analysis included clients who returned between April 2018 and March 2019 to the same facility for a follow-up visit. Multivariate logistic regression was performed to determine factors associated with IUD complications. Results: A total of 56,733 IUD insertions were conducted, and 10,747 (18.9%) client follow-ups were documented. Of these, 49.4% (N=5,305) clients received IUDs from EAISI-trained providers, while 50.6% (N=5,442) received IUDs from non-EAISI trained providers. A total of 4.0% (N=432) of clients experienced complications (Expulsion: 1.3%, Missing Strings: 1.7%, Infection: 1.1%). Clients who received IUDs from non-EAISI-trained providers were 55.5% more likely [95% CI (26.2%, 91.5%), p<0.0005] to have complications compared to clients who received insertions from EAISI-trained providers. Other significant factors include the type of IUD, timing of the follow-up visit and timing of the insertion. Conclusion: The findings demonstrate that intensive, hands-on training of providers to improve clinical skills for IUD insertions can have a positive impact on the reduction of post-insertion complications.

scholarly journals Public Service in Interpersonal Communication

2019 ◽  
Vol 1 (5) ◽  
Author(s):  
Ira Lusiawati
Keyword(s):  
Interpersonal Communication ◽  
Communication Skills ◽  
Public Service ◽  
Service Provider ◽  
Public Services ◽  
Service Providers ◽  
Mutual Understanding ◽  
The Public

One important aspect in the implementation of public services is the ability of a service officer to interact and communicate with others. Communication is the most common thing in providing services. Good value whether or not a service is often seen from how the service providers in communicating with customers. For this communication skills must be owned and mastered properly by each service provider. In the implementation of public services, communication skills become one of the important aspects that will affect how effective the public services are provided and will determine how the community as a customer in responding to and imaging the funding organization. To communicate must be able to place humans in an honored position as well as public service is an effort to humanize humans (human humanization). In communication there is delivery of information and from one person to another. Communication will be good if there is mutual understanding between the sender and receiver of information so that the message conveyed is easily understood . This paper reviews the effectiveness of interpersonal communication within organizations to improve the quality of public services.

scholarly journals UPAYA RESTORAN DALAM MENCIPTAKAN KEPUASAN PELANGGAN: Studi Pengendalian Mutu Restoran Dave Kitchen di Yogyakarta

2018 ◽  
Author(s):  
Daisy Christiana Santoso
Keyword(s):  
Quality Of Care ◽  
Service Provider ◽  
Service Providers ◽  
Tourism Industry ◽  
Quality Of Services ◽  
The World ◽  
Food And Beverage ◽  
Independent States ◽  
Unit Analysis

ABSTRACRestaurant or caffee is part of tourism industry that played a role as service providers food and beverage for people who were far from home. The customer’s need of value service pushing the service provider of food and beverage to get involved in the competition and won them all. Any activities of the restaurant must be focused on management efforts to provide the performances of service that exceed expectations of customers. These efforts can be done through the development of the quality of care with consists of reability, responsibility, assurance, empathy, and tangibles. Based on the above description, then done reseacrh on the strategy the development of the quality of services to the satisfaction of customers. Unit analysis of this research are the guests who has ever been and making purchases at Dave Kichen. Methods used in this study is the method of observation, interview and documentation. The analysis of data used is the analysis of qualitative to see the influence of a variable is independent of variable dependent. The analysis is shown by those independent states (in the world service) to variable dependent (reward customers). These other factors that arent pursuing.

scholarly journals Analisis Kepuasan Pelanggan dengan Menggunakan SERVQUAL: Studi Kasus Layanan IndiHome PT. Telekomunikasi Indonesia, Tbk, Regional 1 Sumatera

2017 ◽  
Vol 1 (2) ◽  
pp. 61 ◽  
Author(s):  
M. Mujiya Ulkhaq ◽  
Monalisa Putri Br. Barus
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Provider ◽  
Service Providers ◽  
Network Service ◽  
High Expectations ◽  
Network Service Provider ◽  
State Owned Enterprise ◽  
Preliminary Study

As competition increases, delivering better service becomes more important; it is not with the expception of PT. Telekomunikasi Indonesia, Tbk (PT TELKOM), which is the only state-owned enterprise as well as the largest telecommunication and network service provider in Indonesia. This is because service quality is considered as an important aspect for the success of the service provider. This study aims to assess the service quality of PT. TELKOM for IndiHome products. A preliminary study showed that there are many customers complaining about IndiHome's service quality. In addition, the tight competition and the emergence of several similar service providers as well as attractive promotion will inevitably attract customers not to be loyal if PT. TELKOM does not immediately improve the quality of the service. This research was conducted not only to assess the service quality of IndiHome (using SERVQUAL), but also to give some recommendations to PT. TELKOM especially Regional 1 Sumatra in order to attain customer satisfaction. There were 153 respondents who participated in this study. The results show that on average, customers are not satisfied (the gap value is −1.539). This negative value means that the customers have high expectations of the services that should be delivered by PT. TELKOM, but in reality the performance of the service is not as high as their expectations. Therefore, some recommendations are given to improve the performance of IndiHome’s service quality so that the customers are satisfied.

Fuzzy rule based SLA generation algorithms for web based multi party negotiation systems

2020 ◽  
Vol 39 (6) ◽  
pp. 8345-8356
Author(s):  
M. Alamelu ◽  
T.S. Pradeep Kumar ◽  
V. Vijayakumar
Keyword(s):  
Service Provider ◽  
Service Providers ◽  
Service Level Agreement ◽  
Fuzzy Rule ◽  
Service Level ◽  
Rule Base ◽  
Web Based ◽  
Multilateral Negotiation ◽  
Service Consumer

Service Level Agreement (SLA) is an agreement between the service provider and consumer to provide the verifiable quality of services. Using the valuable metrics in SLA, a service consumer could easily evaluate the service provider. Though there are different types of SLA models are available between the consumer and provider, the proposed approach describes the Fuzzy rule base SLA agreement generation among multiple service providers. A negotiation system is designed in this work to collect the different sets of provider services. With their desired quality metrics, a common Fuzzy based SLA report is generated and compared against the existing consumer requirements. From the analysis of the common agreement report, consumers can easily evaluate the best service with the desired Impact service, cost and Quality. The main advantage of this approach is that it reduces the time consumption of a consumer. Moreover, the best service provider can be selected among multiple providers with the desired QoS parameters. At the same time, the bilateral negotiation is enhanced with the approach of multilateral negotiation to improve the searching time of consumers.

Soft Computing in the Quality of Services Evaluation

2014 ◽  
pp. 76-87
Author(s):  
María T. Lamata ◽  
Daymi Morales Vega
Keyword(s):  
Literature Review ◽  
Service Quality ◽  
Soft Computing ◽  
Service Provider ◽  
Service Providers ◽  
Quality Criteria ◽  
Quality Of Services ◽  
Quality Models ◽  
Services Evaluation

The evaluation of the Quality of Services (QoS) has been a topic of particular interest to many authors. In the literature, many works have been developed where different models are proposed to assess the QoS in different environments. These models evaluate the QoS from a set of criteria, which may vary from one environment to another, and thus they do not always have the same importance. Considering this, there have been many studies proposing techniques to evaluate the performance of the quality criteria. Techniques have also been developed to obtain the ranking of a given service provider. The purpose of this chapter is to make a literature review of service quality models, methods for determining the weights of the criteria, and the methods used to conduct an overall assessment of service providers.

scholarly journals Netzneutralität: Regulierungsbedarf?

2011 ◽  
Vol 60 (2) ◽  
Author(s):  
Hubertus Gersdorf
Keyword(s):  
Quality Of Service ◽  
Service Provider ◽  
Service Providers ◽  
Competition Law ◽  
Added Value ◽  
The Internet ◽  
Best Effort ◽  
Content Provider ◽  
Regulatory Law

AbstractIn principle, all data on the Internet have so far been transmitted on the basis of best-effort, i.e. equally and without change, regardless of content, service, application, origin or destination. Quality of Service (QoS) has not been excluded, but has instead generally been limited to the access network of the Internet Service Provider (access-ISP) (IPTV, VoIP etc.). Now, the ISPs plan to offer such a QoS on the Internet as well by means of various prioritised transport groups. These QoS transport groups are not supposed to displace, but rather to complement the best effort area (QoS and best effort). Hereby the ISP first expect to participate more in the added value of the Internet. Secondly, the problems caused by the bottleneck for timecritical services and other forms of QoS (IPTV, VoIP, gaming etc.) are to be eliminated. Thirdly, various transport groups and various groups of products (IPTV, VOD, interactive services such as gaming etc.) characterised by specific technical features of performance and features of quality are to be composed and marketed by the ISP to the content provider, to the service provider and to the consumer. In order to guarantee such QoS on the Internet, the ISP have to agree on cross-network technical standards for QoS.Both the European Commission and the German legislator, being competent for transposing the EU directives on telecommunications into national law, take a careful approach to the issue of network neutrality. For the case that ISP limit the access or the use of services the directives provide for transparency rules aimed at guaranteeing the comsumer’s freedom of choice. Beyond that, minimum requirements for the quality of service can be set in order to prevent impairment of services and hindrance or slowdown of data traffic in the nets. Hereby consumers are protected comprehensively. As it stands more regulation is not necessary. The risk of discrimination coming from vertical integration can be addressed by means of sector-specific regulatory law (cf. § 42 German Telecommunications Act - TKG) and by means of general competition law (cf. §§ 19, 20 Act Against Restraints of Competition - GWB, Article 102 Treaty on the Functioning of the European Union - AEUV). The composition of the various QoS transport groups and marketing to the content provider, to the service provider and to the consumer do not as such give rise to a need for regulation. In fact, the formation of (cross-network) QoS transport groups constitutes a pre-condition for consumers booking such QoS on the Internet. However, all content providers and service providers seeking access to QoS transport groups must have such access according to non-discriminatory terms. Such non-discriminatory access can be adequately guaranteed by sector-specific regulatory law and general competition law. At present, subject to the condition of there being a robust and dynamically developing best effort area in addition to QoS transport groups, more regulation is not necessary. However, it cannot be predicted whether the different QoS transport groups will emerge or not. Regulation „at random“ is as pointless as „symbolic regulation“.

Service Quality Perceptions of Solely Loyal Customers

2011 ◽  
Vol 53 (6) ◽  
pp. 793-810 ◽  
Author(s):  
Swetlana Bogomolova
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Service Provider ◽  
Service Providers ◽  
Cross Sectional ◽  
Quality Perceptions ◽  
Multiple Provider ◽  
And Control ◽  
Loyal Customers

Having more solely loyal customers (those who only use one supplier) is an aspiration for most service providers. Yet, it is unclear whether, or in what way, solely loyal customers differ from customers whose loyalty is divided between more than one service provider. One loyalty indicator is a consumer's evaluation of the quality of service they receive. Using seven sets of cross-sectional data, this research reveals that solely loyal customers give, on average, approximately 10% more positive service quality evaluations than customers of the same provider who also use other providers. The implication of this finding for market researchers and practitioners is that service quality scores could be moderated by the distribution of solely loyal and multiple-provider users in a given sample. Therefore, every service quality survey should measure how many providers a customer uses and control for the proportion of solely loyal customers when tracking change using cross-sectional samples.

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