Observation-Based Trust Management for Services in Mobile Networks

2010 ◽  
pp. 309-331
Author(s):  
André Paul ◽  
Carsten Jacob ◽  
Heiko Pfeffer ◽  
Stephan Steglich
Keyword(s):  
Service Quality ◽  
Mobile Networks ◽  
Trust Management ◽  
Ad Hoc ◽  
Service Providers ◽  
Handheld Devices ◽  
Trust Relationships ◽  
Quality Perceptions ◽  
The Future ◽  
Service Behavior

The growing availability of well-equipped handheld devices and the increasing mobility of users influence the way today’s services can be used. In the future, services provided by different devices can be used on an ad-hoc basis to fulfill user-specified tasks. This chapter proposes an infrastructure for mobile networks that allows for the rating of nodes with respect to their provided functionalities. Thus, it is possible to create reputation relationships and trust assessments between service requesters and service providers. One means for making use of trust relationships is in the reduction and the prevention of interactions with misbehaving or inaccurate nodes. The authors’ work also factors in the subjectivity of users by allowing different service quality perceptions for each user. Thus, each user can base his or her cooperation behavior on their own service behavior preferences instead on the aggregated preferences of all users.

Accommodating ethnic minority consumers during service encounters: the fine line

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sarah Mady ◽  
John B. Ford ◽  
Tarek Mady
Keyword(s):  
Service Quality ◽  
Ethnic Minority ◽  
Service Providers ◽  
Service Encounter ◽  
Service Encounters ◽  
Service Firms ◽  
Content Type ◽  
Quality Perceptions ◽  
Language And Ethnicity ◽  
The Impact

Purpose This paper aims to examine the effect of intercultural accommodation efforts on service quality perceptions among ethnic minority consumers. Specifically, the paper postulates that during an intercultural service encounter, the impact of the service provider’s language and ethnicity on the consumer’s service quality perceptions is moderated by the level of service involvement, consumer acculturation and perceived discrimination, which, in turn, influence purchase intent. Design/methodology/approach A 2 × 2 between-subjects experimental design with an online nationwide consumer panel of Hispanic consumers was conducted where 377 participants were randomly assigned to a series of service encounter scenarios in the banking service context to manipulate accommodation efforts (yes vs no) and the level of involvement with the service (high vs low). Findings When such language and ethnicity accommodations were offered, highly acculturated minority consumers regarded the service encounter less favorably than low acculturated minority consumers. Moreover, during low-involvement service encounters, intercultural accommodations positively impacted consumer’s service quality perceptions compared to situations involving high-involvement services. Also, minority consumers with perceptions of past discrimination had less favorable evaluations of the service quality than when such perceptions were nonexistent when intercultural accommodation efforts were made by the service provider. Research limitations/implications The findings add to the sparse literature that examines the effectiveness of intercultural accommodation and focuses on the combined use of service provider’s language and ethnicity as a means to enhance service quality. Practical implications The study delivers cautions for service firms not to generalize the receptivity of intercultural accommodation efforts. Given the increasingly sizable segments of minority customers, this study offers insights for service providers to develop suitable recruitment strategies and training programs when devising effective ethnic targeting strategies. Originality/value This research is among the first to explain why the effect of target marketing is not homogenous by expanding the research on intercultural accommodations toward a new context considering service involvement levels among varied minority consumer groups.

Hybrid Trust Structure in Self-Organizing Networks

2011 ◽  
pp. 80-95
Author(s):  
Tong Zhou ◽  
Lein Harn
Keyword(s):  
Service Provider ◽  
Trust Management ◽  
Ad Hoc ◽  
Service Providers ◽  
The Public ◽  
Innovative Solutions ◽  
Traditional Service ◽  
Web Of Trust ◽  
Hierarchical Management ◽  
Self Organizing

A traditional service provider of telecommunications is recognized as an authority which is trusted by the subscribers and the public. Ad hoc and Peer to Peer (P2P) networks have demonstrated advantages that service provider controlled networks lack, and they also exhibit self-organizing behaviors. A pure self-organizing network does not rely on any hierarchical management. Instead, it utilizes a web of trust for security. Its trust management is complicated and varies from node to node. In this article, we discuss a hybrid trust structure that leverages the involvement of an authority in a self-organizing network to increase trust levels between disconnected small-worlds. The new model will help service providers design more robust and innovative solutions for next generation networks and applications. [Article copies are available for purchase from InfoSci-on-Demand.com]

Hybrid Trust Structure in Self-Organizing Networks

2010 ◽  
pp. 395-409
Author(s):  
Tong Zhou ◽  
Lein Harn
Keyword(s):  
Service Provider ◽  
Trust Management ◽  
Ad Hoc ◽  
Service Providers ◽  
The Public ◽  
Innovative Solutions ◽  
Traditional Service ◽  
Web Of Trust ◽  
Hierarchical Management ◽  
Self Organizing

A traditional service provider of telecommunications is recognized as an authority which is trusted by the subscribers and the public. Ad hoc and Peer to Peer (P2P) networks have demonstrated advantages that service provider controlled networks lack, and they also exhibit self-organizing behaviors. A pure self-organizing network does not rely on any hierarchical management. Instead, it utilizes a web of trust for security. Its trust management is complicated and varies from node to node. In this article, we discuss a hybrid trust structure that leverages the involvement of an authority in a self-organizing network to increase trust levels between disconnected small-worlds. The new model will help service providers design more robust and innovative solutions for next generation networks and applications.

Trust Management in Mobile Cloud Computing

2013 ◽  
pp. 54-93
Keyword(s):  
Cloud Computing ◽  
Mobile Networks ◽  
Trust Management ◽  
Mobile Cloud Computing ◽  
Rapid Development ◽  
Data Access ◽  
Future Research ◽  
Mobile Cloud ◽  
Trust Relationships ◽  
Mobile Networking

Cloud computing provides various computing resources delivered as a service over a network, particularly the Internet. With the rapid development of mobile networking and computing, as well as other enabling technologies, cloud computing is extended into the mobile domain. Mobile cloud computing concerns the usage of cloud computing in combination with mobile devices and mobile networks, in which trust management plays an important role to establish trust relationships in order to offer trustworthy services. This chapter briefly introduces trust management technologies in cloud computing. The authors analyze the basic requirements of trust management in mobile cloud computing by introducing its architecture and distinct characteristics. They further propose a number of schemes in order to realize autonomic data access control based on trust evaluation in a mobile cloud computing environment. Furthermore, the authors discuss unsolved issues and future research challenges in the field of trust management in mobile cloud computing.

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.

Quantifying the Extent of Temporal Decay in Service Quality Ratings

2009 ◽  
Vol 51 (1) ◽  
pp. 1-17
Author(s):  
Svetlana Bogomolova ◽  
Jenni Romaniuk ◽  
Anne Sharp
Keyword(s):  
Service Quality ◽  
Financial Planning ◽  
Ad Hoc ◽  
The Body ◽  
Service Encounter ◽  
Temporal Decay ◽  
Quality Perceptions ◽  
Body Of Knowledge ◽  
Quality Ratings ◽  
Rate Of Decline

This paper seeks to synthesise the disparate research to date that has been done on the temporal decay of service quality and satisfaction responses. We aim to verify if this measurement artefact exists and, if so, to see if its magnitude can be quantified and generalised across a range of conditions. Using the existing published results from various ad hoc studies to date that have looked at the issue, we quantify the reported decays in service quality and satisfaction scores. In addition, we extend the research into two new crosssectional studies in the catering and financial planning industries. Service quality ratings decay as the time since the service experience increases. The extent of this decay is generalisable to approximately a 10% decline in service scores over a one- to three-month period. The majority of the decay occurs within the first month of the service encounter and then this rate of decline slows down or stabilises. This research adds to the body of knowledge concerning moderators of service quality ratings. It makes an important managerial contribution through providing a generalised decay figure of about 10% that can be used by managers and researchers to separate the confounding effects of temporal decay from real changes in customers’ service quality perceptions.

scholarly journals The effects of perceptions about Turkish baths on future intentions in context of thermal tourismTermal turizm kapsamında hamamlarla ilgili algıların gelecek niyeti üzerine etkileri

2016 ◽  
Vol 13 (1) ◽  
pp. 2232 ◽  
Author(s):  
Saadet Pınar Temizkan ◽  
Aykut Ekici ◽  
Barış Demirci
Keyword(s):  
Service Quality ◽  
Hot Water ◽  
Survey Method ◽  
Quality Perceptions ◽  
Water Region ◽  
Study Results ◽  
The Future ◽  
Research Population ◽  
Future Intention ◽  
Convenience Sampling

This study aims to explore the service quality perceptions of visitors who experience the Turkish baths in Eskisehir and determine the effects of these perceptions’ on future intentions. The future intention includes behaviors that formed within customers' experience after the acquired service. Within this context, the future intention topics discussed in the study were revisit intention and recommendation factor. Research population constituted visitors benefiting from Turkish baths in Eskisehir Center hot water region. There are 14 baths businesses located in the area. Data is gathered through survey method. The survey consisted two parts. In the first part, there were six expressions to determine the demographic characteristics of participants. The second part consisted 16 expressions to determine the perception and future intentions of the participants regarding Turkish baths. 369 surveys which are collected by convenience sampling method are analyzed with a statistic software and interpreted in accordance with the aims of study. Results indicate that service quality perceptions about Turkish baths have influence on future intentions (r=,458) and 20,9% of future intentions could be explained with perceptions about Turkish baths. ÖzetBu araştırma Eskişehir’de termal hamam deneyimlerinde bulunan ziyaretçilerin hamamlardaki hizmet kalitesi algılarına ilişkin değerlendirmelerini ortaya koymak ve bu algıların gelecek niyeti üzerindeki etkisini belirlemek maksadıyla yapılmıştır. Çalışmada gelecek niyeti kapsamında ele alınan konu; hamamlardan yararlanan müşterilerinin aldıkları hizmet sonrası sahip olduğu düşüncelerdir. Bu çerçevede tekrar ziyaret niyeti ve tavsiye faktörü gelecek niyeti olarak adlandırılmıştır. Araştırma evrenini Eskişehir Merkez Sıcak Sular bölgesinde yer alan hamamlardan yararlanan ziyaretçiler oluşturmaktadır. Söz konusu bölgede 14 hamam işletmesi yer almaktadır. Araştırmada veri toplama yöntemi olarak anket tekniği kullanılmıştır. Anket iki bölümden oluşmaktadır. Birinci bölümde katılımcıların demografik özelliklerini belirlemeye yönelik 6 ifade bulunmaktadır. İkinci bölümde ise katılımcıların hamamlarla ilgili algılarını ve gelecek niyetlerini belirlemeye yönelik 16 ifade yer almaktadır. Kolayda örnekleme yöntemine göre 396 kişiden elde edilen veriler, güncel istatistik programında analiz edilerek, araştırmanın amacı doğrultusunda yorumlanmıştır. Araştırmada hamamlar ile ilgili hizmet kalitesi algılarının gelecek niyeti üzerinde etkisi olduğu (r=,458); gelecek niyetinin % 20,9’unun hamamlar ile ilgili algılarla açıklanabileceği tespit edilmiştir.

YABANCI DİL EĞİTİM HİZMETLERİNDE HİZMET KALİTESİ ÖLÇÜMÜNE YÖNELİK BİR UYGULAMA

2014 ◽  
Vol 1 (3) ◽  
pp. 325
Author(s):  
Serdar Yüce
Keyword(s):  
Service Quality ◽  
Foreign Language ◽  
Educational Institution ◽  
Foreign Languages ◽  
Educational Activities ◽  
Perceived Service Quality ◽  
Quality Perceptions ◽  
The Future ◽  
Service Businesses ◽  
Customer Demands

Growing customer demands and competitive conditions in national and international dimensions force businesses to provide quality products and services. The term “service quality”, which arised from this context, has a great importance for businesses. It is aimed to determine the expected and perceived service quality perceptions of the customers of service businesses. The implementation of the study is carried out with the students of School of Foreign Languages among the customers of Karabuk University, which is an educational institution shaping the future of the society. Along with showing how the educational activities are perceived by the students, the results of the study also include clues to shape future educational activities as it exposes what the students expect from foreign language preparatory education.

Sign in / Sign up

Export Citation Format

Share Document