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Implementation and Integration of Information Systems in the Service Sector

Book Description

With the continuous growth of the service sector, the ability to develop and implement information systems is important in order to measure progress. Implementation and Integration of Information Systems in the Service Sector is a collection of research which discusses the application of information systems as well as the established ideas and advancements in the service sector. This book aims to utilize new theories, technologies, models, and methods in order to discover effective functions in this area.

Table of Contents

  1. Cover
  2. Title Page
  3. Copyright Page
  4. Editorial Advisory Board and List of Reviewers
    1. Editorial Advisory Board
    2. Associate Editors
    3. List of Reviewers
  5. Preface
    1. SECTION ONE: SERVICE STRATEGY
    2. SECTION TWO: SERVICE ADOPTION
    3. SECTION THREE: SERVICE MANAGEMENT AND OPTIMIZATION
    4. SECTION FOUR: SERVICE MODELING AND IMPLEMENTATION
    5. SECTION FIVE: SERVICE OPERATION AND INFRASTRUCTURE
  6. Section 1: Service Strategy
    1. Chapter 1: A Review of Service Frameworks Analyzing Strategic Repositioning
      1. ABSTRACT
      2. INTRODUCTION
      3. SERVICE CLASSIFICATIONS REVIEWED
      4. STRATEGIC REPOSITIONING IN SERVICE CLASSIFICATIONS
      5. SERVICE CLASSIFICATIONS ANALYZING STRATEGIC REPOSITIONING
      6. STRATEGIC REPOSITIONING EXAMPLES
      7. BANKING SERVICES ANALYZED BY MATRICES
      8. STRATEGIC REPOSITIONING TRENDS IN BANKING SERVICES
      9. SEARCH FOR COMMONALITY IN SERVICE POSITIONING FRAMEWORKS AND MATRICES
      10. DISCUSSION AND CONCLUSION
    2. Chapter 2: The Impact of Location-Aware Systems in Hospitals
      1. ABSTRACT
      2. INTRODUCTION
      3. BACKGROUND
      4. RESEARCH DESIGN
      5. EXAMPLE 1: HOSPITAL SOLUTIONS COMPANY
      6. SWANSON’S TRI-CORE MODEL
      7. EXAMPLE 2: REGIONAL HOSPITAL
      8. DISCUSSION AND CONCLUSION
    3. Chapter 3: A Study of the Cascading Effects of Ambulance Diversion among Hospitals
      1. ABSTRACT
      2. INTRODUCTION
      3. LITERATURE REVIEW
      4. DATA
      5. METHODS
      6. RESULTS
      7. DISCUSSION
      8. CONCLUSION
  7. Section 2: Service Adoption
    1. Chapter 4: The Influence of Travel Experience on Mature Travelers’ Quality of Life
      1. ABSTRACT
      2. INTRODUCTION
      3. LITERATURE REVIEW
      4. METHODS
      5. RESULTS
      6. DISCUSSION AND CONCLUSION
    2. Chapter 5: A Consumer Perception Research on the Subject of a New Technology in a Developing Dynamic Market
      1. ABSTRACT
      2. INTRODUCTION
      3. 3G TECHNOLOGY AND TURKEY
      4. 3G AND CONSUMER PERCEPTION
      5. RESEARCH DESIGN: WAY OF PERCEPTION OF THE 3G SERVICES BY THE TURKISH CONSUMER
      6. ANALYSIS OF THE DATA OBTAINED WITH THE RESEARCH AND FINDINGS
      7. DEMOGRAPHIC CHARACTERISTICS OF THE CONSUMERS IN THE RESEARCH SAMPLE
      8. OPINIONS CONCERNING THE CELL PHONE USAGE THOUGHTS OF THE CONSUMERS
      9. PERCEPTIONS OF THE CONSUMERS CONCERNING 3G
      10. PERCEPTIONS OF THE PARTICIPANTS CONCERNING 3G USAGE PURPOSES
      11. BRAND PREFERENCES OF THE PARTICIPANTS ON 3G
      12. PREFERENCES OF THE PARTICIPANTS ON 3G
      13. ATTITUDE SCALES OF THE PARTICIPANTS CONCERNING 3G
      14. CONCLUSION
      15. APPENDIX
    3. Chapter 6: Technology Adoption and Educational Change in Turkey
      1. ABSTRACT
      2. INTRODUCTION
      3. METHODS
      4. FINDINGS
      5. CONCLUSION
    4. Chapter 7: Effects of Adaptivity and Other External Variables on Mobile Service Adoption
      1. ABSTRACT
      2. INTRODUCTION
      3. LITERATURE REVIEW
      4. METHODOLOGY
      5. FINDINGS AND DISCUSSIONS
      6. CONCLUSION
      7. APPENDIX A: Question Set
      8. APPENDIX B: Percentage of Constructs
  8. Section 3: Service Management and Optimization
    1. Chapter 8: Service Management of Special Care Units
      1. ABSTRACT
      2. INTRODUCTION
      3. CUSTOMER NEEDS AND EXPECTATIONS
      4. SPECIAL CARE UNITS, TREATMENT PROCESS CYCLE
      5. SPECIAL CARE UNITS: THE CASE OF A NEONATAL INTENSIVE CARE UNIT (NICU)
      6. SUMMARY AND CONCLUSION
    2. Chapter 9: A Strategic Benchmarking Process for Identifying the Best Practice Collaborative Electronic Government Architecture
      1. ABSTRACT
      2. INTRODUCTION
      3. LITERATURE REVIEW OF ROA AND FUZZY SETS
      4. THE MATHEMATICAL NOTATIONS AND DEFINITIONS
      5. THE PROPOSED FRAMEWORK
      6. CASE STUDY
      7. CONCLUSION AND FUTURE RESEARCH DIRECTIONS
    3. Chapter 10: A Simulation Study to Derive the Optimal Cycle Length for Feeder Transit Services
      1. ABSTRACT
      2. INTRODUCTION
      3. LITERATURE REVIEW
      4. RESEARCH METHODOLOGY
      5. DEMAND MODELING AND SAMPLING
      6. SIMULATION MODEL DEVELOPMENT
      7. SIMULATION MODEL VALIDATION
      8. SERVICE DESIGN (OBJECTIVE I)
      9. OPTIMAL CYCLE LENGTH (OBJECTIVE II)
      10. CONCLUSION
      11. APPENDIX
    4. Chapter 11: The Development of Parameters and Warning Algorithms for an Intersection Bus-Pedestrian Collision Warning System
      1. ABSTRACT
      2. INTRODUCTION
      3. CONCEPTUAL DESIGN OF AN INTERSECTION BUS-PEDESTRIAN COLLISION WARNING SYSTEM
      4. EXPERIMENTAL DESIGN AND PARAMETER ANALYSIS
      5. EXPERIMENTAL DESIGN
      6. EXPERIMENTAL RESULTS
      7. PARAMETER ANALYSIS
      8. DEVELOPMENT OF WARNING ALGORITHM
      9. THE IMPROVED ALGORITHMS FOR OTHER PEDESTRIAN CROSSING CONDITIONS
      10. CONCLUSION AND DISCUSSION
  9. Section 4: Service Modeling and Implementation
    1. Chapter 12: Modeling Control Flow in WS-BPEL with Chu Spaces
      1. ABSTRACT
      2. INTRODUCTION
      3. RELATED WORK
      4. CHU SPACES
      5. THE DENOTATIONAL SEMANTICS
      6. SEMANTIC ALGEBRA
      7. EXAMPLE 1
      8. CONCLUSION
    2. Chapter 13: Optimal Compensation for Hierarchical Web Services Compositions under Restricted Visibility
      1. ABSTRACT
      2. INTRODUCTION
      3. MOTIVATIONAL SCENARIO
      4. HIERARCHICAL COMPENSATION
      5. HIERARCHICAL COMPENSATION UNDER RESTRICTED VISIBILITY
      6. RELATED WORKS
      7. CONCLUSION
    3. Chapter 14: Towards High Maturity in SaaS Applications Based on Virtualization
      1. ABSTRACT
      2. INTRODUCTION
      3. RELATED WORK
      4. A HIGH MATURITY SAAS ARCHITECTURE BASED ON VIRTUALIZATION TECHNOLOGY
      5. SCALABILITY SUPPORTED BY FLEXIBLE ENVIRONMENT
      6. CONFIGURABILITY SUPPORTED BY JMX-BASED CONFIGURATION MANAGEMENT
      7. MULTI-TENANT DATA INTEGRATION BASED ON DATA VIRTUALIZATION
      8. CASE STUDY
      9. APPROACHING TO HIGHER MATURITY
      10. SCALABILITY OF SBM SERVICES
      11. USER INTERFACE LAYER CUSTOMIZATION
      12. MULTI-TENANT EFFICIENCY
      13. CONCLUSION AND FUTURE WORK
      14. APPENDIX
    4. Chapter 15: Identifying Services in Procedural Programs for Migrating Legacy System to Service Oriented Architecture
      1. ABSTRACT
      2. INTRODUCTION
      3. PRELIMINARIES
      4. PROPOSED METHOD
      5. EXPERIMENT
      6. EVALUATION
      7. CONCLUSION
  10. Section 5: Service Operation and Infrastructure
    1. Chapter 16: Sustainability in Service Operations
      1. ABSTRACT
      2. INTRODUCTION
      3. METHODOLOGY
      4. LITERATURE REVIEW
      5. FRAMEWORK FOR DEVELOPING A SUSTAINABILITY INDEX
      6. CONCLUSION, REFLECTIONS AND RESEARCH NEEDS
      7. APPENDIX I
      8. APPENDIX II
    2. Chapter 17: Call Center Operational Performance Indicators and Customer Satisfaction
      1. ABSTRACT
      2. INTRODUCTION
      3. LITERATURE REVIEW
      4. RESEARCH METHOD
      5. EXPLANATORY ANALYSIS OF THE INDICATORS
      6. EXPLORATORY ANALYSIS OF ALTERNATIVE INDICATORS
      7. FINAL REMARKS
    3. Chapter 18: Service Platform Development
      1. ABSTRACT
      2. INTRODUCTION
      3. LITERATURE REVIEW
      4. CASE ANALYSIS
      5. GOOGLE’S PRODUCT PLATFORM
      6. EBAY’S PRODUCT PLATFORM (WITH PAYPAL)
      7. DISCUSSION
      8. CONCLUSION AND RECOMMENDATIONS
      9. APPENDIX
    4. Chapter 19: Demand Analysis by Modeling Choice of Internet Access and IP Telephony
      1. ABSTRACT
      2. INTRODUCTION
      3. OVERVIEW OF RESULTS FROM THE SURVEY
      4. MODELING FRAMEWORK
      5. INTERNET ACCESS CHOICE MODEL
      6. IP TELEPHONY AWARENESS MODEL
      7. IP TELEPHONY CHOICE MODEL
      8. MODEL SYSTEM APPLICATION
      9. CONCLUSION
  11. Compilation of References
  12. About the Contributors