bluuebunny/crossref_metadata_2025_split huggingface dataset:
Discovery of New Service Concepts for Diverse Markets
Authors: Cassab Harold , Tuunanen Tuure , Peffers Ken , Gengler Charles E. , Hui Wendy , Virtanen Ville 
Published: April 2012

A major challenge in service design is the ability to generate useful service concepts for development. New service concepts, however, are often difficult for customers to articulate. In this study we address the idea generation stage of the service development process and suggest the integration of customer scripts to facilitate service concept discovery with the customer. We examine the process using data from in-depth laddering interviews with lead users of mobile services across three geographically diverse markets. Results show that the new service concepts generated in this study are applicable in all three markets although usage motivations differ by market. Advanced service design and development methods need to incorporate global customer differences explicitly in order to meet market needs. [Service Science, ISSN 2164-3962 (print), ISSN 2164-3970 (online), was published by Services Science Global (SSG) from 2009 to 2011 as issues under ISBN 978-1-4276-2090-3.]
How Hyper-Network Analysis Helps Understand Human Networks?
Authors: Chan Wai Kin Victor , Hsu Cheng 
Published: April 2012

Service enterprises are value cocreation networks. From this perspective, we analyze how hyper-network models can lead to new understanding for service science. A hyper-network is an integration of multi-layered (role-based) connections of members in a community, such as the Internet and an ecosystem. Hyper-network analysis provides new results of multi-dimensional understanding of human networks, such as identifying the centers of connections between layers (the hyper-hubs or “value wormholes”) and the shortened distance between nodes (or, the centrality of members) due to such value wormholes. This paper shows that the common practices of adding new links to an existing random graph (e.g., merging a Website with other social networking/ecommerce sites) is equivalent to creating a hyper-network; and hyper-network analysis may reveal otherwise hidden social structures and thereby yield more accurate estimates for network performance. Estimation formulae are provided for determining the average vertex-vertex distance and average vertex degree. On this basis, the paper proves that hyper-networks enhance ordinary random graphs in these measures, and hence can probably model real-world social networks better than two-dimensional graphs. The paper suggests that all human networks, including social and economical, may be fundamentally hyper-networks. [Service Science, ISSN 2164-3962 (print), ISSN 2164-3970 (online), was published by Services Science Global (SSG) from 2009 to 2011 as issues under ISBN 978-1-4276-2090-3.]
Analytic Network Process Analysis of an Indian Telecommunication Service Supply Chain: A Case Study
Authors: Pramod V. R. , Banwet D. K. 
Published: April 2012

The major intent of this research is to analyze the performance quality dimensions of a telecom service company Supply Chain in the Indian context. Currently a rapid boom has been experienced in telecom sectors. While dealing with more and more sophisticated technologies and better change management schemes, one of the crucial problems faced by the top management is the comparative evaluation of various alternatives in the telecom service supply. ANP is a powerful multi-criteria decision-making tool to encapsulate the interdependencies among and between levels of decision attributes. It structures the decision problem in a hierarchical form and links the determinants, dimensions, and enablers with alternatives available to the decision maker. Therefore, in the current study undertaken in a public sector unit in India, the dimensions of telecom service sector have been captured in four perspectives viz. customer, internal business, innovation and learning, and finance, which mimic a balanced score card. Three services of the public sector telecom organization that have been analyzed are (i) Consultancy (ii) Project Execution (iii) Training and quality control. Here the determinants, dimensions and enablers have been derived based on the combination of literature review and insights gained through exploratory interviews with the appropriate experts/ professionals. It was observed that criteria, sub-criteria, determinants, etc. were interrelated. The comparative evaluation between alternatives was done based on the feedback of ten relevant executives. Geometric mean of their response was considered as the combined evaluation score. Later super matrices were formed. Further, a quantified value named as overall weighted service index, which would give an indication of the performance of an organization and provide directions to managers where the improvement efforts has been derived. This was highest for consultancy and lowest for training and quality control. The article concludes with managerial implication and scope for future work. [Service Science, ISSN 2164-3962 (print), ISSN 2164-3970 (online), was published by Services Science Global (SSG) from 2009 to 2011 as issues under ISBN 978-1-4276-2090-3.]
Driving Supply Chain Transformation Through a Business Process Oriented Approach
Authors: Ren Changrui , He Miao , Wang Qinhua , Shao Bing , Dong Jin 
Published: April 2012

In recent years, clients from various industries have been seeking help from IBM in their supply chain transformation to gain competitive advantage. We have developed a comprehensive tool, SmartSCOR, which integrates the cross-industry process standard SCOR (Supply Chain Operations Reference) model and a variety of operations research techniques to facilitate our clients' end-to-end supply chain transformation. SmartSCOR enables structured supply chain modeling as analysis basis and analyzes both static and dynamic aspects of a supply chain. Static analysis includes benchmarking with best practices, root-cause analysis, etc. Dynamic analysis evaluates the performance and robustness of alternative supply chain designs through simulation. SmartSCOR has been successfully applied in IBM customer projects. We present two cases in this paper. [Service Science, ISSN 2164-3962 (print), ISSN 2164-3970 (online), was published by Services Science Global (SSG) from 2009 to 2011 as issues under ISBN 978-1-4276-2090-3.]
Workforce Planning over the Service Life Cycle
Authors: Qin Ruwen 
Published: April 2012

Services usually have a limited life under modern conditions of competition. The life cycle phenomenon is characterized by time-varying demand and a learning curve of workforce efficiency, making it difficult to determine staffing requirements. This paper initiates a study of the service life cycle phenomenon, from which the learning curve is found to be manageable through workforce planning. Therefore, optimal control is employed to model workforce planning over a service life cycle. An iterative approach is developed, allowing for an optimal trajectory of staff size that can be efficiently identified. Results from this study suggest that the learning curve should be considered in service workforce planning if the learning process lasts sufficiently long, in comparison to the service's life. Under such conditions, staffing requirements are determined by the dynamics of demand, workforce efficiency, and learning efficiency. Compared to the practice of allowing learning to occur autonomously, the control approach has the ability to strategically turn a small incremental investment in service workers into attractive savings in life cycle costs. Merits of the proposed methodology are also highlighted by its robustness in various life cycle conditions. This paper establishes a foundation for studying advanced problems, including training of a service workforce under life cycle conditions, planning the workforce for a complex service system, and managing the workforce under the uncertainties in service delivery, demand, learning, and turnover. [Service Science, ISSN 2164-3962 (print), ISSN 2164-3970 (online), was published by Services Science Global (SSG) from 2009 to 2011 as issues under ISBN 978-1-4276-2090-3.]
New Project Staffing for Outsourced Call Centers with Global Service Level Agreements
Authors: Robbins Thomas R. , Harrison Terry P. 
Published: April 2012

We consider the issue of new project staffing in an outsourced call center required to meet a monthly Service Level Agreement (SLA). We present empirical analysis generated during a field study with a provider of outsourced call center services to illustrate the unique issues related to staffing a new project. Our work shows that during the start-up phase of a project agents experience significant improvements in productivity that reduce the staffing requirements over time. We also find that turnover, which is typically high in a call center environment, may be even higher for a project launch dominated by newly hired agents. These factors interact with the uncertainty of call volumes and talk time to create a difficult hiring challenge. We develop a model that finds the level of hiring with the lowest total expected cost of operation while meeting service level commitments. [Service Science, ISSN 2164-3962 (print), ISSN 2164-3970 (online), was published by Services Science Global (SSG) from 2009 to 2011 as issues under ISBN 978-1-4276-2090-3.]
The Growth and Performance Diagnostics Initiative: A Multi-Dimensional Framework for Sales Performance Analysis and Management
Authors: Singh Moninder , Bhattacharjya Debarun , Deleris Léa , Katz-Rogozhnikov Dmitriy , Squillante Mark , Ray Bonnie , Mojsilovic Aleksandra , Kakrania Deepika , Saha Avijit , Fu Jing , Barrera Christian , Richard Jonathan 
Published: April 2012

Often there is substantial disparity in sales performance across various units of an organization. It is crucial to model the effects of various drivers/inhibitors on sales performance, particularly those that can be acted upon, since insight into such drivers/inhibitors is essential for determining optimal actions for improving performance. We present a framework for sales performance diagnostics which focuses on: (1) modeling and quantifying the effects of various factors on multiple sales performance metrics to help identify actionable factors that can impact performance; and (2) providing scenario analysis and optimization capabilities to understand the effects of taking various actions on sales performance, as well as to suggest the best possible actions to achieve certain objectives given current constraints. We describe an implementation of this framework at IBM and provide examples of analyses to demonstrate how it can be used to support sales performance initiatives. [Service Science, ISSN 2164-3962 (print), ISSN 2164-3970 (online), was published by Services Science Global (SSG) from 2009 to 2011 as issues under ISBN 978-1-4276-2090-3.]
Editorial Column—Quantitative Methods in Workforce Management in Service
Authors: Lu Yingdong 
Published: April 2012

[Excerpt] It is widely accepted that workforce management is critical to the profitability, growth and client satisfaction of companies in the service industry. Considerable amount of resources have been devoted in improving workforce management in industry practices. New methodologies emerge at a very fast pace in various areas. Meanwhile, at the theory front, just like the development of supply chain management theory for the manufacturing industry, exciting new research topics on workforce management are being investigated from multiple angles by researchers from different fields. [Service Science, ISSN 2164-3962 (print), ISSN 2164-3970 (online), was published by Services Science Global (SSG) from 2009 to 2011 as issues under ISBN 978-1-4276-2090-3.]
The Impact of Operations Performance on Customer Loyalty
Authors: Kumar Vikas , Batista Luciano , Maull Roger 
Published: April 2012

This research develops a longitudinal study that builds upon previous findings that operations performance of service delivery can positively affect customer satisfaction, further extending this verdict to point out operations performance as a direct determinant of customer loyalty. Path Analysis is used as a methodological framework. This paper reports the findings of an empirical research conducted in a large telecommunications company operating in the UK. Regarding operations performance impact on customer loyalty, the research findings support the conclusion that while operations speed may help to acquire customers, it is the operations dependability that more strongly drives customer loyalty in the long term. [Service Science, ISSN 2164-3962 (print), ISSN 2164-3970 (online), was published by Services Science Global (SSG) from 2009 to 2011 as issues under ISBN 978-1-4276-2090-3.]
Editorial Column—Shared Services: Libraries, Universities and More
Authors: Larson Richard C. 
Published: April 2012

[Excerpt] Name three service sectors whose costs to customers have exceeded the rate of inflation by more than a factor of three: health care, higher education and some sectors of government. The public is becoming exasperated and involved. Isn't it time to rethink some of the decades long (and in some cases, centuries long) traditional organizational forms in these heretofore protected sectors? [Service Science, ISSN 2164-3962 (print), ISSN 2164-3970 (online), was published by Services Science Global (SSG) from 2009 to 2011 as issues under ISBN 978-1-4276-2090-3.]
Reducing Risk or Increasing Profit? Provider Decisions in Agreement Networks
Authors: Michalk Wibke , Filipova-Neumann Lilia , Blau Benjamin , Weinhardt Christof 
Published: April 2012

The rise of Software as a Service (SaaS) composition platforms and so called Compute Clouds demonstrates the growing demand for the agile composition of Web Services. In order to facilitate the composition of services and value-creation, service providers need to collaborate. This collaboration is regulated by means of Service Level Agreements (SLAs) where the parties, the executed service as well as guarantees on the service execution are specified. This work presents the concept of Service Value Networks and Agreement Networks as the underlying legal structure. Furthermore, an approach is introduced that allows a service provider to select the risk-minimal SLA portfolio. In a further step, the approach is extended in order to allow for a tradeoff between risk and expected profit from the service execution. Finally, the computational complexity of the optimization model is discussed and solutions are proposed. [Service Science, ISSN 2164-3962 (print), ISSN 2164-3970 (online), was published by Services Science Global (SSG) from 2009 to 2011 as issues under ISBN 978-1-4276-2090-3.]
Neutralism and Entrepreneurship
Authors: Stangler Dane 
Published: April 2012

[Excerpt] One of the ideas underlying the field of Service Science is that we can recognize, understand, and, hence, improve the various systems in which humans operate. Many of the systems studied are, understandably, those intentionally designed and built by humans. Yet just as important are those systems whose structures emerge unintentionally from various actions and that subsequently shape our behavior. One such system is the macro-economy, which is perpetually changing and shaping individual activity in an ever-evolving recursive process. [Service Science, ISSN 2164-3962 (print), ISSN 2164-3970 (online), was published by Services Science Global (SSG) from 2009 to 2011 as issues under ISBN 978-1-4276-2090-3.]
Defining Service and Non-Service Exchanges
Authors: Kayastha Sandeep 
Published: April 2012

Clear-cut classification of exchanges into services and non-services is vital for governments to estimate contributions of service and other sectors to national incomes, for businesses to know their tax and tortious liabilities and for researchers to develop new theories and concepts of services. Unfortunately, the definitions and schema they use to classify exchanges have serious shortcomings. This paper proposes a legal approach to classify exchanges. Whereas existing definitions and schema are concerned with trading of acts or goods, the proposed approach is concerned with trading of legal rights and obligations. The time taken by contracting parties to fulfill their contractual obligations has been used to define service and non-service exchanges. The proposed definitions are unambiguous and they overcome the shortcomings of two most-cited definitions of services. [Service Science, ISSN 2164-3962 (print), ISSN 2164-3970 (online), was published by Services Science Global (SSG) from 2009 to 2011 as issues under ISBN 978-1-4276-2090-3.]
Editorial Column—Modeling Complex Service Systems
Authors: Maglio Paul P. 
Published: April 2012

[Modified excerpt] Several years ago, colleagues and I at IBM Research suggested that one key challenge in developing a new science of service is in finding appropriate methods for modeling service systems. Service systems are arrangements of people, technology, organizations, and shared information connected by value propositions to other such arrangements. A service system incorporates multiple interacting entities, for instance, a firm and a customer working together to create mutual value. Both firm and customer bring together resources—including capabilities and competences—and take joint actions that, when working effectively towards value cocreation, leave one another better off. How can we model something so complex as a service system, taking account of all relevant interactions among all its parts? Here, I report briefly on a promising new approach for modeling complex service systems that aims to enable the effective collaboration among many disciplines to model service. [Service Science, ISSN 2164-3962 (print), ISSN 2164-3970 (online), was published by Services Science Global (SSG) from 2009 to 2011 as issues under ISBN 978-1-4276-2090-3.]
Projecting Thailand: Thai Cinema and the Public Sphere
Authors: Owens William M. , Dissanayake Wimal 
Published: April 2012

Abstract
Thai royal anthem before artistic performances and sporting events. In the air conditioned and upholstered theaters and movie houses throughout the kingdom, the royal anthem is accompanied by a montage of images in celebration of the king's many achievements over the course of an illustrative reign. While these montages change from year to year, they are nonetheless spectacular (in the performative sense of the term) testaments to the power and the endurance of the royal image and the advanced filmmaking techniques employed to project it. As is customary for the duration of the anthem, the audience is expected to stand in order to formally and ritually pay respects to the king. The pacing of the sequence of images, paired with the reverential tempo of the anthem itself, allow for a moment of introspection before the presentation.
One Recollection of the Beginnings of Asian Cinema Studies Society and Asian Cinema
Authors: Lent John A. 
Published: April 2012

Abstract
Recently, there were erroneous statements made about the founding of Asian Cinema Studies Society and what later became Asian Cinema. Let the record show that the founder of ACSS was Mira Reym Binford of Quinnipiac College, Hamden, CT. She used two venues to solicit interest in the society the annual meetings of the Association for Asian Studies and the Society for Cinema Studies. Confusion as to those involved at the beginning, besides Mira, probably set in because the same people did not necessarily attend both conferences. However, in the first issue of Asian Cinema Studies Society Newsletter, Mira made it clear that ACSS was started at the annual meeting of AAS in 1984, "for the purpose of encouraging academic study and general awareness of the cinemas of Asia" (Fig. 1).
Landscape, Allegory, and Historical Trauma in Postwar Japanese Cinema: Recapitulating Existential Horror in Onibaba (1964) and Woman in the Dunes (1964)
Authors: Kumar Akshaya 
Published: April 2012

Abstract
Perhaps no national cinema has more thoroughly and consciously explored the crises of its nation's history and culture than the Japanese. The collapse of the old warrior class in the 19th Century, the bitter struggle between traditional values and western economics, the crisis of identity that Japan faced, all led Japanese cinema to sword swaggering samurai to gangster films, disaster epics to primitive pasts, wartime propaganda to traumatic representations of defeat, nuclear holocaust, and occupation. Japan's preoccupation with cultural choices and Japanese identity has always managed to surface onto the film screen.
From Cellular to Connected: Tracing a Global and Transcultural Odyssey
Authors: Williams Tony 
Published: April 2012

Abstract
According to most sources, Connected (2008) is popularly known as the first Chinese remake of a Hollywood film. Although Hong Kong cinema has long borrowed and reworked Hollywood cinema in its own inimitable way as Herman Yau's Taxi Hunter (1993) does from its 1993 Hollywood source Falling Down (to name one film among many), Connected differs from this usual practice as being the first official and legitimate remake of a Hollywood film (He, 2010: 179-183). As Hilary Hongjin He has pointed out, Connected belongs to a new category of remake, namely those involving "legal purchase of the copyright and public acknowledgement of the original film before the release of the remake" (180).
Chopin's Rogue Pitches: Artifice, Personification, and the Cult of the Dandy in Three Later Mazurkas
Authors: Kramer Lawrence 
Published: April 2012

Abstract
Among Chopin's numerous musical identities is that of an important mid-nineteenth-century social type, the dandy: the young man of fashion characterized by a devotion to artifice and a fractious political energy masked by elegant mannerisms. This article seeks to ground the aesthetic of three of Chopin's later Mazurkas (the op. 59 set) in the cult of the dandy, especially as described by Charles Baudelaire; to identify the musical means Chopin devised to realize that aesthetic, namely the “rogue pitches” of my title; and to illustrate how these rogue pitches and the persona of the dandy inflect Chopin's later style.
Teaching with the Past at Old Sturbridge Village: An Interview with Alberta Sebolt George
Authors: Becker Jane , George Alberta Sebolt 
Published: April 2012

Abstract
In this interview, Alberta Sebolt George recounts her experiences as educator and administrator at Old Sturbridge Village (OSV), a living history museum, over a period of almost thirty years. George reflects on OSV's model for teacher/museum collaboration and the experiential learning opportunities offered in the living history context.