Model for the diagnosis of quality in service processes: A case study applied to a private higher education institution
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DOI: 10.1080/23311916.2019.1702856
Abstract: Abstract In an increasingly competitive environment, the quality of the services offered by organizations is a decisive factor to ensure their success. Most of the time, the service can be defined as a series of… read more here.
Keywords: quality; methodology; study; model ... See more keywords
Mediating roles of frontline employees in transformative service processes
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DOI: 10.1108/jsm-09-2023-0350
Abstract: Purpose This paper aims to explore the role of frontline employees (FLEs) as mediators in transformative service processes within services targeting vulnerable users. Design/methodology/approach This paper is based on a case study of the development… read more here.
Keywords: mediating roles; service; service processes; frontline employees ... See more keywords
A Framework for the Human-Centered Design of Service Processes Enabled by Medical Devices: A Case Study of Wearable Devices for Parkinson’s Disease
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DOI: 10.3390/ijerph21101367
Abstract: The successful introduction of medical devices (MDs) in real-world settings hinges on designing service processes that cater to stakeholders’ needs. While human-centered design (HCD) approaches have been widely applied to service process innovation, the literature… read more here.
Keywords: framework; service; service processes; case study ... See more keywords
On Queues with Working Vacation and Interdependence in Arrival and Service Processes
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DOI: 10.3390/math11102280
Abstract: In this paper, we consider two queuing models. Model 1 considers a single-server working vacation queuing system with interdependent arrival and service processes. The arrival and service processes evolve by transitions on the product space… read more here.
Keywords: arrival service; service processes; working vacation;