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Service Channel (service + channel)

Distribution by Scientific Domains
Business, Economics, Finance and Accounting100%

Selected Abstracts

Analyzing the Trade-off Between Investing in Service Channels and Satisfying the Targeted User Service for Brazilian Internet Service Providers

INTERNATIONAL TRANSACTIONS IN OPERATIONAL RESEARCH, Issue 3 2002
Gisele C. Fontanella
The computer connection to the Internet is provided by firms known as internet service providers (ISPs). The simplest mode of physical connection is when the user connects to an ISP's service channel by an ordinary telephone line (dial-up). Finding an available channel may not be an easy task, especially during the peak hours of many Brazilian ISPs. This results in a problem for the ISPs, which is how to achieve the most appropriate trade-off between investing in capacity and satisfying the target user service level. This paper analyzes this trade-off based on a three-step approach: (i) determine user arrival and service processes in chosen periods, (ii) select an appropriate queueing model using some simplifying assumptions, and (iii) generate trade-off curves between system performance measures. To illustrate the application of this approach, some results derived from a case study performed at an ISP in Sao Paulo state are given. [source]

Bricks, clicks and Calk: Clustering services for citizen-centred delivery

CANADIAN PUBLIC ADMINISTRATION/ADMINISTRATION PUBLIQUE DU CANADA, Issue 4 2001
Kenneth Kernaghan
The challenge for governments is to determine how best to join up services within and between departments, across levels of government, between governmental and non-governmental service providers, and across channels. This article focuses on the delivery of government services by bringing them together in "clusters" and delivering them through more than one service channel. The article explains the concept of service clustering and provides a model of its major components; uses this model as a framework for describing innovative clustering initiatives in several countries; and examines the implications of service clustering for public administration, with particular reference to privacy and security issues. Sommaire: Depuis le milieu des années 1980, I'approche traditionnelle brique et mortier adoptée pour la prestation d'un service unique par le biais de contacts personnels dans les bureaux du gouvernement a connu une amelioration avec la mise en place des guichets uniques qui offrent de nombreux services de nature connexe ou non, de centres d'appels téléphoniques fournissant à la fois des services personnels et une réponse vocale interactive, et grâce au développement rapide de la prestation de services par Internet. Pour les gouvernements, le défi consiste à déterminer comment regrouper les services au sein d'un ministère et entre les ministères, entre les paliers de gouvernement, entre les foumisseurs de services gouvernementaux et non gouvernementaux, et entre les mécanismes de prestation. Le présent article se concentre sur la prestation des services gouvernementaux regroupés et fournis par l'intermédiaire de plusieurs mécanismes de prestation. Il explique le concept de regroupement des services et présente un modèle de ses principales composantes; il se sert de ce modèle comme cadre pour décrire les initiatives innovatrices en matière de regroupernent de services dans plusieurs pays; enfin, il examine les répercussions du regroupernent des services sur l'administration publique, en particulier du point de vue de la confidentialité et de la sécurité. [source]

Linking trust to use intention for technology-enabled bank channels: The role of trusting intentions,

PSYCHOLOGY & MARKETING, Issue 8 2010
Sergios Dimitriadis
The present research is an attempt to better understand the role of trust in the adoption of technology-based service channels, namely Internet and phone banking. The study conceptualizes and measures trust, distinguishing the cognitive and affective component of trust (the trusting beliefs), the behavioral component of trust (trusting intentions), and the purchase behavior (intention to use), suggesting a mediating role of trusting intentions. Then it tests a model that combines the effect of trusting beliefs and trusting intentions together with the Technology Acceptance Model variables, privacy, and security as well as individual characteristics. Results from 762 retail bank customers revealed a strong mediating role of trusting intention on the intention to use and similar patterns of relationship for the two technology-based bank channels. Several implications for managers and further research are discussed. © 2010 Wiley Periodicals, Inc. [source]