The study examined tourism and hospitality (T&H) students’ perception of the use service robots in organizations. Using purposive sampling, 80 students T&H programs were interviewed online, data was analyzed through thematic analysis. findings showed that a majority respondents had shown favorable robots. While Indian think may offer several benefits for organizations, entrepreneurs mus...

This paper provides an agent-based analytical framework for analyzing knowledge management policies in service-oriented organizations. The knowledge of workers dynamically changes as various services are created through the service interactions between workers and customers. Our previous study focused on the knowledge dynamics and proposed an agent-based model to discuss effective management po...

BACKGROUND Under the Affordable Care Act, States have obtained Medicaid waivers to overhaul their behavioral health service systems to improve quality and reduce costs. Critical to implementation of broad service delivery reforms has been the preparation of organizations responsible for service delivery. This study focused on one large-scale initiative to overhaul its service system with the go...

Frontline processes are crucial in order to stem performance losses in service organizations. Using a frontline perspective, this article outlines the key factors that contribute to performance losses in the implementation of service innovations and identifies frontline mechanisms that help stem performance losses. By offering guidelines to organizations for designing frontline processes, the a...

Today, one of the new solutions to build organizational systems applications, service-based solution is considered. This paper will attempt to identify with the full service approach we offer Integration. In this method, a process model of organization and inventory lists organizations as inputs received during a three-step process for integrating services organizations are recognized organizat...

innovation has attracted considerable interest in recent years in improving competitive advantage for both profit and nonprofit organizations. service innovation offers the potential for substantially improving the performance, but performance gains are often obstructed by users’ unwillingness to accept and use available systems. this research aims to use the concept of reasoned action theory t...

In an attempt to deliver better service performance to businesses and improve the interactions, many public organizations have transformed their business activities by adopting information systems. The reformations of the government-to-business have led to the evaluation of the system service performance and investigation of the factors that shape the success of the IS implementation. Hence, th...

Many distributed computing environments are based on the paradigms of peer-to-peer networks and grid-based computing. These environments tend to be structurally dynamic but with volatile resource and service availability. Such environments have rules, constraints, and guidelines that govern how tasks are performed. The rules describe how resources, components and services should be allocated an...

Organizations are increasingly turning to spoken dialog systems for automated call routing to reduce call center costs. To maintain quality service even in cases of failure, these systems often resort to ad-hoc rules for dispatching calls to a human operator. We present a principled procedure for determining when callers should be transferred to operators based on a cost-benefit analysis. The p...

The goal of this chapter is to explore potential IT support for collaborative networked organizations encompassing both the service and network orientations of e-business environments. First, it is argued that the main reason for collaboration among organizations is the need for a competitive advantage, leading to the concept of Collaborative Networked Organization (CNO) proposed as an appropri...