A Multi-channel Application Framework for Customer Care Service Using Best-First Search Technique

It has become imperative to find a solution to the dissatisfaction in response by mobile service providers when interacting with their customer care centres. Problems faced with Human to Human Interaction (H2H) between customer care centres and their customers include delayed response time, inconsistent solutions to questions or enquires and lack of dedicated access channels for interaction with customer care centres in some cases. This paper presents a framework and development techniques for a multi-channel application providing Human to System (H2S) interaction for customer care centre of a mobile telecommunication provider. The proposed solution is called Interactive Customer Service Agent (ICSA). Based on single-authoring, it will provide three media of interaction with the customer care centre of a mobile telecommunication operator: voice, phone and web browsing. A mathematical search technique called Best-First Search to generate accurate results in a search environmen

Antitrust Analysis for the Internet Upstream Market: a BGP Approach

In this paper we study concentration in the European Internet upstream access market. Measurement of market concentration depends on correctly defining the market, but this is not always possible as Antitrust authorities often lack reliable pricing and traffic data. We present an alternative approach based on the inference of the Internet Operators interconnection policies using micro-data sourced from their Border Gateway Protocol tables. Firstly we propose a price-independent algorithm for defining both the vertical and geographical relevant market boundaries, then we calculate market concentration indexes using two novel metrics. These assess, for each undertaking, both its role in terms of essential network facility and of wholesale market dominance. The results, applied to four leading Internet Exchange Points in London, Amsterdam, Frankfurt and Milan, show that some vertical segments of these markets are extremely competitive, while others are highly concentrated, putting them within the special attention category of the Merger Guidelines

Supplier development practice: arising the problems of upstream delivery for a food distribution SME in the UK

The paper aims to emphasize on the impacts of the supplier development on reducing the defects in supplier quality for a food distribution small–medium sized enterprise (SME). An empirical study was conducted to measure the performance of the suppliers in three different key performance indicators of the outsourcing and supplier’s performance to arise the existing problems via information exchange, data collection and data analysis. It was found that supplier development through data and information exchange and better communication by any food distribution SME raises the problems more promptly. This can dramatically change the supplier’s behavior to improve the quality of the supplier’s service and products. It is suggested that more research is required to raise other key performance indicators and their related problems and to develop more improvement practices. Six sigma methodologies could be the potential good practices to be focused in future research studies. Supplier performance measurement, which encompasses data exchange and data collection, develops the systematic flow of information, which potentially improves the flow of goods and the whole food supply chain to address the final consumer satisfaction. The research took a novel approach in adopting some transport related key performance indicators of the food supply to the food distribution and retailing sector, which is almost a new approach in food industry

Tales of the unexpected: Perceptions of excellence in Facilities Services

ISS UK Ltd commissioned the Centre for FM Development [CFMD] at Sheffield Business School to investigate clients' perceptions of service excellence in FM. We could not locate previous studies of service excellence, as opposed to service quality in Business to Business as opposed to Business to Consumer literature. In the latter excellence is variously regarded as synonymous with expense and as being easy to do business with, even in budget environments. Our interviews confirmed those two views. Some clients perceive excellence as too high a standard to aim for - or to be seen by senior management to aim for, - except on particular customer or business critical journeys. Internal users of FM services tended to view excellence as having their problems solved within a known timescale. Other organisations have embraced pursuit of facilities excellence as part of an organisation wide strategy. They describe having been on or being on a journey beyond the limitations of SLA driven contracts. Financial evaluation of the two models was beyond the scope of the project but there is some evidence that the overall excellence model is actually more cost effective

From Emotional Suppression to Regulated Empathy: The Changing Face of Control in the CES

Between the 1970s and the 1990s the level and type of emotionality in the Commonwealth Employment Service (the Australian national employment service) altered. Within a context of changing economic conditions and concomitant work intensification, it is argued that untenable working conditions resulted in new recruits adopting a coping strategy that led to the use rather than the suppression of emotions. The use of emotions provided workers with job satisfaction and greater control over service interactions. Management subsequently commandeered the use of emotions to complement the introduction of private sector management techniques and service delivery reforms, regaining control over worker-client interactions

E-finance-lab at the House of Finance : about us

The financial services industry is believed to be on the verge of a dramatic [r]evolution. A substantial redesign of its value chains aimed at reducing costs, providing more efficient and flexible services and enabling new products and revenue streams is imminent. But there seems to be no clear migration path nor goal which can cast light on the question where the finance industry and its various players will be and should be in a decade from now. The mission of the E-Finance Lab is the development and application of research methodologies in the financial industry that promote and assess how business strategies and structures are shared and supported by strategies and structures of information systems. Important challenges include the design of smart production infrastructures, the development and evaluation of advantageous sourcing strategies and smart selling concepts to enable new revenue streams for financial service providers in the future. Overall, our goal is to contribute methods and views to the realignment of the E-Finance value chain. ..

Identify successful marketing communication strategies that apply to a small hair salon

A selected organisation provides hair dressing services and hair products to customers. The aim of this report is to analyse how the small hair salon could improve their marketing communication strategies in order to attract more customers and enhance the relationship between customers and the organisation. The approach to collecting information was to use a questionnaire with 50 participants, to gather primary information and to conduct a secondary research study. The result of this research was to decide that the role of a successful marketing communication strategy is to attract the customer to consume. In order to make the marketing communication strategy successful, it needs to choose a suitable channel that enables it to connect with the customer. New media is an effective channel that can promote the business to the customer and interact with them. New media is also suitable for a small business to use. A recommendation for the organisation is they create their own website page, Facebook page, YouTube video and WeChat group to promote themselves and interact with customers. Those channels are popular in New Zealand, with a high number of active users. Most the organisation customers like to use those channels too, so if the organisation applies those channels to their marketing communication strategy they will be able to attract customers and persuade them to consume more products

Web Services as Product Experience Augmenters and the Implications for Requirements Engineering: A Position Paper

There is currently little insight into what requirement engineering for web services is and in which context it will be carried out. In this position paper, we investigate requirements engineering for a special kind of web services, namely web services that are used to augment the perceived value of a primary service or product that is itself not a web service. We relate requirements engineering to a common enterprise architecture pattern and derive from this a number of research questions for further study

Trust between service provider and customer in online environments

Nowadays online shopping is getting more and more popular in China. However, opportunities and challenges are coexisting, and the growth of e-commerce is also inevitable. In e-commerce online, trust has become a significant factor hindering development. A New Zealand organisation faces a lot of competitors. In order to increase its market share and remain competitive in the market, the organisation needs to have more loyal customers who repeatedly purchase their products. Therefore, the organisation should find an appropriate way to form or create trust with customers, to retain them. This research investigates how trust has been created in an online environment between an organisation and its customers. A qualitative method was adopted in this research and data collected using semi-structured interviews. The collected data was analysed adopting a thematic analysis method. The research findings show that a two-way communication system is the core factor in forming trust in the online environment. This research suggests that the organisation should consider two-way communication seriously, and develop that as a useful tool to build trust between them and customers; not just as a communication tool but as a tool for trust formation