Managing Service Quality within the Knowledge-Based Economy: Opportunities and Challenges

The knowledge-based economy, along with the impact of information society technologies, presents the service organizations and their customers with many potential opportunities as well as challenges. Therefore, this study explores how the knowledge-based economy could influence the quality management of service organizations. The study reveals that the actors within the service sector have vast new opportunities in terms of communication and value co-creation, but in the same time, the requirements regarding the quality of provided services trigger various problems for managers. The originality and value of this study consist of identifying logical connections between changes in the society, changes in the services, and changes in the service quality management. The findings of this study reveal that service quality management, as an integral part of the management of services, became more important within the knowledge-based economy as compared to the traditional (industrial) economy. Service quality management is knowledge-driven, it relies on people’s continuous development, network-intense collaboration (sharing ideas and knowledge), and value co-creation to attain sustainable competitive advantage. The study was carried out by combining a wide variety of sources, such as research papers, conceptual papers and literature reviews. Our conclusion justifies the effort invested in improving service quality management and also has relevance for service organizations’ managers in a very sensitive area like the service quality management.management, service quality, knowledge-based economy, online services

Guest Editors’ Introduction

The Pacific Asia Conference on Information Systems (PACIS), sponsored by the Association for Information Systems (AIS), is the premier annual information systems conference in the region. It aims to provide a high quality forum for researchers and practitioners to exchange research findings and practices on key issues in information systems and management. PACIS 2010 was held in Taipei, Taiwan in July 2010 and its theme is “Service Science in Information Systems Research.” In response to the transition of the global economy from the manufacturing to service-dominated economy, service science is emerging as a new and exciting paradigm. It represents a melding of information technology with an understanding of business processes and human behaviors for improving service operations, delivery, innovation, and ultimate values to customers. At the emerging stage of service science, it is essential for information systems (IS) researchers and practitioners to help shape what service science is by fusing IS research into inquiries of service science. Meanwhile, the service-centric view of servicescience may open up exciting opportunities and unique challenges to IS research. Hence, PACIS 2010 aims to facilitate the dialogues among IS professionals in academic and industries to exchange insights on issues related to service science in IS research as well as IS research to service science

Practices

We examine an economy where professionals provide services to clients and where a professional can sell his practice to another. Professionals vary in quality, and clients in their need (or willingness-to-pay) for high-quality service. efficiency is measured as the number of matches between high-quality professionals and high-need clients. However, agent types are unobservable a priori. We find that trade in practices can facilitate the transmission of information about agent types; sometimes full efficiency is achieved. In cases where it is not, a tax on the sale of practices (based on the seller's age) can be used to achieve full efficiency. In addition, a ceiling on the price of services can be used to adjust the distribution of surplus between clients and professionals, while preserving efficiency.signaling, professional services, practices, goodwill

Practices of Using Blockchain Technology in ICT under the Digitalization of the World Economy

Abstract. Pursuing the purpose of effective functioning in today's conditions, the business is forced to transform rapidly, to modernize at all levels. The world is changing, erasing the limits of its certainty. Companies need quality transformations and strategies that are effective in the face of rapid change towards "deep" digitization. Massive corporate management systems increasingly need the flexibility to keep pace with change. And companies with an innovative culture are more in need of creative tasks than implementing detailed regulations. In the post-industrial time of digital economy, issues related to the development of the information sphere, the media and communications, the usage of modern information systems to develop the economy and stabilize social development as a whole, come first. The basic principles of practical application of Blockchain are investigated in the work. The stages of development of Blockchain technology, the stages of development of Blockchain technologies by time, the application of distributed registry technology in Blockchain applications, the principles of construction and operation of Blockchain have been specified. The benefits of using NEM for business are substantiated and the components of Proxima X technology, protocols and service layers, on-line and off-line protocols, decentralized applications are exposed

Redeeming the Nigerian Economy from Recession: Librarians as Rescue Partners

The Nigeria economy was officially declared recessed in August, 2016 by the National Bureau of Statistics (NBS). Ever since then, efforts are being made by governments at different levels to revive the economy and bring it back to boom. To achieve this, every sector of the economy has a role to play. Given the centrality of information in all forms of development, effective and efficient provision both survival and citizen-action information becomes imperatives in redeeming the economy. This paper discusses the various types of libraries and the role they play towards economic development. It is an opinion paper that stresses the need to partner with libraries and librarians for information provision that will facilitate economic redemption. Inadequate projection of the library profession, unavailability of ICTs in most libraries, poor funding of the library system, low literacy level among others were found to hinder effective service delivery of librarians. It was recommended among other things that librarians should adopt proactive approach in marketing librarianship and creating professional visibility through quality service delivery, lobbying, promotions and awareness campaigns

Analysis of Quality of Pharmacy Management Information System at Sultan Agung Islamic Hospital, Semarang

Introduction: Hospital is one of the important links in the service delivery system to the community so that the hospital is expected to provide information to support the provision of timely and accurate services. To improve the quality of hospital services, an up to date information system is needed. The user satisfaction on information system can be used to evaluate the quality of an organization's information system. Objective: to evaluate the quality of the pharmacy management information system (PMIS) at Sultan Agung Islamic Hospital (SAIH), Semarang, and determine the priority of area for improvements.Methods: In this cross-sectional qualititative study, the responses of all employees to questionnaire were obtained; these employees worked at the pharmacy of Sultan Agung Islamic Hospital in Semarang. The PIECES method was applied. The data analysis included gap and customer windowResults: The gap value on the dimension of performance, information, economic, control, efficiency, service was -1.10, -0.82, -0.28, -0.22, 0.01, -0.62, respectivelyConclusion: The user’s unfulfilled expectation on PMIS at SAIH including dimensions of performance, information, economy, control, service, and efficiency. Priority areas for quality improvement of PMIS at the Sultan Agung Islamic Hospital’s phamacy included the menu display, system responsiveness, the completeness of the system, no error occurs, the alert system of the drug stock, the responsiveness of the IT department to the problem of PIMS use

Evaluation of complex integrated care programmes: the approach in North West London

Background: Several local attempts to introduce integrated care in the English National Health Service have been tried, with limited success. The Northwest London Integrated Care Pilot attempts to improve the quality of care of the elderly and people with diabetes by providing a novel integration process across primary, secondary and social care organisations. It involves predictive risk modelling, care planning, multidisciplinary management of complex cases and an information technology tool to support information sharing. This paper sets out the evaluation approach adopted to measure its effect. Study design: We present a mixed methods evaluation methodology. It includes a quantitative approach measuring changes in service utilization, costs, clinical outcomes and quality of care using routine primary and secondary data sources. It also contains a qualitative component, involving observations, interviews and focus groups with patients and professionals, to understand participant experiences and to understand the pilot within the national policy context. Theory and discussion: This study considers the complexity of evaluating a large, multi-organisational intervention in a changing healthcare economy. We locate the evaluation within the theory of evaluation of complex interventions. We present the specific challenges faced by evaluating an intervention of this sort, and the responses made to mitigate against them. Conclusions: We hope this broad, dynamic and responsive evaluation will allow us to clarify the contribution of the pilot, and provide a potential model for evaluation of other similar interventions. Because of the priority given to the integrated agenda by governments internationally, the need to develop and improve strong evaluation methodologies remains strikingly important

International trade in services. A growing contribution to Belgium’s current balance

Service activities hold an ambiguous position in the economy. Although they represent a dominant share of activity and employment, they have only a minor position in international trade. Generally speaking, trade in services has therefore attracted less interest than trade in goods in the context of competitiveness policy, and economic research has paid less attention to it. Yet despite the low gross volume of international trade in services, the services balance has grown in Belgium over the past fifteen years. Compensating in part for the deteriorating balance of trade in goods, net exports of services have gradually become the primary driver of the current account balance. Belgium’s central position in the European economic fabric is one of the main contributory factors in the good performance of Belgium’s trade in services. This has led to the development of trade and logistics services, particularly thanks to the importance of the port of Antwerp in maritime traffic. Given its central position combined with the quality of its human capital, Belgium is also the location for the headquarters of the European institutions and several multinational bodies, and that is another decisive factor in the growth of service exports. However, Belgium’s good general performance in trade in services is not seen in all service categories. In particular, services connected with information and communication technologies have not grown particularly strongly. Yet these services constitute a growth catalyst that could benefit the whole economy, and the human capital needed for such a development is available in Belgium.services, competitiveness, market share, transport, services for public authorities, business services

ANALISIS PERILAKU KONSUMEN TERHADAP KUALITAS LAYANAN BPS DI KABUPATEN MERAUKE PROVINSI PAPUA

The Papua Provincial Government by placing BPS (Central Bureau of Statistics) as one of the assets that will be used to contribute services and data to the regional economy, as an institution that has the opportunity to become the leading contributor to contribute information about service quality aspects and data quality for the region through provision BPS data quality. This study aims to identify and analyze Asek Satisfaction and expectations for data user segmentation, BPS Service Quality and BPS data quality, level of satisfaction and provide recommendations on the type and quality of statistical data and information and analyze BPS Service Variables in Merauke Regency. The method used is Quantitative Analysis, Web Analysis and Cartesian Diagram (Importance Performance Analysis Matrix). The results of the study show that 1). The Value of Satisfaction and Expectation Aspects of Quality Service Aspects of BPS in Merauke Regency to date states that the value of aspects of satisfaction and expectation on data quality for satisfaction aspects states not to be satisfied with score 2.; The Value of Satisfaction and Expectation Aspects Against the Quality Aspect of BPS Data to date states that the Value of the Satisfaction Aspect Stating (Score 2) Not Satisfied and Expectations on BPS Service Quality Aspects Satisfaction states (Score 3) Is Important. 2) Attributes contained in Quadrant A are attributes 1. Requirements (2,915) and 5. Facilities (2,927) and 6. Complaint Services (2,927) that need to be considered by BPS to keep consumers satisfied with various BPSservices and BPS data quality . BPS Merauke Regency should make the factors contained in this quadrant A as a strategy to compete with other Data / Information Providers Institutions either conducted by Bappeda or NGOs and other institutions. Suggestion of findings: Provision of BPSServices needs to be improved so as to achieve minimum service standards, especially in terms of requirements must be reviewed and improve the Quality of HR involved in services by allocating operational cost

Electronic security - risk mitigation in financial transactions : public policy issues

This paper builds on a previous series of papers (see Claessens, Glaessner, and Klingebiel, 2001, 2002) that identified electronic security as a key component to the delivery of electronic finance benefits. This paper and its technical annexes (available separately at http://www1.worldbank.org/finance/) identify and discuss seven key pillars necessary to fostering a secure electronic environment. Hence, it is intended for those formulating broad policies in the area of electronic security and those working with financial services providers (for example, executives and management). The detailed annexes of this paper are especially relevant for chief information and security officers responsible for establishing layered security. First, this paper provides definitions of electronic finance and electronic security and explains why these issues deserve attention. Next, it presents a picture of the burgeoning global electronic security industry. Then it develops a risk-management framework for understanding the risks and tradeoffs inherent in the electronic security infrastructure. It also provides examples of tradeoffs that may arise with respect to technological innovation, privacy, quality of service, and security in designing an electronic security policy framework. Finally, it outlines issues in seven interrelated areas that often need attention in building an adequate electronic security infrastructure. These are: 1) The legal framework and enforcement. 2) Electronic security of payment systems. 3) Supervision and prevention challenges. 4) The role of private insurance as an essential monitoring mechanism. 5) Certification, standards, and the role of the public and private sectors. 6) Improving the accuracy of information on electronic security incidents and creating better arrangements for sharing this information. 7) Improving overall education on these issues as a key to enhancing prevention.Knowledge Economy,Labor Policies,International Terrorism&Counterterrorism,Payment Systems&Infrastructure,Banks&Banking Reform,Education for the Knowledge Economy,Knowledge Economy,Banks&Banking Reform,International Terrorism&Counterterrorism,Governance Indicators