Service Interaction Flow Analysis Technique for Service Personalization

Abstract Service interaction flows are difficult to capture, analyze, outline, and represent for research and design purposes. We examine how variation of personalized service flows in technology-mediated service interaction can be modeled and analyzed to provide information on how service personalization could support interaction. We have analyzed service interaction cases in a context of technology-mediated car rental service. With the analysis technique we propose, inspired by Interaction Analysis method, we were able to capture and model the situational service interaction. Our contribution regarding technology-mediated service interaction design is twofold: First, with the increased understanding on the role of personalization in managing variation in technology-mediated service interaction, our study contributes to designing service management information systems and human-computer interfaces that support personalized service interaction flows. Second, we provide a new analysis technique for situated interaction analysis, particularly when the aim is to understand personalization in service interaction flows

The interface between health sector reform and human resources in health

The relationship between health sector reform and the human resources issues raised in that process has been highlighted in several studies. These studies have focused on how the new processes have modified the ways in which health workers interact with their workplace, but few of them have paid enough attention to the ways in which the workers have influenced the reforms. The impact of health sector reform has modified critical aspects of the health workforce, including labor conditions, degree of decentralization of management, required skills and the entire system of wages and incentives. Human resources in health, crucial as they are in implementing changes in the delivery system, have had their voice heard in many subtle and open ways – reacting to transformations, supporting, blocking and distorting the proposed ways of action. This work intends to review the evidence on how the individual or collective actions of human resources are shaping the reforms, by spotlighting the reform process, the workforce reactions and the factors determining successful human resources participation. It attempts to provide a more powerful way of predicting the effects and interactions in which different "technical designs" operate when they interact with the human resources they affect. The article describes the dialectic nature of the relationship between the objectives and strategies of the reforms and the objectives and strategies of those who must implement them

Can economic bonus programs jeopardize service relationships?

Bonus programs, Customer loyalty, Self-determination, Intrinsic motivation, Extrinsic motivation,

The Role of User Emotions for Content Personalization in e-Commerce: Literature Review

urchasing decisions do not always come from the rational mental processes but are often being driven by emotions. This insight made researchers think of emotions as of an essential contextual variable capable of enhancing personalized services and providing more precise recommendations within e-Commerce. In this paper we explore the studies made to discover why emotions are an important research domain necessary to understand purchasing behavior of online shoppers. We also explore how user emotions can be captured and recognized by existing technologies to provide enhanced personalization. Specifically, we apply Webster and Watson (2002) literature review approach to create a sample of studies published in scientific journals and conference proceedings. We synthesize the extant studies on the role of user emotions for personalized services within e-Commerce. We also provide a comprehensive concept-matrix which aggregates the range of existing emotions recognition technologies and highlights which specific emotions these technologies are able to recognize as well as in which domains these solutions are applied. Our study extends prior reviews and provides insights into open research areas which will benefit Human-Computer Interactions (HCI) practitioners and researchers in academia and industry

Membrane phosphatidylserine distribution as a non-apoptotic signalling mechanism in lymphocytes

Phosphatidylserine (PS) exposure is normally associated with apoptosis and the removal of dying cells. We observed that PS is exposed constitutively at high levels on T lymphocytes that express low levels of the transmembrane tyrosine phosphatase CD45RB. CD45 was shown to be a negative regulator of PS translocation in response to various signals, including activation of the ATP receptor P2X7. Changes in PS distribution were shown to modulate several membrane activities: Ca2+ and Na+ uptake through the P2X7 cation channel itself; P2X7-stimulated shedding of the homing receptor CD62L; and reversal of activity of the multidrug transporter P-glycoprotein. The data identify a role for PS distribution changes in signal transduction, rapidly modulating the activities of several membrane proteins. This seems to be an all-or-none effect, coordinating the activity of most or all the molecules of a target protein in each cell. The data also suggest a new approach to circumventing multidrug resistance