The Apology Strategies Used by Customer Service Officers of a Local Bank in Surabaya

In this study, the writer observed the apology strategies used by ten customer service officers of a local bank. The writer wants to find out what types of apology strategies are used by customer service officers of the local bank. The theory of apology strategy by Trosborg (1995) was used as the main theory of this research. The writer used a qualitative approach. The data were taken by recording interviews with ten customer service officers of the local bank. Then, the writer analyzed the conversation produced by these respondents. The result of the analysis, the local bank used twelve types of apology strategies. Next, the writer found the mostly used apology strategy the customer service officers employed is Repair Strategy. Overall, it was found that the customer service officers of the local bank used eight types of apology strategies and they did not use one type of apology strategy that is Promise of Forbearanc

Designing IS service strategy: an information acceleration approach

Information technology-based innovation involves considerable risk that requires insight and foresight. Yet, our understanding of how managers develop the insight to support new breakthrough applications is limited and remains obscured by high levels of technical and market uncertainty. This paper applies a new experimental method based on “discrete choice analysis” and “information acceleration” to directly examine how decisions are made in a way that is behaviourally sound. The method is highly applicable to information systems researchers because it provides relative importance measures on a common scale, greater control over alternate explanations and stronger evidence of causality. The practical implications are that information acceleration reduces the levels of uncertainty and generates a more accurate rationale for IS service strategy decisions

In Defense of Public Service: Union Strategy in Transition

[Excerpt] Public sector unions have displayed healthy durability for the past twenty years, apparently immune to the economic and political forces that have buffeted the broader labor movement. While unions in the private economy have lost power and seen density decline by more than half, unions of government workers have retained influence and market share. Early in the twenty first century there are signs that this era of relative comfort may be coming to an end. In the 1980s private sector unions were sent reeling by the combined forces of globalization, deregulation and increased management hostility. Today their public sector associates face the parallel threats of massive budget deficits, privatization and the expanded power of the Republican right. When unions addressed their conundrum in the private economy two decades ago, inertia and strategic rigidity forestalled an effective response (Hurd 1998). Today public sector unions are determined to avoid similar mistakes and intend to confront systematically the challenges that they face

PERUMUSAN STRATEGI PEMASARAN PADA RUMAH SAKIT ISLAM \ud HASANAH MUHAMMADIYAH KOTA MOJOKERTO

This research have character of descriptively, this thesis done at Islam Hospital of Hasanah \ud Muhammadiyah Town of Mojokerto with title Formulation Of Marketing Strategy at Islam \ud Hospital of Hasanah Muhammadiyah Town of Mojokerto. \ud The objective of this research is know weakness and strength and know threat and opportunity at \ud hospital so can be determine appropriate marketing strategy at Hospital Islam of Hasanah. \ud Analyzer the used is analyzer of EFAS (Eksternal Factory Analysis Summary) and IFAS \ud (Internal Factor Analysis Summary) then entered in SWOT matrix to obtain and know what \ud strategy is appropriate and can be applied at hospital. \ud Result from analysis of EFAS show factor of eksternal hospital opportunity is demography, \ud technological, government and supplier. While factor becoming threat is economics, cultural \ud social and competitor. Total for score by analysis of EFAS equal to 2,34 indicating that factor of \ud eksternal have influence is to hospital. While result of analysis of IFAS show internal factor of \ud hospital strength is price, customer service, product/service and people. While factor becoming \ud weakness that is process, promotion, physical evidence and place. Total for score by analysis of \ud IFAS equal to 2,28 indicating internal factor of RSI Hasanah mean compared to competitor. \ud Pursuant to research result can be concluded that appropriate strategy for the RSI Hasanah is \ud Market Penetrating Strategy, with aim to maintain customer which have used hospital service \ud and draw competitor consumer. This strategy improve productivity of marketing mix element by \ud improve marketing mix application developed service type and improve activity of promotion on \ud the chance of hospital can draw new consumer. Through policy of competitive price and also \ud correction of system of service hence RSI Hasanah can compete between hospital which \ud progressively moun

An Effective Strategy for the Flexible Provisioning of Service Workflows

Recent advances in service-oriented frameworks and semantic Web technologies have enabled software agents to discover and invoke resources over large distributed systems, in order to meet their high-level objectives. However, most work has failed to acknowledge that such systems are complex and dynamic multi-agent systems, where service providers act autonomously and follow their own decision-making procedures. Hence, the behaviour of these providers is inherently uncertain - services may fail or take uncertain amounts of time to complete. In this work, we address this uncertainty and take an agent-oriented approach to the problem of provisioning service providers for the constituent tasks of abstract workflows. Specifically, we describe an algorithm that uses redundancy to deal with unreliable providers, and we demonstrate that it achieves an 8-14% improvement in average utility over previous work, while performing up to 6 times as well as approaches that do not consider service uncertainty. We also show that our algorithm performs well in the presence of inaccurate service performance information

Server Placement with Shared Backups for Disaster-Resilient Clouds

A key strategy to build disaster-resilient clouds is to employ backups of virtual machines in a geo-distributed infrastructure. Today, the continuous and acknowledged replication of virtual machines in different servers is a service provided by different hypervisors. This strategy guarantees that the virtual machines will have no loss of disk and memory content if a disaster occurs, at a cost of strict bandwidth and latency requirements. Considering this kind of service, in this work, we propose an optimization problem to place servers in a wide area network. The goal is to guarantee that backup machines do not fail at the same time as their primary counterparts. In addition, by using virtualization, we also aim to reduce the amount of backup servers required. The optimal results, achieved in real topologies, reduce the number of backup servers by at least 40%. Moreover, this work highlights several characteristics of the backup service according to the employed network, such as the fulfillment of latency requirements.Comment: Computer Networks 201

The NPFIT strategy for information security of care record service

The National Programme for IT in England doesn’t have a one-document strategy for its information security of the Care Records Service, which is the national EHR system. This paper provides a comprehensive understanding of the information security strategy of England’s EHR system by presenting its different information security issues such as consent mechanisms, access control, sharing level, and related legal and regulations documents