Planning health services with explicit geographical considerations: a stochastic location–allocation approach

This paper is concerned with modeling for planning health services when geographical considerations in the location of services and in the locations of patients who need services are important. Examples of geographical distribution and organization of health services are the location of hospital outpatient departments within a city, and the provision of hospital-based specialist services, such as cardiac and dental surgery, across a region. Important issues in the provision of services include the location of the service centers, service capacities, geographical distribution of patients, and ease of access to the health services. This paper describes the development of a discrete-event geographical location–allocation simulation model for evaluating various options for the provision of services. Real-life case studies will illustrate the practical importance of the modeling approach.     

The Influence of Service Orientation on B2B e‐Service Capabilities: An Empirical Investigation

E‐Services, or the company's portfolio of service offerings available to its customers through the Internet, are an emerging area of interest to operations management. Yet little is known about the operations and capabilities needed for provision of business‐to‐business (B2B) e‐services. This paper aims to make a contribution toward closing this gap. First, we develop a new construct of B2B e‐service capability, a term that captures a generic set of five interrelated and complementary dimensions: (1) e‐service recovery, (2) e‐customization, (3) ease of navigation, (4) service portfolio comprehensiveness, and (5) information richness. These combined operational abilities are associated with B2B service delivery, including its portal design, technology architecture, and mix of product and service offerings. They are posited to be necessary for delivering effective B2B e‐services. We also argue that, both service orientation (SO) and customer receptivity to technology, influence B2B e‐service capability. We empirically test a path model using structural equation modeling on a sample of 181 businesses that have deployed B2B e‐services. We find that the influence of SO on performance is not direct but rather mediated by the e‐service capability, a finding that holds for both goods producers and service providers. We suggest that a firm's SO may mitigate industrial customers' resistance toward conducting business online.     

Community health information networks. Threat or opportunity in the doctor-patient relationship?

The last half of the 20th Century has been witness to numerous changes in the delivery and financing of health care services. These changes have impacted the one-to-one doctor-patient relationship that may have existed in the past to become a complex of relationships. The contemporary physician collaborates with many other professionals to assist in the delivery, financing, and monitoring of health care services. These clinicians and other professionals require access to patient information to deliver care and secure payment. The patient understands this. Yet the patient has concerns about the widening circle of persons authorized to access his or her information. These concerns have been amplified by the development of community health information networks--(CHINs). This article focuses on CHINs, both patient concerns and the role physicians can take in developing them.     

Diagnosis related groups: product line management within hospitals.

The hospital is viewed as a human service enterprise whose primary function is the provision of diagnostic and therapeutic medical services. Its products are the specific sets of services provided to individual patients. A system for defining hospital products based on the characteristics of patients receiving similar sets of services has been developed and is referred to as Diagnosis Related Groups (DRGs). The system is described, and its implications for improved hospital management are discussed.     

Service quality in the legal profession: a review

Research into the management of professional service quality, other than in health care, has been very limited, despite being particularly problematical. This paper focuses on the interactive, highly customized and labour-intensive service offered by solicitors to their commercial and corporate clients. The intangible nature of legal services, the natures of the professionals themselves and the firms within which they operate, and the perceptions of risk brought to the service by the client create additional difficulties in managing the service and measuring client perceptions of it. Yet solicitors must understand the requirements of the group of clients they seek to serve in order to design their service to match those needs. Clients have to assume the technical competence of their solicitor. Moreover, they seek confidence when buying legal services. Our research, therefore, sought to gain an understanding of the process used by commercial and corporate clients when evaluating legal service, and of the factors that are key drivers in the creation of confidence.     

A review and synthesis of demand management, capacity management and performance in health-care services

Responses to demand uncertainty in the field of health-care services is a very timely research issue because of ongoing changes in demand patterns that are driven by demographics and recent changes in the delivery of these services. Despite its importance to researchers, the literature on demand management, capacity management and performance in health care has not been extensively reviewed. The present paper addresses this need by analyzing and synthesizing 463 articles published between 1986 and 2006. The key contributions of this work are the analysis and synthesis of research on demand management, capacity management and performance, along with an agenda to guide future research in this important area.     

The SERVICE Framework: A Public‐service‐dominant Approach to Sustainable Public Services

In this paper we argue that the new public management has been a flawed paradigm for public services delivery that has produced very internally efficient but externally ineffective public service organizations. Subsequently we develop the SERVICE framework for sustainable public services and public service organizations. This framework is rooted within the public‐service‐dominant business logic and emphasizes the need for a focus on external value creation rather than internal efficiency alone.     

Selection of a Computerised Maintenance Management System: a case study in a regional health service

The selection of a Computerised Maintenance Management System (CMMS) is a strategic decision in any industry. In hospitals such systems are becoming increasingly necessary because of the high proportion of the budget allocated to the maintenance area and the increasing demand for quality from both health-care professionals and patients. The aim of this study is to propose a more satisfactory CMMS selection process. The process uses a decision-making model based on the use of the multicriteria technique ELECTRE II in two stages. First, the software suppliers that can guarantee a successful implementation of the CMMS are selected. Then, the CMMS that best meets the organisation's needs and requirements is selected. To demonstrate the process, the authors present a case study of the selection process in a Spanish regional health service. Finally, a discussion of the influence of the public health-care environment on the final decision is offered.     

Managing the Coordination of Social Services in the Mixed Economy of Welfare: Competition,Cooperation or Common Cause?

This paper explores the issue of the coordination of public services in conditions of plural service provision. It does this by focusing on the example of personal social services provision by local authorities in the UK. Specifically it explores the evolving relationship between these authorities and voluntary and non-profit organizations. It does so by using the models of markets, hierarchies and clans with which to examine the implications of different modes of service coordination. The paper argues that this is an important approach for helping us to understand the evolving nature of the management of plural public services in the UK.     

Managing from the Inside Out: Drawing on 'Receptivity' to Explain Variation in Strategy Implementation

With the rise of 'New Public Management' (NPM), government policy has encouraged public-sector organizations to downsize and outsource their services. There is, however, local variation in the use of outsourcing – this is 'managing from the inside out'. This paper draws on the notion of receptivity for organizational change to explain variation in strategy implementation. Four receptivity factors are identified which seem to explain the success of two contrasting English local government outsourcing strategies: ideological vision, leading change, institutional politics and implementation capacity. The organization level of change is interconnected with two other levels of change (the public service and environment levels) to illustrate the dynamic nature of change.     

A concept of an integrated transport model

This paper is one of a series being produced on the application of Operational Research techniques in the integrated planning of public service resource provision and consumption. It describes a conceptual basis for planning transportation services within the context of a public service, the others are related to Health Services, Educational Services and community development services.Two sub-models, a linear sub-model and a dynamic sub-model are linked to form the integrated approach to the planning problem. The overall concept is to evaluate in terms of penalties and benefits the alternative plans of resource provisions.It is of interest to know that the principles of the Linear model described here has been applied to long range planning in the Health Service in the U.S.A. and U.K., and has been reported at the NATO conference, Portugal (1974). The Dynamic model has been used, in a more unstructured fashion than described here, by the Greater London Councils. The model in this paper is to form the basis of a more detailed evaluation of alternative transportation plans.     

Service Delivery Through E-Governance: Perception and Expectation of Customers in Fiji and PNG

Empirical studies on e-governance are replete with evidences highlighting its potential for improving service delivery. This study was conducted in PNG and Fiji using structured questionnaires distributed to different groups of respondents. The results indicate that e-governance has the potential to improve Public Service Delivery. It is also confirmed through the findings in this research that the expectations of citizens from public services are quite high, but experience has often been negative i.e. there is a huge variance in the perception and expectation of normal citizens in PNG (Papua New Guinea) and Fiji regarding service delivery, quality of services.     

Spreading the word ... hospice information systems

The rapid spread of Saunders' thinking across the world has been facilitated by the Hospice Information service and library at St Christopher's Hospice which she helped to create and further enhanced by Help the Hospices. We have set this article in the context of the Web and other information systems as they are developing today. "Connecting people" and "collecting people's experiences" were terms often used by Cicely Saunders when she described the work of Hospice Information, a service that has in some measure contributed to the rapid spread of her thinking across the world and which is currently in close contact with palliative care workers in over 120 countries. Connecting--or networking--putting people and organizations in touch with each other for mutual benefit and collecting and disseminating people's experiences are central to our work as a U.K. and international resource on hospice and palliative care for professionals and the public. Add to these the crucial role of information provision and advocacy for patients, carers, and health professionals alike and we hope that you may begin to appreciate how our respective organizations have contributed to the spread of Cicely Saunders' vision.     

基于TAM的移动内容服务采纳分析

3G时代,提供能被消费者接受的移动内容服务是移动运营商和内容提供商实现利润的重要前提,其关键是明晰影响用户采纳移动内容服务的主要因素和影响途径。本文以技术接受模型为理论基础,在移动商务的环境下对其进行扩展,建立了整合用户创新性、外部影响和感知财务费用的移动内容服务采纳模型,并在此基础上提出了相应的假设,并通过结构方程模型的方法对假设模型进行了验证。实证研究发现,技术接受模型在移动商务环境下依然有效,而且用户自身的创新性、外部的影响和使用成本也影响消费者的采纳意图。     

THE MALL IS MY FACTORY: REFLECTIONS OF A SERVICE JUNKIE

This paper presents a personal perspective on the history, current research, and emerging topics in the field of Service Operations Management. I see research in the field evolving from a focus on classifications and operations research models in the 1970s and 1980s, to a current focus on laboratory studies, and survey- and case-based research. Selected current research is presented under the following headings: Service encounter design, service quality, drivers of service competitiveness, yield management, and the information revolution and the globalization of services. Examples of creativity in service delivery and some whimsical characteristics of service junkies are also presented.     

Managing Through Networks: Some Issues and Implications for the NHS

Hierarchies, markets and networks have been described as three alternative styles of organizing, each of which may call for distinctive managerial orientations and styles. The question arises as to whether there is now a deep-seated shift underway from organizational forms based on markets and hierarchies and towards more network-based forms of organization.
This paper assesses the significance of these broader developments with reference to changing managerial practice within a major UK organization (the NHS). It seeks to access the developing theory of network-based organizations; to assess empirically the significance of these developments for managerial practice within public-sector organizations such as the NHS; and to consider the organizational and managerial implications, for example, Human Resource Management (HRM) strategy. There have so far been few studies which have taken public-sector settings for study or which have sought to connect network theory to practice, and this paper can make a useful contribution in these regards.     

An Exploratory Study of the Impact of e‐Service Process on Online Customer Satisfaction

Although extensive academic research has examined the dynamics of interpersonal interactions between service providers and customers, much less research has investigated customer service encounters through technological interfaces such as the Web in electronic commerce transactions. Corporate websites have become an important point of contact with customers for many companies. Service has been described as one of the most important attributes for online business to influence traffic and sales. However, more research is needed to understand how Web‐based technological capabilities of services affect customer satisfaction. In this paper, we propose viewing the interface between online buyers and sellers through the lens of service management to identify possible determinants of online customer satisfaction. A company's website is considered its electronic service delivery system. We look at this electronic service delivery system from its process point of view. Our findings indicate that as the electronic service delivery system process improves, a customer's perception of the website's ease of use increases, leading to increased service value and perceived control over the process, which increases customer satisfaction. The research provides evidence that the technological capabilities embedded in the website processes are an important factor in determining service quality and ultimately online customer satisfaction.     

The Market Provision of Management Services, Information Asymmetries and Service Quality—Some Market Solutions: an Empirical Example

This article examines the problems of information asymmetry associated with the market provision of managerial services. Such problems are heightened by those characteristics which differentiate services from goods. Two unique, and central, characteristics of services, are intangibility and perishability. These create special problems for the market provision of services. In particular they make for difficulties in assessing quality; whereas the producer may know product quality, the buyer often does not. The asymmetry between sellers and buyers is of two types: Adverse selection and moral hazard. Adverse selection occurs when the buyer cannot observe the relevant characteristics of the seller or the conditions under which they work. The problem of moral hazard is the buyer's inability to observe the action taken by the sellers. If these difficulties are not overcome, the market could collapse as companies withdraw and internalize service provision. However, each market has a number of in-built mechanisms which remedy the harmful effects associated with information-related problems. The institutional arrangements which predominate in particular markets are dependent upon the trust-producing mechanisms within those markets. Consequently, market responses to information asymmetries are far from uniform. The argument is illustrated using the example of the executive recruitment industry. In this respect the paper is a highly focused study of those mechanisms which overcome information asymmetries in one service market.     

An Assessment of the Impact of Local Government Fragmentation in Ghana

In theory fragmentation: yields lower per capita service cost; decentralizes service delivery; promotes local democracy; and protects identity and community of interest. This article assessed whether prediction matched the Ghanaian fragmentation evidence. The paper’s findings are: poverty reduction is a more important performance indicator than the overemphasis on efficiency in public provision; procedures and opportunities for participation are inadequate and irregular; attention is on public expenditure assignments without due consideration for significant financial devolution; and the consequences of the politics of fragmentation have been ignored. The paper concludes that unless these minutiae are incorporated into fragmentation policy, achieving predicted outcomes will remain difficult.     

Algorithms and time complexity of the request-service problem

Given a number of users each of which provides a set of services with a cost for each service and has a set of requests to be satisfied, the goal of the request-service problem is to find a feasible solution that satisfies all requests of each user with minimum cost. In addition, a feasible solution must satisfy an additional constraint. Specifically, if user A provides a service to user B, B should provide a service back to A either directly or indirectly through other users. In this paper, we studied the complexity of this problem. We show that there exists a polynomial time algorithm that can compute a feasible solution with minimum cost if such a solution exists. However, if a feasible solution does not exist, the problem of maximizing the number of satisfied users (i.e., all requests of the users are satisfied) is NP-hard.