Most recent issue published online in the International Journal of Services Operations and Informatics.
International Journal of Services Operations and Informatics
http://www.inderscience.com/browse/index.php?journalID=65&year=2023&vol=12&issue=3
Inderscience Publishers Ltd
en-uk
support@inderscience.com
International Journal of Services Operations and Informatics
1741-539X
1741-5403
© 2023 Inderscience Enterprises Ltd.
© 2023 Inderscience Publishers Ltd
editor@inderscience.com
International Journal of Services Operations and Informatics
https://www.inderscience.com/images/files/coverImgs/ijsoi_scoverijsoi.jpg
http://www.inderscience.com/browse/index.php?journalID=65&year=2023&vol=12&issue=3
-
Extending and demonstrating an engineering communication framework utilising the digital twin concept in a context of factory layouts
http://www.inderscience.com/link.php?id=132345
The factory layout is frequently planned in virtual environments, based on the experience of software tool users. This planning process is cumbersome and iterative to collect the necessary information, with a high risk of faulty inputs and updates. The digital twin concept has been introduced in order to speed up information sharing within a company; it relies on connectivity. However, the concept is often misunderstood as just a 3D model of a virtual object, not including connectivity. The aim of this paper is to present an extended virtual and physical engineering communication framework including four concepts: digital model, digital pre-runner, digital shadow, and digital twin. The four concepts are demonstrated and described in order to facilitate understanding how data exchange between virtual and physical objects can work in the future and having up-to date virtual environments enables simulating, analysing, and improving on more realistic and accurate datasets.
Extending and demonstrating an engineering communication framework utilising the digital twin concept in a context of factory layouts
Andreas Lind; Lars Hanson; Dan Högberg; Dan Lämkull; Anna Syberfeldt
International Journal of Services Operations and Informatics, Vol. 12, No. 3 (2023) pp. 201 - 224
The factory layout is frequently planned in virtual environments, based on the experience of software tool users. This planning process is cumbersome and iterative to collect the necessary information, with a high risk of faulty inputs and updates. The digital twin concept has been introduced in order to speed up information sharing within a company; it relies on connectivity. However, the concept is often misunderstood as just a 3D model of a virtual object, not including connectivity. The aim of this paper is to present an extended virtual and physical engineering communication framework including four concepts: digital model, digital pre-runner, digital shadow, and digital twin. The four concepts are demonstrated and described in order to facilitate understanding how data exchange between virtual and physical objects can work in the future and having up-to date virtual environments enables simulating, analysing, and improving on more realistic and accurate datasets.]]>
10.1504/IJSOI.2023.132345
International Journal of Services Operations and Informatics, Vol. 12, No. 3 (2023) pp. 201 - 224
Andreas Lind
Lars Hanson
Dan Högberg
Dan Lämkull
Anna Syberfeldt
Global Industrial Development, Scania CV AB, Hertig Carls väg 10, 151 38 Södertälje, Sweden; School of Engineering Science, University of Skövde, Kanikegränd 3a, 541 34 Skövde, Sweden ' School of Engineering Science, University of Skövde, Kanikegränd 3a, 541 34 Skövde, Sweden ' School of Engineering Science, University of Skövde, Kanikegränd 3a, 541 34 Skövde, Sweden ' Manufacturing Engineering Department, Volvo Car Corporation, Gunnar Engellaus väg, 405 31 Göteborg, Sweden ' School of Engineering Science, University of Skövde, Kanikegränd 3a, 541 34 Skövde, Sweden
digital model
digital pre-runner
digital shadow
digital twin
factory layout
2023-07-18T23:20:50-05:00
Copyright © 2023 Andreas Lind et al
12
3
201
224
2023-07-18T23:20:50-05:00
-
Modelling customer experience in digital services
http://www.inderscience.com/link.php?id=132348
Technology advancements allow customers the convenience of getting their desired products and services on demand. Digitisation of many of the services offers opportunities to collect data at various touchpoints of customer experience. However, appropriate data analytics and visualization are required to drive better decisions and enhance the customer experience. The modelling techniques developed in this paper can be used across the spectrum of services in which there is a process to capture the expectations and perceptions of the customers served. We apply this digital service modeling approach in a detailed case study to investigate customer experience using a large WiFi infrastructure and identify ways to improve the process. Future research could build on this work by performing text analysis using several machine learning and AI tools to identify improvement opportunities and conduct sentiment analysis periodically to track changes in customer perceptions and expectations.
Modelling customer experience in digital services
Rohit Rawal; Suhas Hurli; Kai Wen Tien; Anita Woodman; Vittaldas Prabhu
International Journal of Services Operations and Informatics, Vol. 12, No. 3 (2023) pp. 225 - 243
Technology advancements allow customers the convenience of getting their desired products and services on demand. Digitisation of many of the services offers opportunities to collect data at various touchpoints of customer experience. However, appropriate data analytics and visualization are required to drive better decisions and enhance the customer experience. The modelling techniques developed in this paper can be used across the spectrum of services in which there is a process to capture the expectations and perceptions of the customers served. We apply this digital service modeling approach in a detailed case study to investigate customer experience using a large WiFi infrastructure and identify ways to improve the process. Future research could build on this work by performing text analysis using several machine learning and AI tools to identify improvement opportunities and conduct sentiment analysis periodically to track changes in customer perceptions and expectations.]]>
10.1504/IJSOI.2023.132348
International Journal of Services Operations and Informatics, Vol. 12, No. 3 (2023) pp. 225 - 243
Rohit Rawal
Suhas Hurli
Kai Wen Tien
Anita Woodman
Vittaldas Prabhu
Penn State University, Industrial Engineering, PA 16802, USA ' Penn State University, Industrial Engineering, PA 16802, USA ' Penn State University, Industrial Engineering, PA 16802, USA ' Penn State University, Industrial Engineering, PA 16802, USA ' Penn State University, Industrial Engineering, PA 16802, USA
customer experience
digital services
data-driven models
visualisation
visualising lens
synthesising lens
sensing lens
net promoter score
customer satisfaction score
SERVQUAL
2023-07-18T23:20:50-05:00
Copyright © 2023 Inderscience Enterprises Ltd.
12
3
225
243
2023-07-18T23:20:50-05:00
-
News classification using text data generators and convolutional neural network (CNN)
http://www.inderscience.com/link.php?id=132369
Everyday news channels and newspaper publications receive a huge number of news updates. It is nearly impossible to read all this enormous amount of data and categorise the news accordingly. Automated News classification is a growing interest in the research of text mining and machine learning. Correctly identifying the news into particular category is still presenting challenge because of large and vast number of features in the dataset. In addition to that news updates sometimes don't have a clear distinction about their categories. Also, almost all the news updates consist of date, time and place and numbers like information about the happening which may seem important to the viewer but completely useless and instead a trouble to the classifier. In our project, we aim to overcome all these challenges to build a better classification system for the news. There are many classification algorithms that can be used to classify text.
News classification using text data generators and convolutional neural network (CNN)
R. Radha; Pranav Gautam; A. Bhijit Sunil
International Journal of Services Operations and Informatics, Vol. 12, No. 3 (2023) pp. 244 - 252
Everyday news channels and newspaper publications receive a huge number of news updates. It is nearly impossible to read all this enormous amount of data and categorise the news accordingly. Automated News classification is a growing interest in the research of text mining and machine learning. Correctly identifying the news into particular category is still presenting challenge because of large and vast number of features in the dataset. In addition to that news updates sometimes don't have a clear distinction about their categories. Also, almost all the news updates consist of date, time and place and numbers like information about the happening which may seem important to the viewer but completely useless and instead a trouble to the classifier. In our project, we aim to overcome all these challenges to build a better classification system for the news. There are many classification algorithms that can be used to classify text.]]>
10.1504/IJSOI.2023.132369
International Journal of Services Operations and Informatics, Vol. 12, No. 3 (2023) pp. 244 - 252
R. Radha
Pranav Gautam
A. Bhijit Sunil
CSE, SRMIST, 603203, India ' CSE, SRMIST, 603203, India ' CSE, SRMIST, 603203, India
machine learning
SVM
support vector machine
Naïve Bayes
random forest
classification
text data generator
2023-07-18T23:20:50-05:00
Copyright © 2023 Inderscience Enterprises Ltd.
12
3
244
252
2023-07-18T23:20:50-05:00
-
Neuromarketing and e-commerce: analysis of over the top platform homepages
http://www.inderscience.com/link.php?id=132354
This paper focuses on the sector of over the top (OTT) platforms, whose market figures are becoming increasingly remarkable in terms of global trade, in the context of the online entertainment business. Firstly, these platforms are presented as an e-commerce model based on entertainment which focuses on attracting and maintaining subscribers. Secondly, a connection is established between e-commerce and neuromarketing and communication media in order to subsequently analyse, from the neuromarketing perspective, several successful streaming portals with a marked international character: Netflix, Amazon Prime Video, HBO Max, and Disney +. The object of study is limited to the homepages of the platforms' websites. Using an analysis matrix adapted for this case based on the work by several expert authors in the field, this paper shows how each platform states its value proposition to the consumer.
Neuromarketing and e-commerce: analysis of over the top platform homepages
Aitor González-Bengoechea; Francisco José Gil-Ruiz; MarÃa Hernández-Herrera; Raquel Ayestarán-Crespo
International Journal of Services Operations and Informatics, Vol. 12, No. 3 (2023) pp. 253 - 266
This paper focuses on the sector of over the top (OTT) platforms, whose market figures are becoming increasingly remarkable in terms of global trade, in the context of the online entertainment business. Firstly, these platforms are presented as an e-commerce model based on entertainment which focuses on attracting and maintaining subscribers. Secondly, a connection is established between e-commerce and neuromarketing and communication media in order to subsequently analyse, from the neuromarketing perspective, several successful streaming portals with a marked international character: Netflix, Amazon Prime Video, HBO Max, and Disney +. The object of study is limited to the homepages of the platforms' websites. Using an analysis matrix adapted for this case based on the work by several expert authors in the field, this paper shows how each platform states its value proposition to the consumer.]]>
10.1504/IJSOI.2023.132354
International Journal of Services Operations and Informatics, Vol. 12, No. 3 (2023) pp. 253 - 266
Aitor González-Bengoechea
Francisco José Gil-Ruiz
MarÃa Hernández-Herrera
Raquel Ayestarán-Crespo
University of Francisco de Vitoria, 28223, Pozuelo de Alarcón, Madrid, Spain ' University of Francisco de Vitoria, 28223, Pozuelo de Alarcón, Madrid, Spain ' University of Francisco de Vitoria, 28223, Pozuelo de Alarcón, Madrid, Spain ' University of Francisco de Vitoria, 28223, Pozuelo de Alarcón, Madrid, Spain
neuromarketing
homepage
OTT platforms
e-commerce
user experience
web analysis
website
consumer
online entertainment
communication media
2023-07-18T23:20:50-05:00
Copyright © 2023 Inderscience Enterprises Ltd.
12
3
253
266
2023-07-18T23:20:50-05:00
-
Interactive eWOM, consumer engagement, loyalty, eWOM sharing, and purchase behaviour nexus: an integrated framework for tourism and hospitality industry
http://www.inderscience.com/link.php?id=132351
Businesses enterprises in the hospitality and tourism industry strives to attract and boost the number of patronisers. Managers in the industry have great thirst and quest for technological tools and approach to enhance communication and revenue. Interactive e-WOM as a modern tool by which interaction between enterprises and consumers can be enhanced is viewed a possible solution for sustainability. This study aims to provide an integrative review on the impact of Interactive e-WOM on tourist engagement and loyalty, and their subsequent impact on tourist knowledge or experience sharing behaviour and purchase intention. Results suggests that website features like interactive e-WOM contents serve as a trigger that initiates the process of tourist attitudinal and behavioural changes that culminates in positive behavioural intentions for the tourism and hospitality ventures. Interactive e-WOM content enhances consumers loyalty and engagement, which foster e-WOM sharing and purchase behaviour. Implications for theory and practice are prescribed.
Interactive eWOM, consumer engagement, loyalty, eWOM sharing, and purchase behaviour nexus: an integrated framework for tourism and hospitality industry
Mohammad Abuhjeeleh; Maher Odeh Falah Al-Shamaileh; Saaherah Basil Alkilany; Khaldoun Kanaan
International Journal of Services Operations and Informatics, Vol. 12, No. 3 (2023) pp. 267 - 284
Businesses enterprises in the hospitality and tourism industry strives to attract and boost the number of patronisers. Managers in the industry have great thirst and quest for technological tools and approach to enhance communication and revenue. Interactive e-WOM as a modern tool by which interaction between enterprises and consumers can be enhanced is viewed a possible solution for sustainability. This study aims to provide an integrative review on the impact of Interactive e-WOM on tourist engagement and loyalty, and their subsequent impact on tourist knowledge or experience sharing behaviour and purchase intention. Results suggests that website features like interactive e-WOM contents serve as a trigger that initiates the process of tourist attitudinal and behavioural changes that culminates in positive behavioural intentions for the tourism and hospitality ventures. Interactive e-WOM content enhances consumers loyalty and engagement, which foster e-WOM sharing and purchase behaviour. Implications for theory and practice are prescribed.]]>
10.1504/IJSOI.2023.132351
International Journal of Services Operations and Informatics, Vol. 12, No. 3 (2023) pp. 267 - 284
Mohammad Abuhjeeleh
Maher Odeh Falah Al-Shamaileh
Saaherah Basil Alkilany
Khaldoun Kanaan
Faculty of Tourism and Hotel Management, Hotel Management Department, Yarmouk University, Irbid, 21110, Jordan ' Department of History and Islamic Civilization (Tourism Guidance), College of Arts, Science, and Information Technology, University of Khorfakkan, Sharjah, 00000, UAE ' Faculty of Tourism and Hotel Management, Hotel Management Department, Yarmouk University, Irbid, 21110, Jordan ' Department of Hotel and Tourism Sciences, Aqaba University College, Al-Balqa Applied University, AQABA, 77110, Jordan
technology
engagement
loyalty
e-WOM
purchase intention
information sharing
hospitality and tourism
2023-07-18T23:20:50-05:00
Copyright © 2023 Inderscience Enterprises Ltd.
12
3
267
284
2023-07-18T23:20:50-05:00