Through a questionnaire survey of students’ response from 6 universities in Nanjing, this paper aims to determine their varying degrees of satisfaction about the customized information service based on Library2.0 tec...Through a questionnaire survey of students’ response from 6 universities in Nanjing, this paper aims to determine their varying degrees of satisfaction about the customized information service based on Library2.0 technologies. In so doing, the authors carefully examined the data collected from the returned questionnaires about such key issues as the students’ perceptions about the customized information service via a Library2.0platform, self-initiated use experience of such a mechanism, their achieved information searching results vis-à-vis their expectations, etc. In addition, the authors also made a comparative study between information providers(i.e. librarians) and information consumers(i.e. students) at Chinese and American academic libraries.展开更多
The space-air-ground integrated network(SAGIN) is regarded as the key approach to realize global coverage in future network and it reaches broad access for various services. Being the new paradigm of service, immersiv...The space-air-ground integrated network(SAGIN) is regarded as the key approach to realize global coverage in future network and it reaches broad access for various services. Being the new paradigm of service, immersive media(IM) has attracted users’ attention for its virtualization, but it poses challenges to network performance, e.g. bandwidth, rate, latency. However, the SAGIN has limitations in supporting IM services, such as 4 K/8 K video, virtual reality, and interactive games. In this paper, a novel service customized SAGIN architecture for IM applications(SAG-IM) is proposed, which achieves content interactive and real-time communication among terminal users. State-of-the-art research is investigated in detail to facilitate the combination of SAGIN and service customized technology, which provides endto-end differentiated services for users. Besides, the functional components of SAG-IM contain the infrastructure layer, perception layer, intelligence layer, and application layer, reaching the capabilities of intelligent management of the network. Moreover, to provide IM content with ultra-high-definition and high frame rate for the optimal user experience, the promising key technologies on intelligent routing and delivery are discussed. The performance evaluation shows the superiority of SAG-IM in supporting IM service.Finally, the prospects in practical application are high-lighted.展开更多
Considering that the vehicle routing problem （VRP） with many extended features is widely used in actual life, such as multi-depot, heterogeneous types of vehicles, customer service priority and time windows etc., a ...Considering that the vehicle routing problem （VRP） with many extended features is widely used in actual life, such as multi-depot, heterogeneous types of vehicles, customer service priority and time windows etc., a mathematical model for multi-depot heterogeneous vehicle routing problem with soft time windows （MDHVRPSTW） is established. An improved ant colony optimization （IACO） is proposed for solving this model. First, MDHVRPSTW is transferred into different groups according to the nearest principle, and then the initial route is constructed by the scanning algorithm （SA）. Secondly, genetic operators are introduced, and crossover probability and mutation probability are adaptively adjusted in order to improve the global search ability of the algorithm. Moreover, the smooth mechanism is used to improve the performance of the ant colony optimization （ACO）. Finally, the 3-opt strategy is used to improve the local search ability. The proposed IACO was tested on three new instances that were generated randomly. The experimental results show that IACO is superior to the other three existing algorithms in terms of convergence speed and solution quality. Thus, the proposed method is effective and feasible, and the proposed model is meaningful.展开更多
The Corona Virus Disease 2019(COVID-19)has influenced the daily life of urban residents worldwide.In the post COVID-19 period,the proportion of public transport commuting trips decreased,whereas that of car commuting ...The Corona Virus Disease 2019(COVID-19)has influenced the daily life of urban residents worldwide.In the post COVID-19 period,the proportion of public transport commuting trips decreased,whereas that of car commuting trips increased.As a sustainable travel mode,customized bus services have been promoted to ensure the public health security during commuting in this period in many cities in China and other countries.This study focused on the promotion of sustainable travel behavior in the post COVID-19 period from the perspective of customized bus services.A total of 664 respondents from Shanghai,China participated in this study to provide revealed preference(RP)and stated preference(SP)data related to the customized bus services in the post COVID-19 period.The mode choice model was established based on the hypothetical scenarios to estimate the commuters’intention to shift to the customized bus services,determine the mode preference of different groups,and suggest potential policies.The results showed that the preference for customized buses decreased with the increasing fare for one journey,the travel time,and the availability of a one-way ticket,and middle-class commuters had a higher preference for commuting by customized bus.The measures for the short and long term in the post COVID-19 period were proposed.The results of this study can help governments adopt policies to promote customized bus services not only in the post COVID-19 period but also during regular daily life.展开更多
As the demand for customer service continues to increase,more companies are attempting to apply artificial intelligence technology in the field of customer service,enabling intelligent customer service,reducing custom...As the demand for customer service continues to increase,more companies are attempting to apply artificial intelligence technology in the field of customer service,enabling intelligent customer service,reducing customer service pressure,and reducing operating costs.Currently,the existing intelligent customer service has a limited degree of intelligence and can only answer simple user questions,and complex user expressions are difficult to understand.To solve the problem of low accuracy of multi-round dialogue semantic understanding,this paper proposes a semantic understanding model based on the fusion of a convolutional neural network(CNN)and attention.The model builds an“intention-slot”joint model based on the“encoding–decoding”framework and uses hidden semantic information that combines intent recognition and slot filling,avoiding the problem of information loss in traditional isolated tasks,and achieving end-to-end semantic understanding.Additionally,an improved attention mechanism based on CNNs is introduced in the decoding process to reduce the interference of redundant information in the original text,thereby increasing the accuracy of semantic understanding.Finally,by applying the model to electric power intelligent customer service,we verified through an experimental comparison that the proposed fusion model improves the performance of intent recognition and slot filling and can improve the user experience of electric power intelligent customer services.展开更多
In this project, </span><span style="font-family:Verdana;">assessment</span><span style="font-family:Verdana;"> of </span><span style="font-family:Verdana;&quo...In this project, </span><span style="font-family:Verdana;">assessment</span><span style="font-family:Verdana;"> of </span><span style="font-family:Verdana;">food service</span><span style="font-family:Verdana;"> quality of two restaurants in Lagos was carried out. The study assessed </span><span style="font-family:Verdana;">quality</span><span style="font-family:Verdana;"> of food served in </span><span style="font-family:Verdana;">Chicken</span><span style="font-family:Verdana;"> Republic compared with Mega Chicken. Three hundred (300) copies of questionnaires were administered to the customers in Chicken Republic Restaurant while two hundred (200) copies </span><span style="font-family:Verdana;">questionnaires</span><span style="font-family:Verdana;"> were administered to the customer in Mega Chicken Restaurant. </span><span style="font-family:Verdana;">In order to</span><span style="font-family:Verdana;"> analyze the data, </span><span style="font-family:Verdana;">simple</span><span style="font-family:Verdana;"> percentage method was adopted in which the respondents responded to variables like, quality of services, quality of food, healthy food, price and value </span><span style="font-family:Verdana;">and</span><span style="font-family:Verdana;"> condition of </span><span style="font-family:Verdana;">environment</span><span style="font-family:Verdana;"> as factors that determine their patronage. The result of the study showed that the customers prefer Mega Chicken. It also showed that there is a relationship between the customers’ satisfaction and customer patronage in a choice of restaurant. The result of the project could be of use to the intending </span><span style="font-family:Verdana;">restaurants</span></span><span style="font-family:Verdana;">’</span><span style="font-family:""><span style="font-family:Verdana;"> operators to understand the trend and determinants of customers’ patronage. </span><span style="font-family:Verdana;">Recommendation</span><span style="font-family:Verdana;"> is made that restaurant</span></span><span style="font-family:Verdana;">’</span><span style="font-family:Verdana;">s operation should intensify effort for training and retraining of the staff on customer delight.展开更多
The Chinese intelligence input technology, its applications, and a customer service call center system are developed. This technology can be used both in standard English telephone number input keyboard and in Chinese...The Chinese intelligence input technology, its applications, and a customer service call center system are developed. This technology can be used both in standard English telephone number input keyboard and in Chinese telephone number input keyboard .And authors develop sophisticated technologies including "Pinyin" (the Chinese phonetic alphabet ) encoding technology of phonetic symbol code and formal symbol code of Chinese character structure, phrase encoding technology, input technology of whole sentence intelligence encoding and input technology of Chinese telephone number encoding.展开更多
In the new economy and economy integration, the companies must focus on core competence in order to succeed in the fierce competition. As for China real estate Corporation, they must pay more attention to cultivating ...In the new economy and economy integration, the companies must focus on core competence in order to succeed in the fierce competition. As for China real estate Corporation, they must pay more attention to cultivating their core competence, which includes human resource, capital, house product, custom service and brand. As input, the high quality human resource and capital lead to high quality output--house product and custom service, all of which together create excellent brand. This cycle makes up the core competence of China real estate.展开更多
ZTE Corporation is China’s largest listedtelecommunications equipment provider spe-cialized in offering a full range of tailor-madesolutions for customers in high-,middle-andlow-end markets.
Conventional resource provision algorithms focus on how to maximize resource utilization and meet a fixed constraint of response time which be written in service level agreement（SLA）.Unfortunately,the expected respo...Conventional resource provision algorithms focus on how to maximize resource utilization and meet a fixed constraint of response time which be written in service level agreement（SLA）.Unfortunately,the expected response time is highly variable and it is usually longer than the value of SLA.So,it leads to a poor resource utilization and unnecessary servers migration.We develop a framework for customer-driven dynamic resource allocation in cloud computing.Termed CDSMS（customer-driven service manage system）,and the framework’s contributions are twofold.First,it can reduce the total migration times by adjusting the value of parameters of response time dynamically according to customers’profiles.Second,it can choose a best resource provision algorithm automatically in different scenarios to improve resource utilization.Finally,we perform a serious experiment in a real cloud computing platform.Experimental results show that CDSMS provides a satisfactory solution for the prediction of expected response time and the interval period between two tasks and reduce the total resource usage cost.展开更多
AI customer service is being in-troduced to solve problems but,,unfortunately,is increasingly becoming a problem itself.Instead of enhancing efficiency,AI often merely creates an obstacle course of irrelevant response...AI customer service is being in-troduced to solve problems but,,unfortunately,is increasingly becoming a problem itself.Instead of enhancing efficiency,AI often merely creates an obstacle course of irrelevant responses separating consumers from the queue for a human agent.展开更多
The application of artificial intelligence(AI)in customer service becomes ubiquitous.In response to the advocacy in the“2021 Coordinated Plan on Artificial Intelligence”,it is crucial to understand how to leverage A...The application of artificial intelligence(AI)in customer service becomes ubiquitous.In response to the advocacy in the“2021 Coordinated Plan on Artificial Intelligence”,it is crucial to understand how to leverage AI customer service chatbots for societal welfare.Across two scenario studies and one lab experiment,this research investigates the impact of AI chatbots’communication styles on consumers’subsequent prosocial intentions irrelevant to the AI-human interaction contents.The combined evidence suggests that consumers exhibit higher prosocial intentions after interacting with social-oriented(vs.task-oriented)AI chatbots.The findings reveal the chain-mediating roles of social presence and empathy.Moreover,the current research investigates the boundary effect of consumers’goal focus(process focus vs.outcome focus),and shows that AI chatbots’communication styles have stronger impact on prosocial intentions for customers with outcome focus.These results revealed the important externality of the AI application in marketplace and provide a novel perspective for companies to implement the corporate social responsibility(CSR)strategy.展开更多
Airlines and airports continuously improve operational efficiency and enhance service quality,especially through self-service technology(SST).Although there are several reviews on SST,the aviation industry has been co...Airlines and airports continuously improve operational efficiency and enhance service quality,especially through self-service technology(SST).Although there are several reviews on SST,the aviation industry has been com-paratively overlooked.This study offers a systematic review of the existing literature on aviation SST(e.g.,self-check-in kiosks and web/e-ticketing)from the customer service perspective.Starting from a rich dataset of 678 peer-reviewed journal articles listed in Scopus,after some screening processes,98 articles remained and were included in the full-text review and analysis.Accordingly,we found that the aviation SST literature focused on some geographical locations,e.g.,North America and Asia,but not others(e.g.,Africa or Oceania).Its three main research themes are customer adoption,customer satisfaction,and customer experience,in which the Technol-ogy Acceptance Model(TAM)is the dominant framework.In addition,the use of SST from the environmental perspective was rarely studied while newer SSTs such as customer service chatbots and biometric check-in will need more attention.展开更多
Tax Administrations make big efforts to provide citizens the information and assistance they need and have increased remote services through digital channels.However,customer service has deteriorated in many cases esp...Tax Administrations make big efforts to provide citizens the information and assistance they need and have increased remote services through digital channels.However,customer service has deteriorated in many cases especially after the pandemic,due to lack of resources and sometimes impacted by the consequences of the extension of remote work.The Spanish Tax Administration has developed a new service strategy,which aims to deliver homogeneously any service as needed so that citizens can choose whatever service that is more convenient to them,remote or face-to-face.From the perspective of its staff,any staff will be enabled to provide any service through any channel.展开更多
This paper explores the service customization in the view of network softwarearchitectures. The authors first abstract a network system into a framework that consists ofseveral layered basic systems and then propose a...This paper explores the service customization in the view of network softwarearchitectures. The authors first abstract a network system into a framework that consists ofseveral layered basic systems and then propose a component-based network software architecture forone basic system of network software, which is suitable for service customization . The networksoftware architecture is formalized with the theory of Communicating Sequential Process and show itspossible applications in areas of personal service environment and service customization.展开更多
With the development of Internet and next generation networks in telecommunications, more and more new services are required to be introduced into networks. Introducing new services into traditional network is always ...With the development of Internet and next generation networks in telecommunications, more and more new services are required to be introduced into networks. Introducing new services into traditional network is always associated with standardizing new protocols. The progress of protocol standardization usually takes several years, which cannot meet the increasing demands of the applications in Internet and next generation networks. Service customization in network systems may be one possible solution to cope with this problem. Based on the principle that network service is provided by interactions among protocol entities, this paper proposes a conceptual model of service customization (SECUM) by separating the service logic from protocol interactive logic within existing network architecture. The theory of Communicating Sequential Processes (CSP) is used to formalize the SECUM in order to locate exactly the service logic and to define precisely the SECUM. For validating the SECUM's usability in practical network systems, this paper also proposes an implementation model for SECUM: a component-based protocol implementation model (CPIM). CPIM discomposes protocol entity into application component, service component, message component and communication component. Service component associates application component with message component. Users or network managers can customize network services by configuring service component. The paper shows respectively the applications of SECUM and CPIM by proposing a customizable IP service model based on SECUM and describing an implementation of Session Initiation Protocol (SIP) based on CPIM. Compared with the existing service-customization techniques, SECUM is a service customization model internal to network system and may provide more powerful capabilities of service customization.展开更多
This study introduces the same-day delivery time-guarantee(SDDTG)problem for supporting online retail.In the SDDTG,orders are placed online and are processed and delivered from a depot to customer locations in the sam...This study introduces the same-day delivery time-guarantee(SDDTG)problem for supporting online retail.In the SDDTG,orders are placed online and are processed and delivered from a depot to customer locations in the same day.The problem seeks optimal delivery time guarantees to offer customers as they consider making purchases to increase purchase decision likelihood while accounting for delivery-related,supply-side costs that can affect profits.Time guarantees are decision variables rather than parameters(as is typical)and are designed around anticipated customer satisfaction levels and purchase likelihoods.Delivery deadlines are not merely given to customers once they make their purchases,but rather the attractiveness of the offered delivery guarantees affects whether they make their purchases,i.e.,whether demand is realized.The problem is conceptualized as a multistage,stochastic,mixed-integer program in which uncertainties associated with customer reaction to delivery time guarantee offers and their arrival over time are captured.Given a shrinking horizon over a fixed planning horizon,the multi-stage program is approximated by a series of two-stage programs.A parallelized progressive hedging solution methodology is proposed and insights from its application on a case study.The problem recognizes tradeoffs between meeting promised delivery times and capturing the market.展开更多
文摘Through a questionnaire survey of students’ response from 6 universities in Nanjing, this paper aims to determine their varying degrees of satisfaction about the customized information service based on Library2.0 technologies. In so doing, the authors carefully examined the data collected from the returned questionnaires about such key issues as the students’ perceptions about the customized information service via a Library2.0platform, self-initiated use experience of such a mechanism, their achieved information searching results vis-à-vis their expectations, etc. In addition, the authors also made a comparative study between information providers(i.e. librarians) and information consumers(i.e. students) at Chinese and American academic libraries.
基金supported by the National Key Research and Development Program of China (No.2019YFB1803103)in part by the BUPT Excellent Ph.D. Students Foundation (No.CX2021113)。
文摘The space-air-ground integrated network(SAGIN) is regarded as the key approach to realize global coverage in future network and it reaches broad access for various services. Being the new paradigm of service, immersive media(IM) has attracted users’ attention for its virtualization, but it poses challenges to network performance, e.g. bandwidth, rate, latency. However, the SAGIN has limitations in supporting IM services, such as 4 K/8 K video, virtual reality, and interactive games. In this paper, a novel service customized SAGIN architecture for IM applications(SAG-IM) is proposed, which achieves content interactive and real-time communication among terminal users. State-of-the-art research is investigated in detail to facilitate the combination of SAGIN and service customized technology, which provides endto-end differentiated services for users. Besides, the functional components of SAG-IM contain the infrastructure layer, perception layer, intelligence layer, and application layer, reaching the capabilities of intelligent management of the network. Moreover, to provide IM content with ultra-high-definition and high frame rate for the optimal user experience, the promising key technologies on intelligent routing and delivery are discussed. The performance evaluation shows the superiority of SAG-IM in supporting IM service.Finally, the prospects in practical application are high-lighted.
基金The National Natural Science Foundation of China(No.61074147)the Natural Science Foundation of Guangdong Province(No.S2011010005059)+2 种基金the Foundation of Enterprise-University-Research Institute Cooperation from Guangdong Province and Ministry of Education of China(No.2012B091000171,2011B090400460)the Science and Technology Program of Guangdong Province(No.2012B050600028)the Science and Technology Program of Huadu District,Guangzhou(No.HD14ZD001)
文摘Considering that the vehicle routing problem （VRP） with many extended features is widely used in actual life, such as multi-depot, heterogeneous types of vehicles, customer service priority and time windows etc., a mathematical model for multi-depot heterogeneous vehicle routing problem with soft time windows （MDHVRPSTW） is established. An improved ant colony optimization （IACO） is proposed for solving this model. First, MDHVRPSTW is transferred into different groups according to the nearest principle, and then the initial route is constructed by the scanning algorithm （SA）. Secondly, genetic operators are introduced, and crossover probability and mutation probability are adaptively adjusted in order to improve the global search ability of the algorithm. Moreover, the smooth mechanism is used to improve the performance of the ant colony optimization （ACO）. Finally, the 3-opt strategy is used to improve the local search ability. The proposed IACO was tested on three new instances that were generated randomly. The experimental results show that IACO is superior to the other three existing algorithms in terms of convergence speed and solution quality. Thus, the proposed method is effective and feasible, and the proposed model is meaningful.
基金supported by the National Key R&D Program of China(2018YFB1601100).
文摘The Corona Virus Disease 2019(COVID-19)has influenced the daily life of urban residents worldwide.In the post COVID-19 period,the proportion of public transport commuting trips decreased,whereas that of car commuting trips increased.As a sustainable travel mode,customized bus services have been promoted to ensure the public health security during commuting in this period in many cities in China and other countries.This study focused on the promotion of sustainable travel behavior in the post COVID-19 period from the perspective of customized bus services.A total of 664 respondents from Shanghai,China participated in this study to provide revealed preference(RP)and stated preference(SP)data related to the customized bus services in the post COVID-19 period.The mode choice model was established based on the hypothetical scenarios to estimate the commuters’intention to shift to the customized bus services,determine the mode preference of different groups,and suggest potential policies.The results showed that the preference for customized buses decreased with the increasing fare for one journey,the travel time,and the availability of a one-way ticket,and middle-class commuters had a higher preference for commuting by customized bus.The measures for the short and long term in the post COVID-19 period were proposed.The results of this study can help governments adopt policies to promote customized bus services not only in the post COVID-19 period but also during regular daily life.
基金supported by National Natural Science Foundation of China(No.2018YFB0905000).
文摘As the demand for customer service continues to increase,more companies are attempting to apply artificial intelligence technology in the field of customer service,enabling intelligent customer service,reducing customer service pressure,and reducing operating costs.Currently,the existing intelligent customer service has a limited degree of intelligence and can only answer simple user questions,and complex user expressions are difficult to understand.To solve the problem of low accuracy of multi-round dialogue semantic understanding,this paper proposes a semantic understanding model based on the fusion of a convolutional neural network(CNN)and attention.The model builds an“intention-slot”joint model based on the“encoding–decoding”framework and uses hidden semantic information that combines intent recognition and slot filling,avoiding the problem of information loss in traditional isolated tasks,and achieving end-to-end semantic understanding.Additionally,an improved attention mechanism based on CNNs is introduced in the decoding process to reduce the interference of redundant information in the original text,thereby increasing the accuracy of semantic understanding.Finally,by applying the model to electric power intelligent customer service,we verified through an experimental comparison that the proposed fusion model improves the performance of intent recognition and slot filling and can improve the user experience of electric power intelligent customer services.
文摘In this project, </span><span style="font-family:Verdana;">assessment</span><span style="font-family:Verdana;"> of </span><span style="font-family:Verdana;">food service</span><span style="font-family:Verdana;"> quality of two restaurants in Lagos was carried out. The study assessed </span><span style="font-family:Verdana;">quality</span><span style="font-family:Verdana;"> of food served in </span><span style="font-family:Verdana;">Chicken</span><span style="font-family:Verdana;"> Republic compared with Mega Chicken. Three hundred (300) copies of questionnaires were administered to the customers in Chicken Republic Restaurant while two hundred (200) copies </span><span style="font-family:Verdana;">questionnaires</span><span style="font-family:Verdana;"> were administered to the customer in Mega Chicken Restaurant. </span><span style="font-family:Verdana;">In order to</span><span style="font-family:Verdana;"> analyze the data, </span><span style="font-family:Verdana;">simple</span><span style="font-family:Verdana;"> percentage method was adopted in which the respondents responded to variables like, quality of services, quality of food, healthy food, price and value </span><span style="font-family:Verdana;">and</span><span style="font-family:Verdana;"> condition of </span><span style="font-family:Verdana;">environment</span><span style="font-family:Verdana;"> as factors that determine their patronage. The result of the study showed that the customers prefer Mega Chicken. It also showed that there is a relationship between the customers’ satisfaction and customer patronage in a choice of restaurant. The result of the project could be of use to the intending </span><span style="font-family:Verdana;">restaurants</span></span><span style="font-family:Verdana;">’</span><span style="font-family:""><span style="font-family:Verdana;"> operators to understand the trend and determinants of customers’ patronage. </span><span style="font-family:Verdana;">Recommendation</span><span style="font-family:Verdana;"> is made that restaurant</span></span><span style="font-family:Verdana;">’</span><span style="font-family:Verdana;">s operation should intensify effort for training and retraining of the staff on customer delight.
文摘The Chinese intelligence input technology, its applications, and a customer service call center system are developed. This technology can be used both in standard English telephone number input keyboard and in Chinese telephone number input keyboard .And authors develop sophisticated technologies including "Pinyin" (the Chinese phonetic alphabet ) encoding technology of phonetic symbol code and formal symbol code of Chinese character structure, phrase encoding technology, input technology of whole sentence intelligence encoding and input technology of Chinese telephone number encoding.
文摘In the new economy and economy integration, the companies must focus on core competence in order to succeed in the fierce competition. As for China real estate Corporation, they must pay more attention to cultivating their core competence, which includes human resource, capital, house product, custom service and brand. As input, the high quality human resource and capital lead to high quality output--house product and custom service, all of which together create excellent brand. This cycle makes up the core competence of China real estate.
文摘ZTE Corporation is China’s largest listedtelecommunications equipment provider spe-cialized in offering a full range of tailor-madesolutions for customers in high-,middle-andlow-end markets.
基金Supported by the National Natural Science Foundation of China(61272454)
文摘Conventional resource provision algorithms focus on how to maximize resource utilization and meet a fixed constraint of response time which be written in service level agreement（SLA）.Unfortunately,the expected response time is highly variable and it is usually longer than the value of SLA.So,it leads to a poor resource utilization and unnecessary servers migration.We develop a framework for customer-driven dynamic resource allocation in cloud computing.Termed CDSMS（customer-driven service manage system）,and the framework’s contributions are twofold.First,it can reduce the total migration times by adjusting the value of parameters of response time dynamically according to customers’profiles.Second,it can choose a best resource provision algorithm automatically in different scenarios to improve resource utilization.Finally,we perform a serious experiment in a real cloud computing platform.Experimental results show that CDSMS provides a satisfactory solution for the prediction of expected response time and the interval period between two tasks and reduce the total resource usage cost.
文摘AI customer service is being in-troduced to solve problems but,,unfortunately,is increasingly becoming a problem itself.Instead of enhancing efficiency,AI often merely creates an obstacle course of irrelevant responses separating consumers from the queue for a human agent.
基金supported in part by the National Natural Science Foundation of China(NSFC),under Grants Nos.72301034 and 72272016Fundamental Research Funds for the Central Universities under Grant No.2025ZZ048.
文摘The application of artificial intelligence(AI)in customer service becomes ubiquitous.In response to the advocacy in the“2021 Coordinated Plan on Artificial Intelligence”,it is crucial to understand how to leverage AI customer service chatbots for societal welfare.Across two scenario studies and one lab experiment,this research investigates the impact of AI chatbots’communication styles on consumers’subsequent prosocial intentions irrelevant to the AI-human interaction contents.The combined evidence suggests that consumers exhibit higher prosocial intentions after interacting with social-oriented(vs.task-oriented)AI chatbots.The findings reveal the chain-mediating roles of social presence and empathy.Moreover,the current research investigates the boundary effect of consumers’goal focus(process focus vs.outcome focus),and shows that AI chatbots’communication styles have stronger impact on prosocial intentions for customers with outcome focus.These results revealed the important externality of the AI application in marketplace and provide a novel perspective for companies to implement the corporate social responsibility(CSR)strategy.
文摘Airlines and airports continuously improve operational efficiency and enhance service quality,especially through self-service technology(SST).Although there are several reviews on SST,the aviation industry has been com-paratively overlooked.This study offers a systematic review of the existing literature on aviation SST(e.g.,self-check-in kiosks and web/e-ticketing)from the customer service perspective.Starting from a rich dataset of 678 peer-reviewed journal articles listed in Scopus,after some screening processes,98 articles remained and were included in the full-text review and analysis.Accordingly,we found that the aviation SST literature focused on some geographical locations,e.g.,North America and Asia,but not others(e.g.,Africa or Oceania).Its three main research themes are customer adoption,customer satisfaction,and customer experience,in which the Technol-ogy Acceptance Model(TAM)is the dominant framework.In addition,the use of SST from the environmental perspective was rarely studied while newer SSTs such as customer service chatbots and biometric check-in will need more attention.
文摘Tax Administrations make big efforts to provide citizens the information and assistance they need and have increased remote services through digital channels.However,customer service has deteriorated in many cases especially after the pandemic,due to lack of resources and sometimes impacted by the consequences of the extension of remote work.The Spanish Tax Administration has developed a new service strategy,which aims to deliver homogeneously any service as needed so that citizens can choose whatever service that is more convenient to them,remote or face-to-face.From the perspective of its staff,any staff will be enabled to provide any service through any channel.
文摘This paper explores the service customization in the view of network softwarearchitectures. The authors first abstract a network system into a framework that consists ofseveral layered basic systems and then propose a component-based network software architecture forone basic system of network software, which is suitable for service customization . The networksoftware architecture is formalized with the theory of Communicating Sequential Process and show itspossible applications in areas of personal service environment and service customization.
文摘With the development of Internet and next generation networks in telecommunications, more and more new services are required to be introduced into networks. Introducing new services into traditional network is always associated with standardizing new protocols. The progress of protocol standardization usually takes several years, which cannot meet the increasing demands of the applications in Internet and next generation networks. Service customization in network systems may be one possible solution to cope with this problem. Based on the principle that network service is provided by interactions among protocol entities, this paper proposes a conceptual model of service customization (SECUM) by separating the service logic from protocol interactive logic within existing network architecture. The theory of Communicating Sequential Processes (CSP) is used to formalize the SECUM in order to locate exactly the service logic and to define precisely the SECUM. For validating the SECUM's usability in practical network systems, this paper also proposes an implementation model for SECUM: a component-based protocol implementation model (CPIM). CPIM discomposes protocol entity into application component, service component, message component and communication component. Service component associates application component with message component. Users or network managers can customize network services by configuring service component. The paper shows respectively the applications of SECUM and CPIM by proposing a customizable IP service model based on SECUM and describing an implementation of Session Initiation Protocol (SIP) based on CPIM. Compared with the existing service-customization techniques, SECUM is a service customization model internal to network system and may provide more powerful capabilities of service customization.
基金supported by the U.S.National Science Foundation(Grant No.1823474).
文摘This study introduces the same-day delivery time-guarantee(SDDTG)problem for supporting online retail.In the SDDTG,orders are placed online and are processed and delivered from a depot to customer locations in the same day.The problem seeks optimal delivery time guarantees to offer customers as they consider making purchases to increase purchase decision likelihood while accounting for delivery-related,supply-side costs that can affect profits.Time guarantees are decision variables rather than parameters(as is typical)and are designed around anticipated customer satisfaction levels and purchase likelihoods.Delivery deadlines are not merely given to customers once they make their purchases,but rather the attractiveness of the offered delivery guarantees affects whether they make their purchases,i.e.,whether demand is realized.The problem is conceptualized as a multistage,stochastic,mixed-integer program in which uncertainties associated with customer reaction to delivery time guarantee offers and their arrival over time are captured.Given a shrinking horizon over a fixed planning horizon,the multi-stage program is approximated by a series of two-stage programs.A parallelized progressive hedging solution methodology is proposed and insights from its application on a case study.The problem recognizes tradeoffs between meeting promised delivery times and capturing the market.
