The Experts below are selected from a list of 51378 Experts worldwide ranked by ideXlab platform
Arthur V. Hill - One of the best experts on this subject based on the ideXlab platform.
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Learning from a Service Guarantee Quasi Experiment
Journal of Marketing Research, 2009Co-Authors: Xinlei Chen, Julie M. Hays, Arthur V. Hill, George John, Susan E . GeursAbstract:Abstract The authors analyze data from a Service Guarantee program implemented by a midpriced hotel chain. Using a multisite regression discontinuity quasi-experimental design developed over 16 months, they control for unobserved heterogeneity among guests and treatments across hotels and develop Bayesian posterior estimates of the varying program effect for each hotel. The results contribute to theory and practice. First, they provide new insights into how Service Guarantee programs operate in the field. Specifically, the Guarantee was more effective at hotels with a better prior Service history and an easier-to-serve guest population, which is consistent with signaling arguments but does not comport with the incentive argument that Guarantees actually improve Service quality. Second, the results offer managers better decision rules. Specifically, the authors devise program continuation rules that are sensitive to both observed and unobserved differences across sites. In addition, they devise policies to...
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A LONGITUDINAL STUDY OF THE EFFECT OF A Service Guarantee ON Service QUALITY
Production and Operations Management, 2009Co-Authors: Julie M. Hays, Arthur V. HillAbstract:This paper develops a theoretical framework that relates a Service Guarantee to Service quality. The framework hypothesizes that a Service Guarantee can positively affect Service quality through its positive effect on both learning through Service failure and employee motivation and vision. A longitudinal, empirical study was conducted to test these hypotheses. Surprisingly, the Service Guarantee was not found to have a direct effect on learning through Service failure. However, the Service Guarantee clearly had a positive effect on Service quality primarily through its positive effect on employee motivation and vision. The research strongly supports using a Service Guarantee to improve Service quality.
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Service Guarantee Strength: The key to Service quality
Journal of Operations Management, 2005Co-Authors: Julie M. Hays, Arthur V. HillAbstract:Abstract While most authors describe a Service Guarantee as a “zero-one variable” indicating the presence or absence of an explicit written Service Guarantee, this paper develops a construct called “Service Guarantee Strength” (SGS) that is a continuous variable. This construct measures the degree to which a firm sets clear Service quality standards for itself on dimensions that customers care about, and has an formal policy for quickly giving meaningful compensation to customers when these standards are not met. The paper builds upon established micro-level behavioral theory to develop the “Service Guarantee Strength Framework”. This framework posits that high Service Guarantee Strength leads to improved Service quality, customer satisfaction, and loyalty through three intervening variables—marketing communications impact, employee motivation and vision, and learning through Service failure. An empirical investigation was conducted to test the SGS Framework using both employee and customer data from three pairs of firms, with each pair in a different industry. None of these firms had an explicit Service Guarantee. Unlike many behavioral research studies, this study measured both employee and customer perceptual data and compared the two. The research finds that Service Guarantee Strength is positively related to customer perceptions of Service quality, customer satisfaction, and loyalty.
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Modeling the Effects of a Service Guarantee on Perceived Service Quality Using Alternating Conditional Expectations (ACE)
Decision Sciences, 2002Co-Authors: Chee-chuong Sum, Julie M. Hays, Yang Sang Lee, Arthur V. HillAbstract:This paper addresses the dearth of empirical research on the relationship between Service Guarantee and perceived Service quality (PSQ). In particular, we examine the moderating effects of a Service Guarantee on PSQ. While a recent study provided empirical evidence that Service quality is affected by Service Guarantee and employee variables such as employee motivation/vision and learning through Service failure, the nature and form of the relationships between these variables remain unclear. Knowledge of these relationships can assist Service managers to allocate resources more judiciously, avoid pitfalls, and establish more realistic expectations. Data was obtained from employees and customers of a multinational hotel chain that has implemented a Service Guarantee program in 89 of its hotels in America and Canada. As the employee variables could affect performance in a non-linear fashion, we relaxed the assumption of model linearity by using the Alternating Conditional Expectations (ACE) algorithm to arrive at a better-fitting, non-linear regression model for PSQ. Our findings indicate the existence of significant non-linear relationships between PSQ and its determinant variables. The ACE model also revealed that Service Guarantee interacts with the employee variables to affect PSQ in a non-linear fashion. The non-linear relationships present new insights into the management of Service Guarantees and PSQ. Explanations and managerial implications of our results are presented and discussed.
Julie M. Hays - One of the best experts on this subject based on the ideXlab platform.
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Learning from a Service Guarantee Quasi Experiment
Journal of Marketing Research, 2009Co-Authors: Xinlei Chen, Julie M. Hays, Arthur V. Hill, George John, Susan E . GeursAbstract:Abstract The authors analyze data from a Service Guarantee program implemented by a midpriced hotel chain. Using a multisite regression discontinuity quasi-experimental design developed over 16 months, they control for unobserved heterogeneity among guests and treatments across hotels and develop Bayesian posterior estimates of the varying program effect for each hotel. The results contribute to theory and practice. First, they provide new insights into how Service Guarantee programs operate in the field. Specifically, the Guarantee was more effective at hotels with a better prior Service history and an easier-to-serve guest population, which is consistent with signaling arguments but does not comport with the incentive argument that Guarantees actually improve Service quality. Second, the results offer managers better decision rules. Specifically, the authors devise program continuation rules that are sensitive to both observed and unobserved differences across sites. In addition, they devise policies to...
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A LONGITUDINAL STUDY OF THE EFFECT OF A Service Guarantee ON Service QUALITY
Production and Operations Management, 2009Co-Authors: Julie M. Hays, Arthur V. HillAbstract:This paper develops a theoretical framework that relates a Service Guarantee to Service quality. The framework hypothesizes that a Service Guarantee can positively affect Service quality through its positive effect on both learning through Service failure and employee motivation and vision. A longitudinal, empirical study was conducted to test these hypotheses. Surprisingly, the Service Guarantee was not found to have a direct effect on learning through Service failure. However, the Service Guarantee clearly had a positive effect on Service quality primarily through its positive effect on employee motivation and vision. The research strongly supports using a Service Guarantee to improve Service quality.
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Service Guarantee Strength: The key to Service quality
Journal of Operations Management, 2005Co-Authors: Julie M. Hays, Arthur V. HillAbstract:Abstract While most authors describe a Service Guarantee as a “zero-one variable” indicating the presence or absence of an explicit written Service Guarantee, this paper develops a construct called “Service Guarantee Strength” (SGS) that is a continuous variable. This construct measures the degree to which a firm sets clear Service quality standards for itself on dimensions that customers care about, and has an formal policy for quickly giving meaningful compensation to customers when these standards are not met. The paper builds upon established micro-level behavioral theory to develop the “Service Guarantee Strength Framework”. This framework posits that high Service Guarantee Strength leads to improved Service quality, customer satisfaction, and loyalty through three intervening variables—marketing communications impact, employee motivation and vision, and learning through Service failure. An empirical investigation was conducted to test the SGS Framework using both employee and customer data from three pairs of firms, with each pair in a different industry. None of these firms had an explicit Service Guarantee. Unlike many behavioral research studies, this study measured both employee and customer perceptual data and compared the two. The research finds that Service Guarantee Strength is positively related to customer perceptions of Service quality, customer satisfaction, and loyalty.
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Modeling the Effects of a Service Guarantee on Perceived Service Quality Using Alternating Conditional Expectations (ACE)
Decision Sciences, 2002Co-Authors: Chee-chuong Sum, Julie M. Hays, Yang Sang Lee, Arthur V. HillAbstract:This paper addresses the dearth of empirical research on the relationship between Service Guarantee and perceived Service quality (PSQ). In particular, we examine the moderating effects of a Service Guarantee on PSQ. While a recent study provided empirical evidence that Service quality is affected by Service Guarantee and employee variables such as employee motivation/vision and learning through Service failure, the nature and form of the relationships between these variables remain unclear. Knowledge of these relationships can assist Service managers to allocate resources more judiciously, avoid pitfalls, and establish more realistic expectations. Data was obtained from employees and customers of a multinational hotel chain that has implemented a Service Guarantee program in 89 of its hotels in America and Canada. As the employee variables could affect performance in a non-linear fashion, we relaxed the assumption of model linearity by using the Alternating Conditional Expectations (ACE) algorithm to arrive at a better-fitting, non-linear regression model for PSQ. Our findings indicate the existence of significant non-linear relationships between PSQ and its determinant variables. The ACE model also revealed that Service Guarantee interacts with the employee variables to affect PSQ in a non-linear fashion. The non-linear relationships present new insights into the management of Service Guarantees and PSQ. Explanations and managerial implications of our results are presented and discussed.
Mohsen Guizani - One of the best experts on this subject based on the ideXlab platform.
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Cyber Security Analysis and Protection of Wireless Sensor Networks for Smart Grid Monitoring
IEEE Wireless Communications, 2017Co-Authors: Daojing He, Sammy Chan, Mohsen GuizaniAbstract:In order to overcome the limitations of traditional monitoring technologies (e.g., those relying on wired networks), more and more real-time status monitoring systems based on wireless sensor networks (WSNs) are employed in smart grids to provide a strong Service Guarantee for monitoring and communication of electrical grids. With the use of wireless communication channels and possible deployment in harsh environments or unattended areas, they are subject to many types of attacks. Also, there are some limitations on deployed security mechanisms in these environments. Therefore, such systems are vulnerable to cyber security risks. This article carries out a comprehensive analysis of such a specific application environment, providing the risk classification and security assessment for such systems.
Yuming Jiang - One of the best experts on this subject based on the ideXlab platform.
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a temporal network calculus approach to Service Guarantee analysis of stochastic networks
Performance Evaluation Methodolgies and Tools, 2011Co-Authors: Jing Xie, Yuming JiangAbstract:Many computer networks such as wireless networks are stochastic in nature. In order to perform performance Guarantee analysis of such networks, a theory, called stochastic network calculus, has evolved. In the stochastic network calculus literature, most results are based on space-domain traffic and Service models where the arrival process and the Service process are respectively characterized by the cumulative amount of arrival and the cumulative amount of Service. Recently, a novel approach called time-domain approach to stochastic network calculus (SNC) has been proposed, where the traffic and Service models are defined based on the cumulative inter-arrival times and the cumulative Service times respectively.In this paper, we concretize the time-domain SNC traffic and Service models by linking some well-known stochastic processes to them. In addition, we exemplify the temporal analysis approach by investigating the delay performance of a Gilbert-Elliott channel. The results show that the delay bound can be improved under the independence condition. Furthermore, a comparison between the temporal and the spatial analysis results reveals that the two analytical approaches essentially yield close results.
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stochastic Service Guarantee analysis based on time domain models
arXiv: Networking and Internet Architecture, 2009Co-Authors: Jing Xie, Yuming JiangAbstract:Stochastic network calculus is a theory for stochastic Service Guarantee analysis of computer communication networks. In the current stochastic network calculus literature, its traffic and server models are typically based on the cumulative amount of traffic and cumulative amount of Service respectively. However, there are network scenarios where the applicability of such models is limited, and hence new ways of modeling traffic and Service are needed to address this limitation. This paper presents time-domain models and results for stochastic network calculus. Particularly, we define traffic models, which are based on probabilistic lower-bounds on cumulative packet inter-arrival time, and server models, which are based on probabilistic upper-bounds on cumulative packet Service time. In addition, examples demonstrating the use of the proposed time-domain models are provided. On the basis of the proposed models, the five basic properties of stochastic network calculus are also proved, which implies broad applicability of the proposed time-domain approach.
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stochastic Service Guarantee analysis based on time domain models
Modeling Analysis and Simulation On Computer and Telecommunication Systems, 2009Co-Authors: Jing Xie, Yuming JiangAbstract:Stochastic network calculus is a theory for stochastic Service Guarantee analysis of computer communication networks. In the current stochastic network calculus literature, its traffic and server models are typically defined based on the cumulative amount of traffic and cumulative amount of Service respectively. However, there are network scenarios where the applicability of such models is limited, and hence new ways of modeling traffic and Service are needed to address this limitation. This paper presents time-domain models and results for stochastic network calculus. Particularly, we define traffic models, which are defined based on probabilistic lower-bounds on cumulative packet inter-arrival time, and server models, which are defined based on probabilistic upper-bounds on cumulative packet Service time. In addition, examples demonstrating the use of the proposed time-domain models are provided. On the basis of the proposed models, the five basic properties of stochastic network calculus are also proved, which implies broad applicability of the proposed time-domain approach.
Li-chun Wang - One of the best experts on this subject based on the ideXlab platform.
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Deterministic Quality of Service Guarantee for Dynamic Service Chaining in Software Defined Networking
IEEE Transactions on Network and Service Management, 2017Co-Authors: Yu-jia Chen, Li-chun WangAbstract:In this paper, we present a systemic approach to provide deterministic delay Guarantee for dynamic Service chaining in software defined networking (SDN). The delay performance of Service chaining in SDN is affected by signaling message exchange in control plane and packet transmissions in data plane, respectively. First, we develop an analytical method to characterize the delay performance of control plane when handling traffic with different priorities according to network calculus (NC) and queuing theory. Second, taking into account the estimated delay in control plane, we propose a novel Service traversal mechanism to calculate the optimal traversal path for the Service chain. We demonstrate that NC delay analysis can provide deterministic quality of Service (QoS)-Guaranteed Service chaining for any specified delay requirements, whereas theoretical queueing delay analysis can only provide statistical QoS Guarantee. In summary, the proposed NC delay analysis can help to understand the network design for a future delay sensitive Internet in which deterministic latency must be Guaranteed.
