Abstract: Tourism plays an essential role in supporting the National Economy. Egypt was ranked as one of the most attractive touristic destinations worldwide. Tourism as a service sector affects political events and unstable conditions. Within the revolution of January 25th, 2011, tourism became below standards, and the archeological heritage sites were subject to threat. Because of the political tension and social instability, Egypt's tourism sector has drastically dropped. Currently, Egypt is working on overcoming the crisis caused by political unrest. However, it is expected to take a long time to get back to where it was, especially in terms of regaining the confidence of travelers in the country's ability to guarantee and maintain security and stability. Recently, many great projects have been done, such as; New Administrative Cairo Capital, New Suez Canal logistic project, New City of Al Alamin, New Grand Egyptian Museum, as well as other great projects that reflect positively on the tourism industry and archaeological heritage development in Egypt.
Abstract: Human activities on land use make the land-cover gradually change or transit. In this study, we examined the use of Landsat TM data to detect the land use change of Kigali between 1987 and 2009 using remote sensing techniques and analysis of data using ENVI and ArcGIS, a GIS software. Six different categories of land use were distinguished: bare soil, built up land, wetland, water, vegetation, and others. With remote sensing techniques, we analyzed land use data in 1987, 1999 and 2009, changed areas were found and a dynamic situation of land use in Kigali city was found during the 22 years studied. According to relevant Landsat data, the research focused on land use change in accordance with the role of remote sensing in the process of urbanization. The result of the work has shown the rapid increase of built up land between 1987 and 1999 and a big decrease of vegetation caused by the rebuild of the city after the 1994 genocide, while in the period of 1999 to 2009 there was a reduction in built up land and vegetation, after the authority of Kigali city established, a Master Plan where all constructions which were not in the range of the master Plan were destroyed. Rwanda's capital, Kigali City, through the expansion of the urban area, it is increasing the internal employment rate and attracts business investors and the service sector to improve their economy, which will increase the population growth and provide a better life. The overall planning of the city of Kigali considers the environment, land use, infrastructure, cultural and socio-economic factors, the economic development and population forecast, urban development, and constraints specification. To achieve the above purpose, the Government has set for the overall planning of city Kigali, different stages of the detailed description of the design, strategy and action plan that would guide Kigali planners and members of the public in the future to have more detailed regional plans and practical measures. Thus, land use change is significantly the performance of Kigali active human area, which plays an important role for the country to take certain decisions. Another area to take into account is the natural situation of Kigali city. Agriculture in the region does not occupy a dominant position, and with the population growth and socio-economic development, the construction area will gradually rise and speed up the process of urbanization. Thus, as a developing country, Rwanda's population continues to grow and there is low rate of utilization of land, where urbanization remains low. As mentioned earlier, the 1994 genocide massacres, population growth and urbanization processes, have been the factors driving the dramatic changes in land use. The focus on further research would be on analysis of Rwanda’s natural resources, social and economic factors that could be, the driving force of land use change.
Abstract: In the anticipation of demand fluctuations, services cannot be inventoried and hence it creates a difficult problem in marketing of services. The inability to meet customers (patients) requirements in healthcare context has more serious consequences than other service sectors. In order to meet patient requirements in the current uncertain environment, healthcare organizations are seeking ways for improved service delivery. Flexibility provides a mechanism for reducing variability in service encounters and improved performance. Flexibility is defined as the ability of the organization to cope with changing circumstances or instability caused by the environment. Patient satisfaction is an important performance outcome of healthcare organizations. However, the paucity of information exists in healthcare delivery context to examine the impact of flexibility on patient satisfaction and behavioral intention. The present study is an attempt to develop a conceptual foundation for investigating overall impact of flexibility on patient satisfaction and behavioral intention. Several dimensions of flexibility in healthcare context are examined and proposed to have a significant impact on patient satisfaction and intention. Furthermore, the study involves a critical examination of determinants of patient satisfaction and development of a comprehensive view the relationship between flexibility, patient satisfaction and behavioral intention. Finally, theoretical contributions and implications for healthcare professionals are suggested from flexibility perspective.
Abstract: Economics explanation for privatisation, drawing on neo-liberal market structures and technical efficiency principles has failed to address social imbalance and, distribute the efficiency benefits accrued from privatisation equitably among service users and different classes of people in society. Stakeholders’ interest, which cover ethical values and changing human needs are ignored due to shareholders’ profit maximising strategy with higher service charges. The consequence of these is that, the existing justifications for privatisation have fallen short of customer quality expectations because the underlying plan-based models fail to account for the nuances of customer expectations. We draw on the theory of deferred action to develop a context-based privatisation model, the deferred-based privatisation model, to explain how privatisation could be strategised for the emergent reality of the wider stakeholders’ interests and everyday quality demands of customers which are unpredictable.
Abstract: Due to the importance that people represent for companies, the setting of a clear control of the risks that threaten the health and the material and financial resources of workers is essential. It is irrelevant if the company is a small and medium-sized enterprise (SME) or a large multinational, or if it is in the construction or service sector. The risk prevention importance is related to a constitutional and human right that all people have; working in a risk-free environment to prevent accidents or illnesses that may influence their quality of life and the tranquility of their family. Therefore, the objective of this study was to determine the level of psychosocial risks (physical and emotional) of the employees of an SME. The participants of this study were 186 employees of a productive sector SME; 151 men and 35 women, all with an average age of 31.77 years. Their seniority inside the SME was between one month and 19.91 years. Ninety-six workers were from the production area, 28 from the management area, as well as 25 from the sales area and 40 from the supplies area. Ninety-three workers were found in Uman, 78 in Playa del Carmen, 11 in Cancun and seven in Cd. del Carmen. We found a statistically significant relationship between the burnout variable and the engagement and psychosomatic complaints as well as between the variables of sex, burnout and psychosomatic complaints. We can conclude that, for benefit of the SME, that there are low levels of burnout and psychosomatic complaints, the women experience major levels of burnout and the men show major levels of psychosomatic complaints. The findings, contributions, limitations and future proposals will be analyzed.
Abstract: Applied industrial engineering is concerned with
imparting employable skills to improve the productivity for current
situation of products and services. The purpose of this case study is to
present the results of an initial research study conducted to identify
the desired professional characteristics of an industrial engineer with
an undergraduate degree and the emerging topic areas that should be
incorporated into the curriculum to prepare industrial engineering
(IE) graduates for the future workforce. Conclusions and
recommendations for applied industrial engineering syllabus have
been gathered and reported below. A two-pronged approach was
taken which included a method of benchmarking by comparing the
applied industrial engineering curricula of various universities and an
industry survey to identify job market requirements. This
methodology produced an analysis of the changing nature of
industrial engineering from learning to practical education. A
curriculum study for engineering is a relatively unexplored area of
research in the Middle East, much less for applied industrial
engineering. This work is an effort to bridge the gap between
theoretical study in the classroom and the real world work
applications in the industrial and service sectors.
Abstract: Challenges resulting from an international and dynamic business environment are increasingly being passed on from manufacturing companies to external service providers. Especially providers of complex, customer-specific industry services have to cope with continuously changing requirements. This is particularly true for contract logistics service providers. They are forced to develop efficient and highly flexible structures and strategies to meet their customer’s needs. One core element they have to focus on is the reorganization of their service development and sales process. Based on an action research approach, this study develops and tests a concept to streamline tender management for contract logistics service providers. The concept of modularized service architecture is deployed in order to derive a practice-oriented approach for the modularization of complex service portfolios and the design of customized quotes. These findings are evaluated regarding their applicability in other service sectors and practical recommendations are given.
Abstract: A variety of new technology-based services have
emerged with the development of Information and Communication
Technologies (ICTs). Since technology-based services have technology-driven characteristics, the identification of relationships
between technology-based services and ICTs would give meaningful implications. Thus, this paper proposes an approach for identifying the
relationships between technology-based services and ICTs by
analyzing patent documents. First, business model (BM) patents are
classified into relevant service categories. Second, patent citation
analysis is conducted to investigate the technological linkage and impacts between technology-based services and ICTs at macro level.
Third, as a micro level analysis, patent co-classification analysis is
employed to identify the technological linkage and coverage. The
proposed approach could guide and help managers and designers of
technology-based services to discover the opportunity of the development of new technology-based services in emerging service sectors.
Abstract: In view of growing competition in the service sector,
services are as much in need of modeling, analysis and improvement
as business or working processes. Graphical process models are
important means to capture process-related know-how for an
effective management of the service process. In this contribution, a
human performance analysis of process model development paying
special attention to model development time and the working method
was conducted. It was found that modelers with higher application
experience need significantly less time for mental activities than
modelers with lower application experience, spend more time on
labeling graphical elements, and achieved higher process model
quality in terms of activity label quality.
Abstract: This study examines the use of the persuasive strategy
of deixis and personalization in advertising slogans. This rhetorical/
stylistic and linguistic strategy has been found to be widely used in
advertising slogans for over a century. A total of five hundred
advertising slogans of multinational companies in both product and
service sectors were obtained. The analysis reveals the 3 main
components of this strategy as being deictic words, absolute
uniqueness and personal pronouns. The percentage and mean of the
use of the 3 components are tabulated. The findings show that
advertisers have used this persuasive strategy in creative ways to
persuade consumers to buy their products and services.
Abstract: International competitiveness receives much attention
nowadays, but up to now its assessment has been heavily based on
manufacturing industry statistics. This paper addresses the need for
competitiveness indicators that cover the service sector and sets out a
multilevel framework for measuring international services trade
competitiveness. The approach undertaken here aims at
comparatively examining the international competitiveness of the
EU-25 (the twenty-five European Union member states before the 1st
of January 2007), Romanian and Bulgarian services trade, as well as
the last two countries- structure of specialization on the EU-25
services market. The primary changes in the international
competitiveness of three major services sectors – transportation,
travel and other services - are analyzed. This research attempts to
determine the ability of the two recent European Union (EU) member
states to contend with the challenges that might arise from the hard
competition within the enlarged EU, in the field of services trade.
Abstract: Quality control is the crucial step for ISO 9001
Quality System Management Standard for companies. While
measuring the quality level of both raw material and semi
product/product, the calibration of the measuring device is an
essential requirement. Calibration suppliers are in the service sector
and therefore the calibration supplier selection is becoming a worthy
topic for improving service quality.
This study presents the results of a questionnaire about the
selection criteria of a calibration supplier. The questionnaire was
applied to 103 companies and the results are discussed in this paper.
The analysis was made with MINITAB 14.0 statistical programs.
“Competence of documentations" and “technical capability" are
defined as the prerequisites because of the ISO/IEC17025:2005
standard. Also “warranties and complaint policy", “communication",
“service features", “quality" and “performance history" are defined as
very important criteria for calibration supplier selection.
Abstract: The purpose of this study is to identify the critical success factors (CSFs) for the effective implementation of Six Sigma in non-formal service Sectors.
Based on the survey of literature, the critical success factors (CSFs) for Six Sigma have been identified and are assessed for their importance in Non-formal service sector using Delphi Technique. These selected CSFs were put forth to the panel of expert to cluster them and prepare cognitive map to establish their relationship.
All the critical success factors examined and obtained from the review of literature have been assessed for their importance with respect to their contribution to Six Sigma effectiveness in non formal service sector.
The study is limited to the non-formal service sectors involved in the organization of religious festival only. However, the similar exercise can be conducted for broader sample of other non-formal service sectors like temple/ashram management, religious tours management etc.
The research suggests an approach to identify CSFs of Six Sigma for Non-formal service sector. All the CSFs of the formal service sector will not be applicable to Non-formal services, hence opinion of experts was sought to add or delete the CSFs. In the first round of Delphi, the panel of experts has suggested, two new CSFs-“competitive benchmarking (F19) and resident’s involvement (F28)”, which were added for assessment in the next round of Delphi. One of the CSFs-“fulltime six sigma personnel (F15)” has been omitted in proposed clusters of CSFs for non-formal organization, as it is practically impossible to deploy full time trained Six Sigma recruits.
Abstract: The service sector continues to grow and the percentage
of GDP accounted for by service industries keeps increasing. The
growth and importance of service to an economy is not just a
phenomenon of advanced economies, service is now a majority of the
world gross domestic products. However, the performance evaluation
process of new service development problems generally involves
uncertain and imprecise data. This paper presents a 2-tuple fuzzy
linguistic computing approach to dealing with heterogeneous
information and information loss problems while the processes of
subjective evaluation integration. The proposed method based on group
decision-making scenario to assist business managers in measuring
performance of new service development manipulates the
heterogeneity integration processes and avoids the information loss
effectively.
Abstract: Facility Layout Problem (FLP) is one of the essential
problems of several types of manufacturing and service sector. It is
an optimization problem on which the main objective is to obtain the
efficient locations, arrangement and order of the facilities. In the
literature, there are numerous facility layout problem research
presented and have used meta-heuristic approaches to achieve
optimal facility layout design. This paper presented genetic algorithm
to solve facility layout problem; to minimize total cost function. The
performance of the proposed approach was verified and compared
using problems in the literature.
Abstract: Knowledge management is a critical component of
competitive success in service organizations. Knowledge
management centers on creating new knowledge and utilizing
existing knowledge. While utilizing existing knowledge relates to
input and control and can lead to a reduction in costs; creating new
knowledge relates to output and growth and can lead to an increase in
revenue. Therefore managers must ensure that they can successfully
optimize the knowledge and talent in their organizations. To do this
they and must try to develop an environment that promotes the
generation, acquisition, transfer and use of valuable knowledge in
creative ways. However knowledge management is complex and
diverse. Research suggests that organizations in general and SMEs in
particular are finding it difficult to implement successful knowledge
management initiatives. Our research attempts to understand whether
organizations are adopting best practice initiatives in their
organizations. This paper presents findings from an exploratory study
of 139 SMEs operating in the tourism sector across Europe. The
goals of the survey is to assess the level of awareness of knowledge
and talent management strategies and methodologies and to
determine whether the responding companies implement best practice
knowledge management initiatives in their organizations Analysis of
the findings from the study are presented and discussed.