This paper analyzes the performance of call centers with impatient customers, two levels of support, and an overflow mechanism. Waiting calls from the front-office queue – if not reneging – are sent to the back office if at least one back-office agent is available and if a certain threshold...

Culture has grown remote from the general public and needs to be recaptured. Social and economic recognition of the role culture plays is essential and can only come about if culture is for all, not just for the few. New audiences, new demands and new business models: the sector needs to open...

Purpose – Human care and service demands will need innovative robotic solutions to make the day‐to‐day life of elderly and disabled people in home and workplace environments easier. The main objective of this work is to develop a new concept of climbing robot for this type of service...

Purpose – This paper aims to develop a service‐oriented distributed multi‐robot system based on manufacturing message specification (MMS) and new‐generation distributed object technology – web services for realizing remotely monitoring and controlling multiple heterogeneous robots in...

With almost a decade of experience, HelpMate is a material transport service robot that works in hospitals, side‐by‐side with human co‐workers, delivering equipment and supplies to and from nursing units. Much has been written about the technology that allows HelpMate to navigate...

Purpose – Today, almost all manufacturers provide after sales support services. But these services are usually the same across all of a company's product segments, and warranty terms and product support services are typically the same across the industry. Executives believe that if they invest...

Purpose – The purpose of the paper is to develop an integrated quality management model, which identifies problems, suggests solutions, develops a framework for implementation and helps evaluate performance of health care services dynamically. Design/methodology/approach – This paper uses...

Asserts that managing service quality demands an integrated approach. Contends that top management commitment, robust operating systems, human resources management, and understanding and measuring customer needs, are essential to creating a competitive advantage. Identifies the key elements to...