Books by Alexandra Medina-Borja
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Papers by Alexandra Medina-Borja
AMS review, Sep 25, 2013
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Service science, Mar 1, 2015
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Service science: research and innovations in the service economy, Oct 17, 2018
Current technology-driven innovations in service systems tend to replace human workers with machi... more Current technology-driven innovations in service systems tend to replace human workers with machines, rather than engineering a partnership between the two. Engineering this cooperation is not an easy task, and requires cyber-physical systems that seamlessly adapt and respond to unexpected human interactions. This chapter provides an overview of how mathematical modeling of service systems with human-machine cooperation is evolving. In addition to the modeling challenges, a historical view of modeling humans in service systems is presented, including current promising work and tools, such as deep learning, and Markov process approaches to model human behavior and interaction. The chapter also explores using other mathematical paradigms and creating a new mathematical language to model humans.
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We are presenting a methodological approach to transform customer online reviews into quantitativ... more We are presenting a methodological approach to transform customer online reviews into quantitative metrics with the purpose of incorporating them into a service performance benchmarking methodology. We build on existing work in different fields, namely sentiment analysis and semantic orientation to extract the online opinions, and fuzzy logic to quantify the results into representative metrics of service quality. Fuzzy numbers were used to represent the linguistic scale behind customer online comments that reflect their evaluation of the service. We then use Data Envelopment Analysis (DEA) to quantify the performance of comparable service units. We test our methodology using published tourist destination data for the Caribbean Islands in addition to online reviews left by visitors to each island in a well-known customer review website.
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2007 Annual Conference & Exposition Proceedings, Sep 3, 2020
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System dynamics society international conference, August. Boston, MA, 2007
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Interfaces, Aug 1, 2008
The American Red Cross (ARC) is one of the world's largest nonprofit social service organizat... more The American Red Cross (ARC) is one of the world's largest nonprofit social service organizations. ARC has a network of approximately 1,000 chapters in the United States and its territories; each is responsible for a specific geographic jurisdiction in which ARC provides an array of social services. ARC is under pressure to demonstrate to the public how it is responsible and accountable for the resources it uses to deliver these services and the outcomes it achieves. Its decision makers are challenged to make accurate decisions to improve resource utilization and service-delivery processes. We designed and developed a system that uses data envelopment analysis to make resource-allocation recommendations that help ARC managers evaluate the performance of chapters at various levels. We used Microsoft Excel for the model formulation and reporting. This paper describes its use, in conjunction with Premium Solver, Visual Basic for Applications, and Microsoft Access, to formulate 4,000 linear-programming models. The system performs the analysis and uses Excel to display the results visually. We also discuss the benefits to ARC, lessons learned, and potential future improvements.
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2007 Annual Conference & Exposition Proceedings, Sep 3, 2020
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Expert Systems with Applications, 2018
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Service Science, 2015
We are approaching the tipping point in the development of technologies that promise to enable an... more We are approaching the tipping point in the development of technologies that promise to enable an era of smart everything (cities, cars, buildings, etc.). Concurrently, service systems continue to dominate industrialized economies. Naturally, the concepts of smartness and service are starting to fuse, particularly when there is growing interest in overcoming the issues surrounding the effective implementation of smart engineered systems by applying a “service” framework. In terms of adding value to human life, actions executed by smart objects, mediated by technology, can be interpreted as a service to people. Inevitably, a new theoretical framework is needed to describe the interactions of ubiquitous technologies (new smart objects or processes) with the human world. Fundamental scientific principles need to be well understood at the intersection of the sensing and actuating, cognitive/behavioral, communications, and computational fields. This call for a new research avenue is inte...
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Comptabilité - Contrôle - Audit, 2002
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Journal of Engineering Education, 1999
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International Journal of Behavioural and Healthcare Research, 2012
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Based on Allport's (1954) and Sumner's (1906) paradigm of “in-group love and outgroup h... more Based on Allport's (1954) and Sumner's (1906) paradigm of “in-group love and outgroup hate”, this research posits that an interpersonal conflict is more likely to be pursued when allocentric customers are faced with a transgressing firm from an outgroup, leading to a confrontational response such as revenge. However, if the offender is from an in-group, the allocentrism trait tends to weigh against the pursuit of any conflict and therefore may increase the tendency of forgiveness or at least avoidance. In contrast this research ...
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Books by Alexandra Medina-Borja
Papers by Alexandra Medina-Borja