Search Results (3,641)

Delivery services have drawn much attention and become of topmost significance in urban areas by presenting online food delivery selections for a diversity of dishes from a wide range of restaurants, decreasing both travel and waiting times. Customer data analysis acts as a cornerstone in corporate strategy, allowing enterprises to gather and interpret user feedback and helping them to make informed decisions that drive future business development. However, major knowledge gaps remain due to the scarcity of literature review studies on these delivery services, hindering a complete understanding of customer satisfaction in this sector. Furthermore, there has been little systematic research on managerial response tactics to online consumer complaints and negative reviews. Researchers have contributed by applying artificial intelligence, including deep learning and machine learning models, to analyze customer sentiment and understand customer brand perceptions. This study presents a Hybrid Deep Neural Network Model for Customer Satisfaction Analysis (HDNNM-CSA), with the aim of developing an efficient model which is capable of accurately classifying customer satisfaction levels in delivery apps based on textual responses provided by customer experience managers. To achieve this, the model initially pre-processes text data using text cleaning, emoji removal, normalization, tokenization, stop word removal, and stemming to clean and standardize the unstructured text data for further analysis. Following this, term frequency–inverse document frequency-based word embedding is utilized to transform the pre-processed text into meaningful feature representations. Lastly, an ensemble architecture involving bidirectional long short-term memory, temporal convolutional, and graph convolutional networks is deployed to classify customer satisfaction levels with managers’ responses. A series of experimental analyses are performed, and the results are examined for numerous features. A comparative analysis demonstrates the enhanced performance of the HDNNM-CSA technique with respect to existing approaches. Full article

Introduction: Asthma is a chronic inflammatory disease that impairs daily functioning and quality of life. Despite effective therapies, asthma control remains suboptimal and may improve through greater engagement of community pharmacists. This study assessed the knowledge, practices, and perceived barriers of community pharmacists regarding asthma management in the Aseer region, Saudi Arabia. Methods: A cross-sectional study was conducted using a self-administered online questionnaire covering demographics, asthma-related knowledge, practice, and perceived barriers. Results: A total of 290 community pharmacists participated. Overall, 64.8% showed high asthma-related knowledge, while 51.7% reported high asthma counseling practice. Pharmacists showed strong knowledge of asthma symptoms, triggers, determinants of poor control, and counseling on medication-related adverse effects, but moderate knowledge of asthma control assessment, guideline-based management, and treatment-related side effects. Commonly reported services included patient education on asthma and medications, identification of modifiable risk factors, and discussion of treatment side effects, whereas written asthma action plans, symptom control assessment, and follow-up visits were less common. In multivariable logistic regression, high knowledge (p = 0.002), interest in asthma training (p < 0.001), and greater work experience (p = 0.01) were associated with higher counseling practice, while patient volume showed a borderline association (p = 0.051). Conversely, higher practice (p = 0.002), working in independent community pharmacies (p < 0.001), and pharmacy location (p = 0.034) were associated with higher asthma knowledge. Conclusions: Community pharmacists demonstrated moderate-to-high knowledge of asthma management, but gaps remain in guideline-based practice and follow-up. Strengthening guideline-oriented training and pharmacist integration into asthma care may improve outcomes. Full article

Digital technologies have fundamentally changed how public administration operates, moving it from traditional bureaucratic structures toward more efficient and responsive systems. This study analyzes the links between e-government usage (measured as the percentage of individuals who interact with public authorities via online platforms), governance quality, and fiscal performance across ten Central and Eastern European countries from 2010 to 2023. Using a fixed-effects panel data model, we investigate whether higher e-government usage is associated with stronger government effectiveness, improved budget balances, and more sustainable public debt levels, while controlling for key macroeconomic and structural factors. Employing a fixed-effects panel data model, we examine whether greater use of e-government services is associated with stronger government effectiveness, improved budget balances, and more sustainable public debt levels, while accounting for key macroeconomic and structural factors. The findings show a positive and statistically significant association between e-government usage and government effectiveness. The links to fiscal outcomes are more nuanced: e-government usage is associated with better budget balances, mainly through indirect channels such as higher tax compliance and tighter expenditure control. In contrast, its association with public debt levels is weaker and appears to depend more strongly on broader macroeconomic conditions. Overall, the findings suggest that greater e-government usage is associated with improvements in governance quality in the CEE region, although its contribution to long-term fiscal sustainability remains conditional on the quality of existing institutions. Full article

Culturally unsafe mental health services contribute to persistent inequities for Aboriginal and Torres Strait Islander peoples, yet existing cultural safety frameworks lack clear, prioritised, community-endorsed implementation guidance. This study aimed to establish Aboriginal consensus on cultural safety principles, implementation priorities and practical actions for culturally safe mental health services. A three-round modified Delphi study was conducted with 37 Aboriginal participants from Western Australia with expertise in mental health, social and emotional wellbeing and lived experience. In Round 1, participants completed an online survey rating the importance of cultural safety principles and identifying those requiring urgent action. In Rounds 2 and 3, facilitated yarning sessions reviewed findings, refined principles, grouped them into implementation domains, and identified priority actions. Aboriginal Participatory Action Research ensured Aboriginal leadership and governance throughout. All principles achieved strong consensus for importance. The most urgent priorities were trustworthiness, Aboriginal governance, trauma-informed care, addressing racism and strengthening the Aboriginal workforce. Participants organised the refined principles into six implementation domains, with Leadership and Governance identified as foundational to reform. Trustworthiness was reframed as an aspirational outcome requiring structural change. This study provides a community-endorsed, prioritised framework for translating cultural safety principles into mental health service practice and policy. Full article

Postpartum depression (PPD) affects a substantial proportion of women globally and is often underdiagnosed due to barriers in screening, stigma, and limited access to care. This study presents the design and pilot evaluation of an mHealth application (“HeartHabit”) intended to support user awareness, self-monitoring, and potential identification of symptoms of PPD among Greek-speaking mothers. An alpha version of the application was evaluated through an online survey with 30 women within the first postpartum year, using a walkthrough video. The evaluation focused on perceived usability and acceptability rather than clinical outcomes or real-world use. Usability and app quality were assessed via the System Usability Scale (SUS) and a qualitative version of the user Mobile Application Rating Scale (uMARS), respectively, adopting a mixed-methods approach. Demographics, and mood and stress screening data were also captured. Quantitative data were analysed via descriptive statistics and qualitative responses via Framework Analysis. The results indicated high perceived usability (mean SUS = 83.7/100). Qualitative findings highlighted the importance of practical usability, self-regulation tools, personalisation, and connectivity with healthcare professionals. Privacy, data transparency, and user control over personal data were perceived as critical for trust. The application was perceived as a potentially useful adjunct to formal care or as at-home support when access to services is limited. Larger, controlled trials, clinical implementation protocols and clinician training are needed to promote the app’s safe integration into formal care. This mixed-methods evaluation, incorporating usability assessment and patient involvement, may offer a useful paradigm for early-stage digital mental health intervention development. Full article

Hydrogen refueling stations (HRSs) are a critical enabling infrastructure for fuel cell electric vehicles (FCEVs), yet their deployment in dense metropolitan areas often faces a dual challenge: limited travel-time accessibility for users and low public acceptance driven by perceived safety risks. This study develops an integrated, city-scale framework to quantify HRS accessibility and resident acceptance and to identify expansion priorities for Seoul, South Korea. We combine (i) an online perception survey of 1000 adult residents (October 2024) capturing environmental awareness, perceived safety, siting preferences, and willingness-to-travel distance; (ii) spatial demand data on FCEV registrations by administrative dong (n = 2443 vehicles, 2022); and (iii) network-based travel-time analysis using the Seoul road network and the current HRS supply (n = 10, 2024). Accessibility is evaluated under three travel-time thresholds (10, 15, and 20 min), with service-area delineation and demand-weighted underserved-area diagnosis. Candidate expansion sites are generated and screened using operational and regulatory constraints (e.g., site area and proximity to protected facilities), followed by a p-median location-allocation optimization to select five additional sites that minimize demand-weighted travel impedance. Results indicate that, under the 20 min threshold (7.7 km at an average operating speed of 23.1 km/h), 50 of 425 dongs (11.8%) and 244 of 2443 FCEVs (10.0%) are outside the baseline service coverage. After adding five sites (total n = 15), underserved dongs decrease to 5 (1.2%) and underserved FCEVs to 26 (1.1%) for the 20 min threshold, with consistent improvements across shorter thresholds. Survey responses further reveal that only 12.5% of respondents perceive HRSs as safe, while 46.5% report a maximum willingness-to-travel distance of up to 5 km, underscoring the need for both accessibility enhancement and risk-aware communication. The proposed workflow offers a transparent, reproducible approach to support equitable and risk-informed HRS planning by jointly considering network accessibility, demand distribution, and social acceptance, thereby contributing to sustainable urban mobility, low-carbon transport transition, and socially acceptable hydrogen infrastructure deployment. Beyond local accessibility improvement, the study is framed in the broader context of sustainability, as equitable and socially acceptable hydrogen refueling infrastructure can support low-carbon urban transport transitions and more resilient metropolitan energy-mobility systems. Full article

Background: This study examines how medical consumption is discussed in online communities among individuals who are blind or visually impaired using the Social Ecological Model (SEM) to capture multilevel healthcare experiences within digital discourse. Methods: A total of 428 posts and comments were collected from Reddit’s r/Blind community. Term frequency–inverse document frequency keyword extraction and a theory-driven LLM-based classification approach were applied to categorize texts into five SEM levels: intrapersonal, interpersonal, institutional, community, and public policy. Results: The findings show that intrapersonal (44.4%) and public policy (29.8%) levels were the most prominent, indicating a strong emphasis on personal coping experiences alongside structural constraints in healthcare access. Institutional-level discourse accounted for 15.8%, whereas interpersonal (6.2%) and community (3.8%) discourse were relatively limited. Keywords and qualitative analyses revealed themes related to emotional adaptation, social support, service accessibility, mobility constraints, and welfare policy barriers. The Jaccard similarity analysis indicated stronger associations between institutional and policy levels, whereas community-level discourse remained relatively distinct. Conclusions: These findings highlight the importance of understanding healthcare experiences, both individually and structurally, in online environments. This study also demonstrated the potential of integrating LLM-based classification with theory-driven frameworks to enable an interpretable and scalable analysis of complex health-related discourse. Full article

Network function virtualization (NFV) enables flexible service deployment by implementing network functions as software, with service function chains (SFCs) linking virtual network functions (VNFs) in a specific order to deliver end-to-end services. However, ensuring SFC resilience against large-scale disasters that can disrupt entire disaster zones (DZs) remains a significant challenge. In this paper, we study the multipath disaster-resilient SFC deployment problem, aiming to minimize the total bandwidth and computing resource overhead by jointly optimizing VNF placement, multipath routing, and protection mechanisms, subject to DZ-disjoint constraints. We formulate this problem as a Mixed-Integer Nonlinear Programming (MINLP) model and prove it to be NP-hard. To solve it efficiently, we propose a two-stage adaptive deployment approach; the first stage employs heuristic rules to generate a set of candidate paths satisfying DZ-disjoint constraints, and the second stage leverages deep reinforcement learning to intelligently place VNFs along these candidate paths, approximating the global optimum. Simulation results on real network topologies demonstrate that, compared to traditional dedicated protection strategies and a state-of-the-art exact algorithm, the proposed approach reduces resource overhead by up to 20% while effectively guaranteeing SFC disaster resilience, exhibiting good scalability and online deployment potential. Full article

Firefighters are regularly exposed to occupational stress and potentially traumatic events. However, few evidence-based, fire service-specific interventions exist. Brief, mindfulness-based interventions may help address these challenges by improving regulation skills and reducing psychological distress. This pilot randomized controlled trial primarily evaluated the feasibility and acceptability of a one-session, group-based, virtual mindful attention training workshop developed specifically for firefighters, with secondary evaluation of preliminary efficacy. Firefighters (N = 82) were recruited from multiple fire departments across a large U.S. Southwestern metropolitan area and randomized to the mindful attention workshop (n = 45) or a waitlist control condition (n = 37). Feasibility outcomes were mixed, with strong enrollment among eligible participants (74.5%) but relatively low workshop attendance among those randomized to the intervention (53.3%). A total of 24 firefighters completed the workshop and found it to be helpful, informative, and relevant to the challenges faced in the fire service, with group processes characterized by high comfort, understanding, and low conflict. However, no significant between-group differences were observed in reductions in symptom severity or increases in mindfulness-based outcomes. Post hoc descriptive analyses revealed that most firefighters expressed strong interest in digitally delivered mental health content and the vast majority perceived online or app-based firefighter-specific mental health resources as helpful. Findings indicate mixed feasibility, strong acceptability among attendees, and a lack of preliminary efficacy, and highlight directions for refining intervention delivery of this pilot workshop and evaluating clinical impact in future trials. Full article

High-speed railway services represent complex service environments in which customers evaluate both functional performance and lived experience. Thus, this study investigates how high-speed railway service quality influences customer satisfaction, and further examines whether consumer emotions affect the relationship between them. Data were collected via an online survey of 558 customers with recent travel experience at major high-speed railway stations in Guangzhou. Service quality was captured via reliability, responsiveness, empathy, tangibility, and compensation; emotions were measured as positive and negative affects. Main and interaction effects were estimated using hierarchical regression. Findings suggest a strong positive link between overall service quality and satisfaction. Four of the five dimensions have significant positive effects, whereas compensation is not significant. In addition, positive emotions amplify the effects of all five service quality dimensions on satisfaction, while negative emotions reduce the effects of empathy, tangibility, and compensation on satisfaction but do not significantly affect the effects of reliability or responsiveness. Overall, satisfaction in a high-demand hub depends on dependable operations, timely support, considerate encounters, and well-maintained facilities, alongside emotional experience management to improve service management across the overall journey. Full article

Background: Podiatrists are crucial for managing lower limb pathologies, and effective appointment scheduling is vital for allocating adequate consultation time based on patient conditions. While occasional late patient arrivals may not significantly impact services, frequent lateness can disrupt patient flow and quality of care. This study explored the impact of patient lateness on podiatry practices worldwide, where no countries of origin were excluded. This study assessed current strategies to manage patient lateness, evaluated their effectiveness and reported recommendations for improvement. Methods: An international cross-sectional online survey was conducted between January and March 2024. Results: The survey, which garnered 201 responses from podiatrists, revealed that over 90% of podiatrists experienced disruptions in their clinic workflow due to late patients. Common reasons for lateness included traffic issues and difficulties with parking. SMS reminders emerged as the most effective tool for reducing tardiness. Over half (59.3%) of podiatrists implemented a 10-minute grace period before rescheduling late appointments, which effectively reduced lateness by 50%. However, some podiatrists refrained from rescheduling to avoid worsening patients' conditions or dealing with complaints. Additionally, many podiatrists reported a lack of managerial support in handling late patients. Conclusion: The frequency of late arrivals in podiatry is similar to other health professions and negatively impacts clinic workflow and staff morale. Enhanced managerial support is needed to better manage late patients, allowing podiatrists to concentrate on their clinical responsibilities. Full article

(1) Background: The non-consensual dissemination of intimate images constitutes a severe form of online gender-based violence (OGBV) that inflicts profound harm on victims’ sexual privacy, psychological well-being, and social functioning. Taiwan enacted comprehensive legislative reforms in 2023—commonly referred to as the “Four Acts on Sexual Violence Prevention”—to strengthen criminal responses and expand victim protection mechanisms. However, the extent to which these reforms have translated into effective frontline practice remains insufficiently examined. (2) Methods: This qualitative study employed reflexive thematic analysis to investigate frontline professionals’ experiences with enforcing intimate image offence legislation and delivering victim support services. Semi-structured, in-depth interviews were conducted with 20 practitioners, including social workers, police officers, prosecutors, and lawyers. (3) Results: Three superordinate themes emerged across macro, meso, and micro structural levels. At the macro level, limited public awareness and persistent victim-blaming attitudes undermine prevention, help-seeking, and reporting. At the meso level, legislative fragmentation, challenges in preserving and analysing digital evidence, and inter-agency coordination gaps constrain enforcement capacity. At the micro level, procedural delays, risks of secondary victimization, and perceived inadequacies in compensation and support mechanisms weaken victims’ trust in institutional responses. (4) Conclusions: While Taiwan’s legislative reforms represent a significant institutional advancement, legal reform alone is insufficient to address digital sexual violence effectively. Comprehensive responses require integrated public education initiatives, enhanced inter-agency coordination, strengthened digital investigation capacity, and trauma-informed victim protection practices across all structural levels. In particular, the findings underscore an urgent public health need to establish rapid digital evidence preservation and takedown mechanisms to limit the proliferation of non-consensual sexual images and mitigate the associated mental health harms among victims. Full article

Background: In 2021, an Australian Hospital Nursing Research Hub sponsored 13 healthcare staff to complete the Graduate Certificate (Clinical Redesign), to build capability in health service improvement though work-integrated learning (WIL). Healthcare professionals undertaking workplace-based WIL likely experience significant challenges including balancing professional and student roles and aligning work with academic requirement. These pressures were likely intensified during the Coronavirus disease 2019 (COVID-19) pandemic. This study aimed to explore and understand the experiences of hospital healthcare staff completing WIL redesign projects, including the impacts of COVID-19. Methods: A qualitative descriptive inquiry approach was used to explore individual student experiences. Thirteen staff, mostly nurses, who enrolled in the 2021 course were invited to participate. Online semi-structured interviews were conducted. Data were analyzed using a general inductive thematic analysis approach. Results: Four participants (36%) took part; all were female and working full-time. Five main themes were identified that centered around: COVID-19, Support, Motivation, Alignment and Relevance, and Success. Conclusions: Novel insights include the need to reconceptualize “success” to improve student experience, the critical role of organizational–university–student alignment in enabling WIL studies, and the unique pressures of completing WIL during crisis conditions that direct impact the health sector, such as COVID-19. Although not generalizable, these findings are likely to be important considerations more broadly to strengthen WIL design, support and student experiences, ultimately enhancing health service staff capability to lead quality improvement in the workplace. Full article

Building the capacity of health and social care professionals in health and migration is essential for the East and Horn of Africa region, which, according to UNHCR, hosted 23.6 million forcibly displaced people who have fled conflicts and climate change-related floods and droughts by the end of 2024. There is a high demand to build a critical mass of expertise and experts on health and migration that can engage in policy, programme and practice development. To contribute to the building of a community of experts, an online course on health and migration was developed and five courses were implemented from 2021 to 2024 with the participation of international experts in migration and health, universities and international institutions (WHO; UNAIDS, IGAD), in collaboration with the UN International Organisation for Migration (IOM), the Makerere University, Uganda, and the Center for Health and Migration Vienna, Austria (CHM), and with funding from the Austrian Federal Ministry of the Interior. The courses lasted nine weeks each, offering two three-hour sessions per week, and were complimented by discussion forums and webinars on topics of special interest, e.g., climate change. Participants were working in policy development, programme coordination, research, and service delivery in health and social care in communities affected by migration, cross-border settings, refugee and IDP settlements in the East and Horn of Africa geographic region. The importance of the course for capacity building in the respective countries as well as for personal development is underlined by continuous high numbers of applications from highly qualified people and highly positive evaluations from participants, and the demonstrated impact on the practice of service provision for refugees and IDPs. Future considerations should concentrate on developing sustainable frameworks for courses, including intergovernmental collaboration and community development. Full article

Social media platforms have become critical infrastructures for customer relationship management (CRM), requiring scalable and intelligent solutions to handle high-volume interactions. In the luxury fragrance sector, digital promotion poses a unique challenge because olfactory attributes cannot be experienced online. As a result, physical fragrance samples remain essential, generating large volumes of sample requests or inquiries across social media. However, many requests remain unmanaged due to limitations in manual CRM (i.e., human-driven processes), revealing a design gap that may negatively affect perceived responsiveness and service quality. This study uses qualitative content analysis with NVivo 12 to examine large-scale sample request interactions on the Facebook pages of four luxury fragrance brands. Data was collected via NCapture and analyzed to identify recurring patterns, linguistic structures, and customer expressions related to sample requests. Findings confirm frequent repetitive requests, highlighting inefficiencies in traditional CRM systems under high demand. This research proposes an AI-driven CRM Sample Request Management Architecture (CRM–SRMA) that systematically captures and processes customer sample requests, collects the necessary mailing information, and seamlessly transfers validated data to the final dispatching stage. The proposed system also models individual fragrance preferences by analyzing customers’ interactions with samples, particularly in terms of top, middle, and base notes. By leveraging this information, the architecture enables the targeted promotion of new fragrance releases that closely align with customers’ demonstrated olfactory preferences. The insights of this research provide a scalable, intelligent mechanism that enables luxury social media managers and CRM systems to manage high-volume interactions while maintaining service quality. By automating sample request processing, the mechanism improves responsiveness and reduces operational burden. It also supports long-term relationship building through preference tracking and updating customers with any new relevant-fragrance releases. Although focused on fragrances, the mechanism is adaptable to other luxury cosmetic categories, thereby ideally enhancing overall social media-based customer service. Full article