Template-Type: ReDIF-Article 1.0 Author-Name: Gokhan Egilmez Author-X-Name-First: Gokhan Author-X-Name-Last: Egilmez Author-Name: Bulent Erenay Author-X-Name-First: Bulent Author-X-Name-Last: Erenay Author-Name: Gürsel A. Süer Author-X-Name-First: Gürsel A. Author-X-Name-Last: Süer Title: Hybrid cellular manufacturing system design with cellularisation ratio: an integrated mixed integer nonlinear programming and discrete event simulation approach Abstract: This study investigates hybrid cellular manufacturing system design where products with highly similar process routes are formed as manufacturing cells, and products with dissimilar routes are produced in a process layout. A cell similarity threshold, cellularisation ratio (C-ratio), is proposed for product assignment to cells and process layout, and integrated into a mathematical modelling-based cell formation approach. The cell formation phase is carried out with the proposed mathematical model. Several case problems are tested, and selected cases are also studied with a newly developed simulation model where manufacturing system performance is also evaluated along with the proposed hybrid cellular manufacturing design alternatives. Results indicated that considering a C-ratio during cell formation can provide higher cell similarity thus better cell formation. The increase in the coverage levels resulted in higher number of cells formed. The proposed approach can be significantly beneficial for manufacturing design decisions where product mix and process complexity are high, and for a hybrid layout that consists of cellular plus process layouts could be implemented. Journal: Int. J. of Services and Operations Management Pages: 1-24 Issue: 1 Volume: 32 Year: 2019 Keywords: cellularisation ratio; C-ratio; stochastic cellular system; mixed integer nonlinear programming; discrete event simulation; hybrid layout; cell formation; process layout. File-URL: http://www.inderscience.com/link.php?id=97036 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:32:y:2019:i:1:p:1-24 Template-Type: ReDIF-Article 1.0 Author-Name: Bhawesh Sah Author-X-Name-First: Bhawesh Author-X-Name-Last: Sah Author-Name: Rohit Titiyal Author-X-Name-First: Rohit Author-X-Name-Last: Titiyal Author-Name: Desh Deepak Bhandari Author-X-Name-First: Desh Deepak Author-X-Name-Last: Bhandari Title: Product assignment using quadratic assignment model in retail Abstract: This paper studies the problem of product assignment in retail. It solves the problem of assigning various products to various in-store locations so that there is increased sale as well as a better customer convenience. Retail managers often work out of intuition to place various products at various locations inside the retail store. While doing so, it is often seen that retail managers ignore the phenomenon of cross-selling. This study quantifies this problem and formulates it as a quadratic assignment problem which is solved by implementing a genetic algorithm. The resulting solution maximises cross-selling among products and at the same time improves customer convenience making it a win-win situation for everybody. Journal: Int. J. of Services and Operations Management Pages: 25-43 Issue: 1 Volume: 32 Year: 2019 Keywords: quadratic assignment problem; QAP; genetic algorithm; product assignment; cross-selling. File-URL: http://www.inderscience.com/link.php?id=97037 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:32:y:2019:i:1:p:25-43 Template-Type: ReDIF-Article 1.0 Author-Name: Randa Mazzawi Author-X-Name-First: Randa Author-X-Name-Last: Mazzawi Author-Name: Mohammad Alawamleh Author-X-Name-First: Mohammad Author-X-Name-Last: Alawamleh Title: Managing quality within existing supply chains: case studies from Jordan Abstract: In the globalised economy supply chains are of paramount importance to international organisations, thus supply chain management has been intensively studied throughout the recent decades to understand the product cycle from the supplier to end customer and within organisations. However, there is a gap in the literature concerning the management of particular parameters such as quality within supply chains. This research investigates methods of measuring quality within existing supply chains using two companies from Jordan as case studies. Two different methodologies were applied in order to be able to conduct this research: direct observation and complete participation. It was noted that quality within the manufacturing supply chain was defined differently than in the service supply chain, thus requiring different actions to be used to measure it. Journal: Int. J. of Services and Operations Management Pages: 44-66 Issue: 1 Volume: 32 Year: 2019 Keywords: supply chain; supply chain management; SCM; quality; quality tools; service; manufacturing; SERVQUAL; fishbone diagrams; Jordan. File-URL: http://www.inderscience.com/link.php?id=97038 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:32:y:2019:i:1:p:44-66 Template-Type: ReDIF-Article 1.0 Author-Name: Sam K. Formby Author-X-Name-First: Sam K. Author-X-Name-Last: Formby Author-Name: B. Dawn Medlin Author-X-Name-First: B. Dawn Author-X-Name-Last: Medlin Author-Name: Charlie C. Chen Author-X-Name-First: Charlie C. Author-X-Name-Last: Chen Author-Name: Yongyi Shou Author-X-Name-First: Yongyi Author-X-Name-Last: Shou Author-Name: Danuvasin Charoen Author-X-Name-First: Danuvasin Author-X-Name-Last: Charoen Title: Improving organisational process input factors and company performance Abstract: Enterprise environmental factors (EEF) and organisational process assets (OPAs) are important inputs for most of the processes in all project management knowledge areas. This study assesses the effect of three important EEF and OPA input factors, project organisational support, project control and contingency planning, and project management processes, on project baseline and planning management. In addition, this study also investigates how much of an influence that effective project baseline and planning management has on company performance. Data were collected from 93 certified project management professionals (PMPs) registered with the Project Management Institute (PMI) in China. Our findings showed that firms that develop company-wide organisational support systems and company-wide procedures and processes for managing projects within an operations organisation do better in their overall performance. Journal: Int. J. of Services and Operations Management Pages: 67-82 Issue: 1 Volume: 32 Year: 2019 Keywords: enterprise environmental factors; organisational process assets; OPAs; project control and contingency planning; PCCP; project organisational support; POS. File-URL: http://www.inderscience.com/link.php?id=97039 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:32:y:2019:i:1:p:67-82 Template-Type: ReDIF-Article 1.0 Author-Name: A.N. Balaji Author-X-Name-First: A.N. Author-X-Name-Last: Balaji Author-Name: S. Porselvi Author-X-Name-First: S. Author-X-Name-Last: Porselvi Author-Name: N. Jawahar Author-X-Name-First: N. Author-X-Name-Last: Jawahar Title: Particle swarm optimisation algorithm and multi-start simulated annealing algorithm for scheduling batches of parts in multi-cell flexible manufacturing system Abstract: This paper considers the problem of scheduling batches of parts in a multi-cell flexible manufacturing system (MCFMS) with sequence dependent batch setup time. The goal is to find the best sequence of batches and hence to minimise the makespan. Two mathematical models are developed namely: batch availability model and job availability model. As the problem is known to be NP-hard, particle swarm optimisation (PSO) algorithm and multi-start simulated annealing (MSA) algorithm are proposed to solve the problem. The proposed algorithms are validated by testing the benchmark problems available in the literature. In addition to that, 80 problems with various sizes have been generated at random and then the performance of the proposed MSA and PSO algorithms are compared with CPLEX solver. The experimental results show that MSA provides better solution compared with PSO, the same solution as CPLEX and very close to the lower bound value provided by CPLEX. Journal: Int. J. of Services and Operations Management Pages: 83-129 Issue: 1 Volume: 32 Year: 2019 Keywords: flow shop scheduling; batch availability model; BAM; job availability model; JAM; flexible manufacturing system; FMS; particle swarm optimisation algorithm; multi start simulated annealing algorithm. File-URL: http://www.inderscience.com/link.php?id=97040 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:32:y:2019:i:1:p:83-129 Template-Type: ReDIF-Article 1.0 Author-Name: Inka Lappalainen Author-X-Name-First: Inka Author-X-Name-Last: Lappalainen Author-Name: Tiina Valjakka Author-X-Name-First: Tiina Author-X-Name-Last: Valjakka Author-Name: Toni Ahonen Author-X-Name-First: Toni Author-X-Name-Last: Ahonen Author-Name: Maaria Nuutinen Author-X-Name-First: Maaria Author-X-Name-Last: Nuutinen Title: Framing transformation dynamics towards service-orientation: alternative trajectories of B2B relations Abstract: This article examines dynamics of complex transformation in value creation logics in business-to-business (B2B) relationships. Based on the literature of servitisation, relationship marketing, and particularly the service-dominant (S-D) logic approach, an integrative conceptual framework for structuring provider-customer interaction is built. The framework combines strategic and operational aspects and the perspectives of both parties. It is applied empirically in a multiple case study covering different industries. The results reveal the alternative and parallel trajectories in the B2B relations of the companies, instead of the previous unidirectional transition approach of servitisation. Furthermore, relating to the topical S-D logic debate, the results indicate that the transformation from goods-dominant logic towards service-dominant logic has been built in as different trajectories. The conceptual framework explicates transformation dynamics in terms of value creation logic and mutual dependence between parties. It facilitates particularly SMEs considering relationship-specific evaluation and development, as well as strategic re-positioning and value constellations. Journal: Int. J. of Services and Operations Management Pages: 131-157 Issue: 2 Volume: 32 Year: 2019 Keywords: servitisation; value co-creation; service-dominant logic; service strategy; provider-customer relationship; SME. File-URL: http://www.inderscience.com/link.php?id=97526 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:32:y:2019:i:2:p:131-157 Template-Type: ReDIF-Article 1.0 Author-Name: Mohammadreza Dabiri Author-X-Name-First: Mohammadreza Author-X-Name-Last: Dabiri Author-Name: Soroush Avakh Darestani Author-X-Name-First: Soroush Avakh Author-X-Name-Last: Darestani Author-Name: Bahman Naderi Author-X-Name-First: Bahman Author-X-Name-Last: Naderi Title: Multi-machine flow shop scheduling problems with rejection using genetic algorithm Abstract: This work is a study on scheduling problem with rejection on a set of multi-machine in a flow-shop scheduling system. This paper will attempt to indicate development of a multi-machine flow-shop scheduling model considering rejection (this problem is NP-hard due to the NP-hardness of the same problem variation on a two-machine). We analyse the quality of a solution with two criteria: one is the make span and the one is the total rejection cost. The aim of this study is to present an approximation algorithm and three heuristic algorithms and a genetic algorithm (GA) and successfully applied to Multi-machine flow-shop scheduling model considering rejection to minimise the make span plus total rejection cost. Several tests problems were carried out to assess the performance of the proposed algorithms. We can conclude here that the GA is the most functional algorithm, followed by the approximation algorithm. Journal: Int. J. of Services and Operations Management Pages: 158-172 Issue: 2 Volume: 32 Year: 2019 Keywords: flow-shop scheduling; scheduling with rejection; approximation algorithm; genetic algorithm; GA; two-level chromosome. File-URL: http://www.inderscience.com/link.php?id=97527 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:32:y:2019:i:2:p:158-172 Template-Type: ReDIF-Article 1.0 Author-Name: K.E.K. Vimal Author-X-Name-First: K.E.K. Author-X-Name-Last: Vimal Author-Name: S. Vinodh Author-X-Name-First: S. Author-X-Name-Last: Vinodh Author-Name: K. Jayakrishna Author-X-Name-First: K. Author-X-Name-Last: Jayakrishna Title: Application of fuzzy QFD for improving the process sustainability characteristics: a case study Abstract: The objective of this study is to develop a methodology for enabling sustainability in manufacturing process. Few improvement proposals were identified for improving sustainability characteristics of manufacturing processes. Fuzzy quality function deployment (FQFD) methodology has been used to prioritise the improvement proposals considering the requirements of sustainable process. The study involves two mappings: first between sustainable process requirements and sustainable manufacturing criteria, second between process sustainability criteria and improvements. The practical validity of the study has been ensured with the conduct of case study. DfX, energy modelling and process simulation, effluent management system, hotspot analysis and eco-VSM were the prioritised improvement proposals considering the requirements. The consideration of sustainability requirements and attempt to map with the sustainability practices was not attempted earlier. The current study can be extended to any type of manufacturing process, which shows the comprehensiveness of the proposed method. Journal: Int. J. of Services and Operations Management Pages: 173-201 Issue: 2 Volume: 32 Year: 2019 Keywords: sustainability; quality function deployment; fuzzy methods; process sustainability. File-URL: http://www.inderscience.com/link.php?id=97528 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:32:y:2019:i:2:p:173-201 Template-Type: ReDIF-Article 1.0 Author-Name: A. Vasumathi Author-X-Name-First: A. Author-X-Name-Last: Vasumathi Author-Name: S. Tamil Maran Author-X-Name-First: S. Tamil Author-X-Name-Last: Maran Title: Impact of demographic profile of pharmaceutical entrepreneurs on entrepreneurial traits and family stress Abstract: The population of India is said to be 1.3 billion as per the census. The availability of doctors for the Indian population is seven doctors per 1,000 people. The state and central govt. are taking measures to improve the public healthcare facility. The community pharmacists in this regard are in the frontline with direct interaction to community. The pharmaceutical entrepreneurs are expected to play multiple roles in the community and family which pave way to face more challenges and stress in both entrepreneurial and family life. Entrepreneurs play a vital role in improving economy of the nation. This motivates the researchers to carry a research on the impact of demographic profile on entrepreneurial traits and family stress. The researchers found that the years of experience of the entrepreneurs have significant association with decision making styles. The study also found that there is a positive correlation between income of the respondents and Machiavellianism attributes of entrepreneurs. It also proved that there is a significant variance between age of the entrepreneurs and attributes of family stress. Journal: Int. J. of Services and Operations Management Pages: 202-223 Issue: 2 Volume: 32 Year: 2019 Keywords: entrepreneurs; demographic profile; family stress; decision making style; Machiavellianism. File-URL: http://www.inderscience.com/link.php?id=97529 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:32:y:2019:i:2:p:202-223 Template-Type: ReDIF-Article 1.0 Author-Name: Thomas John Paul Author-X-Name-First: Thomas John Author-X-Name-Last: Paul Author-Name: Jayanth Jacob Author-X-Name-First: Jayanth Author-X-Name-Last: Jacob Title: Self-service technology (web interface): Bagozzi's self-regulation processes framework to measure Indian customer loyalty Abstract: This study employs Bagozzi's self-regulation processes framework to examine the inter-relationships of key antecedents and its impact on the attitudinal and behavioural loyalty of an Indian e-customer, using self-service technology (web interface) for online shopping. This study employed questionnaire survey to collect data from 403 respondents who regularly indulged in e-shopping. Our research employs partial least squares (PLS) regression analysis to test the model. The result suggest the appraisal process variables (overall SQ and value) for the Indian e-customer was found to have larger direct influence on the coping behaviour (loyalty) as compared to the indirect influence on customer loyalty through the emotional response path. The result also show that overall service quality is the most significant factor positively affecting customer loyalty. This finding illustrates the importance of overall service quality and value as key antecedents that shape the formation of customer loyalty. Limitations and directions for future research are provided. Journal: Int. J. of Services and Operations Management Pages: 224-248 Issue: 2 Volume: 32 Year: 2019 Keywords: e-commerce; value; familiarity; loyalty; satisfaction; trust; overall service quality; Bagozzi's self-regulation; Indian e-retail; PLS-SEM; formative construct; reflective construct; India. File-URL: http://www.inderscience.com/link.php?id=97530 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:32:y:2019:i:2:p:224-248 Template-Type: ReDIF-Article 1.0 Author-Name: Mikko Pynnönen Author-X-Name-First: Mikko Author-X-Name-Last: Pynnönen Author-Name: Mika Immonen Author-X-Name-First: Mika Author-X-Name-Last: Immonen Author-Name: Jukka Hallikas Author-X-Name-First: Jukka Author-X-Name-Last: Hallikas Title: Creating value with integrated B2B solutions: an empirical study of network maintenance services Abstract: The objective of this paper is to analyse the structure of a network maintenance service solution and the role of intertwined service functions in creating value for customers. This study presents an empirical case analysis in the field of network maintenance services to enhance the understanding of value creation logic regarding integrated solutions. Social network analysis (SNA) and statistical methods will be applied to analyse a survey sample of the network service provider's customer companies. The SNA approach serves to describe service function structure from a customer perspective. Regression analysis will be applied to connect the expected value of the service solutions to the expected quality attributes. The findings indicate that systemic service functions commonly relate to routine processes and are bound by a usage context in customer problem-solving domains. This research opens up the structural role of systemic service functions in service solutions and supply chain integration. Journal: Int. J. of Services and Operations Management Pages: 249-267 Issue: 2 Volume: 32 Year: 2019 Keywords: value creation; integrated solutions; product-service system; social network analysis; SNA; network maintenance services. File-URL: http://www.inderscience.com/link.php?id=97531 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:32:y:2019:i:2:p:249-267 Template-Type: ReDIF-Article 1.0 Author-Name: M. Ghandehari Author-X-Name-First: M. Author-X-Name-Last: Ghandehari Author-Name: M. Dezhtaherian Author-X-Name-First: M. Author-X-Name-Last: Dezhtaherian Title: An EOQ model for deteriorating items with partial backlogging and financial considerations Abstract: One of the important issues in the framework of supply chain is to determine the inventory control policy. In this regard, perishable goods are highly important due to their specific characteristics. In the present study, an inventory model for deteriorating items will be proposed considering constant demand, time value of money, and inflation. Deterioration begins immediately after the entrance of inventory into the warehouse. Delayed payment is allowable and degree of deterioration is fixed. Partially backlogged shortage is also considered and the purpose is to minimise total cost of the inventory system in a finite planning horizon. An exact algorithm was developed in this study for solving the problem and finally some numerical examples were presented. Sensitivity analysis was carried out on some of the important and basic parameters and the results were compared with the state where there is no partial backlogging. Journal: Int. J. of Services and Operations Management Pages: 269-284 Issue: 3 Volume: 32 Year: 2019 Keywords: inventory; deteriorating items; partial backlogging; inflation. File-URL: http://www.inderscience.com/link.php?id=98350 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:32:y:2019:i:3:p:269-284 Template-Type: ReDIF-Article 1.0 Author-Name: Byanca Pinheiro Augusto Author-X-Name-First: Byanca Pinheiro Author-X-Name-Last: Augusto Author-Name: Guilherme Luz Tortorella Author-X-Name-First: Guilherme Luz Author-X-Name-Last: Tortorella Title: Literature review on lean healthcare implementation: assessment methods and practices Abstract: Results indicate that lean healthcare (LH) is a relatively recent research topic and the lack of further evidence impairs the benchmarking with previous studies. Therefore, this article aims to conduct a literature review on LH practices and the existing assessment methods to its implementation, drawing a comparative analysis between evidence found in manufacturing environments and healthcare context. The identification of practices and assessment methods was carried out through a systematic literature review in both contexts: healthcare and manufacturing. This study contributes in indicating gaps and opportunities in the current assessment methods of lean healthcare implementation, also considering the most frequent practices cited in the literature. Journal: Int. J. of Services and Operations Management Pages: 285-306 Issue: 3 Volume: 32 Year: 2019 Keywords: lean practices; assessment methods; literature review; lean healthcare. File-URL: http://www.inderscience.com/link.php?id=98351 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:32:y:2019:i:3:p:285-306 Template-Type: ReDIF-Article 1.0 Author-Name: H. Abdul Zubar Author-X-Name-First: H. Abdul Author-X-Name-Last: Zubar Author-Name: M.M. Ravikumar Author-X-Name-First: M.M. Author-X-Name-Last: Ravikumar Author-Name: P. Parthiban Author-X-Name-First: P. Author-X-Name-Last: Parthiban Title: An integrated approach for performance evaluation of suppliers in manufacturing industries Abstract: The supplier selection is a multi-criterion problem which includes both qualitative and quantitative factors. The model presented in this thesis aims at aiding the selection process and consists of three phases. In the first phase, criteria for evaluation of suppliers are selected based on literature and analytic hierarchy process (AHP) is applied. The AHP is used to analyse the structure of the problem and weights of each criterion are determined. The second phase involves clustering the available data set into required number of clusters by K-means algorithm. K-means is commonly preferred partitional clustering method which generates required number of clusters. The best cluster is selected based on the weighted sum of ratings of the elements. In the third phase, technique for order preference by similarity to ideal solution (TOPSIS) is performed on the selected cluster. Potential suppliers belonging to the best cluster are ranked according to performance. A sensitivity analysis is performed to determine the robustness of the model. Journal: Int. J. of Services and Operations Management Pages: 307-326 Issue: 3 Volume: 32 Year: 2019 Keywords: supplier selection; analytic hierarchy process; AHP; clustering; k-means; TOPSIS; sensitivity analysis. File-URL: http://www.inderscience.com/link.php?id=98352 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:32:y:2019:i:3:p:307-326 Template-Type: ReDIF-Article 1.0 Author-Name: Amin Mohammadi Author-X-Name-First: Amin Author-X-Name-Last: Mohammadi Author-Name: Soroush Avakh Darestani Author-X-Name-First: Soroush Avakh Author-X-Name-Last: Darestani Title: Green supplier selection problem using TOPSIS extended by D numbers in tractor manufacturing industry Abstract: This research aims to evaluate the suppliers by a combined decision-making method with a new concept under uncertainty with D-number structure. Due to the importance of suppliers as a level of supply chain, determining factors for supplier selection decision is of key importance. Criteria in this study all are taken from the most recent articles so far. To consider the issue of environmental indicators related to this case can be considered sharp. In the existing evaluation methods, experts can propose their opinion under uncertainty only in one level. But in new proposed decision-making method, experts can proposed their idea about each alternative versus criteria in multi-level simultaneously. Therefore, in this method a group D-number structure with TOPSIS as a compromised decision making method to evaluate supplier selection has been applied. Finally to clearing the proposed method, the tractor company of Tabriz is studied as a case study. Journal: Int. J. of Services and Operations Management Pages: 327-338 Issue: 3 Volume: 32 Year: 2019 Keywords: multi-criteria decision making; MCDM; SCM; TOPSIS; D number; belief structure. File-URL: http://www.inderscience.com/link.php?id=98353 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:32:y:2019:i:3:p:327-338 Template-Type: ReDIF-Article 1.0 Author-Name: Andrés Chinchilla Author-X-Name-First: Andrés Author-X-Name-Last: Chinchilla Author-Name: César J. Sepúlveda Author-X-Name-First: César J. Author-X-Name-Last: Sepúlveda Author-Name: Sergio Madero Author-X-Name-First: Sergio Author-X-Name-Last: Madero Title: The facilitating dynamic of customer-employee satisfaction: contributions from the person-centred approach to service encounters Abstract: Given that the quality of the service experience is constructed in the interaction between the customer and the employee, gaining insights on customer-employee satisfaction in service encounters is relevant to advance the knowledge of the service experience area of research. Building on this perspective, the present study aimed to identify a model of the facilitating dynamic of customer-employee satisfaction in service encounters. A qualitative instrumental case study was developed from 15 cases of different contexts in order to identify common patterns and propose a theoretical model. The findings indicate that the attitudes from the person-centred approach of the humanistic branch of psychology - empathy, acceptance, and authenticity - facilitate the satisfaction of both the customer and the employee in service encounters; foregoing conditions of these facilitative dynamic and specific impacts on customer-employee satisfaction were also identified. Journal: Int. J. of Services and Operations Management Pages: 339-361 Issue: 3 Volume: 32 Year: 2019 Keywords: service encounters; person-centred approach; service experience; service attitudes; instrumental case study. File-URL: http://www.inderscience.com/link.php?id=98354 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:32:y:2019:i:3:p:339-361 Template-Type: ReDIF-Article 1.0 Author-Name: Jyoti Prakas Majumdar Author-X-Name-First: Jyoti Prakas Author-X-Name-Last: Majumdar Author-Name: Goutam Kumar Kundu Author-X-Name-First: Goutam Kumar Author-X-Name-Last: Kundu Author-Name: B. Murali Manohar Author-X-Name-First: B. Murali Author-X-Name-Last: Manohar Title: Causes of reluctance of Indian manufacturing SMEs in adopting total quality management Abstract: Total quality management (TQM) is an effective concept for improving the cost effectiveness and organisational performance to achieve business competitiveness for all manufacturing industries, large scale to small scale. In the present scenario of competitive business environment, TQM implementation is an essential culture and key survival tool for manufacturing SMEs. TQM has been adopted by most of the large-scale Indian manufacturing industries, but very few Indian manufacturing SMEs adopted TQM, though most of them have ISO 9001 certification. However, SMEs are the backbone of Indian. This study based on exploratory research, tries to identify the 'causes of the reluctance of Indian manufacturing SMEs in implementing TQM', by analysing the data collected from a number of Indian manufacturing SMEs, through an extensive interview-based survey. The authors also rank those cause-factors in order of their importance and criticality. This study will definitely contribute to the manufacturing SMEs, in India and other developing countries. Journal: Int. J. of Services and Operations Management Pages: 362-386 Issue: 3 Volume: 32 Year: 2019 Keywords: total quality management; TQM; small and medium enterprises; SME; MSME; quality management system; QMS; ISO 9001; quality assurance; manufacturing industries; India. File-URL: http://www.inderscience.com/link.php?id=98355 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:32:y:2019:i:3:p:362-386 Template-Type: ReDIF-Article 1.0 Author-Name: Rojalin Patri Author-X-Name-First: Rojalin Author-X-Name-Last: Patri Author-Name: M. Suresh Author-X-Name-First: M. Author-X-Name-Last: Suresh Title: Agility in healthcare services: a systematic literature exploration Abstract: The objective of this study is to present a systematic literature review of agility in health care covering the essence of published articles, limitations and future research avenues. Its contribution to the body of knowledge is twofold. First, it classifies the literature based on seven parameters: year, country, research method, results, context, limitations and future research direction to provide an overview of the accomplished research works. Second, it highlights the research gap in the current literature and provides direction for future research. The findings suggest that the extant literature has not been able to obtain a strong theoretical grounding in the field, and validation of the proposed theories, models and frame work awaits future research attention. Thus the lack of extensive exploration of agile literature gives way to a vast area of exploration for future research. Journal: Int. J. of Services and Operations Management Pages: 387-404 Issue: 3 Volume: 32 Year: 2019 Keywords: health services; agile services; agility; healthcare; agility literature review. File-URL: http://www.inderscience.com/link.php?id=98356 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:32:y:2019:i:3:p:387-404 Template-Type: ReDIF-Article 1.0 Author-Name: D.T. Sunil Author-X-Name-First: D.T. Author-X-Name-Last: Sunil Author-Name: S.R. Devadasan Author-X-Name-First: S.R. Author-X-Name-Last: Devadasan Author-Name: M. Vinod Author-X-Name-First: M. Author-X-Name-Last: Vinod Author-Name: K.S. Natarajan Author-X-Name-First: K.S. Author-X-Name-Last: Natarajan Title: Digitisation of traditional product using computer aided design technology: a case study on desiccant compressed air dryer Abstract: In order to face the competition, traditional manufacturing companies are required to digitise the products by applying computer-aided design (CAD) for infusing innovative features in them. In the context of this realisation, a case study on digitising a traditional product by name 'desiccant compressed air dryer' (DCAR) by applying CAD technology which is presented in this paper was carried out. The procedures adopted to create the CAD models of six subassemblies of DCAR and its assembly by using a CAD software package namely Creo Parametric 2.0 are described. Then the advantage of digitising the traditional products using the CAD technology is described. The article is concluded by stating that utilising this kind of facilities that are available in CAD software packages will enable traditional manufacturing companies to become agile by quickly adding amazing features that will delight the customer. Journal: Int. J. of Services and Operations Management Pages: 405-430 Issue: 4 Volume: 32 Year: 2019 Keywords: digitisation; computer aided design; CAD; mass customisation; agility; air dryer; desiccation; compressed air; manufacturing; design; CAD modelling; assembly sequence. File-URL: http://www.inderscience.com/link.php?id=99475 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:32:y:2019:i:4:p:405-430 Template-Type: ReDIF-Article 1.0 Author-Name: Vinaysingh Chawan Author-X-Name-First: Vinaysingh Author-X-Name-Last: Chawan Title: A pay-what-you-want pricing model for restaurants Abstract: A new method of pricing, known as pay-what-you-want (PWYW) has been successfully used in many contexts in the recent past. Success stories are in restaurants, museums, music albums, software, etc. The method where the buyer selects the price, possibly a zero price, and the seller accepts it, is a bit counter intuitive. Quite surprisingly, the PWYW pricing method has been used successfully, and some businesses have adopted it for selling their goods. We study the economic rationale behind the success of the PWYW pricing method, and analyse different situations using a simple model. Results show that the PWYW pricing method can be successful when there is a large proportion of fair-minded consumers, and a lesser proportion of free-loaders. Also, though a low marginal cost is beneficial for a PWYW method, it is not necessary. Sellers can choose to use PWYW pricing with reference prices that induce, but not bind, consumers to pay an appropriate price. Also, setting a minimum threshold price alleviates the problem of free-loaders, and the PWYW pricing method can be used profitably in the long run. Journal: Int. J. of Services and Operations Management Pages: 431-449 Issue: 4 Volume: 32 Year: 2019 Keywords: pay-what-you-want; PWYW; pricing; price discrimination; willingness to pay; price discovery mechanism. File-URL: http://www.inderscience.com/link.php?id=99476 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:32:y:2019:i:4:p:431-449 Template-Type: ReDIF-Article 1.0 Author-Name: Meryem Cheraitia Author-X-Name-First: Meryem Author-X-Name-Last: Cheraitia Author-Name: Salim Haddadi Author-X-Name-First: Salim Author-X-Name-Last: Haddadi Author-Name: Abdellah Salhi Author-X-Name-First: Abdellah Author-X-Name-Last: Salhi Title: Hybridising plant propagation and local search for uncapacitated exam scheduling problems Abstract: The uncapacitated exam scheduling problem (UESP) is a well-known computationally intractable combinatorial optimisation problem. It aims at assigning exams to a predefined number of periods, avoiding conflicts over the same period, and spreading exams as evenly as possible. Here, we suggest a new hybrid algorithm combining the plant propagation algorithm (PPA) and local search (LS) for it. PPA is a population-based metaheuristic that mimics the way plants propagate. To the best of our knowledge, this is the first time this idea is exploited in the context of UESP. Extensive testing on the University of Toronto benchmark dataset, and comparison against a large number of new as well as well-established methods shows that this new metaheuristic is competitive and represents a substantial addition to the arsenal of tools for solving the problem. Journal: Int. J. of Services and Operations Management Pages: 450-467 Issue: 4 Volume: 32 Year: 2019 Keywords: uncapacitated exam scheduling; plant propagation algorithm; PPA; local search; hybridisation. File-URL: http://www.inderscience.com/link.php?id=99477 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:32:y:2019:i:4:p:450-467 Template-Type: ReDIF-Article 1.0 Author-Name: Surajit Bag Author-X-Name-First: Surajit Author-X-Name-Last: Bag Author-Name: Lawrence Kau Author-X-Name-First: Lawrence Author-X-Name-Last: Kau Author-Name: Arie Wessels Author-X-Name-First: Arie Author-X-Name-Last: Wessels Author-Name: Jan-Harm Pretorius Author-X-Name-First: Jan-Harm Author-X-Name-Last: Pretorius Title: Predictive maintenance strategy to increase the availability of positive displacement pumps: a case study based in Ekurhuleni base metals in South Africa Abstract: The paper argues the use of the case research method to study predictive maintenance of positive displacement pumps of Ekurhuleni base metals in Springs, Gauteng district of South Africa. The study covered detailed predictive maintenance techniques that was applied to these pumps for improving availability and further reducing the maintenance costs. The case findings were very interesting and it was observed that from the time predictive maintenance was initiated, the pumps never failed and production targets were also met successfully. Root cause and failure analysis also played an important role in finding the root cause failure of the electric motors. The results of root cause and failure analysis proved that predictive maintenance increases the availability of positive displacement pumps. The current case study is unique in terms of providing detailed analysis and understanding of the subject matter. The results will add tremendous practical value to the maintenance teams working on a regular basis with positive displacement pumps Journal: Int. J. of Services and Operations Management Pages: 468-506 Issue: 4 Volume: 32 Year: 2019 Keywords: predictive maintenance; PM; positive displacement pumps; Ekurhuleni base metals; EBM; root cause and failure analysis; RCFA; failure reporting analysis and corrective analysis; FRACAS; computerised maintenance management system; CMMS. File-URL: http://www.inderscience.com/link.php?id=99478 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:32:y:2019:i:4:p:468-506 Template-Type: ReDIF-Article 1.0 Author-Name: Pawan Kumar Author-X-Name-First: Pawan Author-X-Name-Last: Kumar Author-Name: Darshan Kumar Author-X-Name-First: Darshan Author-X-Name-Last: Kumar Author-Name: Mahesh Chand Author-X-Name-First: Mahesh Author-X-Name-Last: Chand Title: Analysing the interactions of operational issues in sustainable supply chain: a framework Abstract: For sustainable management, i.e., environmental, economic and social issues in supply chain, there is an urge need to focus on operational issues. This current research presents a new decision making framework to facilitate this on the basis of questionnaire based survey in Indian industries. Nine operational issues in sustainable supply chain management are considered in this research for analysis. Regarding this, weighted interpretive structural modelling (W-ISM) an extended version of interpretive structural modelling (ISM) has been used to find effectiveness index and to identify the strong and weak areas, to establish a relationship and to identify driving and dependence powers among operational issues in sustainable supply chain management. The results of this analysis are highly beneficial towards society and environment perspectives for industries. Journal: Int. J. of Services and Operations Management Pages: 507-521 Issue: 4 Volume: 32 Year: 2019 Keywords: sustainable supply chain management; operational issues; W-ISM. File-URL: http://www.inderscience.com/link.php?id=99479 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:32:y:2019:i:4:p:507-521 Template-Type: ReDIF-Article 1.0 Author-Name: Davinder Singh Author-X-Name-First: Davinder Author-X-Name-Last: Singh Author-Name: J.S. Khamba Author-X-Name-First: J.S. Author-X-Name-Last: Khamba Author-Name: Tarun Nanda Author-X-Name-First: Tarun Author-X-Name-Last: Nanda Title: Justification of technology innovation implementation in Indian MSMEs using AHP Abstract: Small enterprises typically make a large contribution to manufacturing employment in poor countries. However, the developmental contribution of most of them is limited to generating subsistence employment of last resort. Hence, in the face of fast labour force growth and limited employment absorption in other sectors, developing country governments have mounted efforts to improve productivity and earnings in these firms. MSMEs constitute 80% of all enterprises globally. They contribute in providing job opportunities, act as supplier of goods and services to large organisations. MSMEs are defined by a number of factors and criteria, such as location, size, age, structure, organisation, number of employees, sales volume, worth of assets, ownership through development and technology. The present study explores the significant of various factors contributing towards manufacturing performance enhancement of small firms using analytical hierarchy process. Journal: Int. J. of Services and Operations Management Pages: 522-538 Issue: 4 Volume: 32 Year: 2019 Keywords: technology innovation; AHP; manufacturing performance; MSMEs. File-URL: http://www.inderscience.com/link.php?id=99480 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:32:y:2019:i:4:p:522-538 Template-Type: ReDIF-Article 1.0 Author-Name: Peter Wanke Author-X-Name-First: Peter Author-X-Name-Last: Wanke Author-Name: Md. Abul Kalam Azad Author-X-Name-First: Md. Abul Kalam Author-X-Name-Last: Azad Author-Name: Henrique Correa Author-X-Name-First: Henrique Author-X-Name-Last: Correa Title: Mergers and acquisitions strategic fit in Middle Eastern banking: an NDEA approach Abstract: Banking in Middle Eastern countries is well-known for its heterogeneity, small scale, and regulatory diversity. This paper presents an assessment of the strategic fit of mergers and acquisitions (M%A) in Middle Eastern banks. A network DEA approach is adopted to assess how several types of efficiency scores of the resulting virtually merged banks are impacted by contextual variables: global (merger), technical (learning), harmony (scope), and scale (size) efficiencies. When two banks are 'virtually merged' in our analysis this means that the inputs and outputs of pairs of separate banks are 'virtually' combined to test the efficiencies of the 'virtually merged' entity, in an attempt to better understand the industry. The impact of contextual variables related to the ownership of the bank, its type, and origin is tested using a set of several robust regressions to handle dependent variables bounded between zero and one: tobit, simplex, and beta. The results reveal that bank type, origin, and ownership impact virtual efficiency levels; however, the findings also show that harmony and scale effects have a negative impact on merged institutions due to the heterogeneity, regulatory diversity, and small scale size that prevail in the region. Journal: Int. J. of Services and Operations Management Pages: 1-25 Issue: 1 Volume: 33 Year: 2019 Keywords: banks; DEA; mergers and acquisitions; Middle East; network; robust regression analysis. File-URL: http://www.inderscience.com/link.php?id=99652 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:33:y:2019:i:1:p:1-25 Template-Type: ReDIF-Article 1.0 Author-Name: Saleh Fahed Saleh Alkhatib Author-X-Name-First: Saleh Fahed Saleh Author-X-Name-Last: Alkhatib Author-Name: Yazan Khalid Abed-Allah Migdadi Author-X-Name-First: Yazan Khalid Abed-Allah Author-X-Name-Last: Migdadi Title: Taxonomies of airline scheduling strategies: cross-regional worldwide analysis Abstract: Airlines use different scheduling strategies to manage their operations. Selecting the right scheduling strategy that fit with the airline overall strategy is an issue. In the last few years, several airline scheduling problem studies have been conducted. Most of these studies have focused on the optimisation side of the problem. This study aims to identify taxonomies of airline scheduling strategies based on cross-regional airlines analytical study. Scheduling data of 360 worldwide airlines have been collected, analysed, and therefore used to explain and classify airline scheduling strategies into anticipated taxonomies. Data were collected from five regions; Africa, Arab states, Asia and Pacific, Europe, North America and South/Latin America. Standardised ratings were developed and K-means Clustering analysis was used to develop the taxonomies of airline scheduling strategies. This study revealed that; the adopted taxonomies of airline scheduling strategies are; intercontinental, focused intercontinental, focused/selective international and focused regional scheduling strategies. The widely-adopted taxonomy is focused regional and the least adopted one is the intercontinental. These new taxonomies build the theoretical base for the next research areas in airline scheduling, and help airlines to find the best scheduling strategy that fitted their regional characteristics and/or corporate and operational strategies. Journal: Int. J. of Services and Operations Management Pages: 26-48 Issue: 1 Volume: 33 Year: 2019 Keywords: airlines scheduling strategy; taxonomies; cross-regional analysis; airline operations; K-means analysis. File-URL: http://www.inderscience.com/link.php?id=99653 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:33:y:2019:i:1:p:26-48 Template-Type: ReDIF-Article 1.0 Author-Name: D. Gopi Author-X-Name-First: D. Author-X-Name-Last: Gopi Author-Name: A. Pal Pandi Author-X-Name-First: A. Pal Author-X-Name-Last: Pandi Author-Name: P.V. Rajendra Sethupathi Author-X-Name-First: P.V. Rajendra Author-X-Name-Last: Sethupathi Author-Name: K.P. Paranitharan Author-X-Name-First: K.P. Author-X-Name-Last: Paranitharan Author-Name: D. Jeyathilagar Author-X-Name-First: D. Author-X-Name-Last: Jeyathilagar Title: An integrated conceptual model for achieving global quality service in healthcare establishments Abstract: Ever rising patients' expectations demand quality healthcare service from healthcare establishments (HCEs) for its sustenance which necessitated developing of a comprehensive quality healthcare model, for the measuring the performance of HCEs. So, the authors developed a model called 'integrated quality healthcare system' (IQHS). IQHS is a bundle of the various quality management systems and concepts. It consists of ten important critical factors (CFs), extracted from extant literature reviews. The result has revealed that the critical factor 'hospital culture' plays an important role in quality healthcare service, based on the mean values, calculated from the views of stakeholders and customers and the remaining nine CFs should be given priority to attain excellence in healthcare service. The proposed comprehensive model may fulfil the needs of stakeholders and customers in terms of upgraded quality of service, improved healthcare environment, reduced operating cost of HCE, patient satisfaction, patient safety and employees' satisfaction. Journal: Int. J. of Services and Operations Management Pages: 49-68 Issue: 1 Volume: 33 Year: 2019 Keywords: critical factors; healthcare establishments; HCE; integrated quality healthcare system; IQHS; quality management concepts. File-URL: http://www.inderscience.com/link.php?id=99654 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:33:y:2019:i:1:p:49-68 Template-Type: ReDIF-Article 1.0 Author-Name: Mohit Kaushik Author-X-Name-First: Mohit Author-X-Name-Last: Kaushik Author-Name: Gaurav Chauhan Author-X-Name-First: Gaurav Author-X-Name-Last: Chauhan Author-Name: K. Mathiyazhagan Author-X-Name-First: K. Author-X-Name-Last: Mathiyazhagan Author-Name: Ravindra Ojha Author-X-Name-First: Ravindra Author-X-Name-Last: Ojha Author-Name: Mayank Kumar Author-X-Name-First: Mayank Author-X-Name-Last: Kumar Title: Reducing rejections using Six Sigma: a case from Indian automobile component manufacturing industry Abstract: Quality is critical in the selection of a product as the customer demands a defect-free product. Six Sigma is a systematic approach based on data for the improvement of the process with an aim to reduce the number of defects to 3.4 parts per million opportunities. The approach has facilitated several companies to enhance the capabilities of their process and thereby improve the quality of their products and services. This paper addresses a cases study which involves the application of define, measure, analyse, improve and control (DMAIC) methodology of Six Sigma to reduce the rejections in a connecting rod manufacturing facility. Its implementation has resulted in the reduction of rejection from 1.75% to 0.80% over a period of one year in the manufacturing plant. Due to reduction in rejection the estimated savings is in (to) the order of 0.9 million INR per annum. Journal: Int. J. of Services and Operations Management Pages: 69-86 Issue: 1 Volume: 33 Year: 2019 Keywords: Six Sigma; failure mode and effect analysis; why-why analysis; single minute exchange of die; process capability; measurement system analysis; reducing rejections. File-URL: http://www.inderscience.com/link.php?id=99655 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:33:y:2019:i:1:p:69-86 Template-Type: ReDIF-Article 1.0 Author-Name: Xun Xu Author-X-Name-First: Xun Author-X-Name-Last: Xu Author-Name: Yibai Li Author-X-Name-First: Yibai Author-X-Name-Last: Li Author-Name: Allan Cheng Chieh Lu Author-X-Name-First: Allan Cheng Chieh Author-X-Name-Last: Lu Title: A comparative study of the determinants of business and leisure travellers' satisfaction and dissatisfaction Abstract: Travellers' online reviews generate electronic word of mouth, which influences travellers' hotel selection and customer demand. These online reviews contain an abundance of information about travellers' hotel experiences, delineating their reasons for satisfaction and dissatisfaction. Using a text mining technique and latent semantic analysis, this study identifies business and leisure travellers' satisfaction and dissatisfaction determinants and compares their relative importance. This study finds that determinants of business and leisure travellers' satisfaction and dissatisfaction have different types and degrees of importance. Understanding specific needs and priorities of each group of customers helps hoteliers improve their performance. Hoteliers can use market segmentation strategies and electronic word of mouth to increase customer demand from the specific traveller populations. Journal: Int. J. of Services and Operations Management Pages: 87-112 Issue: 1 Volume: 33 Year: 2019 Keywords: customer perception; business traveller; leisure traveller; service management. File-URL: http://www.inderscience.com/link.php?id=99656 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:33:y:2019:i:1:p:87-112 Template-Type: ReDIF-Article 1.0 Author-Name: Habib Ullah Khan Author-X-Name-First: Habib Ullah Author-X-Name-Last: Khan Author-Name: Diaa Eldin ELSaied Author-X-Name-First: Diaa Eldin Author-X-Name-Last: ELSaied Title: Pre and post implementation of integrated health system: a case study of leading gulf country Abstract: Far and wide, the benefits that organisations fetch because of the information technology are well known. The present study considered the case of Magrabli Hospitals and Centers in Saudi Arabia to understand the nitty-gritties of the health system implementation. Also, the factors that invigorate the process and the accrued benefits are studied to suggest the prospective works about the pros and cons of adopting technology in health care setting with multi centres. To achieve this aim, qualitative data is collected through interaction with all the stakeholders and quantitative data is collected from 65 personnel who are selected at random and are in managerial cadre. The data is tested using statistical analysis. The results revealed that there is much dependency among the sub-systems and they are working inter-twined to deliver the service effectively. Journal: Int. J. of Services and Operations Management Pages: 113-133 Issue: 1 Volume: 33 Year: 2019 Keywords: healthcare information technology; HIT; health information system; HIS; process improvement dimension; PD; decision making dimension; DD; financial dimension; FD; operational dimension; OD. File-URL: http://www.inderscience.com/link.php?id=99657 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:33:y:2019:i:1:p:113-133 Template-Type: ReDIF-Article 1.0 Author-Name: Ida Bagus Nyoman Udayana Author-X-Name-First: Ida Bagus Nyoman Author-X-Name-Last: Udayana Author-Name: Naili Farida Author-X-Name-First: Naili Author-X-Name-Last: Farida Author-Name: Elia Ardyan Author-X-Name-First: Elia Author-X-Name-Last: Ardyan Title: Selling relationship quality to increase salesperson performance in the pharmacy industry Abstract: The success of a salesperson's performance is determined by several factors. However, the factors influencing the success are still debatable. This study involved 259 salespeople by distributing 350 questionnaires. A random sample technique was applied in the study. The collected data were analysed using: non-response bias, Amos 21.0 and Sobel test. The results of the study show that the adaptive selling does not have a direct effect on the salesperson performance, but it has a significant indirect positive effect on the selling relationship quality. The customer orientation and the learning orientation have a significant positive effect on the selling relationship quality and the salesperson performance. Additionally, limitations of the study and areas for future research are presented in this paper. Journal: Int. J. of Services and Operations Management Pages: 262-285 Issue: 2 Volume: 33 Year: 2019 Keywords: pharmacy industry; adaptive selling; selling relationship quality; salesperson performance; customer orientation; learning orientation; customer networking; customer relationship; resources; customer respon capability; services. File-URL: http://www.inderscience.com/link.php?id=100289 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:33:y:2019:i:2:p:262-285 Template-Type: ReDIF-Article 1.0 Author-Name: Vijay Kumar Manupati Author-X-Name-First: Vijay Kumar Author-X-Name-Last: Manupati Author-Name: Chaitanya Gangal Author-X-Name-First: Chaitanya Author-X-Name-Last: Gangal Author-Name: M.L.R. Varela Author-X-Name-First: M.L.R. Author-X-Name-Last: Varela Author-Name: Mohammadsadegh Mobin Author-X-Name-First: Mohammadsadegh Author-X-Name-Last: Mobin Title: Application of value stream mapping for cycle time reduction in production of link and roller assembly Abstract: The advancements in manufacturing organisations are focused towards the direction of reducing the cycle times, lead times and different manufacturing costs for timely delivery of the product. This trend has led companies to exploit lean manufacturing principles which concentrate deeply on the reduction of the cycle times. This paper proposes a framework and develops a methodology for improving the performance in each stage of the considered manufacturing unit by maximising the value of the product through minimisation of waste. As a first step, the time required for all the processes in the manufacturing of the links and rollers had been identified using time and work study. Thereafter, in the second part, value stream mapping method (VSM) is used to determine the value added (VA) and non-value added (NVA) activities in the process. Moreover, the proposed approach and the framework is demonstrated and some managerial insights are derived from the numerical results. Journal: Int. J. of Services and Operations Management Pages: 135-158 Issue: 2 Volume: 33 Year: 2019 Keywords: lean thinking concepts; value stream mapping; VSM; cycle time. File-URL: http://www.inderscience.com/link.php?id=100290 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:33:y:2019:i:2:p:135-158 Template-Type: ReDIF-Article 1.0 Author-Name: Waqar Ahmed Author-X-Name-First: Waqar Author-X-Name-Last: Ahmed Author-Name: Mohammad Omar Author-X-Name-First: Mohammad Author-X-Name-Last: Omar Title: Drivers of supply chain transparency and its effects on performance measures in the automotive industry: case of a developing country Abstract: In this competitive era, the smooth flow of information with clarity and consistency has gained a lot of importance to improve decision making for managing logistics and distribution. This research investigates the factors important to augment supply chain transparency. Partial least squares structural equation modelling (PLS-SEM) is applied for an empirical validation of the proposed research model and to identify the factors contributing supply chain transparency (SCT) and outcomes of SCT on four performance indicators (i.e., operations, supplier, relational and technical performance). The questionnaire survey was utilised with 218 valid responses from supply chain professionals associated with automotive companies in Pakistan. The result reveals that SCT has a significant positive effect on various dimensions of supply chain performance. SCT influences high on operational performance and relational performance. The study will be beneficial for supply chain specialists in formulating strategies to improve distribution performance through improving transparency in their multitier supply chains. Journal: Int. J. of Services and Operations Management Pages: 159-186 Issue: 2 Volume: 33 Year: 2019 Keywords: supply chain transparency; SCT; supply chain visibility; disintermediation; system integration; trust; formalisation; FRM; relationship; operational; technical and performance; partial least squares structural equation modelling; PLS-SEM; automotive sector. File-URL: http://www.inderscience.com/link.php?id=100291 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:33:y:2019:i:2:p:159-186 Template-Type: ReDIF-Article 1.0 Author-Name: K. Jayaraman Author-X-Name-First: K. Author-X-Name-Last: Jayaraman Author-Name: Shin Yuin Khu Author-X-Name-First: Shin Yuin Author-X-Name-Last: Khu Author-Name: Shaian Kiumarsi Author-X-Name-First: Shaian Author-X-Name-Last: Kiumarsi Title: Emigrants' motivation business model for intention to participate in the Malaysia My Second Home program Abstract: In the modern days of advancement, people prefer to migrate from one country to another for change in lifestyle and better prospects in social, cultural, economic and environmental standards. The Malaysian Government is promoting Malaysia My Second Home (MM2H) program to attract more foreigners to settle down in Malaysia in order to boost the macro economy and tourism industry. The present article investigates the intention of Japanese and Indonesians towards choosing Malaysia as a second home. The findings of the study reveal that economic environment, social environment, political status, and retirement life were among the significant factors on the intention to consider getting a second home ownership. Surprisingly, the factors of attraction, safety and security were not found to be significant. It is understandable that only international tourists might consider destination attractiveness to be an important factor, but not second home seekers. Furthermore, Malaysia is a safer country to live. Journal: Int. J. of Services and Operations Management Pages: 187-207 Issue: 2 Volume: 33 Year: 2019 Keywords: second home; social environment; attraction; retirement life; safety and security; migration; Malays; Malaysia. File-URL: http://www.inderscience.com/link.php?id=100292 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:33:y:2019:i:2:p:187-207 Template-Type: ReDIF-Article 1.0 Author-Name: Alexander Appiah Author-X-Name-First: Alexander Author-X-Name-Last: Appiah Author-Name: Cosmos Benjamin Osei Author-X-Name-First: Cosmos Benjamin Author-X-Name-Last: Osei Title: Customers' perceptions and reactions in waiting lines: lessons from a contact service environment in a developing economy Abstract: This study took interest in evaluating customers' perceptions in waiting lines, measured by time wastage, neglect and boredom and their innate reactions, measured by service abandonment intentions towards satisfaction, loyalty and reuse behaviour during and after service experience. We collected data from bank customers in five regions of Ghana. 251 out of 309 questionnaires distributed were returned and found usable for data analysis. Our findings reflect the banking industry of Ghana characterised by little service differentiation and similar customer characteristics across service firms. This study's findings validate extant works on service firms' focus on their specific business dimensions while relegating the customer. Journal: Int. J. of Services and Operations Management Pages: 208-238 Issue: 2 Volume: 33 Year: 2019 Keywords: perceptions; reactions; waiting lines; contact service; abandonment intent; satisfaction; loyalty; reuse behaviour; developing economy. File-URL: http://www.inderscience.com/link.php?id=100293 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:33:y:2019:i:2:p:208-238 Template-Type: ReDIF-Article 1.0 Author-Name: R. Ben Ruben Author-X-Name-First: R. Ben Author-X-Name-Last: Ruben Author-Name: S. Vinodh Author-X-Name-First: S. Author-X-Name-Last: Vinodh Author-Name: P. Asokan Author-X-Name-First: P. Author-X-Name-Last: Asokan Title: Application of multi-grade fuzzy and ANFIS approaches for performance analysis of Lean Six Sigma system with sustainable considerations Abstract: Lean Six Sigma (LSS) is a manufacturing strategy that aims at improving the firm's competitiveness and operational performance through waste reduction and process variation. Sustainable manufacturing aims at creating manufactured products with minimal negative environmental impacts. In order to facilitate zero defects and improve their sustainable performance, manufacturing firms have started to adopt both LSS and sustainable manufacturing strategies to attain integrated benefits. This article reports a research carried out to analyse the performance of LSS system integrated with sustainability considerations using multi grade fuzzy (MGF) and adaptive neuro fuzzy inference system (ANFIS) approaches. During this research, a performance assessment model was designed. The score based on MGF approach is found to be 6.74 and that of ANFIS approach is 6.51. Based on computation, the case organisation was found to possess 'strong LSS performance with sustainability considerations'. The study could facilitate improvement in LSS performance incorporated with sustainability aspects. Journal: Int. J. of Services and Operations Management Pages: 239-261 Issue: 2 Volume: 33 Year: 2019 Keywords: Lean Six Sigma; LSS; sustainable manufacturing; performance evaluation; multi grade fuzzy; MGF; adaptive neuro fuzzy inference system; ANFIS. File-URL: http://www.inderscience.com/link.php?id=100294 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:33:y:2019:i:2:p:239-261 Template-Type: ReDIF-Article 1.0 Author-Name: S.M. Shahidul Islam Author-X-Name-First: S.M. Shahidul Author-X-Name-Last: Islam Author-Name: Mohammad Abdul Hoque Author-X-Name-First: Mohammad Abdul Author-X-Name-Last: Hoque Title: An optimal policy for three-tier supply chain for processing an agricultural product with a stochastic demand Abstract: Agricultural products are very common in our daily life. A few works limited to a two-tier supply chain (SC) of these products, have been carried out by controlling their management cost. This study develops a threetier SC model of processing an agricultural product with a stochastic demand, consisting of a single seasonal supplier, a single manufacturer and multiple retailers. A safety stock is maintained to meet extra demand. The objective is to identify the number of shipments and the shipment sizes in a cycle to be delivered to the manufacturer and the retailers in order to minimise the chain-wide cost. We develop two optimal solution methods to the model. These methods and the parallel multiple jumps technique used to find integer solutions are summarised in an algorithm to obtain global optimal solutions to the concerned problems. Managerial insight of this model is highlighted with a numerical illustration. Journal: Int. J. of Services and Operations Management Pages: 287-310 Issue: 3 Volume: 33 Year: 2019 Keywords: agricultural product; inventory; lot size; stochastic demand; supply chain; integer solution; optimal policy; safety stock; three-tier. File-URL: http://www.inderscience.com/link.php?id=100969 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:33:y:2019:i:3:p:287-310 Template-Type: ReDIF-Article 1.0 Author-Name: Mushtaq A. Siddiqi Author-X-Name-First: Mushtaq A. Author-X-Name-Last: Siddiqi Author-Name: Manvinder Singh Tandon Author-X-Name-First: Manvinder Singh Author-X-Name-Last: Tandon Author-Name: Owais Ahmed Author-X-Name-First: Owais Author-X-Name-Last: Ahmed Title: Leader member exchange leading service employee desired job outcomes and performance: an Indian evidence Abstract: Leader member exchange theory, being an emergent theory in leadership literature, has been associated with several desired job outcomes in past. However, least research is conducted regarding job outcomes like service employee satisfaction, trust and service performance particularly in an Asian context. To plug the gap, the current study examines leader member exchange in relationship with desired employee job outcomes like employee satisfaction and trust and its influence on service performance. The current study is also an endeavour to be first research study examining the relationship in Indian service industry with integration of insurance, banking and postal service organizations. The study is conducted in Kashmir region, the northern most part of India that offers valuable findings, implications and suggestions regarding betterment of leader member exchange quality, desired job outcomes and employee service performance. Journal: Int. J. of Services and Operations Management Pages: 311-330 Issue: 3 Volume: 33 Year: 2019 Keywords: leader member exchange; LMX; job outcomes; job satisfaction; employee trust; service performance. File-URL: http://www.inderscience.com/link.php?id=100970 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:33:y:2019:i:3:p:311-330 Template-Type: ReDIF-Article 1.0 Author-Name: Mohd Sadiq Author-X-Name-First: Mohd Author-X-Name-Last: Sadiq Author-Name: Mohd Adil Author-X-Name-First: Mohd Author-X-Name-Last: Adil Author-Name: Mohammed Naved Khan Author-X-Name-First: Mohammed Naved Author-X-Name-Last: Khan Title: Automated banks' service quality in developing economy: empirical evidences from India Abstract: The aim of this study is to examine customers' perceived '<i>service quality</i>', '<i>customer satisfaction</i>', '<i>positive word of mouth</i>' (+WOM) and '<i>problems encountered</i>' at automated teller machine (ATMs) of Indian retail banks. It also attempts to propose a modified and refined Parasuraman's SERVQUAL scale relevant for the Indian context as also suggests a comprehensive model for measuring automated service quality at bank ATMs. A structured questionnaire, drawn together from literature, was used to collect data from a total of 219 ATM customers. The proposed refined scale has been tested for dimensionality, reliability, and validity and the research model was tested for validation through structural equation model (SEM) using LISREL 8.50. Research results indicate that expectations of ATM patrons in India were not being fully met. The highest gap score was observed for 'convenience' dimension followed by 'tangibles'. Results also show that service quality and customer satisfaction effect WOM positively and significantly while problems encountered had a negative impact on customer expectations. Journal: Int. J. of Services and Operations Management Pages: 331-350 Issue: 3 Volume: 33 Year: 2019 Keywords: service quality; bank; automated teller machine; ATM; confirmatory factor analysis; CFA; India. File-URL: http://www.inderscience.com/link.php?id=100971 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:33:y:2019:i:3:p:331-350 Template-Type: ReDIF-Article 1.0 Author-Name: Chieh Lee Author-X-Name-First: Chieh Author-X-Name-Last: Lee Author-Name: Xun Xu Author-X-Name-First: Xun Author-X-Name-Last: Xu Author-Name: Chia-Chi Hsu Author-X-Name-First: Chia-Chi Author-X-Name-Last: Hsu Title: Maximising manufacturer's profit in a dual-channel supply chain with disruption risk Abstract: With the rapid development of the e-commerce, more customer demands are generated through online sales channels. Together with traditional sales channels through retailers, the manufacturers need to implement the dual supply chain management to enhance their performance. However, both of the online and traditional sales channels might face various sources of disruption risks under the globalisation and the high complexity of the supply chain network. Using a theoretical modelling approach, three industrial cases, and sensitivity analysis, we discuss the optimal pricing strategy of manufacturer in the dual channel supply chain with disruption risks. We find that the influential factors of maximising profits of a manufacturer include its pricing strategy, product market share, disruption risk probabilities, and product distribution proportion between the online and offline channels. Journal: Int. J. of Services and Operations Management Pages: 351-368 Issue: 3 Volume: 33 Year: 2019 Keywords: supply chain management; dual channel; supply chain risk; pricing; disruption risk. File-URL: http://www.inderscience.com/link.php?id=100972 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:33:y:2019:i:3:p:351-368 Template-Type: ReDIF-Article 1.0 Author-Name: Goutam Kumar Kundu Author-X-Name-First: Goutam Kumar Author-X-Name-Last: Kundu Author-Name: Jyoti Prakas Majumdar Author-X-Name-First: Jyoti Prakas Author-X-Name-Last: Majumdar Title: A checklist for readiness evaluation of participants area of AACSB standards Abstract: This paper aims to develop a checklist by carrying out a detailed analysis of the requirements of the Association to Advance Collegiate Schools of Business (AACSB) standards relating to the participants area, for evaluation of implementation readiness in a business school setting. The study adopted a multi-method approach for developing the final version of the checklist. The paper presents an articulated procedure that was followed for the development of the checklist. The checklist was developed and applied over the course of systematic reviews in a business school setting. The present study has developed the checklist comprising the requirements of the standards related to the participant's area only. In the near future, the authors intend to develop checklists for the remaining areas of AACSB standards. The checklist presented in this paper should be useful to the academic institutions that are planning to implement AACSB standards for accreditation or are interested in changing their current processes following AACSB standards. Journal: Int. J. of Services and Operations Management Pages: 369-394 Issue: 3 Volume: 33 Year: 2019 Keywords: checklist; accreditation; Association to Advance Collegiate Schools of Business; AACSB; standard; participants. File-URL: http://www.inderscience.com/link.php?id=100973 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:33:y:2019:i:3:p:369-394 Template-Type: ReDIF-Article 1.0 Author-Name: Salmi Mohd Isa Author-X-Name-First: Salmi Mohd Author-X-Name-Last: Isa Author-Name: Shaian Kiumarsi Author-X-Name-First: Shaian Author-X-Name-Last: Kiumarsi Title: The impact of service quality in postal services: the mediating role of self-service technology Abstract: This research explores the adoption of self-service technologies (SST) among customer in the postal service industry, specifically in the postal service in the Malaysia. A structured questionnaire was designed to elicit the customer responses. Data were collected from the 268 respondents but only 260 were found usable for the data analysis. The responses were analysed using the VB-SEM statistical technique using Smart-PLS software towards testing the proposed model. The research findings found that the responsiveness, assurance and self-service technologies have significant relationships with the customer satisfaction. In terms of mediation effect of SST, only reliability was found to have a positive relationship with the customer satisfaction and SST were found to partially mediate the relationship of the SERVQUAL dimensions and customer satisfaction. This study contributes to literature in the postal service industry especially in the Malaysia in managing their customer satisfaction. It is evident that the responsiveness drives the satisfaction of the customers. The SST introduced by the post office in the Malaysia is useful tools for customers. Journal: Int. J. of Services and Operations Management Pages: 395-419 Issue: 3 Volume: 33 Year: 2019 Keywords: service quality; customer satisfaction; self-service technology; SST; postal service. File-URL: http://www.inderscience.com/link.php?id=100974 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:33:y:2019:i:3:p:395-419 Template-Type: ReDIF-Article 1.0 Author-Name: Cheng Ling Tan Author-X-Name-First: Cheng Ling Author-X-Name-Last: Tan Author-Name: Wei Lip Tan Author-X-Name-First: Wei Lip Author-X-Name-Last: Tan Author-Name: Sook Fern Yeo Author-X-Name-First: Sook Fern Author-X-Name-Last: Yeo Title: Do IT integration and decision-making integration influence service operation performance? Empirical evidence from electrical and electronics distribution firms Abstract: This study aims to investigate the relationships between IT integration, decision-making integration, and service operation performance among the electrical and electronic (E%E) distribution firms located in ASEAN. Based on this premise, a model linking IT integration, decision-making integration, and service operation performance are tested. A self-administered questionnaire was employed for data collection. A total of 83 respondents were taking part in this study. Smart partial least square (PLS) and Statistical Package for Social Sciences (SPSS) packages were utilised to analyse the data. The analysis results revealed that IT planning and business process integration has a significant relationship with service operation performance. The implication of this study enables the E%E distribution firms in ASEAN to better understand the relationship between IT integration, decision-making integration, and service operation performance. Journal: Int. J. of Services and Operations Management Pages: 423-441 Issue: 4 Volume: 33 Year: 2019 Keywords: IT integration; decision-making integration; service operation performance; electrical and electronic; communication; planning; flexibility; modularity; business process integration; cross-functional team. File-URL: http://www.inderscience.com/link.php?id=101577 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:33:y:2019:i:4:p:423-441 Template-Type: ReDIF-Article 1.0 Author-Name: Pawoumodom M. Takouda Author-X-Name-First: Pawoumodom M. Author-X-Name-Last: Takouda Author-Name: Mohamed Dia Author-X-Name-First: Mohamed Author-X-Name-Last: Dia Title: An empirical study of the performance of Canadian-owned chains of retail stores Abstract: The performance of a sample of public Canadian-owned chains of retail stores is assessed using data envelopment analysis over the 15 years spanning the period from 2000 to 2014. Our analysis shows that the chains of food and beverage retail stores presented the best practices. In addition, we found that the impact of the 2008 financial crisis on the performance of the chains of retail stores was statistically significant only for the scale efficiencies. A similar result was found while investigating differences in efficiency between the firms that had international operations and the ones that focused only on the domestic market. Journal: Int. J. of Services and Operations Management Pages: 512-528 Issue: 4 Volume: 33 Year: 2019 Keywords: performance measurement; data envelopment analysis; retail industry; Canada. File-URL: http://www.inderscience.com/link.php?id=101578 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:33:y:2019:i:4:p:512-528 Template-Type: ReDIF-Article 1.0 Author-Name: S. Amaladhasan Author-X-Name-First: S. Author-X-Name-Last: Amaladhasan Author-Name: P. Parthiban Author-X-Name-First: P. Author-X-Name-Last: Parthiban Author-Name: R. Dhanalakshmi Author-X-Name-First: R. Author-X-Name-Last: Dhanalakshmi Title: Green supply chain performance evaluation model for automotive manufacturing industries by using eco-balanced scorecard Abstract: This paper presents initial key performance indicators for green supply chain evaluation for automotive companies using eco-balanced scorecard (EBSC). Balanced scorecard consists of four perspectives such as financial, customer, learning and growth, and internal business process, here fifth perspective as an environment is included. Drawing on the five perspectives of an EBSC, this paper first summarised the evaluation indexes synthesised from the literature relating to green supply chain performance. Furthermore, the relative weights of the chosen evaluation indexes were calculated from fuzzy-analytic hierarchy process and further, the two multi-criteria decision making analytical tools of fuzzy-VIKOR and gray relational analysis were respectively adapted to rank the green supply chain performance and improve the gaps with five industries as an empirical example. It shows that the proposed fuzzy-MCDM evaluation model of green supply chain performance using the EBSC framework can be a useful and effective assessment tool. Journal: Int. J. of Services and Operations Management Pages: 442-467 Issue: 4 Volume: 33 Year: 2019 Keywords: green supply chain management; key performance indicators; eco-balanced scorecard; EBSC; fuzzy-VIKOR; grey relational analysis; GRA. File-URL: http://www.inderscience.com/link.php?id=101579 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:33:y:2019:i:4:p:442-467 Template-Type: ReDIF-Article 1.0 Author-Name: Hiba Yahyaoui Author-X-Name-First: Hiba Author-X-Name-Last: Yahyaoui Author-Name: Saoussen Krichen Author-X-Name-First: Saoussen Author-X-Name-Last: Krichen Author-Name: Abdelkader Dekdouk Author-X-Name-First: Abdelkader Author-X-Name-Last: Dekdouk Title: A hyper-heuristic framework for solving the delivery problem with time windows Abstract: We address in this paper a delivery process with time requirements in the supply chain stated as follows: orders launched from customers are centralised and assigned to firms' depots for the delivery process. The consideration of a depot and a set of customers belonging to different firms are seen as a VRPTW that serves n customers using a subset of vehicles. We implement in this paper a DSS that handles the delivering activity in the supply chain. The DSS embeds a GRASP and genetic components for generating promising solution in a concurrently run time. In addition we proposed a V NSH-based hyper-heuristic that tries to select the most accurate neighbourhood at each iteration to apply according to its previous performance. Simulation results are conducted on Solomon's benchmarks. The DSS recorded very competitive results regarding state-of-the-art approaches. Journal: Int. J. of Services and Operations Management Pages: 529-544 Issue: 4 Volume: 33 Year: 2019 Keywords: hybrid genetic algorithm; variable neighbourhood search; VRPTW; hyper-heuristic. File-URL: http://www.inderscience.com/link.php?id=101580 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:33:y:2019:i:4:p:529-544 Template-Type: ReDIF-Article 1.0 Author-Name: P. Manivel Author-X-Name-First: P. Author-X-Name-Last: Manivel Author-Name: Rajesh Ranganathan Author-X-Name-First: Rajesh Author-X-Name-Last: Ranganathan Title: An efficient supplier selection model for hospital pharmacy through fuzzy AHP and fuzzy TOPSIS Abstract: This article investigates the significance of supplier selection process in hospital pharmacy. Normally, high quality services, inventory and customer satisfaction is influenced mostly by the supplier selection criteria such as cost, delivery of the product, service, flexibility with the consumer, etc. The uncertainty during supplier selection could be handled by MCDM techniques. A methodology is developed to analyze the qualitative and quantitative variables involved in the supplier selection process and it is illustrated with the case study of a hospital pharmacy. This paper analyze the alternatives, criteria and sub criteria of the supplier selection process by multi criteria decision making approach of fuzzy analytic heuristic process (FAHP) and fuzzy technique for order of preference by similarity to ideal solution (FTOPSIS) methods. Finally compare the results obtained by FAHP and FTOPSIS methods and select the appropriate supplier which helps to improve the efficiency of the pharmacy. Journal: Int. J. of Services and Operations Management Pages: 468-493 Issue: 4 Volume: 33 Year: 2019 Keywords: supplier selection; fuzzy AHP; MCDM techniques; hospital pharmacy; inventory; services; operations management. File-URL: http://www.inderscience.com/link.php?id=101588 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:33:y:2019:i:4:p:468-493 Template-Type: ReDIF-Article 1.0 Author-Name: Youssef Harrath Author-X-Name-First: Youssef Author-X-Name-Last: Harrath Author-Name: Amine Mahjoub Author-X-Name-First: Amine Author-X-Name-Last: Mahjoub Author-Name: Jihene Kaabi Author-X-Name-First: Jihene Author-X-Name-Last: Kaabi Title: A multi-objective genetic algorithm to solve a single machine scheduling problem with setup-times Abstract: The objective of this research is to study the one machine scheduling problem with setup-times. Two objectives were considered; the completion time and the total weighted tardiness. Only the static version of the problem was treated. The problem is NP-hard and not approximable. We proposed a multi-objective genetic algorithm with new crossover operators to solve the problem. To validate the algorithm, we conducted an intensive experimental study, which showed that the new operators allowed the genetic algorithm to generate Pareto optimal solutions close to many developed lower bounds. Journal: Int. J. of Services and Operations Management Pages: 494-511 Issue: 4 Volume: 33 Year: 2019 Keywords: scheduling; completion time; total weighted tardiness; genetic algorithm; multi-objective optimisation. File-URL: http://www.inderscience.com/link.php?id=101589 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:33:y:2019:i:4:p:494-511 Template-Type: ReDIF-Article 1.0 Author-Name: Waleed A. Aziz Author-X-Name-First: Waleed A. Author-X-Name-Last: Aziz Title: Business process reengineering impact on SMEs operations: evidences from GCC region Abstract: Pioneered in the 1990s, business process reengineering (BPR) is focused on value addition. The theory and practice of business reengineering have evolved over the years with globalisation and technology becoming key parts of business. Despite these changes, BPR implementation in SMEs has received limited attention. Given that SMEs play an important role in the economic growth of different regions, the investigation of BPR implementation in these businesses is as important as their role in large organisations. This paper determines the key components of successful BPR in SMEs. The study found out that the basic components of BPR can remain constant when implementing them in SMEs. However, managers should ensure that they integrate SME-specific issues in their BPR decision making. The paper identifies the existing gaps in SME implementation of BPR. The developed framework identifies organisational culture, knowledge, resources, and technology as the key factors in successfully BPR management. Journal: Int. J. of Services and Operations Management Pages: 545-562 Issue: 4 Volume: 33 Year: 2019 Keywords: small and medium-sized enterprises; SMEs; business reengineering; GCC; business operations. File-URL: http://www.inderscience.com/link.php?id=101590 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:33:y:2019:i:4:p:545-562 Template-Type: ReDIF-Article 1.0 Author-Name: A. Vasumathi Author-X-Name-First: A. Author-X-Name-Last: Vasumathi Author-Name: Mary T. Sagaya Author-X-Name-First: Mary T. Author-X-Name-Last: Sagaya Author-Name: Kameswara Rao Poranki Author-X-Name-First: Kameswara Rao Author-X-Name-Last: Poranki Title: The impact of emotional intelligence on work life balance among the faculty members' performance in the private universities using multivariate analysis, Tamil Nadu, India - an empirical study Abstract: In today's competitive scenario of the educational institutions, the ability to work with emotion is a vital part of any individual's skill set. The excellence in the performance of the work is achieved at the cost of the personal life. Any human being expects an excellent living, it requires a balance between work life and family life becomes inevitable. Emotional intelligence is an essential factor responsible for better performance in work and family life and it facilitate to minimise the stress. In this regard, the researchers have selected three private universities for the study to find out the impact of emotional intelligence on work life balance among the faculty members' performance in Tamil Nadu, India. The discriminant analysis proved that there is a significant association between the universities and the determinants of EI and WLB. The conjoint analysis revealed the important attributes of EI and WLB and the best and least possible combinations for the impact of EI on WLB. The study found that the faculty members with high EI would plan their work properly which would helpful in avoiding long working hours and conducting meeting after office hours. Journal: Int. J. of Services and Operations Management Pages: 1-20 Issue: 1 Volume: 34 Year: 2019 Keywords: emotional intelligence; work life balance; life work balance; conflict; stress and performance. File-URL: http://www.inderscience.com/link.php?id=102028 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:34:y:2019:i:1:p:1-20 Template-Type: ReDIF-Article 1.0 Author-Name: Deep Shah Author-X-Name-First: Deep Author-X-Name-Last: Shah Author-Name: A. Aakash Author-X-Name-First: A. Author-X-Name-Last: Aakash Author-Name: R. Vimal Samsingh Author-X-Name-First: R. Vimal Author-X-Name-Last: Samsingh Title: Element-capacity difference algorithm for optimal bin packing Abstract: In this paper, the NP-complete problem of 1D bin packing is considered. In the 'bin packing problem', a set of numbers or elements that need to be loaded in the bins is considered. The total load of the elements in any bin must not exceed the bin size or bin capacity. These elements must be packed or loaded in the bins in such a way that there is minimum amount of space left in each bin and the number of bins to be used is minimised. A new algorithm, which helps in tackling the bin packing problem, by giving optimal solutions in minimum time, is presented. The algorithms currently in use, requires the elements to be sorted before the loading. The algorithm discussed in this paper avoids the sorting operation before the loading while giving the same best fit results. Journal: Int. J. of Services and Operations Management Pages: 21-32 Issue: 1 Volume: 34 Year: 2019 Keywords: bin packing; sorting; optimal solution; element capacity difference. File-URL: http://www.inderscience.com/link.php?id=102029 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:34:y:2019:i:1:p:21-32 Template-Type: ReDIF-Article 1.0 Author-Name: Ferdous Sarwar Author-X-Name-First: Ferdous Author-X-Name-Last: Sarwar Title: Multi-objective assembly line balancing problem under uncertainty using genetic algorithm Abstract: This paper addresses the single-model multi-objective assembly line balancing (ALB) problem with fuzzy processing time. A fuzzy optimisation model is formulated for the problem. In the classical mathematical formulation of SALBP, the relevant data are considered deterministic. But, the data of the real world problems are imprecise, vague or uncertain. The input data should be estimated within uncertainty represented by a fuzzy number. The concept of fuzzy numbers is introduced to treat imprecise data, such as the processing time of each task. Due to the NP-hard nature of the ALB problem, heuristics are used to solve real life cases. In this paper, an efficient heuristic is proposed to solve the fuzzy multi-objective ALB problem. The proposed heuristic is based on genetic algorithm (GA) that is efficient to handle fuzzy job time through the evolution process. As the proposed algorithm can find out the optimum solution as a trade-off among several objectives, it outperforms the existing heuristics on several test cases. The proposed algorithm can be effectively used in the design phase of an assembly line. Journal: Int. J. of Services and Operations Management Pages: 33-47 Issue: 1 Volume: 34 Year: 2019 Keywords: assembly line balancing; ALB; genetic algorithms; GA; multi-objective optimisation; fuzzy numbers. File-URL: http://www.inderscience.com/link.php?id=102030 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:34:y:2019:i:1:p:33-47 Template-Type: ReDIF-Article 1.0 Author-Name: Mohammad Mehdi Movahedi Author-X-Name-First: Mohammad Mehdi Author-X-Name-Last: Movahedi Author-Name: Nima Saeidi Author-X-Name-First: Nima Author-X-Name-Last: Saeidi Author-Name: Mehdi Fathabadi Author-X-Name-First: Mehdi Author-X-Name-Last: Fathabadi Title: A study on the supplier selection for outsourcing in Iran's railway Abstract: In today's competitive environment, industries are more vulnerable to economic changes. To help them keep better quality, higher productivity and low costs, it is necessary to have a right strategy. Therefore, the goal of this paper is to introduce outsourcing strategy as a tool for enhancing the organisational productivity by selecting the best supplier. Consequently, first, 30 suppliers that provide services/goods to Iran's Railway were selected and the amount of products/services provided by each supplier were determined in respect to the goals set by the company. Then the most important criteria were determined for the evaluation of the suppliers of Iran's railway. Following, the suppliers' efficiency degree was determined using DEA method. Finally, the suppliers were ranked through crossing efficiency matrix. The results indicate that the supplier 25 is the most efficient followed by the suppliers 2 and 4 respectively. Journal: Int. J. of Services and Operations Management Pages: 48-64 Issue: 1 Volume: 34 Year: 2019 Keywords: railway; outsourcing; data envelopment analysis; DEA; supplier selection; goal programming; GP; Iran. File-URL: http://www.inderscience.com/link.php?id=102031 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:34:y:2019:i:1:p:48-64 Template-Type: ReDIF-Article 1.0 Author-Name: Ali Nazeri Author-X-Name-First: Ali Author-X-Name-Last: Nazeri Author-Name: Rahman Soofifard Author-X-Name-First: Rahman Author-X-Name-Last: Soofifard Author-Name: Mohsen Ebrahimi Author-X-Name-First: Mohsen Author-X-Name-Last: Ebrahimi Author-Name: Ladan Babayof Author-X-Name-First: Ladan Author-X-Name-Last: Babayof Title: The effect of the internet banking service quality on customer satisfaction (case study: Refah bank in Tehran) Abstract: Along with emergence of the electronic banking services, its quality as a known competitive advantage has had direct impact on customer satisfaction. This study aimed at measuring the impact of the internet banking service quality dimensions on customer satisfaction in the Refah bank of Tehran. Hypotheses investigated the effect of features, functionality and beauty of the site, reliability, responsiveness, performance, efficiency, privacy, information security, system availability, ease of use, customers' openness towards green technology and services of internet banking on satisfaction of the bank' customers. Statistical population of the study was all customers of Refah bank branches in Tehran and 400 people were selected as sample that a standard questionnaire including 58 questions was distributed among them. PLS Smart structural equation modelling software was used for testing hypotheses. Results confirmed positive effect of eleven dimensions of the electronic banking service quality on customer satisfaction. Meanwhile performance (fulfilment) dimension had the greatest impact on the bank customers' satisfaction. Journal: Int. J. of Services and Operations Management Pages: 65-80 Issue: 1 Volume: 34 Year: 2019 Keywords: quality of banking services; internet banking; customer satisfaction; partial least squares method. File-URL: http://www.inderscience.com/link.php?id=102032 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:34:y:2019:i:1:p:65-80 Template-Type: ReDIF-Article 1.0 Author-Name: Mohammed Alsaggaf Author-X-Name-First: Mohammed Author-X-Name-Last: Alsaggaf Author-Name: Kevin Lü Author-X-Name-First: Kevin Author-X-Name-Last: Lü Author-Name: Xiaoying Li Author-X-Name-First: Xiaoying Author-X-Name-Last: Li Title: Electronic word-of-mouth in the mobile service sector: the role of service quality and customer emotional response Abstract: It is essential for mobile service providers to deliver high quality services that could attain customer's positive emotions, as this will encourage them to spread positive eWOM. This study aimed to investigate the effects of service quality on electronic word-of-mouth (eWOM) via customer emotional responses as mediators in the mobile industry. We developed a research framework based on stimuli-organism-response (SOR) theory that helps to analyse the aspects of service quality affecting customer behavioural intention. A total of 582 surveys are analysed using structural equation modelling. There are three main findings; first, this study indicated that service quality tangibility and empathy are not associated with customer pleasure. We further found that there is a positive relationship between customer pleasure from service quality and intention to engage in online reviewing. Third, across genders, there is a significant difference in the relationship between service quality and eWOM intention via the mediation of emotional response. Journal: Int. J. of Services and Operations Management Pages: 81-110 Issue: 1 Volume: 34 Year: 2019 Keywords: service quality; electronic word-of-mouth; eWOM; customer emotion; customer behaviour; structural equation modelling; SEM. File-URL: http://www.inderscience.com/link.php?id=102033 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:34:y:2019:i:1:p:81-110 Template-Type: ReDIF-Article 1.0 Author-Name: R. Uthayakumar Author-X-Name-First: R. Author-X-Name-Last: Uthayakumar Author-Name: S. Tharani Author-X-Name-First: S. Author-X-Name-Last: Tharani Title: Inventory lot-size policies for deteriorating items with expiration dates, advance payments and shortages under trade credit Abstract: For deteriorating items with seasonal demand, it is assumed that the payment will be made to the supplier in three consignments such as a fraction of acquisition cost is prepaid and the remaining cost is divided into two payments. This paper provides a better bound for both vendor and buyer and also more beneficial for both retailer and buyer which do not concern the status of the member. The model is derived under three different circumstances depending on the time of occurrence of shortages, credit period and cycle time. We then characterise the optimal replenishment cycle time and optimal total cost by providing the theorem and lemmas. Finally we run numerical examples to illustrate the problem and provide some managerial insights. Journal: Int. J. of Services and Operations Management Pages: 111-140 Issue: 1 Volume: 34 Year: 2019 Keywords: inventory; prepayments; trade credit; maximum lifetime. File-URL: http://www.inderscience.com/link.php?id=102034 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:34:y:2019:i:1:p:111-140 Template-Type: ReDIF-Article 1.0 Author-Name: M. Shunmugasundaram Author-X-Name-First: M. Author-X-Name-Last: Shunmugasundaram Author-Name: V. Anbumalar Author-X-Name-First: V. Author-X-Name-Last: Anbumalar Author-Name: P. Anand Author-X-Name-First: P. Author-X-Name-Last: Anand Author-Name: P. Sivakumar Author-X-Name-First: P. Author-X-Name-Last: Sivakumar Author-Name: S. Nagarajan Author-X-Name-First: S. Author-X-Name-Last: Nagarajan Title: Design of cellular manufacturing system for power press industry to reduce total travelling time by hybrid algorithm Abstract: Part family identification and machine cell formation are the two major steps in cellular manufacturing system. Cell formation is a complex process and there are several approaches for this purpose vis., array based clustering, agglomerative clustering, mathematical programming, graph partitioning and non-traditional methods. The problem with first two approaches is that the quality of the solution is dependent of the initial part machine incidence matrix. A new algorithm for cell formation combining the techniques of array based clustering and agglomerative clustering is proposed. The above proposed method is tested by using standard problems and compared with other method results for the same standard problems. Grouping efficiency is the most widely used measures of quality for cellular manufacturing systems. The proposed algorithm is used to form manufacturing cells in a power press industry to increase productivity by reducing total travelling time. Journal: Int. J. of Services and Operations Management Pages: 141-158 Issue: 2 Volume: 34 Year: 2019 Keywords: cellular layout; array based clustering; agglomerative clustering; hybrid algorithm; total travelling time; TTT. File-URL: http://www.inderscience.com/link.php?id=103056 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:34:y:2019:i:2:p:141-158 Template-Type: ReDIF-Article 1.0 Author-Name: Marsa Ghafourian Author-X-Name-First: Marsa Author-X-Name-Last: Ghafourian Author-Name: Hadi Shirouyehzad Author-X-Name-First: Hadi Author-X-Name-Last: Shirouyehzad Title: Classification of the critical success factors in sustainable supply chain management using interpretive structural modelling Abstract: Due to the negative effects of the current way of life and industry on mankind's future, sustainable development has become one of the main factors in organisation's success. One of the strategies to achieve sustainable development is sustaining the supply chain of the organisation and industries. Identification of critical success factors is essential for any organisation in order to achieve the organisation's goals and missions. This study tried to identify critical success factors of sustainable supply chain to prioritise and determine the level of each factor. Success factors were extracted using literature review and experts' opinion. Then, the interpretive structural modelling was used to determine relationships and levels of each factor. 'Cultural and language differences' was identified as the most influential factor and 'information and transparency' was identified as the most impressionable factor in sustaining the supply chains. In addition, the results indicate a relatively strong relationship between identified factors. Journal: Int. J. of Services and Operations Management Pages: 159-179 Issue: 2 Volume: 34 Year: 2019 Keywords: supply chain management; SCM; sustainability; critical success factors; CSFs; interpretive structural modelling; ISM. File-URL: http://www.inderscience.com/link.php?id=103057 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:34:y:2019:i:2:p:159-179 Template-Type: ReDIF-Article 1.0 Author-Name: Naveen Kumar Author-X-Name-First: Naveen Author-X-Name-Last: Kumar Author-Name: Kaliyan Mathiyazhagan Author-X-Name-First: Kaliyan Author-X-Name-Last: Mathiyazhagan Title: Manufacturing excellence in the Indian automobile industry through sustainable lean manufacturing: a case study Abstract: Sustainable lean manufacturing (SLM) in automobile industry is an important pillar of survival in this competitive world. SLM has focused on profit of an organisation by ensuring sustained good quality products and meeting customer demands. In a competitive era, the present study focuses on developing a practical implementation of SLM and explains its practical implementation through descriptive models drawn by the researchers. This study focuses on implementation of lean manufacturing in the automotive industry in the assembly, machining and moulding shops. It special deals with all kinds of waste (overproduction, inventory, waiting, rework and rejection) in the industry. After analysing the waste level, it focuses on factors important to implementing lean manufacturing and provides a draft list of factors in the areas where the industry is found to have some gaps. With the help of an earlier research model, the lean implementation Gantt chart is made following the researcher's guidelines. After lean implementation, waste in industry is reduced as per the target setting; and the focus now shifts to sustainability of the implemented action. The changes added for sustainability of the system constitute guidelines so that if there is any change in organisation actions, sustainability is still ensured. Journal: Int. J. of Services and Operations Management Pages: 180-196 Issue: 2 Volume: 34 Year: 2019 Keywords: manufacturing excellence; sustainable lean manufacturing; SLM; waste; automotive industry; case study; Indian. File-URL: http://www.inderscience.com/link.php?id=103058 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:34:y:2019:i:2:p:180-196 Template-Type: ReDIF-Article 1.0 Author-Name: Seyed Fathollah Amiri Aghdaie Author-X-Name-First: Seyed Fathollah Amiri Author-X-Name-Last: Aghdaie Author-Name: Hadi Teimouri Author-X-Name-First: Hadi Author-X-Name-Last: Teimouri Author-Name: Seyed Hasan Hosseini Author-X-Name-First: Seyed Hasan Author-X-Name-Last: Hosseini Title: The impact of management social intelligence on socio-cultural advertising effectiveness (case study: socio-cultural advertising of Isfahan city) Abstract: This study was conducted to analyses the effect that social intelligence of managers could have on socio-cultural advertising effectiveness in a number of organisations engaged in socio-cultural advertising in Isfahan city. The statistical population consisted partly of the executive officers and experts in nine selected organisations who were involved in development of socio-cultural advertising. In addition, for assessment of the socio-cultural advertising effectiveness, the citizens exposed to this advertising were addressed as well. Due to the large number of the latter group, using Cochran formula for infinite population the sample size was set at 320. The collected data were analysed in SMART PLS and SPSS Environment. The findings indicated a positive and significant relationship between managers' social intelligence (and its components) and socio-cultural Advertising effectiveness. In addition, the results indicated that social skill and social information processing ability played a major role, relative to social awareness, in socio-cultural advertising effectiveness. Journal: Int. J. of Services and Operations Management Pages: 197-209 Issue: 2 Volume: 34 Year: 2019 Keywords: socio-cultural advertising effectiveness; social intelligence; social awareness; social information processing; social skill. File-URL: http://www.inderscience.com/link.php?id=103059 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:34:y:2019:i:2:p:197-209 Template-Type: ReDIF-Article 1.0 Author-Name: Arash Shahin Author-X-Name-First: Arash Author-X-Name-Last: Shahin Author-Name: Hamze Kazemi Mahyari Author-X-Name-First: Hamze Kazemi Author-X-Name-Last: Mahyari Title: Identifying and evaluating cognitive factors influencing the acceptance of mobile payment services Abstract: The aim of this study is to identify and evaluate cognitive factors influencing the acceptance of mobile payments services (MPS). For this purpose, eight cognitive factors have been identified, a conceptual framework has been developed and the construct relations have been determined. Data has been collected from 2010 Iranian students. Structural equation modelling (SEM) has been used for data analysis. Findings imply that perceived compatibility, perceived usefulness, perceived ease of use, perceived risk, perceived security and trust and perceived enjoyment influenced acceptance of MPS. Perceived expressiveness and perceived trust did not influence acceptance of MPS. Journal: Int. J. of Services and Operations Management Pages: 210-227 Issue: 2 Volume: 34 Year: 2019 Keywords: cognitive factors; mobile payment service; technology acceptance; structural equation modelling. File-URL: http://www.inderscience.com/link.php?id=103060 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:34:y:2019:i:2:p:210-227 Template-Type: ReDIF-Article 1.0 Author-Name: Mohammad Javad Ershadi Author-X-Name-First: Mohammad Javad Author-X-Name-Last: Ershadi Author-Name: Seyed Taghi Akhavan Niaki Author-X-Name-First: Seyed Taghi Akhavan Author-X-Name-Last: Niaki Author-Name: Razieh Sadeghee Author-X-Name-First: Razieh Author-X-Name-Last: Sadeghee Title: Evaluation and improvement of service quality in information technology department of a detergent production company using the SERVQUAL approach Abstract: Nowadays organisations are seeking for effective ways to compete with their competitors, where internal services play one of the main roles. The information technology (IT) service is an integral part involved in internal services, the ones usually associated with high costs. Therefore, performance appraisal of the personnel of IT department is one of the most important tasks of organisation managers. In this paper, various common appraisal models used to evaluate service quality are first introduced. Then, the SERVQUAL model is selected and customised for quality evaluation of IT departments. A case study is next presented for the application of the SERVQUAL model in the performance appraisal of the IT department of a detergent producer company. In addition, a gap analysis is used to investigate the weaknesses and strengths of the IT unit. To this aim, a radar chart is applied to the data obtained from questionnaires. Analysing the results shows that the courtesy is the main influential factor in view of the customers followed by reliability, empathy, tangibility, assurance, and responsiveness, respectively. Finally, some corrective actions are proposed to improve the performance of the IT staff. Journal: Int. J. of Services and Operations Management Pages: 228-240 Issue: 2 Volume: 34 Year: 2019 Keywords: service quality; information technology; SERVQUAL; gap analysis. File-URL: http://www.inderscience.com/link.php?id=103061 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:34:y:2019:i:2:p:228-240 Template-Type: ReDIF-Article 1.0 Author-Name: Paolo Renna Author-X-Name-First: Paolo Author-X-Name-Last: Renna Title: Evaluation of improvement programmes in a job-shop context by simulation models Abstract: The continuous improvement is important to increase the company's competitiveness in today's market. The decision on the improvement programs areas is relevant to improve the enterprises' performance. It is essential where to focus the investment efforts available among the different areas of the manufacturing system. In this paper, the main areas considered are: process time variability, reliability of the machines, set-up times and product defects. This paper tests the improvement programmes centralised, distributed and proposes a proportional policy by simulation models in a job shop context. The simulation experiments consider the following issues: the process time of the bottleneck, the number of bottlenecks, the degree of variation in process time, the average utilisation of the manufacturing system and the process time of the bottlenecks. The simulation results highlight how the choice of the improvement policy is not relevant when the manufacturing system has a low or high utilisation. The centralised approach leads to better results, while the proposed approach is competitive when the bottleneck may shift from one machine to another. Journal: Int. J. of Services and Operations Management Pages: 241-258 Issue: 2 Volume: 34 Year: 2019 Keywords: job shop; allocation of improvement programmes; continuous improvement; discrete event simulation. File-URL: http://www.inderscience.com/link.php?id=103062 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:34:y:2019:i:2:p:241-258 Template-Type: ReDIF-Article 1.0 Author-Name: K.P. Paranitharan Author-X-Name-First: K.P. Author-X-Name-Last: Paranitharan Author-Name: T. Ramesh Babu Author-X-Name-First: T. Ramesh Author-X-Name-Last: Babu Title: An empirical study on integrated manufacturing system practiced in Indian industries - a structural equation modelling approach Abstract: In the context of severe competition, the manufacturing organisations are looking for an appropriate system to achieve sustainable development, which has prompted to develop a suitable integrated system. The authors have developed an integrated model namely Integrated Manufacturing Business Excellence System (IMBES). This model which is a comprehensive one blended with the global manufacturing management concepts namely ISO 9000:2008 QMS, ISO 14001:2000 EMS, OHSMS 18001:2007, knowledge management, total quality management, total productivity management, Six-Sigma, lean manufacturing, agile manufacturing and sustainable manufacturing by drawing ten critical factors from the above concepts. The main objective of this paper is to study the relationship between the critical factors of IMBES and the manufacturing performance through managers' perspective. The result of the empirical study revealed that the ten successful critical factors have significant positive relationship with IMBES implementation to achieve manufacturing performance excellence if practiced in a full-fledged manner. Journal: Int. J. of Services and Operations Management Pages: 259-277 Issue: 2 Volume: 34 Year: 2019 Keywords: integrated management system; IMBES; integrated model; structural equation modelling; manufacturing industry. File-URL: http://www.inderscience.com/link.php?id=103063 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:34:y:2019:i:2:p:259-277 Template-Type: ReDIF-Article 1.0 Author-Name: Naser Moghaddasi Author-X-Name-First: Naser Author-X-Name-Last: Moghaddasi Author-Name: Mojtaba Heidari Author-X-Name-First: Mojtaba Author-X-Name-Last: Heidari Title: The impact of modern information technology on customer satisfaction considering the mediating role of organisational health Abstract: Today, an organisation's survival and continuity is based on use of information technology (IT). Without IT, using modern approaches in the organisation and even competition with others would be impossible. With respect to the many developments in IT, the customers of each organisation would expect more from them. The goal of current research is assessing the impact of modern IT on customer satisfaction with mediating role of organisational health. This research is categorised among the descriptive-correlational and an applied in the nature. All consumers of oil products including 267 people have been chosen. The presented model tested by use of structural equation modelling, specifically, partial least squares (PLS). Based on the hypothesis testing, ease of use, speed, accuracy, reliability and accountability as six components of modern IT have positive and meaningful impact on organisational health. Finally, the impact of organisational health on customer satisfaction confirmed. Based on these findings, it can be said that the modern technologies have positive influence on organisational health which leads to customer satisfaction. Our approach and findings have significant implications for managing customer satisfaction in the services industry. Journal: Int. J. of Services and Operations Management Pages: 279-305 Issue: 3 Volume: 34 Year: 2019 Keywords: modern IT; electronic services; customer satisfaction; organisational health. File-URL: http://www.inderscience.com/link.php?id=103566 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:34:y:2019:i:3:p:279-305 Template-Type: ReDIF-Article 1.0 Author-Name: M. Mohan Author-X-Name-First: M. Author-X-Name-Last: Mohan Author-Name: G. Sundararaj Author-X-Name-First: G. Author-X-Name-Last: Sundararaj Author-Name: S.R. Devadasan Author-X-Name-First: S.R. Author-X-Name-Last: Devadasan Author-Name: R. Murugesh Author-X-Name-First: R. Author-X-Name-Last: Murugesh Title: Improvising the six row manually operated paddy seedling transplanter through value engineering Abstract: In this paper, a research in which value engineering principles were applied to improvise a six row manually operated paddy transplanter has been reported. While pursuing this research, the classical approach called 'value engineering job plan' was followed. By following this approach, the value of six row manually operated paddy transplanter was enhanced by carrying out the activities systematically and scientifically in eight phases by using appropriate tools. On executing these phases, the cost and weight of the parts involved in manufacturing the six row manually operated paddy transplanter were reduced by 38.79 percentage and 39.93 percentage respectively. Furthermore, eight components have been removed in the newly improvised six row manually operated paddy transplanter. The outcomes of the research reported in this paper have revealed that the application of value engineering job plan has facilitated to enhance the value of the six row manually operated paddy transplanter. Journal: Int. J. of Services and Operations Management Pages: 306-322 Issue: 3 Volume: 34 Year: 2019 Keywords: paddy transplanter; value engineering; creativity; idea generation; brainstorming; team building. File-URL: http://www.inderscience.com/link.php?id=103567 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:34:y:2019:i:3:p:306-322 Template-Type: ReDIF-Article 1.0 Author-Name: R.M. Thirupathi Author-X-Name-First: R.M. Author-X-Name-Last: Thirupathi Author-Name: S. Vinodh Author-X-Name-First: S. Author-X-Name-Last: Vinodh Author-Name: Priyanka Shinde Author-X-Name-First: Priyanka Author-X-Name-Last: Shinde Title: Application of fuzzy axiomatic design for prioritisation of sustainable manufacturing strategies for an automotive component manufacturing scenario Abstract: Sustainable manufacturing enables automotive component manufacturing organisations to develop products with minimal environmental impact. Appropriate strategies need to be deployed to facilitate development of ecofriendly products and processes. This article presents a study in which eight sustainable manufacturing strategies were analysed and prioritised using fuzzy axiomatic design (FAD) methodology. Triangular fuzzy numbers were employed for expressing the inputs related to criteria of sustainable manufacturing, as real world experience has difficulty in measurement together. Expert team inputs were obtained and total information content (TIC) values were calculated for all strategies. Strategy with least TIC value namely 'Auditing tools' was the best alternative. The prioritised strategies were being subjected to implementation in the case organisation. Effectiveness verification of the implementation need to be carried out after a defined period by the organisation through actual measurement. Journal: Int. J. of Services and Operations Management Pages: 323-340 Issue: 3 Volume: 34 Year: 2019 Keywords: sustainability; sustainable manufacturing; fuzzy axiomatic design; triangular fuzzy numbers; strategy; automotive industry. File-URL: http://www.inderscience.com/link.php?id=103568 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:34:y:2019:i:3:p:323-340 Template-Type: ReDIF-Article 1.0 Author-Name: Amjad Khalili Author-X-Name-First: Amjad Author-X-Name-Last: Khalili Author-Name: Md Yusof Ismail Author-X-Name-First: Md Yusof Author-X-Name-Last: Ismail Author-Name: A.N.M. Karim Author-X-Name-First: A.N.M. Author-X-Name-Last: Karim Author-Name: Mohd Radzi Che Daud Author-X-Name-First: Mohd Radzi Che Author-X-Name-Last: Daud Title: Linkages of QMS and soft EMS: perceptions of operations managers as modelled by SEM Abstract: Empirical studies in the contemporary operations management (OM) literature are found to be inadequate to explore whether the two ISO management standards namely, quality management system (QMS) and environmental management system (EMS) are integrated together in the same enterprise or not. This paper aims at investigating the linkages among QMS and soft EMS and establishing their associative relationships. In this context, a conceptual model is initially developed and subsequently examined in the Malaysian manufacturing industries in an empirical manner. The primary data, gathered from a sample of 329 Malaysian industries through a structured questionnaire, were analysed using techniques from both SPSS 22 and structural equation modelling (SEM). Both principal component analysis (PCA) and confirmatory factor analysis (CFA) were utilised. Findings show that the postulated hypothesis is both statistically and practically significant. Hence, the hypothesis is supported which reflects that both ISO standards (QMS and Soft EMS) can be integrated together in the same enterprise, and reiterates provisions for manufacturers to endure practicing these management standards to sustain their operations. Journal: Int. J. of Services and Operations Management Pages: 341-360 Issue: 3 Volume: 34 Year: 2019 Keywords: quality management system; QMS; soft EMS; analysis of moment structure; AMOS; integration; Malaysia. File-URL: http://www.inderscience.com/link.php?id=103569 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:34:y:2019:i:3:p:341-360 Template-Type: ReDIF-Article 1.0 Author-Name: K. Jayakrishna Author-X-Name-First: K. Author-X-Name-Last: Jayakrishna Author-Name: S. Vinodh Author-X-Name-First: S. Author-X-Name-Last: Vinodh Author-Name: K.E.K. Vimal Author-X-Name-First: K.E.K. Author-X-Name-Last: Vimal Title: A conceptual framework for the assessment of sustainability indicators using IF-THEN rules approach: a case study Abstract: The objective of this study is to assess the extent of environmental, economic and social indicators prevailing in the case organisation. A refined 15 indicator based comprehensive model for encompassing sustainability was developed with the input from literature and experts' view. IF-THEN rules approach was used to evaluate the current sustainability level of an Indian automotive component manufacturing organisation. The assessment disclosed that the organisation is sustainable to an extent of 60%. Further, the gap analysis is conducted to identify the critical indicators in which needs immediate action in environmental, economic and societal perspectives. The proposals were made to fulfil the gaps in environmental, economic and societal perspectives. The organisation sustainability level is expected to improve subjected to implementation in the case organisation. Journal: Int. J. of Services and Operations Management Pages: 361-384 Issue: 3 Volume: 34 Year: 2019 Keywords: sustainable development; sustainability indicators; sustainability assessment; IF-THEN approach; composite sustainability index; defuzzification; triple bottom line; Indian automotive component manufacturing; gap analysis; life cycle assessment; sensitivity analysis. File-URL: http://www.inderscience.com/link.php?id=103570 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:34:y:2019:i:3:p:361-384 Template-Type: ReDIF-Article 1.0 Author-Name: H.M. Belal Author-X-Name-First: H.M. Author-X-Name-Last: Belal Author-Name: Siti Norezam Othman Author-X-Name-First: Siti Norezam Author-X-Name-Last: Othman Author-Name: Mohamad Faizal Ahmad Zaidi Author-X-Name-First: Mohamad Faizal Ahmad Author-X-Name-Last: Zaidi Author-Name: Kunio Shirahada Author-X-Name-First: Kunio Author-X-Name-Last: Shirahada Title: Collaboration impact on social well-being for business sustainability: a case study of a Malaysian water treatment SME company Abstract: This study demonstrated how collaboration advances the manufacturing-based industry to transform its business structure as a social service-oriented and well-being solution, thereby being able to sustain its business vis-à-vis market competition. Thus, this paper presents an approach for industry analysis from the corporate collaboration rationality perspective. The study was performed in the Malaysian water management service industry and examined the operations of a small and medium-sized enterprise (SME) water treatment company as a case example. Data were gathered by conducting an explorative questionnaire survey with the SME water service provider in Kedah, Malaysia. Potential scenarios were identified for establishing viable future directions of SMEs, which include the needs of mutual corporate collaboration for service encapsulation, and ecosystem oriented approach for social welfare value creation. This research can help overcome the managerial challenges of a company, thus enable it to succeed in the commercial market by ensuring service-oriented social well-being solutions. Journal: Int. J. of Services and Operations Management Pages: 385-404 Issue: 3 Volume: 34 Year: 2019 Keywords: service; well-being solution; small and medium-sized enterprises; SMEs; corporate collaboration; water management; sustainability. File-URL: http://www.inderscience.com/link.php?id=103571 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:34:y:2019:i:3:p:385-404 Template-Type: ReDIF-Article 1.0 Author-Name: Hasliza Hassan Author-X-Name-First: Hasliza Author-X-Name-Last: Hassan Author-Name: Muhammad Sabbir Rahman Author-X-Name-First: Muhammad Sabbir Author-X-Name-Last: Rahman Author-Name: Abu Bakar Sade Author-X-Name-First: Abu Bakar Author-X-Name-Last: Sade Title: Examining the service value chain of hypermarket retail brand value in Malaysia Abstract: Understanding the behaviour of shoppers in hypermarket retailing has become crucial to discover the new potential to enhance the existing shopping experience. This research focuses on how the hypermarket retail brand value is built through the available service facilities by looking at the experience of shoppers and brand personality through a quantitative cross-sectional study. Based on structural equation modelling analysis, it is found that the shopping experience can be stimulated based on the available hypermarket services that are available in the hypermarket. This, indirectly, can also enhance the overall brand personality and brand value of the hypermarket retail brand. The key factor in developing hypermarket brand value is emphasising the service facilities that are provided in the hypermarket. The strength of the basics and the enhancement of the service facilities will influence the positive shopping experience and brand personality, which will provide a high return for the brand value. The findings are expected to provide insights for researchers and practitioners concerning the service value chain of hypermarket retail brand value. Journal: Int. J. of Services and Operations Management Pages: 405-420 Issue: 3 Volume: 34 Year: 2019 Keywords: brand personality; brand value; experience; hypermarket; hypermarket service; Malaysia; personality; retail; service; shopping; shopping experience; value; value chain. File-URL: http://www.inderscience.com/link.php?id=103572 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:34:y:2019:i:3:p:405-420 Template-Type: ReDIF-Article 1.0 Author-Name: Apiradee Wongkitrungrueng Author-X-Name-First: Apiradee Author-X-Name-Last: Wongkitrungrueng Title: Exploring consumer power triggers in retail and service settings Abstract: This paper explores service elements that influence consumers' sense of power, which is known to affect consumers' attitudes, feelings, and behavioural approach/inhibition. A critical incident technique is used to collect data about shoppers' experiences. The findings indicate that a consumer's sense of power manifests as freedom, respect, and control and can be induced by a consumer's own resources as well as the characteristics and behaviours of store atmospherics (design and social factors) and the service protocols guided by the service policy. Understanding power triggers has potential implications for designing and managing service elements to ensure consumer satisfaction with in-store services. Journal: Int. J. of Services and Operations Management Pages: 421-446 Issue: 4 Volume: 34 Year: 2019 Keywords: power; control; atmospherics; salesperson behaviours; other customers; service settings. File-URL: http://www.inderscience.com/link.php?id=103985 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:34:y:2019:i:4:p:421-446 Template-Type: ReDIF-Article 1.0 Author-Name: Liane Mahlmann Kipper Author-X-Name-First: Liane Mahlmann Author-X-Name-Last: Kipper Author-Name: Elpidio Oscar Benitez Nara Author-X-Name-First: Elpidio Oscar Benitez Author-X-Name-Last: Nara Author-Name: Julio Cesar Mairesse Siluk Author-X-Name-First: Julio Cesar Mairesse Author-X-Name-Last: Siluk Author-Name: Cristian Caurio Author-X-Name-First: Cristian Author-X-Name-Last: Caurio Author-Name: André Luiz Emmel Silva Author-X-Name-First: André Luiz Emmel Author-X-Name-Last: Silva Author-Name: Juliana Ipê Da Silva Author-X-Name-First: Juliana Ipê Da Author-X-Name-Last: Silva Title: Organisational management through performance indicators Abstract: The performance indicators are essential for showing with clear measures the company's performance, according to the information needs exposed by the administration, however is a need to move forward in the process to promote the strategic alignment and prepare them for implementation of the strategy. This research aims to propose a method of support for the improvement of management of companies through the integration of processes with the strategic guidelines. The method was developed from the combination of a strategic management methodology based on performance indicators and process management. The results with the partial application of the method were satisfactory because they show that it extends the vision of the manager and approaches the operational and the strategy. This contributes not only in the case of the organisation analysed, but also for companies from other areas of activity, in order to perform a more effective and competitive management. Journal: Int. J. of Services and Operations Management Pages: 447-464 Issue: 4 Volume: 34 Year: 2019 Keywords: strategy; measurement of performance; business process management; BPM; performance indicators; balanced scorecard; BSC; strategy management. File-URL: http://www.inderscience.com/link.php?id=103986 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:34:y:2019:i:4:p:447-464 Template-Type: ReDIF-Article 1.0 Author-Name: Daniel Battaglia Author-X-Name-First: Daniel Author-X-Name-Last: Battaglia Author-Name: Miriam Borchardt Author-X-Name-First: Miriam Author-X-Name-Last: Borchardt Author-Name: Giancarlo Medeiros Pereira Author-X-Name-First: Giancarlo Medeiros Author-X-Name-Last: Pereira Title: Towards the criteria for product-service system: new challenges and contributions Abstract: This research analyses which criteria were considered by the firms when offering a PSS and how these criteria contribute on the business processes and relationships. The research procedures include the identification of the PSS criteria, an academic validation carried out in conjunction with researchers on this field as well as being discussed the results. To literature review, the databases of Scopus, ScienceDirect, CIRP Annals and Procedia CIRP were used. The study indicates that the incorporation of the product-service culture contributes toward the improvement of the services offered by the companies. The existence of more effective process integration can be of vital importance to ensure a full PSS delivery. The suitability of the internal processes and the structure go hand in hand with the relationships developed with the business partners for a better adjustment of the market offering. Sustainability invariably results in a more proactive management. The study makes a preliminary reflection on the contribution that PSS criteria brings to the management of businesses and opens up new perspectives and challenges. Journal: Int. J. of Services and Operations Management Pages: 465-479 Issue: 4 Volume: 34 Year: 2019 Keywords: servitisation; product-service system; PSS criteria; offering; development; contributions; barriers; challenges; process; relationships. File-URL: http://www.inderscience.com/link.php?id=103987 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:34:y:2019:i:4:p:465-479 Template-Type: ReDIF-Article 1.0 Author-Name: Arthur DeSouza Author-X-Name-First: Arthur Author-X-Name-Last: DeSouza Author-Name: Abubaker Haddud Author-X-Name-First: Abubaker Author-X-Name-Last: Haddud Title: Supply chain management in the services industry: a study from a middle-eastern country Abstract: This paper examines how operations from services providers are nowadays positioned regarding the effective management of service supply chains by assessing the existence of processes for; the selection of strategic suppliers, the most utilised models of services contracts with suppliers and customers, the common adopted practices of services demand management, and how the discipline of supply chain management is currently understood. An online survey was used to collect the primary data from leaders and managers from services organisations operating in the marketplace of a Middle-Eastern country. The results revealed that the surveyed professionals demonstrated a very good understanding of the concept of supply chain and how competitive advantages can be gained from this business area; however, the concept of supply chain management (SCM) was not so clear for the majority of the surveyed practitioners. The fixed-price was the most utilised model of contract with customers and strategic suppliers. Finally, best practices for demand management were recognised by the local practitioners but outsourcing and vendor management inventory practices were not yet effectively explored. Journal: Int. J. of Services and Operations Management Pages: 500-535 Issue: 4 Volume: 34 Year: 2019 Keywords: supply chain management; SCM; product service supply chain; PSSC; services providers; practices; models; Middle East. File-URL: http://www.inderscience.com/link.php?id=103989 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:34:y:2019:i:4:p:500-535 Template-Type: ReDIF-Article 1.0 Author-Name: Wei-San Su Author-X-Name-First: Wei-San Author-X-Name-Last: Su Author-Name: Chao-Chun Hsu Author-X-Name-First: Chao-Chun Author-X-Name-Last: Hsu Author-Name: Wen-Hung Lia Author-X-Name-First: Wen-Hung Author-X-Name-Last: Lia Author-Name: Lan-Fang Chang Author-X-Name-First: Lan-Fang Author-X-Name-Last: Chang Author-Name: Cheng-Hung Huang Author-X-Name-First: Cheng-Hung Author-X-Name-Last: Huang Title: Sport industry service attributes, service experiences, relationship quality and behavioural intentions Abstract: This study verified a mediating process model regarding the relationship quality between consumers and paintball venues by using relationship marketing theory. The antecedent variables of relationship quality were identified as service attribute and service quality to examine whether they exert different effects on the determinants of relationship quality differ and subsequently influences behavioural intention. A total of 750 questionnaires were issued through purposive sampling and 685 valid questionnaires were returned. Confirmatory factor analysis and structural equation modelling were conducted. The results revealed that both service attribute and service experience positively affected the dimensions of relationship quality. Satisfaction exerted significant and positive effects on behavioural intention and trust positively. Commitment significantly and positively affected behavioural intention and trust significantly and positively affected commitment. This study has provided useful information on understanding of the interrelations between relationship variables and relevant managerial suggestions are proposed. Journal: Int. J. of Services and Operations Management Pages: 480-499 Issue: 4 Volume: 34 Year: 2019 Keywords: paintball; service attribute; service experience; relationship quality; behavioural intention. File-URL: http://www.inderscience.com/link.php?id=103993 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:34:y:2019:i:4:p:480-499 Template-Type: ReDIF-Article 1.0 Author-Name: Ali Rezaei Author-X-Name-First: Ali Author-X-Name-Last: Rezaei Author-Name: Reza Shirani Author-X-Name-First: Reza Author-X-Name-Last: Shirani Title: The impact of knowledge management on firm performance: direct impact vs. the mediating impact of strategic human resource practices: an empirical case study Abstract: The objective of this paper is to investigate the impact of knowledge management (KM) on firm performance both directly and via the mediating effect of strategic human resource practices in National Iranian Drilling Company (NIDC) as an empirical case study. Structural equation modelling (SEM) method is used to test the hypotheses on a sample of 256 employees at the NIDC. The results indicate that KM influences firm performance both directly and via the mediating effect of strategic human resource practices including staffing, training, participation, performance appraisal and compensation. Journal: Int. J. of Services and Operations Management Pages: 536-553 Issue: 4 Volume: 34 Year: 2019 Keywords: knowledge management; firm performance; strategic human resource practices. File-URL: http://www.inderscience.com/link.php?id=103994 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:34:y:2019:i:4:p:536-553