Template-Type: ReDIF-Article 1.0
Author-Name: Hansa Lysander Manohar
Author-X-Name-First: Hansa Lysander
Author-X-Name-Last: Manohar
Author-Name: R. Ganesh Kumar
Author-X-Name-First: R. Ganesh
Author-X-Name-Last: Kumar
Title: A neural networks model for green supplier selection
Abstract:
There have been studies on supplier selection in the past. But organisations today are also interested in evaluating their suppliers on green and sustainability criteria. With increasing awareness of green and sustainable processes and products, there is pressure on the organisations to select only green suppliers for their operations. While this is a step towards more responsible organisations, managing the suppliers of an organisation becomes an important task. This clearly warrants a structured approach for evaluation of suppliers on green and sustainability criteria. This paper models the relationship between these criteria and the supplier selection. A neural networks model is used for analysis of the data obtained from samples in the Indian automotive industry. MATLAB is used for analysis of the neural networks model. This model captures any nonlinear relationship between the inputs and performs better compared to many other techniques. The output of the neural networks model is used for rating a supplier and hence to arrive at a decision. This model is helpful for managers as it acts as an objective assessment criterion for suppliers.
Journal: Int. J. of Services and Operations Management
Pages: 1-11
Issue: 1
Volume: 35
Year: 2020
Keywords: green supplier selection; sustainability; green supply chain management; feedforward neural networks; MATLAB.
File-URL: http://www.inderscience.com/link.php?id=104331
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Handle: RePEc:ids:ijsoma:v:35:y:2020:i:1:p:1-11

Template-Type: ReDIF-Article 1.0
Author-Name: Jagdeep Singh
Author-X-Name-First: Jagdeep
Author-X-Name-Last: Singh
Author-Name: Harwinder Singh
Author-X-Name-First: Harwinder
Author-X-Name-Last: Singh
Author-Name: Deepinder Singh
Author-X-Name-First: Deepinder
Author-X-Name-Last: Singh
Author-Name: Vinod Kumar
Author-X-Name-First: Vinod
Author-X-Name-Last: Kumar
Title: Waste management by application of quality control tools in the manufacturing industry – a case study
Abstract:
Waste management (WM) is a multi-disciplinary activity involving engineering principles, economics, urban and regional planning, management techniques and social sciences, to minimise the different types of wastes in the processes in the manufacturing industry. This study attempts to improve the performance of magnetic particle inspection machines, remove fire hazardous and reduce the use of kerosene oil using application of root cause analysis through quality control tools in manufacturing Industry. With implementation of tools modified action resources are improved which leads to continuous improvement in productivity and product quality in the organisation.
Journal: Int. J. of Services and Operations Management
Pages: 12-35
Issue: 1
Volume: 35
Year: 2020
Keywords: waste management; magnetic particle inspection machines; quality control tools.
File-URL: http://www.inderscience.com/link.php?id=104332
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Handle: RePEc:ids:ijsoma:v:35:y:2020:i:1:p:12-35

Template-Type: ReDIF-Article 1.0
Author-Name: Elnaz Moein
Author-X-Name-First: Elnaz
Author-X-Name-Last: Moein
Author-Name: Anjali Awasthi
Author-X-Name-First: Anjali
Author-X-Name-Last: Awasthi
Title: Carsharing customer demand forecasting using causal, time series and neural network methods: a case study
Abstract:
Carsharing services are becoming popular in recent times. Deploying right number of fleet at stations is a critical component in assuring high quality service for customers. This can be done efficiently if customer demand is predictable or known in advance. In this paper, we address the problem of customer demand forecasting for improving carsharing operations. Three categories of methods namely causal (regression forecast, regression forecast with seasonality adjustments), time series (exponential smoothing, moving average) and neural networks are evaluated for forecasting customer demand. An application of the proposed methods on demand data from a carsharing organisation called Communauto is provided. The results of our study show that neural network is the best method in this prediction. The proposed work has strong practical applicability. Having an accurate forecast of the customers' demands in different times of the year can help increase customer satisfaction and reach business performance targets. Especially if electric vehicles are used in carsharing companies, since they require special infrastructures.
Journal: Int. J. of Services and Operations Management
Pages: 36-57
Issue: 1
Volume: 35
Year: 2020
Keywords: demand forecasting; carsharing; regression; exponential smoothing; moving average; neural networks.
File-URL: http://www.inderscience.com/link.php?id=104333
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Handle: RePEc:ids:ijsoma:v:35:y:2020:i:1:p:36-57

Template-Type: ReDIF-Article 1.0
Author-Name:  Rajagopal
Author-X-Name-First: 
Author-X-Name-Last: Rajagopal
Author-Name: Ananya Rajagopal
Author-X-Name-First: Ananya
Author-X-Name-Last: Rajagopal
Title: Impact of consumer education and knowledge on purchase intentions within services industry: a study of symbiotic analysis in Mexico
Abstract:
This study is carried out in Mexico with an objective to analyse empirically the role of education in a transforming services marketing strategies of the firms. The study is carried on in Mexico through pragmatic investigation among the consumers subscribing to the communication and entertainment services. The analysis of primary data is developed around the theory of action that demonstrates the skills and confidence of individuals or groups towards making decision in acquiring or hiring services to improve their quality of life. The results of the study reveal that knowledge acquired on the services and value perceived by the consumers play key role in determining the intentions to purchases services. This study meticulously rows several arguments on how consumers with high level of education scrutinise the benefits offered by the firms marketing their communication and entertainment services and build their value propositions on the services bought or contracted.
Journal: Int. J. of Services and Operations Management
Pages: 58-77
Issue: 1
Volume: 35
Year: 2020
Keywords: consumer knowledge; purchase intention; consumer behaviour; operational efficiency; services marketing; Mexico.
File-URL: http://www.inderscience.com/link.php?id=104334
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Handle: RePEc:ids:ijsoma:v:35:y:2020:i:1:p:58-77

Template-Type: ReDIF-Article 1.0
Author-Name: Gowri Rajagopal
Author-X-Name-First: Gowri
Author-X-Name-Last: Rajagopal
Author-Name: Raju Ramasamy
Author-X-Name-First: Raju
Author-X-Name-Last: Ramasamy
Title: Modelling the drilling crew induced process disruption factors using an ISM – MICMAC approach
Abstract:
Process disruption is a damaging situation in the petroleum sector as the industry involves heavy investments. In petroleum drilling operations, process disruption is inevitable mainly due to the many risks involved. The drilling crew related risk is one such potential cause of process disruption. In this paper, various drilling crew induced issues were identified through literature survey and expert discussion. The identified issues are categorised under respective crew induced process disruption factors. These disruption factors are analysed for their potential to disrupt the process, using interpretive structural modelling framework. Based on the driving and dependent potential of individual factors, they are clustered under autonomous, dependent, linkage and independent risk factors with the help of MICMAC approach. The analysis shows that psychological, physiological and cognitive risk factors have a high driving potential for process disruption, whereas leadership, technical prudence and interpersonal-relation factors have low driving potential and depend on other three factors to disrupt the process. The findings of the study could give valuable insights to rig managers, supervisors and decision makers in analysing their drilling crew and developing effective protocols and policies to enhance the crew climate and reducing crew induced process disruption.
Journal: Int. J. of Services and Operations Management
Pages: 115-135
Issue: 1
Volume: 35
Year: 2020
Keywords: process disruption; drilling crew; interpretive structural modelling; ISM; leadership; MICMAC analysis; disruption potential; dependent potential; risk factors; risk management.
File-URL: http://www.inderscience.com/link.php?id=104335
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Handle: RePEc:ids:ijsoma:v:35:y:2020:i:1:p:115-135

Template-Type: ReDIF-Article 1.0
Author-Name: Mina Mahabadpour
Author-X-Name-First: Mina
Author-X-Name-Last: Mahabadpour
Author-Name: Bahman Naderi
Author-X-Name-First: Bahman
Author-X-Name-Last: Naderi
Author-Name: Mohammad Mohammadi
Author-X-Name-First: Mohammad
Author-X-Name-Last: Mohammadi
Title: An effective model and algorithm for two-stage assembly flow shop problems
Abstract:
The assembly scheduling has been recently become an active field of research. Among different assembly problems, the flow shop one is the most active one. A mathematical model and some algorithms are already developed for this problem. Yet, both available model and algorithms are unfortunately ineffective. Therefore, we have been thinking of developing an improved mathematical model as well as a new powerful algorithm for the problem. The model is in form of mixed integer linear programming model and the algorithm is a novel teaching-learning based optimisation algorithm. The proposed model and algorithm are evaluated by comparing with available model and algorithms for performance. All the experiments show the superiority of the proposed research materials.
Journal: Int. J. of Services and Operations Management
Pages: 100-114
Issue: 1
Volume: 35
Year: 2020
Keywords: two-stage assembly flow shop scheduling; mixed integer linear programming; teaching-learning algorithm.
File-URL: http://www.inderscience.com/link.php?id=104336
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Handle: RePEc:ids:ijsoma:v:35:y:2020:i:1:p:100-114

Template-Type: ReDIF-Article 1.0
Author-Name: S. Prithi
Author-X-Name-First: S.
Author-X-Name-Last: Prithi
Author-Name: A. Vasumathi
Author-X-Name-First: A.
Author-X-Name-Last: Vasumathi
Title: Work life balance of women labours in Tannery Industry – a comparative empirical study
Abstract:
Work life imbalance is a common issue faced by every working woman in any organisation with varied demographic profile such as educational level, job position, income and experience. Each working woman faces many challenges and juggles between the responsibilities for bringing a balance between work and family. By considering the work life balance issues faced by women employees in the world, the comparative study was conducted to find the work life balance of women labours in tannery industry in two districts of Tamil Nadu. The well-structured questionnaire distributed to 50 women labours in each region. The findings obtained from the data analysis by using statistical techniques such as correlation analysis, Chi-square test and ANOVA. Interested findings obtained from the constructs analysis of the marital status and conflicts faced by them in the work and family life.
Journal: Int. J. of Services and Operations Management
Pages: 78-99
Issue: 1
Volume: 35
Year: 2020
Keywords: challenges; juggles; responsibilities; work pressure; work life balance.
File-URL: http://www.inderscience.com/link.php?id=104337
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Handle: RePEc:ids:ijsoma:v:35:y:2020:i:1:p:78-99

Template-Type: ReDIF-Article 1.0
Author-Name: T. Kamatchi
Author-X-Name-First: T.
Author-X-Name-Last: Kamatchi
Author-Name: P.L.K. Palaniappan
Author-X-Name-First: P.L.K.
Author-X-Name-Last: Palaniappan
Title: Healthcare relational coordination: a review on parameter selection for modified high performance work practices
Abstract:
Top 25 global supply chains emphasise the role of supply chain management professionals and the relational coordination (RC) as the vital element for success of supply chain collaboration. RC is essential for manufacturing and service supply chains and it is an invisible bonding element. Research findings suggest that the strength of RC ties among participants in a work that process depends on several parameters like quality, efficiency, and workforce engagement. Typically, healthcare service operations deal with humans and success of it depends on several care parameters that result in increased quality, improved clinical outcomes, shorter length of stay, and improved patient satisfaction. To address this query, a systematic literature review is done to identify the vital RC parameters. The Gittell's framework for healthcare coordination is modified as per Indian healthcare context. The outcome of this paper is parameter selection for RC and modified high performance work practice (MHPWP).
Journal: Int. J. of Services and Operations Management
Pages: 137-158
Issue: 2
Volume: 35
Year: 2020
Keywords: relational coordination; modified high performance work practice; healthcare parameters.
File-URL: http://www.inderscience.com/link.php?id=105267
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Handle: RePEc:ids:ijsoma:v:35:y:2020:i:2:p:137-158

Template-Type: ReDIF-Article 1.0
Author-Name: G.M. Ramachandran
Author-X-Name-First: G.M.
Author-X-Name-Last: Ramachandran
Author-Name: S. Neelakrishnan
Author-X-Name-First: S.
Author-X-Name-Last: Neelakrishnan
Title: Lean strategies to overcome low volume and high variety for enhanced delivery performance
Abstract:
Global competition have made customers to pick and choose application specific customised products or services. At situations the market demands low volume and high variety products (LVHVs). Lean manufacturing (LM) methodology is growing in parallel in this era, as it reduces and or eliminates waste and strengthens firm's competitiveness. It is seen that in mass and batch production firms, the results of lean were significant but when applied to LVHV, the results were limited. This paper reviews the various challenges that are involved in LVHV product manufacturing firm and detailed analysis performed in supply chain delivery performance that is on time receipt of material (OTR). This paper considered real time data of industrial valve manufacturing company that produces LVHV products. Analysis is performed on the firm's product level sales volume and variety then component level purchase data analysed for firm's order lead time and supplier delivery time to conclude that restructuring is required in the firm's operations towards improving the order lead time for LVHV components procurement through suitable lean strategies.
Journal: Int. J. of Services and Operations Management
Pages: 159-171
Issue: 2
Volume: 35
Year: 2020
Keywords: low volume high variety; lean manufacturing; supply chain management; on time receipt; delivery performance; enterprise resource planning; material resource planning; quantity; data; lead time.
File-URL: http://www.inderscience.com/link.php?id=105268
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Handle: RePEc:ids:ijsoma:v:35:y:2020:i:2:p:159-171

Template-Type: ReDIF-Article 1.0
Author-Name: Seyed Hasan Hosseini
Author-X-Name-First: Seyed Hasan
Author-X-Name-Last: Hosseini
Author-Name: Yaser Sayadi
Author-X-Name-First: Yaser
Author-X-Name-Last: Sayadi
Author-Name: Mahdi Samimi
Author-X-Name-First: Mahdi
Author-X-Name-Last: Samimi
Author-Name: Ali Darikandeh
Author-X-Name-First: Ali
Author-X-Name-Last: Darikandeh
Title: Women's emotional intelligence and power structure in family (case study: school teachers of Khoy City)
Abstract:
Present study explores the relationship between emotional intelligence and power structure in family sphere of the female school teachers in the Khoy City. Emotional intelligence is measured by five core skills of <i>self-awareness</i>, <i>self-management</i>, <i>self-motivation</i>, <i>social-awareness</i> and <i>relationship management</i> in the EQ model of Bradberry and Greaves (2005). The required data was collected using a researcher-made questionnaire designed based on the existing research literature which after being verified for content validation, construct, and internal consistency was distributed among 291 respondents chosen from among the target population with a total size of 1,200 women teachers within Khoy City. Data analysis using structural equation modelling (path analysis) in LISREL environment indicated a statistically significant inverse association between women's emotional intelligence and power structure in family of the teachers in Khoy City, confirming the research main hypothesis at 95% confidence interval. That is to say, the more collaborative the power structure tend to be, the higher the emotional intelligence of women becomes. In addition, according to the obtained results from test of the sub-hypotheses, the dimensions self-awareness, self-management, and relationship management were significantly associated with power structure in family life of the school teachers.
Journal: Int. J. of Services and Operations Management
Pages: 172-188
Issue: 2
Volume: 35
Year: 2020
Keywords: power structure; emotional intelligence; family; school teachers.
File-URL: http://www.inderscience.com/link.php?id=105269
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Handle: RePEc:ids:ijsoma:v:35:y:2020:i:2:p:172-188

Template-Type: ReDIF-Article 1.0
Author-Name: Zach Bochek
Author-X-Name-First: Zach
Author-X-Name-Last: Bochek
Author-Name: David L. Olson
Author-X-Name-First: David L.
Author-X-Name-Last: Olson
Title: Case study of SAP implementation in a corporation network plant
Abstract:
Implementation of ERP systems has been found to be dependent upon top management commitment, business process reengineering, project management practice, and user training/education. Often ERPs are adopted seeking benefits without due consideration on the costs of implementation. This case highlights these implementation costs for a single plant in an international company network to provide insight into the challenges faced, addressing the importance of the degree of top management support. In the case organisation, there was a strong tendency for upper levels to impose system design and direction that did not always match local needs. Project management of ERP installation was simpler due to the nature of implementing off-the-shelf software supported by consultants. Redesigning work processes needs to include local user input. The effectiveness of local training depended upon super project module leads, and more face-to-face training as opposed to global web training from the corporation.
Journal: Int. J. of Services and Operations Management
Pages: 189-206
Issue: 2
Volume: 35
Year: 2020
Keywords: enterprise resource planning; ERP; manufacturing planning and execution; supply chain planning and execution.
File-URL: http://www.inderscience.com/link.php?id=105270
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Handle: RePEc:ids:ijsoma:v:35:y:2020:i:2:p:189-206

Template-Type: ReDIF-Article 1.0
Author-Name: Iñigo L. Ansorena
Author-X-Name-First: Iñigo L.
Author-X-Name-Last: Ansorena
Author-Name: César López-Ansorena
Author-X-Name-First: César
Author-X-Name-Last: López-Ansorena
Title: Strategy for enhancing ferry service in Ceuta Port
Abstract:
This article presents a methodological framework for enhancing ferry service across the Gibraltar Strait. The study examines the opinion of users and then proposes an action plan for enhancing the quality of service. The actions are classified according to a priority index which is computed with the following attributes: feasibility, relevance, economy, legal requirements and demand. Then the actions are grouped according to their priority index into three levels. Two are the main findings of the study. From the customer point of view, the overall service level of the Port Authority is sufficient, while the overall service level of the ferry operators is still low. In regard to the second phase, only one third of the actions included in the action plan should be implemented in the short term. As a result, some policy recommendations for enhancing the quality of service are discussed.
Journal: Int. J. of Services and Operations Management
Pages: 207-222
Issue: 2
Volume: 35
Year: 2020
Keywords: ferry service; public service obligation; Gibraltar Strait; priority index; quality of service; ferry terminal.
File-URL: http://www.inderscience.com/link.php?id=105271
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Handle: RePEc:ids:ijsoma:v:35:y:2020:i:2:p:207-222

Template-Type: ReDIF-Article 1.0
Author-Name: Shivani Sardana
Author-X-Name-First: Shivani
Author-X-Name-Last: Sardana
Author-Name: V.N. Bajpai
Author-X-Name-First: V.N.
Author-X-Name-Last: Bajpai
Title: E-banking service quality and customer satisfaction: an exploratory study on India
Abstract:
E-commerce has revolutionised the entire business economy. With benefits such as hassle-free, quick and real-time banking, internet banking offers immense benefits to today's consumers. In spite of these benefits, online banking still lacks far behind the number of online users in India. To ensure greater participation in online banking, banks need to understand customer's perception towards e-service quality. Customers perceive these services as quality attributes. The study attempts to examine the determinants of e-banking service quality and their impact on customer satisfaction. Based on convenient sampling, the study used primary data of two private sector banks in Delhi region to produce a 5-factor structure. The exploratory factor analysis produces dimensions of efficiency, trust, fulfilment, responsiveness and systems critical to e-service quality satisfaction. Regression results show trust and privacy as the most critical factor influencing e-banking service quality perceptions. Further, the study provides theoretical and managerial recommendations for increasing online banking adoption and improving overall customer satisfaction. Limitations and future scope of research are further discussed.
Journal: Int. J. of Services and Operations Management
Pages: 223-247
Issue: 2
Volume: 35
Year: 2020
Keywords: internet; banking; India; e-service quality; technology; e-banking; customer satisfaction; risk; e-commerce.
File-URL: http://www.inderscience.com/link.php?id=105272
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Handle: RePEc:ids:ijsoma:v:35:y:2020:i:2:p:223-247

Template-Type: ReDIF-Article 1.0
Author-Name: Pradipta Patra
Author-X-Name-First: Pradipta
Author-X-Name-Last: Patra
Title: Distribution of profit in a smart phone supply chain under isoelastic demand
Abstract:
This study investigates a novel supply chain (smart phone) where end consumers purchase handsets (smart phones) and service either separately (free channel) or together as a package (bundled channel). Our study considers three different power structures for the bundled channel – the handset manufacturer is the Stackelberg leader, the service operator is the Stackelberg leader and finally both the players (handset manufacturer and service provider) decide simultaneously – Vertical Nash. Previous studies have used a linear deterministic demand function to show that the supply chain player possessing superior channel power gains superior profit. We use an isoelastic deterministic demand function to point out anomalies or contradictions in already existing smart phone supply chain literature. Under isoelastic deterministic function that represents demand for smart phones we show that the supply chain player possessing superior channel power need not earn superior profits.
Journal: Int. J. of Services and Operations Management
Pages: 248-267
Issue: 2
Volume: 35
Year: 2020
Keywords: supply chain management; pricing; service operations; power structure; game theory; smart phone; isoelastic demand; Stackelberg leader; vertical Nash; bundled channel.
File-URL: http://www.inderscience.com/link.php?id=105273
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Handle: RePEc:ids:ijsoma:v:35:y:2020:i:2:p:248-267

Template-Type: ReDIF-Article 1.0
Author-Name: Mariângela Carli Santiago
Author-X-Name-First: Mariângela Carli
Author-X-Name-Last: Santiago
Author-Name: Andrea Giovani Lanfranchi
Author-X-Name-First: Andrea Giovani
Author-X-Name-Last: Lanfranchi
Author-Name: Pedro Lucas De Resende Melo
Author-X-Name-First: Pedro Lucas De Resende
Author-X-Name-Last: Melo
Author-Name: Julio Araujo Carneiro-da-Cunha
Author-X-Name-First: Julio Araujo
Author-X-Name-Last: Carneiro-da-Cunha
Author-Name: Renato Telles
Author-X-Name-First: Renato
Author-X-Name-Last: Telles
Title: Socio-economic determinants of support and brand value perception: a survey of microfranchisees
Abstract:
The franchising industry in Brazil has been growing for more than 10 years. In this market segment, microfranchises act as franchises whose initial investment amount is up to US$ 26,000. The purpose of this study is to verify if there is variation in the microfranchisee's perceived value regarding the support provided by the franchisor and the development of the franchise chain brand due to their socio-economic class. The variables used were training, prospecting and installation of the franchise unit, legal and financial support, and field consulting and operating manuals. In relation to the brand, the variables used were advertising and promotion, brand strength, and customer loyalty. All variables are quantitative. A total of 148 microfranchisees in São Paulo were selected for the survey. Results demonstrate that microfranchisees' perceptions of support and brand value are not related to their socio-economic background as microfranchisors could expect. The franchisors' decision of selecting franchisees does not consider their socio-economic characteristics as predictors of support and brand image perception.
Journal: Int. J. of Services and Operations Management
Pages: 269-288
Issue: 3
Volume: 35
Year: 2020
Keywords: franchise chain; strategy; microentrepreneurship; socio-economic class; microfranchise.
File-URL: http://www.inderscience.com/link.php?id=105371
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Handle: RePEc:ids:ijsoma:v:35:y:2020:i:3:p:269-288

Template-Type: ReDIF-Article 1.0
Author-Name: Ali Nazeri
Author-X-Name-First: Ali
Author-X-Name-Last: Nazeri
Author-Name: Mohsen Ebrahimi
Author-X-Name-First: Mohsen
Author-X-Name-Last: Ebrahimi
Author-Name: Rahman Soofifard
Author-X-Name-First: Rahman
Author-X-Name-Last: Soofifard
Title: Identification and ranking of factors affecting customer loyalty – a case study: Mehre-e-Eghtesad bank customers
Abstract:
One of the most important changes in the business is changes in the values provided for customers. Customers' satisfaction is not enough for them to remain the same bank's customers and we should also ensure their loyalty in addition to the satisfaction. Therefore the aim of this study is to identify and rank factors affecting customer loyalty of Mehre-e-eghtesad bank. The research population is clients of all the branches of Mehre-e-eghtesad bank. Sample size was estimated by Cochran method and simple random sampling was used. Structural equation modelling includes confirmatory factor analysis and path analysis were used for analysing the data. Conclusions confirmed that all assumptions of the research are true. It was concluded that variables including costs of switching, satisfaction, perceived quality, commitment, trust, credibility, reputation, brand, and physical facilities, quality of service, communication, advertising, e-banking, staff and price have positive impact on the customer loyalty of Mehre-e-eghtesad bank.
Journal: Int. J. of Services and Operations Management
Pages: 289-306
Issue: 3
Volume: 35
Year: 2020
Keywords: loyalty; customer; service quality; commitment; trust.
File-URL: http://www.inderscience.com/link.php?id=105372
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Handle: RePEc:ids:ijsoma:v:35:y:2020:i:3:p:289-306

Template-Type: ReDIF-Article 1.0
Author-Name: Jenaro Nosedal-Sánchez
Author-X-Name-First: Jenaro
Author-X-Name-Last: Nosedal-Sánchez
Author-Name: Miquel Angel Piera-Eroles
Author-X-Name-First: Miquel Angel
Author-X-Name-Last: Piera-Eroles
Author-Name: Diederik Lebbink
Author-X-Name-First: Diederik
Author-X-Name-Last: Lebbink
Title: Identification and empirical characterisation of flight arrival variation and the impact on departure punctuality
Abstract:
In this paper, based on field data from two years of operations at a European Airport, empirical evidence of the influence of arrival variation on departure delay flight for short scheduled ground times (i.e., up to 60 minutes) is revisited, including 'on time', 'early' and 'late' arrivals. For early and late arrivals, variation is measured together with the extension of the scheduled ground time, and the numbers of departure delay minutes recorded for the next departure are considered. Based on the results obtained, it is provided a quantitative method to identify the effects of early and late arrivals on airport operations, its magnitude is dependent of airport's dynamic factors such demand and capacity and its operational context. For the study case presented early arrivals are shown to generate higher airport operational disturbances compared with late arrivals that allow better reaction capacity to compensate with direct effects on turnaround time process.
Journal: Int. J. of Services and Operations Management
Pages: 307-320
Issue: 3
Volume: 35
Year: 2020
Keywords: air transportation; departure punctuality; earliness impact; operational disturbances; delays; flight arrival variation.
File-URL: http://www.inderscience.com/link.php?id=105373
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Handle: RePEc:ids:ijsoma:v:35:y:2020:i:3:p:307-320

Template-Type: ReDIF-Article 1.0
Author-Name: Elizabeth Copeland Beckham
Author-X-Name-First: Elizabeth Copeland
Author-X-Name-Last: Beckham
Author-Name: Reuben F. Burch
Author-X-Name-First: Reuben F.
Author-X-Name-Last: Burch
Author-Name: Lesley Strawderman
Author-X-Name-First: Lesley
Author-X-Name-Last: Strawderman
Author-Name: Kari Babski-Reeves
Author-X-Name-First: Kari
Author-X-Name-Last: Babski-Reeves
Author-Name: Linkan Bian
Author-X-Name-First: Linkan
Author-X-Name-Last: Bian
Author-Name: Katherine King
Author-X-Name-First: Katherine
Author-X-Name-Last: King
Title: Feedback mode preference and performance improvement with a handheld scanning device
Abstract:
This study was conducted to determine if combining feedback modes is beneficial for operator performance on a handheld scanning device within the services distribution industry. An industrial handheld scanner was used to examine four feedback conditions: 1) auditory; 2) auditory-visual; 3) auditory-tactile; 4) auditory-visual-tactile. Participants completed one trial under each experimental feedback condition during one experimental session. In each trial, participants scanned 50 boxes during a simulated box scanning task. Task completion time, completion time ranks, hit rate and false alarms were recorded and analysed. While the auditory-visual-tactile feedback combination produced the fastest task completion time, there was no significant improvement in operator performance between the four feedback settings tested. Through further understanding of the most preferred feedback modes, or combination of such, identification of improved scanner settings for this device and task can be made.
Journal: Int. J. of Services and Operations Management
Pages: 321-338
Issue: 3
Volume: 35
Year: 2020
Keywords: feedback modalities; redundant feedback; handheld device; wand form factor; haptic feedback; audible feedback; visual feedback; industrial scanning; service industry; distribution.
File-URL: http://www.inderscience.com/link.php?id=105374
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Handle: RePEc:ids:ijsoma:v:35:y:2020:i:3:p:321-338

Template-Type: ReDIF-Article 1.0
Author-Name: Sanjeev Bordoloi
Author-X-Name-First: Sanjeev
Author-X-Name-Last: Bordoloi
Title: Modelling patient satisfaction in healthcare
Abstract:
Patient satisfaction is often a top priority within healthcare organisations. This satisfaction is measured through patient surveys and understanding patient's perceptions of the services they are offered. Increasingly, patient satisfaction has been regarded as a major factor in measuring overall service quality of a healthcare firm. One area that hospitals have found challenging is their service offered over the phone. It is therefore important to observe the call centre operations within a healthcare organisation to fully understand what leads to patient dissatisfaction, and thereby recommend ideas to improve patient satisfaction. The present study analyses a hospital that is facing challenges related to their phone services. The goal is to improve the overall service quality, ultimately leading to improvement in patient satisfaction. Quality tools such as Pareto analysis and fishbone diagrams were used to conduct the analysis. Then, quantitative models from waiting line management were used to determine optimal staffing levels of call centre agents and triage nurses to meet quality goals as stipulated by the management, in terms of acceptable customer waiting time.
Journal: Int. J. of Services and Operations Management
Pages: 339-358
Issue: 3
Volume: 35
Year: 2020
Keywords: patient satisfaction; Pareto analysis; fishbone diagram; nurse staffing.
File-URL: http://www.inderscience.com/link.php?id=105375
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Handle: RePEc:ids:ijsoma:v:35:y:2020:i:3:p:339-358

Template-Type: ReDIF-Article 1.0
Author-Name: Ajay Bohtan
Author-X-Name-First: Ajay
Author-X-Name-Last: Bohtan
Author-Name: K. Mathiyazhagan
Author-X-Name-First: K.
Author-X-Name-Last: Mathiyazhagan
Author-Name: Prem Vrat
Author-X-Name-First: Prem
Author-X-Name-Last: Vrat
Title: Indian public distribution system in a supply chain perspective: a critical review and the way forward
Abstract:
In this paper, the working of a public distribution system (PDS) towards distribution of foodgrains with a supply chain perspective has been investigated. This literature review has been undertaken to examine the published literature available on PDS followed the world over, with a specific focus on India. The paper analyses the PDS stakeholders and its components for deficiencies and addresses the solutions for its improvement given in the available literature. The various dimensions of the PDS studied, reveals numerous gaps between the deficiencies identified in the current system and measures to overcome the same. A future research agenda towards increasing the efficiency and efficacy of the PDS supply chain management has also been brought out by this paper.
Journal: Int. J. of Services and Operations Management
Pages: 359-397
Issue: 3
Volume: 35
Year: 2020
Keywords: foodgrains; public distribution system; supply chain management; literature review.
File-URL: http://www.inderscience.com/link.php?id=105376
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Handle: RePEc:ids:ijsoma:v:35:y:2020:i:3:p:359-397

Template-Type: ReDIF-Article 1.0
Author-Name: Mohan Gopalakrishnan
Author-X-Name-First: Mohan
Author-X-Name-Last: Gopalakrishnan
Author-Name: Srimathy Mohan
Author-X-Name-First: Srimathy
Author-X-Name-Last: Mohan
Title: Analytical evaluation of relation between alignment and performance in service triads – three differing contexts
Abstract:
Supply chain (SC) agility depends on organisational structure; customer satisfaction, and collaboration among SC actors. To understand these dimensions and their impact on supply chain performance, we have analysed three 'triadic' relationships. Examples in this research paper involve: 1) hospital buyers managing high-cost supplies with outside vendors, but influenced by its physicians; 2) specialised hospital outpatient units that need to coordinate patient flow with medical staff and attending physicians; 3) logistics service providers with assets managing its demand with external customer through an internal brokerage service. Specifically, we have analytically evaluated organisational – 'pressures' (hierarchical versus bureaucratic), 'practices' (scheduling, time-blocks) and 'structures' (captive versus autonomous) and how they influence alignment between interactions in the respective triads to ultimately affect performance, namely, lower supply expenses, balancing customer satisfaction and asset utilisation, and profitability.
Journal: Int. J. of Services and Operations Management
Pages: 399-420
Issue: 4
Volume: 35
Year: 2020
Keywords: triads; alignment; professionalisation; time-blocks; scheduling; simulation; autonomous; captive.
File-URL: http://www.inderscience.com/link.php?id=105907
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Handle: RePEc:ids:ijsoma:v:35:y:2020:i:4:p:399-420

Template-Type: ReDIF-Article 1.0
Author-Name: Amber A. Smith-Ditizio
Author-X-Name-First: Amber A.
Author-X-Name-Last: Smith-Ditizio
Author-Name: Leslie Graham
Author-X-Name-First: Leslie
Author-X-Name-Last: Graham
Author-Name: David L. Nichols
Author-X-Name-First: David L.
Author-X-Name-Last: Nichols
Author-Name: Kerry S. Webb
Author-X-Name-First: Kerry S.
Author-X-Name-Last: Webb
Title: Gender and worker productivity issues associated with sport betting from an ethical perspective
Abstract:
Using selected intrinsic and extrinsic motivational factors grounded in consequentialism, deontology, and virtue perspectives, an empirical study was conducted on highly educated professionals in the Pittsburgh, PA area. The working business professionals that were targeted for this research were those that the primary investigator has accumulated over time as part of the researcher's LinkedIn™ social network. Many male respondents felt that engaging in sport-related betting within the workplace was more acceptable than their females and tended to feel more utilitarian in their approach to justify such actions. Typically a deontology-based ethical perspective suited males as they felt that sport-related gambling activities had a more positive impact on the emotional state of the office atmosphere and were more willing to become personally less productive and use company resources at work during sporting events.
Journal: Int. J. of Services and Operations Management
Pages: 421-439
Issue: 4
Volume: 35
Year: 2020
Keywords: case study; cyberdeviance; ethical perspectives; gender differences; sports gambling; uses and gratifications theory; worker productivity.
File-URL: http://www.inderscience.com/link.php?id=105908
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Handle: RePEc:ids:ijsoma:v:35:y:2020:i:4:p:421-439

Template-Type: ReDIF-Article 1.0
Author-Name: Cláudio Benevenuto De Campos Lima
Author-X-Name-First: Cláudio Benevenuto De Campos
Author-X-Name-Last: Lima
Author-Name: Rodrigo Nunes Ferreira
Author-X-Name-First: Rodrigo Nunes
Author-X-Name-Last: Ferreira
Author-Name: Danilo Garbazza Vieira
Author-X-Name-First: Danilo Garbazza
Author-X-Name-Last: Vieira
Author-Name: José Francisco Tebaldi De Castro
Author-X-Name-First: José Francisco Tebaldi De
Author-X-Name-Last: Castro
Author-Name: Gilson Brito Alves Lima
Author-X-Name-First: Gilson Brito Alves
Author-X-Name-Last: Lima
Author-Name: Julio Cesar De Faria Alvim Wasserman
Author-X-Name-First: Julio Cesar De Faria Alvim
Author-X-Name-Last: Wasserman
Title: Decision-making improvement in petroleum rigs: a service assessment
Abstract:
In recent years, oil companies have implemented collaborative decision-making centres for well construction (drilling centres), where several solutions are used in real-time with significant impact on company operations. These applications provide necessary data for better decision-making; lowering costs by optimising rig activity time, besides reducing travel and logistics costs. The purpose of this study is to determine perceived value and quality from a specific real-time data transmission solution. A quantitative method was applied through an online survey to test the evaluation model of the data transmission solution of an oil operator in Brazil. It was found that the main factor responsible for dissatisfaction is related to technical support. This approach can be used for other solutions and services and showed as being scalable to different scenarios in the oil industry.
Journal: Int. J. of Services and Operations Management
Pages: 440-460
Issue: 4
Volume: 35
Year: 2020
Keywords: service quality; information system; assessment; service diagnosis; data transmission; user satisfaction.
File-URL: http://www.inderscience.com/link.php?id=105909
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Handle: RePEc:ids:ijsoma:v:35:y:2020:i:4:p:440-460

Template-Type: ReDIF-Article 1.0
Author-Name: Seong-Jong Joo
Author-X-Name-First: Seong-Jong
Author-X-Name-Last: Joo
Author-Name: Bradley C. Boehmke
Author-X-Name-First: Bradley C.
Author-X-Name-Last: Boehmke
Author-Name: Hokey Min
Author-X-Name-First: Hokey
Author-X-Name-Last: Min
Author-Name: Ozden Bayazit
Author-X-Name-First: Ozden
Author-X-Name-Last: Bayazit
Title: Sourcing analytics for evaluating and selecting suppliers using DEA and AHP: a case of the aerospace company
Abstract:
Sourcing represents one of the most upstream supply chain activities, which often dictates the rest of downstream supply chain activities. As such, a poor sourcing decision has a significant trickle-down effect on the effectiveness of a buying firm's manufacturing and logistics decisions. Considering such significance, it is imperative for the firm to make a wise, systematic decision in evaluating and selecting suppliers. To support a critical sourcing decision, we propose a supplier evaluation decision-aid tool within the framework of business analytics, which takes in to account the multiple facets of supplier performance evaluation criteria. As a core of such a tool, we develop a relatively new model that is capable of considering both objective and subjective performance criteria simultaneously using a combination of data envelopment analysis (DEA) and analytic hierarchy process (AHP). To verify the practicality and validity of the proposed analytics-based tool, we applied it to an actual problem facing a US aerospace company.
Journal: Int. J. of Services and Operations Management
Pages: 461-481
Issue: 4
Volume: 35
Year: 2020
Keywords: supplier evaluation; analytic hierarchy process; AHP; data envelopment analysis; DEA; business analytics; case study.
File-URL: http://www.inderscience.com/link.php?id=105910
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Handle: RePEc:ids:ijsoma:v:35:y:2020:i:4:p:461-481

Template-Type: ReDIF-Article 1.0
Author-Name: Waed Ensour
Author-X-Name-First: Waed
Author-X-Name-Last: Ensour
Author-Name: Dia Zeglat
Author-X-Name-First: Dia
Author-X-Name-Last: Zeglat
Author-Name: Hadeel Al-Maaitah
Author-X-Name-First: Hadeel
Author-X-Name-Last: Al-Maaitah
Title: Towards a new model of work passion
Abstract:
This study aimed to investigate how work passion is conceptualised in a new setting and culture as well as to identify factors influencing work passion from the viewpoint of Arab workers. The study investigated the case of Jordanian hotel workers by conducting two focus groups with 16 participants, followed by 25 in-depth interviews. The findings indicate that passion is defined as an intense and positive feeling of the presence of 'enjoyment' in doing a particular job, which illustrates an emotional aspect. Passion depends on the presence of psychological (personal attachment), and situational (extrinsic) aspects. Passionate workers are assumed to show enthusiasm, commitment, and loyalty, representing the behavioural aspect of passion. Furthermore, passion is conceived as an advanced state but not detached from job involvement, engagement, and organisational commitment, meaning these can be engendered by the effect of passion. Although the Jordanian hotel employees were found to be not very different in terms of their conceptualising of work passion, this study presents new factors that are assumed to affect passion. Finally, contrary to what is proposed in the literature, passion was perceived only as a positive state and distinct from workaholism.
Journal: Int. J. of Services and Operations Management
Pages: 482-503
Issue: 4
Volume: 35
Year: 2020
Keywords: work passion; job involvement; job engagement; organisational commitment; hotels; Jordan.
File-URL: http://www.inderscience.com/link.php?id=105911
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Handle: RePEc:ids:ijsoma:v:35:y:2020:i:4:p:482-503

Template-Type: ReDIF-Article 1.0
Author-Name: Takashi Shimizu
Author-X-Name-First: Takashi
Author-X-Name-Last: Shimizu
Author-Name: Kihyun Park
Author-X-Name-First: Kihyun
Author-X-Name-Last: Park
Author-Name: Youngwon Park
Author-X-Name-First: Youngwon
Author-X-Name-Last: Park
Author-Name: Mark H. Haney
Author-X-Name-First: Mark H.
Author-X-Name-Last: Haney
Title: Supply chain risk management and the role of project managers: a comparative analysis of US and Japanese firms
Abstract:
In today's tremendously uncertain business environment, business firms are faced with a wide variety of risks, and risk management is now widely accepted as an important tool in the management of businesses and projects. However, research suggests that there may be differences in the ways that risks are perceived and managed in different cultures. This paper contributes to our understanding of risk management across cultures through the analysis of a risk-management survey administered to firms in both Japan and the USA. The analysis compares risk management practices of Japanese and US firms. Specifically, this paper investigates the patterns of product risk management utilised by US and Japanese firms and discusses possible causes of their differences and how the differences affect firm behaviour. Key findings include that 1) US firms have relatively weak risk management systems compared to their Japanese counterparts; 2) US firms using both project managers and quality management departments for risk management are proactive in their risk management; 3) those firms using only project managers for risk management are reluctant to expand or renew their risk management systems. Possible causes of these differences and how the differences affect firm behaviour are discussed.
Journal: Int. J. of Services and Operations Management
Pages: 504-527
Issue: 4
Volume: 35
Year: 2020
Keywords: supply chain risk management; product risk; project management; quality management.
File-URL: http://www.inderscience.com/link.php?id=105912
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Handle: RePEc:ids:ijsoma:v:35:y:2020:i:4:p:504-527

Template-Type: ReDIF-Article 1.0
Author-Name: Anindya Rachma Dwicahyani
Author-X-Name-First: Anindya Rachma
Author-X-Name-Last: Dwicahyani
Author-Name: Eva Kholisoh
Author-X-Name-First: Eva
Author-X-Name-Last: Kholisoh
Author-Name: Cucuk Nur Rosyidi
Author-X-Name-First: Cucuk Nur
Author-X-Name-Last: Rosyidi
Author-Name: Pringgo Widyo Laksono
Author-X-Name-First: Pringgo Widyo
Author-X-Name-Last: Laksono
Author-Name: Wakhid Ahmad Jauhari
Author-X-Name-First: Wakhid Ahmad
Author-X-Name-Last: Jauhari
Title: Inventory model optimisation for a closed-loop retailer-manufacturer-supplier system with imperfect production, reworks and quality dependent return rate
Abstract:
This study investigates a closed-loop supply chain (CLSC) inventory model consisting of a retailer, a manufacturer and a supplier. Here, the return rate is considered to be varied which depends upon the quality level of returned items. The manufacturer performs manufacturing and remanufacturing processes to satisfy the retailer's demand. The manufacturing process is assumed to be imperfect and produces some defective items. All defective items are then reworked. Two recovery processes are considered in the model, which are remanufacturing and refurbishing. The recoverable items which cannot be perfectly recovered will be categorised as refurbishable items and then sold to the secondary market at a reduced price. A solution methodology is provided to find the optimal solutions of the model. A numerical example and sensitivity analysis are performed to show the application of the model and to understand the effects of the changes in key parameters on the model's behaviour, respectively.
Journal: Int. J. of Services and Operations Management
Pages: 528-556
Issue: 4
Volume: 35
Year: 2020
Keywords: remanufacturing; closed-loop supply chain; CLCS; recovery; inventory; inventory model; refurbishing; imperfect production.
File-URL: http://www.inderscience.com/link.php?id=105913
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Handle: RePEc:ids:ijsoma:v:35:y:2020:i:4:p:528-556

Template-Type: ReDIF-Article 1.0
Author-Name: Elina Karttunen
Author-X-Name-First: Elina
Author-X-Name-Last: Karttunen
Author-Name: Mika Immonen
Author-X-Name-First: Mika
Author-X-Name-Last: Immonen
Author-Name: Mikko Pynnönen
Author-X-Name-First: Mikko
Author-X-Name-Last: Pynnönen
Author-Name: Jouni Koivuniemi
Author-X-Name-First: Jouni
Author-X-Name-Last: Koivuniemi
Title: Hidden structure and value network: shedding light on position assessment
Abstract:
This study focuses on hierarchical structures of value networks of service systems. But how can the central and influential network positions be found in the value network? The position of actors is extracted using the hidden structure method (HSM) and centrality metrics of social network analysis (SNA). Both analyses apply adjacency matrix data that reveal direct dependencies of actors in a value network. We measured indegree, outdegree, betweenness, and closeness centralities to each actor to compare SNA and HSM results. HSM can reveal the actors who conduct the most significant activities, as well as more peripheral actors who have a strong influence on core actors. Thus, HSM does not neglect the hierarchy between actors. Our methodological contribution suggests that in parallel with widely used SNA centrality measures, researchers should leverage HSM to define influential actors. Two pharmacy concepts in Finland provide the empirical research context.
Journal: Int. J. of Services and Operations Management
Pages: 1-19
Issue: 1
Volume: 36
Year: 2020
Keywords: value network; network structure; network position; actor; role; hidden structure method; HSM; social network analysis; SNA; pharmaceutical network; centrality; adjacency matrix.
File-URL: http://www.inderscience.com/link.php?id=106790
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Handle: RePEc:ids:ijsoma:v:36:y:2020:i:1:p:1-19

Template-Type: ReDIF-Article 1.0
Author-Name: Sanjiv Kumar Tiwari
Author-X-Name-First: Sanjiv Kumar
Author-X-Name-Last: Tiwari
Author-Name: Ritesh Kumar Singh
Author-X-Name-First: Ritesh Kumar
Author-X-Name-Last: Singh
Author-Name: Sharad Chandra Srivastava
Author-X-Name-First: Sharad Chandra
Author-X-Name-Last: Srivastava
Title: Implementing lean paradigm in an Indian foundry facility: a case study
Abstract:
This article seeks to establish the effectiveness of lean manufacturing in eliminating the hidden wastes, maintaining better inventory control and reducing the total production time. A large Indian foundry facility is utilised to illustrate the adopted approach. Firstly, current state mapping is prepared to have the knowledge of the existing procedure followed in the production of castings. In addition, relevant data such as, cycle time, changeover time, percentage of defects, percentage downtime and inventory in between the processes are collected for each process. Further, the future state map is created, after amending the entire process, by adopting the methodology proposed by Rother and Shook (1999). Additionally, the required buffer size (number of Kanbans) at each stage and the sequence of production are also estimated by adopting the method advocated by the Smalley (2004). Finally, improvement is accounted in terms of reduced lead time of the process.
Journal: Int. J. of Services and Operations Management
Pages: 20-41
Issue: 1
Volume: 36
Year: 2020
Keywords: lean manufacturing; value stream mapping; VSM; Kanban; supermarket; pull system.
File-URL: http://www.inderscience.com/link.php?id=106791
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Handle: RePEc:ids:ijsoma:v:36:y:2020:i:1:p:20-41

Template-Type: ReDIF-Article 1.0
Author-Name: Jure Erjavec
Author-X-Name-First: Jure
Author-X-Name-Last: Erjavec
Author-Name: Peter Trkman
Author-X-Name-First: Peter
Author-X-Name-Last: Trkman
Title: Behavioural operations management - identification of its research program
Abstract:
The rise in popularity of the behavioural operations management field has resulted in several attempts to clearly establish this multidisciplinary field. Given the divergent views of what the field actually includes, this paper attempts to contribute to an ongoing debate about the current state of the field as a research field and its future development. The paper uses Lakatos' view that suggests that instead of individual theories, scientific progress should be viewed in the context of research programs, which consist of the hard core and the protective belt. To identify subfields, the paper combines the literature review with a co-citation network analysis of the behavioural operations management field between 1957 and 2015. Six clusters are identified. The domain base cluster represents the hard core of the field, while five other clusters (newsvendor, bullwhip and inventory optimisation, social goals, supplier relationship, and organisational behaviour) represent its protective belt. In addition to the exploration of existing clusters, the analysis in the paper offers an excellent starting point to identify and position further research questions. A study like this is easily replicable and enables following the evolution of the field.
Journal: Int. J. of Services and Operations Management
Pages: 42-71
Issue: 1
Volume: 36
Year: 2020
Keywords: behavioural operations management; BOM; research program; network analysis; co-citation analysis; cluster analysis.
File-URL: http://www.inderscience.com/link.php?id=106792
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Handle: RePEc:ids:ijsoma:v:36:y:2020:i:1:p:42-71

Template-Type: ReDIF-Article 1.0
Author-Name: Ahmad Kamali
Author-X-Name-First: Ahmad
Author-X-Name-Last: Kamali
Author-Name: Seyed Mojtaba Sajadi
Author-X-Name-First: Seyed Mojtaba
Author-X-Name-Last: Sajadi
Author-Name: Fariborz Jolai
Author-X-Name-First: Fariborz
Author-X-Name-Last: Jolai
Title: Optimising emergency medical centres location with a response-time-decreasing approach using hybrid methods of optimisation and simulation
Abstract:
Decision making about the emergency medical centres location is a complicated problem which managers of healthcare systems are confronted to. In order to respond to requests as fast as possible, the emergency medical centres should be placed in the best condition. There are some cases that affect on emergency medical service operation, like calls distribution, traffic condition and operative costs. The paper combines the optimisation techniques with simulation in locating the emergency medical centres in order to decrease the operative costs and also increase the quality of medical emergency services. The method first locates the centres using optimisation techniques, and then having assigned the ambulances to the centres, it analyses different scenarios of locating the centres and assigning the ambulances to them in a dynamic method using computer simulation. The proposed method of emergency centres location and ambulance-assignments was implemented in Isfahan (Iran) as a case study and resulted in lower response time. The comparison of results with real situations shows the efficiency of this method.
Journal: Int. J. of Services and Operations Management
Pages: 72-93
Issue: 1
Volume: 36
Year: 2020
Keywords: emergency medical services; EMSs; location; simulation.
File-URL: http://www.inderscience.com/link.php?id=106793
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Handle: RePEc:ids:ijsoma:v:36:y:2020:i:1:p:72-93

Template-Type: ReDIF-Article 1.0
Author-Name: N. Shani
Author-X-Name-First: N.
Author-X-Name-Last: Shani
Author-Name: U.S. Senthilkumar
Author-X-Name-First: U.S.
Author-X-Name-Last: Senthilkumar
Title: Employee perception towards the retention strategy of IT industry in Coimbatore
Abstract:
The IT industry in Coimbatore is growing at a considerably good rate. The construction of the IT techno parks, development in infrastructure and availability of the right talent pool from the premier colleges in Coimbatore present a promising future for Coimbatore to become the next IT destination in India, beating Chennai IT industry that offers attractive salaries and perks of different kind to the employees. The talented employees always seek the best prospectus for career growth and compensation, and they have wide opportunities available in the vast industry. Retaining the right talent plays a crucial role in the success of the organisation. This study examines the perception of the IT employees of the Tidel Park in Coimbatore towards the retention strategies followed in their companies. Salary package, retention bonus, onsite opportunities and promotion are found to be some of the significant retention factors.
Journal: Int. J. of Services and Operations Management
Pages: 94-109
Issue: 1
Volume: 36
Year: 2020
Keywords: IT industry; employee perception; retention strategy; Coimbatore.
File-URL: http://www.inderscience.com/link.php?id=106794
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Handle: RePEc:ids:ijsoma:v:36:y:2020:i:1:p:94-109

Template-Type: ReDIF-Article 1.0
Author-Name: Isabelle Confort Machado
Author-X-Name-First: Isabelle Confort
Author-X-Name-Last: Machado
Author-Name: Rosley Anholon
Author-X-Name-First: Rosley
Author-X-Name-Last: Anholon
Author-Name: Osvaldo Luiz Gonçalves Quelhas
Author-X-Name-First: Osvaldo Luiz Gonçalves
Author-X-Name-Last: Quelhas
Author-Name: Olívio Novaski
Author-X-Name-First: Olívio
Author-X-Name-Last: Novaski
Author-Name: Jefferson De Souza Pinto
Author-X-Name-First: Jefferson De Souza
Author-X-Name-Last: Pinto
Title: Critical success factors concerning the management of industrial services
Abstract:
The main purpose of this paper is to develop a literature review to present the critical success factors (CSFs) for industrial service management and based on the CSF found, to conduct a case study in a Brazilian company to validate the data obtained. The methodology used was a literature review about the theme 'industrial service' and the case study was supported by semi-structured interviews. The results showed that 12 of the 13 CSF found in the literature review are completely executed by the company studied, while one is partially applicable. The value of this paper lies in the fact that there are a low number of publications about the subject, especially in South America, highlighting the originality of the study proposed.
Journal: Int. J. of Services and Operations Management
Pages: 110-129
Issue: 1
Volume: 36
Year: 2020
Keywords: industrial service management; services; service operation management; service industry; critical success factors; CSFs; industrial service; service sector.
File-URL: http://www.inderscience.com/link.php?id=106795
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Handle: RePEc:ids:ijsoma:v:36:y:2020:i:1:p:110-129

Template-Type: ReDIF-Article 1.0
Author-Name: Hamed Jafari
Author-X-Name-First: Hamed
Author-X-Name-Last: Jafari
Author-Name: Seyed Reza Hejazi
Author-X-Name-First: Seyed Reza
Author-X-Name-Last: Hejazi
Author-Name: Morteza Rasti-Barzoki
Author-X-Name-First: Morteza
Author-X-Name-Last: Rasti-Barzoki
Title: Game theoretical approach to price a product under two-echelon supply chain containing e-tail selling channel
Abstract:
In this study, pricing decisions are investigated on a dual-channel supply chain including one manufacturer and multiple retailers. The manufacturer sells a product through the internet and through the retail channel, simultaneously. It is assumed that the market is controlled by the manufacturer. Thus, the manufacturer becomes leader and the retailers perform as followers. In this setting, the Bertrand and collusion game-theoretic models are developed to analyse the pricing strategies among the retailers. Then, the equilibrium decisions are compared and some managerial insights are presented. It is found that the manufacturer's profit and the profit of the whole system given by the Bertrand game are higher than by the collusion, while this inference is reversed for the retailers' profits. Moreover, larger the number of the retailers in the retail channel leads to lower retailers' profits, whereas the manufacturer's profit and the profit of the whole system increase.
Journal: Int. J. of Services and Operations Management
Pages: 131-160
Issue: 2
Volume: 36
Year: 2020
Keywords: supply chain management; dual-channel; electronic commerce; e-commerce; pricing; game theory; Bertrand; collusion; e-tail channel; retail channel; competition.
File-URL: http://www.inderscience.com/link.php?id=107206
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Handle: RePEc:ids:ijsoma:v:36:y:2020:i:2:p:131-160

Template-Type: ReDIF-Article 1.0
Author-Name: James B. Martin
Author-X-Name-First: James B.
Author-X-Name-Last: Martin
Author-Name: Joyendu Bhadury
Author-X-Name-First: Joyendu
Author-X-Name-Last: Bhadury
Author-Name: Kwasi Amoako-Gyampah
Author-X-Name-First: Kwasi
Author-X-Name-Last: Amoako-Gyampah
Author-Name: Steve Bert
Author-X-Name-First: Steve
Author-X-Name-Last: Bert
Author-Name: Eugene Murray
Author-X-Name-First: Eugene
Author-X-Name-Last: Murray
Title: Service operations in public sector agencies: evidence from NCDMV
Abstract:
This paper studies customer service in public agencies within the context of vehicle titling and registration services in North Carolina Division of Motor Vehicles (NCDMV). Over 17,000 observations were recorded from the operations of 27 offices in North Carolina and analysis performed on the same to delineate operational factors that impact service quality. Primary findings include: salient determinants of customer service and waiting times; benefits of process standardisation/automation; evidence that privately-operated offices with permanent contracts or those that are state owned and operated provide worse service than those operated by private contractors with time-limited contracts and; evidence that incomplete transactions represent a significant customer service problem. The study also provides evidence of the consistency of NCDMV's compensation rates, a surprising result given that these rates were not set by the legislature after adequate data-based analyses. Theoretical implications of the findings are discussed along with the legislative impact of this study.
Journal: Int. J. of Services and Operations Management
Pages: 161-188
Issue: 2
Volume: 36
Year: 2020
Keywords: service operations; Division of Motor Vehicle; DMV; service time; waiting time; public sector management.
File-URL: http://www.inderscience.com/link.php?id=107207
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Handle: RePEc:ids:ijsoma:v:36:y:2020:i:2:p:161-188

Template-Type: ReDIF-Article 1.0
Author-Name: Philemon Oyewole
Author-X-Name-First: Philemon
Author-X-Name-Last: Oyewole
Title: Socio-demographic characteristics and the level of importance that consumers attach to services offered in the passenger airline industry
Abstract:
As international competition in the airline industry intensifies, how airline companies structure the design of their service offerings to meet the real needs of their customers becomes crucial to survival. This paper examines the level of importance attributed by consumers to different elementary services customarily provided by companies in the passenger airline industry. It determines if and to what extent, this is influenced by consumer's socio-demographic characteristics of education, occupation, income, age, gender, marital status and nationality. A total of 20 elementary services often offered by companies in the international passenger airline industry were examined. Findings of the empirical research carried out revealed that, while education, and marital status had no apparent influence; age, gender, income, occupation, and nationality tend to exert significant influence on the level of importance that consumers attach to services offered in the passenger airline industry. Managerial implications of this result are discussed, and directions for future research are given.
Journal: Int. J. of Services and Operations Management
Pages: 204-227
Issue: 2
Volume: 36
Year: 2020
Keywords: services marketing; service offering; airline industry; importance; socio-demographics; transportation.
File-URL: http://www.inderscience.com/link.php?id=107208
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Handle: RePEc:ids:ijsoma:v:36:y:2020:i:2:p:204-227

Template-Type: ReDIF-Article 1.0
Author-Name: Ferdous Sarwar
Author-X-Name-First: Ferdous
Author-X-Name-Last: Sarwar
Author-Name: Noman H. Chowdhury
Author-X-Name-First: Noman H.
Author-X-Name-Last: Chowdhury
Author-Name: Syed Helal Uddin
Author-X-Name-First: Syed Helal
Author-X-Name-Last: Uddin
Title: Modelling and optimisation of facility layout problem using firefly algorithm
Abstract:
Facilities planning is a critical issue in today's competitive manufacturing and service sectors. With rapidly increasing global competition, elimination of waste and continuous improvement of productivity is vital that greatly depends on how people plan, organise and utilise the facilities in an organisation. In facility layout problems, objective functions are modelled with different objectives that include minimisation of cost or flow of materials, maximisations of closeness rewards, etc. This paper proposes a mathematical model with a continuous representation of distance-based adjacency matrix. The resulting exact model will consider every all-rectangular-department solutions. A nature-inspired firefly algorithm is applied to find out the solution of the model.
Journal: Int. J. of Services and Operations Management
Pages: 189-203
Issue: 2
Volume: 36
Year: 2020
Keywords: facility layout; firefly algorithm; multi-objective optimisation.
File-URL: http://www.inderscience.com/link.php?id=107209
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Handle: RePEc:ids:ijsoma:v:36:y:2020:i:2:p:189-203

Template-Type: ReDIF-Article 1.0
Author-Name: Fernando Luiz Emerenciano Viana
Author-X-Name-First: Fernando Luiz Emerenciano
Author-X-Name-Last: Viana
Author-Name: Roger Augusto Luna
Author-X-Name-First: Roger Augusto
Author-X-Name-Last: Luna
Title: Operational capabilities, performance, and strategic alignment in Brazilian micro and small enterprises
Abstract:
Micro and small enterprises (MSEs) have contributed significantly to economic development in many countries, but they have many challenges. The aim of this study is to identify and evaluate the most important capabilities for the operations strategies used by MSEs in Brazil, to determine whether the degree of importance given to each capability influences the performance of the same, and to ascertain whether companies have strategic alignment. In methodological terms, this is an exploratory and explanatory quantitative study. Questionnaires were distributed to a sample of 1,250 MSEs, and we used multinomial logistic regression for the data analysis. These MSEs consider reliability the most important operational capability. A positive relationship was observed between the importance given to a capability by the firm and the probability of achieving superior performance in this capability relative to its competitors. Moreover, most of the researched firms presented strategic alignment.
Journal: Int. J. of Services and Operations Management
Pages: 228-246
Issue: 2
Volume: 36
Year: 2020
Keywords: operational capabilities; performance; strategic alignment; micro and small enterprises.
File-URL: http://www.inderscience.com/link.php?id=107210
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Handle: RePEc:ids:ijsoma:v:36:y:2020:i:2:p:228-246

Template-Type: ReDIF-Article 1.0
Author-Name: Abdullah A. Alkhoraif
Author-X-Name-First: Abdullah A.
Author-X-Name-Last: Alkhoraif
Author-Name: Patrick McLaughlin
Author-X-Name-First: Patrick
Author-X-Name-Last: McLaughlin
Title: Explore and evaluate organisational culture aspects that affect lean implementation within manufacturing SMEs: the case of Saudi Arabia
Abstract:
There is a scarcity of research about cultural aspects and organisational culture related to lean implementation (LI) (Pakdil and Leonard, 2015). In order to addressing the need for organisational culture (OC) to better facilitate lean and propel its success among small and medium enterprises (SMEs) in Saudi Arabia as a case, requires a methodology which supports the research and analysis of OC. Grounded theory, action research and an inductive approach has been selected. Due to the nature of the topic requiring the exploration of culture, it is beneficial to utilise qualitative research which is provided by grounded theory that has been adopted. Thus, adhering to the grounded theory process utilising an issue focused approach (Sackmann, 1991). Semi-structured interviews, observations and focus-groups were chosen to conduct this exploratory study. 37 aspects have been identified from semi-structured interviews. All these aspects have been aggregated through focus groups to seven main themes.
Journal: Int. J. of Services and Operations Management
Pages: 247-270
Issue: 2
Volume: 36
Year: 2020
Keywords: lean implementation; LI; organisational culture; OC; enablers; inhibiters; small and medium enterprises; SMEs; continues improvement; CI; King of Saudi Arabia; KSA; Saudi Arabia.
File-URL: http://www.inderscience.com/link.php?id=107211
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Handle: RePEc:ids:ijsoma:v:36:y:2020:i:2:p:247-270

Template-Type: ReDIF-Article 1.0
Author-Name: S. Hemapriya
Author-X-Name-First: S.
Author-X-Name-Last: Hemapriya
Author-Name: R. Uthayakumar
Author-X-Name-First: R.
Author-X-Name-Last: Uthayakumar
Title: Two echelon supply chain with permissible delay in payments under exponential lead time involving investment for quality improvement and ordering cost reduction
Abstract:
This paper deals with continuous review inventory policy under permissible delay in payments with investment for quality improvement and ordering cost reduction. The supplier offers a credit period that is less than the average duration of the inventory model. The lead time of receiving products from the vendor to a buyer is a variable which is controllable by adding extra crashing cost. A mathematical model is derived to investigate the effects of ordering cost reduction, permissible delay in payments and investment for quality improvement and it can be achieved by optimising the order quantity, lead time and total number of deliveries in one production run simultaneously with the objective of minimising joint expected total cost <i>(JETC)</i>. Furthermore, the sensitivity analysis is included and the numerical examples are given to illustrate the results. Finally, graphical representation is presented to illustrate the model.
Journal: Int. J. of Services and Operations Management
Pages: 271-302
Issue: 3
Volume: 36
Year: 2020
Keywords: integrated inventory model; permissible delay in payments; exponential crashing cost; investment for quality improvements; ordering cost reduction.
File-URL: http://www.inderscience.com/link.php?id=108114
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Handle: RePEc:ids:ijsoma:v:36:y:2020:i:3:p:271-302

Template-Type: ReDIF-Article 1.0
Author-Name: Erwin Rauch
Author-X-Name-First: Erwin
Author-X-Name-Last: Rauch
Author-Name: Dominik T. Matt
Author-X-Name-First: Dominik T.
Author-X-Name-Last: Matt
Author-Name: Christian Linder
Author-X-Name-First: Christian
Author-X-Name-Last: Linder
Title: Lean management in hospitality: methods, applications and future directions
Abstract:
The hospitality industry is under constant pressure to optimise internal processes, while at the same time extending services to the customer. The purpose of this study is to outline the potential of lean management as a successful approach to increase efficiency and productivity in operational processes in the hospitality industry. We demonstrate that the proven potential of lean methods in fields like manufacturing can be successfully transferred to the needs of the hospitality industry. As a result, the research shows a selection of lean methods which are particularly suitable for application in the hotel sector. This study is based on a real case study in order to test the practical application of lean methods in hospitality. Our research contributes to process optimisation in hospitality and can be directly implemented by practitioners. Further it provides future directions in the transformation of lean methods through digitisation.
Journal: Int. J. of Services and Operations Management
Pages: 303-326
Issue: 3
Volume: 36
Year: 2020
Keywords: lean management; lean hospitality; lean hotel; digitisation; Industry 4.0; smart hospitality; service industry; hospitality industry.
File-URL: http://www.inderscience.com/link.php?id=108115
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Handle: RePEc:ids:ijsoma:v:36:y:2020:i:3:p:303-326

Template-Type: ReDIF-Article 1.0
Author-Name: Joshua Teck Khun Loo
Author-X-Name-First: Joshua Teck Khun
Author-X-Name-Last: Loo
Author-Name: Rajendran Muthuvelo
Author-X-Name-First: Rajendran
Author-X-Name-Last: Muthuvelo
Author-Name: Shaian Kiumarsi
Author-X-Name-First: Shaian
Author-X-Name-Last: Kiumarsi
Author-Name: Fadzil Ali
Author-X-Name-First: Fadzil
Author-X-Name-Last: Ali
Title: The effect of scenario planning on non-financial performance in Malaysia hotel industry
Abstract:
This study examines the effects of scenario planning on non-financial performance of business organisations in the hospitality industry. This has the capacity to promote the understanding of regional and global tourism environment through additional alternative methods. Several studies on organisational performance have deployed the conventional planning and strategies to determine the best alternative that could accelerate business performance and sustain its environment. In order to determine the cause and effect relationship between the two variables, the study applies the VB-SEM using Smart-PLS to 82 samples. Evidence from the study reveals that scenario planning has a direct positive effect on non-financial performance of business organisations in the hospitality industry. Thus, the study emphasises that scenario planning is fundamental and practical strategic tools that could be deployed to accelerate non-financial performance.
Journal: Int. J. of Services and Operations Management
Pages: 327-347
Issue: 3
Volume: 36
Year: 2020
Keywords: scenario planning; macro scenario; industry scenario; micro scenario; non-financial performance; Malaysia.
File-URL: http://www.inderscience.com/link.php?id=108116
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Handle: RePEc:ids:ijsoma:v:36:y:2020:i:3:p:327-347

Template-Type: ReDIF-Article 1.0
Author-Name: Fernando Macieira
Author-X-Name-First: Fernando
Author-X-Name-Last: Macieira
Author-Name: Tiago Oliveira
Author-X-Name-First: Tiago
Author-X-Name-Last: Oliveira
Author-Name: Mitsuru Yanaze
Author-X-Name-First: Mitsuru
Author-X-Name-Last: Yanaze
Title: Models of satisfaction antecedents: a brief review. An integrative literature review of the most discussed satisfaction models in marketing studies
Abstract:
This article is an integrative review on satisfaction models. Its main purpose is to bring back the discussion on consumer satisfaction and loyalty - topics that are currently not receiving adequate attention by service management researchers. As a field grows, integrative review addresses the need to aggregate, critique and re-conceptualise the knowledge, as it continues to develop, this being particularly appropriate when contradictory evidence appears (Torraco, 2005). Nevertheless, this article summarises comments and integrates the most important models and theories concerning consumer satisfaction models, and adds suggestions for future research.
Journal: Int. J. of Services and Operations Management
Pages: 348-359
Issue: 3
Volume: 36
Year: 2020
Keywords: service quality; satisfaction models; satisfaction antecedents; integrative review; loyalty; service management; SERVQUAL; retail service quality; RSQ; service quality model; quality dimensions.
File-URL: http://www.inderscience.com/link.php?id=108118
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Handle: RePEc:ids:ijsoma:v:36:y:2020:i:3:p:348-359

Template-Type: ReDIF-Article 1.0
Author-Name: Titus Ebenezer Kwofie
Author-X-Name-First: Titus Ebenezer
Author-X-Name-Last: Kwofie
Author-Name: Clinton Ohis Aigbavboa
Author-X-Name-First: Clinton Ohis
Author-X-Name-Last: Aigbavboa
Author-Name: Ellence Dipolelo Molobela
Author-X-Name-First: Ellence Dipolelo
Author-X-Name-Last: Molobela
Title: Nature of effects of dynamics of team control on project team effectiveness in construction project delivery
Abstract:
Plethora of research have indicated that task performance is influenced by the level of project team effectiveness and team control. However, little is known about the influence of team control on construction project team effectiveness. Using a questionnaire survey and a partial least square structural equation modelling (PLS-SEM) analysis, this study explored the effects of dynamics of team control on the level of team effectiveness in construction project delivery. The results revealed that formal control (FC) and informal control (IC) account for about 65% (0.648) and 30% (0.304) respectively of the total 71.0% variance in the level of team effectiveness in project delivery. Thus, formal and informal controls in project teams make substantial and moderate effects respectively to the level of team effectiveness in project delivery. Thus, project teams can enhance and legitimise their formal and informal controls in project delivery towards improving their effectiveness in task and team performance.
Journal: Int. J. of Services and Operations Management
Pages: 360-380
Issue: 3
Volume: 36
Year: 2020
Keywords: team control; team effectiveness; project delivery; teamwork.
File-URL: http://www.inderscience.com/link.php?id=108119
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Handle: RePEc:ids:ijsoma:v:36:y:2020:i:3:p:360-380

Template-Type: ReDIF-Article 1.0
Author-Name: Jordi Meya Domínguez
Author-X-Name-First: Jordi Meya
Author-X-Name-Last: Domínguez
Author-Name: Piriya Pholphirul
Author-X-Name-First: Piriya
Author-X-Name-Last: Pholphirul
Title: Service facilities and hotel performance: empirical evidence from hotel-level data in Thailand
Abstract:
The main purpose of this paper is to examine the effects of service facilities on performance within the hotel industry. Its unique contribution is the use of national-representative secondary data on the hospitality industry in Thailand, as a case of a major tourist destination country. Covering 2,627 hotel observations, our estimated regression indicates that service facilities affect native guests and foreign guests differently, which can lead to different strategic actions for each group. Among all kinds of service facilities, providing internet service seems to be the greatest contribution to hotel performance. Therefore, in terms of managerial implications, hotel managers should make providing a sound internet connection a priority in order to ensure the successful short-term and long-term performance. As for social implications, especially among small and medium-sized hotels, improving hotel performance by upgrading service facilities is another important tool in promoting tourism as a poverty reduction strategy.
Journal: Int. J. of Services and Operations Management
Pages: 381-402
Issue: 3
Volume: 36
Year: 2020
Keywords: hotel performance; service facilities; Thailand; tourist demand.
File-URL: http://www.inderscience.com/link.php?id=108120
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Handle: RePEc:ids:ijsoma:v:36:y:2020:i:3:p:381-402

Template-Type: ReDIF-Article 1.0
Author-Name: K. Ratna Kumar
Author-X-Name-First: K. Ratna
Author-X-Name-Last: Kumar
Author-Name: T. Radha Ramanan
Author-X-Name-First: T. Radha
Author-X-Name-Last: Ramanan
Author-Name: R. Sridharan
Author-X-Name-First: R.
Author-X-Name-Last: Sridharan
Title: A study on the impact of backorder sales on an integrated supply chain
Abstract:
The integrated procurement, production and distribution planning (IPPDP) problem consists of multiple suppliers who supply raw materials to multiple plants to produce a single product to meet the demand in multiple time horizons. The present research focuses on the analysis of the effect of backorders on the IPPDP problem in a three-echelon supply chain that consists of suppliers, manufacturers and retailers. The IPPDP problem is formulated as a mixed integer linear programming (MILP) model and the optimal solution is obtained with the solver LINGO. The total net profit obtained for the scenario involving lost sales is compared with that for the scenario which involves lost sales and backordering. For a set of problem instances, an increase of 10.29% in the average total net profit and 4.80% in the average fill rate is obtained for the lost sales and backordering scenario compared to the lost-sales-only scenario.
Journal: Int. J. of Services and Operations Management
Pages: 403-424
Issue: 4
Volume: 36
Year: 2020
Keywords: integrated procurement; production and distribution; backordering; lost sales.
File-URL: http://www.inderscience.com/link.php?id=109006
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Handle: RePEc:ids:ijsoma:v:36:y:2020:i:4:p:403-424

Template-Type: ReDIF-Article 1.0
Author-Name: Seyed Hasan Hosseini
Author-X-Name-First: Seyed Hasan
Author-X-Name-Last: Hosseini
Author-Name: Ammar Arabi-Jeshvaghani
Author-X-Name-First: Ammar
Author-X-Name-Last: Arabi-Jeshvaghani
Author-Name: Alireza Akbarzadeh
Author-X-Name-First: Alireza
Author-X-Name-Last: Akbarzadeh
Author-Name: Mohsen Habibi
Author-X-Name-First: Mohsen
Author-X-Name-Last: Habibi
Title: Investigating the role of moderating the quality of working life on the relationship between psychological capital and organisational citizenship behaviour
Abstract:
Present research examines the relationship between psychological capital and organisational citizenship behaviour, with mediation of quality of working life. The research statistical population included the staff and faculty members of Azad University in Isfahan. Required data were collected based on research model and through distributed questionnaire among staff and faculty members and for investigating the relationship among variables and testing hypotheses, multi-variable regression and structural equations (path analysis) have been used. Validity of the questionnaires was examined and verified consulting the university professors and experts, and the questionnaires' reliability was determined by calculating their Cronbach's alpha, that, indicating adequate reliability of them. The results have presented that in confident level of 95%, there is a significant and positive relationship between psychological capital and the quality of working life as well as psychological capital and with organisational citizenship behaviour. The variable of working life quality has also significant and positive relationship with organisational citizenship behaviour. The other finding of research was the significant effect of mediating variable of working life quality according to relationship between psychological capital and organisational citizenship behaviour.
Journal: Int. J. of Services and Operations Management
Pages: 425-439
Issue: 4
Volume: 36
Year: 2020
Keywords: psychological capital; working life quality; organisational citizenship behaviour.
File-URL: http://www.inderscience.com/link.php?id=109008
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Handle: RePEc:ids:ijsoma:v:36:y:2020:i:4:p:425-439

Template-Type: ReDIF-Article 1.0
Author-Name: Shellyanne Wilson
Author-X-Name-First: Shellyanne
Author-X-Name-Last: Wilson
Title: 'Recycle versus buy' scenarios in manufacturing strategy decisions: an empirical study
Abstract:
This paper examines the 'recycle versus buy' decision-making process, which is becoming a critical decision area for companies operating in the plastics, paper, rubber and metal industries. Via the use of scenario analysis, applied in an in-depth case study that uses plastic buckets for packaging, decision alternatives and uncertainties are considered. The scenario analysis produced nested scenario logics, comprising four bases: volume of used-material collected; cost of used-material collection; cost of virgin material; and performance of new product made with high/low ratio of virgin material to recycled material, resulting in 16 possible scenario combinations. For each combination, market, technical and financial feasibility are examined. For each scenario, a single decision alternative was selected from these four possible decision alternatives: full backward integration, taper integration, partial integration and no integration.
Journal: Int. J. of Services and Operations Management
Pages: 455-479
Issue: 4
Volume: 36
Year: 2020
Keywords: manufacturing strategy; decision making; recycle versus buy; scenario analysis.
File-URL: http://www.inderscience.com/link.php?id=109010
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Handle: RePEc:ids:ijsoma:v:36:y:2020:i:4:p:455-479

Template-Type: ReDIF-Article 1.0
Author-Name: Pankaj M. Madhani
Author-X-Name-First: Pankaj M.
Author-X-Name-Last: Madhani
Title: Customer-focused supply chain strategy: developing 4Rs framework for enhancing competitive advantages
Abstract:
Customer-focused supply chain strategy helps firms to respond consumer demand in real-time; provides a superior customer experience; trims overall costs and optimises productivity. Firms that effectively implement customer-focused supply chain strategy are much more likely to achieve better corporate performance in terms of sales, profitability, market share and even customer satisfaction. Customer-focused supply chain also enhances capabilities of the firm to adapt to the rapidly changing business environment. In customer-focused supply chain strategy, supply chains are much more customer focused - they deliver great service at lower cost and a key ingredient of their success is strong emphasis on responsiveness, resiliency, reliability and realignment (4Rs) among supply chain partners, where all are focusing on customer value proposition. This research has developed various frameworks and presented various case studies to emphasise 4Rs as important drivers of customer-focused supply chain strategy.
Journal: Int. J. of Services and Operations Management
Pages: 505-530
Issue: 4
Volume: 36
Year: 2020
Keywords: customer-focus; supply chain strategy; responsiveness; resiliency; reliability; realignment; competitive advantage; customer value proposition; 4Rs.
File-URL: http://www.inderscience.com/link.php?id=109018
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Handle: RePEc:ids:ijsoma:v:36:y:2020:i:4:p:505-530

Template-Type: ReDIF-Article 1.0
Author-Name: Kamran Kianfar
Author-X-Name-First: Kamran
Author-X-Name-Last: Kianfar
Author-Name: Shayan Barafkandeh
Author-X-Name-First: Shayan
Author-X-Name-Last: Barafkandeh
Title: A mathematical model and NSGA-II algorithm for bi-objective grid scheduling problem with quality of service satisfaction
Abstract:
Computational grids consist of the innovative technologies of the new era, which seek to accelerate performance through distributing tasks on computing resources. A grid system makes it feasible to run great computing operations through the connected processors. In this article, a bi-objective problem of grid scheduling based on quality of service concept is discussed. The first objective is to increase the profit earned from customers and the second, to increase the utilisation of computational resources. A mathematical programming model is proposed for the problem and a meta-heuristic NSGA-II algorithm is designed and customised for the problem. In the numerical analysis, by drawing Pareto diagrams and analysing the sensitivity thereof, the efficiency of the proposed methods and the effect of different parameters of the problem on both the methods are assessed. According to the results, the proposed NSGA-II algorithm is highly efficient in terms of solution quality and run time.
Journal: Int. J. of Services and Operations Management
Pages: 531-557
Issue: 4
Volume: 36
Year: 2020
Keywords: grid scheduling; quality of service; mathematical model; NSGA-II algorithm; system utilisation; acceptance/rejection of tasks.
File-URL: http://www.inderscience.com/link.php?id=109020
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Handle: RePEc:ids:ijsoma:v:36:y:2020:i:4:p:531-557

Template-Type: ReDIF-Article 1.0
Author-Name: N.S. Jayawardena
Author-X-Name-First: N.S.
Author-X-Name-Last: Jayawardena
Title: Operational efficiency to financial efficiency - a case study on 'apparel sector' in Sri Lanka
Abstract:
This is an era of economic instability and high inflation in Sri Lanka. Apparel sector is the largest gross export which contributes as the largest net foreign exchange earner from 1992 in Sri Lanka (Dheerasinghe, 2009). In 2002, the apparel industry in Sri Lanka contributed almost 6% of the GDP with a primary foreign exchange value of 40% from exports and 52% from industrial products exports (Embuldeniya, 2015). As a leading apparel brand in Sri Lanka, the ABC Company continuously faces a decreasing movement in operational efficiency. This research examines the factors affecting towards the operational efficiency of the ABC Company to avoid operational inefficiency. Therefore, as a major finding of the study, it has identified the inventory management as the most largely affecting factor towards operational efficiency and the second highest influencing factor as the labour productivity. The least influencing factor is the information system management.
Journal: Int. J. of Services and Operations Management
Pages: 440-454
Issue: 4
Volume: 36
Year: 2020
Keywords: economic stability; major export; operational efficiency; financial efficiency; apparel industry; Sri Lanka.
File-URL: http://www.inderscience.com/link.php?id=109022
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Handle: RePEc:ids:ijsoma:v:36:y:2020:i:4:p:440-454

Template-Type: ReDIF-Article 1.0
Author-Name: S.A. Ezhil
Author-X-Name-First: S.A.
Author-X-Name-Last: Ezhil
Author-Name: Chandrasekharan Rajendran
Author-X-Name-First: Chandrasekharan
Author-X-Name-Last: Rajendran
Title: A Lagrangian-relaxation-based bounding approach for the convoy movement problem in military logistics
Abstract:
Convoy movement problem (CMP) is an important optimisation problem, especially occurring in military logistics, which focuses on routing convoys concurrently in a network. The CMP is subject to constraints for preventing certain interactions between convoys such that the objectives related to travel times of them are minimised. We propose a Lagrangian relaxation (LR) approach to efficiently obtain a lower bound on the optimal solution. Our LR approach does not have integrality property, and hence the lower bound obtained is always tigher than the lower bound obtained using the LP relaxation. As CMP is an NP-complete problem, lower bounds are useful to evaluate the solutions obtained by a heuristic. From our computational experimentation, it is found that the proposed LR approach is superior to the existing LR approach.
Journal: Int. J. of Services and Operations Management
Pages: 480-504
Issue: 4
Volume: 36
Year: 2020
Keywords: military logistics; convoy movement problem; lower bound; Lagrangian relaxation.
File-URL: http://www.inderscience.com/link.php?id=109031
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Handle: RePEc:ids:ijsoma:v:36:y:2020:i:4:p:480-504

Template-Type: ReDIF-Article 1.0
Author-Name: Jamal Ahmed Al-Doori
Author-X-Name-First: Jamal Ahmed
Author-X-Name-Last: Al-Doori
Title: The impact of lean practices on operational performance in the banking sector: an empirical investigation
Abstract:
Banking is considered as the backbone of any country even due to the unfavourable condition like war and internal disputes banking sector in the Middle East is in operations. However, to make these operations sustainable, continuous improvement is essential. It has been proved in the literature that lean approaches enhance the performance for not only manufacturing sector but also service sectors. The aim of this study is to explore the potential benefits of lean approaches in the banking sector of Jordan. Three most effective approaches are total quality management (TQM), 5S services and kaizen have been adopted and applied. A questionnaire has been developed and distributed by convenience sampling in all banks of Jordan. A total of 232 responses have been considered and SPSS 23 has been used for data analysis. The results revealed that all three approaches positively and significantly enhance the operational performance of banking sector. This study will help the managers of banks to make their operations more efficient and productive. For further studies, there is need to test more approaches and especially qualitative investigation to more explore the lean concept.
Journal: Int. J. of Services and Operations Management
Pages: 27-39
Issue: 1
Volume: 37
Year: 2020
Keywords: lean practices; operational performance; large manufacturing; lean production.
File-URL: http://www.inderscience.com/link.php?id=109436
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Template-Type: ReDIF-Article 1.0
Author-Name: Esmaeil Mehdizadeh
Author-X-Name-First: Esmaeil
Author-X-Name-Last: Mehdizadeh
Author-Name: Mansour Shamoradifar
Author-X-Name-First: Mansour
Author-X-Name-Last: Shamoradifar
Author-Name: Seyed Taghi Akhavan Niaki
Author-X-Name-First: Seyed Taghi Akhavan
Author-X-Name-Last: Niaki
Title: An integrated mathematical programming model for a dynamic cellular manufacturing system with limited resources
Abstract:
This paper proposes an integrated integer nonlinear programming model for a concurrent cell formation and production planning problem in a dynamic cell-manufacturing system (DCMS) with limited resources to setup cells and to procure machines. The proposed model seeks to minimise the total costs associated with the production planning and the cell construction and formation under a dynamic system. To validate the model, it is first converted to a linear programming. Then, a numerical example is presented based on which the branch and bound method is used to solve it employing the Lingo 8 software. Besides, due to NP-hardness of the problem, two meta-heuristic algorithms namely a GA and a PSO are utilised to solve large-scale problems. In addition, the Taguchi method is used to calibrate the parameters of the meta-heuristics in order to find better quality solutions. Computational results confirm the efficiency and the effectiveness of the proposed solution algorithms.
Journal: Int. J. of Services and Operations Management
Pages: 1-26
Issue: 1
Volume: 37
Year: 2020
Keywords: dynamic cellular manufacturing system; DCMS; production planning; PP; cell formation; CF; mathematical programming; limited resource; genetic algorithm; GA; particle swarm optimisation; PSO.
File-URL: http://www.inderscience.com/link.php?id=109437
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Template-Type: ReDIF-Article 1.0
Author-Name: Ayham A.M. Jaaron
Author-X-Name-First: Ayham A.M.
Author-X-Name-Last: Jaaron
Title: Restoration of manager's work identity in service departments: the role of service operations design
Abstract:
Strategies used for regulating and improving service departments' managers' (SDMs) valued identity at work through viable and sustainable models of operation are relatively missing. This is particularly true when one considers the paucity of previous studies that have explored the linkages of service operations designs and the construct of SDMs' work identity. This paper, using the lens of identity theory, explores the impact of creating an appropriate service operations design, using systems thinking principles, on the restoration of SDMs' work identity and behaviour. Using multiple-case study approach in three organisations' service departments in the UK, the results demonstrate that the systems thinking for service operations design is an enabler for promoting dramatic changes to the role of SDMs in the workplace. These dramatic changes are resembled by the creation of a transformational management style, changing the role of SDMs from employees' monitors to supporters, and adoption of new discursive practices that are embracing more people-cantered perspective. While the paper introduces an interesting theorisation of manager's identity with systems thinking methodology, it also contributes, for the first time, a discussion of manager's identity theory to the service system design literature in a highly-demanding business environment.
Journal: Int. J. of Services and Operations Management
Pages: 114-132
Issue: 1
Volume: 37
Year: 2020
Keywords: work identity; service operations design; service departments; managers' identity; systems thinking; personnel development; human resources.
File-URL: http://www.inderscience.com/link.php?id=109438
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Handle: RePEc:ids:ijsoma:v:37:y:2020:i:1:p:114-132

Template-Type: ReDIF-Article 1.0
Author-Name: Amelia Ferreira-da-Silva
Author-X-Name-First: Amelia
Author-X-Name-Last: Ferreira-da-Silva
Author-Name: José Pereira
Author-X-Name-First: José
Author-X-Name-Last: Pereira
Author-Name: José Vale
Author-X-Name-First: José
Author-X-Name-Last: Vale
Author-Name: Vera Morais
Author-X-Name-First: Vera
Author-X-Name-Last: Morais
Author-Name: Carla Magalhães
Author-X-Name-First: Carla
Author-X-Name-Last: Magalhães
Title: Kaizen costing as a culturally-based tool: a Portuguese case-study
Abstract:
In the 1970s and 1980s, Japanese success was explained by its culture, and entrepreneurs from the West realised that productivity is not reducible to rationalism and technology. Indeed, nowadays it is well recognised that what best distinguishes an organisation from its competitors are not physical and tangible characteristics. Intangible dimensions, like organisational culture, play an important role in organisational success or failure. This research argues that organisational culture interacts with kaizen costing so that effective implementation of kaizen requires a special organisational cultural puzzle. A qualitative approach was adopted. The case study method was used to understand how kaizen costing interacts with organisational culture. The findings suggest that effective implementation of kaizen costing requires a high level of culture coherence. Further research is necessary before we can consistently generalise our conclusion. However, our findings bring new insights to the role of low-level workers in effective implementation of strategic options like kaizen and highlight the importance of intangible assets like organisational culture. This article draws attention to the tenuous frontier between kaizen costing and lean production, and it puts organisational culture on the centre.
Journal: Int. J. of Services and Operations Management
Pages: 40-55
Issue: 1
Volume: 37
Year: 2020
Keywords: Japanese management accounting; JMA; kaizen costing; organisational culture; organisational change; qualitative research.
File-URL: http://www.inderscience.com/link.php?id=109439
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Handle: RePEc:ids:ijsoma:v:37:y:2020:i:1:p:40-55

Template-Type: ReDIF-Article 1.0
Author-Name: D. Vasanth Kumar
Author-X-Name-First: D. Vasanth
Author-X-Name-Last: Kumar
Author-Name: G. Madhan Mohan
Author-X-Name-First: G. Madhan
Author-X-Name-Last: Mohan
Author-Name: K.M. Mohanasundaram
Author-X-Name-First: K.M.
Author-X-Name-Last: Mohanasundaram
Title: Lean supply chain management in garment industry using value stream mapping
Abstract:
Value stream mapping (VSM) is an operative tool in lean manufacturing that supports current state mapping and future state mapping which helps to identify the possible potentialities. It increases the value added activities in production process by eliminating non-value activities and reducing the work-in-process. This paper signifies the implementation of VSM in a garment industry, as a start-up to lean manufacturing. Initially, an analysis with VSM is performed to determine the processes and material flow. It describes the current state for existing position and future state for the proposed development plan, particularly segregating value activities and non-value activities. Based on the outcomes, the fulfilment of value stream implementation are reduction in production time, inventory level and lead time. This implementation of VSM in middle range garment industry shows significant improvements. Hence, the understanding of this implementation is essential to adapt in similar garment industries to identify improvements in small and medium scale industries.
Journal: Int. J. of Services and Operations Management
Pages: 133-143
Issue: 1
Volume: 37
Year: 2020
Keywords: garment industry; lean manufacturing; value stream mapping; VSM.
File-URL: http://www.inderscience.com/link.php?id=109440
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Handle: RePEc:ids:ijsoma:v:37:y:2020:i:1:p:133-143

Template-Type: ReDIF-Article 1.0
Author-Name: Rajesh Attri
Author-X-Name-First: Rajesh
Author-X-Name-Last: Attri
Author-Name: Noor Zaman Khan
Author-X-Name-First: Noor Zaman
Author-X-Name-Last: Khan
Author-Name: Arshad Noor Siddiquee
Author-X-Name-First: Arshad Noor
Author-X-Name-Last: Siddiquee
Author-Name: Zahid A. Khan
Author-X-Name-First: Zahid A.
Author-X-Name-Last: Khan
Title: Quantifying the factors affecting the 5S implementation in manufacturing organisations using graph theory and matrix method
Abstract:
The main purpose of current research work is to evaluate the effect of various factors in the successful implementation of 5S. For this purpose, a systematic methodology based on graph theory and matrix (GTM) method has been utilised for the computation of implementation index. An example has been proposed to demonstrate the methodology. The main consequence of this work is that manufacturing organisations can find the weak links in their 5S implementation process. Moreover, the organisations can compute their implementation index value to judge their readiness for the successful implementation of 5S.
Journal: Int. J. of Services and Operations Management
Pages: 90-113
Issue: 1
Volume: 37
Year: 2020
Keywords: 5S; factors; implementation; digraph; matrix; permanent function; index.
File-URL: http://www.inderscience.com/link.php?id=109441
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Handle: RePEc:ids:ijsoma:v:37:y:2020:i:1:p:90-113

Template-Type: ReDIF-Article 1.0
Author-Name: Sengazhani Murugesan Vadivel
Author-X-Name-First: Sengazhani Murugesan
Author-X-Name-Last: Vadivel
Author-Name: Aloysius Henry Sequeira
Author-X-Name-First: Aloysius Henry
Author-X-Name-Last: Sequeira
Title: Enhancing the operational performance of mail processing facility layout selection using multi-criteria decision making methods
Abstract:
Generally, facility layout design (FLD) has a significant impact on the performance of a manufacturing or service industry which comes under multi-objective problem. Facility layout design is aimed to streamline the work flow and increasing the productivity. This paper attempts to incorporate multi-criteria decision making process (MCDM) methods to find the optimum layout to improve the operational performance through lean service, workplace environment and ergonomics approach. Layout design focuses on identification and elimination of waste (non-value added activities) and comfortable workplace environment with suitable ergonomics conditions in order to achieve the target production. The proposed methods are exemplified through practical applications in Indian postal manual speed post sorting facility layouts. In this case study, we have proposed three methods: analytical hierarchy process (AHP), technique for order preference by similarity to ideal solution (TOPSIS) and fuzzy TOPSIS. Empirical results are encouraging for implementing feasible methods in solving a layout design problem.
Journal: Int. J. of Services and Operations Management
Pages: 56-89
Issue: 1
Volume: 37
Year: 2020
Keywords: analytical hierarchy process; AHP; fuzzy set theory; facility layouts; multi-criteria decision making; mail operations; TOPSIS.
File-URL: http://www.inderscience.com/link.php?id=109442
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Handle: RePEc:ids:ijsoma:v:37:y:2020:i:1:p:56-89

Template-Type: ReDIF-Article 1.0
Author-Name: Nicolas Haber
Author-X-Name-First: Nicolas
Author-X-Name-Last: Haber
Author-Name: Mario Fargnoli
Author-X-Name-First: Mario
Author-X-Name-Last: Fargnoli
Title: The management of customer requirements in a product-service system context: a case study in the medical equipment sector
Abstract:
The paper addresses the evaluation of customer requirements (CRs) in the implementation of services in a product-service system (PSS) context. The extension of services has expanded considerably, yet their correct combination with products is still problematic to manufacturers. Services are characterised by ambiguities and vagueness, hindering their effective implementation. Conventional product design tools such as quality function deployment (QFD) are limited when comprehending the intangibility of services and hence, evaluating and prioritising customer requirements. To address this topic, QFD is adapted to a service context through the integration of the fuzzy logic and the analytic hierarchy process (AHP) as a means of reducing inaccuracies. The approach is applied to a case study in the medical field and its results are compared to the traditional QFD to analyse its outcomes and the effectiveness of the augmentations in increasing the usefulness of QFD in a PSS context.
Journal: Int. J. of Services and Operations Management
Pages: 145-169
Issue: 2
Volume: 37
Year: 2020
Keywords: service requirements; product-service systems; PSSs; customer requirement prioritisation; QFD; analytic hierarchy process; AHP; quality function deployment; QFD; fuzzy logic.
File-URL: http://www.inderscience.com/link.php?id=110336
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Handle: RePEc:ids:ijsoma:v:37:y:2020:i:2:p:145-169

Template-Type: ReDIF-Article 1.0
Author-Name: M. Bhuvanesh Kumar
Author-X-Name-First: M. Bhuvanesh
Author-X-Name-Last: Kumar
Author-Name: R. Parameshwaran
Author-X-Name-First: R.
Author-X-Name-Last: Parameshwaran
Title: A comprehensive model to prioritise lean tools for manufacturing industries: a fuzzy FMEA, AHP and QFD-based approach
Abstract:
This paper describes a start-to-end lean tools (LTs) selection model for manufacturing industries. The integrated model utilises value stream mapping (VSM) and plant layout for identifying wastes from current state of the organisation. For prioritising the wastes along with associated risks, failure mode and effects analysis (FMEA) is adopted. Selection of LTs is done using analytic hierarchy process (AHP) and house of quality (HoQ). This model utilises fuzzy logic (FL) to convert the linguistic judgements into numerical values for computation. Future state map deployed with the shortlisted LTs is developed to compare current and future states. The model is applied in PVC pipe manufacturing industry and the results show notable improvements. The raw material saving of 2.5 kg, 3% reduction of value added time, 7% reduction of non-value added time and 5% reduction of lead time in the production of PVC pipes per batch are obtained in future state.
Journal: Int. J. of Services and Operations Management
Pages: 170-196
Issue: 2
Volume: 37
Year: 2020
Keywords: lean manufacturing; value stream mapping; VSM; fuzzy analytic hierarchy process; AHP; fuzzy failure mode and effects analysis; FMEA; fuzzy quality function deployment; QFD; continuous processing industry.
File-URL: http://www.inderscience.com/link.php?id=110337
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Handle: RePEc:ids:ijsoma:v:37:y:2020:i:2:p:170-196

Template-Type: ReDIF-Article 1.0
Author-Name: Thirumani Muniswami Iyer Venkatesan
Author-X-Name-First: Thirumani Muniswami Iyer
Author-X-Name-Last: Venkatesan
Author-Name: Goutam Kumar Kundu
Author-X-Name-First: Goutam Kumar
Author-X-Name-Last: Kundu
Title: An empirical study on Kaizen events in Indian small and medium enterprises
Abstract:
Striving to keep up the competition, small and medium enterprises (SMEs) in India have been deploying many process improvement measures. This paper is designed to analyse Kaizen events with a few live case studies on energy conservation to enhance industry's margins. When corresponding events are practiced in SMEs, it shall also support Government of India's mission in meeting energy conservation targets apart from market competition. This paper is based on case study research design methodology from industries. Case studies are deployed for collecting data on energy savings. Tools adopted in the studies are based on Lean-Kaizen structure. Carbon emissions are assumed from international conventions on energy. Case studies leading to reduction of energy sources like, LPG, diesel and coal and, reduction electricity are tabulated. This paper dedicated on energy conservation deploying Kaizen events is one of the first initiatives.
Journal: Int. J. of Services and Operations Management
Pages: 197-219
Issue: 2
Volume: 37
Year: 2020
Keywords: Kaizen; Kaizen event; small and medium enterprises; SME; energy conservation; tangible and intangible outcomes.
File-URL: http://www.inderscience.com/link.php?id=110338
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Handle: RePEc:ids:ijsoma:v:37:y:2020:i:2:p:197-219

Template-Type: ReDIF-Article 1.0
Author-Name: Ashutosh Pandey
Author-X-Name-First: Ashutosh
Author-X-Name-Last: Pandey
Author-Name: Rajendra Sahu
Author-X-Name-First: Rajendra
Author-X-Name-Last: Sahu
Title: Mapping heritage tourism service quality using the Kano model: a case study of Indian tourism
Abstract:
This research tries to understand the needs and perception of inbound tourists visiting Indian heritage sites through the application of Kano two-dimensional quality model. An attempt has been made to provide suggestions for improving service quality at cultural and historical heritage sites in India, which would further improve the tourist satisfaction, foreign tourist inflow, foreign exchange earnings and ranking of Indian tourism worldwide. The study indicated that out of 24 service quality items classified by the Kano model, one-dimensional and indifferent quality elements were large in numbers. This study suggested that heritage sites in India need to take care of crowd management, general cleanliness, upkeep of sites and further prioritises the other service attributes for providing better tour experiences to foreign tourists.
Journal: Int. J. of Services and Operations Management
Pages: 264-283
Issue: 2
Volume: 37
Year: 2020
Keywords: service quality; tourism; inbound tourists; Kano two-dimensional quality model; heritage sites.
File-URL: http://www.inderscience.com/link.php?id=110339
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Handle: RePEc:ids:ijsoma:v:37:y:2020:i:2:p:264-283

Template-Type: ReDIF-Article 1.0
Author-Name: Maria João Cardoso Vieira Machado
Author-X-Name-First: Maria João Cardoso Vieira
Author-X-Name-Last: Machado
Author-Name: Catarina Rosa Nunes
Author-X-Name-First: Catarina Rosa
Author-X-Name-Last: Nunes
Title: Performance evaluation methods in the services sector: empirical study in hotels
Abstract:
The purpose of this study is to analyse the association between hotel features and two performance evaluation tools: the method used to evaluate hotel performance, and the interest in evaluating employee performance. The data were collected through a survey addressed to the financial managers of four and five-star hotels located in Portugal, following which 241 fully completed surveys were obtained. The results obtained present the following main contributions: the identification of two new contingency variables to the methods used to evaluate hotel performance; the demonstration of the existence of associations between hotel features and the interest in evaluating employee performance; a statistical demonstration of the direction of the associations, proving that it is the hotel features that influence the methods used.
Journal: Int. J. of Services and Operations Management
Pages: 220-240
Issue: 2
Volume: 37
Year: 2020
Keywords: performance evaluation methods; hotel features; hotel industry; contingency variables; balanced scorecard; BSC; tableau de bord.
File-URL: http://www.inderscience.com/link.php?id=110340
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Handle: RePEc:ids:ijsoma:v:37:y:2020:i:2:p:220-240

Template-Type: ReDIF-Article 1.0
Author-Name: Ananya Rajagopal
Author-X-Name-First: Ananya
Author-X-Name-Last: Rajagopal
Title: Analysing brand awareness as a driver for determining brand value: a study in telecommunications service marketing
Abstract:
Consumer-centric services companies demonstrate brand attributes and build brand image to a certain brand quality through effective brand communications to develop brand awareness among consumers. This study has been conducted with 272 consumers using telecommunication services in Mexico City. It has been conducted in two phases - development of scale, and analysis of data. The scale indicated as 'BASInd', based on critical examination of five research studies conducted between 2011-2018 was developed generically for this study. The study aims at analysing the role of brand awareness as a driver to determine brand value through brand communication, brand attributes, brand quality, and brand image. The study reveals that effective brand awareness helps in developing brand value among consumers. Brand advertisements and inter-personal communications imparted by service promotors not only enhance brand awareness among consumers, but also help them in making appropriate buying decisions.
Journal: Int. J. of Services and Operations Management
Pages: 241-263
Issue: 2
Volume: 37
Year: 2020
Keywords: brand attributes; brand awareness; brand quality; brand image; brand value; services brands; scale development.
File-URL: http://www.inderscience.com/link.php?id=110341
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Handle: RePEc:ids:ijsoma:v:37:y:2020:i:2:p:241-263

Template-Type: ReDIF-Article 1.0
Author-Name: Zuoming Liu
Author-X-Name-First: Zuoming
Author-X-Name-Last: Liu
Title: Improving innovation and performance in professional service outsourcing - an empirical study in emerging market
Abstract:
This study investigates how a professional service provider's external integration with global clients and internal integration across various functional units impact its innovation and performance under various external environmental uncertainties. Drawing on the theory of organisational learning and dynamic capabilities, a conceptual framework is proposed and tested empirically by using survey data from Indian-based professional service providers. This study contributes to the much-needed efforts in studying professional service outsourcing and provides helpful managerial guidelines to both professional service providers and global clients regarding how to properly manage outsourcing activities to achieve expected benefits.
Journal: Int. J. of Services and Operations Management
Pages: 285-310
Issue: 3
Volume: 37
Year: 2020
Keywords: professional service outsourcing; PSO; internal integration; external integration; innovation.
File-URL: http://www.inderscience.com/link.php?id=111032
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Handle: RePEc:ids:ijsoma:v:37:y:2020:i:3:p:285-310

Template-Type: ReDIF-Article 1.0
Author-Name: Chandra Prakash Garg
Author-X-Name-First: Chandra Prakash
Author-X-Name-Last: Garg
Title: Evaluation of the airport service quality indicators using fuzzy AHP framework: an Indian perspective
Abstract:
In this era of globalisation, renewed emphasis on service quality and increased customer expectations have augmented the responsibility of airport operators and managers to provide good service quality at airports. With the growing investment and privatisation at Indian airports; overall quality of airport service emerges as the major differentiating factor among airports. Indian airports are also competing with the other airports globally and concentrating to provide good service quality and experiences to the passengers. They have started focusing on airport service quality (ASQ) indicators with the goal of delivering good service quality, so that passengers can choose their airports for future travel. The aim of this paper is comprehensive evaluation and research of airport service quality dimensions. This paper presents a model based on fuzzy analytical hierarchy process (AHP) to assess the ASQ indicators. A numerical analysis of Indian airports is presented to demonstrate the use of the proposed method. This proposed method considered fuzzy framework that can handle impreciseness and uncertainty. The robustness of the model is verified by sensitivity analysis.
Journal: Int. J. of Services and Operations Management
Pages: 320-342
Issue: 3
Volume: 37
Year: 2020
Keywords: airport service quality; ASQ; dimensions; fuzzy theory; analytical hierarchy process; AHP; sensitivity analysis; India.
File-URL: http://www.inderscience.com/link.php?id=111033
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Handle: RePEc:ids:ijsoma:v:37:y:2020:i:3:p:320-342

Template-Type: ReDIF-Article 1.0
Author-Name: R.P. Nithya
Author-X-Name-First: R.P.
Author-X-Name-Last: Nithya
Author-Name: M. Haridass
Author-X-Name-First: M.
Author-X-Name-Last: Haridass
Title: Stochastic modelling and analysis of maximum entropy of <i>M<SUP align="right"><SMALL>X</SMALL></SUP></i>/<i>G</i>/1 queuing system with balking, startup and vacation interruption
Abstract:
In this paper, a batch arrival single server queuing system with startup, balking and vacation interruption is considered. During the busy period, the customers may join the queue with probability &#945; or may balk with probability 1&amp;minus;&#945;. On completion of service, the server goes for vacation when there are no customers available in the queue, otherwise, it resumes service. After a vacation, the server stays idle until the customer arrives and when an arrival occurs, the server begins the startup followed by service. Furthermore, vacation is interrupted suddenly when a customer arrives during vacation and goes for startup and then starts service. The probability generating function of the system size at an arbitrary time epoch is obtained. Various performance measures, some particular cases and cost model are discussed. Moreover, maximum entropy approach is employed and the results are compared with the analytical results, and validated through numerical illustration.
Journal: Int. J. of Services and Operations Management
Pages: 343-371
Issue: 3
Volume: 37
Year: 2020
Keywords: bulk arrival; single server; vacation interruption; balking; startup; maximum entropy principle; MEP.
File-URL: http://www.inderscience.com/link.php?id=111034
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Handle: RePEc:ids:ijsoma:v:37:y:2020:i:3:p:343-371

Template-Type: ReDIF-Article 1.0
Author-Name: P. Manimaran
Author-X-Name-First: P.
Author-X-Name-Last: Manimaran
Author-Name: M.K. Marichelvam
Author-X-Name-First: M.K.
Author-X-Name-Last: Marichelvam
Title: Ant lion optimisation algorithm for two stage supply chain network associated with fixed charges
Abstract:
In this paper, an effective ant lion optimisation (ALO) algorithm is proposed for two stage supply chain network associated with fixed charge transportation problem (FCTP) which is strongly NP-hard. In a FCTP, fixed cost is incurred for every route, along with the variable cost that is proportional to the amount shipped. In some circumstances, the variable cost is associated with quadratic variables in which the cost function will be nonlinear. The aim of this paper is to determine the least cost transportation plan that minimises the total variable and fixed costs while satisfying the supply and demand requirements of each plant and customer. The performance of the proposed ALO is compared in terms of total cost with other algorithms addressed in the literature such as genetic algorithm, simulated annealing and ant colony optimisation. The computational results reveal that the proposed ALO provides better solutions.
Journal: Int. J. of Services and Operations Management
Pages: 407-425
Issue: 3
Volume: 37
Year: 2020
Keywords: ant lion optimisation; ALO; fixed cost; NP-hard; transportation problem; fixed charge transportation problem; FCTP; combinatorial optimisation.
File-URL: http://www.inderscience.com/link.php?id=111035
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Handle: RePEc:ids:ijsoma:v:37:y:2020:i:3:p:407-425

Template-Type: ReDIF-Article 1.0
Author-Name: Ali Nazeri
Author-X-Name-First: Ali
Author-X-Name-Last: Nazeri
Author-Name: Razieh Zarei
Author-X-Name-First: Razieh
Author-X-Name-Last: Zarei
Author-Name: Farshid Faraji
Author-X-Name-First: Farshid
Author-X-Name-Last: Faraji
Title: The mediating role of employee productivity for determining relationship between human resources management factors and cleaner production (case study: Shahid Bahonar Copper Industries Company)
Abstract:
The purpose of this research is to find the effect of factors related to the human resources management on cleaner. The research results after being ensured of the sample normality by using of the route analysis indicated that although the human resources management does not have direct and significant effect on cleaner production; but, there is a significant and direct relation between the humane indexes influencing on employee productivity and cleaner production and there is also a direct and significant effect between human resources management and employee productivity in Shahid Bahonar Copper Industry Company in Kerman. Also, the human resources management with mediation of humane indexes influencing.
Journal: Int. J. of Services and Operations Management
Pages: 311-319
Issue: 3
Volume: 37
Year: 2020
Keywords: human resources management; human productivity; pure production; route analysis.
File-URL: http://www.inderscience.com/link.php?id=111037
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Handle: RePEc:ids:ijsoma:v:37:y:2020:i:3:p:311-319

Template-Type: ReDIF-Article 1.0
Author-Name: Thyagaraj S. Kuthambalayan
Author-X-Name-First: Thyagaraj S.
Author-X-Name-Last: Kuthambalayan
Author-Name: Samiran Bera
Author-X-Name-First: Samiran
Author-X-Name-Last: Bera
Title: A review of the literature on mixed make-to-stock/make-to-order production systems: major findings and directions for future research
Abstract:
Research on production strategies have mainly focused on make-to-stock (MTS), make-to-order (MTO) or hybrid MTS-MTO mode of production. However, firms also manufacture both MTS and MTO items in a single facility. This is popularly known as mixed MTS-MTO production strategy. A content-analysis-based literature review is conducted to identify: 1) the conditions favouring adoption of these systems; 2) the issues in these systems and our current understanding of addressing these issues; 3) the challenges in improving these systems. In addition, we also examine the modelling approaches used to design mixed MTS-MTO systems. The study provide insights to the operations managers to suitably design the production systems in order to derive competitive advantage.
Journal: Int. J. of Services and Operations Management
Pages: 372-406
Issue: 3
Volume: 37
Year: 2020
Keywords: production strategy; make-to-stock; MTS; make-to-order; MTO; literature review.
File-URL: http://www.inderscience.com/link.php?id=111038
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Handle: RePEc:ids:ijsoma:v:37:y:2020:i:3:p:372-406

Template-Type: ReDIF-Article 1.0
Author-Name: Armin Cheraghalipour
Author-X-Name-First: Armin
Author-X-Name-Last: Cheraghalipour
Author-Name: Saba Farsad
Author-X-Name-First: Saba
Author-X-Name-Last: Farsad
Author-Name: Mohammad Mahdi Paydar
Author-X-Name-First: Mohammad Mahdi
Author-X-Name-Last: Paydar
Title: Developing a bi-objective location-allocation-inventory problem for humanitarian relief logistics considering maximum allowed distances limitations
Abstract:
The crises are the inevitable realities of human life, which occur naturally or by mankind suddenly and require urgent and fundamental measures to resolve it. In this research, a linear bi-objective mathematical model for the preparation phase of crisis management is formulated. The proposed model studies location-allocation problem with multiple commodities and attempts to minimise total costs along with maximising the minimum weight of constructed locations. Moreover, the maximum allowed distances for damaged areas from main roads and equipped hospitals as novel limitations are considered. Also, the model is verified by some applied examples and to solve it, some of the well-known multi-objective decision making (MODM) approaches includes weighted sum method, LP-metric method, and goal programming technique are used. Moreover, in order to measure efficiency of the proposed model, a sensitivity analysis is performed, which finally, the best constructed locations with minimum weights and costs are selected. The obtained results can be useful for crisis organisation.
Journal: Int. J. of Services and Operations Management
Pages: 427-454
Issue: 4
Volume: 37
Year: 2020
Keywords: relief logistic; humanitarian logistics; disaster relief chain; location-allocation-inventory; multi-objective optimisation; sensitivity analysis.
File-URL: http://www.inderscience.com/link.php?id=111819
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Handle: RePEc:ids:ijsoma:v:37:y:2020:i:4:p:427-454

Template-Type: ReDIF-Article 1.0
Author-Name: Arun Kumar Agariya
Author-X-Name-First: Arun Kumar
Author-X-Name-Last: Agariya
Author-Name: Jyoti Tikoria
Author-X-Name-First: Jyoti
Author-X-Name-Last: Tikoria
Title: Development and validation of service quality scale for Indian telecom sector
Abstract:
Looking at the changing landscape of Indian telecom sector due to the fierce competition and price war, there is need to reconsider and prioritise the current service standards to measure service quality. The research work aims at developing a valid and reliable scale for assessing the service quality of telecom service providers in India. A standard methodology for scale development is used for developing and validating the scale, which comprises of exploratory and confirmatory factor analysis. The sample population was taken from National Capital Region (NCR) of India. The findings clearly reveal the service quality as a multidimensional construct comprising of the factors namely physical infrastructure, service encounter, employee conduct, customer support and agility. The study bridges the gap in the literature in the domain of service quality as well as provides inferences and strategic implications from practitioner's perspective as well. Novelty of this work lies in the fact of considering the views of customers of different Indian telecom service providers and providing a comprehensive measure for enhancing the service quality which is the pressing need due to the significant change in the Indian telecom sector due to advent of new players as well as shifting customer expectations and experiences.
Journal: Int. J. of Services and Operations Management
Pages: 477-508
Issue: 4
Volume: 37
Year: 2020
Keywords: service quality; telecom sector; scale development; customer expectations; NCR region; India.
File-URL: http://www.inderscience.com/link.php?id=111820
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Handle: RePEc:ids:ijsoma:v:37:y:2020:i:4:p:477-508

Template-Type: ReDIF-Article 1.0
Author-Name: Tony Saleh
Author-X-Name-First: Tony
Author-X-Name-Last: Saleh
Author-Name: Mira Thoumy
Author-X-Name-First: Mira
Author-X-Name-Last: Thoumy
Title: The impact of ERP systems on operational performance in Lebanese wholesale engineering companies
Abstract:
This research explores the effect of the implementation status of enterprise resource planning (ERP) system on operational performance. Through the use of questionnaire, the collected data indicated that the implementation status of ERP modules have a positive varying effect on operational performance measures (controlling 37.5%, sales and distribution 37.4%, customer relationship management 37.4%, project system 28.4%, general logistics 24.7%, materials management 24.1%, advance planner and optimiser/advance planner and scheduler 19.6% and financials 18.7%). The results also showed that when studied as a whole system, ERP have a greater influence on operational performance namely 39.8%, also when only the significant modules were evaluated an even higher influence of 50.3% was seen, for this reason managers should clearly assess their business requirements and align their ERP modules needs accordingly in order to increase their operational performance.
Journal: Int. J. of Services and Operations Management
Pages: 509-529
Issue: 4
Volume: 37
Year: 2020
Keywords: enterprise resource planning; ERP; implementation; operational performance; ERP modules; engineering firms; HVAC.
File-URL: http://www.inderscience.com/link.php?id=111821
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Handle: RePEc:ids:ijsoma:v:37:y:2020:i:4:p:509-529

Template-Type: ReDIF-Article 1.0
Author-Name: S. Raja
Author-X-Name-First: S.
Author-X-Name-Last: Raja
Title: An integrated approach for solving cell formation and intra-cell machine layout problem considering operation sequence and alternative process routing
Abstract:
Cellular manufacturing is a group technology approach wherein parts and machines are arranged in flow production. Most of the cell formation methods in the previous literature have addressed the zero-one matrix for solving cell formation problem with single process routing. Even though multiple routings are considered in some cases, machine layout is not considered which results in increased number of backward flow, voids and exceptional elements. In this research, we have proposed a new heuristic approach for solving cell formation problem based on new similarity coefficient method and identifying intra-cell machine layout based on flow matrix by considering operation sequence and alternative routings. In order to validate the efficiency of our proposed method, five well-known test problems from the literature are employed and the results are compared with the existing method the results clearly show that the proposed approach which that provides superior or equal solution than the existing method.
Journal: Int. J. of Services and Operations Management
Pages: 530-548
Issue: 4
Volume: 37
Year: 2020
Keywords: cell formation problem; CFP; similarity coefficient; machine layout; operation sequence; alternative routings.
File-URL: http://www.inderscience.com/link.php?id=111822
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Handle: RePEc:ids:ijsoma:v:37:y:2020:i:4:p:530-548

Template-Type: ReDIF-Article 1.0
Author-Name: N. Senthil Prabhu
Author-X-Name-First: N. Senthil
Author-X-Name-Last: Prabhu
Author-Name: D. Rajenthirakumar
Author-X-Name-First: D.
Author-X-Name-Last: Rajenthirakumar
Author-Name: S.R. Devadasan
Author-X-Name-First: S.R.
Author-X-Name-Last: Devadasan
Author-Name: R. Gnanaguru
Author-X-Name-First: R.
Author-X-Name-Last: Gnanaguru
Title: Green manufacturing in garment industry through the application of fundamental lean tools
Abstract:
In this paper, a model named as green through lean tools (GTLT) is proposed. GTLT was designed to implement green manufacturing in four phases through the adoption of three fundamental lean tools namely 5S, A3 Report and kaizen in garment manufacturing companies. The novelty of GTLT model is that the degree of implementing green manufacturing paradigm in the garment manufacturing company is assessed by using colours. Green colour refers to mean that green manufacturing paradigm has been fully implemented in the garment manufacturing company. After designing GTLT model, its practicality was examined in nine garment manufacturing companies. The results of this examination indicated that GTLT is an economical, powerful and practically feasible model that would enable the garment manufacturing companies to implement green manufacturing paradigm through the application of the above mentioned three fundamental lean tools.
Journal: Int. J. of Services and Operations Management
Pages: 549-566
Issue: 4
Volume: 37
Year: 2020
Keywords: green manufacturing; lean manufacturing; garment manufacturing; 5S; A3 Report; kaizen.
File-URL: http://www.inderscience.com/link.php?id=111823
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Handle: RePEc:ids:ijsoma:v:37:y:2020:i:4:p:549-566

Template-Type: ReDIF-Article 1.0
Author-Name: Rawdha E. AlSuwaidi
Author-X-Name-First: Rawdha E.
Author-X-Name-Last: AlSuwaidi
Author-Name: Matloub Hussain
Author-X-Name-First: Matloub
Author-X-Name-Last: Hussain
Author-Name: Mian M. Ajmal
Author-X-Name-First: Mian M.
Author-X-Name-Last: Ajmal
Title: Measuring social sustainable practices in Middle Eastern airlines: the employees' perspective
Abstract:
Measuring social sustainability across any organisation is a complex phenomenon involving many criteria and sub-criteria. To address this level of complexity, a multi criteria decision-making process called the 'analytical hierarchy process (AHP)' has been used in this research. Data have been collected from 15 experts of two full service carriers (FSCs) from the Middle East. The findings of this research showed that ten main criteria and 32 sub-criteria are important measures of social sustainability from the employees' perspective. It has been found that employees' well-being, learning, development and engagement are the most important criteria for infusing social sustainability into the airline industry. However, community and organisational culture have the lowest priority weights. Measuring social sustainability from the employees' perspective is a multifaceted issue. The proposed framework can help policy makers to enhance the social sustainability standards of their employees and to gain a sustainable advantage.
Journal: Int. J. of Services and Operations Management
Pages: 455-476
Issue: 4
Volume: 37
Year: 2020
Keywords: sustainability; social sustainability; airline industry; Middle East; analytical hierarchy process.
File-URL: http://www.inderscience.com/link.php?id=111824
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Handle: RePEc:ids:ijsoma:v:37:y:2020:i:4:p:455-476

Template-Type: ReDIF-Article 1.0
Author-Name: Nirma Sadamali Jayawardena
Author-X-Name-First: Nirma Sadamali
Author-X-Name-Last: Jayawardena
Title: A conceptual framework to measure operational efficiency of apparel industry in emerging economies
Abstract:
Operational efficiency means the organisation's ability to decrease wastage of inputs and maximise resource utilisation. This could be done by increasing supply quality and eliminating the low-quality products and services for customers (Gonz&#225;lez and &#193;lvarez, 2001). Operational efficiency is a useful measure which utilises the available resources (Gonz&#225;lez and &#193;lvarez, 2001). In this study, researcher was able to develop a more concise conceptual framework which can be used to measure the operational efficiency of apparel industry in emerging economies. This conceptual framework is based on an extensive literature review with 50 research articles which discussed on the operational efficiency in apparel industry of emerging economies. Four different databases have been used to access the research articles in developing this conceptual framework. These are Sage, Google Scholar, Scopus and Pro Quest. This conceptual framework consists of five independent variables which are labour productivity, inventory management, technology, organisations management, supply chain management and dependent variable is operational efficiency.
Journal: Int. J. of Services and Operations Management
Pages: 567-580
Issue: 4
Volume: 37
Year: 2020
Keywords: operational efficiency; apparel industry; emerging economies; conceptual framework.
File-URL: http://www.inderscience.com/link.php?id=111854
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Handle: RePEc:ids:ijsoma:v:37:y:2020:i:4:p:567-580