Template-Type: ReDIF-Article 1.0 Author-Name: A. Baskar Author-X-Name-First: A. Author-X-Name-Last: Baskar Author-Name: M.A. Sai Balaji Author-X-Name-First: M.A. Sai Author-X-Name-Last: Balaji Author-Name: N. Nithyanandan Author-X-Name-First: N. Author-X-Name-Last: Nithyanandan Author-Name: A. Krishnamoorthy Author-X-Name-First: A. Author-X-Name-Last: Krishnamoorthy Title: Connecting business centres and establishing central nodal centres considering distance, population and real GDP as weights using the Weiszfeld algorithm and concept of minimum cost spanning tree - an analysis Abstract: This paper proposes a model to find central nodal centres (CNCs) and connect different capitals of states and union territories (UTs) of India based on distance, population and real GDP. The centres are different for different criteria. To locate these centres, the geodetic data are collected for the 34 capital cities of states and union territories (UTs). Using Haversine formulae and the iterative Weiszfeld's algorithm, these centres are located. Both Prim's and Kruskal's algorithms are used to form the minimum spanning tree (MST). In the first case where only the distance is considered, the minimum connecting length of the MST is estimated to be 10,294 km. Finally, considering all the cities and assuming as a TSP; the optimum Eulerian network is framed. Brute force algorithm is used for this purpose. The total aerial distance to be covered is estimated for the network. To convert this to the road distance, the distance has to be multiplied by the wiggle factor. The approximate wiggle factor (road) is estimated considering these 34 cities and is equal to 1.273807. Finding the CNC and mapping the MST shall help in management decisions to find an optimum route and reduce transportation cost. Journal: Int. J. of Services and Operations Management Pages: 121-149 Issue: 1 Volume: 39 Year: 2021 Keywords: geodetic coordinates; minimum cost spanning tree; wiggle factor; Weiszfeld's algorithm; Eulerian graph. File-URL: http://www.inderscience.com/link.php?id=115243 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:39:y:2021:i:1:p:121-149 Template-Type: ReDIF-Article 1.0 Author-Name: Saad Zighan Author-X-Name-First: Saad Author-X-Name-Last: Zighan Author-Name: Ziad Al-Kalha Author-X-Name-First: Ziad Author-X-Name-Last: Al-Kalha Author-Name: David Bamford Author-X-Name-First: David Author-X-Name-Last: Bamford Author-Name: Iain Reid Author-X-Name-First: Iain Author-X-Name-Last: Reid Title: A capability perspective on service provision in project-based organisations Abstract: The theoretical underpinnings related to the required capabilities of service provision remain under development. Hence, this study aims to explore the pathway for service business development in project-based organisations. Using a qualitative case study approach, 30 interviews were conducted with project-based organisations from five different industries in eight countries. Thematic analysis techniques were used to analyse the data. Upon which, this study identifies the essential capabilities for the successful implementation of servitisation strategies; these direct the projects to be customer orientated and sustain the core operations of service provision. Adopting dynamic capability theory, the study offers a roadmap for how project-based organisations develop and gain these capabilities. The results indicate a difference between the companies in developed as opposed to developing countries, when building their capabilities. The study contributes to the body of knowledge and proposes to decision makers the use of effective processes to help align project operations and service provision activities. It explains how project-based organisations reconfigure their resources to build essential capabilities to provide services. Moreover, the study highlights the differences between developed and developing countries in terms of the capabilities used and how they develop them. Journal: Int. J. of Services and Operations Management Pages: 467-489 Issue: 4 Volume: 38 Year: 2021 Keywords: servitisation; project-based business; dynamic capability theory. File-URL: http://www.inderscience.com/link.php?id=114247 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:38:y:2021:i:4:p:467-489 Template-Type: ReDIF-Article 1.0 Author-Name: Hediyeh Mahmoodi Author-X-Name-First: Hediyeh Author-X-Name-Last: Mahmoodi Author-Name: Jafar Heydari Author-X-Name-First: Jafar Author-X-Name-Last: Heydari Title: Consumers' preferences in purchasing recycled/refurbished products: an empirical investigation Abstract: In this paper, we empirically examine consumers' behaviour in purchasing products made of recycled material. The impact of three factors of discount, warranty, and money-back guarantee (return acceptance) on respondents' willingness to buy recycled/refurbished products are analysed by conducting a survey using a questionnaire on 150 respondents. Our survey examines how people with different levels of consumer environmental awareness (CEA) and perceived consumer effectiveness (PCE) behave while they buy various types of recycled/refurbished goods. To this aim, we categorise products into four sorts: 1) technology; 2) household; 3) personal; 4) luxury. Our findings reveal that recycled/refurbished technology products are more popular while there is a little interest in buying refurbished personal products. In addition, the results demonstrate that, although offering discount and warranty have a positive impact on the consumers' willingness to purchase recycled/refurbished products, more than half of the respondents prefer money-back guarantee when buying a recycled/refurbished product. Journal: Int. J. of Services and Operations Management Pages: 594-609 Issue: 4 Volume: 38 Year: 2021 Keywords: consumer preferences; consumer environmental awareness; CEA; discount; warranty; money-back guarantee; recycled product; refurbished product. File-URL: http://www.inderscience.com/link.php?id=114249 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:38:y:2021:i:4:p:594-609 Template-Type: ReDIF-Article 1.0 Author-Name: Fredric William Swierczek Author-X-Name-First: Fredric William Author-X-Name-Last: Swierczek Author-Name: Theerawut Monta Author-X-Name-First: Theerawut Author-X-Name-Last: Monta Title: Key factors of service quality of B-2-B technology providers Abstract: Empirical studies of B-2-B service quality in B-2-B are rare, particularly in banking and telecom. This paper analyses the key factors of service quality of a technology provider for banking and telecommunications. It considers how service quality relates to the decision criteria of IT executives in these sectors for the selection of a technology provider in an emerging market. 597 IT executives in banks and telecom companies in Thailand were surveyed. Data analysis was conducted using structural equation modelling. The value of an adapted SERVQUAL/SERVPERF in B-2-B is confirmed by the bank and telecom executives. Importance based on the SERVQUAL/SERVPERF dimensions was strongly related. Expectations including customer responsiveness were second in importance. Influence of the provider was related to the decision. Executives indicated that service quality was not enough to make the decision to award a service contract. Technology providers should enhance their service quality capability and collaboration. Journal: Int. J. of Services and Operations Management Pages: 508-535 Issue: 4 Volume: 38 Year: 2021 Keywords: B-2-B; IT service support; emerging market; banking; telecommunications; SERVQUAL. File-URL: http://www.inderscience.com/link.php?id=114250 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:38:y:2021:i:4:p:508-535 Template-Type: ReDIF-Article 1.0 Author-Name: Vanessa Valle Mercado Author-X-Name-First: Vanessa Valle Author-X-Name-Last: Mercado Author-Name: Dayana Benitez Acosta Author-X-Name-First: Dayana Benitez Author-X-Name-Last: Acosta Author-Name: Dionicio Neira Rodado Author-X-Name-First: Dionicio Neira Author-X-Name-Last: Rodado Author-Name: Juan Cabarcas Reyes Author-X-Name-First: Juan Cabarcas Author-X-Name-Last: Reyes Author-Name: Aurora Piñeres Castillo Author-X-Name-First: Aurora Piñeres Author-X-Name-Last: Castillo Author-Name: Guilherme Luz Tortorella Author-X-Name-First: Guilherme Luz Author-X-Name-Last: Tortorella Title: Design of lean manufacturing-based strategies to improve the production process of a metalworking company Abstract: The objective of this research is to design strategies based on lean manufacturing principles in order to improve the efficiency of the production process of a metalworking company. Lean manufacturing is a continuous improvement philosophy that aims to eliminate or reduce, through different tools, all types of waste found in a production process. During the project, a detailed analysis of the production processes was carried out; with operations diagrams, Pareto charts, Ishikawa diagrams, VSM, among others. With these, it was possible to determine the different problems present in anchor rods and clamps production lines. According to the project's progress, each of the improvement strategies was developed, proving its functionality and utility for productivity and cost reduction. Finally, the waste reductions generated by each strategy were calculated, and then the benefits and the investment required for the implementation of the strategies, justified by the cost-benefit analysis. Journal: Int. J. of Services and Operations Management Pages: 566-593 Issue: 4 Volume: 38 Year: 2021 Keywords: lean manufacturing; waste; productivity; VSM; SIPOC. File-URL: http://www.inderscience.com/link.php?id=114251 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:38:y:2021:i:4:p:566-593 Template-Type: ReDIF-Article 1.0 Author-Name: Thi Hai Ly Tran Author-X-Name-First: Thi Hai Ly Author-X-Name-Last: Tran Author-Name: Duc Nam Phung Author-X-Name-First: Duc Nam Author-X-Name-Last: Phung Author-Name: Thi Bich Nguyet Phan Author-X-Name-First: Thi Bich Nguyet Author-X-Name-Last: Phan Author-Name: Thi Thao Luong Author-X-Name-First: Thi Thao Author-X-Name-Last: Luong Title: CEO human capital and economic performance: evidence from Vietnam Abstract: Drawing on upper echelon theory and the resource-based view, this study examines the impact of CEO human capital on economic corporate performance. Our sample consists of 561 Vietnamese firms listed on Ho Chi Minh and Hanoi Stock Exchange, over the period from 2009 to 2015. We use a wide range of components of CEO human capital, including CEOs' educational background, generalist skills or specialist skills, experience (foreign experience, working experience in state-owned enterprises, age, and the number of years in CEO position), social relationship and gender. We document that several aspects of CEO human capital influence significantly corporate economic performance. Based on the historical background of Vietnamese listed firms, we conduct further analysis for both groups of firms, state-owned and non-state-owned, and find that there are some differences in the impact of CEO human capital components on firm performance between the groups. Journal: Int. J. of Services and Operations Management Pages: 536-565 Issue: 4 Volume: 38 Year: 2021 Keywords: CEO; economic performance; human capital; listed firms; Vietnam. File-URL: http://www.inderscience.com/link.php?id=114286 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:38:y:2021:i:4:p:536-565 Template-Type: ReDIF-Article 1.0 Author-Name: Muazu Hassan Muazu Author-X-Name-First: Muazu Hassan Author-X-Name-Last: Muazu Author-Name: Rosmaini Tasmin Author-X-Name-First: Rosmaini Author-X-Name-Last: Tasmin Author-Name: Mudaser Javaid Author-X-Name-First: Mudaser Author-X-Name-Last: Javaid Title: Operational excellence, regulatory framework and firm characteristics in the oil sector: the role of enterprise risk management implementation Abstract: The evolving challenges of health, safety and the environment (HSE), refineries and high cost of production affects the operations of the Nigerian oil and gas sector. The situation could affect the sector's competitiveness in the international oil market. This article is aimed at determining the role of enterprise risk management (ERM) implementation on the relationship between operational excellence (OpEx), regulatory framework and firm characteristics. A quantitative survey method was employed, data were collected via questionnaires from seven subsidiary companies of the Nigeria National Petroleum Corporation (NNPC), and SPSS was used for the analysis. The findings indicated that regulatory framework and firm characteristics have significant positive effects on OpEx. Also, the ERM implementation significantly influences the relationship between the variables of the study. The paper concludes that the significant variance in OpEx could improve operational performance in the sector. It was recommended that regulations governing the oil sector be reviewed and harmonised. Journal: Int. J. of Services and Operations Management Pages: 490-507 Issue: 4 Volume: 38 Year: 2021 Keywords: operational excellence; regulatory framework; firm characteristics; enterprise risk management implementation; health safety environment; oil and gas. File-URL: http://www.inderscience.com/link.php?id=114299 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:38:y:2021:i:4:p:490-507 Template-Type: ReDIF-Article 1.0 Author-Name: M. Mehfooza Author-X-Name-First: M. Author-X-Name-Last: Mehfooza Author-Name: V. Pattabiraman Author-X-Name-First: V. Author-X-Name-Last: Pattabiraman Title: A new efficient learning approach E-PDLA in assessing the knowledge of breast cancer dataset Abstract: Breast cancer is a deadly cancer that develops from the breast tissue. It is one among few reasons for women deaths in the world. Data mining and modern data analytics methods provide excellent support to infer knowledge from the existing database. Application area like medical world needs such efficient automated knowledge inferring tools and methods for better decision making. In this work, efficient data analytic methods like, K-nearest neighbours (KNN), C4.5 decision tree, naïve Bayes (NB), support vector machine (SVM), expert-pattern driven learning architecture (E-PDLA) are performed against the Wisconsin Breast Cancer (WBC) dataset. The aim of the work is to diagnose the proficiency and operational capabilities of the algorithms that have been tested. The results have been tabulated with the possible performance metrics and found the E-PDLA gives highest accuracy (99%) on classifying the dataset which gives insight of knowledge. All experiments have been simulated in J2EE environment with support of weka tool. Journal: Int. J. of Services and Operations Management Pages: 153-160 Issue: 2 Volume: 38 Year: 2021 Keywords: knowledge; expert-pattern driven learning architecture; E-PDLA; support vector machine; SVM; NB; C4.5; K-nearest neighbours; KNN; accuracy. File-URL: http://www.inderscience.com/link.php?id=113024 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:38:y:2021:i:2:p:153-160 Template-Type: ReDIF-Article 1.0 Author-Name: Run H. Niu Author-X-Name-First: Run H. Author-X-Name-Last: Niu Author-Name: Ying Fan Author-X-Name-First: Ying Author-X-Name-Last: Fan Title: A comparative study of online review management in hospitality services Abstract: Managing online reviews has become an essential task for managers thanks to the profound impact of customer online reviews on hospitality services. Multinational hospitality services face mounting challenges of managing online reviews posted by domestic and international customers when operating and competing in different countries. Based on a comparative case study, this paper provides a comprehensive understanding of online review management practices in the hospitality industries in the USA and China. The study develops a conceptual framework for key online review management practices and identifies the similarities and differences of these key practices between the USA and China. The key practices set the groundwork for developing an integrated framework for evaluating online review management practices. The comparison provides guidelines for multinational companies to manage online review management practices in different countries when competing with other multinational or domestic companies. Journal: Int. J. of Services and Operations Management Pages: 22-39 Issue: 1 Volume: 38 Year: 2021 Keywords: online reviews; online review management; service operations; comparative study; case study; hospitality services. File-URL: http://www.inderscience.com/link.php?id=112513 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:38:y:2021:i:1:p:22-39 Template-Type: ReDIF-Article 1.0 Author-Name: Peter Madzík Author-X-Name-First: Peter Author-X-Name-Last: Madzík Author-Name: Miroslav Hrnčiar Author-X-Name-First: Miroslav Author-X-Name-Last: Hrnčiar Title: Accuracy in measuring customer satisfaction Abstract: The study reports an analysis of the accuracy of three selected methods - point direct scoring (PDS), ranking (RK) and multi-choice (MCh) - in processing the results of large-scale surveys. The reference value for assessing their accuracy was the degree of overall satisfaction. We adopted a structured approach: first a reference value was selected against which to assess accuracy. The next step was determination of the methods for calculating the comparison value. After the calculation was made, the values calculated using each method were compared to the reference value and the resulting data were used to determine the accuracy of the given method. The RK method had a statistically significant advantage over the PDS and MCh methods in the accuracy of its relationship to the reference value. It was calculated that the RK method was on average 7.8% more accurate than the PDS and MCh methods. Journal: Int. J. of Services and Operations Management Pages: 161-187 Issue: 2 Volume: 38 Year: 2021 Keywords: overall satisfaction; satisfaction index; attribute importance. File-URL: http://www.inderscience.com/link.php?id=113025 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:38:y:2021:i:2:p:161-187 Template-Type: ReDIF-Article 1.0 Author-Name: Mahendra Singh Author-X-Name-First: Mahendra Author-X-Name-Last: Singh Author-Name: Rajkiran Prabhakar Author-X-Name-First: Rajkiran Author-X-Name-Last: Prabhakar Title: Systematic literature review on application of business analytics and information technology in supply chain performances Abstract: Supply chain management (SCM) functions are having applications of business analytics (BA). Supply chain managers' uses BA as competitive tool. Application of BA in key SCM functions, with information technology (IT) innovations has been a topic of tremendous interest to both practitioners and researchers. We identified more than 200 articles (over two decade) and classified them by year of publication, functional discipline, publication source, research methodology and application for the purpose of comprehensive literature review. Study identifies relationship between analytical tools and IT in supply chain decision making and supply chain performances. It explores research trends and patterns across disciplines and suggestions of potential areas for future research in BA, IT and supply chain decision making and performances. Journal: Int. J. of Services and Operations Management Pages: 110-134 Issue: 1 Volume: 38 Year: 2021 Keywords: business analytics; supply chain management; SCM; information technology; operational performances. File-URL: http://www.inderscience.com/link.php?id=112514 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:38:y:2021:i:1:p:110-134 Template-Type: ReDIF-Article 1.0 Author-Name: Xun Xu Author-X-Name-First: Xun Author-X-Name-Last: Xu Author-Name: Yinfei Chen Author-X-Name-First: Yinfei Author-X-Name-Last: Chen Author-Name: Wenhui Liu Author-X-Name-First: Wenhui Author-X-Name-Last: Liu Title: An examination of the dynamics of operating efficiency of wholesale and retail firms Abstract: This study investigates whether a firm's competitive advantage, measured by its relative operating efficiency, can be maintained in the long run. Based on a sample of US listing firms in the wholesale and the retail industries from 1995 to 2015, we examine the dynamics of the trend and stability of firms' operating efficiency in the long run. We find that companies that are moving ahead in the short run cannot guarantee their operating efficiency status in the long run. In the long run, operating efficiency can trend upwards, downwards, fluctuate, or remain flat. The findings are consistent to both industries, except that in the retail industry, there are more firms that consistently fall behind than firms that are in other categories of efficiency. This study provides implications for firms to measure and improve their operating efficiency dynamically over the short and long horizons to win the competitive market. Journal: Int. J. of Services and Operations Management Pages: 188-200 Issue: 2 Volume: 38 Year: 2021 Keywords: dynamics of operating efficiency; wholesale firms; retail firms. File-URL: http://www.inderscience.com/link.php?id=113026 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:38:y:2021:i:2:p:188-200 Template-Type: ReDIF-Article 1.0 Author-Name: Mahadev Ota Author-X-Name-First: Mahadev Author-X-Name-Last: Ota Author-Name: S. Srinivasan Author-X-Name-First: S. Author-X-Name-Last: Srinivasan Author-Name: C.D. Nandakumar Author-X-Name-First: C.D. Author-X-Name-Last: Nandakumar Title: Economic ordering model for multiple items with stochastic demand and budget constraint Abstract: The classical newsboy problem considers the single product case to determine the optimal ordering quantity which maximises the expected profit. This paper attempts to develop a newsboy type model with multiple products and stochastic demand and determine the optimal ordering quantity based on the different time periods which maximise the expected profit subject to the budget constraints. In the modern market, each individual customer has his own freedom to choose the product independently. Accordingly, this paper assumes that the demand for each product is invariably independent and follows the lognormal distribution with different mean and variance. An effective method has been developed to determine the optimal ordering quantity for each product at different time period with different level of budget constraint. From the illustrations, it is quite clear that an optimal solution can be obtained for the proposed model. The analytical structure used in the proposed model shows that the multi-product extension of the newsboy problem with budget constraint and stochastic demand is a very challenging area of research. Journal: Int. J. of Services and Operations Management Pages: 1-21 Issue: 1 Volume: 38 Year: 2021 Keywords: newsboy; multiple items; budget constraint; stochastic demand; optimal ordering quantity. File-URL: http://www.inderscience.com/link.php?id=112515 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:38:y:2021:i:1:p:1-21 Template-Type: ReDIF-Article 1.0 Author-Name: Mudaser Javaid Author-X-Name-First: Mudaser Author-X-Name-Last: Javaid Author-Name: Nor Hazana Abdullah Author-X-Name-First: Nor Hazana Author-X-Name-Last: Abdullah Author-Name: Muhammad Saeed Shahbaz Author-X-Name-First: Muhammad Saeed Author-X-Name-Last: Shahbaz Author-Name: Muazu Hassan Muazu Author-X-Name-First: Muazu Hassan Author-X-Name-Last: Muazu Title: Moderator effect of Islamic work ethics on the relationship between authentic leadership and organisational citizenship behaviour Abstract: The aim is to investigate the relationship among two variable such as authentic leadership (AL) and organisational citizenship behaviour (OCB) among telecom industry of Pakistan and examine the role of Islamic work ethics (IWE) as a moderator of those relationships. Quantitative method was used and data collected from telecom industries throughout the Pakistan. The SPSS 23 Statistical software used to analyses data. Convenience sample method was used as a sampling technique. The finding shows that AL was build a significant relation with OCB. Finding also indicates that IWE as a moderator made strong relation between AL and OCB. The results suggest that managers should inspire to adopt the AL style in telecom industry. The contribution of this study was investigating previous unstudied relations between these variables in Pakistan. This research was showed in telecom industry, where the IWE using first time which not used so far in telecom industry. Journal: Int. J. of Services and Operations Management Pages: 220-230 Issue: 2 Volume: 38 Year: 2021 Keywords: authentic leadership; organisational citizenship behaviour; OCB; Islamic work ethics; IWE; telecom sector in Pakistan. File-URL: http://www.inderscience.com/link.php?id=113027 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:38:y:2021:i:2:p:220-230 Template-Type: ReDIF-Article 1.0 Author-Name: Keyvan Sarrafha Author-X-Name-First: Keyvan Author-X-Name-Last: Sarrafha Author-Name: Abolfazl Kazemi Author-X-Name-First: Abolfazl Author-X-Name-Last: Kazemi Author-Name: Alireza Alinezhad Author-X-Name-First: Alireza Author-X-Name-Last: Alinezhad Author-Name: Seyed Taghi Akhavan Niaki Author-X-Name-First: Seyed Taghi Akhavan Author-X-Name-Last: Niaki Title: A Pareto-based optimisation algorithm for a multi-objective integrated production-distribution planning problem of a multi-echelon supply chain network design Abstract: This paper addresses a multi-periodic supply chain network design (SCND) problem involving suppliers, manufacturers, distribution centres (DCs), and customer zones (CZs). Logistic decisions made in each time period have a tactical nature. Location/strategic decisions are made at the beginning of the time horizon and remain unchanged until the last period. While both backorders and lost sales are considered, the aim is to design the supply chain network (SCN) under three minimisation objectives including total costs, the transfer time of products to CZs, and backorder level and lost sale of products. A multi-objective mixed-integer linear programming (MILP) model is developed and a meta-heuristic algorithm named multi-objective vibration damping optimisation (MOVDO) with tuned parameters is proposed to find non-dominated solutions. The performance of this method is compared with two popular existing algorithms called NSGA-II and NRGA when they solve some randomly generated problems. Journal: Int. J. of Services and Operations Management Pages: 40-72 Issue: 1 Volume: 38 Year: 2021 Keywords: supply chain network design; SCND; integrated production-distribution planning; production-distribution planning; PDP; multi-objective vibration damping optimisation; MOVDO; NSGA-II; non-dominated ranking genetic algorithm; NRGA; Taguchi method. File-URL: http://www.inderscience.com/link.php?id=112516 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:38:y:2021:i:1:p:40-72 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 influence of total quality management on non-academic performance: public sector institutions of Jordan Abstract: Previous studies verified that total quality management (TQM) improve performance. The aim of this study is to empirically verify the TQM approaches with non-academic performance. This is a quantitative study; a questionnaire has distributed by convenience sampling in the higher education institutions in the Jordan. After data cleaning, total of 276 responses were retained for final analysis. Factor analysis and multiple regressions have assessed through SPSS. The finding of this study reveals that two approaches of TQM customer focus and continuous improvement have positive and significant effects on non-academic performance while strategic planning positively affects the non-academic performance but not significantly. Meanwhile, leadership commitment has a negative effect on performance. This study will guide the managers in enhancing performance. Secondly, this study provides background to researches to know the value of TQM. Future study can be conducted on the reasons the negative relationship between leadership commitment and non-academic performance. Journal: Int. J. of Services and Operations Management Pages: 231-243 Issue: 2 Volume: 38 Year: 2021 Keywords: non-academic performance; Jordan higher education; total quality management; TQM; Jordan; higher education. File-URL: http://www.inderscience.com/link.php?id=113028 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:38:y:2021:i:2:p:231-243 Template-Type: ReDIF-Article 1.0 Author-Name: Arumugam Vasumathi Author-X-Name-First: Arumugam Author-X-Name-Last: Vasumathi Author-Name: Prithi Arun Author-X-Name-First: Prithi Author-X-Name-Last: Arun Author-Name: P. Kameswara Rao Author-X-Name-First: P. Kameswara Author-X-Name-Last: Rao Title: An empirical bivariate study on work life balance of women labours with special reference to tannery industry Abstract: In the present competitive scenario, any industry is focusing work life balance of their employees, to create a healthy win-win environment for both the employees and organisation. The literatures studies display that male employees or workers are affected by work life imbalance but females are more prone to work family imbalance issues. The work life balance issues are not only dependent on women's capability and energy but also dependent on various factors related to work environment (like working conditions, work flexibility, work demands, working hours, travelling time, advancement of technology, etc.) and family related factors (like family demands, support from family members, demographic profile, time, energy and other personal factors). When these family and work related factors tend to interfere with each other by making individual to concentrate on one role leaving the other an imbalance occurs between family and work, that results in work family conflict, family work conflict, stress, tension, poor performance, absenteeism and turnover from workplace. This article discusses about the work life balance of women workers working with tannery industry in Tamil Nadu, India. The researcher found that the less experienced labours have less work life balance issues when compared to high experienced labours. Journal: Int. J. of Services and Operations Management Pages: 276-298 Issue: 2 Volume: 38 Year: 2021 Keywords: work life balance; WLB; working conditions; work family conflict; WFC; family work conflict; FWC; issues. File-URL: http://www.inderscience.com/link.php?id=113029 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:38:y:2021:i:2:p:276-298 Template-Type: ReDIF-Article 1.0 Author-Name: Pratap Chandra Mandal Author-X-Name-First: Pratap Chandra Author-X-Name-Last: Mandal Title: New realities in services: challenges and opportunities Abstract: Business environment is dynamic and companies providing services require appreciating the new service realities and develop strategies to sustain the competition. New service realities may relate to shifting customer relationships, customer empowerment, and customer coproduction. In this competitive environment, companies require satisfying both employees and customers to succeed in the long run. Companies require developing strategies to prevent occurrences of service failures, to rectify service failures, and maintain the focus and enthusiasm of employees high. Proper understanding of the new service realities, development of strategies to deal with them, and their effective implementation and execution provide a direction for service companies to excel, delight their customers, and build relationships with their customers. Journal: Int. J. of Services and Operations Management Pages: 438-450 Issue: 3 Volume: 39 Year: 2021 Keywords: service realities; customer empowerment; coproduction; employee satisfaction; customer relationship. File-URL: http://www.inderscience.com/link.php?id=116101 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:39:y:2021:i:3:p:438-450 Template-Type: ReDIF-Article 1.0 Author-Name: Ali Shoja Sangchooli Author-X-Name-First: Ali Shoja Author-X-Name-Last: Sangchooli Author-Name: Seyed Mehdi Sajadifar Author-X-Name-First: Seyed Mehdi Author-X-Name-Last: Sajadifar Title: A heuristic and GRASP algorithm for three-dimensional multiple bin-size bin packing problem based on the needs of a spare-part company Abstract: The three-dimensional multiple bin-size bin packing problem (3D-MBSBPP) has many practical applications in the logistic problems such as warehouse management, transportation planning and container loading. An efficient solution to the problem can have significant effects on reducing the transportation costs, improving the status and increasing the productivity and profitability of the companies. The mathematical models proposed for this problem are few in number and can, therefore, be expanded and improved much further. In this paper, based on the needs of a spare-part company in Iran, we developed a mathematical model for 3D-MBSBPP. This model takes into account the rotation of the boxes and the maximum weight constraint of the bins and then, we used a new heuristic and a GRASP algorithm for solving the model. The obtained answers in comparison with the exact method, confirm the speed and efficiency of the proposed algorithms, especially in solving the large-scale and real-sized problems. Journal: Int. J. of Services and Operations Management Pages: 73-91 Issue: 1 Volume: 38 Year: 2021 Keywords: 3D MBSBPP; container loading; logistic; heuristic algorithm. File-URL: http://www.inderscience.com/link.php?id=112518 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:38:y:2021:i:1:p:73-91 Template-Type: ReDIF-Article 1.0 Author-Name: Atif Saleem Butt Author-X-Name-First: Atif Saleem Author-X-Name-Last: Butt Title: Top-down knowledge hiding in buying and supplying firms: causes and some suggestions Abstract: Knowledge management has gained vital importance in supply chain management discipline in the last few years. Many studies in supply chain management now argue that effective knowledge sharing is crucial for firm's success. In addition, effective knowledge management in supply chains positively impacts a firm's ability to innovate and remain competitive in the market. However, firms should remain cautions as senior managers can also deliberately hide knowledge from their subordinates in an organisation, which can negatively impact their work performance and innovative work behaviour. Therefore, the purpose of this paper is to propose some potential determinants of top-down knowledge hiding in buying and supplying firms, which can adversely affect innovative work behaviour of managers. Furthermore, some suggestions are offered to firms on how to promote the culture of knowledge sharing, while at the same time discouraging the culture of knowledge hiding in firms. Journal: Int. J. of Services and Operations Management Pages: 299-307 Issue: 2 Volume: 38 Year: 2021 Keywords: knowledge hiding; innovative work behaviour; supply chain management. File-URL: http://www.inderscience.com/link.php?id=113030 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:38:y:2021:i:2:p:299-307 Template-Type: ReDIF-Article 1.0 Author-Name: Silvio R.I. Pires Author-X-Name-First: Silvio R.I. Author-X-Name-Last: Pires Author-Name: João Batista De Camargo Junior Author-X-Name-First: João Batista De Camargo Author-X-Name-Last: Junior Author-Name: Pedro Domingos Antoniolli Author-X-Name-First: Pedro Domingos Author-X-Name-Last: Antoniolli Title: A case of 55 years of servitisation in the frozen concentrated orange juice industry Abstract: Although the term servitisation was coined in the late 1980s, this paper identifies and investigates a case that has been practiced in Brazil since 1963 by a capital goods manufacturer, which is focused on supplying machines and services to largest producers of frozen concentrated orange juice in country. Therefore, the aim of this paper is to describe and analyse the main characteristics of this case. Methodology used corresponds to an exploratory and in-depth case study conducted from supplier company perspective, but also by investigating its main customer company (dual approach). Data obtained were described and analysed using a framework designed for this purpose that is based on three classic publications on the subject. Results demonstrate a case of extreme servitisation, even for standards considered in present literature. Journal: Int. J. of Services and Operations Management Pages: 301-315 Issue: 3 Volume: 39 Year: 2021 Keywords: supply chain management; servitisation; product-service systems; capital goods industry; juice industry. File-URL: http://www.inderscience.com/link.php?id=116102 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:39:y:2021:i:3:p:301-315 Template-Type: ReDIF-Article 1.0 Author-Name: Pierre Mostert Author-X-Name-First: Pierre Author-X-Name-Last: Mostert Author-Name: Sotira Petrou Author-X-Name-First: Sotira Author-X-Name-Last: Petrou Author-Name: Daniel J. Petzer Author-X-Name-First: Daniel J. Author-X-Name-Last: Petzer Author-Name: Adele Berndt Author-X-Name-First: Adele Author-X-Name-Last: Berndt Title: A quantitative exploration of service brand avoidance and its antecedents Abstract: With consumers increasingly avoiding service brands due to a wide range of transgressions by organisations, it is surprising that research relating to service brand avoidance is lacking, with most studies focusing on positive brand associations. However, more recently researchers started exploring service brand avoidance by gaining insights into this phenomenon through qualitative research by identifying possible reasons as to why consumers would not only avoid service brands, but also terminate their relationships with brands. This paper furthers our understanding of service brand avoidance by being one of the first research studies to quantitatively explore the antecedents of service brand avoidance. Data were collected by means of convenience sampling from 299 South African cell phone users. Findings indicate that of those antecedents of service brand avoidance identified through previous qualitative studies, identity avoidance, moral avoidance, deficit-value avoidance and experiential avoidance predict service brand avoidance, whereas advertising avoidance does not. Journal: Int. J. of Services and Operations Management Pages: 477-494 Issue: 4 Volume: 39 Year: 2021 Keywords: service brand avoidance; identity avoidance; moral avoidance; deficit-value avoidance; experiential avoidance; advertising avoidance. File-URL: http://www.inderscience.com/link.php?id=117638 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:39:y:2021:i:4:p:477-494 Template-Type: ReDIF-Article 1.0 Author-Name: Naga Vamsi Krishna Jasti Author-X-Name-First: Naga Vamsi Krishna Author-X-Name-Last: Jasti Author-Name: Srinivas Kota Author-X-Name-First: Srinivas Author-X-Name-Last: Kota Title: Development of an adapted framework for lean product development Abstract: Lean product development (LPD) plays a major role in success of the organisation's product. Many researchers have proposed various LPD frameworks to implement LPD principles in the organisations without reviewing the existing LPD frameworks. Hence, this study performed a critical review of 35 frameworks with respect to novelty, background, and verification methodology used in the frameworks to identify the inconsistencies and standardise the elements. Several inconsistencies present in the existing LPD frameworks were identified and the importance of coherent theory building as well as development of coherent set of elements in the LPD was elucidated. To overcome these inconsistencies, a comprehensive conceptual LPD framework with high coherent elements was proposed. Journal: Int. J. of Services and Operations Management Pages: 244-275 Issue: 2 Volume: 38 Year: 2021 Keywords: lean product development; LPD; lean thinking; lean elements; lean review; framework. File-URL: http://www.inderscience.com/link.php?id=113031 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:38:y:2021:i:2:p:244-275 Template-Type: ReDIF-Article 1.0 Author-Name: Sung Hyun Kim Author-X-Name-First: Sung Hyun Author-X-Name-Last: Kim Author-Name: Chang Ik Song Author-X-Name-First: Chang Ik Author-X-Name-Last: Song Author-Name: Kyung Hoon Yang Author-X-Name-First: Kyung Hoon Author-X-Name-Last: Yang Title: Big data project management by agile approach: in the case of the Seoul Metropolitan City Owl Bus Abstract: Big data has proven to be a good source in analysing complicated situations and designing complex systems. With big data analysis, solutions have become more accurate. However, due to a lack of experience with big data, projects that generally handle big data have a higher failure rate in terms of time, money and user satisfaction. Therefore, projects involving big data should differ from a typical project. Using the case of the Seoul Metropolitan City Owl Bus, the authors have setup project procedures and raised several issues developers would do well to consider when dealing with big data. When the Seoul City Government in South Korea planned the night bus lines and its schedules, it made use of big data to do so. We expect that this case analysis will guide the further usage of big data in the service sector project management. Journal: Int. J. of Services and Operations Management Pages: 316-336 Issue: 3 Volume: 39 Year: 2021 Keywords: big data; data analysis; simulation; public policy; agile project management; scrum project management; extreme project management; DevOps project management; service management. File-URL: http://www.inderscience.com/link.php?id=116103 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:39:y:2021:i:3:p:316-336 Template-Type: ReDIF-Article 1.0 Author-Name: Fayiz Shrafat Author-X-Name-First: Fayiz Author-X-Name-Last: Shrafat Author-Name: Dia Zeglat Author-X-Name-First: Dia Author-X-Name-Last: Zeglat Author-Name: Waed Ensour Author-X-Name-First: Waed Author-X-Name-Last: Ensour Author-Name: Nael Mosa Sarhan Author-X-Name-First: Nael Mosa Author-X-Name-Last: Sarhan Title: Analysis of the factors that influence adoption of information from managerial responses to negative electronic word-of-mouth Abstract: The purpose of this study was to identify the informational determinants of persuasive managerial responses to negative e-WOM, when recipients accept managerial response information, and which factors encourage adoption. Using the elaboration likelihood model and the theory of information adoption, the study develops a research model to investigate information adoption determinants that influence managerial responses to negative e-WOM through informational usefulness in the context of consumer-to-business communication. The partial least squares technique is used to test the proposed model on 318 effective data points. The results show that argument quality and source credibility positively influence the adoption of managerial response information through informational usefulness. Among the precursors of information usefulness, quality factors (comprehensiveness and accuracy) exert a significant influence. Theoretical and managerial implications are discussed. Journal: Int. J. of Services and Operations Management Pages: 495-527 Issue: 4 Volume: 39 Year: 2021 Keywords: electronic word-of-mouth; e-WOM; managerial response; source credibility; argument quality; informational usefulness; information adoption. File-URL: http://www.inderscience.com/link.php?id=117639 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:39:y:2021:i:4:p:495-527 Template-Type: ReDIF-Article 1.0 Author-Name: Sasmita Choudhury Author-X-Name-First: Sasmita Author-X-Name-Last: Choudhury Author-Name: A.K. Das Mohapatra Author-X-Name-First: A.K. Das Author-X-Name-Last: Mohapatra Author-Name: Manoj Kumar Mohanty Author-X-Name-First: Manoj Kumar Author-X-Name-Last: Mohanty Title: Factors predicting employee engagement in Indian manufacturing sector Abstract: Employee engagement is associated with many desirable outcomes such as job satisfaction, intention to stay, high productivity, job performance and customer satisfaction. Engaged employees over time become more creative, sensitive, productive and contribute from their heart, which can create significant difference to the organisational goal and objective. The promising Indian economy expecting 25% of India's GDP and 100 million jobs by 2022 from manufacturing sector with the help of effective policies created and monitored by government authorities. This calls for a special focus on manufacturing sector and to trace the attributes which are predicting the employee engagement, so that organisations can formulate proper plans and policies to ensure retention and increase in engagement level. This study witnessed organisation and work culture, job profile and accountability, compensation and benefits, resources at work, caring attitude of organisation and communication are the principal factors which govern employee engagement in manufacturing sector. Journal: Int. J. of Services and Operations Management Pages: 92-109 Issue: 1 Volume: 38 Year: 2021 Keywords: employee engagement; manufacturing sector; Indian industry; private manufacturing firms; principal factor analysis. File-URL: http://www.inderscience.com/link.php?id=112520 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:38:y:2021:i:1:p:92-109 Template-Type: ReDIF-Article 1.0 Author-Name: K.J. Manjunatheshwara Author-X-Name-First: K.J. Author-X-Name-Last: Manjunatheshwara Author-Name: S. Vinodh Author-X-Name-First: S. Author-X-Name-Last: Vinodh Title: Sustainable product development of tablet device using environmental conscious QFD - weighted decision matrix evaluation: a case study Abstract: The study applies an integrated framework of environmentally conscious quality function deployment (ECQFD) with weighted decision matrix (WDM) for sustainable development of the tablet device. ECQFD phase I prioritised design metrics were found to be 'product design', 'process improvement' and 'reduced energy consumption' with relative weights of '0.1081', '0.1014' and '0.0916' respectively. In phase II, 'battery' and 'front and back covers' were found to be prioritised components. From phase III option I, 'product design' was found to have more improvement effect and from option II 'process improvement' was found to have the highest improvement effect. From phase IV, option II was found to be the best. Three designs were conceptualised based on the results of ECQFD. Design 1 with a score of 2.63 was identified as the best design using WDM. This study could be beneficial in overcoming the lack of knowledge and realise the potential for successful sustainability implementation through ECQFD. Journal: Int. J. of Services and Operations Management Pages: 415-437 Issue: 3 Volume: 39 Year: 2021 Keywords: quality function deployment; QFD; ECQFD; sustainability; environmental quality; weighted decision matrix; WDM; consumer electronics; eco-design; product development. File-URL: http://www.inderscience.com/link.php?id=116104 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:39:y:2021:i:3:p:415-437 Template-Type: ReDIF-Article 1.0 Author-Name: Kedwadee Sombultawee Author-X-Name-First: Kedwadee Author-X-Name-Last: Sombultawee Author-Name: Sakun Boon-itt Author-X-Name-First: Sakun Author-X-Name-Last: Boon-itt Title: Developing dimensions of the marketing-operations alignment construct Abstract: This paper develops a theoretical dimensional model of marketing-operations alignment that can be used to align strategic, tactical, and operational priorities within the organisation. Results are derived from case studies at four firms in different industries in Thailand. Data was collected using in-depth interviews with marketing and operations managers and top leadership and analysed using template analysis. The analysis found five dimensions of marketing-operations alignment, including leadership strategy, information exchange, decision coordination, performance evaluation, and reward systems. These findings supported the development of a dimensional process model of marketing-operations alignment, beginning the development of an integrative theory of marketing-operations alignment. The study provides a template for implementation in the organisation and identifies opportunities for further research. The findings imply that marketing-operations alignment should be a concern for managers, although the research is limited in that the model is not yet fully developed. Journal: Int. J. of Services and Operations Management Pages: 563-582 Issue: 4 Volume: 39 Year: 2021 Keywords: marketing-operations alignment; market orientation; coordination decision; reward system; information exchange; leadership strategy; performance evaluation; template analysis; multiple case studies. File-URL: http://www.inderscience.com/link.php?id=117640 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:39:y:2021:i:4:p:563-582 Template-Type: ReDIF-Article 1.0 Author-Name: Seyed Sirvan Sharifi Author-X-Name-First: Seyed Sirvan Author-X-Name-Last: Sharifi Author-Name: Mahdi Yousefi Nejad Attari Author-X-Name-First: Mahdi Yousefi Nejad Author-X-Name-Last: Attari Author-Name: Ali Ebadi Torkayesh Author-X-Name-First: Ali Ebadi Author-X-Name-Last: Torkayesh Author-Name: Ensiyeh Neishabouri Jami Author-X-Name-First: Ensiyeh Neishabouri Author-X-Name-Last: Jami Title: Nursing service planning for the satisfaction of patients: models and algorithms Abstract: In this study, we aim to plan nursing services in order to reduce number of personnel and increase patient satisfaction in hospitals. Lack of enough expert staff is one of the main reasons for long-term waiting period of patients in hospitals. This research is a descriptive-analytical, applicable type that is conducted to determine the minimum required nurses according to patients referring at different times, determine program shift with the minimum required work hours and planning shifts of nurses with the lowest cost for emergency department. Its population includes the referred patients to emergency department and nurses of a medical centre. Time series method is used to predict number of the referred patients to emergency using MINITAB 2016 software. This paper provided a bi-objective mathematical model to minimise the number of nurses and wait time with a focus on patients' satisfaction. NSGA-II and Bees meta-heuristic algorithms are used as solution approach to solve the model. Results obtained from each algorithm is compared with each other under several indexes. Journal: Int. J. of Services and Operations Management Pages: 377-398 Issue: 3 Volume: 39 Year: 2021 Keywords: human resource planning; nurse services; multi-objective optimisation model; queuing theory; NSGA-II algorithm; Bees algorithm. File-URL: http://www.inderscience.com/link.php?id=116105 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:39:y:2021:i:3:p:377-398 Template-Type: ReDIF-Article 1.0 Author-Name: Prakash Abad Author-X-Name-First: Prakash Author-X-Name-Last: Abad Title: A two period lot sizing and pricing model for a perishable/seasonal item Abstract: In this study, we develop a two-period model for determining the lot size, period-one price and the rule for setting period-two price. The proposed model is applicable to lot sizing and pricing of a perishable or seasonal good when demand for the good is uncertain. In case of a perishable good, the retailer is assumed to follow a fixed replenishment interval which is assumed to be shorter than the fixed lifespan of the product. The interval in turn is divided into two periods. We represent demand in each period using an additive error demand function where expected demand is a decreasing function of the selling price. Consumers prefer fresh products and a farther 'best before' date, i.e., when a good is perishable, there tends to be value drop as units age over the periods. In case of a seasonal good, the planning horizon is the entire season and there may or may not be value drop over the two periods. Journal: Int. J. of Services and Operations Management Pages: 583-599 Issue: 4 Volume: 39 Year: 2021 Keywords: service level; stochastic optimisation; inventory management; lot sizing; pricing; two-stage; retailing; value drop; seasonal good. File-URL: http://www.inderscience.com/link.php?id=117641 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:39:y:2021:i:4:p:583-599 Template-Type: ReDIF-Article 1.0 Author-Name: K. Jayakrishna Author-X-Name-First: K. Author-X-Name-Last: Jayakrishna Author-Name: S. Aravind Raj Author-X-Name-First: S. Aravind Author-X-Name-Last: Raj Author-Name: S. Vinodh Author-X-Name-First: S. Author-X-Name-Last: Vinodh Author-Name: G. Rajyalakshmi Author-X-Name-First: G. Author-X-Name-Last: Rajyalakshmi Author-Name: Sanchitha Sharma Author-X-Name-First: Sanchitha Author-X-Name-Last: Sharma Title: Superiority of fuzzy AHP-VIKOR approach in an agile environment Abstract: Agile manufacturing (AM) system focuses on the customised production with shorter lead time in a cost effective manner. Conceptual design is a vital phase of product development and AM obliges towards it. Selecting appropriate conceptual design often involves consideration of multiple factors, multi criteria decision making (MCDM) techniques facilitates in resolving this problem. In this study, hybrid fuzzy analytical hierarchical process (AHP) and fuzzy VIKOR approach was used for selecting the best conceptual design of instrument panel (IP). The article focuses on development of various concept designs for IP considering the recent manufacturing and technological aspects. Appropriate agile criteria were identified through several brainstorming sessions conducted among the stakeholders of the organisation. Fuzzy AHP model was used to compute the weights of the proposed conceptual designs and fuzzy VIKOR was used to select the best suited conceptual design. The case study was also practically validated in a manufacturing scenario. Journal: Int. J. of Services and Operations Management Pages: 135-152 Issue: 1 Volume: 38 Year: 2021 Keywords: agile manufacturing; multi criteria decision making; MCDM; analytical hierarchical process; AHP; VIKOR; concept design. File-URL: http://www.inderscience.com/link.php?id=112522 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:38:y:2021:i:1:p:135-152 Template-Type: ReDIF-Article 1.0 Author-Name: Zahra Namazian Author-X-Name-First: Zahra Author-X-Name-Last: Namazian Author-Name: Emad Roghanian Author-X-Name-First: Emad Author-X-Name-Last: Roghanian Title: A decision problem for bank branch site selection: a GIS mapping perspective with maximal covering location problem: a case study of Isfahan, Iran Abstract: One of the most significant decision-making processes is the site selection. If the site is correctly selected, the access for the best customers as well as the greatest market potential would be guaranteed. Bank branch optimal location is one of the most significant strategic issues in the competitive market especially for private banks because of the global competition and high customer expectations. This study presents a geographic information system (GIS)-based model for locating suitable sites for making new branches by using data sources. Also, maximal covering location problem (MCLP) was used to select branches that the maximum demand might be reached within a pre-specified target travel time. The model was implemented for Ansar Bank in Isfahan, Iran. The criteria were restricted through demographic attributes, competition, transportation, flexibility and cost in GIS mapping approach. Finally, the results illustrated the efficiency and applicability of the proposed integrated method. Journal: Int. J. of Services and Operations Management Pages: 337-361 Issue: 3 Volume: 39 Year: 2021 Keywords: location-allocation; geographic information system; GIS; maximal covering location problem; MCLP; bank branch location; criteria and sub-criteria; Iran. File-URL: http://www.inderscience.com/link.php?id=116106 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:39:y:2021:i:3:p:337-361 Template-Type: ReDIF-Article 1.0 Author-Name: Domingos Fernandes Campos Author-X-Name-First: Domingos Fernandes Author-X-Name-Last: Campos Author-Name: Kelson Wagner Da Silva Barros Author-X-Name-First: Kelson Wagner Da Silva Author-X-Name-Last: Barros Author-Name: Lieda Amaral De Souza Author-X-Name-First: Lieda Amaral De Author-X-Name-Last: Souza Author-Name: Julio Cesar Ferro De Guimarães Author-X-Name-First: Julio Cesar Ferro De Author-X-Name-Last: Guimarães Title: Relationship between service quality, consumer values, satisfaction and loyalty: an empirical study of a shopping mall Abstract: The primary purpose of this research is to examine the impact of mall service quality and utilitarian and hedonic consumption values on customers' satisfaction and loyalty. A preliminary hypothetical model was analysed with the structural equation technique following the partial least squares approach. The results show the positive direct effect of the service quality offered by the shopping centre on customer satisfaction and consumer loyalty. Utilitarian and hedonic values play an essential role in shopping centre customers' satisfaction. Both shopping values help to produce satisfaction in shopping mall buyers. Hedonic values, though less effectively, also influence consumer loyalty directly. Mall managers and entrepreneurs should redouble their attention to the most important attributes - associated with the quality and attractiveness of shopping malls - and invest to achieve a high level of loyalty and consumer retention. Journal: Int. J. of Services and Operations Management Pages: 541-562 Issue: 4 Volume: 39 Year: 2021 Keywords: customer loyalty; service quality; customer satisfaction; hedonic and utilitarian values; shopping mall; structural equation model. File-URL: http://www.inderscience.com/link.php?id=117642 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:39:y:2021:i:4:p:541-562 Template-Type: ReDIF-Article 1.0 Author-Name: Mantas Vilkas Author-X-Name-First: Mantas Author-X-Name-Last: Vilkas Author-Name: Inga Stankevice Author-X-Name-First: Inga Author-X-Name-Last: Stankevice Author-Name: Jurga Duobiene Author-X-Name-First: Jurga Author-X-Name-Last: Duobiene Author-Name: Rimantas Rauleckas Author-X-Name-First: Rimantas Author-X-Name-Last: Rauleckas Title: Achieving leanness: the relationship of lean practices with process exploitation and exploration Abstract: Lean is a socio-technical system that aims to increase operational effectiveness. It is widely assumed that lean contributes to the improvement of operational efficiency. However, there is limited knowledge of whether the improvement is achieved through processes of exploitation, exploration, or both. A survey of organisations adopting lean practices has shown that lean contributes to process control, incremental process improvement, and radical process improvement. The results help to explain the mechanisms through which lean affects the operational performance of organisations. The results show that lean facilitates both process exploration and exploitation and contributes to the ambidexterity of organisations. Journal: Int. J. of Services and Operations Management Pages: 201-219 Issue: 2 Volume: 38 Year: 2021 Keywords: lean; process exploration; process exploitation; process control; incremental process improvement; IPI; radical process improvement; ambidexterity. File-URL: http://www.inderscience.com/link.php?id=113035 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:38:y:2021:i:2:p:201-219 Template-Type: ReDIF-Article 1.0 Author-Name: R.M. Thirupathi Author-X-Name-First: R.M. Author-X-Name-Last: Thirupathi Author-Name: S. Vinodh Author-X-Name-First: S. Author-X-Name-Last: Vinodh Author-Name: S. Dhanasekaran Author-X-Name-First: S. Author-X-Name-Last: Dhanasekaran Title: State of art review on strategies, tools and indicators of sustainable manufacturing Abstract: Sustainable manufacturing enables manufacturing organisations to develop products with minimal environmental impact. Sustainability is based on triple bottom line approach with environment, economy and societal dimensions. Automotive component manufacturing organisations have been recognising the importance of sustainability. In order to better conceptualise sustainable system, strategies, tools and indicators to be better understood. In this context, this article presents the review on sustainable manufacturing strategies, tools, and indicators. The article presents the review in five perspectives of sustainable manufacturing: research studies, modelling, strategies, tools and indicators. A total of 89 articles were reviewed and analysed. Insights were derived from the reviewed papers. A conceptual framework for sustainable manufacturing implementation is presented. Journal: Int. J. of Services and Operations Management Pages: 68-86 Issue: 1 Volume: 40 Year: 2021 Keywords: sustainability; sustainable manufacturing; strategies; tools; indicators; framework. File-URL: http://www.inderscience.com/link.php?id=117643 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:40:y:2021:i:1:p:68-86 Template-Type: ReDIF-Article 1.0 Author-Name: Saeid Jafarzadeh Ghoushchi Author-X-Name-First: Saeid Jafarzadeh Author-X-Name-Last: Ghoushchi Author-Name: Ali Abbasi Author-X-Name-First: Ali Author-X-Name-Last: Abbasi Title: An optimisation approach for simulation operator allocation and job dispatching rule in a cellular manufacturing system Abstract: The purpose of this article is to present an approach based on simulation optimisation for improving the performance of cellular manufacturing systems through optimising operator allocation and job dispatching rules in each cell. In this study, we have considered stochastic parameters, machines' breakdown and multiple products in order to consider the problem as close as possible to real world situation. The presented approach is composed of Taguchi design of experiments, discrete event simulation, artificial neural networks, and data envelopment analysis. After determining the optimum scenario, it is compared to the present condition of the case and the improvements are determined. In order to evaluate the performance of the presented approach, lathing factory which uses cellular manufacturing system is considered as the case study. Journal: Int. J. of Services and Operations Management Pages: 47-67 Issue: 1 Volume: 40 Year: 2021 Keywords: simulation optimisation; cellular manufacturing system; CMS; artificial neural network; ANN; data envelopment analysis; DEA. File-URL: http://www.inderscience.com/link.php?id=117644 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:40:y:2021:i:1:p:47-67 Template-Type: ReDIF-Article 1.0 Author-Name: Govind Nath Srivastava Author-X-Name-First: Govind Nath Author-X-Name-Last: Srivastava Author-Name: Harsh Purohit Author-X-Name-First: Harsh Author-X-Name-Last: Purohit Title: Measuring effectiveness of ticketing services of public transportation Abstract: Public transport services are going through transition phase across the globe due to changes in the market dynamics and growing expectation of commuters. As ticketing services of public transport organisation has abiding impact over ridership behaviour, public transport organisations are using innovative, customer centric and cost effective strategy to offer convenient, attractive and speedy ticketing solution to commuters. The current study has been undertaken to analyse effectiveness of each element of ticketing services of Delhi Metro over commuter's satisfaction. Both qualitative and quantitative research approach was used and Nivivo 11, SPSS.20 software was employed for identification of important issues and processing of the data. The result of the study reveals that commuters are highly sensitive about price of the ticket and long waiting time in a queue and suffocation at ticket counter is adversely influencing satisfaction of commuters. Journal: Int. J. of Services and Operations Management Pages: 23-46 Issue: 1 Volume: 40 Year: 2021 Keywords: ticketing services; commuter satisfaction; ridership behaviour; public transportation; e-ticketing; mobile ticketing; smart card; Delhi Metro. File-URL: http://www.inderscience.com/link.php?id=117645 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:40:y:2021:i:1:p:23-46 Template-Type: ReDIF-Article 1.0 Author-Name: M. Revathi Author-X-Name-First: M. Author-X-Name-Last: Revathi Author-Name: M. Valliathal Author-X-Name-First: M. Author-X-Name-Last: Valliathal Title: Pre-training analysis for student's placement training using hendecagonal fuzzy number with similarity measure Abstract: Multi-criteria group decision-making approaches with fuzzy theory are trendy in the area of decision science. Frequently decision-makers express their judgment linguistically. This study aims to categorise the student's basic knowledge level in order to provide pre-placement training for the students in the placement. A method is constructed using several linguistic values with different weights using the fuzzy number grading system. An algorithm for fuzzy multi-criteria group decision-making (FMCGDM) is proposed with the notion of hendecagonal fuzzy number (HDFN) and symmetric hendecagonal fuzzy number (symmHDFN). Also, complex proportional assessment (COPRAS) method is used for group decision-making approach, to assess the performance of students in the pre-placement training. Based on the report generated, the college can arrange varying levels of training using fuzzy decision theory. Journal: Int. J. of Services and Operations Management Pages: 451-476 Issue: 4 Volume: 39 Year: 2021 Keywords: hendecagonal fuzzy number; HDFN; fuzzy arithmetic; ranking fuzzy numbers; fuzzy group decision-making; linguistic variables. File-URL: http://www.inderscience.com/link.php?id=117647 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:39:y:2021:i:4:p:451-476 Template-Type: ReDIF-Article 1.0 Author-Name: Muhammad Rosiawan Author-X-Name-First: Muhammad Author-X-Name-Last: Rosiawan Author-Name: Moses Laksono Singgih Author-X-Name-First: Moses Laksono Author-X-Name-Last: Singgih Author-Name: Erwin Widodo Author-X-Name-First: Erwin Author-X-Name-Last: Widodo Title: Activity-based management as economic effect measurement for implementing ISO 9001:2015 clause Abstract: This paper aims to measure the overhead costs and economic effects of applying ISO 9001 clauses in manufacturing companies. The activity-based management (ABM) approach is used to allocate cost objects and to trace the source of costs for high-cost activities when implementing the ISO 9001 clause. Inbound logistics processes, which consist of purchasing raw materials and warehouse processes, were used as the research objects for implementing the ISO 9001 clause. From the results of the numerical calculations based on the conceptual models and mathematical equations developed, the company obtained cost savings first from a reduction in high-cost activities and second, from the performance targets achieved. However, companies need to consider the number of performance indicators in the business processes precisely. This is because it affects the cost savings obtained and the return period of investment in the ISO 9001 implementation programs. Journal: Int. J. of Services and Operations Management Pages: 1-22 Issue: 1 Volume: 40 Year: 2021 Keywords: activity-based management; ABM; ISO 9001; overhead cost; cost savings; payback period. File-URL: http://www.inderscience.com/link.php?id=117649 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:40:y:2021:i:1:p:1-22 Template-Type: ReDIF-Article 1.0 Author-Name: Sonu Rajak Author-X-Name-First: Sonu Author-X-Name-Last: Rajak Author-Name: P. Parthiban Author-X-Name-First: P. Author-X-Name-Last: Parthiban Author-Name: R. Dhanalakshmi Author-X-Name-First: R. Author-X-Name-Last: Dhanalakshmi Title: Horizontal collaboration in oligopoly supply chain Abstract: Oligopolistic markets are those in which a few numbers of firms produce and markets similar products to similar markets and customers, and this group of few hold a significant market share. Since these oligopolistic firms already have effective penetration in distribution lanes, there are areas where these firms can cooperate while competing with others. This paper aims to check the feasibility of horizontal collaboration on transportation for these oligopolistic firms by conducting a study on a three-firm four-zone case model. The study uses a mixed integer linear programming model to harness the potential of load bundling and backhauling optimisation when the transportation load demands of these firms are merged. The competitive and cooperative scenarios are compared using different performance measures like cost savings, reduction of no. of trips, and asset utilisation. Also, the effort is taken to ensure the model is framed on the real case scenarios present in the Indian transportation industry. Journal: Int. J. of Services and Operations Management Pages: 362-376 Issue: 3 Volume: 39 Year: 2021 Keywords: horizontal collaboration; supply chain management; transportation; mixed integer linear programming; oligopoly. File-URL: http://www.inderscience.com/link.php?id=116115 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:39:y:2021:i:3:p:362-376 Template-Type: ReDIF-Article 1.0 Author-Name: Adenike Aderonke Moradeyo Author-X-Name-First: Adenike Aderonke Author-X-Name-Last: Moradeyo Title: Assessment of operational performance indicators from dual perspectives: traditional versus contextual Abstract: This theoretical paper presents the dual dimension of performance measurement as the traditional and contextual perspectives with a focus on operational performance indicators. This study argues that the business environment is an important factor to consider when carrying out performance assessments in manufacturing firms. This view is based on the knowledge that different contingencies are experienced in different business environments especially the developing and developed countries' contexts categories. Using the contingency theory as the foundation of this argument, this study proposed a framework that operational performance indicators for evaluating the performance of manufacturing firms should be composed of both traditional and contextual assessment components. Journal: Int. J. of Services and Operations Management Pages: 528-540 Issue: 4 Volume: 39 Year: 2021 Keywords: operational performance indicators; manufacturing firms; business environment. File-URL: http://www.inderscience.com/link.php?id=117655 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:39:y:2021:i:4:p:528-540 Template-Type: ReDIF-Article 1.0 Author-Name: Vishwesh Singbal Author-X-Name-First: Vishwesh Author-X-Name-Last: Singbal Author-Name: Gajendra Kumar Adil Author-X-Name-First: Gajendra Kumar Author-X-Name-Last: Adil Title: Comparison of discrete and continuous travel time models for a multi-aisle AS/RS under different operating conditions Abstract: Travel time is a predominant performance measure of AS/RS in literature. Two basic approaches are available for modelling travel time: discrete and continuous. Continuous models involve approximation of travel time. This paper considers a single crane unit load multi-aisle AS/RS operating under a single command and one of the three storage policies. The performance of continuous model is compared with discrete model under different operating conditions characterised by different combinations of input parameters: number of aisles, storage rack shape factor, number of products and demand skewness. Through the comparison of percentage error of continuous model different configurations where continuous models perform well are identified. Journal: Int. J. of Services and Operations Management Pages: 87-108 Issue: 1 Volume: 40 Year: 2021 Keywords: multi-aisle AS/RS; storage policies; discrete models; continuous models; travel time models. File-URL: http://www.inderscience.com/link.php?id=117658 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:40:y:2021:i:1:p:87-108 Template-Type: ReDIF-Article 1.0 Author-Name: Daniel E. Ufua Author-X-Name-First: Daniel E. Author-X-Name-Last: Ufua Author-Name: Ayodotun Stephen Ibidunni Author-X-Name-First: Ayodotun Stephen Author-X-Name-Last: Ibidunni Author-Name: Mosunmola Olufunmi Akinbode Author-X-Name-First: Mosunmola Olufunmi Author-X-Name-Last: Akinbode Author-Name: Chinyerem Grace Adeniji Author-X-Name-First: Chinyerem Grace Author-X-Name-Last: Adeniji Author-Name: Busola Elizabeth Kehinde Author-X-Name-First: Busola Elizabeth Author-X-Name-Last: Kehinde Title: Value stream mapping, a tool for optimum implementation of systemic lean intervention: a case study of a livestock commercial farm in Nigeria Abstract: The strive to achieve development and sustenance values have dominated operational practice in recent years. This research is focused on the implementation of value stream mapping in a systemic intervention. The research adopts a case study of a commercial livestock farm. It involves the joint participation of organisation members in a process of identification of challenging issues in the operational process of the case study organisation and the development of value adding solutions, towards the achievement of set objectives. Findings show that the productive engagement of the affected stakeholder guarantees commitment to the effective development and alignment of values in the operational process. Journal: Int. J. of Services and Operations Management Pages: 399-414 Issue: 3 Volume: 39 Year: 2021 Keywords: commercial farming; systemic lean intervention; stakeholder participation; value stream mapping; VSM. File-URL: http://www.inderscience.com/link.php?id=116123 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:39:y:2021:i:3:p:399-414 Template-Type: ReDIF-Article 1.0 Author-Name: K. Sivakumar Author-X-Name-First: K. Author-X-Name-Last: Sivakumar Author-Name: R. Jeyapaul Author-X-Name-First: R. Author-X-Name-Last: Jeyapaul Author-Name: K.E.K. Vimal Author-X-Name-First: K.E.K. Author-X-Name-Last: Vimal Author-Name: V. Raja Sreedharan Author-X-Name-First: V. Raja Author-X-Name-Last: Sreedharan Title: Analysing the sustainability of plastic part manufacturing supply chain using matrix-digraph-based approach Abstract: The purpose of this paper is to analyse the sustainability of plastic part supply chain and to select the suitable practices for improving sustainability. The knowledge for the experts from the case organisation has been utilised for the analysis. Using the expert's input and literature review, a 13 measure and five practices-based framework were developed. For the analysis, an integrated matrix-digraph approach has been adopted. With the interrelationship score and the inheritance score obtained from the experts, the sustainable manufacturing measures were modelled to assess the sustainable manufacturing practices using DEMATEL and graph theory approach. For the development of the digraph, DEMATEL method is used to establish the interrelationship among the measures. Using the inheritance score obtained from the experts, the practices have been ranked by graph theory approach. The proposed model and the framework will assist the researchers in understanding the role of sustainability in the plastic part supply chain effectively. Journal: Int. J. of Services and Operations Management Pages: 109-141 Issue: 1 Volume: 40 Year: 2021 Keywords: sustainable manufacturing; graph theory; DEMATEL; sustainable supply chain management; SSCM. File-URL: http://www.inderscience.com/link.php?id=117683 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:40:y:2021:i:1:p:109-141 Template-Type: ReDIF-Article 1.0 Author-Name: Cristiane Biazzin Author-X-Name-First: Cristiane Author-X-Name-Last: Biazzin Author-Name: Ely Laureano Paiva Author-X-Name-First: Ely Laureano Author-X-Name-Last: Paiva Author-Name: Julio Cesar Bastos De Figueiredo Author-X-Name-First: Julio Cesar Bastos De Author-X-Name-Last: Figueiredo Title: Operational capabilities dissemination for sustainable competitiveness: towards an integrated framework Abstract: This article aims to present an integrated framework, composed by micro and meso factors that impact the process of operational capabilities dissemination among an intraorganisational network (manufacturing or service provider). There are various perspectives to explain it, however, due to high number of factors and complexity of operational capabilities elements, previous studies seem to be incomplete to unfold the entire process of capability dissemination. This study comprises a multi-stage empirical analysis of manager's perceptions of the factors for building a cognitive causal model for operational capability dissemination within a network. The contribution of this study includes: 1) as a methodological tool, it can support future researchers during the difficult process of forming causal relations; 2) as a theoretical framework for operational capabilities dissemination to sustain and spread competitiveness among units; 3) can support managers to address actions for capability dissemination and overcome the challenges to keep sustainable competitiveness. Journal: Int. J. of Services and Operations Management Pages: 309-335 Issue: 3 Volume: 38 Year: 2021 Keywords: cognitive causal mapping; CCM; operational capabilities; organisational networks; capability dissemination. File-URL: http://www.inderscience.com/link.php?id=113593 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:38:y:2021:i:3:p:309-335 Template-Type: ReDIF-Article 1.0 Author-Name: Vishnu Raghunathan Author-X-Name-First: Vishnu Author-X-Name-Last: Raghunathan Author-Name: Rajesh Ranganathan Author-X-Name-First: Rajesh Author-X-Name-Last: Ranganathan Author-Name: Manivel Palanisamy Author-X-Name-First: Manivel Author-X-Name-Last: Palanisamy Title: An efficient supplier selection model for the pump industry through best-worst method Abstract: Global trend has turned out customers to seek for diverse range of application-based products conferring to their prerequisites. This paper emphasis the supplier selection process in the pump manufacturing industry by adopting zero inventory concept. Major factors such as cost of delivery, capacities, quality, price, stand-alone suppliers, reliability and suppliers profile etc. are the fundamental parameters in the supplier selection process which tends to have a major influence on product delivery and complete satisfaction of the customer. Multi-criteria decision-making (MCDM) technique and best-worst method (BWM) are utilised to avoid ambiguity in supplier selection and improve the on-time receipt (OTR). A novel methodology was developed to analyses supplier selection process and the developed methodology has been validated through a case study. Journal: Int. J. of Services and Operations Management Pages: 360-378 Issue: 3 Volume: 38 Year: 2021 Keywords: pump industry; supplier selection; MCDM techniques; best-worst method; BWM. File-URL: http://www.inderscience.com/link.php?id=113601 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:38:y:2021:i:3:p:360-378 Template-Type: ReDIF-Article 1.0 Author-Name: Meghdad Haji Mohammad Ali Jahromi Author-X-Name-First: Meghdad Haji Mohammad Ali Author-X-Name-Last: Jahromi Title: A novel multi-objective mathematical model for designing a strategy map with goal programming approach Abstract: The advantage of the balances scorecard (BSC) is that it considers financial and non-financial aspects simultaneously so that each of them has corresponding indicators and each indicator supported with one or more initiative(s). Selecting identified objectives in light of the importance by considering organisational constraints (i.e., resources) are important, as well as determining cause and effect relationships between them in different aspects. The purpose of this paper is to select strategic objectives from identified potential strategic objectives and selecting the important relationships between them. This paper presents a goal programming approach to model building strategy map. This model contains three goals, these goals related to relative importance of strategic objectives (G<SUB align=right><SMALL>1</SMALL></SUB>), number of casual relationships (G<SUB align=right><SMALL>2</SMALL></SUB>) and relative importance of relationships (G<SUB align=right><SMALL>3</SMALL></SUB>). Finally, by solving a problem as a real case of a business company with different targets and different weight for objectives, the performance of the developed model has been examined. Results represent the model's efficiency in presenting a suitable strategy map according to the decision makers' want and organisational constraints. Journal: Int. J. of Services and Operations Management Pages: 379-394 Issue: 3 Volume: 38 Year: 2021 Keywords: balanced scorecard; BSC; strategy map; goal programming. File-URL: http://www.inderscience.com/link.php?id=113602 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:38:y:2021:i:3:p:379-394 Template-Type: ReDIF-Article 1.0 Author-Name: Pejman Ahmadi Author-X-Name-First: Pejman Author-X-Name-Last: Ahmadi Author-Name: Seyed Hamid Reza Pasandideh Author-X-Name-First: Seyed Hamid Reza Author-X-Name-Last: Pasandideh Author-Name: Leopoldo Eduardo Cárdenas-Barrón Author-X-Name-First: Leopoldo Eduardo Author-X-Name-Last: Cárdenas-Barrón Author-Name: Seyed Taghi Akhavan Niaki Author-X-Name-First: Seyed Taghi Akhavan Author-X-Name-Last: Niaki Title: Bi-objective optimisation of the joint replenishment problem in a two-echelon supply chain Abstract: In this research, a bi-objective optimisation model for the joint replenishment problem (JRP) of a supply chain comprised of a single supplier and multiple retailers is developed, in which the retailers are assumed to be members of a unique distribution company. The mathematical model minimises the supplier's as well as the retailers' cost subject to some constraints. The constraints are the required storage spaces for any retailer, for any product, and for all the products. The benefit of using the JRP policy is shown based on minimising total cost of supplier and retailers. Since the developed model of the problem is NP-hard, the multi-objective meta-heuristic optimisation algorithm of non-dominated sorting genetic algorithm-II (NSGA-II) is proposed to solve the problem. Besides, since no benchmark is available in the literature to verify and validate the results obtained, a non-dominated ranking genetic algorithm (NRGA) is suggested to solve the problem as well. For further validation, the Pareto fronts are compared to lower and upper bounds obtained using a genetic algorithm employed to solve two single-objective problems separately. Journal: Int. J. of Services and Operations Management Pages: 336-359 Issue: 3 Volume: 38 Year: 2021 Keywords: supply chain management; joint replenishment problem; JRP; non-dominated sorting genetic algorithm-II; NSGA-II; non-dominated ranking genetic algorithm; NRGA. File-URL: http://www.inderscience.com/link.php?id=113603 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:38:y:2021:i:3:p:336-359 Template-Type: ReDIF-Article 1.0 Author-Name: Azeen Shahna Khan Author-X-Name-First: Azeen Shahna Author-X-Name-Last: Khan Author-Name: Sunith Hebbar Author-X-Name-First: Sunith Author-X-Name-Last: Hebbar Title: System dynamics modelling for the chemical supply chain - a case study Abstract: The chemical supply chain constitutes all the activities from sourcing of raw materials to the delivery of goods to customers within, or across national boundaries. The study was conducted in ABC Ltd. company which manufactures chemicals like methanol and benzene. The firm was concerned about significant risks in SC like uncertain demands and orders. Thus, a system dynamics model was developed and simulated for the SC under changing demand levels, raw material shipment time, and cycle time. The results revealed that the increase in shipment time did not affect the sales, but, the RM inventory increased. Thus, it was advised to change the ordering pattern which minimises RM inventory. The results also revealed the existence of the bullwhip effect and identified an ideal cycle time which stabilises the system. An optimum requirement of transportation resources, labour and trucks, were determined. Furthermore, appropriate suggestions were made which may help in improving the SC performance. Journal: Int. J. of Services and Operations Management Pages: 441-465 Issue: 3 Volume: 38 Year: 2021 Keywords: chemical supply chain; CSC; system dynamics; supply chain risk; demand uncertainty; backlog level; cycle time; bullwhip effect. File-URL: http://www.inderscience.com/link.php?id=113604 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:38:y:2021:i:3:p:441-465 Template-Type: ReDIF-Article 1.0 Author-Name: P. Raghuram Author-X-Name-First: P. Author-X-Name-Last: Raghuram Author-Name: P.G. Saleeshya Author-X-Name-First: P.G. Author-X-Name-Last: Saleeshya Title: Responsiveness model of the textile supply chain - a structural equation modelling-based investigation Abstract: Responsiveness of the supply chain is a crucial factor in improving the capacity to earn greater profits for individual companies and the supply chain as a whole. The ability to meet customer demands promptly and improving the frequency of financial turnover are the direct consequence of responsiveness of their supply chains. This paper aims to examine the effect of the combination of material flow, information flow, lead time and overall capability on the responsiveness of a textile supply chain. With an online-cum-direct survey of 246 textile industries in South India, followed by exploratory factor analysis, we develop a model of supply chain responsiveness. Then, the developed model is validated through structural equation modelling (SEM) using model fit metrics. A comprehensive model considering the entire supply chain may lead to an improved responsiveness, greater financial turnover and allows suitable measures across the supply chain to become more responsive to the customer. Journal: Int. J. of Services and Operations Management Pages: 419-440 Issue: 3 Volume: 38 Year: 2021 Keywords: supply chain responsiveness; textile industry; exploratory factor analysis; structural equation modelling; SEM. File-URL: http://www.inderscience.com/link.php?id=113605 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:38:y:2021:i:3:p:419-440 Template-Type: ReDIF-Article 1.0 Author-Name: Chieh Lee Author-X-Name-First: Chieh Author-X-Name-Last: Lee Author-Name: Xun Xu Author-X-Name-First: Xun Author-X-Name-Last: Xu Author-Name: Ming-Feng Yang Author-X-Name-First: Ming-Feng Author-X-Name-Last: Yang Author-Name: Yaning Yang Author-X-Name-First: Yaning Author-X-Name-Last: Yang Title: A two-step dynamic scheduling and assignment method for tooling original design manufacturers Abstract: Tooling original design manufacturers have to meet highly customised product design requirements and provide a reliable delivery time for their buyers. For such mass customised tooling, high uncertainties and complexity are inevitable in the manufacturing process, especially in the labour-intensive final assembly department. We propose a two-step dynamic method that helps the tooling manufacturer in scheduling and assigning jobs at its assembling department. First, the algorithm creates a queue for incoming orders based on the bottleneck sector with a modified critical ratio (mCR). Second, the orders are assigned to assembling teams by the Hungarian method based on the availability and competitive advantage of each team. This method allows managers to update each operations team on-site, reduce the statistical dependency, and avoid work-in-process inventory build-up in the production system. In a numerical study, we illustrate the effectiveness and cost reduction potential of our method. Journal: Int. J. of Services and Operations Management Pages: 395-418 Issue: 3 Volume: 38 Year: 2021 Keywords: scheduling; dynamic assignment; Hungarian method; tooling industry; open job shop. File-URL: http://www.inderscience.com/link.php?id=113606 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:38:y:2021:i:3:p:395-418 Template-Type: ReDIF-Article 1.0 Author-Name: Pratima N. Dabholkar Author-X-Name-First: Pratima N. Author-X-Name-Last: Dabholkar Author-Name: Hema Date Author-X-Name-First: Hema Author-X-Name-Last: Date Title: The impact of institute size on the relationship between technological, organisational factors and ERP usage: a moderation analysis of Indian higher educational institutes Abstract: The purpose of the study is to test the moderating effect of size of the institute on ERP usage in Indian higher educational institutes. Technological factors and organisational factors have direct influence on ERP usage. Multiple group modelling was used to determine whether or not the grouping variable, institute's size, has any influence on the structural equation model for the observed variables. There is a void in literature to see the moderating effect of size of the higher educational institutes on ERP success. The key finding of the study proved that size of the higher educational institutes moderates the relationship between technological factors, organisational factors and ERP usage which creates value for the institute. The model can be used as a guideline to ensure a positive outcome from ERP implementation in higher educational institutes. It also provides relevant recommendations to address issues related to ERP success in higher educational institutes. Journal: Int. J. of Services and Operations Management Pages: 217-252 Issue: 2 Volume: 40 Year: 2021 Keywords: enterprise resource planning; ERP; technological factors; organisational factors; multiple group models; higher educational institute's size. File-URL: http://www.inderscience.com/link.php?id=118241 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:40:y:2021:i:2:p:217-252 Template-Type: ReDIF-Article 1.0 Author-Name: Mira Thoumy Author-X-Name-First: Mira Author-X-Name-Last: Thoumy Author-Name: Ghassan Beyrouthy Author-X-Name-First: Ghassan Author-X-Name-Last: Beyrouthy Author-Name: Chantal Souaid Author-X-Name-First: Chantal Author-X-Name-Last: Souaid Title: Project success in international development projects: the case of Lebanon Abstract: The purpose of this study was to explore the success of the Lebanese educational international development projects and find the relationship between contextual, EIDPs and project management critical success factors and project success as perceived by project teams working in Lebanon. We found that the creation and adoption of a proper execution plan as well as the favourable political, economic, social and cultural conditions and the existence of an adequate organisational infrastructure explained 70.8% of project success. The contextual factors alone explained 60.7% of the success whereas the variables peculiar to EIDP explained 60.6% of it. Journal: Int. J. of Services and Operations Management Pages: 143-169 Issue: 2 Volume: 40 Year: 2021 Keywords: project success; critical success factors; international development projects; IDPs; educational projects; Lebanon. File-URL: http://www.inderscience.com/link.php?id=118242 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:40:y:2021:i:2:p:143-169 Template-Type: ReDIF-Article 1.0 Author-Name: Zaheer Abbas Author-X-Name-First: Zaheer Author-X-Name-Last: Abbas Author-Name: Abd Rahman Bin Ahmad Author-X-Name-First: Abd Rahman Bin Author-X-Name-Last: Ahmad Author-Name: Muhammad Saeed Shahbaz Author-X-Name-First: Muhammad Saeed Author-X-Name-Last: Shahbaz Author-Name: Muhammad Mujtaba Asad Author-X-Name-First: Muhammad Mujtaba Author-X-Name-Last: Asad Title: Relationship between government and public sector universities in the perspective of agency theory: a brief review Abstract: The aim of this study is to analyse the relationship between government and public sector universities in the perspective of agency theory and propose a theoretical framework that will highlight the various aspects of the principle and agents. In this perspective government plays a main role as principal while public sector universities are as agent and this relationship is known as agency theory. This relationship normally has two major issues such as goal conflicts and information asymmetries. Correspondingly, in this review paper, systematic approach and content analysis approach have been adopted. The reviewed literature revealed that the government provides performance based grants to the public sector universities so government have pursued some expectations from public sector universities like accountability and transparency of the funds. Similarly, it has been highlighted that to verify the relationship between government and public sector universities in the context of agency theory because there is a sheer need to conduct empirical research studies. Journal: Int. J. of Services and Operations Management Pages: 188-202 Issue: 2 Volume: 40 Year: 2021 Keywords: agency theory; goal conflicts; information asymmetries; public universities; performance-based grant; PBG. File-URL: http://www.inderscience.com/link.php?id=118243 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:40:y:2021:i:2:p:188-202 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: Exploring the link between inventory and working capital through variability reduction across a food-based CPG supply chain - an empirical case study Abstract: The global uncertainties regarding the timing and type of economic recovery have made firms relentlessly focus on managing their working capital in a prudent manner. It is widely acknowledged that effective supply chain management practices can reduce operating costs and logistics expenses, significantly affecting a company's working capital. In this case-study, based on data from a real-world company that manufactures and distributes packaged food, we explore examining the variability across the supply chain (supplier-manufacturing-distribution). We specifically focus on mapping end-to-end supply chain variabilities and analyse ways to manage demand variability and forecast accuracy, operational variabilities in plant and the role of managing changeovers and centralisation vs. decentralisation of safety stock to manage distribution variabilities. Our study clearly pointed to forecast accuracy and arrival variability at production to be the two major performance-altering variables. Improving forecast accuracy was contingent on sharing and integrating information on promotions with production planning. Other variability inducing variables included changeovers and distribution safety stocks. Managing these further improves the working capital. Journal: Int. J. of Services and Operations Management Pages: 170-187 Issue: 2 Volume: 40 Year: 2021 Keywords: variability reduction; forecast accuracy; changeovers; centralisation. File-URL: http://www.inderscience.com/link.php?id=118244 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:40:y:2021:i:2:p:170-187 Template-Type: ReDIF-Article 1.0 Author-Name: Osama A. Abdelkader Author-X-Name-First: Osama A. Author-X-Name-Last: Abdelkader Author-Name: Sherif Attallah Author-X-Name-First: Sherif Author-X-Name-Last: Attallah Title: 'Attitudinal and behavioural' loyalty toward green buildings among generations from baby boomers to Z Abstract: Multidisciplinary research is a practical approach to address one of the most important global challenges, that is shortage of resources. There is a research gap in the area of sustainability, where engineering studies are concerned with physical aspects, while marketing studies explore aspects of human behaviour with/against environmental friendliness, separately. Furthermore, scholars should pay more attention to the differences among human generations. Therefore, this paper presents a comparison between the extent of behavioural and attitudinal loyalty among generations toward green buildings especially residential buildings, which represents the highest energy consumption in the world. The current study is questionnaire-based, and it was tested through a group of validity and reliability tests. SPSS V21 was used to analyse the collected data from 1,589 participants. The study presents a set of findings and recommendations that contribute to better understanding of human behaviour in the context of rationalisation of natural resources. Finally, a group of future researches were suggested to study more comparisons depending on cross-cultural, cross-national and gender differences across a wider range of interdisciplinary studies. Journal: Int. J. of Services and Operations Management Pages: 203-216 Issue: 2 Volume: 40 Year: 2021 Keywords: energy; generation; sustainability; attitudinal loyalty; behavioural loyalty; green buildings. File-URL: http://www.inderscience.com/link.php?id=118246 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:40:y:2021:i:2:p:203-216 Template-Type: ReDIF-Article 1.0 Author-Name: Ibrahim Oluwole Raji Author-X-Name-First: Ibrahim Oluwole Author-X-Name-Last: Raji Author-Name: Tommaso Rossi Author-X-Name-First: Tommaso Author-X-Name-Last: Rossi Author-Name: Fernanda Strozzi Author-X-Name-First: Fernanda Author-X-Name-Last: Strozzi Title: A dynamic literature review on 'lean and agile' supply chain integration using bibliometric tools Abstract: As competition continues swinging from individual 'company level' to 'supply chain (SC) level' courtesy of diverse and erratic customer behaviour in this globalisation era, survival of such SC is hinged on careful adoption of strategies aligned with organisational goals. Lean and agile are critical strategies because the former ensures efficient use of resources while the latter involves matching supply with demand in turbulent/unpredictable markets. Careful adoption of both strategies will lead to SC performance improvement. This paper aims at advancing their understanding by conducting an intensive scientific literature review to unravel the state of art of lean-agile SC by examining the procedure of knowledge conceiving, transmission, and development from a dynamic viewpoint. To achieve this, a dynamic cum quantitative review technique named 'systematic literature network analysis (SLNA)' is applied. The investigation enabled unravelling research directions/emerging themes in the lean-agile field thereby supporting researchers/newcomers to target specific themes to explore. Journal: Int. J. of Services and Operations Management Pages: 253-285 Issue: 2 Volume: 40 Year: 2021 Keywords: lean; agile; leagile; supply chain; literature review; systematic literature network analysis; SLNA. File-URL: http://www.inderscience.com/link.php?id=118248 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:40:y:2021:i:2:p:253-285 Template-Type: ReDIF-Article 1.0 Author-Name: Olavo Alves Diogo Author-X-Name-First: Olavo Alves Author-X-Name-Last: Diogo Author-Name: Eduardo Raupp De Vargas Author-X-Name-First: Eduardo Raupp De Author-X-Name-Last: Vargas Author-Name: Peter F. Wanke Author-X-Name-First: Peter F. Author-X-Name-Last: Wanke Author-Name: Henrique Correa Author-X-Name-First: Henrique Author-X-Name-Last: Correa Title: The home care districting problem: an application to family clinics Abstract: There are five major issues associated with the provision of home healthcare services: facility location, districting, assignment, scheduling, and routing problems. This article investigates methods to solve home healthcare districting problems in order to improve the management of family clinic operations. Family clinic is a community healthcare centre which comprises a network of clinics staffed by a group of general practitioners and nurses providing primary healthcare services in a certain area of Brazil. The most relevant authors on this subject and the techniques most utilised to solve the districting issue are identified through a social network analysis of the authors. Finally, one of these techniques is applied to analyse its suitability for the (real) case in question, and paths are suggested to resolve territory alignment problems in the implementation of family health strategies. Journal: Int. J. of Services and Operations Management Pages: 1-25 Issue: 1 Volume: 39 Year: 2021 Keywords: metaheuristics; districting; healthcare; territory alignment; family clinics; algorithm. File-URL: http://www.inderscience.com/link.php?id=115184 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:39:y:2021:i:1:p:1-25 Template-Type: ReDIF-Article 1.0 Author-Name: Luís E. Carretero Díaz Author-X-Name-First: Luís E. Carretero Author-X-Name-Last: Díaz Author-Name: Alba Araujo Abreu Author-X-Name-First: Alba Araujo Author-X-Name-Last: Abreu Author-Name: Pablo García Estevez Author-X-Name-First: Pablo García Author-X-Name-Last: Estevez Author-Name: Silvio R.I. Pires Author-X-Name-First: Silvio R.I. Author-X-Name-Last: Pires Title: An empirical study on supply chain management practices within the hotel segment in Spain using an artificial intelligence technique Abstract: This article addresses the supply chain management (SCM) of hotels in Spain investigating whether there is a relationship between their SCM practices and their economic and non-economic results. A grouping technique, from the context of artificial intelligence (AI) known as self-organising neural networks was used and the analysis comprised hotel companies operating in Spain classified as four-star. This category includes the largest number of companies who use SCM practices. 146 hotels were investigated and five adjacent groups (clusters) were identified in relation to using SCM practices. Results show mainly that a broader approach when applying SCM practices in supply chains leads to better results. Journal: Int. J. of Services and Operations Management Pages: 62-80 Issue: 1 Volume: 39 Year: 2021 Keywords: service operations; service operations performance; supply chain management practices; self-organising neural network technique; hotel; Spain; artificial intelligence. File-URL: http://www.inderscience.com/link.php?id=115185 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:39:y:2021:i:1:p:62-80 Template-Type: ReDIF-Article 1.0 Author-Name: Saurabh Srivastava Author-X-Name-First: Saurabh Author-X-Name-Last: Srivastava Author-Name: Rakesh Kumar Bajaj Author-X-Name-First: Rakesh Kumar Author-X-Name-Last: Bajaj Title: Optimal inventory management system for deteriorating items with linear demand, shortages and partial backlogging in a triangular fuzzy setup Abstract: In the present communication, we have proposed an optimal inventory management system for deteriorating items with linear demand, shortages, variable rate of deterioration and partial backlogging in the fuzzy environment. In real life situations, we certainly face the uncertainty component associated with the different parameters such as demand, raw materials supply, various other inventory costs, rate of deterioration, etc. Uncertainty theory in fuzzy terms has been found to be a useful methodology to describe the inherent subjective indeterminacy. The objective of the present work is to optimise the total average cost function by taking triangular fuzzy numbers into account. The defuzzification methods viz. graded mean, signed distance and centroid have been applied to obtain the results of the proposed model. For a detailed illustration of the proposed model, an example of inventory model has been considered and solved in view of the parameters involved. Further, the sensitivity analysis with respect to the various influencing parameters have been presented with the help of some graphical representations. The paper is finally concluded with a scope for the possible future work. Journal: Int. J. of Services and Operations Management Pages: 98-120 Issue: 1 Volume: 39 Year: 2021 Keywords: inventory; deteriorating items; shortages; partial backlogging; triangular fuzzy numbers; TFN; defuzzification. File-URL: http://www.inderscience.com/link.php?id=115187 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:39:y:2021:i:1:p:98-120 Template-Type: ReDIF-Article 1.0 Author-Name: João Reis Author-X-Name-First: João Author-X-Name-Last: Reis Author-Name: Nuno Melão Author-X-Name-First: Nuno Author-X-Name-Last: Melão Title: The path to digital transformation: overcoming prejudice in the digital era with service operations Abstract: Innovation in service science and the adoption of new information and communication technologies are transforming the business landscape. While senior customers are facing ever-greater challenges to adapt to new technologies, non-aligned customers may be taking defensive stances towards the adoption of new technologies. These sceptical positions may eventually weaken the firms' strategies towards the path to digital transformation. This paper uses a qualitative case study research to analyse a Portuguese network of firms who gathered around a common technology to deliver services to their customers. Although this business network appears to be gathering nation-wide enthusiasts and seem to be a success in delivering heterogeneous services through new technologies, some customers appear to contest. The results indicate that while senior customers are trying to adapt to new technologies or at least adopting an optimistic stance by showing some kind of curiosity, a niche of sideliner customers are not overcoming preconceived misconceptions, preventing them from taking a closer contact to new markets and services. By investing on the integration of sceptical customers and service operations standardisation, firms may avoid negative word-of-mouth, find new sources of revenue and expand their business, thereby increasing their competitiveness over their rivals. Journal: Int. J. of Services and Operations Management Pages: 81-97 Issue: 1 Volume: 39 Year: 2021 Keywords: digital transformation; prejudice; digital era; service operations. File-URL: http://www.inderscience.com/link.php?id=115188 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:39:y:2021:i:1:p:81-97 Template-Type: ReDIF-Article 1.0 Author-Name: Robin Von Haartman Author-X-Name-First: Robin Von Author-X-Name-Last: Haartman Author-Name: Lars Bengtsson Author-X-Name-First: Lars Author-X-Name-Last: Bengtsson Author-Name: Camilla Niss Author-X-Name-First: Camilla Author-X-Name-Last: Niss Title: Lean practices and the adoption of digital technologies in production Abstract: The use of Lean principles has long enabled the improvement of efficiency and competitiveness in manufacturing firms, but during the last decade, advanced digital and automated solutions have been more in the spotlight. It has been suggested by some authors that Lean and digitalisation are mutually exclusive, although most authors now agree that the two are indeed compatible. It thus seems that the most urgent question is not whether Lean and digital technologies <i>can</i> be combined, but rather <i>how</i>. This paper uses a large-scale survey of manufacturing units in Europe to explore the relationship between three types of Lean production practices and the use of digital technologies in production. The analysis shows that three types of Lean practices - Lean flow, Lean work organisation and Lean human resource management - are strongly associated with firms' adoption of digital technologies in production by manufacturing firms. Based on the results it is suggested that, as a theoretical explanation, a firm's experience of Lean may act as an absorptive capacity when adopting digital technologies. A number of practical explanations are also provided, e.g., that systematic improvement efforts are also beneficial when implementing digital technologies. Journal: Int. J. of Services and Operations Management Pages: 286-304 Issue: 2 Volume: 40 Year: 2021 Keywords: digitalisation; Lean practices; manufacturing strategy; absorptive capacity; Industry 4.0. File-URL: http://www.inderscience.com/link.php?id=118260 File-Format: text/html File-Restriction: Open Access Handle: RePEc:ids:ijsoma:v:40:y:2021:i:2:p:286-304 Template-Type: ReDIF-Article 1.0 Author-Name: Sami Abdullah Kadhim Author-X-Name-First: Sami Abdullah Author-X-Name-Last: Kadhim Author-Name: Md Fauzi Bin Ahmad Author-X-Name-First: Md Fauzi Bin Author-X-Name-Last: Ahmad Title: The role of TQM in education: an empirical investigation of preparatory schools of Iraq Abstract: Total quality management (TQM) plays a vital role to ensure the success in educational institutions. Modern techniques should be applied in the preparatory schools of Iraq in order to follow the rapid global pace. However, many previous studies have examined the impact of TQM on education (Edu.) but studies on Iraqi preparatory schools are limited. TQM has various approaches and this study focuses on cultural change, continuous improvement, and customer satisfaction. This is an empirical study; a questionnaire was adopted and distributed among Iraqi schools. Data were collected and analysed through structural equation modelling through smart PLS. It has been found that TQM has positive effects on educational performance. All three dimensions of TQM (change culture, continuous improvement and customer satisfaction) have a positive and significant relationship with educational performance. Lastly, leadership excellence is contributing more than knowledge excellence in educational performance. This study will help the management of the school with regards to strategic decision-making. Journal: Int. J. of Services and Operations Management Pages: 26-36 Issue: 1 Volume: 39 Year: 2021 Keywords: total quality management; TQM; educational institutions; empirical study. File-URL: http://www.inderscience.com/link.php?id=115189 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:39:y:2021:i:1:p:26-36 Template-Type: ReDIF-Article 1.0 Author-Name: Najla Alemsan Author-X-Name-First: Najla Author-X-Name-Last: Alemsan Author-Name: Guilherme Luz Tortorella Author-X-Name-First: Guilherme Luz Author-X-Name-Last: Tortorella Author-Name: Alejandro Francisco Mac Cawley Vergara Author-X-Name-First: Alejandro Francisco Mac Cawley Author-X-Name-Last: Vergara Author-Name: Rapinder Sawhney Author-X-Name-First: Rapinder Author-X-Name-Last: Sawhney Title: A review on methods for materials planning and control in healthcare organisations Abstract: This study aims at identifying the existing methods for materials planning and control applied in healthcare organisations. An extensive literature review was performed in the main databased based upon two research axes: 1) materials planning and control; 2) health services. Besides the content and bibliometric analysis, literature evidence was analysed from the perspective of two theoretical lenses: types of flow of value and complexity levels of hospital departments. Results from this review allowed the indication of two main research directions: 1) integration among methods for materials planning and control; 2) financial assessment of the implementation of materials planning and control methods in hospitals. The healthcare sector is highly important due to the criticality of it is quality, safety concerning patient care and the high cost involved in its operations. Furthermore, resources are usually limited, complicating its management. Journal: Int. J. of Services and Operations Management Pages: 324-345 Issue: 3 Volume: 40 Year: 2021 Keywords: healthcare; materials planning and control; literature review. File-URL: http://www.inderscience.com/link.php?id=119799 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:40:y:2021:i:3:p:324-345 Template-Type: ReDIF-Article 1.0 Author-Name: Sasmita Mohapatra Author-X-Name-First: Sasmita Author-X-Name-Last: Mohapatra Author-Name: Ajay Kumar Behera Author-X-Name-First: Ajay Kumar Author-X-Name-Last: Behera Author-Name: Rabindra Narayan Mahapatra Author-X-Name-First: Rabindra Narayan Author-X-Name-Last: Mahapatra Author-Name: Harish Chandra Das Author-X-Name-First: Harish Chandra Author-X-Name-Last: Das Author-Name: Malay Kumar Pradhan Author-X-Name-First: Malay Kumar Author-X-Name-Last: Pradhan Title: A deterministic inventory model of aluminium refreshment cans in reverse supply chain Abstract: The purpose of this paper is to present an original model for the production-recycling-reuse of aluminium refreshment cans. It is assumed that 250 ml aluminium cans are collected from the market. The cans are then sorted into non-tainted and tainted categories. The non-tainted aluminium cans are either reproduced or utilised as re-machining blended with primary (virgin) aluminium metal for creation of new cans to fulfil demand. The tainted cans are either sent to vendor utilising poor quality aluminium or discarded in a scrap yard. Numerical studies are used to illustrate the behaviour of the model, with an emphasis on exploring the reduction of total inventory cost of system and the amount of cans going into a scrap yard. Numerical analysis conducted on the model found that the amount of cans collected had the largest influence on the outcome of the total system unit time cost. Journal: Int. J. of Services and Operations Management Pages: 151-180 Issue: 2 Volume: 39 Year: 2021 Keywords: aluminium; cans; reverse supply chain; total inventory cost; TIC; scrapyard. File-URL: http://www.inderscience.com/link.php?id=115448 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:39:y:2021:i:2:p:151-180 Template-Type: ReDIF-Article 1.0 Author-Name: Arash Shahin Author-X-Name-First: Arash Author-X-Name-Last: Shahin Author-Name: Nahid Aminsabouri Author-X-Name-First: Nahid Author-X-Name-Last: Aminsabouri Author-Name: Kamran Kianfar Author-X-Name-First: Kamran Author-X-Name-Last: Kianfar Title: Selecting maintenance strategy and policy based on key performance indicators using TOPSIS technique - with a case study in the steel industry Abstract: The aim of the study is to find how a framework could be developed for selecting the relevant strategy and policy of maintenance by TOPSIS and weighted mean approaches. For this purpose, first maintenance criteria and KPIs have been weighted; and then, maintenance strategy and policy have been selected. Esfahan Steel Company (ESCO) has been selected as the case study where in, the proposed approach has been examined. Statistical population included maintenance experts and managers of the company. TOPSIS and weighted mean approaches have been used for analysis. Findings imply that the strategy of preventive maintenance and policy of proactive maintenance have been selected and suggested to ESCO for decision making with the weights of 144.86 and 162.84, respectively. Journal: Int. J. of Services and Operations Management Pages: 305-323 Issue: 3 Volume: 40 Year: 2021 Keywords: maintenance strategy; maintenance policy; TOPSIS; key performance indicator; Esfahan Steel Company; ESCO. File-URL: http://www.inderscience.com/link.php?id=119800 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:40:y:2021:i:3:p:305-323 Template-Type: ReDIF-Article 1.0 Author-Name: Tiina Puolakka Author-X-Name-First: Tiina Author-X-Name-Last: Puolakka Author-Name: Petra Pekkanen Author-X-Name-First: Petra Author-X-Name-Last: Pekkanen Author-Name: Timo Pirttilä Author-X-Name-First: Timo Author-X-Name-Last: Pirttilä Title: Managing operations in professional service organisations - identifying roles and tasks of professionals and managers in courts Abstract: In professional services there exists a duality in controlling the workflow between professionals and managers who both have partly different perspectives and preferences. The purpose of this paper is to empirically explore what are the roles and tasks of professionals and managers in workflow control and how these two actors interact. The study is executed as a single case study applying grounded theory as a research method. The case organisation is the Insurance Court of Finland, which presents a distinct setting for studying workflow control due to its highly individual-centred nature, which yet has also features of mass services. The findings describe the way workflow control happens in interaction between managers and self-managing professionals. Professionals have great autonomy in workflow control, but it is limited to concern only their own case-handling silos. Managers have several roles in workflow control, which are related in different ways to professionals' self-management. Journal: Int. J. of Services and Operations Management Pages: 37-61 Issue: 1 Volume: 39 Year: 2021 Keywords: service operations management; professional services; professional service organisations; professional service operations management; PSOM; court of justice; workflow control. File-URL: http://www.inderscience.com/link.php?id=115193 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:39:y:2021:i:1:p:37-61 Template-Type: ReDIF-Article 1.0 Author-Name: Saeedeh Ketabi Author-X-Name-First: Saeedeh Author-X-Name-Last: Ketabi Author-Name: Mahsa Ghandehari Author-X-Name-First: Mahsa Author-X-Name-Last: Ghandehari Author-Name: Mehdi Poormostafa Khoshkrodi Author-X-Name-First: Mehdi Poormostafa Author-X-Name-Last: Khoshkrodi Title: Facility layout problem by integration of AHP and computer simulation with DEA Abstract: The facility layout problem (FLP) is concerned with finding the optimal facility arrangement in the existing layout. A layout generation and its evaluation are often challenging and time consuming due to their inherent multiple objectives in nature and their data collection process. This paper aims to propose an integrated approach of fuzzy analytic hierarchy process (AHP), computer simulation and data envelopment analysis (DEA) for facility layout design improvement and optimisation. Computer simulation is used to determine quantitative measures. AHP is used to determine first, the weight of qualitative measures for layout alternatives and second, their qualitative measures. DEA is performed by employing total cost and wait time as the input variables, accessibility and flexibility as the output variables to evaluate different layouts. Then, the alternative layouts are ranked by solving the super-efficiency DEA model for the layouts. The results imply that the proposed methodology is more reliable compared to the existing approaches. Journal: Int. J. of Services and Operations Management Pages: 262-282 Issue: 2 Volume: 39 Year: 2021 Keywords: the facility layout problem; FLP; analytic hierarchy process; AHP; computer simulation; data envelopment analysis; DEA. File-URL: http://www.inderscience.com/link.php?id=115449 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:39:y:2021:i:2:p:262-282 Template-Type: ReDIF-Article 1.0 Author-Name: Mohammed Iqbal Al-Ajlouni Author-X-Name-First: Mohammed Iqbal Author-X-Name-Last: Al-Ajlouni Author-Name: Nawaf Alghusin Author-X-Name-First: Nawaf Author-X-Name-Last: Alghusin Title: Antecedents of investor sentiment in Jordan market: exploratory study via the structural equation modelling approach Abstract: The concept of investor sentiment deals with the psychological attitudes the investor has toward the security of the fiscal market or a related certain situation; accordingly, different antecedents and determinants make-off that attitudes. The current paper explores antecedents for investor sentiment (IS) in Amman Stock Exchange (ASE) using investor sentiment index (ISI) utilising SEM approach. Data was collected through surveying 401 current and potential investors in ASE through no probability purposive sampling using a self-administrated questionnaire. SEM using AMOS was employed and the result reported that the suggested ISI sufficiently predicted IS in Jordan setting as explained 62% of the achieved variance; moreover, IC was identified as the strongest antecedent along with PC, whereas SC and MC were identified as negative antecedents, and accordingly, the implication was discussed. Journal: Int. J. of Services and Operations Management Pages: 407-425 Issue: 3 Volume: 40 Year: 2021 Keywords: sentiment; antecedents; investor; market; exploratory; structural equation modelling; SEM; Jordan. File-URL: http://www.inderscience.com/link.php?id=119801 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:40:y:2021:i:3:p:407-425 Template-Type: ReDIF-Article 1.0 Author-Name: Anand Jaiswal Author-X-Name-First: Anand Author-X-Name-Last: Jaiswal Author-Name: Cherian Samuel Author-X-Name-First: Cherian Author-X-Name-Last: Samuel Author-Name: G. Abhishek Ganesh Author-X-Name-First: G. Abhishek Author-X-Name-Last: Ganesh Title: A mathematical model for pollution and cost optimised logistics based on environmental vehicle standards for SMEs Abstract: Small and medium enterprises (SMEs) operate in complex supply and logistics systems. Most of the optimisation issues in such logistics arrangements are focused on minimising cost and time. But with rising environmental concerns, sustainable and green solutions have become important criteria along with other optimisation issues. This paper aimed to provide a solution for greening the supply chain by minimising the vehicular pollutant emission through prioritising the use of better environmental standard vehicles. The paper proposed a pollution optimisation model to reduce the pollutant emission and a cost optimisation model to minimise the transportation cost in the logistics of SMEs. The work also compared minimised cost logistics and cost of the minimised pollution logistics for analysing the difference of cost in greening the supply chain. Solution methodology used Timsort-based algorithm implemented by C++ to solve the model, and the problem is analysed over a test case for model estimation. Journal: Int. J. of Services and Operations Management Pages: 181-211 Issue: 2 Volume: 39 Year: 2021 Keywords: logistics; supply chain management; transport cost; pollution; environment; optimisation; small and medium enterprise; SME; green supply chain; vehicular pollutants. File-URL: http://www.inderscience.com/link.php?id=115450 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:39:y:2021:i:2:p:181-211 Template-Type: ReDIF-Article 1.0 Author-Name: Peter Madzík Author-X-Name-First: Peter Author-X-Name-Last: Madzík Author-Name: Karol Čarnogurský Author-X-Name-First: Karol Author-X-Name-Last: Čarnogurský Author-Name: Miroslav Hrnčiar Author-X-Name-First: Miroslav Author-X-Name-Last: Hrnčiar Author-Name: Dominik Zimon Author-X-Name-First: Dominik Author-X-Name-Last: Zimon Title: Comparison of demographic, geographic, psychographic and behavioural approach to customer segmentation Abstract: A combination of four types of segmentation criteria - demographic, geographic, psychographic, and behavioural - is often used for customer segmentation. However, less attention is being paid to how these particular criteria influence the segments structure. The study aims to investigate the influence of criteria types on customer segments, investigate differences between segments and investigate the influence of segmentation criteria in case of combination. Two-step cluster analysis revealed that: a) from the demographic criteria education has the biggest influence on cluster structure; b) using only geographic criteria leads to low quality clusters; c) the influence of psychographic criteria gradually diminishes; and d) from the behavioural criteria frequency and monetary show the biggest influence. In combination, behavioural and psychographic criteria showed the biggest influence on the segments. Journal: Int. J. of Services and Operations Management Pages: 346-371 Issue: 3 Volume: 40 Year: 2021 Keywords: customer segmentation; demographic criterion; geographic criterion; psychographic criterion; behavioural criterion; two-step clustering. File-URL: http://www.inderscience.com/link.php?id=119802 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:40:y:2021:i:3:p:346-371 Template-Type: ReDIF-Article 1.0 Author-Name: Gusman Nawanir Author-X-Name-First: Gusman Author-X-Name-Last: Nawanir Author-Name: Yudi Fernando Author-X-Name-First: Yudi Author-X-Name-Last: Fernando Author-Name: Kong Teong Lim Author-X-Name-First: Kong Teong Author-X-Name-Last: Lim Title: The complementarity of lean manufacturing practices with importance-performance analysis: how does it leverage inventory performance? Abstract: This paper aims to examine the effect of lean manufacturing (LM) implementation on inventory minimisation (IM) directly and indirectly [i.e., through manufacturing flexibility (MF) as a mediating variable]. This empirical study used a survey-based quantitative data through a cross-sectional research design and stratified random sampling technique for sample selection. A total of 236 large manufacturing companies were participated in the study. Four hypotheses were tested statistically by applying structural equation modelling (SEM) with Smart PLS 3.2.7. The finding revealed that in order to leverage MF and subsequently augment the inventory performance, LM should be applied in a holistic manner because of the complementary relationships among its practices. The importance-performance map analysis (IPMA) found the LM as the main driver of IM. Despite performing at the comparable level, LM has substantially higher importance than MF. Consequently, performance should be prioritised at the implementation of LM by focusing on the most important constructs of LM (i.e., TPM, quality control, quick setup and flexible resources). This study contributes to filling the existing gaps of limited studies investigating the effect of LM on both MF and IM. The practitioners will be benefited by understanding the vital constructs of LM to improve MF and inventory performance. Journal: Int. J. of Services and Operations Management Pages: 212-234 Issue: 2 Volume: 39 Year: 2021 Keywords: importance-performance map analysis; IPMA; lean manufacturing; inventory minimisation; manufacturing flexibility. File-URL: http://www.inderscience.com/link.php?id=115451 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:39:y:2021:i:2:p:212-234 Template-Type: ReDIF-Article 1.0 Author-Name: A. Vasumathi Author-X-Name-First: A. Author-X-Name-Last: Vasumathi Author-Name: Stephan Thangaiah IS Author-X-Name-First: Stephan Thangaiah Author-X-Name-Last: IS Author-Name: Anand Kumar D Author-X-Name-First: Anand Kumar Author-X-Name-Last: D Author-Name: Rajesh Mamilla Author-X-Name-First: Rajesh Author-X-Name-Last: Mamilla Title: Employee loyalty on organisational success - an empirical study Abstract: Job satisfaction and the loyalty of employees are the most important factors for any organisation's survival and development towards organisational success. Financial benefits, organisational commitment and motivation are the loyalty factors used to find the impact of organisational success. This research study is to find the impact of employee loyalty on organisational success. This research reveals that job satisfaction depends on employees' loyalty. The researchers found that the important different criteria for job satisfaction. The researchers also analysed that the various important factors to determine employees' loyalty are current level of pay, job security and followed by appreciation. Journal: Int. J. of Services and Operations Management Pages: 426-444 Issue: 3 Volume: 40 Year: 2021 Keywords: job satisfaction; motivation; organisational commitment; financial benefits; employee loyalty. File-URL: http://www.inderscience.com/link.php?id=119803 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:40:y:2021:i:3:p:426-444 Template-Type: ReDIF-Article 1.0 Author-Name: Henry Aigbedo Author-X-Name-First: Henry Author-X-Name-Last: Aigbedo Title: On the impact and sustainability of health information exchanges in the hospital supply chain Abstract: Healthcare costs continue to rise in the US and some other countries. There have been calls to stem these increases while providing valuable healthcare services. Health information exchanges (HIEs) play a vital role in healthcare systems by enabling healthcare professionals to securely access and transmit patient information electronically. HIEs aim to reduce costs while improving speed and quality of patients care. HIE activities in the US have been largely government supported, but such support has continued to decline - threatening HIEs continued existence. Therefore, frameworks and business models that foster HIEs sustainability are needed. We use a conceptual methodological framework to discuss and propose ways that HIEs can generate revenue and hence continue to be sustainable. Among other things, we also provide propositions which can be tested to extend research in this crucial area in the operation of hospital supply chains, in particular, and healthcare systems, in general. Journal: Int. J. of Services and Operations Management Pages: 283-299 Issue: 2 Volume: 39 Year: 2021 Keywords: healthcare costs; health information exchanges; HIEs; hospital supply chains; healthcare operations management. File-URL: http://www.inderscience.com/link.php?id=115452 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:39:y:2021:i:2:p:283-299 Template-Type: ReDIF-Article 1.0 Author-Name: Rose Antony Author-X-Name-First: Rose Author-X-Name-Last: Antony Author-Name: Vivekanand B. Khanapuri Author-X-Name-First: Vivekanand B. Author-X-Name-Last: Khanapuri Author-Name: Karuna Jain Author-X-Name-First: Karuna Author-X-Name-Last: Jain Title: A framework for enhancing the fresh food retail supply chain performance: evidence from India Abstract: The paper identifies the improvement initiatives for enhancing the fresh food retail supply chain performance w.r.t. time, cost, quality, customer service and profitability. To identify the critical initiatives, a thorough analysis of the literature followed by validation in two fresh food retail supply chains were carried using a case-based approach. Data were collected by conducting the semi-structured interviews among the senior executive selected using snowball sampling technique and responses were analysed using manual coding followed by validating through a text mining software. The software identified the probable relationships amongst the initiatives and with the performance measures. It also clustered the initiatives and identified their strength of relationships. Cross-case syntheses of two 'farm to fork' models were facilitated in developing the research propositions. The study presents a comprehensive framework of initiatives comprising of supplier and customer related initiatives along with a unique and prominent initiative in food, i.e., product and process initiatives. Journal: Int. J. of Services and Operations Management Pages: 372-406 Issue: 3 Volume: 40 Year: 2021 Keywords: case study; fresh food retail supply chain; improvement initiatives; India; supply chain performance. File-URL: http://www.inderscience.com/link.php?id=119804 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:40:y:2021:i:3:p:372-406 Template-Type: ReDIF-Article 1.0 Author-Name: Lotta Lind Author-X-Name-First: Lotta Author-X-Name-Last: Lind Author-Name: Timo Kärri Author-X-Name-First: Timo Author-X-Name-Last: Kärri Author-Name: Veli Matti Virolainen Author-X-Name-First: Veli Matti Author-X-Name-Last: Virolainen Author-Name: Sari Monto Author-X-Name-First: Sari Author-X-Name-Last: Monto Title: Working capital models: a generic framework Abstract: The importance of working capital management has been recognised recently in academia as well as in business. Yet, research on working capital models has been scarce, and many companies focus on managing the individual components of working capital instead of a holistic approach. This paper studies working capital models comprising the management of inventories, accounts receivable and accounts payable. Based on the systematical analysis of empirical data, consisting of the financial figures of 161 companies operating in the value chains of the automotive, pulp and paper, and ICT industries, the study introduces a generic framework for working capital models. The framework includes six generic working capital models and one sub-model, and offers a holistic view of working capital management. The study takes the initial step towards tightening collaborative actions between value chain partners regarding working capital. The introduced framework offers a managerial tool for analysing the material and financial flows at the company level as well as in the inter-organisational context. Journal: Int. J. of Services and Operations Management Pages: 235-261 Issue: 2 Volume: 39 Year: 2021 Keywords: working capital management; WCM; financial supply chain management; FSCM; financial collaboration; cash conversion cycle; CCC; working capital models. File-URL: http://www.inderscience.com/link.php?id=115453 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:39:y:2021:i:2:p:235-261