Template-Type: ReDIF-Article 1.0
Author-Name: Gamal S.A. Khalifa
Author-X-Name-First: Gamal S.A.
Author-X-Name-Last: Khalifa
Author-Name: Nguyen Vu Hieu Trung
Author-X-Name-First: Nguyen Vu Hieu
Author-X-Name-Last: Trung
Author-Name: Md Sazzad Hossain
Author-X-Name-First: Md Sazzad
Author-X-Name-Last: Hossain
Title: Predicting customer engagement behaviour: the mediating role of hotel functional quality in the Vietnamese hotel industry
Abstract:
The study's purpose is to examine the relationships between customer-to-employee interaction (CEI), customer involvement (CI), optimal distinctiveness (OD), functional quality (FQ) and customer engagement behaviour (CEB) in the Vietnamese hotel industry. The research conducted a quantitative survey, which targeted hotel customers and had managed to yield 389 valid responses. The research applied structural equation modelling-partial least square (SEM-PLS) to justify the validity of the model following Smart PLS-3. The findings of the study have shown that CEI, CI, and OD significantly impact FQ. CEI, CI, and OD also significantly impact CEB through FQ. Finally, FQ significantly impacts on CEB. This study acknowledges the value of customers, which affirms the regional need for skilled employee to achieve hotel goal. These research findings strongly argued for more engagement programs in the departments, since the persistent lack of the appropriate skills mix poses challenges and has serious implication for hotel managers.
Journal: Int. J. of Services and Operations Management
Pages: 312-337
Issue: 3
Volume: 43
Year: 2022
Keywords: customer involvement; functional quality; hospitality; customer engagement behaviour; CEB.
File-URL: http://www.inderscience.com/link.php?id=126979
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Handle: RePEc:ids:ijsoma:v:43:y:2022:i:3:p:312-337

Template-Type: ReDIF-Article 1.0
Author-Name: Álvaro Dias
Author-X-Name-First: Álvaro
Author-X-Name-Last: Dias
Author-Name: Carolina Feixeira
Author-X-Name-First: Carolina
Author-X-Name-Last: Feixeira
Author-Name: Leandro Pereira
Author-X-Name-First: Leandro
Author-X-Name-Last: Pereira
Author-Name: Renato Lopes da Costa
Author-X-Name-First: Renato Lopes da
Author-X-Name-Last: Costa
Author-Name: Rui Gonçalves
Author-X-Name-First: Rui
Author-X-Name-Last: Gonçalves
Title: The work-life balance and job satisfaction
Abstract:
The promotion of an internal environment marked by a positive and stable context contributes to the employees' sense of belonging to the organisation. As such, it is increasingly important to enhance commitment and professional satisfaction, and at the same time, allowing their employees to achieve a balance between their professional and personal life. Using a quantitative study based on a survey sample of 262 workers, our findings reveal that the organisational environment positively affects job satisfaction. Furthermore, results indicate a strong relation between organisational engagement and employee satisfaction. However, no significant relationships were found between organisational commitment and between professional and personal life balance. It was also found that organisational commitment mediates the relation between the organisational environment and job satisfaction, but not the relation between organisational commitment and the balance between professional and personal.
Journal: Int. J. of Services and Operations Management
Pages: 401-420
Issue: 3
Volume: 43
Year: 2022
Keywords: organisational commitment; organisational environment; work-life balance; job satisfaction.
File-URL: http://www.inderscience.com/link.php?id=126981
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Handle: RePEc:ids:ijsoma:v:43:y:2022:i:3:p:401-420

Template-Type: ReDIF-Article 1.0
Author-Name: Renu Sharma
Author-X-Name-First: Renu
Author-X-Name-Last: Sharma
Author-Name: Anubhav Pratap Singh
Author-X-Name-First: Anubhav Pratap
Author-X-Name-Last: Singh
Author-Name: Ritu Arora
Author-X-Name-First: Ritu
Author-X-Name-Last: Arora
Author-Name: Anand Chauhan
Author-X-Name-First: Anand
Author-X-Name-Last: Chauhan
Title: Effect of uncertainty in demand and production for manufacturing industries during COVID-19
Abstract:
The demand for personal hygiene products has increased during COVID-19 pandemic outbreaks. It has resulted in the increasing production of hygiene products. During the coronavirus epidemic, globalised and uncertain demand for personal hygiene products creates complicated situations for the manufacturing firms. This article explores the fuzzy model of economic production for hygiene products with uncertainty in demand and production. Due to the rising demand for hygiene products, the demand rate has been set as a linear time function, while the production rate has been taken directly proportional to the rate of demand. Therefore, due to ambiguity or vagueness in demand, this proposed model has considered the triangular fuzzy number with an upper and lower split. The weighted sum method has turned the multi-objective problem into a single objective. The optimisation technique was used to minimise the producer's overall cost under the condition mentioned earlier, and the model is validated numerically.
Journal: Int. J. of Services and Operations Management
Pages: 378-400
Issue: 3
Volume: 43
Year: 2022
Keywords: fuzzy economic production quantity; α-cut; weighted sum method; fuzzy demand rate; fuzzy production rate.
File-URL: http://www.inderscience.com/link.php?id=126982
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Handle: RePEc:ids:ijsoma:v:43:y:2022:i:3:p:378-400

Template-Type: ReDIF-Article 1.0
Author-Name: Hedieh Shakeri
Author-X-Name-First: Hedieh
Author-X-Name-Last: Shakeri
Author-Name: Mohammad Khalilzadeh
Author-X-Name-First: Mohammad
Author-X-Name-Last: Khalilzadeh
Author-Name: Ashkan Hafezalkotob
Author-X-Name-First: Ashkan
Author-X-Name-Last: Hafezalkotob
Author-Name: Seyed Ahmad Yazdian
Author-X-Name-First: Seyed Ahmad
Author-X-Name-Last: Yazdian
Title: Investigating the readiness to use enterprise social media in employee recruitment (a case study of automotive industries)
Abstract:
Organisations spend a lot of time and money to successfully implement the recruitment process. During the time when financial crisis occurs and unemployment rate goes up, employers and job seekers look for better ways than traditional ways of attracting and recruiting employees. In the present study, a research was conducted in the field of human resources (HR) of some automotive companies by applying unified theory of acceptance and use of technology (UTAUT). The results were analysed through structural equations and Smart PLS. The results of the study indicated that performance expectancy, effort expectancy, and social impact and influence have positive effect on behavioural intention. Also, facilitating conditions have positive effect on usage behaviour.
Journal: Int. J. of Services and Operations Management
Pages: 359-377
Issue: 3
Volume: 43
Year: 2022
Keywords: employment; recruitment; social media; unified theory of acceptance and use of technology; UTAUT; structural equations.
File-URL: http://www.inderscience.com/link.php?id=126983
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Handle: RePEc:ids:ijsoma:v:43:y:2022:i:3:p:359-377

Template-Type: ReDIF-Article 1.0
Author-Name: Abdul Nazer Shah
Author-X-Name-First: Abdul Nazer
Author-X-Name-Last: Shah
Author-Name: Naveed Saif
Author-X-Name-First: Naveed
Author-X-Name-Last: Saif
Author-Name: Muhammad Tahir Khan
Author-X-Name-First: Muhammad Tahir
Author-X-Name-Last: Khan
Author-Name: Irfan Ullah Khan
Author-X-Name-First: Irfan Ullah
Author-X-Name-Last: Khan
Title: Demographics impact on management capabilities through the lens of transactional and transformational leadership
Abstract:
The current research study tries to find the impact of various demographic variables that affects top management capabilities to define their role as leaders in the higher education sector of Khyber Pakhtunkhwa Pakistan. As the number of HEIs is increasing, the role of their leaders is also pivotal to get success for their organisations. For this purpose, data were collected from selected public and private sector universities situated in Peshawar to get details about the leader's transactional and transformational capabilities and to align it with selected demographics. Based on the findings, only two attributes, contingent reward (CRD) attribute of transactional leadership and intrinsic motivation (INSTM) from transformational leadership, depict a significant relationship between gender and leadership attributes. CRD is the primary attribute of leaders that differentiate both styles of leaders in university setup. Based on ANOVA results, it is evident that the education level of leaders does not alter leader's capabilities. Similarly, the experience level of leaders alters their capabilities to infuse motivation among employees as well as to get the assigned job done properly. While age shows a moderate relationship with both leadership (transformational and transactional) attributes.
Journal: Int. J. of Services and Operations Management
Pages: 338-358
Issue: 3
Volume: 43
Year: 2022
Keywords: transformational; transactional; ANOVA; higher education; demographics.
File-URL: http://www.inderscience.com/link.php?id=126986
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Handle: RePEc:ids:ijsoma:v:43:y:2022:i:3:p:338-358

Template-Type: ReDIF-Article 1.0
Author-Name: Seyed Mojtaba Sajadi
Author-X-Name-First: Seyed Mojtaba
Author-X-Name-Last: Sajadi
Author-Name: Shervin Razaghi
Author-X-Name-First: Shervin
Author-X-Name-Last: Razaghi
Author-Name: Shaghayegh Rahnama
Author-X-Name-First: Shaghayegh
Author-X-Name-Last: Rahnama
Author-Name: Shahin Dabagh
Author-X-Name-First: Shahin
Author-X-Name-Last: Dabagh
Title: Proposing a new scheduling model for new product/service development projects, by consideration of the distribution index of activities
Abstract:
Rapid changes in customer needs have decreased the life cycle of products or services in recent years. Thus, it can be concluded that companies need to present new products or services. In this paper, the new product/service development scheduling problem was analysed in addition to the probabilistic distribution of task time by simultaneously considering certain indices including the number of tasks, the serial/parallel quality of tasks, and the temporal distribution of tasks. The indices associated with the new product/service development projects pertain more to the real world. The innovation of this paper was to simultaneously take into account three indices in the new product/service development project network. Results show the project completion delay risk was lower when the network indices were further involved in the scheduling task. This, in turn, reduced the risks faced by the new product/service development projects during their completion in the shortest time possible.
Journal: Int. J. of Services and Operations Management
Pages: 287-311
Issue: 3
Volume: 43
Year: 2022
Keywords: project management; new products/services; genetic algorithm; project scheduling; risk.
File-URL: http://www.inderscience.com/link.php?id=126993
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Handle: RePEc:ids:ijsoma:v:43:y:2022:i:3:p:287-311

Template-Type: ReDIF-Article 1.0
Author-Name: Amir Azar
Author-X-Name-First: Amir
Author-X-Name-Last: Azar
Author-Name: Sadigh Raissi
Author-X-Name-First: Sadigh
Author-X-Name-Last: Raissi
Title: A novel efficient control chart to monitor the mean vector and variance-covariance matrix using support vector machine and tuned kernel function
Abstract:
Control chart is a popular statistical tool for continuous process monitoring and control which has been extensively extended to be applied. Hence current research addresses to a specific control chart based on one of the most important data-driven models, support vector machine. Such multivariate control chart is a useful learning system based on constrained optimisation theory that uses induction of structural error minimisation principle and results a general optimised answer. The novel recommended control chart gives the ability to detect out of control variable according to the appropriate decision functions. Computational results are conducted using Hotelling <i>T</i><SUP align="right"><SMALL>2</SMALL></SUP> chart employing average run length to determine the superiority of the proposed method. Implementing different shifts on process mean and variance in two and three variable processes reveals that the proposed chart has superior run length comparing by traditional Hotelling <i>T</i><SUP align="right"><SMALL>2</SMALL></SUP> chart. Furthermore, detecting the source of out of control variable is assessed.
Journal: Int. J. of Services and Operations Management
Pages: 52-71
Issue: 1
Volume: 43
Year: 2022
Keywords: statistical process control; multivariate control charts; support vector machine; SVM; kernel functions; Hotelling <i>T</i><SUP align="right"><SMALL>2</SMALL></SUP> chart; average run length; ARL.
File-URL: http://www.inderscience.com/link.php?id=126246
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Handle: RePEc:ids:ijsoma:v:43:y:2022:i:1:p:52-71

Template-Type: ReDIF-Article 1.0
Author-Name: Kihyun C. Park
Author-X-Name-First: Kihyun C.
Author-X-Name-Last: Park
Title: Exploring the effects of lean practices and supply chain disruption on performance
Abstract:
Lean practices have been a dominant approach in dealing with business and supply chain issues for the last few decades, but many studies suggest that the leaner the supply chain process, the more vulnerable the supply chain network amid supply chain disruptions. This study aims to explore the relationship between lean practices and supply chain disruption occurrences (SCDOs) and their impact on firm performance. In a large-scale survey of 198 companies in the USA, structural equation modelling was used to test the proposed hypotheses. The results of this study suggest that lean practices can promote a firm's operational performance directly, but they can conversely decrease a firm's operational performance through SCDOs. This study contributes to the literature of lean practices and supply chain risk management, and provides practical implications by extending our understanding of the positive as well as negative sides of the lean approach in operation and supply chain practices.
Journal: Int. J. of Services and Operations Management
Pages: 88-108
Issue: 1
Volume: 43
Year: 2022
Keywords: supply chain risk; lean practices; operational performance; firm performance.
File-URL: http://www.inderscience.com/link.php?id=126247
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Handle: RePEc:ids:ijsoma:v:43:y:2022:i:1:p:88-108

Template-Type: ReDIF-Article 1.0
Author-Name: Arsalan Najmi
Author-X-Name-First: Arsalan
Author-X-Name-Last: Najmi
Author-Name: Yamna Arshad
Author-X-Name-First: Yamna
Author-X-Name-Last: Arshad
Author-Name: Waqar Ahmed
Author-X-Name-First: Waqar
Author-X-Name-Last: Ahmed
Author-Name: Kanagi Kanapathy
Author-X-Name-First: Kanagi
Author-X-Name-Last: Kanapathy
Author-Name: Azmin Azliza Aziz
Author-X-Name-First: Azmin Azliza
Author-X-Name-Last: Aziz
Title: Understanding the role of in-store logistic operations in retail: findings from Pakistan
Abstract:
In this study, the role of in-store logistic operations is examined on customer satisfaction and loyalty in Pakistan. Disconfirmation expectation theory is adopted because customer satisfaction is the result of their expectation and shopping experience. Data from 201 respondents is collected via interception method and PLS-SEM was applied for the analysis. Results show that customer perceived in-store logistics has direct and positive impact on satisfaction and loyalty. Therefore, by improving in-store logistic activities, customer satisfaction can be enhanced. Results also show that customer perceived in-store logistic performance has no impact on store image, so store image does not have mediating effect in this study. Moreover, the role of customer satisfaction as mediator was found which highlights the importance of satisfaction in the process of providing efficient in-store operations for making more customers loyal. Based on findings, a thorough discussion is reported whereas the managerial implications are also discussed.
Journal: Int. J. of Services and Operations Management
Pages: 26-51
Issue: 1
Volume: 43
Year: 2022
Keywords: in-store logistics; store image; customer satisfaction; PLS-SEM; loyalty; Pakistan.
File-URL: http://www.inderscience.com/link.php?id=126248
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Handle: RePEc:ids:ijsoma:v:43:y:2022:i:1:p:26-51

Template-Type: ReDIF-Article 1.0
Author-Name: I.S. Stephan Thangaiah
Author-X-Name-First: I.S. Stephan
Author-X-Name-Last: Thangaiah
Author-Name: A. Vasumathi
Author-X-Name-First: A.
Author-X-Name-Last: Vasumathi
Author-Name: Rajesh Mamilla
Author-X-Name-First: Rajesh
Author-X-Name-Last: Mamilla
Author-Name: Anil Chandrasekaran
Author-X-Name-First: Anil
Author-X-Name-Last: Chandrasekaran
Title: Smart supply chain management issues and challenges
Abstract:
Customer expectations require, quality, and timely delivery are major drivers of various changes in logistics and smart supply chain management (LSSCM). The main objective is to study the existing transport management system integrated with SAP ERP and its data availability, reliability in a retail company. It includes a lot of exploratory analysis, their day to day trip reports are analysed through the reports generated and identify the missing links or the loopholes in the system, after which an overview of solutions are being provided to improve on the existing system. By considering the importance of Logistics 4.0 strategies, the researchers studied the current transport management system adopted by a retail company in India. This study identified the issues in the existing system and suggested appropriate solutions for the improvements of the existing LSSCM system. The researcher found that the retail company was facing operational issue as the non-availability of vehicles.
Journal: Int. J. of Services and Operations Management
Pages: 1-25
Issue: 1
Volume: 43
Year: 2022
Keywords: customer; information; speed; satisfaction; logistics; supply chain management; SCM.
File-URL: http://www.inderscience.com/link.php?id=126249
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Handle: RePEc:ids:ijsoma:v:43:y:2022:i:1:p:1-25

Template-Type: ReDIF-Article 1.0
Author-Name: Si Ni Yeong
Author-X-Name-First: Si Ni
Author-X-Name-Last: Yeong
Author-Name: Dan Knox
Author-X-Name-First: Dan
Author-X-Name-Last: Knox
Author-Name: Guru Prabhakar
Author-X-Name-First: Guru
Author-X-Name-Last: Prabhakar
Title: Customer satisfaction and loyalty in Malaysian resort hotels: the role of empathy, reliability and tangible dimensions of service quality
Abstract:
This paper applies the SERVQUAL model for the purpose of examining the impacts of the five dimensions of service quality on customer satisfaction and customer loyalty in the hotel industry in Malaysia, and to investigate which factors among said dimensions (tangibles, reliability, responsiveness, assurance and empathy) have a major role in affecting customer satisfaction and loyalty in relation to resort hotels. Questionnaires were used to collect quantitative data for this research by deploying a random sampling strategy to invite 136 hotel guests to complete the survey. The key findings indicate that empathy, tangibles and reliability have significant roles in affecting overall customer satisfaction in the Malaysian resort hotel sector but that responsiveness and assurance were not significantly influential. Empathy was the most significant predictor of customer satisfaction among all of the dimensions, and customer satisfaction has a positive relationship with customer loyalty in this context.
Journal: Int. J. of Services and Operations Management
Pages: 444-462
Issue: 4
Volume: 41
Year: 2022
Keywords: service quality; customer satisfaction; customer loyalty; hotel industry; Malaysia.
File-URL: http://www.inderscience.com/link.php?id=122922
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Handle: RePEc:ids:ijsoma:v:41:y:2022:i:4:p:444-462

Template-Type: ReDIF-Article 1.0
Author-Name: Nishant Agrawal
Author-X-Name-First: Nishant
Author-X-Name-Last: Agrawal
Author-Name: Rajesh Kumar Jain
Author-X-Name-First: Rajesh Kumar
Author-X-Name-Last: Jain
Title: Building supply chain resilience in supply chain disruption: the role of organisational ambidexterity
Abstract:
The purpose of this research work is to study supply chain resilience with the help of organisational ambidexterity and to understand the moderating role of ambidexterity between supply chain resilience and supply chain disruption. The paper, for the first time, proposed a new term zone of ambidexterity, which explains to keep a balance between exploitation and exploration. We have proposed a conceptual model to study supply chain resilience through ambidexterity to mitigate supply chain disruption. Through conceptual model, this study provides a comprehensive view of theoretical as well as conceptual understanding. Based on the conceptual findings, the research explains the relationship among organisational ambidexterity, supply chain disruption, and supply chain resilience, which opens a new area of research in the field of management as well as provide a unique perspective on their conceptual relationship. As per the author's best knowledge, there is no research proposing the zone of ambidexterity for competitive advantage.
Journal: Int. J. of Services and Operations Management
Pages: 381-403
Issue: 4
Volume: 41
Year: 2022
Keywords: supply chain resilience; organisational ambidexterity; supply chain disruption; competitive advantage; resource-based view; RBV; dynamic capabilities; zone of ambidexterity.
File-URL: http://www.inderscience.com/link.php?id=122923
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Handle: RePEc:ids:ijsoma:v:41:y:2022:i:4:p:381-403

Template-Type: ReDIF-Article 1.0
Author-Name: Shaman Gupta
Author-X-Name-First: Shaman
Author-X-Name-Last: Gupta
Author-Name: Pankaj Chandna
Author-X-Name-First: Pankaj
Author-X-Name-Last: Chandna
Title: Implementation of kaizen a lean manufacturing tool in a surgical equipment manufacturing industry
Abstract:
Kaizen is an important process improvement tool which is used in several situations with equal efficiency. It is versatile and is used across different industries and at different functions within an organisation. Kaizen as a tool is successfully used to improve the processes and enhance the outcomes. The benefits of kaizen implementation are seen in the form of improved effectiveness and efficiency owing to a highly organised workplace, higher visibility across the organisation and improved safety and enhanced employee morale, among others. The present case study focuses on the implementation of the kaizen in a scientific equipment manufacturing industry to help them perform better. The paper, which is a systematic analysis of literary resources leading to the implementation of kaizen is immensely useful for people in the industry and academia alike.
Journal: Int. J. of Services and Operations Management
Pages: 431-443
Issue: 4
Volume: 41
Year: 2022
Keywords: lean manufacturing; kaizen; principles; continuous improvement; case study.
File-URL: http://www.inderscience.com/link.php?id=122924
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Handle: RePEc:ids:ijsoma:v:41:y:2022:i:4:p:431-443

Template-Type: ReDIF-Article 1.0
Author-Name: Ali Alizadeh-Zoeram
Author-X-Name-First: Ali
Author-X-Name-Last: Alizadeh-Zoeram
Author-Name: Alireza Pooya
Author-X-Name-First: Alireza
Author-X-Name-Last: Pooya
Author-Name: Zahra Naji-Azimi
Author-X-Name-First: Zahra
Author-X-Name-Last: Naji-Azimi
Author-Name: Ali Vafaee-Najar
Author-X-Name-First: Ali
Author-X-Name-Last: Vafaee-Najar
Title: Simulation of cutting corners chain in healthcare services
Abstract:
The purpose of this study is to simulate the cutting corners chain as a criterion in controlling the quality control of health services. These services are in a healthcare chain based on human resources (HR). This chain study included three clinics in a specialised hospital, whose doctors were considered as service providers. In this study, system dynamics (SD) approach is used for simulation. After modelling and formulating the problem, the validation of the designed model was confirmed and based on the simulation results; appropriate policies to match supply and demand were established. Also methods to cope with cutting corners chain were identified in a dynamic environment. They are based on sensitivity analysis, changes in patient arrival rates and human resources service capacity. The designed model with some slight changes could be used in hospital management in the field of human resources management, with a dynamic and systemic thinking, either as a unit or as a healthcare service chain.
Journal: Int. J. of Services and Operations Management
Pages: 260-278
Issue: 3
Volume: 41
Year: 2022
Keywords: cutting corners; human resources; service capacity; simulation; system dynamics.
File-URL: http://www.inderscience.com/link.php?id=122669
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Handle: RePEc:ids:ijsoma:v:41:y:2022:i:3:p:260-278

Template-Type: ReDIF-Article 1.0
Author-Name: Vikas Kumar
Author-X-Name-First: Vikas
Author-X-Name-Last: Kumar
Author-Name: Ogunmola Gabriel Ayodeji
Author-X-Name-First: Ogunmola Gabriel
Author-X-Name-Last: Ayodeji
Title: Web analytics applications, opportunities and challenges to online retail in India
Abstract:
Indian e-commerce industry offers a very competitive marketplace to the retailers. However, with the enormous competition, online retailers need to understand and track the consumer behaviour on their website to generate profits. With the multi-channel growth of online retail, it has become very much critical to analyse these behaviours and correspondingly plan their operations. Web analytics has offered a number of tracking and analysis opportunities to the retailers, rather than just creating a sense from huge amounts of periodic batch data. The insight that they gain from such analyses is then used to direct, optimise, and automate their decision making to successfully achieve their organisational goals. Present work discusses the different categories of web analytics, along with their implementation and management perspectives. Web analytics strategy implementation process has been outlined along with the commonly used web analytics tools. A comparative analysis of the popular web analytics tools has been presented to indicate the specific choices. Also, the present day challenges and opportunities have been presented for the Indian retail market place.
Journal: Int. J. of Services and Operations Management
Pages: 463-485
Issue: 4
Volume: 41
Year: 2022
Keywords: web analytics; e-commerce; online retail; online shopping; big data; business intelligence; India.
File-URL: http://www.inderscience.com/link.php?id=122925
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Handle: RePEc:ids:ijsoma:v:41:y:2022:i:4:p:463-485

Template-Type: ReDIF-Article 1.0
Author-Name: Ashish Yadav
Author-X-Name-First: Ashish
Author-X-Name-Last: Yadav
Author-Name: Sunil Agrawal
Author-X-Name-First: Sunil
Author-X-Name-Last: Agrawal
Title: Multi-manned assembly line balancing using exact solution approach &#45; a case study of a tricycle assembly line
Abstract:
Multi-manned assembly lines are designed to produce high volume products. In this paper, multi-manned assembly line balancing problem (MALBP) is addressed in which a group of workers simultaneously performs different tasks on a workstation. A tricycle company data is used to solve the problem with the objectives of minimising the cycle time and number of workstations. The problem is solved in two stages. In the first stage, the problem is solved with the objective of minimising the cycle time. The output from the results obtained is used in the second stage to minimise the number of workstations. A mixed integer programming formulation for the problem is proposed and is solved using Lingo 16.0. Since multi-manned assembly line balancing problem is NP-hard, it is first tested on a set of test example problems and is later on applied to solve the tricycle case study problem. The results show that the numbers of workstations are reduced which leads to a reduction in the number of workers and idle time.
Journal: Int. J. of Services and Operations Management
Pages: 241-259
Issue: 3
Volume: 41
Year: 2022
Keywords: MALBP; mathematical model; case study problem; optimisation; Lingo 16 solver.
File-URL: http://www.inderscience.com/link.php?id=122670
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Handle: RePEc:ids:ijsoma:v:41:y:2022:i:3:p:241-259

Template-Type: ReDIF-Article 1.0
Author-Name: E.N. Anilkumar
Author-X-Name-First: E.N.
Author-X-Name-Last: Anilkumar
Author-Name: R. Sridharan
Author-X-Name-First: R.
Author-X-Name-Last: Sridharan
Author-Name: P.N. Ram Kumar
Author-X-Name-First: P.N. Ram
Author-X-Name-Last: Kumar
Title: Prioritisation of barriers in implementing sustainable practices in public healthcare sector: an integrated DEMATEL, ISM and PROMETHEE model
Abstract:
Implementation of sustainable practices in healthcare sector is important due to environmental and social impact of hospital operations. In the present study, the barriers in implementing sustainable practices in the public healthcare sector are prioritised using an integrated DEMATEL-ISM-PROMETHEE approach. The barriers are identified through literature review and discussion with experts from the public healthcare sector in an Indian state. The inter-relationships between the various barriers were identified through the DEMATEL methodology. The driving power and the dependence power among the barriers were obtained using the interpretive structural modelling method. Finally, the prioritisation of the barriers was achieved through the PROMETHEE method. The study shows that lack of support from supply chain members, lack of commitment from top level hospital management and ignorance about government rules and regulations among employees are some of the significant obstacles in adopting sustainable practices in the public healthcare hospitals in the chosen Indian state.
Journal: Int. J. of Services and Operations Management
Pages: 486-513
Issue: 4
Volume: 41
Year: 2022
Keywords: healthcare; sustainable development; DEMATEL; ISM; PROMETHEE.
File-URL: http://www.inderscience.com/link.php?id=122926
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Handle: RePEc:ids:ijsoma:v:41:y:2022:i:4:p:486-513

Template-Type: ReDIF-Article 1.0
Author-Name: So Ye Yang
Author-X-Name-First: So Ye
Author-X-Name-Last: Yang
Author-Name: Paul Hong
Author-X-Name-First: Paul
Author-X-Name-Last: Hong
Title: Strategic service innovation in the sports industry: case of the Korean Professional Baseball League
Abstract:
This paper investigates how service innovation in sports industry improves its competitiveness and public reputation. Through innovative marketing of professional league activities, active recruiting of professional coaches and players from major countries and creating passionate team-driven cheering culture, Korean Professional Baseball League has changed the landscape of team sports &#45; baseball in particular. This paper examines the success factors of service innovation from industry development stage and individual career growth perspective. Lesson and implications are discussed.
Journal: Int. J. of Services and Operations Management
Pages: 279-295
Issue: 3
Volume: 41
Year: 2022
Keywords: service innovation; sports industry; Korean Professional Baseball League; KPBL; recruitment and remaining practices.
File-URL: http://www.inderscience.com/link.php?id=122671
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Handle: RePEc:ids:ijsoma:v:41:y:2022:i:3:p:279-295

Template-Type: ReDIF-Article 1.0
Author-Name: Ana Carolina Pereira De Vasconcelos Silva
Author-X-Name-First: Ana Carolina Pereira De Vasconcelos
Author-X-Name-Last: Silva
Author-Name: Thaís Spiegel
Author-X-Name-First: Thaís
Author-X-Name-Last: Spiegel
Author-Name: Luiz Felipe Scavarda
Author-X-Name-First: Luiz Felipe
Author-X-Name-Last: Scavarda
Author-Name: Augusto Da Cunha Reis
Author-X-Name-First: Augusto Da Cunha
Author-X-Name-Last: Reis
Title: How to increase access to kidney transplantation: the analysis of a Brazilian public hospital through operations management
Abstract:
End-stage renal disease is one of the most costly chronic diseases for the Brazilian public health system. Dialysis is still the most commonly used procedure, even though transplantation is one of the most recommended treatments. Considering the perspective of operations management as an approach for organisational interventions, the objective of this paper was to propose a new operation model for a transplantation unit in Rio de Janeiro State focused on reducing the patients waiting times in queues. The first step was to conduct a systematic literature review. Then, the kidney transplantation process was modelled using ARIS/IDS notation, which oriented the description and analysis of the operation model of the transplantation unit. A new model was proposed, along with a list of strategic, structural and political decisions to mitigate organisational, network design and budget pass-through logic inconsistences.
Journal: Int. J. of Services and Operations Management
Pages: 404-430
Issue: 4
Volume: 41
Year: 2022
Keywords: healthcare operations management; business process engineering; process modelling and analysis; kidney transplantation; operation model; healthcare public service.
File-URL: http://www.inderscience.com/link.php?id=122927
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Handle: RePEc:ids:ijsoma:v:41:y:2022:i:4:p:404-430

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: Blood supply chain: the impact of facility location and inventory allocation decisions for non-blood inventories &#45; analytical case study
Abstract:
The availability and delivery of blood can make the difference between life and death; hence, the blood supply chain must have smooth inventory flows. We examine how to accomplish this by analysing non-blood inventories, which are the supplies needed for blood collections, testing, and storage. We investigated non-blood inventory pre-positioning through a research partnership with the American Red Cross (ARC). The goals for the research project were to optimise the ARC's facility location and inventory allocation decisions. Using data from the ARC, we empirically formulated a fixed-charge model to solve the location-allocation problem. The results indicated that the ARC should both shut down and construct warehouses to attain cost savings of 9%. We also conducted sensitivity analyses with respect to demand and cost. Finally, we review our contributions to the literature on humanitarian logistics and blood supply chain, and we conclude by outlining future research opportunities.
Journal: Int. J. of Services and Operations Management
Pages: 324-342
Issue: 3
Volume: 41
Year: 2022
Keywords: humanitarian logistics; blood supply chain; BSC; pre-positioning; fixed-charge model.
File-URL: http://www.inderscience.com/link.php?id=122673
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Handle: RePEc:ids:ijsoma:v:41:y:2022:i:3:p:324-342

Template-Type: ReDIF-Article 1.0
Author-Name: Mojtaba Aghajani
Author-X-Name-First: Mojtaba
Author-X-Name-Last: Aghajani
Author-Name: Abdol Hamid Safaei Ghadikolaei
Author-X-Name-First: Abdol Hamid Safaei
Author-X-Name-Last: Ghadikolaei
Author-Name: Hasan Ali Aghajani
Author-X-Name-First: Hasan Ali
Author-X-Name-Last: Aghajani
Author-Name: Mohammad Valipour Khatir
Author-X-Name-First: Mohammad Valipour
Author-X-Name-Last: Khatir
Title: A fuzzy mathematical programming model for sustainable supply chain under competition and uncertainty environment
Abstract:
In this paper, a fuzzy mathematical programming model based on the nested model is proposed to design a sustainable multi-product, multi-period supply chain network (including three parts of the procurement, production and distribution) under the competition and uncertainty conditions. Sustainability measures are carried out using previous studies and the supply chain operations reference (SCOR) model is extracted in each of the sustainability dimensions and then localised using the fuzzy Delphi method. In order to determine the relationship between indicators and the importance of each index, DEMATEL method is used and then the obtained fuzzy model is converted into a crisp one. To demonstrate the efficiency of the model, a real example is presented in the refractory industry. Finally, the results are analysed and suggestions are presented.
Journal: Int. J. of Services and Operations Management
Pages: 296-323
Issue: 3
Volume: 41
Year: 2022
Keywords: sustainable supply chain; nested model; competition; uncertainty; SCOR model; DEMATEL.
File-URL: http://www.inderscience.com/link.php?id=122674
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Handle: RePEc:ids:ijsoma:v:41:y:2022:i:3:p:296-323

Template-Type: ReDIF-Article 1.0
Author-Name: Sangita Dutta Gupta
Author-X-Name-First: Sangita Dutta
Author-X-Name-Last: Gupta
Author-Name: Mafruza Sultana
Author-X-Name-First: Mafruza
Author-X-Name-Last: Sultana
Title: Work-life balance of women professionals: impact and implications
Abstract:
Women play a significant role in development of any economy. An economically strong society can be built only if women are provided with equal opportunities as men. Thus, it is imperative that women participation in workforce increases. They can achieve that through work-life balance. If women are able to manage work-life balance, then labour supply increases which in turn stabilises the income of the family and enhances productivity. This study looks into the factors that affect work-life balance of women professionals and how that in turn affects the productivity and economic growth of the country. Data were collected through primary survey. The study identified important determinants of work-life balance another survey was conducted among HR of different companies to understand about the gender inclusive policies of their organisations. The study has important implications for the future research and policy measures.
Journal: Int. J. of Services and Operations Management
Pages: 369-380
Issue: 3
Volume: 41
Year: 2022
Keywords: women; work-life balance; economic growth; India.
File-URL: http://www.inderscience.com/link.php?id=122675
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Handle: RePEc:ids:ijsoma:v:41:y:2022:i:3:p:369-380

Template-Type: ReDIF-Article 1.0
Author-Name: Nikhil Agrawal
Author-X-Name-First: Nikhil
Author-X-Name-Last: Agrawal
Author-Name: Dhruv Sangwan
Author-X-Name-First: Dhruv
Author-X-Name-Last: Sangwan
Author-Name: H. Mahesh Prabhu
Author-X-Name-First: H. Mahesh
Author-X-Name-Last: Prabhu
Title: Impact of student perceived service quality and faculty transformational leadership on student satisfaction and student motivation: an empirical study
Abstract:
Higher education institutes play a crucial role in the all-round development of students. The campus infrastructure, academic facilities, administrative support, international collaborations play an important role in a student's success. Extant literature also suggests that leadership style adopted by the professor also impacts student motivation and student satisfaction. Thus, this paper studies the impact of student perceived service quality on student motivation and student satisfaction in higher education institutes in India with leadership style adopted by the faculty as a moderator. A survey is conducted among students of higher education in India to capture their perception about service quality of their institute, satisfaction, motivation and leadership style of the faculty member. Structural equation modelling was used to analyse the data. Results indicate that service quality significantly influences only student satisfaction but not motivation and leadership style of the faculty does not moderate the relation. Conclusions are drawn and implications are highlighted to enhance student's experience at higher education institutes.
Journal: Int. J. of Services and Operations Management
Pages: 343-356
Issue: 3
Volume: 41
Year: 2022
Keywords: service quality; transformational leadership; higher education; student satisfaction; student motivation; India.
File-URL: http://www.inderscience.com/link.php?id=122678
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Handle: RePEc:ids:ijsoma:v:41:y:2022:i:3:p:343-356

Template-Type: ReDIF-Article 1.0
Author-Name: P. Suganthi
Author-X-Name-First: P.
Author-X-Name-Last: Suganthi
Author-Name: A.P. Muthulakshmi
Author-X-Name-First: A.P.
Author-X-Name-Last: Muthulakshmi
Title: Development, measurement and validation of customer perceived value scale in Indian financial services sector
Abstract:
The purpose of this research is to analyse the dimensionality of the concept of customer perceived value in the banking and financial services sector. A total of 300 customers of financial entities were surveyed and structural equations models were used to verify the reliability and validity of the scale of perceived value. Perceived value is found to be a multidimensional construct composed of five dimensions: technology, professionalism, physical environment, emotional value and social value. A scale of overall perceived value in financial services was obtained, composed of five dimensions and represented by 22 items that are significant for their measurement. The validated scale can help the managers and strategists in the banking and financial services sector to frame marketing strategies according to the perceived value of their customers. As no other study with comprehensive development of a multi-dimensional perceived value measurement scale was identified, this study recommends a validated scale to measure the customer perceived value in Indian banking and financial services sector.
Journal: Int. J. of Services and Operations Management
Pages: 439-453
Issue: 4
Volume: 42
Year: 2022
Keywords: customer perceived value; CPV; value dimensions; banking and financial services.
File-URL: http://www.inderscience.com/link.php?id=124988
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Handle: RePEc:ids:ijsoma:v:42:y:2022:i:4:p:439-453

Template-Type: ReDIF-Article 1.0
Author-Name: Iñigo L. Ansorena
Author-X-Name-First: Iñigo L.
Author-X-Name-Last: Ansorena
Title: Modelling queues at ferry stations: principles and application
Abstract:
It is well known that the flow of passengers at ferry stations is characterised by random variations following ferry schedules. Recognising the need to manage congestion, an approach based on queuing models is proposed. The motivation for this type of modelling comes from the short-term, where the knowledge of bottlenecks is essential for efficient facility management. An empirical case study is presented to explore the effectiveness of the queuing model and reveal waiting times, service times, queuing duration and service levels. The methodological framework proposed in this paper sheds new light on service points and is therefore a good starting point for improving processes at peak times. In addition, the queuing model can be used to simulate more complex scenarios in the future.
Journal: Int. J. of Services and Operations Management
Pages: 357-368
Issue: 3
Volume: 41
Year: 2022
Keywords: queues; ferry station; waiting times; queue lengths; level of service; LOS; waiting area; Jackson network.
File-URL: http://www.inderscience.com/link.php?id=122686
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Handle: RePEc:ids:ijsoma:v:41:y:2022:i:3:p:357-368

Template-Type: ReDIF-Article 1.0
Author-Name: Ilenia Zennaro
Author-X-Name-First: Ilenia
Author-X-Name-Last: Zennaro
Author-Name: Serena Finco
Author-X-Name-First: Serena
Author-X-Name-Last: Finco
Author-Name: Riccardo Aldrighetti
Author-X-Name-First: Riccardo
Author-X-Name-Last: Aldrighetti
Author-Name: Daria Battini
Author-X-Name-First: Daria
Author-X-Name-Last: Battini
Title: Buffer size evaluation in a bottle plant production system: a comparison between different solving methods
Abstract:
The buffer allocation problem (BAP) is a crucial research issue in designing manufacturing systems. Several methods have been proposed including simulation modelling, exact and heuristics approaches. Simulation is usually time-consuming and requires expensive software; analytical approaches necessitate specific knowledge that is uncommon in companies, especially among small-medium enterprises (SMEs). Thus, practitioners generally develop empirical methods based on their experience, to get buffers size with easy-to-use procedures. This paper proposes a comparison between three BAP approaches: an empirical method, a simulation method, and an experimental formula, all applied in a real case study. Simulation approach leads to a great optimal solution, but it requires to buy the software and time to build the model. The empirical method requires a shorter time but the buffer size results in severe additional costs. Finally, the experimental formula proves to be a good trade-off between the obtained buffer size and the efforts addressed its application.
Journal: Int. J. of Services and Operations Management
Pages: 500-524
Issue: 4
Volume: 42
Year: 2022
Keywords: buffer allocation problem; BAP; discrete event simulation; automatic production lines; experimental models; real case application.
File-URL: http://www.inderscience.com/link.php?id=124990
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Handle: RePEc:ids:ijsoma:v:42:y:2022:i:4:p:500-524

Template-Type: ReDIF-Article 1.0
Author-Name: Siti Norida Wahab
Author-X-Name-First: Siti Norida
Author-X-Name-Last: Wahab
Author-Name: Muhammad Iskandar Hamzah
Author-X-Name-First: Muhammad Iskandar
Author-X-Name-Last: Hamzah
Author-Name: Zhen Xiang Khoo
Author-X-Name-First: Zhen Xiang
Author-X-Name-Last: Khoo
Author-Name: Wen Sheng Yau
Author-X-Name-First: Wen Sheng
Author-X-Name-Last: Yau
Title: An empirical study on warehouse automated materials handling equipment adoption in Malaysian warehousing sector
Abstract:
This paper aims to test factors that influence automated material handling equipment (AMHE) adoption within the warehousing sector. Following a quantitative field survey involving warehouse operators in Klang Valley, Malaysia, the study collects a total of 100 responses. Data were analysed using structural equation modelling. Findings reveal that perceived trust, perceived benefits, and perceived costs have no statistical impact on AMHE adoption while management support, external pressure and knowledge have positive effects on the same outcome. Furthermore, different levels of knowledge were found to have polarised interaction effects on the direction of the relationship between perceived trust and AMHE adoption intention. Hence, this paper provides useful insights for warehouse operators on the importance of having sufficient knowledge of AHME in warehouse operations. Besides, warehouse operators' management needs to emphasise in allocating its resources in terms of investment and technology, towards AMHE adoption. Given that this research is among the few that examine direct and contingency factors behind AMHE's adoption, it should provide valuable knowledge for future research on logistics, AMHE operations and technology adoption among scholars and practitioners.
Journal: Int. J. of Services and Operations Management
Pages: 539-563
Issue: 4
Volume: 42
Year: 2022
Keywords: material handling equipment; automation; sustainable warehouse; warehousing; industrial development; technological advancement.
File-URL: http://www.inderscience.com/link.php?id=124991
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Handle: RePEc:ids:ijsoma:v:42:y:2022:i:4:p:539-563

Template-Type: ReDIF-Article 1.0
Author-Name: Mohd. Azmi Khan
Author-X-Name-First: Mohd. Azmi
Author-X-Name-Last: Khan
Author-Name: Salma Ahmad
Author-X-Name-First: Salma
Author-X-Name-Last: Ahmad
Author-Name: Amgad S.D. Khaled
Author-X-Name-First: Amgad S.D.
Author-X-Name-Last: Khaled
Title: An empirical study of green supply chain management practices and environmental performance of Indian manufacturing organisations
Abstract:
Green supply chain management (GSCM) has emerged as a key business practice for organisations to make a balance between their operations and environmental performance. The aim of this study is to assess the impact of GSCM practices on environmental performance of organisation. Six GSCM practices were identified and propositions related to these GSCM practices were put forward. A research model was developed to examine the relationship between different GSCM practices and environmental performance outcomes. Data were collected from 171 respondents who are working as operations and supply chain professionals in manufacturing organisations. Exploratory factor analysis (EFA), confirmatory factor analysis (CFA) was used for analysing data and hypotheses were tested through structural equation modelling (AMOS). The results of the study postulate that internal environmental management practices, management support practices and investment recovery practices have positive impact on environmental performance of organisation.
Journal: Int. J. of Services and Operations Management
Pages: 480-499
Issue: 4
Volume: 42
Year: 2022
Keywords: green supply chain management; GSCM; environmental performance; empirical study; manufacturing sector; India.
File-URL: http://www.inderscience.com/link.php?id=125001
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Handle: RePEc:ids:ijsoma:v:42:y:2022:i:4:p:480-499

Template-Type: ReDIF-Article 1.0
Author-Name: Hiroko Oe
Author-X-Name-First: Hiroko
Author-X-Name-Last: Oe
Author-Name: Max Weeks
Author-X-Name-First: Max
Author-X-Name-Last: Weeks
Title: Revisiting the global expansion strategy of fast-food brand: modelling of satisfaction antecedents in marketing management 
Abstract:
This study explores consumers' perceptions of the fast-food business strategies of McDonald's in a foreign market. Under the setting of Japan as a foreign market, a qualitative method is applied in the study, with 24 interviews with Japanese people based on the following key themes: local menu variations, local management and other employment opportunities, environmental friendliness, and corporate citizenship. It is found that Japanese consumers evaluate most the global brand value as an US icon in the Japanese market, rather than appreciating the effort in adapting to the local market. While it has typically been discussed that localisation is one of the key elements for business success, the outcome of this study suggests that research focusing on the antecedents realising customer satisfaction and loyal behaviour needs to have more attention, and that reconceptualising knowledge is important, especially since contradictory evidence appears as the global market expands.
Journal: Int. J. of Services and Operations Management
Pages: 564-579
Issue: 4
Volume: 42
Year: 2022
Keywords: fast food; McDonald's; Japan; localisation; western brand; accessibility; environmental friendliness; re-conceptualisation; corporate citizenship.
File-URL: http://www.inderscience.com/link.php?id=125005
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Handle: RePEc:ids:ijsoma:v:42:y:2022:i:4:p:564-579

Template-Type: ReDIF-Article 1.0
Author-Name: Neelanjana Rajput
Author-X-Name-First: Neelanjana
Author-X-Name-Last: Rajput
Author-Name: Anand Chauhan
Author-X-Name-First: Anand
Author-X-Name-Last: Chauhan
Author-Name: R.K. Pandey
Author-X-Name-First: R.K.
Author-X-Name-Last: Pandey
Title: Optimisation of an FEOQ model for deteriorating items with reliability influence demand
Abstract:
The classical (crisp) inventory control model with reliability influence demand and partially backlogged items is to be considered. The primary motive of efficient inventory management is to provide a suitable customer service thereby keeping a low inventory cost for the model. The cost factor is to consider a fuzzy random variable. Here the ordering cost and reliability of the production process are the decision variables. Thus the aim of this paper is to minimise the cost of the inventory system. This model has been developed for both crisp and fuzzy systems. Due to fuzzy parameters, the model becomes a fuzzy quantity and it is fuzzily by sign distance method. The facts used in this research work have been exemplified by the use of an appropriate numerical example.
Journal: Int. J. of Services and Operations Management
Pages: 125-144
Issue: 1
Volume: 43
Year: 2022
Keywords: deterioration; fuzzy inventory system; partial backorder; reliability; shortages; signed distance method; trapezoidal fuzzy number.
File-URL: http://www.inderscience.com/link.php?id=126291
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Handle: RePEc:ids:ijsoma:v:43:y:2022:i:1:p:125-144

Template-Type: ReDIF-Article 1.0
Author-Name: A. Hussain Lal
Author-X-Name-First: A. Hussain
Author-X-Name-Last: Lal
Author-Name: R. Jeyapaul
Author-X-Name-First: R.
Author-X-Name-Last: Jeyapaul
Author-Name: A. Noorul Haq
Author-X-Name-First: A. Noorul
Author-X-Name-Last: Haq
Title: Minimising the tardiness in open shop scheduling problems using variants of the firefly algorithm and genetic algorithm
Abstract:
Scheduling is an important feature in a production planning and control system. Scheduling problems in a shop floor are classified into three broad categories as flow shop scheduling, job shop scheduling and open shop scheduling. A number of research works have been carried out in flow shop and job shop scheduling problems. An abstract has been made in this work to optimise the performance criteria minimising of tardiness for an open shop scheduling problem. The problem consists of 'n' jobs and 'm&amp; machines in an open shop scheduling environment. The two meta-heuristic algorithms firefly and genetic algorithm have been applied to get the optimal result for the performance criteria. Finally the results are analysed.
Journal: Int. J. of Services and Operations Management
Pages: 72-87
Issue: 1
Volume: 43
Year: 2022
Keywords: open shop; scheduling; firefly algorithm; genetic algorithm; tardiness.
File-URL: http://www.inderscience.com/link.php?id=126292
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Handle: RePEc:ids:ijsoma:v:43:y:2022:i:1:p:72-87

Template-Type: ReDIF-Article 1.0
Author-Name: Sangita Dutta Gupta
Author-X-Name-First: Sangita Dutta
Author-X-Name-Last: Gupta
Author-Name: Pritiraj Brahma
Author-X-Name-First: Pritiraj
Author-X-Name-Last: Brahma
Author-Name: Akhil Jack Regi
Author-X-Name-First: Akhil Jack
Author-X-Name-Last: Regi
Author-Name: Emon Roy
Author-X-Name-First: Emon
Author-X-Name-Last: Roy
Author-Name: Anandarup Kar
Author-X-Name-First: Anandarup
Author-X-Name-Last: Kar
Title: Organisational learning through implementation of knowledge management techniques
Abstract:
Our society is becoming knowledge-based and effective knowledge management is the key to success of any organisation. The purpose of the study is to understand the importance and effectiveness of knowledge management initiatives of academic institutions and future scope of its development by integrating artificial intelligence (AI) taking 'keep learning' of IFIM institutions as a case for reference. Data were collected from the developers of keep learning, IFIM institution to understand the flowchart of the system. The usage feedback/review was assessed across levels of management and users of the system. This case study presents knowledge management not only as a coordinating mechanism but also provides requisite information as how the academic institutions can transform the learning and teaching ecosystem through in the future through effective knowledge management system. The study also considers the role played by knowledge management system of IFIM institution in the current pandemic situation.
Journal: Int. J. of Services and Operations Management
Pages: 109-124
Issue: 1
Volume: 43
Year: 2022
Keywords: knowledge management; artificial intelligence; business school; IFIM; pandemic.
File-URL: http://www.inderscience.com/link.php?id=126293
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Handle: RePEc:ids:ijsoma:v:43:y:2022:i:1:p:109-124

Template-Type: ReDIF-Article 1.0
Author-Name: Mohd Anuar Arshad
Author-X-Name-First: Mohd Anuar
Author-X-Name-Last: Arshad
Author-Name: Arshad Mahmood
Author-X-Name-First: Arshad
Author-X-Name-Last: Mahmood
Author-Name: Muhammad Salman Shabbir
Author-X-Name-First: Muhammad Salman
Author-X-Name-Last: Shabbir
Author-Name: Ahmed Faisal Siddiqi
Author-X-Name-First: Ahmed Faisal
Author-X-Name-Last: Siddiqi
Author-Name: Mazhar Abbas
Author-X-Name-First: Mazhar
Author-X-Name-Last: Abbas
Author-Name: Gadir Sleimany
Author-X-Name-First: Gadir
Author-X-Name-Last: Sleimany
Title: Modelling a multi-objective problem for emergency response in disaster management: emphasising on mitigating the impact of the delay in the crisis severity
Abstract:
Crises that occurred due to unexpected incidents significantly influence the society. Therefore, the availability of appropriate implementation programs in a truly critical context will strengthen the foundation of society in all areas, in one hand and, greatly reduce the financial losses, human casualties, and social, economic and environmental disruptions, on the other hand. Dispatched units should effectively be allocated and scheduled to reduce economic losses during the response phase. This article addresses the crisis logistics, including the processes of estimation, storing and distribution of goods, equipment, services affected people and relief teams, which must be delivered at the right time and in the right place to the appropriate extent and in a scientifically accurate manner with the least problems. This research presents a mathematical multi-objective model for managing natural disasters with a dispatch and control approach in emergency situations. Different emergency situations are discussed with crisis management.
Journal: Int. J. of Services and Operations Management
Pages: 224-240
Issue: 1/2
Volume: 41
Year: 2022
Keywords: disaster management; emergency response; timing; force dispatch and control; math modelling; multi-objective model.
File-URL: http://www.inderscience.com/link.php?id=121690
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Handle: RePEc:ids:ijsoma:v:41:y:2022:i:1/2:p:224-240

Template-Type: ReDIF-Article 1.0
Author-Name: Mohammad Juned
Author-X-Name-First: Mohammad
Author-X-Name-Last: Juned
Author-Name: Jamal A. Farooquie
Author-X-Name-First: Jamal A.
Author-X-Name-Last: Farooquie
Title: VMI adoption in automotive industries: two different perspectives
Abstract:
Vendor managed inventory (VMI) is a collaborative approach to manage inventory-related issues. In this method, the vendor has the privilege and accountability of stock replenishment decisions through consistent automatic inventory or sales data from the buyer. This study attempts to explore critical VMI factors among the buyers and the vendors in Indian automotive supply chains. An attempt is made to compare how professionals and academia perceive VMI implementation. Two separate questionnaires were formulated one for the corporates and another one for the academia. The Wilcoxon signed-rank test was employed for comparing corporates (buyer and vendor) and academic view towards VMI. Further, the t-test was used to investigate any significant difference for challenges and facilitators between the buyers and vendors. The outcomes from this study may help the automotive industry make a positive and efficient relationship between buyers and vendors and thus, enhance the supply chain efficacy.
Journal: Int. J. of Services and Operations Management
Pages: 227-248
Issue: 2
Volume: 43
Year: 2022
Keywords: vendor managed inventory; VMI; automotive supply chain; Wilcoxon signed-rank test.
File-URL: http://www.inderscience.com/link.php?id=126810
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Handle: RePEc:ids:ijsoma:v:43:y:2022:i:2:p:227-248

Template-Type: ReDIF-Article 1.0
Author-Name: Amandeep Dhaliwal
Author-X-Name-First: Amandeep
Author-X-Name-Last: Dhaliwal
Title: Using time motion study to identify the determinants of patient satisfaction and impact of long appointment wait time: an empirical case of radiology department
Abstract:
Long waiting time is an annoyance to the patients and it leads to negative perception of service provider. The study examined the determinants of patient satisfaction index with imaging services being provided by the healthcare provider with an emphasis on the waiting time and service time and overall average waiting time for the patients in radiology department. A cross-sectional time study was conducted using single blind observance of patients who visited the radiology department. Further, root cause analysis (RCA) of the factors leading to longer wait time was undertaken. The results revealed that longer waiting time was negatively associated with patient satisfaction regarding several aspects of the care they received. It is not always possible to prevent dissatisfaction with waiting times by increasing resources such as increasing staffing. However, corrective and preventive action (CAPA)-based best practices and recommendations are outlined to ensure lesser waiting time and higher patient satisfaction.
Journal: Int. J. of Services and Operations Management
Pages: 203-223
Issue: 1/2
Volume: 41
Year: 2022
Keywords: patient satisfaction; time motion study; waiting time; productivity; root cause analysis; RCA; corrective and preventive action; CAPA; regression analysis.
File-URL: http://www.inderscience.com/link.php?id=121691
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Handle: RePEc:ids:ijsoma:v:41:y:2022:i:1/2:p:203-223

Template-Type: ReDIF-Article 1.0
Author-Name: Amal Farouk Soliman
Author-X-Name-First: Amal Farouk
Author-X-Name-Last: Soliman
Author-Name: Mohga AbdElRahman Badran
Author-X-Name-First: Mohga AbdElRahman
Author-X-Name-Last: Badran
Title: Effect of positive psychological capital on service quality management in higher education
Abstract:
The objective of this paper is to extend the boundaries of positive psychological capital to the area of service quality management in higher education. This research addresses the relationship of each of the positive psychological capital (PsyCap) resources of hope, self-efficacy, resilience and optimism and PsyCap as a higher order construct with service quality management. This study proposed a model in which positive psychological capital (PsyCap) affects the perceptions of service quality in the higher educational sector. Structural equation modelling was used to test the hypothesised relationships on a sample of 1,082 students in an Arab regional university &#45; Egypt branch. The findings support a positive relationship between: a) each of the resources of PsyCap, and with each of the dimensions of service quality management; b) PsyCap, as a higher-order multidimensional construct, with each dimension of service quality management and with service quality management.
Journal: Int. J. of Services and Operations Management
Pages: 169-187
Issue: 2
Volume: 43
Year: 2022
Keywords: positive psychological capital; hope; efficacy; resilience; optimism; service quality management in education.
File-URL: http://www.inderscience.com/link.php?id=126811
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Handle: RePEc:ids:ijsoma:v:43:y:2022:i:2:p:169-187

Template-Type: ReDIF-Article 1.0
Author-Name: Mst. Anjuman Ara
Author-X-Name-First: Mst. Anjuman
Author-X-Name-Last: Ara
Author-Name: Md. Tanvir Ahmed
Author-X-Name-First: Md. Tanvir
Author-X-Name-Last: Ahmed
Author-Name: Nilufa Yeasmin
Author-X-Name-First: Nilufa
Author-X-Name-Last: Yeasmin
Title: Optimisation model for simultaneous delivery and pickup vehicle routing problem with time windows
Abstract:
Simultaneous delivery and pickup vehicle routing problem with time windows constrained is studied to improve the performance of logistics management for transporting goods by determining optimum vehicle routes. In forward supply service, a quantity of product is delivered to each customer and another quantity is picked up from customers as a part of reversed logistics. The objective of this model is to determine the efficient vehicle route under cost optimisation including fixed cost, variable cost and penalty cost for being tardy. This study proposes a hybrid genetic algorithm which incorporates three different heuristics for generating initial solution including sweep algorithm, time oriented heuristics and swap heuristic. In order to evaluate the performance of the proposed hybrid genetic algorithm, a comparison study is made with existing genetic algorithm. The results show that the performance of HGA is superior to that of GA in terms of the total cost consumption of vehicle.
Journal: Int. J. of Services and Operations Management
Pages: 145-168
Issue: 2
Volume: 43
Year: 2022
Keywords: cost optimisation; VRPSDP; reverse logistics; hybrid genetic algorithm; HGA; genetic algorithm.
File-URL: http://www.inderscience.com/link.php?id=126812
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Handle: RePEc:ids:ijsoma:v:43:y:2022:i:2:p:145-168

Template-Type: ReDIF-Article 1.0
Author-Name: Rahul Priyadarshi
Author-X-Name-First: Rahul
Author-X-Name-Last: Priyadarshi
Author-Name: Srikanta Routroy
Author-X-Name-First: Srikanta
Author-X-Name-Last: Routroy
Author-Name: Girish Kant Garg
Author-X-Name-First: Girish Kant
Author-X-Name-Last: Garg
Title: Analysis of post-harvest supply chain impediments for rural employability and waste reduction
Abstract:
The tremendous amount of economic losses, welfare losses and distress among the farmers due to produce spoilage and quality losses are a few major concerns in the Indian post-harvest supply chain (PHSC). A study for identifying and analysing the impediments in the post-harvest supply chain was performed to minimise them. The interpretive structural modelling (ISM) was applied on the identified impediments to analyse the interactions among them and matrix cross-reference multiplication applied to a classification (MICMAC) analysis was used to categorise the impediments into four clusters on the basis of driving and dependence power. The key impediments obtained from the analyses are lack of government support, lack of transportation infrastructure and lack of fixation of minimum support price. And their revisions are to be improved with time to improve farmer profitability, rural employability and waste reduction. These impediments appear at the bottom in structural analysis thus hold a prime value among the identified impediments. The utility of this study is stated in the practical implications section, i.e., adaption of value addition practices for onion to reduce the spoilage ratio.
Journal: Int. J. of Services and Operations Management
Pages: 163-183
Issue: 1/2
Volume: 41
Year: 2022
Keywords: impediments for PHSC; value addition; vertical integration; ISM-MICMAC.
File-URL: http://www.inderscience.com/link.php?id=121693
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Handle: RePEc:ids:ijsoma:v:41:y:2022:i:1/2:p:163-183

Template-Type: ReDIF-Article 1.0
Author-Name: Razieh Sadeghee
Author-X-Name-First: Razieh
Author-X-Name-Last: Sadeghee
Author-Name: Mohammad Khalilzadeh
Author-X-Name-First: Mohammad
Author-X-Name-Last: Khalilzadeh
Title: Comparison between the effects of educational programs and quality of working life on product quality
Abstract:
In manufacturing manual jobs, staff skill plays a key role in product quality. The rapid development of various sciences and technologies and its impact on different aspects of enterprises shows the need for training human resources. In this study, the effects of two factors of educational programs and quality of working life on the employees' motivation for improving product quality in a factory manufacturing car accessories were compared. Data were collected through a researcher-made questionnaire, and were analysed by SPSS software. After evaluating the reliability and validity of the questionnaires, the effect of educational program and quality of working life on the three variables of rework, wastage, and customer satisfaction, as the criteria for product quality, were investigated by using SEM with Smart PLS software. The findings showed that the quality of working life was more effective than the educational and training programs based on the product quality indices.
Journal: Int. J. of Services and Operations Management
Pages: 269-286
Issue: 2
Volume: 43
Year: 2022
Keywords: quality of working life; QWL; educational program; employee motivation; product quality; structural equation modelling; SEM.
File-URL: http://www.inderscience.com/link.php?id=126813
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Handle: RePEc:ids:ijsoma:v:43:y:2022:i:2:p:269-286

Template-Type: ReDIF-Article 1.0
Author-Name: G. Jegan Jose
Author-X-Name-First: G. Jegan
Author-X-Name-Last: Jose
Author-Name: S. Prasanna Venkatesan
Author-X-Name-First: S. Prasanna
Author-X-Name-Last: Venkatesan
Author-Name: S. Kumanan
Author-X-Name-First: S.
Author-X-Name-Last: Kumanan
Title: Technicians selection and allocation in field services using a hybrid approach
Abstract:
Field service management (FSM) is to manage and mobilise technicians to customer locations for maintenance of assets. Increasing competition and decreasing margins force manufacturers of industrial equipment to augment with effective field service planning. Technician selection and allocation are essential cornerstones of field service planning. Efficient delivery of field services is a challenging task. Decisions are typically made under a dynamic and uncertain environment with assets installed at geographically dispersed locations. Researchers have explored the heuristics, algorithms and knowledge-based analysis for decision making in technician selection and allocation. Attention is sought to find methods for addressing the selection and allocation of technicians comprehensively. This paper presents a hybrid approach combining the analytic hierarchy process (AHP) integrated with mixed-integer nonlinear programming (MINLP) model to rank and allocate technicians to spatially distributed field services. The objective is to minimise the field service fulfilment cost. An example of a power generating company is presented.
Journal: Int. J. of Services and Operations Management
Pages: 249-268
Issue: 2
Volume: 43
Year: 2022
Keywords: field service management; FSM; technician ranking; allocation; analytic hierarchy process; AHP; mixed integer nonlinear program; MINLP.
File-URL: http://www.inderscience.com/link.php?id=126814
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Handle: RePEc:ids:ijsoma:v:43:y:2022:i:2:p:249-268

Template-Type: ReDIF-Article 1.0
Author-Name: Muhammad Usman Tariq
Author-X-Name-First: Muhammad Usman
Author-X-Name-Last: Tariq
Title: Maintaining sustainable production and service by mitigating impact Industry 4.0 factors in the petroleum and coal sector in Pakistan
Abstract:
The study focuses on analysing the Industry 4.0 factors that have an impact on the sustainable production and services of the petroleum and coal sector in Pakistan. The study aims to resolve the various latest technological issues faced by the industries, especially the petroleum and coal industry of Pakistan. The author used quantitative methods for gathering data by conducting a survey. Seven hundred and twenty-two questionnaires were sent to the employees of the petroleum and coal industries. The method used in the study is partial least square-structural equation modelling (PLS-SEM). Findings of the research help to understand the vital role of Industry 4.0 factors like cloud computing, big data, cyber-physical systems (CPS), the internet of things, and in enhancing the performance that leads to improved production and service delivery. It further promotes team management and shared value creation for managing changes in the 4th industrial revolution.
Journal: Int. J. of Services and Operations Management
Pages: 188-202
Issue: 2
Volume: 43
Year: 2022
Keywords: Industry 4.0; big data; IoT; sustainability; production; service; cloud computing; cyber-physical systems; CPS.
File-URL: http://www.inderscience.com/link.php?id=126815
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Handle: RePEc:ids:ijsoma:v:43:y:2022:i:2:p:188-202

Template-Type: ReDIF-Article 1.0
Author-Name: K.K. Eldose
Author-X-Name-First: K.K.
Author-X-Name-Last: Eldose
Author-Name: B.D. Mayureshwar
Author-X-Name-First: B.D.
Author-X-Name-Last: Mayureshwar
Author-Name: K. Ratna Kumar
Author-X-Name-First: K. Ratna
Author-X-Name-Last: Kumar
Author-Name: R. Sridharan
Author-X-Name-First: R.
Author-X-Name-Last: Sridharan
Title: Markov analysis of academic performance of students in higher education: a case study of an engineering institution
Abstract:
In the global competitive environment faced by educational institutions, operational excellence enables world-class performance. An important task of education planning involves determining the academic progress of students. The present research focuses on the development and analysis of a Markov model to evaluate the academic performance of students in a four-year engineering program in an institution located in India. Initially, the transition probability matrix is developed for the academic progress of students using the frequency matrix obtained from historical data. The probability of movement of students between successive years of the academic program is computed using the transition probabilities. Using Markovian process, the expected number of years spent in a specified transient state before absorption and the probabilities of absorption are determined. The analysis of results reveals that remedial classes and mentoring activities have played a significant role in increasing the graduation probability as well as decreasing the withdrawal probability.
Journal: Int. J. of Services and Operations Management
Pages: 59-81
Issue: 1/2
Volume: 41
Year: 2022
Keywords: academic performance; engineering education; Markov chain.
File-URL: http://www.inderscience.com/link.php?id=121696
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Handle: RePEc:ids:ijsoma:v:41:y:2022:i:1/2:p:59-81

Template-Type: ReDIF-Article 1.0
Author-Name: Aliraza Safarpour Soukhteh Kolaee
Author-X-Name-First: Aliraza Safarpour Soukhteh
Author-X-Name-Last: Kolaee
Author-Name: Rahman Ghaffari
Author-X-Name-First: Rahman
Author-X-Name-Last: Ghaffari
Author-Name: Mohammad Mahdi Ahmadian Divkoti
Author-X-Name-First: Mohammad Mahdi Ahmadian
Author-X-Name-Last: Divkoti
Title: The impact of open service innovation on perceived service quality of customer in Sari Municipality
Abstract:
The purpose of the present study was to evaluate the impact of open service innovation on perceived service quality from the viewpoint of clients in Sari Municipality. The present study is applied in terms of purpose, and in terms of research methodology, it is descriptive-survey and cross-sectional. The statistical population includes employees (570 people) and clients of Sari Municipality. In addition, there were an unlimited number of clients. The number of samples in both groups was 384 by relative class sampling method. The data was collected by using a questionnaire and was analysed by using SPSS and AMOS software and confirmatory factor analysis. The results showed that open service innovation, employee components, organisational culture, recruitment and investment capacity in R&#36;D, have significant and positive effect on quality of perception services. However, intellectual property, technology infrastructure and communication and participation capabilities have no significant effect on the quality of perceived services.
Journal: Int. J. of Services and Operations Management
Pages: 203-226
Issue: 2
Volume: 43
Year: 2022
Keywords: open service innovation; perceived service quality; Sari Municipality.
File-URL: http://www.inderscience.com/link.php?id=126816
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Handle: RePEc:ids:ijsoma:v:43:y:2022:i:2:p:203-226

Template-Type: ReDIF-Article 1.0
Author-Name: John Willmer Escobar
Author-X-Name-First: John Willmer
Author-X-Name-Last: Escobar
Author-Name: José Luis Ramírez Duque
Author-X-Name-First: José Luis Ramírez
Author-X-Name-Last: Duque
Author-Name: Alejandro López Vélez
Author-X-Name-First: Alejandro López
Author-X-Name-Last: Vélez
Author-Name: Mauricio Aguilar
Author-X-Name-First: Mauricio
Author-X-Name-Last: Aguilar
Title: A multi-objective mathematical model for the design of a closed cycle green distribution network of mass consumption products
Abstract:
This paper considers the optimisation of a multi-objective supply chain of mass consumer products considering the maximisation of profit and minimising the environmental criteria for designing a closed green cycle distribution network. The objective is to determine the closure and consolidation of facilities and determine product flow for the system. The mathematical model's efficiency has been proved with real information obtained from a Colombian multinational company. The obtained results confirm the model's effectiveness and the positive aspects determining the environmental impact on gas emissions related to the type of used transportation modes and the expected profit of the company's case study.
Journal: Int. J. of Services and Operations Management
Pages: 114-141
Issue: 1/2
Volume: 41
Year: 2022
Keywords: multi-objective mathematical model; supply chain; transport logistics operations; pollutant emission.
File-URL: http://www.inderscience.com/link.php?id=121697
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Handle: RePEc:ids:ijsoma:v:41:y:2022:i:1/2:p:114-141

Template-Type: ReDIF-Article 1.0
Author-Name: Mahesh Chand Garg
Author-X-Name-First: Mahesh Chand
Author-X-Name-Last: Garg
Author-Name: Parveen Kumar
Author-X-Name-First: Parveen
Author-X-Name-Last: Kumar
Title: Gap between expectation and perception of customers about e-banking services for each service quality dimensions in selected public and private sector banks in India
Abstract:
This paper analysed the gap between expectation and perception of customers about e-banking services for each service quality dimensions in selected public and private sector banks in India. For this study, a sample of top ten public and top ten private scheduled commercial banks has been taken from three selected cities of National Capital Region of India. A sample size of 600 customers selected taking ten customers from each bank by using non-probability convenience sampling through well-structured questionnaire and 578 questionnaires were used in final analysis. Service quality model (SERVQUAL) was used for analysing the gap between expectation and perception of customers about e-banking service. The study found that service quality in e-banking system of selected public banks for six dimensions (tangibility, reliability, responsiveness, empathy, efficiency and privacy) was better in comparison to selected private banks. For assurance aspect, private banks had higher service quality in comparison to public sector banks.
Journal: Int. J. of Services and Operations Management
Pages: 525-538
Issue: 4
Volume: 42
Year: 2022
Keywords: e-banking; Indian banking; service quality model; SERVQUAL; service quality; India.
File-URL: http://www.inderscience.com/link.php?id=125026
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Handle: RePEc:ids:ijsoma:v:42:y:2022:i:4:p:525-538

Template-Type: ReDIF-Article 1.0
Author-Name: Berty Argiyantari
Author-X-Name-First: Berty
Author-X-Name-Last: Argiyantari
Author-Name: Togar M. Simatupang
Author-X-Name-First: Togar M.
Author-X-Name-Last: Simatupang
Author-Name: Mursyid Hasan Basri
Author-X-Name-First: Mursyid Hasan
Author-X-Name-Last: Basri
Title: The lean framework for supporting the pharmaceutical supply chain transformation
Abstract:
The lean principle is a system proven to address the current challenges of the pharmaceutical supply chain by eliminating waste in its processes. This study aims to identify the key success factors in lean supply chain implementation and the development of a guiding framework for the pharmaceutical industry to construct a lean supply chain. These represent phenomena, which have yet to be addressed in the existing academic literature. In order to gain a perspective derived from real-life practice, experts were involved in developing and validating the frameworks, which can help to identify the limitations on implementing a lean supply chain in real life. The frameworks demonstrate the alignment of these elements as key success factors and provide considerable invaluable support for the transformation underpinning operational success, while also contributing to a broadening of the existing limited body of knowledge relating to pharmaceutical lean supply chains.
Journal: Int. J. of Services and Operations Management
Pages: 454-479
Issue: 4
Volume: 42
Year: 2022
Keywords: lean supply chain; pharmaceutical; lean principle; framework; supply chain.
File-URL: http://www.inderscience.com/link.php?id=125027
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Handle: RePEc:ids:ijsoma:v:42:y:2022:i:4:p:454-479

Template-Type: ReDIF-Article 1.0
Author-Name: P.S. Rajeswari
Author-X-Name-First: P.S.
Author-X-Name-Last: Rajeswari
Author-Name: P. Suganthi
Author-X-Name-First: P.
Author-X-Name-Last: Suganthi
Title: Development, measurement and validation of customer churn scale in Indian mobile services
Abstract:
Indian mobile services endeavour to be the second largest stand in the worlds' rank with the proliferated subscription. Mobile operators surface ceaseless competition with a vibrant market scenario as customer churn rates are acute. The study inducted to develop measures and validate the scale of customer churn in the Indian mobile services sector. A total of 1,102 customers were surveyed and structural equation modelling was instrumented to authenticate the reliability and validity of the customer churn scale. Price, corporate image, service quality, and customer relationship management have emerged as significant factors to influence the churn behaviour of customers in the Indian telecom sector. Even though mobile operators devise proactive strategies by investing and devising customer retention campaigns, they could not resist the ascending churn rates. This research paper recommends a validated scale to predict the customer churn in the Indian mobile services sector as it is proliferating as well as the exponent in predominant churn rates. This unique study would encompass the contribution to the comprehensive development of customer churn scale in the Indian mobile services sector.
Journal: Int. J. of Services and Operations Management
Pages: 295-314
Issue: 3
Volume: 42
Year: 2022
Keywords: customer churn; mobile services; corporate image; price; service quality; customer relationship management; CRM.
File-URL: http://www.inderscience.com/link.php?id=124272
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Handle: RePEc:ids:ijsoma:v:42:y:2022:i:3:p:295-314

Template-Type: ReDIF-Article 1.0
Author-Name: Tariq Aziz
Author-X-Name-First: Tariq
Author-X-Name-Last: Aziz
Author-Name: Lamay Bin Sabir
Author-X-Name-First: Lamay Bin
Author-X-Name-Last: Sabir
Title: Do inventory dynamics predict stock returns? An empirical examination of Indian manufacturing firms
Abstract:
This paper aims to examine the relationship between inventory dynamics and long-term future stock returns in the Indian stock market both at the aggregate market and industry-level. The authors follow the portfolio formation methodology to probe the link between inventory metrics and stock returns. The results show that higher abnormal inventory growth is associated with lower future stock returns. This effect is heterogeneous across industries and exists primarily in automobile, textile, agriculture products and plastic products industries. Further, inventory turnover exhibits a weak relation with the future stocks returns implying that this information is already incorporated in the prices. The results show that abnormal inventory growth contains information regarding future stock returns and hence this result has implications for investors. This study extends the empirical literature on the relationship between inventory related metrics and stock returns in general and fills the empirical void in the Indian context on the same.
Journal: Int. J. of Services and Operations Management
Pages: 397-421
Issue: 3
Volume: 42
Year: 2022
Keywords: inventory management; inventory dynamics; long-term stock returns.
File-URL: http://www.inderscience.com/link.php?id=124273
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Handle: RePEc:ids:ijsoma:v:42:y:2022:i:3:p:397-421

Template-Type: ReDIF-Article 1.0
Author-Name: Ahmet Demir
Author-X-Name-First: Ahmet
Author-X-Name-Last: Demir
Title: Impact of internal marketing on the customer perceptions in SMEs
Abstract:
Most of the studies on internal marketing and customer perception relations have conducted survey questionnaires only among employees. It is estimated that this methodology increases the risk of biases in evaluation. Secondly, if employees evaluate the estimated perceptions of their customers, it might mean seeing things through rose coloured spectacles. The current study investigates the impact of internal marketing on customer perceptions. A dual questionnaire has been used for the study; one for the employees and another for customers. We have asked employees about internal marketing practices in their firms and perceptions to customers for the concerning firm. The results have shown that rewarding and motivational practices were the most important drivers, which influence the service quality, corporate image, and customer satisfaction. Besides, empowerment of employees had a significantly negative impact on the customer perceptions. The reasons and implications are explained in the paper.
Journal: Int. J. of Services and Operations Management
Pages: 379-396
Issue: 3
Volume: 42
Year: 2022
Keywords: internal marketing; motivation; empowerment; communication; rewarding; training; customer perceptions; service quality; corporate image; customer satisfaction.
File-URL: http://www.inderscience.com/link.php?id=124275
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Handle: RePEc:ids:ijsoma:v:42:y:2022:i:3:p:379-396

Template-Type: ReDIF-Article 1.0
Author-Name: Talhah Shamshad Ansari
Author-X-Name-First: Talhah Shamshad
Author-X-Name-Last: Ansari
Author-Name: Noor Zaman Khan
Author-X-Name-First: Noor Zaman
Author-X-Name-Last: Khan
Author-Name: Annayath Maqbool
Author-X-Name-First: Annayath
Author-X-Name-Last: Maqbool
Author-Name: Zahid A. Khan
Author-X-Name-First: Zahid A.
Author-X-Name-Last: Khan
Author-Name: Rajesh Attri
Author-X-Name-First: Rajesh
Author-X-Name-Last: Attri
Title: Ranking model for human seating comfort factors in automobiles: a best worst approach
Abstract:
Comfortable seating in an automobile has become a necessity for travellers, rather than a luxury. Seating comfort is essentially important for the health and safety of the automobile occupants. Several factors influence human seating comfort and therefore, this paper identifies them through comprehensive literature survey and experts' opinion. Thirty-two such factors are identified and they are categorised into five main categories. Subsequently, optimal weights of these factors are computed using a novel multi-criteria decision making (MCDM) method, i.e., the best-worst method (BWM) based on which they are ranked so as to establish their importance concerning human seating comfort. Further, sensitivity analysis is carried out to ensure the robustness of the ranking results. This study is expected to assist design engineers and researchers in understanding the importance of the factors affecting human seating comfort in automobiles so that they can tackle them strategically to provide the desired seating comfort to the occupants.
Journal: Int. J. of Services and Operations Management
Pages: 353-378
Issue: 3
Volume: 42
Year: 2022
Keywords: human seating comfort factors; multi-criteria decision making; best-worst method; ranking; sensitivity analysis.
File-URL: http://www.inderscience.com/link.php?id=124276
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Handle: RePEc:ids:ijsoma:v:42:y:2022:i:3:p:353-378

Template-Type: ReDIF-Article 1.0
Author-Name: Saška Gavrilovska
Author-X-Name-First: Saška
Author-X-Name-Last: Gavrilovska
Author-Name: Balasundram Maniam
Author-X-Name-First: Balasundram
Author-X-Name-Last: Maniam
Title: The glass ceiling phenomenon in the US and EU labour market: a comparative study
Abstract:
The paper will explore the issue of the glass ceiling phenomenon that implies discriminatory actions toward women and minorities in the workplace. The invisible barrier prevents women and minorities from climbing above a certain level in the organisational chain of command. The purpose of the paper is to confirm the presence and identify the cause of the glass ceiling through an examination of its effects in the labour market. Hence, this is a comparative analysis paper of the glass ceiling phenomenon in the labour market in two different areas, the US and the EU. The historical literature selected indicates the constant progress of women and minorities in the middle management positions; however, little to no progress in the top management positions. The paper further explores possible explanations of the glass ceiling phenomenon such as personality difference, discrimination, and challenges of motherhood/childcare.
Journal: Int. J. of Services and Operations Management
Pages: 422-438
Issue: 3
Volume: 42
Year: 2022
Keywords: glass ceiling; discriminatory actions; women; minorities; labour-market; US; EU; cause and effect.
File-URL: http://www.inderscience.com/link.php?id=124282
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Handle: RePEc:ids:ijsoma:v:42:y:2022:i:3:p:422-438

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 impact of total quality management by mediator's compliance and information technology on education performance in secondary schools Iraq
Abstract:
Total quality management (TQM) plays a significant role in the improvement and development of education performance (EP) in state institutions. There are many problems facing education. First, the lack of TQM implementation in secondary schools has resulted in poor education performance. Second, lack of compliance by stakeholders in the implementation of TQM has exacerbated the issues. Third, poor implementation of information technology (IT) to boost education performance in Iraq necessitated embarking on this research. Fourth, weakness in education performance was another associated problem in Iraqi educational system. This study aims to improve education performance in secondary schools. This study has used Statistical Package for Social Sciences (SPSS), SamrtPLS 3, and quantitative survey. There is a significant relationship between TQM and EP, with information technology (IT) and compliance (CO) as mediators in the secondary schools in Iraq.
Journal: Int. J. of Services and Operations Management
Pages: 82-101
Issue: 1/2
Volume: 41
Year: 2022
Keywords: total quality management; TQM; education performance; compliance; information technology; Iraq.
File-URL: http://www.inderscience.com/link.php?id=121723
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Handle: RePEc:ids:ijsoma:v:41:y:2022:i:1/2:p:82-101

Template-Type: ReDIF-Article 1.0
Author-Name: Ana Carla De Souza Gomes Dos Santos
Author-X-Name-First: Ana Carla De Souza Gomes Dos
Author-X-Name-Last: Santos
Author-Name: Thamirys Da Silva Sena Souza
Author-X-Name-First: Thamirys Da Silva Sena
Author-X-Name-Last: Souza
Author-Name: Letícia Ali Figueiredo Ferreira
Author-X-Name-First: Letícia Ali Figueiredo
Author-X-Name-Last: Ferreira
Author-Name: Sérgio Augusto Faria Salles
Author-X-Name-First: Sérgio Augusto Faria
Author-X-Name-Last: Salles
Author-Name: Layanne Andrade Mendonça
Author-X-Name-First: Layanne Andrade
Author-X-Name-Last: Mendonça
Author-Name: Augusto Da Cunha Reis
Author-X-Name-First: Augusto Da Cunha
Author-X-Name-Last: Reis
Title: Quality assessment of Brazilian fast-food business services
Abstract:
This paper aims to measure the quality of service provided by fast-food companies from the Brazilian university students' perspectives. A questionnaire was conducted based on ServQual, and a five-point Likert scale was used to assess the expectations and perceptions of the items analysed. Multivariate analyses were applied to treat redundant items, eliminate those that briefly explain the data variability, and determine new categorisations. As a result, it was noticed that expectations were not met on any dimensions or items. The reliability and tangibility dimensions obtained the worst performance and need special attention since they can mostly negatively impact customer loyalty and overall satisfaction. The terms 'fast order delivery', 'quick table cleaning' and 'efficient supplying' were the worst assessed within these dimensions and might require more improvements. After the multivariate analyses, the proposed conceptual model remained with three previous dimensions (empathy, responsiveness, and reliability), and three new dimensions emerged (convenience, aesthetics, and assurance). This work contributes to the literature by identifying the most critical aspects and items and the integration of ServQual and multivariate analyses to treat and reorganise the items and dimensions of quality in fast-food services.
Journal: Int. J. of Services and Operations Management
Pages: 30-58
Issue: 1/2
Volume: 41
Year: 2022
Keywords: service quality; fast-food; ServQual; multivariate analysis; Brazil.
File-URL: http://www.inderscience.com/link.php?id=121724
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Handle: RePEc:ids:ijsoma:v:41:y:2022:i:1/2:p:30-58

Template-Type: ReDIF-Article 1.0
Author-Name: Tatavarty Guru Sant
Author-X-Name-First: Tatavarty Guru
Author-X-Name-Last: Sant
Title: Distribution channel coordination in green supply chain management in the presence of price premium effects
Abstract:
Analytical studies in green supply chain management have often considered that green orientation of the product and processes help organisations in many ways through benefits such as branding and ability to charge price premium. In this paper, an interview-based survey of industry experts and academicians working in green supply chain management was conducted to explore the greening initiatives taken by the companies. It is also explored that how manufacturers and retailers are coordinating the efforts of greening in the supply chain. The results obtained from modelling specific to the price premium effect of greening on various parameters such as price sensitivity, effectiveness of greening efforts and cost of greening, on the optimal pricing and efforts decisions by the channel partners are analysed and compared from industry practice perspective. Further, the obtained results are summarised and presented in the form of different case studies for projecting its academic and practical implication.
Journal: Int. J. of Services and Operations Management
Pages: 142-162
Issue: 1/2
Volume: 41
Year: 2022
Keywords: green supply chain management; channel coordination; optimisation; case study.
File-URL: http://www.inderscience.com/link.php?id=121725
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Handle: RePEc:ids:ijsoma:v:41:y:2022:i:1/2:p:142-162

Template-Type: ReDIF-Article 1.0
Author-Name: Bharti Ramtiyal
Author-X-Name-First: Bharti
Author-X-Name-Last: Ramtiyal
Author-Name: Deepak Verma
Author-X-Name-First: Deepak
Author-X-Name-Last: Verma
Author-Name: Ajay Pal Singh Rathore
Author-X-Name-First: Ajay Pal Singh
Author-X-Name-Last: Rathore
Title: Assessing the degree of perceived risk in adoption of mobile payment system by retailers in India
Abstract:
Mobile payment system (MPS) is an integral component of service delivery system in almost every service organisation and in order to achieve operational excellence (OpEx) in services, one needs a tool to assess the underlying perceived risk with a given retailer segment. MPS is important in terms of economics, security and the productivity of a business. This study assesses the degree of PR in adoption of MPS by various types of retailers in Indian context. The study first prioritises various factors of PR from a retailer's point of view using fuzzy analytic hierarchy process (FAHP). Further, using the output of FAHP the degree of PR in adoption of MPS is established for three formats of retailing. Additionally, it supports small retailer's base by creating more awareness among government bodies and managers as to how to reduce the PR associated with MPS and take a step towards achieving OpEx in service delivery system.
Journal: Int. J. of Services and Operations Management
Pages: 8-29
Issue: 1/2
Volume: 41
Year: 2022
Keywords: mobile payment system; MPS; perceived risk; retailers; fuzzy analytic hierarchy process; FAHP; service delivery system.
File-URL: http://www.inderscience.com/link.php?id=121726
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Handle: RePEc:ids:ijsoma:v:41:y:2022:i:1/2:p:8-29

Template-Type: ReDIF-Article 1.0
Author-Name: Juliana Maria Magalhães Christino
Author-X-Name-First: Juliana Maria Magalhães
Author-X-Name-Last: Christino
Author-Name: Érico Aurélio Abreu Cardozo
Author-X-Name-First: Érico Aurélio Abreu
Author-X-Name-Last: Cardozo
Author-Name: Renata Petrin
Author-X-Name-First: Renata
Author-X-Name-Last: Petrin
Author-Name: Alexandre De Pádua Carrieri
Author-X-Name-First: Alexandre De Pádua
Author-X-Name-Last: Carrieri
Author-Name: Juliana Oselieri Silva
Author-X-Name-First: Juliana Oselieri
Author-X-Name-Last: Silva
Title: Understanding the adoption of co-working spaces
Abstract:
Due to the particularities of this business model and its recentness in emerging countries, the main purpose of this study is to analyse the antecedents that impact the consumers' intention to use co-working spaces and their use behaviour among Brazilians who use shared workspaces. Considering this, we have adapted the unified theory of acceptance and use of technology 2 (UTAUT2) model by adding the motivational factors concerning the use of co-working space to increase the explanatory capacity of the model and find evidence on how to increase the attractiveness and effectiveness of this business. For this purpose, a survey with 259 users was conducted. Data analysis was performed with the Smart-PLS software, used for structural equations modelling (SEM). The main findings of this research indicate that performance expectancy, effort expectancy, social influence, hedonic motivation, habit, independence, work environment, and networking have a significant impact on the intention to use co-working spaces and the consumers' use behaviour.
Journal: Int. J. of Services and Operations Management
Pages: 315-338
Issue: 3
Volume: 42
Year: 2022
Keywords: co-working; intention to use; use behaviour; UTAUT2.
File-URL: http://www.inderscience.com/link.php?id=124286
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Handle: RePEc:ids:ijsoma:v:42:y:2022:i:3:p:315-338

Template-Type: ReDIF-Article 1.0
Author-Name: S. Yamini
Author-X-Name-First: S.
Author-X-Name-Last: Yamini
Title: Supply chain contracts with price and effort dependent demand
Abstract:
Supply chain contracts play a crucial role in enhancing the productivity and performance of the system. Manufacturers often use returns policy as a mechanism for encouraging the retailers to stock more and to insure them against excess inventory. This study considers the distribution of goods in a supply chain, where the demand is dependent on promotional effort and selling price. Using a game theoretic framework, the paper presents an assessment of the strategic effect of two contracts namely, wholesale price policy and returns policy and it also highlights its implications on profitability. The ability of returns policy with price and effort dependent demand function to achieve coordination in the supply chain is analysed. The results from the mathematical model demonstrate that it is difficult to coordinate the supply chain using returns policy when the demand is influenced by promotional effort and selling price.
Journal: Int. J. of Services and Operations Management
Pages: 184-202
Issue: 1/2
Volume: 41
Year: 2022
Keywords: supply chain contracts; price dependent demand; effort dependent demand; returns policy; supply chain coordination.
File-URL: http://www.inderscience.com/link.php?id=121727
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Handle: RePEc:ids:ijsoma:v:41:y:2022:i:1/2:p:184-202

Template-Type: ReDIF-Article 1.0
Author-Name: Amrutha Renganathan
Author-X-Name-First: Amrutha
Author-X-Name-Last: Renganathan
Author-Name: G. Srinivasan
Author-X-Name-First: G.
Author-X-Name-Last: Srinivasan
Title: Completion time variance and the product rate variation problem
Abstract:
Just-in-time manufacturing necessitates finding short repeated sequences of products. The literature addressed this mixed model scheduling objective using the product rate variation (PRV), which maximises the deviation between the actual proportions and ideal proportions of jobs in the sequence. Researchers have reported application of PRV minimisation in manufacturing as well as in service industry. In this paper, we address this problem considering the completion times of the jobs in the sequence instead of the PRV, and show instances where maximising the sum of completion time variances (SCTVs) is an effective alternative to PRV for the mixed model sequencing problem. We propose algorithms using tabu search and genetic algorithms to solve the SCTV problem and show computational results.
Journal: Int. J. of Services and Operations Management
Pages: 102-113
Issue: 1/2
Volume: 41
Year: 2022
Keywords: just-in-time; sequence processing; variance; product rate variation; PRV; repetition value; correlation; sum of variance.
File-URL: http://www.inderscience.com/link.php?id=121729
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Handle: RePEc:ids:ijsoma:v:41:y:2022:i:1/2:p:102-113

Template-Type: ReDIF-Article 1.0
Author-Name: Hamid Faraghian
Author-X-Name-First: Hamid
Author-X-Name-Last: Faraghian
Author-Name: Hossein Rezaie Dolatabadi
Author-X-Name-First: Hossein Rezaie
Author-X-Name-Last: Dolatabadi
Author-Name: Majid Esmaelian
Author-X-Name-First: Majid
Author-X-Name-Last: Esmaelian
Title: Model design for factors affecting the packaging of Iranian fruit and vegetables for export
Abstract:
Packaging is one of the most substantial and determinative processes of goods consumption and supply, which can be a competitive advantage in comparison with rivals. Foodstuff packaging ensures that export products are sent to the considered destination without any problem. Moreover, proper packaging of goods and customer satisfaction would boost the sale rate in target markets. This study aimed at designing a model for factors affecting the packaging of agricultural products for export. In order to present a new and comprehensive research in the export and packaging field, qualitative method and qualitative content analysis approach were used. In qualitative content analysis method, experts in the field of packaging and export, businessmen, and top managers of companies that work in fruits and vegetables export were interviewed to identify factors affecting export agricultural goods packaging. Variables were identified by using theme analysis method through MAXQDA Software. The obtained results indicated that factors affecting the packaging include seven categories: environmental factors, physical characteristics, shipping terms, rules and regulations, export destination features, product information, and product type.
Journal: Int. J. of Services and Operations Management
Pages: 339-352
Issue: 3
Volume: 42
Year: 2022
Keywords: product packaging; product export; farmer's crop; model design; theme analysis.
File-URL: http://www.inderscience.com/link.php?id=124311
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Handle: RePEc:ids:ijsoma:v:42:y:2022:i:3:p:339-352

Template-Type: ReDIF-Article 1.0
Author-Name: Santanu Mandal
Author-X-Name-First: Santanu
Author-X-Name-Last: Mandal
Author-Name: Sreejith Nair
Author-X-Name-First: Sreejith
Author-X-Name-Last: Nair
Author-Name: Arjun Sreedhar
Author-X-Name-First: Arjun
Author-X-Name-Last: Sreedhar
Author-Name: Uthra Vijeshwari
Author-X-Name-First: Uthra
Author-X-Name-Last: Vijeshwari
Title: Exploring the impact of orientations on hospital-supplier collaboration: an empirical study
Abstract:
With increasing complexity in healthcare service supply chain operations, there is a dire need to critically examine the enablers of collaboration in a hospital-supplier setting. While studies have stressed the importance of collaboration in service SCs, still the importance of strategic orientations are yet to be explored in the development of hospital-supplier collaboration. We focused on four such strategic orientations relevant for healthcare SCs: technology orientation, supply chain orientation, learning orientation and environmental orientation in developing hospital-supplier collaboration. Furthermore, we also explore the inter-relationships among these orientations. Perceptual responses collected from 92 hospital managers were analysed using SmartPLS 2.0.M3. Results suggested technology, supply chain and learning orientations as prominent enablers for hospital-supplier collaboration. Environmental orientation may inhibit the collaboration process if both parties do not agree on environmental issues. Implications were provided for theory and practice.
Journal: Int. J. of Services and Operations Management
Pages: 52-74
Issue: 1
Volume: 42
Year: 2022
Keywords: healthcare; collaboration; orientation; technology; supply chain; learning; environmental.
File-URL: http://www.inderscience.com/link.php?id=123064
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Handle: RePEc:ids:ijsoma:v:42:y:2022:i:1:p:52-74

Template-Type: ReDIF-Article 1.0
Author-Name: Despoina D. Ntio
Author-X-Name-First: Despoina D.
Author-X-Name-Last: Ntio
Author-Name: Michael I. Vidalis
Author-X-Name-First: Michael I.
Author-X-Name-Last: Vidalis
Author-Name: Stylianos I. Koukoumialos
Author-X-Name-First: Stylianos I.
Author-X-Name-Last: Koukoumialos
Author-Name: Alexandros C. Diamantidis
Author-X-Name-First: Alexandros C.
Author-X-Name-Last: Diamantidis
Title: Analysis of a multi-echelon supply chain network with Erlang replenishments, (<i>s</i>, <i>S</i>) inventory policies, lost sales and Poisson external demand
Abstract:
This manuscript examines a serial multi-echelon inventory system with &lt;i&gt;N&lt;/i&gt;, &lt;i&gt;N&lt;/i&gt; &#8805; 2 stages. The last stage satisfies Poisson external demand that is equal to one product unit. Each stage of the system places orders to its immediate upstream stage based on a reorder point-order quantity inventory control policy (&lt;i&gt;s&lt;/i&gt;, &lt;i&gt;S&lt;/i&gt;). The replenishment rate of every stage to its immediate downstream stage follows the Erlang distribution with &lt;i&gt;K&lt;/i&gt; phases. A continuous time Markov process with discrete states is used to analyze the examined system and an algorithm that creates the transition probabilities matrix is also presented. Using the stationary probabilities of the Markov chain, important performance measures of the system such as the fill rate and the average inventory, among others can be evaluated. Additionally, the best configuration of the system to minimise a total cost function that considers holding, transit and stockout costs is also explored.
Journal: Int. J. of Services and Operations Management
Pages: 75-102
Issue: 1
Volume: 42
Year: 2022
Keywords: continuous review inventory policy; supply chain management; Markov processes; performance evaluation.
File-URL: http://www.inderscience.com/link.php?id=123066
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Handle: RePEc:ids:ijsoma:v:42:y:2022:i:1:p:75-102

Template-Type: ReDIF-Article 1.0
Author-Name: Kit Yeng Sin
Author-X-Name-First: Kit Yeng
Author-X-Name-Last: Sin
Author-Name: Muhammad Shahar Jusoh
Author-X-Name-First: Muhammad Shahar
Author-X-Name-Last: Jusoh
Author-Name: Choon Ling Sim
Author-X-Name-First: Choon Ling
Author-X-Name-Last: Sim
Title: The effects of total quality management practices on sustainable performance: perspective from Malaysia
Abstract:
This study seeks to investigate the relationship between total quality management (TQM) practices and sustainable performance. Data were collected from 4- and 5-stars hotels in Malaysia from June to December 2018. Based on a sample of 121 valid responses, empirical results indicate that TQM practices have significant and positive impacts on sustainable performance, encompassing economic performance, environmental performance and social performance. These practices could be considered as critical quality management practices that significantly contribute to sustainability goals. This study enriches the literature on quality management and sustainability management, as well as provides some important insights into the effective allocation of resources to achieve sustainable development goals.
Journal: Int. J. of Services and Operations Management
Pages: 1-31
Issue: 1
Volume: 42
Year: 2022
Keywords: total quality management; TQM; sustainable performance; hotel.
File-URL: http://www.inderscience.com/link.php?id=123067
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Handle: RePEc:ids:ijsoma:v:42:y:2022:i:1:p:1-31

Template-Type: ReDIF-Article 1.0
Author-Name: Ali Zeb
Author-X-Name-First: Ali
Author-X-Name-Last: Zeb
Author-Name: Nor Hazana Abdullah
Author-X-Name-First: Nor Hazana
Author-X-Name-Last: Abdullah
Author-Name: Khawar Hussain
Author-X-Name-First: Khawar
Author-X-Name-Last: Hussain
Author-Name:  Misnah
Author-X-Name-First: 
Author-X-Name-Last: Misnah
Title: Competing value framework model of organisational culture and job performance: an examination of the mediating role of HPHR practices
Abstract:
This study reported the relationships between competing value framework (CVF) model of organisational culture and job performance through the mediating role of high-performance human resource (HPHR) practices. A quantitative research approach was adopted and data was collected through structured questionnaires from employees working in public telecom company in Pakistan. The partial least square structural equation modelling was employed for the analyses. The results of the study showed that three culture typologies of CVF; adhocracy, market, and culture have significant effects on job performance while hierarchy culture has an insignificant influence on job performance. Extensive training and incentive reward partially mediated the relationships between market culture and job performance. Furthermore, relationships between clan culture, market culture and job performance were partially mediated by selective staffing and extensive training. The CVF model of organisational culture provides a supportive framework for enhancing job performance through HRPR.
Journal: Int. J. of Services and Operations Management
Pages: 103-128
Issue: 1
Volume: 42
Year: 2022
Keywords: organisational culture; HPHR practices; job performance; telecom industry.
File-URL: http://www.inderscience.com/link.php?id=123069
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Handle: RePEc:ids:ijsoma:v:42:y:2022:i:1:p:103-128

Template-Type: ReDIF-Article 1.0
Author-Name: Pardeep Gupta
Author-X-Name-First: Pardeep
Author-X-Name-Last: Gupta
Author-Name: Sachit Vardhan
Author-X-Name-First: Sachit
Author-X-Name-Last: Vardhan
Title: Impact of implementing TPM-based tool cost management approach in Indian manufacturing industry
Abstract:
The aim of this paper is to examine the impact of accomplishing tool cost management approach with an objective to reduce the manufacturing cost in a reputed tractor manufacturing company situated in Punjab, India. This company started losing its market share, revenue and operating margins after 2004 because of growing intensive competition within the country. High tooling cost was one of the cost factors towards higher manufacturing cost and to overcome this high tooling cost, the company introduced the concept of &lt;i&gt;tool cost management&lt;/i&gt;. High cost of tools, large tool inventory, and huge machine waiting time for receiving cutting tools were the main causes for high tooling cost. The company remained successful in reducing cost of tools, tool inventory, and machine waiting time for cutting tools. Tool cost management approach helped the industry in reducing the use of a variety of cutting tools by 44%, tool cost reduced by 33.6%, tool inventory lowered by 73.45% and machines waiting time for tools reduced by 77.8% within a period of three years.
Journal: Int. J. of Services and Operations Management
Pages: 229-245
Issue: 2
Volume: 42
Year: 2022
Keywords: total productive maintenance; TPM; business excellence; tool cost management approach; tooling cost; manufacturing cost.
File-URL: http://www.inderscience.com/link.php?id=123332
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Handle: RePEc:ids:ijsoma:v:42:y:2022:i:2:p:229-245

Template-Type: ReDIF-Article 1.0
Author-Name: Varsha Deb
Author-X-Name-First: Varsha
Author-X-Name-Last: Deb
Author-Name: Vasudha Vashisht
Author-X-Name-First: Vasudha
Author-X-Name-Last: Vashisht
Author-Name: Nidhi Arora
Author-X-Name-First: Nidhi
Author-X-Name-Last: Arora
Title: Knowledge base and BOTs &#8211; redefining workforce estimation model
Abstract:
Workforce estimation has always been a challenging task for service organisations. The revenue and profits are directly impacted by the number of resources deployed, thus accurate workforce estimation becomes a key objective for any service. With time, many organisations are taking leap in implementing BOTs or implementing knowledge base for reusability; the workforce estimation also needs changes. This paper first presents application of forecasting models to estimate the workforce requirement for an IT service organisation. As many organisations are promoting the culture of knowledge reuse, this paper later presents how the same model can be modified to forecast the workforce when an organisation implements a knowledge base (KB) for resolving customer's requests/incidents. A detailed implementation of this model is presented using MS Excel. The model presented is generic in nature and can be reused by other organisations having similar type of work or requirement.
Journal: Int. J. of Services and Operations Management
Pages: 267-280
Issue: 2
Volume: 42
Year: 2022
Keywords: knowledge base; KB; forecasting techniques; forecasting error; workforce forecasting; knowledge reuse; ITSM; ITIL; MS Excel Solver; time series; customer relationship management; service level agreement; SLA.
File-URL: http://www.inderscience.com/link.php?id=123333
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Handle: RePEc:ids:ijsoma:v:42:y:2022:i:2:p:267-280

Template-Type: ReDIF-Article 1.0
Author-Name: Shahrokh Banihatam
Author-X-Name-First: Shahrokh
Author-X-Name-Last: Banihatam
Author-Name: Soroush Avakh Darestani
Author-X-Name-First: Soroush Avakh
Author-X-Name-Last: Darestani
Title: The effect of intellectual capital on organisational performance: evidence from Iran
Abstract:
The purpose of the present study is to investigate the effects of structural factors such as intellectual capital and factors dependent on resource-based view on organisational performance. The research statistical population is consisted of pharmaceutical companies located at Rasht Industrial Zone. Structural equations using SPSS22 and SMART PLS2 software were utilised to data analysis. Seven out of the eight hypotheses presented in this study, including the impact of intellectual capital on organisational performance, the impact of intellectual capital on dynamic capabilities, the impact of dynamic capabilities on competitive advantage, the impact of dynamic capabilities on service capabilities, the impact of dynamic capabilities on organisational performance, the impact of dynamic capabilities on organisational performance, and the impact of competitive advantage on organisational performance were statistically confirmed. Also, the impact of service capabilities on organisational performance was not confirmed in pharmaceutical companies located in Rasht Industrial Zone.
Journal: Int. J. of Services and Operations Management
Pages: 176-194
Issue: 2
Volume: 42
Year: 2022
Keywords: intellectual capital; organisational performance; service capabilities; dynamic capabilities; competitive advantage.
File-URL: http://www.inderscience.com/link.php?id=123334
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Handle: RePEc:ids:ijsoma:v:42:y:2022:i:2:p:176-194

Template-Type: ReDIF-Article 1.0
Author-Name: Fabio Cardoso
Author-X-Name-First: Fabio
Author-X-Name-Last: Cardoso
Author-Name: Maria Lucia Galves
Author-X-Name-First: Maria Lucia
Author-X-Name-Last: Galves
Author-Name: Jose Vieira
Author-X-Name-First: Jose
Author-X-Name-Last: Vieira
Title: Deciding on inventory allocation policies in the auto parts Brazilian distribution chain
Abstract:
The purpose of this paper is to evaluate the decision regarding whether to centralise or decentralise the stock of auto parts in Brazilian context. Extensive research was conducted regarding stock allocation policies, with a focus on centralisation and decentralisation, whereas the criteria for this decision were actually validated according to the opinion of Brazilian dealerships. A survey of 119 dealers revealed the important criteria for decision making using the analytic hierarchy process (AHP) approach. Our results demonstrate that dealerships assign high importance to delivery lead time, quality and flexibility in the delivery process from automakers. The results reveal that the simple trade-off between service level and inventory cost does not offer a definite distribution net design regarding stock allocation policies. This paper contributes by showing the criteria related to different types of stock allocations influence the decision regarding whether to centralise an auto parts' distribution chain in Brazil.
Journal: Int. J. of Services and Operations Management
Pages: 246-266
Issue: 2
Volume: 42
Year: 2022
Keywords: stock allocation; centralisation; service level; transportation.
File-URL: http://www.inderscience.com/link.php?id=123335
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Handle: RePEc:ids:ijsoma:v:42:y:2022:i:2:p:246-266

Template-Type: ReDIF-Article 1.0
Author-Name: G. Yoganandan
Author-X-Name-First: G.
Author-X-Name-Last: Yoganandan
Title: Assessment of service quality of private hospitals in Southern India
Abstract:
Service quality measurement enables hospitals to focus on the areas in which they need to focus their energy and efforts. This study was conducted in Salem Region, an important city in the state of Tamil Nadu, located in the Southern India. The responses were collected through a structured and validated questionnaire. The sample size was 200. The study has used SERVQUAL model developed by Parasuraman et al. (1988), a proven data collection instrument, which is widely used by researchers around the world for measuring the service quality gap through a set of 22 statements that measure expectation and patients' perceived experience. The study found that among all the five dimensions, the service quality gap is well pronounced in the assurance dimension. One of the important limitations of this study is that the nature and severity of the patients' disease is not taken into the purview of this study as the pilot study highlighted their unwillingness to reveal such information.
Journal: Int. J. of Services and Operations Management
Pages: 195-206
Issue: 2
Volume: 42
Year: 2022
Keywords: healthcare sector; hospital sector; Salem; service quality; SERVQUAL model; Southern India.
File-URL: http://www.inderscience.com/link.php?id=123336
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Handle: RePEc:ids:ijsoma:v:42:y:2022:i:2:p:195-206

Template-Type: ReDIF-Article 1.0
Author-Name: Zahra Namazian
Author-X-Name-First: Zahra
Author-X-Name-Last: Namazian
Author-Name: Reza Kiani Mavi
Author-X-Name-First: Reza Kiani
Author-X-Name-Last: Mavi
Title: Pharmaceutical supply chain network and competitive distributor location
Abstract:
This paper proposes a bi-level, integer programming, and nonlinear model for the competitive location problems in the pharmaceutical supply chain. Existing and candidate distributors compete to successively service customers in competitive supply chain. It proposes a mathematical model for the Darou Pakhsh pharmaceutical supply chain where the upper level tries to propose the best locations for the distributors and the lower level selects the best distributors to cover the demand areas. The proposed mathematical model presents important factors such as the business share of the market and utility to optimise the competitive distributor location in the case study. Decision-makers are also interested in finding the rank list of distributors; therefore, the MADM method, VIKOR, is proposed to select the best distributors among different alternatives according to critical criteria. Finally, sensitivity analysis is used to analyse the effectiveness of the radius of influence of distributors' parameters on the follower objective function.
Journal: Int. J. of Services and Operations Management
Pages: 151-175
Issue: 2
Volume: 42
Year: 2022
Keywords: competitive facility location problem; pharmaceutical supply chain; game theory; Karush-Kuhn-Tucker conditions; bi-level nonlinear integer programming.
File-URL: http://www.inderscience.com/link.php?id=123338
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Handle: RePEc:ids:ijsoma:v:42:y:2022:i:2:p:151-175

Template-Type: ReDIF-Article 1.0
Author-Name: Niloofar Saadat
Author-X-Name-First: Niloofar
Author-X-Name-Last: Saadat
Author-Name: Nosratoollah Shadnoush
Author-X-Name-First: Nosratoollah
Author-X-Name-Last: Shadnoush
Author-Name: Ehsaneh Nejad Mohammad Nameghi
Author-X-Name-First: Ehsaneh Nejad Mohammad
Author-X-Name-Last: Nameghi
Title: Effect of customer satisfaction, costs, knowledge and awareness, infrastructure and service quality on e-commerce success
Abstract:
This study tended to investigate the effect of customer satisfaction, costs, knowledge and awareness, infrastructure and service quality on e-commerce success. The method was descriptive and correlational using SEM. The statistical population was employees of Hoda Argham Communications Company, 101 of whom participated in the study by census. They responded to customer satisfaction, infrastructures, costs, knowledge and knowledge, service quality, and e-commerce success questionnaires. Reliability and validity of the instruments were assessed using Cronbach's alpha coefficient, composite reliability and confirmatory analysis, diagnostic validity and discriminant validity. The results showed that reliability and validity were acceptable for the instruments. To analyse the data, correlation and SEM were used with SMARTPLS software. The results showed that customer satisfaction had a positive and significant effect on e-commerce success. The effect of knowledge and awareness was positive and significant on e-commerce success. The effect of costs was positive and significant on e-commerce success. The effect of infrastructures was positive and significant on e-commerce success. The effect of service quality was positive and significant on e-commerce success.
Journal: Int. J. of Services and Operations Management
Pages: 32-51
Issue: 1
Volume: 42
Year: 2022
Keywords: customer satisfaction; costs; knowledge and awareness; infrastructure; service quality; ecommerce success.
File-URL: http://www.inderscience.com/link.php?id=123094
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Handle: RePEc:ids:ijsoma:v:42:y:2022:i:1:p:32-51

Template-Type: ReDIF-Article 1.0
Author-Name: Nazia Keerio
Author-X-Name-First: Nazia
Author-X-Name-Last: Keerio
Author-Name: Abd Rahman Ahmad
Author-X-Name-First: Abd Rahman
Author-X-Name-Last: Ahmad
Author-Name: Zaheer Abbas
Author-X-Name-First: Zaheer
Author-X-Name-Last: Abbas
Title: Integrated model of organisational culture and succession planning in the context of higher education institutions: a brief review
Abstract:
The focus of this paper is to explicate the relationship between organisational culture and succession planning in the context of higher education institutions. Organisational culture has influenced several aspects of organisations including when implementing changes. Therefore, institutional leaders have been experiencing challenges on how to manage the organisational culture within higher education institutions. Furthermore, this research paper has been evaluated and critically examines the various empirical models of organisational culture and succession planning from the last decade. This paper is consisted of a systematic literature review and content analysis. The consequences revealed that there is a lack of integrated models on the relationship between organisational culture and succession planning from the perspective of higher education institutions. Therefore, the current study proposed an integrated model of culture-succession based on the competing values framework (CVF) by Cameron and Quinn (1999). Moreover, many ideas were suggested for the theory and methodology development through the review, specifically for the present and future of succession planning.
Journal: Int. J. of Services and Operations Management
Pages: 281-293
Issue: 2
Volume: 42
Year: 2022
Keywords: organisational culture; succession planning; computing values framework; higher education institutions.
File-URL: http://www.inderscience.com/link.php?id=123352
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Handle: RePEc:ids:ijsoma:v:42:y:2022:i:2:p:281-293

Template-Type: ReDIF-Article 1.0
Author-Name: Sardar Mohammad Hashimi
Author-X-Name-First: Sardar Mohammad
Author-X-Name-Last: Hashimi
Author-Name: Nolila Mohd Nawi
Author-X-Name-First: Nolila Mohd
Author-X-Name-Last: Nawi
Author-Name: Norsida Man
Author-X-Name-First: Norsida
Author-X-Name-Last: Man
Author-Name: Khal Mohammad Ahmadzai
Author-X-Name-First: Khal Mohammad
Author-X-Name-Last: Ahmadzai
Title: Influential factors of apricot market supply in Kandahar, Afghanistan
Abstract:
This study focused on factors influencing apricot market supply in Kandahar, Afghanistan with specific objectives to determine the most influential factors influencing apricot market supply. A multi-stage method of sampling was employed to select required apricot sample farmers. Five villages were purposively selected and 102 farmers were surveyed. Explanatory factor and multiple regression analyses were applied. Factor analysis revealed seven underlying factors such as, storage availability, market and variety information, access to credit, cost minimisation, logistical efficiency, price awareness and extension services. These factors were able to explain 79.8% of the variance in the analysis. Based on regression analysis, storage availability, logistical efficiency, price awareness, extension services and farm size were found as the most significant. Findings of the study suggest that the availability of storage, access to credit, extension and other services should be provided by the government to improve effective production and marketing of apricot supply.
Journal: Int. J. of Services and Operations Management
Pages: 207-228
Issue: 2
Volume: 42
Year: 2022
Keywords: apricot; supply quantity; farmers; factor analysis; storage availability; access to credit; Afghanistan.
File-URL: http://www.inderscience.com/link.php?id=123354
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Handle: RePEc:ids:ijsoma:v:42:y:2022:i:2:p:207-228

Template-Type: ReDIF-Article 1.0
Author-Name: Rachanida Rod-iw
Author-X-Name-First: Rachanida
Author-X-Name-Last: Rod-iw
Author-Name: Thanakorn Naenna
Author-X-Name-First: Thanakorn
Author-X-Name-Last: Naenna
Title: Medical supplies lot-sizing with supplier selection in Thailand healthcare supply chain sector
Abstract:
The purpose of this paper is to address lot sizing problems assessed with supplier selection for procurement planning in hospital inventories, with specific attention to medical supplies. This situation is considered multi-product, multi-supplier and multi-discount, in particular for fulfilling hospital (medical staff) demands where conditions of space capacity and budget are limited. A mathematical model is presented for a multi-objective, mixed integer nonlinear program using MATLAB and Lingo to create a generic algorithm that proposes to minimise total costs and maximise quality and commercial service by purchasing period. The mathematical model proposed was tested in a hospital and was successfully applied to provide a solution for lot-sizing supplier selection problems in procurement. This model is validated by sensitivity analysis.
Journal: Int. J. of Services and Operations Management
Pages: 129-150
Issue: 1
Volume: 42
Year: 2022
Keywords: inventory lot-sizing; supplier selection; space capacity; multi-product; multi-discount; Thailand.
File-URL: http://www.inderscience.com/link.php?id=123103
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Handle: RePEc:ids:ijsoma:v:42:y:2022:i:1:p:129-150

Template-Type: ReDIF-Article 1.0
Author-Name: Virupaxi Bagodi
Author-X-Name-First: Virupaxi
Author-X-Name-Last: Bagodi
Title: A small service enterprise: system dynamics study
Abstract:
The dynamic complexity is growing continuously due to the exponential growth in technological innovations. The managers in a business setting find it hard to manage a problem as it does not come alone; it is connected to another set of subsystems. This could be the reason why the list of Fortune 500 companies keeps changing. The mortality rate of the small and medium enterprises in India is also on the rise. The dynamic complexity is hard to handle and requires a radically different approach. System dynamics has been widely used to capture dynamic complexity due to its ability to capture nonlinear relations, delays, interrelations, and interaction among all the elements in a system. A case study was conducted in a service organisation employing system dynamics methodology. It has been systematically demonstrated through policy experimentation how managers fall prey to 'quick-fixes' in real world setting.
Journal: Int. J. of Services and Operations Management
Pages: 485-509
Issue: 4
Volume: 43
Year: 2022
Keywords: service organisation; India; system dynamics; quick-fixes.
File-URL: http://www.inderscience.com/link.php?id=127461
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Handle: RePEc:ids:ijsoma:v:43:y:2022:i:4:p:485-509

Template-Type: ReDIF-Article 1.0
Author-Name: Sahem Nawafleh
Author-X-Name-First: Sahem
Author-X-Name-Last: Nawafleh
Author-Name: Alaa Ahmad Al-Salaiti
Author-X-Name-First: Alaa Ahmad
Author-X-Name-Last: Al-Salaiti
Title: E-government use and rebuilding trust: satisfaction with e-services as a mediator
Abstract:
This study intended to investigate the impact of using e-government on rebuilding the trust of citizen in the government through suggesting satisfaction with e-services as an intermediary variable. A descriptive-quantitative-exploratory approach was adopted by designing a self-administrated questionnaire for data collection purposes. Through convenience sampling, data was collected, and the sample comprised 397 individuals, who are citizens and users for e-government in Jordan context. SMART Partial Least Squares was adopted for analysis purposes. Results reported a significant direct impact for e-government using on rebuilding citizen trust (R&lt;SUP align="right"&gt;&lt;SMALL&gt;2&lt;/SMALL&gt;&lt;/SUP&gt; &#61; 26.1%), and a significant impact for e-government using on promoting satisfaction with e-services (R&lt;SUP align="right"&gt;&lt;SMALL&gt;2&lt;/SMALL&gt;&lt;/SUP&gt; &#61; 57.3%), and a significant impact for satisfaction with e-services on promoting citizens' trust (R&lt;SUP align="right"&gt;&lt;SMALL&gt;2&lt;/SMALL&gt;&lt;/SUP&gt; &#61; 41.3%). The analysis also reported a significant indirect effect (0.452) supporting the suggested role for satisfaction with e-services as a full mediator. Following the gathered results, directions and recommendations for future studies were provided.
Journal: Int. J. of Services and Operations Management
Pages: 440-459
Issue: 4
Volume: 43
Year: 2022
Keywords: e-government; trust in government; e-services satisfaction; citizens; e-services; Jordan.
File-URL: http://www.inderscience.com/link.php?id=127462
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Handle: RePEc:ids:ijsoma:v:43:y:2022:i:4:p:440-459

Template-Type: ReDIF-Article 1.0
Author-Name: Djalma Silva Guimaraes Junior
Author-X-Name-First: Djalma Silva Guimaraes
Author-X-Name-Last: Junior
Author-Name: Fagner José Coutinho &#100;e Melo
Author-X-Name-First: Fagner José Coutinho &#100;e
Author-X-Name-Last: Melo
Author-Name: André Philippi Gonzaga &#100;e Albuquerque
Author-X-Name-First: André Philippi Gonzaga &#100;e
Author-X-Name-Last: Albuquerque
Author-Name: Eryka Fernanda Miranda Sobral
Author-X-Name-First: Eryka Fernanda Miranda
Author-X-Name-Last: Sobral
Title: Development of loyalty through innovation perceived in services
Abstract:
This paper aimed to understand how consumers perceive the innovation contained in services, as well as to identify whether this perceived innovation affects customer loyalty through the services provided. A questionnaire adapted from Zolfagharian and Paswan (2008) was developed and 1,218 questionnaires were applied to four different segments of the service sector. After data collection, confirmatory factor analysis and structural equation modelling were used to test eight hypotheses developed to assess the perception of service innovation. Among the main findings, the significant relationship between the factor 'management and people' and 'perceived innovation' stands out, that is, only the variables related to management practices were considered as attributes capable of adding an innovative perspective about the service. The greatest contribution is the provision of guidelines for improvements in the services provided by the sectors studied, stimulating investments in innovation practices for the development of their organisational processes.
Journal: Int. J. of Services and Operations Management
Pages: 460-484
Issue: 4
Volume: 43
Year: 2022
Keywords: perceived innovation; customer loyalty; client's satisfaction; service; modelling structural equations.
File-URL: http://www.inderscience.com/link.php?id=127463
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Handle: RePEc:ids:ijsoma:v:43:y:2022:i:4:p:460-484

Template-Type: ReDIF-Article 1.0
Author-Name: Álvaro Dias
Author-X-Name-First: Álvaro
Author-X-Name-Last: Dias
Author-Name: Veronica Silva
Author-X-Name-First: Veronica
Author-X-Name-Last: Silva
Author-Name: Leandro Pereira
Author-X-Name-First: Leandro
Author-X-Name-Last: Pereira
Author-Name: Renato Lopes &#100;a Costa
Author-X-Name-First: Renato Lopes &#100;a
Author-X-Name-Last: Costa
Author-Name: Rui Gonçalves
Author-X-Name-First: Rui
Author-X-Name-Last: Gonçalves
Title: Exploring the direct and mediating effect of transformational leadership on employee commitment
Abstract:
The present study aims to correlate the concepts of organisational environment and employee commitment, having the concept of transformational leadership, and its role in organisations and subordinates, as an interlinked chain. In the context of the organisational environment, it is important that companies are aware that it is through transformational leadership, and greater attention to the needs of their employees, that they will be able to last through time, resisting constant changes, inside and outside the company organisational environment, and keep employees in the organisation. A good leader is essential in an organisation because it maintains the harmony between the human needs and the organisation objectives, perpetuating the culture of the organisation and thus promoting the growth and success of both the company and its constituents. Human development must be seen by organisations as an organisational strategy and people management is part of this process. The results have showed that organisational environment has a significant and positive effect on transformational leadership and that transformational leadership has a significant and positive effect on organisational commitment.
Journal: Int. J. of Services and Operations Management
Pages: 510-530
Issue: 4
Volume: 43
Year: 2022
Keywords: organisational environment; transformational leadership; organisational commitment.
File-URL: http://www.inderscience.com/link.php?id=127464
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Handle: RePEc:ids:ijsoma:v:43:y:2022:i:4:p:510-530

Template-Type: ReDIF-Article 1.0
Author-Name: Mahmoud Dehghan Nayeri
Author-X-Name-First: Mahmoud Dehghan
Author-X-Name-Last: Nayeri
Author-Name: Moein Khazaei
Author-X-Name-First: Moein
Author-X-Name-Last: Khazaei
Author-Name: Dania Abdolahbeigi
Author-X-Name-First: Dania
Author-X-Name-Last: Abdolahbeigi
Title: The drivers of success in new-service development: rough set theory approach
Abstract:
This paper aims to identify the most affecting factors in the service industry's new service development (NSD). Accordingly, it deploys an exploratory research method employing a rough set theory. To this aim, it assesses the NSD maturity level of 30 service firms in response to the extent of the literature-based NSD affecting factors. The NSD maturity was estimated according to Jin et al. (2014), including four areas of customer involvement, strategic, knowledge management, and required process documentation. Accordingly, the rough set approach employed to scrutinise the relationship between the affecting factors and the studied firms' NSD maturity. Findings prove that innovation is the core of the NSD process since it was the most frequent within all RS reductions. Moreover, the organisation's strategic orientation and maturity, and market orientation are the most significant determinants of firms' future NSD potential.
Journal: Int. J. of Services and Operations Management
Pages: 421-439
Issue: 4
Volume: 43
Year: 2022
Keywords: new service development; NSD; maturity; rough set theory; service industry.
File-URL: http://www.inderscience.com/link.php?id=127465
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Handle: RePEc:ids:ijsoma:v:43:y:2022:i:4:p:421-439

Template-Type: ReDIF-Article 1.0
Author-Name: Neelanjana Rajput
Author-X-Name-First: Neelanjana
Author-X-Name-Last: Rajput
Author-Name: R.K. Pandey
Author-X-Name-First: R.K.
Author-X-Name-Last: Pandey
Author-Name: Anand Chauhan
Author-X-Name-First: Anand
Author-X-Name-Last: Chauhan
Title: Optimisation of a fuzzy inventory model with seasonal demand rate in two different markets
Abstract:
The seasonal dependent demand is a major factor for the fluctuations in the demand for seasonal products. To fulfill this demand, the retailer produced a large amount of items, but due to the short time of the season, some items remain in the stock. Due to the nature of the deterioration of the product, the retailer wants to sell all the products in stock. So the alternative marketing is the best way to get more profit with low inventory costs. The presented article is all about the fuzzy seasonal demand which depends on both price and time, and retailers sell the products in both the potential markets say first and second. A second market is required to sell in good profit before all items go bad due to deterioration condition, but due to the different demand in both markets, the fluctuations comes in the demand. To deal with the vagueness of the demand parameter, we use a triangular fuzzy number and defuzzify with the signed-distance method to optimise the total profit function with a numerical example show the application of the model.
Journal: Int. J. of Services and Operations Management
Pages: 531-549
Issue: 4
Volume: 43
Year: 2022
Keywords: deterioration; Weibull distribution function; partial backorder; seasonal pattern demand; optional market; triangular fuzzy number; signed distance method.
File-URL: http://www.inderscience.com/link.php?id=127466
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Handle: RePEc:ids:ijsoma:v:43:y:2022:i:4:p:531-549

Template-Type: ReDIF-Article 1.0
Author-Name: Hokey Min
Author-X-Name-First: Hokey
Author-X-Name-Last: Min
Author-Name: Seong-Jong Joo
Author-X-Name-First: Seong-Jong
Author-X-Name-Last: Joo
Title: Designing an optimal plant layout: a case of the plastic moulding company
Abstract:
The generation of viable layout alternatives is a critical step in production planning since the chosen layout affects the efficiency of utilising the firm's key resources such as space, equipment, materials, utility and workers. As such, it can dictate the firm's productivity and the subsequent profitability. In addition, it can influence the safety and security of plants. Considering the important role of a plant layout in production planning, a small-to-medium enterprise (SME) that produces customised plastic moulding products begins to explore the better layout alternatives than the existing one that has become the sources of production bottlenecks, shipping delays, cycle counting errors and space crunches. Such alternatives include an L-shape, a straight line and a U-shape. To determine the optimal layout among three layout alternatives, we propose systematic decision-aid tools comprised of a mathematical model, computer-aided design (CAD), an activity relationship chart and a from-to-chart. We validated the usefulness and practicality of these hybrid tools for the plant layout by applying them to the real world problem encountering the plastic moulding company in the USA. Based on our proven success through the case study, other manufacturing firms can replicate the proposed tools for other layout challenges.
Journal: Int. J. of Services and Operations Management
Pages: 550-561
Issue: 4
Volume: 43
Year: 2022
Keywords: plant layout; computer-aided design; CAD; activity relationship chart; ARC; from-to-chart; FTC; case study; small-to-medium enterprise; SME.
File-URL: http://www.inderscience.com/link.php?id=127467
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Handle: RePEc:ids:ijsoma:v:43:y:2022:i:4:p:550-561