Template-Type: ReDIF-Article 1.0 Author-Name: Geraldo Cardoso de Oliveira Neto Author-X-Name-First: Geraldo Cardoso de Oliveira Author-X-Name-Last: Neto Author-Name: Jadir Perpetuo dos Santos Author-X-Name-First: Jadir Perpetuo dos Author-X-Name-Last: Santos Author-Name: André Jacinto Nunes Author-X-Name-First: André Jacinto Author-X-Name-Last: Nunes Author-Name: Marlene Paula Castro Amorim Author-X-Name-First: Marlene Paula Castro Author-X-Name-Last: Amorim Author-Name: Moacir Godinho Filho Author-X-Name-First: Moacir Godinho Author-X-Name-Last: Filho Title: Framework for the management of risk and resilience in logistics projects Abstract: This study proposes a framework for the management of risks and resilience in logistics projects for the specific context of operations in customs forwarding agencies, with the purpose of improving the delivery of machinery and equipment to customers, in order to meet time and quality requirements. The study builds on a systematic literature review and on the conduction of a case study, resorting to multiple data collection methods, including interviews, observation and documental analysis. The study suggests that project managers need to build skilled teams that are able to define the scope, to develop the work breakdown structure focusing in areas of knowledge, and to identify operational risks associated with the development of mitigation and resilience strategies, while implementing project monitoring activities. Journal: Int. J. of Services and Operations Management Pages: 92-112 Issue: 1 Volume: 45 Year: 2023 Keywords: project management; operational management; logistics project; supply chain management. File-URL: http://www.inderscience.com/link.php?id=131336 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:45:y:2023:i:1:p:92-112 Template-Type: ReDIF-Article 1.0 Author-Name: Kah Chun Cheong Author-X-Name-First: Kah Chun Author-X-Name-Last: Cheong Author-Name: May Chiun Lo Author-X-Name-First: May Chiun Author-X-Name-Last: Lo Author-Name: Abang Azlan Mohamad Author-X-Name-First: Abang Azlan Author-X-Name-Last: Mohamad Author-Name: T. Ramayah Author-X-Name-First: T. Author-X-Name-Last: Ramayah Title: Planned organisational change and organisational commitment-to-change: the moderating role of leader-member exchange Abstract: This study aims to explore the relationship between planned organisational change and organisational commitment-to-change and how would leader-member exchange moderates the relationship in regards to change readiness, valences and perception of change. Organisational change is a complex process and the behavioural responses of employees towards the change are rather complicated. Despite the complexity, not much research has been conducted to show how these variables are related to each other. One hundred eighty-four respondents from the financial industry of Malaysia had participated in this study. Based on the nature and characteristics of this research the SmartPLS method was used. Surprisingly, the results of planned organisational change and organisational commitment-to-change show different implications as compared to past research but leader-member exchange remains as the determinant in moderating the relationship between the two variables. In conclusion, the findings of this research create a new path for the study of an approach, unlike others. Journal: Int. J. of Services and Operations Management Pages: 196-213 Issue: 2 Volume: 44 Year: 2023 Keywords: organisational commitment-to-change; planned organisational change; leader-member exchange; LMX; change readiness; valences; perception of change; Malaysia. File-URL: http://www.inderscience.com/link.php?id=129044 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:44:y:2023:i:2:p:196-213 Template-Type: ReDIF-Article 1.0 Author-Name: Saheim Khalaf Al-Josaiman Author-X-Name-First: Saheim Khalaf Author-X-Name-Last: Al-Josaiman Author-Name: Faisal Talib Author-X-Name-First: Faisal Author-X-Name-Last: Talib Author-Name: Mohd. Nishat Faisal Author-X-Name-First: Mohd. Nishat Author-X-Name-Last: Faisal Title: Strategic planning for environmental sustainability in supply chains: an ISM and MICMAC approach Abstract: The research reported in this paper relates to the environmental dimension of sustainability in SCs in large manufacturing organisations in Qatar. Interpretive structural modelling (ISM) and cross-impact matrix multiplication applied to the classification (MICMAC) approach was applied to develop a hierarchy-based model for the 14 enablers of environmental sustainability derived through extensive literature review. Findings suggest that there is a set of variables like top management support and supportive legislation that can be considered as strategic in nature and drivers of environmental sustainability in SCs. While another set of variables like company image and reduced costs are resultant actions, which have high dependence implying that any improvement in these variables requires action on lower-level variables. It is recommended that top management should focus on variables with high driving power and low dependence. Journal: Int. J. of Services and Operations Management Pages: 149-172 Issue: 2 Volume: 44 Year: 2023 Keywords: supply chain management; environmental sustainability; interpretive structural modelling; ISM. File-URL: http://www.inderscience.com/link.php?id=129045 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:44:y:2023:i:2:p:149-172 Template-Type: ReDIF-Article 1.0 Author-Name: Sergio Fichera Author-X-Name-First: Sergio Author-X-Name-Last: Fichera Author-Name: Antonio Costa Author-X-Name-First: Antonio Author-X-Name-Last: Costa Author-Name: Roberto Rosario Corsini Author-X-Name-First: Roberto Rosario Author-X-Name-Last: Corsini Author-Name: Vincenzo Parrinello Author-X-Name-First: Vincenzo Author-X-Name-Last: Parrinello Title: Application of lean techniques and simulation to improve efficiency of the oncology department Abstract: In this paper a novel perspective of lean application on the specific case of the oncology units was studied. The oncology department of a hospital located in the Southern Italy was investigated to find lean improvement solutions. In according with the well-known lean philosophy, we have followed the DMAIC cycle (define - measure - analyse - improve - control). A discrete event simulator properly integrated with the value stream map tool, (hereinafter denoted as DVSM) was devised to improve the service level of the oncology department, under the objective of increasing the patients' satisfaction. To this end, a design of experiments (DOE) involving several management factors has been developed and 72 future dynamic value stream maps (FDVSMs) have been evaluated accordingly. The ANOVA analysis allowed to statistically infer about the impact of all factors on the system and to identify the best FDVSM. Journal: Int. J. of Services and Operations Management Pages: 270-292 Issue: 2 Volume: 44 Year: 2023 Keywords: value stream map; VSM; discrete event simulation; DES; oncology; design of experiments; DOE. File-URL: http://www.inderscience.com/link.php?id=129046 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:44:y:2023:i:2:p:270-292 Template-Type: ReDIF-Article 1.0 Author-Name: Luke Treves Author-X-Name-First: Luke Author-X-Name-Last: Treves Author-Name: Mikko Pynnönen Author-X-Name-First: Mikko Author-X-Name-Last: Pynnönen Author-Name: Mika Immonen Author-X-Name-First: Mika Author-X-Name-Last: Immonen Title: Critical business design factors in the internet of things service supply chain: a review and typology Abstract: The internet of things (IoT) is a relatively new concept that combines ubiquitous and pervasive computing, sensing and communication technologies, and embedded devices to form a system where the real and digital worlds meet and are continuously in interdependent communication. In this context, IoT acts as an intelligent service supply chain linking objects, information, and people through computer, smart object and sensor networks. This service supply chain creates numerous business design challenges. This article addresses these challenges by providing a cohesive typology matrix to explain the IoT service supply chain. The matrix has been developed through a systematic literature review of 78 academic papers, identifies the key contributors and influences at each stage of the service supply chain and their inter-relationships, to facilitate the rectification of business design and integration challenges that may emerge at the different stages of the sequence. Journal: Int. J. of Services and Operations Management Pages: 214-237 Issue: 2 Volume: 44 Year: 2023 Keywords: internet of things; IoT; IoT ecosystem; service supply chain; IoT reference model; IoT architecture; business ecosystem; business design; IoT typology; literature review; IoT matrix. File-URL: http://www.inderscience.com/link.php?id=129047 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:44:y:2023:i:2:p:214-237 Template-Type: ReDIF-Article 1.0 Author-Name: Alan D. Smith Author-X-Name-First: Alan D. Author-X-Name-Last: Smith Title: Supply chain considerations in digital strategies, e-procurement and CRM Abstract: While supply chain disruptions are a drastic example of changes businesses must react to, being flexible and reactive will prove beneficial for companies. While being able to react to such disruptions is important, it is even more vital for supply chains to be proactive in a Covid-19 reality. Companies need to be adapting to changes in how customer relationships are maintained within digital supply chain (DSC) platforms. With more and more people working remotely, companies must still ensure their customer relationships are being maintained. This is one example of a supply chain challenge that this paper looks to unfold. By highlight the importance of digital platforms in e-procurement, increased technology and transparency are vital to successful companies, either B2C, B2B. Companies who are willing to learn and adapt become more competitive. The paper briefly dives into SAP Ariba and Jaggaer, and their role in aiding e-procurement and CRM. Journal: Int. J. of Services and Operations Management Pages: 173-195 Issue: 2 Volume: 44 Year: 2023 Keywords: blockchain; customer relation management; CRM; digital supply chains; DSC; SCM information system; SCMIS; search-engine optimisation; SEO; vendor relationship management; VRM. File-URL: http://www.inderscience.com/link.php?id=129048 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:44:y:2023:i:2:p:173-195 Template-Type: ReDIF-Article 1.0 Author-Name: Érico Aurélio Abreu Cardozo Author-X-Name-First: Érico Aurélio Abreu Author-X-Name-Last: Cardozo Author-Name: Juliana Maria Magalhães Christino Author-X-Name-First: Juliana Maria Magalhães Author-X-Name-Last: Christino Author-Name: Ana Carolina Paiva de Carvalho Author-X-Name-First: Ana Carolina Paiva de Author-X-Name-Last: Carvalho Title: Digital bank accounts and digital credit cards: extending UTAUT2 to FinTech's services in Brazil Abstract: The purpose of the work is to propose and test a model that could assess likely antecedents, moderators, and consequents of the adoption and use of digital bank accounts and digital credit cards, services offered by fully digital financial technologies (FinTechs). The theoretical model UTAUT2 extended was utilised with the constructs 'security concerns', 'relative advantage' and 'personal innovativeness' (as antecedents), 'collectivism individualism', 'prevention of uncertainties', 'short/long term orientation' (as moderators) and 'word of mouth' (as a consequent). The research model was tested based on 413 valid responses from users to a survey analysed via structural equations modelling. The antecedents explained the intention to use is 83.7% of the FinTech's financial services analysed. This paper meets the research gap concerning a relatively novel business model in a financial segment that is still short of empirical research and is utterly novel as far as the theoretical proposal presented is concerned. Journal: Int. J. of Services and Operations Management Pages: 238-269 Issue: 2 Volume: 44 Year: 2023 Keywords: acceptance of the technology; behavioural intention; FinTech; digital bank account; digital credit cards; UTAUT; UTAUT2; Brazil. File-URL: http://www.inderscience.com/link.php?id=129049 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:44:y:2023:i:2:p:238-269 Template-Type: ReDIF-Article 1.0 Author-Name: Sajjad Kheyri Author-X-Name-First: Sajjad Author-X-Name-Last: Kheyri Author-Name: Farhad Hosseinzadeh Lotfi Author-X-Name-First: Farhad Hosseinzadeh Author-X-Name-Last: Lotfi Author-Name: Seyed Esmaeil Najafi Author-X-Name-First: Seyed Esmaeil Author-X-Name-Last: Najafi Author-Name: Bijan Rahmani Parchkolaei Author-X-Name-First: Bijan Rahmani Author-X-Name-Last: Parchkolaei Title: Presenting a predictive benchmark model of after-sales service agencies for vehicles based on the data envelopment analysis approach Abstract: Everyone is aware of the importance of benchmarking in all industries. The same is true of the automotive industry. One of the methods of continuous improvement of car after-sales service agencies is benchmarking from successful and efficient examples in the country. Given that evaluation and benchmarking methods are usually retrospective, and also, the rapid changes in environment and customer needs, current methods cannot quickly define corrective actions. In this paper, first, a benchmarking model based on data envelopment analysis is developed for car after-sales service dealers as decision-making units, then considering that the model outputs have a high correlation coefficient, an innovative machine learning model has been used to predict the outputs. Finally, the results of the proposed prediction model are compared with a perceptron neural network algorithm. The results show that the benchmarking and prediction model together with a 7.7% error predicts benchmarks for the end of current period. Journal: Int. J. of Services and Operations Management Pages: 1-34 Issue: 1 Volume: 46 Year: 2023 Keywords: data envelopment analysis; DEA; correlated output prediction; general two-step; genetic algorithm; predictive benchmark. File-URL: http://www.inderscience.com/link.php?id=133409 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:46:y:2023:i:1:p:1-34 Template-Type: ReDIF-Article 1.0 Author-Name: Manuja Garg Author-X-Name-First: Manuja Author-X-Name-Last: Garg Author-Name: Sanjeev Bansal Author-X-Name-First: Sanjeev Author-X-Name-Last: Bansal Title: Impact of training and development programmes on skills and overall career development of bank employees: the case of Punjab (India) Abstract: In this technological era, both public and private sectors are going through technological up gradation and becoming competitive in nature. With this, the banking sector is also facing a huge transformation in its working style by utilising the internet and mobile banking, etc., which is the symbiosis of technology and financial services. These services are proved to be the hottest area of development in banking sector. To upgrade their manpower, training and development programmes are the key aspects of any organisation. To validate the effect of these programmes this study analyses the sample of 400 employees of various public and private banks in Punjab (India). The analysis has been performed using multiple regression and structure equation modelling approaches and both the approaches reveals that there is a significant impact on the overall career development with training and development programmes. Journal: Int. J. of Services and Operations Management Pages: 111-131 Issue: 1 Volume: 46 Year: 2023 Keywords: training; career development; regression; structure equation modelling; banking; India. File-URL: http://www.inderscience.com/link.php?id=133410 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:46:y:2023:i:1:p:111-131 Template-Type: ReDIF-Article 1.0 Author-Name: Kalyana C. Chejarla Author-X-Name-First: Kalyana C. Author-X-Name-Last: Chejarla Author-Name: Omkarprasad S. Vaidya Author-X-Name-First: Omkarprasad S. Author-X-Name-Last: Vaidya Author-Name: Sushil Kumar Author-X-Name-First: Sushil Author-X-Name-Last: Kumar Title: Flexibility in logistics: a literature review Abstract: This paper aims to review and analyse the literature on logistics flexibility in a structured framework. A systematic hybrid-narrative literature review of more than 120 research articles on logistics flexibility is performed, and findings are presented in a broad logistics framework. The study identifies five themes of logistics flexibility, namely: 1) flexibility in purchasing; 2) flexibility in in-house logistics; 3) flexibility in distribution network infrastructure; 4) flexibility in the fulfilment process; 5) flexibility in logistics services. We further classify these main themes into 16 sub-themes. The research presents state-of-art research in each sub-theme to benefit practicing managers and identifies extensions for future research. Logistics flexibility is an important tool in practitioners' hands to guard against disruptions, and this paper helps them choose the right logistics flexibility components and their respective levels. Journal: Int. J. of Services and Operations Management Pages: 60-110 Issue: 1 Volume: 46 Year: 2023 Keywords: logistics flexibility; procurement flexibility; manufacturing flexibility; distribution flexibility; fulfilment flexibility; logistics services flexibility. File-URL: http://www.inderscience.com/link.php?id=133411 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:46:y:2023:i:1:p:60-110 Template-Type: ReDIF-Article 1.0 Author-Name: Shih-Hao Liu Author-X-Name-First: Shih-Hao Author-X-Name-Last: Liu Author-Name: Chin-Hsiang Tsai Author-X-Name-First: Chin-Hsiang Author-X-Name-Last: Tsai Title: Service quality of ski group package tours: a modified importance-performance analysis Abstract: This study develops service quality attributes for ski group package tours (SGPTs) based on the SERVQUAL scale; it explores the perceived importance and performance of these items for SGPT customers in Taiwan. A questionnaire was used to collect data from 456 respondents. This study used importance-performance analysis (IPA) to analyse SGPTs' service quality and employed impact-asymmetric analysis to compensate for the shortcomings of the original IPA by estimating the asymmetric effect of service quality attributes on overall customer satisfaction. Subsequently, five service quality attributes of SGPT were extracted. IPA was also conducted for each gender and ski level segment. The results indicate that the perceived importance and performance of service quality attributes differ significantly among different market segments. Journal: Int. J. of Services and Operations Management Pages: 35-59 Issue: 1 Volume: 46 Year: 2023 Keywords: service quality; tourism; important-performance analysis; impact-asymmetric analysis; ski tourism; ski group package tours; SGPTs; adventure tourism; ski instructor; active sport; customer. File-URL: http://www.inderscience.com/link.php?id=133413 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:46:y:2023:i:1:p:35-59 Template-Type: ReDIF-Article 1.0 Author-Name: Niyanta Mehra Author-X-Name-First: Niyanta Author-X-Name-Last: Mehra Author-Name: Aakriti Khurania Author-X-Name-First: Aakriti Author-X-Name-Last: Khurania Author-Name: Kshitij Rastogi Author-X-Name-First: Kshitij Author-X-Name-Last: Rastogi Author-Name: Suresh Kumar Garg Author-X-Name-First: Suresh Kumar Author-X-Name-Last: Garg Title: Analysis of supply chain complexity dimensions across three industries Abstract: Majority of literature available on complexity in supply chain considers numerous parameters to devise management techniques. However, many of these parameters do not affect the result and can make the analysis overly complicated. This paper attempts to build a framework to study the relative significance of these complexity dimensions. A 3-tier hierarchy of complexity dimensions is proposed and mapped, on the basis of intensity and ease of management, on a 5-point scale. To holistically understand the nature of supply chain complexity, the sub-sub-dimensions are mapped and analysed for three industries: automobile, garment and petrochemical. Understanding these complexities open avenues for better supply chain management. Journal: Int. J. of Services and Operations Management Pages: 132-154 Issue: 1 Volume: 46 Year: 2023 Keywords: supply chain; supply chain complexity; industry analysis; complexity dimensions; five-point mapping; automobile industry; garment industry; petrochemical industry; complexity management. File-URL: http://www.inderscience.com/link.php?id=133424 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:46:y:2023:i:1:p:132-154 Template-Type: ReDIF-Article 1.0 Author-Name: Maryam Dezhtaherian Author-X-Name-First: Maryam Author-X-Name-Last: Dezhtaherian Author-Name: Mahsa Ghandehari Author-X-Name-First: Mahsa Author-X-Name-Last: Ghandehari Author-Name: Saeedeh Ketabi Author-X-Name-First: Saeedeh Author-X-Name-Last: Ketabi Title: Green inventory-routing problem of perishable items with age-related price and the possibility of renting vehicles Abstract: This paper considers a green inventory-routing problem (IRP) for perishable items in a two-level supply chain including a distributor (manufacturer/plant) and some retailers. Each item has a fixed expiry date. The product price depends on its age. The retailer demand for each product is fixed. The product cannot be sold after the expiry date. The possibility of hiring extra space for holding excessive amounts of inventory and hiring vehicles to exploit the advantage of the higher number of deliveries are considered. The problem is formulated to a mixed-integer linear programming (MILP) model. Some small, medium and large-sized random generated samples are solved using OPL software and a proposed combined ant-generic algorithm. The results show the positive effect of partial outsourcing on the amount of profit. Furthermore, the volume of orders is influenced by taking the environmental effects of transportation into account. Journal: Int. J. of Services and Operations Management Pages: 332-354 Issue: 3 Volume: 45 Year: 2023 Keywords: green inventory-routing; perishable items; mixed-integer linear programming; MILP; ant-generic algorithm. File-URL: http://www.inderscience.com/link.php?id=132461 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:45:y:2023:i:3:p:332-354 Template-Type: ReDIF-Article 1.0 Author-Name: Georgia Papadopoulou Author-X-Name-First: Georgia Author-X-Name-Last: Papadopoulou Title: How McDonaldisation impacts on the operations in travel and tourism Abstract: This study considered how different principles of McDonaldisation impacted the travel and tourism industry. McDonaldisation is defined as the process by which the principles of a fast-food restaurant dominated various sectors of society. As such, it is viewed as a model of best practice for an organisational force centred on the provision of high-quality services to customers. This study proposed the use of a qualitative research method by assessing the impact of such principles on efficiency and the quality of customer services. In achieving this objective, the relevant data were collected through interviews with representative travel industry operators based in the USA. Journal: Int. J. of Services and Operations Management Pages: 373-382 Issue: 3 Volume: 45 Year: 2023 Keywords: McDonaldisation; travel; tourism industry; economy; services; customers. File-URL: http://www.inderscience.com/link.php?id=132462 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:45:y:2023:i:3:p:373-382 Template-Type: ReDIF-Article 1.0 Author-Name: Mahdi Hamid Author-X-Name-First: Mahdi Author-X-Name-Last: Hamid Author-Name: Shirin Ghasemi Author-X-Name-First: Shirin Author-X-Name-Last: Ghasemi Author-Name: Ahmad Ghasemkhani Author-X-Name-First: Ahmad Author-X-Name-Last: Ghasemkhani Author-Name: Reza Ramezantabar Author-X-Name-First: Reza Author-X-Name-Last: Ramezantabar Title: Improving the performance of customer relationship management regarding trust factors by a unique mathematical programming approach Abstract: Nowadays, customers form the basis of any business. Undoubtedly, they are the most significant factor in the stagnation or development of the economic status of any commercial unit. Therefore, anticipating and meeting their needs and improving the quality of services are the most essential duties of the managers. Customer relationship management (CRM) is a competitive advantage that deals with customers and their satisfaction. In this context, trust factors play a significant role in the fulfilment and improvement of CRM. Using factor analysis and data envelopment analysis for a real case study, this study aims to assess the effect of different trust factors (including moral behaviour, commitment, brand, usability, privacy and security, and competence) on CRM success. The results indicated that usability exerted the most effect on CRM, whereas privacy and security had the least effect. To date, this is the first research on the application and implementation of trust factors to promote CRM efficiency. Journal: Int. J. of Services and Operations Management Pages: 401-425 Issue: 3 Volume: 45 Year: 2023 Keywords: performance evaluation; customer relationship management; CRM; trust; data envelopment analysis; DEA. File-URL: http://www.inderscience.com/link.php?id=132463 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:45:y:2023:i:3:p:401-425 Template-Type: ReDIF-Article 1.0 Author-Name: Anil Kumar Author-X-Name-First: Anil Author-X-Name-Last: Kumar Author-Name: Deepika Saini Author-X-Name-First: Deepika Author-X-Name-Last: Saini Title: Organisational learning: a study of the industrial sector Abstract: Organisational learning is considered to be one of the essential foundations of competitive advantage in strategic management. This article aims to identify the most vital factors that influence organisational learning and perception of employees regarding organisational learning in the industrial sector. The sample has been collected from 400 respondents (200 employees each from the service and manufacturing sectors) for the study, by using the convenience sampling method. For this purpose, analysis was done by using descriptive statistics, exploratory factor analysis, confirmatory factor analysis through AMOS software and independent sample t-test. After analysis, it is found that the behaviour and cognitive changes factor is the most significant factor that influences organisational learning in the industrial sector among three factors: open mindedness, behaviour and cognitive changes and support for learning. Significant difference was found among employees' perception towards organisational learning regarding open mindedness and behaviour and cognitive changes across type of industry. Journal: Int. J. of Services and Operations Management Pages: 355-372 Issue: 3 Volume: 45 Year: 2023 Keywords: organisational learning; manufacturing sector; service sector; India. File-URL: http://www.inderscience.com/link.php?id=132464 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:45:y:2023:i:3:p:355-372 Template-Type: ReDIF-Article 1.0 Author-Name: Ayodeji Dennis Adeitan Author-X-Name-First: Ayodeji Dennis Author-X-Name-Last: Adeitan Author-Name: Clinton O. Aigbavboa Author-X-Name-First: Clinton O. Author-X-Name-Last: Aigbavboa Author-Name: Oyindamola Cynthia Olubiyo Author-X-Name-First: Oyindamola Cynthia Author-X-Name-Last: Olubiyo Title: Impact of globalisation on logistics management in Nigeria Abstract: The globalisation process has been recognised as an important underlying force that impacts global logistic service providers because it is an essential function in the transportation and logistics system. This study explored the impact of globalisation on logistics management in Nigeria. Primary data were collected through a well-structured questionnaire which was distributed to logistics professionals in the Nigerian logistics industry. Data gathered were analysed using percentages, mean item score, and factor analysis. The results from the analysis show that a growing number of skilled logistics professionals and access to new/effective information as the top impacts of globalisation on logistics management in Nigeria. Finally, the information derived from this study on the impact of globalisation on logistics management is a strategic resource in helping logistics operators, organisations, and other sectors to gain a sustainable competitive advantage in this age of globalisation. Journal: Int. J. of Services and Operations Management Pages: 383-400 Issue: 3 Volume: 45 Year: 2023 Keywords: logistics; globalisation; competitive advantage; global logistics; sustainability; global economy. File-URL: http://www.inderscience.com/link.php?id=132465 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:45:y:2023:i:3:p:383-400 Template-Type: ReDIF-Article 1.0 Author-Name: Shamima Raihan Manzoor Author-X-Name-First: Shamima Raihan Author-X-Name-Last: Manzoor Author-Name: Abdullah Al Mahmud Author-X-Name-First: Abdullah Al Author-X-Name-Last: Mahmud Title: Redefining a value co-creation behaviour model for student satisfaction in HEIs Abstract: The incorporation of customer relationships in marketing has triggered the paradigm shift from 'managing relationships' to 'joint venturing' with customers. Thus, in the service sectors like higher education institutions (HEIs), students' active role has become prominent. This study explores the factors for establishing a consensual instrument to measure value co-creation behaviour (VC<SUB align="right"><SMALL>c</SMALL></SUB>B) for HEIs and its impact on student satisfaction. The sample comprised 223 international students from Malaysian universities, both public and private. The factor analysis done with 29 items reveals four VC<SUB align="right"><SMALL>c</SMALL></SUB>B factors, out of which two (i.e., 'personal interaction, helping, and responsible behaviour', and 'information seeking and sharing') are found most influential in shaping VC<SUB align="right"><SMALL>c</SMALL></SUB>B for HEIs. By using PLS-SEM, the hypothesised relationships have been analysed for the VC<SUB align="right"><SMALL>c</SMALL></SUB>B factors' impact on students' satisfaction. The findings can inspire the HEI managers to build strong VC<SUB align="right"><SMALL>c</SMALL></SUB>B platforms to nurture student-university relationships as a part of their service marketing strategies. Journal: Int. J. of Services and Operations Management Pages: 293-313 Issue: 3 Volume: 45 Year: 2023 Keywords: higher education institutions; HEIs; student interaction; satisfaction; service marketing; value co-creation. File-URL: http://www.inderscience.com/link.php?id=132466 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:45:y:2023:i:3:p:293-313 Template-Type: ReDIF-Article 1.0 Author-Name: R. Vigneshvaran Author-X-Name-First: R. Author-X-Name-Last: Vigneshvaran Author-Name: S. Vinodh Author-X-Name-First: S. Author-X-Name-Last: Vinodh Title: State of art review on lean integration with Industry 4.0 Abstract: Lean is widely implemented approach to improve quality of a product and production process by eliminating wastes and adding value to the product. Industry 4.0 is the modern approach of integrating cyber world with real physical world. Integrating these two methods is very complex but produces high efficiency. The study aims to review the integration of lean manufacturing with Industry 4.0. The review is presented in seven perspectives. Based on the review, a framework for lean integration with Industry 4.0 is presented. Systematic literature review (SLR) methodology is adopted in this study. Concepts, principles, techniques and tools were discussed elaborately from viewpoint of modern manufacturing. The insights based on review and proposed framework would enable industry practitioners to systematically deploy lean concepts in Industry 4.0 environment. Journal: Int. J. of Services and Operations Management Pages: 182-208 Issue: 2 Volume: 46 Year: 2023 Keywords: lean; Industry 4.0; cyber physical system; CPS; framework; integration; internet of things; IoT; value stream mapping; Industry 4.0 technologies. File-URL: http://www.inderscience.com/link.php?id=134260 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:46:y:2023:i:2:p:182-208 Template-Type: ReDIF-Article 1.0 Author-Name: Anastasios Tsogkas Author-X-Name-First: Anastasios Author-X-Name-Last: Tsogkas Author-Name: Giannis T. Tsoulfas Author-X-Name-First: Giannis T. Author-X-Name-Last: Tsoulfas Author-Name: Panos Τ. Chountalas Author-X-Name-First: Panos Τ. Author-X-Name-Last: Chountalas Title: Business process reengineering in the public sector service supply chain: the case of the Greek archaeological resources fund Abstract: Designing, implementing, and supporting a radical organisational transformation project in an environment of relatively low technological and managerial capacities, and under strict human resource and time constraints is both challenging and unique. The purpose of this paper is to present such a case of a public sector organisation in the course of implementing a business process reengineering (BPR) project. The findings of this study reveal that in cases where public sector operational and supply chain activities share a high degree of similarity with private sector commercial activities, BPR is the most appropriate methodology to be used to fundamentally revise and redesign processes and achieve radical improvements. BPR can effectively enforce industry standards with no need to envision and design new processes from scratch, as long as compliance is ensured with laws, legal acts, and ministerial decisions governing public sector entities' operational procedures. Journal: Int. J. of Services and Operations Management Pages: 260-283 Issue: 2 Volume: 46 Year: 2023 Keywords: business process reengineering; BPR; public sector; service supply chain; radical improvements; integrated public services; case study; Greece. File-URL: http://www.inderscience.com/link.php?id=134261 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:46:y:2023:i:2:p:260-283 Template-Type: ReDIF-Article 1.0 Author-Name: Sara Harper Author-X-Name-First: Sara Author-X-Name-Last: Harper Author-Name: Rudrajeet Pal Author-X-Name-First: Rudrajeet Author-X-Name-Last: Pal Author-Name: Vijay Kumar Author-X-Name-First: Vijay Author-X-Name-Last: Kumar Title: Modelling small-series supply network configuration and capabilities through a mixed-method structural analysis: insights from high-cost textile/apparel contexts Abstract: The purpose of this paper is to understand supply network configuration for small-series production within high-cost contexts, and the context-specific decision logics associated. A total interpretive structural modelling (TISM) and MICMAC mixed-methods approach is used to determine and interpret interrelationships among SNC and capability-related aspects identified from the literature. Respondents come from EU textile/apparel companies, undertaking small-series production/sourcing in the region, with different roles in the value chain. The findings led to several propositions. They highlight the foundational nature of supply chain relationships and digital data sharing; interacting product/process flexibility and specialisation considerations, with associated enablers and barriers; the challenges related to location, which is the crucial supply chain driver; and the need to balance various interrelated capability drivers, such as quality, innovation, and sustainability. These findings can support practitioners for reconfiguration, and the approach can be used to address other contexts and thus enhance generalisability. Journal: Int. J. of Services and Operations Management Pages: 232-259 Issue: 2 Volume: 46 Year: 2023 Keywords: supply network configuration; supply chain design; small-series production; decision-making; total interpretive structural modelling; TISM; operations management; textile/apparel; European Union; EU. File-URL: http://www.inderscience.com/link.php?id=134263 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:46:y:2023:i:2:p:232-259 Template-Type: ReDIF-Article 1.0 Author-Name: Sunil Hwang Author-X-Name-First: Sunil Author-X-Name-Last: Hwang Author-Name: Seong-Jong Joo Author-X-Name-First: Seong-Jong Author-X-Name-Last: Joo Author-Name: Hokey Min Author-X-Name-First: Hokey Author-X-Name-Last: Min Author-Name: John M. Dickens Author-X-Name-First: John M. Author-X-Name-Last: Dickens Title: Examining the roles of buyer knowledge protectiveness and supplier absorptive capacity in joint new product development Abstract: Despite numerous merits of joint new product development (NPD), a buying firm's fear of losing its proprietary knowledge and its reluctance to share the intellectual capital with its supplier may undermine an NPD effort. In addition, the buyer's engineering change orders against dynamic demands can influence NPD performances. With that in mind, this paper aims to identify important influencing factors for the NPD success through the empirical analysis of Korean firms. The major findings of this study are twofold. First, supplier absorptive capacity has a positive effect on NPD performances. Second, when the buyer's knowledge protectiveness is strong, supplier absorptive capacity negatively affects NPD performances. These results indicate that the buyer's knowledge protection policy plays a key role in the successful implementation of NPD. Finally, the buyer's willingness to share information and knowledge with the supplier is critical for the success of NPD with the buyer's backward knowledge transfer. Journal: Int. J. of Services and Operations Management Pages: 209-231 Issue: 2 Volume: 46 Year: 2023 Keywords: joint new product development; supplier absorptive capacity; buyer knowledge protectiveness; earlier supplier involvement; hierarchical regression; confirmatory factor analysis. File-URL: http://www.inderscience.com/link.php?id=134264 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:46:y:2023:i:2:p:209-231 Template-Type: ReDIF-Article 1.0 Author-Name: Shokoufeh Mahrouei Author-X-Name-First: Shokoufeh Author-X-Name-Last: Mahrouei Author-Name: Nasim Delfan Author-X-Name-First: Nasim Author-X-Name-Last: Delfan Title: Social engineering optimiser for a supply chain network design for blood products in a fuzzy environment Abstract: The management of the blood supply chain is one of the most challenging decision problems for the relevant stakeholders. Notably, the blood is not a normal commodity and there is no substitute. On the other hand, with the increase in diseases, natural and abnormal accidents, the demand of the blood products has been increased. Accordingly, there is a great interest in the blood supply chains regarding its absence of timely response; it leads to substantial costs of human mortality. This paper proposes a new extension to the blood supply chain network design problem as a four-level, multi-product and multi-cycle centralised supply chain network by using a fuzzy optimisation model to minimise the transmission time of the entire network which is still scarce in the literature. The applicability of this model is proven by a case of crisis logistics in Tehran, Iran. Since the proposed model is NP-hard, there are many studies to develop new heuristics and metaheuristics. As applied already to several optimisation problems, the social engineering optimiser (SEO) as a recent successful metaheuristic has been never employed in this research area. Therefore, another contribution of this study is to apply the SEO and to compare it with well-known algorithms from the literature. Journal: Int. J. of Services and Operations Management Pages: 155-181 Issue: 2 Volume: 46 Year: 2023 Keywords: supply chain management; logistics; fuzzy model; blood products; social engineering optimiser; SEO. File-URL: http://www.inderscience.com/link.php?id=134265 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:46:y:2023:i:2:p:155-181 Template-Type: ReDIF-Article 1.0 Author-Name: Sangita Dutta Gupta Author-X-Name-First: Sangita Dutta Author-X-Name-Last: Gupta Author-Name: Parth Sodani Author-X-Name-First: Parth Author-X-Name-Last: Sodani Author-Name: Ritam Karmakar Author-X-Name-First: Ritam Author-X-Name-Last: Karmakar Author-Name: Shivanshu Gupta Author-X-Name-First: Shivanshu Author-X-Name-Last: Gupta Author-Name: Swapnil Singh Author-X-Name-First: Swapnil Author-X-Name-Last: Singh Title: Impact of macroeconomic and institutional factors on the financial performance: a study of platform-based companies Abstract: The purpose of this paper is to study the possible interrelationship among macroeconomic factors, institutional factors, and financial performance of the selected platform-based companies operating in India. The study examined the effect of macroeconomic factors like real effective exchange rate, inflation rate gross domestic product growth rate on the financial performance of platform-based companies. The size of the company measured as a log of total assets is the control variable. Additionally, the six dimensions of country governance formed part of the institutional factors. The dependent variable, i.e., the financial performance of firms, is measured in terms of return on assets. The study uses the panel regression method to capture this effect for 23 platform-based companies from 2007 to 2019. It has implications for managers and policymakers who may better comprehend the interaction between macroeconomic elements, firm-specific factors, institutional factors, and profitability of firms that operate on platform-based business models. Journal: Int. J. of Services and Operations Management Pages: 314-331 Issue: 3 Volume: 45 Year: 2023 Keywords: macroeconomic factors; firm-specific factors; institutional factors; platform-based companies; panel regression. File-URL: http://www.inderscience.com/link.php?id=132477 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:45:y:2023:i:3:p:314-331 Template-Type: ReDIF-Article 1.0 Author-Name: Emad Roghaniana Author-X-Name-First: Emad Author-X-Name-Last: Roghaniana Author-Name: Zahra Namazian Author-X-Name-First: Zahra Author-X-Name-Last: Namazian Title: Manufacturers' pricing and advertising strategies for complementary and substitute goods Abstract: Several studies show that in the competitive global market, companies can maximise their profits by adopting appropriate strategies for pricing and advertising. This paper considers the competitiveness in the supply chain with three goods, including main good, complementary good and substitute good. The pricing and advertising strategies of manufacturers of these types of goods are considered since they have profound impacts on the manufacturers' profits. Therefore, it proposes a mathematical model to find the optimal manufacturers' strategies of pricing and advertising for each good by using Stackelberg game theory. In Stackelberg game theory, the main good and complementary good act as a leader due to their cooperative strategies, and the substitute good of the main good is a follower and compete with the complementary goods. Furthermore, the sensitivity analysis is presented to illustrate the effects of substitute degree and complementary. Journal: Int. J. of Services and Operations Management Pages: 284-302 Issue: 2 Volume: 46 Year: 2023 Keywords: pricing; advertising; complementary good; substitute good; Stackelberg game. File-URL: http://www.inderscience.com/link.php?id=134271 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:46:y:2023:i:2:p:284-302 Template-Type: ReDIF-Article 1.0 Author-Name: Akbar Hassanpoor Author-X-Name-First: Akbar Author-X-Name-Last: Hassanpoor Author-Name: Saeed Jafarinia Author-X-Name-First: Saeed Author-X-Name-Last: Jafarinia Author-Name: Yousef Vakili Author-X-Name-First: Yousef Author-X-Name-Last: Vakili Author-Name: Seyyed Javad Marashi Author-X-Name-First: Seyyed Javad Author-X-Name-Last: Marashi Title: Organisational forgetting in organisations: identifying the causes and contexts using thematic analysis method Abstract: Organisational forgetting is the main issue in organisations that have been considered by researchers in recent years. This study was conducted to examine the causes and themes of organisational forgetting in organisations based on the thematic analysis. This paper's case study comprised 40 Iranian and foreign studies on organisational forgetting over the past ten years. The results indicated that the main causes and themes creating organisational forgetting depend on two individual and organisational factors. In the case of individual factors, some components such as a sense of incapability and meaningless and organisational factors include organisational culture, inappropriate human resource management, lack of a strategic plan in the organisation, non-productive interactions in or out of the organisation, and lack of suitable maintenance and retrieval systems lead to such problem. According to the obtained results, it was recommended that researchers focus on designing an organisational culture model to cope with organisational forgetting by considering the mediating role of succession. Journal: Int. J. of Services and Operations Management Pages: 520-539 Issue: 4 Volume: 44 Year: 2023 Keywords: organisational forgetting; organisation; thematic analysis. File-URL: http://www.inderscience.com/link.php?id=130176 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:44:y:2023:i:4:p:520-539 Template-Type: ReDIF-Article 1.0 Author-Name: Elif Çirkin Author-X-Name-First: Elif Author-X-Name-Last: Çirkin Author-Name: Aşkın Özdağoğlu Author-X-Name-First: Aşkın Author-X-Name-Last: Özdağoğlu Author-Name: Imran Patel Author-X-Name-First: Imran Author-X-Name-Last: Patel Author-Name: Mukund Nilakantan Janardhanan Author-X-Name-First: Mukund Nilakantan Author-X-Name-Last: Janardhanan Title: Integrated grey entropy and COPRAS methods for machine selection decision problem Abstract: Decision-making processes play a significant role in the success or failure of any organisation. In today's globally competitive environment, organisations embark upon decision-making procedures and techniques facilitating them to survive and compete in such a harsh environment. Moreover, prompt, proper, and dynamic decisions enable effective and efficient management of firms' operations. Machine selection decision problem has been proven as a critical factor for both manufacturing and maintenance processes. A variety of decision-making methods and techniques have been introduced and developed in the last few years in order to cope with various decision issues. Within the scope of this study, an integrated grey entropy - complex proportional assessment (COPRAS) approach has been employed for selecting the appropriate machine alternative in a milling machine manufacturing industry. The performance values and potential supplier alternatives have been collected via focus group study conducted with the purchasing managers of the company. The results provide applicable information for purchasing department within the company as well as other firms facing similar decision problems. Journal: Int. J. of Services and Operations Management Pages: 571-586 Issue: 4 Volume: 44 Year: 2023 Keywords: multi-criteria decision-making; MCDM; milling; manufacturing; grey entropy; machine selection. File-URL: http://www.inderscience.com/link.php?id=130177 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:44:y:2023:i:4:p:571-586 Template-Type: ReDIF-Article 1.0 Author-Name: Adenike Aderonke Moradeyo Author-X-Name-First: Adenike Aderonke Author-X-Name-Last: Moradeyo Author-Name: Adegoke Oke Author-X-Name-First: Adegoke Author-X-Name-Last: Oke Author-Name: Obinna S. Muogboh Author-X-Name-First: Obinna S. Author-X-Name-Last: Muogboh Title: Linking supply chain disruptions and manufacturing firms' operational performance in a developing country context Abstract: This study empirically investigates the link between supply chain disruptions and operational performance in manufacturing firms in a developing country context. Based on a survey sample of 150 manufacturing firms in Nigeria, hypotheses relating to the linkages between disruptions and firms' performance were developed and tested. Multiple regression analysis was carried out using the data obtained from the survey. Four major categories of supply chain disruptions were identified and analysed: supply-related disruptions, demand-related disruptions, power-related disruptions and transportation-related disruptions. New categories of supply chain disruptions were identified in this context and are novel to risk categorisation in the main stream supply chain risk management literature. The study reveals further interesting and counter-intuitive findings in terms of the links between supply chain disruptions and manufacturing firms' operational performance that may be unique to a developing country context. The theoretical and practical implications of the study were also discussed in this paper. Journal: Int. J. of Services and Operations Management Pages: 460-491 Issue: 4 Volume: 44 Year: 2023 Keywords: supply chain disruption; risk; operational performance; developing country; manufacturing; Nigeria; demand; power; transportation. File-URL: http://www.inderscience.com/link.php?id=130178 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:44:y:2023:i:4:p:460-491 Template-Type: ReDIF-Article 1.0 Author-Name: K. Senbagam Author-X-Name-First: K. Author-X-Name-Last: Senbagam Author-Name: M. Kokilamani Author-X-Name-First: M. Author-X-Name-Last: Kokilamani Title: A fuzzy inventory model for Gompertz deteriorating items with cubic demand and shortages under the fully backlogged condition Abstract: This paper develops and resolves a fuzzy inventory model for the degradation of items with shortages in a completely back-ordered condition. The demand rate is assumed to be the cubic function of time. The rate of deterioration is considered to be the time distribution function of Gompertz. Fuzziness is carried out by allowing costs, costs of shortages, costs of deterioration, and parameters <i>α</i>, <i>β</i> to be maintained in the cost components. In a fuzzy world, all associated inventories are assumed to be hendecagonal fuzzy numbers. The objective of this paper is to optimise the overall profit from inventory optimisation by means of a graded mean integration representation and a signed distance method. The applicability of the proposed model is shown by a numerical example. The most important parameters of the device are often determined by a sensitivity analysis. Journal: Int. J. of Services and Operations Management Pages: 540-560 Issue: 4 Volume: 44 Year: 2023 Keywords: inventory system; Gompertz distribution; cubic function; hendecagonal fuzzy number; graded mean integration representation method; signed distance method. File-URL: http://www.inderscience.com/link.php?id=130179 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:44:y:2023:i:4:p:540-560 Template-Type: ReDIF-Article 1.0 Author-Name: Faozi A. Almaqtari Author-X-Name-First: Faozi A. Author-X-Name-Last: Almaqtari Author-Name: Mohd. Shamim Author-X-Name-First: Mohd. Author-X-Name-Last: Shamim Author-Name: Anwar Ahmad Author-X-Name-First: Anwar Author-X-Name-Last: Ahmad Title: Empirical analysis of the impact of country-level corporate governance on starting a business in Asian countries Abstract: The purpose of this study is to investigate the impact of corporate governance on starting a business in some Asian countries over a period from 2012 to 2017. Nine Asian countries on the basis of availability of data for the research period were selected for this study. Corporate governance is measured by the Worldwide Governance Indicators of the World Bank and starting a business is measured by the score of starting business reported by the Ease of Doing Business Report of the World Bank Group. The findings of the present study reveal that voice and accountability, political stability and absence of violence and regulatory quality have statistically significant effect on starting a business in the selected countries. While both political stability and absence of violence and regulatory quality are found to have statistical significant positive influence on starting a business, voice and accountability exhibits a significant negative effect on starting a business. However, the results reported that both government effectiveness and control of corruption exhibit an insignificant negative effect on starting a business, rule of law is found to have an insignificant positive impact on starting a business. Journal: Int. J. of Services and Operations Management Pages: 492-519 Issue: 4 Volume: 44 Year: 2023 Keywords: country-level corporate governance; stating a business; entrepreneurship; Asian countries. File-URL: http://www.inderscience.com/link.php?id=130180 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:44:y:2023:i:4:p:492-519 Template-Type: ReDIF-Article 1.0 Author-Name: O.N. Bykova Author-X-Name-First: O.N. Author-X-Name-Last: Bykova Author-Name: A.P. Garnov Author-X-Name-First: A.P. Author-X-Name-Last: Garnov Author-Name: V.L. Abramov Author-X-Name-First: V.L. Author-X-Name-Last: Abramov Author-Name: D.E. Morkovkin Author-X-Name-First: D.E. Author-X-Name-Last: Morkovkin Author-Name: I.O. Protsenko Author-X-Name-First: I.O. Author-X-Name-Last: Protsenko Title: Import substitution as the most important strategic target of the state Abstract: The interim analysis of the import substitution policy applied to the food industry shows that the food embargo policy is the key contributor to pursuing the targets. However, in addition to the positive results, the imposition of the food embargo also had such negative consequences as rising consumer prices. The authors use system-functional approach, abstract-logical method, statistical-probabilistic method and monographic study method in this paper. The analysis of the food industry market reveals a number of problematic issues that should be resolved in the coming years, such as the design of instruments to stimulate demand in the national and foreign markets, the export of domestic products to Asian markets, the solution of issues related to shipment and storage through the introduction of new logistics systems, solving the issues of staffing through the training of specialists who are versed in sanctions, possible restrictions and risks. Journal: Int. J. of Services and Operations Management Pages: 561-570 Issue: 4 Volume: 44 Year: 2023 Keywords: economics; food industry; food security; production; substitution program. File-URL: http://www.inderscience.com/link.php?id=130181 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:44:y:2023:i:4:p:561-570 Template-Type: ReDIF-Article 1.0 Author-Name: André Philippi Gonzaga de Albuquerque Author-X-Name-First: André Philippi Gonzaga de Author-X-Name-Last: Albuquerque Author-Name: Fagner José Coutinho de Melo Author-X-Name-First: Fagner José Coutinho de Author-X-Name-Last: Melo Author-Name: Lucas Ambrósio Bezerra de Oliveira Author-X-Name-First: Lucas Ambrósio Bezerra de Author-X-Name-Last: Oliveira Author-Name: Denise Dumke de Medeiros Author-X-Name-First: Denise Dumke de Author-X-Name-Last: Medeiros Title: Determinants of service quality in the COVID-19 times: an analysis of online shopping in Brazil Abstract: Society is undergoing social transformations due to the pandemic situation of COVID-19, and social isolation is the effective measure to combat the contagion of the virus. That said, people have taken other steps to make their purchases. Therefore, organisations need to adopt ways to invest in the quality of their services to achieve customer satisfaction. The objective of the paper is to structure a model for predicting the quality of service through the consumer when making their online purchases in times of the COVID-19. The results showed that 65.72% continue to make their purchases in person. For those who obeyed the preventive measure and made their purchases online, it was possible to realise that the characteristics linked to product excellence and delivery time were the factors that led to satisfaction. This research allowed starting a discussion that helps in customer satisfaction, understanding their behaviour in the face of this crisis. Journal: Int. J. of Services and Operations Management Pages: 429-447 Issue: 3 Volume: 46 Year: 2023 Keywords: quality of service; COVID-19; online shopping; ESQUAL; Brazil. File-URL: http://www.inderscience.com/link.php?id=134800 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:46:y:2023:i:3:p:429-447 Template-Type: ReDIF-Article 1.0 Author-Name: Alka Ashwini Nand Author-X-Name-First: Alka Ashwini Author-X-Name-Last: Nand Author-Name: Prakash Singh Author-X-Name-First: Prakash Author-X-Name-Last: Singh Author-Name: Ananya Bhattacharya Author-X-Name-First: Ananya Author-X-Name-Last: Bhattacharya Title: Examining trade-offs in the airline industry Abstract: Firms develop and manage their operational capabilities to improve efficiency and competitive positioning. However, as the theory of performance frontiers (TPF) suggests, there are limits to these gains. As firms become more efficient, they are likely to be trading off capabilities rather than pursuing them simultaneously. A key question that arises is whether these trade-offs are beneficial for firms. In this paper, we apply the TPF to firms in the airline industry. Specifically, we address whether a firm's efficiency levels are associated with trade-offs and if level of efficiency subsequently affects the firm's market success. We employed the data envelopment analysis (DEA) methodology to analyse operational capabilities and determine the efficiency of all airlines operating domestically in Australia over a ten-year period. The results show broad support for TPF. Firms that demonstrated efficiencies were trading off capabilities with associated market success. Journal: Int. J. of Services and Operations Management Pages: 322-345 Issue: 3 Volume: 46 Year: 2023 Keywords: theory of performance frontiers; TPF; trade-off model; cumulative model; data envelopment analysis; DEA; services; airlines. File-URL: http://www.inderscience.com/link.php?id=134801 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:46:y:2023:i:3:p:322-345 Template-Type: ReDIF-Article 1.0 Author-Name: Rafael Guillermo García-Cáceres Author-X-Name-First: Rafael Guillermo Author-X-Name-Last: García-Cáceres Author-Name: Ángela María Niño-Navarrete Author-X-Name-First: Ángela María Author-X-Name-Last: Niño-Navarrete Title: Cropland selection decision framework: an application to oil palm cultivation in Colombia Abstract: A reference framework for the evaluation of potentially suitable cropping areas is introduced. Such purpose is attained through the assessment of an ample series of productivity-and-sustainability-related criteria, which are typically applicable to perennial crops. This novel conceptual development is applied to a case study addressing the aptness of Colombian oil palm lands, with the aid of stochastic multi-criteria acceptability analysis ordinal (SMAA-O) as a decision support system. Based on a holistic set of 155 criteria embedded in nine categories that are applicable to any area unit, the framework in question integrates agribusiness, productivity and sustainability. Journal: Int. J. of Services and Operations Management Pages: 346-374 Issue: 3 Volume: 46 Year: 2023 Keywords: oil palm; land selection; SMAA-O; MCDM. File-URL: http://www.inderscience.com/link.php?id=134802 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:46:y:2023:i:3:p:346-374 Template-Type: ReDIF-Article 1.0 Author-Name: Suchita P. Lokhande Author-X-Name-First: Suchita P. Author-X-Name-Last: Lokhande Author-Name: Avinash D. Sarode Author-X-Name-First: Avinash D. Author-X-Name-Last: Sarode Title: Literature review of agile manufacturing enablers for Indian manufacturing industry Abstract: In manufacturing sector, the medium scale industries play an important role for the Indian economy. There is a drastic change in customer demands posing a major challenge before the manufacturing industries. Agile manufacturing (AM) is a concept which incorporates customer issues in the traditional manufacturing process, lack of awareness about the use of AM needs the proper identification of enablers considering Indian scenario. Agility is the amalgamation of technology and management which is useful in the manufacturing sector, thus the use of scalable framework and integrated computer manufacturing is the need of an hour. Medium scale industries are not aware about AM; however, it will be appropriate if the Indian manufacturing industry also makes use of AM. For the implementation of AM in the Indian manufacturing industry, the most essential enablers are identified in this paper. A phase wise literature survey spanning from year 1995 to 2020; divided in three phases of seven, seven and nine year respectively, provided the focus on the enablers. From the in-depth literature review of 167 papers and discussion with experts, we have 85 sub-criteria with 12 categories of enablers. Journal: Int. J. of Services and Operations Management Pages: 303-321 Issue: 3 Volume: 46 Year: 2023 Keywords: agile manufacturing; manufacturing industry; enablers; small and medium scale enterprises; SME. File-URL: http://www.inderscience.com/link.php?id=134803 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:46:y:2023:i:3:p:303-321 Template-Type: ReDIF-Article 1.0 Author-Name: Seong-Won Eum Author-X-Name-First: Seong-Won Author-X-Name-Last: Eum Title: The impact of student engagement on student loyalty and commitment Abstract: The changing higher education in Korea due to the declining college-age population and movement of students to different universities within Korea and abroad has driven studies on student loyalty in Korea. This study examines whether student engagement has a positive effect on student commitment and loyalty. Data was drawn from the National Assessment of Student Engagement in Learning (NASEL) survey responses of 342 undergraduate students in Korea. We created a measurement and structural model using Smart PLS 3.0. The findings of this study suggest that student engagement has a direct effect on loyalty and commitment. This finding supports the notion that engagement is an important factor that drives student loyalty and commitment. To enhance student loyalty, higher education institutions should recognise the value of making academics more challenging, encouraging learning with peers and experiences with faculty, and improving the campus environment. Journal: Int. J. of Services and Operations Management Pages: 375-392 Issue: 3 Volume: 46 Year: 2023 Keywords: student engagement; student commitment; student loyalty; NASEL; student retention. File-URL: http://www.inderscience.com/link.php?id=134815 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:46:y:2023:i:3:p:375-392 Template-Type: ReDIF-Article 1.0 Author-Name: Zahra Karimi Author-X-Name-First: Zahra Author-X-Name-Last: Karimi Author-Name: Pejman Ahmadi Author-X-Name-First: Pejman Author-X-Name-Last: Ahmadi Author-Name: Seyed Taghi Akhavan Niaki Author-X-Name-First: Seyed Taghi Akhavan Author-X-Name-Last: Niaki Author-Name: Marzieh Khakestari Author-X-Name-First: Marzieh Author-X-Name-Last: Khakestari Title: A multi-criteria facility location-allocation of green supply chains with perishable items Abstract: Due to the increasing environmental pollution caused by industrial and transportation systems, designing green supply chains has been of great interest to researchers. Optimal facility location increases material flow, improves customer services, and reduces costs and pollution associated with transportation. This paper investigates a multiple-criteria facility location-allocation problem for perishable items in a green supply chain. To this aim, a bi-objective optimisation model, which simultaneously optimises the total cost and the CO<SUB align="right"><SMALL>2</SMALL></SUB> emissions, is first developed. A non-dominated sorting genetic algorithm II (NSGA-II) and the Epsilon constraint method embedded in the GAMS software are utilised to find Pareto optimal solutions to the problem. The Taguchi approach is used to tune the NSGA-II algorithm parameters to find better-quality Pareto solutions. Generating 25 problem instances and using some evaluation indices such as solution quality, solution distance, and solution diversity, the above two methods' performance is compared statistically. The results show that while there is no significant difference between the two approaches in terms of the distance measure, NSGA-II performs better than GAMS in terms of the solution quality. Meanwhile, GAMS performs better than NSGA-II in terms of solution diversity. Journal: Int. J. of Services and Operations Management Pages: 393-428 Issue: 3 Volume: 46 Year: 2023 Keywords: location; green supply chain; non-dominated sorting genetic algorithm II; NSGA-II; epsilon-constraint method; multi-objective optimisation. File-URL: http://www.inderscience.com/link.php?id=134816 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:46:y:2023:i:3:p:393-428 Template-Type: ReDIF-Article 1.0 Author-Name: Mina Haghshenas Author-X-Name-First: Mina Author-X-Name-Last: Haghshenas Author-Name: Arash Nemati Author-X-Name-First: Arash Author-X-Name-Last: Nemati Author-Name: Ebrahim Asadi-Gangraj Author-X-Name-First: Ebrahim Author-X-Name-Last: Asadi-Gangraj Title: Cancer-curing supply chain planning with regard to hospital bed-capacity efficiency: a plan for Iran in 2040 Abstract: Nowadays, historical data show an increasing trend in cancer occurrence worldwide. Gathering all specialised cancer services in a cancer hospital increases cancer patients' satisfaction by decreasing fatigue, stress, and wasted time. This paper addresses the cancer hospital location-allocation problem as an important issue in cancer curing supply chain management. A mixed-integer linear mathematical model is developed to locate the cancer hospitals in candidate regions and allocate the cancer patients to proper destinations under bed-capacity efficiency consideration. The model minimises the total cost, including the cancer patients' travelling cost, and the allocated bed-capacity providing cost. The cancer hospitals' bed-capacity efficiency is mentioned as an important constraint of the model. The model is applied in the case of Iran in 2040. The cost parameters are calculated based on the time value of money concept. The annual cancer new cases in each province are forecasted by using simple linear regression models. Finally, 24 provinces are selected to construct at least one cancer hospital, and all cancer patients are allocated to them. The results can be used by Iran's governmental healthcare authorities or by private sector managers to do feasibility studies on cancer hospital construction until 2040. Journal: Int. J. of Services and Operations Management Pages: 170-186 Issue: 2 Volume: 45 Year: 2023 Keywords: supply chain planning; location-allocation; cancer hospital; capacity efficiency; linear regression model. File-URL: http://www.inderscience.com/link.php?id=131495 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:45:y:2023:i:2:p:170-186 Template-Type: ReDIF-Article 1.0 Author-Name: Alexandre Luis Prim Author-X-Name-First: Alexandre Luis Author-X-Name-Last: Prim Author-Name: Juliano Danilo Spuldaro Author-X-Name-First: Juliano Danilo Author-X-Name-Last: Spuldaro Author-Name: Tiago Pedro Nicchellatti Author-X-Name-First: Tiago Pedro Author-X-Name-Last: Nicchellatti Author-Name: Roberto Goularth Mendes Author-X-Name-First: Roberto Goularth Author-X-Name-Last: Mendes Title: Managing barriers for the big data analytics implementation through collaboration: an empirical research Abstract: Prior studies have highlighted several barriers to adopting emergent technologies; however, little is known about how collaboration mitigates those barriers and promotes new technologies. This study analyses the process of adoption of big data analytics (BDA) in a large cold-food distributor and the role of collaboration toward this progress. An inductive approach analyses a single case study. Concerned about reliability, 120 hours of observation, six interviews with managers and consultants, and documents and reports of the company have been triangulated. The findings highlight a set of internal barriers (e.g., complexity, infrastructure readiness, lack of skills, privacy issues and cultural barriers), external pressure and collaborative efforts with an IT consulting group along with the BDA implementation. This study contributes to the literature by highlighting the collaboration with key partners as an asset that mitigates internal barriers and external pressures toward emergent technologies adoption. Finally, implementing a BDA solution can provide useful information for managers making decisions effectively, leading to improved processes, higher quality, reduced costs, and creating value for customers. Journal: Int. J. of Services and Operations Management Pages: 187-206 Issue: 2 Volume: 45 Year: 2023 Keywords: barriers; big data analytics; BDA; IoT adoption; operational performance; collaboration. File-URL: http://www.inderscience.com/link.php?id=131496 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:45:y:2023:i:2:p:187-206 Template-Type: ReDIF-Article 1.0 Author-Name: Kiruba Nagini Raju Author-X-Name-First: Kiruba Nagini Author-X-Name-Last: Raju Author-Name: S.B. Venkatesh Author-X-Name-First: S.B. Author-X-Name-Last: Venkatesh Author-Name: V.P. Sriraman Author-X-Name-First: V.P. Author-X-Name-Last: Sriraman Title: A comparative study of the productivity and operational efficiency of container terminals of major Indian ports and Srilankan port using DEA (Malmquist index) Abstract: The purpose of this study is to compare the operational and technical efficiency of four Indian and one Srilankan Port, comprising of 13 Indian container terminals and 5 Srilankan container terminals. The relative efficiencies of these 18 terminals were analysed over a period of the last six years, starting from FY2013-2014 through FY2018-2019, by comparing the micro level factors contributing to the efficiency of ports. Data envelopment analysis (DEA) using Malmquist index was the methodology chosen for analysis. The study analysed the operational efficiency of the container terminals using a few factors like number of berths, depth of berths, quay cranes, goods handled in each terminal, yard size of container terminal, number of ships handled per container terminal, workforce deployed at each container terminal, and throughput of the terminals. The results exposed the fact that terminal efficiency was largely dependent on the technological changes. Journal: Int. J. of Services and Operations Management Pages: 151-169 Issue: 2 Volume: 45 Year: 2023 Keywords: port efficiency; container terminal efficiency; performance; Malmquist indices; data envelopment analysis; DEA; frontier analysis. File-URL: http://www.inderscience.com/link.php?id=131497 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:45:y:2023:i:2:p:151-169 Template-Type: ReDIF-Article 1.0 Author-Name: Chrystina Barros Author-X-Name-First: Chrystina Author-X-Name-Last: Barros Author-Name: Claudia Affonso Silva Araujo Author-X-Name-First: Claudia Affonso Silva Author-X-Name-Last: Araujo Title: The service profit chain in healthcare services: a systematic literature exploration Abstract: The objective of this study is to present a systematic literature review on the service profit chain (SPC) applied to the healthcare sector covering the articles published, limitations, and future research avenues. The search was performed in nine databases that cover international content in the fields of management and healthcare and also in Google Scholar. The findings demonstrate that the topic has been little studied so far. Among the 292 articles that included the term 'Service profit chain' in the title, abstract, or keyword, only 12 (4.1%) dealt with the healthcare sector. Most of the articles focused on the connection between employee satisfaction and customer satisfaction, and only one empirical study considered all the SPC links with only one research being conducted in a private institution. This review highlights the research gap in the current literature and provides direction for future research. Journal: Int. J. of Services and Operations Management Pages: 271-291 Issue: 2 Volume: 45 Year: 2023 Keywords: service profit chain; healthcare sector; systematic review. File-URL: http://www.inderscience.com/link.php?id=131498 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:45:y:2023:i:2:p:271-291 Template-Type: ReDIF-Article 1.0 Author-Name: Muhammad Usman Tariq Author-X-Name-First: Muhammad Usman Author-X-Name-Last: Tariq Title: Role of artificial intelligence in the enabling sustainable supply chain management during COVID-19 Abstract: The purpose of the paper is to investigate the functions of artificial intelligence in supply chain management. In recent years, artificial intelligence framework has accomplished human-like performances in various previously considered computationally impossible tasks. Better access to large amounts of information, improved algorithms, and advanced hardware systems have led to artificial technology development. Artificial technology has supported business organisations to enhance their data collection abilities with the rapid advancement of different tools. If a product depends on supplies from multiple suppliers, disruptions can have subsequent effects. Organisations must redesign supply chains, improve flexibility, and re-evaluate the relationship with suppliers to reduce systematic risks. The methodology used in this study is a critical review of previous literature related to this topic. We searched the articles in the English language by following general research procedures. We manually searched different relevant articles from EBSCO, ProQuest, Emerald Insight, Science direct, Taylor & Francis, Wiley, JSTOR, and IEEE. The findings present the significant functions of artificial intelligence on sustainable supply chain management in the COVID-19 scenario. Future research perspective is also discussed. Journal: Int. J. of Services and Operations Management Pages: 115-135 Issue: 1 Volume: 44 Year: 2023 Keywords: supply chain management; COVID-19; organisations; pandemic; sustainability; risks. File-URL: http://www.inderscience.com/link.php?id=128938 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:44:y:2023:i:1:p:115-135 Template-Type: ReDIF-Article 1.0 Author-Name: Evon Abu-Taieh Author-X-Name-First: Evon Author-X-Name-Last: Abu-Taieh Author-Name: Amal Al-Rasheed Author-X-Name-First: Amal Author-X-Name-Last: Al-Rasheed Author-Name: Manal Alohali Author-X-Name-First: Manal Author-X-Name-Last: Alohali Title: Extended-GS optimum solution for multi-criteria and multi-alternative problem Abstract: Decisions in this competitive and dynamic world must be correct, accurate, and objective. The process of deciding must be fast and precise. Since the dawn of technology, criteria and alternatives increased. Hence, tools, techniques, and methods were developed to conduct the process of decision making swiftly and correctly. Multi-criteria decision-making (MCDM) enhances the decision-making process by relying on calculated decisions rather than guessed decisions. Further, solving tools and techniques are perforated with gaps. To bridge such gaps between the tools and techniques, this paper suggests, extended version of Gale-Shapley (E-GS) algorithm that utilises three MCDM methods: analytic hierarchy process (AHP), weighted product model (WPM), and weighted sum model (WSM). The basic idea of the E-GS algorithm is feeding the preference lists required by the Gale-Shapley algorithm to produce an optimum match using WSM, WPM, and AHP models. E-GS combined the powers of all four algorithms to provide an optimum solution. Journal: Int. J. of Services and Operations Management Pages: 247-270 Issue: 2 Volume: 45 Year: 2023 Keywords: Gale and Shapley; analytic hierarchy process; AHP; weighted product model; WPM; weighted sum model; WSM; decision support systems; DSSs. File-URL: http://www.inderscience.com/link.php?id=131499 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:45:y:2023:i:2:p:247-270 Template-Type: ReDIF-Article 1.0 Author-Name: Jitendra Nenavani Author-X-Name-First: Jitendra Author-X-Name-Last: Nenavani Author-Name: Rajesh Kumar Jain Author-X-Name-First: Rajesh Kumar Author-X-Name-Last: Jain Title: Uncertainty, responsiveness and operational performance in supply chain: a conceptual study using contingency theory approach Abstract: Amid uncertainty from customers and suppliers, academicians and practitioners have focused on building a supply chain that is robust enough to withstand the disruption damages. Given the several supply chain risk mitigation strategies like flexibilities, agility and postponement, this is the first such paper to analyse the relationship between supply chain responsiveness and supply chain uncertainty through contingency theory lenses. To arrive at a conceptual framework that aims to build the relationship among the constructs, this study in detail has studied the literature of selected articles on supply chain uncertainty from peer-reviewed journals. Findings not only draw attention to the role of responsiveness in the supply chain under uncertainty but also indicate towards analysing the effect of the relationship between uncertainty and performance. Therefore, we believe that supply chain responsiveness, being a mediator in the framework presented, might lessen the impact of supply chain uncertainty on operational performance. Journal: Int. J. of Services and Operations Management Pages: 207-231 Issue: 2 Volume: 45 Year: 2023 Keywords: supply chain uncertainty; supply chain responsiveness; operational performance; contingency theory; supply chain strategy. File-URL: http://www.inderscience.com/link.php?id=131500 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:45:y:2023:i:2:p:207-231 Template-Type: ReDIF-Article 1.0 Author-Name: G.N. Sumathi Author-X-Name-First: G.N. Author-X-Name-Last: Sumathi Author-Name: I.S. Stephan Thangaiah Author-X-Name-First: I.S. Stephan Author-X-Name-Last: Thangaiah Title: Relationship between downsizing and organisational performance: serial mediation effect of employee morale and tolerance to ambiguity Abstract: The purpose of the study is to examine the impact of downsizing on organisational performance. The study adopts serial mediation analysis through employee morale and tolerance to the ambiguity between downsizing and organisational performance. It uses organisational support theory to establish the relationship among study variables. The data are collected from employees in the manufacturing unit using a questionnaire and analysed using structural equation modelling. The analysis found that downsizing positively impacted organisational performance and provided evidence that downsizing action, when viewed as affirmative action by employees, brings positive outcomes. The results emphasised the importance of employee morale and the need to create a culture of tolerance to ambiguity for achieving sustainable organisational performance. The study results added to the downsizing literature by establishing both its direct effect and indirect effect on organisational performance. Journal: Int. J. of Services and Operations Management Pages: 1-20 Issue: 1 Volume: 44 Year: 2023 Keywords: downsizing; employee morale; organisational performance; tolerance to ambiguity; manufacturing sector; employee attitude; serial mediation; survivors; structural equation modelling; positive action. File-URL: http://www.inderscience.com/link.php?id=128941 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:44:y:2023:i:1:p:1-20 Template-Type: ReDIF-Article 1.0 Author-Name: Laurent B. Yacoub Author-X-Name-First: Laurent B. Author-X-Name-Last: Yacoub Author-Name: Atef H. Harb Author-X-Name-First: Atef H. Author-X-Name-Last: Harb Title: A strategic assessment and evaluation of the major factors behind the high failure rate of many restaurants in the city of Beirut-Lebanon Abstract: Only 65% of restaurants survive beyond their fifth year, despite being a lucrative industry. Restaurant failure is prevalent in contemporary global business environments, including Lebanon. This study sought to explore external, internal, and personal factors that contributed to high closure rate of restaurants in Beirut despite its dining potential. A qualitative study using semi-structured interviews solicited owners' perception of restaurant failure. Using snowball sampling, we interviewed 28 restaurateurs who ceased operation before their fifth year of operation. Findings found internal more than external factors accounted for restaurant failure, with personal factors playing a significant role. The research recommends restaurateurs focus on prudent financial management by investing more on professional development, human resource management and marketing, and technological aids, and less on aesthetic or high-end items at start-up that reduce return on investments. Moreover, owners should develop and implement pragmatic and consistent business strategies to improve brand positioning and operational coherence. Journal: Int. J. of Services and Operations Management Pages: 43-61 Issue: 1 Volume: 44 Year: 2023 Keywords: strategic management; restaurant failure rates; Beirut restaurants; internal; external and personal factors; operations management; financial management; entrepreneurship; business life cycle; BLC; Lebanon. File-URL: http://www.inderscience.com/link.php?id=128942 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:44:y:2023:i:1:p:43-61 Template-Type: ReDIF-Article 1.0 Author-Name: Sundus Chishti Author-X-Name-First: Sundus Author-X-Name-Last: Chishti Author-Name: Salma Ahmed Author-X-Name-First: Salma Author-X-Name-Last: Ahmed Title: Managing a green supply chain: role of communication, collaboration, learning and trust Abstract: The study reveals that how the interplay of human dimensions - communication, collaboration, learning and trust, helps in managing a green supply chain. The study is based on primary data as well as secondary data. Primary data was collected by interviewing supply chain experts in academia and industry. Secondary data has been collected from various case studies and surveys. The study revealed the importance of communication, collaboration, learning, and trust in managing a green supply chain. Communication coupled with collaboration imparts learning, skill development among supply chain members. Frequent communication among supply chain members and collaborative initiatives fosters the inter-organisational relationships which impart trust in the relationships. When the various firms trust each other, they work together towards a common goal that creates positive outcomes. Supply chain managers need to develop a long-term relationship with other stakeholders to manage a green supply chain. Journal: Int. J. of Services and Operations Management Pages: 93-114 Issue: 1 Volume: 44 Year: 2023 Keywords: green supply chain management; GSCM; communication; collaboration; learning; trust; sustainability. File-URL: http://www.inderscience.com/link.php?id=128944 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:44:y:2023:i:1:p:93-114 Template-Type: ReDIF-Article 1.0 Author-Name: Tesfaye Gashaw Author-X-Name-First: Tesfaye Author-X-Name-Last: Gashaw Author-Name: Kassu Jilcha Author-X-Name-First: Kassu Author-X-Name-Last: Jilcha Title: Railway construction project risk assessment techniques: systematic literature review Abstract: The purpose of this study is to conduct a systematic literature review of risk analysis techniques for railway construction projects. This review includes related papers on construction project risk analysis methods published between January 2000 and March 2020. For this review, the existing project risk analysis methods are classified as probabilistic, fuzzy logic, multi-criteria decision-making (MCDM) and system dynamics approaches. The results of the review showed that fuzzy analytic hierarchy process (FAHP) and fuzzy analytic network process (FANP) are dominant hybrid MCDM approaches for construction project risk assessment. Nonetheless, these approaches have their own limitations to handle dynamic and feedback effects of project risks as well as update new information when available. Hence, for railway construction project risk assessment, hybrid approaches that can deal with uncertainty, causal relationship, feedback, correlated and conflicting criteria are recommended for future research. Journal: Int. J. of Services and Operations Management Pages: 21-42 Issue: 1 Volume: 44 Year: 2023 Keywords: railway construction project; risk analysis; risk assessment techniques; system dynamics; systematic literature review; fuzzy analytic hierarchy process; FAHP; fuzzy analytic network process; FANP; multi-criteria decision-making; MCDM. File-URL: http://www.inderscience.com/link.php?id=128945 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:44:y:2023:i:1:p:21-42 Template-Type: ReDIF-Article 1.0 Author-Name: Kaibalya Nayak Author-X-Name-First: Kaibalya Author-X-Name-Last: Nayak Author-Name: Deepak Singhal Author-X-Name-First: Deepak Author-X-Name-Last: Singhal Author-Name: Sushanta Tripathy Author-X-Name-First: Sushanta Author-X-Name-Last: Tripathy Author-Name: Biswajit Mohapatra Author-X-Name-First: Biswajit Author-X-Name-Last: Mohapatra Title: Evaluation of key enablers of green supply chain management in Indian manufacturing industries: a fuzzy approach Abstract: Manufacturing industries are an indispensable source for a nation's financial development; however, those industries are also a major source of increasing environmental issues. The situation is no different in India. Recently, green supply chain management (GSCM) is emerging as a key strategy that can reduce the negative impact on the environment. Indian manufacturing industries lag in implementing GSCM. This research highlights the different key factors that affect the execution of GSCM in the Indian manufacturing sector. Further, the fuzzy DEMATEL framework is established to prioritise the key factors and to establish a cause and effect relationship among the factors. The results of this study uncover that 'Environmental regulation and support factor' gains the dominant position among the main factors. Moreover, sub-factors like 'green innovation motivation', 'consumers' awareness about the environment', 'market competition', and 'reverse logistic adoption cost' create the highest impact on the execution of GSCM practices in Indian manufacturing firms. Journal: Int. J. of Services and Operations Management Pages: 62-92 Issue: 1 Volume: 44 Year: 2023 Keywords: green supply chain management; GSCM; key factors; fuzzy DEMATEL; India; manufacturing. File-URL: http://www.inderscience.com/link.php?id=128946 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:44:y:2023:i:1:p:62-92 Template-Type: ReDIF-Article 1.0 Author-Name: Morteza Raei Dehaghi Author-X-Name-First: Morteza Raei Author-X-Name-Last: Dehaghi Author-Name: Ali Chitsaz Esfahani Author-X-Name-First: Ali Chitsaz Author-X-Name-Last: Esfahani Author-Name: Seyed Hasan Hosseini Author-X-Name-First: Seyed Hasan Author-X-Name-Last: Hosseini Title: Tendency to innovate as the mediator of knowledge management and business performance Abstract: Knowledge management can play an important role in increasing efficiency and success of organisations. The present study aimed to investigate the effect of knowledge management on business performance with the mediating role of tendency to innovate in small and medium-sized industries in Mobarakeh Industrial Town. The present study is applied in terms of purpose and has a quantitative approach, and is descriptive and correlation in terms of method. The statistical population of this study consisted of all managers of small and medium-sized enterprises in Mobarakeh Industrial Town who were from 409 active companies. Sampling was performed by simple random sampling using Morgan table through which 118 people were selected. The knowledge management and business innovation questionnaire was used to collect the data. Data analysis was performed through structural equations. Based on the obtained results, the relationship between knowledge management and innovation and business is positive, meaning that the more is knowledge management and innovation, the more will be business. The impact of knowledge management on business was obtained as equal to 13%, and innovation on business as equal to 32%. Journal: Int. J. of Services and Operations Management Pages: 443-459 Issue: 4 Volume: 44 Year: 2023 Keywords: knowledge management; business performance; tendency to innovate; small and medium-sized enterprises; SMEs. File-URL: http://www.inderscience.com/link.php?id=130226 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:44:y:2023:i:4:p:443-459 Template-Type: ReDIF-Article 1.0 Author-Name: Mohammadjavad Nasiri Jahroudi Author-X-Name-First: Mohammadjavad Nasiri Author-X-Name-Last: Jahroudi Author-Name: Mehdi Nani Author-X-Name-First: Mehdi Author-X-Name-Last: Nani Author-Name: Ebrahim Safa Author-X-Name-First: Ebrahim Author-X-Name-Last: Safa Author-Name: Ehsan Sadeh Author-X-Name-First: Ehsan Author-X-Name-Last: Sadeh Title: Challenges of applying the contract integrated project delivery method in construction industry projects based on the knowledge-intensive service Abstract: In the present paper, an attempt has been made to identify the principles of the integrated project delivery (IPD) contract method, to assess the current status of infrastructure projects in developing countries to implement these principles. For this purpose, using a mixed method (qualitative and quantitative) and using interview tools and questionnaires, the opinions of experts in road construction projects in Iran were collected. The results of evaluating the current situation of these projects showed that in recent years, the application of participatory approaches, which is the beginning of IPD-based projects, is moving from the path of philosophy to the method of implementation. But there is still a long way to go to reach the end of the road, which is to complete projects with the IPD system. Also, based on the opinions of experts in examining the requirements and prerequisites for achieving the principles of IPD, various challenges were identified. Then, using integrated fuzzy multi-criteria decision-making methods (FAHP and FTOPSIS), these challenges were prioritised and corrective solutions for more important challenges were proposed. Journal: Int. J. of Services and Operations Management Pages: 317-354 Issue: 3 Volume: 44 Year: 2023 Keywords: contract; knowledge-intensive; construction management; fuzzy system. File-URL: http://www.inderscience.com/link.php?id=129461 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:44:y:2023:i:3:p:317-354 Template-Type: ReDIF-Article 1.0 Author-Name: Christian Stockmann Author-X-Name-First: Christian Author-X-Name-Last: Stockmann Author-Name: Herwig Winkler Author-X-Name-First: Herwig Author-X-Name-Last: Winkler Title: Robustness in production systems – findings from a systematic literature review Abstract: In production systems, the concept of robustness is widespread due to various applications, purposes, and interpretations. However, little is known about the conceptual characteristics of robustness in production settings and even less about its distinctions from other related terms – such as flexibility or agility. That is why this paper systematically reviews production literature to identify the contexts in which robustness is mostly applied and to analyse existing concepts. It is found that despite a vast literature body addressing robustness in varying forms, few studies cover it on a conceptual basis. Within this small sample, a rather general agreement on the meaning of robustness in production systems is found. However, details, interpretations, mentioned interlinkages to related terms differ across the identified literature. Based on the findings of the review and with the help of established literature on adjacent concepts, a comprehensive understanding of robustness in production systems is developed. Journal: Int. J. of Services and Operations Management Pages: 368-389 Issue: 3 Volume: 44 Year: 2023 Keywords: robustness; production management; production systems; stability; operations management; flexibility; resilience; resistance; changeability; agility. File-URL: http://www.inderscience.com/link.php?id=129462 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:44:y:2023:i:3:p:368-389 Template-Type: ReDIF-Article 1.0 Author-Name: Abdel-Aziz Ahmad Sharabati Author-X-Name-First: Abdel-Aziz Ahmad Author-X-Name-Last: Sharabati Title: Lean operations and competitive advantage in the pharmaceutical industry Abstract: The purpose of this research is to investigate the effect of lean operations on Jordanian pharmaceutical manufacturing (JPM) organisations' competitive advantage. The data was collected by using a questionnaire from 116 managers working at 10 out of 14 JPM organisations. After confirming the validity and reliability of the questionnaire, the researcher conducted a correlation test between variables to check relationships, then multiple regressions to test the hypothesis. The results show that JPM organisations implement selective lean tools and competitive advantage dimensions. The research found that there is a strong relationship between lean tools, and between competitive advantage dimensions, as well as, between lean tools and competitive advantage. Regressions show that lean tools significantly affect cost, speed, and reliability, but do not significantly affect quality and innovation. Moreover, lead-time, setup time, inspection time, and delivery time significantly affect competitive advantage, while inventory does not significantly affect competitive advantage. The research recommends that carrying out similar studies to investigate the effect of lean tools on other industries in Jordan, and on the pharmaceutical industry in other counties to test results generalisability. Journal: Int. J. of Services and Operations Management Pages: 293-316 Issue: 3 Volume: 44 Year: 2023 Keywords: lean operations; lead-time; setup time; inspection time; delivery time; inventory; competitive advantage; pharmaceutical industry. File-URL: http://www.inderscience.com/link.php?id=129463 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:44:y:2023:i:3:p:293-316 Template-Type: ReDIF-Article 1.0 Author-Name: João Faustino Author-X-Name-First: João Author-X-Name-Last: Faustino Author-Name: Rúben Pereira Author-X-Name-First: Rúben Author-X-Name-Last: Pereira Author-Name: Miguel Mira da Silva Author-X-Name-First: Miguel Mira da Author-X-Name-Last: Silva Title: The influence of DevOps practices in ITSM processes Abstract: In an information technology (IT) perspective, the world is evolving at a great speed. The IT services have expanded, most organisations started to implement processes that enable the lifecycle of these IT services. The discipline that covers all these processes is called IT service management (ITSM). Nevertheless, ITSM nowadays is seen as a bureaucratic discipline, where the process of creation and support of the IT services are two separate teams. There is an emerging agile culture called DevOps that aims to bridge these two teams: development and operations. The focus of this bridge-into-one team is to deliver quality software and secure its operation. This research systematic analyses the literature and shed light on how DevOps practices can assist ITSM processes. This research concludes that <i>automated deployment</i> as the most useful practice and <i>incident and problem management</i> is the most beneficial processes. Future directions are pointed. Journal: Int. J. of Services and Operations Management Pages: 390-407 Issue: 3 Volume: 44 Year: 2023 Keywords: DevOps practices; agile; ITSM processes; influence. File-URL: http://www.inderscience.com/link.php?id=129464 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:44:y:2023:i:3:p:390-407 Template-Type: ReDIF-Article 1.0 Author-Name: Amgad S.D. Khaled Author-X-Name-First: Amgad S.D. Author-X-Name-Last: Khaled Author-Name: Salma Ahmed Author-X-Name-First: Salma Author-X-Name-Last: Ahmed Title: An empirical study of the role of technological acceptance model on retail service industry using a moderation effect Abstract: The main aim of this research is to evaluate the direct and indirect effect of information technology on productivity in retail services. The study uses a survey questionnaire that was adapted from literature to measure the impact of Information Technology on Retail service productivity. Data was collected from the employees at retail stores in different cities in Indian. Further, data was analysed using two statistical software SPSS 25 and AMOS 25. The study concluded that perceiving ease of use, perceiving adoptiveness, and perceiving usefulness has a substantial effect on the profitability of retail services. However, the study found that superior functionality has no significant effect on the productivity of retail services. The study has consequences for managers in retail stores and retail workers working at retail outlets. Journal: Int. J. of Services and Operations Management Pages: 232-246 Issue: 2 Volume: 45 Year: 2023 Keywords: information technology; TAM; ease of use; usefulness; adoptiveness; superior functionality; employee satisfaction; retail. File-URL: http://www.inderscience.com/link.php?id=131513 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:45:y:2023:i:2:p:232-246 Template-Type: ReDIF-Article 1.0 Author-Name: Pardeep Gupta Author-X-Name-First: Pardeep Author-X-Name-Last: Gupta Author-Name: Ankesh Mittal Author-X-Name-First: Ankesh Author-X-Name-Last: Mittal Title: Realising leadership in Indian market by Deming awarded original equipment manufacturing industry through TQM Abstract: This paper attempts to investigate how different approach used for implementing total quality management (TQM) in a tyres manufacturing industry facilitated the realisation of leadership in the Indian market. The other aims of the study are to investigate the key issues faced by the industry before initiating TQM and examine the benefits gained after TQM. The industry was facing some critical business issues since 1996 such as low productivity, financial crisis and low market share. To defeat these issues, the industry leadership adopted TQM for improving its business performance in 2008. The TQM implementation remained successful and as a result, it gained top market position, the customer satisfaction score improved to 81 from 75, market share enhanced by 19.1% and employees participation increased by 73.5% in a period from 2009 to 2016. Finally, the industry received the Deming Prize in 2017 because of significant improvement in organisational performance. Journal: Int. J. of Services and Operations Management Pages: 426-441 Issue: 3 Volume: 44 Year: 2023 Keywords: total quality management; TQM; Deming Award; operational excellence; continuous improvement; business model. File-URL: http://www.inderscience.com/link.php?id=129465 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:44:y:2023:i:3:p:426-441 Template-Type: ReDIF-Article 1.0 Author-Name: D. Ramesh Kumar Author-X-Name-First: D. Ramesh Author-X-Name-Last: Kumar Author-Name: S.R. Devadasan Author-X-Name-First: S.R. Author-X-Name-Last: Devadasan Author-Name: D. Elangovan Author-X-Name-First: D. Author-X-Name-Last: Elangovan Title: Model for spotting and eliminating non-value adding activities: a theoretical foundation for applying lean strategies in conventional manufacturing engineering organisations Abstract: During the past three decades, manufacturing organisations have been implementing lean manufacturing paradigm to acquire competitive strength. Yet, researchers have been reporting the failure of the efforts made to implement lean manufacturing paradigm in conventional manufacturing engineering companies. Hence, a need has arisen to spot non-value adding activities (NVAAs) and to eliminate them in conventional manufacturing engineering companies. In this background, the research reported in this paper was carried out in which a model named as spotting and eliminating NVAAs in manufacturing engineering organisations (SENIM) was designed. The details of designing SENIM model and the steps to be followed to implement the same are presented in this article. The article is concluded by claiming that the implementation of SENIM model will enable the conventional manufacturing engineering companies to successfully implement lean manufacturing paradigm and acquire competitive strength. Journal: Int. J. of Services and Operations Management Pages: 408-425 Issue: 3 Volume: 44 Year: 2023 Keywords: lean manufacturing; non-value adding activities; NVAAs; waste elimination; just in time; JIT; Toyota Production System; TPS. File-URL: http://www.inderscience.com/link.php?id=129466 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:44:y:2023:i:3:p:408-425 Template-Type: ReDIF-Article 1.0 Author-Name: Neni Vesna Madjid Author-X-Name-First: Neni Vesna Author-X-Name-Last: Madjid Author-Name: Saldi Isra Author-X-Name-First: Saldi Author-X-Name-Last: Isra Author-Name: Kurnia Warman Author-X-Name-First: Kurnia Author-X-Name-Last: Warman Author-Name: Mardenis Author-X-Name-First: Author-X-Name-Last: Mardenis Author-Name: Hilaire Tegnan Author-X-Name-First: Hilaire Author-X-Name-Last: Tegnan Title: The execution of worker layoff disputes verdicts at the industrial relationship courts in Indonesia Abstract: The implementation of the rulings on worker layoffs at the labour court known as industrial relationships court at district courts is crucial as it deals with the protection of workers' rights in a layoff dispute settlement. This paper discusses the execution of the verdicts of layoff dispute cases at three district courts, namely Padang, Pekanbaru, and Central Jakarta district courts. In doing so, the paper seeks to address the question as to whether or not the industrial relationship court does justice to workers in Indonesia. The purpose of the study is to shed light on the legal and emotional battles industrial workers must fight for justice. Using a normative approach, this study reveals that many of the verdicts reached in layoff dispute cases remain unexecuted because the procedural law that applies in resolving these disputes lacks legal force. Journal: Int. J. of Services and Operations Management Pages: 136-148 Issue: 1 Volume: 44 Year: 2023 Keywords: worker layoff disputes; court verdicts; employment termination; industrial relationship courts; Indonesia. File-URL: http://www.inderscience.com/link.php?id=128974 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:44:y:2023:i:1:p:136-148 Template-Type: ReDIF-Article 1.0 Author-Name: Rakesh Sookoo Author-X-Name-First: Rakesh Author-X-Name-Last: Sookoo Author-Name: Joseph Iwaro Author-X-Name-First: Joseph Author-X-Name-Last: Iwaro Author-Name: Abrahams Mwasha Author-X-Name-First: Abrahams Author-X-Name-Last: Mwasha Title: Development of a workmanship management system for performance appraisal of construction projects Abstract: One of the most significant aspects of quality in a project is the workmanship. Poor workmanship is one of the more crucial issues confronting local contractors in most developing countries and can also destroy projects already completed. Several studies have been conducted on factors contributing to poor workmanship and measures to mitigate the problem. A lack of experience, language barriers, lack of communication, unsuitable construction equipment, poor weather, and limited time and cost have been identified to be among the most notable contributors of poor workmanship. Regrettably, research conducted to date has focused inadequately on implementing and assessing alternative methods to improve workmanship performance. The study provides a critical assessment of researched literature to develop a conceptual integrated workmanship benchmarking framework and is expected to guide the development of a workmanship performance assessment tool and policy for the construction industry in Trinidad and Tobago. Journal: Int. J. of Services and Operations Management Pages: 113-129 Issue: 1 Volume: 45 Year: 2023 Keywords: workmanship; performance; framework; construction; projects; appraisal; benchmarking. File-URL: http://www.inderscience.com/link.php?id=131280 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:45:y:2023:i:1:p:113-129 Template-Type: ReDIF-Article 1.0 Author-Name: Bruno Barbosa Sousa Author-X-Name-First: Bruno Barbosa Author-X-Name-Last: Sousa Author-Name: Gisela Maria Alves Author-X-Name-First: Gisela Maria Author-X-Name-Last: Alves Title: The influence of branding and communication on the perception of value: a study from the perspective of medical tourism services Abstract: The practice of healthcare management and medical tourism depends on successfully informing potential patients about procedure options, service excellence, treatment facilities, tourism opportunities, travel benefits and destination choice. Emerging perspectives explored include targeting profitable customers, using the strongest possible strategies for customer bonding, marketing to employees and other stakeholders, and building trust as a marketing tool in healthcare management and medical tourism contexts. Patient satisfaction appears to play an important mediating role in increasing the strength of the association between healthcare quality and patient trust in healthcare service provider (service excellence). The main purpose of this study is to analyse how relationship marketing relates to other relevant variables in consumer's behaviour applied to healthcare management and medical tourism contexts. A theoretical model is developed specifying antecedents of satisfaction and loyalty in healthcare management and medical tourism contexts. Journal: Int. J. of Services and Operations Management Pages: 355-367 Issue: 3 Volume: 44 Year: 2023 Keywords: healthcare management; medical tourism; relationship marketing; service excellence. File-URL: http://www.inderscience.com/link.php?id=129488 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:44:y:2023:i:3:p:355-367 Template-Type: ReDIF-Article 1.0 Author-Name: Arghya Ray Author-X-Name-First: Arghya Author-X-Name-Last: Ray Author-Name: Pradip Kumar Bala Author-X-Name-First: Pradip Kumar Author-X-Name-Last: Bala Author-Name: Rashmi Jain Author-X-Name-First: Rashmi Author-X-Name-Last: Jain Title: Assessing the factors influencing continued use of online-food-delivery services and the impact on health: a multi-group analysis Abstract: Online-food-delivery (OFD) services among consumers have not only revolutionised the food industry but have also impacted the lifestyle of individuals. The purpose of this study is to empirically explore the factors that affect the use of OFDs, and the influence of continued use of OFDs on consumer's food consumption pattern and health concerns. A mixed-method approach was considered, comprising of qualitative interviews of 12 OFD users and later a quantitative cross-sectional survey of 292 Gen Y OFD users from India. The findings suggest a significant association between emotional values, conditional values, monetary values and health consciousness on intention. Additionally, there is also a notable positive influence of continuance intention on changing-food-consumption-pattern and health issues. A multi-group analysis was also conducted to assess the varying impact of the variables when compared among different groups (place-of-stay, gender, and occupation). This study concludes with the research implications, limitations and future scope. Journal: Int. J. of Services and Operations Management Pages: 1-36 Issue: 1 Volume: 45 Year: 2023 Keywords: changing food consumption pattern; CFCP; fast food consumption; health consciousness; health concerns; online-food-delivery; OFD; perceived values. File-URL: http://www.inderscience.com/link.php?id=131281 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:45:y:2023:i:1:p:1-36 Template-Type: ReDIF-Article 1.0 Author-Name: Nadia Anridho Author-X-Name-First: Nadia Author-X-Name-Last: Anridho Author-Name: Wann-Yih Wu Author-X-Name-First: Wann-Yih Author-X-Name-Last: Wu Author-Name: Mohamad Suyunus Author-X-Name-First: Mohamad Author-X-Name-Last: Suyunus Title: Service innovation: the effects of organisational contingencies Abstract: This study examines the effects of organisational contingencies such as service climate, service culture, environmental dynamism, and environmental heterogeneity on service innovation and examines service innovation's effect on organisational performance. We employed a survey study with 202 respondents from Indonesian retail companies for data analysis. Then, PLS-SEM was used to analyse the data. The results showed that service climate, service culture, environmental dynamism, and environmental heterogeneity positively affect service innovation. Furthermore, we found that service innovation enhances organisational performance. This study contributes to service innovation literature by examining organisational contingencies as the antecedents of service innovation with evidence from the Indonesian retail industry. Journal: Int. J. of Services and Operations Management Pages: 54-70 Issue: 1 Volume: 45 Year: 2023 Keywords: organisational contingencies; service innovation; organisational performance. File-URL: http://www.inderscience.com/link.php?id=131282 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:45:y:2023:i:1:p:54-70 Template-Type: ReDIF-Article 1.0 Author-Name: Themer Miralha Soares Author-X-Name-First: Themer Miralha Author-X-Name-Last: Soares Author-Name: Fernando Bernardi de Souza Author-X-Name-First: Fernando Bernardi de Author-X-Name-Last: Souza Author-Name: Carlos Roberto Garcia Cottas Author-X-Name-First: Carlos Roberto Garcia Author-X-Name-Last: Cottas Title: Evaluating the theory of constraints business strategy approach from the perspective of the schools of strategic thought Abstract: The <i>theory of constraints</i> (TOC) has long been developing methods to assist the strategic planning processes of organisations. However, such methods have received little academic attention. The objective of this article, by way of a systematic literature review, is to identify the main points of strategic planning from a TOC perspective and then compare them with the ten schools of strategic thought identified within the literature. The study reveals that TOC presents parallels with the premises of a number of these schools of thought, but it also posits particularities in regard to its own proposals for formulating and executing business strategies. Journal: Int. J. of Services and Operations Management Pages: 37-53 Issue: 1 Volume: 45 Year: 2023 Keywords: theory of constraints; TOC; schools of thought; business strategy; strategic planning; viable vision; strategies and tactics tree. File-URL: http://www.inderscience.com/link.php?id=131283 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:45:y:2023:i:1:p:37-53 Template-Type: ReDIF-Article 1.0 Author-Name: Piotr Grajewski Author-X-Name-First: Piotr Author-X-Name-Last: Grajewski Author-Name: Piotr Sliż Author-X-Name-First: Piotr Author-X-Name-Last: Sliż Author-Name: Candace M. TenBrink Author-X-Name-First: Candace M. Author-X-Name-Last: TenBrink Title: Assessing efficiency and effectiveness in the automotive after-sales processes - Polish experiences Abstract: This study investigates the operational efficiency and effectiveness of the regulated automotive after-sales repair processes in Poland. We add quantitative analysis to an area that has been understudied but impacts a great number of businesses and customers. This research investigates the depth of research in the process area of the automotive aftermarket using a quantitative bibliometric analysis and the CRISP-DM methodology for raw data mining in combination with process mining to examine the repairs. Our analysis found that the majority of the repairs were inefficient and ineffective. In addition, we conclude that the low level of repair process flexibility leads to increased repair times and process inefficiencies. Journal: Int. J. of Services and Operations Management Pages: 71-91 Issue: 1 Volume: 45 Year: 2023 Keywords: process measurement; process efficiency; process effectiveness; process management; automotive after-sales process. File-URL: http://www.inderscience.com/link.php?id=131284 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:45:y:2023:i:1:p:71-91 Template-Type: ReDIF-Article 1.0 Author-Name: Sudarshan Maity Author-X-Name-First: Sudarshan Author-X-Name-Last: Maity Author-Name: Tarak Nath Sahu Author-X-Name-First: Tarak Nath Author-X-Name-Last: Sahu Title: Mergers in banking industry: some emerging issues Abstract: In recent times, banks in India are indeed facing various challenges from downtrend of deposits growth, lower growth of credit disbursement, target to fulfil the financial inclusion and mounting of non-performing assets, rising of operational cost, the requirement of capital infusion by the government, reconstruction and many more. This study aims to illuminate the key issues surrounding the recent mergers in the Indian banking sector. Further, it measures the technical efficiency of Indian public sector banks by using data envelopment analysis to investigate the pre-merger efficiency of the ten merger banks as well as other banks in the group. The application of the Welch's t-test shows the non-existence of a significant difference in the efficiency scores among the two groups. This study further enumerates the challenges they can face from the different angles of operational, synchronise of products, integrating technology, etc. Journal: Int. J. of Services and Operations Management Pages: 130-150 Issue: 1 Volume: 45 Year: 2023 Keywords: merger; public sector banks; PSBs; data envelopment analysis; DEA; Welch's t-test. File-URL: http://www.inderscience.com/link.php?id=131285 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:45:y:2023:i:1:p:130-150 Template-Type: ReDIF-Article 1.0 Author-Name: Nilson Cibério de Araújo Leão Author-X-Name-First: Nilson Cibério de Araújo Author-X-Name-Last: Leão Author-Name: Fagner José Coutinho de Melo Author-X-Name-First: Fagner José Coutinho de Author-X-Name-Last: Melo Author-Name: Raíssa Corrêa de Carvalho Author-X-Name-First: Raíssa Corrêa de Author-X-Name-Last: Carvalho Author-Name: Denise Dumke de Medeiros Author-X-Name-First: Denise Dumke de Author-X-Name-Last: Medeiros Title: A quality-based customer service system approach Abstract: This paper aims to develop an approach to improve the quality of the relationship between supplier and customer in the service process, disseminating the necessary information to translate the customer's needs into quality requirements. The proposed approach uses the principles of the management excellence models, the ISO 9001:2015 certification and the quality function deployment tool. The customer service system (CSS) focuses on quality for service organisations. For this, the CSS adopts tools from the literature that are easy to apply, not requiring large investments from the organisation. This study contributes to organisations that intend to guide their management in a systemic methodology of adaptation to the requirements of the interaction between the supplier and the customer, since creating relationships with customers is a priority in several organisations. In addition, this approach aims to contribute to the literature and to the managerial decision-making process. Journal: Int. J. of Services and Operations Management Pages: 484-513 Issue: 4 Volume: 45 Year: 2023 Keywords: total quality management; TQM; excellence management models; quality function deployment; QFD; customer service system; CSS. File-URL: http://www.inderscience.com/link.php?id=132856 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:45:y:2023:i:4:p:484-513 Template-Type: ReDIF-Article 1.0 Author-Name: Jenaro Nosedal-Sanchez Author-X-Name-First: Jenaro Author-X-Name-Last: Nosedal-Sanchez Author-Name: Carlos Rivera-Mejia Author-X-Name-First: Carlos Author-X-Name-Last: Rivera-Mejia Author-Name: Javier Garcia-Gutierrez Author-X-Name-First: Javier Author-X-Name-Last: Garcia-Gutierrez Title: Identification of efficient production plans for a food packaging process using discrete event simulation Abstract: This paper addresses the problem of modelling and analysing the production capacity of a food packaging process. The model is formalised using coloured Petri nets and was implemented in <i>CPNTools</i>. The results reported correspond to the functional verification and the state space analysis of the model for determining the availability of each packing line and the overall availability of the system. The model allows obtaining measures such as the ratio between the production time and the time available for a specific period of production under different demand scenarios, determining the effect of a different assignment of the orders among the available packing lines. The results allow identification of work schedules for the best use of the packing lines capacity. The proposed framework is tested using a real case study, where a set of several feasible production plans are generated and the best course of action among these alternatives is identified. Journal: Int. J. of Services and Operations Management Pages: 427-445 Issue: 4 Volume: 45 Year: 2023 Keywords: discrete event simulation; capacity analysis; production planning; operations management. File-URL: http://www.inderscience.com/link.php?id=132857 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:45:y:2023:i:4:p:427-445 Template-Type: ReDIF-Article 1.0 Author-Name: Kathyana Vanessa Diniz Santos Author-X-Name-First: Kathyana Vanessa Diniz Author-X-Name-Last: Santos Author-Name: Fernanda Paes Arantes Author-X-Name-First: Fernanda Paes Author-X-Name-Last: Arantes Author-Name: Maria Silene Alexandre Leite Author-X-Name-First: Maria Silene Alexandre Author-X-Name-Last: Leite Author-Name: Antonio Cezar Bornia Author-X-Name-First: Antonio Cezar Author-X-Name-Last: Bornia Title: Supplier's performance evaluation in supply chains using item response theory Abstract: This study aims to propose a new methodology for supplier evaluation in supply chains. Using a questionnaire with 33 items that included five dimensions of supplier performance according to the literature (cost, time, quality, flexibility and innovation), it was possible to evaluate 243 supply links of 148 Brazilian companies. These results were evaluated using the IRT graded response model. IRT graded response model allowed a difficulty parameter to be established for each category of the presented items, defining performance levels in an interpretable scale that indicates the aspects served by each evaluated relationship. Depending on what the client company expects and prioritises in the performance of its suppliers, it can associate scale levels (and the presence and/or absence of certain aspects) with decisions about what to do in the relationship with the supplier company (e.g., strengthen relations, request changes in behaviour or terminate relationship). Journal: Int. J. of Services and Operations Management Pages: 530-551 Issue: 4 Volume: 45 Year: 2023 Keywords: supplier performance; supplier evaluation; supplier management; supply chain management; item response theory; IRT. File-URL: http://www.inderscience.com/link.php?id=132858 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:45:y:2023:i:4:p:530-551 Template-Type: ReDIF-Article 1.0 Author-Name: Albi Thomas Author-X-Name-First: Albi Author-X-Name-Last: Thomas Author-Name: M. Suresh Author-X-Name-First: M. Author-X-Name-Last: Suresh Title: Readiness assessment for change in primary healthcare due to COVID-19 pandemic Abstract: The primary objective of this paper is to develop an assessment framework for readiness for change in Primary Healthcare due to the COVID-19 pandemic in order to improve daily routine operations. The conceptual framework is developed with three enablers, ten criteria and 58 attributes. Multi-grade fuzzy is used for readiness assessment and an importance performance analysis (IPA) approach is used for classification of attributes. The readiness index of the case primary health centre is nine and also 13 weaker attributes were identified to improve the index further. This assessment framework will help the healthcare managers to increase the readiness level for change in their operations to face the COVID-19 challenges. Journal: Int. J. of Services and Operations Management Pages: 552-568 Issue: 4 Volume: 45 Year: 2023 Keywords: primary healthcare; readiness for change; COVID-19 era; hospital operations; multi-grade fuzzy; importance performance analysis; IPA. File-URL: http://www.inderscience.com/link.php?id=132859 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:45:y:2023:i:4:p:552-568 Template-Type: ReDIF-Article 1.0 Author-Name: Sulagna Das Author-X-Name-First: Sulagna Author-X-Name-Last: Das Author-Name: Amar Kumar Mishra Author-X-Name-First: Amar Kumar Author-X-Name-Last: Mishra Author-Name: Somnath Paul Author-X-Name-First: Somnath Author-X-Name-Last: Paul Title: Non-performing assets - an important parameter of measuring the financial soundness of banks Abstract: Non-performing asset has been a big issue in the banking sector for a long time. In recent years, this has gone down due to the recovery and other measures adopted by the Government of India. The present paper studies the non-performing assets of the public sector banks, private sector banks and scheduled commercial banks, arising in both priority and non-priority sectors in India. The paper is divided into three parts. The first part observes the trend of non-performing assets occurring in the priority and non-priority sector, in case of the three bank groups. The second part analyses if there is any difference in the gross non-performing asset occurrence pattern between and within the bank groups, for priority sector and non-priority sector lending. The third part of the paper analyses if there is any impact of the gross non-performing asset on the gross advances in priority sector and non-priority sector. Journal: Int. J. of Services and Operations Management Pages: 514-529 Issue: 4 Volume: 45 Year: 2023 Keywords: non-performing assets; priority sector; non-priority sector. File-URL: http://www.inderscience.com/link.php?id=132860 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:45:y:2023:i:4:p:514-529 Template-Type: ReDIF-Article 1.0 Author-Name: Alireza Ebrahimi Bagha Author-X-Name-First: Alireza Ebrahimi Author-X-Name-Last: Bagha Author-Name: Farhad Hosseinzadeh Lotfi Author-X-Name-First: Farhad Hosseinzadeh Author-X-Name-Last: Lotfi Author-Name: Alireza Amirteimoori Author-X-Name-First: Alireza Author-X-Name-Last: Amirteimoori Author-Name: Mohsen Rostamy-Malkhlifeh Author-X-Name-First: Mohsen Author-X-Name-Last: Rostamy-Malkhlifeh Title: Periodic equivalent to evaluate the dynamic efficiency of units with multi-stage network structure Abstract: In this study, while presenting the existing methods and models in evaluating network envelopment analysis, the challenges of previous models are analysed. Finally, the models proposed in this paper are presented for evaluating the dynamic performance of n-stage and n-sub process units based on the simultaneous evaluation of overall and sub-process efficiency and model optimisation based on a solid efficiency model. Also, the approach of converting multistage networks to two-stage networks for this study was presented. These models, defined based on a two-stage network structure, can simultaneously evaluate the efficiency of the entire network and the dynamic efficiency of the sub-processes and their interactions across different periods. With a real and practical example based on the idea of this research and its inference model, the dynamic performance over four years was evaluated in the top 15 carpet production plants in Iran. Journal: Int. J. of Services and Operations Management Pages: 446-483 Issue: 4 Volume: 45 Year: 2023 Keywords: dynamic performance; network DEA; multi-stage network; performance evaluation; sub-process efficiency; dynamic network DEA; efficiency evaluation. File-URL: http://www.inderscience.com/link.php?id=132861 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:45:y:2023:i:4:p:446-483