Template-Type: ReDIF-Article 1.0
Author-Name: M. Muhshin Aziz Khan
Author-X-Name-First: M. Muhshin Aziz
Author-X-Name-Last: Khan
Author-Name: Ahmed Sayem
Author-X-Name-First: Ahmed
Author-X-Name-Last: Sayem
Author-Name: Pronob Kumar Biswas
Author-X-Name-First: Pronob Kumar
Author-X-Name-Last: Biswas
Title: Workplace productivity of service industry: evidence from public and private banks of Bangladesh
Abstract:
The service industry has received considerable critical attention in countries around the globe to cope with the increasing challenges of developing economies. To make the service industry competitive, enhancing workplace productivity is essential. This paper aims to address the relevance of workplace productivity with the productivity of banking services. The paper reports on a study conducted on Bangladesh's reputed public and private banks. We adopt quantitative research using a questionnaire-based survey methodology that includes employees working in selected banks through convenience sampling. A total of 182 responses have been recorded, and SPSS v25 was used for data analysis. This study demonstrates that the strength and direction of the linkage between identified components and workplace productivity played an essential role in the productivity improvement of banking services. This study will help the practitioners manage the productivity determinant factors, enhancing the overall productivity of banks and other service-oriented businesses.
Journal: Int. J. of Services and Operations Management
Pages: 423-448
Issue: 4
Volume: 47
Year: 2024
Keywords: productivity improvement; service industry; banking services; workplace productivity; Bangladesh.
File-URL: http://www.inderscience.com/link.php?id=137990
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Handle: RePEc:ids:ijsoma:v:47:y:2024:i:4:p:423-448

Template-Type: ReDIF-Article 1.0
Author-Name: G. Yoganandan
Author-X-Name-First: G.
Author-X-Name-Last: Yoganandan
Author-Name: M. Vasan
Author-X-Name-First: M.
Author-X-Name-Last: Vasan
Author-Name: László Vértesy
Author-X-Name-First: László
Author-X-Name-Last: Vértesy
Title: Evaluating the effect of logistics service quality on customer satisfaction and loyalty
Abstract:
International logistics is the critical linkage in the productivity of international supply chain operations. Notably, there are no such relevant studies during this current COVID-19 pandemic period, thus, require more evidence. Therefore, this research intends to evaluate the logistics service quality of international logistic service providers (freight forwarders) in Tuticorin, India. A questionnaire was derived from earlier studies to gather data from (N &#61; 180) clients of freight forwarders. EFA and CFA were employed to extract variables. Further, the causal effect among the study constructs is assessed using SEM. The results confirm that tangibility, responsiveness, reliability, empathy, assurance, and value are positively correlated to the loyalty of customers whereas the safety dimension has a negative influence on it. This study proves that satisfaction also independently enhances customer loyalty. This study provides valuable insights for managers to improve customer loyalty to thrive in their business.
Journal: Int. J. of Services and Operations Management
Pages: 515-534
Issue: 4
Volume: 47
Year: 2024
Keywords: logistics service providers; international logistics; loyalty; service quality; satisfaction; supply chain management.
File-URL: http://www.inderscience.com/link.php?id=137991
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Handle: RePEc:ids:ijsoma:v:47:y:2024:i:4:p:515-534

Template-Type: ReDIF-Article 1.0
Author-Name: Ebrahim Aghazadeh
Author-X-Name-First: Ebrahim
Author-X-Name-Last: Aghazadeh
Author-Name: Hasan Yildirim
Author-X-Name-First: Hasan
Author-X-Name-Last: Yildirim
Title: A decision support framework to evaluate the main factors affecting the selection of sustainable materials in construction projects
Abstract:
In the present paper, a decision support framework is proposed to solve the problem of sustainable material selection in the construction industry. The developed framework is configured based on statistical analysis methods and a hybrid fuzzy MCDM method. By combining fuzzy AHP and fuzzy TOPSIS methods, the proposed framework was created and implemented for a case study in a mass-house building project in Iran. The purpose of the decision-making process was to choose a new optimal construction system considering criteria affecting the sustainable materials. The results of the ranking criteria showed that the most significant sub-criteria for the selection of sustainable materials were minimising the environmental impacts (ozone depletion, etc.), life-cycle cost, capability to optimise energy consumption, compatibility with sustainable development regulations (LCA, LEED, etc.), material investment long-term cost, respectively. The results also showed that the LSF, ICF, and 3DP systems have more priorities than others, respectively.
Journal: Int. J. of Services and Operations Management
Pages: 449-495
Issue: 4
Volume: 47
Year: 2024
Keywords: decision support framework; affecting factors; sustainable material selection; factor analysis; hybrid fuzzy MCDM methods.
File-URL: http://www.inderscience.com/link.php?id=137992
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Handle: RePEc:ids:ijsoma:v:47:y:2024:i:4:p:449-495

Template-Type: ReDIF-Article 1.0
Author-Name: Domingos Fernandes Campos
Author-X-Name-First: Domingos Fernandes
Author-X-Name-Last: Campos
Author-Name: Patricia Silva Rebouças &#100;e Araújo
Author-X-Name-First: Patricia Silva Rebouças &#100;e
Author-X-Name-Last: Araújo
Author-Name: Daniel Cavalcanti Fernandes Campos
Author-X-Name-First: Daniel Cavalcanti Fernandes
Author-X-Name-Last: Campos
Title: Dimensions of hotel service quality and its impacts on guest satisfaction and loyalty
Abstract:
The purpose of this paper is to evaluate the impact of dimensions of quality on the satisfaction and loyalty of hotel guests. Responses of 618 guests were launched on 41 questions about a hotel and resort, 36 related to hotel service quality performance, eight linked to satisfaction, and seven regarding the guest loyalty to the hotel. The SEM final model evaluated the moderating effects that the number of visits and gender had on the results. Results showed that contact and service and lodging dimensions maintained a direct positive impact on satisfaction. Contact and service have remained with the most significant influence on guest satisfaction. Lodging, food and drink, and value for money dimensions held direct implications on guest loyalty. The sustainability dimension did not have a direct influence on guest satisfaction and loyalty. Gender and number of visits had moderating effects on the service quality-satisfaction-loyalty chain.
Journal: Int. J. of Services and Operations Management
Pages: 535-557
Issue: 4
Volume: 47
Year: 2024
Keywords: service quality; hotel; guest satisfaction; guest loyalty; moderating effects; structural equation modelling.
File-URL: http://www.inderscience.com/link.php?id=137993
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Handle: RePEc:ids:ijsoma:v:47:y:2024:i:4:p:535-557

Template-Type: ReDIF-Article 1.0
Author-Name: Munish Pal Singh
Author-X-Name-First: Munish Pal
Author-X-Name-Last: Singh
Author-Name: Satyendra Kumar Sharma
Author-X-Name-First: Satyendra Kumar
Author-X-Name-Last: Sharma
Author-Name: Udayan Chanda
Author-X-Name-First: Udayan
Author-X-Name-Last: Chanda
Title: Identification and modelling of factors influencing service recovery
Abstract:
All supply chain around the world are established with an aim of reducing customer order cycle time, drive customer value and facilitate financial success. This also results in implementing effective service recovery strategies to achieve these goals. This paper identifies and analyses various factors which influences and contributes to service recovery process by exploring the existing literature on service recovery. Based on these factors, decision-making trial and evaluation laboratory (DEMATEL) method is illustrated to precisely measure causal relations between all factors and define the processes influencing these factors. The results of this study state that proactive recovery capability, communication from suppliers in form of early warnings, focus on service outcome failures and moment of truth are the key enabling factors for service recovery, while customer commitment level, original cost and placing inventory close to customers are the most direct influencing factors.
Journal: Int. J. of Services and Operations Management
Pages: 496-514
Issue: 4
Volume: 47
Year: 2024
Keywords: service recovery; supply chain; disruptions; DEMATEL.
File-URL: http://www.inderscience.com/link.php?id=138000
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Handle: RePEc:ids:ijsoma:v:47:y:2024:i:4:p:496-514

Template-Type: ReDIF-Article 1.0
Author-Name: Faisal L.F.H. Almutairi
Author-X-Name-First: Faisal L.F.H.
Author-X-Name-Last: Almutairi
Author-Name: Ramayah Thurasamy
Author-X-Name-First: Ramayah
Author-X-Name-Last: Thurasamy
Author-Name: Jasmine A.L. Yeap
Author-X-Name-First: Jasmine A.L.
Author-X-Name-Last: Yeap
Author-Name: Ibtisam L.F.H. Almutairi
Author-X-Name-First: Ibtisam L.F.H.
Author-X-Name-Last: Almutairi
Title: The moderating impact of work cooperation within the ministry of social affairs and labour in Kuwait: an approach based on TAM and D&amp;M models
Abstract:
This study is based on the technology acceptance model (TAM) and information system success model (D&amp;M) with the goal of examining the performance of Kuwaiti employees utilising the Electronic Document and Records Management System (EDRMS) in Kuwait's Ministry of Social Affairs and Labor (MOSAL). This study aims to examine employees' performance using EDRMS in MOSAL and proposes the moderating effect of work cooperation on employee performance. Data belonging to 345 employees were collected from MOSAL. SmartPLS was utilised to analyse the obtained data. The results indicate that perceived ease of use and perceived usefulness have a positive influence on employee performance. However, the findings fail to support the relationship between system usage and user satisfaction. Additionally, this study reveals that work cooperation moderate the positive relationship between system usage and employees' performance. The study contributed understands factors affecting the performance of employees using EDRMS in MOSAL. Limitations of the study were explained, and suggestions of future research were also presented.
Journal: Int. J. of Services and Operations Management
Pages: 1-28
Issue: 1
Volume: 47
Year: 2024
Keywords: perceived usefulness; ease of use; system usage; user satisfaction; work cooperation; employee performance.
File-URL: http://www.inderscience.com/link.php?id=136791
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Handle: RePEc:ids:ijsoma:v:47:y:2024:i:1:p:1-28

Template-Type: ReDIF-Article 1.0
Author-Name: Abdelouahed Boutayeb
Author-X-Name-First: Abdelouahed
Author-X-Name-Last: Boutayeb
Author-Name: Abdelali Ennadi
Author-X-Name-First: Abdelali
Author-X-Name-Last: Ennadi
Author-Name: Abderrahim Chamat
Author-X-Name-First: Abderrahim
Author-X-Name-Last: Chamat
Author-Name: Abdelhamid Touache
Author-X-Name-First: Abdelhamid
Author-X-Name-Last: Touache
Author-Name: Abderrazak Boumane
Author-X-Name-First: Abderrazak
Author-X-Name-Last: Boumane
Title: New approach of lean management concept: procedure and practical case in the automotive sector
Abstract:
Market requirements and product diversity call for a lean approach that allows companies to meet customer requirements in terms of quality, cost and lead time. Lean management (LM) is based on the evolution of the culture and the deployment of tools to improve and optimise industrial performances. The objective of this paper is to present the impact of the deployment of LM on the working environment and the health of workers during a change or improvement of the process. This paper presents a new concept of continuous improvement which takes into consideration high performance improvement based on a new overall equipment effectiveness indicator. This new approach allows taking into consideration all the performance factors by treating non-conformities or non-quality, all types of non-value added (NVA), and improving the social and organisational side 'ergonomic, safety, environment'. A practical case was studied will allow validating our new approach.
Journal: Int. J. of Services and Operations Management
Pages: 97-122
Issue: 1
Volume: 47
Year: 2024
Keywords: lean management; safety; environment; ergonomic; overall equipment effectiveness; OEE; continuous improvement.
File-URL: http://www.inderscience.com/link.php?id=136792
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Handle: RePEc:ids:ijsoma:v:47:y:2024:i:1:p:97-122

Template-Type: ReDIF-Article 1.0
Author-Name: G. Hariharan
Author-X-Name-First: G.
Author-X-Name-Last: Hariharan
Author-Name: T. Balamurugan
Author-X-Name-First: T.
Author-X-Name-Last: Balamurugan
Title: Supply chain risk identification and assessment by probability and impact matrix
Abstract:
The purpose of this paper is to identify the risk factors involved in the process of supply chain management by small medium enterprises (SMEs) especially the companies engaged in the production of auto components as well as assessing those risks by 'probability-impact analysis'. Researchers conducted a survey of about 72 auto component manufacturing companies in the Manchester of South (Coimbatore District) by using a well-structured questionnaire. Based on the survey of literature as well as discussion with the domain experts, we identified the 17 risk factors in the context of SMEs' supply chain. The identified risk factors are further categorised into four dimensions viz. supply-side risks, operation side risks, demand side risks and external side risks. The major findings of this study point out towards the crucial supply chain risk factors such as lack of financial support, breakdown of machineries, demand fluctuations, up gradation of technology and unable to reduce the raw material cost by the key suppliers. It is expected that the outcome of this study will assist SCM professionals in decision making for better mitigating of risks and to excel in the supply chain performance.
Journal: Int. J. of Services and Operations Management
Pages: 74-96
Issue: 1
Volume: 47
Year: 2024
Keywords: supply chain; supply chain risk; P-I matrix; risk assessment; COVID-19.
File-URL: http://www.inderscience.com/link.php?id=136793
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Handle: RePEc:ids:ijsoma:v:47:y:2024:i:1:p:74-96

Template-Type: ReDIF-Article 1.0
Author-Name: Enrique Delahoz-Dominguez
Author-X-Name-First: Enrique
Author-X-Name-Last: Delahoz-Dominguez
Author-Name: Tomás Fontalvo-Herrera
Author-X-Name-First: Tomás
Author-X-Name-Last: Fontalvo-Herrera
Author-Name: Rohemi Zuluaga-Ortiz
Author-X-Name-First: Rohemi
Author-X-Name-Last: Zuluaga-Ortiz
Title: A Six Sigma approach for package management process in a courier company
Abstract:
This research presents an approach based on the Six Sigma methodology as a management tool for the package management process in an international courier. This research uses a research-action approach to investigate the benefits of implementing the Six Sigma methodology in a courier company. The paper presents the background and step by step of the Six Sigma implementation. Specifically, the Cartagena (Colombia) &#45; Fort Lauderdale the USA shipping route is analysed, which shows the highest number of customer complaints and the worst package management metrics. Finally, the monetary impact of nonconformities is delivered. The study results indicate that implementing Six Sigma to a package management process generates valuable and objective information to the decision-makers in the company.
Journal: Int. J. of Services and Operations Management
Pages: 198-210
Issue: 2
Volume: 47
Year: 2024
Keywords: Six Sigma; logistics; management.
File-URL: http://www.inderscience.com/link.php?id=136794
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Handle: RePEc:ids:ijsoma:v:47:y:2024:i:2:p:198-210

Template-Type: ReDIF-Article 1.0
Author-Name: Rawan Odeh Khalaf Alshawabkeh
Author-X-Name-First: Rawan Odeh Khalaf
Author-X-Name-Last: Alshawabkeh
Author-Name: Lina Hamdan Al-Abbadi
Author-X-Name-First: Lina Hamdan
Author-X-Name-Last: Al-Abbadi
Author-Name: Mohammed Mousa Eldahamsheh
Author-X-Name-First: Mohammed Mousa
Author-X-Name-Last: Eldahamsheh
Author-Name: Ali Zakariya Al-Quran
Author-X-Name-First: Ali Zakariya
Author-X-Name-Last: Al-Quran
Author-Name: Hanan Mohammad Almomani
Author-X-Name-First: Hanan Mohammad
Author-X-Name-Last: Almomani
Author-Name: Ali Khaled Bani-Khaled
Author-X-Name-First: Ali Khaled
Author-X-Name-Last: Bani-Khaled
Author-Name: Sulieman Ibraheem Shelash Al-Hawary
Author-X-Name-First: Sulieman Ibraheem Shelash
Author-X-Name-Last: Al-Hawary
Title: The impact of entrepreneurial leadership on organisational performance: does innovation management matter?
Abstract:
The purpose of this study is to determine the impact of innovation management on the relationship between entrepreneurial leadership and organisational performance. The study data was collected through a survey questionnaire from 551 respondents. The SEM technique was used along with CFA and path analysis to test the study hypotheses. In this regard, AMOS has been used in this study to accomplish the key research objectives. It has been found that there is a significant impact of innovativeness and risk-taking on the operational performance, whereas risk-taking and creativity aspects of entrepreneurial leadership are found to have a significant impact on the financial performance of the manufacturing firms in Jordan. On the other hand, it is also determined that technical performance significantly moderates the relationship between entrepreneurial leadership and operational performance. Moreover, commercial performance and social performance significantly moderates the association between entrepreneurial leadership and financial performance.
Journal: Int. J. of Services and Operations Management
Pages: 236-255
Issue: 2
Volume: 47
Year: 2024
Keywords: entrepreneurial leadership; financial performance; operational performance; innovation; manufacturing sector; Jordan.
File-URL: http://www.inderscience.com/link.php?id=136795
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Handle: RePEc:ids:ijsoma:v:47:y:2024:i:2:p:236-255

Template-Type: ReDIF-Article 1.0
Author-Name: V. Badrinath
Author-X-Name-First: V.
Author-X-Name-Last: Badrinath
Author-Name: G. Delina
Author-X-Name-First: G.
Author-X-Name-Last: Delina
Author-Name: S. Karthikeyan
Author-X-Name-First: S.
Author-X-Name-Last: Karthikeyan
Title: Analysing municipal officials' perceptions on solid waste management process and clean India mission in Thanjavur district, India
Abstract:
Solid waste management processes and cleanliness have been complex challenges in India. The launch of Swachh Bharat Mission (Clean India Mission), a nationwide campaign aroused the interests of many researchers and practitioners in cleanliness and waste management. This is a perceptual study that analysed municipal officials' perceptions on solid waste management process and effectiveness of Swachh Bharat mission pertaining to Thanjavur, a district of rich cultural heritage in Tamil Nadu, India. This study assessed the respondents' perceptions on existing methods of waste collection and its disposal. This research work also examined the challenges in the solid waste management process and successful implementation of Swachh Bharat mission. Further, the influence of socio-demographic factors on solid waste management and clean India mission was explored. The findings of this study may be beneficial to researchers, authorities and policymakers to progress further in this area for ensuring effective solid management process and cleanliness.
Journal: Int. J. of Services and Operations Management
Pages: 141-168
Issue: 2
Volume: 47
Year: 2024
Keywords: solid waste management; clean India mission; Swachh Bharat mission; Swachh Bharat Abhiyan; Thanjavur; India.
File-URL: http://www.inderscience.com/link.php?id=136796
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Handle: RePEc:ids:ijsoma:v:47:y:2024:i:2:p:141-168

Template-Type: ReDIF-Article 1.0
Author-Name: P. Raghuram
Author-X-Name-First: P.
Author-X-Name-Last: Raghuram
Author-Name: Ashwin Srikanth
Author-X-Name-First: Ashwin
Author-X-Name-Last: Srikanth
Author-Name: P. Rithan Mandesh
Author-X-Name-First: P. Rithan
Author-X-Name-Last: Mandesh
Title: Eliminating end-of-line rejections &#45; a quality filter mapping approach
Abstract:
Growing production volumes and high-quality requirements are some of the main challenges faced by manufacturing industries today. End of line rejections and rework contribute towards increasing the component costs, which in turn affects the customer pricing or company profits. The workaround created due to rework increases the complexity of flow and contributes to the hidden factory. This paper elaborates a step-by-step approach using a case study to develop a quality filter mapping for an engine assembly line which eliminates end-of-line rejections and rework. A pareto analysis reveals the vital few defects that are occurring along the assembly line. The root causes of these defects are identified using a cause-and-effect diagram and are mapped along material flow in the assembling plant. The quality filter map can be used to integrate quality control into the process flow and thereby prevent the flow of defectives in assembly and manufacturing lines.
Journal: Int. J. of Services and Operations Management
Pages: 123-140
Issue: 1
Volume: 47
Year: 2024
Keywords: quality filter mapping; defect mitigation; step-by-step approach; assembly line.
File-URL: http://www.inderscience.com/link.php?id=136797
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Handle: RePEc:ids:ijsoma:v:47:y:2024:i:1:p:123-140

Template-Type: ReDIF-Article 1.0
Author-Name: Afzal Hossain
Author-X-Name-First: Afzal
Author-X-Name-Last: Hossain
Author-Name: Shahedul Hasan
Author-X-Name-First: Shahedul
Author-X-Name-Last: Hasan
Author-Name: Md Yusuf Hossein Khan
Author-X-Name-First: Md Yusuf Hossein
Author-X-Name-Last: Khan
Author-Name: Md. Humayun Kabir Chowdhury
Author-X-Name-First: Md. Humayun Kabir
Author-X-Name-Last: Chowdhury
Title: Assessing the effect of marketing mix on tourists' satisfaction: insights from Bangladesh
Abstract:
The tourism industry has grown to be a significant contributor to a country's economic growth. Therefore, the core intent of this study was to assess the effect of the marketing mix on tourists' satisfaction in the contexts of Bangladesh. PLS-SEM method implied that tourists' satisfaction was significantly and positively influenced by four factors, i.e., product, price, process, and physical evidence. The hypothetical result highlights that destination marketers or policymakers can implement into their marketing strategy and take into consideration the factors of tourists' satisfaction which has been proposed in this study to make Bangladesh a 'Hotspot' destinations whilst providing quality tourists experience. Tourism, being a service industry 'quality of service' does matter, and whilst marketing mix plays an imperative role in providing quality services. For policymakers and stakeholders in Bangladesh, this study provides insights on the impact of marketing mix aspects on eminence tourists' experience.
Journal: Int. J. of Services and Operations Management
Pages: 47-73
Issue: 1
Volume: 47
Year: 2024
Keywords: destinations; marketing mix (7P's); tourists' satisfaction; structural equation modelling; partial least square structural equation modelling; PLS-SEM; Bangladesh.
File-URL: http://www.inderscience.com/link.php?id=136798
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Handle: RePEc:ids:ijsoma:v:47:y:2024:i:1:p:47-73

Template-Type: ReDIF-Article 1.0
Author-Name: Adi Alić
Author-X-Name-First: Adi
Author-X-Name-Last: Alić
Author-Name: Merima Činjarević
Author-X-Name-First: Merima
Author-X-Name-Last: Činjarević
Author-Name: Hana Džudža
Author-X-Name-First: Hana
Author-X-Name-Last: Džudža
Title: Assessment of customer expectations and perception in fast-casual restaurants
Abstract:
The present study aims to revamp and supplement service quality research in the fast-casual restaurant segment by measuring the 'gap' between the customer expectations and perceptions of service quality of Vapiano, one of the leading European fast-casual restaurants chains. Data were collected online from 215 restaurant patrons in Bosnia and Herzegovina and analysed using confirmatory factor analysis and the gap score analysis. The T-test for the gap between the total perceived and expected value of service quality is statistically significant, with a probability of 10%, indicating that customers still see substantial differences between what they expect in terms of overall service quality of fast-casual restaurants and what they experience dining out in that type of restaurants. The highest expectations and perceptions are related to tangibles and assurance, indicating that these two factors are crucial in attracting and retaining restaurant patrons. From a management perspective, the findings of this research will assist restaurant managers in better understanding the critical role that restaurant service quality plays as a marketing strategy for achieving higher customer satisfaction and retention.
Journal: Int. J. of Services and Operations Management
Pages: 80-98
Issue: 1
Volume: 48
Year: 2024
Keywords: service quality; service quality dimensions; fast-casual restaurants; FCRs; foodservice.
File-URL: http://www.inderscience.com/link.php?id=138590
File-Format: text/html
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Handle: RePEc:ids:ijsoma:v:48:y:2024:i:1:p:80-98

Template-Type: ReDIF-Article 1.0
Author-Name: Kuldeep Ojha
Author-X-Name-First: Kuldeep
Author-X-Name-Last: Ojha
Author-Name: Shireen Deen
Author-X-Name-First: Shireen
Author-X-Name-Last: Deen
Title: Applying lean practices in retail lending sector of a bank in Trinidad and Tobago: a case study
Abstract:
This study aimed to explore how the application of lean practices on the loan approval process could impacts the lending unit of 'Bank X'. The research method was qualitative to acquire different perspectives on the loan approval process of chosen bank. Further to this, direct observation of the loan approval process was carried out. Lean tools were used to identify the non-value adding activities that contributed to lengthened loan approval times and improvement strategies were suggested to help create a lean lending process. The main contribution of this study is the understanding of the causes of delays in the loan approval process, the most significant of which were the wastes; over-processing, errors, inventory, transportation and motion. The application of the improvement strategies towards a lean lending process, if properly implemented would optimise the overall loan process of the bank.
Journal: Int. J. of Services and Operations Management
Pages: 211-235
Issue: 2
Volume: 47
Year: 2024
Keywords: lean practices; waste; value-adding activities; customer; loan; process improvement; Trinidad and Tobago.
File-URL: http://www.inderscience.com/link.php?id=136799
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Handle: RePEc:ids:ijsoma:v:47:y:2024:i:2:p:211-235

Template-Type: ReDIF-Article 1.0
Author-Name: Julio Cesar Melo
Author-X-Name-First: Julio Cesar
Author-X-Name-Last: Melo
Author-Name: Fernando Bernardi &#100;e Souza
Author-X-Name-First: Fernando Bernardi &#100;e
Author-X-Name-Last: Souza
Author-Name: Joao Victor Rojas Luiz
Author-X-Name-First: Joao Victor Rojas
Author-X-Name-Last: Luiz
Author-Name: Octaviano Rojas Luiz
Author-X-Name-First: Octaviano Rojas
Author-X-Name-Last: Luiz
Author-Name: Renato &#100;e Campos
Author-X-Name-First: Renato &#100;e
Author-X-Name-Last: Campos
Title: Leanness level: analysis and systematic literature review
Abstract:
The success of Toyota, and the spread of lean manufacturing management, has led many companies to deploy the lean philosophy. However, even after the passage of time and human and financial efforts to establish lean practices, such companies have recognised the need to measure their respective leanness levels, as a means of identifying gaps and developing action plans to consolidate its implementation. Aware of this demand, academics have sought to study and develop leanness instruments, utilising techniques and methodologies such as multi-criteria decision-making, statistical calculations, surveys, case studies and the adoption of lean tools and practices, to this end. This article analyses and systematises these instruments as a means of support, as much to future research as to those practitioners who desire to measure their levels of leanness, but have not yet decided which of the instruments available in the literature to use.
Journal: Int. J. of Services and Operations Management
Pages: 26-61
Issue: 1
Volume: 48
Year: 2024
Keywords: lean manufacturing; leanness instruments; systematic review; Toyota Production System; TPS; lean production.
File-URL: http://www.inderscience.com/link.php?id=138591
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Handle: RePEc:ids:ijsoma:v:48:y:2024:i:1:p:26-61

Template-Type: ReDIF-Article 1.0
Author-Name: Naveen Anand Daniel
Author-X-Name-First: Naveen Anand
Author-X-Name-Last: Daniel
Author-Name: Anchal Pathak
Author-X-Name-First: Anchal
Author-X-Name-Last: Pathak
Author-Name: Praveen Ravichandran
Author-X-Name-First: Praveen
Author-X-Name-Last: Ravichandran
Author-Name: S.V. Adith
Author-X-Name-First: S.V.
Author-X-Name-Last: Adith
Author-Name: Nirbhay Kumar
Author-X-Name-First: Nirbhay
Author-X-Name-Last: Kumar
Title: Analysing the role of Industry 4.0 in sustainable lean manufacturing
Abstract:
Globalisation has led industries all over the country to follow sustainable lean practices to minimise the environmental impact and to maintain a high-quality for all products and business services. The implementation of sustainable lean practices has a varied number of challenges. Efforts are made in this paper to analyse the most important challenge responsible for the implementation of sustainable lean manufacturing (SLM) along with Industry 4.0. The challenges were identified after a thorough literature review and with the help of industry experts. The key challenges were then processed and verified using two methodologies, best worst methodology and analytical hierarchy process (AHP). The data collected from BWM was then verified using AHP process with the help of industry experts. Finally in the end 'working culture' was found to be the most important criteria responsible for the implementation on Industry 4.0 in SLM.
Journal: Int. J. of Services and Operations Management
Pages: 62-79
Issue: 1
Volume: 48
Year: 2024
Keywords: Industry 4.0; lean manufacturing; sustainable lean manufacturing; SLM; challenges; analytical hierarchy process; AHP.
File-URL: http://www.inderscience.com/link.php?id=138592
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Template-Type: ReDIF-Article 1.0
Author-Name: Sri Endang Kornita
Author-X-Name-First: Sri Endang
Author-X-Name-Last: Kornita
Author-Name: Syapsan Syapsan
Author-X-Name-First: Syapsan
Author-X-Name-Last: Syapsan
Author-Name: Any Widyatsari
Author-X-Name-First: Any
Author-X-Name-Last: Widyatsari
Author-Name: Harry Prabowo
Author-X-Name-First: Harry
Author-X-Name-Last: Prabowo
Title: Analysis of the influence of regional spending on obligatory basic services on multidimensional poverty in Riau Province
Abstract:
This study aims to measure the percentage of multi-dimensionally poor people using the Alkire Foster method using raw data from the results of the 2018-2020 BPS Riau Province National Socio-Economic Survey, then compared with the results of measuring poverty using a monetary approach. Next, an analysis of the effect of spending on compulsory basic services on the percentage of the multi-dimensionally poor population in Riau Province was carried out. The results of this study indicate that the percentage of the multi-dimensionally poor population in Riau Province is always greater than the percentage of the monetary poor population. This means that measuring poverty with a multidimensional approach can describe poverty more broadly than the monetary approach. This reconfirms that the capability approach theory is more reliable in describing poverty than the basic need approach theory. Regional spending on compulsory basic services did not have a significant effect on reducing the percentage of multi-dimensionally poor people in Riau Province, except after adding the economic function expenditure variable.
Journal: Int. J. of Services and Operations Management
Pages: 1-18
Issue: 5
Volume: 48
Year: 2024
Keywords: poverty; multidimensional poverty; government spending; capability approach.
File-URL: http://www.inderscience.com/link.php?id=140384
File-Format: text/html
File-Restriction: Open Access
Handle: RePEc:ids:ijsoma:v:48:y:2024:i:5:p:1-18

Template-Type: ReDIF-Article 1.0
Author-Name: Julia Carvalho Fernandes &#100;e Oliveira
Author-X-Name-First: Julia Carvalho Fernandes &#100;e
Author-X-Name-Last: Oliveira
Author-Name: Fagner José Coutinho &#100;e Melo
Author-X-Name-First: Fagner José Coutinho &#100;e
Author-X-Name-Last: Melo
Title: Barriers and drivers of sustainable construction: a systematic literature review
Abstract:
This paper presents a systematic literature review about the barriers and drivers of sustainable building practices in the construction sector. Through this comprehensive literature review, the authors were able to identify generic barriers and drivers for stakeholders to implement sustainability within the architecture, engineering and construction (AEC) industry. A total of 27 barriers and 29 drivers were identified from reviewing 41 articles. This paper presents a classification of the drivers, which are the following: 1) project-level drivers; 2) government regulations; 3) corporate drivers; 4) economic and financial drivers; 5) education; 6) standards; 7) personal motivations. This paper can assist AEC stakeholders and policymakers in better understanding the barriers and drivers of sustainable construction, and thus, elaborate and implement more efficient policies, standards and incentives to further promote sustainable construction.
Journal: Int. J. of Services and Operations Management
Pages: 277-313
Issue: 3
Volume: 47
Year: 2024
Keywords: sustainability; barriers; drivers; green building; architecture&#44; engineering and construction; AEC.
File-URL: http://www.inderscience.com/link.php?id=137313
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Handle: RePEc:ids:ijsoma:v:47:y:2024:i:3:p:277-313

Template-Type: ReDIF-Article 1.0
Author-Name: Mohammad Javad Ershadi
Author-X-Name-First: Mohammad Javad
Author-X-Name-Last: Ershadi
Author-Name: Milad Tavakolian
Author-X-Name-First: Milad
Author-X-Name-Last: Tavakolian
Author-Name: Amir Azizi
Author-X-Name-First: Amir
Author-X-Name-Last: Azizi
Title: Development of a goal programming model based on fuzzy QFD and ANP for supplier selecting and order allocation
Abstract:
Supplier selection and order allocation have great importance in the supply chain management network to achieve high-quality product and customer satisfaction. During the selection process of the eligible suppliers, qualitative factors, as well as quantitative factors, should be considered. In this paper, a novel method has been proposed by the development of a goal programming model with the assistance of a multi-criteria decision-making approach (MCDM). In addition, the concept of the fuzzy quality function deployment (FQFD) has been employed for importing the voice of customers in the ranking and selecting process of suppliers and assigning the order quantity. Finally, the application of the proposed model has been shown in the automotive industry. Quality, price, delivery, and technology have been selected as the main indicators in determining supplier ranking and weighted by the analytical network process (ANP) method. Furthermore, supplier's experience, innovative capacity, certificate of the quality management system, flexibility in satisfaction of customer demands, and financial stability were identified as the main technical specifications which were related to indicators using fuzzy QFD technique. The results of employing the goal programming model showed the developed model is robust based on different service levels.
Journal: Int. J. of Services and Operations Management
Pages: 1-25
Issue: 1
Volume: 48
Year: 2024
Keywords: quality function deployment; QFD; analytical network process; ANP; goal programming; GP; supplier selection; order allocation.
File-URL: http://www.inderscience.com/link.php?id=138593
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Template-Type: ReDIF-Article 1.0
Author-Name: Ramji Nagariya
Author-X-Name-First: Ramji
Author-X-Name-Last: Nagariya
Author-Name: Venkataiah Chittipaka
Author-X-Name-First: Venkataiah
Author-X-Name-Last: Chittipaka
Author-Name: Manish Mohan Baral
Author-X-Name-First: Manish Mohan
Author-X-Name-Last: Baral
Author-Name: Bharat Singh Patel
Author-X-Name-First: Bharat Singh
Author-X-Name-Last: Patel
Title: Analysis of critical success factors of e-commerce service supply chain
Abstract:
The purpose of this research is to identify, establish interrelationships and levels among the enablers of the e-commerce service supply chain (SSC). Nineteen enablers were selected after extensive literature review and suggestions of the experts. Interpretive structure modelling was used for analysing the enablers of e-commerce SSC and MICMAC analysis categorised the enablers into four clusters. For data validity and applicability an empirical case study was taken from an Indian e-commerce SSC. Major findings are that enablers &#45; 'information and technology management', 'commitment from top management', 'maintaining a relationship with logistics service integrator', 'knowledge flow management', 'updating suppliers, LSI and customers in real-time', 'information flow management' and 'service recovery management' are having high driving and low dependence power. These enablers are identified as independent enablers and are required to be handled carefully. This study will help managers in making better decisions, enabling them to operate e-commerce SSC more effectively and efficiently.
Journal: Int. J. of Services and Operations Management
Pages: 169-197
Issue: 2
Volume: 47
Year: 2024
Keywords: e-commerce; electronic commerce; service supply chain; SSC; performance improvement; interpretive structural modelling; ISM; MICMAC.
File-URL: http://www.inderscience.com/link.php?id=136802
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Handle: RePEc:ids:ijsoma:v:47:y:2024:i:2:p:169-197

Template-Type: ReDIF-Article 1.0
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: How soft skills contribute to increasing SCI levels
Abstract:
Staff attitudes, skills, and personality traits reflect in the way how the organisation executes its actions, with a direct impact on performance. However, little is known about the abilities needed to contribute to SCI levels. In this sense, this article seeks to show that, besides technical skills, there is also a set of soft skills needed to contribute to increasing the level of SCI. From an integrative review with systematic search, based on the search and selection process of ProKnow-C method references, it was possible to compile a set of soft skills that are essential for SCI. Some of them are more focused on management positions, and others that are fundamental for all positions within an organisation. The development of these abilities through human resource management practices tends to produce extremely positive results for SCI.
Journal: Int. J. of Services and Operations Management
Pages: 314-333
Issue: 3
Volume: 47
Year: 2024
Keywords: integration; supply chain; soft skills; communication; human resources; trust; collaboration; cooperation; flexibility; teamwork; commitment.
File-URL: http://www.inderscience.com/link.php?id=137314
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Handle: RePEc:ids:ijsoma:v:47:y:2024:i:3:p:314-333

Template-Type: ReDIF-Article 1.0
Author-Name: Muhammad Saeed Shahbaz
Author-X-Name-First: Muhammad Saeed
Author-X-Name-Last: Shahbaz
Author-Name: Zahoor Ur Rehman
Author-X-Name-First: Zahoor Ur
Author-X-Name-Last: Rehman
Author-Name: Hassan Raza
Author-X-Name-First: Hassan
Author-X-Name-Last: Raza
Author-Name: Raja Zuraidah Raja Mohd Rasi
Author-X-Name-First: Raja Zuraidah Raja Mohd
Author-X-Name-Last: Rasi
Title: How the green supply chain can transform the economic prosperity
Abstract:
The green supply chain (GSC) plays a major role in cost reduction and increased supply chain efficiency. The study aim is to determine the impact of GSC on the supply chain of the country, the purpose of which is to assess the impact of value creation on the economic prosperity of the production supply chain. Methodologically, the study used both qualitative and quantitative methods. The data was collected through interviews, and empirical verification was done through a questionnaire. The researcher interviewed the country's employees that belong to either the economic division or supply chain. The collected data was analysed using content analysis and multiple regression through SPSS. The results reveal that creation of value creates increased market share and competitiveness and that there is mutual understanding, close relationships, and contracts between consumers and suppliers to motivate suppliers to improve product quality and reduce inventory costs over the course of time.
Journal: Int. J. of Services and Operations Management
Pages: 99-112
Issue: 1
Volume: 48
Year: 2024
Keywords: green supply chain management; economic prosperity; empirical study.
File-URL: http://www.inderscience.com/link.php?id=138594
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Handle: RePEc:ids:ijsoma:v:48:y:2024:i:1:p:99-112

Template-Type: ReDIF-Article 1.0
Author-Name: Fagner José Coutinho &#100;e Melo
Author-X-Name-First: Fagner José Coutinho &#100;e
Author-X-Name-Last: Melo
Author-Name: André Philippi Gonzaga &#100;e Albuquerque
Author-X-Name-First: André Philippi Gonzaga &#100;e
Author-X-Name-Last: Albuquerque
Author-Name: Larissa &#100;e Arruda Xavier
Author-X-Name-First: Larissa &#100;e Arruda
Author-X-Name-Last: Xavier
Author-Name: Denise Dumke &#100;e Medeiros
Author-X-Name-First: Denise Dumke &#100;e
Author-X-Name-Last: Medeiros
Title: Evaluation of quality in health services: the customer satisfaction as an input for Fuzzy TOPSIS
Abstract:
This paper aims to propose an approach to evaluate the quality of health services from the point of view of the user of a university hospital located in the northeast region of Brazil. The sample (35 patients) was collected in the clinic's treatment and tuberculosis control area in a time span of two months. The approach used Kano model and TOPSIS as the service attributes can satisfy the client's needs under the aegis of Fuzzy Theory. The quality assessment showed that outpatient care category and physical environment were considered good, and the categories laboratory exams and pharmacy were considered excellent. The ordering of categories was carried out by means of the TOPSIS method, obtaining the following results, pharmacy, laboratory exam, physical environment and outpatient care. The proposed approach is feasible to implement, as it guides managers in the decision-making process aiming at the continuous improvement of the quality management.
Journal: Int. J. of Services and Operations Management
Pages: 21-41
Issue: 1
Volume: 49
Year: 2024
Keywords: quality assessment; service; fuzzy; TOPSIS; Kano model.
File-URL: http://www.inderscience.com/link.php?id=141410
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Template-Type: ReDIF-Article 1.0
Author-Name: Hiroki Takahashi
Author-X-Name-First: Hiroki
Author-X-Name-Last: Takahashi
Author-Name: Shohei Kawasaki
Author-X-Name-First: Shohei
Author-X-Name-Last: Kawasaki
Author-Name: Takeshi Takenaka
Author-X-Name-First: Takeshi
Author-X-Name-Last: Takenaka
Author-Name: Hiroshi Nishikoori
Author-X-Name-First: Hiroshi
Author-X-Name-Last: Nishikoori
Title: Mystery shopping considering lifestyle heterogeneity
Abstract:
A mystery shopping company accumulates numerous subjective evaluations of services by mystery shoppers in various industries. Mystery shopping companies can develop more sophisticated sending plans of mystery shoppers if they understand the tendency of subjective evaluation of each mystery shopper. We examined the possibility of using lifestyle factor scores to represent the mystery shoppers' tendency of subjective services evaluations. Using multi-group structural equation modelling on mystery shopping data of Japanese pubs, reported by 4,686 mystery shoppers, we demonstrate that their lifestyle factors influence their service evaluation. Our results suggest that considering the lifestyle of mystery shoppers provide a new avenue in understanding mystery shopping.
Journal: Int. J. of Services and Operations Management
Pages: 382-403
Issue: 3
Volume: 47
Year: 2024
Keywords: lifestyle; multi-group structural equation modelling; mystery shopping; factor analysis; service; subjective evaluation.
File-URL: http://www.inderscience.com/link.php?id=137315
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Handle: RePEc:ids:ijsoma:v:47:y:2024:i:3:p:382-403

Template-Type: ReDIF-Article 1.0
Author-Name: Pushpesh Pant
Author-X-Name-First: Pushpesh
Author-X-Name-Last: Pant
Author-Name: Hari Vishal
Author-X-Name-First: Hari
Author-X-Name-Last: Vishal
Author-Name: S.P. Sarmah
Author-X-Name-First: S.P.
Author-X-Name-Last: Sarmah
Title: Inventory holding of firms during the COVID-19 pandemic: a data-driven analysis of the manufacturing industry
Abstract:
This article examines the performance impact of inventory holding in light of supply chain disruption (proxied by the COVID-19 pandemic). Using a large and longitudinal dataset on 258 Indian manufacturing firms, this study has proposed empirical proxies for supply chain disruption, inventory holding, and other characteristics. The panel data regression analyses reveal that the firm's inventory holding has a positive and significant effect on firm performance. Further, the results reveal that inventory holding increased at the rate of 0.1281 (Rs. million) per quarter during the pre-COVID-19 periods. On the contrary, the inventory holding has significantly reduced at the rate of 0.222 (Rs. million) per quarter during the post-COVID-19 periods. Finally, the results reveal that the firm performance has increased at the rate of 0.004 per quarter during the pre-COVID-19 period; however, it significantly decreases at the rate of 0.007 per quarter in the post-COVID-19 period.
Journal: Int. J. of Services and Operations Management
Pages: 113-135
Issue: 1
Volume: 48
Year: 2024
Keywords: inventory holding; firm performance; supply chain disruption; COVID-19; prowess database.
File-URL: http://www.inderscience.com/link.php?id=138595
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Handle: RePEc:ids:ijsoma:v:48:y:2024:i:1:p:113-135

Template-Type: ReDIF-Article 1.0
Author-Name: Kim Yoke Ong
Author-X-Name-First: Kim Yoke
Author-X-Name-Last: Ong
Author-Name: Suhaiza Zailani
Author-X-Name-First: Suhaiza
Author-X-Name-Last: Zailani
Author-Name: Kanagi Kanapathy
Author-X-Name-First: Kanagi
Author-X-Name-Last: Kanapathy
Title: An empirical analysis of supply chain sustainable performances in Malaysian freight logistics industry
Abstract:
The study aims to investigate the influence of perceived supply chain sustainable performances (social, economic, and environmental) on the sustainable competitiveness of Malaysian freight logistics. The study developed and distributed a structured survey questionnaire to 300 Malaysian freight logistics practitioners, which resulted in 144 valid responses. The study hypotheses were tested using partial least squares structural equation modelling (PLS-SEM). Resultantly, economic and environmentally sustainable performance indicators (SPIs) in the supply chain significantly and positively influenced the sustainable competitiveness of Malaysian freight logistics competitiveness. Surprisingly, supply chain performance social indicators did not directly affect Malaysian sustainable freight logistics competitiveness. The study extends the current literature by demonstrating the influence of perceived supply chain sustainable performance on the sustainable competitiveness of Malaysian freight logistics. The study also employed PLS-SEM to validate higher-order constructs, hence enabling developing and testing a useful supply chain risk management model for freight logistics practitioners.
Journal: Int. J. of Services and Operations Management
Pages: 70-90
Issue: 1
Volume: 49
Year: 2024
Keywords: supply chain sustainable performances; social indicators; economic indicators; environmental indicators; sustainable freight logistics competitiveness.
File-URL: http://www.inderscience.com/link.php?id=141411
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Handle: RePEc:ids:ijsoma:v:49:y:2024:i:1:p:70-90

Template-Type: ReDIF-Article 1.0
Author-Name: Shikha Sahai
Author-X-Name-First: Shikha
Author-X-Name-Last: Sahai
Author-Name: Ashutosh Nigam
Author-X-Name-First: Ashutosh
Author-X-Name-Last: Nigam
Author-Name: Rajiv Sindwani
Author-X-Name-First: Rajiv
Author-X-Name-Last: Sindwani
Title: Impact of competency skills intervention on employee effectiveness in IT industry in India: intermediary role of change management practices and employee involvement
Abstract:
Employees are an important asset of any organisation. The current study examines the impact of competency skill interventions on change management practices and employee involvement, and the effect of employee involvement and change management on the effectiveness of employees working in the Indian IT industry. Two hundred seven managerial employees participated in the semi-structured online primary survey in Delhi-NCR to record their perception regarding practices relevant to employee effectiveness in organisations. A descriptive research design has been used to fulfil the study's various research objectives. Statistical analysis techniques correlation and regression tests have been used on the collected data, and the results demonstrate a positive and significant impact of competency skill interventions on change management practices and employee involvement. Findings suggest that the employees' involvement in the decision-making process and efficient change management practices improve employee efficiency. The managers can use these findings to develop employee skill mapping schedules and use innovative change management practices to enhance employee efficiency in the IT industry.
Journal: Int. J. of Services and Operations Management
Pages: 334-353
Issue: 3
Volume: 47
Year: 2024
Keywords: competency skill intervention; employee involvement; change management practices; employee effectiveness; employee efficiency; India.
File-URL: http://www.inderscience.com/link.php?id=137316
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Handle: RePEc:ids:ijsoma:v:47:y:2024:i:3:p:334-353

Template-Type: ReDIF-Article 1.0
Author-Name: Azouz Meddourene
Author-X-Name-First: Azouz
Author-X-Name-Last: Meddourene
Author-Name: Brahim Bouzouia
Author-X-Name-First: Brahim
Author-X-Name-Last: Bouzouia
Author-Name: Rosa Abbou
Author-X-Name-First: Rosa
Author-X-Name-Last: Abbou
Author-Name: Nouara Achour
Author-X-Name-First: Nouara
Author-X-Name-Last: Achour
Title: An intelligent hybridised distributed feedback control approach for the JIT open-shop scheduling problem
Abstract:
In a real production environment, many companies are under pressure to increase customer satisfaction and reduce inventory costs. In this circumstance, production manufacturing within the just-in-time (JIT) approach should be combined with more flexibility. This paper proposes an intelligent hybrid approach called SA-DATC, which combines the two algorithms of simulated annealing (SA) and distributed arrival-time control (DATC) derived from control theory, to generate a reactive control strategy by combining the key advantages of each of them. The performances of the proposed method are tested on several randomly generated problems and are compared with quadratic linear program solutions to get a gauge of their relative effectiveness in a static environment. The results show the effectiveness of the proposed hybrid approach for JIT manufacturing by reducing production costs, production delays, and customer dissatisfaction.
Journal: Int. J. of Services and Operations Management
Pages: 1-20
Issue: 1
Volume: 49
Year: 2024
Keywords: just-in-time; JIT; manufacturing control; open-shop scheduling; dynamic scheduling; arrival time control; simulated annealing.
File-URL: http://www.inderscience.com/link.php?id=141412
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Template-Type: ReDIF-Article 1.0
Author-Name: Arun Karthikeyan
Author-X-Name-First: Arun
Author-X-Name-Last: Karthikeyan
Author-Name: S. Vinodh
Author-X-Name-First: S.
Author-X-Name-Last: Vinodh
Title: Analysis of factors influencing internet of things integration in lean manufacturing using fuzzy TOPSIS: a case study
Abstract:
Nowadays, with the support of internet of things (IoT) technology, all activities and processes are able to achieve shorter lead-time and reduced waste. Thus, IoT is able to give significant benefits upon its integration with lean manufacturing and results in creating 'smart factory'. Hence, this paper is focused on analysis of factors influencing integration of IoT in lean manufacturing. Twelve factors influencing IoT in lean manufacturing were identified through extensive literature review. Through fuzzy TOPSIS (a MCDM technique), the aspects/factors identified were prioritised and ranked based on benefit to cost criteria. It was found that 'decentralised and knowledge-based decision making' is the most significant factor with highest benefit criteria and least cost criteria. The last stage involved suggesting necessary improvements from IoT viewpoint for higher efficiency, which creates a new paradigm of smart factory.
Journal: Int. J. of Services and Operations Management
Pages: 366-381
Issue: 3
Volume: 47
Year: 2024
Keywords: internet of things; IoT; lean manufacturing; multi criteria decision making; fuzzy TOPSIS; smart factory.
File-URL: http://www.inderscience.com/link.php?id=137317
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Handle: RePEc:ids:ijsoma:v:47:y:2024:i:3:p:366-381

Template-Type: ReDIF-Article 1.0
Author-Name: Pini Davidov
Author-X-Name-First: Pini
Author-X-Name-Last: Davidov
Author-Name: Shlomo Globerson
Author-X-Name-First: Shlomo
Author-X-Name-Last: Globerson
Author-Name: Inessa Ainbinder
Author-X-Name-First: Inessa
Author-X-Name-Last: Ainbinder
Title: Increasing the intensity of customer involvement in a service process
Abstract:
The intensity of self-service technologies is increasing in supermarkets, banking, insurance, flight check-in, etc. This trend is mostly due to advances in digitalisation and automation. A major decision in designing a hybrid-service system is to determine the number of servers (e.g., cashiers) and the number of self-service stations to be included in the checkout system. These decisions affect both the level of service given to the customer as measured by amount of time that the customer spends in the system, and the organisational operational cost. This article, using waiting line theory, examines considerations such as customer arrival pattern, service time, operational cost, learning, and forgetting, that should be taken into account when designing a checkout system. The article presents various examples that use quantitative methods to evaluate the impact of possible configurations of cashier and self-service stations.
Journal: Int. J. of Services and Operations Management
Pages: 91-110
Issue: 1
Volume: 49
Year: 2024
Keywords: service companies; self-service; waiting time; level of service; operational cost; performance; learning curves; forgetting curves.
File-URL: http://www.inderscience.com/link.php?id=141413
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Handle: RePEc:ids:ijsoma:v:49:y:2024:i:1:p:91-110

Template-Type: ReDIF-Article 1.0
Author-Name: Amit Kumar Saraswat
Author-X-Name-First: Amit Kumar
Author-X-Name-Last: Saraswat
Author-Name: Ashish Sharma
Author-X-Name-First: Ashish
Author-X-Name-Last: Sharma
Title: Optimal procurement policy for growing items under permissible delay in payment
Abstract:
In the last decade, growing item industries have shown an increasing trend in production and it is expected that such industries will maintain this increasing pace in the future. Existing challenges of these industries, like mortality in the production phase and deterioration in the consumption phase, make procurement decisions more complex. In this article, we established an inventory model with mortality, deterioration, and price-dependent demand. To increase the sales volume and profit, a delay in payment policy is considered. A numerical example is presented to explain the solution procedure. The concavity of the profit function is discussed analytically for decision variables. It has been observed through sensitivity analysis that selling price is the most sensitive among decision variables and parameters.
Journal: Int. J. of Services and Operations Management
Pages: 354-365
Issue: 3
Volume: 47
Year: 2024
Keywords: growing items; inventory management; deteriorating items; mortality; delay in payment.
File-URL: http://www.inderscience.com/link.php?id=137318
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Handle: RePEc:ids:ijsoma:v:47:y:2024:i:3:p:354-365

Template-Type: ReDIF-Article 1.0
Author-Name: Medoh Chuks
Author-X-Name-First: Medoh
Author-X-Name-Last: Chuks
Title: Resilience to sustainability: system dynamics modelling in e-commerce
Abstract:
Numerous challenges are associated with doing business in African countries. These barriers are important benchmarks to advancing growth prospects in African electronic-commerce (e-commerce) companies. However, establishing the correlation between these factors and productivity has been a challenge. The impact on data available from two African e-commerce companies: Takealot (South Africa) and Jumia (Nigeria) is utilised in this work. The method merges the data collected and evaluates the intercorrelation between the factors of productivity based on items sold and revenue generated from both e-commerce companies. This is based on multi-criteria decision making. The findings demonstrate a strong positive correlation between each factor identified and productivity. The results provide practical insights on the potential impacts of industry 4.0 tools and can be considered as a reference guide for designing a resilience to sustainable e-commerce service system.
Journal: Int. J. of Services and Operations Management
Pages: 42-69
Issue: 1
Volume: 49
Year: 2024
Keywords: analytic hierarchy process; AHP; electronic commerce; Jumia; productivity; simulation; Takealot.
File-URL: http://www.inderscience.com/link.php?id=141414
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Handle: RePEc:ids:ijsoma:v:49:y:2024:i:1:p:42-69

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
Title: Flexible manufacturing competence and capability on product development performance
Abstract:
Existing studies have examined the relationship between manufacturing flexibility and firm performance using various performance measures such as operational outcomes, customer satisfaction levels, and financial results. We examine the relationship between flexible manufacturing competence and product development performance when flexible manufacturing capability partially mediates this relationship. Using Sobel's test, we analyse survey data from the manufacturing industry in South Korea, which plays a significant economic role in the world. By controlling uncertainty factors, we confirm, first, a direct relationship between flexible manufacturing competence and product development performance (Sobel's coefficient &#61; 0.138) and, second, the partial mediation effect of flexible manufacturing capability on the relationship between flexible manufacturing competence and product development performance (Sobel's coefficient &#61; 0.174). The major managerial implication of our study is that a firm's product development performance can be enhanced by developing flexible manufacturing competence that includes skill sets or knowledge on the flexibility of machines, labour, material handling, and routing.
Journal: Int. J. of Services and Operations Management
Pages: 404-421
Issue: 3
Volume: 47
Year: 2024
Keywords: flexible manufacturing competence; flexible manufacturing capability; product development performance; manufacturing flexibility; partial mediation; Sobel's test.
File-URL: http://www.inderscience.com/link.php?id=137319
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Handle: RePEc:ids:ijsoma:v:47:y:2024:i:3:p:404-421

Template-Type: ReDIF-Article 1.0
Author-Name: Kareem Ahmed Ragab
Author-X-Name-First: Kareem Ahmed
Author-X-Name-Last: Ragab
Author-Name: Ahmed Elsetouhi
Author-X-Name-First: Ahmed
Author-X-Name-Last: Elsetouhi
Author-Name: Diaa Elhak Abdulraheem
Author-X-Name-First: Diaa Elhak
Author-X-Name-Last: Abdulraheem
Title: The effect of unethical marketing behaviour on customer punitive intentions in the context of services industry: the moderating role of switching intention
Abstract:
In the mobile service market, which is characterised by intense competition and increasing alternatives availability, firms' unethical behaviours are becoming a decisive factor in formulating customers' reactions. This study aims to investigate the influence of unethical marketing behaviour of services providers on customer punitive intentions. It also endeavours to uncover the moderating role of switching intention in the research model. Data were collected from 453 customers of mobile service providers in Egypt. Path analysis is employed to test the research hypotheses using WarpPLS 7.0. The findings reveal that the perceived unethical marketing behaviours in 4Ps (i.e., product, price, place and promotion) positively influence customer punitive intentions. With respect to the moderating role of switching intention, it enhances the influence that unethical marketing behaviour has on customer punitive intentions. The paper provides managerial implications for services corporates and suggestions for future research.
Journal: Int. J. of Services and Operations Management
Pages: 111-136
Issue: 1
Volume: 49
Year: 2024
Keywords: unethical marketing behaviour; customer punitive intentions; switching intention; mobile service providers; Egypt.
File-URL: http://www.inderscience.com/link.php?id=141415
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Handle: RePEc:ids:ijsoma:v:49:y:2024:i:1:p:111-136

Template-Type: ReDIF-Article 1.0
Author-Name: Duong Quang Hao
Author-X-Name-First: Duong Quang
Author-X-Name-Last: Hao
Author-Name: Ngoc-Hien Do
Author-X-Name-First: Ngoc-Hien
Author-X-Name-Last: Do
Author-Name: Duc Duy Nguyen
Author-X-Name-First: Duc Duy
Author-X-Name-Last: Nguyen
Title: New product development in the fast fashion industry: a case study in Vietnam
Abstract:
The proposed approach for new product development (NPD) is intended to enhance the competitive advantages of start-up businesses. The new products were mainly developed by doing competitor analysis and checking the opinion of customers. First, the top competitors of the companies are identified by the competitor profile matrix (CPM) method. Then, the best-selling items of the top competitors would be analysed to define the essential factors that the customers can favour. After that, the new product functions would be added by checking customers' feedback. Finally, the samples would be made for further improvement. The time required for the new product development process can be shortened, and the budget can be reduced significantly by doing competitor analysis. Besides, the risk of failure can also be decreased if the companies follow top-selling product characteristics. The proposed approach provides valuable insights about new product development in fast fashion companies regarding new product development strategies.
Journal: Int. J. of Services and Operations Management
Pages: 136-154
Issue: 1
Volume: 48
Year: 2024
Keywords: new product development; NPD; customer surveys; competitor analysis; fashion industry; business strategy; Vietnam.
File-URL: http://www.inderscience.com/link.php?id=138601
File-Format: text/html
File-Restriction: Open Access
Handle: RePEc:ids:ijsoma:v:48:y:2024:i:1:p:136-154

Template-Type: ReDIF-Article 1.0
Author-Name: Kirti Aggarwal
Author-X-Name-First: Kirti
Author-X-Name-Last: Aggarwal
Title: Company characteristics and board structure: do they matter for human resource disclosure of Indian companies?
Abstract:
The study examines the effect of company characteristics and board structure on the level of HR disclosure in Indian listed companies. The present study has been conducted on 63 companies listed on NSE-100 Index for the time period of ranging from F.Y. 2012-2013 to 2019-2020. The outcomes of Two-way LSDV regression model shows that there is significant positive effect of age, NFA, NS, MC, ROTA, CEO duality, LS, PAR and significant negative of EPS, ROE, CR, board size on the level of HR disclosure of the sample companies. Overall, it can be said that the present study provides the information regarding the extent to which Indian listed companies take the HR disclosure practices seriously and the study also provides the feedback to different regulatory bodies such as The Institute of Chartered Accountants of India (ICAI) about the adequacy of current guidelines on HR disclosure for Indian corporates.
Journal: Int. J. of Services and Operations Management
Pages: 432-458
Issue: 4
Volume: 49
Year: 2024
Keywords: company characteristics; board structure; human resource disclosure; LSDV regression model; India.
File-URL: http://www.inderscience.com/link.php?id=143215
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Handle: RePEc:ids:ijsoma:v:49:y:2024:i:4:p:432-458

Template-Type: ReDIF-Article 1.0
Author-Name: Jovanska Arfianda Imran
Author-X-Name-First: Jovanska Arfianda
Author-X-Name-Last: Imran
Author-Name: Liane Okdinawati
Author-X-Name-First: Liane
Author-X-Name-Last: Okdinawati
Title: Supply chain risk management for logistics activities: systematic literature review
Abstract:
The supply chain (SC) is sensitive to risk, with the major source coming from logistical activities. These risks could cost companies hundreds of millions of dollars and such consequences are not only experienced by the focal company, but it causes a ripple effect in the whole chain. Previously, there have been many literature review articles in the field of SCRM but the discussion is for SC, in general. Due to the lack of research studying the current state of SCRM literature for logistics activities, this study proposes a systematic literature review focusing only on logistics activities. Articles from Scopus and Google Scholar were analysed based on the SCRM process and the collaboration features in the SC. Based on the analysis, this literature review illustrates the role of collaboration features in the SCRM processes. Finally, we highlight the gaps in the existing literature and provide directions for future research.
Journal: Int. J. of Services and Operations Management
Pages: 459-477
Issue: 4
Volume: 49
Year: 2024
Keywords: supply chain risk management; SCRM; logistics activities; collaboration; systematic literature review; SLR.
File-URL: http://www.inderscience.com/link.php?id=143216
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Handle: RePEc:ids:ijsoma:v:49:y:2024:i:4:p:459-477

Template-Type: ReDIF-Article 1.0
Author-Name: Shashi Sawhney
Author-X-Name-First: Shashi
Author-X-Name-Last: Sawhney
Author-Name: Jitin Gambhir
Author-X-Name-First: Jitin
Author-X-Name-Last: Gambhir
Title: Green financing: analysis in Indian electric two-wheeler automobile manufacturing industries
Abstract:
Nowadays, green financing framework has gained significant attention in automobile industry around the world. This work intends to conduct an analysis of green finance in India for manufacturing of electric two-wheelers. Typically, the electric two-wheelers help to reduce the green-house gas emissions and environmental pollutions as well as reduce the fuel consumption. Due to these factors, the electric two-wheelers are being promoted for use in India. The study includes financial mechanism supporting the evolution from conventional internal combustion engine (ICE) to electric two-wheelers. Moreover, the different types of risk factors associated to the financing of electric two-wheeler manufacturing industries have been examined. In addition, the role of financial institutions (FIs) in supporting the manufacturing of electric two-wheelers is analysed with the help of public policies in India.
Journal: Int. J. of Services and Operations Management
Pages: 411-431
Issue: 4
Volume: 49
Year: 2024
Keywords: green finance; renewable energy source; RES; electric two-wheeler; financial institutions; FIs; low-carbon transition and automobile industries.
File-URL: http://www.inderscience.com/link.php?id=143217
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Handle: RePEc:ids:ijsoma:v:49:y:2024:i:4:p:411-431

Template-Type: ReDIF-Article 1.0
Author-Name: Javad Shahreki
Author-X-Name-First: Javad
Author-X-Name-Last: Shahreki
Author-Name: Audrey Lim Li Chin
Author-X-Name-First: Audrey Lim Li
Author-X-Name-Last: Chin
Author-Name: Anahita Ghanad
Author-X-Name-First: Anahita
Author-X-Name-Last: Ghanad
Author-Name: Maniyarasi Gowindasamy
Author-X-Name-First: Maniyarasi
Author-X-Name-Last: Gowindasamy
Author-Name: Sahar E-Vahdati
Author-X-Name-First: Sahar
Author-X-Name-Last: E-Vahdati
Title: E-HRM delivers better HRM services
Abstract:
It is commonly believed that the advent of electronic human resource management (e-HRM) will result in improved HRM quality of service. This study specifically addresses two requests from previous research on e-HRM; one, to highlight the significance of the interaction between technological and organisational characteristics; and two, to establish that the deployment of e-HRM results in higher-quality HRM services. The advantages of both traditional HRM and e-HRM, according to our argument, are the primary factors that determine the high quality of HRM services. The frequency with which e-HRM is used may serve as a mediator in the connection. Additionally, using the adaptive structuration theory as a foundation, the amount of mediation used may differ between high and low e-HRM appropriation. To further understand what factors contribute to high-quality HRM services, an analysis of moderated mediation is done on a sample of 351 employees from a central administration department. Our research reveals that HRM and e-HRM capabilities have a significant positive direct impact. By demonstrating that HRM capability is the key determinant of HRM quality of service, the study's findings extend the field of e-HRM research.
Journal: Int. J. of Services and Operations Management
Pages: 478-500
Issue: 4
Volume: 49
Year: 2024
Keywords: e-HRM capability; e-HRM utilisation; HR experts; line managers; HRM quality of service.
File-URL: http://www.inderscience.com/link.php?id=143218
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Handle: RePEc:ids:ijsoma:v:49:y:2024:i:4:p:478-500

Template-Type: ReDIF-Article 1.0
Author-Name: Moloud Soltanian Fallahieh
Author-X-Name-First: Moloud Soltanian
Author-X-Name-Last: Fallahieh
Author-Name: Kanagi Kanapathy
Author-X-Name-First: Kanagi
Author-X-Name-Last: Kanapathy
Author-Name: Suhana Mohezar
Author-X-Name-First: Suhana
Author-X-Name-Last: Mohezar
Title: Antecedents and consequences of the use of data analytics in supply chain: the Malaysian perspective
Abstract:
In recent years, the amount of data has grown in almost all sectors of the global economy. Firms can incorporate a data-driven supply chain strategy to gain valuable insights into improvement in product and process designs and in demand and supply management. The present study examines how technological, organisational and environmental (TOE) factors contribute as antecedents for the use of data analytics in the supply chain (DASC) and consequently on improving supply chain competitiveness and firm performance. The study contributes to the mediating role of supply chain competitiveness in the relationship between DASC and firm performance. The study adopts a quantitative methodology using a survey with 141 usable responses. The study significantly contributes to analysing the mediating effect of supply chain competitiveness and shows that supply chain competitiveness is the key through which the use of DASC would lead to firm performance.
Journal: Int. J. of Services and Operations Management
Pages: 501-521
Issue: 4
Volume: 49
Year: 2024
Keywords: technological; organisational and environmental; TOE; data analytics; big data; SCOR; supply chain performance; competitiveness.
File-URL: http://www.inderscience.com/link.php?id=143219
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Handle: RePEc:ids:ijsoma:v:49:y:2024:i:4:p:501-521

Template-Type: ReDIF-Article 1.0
Author-Name: Claudia Affonso Silva Araujo
Author-X-Name-First: Claudia Affonso Silva
Author-X-Name-Last: Araujo
Author-Name: Clarissa Gussen
Author-X-Name-First: Clarissa
Author-X-Name-Last: Gussen
Author-Name: Marina Martins Siqueira
Author-X-Name-First: Marina Martins
Author-X-Name-Last: Siqueira
Author-Name: Luis Antonio &#100;a Rocha Dib
Author-X-Name-First: Luis Antonio &#100;a Rocha
Author-X-Name-Last: Dib
Title: Applying the lean principles to improve the organ donation-transplantation process
Abstract:
Despite advancements, there are persistent inefficiencies in organ donation-transplantation (ODT) processes and an increasing need for donated organs worldwide. The lean philosophy is particularly noteworthy among the management approaches pursuing greater efficiency. It has been applied to several fields, including health services, but not extensively explored within transplantation activities. This study examines the applicability of lean principles to improve ODT processes in Brazil. A multiple case study was conducted in three Brazilian state transplant centres with greater transplantation volume. The findings suggest overall alignment between procedures adopted by the transplant centres and lean thinking practices. For example, the lean principle of process' fluidity is assured through strengthened relationships with involved parties, decentralised decision-making, teams sized accordingly to local requirements, and practitioners provided with all necessary work tools. In light of the results, the lean ODT coordination model is proposed, and several initiatives to increase the supply of organs are presented.
Journal: Int. J. of Services and Operations Management
Pages: 522-538
Issue: 4
Volume: 49
Year: 2024
Keywords: lean principles; lean thinking; organ donation; organ transplantation; organ donation-transplantation process; Brazil.
File-URL: http://www.inderscience.com/link.php?id=143220
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Handle: RePEc:ids:ijsoma:v:49:y:2024:i:4:p:522-538

Template-Type: ReDIF-Article 1.0
Author-Name: Ziqi Liao
Author-X-Name-First: Ziqi
Author-X-Name-Last: Liao
Title: Selecting strategically compatible information technology infrastructure projects for sustainable operations and development
Abstract:
This article explores the evaluation and selection of strategically compatible information technology (IT) infrastructure projects for sustainable operations and development in a high technology manufacturing firm. The present analytic evaluation model serves as a multiple criteria decision-making framework which enables decision makers to intuitively assess strategic criteria and project alternatives. The pairwise comparisons of strategic criteria and pairwise comparisons of project alternatives result in normalised composite weights that suggest relative priorities of project alternatives. The model can be customised to cope with several different strategic requirements in response to emerging challenges in competitive environments. Therefore, it can be applied to facilitate the evaluation and selection of strategically compatible IT infrastructure projects in different contexts. The findings have theoretical and practical implications for strategic IT infrastructure development.
Journal: Int. J. of Services and Operations Management
Pages: 539-549
Issue: 4
Volume: 49
Year: 2024
Keywords: information technology infrastructure; analytic hierarchy process; AHP; project evaluation and selection; operations management; technology management; strategic management.
File-URL: http://www.inderscience.com/link.php?id=143228
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Handle: RePEc:ids:ijsoma:v:49:y:2024:i:4:p:539-549

Template-Type: ReDIF-Article 1.0
Author-Name: Chiehwen Ed Hsu
Author-X-Name-First: Chiehwen Ed
Author-X-Name-Last: Hsu
Author-Name: S. Yeshwant Raj
Author-X-Name-First: S. Yeshwant
Author-X-Name-Last: Raj
Author-Name: Taksaporn Boonroungkaw
Author-X-Name-First: Taksaporn
Author-X-Name-Last: Boonroungkaw
Title: How organisation deviance affects employees' perception: a quantitative analysis on managing workplace emotions
Abstract:
This study offers an empirical model that investigates realistically the subordinate work performance and also analyses the progressively devastating effects for workers of the theory of conservation of resources on their emotional tiredness and organisational deviance which has made a keen interest for a lot of scholars in the recent decades. The study has used a quantitative analysis by using structured equation modelling (SEM) in PLS, and 300 full-time employees from diverse sectors in Taiwan including manufacturers, businesses, government organisations, etc., have collected data via an online questionnaire. We also showed that abusive supervision and job overload led to emotional distress. Our findings are unique, unlike the literature. We concluded that abusive supervision and overloaded positions are both significant contributors to emotional exhaustion. The finding shows that procedural justice may not be the most effective way to deal with emotional exhaustion. In this study, both management and practical aspects are explored. The study demonstrates that procedural justice evaluations are not negatively linked to emotional exhaustion. Our data suggest that employees seem emotionally exhausted to be organisationally deviant.
Journal: Int. J. of Services and Operations Management
Pages: 29-46
Issue: 1
Volume: 47
Year: 2024
Keywords: organisational deviance; emotional exhaustion; conservation of resources theory; supervisor.
File-URL: http://www.inderscience.com/link.php?id=136834
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Handle: RePEc:ids:ijsoma:v:47:y:2024:i:1:p:29-46

Template-Type: ReDIF-Article 1.0
Author-Name: Nikhat Afshan
Author-X-Name-First: Nikhat
Author-X-Name-Last: Afshan
Author-Name: Jaideep Motwani
Author-X-Name-First: Jaideep
Author-X-Name-Last: Motwani
Title: Supplier integration and firm performance: a multiple case study of American manufacturing and services firms
Abstract:
Several researchers have investigated the relationship between supplier integration and firm performance; however, the findings remained inconsistent. This called for more research, specifically the qualitative research to better understand supplier integration and performance relationships. Through case study of four US firms belonging to manufacturing and service industry, this study tries to understand their supplier integration strategy and how this leads to performance improvement. The findings suggested that the supplier integration and performance relationship vary across the organisation despite the same level of supplier integration efforts. This difference can be attributed to the product variety, customer service level and nature of industry in which firms operate. These findings provide directions for conducting future research.
Journal: Int. J. of Services and Operations Management
Pages: 445-461
Issue: 4
Volume: 48
Year: 2024
Keywords: supplier integration; operational performance; case study method; financial performance; trust; commitment; supplier performance; supplier evaluation.
File-URL: http://www.inderscience.com/link.php?id=140420
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Handle: RePEc:ids:ijsoma:v:48:y:2024:i:4:p:445-461

Template-Type: ReDIF-Article 1.0
Author-Name: Daniel Alexandre Morelli
Author-X-Name-First: Daniel Alexandre
Author-X-Name-Last: Morelli
Author-Name: Pedro Henrique Ribeiro Botene
Author-X-Name-First: Pedro Henrique Ribeiro
Author-X-Name-Last: Botene
Author-Name: Gabriella Carlucci Tavares Colombo
Author-X-Name-First: Gabriella Carlucci Tavares
Author-X-Name-Last: Colombo
Author-Name: Giovana Catussi Paschoalotto
Author-X-Name-First: Giovana Catussi
Author-X-Name-Last: Paschoalotto
Author-Name: Paulo Sergio &#100;e Arruda Ignacio
Author-X-Name-First: Paulo Sergio &#100;e Arruda
Author-X-Name-Last: Ignacio
Author-Name: Anibal Tavares &#100;e Azevedo
Author-X-Name-First: Anibal Tavares &#100;e
Author-X-Name-Last: Azevedo
Author-Name: Antônio Carlos Pacagnella Júnior
Author-X-Name-First: Antônio Carlos Pacagnella
Author-X-Name-Last: Júnior
Author-Name: Alessandro Lucas &#100;a Silva
Author-X-Name-First: Alessandro Lucas &#100;a
Author-X-Name-Last: Silva
Title: Challenges and opportunities in a lean automation model implementation: characterising micro, small and medium-sized enterprises of developing countries
Abstract:
The approach that associates innovative Industry 4.0 technologies with lean production principles is called lean automation (LA). This paper aims to explore LA models, investigating challenges and opportunities to their practical application in micro, small and medium-sized enterprises (MSMEs) in Brazil, contributing to technological development in emerging countries. As such, this article mapped the main combinations of Industry 4.0 and Lean principles, structured a conceptual just-in-time (JIT) delivery model, and characterised the conditions of MSMEs of emerging countries in relation to LA standards. The data collection was generated through a survey, and its analysis was performed using the Promethee-Gaia method. The results allowed us to compare different sectors, revealing their strengths and weaknesses. This study verified that business segments with the worst LA adherences presented low rates in concepts such as: 'planning and scheduling', 'pull-system', 'lot size reductions' and 'cyber security'. We organised a feasible three-steps roadmap for the LA implementation.
Journal: Int. J. of Services and Operations Management
Pages: 481-510
Issue: 4
Volume: 48
Year: 2024
Keywords: lean automation; Industry 4.0; I4.0; lean production systems; LPS; just-in-time; JIT; delivery; micro small and medium-sized enterprises; MSMEs; developing countries; survey; Promethee.
File-URL: http://www.inderscience.com/link.php?id=140421
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Handle: RePEc:ids:ijsoma:v:48:y:2024:i:4:p:481-510

Template-Type: ReDIF-Article 1.0
Author-Name: Effnu Subiyanto
Author-X-Name-First: Effnu
Author-X-Name-Last: Subiyanto
Title: The decision to retain or divest of share ownership: a case study using SWOT, CBA, financial considerations, and future projection in a logistics business in Indonesia
Abstract:
This study aims to help business executives execute corporate strategies for several options between retaining and divesting their shares in certain public companies. Business climates are quick to change, and the decision mandatorily requires a fast response. This study used a combination of econometric methods of tools such as analysis of strengths, weaknesses, opportunities, threats or the SWOT technique, the cost and benefit analysis (CBA), financial considerations, and future projection. This study is a case study-type to explore business analysis in a logistics business-holding in Indonesia. The findings of this study suggested that divestment of shares of ownership due to internal concerns and financial performance must be a priority to be done. Econometric analyses have been proven as the tools, followed by financial considerations and future projections. This study guides corporations that would have been considering conducting business analyses to retain or divest their share of ownership. This strategy could be applied to other types of business with adequate adjustments.
Journal: Int. J. of Services and Operations Management
Pages: 558-575
Issue: 4
Volume: 48
Year: 2024
Keywords: business analysis; corporate strategy; decision making; divestment; projection analysis; innovation.
File-URL: http://www.inderscience.com/link.php?id=140422
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Handle: RePEc:ids:ijsoma:v:48:y:2024:i:4:p:558-575

Template-Type: ReDIF-Article 1.0
Author-Name: S. Sudeesh
Author-X-Name-First: S.
Author-X-Name-Last: Sudeesh
Author-Name: K. Rameshkumar
Author-X-Name-First: K.
Author-X-Name-Last: Rameshkumar
Author-Name: S.P. Anbuudayasankar
Author-X-Name-First: S.P.
Author-X-Name-Last: Anbuudayasankar
Author-Name: M. Thenarasu
Author-X-Name-First: M.
Author-X-Name-Last: Thenarasu
Title: Simulation analysis and development of priority dispatching rules for a partial flexible job shop
Abstract:
The focus of today's manufacturing strategy is to reap the benefits of flexibility, which makes it easier to adapt to changing production needs and requirements. Increased job shop flexibility has only added to the difficulty of scheduling operations. Partial flexible job shop scheduling is one in which a job operation can only be performed on one of a predefined subset of alternative machines. Priority dispatching rules (PDRs) are used to decide the order in which operations in the queue should be selected. In this study, a novel procedure has been devised to prioritise jobs in a partial flexible job shop. Entropy method has been used in this study for determining the weights for the conflicting criteria, and the VIKOR method is used to determine the priority of jobs. Discrete event simulation models are developed to evaluate the performance measures, namely makespan, flow time, and tardiness. Well-known benchmark instances and a large-scale real-world problem have been utilised to evaluate the performance of the proposed method. In both cases, the proposed MCDM-based priority rule performed well for makespan, flow time, and tardiness-based measurements.
Journal: Int. J. of Services and Operations Management
Pages: 576-601
Issue: 4
Volume: 48
Year: 2024
Keywords: discrete event simulation; DES; partial flexible job shop scheduling problem; PFJSSP; multi-criteria decision making; MCDM; VIKOR; priority dispatching rules; PDRs.
File-URL: http://www.inderscience.com/link.php?id=140423
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Handle: RePEc:ids:ijsoma:v:48:y:2024:i:4:p:576-601

Template-Type: ReDIF-Article 1.0
Author-Name: Anuja Agarwal
Author-X-Name-First: Anuja
Author-X-Name-Last: Agarwal
Author-Name: Akriti Mittal
Author-X-Name-First: Akriti
Author-X-Name-Last: Mittal
Title: Can food delivery robots become a new norm in India? A study of online food delivery services
Abstract:
The infusion of robots has increased enormously in the last few years. Out of many, food delivery robots (FDRs) are the ones that are in direct contact with the consumers. This study identifies the usage and growth of FDRs in the global market while exploring the opportunities and substantial barriers for Indian food delivery giants. Also the behavioural aspects of Indian consumers are explored towards acceptance of food delivery services from robots. An extensive literature review was followed by in-depth interviews with the robotic service delivery providers and collected data from 194 Indian consumers using survey method. Analysis using analytical tools resulted in three factors, customer acceptance, perceived risk, and sentimental value with positive inclination towards using FDRs. Usage of FDRs by Indian food delivery companies is a novel context in itself and identification and understanding of customer acceptance towards the same makes it a relevant research work.
Journal: Int. J. of Services and Operations Management
Pages: 462-480
Issue: 4
Volume: 48
Year: 2024
Keywords: food delivery robots; FDRs; Indian service industry; consumer acceptance; behavioural aspects; barriers to adoption; India.
File-URL: http://www.inderscience.com/link.php?id=140424
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Handle: RePEc:ids:ijsoma:v:48:y:2024:i:4:p:462-480

Template-Type: ReDIF-Article 1.0
Author-Name: Adedugba Adebayo
Author-X-Name-First: Adedugba
Author-X-Name-Last: Adebayo
Author-Name: Ogunnaike Olaleke
Author-X-Name-First: Ogunnaike
Author-X-Name-Last: Olaleke
Author-Name: Kehinde Busola
Author-X-Name-First: Kehinde
Author-X-Name-Last: Busola
Author-Name: Oke Gbenga
Author-X-Name-First: Oke
Author-X-Name-Last: Gbenga
Title: Inventory optimality approach in replenishment and distribution a model in selected cement manufacturing firms in Lagos state
Abstract:
Inventories do not usually follow normative linear models in the cement manufacturing firms. At best, a degree of bounded decisions rather than a boundless decision based on a trend and model of the inventory distribution and replenishment. In this study, the operational mechanism of inventories in a continuous framework within an inventory chain was examined. The study utilised the backorder inventory model, and reorder point/safety stock (normal distribution) to decide inventory volumes and optimality so as to augment profitability. Partial least square (PLS) was additionally utilised to examine the extent of inventory optimality on replenishment and distribution. The study posited that volume and inconsistency of order amount would generally be bigger and the request time lengthened while the inventories move along the echelons. The study also linked inventory optimality to replenishment and distribution decisions. Results show that inventory quantity span should be initiated by clients' demand hence decreasing holding and order costs. Furthermore, the results also stated that optimal inventory is an important variable that maximises replenishment and distribution. Therefore, a linear relationship between inventory optimality and replenishment leads to maximal distribution.
Journal: Int. J. of Services and Operations Management
Pages: 543-557
Issue: 4
Volume: 48
Year: 2024
Keywords: inventory optimality; replenishment; distribution; profitability; maximal.
File-URL: http://www.inderscience.com/link.php?id=140425
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Handle: RePEc:ids:ijsoma:v:48:y:2024:i:4:p:543-557

Template-Type: ReDIF-Article 1.0
Author-Name: Filipa Morais
Author-X-Name-First: Filipa
Author-X-Name-Last: Morais
Author-Name: Leandro Pereira
Author-X-Name-First: Leandro
Author-X-Name-Last: Pereira
Author-Name: Álvaro Dias
Author-X-Name-First: Álvaro
Author-X-Name-Last: Dias
Author-Name: Rui Gonçalves
Author-X-Name-First: Rui
Author-X-Name-Last: Gonçalves
Author-Name: Renato Lopes &#100;a Costa
Author-X-Name-First: Renato Lopes &#100;a
Author-X-Name-Last: Costa
Title: How to control vendor service to avoid fraud in insurance sector
Abstract:
The difficulty in controlling the quality of services provided by external providers, in the settlement of multi-risk claims, increases the risk of fraud and constitutes an obstacle for insurance companies. The methodology used seeks to understand the evolution of quality control of external providers; to identify the causes of the incapacity to implement adequate controls and the main impacts of this constraint; and to define the best solution to solve the problem and the benefits for the company. Although there is a greater concern, controls are still insufficient, which may create economic and financial losses, negatively impact customer satisfaction and weaken the company's image. The lack of sensitivity to fraud and the misuse of resources condition adequate quality control. Audits and the parameterisation and automation of controls offer greater robustness to the company, increase security with customers and control financial waste.
Journal: Int. J. of Services and Operations Management
Pages: 511-542
Issue: 4
Volume: 48
Year: 2024
Keywords: external fraud; fraud in the insurance sector; fraud prevention; detection.
File-URL: http://www.inderscience.com/link.php?id=140426
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Handle: RePEc:ids:ijsoma:v:48:y:2024:i:4:p:511-542

Template-Type: ReDIF-Article 1.0
Author-Name: Deepankar Sinha
Author-X-Name-First: Deepankar
Author-X-Name-Last: Sinha
Title: Estimating opportunities for errors in multimodal logistics system in global business
Abstract:
Global trade has greater complexity than domestic business as it involves multiple stages, multiple activities, and stakeholders in each stage. The author in this paper estimates around 13 stages in global movement with 67 activities involving 22 stakeholders. The errors in each stage affect the flows, leading to an increase in pipeline inventory. This increase impacts the inventory turnover ratio, and earlier authors, in their studies, focused on forecasting errors and or information errors affecting a firm's supply chain. Some authors have attempted to suggest ways of implementing Six Sigma in supply chain management. There is very little evidence of estimation of opportunities for errors. This paper attempts to answer the research question &#45; how can the error in the multimodal global logistic chain be estimated? The sub-questions answered are: 1) what causes errors? Or how many opportunities for errors exist?; 2) what is the causality between the errors?
Journal: Int. J. of Services and Operations Management
Pages: 256-275
Issue: 2
Volume: 47
Year: 2024
Keywords: multimodal logistics; global business; opportunities for errors; estimation of errors; coordination; Six Sigma; defects per million opportunities; containerised goods.
File-URL: http://www.inderscience.com/link.php?id=136853
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Handle: RePEc:ids:ijsoma:v:47:y:2024:i:2:p:256-275

Template-Type: ReDIF-Article 1.0
Author-Name: Bruna Keila Macieira Santos
Author-X-Name-First: Bruna Keila Macieira
Author-X-Name-Last: Santos
Author-Name: Pablo Aurélio Lacerda &#100;e Almeida Pinto
Author-X-Name-First: Pablo Aurélio Lacerda &#100;e Almeida
Author-X-Name-Last: Pinto
Author-Name: Fagner José Coutinho &#100;e Melo
Author-X-Name-First: Fagner José Coutinho &#100;e
Author-X-Name-Last: Melo
Title: Quality attributes in services for social community centres: a systematic review of the literature
Abstract:
This paper aims to identify the dimensions and attributes for assessing the quality of services in community social centres through a systematic review of the literature. A systematic review of the literature was conducted using the Web of Science and Scopus databases, with a timeframe from 2017 to 2021. The search results showed a compendium of 23 relevant papers. The results point to different approaches that highlight the importance of the theme, helping to identify an important gap in the literature. Ten dimensions and 43 relevant attributes were listed, with appropriate framing for the research. This paper contributes with significant information for public agents, civil society, and educators, encouraging a sequence of research on the subject in search of strengthening, expanding such initiatives.
Journal: Int. J. of Services and Operations Management
Pages: 137-160
Issue: 2
Volume: 49
Year: 2024
Keywords: quality assessment; public and social services; community centres; multiservice education; citizenship centres; SERVQUAL.
File-URL: http://www.inderscience.com/link.php?id=141992
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Handle: RePEc:ids:ijsoma:v:49:y:2024:i:2:p:137-160

Template-Type: ReDIF-Article 1.0
Author-Name: Michael Vigdorowitsch
Author-X-Name-First: Michael
Author-X-Name-Last: Vigdorowitsch
Title: Differential model of customer loyalty evolution as loyalty forecasting tool
Abstract:
The paper introduces a differential model of customer loyalty evolution which enables one to construct solutions, based on hypotheses and incorporated sub-models of factors affecting the loyalty. We consider first heuristically a differential equation holding the balance between selected factors affecting one another (functionality, quality, and price) and are related to the notion &lt;i&gt;customer loyalty&lt;/i&gt;. Such an equation classified as the first integral ('the first way to solution') in the theory of differential equations enables one to rigorously analyse it and construct hypothesis-driven solutions. A special (simplified) case is considered to demonstrate how the approach works. The model allows to construct solutions depending on particular representations of functionality, quality and price impacts. Serving as a prototype of a corporate tool, the model is shown with simple examples to generate the loyalty evolution forecasts. It is especially useful with further adaptation for practitioners and those who have commitment to integrated corporate management solutions.
Journal: Int. J. of Services and Operations Management
Pages: 161-174
Issue: 2
Volume: 49
Year: 2024
Keywords: customer loyalty; satisfaction; service functionality; service quality; loyalty depreciation.
File-URL: http://www.inderscience.com/link.php?id=141995
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Handle: RePEc:ids:ijsoma:v:49:y:2024:i:2:p:161-174

Template-Type: ReDIF-Article 1.0
Author-Name: Md. Rahat Khan
Author-X-Name-First: Md. Rahat
Author-X-Name-Last: Khan
Author-Name: Most. Tahura Pervin
Author-X-Name-First: Most. Tahura
Author-X-Name-Last: Pervin
Title: Technology disruption and its application in organisational management theories: a case study on Toyota Motor Corporation
Abstract:
During the last 75 years of Toyota Motor Corporation's (TMC) business operations, the company tried to respond to the environmental changes by adopting and implementing technology disruption and IT advancements for delivering greater value to its stakeholders. Technology disruption affects management philosophies. TMC's business success is not just an overnight story. A long waited for innovative managerial activities and decision-making has made the dream come true for TMC. The aim of the study was to find out the technology disruption impact and alignment of management theories in organisations based on the qualitative case method. Plenty of secondary sources such as websites, blogs, books, articles, and annual reports were observed to explore this research. The study found an innovation management model in the technology disruption situation. The study will help to learn the association between technology disruption and management philosophies in the manufacturing and automobile industries.
Journal: Int. J. of Services and Operations Management
Pages: 198-220
Issue: 2
Volume: 49
Year: 2024
Keywords: disruptive technology; information technology; organisational structure; management philosophy; Toyota.
File-URL: http://www.inderscience.com/link.php?id=141998
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Handle: RePEc:ids:ijsoma:v:49:y:2024:i:2:p:198-220

Template-Type: ReDIF-Article 1.0
Author-Name: Sabri Shaker Ashoor Bin-Obaidellah
Author-X-Name-First: Sabri Shaker Ashoor
Author-X-Name-Last: Bin-Obaidellah
Author-Name: Noor Fadhiha Mokhtar
Author-X-Name-First: Noor Fadhiha
Author-X-Name-Last: Mokhtar
Author-Name: Nur Aishah Awi
Author-X-Name-First: Nur Aishah
Author-X-Name-Last: Awi
Author-Name: Safiek Mokhlis
Author-X-Name-First: Safiek
Author-X-Name-Last: Mokhlis
Title: Investigating the effect of market orientation on the performance of micro and small enterprises in Yemen: the moderating role of social media marketing adoption
Abstract:
This study aimed to investigate the effect of market orientation on the performance of micro and small enterprises (MSEs) in Yemen. It also aimed to examine the moderating role of social media marketing (SMM) adoption in relation to market orientation (MO). A sample of 362 MSEs in Yemen was found eligible for this study. The data was analysed using partial least squares structural equation modelling (PLS-SEM). Two analyses were undertaken, utilising descriptive statistical analysis and inferential analysis techniques, to fulfil the research objectives. The results of the data analysis demonstrated that MO and MSEs' performance had a positive and significant association. SMM also had a significant impact on the performance of MSEs. Additionally, SMM did not moderate the relationship between market orientation and the performance of MSEs. Only a few studies have been done on MSEs' performance and the impact of MO and SMM. Thus, this study has provided a new insight into this area of research.
Journal: Int. J. of Services and Operations Management
Pages: 175-197
Issue: 2
Volume: 49
Year: 2024
Keywords: business performance; social media marketing; micro and small enterprises; MSEs; market orientation.
File-URL: http://www.inderscience.com/link.php?id=141999
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Handle: RePEc:ids:ijsoma:v:49:y:2024:i:2:p:175-197

Template-Type: ReDIF-Article 1.0
Author-Name: Zaid Jaradat
Author-X-Name-First: Zaid
Author-X-Name-Last: Jaradat
Author-Name: Ahmad Hardan
Author-X-Name-First: Ahmad
Author-X-Name-Last: Hardan
Title: Does human capital affect the implementation of ISQC 1 in audit firms of non-big 4? Evidence from Jordan
Abstract:
This study presents a framework determining the impact of human capital on ISQC 1 implementation, involving non-big 4 audit firms. The study sample comprised 162 external auditors from audit firms in Jordan. From the data analyses results, it was concluded that ISQC 1 variables of ethical requirements, acceptance, and continuance of client and human resources and engagement performance have positive relationship with human capital. Negative relationship was concluded for leadership and monitoring with human capital. Auditors in Jordan are lacking in number. The Jordanian policymakers and government need to improve the effectiveness and independence of the external auditors through new regulations and laws. Additionally, the auditing profession needs to regulated more, to safeguard the economy and social stability of the country.
Journal: Int. J. of Services and Operations Management
Pages: 192-212
Issue: 2
Volume: 48
Year: 2024
Keywords: human capital; ISQC 1; audit firms; human capital theory; Jordan.
File-URL: http://www.inderscience.com/link.php?id=138928
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Handle: RePEc:ids:ijsoma:v:48:y:2024:i:2:p:192-212

Template-Type: ReDIF-Article 1.0
Author-Name: A. Anand Jayakumar
Author-X-Name-First: A. Anand
Author-X-Name-Last: Jayakumar
Author-Name: C. Krishnaraj
Author-X-Name-First: C.
Author-X-Name-Last: Krishnaraj
Author-Name: S.R. Devadasan
Author-X-Name-First: S.R.
Author-X-Name-Last: Devadasan
Author-Name: R. Muruganandham
Author-X-Name-First: R.
Author-X-Name-Last: Muruganandham
Title: Prioritisation of warehouse location through analytical hierarchy process: a case study in a pump manufacturing company
Abstract:
Warehouses play crucial roles in pump manufacturing companies by distributing the pumps to the customers at right time with low logistics cost. Hence, pump manufacturing companies are required to prioritise the warehouse location. As several criteria are to be considered, multi-criteria decision-making techniques are required to be applied for prioritising warehouse location. In the context of this observation, the research reported in this paper was carried out. While carrying out this research, the analytical hierarchy process (AHP) technique was applied in a pump manufacturing company for prioritising its warehouse location in an Indian city. This task was carried out by gathering the necessary data from the managing director of this company by supplying questionnaires. Using this data, analysis associated with AHP was carried out and prioritised warehouse location was determined. The overall inference is that AHP is a good technique to carry out warehouse location in pump manufacturing companies.
Journal: Int. J. of Services and Operations Management
Pages: 272-304
Issue: 2
Volume: 48
Year: 2024
Keywords: pump manufacturing; analytical hierarchy process; AHP; warehouse location; multi-criteria decision making; priority ranking.
File-URL: http://www.inderscience.com/link.php?id=138929
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Template-Type: ReDIF-Article 1.0
Author-Name: Aashi Khandelwal
Author-X-Name-First: Aashi
Author-X-Name-Last: Khandelwal
Author-Name: Sarath Chandra Tangirala
Author-X-Name-First: Sarath Chandra
Author-X-Name-Last: Tangirala
Author-Name: Priyanka Khanzode
Author-X-Name-First: Priyanka
Author-X-Name-Last: Khanzode
Title: Financial literacy and operational decisions: insights from the entrepreneurs of food service industry
Abstract:
In order for a business to withstand the present highly competitive market, money management is very important. At the beginning of the business, entrepreneurs will have to handle all the financial and non-financial matters related to the business. For the purpose of effective financial management, financial literacy is essential for the entrepreneurs. In this paper, we aim to study the financial literacy of the food service industry entrepreneurs based in the Electronic City of Bangalore. The aim is to determine the relationship between the entrepreneur's financial literacy and investment decisions. For this purpose, we had analysed the data collected from primary source by circulating the questionnaire to various entrepreneurs in the Electronic City area. The analysis has been done using the ANOVA, regression and demographic analysis to analyse the data collected. According to the findings of the research, there has been a recent growth in public understanding of finance and wealth generation.
Journal: Int. J. of Services and Operations Management
Pages: 249-264
Issue: 2
Volume: 49
Year: 2024
Keywords: entrepreneur; money management; financial literacy; operational decision; food service industry.
File-URL: http://www.inderscience.com/link.php?id=142001
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Handle: RePEc:ids:ijsoma:v:49:y:2024:i:2:p:249-264

Template-Type: ReDIF-Article 1.0
Author-Name: Alan D. Smith
Author-X-Name-First: Alan D.
Author-X-Name-Last: Smith
Title: Comparison of selected supply chain management practices of three major regional/metropolitan hospitals within the context of the dual COVID-19 and opioid crises
Abstract:
The twin COVID-19 and the opioid crises have intensified the need for proper supply chain coordination among area hospitals. Hospitals are facing the difficult balancing act of striving to be lean or low cost, yet ensuring that there is sufficient excess capacity and inventories of needed medical-related supplies in theses crisis. The objectives of this study are to compare the current practices in supply chain management (SCM) of three Pittsburgh, PA-area hospitals to describe the current state, identify areas of potential improvements, and make conceptual recommendations that include strategic planning of the key performance indicators (KPI) of the supply chain using appropriate metrics and aggregate measures. Management at these healthcare organisations have taken proactive steps to ensure that modern methodologies and advanced technologies in the hospital supply chain can improve their respective strategic plan via data-driven analytics in an ever challenging operational landscape.
Journal: Int. J. of Services and Operations Management
Pages: 155-175
Issue: 2
Volume: 48
Year: 2024
Keywords: business strategy; case study; COVID-19; data analytics; General Services Administration; GSA; generic inventory package; GIP system; key performance indicators; KPIs; methamphetamine addiction; operational efficiency; opioid epidemic; public health; supply chain management; SCM.
File-URL: http://www.inderscience.com/link.php?id=138930
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Handle: RePEc:ids:ijsoma:v:48:y:2024:i:2:p:155-175

Template-Type: ReDIF-Article 1.0
Author-Name: Anderson Ribeiro Duarte
Author-X-Name-First: Anderson Ribeiro
Author-X-Name-Last: Duarte
Title: The server allocation problem for Markovian queueing networks
Abstract:
Manufacturing systems often need to improve productivity to meet customer demand drastically. In the design phase of these systems, one of the most significant problems is how to allocate resources (servers) to design efficient queueing systems. Queueing networks with multiple servers, arbitrary acyclic topologies with Markovian arrivals, and services are considered in this paper. We present an approach for optimal server allocation in several topologies (series, merge, and split). The methodology uses a multi-objective heuristic strategy using the simulated annealing algorithm. Server utilisation performance is maximised simultaneously with the minimisation of the expected overall time of customers in the queueing network. Results from computational experiments show the efficacy of the proposal.
Journal: Int. J. of Services and Operations Management
Pages: 256-271
Issue: 2
Volume: 48
Year: 2024
Keywords: multi-objective optimisation; simulated annealing; productivity; expected overall time.
File-URL: http://www.inderscience.com/link.php?id=138931
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Handle: RePEc:ids:ijsoma:v:48:y:2024:i:2:p:256-271

Template-Type: ReDIF-Article 1.0
Author-Name: Wen-Jung Chen
Author-X-Name-First: Wen-Jung
Author-X-Name-Last: Chen
Title: The influences of hotel employees' service innovativeness on brand image and loyalty
Abstract:
As tourism is being globalised, the hotel industry in Taiwan faces more and more challenges from competitors. How to shape the differentiated brand to consolidate tourist loyalty is the purpose of the study. This study selected the customers who stayed in hotels in Taiwan within two years as the subjects, and found that service innovativeness perception and brand familiarity significantly affect and closely interact with brand image, and the service innovativeness perception can enhance brand loyalty through brand image. The contribution of this study lies in integration of the concepts of service innovativeness and brand strategy from the perspective of tourists. Moreover, this study suggested that the hoteliers strengthen customers' perception on innovativeness and familiarity with the hotel through marketing, promotion as well as questionnaire to enhance customers' loyalty to the hotel.
Journal: Int. J. of Services and Operations Management
Pages: 176-191
Issue: 2
Volume: 48
Year: 2024
Keywords: service innovativeness; hotel brand; customer loyalty; brand image; hotel service.
File-URL: http://www.inderscience.com/link.php?id=138932
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Handle: RePEc:ids:ijsoma:v:48:y:2024:i:2:p:176-191

Template-Type: ReDIF-Article 1.0
Author-Name: Saiful Ghozi
Author-X-Name-First: Saiful
Author-X-Name-Last: Ghozi
Author-Name: Setyabudi Indartono
Author-X-Name-First: Setyabudi
Author-X-Name-Last: Indartono
Author-Name: Aji Prasetya Wibawa
Author-X-Name-First: Aji Prasetya
Author-X-Name-Last: Wibawa
Title: Service quality dimension of polytechnic and its evaluation: the students' perspective in Indonesia
Abstract:
Polytechnic education is still viewed as a second option by students and parents. Therefore, it is crucial to improve its quality which can be pursued through one of the quality constructs, i.e., service quality. This study aimed to determine the authentic dimension of service quality, especially in the polytechnic context. A total of 235 valid questionnaires from polytechnic students in Indonesia were collected. Forty-four item attributes were developed. The exploratory and confirmatory factor analysis tested for unidimensionality, reliability, and validity. An importance performance analysis (IPA) was used to evaluate the service provided. This study established eight fit factors: academic, access, non-academic, facility, delivery, program issues, tuition rationality, and graduate employability. The result of IPA indicated that access, facility, and delivery were the most significant weaknesses in service quality. Thus, concentrating constructive action on said factors would produce maximum results. It was discussed in-depth in this study.
Journal: Int. J. of Services and Operations Management
Pages: 213-233
Issue: 2
Volume: 48
Year: 2024
Keywords: service quality; HEdPERF; polytechnic; importance performance analysis; IPA; students' perspective.
File-URL: http://www.inderscience.com/link.php?id=138933
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Handle: RePEc:ids:ijsoma:v:48:y:2024:i:2:p:213-233

Template-Type: ReDIF-Article 1.0
Author-Name: Petra Hurme
Author-X-Name-First: Petra
Author-X-Name-Last: Hurme
Author-Name: Johanna Liljeroos-Cork
Author-X-Name-First: Johanna
Author-X-Name-Last: Liljeroos-Cork
Title: Factors promoting value creation in lean management within public social and healthcare organisation
Abstract:
Several public social and healthcare organisations have adopted Lean to address operational challenges. It is implemented in many ways, but to achieve good results, the culture should be transformed comprehensively. The organisation should understand what creates value and design service processes accordingly. In this study, value is understood as a positive change in well-being, which can occur at the individual, organisational, or societal level. This article is based on qualitative research, where interview data was collected from Lean-trained social and healthcare managers working in a public organisation aiming for a comprehensive Lean cultural change. The purpose of the study is to explore managers' views on value creation in Lean management. The results indicate that achieving customer value requires the creation of internal value within the organisation, and that a genuine cultural transformation necessitates management changes at both the organisational and individual levels.
Journal: Int. J. of Services and Operations Management
Pages: 1-21
Issue: 5
Volume: 49
Year: 2024
Keywords: lean management; lean development; lean culture change; value creation; public organisation; healthcare; social services; Finland.
File-URL: http://www.inderscience.com/link.php?id=142519
File-Format: text/html
File-Restriction: Open Access
Handle: RePEc:ids:ijsoma:v:49:y:2024:i:5:p:1-21

Template-Type: ReDIF-Article 1.0
Author-Name: Hardeep Chahal
Author-X-Name-First: Hardeep
Author-X-Name-Last: Chahal
Author-Name: Mahesh Gupta
Author-X-Name-First: Mahesh
Author-X-Name-Last: Gupta
Author-Name: Madhu Bala
Author-X-Name-First: Madhu
Author-X-Name-Last: Bala
Author-Name: T.C. Edwin Cheng
Author-X-Name-First: T.C. Edwin
Author-X-Name-Last: Cheng
Title: How operational capability affects hospital performance? Role of environmental turbulence
Abstract:
This study expands research on operational capability (OC)-performance in the hospital industry, which has yet to be explored in the operations management literature. It investigates how OC measures, namely efficiency, quality, delivery and flexibility, affect hospital performance (HP) in the presence of environment turbulence (ET). Using survey data from the US hospital industry, we employ hierarchical regression analysis to explore the interactive relationships among environmental turbulence (comprising technology, competition, and market dimensions) and OC strategies (comprising delivery, flexibility, quality, and efficiency), and their effects on performance. The findings highlight the combinatorial nature of environmental turbulence and OC strategies and their effects on performance. We find that flexibility and quality have positive impact on business performance in a non-turbulent environment, while ET moderates the OC efficiency-performance link.
Journal: Int. J. of Services and Operations Management
Pages: 221-248
Issue: 2
Volume: 49
Year: 2024
Keywords: operational capability; OC; environmental turbulence; performance; hierarchical regression analysis; hospital industry.
File-URL: http://www.inderscience.com/link.php?id=142012
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Handle: RePEc:ids:ijsoma:v:49:y:2024:i:2:p:221-248

Template-Type: ReDIF-Article 1.0
Author-Name: L.M. Pineda-Marín
Author-X-Name-First: L.M.
Author-X-Name-Last: Pineda-Marín
Author-Name: R.G. García-Cáceres
Author-X-Name-First: R.G.
Author-X-Name-Last: García-Cáceres
Author-Name: J.C. Barrero-Calixto
Author-X-Name-First: J.C.
Author-X-Name-Last: Barrero-Calixto
Title: Efficiency in accredited, high complexity hospitals of Bogota &#45; Colombia
Abstract:
The relative efficiency of a series of accredited, high complexity hospitals of the city of Bogota is assessed through data envelopment analysis. A set of hypotheses about the performance of each hospital are tested with respect to its efficiency references. The study proposes improvement strategies for tertiary and quaternary healthcare institutions. In such doing, they measure technical, pure technical and scale efficiencies. Additionally, the evolution of technical efficiency from 2015 to 2017 is studied using Window Analysis, which shows a group of outstanding institutions that provide a reference for the sector. The strong stability of the variables that determine the performance of the institutions does not facilitate significant changes in efficiency from year to year. This suggests the possibility to implement a series of reengineering and continuous improvement tactics for each hospital or clinic, all of which would support the strategic deployment presented in this work to improve the sector.
Journal: Int. J. of Services and Operations Management
Pages: 234-255
Issue: 2
Volume: 48
Year: 2024
Keywords: tactical supply chain planning; distribution centre planning; meta-heuristics; hybrid optimisation methods; Colombia.
File-URL: http://www.inderscience.com/link.php?id=138958
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Handle: RePEc:ids:ijsoma:v:48:y:2024:i:2:p:234-255

Template-Type: ReDIF-Article 1.0
Author-Name: Tatiana Gonzalez-Negrete
Author-X-Name-First: Tatiana
Author-X-Name-Last: Gonzalez-Negrete
Author-Name: Rafael Guillermo García-Cáceres
Author-X-Name-First: Rafael Guillermo
Author-X-Name-Last: García-Cáceres
Author-Name: John Wilmer Escobar-Velásquez
Author-X-Name-First: John Wilmer
Author-X-Name-Last: Escobar-Velásquez
Title: Optimal planning of oil palm fruit harvest
Abstract:
The present paper deals with operational planning in the upstream link of the oil palm supply chain. A MIP mathematical model is proposed in order to optimise fruit lifting and transportation activities within plantations, seeking to improve the coordination of human resources and available equipment. The proposed stochastic bi-objective model was optimally solved under the &lt;i&gt;&#949;&lt;/i&gt;-constraint solution procedure, with a good performance in terms of computation time.
Journal: Int. J. of Services and Operations Management
Pages: 311-340
Issue: 3
Volume: 49
Year: 2024
Keywords: operative planning of the supply chain; mathematical programming; oil palm; inbound logistics.
File-URL: http://www.inderscience.com/link.php?id=143060
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Handle: RePEc:ids:ijsoma:v:49:y:2024:i:3:p:311-340

Template-Type: ReDIF-Article 1.0
Author-Name: Cintia Nurliyana
Author-X-Name-First: Cintia
Author-X-Name-Last: Nurliyana
Author-Name: Yuliani Dwi Lestari
Author-X-Name-First: Yuliani Dwi
Author-X-Name-Last: Lestari
Title: A conceptual framework for location of electric vehicle charging station
Abstract:
Electric vehicles (EVs) are becoming a viable solution to solve of vehicular greenhouse gas emissions. Despite the benefits of EVs, some obstacles must be solved before they can be widely adopted. However, there are significant social, technical, and economic obstacles to widespread EV adoption, mainly about lacking charging infrastructure. The growth of EVs in the future will be followed by the increased number of public charging facilities. Therefore, assessing the suitable location of electric vehicle charging stations (EVCS) is an essential requirement improving the public acceptability of EV and support the implementation of EV. This research aims to create a conceptual framework for identifying optimal locations for the deployment of EVCS. In addition, understanding how to determine location of charging stations and what factors affect the selection can help stakeholders accurately identify cause and effect relationships to provide credible recommendations for both charging service providers and government decisions.
Journal: Int. J. of Services and Operations Management
Pages: 341-359
Issue: 3
Volume: 49
Year: 2024
Keywords: electric vehicle; location; charging station.
File-URL: http://www.inderscience.com/link.php?id=143061
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Handle: RePEc:ids:ijsoma:v:49:y:2024:i:3:p:341-359

Template-Type: ReDIF-Article 1.0
Author-Name: Sharanika Dhal
Author-X-Name-First: Sharanika
Author-X-Name-Last: Dhal
Author-Name: Snigdha Mohapatra
Author-X-Name-First: Snigdha
Author-X-Name-Last: Mohapatra
Title: Professional competencies and job performance: insights from the healthcare sector
Abstract:
The healthcare sector has been facing overwhelming demands in the recent times, owing to the pandemic situation. In this regard, the healthcare professionals are burdened with long shifts, stressful work environment, and endless expectations to deliver quality patient care. Accordingly, competency levels of the healthcare professionals, especially nursing staff, play a significant role to effectively tackle the high-pressure clinical environment. The present research examines the link between professional competencies, organisational culture, and job performance of nursing professionals in an emerging country context. Based on the empirical results, professional competencies and organisational culture positively enhance job performance of the nursing employees. These findings offer newer insights on this under-explored domain to facilitate conceptual development and policy formulation.
Journal: Int. J. of Services and Operations Management
Pages: 379-396
Issue: 3
Volume: 49
Year: 2024
Keywords: nursing; competencies; job performance; organisational culture.
File-URL: http://www.inderscience.com/link.php?id=143062
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Handle: RePEc:ids:ijsoma:v:49:y:2024:i:3:p:379-396

Template-Type: ReDIF-Article 1.0
Author-Name: Surendra Singh
Author-X-Name-First: Surendra
Author-X-Name-Last: Singh
Author-Name: Tanuj Kumar
Author-X-Name-First: Tanuj
Author-X-Name-Last: Kumar
Title: An EOQ model based on intuitionistic fuzzy and cloudy intuitionistic fuzzy demand rate
Abstract:
This article described a classical EOQ inventory model under intuitionistic fuzzy and cloudy intuitionistic fuzzy demand rates. It is generally assumed that the uncertainty of the parameters of an inventory model is constant over time, but in reality, the uncertainty tends to decrease over time as the business of company grows in market. This study looks up the cloudy intuitionistic fuzzy number to address such type of uncertainty. At first glance, we formulate a crisp EOQ inventory model and then it is fuzzified to archiving decisions under the intuitionistic fuzzy as well as the cloudy intuitionistic fuzzy demand rate. Further, to solve an intuitionistic and cloudy intuitionistic fuzzy models, we develop two new defuzzification formulas based on Yager's indexing method and De and Beg's index method, respectively. Finally, a comparative analysis between the crisp, intuitionistic fuzzy and cloudy intuitionistic fuzzy models for the optimal values of average inventory cost, inventory level and cycle length is illustrated with the help of numerical example. The article is finally concluded with scope for possible future work.
Journal: Int. J. of Services and Operations Management
Pages: 360-378
Issue: 3
Volume: 49
Year: 2024
Keywords: EOQ model; triangular intuitionistic fuzzy numbers; cloudy intuitionistic fuzzy number; total average inventory cost; defuzzification; degree of fuzziness.
File-URL: http://www.inderscience.com/link.php?id=143063
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Handle: RePEc:ids:ijsoma:v:49:y:2024:i:3:p:360-378

Template-Type: ReDIF-Article 1.0
Author-Name: Akuthota Sankar Rao
Author-X-Name-First: Akuthota Sankar
Author-X-Name-Last: Rao
Author-Name: Damodar Suar
Author-X-Name-First: Damodar
Author-X-Name-Last: Suar
Author-Name: Bimal Kishore Sahoo
Author-X-Name-First: Bimal Kishore
Author-X-Name-Last: Sahoo
Title: Three decades of service recovery research: a bibliometric review
Abstract:
The goal of this research is to provide a bibliometric summary of the key trends in service recovery (SR) from 1990 to 2020. Between 1990 and 2020, the study employed the Scopus database including bibliometric metrics to reflect bibliographic data, such as the total number of publications as well as citations. The paper uses the VOSviewer to map journals, keywords, as well as institutions using bibliographic coupling and co-citation evaluation, resulting in a graphical display of the bibliographic information. Findings suggest that the most productive country is the USA, and the most productive journals are service-related. Using a co-citation analysis of the past literature, three major areas pertaining to theoretical developments, the emergence of SR, and the role of frontline employees for service recovery are identified. This study is useful to understand service failure and subsequent recovery such as papers related to scientific productivity thereby adding novelty to the research.
Journal: Int. J. of Services and Operations Management
Pages: 289-310
Issue: 3
Volume: 49
Year: 2024
Keywords: service recovery; bibliometric review; three decades; co-citation; scientific productivity.
File-URL: http://www.inderscience.com/link.php?id=143064
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Handle: RePEc:ids:ijsoma:v:49:y:2024:i:3:p:289-310

Template-Type: ReDIF-Article 1.0
Author-Name: Paulo Sergio Altman Ferreira
Author-X-Name-First: Paulo Sergio Altman
Author-X-Name-Last: Ferreira
Title: Process automation in a clinical laboratory of a Brazilian general hospital: co-creating value within the supply chain
Abstract:
The objective of this work is to advance a model that explains the process of automation in the search for co-creating value within a healthcare supply chain. Automation is a collaborative effort where client organisations are key actors for the improvement of their processes. On the other hand, to integrate technology into these processes, suppliers need to access and develop the knowledge base and capabilities of organisational customers. According to these understandings, suppliers and client organisations assume value co-creating relationships. The present research applies the case study approach in a clinical laboratory of a general hospital. The research presents as a result that difficulties in process automation reflect divergent perspectives of value. These complications permeate networked interactions. The developed model proposes that value co-creation in process automation can be achieved when players explore and perform activities of a) reviewing daily practices; b) developing network value; and c) manage change.
Journal: Int. J. of Services and Operations Management
Pages: 397-410
Issue: 3
Volume: 49
Year: 2024
Keywords: process automation; technology integration; healthcare; value co-creation; supply chain.
File-URL: http://www.inderscience.com/link.php?id=143065
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Handle: RePEc:ids:ijsoma:v:49:y:2024:i:3:p:397-410

Template-Type: ReDIF-Article 1.0
Author-Name: Rabih Monzer Firaoui
Author-X-Name-First: Rabih Monzer
Author-X-Name-Last: Firaoui
Author-Name: Sharfuddin Ahmed Khan
Author-X-Name-First: Sharfuddin Ahmed
Author-X-Name-Last: Khan
Author-Name: Shahriar Tanvir Alam
Author-X-Name-First: Shahriar Tanvir
Author-X-Name-Last: Alam
Author-Name: Jehad Basem Abu Shamleh
Author-X-Name-First: Jehad Basem Abu
Author-X-Name-Last: Shamleh
Author-Name: Bilal Marzouki
Author-X-Name-First: Bilal
Author-X-Name-Last: Marzouki
Author-Name: Ibrahim Emad Elabed
Author-X-Name-First: Ibrahim Emad
Author-X-Name-Last: Elabed
Title: A simulation-based study to evaluate and improve university parking space
Abstract:
Parking is a key part of any transportation program. University is facing the problem of not being able to fulfil the demand of the parking lots to meet the students' needs. Based on the statistics, in a certain university, the number of engineering students is variable over the past five years and mostly is in increasing, while the number of parking spaces at engineering college men's parking has been stable over these five years. In this study, the current situation in the engineering college men's parking conditions of that university has been analysed and evaluated using simulation. This study has implemented a discrete event simulation model and data collection techniques to help in rational decision-making to figure out what might be the best solution for the parking lots. Verification and validation for the acquired model have also been conducted.
Journal: Int. J. of Services and Operations Management
Pages: 265-288
Issue: 3
Volume: 49
Year: 2024
Keywords: simulation; university parking evaluation; university parking improvement.
File-URL: http://www.inderscience.com/link.php?id=143066
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Handle: RePEc:ids:ijsoma:v:49:y:2024:i:3:p:265-288

Template-Type: ReDIF-Article 1.0
Author-Name:  Archana
Author-X-Name-First: 
Author-X-Name-Last: Archana
Title: Fuzzy cognitive map-based modelling for smart grid implementation in India
Abstract:
Though the benefits of modernising the conventional grid to the smart grid are numerous, its implementation is still at a slow pace due to several constraints and uncertainties. The diverse peripheral effects of smart grid development result in either social/government support or resistance, which turns into a crucial element affecting its successful implementation. In this work, fuzzy cognitive map (FCM) modelling approach is presented to analyse the associated issues in the development and the application of smart grid technology. To identify the concepts for FCM modelling, a hybrid approach was used where information was extracted from experts' opinions and questionnaire survey various scenarios were developed to analyse the impact of driver concepts on receiver concepts. For this purpose, mental modeller software has been used to design FCM models. The developed FCM framework will undoubtedly draw policy recommendations concerning the deployment of innovative technology to enhance energy efficiency and reliability.
Journal: Int. J. of Services and Operations Management
Pages: 305-333
Issue: 3
Volume: 48
Year: 2024
Keywords: smart grid; sustainability; fuzzy cognitive mapping; FCM; renewable energy; India.
File-URL: http://www.inderscience.com/link.php?id=139239
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Handle: RePEc:ids:ijsoma:v:48:y:2024:i:3:p:305-333

Template-Type: ReDIF-Article 1.0
Author-Name: Lucas Conde Stocco
Author-X-Name-First: Lucas Conde
Author-X-Name-Last: Stocco
Author-Name: Luciana Oranges Cezarino
Author-X-Name-First: Luciana Oranges
Author-X-Name-Last: Cezarino
Author-Name: Lara Bartocci Liboni
Author-X-Name-First: Lara Bartocci
Author-X-Name-Last: Liboni
Author-Name: Flavio Pinheiro Martins
Author-X-Name-First: Flavio Pinheiro
Author-X-Name-Last: Martins
Title: Wholesale and sustainable supply chain: bridging gaps through digitalisation
Abstract:
This paper aims to identify digital technologies unfolding to drive wholesale distributors' business into a more circular dynamic. We propose a Circular distribution 4.0 framework relating digital technologies and the circular economy. Semi-structured interviews were carried out with wholesale distributors agents in Brazil, sector-level reports were evaluated through document analysis to complement to foster the discussion. Content analysis was performed based on the data obtained, allowing a systemic analysis of the situation experienced by these wholesalers and their role in the supply chain. In a systemic approach, the proposed framework describes latent connections integrating stakeholders and its management process as an open system, considering their externality among the supply chain. This study contributes to the sustainable supply chain management (SSCM) research field by presenting the possibilities of action that stakeholders should take to achieve greater efficiency in sustainable operations.
Journal: Int. J. of Services and Operations Management
Pages: 334-352
Issue: 3
Volume: 48
Year: 2024
Keywords: Distribution 4.0; circular economy; sustainable supply chain management; SSCM; closed-loop supply chain; systems approach.
File-URL: http://www.inderscience.com/link.php?id=139240
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Handle: RePEc:ids:ijsoma:v:48:y:2024:i:3:p:334-352

Template-Type: ReDIF-Article 1.0
Author-Name: G. Ayyappan
Author-X-Name-First: G.
Author-X-Name-Last: Ayyappan
Author-Name: K. Thilagavathy
Author-X-Name-First: K.
Author-X-Name-Last: Thilagavathy
Title: Analysis of MAP/PH<SUB align="right"><SMALL>1</SMALL></SUB>, PH<SUB align="right"><SMALL>2</SMALL></SUB>/2 queueing system with two types of heterogeneous servers, standby server, instantaneous feedback, working vacation, multiple vacations, breakdown, phase type repairs and impatient behaviour of customers
Abstract:
In this article, we discuss two distinct types of heterogeneous servers, one of which is available at all times to provide service to arriving customers while the other is offering service in normal as well as vacation mode. Customers arrive based on the Markovian arrival process (MAP), and the service is distributed according to the phase-type (PH) distribution. While the main server-1 is providing service to the customers, if the main server-1 experiences a breakdown during service moments, the standby server will interrupt the main server-1 and begin providing service at a slower rate than the main server-1's service rate. The matrix-analytic method has been utilised to determine the average number of customers present in the system that was examined under steady-state probability vector. We examined the analysis of the system's busy period and the distribution of waiting time. Numerical and graphical results are presented to our model.
Journal: Int. J. of Services and Operations Management
Pages: 353-394
Issue: 3
Volume: 48
Year: 2024
Keywords: PH-distribution; Markovian arrival process; MAP; impatient behaviour; standby server; multiple vacations; working vacation.
File-URL: http://www.inderscience.com/link.php?id=139241
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Handle: RePEc:ids:ijsoma:v:48:y:2024:i:3:p:353-394

Template-Type: ReDIF-Article 1.0
Author-Name:  Vikash
Author-X-Name-First: 
Author-X-Name-Last: Vikash
Author-Name: Neeraj Kaushik
Author-X-Name-First: Neeraj
Author-X-Name-Last: Kaushik
Title: Service failure management system: evidence from the Indian hospitality industry
Abstract:
In the service sector, failures are inevitable, no matter how prompt and best services an organisation delivers to their customers. The hospitality industry is the fastest growing industry in the world. Therefore, it is necessary to provide satisfactory services to satisfy customer's demands. Service recovery is the set of activities an organisation takes in response to a service failure. It is making things better after something has gone wrong with the consumer's experience. Services recovery focuses on avoiding service failure in organisations and building up customer relationships. The study was based on primary data, and data were collected from the hotel customers. The present study was undertaken to determine the factors that attribute to service failures in the hospitality industry. Factor analysis suggests five factors that the customers find as reasons for service failure. They are enlisted as basic amenities, procedural flaws, inefficient services, frustration, and no local knowledge. Finally, the future actions of the customer are taken into account, such as whether they return or recommend it to other people. Theoretical and managerial implications were provided in the interpretation part.
Journal: Int. J. of Services and Operations Management
Pages: 395-408
Issue: 3
Volume: 48
Year: 2024
Keywords: service failure; service recovery; hospitality industry; customers; hotels.
File-URL: http://www.inderscience.com/link.php?id=139245
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Handle: RePEc:ids:ijsoma:v:48:y:2024:i:3:p:395-408

Template-Type: ReDIF-Article 1.0
Author-Name: Jignesh Bhatt
Author-X-Name-First: Jignesh
Author-X-Name-Last: Bhatt
Author-Name: Prakashkumar Patel
Author-X-Name-First: Prakashkumar
Author-X-Name-Last: Patel
Author-Name: Hardik Bhadeshiya
Author-X-Name-First: Hardik
Author-X-Name-Last: Bhadeshiya
Author-Name: Baxiskumar Patel
Author-X-Name-First: Baxiskumar
Author-X-Name-Last: Patel
Title: An eloquent study of government v/s self-aided higher education institutions during COVID-19 revisiting SERVQUAL model
Abstract:
The sudden outbreak of COVID-19 worldwide at the end of March 2020 has forced almost all academic institutions, including higher education institutions, to resort to an online mode of education, which directly affected the quality of education. The present research investigates online education performance in government v/s self-aided higher education institutes during the COVID-19 outbreak by applying the SERVQUAL model. The data from the students at various universities were collected through an online survey method. The Mann-Whitney U, Wilcoxon W, and Z tests were applied across the gender in government and self-aided educational institutions. It has been found that most of the students were highly satisfied with the online mode of education. The tested hypothesised model fits poorly on the sample data, and some modifications are required to use the same in future.
Journal: Int. J. of Services and Operations Management
Pages: 409-423
Issue: 3
Volume: 48
Year: 2024
Keywords: COVID-19; higher education institutions; online education; service quality; SERVQUAL.
File-URL: http://www.inderscience.com/link.php?id=139246
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Handle: RePEc:ids:ijsoma:v:48:y:2024:i:3:p:409-423

Template-Type: ReDIF-Article 1.0
Author-Name: Ernest Yaw Tweneboah-Koduah
Author-X-Name-First: Ernest Yaw
Author-X-Name-Last: Tweneboah-Koduah
Author-Name: Raphael Odoom
Author-X-Name-First: Raphael
Author-X-Name-Last: Odoom
Author-Name: Matilda Adams
Author-X-Name-First: Matilda
Author-X-Name-Last: Adams
Author-Name: Alexander Annane-McCarthy
Author-X-Name-First: Alexander
Author-X-Name-Last: Annane-McCarthy
Title: Patient engagement and customer loyalty: the role of value co-creation in healthcare service delivery
Abstract:
Recent marketing frameworks suggest that patients are important resources for co-creating health value together with healthcare service providers. As a result, patient engagement in healthcare service delivery is being encouraged as it has been found to improve doctor-patient relationships and satisfaction, medical status as well as psychological well-being. This research thus aims to investigate the influence patient cognitive engagement dimensions (i.e., process enjoyment and self-efficacy) have on value co-creation behaviours. The study also tests the mediating effect of value co-creation on the relationships between process enjoyment and customer loyalty, as well, as self-efficacy and customer loyalty in the Ghanaian healthcare sector. Using a convenience sampling approach, survey data was drawn from 393 outpatients from Korle-Bu Teaching Hospital and the Accra Regional (Ridge) Hospital in Accra, Ghana. Structural equation modelling using Smart PLS (v.3.2.3) was used to analyse the collected data. The findings revealed that value co-creation behaviours are influenced by both process enjoyment and self-efficacy. Additionally, the study revealed that value co-creation fully mediates the relationships between process enjoyment and customer loyalty as well as self-efficacy and customer loyalty. Implications of these findings are discussed.
Journal: Int. J. of Services and Operations Management
Pages: 424-444
Issue: 3
Volume: 48
Year: 2024
Keywords: customer loyalty; patient cognitive engagement; self-efficacy; process enjoyment; value co-creation.
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Handle: RePEc:ids:ijsoma:v:48:y:2024:i:3:p:424-444