Template-Type: ReDIF-Article 1.0 Author-Name: Alan D. Smith Author-X-Name-First: Alan D. Author-X-Name-Last: Smith Author-Name: Stanko Racic Author-X-Name-First: Stanko Author-X-Name-Last: Racic Title: Global financial services and its related technology usage Abstract: A major global study was undertaken that included 20 markets and over 22,000 online interviews. The survey results were initially reported in percentages, which were used as a basis for analysis. The basic finding was that on average 1 in 3 digitally active consumers use two or more FinTech services. That is significant enough to suggest that such technology has reached early mass adoption. A common assumption is that FinTech firms struggle to translate innovation and great customer experience into meaningful numbers. The initial findings reflect considerable consumer appetite for new and innovative financial service products that take advantage of new consumer technologies, such as mobile and cloud. Journal: Int. J. of Services and Operations Management Pages: 1-22 Issue: 1 Volume: 50 Year: 2025 Keywords: developing economies; emerging financial markets; EY FinTech adoption index; 2017; financial inclusion; financial technology and usage; FinTech; technology adoption. File-URL: http://www.inderscience.com/link.php?id=144183 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:50:y:2025:i:1:p:1-22 Template-Type: ReDIF-Article 1.0 Author-Name: Navin Mathew Author-X-Name-First: Navin Author-X-Name-Last: Mathew Author-Name: G. Varaprasad Author-X-Name-First: G. Author-X-Name-Last: Varaprasad Title: Psychological factors influencing the adoption of three-wheeler electric vehicles: a study on users in India Abstract: Emissions from internal combustion engine vehicles are one of the significant contributors to the increased air pollution. Studies indicate that EV is one of the possible practical implications for reducing air pollution. Out of all segments, the three-wheeler is one of the most widely used because of its public transport usage. Even though electric three-wheelers (e-rickshaws) are available in the market, customers refrain from buying them. This study aims to investigate and analyse the psychological factors impacting the adoption of e-rickshaw in Patna, India. The partial least square-structural equation modelling (PLS-SEM) technique was used to analyse the data. Awareness of EVs and environmental concerns are found to be the most influential factors affecting the adoption of EVs with the help of importance-performance map analysis (IPMA). The results obtained from this study can be used by government agencies and vehicle manufacturers to make policies for faster adoption of three-wheeler EVs. Journal: Int. J. of Services and Operations Management Pages: 53-75 Issue: 1 Volume: 50 Year: 2025 Keywords: three-wheeler EV; adoption; PLS-SEM; awareness of EV; environmental concern. File-URL: http://www.inderscience.com/link.php?id=144184 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:50:y:2025:i:1:p:53-75 Template-Type: ReDIF-Article 1.0 Author-Name: Poliana Carneiro Gomes Author-X-Name-First: Poliana Carneiro Author-X-Name-Last: Gomes Author-Name: Julia Carvalho Fernandes de Oliveira Author-X-Name-First: Julia Carvalho Fernandes de Author-X-Name-Last: Oliveira Author-Name: Kleber José Tenório Tavares Author-X-Name-First: Kleber José Tenório Author-X-Name-Last: Tavares Author-Name: Fagner José Coutinho de Melo Author-X-Name-First: Fagner José Coutinho de Author-X-Name-Last: Melo Author-Name: Djalma Silva Guimaraes Junior Author-X-Name-First: Djalma Silva Guimaraes Author-X-Name-Last: Junior Title: Industry 4.0 maturity model: an assessment in manufacturing enterprises Abstract: This paper aims to identify the level of digital transformation of industries, based on their degree of Industry 4.0 maturity and whether they contribute to the country's innovative environment or need to be boosted to reach a degree of expected maturity. The selected methodology was applied research, with an exploratory/descriptive, quantitative, and survey, using an online questionnaire. The maturity assessment used to analyse the industries was Acatech Industry 4.0 maturity index. The survey was applied with five industries located in Pernambuco/Brazil. The overall Industry 4.0 maturity of the studied companies was calculated as 2.49, which is still in the digitisation phase, below the minimum value to be considered mature/maturing in the scope of Industry 4.0. Besides, the studies reveal that it is important to prioritise investments in principles of Industry 4.0 and to create an innovation area in the industries that there are not yet. Journal: Int. J. of Services and Operations Management Pages: 23-52 Issue: 1 Volume: 50 Year: 2025 Keywords: smart factory; Industry 4.0; Industry 4.0 maturity model; technology 4.0; Industry 4.0 principles. File-URL: http://www.inderscience.com/link.php?id=144185 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:50:y:2025:i:1:p:23-52 Template-Type: ReDIF-Article 1.0 Author-Name: Gaurav Kumar Badhotiya Author-X-Name-First: Gaurav Kumar Author-X-Name-Last: Badhotiya Author-Name: Leena Sachdeva Author-X-Name-First: Leena Author-X-Name-Last: Sachdeva Author-Name: Gunjan Soni Author-X-Name-First: Gunjan Author-X-Name-Last: Soni Title: Supply chain in the wake of COVID-19 - a bibliometric and content analysis Abstract: The COVID-19 pandemic has immensely impacted the global supply chain. Although many research articles have been published in this field since 2020, the literature is still fragmented. Recognising this gap, this study provides a comprehensive analysis of literature published on COVID-19 and global supply chain management. The two-tier bibliometric and content analysis is performed to identify the key research themes and future research directions. A set of 273 articles published in the Scopus database during 2019 and 2021 (Q3) were considered for analysis. Further content analysis of co-citation analysis emphasises three research themes namely supply chain disruption, supply chain resilience, and control and mitigation strategies of COVID-19 outbreak. The findings highlighted that COVID-19 disruption can be minimised by information sharing, use of digital technology, and reconfiguration of supply chain. The outcome of this study led to the identification and analysis of the strategies, methodologies, and emerging focus areas for discussion. Journal: Int. J. of Services and Operations Management Pages: 123-148 Issue: 1 Volume: 50 Year: 2025 Keywords: COVID-19; supply chain; bibliometric analysis; content analysis. File-URL: http://www.inderscience.com/link.php?id=144186 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:50:y:2025:i:1:p:123-148 Template-Type: ReDIF-Article 1.0 Author-Name: Mohsen Seify Author-X-Name-First: Mohsen Author-X-Name-Last: Seify Author-Name: Ali Sanayei Author-X-Name-First: Ali Author-X-Name-Last: Sanayei Author-Name: Seyed Fathollah Amiri Aghdaie Author-X-Name-First: Seyed Fathollah Amiri Author-X-Name-Last: Aghdaie Author-Name: Majid Mohammad Shafiee Author-X-Name-First: Majid Mohammad Author-X-Name-Last: Shafiee Author-Name: Daryoosh Mohamadi Zanjirani Author-X-Name-First: Daryoosh Mohamadi Author-X-Name-Last: Zanjirani Title: The impact of e-insurance on profitability: the mediating role of competitive advantage and agility Abstract: This paper aims to investigate the impact of e-insurance on profitability, with the mediating role of agility and competitive advantage in the insurance industry, which has rarely been investigated in the previous literature. The study sample was 320 managers and experts of insurance companies in Iran. Structural equation modelling with the partial least square approach (SEM-PLS) was adopted for analysing the data. The results indicate that e-insurance has a positive and significant effect on profitability through agility and competitive advantage. Moreover, a positive and significant relationship between agility and competitive advantage was confirmed. This study provides insurance practitioners and managers with new insights to implementing e-insurance to gain agility, competitive advantage, and profitability. Journal: Int. J. of Services and Operations Management Pages: 99-122 Issue: 1 Volume: 50 Year: 2025 Keywords: e-insurance; profitability; agility; competitive advantage; insurance industry. File-URL: http://www.inderscience.com/link.php?id=144187 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:50:y:2025:i:1:p:99-122 Template-Type: ReDIF-Article 1.0 Author-Name: Malihe Lahmi Author-X-Name-First: Malihe Author-X-Name-Last: Lahmi Author-Name: Arash Nemati Author-X-Name-First: Arash Author-X-Name-Last: Nemati Author-Name: Abdul Sattar Safaei Author-X-Name-First: Abdul Sattar Author-X-Name-Last: Safaei Title: Redesigning human vaccines supply chain network post-COVID-19 pandemic: a case study of Iran Abstract: The emergency need for vaccination during the COVID-19 pandemic has reminded the significance of having an efficient vaccine supply chain network. The fact that the COVID-19 vaccine (C19V) is a newly added member of the vaccine basket highlights the importance of redesigning the current vaccine supply chains, particularly in countries with some existing vaccine manufacturers. In addition, the economic and social drawbacks of the COVID-19 pandemic have led to the vagueness of some factors, such as birth rate and childhood vaccine demand. Hence, this paper proposes a fuzzy multi-period mixed-integer mathematical model to modify the current vaccine supply chain to deal with new challenges after the COVID-19 pandemic. The proposed model is solved using the CPLEX solver in a case study from Iran. Results show that Iran needs four new vaccine manufacturers and eight distribution centres to handle the vaccine transmission between factories and all customers in the new vaccine supply chain network. Journal: Int. J. of Services and Operations Management Pages: 76-98 Issue: 1 Volume: 50 Year: 2025 Keywords: COVID-19 pandemic effects; COVID-19 vaccine; optimality grade; location-allocation-inventory problem; redesigning supply chain network; uncertain demand; vaccine supply chain; vague vaccine waste rate. File-URL: http://www.inderscience.com/link.php?id=144188 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:50:y:2025:i:1:p:76-98 Template-Type: ReDIF-Article 1.0 Author-Name: Yuhainis Mohd Yusoff Author-X-Name-First: Yuhainis Mohd Author-X-Name-Last: Yusoff Title: Exploring the moderating role of environmental uncertainty on the relationship between supply chain management and supply chain performance Abstract: The aim of this paper is to see how environmental uncertainty effects the relationship between supply chain management and supply chain performance. Questionnaires were used to collect data. Finding shows that the overall environmental uncertainties is not significant to supply chain performance. Only supplier's uncertainties have the moderating impact to supply chain performance. The findings also show a concrete prediction model that explains the supply chain management's mediation influence on supply chain performance. As a result, the study goals that focus on the environment and supply chain performance and the direct link between supply chain orientation and SCM as a mediator are met. This findings contributes to the understanding of the environmental uncertainties impact on supply chain performance in the local automotive industry in Malaysia. Future research is suggested to explore this framework into other industries in Malaysia. Journal: Int. J. of Services and Operations Management Pages: 149-169 Issue: 2 Volume: 50 Year: 2025 Keywords: supply chain performance; SCP; supply chain orientation; SCO; supply chain management; SCM; environmental uncertainty; automotive industry. File-URL: http://www.inderscience.com/link.php?id=144478 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:50:y:2025:i:2:p:149-169 Template-Type: ReDIF-Article 1.0 Author-Name: S. Rao K.P. Abhishek Author-X-Name-First: S. Rao K.P. Author-X-Name-Last: Abhishek Author-Name: Pai P. Yogesh Author-X-Name-First: Pai P. Author-X-Name-Last: Yogesh Author-Name: Lakshminarayanan Sethumadhavan Author-X-Name-First: Lakshminarayanan Author-X-Name-Last: Sethumadhavan Author-Name: Prabhu K.P. Nandana Author-X-Name-First: Prabhu K.P. Author-X-Name-Last: Nandana Title: When 'more' is not 'enough' in restaurants: do the challenge demands and service recovery performance compel a negative influence of the service recovery system on customer justice perceptions? Abstract: This paper examines the service recovery system's influence on restaurant customer justice perceptions. Besides, this paper explores the mediating pathways of the service recovery system-customer justice perceptions relationship. This research has used the time-lagged two-wave research design and the multi-source method for the data collection on the study's constructs, i.e., service recovery system, challenge demands, service recovery performance and customer justice perceptions. This study has tested a model of the service recovery system-customer justice perceptions relationship by drawing a sample of 1,085 customers and 168 managers of 31 Indian restaurants. The study's results show that the service recovery system influences customer justice perceptions positively. Besides, the study also reveals that challenge demands and service recovery performance negatively mediate the relationship between the service recovery system-customer justice. The study's findings indicate that 'more' is insufficient for service recovery. Journal: Int. J. of Services and Operations Management Pages: 170-196 Issue: 2 Volume: 50 Year: 2025 Keywords: service recovery system; challenge demands; service recovery performance; customer justice perceptions. File-URL: http://www.inderscience.com/link.php?id=144479 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:50:y:2025:i:2:p:170-196 Template-Type: ReDIF-Article 1.0 Author-Name: P.M. Unnikrishnan Author-X-Name-First: P.M. Author-X-Name-Last: Unnikrishnan Author-Name: Jyoti Tikoria Author-X-Name-First: Jyoti Author-X-Name-Last: Tikoria Author-Name: Arun Kumar Agariya Author-X-Name-First: Arun Kumar Author-X-Name-Last: Agariya Title: Development and validation of business excellence framework for Indian service MSMEs Abstract: In today's highly dynamic business environment, excellence is the key to the success of any business. Business excellence is the consolidation of excellence in products, services, work culture, management, and leadership. Business excellence models are crucial in promoting and assisting organisations in achieving enhanced performance. Achieving business excellence is important for micro, small and medium enterprises (MSMEs), as the MSME sector contributes significantly to a country's economic growth and prosperity. This study aims to understand the current status of business excellence implementation in Indian service MSMEs for developing a simple business excellence framework specifically for Indian service MSMEs. This study suggests a unique business excellence framework for service MSMEs by identifying the success factors of business excellence from the perspective of service MSMEs. The proposed business excellence framework is a simple hands-on model which service MSMEs can seamlessly implement in their organisations and reaps the benefits in a short period. Journal: Int. J. of Services and Operations Management Pages: 219-245 Issue: 2 Volume: 50 Year: 2025 Keywords: business excellence; service excellence; performance enhancement; micro; small and medium enterprises; MSME; success factors. File-URL: http://www.inderscience.com/link.php?id=144480 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:50:y:2025:i:2:p:219-245 Template-Type: ReDIF-Article 1.0 Author-Name: Ashwarya Kapoor Author-X-Name-First: Ashwarya Author-X-Name-Last: Kapoor Author-Name: Rajiv Sindwani Author-X-Name-First: Rajiv Author-X-Name-Last: Sindwani Author-Name: Manisha Goel Author-X-Name-First: Manisha Author-X-Name-Last: Goel Title: Assessing mobile wallet service quality using analytic hierarchy process and fuzzy evaluation method Abstract: The aim of the current study is to determine the overall mobile wallet service quality (MSQ) score using a hybrid approach. Five service quality dimensions and their indicators relevant in context of mobile wallet (m-wallet) were identified through extensive review of literature. Then, a two phased integrated methodology was applied to evaluate MSQ. In the first phase, analytic hierarchy process (AHP) was utilised to prioritise the identified MSQ dimensions and indicators. In the second phase, fuzzy evaluation method (FEM) has been utilised to determine overall service quality score of a m-wallet service provider. The overall score was calculated as 56.31, which is 'good' in status. The present study is among the pioneer studies to assess service quality in context of m-wallet using hybrid AHP-FEM approach. The outcome of this research will assist m-wallet service providers in identifying their current service quality level and help them to enhance the service quality. Journal: Int. J. of Services and Operations Management Pages: 246-266 Issue: 2 Volume: 50 Year: 2025 Keywords: mobile wallet service quality; analytic hierarchy process; AHP; fuzzy evaluation method; FEM; prioritisation; service quality score. File-URL: http://www.inderscience.com/link.php?id=144481 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:50:y:2025:i:2:p:246-266 Template-Type: ReDIF-Article 1.0 Author-Name: Xiaonan Zhang Author-X-Name-First: Xiaonan Author-X-Name-Last: Zhang Author-Name: Yi Qu Author-X-Name-First: Yi Author-X-Name-Last: Qu Author-Name: Xiubin Gu Author-X-Name-First: Xiubin Author-X-Name-Last: Gu Title: Pricing strategies of carbon emission allowances in the blockchain technology era Abstract: The price of carbon emission allowance directly affects the enthusiasm of market entities to participate in carbon trading, and the application of blockchain will affect the carbon emission allowance price. In this study, the pricing model of carbon emission allowance is constructed and the pricing strategies of carbon emission allowance in the common carbon trading platform (CCTP) and blockchain carbon trading platform (BCTP) are discussed. The results show that emission reduction enterprises and speculators need to dynamically adjust their pricing strategies according to the purchaser preference, historical transaction price, the amount of platform's supervision and service, commission rate and competitors' strategies to ensure their own income maximisation. The deployment of blockchain on the platform can improve the supervision and service, and enable carbon trading to form the optimal transaction price under the free competition of the market. This research provides inspiration for participants of carbon trading system. Journal: Int. J. of Services and Operations Management Pages: 197-218 Issue: 2 Volume: 50 Year: 2025 Keywords: carbon emission allowance; carbon trading; price strategy; platform's supervision and service; blockchain application. File-URL: http://www.inderscience.com/link.php?id=144482 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:50:y:2025:i:2:p:197-218 Template-Type: ReDIF-Article 1.0 Author-Name: Byung-Hak Leem Author-X-Name-First: Byung-Hak Author-X-Name-Last: Leem Title: Exploring the impact of educational services quality on student satisfaction Abstract: This study is to examine the influence of quality attributes of educational services on student satisfaction. Seven attributes, including the major curriculum, liberal arts curriculum, extracurricular programs, conference and interaction, administrative services, information systems, and e-class, were considered as quality attributes of education services. The study analysed 6,726 survey responses collected from 1-30 May 2020. Logistic regression analysis and a ROC curve were employed to assess the relationship between the variables. The results showed that the major curriculum was the most impactful attribute on student satisfaction, followed by liberal arts curriculum, administrative services, information systems, and extracurricular programs. This study expands the understanding of the impact of educational service quality on student satisfaction and suggests a ranking to maximise student satisfaction. Journal: Int. J. of Services and Operations Management Pages: 267-286 Issue: 2 Volume: 50 Year: 2025 Keywords: education service quality; student satisfaction; logit model. File-URL: http://www.inderscience.com/link.php?id=144483 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:50:y:2025:i:2:p:267-286 Template-Type: ReDIF-Article 1.0 Author-Name: Nayara Cardoso de Medeiros Author-X-Name-First: Nayara Cardoso de Author-X-Name-Last: Medeiros Author-Name: Moacir Godinho Filho Author-X-Name-First: Moacir Godinho Author-X-Name-Last: Filho Author-Name: Mario Henrique Bueno Moreira Callefi Author-X-Name-First: Mario Henrique Bueno Moreira Author-X-Name-Last: Callefi Author-Name: Gilberto Miller Devós Ganga Author-X-Name-First: Gilberto Miller Devós Author-X-Name-Last: Ganga Title: Employee involvement practices in lean manufacturing: a multi-method approach Abstract: This research aims to identify the primary practices that drive employee involvement efforts in lean manufacturing. We adopted a multi-method study methodology based on two methodological phases. First, we identified a preliminary listing of practices by conducting a systematic literature review (SLR). Second, this list has been validated by seven experts. The main result is a list of 15 employee involvement practices in lean manufacturing. Considering the characteristics of these practices, they were classified into three categories: motivation practices, human resource management (HRM) practices, and operational practices. The most referenced practices in the literature are those connected to motivational elements, namely group decision-making; education programs, training, and personal development; promoting empowerment and autonomy to employees; and management support. The results of this study can aid managers who want to establish programs for improving employee involvement in lean systems to build a more collaborative environment. Journal: Int. J. of Services and Operations Management Pages: 330-351 Issue: 3 Volume: 50 Year: 2025 Keywords: employee involvement; lean manufacturing; lean implementation; systematic literature review; SLR; human resource management; HRM. File-URL: http://www.inderscience.com/link.php?id=144754 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:50:y:2025:i:3:p:330-351 Template-Type: ReDIF-Article 1.0 Author-Name: Manish Mohan Baral Author-X-Name-First: Manish Mohan Author-X-Name-Last: Baral Author-Name: Rita Roy Author-X-Name-First: Rita Author-X-Name-Last: Roy Author-Name: Subhodeep Mukherjee Author-X-Name-First: Subhodeep Author-X-Name-Last: Mukherjee Author-Name: Venkataiah Chittipaka Author-X-Name-First: Venkataiah Author-X-Name-Last: Chittipaka Title: Validating the relationship of information technology in the service supply chain: a developing country perspective Abstract: Information technology (IT) in the service supply chain (SSC) plays an important role in achieving competitive advantages. IT helps service firms to grow their business more and more. The objective of this study is to create and validate the relationship of IT with its process capabilities and SSC. A relationship with IT management and demand management (DM), customer relationship management (CRM), supplier relationship management (SRM), service performance management, capacity and resource management, order process management (OPM) process, and service SC. Thirteen hypotheses were proposed for the study, out of which ten were accepted. The data are collected using the questionnaire method from the leading service firms in the country. Journal: Int. J. of Services and Operations Management Pages: 305-329 Issue: 3 Volume: 50 Year: 2025 Keywords: information technology; service supply chain; SSC; service firms; competitive advantages; questionnaire. File-URL: http://www.inderscience.com/link.php?id=144756 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:50:y:2025:i:3:p:305-329 Template-Type: ReDIF-Article 1.0 Author-Name: Gia Minh Dao Author-X-Name-First: Gia Minh Author-X-Name-Last: Dao Author-Name: Nhat Khang Nguyen Author-X-Name-First: Nhat Khang Author-X-Name-Last: Nguyen Author-Name: Thanh Bao Le Author-X-Name-First: Thanh Bao Author-X-Name-Last: Le Author-Name: Song Thanh Quynh Le Author-X-Name-First: Song Thanh Quynh Author-X-Name-Last: Le Title: Exploring the impact of e-commerce on mobile phone customer behaviour based on data mining techniques Abstract: Nowadays, the internet and its associated technologies have created a low-cost and efficient means for businesses to build an electronic sales channel such as e-commerce. Despite the expeditious development of this approach, the contributions of e-commerce towards the mobile phone market are not efficiently utilised. Therefore, this study aims to investigate the behaviour of mobile phone customers in the e-commerce market and cluster the prioritised segments. First, we conduct a short review of literature among the 28 related researches to determine the appropriate factors and techniques. Then, the meaningful factors are adjusted into corresponding items for the questionnaire. Eventually, the data gathered from 339 undergraduate students in Vietnam National University, Ho Chi Minh City are analysed by k-means clustering and attached meaningful representation for the four cluster groups. Overall, the study applies cluster analysis in both mobile phone and e-commerce markets, then interprets four distinct customer groups with managerial implications. Journal: Int. J. of Services and Operations Management Pages: 352-373 Issue: 3 Volume: 50 Year: 2025 Keywords: data mining; mobile phone market; e-commerce; internet shopping; market segmentation; cluster analysis; k-means; customer relationship management; customer segmentation; segmentation analysis. File-URL: http://www.inderscience.com/link.php?id=144758 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:50:y:2025:i:3:p:352-373 Template-Type: ReDIF-Article 1.0 Author-Name: Padmasai Arora Author-X-Name-First: Padmasai Author-X-Name-Last: Arora Author-Name: Hitesh Arora Author-X-Name-First: Hitesh Author-X-Name-Last: Arora Title: Inception, growth and efficiency of small finance banks in India: an empirical study Abstract: This study traces the origin and operations of small finance banks (SFBs) in India. Using input-oriented data envelopment analysis, efficiency scores are computed for 2017-2018 to 2019-2020. These are regressed on four bank-specific variables to examine their impact on efficiency scores. Results show that small finance banks are operating at extremely low efficiency levels. Regression analysis shows a significant and negative influence of cost of funds on efficiency. The high cost of funds puts the SFBs at a competitive disadvantage. Also, increase in size of SFBs is an important source of inefficiency. Reserve Bank of India's initiative to set up these differentiated banks for greater financial inclusion shall prove futile if their efficiency is not improved on an urgent basis. Journal: Int. J. of Services and Operations Management Pages: 287-304 Issue: 3 Volume: 50 Year: 2025 Keywords: small finance banks; SFBs; India; efficiency; banking; data envelopment analysis; DEA. File-URL: http://www.inderscience.com/link.php?id=144759 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:50:y:2025:i:3:p:287-304 Template-Type: ReDIF-Article 1.0 Author-Name: P. Leslie Dass Author-X-Name-First: P. Leslie Author-X-Name-Last: Dass Author-Name: Sreerengan V.R. Nair Author-X-Name-First: Sreerengan V.R. Author-X-Name-Last: Nair Title: The influence of sustainability risk management on supply chain sustainability and profitability of medical technology firms Abstract: The primary objective of this study is to determine how sustainability spending can help build sustainable supply chains. This study also assesses the sustainability of five firms with respect to four dimensions; profitability, sustainability spending, risk rating, and sustainability risk management. Data was collected through unstructured interviews with biotechnology and medical technology industry personnel. Key sustainability risk factors that created a ripple effect along the supply chain were identified. The supply chain surplus and risk management strategies were evaluated. Technique for order of preference by similarity to ideal solution (TOPSIS) was used to rank the firms on their sustainability and risk management practices. The critical sustainability risks identified are inventory management, logistics/transportation, waste management, energy consumption, supplier sustainability, material handling, and plant or facility management. Findings reveal that firms investing in sustainability risk management face better prospects of developing supply chain sustainability and profitability. Journal: Int. J. of Services and Operations Management Pages: 389-413 Issue: 3 Volume: 50 Year: 2025 Keywords: sustainability; risk management; supply chain; environment; social; economic; environmental, social, and governance; ESG; SCRM; supply chain profitability; supply chain surplus; sustainability spending. File-URL: http://www.inderscience.com/link.php?id=144760 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:50:y:2025:i:3:p:389-413 Template-Type: ReDIF-Article 1.0 Author-Name: Abdallah Bader Alzoubi Author-X-Name-First: Abdallah Bader Author-X-Name-Last: Alzoubi Author-Name: Hashem Alshurafat Author-X-Name-First: Hashem Author-X-Name-Last: Alshurafat Author-Name: Firas Dahmash Author-X-Name-First: Firas Author-X-Name-Last: Dahmash Title: Work overload, toxic leadership and internal auditors' turnover intention: evidence from Jordan Abstract: This article attempts to investigate the impact of work overload and toxic leadership on turnover intention of Jordanian internal auditors. Internal auditors employed by Jordanian insurance companies provided a sample of 97 self-administered questionnaires for the study. Using the PLS 3 program's path analysis technique, the model that examined the impacts of work overload and toxic leadership on turnover intention was tested. The study's findings showed a strong and positive association between work overload, toxic leadership, and turnover intentions. The report makes suggestions for ways that businesses may use to reduce the onset of toxic behaviours and assess the workload of internal auditors. This study offers proof of the effects of work overload and toxic leadership on internal auditors' turnover intentions in a growing economy. Journal: Int. J. of Services and Operations Management Pages: 374-388 Issue: 3 Volume: 50 Year: 2025 Keywords: work overload; toxic leadership; turnover intention; social exchange theory; internal auditors; Jordan. File-URL: http://www.inderscience.com/link.php?id=144762 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:50:y:2025:i:3:p:374-388 Template-Type: ReDIF-Article 1.0 Author-Name: Elia Oey Author-X-Name-First: Elia Author-X-Name-Last: Oey Author-Name: Andre Dharma Saputra Author-X-Name-First: Andre Dharma Author-X-Name-Last: Saputra Author-Name: Alexander Yoga Pratama Author-X-Name-First: Alexander Yoga Author-X-Name-Last: Pratama Author-Name: Hanijanto Soewandi Author-X-Name-First: Hanijanto Author-X-Name-Last: Soewandi Title: Post-COVID-19 situational analysis assessment of the food and beverage sector using Rasch and PAM clustering techniques Abstract: The COVID-19 pandemic forced business owners to re-think how to manage and protect their business in the new normal. The food and beverage (F&B) sector was one of the areas, which rebounded first in the post-pandemic era and adapted by managing their operational challenges and different consumer requirements. This research tried to identify challenges faced by the food and beverage sector in Greater Jakarta through an open questionnaire to business owners and grouped them into 20 key challenges. The key challenges were then quantified through a closed questionnaire to 315 F&B stakeholders and analysed using a Rasch model. With the Rasch model, the key challenges (KC) were then grouped into fighting KC (five KC), efficient KC (five KC) and advantage KC (ten KC). For each group, clustering was done using the partitioning around medoids (PAM) approach to give situational analysis/insights of the F&B sector in Greater Jakarta area. Journal: Int. J. of Services and Operations Management Pages: 436-464 Issue: 4 Volume: 50 Year: 2025 Keywords: food and beverage; F%B; PAM; Rasch. File-URL: http://www.inderscience.com/link.php?id=145537 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:50:y:2025:i:4:p:436-464 Template-Type: ReDIF-Article 1.0 Author-Name: Pius Asumadu-Basoah Author-X-Name-First: Pius Author-X-Name-Last: Asumadu-Basoah Author-Name: Kyeame Ghansah Author-X-Name-First: Kyeame Author-X-Name-Last: Ghansah Title: Assessing the effect of land administration reforms on service delivery by the Lands Commission of Ghana Abstract: Land service delivery in Ghana remains problematic, often characterised by delays, poor records management, rent-seeking behaviours, political interference, unreliable information, uncertainties and insecurity of land rights; a situation that eventually undermines national development and investment in the real estate market. The regulator has been operating in an environment beset with costs and delays in service delivery. This suggests the need to develop reform interventions through re-engineering of business processes and calls for organisational citizenship behaviour. The current study examines how internal and external reforms impact on services provided by the Lands Commission (LC) and the moderating role of commitment and motivation on service delivery. The results of the regression found a significant positive relationship between internal and external reforms and service delivery. The study argues that, commitment moderated both the positive relationship between internal reforms, external reforms and service delivery. Motivation also affects the relationship between external reforms and service delivery. Journal: Int. J. of Services and Operations Management Pages: 488-506 Issue: 4 Volume: 50 Year: 2025 Keywords: land administration reforms; service delivery; motivation; commitment. File-URL: http://www.inderscience.com/link.php?id=145538 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:50:y:2025:i:4:p:488-506 Template-Type: ReDIF-Article 1.0 Author-Name: Chieh-Chih Hou Author-X-Name-First: Chieh-Chih Author-X-Name-Last: Hou Author-Name: Ja-Shen Chen Author-X-Name-First: Ja-Shen Author-X-Name-Last: Chen Author-Name: Bo-Jyun Chen Author-X-Name-First: Bo-Jyun Author-X-Name-Last: Chen Title: A study on the effect of open innovation activities on digital transformation capability and firm performance: evidence from Taiwanese SMEs Abstract: This study focuses on whether external knowledge inflow activities under open innovation, including financial knowledge acquisition, non-financial knowledge exploration, and strategic alliances, have a positive impact on firms' execution of digital transformation (DX) and whether firms' execution of DX contributes to firm performance. In addition, we assess whether the knowledge absorption capability of enterprises interferes with their DX capability. In this study, we collected 472 valid samples from Taiwanese small and medium-sized enterprises (SMEs), and we conducted data analysis using SPSS 25.0 and SmartPLS3. The results show that all three types of external knowledge inflow activities have a positive impact on DX implementation, DX can effectively improve the performance of enterprises, and different interference effects occur based on different knowledge inflow activities. Journal: Int. J. of Services and Operations Management Pages: 465-487 Issue: 4 Volume: 50 Year: 2025 Keywords: open innovation activities; digital transformation; absorptive capacity; firm performance. File-URL: http://www.inderscience.com/link.php?id=145539 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:50:y:2025:i:4:p:465-487 Template-Type: ReDIF-Article 1.0 Author-Name: Praveen Kumar Pandey Author-X-Name-First: Praveen Kumar Author-X-Name-Last: Pandey Author-Name: Amandeep Dhaliwal Author-X-Name-First: Amandeep Author-X-Name-Last: Dhaliwal Title: Impact of perceived value of services and buzz marketing on the relationship between service quality and customer satisfaction: a meta-analysis Abstract: This study examined the relationships between service quality (SQ), perceived value (PV), buzz marketing, and customer satisfaction (CS) in the Delhi and NCR regions. The results showed that all four variables are positively related. SQ dimensions such as tangibles, responsiveness, assurance, and empathy positively impacted PV, while reliability had no significant effect. Both PV and buzz marketing had a positive influence on CS. Also, they had a positive and significant moderating effect on the relationship between SQ and CS. These findings suggest that companies in the Delhi and NCR regions can improve CS by focusing on SQ and PV and generating positive buzz about their products and services. Future research could explore the impact of these variables on post-purchase behaviour and the role of customer demographic characteristics on PV. Longitudinal data could also provide more insights into the relationships between these variables. Journal: Int. J. of Services and Operations Management Pages: 415-435 Issue: 4 Volume: 50 Year: 2025 Keywords: services; service quality; perceived value; customer satisfaction; profitability; marketing; buzz; word-of-mouth; WOM. File-URL: http://www.inderscience.com/link.php?id=145540 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:50:y:2025:i:4:p:415-435 Template-Type: ReDIF-Article 1.0 Author-Name: Felipe Cerchiareto Pereira Author-X-Name-First: Felipe Cerchiareto Author-X-Name-Last: Pereira Author-Name: Ualison Rébula de Oliveira Author-X-Name-First: Ualison Rébula de Author-X-Name-Last: Oliveira Author-Name: Sérgio Nogueira Fiuza Author-X-Name-First: Sérgio Nogueira Author-X-Name-Last: Fiuza Author-Name: Vicente Aprigliano Fernandes Author-X-Name-First: Vicente Aprigliano Author-X-Name-Last: Fernandes Title: Zero defect philosophy and 8D method applied to improve technical documentation of oil and gas segment suppliers Abstract: The present research has the general objective of developing a systematic procedure for reducing non-conformities in technical documentation from suppliers, allowing them to continuously improve their processes. Methodologically, the research was mostly supported by action research in a company in the oil and gas sector and its main suppliers. The conceptual basis of this research was supported by the philosophy 'Zero Defects' and the 'method of the eight disciplines - 8D' for problem-solving. As a result, a procedure was obtained that considers the union between these two methods (Zero Defects philosophy and the 8D method). In economic terms, the use of this procedure in the target company of this study generated a cost reduction of more than R$350,000.00 in two years of application. This result is due to the gains obtained by reducing costs related to documental non-conformities. Journal: Int. J. of Services and Operations Management Pages: 507-533 Issue: 4 Volume: 50 Year: 2025 Keywords: technical documentation; providers; Zero Defects; 8D method. File-URL: http://www.inderscience.com/link.php?id=145541 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:50:y:2025:i:4:p:507-533 Template-Type: ReDIF-Article 1.0 Author-Name: Salihu Liman Mairafi Author-X-Name-First: Salihu Liman Author-X-Name-Last: Mairafi Author-Name: Sallahuddin Hassan Author-X-Name-First: Sallahuddin Author-X-Name-Last: Hassan Author-Name: Shamsul Bahrain Mohamed-Arshad Author-X-Name-First: Shamsul Bahrain Author-X-Name-Last: Mohamed-Arshad Title: Liquidity and bank risk-taking in the MENA region Abstract: This paper examines the effect of liquidity on bank risk-taking in the MENA region during the period 2005-2017. Using a fixed effects model with panel-corrected standard error, we found that funding liquidity, liquidity risk, and bank activities significantly influence the banks' risk-taking behaviour. However, the effect varies with risk-taking proxies and the size of banks. While the results for funding liquidity and risk-taking using the standard deviation of return on asset revealed insignificant, using the z-score, the results revealed a significant effect. Nonetheless, both the results for liquidity risk and bank activities are significant. This result entails that liquidity and bank risk-taking behaviour differ with countries' peculiarities. Thus, liquidity regulation should be implemented with the consideration of other region and their peculiarities. Furthermore, this study provides additional insight from a region with distinct peculiarities and challenges with liquidity management tools using additional risk-taking proxies and alternative methods of analysis. Journal: Int. J. of Services and Operations Management Pages: 534-555 Issue: 4 Volume: 50 Year: 2025 Keywords: risk-taking; liquidity; MENA region. File-URL: http://www.inderscience.com/link.php?id=145542 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:50:y:2025:i:4:p:534-555 Template-Type: ReDIF-Article 1.0 Author-Name: Mehdi Abdollahi Kamran Author-X-Name-First: Mehdi Abdollahi Author-X-Name-Last: Kamran Author-Name: Samira Afsharfar Author-X-Name-First: Samira Author-X-Name-Last: Afsharfar Author-Name: Samar Al Fori Author-X-Name-First: Samar Al Author-X-Name-Last: Fori Author-Name: Reza Babazadeh Author-X-Name-First: Reza Author-X-Name-Last: Babazadeh Author-Name: Marya Al Balushi Author-X-Name-First: Marya Al Author-X-Name-Last: Balushi Title: Supplier selection in oil and gas industry Abstract: Supplier selection decision as a strategic decision level impacts on overall success of organisations. This fact is highlighted in the oil and gas industry. To choose the best suppliers for the O&G industry, this research presents the three multi-criteria decision-making (MCDM) techniques: analytic hierarchy process (AHP), stepwise weight assessment ratio analysis (SWARA), and Technique for Order Preference by Similarity to Ideal Solution (TOPSIS). In the first phase, we delved into the literature of O&G industry to extract the most important and significant factors affecting supplier selection decisions. Then, the three MCDM methodologies are used to optimise supplier selection decisions through conducting a real case study in Oman. The study concludes by proposing some efficient managerial implications through the achieved results. Journal: Int. J. of Services and Operations Management Pages: 1-27 Issue: 5 Volume: 50 Year: 2025 Keywords: multi-criteria decision-making; MCDM techniques; oil and gas industry; supplier selection; analytic hierarchy process; AHP; SWARA; TOPSIS.‎. File-URL: http://www.inderscience.com/link.php?id=145843 File-Format: text/html File-Restriction: Open Access Handle: RePEc:ids:ijsoma:v:50:y:2025:i:5:p:1-27 Template-Type: ReDIF-Article 1.0 Author-Name: Muneeb Ul Hassan Author-X-Name-First: Muneeb Ul Author-X-Name-Last: Hassan Author-Name: Minhaj Ikram Author-X-Name-First: Minhaj Author-X-Name-Last: Ikram Author-Name: Javaria Ismail Author-X-Name-First: Javaria Author-X-Name-Last: Ismail Author-Name: Waqar Ahmed Author-X-Name-First: Waqar Author-X-Name-Last: Ahmed Title: The effect of worker's impression of executing green supply chain management network on hotels performance: perspective of developing country Abstract: Hotels play an essential role in facilitating tourists and foreign visitors in any country. The purpose of this study is to explore green supply chain management practices in the hotel industry and their relationship with economic performance. This is explanatory research, and a survey methodology is used for this study. The data is collected from the management of the hotel industry in Pakistan. Partial least square-structural equation modelling (PLS-SEM) is used for hypothesis testing. The study's findings reveal that environmental legislation and green purchasing have statistical significance but have a negative impact. While environmentally friendly activity, economic performance, and green marketing practices were found to have a significant and positive relationship. Pakistan is one of the most vulnerable countries that can be impacted by environmental degradation. This study is one of the few studies on the Pakistani hotel industry from the management perspective, which may help them to sustain its growth. Journal: Int. J. of Services and Operations Management Pages: 20-38 Issue: 1 Volume: 51 Year: 2025 Keywords: GSCM practices; environmental legislation; economic performance; green purchasing; green marketing practices; GMPs; hotels industry. File-URL: http://www.inderscience.com/link.php?id=146177 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:51:y:2025:i:1:p:20-38 Template-Type: ReDIF-Article 1.0 Author-Name: Smita Panda Author-X-Name-First: Smita Author-X-Name-Last: Panda Author-Name: A. Vasumathi Author-X-Name-First: A. Author-X-Name-Last: Vasumathi Title: Entrepreneurial intention on students' academic performance through institutional culture and personality traits - a review Abstract: This article is a conceptual review of the association between entrepreneurial intentions and student academic performance. The existing literature examines the influence of entrepreneurial intentions on students' academic performance and how personality and institutional culture shape these intentions. The article focuses on a gap in the existing studies by exploring the influence of entrepreneurial intentions on students' academic performance. This topic has yet to be extensively studied in the context of entrepreneurial intention. This article's objective is to expand the interpretation of the link between entrepreneurial aspirations and academic performance, specifically in entrepreneurship intention. The findings of this article recommend that students' entrepreneurial intentions can significantly impact their academic performance. The article also highlights the role of personality and institutional culture in shaping these intentions. By better understanding the factors influencing students' entrepreneurial intentions and academic achievement, policymakers can develop effective strategies to support and encourage entrepreneurship among students. Journal: Int. J. of Services and Operations Management Pages: 82-103 Issue: 1 Volume: 51 Year: 2025 Keywords: entrepreneurship; entrepreneurial intentions; institutional culture; personality traits; student academic performance. File-URL: http://www.inderscience.com/link.php?id=146178 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:51:y:2025:i:1:p:82-103 Template-Type: ReDIF-Article 1.0 Author-Name: Arezoo Azarshab Author-X-Name-First: Arezoo Author-X-Name-Last: Azarshab Author-Name: Soroush Avakh Darestani Author-X-Name-First: Soroush Avakh Author-X-Name-Last: Darestani Author-Name: Rana Imannezhad Author-X-Name-First: Rana Author-X-Name-Last: Imannezhad Author-Name: Eyob Mulat-weldemeskel Author-X-Name-First: Eyob Author-X-Name-Last: Mulat-weldemeskel Title: A performance measurement model in risk environment: a decision-making framework Abstract: Organisations' success in today's competitive world relies on their performance evaluations. In this regard, this paper presents a method for evaluating service organisations considering the performance cost indices. The objectives of the research are to determine important performance evaluation indicators using risk consideration based-balanced scorecard, and to determine the causal relationships of balanced scorecard perspectives that include financial, customer, internal processes, learning and growth, risk using the DEMATEL method. Then final ranking of alternatives was according to V = 0 to V = 1 using VIKOR method. Also, the risk perspective is introduced as a separate perspective on the balanced scorecard. The research case study is the Water Research Institute under the Ministry of Energy and the results show that the highest weight was related to the financial perspective based on the analysis conducted between different perspectives. Also, the risk perspective is the most influential and the financial perspective is the most influenced perspective. Furthermore, the increasing return on assets with more appropriate use of existing equipment and space has the highest weight among the indices. Finally, different ratings are achieved for the studied institutions for different values in terms of mean distance and maximum distance. Journal: Int. J. of Services and Operations Management Pages: 1-19 Issue: 1 Volume: 51 Year: 2025 Keywords: performance measurement; performance costing; balanced scorecard; multiple criteria decision-making; fuzzy. File-URL: http://www.inderscience.com/link.php?id=146179 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:51:y:2025:i:1:p:1-19 Template-Type: ReDIF-Article 1.0 Author-Name: Oswald Atiga Author-X-Name-First: Oswald Author-X-Name-Last: Atiga Author-Name: Bright Junior Tanzubil Author-X-Name-First: Bright Junior Author-X-Name-Last: Tanzubil Title: Exploring the internal supply chain management practices of tertiary institutions in Ghana: evidence from Bolgatanga Technical University Abstract: This study explored the educational supply chain management of the Bolgatanga Technical University (BTU) as an effective internal management tool for public tertiary institutions in Ghana. A descriptive research design was applied in this study. A simple random sampling method was used to select 203 second-and third-year students from the Schools of Business, Applied Sciences and Arts and Engineering from whom the primary data was obtained. An interviewer-administered questionnaire was used to collect the data which was entered into version 7.4 of the Census and Survey Processing System (CSPro) software and subsequently exported into Stata 14.2. Factor analysis was used to identify the underlying dimensions that explained the correlational factors. The study revealed that internal supply chain management factors such as sporting and recreational activities, classroom setting, alumnae activities, student interaction with faculty members, examination, academic facilities and source of admission information significantly influenced internal supply chain management practices. Journal: Int. J. of Services and Operations Management Pages: 120-137 Issue: 1 Volume: 51 Year: 2025 Keywords: supply chain management; SCM; internal supply chain management factors; internal supply chain; supply chain framework; Bolgatanga Technical University; BTU; education; Ghana. File-URL: http://www.inderscience.com/link.php?id=146180 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:51:y:2025:i:1:p:120-137 Template-Type: ReDIF-Article 1.0 Author-Name: Batara Parada Siahaan Author-X-Name-First: Batara Parada Author-X-Name-Last: Siahaan Author-Name: Togar Mangihut Simatupang Author-X-Name-First: Togar Mangihut Author-X-Name-Last: Simatupang Author-Name: Liane Okdinawati Author-X-Name-First: Liane Author-X-Name-Last: Okdinawati Author-Name: Michael Binsar Tua Sinaga Author-X-Name-First: Michael Binsar Tua Author-X-Name-Last: Sinaga Author-Name: Kevin Yoyada Tambunan Author-X-Name-First: Kevin Yoyada Author-X-Name-Last: Tambunan Author-Name: Arijona Purba Author-X-Name-First: Arijona Author-X-Name-Last: Purba Title: Optimising truck service logistics with an intelligence-based spatial movement information system: a usability review and QFD approach Abstract: This paper provides a thorough description of the design and implementation of an intelligent system for tracking truck unit movement at NHT, a North Sumatra-based truck logistics and transportation company. This study employs the quality function deployment (QFD) technique in order to achieve its primary purpose. The QFD method was used to examine the company's operational management requirements, which were then translated into a design for an intelligent information system. In addition, this study assesses the usability of the system prototype developed using the waterfall approach in order to determine its end-user friendliness. The results of the system usability testing suggested that the design satisfied the organisation's present requirements. This research is anticipated to add to the expanding body of literature on the application of intelligent systems in logistics and transportation management. In addition, the study's practical implications are applicable to practitioners in the logistics and transportation industries who wish to increase the efficiency and effectiveness of their operations through the use of intelligent information systems. Journal: Int. J. of Services and Operations Management Pages: 57-81 Issue: 1 Volume: 51 Year: 2025 Keywords: truck service logistics; business information intelligence; performance dashboard; system usability; spatial movement; quality function development; waterfall; software engineering. File-URL: http://www.inderscience.com/link.php?id=146181 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:51:y:2025:i:1:p:57-81 Template-Type: ReDIF-Article 1.0 Author-Name: Gunja Kumari Sah Author-X-Name-First: Gunja Kumari Author-X-Name-Last: Sah Title: The effects of internet banking service quality on customer satisfaction in Nepal Abstract: The research aims to examine the effect of internet banking service quality dimensions and moderating factors on consumer satisfaction. A commercial bank's 300 internet banking customers were surveyed using questionnaire by convenient sampling. However, 219 were responses returned, 24 were discarded, and 195 were determined to be authentic for analysis by SPSS and AMOS 20. The factors' reliability and validity determined by exploratory and confirmatory factor analysis. Independent sample t-test and ANOVA were used to examine the moderating effect. It was found that website design and ease of use significantly, but security and privacy had an insignificant effect on customer satisfaction. Ease of use and website design was high, but privacy and security were low influential dimensions. Gender and occupation were significant except age and education were insignificant difference with customer satisfaction. This research model increases facts to maintain internet banking quality in developing countries. Journal: Int. J. of Services and Operations Management Pages: 39-56 Issue: 1 Volume: 51 Year: 2025 Keywords: AMOS 20; customer satisfaction; ease of use; privacy; security; website design. File-URL: http://www.inderscience.com/link.php?id=146183 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:51:y:2025:i:1:p:39-56 Template-Type: ReDIF-Article 1.0 Author-Name: Tu Van Binh Author-X-Name-First: Tu Van Author-X-Name-Last: Binh Title: Behaviour of outpatient and inpatient toward health payment: the case of Mekong Delta (Vietnam) Abstract: Based on the survey of Vietnam Household Living Standards Survey (VHLSS) in 2018 and 2020, quantitative models are employed and derive that the usage of health insurance is significantly associated with out-of-pocket expenses charged for each visit to outpatient and inpatient services. People with voluntary insurance spend less on medical or hospital costs than people without health insurance. In addition, out-of-pocket expense of outpatient would increase by using inpatient services, but the opposite problem is not found. Overall, health insurance benefits by reducing the large out-of-pocket expenses of the poor people in the Mekong Delta. However, income is elastic with respect to out-of-pocket payments. People have higher incomes, they tend to use faster, more costly diagnostic services and also more expensive foreign drugs. The finding is a good reference for policymakers who should think of the improvement in the poor's health insurance with favourable insurance ranges. Journal: Int. J. of Services and Operations Management Pages: 104-119 Issue: 1 Volume: 51 Year: 2025 Keywords: health insurance; out-of-pocket expenses; Vietnamese healthcare system; Mekong Delta; Vietnam. File-URL: http://www.inderscience.com/link.php?id=146189 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:51:y:2025:i:1:p:104-119 Template-Type: ReDIF-Article 1.0 Author-Name: Arun Kumar Biswal Author-X-Name-First: Arun Kumar Author-X-Name-Last: Biswal Title: A predictive model for cash or in-kind transfer in welfare scheme: implications for Indian public distribution system Abstract: This study identifies the key socio-economic factors that influence the choice of <i>in-kind</i> and/or <i>cash transfer mechanism</i> used in welfare schemes. We collect secondary data with respect to the identified indicators for different countries and the respective welfare methods they use. Through logistic regression, we investigate the relationship between these dependent and independent variables to establish a predictive model and then validate it through K-Fold Cross-Validation. Our analysis shows that food production index, global hunger index and literacy rate are significant factors those decide whether a country should use in-kind food transfer or cash transfer. This study is a unique attempt to establish a logistic regression model between the independent socio-economic factors of a country and the food-security mechanism they use. Food security is a global issue and the findings from this research could be used to recommend a suitable transfer method in developing countries. Journal: Int. J. of Services and Operations Management Pages: 139-158 Issue: 2 Volume: 51 Year: 2025 Keywords: food security; developing countries; food policy; public distribution system; PDS; direct benefit transfer. File-URL: http://www.inderscience.com/link.php?id=146898 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:51:y:2025:i:2:p:139-158 Template-Type: ReDIF-Article 1.0 Author-Name: Brundaban Panda Author-X-Name-First: Brundaban Author-X-Name-Last: Panda Author-Name: Rinki Mishra Author-X-Name-First: Rinki Author-X-Name-Last: Mishra Title: Comparative analysis of CSR initiatives and service delivery in selected PSUs of India Abstract: The concept of 'corporate social responsibility' has advanced into a significant portion of business interaction. Globalisation seems to have delivered contests among organisations to act as per worldwide exchange practices. In today's environment, numerous public organisations donate a percentage of their profits to the environment as well as social growth. The government's shifting regulations, as well as reports, have always had an impact on CSR in India. The topic of this research study is the status of significant firms in Odisha in terms of corporate social responsibility business operations and service delivery. The goal of this study is to see how CSR and related services are integrated into the corporate structure of the PSUs under consideration. The regulations made by PSUs in relation to social sustainable development as well as environmental challenges are also discussed in this research article. Journal: Int. J. of Services and Operations Management Pages: 159-171 Issue: 2 Volume: 51 Year: 2025 Keywords: corporate social responsibility; CSR; service delivery; public sector undertakings; PSUs; drivers; sustainable development; India. File-URL: http://www.inderscience.com/link.php?id=146899 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:51:y:2025:i:2:p:159-171 Template-Type: ReDIF-Article 1.0 Author-Name: A. Vasumathi Author-X-Name-First: A. Author-X-Name-Last: Vasumathi Author-Name: K. Ganesan Author-X-Name-First: K. Author-X-Name-Last: Ganesan Author-Name: P. Prasad Babu Author-X-Name-First: P. Prasad Author-X-Name-Last: Babu Author-Name: Smita Panda Author-X-Name-First: Smita Author-X-Name-Last: Panda Title: Beyond the surface: understanding how workplace bullying affects women's performance via emotional exhaustion and psychological well-being Abstract: This review focuses on workplace bullying that affects women's performance at work. This review investigates how workplace bullying affects women's performance, considering the role of a mediator of emotional exhaustion and psychological well-being. This review revealed consistent associations between workplace bullying and increased emotional exhaustion in women. Emotional exhaustion negatively impacted job performance, including reduced productivity, engagement, and job satisfaction. Higher levels of psychological well-being buffer the negative impact of emotional exhaustion on job performance among women. These findings highlight the complex interplay between workplace bullying, emotional exhaustion, psychological well-being, and job performance in women. Employers and organisations should prioritise preventing and managing workplace bullying while promoting psychological well-being among female employees through supportive programs and policies. This review provides valuable insights for researchers, practitioners, and policymakers interested in understanding and addressing the impacts of workplace bullying on women's performance through psychological well-being and emotional exhaustion. Journal: Int. J. of Services and Operations Management Pages: 190-220 Issue: 2 Volume: 51 Year: 2025 Keywords: workplace bullying; psychological well-being; emotional exhaustion; performance. File-URL: http://www.inderscience.com/link.php?id=146900 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:51:y:2025:i:2:p:190-220 Template-Type: ReDIF-Article 1.0 Author-Name: Navin Mathew Author-X-Name-First: Navin Author-X-Name-Last: Mathew Author-Name: G. Varaprasad Author-X-Name-First: G. Author-X-Name-Last: Varaprasad Title: Superimposition of adoption model on the hierarchy of needs – a case of four-wheeler electric vehicles in India Abstract: The zero tailpipe emissions in electric vehicles (EVs) make them environment-friendly compared to internal combustion engine vehicles. The four-wheeler EV segment is considered to be very crucial as the Indian car market is the third largest in the world. Despite the presence of four-wheeler EVs in the market, customers still show buying resistance. This study aims to identify the factors influencing the adoption of four-wheeler EVs and also proposes a consumer hierarchy of needs for four-wheeler EVs. The proposed model is an improvised version of Maslow's hierarchy of needs, with respect to EVs. Partial least square-structural equation modelling (PLS-SEM) is used to analyse the model. The findings reveal that 'belonging and love need' is the most significant factor, followed by transcendence. This study can help manufacturers, marketers and government bodies to make better strategies to identify and satisfy the consumer's needs, thus leading to a higher adoption rate. Journal: Int. J. of Services and Operations Management Pages: 221-240 Issue: 2 Volume: 51 Year: 2025 Keywords: adoption; purchase intention; four-wheeler EV; partial least square-structural equation modelling; PLS-SEM; Maslow's hierarchy of needs; India. File-URL: http://www.inderscience.com/link.php?id=146901 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:51:y:2025:i:2:p:221-240 Template-Type: ReDIF-Article 1.0 Author-Name: Mohammad Bany Baker Author-X-Name-First: Mohammad Bany Author-X-Name-Last: Baker Author-Name: Mohammad Almuiet Author-X-Name-First: Mohammad Author-X-Name-Last: Almuiet Author-Name: Qotadeh Saber Aljawazneh Author-X-Name-First: Qotadeh Saber Author-X-Name-Last: Aljawazneh Author-Name: Ahmad Mtair Alhawamleh Author-X-Name-First: Ahmad Mtair Author-X-Name-Last: Alhawamleh Author-Name: Zaid Jaradat Author-X-Name-First: Zaid Author-X-Name-Last: Jaradat Title: Exploring the impact of organisational and human factors on cybersecurity behaviour in Jordanian banks: a structural equation modelling approach Abstract: Cybersecurity has garnered a great deal of attention as a critical issue in information technology, with its importance spanning various areas of national security and the global trading system. This study takes a closer look at the usage of cybersecurity in Jordan's banking sector, providing a comprehensive understanding of the factors that influence attention towards its usage and examining their impact on actual cybersecurity behaviour. By utilising PLS-SEM approach with a research sample of Jordanian banks, this study identifies several key factors that positively impact attention towards using cybersecurity, including awareness, organisational technological readiness, organisational security culture, and self-efficacy. These findings underscore the importance of increasing awareness and investing in organisational technological readiness and security culture to enhance cybersecurity behaviour in the banking sector and beyond. In addition, offering valuable insights for policymakers, researchers, and practitioners in enhancing cybersecurity practices and promoting the security and stability of the financial system. Journal: Int. J. of Services and Operations Management Pages: 241-262 Issue: 2 Volume: 51 Year: 2025 Keywords: cybersecurity; organisational-human factors; actual behaviour. File-URL: http://www.inderscience.com/link.php?id=146902 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:51:y:2025:i:2:p:241-262 Template-Type: ReDIF-Article 1.0 Author-Name: Nhat Quang Nguyen Author-X-Name-First: Nhat Quang Author-X-Name-Last: Nguyen Author-Name: Duc Duy Nguyen Author-X-Name-First: Duc Duy Author-X-Name-Last: Nguyen Author-Name: Van Hoang Nguyen Author-X-Name-First: Van Hoang Author-X-Name-Last: Nguyen Author-Name: Ngoc-Hien Do Author-X-Name-First: Ngoc-Hien Author-X-Name-Last: Do Title: The designing of warehouse management information system: a case study in helmet company Abstract: This study aims to improve the efficiency and effectiveness of warehousing activities and remove manual handling by designing and developing a warehouse management information system. Our methodology is based on the waterfall model with six steps: analysis, system design, implementation, integration, operation and maintenance. The system was formulated as Excel add-in, then developed as software using Python for front-end, JavaScript for backend, SQL for the database and Figma for the user interface. The system's efficiency is illustrated using a practical case study from a helmet company in Vietnam. The results show that the system satisfies the stakeholder's demand and improves warehousing activities such as long-life saving data in the system, real-time tracking, automatic updating, removing 100% input errors caused by human factors, reducing 90% time of report generating, and so on. Journal: Int. J. of Services and Operations Management Pages: 172-189 Issue: 2 Volume: 51 Year: 2025 Keywords: warehouse management system; WMS; system design; helmet industry; digital transformation; management information system; barcode. File-URL: http://www.inderscience.com/link.php?id=146904 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:51:y:2025:i:2:p:172-189 Template-Type: ReDIF-Article 1.0 Author-Name: Mariam Ibrahim Author-X-Name-First: Mariam Author-X-Name-Last: Ibrahim Title: The success of BPR through KMP for workers in production operations Abstract: Highlighting the role of the knowledge management process (KMP) as a critical factor for successful business process reengineering (BPR). It supports the theory that knowledge management (KM) can provide the dynamism needed to motivate successful BPR and reduce the failure rate and its sources. The purpose of this article is to draw attention to a very important issue in knowledge acquisition (KA), knowledge creation (KC), knowledge storage (KSt), knowledge sharing (KSh), and knowledge application (KP) throughout an organisation. It reflects the need not only to store a specific type of knowledge, but also different types of knowledge. Where the workers with specialisation and interest in the production processes in the productive factories were identified, and 78 employees were identified to conduct the statistical analysis using the SPSS programme. Where it was found that the implementation of KMP in BPR leads to better results and builds support for long-term success in designing business systems and processes. Knowledge remains a competitive and intangible resource in contemporary organisations today. Most KM initiatives aim to take advantage of knowledge to achieve sustainable corporate performance. Journal: Int. J. of Services and Operations Management Pages: 358-381 Issue: 3 Volume: 51 Year: 2025 Keywords: business process reengineering; BPR; knowledge management process; KMP; knowledge acquisition; KA; knowledge creation; KC; knowledge storage; KSt; knowledge sharing; KSh; knowledge application; KP. File-URL: http://www.inderscience.com/link.php?id=147008 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:51:y:2025:i:3:p:358-381 Template-Type: ReDIF-Article 1.0 Author-Name: Shynaide Mafra Holanda Maia Author-X-Name-First: Shynaide Mafra Holanda Author-X-Name-Last: Maia Author-Name: Fagner José Coutinho de Melo Author-X-Name-First: Fagner José Coutinho de Author-X-Name-Last: Melo Author-Name: Djalma Silva Guimaraes Junior Author-X-Name-First: Djalma Silva Guimaraes Author-X-Name-Last: Junior Author-Name: Eryka Fernanda Miranda Sobral Author-X-Name-First: Eryka Fernanda Miranda Author-X-Name-Last: Sobral Title: Evaluation of the degree of digitalisation: a study in law offices Abstract: The purpose of this paper is to evaluate the level of digitisation from the perspective of Industry 4.0 in law firms. The paper uses the analysis through a questionnaire containing seven parts, from the four structural areas presented in the model of maturity index adapted from DigiMaturity. The work uses six dimensions to assess maturity. The work uses a scale to calculate the dimensions. The results show that most of the Pernambuco law firms studied are in the preliminary stage of digital transformation. Of the six dimensions analysed, the highest average found was in the people and culture dimension, with 1.66, demonstrating interest in digital transformation, with answers at the defined level. This paper is original, since, although there are several approaches to digital transformation from the perspective of I4.0, there is nothing specific for the service sector, nor for law firms. Journal: Int. J. of Services and Operations Management Pages: 263-290 Issue: 3 Volume: 51 Year: 2025 Keywords: Industry 4.0; Maturity 4.0; law firms; law; digital transformation; innovation. File-URL: http://www.inderscience.com/link.php?id=147010 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:51:y:2025:i:3:p:263-290 Template-Type: ReDIF-Article 1.0 Author-Name: Olasumbo Ayodeji Makinde Author-X-Name-First: Olasumbo Ayodeji Author-X-Name-Last: Makinde Author-Name: Sannah Thembi Sithole Author-X-Name-First: Sannah Thembi Author-X-Name-Last: Sithole Author-Name: Humbulani Phuluwa Author-X-Name-First: Humbulani Author-X-Name-Last: Phuluwa Author-Name: Jan Swanepoel Author-X-Name-First: Jan Author-X-Name-Last: Swanepoel Title: A multi-criteria classification framework for inventory items management at the Department of Defense Abstract: Poor management of multiple inventory items can result in overstocking of inventory items and/or stockout. Hence, this paper proposes a multi-criteria classification framework that could be used to effectively manage multiple inventory items at the Department of Defense (DoD). The framework was premised on pairing inventory items with similar inventory attributes in a particular inventory item group. The inventory attributes associated with each inventory item was thereafter deployed to ascertain appropriate inventory management policy to effectively manage inventory items required at DoD. The framework was tested using a case study of selected inventory items required at the DoD of a particular country. The result of this exercise revealed that <i>more items in stock single period economic order quantity (EOQ) model</i>, <i>more items in stock continuous-review EOQ model</i> and <i>minimum stock policy</i> are the suitable inventory management policies that could be used to effectively manage 55 inventory items required by soldiers in the organisation. Journal: Int. J. of Services and Operations Management Pages: 291-315 Issue: 3 Volume: 51 Year: 2025 Keywords: inventory item; multi-criteria classification framework; inventory management policy; Department of Defense; DoD. File-URL: http://www.inderscience.com/link.php?id=147011 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:51:y:2025:i:3:p:291-315 Template-Type: ReDIF-Article 1.0 Author-Name: Honesta Chidiebere Anorue Author-X-Name-First: Honesta Chidiebere Author-X-Name-Last: Anorue Author-Name: Ernest O. Ugwoke Author-X-Name-First: Ernest O. Author-X-Name-Last: Ugwoke Author-Name: Oliver Okechukwu Okanazu Author-X-Name-First: Oliver Okechukwu Author-X-Name-Last: Okanazu Title: Influence of cost accounting information on management decision making of hotel services in South East, Nigeria Abstract: Unarguably, the success of every business enterprise, including hotel/guest houses among others depends on the quality of decisions made by their management. The study determined the influence of cost accounting information on management decisions of hotel services in South East, Nigeria. The study was conducted using a descriptive survey research design. A sample size of 375 respondents was drawn from the population using two stage sampling procedure. The mean (X) and standard deviation (SD) was used to analyse the data, and the null hypotheses were tested using analysis of variance (ANOVA) at 0.05 level of significance. Generally, the study found that cost accounting information has low influence on management decision making of hotel services in South East. Based on the results, it was suggested that the hotel management team should place a greater emphasis on service decisions towards customer satisfaction and adapt to other strong motivating approaches in order to improve quality. Journal: Int. J. of Services and Operations Management Pages: 337-357 Issue: 3 Volume: 51 Year: 2025 Keywords: hotel services; management; decision making; cost accounting information; CAI; service quality; service pricing; customer satisfaction. File-URL: http://www.inderscience.com/link.php?id=147015 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:51:y:2025:i:3:p:337-357 Template-Type: ReDIF-Article 1.0 Author-Name: Kirti Aggarwal Author-X-Name-First: Kirti Author-X-Name-Last: Aggarwal Title: Company characteristics and human resource disclosure practices in Indian corporate sector Abstract: The aim of the present study is to examine the potential effects of company characteristics on human resource disclosure index in Indian corporate sector. The present study has been conducted on 341 companies listed on NSE-500 Index. The results of the two-way LSDV regression model shows that there is a significant positive effect of net sales, market capitalisation, quick ratio, auditor type, annual report's pages, return on total assets, return on equity and significant negative of age, current ratio, profit after tax on HRDI. Furthermore, the results of one-way ANOVA also show that there are significant variations in HR disclosure practices across the varied industrial sectors. Overall, it can be said that the HRDI used in the present study helps the different regulatory bodies to set the standards regarding the HR disclosure practices which is currently voluntary in nature in India. Journal: Int. J. of Services and Operations Management Pages: 382-404 Issue: 3 Volume: 51 Year: 2025 Keywords: human resource disclosure; content analysis; annual report; human resource disclosure index; HRDI; India. File-URL: http://www.inderscience.com/link.php?id=147016 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:51:y:2025:i:3:p:382-404 Template-Type: ReDIF-Article 1.0 Author-Name: Sofia Vitorino Dias Author-X-Name-First: Sofia Vitorino Author-X-Name-Last: Dias Author-Name: Fernando Luiz Emerenciano Viana Author-X-Name-First: Fernando Luiz Emerenciano Author-X-Name-Last: Viana Author-Name: Afonso Carneiro Lima Author-X-Name-First: Afonso Carneiro Author-X-Name-Last: Lima Title: Internationalisation of experience-centric services Abstract: This article explores the internationalisation process of experience-centric service operations. Based on the theories of internationalisation of services and experience-centric service operations, we present a conceptual framework by undertaking multiple case studies in four international companies that operate in Brazil: Starbucks, Hard Rock Cafe, M.A.C Cosmetics, and Apple Store. We find that most companies' internationalisation process is supported by partnerships, allowing the necessary adaptation of products and processes. Three new aspects emerge from the data: the processes standardisation, employee's diversity, and organisational culture alignment. Based on the results, we extend the framework to formulate five theoretical propositions. By identifying the importance of diversity within organisations, we contribute to the perception of inclusion within organisations so that a greater part of society can feel welcomed and represented within the corporate world. Overall, our article not only makes theoretical contributions, but also delivers important practical implications. Journal: Int. J. of Services and Operations Management Pages: 316-336 Issue: 3 Volume: 51 Year: 2025 Keywords: internationalisation of services; services operations; operations strategy; experience-centric services. File-URL: http://www.inderscience.com/link.php?id=147064 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:51:y:2025:i:3:p:316-336 Template-Type: ReDIF-Article 1.0 Author-Name: Poliana Aparecida Ferreira Abreu Author-X-Name-First: Poliana Aparecida Ferreira Author-X-Name-Last: Abreu Author-Name: Ualison Rébula de Oliveira Author-X-Name-First: Ualison Rébula de Author-X-Name-Last: Oliveira Author-Name: Vicente Aprigliano Fernandes Author-X-Name-First: Vicente Aprigliano Author-X-Name-Last: Fernandes Title: Risk management applied to budgetary planning in the public administration: an operations management approach Abstract: This research aimed to develop a systematic risk management procedure in an Institution of the Brazilian federal executive power, with emphasis on the process of preparing its budget proposal. As an innovation in the public budgetary process, it was decided to work with risk management techniques commonly used in the field of operations management, thus contributing with new approaches and also with the interdisciplinarity between these two areas of knowledge. Methodologically, this study was supported by bibliographic research, documentary research, in-depth interviews and experts' consensus. The model presented is based on techniques derived from ISO 31010, which can be considered intelligible and practical for the implementation of risk management in federal public institutions, in addition to contributing to these institutions to comply with the legislation that regulates risk management in the public sector in Brazil. Journal: Int. J. of Services and Operations Management Pages: 449-470 Issue: 4 Volume: 51 Year: 2025 Keywords: public budgeting processes; risk management; Brazilian federal government. File-URL: http://www.inderscience.com/link.php?id=147820 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:51:y:2025:i:4:p:449-470 Template-Type: ReDIF-Article 1.0 Author-Name: Ali Ghazizadeh Author-X-Name-First: Ali Author-X-Name-Last: Ghazizadeh Author-Name: Mojtaba Hamid Author-X-Name-First: Mojtaba Author-X-Name-Last: Hamid Author-Name: Mahdi Hamid Author-X-Name-First: Mahdi Author-X-Name-Last: Hamid Author-Name: Mohammad Mahdi Nasiri Author-X-Name-First: Mohammad Mahdi Author-X-Name-Last: Nasiri Title: Incorporating decision-making styles to predict driver-injury severity in road accidents in a large metropolitan area: a machine-learning-based approach Abstract: Traffic accidents around the world cause significant economic, human, and social losses annually. As a result, they have always involved their own macro policies and executive plans. Proper planning in this area requires a thorough understanding of traffic accidents. Identifying and analysing the causes of traffic accidents help make better predictions about them and the severity of their injuries. In addition to the well-cited reasons such as vehicle and road conditions, this study explored driver's decision-making style as one of the factors affecting the severity of traffic accidents. The purpose of this study was to predict traffic accidents and the severity of their injuries by considering the decision-making style of drivers. To this end, we developed and analysed different scenarios according to a variety of data sorting modes, data pre-processing methods, and various classifiers based on machine learning. The results showed that considering the decision-making style has a positive impact on the performance of the prediction model. It was also found that the best-case scenario occurs under the following conditions: 1) all the data alongside decision-making style are presented to the model; 2) outliers are excluded in a permissive mode; 3) the AdaBoost classifier is used for making predictions. Journal: Int. J. of Services and Operations Management Pages: 424-448 Issue: 4 Volume: 51 Year: 2025 Keywords: traffic accidents; severity of injury; decision-making style; machine learning; prediction; classifier. File-URL: http://www.inderscience.com/link.php?id=147821 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:51:y:2025:i:4:p:424-448 Template-Type: ReDIF-Article 1.0 Author-Name: Mohamed Alami Author-X-Name-First: Mohamed Author-X-Name-Last: Alami Title: Linking the information technology with performance management in Moroccan companies: a qualitative study Abstract: Researchers and professionals are increasingly interested in leveraging information technology (IT) investments to achieve high performance. This is driven by the commodification of IT, influenced by imitation, substitution, and the digitalisation of the economic and social landscape. This study focuses on the use of IT for performance management, which has gained significance due to the collapse of the performance control paradigm and the rise of performance management in today's volatile and uncertain markets. Our objective is to explore the relationship between IT and performance management in Moroccan companies. It is a qualitative study through a conceptual analysis to insights into the context of our research problem. The mean result of this study reveals a low contribution of IT to the digitalisation of the process of the performance management. This weakness is linked to organisational and managerial variables. Journal: Int. J. of Services and Operations Management Pages: 471-485 Issue: 4 Volume: 51 Year: 2025 Keywords: information technology; performance management; management instruments; dashboard. File-URL: http://www.inderscience.com/link.php?id=147823 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:51:y:2025:i:4:p:471-485 Template-Type: ReDIF-Article 1.0 Author-Name: Khleef A. Alkhawaldeh Author-X-Name-First: Khleef A. Author-X-Name-Last: Alkhawaldeh Title: The impact of globalisation, digitalisation and COVID-19 on the development of new services in the Jordanian banking sector from the perspective of concerned bank employees Abstract: Creating, enhancing and sustaining competitive advantage is critical challenge in the globalised digital business environment in which COVID-19 is spreading. This study examined the development of new services in the Jordanian banking sector. It also investigated the impact of globalisation, digitalisation and COVID-19 on the development of new services in this sector. About 94% of responses revealed that the new service development process was either very successful or at least successful. The results indicate that the averages (means) of the impact of globalisation, digitalisation and COVID-19 on the development of new services are not different from the 'high' level. These results support the significant high impact of globalisation, digitalisation and COVID-19 on the development of new services in the Jordanian banking sector. The challenges of globalisation constitute beneficial opportunities for business, not threats to its expansion or continuity. Journal: Int. J. of Services and Operations Management Pages: 486-507 Issue: 4 Volume: 51 Year: 2025 Keywords: new service development; globalisation; digitalisation; COVID-19; banking sector; Jordan. File-URL: http://www.inderscience.com/link.php?id=147824 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:51:y:2025:i:4:p:486-507 Template-Type: ReDIF-Article 1.0 Author-Name: Rishu Sharma Author-X-Name-First: Rishu Author-X-Name-Last: Sharma Title: Simulating the conditions of variability for service system - a case of automobile service centre Abstract: Today, variability in different domains of manufacturing systems like demand, leads to unreliable customer services, unbalanced shop loads and manufacturing lead times. In order to meet demand variability and incorporate the changes of variability, hence improving the high levels of system performance, it becomes necessary to study the different parameters of variability. This helps to improve several criteria like machine utilisation, labour output, bottleneck detection and reduction, etc. in turn meeting the quality parameters in terms of quality, cost and delivery time. This paper considers a job shop to examine the effects of variability conditions on various factors. Simulation is adapted as tool and results indicate that shop performance measures are affected by demand variability parameters. Automobile service centre is considered as the job shop for studying the effects of demand variability. Journal: Int. J. of Services and Operations Management Pages: 528-539 Issue: 4 Volume: 51 Year: 2025 Keywords: job shop system; simulation; demand variability; automobile service centre; ASC. File-URL: http://www.inderscience.com/link.php?id=147825 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:51:y:2025:i:4:p:528-539 Template-Type: ReDIF-Article 1.0 Author-Name: Oladunni S. Okunade Author-X-Name-First: Oladunni S. Author-X-Name-Last: Okunade Author-Name: Abiodun Osifowokan Author-X-Name-First: Abiodun Author-X-Name-Last: Osifowokan Author-Name: Adepeju A. Opaleye Author-X-Name-First: Adepeju A. Author-X-Name-Last: Opaleye Title: Optimal location and allocation of vaccination outreach centres Abstract: Expanded programme on immunisation in developing nations aim at reduction of mortality and morbidity from the six killer diseases to a level of eradication through administration of vaccines. However, achieving the immunisation goals in developing countries like Nigeria is difficult because of heavily scattered settlements and nomadic population. To improve the vaccination coverage by using outreach strategy; there is need to consider the siting of the outreach centres to increase access and reduce the distance to get the vaccine. The study applied location set covering problem and maximum covering location models to define and solve location and allocation of vaccination outreach centres in Ward 1 of Odogbolu local government area. Geographic information systems (GIS) techniques were used in determining the distances between settlements. The models locate four settlements; <i>Oke Oloja, Iganke, Iperin and Berger </i> for siting of the vaccination outreach centre and the demand covered by each settlement are maximised. The study gives an optimal location and allocation of outreach centres which maximises the vaccination coverage in all settlements. Thus, the study aids efficient planning and allocation of outreach centres for vaccination in a timely and effective manner. Journal: Int. J. of Services and Operations Management Pages: 508-527 Issue: 4 Volume: 51 Year: 2025 Keywords: outreach; vaccination; allocation; location; covering models. File-URL: http://www.inderscience.com/link.php?id=147828 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:51:y:2025:i:4:p:508-527 Template-Type: ReDIF-Article 1.0 Author-Name: Tim Baker Author-X-Name-First: Tim Author-X-Name-Last: Baker Author-Name: Xun Xu Author-X-Name-First: Xun Author-X-Name-Last: Xu Author-Name: Lizao Zhang Author-X-Name-First: Lizao Author-X-Name-Last: Zhang Author-Name: Phillip W. Witt Author-X-Name-First: Phillip W. Author-X-Name-Last: Witt Title: Creativity drivers for Six Sigma project success Abstract: Six Sigma projects are important to enhance the quality management process. This study investigates the creativity drivers for Six Sigma project success. We performed two action research projects that corroborated the theory that team creativity mediates the impact of openness to experience on project success in Six Sigma project settings. We then constructed and performed reliability-internal validity tests on scales via our random sample survey of 736 manufacturers in Canada and the USA. Finally, we used structural equation modelling on these survey data to test that the theory holds. Our findings suggest that the general level of team creativity is a stronger predictor of project success than environmental factors surrounding the team, such as a work atmosphere that is tolerant of dissension. Journal: Int. J. of Services and Operations Management Pages: 405-423 Issue: 4 Volume: 51 Year: 2025 Keywords: Six Sigma; team creativity; project performance; quality management; team performance. File-URL: http://www.inderscience.com/link.php?id=147835 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:51:y:2025:i:4:p:405-423 Template-Type: ReDIF-Article 1.0 Author-Name: Hung Sheng Chang Author-X-Name-First: Hung Sheng Author-X-Name-Last: Chang Title: Moderating effect of psychological distance on the impact of cause-related marketing on tourism relationship value Abstract: This research presents a framework for cause-related marketing (CRM) in the tourism industry, focusing on the relationship between profit-related cause marketing and tourism relationship value, with psychological distance serving as a moderating factor. Trust behaviour acts as a mediating variable, linking the two concepts to tourism relationship value. The study identifies two key factors: the mediating role of trust behaviour and the moderating role of psychological distance. It also examines how psychological distance affects the implementation of CRM strategies. Focusing on Taiwan's hotel industry, the study distributed 400 questionnaires, with 393 valid responses. The findings indicate that CRM strategies have a positive effect on customer trust behaviour, which, in turn, enhances tourism relationship value. Psychological distance influences how marketing strategies impact consumer trust, thereby affecting the overall tourism value. This study offers valuable insights for the tourism industry on how to strategically implement CRM. Journal: Int. J. of Services and Operations Management Pages: 1-17 Issue: 5 Volume: 51 Year: 2025 Keywords: relationship value; cause-related marketing; CRM; trust behaviour; psychological distance. File-URL: http://www.inderscience.com/link.php?id=148176 File-Format: text/html File-Restriction: Open Access Handle: RePEc:ids:ijsoma:v:51:y:2025:i:5:p:1-17 Template-Type: ReDIF-Article 1.0 Author-Name: Abdulrahman Aljabr Author-X-Name-First: Abdulrahman Author-X-Name-Last: Aljabr Author-Name: Badr Banhmeid Author-X-Name-First: Badr Author-X-Name-Last: Banhmeid Title: The moderating effect of advanced manufacturing technologies mechanisms on the relationship between production complexity and costing system design: evidence from Saudi Arabia Abstract: Operating with optimal costing system design (CSD) that suits the surrounding production and business context is essential to achieve optimal performance. Thus, this research drew on contingency theory and aimed to test the moderating role of advanced manufacturing technologies (AMTs) mechanisms on the association between production complexity (PC) and CSD, with the aim of extending the prior research on this issue by utilising more comprehensive PC and CSD measures and incorporating additional factors that represent the underlying AMT effect. By exploiting quantitative data from Saudi Arabia, the findings of this research show that AMT and the mechanisms of its effect, as indicated by the level of manufacturing flexibility (MF) and reduction in batch- and product-level costs (RBPCs), do not moderate the relationship between PC and CSC, which is contrary to expectations. This research advances prior findings on the impact of PC on optimal CSD, considering the adopted manufacturing technologies. Journal: Int. J. of Services and Operations Management Pages: 25-40 Issue: 1 Volume: 52 Year: 2025 Keywords: advanced manufacturing technologies; AMTs; activity-based costing; ABC; batch- and product-level costs; costing system complexity; CSC; costing system design; CSD; manufacturing flexibility; production complexity; Saudi Arabia. File-URL: http://www.inderscience.com/link.php?id=148828 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:52:y:2025:i:1:p:25-40 Template-Type: ReDIF-Article 1.0 Author-Name: Waqas Niazi Author-X-Name-First: Waqas Author-X-Name-Last: Niazi Author-Name: Jamal A. Farooquie Author-X-Name-First: Jamal A. Author-X-Name-Last: Farooquie Title: TQM implementation in Indian airline industry: a digraph approach Abstract: The purpose of this paper is to identify TQM practices pertinent to airlines as well as evaluate and compare the TQM implementation in private and public airlines. The evaluation and comparison of TQM implementation in airlines are made using the digraph theory. A digraph is used in the graph-theoretical model to represent abstract system information using directed edges, which are useful for visual analysis. The digraph-developed matrix model is useful for computer processing. The permanent value of multinomial developed from the matrix represents a single number/index that is useful for comparison, ranking, and optimal selection. In our study, seven different TQM practices pertinent to airlines were identified. Also, by calculating the TQM index, it was found that the level of TQM implementation is better in the case of private airlines compared to public airlines. Journal: Int. J. of Services and Operations Management Pages: 82-105 Issue: 1 Volume: 52 Year: 2025 Keywords: total quality management; TQM; digraph theory; performance measurement; service industry; airline industry. File-URL: http://www.inderscience.com/link.php?id=148829 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:52:y:2025:i:1:p:82-105 Template-Type: ReDIF-Article 1.0 Author-Name: T. Sakthivel Author-X-Name-First: T. Author-X-Name-Last: Sakthivel Author-Name: S.R. Devadasan Author-X-Name-First: S.R. Author-X-Name-Last: Devadasan Author-Name: D. Ramesh Kumar Author-X-Name-First: D. Ramesh Author-X-Name-Last: Kumar Title: Leagile manufacturing in air compressor manufacturing industry: a literature perspective Abstract: This paper reports a literature survey which was carried out from the perspective of implementing leagile manufacturing paradigm in air compressor manufacturing industry. Leagile manufacturing paradigm is incorporated with lean and agile manufacturing principles. This literature survey was conducted in three phases. In the first phase, the researches on leagile manufacturing were surveyed. During the second phase of the literature survey, the research papers reporting the literature reviews containing the air compressor based researches were reviewed. During the third phase of conducting this literature survey, it was found that so far no efforts for examining the implementation of leagile manufacturing paradigm in air compressor industry have been made by the researchers The paper is concluded by indicating the need of designing an implementation model and conducting case studies to practically validate this model for implementing leagile manufacturing paradigm air compressor manufacturing industry to acquire competitive strength. Journal: Int. J. of Services and Operations Management Pages: 41-60 Issue: 1 Volume: 52 Year: 2025 Keywords: lean manufacturing; agile manufacturing; leagile manufacturing; postponement; decoupling point; air compressor; literature survey. File-URL: http://www.inderscience.com/link.php?id=148830 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:52:y:2025:i:1:p:41-60 Template-Type: ReDIF-Article 1.0 Author-Name: Mohamed Husni Ali Athamneh Author-X-Name-First: Mohamed Husni Ali Author-X-Name-Last: Athamneh Author-Name: Juraifa Jais Author-X-Name-First: Juraifa Author-X-Name-Last: Jais Title: Examining the mediating influence of job satisfaction on the link between the delegation of authority, work teams, and human resource agility in commercial banks Abstract: The paper aims to investigate the mediating influence of job satisfaction (JS) between the delegation of authority, work teams (WT), and human resource agility (HRA) in commercial banks. The study employed a quantitative research design and gathered data from a sample of 448 respondents. The data were analysed statistically using structural equation modelling (SPSS and AMOS 25). The findings of the analysis showed a significant and positive impact of WT, JS, and delegation authority on HRA. Additionally, the study demonstrated the critical mediating role of JS between delegating authority, WT, and human resource agility. It is important to note that this research represents one of the initial investigations into the interconnectedness of these factors. The implications of the findings are significant not only for the financial industry and for the banking sector, but also for the scholarly community, as elaborated in this paper. Journal: Int. J. of Services and Operations Management Pages: 127-140 Issue: 1 Volume: 52 Year: 2025 Keywords: human resource agility; HRA; job satisfaction; delegation of authority; work teams; commercial banks. File-URL: http://www.inderscience.com/link.php?id=148831 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:52:y:2025:i:1:p:127-140 Template-Type: ReDIF-Article 1.0 Author-Name: Arun Thomas Author-X-Name-First: Arun Author-X-Name-Last: Thomas Author-Name: Sumit Kumar Author-X-Name-First: Sumit Author-X-Name-Last: Kumar Author-Name: Vinay V. Panicker Author-X-Name-First: Vinay V. Author-X-Name-Last: Panicker Title: Analysis of community engagement on social media during disasters: a machine learning approach Abstract: Recently social networking sites have emerged as an imperative source for providing information to identify and track disasters. The utilisation of social networking data streams to extract meaningful data is possible. A proper data gathering and an evaluation protocol is required for a predictive model. With this purpose, the features of tweets during the Kerala floods of 2018 were examined in this research. About 154,524 tweets were collected using the API during the period between July 2018 and February 2019. Data visualisation has been done with the help of Tableau, and the most commonly used words were identified using a dataset of 10,704 tweets. A topic modelling approach was adopted for exploring and recognising the unlabelled topics in the dataset. A typical machine learning technique is designed for the sentiment analysis of tweets. The long short-term memory (LSTM) model has been developed to find the accuracy of the data. Journal: Int. J. of Services and Operations Management Pages: 1-24 Issue: 1 Volume: 52 Year: 2025 Keywords: Twitter API; machine learning; topic modelling; data analysis; sentiment analysis; tweets; binary classification; long short-term memory; LSTM. File-URL: http://www.inderscience.com/link.php?id=148832 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:52:y:2025:i:1:p:1-24 Template-Type: ReDIF-Article 1.0 Author-Name: Sonia Garg Author-X-Name-First: Sonia Author-X-Name-Last: Garg Title: Influence of macroeconomic variables on Indian commodity futures prices: case of agricultural commodities Abstract: The present study explores the long-run and short-run impacts of various macroeconomic variables on Indian agricultural commodity futures prices. To accomplish this purpose, the present study uses an autoregressive distributed lag (ARDL) model. The findings of the study show that, in the long run, inflation has a significant impact on kapas, mentha, and chana. Gross domestic product (GDP) has a significant influence on the futures prices of cotton and guar seed. The interest rate has a significant impact on kapas only. The exchange rate has a significant impact on kapas, mentha oil, and chana. Stock market prices (SP) have a significant influence on the futures prices of kapas and mentha oil. Journal: Int. J. of Services and Operations Management Pages: 61-81 Issue: 1 Volume: 52 Year: 2025 Keywords: macroeconomic variables; commodity futures; India; autoregressive distributed lag; ARDL; agricultural commodities. File-URL: http://www.inderscience.com/link.php?id=148833 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:52:y:2025:i:1:p:61-81 Template-Type: ReDIF-Article 1.0 Author-Name: Chew Sze Cheah Author-X-Name-First: Chew Sze Author-X-Name-Last: Cheah Author-Name: Kwang Wei Charn Author-X-Name-First: Kwang Wei Author-X-Name-Last: Charn Author-Name: Cheng Ling Tan Author-X-Name-First: Cheng Ling Author-X-Name-Last: Tan Author-Name: Afandi Yusof Author-X-Name-First: Afandi Author-X-Name-Last: Yusof Title: An empirical study of the determinants of employee silence among Generation Z Abstract: There has been an increasing interest in employee silence over the past ten years. Previous research indicates that employee silence negatively affects employee performance, trust, motivation, and morale. Therefore, investigating the underlying factors that affect employee silence among Generation Z is the aim of this study. A non-probability purposive sampling method was employed in this study and the online questionnaires were distributed to 150 respondents aged between 16 and 24 years old. Smart PLS software was used to analyse the gathered data in the measurement model and structural model. The findings indicated that abusive supervision and implicit belief positively influence employee silence while locus of control negatively influences employee silence. However, power distance culture failed to influence employee silence among Generation Z in this study. This study can assist managers and organisations in better understanding their next-generation workforce and preparing them for future management positions. Journal: Int. J. of Services and Operations Management Pages: 106-126 Issue: 1 Volume: 52 Year: 2025 Keywords: employee silence; Generation Z; abusive supervision; implicit belief; locus of control. File-URL: http://www.inderscience.com/link.php?id=148834 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:52:y:2025:i:1:p:106-126 Template-Type: ReDIF-Article 1.0 Author-Name: Myungjin Choi Author-X-Name-First: Myungjin Author-X-Name-Last: Choi Author-Name: Daekyung Sung Author-X-Name-First: Daekyung Author-X-Name-Last: Sung Author-Name: Donggyu Jeon Author-X-Name-First: Donggyu Author-X-Name-Last: Jeon Author-Name: Kyunghwan Choi Author-X-Name-First: Kyunghwan Author-X-Name-Last: Choi Title: Enhancing efficient aircraft spare parts management in Republic of Korea Air Force: a multiple criteria ABC analysis Abstract: Catastrophic item manager (IM) has to cope with two issues in Republic of Korea Air Force (ROKAF): the aircraft operating cost and mission fulfilment. Requisition objective (RO) plays a significant role in both of them. RO can obtain from adding operating level quantity, ordering and shipping time quantity, safety level quantity, and a rounding coefficient. ROKAF has to make a careful decision on this rounding coefficient. This is because it determines the inventory level of all spare parts for the ROKAF. Despite the changes in the air force's weapon system and the very different distribution of the aircraft spare parts, the ROKAF is still using the policy made 30 years ago. This study aims to prepare an economic defence operation policy and an efficient spare parts management plan by presenting the rounding coefficient policy suitable for the changing environment using the multi-criteria ABC analysis. This study is significant in that it prepares and presents a new plan for ROKAF's unique rounding coefficient policy, which is difficult to find in other countries or fields. Journal: Int. J. of Services and Operations Management Pages: 141-154 Issue: 2 Volume: 52 Year: 2025 Keywords: aircraft spare parts; multiple criteria ABC analysis; requisition objective; RO; rounding coefficient; economic defence operation. File-URL: http://www.inderscience.com/link.php?id=149213 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:52:y:2025:i:2:p:141-154 Template-Type: ReDIF-Article 1.0 Author-Name: Anu Bask Author-X-Name-First: Anu Author-X-Name-Last: Bask Author-Name: Mervi Vähätalo Author-X-Name-First: Mervi Author-X-Name-Last: Vähätalo Author-Name: Anssi Panula Author-X-Name-First: Anssi Author-X-Name-Last: Panula Title: Bridging modular service architecture and performance of the service delivery process: an example from the healthcare setting Abstract: Healthcare organisations face challenges to improve their performance while providing customer-oriented services. It has been suggested that modular service architecture has the potential to address these challenges, but empirical research is still scarce. Therefore, the aim of this study is to discover how modular service architecture can support service delivery performance in the healthcare setting. The results demonstrate how modular service architecture allowed the case organisation to customise the service process according to each patient's needs, thus shortening the recovery time and increasing patient satisfaction. Standard modules and components as well as well-defined interfaces were essential factors in supporting the organisation's vision and successful service delivery performance. This study is one of the first attempts to bridge a gap in the research on the intersection between modular service architecture and performance of the service delivery process. Journal: Int. J. of Services and Operations Management Pages: 226-250 Issue: 2 Volume: 52 Year: 2025 Keywords: service management; healthcare; architecture; modularity; interfaces; performance. File-URL: http://www.inderscience.com/link.php?id=149214 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:52:y:2025:i:2:p:226-250 Template-Type: ReDIF-Article 1.0 Author-Name: Rajwinder Kaur Author-X-Name-First: Rajwinder Author-X-Name-Last: Kaur Author-Name: Gagandeep Kaur Author-X-Name-First: Gagandeep Author-X-Name-Last: Kaur Title: Does employee happiness play any mediating role in the relationship between work-life balance and turnover intentions? Abstract: The subject of academician turnover in private universities is crucial to the higher education industry. Two concepts - work-life balance and employee happiness - are combined to examine academicians' turnover intentions. Here, a thorough model that accounts for work-life balance, employee happiness and turnover intention is put forward. Academicians totalling 392 from private universities in Punjab took part in a questionnaire distributed. The analysis of data is performed by applying structural equation modelling. The findings of the study state that work-life balance and employee happiness have a significant (negative) effect on turnover intentions. Furthermore, the study found a significant (positive) effect of work-life balance on employee happiness. Besides this, the study has discovered the mediation effect of employee happiness and the moderation effect of gender on work-life balance and turnover intentions. The outcomes state that employee happiness partially mediates the association between work-life balance and turnover intentions. From the aspect of organisational human behaviour, this research has significant theoretical and practical ramifications for the turnover intentions of academicians, and it would support the happy teaching environment offered at private universities. Journal: Int. J. of Services and Operations Management Pages: 251-274 Issue: 2 Volume: 52 Year: 2025 Keywords: academicians; human resource management; moderation; intentions to leave; private universities; work-family conflicts. File-URL: http://www.inderscience.com/link.php?id=149215 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:52:y:2025:i:2:p:251-274 Template-Type: ReDIF-Article 1.0 Author-Name: D. Senthil Kumar Author-X-Name-First: D. Senthil Author-X-Name-Last: Kumar Author-Name: S. Vinodh Author-X-Name-First: S. Author-X-Name-Last: Vinodh Author-Name: T. Yuvaraja Author-X-Name-First: T. Author-X-Name-Last: Yuvaraja Title: Grey theory-based leanness assessment and decision support system development: a case study Abstract: Evaluation of leanness level of an organisation becomes important as it identifies ill performing criteria and enables organisation to explore process from lean perspective and to focus more on weaker areas to improve operational performance. This work presents a study on leanness assessment of a manufacturing organisation using grey numbers approach. Assessment model comprises five enablers, 30 attributes and 90 criteria. Inputs are obtained from experts and are aggregated at three levels (enabler level, attribute level and criterion level). Overall grey performance index (OGPI) is computed as (2.192, 15.788), which indicates that the organisation is lean. Weaker areas are recognised based on grey performance importance index (GPII) and grey possibility degree (GPD) values. Results are validated using a decision support system. The practical implications are highlighted. Journal: Int. J. of Services and Operations Management Pages: 187-225 Issue: 2 Volume: 52 Year: 2025 Keywords: lean manufacturing; leanness assessment; grey numbers; grey systems; decision support system. File-URL: http://www.inderscience.com/link.php?id=149216 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:52:y:2025:i:2:p:187-225 Template-Type: ReDIF-Article 1.0 Author-Name: S. Maragatha Sundari Author-X-Name-First: S. Maragatha Author-X-Name-Last: Sundari Author-Name: Meka Jahnavi Author-X-Name-First: Meka Author-X-Name-Last: Jahnavi Title: Operations strategy in the manufacturing of robots Abstract: Robots are any autonomously run machines that eliminate the need for human labour, even if they may not look like humans or carry out tasks in a way that is humanlike. The majority of today's robots, known as bio-inspired robots, draw their inspiration from nature. The queueing attitude pinpoints the manufacturing issue and offers the crucial ideas that need to be communicated in order to minimise disruptions to the robotic production process. Queuing theory is also used in this work to handle potential delays and other issues. Queues can help uncover ineffective processes and inspire the creation of solutions to reduce resource waste. For the selected queue research, the line size probability generating function and all other efficiency indicators are calculated. The theoretical evaluation of queuing theory in the production of robots is illustrated by a numerical and comprehensive graphic research. Journal: Int. J. of Services and Operations Management Pages: 155-186 Issue: 2 Volume: 52 Year: 2025 Keywords: robots; queuing strategy; supplementary variable technique; performance measures. File-URL: http://www.inderscience.com/link.php?id=149220 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:52:y:2025:i:2:p:155-186 Template-Type: ReDIF-Article 1.0 Author-Name: M. Thangaraj Author-X-Name-First: M. Author-X-Name-Last: Thangaraj Author-Name: Thenepalle Jayanth Kumar Author-X-Name-First: Thenepalle Jayanth Author-X-Name-Last: Kumar Title: An efficient heuristic algorithm for flow shop scheduling problem with periodic machine specific halting and preventive maintenance operations Abstract: In the majority of flow shop scheduling scenarios, machine availability is typically assumed consistent throughout the process. Allowing machines to operate continually without a break, however, results decline in productivity or machine failure. Therefore, it is required to allow machines to undergo maintenance operations periodically including halts to avoid machine breakdowns as well as improve performance factors like productivity, reliability and affordability. The existing literature lacks comprehensive studies on flow shop scheduling models integrated with halting times and preventive maintenance operations. Given the practical relevance of this gap, this paper first address a flow shop scheduling problem (FSSP) with periodic machine-specific halting and preventive maintenance operations. To minimise the overall tardiness and effectively manage halting and preventive maintenance operations with job scheduling, an effective NEH-based heuristic algorithm has been developed. As the present problem is new to the literature, comparative studies are not carried out. However, over 50 Taillard benchmark instances ranging from 20-jobs five-machines to 200-jobs ten-machines are used to test the performance of the proposed technique and results are duly reported, which could be helpful as a comparative basis for further research. The results reveal that the proposed algorithm provides the best solutions within a considerable time. Journal: Int. J. of Services and Operations Management Pages: 275-292 Issue: 3 Volume: 52 Year: 2025 Keywords: flow shop scheduling problem; FSSP; halting operations; NEH algorithm; preventive maintenance; Taillard instances. File-URL: http://www.inderscience.com/link.php?id=149975 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:52:y:2025:i:3:p:275-292 Template-Type: ReDIF-Article 1.0 Author-Name: Piyush Gupta Author-X-Name-First: Piyush Author-X-Name-Last: Gupta Author-Name: Amit Sachan Author-X-Name-First: Amit Author-X-Name-Last: Sachan Author-Name: Sasadhar Bera Author-X-Name-First: Sasadhar Author-X-Name-Last: Bera Author-Name: Tanusree Dutta Author-X-Name-First: Tanusree Author-X-Name-Last: Dutta Title: Study on the influence of perceived service process belief on overall customer satisfaction: the role of stage satisfaction Abstract: A significant amount of research in service operations has focused on customer journey and experience along the e-retail service delivery (e-RSD). Literature reveals that little research has focused on the service process-beliefs of the customer journey in multi-stage e-RSD. The objective of this paper is to see the influence of perceived service process-beliefs on stage satisfaction and attempt to study the impact of stage satisfaction on the customer's overall satisfaction in multi-stage e-RSD. Survey data was collected from 455 Indian customers. Multiple regression analysis is used to find the significance of independent variables on dependent variables. The results identify the significant service process-beliefs impacting the stage satisfactions and results show that all four stage-satisfactions are affecting the overall customer satisfaction. This study offers empirical proof to comprehend the service process-beliefs that affect stage satisfactions in multi-stage e-RSD which can be used by managers to tailor their e-retail service offerings. Journal: Int. J. of Services and Operations Management Pages: 293-312 Issue: 3 Volume: 52 Year: 2025 Keywords: online retail service delivery; stage satisfaction; customer journey; customer satisfaction; service process; e-retail service delivery; e-RSD. File-URL: http://www.inderscience.com/link.php?id=149976 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:52:y:2025:i:3:p:293-312 Template-Type: ReDIF-Article 1.0 Author-Name: Hind Bouhassoun Author-X-Name-First: Hind Author-X-Name-Last: Bouhassoun Author-Name: Nicolas Cheimanoff Author-X-Name-First: Nicolas Author-X-Name-Last: Cheimanoff Title: Hybrid higher education supply chain and value stream mapping design Abstract: Education systems evolved in a dynamic ecosystem after the industrial revolution, in the light of the Industry 4.0 and after the recent pandemic. They are constrained by the massive need for education and job market specifications. Leaders and managers of higher education institutes (HEIs) are continuously challenged. On the strategic level, they establish the vision, build the mission, clearly define objectives, plan the activity and position their organisations on the global higher education (HE) map. The authors offer to support the decision-making process of HEIs with practices and methodologies from supply chain management. After analysing literature, HE is considered a service and the hybrid higher education supply chain and value stream mapping design (H-HESC-VSM-D) is constructed. It uncovers the current-state of a HEI and helps depict incoherence. As a managerial contribution, it offers a basis for integration, coordination and quality improvements to attain global performance and quality targets. Journal: Int. J. of Services and Operations Management Pages: 313-344 Issue: 3 Volume: 52 Year: 2025 Keywords: higher education; supply chain; service supply chain; value stream mapping; VSM; decision-making; management. File-URL: http://www.inderscience.com/link.php?id=149978 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:52:y:2025:i:3:p:313-344 Template-Type: ReDIF-Article 1.0 Author-Name: Sajad Amirian Author-X-Name-First: Sajad Author-X-Name-Last: Amirian Author-Name: Maghsoud Amiri Author-X-Name-First: Maghsoud Author-X-Name-Last: Amiri Author-Name: Mohammad Taghi Taghavifard Author-X-Name-First: Mohammad Taghi Author-X-Name-Last: Taghavifard Title: A multi-objective robust possibilistic programming approach to designing sustainable and reliable closed-loop supply chain network: a case study of the aluminium industry Abstract: In this study, using a robust possibilistic programming approach with Me scale for solving sustainable and reliable supply chain network design (SCND) problems under uncertain conditions has been considered. The proposed approach eliminates the need for iterative consideration by decision-makers by providing unlimited choices from the optimism-pessimism spectrum. The mathematical model developed in this study is of MILP, which is implemented in GAMS software to solve it and find Pareto optimal solutions. The accuracy of the overall performance of the proposed model has been evaluated with four examples (based on the coefficients of the objective functions) from a case study in the aluminium industry. The variability of the justified decision space in the Me scale has helped to solve the (SCND) problem more flexibly and closer to reality through the possibility of exchange between the objective function and the risk-taking level of the managers. Journal: Int. J. of Services and Operations Management Pages: 345-400 Issue: 3 Volume: 52 Year: 2025 Keywords: sustainability; reliability; closed-loop supply chain network; robust possibilistic programming. File-URL: http://www.inderscience.com/link.php?id=149979 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:52:y:2025:i:3:p:345-400 Template-Type: ReDIF-Article 1.0 Author-Name: Abu Saleh Md. Nakib Uddin Author-X-Name-First: Abu Saleh Md. Nakib Author-X-Name-Last: Uddin Author-Name: Fahima Akter Azrin Author-X-Name-First: Fahima Akter Author-X-Name-Last: Azrin Author-Name: Shahriar Tanvir Alam Author-X-Name-First: Shahriar Tanvir Author-X-Name-Last: Alam Title: Assessment of appropriate production process: a simulation-based study Abstract: An appropriate production process is a critical challenge in today's competitive world. In this study, four different types of manufacturing systems in a production line: 'fixed manufacturing system (manual)', 'fixed manufacturing system (automated)', 'flexible manufacturing system', and 'programmable manufacturing system' have been analysed and evaluated using Rockwell ARENA Software. 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 production line. The result illustrates that the four different manufacturing systems: fixed manual, fixed automated, flexible, and programmable; produce an output of 237, 303, 397, and 505 units respectively. The extended lines of programmable manufacturing systems produce nearly two times more output than the flexible manufacturing system. Journal: Int. J. of Services and Operations Management Pages: 401-421 Issue: 3 Volume: 52 Year: 2025 Keywords: simulation; fixed manufacturing system; flexible manufacturing system; programmable manufacturing system; Industry 4.0; ARENA. File-URL: http://www.inderscience.com/link.php?id=149985 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:52:y:2025:i:3:p:401-421 Template-Type: ReDIF-Article 1.0 Author-Name: C. Divyakala Author-X-Name-First: C. Author-X-Name-Last: Divyakala Author-Name: A. Vasumathi Author-X-Name-First: A. Author-X-Name-Last: Vasumathi Title: Cultivating productivity among women employees: the dynamic role of psychological well-being, emotional exhaustion, and conflict management Abstract: The study delves into moderation effects, unveiling how the conflict management climate intricately influences psychological well-being, emotional exhaustion, and productivity. The research demonstrates that a positive conflict management climate amplifies the favourable impact of psychological well-being on productivity while mitigating the adverse effects of emotional exhaustion on work performance. The study provides a comprehensive analysis of these variables, their means, standard deviations, and interrelationships. The climate of conflict management variable indicates varying perceptions, with a significant positive correlation linking it to psychological well-being, and a negative correlation with emotional exhaustion. the findings stress the central role of effective conflict resolution strategies in nurturing an environment that promotes both worker well-being and heightened productivity. the complex associations with productivity reveal a delicate balance where enhanced well-being, effective conflict resolution practices, and reduced emotional exhaustion contribute to improved work output. Journal: Int. J. of Services and Operations Management Pages: 437-456 Issue: 4 Volume: 52 Year: 2025 Keywords: psychological well-being; PWB; emotional exhaustion; productivity; women; workplace; conflict management. File-URL: http://www.inderscience.com/link.php?id=150650 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:52:y:2025:i:4:p:437-456 Template-Type: ReDIF-Article 1.0 Author-Name: Berhanu Tolosa Author-X-Name-First: Berhanu Author-X-Name-Last: Tolosa Author-Name: Daniel Kitaw Author-X-Name-First: Daniel Author-X-Name-Last: Kitaw Author-Name: Kassu Jilcha Author-X-Name-First: Kassu Author-X-Name-Last: Jilcha Author-Name: Sisay Sirgu Author-X-Name-First: Sisay Author-X-Name-Last: Sirgu Title: Integration of lean thinking and service quality in the healthcare sector Abstract: Healthcare service quality has a pivotal goal in every country's economy and level of productivity. The sector has turned its attention to a lean approach due to a growing influence in reducing cost and waiting time, enhancing service quality, and increasing flexibility. The main objective of the study is to investigate the existing databases under the umbrella of quality service and lean thinking to identify possible research gaps. The study used different databases to conduct a comprehensive assessment of the literature to enhance service quality. Using a descriptive analysis technique, the selected studies were carefully evaluated and analysed by their study distribution; year of publication, method, potential factors (dimension, knowledge, trust, etc.), scope, relationships, area, and findings. Finally, the study showed that lean service quality adoption is the major research gap that blocks the performance of the service sector in general and healthcare in particular. The authors suggested lean service quality improves healthcare patient satisfaction and future research directions were also forwarded to initiate young researchers in the sector. Journal: Int. J. of Services and Operations Management Pages: 503-529 Issue: 4 Volume: 52 Year: 2025 Keywords: service quality; lean thinking; healthcare; health system. File-URL: http://www.inderscience.com/link.php?id=150651 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:52:y:2025:i:4:p:503-529 Template-Type: ReDIF-Article 1.0 Author-Name: Jaime Dagostim Picolo Author-X-Name-First: Jaime Dagostim Author-X-Name-Last: Picolo Author-Name: Gérson Tontini Author-X-Name-First: Gérson Author-X-Name-Last: Tontini Author-Name: Giancarlo Gomes Author-X-Name-First: Giancarlo Author-X-Name-Last: Gomes Title: Unveiling the drivers of customer satisfaction and loyalty in cinema theatres: integrating sufficiency and necessity perspectives Abstract: This study aims to examine the sufficiency and necessity of antecedents for customer satisfaction and loyalty in the context of cinema theatres. A survey-based approach was employed to collect data from 319 customers of three multiplexes located in Brazil. The survey included measures related to various dimensions of cinema theatre services (access, attendants' service, exhibition, promotions, confectionery, tickets, comfort, projection, conservation, information, and responsiveness), customer satisfaction, and loyalty. The data were analysed using a combined approach of partial least squares structural equation modelling (PLS-SEM) and necessary condition analysis (NCA). The results of the PLS-SEM analysis indicate that three dimensions, namely 'promotions', 'projection' and 'comfort' significantly influence customer satisfaction and loyalty in cinema theatres. However, all dimensions, even those that were not found to be significant in the PLS-SEM analysis, were identified by NCA as necessary to maintain customer satisfaction and loyalty. Journal: Int. J. of Services and Operations Management Pages: 549-570 Issue: 4 Volume: 52 Year: 2025 Keywords: necessary condition analysis; NCA; sufficiency; necessity; customer satisfaction; loyalty; cinema theatres. File-URL: http://www.inderscience.com/link.php?id=150652 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:52:y:2025:i:4:p:549-570 Template-Type: ReDIF-Article 1.0 Author-Name: Ismaila Adamu Author-X-Name-First: Ismaila Author-X-Name-Last: Adamu Author-Name: Hardik Bhadeshiya Author-X-Name-First: Hardik Author-X-Name-Last: Bhadeshiya Author-Name: Sahabi Muhammad Kabir Author-X-Name-First: Sahabi Muhammad Author-X-Name-Last: Kabir Title: Staff records management practices by registry staff: influence of institutional factors in Kaduna State University, Kaduna, Nigeria Abstract: The study investigated staff records management practices by registry staff: influence of institutional factors in Kaduna State University (KASU) Kaduna, Nigeria. A sample size of 140 out of 220 registry staff was obtained using Krejcie and Morgan's 1970 formula. The researchers employed the questionnaire as the research instrument for collecting data. A validated and structured questionnaire was used for data collection. Cronbach's alpha reliability coefficients for the constructs ranged from 0.83 to 0.95. The results demonstrated that institutional variables had a favourable and substantial impact on staff records management practises at the KASU registry. It is advised that KASU should consider political factors more to sustain staff records management practices because political factors significantly impact staff records management practices. Journal: Int. J. of Services and Operations Management Pages: 530-548 Issue: 4 Volume: 52 Year: 2025 Keywords: institutional factors; staff records; records management practices; Kaduna State University; KASU; registry; Nigeria. File-URL: http://www.inderscience.com/link.php?id=150653 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:52:y:2025:i:4:p:530-548 Template-Type: ReDIF-Article 1.0 Author-Name: Pan Wen Ting Author-X-Name-First: Pan Wen Author-X-Name-Last: Ting Author-Name: May Chiun Lo Author-X-Name-First: May Chiun Author-X-Name-Last: Lo Author-Name: Abang Azlan Mohamad Author-X-Name-First: Abang Azlan Author-X-Name-Last: Mohamad Author-Name: Jun Zhou Thong Author-X-Name-First: Jun Zhou Author-X-Name-Last: Thong Title: Women leadership styles on manufacturing industry employees' job performance: evidence from Sarawak, Malaysia Abstract: The under-representation of women in top management is due to various factors, including discriminatory attitudes and family responsibilities. Despite progress, there is still a substantial gap to close, and Malaysia aims to involve 30% of women in top management. The study aims to investigate women's leadership in enhancing employees' job performance. The research aims to examine the relationship between transformational and transactional leadership styles and their effect on job performance in the manufacturing industry of Sarawak. The researchers used Smart PLS 3.0 to analyse the variables of transformational and transactional leadership (idealised influence, inspiration motivation, intellectual stimulation, individual consideration, contingency reward, active and passive management by exception) on job performance. The study revealed that idealised influence and individualised consideration did not have a significant impact on employee performance. However, other dimensions of transformational and transactional leadership had a positive association with job performance. Journal: Int. J. of Services and Operations Management Pages: 484-502 Issue: 4 Volume: 52 Year: 2025 Keywords: transformational leadership; transactional leadership; job performance; manufacturing industry; Sarawak; Malaysia. File-URL: http://www.inderscience.com/link.php?id=150654 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:52:y:2025:i:4:p:484-502 Template-Type: ReDIF-Article 1.0 Author-Name: Byomakesh Debeta Author-X-Name-First: Byomakesh Author-X-Name-Last: Debeta Author-Name: Sangita Dutta Gupta Author-X-Name-First: Sangita Dutta Author-X-Name-Last: Gupta Author-Name: Mafruza Sultana Author-X-Name-First: Mafruza Author-X-Name-Last: Sultana Title: Financial development, country governance and economic growth: evidence from BRICS economies Abstract: This paper investigates the impact of financial development and governance on the economic growth of BRICS economies for a sample period spanning from 1992 to 2017. Besides financial development and governance, this study considers the macroeconomic variables, trade openness, economic freedom, human capital formation, life expectancy, and inflation which have been considered the essential determinants of economic growth. Dynamic panel data models, more specifically, generalised method of moments techniques were used for the analysis. Data on governance was collected from World Bank reports. The empirical findings suggest that financial development is positively associated with economic growth. Good governance, control of corruption, and an effective rule of law affect economic growth positively. The findings from this study have implications for policymakers, corporate managers, and investors to create a stable and vibrant financial system. Journal: Int. J. of Services and Operations Management Pages: 423-436 Issue: 4 Volume: 52 Year: 2025 Keywords: economic growth; financial liberalisation; financial market; generalised method of moments; GMM. File-URL: http://www.inderscience.com/link.php?id=150656 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:52:y:2025:i:4:p:423-436 Template-Type: ReDIF-Article 1.0 Author-Name: Murad Salih Musallam Alkhalafat Author-X-Name-First: Murad Salih Musallam Author-X-Name-Last: Alkhalafat Author-Name: Wan Nur Syahida Binti Wan Ismail Author-X-Name-First: Wan Nur Syahida Binti Wan Author-X-Name-Last: Ismail Author-Name: Wan Zanani Binti Wan Abdullah Author-X-Name-First: Wan Zanani Binti Wan Author-X-Name-Last: Abdullah Author-Name: Nur Haiza Muhammad Zawawi Author-X-Name-First: Nur Haiza Muhammad Author-X-Name-Last: Zawawi Title: The impact of organisational agility on achieving high performance in Jordanian public shareholding industrial companies Abstract: This article aims to evaluate the impact of organisational agility capabilities (OAC), namely agile strategy, agile processes, agile linkages, and agile people, on achieving comprehensive organisational transformation to the level of a high-performance institution. Additionally, this study proposes a transformation framework to convert low-performing organisations into high-performance institutions by exploring the essential administrative practices and methods required for such transformation. The data was collected through a survey questionnaire from managers in the upper and middle management of Jordanian public shareholding industrial companies. Structural equation modelling (SEM) was utilised to test the proposed hypotheses and examine the relationships among the study variables. The study found a positive relationship between OAC, agile strategy, agile processes, agile linkages, and agile people with the high-performance transformation framework. It also discovered that a learning organisation plays a positive mediating role in strengthening the relationship between these variables. Journal: Int. J. of Services and Operations Management Pages: 457-483 Issue: 4 Volume: 52 Year: 2025 Keywords: organisational agility; learning organisation; organisational performance; high-performance organisation; HPO; structural equation modelling; SEM. File-URL: http://www.inderscience.com/link.php?id=150658 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:52:y:2025:i:4:p:457-483