Template-Type: ReDIF-Article 1.0 Author-Name: Luke Treves Author-X-Name-First: Luke Author-X-Name-Last: Treves Author-Name: Mikko Pynnönen Author-X-Name-First: Mikko Author-X-Name-Last: Pynnönen Author-Name: Mika Immonen Author-X-Name-First: Mika Author-X-Name-Last: Immonen Title: Unveiling the dynamics of product service systems: insights from digital platform ecosystems and customer engagement perspectives Abstract: This research delves into the complex relationship between digital platform ecosystems, business-to-customer (B2C) engagement, and the triumph of product-service systems (PSS) business models that prioritise functionality over ownership. While digital platform ecosystems have evolved as collaborative arenas that add value to PSSs, our understanding of their synergistic role in PSS business model success remains limited. An extensive review of 94 peer-reviewed academic articles in business management and economics revealed important influences and correlations between digital platform ecosystem factors and B2C engagement in PSS business models. The key influences include cooperation and collaboration, design and structure, governance, network effects, technology, communication and marketing, value and co-creation, acceptance, trust, and risk. The paper unveils the intricate link between digital platform ecosystems, B2C engagement, and PSS success, stressing adaptability to changing customer preferences and leveraging digital platforms for innovation. It sets the stage for future research in this transformative field. Journal: Int. J. of Services and Operations Management Pages: 86-105 Issue: 1 Volume: 53 Year: 2026 Keywords: product service system; PSS; digital platforms; digital platform ecosystems; DPEs; consumer engagement; customer engagement; service innovation; open innovation; literature review; servitisation. File-URL: http://www.inderscience.com/link.php?id=150890 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:53:y:2026:i:1:p:86-105 Template-Type: ReDIF-Article 1.0 Author-Name: Mohammad Alawamleh Author-X-Name-First: Mohammad Author-X-Name-Last: Alawamleh Author-Name: Lana Mohannad Al-Twait Author-X-Name-First: Lana Mohannad Author-X-Name-Last: Al-Twait Title: Usability of e-commerce as a digital platform: resilient food supply chains amid COVID-19 Abstract: This research aims to evaluate the usability of e-commerce via digital platforms amid the COVID-19 pandemic and investigate the relationship between usability, customer behaviour, and resilience in food supply chains (FSCs) from the perspective of digital customers. A structured online survey tool was employed targeting customers who were visiting business to consumer (B2C) digital platforms. A series of analyses were performed based on the varimax rotation technique, as well as the principal component analysis (PCA) extraction approach. The empirical results indicate the following: 1) usability is a six-dimensional construct, comprising navigation, information architecture, value of content, satisfaction, aesthetics and consistency, and functionality; 2) customer behaviour is a two-dimensional construct, comprising decision-making and physical activity; 3) resilience is a three-dimensional construct, comprising agility, collaboration and risk management. The structural findings indicate that the above factors of usability positively and significantly affect customer behaviour and resilience in FSCs. Journal: Int. J. of Services and Operations Management Pages: 21-40 Issue: 1 Volume: 53 Year: 2026 Keywords: usability of e-commerce; digital platforms; business to consumer; B2C; resilience; food supply chain; FSC; COVID-19. File-URL: http://www.inderscience.com/link.php?id=150891 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:53:y:2026:i:1:p:21-40 Template-Type: ReDIF-Article 1.0 Author-Name: S. Yamini Author-X-Name-First: S. Author-X-Name-Last: Yamini Title: The integration of retail supply chain and Industry 4.0 - a bibliometric analysis and insights for future research Abstract: Retail 4.0 makes use of the Internet of things and big data analytics at the retail stores to focus on achieving more customers. This investigation categorises supply chain, retail, Industry 4.0, and related research articles based on the publication trends in Retail 4.0. The search showcases the research outcomes by doing a bibliometric analysis during the period 2008-2022 with respect to active authors, data-clusters from abstracts, titles and keywords from various reputed databases. For the last few years, integration of supply chain and Industry 4.0 practices have been an emerging and trending area and it is very evident in retail sector as well. This article highlights about the need for integration of I4.0 technologies in retail supply chain. These classifications and bibliometric analyses aid in identifying potential areas of research and providing directions for aspiring researchers in the field of Retail 4.0 and SCM 4.0. Journal: Int. J. of Services and Operations Management Pages: 1-20 Issue: 1 Volume: 53 Year: 2026 Keywords: Retail 4.0; Supply Chain Management 4.0; big data; Industry 4.0; IoT in retail; artificial intelligence; smart supply chain management; bibliometric analysis. File-URL: http://www.inderscience.com/link.php?id=150893 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:53:y:2026:i:1:p:1-20 Template-Type: ReDIF-Article 1.0 Author-Name: Weng-Kar Foo Author-X-Name-First: Weng-Kar Author-X-Name-Last: Foo Author-Name: Jeffrey S.S. Cheah Author-X-Name-First: Jeffrey S.S. Author-X-Name-Last: Cheah Title: Beyond parcels: exploring the service quality-driven paradigm of customer satisfaction in the courier sector Abstract: Against the backdrop of the COVID-19 pandemic, this study delves into the dynamic between courier service quality and the contentment of young customers. Harnessing the robust SERVQUAL model, we engaged 217 Malaysians under 40, employing structural equation modelling. The findings resonate with the positive influence of assurance, empathy, reliability, and tangibility on customer satisfaction, though responsiveness veers in a different direction. Beyond its theoretical contribution to the SERVQUAL model, this research carves a unique niche by dissecting the interplay of courier service quality and customer satisfaction, resonating strongly with young consumers during the pandemic. Practical implications abound, empowering courier firms to optimise their service quality for enhanced customer experience. Journal: Int. J. of Services and Operations Management Pages: 106-123 Issue: 1 Volume: 53 Year: 2026 Keywords: customer satisfaction; service quality; courier company; young customers; structural equation modelling. File-URL: http://www.inderscience.com/link.php?id=150894 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:53:y:2026:i:1:p:106-123 Template-Type: ReDIF-Article 1.0 Author-Name: Anthony Limi Author-X-Name-First: Anthony Author-X-Name-Last: Limi Author-Name: K. Rangarajan Author-X-Name-First: K. Author-X-Name-Last: Rangarajan Author-Name: P. Rajadurai Author-X-Name-First: P. Author-X-Name-Last: Rajadurai Title: Recent review on non-instantaneous deteriorating items in inventory models (2006-2022) Abstract: This article presents comprehensive information about the advances and recent research made in the field of non-instantaneous deteriorating inventory objects in this literature review. This paper investigated some characteristics that play a significant role in the management of a non-instantaneously deteriorating inventory model. Our reviewed papers have been classified using keywords such as economic order quantity (EOQ), two warehouses (TWs), vendor managed inventory (VMI), and economic production quantity (EPQ). This paper's literature review framework provides a clear overview of the field of non-instantaneous deteriorating inventory analysis that can serve as a springboard for additional investigation. The research work summarised in this paper provides clear information about non-instantaneous deteriorating items. In addition, the article provides a research gap and future research directions in this area. Journal: Int. J. of Services and Operations Management Pages: 59-85 Issue: 1 Volume: 53 Year: 2026 Keywords: non-instantaneous deterioration; economic order quantity; EOQ; two warehouses; vendor managed inventory; VMI; economic production quantity; EPQ. File-URL: http://www.inderscience.com/link.php?id=150899 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:53:y:2026:i:1:p:59-85 Template-Type: ReDIF-Article 1.0 Author-Name: Gayatri Samantaray Author-X-Name-First: Gayatri Author-X-Name-Last: Samantaray Author-Name: Pushpendra Khandelwal Author-X-Name-First: Pushpendra Author-X-Name-Last: Khandelwal Title: Adoption and usage of digital banking services: a rural Indian perspective Abstract: The landscape of banking is shifting as a result of the proliferation of digital banking services, which are enabled by a wide range of applications developed by financial institutions. The rapid rise of digital banking has transformed the Indian financial landscape. Despite the Indian Government's schemes aimed at financial inclusion through cashless transactions and technology-based services, the adoption of digital banking is facing certain constraints in the rural parts of the country. In response, this research makes an attempt to explore the factors that are vital to the adoption and use behaviour towards digital banking in the rural Indian context. User-friendliness and convenience, awareness, digital banking self-efficacy, and trust and security confidence emerged as significant predictors of intention to adopt and facilitate digital banking use behaviour. These findings offer newer insights into this under-explored domain to facilitate conceptual development, strategy formulation, and effective policy development. Journal: Int. J. of Services and Operations Management Pages: 41-58 Issue: 1 Volume: 53 Year: 2026 Keywords: digital banking; services; adoption; intention; rural India. File-URL: http://www.inderscience.com/link.php?id=150902 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:53:y:2026:i:1:p:41-58 Template-Type: ReDIF-Article 1.0 Author-Name: Totok Kurniawan Author-X-Name-First: Totok Author-X-Name-Last: Kurniawan Author-Name: Gatot Yudoko Author-X-Name-First: Gatot Author-X-Name-Last: Yudoko Author-Name: Yuanita Handayati Author-X-Name-First: Yuanita Author-X-Name-Last: Handayati Title: How lighthouse companies are pioneering Indonesia's Industry 4.0 and 5.0 revolution? A soft system methodology approach Abstract: As industries transition toward Industry 5.0, organisations face challenges in balancing automation and digitalisation with human-centric and sustainable principles. Existing Industry 4.0 readiness frameworks primarily emphasise technological adoption while overlooking the role of operational excellence in facilitating structured transformation. This study develops a comprehensive transformation model integrating Soft System Methodology with the INDI 4.0 framework. The proposed model introduces a novel approach by embedding waste elimination, defect reduction, autonomous processes, and total productive maintenance as foundational enablers. This framework establishes a structured sequence for implementation, ensuring that operational excellence serves as a prerequisite for sustainable and adaptive digitalisation. The study highlights the interplay between management commitment, workforce adaptability, and digital integration, offering a pathway toward Industry 5.0. The findings provide actionable insights for policymakers and industry leaders in emerging economies, demonstrating how operational efficiency and human capability development can drive sustainable and socially responsible industrial ecosystems. Journal: Int. J. of Services and Operations Management Pages: 1-38 Issue: 5 Volume: 53 Year: 2026 Keywords: Industry 5.0; Industry 4.0; operational excellence; soft system methodology; INDI 4.0; Lean Six Sigma; LSS; readiness model; maturity model; digitalisation; sustainability; human-centric; resilience. File-URL: http://www.inderscience.com/link.php?id=151635 File-Format: text/html File-Restriction: Open Access Handle: RePEc:ids:ijsoma:v:53:y:2026:i:5:p:1-38 Template-Type: ReDIF-Article 1.0 Author-Name: Baiju J. Nair Author-X-Name-First: Baiju J. Author-X-Name-Last: Nair Author-Name: Tomy K. Kallarakal Author-X-Name-First: Tomy K. Author-X-Name-Last: Kallarakal Author-Name: V.R. Uma Author-X-Name-First: V.R. Author-X-Name-Last: Uma Author-Name: S. Girish Author-X-Name-First: S. Author-X-Name-Last: Girish Author-Name: Sachin K. Parappagoudar Author-X-Name-First: Sachin K. Author-X-Name-Last: Parappagoudar Title: Influence of blockchain technology on open banking: a scoping literature review Abstract: The recent shift towards customer-centric products and services has prompted an investigation into a framework prioritising a customer-centric banking experience. The synergy between open banking and blockchain technology has the potential to power this framework. Open banking, despite being relatively new, has garnered considerable attention globally, fostering a more interconnected economy and restoring customer control over their data. Privacy and security concerns in open banking can be mitigated through the strategic integration of blockchain technology. A scoping literature review of 153 articles from 2016 to 2023 indicates that blockchain enhances the security, transparency, and accessibility of open banking. Its decentralised nature ensures customer data security, and smart contracts ensure precision in financial transactions. This research emphasises the growing interest in integrating open banking and blockchain, providing valuable insights for stakeholders and guiding future multidisciplinary collaboration in this evolving domain. Journal: Int. J. of Services and Operations Management Pages: 187-211 Issue: 2 Volume: 53 Year: 2026 Keywords: open banking; fintech; banking; blockchain; literature review. File-URL: http://www.inderscience.com/link.php?id=151744 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:53:y:2026:i:2:p:187-211 Template-Type: ReDIF-Article 1.0 Author-Name: Israa Ismail Author-X-Name-First: Israa Author-X-Name-Last: Ismail Title: Incorporating robust and quasi-robust optimisation methods to model the relief distribution problem under uncertainty Abstract: This paper addresses the problem of modelling uncertainty in supply, demand, and travel time parameters in relief distribution optimisation models. The model aims to minimise the deprivation cost, expressed as a function of deprivation time, and updates the deprivation status of demand nodes at the beginning of each time period in the planning horizon. The uncertainty realisations in travel time are thus discretised and delays are expressed as number of time periods behind the expected delivery time. The first part of the article adapts the reasonable worst case robust optimisation approach to model uncertainties in supply and demand parameters which are assumed to be uniformly distributed. The second part introduces a novel quasi robust optimisation approach to model uncertainty in travel time where delays in each arc are assumed to be proportional to the assigned arc load for more protection against constraints' violation. The model is tested and verified empirically. Journal: Int. J. of Services and Operations Management Pages: 125-157 Issue: 2 Volume: 53 Year: 2026 Keywords: humanitarian logistics; robust optimisation; travel time uncertainty; deprivation cost; relief distribution models. File-URL: http://www.inderscience.com/link.php?id=151745 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:53:y:2026:i:2:p:125-157 Template-Type: ReDIF-Article 1.0 Author-Name: Fernando José Gómez Paredes Author-X-Name-First: Fernando José Gómez Author-X-Name-Last: Paredes Author-Name: Moacir Godinho Filho Author-X-Name-First: Moacir Godinho Author-X-Name-Last: Filho Author-Name: Matthias Thürer Author-X-Name-First: Matthias Author-X-Name-Last: Thürer Author-Name: Nuno Fernandes Author-X-Name-First: Nuno Author-X-Name-Last: Fernandes Title: Enhancing the POLCA production control system by indirect load Abstract: Paired-cell overlapping loops of cards with authorisation (POLCA) is a card-based production control system (PCS). The original POLCA system uses authorisation dates based on an MRP list to release jobs to the shop. However, when jobs present high variability in processing times, POLCA may refuse a job to start production on a station, even if available capacity exists, negatively impacting performance. To limit this problem, we adapt POLCA to consider the stations' indirect load (IL) at job release to gain flexibility. We compare the mechanisms through simulation experiments. Results suggest that the indirect load mechanism helps this system to improve operational performance, especially concerning job throughput times and customer delivery time. This research implies that managers should consider the indirect load at stations when using POLCA for production control in a lean production context with high variability. Journal: Int. J. of Services and Operations Management Pages: 158-186 Issue: 2 Volume: 53 Year: 2026 Keywords: production control; POLCA; IL-POLC; indirect workload; order release. File-URL: http://www.inderscience.com/link.php?id=151749 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:53:y:2026:i:2:p:158-186 Template-Type: ReDIF-Article 1.0 Author-Name: Urmila Natarajan Author-X-Name-First: Urmila Author-X-Name-Last: Natarajan Author-Name: M. Suresh Author-X-Name-First: M. Author-X-Name-Last: Suresh Title: Assessing the factors influencing Healthcare 5.0 readiness Abstract: The healthcare transformations focus on understanding patient care plan developments and effective service care. Technical developments in the health sector enhance the patients care and provide a better experience in treatment. As the transformations are increasing in healthcare units in every aspect and this era is very much technical oriented, the focus of the study is on Healthcare 5.0 readiness, where it significantly trying to find out the readiness level in healthcare organisations. The conceptual framework is to understand the collective concerns of the elements through total interpretive structural modelling (TISM) and to distinguish the factors which have driving and dependence power. The factors are identified from literature reviews and experts' opinion through interviews to know the interrelations and interconnection between the factors. Therefore, the study results say sustainable development and innovative technology usage are critical factors in Healthcare 5.0 readiness. This study will benefit the researcher, healthcare managers and practitioners to know the factors of 5.0 readiness to healthcare change. Journal: Int. J. of Services and Operations Management Pages: 244-265 Issue: 2 Volume: 53 Year: 2026 Keywords: Healthcare 5.0; hospitals; sustainable systems development; collaborative robots; 5G communication service; smart technologies. File-URL: http://www.inderscience.com/link.php?id=151750 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:53:y:2026:i:2:p:244-265 Template-Type: ReDIF-Article 1.0 Author-Name: Surbhi Goyal Author-X-Name-First: Surbhi Author-X-Name-Last: Goyal Author-Name: Navdeep Kaur Author-X-Name-First: Navdeep Author-X-Name-Last: Kaur Title: Exploring electronic gadget buying behaviour in India: a social media approach Abstract: The aim of this study is to investigate the impact of demographic factors on consumer buying behaviour for electronic gadgets, within the context of Indian social media platforms. This study also explored how demographic information influences consumers' purchasing decisions on social media when it comes to electronic gadgets. This study utilises a quantitative research design. Firstly, quantitative data is collected through online surveys distributed on social media platforms to gather information about consumers' demographic characteristics and their buying behaviour for electronic gadgets. The gathered information analysis has been done with IBM SPSS Statistics version 22. The results of this study revealed that demographic information significantly impacted the consumer behaviour. Single and married individuals demonstrate varied buying patterns, highlighting the need for tailored approaches. Gender also exhibits different preferences, necessitating gender-specific marketing strategies. Journal: Int. J. of Services and Operations Management Pages: 235-243 Issue: 2 Volume: 53 Year: 2026 Keywords: demographic influences; consumer buying behaviour; electronic gadgets; social media; India. File-URL: http://www.inderscience.com/link.php?id=151751 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:53:y:2026:i:2:p:235-243 Template-Type: ReDIF-Article 1.0 Author-Name: Nooshin Ghanbari Author-X-Name-First: Nooshin Author-X-Name-Last: Ghanbari Author-Name: Reza Hafezi Author-X-Name-First: Reza Author-X-Name-Last: Hafezi Author-Name: Mohamad Sadegh Sangari Author-X-Name-First: Mohamad Sadegh Author-X-Name-Last: Sangari Author-Name: Ali Bozorgi-Amiri Author-X-Name-First: Ali Author-X-Name-Last: Bozorgi-Amiri Title: Supplier development for sustainability in the healthcare supply chain: an empirical study of a developing country during COVID-19 Abstract: The purpose of this research is to investigate how sustainability in economic, social, and environmental dimensions can be enhanced through supplier development in the healthcare supply chain. Data were collected through a survey study, and partial least squares-structural equation modelling (PLS-SEM) was employed for data analysis. The findings demonstrate that strengthening relationships between customers and suppliers is a key factor in enhancing supply chain sustainability. This study reveals that improvements in the activities that contribute to supplier development have a significant impact on fostering trust, customer awareness, and the supplier's brand image. These enhancements can significantly improve supply chain sustainability within the healthcare industry. The research results aim to provide an integrated perspective on supply chain sustainability, emphasising its economic, social, and environmental dimensions. Journal: Int. J. of Services and Operations Management Pages: 212-234 Issue: 2 Volume: 53 Year: 2026 Keywords: healthcare systems; buyer-supplier relationship; sustainability; supplier development; structural equation modelling. File-URL: http://www.inderscience.com/link.php?id=151752 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:53:y:2026:i:2:p:212-234 Template-Type: ReDIF-Article 1.0 Author-Name: K. Vanisri Author-X-Name-First: K. Author-X-Name-Last: Vanisri Author-Name: Prabir Chandra Padhy Author-X-Name-First: Prabir Chandra Author-X-Name-Last: Padhy Title: An examination of the association between green HRM practices and pro environmental behaviour: prism of AMO theory Abstract: Recent literature acknowledges that business entities nowadays focus greatly on environmental issues. Human resource management occupies a noteworthy place in making organisations green or environment oriented. This study investigates the direct impact of green HRM practices on employee pro environmental behaviour. Green HRM has little effect on employee pro-environmental behaviour, notably in IT. Accordingly, this research aims to dissect the influencing role of green HRM practices like green recruitment, green training, green performance management, and green incentives on pro-environmental behaviour among IT workers. The data was collected from IT employees in India using survey technique. This study attempts to find out whether there is significance among green HRM practices and pro environmental behaviour. The extent of the relationship is detailed through statistical analyses. The relationship that exists between green recruitment, green training, and green performance management is analysed in this study. Journal: Int. J. of Services and Operations Management Pages: 345-362 Issue: 3 Volume: 53 Year: 2026 Keywords: information technology sector; green HRM; pro environmental behaviour; IT employees. File-URL: http://www.inderscience.com/link.php?id=152581 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:53:y:2026:i:3:p:345-362 Template-Type: ReDIF-Article 1.0 Author-Name: Geo Kuruvila George Author-X-Name-First: Geo Kuruvila Author-X-Name-Last: George Author-Name: Georgy P. Kurien Author-X-Name-First: Georgy P. Author-X-Name-Last: Kurien Title: Productivity assessment for academic institutions using DEA-Malmquist productivity index Abstract: The paper aims to study productivity change in the education sector. The productivity study, considering a group of educational institutes, helps in framing policies and bringing changes that help improve the quality of education. This efficient benchmarking tool allows institutions to learn from the best practices of other successfully running institutions. The study is based on a non-statistical DEA-based Malmquist productivity index for calculating the productivity change in institutions. Thirteen colleges in Bangalore, Karnataka, India, were selected by non-probability judgmental sampling. The fixed base method and Euclidean distance ensures homogeneity in the sample. Single, double, and three decomposition helps identify the reason for the growth, progress, or stagnation in technical change, technological change, scale efficiency change, or frontier change. This paper fulfils an identified need to understand how productivity calculation helps institutions frame better policies and take necessary action that helps them be productive. Journal: Int. J. of Services and Operations Management Pages: 267-289 Issue: 3 Volume: 53 Year: 2026 Keywords: productivity; data envelopment analysis; DEA; Malmquist productivity index; MPI; benchmarking; quality assurance; higher education institutions. File-URL: http://www.inderscience.com/link.php?id=152582 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:53:y:2026:i:3:p:267-289 Template-Type: ReDIF-Article 1.0 Author-Name: R. Manigandan Author-X-Name-First: R. Author-X-Name-Last: Manigandan Title: A scientometric analysis of the relationship between entrepreneurial marketing and SME performance for long-term sustainability Abstract: The study aims to examine the comprehensive relationship between entrepreneurial marketing (EM) and small and medium enterprises (SMEs) performance. The present study addresses the research gap in many empirical studies available. However, no systematic literature reviews focused on the impact of EM on SME's performance in emerging markets. Thus we investigate the 167 documents retrieved from the Scopus database using bibliometric analysis, thematic clustering, and performance analysis. The study mainly focuses on annual scientific production, keyword analysis, citation, co-citation, and country-wise analysis. R studio and VOS software were used to conduct visualise the network analysis and cluster analysis. The study's main finding is the highest production in 2023 with 205 publications, and the most impactful countries are Ulster University and the USA, respectively. This article will be more helpful to society in providing a conceptual framework for the firm development process and emerging markets. Journal: Int. J. of Services and Operations Management Pages: 363-399 Issue: 3 Volume: 53 Year: 2026 Keywords: entrepreneurial marketing; SMEs performance; systematic literature review; integrative framework; bibliometric analysis. File-URL: http://www.inderscience.com/link.php?id=152583 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:53:y:2026:i:3:p:363-399 Template-Type: ReDIF-Article 1.0 Author-Name: Siham Alami-Chentoufi Author-X-Name-First: Siham Author-X-Name-Last: Alami-Chentoufi Author-Name: Abdelali En-Nadi Author-X-Name-First: Abdelali Author-X-Name-Last: En-Nadi Title: Analysis of the implementation of the LSS approach in Moroccan services: benefits, tools, difficulties, critical success factors Abstract: The aim of this study is to assess the level of implementation of the Lean Six Sigma approach to optimise the performance of services in Morocco. To achieve our study objective, we analysed previous studies from a systematic literature review, and validated by Moroccan experts in the service sector. In addition, a questionnaire survey was conducted among 61 different services in Morocco. After collecting all the answers, we statistically analysed them to make them useful to researchers and practitioners of the LSS approach involved in performance optimisation, since no research has been carried out on the progress of the adoption of this approach within the Moroccan services. The results of this study reveal that the LSS approach is not yet implemented by all Moroccan services to improve performance, 65% of respondents have not yet tried to apply this method in their service. Journal: Int. J. of Services and Operations Management Pages: 400-416 Issue: 3 Volume: 53 Year: 2026 Keywords: Lean Six Sigma; service; Morocco; obstacles; critical success factors; CSFs; benefits; tools. File-URL: http://www.inderscience.com/link.php?id=152587 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:53:y:2026:i:3:p:400-416 Template-Type: ReDIF-Article 1.0 Author-Name: Nam Tien Duong Author-X-Name-First: Nam Tien Author-X-Name-Last: Duong Title: An investigation of passenger service satisfaction with international airports: evidence from Vietnam-Taiwan direct flights at Tan Son Nhat International Airport Abstract: This study aims to investigate passengers' satisfaction with the Vietnam-Taiwan flights at Tan Son Nhat Airport in terms of flights and airport services. The findings indicate that satisfaction with various service attributes, such as ticket purchasing, destination and flight services, and airline staff services falls between dissatisfaction and satisfaction. In the multiple regression of flight service satisfaction, satisfaction with the two service dimensions, destination and flight services, and airline staff services, positively affect the overall flight service satisfaction. As for satisfaction with airport services, satisfaction with various service attributes, including terminal facilities, airport services, and passenger service information, ranges from dissatisfaction to satisfaction, while satisfaction with parking and ground transportation attributes lies between dissatisfaction and neutral. In the multiple regression of airport services satisfaction, satisfaction with the four service dimensions, terminal facilities, airport services, passenger service information, and parking and ground transportation, positively affects overall airport service satisfaction. Journal: Int. J. of Services and Operations Management Pages: 313-344 Issue: 3 Volume: 53 Year: 2026 Keywords: satisfaction; airport; passenger; service; flight; Vietnam; Taiwan. File-URL: http://www.inderscience.com/link.php?id=152591 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:53:y:2026:i:3:p:313-344 Template-Type: ReDIF-Article 1.0 Author-Name: Vishnu Lal Author-X-Name-First: Vishnu Author-X-Name-Last: Lal Author-Name: G. Varaprasad Author-X-Name-First: G. Author-X-Name-Last: Varaprasad Title: Extended UTAUT model to understand the role of computer anxiety and work-life quality in faculty adoption of online learning in higher education institutes Abstract: This research aims to enhance the unified theory of acceptance and use of technology (UTAUT) framework to better comprehend the adoption of e-learning platforms by faculties in a developing country. The constructs for the UTAUT model were chosen based on the e-learning context and expanded with the variables work-life quality and computer anxiety. The proposed model was tested with data gathered from faculty members of higher education institutions. The hypotheses testing and adequacy of the proposed model were evaluated through structural equation modelling using SmartPLS 3.2.8. The study's results show that ten out of the fourteen hypothesised paths significantly impacted faculty acceptance of e-learning platforms, and a total of seven significant factors explained a variance of 59.7% of the dependent variable behavioural intention. The study adds an expanded UTAUT framework to adoption theories, discusses how work-life quality and computer anxiety influence the original variables and highlights their practical implications. Journal: Int. J. of Services and Operations Management Pages: 290-312 Issue: 3 Volume: 53 Year: 2026 Keywords: adoption theory; education industry; services marketing; massive online open courses; MOOCs; SmartPLS. File-URL: http://www.inderscience.com/link.php?id=152592 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:ijsoma:v:53:y:2026:i:3:p:290-312