Template-Type: ReDIF-Article 1.0 Author-Name: Md Samim Al-Azad Author-X-Name-First: Md Samim Author-X-Name-Last: Al-Azad Author-Name: Mohammad Harun-or-Rashid Author-X-Name-First: Mohammad Author-X-Name-Last: Harun-or-Rashid Title: Factors affecting customers' satisfaction in e-commerce marketplace during COVID-19 pandemic: developing market context Abstract: COVID-19 pandemic is forcing consumers from developing countries along with their peers from developed markets to opt for online shopping and undertake many more activities feasible through the help of information and communication technology (ICT). This is a relatively new phenomenon for some developing countries' markets. Therefore, we aim to examine the factors that affect customers' satisfaction on using the e-commerce system in culturally diverse developing countries. A survey questionnaire was designed and randomly distributed to 260 respondents in order to find out how customer satisfaction depend largely on factors such as service quality, information quality, and system quality as well as perceived usefulness and self-efficacy. The study found that IQ, SYSQ, PU, and SE have significant positive relationship with customers' satisfaction on e-commerce. However, SEVQ did not have any significant relationship with customer' satisfaction towards e-commerce. This study addresses important evidence on how e-commerce can respond to COVID-19 transition and receive numerous benefits from online marketplace. The findings can help managers in e-commerce sector to contextualise while formulating their business policies and develop marketing strategies in developing market context in order to improve the willingness of customers to engage in online purchasing. Journal: Int. J. of Services, Economics and Management Pages: 1-19 Issue: 1 Volume: 14 Year: 2023 Keywords: e-commerce; developing economy market; customers' satisfaction. File-URL: http://www.inderscience.com/link.php?id=129592 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:injsem:v:14:y:2023:i:1:p:1-19 Template-Type: ReDIF-Article 1.0 Author-Name: Pankaj Kumar Author-X-Name-First: Pankaj Author-X-Name-Last: Kumar Author-Name: Pardeep K. Ahlawat Author-X-Name-First: Pardeep K. Author-X-Name-Last: Ahlawat Author-Name: Parveen Kumar Author-X-Name-First: Parveen Author-X-Name-Last: Kumar Author-Name: Jitender Kumar Author-X-Name-First: Jitender Author-X-Name-Last: Kumar Title: Customer satisfaction, behavioural and pay more intentions: a study on Indian Dhabas (roadside full-service restaurants) Abstract: The present study examines the foremost antecedents of customer satisfaction, behavioural and pay more intentions in the setting of Indian Dhabas (roadside full-service restaurants) located on the National highway, Haryana, India. Using the convenience sampling technique, 236 self-administrated survey questionnaires were collected (207 considered usable) from the customers who had experienced dining at Indian Dhabas, and were tested by performing partial least squares-structural equation modelling (PLS-SEM). The results confirmed that customer satisfaction is significantly influenced by the atmospheric quality, service quality, and food quality of Dhabas, and customer satisfaction significantly influences trust in a positive manner. Remarkably, the impact of customer satisfaction on behavioural intentions was more significant than trust. Further, trust and behavioural intentions have significant positive influences on pay more intentions, while the effect of customer satisfaction on pay more intention is positive, but it is insignificant. Essentially, the present study attempts to provide valuable insights into customer satisfaction and consumer behavioural and pay more intentions to Dhabas' (roadside full-service restaurants) owners and managers to build long-term relationships with Dhabas' customers. Journal: Int. J. of Services, Economics and Management Pages: 20-41 Issue: 1 Volume: 14 Year: 2023 Keywords: Indian Dhabas; customer satisfaction; trust; behavioural intentions; pay more intentions. File-URL: http://www.inderscience.com/link.php?id=129593 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:injsem:v:14:y:2023:i:1:p:20-41 Template-Type: ReDIF-Article 1.0 Author-Name: Keni Keni Author-X-Name-First: Keni Author-X-Name-Last: Keni Author-Name: Nicholas Wilson Author-X-Name-First: Nicholas Author-X-Name-Last: Wilson Author-Name: Chee Wei Loon Author-X-Name-First: Chee Wei Author-X-Name-Last: Loon Author-Name: Boo Mei Chin Author-X-Name-First: Boo Mei Author-X-Name-Last: Chin Author-Name: Lim Thean Pheng Author-X-Name-First: Lim Thean Author-X-Name-Last: Pheng Title: Factors influencing online transport drivers' job satisfaction in Indonesia Abstract: This paper tries to understand the impact of perceived occupational health hazard, perceived job risk and perceived job insecurity on online transportation drivers' job satisfaction in Indonesia, and how people fear towards the COVID-19 pandemic moderates those impacts. This study uses a quantitative survey method by using questionnaires which were virtually distributed to 202 online transportation drivers in Indonesia. A non-probability sampling method in the form of convenience sampling was chosen to ensure that the criteria of respondents are in line with the ones that have been set by the authors. This study conducted the PLS-SEM method, and it was concluded that perceived occupational health hazard, perceived job risk and perceived job insecurity significantly affect the online transportation drivers' job satisfaction. Furthermore, people's fear towards the COVID-19 outbreak was found to significantly moderate the effect of perceived occupational health hazard, perceived job risk and perceived job insecurity towards job satisfaction. Journal: Int. J. of Services, Economics and Management Pages: 133-154 Issue: 2 Volume: 14 Year: 2023 Keywords: perceived occupational health hazard; perceived job risk; perceived job insecurity; job satisfaction; fear of COVID-19 outbreak; Indonesia. File-URL: http://www.inderscience.com/link.php?id=131130 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:injsem:v:14:y:2023:i:2:p:133-154 Template-Type: ReDIF-Article 1.0 Author-Name: R. Ganesh Author-X-Name-First: R. Author-X-Name-Last: Ganesh Author-Name: A. Haslinda Author-X-Name-First: A. Author-X-Name-Last: Haslinda Title: Contributory role of innovative capabilities in Malaysian small and medium enterprises performance Abstract: Despite a growing body of literature focusing on business performance enhanced by innovation capabilities, empirical research examining its impact in Malaysia remains scarce. Adopting the view that monitoring and analysing business performance through innovation is necessary for strategic planning and business survival. This study surveyed 124 businesses in peninsular Malaysia via two-stage e-mail and telephone calls, supplemented by survey questionnaires. The findings indicate that SMEs should prioritise strategic planning, marketing innovation, and learning capability to improve business performance, particularly in Malaysia's manufacturing and export sectors. While this study makes no claim to be exhaustive, it demonstrates that understanding of the relationship between innovation capabilities and business performance is incomplete and that this area of research warrants further examination. Nevertheless, the discovery contributes to the body of knowledge by demonstrating how innovative strategic planning, marketing, and learning capabilities can enhance successful business performance. Journal: Int. J. of Services, Economics and Management Pages: 78-107 Issue: 1 Volume: 14 Year: 2023 Keywords: innovation diffusion; strategic planning; marketing orientation; business performance; learning capability. File-URL: http://www.inderscience.com/link.php?id=129594 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:injsem:v:14:y:2023:i:1:p:78-107 Template-Type: ReDIF-Article 1.0 Author-Name: Satvir Singh Author-X-Name-First: Satvir Author-X-Name-Last: Singh Author-Name: Prajya R. Vidyarthi Author-X-Name-First: Prajya R. Author-X-Name-Last: Vidyarthi Author-Name: Laura Guerrero Author-X-Name-First: Laura Author-X-Name-Last: Guerrero Author-Name: Fernando Parra Author-X-Name-First: Fernando Author-X-Name-Last: Parra Title: Skilled immigrants' job search: the role of self-efficacy, future orientation, and work involvement Abstract: Drawing upon self-efficacy theory, we developed a job search process model to show the relationship between self-efficacy, job search behaviour, and job search outcomes among 240 skilled immigrant job seekers in Canada originating from 31 countries. We also tested moderating effects of home-country culture value of future orientation and individual level work involvement in these relationships. Hierarchical linear modelling supported a positive relationship between skilled immigrants' job search self-efficacy and job search effort, and between job search effort and number of job interviews obtained. Results also showed that the relationship between job search efficacy and job search effort was stronger at low levels of future orientation and low levels of work involvement. Journal: Int. J. of Services, Economics and Management Pages: 155-174 Issue: 2 Volume: 14 Year: 2023 Keywords: job search; self-efficacy; effort; immigrants; culture. File-URL: http://www.inderscience.com/link.php?id=131131 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:injsem:v:14:y:2023:i:2:p:155-174 Template-Type: ReDIF-Article 1.0 Author-Name: Ghasem Bakhshandeh Author-X-Name-First: Ghasem Author-X-Name-Last: Bakhshandeh Author-Name: Sajad Sharifi Author-X-Name-First: Sajad Author-X-Name-Last: Sharifi Author-Name: Sayed Mohammad Rezaei Author-X-Name-First: Sayed Mohammad Author-X-Name-Last: Rezaei Title: Influence of personalisation and hedonic motivation on repurchase intention: the mediating role of customer experience and loyalty Abstract: The goal of this study is to investigate the effect of personalisation and hedonic motivation on repurchase intention through the mediating role of customer experience and customer loyalty. This study is applied in terms of its purpose and is a survey with correlation approach in terms of implementation. The statistical population of this study includes the customers of Sina Bank in the City of Ahvaz. For data collection a questionnaire consisting of 25 items was used. Data collected from 400 customers were analysed by SPSS and AMOS software packages through statistical tests at both descriptive and inferential levels. The results showed that all research hypotheses except the fourth hypothesis were confirmed. The effect of personalisation on customer experience and loyalty, the effect of hedonic motivation on customer experience, the effect of customer experience on customer loyalty, and the effect of customer experience and customer loyalty on repurchase intention were positive and significant, however, the effect of hedonic motivation on customer loyalty was not statistically significant. Journal: Int. J. of Services, Economics and Management Pages: 42-57 Issue: 1 Volume: 14 Year: 2023 Keywords: personalisation; hedonic motivation; customer experience; customer loyalty; repurchase intention. File-URL: http://www.inderscience.com/link.php?id=129595 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:injsem:v:14:y:2023:i:1:p:42-57 Template-Type: ReDIF-Article 1.0 Author-Name: Sohail Anwar Author-X-Name-First: Sohail Author-X-Name-Last: Anwar Title: Understanding the conceptualisation and strategies of service recovery processes in service organisations Abstract: Many service providers struggle with service recovery (SR) processes, since they do not directly involve customers, and have no bearing on the needs and expectations of customers. The way in which compensation and complaint resolutions are delivered can have a significant impact on how customers perceive of SR and retention efforts in organisations. This study unpacks conceptualisations and the practicality of SR processes in service providing organisations. To meet these objectives, data were collected from reputed public banks using online reviews, semi-structured interviews, and focus group discussion. The results reveal that disruption and frustration typically occur during the first stage of service failure, and there is therefore a need to redesign SR processes so that employees can identify the causes of disruption and understand what customers expect from service providers. This study highlights that focussed engagement, help, feedback, improvements, complaint handling, fair compensation, fast services, apologies, customer participation, the credibility of feedback, and competence are some important factors that can improve the SR processes of public banking organisations. This study presents a conceptual framework that illustrates how SR processes can help banking organisations improve the usefulness of SR processes. Journal: Int. J. of Services, Economics and Management Pages: 175-197 Issue: 2 Volume: 14 Year: 2023 Keywords: service recovery; SR; service failure; complaint handling; customer participation; social media; feedback; banking. File-URL: http://www.inderscience.com/link.php?id=131132 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:injsem:v:14:y:2023:i:2:p:175-197 Template-Type: ReDIF-Article 1.0 Author-Name: Amir Mohammad Fakoor Saghih Author-X-Name-First: Amir Mohammad Fakoor Author-X-Name-Last: Saghih Author-Name: Bahare Sabzevari Bidokhti Author-X-Name-First: Bahare Sabzevari Author-X-Name-Last: Bidokhti Title: Requirements analysis of customer service recovery system in hospitality industry using fuzzy DEMATEL and ANP Abstract: Companies can adopt reactive and proactive strategies for service recovery. This study aimed to identify the requirements of the customer service recovery system in the hospitality industry. Using fuzzy DEMATEL technique, the cause-effect relations between the requirements of the service recovery system were identified and then ranked using the fuzzy ANP (FANP) technique. A model was developed to represent the effective and affected requirements of the service recovery system in the hospitality industry. The senior management support and customer relationship management (CRM) were the most effective and affected requirements, respectively. The literature has traditionally focused more on the basic concepts and conceptual model of service recovery and not covered the requirements of creating a service recovery system. In this regard, this study helps to develop the service recovery theory by identifying the requirements for creating a service recovery system and prioritising them. Journal: Int. J. of Services, Economics and Management Pages: 108-132 Issue: 1 Volume: 14 Year: 2023 Keywords: service recovery; service failure; fuzzy DEMATEL; fuzzy analytic network process; FANP; hospitality industry. File-URL: http://www.inderscience.com/link.php?id=129596 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:injsem:v:14:y:2023:i:1:p:108-132 Template-Type: ReDIF-Article 1.0 Author-Name: Tareq Alblooshi Author-X-Name-First: Tareq Author-X-Name-Last: Alblooshi Author-Name: Moer Azli Author-X-Name-First: Moer Author-X-Name-Last: Azli Author-Name: Mohd Faiz Hilmi Author-X-Name-First: Mohd Faiz Author-X-Name-Last: Hilmi Author-Name: Anas Abudaqa Author-X-Name-First: Anas Author-X-Name-Last: Abudaqa Author-Name: Gouher Ahmed Author-X-Name-First: Gouher Author-X-Name-Last: Ahmed Title: Examining the trends in citizen satisfaction towards e-government services in United Arab Emirates: a structural equation modelling approach Abstract: In the field of public services, the title of citizen satisfaction and dissatisfaction has gotten significant attention both in recent and past literatures. The purpose of this research is to examine the trends in citizen satisfaction for e-government services as observed through service usefulness, service ease of use, information awareness and service quality, based on 364 valid samples from UAE. After examining the measurement model, the structural model is applied through Smart PLS-SEM for both direct and moderating effect, and the study result confirms that there is a significant and positive impact of e-service ease of use, information awareness, e-service quality, and online trust on citizen satisfaction to e-government services. The empirical findings of the study contribute by providing useful and practical insights to various stakeholders who are responsible for managing and providing e-government services for better citizen satisfaction. Journal: Int. J. of Services, Economics and Management Pages: 58-77 Issue: 1 Volume: 14 Year: 2023 Keywords: e-government services; citizen satisfaction; service usefulness; UAE. File-URL: http://www.inderscience.com/link.php?id=129597 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:injsem:v:14:y:2023:i:1:p:58-77 Template-Type: ReDIF-Article 1.0 Author-Name: Donizete Beck Author-X-Name-First: Donizete Author-X-Name-Last: Beck Author-Name: José Storopoli Author-X-Name-First: José Author-X-Name-Last: Storopoli Author-Name: Júlio Carneiro da Cunha Author-X-Name-First: Júlio Carneiro da Author-X-Name-Last: Cunha Author-Name: Eran Vigoda-Gadot Author-X-Name-First: Eran Author-X-Name-Last: Vigoda-Gadot Title: Strategic resource management in private, public, and mixed-owned organisations in cities: the power of strategic urban networks Abstract: This study mapped the seminal intellectual structure, the recent mainstream research, and discussed the evolution from seminal intellectual structure to mainstream research on resource-based View (RBV) for strategic resource management (SRM) in the urban context. We performed bibliometrics through co-citation analysis and bibliographic coupling. Findings: 1) RBV has not been enough for the public, private or mixed organisations to set their SRM; 2) RBV, relational view, industry-structure view, and stakeholder theory are critical for SRM in cities; 3) we conceptualised the term 'strategic urban network' for SRM, which mainly concerns with the dynamic of resources and stakeholders within the urban context. Social capital, dynamic capabilities, human resources, non-human resources, marketing, knowledge-based view, and global and diverse stakeholders are vital aspects for efficient exploration and exploitation in strategic urban networks. In turn, it can result in the better socioeconomic development of cities and performance of public, private, and mixed-owned organisations. Journal: Int. J. of Services, Economics and Management Pages: 198-223 Issue: 2 Volume: 14 Year: 2023 Keywords: resource-based view; RBV; relational view; industry-structure view; stakeholder theory; urban studies; public administration; organisational studies; strategic management; strategic urban networks; strategic networks; urban development; socioeconomic development; social capital; dynamic capability; urban branding. File-URL: http://www.inderscience.com/link.php?id=131134 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:injsem:v:14:y:2023:i:2:p:198-223 Template-Type: ReDIF-Article 1.0 Author-Name: Manorama Maharana Author-X-Name-First: Manorama Author-X-Name-Last: Maharana Author-Name: Remya Lathabhavan Author-X-Name-First: Remya Author-X-Name-Last: Lathabhavan Title: Industry 4.0 and its impact on supply chain management: an overview Abstract: Industry 4.0 envisions a global network of machines that operate autonomously in a smart factory to reduce manual labour and enhance efficiency in the supply chain system. The implementation of Industry 4.0 in supply chain management (SCM) would increase flexibility, quality standards and efficiency. The present study analyses the impact of Industry 4.0 technologies in SCM. For this purpose, a survey was conducted among 167 employees from various industries in India. The study found that most companies to which the respondents belonged have already fully or partially implemented Industry 4.0 technologies. The study described the various benefits and challenges of Industry 4.0 implementation. The study also showed the levels of impacts of various Industry 4.0 technologies on the SCM of different sectors and scales of companies. Journal: Int. J. of Services, Economics and Management Pages: 224-248 Issue: 2 Volume: 14 Year: 2023 Keywords: Industry 4.0; supply chain management; SCM; survey; Chi-square analysis; procurement; warehouse; logistics; fulfilment; aerospace; healthcare; automotive; electronics; radio frequency identification; RFID. File-URL: http://www.inderscience.com/link.php?id=131137 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:injsem:v:14:y:2023:i:2:p:224-248 Template-Type: ReDIF-Article 1.0 Author-Name: Kalender Özcan Atılgan Author-X-Name-First: Kalender Özcan Author-X-Name-Last: Atılgan Author-Name: Özge Koç Author-X-Name-First: Özge Author-X-Name-Last: Koç Title: Investigation of the effect of physical evidence and word of mouth on customer satisfaction and purchase intention in professional services Abstract: Professional services differ from other general services in many ways. Specifically, consumers benefit from physical evidence providing tangible clues in evaluating professional services. This study aims to investigate the effect of physical evidence on customer satisfaction and word of mouth in professional service purchase intentions. In this direction, face-to-face questionnaires were applied to 300 patients who received service from a dental health centre. A structural equation modelling analysis was used to test the hypothetical model. According to the results of the study, it has been determined that the ambient factors of physical evidence affect customer satisfaction and word-of-mouth communication. Also, social factors of physical evidence significantly affected word-of-mouth communication. Additionally, customer satisfaction significantly affects word-of-mouth communication, and word-of-mouth communication influences purchasing intention. In the conclusion, suggestions were made regarding the selection of various professional services for future studies. Journal: Int. J. of Services, Economics and Management Pages: 249-269 Issue: 3 Volume: 14 Year: 2023 Keywords: professional services; physical evidence; customer satisfaction; word of mouth; purchase intention. File-URL: http://www.inderscience.com/link.php?id=132230 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:injsem:v:14:y:2023:i:3:p:249-269 Template-Type: ReDIF-Article 1.0 Author-Name: Tarak Nath Sahu Author-X-Name-First: Tarak Nath Author-X-Name-Last: Sahu Author-Name: Sudarshan Maity Author-X-Name-First: Sudarshan Author-X-Name-Last: Maity Author-Name: Nabanita Sen Author-X-Name-First: Nabanita Author-X-Name-Last: Sen Title: Harsh realities of migrant workers during COVID-19 epoch: an investigation from the backward remote districts in India Abstract: The pandemic revealed horrifying striving truths with multiple hardships and bleak indications of improvements in the socio-economic condition, compelling migrant wage earners to return to their homeland in lieu of their lives at high risk. In the study, researchers have reflected the socio-economic milieu of the impoverished casual migrant labourers in the course of pandemic-induced curbs when they were unemployed and unwaged. The study takes into account 390 migrant workers from West Bengal, India. The pair sample t-test evaluates the socio-economic condition of the migrant workers in the course of pre-pandemic and pandemic periods. The study further evaluates the influencing factors of migrant work. The inference from ordered logistic reveals that the wage difference, standard of education, and if any other family members are engaged as migrant workers significantly predict migrant employability. The study infers that the elongated stern lockdown has significantly affected migrant workers economically and socially. Journal: Int. J. of Services, Economics and Management Pages: 301-320 Issue: 3 Volume: 14 Year: 2023 Keywords: employability; migrant; COVID-19; pandemic; socio-economic; India. File-URL: http://www.inderscience.com/link.php?id=132231 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:injsem:v:14:y:2023:i:3:p:301-320 Template-Type: ReDIF-Article 1.0 Author-Name: Manoj Agrawal Author-X-Name-First: Manoj Author-X-Name-Last: Agrawal Author-Name: Shweta Agrawal Author-X-Name-First: Shweta Author-X-Name-Last: Agrawal Title: A novel hybrid approach for rice plant disease detection based on stacked autoencoder and convolutional neural network model Abstract: Among all staple of foods, rice is most commonly used all over the world. A rice plant disease is a major concern that shows its negative effect on crop yields. If regular and proper diagnosis of these diseases were not carried out, then it may decrease its production, and ultimately rise the food scarcity. Manual diagnosis is quite time-consuming. Therefore, this paper is dedicated to using the benefits of deep learning for the automated detection of diseases. In this paper, a novel hybrid model termed a stacked autoencoder module with ResNet (SAMResNet) is presented by cascading of stacked autoencoder (SAE) and ResNet50 for automated rice plant disease detection and compared with other convolutional neural network (CNN) models such as basic CNN and VGG16. Among all, SAMResNet has achieved highest accuracy of 97%. The benefit of using SAE is that it minimises the learning parameters so that complexity reduces and ultimately improves the detection accuracy with reduced dimensionality. Journal: Int. J. of Services, Economics and Management Pages: 321-344 Issue: 3 Volume: 14 Year: 2023 Keywords: rice disease; deep learning; stacked autoencoder; convolutional neural network; CNN; VGG16; ResNet50; SAMResNet. File-URL: http://www.inderscience.com/link.php?id=132232 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:injsem:v:14:y:2023:i:3:p:321-344 Template-Type: ReDIF-Article 1.0 Author-Name: Mehmet Pekkaya Author-X-Name-First: Mehmet Author-X-Name-Last: Pekkaya Author-Name: Öznur Pulat Author-X-Name-First: Öznur Author-X-Name-Last: Pulat Author-Name: İlknur Zeydan Author-X-Name-First: İlknur Author-X-Name-Last: Zeydan Title: Service quality determiners in higher education: the student's perspective Abstract: Higher education (HE) institutions, which are the highest step in training qualified people, provide economic and socio-cultural added value to their regions by ensuring its sustainability via service quality (SQ) and students' satisfaction (SS). The purpose of this study is to measure the HE SQ/SS, and determining factors that affect SS from HE, and reporting the findings to researchers/decision-makers. According to the results, the sample students' views on the SQ factors can be accepted nonbiased in terms of students' gender and unit of membership in the university but biased in terms of students whose families living in different locations. The factors of 'administrative quality, attitude and behaviour', 'physical environment quality, support infrastructure', 'core educational quality, curriculum', and 'transformative quality' have a quite powerful effect on SS from HE. In case of improving these factors, SS from HE would be increased more effectively than other factors. Journal: Int. J. of Services, Economics and Management Pages: 270-300 Issue: 3 Volume: 14 Year: 2023 Keywords: higher education; HE; service quality; SQ; student satisfaction; SS; Hesqual. File-URL: http://www.inderscience.com/link.php?id=132233 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:injsem:v:14:y:2023:i:3:p:270-300 Template-Type: ReDIF-Article 1.0 Author-Name: Veli Yilanci Author-X-Name-First: Veli Author-X-Name-Last: Yilanci Author-Name: Maxwell Kongkuah Author-X-Name-First: Maxwell Author-X-Name-Last: Kongkuah Author-Name: Seyi Saint Akadiri Author-X-Name-First: Seyi Saint Author-X-Name-Last: Akadiri Title: Impact of sensitivity index on tourism-economic growth relationships Abstract: This study examines the relationship among risk - uncertainties, economic growth and tourism in South Korea over the period 1990Q1-2019Q4. To achieve study stated objective, we derive a new index called the sensitivity index. It is a dimensionless signal used in statistic detection theory that reflects the impact of uncertainties and risks using principal component analysis. We employ the Fourier Toda-Yamamoto predictive test and find one-way causality running from the sensitivity index to tourism. Empirical results show a negative and significant predictive effect of the sensitivity index on tourism and economic growth. Summarily, sensitivity index negatively impacts on tourism development and hence overall economic growth. Thus, governments and policymakers in tourist destinations of the world should focus and pay close attention on enhancing tourist safety, by increasing ties with neighbouring economies, and enforce intelligence on tourists' gathering in any tourist centres among other relevant policy suggestions. Journal: Int. J. of Services, Economics and Management Pages: 345-361 Issue: 3 Volume: 14 Year: 2023 Keywords: tourism; economic growth; sensitivity; index; risk; uncertainties; predictive methods. File-URL: http://www.inderscience.com/link.php?id=132234 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:injsem:v:14:y:2023:i:3:p:345-361 Template-Type: ReDIF-Article 1.0 Author-Name: Tag Lee Author-X-Name-First: Tag Author-X-Name-Last: Lee Author-Name: Amy Wong Author-X-Name-First: Amy Author-X-Name-Last: Wong Title: Factors influencing the adoption of mobile app during the COVID-19 pandemic Abstract: The recent COVID-19 pandemic has fuelled a rise in the adoption of contactless payments such as mobile apps, as consumers shift from cash to digital options in an effort to mitigate the spread of the coronavirus. This study examines the factors leading to customer perceived value and mobile app adoption in workplace canteen services during the COVID-19 pandemic. Data was collected via an onsite intercept interview survey of white- and blue-collar workers at a workplace canteen during the pandemic. The results show that mobile app accessibility, internet connectivity, and perceived safety affected customer perceived value while internet connectivity predicted mobile app adoption. In addition, perceived privacy and security as well as perceived functional quality displayed non-significant effects on both perceived customer value and mobile app adoption. The findings provide insights into the use of mobile apps as part of workplace safety management during and post-pandemic. Journal: Int. J. of Services, Economics and Management Pages: 376-395 Issue: 4 Volume: 14 Year: 2023 Keywords: perceived customer value; adoption of mobile app; mobile app accessibility; internet connectivity; perceived safety; perceived privacy and security; perceived functional quality. File-URL: http://www.inderscience.com/link.php?id=134107 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:injsem:v:14:y:2023:i:4:p:376-395 Template-Type: ReDIF-Article 1.0 Author-Name: Hitesh Jhanji Author-X-Name-First: Hitesh Author-X-Name-Last: Jhanji Title: Student's intention to purchase online air tickets of two developing nations: an extended concept of planned behaviour model Abstract: This article tries to identify the factors influencing the student intention to purchase online air tickets using the concept of planned behaviour of two developing nations India and Nepal. A survey of 200 students, 100 from India and 100 from Nepal, was carried out at a private university in India. These students use air transport for travelling as students are from different countries and different states. The hypothesis was tested using multiple regression analysis. Empirical findings confirmed that students in India and Nepal are primarily motivated by a desire to save money when purchasing airline tickets. Perceived behavioural control in Nepal and trust in India is the second factor which influences the purchase intention of students. Students' purchase intentions are unaffected by attitudes and subjective norms. The findings can enhance the understanding of airline companies by offering relevant implications from student's perspective in improving marketing strategies and customer services. Journal: Int. J. of Services, Economics and Management Pages: 363-375 Issue: 4 Volume: 14 Year: 2023 Keywords: airlines; purchase intention; online air tickets; developing countries; perceived behavioural control; trust; price saving. File-URL: http://www.inderscience.com/link.php?id=134108 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:injsem:v:14:y:2023:i:4:p:363-375 Template-Type: ReDIF-Article 1.0 Author-Name: Furquan Uddin Author-X-Name-First: Furquan Author-X-Name-Last: Uddin Title: Antecedents of product innovation and the role of product organisational units in the life insurance industry: a case study of LIC of India Abstract: The present study aims to examine the antecedents of product innovation and the role of product organisation in the life insurance industry in general and the LIC of India in particular. This study uses Garrett's ranking technique to examine the factors under consideration on a sample of 107 officials working in several offices of LIC of India. The present study reveals that the LIC of India focuses on product innovation on account of its growth, market strategy, competition, and other factors. Further, the new product committee, actuary, underwriting, and followed by other organisational units, play a crucial role in the product organisation of LIC of India. The concept of product innovation and product organisation has not been discussed in the context of life insurance so far; therefore, this present study is distinct and brings novelty to the existing literature. Journal: Int. J. of Services, Economics and Management Pages: 435-451 Issue: 4 Volume: 14 Year: 2023 Keywords: product innovation; product organisation; life insurance; LIC of India; Garrett's ranking technique. File-URL: http://www.inderscience.com/link.php?id=134109 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:injsem:v:14:y:2023:i:4:p:435-451 Template-Type: ReDIF-Article 1.0 Author-Name: Hadi Balouei Jamkhaneh Author-X-Name-First: Hadi Balouei Author-X-Name-Last: Jamkhaneh Author-Name: Ahamad Ghorbanpour Author-X-Name-First: Ahamad Author-X-Name-Last: Ghorbanpour Author-Name: Reza Shahin Author-X-Name-First: Reza Author-X-Name-Last: Shahin Title: Multi-level configuration of sustainability drivers of the municipal service supply chain with uncertainty Abstract: The main purpose of this research is to design a multi-level model of service drivers to provide sustainable urban services by considering uncertainty. First, by reviewing the literature, twenty-seven service drivers are identified and using the content analysis approach (CAA) common service drivers are combined and then, a few of them, which required low frequency, are removed from the list of statistics. Then, by using the experts' opinions and CAA, service driver adaptation is performed for our case study. The demographic population of this study includes managers, deputies and experts working in the municipalities of Bushehr province. In order to analyse the data, an interpretive structural modelling is employed. Findings show that the incentives of 'rules and regulations', 'energy management', 'social responsibility', 'recycling management', 'carbon emission management', 'service management services' and 'education and culture' are at the root levels of the model, and they have higher impact. Journal: Int. J. of Services, Economics and Management Pages: 414-434 Issue: 4 Volume: 14 Year: 2023 Keywords: service supply chain; sustainable service supply chain management; municipality; fuzzy interpretive structural modelling. File-URL: http://www.inderscience.com/link.php?id=134110 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:injsem:v:14:y:2023:i:4:p:414-434 Template-Type: ReDIF-Article 1.0 Author-Name: Avani Raval Author-X-Name-First: Avani Author-X-Name-Last: Raval Author-Name: Diljeetkaur Makhija Author-X-Name-First: Diljeetkaur Author-X-Name-Last: Makhija Title: Application of the theory of planned behaviour to predict Indian consumers' intention to purchase organic food Abstract: Organic food and its consumption are at a promising stage in India due to health and environment concerns. The current study examines the intentions of Indian customers to purchase organic food through defined constructs of 'theory of planned behaviour'. Further, the study has also incorporated additional constructs based on an extensive literature review. Hypo-deductive research design was adopted for the study. The proposed framework was tested by examined data collected from 314 consumers using structural equation modelling. Mediating effects on purchase intention were investigated through attitude towards environmental attributes. Results confirm that subjective norms and attitude positively influence on consumers' purchase intention. Further, it determines that environmental attributes have positive influence on attitude. Additionally, attitude is found to have a strong positive mediating effect for environmental attributes on purchase intention. The study provides various contributions to theory and practices towards consumer purchase intentions by examining the proposed model in Indian context. Journal: Int. J. of Services, Economics and Management Pages: 396-413 Issue: 4 Volume: 14 Year: 2023 Keywords: organic foods; environmental attributes; attitude; purchase intentions; mediation; theory of planned behaviour; TPB; India. File-URL: http://www.inderscience.com/link.php?id=134111 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:injsem:v:14:y:2023:i:4:p:396-413 Template-Type: ReDIF-Article 1.0 Author-Name: Zoryana Ravlinko Author-X-Name-First: Zoryana Author-X-Name-Last: Ravlinko Author-Name: Vitaliy Shliakhetko Author-X-Name-First: Vitaliy Author-X-Name-Last: Shliakhetko Author-Name: Uliana Motorniuk Author-X-Name-First: Uliana Author-X-Name-Last: Motorniuk Author-Name: Nina Petrukha Author-X-Name-First: Nina Author-X-Name-Last: Petrukha Author-Name: René Pawera Author-X-Name-First: René Author-X-Name-Last: Pawera Title: Formation, development and use of human capital: aspects of personnel security in a military conflict Abstract: The main purpose of the article is to study the key aspects of the formation, development, and use of human capital in a military conflict. The methodology involves the use of modern research methods. One of the main methods was the IDEF modelling technique methodology. Human capital becomes an object of competition between countries as the most valuable resource in strengthening specific positions in the global economic space. Less economically developed countries become donors in the export of labour, spending resources on the formation and development of human capital, but cannot use it effectively. A war-victim country loses its workforce when refugee-protecting countries have the opportunity to increase their national human capital. Human capital requires special attention from each state, in particular, primarily based on the need to reduce risks and eliminate threats and more effectively use new opportunities. Journal: Int. J. of Services, Economics and Management Pages: 452-466 Issue: 4 Volume: 14 Year: 2023 Keywords: human capital; personnel security; investment; military operations; labour migration; refugees. File-URL: http://www.inderscience.com/link.php?id=134125 File-Format: text/html File-Restriction: Access to full text is restricted to subscribers. Handle: RePEc:ids:injsem:v:14:y:2023:i:4:p:452-466