International Journal of Business and Systems Research (32 papers in press)
Importance-Performance Analysis of Service Quality Dimensions for the Bangladeshi Hotel Industry
by Mahbubar Rahman, Rafikul Islam
Abstract: In global competitive markets, hoteliers are looking to satisfy guests for repeat customers. Achieving satisfied guests is not an easy task. This study evaluates the service quality of Bangladeshi hotels using gap analysis, SERVQUAL and importance-performance analysis (IPA). The results showed that hotel guests satisfaction regarding service attributes are lower than the importance assigned to the measurement attributes. The widest gap was found in staff response and additional amenities, especially the commitment of hotel staff towards their guests. Also, the IPA grid showed that eight services attributes fell into the concentrate here quadrant. This means that hotel management should take immediate action on these attributes for the betterment of the industry.
Keywords: service quality; gap analysis; SERVQUAL; importance-performance analysis (IPA); IPA grid; hotel industry; Bangladesh.
The value of inventory and the direction of the supply chain bullwhip effect
by Sima Fortsch
Abstract: The bullwhip effect (BWE) is the amplification of demand variability in a supply chain. The traditional view has this effect move horizontally upstream through the supply chain, while the reverse view has this effect move downstream (e.g., from manufacturing toward retail). The bullwhip effect can be quite costly for industry and society as a whole; hence, many researchers have been motivated to study causes of the bullwhip effect to manage, reduce, or eliminate it. This study is an empirical investigation of the supply chain bullwhip effect in which a three-stage supply chain is examined using monthly industry-level data from the U.S. Census Bureau (from 1992 through 2011). Of specific interest is the direction of the bullwhip effect and whether the effect is influenced by the value of inventory and inventory to sales ratios. Two sets of time series regression equations are used to detect the bullwhip effect and its direction in the supply chain. Empirical evidence is found suggesting the bullwhip effect of the supply chain member is influenced by the BWE of the other members, as well as the values of inventory and inventory to sales ratios of own member and other members of supply chain. In addition, there is evidence that the direction of the bullwhip effect is not influenced by the members horizontal positions in the network. It is also shown that the wholesale bullwhip effect exhibits heteroscedastic and nonstationary behavior; thus, making it difficult to predict the BWE of this member over a long-horizon time period. For the manufacturing and retail industries, however, BWE could be predicted.
Keywords: inventory; bullwhip effect; reverse bullwhip effect; econometrics; regression; time series.
Developing Models of DOE and Simulation to Maximize output of Tomato Concentrated Pulp processing Unit
by C.S. Chethan Kumar, N.V.R.Naidu Naidu, Rajeshwar S. Kadadevaramath
Abstract: In developing country like India agriculture is the main stay of the economy. Agricultural industries and related activities can account for a considerable proportion of their output. Due to insufficient demand, weak infrastructure, poor transportation and perishable nature of the crops, the grower sustains substantial losses. Even established fruit and vegetable canning factories or small/medium scale processing centers suffer huge loss due to erratic supplies. The main objective of fruit and vegetable processing is to supply wholesome, safe, nutritious and acceptable food to consumers throughout the year. Fruit and vegetable processing projects also aim to replace imported products like squash, jams, tomato sauces, pickles, etc., besides earning foreign exchange by exporting finished or semi-processed products. For example, a particular variety of fruit which may be excellent to eat fresh is not necessarily good for processing. Processing requires frequent handling, high temperature and pressure. Many of the ordinary varieties of tomatoes, for instance, are not suitable for making paste or other processed products. Simulation was carried out for the updated model for a period of ten days with five replications. From the results obtained from the DOE, noises in the factors (Steam losses, Minor stoppages) were reduced by implementing the mentioned techniques. The runs are randomized using MINITAB software. A cost matrix was made to create a tradeoff between all factors that were affecting the performance. This resulted in the increase of throughput rate in the real scenario. This research project demonstrates the practical application of Design of Experiments(DOE) showing how it can bring real breakthroughs in productivity of fruit(Tomato) processing industry. This research work was carried out with the objective of designing new decision making method for controlling the production and material flow in the process industry
Keywords: Process industry; Simulation Model; Runs; Steam Losses; DOE; Minor stoppages.
Integrated Model of Teamwork for Team Effectiveness Analysis: An Empirical Study
by Brian J. Galli, Mohamad Amin Kaviani
Abstract: This paper utilizes an empirically validated team model to evaluate a real organizations team effectiveness and efficiency issues. It provides recommendations to improve these deficiencies. The Integrated Model of Teamwork (IMT) is used to evaluate performance effectiveness of a Navy Missile Requirements Engineering (NMRE) team in US. While the team performs at a satisfactory level, they face obstacles involving structure, member knowledge, skills, and abilities (KSAs); communication; conflict resolution; coordination and collaboration; member motivation; member training; team cohesion and potency; and team learning. Finally, the IMT model led to recommendation development. An implementation plan was developed for the organizational level. The NMRE team should utilize it to resolve key problems identified in the team.
Keywords: Team Effectiveness; Integrated Model of Teamwork; Team Dynamics; Leadership; Military Application.
WHAT ARE E-COMMERCE POSSIBLE CHALLENGES IN DEVELOPING COUNTRIES: A CASE STUDY OF NIGERIA
by Habib Ullah Khan, STELLAMARIS UWEMI
Abstract: The overarching goal to achieve the vision of Nigeria (NV2020) cannot be realized without the synchronized effort of all the sectors. To help the country and policy makers to identify the hurdles in attaining these lofty goals, the present work tried to bring the views of customers and operators of e-commerce into limelight. The study is primary data based and the data is collected using a questionnaire that is drafted separately for both the parties, operators and customers of Nigeria. Because of the limitations, the study could collect the data from ten operators and 200 customers and advanced statistical techniques are exercised. The data collected from the customers revealed that though they are interested in e-commerce operations (like online trading), majority are unable to complete the tasks successfully. This is because of the bottlenecks being encountered with respect to various sectors. In addition, the correlation analysis proved that the challenges of e-commerce have majority bearing on the economy of the country. On the whole, the study not only provided inputs to the policy makers, but also explained the operators of e-commerce about the capabilities, requirements and problems of the customers in performing successful e-commerce transactions.
Keywords: NV2020; e-commerce Challenges; operators; economic development; Nigeria.
An end-to-end system to enhance business process performance through new outsourcing to the Cloud strategies
by Mouna Rekik, Khouloud Boukadi, Hanêne Ben Abdallah
Abstract: This paper proposes an end-to-end system entitled Business Process Outsourcing for Performance Enhancement (BPO4PE). It presents a deep analysis and research of the BPO to the Cloud life-cycle starting from the identification of the business process outsourcing criteria with until the selection of business process activities to be outsourced as well as the most suitable Infrastructure as a Service (IaaS) offering to support their execution. We evaluate the system through different experiments that prove its good performance.
Keywords: BPO; Cloud; NSGA II; BPMN2.0.
Exploring the Role of Human Resource Practices in Organizational Empowerment in Developing Countries: Evidence from Power Industry in Iran
by Hossein Mansoori, Ali Shaemi Barzoki, Mohammad Hossein Moshref Javadi, Masoud Kianpour
Abstract: In human resource management (HRM) system, there are many factors that can affect the organizational empowerment. Human resource practices are some of these important factors, which were mainly studied at individual level and were rarely explored at the organizational level. Focusing on power industry in Iran, the current study sought to develop and test an organizational empowerment model based on human resource practices. A mixed methods approach was utilized, including a grounded theory study that was followed by a quantitative phase. The qualitative phase was conducted to develop an organizational empowerment model based on human resource practices.The hypotheses developed in the qualitative phase were tested through quantitative phase, including structural equation modeling.The results revealed that views and attitudes towards human resources as causal factors had significant effects on human resource practices; and human resource practices, contextual factors, as well as intervening variables had significant impacts on organizational empowerment strategies.
Keywords: Human Resource Systems; Human Resource Practices; Organizational Empowerment; Intraorganizational Empowerment; Interorganizational Empowerment; Extraorganizational Empowerment; A mixed-method approach,Grounded Theory; Structural Equation Model.
Towards the Verification of Cyber-Physical Processes based on Time and Physical Properties
by Imen Graja, Slim Kallel, Nawal Guermouche, Ahmed Hadj Kacem
Abstract: Cyber-physical systems (CPS) enable the development of complex real-world applications through the integration of computing and non-computing elements. At-design time, a cyber-physical process is a set of cyber and physical activities performed to accomplish a common goal in a given amount of time. The collaboration between the cyber-physical processes, through exchanging messages and objects, describes the behavior of networked cyber-physical systems (NCPS). CPS have time-related and physical properties, which are crucial to the correctness of their execution. However, when we specify the collaboration between multiple processes, some combination of their corresponding properties can be conflicting. This conflict renders the participating cyber-physical processes incompatible. We observe two types of problems: implicit time-related, and physical-related incompatibilities. In this paper, we propose a novel approach to verify the compatibility of collaborative cyber-physical processes with time-related and physical properties. In order to accomplish our verification, we first define a set of constraints that specify the structural, time-related, physical and synchronization properties. Next, based on the defined constraints, we automatically transform the NCPS model into a constraint satisfaction model. Finally, we analyze the generated constraint satisfaction model to check its consistency. We demonstrate the applicability of our approach through a case study and discuss its effectiveness in modeling and verifying the cyber-physical processes.
Keywords: Cyber-physical systems; Time-related Properties; Physical Properties; Collaborative behavior; Constraint Satisfaction Problem; BPMN; Compatibility of processes.
Prioritising Disclosures of Information in Analyst Reports using the Analytic Hierarchy Process: Evidence from Malaysia
by Hassanudin Mohd Thas Thaker, Azhar Mohamad
Abstract: This paper aims to document investor priority of information disclosed in analyst reports which has not been extensively researched in the context of Malaysia. For the purpose of analysis, this study uses primary data via a survey method. The data is analysed using a versatile multi-criteria decision-making approach, known as the Analytic Hierarchy Process (AHP). Findings reveal that investors place higher priority towards valuation in making an investment decision, followed by earnings summary, share performance, forecast revision, share information, financial indicators, segmental analysis, and scorecard in their use of the analyst report. The study is the first attempt to illustrate the priority of information disclosure in analyst reports given by investors when making an investment decision. Since this area of analyst recommendation is untapped in the context of Malaysia, the result of this study is expected to enrich the existing literature available in the field of analyst reports.
Keywords: Analyst report; Analytical Hierarchy Process; Malaysia.
A Mathematical Model for Measuring and Managing Macrosustainabilty
by John Wang, Ray Qing Cao, Vicky Ching Gu
Abstract: In order for the human race to continue to thrive in the long term, we have to learn how to manage our natural resources wisely. In order to manage something you must first be able to measure it. Macrosustainabilty is the key to finding solutions to megaproblems facing the Earth such as insufficient access to food, environmental degradation, declining natural resources, and deteriorating communities. This paper measures and manages global macrosustainabilty. An optimization model has been set based on the five categories.
Keywords: macrosustainabilty; megaproblems; economic sustainability; health sustainability; social sustainability; environmental sustainability; business ecosystemrn rn.
Assessing Service Quality using Fuzzy Numbers and TOPSIS: An application to Self-Contained and Serviced Apartments
by Juan Carlos Martín, Cira Mendoza, Concepción Román
Abstract: This research paper proposes a methodological framework to assess the service quality (SQ) of self-contained and serviced apartments (SCSAs). The study is based on 2753 surveys administered in a SCSA resort located in the south of Gran Canaria Island. SQ is based on a questionnaire that contains a list of 48 attributes. The answers format is based on a 4-facial expressions scale that cannot be easily transformed in a numeric scale. Thus, the ambiguity and possible biased analysis has partly overcome applying the fundaments of the Fuzzy Set Theory. TOPSIS approach is then employed to obtain a synthetic SQ indicator. Finally, an observation-attribute relative performance analysis is developed to identify the operational areas that need improvement or can keep up the good work. The findings of this study may assist managers and policy planners with important insights about the attributes that tourists value more.
Keywords: Fuzzy numbers; TOPSIS; Service quality; Extra-hotel industry; SCSAs; Elasticity; Serviced-apartments; Ideal Solutions;Attribute Relative Performance; Observation Relative Performance.
Managing University Rank and Tenure Decisions Using a Multi-criteria Decision-Making Approach
by Enrique Mu, Cynthia Nicola
Abstract: Faculty evaluation in academia is a serious concern for higher-education administrators. This study develops a model for rank and tenure (R&T) decisions using an Analytic Hierarchy Process (AHP) multi-criteria decision-making (MCDM) approach. Literature review suggests most R&T evaluations are rather subjective in many institutions. A case method approach is used for the development of a model and demonstration of its use. The proposed evaluation model provides objectivity, transparency and customization for R&T committee decisions in higher-education institutions.
Keywords: AHP; Analytic Hierarchy Process; rank and tenure; university promotion decisions; decision transparency.
Hedonic Preference for Technological Devices Justified by Utilitarian Application
by Emílio José M. Arruda-Filho
Abstract: This study analyses consumer behaviour for bundled mobile phones, and tests the perception that integrated products have higher hedonic, rather than utilitarian, value. The study covers a variety of scenarios based on brand, price, and preference (hedonic or utilitarian) in the selection of mobile telecommunications devices. Two studies are developed on two specific themes: benchmarking of hedonic and utilitarian values according to consumers current mobile phones, and hypotheses testing of consumer preferences related to hedonism/utilitarianism under the conditions of brand, price, and mobile characteristics (kind of convergence) proposed. This study enhances understanding of consumers preferences and market tendencies according to their values related to hedonic and utilitarian characteristics converged in mobile devices. Thus, it has academic implications related to the theory of technology convergence according to the characteristics of new products that can lead to a combined hedonic, social, and utilitarian values perception. In terms of practical implications, the findings enhance comprehension for enterprises regarding which features/attributes, according to significance, are most closely related to the various scenarios that consumer are exposed to.
Keywords: hedonic value; utilitarian value; technology preference; bundle products.
A multicriteria approach to the prioritization of stock investment funds
by Frederico Silva Valentim Sallum, Luiz Flavio Autran Monteiro Gomes, Maria Augusta Soares Machado
Abstract: In this paper the performance of 9 stock investment funds present in the Brazilian market is analyzed for the period from May 2015 to April 2017. The key objective is to establish 4 ways to rank the funds under analysis taking into account future financial contributions and investors with different points of view. Initially the TOPSIS method is applied considering the months as criteria and this leads to producing a degree of power for each fund. By using returns of the funds the accumulated rate and volatility are determined for each fund in 2 periods. As a next step the degree of influence between funds is computed and the WINGS method is applied. WINGS leads to 4 prioritizations of the funds in order to fit to the different points of views of financial experts.
Keywords: Prioritization of stock investment funds; Performance of stock investment funds; Multicriteria analysis; TOPSIS method; WINGS method.
The Impact of Governmental policy on the Relationship between IT systems inputs and Business Performance: A Comparison of Large Corporations and SMEs in Taiwan
by Hsin-Pin Fu, Hsiaoping Yeh, Wen-Chin Yeh, Tzu-Ling Chien
Abstract: To rapidly adapt to global competition, manufacturers business models have shifted from a company focus to a focus on the whole supply chain. The Industry Global E-Logistics Diffusion Plan has provided funds for manufacturers to establish their IT-based logistics systems. However, the performance of such establishments has not yet been evaluated, particularly under the influences of government policy. This study investigated the impacts of successful IT-based logistics systems and partnership in the supply chain on business performance moderated by government policy and organizational effects. The findings show that, for both large corporations and small-and-medium companies, their IT inputs and partnership would positive affect business performance. Government policy shows its moderating effect on IT inputs boosting up business performance. Yet, particularly for large corporations, organizational factors can also moderate the causal relationship between IT inputs and business performance.
Keywords: IT input; partnership; organization; government policy; business performance.
Environmental Uncertainty and Corporate Social Responsibility
by Brian Chabowski, Sharon Huang, Li Sun
Abstract: This study examines the impact of environmental uncertainty on corporate social responsibility (CSR). Using a 23-year panel sample with 3,053 unique U.S. firms and 23,742 firm-year observations, we test the ethics view and risk management view of corporate social responsibility. We find a significant and negative relationship between environmental uncertainty and corporate social responsibility, suggesting that firms are less likely to engage in corporate social responsibility activities when faced with an uncertain environment. Our results support the ethics view of corporate social responsibility. These insights should interest policymakers who implement guidelines on CSR and firms that are considering adjusting their CSR levels. Our results should also provide practitioners with useful insights regarding which specific determinants are associated with a companys level of CSR activities, and interest firms that attempt to incorporate CSR in their business systems.
Keywords: environmental uncertainty; corporate social responsibility ; business systems.
Decreasing operational costs of nonprofit community-based blood centers
by Sima Fortsch, Qunfeng Liao
Abstract: Blood is a necessary resource for hospitals; however, acquiring blood poses several challenges for blood centers and hospital blood banks. First, blood is a perishable and natural resource that cannot be manufactured at the time of need. Second, supply and demand of blood are uncertain due to seasonality, natural disasters, and availability of donors. Third, blood centers and hospital blood are challenged in acquiring blood economically, as the price of one package of blood has reached the price of an iPad. Prior research shows the popular Economic Order Quantity (EOQ) model is not applicable to blood orders due to the ample shortages that result from the model. In order to provide fresh inventory and to reduce operational costs, this study employs an econometric methodology known as AIAO (ARMA-in-ARMA-out, where ARMA stands for Autoregressive Integrated Moving Average) combined with lean managerial accounting practices to place orders. Results show that applying the above system of ordering could supply fresh blood inventory and decrease operational costs for blood centers.
Keywords: perishable; wastage; shortage; gross income; inventory turnover; ordering; systems.
SCORE Framework: A Layered Approach for Enterprise Architecture
by Priyanka Chakraborty, Anirban Sarkar
Abstract: Continuous and rapid changing business environment is a driving force for agile enterprise system because several new services and solutions are emerging from the multiple exchanges over time. A suitable Enterprise Architecture Framework (EAF) must be established for established for effective delivery of enterprise level technologies by adopting service-oriented architecture (SOA). However, existing non-SOA based EAFs are lacking of adopting such agility. On the other hand, existing SOA-based EAFs though can resolve the issues of flexibility and scalability, but they are less efficient to handle context sensitivity and agility of Enterprise System. To address these challenges, this paper proposes a novel SOA-based EAF, called SCORE framework that is comprised of five loosely coupled layers. Besides formal description, the proposed SCORE framework is illustrated with detailed case study on Care Management System. Moreover, a detailed comparative analysis is performed to express the strength of the proposed framework over the existing approaches.
Keywords: Enterprise Architecture Framework; Context Modelling; Service Oriented Architecture; Feature Graph; Interaction and Flow Graph; Collaboration Graph; Re-configurability; Systems; Technology.
SYSTEM DYNAMICS MODEL FOR SERVICE QUALITY IMPROVEMENT: A CASE STUDY OF SURAKARTA TOURISM, INDONESIA
by Santi Novani, Lidia Mayangsari, Nurtami Prihadi, Yudi Azis
Abstract: Value co-creation concept implies that customers can actively participate in every stage of the service development process. Service providers are encouraged to build a unique and memorable experience to remain competitive. The concept is applicable in tourism settings. This study adopts system dynamics approach to study the conditions of tourism in Surakarta city, Indonesia. This study incorporates SERVQUAL dimensions of tangibility, reliability, responsiveness assurance, and empathy to construct a co-created tourism policy in the city. There are five interventions proposed in the study: infrastructure, platform, human resource, events, and promotions. The study reveals that to increase the number of tourists, Surakarta city is urged to invest bigger in the transportation sector and perform interactive online platform to accommodate a co-creation among stakeholders in the tourism sector. This study proposes alternatives to help the decision maker to understand the complexity of tourism sector in Surakarta both in theory and practice.
Keywords: Surakarta; Customer Value Co-Creation; System Dynamics; Service Quality.
Key factors impacting information quality: an empirical study of Thailand's healthcare sector
by Intiraporn Mulasastra, Donyaprueth Krairit
Abstract: Quality of information produced by information systems is important to organisations, affecting all aspects of business from operations to strategic management. Few empirical studies have examined the factors influencing information quality (IQ) using quantitative methods. By reviewing the extensive literature in the information systems (IS) and IQ research areas, this study developed an IQ determinant model and measurement instruments for empirically investigating factors that influence IQ at the organisational level. Our model consists of five IQ determinants: IQ control, IS support, system usefulness, IQ leadership, and IQ education and training. We conducted reliability and validity tests by using data collected from 345 public hospitals in Thailand. Hypotheses were tested using structural equation modelling. The results indicate that other than IS support and system usefulness, IQ control (IQ assessment, root causes analysis, and IQ improvement) impact IQ. Hence, Thai public hospitals should institutionalise IQ control similar to quality control in a manufacturing context.
Keywords: data quality; information management; information quality control; information quality determinant; hospital information system; HIS; success factors; management information system.
Selecting appropriate operations strategy using project management concepts: an economic analysis approach
by Mohaddeseh Yaghtin, Mehdi Abbasi
Abstract: Having an effective operations strategy (OS) is a key element in protecting competitive capabilities of any company. OS supports the business strategy and should be accurately selected in a way that the organisation can be positioned among the competitors. The main objective of this study is to provide valuable insights for project managers to select the most appropriate OS for their enterprise using economic analysis approach. We propose a seven-step algorithm which makes the decision-makers able to make an optimum decision for organisation's OS selection on the basis of economic analysis of OS alternatives. This is the first study which presents such an OS selection framework and incorporates project management and OS contents. First we consider each OS alternative as a program (a group of projects) and define some group of projects for actions required in intersections of OS matrix related to each program. Then, by determining the dependencies among the projects of each program as well as providing some information about the projects, we can estimate cash flows of programs. Thus, we can financially evaluate the programs and select the most profitable and appropriate OS. The presented algorithm assists the managers to apply the most financially effective OS for their company. The validity of the algorithm is demonstrated through conducting a case study.
Keywords: operations strategy; project; program; project management; financial performance; economic analysis methods; selection: operations strategy matrix.
Measuring efficiency in US teaching hospitals associated with quality variables
by Jeong Hoon Choi, Dong-Hyun Oh
Abstract: This research compares the efficiency of US teaching and non-teaching hospitals as estimated by using data envelopment analysis. Labour costs, capital costs and other operating expenses are employed as input variables. The research models are divided into two main cases based on different sets of outputs. In both cases, teaching hospitals show higher efficiency scores than non-teaching hospitals. For-profit hospitals show higher efficiency scores than not-for-profit or governmental hospitals. With regard to the size, larger hospitals are associated with higher efficiency scores. Regional variations are detected, but they seem to fade in comparing some regions. This paper addresses the economically important question of what explains heterogeneity in production functions across hospitals by measuring the efficiency of hospitals, including quality variables. The inclusion of quality metrics in efficiency estimates represents an improvement over similar existing studies, since patient outcomes are key to considering welfare implications in the healthcare sector.
Keywords: data envelopment analysis; DEA; hospital efficiency; quality indicators; healthcare industry.
The live sheep export supply chain: when operational and societal complexities collide
by Elizabeth L. Jackson, David Adamson
Abstract: This paper takes a supply chain perspective on the business systems involved in the trade of live sheep from Australia to the Middle East. Live export supply chains are complex as they must encompass efficiency, maintenance of quality and adhere to international animal welfare protocols. This paper explores the consequences resulting from business systems' failure, based on a case study from 2012 when protocols in the international trade of live sheep were compromised. Key themes to emerge from the case study relate to supply chain control and resilience, the moral obligations of governments to manage societal exposure to unsafe food and the management of unscrupulous operators in the food supply chain. The originality of this work lies in its consideration of 'live cargo' and the challenges of unforeseen circumstances in managing the physical distribution of live animals transported by sea.
Keywords: resilient supply chains; food safety; business communications.
A systematic literature review on technology transfer from university to industry
by Ximena Patricia López Mendoza, David Santos Mauricio Sanchez
Abstract: Technology transfer is considered as a continuous process characterised by the transmission of knowledge generated by the university, government agencies, and any institution capable of generating knowledge to an enterprise that allows it to innovate and expand its technological capabilities to get a competitive advantage in the marketplace. This paper aims to know the current status of the latest research related to the technology transfer from university to industry, for it has been made a systematic review of the literature proposed by various authors in order to answer the following research question: What are the agents, mechanisms, stages, models, and factors in the technology transfer? It has identified 15 models, 15 mechanisms, three agents, 30 positive and 21 negative factors which influence the transfer process, and it concludes that universities have developed technology transfer models but these are based on different realities and contexts of each region.
Keywords: technology transfer; transfer models; transfer factors; transfer mechanisms; industry-university.
Competitive strategy of family businesses through CSV - case study of a family business in Mie Prefecture, Japan
by Keiko Nishioka, Kiminori Gemba, Keisuke Uenishi, Atsuko Kaga
Abstract: Many companies, not only in Japan but also around the world, are family businesses and are the main drivers of the economy. For any revitalisation of local communities, the innovation of regional companies is indispensable and if such innovation is realised through regional partnerships and leads to a solution of the challenges confronted in the region and the society at large, it will realise the best possible scenario by which both the society and businesses will prosper. In other words, it is not appropriate for a company to pursue only its own interests. Michael E. Porter has proposed the concept of creating shared value (CSV) and pointed out the importance of sharing values with the regional community. This paper proposes a hypothesis in which CSV, which is important for business management, can also become a source of competitive advantage for companies and analyses the strategic management of a family business in Mie Prefecture. Through detailed case studies, the paper demonstrates that CSV can become an effective competitive strategy for family business and also clarifies conditions for CSV to generate sources of competitive advantage.
Keywords: family business; creating shared value; CSV; competitive advantage; competitive strategy; regional society and businesses; regional contribution; open innovation and collaboration.
Linking CRM to customer-oriented behaviour through service climate perceptions
by Mei-Ling Wang
Abstract: Integrating the capability view of customer relationship management (CRM) with service climate research, this present study developed a conceptual two-level model that links CRM to customer-oriented behaviour through service climate in service organisations. Data from 629 customers involving 141 bank consultants of retail banks in Taiwan was collected via a questionnaire and analysed using hierarchical linear modelling. The results revealed that CRM was related to service climate perceptions, which, in turn, positively predicted customer-oriented behaviour. In addition, the relationship between CRM and customer-oriented behaviour was mediated by service climate perceptions. Both theoretical and practical implications are discussed as well as future research directions.
Keywords: service climate perception; customer-oriented behaviour; customer relationship management; CRM.
A systems model of using the Deliberate Leadership® framework for addressing wicked problems
by Gayle Peterson, Robert M. Yawson, John Sherman, Ivy Johnson-Kanda
Abstract: This study is predicated on the premise that addressing wicked problems through business practices and social innovations will need new leadership and organisational development strategies for helping organisations mirror practices and approaches internally with staff and externally with stakeholders. The Deliberate Leadership® Model was developed as a subsequent of this need. This study illustrated the key implications for practice and for research of the Deliberate Leadership model using a multi-case study approach. The paper reviews wicked problems and discusses the epistemological genesis of the Deliberate Leadership framework. Using a multi-case method approach, the Deliberate Leadership is illustrated, and a baseline understanding of the use of the Deliberate Leadership approach in addressing wicked problems is discussed. A systemic model depicting the critical links in identifying wicked problems and the use of the Deliberate Leadership Framework (DLF) for addressing 'wickedly' complex problems is developed.
Keywords: adaptive challenges; complexity theory; Deliberate Leadership; social change; systems model; wicked problems.
Customer participation in business ecosystems: an integrated approach of system dynamics and fuzzy sets
by Azizbek Marakhimov, Jaehun Joo, Jaegeol Yim
Abstract: Today, customers are not only consuming products and services but also actively participating in creating value. However, there is little research on customer participation in business ecosystems. As such, effects of customer participation in business ecosystems remain under-researched. The purpose of this study is to measure the effects of customer participation on business ecosystem health. This study analyses the effects of customer participation by proposing an experimental framework that combines system dynamics modelling and fuzzy sets. The study identifies and simulates four types of business ecosystems (open customer-intensive, modest, partner-collaborated, and vertically controlled). The simulation results suggest that customer participation positively influences business ecosystem leader's (keystone) financial performance, innovation capability, and the business ecosystem's health. The simulation results show that: a) customer participation in production in operations, design, delivery, and sales positively influences a keystone's revenue and business ecosystem health; b) customer participation in promotion and idea generation increases a keystone's innovation capability. Furthermore, the results show that the effect of customer participation varies across the four types of business ecosystems. This study offers important theoretical and practical implications on four types of business ecosystems. They help practitioners develop better strategies to involve customers into co-creation and enhance the health of the business ecosystem.
Keywords: business ecosystem health; customer participation; co-creation; sustainability; system dynamics; fuzzy logic; business ecosystems.
Innovation in practice: the NIT-Mantiqueira's cluster case
by João Oliveira Junior, Oscar Salviano, Frederic Andres
Abstract: The paper discusses the application of a management model based on best practices related to scientific, technological and innovation-oriented collaborative issues among institutions and companies, focusing on human capital management and structural capital management. These two kinds of capital are extracted from the organisation value model. It is worth noting that they allow defining all legal and intellectual portfolios, and technological assets, which are required for innovation support, and, therefore to making run the NITs.
Keywords: innovation system; regional clusters; intellectual property; legal services.
Selection of a faculty member in academia: a case for verbal decision analysis
by Helen M. Moshkovich, Alexander I. Mechitov
Abstract: Personnel selection problem is often viewed as a multi criteria problem and there are many examples when different multi criteria techniques support the process. The multi criteria approach was used in several studies of faculty selection in academia but not many recognised that there were peculiarities in the selection process. Most studies concentrated on rank ordering of a small number of finalists while one of the main tasks of the search committee in academia is to select a smaller number of candidates from a possibly large pool of applicants for a more thorough review. In our paper we propose a three-step approach to the problem and recommend verbal decision analysis (VDA) as a tool. Using a VDA method provides a reliable preference elicitation process and the decision rules are easy to understand and explain. Free tool ORCON_Z helps with the practical application. The proposed procedure was well received by the participants and provided valuable information during the selection process.
Keywords: multi-criteria decision making; MCDA; verbal decision analysis; VDA; ZAPROS; ORCON_Z; faculty selection; personnel selection.
Special Issue on: Digital Innovation Information Systems in Business and Societal Challenges
Career choice in teaching among engineering graduates: A study of the Altruistic, Extrinsic and Intrinsic factors
by Sweta Bhattacharya, V. Raju
Abstract: The Indian higher education system is the third largest in the world producing immensely talented manpower, winning accolades all across the world. But the system faces faculty crunch majorly in the engineering education sector failing to attract this huge talent pool towards teaching professions. The study analyses the effect of Altruistic, Extrinsic and Intrinsic factors pertaining to the choice of teaching career using survey research based statistical analysis and Analytical Hierarchy Process. The results of AHP reveal Intrinsic factor as the highest ranked factor affecting teaching career decisions which is supported by the consistency ratio value (0.033<=0.10). The effect of age, gender and program of study is also studied which reveal that age and program of study has significant effect on the intrinsic factor. The paper finally recommends policy amendments relating to the intrinsic factor so that more students could be attracted towards teaching profession.
Keywords: Higher education systems; Decision making; MCDM; Career Choice; Teaching Career; Education Policies; AHP.
Special Issue on: AMMMT-2016 Recent Advances in Industrial Engineering and Management
A Fuzzy Optimization Approach for Software Reliability Estimation
by Boby John, Rajeshwar Kadadevaramath, Immanuel Edinbarough
Abstract: Many organizations today utilize information technology to gain competitive advantage. As a result, Information Technology industry has witnessed extraordinary growth. Many times the software companies compromise on software testing to avoid cost or schedule overrun. This might make the software unreliable. Hence it is imperative for the software firms to estimate the reliability of the software and ensure that their products are reliable. A wide range of models is available for reliability prediction. But there isn\'t a single model suitable for all software products. Hence it is necessary to identify the best-suited software reliability model for every software product. Unfortunately, the best fit model identification depends on the performance characteristics used for selecting the model. In this paper, the authors suggest a fuzzy optimization methodology to choose the best software reliability model based on multiple performance characteristics. Two case studies demonstrating the proposed methodology are also presented in the paper.
Keywords: non-homogeneous Poisson process; software reliability growth models; fuzzy optimization methodology; multiple response optimization.