International Journal of Services, Economics and Management (24 papers in press)
Is TQM fading away? A bibliometric analysis of a decade (2006 - 2015)
by Voon-Hsien Lee, Jun-Jie Hew
Abstract: Total quality management (TQM) is an established research topic that has garnered many researchers attention from past to present day. Nonetheless, from the review of contradict opinions raised by different scholars, this study is eager to explore if TQM is a fading trend in management and research. With the means of bibliometric analysis and data that was obtained from Web of Science database, this study seeks to objectively and analytically evaluate the quantity and quality of TQM research for a ten-year period (i.e., from 2006 to 2015). Using the keywords of total quality management or TQM, a basic search was conducted in Web of Science, and a total of 969 articles were gathered. The results clearly indicate that TQM remains a current and relevant research topic at this moment. As such, some future directions are identified from the results and suggested to the TQM scholars.
Keywords: Total Quality Management; TQM; bibliometric analysis; Web of Science.
Transformation and Sustainability Relationship in Indian Microfinance Institutions
by Ambika Prasad Pati
Abstract: In India microfinance industry during last two decades has witnessed several metamorphoses. Transformation in legal status, maturity and capital structure are prominent among them. As evidences from other economies reveal some relationship of transformation variables with sustainability parameters of MFIs it is also expected in the case of India. In line with global literature this paper tries to explore relationship between transformation and sustainability. Regression analysis of a panel data based on ten years time frame reveals significant relationship. Regulatory changes have helped MFIs to remain sustainable but with a compromise in the size of loan which gives a sign of departure from the social obligations. Regulated and matured MFIs tend to extend higher size loans which indicate a sign of mission drift. Change in capital structure, particularly leverage change has put pressure on overall profitability and sustainability of the institutions.
Keywords: Transformation; Sustainability; Double Bottom Line; Regulatory Status; Maturity; Capital Structure; Mission Drift; MFIs; ALS; NAB; ROA; OSS; India.
Determinants of Customer Switching Behaviour: Evidence from the Non-Bank Financial Institutions (NBFIs) in Ghana
by Ernest Yaw Tweneboah-Koduah, Victoria Mann, Daniel Marboye Quaye
Abstract: Due to the intensified competition in the financial sector as a result of homogenous products and services, it is becoming increasingly important for service providers to take steps to retain their customers. The paper sought to investigate the factors influencing NBFIs customer switching behavior. Data collected from 400 respondents was analyzed using descriptive statistics and multiple regressions. The study found Excessive Pricing, Poor Service Quality, Customer Dissatisfaction and Lack of Trust to have a statistically significant influence on NBFIs customer switching behaviour in Ghana.
Keywords: Determinants; Customer; Switching Behaviour; Non-Bank Financial Institutions; Savings and Loans Companies; Ghana.
A SNAPSHOT SURVEY OF SAUDI HIGHER EDUCATION STUDENTS PERCEPTIONS OF SNSs AND WEB 2.0 AS A SUPPORT LEARNING TOOL BASED ON THE PROPOSED SOCIAL LEARNING HUB MODEL
by Suleiman Alsaif, Alice S. Li, Ben Soh
Abstract: Research on the utility of Web 2.0 tools, such as Facebook and other similar SNSs in education in terms of: (1) interactions between students, (2) academic communication, (3) interactive and collaborative learning and (4) student motivation in relation to learning outcomes, is still lacking. Also, a review of the literature reveals that in the higher education context, the use of Web 2.0 tools in the field of information technology and engineering is the least studied aspect.
In this paper, we propose a novel social learning hub (SLH) model consisting of the four mentioned factors. Also, a snapshot survey was conducted as a prelude to a future project for the experiment evaluation of the effectiveness of the proposed model. The snapshot survey empirically examined the four factors in order to apply possible intervention strategies in an information technology and engineering learning setting.
The snapshot survey on the perceptions of students on the utility of Facebook for educational purposes was conducted among students of the School of Engineering and the School of Computer Sciences and IT, Imam Abdulrahman Bin Faisal University, Saudi Arabia. The design of the questionnaire was based on the proposed SLH model and was distributed to 400 students, 199 of whom returned a completed questionnaire. The findings indicated that the majority of these students had a hesitant perception of using Facebook in terms of the abovementioned four factors. Thus, for any effective intervention to succeed, the hesitant perception of these information technology and engineering students needs to be rectified. Follow-up experimental studies on interventions using Facebook are planned.
Keywords: Saudi Higher Education; Educational Technology; SNS; Facebook; Web 2.0; Pilot Survey.
Is the complementarity between remittances and human capital development a panacea for income inequality reduction?
by Kunofiwa Tsaurai
Abstract: This study investigated if international personal remittances (remittances) and human capital development complement each other in reducing income inequality in emerging markets using panel data analysis. Although there seems to be consensus that remittances reduces income inequality despite the existence of divergent and mixed results, the channels through which remittances reduce income inequality has so far received very little attention and it remains an unsettled matter in literature. The study found out that human capital development and remittances complemented each other. Emerging markets should therefore implement human capital development enhancement policies in order to enjoy income inequality reduction advantages associated with remittances inflows.
Keywords: Human Capital Development; Remittances; Complementary; Inequality.
Outsourcing in-house food operation in a hotel organisation in Hong Kong
by Pimtong Tavitiyaman, Bruce Tsui, Ray Tak-yin Hui
Abstract: When hotel executives implement outsourcing practices in an in-house operation, evaluating the outsource suppliers performance from the employees perspective is necessary. This study explored the service and food quality at a staff canteen operated by an outsourcing provider and compared the different perceptions of service and food quality based on employees characteristics of gender, work schedule, position, and frequency of usage. The findings showed that employees rated their perception of canteen environment higher than that of food quality and service quality. Employees perception of food and service quality has significant differences in work schedule (shift vs. office hour), position (frontline, supervisor, and manager), and frequency of canteen usage. By contrast, employees perception has no significant differences in gender. To meet employee expectation, the outsourcing provider should regularly improve the food quality in terms of taste, menu choice, and food portion.
Keywords: outsourcing; food operation; employees’ perception; Hotel; Hong Kong.
Banks and Markets in the Financial Service Industry: Are their roles Complementary or Competitive in Nigeria?
by Arize A, Ebere Ume Kalu, Nelson Nkwor
Abstract: Empirical investigations on the financial structure of most economies have largely focused on the superiority of financial services offered banks or capital markets as well as at what stage of economic development of such economies does these respective services predominate. There is, however, a departure in the debate from the interplay between banks and markets in financial service offering to complementary or otherwise of these relationships in an economy. This paper explores the relationship between banks and stock markets, whether they compete or complement each other in the context Nigerian financial system. The study found a complementary rather than competing relationship, which suggests a co-evolving development in the Nigerian financial structure and financial service offering. It is, therefore, recommended that concerted efforts should be directed towards action-based approaches in the development of both Nigerian banking and capital markets for a rapid and collaborative development in the financial system, which in no small measures would drive enhanced financial service offering, financial inclusion and ultimately economic growth.
Keywords: Financial System; Financial Services; Financial Structure; Bank-Based - Market-Based Economy; ARDL and Nigeria.
Antecedents and Outcomes of Telecom Reputation in Ghana
by Alex Anlesinya, Zakari Bukari, Amy Afi Bonuedi, Michael Kwame Mickson, Adwoa Benewaa Brefo-Manuh, Gerald Joseph Nii Tetteh Nyanyofio
Abstract: Although reputation management has gained significant research attentions, the success of particular reputation management strategies in one context or industry does not guarantee their applicability in another place due to differences in culture and other context-dependent characteristics. Hence, this study investigated the antecedents and outcomes of telecom reputation in Ghanas telecommunication industry. Survey data from 534 adult mobile phone users were analysed using factor analysis and multiple regressions. Research findings revealed that the antecedents of telecom reputation in the Ghanaian telecommunication industry are: Corporate social responsibility (CSR), customer orientation, perceived employer attractiveness, and perceived service quality. The mean ranking further revealed that CSR is the highest contributor while customer orientation is the least in the formation of positive telecom reputation. Moreover, findings showed that customer satisfaction is a major outcome of telecom reputation and its antecedents. The study adds to the literature by developing a model of antecedents and outcomes of telecom reputation in a developing economy, with significant practical implications for telecom reputation management.
Keywords: Telecom reputation; corporate image; brand reputation; corporate reputationrnmanagement; customer satisfaction; service quality; employer attractiveness; telecommunication industry; Ghana; Africa; mobile number portability service.
Role of information of service quality in formation of behavioral intention among students: empirical analysis in University settings
by Dharmesh Gadhavi, Jayesh Patel, Yupal Shukla
Abstract: In Indian higher education, sizable number of universities has been increased drastically in short span of time which are going to compete with resources locally as well as internationally. The aim of the research is to analyze role of information in service quality perception and behavioral intention in Indian higher education services sector. Undergraduate and post-graduate students sample selected from one of the private universities in Gujarat state of India. Separate regression analysis was performed for each group and results were then compared. Finings suggests that service quality has positive impact on behavioural intentions. Students who well informed due to universities efforts in marketing communication and its relevant attributes are very vocal about the non-academic aspects of service quality. Non-academic aspects of SQ contributes majorly in behavioural intention because of students are aware about academic aspects through communication, counseling program of university, leaflets etc. \r\n \r\n
Keywords: HEdPERF; Service Quality; Higher Education.
Corporate Reputation, Service Innovation and Cross-Buying Intention: A test on Reciprocal relationship and Mediation effect.
by Manohar Sridhar, Palanisamy Ganesan
Abstract: This study empirically established the reciprocal relationship between service innovation and corporate reputation and its effect on cross buying intention with mediation effect of service innovation between corporate reputation and cross-buying intention. The findings established that there is a reciprocal relationship between service innovation and corporate reputation and that both the constructs independently influence the cross buying intention of the customer. The result further clarifies that there is the least combined effect of service innovation and corporate reputation on cross buying intention, which means that service innovation and corporate reputation do not mediate the other variables relationship with cross buying intention. The findings help the managers/ decision makers of a telecommunication service firm to understand that customer may cross-buy a product/service even from a non-reputed firm if the product/service is innovative. On the other hand, customers might cross-buy a product/service if it is from a reputed firm where the product/service may not always be innovative. Thus, for a new firm (which is less reputed in the market), service innovation helps in cross selling whereas cross-selling of service is comparatively easier for a reputed firm even in the absence of innovative idea.
Keywords: Service Innovation; Corporate Reputation; Reciprocal relationship; Cross-buying intention.
Effect of Conflict and Emotions on Perceptions of Social Loafing in Groups
by Satvir Singh, Huaqing Wang
Abstract: We investigate the impact different types of conflict has on social loafing perceptions within groups/teams. In a sample of 164 respondents the perception of social loafing was found to be directly and positively influenced by contribution conflict and negative emotions, while task conflict, logistical conflict, and relationship conflict did not have direct positive effects on perceived social loafing. However, task conflict was found to have a marginally significant direct suppressing effect upon perceived social loafing once the influences from logistic conflict, contribution conflict, relationship conflict and negative emotions were controlled for. Implications of the findings are discussed.
Keywords: Social loafing; conflict; emotions; groups; teams;.
Neural Networks to Analyse the Incidence of Customer Satisfaction in their Loyalty in a Tourist Destination
by Reyner Pérez-Campdesuñer, Alexander Sánchez-Rodríguez, Gelmar García-Vidal, Rodobaldo Martínez-Vivar
Abstract: The relationship between levels of satisfaction experienced and its expression in future projected behaviour is widely addressed in the literature, however in the context of tourism in general and tourist destinations in particular acquires distinctive features that demand further research and deepening in this relationship. This research seeks to deepen this relationship, using techniques such as the analysis of neural networks since it allows identifying hidden relationships among multiple variables when working with large databases. The study was carried out in a tourist destination of sun and beach, allowing first verify the latent variables present in the construct of customer satisfaction and then, through the analysis of neural networks, corroborate that there is a high relationship between levels of satisfaction experienced by tourists and their willingness to return and recommend the destination or willingness to discredit the destination whenever dissatisfactions are generated, noting that this last relationship was more significant. Likewise, it is identified which attributes of the service have the most influence on each of these decisions, observing that in each of the previous decisions, the attributes influence differently.
Keywords: Neural networks; customer satisfaction; loyalty; tourist destination.
The Antecedents of Green Information System and Impact on Environmental Performance
by Zuoming Liu, Huaqing Wang, Ping Li
Abstract: As society becomes more and more aware of the negative impacts of many business operations on environment and many other aspects of society, many companies start to adopt environmentalfriendly activities due to the increasing pressures and concerns. How to improve companys environmental performance effectively is the major challenge facing many managers. This study proposes a conceptual framework to study the role of green information system in improving companys environmental performance, and find out the antecedents in helping to create an effective green information system. By using the data collected from China, the conceptual framework is tested empirically. This study contributes to the literature theoretically and empirically and provides practical guidelines for real-world practitioner in improving environmental performance.
Keywords: Environmental Performance; Green Information System; Antecedent.
Salespeoples Trait Mindfulness and Emotional Exhaustion: The Mediating Roles of Optimism, Resilience, and Self-efficacy
by Peerayuth Charoensukmongkol
Abstract: Given emotional exhaustions adverse effects on employees psychological wellbeing and performance, it is crucial to understand which employee characteristics may enhance their ability to cope with this problem. This research investigated the relation between salespeoples trait mindfulness and emotional exhaustion by considering the mediating effects of optimism, resilience, and self-efficacy. Data from a total of 172 complete surveys were obtained from salespeople who work for a multinational direct sales corporation in Thailand. Results from a partial least squares analysis supported a negative relation between trait mindfulness and emotional exhaustion. Moreover, optimism, resilience, and self-efficacy served as mediators that explained this negative association. This research suggested that organizations should consider mindfulness training as an intervention that may allow their employees to avoid emotional exhaustion.
Keywords: mindfulness; emotional exhaustion; retail sales; optimism; resilience; self-efficacy.
The Effect of eWOM Communication on Brand Image and Purchase Intention towards Lifestyle Products in India
by Devkant Kala, D.S. Chaubey
Abstract: The exponential growth of the internet has empowered customers and enhanced their interactivity. This has given pace for the phenomenal growth of the electronic world of mouth (eWOM) communication. In this easier, wider and faster medium of communication, the message itself performs a critical role in building brand image and persuading purchase intention. The present study is an attempt to explore the effect of eWOM on the brand image of lifestyle products and subsequent customer purchase intention. Based on the information obtained from 313 online customers, this paper analyses the effect of eWOM on brand image and purchase intention in the Indian context. Using Structural Equation Modeling, this study confirms the significant effect of eWOM on brand image and the moderating role of the brand image between eWOM and purchase intention. The present study recommends that marketers should emphasis on favorable eWOM communications to enhance the brand image that subsequently would encourage customers purchase intention.
Keywords: eWOM; Purchase Intention; Brand Image; Lifestyle Products; India.
An Empirical Inquiry into the Antecedents and Consequences of Perceived E-retailers Resilienc
by Amar Raju G, Souvik Roy, Santanu Mandal
Abstract: Resilience has been an important dynamic capability for manufacturers and service providers. The study extends the notion of resilience from manufacturing to e-retailer. The study contends that e-retailers need resilience to sustain their operations in event of IT or technological failure. Our study conceptualized perceived resilience construct for e-retailer and explored its antecedents and consequent. PLS was used as the statistical tool for testing the proposed hypotheses in this study. Based on 217 completed responses, our study undersigned perceived information quality and perceived system quality as dominant enablers of perceived e-retailers resilience. Further, perceived e-retailers resilience was found to positively influence customer satisfaction and engagement; both of them in turn enhances customer loyalty. The study is the foremost to develop e-retailers resilience construct and with empirical validation. Further, the study also developed a comprehensive model for perceived e-retailers resilience based on its enablers and outcomes. Implications for business firms managers and practitioners are also provided.
Keywords: e-retailer; customer engagement; customer satisfaction; customer loyalty; information quality; resilience.
Credit Risk, Bank Performance and Islamic Banking: A Panel Data Evidence from Pakistan
by Muhamed Zulkhibri
Abstract: This study examines the relationship between credit risk and performance using unbalanced quarterly panel data, of six Islamic banks in Pakistan. The study uses panel data instrumental variables regression, utilizing the Seemingly Unrelated Regression (SUR) models to identify the bank specific variables that affect credit risk and performance of Islamic banks. The results show that credit risk is an endogenous determinant of bank performance. The causes of credit risk may include components of credit assets, which is dependent on bank specific factors. Besides, the results also suggest that the credit risk of bank specific variables lowers bank profitability. Therefore, the results support the views that credit risk is negatively related to bank performance in the case of banking sector in Pakistan.
Keywords: credit risk; bank performance; SUR model; Islamic banks; Pakistan.
Towards the Shattering of Glass Ceiling in Indian Banking Sector: A Comparative Analysis among Public, Private and Foreign banks
by Remya Lathabhavan, Senthil Arasu Balasubramanian, Thamaraiselvan Natarajan
Abstract: Glass ceiling, the metaphor, is an invisible barrier that impede the upward movement of women to high level management in the organisation. A growing economy like India with a prospective ownership of more banking assets foresee more job opportunities in banking sector. Liberalised reforms and women-friendly environment in banking sector not only weaken the male domination in that area but also attracted more women employees towards it. A persistent increase in percentage of women employees in banking sector shows a positive sign of breaking of glass ceiling. The study analyses glass ceiling affects in different types of banks- public sector, private sector and foreign bank using secondary data and also analyses the character and attitude of women employees towards the glass ceiling beliefs using a questionnaire survey . A steady increase in women employment participation in banking sector is analysed from secondary data . Attitude on glass ceiling beliefs provide a clear picture of women’s view on this. This study may shed light to more women empowerment initiatives from personal, organisational and governmental aspects as it provide a clear data required. The study may act as path finder to different concepts of career such as training, succession planning etc.
Keywords: Glass ceiling, banking sector, women in India, women in banks, glass ceiling in banking, glass ceiling beliefs.
Using wireless and mobile technologies in e-healthcare on a wide scale: the issues and challenges to overcome
by Izabella V. Lokshina, Barbara J. Durkin
Abstract: With an increasingly mobile society and the worldwide deployment and utilisation of wireless and mobile infrastructure, wireless and mobile network technologies can support many current and emerging e-healthcare applications. However, before wireless and mobile technologies can be used on a wide scale, there are many issues and challenges to be addressed. These include how to effectively manage the complexity of wireless and mobile networks in e-healthcare applications and best utilise the capabilities of diverse wireless and mobile technologies. In this paper, we examine how wireless and mobile technologies can be used in e-healthcare on a wide scale. In addition, we identify a large number of open issues and challenges to overcome and offer concluding remarks.
Keywords: wireless and mobile network technologies; location management system; medical inventory management system; intelligent emergency management system; patient monitoring system; mobile telemedical services; e-healthcare applications.
Webographics and perceived service quality: an Indian e-retail context
by Prateek Kalia
Abstract: Despite of rich perceived service quality (PSQ) research in online context there is no known study which has comprehensively explored difference in PSQ within webographic characteristics (WC) of e-shoppers. With the said objective, an online survey has been administered to 308 respondents, who have done at least one e-purchase in past six months from major e-retailers in India. Hypotheses for seven WC i.e. computer experience, internet experience, ability to use internet (webskill), usage level, connection speed, mobile operating system and data plan have been tested by applying Kruskal-Wallis (H Test) and Mann-Whitney test. No significant differences with respect to PSQ within different WC have been found, except within webskill and data plan categories. A post hoc test confirmed statistically significant difference within fair-very good and good-very good webskills with respect to PSQ.
Keywords: webographics; electronic retail; perceived service quality; computer experience; internet experience; webskill; usage level; connection speed; mobile operating system; data plan.
Fuzzy time series theory application for tourism demand
by Tsung-Yu Chou, Ming-Tao Chou, An-Chi Liu
Abstract: This paper offers a study of Taiwan's tourism data in order to establish a fuzzy time series model that can be used to analyse the relationship between remuneration and future tourist arrival rates of change. The results of the analysis are as follows: (a) the model showed that the predictive value of the 2015 tourist is 8,694,639 and its trading range fluctuates (2,551,595, 8,694,639); (b) the tourist index rate of return remains positive, and the prediction error within the group averages 0.24%; an error range of less than 5% indicates a good prediction model, and suggests that this paper can serve as a useful reference to stakeholders.
Keywords: fuzzy; tourism forecast; time series.
The relationship between knowledge management and firm's performance within accounting firms in Malaysia: a literature review and proposed structural model
by Teik Wah Keoh
Abstract: This research paper develop a conceptual framework to study the various Critical Success Factors (CSFs) for implementation of knowledge Management (KM) processes in Malaysian accounting firms, which is an area of research presently under-explored. The study examines the impact of proposed integrated CSFs on the firms' performance based on the extensive literature reviews on the related topics and provides a basis of understanding on the possible contributing factors for the successful implementation of KM in Malaysian accounting firms and as a guide to senior management for their successful implementation of KM in the firms and to boost the firm's performance, sustainability and competitiveness in this challenging business environment. This paper will also provide new information in term of filling the research gap on KM by provides an insightful foundation for further analysis and exploration of knowledge management in Malaysian accounting firms.
Keywords: knowledge management implementations; critical success factors; Malaysian accounting firms; organisational performance; competitive advantage; sustainability.
Modelling consumers' perceptions of internet service quality by structured equation analysis
by Abdul Rahman, Lee Har San, Dong Jing, Qu Yan, Syriac Nellikunnel
Abstract: China is emerging as one of the largest business to consumer retail market space in the world. Chinese digital consumers may exhibit different online shopping behaviour as compared to consumers in other parts of the world. Most research on consumer behaviour and e-service quality today relies on traditional service quality models. The aim of this paper is to propose and empirically verify an e-service quality model based on the B2C market space in the context of China's market. Key dimensions of e-service quality influencing quality perceptions of Chinese consumers and its impact on e-satisfaction are studied. The empirical results suggest that e-retailers should focus on website aesthetics and personalisation. Theoretical and managerial implications are also elaborated.
Keywords: e-service quality; e-retailing industry; customer e-satisfaction; customer e-loyalty.
Service convenience: review and directions
by Kedar Bhatt
Abstract: Economies of the world have witnessed increasing significance of services in the last couple of decades, and services are consumed more than ever. Further, today's consumers are more time-stressed than ever and looking for options which can reduce their investment in terms of time and effort while they search, purchase, consume and dispose services. Owing to this, researchers have focused on conceptualising service convenience, which deals with time and effort as non-monetary resources as they are used during entire consumption process to create value. This paper reviews the existing literature on service convenience and examines the directions in which the past studies have focused. It highlights the gap in existing literature to identify future research directions in service convenience domain. Based on the literature review, antecedents and consequences of service convenience are identified and a comprehensive model, depicting the relationship of service convenience with other important constructs, has been developed.
Keywords: service convenience; service convenience dimensions; customer satisfaction.