Forthcoming and Online First Articles

International Journal of Services, Economics and Management

International Journal of Services, Economics and Management (IJSEM)

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International Journal of Services, Economics and Management (12 papers in press)

Regular Issues

  • Antecedents of job satisfaction and organisational commitment PLS-SEM approach
    by Mai Ngoc Khuong, Tran Phuong Mai, Nguyen Thi Minh Phuong 
    Abstract: This study was conducted in order to identify the relationship between human resource management practices, employee job satisfaction and organisational commitment in hospitality industry in Vietnam. Quantitative approach was mainly applied with exploratory factor analysis, reliability analysis, PLS-SEM using SmartPLS software (version 3.0). The questionnaires were distributed to employees from the lowest level to high-ranked management level. The findings showed that employee organisational commitment was indirectly affected by compensation, career development, leader-follower relationship, working environment and organisational support through the mediation of job satisfaction. In addition, organisation commitment also experienced the direct effect from compensation, career development and leader-follower relationship. Consequently, the result could be recommendations and suggestions for organisation leaders to develop appropriate strategies in order to increase job satisfaction and organisational commitment.
    Keywords: job satisfaction; organisational commitment; compensation; career development; leader-member exchange; working environment; hospitality sector.

  • We want apology! Tailoring service recovery and self-construal to earn customer forgiveness   Order a copy of this article
    by Eugene Cheng-Xi Aw, Stephanie Hui-Wen Chuah, Mohamad Fazli Sabri, Han Xi Chong 
    Abstract: The purpose of this study is to examine the impacts of service recovery strategies and self-construal on customer forgiveness. A 2 service recovery (manipulated: apology vs. economic) 2 self-construal (Median: independent vs. interdependent) between-subject experiment was conducted with 164 subjects. Results showed 1) when apology is given, customers with interdependent self-construal are more likely to forgive compared to customers with independent self-construal, and 2) forgiveness negatively influences negative-word-of-mouth. This study provides insight for to the literature by indicating that service recovery strategies need to be in compatible with customers self-construal in order to earn forgiveness following a service failure.
    Keywords: service recovery; service failure; forgiveness; self-construal; negative word-of-mouth; hotel.
    DOI: 10.1504/IJSEM.2021.10042622
  • Impact of COVID-19 on the migrant worker livelihood: study in the Jalpaiguri Region, India   Order a copy of this article
    by Nirmal Chandra Roy 
    Abstract: The study aims to determine the impact of COVID-19 on the livelihood of the local migrant workers. It has been carried out through a structured questionnaire that was designed to collect data from 377 respondents. Simple random sampling method was used to collect the data. In the study, the test of normality has been performed of the collected data and then based on the result of the normality test appropriate analysis has been made. However, in the study, the Wilcoxon sign rank test has been applied. Analysis has been done through SPSS 23 version. It has been revealed that the local migrant workers who lost their jobs due to the implementation of nationwide lockdown due to COVID-19 have been the worst sufferers.
    Keywords: Jalpaiguri region; COVID-19; migrant worker; livelihood; India.
    DOI: 10.1504/IJSEM.2021.10043084
  • Two-wheeler service sector: a billion dollar industry in India   Order a copy of this article
    by Virupaxi Bagodi, Varsha Bagodi 
    Abstract: Since the liberalisation, the two-wheeler market has grown by leaps and bounds in India. Two-wheelers have become the common mode of transportation. More than 225 million two-wheelers move on Indian roads and their usage is over 4.500 million kilometres per day. These two-wheelers require regular maintenance and upkeep for effective functioning. Gandhi (2019) asserted that the two-wheeler after-sales market would be Indian Rupees (INR) 663.33 billion in 2025. The objective of the paper is to verify the statement and to explore the policies adopted by manufacturers regarding services. System dynamics methodology is adopted to explore and experiment with various policies. Authors argue that if the spare parts replacement cost is included; it would be double than claimed by Gandhi. In two-wheeler services, the reliability of services is the important factor to reap the benefits.
    Keywords: two-wheelers; India; services.
    DOI: 10.1504/IJSEM.2021.10043649
  • Collaborative behaviours and social dilemmas during the coronavirus pandemic: does gender matter in the context of Moroccan firms?   Order a copy of this article
    by Slimane Ed-Dafali, Miloudi Kobiyh, Amina Omrane, Nahid Bikhzazen 
    Abstract: The current COVID-19 pandemic challenges require collective actions aiming at ensuring the preservation of human health by developing a social and an economic resilience. Moreover, experiences show that cooperative and civic behaviours are so credible in a context of solidarity and reciprocity according to a win-win cooperation among all social stakeholders and countries from a micro to a macro analysis level. The present study explores the choices and decisions made by Moroccan firms through the lens of the game theory and investigates cooperative behaviours occurring during 2020 within social dilemmas. It contributes for a better formalisation of social and behavioural compliance to public policies in times of coronavirus crisis. This research provides then an enhanced understanding of gender differences related to peoples behavioural responses to the COVID-19 pandemic and emphasises the importance of adopting individual and collective behaviours required for the coordination of separate actions.
    Keywords: coronavirus crisis; cooperation; game theory; collective behaviours; prisoner’s dilemma; gender differences.
    DOI: 10.1504/IJSEM.2021.10044206
  • Forecasting and modelling for the inbound tourism demand volatility   Order a copy of this article
    by Yuruixian Zhang, Wei Chong Choo, Yuhanis Abdul Aziz, Choy Leong Yee, Jen Sim Ho 
    Abstract: Many past studies conducted have explored and focused primarily on forecasting and predicting tourism demand. However, this research aims to concentrate on the aspect of how tourism demand volatility can be forecasted and accounted for, rather than solely on how we can forecast and anticipate tourism demand itself. Seven source countries for monthly tourist arrivals in Malaysia will be considered and focused as a case study in this paper. Furthermore, the model theory of generalised autoregressive conditional heteroscedastic (GARCH) family volatility are explored in its relevance and introduced in this study. Additionally, the performance and evaluation of a new adaptive forecasting method, smooth transition exponential smoothing (STES), will be compared to GARCH-type models and several ad hoc methods for Malaysias tourism demand volatility forecasting and modelling. Notably, our research conducted reported findings that monthly seasonality impacts existed in the mean equation, and the GARCH family models revealed that news shock continuously impact on Malaysias tourism demand volatility. The EGARCH and GJR models utilised in this study also exhibited the asymmetric and leverage effects. Interestingly, it was also observed that the STES model surpassed GARCH family models and several ad hoc methods in forecasting and modelling.
    Keywords: smooth transition exponential smoothing; STES; GARCH family models; ad hoc methods; tourism demand volatility; forecasting; modelling.
    DOI: 10.1504/IJSEM.2021.10044325
  • The importance of openness to the external environment for the development of entrepreneurial university   Order a copy of this article
    by Sawsen Sidrat, Younes Boujelbene 
    Abstract: Nowadays, since the universitys openness of to its external environment is a key element in making it entrepreneurial, it is important to analyse, its analysis is of great importance. For this reason, we have conducted a quantitative survey of 200 heads of Tunisian universities to find out if the universitys openness to its external environment is actually important and therefore can be transformed into an entrepreneurial one. In fact, this openness can be achieved mainly either through a partnership with national and international universities or through a relationship with the business world. Nevertheless, these two variables were treated in the literature for the first time in the Tunisian context through a quantitative study. In fact, the originality of our proposed model is to quantitatively test these two new variables in order to provide a better and new presentation of the entrepreneurial university and other environmental factors that condition the development of an entrepreneurial university, which enables us to know the researchers who have dealt with this topic.
    Keywords: university-university partnership; relationship with the business world; the entrepreneurial university.
    DOI: 10.1504/IJSEM.2021.10044327
  • Total, direct and indirect employment effects of a hypothetical manufacturing shutdown: evidence from the main EU economies   Order a copy of this article
    by Claudio Di Berardino, Stefano D'Angelo, Gianni Onesti 
    Abstract: There is a long tradition in economics that argues that the industrial sector has always been the engine of economic growth. However, in recent years, deindustrialisation has affected the European countries, albeit with differences, and the most negative effects of this process have occurred on the employment side rather than on value added. While the loss of employees in the productive sector raises concerns about its social and political implications, part of this process could be explained by the strong integration of manufacturing with other economic sectors e.g., services. Indeed, its total employment absorptive capacity, generated through intersectoral linkages, is much greater than its direct employment. In this sense, using a revisited hypothetical extraction method, the main goal of the paper is to estimate the total employment impact of a hypothetical manufacturing shutdown, distinguishing its direct and indirect components by analysing the main European economies for the period 20002014.
    Keywords: input-output models; hypothetical extraction method; employment; EU28.
    DOI: 10.1504/IJSEM.2021.10044328
  • Barter scheme in supply chain of traditional wet market during COVID-19 pandemic   Order a copy of this article
    by Sutanto Sutanto, Jamal Wiwoho, Intan Novela Qurrotul Aini, Alexander Yonathan Christy 
    Abstract: Since early 2020, coronavirus disease 2019 (COVID-19) has become a global pandemic. This disease spreads through person-to-person by physical contact, thus physical distancing is effective to prevent the virus transmission. The retailers in the traditional wet market cannot adapt to this policy due to the lack of internet literature while most of the customers change to online shopping habits. Furthermore, the decreasing number of transactions in the market may lead to bigger problems such as expiring products, prices fluctuation, and inflation. This research formulates a supply chain model with a barter scheme and third party to connect the retailer and online customers. The barter scheme allows retailers to exchange their products with other products for living and reduce the risk of loss caused by expired products, while the third party promotes online sales and manages the barter in the system.
    Keywords: supply chain model; barter; traditional wet market; strategy; COVID-19.
    DOI: 10.1504/IJSEM.2021.10044517
  • How service design can improve the patient experience   Order a copy of this article
    by Sofia Rego, Leandro Pereira, Álvaro Dias, Rui Gonçalves, Renato Lopes Da Costa 
    Abstract: Significant changes are taking place in healthcare organisations, where the pressure is increasing to develop personalised services that meet patients needs while integrating the necessary resources. This research joins a stream of research that suggests that healthcare can be more patient-centred, where the role of the patient is redefined from passive recipient to more active and collaborative participant. Through the feedback of patients and health providers, the service design should improve service quality. It is essential first to identify the challenges in the service that need to be improved. The present study was developed according to answers given by patients and health providers from Portuguese cardiology units. Data were collected using two questionnaires. The main findings show that patient satisfaction is very high but can be improved through efficient management and digital innovation.
    Keywords: healthcare; healthcare organisations; patient centricity; patient experience; patient satisfaction; service design.
    DOI: 10.1504/IJSEM.2022.10045850
  • Factors affecting customers satisfaction in e-commerce marketplace during COVID-19 pandemic: developing market context   Order a copy of this article
    by Md Samim Al-Azad, Mohammad Harun-or-Rashid 
    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 phenomena 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 distributed to 260 respondents randomly to find out how customer satisfactions 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 an 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.
    Keywords: e-commerce; developing economy market; customers’ satisfaction.
    DOI: 10.1504/IJSEM.2022.10046099
  • Risks and profitability of microfinance institutions during crisis: empirical insights from an emerging market   Order a copy of this article
    by King Carl Tornam Duho 
    Abstract: The study explores the effects of different financial risks on the profitability of microfinance institutions (MFIs), amid a financial sector crisis. The study uses a pooled cross-sectional quarterly data covering 2016 to 2018 on MFIs in Ghana and a robust ordinary least squares regression. The study found a metamorphosis of the risk management strategies of MFIs. Overall, credit risk, capital risk and liquidity risk management are key drivers of performance. Initially, in 2016 and 2017, only credit risk was driving profits but by the end of the financial sector clean-up in 2018, all the four risk factors were driving performance. Size and asset turnover are other factors driving profitability. The study shows how important risk management is within the period of the financial crisis and how it affects microfinance performance. The findings also show how some prudential measures of the Bank of Ghana may have affected risk management and enhanced performance of MFIs after the financial sector clean-up exercise.
    Keywords: microfinance risks; financial crisis; microcredit; pro-poor customers; poverty; emerging market; financial clean-up; microfinance institutions.
    DOI: 10.1504/IJSEM.2022.10047027