International Journal of Services, Economics and Management (42 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.
  
  
• Forecasting symbiosis in tourism enterprise networks: Monte Carlo simulation of risk and return  
  by Plopailin Kijkasiwat, Jennifer Cave, Nirosha Hewa Wellalage, Stuart Locke 
  Abstract: This study re-conceptualises the relationship between symbiosis and risk/return as an influence for economic benefit or harm for micro, small and medium enterprises in tourism. A critique of predictive literature identifies Monte Carlo simulations capacity to use non-parametric data and input of multiple, concurrent variables as best suited to forecasting firms performance. Statistically significant risk/return variables are established from national monitors. The secondary which is accessed from the New Zealand Business Benchmarking Survey and the Management Resource Centre is used for the simulations. Results show that businesses in different industries were affected by range of factors that resulted in variation in a particular firms profit. Hospitality enterprises are most vulnerable, accommodation and retail firms experience greater flux, but the retail component recovers quickly. The research contributes to symbiosis theory, predictive methodology and has implications for the economic recovery of the tourism sector.
  Keywords: symbiosis; firm performance; risk and return; forecasting; micro; small and medium enterprise; MSME; tourism; hospitality.
  DOI: 10.1504/IJSEM.2023.10053945
   
  
• Investigating the influence of service quality on loyalty in banking industry: the role of customer engagement  
  by Reza Saral, Reza Salehzadeh, Seyed Mehdi Mirmehdi 
  Abstract: Over recent years, special attention in the banking industry has been paid to customer loyalty, mainly because of the relationship between loyalty and profitability in an organisation. This study aimed to evaluate the factors affecting customer engagement and loyalty. In this study, a cross-sectional questionnaire-based research project was employed to collect data from a sample of 356 customers from randomly selected banks in Isfahan. The content validity of the questionnaires was confirmed by experts and its construct validity was approved by using factor analysis. Reliability of the questionnaires was confirmed based on Cronbachs alpha method. Structural equation modelling was used to test the research hypotheses. According to the research findings, the rate of profit, brand, and service quality significantly affect the customer engagement. Furthermore, the rate of profit, brand, service quality and customer engagement have a significant impact on customer loyalty.
  Keywords: customer loyalty; customer engagement; service quality; rate of profit and facilities; brand love; brand image; speed of service provision; innovation in services; employee behaviour.
  DOI: 10.1504/IJSEM.2022.10054157
   
  
• Motivation and organisational culture from the perspective of SME employees a case study at the time of COVID-19 pandemic  
  by Tibor Zsigmond, Ladislav Mura, Renáta Machová, Ferenc Bakó, Marcell Kupi 
  Abstract: The aim of the research is to investigate the relationship between motivation and organisational culture from the viewpont of employees working at SMEs in Slovakia. The study examines all of this during the COVID-19 period, which took a heavy toll on individuals social and organisational relationships as well. To investigate this, first the overlaps between the two areas were tried to be revealed. When exploring the theoretical part, the authors faced with the problem that the influence of motivation and organisational culture was usually examined together, and not on each other. A questionnaire survey was conducted, to which 581 valuable responses were received. Based on the results, it was proven that the wider the range of motivation tools used, the more positive the employees evaluate the organisational culture. All of this is worth considering for companies that would like to build a suitable organisational culture in their company.
  Keywords: motivation; organisational culture; employees; SMEs; COVID-19.
  DOI: 10.1504/IJSEM.2023.10054223
   
  
• Personal preferential treatments influencing young peoples intention to use ride-sharing services  
  by Eva Malichová, Emese Tokarčíková, Alžbeta Kucharčíková, Lukáš Falát 
  Abstract: This article aims to indicate the influence of travel behaviour, travel preferences and personality of young people on their interest in ride-sharing. The research focuses on students aged 16 to 24 from Croatia, Slovakia and Romania. Young people were chosen because their current travel habits and interest in shared services can significantly influence future generations travel behaviour. The influence of determinants was identified by logistic regression. Models results indicate that young people who prefer to travel by bicycle, like using modern technologies during travel, think about the environment when choosing means of transport, do not mind being close to strangers and have an experience with ride-sharing have a higher interest in this service. On the contrary, people prefer privacy during travel and the frequency of travelling by train and car as a passenger decreases their interest in ride-sharing. Personnel characteristics identified based on the mini IPIP scales are not significant.
  Keywords: ride-sharing; travel behaviour; personality; preferences; young people intention; IPI scale; transport; personal preferential treatments; shared services; sustainable services; personality.
  DOI: 10.1504/IJSEM.2023.10054298
   
  
• Service quality metrics in a teacher training program  
  by Anastasios Athanasiadis, Vasiliki Papadopoulou 
  Abstract: There are two major methodological approaches to service quality measurement. The first suggests measuring service quality in terms of the difference between customers expectations and perceptions of a service, whereas the second focuses only on perceptions. In the relevant literature, there is no clear evidence of whether the two methodologies concur or not in their outcomes. Thus, there is a need for more empirical data to help select the most appropriate method of measuring service quality. The present paper aims to test if there are significant differences in service quality measurement as measured by the two approaches in a teacher training program for prospective teachers in Greece. Data collection was based on the EppekQual scale designed for educational contexts, whereas data analysis was carried out according to the confirmation and disconfirmation paradigm. The research sample is comprised of 481 subjects. The analysis conducted revealed statistically significant differences in the measurements of the two methodologies, but the present research does not favour a particular measurement approach as more efficient since data analysis identified slight deviations and therefore proposes the adoption of both methodologies depending on the orientation of the evaluation to reliable data for the educational organisation managers.
  Keywords: educational service quality; teacher training program; perceptions; expectations; EppekQual.
  DOI: 10.1504/IJSEM.2023.10054501
   
  
• Impact of domestic migration and smart governance on quality of life: mediating role of emotional and physical well-being  
  by Shahzad Ali, Nor Azam Bin Abdual Razak, Naveeda Sajjid 
  Abstract: The study aims to investigate the linear and nonlinear effects of migration, smart governance on quality of life, using emotional and physical well-being as mediator variables. To achieve the goal, data were collected from 1,184 respondents using strata convenient sampling techniques, SEM for testing hypotheses, and Hayess footstep process for nonlinear relationship. The linear and nonlinear results confirmed the direct and indirect impact of domestic migration and smart governance on quality of life. This study to contributes the literature by unique combination of migration, smart governance, and quality of life. In addition, emotional, and physical well-being taken as mediating variable this was ignored to investigate the link between migration and quality of life. To accommodate the enormous influx of migrants, there should be a scarcity of resources. To reduce internal migration, the government should assist small and medium-sized businesses in creating more employment opportunities.
  Keywords: linear and nonlinear analysis; domestic migration; quality of life; smart governance; emotional and physical well-being.
  DOI: 10.1504/IJSEM.2023.10054641
   
  
• Performance and cost evaluation of an adaptive queuing system with customer reneging and retention: steady-state and transient analysis  
  by Sapana Sharma, Rakesh Kumar, Godlove Suila Kuaban, Bhavneet Singh Soodan, Pradeep Singh 
  Abstract: Customers are often required to wait when they arrive at service facilities and see the servers are busy, or when they find other customers who arrived earlier waiting. The longer customers wait, the more dissatisfied they are likely to be and may leave the queue without receiving service (reneging). The objective of the service provider is to improve the quality of service in order to minimise the possibility of customer reneging since it increases cost and reduces revenue. Therefore, a trade-off between performance and cost should be considered when designing, planning and reducing the queues at service facilities. In this paper, we propose an adaptive queuing model with the retention of reneging customers. We derive the steady-state and transient-state performance parameters, and also discuss performance and cost evaluation. We demonstrate the utility of the model in the evaluation of waiting lines in the service industry using numerical examples.
  Keywords: performance evaluation; cost evaluation; customer reneging; customer retention; adaptive queuing system.
  DOI: 10.1504/IJSEM.2023.10054965
   
  
• Business cycles and tourism activity: the case of Portugal  
  by António Portugal Duarte, Inês Veloso Garcia, Fátima Sol Murta 
  Abstract: This paper analyses the synchronisation of business cycles with tourism activity in Portugal from 1990 to 2021. The importance of the tourism sector in Portugal and its enormous contribution to the countrys economic growth is an acknowledged fact. To better understand the business cycle and the corresponding stage of evolution of the tourism activity we use the Hodrick-Prescott filter to break down the GDP into its cyclical and trend components. The same procedure is applied to four indicators associated with the tourism activity: the number of overnight stays in tourism accommodations, the income from the tourism activity, the revenue per bedroom and the population employed in the sector. The results suggest the existence of a relatively strong synchronisation between the business cycle and tourism activity in Portugal, the expansion (recession) phases of the Portuguese economy showing alignment with a more (less) favourable evolution in tourism activity in Portugal.
  Keywords: business cycle; economic growth; Hodrick-Prescott filter; synchronisation; tourism activity; sun; sea and sand; Dutch disease; correlation; nights spent; employment; COVID-19; Portugal.
  DOI: 10.1504/IJSEM.2023.10055137
   
  
• Effect of perceived supervisor support and social support on employees work engagement: how career optimism mediates the relationships?  
  by William Phillip Wall 
  Abstract: This empirical study examined the effect of perceived supervisor support (PSS) and social support (SS) on the employees work engagement (WE) in the energy sector of Thailand with a particular focus on mediating effect of career optimism (CO). The data was collected from 253 respondents working in energy sector of Thailand. The results revealed that PSS has a positive and significant effect on WE ( = 0.109, p < 0.01); SS has a positive and significant effect on WE ( = 0.158, p < 0.01) and CO has a positive and significant effect on WE ( = 0.536, p < 0.01). The mediating effect of CO, the results indicated that CO is a significant mediator of the effect of PSS ( = 0.081, p < 0.01) and SS ( = 0.057, p < 0.01) on WE.
  Keywords: supervisor support; social support; work engagement; career optimism; Thailand; perceived supervisor support; PSS; structural equation model; SEM.
  DOI: 10.1504/IJSEM.2023.10055407
   
  
• Identifying facilitators and barriers toward the implementation of public private partnership at municipal level: a case study of Yogyakarta  
  by Romi Bhakti Hartarto, Wahyu Adi Mudiparwanto, Dyah Titis Kusuma Wardani, Wahyu Tri Wibowo 
  Abstract: As a developing country in Southeast Asia, public private partnership (PPP) was used to procure infrastructure projects in Indonesia. However, PPP remains not optimally used to promote regional development. As a small municipality situated on Java Island, the development of an urban area of Yogyakarta has been quite rapid. Thus, it becomes the responsibility of the local government to provide services that satisfy the needs of its growing citizens. This study explores the facilitators and barriers of using PPP for Yogyakarta City as a case study for infrastructure development financing alternatives at a sub-national level. To address this research objective, this study uses a qualitative approach through a literature review and expert interviews. This study has revealed a potential project that requires a PPP scheme in Yogyakarta City. However, there are some barriers found in this study, including the unequal understanding of PPP, lengthy periods in the PPP process, conflict of interest, and land acquisition.
  Keywords: public private partnership; PPP; development; urban; infrastructure; municipal.
  DOI: 10.1504/IJSEM.2023.10055613
   
  
• Technological innovation in cultural tourism: a systematic literature review  
  by Vincenzo Fasone, Mariano Puglisi 
  Abstract: Culture and tourism are intrinsically connected but it is only in the last few decades that the link between them obtained relevance as a specific tourism industry niche, i.e., cultural tourism. Recently, also this sector has experimented deepen technological changes and a growing digitalisation. This study, through a systematic literature review, with a narrative and chronological approach (Elseviers Scopus database was used), investigates the relationship between cultural tourism and technological innovation, with an aim to map out what is known about it and what needs to be explored further. The review findings suggest that a majority of existing studies addresses three different thematic and streams of analysis. According to this, a possible theoretical framework is provided. A particular need for research on the experiences of visitors who experiment with the use of technological innovations emerge. Further, the development of new technologies also creates the need to analyse the relationships with the various stakeholders and the innovation eco-systems.
  Keywords: culture; tourism; innovation; technology; review.
  DOI: 10.1504/IJSEM.2023.10055699
   
  
• A recommended model of agro tourism development management based on the experiences of different concepts and strategies  
  by Marica Melović, Neven Šerić, Branislav Dudić, Anđela Jakšić-Stojanović, Danko Uglešić 
  Abstract: Agro tourism is given different importance in receptive tourist countries. In some countries, policies are planned to support and develop this specialised type of tourism, while in other tourist countries, agro tourism develops spontaneously. Consequently, the share of income from agro tourism in the total tourism income of the receiving country also fluctuates. Analysing the most common conceptions of the development of agro tourism, two conflicting approaches are recognised. The first is based on the initiatives and actions of local tourism stakeholders, and the second institutional, is based on development planning from the state level. The most important features of those two approaches were determined by reconnaissance research. As a result of good experiences, a recommended management model for the development of agro tourism was presented in the work for wider application.
  Keywords: agro tourism; tourist services; tourism development; management; strategies.
  DOI: 10.1504/IJSEM.2023.10055777
   
  
• Volatility spillovers and nexus among agridex and non-agri indexes in Indian commodity markets  
  by P. Lakshminarasa Reddy, S. Visalakshmi 
  Abstract: Commodity market indexes are the key indicator of important market information and sentiment, which helps investors to make sound investment decisions. Commodity derivatives were initially intended to protect farmers from low or high crop risk and generating short term profits. The purpose of this study is to investigate the volatility spillover effects and nexus between the agridex and non-agri indexes in India using daily data of AGRI and non-agri indexes returns spanning from April 2016 to November 2021 by employing Johansen co-integration test, ARCH, and GARCH models. The results exhibited the non-existence of long run relationship between AGRI and non-agri indexes. Further, the analysis provides the evidence of volatility spillover across the indexes.
  Keywords: agridex; non-agri indexes; volatility spillover; co-integration; ARCH; GARCH.
  DOI: 10.1504/IJSEM.2023.10055938
   
  
• Exploring the relationship between managerial overconfidence and investment efficiency in the US hospitality industry  
  by Yasmine Souissi, Anis Jarboui 
  Abstract: This paper aims to investigate the influences of the different levels of managerial overconfidence on the investment efficiency (overinvestment and underinvestment) in the context of the hospitality industry. Employing 598 firm-year observations obtained from annual reports and supplementary databases, we use the generalised method of moments (GMM) regression method to estimate the relationship between managerial overconfidence and investment efficiency. This study demonstrates empirically that an over-invested firm with a CEO that has a low level of managerial overconfidence is not found to effectively improve the firms investment efficiency by reducing the level of over investment in the US hospitality industry.
  Keywords: investment efficiency; under-investment; over-investment and managerial overconfidence; hospitality industry.
  DOI: 10.1504/IJSEM.2023.10055939
   
  
• Tourism value creation through big data as a smart tourism tool  
  by B. Utthra, V.T. Bindu 
  Abstract: Big data on tourism provides all the information a travel agency needs from tourists. On the other hand, by using the knowledge acquired through big data and enabling the destination to use ICT-based products and services, big data aims to develop destinations to smart tourism destinations. This paper aims to showcase the significance of big data (BD) in tourism, its usage, kinds of data collected for tourist-related purposes, big data during pandemics, the use of big data in GIS, and its scope of generating smart tourism destinations. A thorough study of the available secondary sources like articles and websites relating to big data technology concerning the tourism sector was undertaken. This paper concludes that big data results in smart travel, which is the future of tourism; with initiatives being made worldwide, the tourism industry will create milestones.
  Keywords: big data; ICT; tourism industry; smart tourism; smart tourism destinations; GIS.
  DOI: 10.1504/IJSEM.2023.10055968
   
  
• Factors affecting job performance of public servants in the fisheries sector an empirical investigation in coastal and island areas of Vietnam  
  by Danh Nam Nguyen, Thi Ngoc Lan Uong 
  Abstract: The study aims to analyse the impact of human resource management practices, job satisfaction, and organisational commitment on job performance of public servants. From the data collected by 350 public servants working at the Sub-Department of Fisheries in five provinces representing the coastal and island areas of Vietnam. The structural equation modelling (SEM) was applied to evaluate the impact of human resources management practices, job satisfaction, and organisational commitment on job performance. The findings revealed a positive impact of human resources management practices on organisational commitment, job satisfaction and job performance. In addition, organisational commitment has a positive impact on the job satisfaction of public servants. Besides, job satisfaction and organisational commitment are positively correlated with job performance. The findings of the study suggested several significant implications for the Sub-Department of Fisheries in five coastal provinces of Vietnam to increase organisational commitment, job satisfaction, and job performance of public servants.
  Keywords: human resources management practices; job satisfaction; public servants; organisational commitment; job performance; Vietnam.
  DOI: 10.1504/IJSEM.2023.10056190
   
  
• Applying lean practices in vehicle maintenance services at Massy Motors in Trinidad and Tobago  
  by Kuldeep Ojha, Keeon Rodney 
  Abstract: Massy Motors Limited is a major local car dealership at Trinidad and Tobago. The aim of this research work is to evaluate maintenance services at Massy Motors Limited by identifying the waste/non-value adding activities which may be present and recommend lean practices to help the organisation optimise its performance. Critical analysis of functioning was done to develop current state value stream map (CSVSM) for maintenance services in company. Waste present were identified in maintenance process and lean strategies were recommended to alleviate them. Future state value stream map (FSVSM) was created to show the impact of recommendations. FSVSM showed a reduction of lead time 26.05 hours. Value-added time in the maintenance value streams went from 6% in the CSVSM to 12% in the FSVSM which is also doubled the current value-added time. Validation for the recommendations was done by having the stakeholders of Massy Motors asses the suggestions. Stakeholders confirmed the feasibility and impact of the findings of research work.
  Keywords: lean practices; waste; value-adding activities; process improvement; maintenance; value stream; current state value stream map; CSVSM; future state value stream map; FSVSM; Trinidad and Tobago.
  DOI: 10.1504/IJSEM.2023.10056450
   
  
• Innovation and production management: lessons from Algerian consumers  
  by Abdelmadjid Hartani, Samir B. Maliki, Mourad Kertous, Inaya Wahidi 
  Abstract: This article aims to study the influence of production management on innovation results based on knowledge management in Algerian companies. The relationship between different aspects of innovation concepts, production management, and knowledge management in the Algerian market is examined. However, defining a holistic production model is challenging due to extreme changes in the market, particularly with the COVID-19 crisis, making predicting future circumstances and risks impossible. The sample consists of people aged between 20 and over 60 years old from various sectors, including government, private, daily wage, and self-employment. The sample includes both genders, males, and females. One hundred and ninety-one questionnaires were designed and distributed with about 50 items each. The results show that marketing and the COVID-19 crisis have a positive impact on production, whereas knowledge and communication have no impact. Additionally, production has a positive impact on innovation. Therefore, Algerian enterprises must double their efforts to survive in this complex environment. They must develop more innovation and knowledge management systems to enhance production management and improve their relationship with customers.
  Keywords: innovation; knowledge management; production management; COVID-19; Algerian consumer.
  DOI: 10.1504/IJSEM.2023.10056495
   
  
• Management and prediction of navigation of industrial robots based on neural network  
  by Edeh Michael Onyema, Surjeet Dalal, Celestine Iwendi, Bijeta Seth, Nwogbe Odinakachi, Anyalor Maureen Chichi 
  Abstract: In the past, a robotic arm needed to be taught to carry out certain tasks, such as selecting a single object type from a fixed location and orientation. Neural networks have autonomous abilities that are being deployed to aid the development of robots and also improve their navigation accuracy. Maximising the potentials of neural network as shown in this study enhances the positioning and movement targets of industrial robots. The study adopted an architecture called extremely boosted neural network (XBNet) trained using a unique optimisation approach (boosted gradient descent for tabular data BGDTD) that improves both its interpretability and performance. Based on the analysis of the simulations, the result demonstrates accuracy and precision. The study would contribute significantly to the advancement of robotics and its efficiency.
  Keywords: industrial robots; control movement; machine learning; neural network; extremely boosted neural network; XBNet.
  DOI: 10.1504/IJSEM.2023.10057053
   
  
• Workplace effect on intergenerational occupational transition of labourer: evidence from tea plantations of Assam, India  
  by Yograj Sharma, Pradyut Guha 
  Abstract: Present study aims at understanding if intergenerational occupational transition of tea labourer has any association with the workplace using primary data collected from 612 labour households in major tea growing regions of Assam. Empirical analysis suggests that the occupational transition of adult children was low among the tea labourers engaged in proprietorship (PROP) plantation relative to public limited company (PLC). Limited upward occupational transition is visible in both ownership structures of plantations. There is significant role of gender, education, skill, family size, fathers occupation, income, dependency ratio, ownership structures of plantation, and geographical location in shaping occupational mobility of tea labourer. Disproportion of benefit in kind, welfare provision across different ownership structure of tea plantations is visible in the study area. Hence, there is a need for ensuring uniformity in statutory benefits and minimum wages among tea labourers through proper coordination between union and state government with the tea board.
  Keywords: public limited company; proprietorship firm; transitional matrices; mobility; ownership structures; lower-tier work; India.
  DOI: 10.1504/IJSEM.2023.10057131
   
  
• A novel approach using hybrid deep features for citrus disease detection and classification based on NCA and Bayesian optimised random forest classifier  
  by Shailesh Gondal, Shweta Agrawal 
  Abstract: In this paper, deep features are retrieved from the citrus disease image gallery dataset using the AlexNet convolutional neural network. After data augmentation, the image dataset is sent for data pre-processing, where colour moments, GLCM, and Gabor wavelets are used to extract the colour feature and texture. Hybrid features are created by combining colour, texture, and deep characteristics. For feature selection, neighbourhood component analysis (NCA) is employed. The models classification capabilities were also evaluated with those of the random forest classifier architecture for citrus disease detection in case 1 images and the Bayesian optimised random forest classifier architecture for citrus fruit disease detection in case 2 images. On a benchmark dataset including images of four distinct illnesses and healthy citrus fruit classes, the model performances were discovered. The dataset was identified using the disease image dataset with a maximum accuracy rate of 95.07%.
  Keywords: AlexNet; Bayesian optimisation; fruit disease image; FDI; neighbourhood component analysis; NCA; random forest; RF; convolutional neural network; CNN; grey level co-occurrence matrix; GLCM; Gabor wavelet; K-nearest neighbours; KNN; etc.
  DOI: 10.1504/IJSEM.2023.10057336
   
  
• The mediating role of self-control in the relationship of mindfulness with organisational stress due to increased workload  
  by Candide Uludağ, Mehmet Emin Baynazoğlu, Boban Melović, Branislav Dudić 
  Abstract: In recent years, studies on mindfulness have been on the increase and it has been observed that studies on education and consumer behaviour are in majority. However, studies examining the effects of mindfulness on organisational stress (OS) due to employee workload are fairly limited. In this context, the current study aims to examine the effect of mindfulness on employees increased OS due to workload and to determine the possible mediating role of self-control (SC). The hypothetical relationships between the research model developed to achieve the stated objectives and the constructs that make up the model were studied. The collected data were analysed using structural equation modelling (SEM). It has been determined that mindfulness has a positive and statistically significant effect on SC, that OS decreases with the increase in employees mindfulness levels, and SC, which mediates this effect, contributes positively to this effect.
  Keywords: job strain; mindfulness; self-control; SC; organisational stress; OS; mediator role.
  DOI: 10.1504/IJSEM.2023.10057440
   
  
• Change in consumption pattern and accommodation activity types: the evidence of seizing recovery opportunities and mitigating risk from European countries in crisis time  
  by Mykola Rohoza, Valentyna Stolyarchuk, Valentyna Ishchenko 
  Abstract: The current crisis is not a period to wait for recovery opportunities, it is a period of active and radical change in hospitality. This paper helps to gain a deeper understanding of the resumption possibility of the accommodation business and show that it will be specific for each national accommodation industry. The regional differences in development are identified which are caused by the implementation of the different strategies. It is important to consider not only the number of bed-places at accommodation establishments but the accordance capacity of establishments with customers demand by accommodation activity types. The process landscape modelling is applied to show incongruity of distribution by accommodation activity types in Europe.
  Keywords: crisis time; domestic and international tourism; accommodation industry resumption; customer demand; accommodation activity types.
  DOI: 10.1504/IJSEM.2023.10057605
   
  
• Nexus between macroeconomic factors and remittance inflow in presence of ICT penetration: a panel data analysis of Bangladesh economy  
  by Md. Mahbubul Alam, Abir Hassan 
  Abstract: While the whole world was struggling and stumbling during the global pandemic, the economy of Bangladesh miraculously experienced a comparatively lower stagnation than its contemporaries, owing to a larger remittance inflow intertwined with the surge of ICT services. This study attempts to find the answer to this overwhelming performance considering the macroeconomic factors in host countries that are top in remittance outflow towards Bangladesh. The findings indicate significant positive effects of ICT, as well as macroeconomic factors like government expenditure, trade balance, and FDI on the remittance inflow of the recipient country. Despite being unique in perspective, the paper is confined to the usage of secondary data and limited data availability due to institutional constraints for a few countries. The paper concludes by prescribing an ICT-friendly infrastructure for both host countries and the recipient country, along with an emphasis on selected macroeconomic variables.
  Keywords: remittance; ICT; macroeconomic factors; receiving country; host country; panel data; fixed effects; random effects; Bangladesh.
  DOI: 10.1504/IJSEM.2023.10058035
   
  
• Measuring financial inclusion: a survey-based approach  
  by Akinwumi Sharimakin, Anthony Enisan Akinlo 
  Abstract: The study measured the extent of financial inclusion in Southwestern Nigeria in the year 2021. Data on ten indicators of three dimensions (outreach, ease of transaction, cost of transaction) were collected through survey. Usage dimension of index of financial inclusion was separately measured with data on the use of ten financial instruments in the last one year. The results of outreach, ease and cost of transaction averagely showed a fair extent of financial inclusion in Southwestern Nigeria. The frequency and depth of usage of financial instruments revealed that only a few number of household made regular use of financial services. More policy efforts of the government, banks and regulatory authorities are still needed at ensuring that formal financial services are available and affordable to all qualified adults.
  Keywords: financial inclusion; survey; financial instruments; usage dimension; household; index of financial inclusion; IFI.
  DOI: 10.1504/IJSEM.2023.10058038
   
  
• Digital currency: an awareness of the future of central bank digital currency in India  
  by Cyriac Philip Alexander, Tabitha Durai 
  Abstract: Digital currencies are the latest trend around the world, and India will have its form of the same starting 1 April of the next fiscal year. It would simply reflect the popular physical currency in digital form. The digital rupee, as it will be known, would be issued in digital form by the Reserve Bank as well as will be exchangeable with physical currency. Indias push toward digital payment options were altered in 2016 when the demonetisation of money occurred. Although it was a difficult decision for a country where 90% of transactions are made in cash, people quickly adopted digital payment methods in India. The proliferation of smartphones and the availability of user-friendly payment options such as PAYTM and BHIM UPI have aided the adoption of digital payment systems. The objective of the research aims in gaining a better understanding of central bank digital currency (CBDC) among the public. The qualitative research method used books, journals, newspapers, and websites as data sources. The study highlights advancements in digital money transactions, elements of CBDC, a new threshold for CBDC, a distinction between digital currencies and cryptocurrencies, and challenges for CBDC.
  Keywords: digital currency; central bank digital currency; CBDC; awareness; digital payment; digital transaction; India.
  DOI: 10.1504/IJSEM.2023.10058223
   
  
• How transformational leadership lessens employee resistance to change during the COVID-19 pandemic: the mediating role of innovative climate  
  by Peerayuth Charoensukmongkol 
  Abstract: The main objective of this research is to investigate the effect of transformational leadership of the department heads on resistance to change of employees in the departments by considering the mediating effect of innovative climate in a workplace. The present research focuses on the case of faculties and staffs working in three public universities in the Philippines during the time that the universities were affected by the COVID-19 pandemic. The respondents of this study comprise 522 faculty members and staff. Online survey was used for data collection. The data were analysed using partial least square structural equation modelling. The results indicate that transformational leadership does not directly affect resistance to change of employees; however, its effect is fully mediated by innovative climate in a workplace. From these findings, this research recommends some human capital management practices that should be implemented to promote occupational wellbeing of employees during organisational change.
  Keywords: transformational leadership; working environment; resistance to change; human capital; sustainable development.
  DOI: 10.1504/IJSEM.2023.10058369
   
  
• Entrepreneurial initiatives during pandemic in Bangladesh  
  by S.S.M. Sadrul Huda, Afsana Akhtar, Md. Humayun Kabir, Mahmud Zubayer, Syeda Raissa Maliha 
  Abstract: This research aims to examine the growth and nature of small business entrepreneurship during the COVID-19 pandemic and identify the learnings for such small businesses from the pandemic. This research has been conducted primarily on secondary research, including the articles in journals from other authors and newspapers containing any information regarding entrepreneurship initiatives during the COVID-19 period and social media sources. However, selected interviews have been conducted to understand the problem better. The research shows five significant reasons behind people opting for entrepreneurial activities in the pandemic and six major types of small business segments food, protective gear, home delivery and online services, social entrepreneurship, online boot camps for learners, and rise in over-the-top (OTT) platforms. So far, there has yet to be such paper on Bangladesh that categorises the entrepreneurial activities of small businesses during the pandemic and discusses it at length. The learnings from this paper will help future entrepreneurs face similar challenges.
  Keywords: entrepreneurship; pandemic; COVID-19; entrepreneurial activity; small business; entrepreneurship opportunity; Bangladesh.
  DOI: 10.1504/IJSEM.2023.10058733
   
  
• Is the game worth a candle? Users adoption of private cloud computing  
  by Kasim Tatić, Mahir Haračić, Merima Činjarević, Merima Haračić 
  Abstract: The present study explores the effect of human-related factors (job opportunity) and system-related factors (perceived risk and perceived usefulness of cloud computing services) on an individuals decision to adopt cloud computing services. Besides, it strives to explore the perceived usefulness of cloud computing services as a mediator in the perceived risk-cloud computing adoption link and the job opportunity-cloud computing services link. Data were collected online from 125 users of cloud computing services and analysed using partial-least square structural equation modelling. The findings reveal that perceived risk directly negatively affects the perceived usefulness of cloud computing services. Job opportunity is positively associated with the perceived usefulness of cloud computing services. We found that the perceived usefulness of cloud computing services mediates the relationship between perceived risk, an individuals decision to adopt cloud computing services, and the link between job opportunities and an individuals decision to adopt cloud computing services. The current study has two theoretical contributions that are worth noting. First, this research offers insight into how perceived risk and job opportunities influence individuals adoption of cloud computing services. Second, the present study contributes to existing knowledge about applying the technology acceptance model in the context of cloud computing services.
  Keywords: cloud computing; technology acceptance model; TAM; perceived risk; job opportunity; perceived usefulness.
  DOI: 10.1504/IJSEM.2023.10058762
   
  
• High degree of informality in tourismscape: a threat to tourism service sustainability  
  by Syed S.M. Sadrul Huda, Tazin Islam 
  Abstract: This case study narrates the story of selected tourism initiatives in rural areas of Bangladesh. These tourism initiatives are undertaken by individuals (e.g., local people) who are mostly of young at age. This case interestingly identifies that these initiatives are informal in nature. No formal organisation setup has been established by the entrepreneurs. This case is analysed using ANT and tourismscape theory and it is noted that informal relationship among the actor networks may threaten the sustainability of these local informal tourism initiatives in long run.
  Keywords: tourism; informal; ANT theory; sustainability; tourismscape theory.
  DOI: 10.1504/IJSEM.2023.10058778
   
  
• Forecasting demand and consumer behaviour on the car market (case of Ukraine and Slovakia)  
  by Natalia Parkhomenko, Peter Štarchoň, Lucia Vilčeková 
  Abstract: Based on the analysis of global indicators affecting consumer demand in the car market, this article develops a forecasting neuromodel that takes into account the influence of the studied factors on consumer behaviour when choosing a car. The following 12 parameters are defined as the main indicators of the forecasting model, such as world GDP; world GDP growth; global inflation; unemployment rate; growth of population spending on consumption; motorisation of the global market (number of cars per 1,000 people); average annual price of oil; number of population; length of paved roads; average annual price of a sold car; average fuel consumption of the car sold; average annual cost of operation of the sold car. The test was carried out on the example of the car market of Ukraine and Slovakia. The results provided clear evidence that variables such as fuel costs, digitisation, model standardisation, environmental protection, changes in population, safety, and the use of lightweight materials for car production affect demand and consumer behaviour when purchasing a car. The research results can be used by car manufacturers, transport planners and researchers.
  Keywords: demand; consumer behaviour; forecasting; car market; neuromodelling; indicators of sales; Ukraine; Slovakia.
  DOI: 10.1504/IJSEM.2023.10058902
   
  
• Modelling of management decisions in the process of system integration at enterprises  
  by Oleh Kuzmin, Yevhen Tsikalo, Hanna Komarnytska, Victoria Terlecka 
  Abstract: In this article, we have developed an information-algorithmic model of the processes of modelling hierarchically subordinated management decisions in the course of system integration at enterprises based on formalising the interaction of the management and managed elements of the management system. The model is a formalised basis for information and algorithmic integration of applied solutions of management tasks assigned to the system elements. Within this framework, due to the process manufacturability of solutions, we will be able to implement integration and self-organisational features in business processes and their formalised information reproduction through the factor of management decisions. We have also developed the concept of structural positioning of the information and economic analytical support for modelling management decisions in the integrated management system. According to this concept, the information and economic components are integrated into management by modelling management decisions using a process approach.
  Keywords: business process; decision support system; DSS; information and economic component; development; system integration; enterprise; systematic approach; management.
  DOI: 10.1504/IJSEM.2023.10058972
   
  
• Analysis of critical success factors in robust service systems through fuzzy cognitive map  
  by Hamid Shabandarzadeh, Hadi Balouei Jamkhaneh, Fatemeh Haghighat, Fatemeh Khajeh 
  Abstract: This study aims to identify and analyse the critical success factors (CSFs) in robust service systems using the fuzzy cognitive mapping (FCM) approach. First, the factors or criteria affecting the robust service systems were identified through the literature review. Then, the cause-and-effect relationships of the factors and the effect of each factor in the robust design of the service systems were determined using the opinions of the panel of experts using the FCM approach. Findings show that 39 factors affect making a robust service system which can be classified into five categories based on the balanced scorecard (BSC) approach: social responsibility and stakeholder satisfaction, learning and growth of individuals, internal processes, finances, and suppliers. The three criteria of strengthening the process design, the competence of individuals and education and learning of individuals have the most significant impact on the robust design of the service system, respectively.
  Keywords: service management; service quality; robust service systems; critical success factors; CSFs; fuzzy cognitive mapping; FCM.
  DOI: 10.1504/IJSEM.2023.10059140
   
  
• Research of the possibilities and results of the implementation of the principles of the green economy using Industry 4.0 technologies on the example of the utility sector  
  by Natalia Skorobogatova 
  Abstract: The results of a study of the possibilities of introducing the principles of a green economy based on the application of Industry 4.0 technologies. The trend of deterioration of the quality of the environment for the population is proved. Various information and communication technologies have been studied from the point of view of the possibility of their application in the urban environment to improve the quality of life of people and the environment. The potential advantages of their implementation are revealed, considering the achieved results of their partial use by the advanced countries of the world. The use of the smart city concept for the transition to a green economy model in the public sector is proposed. A balanced assessment model is proposed, which is based on considering the interests of all stakeholders in terms of their economic, social, and environmental results and the innovativeness of the proposed solutions.
  Keywords: information technologies; communication technologies; green economy; Industry 4.0; innovative development; sustainable development; utility sector.
  DOI: 10.1504/IJSEM.2023.10059191
   
  
• The study of consumers post-purchasing behavioural intentions towards organic foods in an emerging economy: from the S-O-R model perspective  
  by Thanh-Binh Phung, Cong-Minh Tran 
  Abstract: The study is based on the S-O-R model, the theory of planned behaviour, and the expectation confirmation theory. The authors have built a research model to examine the customers post-purchasing behavioural intentions towards organic foods in Vietnam. Hypotheses were tested using structural equation modelling with a sample of 481 respondents. The results confirmed that word of mouth (WOM) and repurchase (REP) intention is affected by customer satisfaction. Trust in organic food impacts satisfaction and WOM intention. Satisfaction and trust are influenced by stimulating factors such as nutritional content, natural content, price fairness, environmental consciousness, health consciousness, and perceived value. However, the associations between environmental consciousness and trust, and trust and repurchase intention are not statistically supported.
  Keywords: re-purchase intention; word-of-mouth intention; satisfaction; organic foods; S-O-R model.
  DOI: 10.1504/IJSEM.2023.10059423
   
  
• Student's intention to purchase online air tickets of two developing nations: an extended concept of planned behaviour model  
  by Hitesh Jhanji 
  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.
  Keywords: airlines; purchase intention; online air tickets; developing countries; perceived behavioural control; trust; price saving.
  DOI: 10.1504/IJSEM.2022.10053511
   
  
• Factors influencing the adoption of mobile app during the COVID-19 pandemic  
  by Tag Lee, Amy Wong 
  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.
  Keywords: perceived customer value; adoption of mobile app; mobile app accessibility; internet connectivity; perceived safety; perceived privacy and security; perceived functional quality.
  DOI: 10.1504/IJSEM.2022.10053507
   
  
• Application of the theory of planned behaviour to predict Indian consumers' intention to purchase organic food  
  by Avani Raval, Diljeetkaur Makhija 
  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.
  Keywords: organic foods; environmental attributes; attitude; purchase intentions; mediation; theory of planned behaviour; TPB; India.
  DOI: 10.1504/IJSEM.2022.10053944
   
  
• Multi-level configuration of sustainability drivers of the municipal service supply chain with uncertainty  
  by Hadi Balouei Jamkhaneh, Ahamad Ghorbanpour, Reza Shahin 
  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.
  Keywords: service supply chain; sustainable service supply chain management; municipality; fuzzy interpretive structural modelling.
  DOI: 10.1504/IJSEM.2022.10053843
   
  
• Antecedents of product innovation and the role of product organisational units in the life insurance industry: a case study of LIC of India  
  by Furquan Uddin 
  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.
  Keywords: product innovation; product organisation; life insurance; LIC of India; Garrett's ranking technique.
  DOI: 10.1504/IJSEM.2022.10053696
   
  
• Formation, development and use of human capital: aspects of personnel security in a military conflict  
  by Zoryana Ravlinko, Vitaliy Shliakhetko, Uliana Motorniuk, Nina Petrukha, René Pawera 
  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.
  Keywords: human capital; personnel security; investment; military operations; labour migration; refugees.
  DOI: 10.1504/IJSEM.2023.10056911