International Journal of Services Operations and Informatics (4 papers in press)

Regular Issues

• Online marketing implementation drivers and their interrelationships for Philippine small and medium enterprises  
  by Lanndon A. Ocampo, Celbert Himang, Rebecca Manalastas, Rosein Ancheta Jr., John Henry Caballero, Jorgina Prias, Apple Jade Orendain, Emmalyn Delos Reyes, Yunicy Labitigan, Mary Ann Bunol 
  Abstract: The promising landscape of Internet use in the Philippines stimulates small and medium enterprises (SMEs) in shifting to online marketing. Despite an encouraging environment, its implementation requires utmost attention. To gain useful insights for its implementation, identifying the essential drivers of online marketing implementation is an important step; however, this agenda remains a gap in the domain literature. Thus, this work explores these drivers by extracting them from the literature, adopting the Delphi method to identify those relevant drivers, and utilizing the decision-making trial and evaluation laboratory (DEMATEL) in modeling their causal relationships determine those crucial drivers. From 16 drivers obtained from the literature, the Delphi group considers five relevant drivers: interactive connectivity, eliminates geographic barriers and increasing use of online channels, larger market scope, customer engagement, and cost savings. Results of the DEMATEL suggest that interactive connectivity, eliminates geographic barriers, and increasing use of online channels as key drivers in the transition to online marketing implementation of Philippine SMEs. Thus, relevant policy- and decision-makers must initiate strategies to stimulate these key drivers.
  Keywords: small and medium enterprises; online marketing; drivers; Delphi; DEMATEL.
  DOI: 10.1504/IJSOI.2022.10038007
   
  
• REAL TIME ASSET TRACKING IN FIELD SERVICES USING BARCODE SYSTEM: A CASE STUDY  
  by Jegan Jose, Shanmugam Prasanna Venkatesan, S. Kumanan 
  Abstract: A field service management system essentially provides a way for companies to support field operations including technicians, tools, cranes, supplies and more for smooth and effective execution Manual tracking of assets and equipment is cumbersome, prone to inaccuracy and do not provide the level of details and information availability for the business needs Tool centers maintain the inventory of tools to fulfil on-site repairs process is non-standard and time consuming which need to be simplified There exist significant research gaps in the current literature on the use of technological systems in managing assets in field services This motivates the need for developing tracking and tracing solution to increase visibility and control of assets, especially tools in the field In this research, we developed a barcode-based tool tracking system which will fully digitize the asset tracking process form end to end The solution developed in this study consists of three main
  Keywords: Track and Trace; Monitoring; Barcode; Field Service; On-site Repairs; Assets; Technology; Power Generation Company.
  DOI: 10.1504/IJSOI.2022.10044603
   
  
• University-industry collaboration and absorption capacity in knowledge creation in Latin America  
  by Dayanis García Hurtado, Carlos Alberto Devece Carañana, Emil Hoffmann 
  Abstract: Knowledge creation is a critical factor in countries’ economic development because advancing in technological innovation depends on effective knowledge management. The objective of this work is to explore the causal relationships that condition knowledge creation in Latin America. For this purpose, a comparative qualitative analysis of fuzzy sets (fsQCA) was carried out to explore the causal relationships between University-Industry (U-I) collaboration and absorption capacity that result in knowledge creation regionally in Latin America. This study identified two configurations for the study period (2016-2021) that suggest different alternatives to enhance knowledge creation. The findings indicate the importance of U-I collaboration in developing economies which do not have the capacity to create leading knowledge, but can at least absorb existing knowledge and apply it internally to gain benefits when faced with financial resource constraints.
  Keywords: Absorption capacity; University-Industry collaboration; Knowledge creation; Latin America; fsQCA.
  DOI: 10.1504/IJSOI.2022.10046293
   
  
• A literature review of causal relationships in 21st century skills and digital leadership  
  by Maria Orero-Blat, Hugo De Juan-Jordán, Daniel Palacios 
  Abstract: The world today is constantly changing and evolving. The industry 4.0 revolution, digitization, the arrival of the Internet of Things and the global health emergency caused by the Covid-19 crisis, are factors that have made companies have to adapt their business models and forms working to this new reality. For this reason, the need for improvement and adaptation of skills of employees and organizational capabilities is no longer a competitive advantage but necessary to survive. Digital competences, 21st century skills and digital leadership are concepts that have been widely studied theoretically in the last ten years. In addition, some empirical studies have established causal hypotheses between factors related to the skills of employees and company variables. Resilience, organizational learning capacity, agility, work engagement and motivation are the key factors that companies must promote and ensure among their employees for a correct evolution and adaptation to this new global situation.
  Keywords: Digital competences; digital skills; digital leadership; engagement; motivation; literature review; covid-19.
  DOI: 10.1504/IJSOI.2022.10046656