Forthcoming and Online First Articles

International Journal of Services and Operations Management

International Journal of Services and Operations Management (IJSOM)

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International Journal of Services and Operations Management (137 papers in press)

Regular Issues

  • Development of a goal programming model based on fuzzy QFD and ANP for supplier selecting and order allocation   Order a copy of this article
    by Mohammad Javad Ershadi 
    Abstract: Supplier selection and order allocation have great importance in the supply chain management network to achieve high-quality product and customer satisfaction. During the selection process of the eligible suppliers, qualitative factors, as well as quantitative factors, should be considered. In this paper, a novel method has been proposed by the development of a goal programming model with the assistance of a multi-criteria decision-making approach (MCDM). Also, the concept of the fuzzy quality function deployment (FQFD) has been employed for importing the voice of customers in the ranking and selecting process of suppliers and assigning the order quantity. Finally, the application of the proposed model has been shown in the automotive industry. Quality, price, delivery, and technology have been selected as the main indicators in determining supplier ranking and weighted by the ANP method. Furthermore, suppliers experience, innovative capacity, certificate of the quality management system, flexibility in satisfaction of customer demands, and financial stability were identified as the main technical specifications which were related to indicators using fuzzy QFD technique. The results of employing the goal programming model showed the developed model is robust based on different service levels.
    Keywords: quality function deployment; QFD; analytical network process; ANP;goal programming; GP; supplier selection; order allocation.
    DOI: 10.1504/IJSOM.2021.10046298
  • Fuzzy cognitive map based modelling for smart grid implementation in India   Order a copy of this article
    by Archana . 
    Abstract: Though the benefits of modernising the conventional grid to the smart grid are numerous, its implementation is still at a slow pace due to several constraints and uncertainties. The diverse peripheral effects of smart grid development result in either social/government support or resistance, which turns into a crucial element affecting its successful implementation. In this work, fuzzy cognitive map (FCM) modelling approach is presented to analyse the associated issues in the development and the application of smart grid technology. To identify the concepts for FCM modelling, a hybrid approach was used where information was extracted from experts’ opinions and questionnaire survey various scenarios were developed to analyse the impact of driver concepts on receiver concepts. For this purpose, mental modeller software has been used to design FCM models. The developed FCM framework will undoubtedly draw policy recommendations concerning the deployment of innovative technology to enhance energy efficiency and reliability.
    Keywords: smart grid; sustainability; fuzzy cognitive mapping; FCM; renewable energy; India.
    DOI: 10.1504/IJSOM.2022.10047102
  • Wholesale and sustainable supply chain: bridging gaps through digitalisation   Order a copy of this article
    by Lucas Conde Stocco, Luciana Oranges Cezarino, Lara Bartocci Liboni, Flavio Pinheiro Martins 
    Abstract: This paper aims to identify digital technologies unfolding to drive wholesale distributors’ business into a more circular dynamic. We propose a Circular distribution 4.0 framework relating digital technologies and the circular economy. Semi-structured interviews were carried out with wholesale distributors agents in Brazil, sector-level reports were evaluated through document analysis to complement to foster the discussion. Content analysis was performed based on the data obtained, allowing a systemic analysis of the situation experienced by these wholesalers and their role in the supply chain. In a systemic approach, the proposed framework describes latent connections integrating stakeholders and its management process as an open system, considering their externality among the supply chain. This study contributes to the sustainable supply chain management (SSCM) research field by presenting the possibilities of action that stakeholders should take to achieve greater efficiency in sustainable operations.
    Keywords: Distribution 4.0; circular economy; sustainable supply chain management; SSCM; closed-loop supply chain; systems approach.
    DOI: 10.1504/IJSOM.2022.10047537
  • Analysis of MAP/PH_1, PH_2/2 Queueing System with Two Types of Heterogeneous Servers, Standby Server, Instantaneous Feedback, Working Vacation, Multiple Vacations, Breakdown, Phase Type Repairs and Impatient Behaviour of Customers   Order a copy of this article
    by AYYAPPAN Govindan, Thilagavathy Karthikeyan 
    Abstract: In this article, we discuss two distinct types of heterogeneous servers, one of which is available at all times to provide service to arriving customers while the other is offering service in normal as well as vacation mode. Customers arrive based on the Markovian arrival process (MAP), and the service is distributed according to the phase-type (PH) distribution. While the main server-1 is providing service to the customers, if the main server-1 experiences a breakdown during service moments, the standby server will interrupt the main server-1 and begin providing service at a slower rate than the main server-1’s service rate. The Matrix-Analytic method has been utilised to determine the average number of customers present in the system that under steady-state probability vector. We examined the analysis of the system’s busy period and the distribution of waiting time. Numerical and graphical results are presented to our model.
    Keywords: PH-Distribution; MAP; Impatient Behaviour; Standby Server; Multiple Vacations; Working Vacation.
    DOI: 10.1504/IJSOM.2022.10047837
    by Vikash Kumar, Neeraj Kaushik 
    Abstract: In the service sector, failures are inevitable, no matter how prompt and best services an organisation delivers to their customers. The hospitality industry is the fastest growing industry in the world. Therefore, it is necessary to provide satisfactory services to satisfy customer’s demands. Service recovery is the set of activities an organisation takes in response to a service failure. It is making things better after something has gone wrong with the consumer’s experience. Services recovery focuses on avoiding service failure in organisations and building up customer relationships. The study was based on primary data, and data were collected from the hotel customers. The present study was undertaken to determine the factors that attribute to service failures in the hospitality industry. Factor analysis suggests five factors that the customers find as reasons for service failure. They are enlisted as basic amenities, procedural flaws, inefficient services, frustration, and no local knowledge. Finally, the future actions of the customer are taken into account, such as whether they return or recommend it to other people. Theoretical and managerial implications were provided in the interpretation part.
    Keywords: service failure; service recovery; hospitality industry; customers; hotels.
    DOI: 10.1504/IJSOM.2022.10048295
  • An eloquent study of Government v/s self-aided higher education institutions during COVID 19 revisiting SERVQUAL model   Order a copy of this article
    by Jignesh Bhatt, Prakashkumar Patel, Hardik BHADESHIYA, Baxiskumar Patel 
    Abstract: The sudden outbreak of COVID-19 worldwide at the end of March 2020 has forced almost all academic institutions, including higher education institutions, to resort to an online mode of education, which directly affected the quality of education. The present research investigates online education performance in government v/s self-aided higher education institutes during the COVID-19 outbreak by applying the SERVQUAL model. The data from the students of various universities were collected through an online survey method. The Mann-Whitney U, Wilcoxon W, and Z tests were applied across the gender in government and self-aided educational institutions. It has been found that most of the students were highly satisfied with the online mode of education. The tested hypothesised model fits poorly on the sample data, and some modifications are required to use the same in future.
    Keywords: COVID-19; higher education institutions; online education; service quality; SERVQUAL.
    DOI: 10.1504/IJSOM.2022.10048296
    by Ernest Yaw Tweneboah-Koduah, Raphael Odoom, Matilda Adams, Alexander Annane-Mccarthy 
    Abstract: Recent marketing frameworks suggest that patients are important resources for co-creating health value together with healthcare service providers. As a result, patient engagement in healthcare service delivery is being encouraged as it has been found to improve doctor-patient relationships and satisfaction, medical status as well as psychological well-being. This research thus aims to investigate the influence patient cognitive engagement dimensions (i.e., process enjoyment and self-efficacy) have on value co-creation behaviours. The study also tests the mediating effect of value co-creation on the relationships between process enjoyment and customer loyalty, as well, as self-efficacy and customer loyalty in the Ghanaian healthcare sector. Using a convenience sampling approach, survey data was drawn from 393 outpatients from Korle-Bu Teaching Hospital and the Accra Regional (Ridge) Hospital in Accra, Ghana. Structural equation modelling using Smart PLS (v.3.2.3) was used to analyse the collected data. The findings revealed that value co-creation behaviours are influenced by both process enjoyment and self-efficacy. Additionally, the study revealed that value co-creation fully mediates the relationships between process enjoyment and customer loyalty as well as self-efficacy and customer loyalty. Implications of these findings are discussed.
    Keywords: customer loyalty; patient cognitive engagement; self-efficacy; process enjoyment; value co-creation.
    DOI: 10.1504/IJSOM.2022.10048299
  • Supplier Integration and Firm Performance: A Multiple Case Study of American Manufacturing and Services Firms.   Order a copy of this article
    by Nikhat Afshan, Jaideep Motwani 
    Abstract: Several researchers have investigated the relationship between supplier integration and firm performance, however, the findings remained inconsistent. This called for more research, specifically the qualitative research to better understand supplier integration and performance relationships. Through case study of four US firms belonging to manufacturing and service industry, this study tries to understand their supplier integration strategy and how this leads to performance improvement. The findings suggested that the supplier integration and performance relationship vary across the organisation despite the same level of supplier integration efforts. This difference can be attributed to the product variety, customer service level and nature of industry in which firms operate. These findings provide directions for conducting future research.
    Keywords: supplier integration; operational performance; case study method; financial performance; trust; commitment; supplier performance; supplier evaluation.
    DOI: 10.1504/IJSOM.2022.10048363
  • Challenges and opportunities in a lean automation model implementation: Characterizing micro, small and medium-sized enterprises (MSMEs) of developing countries   Order a copy of this article
    by Daniel Morelli, Pedro H. R. Botene, Gabriella C. T. Colombo, Giovana Catussi Paschoalotto, Paulo Sérgio De Arruda Ignácio, Anibal T. De Azevedo, Antonio C. Pacagnella Júnior, Alessandro L. Da Silva 
    Abstract: The approach that associates innovative Industry 4.0 technologies with lean production principles is called lean automation (LA). This paper aims to explore LA models, investigating challenges and opportunities to their practical application in micro, small and medium-sized enterprises (MSMEs) in Brazil, contributing to technological development in emerging countries. As such, this article mapped the main combinations of Industry 4.0 and Lean principles, structured a conceptual just-in-time (JIT) delivery model, and characterised the conditions of MSMEs of emerging countries in relation to LA standards. The data collection was generated through a survey, and its analysis was performed using the Promethee-Gaia method. The results allowed us to compare different sectors, revealing their strengths and weaknesses. This study verified that business segments with the worst LA adherences presented low rates in concepts such as:
    Keywords: lean automation; Industry 4.0; I4.0; lean production systems; LPS; just-in-time; delivery; JIT; micro small and medium-sized enterprises; MSMEs.
    DOI: 10.1504/IJSOM.2022.10049294
  • The decision to retain or divest of share ownership: A case study using SWOT, CBA, financial considerations, and future projection in a logistics business in Indonesia   Order a copy of this article
    by Effnu Subiyanto 
    Abstract: The purpose of the study is to ensure that business analysis empirically can be exercised by using the combined methods of SWOT, CBA, financial considerations, and future projection. The methodology utilized combination mechanisms of the strengths, weaknesses, opportunities, threats (SWOT) analysis, cost and benefit analysis, and several financial considerations. The findings based on exercise suggest Silog
    Keywords: Business analysis; Corporate strategy; Decision making; Divestment; Projection analysis; Innovation.
    DOI: 10.1504/IJSOM.2022.10049389
    by Fagner José Coutinho De Melo, André Albuquerque, Larissa De Arruda Xavier, Denise Dumke De Medeiros 
    Abstract: This paper aims to propose an approach to evaluate the quality of health services from the point of view of the user of a university hospital located in the northeast region of Brazil. The sample (35 patients) was collected in the clinic’s treatment and tuberculosis control area in a time span of two months. The approach used Kano model and TOPSIS as the service attributes can satisfy the client’s needs under the aegis of Fuzzy Theory. The quality assessment showed that outpatient care category and physical environment were considered good, and the categories laboratory exams and pharmacy were considered excellent. The ordering of categories was carried out by means of the TOPSIS method, obtaining the following results, pharmacy, laboratory exam, physical environment and outpatient care. The proposed approach is feasible to implement, as it guides managers in the decision-making process aiming at the continuous improvement of the quality management.
    Keywords: quality assessment; service; fuzzy; TOPSIS; Kano model.
    DOI: 10.1504/IJSOM.2022.10049517
  • Simulation Analysis and Development of Priority Dispatching Rules for a Partial Flexible Job Shop   Order a copy of this article
    by Sudeesh S, K. Ramesh Kumar, S.P. Anbuudayasankar, Thenarasu Mohanavelu 
    Abstract: The focus of today’s manufacturing strategy is to reap the benefits of flexibility, which makes it easier to adapt to changing production needs and requirements. Increased job shop flexibility has only added to the difficulty of scheduling operations. Partial flexible job shop scheduling is one in which a job operation can only be performed on one of a predefined subset of alternative machines. Priority dispatching rules (PDRs) are used to decide the order in which operations in the queue should be selected. In this study, a novel procedure has been devised to prioritise jobs in a partial flexible job shop. Entropy method has been used in this study for determining the weights for the conflicting criteria, and the VIKOR method is used to determine the priority of jobs. Discrete event simulation models are developed to evaluate the performance measures, namely makespan, flow time, and tardiness. Well-known benchmark instances and a large-scale real-world problem have been utilised to evaluate the performance of the proposed method. In both cases, the proposed MCDM-based priority rule performed well for makespan, flow time, and tardiness-based measurements.
    Keywords: discrete event simulation; DES; partial flexible job shop scheduling problem; PFJSSP; multi-criteria decision making; MCDM; VIKOR; priority dispatching rules; PDRs.
    DOI: 10.1504/IJSOM.2022.10049613
    by Bruna Keila Macieira Santos, Pablo Pinto, Fagner José Coutinho De Melo 
    Abstract: This paper aims to identify the dimensions and attributes for assessing the quality of services in community social centres through a systematic review of the literature. A systematic review of the literature was conducted using the Web of Science and Scopus databases, with a timeframe from 2017 to 2021. The search results showed a compendium of 23 relevant papers. The results point to different approaches that highlight the importance of the theme, helping to identify an important gap in the literature. Ten dimensions and 43 relevant attributes were listed, with appropriate framing for the research. This paper contributes with significant information for public agents, civil society, and educators, encouraging a sequence of research on the subject in search of strengthening, expanding such initiatives.
    Keywords: quality assessment; public and social services; community centres; multiservice education; citizenship centres; SERVQUAL.
    DOI: 10.1504/IJSOM.2022.10049680
  • An Empirical Analysis of Supply Chain Sustainable Performances in Malaysian Freight Logistics Industry   Order a copy of this article
    by Kim Yoke Ong, Suhaiza Zailani, Kanagi Kanapathy 
    Abstract: The study aims to investigate the influence of perceived supply chain sustainable performances (social, economic, and environmental) on the sustainable competitiveness of Malaysian freight logistics. The study developed and distributed a structured survey questionnaire to 300 Malaysian freight logistics practitioners, which resulted in 144 valid responses. The study hypotheses were tested using partial least squares structural equation modelling (PLS-SEM). Resultantly, economic and environmentally sustainable performance indicators (SPIs) in the supply chain significantly and positively influenced the sustainable competitiveness of Malaysian freight logistics competitiveness. Surprisingly, supply chain performance social indicators did not directly affect Malaysian sustainable freight logistics competitiveness. The study extends the current literature by demonstrating the influence of perceived supply chain sustainable performance on the sustainable competitiveness of Malaysian freight logistics. The study also employed PLS-SEM to validate higher-order constructs, hence enabling developing and testing a useful supply chain risk management model for freight logistics practitioners.
    Keywords: supply chain sustainable performances; social indicators; economic indicators; environmental indicators; sustainable freight logistics competitiveness.
    DOI: 10.1504/IJSOM.2022.10049681
  • An intelligent hybridized distributed feedback control approach for the JIT open-shop scheduling problem   Order a copy of this article
    by Azouz Meddourene, Brahim Bouzouia, Rosa Abbou, Nouara Achour 
    Abstract: In a real production environment, many companies are under pressure to increase customer satisfaction and reduce inventory costs. In this circumstance, production manufacturing within the just-in-time (JIT) approach should be combined with more flexibility. This paper proposes an intelligent hybrid approach called SA-DATC, which combines the two algorithms of simulated annealing (SA) and distributed arrival-time control (DATC) derived from control theory, to generate a reactive control strategy by combining the key advantages of each of them. The performances of the proposed method are tested on several randomly generated problems and are compared with quadratic linear program solutions to get a gauge of their relative effectiveness in a static environment. The results show the effectiveness of the proposed hybrid approach for JIT manufacturing by reducing production costs, production delays, and customer dissatisfaction.
    Keywords: just-in-time; JIT; manufacturing control; open-shop scheduling; dynamic scheduling; arrival time control; simulated annealing.
    DOI: 10.1504/IJSOM.2022.10049734
    by Pini Davidov, Shlomo Globerson, Inessa Ainbinder 
    Abstract: The intensity of self-service technologies is increasing in supermarkets, banking, insurance, flight check-in, etc. This trend is mostly due to advances in digitalisation and automation. A major decision in designing a hybrid-service system is to determine the number of servers (e.g., cashiers) and the number of self-service stations to be included in the checkout system. These decisions affect both the level of service given to the customer as measured by amount of time that the customer spends in the system, and the organisational operational cost. This article, using waiting line theory, examines considerations such as customer arrival pattern, service time, operational cost, learning, and forgetting, that should be taken into account when designing a checkout system. The article presents various examples that use quantitative methods to evaluate the impact of possible configurations of cashier and self-service stations.
    Keywords: service companies; self-service; waiting time; level of service; operational cost; performance; learning curves; forgetting curves.
    DOI: 10.1504/IJSOM.2022.10049739
  • Can Food Delivery Robots Become A New Norm in India? A study of Online Food Delivery Services   Order a copy of this article
    by Anuja Agarwal, Akriti Mittal 
    Abstract: The infusion of robots has increased enormously in the last few years. Out of many, food delivery robots (FDRs) are the ones that are in direct contact with the consumers. This study identifies the usage and growth of FDRs in the global market while exploring the opportunities and substantial barriers for Indian food delivery giants. Also the behavioural aspects of Indian consumers are explored towards acceptance of food delivery services from robots. An extensive literature review was followed by in-depth interviews with the robotic service delivery providers and collected data from 194 Indian consumers using survey method. Analysis using analytical tools resulted in three factors, customer acceptance, perceived risk, and sentimental value with positive inclination towards using FDRs. Usage of FDRs by Indian food delivery companies is a novel context in itself and identification and understanding of customer acceptance towards the same makes it a relevant research work.
    Keywords: food delivery robots; FDRs; Indian service industry; consumer acceptance; behavioural aspects; barriers to adoption; India.
    DOI: 10.1504/IJSOM.2022.10049740
  • Differential Model of Customer Loyalty Evolution as Loyalty Forecasting Tool   Order a copy of this article
    by Michael Vigdorowitsch 
    Abstract: The paper introduces a differential model of customer loyalty evolution which enables one to construct solutions, based on hypotheses and incorporated sub-models of factors affecting the loyalty. We consider first heuristically a differential equation holding the balance between selected factors affecting one another (functionality, quality, price) and related to the notion customer loyalty. Such an equation classified as the first integral (the first way to solution) in the theory of differential equations enables one to rigorously analyse it and construct hypothesis-driven solutions. A special (simplified) case is considered to demonstrate how the approach works. The model allows to construct solutions depending on particular representations of functionality, quality and price impacts. Serving as a prototype of a corporate tool, the model is shown with simple examples to generate the loyalty evolution forecasts. It is especially useful with further adaptation for practitioners and those who have commitment to integrated corporate management solutions.
    Keywords: customer loyalty; satisfaction; service functionality; service quality; loyalty depreciation.
    DOI: 10.1504/IJSOM.2022.10049825
    by Adebayo Adedugba, Olaleke Ogunnaike, Busola Kehinde, GBENGA OKE 
    Abstract: Inventories do not usually follow normative linear models in the cement manufacturing firms. At best, a degree of bounded decisions rather than a boundless decision based on a trend and model of the inventory distribution and replenishment. In this study, the operational mechanism of inventories in a continuous framework within an inventory chain was examined. The study utilised the backorder inventory model, and reorder point/safety stock (normal distribution) to decide inventory volumes and optimality so as to augment profitability. Partial least square (PLS) was additionally utilised to examine the extent of inventory optimality on replenishment and distribution. The study posited that volume and inconsistency of order amount would generally be bigger and the request time lengthened while the inventories move along the echelons. The study also linked inventory optimality to replenishment and distribution decisions. Results show that inventory quantity span should be initiated by clients’ demand hence decreasing holding and order costs. Furthermore, the results also stated that optimal inventory is an important variable that maximises replenishment and distribution. Therefore, a linear relationship between inventory optimality and replenishment leads to maximal distribution.
    Keywords: inventory optimality; replenishment; distribution; profitability; maximal.
    DOI: 10.1504/IJSOM.2022.10050071
  • Resilience to Sustainability: System Dynamics Modelling in E-commerce   Order a copy of this article
    by Chuks Medoh 
    Abstract: Numerous challenges are associated with doing business in African countries. These barriers are important benchmarks to advancing growth prospects in African electronic-commerce (e-commerce) companies. However, establishing the correlation between these factors and productivity has been a challenge. The impact on data available from two African e-commerce companies: Takealot (South Africa) and Jumia (Nigeria) is utilised in this work. The method merges the data collected and evaluates the intercorrelation between the factors of productivity based on items sold and revenue generated from both e-commerce companies. This is based on multi-criteria decision making. The findings demonstrate a strong positive correlation between each factor identified and productivity. The results provide practical insights on the potential impacts of industry 4.0 tools and can be considered as a reference guide for designing a resilience to sustainable e-commerce service system.
    Keywords: analytic hierarchy process; AHP; electronic commerce; Jumia; productivity; simulation; Takealot.
    DOI: 10.1504/IJSOM.2022.10050074
  • Technology disruption and its application in organizational management theories: a case study on Toyota motor corporation (TMC)   Order a copy of this article
    by Md. Rahat Khan, Most. Tahura Pervin 
    Abstract: During the last 75 years of Toyota Motor Corporation’s (TMC) business operations, the company tried to respond to the environmental changes by adopting and implementing technology disruption and IT advancements for delivering greater value to its stakeholders. Technology disruption affects management philosophies. TMC’s business success is not just an overnight story. A long waited for innovative managerial activities and decision-making has made the dream come true for TMC. The aim of the study was to find out the technology disruption impact and alignment of management theories in organisations based on the qualitative case method. Plenty of secondary sources such as websites, blogs, books, articles, and annual reports were observed to explore this research. The study found an innovation management model in the technology disruption situation. The study will help to learn the association between technology disruption and management philosophies in the manufacturing and automobile industries.
    Keywords: disruptive technology; information technology; organisational structure; management philosophy; Toyota.
    DOI: 10.1504/IJSOM.2022.10050347
  • Investigating The Effect of Market Orientation on Micro and Small Enterprises Performance in Yemen: The Moderating Role of Social Media Marketing Adoption   Order a copy of this article
    by Sabri Shaker, Noor Fadhiha Mokhtar, Nur Aishah Awi, Safiek Mokhlis 
    Abstract: This study aimed to investigate the effect of market orientation on the performance of micro and small enterprises (MSEs) in Yemen. It also aimed to examine the moderating role of social media marketing (SMM) adoption in relation to market orientation (MO). A sample of 362 MSEs in Yemen was found eligible for this study. The data was analysed using partial least squares structural equation modelling (PLS-SEM). Two analyses were undertaken, utilising descriptive statistical analysis and inferential analysis techniques, to fulfil the research objectives. The results of the data analysis demonstrated that MO and MSEs’ performance had a positive and significant association. SMM also had a significant impact on the performance of MSEs. Additionally, SMM did not moderate the relationship between market orientation and the performance of MSEs. Only a few studies have been done on MSEs’ performance and the impact of MO and SMM. Thus, this study has provided a new insight into this area of research.
    Keywords: business performance; social media marketing; micro and small enterprises; MSEs; market orientation.
    DOI: 10.1504/IJSOM.2022.10050527
  • How to Control Vendor Service to Avoid Fraud in Insurance Sector   Order a copy of this article
    by Filipa Morais, Leandro Pereira, Álvaro Lopes Dias, Rui Gonçalves, Renato Lopes Da Costa 
    Abstract: The difficulty in controlling the quality of services provided by external providers, in the settlement of multi-risk claims, increases the risk of fraud and constitutes an obstacle for Insurance companies. The methodology used seeks to understand the evolution of quality control of external providers; to identify the causes of the incapacity to implement adequate controls and the main impacts of this constraint; to define the best solution to solve the problem and the benefits for the company. Although there is a greater concern, controls are still insufficient, which may create economic and financial losses, negatively impact customer satisfaction and weaken the company's image. The lack of sensitivity to fraud and the misuse of resources condition adequate quality control. Audits and the parameterization and automation of controls offer greater robustness to the company, increase security with customers and control financial waste.
    Keywords: External Fraud; Fraud in the Insurance Sector; Fraud Prevention and Detection.
    DOI: 10.1504/IJSOM.2022.10050613
  • Optimal planning of oil palm fruit harvest   Order a copy of this article
    by Tatiana Gonzalez-Negrete, Rafael Guillermo García-Cáceres, John Wilmer Escobar-Velásquez 
    Abstract: The present paper deals with operational planning in the upstream link of the oil palm supply chain. A MIP mathematical model is proposed in order to optimise fruit lifting and transportation activities within plantations, seeking to improve the coordination of human resources and available equipment. The proposed stochastic bi-objective model was optimally solved under the -constraint solution procedure, with a good performance in terms of computation time.
    Keywords: operative planning of the supply chain; mathematical programming; oil palm; inbound logistics.
    DOI: 10.1504/IJSOM.2022.10050814
  • A Conceptual Framework for Location of Electric Vehicle Charging Station   Order a copy of this article
    by Cintia Nurliyana, Yuliani Dwi Lestari 
    Abstract: Electric vehicles (EVs) are becoming as a viable solution to solve of vehicular greenhouse gas emissions. Despite the benefits of EVs, some obstacles must be solved before they can be widely adopted. However, there are significant social, technical, and economic obstacles to widespread EV adoption, mainly about lacking of charging infrastructure. The growth of EVs in the future will be followed by the increased number of public charging facilities. Therefore, assessing the suitable location of electric vehicle charging stations (EVCS) is an essential requirement improving the public acceptability of EV and support the implementation of EV. This research aims to create a conceptual framework for identifying optimal locations for the deployment of EVCS. In addition, understanding how to determine location of charging stations and what factors affect the selection can help stakeholders accurately identify cause and effect relationships to provide credible recommendations for both charging service providers and government decisions.
    Keywords: electric vehicle; location; charging station.
    DOI: 10.1504/IJSOM.2022.10051412
  • Financial Literacy and Operational Decisions: Insights from the Entrepreneurs of Food Service Industry   Order a copy of this article
    by Aashi Khandelwal, Sarath Chandra Tangirala, Priyanka Khanzode 
    Abstract: A business to withstand in the present highly competitive market, money management is very important. At the beginning of the business, entrepreneur will have to handle all the financial and non-financial matters related to the business. For the purpose of effective financial management financial literacy is essential for the entrepreneurs. In this paper we aim to study the financial literacy of the food service industry entrepreneurs based in the Electronic City of Bangalore. The aim is to determine the relationship between the entrepreneur’s financial literacy and investment decisions. For this purpose, we had analysed the data collected from primary source by circulating the questionnaire to various entrepreneurs in the Electronic City area. The analysis has been done using the ANOVA, regression and demographic analysis to analyse the data collected. According to the findings of the research, there has been a recent growth in public understanding of finance and wealth generation.
    Keywords: entrepreneur; money management; financial literacy; operational decision; food service industry.
    DOI: 10.1504/IJSOM.2022.10051837
  • Professional Competencies and Job Performance: Insights from the Healthcare sector   Order a copy of this article
    by Sharanika Dhal, Snigdha Mohapatra 
    Abstract: The healthcare sector has been facing overwhelming demands in the recent times, owing to the pandemic situation. In this regard, the healthcare professionals are burdened with long shifts, stressful work environment, and endless expectations to deliver quality patient care. Accordingly, competency levels of the healthcare professionals, especially nursing staff, play a significant role to effectively tackle the high-pressure clinical environment. The present research examines the link between professional competencies, organisational culture, and job performance of nursing professionals in an emerging country context. Based on the empirical results, professional competencies and organisational culture positively enhance job performance of the nursing employees. These findings offer newer insights on this under-explored domain to facilitate conceptual development and policy formulation.
    Keywords: nursing; competencies; job performance; organisational culture.
    DOI: 10.1504/IJSOM.2022.10051838
  • An EOQ Model based on Intuitionistic Fuzzy and Cloudy Intuitionistic Fuzzy Demand Rate   Order a copy of this article
    by Surendra Singh, Tanuj Kumar 
    Abstract: This article described a classical EOQ inventory model under intuitionistic fuzzy and cloudy intuitionistic fuzzy demand rates. It is generally assumed that the uncertainty of the parameters of an inventory model is constant over time, but in reality, the uncertainty tends to decrease over time as the business of company grows in market. This study looks up the cloudy intuitionistic fuzzy number to address such type of uncertainty. At first glance, we formulate a crisp EOQ inventory model and then it is fuzzified to archiving decisions under the intuitionistic fuzzy as well as the cloudy intuitionistic fuzzy demand rate. Further, to solve an intuitionistic and cloudy intuitionistic fuzzy models, we develop two new defuzzification formulas based on Yager’s indexing method and De and Beg’s index method, respectively. Finally, a comparative analysis between the crisp, intuitionistic fuzzy and cloudy intuitionistic fuzzy models for the optimal values of average inventory cost, inventory level and cycle length is illustrated with the help of numerical example. The article is finally concluded with scope for possible future work.
    Keywords: EOQ model; triangular intuitionistic fuzzy numbers; cloudy intuitionistic fuzzy number; total average inventory cost; defuzzification; degree of fuzziness.
    DOI: 10.1504/IJSOM.2022.10051873
  • Three Decades of Service Recovery Research: A Bibliometric Review   Order a copy of this article
    by Akuthota Sankar Rao, Damodar Suar, Bimal Kishore Sahoo 
    Abstract: The goal of this research is to provide a bibliometric summary of the key trends in service recovery (SR) from 1990 to 2020. Between 1990 and 2020, the study employed the Scopus database including bibliometric metrics to reflect bibliographic data, such as the total number of publications as well as citations. The paper uses the VOSviewer to map journals, keywords, as well as institutions using bibliographic coupling and co-citation evaluation, resulting in a graphical display of the bibliographic information. Findings suggest that the most productive country is the USA, and the most productive journals are service-related. Using a co-citation analysis of the past literature, three major areas pertaining to theoretical developments, the emergence of SR, and the role of frontline employees for service recovery are identified. This study is useful to understand service failure and subsequent recovery such as papers related to scientific productivity thereby adding novelty to the research.
    Keywords: service recovery; bibliometric review; three decades; co-citation; scientific productivity.
    DOI: 10.1504/IJSOM.2022.10051992
  • Company Characteristics and Board Structure: Do they matter for Human Resource Disclosure of Indian Companies   Order a copy of this article
    by Dr. Kirti Aggarwal  
    Abstract: The study examines the effect of company characteristics and board structure on the level of HR disclosure in Indian listed companies. The present study has been conducted on 63 companies listed on NSE-100 Index for the time period of ranging from F.Y. 2012
    Keywords: company characteristics; board structure; human resource disclosure; LSDV regression model; India.
    DOI: 10.1504/IJSOM.2022.10052032
  • Supply Chain Risk Management for Logistics Activities: Systematic Literature Review   Order a copy of this article
    by Jovanska Arfianda Imran, Liane Okdinawati 
    Abstract: The supply chain (SC) is sensitive to risk, with the major source coming from logistical activities. These risks could cost companies hundreds of millions of dollars and such consequences are not only experienced by the focal company, but it causes a ripple effect in the whole chain. Previously, there have been many literature review articles in the field of SCRM but the discussion is for SC, in general. Due to the lack of research studying the current state of SCRM literature for logistics activities, this study proposes a systematic literature review focusing only on logistics activities. Articles from Scopus and Google Scholar were analysed based on the SCRM process and the collaboration features in the SC. Based on the analysis, this literature review illustrates the role of collaboration features in the SCRM processes. Finally, we highlight the gaps in the existing literature and provide directions for future research.
    Keywords: supply chain risk management; SCRM; logistics activities; collaboration; systematic literature review; SLR.
    DOI: 10.1504/IJSOM.2022.10052152
    by Shashi Sawhney, Jitin Gambhir 
    Abstract: Nowadays, green financing framework has gained significant attention in automobile industry around the world. This work intends to conduct an analysis of green finance in India for manufacturing of electric two-wheelers. Typically, the electric two-wheelers help to reduce the green-house gas emissions and environmental pollutions as well as reduce the fuel consumption. Due to these factors, the electric two-wheelers are being promoted for use in India. The study includes financial mechanism supporting the evolution from conventional internal combustion engine (ICE) to electric two-wheelers. Moreover, the different types of risk factors associated to the financing of electric two-wheeler manufacturing industries have been examined. Also, the role of financial institutions (FIs) in supporting the manufacturing of electric two-wheelers is analysed with the help of public policies in India.
    Keywords: green finance; renewable energy source; RES; electric two-wheeler; financial institutions; FIs; low-carbon transition and automobile industries.
    DOI: 10.1504/IJSOM.2022.10052231
  • E-HRM Delivers Better HRM Services   Order a copy of this article
    by Javad Shahreki, Audrey Lim Li Chin, Anahita Ghanad, Maniyarasi Gowindasamy, Sahar E-Vahdati 
    Abstract: It is commonly believed that the advent of electronic human resource management (e-HRM) will result in improved HRM quality of service. This study specifically addresses two requests from previous research on e-HRM; one, to highlight the significance of the interaction between technological and organisational characteristics; and two, to establish that the deployment of e-HRM results in higher-quality HRM services. The advantages of both traditional HRM and e-HRM, according to our argument, are the primary factors that determine the high quality of HRM services. The frequency with which e-HRM is used may serve as a mediator in the connection. Additionally, using the adaptive structuration theory as a foundation, the amount of mediation used may differ between high and low e-HRM appropriation. To further understand what factors contribute to high-quality HRM services, an analysis of moderated mediation is done on a sample of 351 employees from a central administration department. Our research reveals that HRM and e-HRM capabilities have a significant positive direct impact. By demonstrating that HRM capability is the key determinant of HRM quality of service, the study’s findings extend the field of e-HRM research.
    Keywords: e-HRM capability; e-HRM utilisation; HR experts; line managers; HRM quality of service.
    DOI: 10.1504/IJSOM.2022.10052300
  • Process automation in a clinical laboratory of a Brazilian general hospital: co-creating value within the supply chain   Order a copy of this article
    by Paulo Sergio Altman Ferreira  
    Abstract: The objective of this work is to advance a model that explains the process of automation in the search for co-creating value within a healthcare supply chain. Automation is a collaborative effort where client organisations are key actors for the improvement of their processes. On the other hand, to integrate technology into these processes, suppliers need to access and develop the knowledge base and capabilities of organisational customers. According to these understandings, suppliers and client organisations assume value co-creating relationships. The present research applies the case study approach in a clinical laboratory of a general hospital. The research presents as a result that difficulties in process automation reflect divergent perspectives of value. These complications permeate networked interactions. The developed model proposes that value co-creation in process automation can be achieved when players explore and perform activities of a) reviewing daily practices; b) developing network value; and c) manage change.
    Keywords: process automation; technology integration; healthcare; value co-creation; supply chain.
    DOI: 10.1504/IJSOM.2022.10052302
  • Global Financial Services and its Related Technology Usage   Order a copy of this article
    by Alan D. Smith, Stanko Racic 
    Abstract: A major global study was undertaken that included 20 markets and over 22,000 online interviews. The survey results were initially reported in percentages, which were used as a basis for analysis. The basic finding was that on average 1 in 3 digitally active consumers use two or more FinTech services. That is significant enough to suggest that such technology has reached early mass adoption. A common assumption is that FinTech firms struggle to translate innovation and great customer experience into meaningful numbers. The initial findings reflect considerable consumer appetite for new and innovative financial service products that take advantage of new consumer technologies, such as mobile and cloud.
    Keywords: developing economies; emerging financial markets; EY FinTech Adoption Index; 2017; financial inclusion; financial technology and usage (FinTech); technology adoption.
    DOI: 10.1504/IJSOM.2022.10053334
  • Antecedents and consequences of the use of data analytics in supply chain: The Malaysian perspective   Order a copy of this article
    by Moloud Soltanian Fallahieh, Kanagi Kanapathy, Suhana Mohezar 
    Abstract: In recent years, the amount of data has grown in almost all sectors of the global economy. Firms can incorporate a data-driven supply chain strategy to gain valuable insights into improvement in product and process designs and in demand and supply management. The present study examines how technological, organisational and environmental (TOE) factors contribute as antecedents for the use of data analytics in the supply chain (DASC) and consequently on improving supply chain competitiveness and firm performance. The study contributes to the mediating role of supply chain competitiveness in the relationship between DASC and firm performance. The study adopts a quantitative methodology using a survey with 141 usable responses. The study significantly contributes to analysing the mediating effect of supply chain competitiveness and shows that supply chain competitiveness is the key through which the use of DASC would lead to firm performance.
    Keywords: technological; organisational and environmental; TOE; data analytics; big data; SCOR; supply chain performance; competitiveness.
    DOI: 10.1504/IJSOM.2022.10053388
  • Psychological factors influencing the adoption of three-wheeler electric vehicles, a study on users in India.   Order a copy of this article
    by Navin Mathew, G. Varaprasad 
    Abstract: Emissions from internal combustion engine vehicles are one of the significant contributors to increased air pollution. Studies indicate that EV is one of the possible practical implications for reducing air pollution. Out of all segments, the three-wheeler is one of the most widely used because of its public transport usage. Even though electric three-wheelers (e-rickshaws) are available in the market, customers refrain from buying them. This study aims to investigate and analyse the psychological factors impacting the adoption of e-rickshaw in Patna, India. The partial least square-structural equation modelling (PLS-SEM) technique was used to analyse the data. Awareness of EVs and environmental concerns are found to be the most influential factors affecting the adoption of EVs with the help of importance-performance map analysis (IPMA). The results obtained from this study can be used by government agencies and vehicle manufacturers to make policies for faster adoption of three-wheeler EVs.
    Keywords: three-wheeler EV; adoption; PLS-SEM; awareness of EV; environmental concern.
    DOI: 10.1504/IJSOM.2023.10053617
  • Industry 4.0 maturity model: an assessment in manufacturing enterprises   Order a copy of this article
    by Poliana Carneiro Gomes, Julia Carvalho Fernandes De Oliveira, Kleber José Tenório Tavares, Fagner José Coutinho De Melo, Djalma Silva Guimarães Junior 
    Abstract: This paper aims to identify the level of digital transformation of industries, based on their degree of Industry 4.0 maturity and whether they contribute to the country’s innovative environment or need to be boosted to reach a degree of expected maturity. The selected methodology was applied research, with an exploratory/descriptive, quantitative, and survey, using an online questionnaire. The maturity assessment used to analyse the industries was Acatech Industry 4.0 maturity index. The survey was applied with five industries located in Pernambuco/Brazil. The overall Industry 4.0 maturity of the studied companies was calculated as 2.49, which is still in the digitisation phase, below the minimum value to be considered mature/maturing in the scope of Industry 4.0. Besides, the studies reveal that it is important to prioritise investments in principles of Industry 4.0 and to create an innovation area in the industries that there are not yet.
    Keywords: smart factory; Industry 4.0; Industry 4.0 maturity model; technology 4.0; Industry 4.0 principles.
    DOI: 10.1504/IJSOM.2023.10053683
  • Applying the Lean Principles to Improve the Organ Donation-Transplantation Process   Order a copy of this article
    by Claudia Araujo, Clarissa Gussen, Marina Siqueira, Luis Antonio Dib 
    Abstract: Despite advancements, there are persistent inefficiencies in organ donation-transplantation (ODT) processes and an increasing need for donated organs worldwide. The lean philosophy is particularly noteworthy among the management approaches pursuing greater efficiency. It has been applied to several fields, including health services, but not extensively explored within transplantation activities. This study examines the applicability of lean principles to improve ODT processes in Brazil. A multiple case study was conducted in three Brazilian State Transplant Centers with greater transplantation volume. The findings suggest overall alignment between procedures adopted by the Transplant Centers and lean thinking practices. For example, the lean principle of process' fluidity is assured through strengthened relationships with involved parties, decentralized decision-making, teams sized accordingly to local requirements, and practitioners provided with all necessary work tools. In light of the results, the Lean ODT Coordination Model is proposed, and several initiatives to increase the supply of organs are presented.
    Keywords: lean principles; lean thinking; organ donation; organ transplantation; organ donation-transplantation process; Brazil.
    DOI: 10.1504/IJSOM.2022.10053686
  • Supply Chain in the Wake of COVID-19   Order a copy of this article
    by Gaurav Kumar Badhotiya, Leena Sachdeva, Gunjan Soni 
    Abstract: The COVID-19 pandemic has immensely impacted the global supply chain. Although many research articles have been published in this field since 2020, the literature is still fragmented. Recognizing this gap, this study provides a comprehensive analysis of literature published on COVID-19 and global supply chain management. The two-tier bibliometric and content analysis is performed to identify the key research themes and future research directions. A set of 273 articles published in the Scopus database during 2019 and 2021(Q3) were considered for analysis. Further content analysis of co-citation analysis emphasizes three research themes namely supply chain disruption, supply chain resilience, and control and mitigation strategies of COVID-19 outbreak. The findings highlighted that COVID-19 disruption can be minimized by information sharing, use of digital technology, and reconfiguration of supply chain. The outcome of this study led to the identification and analysis of the strategies, methodologies, and emerging focus areas for discussion.
    Keywords: COVID-19; supply chain; bibliometric analysis; content analysis.
    DOI: 10.1504/IJSOM.2023.10053910
  • The Impact of E-insurance on Profitability: the Mediating Role of Competitive Advantage and Agility   Order a copy of this article
    by Mohsen Seify, Ali Sanayei, Seyed Fathollah Amiri Aghdaie, Majid Mohammad Shafiee, Dariush Mohamadi 
    Abstract: This paper aims to investigate the Impact of E-insurance on profitability, with the mediating role of agility and competitive advantage in the insurance industry, which has rarely been investigated in the previous literature. The study sample was 320 managers and experts of insurance companies in Iran. Structural Equation Modeling with the Partial Least Square approach (SEM-PLS) was adopted for analyzing the data. The results indicate that E-insurance has a positive and significant effect on profitability through agility and competitive advantage. Moreover, a positive and significant relationship between agility and competitive advantage was confirmed. This study provides insurance practitioners and managers with new insights to implementing E-insurance to gain agility, competitive advantage, and profitability.
    Keywords: E-insurance; profitability; agility; competitive advantage; the insurance industry.
    DOI: 10.1504/IJSOM.2023.10054066
  • Exploring the Moderating Role of Environmental Uncertainty on the Relationship between Supply Chain Management and Supply Chain Performance   Order a copy of this article
    Abstract: The aim of this paper is to see how environmental uncertainty effects the relationship between supply chain management and supply chain performance. Questionnaires were used to collect data. Finding shows that the overall environmental uncertainties is not significant to supply chain performance. Only supplier’s uncertainties have the moderating impact to supply chain performance. The findings also show a concrete prediction model that explains the supply chain management’s mediation influence on supply chain performance. As a result, the study goals that focus on the environment and supply chain performance and the direct link between supply chain orientation and SCM as a mediator are met. This findings contributes to the understanding of the environmental uncertainties impact on supply chain performance in the local automotive industry in Malaysia. Future research is suggested to explore this framework into other industries in Malaysia.
    Keywords: supply chain performance; SCP; supply chain orientation; SCO; supply chain management; SCM; environmental uncertainty; automotive industry.
    DOI: 10.1504/IJSOM.2023.10054430
  • When 'more' is not 'enough' in restaurants: Do the challenge demands and service recovery performance compel a negative influence of the service recovery system on customer justice perceptions   Order a copy of this article
    by Abhishek Rao, Yogesh Pai, Sethumadhavan Lakshminarayanan, Nandan Prabhu 
    Abstract: This paper examines the service recovery system's influence on restaurant customer justice perceptions. Besides, this paper explores the mediating pathways of the service recovery system-customer justice perceptions relationship. This research has used the time-lagged two-wave research design and the multi-source method for the data collection on the study's constructs, i.e., service recovery system, challenge demands, service recovery performance, and customer justice perceptions. This study has tested a model of the service recovery system-customer justice perceptions relationship by drawing a sample of 1085 customers and 168 managers of 31 Indian restaurants. The study's results show that the service recovery system influences customer justice perceptions positively. Besides, the study also reveals that challenge demands and service recovery performance negatively mediate the relationship between the service recovery system-customer justice. The study's findings indicate that 'more' is insufficient for service recovery
    Keywords: Service recovery system; challenge demands; Recovery performance; customer justice perceptions.
    DOI: 10.1504/IJSOM.2023.10054453
  • Redesigning human vaccines supply chain network post-Covid-19 pandemic: a case study of Iran   Order a copy of this article
    by Malihe Lahmi, Arash Nemati, Abdul Sattar Safaei 
    Abstract: The emergency need for vaccination during the Covid-19 pandemic has reminded the significance of having an efficient vaccine supply chain network. The fact that the Covid-19 vaccine(C19V) is a newly added member of the vaccine basket highlights the importance of redesigning the current vaccine supply chains, particularly in countries with some existing vaccine manufacturers. In addition, the economic and social drawbacks of the Covid-19 pandemic have led to the vagueness of some factors, such as birth rate and childhood vaccine demand. Hence, this paper proposes a fuzzy multi-period mixed-integer mathematical model to modify the current vaccine supply chain to deal with new challenges after the Covid-19 pandemic. The proposed model is solved using the CPLEX solver in a case study from Iran. Results show that Iran needs four new vaccine manufacturers and eight distribution centers to handle the vaccine transmission between factories and all customers in the new vaccine supply chain network.
    Keywords: Covid-19 pandemic effects; Covid-19 vaccine; Location-allocation-inventory problem; Optimality grade; Redesigning supply chain network; Uncertain demand; Vaccine supply chain; Vague vaccine waste rate.
    DOI: 10.1504/IJSOM.2023.10054458
  • Development & Validation of Business Excellence Framework for Indian Service MSMEs   Order a copy of this article
    by Unnikrishnan PM, Jyoti Tikoria, Arun Kumar Agariya 
    Abstract: In today's highly dynamic business environment, excellence is the key to the success of any business. Business excellence models play an important role in promoting and assisting organizations towards achieving enhanced performance. Achieving business excellence is very important in the case of MSMEs (micro, small and medium enterprises) as this sector contributes significantly to the economic growth and prosperity of a country. The aim of this study is to understand the current status of business excellence implementation in Indian service MSMEs with an end goal of coming up with a simple business excellence framework specifically for the service Indian MSMEs. The study suggests a unique business excellence framework for service MSMEs by identifying the success factors of business excellence from the perspective of service MSMEs. The proposed business excellence framework is a simple hands-on model which MSMEs can seamlessly implement in their organizations and reap the benefits in short period.
    Keywords: Business excellence; Service Excellence; Performance enhancement; MSME; Success factors.
    DOI: 10.1504/IJSOM.2023.10054581
  • Employee involvement practices in lean manufacturing: a multi-method approach   Order a copy of this article
    by Nayara Cardoso De Medeiros, Moacir Godinho Filho, Mario H. B. M. Callefi, Gilberto Miller Devós Ganga 
    Abstract: This research aims to identify the primary practices that drive employee involvement efforts in lean manufacturing. We adopted a multi-method study methodology based on two methodological phases. First, we identified a preliminary listing of practices by conducting a systematic literature review (SLR). Second, this list has been validated by seven experts. The main result is a list of 15 employee involvement practices in lean manufacturing. Considering the characteristics of these practices, they were classified into three categories: motivation practices; human resource management (HRM) practices; and operational practices. The most referenced practices in the literature are those connected to motivational elements, namely Group decision-making; education programs, training, and personal development; promoting empowerment and autonomy to employees; and management support. The results of this study can aid managers who want to establish programs for improving employee involvement in lean systems to build a more collaborative environment.
    Keywords: employee involvement; lean manufacturing; lean implementation; systematic literature review; SLR; human resource management; HRM.
    DOI: 10.1504/IJSOM.2023.10054612
  • Validating the relationship of information technology in the service supply chain: A Developing Country Perspective   Order a copy of this article
    by Manish Mohan Baral, Rita Roy, SUBHODEEP MUKHERJEE, Venkataiah Chittipaka 
    Abstract: Information technology (IT) in the service supply chain (SSC) plays an important role in achieving competitive advantages. IT helps service firms to grow their business more and more. The objective of this study is to create and validate the relationship of IT with its process capabilities and SSC. A relationship with IT management and demand management (DM), customer relationship management (CRM), supplier relationship management (SRM), service performance management, capacity and resource management, order process management (OPM) process, and service SC. Thirteen hypotheses were proposed for the study, out of which ten were accepted. The data are collected using the questionnaire method from the leading service firms in the country.
    Keywords: information technology; service supply chain; SSC; service firms; competitive advantages; questionnaire.
    DOI: 10.1504/IJSOM.2023.10054673
  • Assessing mobile wallet service quality using Analytic Hierarchy Process and Fuzzy Evaluation Method   Order a copy of this article
    by Ashwarya Kapoor, Rajiv Sindwani, Manisha Goel 
    Abstract: The aim of the current study is to determine the overall m-wallet service quality (MSQ) score using a hybrid approach. Five service quality dimensions and their indicators relevant in context of mobile wallet (m-wallet) were identified through extensive review of literature. Then, a two phased integrated methodology was applied to evaluate MSQ. In the first phase, analytic hierarchy process (AHP) was utilised to prioritise the identified MSQ dimensions and indicators. In the second phase, fuzzy evaluation method (FEM) has been utilised to ascertain service quality scores of identified dimensions and to determine overall service quality score of a m-wallet service provider. The overall score was calculated as 56.31, which is
    Keywords: mobile wallet service quality; analytic hierarchy process; AHP; fuzzy evaluation method; FEM; prioritisation; service quality score.
    DOI: 10.1504/IJSOM.2023.10054803
  • Pricing strategies of carbon emission allowances in the blockchain technology era   Order a copy of this article
    by Xiaon Nan Zhang, Yi Qu, Xiu Bin Gu 
    Abstract: The price of carbon emission allowance directly affects the enthusiasm of market entities to participate in carbon trading, and the application of blockchain will affect the carbon emission allowance price. In this study, the pricing model of carbon emission allowance is constructed and the pricing strategies of carbon emission allowance in the common carbon trading platform (CCTP) and blockchain carbon trading platform (BCTP) are discussed. The results show that emission reduction enterprises and speculators need to dynamically adjust their pricing strategies according to the purchaser preference, historical transaction price, the amount of platform’s supervision and service, commission rate and competitors’ strategies to ensure their own income maximisation The deployment of blockchain on the platform can improve the supervision and service, and enable carbon trading to form the optimal transaction price under the free competition of the market. This research provides inspiration for participants of carbon trading system.
    Keywords: carbon emission allowance; carbon trading; price strategy; platform’s supervision and service; blockchain application.
    DOI: 10.1504/IJSOM.2023.10054817
  • A Simulation-Based Study to Evaluate and Improve University Parking Space   Order a copy of this article
    by Rabih Firaoui, Sharfuddin Ahmed Khan, Shahriar Alam, Jehad Abu-Shamleh, Bilal Marzouki, Ibrahim Elabed 
    Abstract: Parking is a key part of any transportation program. University is facing the problem of not being able to fulfil the demand of the parking lots to meet the students’ needs. Based on the statistics, in a certain university, the number of engineering students is variable over the past five years and mostly is in increasing, while the number of parking spaces at engineering college men’s parking has been stable over these five years. In this study, the current situation in the engineering college men’s parking conditions of that university has been analysed and evaluated using simulation. This study has implemented a discrete event simulation model and data collection techniques to help in rational decision-making to figure out what might be the best solution for the parking lots. Verification and validation for the acquired model have also been conducted.
    Keywords: simulation; university parking evaluation; university parking improvement.
    DOI: 10.1504/IJSOM.2022.10054894
  • Exploring the impact of e-commerce on mobile phone customer behavior based on data mining techniques   Order a copy of this article
    by Gia Minh Dao, Nhat Khang Nguyen, Thanh Bao Le, Le Song Thanh Quynh 
    Abstract: Nowadays, the internet and its associated technologies have created a low-cost and efficient means for businesses to build an electronic sales channel such as e-commerce. Despite the expeditious development of this approach, the contributions of e-commerce towards the mobile phone market are not efficiently utilised. Therefore, this study aims to investigate the behaviour of mobile phone customers in the e-commerce market and cluster the prioritised segments. First, we conduct a short review of literature among the 28 related researches to determine the appropriate factors and techniques. Then, the meaningful factors are adjusted into corresponding items for the questionnaire. Eventually, the data gathered from 339 undergraduate students in Vietnam National University, Ho Chi Minh City are analysed by k-means clustering and attached meaningful representation for the four cluster groups. Overall, the study applies cluster analysis in both mobile phone and e-commerce markets, then interprets four distinct customer groups with managerial implications.
    Keywords: data mining; mobile phone market; e-commerce; internet shopping; market segmentation; cluster analysis; k-means; customer relationship management; customer segmentation; segmentation analysis.
    DOI: 10.1504/IJSOM.2023.10054918
  • Inception, Growth and Efficiency of Small Finance Banks (SFBs) in India: An empirical study   Order a copy of this article
    by Padmasai Arora, Hitesh Arora 
    Abstract: This study traces the origin and operations of small finance banks (SFBs) in India. Using input oriented data envelopment analysis, efficiency scores are computed for 2017
    Keywords: small finance banks; SFBs; India; efficiency; banking; data envelopment analysis; DEA.
    DOI: 10.1504/IJSOM.2023.10054975
  • The Influence of Sustainability Risk Management on Supply Chain Sustainability and Profitability of Medical Technology Firms   Order a copy of this article
    by Leslie Dass, Sreerengan V.R. Nair 
    Abstract: The primary objective of this study is to determine how sustainability spending can help build sustainable supply chains. This study also assesses the sustainability of five firms with respect to four dimensions; profitability, sustainability spending, risk rating, and Sustainability Risk Management. Data was collected through unstructured interviews with biotechnology and medical technology industry personnel. Key sustainability risk factors that created a ripple effect along the supply chain were identified. The supply chain surplus and risk management strategies were evaluated. Technique for Order of Preference by Similarity to Ideal Solution (TOPSIS) was used to rank the firms on their sustainability and risk management practices. The critical sustainability risks identified are inventory management, logistics/transportation, waste management, energy consumption, supplier sustainability, material handling, and plant or facility management. Findings reveal that firms investing in sustainability risk management face better prospects of developing supply chain sustainability and profitability.
    Keywords: sustainability; risk management; supply chain; environment; social; economic; supply chain profitability; supply chain surplus; sustainability spending;.
    DOI: 10.1504/IJSOM.2023.10055075
  • Work overload, toxic leadership and internal auditors' turnover intention: Evidence from Jordan   Order a copy of this article
    by Abdallah Alzoubi, Hashem Alshurafat, Firas Dahmash 
    Abstract: This article attempts to investigate the impact of work overload and toxic leadership on turnover intention of Jordanian internal auditors. Internal auditors employed by Jordanian insurance companies provided a sample of 97 self-administered questionnaires for the study. Using the PLS 3 program’s path analysis technique, the model that examined the impacts of work overload and toxic leadership on turnover intention was tested. The study’s findings showed a strong and positive association between work overload, toxic leadership, and turnover intentions. The report makes suggestions for ways that businesses may use to reduce the onset of toxic behaviours and assess the workload of internal auditors. This study offers proof of the effects of work overload and toxic leadership on internal auditors’ turnover intentions in a growing economy.
    Keywords: work overload; toxic leadership; turnover intention; social exchange theory; internal auditors; Jordan.
    DOI: 10.1504/IJSOM.2023.10055228
  • Post-COVID-19 Situational Analysis Assessment of the Food and Beverage Sector Using Rasch and PAM Clustering Techniques   Order a copy of this article
    by Elia Oey, Andre Dharma Saputra, Alexander Yoga Pratama, Hanijanto Soewandi 
    Abstract: The COVID-19 pandemic forced business owners to re-think how to manage and protect their business in the new normal. The food and beverage (F&B) sector was one of the areas which rebounded first in the post-pandemic era and adapted by managing their operational challenges and different consumer requirements. This research tried to identify challenges faced by the food and beverage sector in Greater Jakarta through an open questionnaire to business owners and grouped them into 20 key challenges. The key challenges were then quantified through a closed questionnaire to 315 F&B stakeholders and analysed using a Rasch model. With the Rasch model, the key challenges (KC) were then grouped into fighting KC (five KC), efficient KC (five KC) and advantage KC (ten KC). For each group, clustering was done using the partitioning around medoids (PAM) approach to give situational analysis/insights of the F&B sector in Greater Jakarta area.
    Keywords: food and beverages; F&Bs; PAM; Rasch.
    DOI: 10.1504/IJSOM.2023.10055324
  • Assessing the effect of land administration reforms on service delivery by the lands commission of Ghana   Order a copy of this article
    by Pius Basoah Asumadu, Kyeame Ghansah 
    Abstract: Land service delivery in Ghana remains problematic, often characterised by delays, poor records management, rent-seeking behaviours, political interference, unreliable information, uncertainties and insecurity of land rights; a situation that eventually undermines national development and investment in the real estate market. The regulator has been operating in an environment beset with costs and delays in service delivery. This suggests the need to develop reform interventions through re-engineering of business processes and calls for organisational citizenship behaviour. The current study examines how internal and external reforms impact on services provided by the Lands Commission (LC) and the moderating role of commitment and motivation on service delivery. The results of the regression found a significant positive relationship between internal and external reforms and service delivery. The study argues that, commitment moderated both the positive relationship between internal reforms, external reforms and service delivery. Motivation also affects the relationship between external reforms and service delivery.
    Keywords: land administration reforms; service delivery; motivation; commitment.
    DOI: 10.1504/IJSOM.2023.10055408
  • A Study on the Effect of Open Innovation Activities on Digital Transformation Capability and Firm Performance: Evidence from Taiwanese SMEs   Order a copy of this article
    by Chieh-Chih Hou, Ja-Shen Chen, Bo-Jyun Chen 
    Abstract: This study focuses on whether external knowledge inflow activities under open innovation, including financial knowledge acquisition, non-financial knowledge exploration, and strategic alliances, have a positive impact on firms’ execution of digital transformation (DX) and whether firms’ execution of DX contributes to firm performance. In addition, we assess whether the knowledge absorption capability of enterprises interferes with their DX capability. In this study, we collected 472 valid samples from Taiwanese small and medium-sized enterprises (SMEs), and we conducted data analysis using SPSS 25.0 and SmartPLS3. The results show that all three types of external knowledge inflow activities have a positive impact on DX implementation, DX can effectively improve the performance of enterprises, and different interference effects occur based on different knowledge inflow activities.
    Keywords: open innovation activities; digital transformation; absorptive capacity; firm performance.
    DOI: 10.1504/IJSOM.2023.10055547
  • Impact of Perceived Value of services and Buzz Marketing on the relationship between Service Quality and Customer Satisfaction:- A Meta-Analysis   Order a copy of this article
    by Praveen Kumar Pandey, Amandeep Dhaliwal 
    Abstract: This study examined the relationships between service quality (SQ), perceived value (PV), buzz marketing, and customer satisfaction (CS) in the Delhi and NCR regions. The results showed that all four variables are positively related. SQ dimensions such as tangibles, responsiveness, assurance, and empathy positively impacted PV, while reliability had no significant effect. Both PV and buzz marketing had a positive influence on CS. Also, they had a positive and significant moderating effect on the relationship between SQ and CS. These findings suggest that companies in the Delhi and NCR regions can improve CS by focusing on SQ and PV and generating positive buzz about their products and services. Future research could explore the impact of these variables on post-purchase behaviour and the role of customer demographic characteristics on PV. Longitudinal data could also provide more insights into the relationships between these variables.
    Keywords: services; service quality; perceived value; customer satisfaction; profitability; marketing; buzz; marketing; word-of-mouth; WOM.
    DOI: 10.1504/IJSOM.2023.10055595
  • Zero defect philosophy and 8D method applied to improve technical documentation of oil and gas segment suppliers   Order a copy of this article
    by Felipe Cerchiareto Pereira, Ualison Rébula De Oliveira, Sérgio Nogueira Fiuza, Vicente Fernandes 
    Abstract: The present research has the general objective of developing a systematic procedure for reducing non-conformities in technical documentation from suppliers, allowing them to continuously improve their processes. Methodologically, the research was mostly supported by action research in a company in the oil and gas sector and its main suppliers. The conceptual basis of this research was supported by the philosophy Zero Defects and the method of the eight disciplines 8D for problem-solving. As a result, a procedure was obtained that considers the union between these two methods (Zero Defects philosophy and the 8D method). In economic terms, the use of this procedure in the target company of this study generated a cost reduction of more than R$350,000.00 in two years of application. This result is due to the gains obtained by reducing costs related to documental non-conformities.
    Keywords: technical documentation; providers; Zero Defects; 8D method.
    DOI: 10.1504/IJSOM.2023.10055655
  • Liquidity and bank risk-taking in the MENA region   Order a copy of this article
    by Liman Salihu Mairafi, Sallahuddin Hassan, Shamsul Bahrain Mohamed Arshad 
    Abstract: This paper examines the effect of liquidity on bank risk-taking in the MENA region during the period 20052017. Using a fixed effects model with panel-corrected standard error, we found that funding liquidity, liquidity risk, and bank activities significantly influence the banks risk-taking behaviour. However, the effect varies with risk-taking proxies and the size of banks. While the results for funding liquidity and risk-taking using the standard deviation of return on asset revealed insignificant, using the z-score, the results revealed a significant effect. Nonetheless, both the results for liquidity risk and bank activities are significant. This result entails that liquidity and bank risk-taking behaviour differ with countries peculiarities. Thus, liquidity regulation should be implemented with the consideration of other region and their peculiarities. Furthermore, this study provides additional insight from a region with distinct peculiarities and challenges with liquidity management tools using additional risk-taking proxies and alternative methods of analysis
    Keywords: risk-taking; liquidity; MENA region.
    DOI: 10.1504/IJSOM.2023.10055825
  • The effect of worker's impression of executing green supply chain management network on hotels performance: Perspective of a developing country.   Order a copy of this article
    by Muneebul Hassan, Minhaj Ikram, Javaria Ismail, Waqar Ahmed 
    Abstract: Hotels play an essential role in facilitating tourists and foreign visitors in any country. The purpose of this study is to explore green supply chain management practices in the hotel industry and their relationship with economic performance. This is explanatory research and a survey methodology is used for this study. The data is collected from the management of the hotel industry in Pakistan. Partial least square-structural equation modelling (PLS-SEM) is used for hypothesis testing. The study's findings reveal that environmental legislation and green purchasing have statistical significance a but negative impact. While, environmentally-friendly activity, economic performance, and green marketing practices found a significant and positive relationship. Pakistan is one of the most vulnerable countries that can be impacted by environmental degradation. This study is one of the few studies on the Pakistani hotel industry from the management perspective, which may help them to sustain its growth.
    Keywords: GSCM practices; environmental legislation; economic performance; green purchasing; green marketing practices; GMPs; hotels industry.
    DOI: 10.1504/IJSOM.2023.10055987
  • Entrepreneurial Intentions on Students' Academic Performance through Institutional Culture and Personality Traits- A Review.   Order a copy of this article
    by SMITA PANDA, Vasumathi Arumugam 
    Abstract: This article is a conceptual review of the association between entrepreneurial intentions and student academic performance. The existing literature examines the influence of entrepreneurial intentions on students' academic performance and how personality and institutional culture shape these intentions. The article focuses on a gap in the existing studies by exploring the influence of entrepreneurial intentions on students’ academic performance. This topic has yet to be extensively studied in the context of entrepreneurial intention. This article's objective is to expand the interpretation of the link between entrepreneurial aspirations and academic performance, specifically in entrepreneurship intention. The findings of this article recommend that students' entrepreneurial intentions can significantly impact their academic performance. The article also highlights the role of personality and institutional culture in shaping these intentions. By better understanding the factors influencing students' entrepreneurial intentions and academic achievement, policymakers can develop effective strategies to support and encourage entrepreneurship among students.
    Keywords: entrepreneurship; entrepreneurial intentions; institutional culture; personality traits; student academic performance.
    DOI: 10.1504/IJSOM.2023.10056208
  • A Performance Measurement Model in Risk Environment: A Decision Making Framework   Order a copy of this article
    by Arezoo Azarshab Arezoo Azarshab, Soroush Avakh Darestani, Rana Imannezhad, Eyob Mulat-weldemeskel 
    Abstract: Organisations' success in today's competitive world relies on their performance evaluations. In this regard, this paper presents a method for evaluating service organisations considering the performance cost indices. The objectives of the research are to determine important performance evaluation indicators based on balanced scorecard based on risk consideration risk, and to determine the causal relationships of balanced scorecard perspectives that include financial, customer, internal processes, learning and growth, risk using the DEMATEL method. Then final ranking of alternatives according to V = 0 to V = 1 using VIKOR method. Also, the risk perspective is introduced as a separate perspective on the balanced scorecard. The research case study is the Water Research Institute under the Ministry of Energy and the results show that the highest weight was related to the financial perspective based on the analysis conducted between different perspectives. Also, the risk perspective is the most influential and the financial perspective is the most influenced perspective. Furthermore, the increasing return on assets with more appropriate use of existing equipment and space has the highest weight among the indices. Finally, different ratings are achieved for the studied institutions for different values in terms of mean distance and maximum distance.
    Keywords: performance measurement; performance costing; balanced scorecard; multiple criteria decision-making; fuzzy.
    DOI: 10.1504/IJSOM.2022.10056264
  • The Effect of Unethical Marketing Behavior on Customer Punitive Intentions in The Context of Services Industry: The Moderating Role of Switching Intention.   Order a copy of this article
    by Kareem A. Ragab, Ahmed Elsetouhi, Diaa Elhak Abdulraheem 
    Abstract: In the mobile service market, which is characterised by intense competition and increasing alternatives availability, firms' unethical behaviours are becoming a decisive factor in formulating customers' reactions. This study aims to investigate the influence of unethical marketing behaviour of services providers on customer punitive intentions. It also endeavours to uncover the moderating role of switching intention in the research model. Data were collected from 453 customers of mobile service providers in Egypt. Path analysis is employed to test the research hypotheses using WarpPLS 7.0. The findings reveal that the perceived unethical marketing behaviours in 4Ps (i.e., product, price, place and promotion) positively influence customer punitive intentions. With respect to the moderating role of switching intention, it enhances the influence that unethical marketing behaviour has on customer punitive intentions. The paper provides managerial implications for services corporates and suggestions for future research.
    Keywords: unethical marketing behaviour; customer punitive intentions; switching intention; mobile service providers; Egypt.
    DOI: 10.1504/IJSOM.2022.10056588
  • Exploring the Internal Supply Chain Management Practices for Tertiary Institutions in Ghana: Evidence from Bolgatanga Technical University   Order a copy of this article
    by Oswald Atiga, Bright Tanzubil Junior 
    Abstract: This study explored the educational supply chain management of the Bolgatanga Technical University (BTU) as an effective internal management tool for public tertiary institutions in Ghana. A descriptive research design was applied in this study. A simple random sampling method was used to select 203 second-and third-year students from the Schools of Business, Applied Sciences and Arts and Engineering from whom the primary data was obtained. An interviewer-administered questionnaire was used to collect the data which was entered into version 7.4 of the Census and Survey Processing System (CSPro) software and subsequently exported into Stata 14.2. Factor analysis was used to identify the underlying dimensions that explained the correlational factors. The study revealed that internal supply chain management factors such as sporting and recreational activities, classroom setting, alumnae activities, student interaction with faculty members, examination, academic facilities and source of admission information significantly influenced internal supply chain management practices.
    Keywords: supply chain management; SCM; internal supply chain management factors; internal supply chain; supply chain framework; Bolgatanga Technical University; BTU; education; Ghana.
    DOI: 10.1504/IJSOM.2023.10056744
  • A predictive model for Cash or In-kind transfer in welfare scheme: Implications for Indian Public Distribution System   Order a copy of this article
    by Arun Biswal  
    Abstract: This study identifies the key socio-economic factors that influence the choice of in-kind and/or cash transfer mechanism used in welfare schemes. We collect secondary data with respect to the identified indicators for different countries and the respective welfare methods they use. Through logistic regression we investigate the relationship between these dependent and independent variables to establish a predictive model and then validate it through K-Fold Cross-Validation. Our analysis shows that food production index, global hunger index and literacy rate are significant factors those decide whether a country should use in-kind food transfer or cash transfer. This study is a unique attempt to establish a logistic regression model between the independent socio-economic factors of a country and the food-security mechanism they use. Food security is a global issue and the findings from this research could be used to recommend a suitable transfer method in developing countries.
    Keywords: food security; developing countries; food policy; public distribution system; PDS; direct benefit transfer.
    DOI: 10.1504/IJSOM.2023.10057020
  • Comparative analysis of CSR Initiatives and Service Delivery in Selected PSUs of India   Order a copy of this article
    by Brundaban Panda, Rinki Mishra 
    Abstract: The concept of 'corporate social responsibility' has advanced into a significant portion of business interaction. Globalisation seems to have delivered contests among organisations to act as per worldwide exchange practices. In today's environment, numerous public organisations donate a percentage of their profits to the environment as well as social growth. The government's shifting regulations, as well as reports, have always had an impact on CSR in India. The topic of this research study is the status of significant firms in Odisha in terms of corporate social responsibility business operations and service delivery. The goal of this study is to see how CSR and related services are integrated into the corporate structure of the PSUs under consideration. The regulations made by PSUs in relation to social sustainable development as well as environmental challenges are also discussed in this research article.
    Keywords: corporate social responsibility; CSR; service delivery; public sector undertakings; PSUs; drivers; sustainable development; India.
    DOI: 10.1504/IJSOM.2023.10057142
  • Beyond the surface: understanding how workplace bullying affects womens performance via emotional exhaustion and psychological well-being   Order a copy of this article
    by A. Vasumathi, K. Ganesan, P. Prasad Babu, Smita Panda 
    Abstract: Workplace bullying that affects women's performance at work. This review investigates how workplace bullying affects women's performance, considering the role of a mediator of emotional exhaustion and psychological well-being. This review revealed consistent associations between workplace bullying and increased emotional exhaustion in women. Emotional exhaustion is negatively impacted job performance, including reduced productivity, engagement, and job satisfaction. Higher levels of psychological well-being buffering the negative impact of emotional exhaustion on job performance among women. These findings highlight the complex interplay between workplace bullying, emotional exhaustion, psychological well-being, and job performance in women. Employers and organisations should prioritise preventing and managing workplace bullying while promoting psychological well- being among female employees through supportive programs and policies. This review provides valuable insights for researchers, practitioners, and policymakers interested in understanding and addressing the impacts of workplace bullying on women's performance through psychological well-being and emotional exhaustion.
    Keywords: workplace bullying; psychological well-being; emotional exhaustion; performance.
    DOI: 10.1504/IJSOM.2023.10057850
  • Superimposition of adoption model on the hierarchy of needs - A case of four-wheeler electric vehicles in India   Order a copy of this article
    by Navin Mathew, G. Varaprasad 
    Abstract: The zero tailpipe emissions in electric vehicles (EVs) make them environment-friendly compared to internal combustion engine vehicles. The four-wheeler EV segment is considered to be very crucial as the Indian car market is the third largest in the world. Despite the presence of four-wheeler EVs in the market, customers still show buying resistance. This study aims to identify the factors influencing the adoption of four-wheeler EVs and also proposes a consumer hierarchy of needs for four-wheeler EVs. The proposed model is an improvised version of Maslow's hierarchy of needs, with respect to EVs. Partial least square-structural equation modelling (PLS-SEM) is used to analyse the model. The findings reveal that belonging and love need is the most significant factor, followed by transcendence. This study can help manufacturers, marketers and government bodies to make better strategies to identify and satisfy the consumers needs, thus leading to a higher adoption rate.
    Keywords: adoption; purchase intention; four-wheeler EV; partial least square-structural equation modelling; PLS-SEM; Maslow's hierarchy of needs; India.
    DOI: 10.1504/IJSOM.2023.10057895
  • Exploring the Impact of Organizational and Human Factors on Cybersecurity Behavior in Jordanian Banks: A Structural Equation Modeling Approach   Order a copy of this article
    by Mohammad Bany Baker, Mohammad Almuiet, Qotadeh Saber Aljawazneh, Ahmad Alhawamleh, Zaid Jaradat 
    Abstract: Cybersecurity has garnered a great deal of attention as a critical issue in information technology, with its importance spanning various areas of national security and the global trading system. This study takes a closer look at the usage of cybersecurity in Jordan's banking sector, providing a comprehensive understanding of the factors that influence attention towards its usage and examining their impact on actual cybersecurity behaviour. By utilising PLS-SEM approach with a research sample of Jordanian banks, this study identifies several key factors that positively impact attention towards using cybersecurity, including awareness, organisational technological readiness, organisational security culture, and self-efficacy. These findings underscore the importance of increasing awareness and investing in organisational technological readiness and security culture to enhance cybersecurity behaviour in the banking sector and beyond. In addition, offering valuable insights for policymakers, researchers, and practitioners in enhancing cybersecurity practices and promoting the security and stability of the financial system.
    Keywords: cybersecurity; organisational-human factors; actual behaviour.
    DOI: 10.1504/IJSOM.2023.10058022
  • Risk management applied to budgetary planning in the public administration: an operations management approach   Order a copy of this article
    by Poliana A. F. Abreu, Ualison De Oliveira, Vicente Fernandes 
    Abstract: This research aimed to develop a systematic risk management procedure in an Institution of the Brazilian federal executive power, with emphasis on the process of preparing its budget proposal. As an innovation in the public budgetary process, it was decided to work with risk management techniques commonly used in the field of operations management, thus contributing with new approaches and also with the interdisciplinarity between these two areas of knowledge. Methodologically, this study was supported by bibliographic research, documentary research, in-depth interviews and experts' consensus. The model presented is based on techniques derived from ISO 31010, which can be considered intelligible and practical for the implementation of risk management in federal public institutions, in addition to contributing to these institutions to comply with the legislation that regulates risk management in the public sector in Brazil.
    Keywords: public budgeting processes; risk management; brazilian federal government.
    DOI: 10.1504/IJSOM.2023.10058053
  • Exploring the Impact of Educational Services Quality on Student Satisfaction   Order a copy of this article
    by Byung-Hak Leem 
    Abstract: This study is to examine the influence of quality attributes of educational services on student satisfaction. Seven attributes, including the major curriculum, liberal arts curriculum, extracurricular programs, conference and interaction, administrative services, information systems, and e-class, were considered as quality attributes of education services. The study analysed 6,726 survey responses collected from 130 May 2020. Logistic regression analysis and a ROC curve were employed to assess the relationship between the variables. The results showed that the major curriculum was the most impactful attribute on student satisfaction, followed by liberal arts curriculum, administrative services, information systems, and extracurricular programs. This study expands the understanding of the impact of educational service quality on student satisfaction and suggests a ranking to maximise student satisfaction.
    Keywords: education service quality; student satisfaction; logit model.
    DOI: 10.1504/IJSOM.2023.10058096
  • The success of BPR through KMP for workers in production operations   Order a copy of this article
    by Mariam Ibrahim 
    Abstract: Highlighting the role of the knowledge management process (KMP) as a critical factor for successful business process reengineering (BPR). It supports the theory that knowledge management (KM) can provide the dynamism needed to motivate successful BPR and reduce the failure rate and its sources. The purpose of this article is to draw attention to a very important issue in knowledge acquisition (KA), knowledge creation (KC), knowledge storage (KSt), knowledge sharing (KSh), and knowledge application (KP) throughout an organisation. It reflects the need not only to store a specific type of knowledge, but also different types of knowledge. Where the workers with specialisation and interest in the production processes in the productive factories were identified, and 78 employees were identified to conduct the statistical analysis using the SPSS programme. Where it was found that the implementation of KMP in BPR leads to better results and builds support for long-term success in designing business systems and processes. Knowledge remains a competitive and intangible resource in contemporary organisations today. Most KM initiatives aim to take advantage of knowledge to achieve sustainable corporate performance.
    Keywords: business process reengineering; BPR; knowledge management process; KMP; knowledge acquisition; KA; knowledge creation; KC; knowledge storage; KSt.
    DOI: 10.1504/IJSOM.2023.10058128
  • Evaluation of the Degree of Digitalisation: a Study in Law Offices   Order a copy of this article
    by SHYNAIDE MAFRA HOLANDA MAIA, Fagner José Coutinho De Melo, Djalma Silva Guimarães Junior, Eryka Fernanda Miranda Sobral 
    Abstract: The purpose of this paper is to evaluate the level of digitisation from the perspective of Industry 4.0 in law firms. The paper uses the analysis through a questionnaire containing 7 parts, from the four structural areas presented in the model of maturity index adapted from DigiMaturity. The work uses six dimensions to assess maturity. The work uses a scale to calculate the dimensions. The results show that most of the Pernambuco law firms studied are in the preliminary stage of digital transformation. Of the six dimensions analysed, the highest average found was in the people and culture dimension, with 1.66, demonstrating interest in digital transformation, with answers at the defined level. This paper is original, since, although there are several approaches to digital transformation from the perspective of I4.0, there is nothing specific for the service sector, nor for law firms.
    Keywords: Industry 4.0; Maturity 4.0; law firms; law; digital transformation; innovation.
    DOI: 10.1504/IJSOM.2023.10058199
  • A Multi-Criteria Classification Framework for Inventory Items Management at the Department of Defense   Order a copy of this article
    by Makinde Olasumbo, Sannah Sithole, Humbulani Phuluwa, Jan Swanepoel 
    Abstract: Poor management of multiple inventory items can result in overstocking of inventory items and/or stockout. Hence, this paper proposes a multi-criteria classification framework that could be used to effectively manage multiple inventory items at the Department of Defense (DoD). The framework was premised on pairing inventory items with similar inventory attributes in a particular inventory item group. The inventory attributes associated with each inventory item was thereafter deployed to ascertain appropriate inventory management policy to effectively manage inventory items required at DoD. The framework was tested using a case study of selected inventory items required at the DoD of a particular country. The result of this exercise revealed that more items in stock single period economic order quantity (EOQ) model, more items in stock continuous-review EOQ model and minimum stock policy are the suitable inventory management policies that could be used to effectively manage 55 inventory items required by soldiers in the organisation.
    Keywords: inventory item; multi-criteria classification framework; inventory management policy; Department of Defense; DoD.
    DOI: 10.1504/IJSOM.2023.10058210
    by Honesta Anorue, Ernest Ugwoke, Oliver. O. Okanazu 
    Abstract: Unarguably, the success of every business enterprise, including hotel/guest houses among others depends on the quality of decisions made by their management. The study determined the influence of cost accounting information on management decisions of hotel services in South East, Nigeria. The study was conducted using a descriptive survey research design. A sample size of 375 respondents was drawn from the population using two stage sampling procedure. The mean (X) and standard deviation (SD) was used to analyse the data, and the null hypotheses were tested using analysis of variance (ANOVA) at 0.05 level of significance. Generally, the study found that cost accounting information has low influence on management decision making of hotel services in South East. Based on the results, it was suggested that the hotel management team should place a greater emphasis on service decisions towards customer satisfaction and adapt to other strong motivating approaches in order to improve quality.
    Keywords: hotel services; management; decision making; cost accounting information; CAI; service quality; service pricing; customer satisfaction.
    DOI: 10.1504/IJSOM.2023.10058478
  • Company Characteristics and Human Resource Disclosure Practices in Indian Corporate Sector   Order a copy of this article
    by Dr. Kirti Aggarwal  
    Abstract: The aim of the present study is to examine the potential effects of company characteristics on human resource disclosure index in Indian corporate sector. The present study has been conducted on 341 companies listed on NSE-500 Index. The results of the two-way LSDV regression model shows that there is a significant positive effect of net sales, market capitalisation, quick ratio, auditor type, annual report’s pages, return on total assets, return on equity and significant negative of age, current ratio, profit after tax on HRDI. Furthermore, the results of one-way ANOVA also show that there are significant variations in HR disclosure practices across the varied industrial sectors. Overall, it can be said that the HRDI used in the present study helps the different regulatory bodies to set the standards regarding the HR disclosure practices which is currently voluntary in nature in India.
    Keywords: human resource disclosure; content analysis; annual report; human resource disclosure index; HRDI; India.
    DOI: 10.1504/IJSOM.2023.10058480
  • Incorporating decision-making styles to predict driver-injury severity in road accidents in a large metropolitan area: a machine-learning-based approach   Order a copy of this article
    by Ali Ghazizadeh, Mojtaba Hamid, Mahdi Hamid, Mohammad Mahdi Nasiri 
    Abstract: Traffic accidents around the world cause significant economic, human, and social losses annually. As a result, they have always involved their own macro policies and executive plans. Proper planning in this area requires a thorough understanding of traffic accidents. Identifying and analysing the causes of traffic accidents help make better predictions about them and the severity of their injuries. In addition to the well-cited reasons such as vehicle and road conditions, this study explored drivers' decision-making style as one of the factors affecting the severity of traffic accidents. The purpose of this study was to predict traffic accidents and the severity of their injuries by considering the decision-making style of drivers. To this end, we developed and analysed different scenarios according to a variety of data sorting modes, data pre-processing methods, and various classifiers based on machine learning. The results showed that considering the decision-making style has a positive impact on the performance of the prediction model. It was also found that the best-case scenario occurs under the following conditions: 1) all the data alongside decision-making style are presented to the model; 2) outliers are excluded in a permissive mode; 3) the AdaBoost classifier is used for making predictions.
    Keywords: traffic accidents; severity of injury; decision-making style; machine learning; prediction; classifier.
    DOI: 10.1504/IJSOM.2023.10058497
  • Linking the Information Technology with Performance Management in Moroccan Companies: A Qualitative Study   Order a copy of this article
    by Mohamed ALAMI 
    Abstract: Researchers and professionals are increasingly interested in leveraging information technology (IT) investments to achieve high performance. This is driven by the commodification of IT, influenced by imitation, substitution, and the digitalisation of the economic and social landscape. This study focuses on the use of IT for performance management, which has gained significance due to the collapse of the performance control paradigm and the rise of performance management in today's volatile and uncertain markets. Our objective is to explore the relationship between IT and performance management in Moroccan companies. It is a qualitative study through a conceptual analysis to insights into the context of our research problem. The mean result of this study reveals a low contribution of IT to the digitalisation of the process of the performance management. This weakness is linked to organisational and managerial variables.
    Keywords: information technology; performance management; management instruments; dashboard.
    DOI: 10.1504/IJSOM.2023.10058702
  • How Operational Capability Affects Hospital Performance Role of Environmental Turbulence   Order a copy of this article
    by Hardeep Chahal, Mahesh Chander Gupta, Madhu Bala, Tai Chiu Edwin Cheng 
    Abstract: This study expands research on operational capability (OC)-performance in the hospital industry, which has yet to be explored in the operations management literature. It investigates how OC measures, namely efficiency, quality, delivery and flexibility, affect hospital performance (HP) in the presence of environment turbulence (ET). Using survey data from the US hospital industry, we employ hierarchical regression analysis to explore the interactive relationships among environmental turbulence (comprising technology, competition, and market dimensions) and OC strategies (comprising delivery, flexibility, quality, and efficiency), and their effects on performance. The findings highlight the combinatorial nature of environmental turbulence and OC strategies and their effects on performance. We find that flexibility and quality have positive impact on business performance in a non-turbulent environment, while ET moderates the OC efficiency-performance link.
    Keywords: operational capability; environmental turbulence; performance; hierarchical regression analysis; hospital industry.
    DOI: 10.1504/IJSOM.2022.10058703
  • The Moderating Effect of Advanced Manufacturing Technologies Mechanisms on the Relationship between Production Complexity and Costing System Design: Evidence from Saudi Arabia   Order a copy of this article
    by Abdulrahman Aljabr, Badr Banhmeid 
    Abstract: Operating with optimal costing system design (CSD) that suits the surrounding production and business context is essential to achieve optimal performance. Thus, this research drew on contingency theory and aimed to test the moderating role of advanced manufacturing technologies (AMTs) mechanisms on the association between production complexity (PC) and CSD, with the aim of extending the prior research on this issue by utilising more comprehensive PC and CSD measures and incorporating additional factors that represent the underlying AMT effect. By exploiting quantitative data from Saudi Arabia, the findings of this research show that AMT and the mechanisms of its effect, as indicated by the level of manufacturing flexibility (MF) and reduction in batch- and product-level costs (RBPCs), do not moderate the relationship between PC and CSC, which is contrary to expectations. This research advances prior findings on the impact of PC on optimal CSD, considering the adopted manufacturing technologies.
    Keywords: advanced manufacturing technologies; AMTs; activity-based costing; ABC; batch- and product-level costs; costing system complexity; CSC; costing system design; CSD.
    DOI: 10.1504/IJSOM.2023.10058780
  • The impact of globalisation, digitalisation and COVID-19 on the development of new services in the Jordanian banking sector from the perspective of concerned bank employees   Order a copy of this article
    by Khleef Alkhawaldeh 
    Abstract: Creating, enhancing and sustaining competitive advantage is critical challenge in the globalised digital business environment in which COVID-19 is spreading. This study examined the development of new services in the Jordanian banking sector. It also investigated the impact of globalisation, digitalisation and COVID-19 on the development of new services in this sector. About 94% of responses revealed that the new service development process was either very successful or at least successful. The results indicate that the averages (means) of the impact of globalisation, digitalisation and COVID-19 on the development of new services are not different from the high level. These results support the significant high impact of globalisation, digitalisation and COVID-19 on the development of new services in the Jordanian banking sector. The challenges of globalisation constitute beneficial opportunities for business, not threats to its expansion or continuity.
    Keywords: new service development; globalisation; digitalisation; COVID-19; banking sector; Jordan.
    DOI: 10.1504/IJSOM.2023.10058785
  • Simulating the conditions of variability for service system- A case of Automobile Service Centre   Order a copy of this article
    by Rishu Sharma 
    Abstract: Today, variability in different domains of manufacturing systems like demand, leads to unreliable customer services, unbalanced shop loads and manufacturing lead times. In order to meet demand variability and incorporate the changes of variability, hence improving the high levels of system performance, it becomes necessary to study the different parameters of variability. This helps to improve several criteria like machine utilisation, labour output, bottleneck detection and reduction, etc. in turn meeting the quality parameters in terms of quality, cost and delivery time. This paper considers a job shop to examine the effects of variability conditions on various factors. Simulation is adapted as tool and results indicate that shop performance measures are affected by demand variability parameters. Automobile service centre is considered as the job shop for studying the effects of demand variability.
    Keywords: job shop system; simulation; demand variability; automobile service centre; ASC.
    DOI: 10.1504/IJSOM.2023.10058788
  • Optimizing Truck Service Logistics with an Intelligence-Based Spatial Movement Information System: A Usability Review and QFD Approach   Order a copy of this article
    by Batara Parada Siahaan, Togar M. Simatupang, Liane Okdinawati, Michael Binsar Tua Sinaga, Kevin Yoyada Tambunan, Arijona Purba 
    Abstract: This paper provides a thorough description of the design and implementation of an intelligent system for tracking truck unit movement at NHT, a North Sumatra-based truck logistics and transportation company. This study employs the quality function deployment (QFD) technique in order to achieve its primary purpose. The QFD method was used to examine the company's operational management requirements, which were then translated into a design for an intelligent information system. In addition, this study assesses the usability of the system prototype developed using the waterfall approach in order to determine its end-user friendliness. The results of the system usability testing suggested that the design satisfied the organisation’s present requirements. This research is anticipated to add to the expanding body of literature on the application of intelligent systems in logistics and transportation management. In addition, the study's practical implications are applicable to practitioners in the logistics and transportation industries who wish to increase the efficiency and effectiveness of their operations through the use of intelligent information systems.
    Keywords: truck service logistics; business information intelligence; performance dashboard; system usability; spatial movement; quality function development; waterfall; software engineering.
    DOI: 10.1504/IJSOM.2023.10058789
  • TQM Implementation in Indian Airline Industry: A Digraph Approach   Order a copy of this article
    by WAQAS NIAZI, Jamal Ahmad Farooqui 
    Abstract: The purpose of this paper is to identify TQM practices pertinent to airlines as well as evaluate and compare the TQM implementation in private and public airlines. The evaluation and comparison of TQM implementation in airlines are made using the digraph theory. A digraph is used in the graph-theoretical model to represent abstract system information using directed edges, which are useful for visual analysis. The digraph-developed matrix model is useful for computer processing. The permanent value of multinomial developed from the matrix represents a single number/index that is useful for comparison, ranking, and optimal selection. In our study, seven different TQM practices pertinent to airlines were identified. Also, by calculating the TQM index, it was found that the level of TQM implementation is better in the case of private airlines compared to public airlines.
    Keywords: total quality management; TQM; digraph theory; performance measurement; service industry; airline industry.
    DOI: 10.1504/IJSOM.2023.10058975
  • Leagile manufacturing in air compressor manufacturing industry: a literature perspective   Order a copy of this article
    by Sakthivel T, S.R. Devadasan, D. Ramesh Kumar 
    Abstract: This paper reports a literature survey which was carried out from the perspective of implementing leagile manufacturing paradigm in air compressor manufacturing industry. Leagile manufacturing paradigm is incorporated with lean and agile manufacturing principles. This literature survey was conducted in three phases. In the first phase, the researches on leagile manufacturing were surveyed. During the second phase of the literature survey, the research papers reporting the literature reviews containing the air compressor based researches were reviewed. During the third phase of conducting this literature survey, it was found that so far no efforts for examining the implementation of leagile manufacturing paradigm in air compressor industry have been made by the researchers The paper is concluded by indicating the need of designing an implementation model and conducting case studies to practically validate this model for implementing leagile manufacturing paradigm air compressor manufacturing industry to acquire competitive strength.
    Keywords: lean manufacturing; agile manufacturing; leagile manufacturing; postponement; decoupling point; air compressor; literature survey.
    DOI: 10.1504/IJSOM.2023.10058984
  • Examining the mediating influence of job satisfaction on the link between the delegation of authority, work teams, and human resource agility in commercial banks   Order a copy of this article
    by Mohamed Husni Ali Athamneh, Juraifa Jais 
    Abstract: The paper aims to investigate the mediating influence of job satisfaction (JS) between the delegation of authority, work teams (WT), and human resource agility (HRA) in commercial banks. The study employed a quantitative research design and gathered data from a sample of 448 respondents. The data were analysed statistically using structural equation modelling (SPSS and AMOS 25). The findings of the analysis showed a significant and positive impact of WT, JS, and delegation authority on HRA. Additionally, the study demonstrated the critical mediating role of JS between delegating authority, WT, and human resource agility. It is important to note that this research represents one of the initial investigations into the interconnectedness of these factors. The implications of the findings are significant not only for the financial industry and for the banking sector, but also for the scholarly community, as elaborated in this paper.
    Keywords: human resource agility; HRA; job satisfaction; delegation of authority; work teams; commercial banks.
    DOI: 10.1504/IJSOM.2023.10059102
  • Analysis of community engagement on social media during disasters: a Machine Learning Approach   Order a copy of this article
    by Arun Thomas, Sumit Kumar, Vinay Panicker 
    Abstract: Recently social networking sites have emerged as an imperative source for providing information to identify and track disasters. The utilisation of social networking data streams to extract meaningful data is possible. A proper data gathering and an evaluation protocol is required for a predictive model. With this purpose, the features of tweets during the Kerala floods of 2018 were examined in this research. About 154,524 tweets were collected using the API during the period between July 2018 and February 2019. Data visualisation has been done with the help of Tableau, and the most commonly used words were identified using a dataset of 10,704 tweets. A topic modelling approach was adopted for exploring and recognising the unlabelled topics in the dataset. A typical machine learning technique is designed for the sentiment analysis of tweets. The long short-term memory (LSTM) model has been developed to find the accuracy of the data.
    Keywords: Twitter API; machine learning; topic modelling; data analysis; sentiment analysis; tweets; binary classification; long short-term memory; LSTM.
    DOI: 10.1504/IJSOM.2023.10059122
  • Optimal Location and Allocation of Vaccination Outreach Centres   Order a copy of this article
    by Oladunni S. Okunade, Abiodun Osifowokan, Adepeju A. Opaleye 
    Abstract: Expanded programme on immunisation in developing nations aim at reduction of mortality and morbidity from the six killer diseases to a level of eradication through administration of vaccines. However, achieving the immunisation goals in developing countries like Nigeria is difficult because of heavily scattered settlements and nomadic population. To improve the vaccination coverage by using outreach strategy; there is need to consider the siting of the outreach centres to increase access and reduce the distance to get the vaccine. The study applied location set covering problem and maximum covering location models to define and solve location and allocation of vaccination outreach centres in Ward 1 of Odogbolu local government area. Geographic information systems (GIS) techniques was used in determining the distances between settlements. The models locate four settlements; Oke Oloja, Iganke, Iperin and Berger for siting of the vaccination outreach centre and the demand covered by each settlement are maximised. The study gives an optimal location and allocation of outreach centres which maximises the vaccination coverage in all settlements. Thus, the study aids efficient planning and allocation of outreach centres for vaccination in a timely and effective manner.
    Keywords: outreach; vaccination; allocation; location; covering models.
    DOI: 10.1504/IJSOM.2023.10059229
  • Enhancing efficient aircraft spare parts management in Republic of Korea Air Force: a multiple criteria ABC analysis   Order a copy of this article
    by Myungjin Choi, Daekyung Sung, Donggyu Jeon, Kyunghwan Choi 
    Abstract: Catastrophic item manager (IM) has to cope with two issues in Republic of Korea Air Force (ROKAF): the aircraft operating cost and mission fulfilment. Requisition objective (RO) plays a significant role in both of them. RO can obtain from adding operating level quantity, ordering and shipping time quantity, safety level quantity, and a rounding coefficient. ROKAF has to make a careful decision on this rounding coefficient. This is because it determines the inventory level of all spare parts for the ROKAF. Despite the changes in the air force's weapon system and the very different distribution of the aircraft spare parts, the ROKAF is still using the policy made 30 years ago. This study aims to prepare an economic defence operation policy and an efficient spare parts management plan by presenting the rounding coefficient policy suitable for the changing environment using the multi-criteria ABC analysis. This study is significant in that it prepares and presents a new plan for ROKAF's unique rounding coefficient policy, which is difficult to find in other countries or fields.
    Keywords: aircraft spare parts; multiple criteria ABC analysis; requisition objective; RO; rounding coefficient; economic defence operation.
    DOI: 10.1504/IJSOM.2023.10059233
  • Influence of Macroeconomic Variables on Indian Commodity Futures Prices: Case of Agricultural Commodities   Order a copy of this article
    by Sonia Garg 
    Abstract: The present study explores the long-run and short-run impacts of various macroeconomic variables on Indian agricultural commodity futures prices. To accomplish this purpose, the present study uses an autoregressive distributed lag (ARDL) model. The findings of the study show that, in the long run, inflation has a significant impact on kapas, mentha, and chana. Gross domestic product (GDP) has a significant influence on the futures prices of cotton and guar seed. The interest rate has a significant impact on kapas only. The exchange rate has a significant impact on kapas, mentha oil, and chana. Stock market prices (SP) have a significant influence on the futures prices of kapas and mentha oil.
    Keywords: macroeconomic variables; commodity futures; India; autoregressive distributed lag; ARDL; agricultural commodities.
    DOI: 10.1504/IJSOM.2023.10059341
  • Bridging modular service architecture and performance of the service delivery process: An example from the healthcare setting   Order a copy of this article
    by Anu Bask, Mervi Vähätalo, Anssi Panula 
    Abstract: Healthcare organisations face challenges to improve their performance while providing customer-oriented services. It has been suggested that modular service architecture has the potential to address these challenges, but empirical research is still scarce. Therefore, the aim of this study is to discover how modular service architecture can support service delivery performance in the healthcare setting. The results demonstrate how modular service architecture allowed the case organisation to customise the service process according to each patient's needs, thus shortening the recovery time and increasing patient satisfaction. Standard modules and components as well as well-defined interfaces were essential factors in supporting the organisation's vision and successful service delivery performance. This study is one of the first attempts to bridge a gap in the research on the intersection between modular service architecture and performance of the service delivery process.
    Keywords: service management; healthcare; architecture; modularity; interfaces; performance.
    DOI: 10.1504/IJSOM.2023.10059355
  • Does Employee Happiness Play any Mediating Role in the relationship between Work-life Balance and Turnover Intentions   Order a copy of this article
    by Rajwinder Kaur, Gagandeep Kaur 
    Abstract: The subject of academician turnover in private universities is crucial to the higher education industry. Two concepts - work-life balance and employee happiness - are combined to examine academicians’ turnover intentions. Here, a thorough model that accounts for work-life balance, employee happiness and turnover intention is put forward. 392 academicians from private universities in Punjab took part in a questionnaire distributed. The analysis of data is performed by applying structural equation modelling. The findings of the study state that work-life balance and employee happiness have a significant (negative) effect on turnover intentions. Furthermore, the study found a significant (positive) effect of work-life balance on employee happiness. Besides this, the study has discovered the mediation effect of employee happiness and the moderation effect of gender on work-life balance and turnover intentions. The outcomes state that employee happiness partially mediates the association between work-life balance and turnover intentions. From the aspect of organisational human behaviour, this research has significant theoretical and practical ramifications for the turnover intentions of academicians, and it would support the happy teaching environment offered at private universities.
    Keywords: academicians; human resource management; moderation; intentions to leave; private universities; work-family conflicts.
    DOI: 10.1504/IJSOM.2023.10059376
  • Grey Theory based Leanness Assessment and decision support system development: A case study   Order a copy of this article
    by D. Senthil Kumar, S. Vinodh, Yuvaraja T 
    Abstract: Evaluation of leanness level of an organisation becomes important as it identifies ill performing criteria and enables organisation to explore process from lean perspective and to focus more on weaker areas to improve operational performance. This work presents a study on leanness assessment of a manufacturing organisation using grey numbers approach. Assessment model comprises five enablers, 30 attributes and 90 criteria. Inputs are obtained from experts and are aggregated at three levels (enabler level, attribute level and criterion level). Overall grey performance index (OGPI) is computed as (2.192, 15.788), which indicates that the organisation is lean. Weaker areas are recognised based on grey performance importance index (GPII) and grey possibility degree (GPD) values. Results are validated using a decision support system. The practical implications are highlighted.
    Keywords: lean manufacturing; leanness assessment; grey numbers; grey systems; decision support system.
    DOI: 10.1504/IJSOM.2023.10059448
  • Operations strategy in the manufacturing of Robots   Order a copy of this article
    by S. Maragathasundari, Meka Jahnavi 
    Abstract: Robots are any autonomously run machines that eliminate the need for human labour, even if they may not look like humans or carry out tasks in a way that is humanlike. The majority of today's robots, known as bio-inspired robots, draw their inspiration from nature. The queueing attitude pinpoints the manufacturing issue and offers the crucial ideas that need to be communicated in order to minimise disruptions to the robotic production process. Queuing theory is also used in this work to handle potential delays and other issues. Queues can help uncover ineffective processes and inspire the creation of solutions to reduce resource waste. For the selected queue research, the line size probability generating function and all other efficiency indicators are calculated. The theoretical evaluation of queuing theory in the production of robots is illustrated by a numerical and comprehensive graphic research.
    Keywords: robots; queuing strategy; supplementary variable technique; performance measures.
    DOI: 10.1504/IJSOM.2023.10059546
  • An Efficient Heuristic Algorithm for Flow Shop Scheduling Problem with Periodic Machine Specific Halting and Preventive Maintenance Operations   Order a copy of this article
    by Thangaraj M, Thenepalle Jayanth Kumar 
    Abstract: In the majority of flow shop scheduling scenarios, machine availability is typically assumed consistent throughout the process. Allowing machines to operate continually without a break, however, results decline in productivity or machine failure. Therefore, it is required to allow machines to undergo maintenance operations periodically including halts to avoid machine breakdowns as well as improve performance factors like productivity, reliability and affordability. The existing literature lacks comprehensive studies on flow shop scheduling models integrated with halting times and preventive maintenance operations. Given the practical relevance of this gap, this paper first address a flow shop scheduling problem (FSSP) with periodic machine-specific halting and preventive maintenance operations. To minimise the overall tardiness and effectively manage halting and preventive maintenance operations with job scheduling, an effective NEH-based heuristic algorithm has been developed. As the present problem is new to the literature, comparative studies are not carried out. However, over 50 Taillard benchmark instances ranging from 20-jobs five-machines to 200-jobs ten-machines are used to test the performance of the proposed technique and results are duly reported, which could be helpful as a comparative basis for further research. The results reveal that the proposed algorithm provides the best solutions within a considerable time.
    Keywords: flow shop scheduling problem; FSSP; halting operations; NEH algorithm; preventive maintenance; Taillard instances.
    DOI: 10.1504/IJSOM.2023.10059599
  • An empirical study of the determinants of employee silence among Generation Z   Order a copy of this article
    by Chew Sze Cheah, Kwang Wei Charn, Cheng Ling Tan, Afandi Yusof 
    Abstract: There has been an increasing interest in employee silence over the past ten years. Previous research indicates that employee silence negatively affects employee performance, trust, motivation, and morale. Therefore, investigating the underlying factors that affect employee silence among Generation Z is the aim of this study. A non-probability purposive sampling method was employed in this study and the online questionnaires were distributed to 150 respondents aged between 16 and 24 years old. Smart PLS software was used to analyse the gathered data in the measurement model and structural model. The findings indicated that abusive supervision and implicit belief positively influence employee silence while locus of control negatively influences employee silence. However, power distance culture failed to influence employee silence among Generation Z in this study. This study can assist managers and organisations in better understanding their next-generation workforce and preparing them for future management positions.
    Keywords: employee silence; Generation Z; abusive supervision; implicit belief; locus of control.
    DOI: 10.1504/IJSOM.2023.10059884
  • Study on the influence of perceived service process belief on overall customer satisfaction: The role of stage satisfaction   Order a copy of this article
    by Piyush Gupta, AMIT Sachan, Sasadhar Bera, Tanusree Dutta 
    Abstract: A significant amount of research in service operations has focused on customer journey and experience along the e-retail service delivery (e-RSD). Literature reveals that little research has focused on the service process-beliefs of the customer journey in multi-stage e-RSD. The objective of this paper is to see the influence of perceived service process-beliefs on stage satisfaction and attempt to study the impact of stage satisfaction on the customer’s overall satisfaction in multi-stage e-RSD. Survey data was collected from 455 Indian customers. Multiple regression analysis is used to find the significance of independent variables on dependent variables. The results identify the significant service process-beliefs impacting the stage satisfactions and results show that all four stage-satisfactions are affecting the overall customer satisfaction. This study offers empirical proof to comprehend the service process-beliefs that affect stage satisfactions in multi-stage e-RSD which can be used by managers to tailor their e-retail service offerings.
    Keywords: online retail service delivery; stage satisfaction; customer journey; customer satisfaction; service process; e-retail service delivery; e-RSD.
    DOI: 10.1504/IJSOM.2023.10060304
  • Cultivating Productivity among Women Employees: The Dynamic Role of Psychological Well-Being, Emotional Exhaustion, and Conflict Management   Order a copy of this article
    by Divyakala C, Vasumathi Arumugam 
    Abstract: The study delves into moderation effects, unveiling how the conflict management climate intricately influences psychological well-being, emotional exhaustion, and productivity. The research demonstrates that a positive conflict management climate amplifies the favourable impact of psychological well-being on productivity while mitigating the adverse effects of emotional exhaustion on work performance. The study provides a comprehensive analysis of these variables, their means, standard deviations, and interrelationships. The climate of conflict management variable indicates varying perceptions, with a significant positive correlation linking it to psychological well-being, and a negative correlation with emotional exhaustion. the findings stress the central role of effective conflict resolution strategies in nurturing an environment that promotes both worker well-being and heightened productivity. the complex associations with productivity reveal a delicate balance where enhanced well-being, effective conflict resolution practices, and reduced emotional exhaustion contribute to improved work output.
    Keywords: psychological well-being; PWB; emotional exhaustion; productivity; women; workplace; conflict management.
    DOI: 10.1504/IJSOM.2023.10060469
  • Hybrid higher education supply chain and value stream mapping design   Order a copy of this article
    by Hind Bouhassoun, Nicolas Cheimanoff 
    Abstract: Education systems evolved in a dynamic ecosystem after the industrial revolution, in the light of the Industry 4.0, and after the recent pandemic. They are constrained by the massive need for education and job market specifications. Leaders and managers of higher education institutes (HEIs) are continuously challenged. On the strategic level, they establish the vision, build the mission, clearly define objectives, plan the activity and position their organizations on the global higher education (HE) map. The authors offer to support the decision-making process of HEIs with practices and methodologies from supply chain management. After analysing literature, HE is considered a service and the hybrid higher education supply chain and value stream mapping design (H-HESC-VSM-D) is constructed. It uncovers the current-state of a HEI and helps depict incoherence. As a managerial contribution, it offers a basis for integration, coordination and quality improvements to attain global performance and quality targets.
    Keywords: higher education; supply chain; service supply chain; value stream mapping; decision-making; management.
    DOI: 10.1504/IJSOM.2023.10060549
  • Integration of Lean Thinking and Service Quality in the Healthcare Sector   Order a copy of this article
    by Berhanu Tolosa, Daniel Kitaw, Kassu Jilcha, Sisay Sirgu 
    Abstract: Healthcare service quality has a pivotal goal in every country’s economy and level of productivity. The sector has turned its attention to a lean approach due to a growing influence in reducing cost and waiting time, enhancing service quality, and increasing flexibility. The main objective of the study is to investigate the existing databases under the umbrella of quality service and lean thinking to identify possible research gaps. The study used different databases to conduct a comprehensive assessment of the literature to enhance service quality. Using a descriptive analysis technique, the selected studies were carefully evaluated and analysed by their study distribution; year of publication, method, potential factors (dimension, knowledge, trust, etc.), scope, relationships, area, and findings. Finally, the study showed that lean service quality adoption is the major research gap that blocks the performance of the service sector in general and healthcare in particular. The authors suggested lean service quality improves healthcare patient satisfaction and future research directions were also forwarded to initiate young researchers in the sector.
    Keywords: service quality; lean thinking; healthcare; health system.
    DOI: 10.1504/IJSOM.2023.10060723
  • Unveiling the Dynamics of Product Service Systems: Insights from Digital Platform Ecosystems and Customer Engagement Perspectives   Order a copy of this article
    by Luke T. Treves, Mikko Pynnonen, Mika Immonen 
    Abstract: This research delves into the complex relationship between digital platform ecosystems, business-to-customer (B2C) engagement, and the triumph of product-service systems (PSS) business models that prioritise functionality over ownership. While digital platform ecosystems have evolved as collaborative arenas that add value to PSSs, our understanding of their synergistic role in PSS business model success remains limited. An extensive review of 94 peer-reviewed academic articles in business management and economics revealed important influences and correlations between digital platform ecosystem factors and B2C engagement in PSS business models. The key influences include cooperation and collaboration, design and structure, governance, network effects, technology, communication and marketing, value and co-creation, acceptance, trust, and risk. The paper unveils the intricate link between digital platform ecosystems, B2C engagement, and PSS success, stressing adaptability to changing customer preferences and leveraging digital platforms for innovation. It sets the stage for future research in this transformative field.
    Keywords: product service system; PSS; digital platforms; digital platform ecosystems; DPEs; consumer engagement; customer engagement; service innovation; open innovation.
    DOI: 10.1504/IJSOM.2023.10060737
  • Unveiling the Drivers of Customer Satisfaction and Loyalty in Cinema Theatres: Integrating Sufficiency and Necessity Perspectives   Order a copy of this article
    by Jaime Dagostim Picolo, Gerson Tontini, Giancarlo Gomes 
    Abstract: This study aims to examine the sufficiency and necessity of antecedents for customer satisfaction and loyalty in the context of cinema theatres. A survey-based approach was employed to collect data from 319 customers of three multiplexes located in Brazil. The survey included measures related to various dimensions of cinema theatre services (access, attendants’ service, exhibition, promotions, confectionery, tickets, comfort, projection, conservation, information, and responsiveness), customer satisfaction, and loyalty. The data were analysed using a combined approach of partial least squares structural equation modelling (PLS-SEM) and necessary condition analysis (NCA). The results of the PLS-SEM analysis indicate that three dimensions, namely promotions, projection and comfort significantly influence customer satisfaction and loyalty in cinema theatres. However, all dimensions, even those that were not found to be significant in the PLS-SEM analysis, were identified by NCA as necessary to maintain customer satisfaction and loyalty.
    Keywords: necessary condition analysis; NCA; sufficiency; necessity; customer satisfaction; loyalty; cinema theatres.
    DOI: 10.1504/IJSOM.2023.10060830
  • Usability of E-Commerce as a Digital Platform: Resilient Food Supply Chains (RFSCs) amid Covid-19   Order a copy of this article
    by Mohammad Alawamleh, Lana Mohannad Al-Twait 
    Abstract: This research aims to evaluate the usability of e-commerce via digital platforms amid the COVID-19 pandemic and investigate the relationship between usability, customer behaviour, and resilience in food supply chains (FSCs) from the perspective of digital customers. A structured online survey tool was employed targeting customers who were visiting business to consumer (B2C) digital platforms. A series of analyses were performed based on the varimax rotation technique, as well as the principal component analysis (PCA) extraction approach. The empirical results indicate the following: 1) usability is a six-dimensional construct, comprising navigation, information architecture, value of content, satisfaction, aesthetics and consistency, and functionality; 2) customer behaviour is a two-dimensional construct, comprising decision-making and physical activity; 3) resilience is a three-dimensional construct, comprising agility, collaboration and risk management. The structural findings indicate that the above factors of usability positively and significantly affect customer behaviour and resilience in FSCs.
    Keywords: usability of e-commerce; digital platforms; business to consumer; B2C; resilience; food supply chain; FSC; COVID-19.
    DOI: 10.1504/IJSOM.2023.10060833
  • Staff Records Management Practices by Registry Staff: Influence of Institutional Factors in Kaduna State University (KASU) Kaduna, Nigeria   Order a copy of this article
    by Ismaila Adamu, Hardik Bhadeshiya, Dr. Sahabi Muhammad Kabir 
    Abstract: The study investigated staff records management practices by registry staff: influence of institutional factors in Kaduna State University (KASU) Kaduna, Nigeria. A sample size of 140 out of 220 registry staff was obtained using Krejcie and Morgan's 1970 formula. The researchers employed the questionnaire as the research instrument for collecting data. A validated and structured questionnaire was used for data collection. Cronbach's alpha reliability coefficients for the constructs ranged from 0.83 to 0.95. The results demonstrated that institutional variables had a favourable and substantial impact on staff records management practises at the KASU registry. It is advised that KASU should consider political factors more to sustain staff records management practices because political factors significantly impact staff records management practices.
    Keywords: institutional factors; staff records; records management practices; Kaduna State University; KASU; registry; Nigeria.
    DOI: 10.1504/IJSOM.2023.10060834
  • Women leadership styles on manufacturing industry employees' job performance: Evidence from Sarawak, Malaysia   Order a copy of this article
    by Pan Wen Ting, Lo May Chiun, Abang Azlan Mohamad, Jun Zhou Thong 
    Abstract: The under-representation of women in top management is due to various factors, including discriminatory attitudes and family responsibilities. Despite progress, there is still a substantial gap to close, and Malaysia aims to involve 30% of women in top management. The study aims to investigate women's leadership in enhancing employees' job performance. The research aims to examine the relationship between transformational and transactional leadership styles and their effect on job performance in the manufacturing industry of Sarawak. The researchers used Smart PLS 3.0 to analyse the variables of transformational and transactional leadership (idealised influence, inspiration motivation, intellectual stimulation, individual consideration, contingency reward, active and passive management by exception) on job performance. The study revealed that idealised influence and individualised consideration did not have a significant impact on employee performance. However, other dimensions of transformational and transactional leadership had a positive association with job performance.
    Keywords: transformational leadership; transactional leadership; job performance; manufacturing industry; Sarawak; Malaysia.
    DOI: 10.1504/IJSOM.2023.10060851
  • The integration of retail supply chain and Industry 4.0   Order a copy of this article
    by Yamini S. 
    Abstract: Retail 4.0 makes use of the Internet of things and big data analytics at the retail stores to focus on achieving more customers. This investigation categorises supply chain, retail, Industry 4.0, and related research articles based on the publication trends in Retail 4.0. The search showcases the research outcomes by doing a bibliometric analysis during the period 20082022 with respect to active authors, data-clusters from abstracts, titles and keywords from various reputed databases. For the last few years, integration of supply chain and Industry 4.0 practices have been an emerging and trending area and it is very evident in Retail sector as well. This article highlights about the need for integration of I4.0 technologies in retail supply chain. These classifications and bibliometric analyses aid in identifying potential areas of research and providing directions for aspiring researchers in the field of Retail 4.0 and SCM 4.0.
    Keywords: Retail 4.0; supply chain management 4.0; big data; Industry 4.0; IoT in retail; artificial intelligence; smart supply chain management; bibliometric analysis.
    DOI: 10.1504/IJSOM.2023.10060853
  • Beyond parcels: Exploring the service quality-driven paradigm of customer satisfaction in the courier sector   Order a copy of this article
    by Weng-Kar Foo, Jeffrey S. S. Cheah 
    Abstract: Against the backdrop of the COVID-19 pandemic, this study delves into the dynamic between courier service quality and the contentment of young customers. Harnessing the robust SERVQUAL model, we engaged 217 Malaysians under 40, employing structural equation modelling. The findings resonate with the positive influence of assurance, empathy, reliability, and tangibility on customer satisfaction, though responsiveness veers in a different direction. Beyond its theoretical contribution to the SERVQUAL model, this research carves a unique niche by dissecting the interplay of courier service quality and customer satisfaction, resonating strongly with young consumers during the pandemic. Practical implications abound, empowering courier firms to optimise their service quality for enhanced customer experience.
    Keywords: customer satisfaction; service quality; courier company; young customers; structural equation modelling.
    DOI: 10.1504/IJSOM.2023.10061093
  • Financial Development, Country Governance and Economic Growth: Evidence from BRICS Economies   Order a copy of this article
    by Byomakesh Debata, Sangita Dutta Gupta, Mafruza Sultana 
    Abstract: This paper investigates the impact of financial development and governance on the economic growth of BRICS economies for a sample period spanning from 1992 to 2017. Besides financial development and governance, this study considers the macroeconomic variables, trade openness, economic freedom, human capital formation, life expectancy, and inflation which have been considered the essential determinants of economic growth. Dynamic panel data models, more specifically, generalised method of moments techniques were used for the analysis. Data on governance was collected from World Bank reports. The empirical findings suggest that financial development is positively associated with economic growth. Good governance, control of corruption, and an effective rule of law affect economic growth positively. The findings from this study have implications for policymakers, corporate managers, and investors to create a stable and vibrant financial system.
    Keywords: economic growth; financial liberalisation; financial market; generalised method of moments; GMM.
    DOI: 10.1504/IJSOM.2023.10061095
  • The Effects of Internet Banking Service Quality on Customer Satisfaction in Nepal   Order a copy of this article
    by Gunja Kumari Sah  
    Abstract: The research aims to examine the effect of internet banking service quality dimensions and moderating factors on consumer satisfaction. A commercial bank's 300 internet banking customers were surveyed using questionnaire by convenient sampling. However, 219 were responses returned, 24 were discarded, and 195 were determined to be authentic for analysis by SPSS and AMOS 20. The factors' reliability and validity determined by exploratory and confirmatory factor analysis. Independent sample t-test and ANOVA were used to examine the moderating effect. It was found that website design and ease of use significantly but security and privacy had an insignificant effect on customer satisfaction. Ease of use and website design was high but privacy and security were low influential dimensions. Gender and occupation were significant except age and education were insignificant difference with customer satisfaction. This research model increase facts to maintain internet banking quality in developing countries.
    Keywords: AMOS 20; customer satisfaction; ease of use; privacy; security; website design.
    DOI: 10.1504/IJSOM.2023.10061155
  • Influence of Blockchain Technology on Open Banking: A Scoping Literature review   Order a copy of this article
    by Baiju J. Nair, Tomy K. Kallarakal, U.M.A. VR, Girish S, Sachin K. Parappagoudar 
    Abstract: The recent shift towards customer-centric products and services has prompted an investigation into a framework prioritising a customer-centric banking experience. The synergy between open banking and blockchain technology has the potential to power this framework. Open banking, despite being relatively new, has garnered considerable attention globally, fostering a more interconnected economy and restoring customer control over their data. Privacy and security concerns in open banking can be mitigated through the strategic integration of blockchain technology. A scoping literature review of 153 articles from 2016 to 2023 indicates that blockchain enhances the security, transparency, and accessibility of open banking. Its decentralised nature ensures customer data security, and smart contracts ensure precision in financial transactions. This research emphasises the growing interest in integrating open banking and blockchain, providing valuable insights for stakeholders and guiding future multidisciplinary collaboration in this evolving domain.
    Keywords: open banking; fintech; banking; blockchain; literature review.
    DOI: 10.1504/IJSOM.2023.10061279
  • Recent Review on Non-Instantaneous Deteriorating Items in Inventory Models (2006-2022)   Order a copy of this article
    by Anthony Limi, K. Rangarajan, P. Rajadurai 
    Abstract: This article presents comprehensive information about the advances and recent research made in the field of non-instantaneous deteriorating inventory objects in this literature review. This paper investigated some characteristics that play a significant role in the management of a non-instantaneously deteriorating inventory model. Our reviewed papers have been classified using keywords such as economic order quantity (EOQ), two warehouses (TWs), vendor managed inventory (VMI), and economic production quantity (EPQ). This paper’s literature review framework provides a clear overview of the field of non-instantaneous deteriorating inventory analysis that can serve as a springboard for additional investigation. The research work summarised in this paper provides clear information about non-instantaneous deteriorating items. In addition, the article provides a research gap and future research directions in this area.
    Keywords: non-instantaneous deterioration; economic order quantity; EOQ; two warehouses; vendor managed inventory; VMI; economic production quantity; EPQ.
    DOI: 10.1504/IJSOM.2023.10061336
  • Incorporating robust and quasi-robust optimization methods to model the relief distribution problem under uncertainty   Order a copy of this article
    by Israa Ismail 
    Abstract: This paper addresses the problem of modelling uncertainty in supply, demand, and travel time parameters in relief distribution optimisation models. The model aims to minimise the deprivation cost, expressed as a function of deprivation time, and updates the deprivation status of demand nodes at the beginning of each time period in the planning horizon. The uncertainty realisations in travel time are thus discretised and delays are expressed as number of time periods behind the expected delivery time. The first part of the article adapts the reasonable worst case robust optimisation approach to model uncertainties in supply and demand parameters which are assumed to be uniformly distributed. The second part introduces a novel quasi robust optimisation approach to model uncertainty in travel time where delays in each arc are assumed to be proportional to the assigned arc load for more protection against constraints' violation. The model is tested and verified empirically.
    Keywords: humanitarian logistics; robust optimisation; travel time uncertainty; deprivation cost; relief distribution models.
    DOI: 10.1504/IJSOM.2023.10061472
  • Enhancing the POLCA Production Control System by Indirect Load   Order a copy of this article
    by Fernando J. Gómez, Moacir Godinho Filho, Matthias Thurer, Nuno O. Fernandes 
    Abstract: Paired-cell overlapping loops of cards with authorisation (POLCA) is a card-based production control system (PCS). The original POLCA system uses authorisation dates based on an MRP list to release jobs to the shop. However, when jobs present high variability in processing times, POLCA may refuse a job to start production on a station, even if available capacity exists, negatively impacting performance. To limit this problem, we adapt POLCA to consider the stations' indirect load (IL) at job release to gain flexibility. We compare the mechanisms through simulation experiments. Results suggest that the indirect load mechanism helps this system to improve operational performance, especially concerning job throughput times and customer delivery time. This research implies that managers should consider the indirect load at stations when using POLCA for production control in a lean production context with high variability.
    Keywords: production control; POLCA; IL-POLC; indirect workload; order release.
    DOI: 10.1504/IJSOM.2023.10061806
  • An examination of the association between Green HRM practices & Pro Environmental Behaviour: Prism of AMO theory   Order a copy of this article
    by Vanisri K, Prabir Chandra Padhy 
    Abstract: Recent literatures acknowledge that business entities nowadays focusing much on environmental issues. Human resource management occupies a noteworthy place in making organisations green or environmental oriented. This study investigates the direct impact of green HRM practices on employees' pro environmental behaviour. Green HRM has little effect on employee pro-environmental behaviour, notably in IT. Accordingly, this research aim to dissect the influencing role of green HRM practices like green recruitment, green training, green performance management, and green incentives on pro-environmental behaviour among IT workers. The data was collected from IT employees in India using survey technique. This study attempts to find that whether there is significance among green HRM practices and pro environmental behaviour. The extent of relationship is detailed through statistical analyses. The relationship that exists among green recruitment, green training, green performance management is analysed in this study.
    Keywords: information technology sector; green HRM; pro environmental behaviour; IT employees.
    DOI: 10.1504/IJSOM.2023.10061919
  • Assessing the Factors Influencing Healthcare 5.0 Readiness   Order a copy of this article
    by Urmila Natarajan, M. Suresh 
    Abstract: The healthcare transformations focus on understanding patient care plan developments and effective service care. Technical developments in the health sector enhance the patients care and provide a better experience in treatment. As the transformations are increasing in healthcare units in every aspect and this era is very much technical oriented, the focus of the study is on Healthcare 5.0 readiness, where it significantly trying to find out the readiness level in healthcare organisations. The conceptual framework is to understand the collective concerns of the elements through total interpretive structural modelling (TISM) and to distinguish the factors which have driving and dependence power. The factors are identified from literature reviews and experts’ opinion through interviews to know the interrelations and interconnection between the factors. Therefore, the study results say sustainable development and innovative technology usage are critical factors in Healthcare 5.0 readiness. This study will benefit the researcher, healthcare managers and practitioners to know the factors of 5.0 readiness to healthcare change.
    Keywords: Healthcare 5.0; hospitals; sustainable systems development; collaborative robots; 5G communication service; smart technologies.
    DOI: 10.1504/IJSOM.2023.10061952
  • Productivity Assessment for Academic Institutions using DEA-Malmquist PRODUCTIVITY INDEX   Order a copy of this article
    by Geo George, Georgy Kurien 
    Abstract: The paper aims to study productivity change in the education sector. The productivity study, considering a group of educational institutes, helps in framing policies and bringing changes that help improve the quality of education. This efficient benchmarking tool allows institutions to learn from the best practices of other successfully running institutions. The study is based on a non-statistical DEA-based Malmquist productivity index for calculating the productivity change in institutions. Thirteen colleges in Bangalore, Karnataka, India, were selected by non-probability judgmental sampling. The fixed base method and Euclidean distance ensures homogeneity in the sample. Single, double, and three decomposition helps identify the reason for the growth, progress, or stagnation in technical change, technological change, scale efficiency change, or frontier change. This paper fulfils an identified need to understand how productivity calculation helps institutions frame better policies and take necessary action that helps them be productive.
    Keywords: productivity; data envelopment analysis; DEA; Malmquist productivity index; MPI; benchmarking; quality assurance; higher education institutions.
    DOI: 10.1504/IJSOM.2023.10062194
  • A Scientometric Analysis of the Relationship Between Entrepreneurial Marketing and SME Performance for Long-term Sustainability   Order a copy of this article
    by R. Manigandan 
    Abstract: The study aims to examine the comprehensive relationship between entrepreneurial marketing (EM) and small and medium enterprises (SMEs) performance. The present study addresses the research gap in many empirical studies available. However, no systematic literature reviews focused on the impact of EM on SMEs' performance in emerging markets. Thus we investigate the 167 documents retrieved from the Scopus database using bibliometric analysis, thematic clustering, and performance analysis. The study mainly focuses on annual scientific production, keyword analysis, citation, co-citation, and country-wise analysis. R studio and VOS software were used to conduct visualise the network analysis and cluster analysis. The study's main finding is the highest production in 2023 with 205 publications, and the most impactful countries are Ulster University and the USA, respectively. This article will be more helpful to society in providing a conceptual framework for the firm development process and emerging markets.
    Keywords: entrepreneurial marketing; SMEs performance; systematic literature review; integrative framework; bibliometric analysis.
    DOI: 10.1504/IJSOM.2023.10062256
  • Exploring Electronic Gadget Buying Behaviour in India: A Social Media Approach   Order a copy of this article
    by Surbhi Goyal, Navdeep Kaur 
    Abstract: The aim of this study is to investigate the impact of demographic factors on consumer buying behaviour for electronic gadgets, within the context of Indian social media platforms. This study also explored how demographic information influences consumers' purchasing decisions on social media when it comes to electronic gadgets. This study utilises a quantitative research design. Firstly, quantitative data is collected through online surveys distributed on social media platforms to gather information about consumers' demographic characteristics and their buying behaviour for electronic gadgets. The gathered information analysis has been done with IBM SPSS Statistics version 22. The results of this study revealed that demographic information significantly impacted the consumer behaviour. Single and married individuals demonstrate varied buying patterns, highlighting the need for tailored approaches. Gender also exhibits different preferences, necessitating gender-specific marketing strategies.
    Keywords: demographic influences; consumer buying behaviour; electronic gadgets; social media; India.
    DOI: 10.1504/IJSOM.2023.10062332
  • Adoption and Usage of Digital Banking Services: A Rural Indian Perspective   Order a copy of this article
    by Gayatri Samantaray, Pushpendra Khandelwal 
    Abstract: The landscape of banking is shifting as a result of the proliferation of digital banking services, which are enabled by a wide range of applications developed by financial institutions. The rapid rise of digital banking has transformed the Indian financial landscape. Despite the Indian Government's schemes aimed at financial inclusion through cashless transactions and technology-based services, the adoption of digital banking is facing certain constraints in the rural parts of the country. In response, this research makes an attempt to explore the factors that are vital to the adoption and use behaviour towards digital banking in the rural Indian context. User-friendliness and convenience, awareness, digital banking self-efficacy, and trust and security confidence emerged as significant predictors of intention to adopt and facilitate digital banking use behaviour. These findings offer newer insights into this under-explored domain to facilitate conceptual development, strategy formulation, and effective policy development.
    Keywords: digital banking; services; adoption; intention; rural India.
    DOI: 10.1504/IJSOM.2023.10062345
  • Do Psychological Capital and Digital Readiness Impact Service Quality in Interior Designers in Indonesia? The Role of Innovative Work Behaviour and Work Engagement as Mediators   Order a copy of this article
    by Ajriya Ninda, Budi W. Soetjipto 
    Abstract: Service quality is an important aspect of service industries, and it has been discussed in many industries, such as banking, healthcare, and hospitality. There is a need to view the creative industry as a designer. In this instance, digital technology's effect on service quality and pandemic COVID-19 accelerates the adaptation. Interiors designers are adapting but still struggle because they typically conduct in-person design procedures, including brainstorming, mood boarding, collaboration, etc. This research proposed the psychological capital of interior designers could affect their service quality mediated by digital readiness, innovative work behaviour, and work engagement. The data was collected using a questionnaire-based survey of 139 interior designers in Indonesia and analysed using PLS SEM. The study's findings showed that psychological capital was crucial for influencing the service quality of designers, that work engagement and innovative work behaviour greatly impacted that quality, but that digital readiness had little bearing on any of those factors.
    Keywords: digital readiness; innovative work behaviour; interior design; psychological capital; service quality; work engagement.
    DOI: 10.1504/IJSOM.2023.10062500
  • Analysis of the implementation of the LSS approach in Moroccan services: benefits, tools, difficulties, critical success factors   Order a copy of this article
    by Siham Alami Chentoufi, Abdelali Ennadi 
    Abstract: The aim of this study is to assess the level of implementation of the Lean Six Sigma approach to optimise the performance of services in Morocco. To achieve our study objective, we analysed previous studies from a systematic literature review, and validated by Moroccan experts in the service sector. In addition, a questionnaire survey was conducted among 61 different services in Morocco. After collecting all the answers, we statistically analysed them to make them useful to researchers and practitioners of the LSS approach involved in performance optimisation, since no research has been carried out on the progress of the adoption of this approach within the Moroccan services. The results of this study reveal that the LSS approach is not yet implemented by all Moroccan services to improve performance, 65% of respondents have not yet tried to apply this method in their service.
    Keywords: Lean Six Sigma; service; Morocco; obstacles; critical success factors; CSFs; benefits; tools.
    DOI: 10.1504/IJSOM.2023.10062576
  • The Past, Present, and Future of Service Recovery: A Bibliometric Analysis   Order a copy of this article
    by Sayan Banerjee, Anil Verma 
    Abstract: Understanding the progress trajectories of service recovery in the academic context is highly quintessential for services marketing research and practice. This research presents an extensive bibliometric analysis of service recovery and its progress over the years. The sample utilised in this enquiry comprised of 1,066 documents gathered from the Scopus database. It was examined with techniques like performance analysis, co-citation analysis, keyword co-occurrence analysis, and thematic analysis. The performance analysis was conducted to examine the contributions of various research constituents like authors, countries, sources, and affiliations. The co-citation analysis provided an introspective view of the extant literature that forms the base for the enhancement of the service recovery research field. The keyword co-occurrence and thematic analysis furnishes information pertaining to the research themes within the purview of service recovery that has been addressed so far.
    Keywords: service recovery; bibliometric analysis; bibliometrix; keyword analysis; conceptual structure; thematic analysis.
    DOI: 10.1504/IJSOM.2023.10062581
  • Analyzing the Expectation vs Satisfaction Gaps and Prioritizing Dimensions of Service Quality for Middle-Class Restaurant Sector   Order a copy of this article
    by Mohammed Yusoof Muhammad Yunis, Rafikul Islam, Siti Salwani Razali, Siddique Azam 
    Abstract: Service quality plays an important role in ensuring customer satisfaction and hence attaining competitive advantage for restaurant business. To bridge literature gap, this study prioritises SERVQUAL dimensions for middle-class restaurants in Malaysia and also investigates customer service quality perceptions and gaps. Data collection included 222 customers for performing gap analysis and 30 respondents for prioritisation of SERVQUAL dimensions. Analytic hierarchy process, descriptive analysis, ANOVA, and t-tests were used for data analysis. Results revealed the largest gap in reliability, while tangibles and assurance had the smallest gaps. No significant SERVQUAL gap differences were found among customer groups based on demographics. Responsiveness was ranked as the most important SERVQUAL dimension, followed by reliability with tangibles and empathy ranked lower. The results provide guidelines to the managers of middle-class restaurants to design their restaurants and enhance delivery of services. In particular, managers should prioritise creating a welcoming atmosphere through staff training, inclusive language, and supportive policies.
    Keywords: service quality; SERVQUAL gap; customer perception; middle-class restaurants; analytic hierarchy process; AHP; customer satisfaction.
    DOI: 10.1504/IJSOM.2024.10062908
  • A Multi-Objective Robust Possibilistic Programming Approach to Designing Sustainable and Reliable Closed-Loop Supply Chain Network (Case Study: Aluminum Industry)   Order a copy of this article
    by Sajad Amirian, Maghsoud Amiri, Mohammad Taghi Taghavifard 
    Abstract: In this study, using a robust possibilistic programming approach with Me scale for solving sustainable and reliable supply chain network design (SCND) problems under uncertain conditions has been considered. The proposed approach eliminates the need for iterative consideration by decision-makers by providing unlimited choices from the optimism-pessimism spectrum. The mathematical model developed in this study is of MILP, which is implemented in GAMS software to solve it and find Pareto optimal solutions. The accuracy of the overall performance of the proposed model has been evaluated with four examples (based on the coefficients of the objective functions) from a case study in the aluminum industry. The variability of the justified decision space in the Me scale has helped to solve the (SCND) problem more flexibly and closer to reality through the possibility of exchange between the objective function and the risk-taking level of the managers.
    Keywords: sustainability; reliability; closed-loop supply chain network; robust possibilistic programming.
    DOI: 10.1504/IJSOM.2023.10063071
  • Business intelligence Systems Success Model Based on Information System Theory   Order a copy of this article
    by Mohammad Almuiet, Mohammad Bany Baker, Zaid Jaradat, Ala'a Bani Bakr, Qotadeh Saber Aljawazneh, Ghaith Jaradat 
    Abstract: In the literature, research often places more emphasis on decision-making systems than on the variables influencing BI adoption, and business intelligence (BI) is seen as a new decision-making domain. Along with other BI-relevant criteria, the article used the technology acceptance model (TAM), De Lone and McLean's model, and TAM. Survey information was collected from managers, accounting department heads, and IT department employees at Jordanian hospitals in order to experimentally test the suggested model. Based on the PLS-SEM results, it is clear that perceived usefulness, perceived usability, system quality, service quality, and information quality all had a favourable impact on BI adoption intentions, which in turn had a favourable impact on BI use. From a practical standpoint, stakeholders such as technology-based BI vendors, legislators, and healthcare providers can greatly benefit from the guidance provided by these findings.
    Keywords: business intelligence; BI; technology acceptance model; TAM model; IS model; healthcare sector; Jordan.
    DOI: 10.1504/IJSOM.2024.10063411
  • Improving lean transformation success with change management techniques   Order a copy of this article
    by Ariella Janka Tarjáni, Noémi Kalló, Béla Pataki 
    Abstract: While the success rate of lean transformations is low, soft management techniques such as change management methodologies are rarely mentioned in the lean literature. Combining the different approaches represented by lean and change management can support the success of lean projects and the organisation. As lean transformations are inevitably radical changes in organisations, they must be supported suitably by change management techniques. We show how the success of such a change can be forecasted and how the preparation and implementation phase can be supported with the help of change management. This paper presents a case study where a new lean tool, an online kanban board, is introduced into the operation of a service SME. Based on the case study, we recommend using the presented change management tools for lean implementations.
    Keywords: change management; lean management; lean office; kanban board; case study.
    DOI: 10.1504/IJSOM.2024.10063440
  • Unlocking Supplier Development: A Comprehensive Analysis of Interrelationships and Strategies for Enhanced Performance   Order a copy of this article
    by Dalvi Manojkumar, Vishal Bhosale, Anjali More 
    Abstract: The primary goal of this study is to identify and analyse the interrelationships among supplier development activities (SDAs) with the aim of step-by-step execution of supplier performance improvement through supplier development (SD). The interrelationships are identified through interpretive structural modelling (ISM), and the driving and dependence power of SDAs are determined using fuzzy Matrice dimpacts crois
    Keywords: fuzzy MICMAC; supplier development; SD; vendor development.
    DOI: 10.1504/IJSOM.2024.10063846
  • An Investigation of Passenger Service Satisfaction with International Airports: Evidence from Vietnam-Taiwan direct flights at Tan Son Nhat International Airport   Order a copy of this article
    by Nam Tien Duong  
    Abstract: This study aims to investigate passengers' satisfaction with the Vietnam-Taiwan flights at Tan Son Nhat Airport in terms of flights and airport services. The findings indicate that satisfaction with various service attributes, such as ticket purchasing, destination and flight services, and airline staff services falls between dissatisfaction and satisfaction. In the multiple regression of flight service satisfaction, satisfaction with the two service dimensions, destination and flight services, and airline staff services, positively affect the overall flight service satisfaction. As for satisfaction with airport services, satisfaction with various service attributes, including terminal facilities, airport services, and passenger service information, ranges from dissatisfaction to satisfaction, while satisfaction with parking and ground transportation attributes lies between dissatisfaction and neutral. In the multiple regression of airport services satisfaction, satisfaction with the four service dimensions, terminal facilities, airport services, passenger service information, and parking and ground transportation, positively affects overall airport service satisfaction.
    Keywords: satisfaction; airport; passenger; service; flight; Vietnam; Taiwan.
    DOI: 10.1504/IJSOM.2023.10064137
  • A Closed-loop Supply Chain Game Model Considering Reciprocal Preferences and Echelon Utilisation   Order a copy of this article
    by Shan Yu, Qiang Hou 
    Abstract: Considering the closed-loop supply chain decision-making process of power battery cascade utilisation under the reciprocal preference, this paper constructs the profit function of all stakeholders in the power battery closed-loop supply chain, studies the optimal equilibrium strategy and evolution characteristics, simulates the path evolution process of profits by numerical simulation, analyses the sensitivity of parameters, and verifies the impact of various parameters on the overall structure and path. The results show that with the increase of the reciprocity preference degree, the manufacturers will increase the retail price of new power batteries and the repurchase price of used batteries, and the echelon users will not change the retail price of high energy density batteries. The reciprocal preference behaviour among members enhances the interests of other members through profit transfer, achieves the maximum benefits of the closed-loop supply chain and promotes the sustained and stable operation of the supply chain.
    Keywords: closed-loop supply chain; cascade utilisation; reciprocal preference; power batter.
    DOI: 10.1504/IJSOM.2024.10064232
  • The Impact of Organisational Agility on Achieving High Performance in the Jordanian Public Shareholding Industrial Companies   Order a copy of this article
    by Murad Salih Musallam Alkhalafa, Wan Nur Syahida Binti Wan Ismail, Wan Zanani Binti Wan Abdullah, Nur Haiza Muhammad Zawawi 
    Abstract: This article aims to evaluate the impact of organisational agility capabilities (OAC), namely agile strategy, agile processes, agile linkages, and agile people, on achieving comprehensive organisational transformation to the level of a high-performance institution. Additionally, this study proposes a transformation framework to convert low-performing organisations into high-performance institutions by exploring the essential administrative practices and methods required for such transformation. The data was collected through a survey questionnaire from managers in the upper and middle management of Jordanian public shareholding industrial companies. Structural equation modelling (SEM) was utilised to test the proposed hypotheses and examine the relationships among the study variables. The study found a positive relationship between OAC, agile strategy, agile processes, agile linkages, and agile people with the high-performance transformation framework. It also discovered that a learning organisation plays a positive mediating role in strengthening the relationship between these variables.
    Keywords: organisational agility; learning organisation; organisational performance; high-performance organisation; HPO; structural equation modelling; SEM.
    DOI: 10.1504/IJSOM.2023.10064466
  • Analysis of the Influence of Regional Spending on Obligatory Basic Services on Multidimensional Poverty in Riau Province   Order a copy of this article
    by Sri Endang Kornita, Syapsan Syapsan, Any Widayatsari, Harry Prabowo 
    Abstract: This study aims to measure the percentage of multi-dimensionally poor people using the Alkire Foster method using raw data from the results of the 20182020 BPS Riau Province National Socio-Economic Survey, then compared with the results of measuring poverty using a monetary approach. Next, an analysis of the effect of spending on compulsory basic services on the percentage of the multi-dimensionally poor population in Riau Province was carried out. The results of this study indicate that the percentage of the multi-dimensionally poor population in Riau Province is always greater than the percentage of the monetary poor population. This means that measuring poverty with a multidimensional approach can describe poverty more broadly than the monetary approach. This reconfirms that the capability approach theory is more reliable in describing poverty than the basic need approach theory. Regional spending on compulsory basic services did not have a significant effect on reducing the percentage of multi-dimensionally poor people in Riau Province, except after adding the economic function expenditure variable.
    Keywords: poverty; multidimensional poverty; government spending; capability approach.
    DOI: 10.1504/IJSOM.2024.10064470
  • Pricing new and remanufactured products: a strategic analysis of the selling and leasing Models   Order a copy of this article
    by Tao Zhou, Kai Li, Bohai Liu, Zhiying Kuang 
    Abstract: Growing environmental concerns have prompted firms to adopt sustainable practices, with remanufacturing emerging as a promising approach. However, implementing remanufacturing into business models presents challenges for firms. Our study examines the selling and leasing business models, analysing how ownership is transferred upon purchase or retained by the firm, and how returned product quality and customer perception impact remanufacturing, marketing, and the environment. We also identify conditions that favour each business model. Our findings indicate that the firm’s remanufacturing preference is contingent upon the quality of returned products, with full remanufacturing being favoured for higher quality products and partial remanufacturing being employed for lower quality ones. Notably, a high level of returned product quality may not always be beneficial for the firms remanufacturing profitability. The total environmental impact tends to decrease as the quality of returned products improves under certain conditions. Furthermore, a rise in the customer perception factor may lead to diminished profits and decreased environmental impact. Finally, our research indicates that the decision between adopting a leasing or selling model hinges on the quality of returned products, regardless of whether they were obtained through leasing or selling.
    Keywords: business model; remanufacturing; pricing; product quality; customer perception; environmental impact.
    DOI: 10.1504/IJSOM.2024.10064610
  • Lights on the Implementation of Lean Manufacturing in Moroccan Companies: Benefits, Barriers, Critical Success Factors (CSFs)   Order a copy of this article
    by Salma Arabi, Mohamed Saad Bajjou, ANAS Chafi, Mohammed E.L. Hammoumi 
    Abstract: This is the abstract reduced to less than 150 words: This paper focuses on the implementation of lean in different sizes of companies (very small, small, medium, and large), operating in Moroccan manufacturing and non-manufacturing sectors. The objective is to identify potential lean benefits. It also aims to identify the origin of the failure of lean manufacturing. Furthermore, it assess the factors contributing to the success of the implementation of lean production. To achieve these objectives, 263 completed responses were collected and analysed using SPSS. The results highlight that Moroccan companies mainly face difficulties in the category of managerial and cultural barriers. On the other hand, among the results of the study, it is important to underline the importance of leadership, participation from senior management and employees, communication, motivation and the development of a continuous improvement mind-set among employees in the successful implementation of the lean philosophy within Moroccan industries.
    Keywords: lean philosophy; Moroccan industries; perceptions; barriers; critical success factors; CSFs.
    DOI: 10.1504/IJSOM.2024.10064707
  • The Impact of E-Commerce Practices on Local Product Purchase Intention: a Moderating Factors Research   Order a copy of this article
    by Lin Li 
    Abstract: The current research was conducted to analyse the moderating role of the product description, enduring involvement, cognitive involvement, and affective involvement in the relationship between e-commerce practices and local product brands' purchase intention. The respondents were targeted physically in Changsha, Hunan, and a sample of 299 respondents was collected on a self-administered questionnaire using a random sampling method. Statistical Package for Social Sciences (SPSS) 29 was used for descriptive findings, and Smart PLS 3 was used for inferential statistics. The findings disclosed that product description, enduring involvement, and affective involvement significantly moderate the relationship between e-commerce practices and local product brands' purchase intention. However, the study found cognitive involvement has no moderating relationship between e-commerce practices and local product brand purchase intention. The findings of this research are novel for theoretical contributions to the literature. Furthermore, there are some practical recommendations in this research to improve the local product brands purchasing intention in China.
    Keywords: e-commerce; local products; purchase intention; product description; enduring involvement.
    DOI: 10.1504/IJSOM.2024.10064709
  • Investigating the Determinants of Picker Performance and Interdependencies between the Determinants of Third-Party Logistics Industry   Order a copy of this article
    by Jinendri Prasadika, Annista Wijayanayake, D. H. H. Niwunhella 
    Abstract: The study focuses on the significance of order picking (OP) which is a pivotal and economically consequential operation in warehouses, emphasising its impact on client satisfaction and overall productivity. The study was conducted for third-party logistics (3PL) warehouses in Sri Lanka and it identifies and analyses 12 key factors influencing picker performance (PP). These factors are categorised into employee factors (EF), management factors (MF) and warehouse factors (WF). The study utilises partial least squares structural equation modelling (PLS-SEM) to examine the relationships between PP and its determinants. Additionally, the decision-making trial and evaluation laboratory (DEMATEL) method is employed to reveal causative relationships among these factors. The findings highlight the substantial role of EF, MF, and WF in enhancing PP. Ultimately, the research provides actionable insights for warehouse managers to strategically improve operational efficiency, address picker needs, and create a more streamlined and productive warehouse environment.
    Keywords: third-party logistics warehouses; picker performance; warehouse management; order picking.
    DOI: 10.1504/IJSOM.2024.10064720
  • A Preliminary Study on the Evaluation and Improvement Strategies of the Service Quality of Shared Green Transportation Mobility in Taiwan   Order a copy of this article
    by Che-Cheng Chang, Shu-Hsien Huang, Chen Chen 
    Abstract: The sharing economy especially that of electric light motorcycle scooters (e-scooters), contributes to both a green transportation system and increasing urban space. Given this, this study aimed to explore the current situation of service quality in the e-scooter sharing industry in Taiwan. A longitudinal approach was adopted for the purpose and a questionnaire containing 22 indicators was used to collect the data. The analysis of the results found that the ratings for the perceived importance were not aligned with those for satisfaction, indicating that the consumers found e-scooter sharing important but were not satisfied with the service provided. The findings serve as a useful strategic base for e-scooter business managers to evaluate and improve service quality, thereby boosting the sustainable development of the shared mobility economy.
    Keywords: shared electric scooters; IPA; SERVQUAL; service quality; green transportation; Taiwan.
    DOI: 10.1504/IJSOM.2024.10064796