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 (153 papers in press)

Regular Issues

  • Service Quality and Student Learning Outcome of Higher Education, Mediated by Student Satisfaction in Bahrain Universities   Order a copy of this article
    by MAHMOOD AKBAR, Mohd Helmi Ali, Syed Shahalam 
    Abstract: Todays’ competitive nature of higher education is enormous, such that service quality is seen as a useful strategic tool for improving student learning outcome The ideals must be pursued for any higher education to attain global best practices or stand the risk of poor academic performance and enrolments deficit The purpose of this paper is to examine the role of service quality in higher education and student learning outcome in private institutions in Bahrain Furthermore, the paper aims to determine the mediating role of student satisfaction on the relationship between service quality and learning outcome In order to test the objective, a quantitative survey approach was adopted in this study where PLS-SEM was used for data analysis The results indicated that service quality significantly influenced student’s learning outcome where student satisfaction mediated such a relationship. The findings will help managers or administrators of higher education groups to gear up for effective quality service delivery systems in order to improve student academic performance. It is recommended therefore that universities and higher education institutions be student centric and invest hugely in modern technology to teach and assess student performance, from the point of admission to graduation.
    Keywords: Service Quality; Students satisfaction; Learning outcome; Higher Education.
    DOI: 10.1504/IJSOM.2020.10028548
    by Suganthi P, Muthulakshmi A.P 
    Abstract: The purpose of this research is to analyse the dimensionality of the concept of customer perceived value in the banking and financial services sector. A total of 300 customers of financial entities were surveyed and structural equations models were used to verify the reliability and validity of the scale of perceived value. Perceived value is found to be a multidimensional construct composed of five dimensions: technology, professionalism, physical environment, emotional value and social value. A scale of overall perceived value in financial services was obtained, composed of five dimensions and represented by 22 items that are significant for their measurement. The validated scale can help the managers and strategists in the banking and financial services sector to frame marketing strategies according to the perceived value of their customers. As no other study with comprehensive development of a multi dimensional perceived value measurement scale was identified, this study recommends a validated scale to measure the customer perceived value in Indian banking and financial services sector.
    Keywords: customer perceived value; CPV; value dimensions; banking and financial services.
    DOI: 10.1504/IJSOM.2020.10032037
  • VMI Adoption in Automotive Industries: Two Different Perspectives   Order a copy of this article
    by Mohammad Juned, Jamal A. Farooquie 
    Abstract: Vendor managed inventory (VMI) is a collaborative approach to manage inventory-related issues. In this method, the vendor has the privilege and accountability of stock replenishment decisions through consistent automatic inventory or sales data from the buyer. This study attempts to explore critical VMI factors among the buyers and the vendors in Indian automotive supply chains. An attempt is made to compare how professionals and academia perceive VMI implementation. Two separate questionnaires formulated one for the corporates and another one for the academia. The Wilcoxon signed-rank test employed for comparing corporates (buyer & vendor) and academic view towards VMI. Further, the t-test used to investigate any significant difference for challenges and facilitators between the buyers and vendors. The outcomes from this study may help the automotive industry make a positive and efficient relationship between buyers and vendors and thus enhance the supply chain efficacy.
    Keywords: Vendor managed inventory; automotive supply chain; Wilcoxon signed-rank test.
    DOI: 10.1504/IJSOM.2020.10032647
  • Buffer size evaluation in a bottle plant production system: a comparison between different solving methods   Order a copy of this article
    by Daria Battini, Ilenia Zennaro, Serena Finco, Riccardo Aldrighetti 
    Abstract: The Buffer Allocation Problem (BAP) is a crucial research issue in designing manufacturing systems. Several methods have been proposed including simulation modelling, exact and heuristics approaches. Simulation is usually time-consuming and requires expensive software; analytical approaches necessitate specific knowledge that is uncommon in companies, especially among small-medium enterprises (SMEs). Thus, practitioners generally develop empirical methods based on their experience, to get buffers size with easy-to-use procedures. This paper proposes a comparison between three BAP approaches: an empirical method, a simulation method, and an experimental formula, all applied in a real case study. Simulation approach leads to a great optimal solution, but it requires to buy the software and time to build the model. The empirical method requires a shorter time but the buffer size results in severe additional costs. Finally, the experimental formula proves to be a good trade-off between the obtained buffer size and the efforts addressed its application.
    Keywords: Buffer Allocation Problem; Discrete Event Simulation; Automatic Production Lines; Experimental models; real case application.
    DOI: 10.1504/IJSOM.2020.10032708
  • An empirical study on warehouse automated materials handling equipment adoption in Malaysian Warehousing Sector   Order a copy of this article
    by Siti Norida Wahab, Muhammad Iskandar Hamzah, Zhen Xiang Khoo, Wen Sheng Yau 
    Abstract: This paper aims to test factors that influence automated material handling equipment (AMHE) adoption within the warehousing sector. Following a quantitative field survey involving warehouse operators in Klang Valley, Malaysia, the study collects a total of 100 responses. Data were analyzed using Structural Equation Modelling. Findings reveal that perceived trust, perceived benefits, and perceived costs have no statistical impact on AMHE adoption while management support, external pressure and knowledge have positive effects on the same outcome. Furthermore, different levels of knowledge were found to have polarized interaction effects on the direction of the relationship between perceived trust and AMHE adoption intention. Hence, this paper provides useful insights for warehouse operators on the importance of having sufficient knowledge of AHME in warehouse operations. Besides, warehouse operators' management needs to emphasize in allocating its resources in terms of investment and technology, towards AMHE adoption.
    Keywords: material handling equipment; automation; warehousing; sustainable warehouse; industrial development; technological advancement.
    DOI: 10.1504/IJSOM.2020.10032712
  • A Novel Efficient Control Chart to Monitor the Mean Vector & Variance-Covariance Matrix Using Support Vector Machine and Tuned Kernel Function   Order a copy of this article
    by Amir Azar, Sadigh Raissi  
    Abstract: Control chart is a popular statistical tool for continuous process monitoring and control. Nowadays it has been extensively extended to be applied on different situations. Hence current research addresses to a specific control chart based on support vector machine that is one of the most important data-driven models. Such multivariate control chart is a useful learning system based on constrained optimization theory that uses induction of structural error minimization principle and results a general optimized answer. Such nonlinear modeling method makes it possible to establish more consistent control, considering the real data distribution. The novel recommended control chart makes the user the ability to detect out of control variable according to their appropriate decision functions. Computational results are conducted using Hotelling T^2 chart employing average run length to determine the superiority of the proposed method. Implementing different shifts on process mean and variance in two and three variable processes reveals that the proposed chart has superior run length comparing by traditional Hotelling T^2 chart. Furthermore, the detection the source of out of control variable is also assessed.
    Keywords: Statistical Process Control; Multivariate Control Charts; Support Vector Machine; Kernel Functions; Hotelling T2 Chart; Average Run Length.
    DOI: 10.1504/IJSOM.2020.10033838
  • Exploring the effects of lean practices and supply chain disruption on performance   Order a copy of this article
    by Kihyun Park 
    Abstract: Lean practices have been a dominant approach in dealing with business and supply chain issues for the last few decades, but many studies suggest that the leaner the supply chain process, the more vulnerable the supply chain network. This study aims to explore the relationship between lean practices and supply chain disruption occurrences (SCDOs) and their impact on firm performance. In a large-scale survey of 198 companies in the U.S., structural equation modelling was used to test the proposed hypotheses. The results of this study suggest that lean practices can promote a firm’s operational performance directly, but they can conversely decrease a firm’s operational performance by increasing SCDOs. This study contributes to the literature of lean practices and supply chain risk management and provides practical implications by extending our understanding of the positive as well as negative sides of the lean approach in operation and supply chain practices.
    Keywords: Supply chain risk; lean practices; operational performance; firm performance.
    DOI: 10.1504/IJSOM.2020.10033998
  • Effect of positive psychological capital on service quality management in higher education   Order a copy of this article
    by Amal Mohamed, Mohga Abdel-Rahman Badran 
    Abstract: Purpose: The objective of this paper is to extend the boundaries of positive psychological capital to the area of service quality management in higher education. This research addresses the relationship of each of the positive psychological capital (PsyCap) resources of hope, self- efficacy, resilience and optimism and PsyCap as a higher order construct with service quality management. Design and methodology: This study proposed a model in which positive psychological capital (PsyCap) affects the perceptions of service quality in the higher educational sector. Structural equation modeling was used to test the hypothesized relationships on a sample of 1082 students in an Arab regional university- Egypt Branch. Findings: The findings support a positive relationship between: a) each of the resources of PsyCap, and with each of the dimensions of service quality management; and, b) PsyCap, as a higher-order multidimensional construct, with each dimension of service quality management and with service quality management.
    Keywords: Positive psychological capital; hope; efficacy; resilience; optimism; service quality management in education.
    DOI: 10.1504/IJSOM.2020.10033999
  • Optimization model for simultaneous delivery and pickup vehicle routing problem with time windows   Order a copy of this article
    by Mst. Anjuman Ara, Md. Tanvir Ahmed, Nilufa Yeasmin 
    Abstract: Simultaneous Delivery and Pickup vehicle Routing Problem with time windows constrained is studied to improve the performance of logistics management for transporting goods by determining optimum vehicle routes. In forward supply service, a quantity of product is delivered to each customer and another quantity is picked up from customers as a part of reversed logistics. The objective of this model is to determine the efficient vehicle route under cost optimisation including fixed cost, variable cost and penalty cost for being tardy. This study proposes a hybrid genetic algorithm which incorporates three different heuristics for generating initial solution including sweep algorithm, time oriented heuristics and swap heuristic. In order to evaluate the performance of the proposed hybrid genetic algorithm, a comparison study is made with existing genetic algorithm. The results show that the performance of HGA is superior to that of GA in terms of the total cost consumption of vehicle.
    Keywords: Supply chain management; Cost Optimization; VRPSDP; VRPSDPTW; Reverse logistics; Hybrid genetic algorithm; Genetic algorithm.
    DOI: 10.1504/IJSOM.2020.10034336
    by Mohammad Khalilzadeh, Razieh Sadeghee 
    Abstract: In manufacturing manual jobs, staff skill plays a key role in product quality. The rapid development of various sciences and technologies and its impact on different aspects of enterprises shows the need for training human resources. In this study, the effects of two factors of educational programs and quality of working life on the employees’ motivation for improving product quality in a factory manufacturing car accessories were compared. Data were collected through a researcher-made questionnaire, and were analysed by SPSS software. After evaluating the reliability and validity of the questionnaires, the effect of educational program and quality of working life on the three variables of rework, wastage, and customer satisfaction, as the criteria for product quality, were investigated by using SEM with Smart PLS software. The findings showed that the quality of working life was more effective than the educational and training programs based on the product quality indices.
    Keywords: quality of working life; QWL; educational program; employee motivation; product quality; structural equation modelling; SEM.
    DOI: 10.1504/IJSOM.2020.10035042
  • Predicting Customer Engagement Behaviour: The mediating role of hotel functional quality in the Vietnamese Hotel industry   Order a copy of this article
    by Gamal Khalifa, Nugyen Vuhieu Trung, Md Sazzad Hossain 
    Abstract: The study’s purpose is to examine the relationships between customer-to-employee interaction (CEI), customer involvement (CI), optimal distinctiveness (OD), functional quality (FQ) and customer engagement behaviour (CEB) in the Vietnamese hotel industry. The research was conducted a quantitative survey, which targeted hotel customers and had managed yield 389 valid responses. The research applied structural equation modelling-partial least square (SEM-PLS) to justify the validity of the model following Smart PLS-3. The findings of the study have shown that CEI, CI, and OD significantly impact FQ. CEI, CI, and OD also significantly impact CEB through FQ. Finally, FQ significantly impacts on CEB. This study acknowledges the value of customers, which affirms the regional need for skilled employee to achieve hotel goal. These research findings strongly argued for more engagement programs in the departments, since the persistent lack of the appropriate skills mix poses challenges and has serious implication for hotel managers.
    Keywords: customer involvement; functional quality; hospitality; customer engagement behaviour; CEB.
    DOI: 10.1504/IJSOM.2020.10035316
    by Jegan Jose, S. Prasanna Venkatesan, S. Kumanan 
    Abstract: Field service management (FSM) is to manage and mobilise technicians to customer locations for maintenance of assets. Increasing competition and decreasing margins force manufacturers of industrial equipment to augment with effective field service planning. Technician selection and allocation are essential cornerstones of field service planning. Efficient delivery of field services is a challenging task. Decisions are typically made under a dynamic and uncertain environment with assets installed at geographically dispersed locations. Researchers have explored the heuristics, algorithms and knowledge-based analysis for decision making in technician selection and allocation. Attention is sought to find methods for addressing the selection and allocation of technicians comprehensively. This paper presents a hybrid approach combining the analytic hierarchy process (AHP) integrated with mixed-integer nonlinear programming (MINLP) model to rank and allocate technicians to spatially distributed field services. The objective is to minimise the field service fulfilment cost. An example of a power generating company is presented.
    Keywords: field service management; FSM; technician ranking; allocation; analytic hierarchy process; AHP; mixed integer nonlinear program; MINLP.
    DOI: 10.1504/IJSOM.2020.10035392
    by Mohd. Azmi Khan, Salma Ahmed, Amgad S.D. Khaled 
    Abstract: Green supply chain management (GSCM) has emerged as a key business practice for organisations to make a balance between their operations and environmental performance. The aim of this study is to assess the impact of green supply chain management practices on environmental performance of organisation. Six green supply chain management practices were identified and propositions related to these GSCM practices were put forward. A research model was developed to examine the relationship between different GSCM practices and environmental performance outcomes. Data were collected from 171 respondents who are working as operations and supply chain professionals in manufacturing organisations. Exploratory factor analysis (EFA), confirmatory factor analysis (CFA) was used for analysing data and hypotheses were tested through structural equation modelling (AMOS). The results of the study postulate that internal environmental management practices, management support practices and investment recovery practices have positive impact on environmental performance of organisation.
    Keywords: green supply chain management; GSCM; environmental performance; empirical study; manufacturing sector; India.
    DOI: 10.1504/IJSOM.2020.10035427
  • Maintaining Sustainable Production and Service by Mitigating Impact Industry 4.0 Factors in Petroleum and Coal Sector in Pakistan   Order a copy of this article
    by Muhammad Usman Tariq  
    Abstract: The study focuses on analysing the Industry 4.0 factors that have an impact on the sustainable production and services of the petroleum and coal sector in Pakistan. The study aims to resolve the various latest technological issues faced by the industries, especially the petroleum and coal industry of Pakistan. The author used quantitative methods for gathering data by conducting a survey. Seven hundred twenty-two questionnaires were sent to the employees of the petroleum and coal industries. The method used in the study is partial least square-structural equation modelling (PLS-SEM). Findings of the research help to understand the vital role of the Industry 4.0 factors like cloud computing, big data, cyber-physical systems (CPS), the internet of things, and in enhancing the performance that leads to improved production and service delivery. It further promotes team management and shared value creation for managing changes in the 4th industrial revolution.
    Keywords: Industry 4.0; big data; IoT; sustainability; production; service; cloud computing; cyber-physical systems; CPS.
    DOI: 10.1504/IJSOM.2020.10035522
  • A Small Service Enterprise: System Dynamics Study   Order a copy of this article
    by Virupaxi Bagodi 
    Abstract: The complexity is growing continuously due to the exponential growth in technological innovations. The managers in a business setting find it hard to manage a problem as it does not come alone; it is connected to another set of subsystems. This could be the reason why the list of Fortune 500 companies keeps changing. The mortality rate of the small and medium enterprises in India is also on the rise. The dynamic complexity is hard to handle and requires a radically different approach. System dynamics has been widely used to capture dynamic complexity due to its ability to capture nonlinear relations, delays, interrelations, and interaction among all the elements in a system. A case study was conducted in a service organisation employing system dynamics methodology. It has been systematically demonstrated through policy experimentation how managers fall prey to quick fixes in the real world setting.
    Keywords: service organisation; india; system dynamics; quick-fixes.
    DOI: 10.1504/IJSOM.2020.10035861
  • The Impact of Service Open Innovation on Perceived Service Quality of Customer in Sari Municipality   Order a copy of this article
    by Aliraza Safarpour Soukhteh Kollaee, Rahman Ghaffari, Mohammad Mehdi Ahmadian Divceti 
    Abstract: The purpose of the present study was to evaluate the impact of open service innovation on perceived service quality from the viewpoint of client in Sari municipality. The present study is applied in terms of purpose, and in terms of research methodology, it is descriptive-survey and cross-sectional. The statistical population of Includes employees (570 people) and (unlimited) clients of Sari Municipality. Also, there have been an unlimited number of clients. The number of samples in both groups was 384 by relative class sampling method. Data were collected by a questionnaire and analysed by SPSS and AMOS software and confirmatory factor analysis. The results showed that open service innovation and employee components, organisational culture, recruitment and investment capacity in R&D, There was a significant and positive effect on quality of perception services, but intellectual property, technology infrastructure and communication and participation capabilities had no significant effect on quality of perception services.
    Keywords: open service innovation; perceived service quality; Sari municipality.
    DOI: 10.1504/IJSOM.2020.10035890
  • Role of Artificial Intelligence in the Enabling Sustainable Supply Chain Management during COVID-19   Order a copy of this article
    by Muhammad Usman Tariq 
    Abstract: The purpose of the paper is to investigate the functions of artificial intelligence in supply chain management. In recent years, artificial intelligence framework has accomplished human-like performances in various previously considered computationally impossible tasks. Better access to large amounts of information, improved algorithms, and advanced hardware systems have led to artificial technology development. Artificial technology has supported business organisations to enhance their data collection abilities with the rapid advancement of different tools. If a product depends on supplies from multiple suppliers, disruptions can have subsequent effects. Organisations must redesign supply chains, improve flexibility, and re-evaluate the relationship with suppliers to reduce systematic risks. The methodology used in this study is a critical review of previous literature related to this topic. We searched the articles in the English language by following general research procedures. We manually searched different relevant articles from EBSCO, ProQuest, Emerald Insight, Science direct, Taylor & Francis, Wiley, JSTOR, and IEEE. The findings present the significant functions of artificial intelligence on sustainable supply chain management in the COVID-19 scenario. Future research perspective is also discussed.
    Keywords: supply chain management; COVID-19; organisations; pandemic; sustainability; risks.
    DOI: 10.1504/IJSOM.2020.10036037
  • E.Government Use and Rebuilding Trust: Satisfaction with E.Services as a Mediator   Order a copy of this article
    by Sahem Nawafleh, Alaa Al-Salaiti 
    Abstract: This study intended to investigate the impact of using e-government on rebuilding the trust of citizen in the government through suggesting satisfaction with e-services as an intermediary variable. A descriptive-quantitative-exploratory approach was adopted by designing a self-administrated questionnaire for data collection purposes. Through convenience sampling, data was collected, and the sample comprised 397 individuals, who are citizens and users for e-government in Jordan context. Smart-partial-least-squares was adopted for analysis purposes. Results reported a significant direct impact for e-government using on rebuilding citizen trust (R2 = 26.1%), and a significant impact for e-government using on promoting satisfaction with e-services (R2 = 57.3%), and a significant impact for satisfaction with e-services on promoting citizens’ trust (R2 = 41.3%). The analysis also reported a significant indirect effect (0.452) supporting the suggested role for satisfaction with e-services as a full mediator. Following the gathered results, directions and recommendations for future studies were provided.
    Keywords: e-government; trust in government; e-services satisfaction; citizens; e-services; Jordan.
    DOI: 10.1504/IJSOM.2020.10036038
    by Fagner José Coutinho De Melo, Djalma Silva Guimarães Junior, André Albuquerque, Eryka Fernanda Miranda Sobral 
    Abstract: This paper aimed to understand how consumers perceive the innovation contained in services, as well as to identify whether this perceived innovation affects customer loyalty through the services provided. A questionnaire adapted from Zolfagharian and Paswan (2008) was developed and 1,218 questionnaires were applied to four different segments of the service sector. After data collection, confirmatory factor analysis and structural equation modelling were used to test eight hypotheses developed to assess the perception of service innovation. Among the main findings, the significant relationship between the factor
    Keywords: perceived innovation; customer loyalty; client’s satisfaction; service; modelling structural equations.
    DOI: 10.1504/IJSOM.2020.10036444
    by Arsalan Najami, Kanagi Kanapathy, Waqar Ahmed, Azmin Azliza Aziz, Yamna Arshad 
    Abstract: In this study, the role of in-store logistic operations is examined on customer satisfaction and loyalty in Pakistan. Disconfirmation expectation theory is adopted because customer satisfaction is the result of their expectation and shopping experience. Data from 201 respondents is collected via interception method and PLS-SEM was applied for the analysis. Results show that customer perceived in-store logistics has direct and positive impact on satisfaction and loyalty. Therefore, by improving in-store logistic activities, customer satisfaction can be enhanced. Results also show that customer perceived in-store logistic performance has no impact on store image, so store image does not have mediating effect in this study. Moreover, the role of customer satisfaction as mediator was found which highlights the importance of satisfaction in the process of providing efficient in-store operations for making more customers loyal. Based on findings, a thorough discussion is reported whereas the managerial implications are also discussed.
    Keywords: in-store logistics; store image; customer satisfaction; PLS-SEM; loyalty; Pakistan.
    DOI: 10.1504/IJSOM.2020.10036449
  • The Work-Life Balance and Job Satisfaction   Order a copy of this article
    by Álvaro Dias, Carolina Feixeira, Leandro Pereira, Renato Lopes Da Costa, Rui Gonçalves 
    Abstract: The promotion of an internal environment marked by a positive and stable context contributes to the employees sense of belonging to the organisation. As such, it is increasingly important to enhance commitment and professional satisfaction, and at the same time, allowing their employees to achieve a balance between their professional and personal life. Using a quantitative study based on a survey sample of 262 workers, our findings reveal that the organisational environment positively affects job satisfaction. Furthermore, results indicate a strong and relation between organisational engagement and employee satisfaction. However, no significant relationships were found between organisational commitment and between professional and personal life balance. It was also found that organisational commitment mediates the relation between the organisational environment and job satisfaction, but not the relation between organisational commitment and the balance between professional and personal.
    Keywords: organisational commitment; organisational environment; work-life balance; job satisfaction. .
    DOI: 10.1504/IJSOM.2020.10036724
  • Planned organisational change and organisational commitment-to-change: The moderating role of leader-member exchange (LMX)   Order a copy of this article
    by Kah Chun Cheong, May Chiun Lo, Abang Azlan Mohamad, Thurasamy Ramayah 
    Abstract: This study aims to explore the relationship between planned organisational change and organisational commitment-to-change and how would leader-member exchange moderates the relationship in regards to change readiness, valences and perception of change. Organisational change is a complex process and the behavioural responses of employees towards the change are rather complicated. Despite the complexity, not much research has been conducted to show how these variables are related to each other. One hundred eighty-four respondents from the financial industry of Malaysia had participated in this study. Based on the nature and characteristics of this research the SmartPLS method was used. Surprisingly, the results of planned organisational change and organisational commitment-to-change show different implications as compared to past research but leader-member exchange remains as the determinant in moderating the relationship between the two variables. In conclusion, the findings of this research create a new path for the study of an approach, unlike others.
    Keywords: organisational commitment-to-change; planned organisational change; leader-member exchange; LMX; change readiness; valences; perception of change; Malaysia.
    DOI: 10.1504/IJSOM.2021.10036755
  • Exploring the direct and mediating effect of transformational leadership on employee commitment   Order a copy of this article
    by Álvaro Dias, Veronica Silva, Leandro Pereira, Renato Lopes Da Costa, Rui Alexandre H. Gonçalves 
    Abstract: The present study aims to correlate the concepts of organisational environment and employee commitment, having the concept of transformational leadership, and its role in organisations and subordinates, as an interlinked chain. In the context of the organisational environment, it’s important that companies are aware that it is through transformational leadership, and greater attention to the needs of their employees, that they will be able to last through time, resisting constant changes, inside and outside the company organisational environment, and keep employees in the organisation. A good leader is essential in an organisation because it maintains the harmony between the human needs and the organisation objectives, perpetuating the culture of the organisation and thus promoting the growth and success of both the company and its constituents. Human development must be seen by organisations as an organisational strategy and people management is part of this process. The results have showed that organisational environment has a significant and positive effect on transformational leadership and that transformational leadership has a significant and positive effect on organisational commitment.
    Keywords: organisational environment; transformational leadership; organisational commitment.
    DOI: 10.1504/IJSOM.2020.10036876
  • Challenges of Applying the Contract Integrated Project Delivery (IPD) Method in Construction Industry Projects based on the knowledge-intensive service   Order a copy of this article
    by Mohammadjavad Nasiri Jahroudi, Mehdi Nani, Ebrahim Safa, Ehsan Sadeh 
    Abstract: In the present paper, an attempt has been made to identify the principles of the integrated project delivery (IPD) contract method, to assess the current status of infrastructure projects in developing countries to implement these principles. For this purpose, using a mixed method (qualitative and quantitative) and using interview tools and questionnaires, the opinions of experts in road construction projects in Iran were collected. The results of evaluating the current situation of these projects showed that in recent years, the application of participatory approaches, which is the beginning of IPD-based projects, is moving from the path of philosophy to the method of implementation. But there is still a long way to go to reach the end of the road, which is to complete projects with the IPD system. Also, based on the opinions of experts in examining the requirements and prerequisites for achieving the principles of IPD, various challenges were identified. Then, using integrated fuzzy multi-criteria decision-making methods (FAHP and FTOPSIS), these challenges were prioritised and corrective solutions for more important challenges were proposed.
    Keywords: contract; knowledge-intensive; construction management; fuzzy system.
    DOI: 10.1504/IJSOM.2021.10036877
  • The drivers of success in new-service development; Rough set theory approach   Order a copy of this article
    by Mahmoud Dehghan Nayeri, Moein Khazaei, Danial Abdolah Beiki 
    Abstract: This paper aims to identify the most affecting factors in the service industry’s new service development (NSD). Accordingly, it deploys an exploratory research method employing a rough set theory. To this aim, it assesses the NSD maturity level of 30 service firms in response to the extent of the literature-based NSD affecting factors. The NSD maturity was estimated according to Jin et al. (2014), including four areas of customer involvement, strategic, knowledge management, and required process documentation. Accordingly, the rough set approach employed to scrutinise the relationship between the affecting factors and the studied firms’ NSD maturity. Findings prove that innovation is the core of the NSD process since it was the most frequent within all RS reductions. Moreover, the organisation’s strategic orientation and maturity, and market orientation are the most significant determinants of firms’ future NSD potential.
    Keywords: new service development; NSD; maturity; rough set theory; service industry.
    DOI: 10.1504/IJSOM.2020.10036882
  • Effect of uncertainty in demand and production for manufacturing industries during COVID-19   Order a copy of this article
    by Renu Sharma, Anubhav Pratap Singh, Ritu Arora, Anand Chauhan 
    Abstract: The demand for personal hygiene products has increased during COVID-19 pandemic outbreaks. It has resulted in the increasing production of hygiene products. During the corona virus epidemic, globalised and uncertain demand for personal hygiene products creates complicated situations for the manufacturing firms. This article explores the fuzzy model of economic production for hygiene products with uncertainty in demand and production. Due to the rising demand for hygiene products, the demand rate has set as a linear time function, while the production rate has been taken directly proportional to the rate of demand. Therefore, due to ambiguity or vagueness in demand, this proposed model has considered the triangular fuzzy number with an upper and lower split. The weighted sum method has turned the multi-objective problem into a single objective. The optimisation technique has used to minimise the producer’s overall cost under the condition mentioned earlier, and the model is validated numerically.
    Keywords: fuzzy economic production quantity; ?-cut; weighted sum method; fuzzy demand rate; fuzzy production rate.
    DOI: 10.1504/IJSOM.2020.10036954
  • Relationship between Downsizing and Organizational Performance: Serial Mediation Effect of Employee morale and Tolerance to ambiguity   Order a copy of this article
    by Sumathi GN, Stephan Thangaiah I. S 
    Abstract: The purpose of the study is to examine the impact of downsizing on organisational performance. The study adopts serial mediation analysis through employee morale and tolerance to the ambiguity between downsizing and organisational performance. It uses organisational support theory to establish the relationship among study variables. The data are collected from employees in the manufacturing unit using a questionnaire and analysed using structural equation modelling. The analysis found that downsizing positively impacted organisational performance and provided evidence that downsizing action, when viewed as affirmative action by employees, brings positive outcomes. The results emphasised the importance of employee morale and the need to create a culture of tolerance to ambiguity for achieving sustainable organisational performance. The study results added to the downsizing literature by establishing both its direct effect and indirect effect on organisational performance.
    Keywords: downsizing; employee morale; organisational performance; tolerance to ambiguity; manufacturing sector; employee attitude; serial mediation; survivors; structural equation modelling; positive action.
    DOI: 10.1504/IJSOM.2020.10036956
  • A Strategic Assessment and Evaluation of the Major Factors Behind the High Failure Rate of Many Restaurants in the City of Beirut-Lebanon   Order a copy of this article
    by Laurent Yacoub, Atef Harb 
    Abstract: Only 65% of restaurants survive beyond their fifth year, despite being a lucrative industry. Restaurant failure is prevalent in contemporary global business environments, including Lebanon. This study sought to explore external, internal, and personal factors that contributed to high closure rate of restaurants in Beirut despite its dining potential. A qualitative study using semi-structured interviews solicited owners’ perception of restaurant failure. Using snowball sampling, we interviewed 28 restaurateurs who ceased operation before their fifth year of operation. Findings found internal more than external factors accounted for restaurant failure, with personal factors playing a significant role. The research recommends restaurateurs focus on prudent financial management by investing more on professional development, human resource management and marketing, and technological aids, and less on aesthetic or high-end items at start-up that reduce return on investments. Moreover, owners should develop and implement pragmatic and consistent business strategies to improve brand positioning and operational coherence.
    Keywords: strategic management; restaurant failure rates; Beirut restaurants; internal; external and personal factors; operations management; financial management; entrepreneurship; business life cycle.
    DOI: 10.1504/IJSOM.2020.10036958
  • Smart Supply Chain Management Issues and Challenges   Order a copy of this article
    by I.S. Stephan Thangaiah, Arumugam Vasumathi, Rajesh Mamilla, Anil Chandrasekaran 
    Abstract: Customer expectations require, quality, and timely delivery are major drivers of various changes in logistics and smart supply chain management (LSSCM). The main objective is to study the existing transport management system integrated with SAP ERP and its data availability, reliability in Retail Company. It includes a lot of exploratory analysis, their day to day trip reports are analysed through the reports generated and identify the missing links or the loopholes in the system, after which an overview of solutions are being provided to improve on the existing system. By considering the importance of Logistics 4.0 strategies, the researchers studied the current transport management system adopted by Retail Company in India. This study identified the issues in the existing system and suggested appropriate solutions for the improvements of the existing LSSCM system. The researcher found that the retail company was facing operational issue as the non-availability of vehicles.
    Keywords: customer; information; speed; satisfaction; logistics; supply chain management; SCM.
    DOI: 10.1504/IJSOM.2020.10037078
  • Optimization of a fuzzy inventory model with seasonal demand rate in two different markets   Order a copy of this article
    by Neelanjana Rajput, R.K. Pandey, Anand Chauhan 
    Abstract: The seasonal dependent demand is a major factor for the fluctuations in the demand for seasonal products. To fulfill this demand, the retailer produced a large size of items, but due to the short time of the season, there are some items remains in the stock. Due to the nature of the deterioration of the product, the retailer wants to sell all the products in stock. So the alternative marketing is the best way to get more profit with low inventory costs. The presented article is all about the fuzzy seasonal demand which depends on both price and time and retailers sell the products in both the potential markets say first and second. A second market is required to sell in good profit before all items go bad due to deterioration condition, but due to the different demand in both markets, the fluctuations comes in the demand. To deal with the vagueness of the demand parameter, we use a triangular fuzzy number and defuzzify with the signed-distance method to optimise the total profit function with a numerical example show the application of the model.
    Keywords: deterioration; Weibull distribution function; partial backorder; seasonal pattern demand; optional market; triangular fuzzy number; signed distance method.
    DOI: 10.1504/IJSOM.2020.10037225
  • Strategic planning for environmental sustainability in supply chains: an ISM and MICMAC approach   Order a copy of this article
    by Saheim Khalaf Al-Josaiman, Faisal Talib, Mohd. Nishat Faisal 
    Abstract: The research reported in this paper relates to the environmental dimension of sustainability in SCs in large manufacturing organisations in Qatar. Interpretive structural modelling (ISM) and cross-impact matrix multiplication applied to the classification (MICMAC) approach was applied to develop a hierarchy-based model for the 14 enablers of environmental sustainability derived through extensive literature review. Findings suggest that there is a set of variables like top management support and supportive legislation that can be considered as strategic in nature and drivers of environmental sustainability in SCs. While another set of variables like company image and reduced costs are resultant actions, which have high dependence implying that any improvement in these variables requires action on lower level variables. It is recommended that top management should focus on variables with high driving power and low dependence.
    Keywords: supply chain management; environmental sustainability; interpretive structural modelling; ISM.
    DOI: 10.1504/IJSOM.2020.10037394
  • Investigating the Readiness to Use enterprise social media in Employee Recruitment (A Case Study of Automotive Industries)   Order a copy of this article
    by Hedieh Shakeri, Mohammad Khalilzadeh, Ashkan Hafezalkotob, Seyed Ahmad Yazdian 
    Abstract: Organisations spend a lot of time and money to successfully implement the recruitment process. During the time when financial crisis occurs and unemployment rate goes up, employers and job seekers look for better ways than traditional ways of attracting and recruiting employees. In the present study, a research was conducted in the field of human resources (HR) of some automotive companies by applying unified theory of acceptance and use of technology (UTAUT). The results were analysed through structural equations and Smart PLS. The results of the study indicated that performance expectancy, effort expectancy, and social impact and influence have positive effect on Behavioural Intention. Also, facilitating conditions have positive effect on usage behaviour.
    Keywords: employment; recruitment; social media; unified theory of acceptance and use of technology; UTAUT; structural equations.
    DOI: 10.1504/IJSOM.2020.10037452
  • Robustness in Production Systems   Order a copy of this article
    by Christian Stockmann, Herwig Winkler 
    Abstract: In production systems, the concept of robustness is widespread due to various applications, purposes, and interpretations. However, little is known about the conceptual characteristics of robustness in production settings and even less about its distinctions from other related terms such as flexibility or agility. That is why this paper systematically reviews production literature to identify the contexts in which robustness is mostly applied and to analyse existing concepts. It is found that despite a vast literature body addressing robustness in varying forms, few studies cover it on a conceptual basis. Within this small sample, a rather general agreement on the meaning of robustness in production systems is found. However, details, interpretations, mentioned interlinkages to related terms differ across the identified literature. Based on the findings of the review and with the help of established literature on adjacent concepts, a comprehensive understanding of robustness in production systems is developed.
    Keywords: robustness; production management; production systems; stability; operations management; flexibility; resilience; resistance; changeability; agility.
    DOI: 10.1504/IJSOM.2021.10037601
  • Managing a Green Supply Chain: Role of Communication, Collaboration, Learning and Trust   Order a copy of this article
    by Sundus Chishti, Salma Ahmed 
    Abstract: The study reveals that how the interplay of human dimensions communication, collaboration, learning and trust helps in managing a green supply chain. The study is based on primary data as well as secondary data. Primary data was collected by interviewing supply chain experts in academia and industry. Secondary data has been collected from various case studies and surveys. The study revealed the importance of communication, collaboration, learning, and trust in managing a green supply chain. Communication coupled with collaboration imparts learning, skill development among supply chain members. Frequent communication among supply chain members and collaborative initiatives fosters the inter-organisational relationships which impart trust in the relationships. When the various firms trust each other, they work together towards a common goal that creates positive outcomes. Supply chain managers need to develop a long-term relationship with other stakeholders to manage a green supply chain.
    Keywords: green supply chain management; GSCM; communication; collaboration; learning; trust; sustainability.
    DOI: 10.1504/IJSOM.2020.10037604
  • Railway Construction Project Risk Assessment Techniques: Systematic Literature Review   Order a copy of this article
    by Tesfaye Gashaw, Kassu Jilcha 
    Abstract: The purpose of this study is to conduct a systematic literature review of risk analysis techniques for railway construction projects. This review includes related papers on construction project risk analysis methods published between January 2000 and March 2020. For this review, the existing project risk analysis methods are classified as probabilistic, fuzzy logic, multi-criteria decision-making (MCDM) and system dynamics approaches. The results of the review showed that fuzzy analytic hierarchy process (FAHP) and fuzzy analytic network process (FANP) are dominant hybrid MCDM approaches for construction project risk assessment. Nonetheless, these approaches have their own limitations to handle dynamic and feedback effects of project risks as well as update new information when available. Hence, for railway construction project risk assessment, hybrid approaches that can deal with uncertainty, causal relationship, feedback, correlated and conflicting criteria are recommended for future research.
    Keywords: railway construction project; risk analysis; risk assessment techniques; system dynamics; systematic literature review; fuzzy analytic hierarchy process; FAHP.
    DOI: 10.1504/IJSOM.2020.10037643
  • Application of lean techniques and simulation to improve efficiency of oncology department   Order a copy of this article
    by Sergio Fichera, Antonio Costa, Roberto Corsini, Vincenzo Parrinello 
    Abstract: In this paper a novel perspective of lean application on the specific case of the oncology units was studied. The oncology department of a hospital located in the Southern Italy was investigated to find lean improvement solutions. In according with the well-known Lean philosophy, we have followed the DMAIC cycle (define measure analyse improve control). A discrete event simulator properly integrated with the value stream map tool, (hereinafter denoted as DVSM) was devised to improve the service level of the oncology department, under the objective of increasing the patients satisfaction. To this end, a design of experiments (DOE) involving several management factors has been developed and 72 future dynamic value stream maps (FDVSMs) have been evaluated accordingly. The ANOVA analysis allowed to statistically infer about the impact of all factors on the system and to identify the best FDVSM.
    Keywords: value stream map; VSM; discrete event simulation; DES; oncology; design of experiments; DOE.
    DOI: 10.1504/IJSOM.2021.10037906
  • Evaluation of key enablers of Green supply chain management in Indian manufacturing industries: A Fuzzy approach   Order a copy of this article
    by Kaibalya Nayak, Deepak Singhal, Sushnata Tripathy, Biswajit Mohapatra 
    Abstract: Manufacturing industries are an indispensable source for a nation’s financial development; however, those industries are also a major source of increasing environmental issues. The situation is no different in India. Recently, green supply chain management (GSCM) is emerging as a key strategy that can reduce the negative impact on the environment. Indian manufacturing industries lag in implementing GSCM. This research highlights the different key factors which affect the execution of GSCM in the Indian manufacturing sector. Further, the fuzzy DEMATEL framework is established to prioritise the key factors and to establish a cause and effect relationship among the factors. The results of this study uncover that
    Keywords: green supply chain management; GSCM; key factors; fuzzy DEMATEL; India; manufacturing.
    DOI: 10.1504/IJSOM.2020.10037921
  • Critical Business Design Factors in the Internet of Things Service Supply Chain: A Review and Typology   Order a copy of this article
    by Luke T. Treves, Mikko Pynnonen, Mika Immonen 
    Abstract: The internet of things (IoT) is a relatively new concept that combines ubiquitous and pervasive computing, sensing and communication technologies, and embedded devices to form a system where the real and digital worlds meet and are continuously in interdependent communication. In this context, IoT acts as an intelligent service supply chain linking objects, information, and people through computer, smart object and sensor networks. This service supply chain creates numerous business design challenges. This article addresses these challenges by providing a cohesive typology matrix to explain the IoT service supply chain. The matrix has been developed through a systematic literature review of 78 academic papers, identifies the key contributors and influences at each stage of the service supply chain and their inter-relationships, to facilitate the rectification of business design and integration challenges that may emerge at the different stages of the sequence.
    Keywords: internet of things; IoT; IoT ecosystem; service supply chain; IoT reference model; IoT architecture; business ecosystem; business design; IoT typology; literature review; IoT matrix.
    DOI: 10.1504/IJSOM.2021.10038286
  • Supply Chain Considerations in Digital Strategies, E-Procurement, and CRM   Order a copy of this article
    by Alan D. Smith  
    Abstract: While supply chain disruptions are a drastic example of changes businesses must react to, being flexible and reactive will prove beneficial for companies. While being able to react to such disruptions is important, it is even more vital for supply chains to be proactive in a Covid-19 reality. Companies need to be adapting to changes in how customer relationships are maintained within digital supply chain (DSC) platforms. With more and more people working remotely, companies must still ensure their customer relationships are being maintained. This is one example of a supply chain challenge that this paper looks to unfold. By highlight the importance of digital platforms in e-procurement, increased technology and transparency are vital to successful companies, either B2C, B2B. Companies who are willing to learn and adapt become more competitive. The paper briefly dives into SAP Ariba and Jaggaer, and their role in aiding e-procurement and CRM.
    Keywords: blockchain; customer relation management; CRM; digital supply chains; DSC; SCM information system; SCMIS; search-engine optimisation; SEO.
    DOI: 10.1504/IJSOM.2021.10038287
  • Revisiting the global expansion strategy of fast-food brand: Modelling of satisfaction antecedents in marketing management   Order a copy of this article
    by Hiroko Oe, Max Weeks 
    Abstract: This study explores consumers’ perceptions of the fast-food business strategies of McDonald’s in a foreign market. Under the setting of Japan as a foreign market, a qualitative method is applied in the study, with 24 interviews with Japanese people based on the following key themes: local menu variations, local management and other employment opportunities, environmental friendliness, and corporate citizenship. It is found that Japanese consumers evaluate most the global brand value as an US icon in the Japanese market, rather than appreciating the effort in adapting to the local market. While it has typically been discussed that localisation is one of the key elements for business success, the outcome of this study suggests that research focusing on the antecedents realising customer satisfaction and loyal behaviour needs to have more attention, and that reconceptualising knowledge is important, especially since contradictory evidence appears as the global market expands.
    Keywords: fast food; McDonald’s; Japan; localisation; western brand; accessibility; environmental friendliness; re-conceptualisation; corporate citizenship.
    DOI: 10.1504/IJSOM.2021.10038295
  • Lean Operations and Competitive Advantage in the Pharmaceutical Industry   Order a copy of this article
    by Abdel-Aziz Sharabati 
    Abstract: The purpose of this research is to investigate the effect of lean operations on Jordanian pharmaceutical manufacturing (JPM) organisations’ competitive advantage. Data collected by a questionnaire from 116 managers working at 10 out of 14 JPM organisations. After confirming the validity and reliability of the questionnaire, the researcher conducted a correlation test between variables to check relationships, then multiple regressions to test the hypothesis. Results show that JPM organisations implement selective lean tools and competitive advantage dimensions. The research found that there is a strong relationship between lean tools, and between competitive advantage dimensions, as well as, between lean tools and competitive advantage. Regressions show that lean tools significantly affect cost, speed, and reliability, but do not significantly affect quality and innovation. Moreover, lead-time, setup time, inspection time, and delivery time significantly affect competitive advantage, while inventory does not significantly affect competitive advantage. The research recommends that carrying out similar studies to investigate the effect of lean tools on other industries in Jordan, and on the pharmaceutical industry in other counties to test results generalisability.
    Keywords: lean operations; lead-time; setup time; inspection time; devilry time; inventory; competitive advantage; pharmaceutical industry.
    DOI: 10.1504/IJSOM.2021.10038296
  • Organizational forgetting in organizations; Identify causes and contexts using Thematic Analysis method   Order a copy of this article
    by Akbar Hassanpoor, Saeed Jafarinia, Yousef Vakili, Seyyed Javad Marashi 
    Abstract: Organisational forgetting is the main issue in organisations that have been considered by researchers in recent years. This study was conducted to examine the causes and themes of organisational forgetting in organisations based on the thematic analysis. This paper’s case study comprised 40 Iranian and foreign studies on organisational forgetting over the past ten years. The results indicated that the main causes and themes creating organisational forgetting depend on two individual and organisational factors. In the case of individual factors, some components such as a sense of incapability and meaningless and organisational factors include organisational culture, inappropriate human resource management, lack of a strategic plan in the organisation, non-productive interactions in or out of the organisation, and lack of suitable maintenance and retrieval systems lead to such problem. According to the obtained results, it was recommended that researchers focus on designing an organisational culture model to cope with organisational forgetting by considering the mediating role of succession.
    Keywords: organisational forgetting; organisation; thematic analysis.
    DOI: 10.1504/IJSOM.2021.10038302
  • Integrated Grey Entropy and COPRAS methods for Machine Selection Decision Problem   Order a copy of this article
    by Elif Çirkin, Askin Özdagoglu, Imran Patel, Mukund Nilakantan Janardhanan 
    Abstract: Decision-making processes play a significant role in the success or failure of any organisation. In today’s globally competitive environment, organisations embark upon decision-making procedures and techniques facilitating them to survive and compete in such a harsh environment. Moreover, prompt, proper, and dynamic decisions enable effective and efficient management of firms’ operations. Machine selection decision problem has been proven as a critical factor for both manufacturing and maintenance processes. A variety of decision-making methods and techniques have been introduced and developed in the last few years in order to cope with various decision issues. Within the scope of this study, an integrated grey entropy
    Keywords: multi-criteria decision-making; MCDM; milling; manufacturing; grey entropy; machine selection.
    DOI: 10.1504/IJSOM.2021.10038357
  • The Influence of DevOps Practices in ITSM Processes   Order a copy of this article
    by João Faustino, Ruben Pereira, Miguel Mira Da Silva 
    Abstract: In an information technology (IT) perspective, the world is evolving at a great speed. The IT services have expanded, most organisations started to implement processes that enable the lifecycle of these IT services. The discipline that covers all these processes is called IT service management (ITSM). Nevertheless, ITSM nowadays is seen as a bureaucratic discipline, where the process of creation and support of the IT services are two separate teams. There is an emerging agile culture called DevOps that aims to bridge these two teams: development and operations. The focus of this bridge into one team, is to deliver quality software and secure its operation. This research systematic analyses the literature and shed light on how DevOps practices can assist ITSM processes. This research concludes that automated deployment as the most useful practice and incident and problem management is the most beneficial processes. Future directions are pointed.
    Keywords: DevOps practices; agile; ITSM processes; influence.
    DOI: 10.1504/IJSOM.2021.10038492
  • Linking Supply Chain Disruptions and Manufacturing Firms’ Operational Performance in a Developing Country Context   Order a copy of this article
    by ADENIKE MORADEYO, Adegoke Oke, Obinna Muogboh 
    Abstract: This study empirically investigates the link between supply chain disruptions and operational performance in manufacturing firms in a developing country context. Based on a survey sample of 150 manufacturing firms in Nigeria, hypotheses relating to the linkages between disruptions and firms’ performance were developed and tested. Multiple regression analysis was carried out using the data obtained from the survey. Four major categories of supply chain disruptions were identified and analysed: supply-related disruptions, demand-related disruptions, power-related disruptions and transportation-related disruptions. New categories of supply chain disruptions were identified in this context and are novel to risk categorisation in the main stream supply chain risk management literature. The study reveals further interesting and counter-intuitive findings in terms of the links between supply chain disruptions and manufacturing firms’ operational performance that may be unique to a developing country context. The theoretical and practical implications of the study were also discussed in this paper.
    Keywords: supply chain disruption; risk; operational performance; developing country; manufacturing; Nigeria; demand; power; transportation.
    DOI: 10.1504/IJSOM.2021.10038497
  • Digital bank accounts and digital credit cards: extending UTAUT2 to FinTech’s services in Brazil   Order a copy of this article
    by Erico Cardozo, Juliana Christino, Ana Carolina Paiva De Carvalho 
    Abstract: The purpose of the work is to propose and test a model that could assess likely antecedents, moderators, and consequents of the adoption and use of digital bank accounts and digital credit cards, services offered by fully digital financial technologies (FinTechs). The theoretical model UTAUT2 extended was utilised with the constructs security concerns, relative advantage and personal innovativeness (as antecedents), collectivism individualism, prevention of uncertainties, short/long term orientation (as moderators) and word of mouth (as a consequent). The research model was tested based on 413 valid responses from users to a survey analysed via structural equations modelling. The antecedents explained 83.7% of use intention of the FinTechs financial services analysed. Meets a research gap concerning a relatively novel business model in a financial segment that is still short of empirical research and is utterly novel as far as the theoretical proposal presented is concerned.
    Keywords: acceptance of the technology; behavioural intention; FinTech; digital bank account; digital credit cards; UTAUT; UTAUT2; Brazil.
    DOI: 10.1504/IJSOM.2021.10038502
  • A Fuzzy inventory model for Gompertz deteriorating items with cubic demand and shortages under the fully backlogged condition   Order a copy of this article
    by K. Senbagam, M. Kokilamani 
    Abstract: This paper develops and resolves a fuzzy inventory model for the degradation of items with shortages in a completely back-ordered condition. The demand rate is assumed to be the cubic function of time. The rate of deterioration is considered to be the time distribution function of Gompertz. Fuzziness is carried out by allowing costs, costs of shortages, costs of deterioration, and parameters ?, ? to be maintained in the cost components. In a fuzzy world, all associated inventories are assumed to be hendecagonal fuzzy numbers. The objective of this paper is to optimise the overall profit from inventory optimisation by means of a graded mean integration representation and a signed distance method. The applicability of the proposed model is shown by a numerical example. The most important parameters of the device are often determined by a sensitivity analysis.
    Keywords: inventory system; Gompertz distribution; cubic function; hendecagonal fuzzy number; graded mean integration representation method; signed distance method.
    DOI: 10.1504/IJSOM.2021.10038526
  • Realizing Leadership in Indian Market by Deming Awarded Original Equipment Manufacturing Industry through TQM   Order a copy of this article
    by Pardeeep Gupta, ANKESH MITTAL 
    Abstract: The attempt of this paper is to investigate how different approach used for implementing total quality management (TQM) in a tyres manufacturing industry facilitated for realising leadership in the Indian market. The other aims of the study are to investigate the key issues faced by the industry before initiating TQM and examine the benefits gained after TQM. The industry was facing some critical business issues since 1996 such as low productivity, financial crisis and low market share. To defeat these issues, the industry leadership adopted TQM for improving its business performance in 2008. The TQM implementation remained successful and as a result, it gained top market position, the customer satisfaction score improved to 81 from 75, market share enhanced by 19.1% and employees participation increased by 73.5% in a period from 2009 to 2016. Finally, the industry received the Deming Prize in 2017 because of significant improvement in organisational performance.
    Keywords: total quality management; TQM; Deming Award; operational excellence; continuous improvement; business model.
    DOI: 10.1504/IJSOM.2021.10038551
  • Model for spotting and eliminating non-value adding activities: A theoretical foundation for applying lean strategies in conventional manufacturing engineering organizations   Order a copy of this article
    by D. Ramesh Kumar, Devadasan S.R, D. Elangovan 
    Abstract: During the past three decades, manufacturing organisations have been implementing lean manufacturing paradigm to acquire competitive strength. Yet, researchers have been reporting the failure of the efforts made to implement lean manufacturing paradigm in conventional manufacturing engineering companies. Hence, a need has arisen to spot Non-Value Adding Activities (NVAAs) and eliminate them in conventional manufacturing engineering companies. In this background, the research reported in this paper was carried out in which a model named as Spotting and Eliminating Nvaas In Manufacturing engineering organisations (SENIM) was designed. The details of designing SENIM model and the steps to be followed to implement the same are presented in this article. The article is concluded by claiming that the implementation of SENIM model will enable the conventional manufacturing engineering companies to successfully implement lean manufacturing paradigm and acquire competitive strength.
    Keywords: lean manufacturing; non-value adding activities; NVAAs; waste elimination; just in time; JIT; Toyota Production Systems; TPS.
    DOI: 10.1504/IJSOM.2021.10038555
    by Abdul Nazer Shah, Naveed Saif, Muhammad Tahir Khan, Irfan Ullah Khan 
    Abstract: The current research study tries to find the impact of various demographic variables affects top management capabilities to define their role as leaders in the higher education sector of Khyber Pakhtunkhwa Pakistan. As the number of HEIs is increased, the role of their leaders also pivotal to get success for their organisations. For this purpose, data were collected from selected public and private sector universities situated in Peshawar to get detail about the leaders transactional and transformational capabilities and to align it with selected demographics. Based on findings, only two attributes contingent reward (CRD) attribute of transactional leadership and intrinsic motivation (INSTM) from transformational leadership depict a significant relationship between gender and leadership attributes. CRD is the primary attribute of leaders that differentiate both styles of leaders in university setup. Based on ANOVA results, it is evident that the education level of leaders does not make any sense to alter leaders capabilities. Similarly, the experience level of leaders alters their capabilities to infuse motivation among employees as well as to get the assigned job properly. While age shows a moderate relationship with both leadership (transformational and transactional) attributes.
    Keywords: transformational; transactional; ANOVA; higher education; demographics.
    DOI: 10.1504/IJSOM.2020.10038800
    by Sookoo Rakesh, Joseph Iwaro, Abrahams Mwasha 
    Abstract: One of the most significant aspects of quality in a project is the workmanship. Poor workmanship is one of the more crucial issues confronting local contractors in most developing countries and can also destroy projects already completed. Several studies have been conducted on factors contributing to poor workmanship and measures to mitigate the problem. A lack of experience, language barriers, lack of communication, unsuitable construction equipment, poor weather, and limited time and cost have been identified to be among the most notable contributors of poor workmanship. Regrettably, research conducted to date has focused inadequately on implementing and assessing alternative methods to improve workmanship performance. The study provides a critical assessment of researched literature to develop a conceptual integrated workmanship benchmarking framework and is expected to guide the development of a workmanship performance assessment tool and policy for the construction industry in Trinidad and Tobago.
    Keywords: workmanship; performance; framework; construction; projects; appraisal; benchmarking.
    DOI: 10.1504/IJSOM.2021.10038825
  • Cancer-curing supply chain planning with regarding hospital bed-capacity efficiency: a plan for Iran in 2040   Order a copy of this article
    by Mina Haghshenas, Arash Nemati, Ebrahim Asadi Gangraj 
    Abstract: Nowadays, historical data show an increasing trend in cancer occurrence worldwide. Gathering all specialised cancer services in a cancer hospital increases cancer patients’ satisfaction by decreasing fatigue, stress, and time-wasting. This paper addresses the cancer hospital location-allocation problem as an important issue in cancer curing supply chain management. A mixed-integer linear mathematical model is developed to locate the cancer hospitals in candidate regions and allocate the cancer patients to proper destinations under bed-capacity efficiency consideration. The model minimises the total cost, including the cancer patients’ travelling cost, and the allocated bed-capacity providing cost. The cancer hospitals’ bed-capacity efficiency is mentioned as an important constraint of the model. The model is applied in the case of Iran in 2040. The cost parameters are calculated based on the time value of money concept. The annual cancer new cases in each province are forecasted by using simple linear regression models. Finally, 24 provinces are selected to construct at least one cancer hospital, and all cancer patients are allocated to them. The results can be used by Iran governmental healthcare authorities or private sector managers to do feasibility studies for cancer hospitals construction until 2040.
    Keywords: supply chain planning; location-allocation; cancer hospital; capacity efficiency; linear regression model.
    DOI: 10.1504/IJSOM.2021.10039094
  • Assessing the factors influencing continued use of online-food-delivery services and the impact on health: A multi-group analysis   Order a copy of this article
    by ARGHYA RAY, Pradip Kumar Bala, Rashmi Jain 
    Abstract: Online-food-delivery (OFD) services among consumers have not only revolutionised the food industry but have also impacted the lifestyle of individuals. The purpose of this study is to empirically explore the factors that affect the use of OFDs, and the influence of continued use of OFDs on consumers food consumption pattern and health concerns. A mixed-method approach was considered, comprising of qualitative interviews of 12 OFD users and later a quantitative cross-sectional survey of 292 Gen Y OFD users from India. The findings suggest a significant association between emotional values, conditional values, monetary values and health consciousness on intention. Additionally, there is also a notable positive influence of continuance intention on changing-food-consumption-pattern and health issues. A multi-group analysis was also conducted to assess the varying impact of the variables when compared among different groups (place-of-stay, gender, and occupation). This study concludes with the research implications, limitations and future scope.
    Keywords: changing food consumption pattern; CFCP; fast food consumption; health consciousness; health concerns; online-food-delivery; OFD; perceived values.
    DOI: 10.1504/IJSOM.2021.10039189
  • Service Innovation: The Effects of Organisational Contingencies   Order a copy of this article
    by Nadia Anridho, Wann Yih Wu, Mohamad Suyunus 
    Abstract: This study examines the effects of organisational contingencies such as service climate, service culture, environmental dynamism, and environmental heterogeneity on service innovation and examines service innovations effect on organisational performance. We employed a survey study with 202 respondents from Indonesian retail companies for data analysis. Then, PLS-SEM was used to analyse the data. The results showed that service climate, service culture, environmental dynamism, and environmental heterogeneity positively affect service innovation. Furthermore, we found that service innovation enhances organisational performance. This study contributes to service innovation literature by examining organisational contingencies as the antecedents of service innovation with evidence from the Indonesian retail industry.
    Keywords: organisational contingencies; service innovation; organisational performance.
    DOI: 10.1504/IJSOM.2021.10039193
    by Themer Miralha Soares, Fernando Bernardi De Souza, Carlos Roberto Garcia Cottas 
    Abstract: The theory of constraints (TOC) has long been developing methods to assist the strategic planning processes of organisations. However, such methods have received little academic attention. The objective of this article, by way of a systematic literature review, is to identify the main points of strategic planning from a TOC perspective and then compare them with the Ten Schools of Strategic Thought identified within the literature. The study reveals that TOC presents parallels with the premises of a number of these Schools of Thought, but it also posits particularities in regard to its own proposals for formulating and executing business strategies.
    Keywords: theory of constraints; TOC; schools of thought; business strategy; strategic planning; viable vision; strategies and tactics tree.
    DOI: 10.1504/IJSOM.2021.10039312
  • Designing an Optimal Plant Layout: A Case of the Plastic Molding Company   Order a copy of this article
    by Hokey Min, Seong-Jong Joo 
    Abstract: The generation of viable layout alternatives is a critical step in production planning since the chosen layout affects the efficiency of utilising the firm’s key resources such as space, equipment, materials, utility and workers. As such, it can dictate the firm’s productivity and the subsequent profitability. In addition, it can influence the safety and security of plants. Considering the important role of a plant layout in production planning, a small-to-medium enterprise (SME) that produces customised plastic moulding products begins to explore the better layout alternatives than the existing one that has become the sources of production bottlenecks, shipping delays, cycle counting errors and space crunches. Such alternatives include an L-shape, a straight line and a U-shape. To determine the optimal layout among three layout alternatives, we propose systematic decision-aid tools comprised of a mathematical model, computer-aided design (CAD), an activity relationship chart and a from-to-chart. We validated the usefulness and practicality of these hybrid tools for the plant layout by applying them to the real world problem encountering the plastic moulding company in the USA. Based on our proven success through the case study, other manufacturing firms can replicate the proposed tools for other layout challenges.
    Keywords: plant layout; computer-aided design; CAD; activity relationship chart; ARC; from-to-chart; FTC; case study; small-to-medium enterprise; SME.
    DOI: 10.1504/IJSOM.2021.10039368
  • Assessing efficiency and effectiveness in the automotive after-sales processes   Order a copy of this article
    by Piotr Grajewski, Piotr Sliz, Candace TenBrink 
    Abstract: This study investigates the operational efficiency and effectiveness of the regulated automotive after-sales repair processes in Poland. We add quantitative analysis to an area that has been understudied but impacts a great number of businesses and customers. This research investigates the depth of research in the process area of the automotive aftermarket using a quantitative bibliometric analysis and the CRISP-DM methodology for raw data mining in combination with process mining to examine the repairs. Our analysis found that the majority of the repairs were inefficient and ineffective. In addition, we conclude that the low level of repair process flexibility leads to increased repair times and process inefficiencies.
    Keywords: process measurement; process efficiency; process effectiveness; process management; automotive after-sales process.
    DOI: 10.1504/IJSOM.2021.10039383
    by Sudarshan Maity, Tarak Nath Sahu 
    Abstract: In recent times, banks in India are indeed facing various challenges from downtrend of deposits growth, lower growth of credit disbursement, target to fulfil the financial inclusion and mounting of non-performing assets, rising of operational cost, the requirement of capital infusion by the government, reconstruction and many more. This study aims to illuminate the key issues surrounding the recent mergers in the Indian banking sector. Further, it measures the technical efficiency of Indian public sector banks by using data envelopment analysis to investigate the pre-merger efficiency of the ten merger banks as well as other banks in the group. The application of the Welchs t-test shows the non-existence of a significant difference in the efficiency scores among the two groups. This study further enumerates the challenges they can face from the different angles of operational, synchronise of products, integrating technology, etc.
    Keywords: merger; public sector banks; PSBs; data envelopment analysis; DEA; Welch’s t-test.
    DOI: 10.1504/IJSOM.2021.10039421
  • Empirical Analysis of the impact of Country-Level Corporate Governance on Starting a Business in Asian Countries   Order a copy of this article
    by Faozi Almaqtari, Mohd Shamim, Anwar Ahmad 
    Abstract: The purpose of this study is to investigate the impact of corporate governance on starting a business in some Asian countries over a period from 2012 to 2017. Nine Asian countries on the basis of availability of data for the research period were selected for this study. Corporate governance is measured by the Worldwide Governance Indicators of the World Bank and starting a business is measured by the score of starting business reported by the Ease of Doing Business Report of the World Bank Group. The findings of the present study reveal that voice and accountability, political stability and absence of violence and regulatory quality have statistically significant effect on starting a business in the selected countries. While both political stability and absence of violence and regulatory quality are found to have statistical significant positive influence on starting a business, voice and accountability exhibits a significant negative effect on starting a business. However, the results reported that both government effectiveness and control of corruption exhibit an insignificant negative effect on starting a business, rule of law is found to have an insignificant positive impact on starting a business.
    Keywords: country-level corporate governance; stating a business; entrepreneurship; Asian countries.
    DOI: 10.1504/IJSOM.2021.10039545
  • Managing barriers for the Big Data Analytics implementation through collaboration: an empirical research   Order a copy of this article
    by Alexandre Luis Prim, Juliano Danilo Spuldaro, Tiago Pedro Nicchellatti, Roberto Goularth Mendes 
    Abstract: Prior studies have highlighted several barriers to adopting emergent technologies; however, little is known about how collaboration mitigates those barriers and promotes new technologies. This study analyses the process of adoption of big data analytics (BDA) in a large cold-food distributor and the role of collaboration toward this progress. An inductive approach analyses a single case study. Concerned about reliability, a hundred and twenty hours of observation, six interviews with managers and consultants, and documents and reports of the company have been triangulated. Findings highlight a set of internal barriers (e.g., complexity, infrastructure readiness, lack of skills, privacy issues and cultural barriers), external pressure and collaborative efforts with an IT consulting group along with the BDA implementation. This study contributes to the literature by highlighting the collaboration with key partners as an asset that mitigates internal barriers and external pressures toward emergent technologies adoption. Finally, implementing a BDA solution can provide useful information for managers making decisions effectively, leading to improved processes, higher quality, reduced costs, and creating value for customers.
    Keywords: barriers; big data analytics; BDA; IoT adoption; operational performance; collaboration.
    DOI: 10.1504/IJSOM.2021.10039696
  • Import substitution as the most important strategic target of the state   Order a copy of this article
    by Garnov A. P, Abramov V. L., O.N. Bykova, Morkovkin D.E., Protsenko I. O. 
    Abstract: The interim analysis of the import substitution policy applied to the food industry shows that the food embargo policy is the key contributor to pursuing the targets. However, in addition to the positive results, the imposition of the food embargo also had such negative consequences as rising consumer prices. The authors use a system-functional approach, an abstract-logical method, a statistical-probabilistic method and a monographic study method in this paper. The analysis of the food industry market reveals a number of problematic issues that should be resolved in the coming years, such as the design of instruments to stimulate demand in the national and foreign markets, the export of domestic products to Asian markets, the solution of issues related to shipment and storage through the introduction of new logistics systems, solving the issues of staffing through the training of specialists who are versed in sanctions, possible restrictions and risks.
    Keywords: economics; food industry; food security; production; substitution program.
    DOI: 10.1504/IJSOM.2021.10039752
  • Green Inventory-Routing Problem of Perishable ?Items with Age-Related Price and the Possibility of ?Renting Vehicles ?   Order a copy of this article
    by Maryam Dezhtaherian, Mahsa Ghandehari, Saeedeh Ketabi 
    Abstract: This paper considers a green inventory-routing problem (IRP) for perishable items in a two-level supply chain including a distributor (manufacturer/plant) and some retailers. Each item has a fixed expiry date. The product price depends on its age. The retailer demand for each product is fixed. The product cannot be sold after the expiry date. The possibility of hiring extra space for holding excessive amounts of inventory and hiring vehicles to exploit the advantage of the higher number of deliveries are considered. The problem is formulated to a mixed-integer linear programming (MILP) model. Some small, medium and large-sized random generated samples are solved using OPL software and a proposed combined ant-generic algorithm. The results show the positive effect of partial outsourcing on the amount of profit. Furthermore, the volume of orders is influenced by taking the environmental effects of transportation into account.
    Keywords: green inventory-routing; perishable items; mixed-integer linear programming; MILP; ant-generic algorithm.
    DOI: 10.1504/IJSOM.2021.10039757
  • A Comparative study of the Productivity and Operational Efficiency of Container Terminals of Major Indian Ports and Sri Lankan Ports using DEA[Malmquist Index]   Order a copy of this article
    by Kiruba Nagini R, S.B. Venkatesh, Sriraman V. P. 
    Abstract: The purpose of this study is to compare the operational, and technical efficiency of four Indian and one Sri Lankan Port, comprising of 13 Indian container terminals and 5 Sri Lankan container terminals. The relative efficiencies of these 18 terminals were analysed over a period of the last six years, starting from FY2013 to 2014 through FY2018 to 2019, by comparing the micro level factors contributing to the efficiency of ports. Data envelopment analysis (DEA) using Malmquist index was the methodology chosen for analysis. The study analysed the operational efficiency of the container terminals using a few factors like number of berths, depth of berths, quay cranes, goods handled in each terminal, the yard size of container terminal, the number of ships handled per container terminal, the workforce deployed at each container terminal, and the throughput of the terminals. The results exposed the fact that terminal efficiency was largely dependent on the technological changes.
    Keywords: port efficiency; container terminal efficiency; performance; Malmquist indices; data envelopment analysis; DEA; frontier analysis.
    DOI: 10.1504/IJSOM.2021.10039761
    by Nilson Leão, Fagner José Coutinho De Melo, Raissa Corrêa De Carvalho, Denise Dumke De Medeiros 
    Abstract: This paper aims to develop an approach to improve the quality of the relationship between supplier and customer in the service process, disseminating the necessary information to translate the customer’s needs into quality requirements. The proposed approach uses the principles of the management excellence models, the ISO 9001:2015 certification and the quality function deployment tool. The customer service system (CSS) focuses on quality for service organisations. For this, the CSS adopts tools from the literature that are easy to apply, not requiring large investments from the organisation. This study contributes to organisations that intend to guide their management in a systemic methodology of adaptation to the requirements of the interaction between the supplier and the customer, since creating relationships with customers is a priority in several organisations. In addition, this approach aims to contribute to the literature and to the managerial decision-making process.
    Keywords: total quality management; TQM; excellence management models; quality function deployment; QFD; customer service system; CSS.
    DOI: 10.1504/IJSOM.2021.10039821
  • How McDonaldisation impacts on the operations in travel and tourism   Order a copy of this article
    by Georgia Papadopoulou 
    Abstract: This study proposed how different principles of McDonaldisation impacted the travel and tourism industry. McDonaldisation is defined as the process by which the principles of a fast-food restaurant dominated various sectors of society. As such, it is viewed as a model of best practice for an organisational force centred on the provision of high-quality services to customers. This study proposed the use of a qualitative research method by assessing the impact of such principles on efficiency and the quality of customer services. In achieving this objective, the relevant data were collected through interviews with representative travel industry operators based in the USA.
    Keywords: McDonaldisation; travel; tourism industry; economy; services; customers.
    DOI: 10.1504/IJSOM.2021.10039822
  • Improving the performance of customer relationship management regarding trust factors by a unique mathematical programming approach   Order a copy of this article
    by Mahdi Hamid, Shirin Ghasemi, Ahmad Ghasemkhani, Reza Ramezantabar 
    Abstract: Nowadays, customers form the basis of any business. Undoubtedly, they are the most significant factor in the stagnation or development of the economic status of any commercial unit. Therefore, anticipating and meeting their needs and improving the quality of services are the most essential duties of the managers. Customer relationship management (CRM) is a competitive advantage that deals with customers and their satisfaction. In this context, trust factors play a significant role in the fulfilment and improvement of CRM. Using factor analysis and data envelopment analysis for a real case study, this study aims to assess the effect of different trust factors (including moral behaviour, commitment, brand, usability, privacy and security, and competence) on CRM success. The results indicated that usability exerted the most effect on CRM, whereas privacy and security had the least effect. To date, this is the first research on the application and implementation of trust factors to promote CRM efficiency.
    Keywords: performance evaluation; customers relationship management; CRM; trust; data envelopment analysis; DEA.
    DOI: 10.1504/IJSOM.2021.10039950
  • The Service Profit Chain in healthcare services: a systematic literature exploration   Order a copy of this article
    by Chrystina Barros, Claudia Araujo 
    Abstract: The objective of this study is to present a systematic literature review on the service profit chain (SPC) applied to the healthcare sector covering the articles published, limitations, and future research avenues. The search was performed in nine databases that cover international content in the fields of management and healthcare and also in Google Scholar. The findings demonstrate that the topic has been little studied so far. Among the 292 articles that included the term Service profit chain in the title, abstract, or keyword, only 12 (4.1%) dealt with the healthcare sector. Most of the articles focused on the connection between employee satisfaction and customer satisfaction, and only one empirical study considered all the SPC links with only one research being conducted in a private institution. This review highlights the research gap in the current literature and provides direction for future research.
    Keywords: service profit chain; healthcare sector; systematic review.
    DOI: 10.1504/IJSOM.2021.10040000
  • Organisational Learning : A Study of the Industrial Sector   Order a copy of this article
    by Deepika Saini, Anil Kumar 
    Abstract: Organisational learning is considered to be one of the essential foundation of competitive advantage in the interior of strategic management. This article aims to identify the most vital factor that influence organisational learning and perception of employees regarding organisational learning in the industrial sector. The sample has been collected from 400 respondents (200 employees each from service and manufacturing sector) for the study, by using convenience sampling method. For this purpose, analysis was done by using descriptive statistics, exploratory factor analysis, confirmatory factor analysis through AMOS software and independent sample t-test. After analysis, it is found behaviour and cognitive changes factor is the most significant factor that influences organisational learning in the industrial sector among three factors open mindedness, behaviour and cognitive changes and support for learning. Significant difference was found among employees’ perception towards organisational learning regarding open mindedness and behaviour and cognitive changes across type of industry.
    Keywords: organisational learning; manufacturing sector; service sector; India.
    DOI: 10.1504/IJSOM.2021.10040001
  • Impact of Globalization On Logistics Management in Nigeria   Order a copy of this article
    by Ayodeji Dennis Adeitan, Clinton Aigbavboa, Oyindamola C. Olubiyo 
    Abstract: The globalisation process has been recognised as an important underlying force impacting global logistic service providers because it is an essential function in the transportation and logistics system. This study explored the impact of globalisation on logistics management in Nigeria. Primary data were collected through a well-structured questionnaire which was distributed to logistics professionals in the Nigerian logistics industry. Data gathered were analysed using percentages, mean item score, and factor analysis. The results from the analysis show that a growing number of skilled logistic professionals and access to new/effective information as the top impacts of globalisation on logistics management in Nigeria. Finally, the information derived from this study on the impact of globalisation on logistics management is a strategic resource in helping logistics operators, organisations, and other sectors to gain a sustainable competitive advantage in this age of globalisation.
    Keywords: logistics; globalisation; competitive advantage; global logistics; sustainability; global economy.
    DOI: 10.1504/IJSOM.2021.10040238
  • Extended-GS (E-GS) Optimum Solution for Multi-Criteria & Multi Alternative Problem   Order a copy of this article
    by Amal Alrasheed, Evon Abu-Taieh, Manal Al Ohali 
    Abstract: Decisions in this competitive and dynamic world must be correct, accurate, and objective. The process of deciding must be fast and precise. Since the dawn of technology, criteria and alternatives increased. Hence, tools, techniques, and methods were developed to conduct the process of decision making swiftly and correctly. Multi-criteria decision-making (MCDM) enhances the decision-making process by relying on calculated decisions rather than guessed decisions. Further, solving tools and techniques are perforated with gaps. To bridge such gaps between the tools and techniques, this paper suggests, Extended version of Gale-Shapley (E-GS) algorithm that utilizes three MCDM methods: Analytic Hierarchy Process (AHP), Weighted Product Model (WPM), and Weighted Sum Model (WSM). The basic idea of the E-GS algorithm is feeding the preference lists required by the Gale-Shapley algorithm to produce an optimum match using WSM, WPM, and AHP models. E-GS combined the powers of all four algorithms to provide an optimum solution.
    Keywords: Gale and shapley; Analytic Hierarchy Process; Weighted Product Model; Weighted Sum Model; Decision Support Systems.
    DOI: 10.1504/IJSOM.2021.10040293
  • Presenting a predictive benchmark model of after-sales service agencies for vehicles based on the Data Envelopment Analysis (DEA) Approach   Order a copy of this article
    by Sajjad Kheyri, Farhad Hosseinzadeh Lotfi, Esmael Najafi, Bijan Rahmani 
    Abstract: Everyone is aware of the importance of benchmarking in all industries. The same is true of the automotive industry. One of the methods of continuous improvement of car after-sales service agencies is benchmarking from successful and efficient examples in the country. Given that evaluation and benchmarking methods are usually retrospective, and also, the rapid changes in environment and customer needs, current methods cannot quickly define corrective actions. In this paper, first, a benchmarking model based on data envelopment analysis is developed for car after-sales service dealers as decision-making units, then considering that the model outputs have a high correlation coefficient, an innovative machine learning model has been used to predict the outputs. Finally, the results of the proposed prediction model are compared with a perceptron neural network algorithm. The results show that the benchmarking and prediction model together with a 7.7% error predicts benchmarks for the end of current period.
    Keywords: data envelopment analysis; DEA; correlated output prediction; general two-step; genetic algorithm; predictive benchmark.
    DOI: 10.1504/IJSOM.2021.10040446
  • Redefining a Value Co-creation Behaviour Model for Student Satisfaction in HEIs   Order a copy of this article
    by Shamima Raihan Manzoor, Abdullah Al Mahmud 
    Abstract: The incorporation of customer relationships in marketing has triggered the paradigm shift from ´managing relationships ´to ´joint venturing ´ with customers. Thus, in the service sectors like higher education institutions (HEIs), students ´ active role has become prominent. This study explores the factors for establishing a consensual instrument to measure value co creation behaviour (VCcB) for HEIs and its impact on student satisfaction. The sample comprised 223 international students from Malaysian universities, both public and private. The factor analysis done with 29 items reveals four VCcB factors, out of which two (i.e., ´personal interaction, helping, and responsible behaviour ´, and ´information seeking and sharing ´) are found most influential in shaping VCcB for HEIs. By using PLS-SEM, the hypothesised relationships have been analysed for the VCcB factors ´ impact on students ´ satisfaction. The findings can inspire the HEI managers to build strong VCcB platforms to nurture student-university relationships as a part of their service marketing strategies
    Keywords: higher education institutions; HEIs; student interaction; satisfaction; service marketing; value co-creation.
    DOI: 10.1504/IJSOM.2021.10040466
  • Identification of efficient production plans for a food packaging process using discrete event simulation   Order a copy of this article
    by Jenaro Nosedal-Sanchez, Carlos Rivera-Mejía, Javier García-Gutiérrez 
    Abstract: This paper addresses the problem of modelling and analysing the production capacity of a food packaging process. The model is formalised using coloured Petri nets and was implemented in CPNTools. The results reported correspond to the functional verification and the state space analysis of the model for determining the availability of each packing line and the overall availability of the system. The model allows obtaining measures such as the ratio between the production time and the time available for a specific period of production under different demand scenarios, determining the effect of a different assignment of the orders among the available packing lines. The results allow identification of work schedules for the best use of the packing lines capacity. The proposed framework is tested using a real case study, where a set of several feasible production plans are generated and the best course of action among these alternatives is identified.
    Keywords: discrete event simulation; capacity analysis; production planning; operations management.
    DOI: 10.1504/IJSOM.2021.10040599
  • Supplier’s performance evaluation in supply chains using item response theory   Order a copy of this article
    by Kathyana Vanessa Diniz Santos, Fernanda P. Arantes, Maria Silene Alexandre Leite, Antonio Cezar Bornia 
    Abstract: This study aims to propose a new methodology for supplier evaluation in supply chains. Using a questionnaire with 33 items that included five dimensions of supplier performance according to the literature (cost, time, quality, flexibility and innovation), it was possible to evaluate 243 supply links of 148 Brazilian companies. These results were evaluated using the IRT graded response model. IRT graded response model allowed a difficulty parameter to be established for each category of the presented items, defining performance levels in an interpretable scale that indicates the aspects served by each evaluated relationship. Depending on what the client company expects and prioritises in the performance of its suppliers, it can associate scale levels (and the presence and/or absence of certain aspects) with decisions about what to do in the relationship with the supplier company (e.g., strengthen relations, request changes in behaviour or terminate relationship).
    Keywords: supplier performance; supplier evaluation; supplier management; supply chain management; item response theory; IRT.
    DOI: 10.1504/IJSOM.2021.10040629
  • Impact of Training and Development Programmes on skills and Overall Career Development of Bank Employees: The Case of Punjab (India)   Order a copy of this article
    by Manuja Garg, Sanjeev Bansal 
    Abstract: In this technological era, both public and private sectors are going through technological up gradation and becoming competitive in nature. With this, the banking sector is also facing a huge transformation in its working style by utilising the internet and mobile banking, etc., which is the symbiosis of technology and financial services. These services are proved to be the hottest area of development in banking sector. To upgrade their manpower, training and development programmes are the key aspects of any organisation. To validate the effect of these programmes this study analyses the sample of 400 employees of various public and private banks in Punjab (India). The analysis has been performed using multiple regression and structure equation modelling approaches and both the approaches reveals that there is a significant impact on the overall career development with training and development programmes.
    Keywords: training; career development; regression; structure equation modelling; banking; India.
    DOI: 10.1504/IJSOM.2021.10040740
  • Flexibility in Logistics: A Literature Review   Order a copy of this article
    by Kalyana C. Chejarla, Omkarprasad S. Vaidya, Sushil Kumar 
    Abstract: This paper aims to review and analyse the literature on logistics flexibility in a structured framework. A systematic hybrid-narrative literature review of more than 120 research articles on logistics flexibility is performed, and findings are presented in a broad logistics framework. The study identifies five themes of logistics flexibility, namely: 1) flexibility in purchasing; 2) flexibility in in-house logistics; 3) flexibility in distribution network infrastructure; 4) flexibility in the fulfilment process; 5) flexibility in logistics services. We further classify these main themes into 16 sub-themes. The research presents state-of-art research in each sub-theme to benefit practicing managers and identifies extensions for future research. Logistics flexibility is an important tool in practitioners’ hands to guard against disruptions, and this paper helps them choose the right logistics flexibility components and their respective levels.
    Keywords: logistics flexibility; procurement flexibility; manufacturing flexibility; distribution flexibility; fulfilment flexibility; logistics services flexibility.
    DOI: 10.1504/IJSOM.2021.10040768
  • Uncertainty, Responsiveness, and Operational Performance in Supply Chain: A Conceptual Study Using Contingency Theory Approach   Order a copy of this article
    by Jitendra Nenavani, Rajesh Jain 
    Abstract: Amid uncertainty from customers and suppliers, academicians and practitioners have focused on building a supply chain that is robust enough to withstand the disruption damages. Given the several supply chain risk mitigation strategies like flexibilities, agility and postponement, this is the first such paper to analyse the relationship between supply chain responsiveness and supply chain uncertainty through contingency theory lenses. To arrive at a conceptual framework that aims to build the relationship among the constructs, this study in detail has studied the literature of selected articles on supply chain uncertainty from peer-reviewed journals. Findings not only draw attention to the role of responsiveness in the supply chain under uncertainty but also indicate towards analysing the effect of the relationship between uncertainty and performance. Therefore, we believe that supply chain responsiveness, being a mediator in the framework presented, might lessen the impact of supply chain uncertainty on operational performance.
    Keywords: supply chain uncertainty; supply chain responsiveness; operational performance; contingency theory; supply chain strategy.
    DOI: 10.1504/IJSOM.2021.10040832
  • Readiness Assessment for Change in Primary Healthcare due to COVID-19 Pandemic   Order a copy of this article
    by Albi Thomas, Marappan Suresh 
    Abstract: The primary objective of this paper is to develop assessment framework for readiness for change in Primary Healthcare due to COVID-19 pandemic in order to improve daily routine operations. The conceptual framework is developed with three enablers, ten criteria and 58 attributes. multi-grade fuzzy is used for readiness assessment and importance performance analysis (IPA) approach is used for classification of attributes. The readiness index of the case primary health centre is nine and also 13 weaker attributes were identified to improve the index further. This assessment framework will help the healthcare managers to increase the readiness level for change in their operations to face the COVID-19 challenges.
    Keywords: primary healthcare; readiness for change; COVID-19 era; hospital operations; multi-grade fuzzy; importance performance analysis; IPA.
    DOI: 10.1504/IJSOM.2021.10040860
  • State of art review on Lean integration with Industry 4.0   Order a copy of this article
    by Vigneshvaran R, S. Vinodh 
    Abstract: Lean is widely implemented approach to improve quality of a product and production process by eliminating wastes and adding value to the product. Industry 4.0 is the modern approach of integrating cyber world with real physical world. Integrating these two methods is very complex but produces high efficiency. The study aims to review the integration of lean manufacturing with Industry 4.0. The review is presented in seven perspectives. Based on the review, a framework for lean integration with Industry 4.0 is presented. Systematic literature review (SLR) methodology is adopted in this study. Concepts, principles, techniques and tools were discussed elaborately from viewpoint of modern manufacturing. The insights based on review and proposed framework would enable industry practitioners to systematically deploy lean concepts in Industry 4.0 environment.
    Keywords: lean; Industry 4.0; cyber physical system; CPS; framework; integration; internet of things; IoT; value stream mapping; Industry 4.0 technologies.
    DOI: 10.1504/IJSOM.2021.10040989
  • Non-Performing Assets - An Important Parameter of Measuring the Financial Soundness of Banks   Order a copy of this article
    by Amar Kumar Mishra, Sulagna Das, Som Nath Paul 
    Abstract: Non-performing asset has been a big issue in the banking sector since long. Though in the recent years the rate has gone down due to the recovery and other measures adopted by the Government of India. The present paper studies the non-performing assets of the public sector banks, private sector banks and scheduled commercial banks, arising in both priority and non-priority sectors in India. The paper is divided into three parts. The first part observes the trend of non-performing assets occurring in the priority and non-priority sector, in case of the three bank groups. Second part analyses if there is any difference in the gross non-performing asset occurrence pattern between and within the bank groups, for priority sector and non-priority sector lending. Third part of the paper analyses if there is any impact of the gross non-performing asset on the gross advances in priority sector and non-priority sector.
    Keywords: non-performing assets; priority sector; non-priority sector.
    DOI: 10.1504/IJSOM.2021.10040992
  • Business Process Reengineering in the public sector service supply chain: The case of the Greek Archaeological Resources Fund   Order a copy of this article
    by Anastasios Tsogkas, Giannis T. Tsoulfas, Panos T. Chountalas 
    Abstract: Designing, implementing, and supporting a radical organisational transformation project in an environment of relatively low technological and managerial capacities, and under strict human resource and time constraints is both challenging and unique. The purpose of this paper is to present such a case of a public sector organisation in the course of implementing a business process reengineering (BPR) project. The findings of this study reveal that in cases where public sector operational and supply chain activities share a high degree of similarity with private sector commercial activities, BPR is the most appropriate methodology to be used to fundamentally revise and redesign processes and achieve radical improvements. BPR can effectively enforce industry standards with no need to envision and design new processes from scratch, as long as compliance is ensured with laws, legal acts, and ministerial decisions governing public sector entities’ operational procedures.
    Keywords: business process reengineering; BPR; public sector; service supply chain; radical improvements; integrated public services; case study; Greece.
    DOI: 10.1504/IJSOM.2021.10041083
  • Service quality of ski group package tour: Modified importance-performance analysis   Order a copy of this article
    by Shihhao Liu, Chin-Hsiang Tsai 
    Abstract: This study develops service quality attributes for ski group package tours (SGPTs) based on the SERVQUAL scale; it explores the perceived importance and performance of these items for SGPT customers in Taiwan. A questionnaire was used to collect data from 456 respondents. This study used importance-performance analysis (IPA) to analyse SGPTs’ service quality and employed impact-asymmetric analysis to compensate for the shortcomings of the original IPA by estimating the asymmetric effect of service quality attributes on overall customer satisfaction. Subsequently, five service quality attributes of SGPT were extracted. IPA was also conducted for each gender and ski level segment. The results indicate that the perceived importance and performance of service quality attributes differ significantly among different market segments.
    Keywords: service quality; tourism; important-performance analysis; impact-asymmetric analysis; ski tourism; ski group package tours; SGPTs.
    DOI: 10.1504/IJSOM.2021.10041379
    by André Albuquerque, Fagner José Coutinho De Melo, Lucas Oliveira, Denise Dumke De Medeiros 
    Abstract: Society is undergoing social transformations due to the pandemic situation of COVID-19, and social isolation is the effective measure to combat the contagion of the virus. That said, people have taken other steps to make their purchases. Therefore, organisations need to adopt ways to invest in the quality of their services to achieve customer satisfaction. The objective of the paper is to structure a model for predicting the quality of service through the consumer when making their online purchases in times of the COVID-19. The results showed that 65.72% continue to make their purchases in person. For those who obeyed the preventive measure and made their purchases online, it was possible to realise that the characteristics linked to product excellence and delivery time were the factors that led to satisfaction. This research allowed starting a discussion that helps in customer satisfaction, understanding their behaviour in the face of this crisis.
    Keywords: quality of service; COVID-19; online shopping; ESQUAL; Brazil.
    DOI: 10.1504/IJSOM.2021.10041854
  • Examining trade-offs in the airline industry   Order a copy of this article
    by Alka Nand, Prakash J. Singh, Ananya Bhattacharya 
    Abstract: Firms develop and manage their operational capabilities to improve efficiency and competitive positioning. However, as the theory of performance frontiers (TPF) suggests, there are limits to these gains. As firms become more efficient, they are likely to be trading off capabilities rather than pursuing them simultaneously. A key question that arises is whether these trade-offs are beneficial for firms. In this paper, we apply the TPF to firms in the airline industry. Specifically, we address whether a firm’s efficiency levels are associated with trade-offs and if level of efficiency subsequently affects the firm’s market success. We employed the data envelopment analysis (DEA) methodology to analyse operational capabilities and determine the efficiency of all airlines operating domestically in Australia over a ten-year period. The results show broad support for TPF. Firms that demonstrated efficiencies were trading off capabilities with associated market success.
    Keywords: theory of performance frontiers; TPF; trade-off model; cumulative model; data envelopment analysis; DEA; services; airlines.
    DOI: 10.1504/IJSOM.2021.10041857
  • Cropland selection decision framework: an application to oil palm cultivation in Colombia   Order a copy of this article
    by Rafael Guillermo García-Cáceres, Ángela María Niño-Navarrete 
    Abstract: A reference framework for the evaluation of potentially suitable cropping areas is introduced. Such purpose is attained through the assessment of an ample series of productivity-and-sustainability-related criteria, which are typically applicable to perennial crops. This novel conceptual development is applied to a case study addressing the aptness of Colombian oil palm lands, with the aid of stochastic multicriteria acceptability analysis ordinal (SMAA-O) as a decision support system. Based on a holistic set of 155 criteria embedded in nine categories that are applicable to any area unit, the framework in question integrates agribusiness, productivity and sustainability.
    Keywords: oil palm; land selection; SMAA-O; MCDM.
    DOI: 10.1504/IJSOM.2021.10041858
  • Literature Review of Agile Manufacturing Enablers For Indian Manufacturing Industry   Order a copy of this article
    by Suchita Lokhande, Avinash D. Sarode 
    Abstract: In manufacturing sector, the medium scale industries play an important role for the Indian economy. There is a drastic change in customer demands posing a major challenge before the manufacturing industries. Agile manufacturing (AM) is a concept which incorporates customer issues in the traditional manufacturing process, lack of awareness about the use of AM needs the proper identification of enablers considering Indian scenario. Agility is the amalgamation of technology and management which is useful in the manufacturing sector, thus the use of scalable framework and integrated computer manufacturing is the need of an hour. Medium scale industries are not aware about AM; however, it will be appropriate if the Indian manufacturing industry also makes use of AM. For the implementation of AM in the Indian manufacturing industry, the most essential enablers are identified in this paper. A phase wise literature survey spanning from year 1995 to 2020; divided in three phases of seven, seven and nine year respectively, provided the focus on the enablers. From the in-depth literature review of 167 papers and discussion with experts, we have 85 sub-criteria with 12 categories of enablers.
    Keywords: agile manufacturing; manufacturing industry; enablers; small and medium scale enterprises; SME.
    DOI: 10.1504/IJSOM.2021.10041859
  • The Execution of Worker Layoff Disputes Verdicts at the Industrial Relationship Courts in Indonesia.   Order a copy of this article
    by Neni Vesna Madjid, Saldi Isra, Kurnia Warman, Mardenis Mardenis, Hilaire Tegnan 
    Abstract: The implementation of the rulings on worker layoffs at the labour court known as industrial relationships court at district courts is crucial as it deals with the protection of workers’ rights in a layoff dispute settlement. This paper discusses the execution of the verdicts of layoff dispute cases at three district courts, namely Padang, Pekanbaru, and Central Jakarta district courts. In so doing, the paper seeks to address the question as to whether or not the industrial relationship court does justice to workers in Indonesia. The purpose of the study is to shed light on the legal and emotional battles industrial workers must fight for justice. Using a normative approach, this study reveals that many of the verdicts reached in layoff dispute cases remain unexecuted because the procedural law that applies in resolving these disputes lacks legal force.
    Keywords: worker layoff disputes; court verdicts; employment termination; industrial relationship courts; Indonesia.
    DOI: 10.1504/IJSOM.2021.10042027
  • Patient Satisfaction on Hospital care services: A study with specific reference to beneficiaries of Community Based Health Insurance Schemes in India   Order a copy of this article
    by Sumathi GN, Elango Janakiraman, Thenmozhi Muthuveerappan 
    Abstract: The paper examines the relationship between hospital service quality and patient satisfaction with specific reference to beneficiaries of the community-based health insurance (CBHI) schemes in Tamil Nadu, India. Patient satisfaction determines the enrolment in CBHI schemes in low-income and developing countries. This study has been conducted among CBHI beneficiaries who utilised the hospital’s services as inpatients, adopting a cross-sectional survey method. The results of multiple regression analysis indicate that responsiveness and communication are the most critical attributes that positively impact patient satisfaction. Hospitals that ensure excellent responsiveness, communication, adequacy, hospital care, robust administrative procedures, and assurance concerning hospital care significantly increase patient satisfaction. The study results provide direction to the community healthcare providers to focus more on the specific service dimensions to improve the CBHI beneficiaries’ satisfaction.
    Keywords: patient satisfaction; service quality; community-based health insurance; CBHI; hospitals; Tamil Nadu; India; community-based health insurance schemes.
    DOI: 10.1504/IJSOM.2021.10042141
  • Modelling small-series supply network configuration and capabilities through a mixed-method structural analysis: Insights from high-cost textile/apparel contexts   Order a copy of this article
    by Sara Harper, Rudrajeet Pal, Vijay Kumar 
    Abstract: The purpose of this paper is to understand supply network configuration for small-series production within high-cost contexts, and the context-specific decision logics associated. A total interpretive structural modelling (TISM) and MICMAC mixed-methods approach is used to determine and interpret interrelationships among SNC and capability-related aspects identified from the literature. Respondents come from EU textile/apparel companies, undertaking small-series production/sourcing in the region, with different roles in the value chain. The findings led to several propositions. They highlight the foundational nature of supply chain relationships and digital data sharing; interacting product/process flexibility and specialisation considerations, with associated enablers and barriers; the challenges related to location, which is the crucial supply chain driver; and the need to balance various interrelated capability drivers, such as quality, innovation, and sustainability. These findings can support practitioners for reconfiguration, and the approach can be used to address other contexts and thus enhance generalisability.
    Keywords: supply network configuration; supply chain design; small-series production; decision-making; total interpretive structural modelling; TISM; operations management; textile/apparel; European Union; EU.
    DOI: 10.1504/IJSOM.2021.10042173
  • The Moderating Impact of Work Cooperation within the Ministry of Social Affairs and Labor in Kuwait: An Approach Based on TAM and D&M Models   Order a copy of this article
    by Faisal Almutairi, Thurasamy Ramayah, Jasmine A. L. Yeap, Ibtisam L. F. H. Almutairi 
    Abstract: This study is based on the technology acceptance model (TAM) and information system success model (D&M) with the goal of examining the performance of Kuwaiti employees utilising the Electronic Document and Records Management System (EDRMS) in Kuwait’s Ministry of Social Affairs and Labor (MOSAL). This study aims to examine employees’ performance using EDRMS in MOSAL and proposes the moderating effect of work cooperation on employee performance. Data belonging to 345 employees were collected from MOSAL. SmartPLS was utilised to analyse the obtained data. The results indicate that perceived ease of use and perceived usefulness have a positive influence on employee performance. However, the findings fail to support the relationship between system usage and user satisfaction. Additionally, this study reveals that work cooperation moderate the positive relationship between system usage and employees’ performance. The study contributed understands factors affecting the performance of employees using EDRMS in MOSAL. Limitations of the study were explained, and suggestions of future research were also presented.
    Keywords: perceived usefulness; ease of use; system usage; user satisfaction; work cooperation; employee performance.
    DOI: 10.1504/IJSOM.2021.10042623
  • Periodic equivalent to evaluate the dynamic efficiency of units with multi-stage network structure   Order a copy of this article
    by Alireza Ebrahimi Bagha, Farhad Hosseinzadeh Lotfi, Alireza Amirteimoori, Mohsen Rostamy-Malkhalifeh 
    Abstract: In this study, while presenting the existing methods and models in evaluating network envelopment analysis, the challenges of previous models are analysed. Finally, the models proposed in this paper are presented for evaluating the dynamic performance of n-stage and n-sub process units based on the simultaneous evaluation of overall and sub-process efficiency and model optimisation based on a solid efficiency model. Also, the approach of converting multistage networks to two-stage networks for this study was presented. These models, defined based on a two-stage network structure, can simultaneously evaluate the efficiency of the entire network and the dynamic efficiency of the sub-processes and their interactions across different periods. With a real and practical example based on the idea of this research and its inference model, the dynamic performance over four years was evaluated in the top 15 carpet production plants in Iran.
    Keywords: dynamic performance; network DEA; multi-stage network; performance evaluation; sub-process efficiency; dynamic network DEA; efficiency evaluation.
    DOI: 10.1504/IJSOM.2021.10043035
  • SERVQUIX: A Tool for Service Quality Measurement in Indian Banks   Order a copy of this article
    by Arun Kumar Agariya, Jyoti Tikoria 
    Abstract: The paper aims to propose a comprehensive instrument to measure service quality of banks in India. A standard methodology has been used for scale and index development. The findings clearly depict service quality of banks as a multi-dimensional construct having factors as employee attitude, service recovery, physical and technological infrastructure, assurance and online banking facilities. At last an easy to use template has been proposed for practitioners to calculate and assess their competitive scores based on service quality. The originality of this work lies in the fact that the index captures the customers’ perspective of service quality and also provides an indication for further improvement for better satisfaction and retention of its customer base. The present study may further be extended in terms of large and diversified sample size to validate the proposed index.
    Keywords: service quality scale; service quality index; India; banking; online banking.
    DOI: 10.1504/IJSOM.2021.10043089
  • Examining the Roles of Buyer Knowledge Protectiveness and Supplier Absorptive Capacity in Joint New Product Development   Order a copy of this article
    by Sunil Hwang, Seong-Jong Joo, Hokey Min, John Dickens 
    Abstract: Despite numerous merits of joint new product development (NPD), a buying firm’s fear of losing its proprietary knowledge and its reluctance to share the intellectual capital with its supplier may undermine an NPD effort. In addition, the buyer’s engineering change orders against dynamic demands can influence NPD performances. With that in mind, this paper aims to identify important influencing factors for the NPD success through the empirical analysis of Korean firms. The major findings of this study are twofold. First, supplier absorptive capacity has a positive effect on NPD performances. Second, when the buyer’s knowledge protectiveness is strong, supplier absorptive capacity negatively affects NPD performances. These results indicate that the buyer’s knowledge protection policy plays a key role in the successful implementation of NPD. Finally, the buyer’s willingness to share information and knowledge with the supplier is critical for the success of NPD with the buyer’s backward knowledge transfer.
    Keywords: joint new product development; supplier absorptive capacity; buyer knowledge protectiveness; earlier supplier involvement; hierarchical regression; confirmatory factor analysis.
    DOI: 10.1504/IJSOM.2021.10043150
  • An objective decision support for designing virtual enterprises using a fuzzy-based approach   Order a copy of this article
    by Souhir B.E.N. SALAH, Wafa B.E.N. YAHIA, Omar AYADI, M. Faouzi Masmoudi 
    Abstract: The shorter products life-cycles lead to temporary collaborative relationships. This is the key principle of so-called virtual enterprises, which aim to fulfil a particular goal joining partner resources. The focus of this study is upon designing a virtual enterprise from virtual breeding environment to respond to a specific business opportunity. As the success of such collaboration relationship is deeply related to the selected partners, this paper’s target lies in developing an objective partner assessment approach. Firstly, a new classification of partner assessment criteria is set forward taking into account the decision level. Secondly, a fuzzy multi-criteria decision-making technique is used for determining criteria weights according to BO’s requirements so as to obtain a more thorough evaluation. This technique combines the fuzzy set theory and the analytic network process technique, designed to handle inaccurate evaluators’ judgments. To illustrate the practical applications of the proposed approach, a real case study is addressed.
    Keywords: virtual enterprise; partner assessment; assessment criteria; fuzzy ANP approach.
    DOI: 10.1504/IJSOM.2021.10043305
  • New approach of Lean Management concept: procedure and practical case in the automotive sector   Order a copy of this article
    by ABDLOUAHED BOUTAYEB, Abdelali Ennadi, Abderrahim Chamat, Abdelhamid Touache, Abderrazak Boumane 
    Abstract: Market requirements and product diversity call for a lean approach that allows companies to meet customer requirements in terms of quality, cost and lead time. Lean management (LM) is based on the evolution of the culture and the deployment of tools to improve and optimise industrial performances. The objective of this paper is to present the impact of the deployment of LM on the working environment and the health of workers during a change or improvement of the process. This paper presents a new concept of continuous improvement which takes into consideration high performance improvement based on a new overall equipment effectiveness indicator. This new approach allows taking into consideration all the performance factors by treating non-conformities or non-quality, all types of non-value added (NVA), and improving the social and organisational side ergonomic, safety, environment. A practical case was studied will allow validating our new approach.
    Keywords: lean management; safety; environment; ergonomic; overall equipment effectiveness; OEE; continuous improvement.
    DOI: 10.1504/IJSOM.2021.10043331
    by Hariharan Ganeshan, Balamurugan T 
    Abstract: The purpose of this paper is to identify the risk factors involved in the process of supply chain management by small medium enterprises (SMEs) especially the companies engaged in the production of auto components as well as assessing those risks by
    Keywords: supply chain; supply chain risk; P-I matrix; risk assessment; COVID-19.
    DOI: 10.1504/IJSOM.2021.10043419
  • Modeling the challenges faced by Indian engineering consultancies: An ISM analysis   Order a copy of this article
    by Pramod V. R., S.R. Devadasan, Ajith K.A. Nair 
    Abstract: This contribution explores the synergic impact of the challenges faced by the engineering consultancy services. Consultancy services are always subjected to various challenges. It is customary for a service sector to mitigate the challenges. In order to explore in this direction, interpretive structural modelling (ISM) technique was applied. At the outset, ten major challenges have been identified. Subsequently, the views of service managers about their relevance and influences were analysed and their relationships have been established. By making use of these data, ISM was developed. Further, driving power-dependence diagram was drawn by referring to the final reachability matrix of ISM technique developed. This diagram indicated that out of the ten, two challenges titled as
    Keywords: engineering consultancies; challenges; interpretive structural modelling; ISM; inter-relationship; digraph; driving power-dependence diagram.
    DOI: 10.1504/IJSOM.2021.10043659
  • Social engineering optimizer for a supply chain network design for blood products in a fuzzy environment   Order a copy of this article
    by Shokoufeh Mahrouei, Nasim Delfan 
    Abstract: The management of the blood supply chain is one of the most challenging decision problems for the relevant stakeholders. Notably, the blood is not a normal commodity and there is no substitute. On the other hand, with the increase in diseases, natural and abnormal accidents, the demand of the blood products has been increased. Accordingly, there is a great interest in the blood supply chains regarding its absence of timely response; it leads to substantial costs of human mortality. This paper proposes a new extension to the blood supply chain network design problem as a four-level, multi-product and multi-cycle centralised supply chain network by using a fuzzy optimisation model to minimise the transmission time of the entire network which is still scarce in the literature. The applicability of this model is proven by a case of crisis logistics in Tehran, Iran. Since the proposed model is NP-hard, there are many studies to develop new heuristics and metaheuristics. As applied already to several optimisation problems, the social engineering optimiser (SEO) as a recent successful metaheuristic has been never employed in this research area. Therefore, another contribution of this study is to apply the SEO and to compare it with well-known algorithms from the literature.
    Keywords: supply chain management; logistics; fuzzy model; blood products; social engineering optimiser; SEO.
    DOI: 10.1504/IJSOM.2021.10043831
  • A Six Sigma Approach for Package Management process in a Courier company   Order a copy of this article
    by Enrique De La Hoz, Tomás Fontalvo, Rohemi Zuluaga 
    Abstract: This research presents an approach based on the Six Sigma methodology as a management tool for the package management process in an international courier. This research uses a research-action approach to investigate the benefits of implementing the Six Sigma methodology in a courier company. The paper presents the background and step by step of the Six Sigma implementation. Specifically, the Cartagena (Colombia)
    Keywords: Six Sigma; logistics; management.
    DOI: 10.1504/IJSOM.2021.10043985
  • Barriers and drivers of sustainable construction: a systematic literature review   Order a copy of this article
    by Julia Carvalho Fernandes De Oliveira, Fagner José Coutinho De Melo 
    Abstract: This paper presents a systematic literature review about the barriers and drivers of sustainable building practices in the construction sector. Through this comprehensive literature review, the authors were able to identify generic barriers and drivers for stakeholders to implement sustainability within the architecture, engineering and construction (AEC) industry. A total of 27 barriers and 29 drivers were identified from reviewing 41 articles. This paper presents a classification of the drivers, which are the following: 1) project-level drivers; 2) government regulations; 3) corporate drivers; 4) economic and financial drivers; 5) education; 6) standards; 7) personal motivations. This paper can assist AEC stakeholders and policymakers in better understanding the barriers and drivers of sustainable construction, and thus, elaborate and implement more efficient policies, standards and incentives to further promote sustainable construction.
    Keywords: sustainability; barriers; drivers; green building; architecture; engineering and construction; AEC.
    DOI: 10.1504/IJSOM.2021.10043993
  • The Impact of Entrepreneurial Leadership on Organizational Performance: Does Innovation Management matter   Order a copy of this article
    by Rawan Alshawabkeh, Lina Al-Abbadi, Mohammad Eldahamsheh, Ali Al- Quran, Hanan Almomani, Ali Bani Khaled, Sulieman Al-hawary 
    Abstract: The purpose of this study is to determine the impact of innovation management on the relationship between entrepreneurial leadership and organisational performance. The study data was collected through a survey questionnaire from 551 respondents. The SEM technique was used along with CFA and path analysis to test the study hypotheses. In this regard, AMOS has been used in this study to accomplish the key research objectives. It has been found that there is a significant impact of innovativeness and risk-taking on the operational performance, whereas risk-taking and creativity aspects of entrepreneurial leadership are found to have a significant impact on the financial performance of the manufacturing firms in Jordan. On the other hand, it is also determined that technical performance significantly moderates the relationship between entrepreneurial leadership and operational performance. Moreover, commercial performance and social performance significantly moderates the association between entrepreneurial leadership and financial performance.
    Keywords: entrepreneurial leadership; financial performance; operational performance; innovation; manufacturing sector; Jordan.
    DOI: 10.1504/IJSOM.2021.10043997
    by Badrinath V, Gnanadhas Delina, Karthikeyan S 
    Abstract: Solid waste management processes and cleanliness have been complex challenges in India. The launch of Swachh Bharat Mission (Clean India Mission), a nation-wide campaign aroused the interests of many researchers and practitioners in cleanliness and waste management. This is a perceptual study that analysed municipal officials’ perceptions on solid waste management process and effectiveness of Swachh Bharat mission pertaining to Thanjavur, a district of rich cultural heritage in Tamil Nadu, India. This study assessed the respondents’ perceptions on existing methods of waste collection and its disposal. This research work also examined the challenges in the solid waste management process and successful implementation of Swachh Bharat mission. Further, the influence of socio-demographic factors on solid waste management and clean India mission was explored. The findings of this study may be beneficial to researchers, authorities and policy makers to progress further in this area for ensuring effective solid management process and cleanliness.
    Keywords: solid waste management; clean India mission; Swachh Bharat mission; Swachh Bharat Abhiyan; Thanjavur; India.
    DOI: 10.1504/IJSOM.2021.10044245
  • Eliminating End of Line Rejections-a quality filter mapping approach   Order a copy of this article
    by P. Raghuram, Ashwin Srikanth, Rithan Mandesh P 
    Abstract: Growing production volumes and high-quality requirements are some of the main challenges faced by manufacturing industries today. End of line rejections and rework contribute towards increasing the component costs, which in turn affects the customer pricing or company profits. The workaround created due to rework increases the complexity of flow and contributes to the hidden factory. This paper elaborates a step-by-step approach using a case study to develop a quality filter mapping for an engine assembly line which eliminates end-of-line rejections and rework. A pareto analysis reveals the vital few defects that are occurring along the assembly line. The root causes of these defects are identified using a cause-and-effect diagram and are mapped along material flow in the assembling plant. The quality filter map can be used to integrate quality control into the process flow and thereby prevent the flow of defectives in assembly and manufacturing lines.
    Keywords: quality filter mapping; defect mitigation; step-by-step approach; assembly line.
    DOI: 10.1504/IJSOM.2021.10044246
  • Assessing the effect of marketing mix on tourists’ satisfaction: Insights from Bangladesh   Order a copy of this article
    by Afzal Hossain, Shahedul Hasan, Md Yusuf Hossein Khan, Md. Humayun Kabir Chowdhury 
    Abstract: The tourism industry has grown to be a significant contributor to a country’s economic growth. Therefore, the core intent of this study was to assess the effect of the marketing mix on tourists’ satisfaction in the contexts of Bangladesh. PLS-SEM method implied that tourists’ satisfaction was significantly and positively influenced by four factors, i.e., product, price, process, and physical evidence. The hypothetical result highlights that destination marketers or policymakers can implement into their marketing strategy and take into consideration the factors of tourists’ satisfaction which has been proposed in this study to make Bangladesh a
    Keywords: destinations; marketing mix (7P’s); tourists’ satisfaction; structural equation modelling; partial least square structural equation modelling; PLS-SEM; Bangladesh.
    DOI: 10.1504/IJSOM.2021.10044297
  • Applying Lean Practices in Retail Lending Sector of a Bank in Trinidad and Tobago: A Case Study   Order a copy of this article
    by Kuldeep Ojha, Kuldeep Ojha, Shireen Deen, Shireen Deen 
    Abstract: This study aimed to explore how the application of lean practices on the loan approval process could impacts the lending unit of
    Keywords: lean practices; waste; value-adding activities; customer; loan; process improvement; Trinidad and Tobago.
    DOI: 10.1504/IJSOM.2021.10044430
    by Fernanda P. Arantes, Maria Silene Alexandre Leite, Antonio Cezar Bornia 
    Abstract: Staff attitudes, skills, and personality traits reflect in the way how the organisation executes its actions, with a direct impact on performance. However, little is known about the abilities needed to contribute to SCI levels. In this sense, this article seeks to show that, besides technical skills, there is also a set of soft skills needed to contribute to increasing the level of SCI. From an integrative review with systematic search, based on the search and selection process of ProKnow-C method references, it was possible to compile a set of soft skills that are essential for SCI. Some of them are more focused on management positions, and others that are fundamental for all positions within an organisation. The development of these abilities through human resource management practices tends to produce extremely positive results for SCI.
    Keywords: integration; supply chain; soft skills; communication; human resources; trust; collaboration; cooperation; flexibility.
    DOI: 10.1504/IJSOM.2021.10044482
  • Mystery Shopping Considering Lifestyle Heterogeneity   Order a copy of this article
    by Hiroki Takahashi, Shohei Kawasaki, Takeshi Takenaka, Hiroshi Nishikoori 
    Abstract: A mystery shopping company accumulates numerous subjective evaluations of services by mystery shoppers in various industries. Mystery shopping companies can develop more sophisticated sending plans of mystery shoppers if they understand the tendency of subjective evaluation of each mystery shopper. We examined the possibility of using lifestyle factor scores to represent the mystery shoppers’ tendency of subjective services evaluations. Using multi-group structural equation modelling on mystery shopping data of Japanese pubs, reported by 4686 mystery shoppers, we demonstrate that their lifestyle factors influence their service evaluation. Our results suggest that considering the lifestyle of mystery shoppers provide a new avenue in understanding mystery shopping.
    Keywords: lifestyle; multi-group structural equation modelling; mystery shopping; factor analysis; service; subjective evaluation.
    DOI: 10.1504/IJSOM.2021.10044575
  • Impact of Competency Skills Interventions on Employee Effectiveness in IT Industry in India: Intermediary Role of Change Management Practices and Employee Involvement   Order a copy of this article
    by Shikha Sahai, Ashutosh Nigam, RAJIV SINDWANI 
    Abstract: Employees are an important asset of any organisation. The current study examines the impact of competency skill interventions on change management practices and employee involvement, and the effect of employee involvement and change management on the effectiveness of employees working in the Indian IT industry. Two hundred seven managerial employees participated in the semi-structured online primary survey in Delhi-NCR to record their perception regarding practices relevant to employee effectiveness in organisations. A descriptive research design has been used to fulfil the study’s various research objectives. Statistical analysis techniques correlation and regression tests have been used on the collected data, and the results demonstrate a positive and significant impact of competency skill interventions on change management practices and employee involvement. Findings suggest that the employees’ involvement in the decision-making process and efficient change management practices improve employee efficiency. The managers can use these findings to develop employee skill mapping schedules and use innovative change management practices to enhance employee efficiency in the IT industry.
    Keywords: competency skill intervention; employee involvement; change management practices; employee effectiveness; employee efficiency; India.
    DOI: 10.1504/IJSOM.2021.10044720
  • Analysis of factors influencing Internet of Things integration in Lean Manufacturing using Fuzzy TOPSIS: A case study   Order a copy of this article
    by Arun Karthikeyan, S. Vinodh 
    Abstract: Nowadays, with the support of internet of things (IoT) technology, all activities and processes are able to achieve shorter lead time and reduced waste. Thus, IoT is able to give significant benefits upon its integration with Lean Manufacturing and results in creating smart factory. Hence, this paper is focussed on analysis of factors influencing integration of IoT in lean manufacturing. 12 factors influencing IoT in lean manufacturing were identified through extensive literature review. Through fuzzy TOPSIS (a MCDM technique). the aspects/factors identified were prioritised and ranked on the basis of benefit to cost criteria. It was found that decentralised and knowledge-based decision making is the most significant factor with highest benefit criteria and least cost criteria. The last stage involved suggesting necessary improvements from IoT viewpoint for higher efficiency, which creates a new paradigm of smart factory.
    Keywords: internet of things; IoT; lean manufacturing; multi criteria decision making; fuzzy TOPSIS; smart factory.
    DOI: 10.1504/IJSOM.2021.10044761
  • Workplace productivity of service industry: evidence from public and private Banks of Bangladesh   Order a copy of this article
    by M. M. A. Khan, Ahmed Sayem, P.K. Biswas 
    Abstract: The service industry has received considerable critical attention in countries around the globe to cope with the increasing challenges of developing economies. To make the service industry competitive, enhancing workplace productivity is essential. This paper aims to address the relevance of workplace productivity with the productivity of banking services. The paper reports on a study conducted on Bangladesh’s reputed public and private banks. We adopt quantitative research using a questionnaire-based survey methodology that includes employees working in selected banks through convenience sampling. A total of 182 responses have been recorded, and SPSS v25 was used for data analysis. This study demonstrates that the strength and direction of the linkage between identified components and workplace productivity played an essential role in the productivity improvement of banking services. This study will help the practitioners manage the productivity determinant factors, enhancing the overall productivity of banks and other service-oriented businesses.
    Keywords: productivity improvement; service industry; banking services; workplace productivity; Bangladesh.
    DOI: 10.1504/IJSOM.2021.10044815
  • Evaluating the effect of logistics service quality on customer satisfaction and loyalty   Order a copy of this article
    by G. YOGANANDAN, M. Vasan, Habil László Vértesy 
    Abstract: International logistics is the critical linkage in the productivity of international supply chain operations. Notably, there are no such relevant studies during this current COVID-19 pandemic period, thus, require more evidence. Therefore, this research intends to evaluate the logistics service quality of international logistic service providers (freight forwarders) in Tuticorin, India. A questionnaire was derived from earlier studies to gather data from (N = 180) clients of freight forwarders. EFA and CFA were employed to extract variables. Further, the causal effect among the study constructs is assessed using SEM. The results confirm that tangibility, responsiveness, reliability, empathy, assurance, and value are positively correlated to the loyalty of customers whereas the safety dimension has a negative influence on it. This study proves that satisfaction also independently enhances customer loyalty. This study provides valuable insights for managers to improve customer loyalty to thrive in their business.
    Keywords: logistics service providers; international logistics; loyalty; service quality; satisfaction; supply chain management.
    DOI: 10.1504/IJSOM.2022.10044816
  • Optimal Procurement Policy for Growing Items under Permissible Delay in Payment   Order a copy of this article
    by Amit Kumar Saraswat, Ashish Sharma 
    Abstract: In the last decade, growing item industries have shown an increasing trend in production and it is expected that such industries will maintain this increasing pace in the future. Existing challenges of these industries, like mortality in the production phase and deterioration in the consumption phase, make procurement decision more complex. In this article, we established an inventory model with mortality, deterioration and price dependent demand. To increase the sales volume and profit, delay in payment policy is considered. A numerical example is presented in order to explain the solution procedure. Concavity of the profit function is discussed analytically with respect to decision variables. It has been observed through sensitivity analysis that selling price is the most sensitive among decision variables and parameters.
    Keywords: Growing items; Inventory management; deteriorating items; mortality; delay in payment.
    DOI: 10.1504/IJSOM.2021.10044947
  • A decision support framework to evaluate the main factors affecting the selection of sustainable materials in construction projects   Order a copy of this article
    by Ebrahim Aghazadeh, Hasan Yildirim 
    Abstract: In the present paper, a decision support framework is proposed to solve the problem of sustainable material selection in the construction industry. The developed framework is configured based on statistical analysis methods and a hybrid fuzzy MCDM method. By combining fuzzy AHP and fuzzy TOPSIS methods, the proposed framework was created and implemented for a case study in a mass-house building project in Iran. The purpose of the decision-making process was to choose a new optimal construction system considering criteria affecting the sustainable materials. The results of the ranking criteria showed that the most significant sub-criteria for the selection of sustainable materials were minimizing the environmental impacts (ozone depletion, etc.), life-cycle cost, capability to optimize energy consumption, compatibility with sustainable development regulations (LCA, LEED, etc.), material investment long-term cost, respectively. The results also showed that the LSF, ICF, and 3DP systems have more priorities than others, respectively.
    Keywords: decision support framework; affecting factors; sustainable material selection; factor analysis; hybrid fuzzy MCDM methods.
    DOI: 10.1504/IJSOM.2021.10045021
  • Flexible Manufacturing Competence and Capability on Product Development Performance   Order a copy of this article
    by Sunil Hwang, Seong-Jong Joo 
    Abstract: xisting studies have examined the relationship between manufacturing flexibility and firm performance using various performance measures such as operational outcomes, customer satisfaction levels, and financial results. We examine the relationship between flexible manufacturing competence and product development performance when flexible manufacturing capability partially mediates this relationship. Using Sobel’s test, we analyse survey data from the manufacturing industry in South Korea, which plays a significant economic role in the world. By controlling uncertainty factors, we confirm, first, a direct relationship between flexible manufacturing competence and product development performance (Sobel’s coefficient = 0.138) and, second, the partial mediation effect of flexible manufacturing capability on the relationship between flexible manufacturing competence and product development performance (Sobel’s coefficient = 0.174). The major managerial implication of our study is that a firm’s product development performance can be enhanced by developing flexible manufacturing competence that includes skill sets or knowledge on the flexibility of machines, labour, material handling, and routing.
    Keywords: flexible manufacturing competence; flexible manufacturing capability; product development performance; manufacturing flexibility; partial mediation; Sobel’s test.
    DOI: 10.1504/IJSOM.2022.10045254
    by Adi Ali?, Merima ?injarevi?, Hana Džudža 
    Abstract: The present study aims to revamp and supplement service quality research in the fast-casual restaurant segment by measuring the
    Keywords: service quality; service quality dimensions; fast-casual restaurants; FCRs; foodservice.
    DOI: 10.1504/IJSOM.2022.10046053
    by Niyanta Mehra, Aakriti Khurania, Kshitij Rastogi, Suresh Kumar Garg 
    Abstract: Majority of literature available on complexity in supply chain considers numerous parameters to devise management techniques. However, many of these parameters do not affect the result and can make the analysis overly complicated. This paper attempts to build a framework to study the relative significance of these complexity dimensions. A 3-tier hierarchy of complexity dimensions is proposed and mapped, on basis of intensity and ease of management, on a 5-point scale. To holistically understand nature of complexity, the sub-sub-dimensions are mapped and analysed for three industries: automobile, garment and petrochemical. Understanding these complexities open avenues for better supply chain management.
    Keywords: supply chain; supply chain complexity; industry analysis; complexity dimensions; five-point mapping; automobile industry; garment industry; petrochemical industry; complexity management.
    DOI: 10.1504/IJSOM.2022.10046158
  • Leanness Level: analysis and systematic literature review   Order a copy of this article
    by Julio Cesar Melo, Fernando Bernardi De Souza, Joao Victor Rojas Luiz, Octaviano Rojas Luiz, Renato De Campos 
    Abstract: The success of Toyota, and the spread of lean manufacturing management, has led many companies to deploy lean philosophy. However, even after the passage of time and human and financial efforts to establish lean practices, such companies have recognised the need to measure their respective leanness levels, as a means of identifying gaps and developing action plans to consolidate its implementation. Aware of this demand, academics have sought to study and develop leanness instruments, utilising techniques and methodologies such as multi-criteria decision-making, statistical calculations, surveys, case studies and the adoption of lean tools and practices, to this end. This article analyses and systematises these instruments as a means of support, as much to future research as to those practitioners who desire to measure their levels of leanness, but have not yet decided which of the instruments available in the literature to use.
    Keywords: lean manufacturing; leanness instruments; systematic review; Toyota Production System; TPS; lean production.
    DOI: 10.1504/IJSOM.2022.10046216
  • 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
  • Analysing the role of Industry 4.0 in sustainable lean manufacturing   Order a copy of this article
    by Naveen Anand Daniel, Anchal Pathak, Praveen Ravichandran,, S.V. Adith, Nirbhay Kumar 
    Abstract: Globalisation has led industries all over the country to follow sustainable lean practices to minimise the environmental impact and to maintain a high-quality for all products and business services. The implementation of sustainable lean practices has varied number of challenges. Efforts are made in this paper to analyse the most important challenge responsible for the implementation of sustainable lean manufacturing (SLM) along with Industry 4.0. The challenges were identified after a thorough literature review and with the help of industry experts. The key challenges were then processed and verified using two methodologies, best worst methodology and analytical hierarchy process (AHP). The data collected from BWM was then verified using AHP process with the help of industry experts. Finally in the end working culture was found to be the most important criteria responsible for the implementation on Industry 4.0 in SLM.
    Keywords: Industry 4.0; lean manufacturing; sustainable lean manufacturing; SLM; challenges; analytical hierarchy process; AHP.
    DOI: 10.1504/IJSOM.2021.10046299
  • Efficiency in accredited, high complexity hospitals of Bogota   Order a copy of this article
    by Liliana Pineda-Marín, Rafael Guillermo García-Cáceres, Juan Carlos Barrero-Calixto 
    Abstract: The relative efficiency of a series of accredited, high complexity hospitals of the city of Bogota is assessed through data envelopment analysis. A set of hypotheses about the performance of each hospital are tested with respect to its efficiency references. The study proposes improvement strategies for tertiary and quaternary healthcare institutions. In such doing, they measure technical, pure technical and scale efficiencies. Additionally, the evolution of technical efficiency from 2015 to 2017 is studied using Window Analysis, which shows a group of outstanding institutions that provide a reference for the sector. The strong stability of the variables that determine the performance of the institutions does not facilitate significant changes in efficiency from year to year. This suggests the possibility to implement a series of reengineering and continuous improvement tactics for each hospital or clinic, all of which would support the strategic deployment presented in this work to improve the sector.
    Keywords: tactical supply chain planning; distribution centre planning; meta-heuristics; hybrid optimisation methods; Colombia.
    DOI: 10.1504/IJSOM.2022.10046594
  • 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, Milad Tavakolian, Amir Azizi 
    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, supplier’s 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.2022.10046608
  • Dimensions of hotel service quality and its impacts on guest satisfaction and loyalty   Order a copy of this article
    by Domingos Fernandes Campos, Patricia S. R. Araujo, Daniel C. F. Campos 
    Abstract: The purpose of this paper is to evaluate the impact of dimensions of quality on the satisfaction and loyalty of hotel guests. Responses of 618 guests were launched on 41 questions about a hotel and resort, 36 related to hotel service quality performance, eight linked to satisfaction, and seven regarding the guest loyalty to the hotel. The SEM final model evaluated the moderating effects that the number of visits and gender had on the results. Results showed that contact and service and lodging dimensions maintained a direct positive impact on satisfaction. Contact and service have remained with the most significant influence on guest satisfaction. Lodging, food and drink, and value for money dimensions held direct implications on guest loyalty. The sustainability dimension did not have a direct influence on guest satisfaction and loyalty. Gender and number of visits had moderating effects on the service quality-satisfaction-loyalty chain.
    Keywords: service quality; hotel; guest satisfaction; guest loyalty; moderating effects; structural equation modelling.
    DOI: 10.1504/IJSOM.2022.10046615
    by Niyanta Mehra, Aakriti Khurania, Kshitij Rastogi, S.K. Garg 
    Abstract: Majority of literature available on complexity in supply chain considers numerous parameters to devise management techniques. However, many of these parameters do not affect the result and can make the analysis overly complicated. This paper attempts to build a framework to study the relative significance of these complexity dimensions. A 3-tier hierarchy of complexity dimensions is proposed and mapped, on basis of intensity and ease of management, on a 5-point scale. To holistically understand nature of complexity, the sub-sub-dimensions are mapped and analysed for three industries: automobile, garment and petrochemical. Understanding these complexities open avenues for better supply chain management.
    Keywords: supply chain; supply chain complexity; industry analysis; complexity dimensions; five-point mapping; automobile industry; garment industry; petrochemical industry; complexity management.
    DOI: 10.1504/IJSOM.2021.10046668
  • Manufacturers’ pricing and advertising strategies for complementary and substitute goods.   Order a copy of this article
    by Emad Roghanian, Zahra Namazian 
    Abstract: Several studies show that in the competitive global market, companies can maximize their profits by adopting appropriate strategies for pricing and advertising. This paper considers the competitiveness in the supply chain with three goods, including main good, complementary good and substitute good. The pricing and advertising strategies of manufacturers of these types of goods are considered since they have profound impacts on the manufacturers’ profits. Therefore, it proposes a mathematical model to find the optimal manufacturers’ strategies of pricing and advertising for each good by using Stackelberg game theory. In Stackelberg game theory, the main good and complementary good act as a leader due to their cooperative strategies, and the substitute good of the main good is a follower and compete with the complementary goods. Furthermore, the sensitivity analysis is presented to illustrate the effects of substitute degree and complementary
    Keywords: pricing; advertising; complementary good; substitute good; Stackelberg game.
    DOI: 10.1504/IJSOM.2021.10046672
  • The influence of branding and communication on the perception of value: a study from the perspective of medical tourism services   Order a copy of this article
    by Bruno Sousa, Gisela Alves 
    Abstract: The practice of healthcare management and medical tourism depends on successfully informing potential patients about procedure options, service excellence, treatment facilities, tourism opportunities, travel benefits and destination choice. Emerging perspectives explored include targeting profitable customers, using the strongest possible strategies for customer bonding, marketing to employees and other stakeholders, and building trust as a marketing tool in healthcare management and medical tourism contexts. Patient satisfaction appears to play an important mediating role in increasing the strength of the association between healthcare quality and patient trust in healthcare service provider (service excellence). The main purpose of this study is to analyse how relationship marketing relates to other relevant variables in consumer’s behaviour applied to healthcare management and medical tourism contexts. A theoretical model is developed specifying antecedents of satisfaction and loyalty in healthcare management and medical tourism contexts.
    Keywords: healthcare management; medical tourism; relationship marketing; service excellence.
    DOI: 10.1504/IJSOM.2021.10046757
  • How Green Supply Chain Can Transform the Economic Prosperity   Order a copy of this article
    by Muhammad Saeed Shahbaz, Zahoor Ur Rehman, Hassan Raza, Raja Zuraidah Raja Mohd Rasi 
    Abstract: The green supply chain (GSC) plays a major role in cost reduction and increased supply chain efficiency. The study aim is to determine the impact of GSC on the supply chain of the country, the purpose of which is to assess the impact of value creation on the economic prosperity of the production supply chain. Methodologically, the study used both qualitative and quantitative methods. The data was collected through interviews, and empirical verification was done through a questionnaire. The researcher interviewed the country’s employees that belong to either the economic division or supply chain. The collected data was analysed using content analysis and multiple regression through SPSS. The results reveal that creation of value creates increased market share and competitiveness and that there is mutual understanding, close relationships, and contracts between consumers and suppliers to motivate suppliers to improve product quality and reduce inventory costs over the course of time.
    Keywords: green supply chain management; economic prosperity; empirical study.
    DOI: 10.1504/IJSOM.2022.10046907
  • Does human capital affect the implementation of ISQC 1 in audit firms of non-big 4? Evidence from Jordan   Order a copy of this article
    by Zaid Jaradat, Ahmad Hardan 
    Abstract: This study presents a framework determining the impact of human capital on ISQC 1 implementation, involving non-big 4 audit firms. The study sample comprised 162 external auditors from audit firms in Jordan. From the data analyses results, it was concluded that ISQC 1 variables of ethical requirements, acceptance, and continuance of client and human resources and engagement performance have positive relationship with human capital. Negative relationship was concluded for leadership and monitoring with human capital. Auditors in Jordan are lacking in number. The Jordanian policymakers and government need to improve the effectiveness and independence of the external auditors through new regulations and laws. Additionally, the auditing profession needs to regulated more, to safeguard the economy and social stability of the country.
    Keywords: human capital; ISQC 1; audit firms; human capital theory; Jordan.
    DOI: 10.1504/IJSOM.2022.10047098
  • Prioritization of warehouse location through Analytical Hierarchy Process: A case study in a pump manufacturing company   Order a copy of this article
    by Anand Jayakumar Arumugham, Krishnaraj C, S.R. Devadasan, R. MURUGANANDHAM 
    Abstract: Warehouses play crucial roles in pump manufacturing companies by distributing the pumps to the customers at right time with low logistics cost. Hence, pump manufacturing companies are required to prioritise the warehouse location. As several criteria are to be considered, multi-criteria decision-making techniques are required to be applied for prioritising warehouse location. In the context of this observation, the research reported in this paper was carried out. While carrying out this research, the analytical hierarchy process (AHP) technique was applied in a pump manufacturing company for prioritising its warehouse location in an Indian city. This task was carried out by gathering the necessary data from the managing director of this company by supplying questionnaires. Using this data, analysis associated with AHP was carried out and prioritised warehouse location was determined. The overall inference is that AHP is a good technique to carry out warehouse location in pump manufacturing companies.
    Keywords: Pump manufacturing; Analytical Hierarchy process; warehouse location; multi-criteria decision making; priority ranking.
    DOI: 10.1504/IJSOM.2022.10047099
  • 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
  • Comparison of Selected Supply Chain Management Practices of Three Major Regional/Metropolitan Hospitals within the Context of the Dual Covid-19 and Opioid Crises   Order a copy of this article
    by Alan D. Smith  
    Abstract: The twin COVID-19 and the opioid crises have intensified the need for proper supply chain coordination among area hospitals. Hospitals are facing the difficult balancing act of striving to be lean or low cost, yet ensuring that there is sufficient excess capacity and inventories of needed medical-related supplies in theses crisis. The objectives of this study are to compare the current practices in supply chain management (SCM) of three Pittsburgh, PA-area hospitals to describe the current state, identify areas of potential improvements, and make conceptual recommendations that include strategic planning of the key performance indicators (KPI) of the supply chain using appropriate metrics and aggregate measures. Management at these healthcare organisations have taken proactive steps to ensure that modern methodologies and advanced technologies in the hospital supply chain can improve their respective strategic plan via data-driven analytics in an ever challenging operational landscape.
    Keywords: business strategy; case study; COVID-19; data analytics; General Services Administration; GSA; generic inventory package; GIP system; key performance indicators; KPIs; methamphetamine addiction; operational efficiency; opioid epidemic; public health; supply chain management; SCM.
    DOI: 10.1504/IJSOM.2023.10047133
  • The Server Allocation Problem for Markovian queueing networks   Order a copy of this article
    by Anderson Duarte 
    Abstract: Manufacturing systems often need to improve productivity to meet customer demand drastically. In the design phase of these systems, one of the most significant problems is how to allocate resources (servers) to design efficient queueing systems. Queueing networks with multiple servers, arbitrary acyclic topologies with Markovian arrivals, and services are considered in this paper. We present an approach for optimal server allocation in several topologies (series, merge, and split). The methodology uses a multi-objective heuristic strategy using the simulated annealing algorithm. Server utilisation performance is maximised simultaneously with the minimisation of the expected overall time of customers in the queueing network. Results from computational experiments show the efficacy of the proposal.
    Keywords: multi-objective optimisation; simulated annealing; productivity; expected overall time.
    DOI: 10.1504/IJSOM.2022.10047177
  • Inventory Holding of Firm During COVID 19 Pandemic: A Data-Driven Analysis of Manufacturing Industry   Order a copy of this article
    by Pushpesh Pant, Hari Vishal, S.P. Sarmah 
    Abstract: This article examines the performance impact of inventory holding in light of supply chain disruption (proxied by COVID-19 pandemic). Using a large and longitudinal dataset on 258 Indian manufacturing firms, this study has proposed empirical proxies for supply chain disruption, inventory holding, and other characteristics. The panel data regression analyses reveal that the firm’s inventory holding has a positive and significant effect on firm performance. Further, the results reveal that inventory holding increased at the rate of 0.1281 (Rs. million) per quarter during the pre-COVID-19 periods. On the contrary, the inventory holding has significantly reduced at the rate of 0.222 (Rs. million) per quarter during the post-COVID-19 periods. Finally, the results reveal that the firm performance has increased at the rate of 0.004 per quarter during the pre-COVID-19 period; however, it significantly decreases at the rate of 0.007 per quarter in the post-COVID-19 period.
    Keywords: inventory holding; firm performance; supply chain disruption; COVID-19; prowess database.
    DOI: 10.1504/IJSOM.2022.10047178
  • The Influences of Hotel Employees’ Service Innovativeness on Brand Image and Loyalty   Order a copy of this article
    by Wen-Jung Chen 
    Abstract: As tourism is being globalised, the hotel industry in Taiwan faces more and more challenges from competitors. How to shape the differentiated brand to consolidate tourist loyalty is the purpose of the study. This study selected the customers who stayed in hotels in Taiwan within two years as the subjects, and found that service innovativeness perception and brand familiarity significantly affect and closely interact with brand image, and the service innovativeness perception can enhance brand loyalty through brand image. The contribution of this study lies in integration of the concepts of service innovativeness and brand strategy from the perspective of tourists. Moreover, this study suggested that the hoteliers strengthen customers’ perception on innovativeness and familiarity with the hotel through marketing, promotion as well as questionnaire to enhance customers’ loyalty to the hotel.
    Keywords: service innovativeness; hotel brand; customer loyalty; brand image; hotel service.
    DOI: 10.1504/IJSOM.2022.10047453
  • Service quality dimension of polytechnic and its evaluation: the students perspective in Indonesia   Order a copy of this article
    by Saiful Ghozi, Setyabudi Indartono, Aji Prasetya Wibawa 
    Abstract: Polytechnic education is still viewed as a second option by students and parents. Therefore, it is crucial to improve its quality which can be pursued through one of the quality constructs, i.e., service quality. This study aimed to determine the authentic dimension of service quality, especially in the polytechnic context. A total of 235 valid questionnaires from polytechnic students in Indonesia were collected. 44-item attributes were developed. The exploratory and confirmatory factor analysis tested for unidimensionality, reliability, and validity. An importance performance analysis (IPA) was used to evaluate the service provided. This study established eight fit factors: academic, access, non-academic, facility, delivery, program issues, tuition rationality, and graduate employability. The result of IPA indicated that access, facility, and delivery were the most significant weaknesses in service quality. Thus, concentrating constructive action on said factors would produce maximum results. It was discussed in-depth in this study.
    Keywords: service quality; HEdPERF; polytechnic; importance performance analysis; IPA; students’ perspective.
    DOI: 10.1504/IJSOM.2022.10047477
  • 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
    by Amgad S.D. Khaled, Salma Ahmed 
    Abstract: The main aim of this research is to evaluate the direct and indirect effect of information technology on productivity in retail services. The study uses a survey questionnaire that was adapted from literature to measure the impact of Information Technology on Retail service productivity. Data was collected from the employees at retail stores in different cities in Indian. Further, data was analysed using two statistical software SPSS 25 and AMOS 25. The study concluded that perceiving ease of use, perceiving adoptiveness, and perceiving usefulness has a substantial effect on the profitability of retail services. However, the study found that superior functionality has no significant effect on the productivity of retail services. The study has consequences for managers in retail stores and retail workers working at retail outlets.
    Keywords: information technology; TAM; ease of use; usefulness; adoptiveness; superior functionality; employee satisfaction; retail.
    DOI: 10.1504/IJSOM.2021.10048679
  • 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 Parveen Kumar, Mahesh Chand Garg 
    Abstract: This paper analysed the gap between expectation and perception of customers about e-banking services for each service quality dimensions in selected public and private sector banks in India. For this study, a sample of top ten public and top ten private scheduled commercial banks has been taken from three selected city of National Capital Region of India. A sample size of 600 customers selected taking 10 customers from each bank by using non-probability convenience sampling through well-structured questionnaire and 578 questionnaires were used in final analysis. Service quality model (SERVQUAL) used for analyse the gap between expectation and perception of customers about e-banking service. The study found that service quality in e-banking system of selected public banks for six dimensions (tangibility, reliability, responsiveness, empathy, efficiency and privacy) was better in comparison to selected private banks. For assurance aspect, private banks had higher service quality in comparison to public sector banks.
    Keywords: e-banking; Indian banking; service quality model; SERVQUAL; service quality; India.
    DOI: 10.1504/IJSOM.2022.10049396
  • The Lean Framework for Supporting the Pharmaceutical Supply Chain Transformation   Order a copy of this article
    by Berty Argiyantari, Togar M. Simatupang, Mursyid Hasan Basri 
    Abstract: The lean principle is a system proven to address the current challenges of the pharmaceutical supply chain by eliminating waste in its processes. This study aims to identify the key success factors in lean supply chain implementation and the development of a guiding framework for the pharmaceutical industry to construct a lean supply chain. These represent phenomena which have yet to be addressed in the existing academic literature. In order to gain a perspective derived from real-life practice, experts were involved in developing and validating the frameworks which can help to identify the limitations on implementing a lean supply chain in real life. The frameworks demonstrate the alignment of these elements as key success factors and provide considerable invaluable support for the transformation underpinning operational success, while also contributing to a broadening of the existing limited body of knowledge relating to pharmaceutical lean supply chains.
    Keywords: lean supply chain; pharmaceutical; lean principle; framework; supply chain.
    DOI: 10.1504/IJSOM.2022.10049400
    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