International Journal of Services and Operations Management (141 papers in press)

Regular Issues

• Service Quality and Student Learning Outcome of Higher Education, Mediated by Student Satisfaction in Bahrain Universities  
  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
   
  
• Organizational forgetting in organizations; Identify causes and contexts using Thematic Analysis method  
  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  
  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
   
  
• Linking Supply Chain Disruptions and Manufacturing Firms’ Operational Performance in a Developing Country Context  
  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
   
  
• A Fuzzy inventory model for Gompertz deteriorating items with cubic demand and shortages under the fully backlogged condition  
  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
   
  
• DEVELOPMENT OF A WORKMANSHIP MANAGEMENT SYSTEM FOR PERFORMANCE APPRAISAL OF CONSTRUCTION PROJECTS  
  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  
  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  
  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  
  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
   
  
• EVALUATING THE THEORY OF CONSTRAINTS BUSINESS STRATEGY APPROACH FROM THE PERSPECTIVE OF THE SCHOOLS OF STRATEGIC THOUGHT  
  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
   
  
• Assessing efficiency and effectiveness in the automotive after-sales processes  
  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
   
  
• MERGERS IN BANKING INDUSTRY: SOME EMERGING ISSUES  
  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  
  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  
  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  
  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 ?  
  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]  
  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
   
  
• A QUALITY-BASED CUSTOMER SERVICE SYSTEM APPROACH  
  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  
  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  
  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  
  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  
  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  
  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  
  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  
  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  
  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  
  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  
  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)  
  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  
  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  
  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  
  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  
  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  
  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  
  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  
  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
   
  
• DETERMINANTS OF SERVICE QUALITY IN THE COVID-19 TIMES: AN ANALYSIS OF ONLINE SHOPPING IN BRAZIL  
  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  
  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  
  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  
  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
   
  
• Patient Satisfaction on Hospital care services: A study with specific reference to beneficiaries of Community Based Health Insurance Schemes in India  
  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  
  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  
  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  
  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  
  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  
  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  
  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  
  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
   
  
• SUPPLY CHAIN RISK IDENTIFICATION AND ASSESSMENT BY PROBABILITY & IMPACT MATRIX  
  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  
  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  
  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  
  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  
  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  
  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
   
  
• ANALYSING MUNICIPAL OFFICIALS’ PERCEPTIONS ON SOLID WASTE MANAGEMENT PROCESS AND CLEAN INDIA MISSION IN THANJAVUR DISTRICT, INDIA  
  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  
  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  
  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  
  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
   
  
• HOW SOFT SKILLS CONTRIBUTE TO INCREASING SCI LEVELS  
  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  
  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  
  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  
  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  
  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  
  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  
  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  
  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  
  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
   
  
• ASSESSMENT OF CUSTOMER EXPECTATIONS AND PERCEPTION IN FAST-CASUAL RESTAURANTS  
  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
   
  
• ANALYSIS OF SUPPLY CHAIN COMPLEXITY DIMENSIONS ACROSS THREE INDUSTRIES  
  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  
  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  
  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  
  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  
  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  
  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  
  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
   
  
• ANALYSIS OF SUPPLY CHAIN COMPLEXITY DIMENSIONS ACROSS THREE INDUSTRIES  
  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.  
  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
   
  
• How Green Supply Chain Can Transform the Economic Prosperity  
  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  
  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  
  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  
  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  
  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  
  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  
  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  
  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  
  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  
  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  
  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
   
  
• SERVICE FAILURE MANAGEMENT SYSTEM: EVIDENCE FROM THE INDIAN HOSPITALITY INDUSTRY  
  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  
  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
   
  
• PATIENT ENGAGEMENT AND CUSTOMER LOYALTY: THE ROLE OF VALUE CO-CREATION IN HEALTHCARE SERVICE DELIVERY  
  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.  
  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
   
  
• AN EMPRICAL STUDY OF THE ROLE OF TECHNOLOGICAL ACCEPTANCE MODEL ON RETAIL SERVICE INDUSTRY USING A MODERATION EFFECT  
  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  
  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  
  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
   
  
• EVALUATION OF QUALITY IN HEALTH SERVICES: THE CUSTOMER SATISFACTION AS AN INPUT FOR FUZZY TOPSIS  
  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  
  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
   
  
• QUALITY ATTRIBUTES IN SERVICES FOR SOCIAL COMMUNITY CENTERS: A SYSTEMATIC REVIEW OF THE LITERATURE  
  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  
  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  
  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
   
  
• INCREASING THE INTENSITY OF CUSTOMER INVOLVEMENT IN A SERVICE PROCESS  
  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  
  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  
  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
   
  
• INVENTORY OPTIMALITY APPROACH IN REPLENISHMENT AND DISTRIBUTION A MODEL IN SELECTED CEMENT MANUFACTURING FIRMS IN LAGOS STATE  
  by Adebayo Adedugba, Olaleke Ogunnaike, Busola Kehinde, GBENGA OKE 
  Abstract: Inventories do not usually follow normative linear models in the cement manufacturing firms. At best, a degree of bounded decisions rather than a boundless decision based on a trend and model of the inventory distribution and replenishment. In this study, the operational mechanism of inventories in a continuous framework within an inventory chain was examined. The study utilised the backorder inventory model, and reorder point/safety stock (normal distribution) to decide inventory volumes and optimality so as to augment profitability. Partial least square (PLS) was additionally utilised to examine the extent of inventory optimality on replenishment and distribution. The study posited that volume and inconsistency of order amount would generally be bigger and the request time lengthened while the inventories move along the echelons. The study also linked inventory optimality to replenishment and distribution decisions. Results show that inventory quantity span should be initiated by clients’ demand hence decreasing holding and order costs. Furthermore, the results also stated that optimal inventory is an important variable that maximises replenishment and distribution. Therefore, a linear relationship between inventory optimality and replenishment leads to maximal distribution.
  Keywords: inventory optimality; replenishment; distribution; profitability; maximal.
  DOI: 10.1504/IJSOM.2022.10050071
   
  
• Resilience to Sustainability: System Dynamics Modelling in E-commerce  
  by Chuks Medoh 
  Abstract: Numerous challenges are associated with doing business in African countries. These barriers are important benchmarks to advancing growth prospects in African electronic-commerce (e-commerce) companies. However, establishing the correlation between these factors and productivity has been a challenge. The impact on data available from two African e-commerce companies: Takealot (South Africa) and Jumia (Nigeria) is utilised in this work. The method merges the data collected and evaluates the intercorrelation between the factors of productivity based on items sold and revenue generated from both e-commerce companies. This is based on multi-criteria decision making. The findings demonstrate a strong positive correlation between each factor identified and productivity. The results provide practical insights on the potential impacts of industry 4.0 tools and can be considered as a reference guide for designing a resilience to sustainable e-commerce service system.
  Keywords: analytic hierarchy process; AHP; electronic commerce; Jumia; productivity; simulation; Takealot.
  DOI: 10.1504/IJSOM.2022.10050074
   
  
• Analysis of critical success factors of E-commerce service supply chain  
  by Ramji Nagariya, Venkataiah Chittipaka, Manish Mohan Baral, Bharat Singh Patel 
  Abstract: The purpose of this research is to identify, establish interrelationships and levels among the enablers of the e-commerce service supply chain (SSC). Nineteen enablers were selected after extensive literature review and suggestions of the experts. Interpretive structure modelling was used for analysing the enablers of e-commerce SSC and MICMAC analysis categorised the enablers into four clusters. For data validity and applicability an empirical case study was taken from an Indian e-commerce SSC. Major findings are that enablers
  Keywords: e-commerce; electronic commerce; service supply chain; SSC; performance improvement; interpretive structural modelling; ISM; MICMAC.
  DOI: 10.1504/IJSOM.2021.10050088
   
  
• Technology disruption and its application in organizational management theories: a case study on Toyota motor corporation (TMC)  
  by Md. Rahat Khan, Most. Tahura Pervin 
  Abstract: During the last 75 years of Toyota Motor Corporation’s (TMC) business operations, the company tried to respond to the environmental changes by adopting and implementing technology disruption and IT advancements for delivering greater value to its stakeholders. Technology disruption affects management philosophies. TMC’s business success is not just an overnight story. A long waited for innovative managerial activities and decision-making has made the dream come true for TMC. The aim of the study was to find out the technology disruption impact and alignment of management theories in organisations based on the qualitative case method. Plenty of secondary sources such as websites, blogs, books, articles, and annual reports were observed to explore this research. The study found an innovation management model in the technology disruption situation. The study will help to learn the association between technology disruption and management philosophies in the manufacturing and automobile industries.
  Keywords: disruptive technology; information technology; organisational structure; management philosophy; Toyota.
  DOI: 10.1504/IJSOM.2022.10050347
   
  
• Investigating The Effect of Market Orientation on Micro and Small Enterprises Performance in Yemen: The Moderating Role of Social Media Marketing Adoption  
  by Sabri Shaker, Noor Fadhiha Mokhtar, Nur Aishah Awi, Safiek Mokhlis 
  Abstract: This study aimed to investigate the effect of market orientation on the performance of micro and small enterprises (MSEs) in Yemen. It also aimed to examine the moderating role of social media marketing (SMM) adoption in relation to market orientation (MO). A sample of 362 MSEs in Yemen was found eligible for this study. The data was analysed using partial least squares structural equation modelling (PLS-SEM). Two analyses were undertaken, utilising descriptive statistical analysis and inferential analysis techniques, to fulfil the research objectives. The results of the data analysis demonstrated that MO and MSEs’ performance had a positive and significant association. SMM also had a significant impact on the performance of MSEs. Additionally, SMM did not moderate the relationship between market orientation and the performance of MSEs. Only a few studies have been done on MSEs’ performance and the impact of MO and SMM. Thus, this study has provided a new insight into this area of research.
  Keywords: business performance; social media marketing; micro and small enterprises; MSEs; market orientation.
  DOI: 10.1504/IJSOM.2022.10050527
   
  
• How to Control Vendor Service to Avoid Fraud in Insurance Sector  
  by Filipa Morais, Leandro Pereira, Álvaro Lopes Dias, Rui Gonçalves, Renato Lopes Da Costa 
  Abstract: The difficulty in controlling the quality of services provided by external providers, in the settlement of multi-risk claims, increases the risk of fraud and constitutes an obstacle for Insurance companies. The methodology used seeks to understand the evolution of quality control of external providers; to identify the causes of the incapacity to implement adequate controls and the main impacts of this constraint; to define the best solution to solve the problem and the benefits for the company. Although there is a greater concern, controls are still insufficient, which may create economic and financial losses, negatively impact customer satisfaction and weaken the company's image. The lack of sensitivity to fraud and the misuse of resources condition adequate quality control. Audits and the parameterization and automation of controls offer greater robustness to the company, increase security with customers and control financial waste.
  Keywords: External Fraud; Fraud in the Insurance Sector; Fraud Prevention and Detection.
  DOI: 10.1504/IJSOM.2022.10050613
   
  
• Optimal planning of oil palm fruit harvest  
  by Tatiana Gonzalez-Negrete, Rafael Guillermo García-Cáceres, John Wilmer Escobar-Velásquez 
  Abstract: The present paper deals with operational planning in the upstream link of the oil palm supply chain. A MIP mathematical model is proposed in order to optimise fruit lifting and transportation activities within plantations, seeking to improve the coordination of human resources and available equipment. The proposed stochastic bi-objective model was optimally solved under the -constraint solution procedure, with a good performance in terms of computation time.
  Keywords: operative planning of the supply chain; mathematical programming; oil palm; inbound logistics.
  DOI: 10.1504/IJSOM.2022.10050814
   
  
• A Conceptual Framework for Location of Electric Vehicle Charging Station  
  by Cintia Nurliyana, Yuliani Dwi Lestari 
  Abstract: Electric vehicles (EVs) are becoming as a viable solution to solve of vehicular greenhouse gas emissions. Despite the benefits of EVs, some obstacles must be solved before they can be widely adopted. However, there are significant social, technical, and economic obstacles to widespread EV adoption, mainly about lacking of charging infrastructure. The growth of EVs in the future will be followed by the increased number of public charging facilities. Therefore, assessing the suitable location of electric vehicle charging stations (EVCS) is an essential requirement improving the public acceptability of EV and support the implementation of EV. This research aims to create a conceptual framework for identifying optimal locations for the deployment of EVCS. In addition, understanding how to determine location of charging stations and what factors affect the selection can help stakeholders accurately identify cause and effect relationships to provide credible recommendations for both charging service providers and government decisions.
  Keywords: electric vehicle; location; charging station.
  DOI: 10.1504/IJSOM.2022.10051412
   
  
• Financial Literacy and Operational Decisions: Insights from the Entrepreneurs of Food Service Industry  
  by Aashi Khandelwal, Sarath Chandra Tangirala, Priyanka Khanzode 
  Abstract: A business to withstand in the present highly competitive market, money management is very important. At the beginning of the business, entrepreneur will have to handle all the financial and non-financial matters related to the business. For the purpose of effective financial management financial literacy is essential for the entrepreneurs. In this paper we aim to study the financial literacy of the food service industry entrepreneurs based in the Electronic City of Bangalore. The aim is to determine the relationship between the entrepreneur’s financial literacy and investment decisions. For this purpose, we had analysed the data collected from primary source by circulating the questionnaire to various entrepreneurs in the Electronic City area. The analysis has been done using the ANOVA, regression and demographic analysis to analyse the data collected. According to the findings of the research, there has been a recent growth in public understanding of finance and wealth generation.
  Keywords: entrepreneur; money management; financial literacy; operational decision; food service industry.
  DOI: 10.1504/IJSOM.2022.10051837
   
  
• Professional Competencies and Job Performance: Insights from the Healthcare sector  
  by Sharanika Dhal, Snigdha Mohapatra 
  Abstract: The healthcare sector has been facing overwhelming demands in the recent times, owing to the pandemic situation. In this regard, the healthcare professionals are burdened with long shifts, stressful work environment, and endless expectations to deliver quality patient care. Accordingly, competency levels of the healthcare professionals, especially nursing staff, play a significant role to effectively tackle the high-pressure clinical environment. The present research examines the link between professional competencies, organisational culture, and job performance of nursing professionals in an emerging country context. Based on the empirical results, professional competencies and organisational culture positively enhance job performance of the nursing employees. These findings offer newer insights on this under-explored domain to facilitate conceptual development and policy formulation.
  Keywords: nursing; competencies; job performance; organisational culture.
  DOI: 10.1504/IJSOM.2022.10051838
   
  
• An EOQ Model based on Intuitionistic Fuzzy and Cloudy Intuitionistic Fuzzy Demand Rate  
  by Surendra Singh, Tanuj Kumar 
  Abstract: This article described a classical EOQ inventory model under intuitionistic fuzzy and cloudy intuitionistic fuzzy demand rates. It is generally assumed that the uncertainty of the parameters of an inventory model is constant over time, but in reality, the uncertainty tends to decrease over time as the business of company grows in market. This study looks up the cloudy intuitionistic fuzzy number to address such type of uncertainty. At first glance, we formulate a crisp EOQ inventory model and then it is fuzzified to archiving decisions under the intuitionistic fuzzy as well as the cloudy intuitionistic fuzzy demand rate. Further, to solve an intuitionistic and cloudy intuitionistic fuzzy models, we develop two new defuzzification formulas based on Yager’s indexing method and De and Beg’s index method, respectively. Finally, a comparative analysis between the crisp, intuitionistic fuzzy and cloudy intuitionistic fuzzy models for the optimal values of average inventory cost, inventory level and cycle length is illustrated with the help of numerical example. The article is finally concluded with scope for possible future work.
  Keywords: EOQ model; triangular intuitionistic fuzzy numbers; cloudy intuitionistic fuzzy number; total average inventory cost; defuzzification; degree of fuzziness.
  DOI: 10.1504/IJSOM.2022.10051873
   
  
• Three Decades of Service Recovery Research: A Bibliometric Review  
  by Akuthota Sankar Rao, Damodar Suar, Bimal Kishore Sahoo 
  Abstract: The goal of this research is to provide a bibliometric summary of the key trends in service recovery (SR) from 1990 to 2020. Between 1990 and 2020, the study employed the Scopus database including bibliometric metrics to reflect bibliographic data, such as the total number of publications as well as citations. The paper uses the VOSviewer to map journals, keywords, as well as institutions using bibliographic coupling and co-citation evaluation, resulting in a graphical display of the bibliographic information. Findings suggest that the most productive country is the USA, and the most productive journals are service-related. Using a co-citation analysis of the past literature, three major areas pertaining to theoretical developments, the emergence of SR, and the role of frontline employees for service recovery are identified. This study is useful to understand service failure and subsequent recovery such as papers related to scientific productivity thereby adding novelty to the research.
  Keywords: service recovery; bibliometric review; three decades; co-citation; scientific productivity.
  DOI: 10.1504/IJSOM.2022.10051992
   
  
• Company Characteristics and Board Structure: Do they matter for Human Resource Disclosure of Indian Companies  
  by Dr. Kirti Aggarwal  
  Abstract: The study examines the effect of company characteristics and board structure on the level of HR disclosure in Indian listed companies. The present study has been conducted on 63 companies listed on NSE-100 Index for the time period of ranging from F.Y. 2012
  Keywords: company characteristics; board structure; human resource disclosure; LSDV regression model; India.
  DOI: 10.1504/IJSOM.2022.10052032
   
  
• Supply Chain Risk Management for Logistics Activities: Systematic Literature Review  
  by Jovanska Arfianda Imran, Liane Okdinawati 
  Abstract: The supply chain (SC) is sensitive to risk, with the major source coming from logistical activities. These risks could cost companies hundreds of millions of dollars and such consequences are not only experienced by the focal company, but it causes a ripple effect in the whole chain. Previously, there have been many literature review articles in the field of SCRM but the discussion is for SC, in general. Due to the lack of research studying the current state of SCRM literature for logistics activities, this study proposes a systematic literature review focusing only on logistics activities. Articles from Scopus and Google Scholar were analysed based on the SCRM process and the collaboration features in the SC. Based on the analysis, this literature review illustrates the role of collaboration features in the SCRM processes. Finally, we highlight the gaps in the existing literature and provide directions for future research.
  Keywords: supply chain risk management; SCRM; logistics activities; collaboration; systematic literature review; SLR.
  DOI: 10.1504/IJSOM.2022.10052152
   
  
• ?GREEN FINANCING: ANALYSIS IN INDIAN ELECTRIC TWO-WHEELER AUTOMOBILE MANUFACTURING INDUSTRIES  
  by Shashi Sawhney, Jitin Gambhir 
  Abstract: Nowadays, green financing framework has gained significant attention in automobile industry around the world. This work intends to conduct an analysis of green finance in India for manufacturing of electric two-wheelers. Typically, the electric two-wheelers help to reduce the green-house gas emissions and environmental pollutions as well as reduce the fuel consumption. Due to these factors, the electric two-wheelers are being promoted for use in India. The study includes financial mechanism supporting the evolution from conventional internal combustion engine (ICE) to electric two-wheelers. Moreover, the different types of risk factors associated to the financing of electric two-wheeler manufacturing industries have been examined. Also, the role of financial institutions (FIs) in supporting the manufacturing of electric two-wheelers is analysed with the help of public policies in India.
  Keywords: green finance; renewable energy source; RES; electric two-wheeler; financial institutions; FIs; low-carbon transition and automobile industries.
  DOI: 10.1504/IJSOM.2022.10052231
   
  
• E-HRM Delivers Better HRM Services  
  by Javad Shahreki, Audrey Lim Li Chin, Anahita Ghanad, Maniyarasi Gowindasamy, Sahar E-Vahdati 
  Abstract: It is commonly believed that the advent of electronic human resource management (e-HRM) will result in improved HRM quality of service. This study specifically addresses two requests from previous research on e-HRM; one, to highlight the significance of the interaction between technological and organisational characteristics; and two, to establish that the deployment of e-HRM results in higher-quality HRM services. The advantages of both traditional HRM and e-HRM, according to our argument, are the primary factors that determine the high quality of HRM services. The frequency with which e-HRM is used may serve as a mediator in the connection. Additionally, using the adaptive structuration theory as a foundation, the amount of mediation used may differ between high and low e-HRM appropriation. To further understand what factors contribute to high-quality HRM services, an analysis of moderated mediation is done on a sample of 351 employees from a central administration department. Our research reveals that HRM and e-HRM capabilities have a significant positive direct impact. By demonstrating that HRM capability is the key determinant of HRM quality of service, the study’s findings extend the field of e-HRM research.
  Keywords: e-HRM capability; e-HRM utilisation; HR experts; line managers; HRM quality of service.
  DOI: 10.1504/IJSOM.2022.10052300
   
  
• Process automation in a clinical laboratory of a Brazilian general hospital: co-creating value within the supply chain  
  by Paulo Sergio Altman Ferreira  
  Abstract: The objective of this work is to advance a model that explains the process of automation in the search for co-creating value within a healthcare supply chain. Automation is a collaborative effort where client organisations are key actors for the improvement of their processes. On the other hand, to integrate technology into these processes, suppliers need to access and develop the knowledge base and capabilities of organisational customers. According to these understandings, suppliers and client organisations assume value co-creating relationships. The present research applies the case study approach in a clinical laboratory of a general hospital. The research presents as a result that difficulties in process automation reflect divergent perspectives of value. These complications permeate networked interactions. The developed model proposes that value co-creation in process automation can be achieved when players explore and perform activities of a) reviewing daily practices; b) developing network value; and c) manage change.
  Keywords: process automation; technology integration; healthcare; value co-creation; supply chain.
  DOI: 10.1504/IJSOM.2022.10052302
   
  
• Global Financial Services and its Related Technology Usage  
  by Alan D. Smith, Stanko Racic 
  Abstract: A major global study was undertaken that included 20 markets and over 22,000 online interviews. The survey results were initially reported in percentages, which were used as a basis for analysis. The basic finding was that on average 1 in 3 digitally active consumers use two or more FinTech services. That is significant enough to suggest that such technology has reached early mass adoption. A common assumption is that FinTech firms struggle to translate innovation and great customer experience into meaningful numbers. The initial findings reflect considerable consumer appetite for new and innovative financial service products that take advantage of new consumer technologies, such as mobile and cloud.
  Keywords: developing economies; emerging financial markets; EY FinTech Adoption Index; 2017; financial inclusion; financial technology and usage (FinTech); technology adoption.
  DOI: 10.1504/IJSOM.2022.10053334
   
  
• Antecedents and consequences of the use of data analytics in supply chain: The Malaysian perspective  
  by Moloud Soltanian Fallahieh, Kanagi Kanapathy, Suhana Mohezar 
  Abstract: In recent years, the amount of data has grown in almost all sectors of the global economy. Firms can incorporate a data-driven supply chain strategy to gain valuable insights into improvement in product and process designs and in demand and supply management. The present study examines how technological, organisational and environmental (TOE) factors contribute as antecedents for the use of data analytics in the supply chain (DASC) and consequently on improving supply chain competitiveness and firm performance. The study contributes to the mediating role of supply chain competitiveness in the relationship between DASC and firm performance. The study adopts a quantitative methodology using a survey with 141 usable responses. The study significantly contributes to analysing the mediating effect of supply chain competitiveness and shows that supply chain competitiveness is the key through which the use of DASC would lead to firm performance.
  Keywords: technological; organisational and environmental; TOE; data analytics; big data; SCOR; supply chain performance; competitiveness.
  DOI: 10.1504/IJSOM.2022.10053388
   
  
• Psychological factors influencing the adoption of three-wheeler electric vehicles, a study on users in India.  
  by Navin Mathew, G. Varaprasad 
  Abstract: Emissions from internal combustion engine vehicles are one of the significant contributors to increased air pollution. Studies indicate that EV is one of the possible practical implications for reducing air pollution. Out of all segments, the three-wheeler is one of the most widely used because of its public transport usage. Even though electric three-wheelers (e-rickshaws) are available in the market, customers refrain from buying them. This study aims to investigate and analyse the psychological factors impacting the adoption of e-rickshaw in Patna, India. The partial least square-structural equation modelling (PLS-SEM) technique was used to analyse the data. Awareness of EVs and environmental concerns are found to be the most influential factors affecting the adoption of EVs with the help of importance-performance map analysis (IPMA). The results obtained from this study can be used by government agencies and vehicle manufacturers to make policies for faster adoption of three-wheeler EVs.
  Keywords: three-wheeler EV; adoption; PLS-SEM; awareness of EV; environmental concern.
  DOI: 10.1504/IJSOM.2023.10053617
   
  
• Industry 4.0 maturity model: an assessment in manufacturing enterprises  
  by Poliana Carneiro Gomes, Julia Carvalho Fernandes De Oliveira, Kleber José Tenório Tavares, Fagner José Coutinho De Melo, Djalma Silva Guimarães Junior 
  Abstract: This paper aims to identify the level of digital transformation of industries, based on their degree of Industry 4.0 maturity and whether they contribute to the country’s innovative environment or need to be boosted to reach a degree of expected maturity. The selected methodology was applied research, with an exploratory/descriptive, quantitative, and survey, using an online questionnaire. The maturity assessment used to analyse the industries was Acatech Industry 4.0 maturity index. The survey was applied with five industries located in Pernambuco/Brazil. The overall Industry 4.0 maturity of the studied companies was calculated as 2.49, which is still in the digitisation phase, below the minimum value to be considered mature/maturing in the scope of Industry 4.0. Besides, the studies reveal that it is important to prioritise investments in principles of Industry 4.0 and to create an innovation area in the industries that there are not yet.
  Keywords: smart factory; Industry 4.0; Industry 4.0 maturity model; technology 4.0; Industry 4.0 principles.
  DOI: 10.1504/IJSOM.2023.10053683
   
  
• Applying the Lean Principles to Improve the Organ Donation-Transplantation Process  
  by Claudia Araujo, Clarissa Gussen, Marina Siqueira, Luis Antonio Dib 
  Abstract: Despite advancements, there are persistent inefficiencies in organ donation-transplantation (ODT) processes and an increasing need for donated organs worldwide. The lean philosophy is particularly noteworthy among the management approaches pursuing greater efficiency. It has been applied to several fields, including health services, but not extensively explored within transplantation activities. This study examines the applicability of lean principles to improve ODT processes in Brazil. A multiple case study was conducted in three Brazilian State Transplant Centers with greater transplantation volume. The findings suggest overall alignment between procedures adopted by the Transplant Centers and lean thinking practices. For example, the lean principle of process' fluidity is assured through strengthened relationships with involved parties, decentralized decision-making, teams sized accordingly to local requirements, and practitioners provided with all necessary work tools. In light of the results, the Lean ODT Coordination Model is proposed, and several initiatives to increase the supply of organs are presented.
  Keywords: lean principles; lean thinking; organ donation; organ transplantation; organ donation-transplantation process; Brazil.
  DOI: 10.1504/IJSOM.2022.10053686
   
  
• Supply Chain in the Wake of COVID-19  
  by Gaurav Kumar Badhotiya, Leena Sachdeva, Gunjan Soni 
  Abstract: The COVID-19 pandemic has immensely impacted the global supply chain. Although many research articles have been published in this field since 2020, the literature is still fragmented. Recognizing this gap, this study provides a comprehensive analysis of literature published on COVID-19 and global supply chain management. The two-tier bibliometric and content analysis is performed to identify the key research themes and future research directions. A set of 273 articles published in the Scopus database during 2019 and 2021(Q3) were considered for analysis. Further content analysis of co-citation analysis emphasizes three research themes namely supply chain disruption, supply chain resilience, and control and mitigation strategies of COVID-19 outbreak. The findings highlighted that COVID-19 disruption can be minimized by information sharing, use of digital technology, and reconfiguration of supply chain. The outcome of this study led to the identification and analysis of the strategies, methodologies, and emerging focus areas for discussion.
  Keywords: COVID-19; supply chain; bibliometric analysis; content analysis.
  DOI: 10.1504/IJSOM.2023.10053910
   
  
• The Impact of E-insurance on Profitability: the Mediating Role of Competitive Advantage and Agility  
  by Mohsen Seify, Ali Sanayei, Seyed Fathollah Amiri Aghdaie, Majid Mohammad Shafiee, Dariush Mohamadi 
  Abstract: This paper aims to investigate the Impact of E-insurance on profitability, with the mediating role of agility and competitive advantage in the insurance industry, which has rarely been investigated in the previous literature. The study sample was 320 managers and experts of insurance companies in Iran. Structural Equation Modeling with the Partial Least Square approach (SEM-PLS) was adopted for analyzing the data. The results indicate that E-insurance has a positive and significant effect on profitability through agility and competitive advantage. Moreover, a positive and significant relationship between agility and competitive advantage was confirmed. This study provides insurance practitioners and managers with new insights to implementing E-insurance to gain agility, competitive advantage, and profitability.
  Keywords: E-insurance; profitability; agility; competitive advantage; the insurance industry.
  DOI: 10.1504/IJSOM.2023.10054066
   
  
• Configuring the Effect of Multidimensional Retail Service Quality and Perceived Value on Customer Loyalty towards Retailers in Malaysia: Mediated by Customer Satisfaction and Trust  
  by A. K. M. Ahasanul Haque, Naila Anwar Chowdhury, Suharni Maulan, Md Asadul Islam, Md Atiqur Sarker 
  Abstract: This study attempted to identify and provide an understanding regarding the factors that are integral for building customer loyalty towards retailers in Malaysia. A conceptual framework was developed based on prior literature. Afterwards, 361 useful data were collected from retail customers in Klang Valley through distributing self-administered questionnaires. SPSS and SEM were utilized for analyzing the data. Findings demonstrated that perceived value, customer satisfaction and trust carry significant effects on customer loyalty towards retailers. Results also showed that customer satisfaction as well as trust play the role of mediators in the association that takes place amid retail service quality, perceived value and customer loyalty. The findings will facilitate managers of retail organizations to formulate effective marketing strategies. At the same time, it is hoped that the outcomes of present study will be an important addition to literature and open the door for future research endeavors.
  Keywords: Customer Loyalty; Satisfaction; Trust; Retail Service Quality; Perceived Value.
  DOI: 10.1504/IJSOM.2021.10054236
   
  
• Exploring the Moderating Role of Environmental Uncertainty on the Relationship between Supply Chain Management and Supply Chain Performance  
  by YUHAINIS MOHD YUSOFF  
  Abstract: The aim of this paper is to see how environmental uncertainty effects the relationship between supply chain management and supply chain performance. Questionnaires were used to collect data. Finding shows that the overall environmental uncertainties is not significant to supply chain performance. Only supplier’s uncertainties have the moderating impact to supply chain performance. The findings also show a concrete prediction model that explains the supply chain management’s mediation influence on supply chain performance. As a result, the study goals that focus on the environment and supply chain performance and the direct link between supply chain orientation and SCM as a mediator are met. This findings contributes to the understanding of the environmental uncertainties impact on supply chain performance in the local automotive industry in Malaysia. Future research is suggested to explore this framework into other industries in Malaysia.
  Keywords: supply chain performance; SCP; supply chain orientation; SCO; supply chain management; SCM; environmental uncertainty; automotive industry.
  DOI: 10.1504/IJSOM.2023.10054430
   
  
• When 'more' is not 'enough' in restaurants: Do the challenge demands and service recovery performance compel a negative influence of the service recovery system on customer justice perceptions  
  by Abhishek Rao, Yogesh Pai, Sethumadhavan Lakshminarayanan, Nandan Prabhu 
  Abstract: This paper examines the service recovery system's influence on restaurant customer justice perceptions. Besides, this paper explores the mediating pathways of the service recovery system-customer justice perceptions relationship. This research has used the time-lagged two-wave research design and the multi-source method for the data collection on the study's constructs, i.e., service recovery system, challenge demands, service recovery performance, and customer justice perceptions. This study has tested a model of the service recovery system-customer justice perceptions relationship by drawing a sample of 1085 customers and 168 managers of 31 Indian restaurants. The study's results show that the service recovery system influences customer justice perceptions positively. Besides, the study also reveals that challenge demands and service recovery performance negatively mediate the relationship between the service recovery system-customer justice. The study's findings indicate that 'more' is insufficient for service recovery
  Keywords: Service recovery system; challenge demands; Recovery performance; customer justice perceptions.
  DOI: 10.1504/IJSOM.2023.10054453
   
  
• Redesigning human vaccines supply chain network post-Covid-19 pandemic: a case study of Iran  
  by Malihe Lahmi, Arash Nemati, Abdul Sattar Safaei 
  Abstract: The emergency need for vaccination during the Covid-19 pandemic has reminded the significance of having an efficient vaccine supply chain network. The fact that the Covid-19 vaccine(C19V) is a newly added member of the vaccine basket highlights the importance of redesigning the current vaccine supply chains, particularly in countries with some existing vaccine manufacturers. In addition, the economic and social drawbacks of the Covid-19 pandemic have led to the vagueness of some factors, such as birth rate and childhood vaccine demand. Hence, this paper proposes a fuzzy multi-period mixed-integer mathematical model to modify the current vaccine supply chain to deal with new challenges after the Covid-19 pandemic. The proposed model is solved using the CPLEX solver in a case study from Iran. Results show that Iran needs four new vaccine manufacturers and eight distribution centers to handle the vaccine transmission between factories and all customers in the new vaccine supply chain network.
  Keywords: Covid-19 pandemic effects; Covid-19 vaccine; Location-allocation-inventory problem; Optimality grade; Redesigning supply chain network; Uncertain demand; Vaccine supply chain; Vague vaccine waste rate.
  DOI: 10.1504/IJSOM.2023.10054458
   
  
• The Impact of student engagement on student loyalty and commitment  
  by Seongwon Eum 
  Abstract: The changing higher education in Korea due to the declining college-age population and movement of students to different universities within Korea and abroad has driven studies on student loyalty in Korea. This study examines whether student engagement has a positive effect on student commitment and loyalty. Data was drawn from the National Assessment of Student Engagement in Learning (NASEL) survey responses of 342 undergraduate students in Korea. We created a measurement and structural model using Smart PLS 3.0. The findings of this study suggest that student engagement has a direct effect on loyalty and commitment. This finding supports the notion that engagement is an important factor that drives student loyalty and commitment. To enhance student loyalty, higher education institutions should recognize the value of making academics more challenging, encouraging learning with peers and experiences with faculty, and improving the campus environment.
  Keywords: student engagement; student commitment; student loyalty; NASEL; student retention.
  DOI: 10.1504/IJSOM.2021.10054462
   
  
• Development & Validation of Business Excellence Framework for Indian Service MSMEs  
  by Unnikrishnan PM, Jyoti Tikoria, Arun Kumar Agariya 
  Abstract: In today's highly dynamic business environment, excellence is the key to the success of any business. Business excellence models play an important role in promoting and assisting organizations towards achieving enhanced performance. Achieving business excellence is very important in the case of MSMEs (micro, small and medium enterprises) as this sector contributes significantly to the economic growth and prosperity of a country. The aim of this study is to understand the current status of business excellence implementation in Indian service MSMEs with an end goal of coming up with a simple business excellence framework specifically for the service Indian MSMEs. The study suggests a unique business excellence framework for service MSMEs by identifying the success factors of business excellence from the perspective of service MSMEs. The proposed business excellence framework is a simple hands-on model which MSMEs can seamlessly implement in their organizations and reap the benefits in short period.
  Keywords: Business excellence; Service Excellence; Performance enhancement; MSME; Success factors.
  DOI: 10.1504/IJSOM.2023.10054581
   
  
• Employee involvement practices in lean manufacturing: a multi-method approach  
  by Nayara Cardoso De Medeiros, Moacir Godinho Filho, Mario H. B. M. Callefi, Gilberto Miller Devós Ganga 
  Abstract: This research aims to identify the primary practices that drive employee involvement efforts in lean manufacturing. We adopted a multi-method study methodology based on two methodological phases. First, we identified a preliminary listing of practices by conducting a systematic literature review (SLR). Second, this list has been validated by seven experts. The main result is a list of 15 employee involvement practices in lean manufacturing. Considering the characteristics of these practices, they were classified into three categories: motivation practices; human resource management (HRM) practices; and operational practices. The most referenced practices in the literature are those connected to motivational elements, namely Group decision-making; education programs, training, and personal development; promoting empowerment and autonomy to employees; and management support. The results of this study can aid managers who want to establish programs for improving employee involvement in lean systems to build a more collaborative environment.
  Keywords: employee involvement; lean manufacturing; lean implementation; systematic literature review; SLR; human resource management; HRM.
  DOI: 10.1504/IJSOM.2023.10054612
   
  
• Validating the relationship of information technology in the service supply chain: A Developing Country Perspective  
  by Manish Mohan Baral, Rita Roy, SUBHODEEP MUKHERJEE, Venkataiah Chittipaka 
  Abstract: Information technology (IT) in the service supply chain (SSC) plays an important role in achieving competitive advantages. IT helps service firms to grow their business more and more. The objective of this study is to create and validate the relationship of IT with its process capabilities and SSC. A relationship with IT management and demand management (DM), customer relationship management (CRM), supplier relationship management (SRM), service performance management, capacity and resource management, order process management (OPM) process, and service SC. Thirteen hypotheses were proposed for the study, out of which ten were accepted. The data are collected using the questionnaire method from the leading service firms in the country.
  Keywords: information technology; service supply chain; SSC; service firms; competitive advantages; questionnaire.
  DOI: 10.1504/IJSOM.2023.10054673
   
  
• Tendency to innovate as the mediator of knowledge management and business performance  
  by Morteza Raei Dehaghi, Ali Chitsaz Esfahani, Hasan Hosseini 
  Abstract: Knowledge management can play an important role in increasing efficiency and success of organizations The present study aimed to investigate the effect of knowledge management on business performance with the mediating role of tendency to innovate in small and medium-sized industries in Mobarakeh Industrial Town The present study is applied in terms of purpose and has a quantitative approach, and is descriptive and correlational in terms of method The statistical population of this study consisted of all managers of small and medium-sized enterprises of Mobarakeh Industrial Town who were 409 active companies Sampling was performed by simple random sampling using Morgan Table through which 118 people were selected The Knowledge Management and Business Innovation Questionnaire, was used to collect the data Data analysis was performed through structural equations Based on the obtained results, the relationship between knowledge management and innovation and business is positive, meaning that the more is knowledge
  Keywords: Knowledge Management; Business Performance; Tendency to Innovate; Small and Medium-sized Enterprises.
  DOI: 10.1504/IJSOM.2021.10054707
   
  
• Assessing mobile wallet service quality using Analytic Hierarchy Process and Fuzzy Evaluation Method  
  by Ashwarya Kapoor, RAJIV SINDWANI, Manisha Goel 
  Abstract: The aim of the current study is to determine the overall m-wallet service quality (MSQ) score using a hybrid approach. Five service quality dimensions and their indicators relevant in context of mobile wallet (m-wallet) were identified through extensive review of literature. Then, a two phased integrated methodology was applied to evaluate MSQ. In the first phase, analytic hierarchy process (AHP) was utilised to prioritise the identified MSQ dimensions and indicators. In the second phase, fuzzy evaluation method (FEM) has been utilised to ascertain service quality scores of identified dimensions and to determine overall service quality score of a m-wallet service provider. The overall score was calculated as 56.31, which is
  Keywords: mobile wallet service quality; analytic hierarchy process; AHP; fuzzy evaluation method; FEM; prioritisation; service quality score.
  DOI: 10.1504/IJSOM.2023.10054803
   
  
• Pricing strategies of carbon emission allowances in the blockchain technology era  
  by Xiaon Nan Zhang, Yi Qu, Xiu Bin Gu 
  Abstract: The price of carbon emission allowance directly affects the enthusiasm of market entities to participate in carbon trading, and the application of blockchain will affect the carbon emission allowance price. In this study, the pricing model of carbon emission allowance is constructed and the pricing strategies of carbon emission allowance in the common carbon trading platform (CCTP) and blockchain carbon trading platform (BCTP) are discussed. The results show that emission reduction enterprises and speculators need to dynamically adjust their pricing strategies according to the purchaser preference, historical transaction price, the amount of platform’s supervision and service, commission rate and competitors’ strategies to ensure their own income maximisation The deployment of blockchain on the platform can improve the supervision and service, and enable carbon trading to form the optimal transaction price under the free competition of the market. This research provides inspiration for participants of carbon trading system.
  Keywords: carbon emission allowance; carbon trading; price strategy; platform’s supervision and service; blockchain application.
  DOI: 10.1504/IJSOM.2023.10054817
   
  
• A Simulation-Based Study to Evaluate and Improve University Parking Space  
  by Rabih Firaoui, Sharfuddin Ahmed Khan, Shahriar Alam, Jehad Abu-Shamleh, Bilal Marzouki, Ibrahim Elabed 
  Abstract: Parking is a key part of any transportation program. University is facing the problem of not being able to fulfil the demand of the parking lots to meet the students’ needs. Based on the statistics, in a certain university, the number of engineering students is variable over the past five years and mostly is in increasing, while the number of parking spaces at engineering college men’s parking has been stable over these five years. In this study, the current situation in the engineering college men’s parking conditions of that university has been analysed and evaluated using simulation. This study has implemented a discrete event simulation model and data collection techniques to help in rational decision-making to figure out what might be the best solution for the parking lots. Verification and validation for the acquired model have also been conducted.
  Keywords: simulation; university parking evaluation; university parking improvement.
  DOI: 10.1504/IJSOM.2022.10054894
   
  
• Exploring the impact of e-commerce on mobile phone customer behavior based on data mining techniques  
  by Gia Minh Dao, Nhat Khang Nguyen, Thanh Bao Le, Le Song Thanh Quynh 
  Abstract: Nowadays, the internet and its associated technologies have created a low-cost and efficient means for businesses to build an electronic sales channel such as e-commerce. Despite the expeditious development of this approach, the contributions of e-commerce towards the mobile phone market are not efficiently utilised. Therefore, this study aims to investigate the behaviour of mobile phone customers in the e-commerce market and cluster the prioritised segments. First, we conduct a short review of literature among the 28 related researches to determine the appropriate factors and techniques. Then, the meaningful factors are adjusted into corresponding items for the questionnaire. Eventually, the data gathered from 339 undergraduate students in Vietnam National University, Ho Chi Minh City are analysed by k-means clustering and attached meaningful representation for the four cluster groups. Overall, the study applies cluster analysis in both mobile phone and e-commerce markets, then interprets four distinct customer groups with managerial implications.
  Keywords: data mining; mobile phone market; e-commerce; internet shopping; market segmentation; cluster analysis; k-means; customer relationship management; customer segmentation; segmentation analysis.
  DOI: 10.1504/IJSOM.2023.10054918
   
  
• Inception, Growth and Efficiency of Small Finance Banks (SFBs) in India: An empirical study  
  by Padmasai Arora, Hitesh Arora 
  Abstract: This study traces the origin and operations of small finance banks (SFBs) in India. Using input oriented data envelopment analysis, efficiency scores are computed for 2017
  Keywords: small finance banks; SFBs; India; efficiency; banking; data envelopment analysis; DEA.
  DOI: 10.1504/IJSOM.2023.10054975