Forthcoming articles

International Journal of Services and Operations Management

International Journal of Services and Operations Management (IJSOM)

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International Journal of Services and Operations Management (128 papers in press)

Regular Issues

  •   Free full-text access Open AccessLean Practices and the Adoption of Digital Technologies in Production
    ( Free Full-text Access ) CC-BY-NC-ND
    by Robin Von Haartman, Lars Bengtsson, Camilla Niss 
    Abstract: The use of Lean principles has long enabled the improvement of efficiency and competitiveness in manufacturing firms, but during the last decade, advanced digital and automated solutions have been more in the spotlight. It has been suggested by some authors that Lean and digitalisation are mutually exclusive, although most authors now agree that the two are indeed compatible. It thus seems that the most urgent question is not whether Lean and digital technologies can be combined, but rather how. This paper uses a large-scale survey of manufacturing units in Europe to explore the relationship between three types of Lean production practices and the use of digital technologies in production. The analysis shows that three types of Lean practices Lean flow, Lean work organisation and Lean human resource management are strongly associated with firms adoption of digital technologies in production by manufacturing firms. Based on the results it is suggested that, as a theoretical explanation, a firms experience of Lean may act as an absorptive capacity when adopting digital technologies. A number of practical explanations are also provided, e.g., that systematic improvement efforts are also beneficial when implementing digital technologies.
    Keywords: Digitalisation; Lean practices; manufacturing strategy; absorptive capacity; Industry 4.0.

  • A Study on the Impact of Backorder Sales on an Integrated Supply Chain   Order a copy of this article
    by Ratna Kumar K, Radha Ramanan, Sridharan R 
    Abstract: The integrated procurement, production and distribution planning (IPPDP) problem consists of multiple suppliers who supply raw materials to multiple plants to produce a single product to meet the demand in multiple time horizons. The present research focuses on the analysis of the effect of backorders on the IPPDP problem in a three-echelon supply chain that consists of suppliers, manufacturers and retailers. The IPPDP problem is formulated as a mixed integer linear programming (MILP) model and the optimal solution is obtained with the solver LINGO. The total net profit obtained for the scenario involving lost sales is compared with that for the scenario which involves lost sales and backordering. For a set of problem instances, an increase of 10.29% in the average total net profit and 4.80% in the average fill rate is obtained for the lost sales and backordering scenario compared to the lost-sales-only scenario.
    Keywords: Integrated procurement; production and distribution; backordering; lost sales.

  • Investigating the role of moderating the quality of working life on the relationship between Psychological capital and organizational citizenship behavior   Order a copy of this article
    by Seyed Hasan Hosseini, Ammar Arabi Jeshvaghani, Alireza Akbarzadeh, Mohsen Habibi 
    Abstract: Present research examines the relationship between Psychological capital and organizational citizenship behavior, with mediation of quality of working life. The research statistical population included the staff and faculty members of Azad University in Isfahan. Required data were collected based on research model and through distributed questionnaire among staff and faculty members and for investigating the relationship among variables and testing hypotheses, multi-variable regression and structural equations (path analysis) have been used. Validity of the questionnaires was examined and verified consulting the university professors and experts, and the questionnaires reliability was determined by calculating their Cronbachs alpha, that, indicating adequate reliability of them. The results have presented that in confident level of 95 percent, there is a significant and positive relationship between psychological capital and the quality of working life as well as psychological capital and with organizational citizenship behavior. The variable of working life quality has also significant and positive relationship with organizational citizenship behavior. The other finding of research was the significant effect of mediating variable of working life quality according to relationship between psychological capital and organizational citizenship behavior.
    Keywords: psychological capital; working life quality and organizational citizenship behavior.

  • Recycle versus Buy Scenarios in Manufacturing Strategy Decisions: An Empirical Study   Order a copy of this article
    by Shellyanne Wilson 
    Abstract: This paper examines the Recycle versus Buy decision-making process, which is becoming a critical decision area for companies operating in the plastics, paper, rubber and metal industries. Via the use of scenario analysis, applied in an in-depth case study that uses plastic buckets for packaging, decision alternatives and uncertainties are considered. The scenario analysis produced nested scenario logics, comprising four bases: Volume of Used-Material Collected; Cost of Used-Material Collection; Cost of Virgin Material; and Performance of New Product Made with High / Low Ratio of Virgin Material to Recycled Material, resulting in 16 possible scenario combinations. For each combination, market, technical and financial feasibility are examined. For each scenario, a single decision alternative was selected from these four possible decision alternatives: Full Backward Integration, Taper Integration, Partial Integration and No Integration
    Keywords: manufacturing strategy; decision making; Recycle versus Buy; scenario analysis.

  • Customer-focused Supply Chain Strategy: Developing 4Rs Framework for Enhancing Competitive Advantages   Order a copy of this article
    by Pankaj Madhani 
    Abstract: Customer-focused supply chain strategy helps firms to respond consumer demand in real-time; provides a superior customer experience; trims overall costs and optimizes productivity. Firms that effectively implement customer-focused supply chain strategy are much more likely to achieve better corporate performance in terms of sales, profitability, market share and even customer satisfaction. Customer-focused supply chain also enhances capabilities of the firm to adapt to the rapidly changing business environment. In customer-focused supply chain strategy, supply chains are much more customer focused - they deliver great service at lower cost and a key ingredient of their success is strong emphasis on responsiveness, resiliency, reliability and realignment (4Rs) among supply chain partners, where all are focusing on customer value proposition. This research has developed various frameworks and presented various case studies to emphasize 4Rs as important drivers of customer-focused supply chain strategy.
    Keywords: Customer focus; Supply chain; Customer-focused Supply Chain Strategy; SCM; responsiveness; resiliency; reliability,realignment.

  • A mathematical model and NSGA-II algorithm for bi-objective grid scheduling problem with quality of service satisfaction   Order a copy of this article
    by Kamran Kianfar, Shayan Barafkandeh 
    Abstract: Computational grids consist of the innovative technologies of the new era, which seek to accelerate performance through distributing tasks on computing resources. A grid system makes it feasible to run great computing operations through the connected processors. In this article, a bi-objective problem of grid scheduling based on quality of service concept is discussed. The first objective is to increase the profit earned from customers and the second, to increase the utilization of computational resources. A mathematical programming model is proposed for the problem and a meta-heuristic NSGA-II algorithm is designed and customized for the problem. In the numerical analysis, by drawing Pareto diagrams and analyzing the sensitivity thereof, the efficiency of the proposed methods and the effect of different parameters of the problem on both the methods are assessed. According to the results, the proposed NSGA-II algorithm is highly efficient in terms of solution quality and run time.
    Keywords: Grid scheduling; Quality of service; Mathematical model; NSGA-II algorithm; System utilization; Acceptance/rejection of tasks.

  • Operational Efficiency to Financial Efficiency- A case study on “Apparel Sector” in Sri Lanka   Order a copy of this article
    by Nirma Sadamali (N.S) Jayawardena  
    Abstract: This is an era of economic instability and high inflation in Sri Lanka. Apparel sector is the largest gross export which contributes as the largest net foreign exchange earner from 1992 in Sri Lanka (Dheerasinghe, 2009). In 2002, the apparel industry in Sri Lanka contributed almost 6% of the GDP with a primary foreign exchange value of 40% from exports and 52% from industrial products exports (Embuldeniya, 2015). As a leading apparel brand in Sri Lanka, the ABC Company continuously faces a decreasing movement in operational efficiency. This research examines the factors affecting towards the operational efficiency of the ABC Company to avoid operational inefficiency. Therefore, as a major finding of the study, it has identified the inventory management as the most largely affecting factor towards operational efficiency and the second highest influencing factor as the labour productivity. The least influencing factor is the information system management.
    Keywords: Economic stability; Major export; Apparel industry; Operational efficiency; Financial efficiency; Sri Lanka.
    DOI: 10.1504/IJSOM.2020.10014526
  • The impact of lean practices on operational performance in the Banking Sector: An Empirical Investigation   Order a copy of this article
    by Jamal Ahmed Al-Doori  
    Abstract: Banking is considered as the backbone of any country even due to the unfavourable condition like war and internal disputes banking sector in the Middle East is in operations. However, to make these operations sustainable, continuous improvement is essential. It has been proved in the literature that lean approaches enhance the performance for not only manufacturing sector but also service sectors. The aim of this study is to explore the potential benefits of lean approaches in the banking sector of Jordan. Three most effective approaches are total quality management (TQM), 5S services and Kaizen have been adopted and applied. A questionnaire has been developed and distributed by convenience sampling in all banks of Jordan. A total of 232 responses have been considered and SPSS 23 has been used for data analysis. The results revealed that all three approaches positively and significantly enhance the operational performance of banking sector. This study will help the managers of banks to make their operations more efficient and productive. For further studies, there is need to test more approaches and especially qualitative investigation to more explore the lean concept.
    Keywords: Lean production; Lean practices; Operational performance; Large manufacturing.
    DOI: 10.1504/IJSOM.2020.10015488
  • An Integrated Mathematical Programming Model for a Dynamic Cellular Manufacturing System with Limited Resources   Order a copy of this article
    by Seyed Taghi Akhavan Niaki, Esmaeil Mehdizadeh, Mansour Shamoradifar 
    Abstract: This paper proposes an integrated integer nonlinear programming model for a concurrent cell formation and production planning problem in a dynamic cell-manufacturing system (DCMS) with limited resources to setup cells and to procure machines. The proposed model seeks to minimise the total costs associated with the production planning and the cell construction and formation under a dynamic system. To validate the model, it is first converted to a linear programming. Then, a numerical example is presented based on which the branch and bound method is used to solve it employing the Lingo 8 software. Besides, due to NP-hardness of the problem, two meta-heuristic algorithms namely a GA and a PSO are utilised to solve large-scale problems. In addition, the Taguchi method is used to calibrate the parameters of the meta-heuristics in order to find better quality solutions. Computational results confirm the efficiency and the effectiveness of the proposed solution algorithms.
    Keywords: Dynamic cellular manufacturing system; Production planning; Cell formation; Mathematical programming; Limited resource; Genetic algorithm; Particle swarm optimization.
    DOI: 10.1504/IJSOM.2020.10015720
  • The management of customer requirements in a Product-Service System (PSS) context: a case study in the medical equipment sector.   Order a copy of this article
    by Nicolas Haber, Mario Fargnoli 
    Abstract: The paper addresses the evaluation of customer requirements in the implementation of services in a Product-Service System (PSS) context. The extension of services has expanded considerably, yet their correct combination with products is still problematic to manufacturers. Services are characterized by ambiguities and vagueness, hindering their effective implementation. Conventional product design tools such as Quality Function Deployment (QFD) are limited when comprehending the intangibility of services and hence evaluating and prioritizing customer requirements. To address this topic, QFD is adapted to a service context through the integration of the fuzzy logic and the Analytic Hierarchy Process (AHP) as a means of reducing inaccuracies. The approach is applied to a case study in the medical field and its results are compared to the traditional QFD to analyse its outcomes and the effectiveness of the augmentations in increasing the usefulness of QFD in a PSS context.
    Keywords: Service requirements; product-service systems; customer requirement prioritization; quality function deployment; analytic hierarchy process; fuzzy logic.

  • Restoration of Managers Work Identity in Service Departments: the Role of Service Operations Design   Order a copy of this article
    by Ayham Jaaron 
    Abstract: Strategies used for regulating and improving service departments managers (SDMs) valued identity at work through viable and sustainable models of operation are relatively missing. This is particularly true when one considers the paucity of previous studies that have explored the linkages of service operations designs and the construct of SDMs work identity. This paper, using the lens of identity theory, explores the impact of creating an appropriate service operations design, using systems thinking principles, on the restoration of SDMs work identity and behaviour. Using multiple-case study approach in three organisations service Departments in the UK, the results demonstrate that the systems thinking for service operations design is an enabler for promoting dramatic changes to the role of SDMs in the workplace. These dramatic changes are resembled by the creation of a transformational management style, changing the role of SDMs from employees monitors to supporters, and adoption of new discursive practices that are embracing more people-cantered perspective. While the paper introduces an interesting theorization of managers identity with systems thinking methodology, it also contributes, for the first time, a discussion of managers identity theory to the service system design literature in a highly-demanding business environment.
    Keywords: work identity; service operations design; service departments; managers’ identity; systems thinking; personnel development; human resources.

  • Kaizen costing as a culturally-based tool: a Portuguese case-study.   Order a copy of this article
    by Amelia Ferreira-da-Silva, José Pereira, José Vale, Vera Morais, Carla Magalhães 
    Abstract: In the 1970s and 1980s, Japanese success was explained by its culture, and entrepreneurs from the West realised that productivity is not reducible to rationalism and technology. Indeed, nowadays it is well recognised that what best distinguishes an organisation from its competitors are not physical and tangible characteristics. Intangible dimensions, like organisational culture, play an important role in organisational success or failure. This research argues that organisational culture interacts with kaizen costing so that effective implementation of kaizen requires a special organisational cultural puzzle. A qualitative approach was adopted. The case study method was used to understand how kaizen costing interacts with organisational culture. The findings suggest that effective implementation of kaizen costing requires a high level of culture coherence. Further research is necessary before we can consistently generalise our conclusion. However, our findings bring new insights to the role of low-level workers in effective implementation of strategic options like kaizen and highlight the importance of intangible assets like organisational culture. This article draws attention to the tenuous frontier between kaizen costing and lean production, and it puts organisational culture on the centre.
    Keywords: Japanese Management Accounting; Kaizen Costing; Organizational Culture; Organizational Change; Qualitative Research.
    DOI: 10.1504/IJSOM.2020.10015899
    by VASANTH KUMAR DAMODARAN, Madhan Mohan G, Mohanasundaram K.M 
    Abstract: Value stream mapping (VSM) is an operative tool in lean manufacturing that supports current state mapping and future state mapping which helps to identify the possible potentialities. It increases the value added activities in production process by eliminating non-value activities and reducing the work-in-process. This paper signifies the implementation of VSM in a garment industry, as a start-up to lean manufacturing. Initially, an analysis with VSM is performed to determine the processes and material flow. It describes the current state for existing position and future state for the proposed development plan, particularly segregating value activities and non-value activities. Based on the outcomes, the fulfillment of value stream implementation are reduction in production time, inventory level and lead time.This implementation of VSM in middle range garment industry shows significant improvements. Hence, the understanding of this implementation is essential to adapt in similar garment industries to identify improvements in small and medium scale industries.
    Keywords: Garment industry; lean manufacturing; value stream mapping.

  • A comprehensive model to prioritize lean tools for manufacturing industries: A fuzzy FMEA, AHP and QFD based approach   Order a copy of this article
    by Bhuvanesh Kumar M, Parameshwaran R 
    Abstract: This paper describes a start-to-end Lean Tools (LTs) selection model for manufacturing industries. The integrated model utilizes Value Stream Mapping (VSM) and plant layout for identifying wastes from current state of the organization. For prioritizing the wastes along with associated risks, Failure Mode and Effects Analysis (FMEA) is adopted. Selection of LTs is done using Analytic Hierarchy Process (AHP) and House of Quality (HoQ). This model utilizes Fuzzy Logic (FL) to convert the linguistic judgements into numerical values for computation. Future state map deployed with the shortlisted lean tools is developed to compare current and future states. The model is applied in PVC pipe manufacturing industry and the results show notable improvements. The raw material saving of 2.5 kg, 3% reduction of value added time, 7% reduction of non-value added time and 5% reduction of lead time in the production of PVC pipes per batch are obtained in future state.
    Keywords: Lean Manufacturing; Value Stream Mapping; Fuzzy Analytic Hierarchy Process; Fuzzy Failure Mode and Effects Analysis; Fuzzy Quality Function Deployment; Continuous processing industry.

  • An Empirical Study on Kaizen Events in Indian Small and Medium Enterprises   Order a copy of this article
    Abstract: Purpose: Striving to keep up the competition, SMEs (Small and Medium Enterprises) in India have been deploying many process improvements through various innovative measures. This paper is designed to analyze Kaizen Events with a few live case studies . The uniqueness of this paper is that Kaizen ideas are based on energy conservation to enhance industrys margins and profitability. When corresponding events are practiced in SMEs, it shall also support Government of Indias mission in meeting energy conservation targets apart from market competition. Design and Methodology: This paper is based on case study research design methodology from Industries. Case studies are deployed for collecting data on energy savings. Tools adopted in the studies are based on Lean-Kaizen structure. Calculations for conversion of energy savings to carbon emissions are assumed from International conventions on energy. Findings: Case studies leading to reduction of primary energy sources like, LPG, Diesel and Coal and also ,secondary sources reduction like Electricity are tabulated. Carbon emission reductions arising out of energy savings are the by-product of this study. Due to space constraints in this paper other intangible outcomes like On-Time-Delivery, customer satisfaction index are all not covered . Originality Value: This paper dedicated on energy conservation deploying Kaizen Events is one of the first initiative as observed from available reputed International Journals on Kaizen topics. Keywords: Kaizen, Kaizen Event, SME (Small and Medium Enterprises), Energy Conservation, Tangible and Intangible Outcomes Paper Type: Case study
    Keywords: Kaizen; Kaizen Event; SME (Small and Medium Enterprises); Energy Conservation; Tangible and Intangible Outcomes.

  • Quantifying the factors affecting the 5S implementation in manufacturing organizations using Graph theory and Matrix method   Order a copy of this article
    by Rajesh Attri, Noor Zaman Khan, Arshad Noor Siddiquee, Zahid A. Khan 
    Abstract: The main purpose of current research work is to evaluate the effect of various factors in the successful implementation of 5S. For this purpose, a systematic methodology based on graph theory and matrix (GTM) method has been utilised for the computation of implementation index. An example has been proposed to demonstrate the methodology. The main consequence of this work is that manufacturing organisations can find the weak links in their 5S implementation process. Moreover, the organisations can compute their implementation index value to judge their readiness for the successful implementation of 5S.
    Keywords: 5S; factors; implementation; digraph; matrix; permanent function; index.
    DOI: 10.1504/IJSOM.2020.10016186
  • Enhancing the Operational Performance of Mail Processing Facility Layout selection using Multi - Criteria Decision Making Methods.   Order a copy of this article
    by Sengazhani Murugesan Vadivel, Aloysius Henry Sequeira 
    Abstract: Generally, facility layout design (FLD) has a significant impact on the performance of a manufacturing or service industry which comes under multi-objective problem. Facility layout design is aimed to streamline the work flow and increasing the productivity. This paper attempts to incorporate multi-criteria decision making process (MCDM) methods to find the optimum layout to improve the operational performance through lean service, workplace environment and ergonomics approach. Layout design focuses on identification and elimination of waste (non-value added activities) and comfortable workplace environment with suitable ergonomics conditions in order to achieve the target production. The proposed methods are exemplified through practical applications in Indian postal manual speed post sorting facility layouts. In this case study, we have proposed three methods: analytical hierarchy process (AHP), technique for order preference by similarity to ideal solution (TOPSIS) and fuzzy TOPSIS. Empirical results are encouraging for implementing feasible methods in solving a layout design problem.
    Keywords: AHP; Fuzzy set theory; Facility layouts; Multi criteria Decision Making; Mail operations; TOPSIS.
    DOI: 10.1504/IJSOM.2020.10018620
  • Mapping heritage tourism service quality using Kano model: A case study of Indian tourism   Order a copy of this article
    by Ashutosh Pandey, Rajendra Sahu 
    Abstract: This research tries to understand the needs and perception of inbound tourists visiting Indian heritage sites through the application of kano two- dimensional quality model. An attempt has been made to provide suggestions for improving service quality at cultural and historical heritage sites in India, which would further improve the tourist satisfaction, foreign tourist inflow, foreign exchange earnings and ranking of Indian tourism worldwide. The study indicated that out of 24 service quality items classified by the Kano model, one dimensional and indifferent quality elements were large in numbers. This study suggested that heritage sites in India need to take care of crowd management, general cleanliness, upkeep of sites and further prioritizes the other service attributes for providing better tour experiences to foreign tourists.
    Keywords: (service quality; tourism; inbound tourists; heritage sites; Kano two-dimensional quality model).

  • Improving Innovation and Performance in Professional Service Outsourcing An Empirical Study in Emerging Market   Order a copy of this article
    by Zuoming Liu 
    Abstract: This study investigates how a professional service providers external integration with global clients and internal integration across various functional units impact its innovation and performance under various external environmental uncertainties. Drawing on the theory of organizational learning and dynamic capabilities, a conceptual framework is proposed and tested empirically by using survey data from Indian-based professional service providers. This study contributes to the much-needed efforts in studying professional service outsourcing and provides helpful managerial guidelines to both professional service providers and global clients regarding how to properly manage outsourcing activities to achieve expected benefits.
    Keywords: professional service outsourcing; internal integration; external integration; innovation.

  • Evaluation of the airport service quality indicators using fuzzy AHP framework: An Indian Perspective   Order a copy of this article
    by Chandra Prakash Garg 
    Abstract: In this era of globalization, renewed emphasis on service quality and increased customer expectations have augmented the responsibility of airport operators to provide good service quality at airports. With the growing investment and privatization at Indian airports overall quality of airport service emerges as the major differentiating factor between airports. Indian Airports are also competing with the other airports globally and focusing to provide good service quality to the passengers. They have started on focusing on airport service quality (ASQ) indicators with the goal of delivering good service quality so passengers can choose these airports for future travel. Therefore, this paper is aimed to research the comprehensive evaluation of airport service quality dimensions. This paper presents a model based on Fuzzy Analytical Hierarchy Process (AHP) to prioritize the ASQ indicators. A numerical analysis of Indian airports is presented to demonstrate the use of the proposed method. This proposed method considered fuzzy framework that can handle impreciseness and uncertainty. The robustness of the model is verified by sensitivity analysis.
    Keywords: Airport service quality (ASQ) dimensions; Fuzzy theory; AHP; Sensitivity analysis; India.

  • Stochastic modelling and analysis of maximum entropy of MX/G/1 queueing system with balking, startup, and vacation interruption   Order a copy of this article
    by Nithya R P, Haridass M 
    Abstract: In this paper, a batch arrival single server queueing system with startup, balking, and vacation interruption is considered. The customers arrive in bulk according to poisson process and the server provides service one by one to the primary arriving customers. During the busy period of the server, the customers may join the queue with probability α or may balk from the system with probability 1-α. On completion of service, the server goes for vacation when there are no customers available in the queue, otherwise, it resumes service. After a vacation, the server stays idle until the customer arrives and when an arrival occurs, the server begins the startup work and resumes service. Furthermore, vacation is interrupted suddenly when a customer arrives during vacation and goes for startup and then starts service after completing the startup work. For the above model, the probability generating function of the steady state system size distribution at an arbitrary time epoch is obtained by using supplementary variable technique. Various performance measures and busy period distribution are derived. Cost model is also developed. Some particular cases are discussed to justify the result obtained. Moreover, maximum entropy principle is employed to determine the solution for steady state probability distribution of system size and expected waiting time in the system. The results are compared with the analytical results of the proposed model and validated through numerical illustration.
    Keywords: Bulk arrival; single server; vacation interruption; balking; startup; maximum entropy principle.

  • Ant Lion Optimization (ALO) algorithm for two stage supply chain network associated with fixed charges   Order a copy of this article
    Abstract: In this paper an effective Ant Lion Optimization (ALO) algorithm is proposed for two stage supply chain network associated with fixed charge transportation problem (FCTP) to provide optimal or near optimal solutions. Generally in a FCTP, fixed cost is incurred for every route, along with the variable cost that is proportional to the amount shipped. In some circumstances, the variable cost is associated with quadratic variables in which the cost function will be non-linear. This problem is one of the NP-hard type combinatorial optimization problems and hence the computational time to obtain an exact solution increases in a polynomial fashion. Moreover, the exact solution techniques cannot be used when the size of the problem increases. Also, the FCTP is more difficult to solve due to the presence of the fixed costs that result in discontinuities in the objective function and renders it unsolvable by the direct application of the transportation algorithms. The aim of this paper is to determine the least cost transportation plan that minimizes the total variable and fixed costs while satisfying the supply and demand requirements of each plant and customer. This paper aims to show the application of ALO approach for solving FCTP. The performance of the proposed ALO is compared in terms of total cost with other algorithms addressed in the literature such as Genetic Algorithm, Simulated Annealing and Ant Colony Optimization. The computational results reveal that the proposed ALO provides better solutions.
    Keywords: ALO; Fixed cost; NP-hard; Transportation Problem.

  • Developing a bi-objective location-allocation-inventory problem for humanitarian relief logistics considering maximum allowed distances limitations   Order a copy of this article
    by Armin Cheraghalipour, Saba Farsad 
    Abstract: The crises are the inevitable realities of human life, which occur naturally or by mankind suddenly and require urgent and fundamental measures to resolve it. In this research, a linear bi-objective mathematical model for the preparation phase of crisis management is formulated. The proposed model studies location-allocation problem with multiple commodities and attempts to minimize total costs along with maximizing the minimum weight of constructed locations. Moreover, the maximum allowed distances for damaged areas from main roads and equipped hospitals as novel limitations are considered. Also, the model is verified by some applied examples and to solve it, some of the well-known multi-objective decision making (MODM) approaches includes weighted sum method, Lp-metric method, and goal programming technique are used. Moreover, in order to measure efficiency of the proposed model, a sensitivity analysis is performed, which finally, the best constructed locations with minimum weights and costs are selected. The obtained results can be useful for crisis organization.
    Keywords: relief logistic; location-allocation-inventory; multi-objective optimization; sensitivity analysis.

  • Development & Validation of Service Quality Scale for Indian Telecom Sector   Order a copy of this article
    by Arun Kumar Agariya, Jyoti Tikoria 
    Abstract: Looking at the changing landscape of Indian telecom sector due to the fierce competition and price war, there is need to reconsider and prioritize the current service standards to measure service quality. The research work aims at developing a valid and reliable scale for assessing the service quality of telecom service providers in India. A standard methodology for scale development is used for developing and validating the scale, which comprises of exploratory and confirmatory factor analysis. The sample population was taken from National Capital Region (NCR) of India. The findings clearly reveal the service quality as a multidimensional construct comprising of the factors namely physical infrastructure, service encounter, employee conduct, customer support and agility. The study bridges the gap in the literature in the domain of service quality as well as provides inferences and strategic implications from practitioners perspective as well. Novelty of this work lies in the fact of considering the views of customers of different Indian telecom service providers and providing a comprehensive measure for enhancing the service quality which is the pressing need due to the significant change in the Indian telecom sector due to advent of new players as well as shifting customer expectations and experiences.
    Keywords: Service Quality; Telecom Sector; Scale development; Customer expectations; NCR Region; India.

  • The Impact of ERP Systems on Organizational Performance in Lebanese Wholesale Engineering Companies   Order a copy of this article
    by Tony Saleh, Mira Thoumy 
    Abstract: The purpose of this study is to evaluate the impact of the implementation of Enterprise Resource Planning (ERP) on organizational performance, in Lebanese wholesale engineering companies. For this reason, a representative sample of the population was studied, in order to collect feedback linking ERP modules implementation to operational performance measures. The collected data indicated that the implementation status of ERP modules has a positive varying effect on operational performance measures. The results also showed that when studied as a whole system, ERP has a greater effect on operational performance namely 39.8%; also when only the significant modules were evaluated an even higher impact of 50.3% was seen.
    Keywords: Enterprise Resource Planning (ERP); Operational Performance; Wholesale engineering companies; HVAC; Lebanon.
    DOI: 10.1504/IJSOM.2020.10018469
  • A comparative study of online review management in hospitality services   Order a copy of this article
    by Run Niu, Ying Fan 
    Abstract: Managing online reviews has become an essential task for managers thanks to the profound impact of customer online reviews on hospitality services. Multinational hospitality services face mounting challenges of managing online reviews posted by domestic and international customers when operating and competing in different countries. Based on a comparative case study, this paper provides a comprehensive understanding of online review management practices in the hospitality industries in the US and China. The study develops a conceptual framework for key online review management practices and identifies the similarities and differences of these key practices between the US and China. The key practices set the groundwork for developing an integrated framework for evaluating online review management practices. The comparison provides guidelines for multinational companies to manage online review management practices in different countries when competing with other multinational or domestic companies.
    Keywords: Online reviews; Online review management; Service operations; Comparative study; Case study; Hospitality services.

  • Performance evaluation methods in the services sector: empirical study in hotels   Order a copy of this article
    by Maria Joao C. V. Machado  
    Abstract: The purpose of this study is to analyse the association between hotel features and two performance evaluation tools: the method used to evaluate hotel performance, and the interest in evaluating employee performance. The data were collected through a survey addressed to the financial managers of four and five-star hotels located in Portugal, following which 241 fully completed surveys were obtained. The results obtained present the following main contributions: the identification of two new contingency variables to the methods used to evaluate hotel performance; the demonstration of the existence of associations between hotel features and the interest in evaluating employee performance; a statistical demonstration of the direction of the associations, proving that it is the hotel features that influence the methods used.
    Keywords: performance evaluation methods; hotel features; hotel industry; contingency variables; Balanced Scorecard; Tableau de Bord.
    DOI: 10.1504/IJSOM.2020.10017567
  • A New Efficient Learning Approach E-PDLA in assessing the Knowledge of Breast Cancer Dataset   Order a copy of this article
    by Mehfooza Munavar, Pattabiraman V 
    Abstract: Breast cancer is a deadly cancer that develops from the breast tissue. It is one among few reasons for women deaths in the world. Data mining and modern data analytics methods provide excellent support to infer knowledge from the existing database. Application area like medical world needs such efficient automated knowledge inferring tools and methods for better decision making. In this work, efficient data analytic methods like, K-nearest neighbours (KNN), C4.5 decision tree, nave Bayes (NB), support vector machine (SVM), expert-pattern driven learning architecture (E-PDLA) are performed against the Wisconsin Breast Cancer (WBC) dataset. The aim of the work is to diagnose the proficiency and operational capabilities of the algorithms that have been tested. The results have been tabulated with the possible performance metrics and found the E-PDLA gives highest accuracy (99%) on classifying the dataset which gives insight of knowledge. All experiments have been simulated in J2EE environment with support of weka tool.
    Keywords: Knowledge; E-PDLA; SVM; NB; C4.5; KNN; Accuracy.
    DOI: 10.1504/IJSOM.2020.10017568
  • Analyzing brand awareness as a driver for determining brand value: A study in telecommunications service marketing   Order a copy of this article
    by Ananya Rajagopal 
    Abstract: Consumer-centric services companies demonstrate brand attributes and build brand image to a certain brand quality through effective brand communications to develop brand awareness among consumers. This study has been conducted with 272 consumers using telecommunication services in Mexico City. It has been conducted in two phases - development of scale, and analysis of data. The scale indicated as 'BASInd', based on critical examination of five research studies conducted between 2011-2018 was developed generically for this study. The study aims at analysing the role of brand awareness as a driver to determine brand value through brand communication, brand attributes, brand quality, and brand image. The study reveals that effective brand awareness helps in developing brand value among consumers. Brand advertisements and inter-personal communications imparted by service promotors not only enhance brand awareness among consumers, but also help them in making appropriate buying decisions.
    Keywords: Brand attributes; brand awareness; brand quality; brand image; brand value; and services brands; scale development.
    DOI: 10.1504/IJSOM.2020.10017786
  • The mediating role of employee productivity for determining relationship between human resources management factors and cleaner production   Order a copy of this article
    by Razieh Zarei 
    Abstract: The purpose of this research is to find the effect of factors related to the human resources management on cleaner. The research results after being ensured of the sample normality by using of the route analysis indicated that although the human resources management does not have direct and significant effect on cleaner production; but, there is a significant and direct relation between the humane indexes influencing on employee productivity and cleaner production and there is also a direct and significant effect between human resources management and employee productivity in Shahid Bahonar Copper Industry Company in Kerman. Also, the human resources management with mediation of humane indexes influencing.
    Keywords: Human resources management; employee productivity; cleaner production.
    DOI: 10.1504/IJSOM.2020.10017984
  • A review of the literature on mixed make-to-stock/make-to-order production systems: Major findings and directions for future research   Order a copy of this article
    by Samiran Bera, Thyagaraj Kuthambalayan 
    Abstract: Research on production strategies have mainly focused on make-to-stock (MTS), make-to-order (MTO) or hybrid MTS-MTO mode of production. However, firms also manufacture both MTS and MTO items in a single facility. This is popularly known as mixed MTS-MTO production strategy. A content-analysis-based literature review is conducted to identify: 1) the conditions favouring adoption of these systems; 2) the issues in these systems and our current understanding of addressing these issues; 3) the challenges in improving these systems. In addition, we also examine the modelling approaches used to design mixed MTS-MTO systems. The study provide insights to the operations managers to suitably design the production systems in order to derive competitive advantage.
    Keywords: Production Strategy; Make-to-Stock; Make-to-Order; Literature Review.
    DOI: 10.1504/IJSOM.2020.10017987
  • A Lagrangian-Relaxation based Bounding Approach for the Convoy Movement Problem in Military Logistics   Order a copy of this article
    by S.A. Ezhil, Chandrasekharan Rajendran 
    Abstract: Convoy movement problem (CMP) is an important optimisation problem, especially occurring in military logistics, which focuses on routing convoys concurrently in a network. The CMP is subject to constraints for preventing certain interactions between convoys such that the objectives related to travel times of them are minimised. We propose a Lagrangian relaxation (LR) approach to efficiently obtain a lower bound on the optimal solution. Our LR approach does not have integrality property, and hence the lower bound obtained is always tigher than the lower bound obtained using the LP relaxation. As CMP is an NP-complete problem, lower bounds are useful to evaluate the solutions obtained by a heuristic. From our computational experimentation, it is found that the proposed LR approach is superior to the existing LR approach.
    Keywords: Military Logistics; Convoy Movement Problem; Lower bound; Lagrangian Relaxation.
    DOI: 10.1504/IJSOM.2020.10018054
  • Accuracy in measuring customer satisfaction   Order a copy of this article
    by Peter Madzik, Miroslav Hrnciar 
    Abstract: The study reports an analysis of the accuracy of three selected methods point direct scoring (PDS), ranking (RK) and multi-choice (MCh) in processing the results of large-scale surveys. The reference value for assessing their accuracy was the degree of overall satisfaction. We adopted a structured approach: First a reference value was selected against which to assess accuracy. The next step was determination of the methods for calculating the comparison value. After the calculation was made, the values calculated using each method were compared to the reference value and the resulting data were used to determine the accuracy of the given method. The RK method had a statistically significant advantage over the PDS and MCh methods in the accuracy of its relationship to the reference value. It was calculated that the RK method was on average 7.8% more accurate than the PDS and MCh methods.
    Keywords: Overall satisfaction; satisfaction index; attribute importance.

  • An Examination of the Operating Efficiency of Wholesale and Retail Firms   Order a copy of this article
    by Xun Xu, Yinfei Chen, Wenhui Liu 
    Abstract: This study investigates whether a firm's competitive advantage, measured by its relative operating efficiency, can be maintained in the long run. Based on a sample of US listing firms in the wholesale and the retail industries from 1995 to 2015, we examine the dynamics of the trend and stability of firms' operating efficiency in the long run. We find that companies that are moving ahead in the short run cannot guarantee their operating efficiency status in the long run. In the long run, operating efficiency can trend upwards, downwards, fluctuate, or remain flat. The findings are consistent to both industries, except that in the retail industry, there are more firms that consistently fall behind than firms that are in other categories of efficiency. This study provides implications for firms to measure and improve their operating efficiency dynamically over the short and long horizons to win the competitive market.
    Keywords: Dynamics of operating efficiency; wholesale firms; retail firms.
    DOI: 10.1504/IJSOM.2020.10018626
  • An integrated approach for solving cell formation and intra cell machine layout problem considering operation sequence and alternative process routing.   Order a copy of this article
    by RAJA Shanmuganantham 
    Abstract: Cellular manufacturing is a group technology approach wherein parts and machines are arranged in flow production. Most of the cell formation methods in the previous literature have addressed the zero-one matrix for solving cell formation problem with single process routing. Even though multiple routings are considered in some cases, machine layout is not considered which results in increased number of backward flow, voids and exceptional elements. In this research, we have proposed a new heuristic approach for solving cell formation problem based on new similarity coefficient method and identifying intra-cell machine layout based on flow matrix by considering operation sequence and alternative routings. In order to validate the efficiency of our proposed method, five well-known test problems from the literature are employed and the results are compared with the existing method the results clearly show that the proposed approach which that provides superior or equal solution than the existing method.
    Keywords: Cell formation problem; Similarity coefficient; Machine layout; operation sequence; Alternative routings.
    DOI: 10.1504/IJSOM.2020.10018904
  • Systematic literature review on application of business analytics & information technology in supply chain performances   Order a copy of this article
    by Mahendra Singh, Rajkiran Prabhakar 
    Abstract: Supply chain management (SCM) functions are having applications of business analytics (BA). Supply chain managers' uses BA as competitive tool. Application of BA in key SCM functions, with information technology (IT) innovations has been a topic of tremendous interest to both practitioners and researchers. We identified more than 200 articles (over two decade) and classified them by year of publication, functional discipline, publication source, research methodology and application for the purpose of comprehensive literature review. Study identifies relationship between analytical tools and IT in supply chain decision making and supply chain performances. It explores research trends and patterns across disciplines and suggestions of potential areas for future research in BA, IT and supply chain decision making and performances.
    Keywords: Business Analytics; Supply Chain Management; Information Technology; Operational Performances,.

  • Green manufacturing in garment industry through the application of fundamental lean tools   Order a copy of this article
    by N.SENTHIL PRABHU, Rajenthira Kumar D, S.R. Devadasan, Gnanaguru R. 
    Abstract: In this paper, a model named as green through lean tools (GTLT) is proposed. GTLT was designed to implement green manufacturing in four phases through the adoption of three fundamental lean tools namely 5S, A3 Report and kaizen in garment manufacturing companies. The novelty of GTLT model is that the degree of implementing green manufacturing paradigm in the garment manufacturing company is assessed by using colours. Green colour refers to mean that green manufacturing paradigm has been fully implemented in the garment manufacturing company. After designing GTLT model, its practicality was examined in nine garment manufacturing companies. The results of this examination indicated that GTLT is an economical, powerful and practically feasible model that would enable the garment manufacturing companies to implement green manufacturing paradigm through the application of the above mentioned three fundamental lean tools.
    Keywords: Green manufacturing; lean manufacturing; garment manufacturing; 5S; A3 report; kaizen.
    DOI: 10.1504/IJSOM.2020.10019240
    by Mahadev Ota, S. Srinivasan, NANDAKUMAR C. D 
    Abstract: The classical newsboy problem considers the single product case to determine the optimal ordering quantity which maximises the expected profit. This paper attempts to develop a newsboy type model with multiple products and stochastic demand and determine the optimal ordering quantity based on the different time periods which maximise the expected profit subject to the budget constraints. In the modern market, each individual customer has his own freedom to choose the product independently. Accordingly, this paper assumes that the demand for each product is invariably independent and follows the lognormal distribution with different mean and variance. An effective method has been developed to determine the optimal ordering quantity for each product at different time period with different level of budget constraint. From the illustrations, it is quite clear that an optimal solution can be obtained for the proposed model. The analytical structure used in the proposed model shows that the multi-product extension of the newsboy problem with budget constraint and stochastic demand is a very challenging area of research.
    Keywords: optimal ordering quantity; multiple items; budget constraint; stochastic demand.
    DOI: 10.1504/IJSOM.2020.10019241
  • A Pareto-based optimization algorithm for a multi-objective integrated production-distribution planning problem of a multi-echelon supply chain network design   Order a copy of this article
    by Seyed Taghi Akhavan Niaki, Alireza Alinezhad, Abolfazl Kazemi, Keyvan Sarrafha 
    Abstract: This paper addresses a multi-periodic supply chain network design (SCND) problem involving suppliers, manufacturers, distribution centres (DCs), and customer zones (CZs). Logistic decisions made in each time period have a tactical nature. Location/strategic decisions are made at the beginning of the time horizon and remain unchanged until the last period. While both backorders and lost sales are considered, the aim is to design the supply chain network (SCN) under three minimisation objectives including total costs, the transfer time of products to CZs, and backorder level and lost sale of products. A multi-objective mixed-integer linear programming (MILP) model is developed and a meta-heuristic algorithm named multi-objective vibration damping optimisation (MOVDO) with tuned parameters is proposed to find non-dominated solutions. The performance of this method is compared with two popular existing algorithms called NSGA-II and NRGA when they solve some randomly generated problems.
    Keywords: Supply chain network design (SCND); Integrated production-distribution planning (PDP); Multi-objective vibration damping optimization (MOVDO); NSGA-II; NRGA; Taguchi method.
    DOI: 10.1504/IJSOM.2020.10019250
  • A Heuristic and GRASP Algorithm for Three dimensional Multiple Bin-Size Bin Packing Problem based on the needs of a spare-part company   Order a copy of this article
    by Ali Shoja Sangchooli, S. Mehdi Sajadifar 
    Abstract: The three-dimensional multiple bin-size bin packing problem (3D-MBSBPP) has many practical applications in the logistic problems such as warehouse management, transportation planning and container loading. An efficient solution to the problem can have significant effects on reducing the transportation costs, improving the status and increasing the productivity and profitability of the companies. The mathematical models proposed for this problem are few in number and can, therefore, be expanded and improved much further. In this paper, based on the needs of a spare-part company in Iran, we developed a mathematical model for 3D-MBSBPP. This model takes into account the rotation of the boxes and the maximum weight constraint of the bins and then, we used a new heuristic and a GRASP algorithm for solving the model. The obtained answers in comparison with the exact method, confirm the speed and efficiency of the proposed algorithms, especially in solving the large-scale and real-sized problems.
    Keywords: Three dimensional multiple bin-size bin packing; Container loading; Logistic; Heuristic algorithm.
    DOI: 10.1504/IJSOM.2020.10019281
  • Factors Predicting Employee Engagement in Indian Manufacturing Sector   Order a copy of this article
    by Manoj Mohanty, Sasmita Choudhury, A.K. Dasmohapatra 
    Abstract: Employee engagement is associated with many desirable outcomes such as job satisfaction, intention to stay, high productivity, job performance and customer satisfaction. Engaged employees over time become more creative, sensitive, productive and contribute from their heart, which can create significant difference to the organisational goal and objective. The promising Indian economy expecting 25% of India’s GDP and 100 million jobs by 2022 from manufacturing sector with the help of effective policies created and monitored by government authorities. This calls for a special focus on manufacturing sector and to trace the attributes which are predicting the employee engagement, so that organisations can formulate proper plans and policies to ensure retention and increase in engagement level. This study witnessed organisation and work culture, job profile and accountability, compensation and benefits, resources at work, caring attitude of organisation and communication are the principal factors which govern employee engagement in manufacturing sector.
    Keywords: Employee Engagement; Manufacturing Sector; Indian Industry; Private Manufacturing firms; Factor Analysis.
    DOI: 10.1504/IJSOM.2020.10019290
  • Operational Capabilities Dissemination for Sustainable Competitiveness: Towards an Integrated Framework   Order a copy of this article
    by Cristiane Biazzin, Ely Paiva, Julio C.B. Figueiredo 
    Abstract: This article aims to present an integrated framework, composed by micro and meso factors that impact the process of operational capabilities dissemination among an intraorganisational network (manufacturing or service provider). There are various perspectives to explain it, however, due to high number of factors and complexity of operational capabilities elements, previous studies seem to be incomplete to unfold the entire process of capability dissemination. This study comprises a multi-stage empirical analysis of manager’s perceptions of the factors for building a cognitive causal model for operational capability dissemination within a network. The contribution of this study includes: 1) as a methodological tool, it can support future researchers during the difficult process of forming causal relations; 2) as a theoretical framework for operational capabilities dissemination to sustain and spread competitiveness among units; 3) can support managers to address actions for capability dissemination and overcome the challenges to keep sustainable competitiveness.
    Keywords: cognitive causal mapping; operational capabilities; organizational networks; capability dissemination.
    DOI: 10.1504/IJSOM.2020.10019478
  • Superiority of Fuzzy AHP-VIKOR approach in an agile environment   Order a copy of this article
    by Sakthivel Aravind Raj, Jayakrishna K, S. Vinodh, Rajyalakshmi Gajjela, Sanchita Sharma 
    Abstract: Agile manufacturing (AM) system focuses on the customised production with shorter lead time in a cost effective manner. Conceptual design is a vital phase of product development and AM obliges towards it. Selecting appropriate conceptual design often involves consideration of multiple factors, multi criteria decision making (MCDM) techniques facilitates in resolving this problem. In this study, hybrid fuzzy analytical hierarchical process (AHP) and fuzzy VIKOR approach was used for selecting the best conceptual design of instrument panel (IP). The article focuses on development of various concept designs for IP considering the recent manufacturing and technological aspects. Appropriate agile criteria were identified through several brainstorming sessions conducted among the stakeholders of the organisation. Fuzzy AHP model was used to compute the weights of the proposed conceptual designs and fuzzy VIKOR was used to select the best suited conceptual design. The case study was also practically validated in a manufacturing scenario.
    Keywords: Agile Manufacturing; MCDM; AHP; VIKOR; Concept design.
    DOI: 10.1504/IJSOM.2020.10019487
  • Measuring Social Sustainable Practices in Middle Eastern Airlines: The Employees’ Perspective   Order a copy of this article
    by Ajmal Mian, Matloub Hussain, Rawdha Eissa Alsuwaidi 
    Abstract: Measuring social sustainability across any organisation is a complex phenomenon involving many criteria and sub-criteria. To address this level of complexity, a multi criteria decision-making process called the analytical hierarchy process (AHP) has been used in this research. Data have been collected from 15 experts of two full service carriers (FSCs) from the Middle East. The findings of this research showed that ten main criteria and 32 sub-criteria are important measures of social sustainability from the employees perspective. It has been found that employees well-being, learning, development and engagement are the most important criteria for infusing social sustainability into the airline industry. However, community and organisational culture have the lowest priority weights. Measuring social sustainability from the employees perspective is a multifaceted issue. The proposed framework can help policy makers to enhance the social sustainability standards of their employees and to gain a sustainable advantage.
    Keywords: Sustainability; Social Sustainability; Airline Industry; Middle East; Analytical Hierarchy Process.
    DOI: 10.1504/IJSOM.2020.10019958
  • Moderator Effect of Islamic Work Ethics on the relationship between Authentic Leadership and Organizational Citizenship Behavior   Order a copy of this article
    by Mudaser Javaid, Nor Hazana Abdullah, Saeed Shahbaz, Muazu Hassan Muazu 
    Abstract: The aim is to investigate the relationship among two variable such as authentic leadership (AL) and organisational citizenship behaviour (OCB) among telecom industry of Pakistan and examine the role of Islamic work ethics (IWE) as a moderator of those relationships. Quantitative method was used and data collected from telecom industries throughout the Pakistan. The SPSS 23 Statistical software used to analyses data. Convenience sample method was used as a sampling technique. The finding shows that AL was build a significant relation with OCB. Finding also indicates that IWE as a moderator made strong relation between AL and OCB. The results suggest that managers should inspire to adopt the AL style in telecom industry. The contribution of this study was investigating previous unstudied relations between these variables in Pakistan. This research was showed in telecom industry, where the IWE using first time which not used so far in telecom industry.
    Keywords: Authentic Leadership; Organizational citizenship behavior; Islamic work ethics; Telecom sector in Pakistan.
    DOI: 10.1504/IJSOM.2020.10020423
  • The influence of Total Quality Management on Non-academic Performance: Public Sector Institutions of Jordan   Order a copy of this article
    by Jamal Ahmed Al-Doori  
    Abstract: Previous studies verified that total quality management (TQM) improve performance. The aim of this study is to empirically verify the TQM approaches with non-academic performance. This is a quantitative study; a questionnaire has distributed by convenience sampling in the higher education institutions in the Jordan. After data cleaning, total of 276 responses were retained for final analysis. Factor analysis and multiple regressions have assessed through SPSS. The finding of this study reveals that two approaches of TQM customer focus and continuous improvement have positive and significant effects on non-academic performance while strategic planning positively affects the non-academic performance but not significantly. Meanwhile, leadership commitment has a negative effect on performance. This study will guide the managers in enhancing performance. Secondly, this study provides background to researches to know the value of TQM. Future study can be conducted on the reasons the negative relationship between leadership commitment and non-academic performance.
    Keywords: Total quality management; non-academic performance; Jordan higher education.
    DOI: 10.1504/IJSOM.2020.10020524
  • An Empirical Bivariate study on Work Life Balance of Women Labors with special reference to Tannery Industry   Order a copy of this article
    by Vasumathi Arumugam, Prithi Arun, Kameswara Rao P 
    Abstract: In the present competitive scenario, any industry is focusing work life balance of their employees, to create a healthy win-win environment for both the employees and organisation. The literatures studies display that male employees or workers are affected by work life imbalance but females are more prone to work family imbalance issues. The work life balance issues are not only dependent on women’s capability and energy but also dependent on various factors related to work environment (like working conditions, work flexibility, work demands, working hours, travelling time, advancement of technology, etc.) and family related factors (like family demands, support from family members, demographic profile, time, energy and other personal factors). When these family and work related factors tend to interfere with each other by making individual to concentrate on one role leaving the other an imbalance occurs between family and work, that results in work family conflict, family work conflict, stress, tension, poor performance, absenteeism and turnover from workplace. This article discusses the work life balance of women workers working within the tannery industry in Tamil Nadu, India. The researcher found that the less experienced labourers have fewer work life balance issues when compared to highly experienced labourers.
    Keywords: Work life balance; working conditions; work family conflict; family work conflict and issues.
    DOI: 10.1504/IJSOM.2020.10020894
  • A capability perspective on service provision in project-based organisations   Order a copy of this article
    by Saad Zighan, Ziad Al-Kalha, David Bamford, Iain Reid 
    Abstract: The theoretical underpinnings related to the required capabilities of service provision remain under development. Hence, this study aims to explore the pathway for service business development in project-based organisations. Using a qualitative case study approach, 30 interviews were conducted with project-based organisations from five different industries in eight countries. Thematic analysis techniques were used to analyse the data. Upon which, this study identifies the essential capabilities for the successful implementation of servitisation strategies; these direct the projects to be customer orientated and sustain the core operations of service provision. Adopting dynamic capability theory, the study offers a roadmap for how project-based organisations develop and gain these capabilities. The results indicate a difference between the companies in developed as opposed to developing countries, when building their capabilities. The study contributes to the body of knowledge and proposes to decision makers the use of effective processes to help align project operations and service provision activities. It explains how project-based organisations reconfigure their resources to build essential capabilities to provide services. Moreover, the study highlights the differences between developed and developing countries in terms of the capabilities used and how they develop them.
    Keywords: Keywords: Servitization; Project-based Business; Dynamic capability theory.
    DOI: 10.1504/IJSOM.2020.10021862
  • Top-down knowledge hiding in buying and supplying firms: causes, and some suggestions   Order a copy of this article
    by ATIF BUTT 
    Abstract: Knowledge management has gained vital importance in supply chain management discipline in the last few years. Many studies in supply chain management now argue that effective knowledge sharing is crucial for firm’s success. In addition, effective knowledge management in supply chains positively impacts a firm’s ability to innovate and remain competitive in the market. However, firms should remain cautions as senior managers can also deliberately hide knowledge from their subordinates in an organisation, which can negatively impact their work performance and innovative work behaviour. Therefore, the purpose of this paper is to propose some potential determinants of top-down knowledge hiding in buying and supplying firms, which can adversely affect innovative work behaviour of managers. Furthermore, some suggestions are offered to firms on how to promote the culture of knowledge sharing, while at the same time discouraging the culture of knowledge hiding in firms.
    Keywords: supply chain; buyer-supplier relationship,knowledge hiding.
    DOI: 10.1504/IJSOM.2020.10022193
  • An efficient supplier selection model for pump industry through Best - Worst Method.   Order a copy of this article
    by Vishnu Raghunathan, Rajesh Ranganathan, Manivel Palanisamy 
    Abstract: Global trend has turned out customers to seek for diverse range of application-based products conferring to their prerequisites. This paper emphasis the supplier selection process in pump manufacturing industry by adopting zero inventory concept. Major factors such as cost of delivery, capacities, quality, price, stand-alone suppliers, reliability and suppliers profile etc. are the fundamental parameters in the supplier selection process which tends to have a major influence on product delivery and complete satisfaction of the customer. Multi-criteria decision-making (MCDM) technique and best-worst method (BWM) is utilised to avoid ambiguity in supplier selection and improve the on-time receipt (OTR). A novel methodology was developed to analyses supplier selection process and the developed methodology has been validated through a case study.
    Keywords: Pump industry; Supplier selection; MCDM techniques; Best-Worst Method.
    DOI: 10.1504/IJSOM.2020.10022207
  • A novel multi-objective mathematical model for designing strategy map with goal programming approach   Order a copy of this article
    by Meghdad Haji Mohamad Ali Jahromi  
    Abstract: The advantage of the balances scorecard (BSC) is that considers financial and non-financial aspects simultaneously so that each of them has corresponding indicators and each indicator supported with one or more initiative(s). Selecting identified objectives in light of the importance by considering organisational constraints (i.e., resources) are important, as well as determining cause and effect relationships between them in different aspects. The purpose of this paper is to select strategic objectives from identified potential strategic objectives and selecting the important relationships between them. This paper presents a goal programming approach to model building strategy map. This model contains three goals, these goals related to relative importance of strategic objectives (G1), number of casual relationships (G2) and relative importance of relationships (G3). Finally, by solving a problem as a real case of a business company with different targets and different weight for objectives, the performance of the developed model has been examined. Results represent the model’s efficiency in presenting a suitable strategy map according to the decision makers’ want and organisational constraints.
    Keywords: Balanced Scorecard (BSC); Strategy Map; Goal programming.
    DOI: 10.1504/IJSOM.2020.10022208
  • Bi-objective optimization of the joint replenishment problem in a two-echelon supply chain   Order a copy of this article
    by Leopoldo Eduardo Cardenas-Barron, Pejman Ahmadi, Seyed Hamid Reza Pasandideh, Seyed Taghi Akhavan Niaki 
    Abstract: In this research, a bi-objective optimisation model for the joint replenishment problem (JRP) of a supply chain comprised of a single supplier and multiple retailers is developed, in which the retailers are assumed to be members of a unique distribution company. The mathematical model minimises the supplier’s as well as the retailers’ cost subject to some constraints. The constraints are the required storage spaces for any retailer, for any product, and for all the products. The benefit of using the JRP policy is shown based on minimising total cost of supplier and retailers. Since the developed model of the problem is NP-hard, the multi-objective meta-heuristic optimisation algorithm of non-dominated sorting genetic algorithm-II (NSGA-II) is proposed to solve the problem. Besides, since no benchmark is available in the literature to verify and validate the results obtained, a non-dominated ranking genetic algorithm (NRGA) is suggested to solve the problem as well. For further validation, the Pareto fronts are compared to lower and upper bounds obtained using a genetic algorithm employed to solve two single-objective problems separately.
    Keywords: Supply chain management; joint replenishment problem; NSGA-II; NRGA.
    DOI: 10.1504/IJSOM.2020.10022209
  • System Dynamics Modelling for Chemical Supply Chain- A Case Study   Order a copy of this article
    by Sunith Hebbar, Azeen Khan 
    Abstract: Chemical supply chain constitutes all the activities from sourcing of raw materials to the delivery of goods to customers within, or across national boundaries. The study was conducted in ABC Ltd. company which manufactures chemicals like methanol and benzene. The firm was concerned about significant risks in SC like uncertain demands and orders. Thus, a system dynamics model was developed and simulated for the SC under changing demand levels, raw material shipment time, and cycle time. The results revealed that the increase in shipment time did not affect the sales, but, the RM inventory increased. Thus, it was advised to change the ordering pattern which minimises RM inventory. The results also revealed the existence of the bullwhip effect and identified an ideal cycle time which stabilises the system. An optimum requirement of transportation resources, labour and trucks, were determined. Furthermore, appropriate suggestions were made which may help in improving the SC performance.
    Keywords: Chemical Supply Chain System Dynamics Supply Chain Risk Backlog level Cycle time Bullwhip effect Transportation Capacity.
    DOI: 10.1504/IJSOM.2020.10022354
  • Development of an adapted framework for lean product development   Order a copy of this article
    by Naga Vamsi Krishna Jasti, Srinivas Kota 
    Abstract: Lean product development (LPD) plays a major role in success of the organisation’s product. Many researchers have proposed various LPD frameworks to implement LPD principles in the organisations without reviewing the existing LPD frameworks. Hence, this study performed a critical review of 35 frameworks with respect to novelty, background, and verification methodology used in the frameworks to identify the inconsistencies and standardise the elements. Several inconsistencies present in the existing LPD frameworks were identified and the importance of coherent theory building as well as development of coherent set of elements in the LPD was elucidated. To overcome these inconsistencies, a comprehensive conceptual LPD framework with high coherent elements was proposed.
    Keywords: Lean product development; Lean thinking; elements; review; framework.
    DOI: 10.1504/IJSOM.2020.10022522
  • Consumers preferences in purchasing recycled/refurbished products: An empirical investigation   Order a copy of this article
    by Jafar Heydari, Hediyeh Mahmoodi 
    Abstract: In this paper, we empirically examine consumers' behaviour in purchasing products made of recycled material. Impact of three factors of discount, warranty, and money-back guarantee (return acceptance) on respondents' willingness to buy recycled/refurbished products are analysed by conducting a survey using questionnaire on 150 respondents. Our survey examines how people with different levels of consumer environmental awareness (CEA) and perceived consumer effectiveness (PCE) behave while they buy various types of recycled/refurbished goods. To this aim, we categorise products into four sorts: 1) technology; 2) household; 3) personal; 4) luxury. Our findings reveal that recycled/refurbished technology products are more popular while there is a little interest in buying refurbished personal products. In addition, the results demonstrate that, although offering discount and warranty have a positive impact on the consumers' willingness to purchase recycled/refurbished products, more than half of the respondents prefer money-back guarantee when buying a recycled/refurbished product.
    Keywords: Consumer Preferences; Consumer environmental awareness; Discount; Warranty; Money-back guarantee; recycled product; refurbished product.
    DOI: 10.1504/IJSOM.2020.10023146
  • The home care districting problem: an application to Family Clinics   Order a copy of this article
    by Olavo Diogo, Eduardo R. De Vargas, Peter Wanke, Henrique Correa 
    Abstract: There are five major issues associated with the provision of home healthcare services: facility location, districting, assignment, scheduling, and routing problems. This article investigates methods to solve home healthcare districting problems in order to improve the management of family clinic operations. Family clinic is a community healthcare centre which comprises a network of clinics staffed by a group of general practitioners and nurses providing primary healthcare services in a certain area of Brazil. The most relevant authors on this subject and the techniques most utilised to solve the districting issue are identified through a social network analysis of the authors. Finally, one of these techniques is applied to analyse its suitability for the (real) case in question, and paths are suggested to resolve territory alignment problems in the implementation of family health strategies.
    Keywords: metaheuristics; districting; health care; territory alignment; family clinics; algorithm.
    DOI: 10.1504/IJSOM.2020.10023784
  • A Deterministic Inventory Model of Aluminium Refreshment Cans in Reverse supply Chain   Order a copy of this article
    by Ajay Behera, Sasmita Mohapatra, Rabindra Mahapatra, Harish Das, Malay Pradhan 
    Abstract: The purpose of this paper is to present an original model for the production-recycling-reuse of aluminium refreshment cans. It is assumed that 250 ml aluminium cans are collected from the market. The cans are then sorted into non-tainted and tainted categories. The non-tainted aluminium cans are either reproduced or utilised as re-machining blended with primary (virgin) aluminium metal for creation of new cans to fulfil demand. The tainted cans are either sent to vendor utilising poor quality aluminium or discarded in a scrap yard. Numerical studies are used to illustrate the behaviour of the model, with an emphasis on exploring the reduction of total inventory cost of system and the amount of cans going into a scrap yard. Numerical analysis conducted on the model found that the amount of cans collected had the largest influence on the outcome of the total system unit time cost.
    Keywords: Aluminium; cans; Reverse supply chain ; Total inventory cost; scrapyard.
    DOI: 10.1504/IJSOM.2020.10023786
  • Responsiveness model of textile supply chain   Order a copy of this article
    by P. Raghuram, Saleeshya P.G 
    Abstract: Responsiveness of the supply chain is a crucial factor in improving the capacity to earn greater profits for individual companies and the supply chain as a whole. The ability to meet customer demands promptly and improving the frequency of financial turnover are the direct consequence of responsiveness of their supply chains. This paper aims to examine the effect of the combination of material flow, information flow, lead time and overall capability on the responsiveness of a textile supply chain. With an online-cum-direct survey of 246 textile industries in South India, followed by exploratory factor analysis, we develop a model of supply chain responsiveness. Then, the developed model is validated through structural equation modelling (SEM) using model fit metrics. A comprehensive model considering the entire supply chain may lead to an improved responsiveness, greater financial turnover and allows suitable measures across the supply chain to become more responsive to the customer.
    Keywords: supply chain responsiveness; textile industry; exploratory factor analysis; structural equation modelling; SEM.
    DOI: 10.1504/IJSOM.2020.10023823
  • Key factors of service quality of B-2-B technology providers   Order a copy of this article
    by Fredric Swierczek, Theerawut Monta 
    Abstract: Empirical studies of B-2-B service quality in B-2-B are rare, particularly in banking and telecom. This paper analyses the key factors of service quality of a technology provider for banking and telecommunications. It considers how service quality relates to the decision criteria of IT executives in these sectors for the selection of a technology provider in an emerging market. 597 IT executives in banks and telecom companies in Thailand were surveyed. Data analysis was conducted using structural equation modelling. The value of an adapted SERVQUAL/SERVPERF in B-2-B is confirmed by the bank and telecom executives. Importance based on the SERVQUAL/SERVPERF dimensions was strongly related. Expectations including customer responsiveness were second in importance. Influence of the provider was related to the decision. Executives indicated that service quality was not enough to make the decision to award a service contract. Technology providers should enhance their service quality capability and collaboration.
    Keywords: B-2-B; IT service support; emerging market; Banking; Telecommunications; SERVQUAL.
    DOI: 10.1504/IJSOM.2020.10023824
  • An empirical study on Supply Chain Management practices within the hotel segment in Spain using an Artificial Intelligence technique   Order a copy of this article
    by Silvio Pires, Luis Eugenio Carretero Díaz, Pablo Estevez, Alba Abreu 
    Abstract: This article addresses the supply chain management (SCM) of hotels in Spain investigating whether there is a relationship between their SCM practices and their economic and non-economic results. A grouping technique, from the context of artificial intelligence (AI) known as self-organising neural networks was used and the analysis comprised hotel companies operating in Spain classified as four-star. This category includes the largest number of companies who use SCM practices. One hundred and forty-six hotels were investigated and five adjacent groups (clusters) were identified in relation to using SCM practices. Results show mainly that a broader approach when applying SCM practices in supply chains leads to better results.
    Keywords: Service Operations; Service operations performance; Supply chain management practices; Self-Organising Neural Network technique; Artificial Intelligence; Hotel; Spain.
    DOI: 10.1504/IJSOM.2020.10023884
  • New Realities in Services: Challenges and Opportunities   Order a copy of this article
    by Pratap Chandra Mandal 
    Abstract: Business environment is dynamic and companies providing services require appreciating the new service realities and develop strategies to sustain the competition. New service realities may relate to shifting customer relationships, customer empowerment, and customer coproduction. In this competitive environment, companies require satisfying both employees and customers to succeed in the long run. Companies require developing strategies to prevent occurrences of service failures, to rectify service failures, and maintain the focus and enthusiasm of employees high. Proper understanding of the new service realities, development of strategies to deal with them, and their effective implementation and execution provide a direction for service companies to excel, delight their customers, and build relationships with their customers.
    Keywords: service realities; customer empowerment; coproduction; employee satisfaction; customer relationship.
    DOI: 10.1504/IJSOM.2020.10023938
  • Facility Layout Problem By Integration of AHP and computer simulation with DEA   Order a copy of this article
    by Saeedeh Ketabi, Mahsa Ghandehari, Mehdi Poormostafa Khoshkrodi 
    Abstract: The facility layout problem (FLP) is concerned with finding the optimal facility arrangement in the existing layout. A layout generation and its evaluation are often challenging and time consuming due to their inherent multiple objectives in nature and their data collection process. This paper aims to propose an integrated approach of fuzzy analytic hierarchy process (AHP), computer simulation and data envelopment analysis (DEA) for facility layout design improvement and optimization. Computer simulation is used to determine quantitative measures. AHP is used to determine first, the weight of qualitative measures for layout alternatives and second, their qualitative measures. DEA is performed by employing total cost and wait time as the input variables, accessibility and flexibility as the output variables to evaluate different layouts. Then, the alternative layouts are ranked by solving the super-efficiency DEA model for the layouts. The results imply that the proposed methodology is more reliable compared to the existing approaches.
    Keywords: Facility layout problem (FLP); Analytic Hierarchy Process (AHP); Computer Simulation; Systematic Layout Planning (SLP); Data Envelopment Analysis (DEA).
    DOI: 10.1504/IJSOM.2020.10023939
  • Optimal Inventory Management System for Deteriorating Items with Linear Demand, Shortages and Partial Backlogging in a Triangular Fuzzy Setup   Order a copy of this article
    by Rakesh Kumar Bajaj, Saurabh Srivastava 
    Abstract: In the present communication, we have proposed an optimal inventory management system for deteriorating items with linear demand, shortages, variable rate of deterioration and partial backlogging in the fuzzy environment. In real life situations, we certainly face the uncertainty component associated with the different parameters such as demand, raw materials supply, various other inventory costs, rate of deterioration, etc. Uncertainty theory in fuzzy terms has been found to be a useful methodology to describe the inherent subjective indeterminacy. The objective of the present work is to optimise the total average cost function by taking triangular fuzzy numbers into account. The defuzzification methods viz. graded mean, signed distance and centroid have been applied to obtain the results of the proposed model. For a detailed illustration of the proposed model, an example of inventory model has been considered and solved in view of the parameters involved. Further, the sensitivity analysis with respect to the various influencing parameters have been presented with the help of some graphical representations. The paper is finally concluded with a scope for the possible future work.
    Keywords: Inventory; deteriorating items; shortages; partial backlogging; triangular fuzzy numbers; defuzzification.
    DOI: 10.1504/IJSOM.2020.10023941
  • The path to digital transformation: overcoming prejudice in the digital era with service operations   Order a copy of this article
    by João Reis, Nuno Melão 
    Abstract: Innovation in service science and the adoption of new information and communication technologies are transforming the business landscape. While senior customers are facing ever-greater challenges to adapt to new technologies, non-aligned customers may be taking defensive stances towards the adoption of new technologies. These sceptical positions may eventually weaken the firms' strategies towards the path to digital transformation. This paper uses a qualitative case study research to analyse a Portuguese network of firms who gathered around a common technology to deliver services to their customers. Although this business network appears to be gathering nation-wide enthusiasts and seem to be a success in delivering heterogeneous services through new technologies, some customers appear to contest. The results indicate that while senior customers are trying to adapt to new technologies or at least adopting an optimistic stance by showing some kind of curiosity, a niche of sideliner customers are not overcoming preconceived misconceptions, preventing them from taking a closer contact to new markets and services. By investing on the integration of sceptical customers and service operations standardisation, firms may avoid negative word-of-mouth, find new sources of revenue and expand their business, thereby increasing their competitiveness over their rivals.
    Keywords: Digital transformation; prejudice; digital era; service operations.
    DOI: 10.1504/IJSOM.2020.10023943
  • A mathematical model for pollution and cost optimized logistics based on environmental vehicle standards for SMEs   Order a copy of this article
    by Anand Jaiswal, Cherian Samuel, G. Abhishek Ganesh 
    Abstract: Small and medium enterprises (SMEs) operate in complex supply and logistics systems. Most of the optimisation issues in such logistics arrangements are focused on minimising cost and time. But with rising environmental concerns, sustainable and green solutions have become important criteria along with other optimisation issues. This paper aimed to provide a solution for greening the supply chain by minimising the vehicular pollutant emission through prioritising the use of better environmental standard vehicles. The paper proposed a pollution optimisation model to reduce the pollutant emission and a cost optimisation model to minimise the transportation cost in the logistics of SMEs. The work also compared minimised cost logistics and cost of the minimised pollution logistics for analysing the difference of cost in greening the supply chain. Solution methodology used Timsort-based algorithm implemented by C++ to solve the model, and the problem is analysed over a test case for model estimation.
    Keywords: Logistics; Supply chain management; Transport cost; Pollution; Environment; Optimization; SMEs; Green supply chain; Vehicular pollutants.
    DOI: 10.1504/IJSOM.2020.10023944
  • A case of fifty-five years of Servitization in the Frozen Concentrated Orange Juice industry   Order a copy of this article
    by João Batista De Camargo Junior, Silvio Roberto Ignacio Pires, Pedro Domingos Antoniolli 
    Abstract: Although the term servitisation was coined in the late 1980s, this paper identifies and investigates a case that has been practiced in Brazil since 1963 by a capital goods manufacturer, which is focused on supplying machines and services to largest producers of frozen concentrated orange juice in country. Therefore, the aim of this paper is to describe and analyse the main characteristics of this case. Methodology used corresponds to an exploratory and in-depth case study conducted from supplier company perspective, but also by investigating its main customer company (dual approach). Data obtained were described and analysed using a framework designed for this purpose that is based on three classic publications on the subject. Results demonstrate a case of extreme servitisation, even for standards considered in present literature.
    Keywords: Supply Chain Management; Servitization; Product-Service Systems; Capital Goods industry; Frozen Concentrated Orange Juice industry.
    DOI: 10.1504/IJSOM.2020.10023955
  • A quantitative exploration of service brand avoidance and its antecedents   Order a copy of this article
    by Pierre Mostert, .Sotira Petrou, Danie J. Petzer, Adele Berndt 
    Abstract: With consumers increasingly avoiding service brands due to a wide range of transgressions by organisations, it is surprising that research relating to service brand avoidance is lacking, with most studies focusing on positive brand associations. However, more recently researchers started exploring service brand avoidance by gaining insights into this phenomenon through qualitative research by identifying possible reasons as to why consumers would not only avoid service brands, but also terminate their relationships with brands. This paper furthers our understanding of service brand avoidance by being one of the first research studies to quantitatively explore the antecedents of service brand avoidance. Data were collected by means of convenience sampling from 299 South African cell phone users. Findings indicate that of those antecedents of service brand avoidance identified through previous qualitative studies, identity avoidance, moral avoidance, deficit-value avoidance and experiential avoidance predict service brand avoidance, whereas advertising avoidance does not.
    Keywords: Service brand avoidance; identity avoidance; moral avoidance; deficit-value avoidance; experiential avoidance; advertising avoidance.
    DOI: 10.1504/IJSOM.2020.10023973
  • Analysis of the Factors That Influence Adoption of Information from Managerial Responses to Negative Electronic word-of-mouth   Order a copy of this article
    by Fayiz Shrafat, Dia Zeglat, Waed Ensour, Nael Sarhan 
    Abstract: The purpose of this study was to identify the informational determinants of persuasive managerial responses to negative e-WOM, when recipients accept managerial response information, and which factors encourage adoption. Using the elaboration likelihood model and the theory of information adoption, the study develops a research model to investigate information adoption determinants that influence managerial responses to negative e-WOM through informational usefulness in the context of consumer-to-business communication. The partial least squares technique is used to test the proposed model on 318 effective data points. The results show that argument quality and source credibility positively influence the adoption of managerial response information through informational usefulness. Among the precursors of information usefulness, quality factors (comprehensiveness and accuracy) exert a significant influence. Theoretical and managerial implications are discussed.
    Keywords: Electronic word-of-mouth; Managerial response; Argument quality; Source credibility; Informational usefulness; Information adoption.
    DOI: 10.1504/IJSOM.2020.10023979
  • Design of Lean Manufacturing based strategies to improve the Production Process of a metalworking company.   Order a copy of this article
    by Dionicio Neira Rodado, Vanessa Judith Valle Mercado, Dayana Daniela Benitez Acosta, Juan Carlos Cabarcas Reyes, Aurora Piñeres Castillo, Guilherme Luz Tortorella 
    Abstract: The objective of this research is to design strategies based on lean manufacturing principles in order to improve the efficiency of the production process of a metalworking company. Lean manufacturing is a continuous improvement philosophy that aims to eliminate or reduce through different tools, all types of waste found in a production process. During the project, a detailed analysis of the production processes was carried out; with operations diagrams, Pareto charts, Ishikawa diagrams, VSM, among others. With this, it was possible to determine the different problems present in anchor rods and clamps production line. According to the project progress, each of the improvement strategies was developed, proving its functionality and utility for productivity and cost reduction. Finally, the waste reductions generated by each strategy were calculated, and then the benefits and the investment required for the implementation of the strategies, justified by the cost-benefit analysis.
    Keywords: Lean Manufacturing; Waste; Productivity; VSM; SIPOC.
    DOI: 10.1504/IJSOM.2020.10023990
  • Big Data Project Management by Agile Approach: in the Case of the Seoul Metropolitan City Owl Bus   Order a copy of this article
    by Kyung Hoon Yang, Sung Hyun Kim, Chang Ik Song 
    Abstract: Big data has proven to be a good source in analysing complicated situations and designing complex systems. With big data analysis, solutions have become more accurate. However, due to a lack of experience with big data, projects that generally handle big data have a higher failure rate in terms of time, money and user satisfaction. Therefore, projects involving big data should differ from a typical project. Using the case of the Seoul Metropolitan City Owl Bus, the authors have setup project procedures and raised several issues developers would do well to consider when dealing with big data. When the Seoul City Government in South Korea planned the night bus lines and its schedules, it made use of big data to do so. We expect that this case analysis will guide the further usage of big data in the service sector project management.
    Keywords: Big Data Data Analysis Simulation Public Policy Agile Project Management Scrum Project Management Extreme Project Management DevOps Project Management Service Management.
    DOI: 10.1504/IJSOM.2020.10024054
  • Sustainable product development of tablet device using Environmental Conscious QFD-Weighted Decision Matrix evaluation: A case study   Order a copy of this article
    by S. Vinodh, Manjunatheshwara K. J 
    Abstract: The study applies an integrated framework of environmentally conscious quality function deployment (ECQFD) with weighted decision matrix (WDM) for sustainable development of the tablet device. ECQFD phase I prioritised design metrics were found to be 'product design', 'process improvement' and 'reduced energy consumption' with relative weights of '0.1081', '0.1014' and '0.0916' respectively. In phase II, 'battery' and 'front and back covers' were found to be prioritised components. From phase III option I, 'product design' was found to have more improvement effect and from option II 'process improvement' was found to have the highest improvement effect. From phase IV, option II was found to be the best. Three designs were conceptualised based on the results of ECQFD. Design 1 with a score of 2.63 was identified as the best design using WDM. This study could be beneficial in overcoming the lack of knowledge and realise the potential for successful sustainability implementation through ECQFD.
    Keywords: Quality Function Deployment; Environmentally conscious QFD; Sustainability; Environmental quality; Weighted Decision Matrix; Consumer electronics; Eco-design; Product development.
    DOI: 10.1504/IJSOM.2020.10024057
  • Developing dimensions of the marketing-operations alignment construct   Order a copy of this article
    by Kedwadee Sombultawee, Sakun Boonitt 
    Abstract: This paper develops a theoretical dimensional model of marketingoperations alignment that can be used to align strategic, tactical, and operational priorities within the organisation. Results are derived from case studies at four firms in different industries in Thailand. Data was collected using in-depth interviews with marketing and operations managers and top leadership and analysed using template analysis. The analysis found five dimensions of marketing-operations alignment, including leadership strategy, information exchange, decision coordination, performance evaluation, and reward systems. These findings supported the development of a dimensional process model of marketing-operations alignment, beginning the development of an integrative theory of marketing-operations alignment. The study provides a template for implementation in the organisation and identifies opportunities for further research. The findings imply that marketing-operations alignment should be a concern for managers, although the research is limited in that the model is not yet fully developed.
    Keywords: marketing-operations alignment; market orientation; coordination decision; reward system; information exchange; leadership strategy; performance evaluation; template analysis; multiple case studies.
    DOI: 10.1504/IJSOM.2020.10024088
  • A Two-Step Dynamic Scheduling and Assignment Method for the Tooling Original Design Manufacturers   Order a copy of this article
    by Chieh Lee, Xun Xu, Yaning Yang, Ming-Feng Yang 
    Abstract: Tooling original design manufacturers have to meet highly customised product design requirements and provide a reliable delivery time for their buyers. For such mass customised tooling, high uncertainties and complexity are inevitable in the manufacturing process, especially in the labour-intensive final assembly department. We propose a two-step dynamic method that helps the tooling manufacturer in scheduling and assigning jobs at its assembling department. First, the algorithm creates a queue for incoming orders based on the bottleneck sector with a modified critical ratio (mCR). Second, the orders are assigned to assembling teams by the Hungarian method based on the availability and competitive advantage of each team. This method allows managers to update each operations team on-site, reduce the statistical dependency, and avoid work-in-process inventory build-up in the production system. In a numerical study, we illustrate the effectiveness and cost reduction potential of our method.
    Keywords: Scheduling; Dynamic Assignment; Hungarian Method; Tooling Industry; Open Job Shop.
    DOI: 10.1504/IJSOM.2020.10024531
  • The Complementarity of Lean Manufacturing Practices with Importance-Performance Analysis: How Does It Leverage Inventory Performance?   Order a copy of this article
    by Gusman Nawanir, Yudi Fernando, Lim Kong Teong 
    Abstract: This paper aims to examine the effect of lean manufacturing (LM) implementation on inventory minimisation (IM) directly and indirectly [i.e., through manufacturing flexibility (MF) as a mediating variable]. This empirical study used a survey-based quantitative data through a cross-sectional research design and stratified random sampling technique for sample selection. A total of 236 large manufacturing companies were participated in the study. Four hypotheses were tested statistically by applying structural equation modelling (SEM) with Smart PLS 3.2.7. The finding revealed that in order to leverage MF and subsequently augment the inventory performance, LM should be applied in a holistic manner because of the complementary relationships among its practices. The importance-performance map analysis (IPMA) found the LM as the main driver of IM. Despite performing at the comparable level, LM has substantially higher importance than MF. Consequently, performance should be prioritised at the implementation of LM by focusing on the most important constructs of LM (i.e., TPM, quality control, quick setup and flexible resources). This study contributes to filling the existing gaps of limited studies investigating the effect of LM on both MF and IM. The practitioners will be benefited by understanding the vital constructs of LM to improve MF and inventory performance.
    Keywords: lean manufacturing; inventory minimization; manufacturing flexibility; importance-performance map analysis (IPMA).
    DOI: 10.1504/IJSOM.2020.10024544
  • The Role of TQM in Education: An Empirical investigation on Preparatory Schools of Iraq   Order a copy of this article
    by Sami Abdullah Kadhim, M.D. Fauzi Bin Ahmad 
    Abstract: Total quality management (TQM) plays a vital role to ensure the success in educational institutions. Modern techniques should be applied in preparatory schools of Iraq in order to follow the rapid global pace. However, many previous studies have examined the impact of TQM on education (Edu.) but for the studies on Iraqi preparatory schools are limited. TQM has various approaches this study focus on cultural change, continuous improvement, and customer satisfaction. This is an empirical study; a questionnaire was adopted and distributed among Iraqi schools. Data were collected and analyses through structural equation modelling through smart PLS. It has been found that TQM has positive effects on educational performance. All three dimensions of TQM (change culture, continuous improvement and customer satisfaction) have a positive and significant relationship with educational performance. Lastly, leadership excellence is contributing more than knowledge excellence in educational performance. Meanwhile, this study will help the management of the school to strategic decision-making.
    Keywords: Total quality management; Educational institutions; empirical study.
    DOI: 10.1504/IJSOM.2020.10024640
  • A two-period lot of sizing and pricing model for a perishable/seasonal item   Order a copy of this article
    by P.L. Abad 
    Abstract: In this study, we develop a two-period model for determining the lot size, period-one price and the rule for setting period-two price. The proposed model is applicable to lot sizing and pricing of a perishable or seasonal good when demand for the good is uncertain. In case of a perishable good, the retailer is assumed to follow a fixed replenishment interval which is assumed to be shorter than the fixed lifespan of the product. The interval in turn is divided into two periods. We represent demand in each period using an additive error demand function where expected demand is a decreasing function of the selling price. Consumers prefer fresh products and a farther 'best before' date, i.e., when a good is perishable, there tends to be value drop as units age over the periods. In case of a seasonal good, the planning horizon is the entire season, and there may or may not be value drop over the two periods.
    Keywords: service level; stochastic optimization; inventory management; lot sizing; pricing; two-stage; retailing; value drop; seasonal good.
    DOI: 10.1504/IJSOM.2020.10024646
  • Relationship between service quality, consumer values, satisfaction and loyalty: An empirical study of a shopping mall   Order a copy of this article
    by Domingos Fernandes Campos, Kelson W. S. Barros, Lieda A. Souza, Julio Cesar Ferro De Guimarães 
    Abstract: The primary purpose of this research is to examine the impact of mall service quality and utilitarian and hedonic consumption values on customers satisfaction and loyalty. A preliminary hypothetical model was analysed with the structural equation technique following the partial least squares approach. The results show the positive direct effect of the service quality offered by the shopping centre on customer satisfaction and consumer royalty. Utilitarian and hedonic values play an essential role in shopping centre customers satisfaction. Both shopping values help to produce satisfaction in shopping mall buyers. Hedonic values, though less effectively, also influence consumer loyalty directly. Mall managers and entrepreneurs should redouble their attention to the most important attributes associated with the quality and attractiveness of shopping malls and invest to achieve a high level of loyalty and consumer retention.
    Keywords: Customer loyalty; Service quality; Customer satisfaction; Hedonic and utilitarian values; Shopping mall; Structural equation model.
    DOI: 10.1504/IJSOM.2020.10024658
  • Achieving Leanness: The relationship of Lean practices with process exploitation and exploration   Order a copy of this article
    by Mantas Vilkas, Inga Stankevice, Jurga Duobiene, Rimantas Rauleckas 
    Abstract: Lean is a socio-technical system that aims to increase operational effectiveness. It is widely assumed that lean contributes to the improvement of operational efficiency. However, there is limited knowledge of whether the improvement is achieved through processes of exploitation, exploration, or both. A survey of organisations adopting lean practices has shown that lean contributes to process control, incremental process improvement, and radical process improvement. The results help to explain the mechanisms through which lean affects the operational performance of organisations. The results show that lean facilitates both process exploration and exploitation and contributes to the ambidexterity of organisations.
    Keywords: lean; process exploration; process exploitation; process control; incremental process improvement; IPI; radical process improvement; ambidexterity.
    DOI: 10.1504/IJSOM.2020.10024712
  • On the Impact and Sustainability of Health Information Exchanges in the Hospital Supply Chain   Order a copy of this article
    by Henry Aigbedo 
    Abstract: Healthcare costs continue to rise in the US and some other countries. There have been calls to stem these increases while providing valuable healthcare services. Health information exchanges (HIEs) play a vital role in healthcare systems by enabling healthcare professionals to securely access and transmit patient information electronically. HIEs aim to reduce costs while improving speed and quality of patients care. HIE activities in the US have been largely government supported, but such support has continued to decline
    Keywords: Healthcare Costs; Health Information Exchanges; Hospital Supply Chains; Healthcare Operations Management.
    DOI: 10.1504/IJSOM.2020.10024928
  • State of art Review on Strategies, Tools and Indicators of Sustainable Manufacturing   Order a copy of this article
    by S. Vinodh, Thirupathi RM, Dhanasekaran S 
    Abstract: Sustainable manufacturing enables manufacturing organisations to develop products with minimal environmental impact. Sustainability is based on triple bottom line approach with environment, economy and societal dimensions. Automotive component manufacturing organisations have been recognising the importance of sustainability. In order to better conceptualise sustainable system, strategies, tools and indicators to be better understood. In this context, this article presents the review on sustainable manufacturing strategies, tools, and indicators. The article presents the review in five perspectives of sustainable manufacturing: research studies, modelling, strategies, tools and indicators. A total of 89 articles were reviewed and analysed. Insights were derived from the reviewed papers. A conceptual framework for Sustainable Manufacturing implementation is presented.
    Keywords: Sustainability; Sustainable Manufacturing; Strategies; Tools; Indicators; Framework.

  • Working Capital Models: A Generic Framework   Order a copy of this article
    by Lotta Lind, Timo Kärri, Veli Matti Virolainen, Sari Monto 
    Abstract: The importance of working capital management has been recognised recently in academia as well as in business. Yet, research on working capital models has been scarce, and many companies focus on managing the individual components of working capital instead of a holistic approach. This paper studies working capital models comprising the management of inventories, accounts receivable and accounts payable. Based on the systematical analysis of empirical data, consisting of the financial figures of 161 companies operating in the value chains of the automotive, pulp and paper, and ICT industries, the study introduces a generic framework for working capital models. The framework includes six generic working capital models and one sub-model, and offers a holistic view of working capital management. The study takes the initial step towards tightening collaborative actions between value chain partners regarding working capital. The introduced framework offers a managerial tool for analysing the material and financial flows at the company level as well as in the inter-organisational context.
    Keywords: working capital management; financial supply chain management; financial collaboration; cash conversion cycle; working capital models.
    DOI: 10.1504/IJSOM.2020.10024932
  • An Optimization Approach for Simulation Operator Allocation and Job Dispatching Rule in a Cellular Manufacturing System   Order a copy of this article
    by Saeid Jafarzadeh-Ghoushchi, Ali Abbasi 
    Abstract: The purpose of this article is to present an approach based on simulation optimisation for improving the performance of cellular manufacturing systems through optimising operator allocation and job dispatching rules in each cell. In this study, we have considered stochastic parameters, machines' breakdown and multiple products in order to consider the problem as close as possible to real world situation. The presented approach is composed of Taguchi design of experiments, discrete event simulation, artificial neural networks, and data envelopment analysis. After determining the optimum scenario, it is compared to the present condition of the case and the improvements are determined. In order to evaluate the performance of the presented approach, lathing factory which uses cellular manufacturing system is considered as the case study.
    Keywords: Simulation optimization; Cellular manufacturing system; Operator allocation; Job dispatching rule; artificial neural network; Data envelopment analysis.
    DOI: 10.1504/IJSOM.2020.10024933
  • A review on methods for materials planning and control in Healthcare Organizations   Order a copy of this article
    by Guilherme Tortorella, Najla Alemsan, Alejandro Francisco Mac Cawley Vergara, Rapinder Sawhney 
    Abstract: This study aims at identifying the existing methods for materials planning and control applied in healthcare organisations. An extensive literature review was performed in the main databased based upon two research axes: 1) materials planning and control, and 2) health services. Besides the content and bibliometric analysis, literature evidence was analysed from the perspective of two theoretical lenses: types of flow of value and complexity levels of hospital departments. Results from this review allowed the indication of two main research directions; they are: 1) integration among methods for materials planning and control, and 2) financial assessment of the implementation of materials planning and control methods in hospitals. The healthcare sector is highly important due to the criticality of it is quality, safety concerning patient care and the high cost involved in its operations. Furthermore, resources are usually limited, complicating its management.
    Keywords: Healthcare; Materials planning and control; Literature review.
    DOI: 10.1504/IJSOM.2020.10024951
  • Integration of lean and green management: A bibliometric analysis   Order a copy of this article
    by Andrés Muñoz-Villamizar, Javier Santos 
    Abstract: Lean and green are major, compatible management initiatives because of their joint focus on waste reduction, efficient use of resources and emphasis on satisfying customer needs at the lowest possible cost (economic and environmental). From this angle, this paper presents a bibliometric analysis of the integration of lean and green management. To that end, this paper analyses 685 research papers retrieved from the Scopus database using the following parameters: year of publication, discipline, source, institution, country and citations. This final dataset was composed of articles from scientific journals published between 1992
    Keywords: Lean; Green; Bibliometric analysis; Scopus; VOSviewer.
    DOI: 10.1504/IJSOM.2020.10024966
  • Nursing service planning for the satisfaction of patients: Models and algorithms   Order a copy of this article
    by Ali Ebadi, Mahdi Yousefi Nejad Attari, Ensiyeh Neishabouri, Seyed Sirvan Sharifi 
    Abstract: In this study, we aim to plan nursing services in order to reduce number of personnel and increase patient satisfaction in hospitals. Lack of enough expert staff is one of the main reasons for long-term waiting period of patients in hospitals. This research is a descriptive-analytical, applicable type that is conducted to determine the minimum required nurses according to patients referring at different times, determine program shift with the minimum required work hours and planning shifts of nurses with the lowest cost for emergency department. Its population includes the referred patients to emergency department and nurses of a medical centre. Time series method is used to predict number of the referred patients to emergency using MINITAB 2016 software. This paper provided a bi-objective mathematical model to minimise the number of nurses and wait time with a focus on patients' satisfaction. NSGA-II and Bees meta-heuristic algorithms are used as solution approach to solve the model. A results obtained from each algorithm is compared with each other under several indexes.
    Keywords: Human Resource Planning; Management of Nursing Services; Multi-objective Optimization Model; Queuing theory; NSGA-II Algorithm; Bees Algorithm.
    DOI: 10.1504/IJSOM.2020.10024992
  • Measuring effectiveness of ticketing services of public transportation   Order a copy of this article
    by Govind Srivastava, Harsh Purohit 
    Abstract: Public transport services are going through transition phase across the globe due to changes in the market dynamics and growing expectation of commuters. As ticketing services of public transport organisation has abiding impact over ridership behaviour so public transport organisations are using innovative, customer centric and cost effective strategy to offer convenient, attractive and speedy ticketing solution to commuters. The current study has been undertaken to analyse effectiveness of each element of ticketing services of Delhi Metro over commuter's satisfaction. Both qualitative and quantitative research approach was used and Nivivo 11, SPSS.20 software was employed for identification of important issues and processing of the data. The result of the study reveals that commuters are highly sensitive about price of the ticket and long waiting time in a queue and suffocation at ticket counter is adversely influencing satisfaction of commuters.
    Keywords: Ticketing Services; Commuter Satisfaction; Ridership Behaviour; Public Transportation; E- ticketing; Mobile Ticketing; Smart Card; Delhi Metro.
    DOI: 10.1504/IJSOM.2020.10024993
  • Selecting maintenance strategy and policies based on key performance indicators using TOPSIS technique With a case study in the steel industry   Order a copy of this article
    by Arash Shahin, Nahid Aminsabouri, Kamran Kianfar 
    Abstract: The aim of the study is to find how a framework could be developed for selecting the relevant strategy and policy of maintenance by TOPSIS and weighted mean approaches. For this purpose, first maintenance criteria and KPIs have been weighted; and then, maintenance strategy and policy have been selected. Esfahan Steel Company (ESCO) has been selected as the case study where in, the proposed approach has been examined. Statistical population included maintenance experts and managers of the company. TOPSIS and weighted mean approaches have been used for analysis. Findings imply that the strategy of preventive maintenance and policy of proactive maintenance have been selected and suggested to ESCO for decision making with the weights of 144.86 and 162.84, respectively.
    Keywords: Maintenance strategy; Maintenance policy; TOPSIS; Key Performance Indicator (KPI); Esfahan Steel Company (ESCO).
    DOI: 10.1504/IJSOM.2020.10025094
  • Antecedents of Investor Sentiment in Jordan Market: Exploratory Study via the Structural Equation Modelling Approach   Order a copy of this article
    by Mohammed Iqbal Al-Ajlouni, Nawaf Alghusin 
    Abstract: The concept of investor sentiment deals with the psychological attitudes the investor has toward the security of the fiscal market or a related certain situation; accordingly, different antecedents and determinants make-off that attitudes. The current paper explores antecedents for investor sentiment (IS) in Amman Stock Exchange (ASE) using investor sentiment index (ISI) utilising SEM approach. Data was collected through surveying 401 current and potential investor in ASE through no probability purposive sampling using a self-administrated questionnaire. SEM using AMOS was employed and the result reported that the suggested ISI sufficiently predicted IS in Jordan setting as explained 62% of the achieved variance; moreover, IC was identified as the strongest antecedent along with PC, whereas SC and MC were identified as negative antecedents, and accordingly, the implication was discussed.
    Keywords: Sentiment; antecedents; investor; Market; Exploratory; SEM; Jordan.
    DOI: 10.1504/IJSOM.2020.10025100
  • The Impact of Institute Size on the Relationship between Technological, Organizational factors and ERP Usage: A Moderation Analysis of Indian higher educational institutes   Order a copy of this article
    by Pratima Dabholkar 
    Abstract: The purpose of the study is to test the moderating effect of size of the institute on ERP usage in Indian higher educational institutes. Technological factors and organisational factors have direct influence on ERP usage. Multiple group modelling was used to determine whether or not the grouping variable, institute’s size, has any influence on the structural equation model for the observed variables. There is a void in literature to see the moderating effect of size of the higher educational institutes on ERP success. The key finding of the study proved that size of the higher educational institutes moderates the relationship between technological factors, organisational factors and ERP usage which creates value for the institute. The model can be used as a guideline to ensure a positive outcome from ERP implementation in higher educational institutes. It also provides relevant recommendations to address issues related to ERP success in higher educational institutes.
    Keywords: Enterprise Resource Planning; ERP; technological factors; organizational factors; structural equation modeling; ERP usage; Multiple group models; Higher Educational Institute’s size.
    DOI: 10.1504/IJSOM.2020.10025358
  • Project Success in International Development Projects: The Case of Lebanon   Order a copy of this article
    by Mira Thoumy, Ghassan Beyrouthy, Chantal Souaid 
    Abstract: The purpose of this study was to explore the success of the Lebanese educational international development projects and find the relationship between contextual, EIDPs and project management critical success factors and project success as perceived by project teams working in Lebanon. We found that the creation and adoption of a proper execution plan as well as the favourable political, economic, social and cultural conditions and the existence of an adequate organisational infrastructure explained 70.8% of project success. The contextual factors alone explained 60.7% of the success whereas the variables peculiar to EIDP explained 60.6% of it.
    Keywords: Project Success; Critical Success Factors; International Development Projects; Educational Projects; Lebanon.
    DOI: 10.1504/IJSOM.2020.10025362
  • Simulation of Cutting Corners Chain in Healthcare Services   Order a copy of this article
    by Alireza Pooya, Ali Alizadeh Zoeram, Zahra Naji Azimi, Ali Vafaee Najar 
    Abstract: The purpose of this study is to simulate the cutting corners chain as a criterion in controlling the quality control of health services. These services are in a healthcare chain based on human resources (HR). This chain study included three clinics in a specialised hospital, whose doctors were considered as service providers. In this study, system dynamics (SD) approach is used for simulation. After modelling and formulating the problem, the validation of the designed model was confirmed and based on the simulation results; appropriate policies to match supply and demand were established. Also methods to cope with cutting corners chain were identified in a dynamic environment. They are based on sensitivity analysis, changes in patient arrival rates and human resources service capacity. The designed model with some slight changes could be used in hospital management in the field of human resources management, with a dynamic and systemic thinking, either as a unit or as a healthcare service chain.
    Keywords: Cutting Corners; Human Resources; Service Capacity; Simulation; System Dynamics.
    DOI: 10.1504/IJSOM.2020.10025363
  • Relationship between Government and Public Sector Universities in the Perspective of Agency Theory: A Brief Review   Order a copy of this article
    by Saeed Shahbaz, Zaheer Abbas, Abdul Rahman Ahmad, Eng. Mujtaba Asad 
    Abstract: The aim of this study is to analyse the relationship between government and public sector universities in the perspective of agency theory and propose a theoretical framework that will highlight the various aspects of the principle and agents. In this perspective government plays a main role as principle while public sector universities are as agent and this relationship is known as agency theory. This relationship normally has two major issues such as goal conflicts and information asymmetries. Correspondingly, in this review paper, systematic approach, and content analysis approach has been adopted. The reviewed literature revealed that the government provides performance based grants to the public sector universities so government have pursue some expectations from public sector universities like accountability and transparency of the funds. Similarly, it has been highlighted that to verify the relationship between government and public sector universities in the context of agency theory because there is a sheer need to conduct empirical research studies.
    Keywords: Agency Theory; Goal Conflicts; Information Asymmetries; Public Universities; Performance Based Grant.
    DOI: 10.1504/IJSOM.2020.10025381
  • Exploring the link between inventory and working capital through variability reduction across a food-based CPG supply chain   Order a copy of this article
    by Mohan Gopalakrishnan, Srimathy Mohan 
    Abstract: The global uncertainties regarding the timing and type of economic recovery have made firms relentlessly focus on managing their working capital in a prudent manner. It is widely acknowledged that effective supply chain management practices can reduce operating costs and logistics expenses, significantly affecting a company's working capital. In this case-study, based on data from a real-world company that manufactures and distributes packaged food, we explore examining the variability across the supply chain (supplier-manufacturing-distribution). We specifically focus on mapping end-to-end supply chain variabilities and analyse ways to manage demand variability and forecast accuracy, operational variabilities in plant and the role of managing changeovers and centralisation vs. decentralisation of safety stock to manage distribution variabilities. Our study clearly pointed to forecast accuracy and arrival variability at production to be the two major performance-altering variables. Improving forecast accuracy was contingent on sharing and integrating information on promotions with production planning. Other variability inducing variables included changeovers and distribution safety stocks. Managing these further improves the working capital.
    Keywords: variability reduction; forecast accuracy; changeovers; centralization.
    DOI: 10.1504/IJSOM.2020.10025392
    by Revathi Muthu, M. Valliathal 
    Abstract: Multi-criteria group decision-making approaches with fuzzy theory are trendy in the area of decision science. Frequently decision makers express their judgment linguistically. This study aims to categorise the student's basic knowledge level in order to provide pre-placement training for the students in the placement. A method is constructed using several linguistic values with different weights using the fuzzy number grading system. An algorithm for fuzzy multi-criteria group decision-making (FMCGDM) is proposed with the notion of hendecagonal fuzzy number (HDFN) and symmetric hendecagonal fuzzy number (symmHDFN). Also, complex proportional assessment (COPRAS) method is used for group decision-making approach, to assess the performance of students in the pre-placement training. Based on the report generated, the college can arrange varying levels of training using fuzzy decision theory.
    Keywords: Hendecagonal fuzzy number; Fuzzy arithmetic; Fuzzy group decision making; Ranking fuzzy numbers; Linguistic variables.
    DOI: 10.1504/IJSOM.2020.10025395
  • A decision problem for bank branch site selection: A GIS Mapping perspective with Maximal Covering Location Problem: A case study of Isfahan, Iran   Order a copy of this article
    by Zahra Namazian, Emad Roghanian 
    Abstract: One of the most significant decision-making processes is the site selection. If the site correctly selected, the access for the best customers as well as the greatest market potential would be guaranteed. Bank branch optimal location is one of the most significant strategic issues in the competitive market especially for private banks because of the global competition and high customer expectations. This study presents a geographic information system (GIS)-based model for locating suitable sites for making new branches by using data sources. Also, maximal covering location problem (MCLP) was used to select branches that the maximum demand might be reached within a pre-specified target travel time. The model was implemented for Ansar Bank in Isfahan, Iran. The criteria were restricted through demographic attributes, competition, transportation, flexibility and cost in GIS mapping approach. Finally, the results illustrated the efficiency and applicability of the proposed integrated method.
    Keywords: Location-Allocation; GIS; MCLP; Bank Branch Location; Criteria and Sub-criteria.
    DOI: 10.1504/IJSOM.2020.10025399
  • Multi-Manned Assembly Line Balancing Using Exact Solution Approach -A Case Study of a Tricycle Assembly Line   Order a copy of this article
    by ASHISH YADAV, Sunil Agrawal 
    Abstract: Multi-manned assembly lines are designed to produce high volume products. In this paper, multi-manned assembly line balancing problem (MALBP) is addressed in which a group of workers simultaneously performs different tasks on a workstation. A tricycle company data is used to solve the problem with the objectives of minimising the cycle time and number of workstations. The problem is solved in two stages. In the first stage, the problem is solved with the objective of minimising the cycle time. The output from the results obtained is used in the second stage to minimise the number of workstations. A mixed integer programming formulation for the problem is proposed and is solved using Lingo 16.0. Since multi-manned assembly line balancing problem is NP-hard, it is first tested on a set of test example problems and is later on applied to solve the tricycle case study problem. The results show that the numbers of workstations are reduced which leads to a reduction in the number of workers and idle time.
    Keywords: Multimanned assembly line balancing problem (MALBP); Mathematical model; Case study problem; Lingo 16 solver; Optimization.
    DOI: 10.1504/IJSOM.2020.10025460
  • Creating and developing the actor-network for a manufacturing firm’s mobility services   Order a copy of this article
    by Prasanna Kumar Kukkamalla, Andrea Bikfalvi, Anna Arbussà, Martinsuo Miia 
    Abstract: Changes in urban travel behaviour, customer perception of car ownership, and government policies support the rise of mobility services. Car manufacturing firms have joined this new service ecosystem, which is complex in nature and requires collaboration between several actors. Scholars have explored these mobility services, but knowledge about how a firm initiates and expands its mobility service network, and how the activities of the different actors are deployed within it, is still limited. Hence, this study aims to shed light on how a car manufacturing firm creates and develops its mobility service network, and to define the key actors and their activities in it. The actor-network theory framework and the document analysis theory are used to interpret the empirical observations and generate the empirical evidence, respectively. The findings reveal the evaluative process of the mobility service network and who the actors who join the network by offering their core business services are. The study concludes by presenting a new actor category, namely co-branding actors.
    Keywords: Actor-network theory; Mobility services; Manufacturing; Car sharing; service innovation; co-branding; service innovation; service design; collaborations.
    DOI: 10.1504/IJSOM.2020.10025603
  • "Attitudinal and Behavioural" Loyalty Toward Green Buildings Among Generations from Baby Boomers to Z   Order a copy of this article
    by Osama Abdelkader 
    Abstract: Multidisciplinary research is a practical approach to address one of the most important global challenges, that I shortage of resources shortage. There is a research gap in the area of sustainability, where engineering studies are concerned with physical aspects, while marketing studies explore aspects of human behaviour with/against environmental friendliness, separately. Furthermore, scholars should pay more attention to the differences among human generations. Therefore, this paper presents a comparison between the extent of behavioural and attitudinal loyalty among generations toward green buildings especially residential buildings, which represents the highest energy consumption in the world. The current study is questionnaire-based, and it was tested through a group of validity and reliability tests. SPSS V21 was used to analyse the collected data from 1,589 participants. The study presents a set of findings and recommendations that contribute to better understanding of human behaviour in the context of rationalisation of natural resources. Finally, a group of future researches were suggested to study more comparisons depending on cross-cultural, cross-national and gender differences across a wider range of interdisciplinary studies.
    Keywords: energy; green buildings; generation; sustainability; attitudinal loyalty; behavioural loyalty.
    DOI: 10.1504/IJSOM.2020.10025812
  • Activity-based Management as Economic Effect Measurement for Implementing ISO 9001:2015 Clause   Order a copy of this article
    by Muhammad Rosiawan, Mosel L. Singgih, Erwin Widodo 
    Abstract: This paper aims to measure the overhead costs and economic effects of applying ISO 9001 clauses in manufacturing companies. The activity-based management (ABM) approach is used to allocate cost objects and to trace the source of costs for high-cost activities when implementing the ISO 9001 clause. Inbound logistics processes, which consist of purchasing raw materials and warehouse processes, were used as the research objects for implementing the ISO 9001 clause. From the results of the numerical calculations based on the conceptual models and mathematical equations developed, the company obtained cost savings first from a reduction in high-cost activities and second, from the performance targets achieved. However, companies need to consider the number of performance indicators in the business processes precisely. This is because it affects the cost savings obtained and the return period of investment in the ISO 9001 implementation programs.
    Keywords: ABM; Cost of quality; ISO 9001:2015; economic benefit of standard; performance target; payback period.
    DOI: 10.1504/IJSOM.2020.10025816
  • Strategic Service Innovation in Sports Industry: Case of Korean Professional Baseball League   Order a copy of this article
    by So Ye Yang, Paul Hong 
    Abstract: This paper investigates how service innovation in the sports industry improves its competitiveness and public reputation. Through innovative marketing of professional league activities, active recruitment of professional coaches and players from major countries and creating passionate team-driven cheering culture, Korean Professional Baseball League has changed the landscape of team sports - baseball in particular. This paper examines the success factors of service innovation from the industry development stage and individual career growth perspective. Lessons and implications are discussed.
    Keywords: service innovation; sports industry; Korean professional baseball league; recruitment and remaining practices.
    DOI: 10.1504/IJSOM.2020.10026123
  • A dynamic literature review on lean and agile supply chain integration using bibliometric tools   Order a copy of this article
    by Ibrahim. O. Raji, Tommaso Rossi, Fernanda Strozzi 
    Abstract: As competition continues swinging from individual 'company level' to 'supply chain (SC) level' courtesy of diverse and erratic customer behaviour in this globalisation era, survival of such SC is hinged on careful adoption of strategies aligned with organisational goals. Lean and agile are critical strategies because the former ensures efficient use of resources while the latter involves matching supply with demand in turbulent/unpredictable markets. Careful adoption of both strategies will lead to SC performance improvement. This paper aims at advancing their understanding by conducting an intensive scientific literature review to unravel the state of art of lean-agile SC by examining the procedure of knowledge conceiving, transmission, and development from a dynamic viewpoint. To achieve this, a dynamic cum quantitative review technique named 'systematic literature network analysis (SLNA)' is applied. The investigation enabled unravelling research directions/ emerging themes in the lean-agile field thereby supporting researchers/ newcomers to target specific themes to explore.
    Keywords: lean; agile; leagile; supply chain; literature review; systematic literature network analysis.
    DOI: 10.1504/IJSOM.2020.10026396
  • Blood Supply Chain: The impact of Facility Location and Inventory Allocation Decisions for Non-Blood Inventories   Order a copy of this article
    by Mohan Gopalakrishnan, Srimathy Mohan 
    Abstract: The availability and delivery of blood can make the difference between life and death; hence, the blood supply chain must have smooth inventory flows. We examine how to accomplish this by analysing non-blood inventories, which are the supplies needed for blood collections, testing, and storage. We investigated non-blood inventory pre-positioning through a research partnership with the American Red Cross (ARC). The goals for the research project were to optimise the ARC's facility location and inventory allocation decisions. Using data from the ARC, we empirically formulated a fixed-charge model to solve the location-allocation problem. The results indicated that the ARC should both shut down and construct warehouses to attain cost savings of 9%. We also conducted sensitivity analyses with respect to demand and cost. Finally, we review our contributions to the literature on humanitarian logistics and blood supply chain, and we conclude by outlining future research opportunities.
    Keywords: Humanitarian logistics; blood supply chain; prepositioning; fixed-charge model.
    DOI: 10.1504/IJSOM.2020.10027351
  • Comparison of demographic, geographic, psychographic and behavioral approach to customer segmentation   Order a copy of this article
    by Peter Madzík, Karol ?arnogurský, Miroslav Hrn?iar, Dominik Zimon 
    Abstract: A combination of four types of segmentation criteria
    Keywords: Customer segmentation; demographic criterion; geographic criterion; psychographic criterion; behavioral criterion; two-step clustering.
    DOI: 10.1504/IJSOM.2020.10027972
  • A Fuzzy Mathematical Programming Model for Sustainable Supply Chain under Competition and Uncertainty Environment   Order a copy of this article
    by Abdol Hamid SafaeiGhadikolaei, Mojtaba Aghajani, Hassan Ali Aghajani, Mohammad Valipour Khatir 
    Abstract: In this paper, a fuzzy mathematical programming model based on the Nested model is proposed to design a sustainable multi-product, multi-period supply chain network (including three parts of the procurement, production and distribution) under the competition and uncertainty conditions. Sustainability measures are carried out using previous studies and the Supply Chain Operations Reference (SCOR) model is extracted in each of the sustainability dimensions and then localized using the Fuzzy Delphi method. In order to determine the relationship between indicators and the importance of each index, DEMATEL method is used and then the obtained fuzzy model is converted into a crisp one. To demonstrate the efficiency of the model, a real example is presented in the refractory industry. Finally the results are analyzed and suggestions are presented.
    Keywords: Sustainable Supply Chain; Nested model; Competition; Uncertainty; SCOR model; DEMATEL.
    DOI: 10.1504/IJSOM.2020.10028039
  • Customer Satisfaction and Loyalty in Malaysian Resort Hotels: The Role of Empathy, Reliability and Tangible Dimensions of Service Quality   Order a copy of this article
    by Guru Prabhakar, Si Ni YEONG, Dan Knox 
    Abstract: This paper applies the SERVQUAL model for the purpose of examining the impacts of the five dimensions of service quality on customer satisfaction and customer loyalty in the hotel industry in Malaysia, and to investigate which factors among said dimensions (tangibles, reliability, responsiveness, assurance and empathy) have a major role in affecting customer satisfaction and loyalty in relation to resort hotels. Questionnaires were used to collect quantitative data for this research by deploying a random sampling strategy to invite 136 hotel guests to complete the survey. The key findings indicate that empathy, tangibles and reliability have significant roles in affecting overall customer satisfaction in the Malaysian resort hotel sector but that responsiveness and assurance were not significantly influential. Empathy was the most significant predictor of customer satisfaction among all of the dimensions, and customer satisfaction has a positive relationship with customer loyalty in this context.
    Keywords: Service Quality; Customer Satisfaction; Customer Loyalty; Hotel Industry; Malaysia.
    DOI: 10.1504/IJSOM.2020.10028391
  • Work -life Balance of Women Professionals: Impact and Implications   Order a copy of this article
    by Sangita Dutta Gupta, Mafruza Sultana 
    Abstract: Women play a significant role in development of any economy. An economically strong society can be built only if women are provided with equal opportunities as men. The Mc Kinsey report has shown that companies with more women in decision- making areas tend to do better than companies with less women representative. Thus, it is imperative that women participation in work force increases. This has positive impact on economic growth of the country. Data was collected through primary survey. The questionnaire was circulated among the women professionals and they were asked if they were able to fully exploit their potential to meet their aspirations and maintain work life balance. The study identified important determinants of work life balance. Another survey was conducted among HR of different companies to understand about the gender inclusive policies of their organizations. The study has important implications for the future research and policy measures.
    Keywords: Women; Work life balance; Economic Growth; India.
    DOI: 10.1504/IJSOM.2020.10028531
  • Service Quality and Student Learning Outcome of Higher Education, Mediated by Student Satisfaction in Bahrain Universities   Order a copy of this article
    by MAHMOOD AKBAR, Mohd Helmi Ali, Syed Shahalam 
    Abstract: Todays’ competitive nature of higher education is enormous, such that service quality is seen as a useful strategic tool for improving student learning outcome The ideals must be pursued for any higher education to attain global best practices or stand the risk of poor academic performance and enrolments deficit The purpose of this paper is to examine the role of service quality in higher education and student learning outcome in private institutions in Bahrain Furthermore, the paper aims to determine the mediating role of student satisfaction on the relationship between service quality and learning outcome In order to test the objective, a quantitative survey approach was adopted in this study where PLS-SEM was used for data analysis The results indicated that service quality significantly influenced student’s learning outcome where student satisfaction mediated such a relationship. The findings will help managers or administrators of higher education groups to gear up for effective quality service delivery systems in order to improve student academic performance. It is recommended therefore that universities and higher education institutions be student centric and invest hugely in modern technology to teach and assess student performance, from the point of admission to graduation.
    Keywords: Service Quality; Students satisfaction; Learning outcome; Higher Education.
    DOI: 10.1504/IJSOM.2020.10028548
  • Scheduling and short-term demand forecasting in an on-demand ride service industry   Order a copy of this article
    by Ritesh Adhyapak 
    Abstract: Demand for cabs in transportation companies fluctuates at different times of the week and therefore predicting the future demand during peak days is critical to save costs and undergo proper scheduling of cab drivers. The paper reviews the use of demand forecasting using time series modeling to forecast the best technique to predict future demand using moving average, exponential smoothing and multiplicative seasonality method. Arena simulation is done using Poisson distribution to simulate the waiting time of customers to book a cab. The modeling approach is undergone in a cab service company which showed that forecasting by multiplicative seasonality method produced the best results with minimal error in MAD, MSE, and MAPE. This shows that transportation companies have a seasonality factor in the number of trips that it undergoes and can use multiplicative seasonality modelling to best analyze short term and long term demand in cabs.
    Keywords: Transportation; time series modeling; arena simulation; Poisson distribution; long term demand.
    DOI: 10.1504/IJSOM.2020.10028881
  • Impact of Student Perceived Service Quality and Faculty Transformational Leadership on Student Satisfaction and Student Motivation: An Empirical Study   Order a copy of this article
    by Mahesh Prabhu H, Nikhil Agrawal, Dhruv Sangwan 
    Abstract: Higher education institutes play a crucial role in the all-round development of students. The campus infrastructure, academic facilities, administrative support, international collaborations play an important role in a students success. Extant literature also suggests that leadership style adopted by the professor also impacts student motivation and student satisfaction. Thus, this paper studies the impact of student perceived service quality on student motivation and student satisfaction in higher education institutes in India with leadership style adopted by the faculty as a moderator. A survey is conducted among students of higher education in India to capture their perception about service quality of their institute, satisfaction, motivation and leadership style of the faculty member. Structural equation modelling was used to analyse the data. Results indicate that service quality significantly influences only student satisfaction but not motivation and leadership style of the faculty does not moderate the relation. Conclusions are drawn and implications are highlighted to enhance students experience at higher education institutes.
    Keywords: Service quality; Transformational leadership; Higher education; Student satisfaction; Student motivation; India.
    DOI: 10.1504/IJSOM.2020.10028938
  • An Empirical Study on Employee loyalty on Organisational success   Order a copy of this article
    by Vasumathi Arumugam, Anand Kumar D, Stephan Thangaiah I. S, Rajesh Mamilla 
    Abstract: Job satisfaction and loyalty of employee had been confirmed to be important factors to organisation’s survival and development towards success. Job satisfaction, financial benefits, organisational commitment and motivation are the factors used for the impact towards the organisational success this research aimed to study an impact of employee loyalty on organisational success. This research revealed that satisfaction in their job can create loyalty. The study also aimed to determine what expectations of employees are in order to earn their loyalty to the organisation An organisation has employees who are satisfied with job and loyal with their organisation, can contribute more towards productivity in the organisation.
    Keywords: Employee loyalty; Job satisfaction; Motivation; Organisational commitment; and financial benefits.
    DOI: 10.1504/IJSOM.2020.10028945
  • Managing operations in professional service organizations   Order a copy of this article
    by Tiina Puolakka, Petra Pekkanen, Timo Pirttilä 
    Abstract: In professional services there exists a duality in controlling the workflow between professionals and managers who both have partly different perspectives and preferences. The purpose of this paper is to empirically explore what are the roles and tasks of professionals and managers in workflow control and how these two actors interact. The study is executed as a single case study applying grounded theory as a research method. The case organization is the Insurance Court of Finland, which presents a distinct setting for studying workflow control due to its highly individual-centered nature, which yet has also features of mass services. The findings describe the way workflow control happens in interaction between managers and self-managing professionals. Professionals have great autonomy in workflow control but it is limited to concern only their own case-handling silos. Managers have several roles in workflow control, which are related in different ways to professionals’ self-management.
    Keywords: Service operations management; professional services; professional service organizations; professional service operations management; court of justice; workflow control.
    DOI: 10.1504/IJSOM.2020.10028960
  • A framework for enhancing the fresh food retail supply chain performance: evidence from India   Order a copy of this article
    by Rose Antony, Vivekanand Khanapuri, Karuna Jain 
    Abstract: The paper identifies the improvement initiatives for enhancing the fresh food retail supply chain performance w.r.t. time, cost, quality, customer service and profitability. To identify the critical initiatives, a thorough analysis of the literature followed by validation in two fresh food retail supply chains were carried using a case-based approach. Data were collected by conducting the semi-structured interviews among the senior executive selected using snowball sampling technique and responses were analysed using manual coding followed by validating through a text mining software. The software identified the probable relationships amongst the initiatives and with the performance measures. It also clustered the initiatives and identified their strength of relationships. Cross-case synthesis of two “farm to fork” models facilitated in developing the research propositions. The study presents a comprehensive framework of initiatives comprising of supplier and customer related initiatives along with a unique and prominent initiative in food i.e. product and process initiatives.
    Keywords: Case study; Fresh food retail supply chain; Improvement initiatives; India; Supply Chain Performance.
    DOI: 10.1504/IJSOM.2020.10028962
    Abstract: This theoretical paper presents the dual dimension of performance measurement as the traditional and contextual perspectives with focus on operational performance indicators. This study argues that the business environment is an important factor to consider when carrying out performance assessments in manufacturing firms. This view is based on the knowledge that different contingencies are experienced in different business environments especially the developing and developed countries’ contexts categories. Using the contingency theory as the foundation of this argument, operational performance indicators for evaluating the performance of manufacturing firms should be composed of both traditional and contextual assessment components.
    Keywords: Operational Performance Indicators; Business Environment; Manufacturing firms.
    DOI: 10.1504/IJSOM.2020.10028964
  • Modeling a Multi-Objective Problem for Emergency Response in Disaster Management: Emphasizing on Mitigating the Impact of the Delay in the Crisis severity   Order a copy of this article
    by Gholamhossein Soleimani, S.M.A Khatami Firoozabadi., M. Amiri 
    Abstract: Crises occurred due to the unexpected incidents significantly influence the society. Therefore, the availability of appropriate implementation programs in a truly critical context will strengthen the foundation of society in 2 M.A. Arshad et al. all areas, in one hand and, greatly reduce the financial losses, human casualties, and social, economic and environmental disruptions, on the other hand. Dispatched units should effectively be allocated and scheduled to reduce economic losses during the response phase. This article addresses the crisis logistics, including the processes of estimation, storing and distribution of goods, equipment, services affected people and relief teams, which must be delivered at the right time and in the right place to the appropriate extent and in a scientifically accurate manner with the least problems. This research presents a mathematical multi-objective model for managing natural disasters with a dispatch and control approach in emergency situations and different emergency situations are discussed with crisis management.
    Keywords: Disaster Management; Emergency response; Timing; Force Dispatch and Control; Math modeling; Multi-objective model.
    DOI: 10.1504/IJSOM.2020.10029415
  • Impact based disaster classification: A prerequisite for planning and operations of humanitarian supply chain   Order a copy of this article
    by Lijo John, G. Anand 
    Abstract: The classification of disasters has far reaching consequences on policy making and developing preparedness plans in humanitarian supply chain (HSC). The policy makers try to understand and focus on a few major types of disasters that require their attention to appropriately utilise the scare resources. This has led to the development of multiple classification schemes for disasters. However, the existing schemes are often subjective in nature and fail to capture a holistic impact of disaster on the lives of the affected people. This paper addresses this gap by proposing a composite impact indicator (CII) to measure the impact of the disaster and classify them based on the risk of impact. The proposed classification schema uses the data from emergency events database (EM-DAT) and classifies the natural disasters on a two-dimensional matrix based on CII and relative frequency of occurrence. This classification schema would assist policy makers specifically the government agencies to suitably allocate resources among the stakeholders, specifically for high impact disasters during preparedness phase. Furthermore, it would also help in improving the coordination between the stakeholders during the preparedness phase of HSC and thereby play a significant role in improving the effectiveness of the activities during the relief and rehabilitation phases.
    Keywords: disaster; natural disaster; disaster classification; disaster impact; composite risk impact indicator; policy making.
    DOI: 10.1504/IJSOM.2020.10029418
  • Using Time Motion Study to identify the determinants of Patient Satisfaction and impact of Long Appointment Wait Time: An Empirical Case of Radiology department   Order a copy of this article
    by Amandeep Dhaliwal 
    Abstract: Long waiting time is an annoyance to the patients and it leads to negative perception of service provider. The study examined the determinants of patient satisfaction index with imaging services being provided by the healthcare provider with an emphasis on the waiting time and service time and overall average waiting time for the patients in Radiology department. A cross-sectional time study was conducted using single blind observance of patients who visited the radiology department. Further, Root Cause Analysis (RCA) of the factors leading to longer wait time was undertaken. The results revealed that longer waiting time was negatively associated with patient satisfaction regarding several aspects of the care they received. It is not always possible to prevent dissatisfaction with waiting times by increasing resources such as increasing staffing. However, Corrective and Preventive Action (CAPA) based best practices and recommendations are outlined to ensure lesser waiting time and higher patient satisfaction.
    Keywords: Patient satisfaction;Time Motion study; Waiting time;Productivity; Root Cause Analysis (RCA);Corrective and Preventive Action (CAPA).
    DOI: 10.1504/IJSOM.2020.10029505
  • Impact of implementing TPM Based Tool Cost Management Approach in Indian Manufacturing Industry   Order a copy of this article
    by Pardeeep Gupta, Sachit Vardhan 
    Abstract: The aim of this paper is to examine the impact of accomplishing Tool Cost Management Approach in a reputed tractors manufacturing industry situated in Punjab, India with an objective to reduce the manufacturing cost. This company started losing its market share, revenue and operating margins after 2004 because of growing intensive competition within the country. High tooling cost was one of the cost factors towards higher manufacturing cost and to overcome this high tooling cost the company introduced the concept of Tool Cost Management. The Company remained successful in reducing cost of tools, tool inventory, and machine waiting time for cutting tools. Tool Cost Management approach helped the industry in reducing use of variety of cutting tools by 44%, tool cost reduced by 33.6%, tool inventory lowered by 73.45 % and machines waiting time for tools reduced by 77.8% within a period of three years.
    Keywords: Total Productive Maintenance; Business Excellence; Tool Cost Management approach; Tooling cost; Manufacturing cost.
    DOI: 10.1504/IJSOM.2020.10029673
  • Exploring the Impact of Orientations on Hospital-supplier Collaboration: An Empirical Study   Order a copy of this article
    by Santanu Mandal, Sreejith Nair, Arjun Sreedhar, Uthra Vijeshwari 
    Abstract: With increasing complexity in healthcare service supply chain operations, there is a dire need to critically examine the enablers of collaboration in a hospital-supplier setting. While studies have stressed the importance of collaboration in service SCs, still the importance of strategic orientations are yet to be explored in the development of hospital-supplier collaboration. We focused on four such strategic orientations relevant for healthcare SCs: technology orientation, supply chain orientation, learning orientation and environmental orientation in developing hospital-supplier collaboration. Furthermore, we also explore the inter-relationships among these orientations. Perceptual responses collected from 92 hospital managers were analysed using SmartPLS 2.0.M3. Results suggested technology, supply chain and learning orientations as prominent enablers for hospital-supplier collaboration. Environmental orientation may inhibit the collaboration process if both parties do not agree on environmental issues. Implications were provided for theory and practice.
    Keywords: healthcare; collaboration; orientation; technology;supply chain.
    DOI: 10.1504/IJSOM.2020.10029678
  • Building Supply Chain Resilience in Supply Chain Disruption: The Role of Organizational Ambidexterity   Order a copy of this article
    by Nishant Agrawal, Rajesh Jain 
    Abstract: The purpose of this research work is to study supply chain resilience with the help of organizational ambidexterity and to understand the moderating role of ambidexterity between supply chain resilience and supply chain disruption. The paper, for the first time, proposed a new term Zone of Ambidexterity, which explains to keep a balance between exploitation and exploration. We have proposed a conceptual model to study supply chain resilience through ambidexterity to mitigate supply chain disruption. Through conceptual model, this study provides a comprehensive view of theoretical as well as conceptual understanding. Based on the conceptual findings, research explains the relationship among organizational ambidexterity, supply chain disruption, and supply chain resilience, which open new area of research in the field of management as well as provide a unique perspective on their conceptual relationship. As per the author’s best knowledge, there is no research proposing the Zone of Ambidexterity for competitive advantage.
    Keywords: Supply Chain Resilience; Organizational Ambidexterity; Supply Chain Disruption; Competitive advantage; Resource Based View; Dynamic Capabilities; Zone of Ambidexterity.
    DOI: 10.1504/IJSOM.2020.10030029
  • Knowledge Base and BOTs- Redefining Workforce Estimation Model   Order a copy of this article
    by VARSHA DEB, Vasudha Vashisht, Nidhi Arora 
    Abstract: Workforce estimation has always been a challenging task for service organizations. The revenue and profits are directly impacted by the number of resources deployed, thus accurate workforce estimation becomes a key objective for any service. With time many organizations are taking leap in implementing BOTs or implementing Knowledge Base for reusability, the workforce estimation also needs changes. This paper first presents application of forecasting models to estimate the workforce requirement for an IT service organization. As many organizations are promoting the culture of knowledge reuse, this paper later presents how the same model can be modified to forecast the workforce when an organization implements a Knowledge Base (KB) for resolving customer’s requests / incidents. A detailed implementation of this model is presented using MS Excel. The model presented is generic in nature and can be reused by other organizations having similar type of work or requirement.
    Keywords: Knowledge Base; KB; forecasting techniques; forecasting error; workforce forecasting; knowledge reuse; ITSM; ITIL; time series; customer relationship management; Service Level Agreement; SLA.
    DOI: 10.1504/IJSOM.2020.10030089
  • The Effect of Intellectual Capital on Organizational Performance: Evidence from Iran   Order a copy of this article
    by Soroush Avakh Darestani, Shahrokh Banihatam 
    Abstract: The purpose of the present study is to investigate the effects of structural factors such as intellectual capital and factors dependent on resourcebased view on organisational performance. The research statistical population is consisted of pharmaceutical companies located at Rasht Industrial Zone. Structural equations using SPSS22 and SMART PLS2 software were utilised to data analysis. Seven out of the eight hypotheses presented in this study, including the impact of intellectual capital on organisational performance, the impact of intellectual capital on dynamic capabilities, the impact of dynamic capabilities on competitive advantage, the impact of dynamic capabilities on service capabilities, the impact of dynamic capabilities on organisational performance, the impact of dynamic capabilities on organisational performance, and the impact of competitive advantage on organisational performance were statistically confirmed. Also, the impact of service capabilities on organisational performance was not confirmed in pharmaceutical companies located in Rasht Industrial Zone.
    Keywords: intellectual capital; organizational performance; service capabilities; dynamic capabilities; competitive advantage.
    DOI: 10.1504/IJSOM.2020.10030159
  • Horizontal Collaboration in Oligopoly Supply Chains   Order a copy of this article
    by Sonu Rajak, Parthiban Palanisamy, R. Dhanalakshmi 
    Abstract: Oligopolistic markets are those in which a few numbers of firms produce and markets similar products to similar markets and customers and this group of few hold a huge market share. Since these oligopolistic firms already have effective penetration in distribution lanes, there are areas where these firms can co-operate while competing with others. This paper aims to check the feasibility of horizontal collaboration on transportation for these oligopolistic firms by conducting a study on a 3-Firm 4-Zone case model. The study uses Mixed Integer Linear Programming model to harness the potential of load bundling and backhauling optimization when transportation load demands of these firms are merged. The competitive and co-operative scenarios are compared using different performance measures like cost savings, reduction of no of trips and asset utilization. Also, effort is taken to ensure the model is framed on the real case scenarios present in the Indian transportation industry.
    Keywords: Horizontal Collaboration; Supply Chain Management; Transportation; Mixed Integer Linear Programming; Oligopoly.
    DOI: 10.1504/IJSOM.2020.10030244
  • Two echelon supply chain with permissible delay in payments under exponential lead time involving investment for quality improvement and ordering cost reduction   Order a copy of this article
    by S. Hemapriya, R. Uthayakumar 
    Abstract: This paper deals with continuous review inventory policy under permissible delay in payments with investment for quality improvement and ordering cost reduction. The supplier offers a credit period that is less than the average duration of the inventory model. The lead time of receiving products from the vendor to a buyer is a variable which is controllable by adding extra crashing cost. A mathematical model is derived to investigate the effects of ordering cost reduction, permissible delay in payments and investment for quality improvement and it can be achieved by optimising the order quantity, lead time and total number of deliveries in one production run simultaneously with the objective of minimising joint expected total cost (JETC). Furthermore, the sensitivity analysis is included and the numerical examples are given to illustrate the results. Finally, graphical representation is presented to illustrate the model.
    Keywords: integrated inventory model; permissible delay in payments; exponential crashing cost; investment for quality improvements; ordering cost reduction.
    DOI: 10.1504/IJSOM.2020.10030272
  • Lean management in hospitality: methods, applications and future directions   Order a copy of this article
    by Erwin Rauch, Dominik T. Matt, Christian Linder 
    Abstract: The hospitality industry is under constant pressure to optimise internal processes, while at the same time extending services to the customer. The purpose of this study is to outline the potential of lean management as a successful approach to increase efficiency and productivity in operational processes in the hospitality industry. We demonstrate that the proven potential of lean methods in fields like manufacturing can be successfully transferred to the needs of the hospitality industry. As a result, the research shows a selection of lean methods which are particularly suitable for application in the hotel sector. This study is based on a real case study in order to test the practical application of lean methods in hospitality. Our research contributes to process optimisation in hospitality and can be directly implemented by practitioners. Further it provides future directions in the transformation of lean methods through digitisation.
    Keywords: lean management; lean hospitality; lean hotel; digitisation; Industry 4.0; smart hospitality; service industry; hospitality industry.
    DOI: 10.1504/IJSOM.2020.10030273
  • The effect of scenario planning on non-financial performance in Malaysia hotel industry   Order a copy of this article
    by Joshua Teck Khun Loo, Rajendran Muthuvelo, Shaian Kiumarsi, Fadzil Ali 
    Abstract: This study examines the effects of scenario planning on non-financial performance of business organisations in the hospitality industry. This has the capacity to promote the understanding of regional and global tourism environment through additional alternative methods. Several studies on organisational performance have deployed the conventional planning and strategies to determine the best alternative that could accelerate business performance and sustain its environment. In order to determine the cause and effect relationship between the two variables, the study applies the VB-SEM using Smart-PLS to 82 samples. Evidence from the study reveals that scenario planning has a direct positive effect on non-financial performance of business organisations in the hospitality industry. Thus, the study emphasises that scenario planning is fundamental and practical strategic tools that could be deployed to accelerate non-financial performance.
    Keywords: scenario planning; macro scenario; industry scenario; micro scenario; non-financial performance; Malaysia.
    DOI: 10.1504/IJSOM.2020.10030274
  • Models of satisfaction antecedents: a brief review. An integrative literature review of the most discussed satisfaction models in marketing studies   Order a copy of this article
    by Fernando Macieira, Tiago Oliveira, Mitsuru Yanaze 
    Abstract: This article is an integrative review on satisfaction models. Its main purpose is to bring back the discussion on consumer satisfaction and loyalty - topics that are currently not receiving adequate attention by service management researchers. As a field grows, integrative review addresses the need to aggregate, critique and re-conceptualise the knowledge, as it continues to develop, this being particularly appropriate when contradictory evidence appears (Torraco, 2005). Nevertheless, this article summarises comments and integrates the most important models and theories concerning consumer satisfaction models, and adds suggestions for future research.
    Keywords: service quality; satisfaction models; satisfaction antecedents; integrative review; loyalty; service management; SERVQUAL; retail service quality; RSQ; service quality model; quality dimensions.
    DOI: 10.1504/IJSOM.2020.10030275
  • Nature of effects of dynamics of team control on project team effectiveness in construction project delivery   Order a copy of this article
    by Titus Ebenezer Kwofie, Clinton Ohis Aigbavboa, Ellence Dipolelo Molobela 
    Abstract: Plethora of research have indicated that task performance is influenced by the level of project team effectiveness and team control. However, little is known about the influence of team control on construction project team effectiveness. Using a questionnaire survey and a partial least square structural equation modelling (PLS-SEM) analysis, this study explored the effects of dynamics of team control on the level of team effectiveness in construction project delivery. The results revealed that formal control (FC) and informal control (IC) account for about 65% (0.648) and 30% (0.304) respectively of the total 71.0% variance in the level of team effectiveness in project delivery. Thus, formal and informal controls in project teams make substantial and moderate effects respectively to the level of team effectiveness in project delivery. Thus, project teams can enhance and legitimise their formal and informal controls in project delivery towards improving their effectiveness in task and team performance.
    Keywords: team control; team effectiveness; project delivery; teamwork.
    DOI: 10.1504/IJSOM.2020.10030276
  • Service facilities and hotel performance: empirical evidence from hotel-level data in Thailand   Order a copy of this article
    by Jordi Meya Domínguez, Piriya Pholphirul 
    Abstract: The main purpose of this paper is to examine the effects of service facilities on performance within the hotel industry. Its unique contribution is the use of national-representative secondary data on the hospitality industry in Thailand, as a case of a major tourist destination country. Covering 2,627 hotel observations, our estimated regression indicates that service facilities affect native guests and foreign guests differently, which can lead to different strategic actions for each group. Among all kinds of service facilities, providing internet service seems to be the greatest contribution to hotel performance. Therefore, in terms of managerial implications, hotel managers should make providing a sound internet connection a priority in order to ensure the successful short-term and long-term performance. As for social implications, especially among small and medium-sized hotels, improving hotel performance by upgrading service facilities is another important tool in promoting tourism as a poverty reduction strategy.
    Keywords: hotel performance; service facilities; Thailand; tourist demand.
    DOI: 10.1504/IJSOM.2020.10030277