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International Journal of Services and Operations Management
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International Journal of Services and Operations Management (134 papers in press)
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 quantitative exploration of service brand avoidance and its antecedents
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.
Analysis of the Factors That Influence Adoption of Information from Managerial Responses to Negative Electronic word-of-mouth
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.
Developing dimensions of the marketing-operations alignment construct
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.
A two-period lot of sizing and pricing model for a perishable/seasonal item
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.
Relationship between service quality, consumer values, satisfaction and loyalty: An empirical study of a shopping mall
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.
State of art Review on Strategies, Tools and Indicators of Sustainable Manufacturing
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.
An Optimization Approach for Simulation Operator Allocation and Job Dispatching Rule in a Cellular Manufacturing System
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.
A review on methods for materials planning and control in Healthcare Organizations
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.
Measuring effectiveness of ticketing services of public transportation
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.
Selecting maintenance strategy and policies based on key performance indicators using TOPSIS technique With a case study in the steel industry
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).
Antecedents of Investor Sentiment in Jordan Market: Exploratory Study via the Structural Equation Modelling Approach
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.
The Impact of Institute Size on the Relationship between Technological, Organizational factors and ERP Usage: A Moderation Analysis of Indian higher educational institutes
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, institutes 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 Institutes size.
Project Success in International Development Projects: The Case of Lebanon
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.
Simulation of Cutting Corners Chain in Healthcare Services
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.
Relationship between Government and Public Sector Universities in the Perspective of Agency Theory: A Brief Review
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.
Exploring the link between inventory and working capital through variability reduction across a food-based CPG supply chain
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.
PRE-TRAINING ANALYSIS FOR STUDENTS PLACEMENT TRAINING USING HENDECAGONAL FUZZY NUMBER WITH SIMILARITY MEASURE
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.
Multi-Manned Assembly Line Balancing Using Exact Solution Approach -A Case Study of a Tricycle Assembly Line
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.
Creating and developing the actor-network for a manufacturing firms mobility services
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.
"Attitudinal and Behavioural" Loyalty Toward Green Buildings Among Generations from Baby Boomers to Z
by Osama Abdelkader, Sherif Attallah
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.
Activity-based Management as Economic Effect Measurement for Implementing ISO 9001:2015 Clause
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.
Strategic Service Innovation in Sports Industry: Case of Korean Professional Baseball League
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.
A dynamic literature review on lean and agile supply chain integration using bibliometric tools
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.
Blood Supply Chain: The impact of Facility Location and Inventory Allocation Decisions for Non-Blood Inventories
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.
Comparison of demographic, geographic, psychographic and behavioral approach to customer segmentation
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.
A Fuzzy Mathematical Programming Model for Sustainable Supply Chain under Competition and Uncertainty Environment
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.
Customer Satisfaction and Loyalty in Malaysian Resort Hotels: The Role of Empathy, Reliability and Tangible Dimensions of Service Quality
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.
Work -life Balance of Women Professionals: Impact and Implications
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.
Service Quality and Student Learning Outcome of Higher Education, Mediated by Student Satisfaction in Bahrain Universities
by MAHMOOD AKBAR, Mohd Helmi Ali, Syed Shahalam
Abstract: Todays competitive nature of higher education is enormous, such that service quality is seen as a useful strategic tool for improving student learning outcome The ideals must be pursued for any higher education to attain global best practices or stand the risk of poor academic performance and enrolments deficit The purpose of this paper is to examine the role of service quality in higher education and student learning outcome in private institutions in Bahrain Furthermore, the paper aims to determine the mediating role of student satisfaction on the relationship between service quality and learning outcome In order to test the objective, a quantitative survey approach was adopted in this study where PLS-SEM was used for data analysis The results indicated that service quality significantly influenced students 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.
Scheduling and short-term demand forecasting in an on-demand ride service industry
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.
Impact of Student Perceived Service Quality and Faculty Transformational Leadership on Student Satisfaction and Student Motivation: An Empirical Study
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.
An Empirical Study on Employee loyalty on Organisational success
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 organisations 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.
A framework for enhancing the fresh food retail supply chain performance: evidence from India
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.
ASSESSMENT OF OPERATIONAL PERFORMANCE INDICATORS FROM DUAL PERSPECTIVES: TRADITIONAL VERSUS CONTEXTUAL
by ADENIKE MORADEYO
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.
Modeling a Multi-Objective Problem for Emergency Response in Disaster Management: Emphasizing on Mitigating the Impact of the Delay in the Crisis severity
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.
Impact based disaster classification: A prerequisite for planning and operations of humanitarian supply chain
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.
Using Time Motion Study to identify the determinants of Patient Satisfaction and impact of Long Appointment Wait Time: An Empirical Case of Radiology department
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).
Impact of implementing TPM Based Tool Cost Management Approach in Indian Manufacturing Industry
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.
Exploring the Impact of Orientations on Hospital-supplier Collaboration: An Empirical Study
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.
Building Supply Chain Resilience in Supply Chain Disruption: The Role of Organizational Ambidexterity
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 authors 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.
Knowledge Base and BOTs- Redefining Workforce Estimation Model
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 customers 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.
The Effect of Intellectual Capital on Organizational Performance: Evidence from Iran
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.
Analysis of a multi echelon supply chain network with Erlang replenishments, (s,S) inventory policies, lost sales and Poisson external demand
by Alexandros Diamantidis, Despoina Ntio, Michail Vidalis, Stylianos Koukoumialos
Abstract: This manuscript examines a serial multi echelon inventory system with , stages The last stage satisfies Poisson external demand that is equal to one product unit Each stage of the system places orders to its immediate upstream stage based on a reorder point-order quantity inventory control policy (s,S) The replenishment rate of every stage to its immediate downstream stage follows the Erlang distribution with K phases It is also assumed that if a stage has no sufficient inventory to fully satisfy an order made by its downstream stage, then the order is not completely fulfilled and the rest product units of the order are lost A continuous time Markov process with discrete states is used to analyze the examined system The creation of the transition matrix for any value of the system parameters can be achieved by applying the proposed algorithm.
Keywords: Continuous review inventory policy; Supply chain management; Markov processes; Performance evaluation.
The Effects of Total Quality Management (TQM) Practices on Sustainable Performance: Perspective from Malaysia
by Kit Yeng Sin, Muhammad Shahar Jusoh, Choon Ling Sim
Abstract: This study seeks to investigate the relationship between total quality management (TQM) practices and sustainable performance. Data were collected from 4- and 5- stars hotels in Malaysia from June to December 2018. Based on a sample of 121 valid responses, empirical results indicate that TQM practices have significant and positive impacts on sustainable performance, encompassing economic performance, environmental performance and social performance. These practices could be considered as critical quality management factors that significantly contribute to sustainability goals. This study enriches the literature on quality management and sustainability management, as well as provides some important insights into the effective allocation of resources to achieve sustainable development goals.
Keywords: total quality management; sustainable performance; hotel.
Implementation of Kaizen a Lean Manufacturing Tool in a Surgical Equipment Manufacturing Industry
by Shaman Gupta, Pankaj Chandana
Abstract: Kaizen is an important process improvement tool which is used in several situations with equal efficiency. It is versatile and is used across different industries and at different functions within an organization. Kaizen as a tool is successfully used to improve the processes and enhance the outcomes. The benefits of kaizen implementation are seen in the form of improved effectiveness and efficiency owing to a highly organized workplace, higher visibility across the organization and improved safety and enhanced employee morale among others. The present case study focuses on the implementation of the Kaizen in a scientific equipment manufacturing industry to help them perform better. The paper, which is a systematic analysis of literary resources leading to the implementation of kaizen is immensely useful for people from the industry and academia alike.
Keywords: Lean Manufacturing; Kaizen; Principles; Continuous Improvement; Case Study.
Web Analytics Applications, Opportunities and Challenges to Online Retail in India
by Vikas Kumar, Ogunmola Gabriel Ayodeji
Abstract: Online retailers need to understand and track the consumer behaviour on their website to generate profits With the multi-channel growth of online retail, it has become very much critical to analyse these behaviours and correspondingly plan their operations Web analytics has offered a number of tracking and analysis opportunities to the retailers, rather than just creating a sense from huge amounts of periodic batch data The insights from such analytics can be used to direct, optimize, and automate their decision making to successfully achieve their organizational goals Present work discusses the different categories of web analytics, along with their implementation and management perspectives Web analytics strategy implementation process has been outlined along with the commonly used web analytics tools A comparative analysis of the popular web analytics tools has been presented to indicate the specific choices Also, the present day challenges and opportunities have been presented.
Keywords: Web Analytics; E-Commerce; Online Retail; Online Shopping; Big Data; Business intelligence.
Modelling queues at ferry stations: principles and application
by Iñigo L. Ansorena
Abstract: It is well known that the flow of passengers at ferry stations is characterised by random variations following ferry schedules. Recognising the need to manage congestion, an approach based on queuing models is proposed. The motivation for this type of modelling comes from the short term, where the knowledge of bottlenecks is essential for efficient facility management. An empirical case study is presented to explore the effectiveness of the queuing model and reveal waiting times, service times, queuing duration and service levels. The methodological framework proposed in this paper sheds new light on service points and is therefore a good starting point for improving processes at peak times. In addition, the queuing model can be used to simulate more complex scenarios in the future.
Keywords: queues; ferry station; waiting times; queue lengths; level of service; waiting area; Jackson network.
Prioritization of Barriers in Implementing Sustainable Practices in Public Healthcare Sector: An integrated DEMATEL, ISM and PROMETHEE Model
by Rajagopalan Sridharan, E.N. Anilkumar, Ram Kumar
Abstract: Implementation of sustainable practices in healthcare sector is important due to environmental and social impact of hospital operations. In the present study, the barriers in implementing sustainable practices in the public healthcare sector are prioritized using an integrated DEMATEL-ISM-PROMETHEE approach. The barriers are identified through literature review and discussion with experts from the public healthcare sector in an Indian state. The inter-relationships between the various barriers were identified through the DEMATEL methodology. The driving power and the dependence power among the barriers were obtained using the interpretive structural modelling method. Finally, the prioritization of the barriers was achieved through the PROMETHEE method. The study shows that lack of support from supply chain members, lack of commitment from top level hospital management and ignorance about government rules and regulations among employees are some of the significant obstacles in adopting sustainable practices in the public healthcare hospitals in the Indian state.
Keywords: Healthcare; sustainable development; DEMATEL; ISM; PROMETHEE.
Competing Value Framework Model of organizational culture and job performance? An examination of the mediating role of HPHR practices
by Ali Zeb, Nor Hazana Abdullah, Misnah Misnah, Majeed Bin Othayman
Abstract: This study reported the relationships between Competing Value Framework (CVF) model of organizational culture and job performance through the mediating role of high-performance human resource (HPHR) practices. A quantitative research approach was adopted and data was collected through structured questionnaires from employees working in public telecom company in Pakistan. The Partial Least Square Structural Equation Modelling was employed for the analyses. The results of the study showed that three culture typologies of CVF; adhocracy, market, and culture have significant effects on job performance while hierarchy culture has an insignificant influence on job performance. Extensive training and incentive reward partially mediated the relationships between market culture and job performance. Furthermore, relationships between clan culture, market culture and job performance were partially mediated by selective staffing and extensive training. The CVF model of organizational culture provides a supportive framework for enhancing job performance through HRPR.
Keywords: Organizational culture; HPHR practices; Job performance; Telecom Industry.
Retrial Queue with Unreliable Server and Second Optional Service under K Types of Bernoulli Vacation
by SUGANTHI POOMALAI
Abstract: This paper discusses a single server retrial queue with two phases of service of which the second phase is optional. Further, the server is subjected to starting failures and takes K types of Bernoulli vacations. A necessary and sufficient condition for the system to be stable is investigated. The joint probability generating function of the system size and the server states are obtained using supplementary variable technique. Some of the existing results are deduced as special cases. Further, significant system performance measures such as mean system size, mean orbit size, server utilisation and probability of the orbit being empty are derived. The stochastic decomposition law is shown to hold good for this model also. Finally, extensive numerical illustrations are provided to showcase the effect of the parameters on the system performance measures.
Keywords: Retrial Queue; Two Phase Service; Supplementary Variable; K Types of Bernoulli Vacation; Stochastic Decomposition.
Deciding on inventory allocation policies in the auto parts Brazilian distribution chain
by Fabio Cardoso, Maria Lucia Galves, Jose Vieira
Abstract: The purpose of this paper is to evaluate the decision regarding whether to centralise or decentralise the stock of auto parts in Brazilian context. Extensive research was conducted regarding stock allocation policies, with a focus on centralisation and decentralisation, whereas the criteria for this decision were actually validated according to the opinion of Brazilian dealerships. A survey of 119 dealers revealed the important criteria for decision making using the analytic hierarchy process (AHP) approach. Our results demonstrate that dealerships assign high importance to delivery lead time, quality and flexibility in the delivery process from automakers. The results reveal that the simple trade-off between service level and inventory cost does not offer a definite distribution net design regarding stock allocation policies. This paper contributes by showing the criteria relate to different types of stock allocations influence the decision regarding whether to centralise an auto parts distribution chain in Brazil.
Keywords: Stock Allocation; Service Level; Transportation; Automobile industry.
DEVELOPMENT, MEASUREMENT AND VALIDATION OF CUSTOMER CHURN SCALE IN INDIAN MOBILE SERVICES
by Rajeswari PS, Suganthi P
Abstract: Indian mobile services endeavour the second largest stand in the worlds rank with the proliferated subscription. Mobile operators surface ceaseless competition with a vibrant market scenario as customer churn rates are acute. The study inducted to develop measures and validate the scale of customer churn in the Indian mobile services sector. A total of 1,102 customers were surveyed and structural equation modelling was instrumented to authenticate the reliability and validity of the customer churn scale. Price, corporate image, service quality, and customer relationship management have emerged as significant factors to influence the churn behaviour of customers in the Indian telecom sector. Even though mobile operators devise proactive strategies by investing and devising customer retention campaigns, they could not resist the ascending churn rates. This research paper recommends a validated scale to predict the customer churn in Indian mobile services sector as it is proliferating as well as the exponent in predominant churn rates. This unique study would encompass the contribution to the comprehensive development of customer churn scale in the Indian mobile services sector.
Keywords: Customer Churn; Mobile Services; Corporate image; Price; Service Quality; Customer Relationship Management.
Do Inventory Dynamics Predict Stock Returns? An Empirical Examination of Indian Manufacturing Firms
by Lamay Sabir, Tariq Aziz
Abstract: Purpose: This paper aims to examine the relationship between inventory dynamics and long-term future stock returns in the Indian stock market both at the aggregate market and industry-level Methodology: The authors follow the portfolio formation methodology to probe the link between inventory metrics and stock returns Findings: The results show that higher abnormal inventory growth is associated with lower future stock returns This effect is heterogeneous across industries and exists primarily in automobile, textile, agriculture products, and plastic products industries Further, inventory turnover exhibits a weak relation with the future stocks returns implying that this information is already incorporated in the prices Practical implications: The results show that abnormal inventory growth contains information regarding future stock returns and hence this result has implications for investors Originality/value: This study extends the empirical literature on the relationship between inventory related metrics and stock returns in general and fills the empirical void in
Keywords: inventory management; inventory dynamics; long-term stock returns.
Critical success factors for total quality management in primary and secondary education
by Eleni Sfakianaki, Andreas Kakouris, Christina Siontorou
Abstract: Total quality management (TQM) in primary and secondary education (P&SE) is of fundamental importance to improving the quality of an educational system Although the service sector has adapted and implemented TQM, there has been little evidence of its use in P&SE, despite the importance of this approach to higher education and the overall well-being of young people The purpose of this study is to determine the critical success factors (CSFs) of TQM for P&SE Following a review and synthesis of the quality management literature and a survey of experts in the field, an instrument of seven CSFs was developed to measure TQM implementation in P&SE This instrument was tested and validated in Greek P&SE units using a structured questionnaire Measures were tested for validity and reliability P&SE establishments can use the proposed instrument to guide their own TQM activities.
Keywords: critical success factors (CSF); total quality management (TQM); primary and secondary education (P&SE); schools; Greece.
DEVELOPMENT, MEASUREMENT AND VALIDATION OF CUSTOMER PERCEIVED VALUE (CPV) SCALE IN INDIAN FINANCIAL SERVICES SECTOR
by Suganthi P, Muthulakshmi A.P
Abstract: The purpose of this research is to analyse the dimensionality of the concept of customer perceived value in the banking and financial services sector. A total of 300 customers of financial entities were surveyed and structural equations models were used to verify the reliability and validity of the scale of perceived value. Perceived value is found to be a multidimensional construct composed of five dimensions: technology, professionalism, physical environment, emotional value and social value. A scale of overall perceived value in financial services was obtained, composed of five dimensions and represented by 22 items that are significant for their measurement. The validated scale can help the managers and strategists in the banking and financial services sector to frame marketing strategies according to the perceived value of their customers. As no other study with comprehensive development of a multi dimensional perceived value measurement scale was identified, this study recommends a validated scale to measure the customer perceived value in Indian banking and financial services sector.
Keywords: customer perceived value; CPV; value dimensions; banking and financial services.
Analysis of post-harvest supply chain impediments for rural employability and waste reduction
by Srikanta Routroy, Girish Kant Garg, RAHUL PRIYADARSHI
Abstract: The tremendous amount of economic losses, welfare losses and distress among the farmers due to produce spoilage and quality losses are a few major concerns in the Indian post-harvest supply chain (PHSC). A study for identifying and analysing the impediments in the post-harvest supply chain was performed to minimise them. The interpretive structural modelling (ISM) was applied on the identified impediments to analyse the interactions among them and matrix cross-reference multiplication applied to a classification (MICMAC) analysis was used to categorise the impediments into four clusters on the basis of driving and dependence power. The key impediments obtained from the analyses are lack of government support, lack of transportation infrastructure and lack of fixation of minimum support price and its revision are to be improved with time to improve farmer profitability, rural employability and waste reduction. These impediments appear at the bottom in structural analysis thus hold a prime value among the identified impediments. The utility of this study is stated in the practical implications section, i.e., adaption of value addition practices for onion to reduce the spoilage ratio.
Keywords: impediments for PHSC; value addition; vertical integration; ISM-MICMAC.
VMI Adoption in Automotive Industries: Two Different Perspectives
by Mohammad Juned, Jamal A. Farooquie
Abstract: Vendor managed inventory (VMI) is a collaborative approach to manage inventory-related issues. In this method, the vendor has the privilege and accountability of stock replenishment decisions through consistent automatic inventory or sales data from the buyer. This study attempts to explore critical VMI factors among the buyers and the vendors in Indian automotive supply chains. An attempt is made to compare how professionals and academia perceive VMI implementation. Two separate questionnaires formulated one for the corporates and another one for the academia. The Wilcoxon signed-rank test employed for comparing corporates (buyer & vendor) and academic view towards VMI. Further, the t-test used to investigate any significant difference for challenges and facilitators between the buyers and vendors. The outcomes from this study may help the automotive industry make a positive and efficient relationship between buyers and vendors and thus enhance the supply chain efficacy.
Keywords: Vendor managed inventory; automotive supply chain; Wilcoxon signed-rank test.
Buffer size evaluation in a bottle plant production system: a comparison between different solving methods
by Daria Battini, Ilenia Zennaro, Serena Finco, Riccardo Aldrighetti
Abstract: The Buffer Allocation Problem (BAP) is a crucial research issue in designing manufacturing systems. Several methods have been proposed including simulation modelling, exact and heuristics approaches. Simulation is usually time-consuming and requires expensive software; analytical approaches necessitate specific knowledge that is uncommon in companies, especially among small-medium enterprises (SMEs). Thus, practitioners generally develop empirical methods based on their experience, to get buffers size with easy-to-use procedures. This paper proposes a comparison between three BAP approaches: an empirical method, a simulation method, and an experimental formula, all applied in a real case study. Simulation approach leads to a great optimal solution, but it requires to buy the software and time to build the model. The empirical method requires a shorter time but the buffer size results in severe additional costs. Finally, the experimental formula proves to be a good trade-off between the obtained buffer size and the efforts addressed its application.
Keywords: Buffer Allocation Problem; Discrete Event Simulation; Automatic Production Lines; Experimental models; real case application.
An empirical study on warehouse automated materials handling equipment adoption in Malaysian Warehousing Sector
by Siti Norida Wahab, Muhammad Iskandar Hamzah, Zhen Xiang Khoo, Wen Sheng Yau
Abstract: This paper aims to test factors that influence automated material handling equipment (AMHE) adoption within the warehousing sector. Following a quantitative field survey involving warehouse operators in Klang Valley, Malaysia, the study collects a total of 100 responses. Data were analyzed using Structural Equation Modelling. Findings reveal that perceived trust, perceived benefits, and perceived costs have no statistical impact on AMHE adoption while management support, external pressure and knowledge have positive effects on the same outcome. Furthermore, different levels of knowledge were found to have polarized interaction effects on the direction of the relationship between perceived trust and AMHE adoption intention. Hence, this paper provides useful insights for warehouse operators on the importance of having sufficient knowledge of AHME in warehouse operations. Besides, warehouse operators' management needs to emphasize in allocating its resources in terms of investment and technology, towards AMHE adoption.
Keywords: material handling equipment; automation; warehousing; sustainable warehouse; industrial development; technological advancement.
Impact of Internal Marketing on the Customer Perceptions in SMEs
by Ahmet Demir
Abstract: Most of the studies in the internal marketing and customer perceptions relations have conducted survey questionnaire only to employees It is estimated that this methodology increase the risk of biases in evaluation Secondly, if employees evaluate the estimated perceptions of their customers, it might mean seeing things through rose spectacles. The current study investigates the impact of internal marketing on the customer perceptions. We have conducted two different questionnaire as one for the employees and another for customers We have asked employees about the motivation, rewarding, empowerment, communication, and training practices in their firms Secondly, we have asked customers about their perceptions of service quality, image, and satisfaction of the concerning firm The results were merged and the relations have been investigated via employing partial least squares (PLS) method The results have shown that rewarding and was the most important drivers, which influence customer perceptions. Empowerment had negative impact.
Keywords: Internal Marketing; Motivation; Empowerment; Communication; Rewarding; Training; Customer Perceptions; Service Quality; Corporate Image; Customer Satisfaction.
Ranking model for human seating comfort factors in automobiles: A best worst approach
by ANNAYATH MAQBOOL, NOOR ZAMAN KHAN, Talhah Shamshad Ali, Zahid Akhtar Khan, Rajesh Attri
Abstract: Comfortable seating while travelling by automobiles has become a necessity for occupants, rather than a luxury. Seating comfort is essentially important for health and safety of the automobile passengers. Several factors influence human seating comfort and therefore, this paper identifies them through comprehensive literature survey. Thirty-two such factors are identified, and they are categorized in five main categories. Subsequently, optimal weights of these factors are computed using a novel multi-criteria decision making (MCDM) method i.e. the best-worst method (BWM) based on which they are ranked so as to establish their importance with respect to human seating comfort. Further, sensitivity analysis is carried out to ensure robustness of the ranking results. This study is expected to assist design engineers and researchers in understanding the importance of the factors affecting human seating comfort in automobiles so that they can tackle them strategically to provide the desired seating comfort to the occupants.
Keywords: Human seating comfort factors; Multi-criteria decision making; Best-Worst method; Ranking; Sensitivity analysis.
The Influence of Work Life Balance on Affective Commitment with moderating role of Collectivism: An empirical study
by Ahmed A. Zaid
Abstract: The purpose of this study is to investigate that work-life balance facilitates not only benefits the higher education employers lives but also leads to better commitment and the role of collectivism as a moderator among variables. To verify the hypothesis, quantitative method was used to collect data in a Palestinian higher education employer; 231 respondents were obtained. The data was analyzed by using PLS-SEM. The result confirmed that work-life balance was significant impact on affective commitment. Result also revealed that collectivism as a moderator has a significant impact on the affective commitment. The implication of study suggested that employees should improving affective commitment level which aim to promote balance at workplace. The study contributes previous unstudied relationship between work-life balance and affective commitment in Palestine. This study was conducted in higher education institutions, where the concept of collectivism using first time between work-life balance and affective commitment.
Keywords: Work Life Balance; Affective Commitment; Collectivism; Higher Education Palestine.
Comparison of discrete and continuous travel time models for a multi-aisle AS/RS under different operating conditions
by Vishwesh Singbal, Gajendra Kumar Adil
Abstract: Travel time is a predominant performance measure of AS/RS in literature. Two basic approaches are available for modelling travel time: discrete and continuous. Continuous models involve approximation of travel time. This paper considers a single crane unit load multi-aisle AS/RS operating under a single command and one of the three storage policies. The performance of continuous model is compared with discrete model under different operating conditions characterized by different combinations of input parameters: number of aisles, storage rack shape factor, number of products and demand skewness. Through the comparison of percentage error of continuous model different configurations where continuous models perform well are identified.
Keywords: Multi-aisle AS/RS; storage policies; discrete models; continuous models; travel time models.
Assessment of service quality of private hospitals in southern India.
by G. YOGANANDAN
Abstract: Service quality measurement enables hospitals to focus on the areas in which they need to focus their energy and efforts. This study was conducted in Salem Region, an important city in the state of Tamil Nadu, located in the Southern India. The responses were collected through a structured and validated questionnaire. The sample size was 200. The study has used SERVQUAL model developed by Parasuraman et al. a proven data collection instrument, which is widely used by researchers around the world for measuring the service quality gap through a set of 22 statements that measure expectation and patients perceived experience. The study found that among all the five dimensions, the service quality gap is well pronounced in the assurance dimension. One of the important limitations of this study is that the nature and severity of the patients disease is not taken into the purview of this study as the pilot study highlighted their unwillingness to reveal such information.
Keywords: healthcare sector; hospital sector; Salem; service quality; SERVQUAL model; Southern India.
A Novel Efficient Control Chart to Monitor the Mean Vector & Variance-Covariance Matrix Using Support Vector Machine and Tuned Kernel Function
by Amir Azar, Sadigh Raissi
Abstract: Control chart is a popular statistical tool for continuous process monitoring and control. Nowadays it has been extensively extended to be applied on different situations. Hence current research addresses to a specific control chart based on support vector machine that is one of the most important data-driven models. Such multivariate control chart is a useful learning system based on constrained optimization theory that uses induction of structural error minimization principle and results a general optimized answer. Such nonlinear modeling method makes it possible to establish more consistent control, considering the real data distribution. The novel recommended control chart makes the user the ability to detect out of control variable according to their appropriate decision functions. Computational results are conducted using Hotelling T^2 chart employing average run length to determine the superiority of the proposed method. Implementing different shifts on process mean and variance in two and three variable processes reveals that the proposed chart has superior run length comparing by traditional Hotelling T^2 chart. Furthermore, the detection the source of out of control variable is also assessed.
Keywords: Statistical Process Control; Multivariate Control Charts; Support Vector Machine; Kernel Functions; Hotelling T2 Chart; Average Run Length.
Exploring the effects of lean practices and supply chain disruption on performance
by Kihyun Park
Abstract: Lean practices have been a dominant approach in dealing with business and supply chain issues for the last few decades, but many studies suggest that the leaner the supply chain process, the more vulnerable the supply chain network. This study aims to explore the relationship between lean practices and supply chain disruption occurrences (SCDOs) and their impact on firm performance. In a large-scale survey of 198 companies in the U.S., structural equation modelling was used to test the proposed hypotheses. The results of this study suggest that lean practices can promote a firms operational performance directly, but they can conversely decrease a firms operational performance by increasing SCDOs. This study contributes to the literature of lean practices and supply chain risk management and provides practical implications by extending our understanding of the positive as well as negative sides of the lean approach in operation and supply chain practices.
Keywords: Supply chain risk; lean practices; operational performance; firm performance.
Effect of positive psychological capital on service quality management in higher education
by Amal Mohamed, Mohga Abdel-Rahman Badran
Abstract: Purpose: The objective of this paper is to extend the boundaries of positive psychological capital to the area of service quality management in higher education. This research addresses the relationship of each of the positive psychological capital (PsyCap) resources of hope, self- efficacy, resilience and optimism and PsyCap as a higher order construct with service quality management. Design and methodology: This study proposed a model in which positive psychological capital (PsyCap) affects the perceptions of service quality in the higher educational sector. Structural equation modeling was used to test the hypothesized relationships on a sample of 1082 students in an Arab regional university- Egypt Branch. Findings: The findings support a positive relationship between: a) each of the resources of PsyCap, and with each of the dimensions of service quality management; and, b) PsyCap, as a higher-order multidimensional construct, with each dimension of service quality management and with service quality management.
Keywords: Positive psychological capital; hope; efficacy; resilience; optimism; service quality management in education.
Optimization model for simultaneous delivery and pickup vehicle routing problem with time windows
by Mst. Anjuman Ara, Md. Tanvir Ahmed, Nilufa Yeasmin
Abstract: Simultaneous Delivery and Pickup vehicle Routing Problem with time windows constrained is studied to improve the performance of logistics management for transporting goods by determining optimum vehicle routes. In forward supply service, a quantity of product is delivered to each customer and another quantity is picked up from customers as a part of reversed logistics. The objective of this model is to determine the efficient vehicle route under cost optimisation including fixed cost, variable cost and penalty cost for being tardy. This study proposes a hybrid genetic algorithm which incorporates three different heuristics for generating initial solution including sweep algorithm, time oriented heuristics and swap heuristic. In order to evaluate the performance of the proposed hybrid genetic algorithm, a comparison study is made with existing genetic algorithm. The results show that the performance of HGA is superior to that of GA in terms of the total cost consumption of vehicle.
Keywords: Supply chain management; Cost Optimization; VRPSDP; VRPSDPTW; Reverse logistics; Hybrid genetic algorithm; Genetic algorithm.
COMPARISON BETWEEN THE EFFECTS OF EDUCATIONAL PROGRAMS AND QUALITY OF WORKING LIFE ON PRODUCTS QUALITY
by Mohammad Khalilzadeh, Razieh Sadeghee
Abstract: In manufacturing manual jobs, staff skill plays a key role in product quality. The rapid development of various sciences and technologies and its impact on different aspects of enterprises shows the need for training human resources. In this study, the effects of two factors of educational programs and quality of working life on the employees motivation for improving product quality in a factory manufacturing car accessories were compared. Data were collected through a researcher-made questionnaire, and were analysed by SPSS software. After evaluating the reliability and validity of the questionnaires, the effect of educational program and quality of working life on the three variables of rework, wastage, and customer satisfaction, as the criteria for product quality, were investigated by using SEM with Smart PLS software. The findings showed that the quality of working life was more effective than the educational and training programs based on the product quality indices.
Keywords: quality of working life; QWL; educational program; employee motivation; product quality; structural equation modelling; SEM.
Markov analysis of academic performance of students in higher education: a case study of an engineering institution
by Rajagopalan Sridharan, K.K. Eldose, Bharat Dhage Mayureshwar, K. Ratna Kumar
Abstract: In the global competitive environment faced by educational institutions, operational excellence enables world-class performance. An important task of education planning involves determining the academic progress of students. The present research focuses on the development and analysis of a Markov model to evaluate the academic performance of students in a four-year engineering programme in an institution located in India. Initially, the transition probability matrix is developed for the academic progress of students using the frequency matrix obtained from historical data. The probability of movement of students between successive years of the academic programme is computed using the transition probabilities. Using Markovian process, the expected number of years spent in a specified transient state before absorption and the probabilities of absorption are determined. The analysis of results reveals that remedial classes and mentoring activities have played a significant role in increasing the graduation probability as well as decreasing the withdrawal probability.
Keywords: Academic performance; engineering education; Markov chain.
Predicting Customer Engagement Behaviour: The mediating role of hotel functional quality in the Vietnamese Hotel industry
by Gamal Khalifa, Nugyen Vuhieu Trung, Md Sazzad Hossain
Abstract: The studys purpose is to examine the relationships between customer-to-employee interaction (CEI), customer involvement (CI), optimal distinctiveness (OD), functional quality (FQ) and customer engagement behaviour (CEB) in the Vietnamese hotel industry. The research was conducted a quantitative survey, which targeted hotel customers and had managed yield 389 valid responses. The research applied structural equation modelling-partial least square (SEM-PLS) to justify the validity of the model following Smart PLS-3. The findings of the study have shown that CEI, CI, and OD significantly impact FQ. CEI, CI, and OD also significantly impact CEB through FQ. Finally, FQ significantly impacts on CEB. This study acknowledges the value of customers, which affirms the regional need for skilled employee to achieve hotel goal. These research findings strongly argued for more engagement programs in the departments, since the persistent lack of the appropriate skills mix poses challenges and has serious implication for hotel managers.
Keywords: customer involvement; functional quality; hospitality; customer engagement behaviour; CEB.
TECHNICIANS SELECTION AND ALLOCATION IN FIELD SERVICES USING A HYBRID APPROACH
by Jegan Jose, S. Prasanna Venkatesan, S. Kumanan
Abstract: Field service management (FSM) is to manage and mobilise technicians to customer locations for maintenance of assets. Increasing competition and decreasing margins force manufacturers of industrial equipment to augment with effective field service planning. Technician selection and allocation are essential cornerstones of field service planning. Efficient delivery of field services is a challenging task. Decisions are typically made under a dynamic and uncertain environment with assets installed at geographically dispersed locations. Researchers have explored the heuristics, algorithms and knowledge-based analysis for decision making in technician selection and allocation. Attention is sought to find methods for addressing the selection and allocation of technicians comprehensively. This paper presents a hybrid approach combining the analytic hierarchy process (AHP) integrated with mixed-integer nonlinear programming (MINLP) model to rank and allocate technicians to spatially distributed field services. The objective is to minimise the field service fulfilment cost. An example of a power generating company is presented.
Keywords: field service management; FSM; technician ranking; allocation; analytic hierarchy process; AHP; mixed integer nonlinear program; MINLP.
AN EMPIRICAL STUDY OF GREEN SUPPLY CHAIN MANAGEMENT (GSCM) PRACTICES AND ENVIRONMENTAL PERFORMANCE OF INDIAN MANUFACTURING ORGANIZATIONS
by Mohd. Azmi Khan, Salma Ahmed, Amgad S.D. Khaled
Abstract: Green supply chain management (GSCM) has emerged as a key business practice for organisations to make a balance between their operations and environmental performance. The aim of this study is to assess the impact of green supply chain management practices on environmental performance of organisation. Six green supply chain management practices were identified and propositions related to these GSCM practices were put forward. A research model was developed to examine the relationship between different GSCM practices and environmental performance outcomes. Data were collected from 171 respondents who are working as operations and supply chain professionals in manufacturing organisations. Exploratory factor analysis (EFA), confirmatory factor analysis (CFA) was used for analysing data and hypotheses were tested through structural equation modelling (AMOS). The results of the study postulate that internal environmental management practices, management support practices and investment recovery practices have positive impact on environmental performance of organisation.
Keywords: green supply chain management; GSCM; environmental performance; empirical study; manufacturing sector; India.
Maintaining Sustainable Production and Service by Mitigating Impact Industry 4.0 Factors in Petroleum and Coal Sector in Pakistan
by Muhammad Usman Tariq
Abstract: The study focuses on analysing the Industry 4.0 factors that have an impact on the sustainable production and services of the petroleum and coal sector in Pakistan. The study aims to resolve the various latest technological issues faced by the industries, especially the petroleum and coal industry of Pakistan. The author used quantitative methods for gathering data by conducting a survey. Seven hundred twenty-two questionnaires were sent to the employees of the petroleum and coal industries. The method used in the study is partial least square-structural equation modelling (PLS-SEM). Findings of the research help to understand the vital role of the Industry 4.0 factors like cloud computing, big data, cyber-physical systems (CPS), the internet of things, and in enhancing the performance that leads to improved production and service delivery. It further promotes team management and shared value creation for managing changes in the 4th industrial revolution.
Keywords: Industry 4.0; big data; IoT; sustainability; production; service; cloud computing; cyber-physical systems; CPS.
How to increase access to kidney transplantation: the analysis of a Brazilian public hospital through operations management
by Ana Carolina Pereira De Vasconcelos Silva, Thais Spiegel, Luiz Felipe Roris Rodriguez Scavarda, Augusto Da Cunha Reis
Abstract: End-stage renal disease is one of the most costly chronic diseases for the Brazilian public health system. Dialysis is still the most commonly used procedure, even though transplantation is one of the most recommended treatments. Considering the perspective of operations management as an approach for organisational interventions, the objective of this paper was to propose a new operation model for a transplantation unit in Rio de Janeiro State focused on reducing the patients waiting times in queues. The first step was to conduct a systematic literature review. Then, the kidney transplantation process was modelled using ARIS/IDS notation, which oriented the description and analysis of the operation model of the transplantation unit. A new model was proposed, along with a list of strategic, structural and political decisions to mitigate organisational, network design and budget pass-through logic inconsistencies.
Keywords: healthcare operations management; business process engineering; process modelling and analysis; kidney transplantation; operation model; healthcare public service.
A Small Service Enterprise: System Dynamics Study
by Virupaxi Bagodi
Abstract: The complexity is growing continuously due to the exponential growth in technological innovations. The managers in a business setting find it hard to manage a problem as it does not come alone; it is connected to another set of subsystems. This could be the reason why the list of Fortune 500 companies keeps changing. The mortality rate of the small and medium enterprises in India is also on the rise. The dynamic complexity is hard to handle and requires a radically different approach. System dynamics has been widely used to capture dynamic complexity due to its ability to capture nonlinear relations, delays, interrelations, and interaction among all the elements in a system. A case study was conducted in a service organisation employing system dynamics methodology. It has been systematically demonstrated through policy experimentation how managers fall prey to quick fixes in the real world setting.
Keywords: service organisation; india; system dynamics; quick-fixes.
The Impact of Service Open Innovation on Perceived Service Quality of Customer in Sari Municipality
by Aliraza Safarpour Soukhteh Kollaee, Rahman Ghaffari, Mohammad Mehdi Ahmadian Divceti
Abstract: The purpose of the present study was to evaluate the impact of open service innovation on perceived service quality from the viewpoint of client in Sari municipality. The present study is applied in terms of purpose, and in terms of research methodology, it is descriptive-survey and cross-sectional. The statistical population of Includes employees (570 people) and (unlimited) clients of Sari Municipality. Also, there have been an unlimited number of clients. The number of samples in both groups was 384 by relative class sampling method. Data were collected by a questionnaire and analysed by SPSS and AMOS software and confirmatory factor analysis. The results showed that open service innovation and employee components, organisational culture, recruitment and investment capacity in R&D, There was a significant and positive effect on quality of perception services, but intellectual property, technology infrastructure and communication and participation capabilities had no significant effect on quality of perception services.
Keywords: open service innovation; perceived service quality; Sari municipality.
Role of Artificial Intelligence in the Enabling Sustainable Supply Chain Management during COVID-19
by Muhammad Usman Tariq
Abstract: The purpose of the paper is to investigate the functions of artificial intelligence in supply chain management. In recent years, artificial intelligence framework has accomplished human-like performances in various previously considered computationally impossible tasks. Better access to large amounts of information, improved algorithms, and advanced hardware systems have led to artificial technology development. Artificial technology has supported business organisations to enhance their data collection abilities with the rapid advancement of different tools. If a product depends on supplies from multiple suppliers, disruptions can have subsequent effects. Organisations must redesign supply chains, improve flexibility, and re-evaluate the relationship with suppliers to reduce systematic risks. The methodology used in this study is a critical review of previous literature related to this topic. We searched the articles in the English language by following general research procedures. We manually searched different relevant articles from EBSCO, ProQuest, Emerald Insight, Science direct, Taylor & Francis, Wiley, JSTOR, and IEEE. The findings present the significant functions of artificial intelligence on sustainable supply chain management in the COVID-19 scenario. Future research perspective is also discussed.
Keywords: supply chain management; COVID-19; organisations; pandemic; sustainability; risks.
E.Government Use and Rebuilding Trust: Satisfaction with E.Services as a Mediator
by Sahem Nawafleh, Alaa Al-Salaiti
Abstract: This study intended to investigate the impact of using e-government on rebuilding the trust of citizen in the government through suggesting satisfaction with e-services as an intermediary variable. A descriptive-quantitative-exploratory approach was adopted by designing a self-administrated questionnaire for data collection purposes. Through convenience sampling, data was collected, and the sample comprised 397 individuals, who are citizens and users for e-government in Jordan context. Smart-partial-least-squares was adopted for analysis purposes. Results reported a significant direct impact for e-government using on rebuilding citizen trust (R2 = 26.1%), and a significant impact for e-government using on promoting satisfaction with e-services (R2 = 57.3%), and a significant impact for satisfaction with e-services on promoting citizens trust (R2 = 41.3%). The analysis also reported a significant indirect effect (0.452) supporting the suggested role for satisfaction with e-services as a full mediator. Following the gathered results, directions and recommendations for future studies were provided.
Keywords: e-government; trust in government; e-services satisfaction; citizens; e-services; Jordan.
DEVELOPMENT OF LOYALTY THROUGH INNOVATION PERCEIVED IN SERVICES
by Fagner José Coutinho De Melo, Djalma Silva Guimarães Junior, André Albuquerque, Eryka Fernanda Miranda Sobral
Abstract: This paper aimed to understand how consumers perceive the innovation contained in services, as well as to identify whether this perceived innovation affects customer loyalty through the services provided. A questionnaire adapted from Zolfagharian and Paswan (2008) was developed and 1,218 questionnaires were applied to four different segments of the service sector. After data collection, confirmatory factor analysis and structural equation modelling were used to test eight hypotheses developed to assess the perception of service innovation. Among the main findings, the significant relationship between the factor
Keywords: perceived innovation; customer loyalty; clients satisfaction; service; modelling structural equations.
UNDERSTANDING ROLE OF IN-STORE LOGISTIC OPERATIONS IN RETAIL: FINDINGS FROM PAKISTAN
by Arsalan Najami, Kanagi Kanapathy, Waqar Ahmed, Azmin Azliza Aziz, Yamna Arshad
Abstract: In this study, the role of in-store logistic operations is examined on customer satisfaction and loyalty in Pakistan. Disconfirmation expectation theory is adopted because customer satisfaction is the result of their expectation and shopping experience. Data from 201 respondents is collected via interception method and PLS-SEM was applied for the analysis. Results show that customer perceived in-store logistics has direct and positive impact on satisfaction and loyalty. Therefore, by improving in-store logistic activities, customer satisfaction can be enhanced. Results also show that customer perceived in-store logistic performance has no impact on store image, so store image does not have mediating effect in this study. Moreover, the role of customer satisfaction as mediator was found which highlights the importance of satisfaction in the process of providing efficient in-store operations for making more customers loyal. Based on findings, a thorough discussion is reported whereas the managerial implications are also discussed.
Keywords: in-store logistics; store image; customer satisfaction; PLS-SEM; loyalty; Pakistan.
The Work-Life Balance and Job Satisfaction
by Álvaro Dias, Carolina Feixeira, Leandro Pereira, Renato Lopes Da Costa, Rui Gonçalves
Abstract: The promotion of an internal environment marked by a positive and stable context contributes to the employees sense of belonging to the organisation. As such, it is increasingly important to enhance commitment and professional satisfaction, and at the same time, allowing their employees to achieve a balance between their professional and personal life. Using a quantitative study based on a survey sample of 262 workers, our findings reveal that the organisational environment positively affects job satisfaction. Furthermore, results indicate a strong and relation between organisational engagement and employee satisfaction. However, no significant relationships were found between organisational commitment and between professional and personal life balance. It was also found that organisational commitment mediates the relation between the organisational environment and job satisfaction, but not the relation between organisational commitment and the balance between professional and personal.
Keywords: organisational commitment; organisational environment; work-life balance; job satisfaction. .
Planned organisational change and organisational commitment-to-change: The moderating role of leader-member exchange (LMX)
by Kah Chun Cheong, May Chiun Lo, Abang Azlan Mohamad, Thurasamy Ramayah
Abstract: This study aims to explore the relationship between planned organisational change and organisational commitment-to-change and how would leader-member exchange moderates the relationship in regards to change readiness, valences and perception of change. Organisational change is a complex process and the behavioural responses of employees towards the change are rather complicated. Despite the complexity, not much research has been conducted to show how these variables are related to each other. One hundred eighty-four respondents from the financial industry of Malaysia had participated in this study. Based on the nature and characteristics of this research the SmartPLS method was used. Surprisingly, the results of planned organisational change and organisational commitment-to-change show different implications as compared to past research but leader-member exchange remains as the determinant in moderating the relationship between the two variables. In conclusion, the findings of this research create a new path for the study of an approach, unlike others.
Keywords: organisational commitment-to-change; planned organisational change; leader-member exchange; LMX; change readiness; valences; perception of change; Malaysia.
Exploring the direct and mediating effect of transformational leadership on employee commitment
by Álvaro Dias, Veronica Silva, Leandro Pereira, Renato Lopes Da Costa, Rui Alexandre H. Gonçalves
Abstract: The present study aims to correlate the concepts of organisational environment and employee commitment, having the concept of transformational leadership, and its role in organisations and subordinates, as an interlinked chain. In the context of the organisational environment, its important that companies are aware that it is through transformational leadership, and greater attention to the needs of their employees, that they will be able to last through time, resisting constant changes, inside and outside the company organisational environment, and keep employees in the organisation. A good leader is essential in an organisation because it maintains the harmony between the human needs and the organisation objectives, perpetuating the culture of the organisation and thus promoting the growth and success of both the company and its constituents. Human development must be seen by organisations as an organisational strategy and people management is part of this process. The results have showed that organisational environment has a significant and positive effect on transformational leadership and that transformational leadership has a significant and positive effect on organisational commitment.
Keywords: organisational environment; transformational leadership; organisational commitment.
Challenges of Applying the Contract Integrated Project Delivery (IPD) Method in Construction Industry Projects based on the knowledge-intensive service
by Mohammadjavad Nasiri Jahroudi, Mehdi Nani, Ebrahim Safa, Ehsan Sadeh
Abstract: In the present paper, an attempt has been made to identify the principles of the integrated project delivery (IPD) contract method, to assess the current status of infrastructure projects in developing countries to implement these principles. For this purpose, using a mixed method (qualitative and quantitative) and using interview tools and questionnaires, the opinions of experts in road construction projects in Iran were collected. The results of evaluating the current situation of these projects showed that in recent years, the application of participatory approaches, which is the beginning of IPD-based projects, is moving from the path of philosophy to the method of implementation. But there is still a long way to go to reach the end of the road, which is to complete projects with the IPD system. Also, based on the opinions of experts in examining the requirements and prerequisites for achieving the principles of IPD, various challenges were identified. Then, using integrated fuzzy multi-criteria decision-making methods (FAHP and FTOPSIS), these challenges were prioritised and corrective solutions for more important challenges were proposed.
Keywords: contract; knowledge-intensive; construction management; fuzzy system.
A multi-objective mathematical model for the design of a closed cycle green distribution network of mass consumption products
by John Wilmer Escobar, Jose Luis Ramirez, Alejandro Lopez Velez, Mauricio Aguilar
Abstract: This paper considers the optimisation of a multi-objective supply chain of mass consumer products considering the maximisation of profit and minimising the environmental criteria for designing a closed green cycle distribution network. The objective is to determine the closure and consolidation of facilities and determine product flow for the system. The mathematical models efficiency has been proved with real information obtained from a Colombian multinational company. The obtained results confirm the models effectiveness and the positive aspects determining the environmental impact on gas emissions related to the type of used transportation modes and the company case studys expected profit.
Keywords: multi-objective mathematical model; supply chain; transport logistics operations; pollutant emission.
The drivers of success in new-service development; Rough set theory approach
by Mahmoud Dehghan Nayeri, Moein Khazaei, Danial Abdolah Beiki
Abstract: This paper aims to identify the most affecting factors in the service industrys new service development (NSD). Accordingly, it deploys an exploratory research method employing a rough set theory. To this aim, it assesses the NSD maturity level of 30 service firms in response to the extent of the literature-based NSD affecting factors. The NSD maturity was estimated according to Jin et al. (2014), including four areas of customer involvement, strategic, knowledge management, and required process documentation. Accordingly, the rough set approach employed to scrutinise the relationship between the affecting factors and the studied firms NSD maturity. Findings prove that innovation is the core of the NSD process since it was the most frequent within all RS reductions. Moreover, the organisations strategic orientation and maturity, and market orientation are the most significant determinants of firms future NSD potential.
Keywords: new service development; NSD; maturity; rough set theory; service industry.
Effect of uncertainty in demand and production for manufacturing industries during COVID-19
by Renu Sharma, Anubhav Pratap Singh, Ritu Arora, Anand Chauhan
Abstract: The demand for personal hygiene products has increased during COVID-19 pandemic outbreaks. It has resulted in the increasing production of hygiene products. During the corona virus epidemic, globalised and uncertain demand for personal hygiene products creates complicated situations for the manufacturing firms. This article explores the fuzzy model of economic production for hygiene products with uncertainty in demand and production. Due to the rising demand for hygiene products, the demand rate has set as a linear time function, while the production rate has been taken directly proportional to the rate of demand. Therefore, due to ambiguity or vagueness in demand, this proposed model has considered the triangular fuzzy number with an upper and lower split. The weighted sum method has turned the multi-objective problem into a single objective. The optimisation technique has used to minimise the producers overall cost under the condition mentioned earlier, and the model is validated numerically.
Keywords: fuzzy economic production quantity; ?-cut; weighted sum method; fuzzy demand rate; fuzzy production rate.
Relationship between Downsizing and Organizational Performance: Serial Mediation Effect of Employee morale and Tolerance to ambiguity
by Sumathi GN, Stephan Thangaiah I. S
Abstract: The purpose of the study is to examine the impact of downsizing on organisational performance. The study adopts serial mediation analysis through employee morale and tolerance to the ambiguity between downsizing and organisational performance. It uses organisational support theory to establish the relationship among study variables. The data are collected from employees in the manufacturing unit using a questionnaire and analysed using structural equation modelling. The analysis found that downsizing positively impacted organisational performance and provided evidence that downsizing action, when viewed as affirmative action by employees, brings positive outcomes. The results emphasised the importance of employee morale and the need to create a culture of tolerance to ambiguity for achieving sustainable organisational performance. The study results added to the downsizing literature by establishing both its direct effect and indirect effect on organisational performance.
Keywords: downsizing; employee morale; organisational performance; tolerance to ambiguity; manufacturing sector; employee attitude; serial mediation; survivors; structural equation modelling; positive action.
A Strategic Assessment and Evaluation of the Major Factors Behind the High Failure Rate of Many Restaurants in the City of Beirut-Lebanon
by Laurent Yacoub, Atef Harb
Abstract: Only 65% of restaurants survive beyond their fifth year, despite being a lucrative industry. Restaurant failure is prevalent in contemporary global business environments, including Lebanon. This study sought to explore external, internal, and personal factors that contributed to high closure rate of restaurants in Beirut despite its dining potential. A qualitative study using semi-structured interviews solicited owners perception of restaurant failure. Using snowball sampling, we interviewed 28 restaurateurs who ceased operation before their fifth year of operation. Findings found internal more than external factors accounted for restaurant failure, with personal factors playing a significant role. The research recommends restaurateurs focus on prudent financial management by investing more on professional development, human resource management and marketing, and technological aids, and less on aesthetic or high-end items at start-up that reduce return on investments. Moreover, owners should develop and implement pragmatic and consistent business strategies to improve brand positioning and operational coherence.
Keywords: strategic management; restaurant failure rates; Beirut restaurants; internal; external and personal factors; operations management; financial management; entrepreneurship; business life cycle.
Smart Supply Chain Management Issues and Challenges
by I.S. Stephan Thangaiah, Arumugam Vasumathi, Rajesh Mamilla, Anil Chandrasekaran
Abstract: Customer expectations require, quality, and timely delivery are major drivers of various changes in logistics and smart supply chain management (LSSCM). The main objective is to study the existing transport management system integrated with SAP ERP and its data availability, reliability in Retail Company. It includes a lot of exploratory analysis, their day to day trip reports are analysed through the reports generated and identify the missing links or the loopholes in the system, after which an overview of solutions are being provided to improve on the existing system. By considering the importance of Logistics 4.0 strategies, the researchers studied the current transport management system adopted by Retail Company in India. This study identified the issues in the existing system and suggested appropriate solutions for the improvements of the existing LSSCM system. The researcher found that the retail company was facing operational issue as the non-availability of vehicles.
Keywords: customer; information; speed; satisfaction; logistics; supply chain management; SCM.
Optimization of a fuzzy inventory model with seasonal demand rate in two different markets
by Neelanjana Rajput, R.K. Pandey, Anand Chauhan
Abstract: The seasonal dependent demand is a major factor for the fluctuations in the demand for seasonal products. To fulfill this demand, the retailer produced a large size of items, but due to the short time of the season, there are some items remains in the stock. Due to the nature of the deterioration of the product, the retailer wants to sell all the products in stock. So the alternative marketing is the best way to get more profit with low inventory costs. The presented article is all about the fuzzy seasonal demand which depends on both price and time and retailers sell the products in both the potential markets say first and second. A second market is required to sell in good profit before all items go bad due to deterioration condition, but due to the different demand in both markets, the fluctuations comes in the demand. To deal with the vagueness of the demand parameter, we use a triangular fuzzy number and defuzzify with the signed-distance method to optimise the total profit function with a numerical example show the application of the model.
Keywords: deterioration; Weibull distribution function; partial backorder; seasonal pattern demand; optional market; triangular fuzzy number; signed distance method.
The Glass Ceiling Phenomenon in the U.S. and EU Labor Market: A Comparative Study
by Saska Gavrilovska, Balasundram Maniam
Abstract: The paper will explore the issue of the glass ceiling phenomenon that implies discriminatory actions toward women and minorities in the workplace. The invisible barrier prevents women and minorities from climbing above a certain level in the organisational chain of command. The purpose of the paper is to confirm the presence and identify the cause of the glass ceiling through an examination of its effects in the labour market. Hence, this is a comparative analysis paper of the glass ceiling phenomenon in the labour market in two different areas, the US and the EU. The historical literature selected indicates the constant progress of women and minorities in the middle management positions; however, little to no progress in the top management positions. The paper further explores possible explanations of the glass ceiling phenomenon such as personality difference, discrimination, and challenges of motherhood/childcare.
Keywords: glass ceiling; discriminatory actions; women; minorities; labour-market; US; EU; cause and effect.
Pharmaceutical supply chain network and competitive distributor location
by Zahra Namazian, Reza Kiani Mavi
Abstract: This paper proposes a bi-level, integer programming, and nonlinear model for the competitive location problems in the pharmaceutical supply chain. Existing and candidate distributors compete to successively service customers in competitive supply chain. It proposes a mathematical model for the Darou Pakhsh pharmaceutical supply chain where the upper level tries to propose the best locations for the distributors and the lower level selects the best distributors to cover the demand areas. The proposed mathematical model presents important factors such as the business share of the market and utility to optimise the competitive distributor location in the case study. Decision-makers are also interested in finding the rank list of distributors; therefore, the MADM method, VIKOR, is proposed to select the best distributors among different alternatives according to critical criteria. Finally, sensitivity analysis is used to analyse the effectiveness of the radius of influence of distributors parameters on the follower objective function.
Keywords: competitive facility location problem; pharmaceutical supply chain; game theory; Karush-Kuhn-Tucker conditions; bi-level nonlinear integer programming.
Strategic planning for environmental sustainability in supply chains: an ISM and MICMAC approach
by Saheim Khalaf Al-Josaiman, Faisal Talib, Mohd. Nishat Faisal
Abstract: The research reported in this paper relates to the environmental dimension of sustainability in SCs in large manufacturing organisations in Qatar. Interpretive structural modelling (ISM) and cross-impact matrix multiplication applied to the classification (MICMAC) approach was applied to develop a hierarchy-based model for the 14 enablers of environmental sustainability derived through extensive literature review. Findings suggest that there is a set of variables like top management support and supportive legislation that can be considered as strategic in nature and drivers of environmental sustainability in SCs. While another set of variables like company image and reduced costs are resultant actions, which have high dependence implying that any improvement in these variables requires action on lower level variables. It is recommended that top management should focus on variables with high driving power and low dependence.
Keywords: supply chain management; environmental sustainability; interpretive structural modelling; ISM.
Understanding the adoption of co-working spaces
by Juliana Christino, Erico Cardozo, Renata Petrin, Alexandre De Pádua Carrieri, Juliana Silva
Abstract: Due to the particularities of this business model and its recentness in emerging countries, the main purpose of this study is to analyse the antecedents that impact the consumers intention to use co-working spaces and their use behaviour among Brazilians who use shared workspaces. Considering this, we have adapted the unified theory of acceptance and use of technology 2 (UTAUT2) model by adding the motivational factors concerning the use of co-working space to increase the explanatory capacity of the model and find evidence on how to increase the attractiveness and effectiveness of this business. For this purpose, a survey with 259 users was conducted. Data analysis was performed with the Smart-PLS software, used for structural equations modelling (SEM). The main findings of this research indicate that performance expectancy, effort expectancy, social influence, hedonic motivation, habit, independence, work environment, and networking have a significant impact on the intention to use co-working spaces and the consumers use behaviour.
Keywords: co-working; intention to use; use behaviour; UTAUT2.
Investigating the Readiness to Use enterprise social media in Employee Recruitment (A Case Study of Automotive Industries)
by Hedieh Shakeri, Mohammad Khalilzadeh, Ashkan Hafezalkotob, Seyed Ahmad Yazdian
Abstract: Organisations spend a lot of time and money to successfully implement the recruitment process. During the time when financial crisis occurs and unemployment rate goes up, employers and job seekers look for better ways than traditional ways of attracting and recruiting employees. In the present study, a research was conducted in the field of human resources (HR) of some automotive companies by applying unified theory of acceptance and use of technology (UTAUT). The results were analysed through structural equations and Smart PLS. The results of the study indicated that performance expectancy, effort expectancy, and social impact and influence have positive effect on Behavioural Intention. Also, facilitating conditions have positive effect on usage behaviour.
Keywords: employment; recruitment; social media; unified theory of acceptance and use of technology; UTAUT; structural equations.
Robustness in Production Systems
by Christian Stockmann, Herwig Winkler
Abstract: In production systems, the concept of robustness is widespread due to various applications, purposes, and interpretations. However, little is known about the conceptual characteristics of robustness in production settings and even less about its distinctions from other related terms such as flexibility or agility. That is why this paper systematically reviews production literature to identify the contexts in which robustness is mostly applied and to analyse existing concepts. It is found that despite a vast literature body addressing robustness in varying forms, few studies cover it on a conceptual basis. Within this small sample, a rather general agreement on the meaning of robustness in production systems is found. However, details, interpretations, mentioned interlinkages to related terms differ across the identified literature. Based on the findings of the review and with the help of established literature on adjacent concepts, a comprehensive understanding of robustness in production systems is developed.
Keywords: robustness; production management; production systems; stability; operations management; flexibility; resilience; resistance; changeability; agility.
Managing a Green Supply Chain: Role of Communication, Collaboration, Learning and Trust
by Sundus Chishti, Salma Ahmed
Abstract: The study reveals that how the interplay of human dimensions communication, collaboration, learning and trust helps in managing a green supply chain. The study is based on primary data as well as secondary data. Primary data was collected by interviewing supply chain experts in academia and industry. Secondary data has been collected from various case studies and surveys. The study revealed the importance of communication, collaboration, learning, and trust in managing a green supply chain. Communication coupled with collaboration imparts learning, skill development among supply chain members. Frequent communication among supply chain members and collaborative initiatives fosters the inter-organisational relationships which impart trust in the relationships. When the various firms trust each other, they work together towards a common goal that creates positive outcomes. Supply chain managers need to develop a long-term relationship with other stakeholders to manage a green supply chain.
Keywords: green supply chain management; GSCM; communication; collaboration; learning; trust; sustainability.
Railway Construction Project Risk Assessment Techniques: Systematic Literature Review
by Tesfaye Gashaw, Kassu Jilcha
Abstract: The purpose of this study is to conduct a systematic literature review of risk analysis techniques for railway construction projects. This review includes related papers on construction project risk analysis methods published between January 2000 and March 2020. For this review, the existing project risk analysis methods are classified as probabilistic, fuzzy logic, multi-criteria decision-making (MCDM) and system dynamics approaches. The results of the review showed that fuzzy analytic hierarchy process (FAHP) and fuzzy analytic network process (FANP) are dominant hybrid MCDM approaches for construction project risk assessment. Nonetheless, these approaches have their own limitations to handle dynamic and feedback effects of project risks as well as update new information when available. Hence, for railway construction project risk assessment, hybrid approaches that can deal with uncertainty, causal relationship, feedback, correlated and conflicting criteria are recommended for future research.
Keywords: railway construction project; risk analysis; risk assessment techniques; system dynamics; systematic literature review; fuzzy analytic hierarchy process; FAHP.
Application of lean techniques and simulation to improve efficiency of oncology department
by Sergio Fichera, Antonio Costa, Roberto Corsini, Vincenzo Parrinello
Abstract: In this paper a novel perspective of lean application on the specific case of the oncology units was studied. The oncology department of a hospital located in the Southern Italy was investigated to find lean improvement solutions. In according with the well-known Lean philosophy, we have followed the DMAIC cycle (define measure analyse improve control). A discrete event simulator properly integrated with the value stream map tool, (hereinafter denoted as DVSM) was devised to improve the service level of the oncology department, under the objective of increasing the patients satisfaction. To this end, a design of experiments (DOE) involving several management factors has been developed and 72 future dynamic value stream maps (FDVSMs) have been evaluated accordingly. The ANOVA analysis allowed to statistically infer about the impact of all factors on the system and to identify the best FDVSM.
Keywords: value stream map; VSM; discrete event simulation; DES; oncology; design of experiments; DOE.
Evaluation of key enablers of Green supply chain management in Indian manufacturing industries: A Fuzzy approach
by Kaibalya Nayak, Deepak Singhal, Sushnata Tripathy, Biswajit Mohapatra
Abstract: Manufacturing industries are an indispensable source for a nations financial development; however, those industries are also a major source of increasing environmental issues. The situation is no different in India. Recently, green supply chain management (GSCM) is emerging as a key strategy that can reduce the negative impact on the environment. Indian manufacturing industries lag in implementing GSCM. This research highlights the different key factors which affect the execution of GSCM in the Indian manufacturing sector. Further, the fuzzy DEMATEL framework is established to prioritise the key factors and to establish a cause and effect relationship among the factors. The results of this study uncover that
Keywords: green supply chain management; GSCM; key factors; fuzzy DEMATEL; India; manufacturing.
Critical Business Design Factors in the Internet of Things Service Supply Chain: A Review and Typology
by Luke T. Treves, Mikko Pynnonen, Mika Immonen
Abstract: The internet of things (IoT) is a relatively new concept that combines ubiquitous and pervasive computing, sensing and communication technologies, and embedded devices to form a system where the real and digital worlds meet and are continuously in interdependent communication. In this context, IoT acts as an intelligent service supply chain linking objects, information, and people through computer, smart object and sensor networks. This service supply chain creates numerous business design challenges. This article addresses these challenges by providing a cohesive typology matrix to explain the IoT service supply chain. The matrix has been developed through a systematic literature review of 78 academic papers, identifies the key contributors and influences at each stage of the service supply chain and their inter-relationships, to facilitate the rectification of business design and integration challenges that may emerge at the different stages of the sequence.
Keywords: internet of things; IoT; IoT ecosystem; service supply chain; IoT reference model; IoT architecture; business ecosystem; business design; IoT typology; literature review; IoT matrix.
Supply Chain Considerations in Digital Strategies, E-Procurement, and CRM
by Alan D. Smith
Abstract: While supply chain disruptions are a drastic example of changes businesses must react to, being flexible and reactive will prove beneficial for companies. While being able to react to such disruptions is important, it is even more vital for supply chains to be proactive in a Covid-19 reality. Companies need to be adapting to changes in how customer relationships are maintained within digital supply chain (DSC) platforms. With more and more people working remotely, companies must still ensure their customer relationships are being maintained. This is one example of a supply chain challenge that this paper looks to unfold. By highlight the importance of digital platforms in e-procurement, increased technology and transparency are vital to successful companies, either B2C, B2B. Companies who are willing to learn and adapt become more competitive. The paper briefly dives into SAP Ariba and Jaggaer, and their role in aiding e-procurement and CRM.
Keywords: blockchain; customer relation management; CRM; digital supply chains; DSC; SCM information system; SCMIS; search-engine optimisation; SEO.
Revisiting the global expansion strategy of fast-food brand: Modelling of satisfaction antecedents in marketing management
by Hiroko Oe, Max Weeks
Abstract: This study explores consumers perceptions of the fast-food business strategies of McDonalds in a foreign market. Under the setting of Japan as a foreign market, a qualitative method is applied in the study, with 24 interviews with Japanese people based on the following key themes: local menu variations, local management and other employment opportunities, environmental friendliness, and corporate citizenship. It is found that Japanese consumers evaluate most the global brand value as an US icon in the Japanese market, rather than appreciating the effort in adapting to the local market. While it has typically been discussed that localisation is one of the key elements for business success, the outcome of this study suggests that research focusing on the antecedents realising customer satisfaction and loyal behaviour needs to have more attention, and that reconceptualising knowledge is important, especially since contradictory evidence appears as the global market expands.
Keywords: fast food; McDonalds; Japan; localisation; western brand; accessibility; environmental friendliness; re-conceptualisation; corporate citizenship.
Lean Operations and Competitive Advantage in the Pharmaceutical Industry
by Abdel-Aziz Sharabati
Abstract: The purpose of this research is to investigate the effect of lean operations on Jordanian pharmaceutical manufacturing (JPM) organisations competitive advantage. Data collected by a questionnaire from 116 managers working at 10 out of 14 JPM organisations. After confirming the validity and reliability of the questionnaire, the researcher conducted a correlation test between variables to check relationships, then multiple regressions to test the hypothesis. Results show that JPM organisations implement selective lean tools and competitive advantage dimensions. The research found that there is a strong relationship between lean tools, and between competitive advantage dimensions, as well as, between lean tools and competitive advantage. Regressions show that lean tools significantly affect cost, speed, and reliability, but do not significantly affect quality and innovation. Moreover, lead-time, setup time, inspection time, and delivery time significantly affect competitive advantage, while inventory does not significantly affect competitive advantage. The research recommends that carrying out similar studies to investigate the effect of lean tools on other industries in Jordan, and on the pharmaceutical industry in other counties to test results generalisability.
Keywords: lean operations; lead-time; setup time; inspection time; devilry time; inventory; competitive advantage; pharmaceutical industry.
Organizational forgetting in organizations; Identify causes and contexts using Thematic Analysis method
by Akbar Hassanpoor, Saeed Jafarinia, Yousef Vakili, Seyyed Javad Marashi
Abstract: Organisational forgetting is the main issue in organisations that have been considered by researchers in recent years. This study was conducted to examine the causes and themes of organisational forgetting in organisations based on the thematic analysis. This papers case study comprised 40 Iranian and foreign studies on organisational forgetting over the past ten years. The results indicated that the main causes and themes creating organisational forgetting depend on two individual and organisational factors. In the case of individual factors, some components such as a sense of incapability and meaningless and organisational factors include organisational culture, inappropriate human resource management, lack of a strategic plan in the organisation, non-productive interactions in or out of the organisation, and lack of suitable maintenance and retrieval systems lead to such problem. According to the obtained results, it was recommended that researchers focus on designing an organisational culture model to cope with organisational forgetting by considering the mediating role of succession.
Keywords: organisational forgetting; organisation; thematic analysis.
Integrated Grey Entropy and COPRAS methods for Machine Selection Decision Problem
by Elif Çirkin, Askin Özdagoglu, Imran Patel, Mukund Nilakantan Janardhanan
Abstract: Decision-making processes play a significant role in the success or failure of any organisation. In todays globally competitive environment, organisations embark upon decision-making procedures and techniques facilitating them to survive and compete in such a harsh environment. Moreover, prompt, proper, and dynamic decisions enable effective and efficient management of firms operations. Machine selection decision problem has been proven as a critical factor for both manufacturing and maintenance processes. A variety of decision-making methods and techniques have been introduced and developed in the last few years in order to cope with various decision issues. Within the scope of this study, an integrated grey entropy
Keywords: multi-criteria decision-making; MCDM; milling; manufacturing; grey entropy; machine selection.
The Influence of DevOps Practices in ITSM Processes
by João Faustino, Ruben Pereira, Miguel Mira Da Silva
Abstract: In an information technology (IT) perspective, the world is evolving at a great speed. The IT services have expanded, most organisations started to implement processes that enable the lifecycle of these IT services. The discipline that covers all these processes is called IT service management (ITSM). Nevertheless, ITSM nowadays is seen as a bureaucratic discipline, where the process of creation and support of the IT services are two separate teams. There is an emerging agile culture called DevOps that aims to bridge these two teams: development and operations. The focus of this bridge into one team, is to deliver quality software and secure its operation. This research systematic analyses the literature and shed light on how DevOps practices can assist ITSM processes. This research concludes that automated deployment as the most useful practice and incident and problem management is the most beneficial processes. Future directions are pointed.
Keywords: DevOps practices; agile; ITSM processes; influence.
Linking Supply Chain Disruptions and Manufacturing Firms Operational Performance in a Developing Country Context
by ADENIKE MORADEYO, Adegoke Oke, Obinna Muogboh
Abstract: This study empirically investigates the link between supply chain disruptions and operational performance in manufacturing firms in a developing country context. Based on a survey sample of 150 manufacturing firms in Nigeria, hypotheses relating to the linkages between disruptions and firms performance were developed and tested. Multiple regression analysis was carried out using the data obtained from the survey. Four major categories of supply chain disruptions were identified and analysed: supply-related disruptions, demand-related disruptions, power-related disruptions and transportation-related disruptions. New categories of supply chain disruptions were identified in this context and are novel to risk categorisation in the main stream supply chain risk management literature. The study reveals further interesting and counter-intuitive findings in terms of the links between supply chain disruptions and manufacturing firms operational performance that may be unique to a developing country context. The theoretical and practical implications of the study were also discussed in this paper.
Keywords: supply chain disruption; risk; operational performance; developing country; manufacturing; Nigeria; demand; power; transportation.
Digital bank accounts and digital credit cards: extending UTAUT2 to FinTechs services in Brazil
by Erico Cardozo, Juliana Christino, Ana Carolina Paiva De Carvalho
Abstract: The purpose of the work is to propose and test a model that could assess likely antecedents, moderators, and consequents of the adoption and use of digital bank accounts and digital credit cards, services offered by fully digital financial technologies (FinTechs). The theoretical model UTAUT2 extended was utilised with the constructs security concerns, relative advantage and personal innovativeness (as antecedents), collectivism individualism, prevention of uncertainties, short/long term orientation (as moderators) and word of mouth (as a consequent). The research model was tested based on 413 valid responses from users to a survey analysed via structural equations modelling. The antecedents explained 83.7% of use intention of the FinTechs financial services analysed. Meets a research gap concerning a relatively novel business model in a financial segment that is still short of empirical research and is utterly novel as far as the theoretical proposal presented is concerned.
Keywords: acceptance of the technology; behavioural intention; FinTech; digital bank account; digital credit cards; UTAUT; UTAUT2; Brazil.
A Fuzzy inventory model for Gompertz deteriorating items with cubic demand and shortages under the fully backlogged condition
by K. Senbagam, M. Kokilamani
Abstract: This paper develops and resolves a fuzzy inventory model for the degradation of items with shortages in a completely back-ordered condition. The demand rate is assumed to be the cubic function of time. The rate of deterioration is considered to be the time distribution function of Gompertz. Fuzziness is carried out by allowing costs, costs of shortages, costs of deterioration, and parameters ?, ? to be maintained in the cost components. In a fuzzy world, all associated inventories are assumed to be hendecagonal fuzzy numbers. The objective of this paper is to optimise the overall profit from inventory optimisation by means of a graded mean integration representation and a signed distance method. The applicability of the proposed model is shown by a numerical example. The most important parameters of the device are often determined by a sensitivity analysis.
Keywords: inventory system; Gompertz distribution; cubic function; hendecagonal fuzzy number; graded mean integration representation method; signed distance method.
Realizing Leadership in Indian Market by Deming Awarded Original Equipment Manufacturing Industry through TQM
by Pardeeep Gupta, ANKESH MITTAL
Abstract: The attempt of this paper is to investigate how different approach used for implementing total quality management (TQM) in a tyres manufacturing industry facilitated for realising leadership in the Indian market. The other aims of the study are to investigate the key issues faced by the industry before initiating TQM and examine the benefits gained after TQM. The industry was facing some critical business issues since 1996 such as low productivity, financial crisis and low market share. To defeat these issues, the industry leadership adopted TQM for improving its business performance in 2008. The TQM implementation remained successful and as a result, it gained top market position, the customer satisfaction score improved to 81 from 75, market share enhanced by 19.1% and employees participation increased by 73.5% in a period from 2009 to 2016. Finally, the industry received the Deming Prize in 2017 because of significant improvement in organisational performance.
Keywords: total quality management; TQM; Deming Award; operational excellence; continuous improvement; business model.
Model for spotting and eliminating non-value adding activities: A theoretical foundation for applying lean strategies in conventional manufacturing engineering organizations
by D. Ramesh Kumar, Devadasan S.R, D. Elangovan
Abstract: During the past three decades, manufacturing organisations have been implementing lean manufacturing paradigm to acquire competitive strength. Yet, researchers have been reporting the failure of the efforts made to implement lean manufacturing paradigm in conventional manufacturing engineering companies. Hence, a need has arisen to spot Non-Value Adding Activities (NVAAs) and eliminate them in conventional manufacturing engineering companies. In this background, the research reported in this paper was carried out in which a model named as Spotting and Eliminating Nvaas In Manufacturing engineering organisations (SENIM) was designed. The details of designing SENIM model and the steps to be followed to implement the same are presented in this article. The article is concluded by claiming that the implementation of SENIM model will enable the conventional manufacturing engineering companies to successfully implement lean manufacturing paradigm and acquire competitive strength.
Keywords: lean manufacturing; non-value adding activities; NVAAs; waste elimination; just in time; JIT; Toyota Production Systems; TPS.
DEMOGRAPHICS IMPACT ON MANAGEMENT CAPABILITIES THROUGH THE LENS OF TRANSACTIONAL AND TRANSFORMATIONAL LEADERSHIP
by Abdul Nazer Shah, Naveed Saif, Muhammad Tahir Khan, Irfan Ullah Khan
Abstract: The current research study tries to find the impact of various demographic variables affects top management capabilities to define their role as leaders in the higher education sector of Khyber Pakhtunkhwa Pakistan. As the number of HEIs is increased, the role of their leaders also pivotal to get success for their organisations. For this purpose, data were collected from selected public and private sector universities situated in Peshawar to get detail about the leaders transactional and transformational capabilities and to align it with selected demographics. Based on findings, only two attributes contingent reward (CRD) attribute of transactional leadership and intrinsic motivation (INSTM) from transformational leadership depict a significant relationship between gender and leadership attributes. CRD is the primary attribute of leaders that differentiate both styles of leaders in university setup. Based on ANOVA results, it is evident that the education level of leaders does not make any sense to alter leaders capabilities. Similarly, the experience level of leaders alters their capabilities to infuse motivation among employees as well as to get the assigned job properly. While age shows a moderate relationship with both leadership (transformational and transactional) attributes.
Keywords: transformational; transactional; ANOVA; higher education; demographics.
DEVELOPMENT OF A WORKMANSHIP MANAGEMENT SYSTEM FOR PERFORMANCE APPRAISAL OF CONSTRUCTION PROJECTS
by Sookoo Rakesh, Joseph Iwaro, Abrahams Mwasha
Abstract: One of the most significant aspects of quality in a project is the workmanship. Poor workmanship is one of the more crucial issues confronting local contractors in most developing countries and can also destroy projects already completed. Several studies have been conducted on factors contributing to poor workmanship and measures to mitigate the problem. A lack of experience, language barriers, lack of communication, unsuitable construction equipment, poor weather, and limited time and cost have been identified to be among the most notable contributors of poor workmanship. Regrettably, research conducted to date has focused inadequately on implementing and assessing alternative methods to improve workmanship performance. The study provides a critical assessment of researched literature to develop a conceptual integrated workmanship benchmarking framework and is expected to guide the development of a workmanship performance assessment tool and policy for the construction industry in Trinidad and Tobago.
Keywords: workmanship; performance; framework; construction; projects; appraisal; benchmarking.
Cancer-curing supply chain planning with regarding hospital bed-capacity efficiency: a plan for Iran in 2040
by Mina Haghshenas, Arash Nemati, Ebrahim Asadi Gangraj
Abstract: Nowadays, historical data show an increasing trend in cancer occurrence worldwide. Gathering all specialised cancer services in a cancer hospital increases cancer patients satisfaction by decreasing fatigue, stress, and time-wasting. This paper addresses the cancer hospital location-allocation problem as an important issue in cancer curing supply chain management. A mixed-integer linear mathematical model is developed to locate the cancer hospitals in candidate regions and allocate the cancer patients to proper destinations under bed-capacity efficiency consideration. The model minimises the total cost, including the cancer patients travelling cost, and the allocated bed-capacity providing cost. The cancer hospitals bed-capacity efficiency is mentioned as an important constraint of the model. The model is applied in the case of Iran in 2040. The cost parameters are calculated based on the time value of money concept. The annual cancer new cases in each province are forecasted by using simple linear regression models. Finally, 24 provinces are selected to construct at least one cancer hospital, and all cancer patients are allocated to them. The results can be used by Iran governmental healthcare authorities or private sector managers to do feasibility studies for cancer hospitals construction until 2040.
Keywords: supply chain planning; location-allocation; cancer hospital; capacity efficiency; linear regression model.
Assessing the factors influencing continued use of online-food-delivery services and the impact on health: A multi-group analysis
by ARGHYA RAY, Pradip Kumar Bala, Rashmi Jain
Abstract: Online-food-delivery (OFD) services among consumers have not only revolutionised the food industry but have also impacted the lifestyle of individuals. The purpose of this study is to empirically explore the factors that affect the use of OFDs, and the influence of continued use of OFDs on consumers food consumption pattern and health concerns. A mixed-method approach was considered, comprising of qualitative interviews of 12 OFD users and later a quantitative cross-sectional survey of 292 Gen Y OFD users from India. The findings suggest a significant association between emotional values, conditional values, monetary values and health consciousness on intention. Additionally, there is also a notable positive influence of continuance intention on changing-food-consumption-pattern and health issues. A multi-group analysis was also conducted to assess the varying impact of the variables when compared among different groups (place-of-stay, gender, and occupation). This study concludes with the research implications, limitations and future scope.
Keywords: changing food consumption pattern; CFCP; fast food consumption; health consciousness; health concerns; online-food-delivery; OFD; perceived values.
Service Innovation: The Effects of Organisational Contingencies
by Nadia Anridho, Wann Yih Wu, Mohamad Suyunus
Abstract: This study examines the effects of organisational contingencies such as service climate, service culture, environmental dynamism, and environmental heterogeneity on service innovation and examines service innovations effect on organisational performance. We employed a survey study with 202 respondents from Indonesian retail companies for data analysis. Then, PLS-SEM was used to analyse the data. The results showed that service climate, service culture, environmental dynamism, and environmental heterogeneity positively affect service innovation. Furthermore, we found that service innovation enhances organisational performance. This study contributes to service innovation literature by examining organisational contingencies as the antecedents of service innovation with evidence from the Indonesian retail industry.
Keywords: organisational contingencies; service innovation; organisational performance.
EVALUATING THE THEORY OF CONSTRAINTS BUSINESS STRATEGY APPROACH FROM THE PERSPECTIVE OF THE SCHOOLS OF STRATEGIC THOUGHT
by Themer Miralha Soares, Fernando Bernardi De Souza, Carlos Roberto Garcia Cottas
Abstract: The theory of constraints (TOC) has long been developing methods to assist the strategic planning processes of organisations. However, such methods have received little academic attention. The objective of this article, by way of a systematic literature review, is to identify the main points of strategic planning from a TOC perspective and then compare them with the Ten Schools of Strategic Thought identified within the literature. The study reveals that TOC presents parallels with the premises of a number of these Schools of Thought, but it also posits particularities in regard to its own proposals for formulating and executing business strategies.
Keywords: theory of constraints; TOC; schools of thought; business strategy; strategic planning; viable vision; strategies and tactics tree.
Designing an Optimal Plant Layout: A Case of the Plastic Molding Company
by Hokey Min, Seong-Jong Joo
Abstract: The generation of viable layout alternatives is a critical step in production planning since the chosen layout affects the efficiency of utilising the firms key resources such as space, equipment, materials, utility and workers. As such, it can dictate the firms productivity and the subsequent profitability. In addition, it can influence the safety and security of plants. Considering the important role of a plant layout in production planning, a small-to-medium enterprise (SME) that produces customised plastic moulding products begins to explore the better layout alternatives than the existing one that has become the sources of production bottlenecks, shipping delays, cycle counting errors and space crunches. Such alternatives include an L-shape, a straight line and a U-shape. To determine the optimal layout among three layout alternatives, we propose systematic decision-aid tools comprised of a mathematical model, computer-aided design (CAD), an activity relationship chart and a from-to-chart. We validated the usefulness and practicality of these hybrid tools for the plant layout by applying them to the real world problem encountering the plastic moulding company in the USA. Based on our proven success through the case study, other manufacturing firms can replicate the proposed tools for other layout challenges.
Keywords: plant layout; computer-aided design; CAD; activity relationship chart; ARC; from-to-chart; FTC; case study; small-to-medium enterprise; SME.
Assessing efficiency and effectiveness in the automotive after-sales processes
by Piotr Grajewski, Piotr Sliz, Candace TenBrink
Abstract: This study investigates the operational efficiency and effectiveness of the regulated automotive after-sales repair processes in Poland. We add quantitative analysis to an area that has been understudied but impacts a great number of businesses and customers. This research investigates the depth of research in the process area of the automotive aftermarket using a quantitative bibliometric analysis and the CRISP-DM methodology for raw data mining in combination with process mining to examine the repairs. Our analysis found that the majority of the repairs were inefficient and ineffective. In addition, we conclude that the low level of repair process flexibility leads to increased repair times and process inefficiencies.
Keywords: process measurement; process efficiency; process effectiveness; process management; automotive after-sales process.
MERGERS IN BANKING INDUSTRY: SOME EMERGING ISSUES
by Sudarshan Maity, Tarak Nath Sahu
Abstract: In recent times, banks in India are indeed facing various challenges from downtrend of deposits growth, lower growth of credit disbursement, target to fulfil the financial inclusion and mounting of non-performing assets, rising of operational cost, the requirement of capital infusion by the government, reconstruction and many more. This study aims to illuminate the key issues surrounding the recent mergers in the Indian banking sector. Further, it measures the technical efficiency of Indian public sector banks by using data envelopment analysis to investigate the pre-merger efficiency of the ten merger banks as well as other banks in the group. The application of the Welchs t-test shows the non-existence of a significant difference in the efficiency scores among the two groups. This study further enumerates the challenges they can face from the different angles of operational, synchronise of products, integrating technology, etc.
Keywords: merger; public sector banks; PSBs; data envelopment analysis; DEA; Welch’s t-test.
Empirical Analysis of the impact of Country-Level Corporate Governance on Starting a Business in Asian Countries
by Faozi Almaqtari, Mohd Shamim, Anwar Ahmad
Abstract: The purpose of this study is to investigate the impact of corporate governance on starting a business in some Asian countries over a period from 2012 to 2017. Nine Asian countries on the basis of availability of data for the research period were selected for this study. Corporate governance is measured by the Worldwide Governance Indicators of the World Bank and starting a business is measured by the score of starting business reported by the Ease of Doing Business Report of the World Bank Group. The findings of the present study reveal that voice and accountability, political stability and absence of violence and regulatory quality have statistically significant effect on starting a business in the selected countries. While both political stability and absence of violence and regulatory quality are found to have statistical significant positive influence on starting a business, voice and accountability exhibits a significant negative effect on starting a business. However, the results reported that both government effectiveness and control of corruption exhibit an insignificant negative effect on starting a business, rule of law is found to have an insignificant positive impact on starting a business.
Keywords: country-level corporate governance; stating a business; entrepreneurship; Asian countries.
Managing barriers for the Big Data Analytics implementation through collaboration: an empirical research
by Alexandre Luis Prim, Juliano Danilo Spuldaro, Tiago Pedro Nicchellatti, Roberto Goularth Mendes
Abstract: Prior studies have highlighted several barriers to adopting emergent technologies; however, little is known about how collaboration mitigates those barriers and promotes new technologies. This study analyses the process of adoption of big data analytics (BDA) in a large cold-food distributor and the role of collaboration toward this progress. An inductive approach analyses a single case study. Concerned about reliability, a hundred and twenty hours of observation, six interviews with managers and consultants, and documents and reports of the company have been triangulated. Findings highlight a set of internal barriers (e.g., complexity, infrastructure readiness, lack of skills, privacy issues and cultural barriers), external pressure and collaborative efforts with an IT consulting group along with the BDA implementation. This study contributes to the literature by highlighting the collaboration with key partners as an asset that mitigates internal barriers and external pressures toward emergent technologies adoption. Finally, implementing a BDA solution can provide useful information for managers making decisions effectively, leading to improved processes, higher quality, reduced costs, and creating value for customers.
Keywords: barriers; big data analytics; BDA; IoT adoption; operational performance; collaboration.
Import substitution as the most important strategic target of the state
by Garnov A. P, Abramov V. L., O.N. Bykova, Morkovkin D.E., Protsenko I. O.
Abstract: The interim analysis of the import substitution policy applied to the food industry shows that the food embargo policy is the key contributor to pursuing the targets. However, in addition to the positive results, the imposition of the food embargo also had such negative consequences as rising consumer prices. The authors use a system-functional approach, an abstract-logical method, a statistical-probabilistic method and a monographic study method in this paper. The analysis of the food industry market reveals a number of problematic issues that should be resolved in the coming years, such as the design of instruments to stimulate demand in the national and foreign markets, the export of domestic products to Asian markets, the solution of issues related to shipment and storage through the introduction of new logistics systems, solving the issues of staffing through the training of specialists who are versed in sanctions, possible restrictions and risks.
Keywords: economics; food industry; food security; production; substitution program.
Green Inventory-Routing Problem of Perishable ?Items with Age-Related Price and the Possibility of ?Renting Vehicles ?
by Maryam Dezhtaherian, Mahsa Ghandehari, Saeedeh Ketabi
Abstract: This paper considers a green inventory-routing problem (IRP) for perishable items in a two-level supply chain including a distributor (manufacturer/plant) and some retailers. Each item has a fixed expiry date. The product price depends on its age. The retailer demand for each product is fixed. The product cannot be sold after the expiry date. The possibility of hiring extra space for holding excessive amounts of inventory and hiring vehicles to exploit the advantage of the higher number of deliveries are considered. The problem is formulated to a mixed-integer linear programming (MILP) model. Some small, medium and large-sized random generated samples are solved using OPL software and a proposed combined ant-generic algorithm. The results show the positive effect of partial outsourcing on the amount of profit. Furthermore, the volume of orders is influenced by taking the environmental effects of transportation into account.
Keywords: green inventory-routing; perishable items; mixed-integer linear programming; MILP; ant-generic algorithm.
A Comparative study of the Productivity and Operational Efficiency of Container Terminals of Major Indian Ports and Sri Lankan Ports using DEA[Malmquist Index]
by Kiruba Nagini R, S.B. Venkatesh, Sriraman V. P.
Abstract: The purpose of this study is to compare the operational, and technical efficiency of four Indian and one Sri Lankan Port, comprising of 13 Indian container terminals and 5 Sri Lankan container terminals. The relative efficiencies of these 18 terminals were analysed over a period of the last six years, starting from FY2013 to 2014 through FY2018 to 2019, by comparing the micro level factors contributing to the efficiency of ports. Data envelopment analysis (DEA) using Malmquist index was the methodology chosen for analysis. The study analysed the operational efficiency of the container terminals using a few factors like number of berths, depth of berths, quay cranes, goods handled in each terminal, the yard size of container terminal, the number of ships handled per container terminal, the workforce deployed at each container terminal, and the throughput of the terminals. The results exposed the fact that terminal efficiency was largely dependent on the technological changes.
Keywords: port efficiency; container terminal efficiency; performance; Malmquist indices; data envelopment analysis; DEA; frontier analysis.
A QUALITY-BASED CUSTOMER SERVICE SYSTEM APPROACH
by Nilson Leão, Fagner José Coutinho De Melo, Raissa Corrêa De Carvalho, Denise Dumke De Medeiros
Abstract: This paper aims to develop an approach to improve the quality of the relationship between supplier and customer in the service process, disseminating the necessary information to translate the customers needs into quality requirements. The proposed approach uses the principles of the management excellence models, the ISO 9001:2015 certification and the quality function deployment tool. The customer service system (CSS) focuses on quality for service organisations. For this, the CSS adopts tools from the literature that are easy to apply, not requiring large investments from the organisation. This study contributes to organisations that intend to guide their management in a systemic methodology of adaptation to the requirements of the interaction between the supplier and the customer, since creating relationships with customers is a priority in several organisations. In addition, this approach aims to contribute to the literature and to the managerial decision-making process.
Keywords: total quality management; TQM; excellence management models; quality function deployment; QFD; customer service system; CSS.
How McDonaldisation impacts on the operations in travel and tourism
by Georgia Papadopoulou
Abstract: This study proposed how different principles of McDonaldisation impacted the travel and tourism industry. McDonaldisation is defined as the process by which the principles of a fast-food restaurant dominated various sectors of society. As such, it is viewed as a model of best practice for an organisational force centred on the provision of high-quality services to customers. This study proposed the use of a qualitative research method by assessing the impact of such principles on efficiency and the quality of customer services. In achieving this objective, the relevant data were collected through interviews with representative travel industry operators based in the USA.
Keywords: McDonaldisation; travel; tourism industry; economy; services; customers.
Improving the performance of customer relationship management regarding trust factors by a unique mathematical programming approach
by Mahdi Hamid, Shirin Ghasemi, Ahmad Ghasemkhani, Reza Ramezantabar
Abstract: Nowadays, customers form the basis of any business. Undoubtedly, they are the most significant factor in the stagnation or development of the economic status of any commercial unit. Therefore, anticipating and meeting their needs and improving the quality of services are the most essential duties of the managers. Customer relationship management (CRM) is a competitive advantage that deals with customers and their satisfaction. In this context, trust factors play a significant role in the fulfilment and improvement of CRM. Using factor analysis and data envelopment analysis for a real case study, this study aims to assess the effect of different trust factors (including moral behaviour, commitment, brand, usability, privacy and security, and competence) on CRM success. The results indicated that usability exerted the most effect on CRM, whereas privacy and security had the least effect. To date, this is the first research on the application and implementation of trust factors to promote CRM efficiency.
Keywords: performance evaluation; customers relationship management; CRM; trust; data envelopment analysis; DEA.
The Service Profit Chain in healthcare services: a systematic literature exploration
by Chrystina Barros, Claudia Araujo
Abstract: The objective of this study is to present a systematic literature review on the service profit chain (SPC) applied to the healthcare sector covering the articles published, limitations, and future research avenues. The search was performed in nine databases that cover international content in the fields of management and healthcare and also in Google Scholar. The findings demonstrate that the topic has been little studied so far. Among the 292 articles that included the term Service profit chain in the title, abstract, or keyword, only 12 (4.1%) dealt with the healthcare sector. Most of the articles focused on the connection between employee satisfaction and customer satisfaction, and only one empirical study considered all the SPC links with only one research being conducted in a private institution. This review highlights the research gap in the current literature and provides direction for future research.
Keywords: service profit chain; healthcare sector; systematic review.
Organisational Learning : A Study of the Industrial Sector
by Deepika Saini, Anil Kumar
Abstract: Organisational learning is considered to be one of the essential foundation of competitive advantage in the interior of strategic management. This article aims to identify the most vital factor that influence organisational learning and perception of employees regarding organisational learning in the industrial sector. The sample has been collected from 400 respondents (200 employees each from service and manufacturing sector) for the study, by using convenience sampling method. For this purpose, analysis was done by using descriptive statistics, exploratory factor analysis, confirmatory factor analysis through AMOS software and independent sample t-test. After analysis, it is found behaviour and cognitive changes factor is the most significant factor that influences organisational learning in the industrial sector among three factors open mindedness, behaviour and cognitive changes and support for learning. Significant difference was found among employees perception towards organisational learning regarding open mindedness and behaviour and cognitive changes across type of industry.
Keywords: organisational learning; manufacturing sector; service sector; India.