International Journal of Services and Operations Management (146 papers in press)

Regular Issues

• Development of a goal programming model based on fuzzy QFD and ANP for supplier selecting and order allocation  
  by Mohammad Javad Ershadi 
  Abstract: Supplier selection and order allocation have great importance in the supply chain management network to achieve high-quality product and customer satisfaction. During the selection process of the eligible suppliers, qualitative factors, as well as quantitative factors, should be considered. In this paper, a novel method has been proposed by the development of a goal programming model with the assistance of a multi-criteria decision-making approach (MCDM). Also, the concept of the fuzzy quality function deployment (FQFD) has been employed for importing the voice of customers in the ranking and selecting process of suppliers and assigning the order quantity. Finally, the application of the proposed model has been shown in the automotive industry. Quality, price, delivery, and technology have been selected as the main indicators in determining supplier ranking and weighted by the ANP method. Furthermore, suppliers experience, innovative capacity, certificate of the quality management system, flexibility in satisfaction of customer demands, and financial stability were identified as the main technical specifications which were related to indicators using fuzzy QFD technique. The results of employing the goal programming model showed the developed model is robust based on different service levels.
  Keywords: quality function deployment; QFD; analytical network process; ANP;goal programming; GP; supplier selection; order allocation.
  DOI: 10.1504/IJSOM.2021.10046298
   
  
• Risk management applied to budgetary planning in the public administration: an operations management approach  
  by Poliana A. F. Abreu, Ualison De Oliveira, Vicente Fernandes 
  Abstract: This research aimed to develop a systematic risk management procedure in an Institution of the Brazilian federal executive power, with emphasis on the process of preparing its budget proposal. As an innovation in the public budgetary process, it was decided to work with risk management techniques commonly used in the field of operations management, thus contributing with new approaches and also with the interdisciplinarity between these two areas of knowledge. Methodologically, this study was supported by bibliographic research, documentary research, in-depth interviews and experts' consensus. The model presented is based on techniques derived from ISO 31010, which can be considered intelligible and practical for the implementation of risk management in federal public institutions, in addition to contributing to these institutions to comply with the legislation that regulates risk management in the public sector in Brazil.
  Keywords: public budgeting processes; risk management; brazilian federal government.
  DOI: 10.1504/IJSOM.2023.10058053
   
  
• Incorporating decision-making styles to predict driver-injury severity in road accidents in a large metropolitan area: a machine-learning-based approach  
  by Ali Ghazizadeh, Mojtaba Hamid, Mahdi Hamid, Mohammad Mahdi Nasiri 
  Abstract: Traffic accidents around the world cause significant economic, human, and social losses annually. As a result, they have always involved their own macro policies and executive plans. Proper planning in this area requires a thorough understanding of traffic accidents. Identifying and analysing the causes of traffic accidents help make better predictions about them and the severity of their injuries. In addition to the well-cited reasons such as vehicle and road conditions, this study explored drivers' decision-making style as one of the factors affecting the severity of traffic accidents. The purpose of this study was to predict traffic accidents and the severity of their injuries by considering the decision-making style of drivers. To this end, we developed and analysed different scenarios according to a variety of data sorting modes, data pre-processing methods, and various classifiers based on machine learning. The results showed that considering the decision-making style has a positive impact on the performance of the prediction model. It was also found that the best-case scenario occurs under the following conditions: 1) all the data alongside decision-making style are presented to the model; 2) outliers are excluded in a permissive mode; 3) the AdaBoost classifier is used for making predictions.
  Keywords: traffic accidents; severity of injury; decision-making style; machine learning; prediction; classifier.
  DOI: 10.1504/IJSOM.2023.10058497
   
  
• Linking the Information Technology with Performance Management in Moroccan Companies: A Qualitative Study  
  by Mohamed ALAMI 
  Abstract: Researchers and professionals are increasingly interested in leveraging information technology (IT) investments to achieve high performance. This is driven by the commodification of IT, influenced by imitation, substitution, and the digitalisation of the economic and social landscape. This study focuses on the use of IT for performance management, which has gained significance due to the collapse of the performance control paradigm and the rise of performance management in today's volatile and uncertain markets. Our objective is to explore the relationship between IT and performance management in Moroccan companies. It is a qualitative study through a conceptual analysis to insights into the context of our research problem. The mean result of this study reveals a low contribution of IT to the digitalisation of the process of the performance management. This weakness is linked to organisational and managerial variables.
  Keywords: information technology; performance management; management instruments; dashboard.
  DOI: 10.1504/IJSOM.2023.10058702
   
  
• The Moderating Effect of Advanced Manufacturing Technologies Mechanisms on the Relationship between Production Complexity and Costing System Design: Evidence from Saudi Arabia  
  by Abdulrahman Aljabr, Badr Banhmeid 
  Abstract: Operating with optimal costing system design (CSD) that suits the surrounding production and business context is essential to achieve optimal performance. Thus, this research drew on contingency theory and aimed to test the moderating role of advanced manufacturing technologies (AMTs) mechanisms on the association between production complexity (PC) and CSD, with the aim of extending the prior research on this issue by utilising more comprehensive PC and CSD measures and incorporating additional factors that represent the underlying AMT effect. By exploiting quantitative data from Saudi Arabia, the findings of this research show that AMT and the mechanisms of its effect, as indicated by the level of manufacturing flexibility (MF) and reduction in batch- and product-level costs (RBPCs), do not moderate the relationship between PC and CSC, which is contrary to expectations. This research advances prior findings on the impact of PC on optimal CSD, considering the adopted manufacturing technologies.
  Keywords: advanced manufacturing technologies; AMTs; activity-based costing; ABC; batch- and product-level costs; costing system complexity; CSC; costing system design; CSD.
  DOI: 10.1504/IJSOM.2023.10058780
   
  
• The impact of globalisation, digitalisation and COVID-19 on the development of new services in the Jordanian banking sector from the perspective of concerned bank employees  
  by Khleef Alkhawaldeh 
  Abstract: Creating, enhancing and sustaining competitive advantage is critical challenge in the globalised digital business environment in which COVID-19 is spreading. This study examined the development of new services in the Jordanian banking sector. It also investigated the impact of globalisation, digitalisation and COVID-19 on the development of new services in this sector. About 94% of responses revealed that the new service development process was either very successful or at least successful. The results indicate that the averages (means) of the impact of globalisation, digitalisation and COVID-19 on the development of new services are not different from the high level. These results support the significant high impact of globalisation, digitalisation and COVID-19 on the development of new services in the Jordanian banking sector. The challenges of globalisation constitute beneficial opportunities for business, not threats to its expansion or continuity.
  Keywords: new service development; globalisation; digitalisation; COVID-19; banking sector; Jordan.
  DOI: 10.1504/IJSOM.2023.10058785
   
  
• Simulating the conditions of variability for service system- A case of Automobile Service Centre  
  by Rishu Sharma 
  Abstract: Today, variability in different domains of manufacturing systems like demand, leads to unreliable customer services, unbalanced shop loads and manufacturing lead times. In order to meet demand variability and incorporate the changes of variability, hence improving the high levels of system performance, it becomes necessary to study the different parameters of variability. This helps to improve several criteria like machine utilisation, labour output, bottleneck detection and reduction, etc. in turn meeting the quality parameters in terms of quality, cost and delivery time. This paper considers a job shop to examine the effects of variability conditions on various factors. Simulation is adapted as tool and results indicate that shop performance measures are affected by demand variability parameters. Automobile service centre is considered as the job shop for studying the effects of demand variability.
  Keywords: job shop system; simulation; demand variability; automobile service centre; ASC.
  DOI: 10.1504/IJSOM.2023.10058788
   
  
• TQM Implementation in Indian Airline Industry: A Digraph Approach  
  by WAQAS NIAZI, Jamal Ahmad Farooqui 
  Abstract: The purpose of this paper is to identify TQM practices pertinent to airlines as well as evaluate and compare the TQM implementation in private and public airlines. The evaluation and comparison of TQM implementation in airlines are made using the digraph theory. A digraph is used in the graph-theoretical model to represent abstract system information using directed edges, which are useful for visual analysis. The digraph-developed matrix model is useful for computer processing. The permanent value of multinomial developed from the matrix represents a single number/index that is useful for comparison, ranking, and optimal selection. In our study, seven different TQM practices pertinent to airlines were identified. Also, by calculating the TQM index, it was found that the level of TQM implementation is better in the case of private airlines compared to public airlines.
  Keywords: total quality management; TQM; digraph theory; performance measurement; service industry; airline industry.
  DOI: 10.1504/IJSOM.2023.10058975
   
  
• Leagile manufacturing in air compressor manufacturing industry: a literature perspective  
  by Sakthivel T, S.R. Devadasan, D. Ramesh Kumar 
  Abstract: This paper reports a literature survey which was carried out from the perspective of implementing leagile manufacturing paradigm in air compressor manufacturing industry. Leagile manufacturing paradigm is incorporated with lean and agile manufacturing principles. This literature survey was conducted in three phases. In the first phase, the researches on leagile manufacturing were surveyed. During the second phase of the literature survey, the research papers reporting the literature reviews containing the air compressor based researches were reviewed. During the third phase of conducting this literature survey, it was found that so far no efforts for examining the implementation of leagile manufacturing paradigm in air compressor industry have been made by the researchers The paper is concluded by indicating the need of designing an implementation model and conducting case studies to practically validate this model for implementing leagile manufacturing paradigm air compressor manufacturing industry to acquire competitive strength.
  Keywords: lean manufacturing; agile manufacturing; leagile manufacturing; postponement; decoupling point; air compressor; literature survey.
  DOI: 10.1504/IJSOM.2023.10058984
   
  
• Examining the mediating influence of job satisfaction on the link between the delegation of authority, work teams, and human resource agility in commercial banks  
  by Mohamed Husni Ali Athamneh, Juraifa Jais 
  Abstract: The paper aims to investigate the mediating influence of job satisfaction (JS) between the delegation of authority, work teams (WT), and human resource agility (HRA) in commercial banks. The study employed a quantitative research design and gathered data from a sample of 448 respondents. The data were analysed statistically using structural equation modelling (SPSS and AMOS 25). The findings of the analysis showed a significant and positive impact of WT, JS, and delegation authority on HRA. Additionally, the study demonstrated the critical mediating role of JS between delegating authority, WT, and human resource agility. It is important to note that this research represents one of the initial investigations into the interconnectedness of these factors. The implications of the findings are significant not only for the financial industry and for the banking sector, but also for the scholarly community, as elaborated in this paper.
  Keywords: human resource agility; HRA; job satisfaction; delegation of authority; work teams; commercial banks.
  DOI: 10.1504/IJSOM.2023.10059102
   
  
• Analysis of community engagement on social media during disasters: a Machine Learning Approach  
  by Arun Thomas, Sumit Kumar, Vinay Panicker 
  Abstract: Recently social networking sites have emerged as an imperative source for providing information to identify and track disasters. The utilisation of social networking data streams to extract meaningful data is possible. A proper data gathering and an evaluation protocol is required for a predictive model. With this purpose, the features of tweets during the Kerala floods of 2018 were examined in this research. About 154,524 tweets were collected using the API during the period between July 2018 and February 2019. Data visualisation has been done with the help of Tableau, and the most commonly used words were identified using a dataset of 10,704 tweets. A topic modelling approach was adopted for exploring and recognising the unlabelled topics in the dataset. A typical machine learning technique is designed for the sentiment analysis of tweets. The long short-term memory (LSTM) model has been developed to find the accuracy of the data.
  Keywords: Twitter API; machine learning; topic modelling; data analysis; sentiment analysis; tweets; binary classification; long short-term memory; LSTM.
  DOI: 10.1504/IJSOM.2023.10059122
   
  
• Optimal Location and Allocation of Vaccination Outreach Centres  
  by Oladunni S. Okunade, Abiodun Osifowokan, Adepeju A. Opaleye 
  Abstract: Expanded programme on immunisation in developing nations aim at reduction of mortality and morbidity from the six killer diseases to a level of eradication through administration of vaccines. However, achieving the immunisation goals in developing countries like Nigeria is difficult because of heavily scattered settlements and nomadic population. To improve the vaccination coverage by using outreach strategy; there is need to consider the siting of the outreach centres to increase access and reduce the distance to get the vaccine. The study applied location set covering problem and maximum covering location models to define and solve location and allocation of vaccination outreach centres in Ward 1 of Odogbolu local government area. Geographic information systems (GIS) techniques was used in determining the distances between settlements. The models locate four settlements; Oke Oloja, Iganke, Iperin and Berger for siting of the vaccination outreach centre and the demand covered by each settlement are maximised. The study gives an optimal location and allocation of outreach centres which maximises the vaccination coverage in all settlements. Thus, the study aids efficient planning and allocation of outreach centres for vaccination in a timely and effective manner.
  Keywords: outreach; vaccination; allocation; location; covering models.
  DOI: 10.1504/IJSOM.2023.10059229
   
  
• Enhancing efficient aircraft spare parts management in Republic of Korea Air Force: a multiple criteria ABC analysis  
  by Myungjin Choi, Daekyung Sung, Donggyu Jeon, Kyunghwan Choi 
  Abstract: Catastrophic item manager (IM) has to cope with two issues in Republic of Korea Air Force (ROKAF): the aircraft operating cost and mission fulfilment. Requisition objective (RO) plays a significant role in both of them. RO can obtain from adding operating level quantity, ordering and shipping time quantity, safety level quantity, and a rounding coefficient. ROKAF has to make a careful decision on this rounding coefficient. This is because it determines the inventory level of all spare parts for the ROKAF. Despite the changes in the air force's weapon system and the very different distribution of the aircraft spare parts, the ROKAF is still using the policy made 30 years ago. This study aims to prepare an economic defence operation policy and an efficient spare parts management plan by presenting the rounding coefficient policy suitable for the changing environment using the multi-criteria ABC analysis. This study is significant in that it prepares and presents a new plan for ROKAF's unique rounding coefficient policy, which is difficult to find in other countries or fields.
  Keywords: aircraft spare parts; multiple criteria ABC analysis; requisition objective; RO; rounding coefficient; economic defence operation.
  DOI: 10.1504/IJSOM.2023.10059233
   
  
• Influence of Macroeconomic Variables on Indian Commodity Futures Prices: Case of Agricultural Commodities  
  by Sonia Garg 
  Abstract: The present study explores the long-run and short-run impacts of various macroeconomic variables on Indian agricultural commodity futures prices. To accomplish this purpose, the present study uses an autoregressive distributed lag (ARDL) model. The findings of the study show that, in the long run, inflation has a significant impact on kapas, mentha, and chana. Gross domestic product (GDP) has a significant influence on the futures prices of cotton and guar seed. The interest rate has a significant impact on kapas only. The exchange rate has a significant impact on kapas, mentha oil, and chana. Stock market prices (SP) have a significant influence on the futures prices of kapas and mentha oil.
  Keywords: macroeconomic variables; commodity futures; India; autoregressive distributed lag; ARDL; agricultural commodities.
  DOI: 10.1504/IJSOM.2023.10059341
   
  
• Bridging modular service architecture and performance of the service delivery process: An example from the healthcare setting  
  by Anu Bask, Mervi Vähätalo, Anssi Panula 
  Abstract: Healthcare organisations face challenges to improve their performance while providing customer-oriented services. It has been suggested that modular service architecture has the potential to address these challenges, but empirical research is still scarce. Therefore, the aim of this study is to discover how modular service architecture can support service delivery performance in the healthcare setting. The results demonstrate how modular service architecture allowed the case organisation to customise the service process according to each patient's needs, thus shortening the recovery time and increasing patient satisfaction. Standard modules and components as well as well-defined interfaces were essential factors in supporting the organisation's vision and successful service delivery performance. This study is one of the first attempts to bridge a gap in the research on the intersection between modular service architecture and performance of the service delivery process.
  Keywords: service management; healthcare; architecture; modularity; interfaces; performance.
  DOI: 10.1504/IJSOM.2023.10059355
   
  
• Does Employee Happiness Play any Mediating Role in the relationship between Work-life Balance and Turnover Intentions  
  by Rajwinder Kaur, Gagandeep Kaur 
  Abstract: The subject of academician turnover in private universities is crucial to the higher education industry. Two concepts - work-life balance and employee happiness - are combined to examine academicians’ turnover intentions. Here, a thorough model that accounts for work-life balance, employee happiness and turnover intention is put forward. 392 academicians from private universities in Punjab took part in a questionnaire distributed. The analysis of data is performed by applying structural equation modelling. The findings of the study state that work-life balance and employee happiness have a significant (negative) effect on turnover intentions. Furthermore, the study found a significant (positive) effect of work-life balance on employee happiness. Besides this, the study has discovered the mediation effect of employee happiness and the moderation effect of gender on work-life balance and turnover intentions. The outcomes state that employee happiness partially mediates the association between work-life balance and turnover intentions. From the aspect of organisational human behaviour, this research has significant theoretical and practical ramifications for the turnover intentions of academicians, and it would support the happy teaching environment offered at private universities.
  Keywords: academicians; human resource management; moderation; intentions to leave; private universities; work-family conflicts.
  DOI: 10.1504/IJSOM.2023.10059376
   
  
• Grey Theory based Leanness Assessment and decision support system development: A case study  
  by D. Senthil Kumar, S. Vinodh, Yuvaraja T 
  Abstract: Evaluation of leanness level of an organisation becomes important as it identifies ill performing criteria and enables organisation to explore process from lean perspective and to focus more on weaker areas to improve operational performance. This work presents a study on leanness assessment of a manufacturing organisation using grey numbers approach. Assessment model comprises five enablers, 30 attributes and 90 criteria. Inputs are obtained from experts and are aggregated at three levels (enabler level, attribute level and criterion level). Overall grey performance index (OGPI) is computed as (2.192, 15.788), which indicates that the organisation is lean. Weaker areas are recognised based on grey performance importance index (GPII) and grey possibility degree (GPD) values. Results are validated using a decision support system. The practical implications are highlighted.
  Keywords: lean manufacturing; leanness assessment; grey numbers; grey systems; decision support system.
  DOI: 10.1504/IJSOM.2023.10059448
   
  
• Operations strategy in the manufacturing of Robots  
  by S. Maragathasundari, Meka Jahnavi 
  Abstract: Robots are any autonomously run machines that eliminate the need for human labour, even if they may not look like humans or carry out tasks in a way that is humanlike. The majority of today's robots, known as bio-inspired robots, draw their inspiration from nature. The queueing attitude pinpoints the manufacturing issue and offers the crucial ideas that need to be communicated in order to minimise disruptions to the robotic production process. Queuing theory is also used in this work to handle potential delays and other issues. Queues can help uncover ineffective processes and inspire the creation of solutions to reduce resource waste. For the selected queue research, the line size probability generating function and all other efficiency indicators are calculated. The theoretical evaluation of queuing theory in the production of robots is illustrated by a numerical and comprehensive graphic research.
  Keywords: robots; queuing strategy; supplementary variable technique; performance measures.
  DOI: 10.1504/IJSOM.2023.10059546
   
  
• An Efficient Heuristic Algorithm for Flow Shop Scheduling Problem with Periodic Machine Specific Halting and Preventive Maintenance Operations  
  by Thangaraj M, Thenepalle Jayanth Kumar 
  Abstract: In the majority of flow shop scheduling scenarios, machine availability is typically assumed consistent throughout the process. Allowing machines to operate continually without a break, however, results decline in productivity or machine failure. Therefore, it is required to allow machines to undergo maintenance operations periodically including halts to avoid machine breakdowns as well as improve performance factors like productivity, reliability and affordability. The existing literature lacks comprehensive studies on flow shop scheduling models integrated with halting times and preventive maintenance operations. Given the practical relevance of this gap, this paper first address a flow shop scheduling problem (FSSP) with periodic machine-specific halting and preventive maintenance operations. To minimise the overall tardiness and effectively manage halting and preventive maintenance operations with job scheduling, an effective NEH-based heuristic algorithm has been developed. As the present problem is new to the literature, comparative studies are not carried out. However, over 50 Taillard benchmark instances ranging from 20-jobs five-machines to 200-jobs ten-machines are used to test the performance of the proposed technique and results are duly reported, which could be helpful as a comparative basis for further research. The results reveal that the proposed algorithm provides the best solutions within a considerable time.
  Keywords: flow shop scheduling problem; FSSP; halting operations; NEH algorithm; preventive maintenance; Taillard instances.
  DOI: 10.1504/IJSOM.2023.10059599
   
  
• An empirical study of the determinants of employee silence among Generation Z  
  by Chew Sze Cheah, Kwang Wei Charn, Cheng Ling Tan, Afandi Yusof 
  Abstract: There has been an increasing interest in employee silence over the past ten years. Previous research indicates that employee silence negatively affects employee performance, trust, motivation, and morale. Therefore, investigating the underlying factors that affect employee silence among Generation Z is the aim of this study. A non-probability purposive sampling method was employed in this study and the online questionnaires were distributed to 150 respondents aged between 16 and 24 years old. Smart PLS software was used to analyse the gathered data in the measurement model and structural model. The findings indicated that abusive supervision and implicit belief positively influence employee silence while locus of control negatively influences employee silence. However, power distance culture failed to influence employee silence among Generation Z in this study. This study can assist managers and organisations in better understanding their next-generation workforce and preparing them for future management positions.
  Keywords: employee silence; Generation Z; abusive supervision; implicit belief; locus of control.
  DOI: 10.1504/IJSOM.2023.10059884
   
  
• Study on the influence of perceived service process belief on overall customer satisfaction: The role of stage satisfaction  
  by Piyush Gupta, AMIT Sachan, Sasadhar Bera, Tanusree Dutta 
  Abstract: A significant amount of research in service operations has focused on customer journey and experience along the e-retail service delivery (e-RSD). Literature reveals that little research has focused on the service process-beliefs of the customer journey in multi-stage e-RSD. The objective of this paper is to see the influence of perceived service process-beliefs on stage satisfaction and attempt to study the impact of stage satisfaction on the customer’s overall satisfaction in multi-stage e-RSD. Survey data was collected from 455 Indian customers. Multiple regression analysis is used to find the significance of independent variables on dependent variables. The results identify the significant service process-beliefs impacting the stage satisfactions and results show that all four stage-satisfactions are affecting the overall customer satisfaction. This study offers empirical proof to comprehend the service process-beliefs that affect stage satisfactions in multi-stage e-RSD which can be used by managers to tailor their e-retail service offerings.
  Keywords: online retail service delivery; stage satisfaction; customer journey; customer satisfaction; service process; e-retail service delivery; e-RSD.
  DOI: 10.1504/IJSOM.2023.10060304
   
  
• Cultivating Productivity among Women Employees: The Dynamic Role of Psychological Well-Being, Emotional Exhaustion, and Conflict Management  
  by Divyakala C, Vasumathi Arumugam 
  Abstract: The study delves into moderation effects, unveiling how the conflict management climate intricately influences psychological well-being, emotional exhaustion, and productivity. The research demonstrates that a positive conflict management climate amplifies the favourable impact of psychological well-being on productivity while mitigating the adverse effects of emotional exhaustion on work performance. The study provides a comprehensive analysis of these variables, their means, standard deviations, and interrelationships. The climate of conflict management variable indicates varying perceptions, with a significant positive correlation linking it to psychological well-being, and a negative correlation with emotional exhaustion. the findings stress the central role of effective conflict resolution strategies in nurturing an environment that promotes both worker well-being and heightened productivity. the complex associations with productivity reveal a delicate balance where enhanced well-being, effective conflict resolution practices, and reduced emotional exhaustion contribute to improved work output.
  Keywords: psychological well-being; PWB; emotional exhaustion; productivity; women; workplace; conflict management.
  DOI: 10.1504/IJSOM.2023.10060469
   
  
• Hybrid higher education supply chain and value stream mapping design  
  by Hind Bouhassoun, Nicolas Cheimanoff 
  Abstract: Education systems evolved in a dynamic ecosystem after the industrial revolution, in the light of the Industry 4.0, and after the recent pandemic. They are constrained by the massive need for education and job market specifications. Leaders and managers of higher education institutes (HEIs) are continuously challenged. On the strategic level, they establish the vision, build the mission, clearly define objectives, plan the activity and position their organizations on the global higher education (HE) map. The authors offer to support the decision-making process of HEIs with practices and methodologies from supply chain management. After analysing literature, HE is considered a service and the hybrid higher education supply chain and value stream mapping design (H-HESC-VSM-D) is constructed. It uncovers the current-state of a HEI and helps depict incoherence. As a managerial contribution, it offers a basis for integration, coordination and quality improvements to attain global performance and quality targets.
  Keywords: higher education; supply chain; service supply chain; value stream mapping; decision-making; management.
  DOI: 10.1504/IJSOM.2023.10060549
   
  
• Integration of Lean Thinking and Service Quality in the Healthcare Sector  
  by Berhanu Tolosa, Daniel Kitaw, Kassu Jilcha, Sisay Sirgu 
  Abstract: Healthcare service quality has a pivotal goal in every country’s economy and level of productivity. The sector has turned its attention to a lean approach due to a growing influence in reducing cost and waiting time, enhancing service quality, and increasing flexibility. The main objective of the study is to investigate the existing databases under the umbrella of quality service and lean thinking to identify possible research gaps. The study used different databases to conduct a comprehensive assessment of the literature to enhance service quality. Using a descriptive analysis technique, the selected studies were carefully evaluated and analysed by their study distribution; year of publication, method, potential factors (dimension, knowledge, trust, etc.), scope, relationships, area, and findings. Finally, the study showed that lean service quality adoption is the major research gap that blocks the performance of the service sector in general and healthcare in particular. The authors suggested lean service quality improves healthcare patient satisfaction and future research directions were also forwarded to initiate young researchers in the sector.
  Keywords: service quality; lean thinking; healthcare; health system.
  DOI: 10.1504/IJSOM.2023.10060723
   
  
• Unveiling the Dynamics of Product Service Systems: Insights from Digital Platform Ecosystems and Customer Engagement Perspectives  
  by Luke T. Treves, Mikko Pynnonen, Mika Immonen 
  Abstract: This research delves into the complex relationship between digital platform ecosystems, business-to-customer (B2C) engagement, and the triumph of product-service systems (PSS) business models that prioritise functionality over ownership. While digital platform ecosystems have evolved as collaborative arenas that add value to PSSs, our understanding of their synergistic role in PSS business model success remains limited. An extensive review of 94 peer-reviewed academic articles in business management and economics revealed important influences and correlations between digital platform ecosystem factors and B2C engagement in PSS business models. The key influences include cooperation and collaboration, design and structure, governance, network effects, technology, communication and marketing, value and co-creation, acceptance, trust, and risk. The paper unveils the intricate link between digital platform ecosystems, B2C engagement, and PSS success, stressing adaptability to changing customer preferences and leveraging digital platforms for innovation. It sets the stage for future research in this transformative field.
  Keywords: product service system; PSS; digital platforms; digital platform ecosystems; DPEs; consumer engagement; customer engagement; service innovation; open innovation.
  DOI: 10.1504/IJSOM.2023.10060737
   
  
• Unveiling the Drivers of Customer Satisfaction and Loyalty in Cinema Theatres: Integrating Sufficiency and Necessity Perspectives  
  by Jaime Dagostim Picolo, Gerson Tontini, Giancarlo Gomes 
  Abstract: This study aims to examine the sufficiency and necessity of antecedents for customer satisfaction and loyalty in the context of cinema theatres. A survey-based approach was employed to collect data from 319 customers of three multiplexes located in Brazil. The survey included measures related to various dimensions of cinema theatre services (access, attendants’ service, exhibition, promotions, confectionery, tickets, comfort, projection, conservation, information, and responsiveness), customer satisfaction, and loyalty. The data were analysed using a combined approach of partial least squares structural equation modelling (PLS-SEM) and necessary condition analysis (NCA). The results of the PLS-SEM analysis indicate that three dimensions, namely promotions, projection and comfort significantly influence customer satisfaction and loyalty in cinema theatres. However, all dimensions, even those that were not found to be significant in the PLS-SEM analysis, were identified by NCA as necessary to maintain customer satisfaction and loyalty.
  Keywords: necessary condition analysis; NCA; sufficiency; necessity; customer satisfaction; loyalty; cinema theatres.
  DOI: 10.1504/IJSOM.2023.10060830
   
  
• Usability of E-Commerce as a Digital Platform: Resilient Food Supply Chains (RFSCs) amid Covid-19  
  by Mohammad Alawamleh, Lana Mohannad Al-Twait 
  Abstract: This research aims to evaluate the usability of e-commerce via digital platforms amid the COVID-19 pandemic and investigate the relationship between usability, customer behaviour, and resilience in food supply chains (FSCs) from the perspective of digital customers. A structured online survey tool was employed targeting customers who were visiting business to consumer (B2C) digital platforms. A series of analyses were performed based on the varimax rotation technique, as well as the principal component analysis (PCA) extraction approach. The empirical results indicate the following: 1) usability is a six-dimensional construct, comprising navigation, information architecture, value of content, satisfaction, aesthetics and consistency, and functionality; 2) customer behaviour is a two-dimensional construct, comprising decision-making and physical activity; 3) resilience is a three-dimensional construct, comprising agility, collaboration and risk management. The structural findings indicate that the above factors of usability positively and significantly affect customer behaviour and resilience in FSCs.
  Keywords: usability of e-commerce; digital platforms; business to consumer; B2C; resilience; food supply chain; FSC; COVID-19.
  DOI: 10.1504/IJSOM.2023.10060833
   
  
• Staff Records Management Practices by Registry Staff: Influence of Institutional Factors in Kaduna State University (KASU) Kaduna, Nigeria  
  by Ismaila Adamu, Hardik Bhadeshiya, Dr. Sahabi Muhammad Kabir 
  Abstract: The study investigated staff records management practices by registry staff: influence of institutional factors in Kaduna State University (KASU) Kaduna, Nigeria. A sample size of 140 out of 220 registry staff was obtained using Krejcie and Morgan's 1970 formula. The researchers employed the questionnaire as the research instrument for collecting data. A validated and structured questionnaire was used for data collection. Cronbach's alpha reliability coefficients for the constructs ranged from 0.83 to 0.95. The results demonstrated that institutional variables had a favourable and substantial impact on staff records management practises at the KASU registry. It is advised that KASU should consider political factors more to sustain staff records management practices because political factors significantly impact staff records management practices.
  Keywords: institutional factors; staff records; records management practices; Kaduna State University; KASU; registry; Nigeria.
  DOI: 10.1504/IJSOM.2023.10060834
   
  
• Women leadership styles on manufacturing industry employees' job performance: Evidence from Sarawak, Malaysia  
  by Pan Wen Ting, Lo May Chiun, Abang Azlan Mohamad, Jun Zhou Thong 
  Abstract: The under-representation of women in top management is due to various factors, including discriminatory attitudes and family responsibilities. Despite progress, there is still a substantial gap to close, and Malaysia aims to involve 30% of women in top management. The study aims to investigate women's leadership in enhancing employees' job performance. The research aims to examine the relationship between transformational and transactional leadership styles and their effect on job performance in the manufacturing industry of Sarawak. The researchers used Smart PLS 3.0 to analyse the variables of transformational and transactional leadership (idealised influence, inspiration motivation, intellectual stimulation, individual consideration, contingency reward, active and passive management by exception) on job performance. The study revealed that idealised influence and individualised consideration did not have a significant impact on employee performance. However, other dimensions of transformational and transactional leadership had a positive association with job performance.
  Keywords: transformational leadership; transactional leadership; job performance; manufacturing industry; Sarawak; Malaysia.
  DOI: 10.1504/IJSOM.2023.10060851
   
  
• The integration of retail supply chain and Industry 4.0  
  by Yamini S. 
  Abstract: Retail 4.0 makes use of the Internet of things and big data analytics at the retail stores to focus on achieving more customers. This investigation categorises supply chain, retail, Industry 4.0, and related research articles based on the publication trends in Retail 4.0. The search showcases the research outcomes by doing a bibliometric analysis during the period 20082022 with respect to active authors, data-clusters from abstracts, titles and keywords from various reputed databases. For the last few years, integration of supply chain and Industry 4.0 practices have been an emerging and trending area and it is very evident in Retail sector as well. This article highlights about the need for integration of I4.0 technologies in retail supply chain. These classifications and bibliometric analyses aid in identifying potential areas of research and providing directions for aspiring researchers in the field of Retail 4.0 and SCM 4.0.
  Keywords: Retail 4.0; supply chain management 4.0; big data; Industry 4.0; IoT in retail; artificial intelligence; smart supply chain management; bibliometric analysis.
  DOI: 10.1504/IJSOM.2023.10060853
   
  
• Beyond parcels: Exploring the service quality-driven paradigm of customer satisfaction in the courier sector  
  by Weng-Kar Foo, Jeffrey S. S. Cheah 
  Abstract: Against the backdrop of the COVID-19 pandemic, this study delves into the dynamic between courier service quality and the contentment of young customers. Harnessing the robust SERVQUAL model, we engaged 217 Malaysians under 40, employing structural equation modelling. The findings resonate with the positive influence of assurance, empathy, reliability, and tangibility on customer satisfaction, though responsiveness veers in a different direction. Beyond its theoretical contribution to the SERVQUAL model, this research carves a unique niche by dissecting the interplay of courier service quality and customer satisfaction, resonating strongly with young consumers during the pandemic. Practical implications abound, empowering courier firms to optimise their service quality for enhanced customer experience.
  Keywords: customer satisfaction; service quality; courier company; young customers; structural equation modelling.
  DOI: 10.1504/IJSOM.2023.10061093
   
  
• Financial Development, Country Governance and Economic Growth: Evidence from BRICS Economies  
  by Byomakesh Debata, Sangita Dutta Gupta, Mafruza Sultana 
  Abstract: This paper investigates the impact of financial development and governance on the economic growth of BRICS economies for a sample period spanning from 1992 to 2017. Besides financial development and governance, this study considers the macroeconomic variables, trade openness, economic freedom, human capital formation, life expectancy, and inflation which have been considered the essential determinants of economic growth. Dynamic panel data models, more specifically, generalised method of moments techniques were used for the analysis. Data on governance was collected from World Bank reports. The empirical findings suggest that financial development is positively associated with economic growth. Good governance, control of corruption, and an effective rule of law affect economic growth positively. The findings from this study have implications for policymakers, corporate managers, and investors to create a stable and vibrant financial system.
  Keywords: economic growth; financial liberalisation; financial market; generalised method of moments; GMM.
  DOI: 10.1504/IJSOM.2023.10061095
   
  
• Influence of Blockchain Technology on Open Banking: A Scoping Literature review  
  by Baiju J. Nair, Tomy K. Kallarakal, U.M.A. VR, Girish S, Sachin K. Parappagoudar 
  Abstract: The recent shift towards customer-centric products and services has prompted an investigation into a framework prioritising a customer-centric banking experience. The synergy between open banking and blockchain technology has the potential to power this framework. Open banking, despite being relatively new, has garnered considerable attention globally, fostering a more interconnected economy and restoring customer control over their data. Privacy and security concerns in open banking can be mitigated through the strategic integration of blockchain technology. A scoping literature review of 153 articles from 2016 to 2023 indicates that blockchain enhances the security, transparency, and accessibility of open banking. Its decentralised nature ensures customer data security, and smart contracts ensure precision in financial transactions. This research emphasises the growing interest in integrating open banking and blockchain, providing valuable insights for stakeholders and guiding future multidisciplinary collaboration in this evolving domain.
  Keywords: open banking; fintech; banking; blockchain; literature review.
  DOI: 10.1504/IJSOM.2023.10061279
   
  
• Recent Review on Non-Instantaneous Deteriorating Items in Inventory Models (2006-2022)  
  by Anthony Limi, K. Rangarajan, P. Rajadurai 
  Abstract: This article presents comprehensive information about the advances and recent research made in the field of non-instantaneous deteriorating inventory objects in this literature review. This paper investigated some characteristics that play a significant role in the management of a non-instantaneously deteriorating inventory model. Our reviewed papers have been classified using keywords such as economic order quantity (EOQ), two warehouses (TWs), vendor managed inventory (VMI), and economic production quantity (EPQ). This paper’s literature review framework provides a clear overview of the field of non-instantaneous deteriorating inventory analysis that can serve as a springboard for additional investigation. The research work summarised in this paper provides clear information about non-instantaneous deteriorating items. In addition, the article provides a research gap and future research directions in this area.
  Keywords: non-instantaneous deterioration; economic order quantity; EOQ; two warehouses; vendor managed inventory; VMI; economic production quantity; EPQ.
  DOI: 10.1504/IJSOM.2023.10061336
   
  
• Incorporating robust and quasi-robust optimization methods to model the relief distribution problem under uncertainty  
  by Israa Ismail 
  Abstract: This paper addresses the problem of modelling uncertainty in supply, demand, and travel time parameters in relief distribution optimisation models. The model aims to minimise the deprivation cost, expressed as a function of deprivation time, and updates the deprivation status of demand nodes at the beginning of each time period in the planning horizon. The uncertainty realisations in travel time are thus discretised and delays are expressed as number of time periods behind the expected delivery time. The first part of the article adapts the reasonable worst case robust optimisation approach to model uncertainties in supply and demand parameters which are assumed to be uniformly distributed. The second part introduces a novel quasi robust optimisation approach to model uncertainty in travel time where delays in each arc are assumed to be proportional to the assigned arc load for more protection against constraints' violation. The model is tested and verified empirically.
  Keywords: humanitarian logistics; robust optimisation; travel time uncertainty; deprivation cost; relief distribution models.
  DOI: 10.1504/IJSOM.2023.10061472
   
  
• Enhancing the POLCA Production Control System by Indirect Load  
  by Fernando J. Gómez, Moacir Godinho Filho, Matthias Thurer, Nuno O. Fernandes 
  Abstract: Paired-cell overlapping loops of cards with authorisation (POLCA) is a card-based production control system (PCS). The original POLCA system uses authorisation dates based on an MRP list to release jobs to the shop. However, when jobs present high variability in processing times, POLCA may refuse a job to start production on a station, even if available capacity exists, negatively impacting performance. To limit this problem, we adapt POLCA to consider the stations' indirect load (IL) at job release to gain flexibility. We compare the mechanisms through simulation experiments. Results suggest that the indirect load mechanism helps this system to improve operational performance, especially concerning job throughput times and customer delivery time. This research implies that managers should consider the indirect load at stations when using POLCA for production control in a lean production context with high variability.
  Keywords: production control; POLCA; IL-POLC; indirect workload; order release.
  DOI: 10.1504/IJSOM.2023.10061806
   
  
• An examination of the association between Green HRM practices & Pro Environmental Behaviour: Prism of AMO theory  
  by Vanisri K, Prabir Chandra Padhy 
  Abstract: Recent literatures acknowledge that business entities nowadays focusing much on environmental issues. Human resource management occupies a noteworthy place in making organisations green or environmental oriented. This study investigates the direct impact of green HRM practices on employees' pro environmental behaviour. Green HRM has little effect on employee pro-environmental behaviour, notably in IT. Accordingly, this research aim to dissect the influencing role of green HRM practices like green recruitment, green training, green performance management, and green incentives on pro-environmental behaviour among IT workers. The data was collected from IT employees in India using survey technique. This study attempts to find that whether there is significance among green HRM practices and pro environmental behaviour. The extent of relationship is detailed through statistical analyses. The relationship that exists among green recruitment, green training, green performance management is analysed in this study.
  Keywords: information technology sector; green HRM; pro environmental behaviour; IT employees.
  DOI: 10.1504/IJSOM.2023.10061919
   
  
• Assessing the Factors Influencing Healthcare 5.0 Readiness  
  by Urmila Natarajan, M. Suresh 
  Abstract: The healthcare transformations focus on understanding patient care plan developments and effective service care. Technical developments in the health sector enhance the patients care and provide a better experience in treatment. As the transformations are increasing in healthcare units in every aspect and this era is very much technical oriented, the focus of the study is on Healthcare 5.0 readiness, where it significantly trying to find out the readiness level in healthcare organisations. The conceptual framework is to understand the collective concerns of the elements through total interpretive structural modelling (TISM) and to distinguish the factors which have driving and dependence power. The factors are identified from literature reviews and experts’ opinion through interviews to know the interrelations and interconnection between the factors. Therefore, the study results say sustainable development and innovative technology usage are critical factors in Healthcare 5.0 readiness. This study will benefit the researcher, healthcare managers and practitioners to know the factors of 5.0 readiness to healthcare change.
  Keywords: Healthcare 5.0; hospitals; sustainable systems development; collaborative robots; 5G communication service; smart technologies.
  DOI: 10.1504/IJSOM.2023.10061952
   
  
• Productivity Assessment for Academic Institutions using DEA-Malmquist PRODUCTIVITY INDEX  
  by Geo George, Georgy Kurien 
  Abstract: The paper aims to study productivity change in the education sector. The productivity study, considering a group of educational institutes, helps in framing policies and bringing changes that help improve the quality of education. This efficient benchmarking tool allows institutions to learn from the best practices of other successfully running institutions. The study is based on a non-statistical DEA-based Malmquist productivity index for calculating the productivity change in institutions. Thirteen colleges in Bangalore, Karnataka, India, were selected by non-probability judgmental sampling. The fixed base method and Euclidean distance ensures homogeneity in the sample. Single, double, and three decomposition helps identify the reason for the growth, progress, or stagnation in technical change, technological change, scale efficiency change, or frontier change. This paper fulfils an identified need to understand how productivity calculation helps institutions frame better policies and take necessary action that helps them be productive.
  Keywords: productivity; data envelopment analysis; DEA; Malmquist productivity index; MPI; benchmarking; quality assurance; higher education institutions.
  DOI: 10.1504/IJSOM.2023.10062194
   
  
• A Scientometric Analysis of the Relationship Between Entrepreneurial Marketing and SME Performance for Long-term Sustainability  
  by R. Manigandan 
  Abstract: The study aims to examine the comprehensive relationship between entrepreneurial marketing (EM) and small and medium enterprises (SMEs) performance. The present study addresses the research gap in many empirical studies available. However, no systematic literature reviews focused on the impact of EM on SMEs' performance in emerging markets. Thus we investigate the 167 documents retrieved from the Scopus database using bibliometric analysis, thematic clustering, and performance analysis. The study mainly focuses on annual scientific production, keyword analysis, citation, co-citation, and country-wise analysis. R studio and VOS software were used to conduct visualise the network analysis and cluster analysis. The study's main finding is the highest production in 2023 with 205 publications, and the most impactful countries are Ulster University and the USA, respectively. This article will be more helpful to society in providing a conceptual framework for the firm development process and emerging markets.
  Keywords: entrepreneurial marketing; SMEs performance; systematic literature review; integrative framework; bibliometric analysis.
  DOI: 10.1504/IJSOM.2023.10062256
   
  
• Exploring Electronic Gadget Buying Behaviour in India: A Social Media Approach  
  by Surbhi Goyal, Navdeep Kaur 
  Abstract: The aim of this study is to investigate the impact of demographic factors on consumer buying behaviour for electronic gadgets, within the context of Indian social media platforms. This study also explored how demographic information influences consumers' purchasing decisions on social media when it comes to electronic gadgets. This study utilises a quantitative research design. Firstly, quantitative data is collected through online surveys distributed on social media platforms to gather information about consumers' demographic characteristics and their buying behaviour for electronic gadgets. The gathered information analysis has been done with IBM SPSS Statistics version 22. The results of this study revealed that demographic information significantly impacted the consumer behaviour. Single and married individuals demonstrate varied buying patterns, highlighting the need for tailored approaches. Gender also exhibits different preferences, necessitating gender-specific marketing strategies.
  Keywords: demographic influences; consumer buying behaviour; electronic gadgets; social media; India.
  DOI: 10.1504/IJSOM.2023.10062332
   
  
• Adoption and Usage of Digital Banking Services: A Rural Indian Perspective  
  by Gayatri Samantaray, Pushpendra Khandelwal 
  Abstract: The landscape of banking is shifting as a result of the proliferation of digital banking services, which are enabled by a wide range of applications developed by financial institutions. The rapid rise of digital banking has transformed the Indian financial landscape. Despite the Indian Government's schemes aimed at financial inclusion through cashless transactions and technology-based services, the adoption of digital banking is facing certain constraints in the rural parts of the country. In response, this research makes an attempt to explore the factors that are vital to the adoption and use behaviour towards digital banking in the rural Indian context. User-friendliness and convenience, awareness, digital banking self-efficacy, and trust and security confidence emerged as significant predictors of intention to adopt and facilitate digital banking use behaviour. These findings offer newer insights into this under-explored domain to facilitate conceptual development, strategy formulation, and effective policy development.
  Keywords: digital banking; services; adoption; intention; rural India.
  DOI: 10.1504/IJSOM.2023.10062345
   
  
• Do Psychological Capital and Digital Readiness Impact Service Quality in Interior Designers in Indonesia? The Role of Innovative Work Behaviour and Work Engagement as Mediators  
  by Ajriya Ninda, Budi W. Soetjipto 
  Abstract: Service quality is an important aspect of service industries, and it has been discussed in many industries, such as banking, healthcare, and hospitality. There is a need to view the creative industry as a designer. In this instance, digital technology's effect on service quality and pandemic COVID-19 accelerates the adaptation. Interiors designers are adapting but still struggle because they typically conduct in-person design procedures, including brainstorming, mood boarding, collaboration, etc. This research proposed the psychological capital of interior designers could affect their service quality mediated by digital readiness, innovative work behaviour, and work engagement. The data was collected using a questionnaire-based survey of 139 interior designers in Indonesia and analysed using PLS SEM. The study's findings showed that psychological capital was crucial for influencing the service quality of designers, that work engagement and innovative work behaviour greatly impacted that quality, but that digital readiness had little bearing on any of those factors.
  Keywords: digital readiness; innovative work behaviour; interior design; psychological capital; service quality; work engagement.
  DOI: 10.1504/IJSOM.2023.10062500
   
  
• Analysis of the implementation of the LSS approach in Moroccan services: benefits, tools, difficulties, critical success factors  
  by Siham Alami Chentoufi, Abdelali Ennadi 
  Abstract: The aim of this study is to assess the level of implementation of the Lean Six Sigma approach to optimise the performance of services in Morocco. To achieve our study objective, we analysed previous studies from a systematic literature review, and validated by Moroccan experts in the service sector. In addition, a questionnaire survey was conducted among 61 different services in Morocco. After collecting all the answers, we statistically analysed them to make them useful to researchers and practitioners of the LSS approach involved in performance optimisation, since no research has been carried out on the progress of the adoption of this approach within the Moroccan services. The results of this study reveal that the LSS approach is not yet implemented by all Moroccan services to improve performance, 65% of respondents have not yet tried to apply this method in their service.
  Keywords: Lean Six Sigma; service; Morocco; obstacles; critical success factors; CSFs; benefits; tools.
  DOI: 10.1504/IJSOM.2023.10062576
   
  
• The Past, Present, and Future of Service Recovery: A Bibliometric Analysis  
  by Sayan Banerjee, Anil Verma 
  Abstract: Understanding the progress trajectories of service recovery in the academic context is highly quintessential for services marketing research and practice. This research presents an extensive bibliometric analysis of service recovery and its progress over the years. The sample utilised in this enquiry comprised of 1,066 documents gathered from the Scopus database. It was examined with techniques like performance analysis, co-citation analysis, keyword co-occurrence analysis, and thematic analysis. The performance analysis was conducted to examine the contributions of various research constituents like authors, countries, sources, and affiliations. The co-citation analysis provided an introspective view of the extant literature that forms the base for the enhancement of the service recovery research field. The keyword co-occurrence and thematic analysis furnishes information pertaining to the research themes within the purview of service recovery that has been addressed so far.
  Keywords: service recovery; bibliometric analysis; bibliometrix; keyword analysis; conceptual structure; thematic analysis.
  DOI: 10.1504/IJSOM.2023.10062581
   
  
• Analyzing the Expectation vs Satisfaction Gaps and Prioritizing Dimensions of Service Quality for Middle-Class Restaurant Sector  
  by Mohammed Yusoof Muhammad Yunis, Rafikul Islam, Siti Salwani Razali, Siddique Azam 
  Abstract: Service quality plays an important role in ensuring customer satisfaction and hence attaining competitive advantage for restaurant business. To bridge literature gap, this study prioritises SERVQUAL dimensions for middle-class restaurants in Malaysia and also investigates customer service quality perceptions and gaps. Data collection included 222 customers for performing gap analysis and 30 respondents for prioritisation of SERVQUAL dimensions. Analytic hierarchy process, descriptive analysis, ANOVA, and t-tests were used for data analysis. Results revealed the largest gap in reliability, while tangibles and assurance had the smallest gaps. No significant SERVQUAL gap differences were found among customer groups based on demographics. Responsiveness was ranked as the most important SERVQUAL dimension, followed by reliability with tangibles and empathy ranked lower. The results provide guidelines to the managers of middle-class restaurants to design their restaurants and enhance delivery of services. In particular, managers should prioritise creating a welcoming atmosphere through staff training, inclusive language, and supportive policies.
  Keywords: service quality; SERVQUAL gap; customer perception; middle-class restaurants; analytic hierarchy process; AHP; customer satisfaction.
  DOI: 10.1504/IJSOM.2024.10062908
   
  
• A Multi-Objective Robust Possibilistic Programming Approach to Designing Sustainable and Reliable Closed-Loop Supply Chain Network (Case Study: Aluminum Industry)  
  by Sajad Amirian, Maghsoud Amiri, Mohammad Taghi Taghavifard 
  Abstract: In this study, using a robust possibilistic programming approach with Me scale for solving sustainable and reliable supply chain network design (SCND) problems under uncertain conditions has been considered. The proposed approach eliminates the need for iterative consideration by decision-makers by providing unlimited choices from the optimism-pessimism spectrum. The mathematical model developed in this study is of MILP, which is implemented in GAMS software to solve it and find Pareto optimal solutions. The accuracy of the overall performance of the proposed model has been evaluated with four examples (based on the coefficients of the objective functions) from a case study in the aluminum industry. The variability of the justified decision space in the Me scale has helped to solve the (SCND) problem more flexibly and closer to reality through the possibility of exchange between the objective function and the risk-taking level of the managers.
  Keywords: sustainability; reliability; closed-loop supply chain network; robust possibilistic programming.
  DOI: 10.1504/IJSOM.2023.10063071
   
  
• Business intelligence Systems Success Model Based on Information System Theory  
  by Mohammad Almuiet, Mohammad Bany Baker, Zaid Jaradat, Ala'a Bani Bakr, Qotadeh Saber Aljawazneh, Ghaith Jaradat 
  Abstract: In the literature, research often places more emphasis on decision-making systems than on the variables influencing BI adoption, and business intelligence (BI) is seen as a new decision-making domain. Along with other BI-relevant criteria, the article used the technology acceptance model (TAM), De Lone and McLean's model, and TAM. Survey information was collected from managers, accounting department heads, and IT department employees at Jordanian hospitals in order to experimentally test the suggested model. Based on the PLS-SEM results, it is clear that perceived usefulness, perceived usability, system quality, service quality, and information quality all had a favourable impact on BI adoption intentions, which in turn had a favourable impact on BI use. From a practical standpoint, stakeholders such as technology-based BI vendors, legislators, and healthcare providers can greatly benefit from the guidance provided by these findings.
  Keywords: business intelligence; BI; technology acceptance model; TAM model; IS model; healthcare sector; Jordan.
  DOI: 10.1504/IJSOM.2024.10063411
   
  
• Improving lean transformation success with change management techniques  
  by Ariella Janka Tarjáni, Noémi Kalló, Béla Pataki 
  Abstract: While the success rate of lean transformations is low, soft management techniques such as change management methodologies are rarely mentioned in the lean literature. Combining the different approaches represented by lean and change management can support the success of lean projects and the organisation. As lean transformations are inevitably radical changes in organisations, they must be supported suitably by change management techniques. We show how the success of such a change can be forecasted and how the preparation and implementation phase can be supported with the help of change management. This paper presents a case study where a new lean tool, an online kanban board, is introduced into the operation of a service SME. Based on the case study, we recommend using the presented change management tools for lean implementations.
  Keywords: change management; lean management; lean office; kanban board; case study.
  DOI: 10.1504/IJSOM.2024.10063440
   
  
• An Investigation of Passenger Service Satisfaction with International Airports: Evidence from Vietnam-Taiwan direct flights at Tan Son Nhat International Airport  
  by Nam Tien Duong  
  Abstract: This study aims to investigate passengers' satisfaction with the Vietnam-Taiwan flights at Tan Son Nhat Airport in terms of flights and airport services. The findings indicate that satisfaction with various service attributes, such as ticket purchasing, destination and flight services, and airline staff services falls between dissatisfaction and satisfaction. In the multiple regression of flight service satisfaction, satisfaction with the two service dimensions, destination and flight services, and airline staff services, positively affect the overall flight service satisfaction. As for satisfaction with airport services, satisfaction with various service attributes, including terminal facilities, airport services, and passenger service information, ranges from dissatisfaction to satisfaction, while satisfaction with parking and ground transportation attributes lies between dissatisfaction and neutral. In the multiple regression of airport services satisfaction, satisfaction with the four service dimensions, terminal facilities, airport services, passenger service information, and parking and ground transportation, positively affects overall airport service satisfaction.
  Keywords: satisfaction; airport; passenger; service; flight; Vietnam; Taiwan.
  DOI: 10.1504/IJSOM.2023.10064137
   
  
• A Closed-loop Supply Chain Game Model Considering Reciprocal Preferences and Echelon Utilisation  
  by Shan Yu, Qiang Hou 
  Abstract: Considering the closed-loop supply chain decision-making process of power battery cascade utilisation under the reciprocal preference, this paper constructs the profit function of all stakeholders in the power battery closed-loop supply chain, studies the optimal equilibrium strategy and evolution characteristics, simulates the path evolution process of profits by numerical simulation, analyses the sensitivity of parameters, and verifies the impact of various parameters on the overall structure and path. The results show that with the increase of the reciprocity preference degree, the manufacturers will increase the retail price of new power batteries and the repurchase price of used batteries, and the echelon users will not change the retail price of high energy density batteries. The reciprocal preference behaviour among members enhances the interests of other members through profit transfer, achieves the maximum benefits of the closed-loop supply chain and promotes the sustained and stable operation of the supply chain.
  Keywords: closed-loop supply chain; cascade utilisation; reciprocal preference; power batter.
  DOI: 10.1504/IJSOM.2024.10064232
   
  
• The Impact of Organisational Agility on Achieving High Performance in the Jordanian Public Shareholding Industrial Companies  
  by Murad Salih Musallam Alkhalafa, Wan Nur Syahida Binti Wan Ismail, Wan Zanani Binti Wan Abdullah, Nur Haiza Muhammad Zawawi 
  Abstract: This article aims to evaluate the impact of organisational agility capabilities (OAC), namely agile strategy, agile processes, agile linkages, and agile people, on achieving comprehensive organisational transformation to the level of a high-performance institution. Additionally, this study proposes a transformation framework to convert low-performing organisations into high-performance institutions by exploring the essential administrative practices and methods required for such transformation. The data was collected through a survey questionnaire from managers in the upper and middle management of Jordanian public shareholding industrial companies. Structural equation modelling (SEM) was utilised to test the proposed hypotheses and examine the relationships among the study variables. The study found a positive relationship between OAC, agile strategy, agile processes, agile linkages, and agile people with the high-performance transformation framework. It also discovered that a learning organisation plays a positive mediating role in strengthening the relationship between these variables.
  Keywords: organisational agility; learning organisation; organisational performance; high-performance organisation; HPO; structural equation modelling; SEM.
  DOI: 10.1504/IJSOM.2023.10064466
   
  
• Pricing new and remanufactured products: a strategic analysis of the selling and leasing Models  
  by Tao Zhou, Kai Li, Bohai Liu, Zhiying Kuang 
  Abstract: Growing environmental concerns have prompted firms to adopt sustainable practices, with remanufacturing emerging as a promising approach. However, implementing remanufacturing into business models presents challenges for firms. Our study examines the selling and leasing business models, analysing how ownership is transferred upon purchase or retained by the firm, and how returned product quality and customer perception impact remanufacturing, marketing, and the environment. We also identify conditions that favour each business model. Our findings indicate that the firm’s remanufacturing preference is contingent upon the quality of returned products, with full remanufacturing being favoured for higher quality products and partial remanufacturing being employed for lower quality ones. Notably, a high level of returned product quality may not always be beneficial for the firms remanufacturing profitability. The total environmental impact tends to decrease as the quality of returned products improves under certain conditions. Furthermore, a rise in the customer perception factor may lead to diminished profits and decreased environmental impact. Finally, our research indicates that the decision between adopting a leasing or selling model hinges on the quality of returned products, regardless of whether they were obtained through leasing or selling.
  Keywords: business model; remanufacturing; pricing; product quality; customer perception; environmental impact.
  DOI: 10.1504/IJSOM.2024.10064610
   
  
• Lights on the Implementation of Lean Manufacturing in Moroccan Companies: Benefits, Barriers, Critical Success Factors (CSFs)  
  by Salma Arabi, Mohamed Saad Bajjou, ANAS Chafi, Mohammed E.L. Hammoumi 
  Abstract: This is the abstract reduced to less than 150 words: This paper focuses on the implementation of lean in different sizes of companies (very small, small, medium, and large), operating in Moroccan manufacturing and non-manufacturing sectors. The objective is to identify potential lean benefits. It also aims to identify the origin of the failure of lean manufacturing. Furthermore, it assess the factors contributing to the success of the implementation of lean production. To achieve these objectives, 263 completed responses were collected and analysed using SPSS. The results highlight that Moroccan companies mainly face difficulties in the category of managerial and cultural barriers. On the other hand, among the results of the study, it is important to underline the importance of leadership, participation from senior management and employees, communication, motivation and the development of a continuous improvement mind-set among employees in the successful implementation of the lean philosophy within Moroccan industries.
  Keywords: lean philosophy; Moroccan industries; perceptions; barriers; critical success factors; CSFs.
  DOI: 10.1504/IJSOM.2024.10064707
   
  
• The Impact of E-Commerce Practices on Local Product Purchase Intention: a Moderating Factors Research  
  by Lin Li 
  Abstract: The current research was conducted to analyse the moderating role of the product description, enduring involvement, cognitive involvement, and affective involvement in the relationship between e-commerce practices and local product brands' purchase intention. The respondents were targeted physically in Changsha, Hunan, and a sample of 299 respondents was collected on a self-administered questionnaire using a random sampling method. Statistical Package for Social Sciences (SPSS) 29 was used for descriptive findings, and Smart PLS 3 was used for inferential statistics. The findings disclosed that product description, enduring involvement, and affective involvement significantly moderate the relationship between e-commerce practices and local product brands' purchase intention. However, the study found cognitive involvement has no moderating relationship between e-commerce practices and local product brand purchase intention. The findings of this research are novel for theoretical contributions to the literature. Furthermore, there are some practical recommendations in this research to improve the local product brands purchasing intention in China.
  Keywords: e-commerce; local products; purchase intention; product description; enduring involvement.
  DOI: 10.1504/IJSOM.2024.10064709
   
  
• Investigating the Determinants of Picker Performance and Interdependencies between the Determinants of Third-Party Logistics Industry  
  by Jinendri Prasadika, Annista Wijayanayake, D. H. H. Niwunhella 
  Abstract: The study focuses on the significance of order picking (OP) which is a pivotal and economically consequential operation in warehouses, emphasising its impact on client satisfaction and overall productivity. The study was conducted for third-party logistics (3PL) warehouses in Sri Lanka and it identifies and analyses 12 key factors influencing picker performance (PP). These factors are categorised into employee factors (EF), management factors (MF) and warehouse factors (WF). The study utilises partial least squares structural equation modelling (PLS-SEM) to examine the relationships between PP and its determinants. Additionally, the decision-making trial and evaluation laboratory (DEMATEL) method is employed to reveal causative relationships among these factors. The findings highlight the substantial role of EF, MF, and WF in enhancing PP. Ultimately, the research provides actionable insights for warehouse managers to strategically improve operational efficiency, address picker needs, and create a more streamlined and productive warehouse environment.
  Keywords: third-party logistics warehouses; picker performance; warehouse management; order picking.
  DOI: 10.1504/IJSOM.2024.10064720
   
  
• A Preliminary Study on the Evaluation and Improvement Strategies of the Service Quality of Shared Green Transportation Mobility in Taiwan  
  by Che-Cheng Chang, Shu-Hsien Huang, Chen Chen 
  Abstract: The sharing economy especially that of electric light motorcycle scooters (e-scooters), contributes to both a green transportation system and increasing urban space. Given this, this study aimed to explore the current situation of service quality in the e-scooter sharing industry in Taiwan. A longitudinal approach was adopted for the purpose and a questionnaire containing 22 indicators was used to collect the data. The analysis of the results found that the ratings for the perceived importance were not aligned with those for satisfaction, indicating that the consumers found e-scooter sharing important but were not satisfied with the service provided. The findings serve as a useful strategic base for e-scooter business managers to evaluate and improve service quality, thereby boosting the sustainable development of the shared mobility economy.
  Keywords: shared electric scooters; IPA; SERVQUAL; service quality; green transportation; Taiwan.
  DOI: 10.1504/IJSOM.2024.10064796
   
  
• State of Art Review on Lean Six Sigma with Industry 4.0 Integration  
  by Vigneshvaran R, S. Vinodh 
  Abstract: LSS4.0, a combination of Lean Six Sigma and Industry 4.0 has brought revolutionary changes in manufacturing and management concepts due to the data driven nature of Lean Six Sigma. In addition to customisation, waste reduction and value addition, LSS4.0 provides process variation reduction, quality enhancement through elimination of repetitive task, service orientation, decentralisation and so on. Although LSS4.0 offers many significant advantages, still organisations are reluctant to implement integrated LSS4.0 approach due to lack of proper knowledge about LSS4.0 and its significance in current manufacturing environment. This article attempts to identify the current trend and future prospect of LSS4.0 through systematic literature review method. A framework to integrate and implement LSS4.0 is proposed in this study through analysis of LSS4.0 in various perspectives like barriers and challenges of LSS4.0, principles, enablers, critical success factors of LSS4.0. The framework proposed act as a guideline for industrial practitioners to implement LSS4.0.
  Keywords: Lean Six Sigma; Industry 4.0; I4.0; Lean Six Sigma 4.0; LSS4.0; systematic literature review; SLR; framework.
  DOI: 10.1504/IJSOM.2024.10065265
   
  
• The Strategic Role of Business Analytics Adoption, Knowledge Retention, and Dynamic Capability to Achieve Sustainable Competitive Advantage  
  by Dian Alanudin, Budi W. Soetjipto, Athor Subroto 
  Abstract: In today's turbulent digital landscape, create competitive advantage sustainability are the bedrock upon which successful businesses are built. Unfortunately, companies often lack this requisite expertise and strategies. This study aims to investigate the relationship between competitive advantage, knowledge retention, dynamic capability, and business analytics. Involving 327 companies, a set of questionnaires was analysed. The paper utilised structural equation modelling to test hypotheses in the proposed research model. This study reveals that competitive advantage can be built through knowledge retention and dynamic capability. Business analytics indirectly enhances competitive advantage. The relationship between business analytics and knowledge retention proves stronger than a direct link to dynamic capability. Business analytics efficiently analyses data to gain critical insights, detect emerging trends, and anticipate customer needs. Knowledge retention transforms business operations by streamlining processes, reducing costs and introducing innovative products and services. Dynamic capability is essential to navigate the constant disruptions in today's business environment.
  Keywords: business analytics; competitive advantage; dynamic capability; knowledge retention.
  DOI: 10.1504/IJSOM.2024.10065384
   
  
• The Role of Environmental Concern on Purchase Intentions Through Attitude, Perceived Ease of Use, and Willingness to Pay of Two-Wheeled Electric Vehicles in Indonesia  
  by Rhian Indradewa, Santi Sopiani 
  Abstract: Environmental concerns are crucial since they can lower oil usage, boost productivity, and benefit the environment. Through attitude, perceived ease of use, and willingness to pay, this study investigates the impact of environmental concern on purchase intention. Beginning in 2024, this quantitative study employing the structural equation model (SEM) method concentrated on Banten Province Indonesia residents who used two-wheeled vehicles. A Google form was used to distribute questionnaires online, and 210 people responded to the survey. The study's conclusions show that consumers’ attitudes, perceptions of two-wheeled electric vehicles' ease of use, and willingness to pay all contribute to their purchase intentions, which in turn influence environmental concern (EC). When creating policies and strategies that can lead to purchasing intention, this study proposes managerial implications for electric vehicle manufacturers regarding how to manage and implement environmental concern (EC) through the role of attitude (ATT), perceived ease of use (PEU), and willingness to pay (WTP) of consumers.
  Keywords: organisational transformation; organisational culture; job satisfaction; readiness to change; Indonesia.
  DOI: 10.1504/IJSOM.2024.10065607
   
  
• The Influence of Graphic Chinese Characters in Product Advertising Posters Towards Young Consumers  
  by Mengchen Zhang, Siti Salmi Jamali, Adzira Husain 
  Abstract: The research was conducted to measure the correlation between graphic Chinese characters, purchase intention, product advertising poster, and young consumer feedback. The data of the study was collected from Chinese young customers. A sample of 280 young consumers in China was collected by using a self-administrated questionnaire. Partial least square-structural equation model (PLS-SEM) was used to analyse the data using SmartPLS 3. The study found that correlations between graphic Chinese characters, purchase intention, product advertising poster, and young consumer feedback were positively accepted. The gaps in the body of knowledge are addressed by the study. The study provides recommendations to improve the purchase intention of young consumers in China by considering graphic Chinese characters.
  Keywords: graphic characters; product advertising; consumer feedback; purchase intention; young consumers.
  DOI: 10.1504/IJSOM.2024.10065816
   
  
• A Novel Method for Calculating Time Intervals Between Sequential Activities in Event Logs  
  by Seyed Hossein Siadat, Hamed Rouhani 
  Abstract: Business processes generate a significant amount of data that needs to be communicated and transferred efficiently. One method to analyse this data involves the use of event logs, which document the time interval between two consecutive activities within a process. This time interval can expose potential issues and opportunities for improvement within the process. Various techniques, including machine learning, process mining, and mathematical algorithms, have been employed to analyse these time intervals. This paper introduces a conceptual model designed to evaluate the time interval between consecutive activities in business processes. This model aids in comparing and managing these time intervals, thereby optimising the utilisation of organisational resources. It is important to note that this research is solely focused on the time index and does not take into account other performance indicators of the process. The initial implementation of this model reveals the trend of the time interval between two consecutive activities.
  Keywords: machine learning; business process management; BPM; statistical process control; SPC; event log; process mining.
  DOI: 10.1504/IJSOM.2024.10065982
   
  
• The Impact of Experience Scape Stimulus on Memorable Guest Experience in the Hospitality Sector: An Empirical Evidence from India  
  by Deepika Reddy, Veer P. Gangwar, Bijay Kushwaha 
  Abstract: The current investigation aims to examine the influence of experiential stimuli on creating a memorable guest experience within the hospitality industry. It is widely acknowledged that guest expectations and experiences are critical in determining their satisfaction and likelihood of returning. Even a single negative experience can significantly reduce the chances of a future visit. To explore this phenomenon, the present study utilised purposive sampling techniques to select 402 guests from five-star hotels. The research model was tested and validated using partial least square structural equation modelling. The findings indicate that physical, social, cultural, individual, and situational factors contribute to creating a memorable guest experience in the hospitality industry. However, the impact of natural and technological stimuli on guest experience, while positive, was found to be statistically insignificant. The implications of these results are further discussed in the manuscript.
  Keywords: memorable guest experience; experience scape stimulus; experiential stimuli; guest expectation; hospitality industry.
  DOI: 10.1504/IJSOM.2024.10066050
   
  
• Confirmation Bias and De-biasing Mechanisms in Financial Decision Making  
  by Phaik Nie Chin  
  Abstract: This study examined the relationship between confirmation bias and overconfidence bias, as well as the effectiveness of contradicting reason and feedback mechanisms in mitigating overconfidence bias among individuals. A total of 174 participants were recruited for 13 experimental sessions. The degree of overconfidence bias, including: 1) trading volume and price prediction error, was assessed using a simple trading mechanism; 2) an overconfidence score was collected through a questionnaire during laboratory experiments. The findings indicate that individuals exhibiting confirmation bias tend to have higher overconfidence scores and price prediction errors compared to those without such bias. Moreover, the results from the solution mechanisms indicate that feedback mechanisms are more successful in reducing overconfidence bias in individuals. The study offers valuable insights to companies, policymakers, and individuals, emphasising the significance of confirmation bias and providing guidance on how to enhance performance through de-biasing mechanisms.
  Keywords: confirmation bias; overconfidence; miscalibration; financial decision making; price prediction error; trading volume.
  DOI: 10.1504/IJSOM.2024.10066055
   
  
• Lean Six Sigma in Services: a Systematic Review of the Literature  
  by Siham Alami Chentoufi, Abdelali Ennadi 
  Abstract: The culture of continuous improvement is weakly anchored in most services, which face similar quality, time, profitability, and customer satisfaction requirements as industries. Service companies such as financial institutions, banks, call centres, and insurance companies can benefit from Lean Six Sigma (LSS), a methodology that combines Lean's process acceleration and Six Sigma's performance reliability. Despite its popularity and proven effectiveness, LSS faces challenges and requires continuous enhancement. This article systematically reviews 102 general literature articles on LSS in the service industry, analysing its implementation. The study classifies the number of citations in articles regarding LSS across departments, identifies 11 major challenges in deploying LSS, 8 critical success factors for its implementation and sustainability, 13 tools for addressing process improvement, and 8 main benefits of LSS in the service sector.
  Keywords: Lean Six Sigma; LSS; services; challenges; critical success factors; benefits.
  DOI: 10.1504/IJSOM.2024.10066058
   
  
• Examining the Barriers to Integrated Models for Quality Management Systems in Civil Engineering Consulting Organisations in South Africa  
  by Phetola Elias Maleaopo, Surajit Bag, Jan Harm Christiaan Pretorius 
  Abstract: The aim of this paper is to investigate the barriers that affect the implementation and practice of integrated quality management system (QMS) models in the context of civil engineering consulting organisations in South Africa (SA) by applying the interpretive structural modelling (ISM) method and the MICMAC analysis. Ten barriers identified from the literature and verified by experts as the most applicable to civil engineering consulting firms in SA are analysed. The results suggest that the application of the ISM method and the MICMAC analysis confirms that the implementation and practice of an integrated QMS model in civil engineering consulting firms in SA is significantly influenced by a series of interlinked barriers. The top barriers to the use of integrated QMS models are the absence of top management support and lack of continuous improvement as indicated by the ISM model and verified by the MICMAC analysis.
  Keywords: operations management; civil engineering firm; integrated QMS model; South Africa.
  DOI: 10.1504/IJSOM.2024.10066065
   
  
• Supplier Development for Sustainability in the Healthcare Supply Chain: an Empirical Study of a Developing Country during COVID-19  
  by Nooshin Ghanbari, Reza Hafezi, Mohamad Sadegh Sangari, Ali Bozorgi Amiri 
  Abstract: The purpose of this research is to investigate how sustainability in economic, social, and environmental dimensions can be enhanced through supplier development in the healthcare supply chain. Data were collected through a survey study, and partial least squares-structural equation modelling (PLS-SEM) was employed for data analysis. The findings demonstrate that strengthening relationships between customers and suppliers is a key factor in enhancing supply chain sustainability. This study reveals that improvements in the activities that contribute to supplier development have a significant impact on fostering trust, customer awareness, and the supplier's brand image. These enhancements can significantly improve supply chain sustainability within the healthcare industry. The research results aim to provide an integrated perspective on supply chain sustainability, emphasising its economic, social, and environmental dimensions.
  Keywords: Healthcare Systems; Buyer-Supplier Relationship; Sustainability; Supplier Development; Structural Equation Modelling.
  DOI: 10.1504/IJSOM.2023.10066067
   
  
• Exploring Human Factors as Barriers to Artificial Intelligence-Human Collaboration Among Shop Floor Workers in Bangladesh's Garment Factories  
  by Surajit Bag, Gautam Srivastava 
  Abstract: Garment factories in developing countries like Bangladesh are moving towards digitalised and automated systems by enabling artificial intelligence (AI)-human collaboration. In Bangladesh, garment factories are facing a lot of challenges in implementing AI. This study aims to identify the important human factors as barriers to AI-human collaboration in the garment factories of Bangladesh. An extensive literature review was done to identify the human factors as barriers to AI-human collaboration in garment factories. Interpretive structural modelling (ISM) is used to understand the complex relationship between the identified barriers and determine the sequence of the barriers in the form of a framework. Further, MICMAC analysis is used to provide a comprehensive analysis of the proposed framework by classifying the barriers into driving forces and dependence forces. Findings show that the bottom-level human factors as barriers are the lack of strong leadership support (B2) that finally impacts the top-level barriers, i.e., lack of employees’ psychological safety (B7), lack of employee engagement (B10), lack of employee commitment (B11), and lack of empowerment of shop floor workers (B12). Enabling strong leadership support can eliminate bottom-level barriers, facilitating AI-human collaboration on the shop floor in the garment industry in Bangladesh.
  Keywords: human factors; barriers; AI-human collaboration; garment factory; shop floor; operations; interpretive structural modelling; ISM; Bangladesh.
  DOI: 10.1504/IJSOM.2024.10066088
   
  
• Lean Six Sigma for Fulfilling Value-Added Services in the Post-Pandemic Logistics Industry  
  by Hokey Min, William Sawaya 
  Abstract: The lingering COVID-19 pandemic and the ongoing Russia-Ukraine war have created unprecedented supply chain turmoil that has swept the world. Repeated supply chain disruptions put enormous pressure on the logistics industry to reassess how it conducts business. Such reassessment includes the assurance of timely and error-free order fulfilment of value-added logistics services. This paper proposes a Lean Six Sigma program that utilises a broader array of tools and methods to ensure superior value-added logistics services. The proposed Lean Six Sigma program aims to identify various sources of logistics fulfilment mistakes or inconsistencies and eliminate them by reducing the variability within logistics fulfilment services. To demonstrate the usefulness and practicality of the proposed Lean Six Sigma program, we discuss the application to a typical third-party logistics setting where value-added services are rendered to a global marketplace.
  Keywords: Lean Six Sigma; third-party logistics; 3PL; value-added services; VAS; DMAIC approach; process map; supply chain resilience.
  DOI: 10.1504/IJSOM.2023.10066131
   
  
• Location Selection for Bakery Industry in Geographically Diverse States of India Considering PESTEL Factors  
  by Muskaan Kothari, Ayush Nair, Javed Aslam, Mohammed Rehaan Chandan 
  Abstract: In any industry, the choice of location has a profound effect on the ease of operations. Industries require distinct inputs based on functionality that is totally dependent on the region where it is located. The article employs the PESTEL analysis technique to determine the influence of political, economic, social, technological, environmental, and legal factors in influencing location decision-making process. The location choices of eight geographically varied states such as Andhra Pradesh, Bihar, Gujarat, Maharashtra, Karnataka, Uttar Pradesh, Uttarakhand, and West Bengal have been examined as an example of the Indian baking industry location selection. The eight states were rated for all the components under each factor, which were determined through questionnaire answered by the industry experts. Net ratings were evaluated for each state by using factor rating method. Upon analysis the study reveals that Gujarat as the most desirable location and Bihar as the least performing location for the setup of a bakery industry. Thus, PESTEL analysis and factor rating, when combined with the required data, may accurately estimate the ambient location of any industrial plant while taking into account the greatest number of external factors.
  Keywords: location; decision making; PESTEL analysis; factor rating; bakery/food industry.
  DOI: 10.1504/IJSOM.2024.10066171
   
  
• Analysing the Influence of Stakeholders on the Implementation of Ethical Systems for Accident Reporting in the South African Construction Industry: A Qualitative Study  
  by Gundo Nyatema Radzilani, Surajit Bag, Jan Harm Christiaan Pretorius 
  Abstract: The study elucidates the current state of ethical reporting systems, identifies and analyses the roles of significant stakeholders, reveals the dynamics underlying stakeholder interactions and their consequent impact on ethical implementations, and assesses stakeholder influence on the accuracy of accident reports. Insights were derived from qualitative analysis of interviews with 15 experts closely associated with the sector. The research highlights a tangible conflict between moral obligations and commercial imperatives, exacerbated by South Africa's unique socio-economic and political context. The South African construction industry's historical and socio-economic trajectory, combined with a complex mix of cultural characteristics, stakeholder power, and institutional constraints, creates a distinctive environment despite similarities to global challenges in the field. The report underscores the need for a comprehensive, multifaceted strategy that emphasises stakeholder education, structural improvements, stringent regulatory oversight, and a firm commitment to ethics from industry leadership to balance stakeholder influences with ethical imperatives.
  Keywords: accident reporting; ethical reporting; operations management; reporting integrity; South African construction; stakeholder dynamics.
  DOI: 10.1504/IJSOM.2024.10066332
   
  
• Leveraging Blockchain Technology Capabilities for Supply Chain Performance Enhancement: An Exploratory Study  
  by Gangaraju Vanteddu, Asit Bandyopadhayay 
  Abstract: Blockchain technology (BCT) is one of the key technology enablers in the emergent Industry 4.0 system of manufacturing practices. The absence of holistic research that explores the interrelationships between the key BCT capabilities, desirable supply chain (SC) performance characteristics (both traditional and those that gained prominence in the post-pandemic era), and the relevant SC performance drivers/enablers is one of the key impediments for academicians and practitioners to fully research, understand, and adopt the BCT in global supply chain management (SCM) contexts. Through this exploratory study based on extensive literature review we try to address this research gap and we believe the research contributions made in this paper, particularly the interrelationship diagram and the BCT-SCM integration matrix would be valued by academicians/practitioners and ignite an interest in both the theory and practice of BCT integration in global SCM contexts, one of the key technology frontier areas in the 21st century.
  Keywords: blockchain technology; BCT; supply chain management; SCM; disintermediation; decentralised architecture; distributed network.
  DOI: 10.1504/IJSOM.2024.10066369
   
  
• An evaluation of the impact of service quality on customer satisfaction: a case study of the home appliance company in Kosovo  
  by Artan Veseli, Diana Veseli 
  Abstract: This study aimed to evaluate the impact of service quality dimensions on customer satisfaction in a retail home appliance industry in Kosovo. Convenience sampling was used to select respondents from various demographic backgrounds, and data were collected through survey questionnaires distributed to 400 customers of the largest retail home appliance company chain in Kosovo, resulting in a valid response rate of 70% (279 respondents). The SERVQUAL instrument was employed to assess the five dimensions of service quality: tangibility, reliability, responsiveness, assurance, and empathy. Descriptive statistics and paired sample t-tests were used to analyse the data. The results showed that the quality of service the company provided significantly influenced customer satisfaction. Negative gap scores were observed across all SERVQUAL dimensions, suggesting that the level of customer satisfaction was below the desired level. These findings were consistent with previous research conducted in the home appliance industry in various countries.
  Keywords: service quality; customer satisfaction; home appliance industry; Kosovo.
  DOI: 10.1504/IJSOM.2024.10066512
   
  
• Extended UTAUT Model to Understand the Role of Computer Anxiety and Work-Life Quality in Faculty Adoption of Online Learning in Higher Education Institutes  
  by Vishnu Lal, G. Varaprasad 
  Abstract: This research aims to enhance the unified theory of acceptance and use of technology (UTAUT) framework to better comprehend the adoption of e-learning platforms by faculties in a developing country. The constructs for the UTAUT model were chosen based on the e-learning context and expanded with the variables work-life quality and computer anxiety. The proposed model was tested with data gathered from faculty members of higher education institutions. The hypotheses testing and adequacy of the proposed model were evaluated through structural equation modelling using SmartPLS 3.2.8. The study's results show that ten out of the fourteen hypothesised paths significantly impacted faculty acceptance of e-learning platforms, and a total of seven significant factors explained a variance of 59.7% of the dependent variable behavioural intention. The study adds an expanded UTAUT framework to adoption theories and discusses how work-life quality and computer anxiety influence the original variables and highlights their practical implications.
  Keywords: adoption theory; education industry; services marketing; massive online open courses; MOOCs; SmartPLS.
  DOI: 10.1504/IJSOM.2023.10066723
   
  
• Supply Chain Traceability: a Literature Review  
  by Sila Anwar, Rameez Khalid, Abdul Qadus 
  Abstract: Supply chain traceability is one of the most important and emerging concepts in the current complex and challenging environment. It allows for the fast recognition and mitigation of problems like delay, quality, and security in supply chain management. It also addresses the issues of legal compliance, product quality and safety, and customers' trust. Our study synthesises literature profiling 344 peer-reviewed articles and conducts a thematic bibliometric analysis of 148 articles, identifying five main clusters: RFID technology, blockchain technology, food supply chain, supply chain management activities, and supply chain management integration. Both RFID and blockchain are widely researched in the context of their influence on supply chain traceability. The literature also discusses the sectorial approach to food supply chains and the interaction of the upstream and downstream elements, mimicking the layers of supply chain management. The most prominent authors, journals and articles in the field are then identified and lastly an agenda for future research is presented.
  Keywords: Supply Chain Traceability; RFID; Blockchain; Tracing; Bibliometric Review.
  DOI: 10.1504/IJSOM.2024.10066727
   
  
• The strategic use of learning in repetitive projects  
  by Carlos Gomes Da Silva, Pedro Carreira 
  Abstract: In this paper, a multiobjective model is developed to manage the learning effect in repetitive projects by controlling the decision of which team of workers executes each activity and when. Indeed, each activity can be executed using more or less working teams across projects and at different moments, which determines the intensity of learning effectively acquired and has conflicting consequences on the completion time, costs and quality of the projects (objective functions of the model). An empirical experiment based on benchmark project networks assesses the gains of incorporating and managing the learning effect. In addition, the model can also be used to bound the effects of behaviour phenomena that interfere with learning by setting appropriate parameters. Finally, an interactive approach to dealing with the model in dialogue with the project manager is proposed to enhance its practical use.
  Keywords: Project management; repetitive projects; learning; behavioural learning disturbances; multiobjective model; interactive approach.
  DOI: 10.1504/IJSOM.2024.10066813
   
  
• Exploring the Impact of Service Quality Factors on Customer Satisfaction in Chinese Dragon Animation Film Design  
  by Chen Yang, Siti Salmi Jamali, Adzira Husain 
  Abstract: This research is designed to comprehensively determine the factors which are influencing dragon animation films' customer satisfaction. This study determine the impact of four independent variables: quality of animation, customers service, timeliness of delivery and cost effectiveness. The mediating variable of the study is dragon animation perceived value while the dependent variable is overall satisfaction. The study is designed to enrich the dragon animation films related to academic literature providing empirical evidence for the findings. The study is based on a survey based approach. A sample of 333 dragon animation film service customers were collected. Partial least square-structural equation model (PLS-SEM) was performed. The findings of the research confirmed significant correlations between quality of animation, customers service, timeliness of delivery, cost effectiveness, dragon animation perceived value and overall satisfaction of customers. The research has theoretical value as the gaps in literature regarding dragon animation films are addressed. Practically, the study is significant to improve the body of knowledge by suggesting reliable findings for improving dragon animation films related perceived value and overall satisfaction of customers.
  Keywords: dragon animation; animation films; customer satisfaction; service quality; dragon film design; China.
  DOI: 10.1504/IJSOM.2024.10066918
   
  
• Machine Learning in Forecasting Time Series to Control the Stock of High-Cost Drugs used in Cancer Treatment  
  by Paulo César Ossani, Lorena Mazia Enami, Gislaine Camila Lapasini Leal 
  Abstract: An incorrect forecast can have tragic consequences for patient care. From a practical point of view, a financial compromise can be made as long as service levels are maintained at a maximum. Aiming at a compromise monetary reduction while still meeting demand, this study addresses a cancer drug inventory control in a small hospital. While there is extensive use of parametric time series models, this paper proposes the use of machine learning techniques, such as random forests, support vector regression, K-nearest neighbours, and extreme learning machines, which can produce better results in predicting drug consumption monthly data between 2015 and 2019. Indicators such as inventory turns and service levels were used to validate the models, which increased inventory turns by more than 45%, which represents a large impact. Thus, better demand accuracy is achieved without compromising the service levels, proving the feasibility of the techniques.
  Keywords: decision making; healthcare; k-nearest neighbours; machine learning; turnover.
  DOI: 10.1504/IJSOM.2024.10066923
   
  
• Creativity Drivers for Six Sigma Project Success  
  by Timothy Baker, Xun Xu, Lizao Zhang, Phillip W. Witt 
  Abstract: Six Sigma projects are important to enhance the quality management process. This study investigates the creativity drivers for Six Sigma project success. We performed two action research projects that corroborated the theory that team creativity mediates the impact of openness to experience on project success in Six Sigma project settings. We then constructed and performed reliability-internal validity tests on scales via our random sample survey of 736 manufacturers in Canada and the USA. Finally, we used structural equation modelling on these survey data to test that the theory holds. Our findings suggest that the general level of team creativity is a stronger predictor of project success than environmental factors surrounding the team, such as a work atmosphere that is tolerant of dissension.
  Keywords: Six Sigma; team creativity; project performance; quality management; team performance.
  DOI: 10.1504/IJSOM.2023.10067265
   
  
• A Systematic Literature Review of AI-Driven Communication: Foundations, Trends and Future Research Propositions  
  by Utpala Das, Kulbir Kaur Bhatti, Raj Kumar Singh 
  Abstract: This research aims to synthesise the literature on the AI-driven communication research landscape using bibliometric analysis. This study examines past, current, and future research in AI-driven communication. The documents are extracted from the Scopus database, and 190 papers are chosen, applying the bibliometric study's standard inclusion and exclusion criteria. Citation analysis is performed to identify the most influential documents, institutions, countries, and authors. The most prolific writers and sources are identified using productivity analysis. The four thematic clusters of AI-driven communication research are discovered using bibliographic coupling. Thematic clusters are AI-guided Chatbots, Human-AI Interaction, Digital Economy, and Virtual Assistants. Co-citation analysis is employed to identify citation patterns and highly referenced texts. Additionally, co-occurrence analysis is employed to create thematic trends, and word cloud highlights the frequently used keywords in AI-driven communication research. The articles outline the directions for further study.
  Keywords: AI-driven communication; Citation Analysis; Bibliometric Analysis; Word Cloud; Co-occurrence Analysis.
  DOI: 10.1504/IJSOM.2024.10067268
   
  
• Service Logic and Value Co-Creation Reconsidered: the Service Method and its Theoretical Implications for Service Science, Management and Praxis  
  by Fernando Yanine 
  Abstract: The paper presents a critical advancement in services’ science and management, addressing gaps in the existing literature on service logic, value co-creation, and introducing the service method and its pivotal role. It emphasises service as a reciprocal exchange of value, reliant on coordinated actions by providers and clients. While current discourse acknowledges client participation, it overlooks the mechanics of engagement and guiding service processes. Through qualitative inquiry, the paper asserts that service involves orchestrated value exchange managed by specific process architectures within organisations. Employing a systemic perspective, it identifies a gap in conventional understanding and advocates updates to address it. Drawing from systems engineering and sustainable marketing, it introduces the service method as an analogue to the scientific method. Highlighting its teleological and ontological implications, the paper calls for an ex-ante analysis to enrich service science, positioning the service method as essential for enhancing engagement, value co-creation, and practical applications.
  Keywords: service process architecture and design; service logic; service method; value exchange; value co-creation; service science and praxis.
  DOI: 10.1504/IJSOM.2024.10067491
   
  
• Retrospections of the Workplace Ostracism Research: Foundations, Identifying Trends, and Future Directions  
  by Garima Gupta, Yamini Pandey, Vibhuti Singh, Namrata Singh, Prabhakar Singh Tomar, Ateeq Ahmed 
  Abstract: This study conducts a bibliometric analysis of workplace ostracism research on 269 documents extracted from the Scopus database. Through the application of diverse methodologies such as productivity analysis, citation analysis, and co-citation analysis, the study explores the intellectual framework and emerging patterns within this domain. This bibliometric analysis furnishes a valuable synopsis of the present status of workplace ostracism research, providing insights into its core themes, evolving patterns, and potential future avenues for exploration. The examination uncovers four distinctive clusters: organisational citizenship behaviour (OCB), counterproductive work behaviours (CWB), knowledge hiding, and workplace incivility. These groupings underscore the complex nature of workplace ostracism and its repercussions on various facets of employee conduct. Moreover, the paper identifies emotional intelligence, employee performance, and knowledge hiding as principal thematic domains in the research. Furthermore, it accentuates the increasing attention on workplace incivility, CWB, work identification, and exclusion as noteworthy themes of workplace ostracism.
  Keywords: workplace ostracism; organisational citizenship behaviour; OCB; counterproductive work behaviours; CWB; bibliometric analysis; citation analysis.
  DOI: 10.1504/IJSOM.2024.10067493
   
  
• Navigating the Frontier: how New Operations Management Trends Drive Financial Sustainability  
  by Fred Konneh Songa Monson  
  Abstract: This study looks at the relationship between emerging trends in operations management and financial sustainability. Relevant articles published between 2004 and 2024 were subjected to a systematic review and bibliometric analysis. This review provides a thorough understanding of how combining sustainability principles with new OM trends can improve financial sustainability, and emerging trends present encouraging opportunities for efficiency and cost management. The results highlight how crucial it is to modify conventional OM procedures to incorporate cutting-edge tools and calculated tactics that support more general sustainability objectives. These observations guide organisations’ practical approaches to navigating the changing financial sustainability landscape. This study makes a unique contribution by offering a thorough examination of current OM trends and how they might affect financial sustainability.
  Keywords: operations management trends: OM; financial sustainability; systematic review; frontier; navigating; new; drive.
  DOI: 10.1504/IJSOM.2024.10067524
   
  
• Ownership Structure and Its Impact on Supply Chain Management: an Empirical Study  
  by Sreekumar K. P, Arun Thomas, Vinay Panicker 
  Abstract: This empirical study examines ownership structure's influence on supply chain management in analysing risks and disruptions; formulating mitigation strategies considering three manufacturing firms with different ownership structures namely, Public sector undertaking, Public limited, and Private enterprise. Sixteen key risk enablers are identified through a systematic literature review and the Delphi method. ISM, MICMAC analysis, ANP, and the Kruskal-Wallis test are employed to compare risks and mitigation strategies across the firms, while the influence of ownership structure is examined through the comparison of adopted mitigation strategies. This study contributes empirical evidence on risk distribution and the effectiveness of mitigation strategies across different ownership structures. It sheds light on decision-making processes and resilience strategies influenced by ownership, facilitating the development of tailored mitigation strategies for effective supply chain risk management.
  Keywords: Supply chain risk; Supply chain disruption; ISM; ANP; MICMAC analysis.
  DOI: 10.1504/IJSOM.2024.10067643
   
  
• Prioritising Digitalisation Elements for Sustainable Hotel Operations: Insights from an ISM-MICMAC Study in North Indian Hotels  
  by Sarvjeet Ranjan, Aman Dua, Niraj Vishvakarma 
  Abstract: Digitalisation plays a crucial role in achieving sustainability. This study aims to identify and rank the primary obstacles to implementing sustainable practices in North Indian hotels. This study utilises the ISM-MICMAC approach to analyse and prioritise thirteen key challenges. These barriers are categorised into three hierarchical levels, which indicate their influence and reliance. At Level 1, Design for Sustainability (DFS) and Green Purchase Intention (GPI) directly influence operational sustainability. Level-2 barriers, such as Green Washing (GW), impact GPI. Level 3 includes fundamental components such as Environmental Management Systems (EMS) and Fear of Environmental Consequences (FEC). All elements are interrelated and essential for making strategic decisions. The study emphasises the significance of prioritising these attributes to attain long-term excellence through digitalisation. Policymakers and hotel managers are provided practical suggestions to enhance their environmental initiatives. Future studies should look beyond North India to see if digital technology may improve hotel sustainability internationally.
  Keywords: Green Branding (GB); Green Effect (GE); ISM-MICMAC; Digitalisation (DI) and Sustainable Initiatives (SI).
  DOI: 10.1504/IJSOM.2024.10067834
   
  
• Pavement to Platform: Uncovering Cloud Adoption Factors for Highway Operators  
  by Shathees Baskaran, Mohd Syahrul Amin Yahya, Nomahaza Mahadi, Revathi Gopal, Logaiswari Indiran 
  Abstract: In a competitive environment, highway operators must keep pace with emerging technologies to deliver high-quality services. Grounded in the TOE framework, this research examines cloud computing adoption among highway operators. Using a quantitative research approach, data is collected through a cross-sectional survey targeting highway operators across Malaysia. The research framework is analysed with structural equation modelling (PLS-SEM). Findings reveal that top management support and technology complexity significantly impact technology readiness, which, in turn, is positively associated with cloud computing adoption. Moreover, strategic reactiveness moderates the relationship between technology readiness and cloud computing adoption. These insights offer valuable guidance to management teams within highway operations, highlighting factors that drive or hinder cloud computing adoption. Crucially, this study underscores the role of top management in ensuring the successful integration of cloud computing technology.
  Keywords: top management support; technology complexity; technology readiness; strategic reactiveness; cloud computing adoption; highway operators.
  DOI: 10.1504/IJSOM.2024.10067898
   
  
• A Comprehensive Review of Sustainable Supply Chain Management Implementation in the Mining Industry and its Global Implications  
  by Leonard Manurung, Gatot Yudoko, Mursyid Hasan Basri 
  Abstract: The mining industry is crucial to the global economy but struggles with aligning to sustainable development due to environmental and social impacts like degradation and community displacement. This study reviews the integration of sustainable supply chain management in mining, focusing on the bauxite sector, and incorporates the 5P principles of sustainable development goals (people, planet, prosperity, peace, and partnership). Key challenges and opportunities are identified, highlighting the need for balancing operational demands, environmental protection, and community empowerment. The research underscores the strategic importance of sustainable practices for the long-term viability of the mining industry and its contribution to global sustainability.
  Keywords: sustainable supply chain management; SSCM; sustainable practices; mining; bauxite industry.
  DOI: 10.1504/IJSOM.2024.10068224
   
  
• A Proposal of an Adapted Analytic Hierarchy Process Method to Determine the Shortage Costs of Repairable Supplies  
  by Oscar De Almeida Machado, Mauri Aparecido Oliveira 
  Abstract: This paper presents an adapted Analytic Hierarchy Process (AHP) method to determine the shortage cost of repairable supplies, which are spare parts that can be repaired and form part of a larger system or equipment. To apply widely used mathematical models efficiently, it is necessary to assess ordering, holding, acquisition, and shortage costs. The shortage cost is uncertain mainly due to factors like its impact on the organisation’s image. Two scenarios are analysed: one where all costs (ordering, holding, and acquisition) are known, and another where only the acquisition cost is certain. Sensitivity analysis is performed in both scenarios to evaluate the effect of these uncertainties. The findings indicate that the proposed AHP method is easily implementable, providing a practical tool for decision-makers facing uncertainty in supply chain management, especially in the context of assessing the shortage cost for repairable supplies.
  Keywords: . Repairable supplies; shortage cost; Analytic Hierarchy Process Method; ordering cost; holding cost; acquisition cost; eigenvalue; sensitivity analysis; elicitation; Supply Chain Management.
  DOI: 10.1504/IJSOM.2024.10068675
   
  
• Marketing to Improve Participation in Occupational Health Programs: applied to Business Settings  
  by Vanessa J. Cisneros-Guillen, Elsa D. Paredes-Rivadeneyra, Maria Jeanett Ramos-Cavero, Franklin Cordova-Buiza 
  Abstract: Companies face the challenge of promoting employee well-being, productivity, and satisfaction, requiring workers' awareness of programs that foster healthy behaviours and prevent occupational illnesses and injuries. This study aims to identify effective marketing strategies to enhance worker participation and awareness in occupational health programs within service sector companies in an emerging economy. Using a mixed-methods, cross-sectional design, data was collected from 345 workers through Google Forms and six experts via videoconferencing, with analysis conducted in SPSS. Results highlight the importance of improving communication strategies on occupational health, with respondents favouring wall displays (28.2%), health advisors (29.1%) offering guidance on posture and habits, and incentives like discount coupons (56.4%) for services such as chiropractic care. Experts recommend using printed newsletters and social media. Overall, the study concludes that implementing these programs positively influences employee motivation and fosters a culture of workplace well-being.
  Keywords: Work environment; occupational health; marketing; health programmes; promotion strategies; communication strategies; Peru.
  DOI: 10.1504/IJSOM.2024.10068446
   
  
• Local Government Budget Absorption in Indonesia: the Influence of Human Resource Competencies, Budget Planning and Organisational Commitment  
  by Julita Saidi, Jumiati Sasmita, M. Luthfi Iznillah 
  Abstract: Effective budget absorption is important to ensure that public resources are used optimally to achieve development goals and provide public services. There are many factors that influence this. This study aims to analyse the influence of budget planning and organizational commitment on budget absorption in the local government of Kampar Regency, Indonesia, as well as the role of human resource (HR) competence as a moderating variable. The data in this study were obtained from primary sources by distributing questionnaires to 87 respondents. Data analysis used the Structural Equation Modelling - Partial Least Square (SEM-PLS) approach. The results of this study contribute to the literature by showing that budget planning and organisational commitment are more dominant in influencing budget absorption compared to individual competence. The managerial implications of this study emphasize the importance of improving the budget planning process and strengthening organisational commitment to achieve more effective budget absorption.
  Keywords: Budget Planning; Organizational Commitment; Competence of Human Resources; Budget Absorption.
  DOI: 10.1504/IJSOM.2024.10068448
   
  
• Matheuristic Applied to the Cutting Stock Problem with Due Dates  
  by Elisama Oliveira, Elizabeth Wanner, Elisangela Martins De Sá, Sérgio Ricardo De Souza 
  Abstract: This paper addresses the Cutting Stock Problem with Due Dates (CSPDD), an extension of the Cutting Stock Problem (CSP) in which due dates are added to the orders. The CSP is a problem extensively studied in the literature, which minimizes an objective function, satisfying constraints associated with the demand for cutting items from stocked objects without any consideration concerning order due dates. This paper introduces a mathematical formulation and a solution proposal for the CSPDD. The proposed procedure consists of, first, obtaining a fractional feasible solution from solving the relaxed problem using the simplex method with column generation; second, getting an integer solution by applying the Relax-and-Fix heuristic; and, third, improving the solution obtained in the second phase by using the Local Branching matheuristic. Computational results show that this proposed procedure yields solutions with the same quality as the ones obtained by the CPLEX solver in a smaller average runtime.
  Keywords: Cutting Stock Problem with Due Dates; Cutting; Local branching; Column Generation; Relax-and-Fix.
  DOI: 10.1504/IJSOM.2024.10068561
   
  
• Green Pharmaceutical Investments: a Sustainable Solution for Indian Healthcare Sector  
  by Ankit Singh, Vikash Kumar 
  Abstract: This research investigates green pharmaceuticals investments as a sustainable solution for Indian healthcare sector, focusing on environmental challenges, eco-friendly practices, and the role of impact investing to enhance industry sustainability. With a sample size of 516 respondents from selected pharmaceutical companies, this study identifies key environmental obstacles in tradition manufacturing and assesses the effects of green practices on sustainability. It explores the role of impact investing in accelerating eco-friendly initiatives and identifies primary stakeholders, challenges, and opportunities in integrating impact investing with green pharmaceuticals progress. The findings suggest that targeted investment strategies and stakeholder collaboration are crucial for enhancing the environmental sustainability of India's pharmaceutical sector. The novelty of this study lies in its comprehensive analysis of the intersection between impact investing and green pharmaceutical practices, offering a unique framework for sustainable development in the healthcare sector.
  Keywords: impact investing; green pharmaceuticals; environmental sustainability; pharmaceutical industry; sustainable healthcare.
  DOI: 10.1504/IJSOM.2024.10068716
   
  
• Capacity Utilisation Assessment in Two-Stage Processes with Undesirable Feedback: A case study in Mainland China  
  by Elahe Zaker Harofteh, Elham Zaker Harofteh 
  Abstract: Data Envelopment Analysis (DEA) is a known method for evaluating capacity utilisation, allowing organisations to compare their performance against the ideal standard. This research aims to measure capacity utilisation within a network structure with shared resources and undesirable feedback using DEA techniques. Undesirable factors can significantly affect capacity utilisation. These factors can hinder the effective use of available resources and reduce the overall capacity utilisation rate. To address these factors, we propose a slack-based measure model (SBM) to assess performance and measure capacity utilisation while considering the weak disposability of such factors (undesirable feedback). The proposed SBM model is applied to estimate the CU score in a study involving industrial production processes in mainland China. The findings contribute to a better understanding of capacity utilisation and provide insights for enhancing production efficiency in manufacturing systems.
  Keywords: Network data envelopment analysis; Capacity Utilization; Undesirable output; Weak disposability; Shared resources.
  DOI: 10.1504/IJSOM.2024.10068895
   
  
• Influence of Ingredients Branding on Brand Reputation of OTC Pharmaceutical Products: Evidence from India  
  by Deepika D., Bijay Prasad Kushwaha 
  Abstract: This study examines the impact of ingredient branding on enhancing brand reputation and differentiation for over-the-counter (OTC) pharmaceutical products. The major objectives include assessing the comparative influence of ingredients versus traditional branding on consumer perceptions, identifying key effectiveness factors, quantifying effects on brand equity and market share, and analysing ethical considerations. The methodology employed a judgmental sampling technique with 120 respondents aged 18-60 who purchased OTC drugs in Tamil Nadu, India. Data was analysed using PLS-SEM. Grounded in signalling theory and trust transfer principles, the conceptual framework explores how featuring branded ingredients with positive associations (natural, scientifically advanced) can elevate product evaluations, build consumer trust vital for brand equity/reputation, and forge competitive advantage. However, challenges like regulatory adherence and intellectual property protection emerge as critical factors influencing the successful implementation of this branding strategy in the dynamic OTC market.
  Keywords: Ingredient Branding; OTC Products; Pharmaceutical Industry; Brand Reputation; Brand Differentiation.
  DOI: 10.1504/IJSOM.2024.10069018
   
  
• 5.0-enable Circular Supply Chain Risks a Hybrid SF-Bayesian BWM and SF-EDAS Approaches  
  by Hardik Majiwala, Ravi Kant 
  Abstract: This research explores the integration of Industry 5.0 (I5.0) with Circular Supply Chain (CSC) models, highlighting the need to address implementation risks that hinder widespread adoption. The study aims to identify and prioritise solutions to mitigate these risks by employing a novel spherical fuzzy Bayesian best-worst method (SF-BBWM) for risk assessment, and a spherical fuzzy evaluation based on distance from average solution (SF-EDAS) to rank solutions. Through an empirical case study of an Indian textile manufacturing company, the effectiveness of this framework is demonstrated. Sensitivity analysis further validates the robustness of the findings. This research offers a practical decision-making tool to assist practitioners, policymakers, and academicians in managing risks related to CSC implementation in the context of I5.0. The study provides valuable insights into how smart technologies and circular principles can be effectively harmonised to drive sustainability and innovation in supply chains.
  Keywords: Circular Supply Chain (CSC); Industry 5.0; SF-BBWM; SF-EDAS; CSC Risks; Sustainability.
  DOI: 10.1504/IJSOM.2024.10069019
   
  
• Digital Credit: an In-Depth Systematic Review and Mapping the Literature  
  by Mohammad Sadegh Paknahad, Nasser Khalili, Mohammad Jahanbakht 
  Abstract: The recent surge in research has been directed towards leveraging digital innovations, particularly digital credit, to enhance credit accessibility and foster financial inclusion in both developed and developing nations. This study examines intermediated digital credit based high quality studies spanning from 2015 to 2023. Utilising both bibliometric and content analysis techniques, our goal is to amalgamate previous academic work on digital credit to understand its developmental trajectory. A thorough content analysis supplements the bibliometric approach, offering a detailed perspective on the prevailing trends and discoveries within the digital credit domain, while also highlighting principal research topics. The findings reveal the research pathways ahead of scholars in the digital credit to gain recognition across different levels of analysis. Additionally, the insights garnered from this study are instrumental for policymakers, regulatory bodies, and leaders in financial entities and Financial technology (FinTech) firms.
  Keywords: Intermediated Digital Credit; Digital Lending; Systematic Review; Topic Modeling; Thematic Map.
  DOI: 10.1504/IJSOM.2024.10069122
   
  
• Modelling of Operational Risks in Knowledge Process Outsourcing Environment  
  by Naveen J, Himanshu Payal, Prashant Chauhan 
  Abstract: Knowledge process outsourcing (KPO) involves myriad risks that are highly complex and interconnected in nature. One such risk is operational risk, which is closely linked to the performance of service providers. This risk can pose a significant challenge to coordination among the different stakeholders involved in the process. This paper endeavours to bridge the theoretical-practical gap by identifying various operational risk factors. To analyse their impact on KPO, an interpretive structural modelling (ISM) model is developed, complemented by cross-impact matrix analysis to assess dependency and driving power of operational risks. Further, quantitative dependency is derived by the rank sum weight method (RSW). The study highlights that factors like insufficient task competence, employee turnover, conflicting objectives, and inadequate project investment act as potent drivers influencing other risk elements, ultimately impacting KPO in the supply chain. The insights derived from this research empower managers to discern and categorise critical criteria, unravelling the direct and indirect effects of each on KPO.
  Keywords: knowledge process outsourcing; operational risk; interpretive structural modelling; ISM; cross-impact matrix analysis; CIM; rank sum weight method; RSW.
  DOI: 10.1504/IJSOM.2024.10069132
   
  
• The Effect of Entrepreneurial Leadership on Business Performance: The Mediating Role of Intentions to Stay in Addis Ababa's Small and Medium Manufacturing Enterprises  
  by Birhanu Tsegaye Urge, Mathiwos Ensermu, Eshetie Berhan 
  Abstract: This study empirically explores the mediating role of employees’ entrepreneurial intention to stay (EIS) in the relationship between entrepreneurial leadership (innovativeness, risk-taking, autonomy, and networking) and business performance (encompassing financial and non-financial) dimensions. A survey questionnaire was used to collect data from 361 respondents in manufacturing small and medium enterprises (SMEs) in Addis Ababa, Ethiopia. The data was fitted to Structural Equation Modeling and analysis was conducted through SMART-PLS. The findings of the study revealed that autonomy and networking dimensions of entrepreneurial leadership significantly predicted both the financial and non-financial performance of the enterprises through EIS. In addition, EIS mediates the relationship between autonomy and networking and both financial and non-financial performances. The result also shows no mediation effects of EIS in the relationship between innovativeness and risk-taking and both financial and non-financial performances. The study result offers actionable strategies policymakers and practitioners to enhance SMEs performance.
  Keywords: Entrepreneurial leadership; employees’ intention to stay; business performance; innovativeness; risk-taking; autonomy; networking; financial; non-financial.
  DOI: 10.1504/IJSOM.2025.10069393
   
  
• Enhancing Customer Satisfaction through Optimised Delivery in Fresh Product E-Commerce A Comprehensive Analysis  
  by XiangPing Li, Mawaddah Binti Mohamad, Suhaila Abdul Hanan 
  Abstract: The objective of the study was to measure the relationship between logistic SREVQUAL, fresh agriculture product equipment, pricing strategy, order accuracy, food safety and customer satisfaction. A sample of 384 was collected from customers in Changsha, Hunan China. The collected data was analysed using Smart PLS 4 with measurement model assessment and structural model assessment. The findings discovered that logistic SREVQUAL, fresh agriculture product equipment, pricing strategy and order accuracy are significant antecedents of food safety. The study also discovered that food safety and customer satisfaction are significantly correlated to it. The study found that food safety is a significant mediating variable. The findings of the study are novel. Practically, this study recommends the way to improve fresh e-commerce delivery quality and advance satisfaction level of customers.
  Keywords: e-commerce; delivery quality; customer satisfaction; fresh product; product delivery.
  DOI: 10.1504/IJSOM.2025.10069550
   
  
• Applying Generative Artificial Intelligence to Improve Accounting Performance: a Potential Approach  
  by Thong Vu, Malik Abu Afifa, Loc Thi Nguyen 
  Abstract: This research delves into utilising artificial intelligence (AI) technologies to enhance the performance of accountants in the search process. To achieve this, we leveraged the GPT-4 model and AI search mechanisms to develop a web-based application called e-accountant.vn. The efficacy of the platform was assessed using descriptive statistical analysis techniques and the technology acceptance model, drawing from approximately 150 valid responses from accountants, experts, and accounting students in Ho Chi Minh City, Vietnam. The findings revealed that over 80% of survey participants agreed that the responses and suggested questions provided by the platform were reliable and useful. Moreover, assessment results, with a 90% agreement rate, indicate that e-accountant.vn, with a few functional modifications, is deemed acceptable as a search tool for accountants. Ultimately, the adoption of new technologies to enhance accountability is on the rise, with generative artificial intelligence playing a significant role in this endeavour.
  Keywords: accounting process improvement; accounting answering; generative artificial intelligence; GAI; artificial intelligence; AI; ChatGPT.
  DOI: 10.1504/IJSOM.2025.10069551
   
  
• Future-Proofing Lean/Agile Supply Chain Leveraging Optimisation and Industry 4.0: Contemporary Trends, Critical Gaps, and Prospective Directions  
  by Rawan Saleh, Gökhan Seçme 
  Abstract: This study aims to identify and comprehend current trends, critical gaps, and future directions of lean/agile Supply Chain Management (SCM) by leveraging optimization and Industry 4.0 (I4.0) using a Systematic Bibliometric Literature Review (SBLR) and network analysis. Bibliographic coupling was employed to identify the major clusters in existing studies, providing a holistic view of the field's state-of-the-art and evolutionary trajectory. Bibliographic and network analyses were conducted using R Studio and VOS Viewer to examine sources, authors, institutions, geographical origins, keywords, and citation patterns. The findings revealed a lack of focus on lean and agile SCs, despite growing interest in I4.0 integration. Cluster analysis identified key focus areas in current research, including sustainable SCs, lean and agile manufacturing, and uncertainty management. The study recommends integrating foundational concepts (lean and agile) with novel concepts (I4.0) to develop innovative conceptual models and optimize these models to achieve the ultimate goal of SCM.
  Keywords: optimization; lean; agile; supply chain; industry 4.0; bibliographic coupling; systematic bibliometric literature review; network analysis.
  DOI: 10.1504/IJSOM.2025.10069622
   
  
• Effect of Ergonomics on Productivity in IT Industry at Chennai District  
  by Angel S, Ganeshmurthy K. 
  Abstract: This study aims to investigate the connection among ergonomics practices and employee and employer productivity in the IT industry. It focuses on identifying commonly practiced ergonomics practices in IT companies in Chennai and exploring the frequency of ergonomic training and guidance provided to IT employees in the Chennai district. The research design employed is descriptive, and the sample size consists of 411 participants chosen using basic random sampling. Interviews and a structured questionnaire were used to gather data. The findings reveal that gender does not have a significant multivariate effect on ergonomic practices and productivity, while both age and job designation do have significant effects. Specific variables related to ergonomic practices, such as the presence of ergonomic interventions and satisfaction with ergonomic design, show significant associations with productivity.
  Keywords: ergonomics practices; employee productivity; IT industry; Chennai; gender; age; job designation; ergonomic interventions; satisfaction.
  DOI: 10.1504/IJSOM.2025.10069624
   
  
• Evolving Supply Chain Strategies by Assessing Goals and Challenges: a Lesson from a Stage 2 Supply Chain Environment  
  by Elia Oey, Irfan Setiawan, Helbert Tanuji, Michele Claribel 
  Abstract: Managing an extended supply chain due to its regional or global sourcing is a constant challenge for any firm. Not to mention, not all businesses are at the appropriate stage or have the necessary resources and expertise to confront and manage this complexity. This research employs a robust approach called specific-generic-specific, to help establish supply chain goals and challenges. Supply chain strategies were then developed to handle the top ten challenges. This framework is then transformed into a robust approach that employs two-stage quality function deployment procedures. To enrich the assessment, we used analytical hierarchical processes and DEMATEL methodologies. We then applied our approach to a case study of a stage two supply chain firm that produces textile garments. The findings revealed that the robust framework and methodology can help the investigated organisation address its supply chain management difficulties and identify some common as well as case-specific challenges and options.
  Keywords: AHP; DEMATEL; HOQ; QFD; Supply Chain Management; Textile.
  DOI: 10.1504/IJSOM.2025.10069670
   
  
• Modelling the Application of IoT-Based Emerging Technology to Improve Enterprise Network Connectivity Project Delivery and Performance  
  by Miehleketo Chavalala, Surajit Bag, Jan Harm Christiaan Pretorius 
  Abstract: This study aims to identify the dimensions of service quality and integrate the application IoT (Internet of Things) as an emerging technology to improve service quality in enterprise network connectivity delivery projects and enhance the quality of service performance. It is a qualitative study that employed the interpretive approach and theoretical sampling approach methods to collect data through semi-structured interviews. The Gioia methodology is employed to in this study to analyse data to develop a data structure and grounded model to meet the standards for a qualitative research study. The study has developed a new model as an aggregate dimension using the Gioia method. The results of this study would empower infrastructure delivery managers to effectively manage enterprise network connectivity delivery projects. This research study underscores the importance of embracing and adopting IoT technology to enhance digital inclusion with service quality to gain a competitive edge in the market.
  Keywords: Service Quality; Internet of Things; Emerging Technologies; Digital Inclusion; Telecommunications; Customer Satisfaction.
  DOI: 10.1504/IJSOM.2025.10069739
   
  
• A Literature Survey on the Adoption and Use of Artificial Intelligence in Business: the Case of AI Conversational Agents  
  by Sana Zehra Kamoonpuri, Rajeev Srivastava, Anita Sengar 
  Abstract: Conversational agents, which include textual chatbots, smart home speakers and voice assistants built into mobile devices are an interactive form of Artificial Intelligence (AI) applications. The objective of this study is to identify the state of literature on the use of AI enabled conversational agents in management and social sciences. This is done by combining bibliometric techniques with thematic analysis to answer ten research questions on the use of AI enabled conversational agents. Results show that most of the research is empirical, focusing on the use of AI conversational agents for marketing outcomes. The Technology Adoption Model has been the most used theoretical lens. Thematically, research began from an initial cognizance of the perceived social presence in human-AI interactions, moved through the exploration of humans' perceived risks and decision-making with AI conversational agents, and progressed towards their potential to facilitate conversational commerce. Based on the findings, emerging research avenues and scope for future work are recommended.
  Keywords: bibliometric analysis; thematic analysis; AI; chatbots; voice assistants; conversational agents.
  DOI: 10.1504/IJSOM.2025.10069741
   
  
• E-business from Logistics and Supply Chain Management View: a Comprehensive Literature Review  
  by Chandresh Kumbhani, Ravi Kant, Ravi Shankar 
  Abstract: This research conducts a literature review on logistics and supply chain management in E-business, using the SCOR framework to identify themes, methods, and gaps. It involves a systematic literature review process to analyze 121 articles from 2011-2024. This study identifies six research themes: plan, source, make, deliver, return, and enable. Meanwhile, empirical research, desk research, and different research methods are also categorized from the literature. Deliver, enable, and return are the favourite research themes for researchers as they directly connect suppliers and customers. The proposed framework of E-business implementation gives a holistic view for academicians, researchers, practitioners, and business owners. The summary of the review offers practical roadmaps for businesses aiming to enhance efficiency, reduce operational costs, and embrace the transformative potential of E-business within their supply chain processes. This review addresses e-supply chain implementation by providing a framework to understand E-business's impact on supply chain processes.
  Keywords: E-commerce; Logistics; Supply chain Management; E-supply chain; E-business.
  DOI: 10.1504/IJSOM.2025.10069749
   
  
• Demand Forecasting and Inventory Management of Medicines for A Technical University's Healthcare Centre: a Case Study  
  by Sourabh Ghaghre, Rajagopalan Sridharan, Vishnu C. Rajan 
  Abstract: Effective demand forecasting in healthcare is crucial for optimizing medicine inventory and ensuring availability of medicines. This study utilizes the Autoregressive Integrated Moving Average (ARIMA) model to predict medicine quantities, validated through metrics like mean squared error, root mean squared error and mean absolute error. Subsequently, the research integrates ABC-XYZ analysis to categorise medicines based on value and demand variability simultaneously for efficient inventory management. A healthcare centre functioning in a technical university is selected as a case study. Advocating for reorder level and safety stock strategies in the chosen technical university's healthcare centre ensures continuous medicine availability by preventing stockouts. The comprehensive framework adopted in the present study enables the enhancement of supply chain efficiency, minimisation of costs, and effective management of medicine shortages in the chosen healthcare centre.
  Keywords: Demand forecasting; ARIMA model; Medicine inventory management.
  DOI: 10.1504/IJSOM.2025.10069753
   
  
• Investigating the Drivers of Purchase Intention on Online Community Group Buying  
  by Wei-Rong Lin, Hsiang-Yi Lin, Szu-Ting Luo 
  Abstract: During the Covid-19 outbreak in 2020, online consumption showed an astonishing growth rate, leading numerous experts and scholars to delve into consumer behaviour and influencing factors. However, few studies have focused on the small niche market of community group buying. Therefore, this study takes community group buying as an example to explore the relationship between various constructs and purchase intention. A total of 281 valid questionnaires were collected for analysis using convenience sampling, from individuals who had previous experience with LINE community group buying. The study found that the service quality of online community group buying based on LINE has a positive impact on consumer purchase intention, trust in the group buying host has a positive impact on consumer purchase intention, and susceptibility to interpersonal influence has a positive impact on consumer purchase intention. This study proposes management implications, research limitations, and recommendations for future research.
  Keywords: Group buying through social networks.?Service Quality?perceptual trust?susceptibility to interpersonal influence?purchase intention.
  DOI: 10.1504/IJSOM.2025.10069776
   
  
• Personnel Scheduling Problems: a Review on Real-World Applications and Solutions  
  by Bassem Chaker, Chedly Damak, Diala Dhouib 
  Abstract: Personnel scheduling plays a critical role across various industries, as efficient human resource management yields significant benefits for both organizations and employees. The core challenge lies in assigning the right employee to the right task at the right time, a problem that remains complex due to the numerous factors influencing the scheduling process. This paper provides a comprehensive review of the literature on personnel scheduling problems, offering understanding of key challenges and methodologies across multiple fields. It highlights the most pressing scheduling problems addressed in research, identifies gaps in current studies, and underscores the necessity for continued exploration in under-researched sectors. Additionally, a sectoral classification of the literature is presented, serving as a guide for future research and application in diverse industries.
  Keywords: Personnel scheduling; Literature review; Sectoral classification; Real case.
  DOI: 10.1504/IJSOM.2025.10069823
   
  
• Gold Jewellery Migrant Workers from West Bengal in the Age of Pre- and Post COVID-19 Era  
  by Tarak Nath Sahu, Sudarshan Maity, Varuna Agarwala 
  Abstract: The sudden outbreak of the novel COVID-19 pandemic has drawn attention to the otherwise disdained vulnerable migrant workforce who live precariously moving from rural to urban areas not out of choice but for endurance. Undertaking a qualitative research approach, based on the responses of 126 returnee migrants, the study attempts to assess the after-effects of the pandemic on their employment and livelihood status as gold jewellery makers. Applying the Wilcoxon signed rank test and the Effect size test, the analysis reveals that the pandemic significantly affected their income, employment and livelihood status during the pandemic. Although they resumed work after the pandemic, their income, employment and socio-economic status witnessed disruption. Measures like creating necessary awareness of their rights, strengthening the local governance and laws, provisions of social protection benefits, etc., can help them sustain during any crisis and build a resilient future.
  Keywords: Migrant Worker; Covid-19; Pandemic; Livelihood Status.
  DOI: 10.1504/IJSOM.2024.10069824
   
  
• Analysing Barriers to Digital Transformation in Healthcare Organisations  
  by Urmila Natarajan, M. Suresh 
  Abstract: This research aims to identify and analyse the barriers to digital transformation in healthcare organisations and the analytical contribution to the digital health sector. The focus of this research is to identify the barriers to digital transformation in healthcare and also find out the impacts of barriers on the growth of digital health. The analysis of barriers and the interactions between the barriers are done by total interpretive structural modelling (TISM). This research paper identifies ten barriers through the literature review followed by experts opinions to know the interconnections and interrelationships between the barriers. Barriers like Financial costs, Time, Structural barriers, Psychological barriers and Cultural barriers are the driving or key barriers to digital transformation in healthcare organisations. Healthcare management must take the necessary focus and steps to overcome the strong barriers and to implement digital transformation in healthcare successfully. This study will help the healthcare management, health administration and physicians having control over the management to take appropriate actions to bring down the barriers to improve digital health and also have successful digital transformation.
  Keywords: Digital transformation; Healthcare; Technological connectivity; Workplace barrier; Cultural barrier; Structural barrier.
  DOI: 10.1504/IJSOM.2025.10069827
   
  
• Prioritizing the Strategies Adopted for Customer Engagement for Health Insurance Services: the Fuzzy AHP approach  
  by Dolly Mangla, Renu Aggarwal, Praveen Kumar Pandey 
  Abstract: The purpose of this study is to evaluate the various strategies used by health insurance companies for enhancing customer engagement with their health insurance services. Using the opinions of experts and the literature study as a foundation, we first selected the three key dimensions in this study as "cognitive engagement," "affective engagement," and "behavioral engagement. Then, a set of 15 strategies were identified on the basis of available literature and discussion with professionals from health insurance industry. An AHP (Analytical Hierarchical Process) questionnaire was developed as an investigation tool to be used with 10 professionals from health insurance industry. After applying the AHP analysis in the next stage, a prioritization of strategies for engagement was accomplished. The findings offered useful perspectives to policymakers as well as the government. Furthermore, this study will be valuable to both developed and newly formed insurance companies.
  Keywords: AHP Approach; Customer engagement; Health insurance services.
  DOI: 10.1504/IJSOM.2025.10069906
   
  
• Bricolage as a Resilience Resource: a Study of Social Entrepreneurs in India  
  by Bhabani Shankar Padhy, R. Kumar Bhaskar 
  Abstract: Entrepreneurial resilience assumes primary salience, particularly while mitigating adversities. The VUCA world has necessitated a renewed focus to explore possible antecedents for entrepreneurial resilience that in turn may enable the enterprise to mitigate the adversities. This quantitative study involving 234 social entrepreneurs from India proposes that entrepreneurial bricolage behaviour positively impacts resilience. This relation is proposed to be mediated by entrepreneurs learning orientation and moderated by entrepreneurial experience. Utilising the larger canvas of resource-based view and dynamic capabilities frameworks the authors have proposed that social entrepreneurs ability to bricolage becomes a crucial resilience resource and their capabilities (learning orientation) may become salient factors for the enterprises continuity and success. Apart from informing the policy paradigm for innovative repurpose of native resources for social objectives this study also highlights the significance of bricolage skills and nurturing a strong learning orientation to enhance entrepreneurial resilience in resource-constrained environments.
  Keywords: entrepreneurial resilience; bricolage; India; social entrepreneurs; learning orientation; entrepreneurial experience.
  DOI: 10.1504/IJSOM.2025.10069994
   
  
• Investigating the Crucial Link: how Sustainability Measures Impact the Financial Performance of Fortune 500 Companies in India  
  by Stuti Gautam, Hari Prapan Sharma 
  Abstract: This investigation explores the impact of sustainability initiatives on the financial outcomes of Fortune 500 corporations in India, specifically emphasising the moderating effect of organisational size on the association between Environmental, Social, and Governance (ESG) metrics and financial performance. Utilising a descriptive and cross-sectional methodological framework, empirical data were collected from 491 individuals occupying managerial positions or higher. Participants were selected through a purposive sampling method and engaged via a survey tool consisting of 26 scale items, which were adapted and refined from established measurement instruments utilised in previous research. The results indicate that sustainability initiatives have a substantial positive effect on financial performance of these organisations. Furthermore, organisational size significantly and positively moderates the relationship between ESG scores and Return on Assets. This study highlights the pivotal role of sustainability initiatives in improving corporate financial performance and provides critical insights for corporate strategists.
  Keywords: Sustainability Measures; Financial Performance; ESG Scores; Return on Assets; Sustainability Initiatives.
  DOI: 10.1504/IJSOM.2025.10070000
   
  
• The Impact of Functional and Structural Innovation Designs on Consumer Usage Intention: a Study on Eco-Friendly Sugarcane Bagasse Food Containers  
  by Meng Fan, Chokeanand Bussracumpakorn 
  Abstract: With increasing consumer demand for sustainable products, bagasse has emerged as a sustainable alternative to traditional plastic materials in food packaging. However, current research on sustainable packaging solutions overlooks the combined impact of functional and structural design innovations on consumer adoption intentions. This paper constructs the eco-friendly packaging intention model (EPIM-TI) based on the technology acceptance model (TAM) and the diffusion of innovation theory (IDT) to explore the portable grip design (PGD), compartment design (CD), and modular design (MD). According to a questionnaire survey of 179 respondents, EPIM-TI assesses the impact of design innovation on consumer adoption intention. Results showed that PGD, CD, and MD significantly enhanced consumer intention to use (CIU) through convenience, safety, and flexibility. EPIM-TI also maximised the overall product appeal. Consequently, the model provides valuable opportunities for future research using bagasse packaging as an example, including consumer preferences in different culture and markets.
  Keywords: Functional Innovation Design; Structural Innovation Design; Consumer Usage Intention; Eco-Friendly Packaging; Sugarcane Bagasse.
  DOI: 10.1504/IJSOM.2025.10070081
   
  
• Interpretive Structural Modelling Approach for Analysing the Barriers in Digital Supply Chain Adoption in Indian SMEs  
  by Nitin Chuahan, Vikas Kumar, Sandhya Dixit 
  Abstract: With recent development, Industry 4.0 causes upheaval and forces organisations to redesign their supply chain (SC) with integration of digital technology. The majority of Small and Medium Enterprises (SMEs) are still a long way from adopting digitisation and to transform their SC. After pandemic COVID19 SC is disrupted and SMEs' performance has suffered a significant setback. To show a strong presence in the market, the integration of new age digital technology with supply chain become essential for enhancing their responsiveness and efficiency. In this paper a study has been made to find the major barriers in implementation of digital supply chain in Indian SMEs. An interpretive Structural Modelling (ISM) is exercised to create a hierarchical structural model demonstrating the structural relationship among the barriers. The findings can help the SMEs to recognise hierarchy of the barriers in order to tackle them during implementation of DSCM and reaping its benefits.
  Keywords: Digital Supply Chain; ISM; MICMAC; SME.
  DOI: 10.1504/IJSOM.2025.10070087
   
  
• Critical Success Factors for TQM Implementation in Colombian Export Manufacturing Firms: a DEMATEL Analysis  
  by Juan Gabriel Vanegas, Diego López-Cadavid, Juan S. Jaramillo-Barbier, Andrés F. Cuervo-Arango 
  Abstract: This study evaluates the critical factors affecting the implementation of Total Quality Management (TQM) in manufacturing firms from Antioquia, Colombia, focusing on their causal relationships. Using the Decision-Making Trial and Evaluation Laboratory (DEMATEL) method, the interactions between nine critical TQM factors were analysed using data collected from 30 quality management experts in export-oriented manufacturing firms. The analysis identified three main causal factors: lack of competitive improvement, deficiencies in employee training and insufficient management commitment. Employee training emerged as the factor with the highest level of system interaction, whilst resistance to change showed the strongest dependency. The findings indicate that external competitive pressures serve as the primary driver for TQM adoption in the manufacturing context. These results provide manufacturing managers with specific guidelines for TQM implementation, emphasising the need to prioritise training programmes and competitive analysis, whilst developing integrated strategies that address both technical and human factors.
  Keywords: total quality management; critical factors; manufacturing performance; decision analysis; DEMATEL; exporting firms; Colombia.
  DOI: 10.1504/IJSOM.2025.10070225
   
  
• The Impact of Work-Life Balance Initiatives on IT Employees' Wellbeing and Job Performance  
  by Chaya Swamy, Aruna Adarsh 
  Abstract: The fast-paced Indian IT sector demands effective work-life balance (WLB) initiatives to enhance employee well-being and job performance. The proposed research work examines their impact on IT professionals in Bangalore, emphasising physical and psychological well-being as mediating factors. Analysing data from 251 employees using structural equation modelling, key findings reveal that organisational support particularly supervisor support ( = 0.45, p < 0.001) and institutional policies ( = 0.38, p < 0.001) significantly influence WLB outcomes. Employee well-being mediates WLBs effect on job performance, contributing 45% to the total impact (indirect effect = 0.222, 95% CI [0.156, 0.288]). Organisational culture moderates these effects, with supportive environments amplifying WLB benefits. Gender and experience-level differences also shape WLB effectiveness. These insights highlight the necessity for tailored, evidence-based WLB initiatives to enhance employee satisfaction, productivity, and retention, reinforcing the importance of a supportive organisational culture in the IT sector.
  Keywords: Work-Life Balance; Job Performance; Employee Satisfaction; Ergonomics; Job Autonomy; Work Stress; Work-Life Balance Initiatives; Psychological Well-Being,.
  DOI: 10.1504/IJSOM.2025.10070276
   
  
• Application of Genetic Algorithm in Corrugated Board Production Scheduling  
  by Thanh-Minh Nguyen, Do Ngoc Hien 
  Abstract: This paper focuses on solving the issue of high trim waste in a corrugated box factory, which arises from production scheduling with the goal of minimising setup times. Consequently, it becomes imperative to account for the trade-off between setup time and trim waste. The proposed solution using genetic algorithm is developed based on the existing scheduling procedure, which aims to solve two interrelated problems simultaneously: firstly, sequencing jobs on corrugator, and secondly, allocating the most suitable paper reels to each job. The objective is to achieve an ideal sequence of jobs paired with the appropriate paper reel allocation. This sequence should minimise the overall cost, encompassing both setup cost and trim cost. The results of this study demonstrate the potential for significant cost savings in the production process. This underscores the effectiveness of the proposed algorithm in enhancing cost-effectiveness within corrugated box manufacturing.
  Keywords: corrugated box manufacturing; production scheduling; genetic algorithm; paper reel allocation.
  DOI: 10.1504/IJSOM.2024.10070338
   
  
• Characterisation of Green Product under Sustainable Development: a Case Study of Smartphones  
  by Tzong-Ru Lee, Wei Ting Lai, Rika Ampuh Hadiguna 
  Abstract: The advancement of smartphones has greatly enhanced human quality of life and resulted in a significant increase in electronic waste (e-waste), particularly in Asia and China. E-waste contains hazardous materials that can harm the environment and human health, making it essential to understand eco-friendly product characteristics. This research analyses sustainable smartphone product life cycle practices and factors influencing consumer green awareness (CGA) and its impact on the demand for eco-friendly products. A survey of 320 respondents in Taiwan and China was conducted using an internet-based questionnaire with a five-point Likert scale. Grey relational analysis (GRA) data analysis identified key marketing factors affecting smartphone purchasing decisions. Findings reveal that consumers prioritise economic (quality, price, innovation), environmental (durability, energy efficiency, non-toxic materials), and social (privacy, health, reputation) aspects. Tailored marketing strategies are recommended for each region, focusing on environmental education in Taiwan and digital platforms in China to promote sustainability and foster consumer loyalty.
  Keywords: Green marketing; mobile phone; sustainability; GRA.
  DOI: 10.1504/IJSOM.2025.10070386
   
  
• The Relationship between Total Quality Management Practices and their Effects on Firm Performance  
  by Kiran Kakade, Sushma Patil, Jayant Brahmane, Anjali Kulkarni, Shilpa Shinde, Urmila Sandesh Sonavane 
  Abstract: In business, "total quality management," or "TQM," means putting processes inin the middle of your work. One way to ensure quality is met, and everyone is happy is to take this first step. Many people say it's a "revolution" in how things are done. It's essential to know more about Malaysian projects that use TQM in the integrated building system (IBS), but not much has been written about them. The point of this study was to look into how TQM drivers can help with issues that come up when TQM is used. Everyone who checked the quality was looked at to see how well it worked in this study. As part of a mixed method, this study used a poll and a talk with some organisations. The polls and interviews were given to people who know much about TQM and IBS.
  Keywords: total quality management (TQM); construction sustainability; TQM challenges; TQM drivers; TQM implementation; IBS; content-validity ratio; Malaysia.
  DOI: 10.1504/IJSOM.2025.10070490
   
  
• Barriers to digital payment adoption in Indonesian agriculture: an innovation resistance perspective  
  by Muhammad Nurjihadi, Othman Ibrahim, Sahat M. Pasaribu 
  Abstract: This study explored the barriers to digital payment adoption in the Indonesian agricultural sector. Factors hindering farmers from adopting digital payments were identified based on innovation resistance theory (IRT). This research used a survey approach that focused on plant cultivator farmers as the unit of analysis, employing structural equation modelling partial least squares (SEM-PLS) as a method of analysis. Data from 316 respondents were analysed using SmartPLS 4. The study found that image and value barriers significantly affected farmers’ resistance toward digital payments, while usage, risk, and tradition barriers showed no significant impact. Moreover, farming size moderated the relationship between risk barrier and resistance, the effect of image barrier on resistance, and the relationship between resistance and actual usage. Meanwhile, gender did not have any moderating impact on the model. This study contributes to improving the quality of digital payment services that would meet the specific needs of farmers, thus increasing digital payment adoption among the agricultural society, which would enhance their prosperity.
  Keywords: digital payment; barriers of adoption; innovation resistance; agriculture; farmers; farming size; gender; actual usage; Indonesia.
  DOI: 10.1504/IJSOM.2025.10070564
   
  
• Enhancing service quality in Indonesias fashion retail: a combined approach of importance-performance analysis and house of quality  
  by Andreas Wijaya, Hamidah Hamidah, Hania Aminah, Antoni Ludfi Arifin 
  Abstract: The fashion retail industry is one of the economic pillars in Indonesia. However, its performance in recent years has been suboptimal. Sales assistants, who serve as the link between products and consumers, have yet to effectively drive purchase success, as evidenced by sales figures that remain below pre-COVID levels. This study aims to evaluate service quality using the importance-performance analysis (IPA) and quality function deployment (QFD) methods to improve the performance of Indonesias fashion retail sector. Data were collected from 574 consumers across Indonesia. Based on the IPA analysis, businesses are advised to prioritising improvements in Quadrant I, such as punctuality and effective customer problem-solving, to reducing negative disconfirmation and enhancing customer trust. Maintaining superior performance in Quadrant II, particularly in responsiveness, proactiveness, and store cleanliness, while reducing focus on Quadrant IV to optimise resource allocation, is also recommended. The QFD analysis underscores that addressing customer expectations across reliability, responsiveness, assurance, empathy, and tangibility can be accomplished through comprehensive sales assistant training, the implementation of standardised standard operating procedure (SOP), and the maintenance of cleanliness and orderliness. This structured approach not only enhances service quality but also improves operational efficiency, thereby strengthening the competitive advantage in the market.
  Keywords: service quality; importance performance analysis; quality function deployment; house of quality; fashion retail; Indonesia; voice of customer; sales assistance; quick response system; feedback management system.
  DOI: 10.1504/IJSOM.2025.10070565
   
  
• The relationship between product diversity and cost system design in the Saudi manufacturing sector: the moderating effect of just-in-time production  
  by Abdulrahman Aljabr 
  Abstract: The compatibility between product diversity and cost system design (CSD) plays an important role in enhancing the accuracy of product costs and, thus, influences the ability to make informed decisions that lead to enhanced performance. Therefore, this research aims to extend the literature and contribute towards solving the inconsistency related to the product diversity-CSD relationship through examining the moderating role of Just-In-Time (JIT) production on this relationship and employing refined measures to represent the variables involved. This research adopted the questionnaire survey strategy and found that, unexpectedly, JIT production does not exert any moderating effect on the relationship between product diversity and CSD. This unexpected finding can be attributed to the method by which JIT production is implemented in Saudi Arabia, the characteristics of the Saudi context, and/or the approach employed to measure JIT production. This research extends the prior research and findings on how product diversity affects CSD.
  Keywords: activity-based costing; cost system complexity; cost system design; Just-In-Time production; product diversity; moderation analysis.
  DOI: 10.1504/IJSOM.2025.10070566
   
  
• Promoting operational excellence in organisations: a review of recent trends in the modern manufacturing business context  
  by Dimitrios I. Vlachopoulos, Sotirios G. Dimitriadis 
  Abstract: This study explores recent trends in the pursuit of Operational Excellence (Op Ex ) in business organisations since 2017 It addresses three key questions: 1) What are the enablers of performance improvement 2) What dimensions of operational performance should be targeted 3) What challenges hinder Op Ex achievement Using a theoretical review methodology, the study synthesizes key theories related to Op Ex Findings reveal that enablers like Total Quality Management, Lean Six Sigma, and Industry 4 0 are crucial in advancing Op Ex Organizations are increasingly combining these approaches to create tailored management systems Regarding performance, Sustainability, particularly the Triple Bottom Line model, is the most managed dimension, though complex global regulations pose measurement challenges The study identifies five main barriers to achieving Op Ex: cultural resistance, low employee engagement, inadequate leadership, misalignment with strategy, and resource limitations Addressing these challenges is essential for organizations to develop effective, operational systems.
  Keywords: business operations; operational excellence; performance management; total quality management; TQM; Lean Six Sigma; LSS; Industry 4.0; continuous improvement; sustainability; manufacturing.
  DOI: 10.1504/IJSOM.2025.10070620
   
  
• Factors influencing the use of augmented reality applications in geoparks  
  by Paula Andrea Rodríguez-Correa, Alejandro Valencia-Arias, Vanessa Garcia-Pineda, Wilmer Londoño-Celis, David Garcia-Arango, Jefferson Quiroz-Fabra 
  Abstract: Geoparks have emerged as a concept associated with a country’s geological, cultural, and natural heritage, which helps to promote sustainable development, as well as education and conservation efforts, in a given area considering its geological and natural characteristics. Within geoparks, there are specific places known as geosites, which welcome tourists due to their strategic location, easy accessibility, and the educational potential they offer. Nonetheless, sustainable development today must also be linked to the use and utilization of technological tools. Notably, the use of augmented reality applications in natural spaces may be relevant for site recognition and the dissemination of information about them. This type of technology has also proven to be useful in reaching a different audience and as a means of promoting tourism in natural spaces and cultural and heritage places.
  Keywords: geoparks; augmented reality; geoheritage; UNESCO Global Geopark.
  DOI: 10.1504/IJSOM.2025.10070621
   
  
• MOOC service quality: theoretical and empirical analysis  
  by Neeraj Chopra, Rajiv Sindwani, Manisha Goel 
  Abstract: Technological advancements have shifted education from ‘high-touch, face-to-face’model to ‘high-tech, low touch virtual one, enabling the rise of MOOC platforms. This transformation entails a reconfiguration of the conventional scales of measuring educational service quality in accordance with the MOOC platforms. With this aim, this work investigates the service quality dimensions of MOOC platform from the learners’angle under fuzzy environment. Five novel and vital MOOC service quality (MOOCSQ) dimensions namely native language MOOC content, MOOC learner interface, adaptive learning environment, learner support and credit mobility and functional suitability and performance efficiency are proposed. Fuzzy linguistic evaluation of MOOCSQ dimensions has been conducted. Sensitivity analysis with random criteria weights validated the stability of the proposed technique. Detailed examination of the MOOC extant literature indicates that this work is among the pioneer attempt that has investigated MOOC service quality dimensions from learners’standpoint. The outcome suggest that native language MOOC content is the least preferred service quality dimension, while adaptive learning environment is the most preferred. The nuanced fuzzy linguistic analysis results imply various crucial insights into the weighted importance of service quality dimensions and findings will be fruitful to academicians and industry alike.
  Keywords: massive open online courses; MOOCs; service quality; MCDM; fuzzy best worst method; FBWM; sensitivity analysis.
  DOI: 10.1504/IJSOM.2025.10070648
   
  
• Service Quality Analysis of Public Employment Centres with Natural Language AI  
  by Ching-Hui Yeh, Yo-Hsien Lin, Fei-Chun Cheng, Yu-Hsi Yuan 
  Abstract: This study uses data mining to analyse Google Maps reviews of employment service centres, exploring relationships between service quality, review participation, and satisfaction. Analysis of 146 centres and 3,075 reviews was conducted using Google cloud natural language AI for sentiment analysis. Results show significant positive impacts of overall service quality and its five dimensions (tangibility, reliability, responsiveness, assurance and empathy) on satisfaction. Review participation positively affects satisfaction and moderates the relationship between service quality dimensions and satisfaction. The study contributes to literature by categorising review content into service quality dimensions, serving as a basis for future text mining research. It also offers managerial implications for improving service quality at employment centres. This research enriches online review literature and provides insights for government decision-makers to enhance employment service centre quality.
  Keywords: sentiment analysis; online reviews; service quality; satisfaction; employment service centers.
  DOI: 10.1504/IJSOM.2025.10070847
   
  
• Optimisation of Facility Quality Inspection Systems based on Knuth Morris Pratt and Simulated Annealing Algorithms  
  by Bin Deng, Atasya Osmadi, Yuhan Deng 
  Abstract: Facility quality inspections face the challenges of insufficient personnel quality, lagging path data, and incomplete risk identification. Knuth Morris Pratt Algorithm (KMPA) can improve the matching of human resources. Simulated Annealing Algorithms (SAAs) can check the efficiency of path planning and accurately identify the risks for facility quality. In addition, there is little literature on the coupling of KMPA, SAAs, and quality inspection. Consequently, this paper decomposes the research objectives and facility quality inspection optimisation model (FQIO-KS) based on KMPA and SAAs. (1) To de-predict quality inspection safety critical factors, including simulation of the inspected in advance. (2) To match human resource (HR) and inspection path planning optimization based on KMP and SAAs. (3) To verify the practical applicability of the optimisation model by case studies. Through FQIO-KS and the case verified, we can promote the improvement of the efficiency and accuracy of quality inspections and reduce hazards.
  Keywords: Managing and Measuring Quality; Facility Quality Inspection; Knuth-Morris-Pratt; Simulated Annealing; Resource Allocation Optimization; Facility Planning.
  DOI: 10.1504/IJSOM.2025.10071042
   
  
• The Synergies between Circular Economy and Blockchain Technologies: a Bibliometric Analysis  
  by Mukesh Kondala, Bhanuprakash Nookala, M. Joga Rao, Nisha Kumari 
  Abstract: This study investigates the impact of blockchain (BC) technology and advancements on small and medium-sized enterprises (SMEs) in the circular economy (CE), as well as the linkages between blockchain technologies and the CE. The research uses data only gathered from the Scopus database to map the domain of CE using descriptive analysis, co-citation, and co-word analysis to assure accuracy and lower uncertainty. The study thoroughly compiles charts and tables that explain the meanings behind various bibliographic characteristics. The VOS viewer and RStudio were used to visualise the data. The results emphasise the significance of incorporating BC technology with the CEs developments to strengthen smart SME practices. In the context of BC technology, the study also offers prospective research directions closely tied to CE and the integration of BC technology. The findings are valuable because they document how SMEs use best practices for CE integrating BC technology. This is helpful for researchers, decision-makers, and practitioners. This study adds to the body of literature by detecting new trends and research gaps among authors, domains, sectors, and nations. It also suggests areas that require further research.
  Keywords: Circular Economy; Blockchain; Technology; Sustainability; SMEs.
  DOI: 10.1504/IJSOM.2025.10071064
   
  
• The Intersection of Machine Learning and Good Governance: a Pathway to Superior Public Sector Performance  
  by Saida Ifiss 
  Abstract: This research examines the influence of governance principles on the effectiveness of Moroccan public institutions using machine learning (CNN, XGBoost, random forests). The analysis reveals a highly significant correlation (p < 0.001) between organisational performance and two major pillars: transparency and managerial responsibility. The predictive models also identified the importance of Leadership, administrative innovation, staff motivation and sustainable development. This computational approach precisely maps the interactions between the dimensions of governance, providing decision-makers with robust decision-making tools. The study empirically validates the impact of good governance practices on administrative efficiency and demonstrates the relevance of machine learning methods for analysing complex organisational systems.
  Keywords: Good governance; Machine Learning; Transparency; Accountability; Leadership; Innovation; Organisational performance.
  DOI: 10.1504/IJSOM.2025.10071122
   
  
• Management Control System and Performance of Indonesian Logistics Companies  
  by Fahmi Natigor Nasution, Syarief Fauzie, May Hana Bilqis Rangkuti 
  Abstract: This study aims to examine the factors affecting the performance of logistics companies in North Sumatera. There are five variables of leadership style, dynamic capabilities, effectiveness of internal control, strategic planning, and company performance. Both dynamic capability and effectiveness of internal control are mediating variables. The study adopts a quantitative method using a structural model by SmartPLS with 282 samples of questionnaires. This research has tested eight hypotheses developed from the relationships between variables. Seven hypotheses out of eight hypotheses have accepted the result. It found that leadership style, dynamic capabilities, and effectiveness of internal control have a positive effect on organisational performance. Leadership style has a positive effect on the effectiveness of internal control but has an insignificant effect on dynamic capabilities. Moreover, leadership style has a positive effect on organisational performance through the effectiveness of internal control and dynamic capability. This study is expected to develop a model of organisational performance for logistics companies with potential factors to be considered in their strategic planning and future business transformation.
  Keywords: Management Control System; Performance; Logistic Companies; Indonesia.
  DOI: 10.1504/IJSOM.2025.10071237
   
  
• Mounting Mall Culture: Analysing the Dual Mediation on Perceived Benefits Abstract  
  by Irfan Ahmed Sheikh, P. C. K. Rao, Shakeeb Mohammad Mir 
  Abstract: The escalating mall culture in urban centres poses a significant threat to small retailers, placing middle-class consumers in a dilemma and casting doubts on the sustainability of local mom-and-pop shops A random sample of 162 respondents from Delhi and the National Capital Region (NCR) participated, providing data through a structured questionnaire with 29 items measured on a five-point Likert scale followed by utilisation of structural equation modelling via SMART-PLS 3 2 3 The study analyses outcomes, with bootstrapping ensuring the robustness of data consistency The predictive model underscores the impact of intervening variables like direct attributes and indirect attributes in shaping perceived benefits and contributing to the prevalence of mall culture, shedding light on the intricate dynamics between consumer perceptions, shopping attributes, and the evolving retail landscape This study challenges shopping mall consumer behaviour beliefs, highlighting the interplay between perceived benefits and attributes Emphasizing the mediating role of perceived benefits' mediating role and non-linear attribute impacts, urging continued research into evolving preferences.
  Keywords: Malls and Supermarkets; Middle Class consumers; Perceived Benefits; Direct Attributes; Indirect Attributes.
  DOI: 10.1504/IJSOM.2025.10071441
   
  
• Exploring Last Mile Delivery Risks within the E-Commerce Sector in India  
  by Sounak Bandyopadhyay, Sanjita Jaipuria 
  Abstract: Nowadays, the last-mile delivery (LMD) network is highly complex hence, it is challenging for e-commerce to navigate it The LMD process is associated with various risks those hinder its performance Hence, this study considered 22 risks those identified by Mismar et al (2022) to frame a questionnaire to identify their likelihood of occurrence and impact on LMD performance Based on these values heatmap is constructed to identify the severity of the risk Then the risks are ranked by calculating the Risk Priority Number Further, the risks identified under high and moderate severity were explored to determine the root causes Hence, an open-ended questionnaire was formed and second level of survey i e interviews conducted for delivery boys and accordingly different strategies are proposed to mitigate the risks The targeted responded for the survey were the delivery boys from the courier service and e-commerce companies located in different villages of district Bankura, state West Bengal, India.
  Keywords: Last-mile delivery; Last mile delivery risk; E-commerce; Heatmap; Risk Priority Number.
  DOI: 10.1504/IJSOM.2025.10071445
   
  
• Lean Implementation in A LED Light Manufacturing Company A Case Study  
  by Akhil Chandran, P.G. Saleeshya 
  Abstract: Lean manufacturing is a philosophy of eliminating waste through continuous improvement. Manufacturing companies must produce high-quality goods more quickly and at competitive prices due to increased global competition. The lack of frameworks or plans for implementing lean is one of the causes of the ineffective lean transformation in the Indian context. This work is the result of a case study done in a LED manufacturing company situated in Coimbatore. This study focuses on implementing lean techniques to improve the productivity and performance of the company. Implementation and maintaining of lean techniques is challenging and hence we have decided to take up this study. Lean techniques like 5S, takt time, and heijunka are identified as suitable for improvement. Also line balancing technique is used for productivity improvement. Results showed that there is an improvement in the productivity and performance of the company, which leads to better profit and throughput.
  Keywords: Lean; Takt time; Cycle time; Heijunka; Radar chart; Line balancing; Productivity.
  DOI: 10.1504/IJSOM.2025.10071622
   
  
• Service Quality in Brazil's Public Health System during COVID-19  
  by Larissa Bolzan, Deoclécio Junior Cardoso Da Silva, Beatriz Leite Gustmann De Castro, Estefana Da Silva Stertz, Andrieli Paz Nunes, Luis Felipe D. Lopes, Luciano Amaral, Claudimar Pereira Da Veiga 
  Abstract: This study provides an in-depth analysis of perceived healthcare service quality within Brazil's Unified Health System (SUS) during the COVID-19 pandemic, highlighting the experiences of vulnerable populations. Using the SERVQUAL model, the research evaluated five critical dimensions of service quality: tangibility, reliability, responsiveness, assurance and empathy. Twenty hypotheses were formulated and tested to explore the interrelationships among these dimensions and their influence on patient satisfaction. The results revealed substantial gaps in Responsiveness, Reliability, and Assurance, with Empathy showing the smallest negative gap. These findings underscore the urgent need for systemic healthcare reforms and strategic enhancements to improve service quality and preparedness for future health crises. This study contributes to the theoretical literature on health service quality and offers practical guidance for public administrators and policymakers aiming to strengthen the resilience and responsiveness of the SUS. This study contributes to SDG 3, good health and well-being.
  Keywords: healthcare service quality; COVID-19 pandemic; Brazil health system; SERVQUAL; health policy; health marketing; strategic marketing; sustainable development goals; SDGs; Brazil.
  DOI: 10.1504/IJSOM.2025.10071805
   
  
• Health Policies and Services: Perspective from the Insurance Sector  
  by Ramya K. Prasad, Kishore Kunal, Issac V 
  Abstract: The study probes to examine the buying behaviour of consumers in the health insurance sector and understand the demographic segments such orientation, age, educational attainment, occupation, family monthly income, and marital status of the policyholders. This study focuses on the clients' purchase of health insurance policies. Six of the eight segment characteristics have a very strong and crucial association with the purchase pattern of health insurance techniques, according to the findings. As each customer is distinct in terms of their needs and specifications, it is advised that the general insurance agency should carefully evaluate these segment variables in order to increase the general terms of general insurance contracts, along with service quality of the premium policy. The analysis would help in comprehending the market sways and shifting client demands and needs, as well as evaluating their section profile and policyholders' attitudes about such structures.
  Keywords: Services; Purchase pattern; Health policies; Service quality; Insurance sector.
  DOI: 10.1504/IJSOM.2025.10071932
   
  
• Synergising Lean Six Sigma, Innovation, and Digital Manufacturing: a Comprehensive Model  
  by Tharun Thomas, P.G. Saleeshya 
  Abstract: In today's competitive global economy, innovation is essential for firms' survival and growth, driving their ability to stay ahead. This study introduces the Lean Innovative Six Sigma Approach (LISSA), a novel methodology integrating lean six sigma and innovation with Industry 4.0 technologies. A radial Venn diagram and a detailed flow chart present LISSA, while a comprehensive toolbox guides the selection of appropriate tools at each stage. Extensive literature research on Lean Six Sigma, Industry 4.0, and innovation tools underpins the framework. The Analytic Hierarchy Process (AHP) methodology highlights i-bin, RFID, smart sensors, and cobots as key introductory tools to the digital manufacturing process for shop floor activities. This study offers valuable insights into seamlessly combining lean, six-sigma, and innovation with Industry 4.0, providing a practical framework for digital transformation in manufacturing industries.
  Keywords: Industry 4.0; lean; innovation; six-sigma; digitization; digital manufacturing; fourth industrial revolution.
  DOI: 10.1504/IJSOM.2025.10071960
   
  
• A Structured Approach to Achieve Sustainability and Competitiveness in the Indian Solar PV Supply Chain  
  by Ankit Agrawal, Sudeep Kumar Pradhan, Bijoy Kumar Rout 
  Abstract: India is highly dependent on the import of solar modules, which exposes the country’s supply chain vulnerabilities, endangers energy security, and reduces its economic, environmental, and social sustainability. The high dependence is a serious concern and necessitates a framework formulation to overcome these challenges in the Indian Solar PV (ISPV) supply chain. Thus, an integrated, interpretive structural and MICMAC method identifies and prioritises critical factors(CFs) and develops a hierarchical model. Structural equation modelling is used to validate the model empirically based on a questionnaire survey. The finding reveals that financial capability and government policy, regulation, and incentives are the most essential CFs to be prioritized. The study enables managers to understand interrelations among CFs, make decisions based on the developed model, and assist policymakers in formulating pragmatic policies for the ISPV sector. This research addresses the under-explored ISPV sector with a validated model fostering sustainable and competitive growth.
  Keywords: ISM-MICMAC; customer behaviour; sustainable; competitiveness; solar PV; government policies; structural equation modelling.
  DOI: 10.1504/IJSOM.2025.10072112
   
  
• A Comprehensive 5S Framework for Continuous Improvement to Optimise Workplace Efficiency: a Case Study in Higher Education  
  by Anis Masturina Azhan, Munirah Atirah Zaidi, Nur Amalina Muhammad, Ab-Samat Hasnida, Jeng Feng Chin, Noorhafiza Muhammad 
  Abstract: This study investigates the impact of the 5S framework on lecturers' workplaces at a public university in Northern Malaysia. Despite its success in various industries, the application of 5S in academic settings remains limited. The objective was to assess how 5S influences workplace organisation, quality, and productivity. A case study approach was used, with data collected from seven lecturers before and after 5S implementation. The methodology followed the five phases of 5S, with efficiency improvements analysed using a t-test. Results demonstrated significant workflow enhancements, with an 88% time reduction of the processing time. The study highlights the role of visual management in maintaining these improvements. The findings are significant for academic institutions and other service sectors, demonstrating that 5S can enhance efficiency, organisation, and overall productivity across diverse environments, contributing to the broader adoption of Lean management practices.
  Keywords: 5S Kaizen event continuous improvement higher education workplace environment.
  DOI: 10.1504/IJSOM.2025.10072158
   
  
• Evaluation of the degree of digitalisation: a study in law offices  
  by Shynaide Mafra Holanda Maia, Fagner José Coutinho De Melo, Djalma Silva Guimaraes Junior, Eryka Fernanda Miranda Sobral 
  Abstract: The purpose of this paper is to evaluate the level of digitisation from the perspective of Industry 4.0 in law firms. The paper uses the analysis through a questionnaire containing seven parts, from the four structural areas presented in the model of maturity index adapted from DigiMaturity. The work uses six dimensions to assess maturity. The work uses a scale to calculate the dimensions. The results show that most of the Pernambuco law firms studied are in the preliminary stage of digital transformation. Of the six dimensions analysed, the highest average found was in the people and culture dimension, with 1.66, demonstrating interest in digital transformation, with answers at the defined level. This paper is original, since, although there are several approaches to digital transformation from the perspective of I4.0, there is nothing specific for the service sector, nor for law firms.
  Keywords: Industry 4.0; Maturity 4.0; law firms; law; digital transformation; innovation.
  DOI: 10.1504/IJSOM.2023.10058199
   
  
• A multi-criteria classification framework for inventory items management at the Department of Defense  
  by Olasumbo Ayodeji Makinde, Sannah Thembi Sithole, Humbulani Phuluwa, Jan Swanepoel 
  Abstract: Poor management of multiple inventory items can result in overstocking of inventory items and/or stockout. Hence, this paper proposes a multi-criteria classification framework that could be used to effectively manage multiple inventory items at the Department of Defense (DoD). The framework was premised on pairing inventory items with similar inventory attributes in a particular inventory item group. The inventory attributes associated with each inventory item was thereafter deployed to ascertain appropriate inventory management policy to effectively manage inventory items required at DoD. The framework was tested using a case study of selected inventory items required at the DoD of a particular country. The result of this exercise revealed that more items in stock single period economic order quantity (EOQ) model, more items in stock continuous-review EOQ model and minimum stock policy are the suitable inventory management policies that could be used to effectively manage 55 inventory items required by soldiers in the organisation.
  Keywords: inventory item; multi-criteria classification framework; inventory management policy; Department of Defense; DoD.
  DOI: 10.1504/IJSOM.2023.10058210
   
  
• Internationalisation of experience-centric services  
  by Sofia Vitorino Dias, Fernando Luiz Emerenciano Viana, Afonso Carneiro Lima 
  Abstract: This article explores the internationalisation process of experience-centric service operations. Based on the theories of internationalisation of services and experience-centric service operations, we present a conceptual framework by undertaking multiple case studies in four international companies that operate in Brazil: Starbucks, Hard Rock Cafe, M.A.C Cosmetics, and Apple Store. We find that most companies' internationalisation process is supported by partnerships, allowing the necessary adaptation of products and processes. Three new aspects emerge from the data: the processes standardisation, employee's diversity, and organisational culture alignment. Based on the results, we extend the framework to formulate five theoretical propositions. By identifying the importance of diversity within organisations, we contribute to the perception of inclusion within organisations so that a greater part of society can feel welcomed and represented within the corporate world. Overall, our article not only makes theoretical contributions, but also delivers important practical implications.
  Keywords: internationalisation of services; services operations; operations strategy; experience-centric services.
  DOI: 10.1504/IJSOM.2023.10067703
   
  
• Influence of cost accounting information on management decision making of hotel services in South East, Nigeria  
  by Honesta Chidiebere Anorue, Ernest O. Ugwoke, Oliver Okechukwu Okanazu 
  Abstract: Unarguably, the success of every business enterprise, including hotel/guest houses among others depends on the quality of decisions made by their management. The study determined the influence of cost accounting information on management decisions of hotel services in South East, Nigeria. The study was conducted using a descriptive survey research design. A sample size of 375 respondents was drawn from the population using two stage sampling procedure. The mean (X) and standard deviation (SD) was used to analyse the data, and the null hypotheses were tested using analysis of variance (ANOVA) at 0.05 level of significance. Generally, the study found that cost accounting information has low influence on management decision making of hotel services in South East. Based on the results, it was suggested that the hotel management team should place a greater emphasis on service decisions towards customer satisfaction and adapt to other strong motivating approaches in order to improve quality.
  Keywords: hotel services; management; decision making; cost accounting information; CAI; service quality; service pricing; customer satisfaction.
  DOI: 10.1504/IJSOM.2023.10058478
   
  
• The success of BPR through KMP for workers in production operations  
  by Mariam Ibrahim 
  Abstract: Highlighting the role of the knowledge management process (KMP) as a critical factor for successful business process reengineering (BPR). It supports the theory that knowledge management (KM) can provide the dynamism needed to motivate successful BPR and reduce the failure rate and its sources. The purpose of this article is to draw attention to a very important issue in knowledge acquisition (KA), knowledge creation (KC), knowledge storage (KSt), knowledge sharing (KSh), and knowledge application (KP) throughout an organisation. It reflects the need not only to store a specific type of knowledge, but also different types of knowledge. Where the workers with specialisation and interest in the production processes in the productive factories were identified, and 78 employees were identified to conduct the statistical analysis using the SPSS programme. Where it was found that the implementation of KMP in BPR leads to better results and builds support for long-term success in designing business systems and processes. Knowledge remains a competitive and intangible resource in contemporary organisations today. Most KM initiatives aim to take advantage of knowledge to achieve sustainable corporate performance.
  Keywords: business process reengineering; BPR; knowledge management process; KMP; knowledge acquisition; KA; knowledge creation; KC; knowledge storage; KSt; knowledge sharing; KSh; knowledge application; KP.
  DOI: 10.1504/IJSOM.2023.10058128
   
  
• Company characteristics and human resource disclosure practices in Indian corporate sector  
  by Kirti Aggarwal 
  Abstract: The aim of the present study is to examine the potential effects of company characteristics on human resource disclosure index in Indian corporate sector. The present study has been conducted on 341 companies listed on NSE-500 Index. The results of the two-way LSDV regression model shows that there is a significant positive effect of net sales, market capitalisation, quick ratio, auditor type, annual report's pages, return on total assets, return on equity and significant negative of age, current ratio, profit after tax on HRDI. Furthermore, the results of one-way ANOVA also show that there are significant variations in HR disclosure practices across the varied industrial sectors. Overall, it can be said that the HRDI used in the present study helps the different regulatory bodies to set the standards regarding the HR disclosure practices which is currently voluntary in nature in India.
  Keywords: human resource disclosure; content analysis; annual report; human resource disclosure index; HRDI; India.
  DOI: 10.1504/IJSOM.2023.10058480