International Journal of Services and Standards (4 papers in press)

Regular Issues

• The mediating role of workplace ostracism in the relationship between diversity, inclusion, and workplace deviant behaviour  
  by Ashik Das, Md. H. Asibur Rahman 
  Abstract: The study aims to investigate the mediating role of workplace ostracism between diversity and inclusion initiatives and organisational workplace deviant behaviour. It employs a quantitative approach based on an empirical survey. Physical survey questionnaires are distributed to 250 employees in the utility service sector in Dhaka City, Bangladesh. Additionally, an online questionnaire is circulated using Google Forms services through personal contacts. Respondents evaluate each questionnaire item on a five-point Likert scale. Researchers utilise structural equation modelling (SEM) to examine relationships among constructs and test hypotheses. However, the investigation fails to recognise the mediating role of workplace ostracism between workplace diversity and inclusion and workplace deviant behaviour. The findings offer valuable insights for managers in effectively managing workplace diversity, inclusion, and behaviour, serving as a resource for organisations and practitioners. The research implications are discussed, acknowledging limitations. Finally, potential future research directions are explored to enhance understanding of these critical elements in organisational dynamics.
  Keywords: workplace ostracism; diversity; inclusion; workplace deviant behavior; utility service.
  DOI: 10.1504/IJSS.2024.10070140
   
  
• Behavioural supply chain management: a bibliometric analysis  
  by Yugal Kishor Pradhan, Saurabh Gupta, Saket Jeswani 
  Abstract: This study aims to conduct a bibliometric analysis of Behavioural Supply Chain Management (BSCM) in order to gain a better understanding of the literature's development in this area. Utilizing bibliometric methodologies, the study incorporated a subset of 409 scholarly articles that were published between 1994 and 2024. These articles were listed in the Scopus data base along with ABDC A* and A category list. The main areas of focus in this investigation included scientific mapping and performance analysis, which were implemented through the R software along with the Biblioshiny. This study seeks to achieve a comprehensive analysis of the BSCM over a span of three decades, offering valuable perspectives on the significant advancements within the domain. The findings indicate a significant increase in the quantity of publications that span the period, suggesting a growing level of interest among researchers in the field of BSCM.
  Keywords: bibliometric analysis; behavioural supply chain management; BSCM; thematic mapping; literature review; R package.
  DOI: 10.1504/IJSS.2024.10072164
   
  
• Generative AI for operations management education and learning: a critical assessment and analysis  
  by Yaojie Li, Johnny C. Ho 
  Abstract: As interest and concerns surrounding the use of generative AI in schools grow, research examining the effects of generative AI in education and learning remains sparse. To that end, this study aims to demystify the potential generative AI by evaluating the performance of ChatGPT in addressing Operations Management problems and questions, which are classified according to Bloom’s taxonomy and grouped as quantitative vs. qualitative, deterministic vs. stochastic groups. Our findings reveal that ChatGPT generally performed well but struggled with Bloom’s “applying” and stochastic questions, suggesting its limitations in higher-order cognitive tasks. This finding underscores the importance of collaboration among educators, learners, and generative AI to enhance educational outcomes. Furthermore, we explore the role of prompt engineering and custom GPTs in improving the education and learning of Operations Management. Our research thus provides significant insights into Operations Management education and pedagogy, unveiling many opportunities for future research.
  Keywords: generative AI; ChatGPT; emerging technologies; prompt engineering; custom GPT; business education; operations management education; course design; authentic assessment.
  DOI: 10.1504/IJSS.2024.10072276
   
  
• Conflict, dissonance and engagement in virtual communities  
  by Jao-Hong Cheng, Ming-Hung Chang, Zong-Heng Jheng, Albert Huang, Shang-Che Huang 
  Abstract: This paper studied the users' relationships among three constructs in virtual communities: conflict, dissonance, and engagement, with dissonance as the mediating variable. We collected 327 members' data from a virtual community and analyzed the relationship between conflict and engagement. In this research, the results show that conflict has a positive effect on dissonance and engagement. The variable dissonance is positively associated with engagement, too. We find the most significant implication in this study for virtual communities and associated business operators: conflict that exists in virtual communities can create a higher level of engagement for users. The study explains and understands the users in the context of virtual communities' relationship between perceived conflict, dissonance, and engagement.
  Keywords: engagement; conflict; dissonance; virtual community.
  DOI: 10.1504/IJSS.2024.10072277