International Journal of Services Technology and Management (51 papers in press)

Special Issue on: Service-oriented Software Architecture and Assessment in the Future IOT Environment

• Open Access

  Investigating radio-frequency identification usage behaviours and organisational performance according to factors of user perception ( Free Full-text Access )

  by Ling-Lang Tang, Ya-wen Chan, Sheng-Lun Shen 
  Abstract: Information technology has developed rapidly in the past decades, in particular the use of service-oriented architectures, which have been widely adopted in Taiwans healthcare industry. Radio-frequency identification (RFID) is one of the most widely applied new technologies. Using the unified theory of acceptance and use of technology model, this study investigated the effect of perceived security (PS) and privacy concerns (PC) on health professionals RFID usage behaviour (UB), and the effect of UB on organisational performance (OP). A questionnaire survey was used and 410 valid questionnaires were returned. The results of path analysis revealed that performance expectancy (PE), effort expectancy (EE), social influence, and facilitating conditions (FC) exert a significantly positive influence on UB; PS has a significantly positive effect on PE and PC; and UB exerts a significantly positive influence on OP. Different demographic variables also moderated the effect of PE, EE, and FC on RFID UB.
  Keywords: healthcare; unified theory of acceptance and use of technology; radio-frequency identification (RFID); service-oriented architecture.
  DOI: 10.1504/IJSTM.2016.10016555
   
  
• A Study on Medical Information Leakage Protection to Construct A Trustworthy Medical Service Oriented Architecture in IoT Environment: Case Study of Medical Tour Service in the South Korea  
  by Gwangmin Park, Hangbae Chang 
  Abstract: Many nations have been developing medical tour industry as a new growth engines. The South Korea is becoming a major medical tour country with medical service of developed country level and competitive price in Asia. However, the data breaches targeting medical institutions are occurring constantly. So, there are threats about information leakage of IT medical tour system. If there are information leakage of foreign patients, it would be harmful influence in developing South Korea's medical tour. Therefore, this paper will deal with a legal, managerial and technical way that can prevent information leakage of foreign patients in the future IoT Environment.
  Keywords: Medical Tour; Medical Information; Foreign Patients; Medical Laws; IT Medical Tour System.
  
  
• A Position Revision Method by Path-loss Factor in Wireless Sensor Node Deployment  
  by Myungnam Bae, Jaehak Yu, Inhwan Lee, Yang Sun Lee 
  Abstract: In this paper, we propose a position revision of sensor node that utilizes the geo-spatial information and considers the path-loss factors to reveal the radio propagation loss interfered with the major urban obstacles. First, we measure the propagation path loss about the radio frequencies in the target street of the urban, and define the correlation between the measurements and the geo-spatial characteristics for the street and its surrounding obstacle get from the geographic information system. Secondly, through the use of the correlation, we describes the detailed instruction for required to determine the radio coverage and the reliable deployment plan of the wireless node in the core area of urban. By the consideration of them, we can evaluate the communication reliability below 5dB RMS error. And, our study can be utilized as the way to revise the deployment plan based on the path loss and can be apply to the power conservation stragegy of the entire networks through transmission power adaption that is reconfigure relative to a received power.
  Keywords: Path-loss; Node Deployment; Wireless Sensor Network; Geospatial Information; path-loss coefficient.
  
  
• SaaS level Database Integration in Cloud Environment through Database as a Service  
  by Trushna Parida, Sanjukta Pal, Anirban Sarkar 
  Abstract: SaaS level database integration is trends to provide the integrated view of the cloud databases through the services. Till now data collection from the heterogeneous cloud databases through the reusable shared services, within a minimum time span and with the flexible and scalable computational support, are the challenging issues. So, limitations during service level database integration ranges from flexibility, scalability, data availability within less overhead, maximum service reusability as well as data reusability and handling data heterogeneity. For providing the logical integrated view of cloud databases, the most important task is data delivery. This data delivery can be performed through Database as a Service or DBaaS realization in a self-service mode. But, here Application services are considered as the user interface provider to deliver some extra facilities like flexibility, scalability, handling heterogeneity regarding implementation issues. In this paper, a graphical model for SaaS level database integration (SLDI) has been proposed. The proposed model is useful towards realization of various database Integration approaches through services. In this context, several important quality metrics like integration complexity, degree of consistency, degree of availability and degree of partitioning tolerance also have been defined over the proposed model. The proposed model is able to proof the compatibility of CAP theorem through the empirical evaluation. Except those, the proposed database integration approach also able to handle data heterogeneity through service reusability as well as data reusability in presence of scalability, flexibility.
  Keywords: DBaaS; Application Service; Data Service; Orchestration based integration; Choreography based integration; Query evaluation time.
  
  
• Feature Models as Service Contracts in Service Oriented Architecture  
  by Akram Kamoun, Mohamed Hadj Kacem, Ahmed Hadj Kacem, Khalil Drira 
  Abstract: The service contract is one of the fundamental design principles in the Service Oriented Architecture (SOA). Its goal is to express the features (e.g., services and capabilities) of Service Providers (SPs) so Service Consumers (SCs) can identify them to communicate correctly. The two most known service contracts in the literature are: WSDL for SOAP and WADL for REST. We identify that these service contracts suffer from several problems (e.g., they only allow expressing a limited set of features). Also, we notice from the literature a lack of service contracts dedicated for SC. In order to overcome these problems, we propose two Features Models (FMs) based on SOA design patterns that can be considered as generic and formal service contracts for SP and SC. We propose extensions to the Feature MetaModel (FMM) and semantic constraints that ensure generating fully functional, valid, customized and consistent SPs and SCs from the proposed FMs.
  Keywords: Service oriented architecture; Service contract; Service provider and service consumer; Software product line; Feature model; Design pattern.
  
  
• Identity Evaluation of Moving Vehicles Tracking using Hue and Slope Value on Wireless Sensor Network  
  by Ki-Hong Park, Yoon-Ho Kim 
  Abstract: Moving vehicle detection is a very important task in intelligent transportation system and video surveillance system. In this paper, we proposed the identity evaluation method for checking on whether or not the same vehicle as time progresses. The proposed method is composed of background/foreground, the moving vehicle detection with color-based shadow removal, and the tracking process. To verify the identity evaluation, we adopt the moving vehicle features including the hue value, a slope of moving distance and the movement factor. Some experiments are conducted so as to verify the proposed algorithm, and as a result, the identity evaluation of moving vehicles is well detected and tracked with a unique value of moving vehicle features.
  Keywords: identity evaluation; moving vehicle tracking; moving vehicle features; gaussian mixture model; GMM; shadow detection; shadow removal; HSI; hue value; wireless sensor network.
  
  
• The five-year effects of physical activity and sedentary behaviour on chronic disease morbidity of Chinese adults  
  by Qing Wei 
  Abstract: Chronic diseases are long-lasting and slow-progressing conditions that can be controlled but not cured. Physical activity and sedentary behaviour are risk factors for the major chronic diseases that account for most deaths in developed countries and are increasing rampantly in newly industrialized nations. In this paper, the five-year effects of physical activity and sedentary behaviour on the morbidity of five kinds of chronic diseases in Chinese adults aged 1855 years are examined using statistical analysis with the China Health and Nutrition Survey data. Cohort study demonstrates that completing more than 280 metabolic equivalent (MET) hours a week of physical activity can significantly reduce the risk of diabetes, whereas having more than 14 hours a week of sedentary behaviour during leisure time can increase the risk of suffering from hypertension, and having more than 28 hours a week can increase the risk of suffering from diabetes.
  Keywords: physical activity; sedentary; chronic diseases; morbidity; Chinese adult; CHNS; hypertension; diabetes; myocardial infarction; apoplexy; bone fracture.
  
  
• A Study on the Computational Thinking based SW Education and Problem Solving Related Procedures  
  by Jungin Kwon 
  Abstract: The purpose of this research is to study the relevance of key concepts and step-by-step problem-solving process of Computational Thinking. After the computing thinking developed based SW for non-major subjects for the study was carried out 16 weeks based on Computational Thinking SW based education. Based on the survey, since the problem-solving process was examined whether the need for Computational Thinking concept. Results, analysis of data to understand the problem, the choice of algorithms and procedures, and best practice in the design of automated solutions to problems that have showed the highest influence. I hope the study enabled on the Application of Computational Thinking of the nine core elements in order to improve the problem solving skills of learners based on the findings of the study.
  Keywords: Computational Thinking; SW Education; Problem Solving ; Factor Analysis; Correlation Analysis; Hierarchical Regression Analysis.
  
  
• Discovering Objects and Services in Context-aware IoT Environments  
  by Wei Wang, Kevin Lee, David Murray, Jian Guo 
  Abstract: The future IoT is expected to connect trillions of objects across infrastructures and domains worldwide. Compared to traditional web applications, the context of objects, such as dynamic object property values, may rapidly change. Browsing web pages with hyperlinks is unsuitable for representing and discovering the dynamic state of objects and services in the IoT, as the dynamic context is less keyword-rich than the relatively static contents on traditional Web pages. This paper reviews state-of-the-art in discovery in the current IoT, and analyzes the constraints. This paper also proposes a discovery mechanism, which is extended from previous work GGIoT. The proposed discovery mechanism is aware of dynamic context change in the IoT, and can improve the discovery process using automation.
  Keywords: Internet of Things; IoT; discovery; dynamic property; ontology.
  
  
• Analysing Prior Research to Improve Business Performance in the IoT Industry.  
  by Soo-Young Kim, Gyu-Don Lee, Sang-Jin Lee 
  Abstract: The development of information and computer technology (ICT) leads to a hyper-connected society in which humans and things are connected to one another over networks. Accordingly, information technology (IT) firms are gradually incorporating Machine to Machine (M2M), the Internet of Things (IoT) and the Internet of Everything (IoE). Under these circumstances, IT firms strive to manage uncertainty and rapidly changing environments and optimise performance. The growing IoT industry forces IT firms to innovate to survive. Therefore, this study attempts to identify the main factors facilitating business performance by analysing prior studies. This study demonstrates that IT firms non-financial performance outweighs their financial performance. In particular, it emphasises that value orientation, adaptive selling behaviour and organisational citizenship behaviour are the key factors influencing the non-financial performance of IT firms. This study reviews the literature on the business performance of IT firms in the IoT industry, which would help researchers studying IoT.
  Keywords: Business Performance; Value Oriented; Adaptive Selling; Transformational Leadership; Organisational Citizenship Behaviour.
  
  
• Knowledge-based service oriented architecture for automotive product development: South East Asia scenario  
  by A.M. Jakin, M.N.M. Fakir, F.R.M. Romlay 
  Abstract: This paper presents an application of knowledge-based service oriented architecture (SOA) systems for complex engineering design problems. A knowledge-based design approach integrates all aspects of product design, manufacturing tools and a powerful decision-making for reducing the time between product conception and final production. Knowledge-based SOA is able to provide a substantial impact to the product development cycle especially for automotive part manufacturers who their product cycles are quite short. The approach is applied for a number of automotive part manufacturers. The results show an improvement on product cycle time and expert skill management. The specification of the products are improved and obtained at a competitive cost. This will be a great value added to the manufacturers to sustain in their business.
  Keywords: knowledge-based; cycle time; expert skill; service oriented architecture; automotive product.
  
  

Regular Issues

• Distinguishing aggregate air travel demand from air passenger volume in China: based on the partial adjustment theory  
  by yingxiao zhou, peng zhao 
  Abstract: Air travel demand estimation is vital for airlines and governmen
  Keywords: air travel demand estimation, air travel volume, partial adjustment theory.
  
  
• A game theoretical analysis of the going global strategy of Chinese high-speed railway  
  by Kefei Zhu 
  Abstract: In this paper, we studied the going global strategy of high-speed railway industry in China. We proposed two game models to analyze the situation faced by the high-speed railway industry in China. We first considered the country selection problem (CS problem) to shed light on the situation when we try to find a right partner to fulfil our going global strategy. Our results showed the conditions that guarantee the going global cooperation becomes a dominant strategy Nash Equilibrium. Then, we considered the product or technology problem (POT problem) to discuss the going global mode, i.e. what we should export to the other country. The results showed that even technology export may generate more payoffs to China, the more likely cooperation mode will be the product export. Based on the results of the paper, some practical suggestions have been made to the going global strategy. As far as we know, this paper is the first paper which studies the going global strategy of Chinese high-speed railway industry by game theory.
  Keywords: high-speed railway; game theory; Nash equilibrium; “going global” strategy.
  
  
• Disruptive Online Service Innovation in the Presence of Competition among Disruptors: The Case of 3rd-party Online Payment  
  by Yang Zhou, Qingpu Zhang 
  Abstract: While the competition between incumbent and disruptor has been well documented, the competition among disruptors is less well understood. Since the competition among disruptors concerning disruptive innovation of online service is fierce, it is essential to focus on this issue. This study aims to identify factors influenced the competitiveness of a disruptive online service innovation when there is a competition among disruptors. Focusing on the 3rd-party online payment, authors conducted a case study by interviewing 20 key figures in this field and reviewing a variety of published information resources. Findings indicate that the variations in competitiveness arise from three sources: (i) competition basis, (ii) competition environment, and (iii) competition strategy. Important factors within these categories include the services performance on security and availability, the regulations limited the business scope, the interrelationship with the members in the value network, and the strategies to build and protect the market share. In conclusion, findings from this study is profound since it (i) provides implications for the theoretical framework of disruptive online service innovation; (ii) assists the understanding of competition among disruptors and (iii) offers a management practice of online service innovation.
  Keywords: Disruptive innovation; online service; 3rd-party online payment; Alipay.
  
  
• Impacts of Day Trading on the Intraday Pattern of Market Quality  
  by Tsung-yu Hsieh, Ying-Fen Fu, Shih-Ya Ma 
  Abstract: In Taiwans stock market, buying first and selling later, as well as selling first and buying later, are permitted, as of January 1, 2014, and June 30, 2014, respectively. This study investigates day trading stocks (pilot stocks) and nonday trading stocks (control stocks) that appear in the Taiwan 50 index and Taiwan mid-cap 100 index during 20132014, with the goal of investigating the impact of day trading on the intraday pattern of market quality. With a difference analysis and cross-sectional regression analysis, this study reveals insights into a stock market that is populated mainly by individual investors. Prior research into intraday patterns of market quality rarely focused on individual investors. The current study demonstrates that the effective spread of pilot stocks decreases significantly, and trading depth increases significantly, after the implementation of buying first and selling later options. This liquidity increase phenomenon then is offset when the selling first and buying later option is permitted.
  Keywords: Market Quality; Day Trading; Buying First and Selling Later; Selling First and Buying Later; Intraday Pattern.
  
  
• Innovative Behaviour and Performance of Technology-based Knowledge-Intensive Business Service: An empirical study  
  by Xavier Amores Bravo, Anna Arbussa, Andrea Bikfalvi, Josep Llach, Marc Saez 
  Abstract: The aim of this paper is to learn more about how technology-based knowledge-intensive business service firms (t-KIBS) innovate. To do so, we examine the range of innovation practices employed by a sample of 50 t-KIBS in Catalonia, Spain and the impact these practices have on innovation and business results. We distinguish between practices widely used among manufacturing and services firms and practices that are more typically used by services. Our results reveal that, on the one hand, practices common to manufacturing and services are significant in explaining improvements in both innovation and financial performance, while on the other hand, innovation patterns and practices that are more often used in services are not significant in explaining either innovative outputs or increases in operational profits and returns. These results are important for refining the design of innovation policies at a regional level in Catalonia, as well as abroad. Further research is needed to establish whether the innovative behaviour of t-KIBS is more akin to that of manufacturing firms than to that of service firms.
  Keywords: innovation; performance; service firms; service business; technology; knowledge-intensive; KIBS; t-KIBS.
  DOI: 10.1504/IJSTM.2017.10017753
   
  
• Measuring e-service quality: A review of literature  
  by Amit Shankar, Biplab Datta 
  Abstract: In the competitive electronic service (e-service) context, favorable consumer perception about performance is the key to success and marketers are keen to explore consumers perceived service quality. Therefore, several scales have been developed to evaluate electronic service quality (e-SQ) in different contexts. This study explores methodological issues relating to the scale development process while undertaking content analysis of e-SQ literature. The study also focuses on the identification of crucial dimensions of e-SQ measurement scale in different e-service contexts. The review indicates that privacy and security, website design, responsiveness, efficiency, reliability, ease of use and system availability are prominent measures of e-SQ regardless of the context. This study also provides a comprehensive framework including antecedents and outcomes of e-SQ to help managers and researchers in evaluating e-SQ.
  Keywords: E-S-QUAL; e-retailing; scale development; e-banking; e-services; Website quality.
  
  
• An Approach to Reengineering Applied to Control of Container Logistics Cost Using the PERT Network  
  by Hao Zhang, Yan CUI, LIYU ZHU, Qing-xiao Hou 
  Abstract: With the development of society and the advancement of science and technology, Chinese automobile manufacturers are struggling with increasingly intense competition in the market. To earn a place in the industry and improve brand competitiveness, many companies are beginning to focus on the logistics of cost control, such that the whole supply chain cost is at its lowest when the value is at its highest, as this is the key to the future survival and development of China's automobile industry. As an example, this paper uses the container transport of Changan Ford auto parts logistics, and based on the cost analysis derived from the Program Evaluation and Review Technique (PERT), the existing transport process is reengineered. Through the comparison of the costs before and after the transformation and the sensitivity analysis based on the reengineered process, it is determined that the reengineered process is superior to the initial process and exhibits strong practical guiding significance for logistics cost control and the development of China's automobile companies.
  Keywords: transport process optimization; PERT network; logistics cost control.
  
  
• Service Supply Chain Incentive Strategy: From the Perspective of Win-win  
  by Weiping Zhu, Hongguang Yao 
  Abstract: Classical principal-agent model based on the hypothesis of decision-maker completely self-interest is the mainstream in classical economics; however it reduces the stability of long-term cooperation and cannot reflect win-win cooperation. The paper introduces principals value parameter reflecting win-win relation into incentive strategy, expands the traditional model, and establishes Service Supply Chain dynamic incentive model from the perspective of win-win. In the new incentive strategy, the paper further considers implicit incentive and service providers opportunism behavior. Research shows that the value preference parameter can effectively coordinate the value relation between service integrator and service provider, motivate service provider to improve productive input and decrease opportunistic behavior; implicit incentive has definite substitute effect on explicit incentive; under the joint effect of explicit and implicit incentives, service provider will keep higher productive input level, and its opportunistic input will be controlled effectively at the same time.
  Keywords: Service Supply Chain; value preference parameter; implicit incentive; win-win.
  
  
• Combined Fuzzy Theory and Delphi Method for Instruments Designing Framework of Online Marketing Flexibility Dimensions  
  by Anil Kumar, Piyush Sindhwani, Shrawan Kumar Trivedi 
  Abstract: With progressive globalization and market dynamism, the business environment is becoming more turbulent than ever and in a chronic state of flux. Continual changes in technology, demand fluctuations, the emergence of new business models and the internet add further challenges to achieve sustainable growth for businesses. This constant turbulence, combined with rapid changes in the external environment, has forced the business sector to become more agile and flexible. Customers want flexibility so that they can choose specific products and services according to their needs. Therefore, providing flexibility to customers has become a major task for service providers, especially in an online context where competition is fierce and there is no direct interaction with the customer. In literature very little has been written by researchers on this context; therefore, the aim of this study is to design a framework for online marking flexibility. To achieve this objective, a combined method i.e. a mixture of fuzzy theory and qualitative Delphi method has been used with data collected through non-probabilistic sampling methods combined with a survey of experts. The findings of this study can help online service providers to target their customers in online platforms according to their needs and flexibility demands.
  Keywords: Fuzzy Theory; Flexibility; Delphi; Globalization; Market Dynamism; Online Platform.
  
  
• A novel multiple attribute decision making method based on grey relational projection and its application for e-commerce risk assessment  
  by Xiaoyue Liu, Dawei Ju 
  Abstract: With respect to multiple attribute decision making (MADM) problems in which the attribute values take the form of hesitant fuzzy elements, the traditional grey relational projection (GRP) method is extended to solve multiple attribute decision making problems under hesitant fuzzy environment. Since the weights of attributes are incompletely known, a nonlinear optimisation model is established, i.e., a reasonable weight vector of attributes should make all alternatives have the largest grey relational projections on positive ideal solution and the smallest grey relational projections on negative ideal solution. Then, based on the hesitant fuzzy decision matrix provided by decision makers, all feasible alternatives are ranked according to the descending order of relative grey relational projections and the most desirable alternative(s) should have the largest grey relational projection on positive ideal solution and the smallest grey relational projection on negative ideal solution. Finally, a numerical example of e-commerce risk assessment is given to illustrate the application of the proposed method.
  Keywords: multiple attribute decision making; MADM; hesitant fuzzy set; HFS; grey relational projection; GRP; incomplete weight information.
  DOI: 10.1504/IJSTM.2018.10010067
   
  
• What Constitutes Excellent User Experience in Online Consumers Return Services?  
  by Jingwen Chen, Yan Ma 
  Abstract: More transactions of the commodities are in digital as the development of the internet conditions. However, non-face-to-face transactions may lead to one main problem, which is the possibility that commodities fail to meet consumers expectations and the inevitable occurrence of return problems. Hence, improving the return service experience of customers and building their trust have become the focus of business considerations. The author studied 1,002 after-sales review samples based on the research model on the influencing factors of online consumers return service satisfaction. By compiling and labelling the sample data, the author quantified consumers emotion through emotion analysis and multiple linear regressions. This study provides basis for businesses to improve the quality of return service by validating and explaining the research model.
  Keywords: online consumers; e-commerce; return service; return satisfaction; multiple linear regressions analysis.
  
  
• Co-evolution Path and Its Innovative Design of Chinas Export Cross-border E-commerceA case study  
  by Mingli Zhang, Man Chen, Wei Zuo 
  Abstract: Cross-border e-commerce (CBE) is a new mode of trade and has recently become a major new growth point in Chinas e-business market, in which export cross-border e-commerce (ECBE) has created significant advantages for Chinas cross-border trade. Within ECBEs rapid development, issues such as information asymmetry between buyers and sellers, and an inefficiency of professional logistics remain unsolved. This is mainly attributable to the numerous participants ECBE has attracted, who prefer to enhance their competitiveness to maximise their self-interest, without considering long-term development on a win-win basis. The CBE ecosystem is composed of participants and its existing environmental factors. Essentially, the main dynamic of an ecosystem is co-evolution. This article analyses the path of co-evolution of Chinas ECBE, based on the theory of co-evolution and stakeholder theory. By studying four cases of e-commerce enterprises, this paper proposes an innovative interest coordination mechanism for promoting the quick, sustainable development of ECBE.
  Keywords: export cross-border e-commerce; ECBE; stakeholders; interest coordination mechanism; co-evolution; China.
  
  
• Examining mobile SNS continuance from a dual perspective of social support and privacy concern  
  by Tao Zhou, Zuoning Xu 
  Abstract: Mobile SNS enable users to conduct ubiquitous interactions with their peers and exchange social support conveniently. This may strengthen social relationships and facilitate their continuance. At the same time, users are concerned with their personal information disclosed to the service providers. Integrating both perspectives of social support and privacy concern, this research examined mobile SNS continuance usage. The results indicated that social support, which includes informational support and emotional support, has significant effects on flow and trust. Privacy concern affects privacy risk. Flow, trust and privacy risk determine continuance usage. The results imply that service providers need to build a supportive climate and alleviate privacy concern in order to facilitate users continuance.
  Keywords: mobile SNS; social support; privacy concern; flow.
  
  
• Social resources and value creation: A consumer perspective  
  by Tuan Nguyen 
  Abstract: Consumer role in value creation is recently an emerging theme in service research. In the contemporary networked economy, consumer social resources, specifically social capital and social identity, are opportunely suggested as the determinants of their co-creation that, in turn, presumably cause their perceived value. A survey study with SEM analysis of 439 consumers in health care and education in HCMC, VietNam shows all of 13 hypotheses empirically supported. The finding reinforces that social capital and social identity, as interconnected operant resources, influence both consumer co-creation and perceived value that further affects consumer satisfaction and loyalty. The theoretical and managerial implications of the paper are derived.
  Keywords: service management; value creation; consumer perspective; perceived value; social capital; social identity.
  
  
• Does CRM Technology Implementations Mitigate Employee Intention to Quit in Call Centres.  
  by Olanrewaju Kareem, Olayemi Abdullateef Aliyu, Sany Sanuri Mohd Mokhtar 
  Abstract: In the contemporary business environment technology is vital to an organizations performance. Therefore, in the context of an inbound call centre, this study examines the effect of technology-based customer relationship management (CRM) on employees intention to quit. A cross-sectional research approach was used and data was collected from the Malaysian call centre industry. By using survey data, the conceptualized model was tested through structural equation modelling. The findings revealed that the deployment of state-of-the-art technology based CRM, followed by proper training, could significantly and positively engender employee job satisfaction. Furthermore, qualitative overstretch could be prevented, consequentially resulting in a significant reduction in employees intention to quit. Moreover, this study confirms that technology-based CRM implementations within the call centre industry can be a powerful initiative toward resolving the problem of employees low job satisfaction and intentions to quit. This study recommends ways in which management of call centres might best develop, deploy and assess their technology applications so that employees will be less stressed, more satisfied, and willing to remain with the organization. Areas for future research were also discussed.
  Keywords: Call centres; technology based CRM; employee job satisfaction; qualitative overstretch; intention to quit.
  
  
• The Joint Effect of Buyer-Supplier Interaction and Service Complexity on Satisfaction  
  by Rafael Teixeira, Ely Paiva, Celso Matos, Patrick Vesel 
  Abstract: This study investigates the influence of interaction frequency between service providers and business-to-business (B2B) buyers on buyer satisfaction, taking into account technological services of varying degrees of complexity. Simply put, interaction frequency is moderated by service complexity. Higher levels of service complexity require more interactions between service providers and B2B buyers so that they can exchange information and prepare for service co-production. Data were collected from 228 B2B buyers of telecommunications services in Brazil. The results show that buyer satisfaction is associated with low and medium levels of service complexity and interaction frequency; however, high levels of these variables were not found.
  Keywords: service complexity; interaction frequency; business-to-business; technological services.
  
  
• Applying Smarter Commerce Analysis for Click and Mortar of Integration Platform in the Retail Industry  
  by Tzu-Chun Weng, Chen-Te Hsu 
  Abstract: In the recent years, business models of physical store and online store have become mature. Terminal services increase the numbers of consumers through the physical channels and Internet. Effectively integrate and link between the Internet and physical services will be a challenge for all channel business and e-commerce industry. E-commerce has developed rapidly by evolving from sales online only into the actual situation integration (online to offline, offline to online, O2O). The industry will reshape the composition of the target customer, redefine marketing strategy and rethink interactive content and service depth. The goal of this paper provides a total solution with an interoperable interface, forward-looking technology, field deployment, and configuration flexibility from the development of business intelligence data collection and analyzes services to support the operation development of business service in the retail industry.
  Keywords: business models; online; business intelligence; data collection; retail industry.
  
  
• Periodic review integrated inventory model with controllable lead time and setup cost in the presence of a service level constraint  
  by Fu Huang, Huaming Song 
  Abstract: The impact of lead time reduction on an integrated periodic review inventory system comprising a single vendor and multiple buyers with a step crashing cost function and service-level constraints is studied. We revised Hsu and Huang's [1] distribution free procedure and extended normal distribution procedure, applied Lagrange multipliers to determine the lead time, the common shipment cycle time, the target levels of replenishments and the number of shipments per production cycle so that the expected total system cost is minimized. Some numerical examples are presented to illustrate the model. We perform a sensitivity analysis to see the effects of parameter changes on the objective function.
  Keywords: inventory; integrated model; lead time; service level.
  
  
• Cloud platform to improve performance outcomes: role of customer relationship management and innovation capabilities  
  by Chu-Ching Wang, Li-Ren Yang, Hsiu-Chen Chuang 
  Abstract: Conceptualizing implementation of cloud platform in the new product development (NPD) context is still rudimentary. The primary objective of this study was to investigate the relationships among implementation of cloud platform, customer relationship management (CRM), innovation capabilities, and NPD performance. This study empirically investigated a sample of NPD projects in the Taiwanese high-tech industry. The structural equation modeling (SEM) approach was used to validate the research model. The findings indicate that implementation of cloud platform is associated with level of customer relationship management. In addition, these analyses suggest that customer relationship management has a positive effect on innovation capabilities. Finally, innovation capabilities contribute significantly to NPD performance.
  Keywords: cloud platform; customer relationship management; innovation capability; new product development.
  
  
• To what extent does a knowledge-intensive business service firm need customer knowledge integrative activities? The case of DigiCAP  
  by Jong-Seok Kim 
  Abstract: This study examines the relationship between customer knowledge degree and integrative activity of customer knowledge in a new custom product development process by using an exploratory and qualitative single case study of a knowledge-intensive business service (KIBS) firm. In spite of the importance of customer knowledge integrative activities to a KIBS firm and the traditional significance of customer knowledge in the field of marketing, there is an unexplored question of to what extent a KIBS firm needs to have customer knowledge integrative activities. This study empirically identifies that a KIBS firm requires much effort and time for customer knowledge integrative activity to develop a new custom product, while there were different properties and contents of customer knowledge integrative activity at each stage of a new custom product development process. It also identifies that the degree of customer knowledge integrative activity depends on the degree of complexity of a customer product, while the degree of prior customer knowledge in a KIBS firm can reverse influence the degree of customer knowledge integrative activity. Finally, this study further explores two factors which can influence customer knowledge integrative activity: the range of customers and product characteristics.
  Keywords: KIBS firm; customer knowledge; customer knowledge integrative activity; new custom product development process.
  
  

Special Issue on: “Big Data Management in the Cloud”

• Striving to make better decision quicker in cloud: big data event trading in high frequency trading perspective  
  by Arodh Karn, Niranjan Sapkota 
  Abstract: In the world of big data, cloud computing in trading and rapid development in computing hardware and software; cloud computing and high frequency trading (HFT) unconditionally turn to be tightly related as the way market is changing rapidly. We find the practicability of event trading strategy of HFT in Finnish stock market based on auto regressive empirical test and comparative ratios insinuating the impression on positive recovers of event trading. A specialized version of cloud trading system is then architected after discovering and exploring the feasibility of HFT in event based trading in Finnish stock market so that afresh get going HFT firms who are speculating what tact to exercise with what holding period and not capable to get micro second favors of news feed earlier than their adversaries; can practice this discipline and the proposed cloud trading architect for alpha generation.
  Keywords: high frequency trading; event trading; limit order book; big data; cloud architect.
  
  
• SDPBDVC: Secure Data Processing on Big Data using Visual Cryptography  
  by N. Jeyanthi, K. Brindha 
  Abstract: The rapid and vast deployment of modern technologies such as iPhone, laptops, digital watch, social network, Internet has resulted in handling of an enormous amount of data in our day to-day life. Since the data storage has increased abundantly, the issues related to the techniques to retrieve the relevant information and protect the huge quantity of data are to be focused upon efficiently. However various organizations and IT industries dealing with big data are faced with many security risks in the storage and processing of data. Hence protecting the big data is challenging task for the researchers. MapReduce is an efficient tool for processing large volume of data in a distributed environment. Security and secrecy of data are vital concerns while processing data carried out in MapReduce. In this article, the proposed SDPBDVC (Secure Data Processing on Big Data using Visual Cryptography) technique ensures the protection of sensitive information by applying the Visual Cryptography technique and the processing done only by authorized entities
  Keywords: MapReduce; Cloud Computing; Security; Visual Cryptography.
  
  
• A Novel Approach for Improving Data Locality of MapReduce Applications in Cloud Environment through Intelligent Data Placement  
  by Shabeera T P, Madhu Kumar S D 
  Abstract: In this world of big data, hosting storage and analytics as cloud service is extremely relevant. In multi-user environments, there are chances for load imbalance during data placement. MapReduce like frameworks move computation towards data. However, because of load imbalance, some nodes cannot start computation on the node on which data is stored and may be compelled to start computation on some other nodes. This results in deteriorating data locality. In this case, data have to be copied to the computing node. This data transfer increases the job completion time. This paper proposes a data placement policy for clouds in which the data and virtual machines are colocated in the same set of physical servers. The physical servers in the cloud are grouped into partitions created using the minimum spanning tree. Experimental results show that this proposal improves node utilization and reduces execution time over default placement in the cloud environment.
  Keywords: Cloud Computing; Big Data; MapReduce; Data Locality.
  
  

Special Issue on: LISS16-SIM Service Innovation and Management for Logistics and Supply Chains

• Research on Risk Control of Vehicle Dynamic Logistics Alliance Based on SD and Evolutionary Game Model  
  by Mingbao Wang, Zhiping Du, Hong Duan 
  Abstract: Based on the evolutionary game theory and system dynamics theory, this paper analyzes the characteristics of vehicle logistics supply chain and vehicle dynamic logistics alliance system and the dynamic characteristics of system risk control, analyzes the internal risk control of vehicle dynamic logistics alliance. The evolutionary game model of two game agents under bounded rationality is established by taking the dynamic logistics alliance of two members as the research object. And uses the system dynamics theory, transforms the vehicle dynamic logistics alliance evolution game model into the system dynamics model. The model was simulated by Vensim software. Combined with the characteristics and advantages of the two methods to analyze what factors will promote cooperation between the two sides, what factors tend to make both sides appear egoistic breach of contract and thus affect the cooperation, what will trigger the situation of default. So as to provide reasonable suggestions for risk control of vehicle dynamic logistics alliance.
  Keywords: Vehicle logistics alliance; system dynamics; evolutionary game theory; risk control.
  
  

Special Issue on: ICCM 2016 Computers and Management

• Multi-Depot Vehicle Routing Problem Based on Customer Satisfaction  
  by Sonu Rajak, P. Parthiban, R. Dhanalakshmi 
  Abstract: Nowadays, meeting the customers demands in the shortest time and least cost is the most challenging task of maintaining any supply chain. Vehicle Routing Problem (VRP) plays an important role in the logistics. In typical VRP, customers are used to serving as a single depot, but in real-life single depot will not be sufficient to meet the customers demand or customers satisfaction. In this context, this article presents the Multi-Depot Vehicle Routing Problem based on Customers Satisfaction (MDVRPCS). Since MDVRPCS is an NP-hard problem so, Ant Colony Optimization (ACO) has been proposed to solve the MDVRPCS. The proposed algorithms have two phases. The first Phase involves clustering the nodes into a desired number of groups. This has been done by using K-means clustering algorithm. The second Phase involves optimization of routes for each cluster. This is achieved by using ACO. The proposed algorithm has been tested for wellknow problem instances from the literature. The results show that the algorithm is capable of obtaining good optimal solutions.
  Keywords: Vehicle Routing Problem; Combinatorial Optimization; K-Means Clustering Algorithm; Ant Colony Optimization; Customers Satisfaction; Fuzzy Time Windows.
  
  
• Energy-Efficient Fairness-Aware Memory Access Scheduling  
  by Aastha Modgil, Vivek Sehgal, Nitin Chanderwal 
  Abstract: In a chip multiprocessor (CMP) major resource that is being shared among multiple cores is main memory as it is responsible for storing data structures needed for execution of a program. Chip multiprocessor system enables multiple threads to run simultaneously on a chip. Diverse threads running simultaneously on same chip may compete with each other for resources. Because of interference among threads, each thread can experience extremely different memory system performance. If interference among threads is not controlled, then one thread can experience extreme starvation or slowdown while another is unfairly prioritized. Performance, power consumption and capacity are three major factors that affect the design of a memory system. By efficiently reordering concurrent memory requests, power consumption and performance can be improved. Intelligent reordering of memory accesses reduce the number of operations to be performed thereby resulting in decreased average latency and power consumption. This work proposes a memory access scheduler, Energy-Efficient Fairness-Aware Memory Access Scheduling (EEFA) that provides each thread equal opportunity to access memory banks by prioritizing requests generated from reorder buffer head thus ensuring thread fairness. The scheduler exploits bank level parallelism by pre-issuing issuable read commands during drain-write mode. Also, proposed scheduler prioritizes row buffer hit requests, hence reduces average access latency and power consumption. The authors show that Energy-Efficient Fairness-Aware Memory Access Scheduling significantly reduces unfairness among threads and energy consumption in DRAM memory system while also improving performance.
  Keywords: DRAM; Energy Efficiency; Thread Fairness; Bank Level Parallelism; Row Buffer Hit; Memory Access Scheduling; Chip Multiprocessor.
  
  

Special Issue on: ICSS 2017 Services Design and Innovation and Serviceology

• A User Preference Awareness K-Neighbor Optimized Selection Algorithm: Modeling and Implementation  
  by Mingjun Xin, Wenfei Liang, Weimin Li 
  Abstract: With the development of the massive amount of Web services, the popular research area is involved with the solution to select the required services according to the personal preference for different users. To solve these urgent problems, a user preference awareness k-neighbor optimized selection algorithm is proposed and designed in this paper. Initially, the potential interest of the user is explored and clustered by using association rules method of data mining technology. At the same time, an expanded LDA model is used to analyze the influence on user preference calculation for different types of services caused from the functional attributes of Web services. Furthermore, the user preference matrix is constructed for service selection in this paper. To improve the accuracy of the service selection result, the ant colony algorithm is modified to optimize the service selection process of K-neighbors in traditional collaborative filtering, while the missing data in the user preference matrix is predicted. Finally, the Web services with personalized user preference are selected for the target user. The experiment shows that our proposed method leads to a higher accuracy and coverage than the traditional Web service selection methods based on the real service set, which is collected from the Programmable Web site under SOA environment.
  Keywords: association rules; collaborative filtering; ant colony optimized algorithm; service selection.
  
  
• Service Recommendation using Conditional Restricted Boltzmann Machines  
  by Tianyang Li, Ting He, Zhongjie Wang 
  Abstract: We propose methods based on the Conditional Restricted Boltzmann Machine (CRBM) for the service recommendation. First, we construct a CRBM model, the individualized characteristics of customers and indexes of satisfaction have been encoded into its conditional units, and the using status of services has been encoded into its visible units. Next, a method for dynamically adjusting learning rates is proposed to improve the training process of the CRBM. Finally, we develop a neighborhood-based approach to further boost recommendation results. The evaluation on a dataset extracted from a manufacturing company, validates that the above-proposed methods have highly practical relevance to the service recommendation problem in real world business.
  Keywords: Service recommendation; the Conditional Restricted Boltzmann Machine (CRBM); service; Restricted Boltzmann Machine (RBM); learning rate;.
  
  
• An Optimal Selection Method of Model Transformation Rules based on Clustering  
  by Li Jin, Bai Yu, Cheng Xuhong 
  Abstract: Model transformation methods tend to create many transformation rules, but there is still some redundancy among these transformation rules. Therefore, how to obtain effective transformation rules has become an unsolved important problem. However, current model transformation methods do not focus on these rules. Therefore, we propose a clustering-based method for the selection of transformation rules. The main idea is to classify the target model elements, transform the rules of each class, and finally obtain the appropriate conversion rules via the post-clustering conversion rules. We also present an algorithm to automatically validate the optimal selection of model transformation rules. A motivating example is presented to illustrate our approach. Furthermore, the comparison experiments of these algorithms are conducted, which have proved the effectiveness of the optimal selection method.
  Keywords: model transformation rule; cluster; optimal selection.
  
  
• Mining resource service sequences based on similarity for collaborative tasks  
  by Haibo Li, Yingchuan Sun 
  Abstract: To improve the efficiency of selection of resource services and collaboration among them, the business link between resource services is essential for collaborative tasks. Service flow can better describe the business relationship between resource services. Although a workflow model can describe the relationship of resource service sequences (RSSs), it describes the static relationship between resource services and does not reflect the frequency of RSSs in real business. A method of mining frequent RSSs is proposed. First, by analyzing the task-relevance that exists between resource services, an equation is presented to calculate the distances between resource services. Next, for an RSS, the similarities of resource services are measured by the equation to resolve the set of frequent resource service sub-sequences. Finally, an evaluation method of frequent subsequences is proposed. The result of the experiment proves the proposed approach is valid.
  Keywords: collaborative tasks; resource service sequence; mining.
  
  
• A Multi-modal Health Data Fusion and Analysis Method Based on Body Sensor Network  
  by Lei Wang, Yibo CHEN, Zhenying ZHAO, Lingxiao ZHAO, Jin LI, Cuimin LI 
  Abstract: As an important branch of wireless sensor network (WSN) in biomedical field, body sensor network (BSN) could remotely monitor a variety of human health data in real time by means of energy-saving and high-accuracy sensor technology, and the sensitive data related to personal privacy should be protected in the process of data transmission.. In this paper, we study a multi-modal health data fusion and analysis method based on the data collected in BSN, in which we design a networking for BSN including Holter sensor, blood pressure sensor and oxygen saturation sensor, and propose a method of myocardial ischemia monitoring and identification based on Bayesian network model and reasoning algorithm. Single-modal Holter monitoring and multi-modal health monitoring were performed on 60 patients with confirmed heart disease, and it was proved that the proposed multi-modal health data fusion and analysis method could effectively improve the detection rate of asymptomatic myocardial ischemia and provide a new auxiliary judgment method for clinical application. Aiming at the requirement of privacy preserving in the data fusion process of wireless body sensor network, a new SMART-RR algorithm is proposed in which an unequal time interval and repetitive data reduction joined factor data fusion strategy is embedded in the algorithm using the characteristics that human health data is cycle repeatability and redundancy. Simulation results show that the SMART-RR is an energy-saving privacy preserving data fusion algorithm with small data communications, high privacy protection and accuracy, and has certain application value in human health signs oriented data acquisition of wireless body sensor network domain.
  Keywords: body sensor network; multi-modal; data fusion; privacy preserving; healthcare service.
  
  
• The QoS Analysis of Web Services Composition Based on Jackson Queuing Network  
  by Hao Wang, Jianmao Xiao, Hao Long, Leyue Wang 
  Abstract: With the popularity of distributed computingrnand mobile Internet, services composition has become a hotrnresearch in the field of service computing. The QoS of webrnservices composition organized by BPEL is determined by therninternal structure , the probability distribution in the variables-rnvalue of BPEL process and the external factors such as thernhardware and software processing capabilities of web servers,rnthe load of web servers. At present, the generalized Petri nets,rnqueuing Petri nets, Markov processes and stochastic processrnalgebra model which are widely used can not have a compre-rnhensive analysis in obtaining the actual performance of webrnservices composition in Internet environment. In this paper, arnset of mapping rules are established to transform the internalrnand external factors which have impacts on the QoS of webrnservices composition into Jackson queuing network, meanwhile,rna set of performance indexes and their formula are given. Basedrnon these performance indexes, we comprehensively analyzernthe performance of web services composition and locate thernbottleneck of web services composition when the internal andrnexternal factors are changed, so that the performance of webrnservices composition can be predicted before its deployment.
  Keywords: Distributed computing; BPEL; QoS; Web servicesrncomposition; Jackson queuing networks.
  
  
• Finding Service Compositions in Complex Home Care Service Network  
  by Qi Wang, Dianhui Chu 
  Abstract: With the development of pension service industry, there have been numerous home care services. The demands of the elderly are becoming increasingly complex and a single service is difficult to meet the demands of the elderly, so home care service composition becomes particularly important. According to the home care service features, this paper builds a complex network model with home care services as nodes and relationship between services as edges. Then the search strategies are used to search in the complex network to obtain service composition. This method can find high quality service composition which meets the complex demands of the elderly.
  Keywords: home care service; complex network; service composition; search strategy.
  
  
• Application Study on Image Recognition Algorithm in Visual Service of Deaf Mute under Complex Environment  
  by Xiaoyi Yang, Qian Wu, Xinmei Deng 
  Abstract: In order to benefit the disadvantaged deaf people and eliminate the communication disorder between the hearing and deaf mute to get harmony and symbiosis really, the visual identification and service research of deaf people has been paid more and more attention by experts and scholars. the paper presented an improved ALBP(Advanced Local Binary Pattern) algorithm for face feature recognition. Aimed at being not ideal in recognition effect resulted in ignoring the contrast between the local image in traditional face feature recognition algorithm and discarding some important texture feature information, it first made the illumination normalization preprocessing of face images under different illumination conditions to control the illumination changes in a certain range, then the improved LBP(Local Binary Pattern) algorithm is used to map the contrast value of the local area pixels into an interval value, so that it made the image own the illumination invariance, thereupon then it could better identify the face features. The experimental results show that the presented ALBP algorithm can be better applied to the visual service system of the deaf.
  Keywords: disadvantaged people; visual service system; deaf people; communication disorder; ALBP algorithm; face recognition; feature recognition algorithm; texture feature; feature information; image process; illumination normalization; illumination invariance.
  
  
• Research and Application of Ambient Air Quality Monitoring Service Based on Data Fusion  
  by Jingang Li, Ting He 
  Abstract: Requirement of air quality has become higher with the living standard development and population increase. Therefore, establish the efficient ambient air data detection and fusion service system based on wireless sensor network and device cloud will be more convenient for searching existent problems that can figure them out with benefit living and leave away from the damage of air pollution. Moreover, in order to improve the accuracy and reliability of multi-source heterogeneous data in collection process according to the analysis of the limitations and the features of data collected, a proper data fusion approach based on extended Dempster-Shafer theory is proposed to expose the faulty information of sensor nodes for monitoring service. Results validate that the service can effectively improve the ability in terms of flexibility and extensibility, decrease the inherent uncertainty of the signal detection and reduce the decision making risk.
  Keywords: monitoring service; device cloud; wireless sensor network; data fusion.
  
  
• Customer Satisfaction-Oriented After-sales Service Node Analysis for Home Appliance Enterprise  
  by Taiqi Wang, Ting He, Yanjiang Cheng 
  Abstract: After-sales service plays an increasingly vital role in home appliance enterprises. Current research related to after-sales service for home appliance mainly focuses on qualitative analysis while not paying more attention to quantitative analysis. In addition, the importance of each node should be distinguished. To solve the two issues, a customer satisfaction-oriented after-sales service index system which can evaluate the quality of after-sales service nodes is presented based on customer satisfaction framework, and the key indexes with crucial influences on customer satisfaction are selected by association rule algorithm. The significance test verifies the effectiveness of the mining results. Besides, the importance of each key node is analyzed by random forest. Furthermore, the quantitative analysis of the key nodes is performed by multiple linear regression, and the moderating effect of consumption level is verified. Finally, Kano theory and prospect theory are employed to explain the results, and optimization strategies are put forward.
  Keywords: After-sales service for home appliance; Customer satisfaction; Index system; Key nodes.
  
  
• Pattern-based Service Composition for User Satisfaction and Service Revenue  
  by Hanchuan Xu, Yaou Zhuang, Hao Gu, Xiaofei Xu, Yuxin Zhang 
  Abstract: Service composition is an effective means of building profit-added service in service-oriented computing environment. Most of current research neglects characteristics of domain business as well as successful domain experiences, so optimization performance cannot be further improved in specific service context. Firstly, the concept of service pattern is proposed to describe the knowledge extracted from previous composite solutions in domain business. Both service patterns and related advantageous services are pre-computed and organized, so that they can be reused in optimization of service composition. Then a pattern-based bi-objective service composition method whose objective is to obtain a service solution for maximization of user satisfaction and service revenue quickly is presented. Experimental results show the effectiveness and advantages of the proposed approach.
  Keywords: service composition; service pattern; bi-objective; user satisfaction; service revenue; artificial bee colony algorithm.
  
  

Special Issue on: ICMC 2016 Reframing to Leverage New Opportunities in Advanced Services economy

• THE BOMBAY STOCK EXCHANGE SENSEX AND FOREIGN INSTITUTIONAL INVESTMENT IN INDIA: ANALYSIS  
  by Pooja Misra, Ankit Yadav, Arpit Kumar Parhi 
  Abstract: With liberalization and privatization in 1991, foreign institutional investors (FIIs)were allowed to make investments in Indian securities from 1992 onwards. Today, India offers higher growth rates than many a developed economies and the same has helped it gain favor amongst investors as a foreign investment destination. According to a poll conducted by Bank of AmericaMerill Lynch (Bofa-ML) during 2015, India was voted as the most favorite global equity market for investors at 43%. On the other hand, although FII investments have grown steadily since liberalization, Standard & Poor Bombay Stock Exchange (BSE) SENSEX has been highly volatile. Keeping in mind, a volatile S&P BSE SENSEX the research aims to understand the impact of FIIs money flow into India and whether Foreign Institutional Investments have a role to play in accelerating the growth rate of the index, i.e. the research was undertaken to determine if there exists any correlation between BSE SENSEX and net Foreign Institutional Investments as well as the strength of the relationship, if any, taking India as a case example.
  Keywords: Foreign Institutional Investment; BSE SENSEX.
  
  
• Top Managements Sensemaking as a Strategic Practice: The Case of Private Organisations as Strategic Actors in Finnish Healthcare Changes  
  by Maarit Lammassaari, Esa Hiltunen, Hanna Lehtimaki 
  Abstract: The purpose of this study is to examine top managements sensemaking as a strategy practice. Building on the sensemaking perspective (Balogun, et al., 2014; Weick, 1995), this research proposes that top managements sensemaking both enables and constrains strategizing. This empirical analysis of a key informant interview and publicly available materials examines the sensemaking that constructs the role of the private healthcare service industry in Finland. This in-depth analysis of sensemaking in top management contributes to the literature on sensemaking in strategic management by adding empirical evidence on the role of language in strategy making.
  Keywords: Top management; sensemaking; strategy practice; healthcare; case study; strategy language.
  
  
• Punjab National Bank: Implementing Core banking Solution  
  by Bala Krishnamoorthy, Archana Shivkumar 
  Abstract: This case study narrates Punjab National Banks (PNB) journey from a computerized bank to a Core Banking Solution (CBS) operated bank. It provides a brief background on the banks vision for achieving long-term growth followed by a short introduction to the concept of CBS. This case study explores PNBs CBS implementation process in detail and provides a road map for other banks to replicate the CBS system. The case further analyzes the competitive advantages especially the first mover advantage gained by PNB due to CBS, and impact of CBS on its market value. The comparative advantages gained by PNB due to CBS and its impeccable contribution towards human resource management (HRM), business diversification, and financial inclusions have been analyzed. The case identifies potential challenges likely to be encountered by PNB in the future with respect to maintenance of CBS systems.
  Keywords: Core banking solution; CBS implementation phases; first-mover advantage; comparative performance; market value; business diversification; financial inclusion.