International Journal of Services Technology and Management (10 papers in press)

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.
  
  
• Is Time-Constrained Promotion Actually Effective? The Moderating Role of Price Discounts and Previous Online Consumption Experience  
  by Jingbo Shao, Feisi Yao, Min Xie 
  Abstract: At present, time-constrained promotion is highly prevalent. However, it is not always as effective as it seems. We propose that contextual factors, including time constraints, price discounts and product price levels, as well as individual differences, such as previous online consumption experience, all have an impact on consumer purchase intentions. Specifically, time constraints influence consumer purchase intentions, and this effect is moderated by consumers previous online consumption experience. Additionally, consumer perceived value mediates the relationship between time constraints and purchase intentions, and price discounts moderate the first stage of this effect. Meanwhile, product price levels moderate both the main effect and the two interaction effects. Through two studies, we select one low-price-level product and one high-price-level product to test our hypotheses. Study 1 finds that for low-price-level products, rich previous online consumption experience weakens the impact of time constraints on purchase intentions. Additionally, implementing an overly deep price discount on low-price-level goods under time constraints causes consumers to perceive the product as a low-value product. Accordingly, in this situation, consumers may not want to purchase. Study 2 reveals that for high-price-level products, time constraints exert a stronger effect on consumer willingness to buy for consumers with abundant previous online consumption experience. In addition, time constraints accompanied by high price discounts make the product more attractive to consumers. For that good, they may enjoy high perceived value, and ultimately, their purchase intentions will be boosted. Academic and practical implications are discussed.
  Keywords: time-constrained promotion; time constraints; price discounts; consumers’ previous consumption experience; consumer perceived value; purchase intentions.
  
  
• Service Development Process: An integrated perspective in developing a service process for e-commerce  
  by Sachin Jadhav, Pratul Kalita 
  Abstract: The prime inspiration of this study is strategic selection and integration of design methods for a service development process. Technological advancement and competitive business environments increased the selling of products and services over the internet. Thus, it is essential to build up knowledge of design-led approaches for academic and business organizers. Also, to develop a service process for obtaining new customer value and service innovation, a multi-perspective approach is required. Only a few existing researchers discussed this topic in the field of e-commerce. Aiming to bridge the gap, strategic management and engineering, design thinking, service design, and information system were adapted for developing a service process model in e-commerce. The proposed service development process model includes three phases, namely, the input phase, intermediate phase, and output phase. A practical case of domestic plumbing services in e-commerce was considered to demonstrate the effectiveness of the proposed service development process model. This study helps service providers, designers, developers, and project managers for developing service processes in e-commerce.
  Keywords: service development process; design thinking; design management; e-commerce; domestic plumbing.
  
  
• Decision Support or Decision Making? The Critical Decision Roles of IS in Autonomous Vehicles  
  by Yu-Ju Tu, Shari Shang, Junyi Wu 
  Abstract: The era of autonomous vehicles has arrived. However, the relationship between information systems (IS) and the driving decisions of autonomous vehicles remains unclear. What decision roles do IS serve in driving autonomous vehicles? How do these roles influence the driving-decision quality of autonomous vehicles? To address this gap, we profile three major decision roles of IS in autonomous vehicles: decision maker, decision supporter, and decision operator. Our profiling is based on a process-oriented viewpoint that integrates several classical decision theories. We utilize a computational simulation and experiment approach to explore and compare the possible effects of IS roles on the decision quality of autonomous vehicles. Our main findings suggest that each IS role has its distinctive strengths and weaknesses because no single role can consistently dominate the others in generating the best decision quality.
  Keywords: autonomous vehicles; driving decision; decision quality; information systems.
  
  
• Predicting a Model of Agile Supply Chain in the Service Provider Enterprises by Factor Analysis Method and Fuzzy Cognitive Map  
  by Roxana Fekri, Mehdi Ahmadi 
  Abstract: Organizations nowadays, face high competition and turbulent environment which have been intensified due to the technology innovations and changing needs of the customers. In such circumstances, the fastest way to adapt is being agile. The service provider organizations are not excluded from this rule. In this paper, with the purpose of predicting a conceptual model of the agile supply chain in the service provider enterprises, an extensive study was conducted in the literature and the factors affecting agility of the supply chain in the service provider organizations are identified. Then, the importance of each factor is examined through 100 questionnaires responded by the experts in the Iranian service providing enterprises. The eleven critical successfactors were derived from the exploratory factor analysis technique and finally, the causal relationships among these factors is studied by fuzzy cognitive mapping method and the conceptual model is explored. This model can help the service provider managers to make appropriate decisions based on the causal relationships between the critical success factors of agile supply chains to response more rapidly than their market competitors to the environmental turbulence.
  Keywords: Agility; Service Supply chain management; Fuzzy Cognitive mapping; Critical success factors; Service provider enterprise.
  DOI: 10.1504/IJSTM.2022.10053648
   
  
• Information Technology Governance in the Government Public Sector: a systematic mapping of the scientific production  
  by Aline Sengik, Guilherme Lunardi 
  Abstract: The technological dependence and the increase of investments made in IT by the public sector have become IT Governance (ITG) a necessity for these organizations to increase their public value. So, based on a Systematic Literature Review, we aimed to map the research carried out on ITG in the government public sector. A total of 48 articles published in the databases Scopus and Web of Science comprise this studys portfolio. The results showed that the topic has gained relevance, especially in recent years, evidencing it as a research area in development and with opportunities for application in different organizations linked to the public area. Four themes stood out in the analyzed studies: ITG mechanisms, critical success factors, ITG models, and ITG focus areas. In addition, we provide information to guide a future research agenda on ITG in the public sector, thus expanding the existing body of knowledge on the topic.
  Keywords: IT Governance; Public Sector; Systematic Mapping; Government.
  
  
• An analysis of the research trends and collaboration strategy of university and industry on digital twin technology  
  by Sang Young Park, Su Sung Kim, Sungjoo Lee 
  Abstract: The rapid transition to digitalize of all processes in the manufacturing field has promoted the introduction of new manufacturing technologies. However, few have focused on how to create synergies in R&D through universityindustry collaboration (UIC) in the relevant fields. To fill the research void, in this study, we analyzed the research trends of industry and university with a focus on the technological field of digital twins (DTs), which has recently attracted attention, and we explored partner selection for effective UIC strategies in the field. The results suggest that the university focuses on intelligent production systems using AI technology, whereas the industry focuses on industrial digitalization platforms for condition monitoring and predictive maintenance. The methodology proposed in this study can be applied to other industrial fields that require the UIC strategy. The research findings provide useful guidelines concerning UIC for industry practitioners and academic researchers in DTs.
  Keywords: digital twin; university–industry collaboration; type of collaboration; text mining; bibliometric analysis; portfolio analysis.
  
  
• Design Options for Smart Services in Energy Communities: a Multicriteria Mapping Analysis among Stakeholders  
  by Julio Viana, Rainer Alt, Olaf Reinhold 
  Abstract: The deregulation of energy markets in many countries has stimulated the development of energy communities. Members of these communities generate and trade energy in the general market. In addition to pursuing financial goals, they aim to achieve positive environmental and social effects. Despite the recent surge in such communities, they often lack resources and depend on subsidies to compete with traditional energy providers. New technologies could support these communities with optimizing their production and consumption, providing smart services and increasing their competitiveness. By applying the multicriteria mapping (MCM) method to data collected in focus group discussions and interviews with experts, this study explored the poten-tial of technologies and their prioritization for the adoption of smart services by energy communities. The study proposes an overall ranking of smart options based on four stakeholder perspectives and on opposing views and uncertainties. The results provide insights into the potential of each option for the design of innovative information systems for energy communities.
  Keywords: Smart Energy Communities; Multi-criteria Mapping; Technology Analysis; Smart Energy Services; Service Ranking.
  
  
• The effect of leadership and organizational culture on organizational innovation  
  by Ruzlin Akter, Shashiprabha Rathnayaka, Zahra Ahmadi 
  Abstract: Abstract Purpose The purpose of the study is to explore the impact of company leadership and organizational culture in the development of organizational innovation. Design/methodology/approach The qualitative approach is applied via 12 interviews from six different organizations, encompassing both service providers and product manufacturers, in the countries of Sweden and Sri Lanka. Findings Leadership and organizational culture together influence the development of innovation. The findings suggest that process- and job-oriented culture, as well as transactional leadership, have both positive and negative impacts in developing innovation. Result-oriented, employee-oriented, pragmatic culture and an open system, together with transformational leadership, are found to be more effective. Research limitations/implications This study was limited to six organizations, specific industries and national cultures. Researchers could explore in depth to identify which factors particularly lead to the failure or success of innovativeness in a particular industry, through comparing national cultures. Practical implications This study helps managers decide how to serve best within the organizational and national culture, while learning about the influential result of the culture and leadership on innovation. With the aid of this study, organizations will be able to identify factors that may help them to be innovative and competitive in the market. Originality This study highlights the importance of leadership and organizational cultures effect on an organization's innovation, as well as showing how it improves the companies ability to both meet consumer expectations and contribute to their national economy. Keywords: well-being, organizational culture, transactional, transformative, leadership, innovation
  Keywords: well-being; organizational culture; transactional; transformative; leadership; innovation.
  
  

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.