Pub Date : 2023-04-05DOI: 10.1080/14783363.2023.2198121
Liang Ma, Xin Zhang, Feifei Hao, Shenghui Liu
One of the most challenging issues confronting shared bicycle managers is how to improve users’ intentions for continued use. This paper presents a research model to investigate how perceived price fairness and service quality influence shared bicycle users’ intentions for continued use. Using structural equation modelling analysis of 760 shared bicycle users’ data in China, the results showed that: (1) Users’ perception of the fairness of shared bicycle prices has the greatest impact on users’ perception of green value, followed by users’ perception of functional value and users’ perception of hedonic value. (2) The service quality of bicycle-sharing operators has the greatest impact on users’ perception of social value, followed by users’ perception of hedonic value and users’ perception of green value. (3) Users’ perception of green value has the greatest impact on users’ intentions for continued use of a shared bicycle, followed by users’ hedonic value perception, users’ functional value perception, and users’ social value perception. (4) There are significant differences between high price-sensitivity users and low price-sensitivity users in the process of forming intentions for the continued use of shared bicycles.
{"title":"Service quality, perceived price fairness, and users’ continuous usage intentions regarding shared bike service","authors":"Liang Ma, Xin Zhang, Feifei Hao, Shenghui Liu","doi":"10.1080/14783363.2023.2198121","DOIUrl":"https://doi.org/10.1080/14783363.2023.2198121","url":null,"abstract":"One of the most challenging issues confronting shared bicycle managers is how to improve users’ intentions for continued use. This paper presents a research model to investigate how perceived price fairness and service quality influence shared bicycle users’ intentions for continued use. Using structural equation modelling analysis of 760 shared bicycle users’ data in China, the results showed that: (1) Users’ perception of the fairness of shared bicycle prices has the greatest impact on users’ perception of green value, followed by users’ perception of functional value and users’ perception of hedonic value. (2) The service quality of bicycle-sharing operators has the greatest impact on users’ perception of social value, followed by users’ perception of hedonic value and users’ perception of green value. (3) Users’ perception of green value has the greatest impact on users’ intentions for continued use of a shared bicycle, followed by users’ hedonic value perception, users’ functional value perception, and users’ social value perception. (4) There are significant differences between high price-sensitivity users and low price-sensitivity users in the process of forming intentions for the continued use of shared bicycles.","PeriodicalId":23149,"journal":{"name":"Total Quality Management & Business Excellence","volume":"65 2 1","pages":"1682 - 1702"},"PeriodicalIF":3.9,"publicationDate":"2023-04-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"80879311","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-03-29DOI: 10.1080/14783363.2023.2191844
André M. Carvalho, P. Sampaio, E. Rebentisch, H. McManus, J. Carvalho, P. Saraiva
Operational Excellence (OpEx) is understood by the quest to continuously improve performance. While used by organizations worldwide, the capacity of OpEx programmes to make organizations successful in unstable business environments has been challenged. This article aims to answer the research question of what the nature of the relationship between OpEx and Organizational Agility truly is. The authors have previously proposed a theoretical framework supporting the link between Operational Excellence, Organizational Culture, and Organizational Agility. While built on a strong conceptual background, this framework lacked empirical validation. Following the conclusion of ten industrial case studies, this article provides a summary of the key findings obtained in each case and integrates them into an updated conceptual model. As key findings, this study shows how Operational Excellence enablers and cultural orientation have an important role in the development and scaling up of Organizational Agility capabilities, highlighting how different contexts may influence these dynamics. This article offers a better understanding of the balance needed to maintain high operational performance levels while dealing with change. It connects and upholds the importance of Organizational Agility and of the cultural paradigm in the management of Quality in technical and technological organizations.
{"title":"Operational excellence, organizational culture, and agility: bridging the gap between quality and adaptability","authors":"André M. Carvalho, P. Sampaio, E. Rebentisch, H. McManus, J. Carvalho, P. Saraiva","doi":"10.1080/14783363.2023.2191844","DOIUrl":"https://doi.org/10.1080/14783363.2023.2191844","url":null,"abstract":"Operational Excellence (OpEx) is understood by the quest to continuously improve performance. While used by organizations worldwide, the capacity of OpEx programmes to make organizations successful in unstable business environments has been challenged. This article aims to answer the research question of what the nature of the relationship between OpEx and Organizational Agility truly is. The authors have previously proposed a theoretical framework supporting the link between Operational Excellence, Organizational Culture, and Organizational Agility. While built on a strong conceptual background, this framework lacked empirical validation. Following the conclusion of ten industrial case studies, this article provides a summary of the key findings obtained in each case and integrates them into an updated conceptual model. As key findings, this study shows how Operational Excellence enablers and cultural orientation have an important role in the development and scaling up of Organizational Agility capabilities, highlighting how different contexts may influence these dynamics. This article offers a better understanding of the balance needed to maintain high operational performance levels while dealing with change. It connects and upholds the importance of Organizational Agility and of the cultural paradigm in the management of Quality in technical and technological organizations.","PeriodicalId":23149,"journal":{"name":"Total Quality Management & Business Excellence","volume":"601 1","pages":"1598 - 1628"},"PeriodicalIF":3.9,"publicationDate":"2023-03-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"87212353","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-03-29DOI: 10.1080/14783363.2023.2194524
N. Markatos, Alireza Mousavi
Maintaining high-quality standards has consistently been the main goal of industries. With rising demand and customisation, industries must strike a balance between cost, manufacturing time, and quality. The technological advancements of Industry 4.0 have allowed the implementation of accurate quality prediction frameworks in the manufacturing lines. For quality prediction in manufacturing, machine learning, and artificial intelligence offer several benefits, but there are also a number of limitations that must be taken into consideration. The current study aims to highlight the aforementioned benefits and drawbacks. To do this, a literature review on the area of quality prediction and monitoring in Industry 4.0 manufacturing lines is conducted. The results demonstrate that the merits of the reviewed methods are many but six significant drawbacks must be accounted for the successful implementation of the studied quality prediction frameworks. The current study can serve as a ‘map’ for production managers in industries as well as experts in the field of manufacturing as they weigh the benefits and drawbacks of popular quality prediction models, as it provides information needed to determine to what extent these methods can be applied to new or existing manufacturing lines.
{"title":"Manufacturing quality assessment in the industry 4.0 era: a review","authors":"N. Markatos, Alireza Mousavi","doi":"10.1080/14783363.2023.2194524","DOIUrl":"https://doi.org/10.1080/14783363.2023.2194524","url":null,"abstract":"Maintaining high-quality standards has consistently been the main goal of industries. With rising demand and customisation, industries must strike a balance between cost, manufacturing time, and quality. The technological advancements of Industry 4.0 have allowed the implementation of accurate quality prediction frameworks in the manufacturing lines. For quality prediction in manufacturing, machine learning, and artificial intelligence offer several benefits, but there are also a number of limitations that must be taken into consideration. The current study aims to highlight the aforementioned benefits and drawbacks. To do this, a literature review on the area of quality prediction and monitoring in Industry 4.0 manufacturing lines is conducted. The results demonstrate that the merits of the reviewed methods are many but six significant drawbacks must be accounted for the successful implementation of the studied quality prediction frameworks. The current study can serve as a ‘map’ for production managers in industries as well as experts in the field of manufacturing as they weigh the benefits and drawbacks of popular quality prediction models, as it provides information needed to determine to what extent these methods can be applied to new or existing manufacturing lines.","PeriodicalId":23149,"journal":{"name":"Total Quality Management & Business Excellence","volume":"16 1","pages":"1655 - 1681"},"PeriodicalIF":3.9,"publicationDate":"2023-03-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"85502520","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-03-20DOI: 10.1080/14783363.2023.2190880
Liu Ting, Jiseon Ahn
Given the fierce and rising competition among food franchise brands, the relationship between franchisees and franchisors is critical. This study aims to examine the role of the franchisor-franchisee relationship in the formation of franchisees’ commitment to franchise brands, especially the relative importance of multidimensional relationship constructs (i.e. economic exchange, social exchange, mutual interest, and self-interest) on franchisees’ behaviour. Using 266 data points from U.S. food franchisees, the proposed model was tested with SmartPLS. The results show that social exchange most strongly influences franchisees’ satisfaction with franchise brands, followed by economic exchange and mutual interest. However, perceived self-interest of franchise company does not significantly influence satisfaction. Satisfaction leads both affective and calculative commitment in franchisees. This study contributes to existing literature by structuring our understanding of the varying roles of multidimensional relationships in the franchise context. Franchise companies can benefit from this research through better knowledge of how to manage relationships with franchisees.
{"title":"The impact of economic exchange, social exchange, mutual interest, and self-interest on franchisees’ behaviour","authors":"Liu Ting, Jiseon Ahn","doi":"10.1080/14783363.2023.2190880","DOIUrl":"https://doi.org/10.1080/14783363.2023.2190880","url":null,"abstract":"Given the fierce and rising competition among food franchise brands, the relationship between franchisees and franchisors is critical. This study aims to examine the role of the franchisor-franchisee relationship in the formation of franchisees’ commitment to franchise brands, especially the relative importance of multidimensional relationship constructs (i.e. economic exchange, social exchange, mutual interest, and self-interest) on franchisees’ behaviour. Using 266 data points from U.S. food franchisees, the proposed model was tested with SmartPLS. The results show that social exchange most strongly influences franchisees’ satisfaction with franchise brands, followed by economic exchange and mutual interest. However, perceived self-interest of franchise company does not significantly influence satisfaction. Satisfaction leads both affective and calculative commitment in franchisees. This study contributes to existing literature by structuring our understanding of the varying roles of multidimensional relationships in the franchise context. Franchise companies can benefit from this research through better knowledge of how to manage relationships with franchisees.","PeriodicalId":23149,"journal":{"name":"Total Quality Management & Business Excellence","volume":"6 1","pages":"1579 - 1597"},"PeriodicalIF":3.9,"publicationDate":"2023-03-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"72478530","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-03-16DOI: 10.1080/14783363.2023.2188185
Ruiyang Niu, Lin Chen, Gunaghua Xie, Inayat Khan, Longfeng Zhao
Based on the green credit policy (GCP) of 2012 in China, we examine how banker directors affect GCP’s motivating effect on corporate green innovation. We find that banker directors facilitate the motivating impact of GCP on corporate green innovation. The prompting effect of banker directors is mainly through improving the information asymmetry related to corporate green innovation and monitoring the green credit usage. Banker directors’ positive impact is primarily found in non-state-owned enterprises and firms located in regions with low guanxi culture, strong environmental regulation, and high intellectual property protection. Our research helps to identify the critical role of banker directors. The findings provide some insights for improving the GCP's positive effect on corporate green innovation by stimulating banker directors’ monitoring roles.
{"title":"Green credit policy and corporate green innovation: do banker directors matter?","authors":"Ruiyang Niu, Lin Chen, Gunaghua Xie, Inayat Khan, Longfeng Zhao","doi":"10.1080/14783363.2023.2188185","DOIUrl":"https://doi.org/10.1080/14783363.2023.2188185","url":null,"abstract":"Based on the green credit policy (GCP) of 2012 in China, we examine how banker directors affect GCP’s motivating effect on corporate green innovation. We find that banker directors facilitate the motivating impact of GCP on corporate green innovation. The prompting effect of banker directors is mainly through improving the information asymmetry related to corporate green innovation and monitoring the green credit usage. Banker directors’ positive impact is primarily found in non-state-owned enterprises and firms located in regions with low guanxi culture, strong environmental regulation, and high intellectual property protection. Our research helps to identify the critical role of banker directors. The findings provide some insights for improving the GCP's positive effect on corporate green innovation by stimulating banker directors’ monitoring roles.","PeriodicalId":23149,"journal":{"name":"Total Quality Management & Business Excellence","volume":"1 1","pages":"1553 - 1578"},"PeriodicalIF":3.9,"publicationDate":"2023-03-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"90121030","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-03-06DOI: 10.1080/14783363.2023.2182677
J. Nicholas
This exploratory study investigates daily management (DM), a common phenomenon in healthcare and other organisations that embrace lean philosophy. Although some sources consider DM a critical component in Lean, as a research topic DM has received scant attention. This paper gives an overview of DM – its origins and components – and reviews the literature to explore DM practices in healthcare. It also investigates associations between DM and ‘lean leadership’ (LL), and between DM and the sustainability of Lean. The premise for the study is that DM is a critical component of Lean, more fundamental to lean practice and philosophy than has been acknowledged by scholars. The findings of the study reveal substantial commonality in the DM practices of lean healthcare organizations. They also indicate an association between DM practices with concepts and behaviors associated with LL, and an association between DM practices and critical factors for lean sustainability and long-term success. An implication of the findings is that DM, though formerly overlooked in research, is a critical component to lean success and sustainability. The paper contributes to the literature on Lean by expanding an area somewhat ignored by scholars and offers practical implications and research opportunities for managers and scholars.
{"title":"Lean daily management in healthcare: origins, practices, and associations with lean leadership and lean sustainability","authors":"J. Nicholas","doi":"10.1080/14783363.2023.2182677","DOIUrl":"https://doi.org/10.1080/14783363.2023.2182677","url":null,"abstract":"This exploratory study investigates daily management (DM), a common phenomenon in healthcare and other organisations that embrace lean philosophy. Although some sources consider DM a critical component in Lean, as a research topic DM has received scant attention. This paper gives an overview of DM – its origins and components – and reviews the literature to explore DM practices in healthcare. It also investigates associations between DM and ‘lean leadership’ (LL), and between DM and the sustainability of Lean. The premise for the study is that DM is a critical component of Lean, more fundamental to lean practice and philosophy than has been acknowledged by scholars. The findings of the study reveal substantial commonality in the DM practices of lean healthcare organizations. They also indicate an association between DM practices with concepts and behaviors associated with LL, and an association between DM practices and critical factors for lean sustainability and long-term success. An implication of the findings is that DM, though formerly overlooked in research, is a critical component to lean success and sustainability. The paper contributes to the literature on Lean by expanding an area somewhat ignored by scholars and offers practical implications and research opportunities for managers and scholars.","PeriodicalId":23149,"journal":{"name":"Total Quality Management & Business Excellence","volume":"20 1","pages":"1526 - 1552"},"PeriodicalIF":3.9,"publicationDate":"2023-03-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"85222755","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-02-27DOI: 10.1080/14783363.2023.2182676
Jian Du, Yutong Liu, Ki-Hyun Um, Mingu Kang
This study aims to investigate how manufacturers align supplier development with formal supplier evaluation and information technology (IT) use with suppliers to enhance innovation performance more effectively. By using multi-source data collected from 298 manufacturers worldwide, the current study investigates the proposed hypothesis. The results show that supplier development plays a key role in promoting innovation performance. Further, the findings of this study suggest that formal supplier evaluation strengthens the positive effect of supplier development on innovation performance, while IT use with suppliers does not so. This study extends our understanding of the relationship between supplier management and innovation. Also, it provides valuable insights into how manufacturing companies apply supplier development approaches to enhance innovation performance more effectively.
{"title":"Effect of supplier development on innovation performance: moderating role of supplier evaluation and IT use with suppliers","authors":"Jian Du, Yutong Liu, Ki-Hyun Um, Mingu Kang","doi":"10.1080/14783363.2023.2182676","DOIUrl":"https://doi.org/10.1080/14783363.2023.2182676","url":null,"abstract":"This study aims to investigate how manufacturers align supplier development with formal supplier evaluation and information technology (IT) use with suppliers to enhance innovation performance more effectively. By using multi-source data collected from 298 manufacturers worldwide, the current study investigates the proposed hypothesis. The results show that supplier development plays a key role in promoting innovation performance. Further, the findings of this study suggest that formal supplier evaluation strengthens the positive effect of supplier development on innovation performance, while IT use with suppliers does not so. This study extends our understanding of the relationship between supplier management and innovation. Also, it provides valuable insights into how manufacturing companies apply supplier development approaches to enhance innovation performance more effectively.","PeriodicalId":23149,"journal":{"name":"Total Quality Management & Business Excellence","volume":"139 1","pages":"1508 - 1525"},"PeriodicalIF":3.9,"publicationDate":"2023-02-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"79977884","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-02-27DOI: 10.1080/14783363.2023.2181153
Anrafel de Souza Barbosa, Luiz Bueno da Silva, S. Morioka, Jonhatan Magno Norte da Silva, Vinícius Fernandes de Souza
To foster competitive advantages, many organizations have implemented quality management systems (QMS), environment management systems (EMS) and occupational health and safety management systems (OHSMS) with a predisposition to integrate them. Thus, the objective of this article was to propose a mathematical model capable of measuring the workers’ perception of the impacts of integrated management systems on the organizational performance of a large company. For this, a questionnaire derived from a systematic literature review was applied. For data analysis, Cluster Analysis was used to group the observable variables. Subsequently, Factor Analysis (FA) was performed to determine the factor loads and the percentage of explanation of the items. Finally, it was implemented Structural Equation Modeling (SEM) to measure the confluences between latent and observable variables and validate the theoretical model. The results showed that the items were grouped according to similarity through three dimensions associated with QMS, EMS and OHSMS, and that multidimensional FA explained latent traits in 73%. SEM parameters achieved excellent adjustment rates. The contribution of this study is in the validation of the theoretical structure (SEM) that explains how the Integrated Management System is perceived by workers.
{"title":"Integrated management systems and organizational performance: a multidimensional perspective","authors":"Anrafel de Souza Barbosa, Luiz Bueno da Silva, S. Morioka, Jonhatan Magno Norte da Silva, Vinícius Fernandes de Souza","doi":"10.1080/14783363.2023.2181153","DOIUrl":"https://doi.org/10.1080/14783363.2023.2181153","url":null,"abstract":"To foster competitive advantages, many organizations have implemented quality management systems (QMS), environment management systems (EMS) and occupational health and safety management systems (OHSMS) with a predisposition to integrate them. Thus, the objective of this article was to propose a mathematical model capable of measuring the workers’ perception of the impacts of integrated management systems on the organizational performance of a large company. For this, a questionnaire derived from a systematic literature review was applied. For data analysis, Cluster Analysis was used to group the observable variables. Subsequently, Factor Analysis (FA) was performed to determine the factor loads and the percentage of explanation of the items. Finally, it was implemented Structural Equation Modeling (SEM) to measure the confluences between latent and observable variables and validate the theoretical model. The results showed that the items were grouped according to similarity through three dimensions associated with QMS, EMS and OHSMS, and that multidimensional FA explained latent traits in 73%. SEM parameters achieved excellent adjustment rates. The contribution of this study is in the validation of the theoretical structure (SEM) that explains how the Integrated Management System is perceived by workers.","PeriodicalId":23149,"journal":{"name":"Total Quality Management & Business Excellence","volume":"103 1","pages":"1469 - 1507"},"PeriodicalIF":3.9,"publicationDate":"2023-02-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"88998521","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-02-25DOI: 10.1080/14783363.2023.2178407
Louis Maximilian Ronalter, M. Bernardo
This study explores how integrated management systems (IMS) as business tools relate to organisations’ capability of achieving sustainable development, and what knowledge gaps are still existing. Further, it discusses if IMS is only an antecedent of sustainability, or if there is a vice-versa relationship. Therefore, a systematic literature review (SLR) is performed to provide a summary of existing literature. In addition, an exploratory review adds to the discussion of a vice-versa relationship. The work reveals that the research topic is characterised by multiple constraints, thus demanding more in-detail studies. The proposed research agenda entails eight future research questions directed at unfolding models in practice, producing large-scale and cross-regional empirical analyses, exploring more IMS components, and investigating how IMS helps organisations to incorporate sustainability concepts at the economic level. An overview on the connections between IMS and sustainability has been absent in the literature in such detail. The work implicates that in practice managers should consider implementing IMS for fostering corporate sustainability, and in academia future research should be directed at the identified knowledge gaps. Thereby, the justification of a vice-versa relationship adds a new viewpoint to academics’ understanding of the topic and the formulated research agenda sets the path for future studies.
{"title":"Integrated management systems and sustainability – a review on their relationships","authors":"Louis Maximilian Ronalter, M. Bernardo","doi":"10.1080/14783363.2023.2178407","DOIUrl":"https://doi.org/10.1080/14783363.2023.2178407","url":null,"abstract":"This study explores how integrated management systems (IMS) as business tools relate to organisations’ capability of achieving sustainable development, and what knowledge gaps are still existing. Further, it discusses if IMS is only an antecedent of sustainability, or if there is a vice-versa relationship. Therefore, a systematic literature review (SLR) is performed to provide a summary of existing literature. In addition, an exploratory review adds to the discussion of a vice-versa relationship. The work reveals that the research topic is characterised by multiple constraints, thus demanding more in-detail studies. The proposed research agenda entails eight future research questions directed at unfolding models in practice, producing large-scale and cross-regional empirical analyses, exploring more IMS components, and investigating how IMS helps organisations to incorporate sustainability concepts at the economic level. An overview on the connections between IMS and sustainability has been absent in the literature in such detail. The work implicates that in practice managers should consider implementing IMS for fostering corporate sustainability, and in academia future research should be directed at the identified knowledge gaps. Thereby, the justification of a vice-versa relationship adds a new viewpoint to academics’ understanding of the topic and the formulated research agenda sets the path for future studies.","PeriodicalId":23149,"journal":{"name":"Total Quality Management & Business Excellence","volume":"9 1","pages":"1438 - 1468"},"PeriodicalIF":3.9,"publicationDate":"2023-02-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"84594469","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-02-21DOI: 10.1080/14783363.2023.2177147
F. Barravecchia, L. Mastrogiacomo, F. Franceschini
Nowadays, word of mouth and the Voice-of-Customers have largely left their physical and relational dimension to be replaced by online digital platforms where users can describe their experiences and share them openly. However, the increasing availability of user-generated content, related to the usage of products and services, poses several challenges for research. A key priority is to understand how to use these large amounts of accessible and low-cost data to improve the quality of products and/or services and, consequently, customer satisfaction. The purpose of this paper is to show the potential of digital Voice-of-Customers (digital VoCs) as a source of information to monitor quality over time. The obtained insights may represent a first step towards developing quality tracking tools based on digital VoCs, thereby allowing the evolution of changes in perceived quality to be understood. Some examples accompany the description.
{"title":"Product quality tracking based on digital Voice-of-Customers","authors":"F. Barravecchia, L. Mastrogiacomo, F. Franceschini","doi":"10.1080/14783363.2023.2177147","DOIUrl":"https://doi.org/10.1080/14783363.2023.2177147","url":null,"abstract":"Nowadays, word of mouth and the Voice-of-Customers have largely left their physical and relational dimension to be replaced by online digital platforms where users can describe their experiences and share them openly. However, the increasing availability of user-generated content, related to the usage of products and services, poses several challenges for research. A key priority is to understand how to use these large amounts of accessible and low-cost data to improve the quality of products and/or services and, consequently, customer satisfaction. The purpose of this paper is to show the potential of digital Voice-of-Customers (digital VoCs) as a source of information to monitor quality over time. The obtained insights may represent a first step towards developing quality tracking tools based on digital VoCs, thereby allowing the evolution of changes in perceived quality to be understood. Some examples accompany the description.","PeriodicalId":23149,"journal":{"name":"Total Quality Management & Business Excellence","volume":"75 1","pages":"1386 - 1409"},"PeriodicalIF":3.9,"publicationDate":"2023-02-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"84918128","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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