Pub Date : 2009-06-08DOI: 10.1109/ICSSSM.2009.5174973
Hui Zeng, Xiang Zhou, Jinghe Han
To investigate the status of employee engagement and its effects on service performance in China hotel industry, the total of 402 samples are collected from full-time employees in 8 hotels in China by Multiple Employee Engagement Inventory (MEEI). The results show that the hotel employee engagement is significantly different with professional characteristics in age, education level, work position, length of service and salary. Generally speaking, the employee engagement increases with age, education level, work position, length of service and salary. However, the senior managers with higher education and the staff whose length of service is 11 to 15 years appear unusual decline in engagement. The performances of the groups with different level of employee engagement are significantly different, i.e., the higher the employee engagement, the better the performance. In conclusion, employee engagement with industrial characteristics is a significant predictor of staff performance in hotel, and besides, the demographic variables, and some other comprehensive factors impacting employee engagement, such as the organization change and career planning, should be further considered for future research.
{"title":"Employee engagement and personal performance in hotel service industry of China","authors":"Hui Zeng, Xiang Zhou, Jinghe Han","doi":"10.1109/ICSSSM.2009.5174973","DOIUrl":"https://doi.org/10.1109/ICSSSM.2009.5174973","url":null,"abstract":"To investigate the status of employee engagement and its effects on service performance in China hotel industry, the total of 402 samples are collected from full-time employees in 8 hotels in China by Multiple Employee Engagement Inventory (MEEI). The results show that the hotel employee engagement is significantly different with professional characteristics in age, education level, work position, length of service and salary. Generally speaking, the employee engagement increases with age, education level, work position, length of service and salary. However, the senior managers with higher education and the staff whose length of service is 11 to 15 years appear unusual decline in engagement. The performances of the groups with different level of employee engagement are significantly different, i.e., the higher the employee engagement, the better the performance. In conclusion, employee engagement with industrial characteristics is a significant predictor of staff performance in hotel, and besides, the demographic variables, and some other comprehensive factors impacting employee engagement, such as the organization change and career planning, should be further considered for future research.","PeriodicalId":287881,"journal":{"name":"2009 6th International Conference on Service Systems and Service Management","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2009-06-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128652087","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2009-06-08DOI: 10.1109/ICSSSM.2009.5175020
Di Xu
Service innovation has become a necessary choice both in manufacturing and service industry. With the reality of service and service industry becoming more and more important, and based on the theory of innovation and business model, this paper analyzes the imperatives of service innovation in manufacturing and service industry and develops an analysis framework of service innovation from the mesoscopic approach to business model perspective. The analysis of service innovation in this paper is classified into technology innovation in service, service innovation in manufacturing firms, and innovation in service industry. The framework of value analysis is useful to find a sound business model in service.
{"title":"Service innovation: A business model perspective","authors":"Di Xu","doi":"10.1109/ICSSSM.2009.5175020","DOIUrl":"https://doi.org/10.1109/ICSSSM.2009.5175020","url":null,"abstract":"Service innovation has become a necessary choice both in manufacturing and service industry. With the reality of service and service industry becoming more and more important, and based on the theory of innovation and business model, this paper analyzes the imperatives of service innovation in manufacturing and service industry and develops an analysis framework of service innovation from the mesoscopic approach to business model perspective. The analysis of service innovation in this paper is classified into technology innovation in service, service innovation in manufacturing firms, and innovation in service industry. The framework of value analysis is useful to find a sound business model in service.","PeriodicalId":287881,"journal":{"name":"2009 6th International Conference on Service Systems and Service Management","volume":"23 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2009-06-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129330814","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2009-06-08DOI: 10.1109/ICSSSM.2009.5174994
Jerry C. Wei
Service industries accounted for 84% of U.S. employment in December 2007. If banishing waste is the core value and mission of Lean, what would be the opportunity cost of delayed diffusion of Lean from manufacturing to services? This paper addresses the question by proposing ten Lean principles of service process design. We first review the theoretical underpinning of services in the operations management and service marketing literature. Drawing from the experience of evaluating more than 150 Lean process design projects, we identify some common design problems that can benefit from adopting existing service theories or some of the Lean principles. We then discuss how these Lean principles can offer new insights to existing service theories
{"title":"Theories and principles of designing lean service process","authors":"Jerry C. Wei","doi":"10.1109/ICSSSM.2009.5174994","DOIUrl":"https://doi.org/10.1109/ICSSSM.2009.5174994","url":null,"abstract":"Service industries accounted for 84% of U.S. employment in December 2007. If banishing waste is the core value and mission of Lean, what would be the opportunity cost of delayed diffusion of Lean from manufacturing to services? This paper addresses the question by proposing ten Lean principles of service process design. We first review the theoretical underpinning of services in the operations management and service marketing literature. Drawing from the experience of evaluating more than 150 Lean process design projects, we identify some common design problems that can benefit from adopting existing service theories or some of the Lean principles. We then discuss how these Lean principles can offer new insights to existing service theories","PeriodicalId":287881,"journal":{"name":"2009 6th International Conference on Service Systems and Service Management","volume":"11 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2009-06-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124387862","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2009-06-08DOI: 10.1109/ICSSSM.2009.5174852
Hongmei Qu, Liao Nuo, Li Hui
There are different characters in interdependence between members in a marketing channel, which express total interdependence and asymmetry independence. They respectively act on relational behavior between members in a marketing channel, and create different outcomes. But environment uncertainty, which includes environment diversity and environment dynamism, moderates above relationships. The empirical results show that under the situation of environment uncertainty the effect of total interdependence and asymmetry independence on relationship performance make changes.
{"title":"Moderating role of environment uncertainty on the relationship between interdependence and relationship performance","authors":"Hongmei Qu, Liao Nuo, Li Hui","doi":"10.1109/ICSSSM.2009.5174852","DOIUrl":"https://doi.org/10.1109/ICSSSM.2009.5174852","url":null,"abstract":"There are different characters in interdependence between members in a marketing channel, which express total interdependence and asymmetry independence. They respectively act on relational behavior between members in a marketing channel, and create different outcomes. But environment uncertainty, which includes environment diversity and environment dynamism, moderates above relationships. The empirical results show that under the situation of environment uncertainty the effect of total interdependence and asymmetry independence on relationship performance make changes.","PeriodicalId":287881,"journal":{"name":"2009 6th International Conference on Service Systems and Service Management","volume":"73 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2009-06-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126271221","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2009-06-08DOI: 10.1109/ICSSSM.2009.5175009
Fan Jun
In this research, a relationship model among e-Service quality, Customer Relational Benefits and customer satisfaction is constructed and verified from the perspective of e-Service process. Study results show that process-based quality and outcome-based quality of e-Service have significantly positive effects on the confidence benefits, social benefits, special treatment benefits and e-satisfaction of customers. While confidence benefits and special treatment benefits have significantly positive impact on e-satisfaction, the impact of social benefits is not significant.
{"title":"Research on e-Service quality, customer relational benefits and customer satisfaction","authors":"Fan Jun","doi":"10.1109/ICSSSM.2009.5175009","DOIUrl":"https://doi.org/10.1109/ICSSSM.2009.5175009","url":null,"abstract":"In this research, a relationship model among e-Service quality, Customer Relational Benefits and customer satisfaction is constructed and verified from the perspective of e-Service process. Study results show that process-based quality and outcome-based quality of e-Service have significantly positive effects on the confidence benefits, social benefits, special treatment benefits and e-satisfaction of customers. While confidence benefits and special treatment benefits have significantly positive impact on e-satisfaction, the impact of social benefits is not significant.","PeriodicalId":287881,"journal":{"name":"2009 6th International Conference on Service Systems and Service Management","volume":"14 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2009-06-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126319214","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2009-06-08DOI: 10.1109/ICSSSM.2009.5174893
Z. Miao, Feng Yang, Ke Fu
In this paper we study a new type of transshipment problem, the flows through the crossdock are constrained by fixed transportation schedules and any cargos delayed at the last moment of the time horizon of the problem will incur relative high inventory penalty cost. The problem is known to be NP-complete in the strong sense. We therefore focus on developing efficient heuristics. Based on the problem structure, we propose a Genetic Algorithm to solve the problem efficiently. Computational experiments under different scenarios show that GA outperforms CPLEX solver.
{"title":"Transshipment problem with penalty in crossdocking distribution networks","authors":"Z. Miao, Feng Yang, Ke Fu","doi":"10.1109/ICSSSM.2009.5174893","DOIUrl":"https://doi.org/10.1109/ICSSSM.2009.5174893","url":null,"abstract":"In this paper we study a new type of transshipment problem, the flows through the crossdock are constrained by fixed transportation schedules and any cargos delayed at the last moment of the time horizon of the problem will incur relative high inventory penalty cost. The problem is known to be NP-complete in the strong sense. We therefore focus on developing efficient heuristics. Based on the problem structure, we propose a Genetic Algorithm to solve the problem efficiently. Computational experiments under different scenarios show that GA outperforms CPLEX solver.","PeriodicalId":287881,"journal":{"name":"2009 6th International Conference on Service Systems and Service Management","volume":"19 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2009-06-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126483829","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2009-06-08DOI: 10.1109/ICSSSM.2009.5175004
Z. Ya, Wang Lan
Based on the existing research on the impacting factors of the stability of the supply chain's cooperation relationship, the paper extracts the major factors with the expert appraisal, then quantifies the key impacting factors by evidential reasoning to find the deep-seated reason, to make the supply chain enterprise's cooperation maintain in certain breadth and depth, and establish a healthy and stable cooperation balance among the supply chain's enterprises.
{"title":"Analysis on impacting factors of stability of supply chain cooperation relationship","authors":"Z. Ya, Wang Lan","doi":"10.1109/ICSSSM.2009.5175004","DOIUrl":"https://doi.org/10.1109/ICSSSM.2009.5175004","url":null,"abstract":"Based on the existing research on the impacting factors of the stability of the supply chain's cooperation relationship, the paper extracts the major factors with the expert appraisal, then quantifies the key impacting factors by evidential reasoning to find the deep-seated reason, to make the supply chain enterprise's cooperation maintain in certain breadth and depth, and establish a healthy and stable cooperation balance among the supply chain's enterprises.","PeriodicalId":287881,"journal":{"name":"2009 6th International Conference on Service Systems and Service Management","volume":"40 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2009-06-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125614320","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2009-06-08DOI: 10.1109/ICSSSM.2009.5175012
Guoying Wu
Based on the review of the relevant concepts and documents, the paper explores the impact of self-efficacy and locus of control tendency on the degree of organizational socialization. The paper argues that the degree of organizational socialization can be deepened and the effects can be improved by selecting the individuals by specific personality traits and strengthen the training of some specific personality traits or tendencies in the practice of organizational socialization.
{"title":"An analysis on the relationship between the degree of organizational socialization and individual traits","authors":"Guoying Wu","doi":"10.1109/ICSSSM.2009.5175012","DOIUrl":"https://doi.org/10.1109/ICSSSM.2009.5175012","url":null,"abstract":"Based on the review of the relevant concepts and documents, the paper explores the impact of self-efficacy and locus of control tendency on the degree of organizational socialization. The paper argues that the degree of organizational socialization can be deepened and the effects can be improved by selecting the individuals by specific personality traits and strengthen the training of some specific personality traits or tendencies in the practice of organizational socialization.","PeriodicalId":287881,"journal":{"name":"2009 6th International Conference on Service Systems and Service Management","volume":"3 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2009-06-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125988014","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2009-06-08DOI: 10.1109/ICSSSM.2009.5174871
Xiao-rong Jiang, Suichuan Li, Shen-jie
Relationship commitment has increasingly received attention from scholars and practitioners in recent years. However, the knowledge of what influences relationship commitment is still very limited. The formation mechanism of business-to- business relationship commitment in supply chain is examined in this paper. Based on the investigation among Chinese enterprises, Firstly, the results show the factors which influence on the formation of business-to-business relationship commitment, The characteristics of supplier include supplier's capacity, products, person and so on, The relation characteristics between manufacturer and supplier include experience, mutual interdependence, trust and power; Second, relationship commitment can be divided into three dimensions: normative relationship commitment, instrumental relationship commitment and emotional commitment, and the antecedents we discussed above impacts these three dimensions in different ways; Third, relationship commitment have positive efforts on relational stability in supply chain, and then positively affects the alliance performance.
{"title":"The formation mechanism of business-to-business relationship commitment and its effects on alliance performance in supply chain","authors":"Xiao-rong Jiang, Suichuan Li, Shen-jie","doi":"10.1109/ICSSSM.2009.5174871","DOIUrl":"https://doi.org/10.1109/ICSSSM.2009.5174871","url":null,"abstract":"Relationship commitment has increasingly received attention from scholars and practitioners in recent years. However, the knowledge of what influences relationship commitment is still very limited. The formation mechanism of business-to- business relationship commitment in supply chain is examined in this paper. Based on the investigation among Chinese enterprises, Firstly, the results show the factors which influence on the formation of business-to-business relationship commitment, The characteristics of supplier include supplier's capacity, products, person and so on, The relation characteristics between manufacturer and supplier include experience, mutual interdependence, trust and power; Second, relationship commitment can be divided into three dimensions: normative relationship commitment, instrumental relationship commitment and emotional commitment, and the antecedents we discussed above impacts these three dimensions in different ways; Third, relationship commitment have positive efforts on relational stability in supply chain, and then positively affects the alliance performance.","PeriodicalId":287881,"journal":{"name":"2009 6th International Conference on Service Systems and Service Management","volume":"81 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2009-06-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126005132","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2009-06-08DOI: 10.1109/ICSSSM.2009.5174951
Yafang Tsai, Shih-Wang Wu, Hsien-Jui Chung
Organizational culture is the belief and value that exist in organization for a long time. The staffs' belief and value for their work will influence their attitude and behavior. The administrators usually adjust their style of leadership in order to reach the mission and goal that organizations gave to. The key factor that forms the organizational culture is entrepreneur. They have to understand how the culture influences administrators' leading behavior, and then they can make sure to mold the appropriate culture that will be helpful to reach the goal. We tried to explore the relationship between organizational culture and administrators' leading behavior. We collected our data by structural questionnaire; we issued 400 and retrieved 241 effectives. The results show us that organizational cultures do influence the style of leadership. There is positive correlation between ideological culture and transformational leadership. There is positive correlation between hierarchical culture and charismatic leadership. There is positive correlation between coordinate culture and team leadership. There is positive correlation between rational culture and transactional leadership.
{"title":"The exploration of relationship between organizational culture and style of leadership","authors":"Yafang Tsai, Shih-Wang Wu, Hsien-Jui Chung","doi":"10.1109/ICSSSM.2009.5174951","DOIUrl":"https://doi.org/10.1109/ICSSSM.2009.5174951","url":null,"abstract":"Organizational culture is the belief and value that exist in organization for a long time. The staffs' belief and value for their work will influence their attitude and behavior. The administrators usually adjust their style of leadership in order to reach the mission and goal that organizations gave to. The key factor that forms the organizational culture is entrepreneur. They have to understand how the culture influences administrators' leading behavior, and then they can make sure to mold the appropriate culture that will be helpful to reach the goal. We tried to explore the relationship between organizational culture and administrators' leading behavior. We collected our data by structural questionnaire; we issued 400 and retrieved 241 effectives. The results show us that organizational cultures do influence the style of leadership. There is positive correlation between ideological culture and transformational leadership. There is positive correlation between hierarchical culture and charismatic leadership. There is positive correlation between coordinate culture and team leadership. There is positive correlation between rational culture and transactional leadership.","PeriodicalId":287881,"journal":{"name":"2009 6th International Conference on Service Systems and Service Management","volume":"32 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2009-06-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115866328","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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