{"title":"An empirical study of the determinants of employee silence among Generation Z","authors":"Cheng Ling Tan, Kwang Wei Charn, Chew Sze Cheah, Afandi Yusof","doi":"10.1504/ijsom.2023.10059884","DOIUrl":"https://doi.org/10.1504/ijsom.2023.10059884","url":null,"abstract":"","PeriodicalId":35488,"journal":{"name":"International Journal of Services and Operations Management","volume":"2013 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"136373239","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 : 2023-01-01DOI: 10.1504/ijsom.2023.10059376
Gagandeep Kaur, Rajwinder Kaur
{"title":"Does Employee Happiness Play any Mediating Role in the relationship between Work-life Balance and Turnover Intentions","authors":"Gagandeep Kaur, Rajwinder Kaur","doi":"10.1504/ijsom.2023.10059376","DOIUrl":"https://doi.org/10.1504/ijsom.2023.10059376","url":null,"abstract":"","PeriodicalId":35488,"journal":{"name":"International Journal of Services and Operations Management","volume":"51 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135701200","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 : 2023-01-01DOI: 10.1504/ijsom.2023.134800
André Philippi Gonzaga d, e Albuquerque, Fagner José Coutinho d, e Melo, Lucas Ambrósio Bezerra d, e Oliveira, Denise Dumke d, e Medeiros
{"title":"Determinants of service quality in the COVID-19 times: an analysis of online shopping in Brazil","authors":"André Philippi Gonzaga d, e Albuquerque, Fagner José Coutinho d, e Melo, Lucas Ambrósio Bezerra d, e Oliveira, Denise Dumke d, e Medeiros","doi":"10.1504/ijsom.2023.134800","DOIUrl":"https://doi.org/10.1504/ijsom.2023.134800","url":null,"abstract":"","PeriodicalId":35488,"journal":{"name":"International Journal of Services and Operations Management","volume":"44 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135704083","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 : 2023-01-01DOI: 10.1504/ijsom.2023.134271
Emad Roghaniana, Zahra Namazian
{"title":"Manufacturers' pricing and advertising strategies for complementary and substitute goods","authors":"Emad Roghaniana, Zahra Namazian","doi":"10.1504/ijsom.2023.134271","DOIUrl":"https://doi.org/10.1504/ijsom.2023.134271","url":null,"abstract":"","PeriodicalId":35488,"journal":{"name":"International Journal of Services and Operations Management","volume":"122 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135008809","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 : 2023-01-01DOI: 10.1504/ijsom.2023.10054612
G. Ganga, M. Callefi, Moacir Godinho Filho, Nayara Cardoso De Medeiros
{"title":"Employee involvement practices in lean manufacturing: a multi-method approach","authors":"G. Ganga, M. Callefi, Moacir Godinho Filho, Nayara Cardoso De Medeiros","doi":"10.1504/ijsom.2023.10054612","DOIUrl":"https://doi.org/10.1504/ijsom.2023.10054612","url":null,"abstract":"","PeriodicalId":35488,"journal":{"name":"International Journal of Services and Operations Management","volume":"57 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"66761402","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 : 2023-01-01DOI: 10.1504/ijsom.2023.10058096
Byunghak Leem
{"title":"Exploring the Impact of Educational Services Quality on Student Satisfaction","authors":"Byunghak Leem","doi":"10.1504/ijsom.2023.10058096","DOIUrl":"https://doi.org/10.1504/ijsom.2023.10058096","url":null,"abstract":"","PeriodicalId":35488,"journal":{"name":"International Journal of Services and Operations Management","volume":"1 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"66762149","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 : 2023-01-01DOI: 10.1504/ijsom.2023.132856
Nilson Cibério d, E. A. Le�ã, N. o, Fagner José Coutinho d, E. Melo, Raíssa Corrêa d, E. Carvalho, Denise Dumke d, E. Medeiros
{"title":"A quality-based customer service system approach","authors":"Nilson Cibério d, E. A. Le�ã, N. o, Fagner José Coutinho d, E. Melo, Raíssa Corrêa d, E. Carvalho, Denise Dumke d, E. Medeiros","doi":"10.1504/ijsom.2023.132856","DOIUrl":"https://doi.org/10.1504/ijsom.2023.132856","url":null,"abstract":"","PeriodicalId":35488,"journal":{"name":"International Journal of Services and Operations Management","volume":"1 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"66762186","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 : 2023-01-01DOI: 10.1504/ijsom.2023.10058975
Jamal Ahmad Farooqui, WAQAS NIAZI
{"title":"TQM Implementation in Indian Airline Industry: A Digraph Approach","authors":"Jamal Ahmad Farooqui, WAQAS NIAZI","doi":"10.1504/ijsom.2023.10058975","DOIUrl":"https://doi.org/10.1504/ijsom.2023.10058975","url":null,"abstract":"","PeriodicalId":35488,"journal":{"name":"International Journal of Services and Operations Management","volume":"16 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135357205","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 : 2023-01-01DOI: 10.1504/ijsom.2023.133411
Kalyana C. Chejarla, Omkarprasad S. Vaidya, Sushil Kumar
{"title":"Flexibility in logistics: a literature review","authors":"Kalyana C. Chejarla, Omkarprasad S. Vaidya, Sushil Kumar","doi":"10.1504/ijsom.2023.133411","DOIUrl":"https://doi.org/10.1504/ijsom.2023.133411","url":null,"abstract":"","PeriodicalId":35488,"journal":{"name":"International Journal of Services and Operations Management","volume":"16 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135497455","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}
Everyone is aware of the importance of benchmarking in all industries. The same is true of the automotive industry. One of the methods of continuous improvement of car after-sales service agencies is benchmarking from successful and efficient examples in the country. Given that evaluation and benchmarking methods are usually retrospective, and also, the rapid changes in environment and customer needs, current methods cannot quickly define corrective actions. In this paper, first, a benchmarking model based on data envelopment analysis is developed for car after-sales service dealers as decision-making units, then considering that the model outputs have a high correlation coefficient, an innovative machine learning model has been used to predict the outputs. Finally, the results of the proposed prediction model are compared with a perceptron neural network algorithm. The results show that the benchmarking and prediction model together with a 7.7% error predicts benchmarks for the end of current period.
{"title":"Presenting a predictive benchmark model of after-sales service agencies for vehicles based on the data envelopment analysis approach","authors":"Sajjad Kheyri, Farhad Hosseinzadeh Lotfi, Seyed Esmaeil Najafi, Bijan Rahmani Parchkolaei","doi":"10.1504/ijsom.2023.133409","DOIUrl":"https://doi.org/10.1504/ijsom.2023.133409","url":null,"abstract":"Everyone is aware of the importance of benchmarking in all industries. The same is true of the automotive industry. One of the methods of continuous improvement of car after-sales service agencies is benchmarking from successful and efficient examples in the country. Given that evaluation and benchmarking methods are usually retrospective, and also, the rapid changes in environment and customer needs, current methods cannot quickly define corrective actions. In this paper, first, a benchmarking model based on data envelopment analysis is developed for car after-sales service dealers as decision-making units, then considering that the model outputs have a high correlation coefficient, an innovative machine learning model has been used to predict the outputs. Finally, the results of the proposed prediction model are compared with a perceptron neural network algorithm. The results show that the benchmarking and prediction model together with a 7.7% error predicts benchmarks for the end of current period.","PeriodicalId":35488,"journal":{"name":"International Journal of Services and Operations Management","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135497456","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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