Pub Date : 2016-08-06DOI: 10.1504/ijssci.2019.10027960
Megha Pandey
Purpose: In the current decade there is a conscious need to achieve sustainable business has grown in the world community. How to achieve sustainable products and services is a challenge for managers. This paper carves out the evidence and facts that rank the sustainability indicators as sustainable policy for the future e-tailing. Findings: The research output has the ranking of critical sustainability indicators for e-tailing which could be utilized for deployment to sustain the e-tailing business. Methodology: A bibliometric analysis has been done to explore the sustainability indicators/variables in general. Grey Relational Analysis has been used for ranking the sustainability indicators of e-tailing. Implications: The research paved the way to the retailers to choose some of the sustainability indicators to deploy, based on their need for quality improvement, transparency, maintaining, and making their business sustainable. Originality/Value: Identifying critical sustainability indicators give and edge in business intelligence for e-retailers. In this research, Grey Relational Analysis has been used, which is a new tool for ranking criticality of sustainability indicators for e-retailing.
{"title":"A study of critical sustainability indicators for e-retailers","authors":"Megha Pandey","doi":"10.1504/ijssci.2019.10027960","DOIUrl":"https://doi.org/10.1504/ijssci.2019.10027960","url":null,"abstract":"Purpose: In the current decade there is a conscious need to achieve sustainable business has grown in the world community. How to achieve sustainable products and services is a challenge for managers. This paper carves out the evidence and facts that rank the sustainability indicators as sustainable policy for the future e-tailing. \u0000 \u0000Findings: The research output has the ranking of critical sustainability indicators for e-tailing which could be utilized for deployment to sustain the e-tailing business. \u0000 \u0000Methodology: A bibliometric analysis has been done to explore the sustainability indicators/variables in general. Grey Relational Analysis has been used for ranking the sustainability indicators of e-tailing. \u0000 \u0000Implications: The research paved the way to the retailers to choose some of the sustainability indicators to deploy, based on their need for quality improvement, transparency, maintaining, and making their business sustainable. \u0000 \u0000Originality/Value: Identifying critical sustainability indicators give and edge in business intelligence for e-retailers. In this research, Grey Relational Analysis has been used, which is a new tool for ranking criticality of sustainability indicators for e-retailing.","PeriodicalId":365774,"journal":{"name":"International Journal of Services Sciences","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2016-08-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128291421","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 : 2016-01-20DOI: 10.1504/IJSSCI.2015.074217
Seung Hoon Jang, Christian J. Grandzol
This paper examines how firms in emerging economies implement value co-creation from the perspectives of harvesting innovation and planting innovation. Due to these firms' relative financial and managerial disadvantages, they must focus on the balance between innovation efforts and cash flows to ensure survival and growth. Employing the harvesting and planting categorisations enables examination of value co-creation practices for both the short and long term. Harvesting innovation seeks commercial products using recent discoveries (i.e., reaping the bounty of previous efforts); planting innovation pursues technological leap with the objective to produce the sources of future products (i.e., sowing the seeds of tomorrow's innovations). A theoretical framework of value co-creation for the two types of innovation for firms in emerging economies is proposed with a focus on the reasons and mechanisms for these firms to actively co-create value with various participants, including end consumers, customers, and government.
{"title":"Value co-creation in emerging economies: planting and harvesting innovation perspectives","authors":"Seung Hoon Jang, Christian J. Grandzol","doi":"10.1504/IJSSCI.2015.074217","DOIUrl":"https://doi.org/10.1504/IJSSCI.2015.074217","url":null,"abstract":"This paper examines how firms in emerging economies implement value co-creation from the perspectives of harvesting innovation and planting innovation. Due to these firms' relative financial and managerial disadvantages, they must focus on the balance between innovation efforts and cash flows to ensure survival and growth. Employing the harvesting and planting categorisations enables examination of value co-creation practices for both the short and long term. Harvesting innovation seeks commercial products using recent discoveries (i.e., reaping the bounty of previous efforts); planting innovation pursues technological leap with the objective to produce the sources of future products (i.e., sowing the seeds of tomorrow's innovations). A theoretical framework of value co-creation for the two types of innovation for firms in emerging economies is proposed with a focus on the reasons and mechanisms for these firms to actively co-create value with various participants, including end consumers, customers, and government.","PeriodicalId":365774,"journal":{"name":"International Journal of Services Sciences","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2016-01-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126471673","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 : 2016-01-20DOI: 10.1504/ijssci.2015.074222
Jacques W. Brook
This study has sought to gain insight into the issue of value co-creation with stakeholders in the context of investment in innovation within multinationals. In this qualitative study, we use an inductive approach to identify and analyse stakeholders relationships with commercially oriented corporate R&D organisations and their value perceptions with respect to the corporate innovation strategy for value co-creation. The work draws from stakeholder theory, value assessment, strategy and innovation management literature. Two case studies were developed in the telecommunications service industry in Europe. First, our findings show that a decision to address specific value perceptions of each stakeholder group based on their specific relationships with corporate R&D increased their engagement in the process of co-creating value. Second, differentiated mechanisms for value co-creation appeared to be effective, balancing diverse interests of stakeholder groups in the innovation process. Finally, the findings provide evidence of the need for firms to adopt a stakeholder-based corporate innovation strategy for value co-creation.
{"title":"Towards a stakeholder-based corporate innovation strategy for value co-creation","authors":"Jacques W. Brook","doi":"10.1504/ijssci.2015.074222","DOIUrl":"https://doi.org/10.1504/ijssci.2015.074222","url":null,"abstract":"This study has sought to gain insight into the issue of value co-creation with stakeholders in the context of investment in innovation within multinationals. In this qualitative study, we use an inductive approach to identify and analyse stakeholders relationships with commercially oriented corporate R&D organisations and their value perceptions with respect to the corporate innovation strategy for value co-creation. The work draws from stakeholder theory, value assessment, strategy and innovation management literature. Two case studies were developed in the telecommunications service industry in Europe. First, our findings show that a decision to address specific value perceptions of each stakeholder group based on their specific relationships with corporate R&D increased their engagement in the process of co-creating value. Second, differentiated mechanisms for value co-creation appeared to be effective, balancing diverse interests of stakeholder groups in the innovation process. Finally, the findings provide evidence of the need for firms to adopt a stakeholder-based corporate innovation strategy for value co-creation.","PeriodicalId":365774,"journal":{"name":"International Journal of Services Sciences","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2016-01-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125147354","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 : 2016-01-20DOI: 10.1504/IJSSCI.2015.074216
Tiina Valjakka, Katri Valkokari
Network companies, both business-to-business (B2B) customers and suppliers, focus on their core competences and acquire further resources and expertise from their network partners. In this paper, we combine service-dominant logic (S-D logic) and inter-organisational relationship (IOR) theories in order to extend our understanding of the service network (resource) integration between a manufacturing company, a service provider and other network members. Furthermore, the services outsourcing literature is revisited in order to explore factors affecting resource integration needs. The research process followed in this study comprised two phases, the empirical research (survey) and case study as the main phase. The main research question is "How are the resources of the manufacturing company and the service providers integrated into the networked value-creation process?"
{"title":"Service network integration - a case study in manufacturing maintenance services","authors":"Tiina Valjakka, Katri Valkokari","doi":"10.1504/IJSSCI.2015.074216","DOIUrl":"https://doi.org/10.1504/IJSSCI.2015.074216","url":null,"abstract":"Network companies, both business-to-business (B2B) customers and suppliers, focus on their core competences and acquire further resources and expertise from their network partners. In this paper, we combine service-dominant logic (S-D logic) and inter-organisational relationship (IOR) theories in order to extend our understanding of the service network (resource) integration between a manufacturing company, a service provider and other network members. Furthermore, the services outsourcing literature is revisited in order to explore factors affecting resource integration needs. The research process followed in this study comprised two phases, the empirical research (survey) and case study as the main phase. The main research question is \"How are the resources of the manufacturing company and the service providers integrated into the networked value-creation process?\"","PeriodicalId":365774,"journal":{"name":"International Journal of Services Sciences","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2016-01-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116320919","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 : 2016-01-20DOI: 10.1504/ijssci.2015.074226
S. Park, Sheela Pandey, Shanggeun Rhee
Customers' perceived value of a product or service is a good predictor of repeated purchasing behaviour. Extrinsic values, especially, are considered direct predictors of intention and actual purchase. This research study is interested in examining whether customer-to-customer (C2C) interaction online co-creates customers' extrinsic values where extrinsic values are defined as perceived service excellence, economic benefit, and convenience. Whereas existing literature identifies extrinsic motivators as antecedents of extrinsic value, this research study presents both e-store and C2C interaction as key antecedents of extrinsic value perceptions of online customers. Extrinsic value perception was found to influence the intention to revisit/repurchase at the e-store.
{"title":"Co-creation of customers' extrinsic value through C2C and e-store interaction in an e-commerce setting","authors":"S. Park, Sheela Pandey, Shanggeun Rhee","doi":"10.1504/ijssci.2015.074226","DOIUrl":"https://doi.org/10.1504/ijssci.2015.074226","url":null,"abstract":"Customers' perceived value of a product or service is a good predictor of repeated purchasing behaviour. Extrinsic values, especially, are considered direct predictors of intention and actual purchase. This research study is interested in examining whether customer-to-customer (C2C) interaction online co-creates customers' extrinsic values where extrinsic values are defined as perceived service excellence, economic benefit, and convenience. Whereas existing literature identifies extrinsic motivators as antecedents of extrinsic value, this research study presents both e-store and C2C interaction as key antecedents of extrinsic value perceptions of online customers. Extrinsic value perception was found to influence the intention to revisit/repurchase at the e-store.","PeriodicalId":365774,"journal":{"name":"International Journal of Services Sciences","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2016-01-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124643646","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 : 2016-01-20DOI: 10.1504/ijssci.2015.074219
Seong-bae Lim, Soongoo Hong, Jeffrey S. Gutenberg
The purpose of this study is to investigate the relationship between shared goals among organisations under co-creation partnerships and the competitive advantage of the organisations. For this purpose, we conducted a multivariate analysis of variance (MANOVA), using different levels of shared goals as an independent variable and production cost, fast and reliable delivery, quality of product, and flexibility of manufacturing capability as dependent variables, for measuring the competitive advantage of the organisation. The results of the analyses demonstrate that shared goals have a significant impact on the four dimensions of competitive advantage when they are considered as a single factor. The results of the post-hoc test indicate that a high-shared goal group has a higher level of performance than other groups especially in terms of production cost.
{"title":"A study on the relationship between shared goals and the competitive advantage of a co-creative organisation","authors":"Seong-bae Lim, Soongoo Hong, Jeffrey S. Gutenberg","doi":"10.1504/ijssci.2015.074219","DOIUrl":"https://doi.org/10.1504/ijssci.2015.074219","url":null,"abstract":"The purpose of this study is to investigate the relationship between shared goals among organisations under co-creation partnerships and the competitive advantage of the organisations. For this purpose, we conducted a multivariate analysis of variance (MANOVA), using different levels of shared goals as an independent variable and production cost, fast and reliable delivery, quality of product, and flexibility of manufacturing capability as dependent variables, for measuring the competitive advantage of the organisation. The results of the analyses demonstrate that shared goals have a significant impact on the four dimensions of competitive advantage when they are considered as a single factor. The results of the post-hoc test indicate that a high-shared goal group has a higher level of performance than other groups especially in terms of production cost.","PeriodicalId":365774,"journal":{"name":"International Journal of Services Sciences","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2016-01-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125312113","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 : 2014-12-24DOI: 10.1504/IJSSCI.2014.066517
L. Tadj, J. Ke
We consider a single and batch service queue with Poisson arrivals and general service time distributions. In this model the server serves the customers either one at a time (manual service) or in batches (service by a machine). If the number of units in the queue is less than the control level c, then the server adopts the manual service (serves the units one by one). However, if the queue size is c or more, then the server adopts the batch service and serves the units in a batch of size c. Furthermore, the server may break down while providing either the single service or the batch service. Finally, a cost model is developed to determine the optimal value of c.
{"title":"A single and batch service queue with random breakdowns","authors":"L. Tadj, J. Ke","doi":"10.1504/IJSSCI.2014.066517","DOIUrl":"https://doi.org/10.1504/IJSSCI.2014.066517","url":null,"abstract":"We consider a single and batch service queue with Poisson arrivals and general service time distributions. In this model the server serves the customers either one at a time (manual service) or in batches (service by a machine). If the number of units in the queue is less than the control level c, then the server adopts the manual service (serves the units one by one). However, if the queue size is c or more, then the server adopts the batch service and serves the units in a batch of size c. Furthermore, the server may break down while providing either the single service or the batch service. Finally, a cost model is developed to determine the optimal value of c.","PeriodicalId":365774,"journal":{"name":"International Journal of Services Sciences","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2014-12-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121184581","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 : 2014-12-24DOI: 10.1504/IJSSCI.2014.066522
M. Chandok, N. Gupta
Banking industry is one of the major infrastructural constituents in any country’s economy, therefore, it becomes imperative to focus on the experiences of its banking customers. Therefore, it becomes a need to analyse and measure the customer experiences in banking sector and a sense of urgency exist to build up some decision-making tools to meet customer experience related challenges. The present study acts as a pathway for researchers, practitioners and managers working in this arena. This research work confirms the importance of customer experience factors in analysing and measuring the experiences of the customers and moreover identifies their significant affect on Indian banking sector. The study involved a convenience sample of customers of the four different banks from the general public of Uttarakhand state. The appropriate statistical tools like factor analysis, t-test, ANOVA, correlation and regression are used on SPSS 18 to analyse the data. The findings of this research give direction to the academicians, practitioners and managers as to how to improve the current experiences of the customers and satisfy them in the long run. It is hoped that the present research study would help them solve many customer experience related issues by the use of effective and accurate decision-making process.
{"title":"Examining the attributes of customer experience and assessing the impact of customer experience on customer satisfaction: an empirical study of banking industry","authors":"M. Chandok, N. Gupta","doi":"10.1504/IJSSCI.2014.066522","DOIUrl":"https://doi.org/10.1504/IJSSCI.2014.066522","url":null,"abstract":"Banking industry is one of the major infrastructural constituents in any country’s economy, therefore, it becomes imperative to focus on the experiences of its banking customers. Therefore, it becomes a need to analyse and measure the customer experiences in banking sector and a sense of urgency exist to build up some decision-making tools to meet customer experience related challenges. The present study acts as a pathway for researchers, practitioners and managers working in this arena. This research work confirms the importance of customer experience factors in analysing and measuring the experiences of the customers and moreover identifies their significant affect on Indian banking sector. The study involved a convenience sample of customers of the four different banks from the general public of Uttarakhand state. The appropriate statistical tools like factor analysis, t-test, ANOVA, correlation and regression are used on SPSS 18 to analyse the data. The findings of this research give direction to the academicians, practitioners and managers as to how to improve the current experiences of the customers and satisfy them in the long run. It is hoped that the present research study would help them solve many customer experience related issues by the use of effective and accurate decision-making process.","PeriodicalId":365774,"journal":{"name":"International Journal of Services Sciences","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2014-12-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115590141","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 : 2014-12-24DOI: 10.1504/IJSSCI.2014.066520
Dhananjay Bapat
Researchers and practioners have proclaimed the adoption of customer oriented philosophy in banks as the key to maintaining a sustainable competitive advantage. By considering the views of 232 bank employees, the results indicate that using factor analysis, four factors responsible for customer orientation in Indian banks are customer value creation, better customer understanding, frontline customer relationship and solution through empowerment. The two independent sample t-test indicated the differences on variables such as comprehensive need analysis, frontline customer understanding, tailor products, growth and employee productivity between higher and lower levels of employees. Using regression analysis, we find that comprehensive need analysis and incentives of profitability as the predictor for growth; frontline customer understanding and suggestions for new products for profitability and suggestions for new products and tailor products for employee productivity.
{"title":"Customer centric practices: implications for banks in India","authors":"Dhananjay Bapat","doi":"10.1504/IJSSCI.2014.066520","DOIUrl":"https://doi.org/10.1504/IJSSCI.2014.066520","url":null,"abstract":"Researchers and practioners have proclaimed the adoption of customer oriented philosophy in banks as the key to maintaining a sustainable competitive advantage. By considering the views of 232 bank employees, the results indicate that using factor analysis, four factors responsible for customer orientation in Indian banks are customer value creation, better customer understanding, frontline customer relationship and solution through empowerment. The two independent sample t-test indicated the differences on variables such as comprehensive need analysis, frontline customer understanding, tailor products, growth and employee productivity between higher and lower levels of employees. Using regression analysis, we find that comprehensive need analysis and incentives of profitability as the predictor for growth; frontline customer understanding and suggestions for new products for profitability and suggestions for new products and tailor products for employee productivity.","PeriodicalId":365774,"journal":{"name":"International Journal of Services Sciences","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2014-12-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133016050","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 : 2014-12-24DOI: 10.1504/IJSSCI.2014.066500
H. Karppinen, Kaisa Seppänen, Janne Huiskonen
Successful service requires a responsive service delivery system with adaptive operations. People participate in services constantly in different roles, but it is still difficult to capture and transform the realisation into usable information for operative decision-making. The service literature provides insights into the design of a service system at the abstract level, but service operations are still managed in a less systemic manner. We propose that systems thinking has to be acknowledged in service operations, and therefore this study focuses on developing a framework for managing process-level variety in a service process through systemic response components. The developed framework is evaluated in two emergency rescue service systems by utilising the case study methodology. The main contribution of this study is providing a model for operational response creation through operational information. The practical implications encourage adding new competences for information processing as a part of ser...
{"title":"A modular response model for increasing awareness of systemic variety in service operations","authors":"H. Karppinen, Kaisa Seppänen, Janne Huiskonen","doi":"10.1504/IJSSCI.2014.066500","DOIUrl":"https://doi.org/10.1504/IJSSCI.2014.066500","url":null,"abstract":"Successful service requires a responsive service delivery system with adaptive operations. People participate in services constantly in different roles, but it is still difficult to capture and transform the realisation into usable information for operative decision-making. The service literature provides insights into the design of a service system at the abstract level, but service operations are still managed in a less systemic manner. We propose that systems thinking has to be acknowledged in service operations, and therefore this study focuses on developing a framework for managing process-level variety in a service process through systemic response components. The developed framework is evaluated in two emergency rescue service systems by utilising the case study methodology. The main contribution of this study is providing a model for operational response creation through operational information. The practical implications encourage adding new competences for information processing as a part of ser...","PeriodicalId":365774,"journal":{"name":"International Journal of Services Sciences","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2014-12-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121828455","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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