Pub Date : 2013-11-19DOI: 10.1504/IJSSCI.2013.057648
M. Adil, I. Rashid
By and large, service quality is thought as something abstract; ignoring the very basic human emotions and experiences of the employees who deliver the services. These employees experience stressful events which in turn have a direct bearing on quality of service offered by them. This study examines the relationship between role stress and service quality in front-line bank employees (FLBE) of Indian retail banks. A structured questionnaire in English was administered on 350 FLBE of public and non-public banks, out of which 232 filled questionnaires were returned. Relevant statistical techniques were used to examine construct reliability and validity, dimensional analysis and relationship between the variables under the study together with fitness of the proposed model through SEM. Results show that role stress has negatively impacted the performance of FLBE. Of the four stressors, role overload and resource inadequacy emerged as potent stressors.
{"title":"Role stress as a barrier to service quality in Indian banks: SEM approach","authors":"M. Adil, I. Rashid","doi":"10.1504/IJSSCI.2013.057648","DOIUrl":"https://doi.org/10.1504/IJSSCI.2013.057648","url":null,"abstract":"By and large, service quality is thought as something abstract; ignoring the very basic human emotions and experiences of the employees who deliver the services. These employees experience stressful events which in turn have a direct bearing on quality of service offered by them. This study examines the relationship between role stress and service quality in front-line bank employees (FLBE) of Indian retail banks. A structured questionnaire in English was administered on 350 FLBE of public and non-public banks, out of which 232 filled questionnaires were returned. Relevant statistical techniques were used to examine construct reliability and validity, dimensional analysis and relationship between the variables under the study together with fitness of the proposed model through SEM. Results show that role stress has negatively impacted the performance of FLBE. Of the four stressors, role overload and resource inadequacy emerged as potent stressors.","PeriodicalId":365774,"journal":{"name":"International Journal of Services Sciences","volume":"6 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-11-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121987182","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 : 2013-11-19DOI: 10.1504/IJSSCI.2013.057660
Taewon Hwang, S. T. Kim
Drawing on the natural resource-based view (NRBV), this study examines the moderating effects of eco-oriented organisational culture on the relationships between green supply chain management (GSCM) practices and firm performance. The data from 223 firms in the electronics industry are evaluated using moderated hierarchical regression analysis. This study provides insights into the growing field of corporate sustainability. First, firms that encourage employee eco-innovation have achieved better environmental performance from internal environmental management. Second, firms that use green working teams have obtained better environmental performance from GSCM practices such as green purchasing, eco-design, and cooperation with customers. Third, firms that work across functional boundaries have exhibited better economic performance from these GSCM practices. Overall, the results of this study show that firms should clearly establish a strategic vision from an environmental perspective, based on a company-wide collaborative effort.
{"title":"The moderating effects of eco-oriented organisational culture on the green practice-performance relationship","authors":"Taewon Hwang, S. T. Kim","doi":"10.1504/IJSSCI.2013.057660","DOIUrl":"https://doi.org/10.1504/IJSSCI.2013.057660","url":null,"abstract":"Drawing on the natural resource-based view (NRBV), this study examines the moderating effects of eco-oriented organisational culture on the relationships between green supply chain management (GSCM) practices and firm performance. The data from 223 firms in the electronics industry are evaluated using moderated hierarchical regression analysis. This study provides insights into the growing field of corporate sustainability. First, firms that encourage employee eco-innovation have achieved better environmental performance from internal environmental management. Second, firms that use green working teams have obtained better environmental performance from GSCM practices such as green purchasing, eco-design, and cooperation with customers. Third, firms that work across functional boundaries have exhibited better economic performance from these GSCM practices. Overall, the results of this study show that firms should clearly establish a strategic vision from an environmental perspective, based on a company-wide collaborative effort.","PeriodicalId":365774,"journal":{"name":"International Journal of Services Sciences","volume":"17 5 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-11-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129011543","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 : 2013-11-19DOI: 10.1504/IJSSCI.2013.057659
S. Satapathy, S. K. Patel, S. Mahapatra, A. Biswas
The basic function of a modern electric power system is to satisfy the system load and energy requirements at the lowest possible cost, while maintaining an adequate degree of continuity and quality of supply. In addition, utilities are encountering increasing uncertainties in economic, political, societal and environmental constraints. This has resulted in a requirement for more extensive justification of new system facilities and more concentration on service system. A brief review of the typical operation of a utility system will demonstrate what a utility customer might reasonably expect in his electric service to identify and rank the system design requirements to improve services of utility.
{"title":"A framework for electricity utility service by QFD technique","authors":"S. Satapathy, S. K. Patel, S. Mahapatra, A. Biswas","doi":"10.1504/IJSSCI.2013.057659","DOIUrl":"https://doi.org/10.1504/IJSSCI.2013.057659","url":null,"abstract":"The basic function of a modern electric power system is to satisfy the system load and energy requirements at the lowest possible cost, while maintaining an adequate degree of continuity and quality of supply. In addition, utilities are encountering increasing uncertainties in economic, political, societal and environmental constraints. This has resulted in a requirement for more extensive justification of new system facilities and more concentration on service system. A brief review of the typical operation of a utility system will demonstrate what a utility customer might reasonably expect in his electric service to identify and rank the system design requirements to improve services of utility.","PeriodicalId":365774,"journal":{"name":"International Journal of Services Sciences","volume":"481 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-11-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126035734","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 : 2013-11-19DOI: 10.1504/IJSSCI.2013.057647
C. McDermott, L. O'Neill, G. Stock, H. M. Yayla-Kullu
Research into hospital quality performance typically considers a single dimension of quality at a time (e.g., West et al., 2002; McFadden et al., 2004). But as both hospitals and payers are aware, quality is multidimensional and needs to be measured more holistically to capture top performers. Data envelopment analysis (DEA) is a useful tool that typically looks at economic or cost data to determine the most efficient organisations in a group (with few exceptions). Using data from cardiology units in a sample of hospitals, this paper presents results from the use of DEA to study multiple quality metrics simultaneously in a geographically clustered group of hospitals to determine the best performers. This type of analysis might be useful for a hospital payer or a government agency that wants to reward hospitals for greater quality performance, but might otherwise be using a single dimension. Even those organisations that use multiple quality measures must face the problem of how to combine these different ...
对医院质量绩效的研究通常只考虑一次质量的单一维度(例如，West等人，2002;McFadden et al.， 2004)。但正如医院和付款人都意识到的那样，质量是多维的，需要更全面地衡量，以抓住表现最好的人。数据包络分析(DEA)是一种有用的工具，通常通过查看经济或成本数据来确定一个群体中最有效的组织(几乎没有例外)。使用来自医院样本的心脏病科单位的数据，本文展示了使用DEA在地理上聚集的医院群中同时研究多个质量指标以确定最佳绩效的结果。这种类型的分析可能对医院付款人或政府机构有用，因为他们希望奖励医院的更高质量性能，但可能使用单一维度。即使是那些使用多种质量指标的组织也必须面对如何将这些不同的质量指标结合起来的问题。
{"title":"A DEA methodology to evaluate multidimensional quality performance in hospitals","authors":"C. McDermott, L. O'Neill, G. Stock, H. M. Yayla-Kullu","doi":"10.1504/IJSSCI.2013.057647","DOIUrl":"https://doi.org/10.1504/IJSSCI.2013.057647","url":null,"abstract":"Research into hospital quality performance typically considers a single dimension of quality at a time (e.g., West et al., 2002; McFadden et al., 2004). But as both hospitals and payers are aware, quality is multidimensional and needs to be measured more holistically to capture top performers. Data envelopment analysis (DEA) is a useful tool that typically looks at economic or cost data to determine the most efficient organisations in a group (with few exceptions). Using data from cardiology units in a sample of hospitals, this paper presents results from the use of DEA to study multiple quality metrics simultaneously in a geographically clustered group of hospitals to determine the best performers. This type of analysis might be useful for a hospital payer or a government agency that wants to reward hospitals for greater quality performance, but might otherwise be using a single dimension. Even those organisations that use multiple quality measures must face the problem of how to combine these different ...","PeriodicalId":365774,"journal":{"name":"International Journal of Services Sciences","volume":"223 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-11-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123253171","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 : 2013-11-19DOI: 10.1504/IJSSCI.2013.057649
Thanh Thoa Pham Thi, T. Dinh, M. Helfert
Collaborative business services represent the collaboration of business service domains across organisations. This collaboration is characterised by the interdependencies of business activities and business resources between business partners. These interdependencies require information and process sharing within constraints to ensure consistency across organisations. Most approaches for collaborative business service analyses fall into two categories: 1) those based on business-process modelling perspectives using a business process modelling language; 2) those based on collaboration patterns such as network topology or interaction patterns. However, no studies examine the connections between the two categories even though collaboration patterns influence business-process management. In this paper, we investigate the sharing of different aspects of business objects such as data value and behaviours in the context of collaborative services. We formalise this approach with a collaboration framework, and present constraints emerged. To implement the framework, we develop a model of collaborative business services and evaluate its effectiveness.
{"title":"Modelling collaborative business services","authors":"Thanh Thoa Pham Thi, T. Dinh, M. Helfert","doi":"10.1504/IJSSCI.2013.057649","DOIUrl":"https://doi.org/10.1504/IJSSCI.2013.057649","url":null,"abstract":"Collaborative business services represent the collaboration of business service domains across organisations. This collaboration is characterised by the interdependencies of business activities and business resources between business partners. These interdependencies require information and process sharing within constraints to ensure consistency across organisations. Most approaches for collaborative business service analyses fall into two categories: 1) those based on business-process modelling perspectives using a business process modelling language; 2) those based on collaboration patterns such as network topology or interaction patterns. However, no studies examine the connections between the two categories even though collaboration patterns influence business-process management. In this paper, we investigate the sharing of different aspects of business objects such as data value and behaviours in the context of collaborative services. We formalise this approach with a collaboration framework, and present constraints emerged. To implement the framework, we develop a model of collaborative business services and evaluate its effectiveness.","PeriodicalId":365774,"journal":{"name":"International Journal of Services Sciences","volume":"74 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-11-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116345013","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 : 2012-12-18DOI: 10.1504/IJSSCI.2012.051062
R. Singh
Small and medium enterprises (SMEs) play a critical role in the success of supply chains because in most of the situations they work as suppliers for bigger organisations. SMEs need a coordinated supply chain to face dynamic market requirements in terms of short product life cycle, less delivery lead time and continuous cost reduction. This paper tries to justify a coordinated supply chain in SMEs on the basis of major benefits of coordinated supply chain over a non-coordinated supply chain. The author has used analytic hierarchy process (AHP) for this purpose. Major benefits of coordinated supply chain are lead time reduction, agility in supply chain, delivery on time, inventory reduction, service reliability, cost reduction and accurate forecasting of data. By using AHP, global desirability index of coordinated and non-coordinated supply chain are calculated and compared.
{"title":"Justification of coordinated supply chain in small and medium enterprises using analytic hierarchy process","authors":"R. Singh","doi":"10.1504/IJSSCI.2012.051062","DOIUrl":"https://doi.org/10.1504/IJSSCI.2012.051062","url":null,"abstract":"Small and medium enterprises (SMEs) play a critical role in the success of supply chains because in most of the situations they work as suppliers for bigger organisations. SMEs need a coordinated supply chain to face dynamic market requirements in terms of short product life cycle, less delivery lead time and continuous cost reduction. This paper tries to justify a coordinated supply chain in SMEs on the basis of major benefits of coordinated supply chain over a non-coordinated supply chain. The author has used analytic hierarchy process (AHP) for this purpose. Major benefits of coordinated supply chain are lead time reduction, agility in supply chain, delivery on time, inventory reduction, service reliability, cost reduction and accurate forecasting of data. By using AHP, global desirability index of coordinated and non-coordinated supply chain are calculated and compared.","PeriodicalId":365774,"journal":{"name":"International Journal of Services Sciences","volume":"52 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-12-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133992788","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 : 2012-12-18DOI: 10.1504/IJSSCI.2012.051059
P. Beck, Erik Hofmann, Wolfgang Stölzle
Supply chain management (SCM) has developed from an object of operational optimisation into a strategic weapon for distinction from competitors. Dynamically changing and strongly varying customer needs demand a differentiated SCM approach. Supply chain differentiation (SCD) plans and designs supply chains based on customer needs, as increasingly demanded by SCM researchers. Therefore, SCD offers a possibility to increase SCM effectiveness. While practitioners are highly interested in SCD, academia has widely neglected this research area and does not offer an integrated approach. This paper presents a framework for SCD that constitutes the first step in developing a holistic procedure for SCD. Based on a comprehensive literature review, a conceptual framework is derived that integrates relevant decision areas of intra- and inter-organisational SCM. By presenting five case studies, we offer further empirical results concerning SCD and validate the framework.
{"title":"One size does not fit all : An approach for differentiated supply chain management","authors":"P. Beck, Erik Hofmann, Wolfgang Stölzle","doi":"10.1504/IJSSCI.2012.051059","DOIUrl":"https://doi.org/10.1504/IJSSCI.2012.051059","url":null,"abstract":"Supply chain management (SCM) has developed from an object of operational optimisation into a strategic weapon for distinction from competitors. Dynamically changing and strongly varying customer needs demand a differentiated SCM approach. Supply chain differentiation (SCD) plans and designs supply chains based on customer needs, as increasingly demanded by SCM researchers. Therefore, SCD offers a possibility to increase SCM effectiveness. While practitioners are highly interested in SCD, academia has widely neglected this research area and does not offer an integrated approach. This paper presents a framework for SCD that constitutes the first step in developing a holistic procedure for SCD. Based on a comprehensive literature review, a conceptual framework is derived that integrates relevant decision areas of intra- and inter-organisational SCM. By presenting five case studies, we offer further empirical results concerning SCD and validate the framework.","PeriodicalId":365774,"journal":{"name":"International Journal of Services Sciences","volume":"71 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-12-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115777364","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 : 2012-12-18DOI: 10.1504/IJSSCI.2012.051064
Durgesh Kumar Agrawal
Demand chain management is a new customer-focused and demand-driven business model that integrates various processes and activities of marketing and supply chain (SC) to respond dynamic market conditions proactively. This paper through exploratory study examines its present practices in selected Indian manufacturing industries. It finds that market responsiveness is largely fragmented and reactive not proactive. It also establishes superior logistics services and SC capabilities must be customer-focused and demand-driven in dynamic market scenario to gain market competency and outperform against competition through proactive responsiveness.
{"title":"Market responsive demand chain management in Indian companies: an exploratory study","authors":"Durgesh Kumar Agrawal","doi":"10.1504/IJSSCI.2012.051064","DOIUrl":"https://doi.org/10.1504/IJSSCI.2012.051064","url":null,"abstract":"Demand chain management is a new customer-focused and demand-driven business model that integrates various processes and activities of marketing and supply chain (SC) to respond dynamic market conditions proactively. This paper through exploratory study examines its present practices in selected Indian manufacturing industries. It finds that market responsiveness is largely fragmented and reactive not proactive. It also establishes superior logistics services and SC capabilities must be customer-focused and demand-driven in dynamic market scenario to gain market competency and outperform against competition through proactive responsiveness.","PeriodicalId":365774,"journal":{"name":"International Journal of Services Sciences","volume":"96 4 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-12-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129264293","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 : 2012-12-18DOI: 10.1504/IJSSCI.2012.051065
J. Wikner
Competing through goods only has turned out to be increasingly difficult unless efficiency and low-cost manufacturing are at the core of the business. Extending the offering by introducing customisation in combination with services has improved the effectiveness capability. Still, much remains to understand how these servitised businesses can be managed in an integrated fashion. Service operations management and manufacturing operations management have evolved along separate paths but are beginning to align, and by focusing on value adding processes some fundamental principles can be identified. Using a value driven and process-based approach the value offering is defined as provided by initial capabilities and adapting capabilities of the provider. From a supply chain perspective this is shown to be identical to the established approach of balancing efficiency and responsiveness (also referred to as leagility) based on the customer order decoupling point. As a consequence focus on efficiency is at the core of goods-based supply and focus on responsiveness is at the core of service-based supply.
{"title":"A service decoupling point framework for logistics,manufacturing, and service operations","authors":"J. Wikner","doi":"10.1504/IJSSCI.2012.051065","DOIUrl":"https://doi.org/10.1504/IJSSCI.2012.051065","url":null,"abstract":"Competing through goods only has turned out to be increasingly difficult unless efficiency and low-cost manufacturing are at the core of the business. Extending the offering by introducing customisation in combination with services has improved the effectiveness capability. Still, much remains to understand how these servitised businesses can be managed in an integrated fashion. Service operations management and manufacturing operations management have evolved along separate paths but are beginning to align, and by focusing on value adding processes some fundamental principles can be identified. Using a value driven and process-based approach the value offering is defined as provided by initial capabilities and adapting capabilities of the provider. From a supply chain perspective this is shown to be identical to the established approach of balancing efficiency and responsiveness (also referred to as leagility) based on the customer order decoupling point. As a consequence focus on efficiency is at the core of goods-based supply and focus on responsiveness is at the core of service-based supply.","PeriodicalId":365774,"journal":{"name":"International Journal of Services Sciences","volume":"43 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-12-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132079668","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 : 2012-12-18DOI: 10.1504/IJSSCI.2012.051060
P. Hilletofth, L. Lättilä
Organisations must coordinate the value creation (demand chain) and the value delivery (supply chain) processes in order to survive in today's competitive market environment. The need to coordinate ...
{"title":"Framework for demand chain and supply chain coordination","authors":"P. Hilletofth, L. Lättilä","doi":"10.1504/IJSSCI.2012.051060","DOIUrl":"https://doi.org/10.1504/IJSSCI.2012.051060","url":null,"abstract":"Organisations must coordinate the value creation (demand chain) and the value delivery (supply chain) processes in order to survive in today's competitive market environment. The need to coordinate ...","PeriodicalId":365774,"journal":{"name":"International Journal of Services Sciences","volume":"20 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-12-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121276826","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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