Pub Date : 2023-01-01DOI: 10.18178/joebm.2023.11.3.744
Vesna Lukovic
—Digital platforms have an increasingly important role in modern economies. Business models based on internet and data-driven software with declining marginal costs and increasing returns have contributed to the success of Airbnb and similar digital platforms. The ranking of properties and their visibility in search results on Airbnb and other platforms have an important impact on small businesses’ revenues. Most studies about Airbnb have not focused on algorithms determining search results and pricing suggestions from the perspective of a host. This research contributes to answers in this respect. The research finds that a host, accommodation provider and business user of Airbnb’s services, despite new European Union legislation regulating digital markets, cannot “catch” price set by the Airbnb in its dynamic pricing algorithm.
{"title":"Can Hosts “Catch” the Right Price in Airbnb’s Algorithm with the Help of the European Union Legislation?","authors":"Vesna Lukovic","doi":"10.18178/joebm.2023.11.3.744","DOIUrl":"https://doi.org/10.18178/joebm.2023.11.3.744","url":null,"abstract":"—Digital platforms have an increasingly important role in modern economies. Business models based on internet and data-driven software with declining marginal costs and increasing returns have contributed to the success of Airbnb and similar digital platforms. The ranking of properties and their visibility in search results on Airbnb and other platforms have an important impact on small businesses’ revenues. Most studies about Airbnb have not focused on algorithms determining search results and pricing suggestions from the perspective of a host. This research contributes to answers in this respect. The research finds that a host, accommodation provider and business user of Airbnb’s services, despite new European Union legislation regulating digital markets, cannot “catch” price set by the Airbnb in its dynamic pricing algorithm.","PeriodicalId":47594,"journal":{"name":"Journal of Business Economics and Management","volume":"34 Supplement_2 1","pages":""},"PeriodicalIF":2.6,"publicationDate":"2023-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"78189091","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"经济学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-01-01DOI: 10.18178/joebm.2023.11.3.749
Junqi Ge
—As technology evolves, artificial intelligence has been applied to various fields and law is no exception. Intellectual property law is a representative realm. As Chinese companies continue to innovate and become more aware of intellectual property protection, the number of intellectual property cases has shown a significant increment in recent years. In order to strengthen the trust of enterprises in the national legal system, China has assigned considerable judicial resources to intellectual property law cases. However, with the rapid development of artificial intelligence technology, the implementation of continual learning combined with the characteristics of intellectual property law cases has made it possible for artificial intelligence to support the trial of intellectual property law disputes. This paper shows the logical and technological basis of the artificial intelligence system in assisting the trial by simulating the procedure of a real-world case trial, which is highly similar to the logic framework of human judges and reasonably processed. And the surge of intellectual property cases in recent years might be able to provide some support for the construction of real and sufficient legal data base. Concerns related to black box, algorithm errors and discrimination are coincidently raised up by many scholars, exposing thorny but possibly solvable challenges of applying artificial intelligence in case trials. Meanwhile, the application of AI in the judicial field is restrained and regulated by the ethical system to ensure the standardized and orderly development of AI in the judicial field.
{"title":"The Application of AI in Case Trials: With Chinese IP Law as an Example","authors":"Junqi Ge","doi":"10.18178/joebm.2023.11.3.749","DOIUrl":"https://doi.org/10.18178/joebm.2023.11.3.749","url":null,"abstract":"—As technology evolves, artificial intelligence has been applied to various fields and law is no exception. Intellectual property law is a representative realm. As Chinese companies continue to innovate and become more aware of intellectual property protection, the number of intellectual property cases has shown a significant increment in recent years. In order to strengthen the trust of enterprises in the national legal system, China has assigned considerable judicial resources to intellectual property law cases. However, with the rapid development of artificial intelligence technology, the implementation of continual learning combined with the characteristics of intellectual property law cases has made it possible for artificial intelligence to support the trial of intellectual property law disputes. This paper shows the logical and technological basis of the artificial intelligence system in assisting the trial by simulating the procedure of a real-world case trial, which is highly similar to the logic framework of human judges and reasonably processed. And the surge of intellectual property cases in recent years might be able to provide some support for the construction of real and sufficient legal data base. Concerns related to black box, algorithm errors and discrimination are coincidently raised up by many scholars, exposing thorny but possibly solvable challenges of applying artificial intelligence in case trials. Meanwhile, the application of AI in the judicial field is restrained and regulated by the ethical system to ensure the standardized and orderly development of AI in the judicial field.","PeriodicalId":47594,"journal":{"name":"Journal of Business Economics and Management","volume":"410 1","pages":""},"PeriodicalIF":2.6,"publicationDate":"2023-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"81314678","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"经济学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-01-01DOI: 10.18178/joebm.2023.11.1.730
S. Wu
—In recent years, minimalism has been pursued in design, and more and more product packaging has used a lot of white space, but there is still no accurate guide for white space in different categories of products. The purpose of this study is to explore the influence of white space ratio in packaging design on consumers’ purchase intention of high-end products and low-end products, and the preferences of different income groups on white space ratio. Respondents are 405 people in China, and the study is quantitative, using independent sample tests and one-way ANOVA tests to answer research questions. This study shows that for low-end products, the lower the white space ratio, the greater the consumer’s willingness to buy, while for high-end products, the higher the white space rate, the lower the consumer’s purchase intention. In addition, for both low-end and high-end products, high-income groups prefer packaging designs with higher white space ratio.
{"title":"The Impact of White Space Ratio of Product Packaging on Consumers’ Purchase Intention","authors":"S. Wu","doi":"10.18178/joebm.2023.11.1.730","DOIUrl":"https://doi.org/10.18178/joebm.2023.11.1.730","url":null,"abstract":"—In recent years, minimalism has been pursued in design, and more and more product packaging has used a lot of white space, but there is still no accurate guide for white space in different categories of products. The purpose of this study is to explore the influence of white space ratio in packaging design on consumers’ purchase intention of high-end products and low-end products, and the preferences of different income groups on white space ratio. Respondents are 405 people in China, and the study is quantitative, using independent sample tests and one-way ANOVA tests to answer research questions. This study shows that for low-end products, the lower the white space ratio, the greater the consumer’s willingness to buy, while for high-end products, the higher the white space rate, the lower the consumer’s purchase intention. In addition, for both low-end and high-end products, high-income groups prefer packaging designs with higher white space ratio.","PeriodicalId":47594,"journal":{"name":"Journal of Business Economics and Management","volume":"10 1","pages":""},"PeriodicalIF":2.6,"publicationDate":"2023-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"88289326","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"经济学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-01-01DOI: 10.18178/joebm.2023.11.3.750
Jeanne baptiste Niyigena, Yongli Wang
—The Rwandan economy has made a revolution compare to the past years and has attracted international investors through foreign direct investment and its economic policies. However, it is not clear whether these investment inflows have made a significant impact on economic growth. Many empirical studies have researched the impact or effect of foreign direct investment on economic growth in the host country; some researchers found a positive impact while others found a negative impact especially in a developing country as their said home country gains more benefit than host country depends in same domains. The objective of this paper is to analyze the relationship between Foreign direct investment (FDI) and economic growth by presenting the impact FDI has on Rwandan economic growth by employing the data from 1998 to 2018 a period of 20 years using World Bank data. This study presents two hypotheses related to GDP growth per capita and FDI. Multiple regression techniques and Augmented Dickey-Fuller Test were used to measure the relationships between independent (FDI) and dependent variables (real GDP). In addition, stationarity test was used and economic software Eviews 10 to present the result. The result showed that foreign direct investment has a positive but not statistically significant impact on Rwandan economic growth.
{"title":"Relationship of Foreign Direct Investment and Economics Growth on Rwandan Economic","authors":"Jeanne baptiste Niyigena, Yongli Wang","doi":"10.18178/joebm.2023.11.3.750","DOIUrl":"https://doi.org/10.18178/joebm.2023.11.3.750","url":null,"abstract":"—The Rwandan economy has made a revolution compare to the past years and has attracted international investors through foreign direct investment and its economic policies. However, it is not clear whether these investment inflows have made a significant impact on economic growth. Many empirical studies have researched the impact or effect of foreign direct investment on economic growth in the host country; some researchers found a positive impact while others found a negative impact especially in a developing country as their said home country gains more benefit than host country depends in same domains. The objective of this paper is to analyze the relationship between Foreign direct investment (FDI) and economic growth by presenting the impact FDI has on Rwandan economic growth by employing the data from 1998 to 2018 a period of 20 years using World Bank data. This study presents two hypotheses related to GDP growth per capita and FDI. Multiple regression techniques and Augmented Dickey-Fuller Test were used to measure the relationships between independent (FDI) and dependent variables (real GDP). In addition, stationarity test was used and economic software Eviews 10 to present the result. The result showed that foreign direct investment has a positive but not statistically significant impact on Rwandan economic growth.","PeriodicalId":47594,"journal":{"name":"Journal of Business Economics and Management","volume":"509 1","pages":""},"PeriodicalIF":2.6,"publicationDate":"2023-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"73581653","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"经济学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-01-01DOI: 10.18178/joebm.2023.11.3.751
Beatriz Martel, Patricia I. Kehuarucho, Martín Collao, Juan Quiroz, Alberto Flores
— Due to the context of the economic recession that the country is going through triggered by the covid-19 pandemic and considering the importance of the textile and clothing sector in Peru, order fulfillment is a requirement in the business world; when there is no control over it, it turns into an indicator of recurring issues for Small and Midsize Enterprises (SMEs) and Micro, Small & Medium Enterprises (MSMEs) of the textile manufacturing sector. This study proposes a production model focused on the mentioned indicator to improve efficiency in the coating process through a management model based on 5S, Total Productive Maintenance (TPM) (autonomous maintenance), and ergonomics with help of simulation software, such as Arena Simulator, Rapid Upper Limb Assessment (RULA) and Delmia V5. After the implementation of this model, positive results were obtained, which showed an increase in overall global efficiency of the machinery by 24.23%, a reduction of supplies search time by 10.63%, and improvements in the risk level due to bad posture to finally get an increase of 45.50% in order fulfillment, on time, in full.
{"title":"Production Model Implementing Lean Manufacturing Tools to Increase Order Fulfillment in SMEs of the Textile Manufacturing Sector","authors":"Beatriz Martel, Patricia I. Kehuarucho, Martín Collao, Juan Quiroz, Alberto Flores","doi":"10.18178/joebm.2023.11.3.751","DOIUrl":"https://doi.org/10.18178/joebm.2023.11.3.751","url":null,"abstract":"— Due to the context of the economic recession that the country is going through triggered by the covid-19 pandemic and considering the importance of the textile and clothing sector in Peru, order fulfillment is a requirement in the business world; when there is no control over it, it turns into an indicator of recurring issues for Small and Midsize Enterprises (SMEs) and Micro, Small & Medium Enterprises (MSMEs) of the textile manufacturing sector. This study proposes a production model focused on the mentioned indicator to improve efficiency in the coating process through a management model based on 5S, Total Productive Maintenance (TPM) (autonomous maintenance), and ergonomics with help of simulation software, such as Arena Simulator, Rapid Upper Limb Assessment (RULA) and Delmia V5. After the implementation of this model, positive results were obtained, which showed an increase in overall global efficiency of the machinery by 24.23%, a reduction of supplies search time by 10.63%, and improvements in the risk level due to bad posture to finally get an increase of 45.50% in order fulfillment, on time, in full.","PeriodicalId":47594,"journal":{"name":"Journal of Business Economics and Management","volume":"15 1","pages":""},"PeriodicalIF":2.6,"publicationDate":"2023-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"89228775","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"经济学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-01-01DOI: 10.18178/joebm.2023.11.1.733
Xianping Ye, L. Luo, Grace R. Tobias
—Performance management is the core of business management, and all the work of business management is based on performance management. The purpose of enterprise management is to improve performance better and faster, optimize the various problems that exist in the process of enterprise survival, and achieve enterprise goals. Since its establishment in 2013, JC has also experienced a rapid growth phase, but the early growth of corporate performance was slow and the company entered a bottleneck in its development. This study investigates JC E-commerce Company as a case study to examine the reasons, process and results of using KPI performance management methods. JC is a private e-commerce company in China. In the early days of its establishment, JC underwent several changes, including corporate mergers and acquisitions, the introduction of advanced production technologies, and a focus on internal innovation, but corporate development was still unsatisfactory and the return on investment remained low. After changing the way of performance management, JC’s performance reached higher than before. At present, there are two main performance management tools widely used by well-known group companies worldwide, one is the Key Performance Indicator (KPI), which was developed earlier, and the Balance Scorecard (BSC), which was created in the early 1990s and is widely used. KPI is JC’s main way of performance management. In a highly competitive business and rapidly changing market environment, the success of business operations depends on achieving higher levels of product quality, cost, innovation, and speed in delivering new products. Therefore, performance management activities aimed at improving the overall performance of the company by promoting the performance of the company and its employees in these areas are receiving increasing attention from companies. This paper will investigate the process JC’s performance management, and then explain the strength and weakness of KPI.
{"title":"Performance Management in E-commerce Companies: A Case Study of JC E-commerce Retail Company","authors":"Xianping Ye, L. Luo, Grace R. Tobias","doi":"10.18178/joebm.2023.11.1.733","DOIUrl":"https://doi.org/10.18178/joebm.2023.11.1.733","url":null,"abstract":"—Performance management is the core of business management, and all the work of business management is based on performance management. The purpose of enterprise management is to improve performance better and faster, optimize the various problems that exist in the process of enterprise survival, and achieve enterprise goals. Since its establishment in 2013, JC has also experienced a rapid growth phase, but the early growth of corporate performance was slow and the company entered a bottleneck in its development. This study investigates JC E-commerce Company as a case study to examine the reasons, process and results of using KPI performance management methods. JC is a private e-commerce company in China. In the early days of its establishment, JC underwent several changes, including corporate mergers and acquisitions, the introduction of advanced production technologies, and a focus on internal innovation, but corporate development was still unsatisfactory and the return on investment remained low. After changing the way of performance management, JC’s performance reached higher than before. At present, there are two main performance management tools widely used by well-known group companies worldwide, one is the Key Performance Indicator (KPI), which was developed earlier, and the Balance Scorecard (BSC), which was created in the early 1990s and is widely used. KPI is JC’s main way of performance management. In a highly competitive business and rapidly changing market environment, the success of business operations depends on achieving higher levels of product quality, cost, innovation, and speed in delivering new products. Therefore, performance management activities aimed at improving the overall performance of the company by promoting the performance of the company and its employees in these areas are receiving increasing attention from companies. This paper will investigate the process JC’s performance management, and then explain the strength and weakness of KPI.","PeriodicalId":47594,"journal":{"name":"Journal of Business Economics and Management","volume":"45 1","pages":""},"PeriodicalIF":2.6,"publicationDate":"2023-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"74085882","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"经济学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-01-01DOI: 10.18178/joebm.2023.11.2.742
P. Minh, Bui Huy Hai Bich
—This paper examines the impact of board gender diversity on the sustainable growth rate in the banking industry. Since there is not much empirical research on the link between gender diversity and sustainable growth of banks, this is a very important step toward further understanding the impact of female directors on boards in the long run in the financial sector. Using the data of 318 bank-year observations from 30 commercial banks in Vietnam for the 2010 – 2020 period, we find that gender diversity on boards significantly contributes to banks’ sustainable growth rate. Our findings remain unchanged after taking endogeneity issues into consideration and using different measures of board gender diversity. This study adds to the existing literature regarding the banking sector and suggests that banks should concentrate their efforts on hiring more female directors.
{"title":"Does Board Gender Diversity Matter for Sustainable Growth Rate? Evidence from Banking Industry in Vietnam","authors":"P. Minh, Bui Huy Hai Bich","doi":"10.18178/joebm.2023.11.2.742","DOIUrl":"https://doi.org/10.18178/joebm.2023.11.2.742","url":null,"abstract":"—This paper examines the impact of board gender diversity on the sustainable growth rate in the banking industry. Since there is not much empirical research on the link between gender diversity and sustainable growth of banks, this is a very important step toward further understanding the impact of female directors on boards in the long run in the financial sector. Using the data of 318 bank-year observations from 30 commercial banks in Vietnam for the 2010 – 2020 period, we find that gender diversity on boards significantly contributes to banks’ sustainable growth rate. Our findings remain unchanged after taking endogeneity issues into consideration and using different measures of board gender diversity. This study adds to the existing literature regarding the banking sector and suggests that banks should concentrate their efforts on hiring more female directors.","PeriodicalId":47594,"journal":{"name":"Journal of Business Economics and Management","volume":"38 1","pages":""},"PeriodicalIF":2.6,"publicationDate":"2023-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"80760197","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"经济学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-01-01DOI: 10.18178/joebm.2023.11.3.747
Y. J. Lin, Chuan-Yi Chang, Shein-Yung Cheng, Meng-Yen Tom Lin
,
，
{"title":"Decision Support Applications by Coordinate Purchase Association Graph in Retailing","authors":"Y. J. Lin, Chuan-Yi Chang, Shein-Yung Cheng, Meng-Yen Tom Lin","doi":"10.18178/joebm.2023.11.3.747","DOIUrl":"https://doi.org/10.18178/joebm.2023.11.3.747","url":null,"abstract":",","PeriodicalId":47594,"journal":{"name":"Journal of Business Economics and Management","volume":"15 1","pages":""},"PeriodicalIF":2.6,"publicationDate":"2023-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"73092349","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"经济学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-01-01DOI: 10.18178/joebm.2023.11.2.740
Jinyi Zha
—With the public’s awareness of environmental protection, new energy vehicles have been favored by more and more consumers. However, in the development process of new energy, in fact, there are risks caused by the fluctuation of many influencing factors. Therefore, how to formulate reasonable technological development routes and market strategies according to China’s actual situation and combined with the characteristics of new energy vehicle technology, so increase international competitiveness and increase stock market value has become an important topic for the development of China’s new energy vehicle industry. First, this paper combines domestic and foreign representative companies of the new energy vehicle industry to analyze the industry status quo. Secondly, it analyzes the strategic environment for the development of new energy automobile industry. In the process of research, the influence hypothesis of China Consumer Price Index (CPI), Exchange rate (USD-CNY) and the company’s net profit on the company’s stock price was put forward. Taking Tesla, BYD and NIO as examples, SPSS software was used to analyze the data from January 2021 to October 2022. Multiple linear regression analysis was conducted by using China CPI, Exchange rate (USD-CNY) and the company’s net profit as independent variables. The hypothesis is proved and disproved by BETA coefficient, and the influence of three variables on the company’s stock price and its reasons are analyzed. Finally, it puts forward some policy suggestions to enhance the international competitiveness of the new-energy automobile industry.
{"title":"Based on Multiple Linear Regression Model, Analyze the Influencing Factors of New Energy Vehicle Stock","authors":"Jinyi Zha","doi":"10.18178/joebm.2023.11.2.740","DOIUrl":"https://doi.org/10.18178/joebm.2023.11.2.740","url":null,"abstract":"—With the public’s awareness of environmental protection, new energy vehicles have been favored by more and more consumers. However, in the development process of new energy, in fact, there are risks caused by the fluctuation of many influencing factors. Therefore, how to formulate reasonable technological development routes and market strategies according to China’s actual situation and combined with the characteristics of new energy vehicle technology, so increase international competitiveness and increase stock market value has become an important topic for the development of China’s new energy vehicle industry. First, this paper combines domestic and foreign representative companies of the new energy vehicle industry to analyze the industry status quo. Secondly, it analyzes the strategic environment for the development of new energy automobile industry. In the process of research, the influence hypothesis of China Consumer Price Index (CPI), Exchange rate (USD-CNY) and the company’s net profit on the company’s stock price was put forward. Taking Tesla, BYD and NIO as examples, SPSS software was used to analyze the data from January 2021 to October 2022. Multiple linear regression analysis was conducted by using China CPI, Exchange rate (USD-CNY) and the company’s net profit as independent variables. The hypothesis is proved and disproved by BETA coefficient, and the influence of three variables on the company’s stock price and its reasons are analyzed. Finally, it puts forward some policy suggestions to enhance the international competitiveness of the new-energy automobile industry.","PeriodicalId":47594,"journal":{"name":"Journal of Business Economics and Management","volume":"31 1","pages":""},"PeriodicalIF":2.6,"publicationDate":"2023-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"82476112","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"经济学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-01-01DOI: 10.18178/joebm.2023.11.2.743
Ricardo Fernandez-Rios, Sebastian Salas-Guillen, Martin Collao-Diaz, J. Quiroz-Flores, A. Flores-Perez
—The foodservice industry has grown rapidly in recent years. It has been one of the most affected ones in the current situation. This sector faces various problems and/or challenges related to cost, waiting time, quality of products, and recurring charges in the purchase decision by customers, who are more demanding and expect not only a good product but a good service. The objective of this work is to improve customer satisfaction. The proposed model, based on the tool Business Process Management (BPM) and Material Requirement Planning (MRP), is to achieve an improvement in the Net Promoter Score (NPS) indicator. The company under evaluation has a score of −2 in that indicator due to a poor service provided to a significant group of customers. After the implementation of both tools, the indicator improved, and the new value was 6, approaching the average NPS metric for restaurants, which is 37.
{"title":"Service Management Model Based on BPM and MRP to Increase Customer Satisfaction in SME in the Fast Food Sector","authors":"Ricardo Fernandez-Rios, Sebastian Salas-Guillen, Martin Collao-Diaz, J. Quiroz-Flores, A. Flores-Perez","doi":"10.18178/joebm.2023.11.2.743","DOIUrl":"https://doi.org/10.18178/joebm.2023.11.2.743","url":null,"abstract":"—The foodservice industry has grown rapidly in recent years. It has been one of the most affected ones in the current situation. This sector faces various problems and/or challenges related to cost, waiting time, quality of products, and recurring charges in the purchase decision by customers, who are more demanding and expect not only a good product but a good service. The objective of this work is to improve customer satisfaction. The proposed model, based on the tool Business Process Management (BPM) and Material Requirement Planning (MRP), is to achieve an improvement in the Net Promoter Score (NPS) indicator. The company under evaluation has a score of −2 in that indicator due to a poor service provided to a significant group of customers. After the implementation of both tools, the indicator improved, and the new value was 6, approaching the average NPS metric for restaurants, which is 37.","PeriodicalId":47594,"journal":{"name":"Journal of Business Economics and Management","volume":"87 1","pages":""},"PeriodicalIF":2.6,"publicationDate":"2023-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"84214165","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"经济学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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