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International Journal of Services Sciences最新文献

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Improving Industry 4.0 through service science 以服务科学提升工业4.0
International Journal of Services Sciences Pub Date : 1900-01-01 DOI: 10.1504/IJSSCI.2020.10035494
Agostinho Silva, A. Dionísio, Luís Coelho
{"title":"Improving Industry 4.0 through service science","authors":"Agostinho Silva, A. Dionísio, Luís Coelho","doi":"10.1504/IJSSCI.2020.10035494","DOIUrl":"https://doi.org/10.1504/IJSSCI.2020.10035494","url":null,"abstract":"Improving Industry 4.0 is a hot topic, once in a global study about that concept adoption, conducted by PWC (2016), 72% of the companies expected to be fully operating in Industry 4.0 mode in 2020. This research aims to conceptualise a theoretical methodology to compute value given to concerns of main stakeholders involved and assess the innovation outcomes throughout the service process when the operations shift to Industry 4.0. The literature review showed that service science (S-S) is an inter-disciplinary scientific field that combines organisation with technological knowledge, with a view into categorising, innovating and creating value for service-systems. As a conclusion, operationalising stakeholders' concerns into key concern indicators (KCI) has been developed in a conceptual and theoretical methodology supported by service science theory to compute value, given the concerns of multiple stakeholders involved in the interactions.","PeriodicalId":365774,"journal":{"name":"International Journal of Services Sciences","volume":"26 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121330197","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}
引用次数: 2
Competition and cooperation between brands in a segment: an analysis based on a semi-Markov model 基于半马尔可夫模型的细分市场品牌竞争与合作分析
International Journal of Services Sciences Pub Date : 1900-01-01 DOI: 10.1504/IJSSCI.2009.021962
R. Du, Shizhong Ai, Q. Hu
{"title":"Competition and cooperation between brands in a segment: an analysis based on a semi-Markov model","authors":"R. Du, Shizhong Ai, Q. Hu","doi":"10.1504/IJSSCI.2009.021962","DOIUrl":"https://doi.org/10.1504/IJSSCI.2009.021962","url":null,"abstract":"Because the market position of a product brand is influenced by consumers' buying behaviour, it is important to identify the potential for competition and cooperation between different brands in a product category by using consumer behaviour analysis. To help marketing managers discover the market positions of their brands and to make decisions about competitive or cooperative strategies, we propose an integrated semi-Markov model for consumer behaviour, which combines brand choice, purchase quantity and purchase timing. Based on the model, we mathematically formulate some measures for consumer behaviour and describe a brand's market structure in a new way using semi-Markov processes. The brand's market in the presented structure is classified into one transient segment and several recurrent segments, which can be further classified into loyal segments and switching segments. With the help of this brand's market structure, we analyse the coexistence of competition and cooperation among different brands. To validate the model, we conducted an experiment using the data from a consumer panel of college students.","PeriodicalId":365774,"journal":{"name":"International Journal of Services Sciences","volume":"48 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133426594","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}
引用次数: 3
Supply chain immunity: a methodology for risk management 供应链免疫:一种风险管理方法
International Journal of Services Sciences Pub Date : 1900-01-01 DOI: 10.1504/IJSSCI.2010.029861
R. Srinivasan
{"title":"Supply chain immunity: a methodology for risk management","authors":"R. Srinivasan","doi":"10.1504/IJSSCI.2010.029861","DOIUrl":"https://doi.org/10.1504/IJSSCI.2010.029861","url":null,"abstract":"Supply chain risk management is an important area that has both tremendous practical significance and research potential. Risks can range from very frequent low impact variations to disruptive effects. Biological systems are also similarly under constant attacks and their immune systems have evolved to protect them very effectively. Building on this immune system metaphor, this paper describes a methodology for supply chain risk management in manufacturing and services. The methodology leverages the supply-chain operations reference (SCOR) sub-processes to create distributed solutions for supply chain risks. Two key features that cater to the needs of current supply chain risk management are the ability to uncover the impact of the risk over the entire supply chain and rapid reconfiguration of the supply chain.","PeriodicalId":365774,"journal":{"name":"International Journal of Services Sciences","volume":"44 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124486901","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}
引用次数: 7
Proximity-based customer engagement in services and tourism destinations 基于服务和旅游目的地的就近客户参与
International Journal of Services Sciences Pub Date : 1900-01-01 DOI: 10.1504/IJSSCI.2017.10013057
Rauno Rusko
{"title":"Proximity-based customer engagement in services and tourism destinations","authors":"Rauno Rusko","doi":"10.1504/IJSSCI.2017.10013057","DOIUrl":"https://doi.org/10.1504/IJSSCI.2017.10013057","url":null,"abstract":"Customer engagement (CE) has recently become a popular perspective to study different relationships between customer and provider of products and of services. Though popular, CE studies have not taken into consideration location and proximity-based linkages between customers and providers. This study fills this gap combining CE discussions with proximity discussions using leisure centres and especially tourism as a case study example. According to results, in tourism destinations exist two kinds of customer engagement: place and proximity-based CE and 'typical' long-term CE with repeat customers. Place and proximity-based CE contains several levels: tourist is using her time in the same destination and tourist is consuming several times the same services in the destinations during her trip. That is, she is a repeat customer of certain services of destination during her trip - or even during her next trips to the destination. Basing on the noticed forms of repeat customers, this study provides three levels of customer engagement: macro, micro and hybrid-level CE. The outcomes show the possibilities to enlarge CE perspectives using leisure centre as an example towards the use web-based platforms, where the customer engagement is associated with the (virtual) proximity and system locked-in.","PeriodicalId":365774,"journal":{"name":"International Journal of Services Sciences","volume":"101 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116341048","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}
引用次数: 1
The Finnish road weather business ecosystem: structure, potentials and implications for demand-driven innovation policy 芬兰道路气象商业生态系统:需求驱动型创新政策的结构、潜力和影响
International Journal of Services Sciences Pub Date : 1900-01-01 DOI: 10.1504/IJSSCI.2017.091809
A. Aapaoja, P. Leviäkangas, R. Hautala, H. Mantsinen, Ville Hinkka
{"title":"The Finnish road weather business ecosystem: structure, potentials and implications for demand-driven innovation policy","authors":"A. Aapaoja, P. Leviäkangas, R. Hautala, H. Mantsinen, Ville Hinkka","doi":"10.1504/IJSSCI.2017.091809","DOIUrl":"https://doi.org/10.1504/IJSSCI.2017.091809","url":null,"abstract":"This study analyses the Finnish road weather and maintenance business ecosystem and its development potential. The ecosystem proposes value by combining complementary expertise through which the participating companies can achieve competitive advantages. In order to facilitate value co-creation, public authorities must support and stimulate these ecosystems. The bottlenecks and obstacles identified by the companies and public authorities in value creation clearly indicate that there is significant potential to be realised in the future. In sum, the main challenges are related to rigid procurement models, lack of collaboration, and finding the right people and organisations to work together. In the end, a list of recommendations on how to tackle the constraints for new innovations is presented, e.g., innovative procurement methods, long-term committed collaboration, mutually set objectives supporting shared benefits and risks, and agile piloting on a larger scale. Basically, the same recommendations can be considered for more general innovation strategies.","PeriodicalId":365774,"journal":{"name":"International Journal of Services Sciences","volume":"6 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130359756","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}
引用次数: 1
An empirical test of the linkages of e-service quality with e-satisfaction and perceived value with e-loyalty-related behavioural intentions in India 印度电子服务质量与电子满意度、感知价值与电子忠诚相关行为意向之间联系的实证检验
International Journal of Services Sciences Pub Date : 1900-01-01 DOI: 10.1504/IJSSCI.2011.045566
Rajat Gera, S. Singhvi
{"title":"An empirical test of the linkages of e-service quality with e-satisfaction and perceived value with e-loyalty-related behavioural intentions in India","authors":"Rajat Gera, S. Singhvi","doi":"10.1504/IJSSCI.2011.045566","DOIUrl":"https://doi.org/10.1504/IJSSCI.2011.045566","url":null,"abstract":"The linkages of e-service quality perceptions of general website users in India are empirically tested with their e-satisfaction, value perceptions and e-loyalty related behavioural intentions. Initially, the e-SQ scale was developed and validated through exploratory and confirmatory factor analysis. The extracted e-SQ scale consisted of website attributes of ease of access, flexibility and reliability. The linkages of e-SQ with e-satisfaction, perceived value, and e-loyalty related behavioural intentions of repurchase and recommendation were empirically tested with the help of AMOS ver 4.0. The results provide support for the direct antecedent affect of e-SQ on perceived value which in turn was significant antecedent of e-loyalty related consumer intentions of repurchase and positive word of mouth. E-satisfaction was found to be direct antecedent of positive word of mouth intentions. However, e-SQ was not found to have direct significant linkage with e-satisfaction or e-loyalty related behavioural intent...","PeriodicalId":365774,"journal":{"name":"International Journal of Services Sciences","volume":"17 5 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125730946","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}
引用次数: 2
Methodological research design for Industry 4.0 - a service science approach 工业4.0的方法论研究设计——服务科学方法
International Journal of Services Sciences Pub Date : 1900-01-01 DOI: 10.1504/IJSSCI.2020.113186
Agostinho Silva, A. Dionísio, Luís Coelho
{"title":"Methodological research design for Industry 4.0 - a service science approach","authors":"Agostinho Silva, A. Dionísio, Luís Coelho","doi":"10.1504/IJSSCI.2020.113186","DOIUrl":"https://doi.org/10.1504/IJSSCI.2020.113186","url":null,"abstract":"The challenge of this research is the conceptualisation, from the service science (S-S) perspective, of the methodological research guidelines for empirical case-studies and frameworks to describe and compare the value creation interactions of stakeholders when they evolve their operations from the current operations mode to Industry 4.0 (I4.0) mode. From the literature review we found some contact points between the pragmatist paradigm, I4.0 and service science theory. This philosophical approach is in line with the pragmatist paradigm, involving inductive and deductive logic and mixed methodology, using quantitative and qualitative approaches. The main goal is to provide a framework to better understand the problems raised from digital transformation, assuming, as much as possible, a posture that reflects social justice, collaborative networks and sustainability as basic principles.","PeriodicalId":365774,"journal":{"name":"International Journal of Services Sciences","volume":"265 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132009604","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}
引用次数: 0
Factors affecting service quality perception in internet-banking services: an evidence from Uttarakhand 影响网上银行服务质量感知的因素:来自北阿坎德邦的证据
International Journal of Services Sciences Pub Date : 1900-01-01 DOI: 10.1504/IJSSCI.2017.10013058
Meenakshi Sharma
{"title":"Factors affecting service quality perception in internet-banking services: an evidence from Uttarakhand","authors":"Meenakshi Sharma","doi":"10.1504/IJSSCI.2017.10013058","DOIUrl":"https://doi.org/10.1504/IJSSCI.2017.10013058","url":null,"abstract":"E-banking is the provision of banking service through electronic channels and the customer can access the data without any geographical and time limitation. The new technology development has created highly competitive market conditions for banking service providers. However, the dynamic market conditions expect the banks to better understand the changing needs of consumers. This study examines the factors affecting customer satisfaction for the continuation in dealing with internet-banking services. The study is conducted on the basis of convenient sampling and around three hundred questionnaires were distributed to corporate customers of different banks located in six major districts of Uttarakhand state. Factor analysis was used for the measurement of items which may strongly influence customer's level of satisfaction. The result indicates that, eight variables were found significant and were good predictors of overall satisfaction in e-banking. Therefore, banker and e-banking service designers should think over these dimensions and enable possible changes in the e-banking services which would help in enhancing service quality of internet-banking and increase the level of customers' satisfaction.","PeriodicalId":365774,"journal":{"name":"International Journal of Services Sciences","volume":"119 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131543056","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}
引用次数: 0
Measuring the innovation efficiency of Chinese higher education institutions by network DEA 基于网络DEA的高校创新效率测度
International Journal of Services Sciences Pub Date : 1900-01-01 DOI: 10.1504/IJSSCI.2017.10013092
Meisheng Liu, D. Wu
{"title":"Measuring the innovation efficiency of Chinese higher education institutions by network DEA","authors":"Meisheng Liu, D. Wu","doi":"10.1504/IJSSCI.2017.10013092","DOIUrl":"https://doi.org/10.1504/IJSSCI.2017.10013092","url":null,"abstract":"In this paper, we proposed network DEA models and used them to measure the relative efficiency of the innovative activities of 34 universities sponsored by Project 985 considering both 'knowledge production process' and 'knowledge commercialisation process'. The main results this study has obtained are as follows: firstly, the average technical efficiency was lower than the average scale efficiency. So technical inefficiency should be attracted more attention. Secondly, there were 21 universities which had increasing returns-to-scale. So the universities with increasing return-to-scale should increase innovative inputs to acquire better performance. Thirdly, there were 21 universities whose E-RAMI lower than E-RAMI, which mean that the universities' innovation efficiency will decrease with increasing R&D expenditure.","PeriodicalId":365774,"journal":{"name":"International Journal of Services Sciences","volume":"221 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115735550","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}
引用次数: 0
From service culture to customer behavioural loyalty: an organising framework for service-dominant orientation 从服务文化到顾客行为忠诚:服务主导导向的组织框架
International Journal of Services Sciences Pub Date : 1900-01-01 DOI: 10.1504/IJSSCI.2020.113188
R. Bhatia, Anil K. Bhat
{"title":"From service culture to customer behavioural loyalty: an organising framework for service-dominant orientation","authors":"R. Bhatia, Anil K. Bhat","doi":"10.1504/IJSSCI.2020.113188","DOIUrl":"https://doi.org/10.1504/IJSSCI.2020.113188","url":null,"abstract":"A service-dominant (SD) logic is a new emerging marketing theory that aims at involving customers in the value creation process to co-create unique value with them. While the literature focused on the development of a theory for SD logic and the organisation's strategic capabilities to implement SD logic, less is known about the culture an organisation should possess to enhance its strategic capabilities to co-create value with the customers. In this article, the authors propose an organised framework that will help any organisation to enact SD logic effectively. In particular, the authors identify the organisation's service culture as one of the necessary components for co-creating value with the customers and suggest seven key antecedents of service culture. Additionally, the proposed framework incorporates both the objective measure - customer behavioural loyalty and subjective measure - perceived co-creation value to measure the performance outcome.","PeriodicalId":365774,"journal":{"name":"International Journal of Services Sciences","volume":"30 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122951920","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}
引用次数: 0
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