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Article
Publication date: 8 January 2019

Yann Mey Yee, Cheng Ling Tan and Ramayah Thurasamy

This paper aims to discuss the necessity of building a knowledge management system in today’s knowledge economy by focusing on human capital management, choice of tools, and how…

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Abstract

Purpose

This paper aims to discuss the necessity of building a knowledge management system in today’s knowledge economy by focusing on human capital management, choice of tools, and how knowledge processes affect an organization’s strategic capabilities.

Design/methodology/approach

Analyzing several theoretical models in the area of knowledge management and explaining how motivation and choice of tools can improve utilization of knowledge management system.

Findings

Building a knowledge management system is recommended for transitioning into data analytics to capture business trends in the knowledge economy. Motivation and choice of tools are important to determine the utilization of a knowledge management system.

Practical implications

This paper presents practical issues and provides insights into building and using a knowledge management system in today’s organizations.

Originality/value

This paper justifies the need of knowledge management system and presents the issues and solutions to integrate knowledge management system into an organization.

Details

Strategic Direction, vol. 35 no. 2
Type: Research Article
ISSN: 0258-0543

Keywords

Article
Publication date: 19 May 2020

Cheng Ling Tan and Sook Fern Yeo

In recent years, the traditional pastries industry has gained popularity among tourists due to the advantage of the pastries location at UNESCO Heritage city, Penang. However, the…

Abstract

Purpose

In recent years, the traditional pastries industry has gained popularity among tourists due to the advantage of the pastries location at UNESCO Heritage city, Penang. However, the little research focussed on this particular industry, and there is lack of evidence of the tourists' experience with the traditional pastries and how these attributes affect their revisit decision.

Design/methodology/approach

The study utilizes a qualitative research design to gain in-depth understanding on tourists' thought and their repurchase decision. Secondary data were collected via TripAdvisor with 68 tourists who visited the most popular three pastries shops namely, Him Heang, Ghee Hiang and Min Xiang Tai, which are later analysed using qualitative content analysis.

Findings

The findings revealed that tourists generally concerned about the service quality, value, brand image and atmospherics that could affect their repurchasing decision. Particularly, the staff service quality has been viewed as the upmost important attribute to influence the tourists' decision. Therefore, the pastries shops shall ensure that the staff who serve the tourists shall be well trained to satisfy the tourists' enquiry.

Research limitations/implications

The limitation concerning the interpretation of the secondary data based on the feedbacks and comments of the tourists may derive the bias possibility. Future research might consider the large-scale primary data to extend the findings.

Originality/value

Limited research exists on the tourists' experience which affects the repurchasing decision in pastries industry. This study provides valuable information for pastries shops and researchers interested in this area.

Details

British Food Journal, vol. 122 no. 12
Type: Research Article
ISSN: 0007-070X

Keywords

Article
Publication date: 15 November 2018

Eu Chin Ong, Cheng Ling Tan and Azlan Amran

This paper aims to highlight a limitation of the understanding of agility within organizations, while providing the reasoning and anecdotal example of an effective setting where…

426

Abstract

Purpose

This paper aims to highlight a limitation of the understanding of agility within organizations, while providing the reasoning and anecdotal example of an effective setting where agility exists, and how this affects firms’ productivity through focusing on the principle of ownership motivation.

Design/methodology/approach

The contemporary thoughts and historical research with anecdotal evidence are gathered from small business owners in the insurance industry.

Findings

Agility implementation in firms today is mainly top-down team focused. While bottom-up input approaches are prescribed for firm organizational agility implementation, the mantle of ownership and drive are not imparted to employees. The example of a service industry highlights the possibilities of having agility within the organization implemented by direct ownership of most if not all the operations and functions.

Practical implications

This paper shares a working example of implemented agility and proposes the application within the broader scope of firm operations, particularly for smaller firms looking for sustainable advantages.

Originality/value

It re-looks at actual implementable agile practices by re-imaging the role of employees into functional business units from the bottom-up, rather than from the top-down, as a different perspective of agility.

Details

Strategic Direction, vol. 35 no. 1
Type: Research Article
ISSN: 0258-0543

Keywords

Article
Publication date: 14 July 2023

Seng Cheong Cheah and Cheng Ling Tan

This study intends to examine the relationships between external knowledge sourcing (EKS), organizational ambidexterity (OA), and manufacturing performance (MP) in the context of…

Abstract

Purpose

This study intends to examine the relationships between external knowledge sourcing (EKS), organizational ambidexterity (OA), and manufacturing performance (MP) in the context of large manufacturing firms within a dynamic environment setting. The research framework and derived hypotheses are grounded in the knowledge-based view (KBV) and dynamic capability (DC) theories.

Design/methodology/approach

A self-administered online survey was used in this study to gather data. Respondents were the operation leaders representing large manufacturing firms. The collected data were screened for invalid responses, and hypotheses were tested using structural equation modeling.

Findings

The study reveals that OA and EKS play key roles in achieving a better MP. Likewise, OA also mediates the relationship between EKS and MP.

Research limitations/implications

Cross-sectional data were collected from large manufacturing firms within five focus sectors in Malaysia. A similar study can be conducted with more sectors of different contexts to confirm the findings.

Practical implications

Knowledge is critical for the firm to react to environmental dynamism, and the ability to manage it ambidextrously will enable the firm to enhance its performance.

Originality/value

This study offers empirical insights from the perspective of the large manufacturing firms in Malaysia, which are undergoing an Industrial Revolution 4.0 (IR4.0) transformation. This study bridges the knowledge gap by revealing the value that EKS can facilitate MP, exploring OA as the prevalent factor and demonstrating how KBV and DC can be applied in this study.

Details

Benchmarking: An International Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1463-5771

Keywords

Article
Publication date: 3 July 2021

Sook Fern Yeo, Cheng Ling Tan and Yen-Nee Goh

This study aims to investigate the link of functional service quality (hospital’s reputation, administrative procedures, trustworthiness, patient-care provider relationship and…

Abstract

Purpose

This study aims to investigate the link of functional service quality (hospital’s reputation, administrative procedures, trustworthiness, patient-care provider relationship and waiting time), satisfaction and patient loyalty on the obstetrics services in private health-care in Malaysia.

Design/methodology/approach

A total of 419 mothers who had obtained obstetrics services had participated in this study in a continuous and coordinated manner. The study was conducted in 10 private hospitals in Malaysia throughout April 2018.

Findings

Results show that providing excellent service had increased the level of patient satisfaction and achieved patient loyalty. Patients tend to switch to other obstetricians if they are unhappy with the current services that are being offered. The findings showed that patient satisfaction was found to be mediating the relationship between hospital reputation and patient loyalty; trustworthiness and patient loyalty; patient care relationship and patient loyalty; and waiting time and patient loyalty. However, this study also found that administrative procedures do not influence patient satisfaction significantly.

Practical implications

The outcome of this study able to assist the management of the private hospitals to have more operational and practical strategies that would enhance their service quality for the betterment in their services for their patients in this competitive industry.

Originality/value

This paper provides patients’ perception of their loyalty towards obstetrics services offered by private hospitals in Malaysia.

Details

International Journal of Pharmaceutical and Healthcare Marketing, vol. 15 no. 3
Type: Research Article
ISSN: 1750-6123

Keywords

Article
Publication date: 19 May 2023

Gu-Hong Lin, Cheng-An Chuang, Cheng Ling Tan, Sook Fern Yeo and Fan-Yi Wu

Refractory materials are now used in all major industries that demand high-temperature resistance, including petrochemicals, steel, cement and aviation. Businesses must decrease…

Abstract

Purpose

Refractory materials are now used in all major industries that demand high-temperature resistance, including petrochemicals, steel, cement and aviation. Businesses must decrease operating costs, enhance product technology, sell well and manage corporate risks in decision-making, notably supplier selection, to be more competitive. The study aims to determine the key criteria and factors of supplier selection and to evaluate the importance of the key factor of the supplier selection criteria for the refractory materials manufacturers in Taiwan.

Design/methodology/approach

Analytical hierarchy process (AHP) is used to rank these factors for the decision maker. The AHP method is suitable for verifying refractory supplier selection criteria and providing references. The weighted loss scores for each supplier are then determined using the relative importance as the weights. Supplier selection criteria are ranked using their aggregate weighted loss scores. The provider with the lowest loss score should be chosen.

Findings

Product quality is the most significant of the five criteria: product quality, production technology, logistics capacity, service capability and supplier background. Professionalism is the most significant aspect of product quality, whereas equipment and capacity are vital in manufacturing techniques. The studies also show that the delivery rate is essential for logistics and service capabilities.

Practical implications

This research has important implications for refractory suppliers in promptly fine-tuning the production and service to enhance customer satisfaction, which is key to business sustainability.

Originality/value

The application of an AHP technique to a real-world industrial issue is what makes this research unique. This research addressed one of the most critical topics in supply chain operations by offering better judgement for supplier selection via the use of suitable quantitative methodologies.

Details

Industrial Management & Data Systems, vol. 123 no. 6
Type: Research Article
ISSN: 0263-5577

Keywords

Article
Publication date: 27 November 2020

Aizzat Mohd Nasurdin, Cheng Ling Tan and Sabrina Naseer Khan

This paper aims to examine the effects of high-performance work practices (HPWPs) (participation, training and compensation) on nurses’ job performance (task and contextual…

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Abstract

Purpose

This paper aims to examine the effects of high-performance work practices (HPWPs) (participation, training and compensation) on nurses’ job performance (task and contextual) through the mediating role of job satisfaction. As nurses form the bulk of health-care professionals, their performance at work is crucial in determining patient satisfaction regarding care quality. HPWPs have been recognized as having the ability to affect employees’ work attitudes and behaviours positively. Specifically, these practices foster job performance.

Design/methodology/approach

Self-administered questionnaires were used to collect the survey data on 639 staff nurses working in large private hospitals in Malaysia. Data were subsequently analysed using the partial least squares method.

Findings

The findings indicate that job satisfaction serves to mediate the relationships between the three HPWPs (participation, training and compensation) and the two dimensions of job performance (task performance and contextual performance).

Research limitations/implications

First, as all variables were measured using self-reports, a common-method bias could exist (Podsakoff et al., 2003). Hence, future researchers may want to combine self-assessments and supervisory or peer assessment to improve the validity of the outcomes. Second, the cross-sectional nature of this study limits our ability to make causal inferences. Bias could happen because the study examined both exogenous and endogenous variables at the same time. Thus, a longitudinal approach taken in the future could cross-validate the current findings and provide additional support regarding the causality of the HPWPs-job performance relationship. Third, the data were collected from staff nurses working in large private hospitals in Peninsular Malaysia. Thus, one should be careful to generalize the findings to different health-care professional groups and organizations.

Practical implications

From the practical perspective, it is evident from the findings that as job satisfaction is able to enhance job performance and given the need for nurses to provide quality health-care services, private hospital authorities concerned with encouraging greater job performance among their nursing workforce need to provide adequate support to their employees. This could be achieved through the implementation of HPWPs. Perceptions of the extent of a hospital’s HPWPs in terms of participation, training and compensation, have significant and positive effects on nurses’ level of job satisfaction. Therefore, it would be worthwhile for private hospitals to encourage more opportunities for nurses to participate in decision-making regarding their work. In addition, frequent training activities will be able to enhance nurses’ knowledge, skills and abilities, resulting in greater satisfaction

Originality/value

To the best of the authors’ knowledge, this is the first attempt to investigate the effects of HPWPs on nurses’ job performance in the Malaysian private health-care context. As studies using Eastern samples are relatively limited, the findings from this study would serve to expand the extant literature from a cross-cultural perspective.

Details

International Journal of Quality and Service Sciences, vol. 12 no. 4
Type: Research Article
ISSN: 1756-669X

Keywords

Article
Publication date: 5 April 2022

Cheng Ling Tan, Zhongkai Tei, Sook Fern Yeo, Kee-Hung Lai, Ajay Kumar and Leanne Chung

Digital transformation (DT) in the semiconductor industry goes beyond traditional business operations and supply chain management (OSCM) to the digital world. Despite significant…

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Abstract

Purpose

Digital transformation (DT) in the semiconductor industry goes beyond traditional business operations and supply chain management (OSCM) to the digital world. Despite significant developments in recent years, blockchain implementations for OSCM remain relatively underdeveloped in the semiconductor industry. Therefore, this research aims to examine the relationships between blockchain visibility, supply chain integration (SCI) and supply chain performance (SCP) in the era of DT in Malaysia's semiconductor industry to shed light on this emerging area.

Design/methodology/approach

A convenience sampling of 71 operations and supply chain managers attached to semiconductor manufacturing firms in Malaysia were invited to participate in a survey. In assessing blockchain visibility within the industry, key terms namely business intelligence gathering, information exchange, information technology (IT) and knowledge of asset status, were conceptualised from the literature review. The questionnaires developed to collect data were validated by industry and academic experts.

Findings

The results from the analysis confirmed that SCI mediates the link between blockchain visibility (information exchange, business intelligence gathering and knowledge asset status) and SCP. Likewise, the importance-performance matrix analysis (IPMA) outcomes revealed that IT played a minor role. The results suggested that semiconductor manufacturers should pay less attention to IT since this was identified as having the least priority towards improvement.

Practical implications

The outcomes from this research enable policymakers to strategise and integrate blockchain technology in the era of DT to ensure sustainable SCM in the semiconductor industry in Malaysia.

Originality/value

The research bridge the knowledge gap by revealing the value that blockchain visibility can facilitate SCP and explore SCI as the prevailing factor and demonstrates how Resource-Based Theory and Network Theory can be applied in this study.

Details

Industrial Management & Data Systems, vol. 123 no. 1
Type: Research Article
ISSN: 0263-5577

Keywords

Article
Publication date: 26 December 2022

Sook Fern Yeo, Cheng Ling Tan, Irene Yoke Chu Leong, Dario Natale Palmucci and Yu Jian Then

This study aims to investigate the factors that influence young consumers' purchase intention towards dietary supplements (DS) in Malaysia.

Abstract

Purpose

This study aims to investigate the factors that influence young consumers' purchase intention towards dietary supplements (DS) in Malaysia.

Design/methodology/approach

The supplement industry in Malaysia has been growing rapidly recently due to a paradigm shift in healthcare management, from curative to prevention. Thus, it has sparked interest to conduct a study on the factors that influence young consumers' purchase intentions towards DS. With a response rate of 74.5%, a survey questionnaire was used to elicit data from 149 Gen-Y respondents who consume supplements on a regular basis.

Findings

The results revealed that the influencing factors towards purchase decisions among these Gen-Y respondents aged between 17 and 25 are based on product knowledge and product quality. The implications of these findings and directions for future research are outlined at the end of this paper.

Originality/value

This study offers empirical insights from the perspective of an emerging digital economy on the factors that influence young consumers' purchase intentions towards DS in Malaysia.

Details

British Food Journal, vol. 125 no. 7
Type: Research Article
ISSN: 0007-070X

Keywords

Article
Publication date: 15 February 2022

Sook Fern Yeo, Cheng Ling Tan, Ming-Lang Tseng, Steven Tam and Weng Kuan San

In recent years, consumers today recognise organic foods as high-quality products which can benefit them in various aspects. The tendency to switch consumption behaviours from…

1284

Abstract

Purpose

In recent years, consumers today recognise organic foods as high-quality products which can benefit them in various aspects. The tendency to switch consumption behaviours from conventional to ecological food products or organic food has largely been due to the claims that organic crops are grown in eco-friendly and sustainable environments. Thus, the study highlighted unique results on young consumers' purchasing intentions from a new perspective. The paper aims to investigate the factors influencing consumers' purchase decision towards organic food, particularly amongst Generation Y consumers.

Design/methodology/approach

The underlying fuzzy set theory is employed to handle the fuzziness of consumers' perceptions since the attributes are usually expressed in linguistic preferences. Overall, the study focussed on five important aspects – health consciousness, environmental concern, social influencing and ethical concern – that also include twenty criteria that had been identified and introduced after a thorough review of related literature.

Findings

The results reveal that the most important criteria in the selected firm are environment protection, chemical instrument, buying attitude and animal testing. In comparison, the cause group includes criteria such as environment protection, natural food and support for training programmes, whilst the effect group includes production practices, monitoring protections and ethically produced food.

Research limitations/implications

The sample collection from the study focussed on Generation Y consumers who consume organic food in Malaysia. This could lead to the limitation towards external generalisability. The study will provide numerous advantages to the communities. The policy maker should develop a proper marketing strategy to promote organic food as food that is healthier, better in nutrition and safer for society.

Originality/value

Utilising fuzzy decision-making trial and evaluation laboratory (DEMATEL) in analysing the fuzziness of consumers' perceptions towards consumers' purchase decision can be expected to expand the breadth of knowledge to both academic and practical.

Details

British Food Journal, vol. 124 no. 12
Type: Research Article
ISSN: 0007-070X

Keywords

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