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Article
Publication date: 1 March 2004

Rajesh Piplani, Shaligram Pokharel and Albert Tan

The use of information technology (IT) in the logistics area is growing all over the world and so is the number of third party logistics providers. In this article a…

Abstract

The use of information technology (IT) in the logistics area is growing all over the world and so is the number of third party logistics providers. In this article a specific case of interrelation between the uses of IT at the third party logistics service providers (3PLs) in Singapore is highlighted. Information collected through a randomly selected sample of 3PLs indicates that more and more service providers are either planning to incorporate IT in their operations or are benefiting from their use. Towards this end, the providers are acquiring new knowledge, skills and technologies. The survey results showed that respondents are also concerned about their investments in IT as they feel that with rapidly changing technology, their equipment, skill and processes could become obsolete before any tangible benefits could be derived from them. The providers indicate that financial justification is another key barrier to full‐scale IT implementation. These constraints hinder the implementation of strategic IT projects, which require significant investments. Therefore, a package program for skill development and equipment incentive could be initiated for 3PLs in Singapore.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 16 no. 1
Type: Research Article
ISSN: 1355-5855

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Article
Publication date: 21 November 2016

Yen-Hao Hsieh and Soe-Tsyr Yuan

This study aims propose an innovative notion of the advanced technology based on the expectation theory and the emotion theory for a case study of the context-aware service

Abstract

Purpose

This study aims propose an innovative notion of the advanced technology based on the expectation theory and the emotion theory for a case study of the context-aware service system applied to the exhibition service sector.

Design/methodology/approach

To evaluate the feasibility of the notion of the advanced technology and the context awareness, the authors have collected and analyzed the data from three stakeholders through the real field applications of the mExhibition service system.

Findings

The evaluation results show that customers fairly enjoyed and were satisfied different exhibition customer experience journeys.

Originality/value

The originality of this paper is: facilitation of exquisite customer experience delivery via the advanced technology as evidenced by the mExhibition service system; exhibition service innovation through mExhibition; embodied value co-creation within the exhibition technology and mExhibition service system; and mExhibition commerce realization.

Details

International Journal of Quality and Service Sciences, vol. 8 no. 4
Type: Research Article
ISSN: 1756-669X

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Article
Publication date: 17 July 2009

Doren Chadee and Revti Raman

The purpose of this paper is to review the development of the empirical literature on international outsourcing of information technology services (ITS) over the 1992‐2007…

Abstract

Purpose

The purpose of this paper is to review the development of the empirical literature on international outsourcing of information technology services (ITS) over the 1992‐2007 period and to identify future research areas.

Design/methodology/approach

A sample of 78 empirical academic publications on international outsourcing of ITS conducted between 1992 and 2007 across 46 scholarly journals constitutes the main data for analytical purposes. The sample is compiled following extensive electronic searches of the main academic databases. After clustering the studies in the sample according to their main research areas, a narrative approach is used to review developments in each cluster and to identify emerging research areas.

Findings

Four main areas of research are identified, namely outsourcing decision, outsourcing management (OSM), outsourcing outcome and the role of offshore service providers (OSPs). The review suggests that research efforts to date have been predominantly on outsourcing decision and OSM, mostly from the perspective of clients. Future research opportunities exist in the areas of outsourcing strategy and performance, the behaviour and performance of OSPs particularly within the context of firms from less‐developed countries competing globally, and the nature of competition among OSPs both within and among countries.

Originality/value

This is the first review which focuses on empirical studies of outsourcing for ITS. This paper identifies several gaps in the literature and points to the need for more research on outsourcing from the perspective of OSPs.

Details

International Marketing Review, vol. 26 no. 4/5
Type: Research Article
ISSN: 0265-1335

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Article
Publication date: 6 March 2017

Alfred Presbitero, Banjo Roxas and Doren Chadee

How do knowledge-intensive technology-based offshore information technology service providers (ITSPs) in developing countries sustain their innovation and remain…

Abstract

Purpose

How do knowledge-intensive technology-based offshore information technology service providers (ITSPs) in developing countries sustain their innovation and remain competitive? The purpose of this paper is to answer this question by drawing from the knowledge-based view of firm innovation to argue that organisational collectivism (COLL) plays a crucial role in influencing the effects of knowledge-based capabilities on innovation of ITSPs.

Design/methodology/approach

The study develops a model which shows that learning mediates the effects of knowledge sharing on innovation and that COLL moderates the effects of knowledge sharing on both innovation and learning. A moderated-mediation model is tested using structural equation modelling techniques and data (n=388) from a survey of ITSPs in the Philippines.

Findings

The results show that knowledge sharing capability is positively related to innovation and that organisational learning capability fully mediates the effects of knowledge sharing on innovation. Moreover, COLL is found to significantly and positively moderate the effects of knowledge sharing on both organisational learning and innovation. The results indicate that organisational learning serves as the mechanism that transforms knowledge into innovation, but this effect is contingent on COLL of ITSPs.

Practical implications

The findings suggest that ITSPs from developing countries can look beyond costly investments in research and development activities to invigorate their innovative capabilities. ITSPs can focus on the development of their intangible assets such as COLL to enhance the effects of knowledge-based resources on innovation for sustaining their competitiveness.

Originality/value

The moderated-mediation analytical approach to assessing the joint effects of knowledge sharing, organisational learning and collectivism on innovation is novel. The significant effects of the moderator suggest that the mediation mechanisms might differ depending on the levels of development of COLL in the organisation.

Details

International Journal of Physical Distribution & Logistics Management, vol. 47 no. 2/3
Type: Research Article
ISSN: 0960-0035

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Article
Publication date: 29 November 2019

Mohamad Abu Ghazaleh and Abdelrahim M. Zabadi

Internet of things (IoT) and big data (BD) could change how the societies function. This paper explores the role of IoT and BD and their impact on customer relationship…

Abstract

Purpose

Internet of things (IoT) and big data (BD) could change how the societies function. This paper explores the role of IoT and BD and their impact on customer relationship management (CRM) investments in modern customer service. The purpose of this paper is to develop an analytic hierarchy planning framework to establish criteria weights and to develop a general self-assessment model for determining the most important factors influencing the IoT and BD investment in CRM. The authors found that most studies have focused on conceptualizing the impact of IoT without BD and with limited empirical studies and analytical models. This paper sheds further light on the topic by presenting both IoT and BD aspects of future CRM.

Design/methodology/approach

The analytic hierarchy process (AHP) methodology is used to weight and prioritize the factors influencing the IoT and BD investment in modern CRM in the service industry. The AHP framework resulted in a ranking of 21 sustainability sub-factors based on evaluations by experienced information technology and customer service professionals.

Findings

The paper provides significant insight on the new frontier of CRM, focusing on the use of IoT and BD and the respective solutions to address them were identified. This study primarily contributes in providing the process of effectively managing and implementing IoT and BD in big businesses by identifying the connecting link between firms and customers.

Practical implications

The understanding of new frontier of CRM connective via IoT and BD can solve the dilemmas and challenges linked to the practice of implement IoT and BD in the information systems field. The study provides valuable information and critical analysis of IoT and BD with regard to the integration of CRM. Finally, this study further provides directions for future researchers.

Originality/value

IoT and BD are a growing phenomenon, which business decision-makers and information professionals need to consider seriously to properly ascertain the modern CRM dimensions in the digital economies. They also should embrace the proper CRM innovation, which is powered by IoT and BD, and discover how IoT and BD can bring the next level of maturity to CRM “CRM of everything.”

Details

International Journal of Organizational Analysis, vol. 28 no. 1
Type: Research Article
ISSN: 1934-8835

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Article
Publication date: 5 February 2020

Harjit Singh, Purva Grover, Arpan Kumar Kar and P. Vigneswara Ilavarasan

The purpose of this paper is to summarize the literature of electronic government frameworks and models to identify various constructs and their relationship to measure…

Abstract

Purpose

The purpose of this paper is to summarize the literature of electronic government frameworks and models to identify various constructs and their relationship to measure the performance of e-government projects.

Design/methodology/approach

In total, 77 publications were identified from Scopus database after using exclusion and inclusion criteria. A total of 136 constructs were mapped across five categories. Further using network science, communities of usage of these constructs across different studies were identified.

Findings

Dominant constructs used across studies were ease of use, usefulness, user satisfaction, infrastructure, website maturity, security, user trust, transparency, empowerment, operational efficiency, service quality and information quality. This review offers directions for future research in terms of potential for constructs, which have been explored lesser in the existing literature.

Research limitations/implications

The study provides direction for the usage of theoretical lenses, constructs and association among usage for the evaluation of e-government projects, which have been used less in existing literature, and thus, has higher needs for greater exploration. Search scope is limited to Scopus database, which is one of the largest citation database.

Practical implications

It gives information to the policymakers about the importance of the dominant constructs such as user satisfaction, usefulness, ease of use, efficiency and quality, which have been used across the spectrum of studies of e-government performance assessment frameworks and models. Practitioners need to accommodate the relevance of these factors while designing processes and key performance indicators.

Originality/value

This study analyzes the e-government assessment frameworks and gives direction to theory building for future studies.

Details

Transforming Government: People, Process and Policy, vol. 14 no. 1
Type: Research Article
ISSN: 1750-6166

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Article
Publication date: 11 January 2016

Sakari Luukkainen, Mikko Karjalainen, Juha Winter and Mehrdad Bagheri Majdabadi

The aim of this paper is to identify promoting and restraining factors of a novel mobile service in the pedestrian safety area.

Abstract

Purpose

The aim of this paper is to identify promoting and restraining factors of a novel mobile service in the pedestrian safety area.

Design/methodology/approach

This paper uses the case study methodology that focus on analyzing a specific case of mobile safety services in depth. A case study is especially suitable for an emerging case, such as pedestrian safety, where the aim is to identify relevant influencing factors of the particular case and not to generalize the findings. To gather data for case study analysis, several expert interviews were performed. Because they provided a large volume of data, the Service, Technology, Organization, and Finance business model framework was used as a way of structuring the analysis.

Findings

The main restraining factors are end-user value proposition, battery life, accuracy of GPS positioning and the revenue model. However, the service could improve traffic safety considerably and it should be introduced first locally in places, where many accidents take place. There is a great interest on driver data, which could be the main advantage for this service in the future. Integration to navigation products would complement the service significantly.

Originality/value

Current traffic safety-related literature covers mainly technical issues, and there are only few papers related to business model issues on that particular service. Observations of the various factors affecting the related evolution at an early phase of the life-cycle support further service design process.

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Article
Publication date: 1 August 2003

Danny C.K. Ho, K.F. Au and Edward Newton

The recent rapid commercialization and adoption of Internet technologies has driven a process of supply chain virtualization, transforming conventional work practices…

Abstract

The recent rapid commercialization and adoption of Internet technologies has driven a process of supply chain virtualization, transforming conventional work practices across organizations. In an effort to provide a better understanding of this emerging phenomenon, this paper presents three key elements of supply chain virtualization, including: the formation of virtual trading communities; the emergence of virtual knowledge communities; and the relocation and integration of inter‐organizational business processes in the cyberspace. The transformations and consequences of virtualization are illustrated in the context of the Hong Kong textile and clothing industry. The experience of Hong Kong suggests that supply chain virtualization has propelled a structural change in buyers‐intermediaries‐sellers relationships, called for a novel approach to knowledge management, and accelerated internationalization of small‐ and medium‐sized enterprises. Managers and policy makers are advised to adopt new mindsets and practices in the face of these challenges.

Details

Industrial Management & Data Systems, vol. 103 no. 6
Type: Research Article
ISSN: 0263-5577

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Article
Publication date: 8 January 2021

Mark N. Wexler and Judy Oberlander

This conceptual paper draws together an interdisciplinary approach to robo-advisors (RAs) as an example of an early and successful example of automated, programmed…

Abstract

Purpose

This conceptual paper draws together an interdisciplinary approach to robo-advisors (RAs) as an example of an early and successful example of automated, programmed professional services.

Design/methodology/approach

Little is known about the forces driving this change in the delivery of professional service. This work explores the drivers of RAs, the degree of disruption incurred by the introduction of RAs, and how, as RAs advance, trust in algorithmic authority aids in legitimating RAs as smart information.

Findings

From the firms' perspective, the drivers include rebranding occasioned by the financial crisis (2008), the widening of the client base and the “on-trend” nature of algorithmic authority guided by artificial intelligence (AI) embedded in RAs. This examination of the drivers of RAs indicates that professional service automation is aligned with information society trends and is likely to expand.

Practical implications

Examining RAs as an indicator of the future introduction of programmed professional services suggests that success increases when the algorithmic authority in the programmed serves are minimally disruptive, trustworthy and expand the client base while keeping the knowledge domain of the profession under control of the industry.

Originality/value

Treating RAs as an early instance of successfully embedding knowledge in AI and algorithmically based platforms adds to the early stages of theory and practice in the monetization and automation of professional knowledge-based services.

Details

Journal of Service Theory and Practice, vol. 31 no. 3
Type: Research Article
ISSN: 2055-6225

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Article
Publication date: 15 November 2018

Kostis Indounas

The purpose of this paper is to investigate the pricing objectives (e.g. customer-related objectives, sales-related objectives, profit-related objectives) that service

Abstract

Purpose

The purpose of this paper is to investigate the pricing objectives (e.g. customer-related objectives, sales-related objectives, profit-related objectives) that service companies pursue to set their prices and to examine the impact of market structure on these objectives.

Design/methodology/approach

To achieve the research objectives, data were collected from 184 companies operating in four different service industries, namely, logistics companies, financial services providers, information technology companies and airlines.

Findings

The findings indicate that the companies that were investigated in the current study seem to follow a hierarchy of pricing objectives, in which their main focus is on the maintenance of the existing customers and the attraction of new ones to ensure their long-term survival in their market without, however, disregarding financial issues and objectives. The study also revealed that the market structure, along with the sector of operation, has an impact on the pricing objectives pursued, as different market conditions were found to lead to different pricing objectives.

Practical implications

The above findings indicate that managers responsible for setting prices within their firms should be guided by the unique characteristics of their markets.

Originality/value

Given the lack of similar studies within the existing services sector literature, the originality/value of the paper lies in the fact that it presents one of the first attempts to empirically examine this issue from a marketing point of view.

Details

Journal of Services Marketing, vol. 32 no. 7
Type: Research Article
ISSN: 0887-6045

Keywords

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