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The success rate of Lean Six Sigma (LSS) in the service industries is dismally poor, and most organisations discontinue LSS initiatives prematurely. This paper aims to identify the LSS barriers (LSSBs) and analyse their interaction via a hierarchical model developed by using interpretive structural modelling (ISM) and Fuzzy Matriced Impacts Croise’s Multiplication Appliqué à un Classement (MICMAC). These allow the LSS execution and implementation to be much more effective and avoid the high cost of implementation.

A structural review of the literature and interviews with experts and professionals from the service industries in the UAE supplied data wherewith to identify LSSBs. Sixteen LSSBs were determined and analysed using ISM and the MICMAC approach to discover the strong drivers and highly dependent barriers. The Fuzzy set was included in the MICMAC analysis to obtain a more precise output and create an effective hierarchical model of the barriers.

The research findings suggest that the top barriers to LSS implementation in service industries are lack of top management commitment, lack of customer focus, resistance to change management and lack of alignment between the LSS and organisational strategy. A deeper analysis using the Fuzzy-MICMAC approach categorises these barriers on the basis of their driving power and dependency.

The relationships between paired LSSBs were obtained through an experts’ interpretations of limited numbers in one country. Conducting a large-scale survey with a more comprehensive demographic or deep focus in one service industry might deepen our understanding of the interactions of LSSBs and models.

The developed ISM that model suggests that the dependencies and relationships among the barriers must be accurately determined so as to remove the collaborative effect of barriers on the implementation process is at the earliest opportunity. This would improve service companies’ competitive advantage and profitability, drive out waste and reduce the cost associated with poor quality. Similarly, academicians may advocate ways in various issues can contribute to improve LSSBs for amended LSS implementation now that business services are booming in the fourth industrial revolution.

The structural model was developed holistically on the basis of the inputs from practitioners and academicians to ensure its practical validity. Though the model has theoretical foundations, its practical applicability is a key factor in its development, so this approach was helpful for practitioner wanted to focus on removing the key dominant barriers and be able to deploy LSS concepts smoothly in service industries. The results support the proposition that top management is a crucial factor for LSS project implementation, whatever the complexity of the research methodology and the nature of the service industries.

This study arises from the need to understand the servitization or service transition process in non-manufacturing firms and sets out from a taxonomy proposed in the literature (Lütjen et al., 2017). This study aims to identify the barriers to service transition in small and medium-sized enterprises (SME) participating in an innovation ecosystem and how these small firms can benefit from this strategy to develop in this scale.

A qualitative study was carried out based on multiple case studies, data being collected through semi-structured interviews with service business-people belonging to a science and technology park situated in an inland region of Portugal.

From content analysis, the results obtained indicated a lack of specialized personnel as the main barrier and as a strategy to overcome this situation these companies turned to business cooperation. This means that good management of this cooperation increases the quality of the services provided, as inter-organizational networks, through participation in ecosystems, can secure a wider set of resources and capacities.

This study shows that firms try out different service offers simultaneously and that innovation capacity increases constantly during service transition. Secondly, the study emphasizes the importance of innovation ecosystems, entrepreneurship, servitization and cooperation networks in promoting resilient and small ventures. Thus, this study can help owner-managers, SMEs and political decision-makers to make better informed decisions, which can be particularly relevant in scenarios of uncertainty and crisis.

This study draws conclusions in a little explored empirical area in the literature, challenging the widespread understanding that service transition is used only in manufacturing firms. This study provides clearer conceptual understanding of service transition from a network and relational perspective which, despite the perspective's relevance, still lacks research in the context of servitization.

Barriers, especially non‐tariff barriers (NTBs), have been shown to have an important impact upon international trade in services. Foreign direct investment and market entry strategy theory do not adequately address the importance of NTBs in the decision‐making process. Previous studies indicate that service firms need to establish local presence to be successful in a foreign market. Where firms are unable to enter a market because it is blocked by trade barriers, some researchers suggest managers engage in specific entry strategies or strategic actions to overcome barriers. This study, based on in‐depth interviews with insurance executives, shows that trade barriers are one of several factors managers evaluate when deciding whether to enter a market. However, barriers can become a critical factor if they create prohibitive costs or difficulties. Based on the findings, this study proposes a new model of market entry decision making which hypothesizes that barriers can become a go/no‐go decision factor.

This paper aims to understand and identify the various barriers in adopting new telecom services in rural areas for improving the penetration and revenue of the telecom companies. These barriers are modeled to study their inter-relationships and prioritize them for strategizing appropriate management action plans.

Delphi technique has been used to form a consensus with the telecom managers working in rural areas to finalize the barriers. An integrated Interpretive Structural Modeling–Analytic Network Process (ISM–ANP) approach has been adopted to establish the complex relationships, cluster the relationships, to understand and prioritize the telecom service adoption barriers.

The major contribution of this research is imposing directions and dominance of various barriers to promote better adoption of new telecom-based mobile services in rural areas. The proposed integrated method can aid in decision making by providing more informative, accurate and a better choice than using either ISM or ANP in isolation.

The generalizabilty of these research findings is limited, as it was generated specific to rural telecom service adoption barriers in Indian context. Because decision-making problems are usually complex and ill-structured, every decision is based on the decision-maker’s expertise, preferences and biasness of the experts who showed their interest to participate in the research.

This paper forms the basis of identifying the reasons for poor adoption of telecom-based mobile services in rural India. This study would help the telecom companies and the managers to understand and develop strategies to target the rural audience by introducing action plans and innovative mobile services to overcome the identified barriers. By applying the proposed methodology, telecom companies can classify and prioritize their action plans as short-, medium- and long-term plans to systematically overcome the identified barriers.

This paper provides a base for understanding various factors that affect the adoption of telecom-based mobile services. It demonstrates the use of an innovative approach to develop an integrated model to understand the barriers.

The purpose of this paper is to identify and investigate non-technical barriers for smart services in the capital goods industry.

A multiple methodology approach is adopted. First, qualitative workshops and interviews were conducted with 14 experts from five companies. The findings generated subsequently provided a basis for a large-scale quantitative survey of manufacturing company service representatives in the capital goods industry, the data from which were analyzed using explorative factor analysis.

In total, 25 items that represent barriers to smart service businesses were identified, using qualitative research. Large-scale quantitative research revealed 24 items structured into four factors. Additionally, the respondents’ assessment of the individual barriers’ impact on their smart service businesses is presented.

The study focuses on manufacturing companies in the capital goods industry, mainly, in the European countries. Caution should be exercised in seeking to generalize the results to other industries. The findings should be confirmed with subsequent confirmatory analyses using additional data.

The authors’ findings provide a comprehensive list and classification of barriers, as well as an assessment of their severity, serving as a practical guideline for managers.

This paper explores the barriers to smart services from a provider’s perspective. Its holistic approach and use of large-scale quantitative data qualify it as one of the first studies of this kind.

To address service failure issues, scholars have recognized several service recovery (SR) mechanisms. However, there exist many barriers that retard an effective SR process, and those often lead to negative consequences. Although this is a generic problem applicable across markets, it becomes critical in B2B markets, as they deal with high impact and corporate customers. The purpose of this paper is to identify these SR barriers in B2B markets and explore their linkages toward identifying the key driving barriers.

A four-phased methodology to address this call in the IT services industry was used. First, the identification phase led to the selection of 27 barriers based on literature. Second, in the prioritization phase, 12 salient barriers were prioritized with the help of an expert panel. Third, in the modelling phase, the total interpretive structural modelling (TISM) technique was used to examine the mutual influences among these barriers toward modelling their linkages using a digraph. Finally, in the classification phase, these barriers were graphically plotted and classified into four quadrants based on their dependence and driving powers by using Matriced Impacts Croisés Multiplication Appliquée á un Classement (MICMAC) analysis.

Two strategic barriers, namely, technology obsolescence and poor top management commitment, presented the strongest challenges against effective SR, as they were least dependent on other barriers and exerted strong influence over the operational barriers to executing SR.

Because the strategic level barriers, exerting strong influence against effective SR, arise from the strategic choices of board and the C-suite, this paper helps them anticipate the recovery-related after effects of their choices, thus helping them in making better decisions.

This paper contributes to research as it is first of its kind to explore and link SR barriers in B2B markets.

In light of the growing number of refugees and immigrants in Canada, this paper aims to identify barriers to mental health services for newcomer immigrants and refugees in Quebec and to examine how mental health services can be improved for these populations.

In this qualitative study, semi-structured individual interviews with Farsi-speaking health professionals and focus group interviews with participants from community organizations in Quebec were conducted.

Participants, both health-care professionals and community members, reported that mental health services are not readily accessible to Farsi-speaking immigrants and refugees. Structural barriers, language barriers, cultural safety and stigma were identified as obstacles to accessing care. Recommended strategies for improving access to mental health care are discussed.

Multiple studies have found that language and cultural barriers are associated with health inequalities and under-utilization of mental health services among linguistic and ethnic minorities. However, there are limited data on many groups and contexts, and a need to better understand how language barriers affect health outcomes, service utilization, patient satisfaction or overall costs to the health system or to society. In response to this gap, the present study explores how access to mental health services for Farsi-speaking newcomers may be limited by structural and linguistic barriers and cultural differences and as well as to identify strategies that can reduce the identified barriers.

Compte tenu du nombre croissant de réfugiés et d'immigrants au Canada, cette étude vise à identifier les obstacles aux services de santé mentale pour les nouveaux arrivants immigrants et réfugiés au Québec et à examiner comment les services de santé mentale peuvent être améliorés pour ces populations.

Dans cette étude qualitative, des entretiens individuels semi-structurés avec professionnels de la santé parlant le Farsi et entretiens avec des participants des organisations communautaires au Québec ont été menées.

Les participants, tant des professionnels de la santé que des membres de la communauté, ont déclaré que les services de santé mentale sont inaccessibles aux immigrants et réfugiés parlant le Farsi. Obstacles structurels, les barrières linguistiques, la sécurité culturelle et la stigmatisation ont été identifiées comme des obstacles à l'accès aux soins. Les stratégies recommandées pour améliorer l'accès aux soins de santé mentale sont discutées.

De nombreuses études ont montré que les barrières linguistiques et culturelles sont associées à les inégalités en matière de santé et la sous-utilisation des services de santé mentale chez les minorités linguistiques et ethniques. Cependant, les données sont limitées sur de nombreux groupes et contextes, et il est nécessaire de mieux comprendre comment les barrières linguistiques ont une incidence sur les résultats de santé, l'utilisation des services, la satisfaction des patients ou les coûts globaux pour le système de santé ou à la société. En réponse à cet écarte, la présente étude examine comment l'accès aux services de santé mentale pour les nouveaux arrivants parlant le farsi peuvent être limités par des barrières structurelles et linguistiques et des différences culturelles, ainsi que d'identifier les stratégies de réduire les obstacles identifiés.

The purpose of this paper is to identify the potential barriers of telecom services and develop relationships among them using interpretive structural modeling (ISM) in the Indian telecom sector. Further, this paper intends to find the driving and dependence powers of telecom barriers, using MICMAC (Matriced' Impacts Croise′s Multiplication Applique′ea′un Classement) analysis.

A group of experts from telecom sector and academia was consulted and the ISM was used to develop the contextual relationship among identified barriers of telecom services. The results of ISM are used as an input to MICMAC analysis, to further classify identified barriers based on their driving and dependence powers.

This paper has identified 11 barriers of telecom services from the literature review and opinion of experts, and a contextual relationship model was developed using the ISM technique. The paper further studied barriers based on their driving and dependence powers using MICMAC analysis that classifies them into four clusters. The results identified the barriers such as “lack of adequate investment in infrastructure expansion”, “interference of private operators”, “legal and regulatory issues”, “lack of maintenance culture” and “lack of financial resources and high cost” as strategic-level barriers that, if dealt with carefully, can help overcome the effect of other barriers preventing the effective performance of the Indian telecom sector.

Although, there are a number of barriers that affect the performance of telecom services, existing theories, models and frameworks have focused on identification of factors, their implementation and benefits, and thus, these theories lack a holistic view in understanding those barriers which hinder the performance of the telecom sector. Top-managers and policymakers need to be more concerned about these barriers so that the performance of the Indian telecom sector could be improved.

A thorough literature review has revealed that no such study has been undertaken that provides any clear understanding of the barriers of telecom services, linkages between them and hierarchical relationships among the barriers.

The present study unveils the service encounter barriers – interactional and instructional – faced by foreign consumers at food and beverage restaurants in China. It builds a conceptual framework and examines (1) how service encounter barriers create situational abnormality, (2) how situational abnormality engenders foreign consumers' felt discomfort that influences their revisit intentions and (3) how expectations disconfirmation moderates situational abnormality.

Convenience sampling using the survey method was employed to collect data from 517 foreign consumers – who stay in Beijing (China) – at food and beverage restaurants. The study used IBM SPSS 25.0 and Amos Graphics 24.0 to analyze the data and interpret results.

Findings reveal that interactional and instructional barriers positively create situational abnormality, which ultimately leads to foreign consumers' felt discomfort and their negative revisit intentions. Expectations disconfirmation significantly aggravates situational abnormality as a moderator.

This study investigates foreign consumers' behavior at food and beverage restaurants in China and cautions its generalizability. It suggests corroborating the foreign consumers' behavioral intentions in the context of other countries to generalize the findings and unleash other factors additive to comprehend their behavior in the wake of restaurant industry.

The extant literature has not examined the service encounter barriers faced by foreign consumers at food and beverage restaurants in China. The present study, responding to the previous calls, incorporated the service encounter barriers and their downstream effects on foreign consumers' behavioral responses. By doing so, it adds value to the domestic food and beverage restaurants and service firms in China, in particular, and paves the way to understand the interactional and instructional barriers in the global context, in general, by engaging the foreign consumers.

The Islamic banking sector has been growing rapidly, particularly in the Gulf region. The purpose of this paper is to examine major barriers to service quality in Islamic banks in Qatar and the impact of demographic variables on the perceptions of these barriers.

A questionnaire based on the existing literature and particularly on the obstacles outlined by Jabnoun and the constructs influencing service quality gaps found by Parasuraman is developed and distributed to employees of Islamic banks in Qatar. Factor analysis is used to determine the dimensions of the questionnaire. One‐sample t‐test is then used to determine which of the resulting dimensions are significant barriers to service quality. Finally, one‐way ANOVA is used is to determine the impact of demographic variables on the perceptions of the barriers.

Factor analysis resulted in four dimensions: three of these dimensions, namely, lack of empowerment, centralization, and lack of transformational leadership, were found to be significant barriers to service quality in Islamic banks in Qatar while the “No” culture was not found to be significant. Expatriates perceived lack of empowerment to be a greater barrier to service quality than nationals did. This may be explained by the high power distance among nationals.

Conducting the study in more than one industry and more than one country would be desirable to determine common barriers to service quality.

Islamic banking has been growing steadily. Islamic banks currently operate in approximately 75 countries. This paper highlights barriers to service quality in Islamic banks in Qatar and provides practical recommendations to overcome these barriers. These recommendations can be useful to Islamic banks in general. The barriers found in this study happen to be related to the culture of power distance. The recommendations presented in this paper can therefore be useful in different service organizations where the culture of power distance is dominant.

This paper outlines barriers to service quality in Islamic banks in Qatar. These barriers are relevant to Islamic banks in other parts of the world, particularly in the Arab world. This paper contributes to the scant literature on barriers to service quality. It also suggests important future research on the relationship between barriers to service quality and national culture.