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Subscription offerings are being hailed as the next service growth engine for companies in both business-to-consumer (B2C) and business-to-business (B2B) markets. The study analyzes how a manufacturing firm can develop and implement a scalable service-based subscription business model for B2C and B2B customers alongside its existing product-centric model.

A longitudinal case study is conducted, drawing on 25 in-depth interviews with company executives and dealers in key European markets.

The study outlines an iterative process model for subscription business model innovation. It reveals key events and decisions taken in developing, implementing, and scaling the new business model and how internal and external tensions involving intermediaries arose and were mitigated during the four stages of the process.

The findings highlight the dynamics of business model innovation processes and underscore the importance of organizational learning, collaborative relationships with channel partners, and strategic talent acquisition during business model innovation.

The findings suggest how product-centric firms can implement new service business models alongside existing product models and what this means for partner and customer journey management.

While servitization research predominantly concerns B2B manufacturers, B2C research focuses on digital subscription contexts. The study bridges this divide by investigating the move to subscriptions in both markets.

This study is part of a series aimed at improving the city's environment, as fully restoring the past soundscape is hardly feasible. The initial study aims to uncover the city's sound characteristics, including iconic sounds that have shaped the city's environment for decades, contributing to its status as Indonesia's second most popular tourist destination. This stage is critical for informing policymaking to carefully manage and enhance the urban acoustic environment in alignment with the preserved culture.

The city's sound profile was examined using standard urban sound taxonomies. The study used quantitative methods, including (1) sound pressure level (SPL) measurements and sound recordings, (2) in situ surveys and (3) memory-based surveys. The first set of data were compared to current standards and standard urban sound taxonomies, while the second set was analysed to determine the median rating score for determining the soundscape dimensions. The third data set was used to identify the specific acoustic aspects inherent in Yogyakarta.

Yogyakarta's acoustic environment was bustling, with traffic noise and human activities dominating the soundscape, surpassing the standard levels. Many sounds not classified in standard urban sound taxonomies were present, showing the diverse nature of urban sound classification, particularly in a cultural and traditional city like Yogyakarta. The memory-based survey unveils Yogyakarta's two most remarkable soundmarks, “gamelan” and “andong”, which support the findings of prior studies. The in situ survey rated the city's acoustic environment as eventful, pleasurable and generally appropriate, emphasising the presence of cultural sounds unique to Yogyakarta, even though they are not fully audible in the current environment.

The standard sound taxonomies used in urban areas need to be adjusted to include the unique sounds produced by cultural and traditional activities in developing countries. The ordinates and subordinates of the taxonomies also need to be updated. When cultural and daily activities are massively seen in a particular city, the sounds they produce can be recalled exclusively as the city's signature. It is urgent to implement policies to safeguard the few remaining soundmarks before they disappear entirely.

Authorities have set up numerous security checkpoints during times of armed conflict to control the flow of commercial and humanitarian trucks into and out of areas of conflict. These security checkpoints have become highly utilized because of the complex security procedures and increased truck traffic, which significantly slow the delivery of relief aid. This paper aims to improve the process at security checkpoints by redesigning the current process to reduce processing time and relieve congestion at checkpoint entrance gates.

A decision-support tool (clearing function distribution model [CFDM]) is used to minimize the effects of security checkpoint congestion on the entire humanitarian supply network using a hybrid simulation-optimization approach. By using a business process simulation, the current and reengineered processes are both simulated, and the simulation output was used to estimate the clearing function (capacity as a function of the workload). For both the AS-IS and TO-BE models, key performance indicators such as distribution costs, backordering and process cycle time were used to compare the results of the CFDM tool. For this, the Kerem Abu Salem security checkpoint south of Gaza was used as a case study.

The comparison results demonstrate that the CFDM tool performs better when the output of the TO-BE clearing function is used.

The efforts will contribute to improving the planning of any humanitarian network experiencing congestion at security checkpoints by minimizing the impact of congestion on the delivery lead time of relief aid to the final destination.

This paper presents a new and well-structured framework that aims to assess the current environmental impact from a Greenhouse Gas (GHG) emissions perspective. This tool includes a new set of Lean Key Performance Indicators (KPIs), which translates the well-known logic of Overall Equipment Effectiveness in the field of GHG emissions, that can progressively detect industrial losses that cause GHG emissions and support decision-making for implementing improvements.

The new metrics are presented with reference to two different perspectives: (1) to highlight the deviation of the current value of emissions from the target; (2) to adopt a diagnostic orientation not only to provide an assessment of current performance but also to search for the main causes of inefficiencies and to direct improvement implementations.

The proposed framework was applied to a major company operating in the plywood production sector. It identified emission-related losses at each stage of the production process, providing an overall performance evaluation of 53.1%. The industrial application shows how the indicators work in practice, and the framework as a whole, to assess GHG emissions related to industrial losses and to proper address improvement actions.

This paper scrutinizes a new set of Lean KPIs to assess the industrial losses causing GHG emissions and identifies some significant drawbacks. Then it proposes a new structure of losses and KPIs that not only quantify efficiency but also allow to identify viable countermeasures.

This study aims to establish an evaluation method for cross-regional major infrastructure project (CRMIP) supportability. The focus is to identify evaluation indicators from a complexity perspective and develop an evaluation model using qualitative and quantitative methods. Case studies are carried out to verify the reliability of the evaluation model, thereby providing theoretical and practical guidance for CRMIP operations and maintenance (O&M).

Guided by the idea of complexity management, the evaluation indicators of CRMIP supportability are determined through literature analysis, actual O&M experience and expert interviews. A combination of qualitative and quantitative methods, consisting of sequential relationship analysis, entropy weighting, game theory and cloud model, is developed to determine the indicator weights. Finally, the evaluation model is used to evaluate the supportability of the Hong Kong–Zhuhai–Macao Bridge (HZMB), which tests the rationality of the model and reveals its supportability level.

The results demonstrate that CRMIPs' supportability is influenced by 6 guideline-level and 18 indicator-level indicators, and the priority of the influencing factors includes “organization,” “technology,” “system,” “human resources,” “material system,” and “funding.” As for specific indicators, “organizational objectives,” “organizational structure and synergy mechanism,” and “technical systems and procedures” are critical to CRMIPs' O&M supportability. The results also indicate that the supportability level of the HZMB falls between good and excellent.

Under the guidance of complexity management thinking, this study proposes a supportability evaluation framework based on the combined weights of game theory and the cloud model. This study provides a valuable reference and scientific judgment for the health and safety of CRMIPs' O&M.

How does business model design play a role in enabling manufacturing firms’ services? This study aims to investigate the impact of two distinct types of business model design, namely, efficiency-centered business model design (EBMD) and novelty-centered business model design (NBMD), and their effects in balanced and imbalanced configurations, on two types of services: product- and customer-oriented services.

Using matched survey data of 390 top managers and objective performance data of 195 Chinese manufacturing firms, this study uses hierarchical regression, polynomial regression and response surface analysis to test the hypotheses.

The results show that while EBMD positively affects product-oriented services, NBMD positively affects customer-oriented services. Both types of services exert a significant influence on firm performance. Furthermore, the degree of product- and customer-oriented services increases with an increasing effort level with a balance between EBMD and NBMD. Asymmetrical, imbalanced configuration effects reveal that the degree of product-oriented services is higher when the EBMD effort exceeds the NBMD effort, and the degree of customer-oriented services is higher when the NBMD effort exceeds the EBMD effort.

This study enriches the understanding of designing business models to facilitate service growth in manufacturing firms, ultimately benefiting firm performance. In addition, exploring balanced and imbalanced configurations of EBMD and NBMD offers new insights into business model dual design research.

Based on relationship marketing theory, this study aims to test the effect of social customer relationship management (social CRM) on customer satisfaction (CS) and loyalty (CL).

To assess the proposed framework, structural equation modeling was performed on the data of 314 automotive customers surveyed online.

Social CRM dimensions [traditional CRM (TCRM) and social media (SM) technology use] have a direct and positive effect on CS. On the other hand, only TCRM has a direct and significant influence on CL, while the SM technology use effect seems to be indirect rather than direct. Indeed, the findings have provided empirical support for the contention that CS plays a mediating role between social CRM dimensions and CL.

In the automotive sector and developing countries in particular, companies’ managers could increase CS and CL and consequently enhance their competitiveness and market share by adopting an effective social CRM strategy. From this perspective, companies should focus their social CRM campaigns on the most SM used by customers, offer personalized choices and improve customer experience, interaction and value co-creation.

This paper enriches the understanding of how social CRM can affect CS and CL. The scales of social CRM, CS and CL were validated in the context of developing countries and the automotive sector. Furthermore, the direct and mediating effect of CS between social CRM (TCRM and SM) and CL was also confirmed.

Basándose en la teoría del marketing relacional, este estudio pretende comprobar el efecto de la gestión social de las relaciones con los clientes (CRM social) sobre la satisfacción y la fidelidad de los clientes.

Para evaluar el marco propuesto, se realizó un modelado de ecuaciones estructurales sobre los datos de 314 clientes de automoción encuestados online.

Las dimensiones del CRM social (CRM tradicional y uso de tecnología de medios sociales) tienen un efecto directo y positivo en la satisfacción del cliente. Por otro lado, solamente el CRM tradicional tiene una influencia directa y significativa en la fidelidad del cliente, mientras que el efecto del uso de la tecnología de medios sociales parece ser más indirecto que directo. De hecho, los resultados han proporcionado apoyo empírico a la afirmación de que la satisfacción del cliente desempeña un papel mediador entre las dimensiones del CRM social y la fidelidad del cliente.

Este artículo enriquece la comprensión de cómo el CRM social puede afectar a la satisfacción y la fidelidad de los clientes. Las escalas de CRM social, satisfacción del cliente y fidelidad del cliente se validaron en el contexto de países en vías de desarrollo y del sector automovilístico. Además, también se confirmó el efecto directo y mediador de la satisfacción del cliente entre el CRM social (CRM tradicional y medios sociales) y la fidelidad del cliente.

En el sector de la automoción y en los países en desarrollo en particular, los directivos de las empresas podrían aumentar la satisfacción y fidelidad de sus clientes y, en consecuencia, mejorar su competitividad y cuota de mercado adoptando una estrategia eficaz de CRM social. Desde esta perspectiva, las empresas deberían centrar sus campañas de CRM social en los medios más utilizados por los clientes, ofrecer opciones personalizadas y mejorar la experiencia del cliente, la interacción y la cocreación de valor.

基于关系营销理论, 本研究旨在检验社会化客户关系管理（social CRM）对客户满意度和忠诚度的影响。

为评估所提出的框架, 对 314 名汽车客户的在线调查数据进行了结构方程建模。

社交客户关系管理维度（传统客户关系管理和社交媒体技术使用）对客户满意度有直接的积极影响。另一方面, 只有传统客户关系管理对客户忠诚度有直接和显著的影响, 而社交媒体技术使用的影响似乎是间接而非直接的。事实上, 研究结果为客户满意度在社交客户关系管理维度和客户忠诚度之间发挥中介作用的论点提供了实证支持。

本文丰富了人们对社交客户关系管理如何影响客户满意度和忠诚度的认识。本文以发展中国家和汽车行业为背景, 对社会化客户关系管理、客户满意度和客户忠诚度的量表进行了验证。此外, 还证实了客户满意度在社会化客户关系管理（传统客户关系管理和社会化媒体）与客户忠诚度之间的直接和中介效应。

尤其是发展中国家, 企业管理者可以通过采取有效的社交客户关系管理战略, 提高客户满意度和忠诚度, 进而增强竞争力和市场份额。从这个角度来看, 企业应将社交客户关系管理活动的重点放在客户使用最多的社交媒体上, 提供个性化选择, 改善客户体验、互动和价值共创。

This study aims to analyze the factors that drive or prevent interorganizational data sharing in the context of digital transformation (DT). Data sharing appears as a precondition for companies to capture emerging opportunities in supply chain management and for product-related servitization; however, there are ongoing concerns, and data are often perceived as the “new oil.” It is thus important to gain a better understanding of the determinants of firms’ decisions.

The authors develop an embedded case study analysis involving 16 firms within an extended supply network in the automotive industry. The authors focus on the peculiarities of the new context, as opposed to elements highlighted by research prior to the advent of the latest technologies. Abductive reasoning is applied to the theoretical foundations of the resource-based view, resource dependence theory and the complex adaptive systems perspective.

Data sharing is largely underpinned by factors identified prior to DT, such as data specificity, dependence dynamics and protection mechanisms and the dynamism of the business context. DT, however, can influence the extent of data sharing. New factors concern complementarities whenever data are pooled from different sources and digital platforms, as well as different forms of data ownership protection.

This study stresses that data sharing in the context of DT can be explained through established theoretical lenses, providing the integration of elements accounting for new technological opportunities.

The protection and preservation of the environment, whether of an urban area or a rural area may not be disregarded. Most of the rural areas in the world lacks the knowledge on this issue. In so far as the developing countries are concerned, it has now become a societal problem mainly owing to the lack of public awareness in the rural areas of these countries. This chapter examines the principal causes of the lack of public awareness. The author also examines the correlation between poverty and deterioration of the environment and between industrialisation and deterioration of the environment, where possible. Both sophisticated and unsophisticated technology cause pollution. The other causes of pollution, industrial or otherwise have also been identified and explained. The relevant UN Resolution, namely, the Permanent Sovereignty over Natural Resources 1962, the Charter of Economic Rights and Duties of States 1974, the UN World Commission on Environment and Development: Our Common Future (The Brundtland Report) have also received attention. The 17 Sustainable Development Goals have been mentioned.

In the opinion of the author, almost all of the important and relevant documents have received attention in this chapter in order to create awareness of the problems in connection with the protection of the environment.

Awarding contracts based solely on the lowest price is unsuitable for every project. Consequently, most procurement systems in developed countries have progressed to the multicriteria selection practices (MSPs) for tender evaluation. MSPs consider a range of quality measures, such as completion time, life cycle cost, functional characteristics, environmental impact and innovation, alongside bid price. This study examines the prevailing MSPs in Sri Lankan public tender evaluations to enhance the effectiveness of the local tender evaluation process.

A desk study approach was employed to collect bidding documents, resulting in the identification of 66 documents. A systematic screening process was then applied to identify those bidding documents that incorporated MSPs. Subsequently, content analysis was conducted to determine the common features of the functions used in MSPs.

The study identified six primary functions related to MSPs incorporated in the bidding documents to procure building and substation projects. Three functions follow the price-to-quality method, while the remaining three follow the quality-to-price method. Among these identified functions, four functions employ objective evaluation criteria, such as thickness, capacity and operational loss. The other two functions utilize subjective evaluation criteria, such as the project’s design and technical specifications. Contract awarding will be based on either the highest score or the lowest bid, depending on the function type.

This study’s originality lies in exploring MSPs in the Sri Lankan public tender evaluation process and in disclosing their characteristics to promote the MSPs in Sri Lanka and developing countries.