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1 – 10 of 17
Article
Publication date: 14 August 2018

Ying Kei Tse, Minhao Zhang and Fu Jia

Firms face critical challenges in managing product quality in a global supply chain. In many cases, these challenges could be regarded as an agency problem which is a…

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Abstract

Purpose

Firms face critical challenges in managing product quality in a global supply chain. In many cases, these challenges could be regarded as an agency problem which is a result of the goal conflict between the supply chain members. To address such agency problem, the purpose of this paper is twofold: first, to explain how risk and reward sharing practices contribute to firms’ quality performance in the supply chain; and second, to identify the drivers of applying risk and reward sharing.

Design/methodology/approach

The hypothesised model, based on agency theory, is empirically verified by original survey data of 200 Chinese manufacturing companies using the structural equations modelling approach in a context of product recall.

Findings

Supplier involvement and task programmability are two significant antecedents of risk and reward sharing. Further, the paper shows that risk and reward sharing have a positive effect on quality performance, however, in terms of contribution to quality performance, risk sharing and reward sharing may be substitution practices.

Practical implications

This research explains how managers could embrace better preparedness for risk and reward sharing in their supply chains. It is also suggested that although risk and reward sharing are seen as efficient means to improve quality performance, such practices should not be treated as a bundle.

Originality/value

Building on supply partnership literature, this paper contributes to agency theory by providing a solution to the agency problem, i.e., risk and reward sharing and adding to the limited understanding of the antecedents of risk and reward sharing and examining the effects of risk and reward sharing on quality performance.

Details

International Journal of Operations & Production Management, vol. 38 no. 12
Type: Research Article
ISSN: 0144-3577

Keywords

Article
Publication date: 17 August 2020

Yuji Sato, Ying Kei Tse and Kim Hua Tan

This paper provides a practical framework for managers to develop a sustainable supply chain. Given that rapid globalization has increased supply disruption risk, managers…

Abstract

Purpose

This paper provides a practical framework for managers to develop a sustainable supply chain. Given that rapid globalization has increased supply disruption risk, managers have been forced to establish efficient and responsive supply chain strategies. Nevertheless, diverse uncertainty factors, such as risk perception of strategies, have made practical management difficult. Quantifying managers' risk perceptions and applying them to supply chain strategies allows the authors to propose a structural and practical model for managing supply disruption.

Design/methodology/approach

The existing structural model is refined by taking subjective factors into account using the analytic hierarchy process. The applicability of the refined model is demonstrated through a comparative case study.

Findings

Managers' risk perceptions vary not only among companies but also between managing divisions within a company, which necessitates possible changes in strategy due to environmental turbulence. The principal component analysis (PCA) characterizes managers' risk perceptions that illustrate companies' emphases on disruption risk.

Practical implications

The proposed approach quantifies risk perception, which enables practitioners to deal with subjective information in quantitative form. Comparative studies clarify differences in perception given different business backgrounds. The results provide managers with in-depth insights for establishing supply chain strategies reflecting their risk perception.

Originality/value

Quantification of managers' subjective risk perception clarifies both the trend and the individual features for uncertainties. The results allow the authors to conduct the PCA, which characterizes companies. Comparative studies generalize the results of extant work, shedding light on cross-sectional differences given different business backgrounds. The effectiveness of the approach is confirmed through retrospective interviews with practitioners.

Details

Industrial Management & Data Systems, vol. 120 no. 9
Type: Research Article
ISSN: 0263-5577

Keywords

Content available

Abstract

Details

Industrial Management & Data Systems, vol. 118 no. 7
Type: Research Article
ISSN: 0263-5577

Article
Publication date: 22 September 2022

Carmen Kar Hang Lee, Ying Kei Tse, Minhao Zhang and Yichuan Wang

In accommodation-sharing, hosts must provide satisfactory stay experiences for guests, who will then express intentions to revisit (behavioral loyalty) and/or recommend…

Abstract

Purpose

In accommodation-sharing, hosts must provide satisfactory stay experiences for guests, who will then express intentions to revisit (behavioral loyalty) and/or recommend the experiences to others (attitudinal loyalty) in their reviews. Through the lens of expectation-confirmation theory, this study aims to investigate the service dimensions customers focus on in their reviews and their relationships with customer-loyalty manifestations in accommodation-sharing.

Design/methodology/approach

This study uses topic modeling to discover distinctive dimensions from Airbnb reviews from a micro perspective and map them onto overarching themes from a macro perspective, and further examine the relationships among topics using cluster analysis.

Findings

This study reveals “information” as an important theme rarely mentioned in the literature. Besides, “homeliness” is a unique dimension associated with behavioral and attitudinal loyalty toward accommodation-sharing.

Practical implications

The findings help accommodation-sharing platforms and hosts identify customer concerns and the drivers of customer loyalty in accommodation-sharing.

Originality/value

In the existing literature, customer perceptions and loyalty are largely determined through surveys, and the findings are not univocal due to the inconsistencies of measurement items used, the potential response bias and limited sample sizes. This study capitalizes on the wealth of user-generated content and extracts service dimensions and customer loyalty directly from textual reviews, overcoming previous research limitations.

Details

International Journal of Contemporary Hospitality Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 17 June 2020

Yichuan Wang, Minhao Zhang, Ying Kei Tse and Hing Kai Chan

Underpinned by the lens of Contingency Theory (CT), the purpose of this paper is to empirically evaluate whether the impact of social media analytics (SMA) on customer…

1294

Abstract

Purpose

Underpinned by the lens of Contingency Theory (CT), the purpose of this paper is to empirically evaluate whether the impact of social media analytics (SMA) on customer satisfaction (CS) is contingent on the characteristics of different external stakeholders, including business partners (i.e. partner diversity), competitors (i.e. localised competition) and customers (i.e. customer engagement).

Design/methodology/approach

Using both subjective and objective measures from multiple sources, we collected primary data from 141 hotels operating in Greece and their archival data from TripAdvisor and the Hellenic Chamber of Hotels (HCH) database to test the hypothesised relationships. Data were analysed through structural equation modelling.

Findings

This study confirms the positive association between SMA and CS, but it remains subject to the varied characteristics of external stakeholders. We find that an increase in CS due to the implementation of SMA is more pronounced for firms that (1) adopt a selective distribution strategy where a limited number of business partners are chosen for collaboration or (2) operate in a highly competitive local environment. The results further indicate that high level of customer engagement amplifies the moderating effect of partner diversity (when it is low) and localised competition (when it is high) on the SMA–CS relationship.

Originality/value

The study provides novel insights for managers on the need to consider external stakeholder characteristics when implementing SMA to enhance firms' CS, and for researchers on the value of studying SMA implementation from the CT perspective.

Details

International Journal of Operations & Production Management, vol. 40 no. 5
Type: Research Article
ISSN: 0144-3577

Keywords

Article
Publication date: 11 September 2017

Mohd Helmi Ali, Yuanzhu Zhan, Syed Shah Alam, Ying Kei Tse and Kim Hua Tan

The purpose of this paper is to establish a conceptual model adopted from a strategy-structure-performance paradigm for investigating the fit between the supply chain…

2196

Abstract

Purpose

The purpose of this paper is to establish a conceptual model adopted from a strategy-structure-performance paradigm for investigating the fit between the supply chain integration and halal food supply chain integrity and the impact of halal food supply chain integrity on firms’ performance in a Malaysian context.

Design/methodology/approach

This study comprises a sample of a halal manufacturing firm in Malaysia. A cross-sectional research design was used in this study. Data were gathered based on mailed and personally administered questionnaires. SmartPLS was used to analyse the 254 valid responses.

Findings

The research findings indicate that internal integration and strategy have positive impact on halal food supply chain integrity. The study results confirmed that customer integration and supplier integration contributes to halal food supply chain integrity. It also finds that halal food supply chain integrity has a significantly positive impact.

Research limitations/implications

The results suggested that a strategic collaboration with the supplier pivoted around the quality and integrity of the raw materials should be undertaken.

Practical implications

The results from this study supports that the managers should adopt all halal food supply chain integrity components to achieve a superior performance. Even though some of the components did not yield significant results in terms of their relationships with firms’ performance, these dimensions were generally related to the standardised industry requirements, such as certifications.

Originality/value

The findings are original and unique and are based on established theories from the literature on supply chain management practices. The research findings are useful to academics and policymakers interested in fostering a halal supply chain in Malaysia.

Details

Industrial Management & Data Systems, vol. 117 no. 8
Type: Research Article
ISSN: 0263-5577

Keywords

Article
Publication date: 7 August 2019

Carmen Kar Hang Lee, Ying Kei Tse, Minhao Zhang and Jie Ma

The purpose of this paper is to investigate attributes that influence Airbnb customer experience by analysing online reviews from users staying in London. It presents a…

2105

Abstract

Purpose

The purpose of this paper is to investigate attributes that influence Airbnb customer experience by analysing online reviews from users staying in London. It presents a text mining approach to identify a set of broad themes from the textual reviews. It aims to highlight the customers’ changing perception of good quality of accommodations.

Design/methodology/approach

This paper analyses 169,666 reviews posted by Airbnb users who stayed in London from 2011 to 2015. Hierarchical clustering algorithms are used to group similar words into clusters based on their co-occurrence. Longitudinal analysis and seasonal analysis are conducted for a more coherent understanding of the Airbnb customer behaviour.

Findings

This paper provides empirical insights about how Airbnb users’ mindset of good quality of accommodations changes over a five-year timespan and in different seasons. While there are common attributes considered important throughout the years, exclusive attributes are discovered in particular years and seasons.

Research limitations/implications

This paper is confined to Airbnb experiences in London. Researchers are encouraged to apply the proposed methodology to investigate Airbnb experiences in other cities and detect any change in customer perception of quality stay.

Practical implications

This paper offers implications for the prioritisation of customer concerns to design and improve services offerings and for alignment of services with customer expectations in the sharing economy.

Originality/value

This paper fulfils an identified need to examine the change in customer expectation across the timespan and seasons in the case of Airbnb. It also contributes by illustrating how big data can be used to uncover key attributes that facilitate the engagement with the sharing economy.

Details

Information Technology & People, vol. 33 no. 3
Type: Research Article
ISSN: 0959-3845

Keywords

Article
Publication date: 19 May 2022

Teng Teng, Christos Tsinopoulos and Ying Kei Tse

The purpose of this study is to explore the effects that information systems (IS) capabilities can have on supplier collaboration and customer collaboration and on quality…

Abstract

Purpose

The purpose of this study is to explore the effects that information systems (IS) capabilities can have on supplier collaboration and customer collaboration and on quality performance in service contexts. In addition, the study examines how supply chain collaboration influences quality performance under various levels of environmental dynamism.

Design/methodology/approach

The conceptual model for this study is designed on the basis of the resource-based view (RBV) and dynamic capabilities view (DCV). A survey of 156 UK service firms was conducted and the data analyzed to test theoretical model using the structural equation modeling method. Furthermore, the moderating effect of environmental dynamism was investigated.

Findings

The results show that IS capabilities are positively associated with supply chain collaboration. Both supplier collaboration and customer collaboration are positively related to quality performance. Supplier collaboration has a positive effect on customer collaboration. Environmental dynamism significantly moderates the relationship between customer collaboration and quality performance, but no moderating effect on the relationship between supplier collaboration and quality performance.

Originality/value

This study takes a step toward quelling concerns about the business value of IS, contributing to the development and validation of the measurement of IS capabilities in the service supply chain context. The study deepens our understanding of supply chain collaboration by making a distinction between supplier collaboration and customer collaboration and investigating the correlation of supplier collaboration and customer collaboration. The findings extend the empirical application of RBV and DCV. In addition, this study’s findings direct service firms to develop IS capabilities that can enhance specific kinds of supply chain collaboration activities, thereby enabling improved quality performance.

Details

Industrial Management & Data Systems, vol. 122 no. 7
Type: Research Article
ISSN: 0263-5577

Keywords

Article
Publication date: 26 November 2020

Carmen Kar Hang Lee and Ying Kei Tse

This paper aims to identify key service attributes in peer-to-peer (P2P) accommodation from online reviews and formulate service improvement strategies based on the…

Abstract

Purpose

This paper aims to identify key service attributes in peer-to-peer (P2P) accommodation from online reviews and formulate service improvement strategies based on the unsatisfactory service encounters mined from the reviews.

Design/methodology/approach

The methodology involves topic modelling using latent Dirichlet allocation, sentiment analysis and process analysis based on process chain network (PCN).

Findings

The text analytics results showed that negative P2P accommodation experiences are caused by the lack of hot water for shower, poor sleep quality and unpleasant check-in.

Research limitations/implications

The PCN analysis shows that the surrogate interactions of the P2P accommodation platform with both the guest and the host impact consumer experiences. This highlights that the key to managing consumer experiences lies in the non-human resources such as information, rather than direct interactions between process entities.

Practical implications

The information on the P2P accommodation platform should be in a more interactive format such as video and 360 degrees camera. Hosts should ensure a good condition of the physical products such as water heaters and beds before guests' arrival. Professional videography and handyperson services should be provided by the platform to help hosts deliver a preferred consumer experience. Flexible and strict check-in polices should also be introduced to smoothen the check-in process.

Originality/value

This study is built on multi-attribute utility theory. It is also one of the first to study P2P accommodation services from an operations management perspective. It demonstrates how text analytics serves as an additional supplement for service improvement.

Details

Industrial Management & Data Systems, vol. 121 no. 2
Type: Research Article
ISSN: 0263-5577

Keywords

Article
Publication date: 25 October 2011

Ying Kei Tse, Kim Hua Tan, Sai Ho Chung and Ming Kim Lim

The rise of recent product recalls reveals that manufacturing firms are particularly vulnerable to product quality and safety where goods and materials have been sourced…

3489

Abstract

Purpose

The rise of recent product recalls reveals that manufacturing firms are particularly vulnerable to product quality and safety where goods and materials have been sourced globally. The purpose of this paper is to explore the issues of quality and safety problems in global supply networks, and introduce a supply chain risk management (SCRM) framework to reduce the quality risk.

Design/methodology/approach

A conceptual SCRM framework for mitigating quality risk is developed. In addition, four SCRM treatment practices are proposed by consolidating the empirical literature in the operations management and supply chain management areas. The general feasibility was discussed based on literature.

Findings

The research has identified the root causes of the recent product recalls and a series of product harm scandals ranging from automobiles to unsafe toys. Supply chains are extended by outsourcing and stretched by globalization, which greatly increase the complexity of supply networks and decrease the visibility in risk and operation processes.

Originality/value

The paper identifies four SCRM practices, and proposes two distinct antecedents that can prompt the effectiveness of SCRM.

Details

Journal of Manufacturing Technology Management, vol. 22 no. 8
Type: Research Article
ISSN: 1741-038X

Keywords

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