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Like the Internal Revenue Service (IRS), the Korean Internal Revenue Service (KIRS) has implemented many changes to improve customer satisfaction since 1999. However, the Customer Satisfaction Index for KIRS services was low when compared with that of private companies. Therefore, it is important that the KIRS identify which dimensions of its services have an impact on its customers’ satisfaction. In this regard, the objectives of this study are: (1) to categorize KIRS services into a smaller number of dimensions; and (2) to find which dimensions have a significant effect on customer satisfaction. Data were collected using questionnaires filled out by staff accountants in tax preparation firms in Korea, and 322 questionnaires were analyzed by structural equation modeling using LISREL. Analysis of data showed that the respondents evaluated KIRS services in terms of seven dimensions: Politeness, Service by Telephone/Fax, Accuracy/Quickness, Easiness of Requesting Services, Cleanness of Office, Accommodation, and Equitable Service. Therefore, the current approach of the KIRS, which has developed diagnostic tools without identifying the dimensions of its services, needs to be changed. Also, the three dimensions (Equitable Service, Politeness, and Accuracy/Quickness) had significantly positive impacts on customer satisfaction. This result implies that the KIRS may need to focus its efforts more on these three dimensions, rather than on all dimensions of its services. In addition, because of the similarities in the changes of the KIRS and those of the IRS, the findings of this study may be applied to improving some parts of the IRS.

Enterprise resource planning (ERP) systems can be considered as cornerstone that allows most organizations to achieve their business goals. The purpose of this paper is to investigate the impact of ERP system usage on agility in organizations.

The data were collected from 90 branches of well-known banks in the Middle East, such as HSBC, Standard Chartered and Arab Bank. Data were analyzed using a path analysis methodology.

A new model has been developed. An empirical investigation was performed on the banking sector in the Middle East to test the new model. Despite the results showing that the impact of ERP system usage on banks’ agility is significant, the variance of banks’ agility that is explained by the use of ERP systems is weak. This indicates that ERP usage may not influence sufficiently the current agility drivers in Middle-Eastern banks and that there may be other significant variables that contribute to agility in the banking sector.

The findings of this research were based on a survey conducted among banks in the Middle East. The results are applicable in Middle-Eastern banks, but may not be applicable in other regions.

Banking practitioners in the Middle East should be aware that successful implementation of ERP systems may not lead to the achievement of sufficient competency, flexibility, quickness, and responsiveness. Hence, such implementation may not deliver banking agility.

This research model investigates the impact of ERP usage on the agility of banks in the Middle East.

This paper aims to uncover the key enablers of an agile supply chain in the manufacturing sector amidst disruptions such as pandemics, trade wars and cross-border challenges. The study aims to assess the applicability of existing literature to manufacturing and identify additional industry-specific enablers contributing to the field of supply chain management.

The research methodology is comprehensively described, detailing the utilization of extent literature and semistructured interviews with mid- and top-level executives in a supply chain. The authors ensure the robustness of the data collection process and results interpretation.

The study identifies six essential dimensions of an agile supply chain: information availability, design robustness, external resource planning, quickness and speed, public policy influencing skills and cash flow management. The study provides valuable insights for industry professionals to develop agile supply chains capable of responding to disruptions in a rapidly changing world.

This study is limited by its focus on the manufacturing sector, and future research may explore the applicability of these findings to other industries. By focusing on these essential dimensions identified in the study, managers can develop strategies to improve the agility and responsiveness of their supply chains. In addition, further research may investigate how these enablers may vary in different regions or contexts.

The COVID-19 pandemic has forced executives to reconsider their sourcing strategies and reduce dependence on suppliers from specific geographies. To ensure business continuity, companies should assess the risk associated with their suppliers and develop a business continuity plan that includes multisourcing their strategic materials. Digital transformation will revolutionize the supply chain industry, allowing for end-to-end visibility, real time insights and seamless integration of business and processes. Companies should also focus on creating a collaborative workforce ecosystem that prioritizes worker health and well-being. Maintaining trust with stakeholders is crucial, and firms must revisit their relationship management strategies. Finally, to maintain business leadership and competitiveness during volatile periods, the product portfolio needs to be diversified and marketing and sales teams must work in tandem with product teams to position new products accordingly.

This work contributes substantially to the literature on supply chain agility (SCA) by adding several new factors. The findings result in a more efficient and cost-effective supply chain during a stable situation and high service levels in a volatile situation. A less complex methodology for understanding SCA provides factors with a more straightforward method for identifying well-springs of related drivers. First, the study contributes to reestablish the factors such as quickness, responsiveness, competency, flexibility, proactiveness, collaboration and partnership, customer focus, velocity and speed, visibility, robustness, cost-effectiveness, alertness accessibility to information and decisiveness as applicable factors for SCA. Second, the study suggests a few more factors, such as liquidity management, Vendors’ economic assessment and economic diversity, that are the study’s unique contributions in extending the enablers of SCA. Finally, public policy influencing skills, local administration connects and maintaining capable vendors are the areas that were never considered essential for SCA. These factors have emerged as a vital operational factor during the lockdown, and academicians may consider these factors in the future to assess their applicability.

This study provides new insights for decision-makers looking to enhance the resilience and agility of their supply chains. The identification of unique enablers specific to the manufacturing industry contributes to the existing body of literature on agile supply chains in the face of disruptions.

Synthesising theories of enterprise resource planning (ERP), psychological empowerment and agile capabilities, the purpose of this paper is to build and test a novel theoretical model linking ERP system usage with agile capabilities via users’ psychological empowerment in Jordanian commercial banks.

A questionnaire was developed to collect the relevant data based on the extant literature. The population of this study consisted of all ERP system users working at Jordanian commercial banks in Amman City. The questionnaire was circulated to a purposive sample of actual users of ERP systems for two reasons. First, it was not possible to obtain a list of actual ERP users in each bank, for security and privacy reasons. Second, actual users of ERP systems are the most relevant source of information.

The results revealed that ERP system usage has a significant positive impact on both agile capabilities and users’ psychological empowerment. The results also showed that users’ psychological empowerment has a significant positive impact on agile capabilities. In addition, the results provide empirical evidence that users’ psychological empowerment plays a mediating role between ERP system usage and all agile capabilities except responsiveness. Furthermore, by adding users’ psychological empowerment to the original research model, the study demonstrates a good predictive relevance for agile capabilities.

The study only focuses on Jordanian commercial banks; it is a cross-sectional study; and the study data were subjective, reflecting respondents’ opinion on specific time.

Practitioners struggle to ensure high levels of ERP usage by target users, to achieve implementation success and to achieve expected benefits. More often, practitioners have focused on the ERP system project team, vendors and technical issues, but have ignored the human side of the implementation process. Hence, they have failed to acknowledge the role of psychological empowerment in ERP system acceptance and success. Practitioners are advised to promote the ERP system as a facilitation and empowerment tool for users rather than a means of surveillance and control. Moreover, practitioners can avoid high rates of ERP failure in the adoption and post-adoption stages by changing the aim of the ERP system introduction from increasing efficiency and visibility to enhancing users’ psychological empowerment. Practitioners can leverage agile capabilities to respond to changes in the business environment by ensuring healthy psychological empowerment for all ERP users to use the system to its full capacity and to exchange information between functional units in real time. Practitioners must ensure users’ psychological readiness to use the system before the system goes live.

The study developed and tested a new research model using the SmartPLS approach in a novel context.

The aim of the current research is to assess the personal competency level of women project managers in the Malaysian construction industry.

The study used stratified random sampling design on the listed Grade 7 contractor companies in Peninsular Malaysia. The questionnaire survey approach was used to collect data on 15 women project managers in Peninsular Malaysia.

The results revealed that experience is the first criterion being used in selecting women project managers, whereas the three main personal competencies they exemplify are honesty and integrity, alertness and quickness, and decision-making ability.

The result can be used as a guidance to measure the level of personal competency of women project managers.

The current study provides insight into the competency exemplified by women project managers in Malaysia.

Nowadays, organizations have to resist the rising competition more effectively than their competitors and take a step closer to excellence in offering the product to customer demands. To do this, organizations need agile leaders in order to implement agility principles and practices. Especially in the health sector, health managers must be agile because of the specific characteristics of health services. From this view, this chapter aims to develop a theoretical agile leadership model in healthcare organizations. First, the authors define agile leadership and its sub-dimensions based on previous literature. Then, the antecedents and outcomes of agile leadership have been analyzed. “Drivers of agile leadership,” “organizational factors affecting agile leadership” and “individual factors affecting agile leadership” are identified as the antecedents of agile leadership. “Organizational outcomes” and “individual outcomes” are determined as the outcomes of agile leadership in the health sector.

This study examines the semi-strong market efficiency of the Indian agricultural commodity market in light of market reforms and policies. This study investigates whether the market reforms have boosted the speed of price adjustment and influenced the market quality.

The study used the daily data of nine agricultural commodities. To precisely capture the effects of market microstructure changes, this study split the whole data into pre- and post-ban and pre- and post-reform eras. To ascertain the velocity of price adjustment, the authors used the ARMA (1,1) model, and the ADD VRatio was employed to identify the price movement on a specific day.

This study found that full incorporation of information happens sometimes. The authors noticed no gradual progress in the quickness of price adjustment. Since both methods suggested the same result for the period, the authors confirm that market microstructure changes do not enhance market quality.

This research has implications for academicians, policymakers and market players.

The paper has twofold novelty. First, this is a contemporary topic, and very few studies have been done in the Indian agriculture context. Second, the study has implications for policymakers and government because it highlights the effects of structural changes on market quality and market efficiency.

This paper aims to present an investigation on flight quality analysis and design of tilt-rotor aircraft combined with corresponding flight quality specifications.

From the perspective of modal characteristics of tilt-rotor aircraft, it focuses on the analysis of the change rules of the longitudinal short-term motion mode, lateral roll convergence mode, spiral mode and Dutch roll mode. Then, the flight quality design research is carried out using the explicit model tracking control method. The quantitative relationship between flight quality requirements and explicit model is established. Accordingly, the closed-loop flight quality of XV-15 tilt-rotor aircraft is evaluated.

The stability of spiral mode is the result of the interaction of various aerodynamic derivatives and spiral instability occurs in helicopter mode. The other motion modes are stable in full flight mode and meet the requirements of level 1 specified in ADS-33E-PRF and MIL-F-8785C flight quality specifications. There is a quantitative relationship between flight quality requirements and explicit model, and the flight quality of tilt-rotor aircraft is improved through the explicit model tracking control method.

The presented analysis results showed the influence of motion modes and flight quality and the effectiveness of explicit model tracking control method in flight quality improvement, which could be considered as new information for further flight quality design of tilt-rotor aircraft.

The originality of the paper lies in the proposed design and analysis method of the flight quality of tilt-rotor aircraft from the direction of the influence of its aerodynamic derivatives and motion modes.

This paper aims to present the design of a stability augmentation system (SAS) in the longitudinal and lateral axes for an unstable helicopter.

The feedback controller is designed using linear quadratic regulator (LQR) control with full state feedback and LQR with output feedback approaches. SAS is designed to meet the handling qualities specification known as Aeronautical Design Standard (ADS‐33E‐PRF). A helicopter having a soft inplane four‐bladed hingeless main rotor and a four‐bladed tail rotor with conventional mechanical controls is used for the simulation studies. In the simulation studies, the helicopter is trimmed at hover, low speeds and forward speeds flight conditions. The performance of the helicopter SAS schemes are assessed with respect to the requirements of ADS‐33E‐PRF.

The SAS in the longitudinal axis meets the requirement of the Level 1 handling quality specifications in hover and low speed as well as for forward speed flight conditions. The SAS in the lateral axis meets the requirement of the Level 2 handling quality specifications in both hover and low speed as well as for forward speed flight conditions. The requirements of the inter axis coupling is also met and shown for the coupled dynamics case. The SAS in lateral axis may require an additional control augmentation system or adaptive control to meet the Level 1 requirements.

The study shows that the design of a SAS using LQR control algorithm with full state and output feedbacks can be used to meet ADS‐33 handling quality specifications.

The purpose of this study is to critically examine the scholarly articles associated with the diverse aspects of supply chain agility (SCA). The review highlights research insights, existing gaps and future research directions that can help academicians and practitioners gain a comprehensive understanding of SCA.

The present study has adopted author co-citation analysis as the research methodology, with a view to thoroughly investigating the good-quality articles related to SCA that have been published over a period of 22 years (1999-2020). In this study, 126 research papers on SCA – featuring diverse aspects of agility – from various reputed journals have been examined, analysed and assimilated.

The salient findings of this research are, namely, agility is different from other similar concepts, such as flexibility, leanness, adaptability and resilience; of the 13 dimensions of agility discussed in the literature, the prominent ones are quickness, responsiveness, competency and flexibility; literature related to SCA can be categorised as related to modelling the enablers, agility assessment, agility implementation, leagility and agility maximisation. This research proposes a more practical definition and framework for SCA. The probable areas for future research are, namely, impediments to agility, effective approaches to agility assessment, cost-benefit trade-offs to be considered whilst implementing agility, empirical research to validate the framework and SCA in the domain of healthcare and disaster relief supply chains.

This paper provides substantial insights to practitioners who primarily focus on measuring and implementing agility in the supply chain. The findings of this study will help the supply chain manager gain a better idea about how to become competitive in today’s dynamic and turbulent business environment.

The originality of this study is in: comprehensively identifying the various issues related to SCA, such as related concepts, definitions, dimensions and different categories of studies covered in literature, proposing a new definition and framework for SCA and identifying potential areas for future research, to provide deeper insights into the subject and highlight areas for future research.