Service Oriented Research Articles

Is Service Orientation Benefitting Manufacturing Exports from Low-Middle Income Countries? Firm-level Empirical Evidence from WBES Data

Servicification of manufacturing, generally understood as the increasing use of service inputs in the production process of goods, is often associated with high-income countries. Recent empirical research on servicification and its impact on manufacturing exports across low-middle income countries is, however, relatively scarce. The current article empirically tests the servicification for low-middle income countries using the World Bank Enterprise Survey (WBES) database over 2006–2021. A fixed effect model with country-sector-year fixed effects is used to study the impact of servicification on existing exporters (intensive margin), and a Logit model is estimated to determine the corresponding impact on the decision to export (extensive margin). While the positive influence of servicification on manufacturing exports is confirmed, different service categories (e.g., transport & communication, information & technology, research & development, legal, finance and related services) are found to play an essential role in determining the decision to enter the export market, while leaving a weaker impact on existing exporters. The findings suggest that increasing the use of different categories of service inputs may differently influence firm-level export behaviour. Liberalization of services, in the era of Industry 4.0, is expected to further enhance this interlinkage. These inevitable dynamics require preparations by firm-level decision-makers to benefit from the emerging opportunities.

Graduate competencies based on the aspect of organizational activity in industry 4.0

<span lang="EN-US">Industrial revolution 4.0 has an impact, namely the demand for the labor market has changed, where the automation revolution replaces work that is usually capable of being done by humans and poses the risk of termination of employment. The purpose of this study is to identify the competencies that must be possessed by graduates based on aspects of organizational activity according to the needs of the industry. The data in this study are in the form of literacy studies, data from direct interviews with the industry and questionnaires to a number of respondents. Testing the validity of the questionnaire using the product moment correlation formula, followed by reliability testing using the Cronbach alpha. Meanwhile, to determine the sample size in this study using the purposive sampling technique with a total of 75 respondents consisting of practitioners and graduates of the Faculty of Engineering, Universitas Negeri Jakarta (FT-UNJ), Indonesia. The research method is carried out with a qualitative descriptive method which is intended to obtain results that describe in detail the competencies that must be possessed by graduates based on aspects of organizational activity according to the needs of the industry. The results of the research related to the competence of graduates needed by industry 4.0 based on aspects of organizational activity, namely open minded, decision making abilities, emotional intelligence, cognitive flexibility, service orientation, coordinating with others, leadership skills, critical thinking and creativity skills, skills in technology, and complex problem solving.</span>

Optimizing manufacturing firm performance in Indonesia through strategic orientation and servitization

This study aims to investigate factors influencing servitization and firm performance within Indonesian national manufacturing companies, focusing on export-oriented entities such as automotive, electronics, textile, and food processing industries. Strategic orientations – market, technology, service, and learning – are investigated as key dimensions guiding firms’ strategic decisions amidst dynamic business environments. A comprehensive survey involving 100 companies representing a diverse spectrum of the Indonesian manufacturing sector is conducted. These companies encompass a range of statuses, including joint ventures (12%), multinational companies (2%), and national companies (86%). Through a purposive sampling strategy, representation across different company types is ensured to capture the breadth of perspectives within the industry. The quantitative approach involves surveying managers across various organizational levels, including top-level executives, middle managers, and front-line supervisors. Input from different managerial tiers is solicited to understand strategic orientations and their impact on firm performance. Data analysis, employing validation, descriptive statistics in MS Excel, and inferential statistics using Smart PLS yields significant insights. Market, service, and learning orientations emerge as influential factors in both basic and advanced services (p < 0.05), while technology orientation lacks statistical significance. Notably, market orientation significantly impacts advanced services (p < 0.05). Furthermore, the findings underscore the significant influence of service provision on firm performance across both basic and advanced services (p < 0.05). The critical role of strategic orientations, encompassing technology adoption, market positioning, service delivery, and organizational learning, in driving servitization and enhancing firm performance in Indonesian manufacturing is emphasized.

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Apotek Rafa Farma 2 Surabaya

A pharmacy is a type of retail business whose commodities or goods traded consist of pharmaceutical supplies, which include medicines and medicinal ingredients, as well as health supplies. A pharmacy is also a specific place where pharmaceutical work is carried out and distribution of pharmaceutical supplies and other health supplies to the public. Pharmacies have two uses, namely in providing health services and in business/competition. In line with the development of science and technology in the pharmaceutical sector, there has been a shift in the orientation of pharmaceutical services and the management of drugs as a commodity to comprehensive services (pharmaceutical care) in the sense of not only managing drugs but in a broader sense includes the implementation of providing information to support the correct and rational use of drugs, monitoring drug use to determine the final destination and the possibility of medication errors (Ministry of Health, 2014).

Bureaucratic Reform at Bandung Departement of Culture and Tourism in the New Public Service Perspective

This study purposed to analyze the application of New Public Service principles in bureaucratic reform through bureaucratic simplification policies at the Culture and Tourism Office of Bandung City. The research was conducted using descriptive qualitative methods. The data sources were collected through interviews, observations, and document studies. The results showed that the Department of Culture and Tourism of Bandung City has implemented New Public Service principles, such as: serving citizens, not customers; prioritizing public interests; respecting citizenship values; thinking strategically and acting democratically; multidimensional accountability; serving and empowering, leading; and respecting people, not just productivity. The application of these principles can be seen in programs such as online data and interview services, Bandung Creative Hub, intellectual property registration, collaboration with tourism stakeholders, art environment legalization programs, tax incentives for cultural heritage, and support for local art communities. This study concludes that the bureaucracy simplification policies of the Department of Culture and Tourism of Bandung have been implemented by promoting democratic values, public participation, and community service orientation, in line with the principles of New Public Service.

Implementation of Service Oriented Architecture in Mobile Applications to Improve System Flexibility, Interoperability, and Scalability

This research aims to apply Service Oriented Architecture (SOA) to mobile applications to improve the flexibility, interoperability, and scalability of the system. SOA is an approach that enables better integration between different components in an application architecture. Mobile applications, as an integral part of everyday life, require high flexibility and adaptability to changing user needs. The research method used involves application requirements analysis, SOA architecture design, and implementation on an existing mobile application. Through the implementation of SOA, resource management and service distribution become more efficient, making it easy to add or change features without affecting the entire system. Test results show improved application performance and responsiveness, along with the ability to easily integrate services from multiple sources. In addition, the SOA architecture provides flexibility in the development and maintenance of mobile applications, accelerating the development process and minimizing the impact of changes. This research contributes to the development of mobile applications by introducing the SOA approach as an architectural foundation. The implementation of SOA in mobile applications is expected to guide developers in creating systems that are more resilient, adaptive, and easy to integrate with rapidly evolving software environments.

Good practices in designing a communication channel architecture for secure async flexible distributed collaboration

Abstract In this paper we present a set of good practices in the design of a security-centric architecture for a Communication Channel that can be used to secure a Loosely-Coupled distributed platform, over unreliable communication mediums. The proposed practices are derived from designing a complete architecture that is modular and designed to support principles of Service Oriented Architecture (SOA) and the common functional requirements of a wide range of applications, including cybersecurity, smart power grids and industrial Internet of Things (IoT). The architecture was developed and implemented as part of the BIECO project, and is based around open standards such as Open Platform Communications United Architecture (OPC-UA). The key feature of the architecture is that it enables secure asynchronous near-real-time communication between a large number of nodes in a multimodal setup, without the need of any Service to know its place within the tool-chain. Based on our experience with building this system and based on the good results obtained, we are presenting a list of lessons learnt, recommendations for better communication channel modules within loosely coupled distributed systems.

Performance of General Bureau Civil Servants in The Regional Secretariat of North Sulawesi Province

The aim of this research is to describe, interpret and analyze the performance of Civil Servants (PNS) in the Administration Sub-Section for Leadership and Expert Staff of the General Bureau of the Regional Secretariat of North Sulawesi Province seen from the aspects of Employee Performance Targets (SKP), Discipline and the application of Civil Service principles State (ASN) "BerAKHLAK" (Service Oriented, Responsible, Competent, Harmonious, Loyal, Adaptive and Collaborative). The research method applied is a descriptive qualitative approach using observation, interview, and document analysis techniques. The research results revealed a performance gap among civil servants, where some succeeded in achieving satisfactory results while others did not meet expectations. Factors such as effective training, motivation, conducive work environment, and reward and punishment systems were identified as important determinants in achieving optimal performance. The obstacles faced involve the quality and quantity of Human Resources (HR), with uncertainty that all civil servant members can contribute collectively. Therefore, a more thorough and objective performance measurement approach is needed. This research suggests an increase in the implementation of intensive training, improvements in the motivation system through structured rewards, evaluation of work environment conditions, as well as collaborative efforts with external parties to enrich technological understanding and skills.

코스닥시장에서 기업의 ESG 경영이 대리인비용에 미치는 영향에 관한 연구

Purpose: The purpose of this study is to verify the effect of a company’s ESG management on agency costs. For this purpose, the dependent variables used in this study were the asset turnover variable representing the level of effort of the manager, the entertainment cost ratio representing the private consumption of the manager, the sales and management cost ratio, and the surplus cash flow ratio. If the company’s agency cost expenditure is affected by the influence of the company’s ESG management, the importance of the company’s ESG management is proved.
 Research design, data, and methodology: As a result of the verification, it was confirmed that a company’s ESG management activities had a positive effect on the company’s asset turnover rate. These results indicate that the company’s active ESG management activities contribute to increasing the company’s asset turnover rate by properly controlling the discretion of the manager. Second, some valid results were derived from the result of selecting the entertainment cost ratio as a substitute for agent cost. On the other hand, significant results were not found in the sales cost, management cost, and surplus cash flow model.
 Results: This research results are as follows. First, service orientation of salespeople was found to have a positive effect on customer’s economic value. Second, it was found that the customer orientation and service orientation of the salespeople had a positive effect on the psychological value, and sales orientation was found to have a negative effect on the psychological value. Third, it was found that economic value and psychological value had a positive effect on customer satisfaction.
 Implications: In conclusion, it was partially confirmed that the KOSDAQ market is playing a positive role in the company’s management performance by properly controlling agent costs through ESG management activities. These results will serve as a basis for improving the company’s management performance by establishing a mechanism that can reduce agent costs within the company, and it is also believed that it will serve as a basis for policymakers to come up with a plan for the natural establishment of such a control system within the company.

Axiological Approach in Implementing Basic Training for Civil Servant Candidates, Curriculum for State Administration Institution Regulations Number 1 of 2021

In the study of philosophy, the term axiology is usually defined as a field (philosophy) that investigates values, including the purpose of obtaining knowledge. CPNS Basic Training is a process of instilling good values ​​and adapting these values to become a character that civil servants or state civil servants should have. The values taught are contained in the Learning Agenda which consists of nationalism values in Agenda I, Moral values (Service Oriented, Accountable, Competent, Harmonious, Loyal, Adaptive, Collaborative) in Agenda II, cultural and ethical values using digital media in Agenda III. This research was conducted to determine the training implemented so that CPNS are able to behave and act professionally in managing the challenges and problems of socio-cultural diversity using a whole of government or one government perspective which is based on the basic values ​​of Civil Servants based on their position and role in the Unitary State of the Republic of Indonesia (NKRI) in every implementation of his/her duties as a public servant as a concrete manifestation of defending the country as a Civil Servant.

Analysis on Improving the Utilisation Rate of Commuter Railways in Mature Metropolitan Areas in China in the Context of High-quality Development

China’s six mature metropolitan areas are facing a shortage of land resources. Commuter railways are a solution to this problem in the context of high-quality development. Nevertheless, the current commuter rail utilisation rate in these metropolitan areas is significantly lower than those in developed countries. Therefore, on the basis of analyses through the literature survey method, this paper collects the latest data on commuter railway services in the six metropolitan areas to discuss the reasons for the current low utilisation of commuter railways in terms of coverage, efficiency and operation, and to propose corresponding practicable solutions. The study found that the number of routes currently in operation is too small. In addition, there are issues including irrational station distribution, sparse train frequency and short operating hours and slow interchange in the services, all of which make the commuter railways fail to achieve the idealised time-saving effect, and serve as a reason for commuters to rely on private cars. In the foreseeable future, with the imposition of the concepts of sustainable development, transportation integration and service orientation, there is possibility that the utilisation rate of commuter railways in these metropolitan areas will be elevated.

The impact of servant leadership on team innovative performance: Mediating role of employee innovative behavior

This study is aimed at exploring the impacts of servant leadership on team innovation performance, examining the role of employee innovative behavior as a mediator and team innovation atmosphere as a moderator. By conducting a questionnaire survey involving 647 employees from the hotel industry and utilizing structural equation modelling for data analysis. Additionally, the study shows that servant leadership significantly improves employees' innovative behavior, which in turn acts as a mediator between servant leadership and team innovation performance. The team innovation climate was identified as a positive moderator reinforcing the link between service-oriented leadership and employee innovation behavior, as well as employee innovation behavior and team innovation performance. This study provides an incisive view of the beneficial impact of service-oriented leadership on team innovation performance, emphasizing the mediating and moderating role played by employee innovation behaviour and team innovation atmosphere. Based on hotel management, the pursuit of timely and effective responses within an intensely competitive market environment is critical to safeguarding the hotel's competitive standing. To address this challenge, the study offers the following recommendations: the foremost emphasis should be on bolstering employees' innovation capabilities. Second, hotel managers are advised to meticulously select, train, and cultivate leaders with a strong service orientation. Thirdly, enterprise leaders should continually elevate their personal knowledge to provide superior guidance to subordinates.

Why do startups fail? A core competency deficit model.

A growing body of work aims to explore the reasons behind startup failures. However, there is a need for integrative approaches organized around conceptual frameworks to avoid fragmented and perplexing knowledge about these reasons. To our knowledge, no previous research has systematically investigated the role of competency deficits in startup failures, a crucial element of these failures. In our study, we adapted Spencer's behavioral competence model specifically for startups to identify the competencies within startup teams that, according to their Chief Executive Officers, contributed to their downfall. Three coders meticulously analyzed 50 online accounts of startup failures using a modified Critical Incident Technique. This analysis revealed two prominent competency deficits as pivotal determinants of these startups' outcomes: information-seeking and customer service orientation. Additionally, deficits in technical expertise, analytical thinking, and flexibility emerged as significant factors contributing to these failures. The competency deficits identified in this study offer focal points for evaluating and enhancing startup teams, thereby helping to prevent failure.

HR practices, service orientation and employee outcomes: a regulatory foci

PurposeUnderstanding employees’ multi-dimensional motivations is at the core of realizing the potential of a well-designed human resource (HR) system. This study aims to investigate whether the effects of HR practices on employee motivations, and their performance would be dependent on the service orientation of HR department.Design/methodology/approachThe authors collected data in two surveys: a pilot survey and a main survey with a two-wave design. The pilot survey with 93 respondents was to verify the newly developed HR service orientation scale. In the main survey, a total of 276 supervisor-subordinate pairs from 48 companies were valid for analysis.FindingsThe authors find support for their hypothesis that promotion-oriented motivation mediates the relationship between discretionary HR practices and employee outcomes [in-role performance and organizational citizenship behavior (OCB)]. Furthermore, the indirect effect of discretionary HR practices on employee outcomes is stronger when the HR service orientation is higher. Transactional HR practices, however, are not evidenced to relate to employee prevention-focused motivation and outcomes.Practical implicationsThe findings illustrate a comprehensive process of HR practices on employees’ multi-dimensional motivations. High service skills of HR professionals in handling internal employees’ needs could amplify employees’ promotion-focused motives, which in turn increase their in-role performance and OCB.Originality/valueIn sum, the authors' study contributes to both human resource management (HRM) and employee motivation literature by demonstrating the different impacts of discretionary and transactional HR practices on employees’ motivations. In addition, by revealing HR service orientation as an important contingency factor, the authors shed greater light on when and how HR practices can motivate employees.

PENGUKURAN KEPUASAN DAN KUALITAS PELAYANAN TERHADAP KONSUMEN JASA KULINER MIE GACOAN (STUDI KASUS PADA MIE GACOAN AREA SURAKARTA)

This research aims to look at the mediating role of service quality in the relationship between consumer service orientation behavior and physical facilities with Mie Gacoan consumer satisfaction in Surakarta.
 The research respondents were students at Muhammadiyah University of Surakarta who had made purchases at Mie Gacoan in Surakarta region. Data is collected through questionnaires and will be processed using PLS-SEM techniques using SmartPLS.
 The results conclude that consumer service orientation behavior and physical facilities have a positive and significant effect on the quality of culinary service consumer service in the Surakarta area. Meanwhile, service quality has a positive and significant effect on consumer satisfaction of Mie Gacoan in the Surakarta region

Infrastructure in the field of customs services: categorical and conceptual apparatus’ structural model and analysis

The article analyzes scientific approaches to the definition of the terms “infrastructure”, “customs infrastructure”, “infrastructure in the field of customs services”, including in the context of functional aspects. The study purpose is to form theoretical approaches and analyze the categorical and conceptual apparatus of the infrastructure in the field of customs as an institution of customs service, the consumers of whose services are the state, society and business. The problem urgency is due to the ongoing changes in the external and internal environment of customs administration: the service orientation global vector of public administration. The study objective is to form the author’s definition of the concept of service customs infrastructure, reflecting the target function, economic, functional, technical and social characteristics. The study concept is based on the theory of service-oriented customs administration in the field of customs services and on methodological approaches of the scientific school of the Russian Customs Academy. Based on the types’ analysis of customs services, the interests’ system of customs sphere subjects, a systematic approach to the concept under study has been substantiated, and a structural model of infrastructure in the field of customs services, classification of its elements according to vertical and horizontal principles have been developed. The analysis of regulatory and legal documents defining the standard requirements for the objects of production and information technology infrastructure of the automobile checkpoint is carried out. The results obtained allow us to propose the author’s definition of infrastructure in the field of customs services in a narrow and broad sense. Conclusions have beendrawn about the directions of improving the infrastructure in the field of customs services based on a service-oriented approach.

Field Note—Talk It Out Counseling Clinic: A Field Education Innovation

ABSTRACT The COVID-19 pandemic introduced an unforeseen challenge to social work field education and drastically changed the landscape of social work direct practice. In March 2021, University of Toronto’s Factor-Inwentash Faculty of Social Work launched the Talk It Out Counseling Clinic (the Clinic), training MSW students to provide short-term counseling and wellness workshops to residents in the Greater Toronto Area. Based on a community partnership model with an antiracism and trauma-informed service orientation, the Clinic provides services targeting those who face multiple barriers to health and equity and those who belong to Black and other racialized communities. In this paper, we introduce the Clinic, including its staffing and structure, partnership model, and training curriculum, present operation updates, and discuss future directions.

When Does (Mis)Fit Between Customer Service Orientation and Internal Service Qualities Matter for Frontline Employees’ Pride in Membership and Their Behaviors?

The literature has paid little attention to the (mis)fit effect between customer service orientation (CSO) and internal service qualities (ISQ). Unlike past studies, we use a non-commensurate and complementary fit approach by adopting a distinctive CSO as a need dimension at the individual level and ISQ as a satisfaction dimension provided by the organization. We test a CSO–ISQ (mis)fit model and include pride in membership and internal ethics training programs as supplementary activators for frontline employee turnover intentions and affective commitment. Based on the polynomial, mediation, and moderation analyses, we found that enjoyment service orientation–ISQ (mis)fit effects on pride in membership show complete and partial mediation effects on turnover intentions and affective commitment, with a significant joint effect of the training program. We discuss the theoretical contributions of our findings. Findings suggest that enhancing pride in membership can buffer the misfit between frontline employees’ needs and their satisfaction with ISQ, leading to a lower turnover intention and a stronger affective commitment. Furthermore, this study suggests that internal ethics training programs can enhance the positive effect of pride in membership on turnover intentions and affective commitment.

Current Overview of CMMS Operationality: Brazilian Scenario

Currently, the impacts of Industry 4.0 are observed in the construction industry, commonly referred to as Construction 4.0, emerging linked to technological innovations. Construction 4.0 presents a standardized model for smart cities and buildings, with the existence of some important points being essential, such as the capacity for adaptation, improvement and efficiency of resources and connections for everyone involved. As a result, new technologies and applications have been emerging that directly impact building maintenance activities, enabling increased efficiency and productivity in this sector, which reduces the risk of errors, failures and defects by maintenance managers. One of these applications is the use of computerized maintenance management systems (CMMS), which is a software solution designed to simplify building maintenance processes, in addition to improving the management of organizations' assets. In this sense, the present work aims to evaluate the CMMS available in the Brazilian scenario, showing the current panorama in which this technology has been presented to the market. To this end, we carried out a survey of the CMMS used by Brazilian maintenance companies using the snowball method to list the CMMS to be analyzed. The research carried out in 16 maintenance companies identified 9 CMMS, which were evaluated using the method proposed by Roscoff; Costella; Pilz (2020), which evaluates CMMS functionalities and activities. As a result, the sample analyzed presents heterogeneity in the results linked to CMMS functionalities and activities. In short, the registration items, a basic function, were met by all CMMS analyzed. However, advanced functions that are linked to the principles of Industry 4.0, such as interoperability, virtualization, real-time and service orientation, present disparities in results. Because among the nine CMMS evaluated, only three reached the levels proposed in the methodology.

Pengaruh Pengendalian Emosi Terhadap Orientasi Pelayanan Publik Anggota Polres Sukoharjo

This research examines the relationship between the ability to control the emotions of Sukoharjo Police members and their level of public service orientation. Respondents involved members of the Sukoharjo Police with an age range of 18 to 57 years. The type of research is quantitative. Data was collected through a questionnaire that included sample characteristics based on age. Test data requirements include tests of validity, reliability, normality and classical assumptions. The validity test results show a number of valid questions in the variables of emotional control and public service orientation. The reliability test using Cronbach's Alpha confirms that the two variables are reliable. The normality test shows that the data is normally distributed. Classic assumption tests such as linearity and heteroscedasticity tests provide results that support the validity of regression analysis. The simple linear hypothesis test resulted in a significance value (Sig.) of 0.000 and this is smaller than 0.05. So it can be concluded that emotional control has a significant effect on public service orientation. This shows that emotional control has a significant effect on public service orientation.