Enterprise Service Research Articles

A STUDY OF THE IMPACT OF SERVICE QUALITY ON CUSTOMER REVISIT INTENTION OF PSYCHOLOGICAL SERVICE COMPANIES: USING CUSTOMER EXPERIENCE AND DISEASE AWARENESS AS MEDIATING VARIABLES

In today's society, mental health issues are receiving increasing attention, and numerous psychological service companies have emerged as providers of professional mental health services. However, the market competition is also becoming more intense, making service quality a crucial factor for psychological enterprises to achieve long-term development and customer loyalty. This study aims to explore the specific mechanisms by which various elements of service quality, such as accessibility, convenience, reliability, and efficiency, affect clients' willingness to revisit psychological consulting firms. Through empirical analysis, the study seeks to clarify the degree of association between different service quality dimensions and the intention to revisit and analyze their internal relationships. Therefore, the study will survey clients who have received psychological counseling and therapy services, using client experience and disease perception as mediating variables to examine the impact of service quality on the revisit intention of customers in psychological service enterprises. Additionally, through an in-depth study of the YM Psychological Counselor Training Company, the research will analyze issues related to the company's low revisit intention and propose recommendations for adjustment, offering a reference for similar enterprises.

The direct energy rebound effects for manufacturing and service sectors in China: Evidence from firm-level estimations

China has implemented a variety of energy efficiency policies to achieve energy saving and carbon abatement targets. While the national carbon market has been launched and China has opted to give market-oriented policies a greater role in achieving net zero, energy efficiency policies still constitute a significant portion of the policy mix. However, the substantial drawback of energy efficiency policies compared to carbon trading, the rebound effect, has made energy efficiency policies debatable. It is crucial to precisely understand the magnitude of the rebound effect to design and implement effective energy policies. Our study estimates and compares the direct energy rebound and output expansion effects in China's manufacturing and service sectors using firm-level data from 2013 to 2016 and employing panel regression analysis. We also analyze the impact of firm characteristics such as ownership status, geographical location, and industry type on enterprises' rebound effects. We found a 33.5% direct rebound effect and a 19.3% output expansion effect in the manufacturing sector. In the service sector, the direct energy rebound effect was 57.9%, a larger one than the manufacturing sector. We also estimate direct energy rebound effects for key manufacturing and service enterprises. Our findings reveal that key manufacturing enterprises exhibit a larger rebound effect compared to the overall manufacturing sector, while key service enterprises show a smaller rebound effect than the overall service sector. Public, foreign, and heavy service enterprises show a smaller energy rebound effect, while northeastern manufacturing and service enterprises exhibit a larger rebound effect. We suggest that China's carbon market should also cover key service enterprises. For those below the threshold, enhancing energy management is essential to mitigate the rebound effect. Aligning with carbon emission cap targets, rather than relying solely on energy efficiency policies, could more effectively achieve energy savings and carbon abatement.

Small and Medium Enterprises’ Brand Personality and Customer Satisfaction: The Mediating Role of Product Quality

The purpose of this study was to examine the influence of Tsitsou’s brand personality scale on customer satisfaction and the mediating effect of product quality on the relationship between brand personality dimensions and customer satisfaction. Data were gathered from 240 customers of Small and Medium Enterprises (SMEs) products and services through the use of a cross-sectional survey. Data analyses were done by descriptive statistics and inferential statistics by the use of SPSS Version 23 and Smart PLS-3 which was used for structural equation modelling. The results of the study revealed that all the dimensions of Tsitsou’s brand personality model (competitiveness, prestige, morality, authenticity, and credibility) had significant positive relationships with customer satisfaction. Product quality indirectly mediated the relationships among competitiveness, prestige, morality, authenticity, credibility and customer satisfaction. The results have substantiated that Tsitsou’s brand personality scale can be applied to SMEs with particular reference to developing economies. Therefore, it can be recommended that business practitioners employ brand personality traits to market their products and services to boost customer satisfaction.

Analisis Pengaruh Persepsi Kebermanfaatan, Persepsi Kemudahan dan Persepsi Risiko Terhadap Minat UMKM untuk Bertransaksi Menggunakan Fintech/Financial Technology Sebagai Layanan Pembayaran Digital: Studi pada UMKM Kabupaten Nganjuk

This research is motivated by technological developments which are accelerating rapidly and penetrating various sectors of life. Technological progress has had many positive impacts, one of which is on the economic sector. Starting from limitations in making payments, an innovation was created that made things easier and faster. The aim of this research is to analyze whether perceived usefulness, perceived convenience and perceived risk partially and simultaneously UMKM influence interest in making transactions using Fintech/Financial Technology as a digital payment service. This research uses a quantitative approach with the causality method. In this research, the population of UMKM taken was operating in the culinary sector who were registered with the Nganjuk Regency Cooperatives and Micro Enterprises Service, totaling 544 UMKM. The sampling technique used a purposive sampling technique using the Slovin formula and the number of samples used in the research was 85 respondents obtained by distributing questionnaires/google forms. The tests carried out in this research used SPSS version 25 with multiple linear regression analysis methods. The conclusion of this research shows that perceived usefulness, perceived convenience and perceived risk partially and simultaneously have a significant influence on UMKM interest in using fintech as a digital payment service.

Problems and Solutions Arising from Principal Agent in Private Equity Investment Funds

Entrusted agency plays an important role in private equity funds. Through entrusted agency, it can realize the professional and standardized services of enterprises, and effectively establish the relationship between enterprises and investors. However, at the same time, the defect of the delegate agent leads to a certain risk in this operating mechanism. Based on the perspective of entrusted agents in private equity, this article systematically introduces the problems and reasons behind entrusted agents in private equity investment funds by sorting out relevant research results, and how to avoid risks and protect interests. For the risks of information asymmetry, contracts can be signed and sent. In the way of people's supervision and improvement of the law, for the risk of supervision, regular reporting can be adopted and the third party can be reasonably used for evaluation. For market risks, the corresponding legal mechanism can be improved. This study is of great significance for strengthening and improving the efficiency of fund operation and promoting the healthy development of enterprises.

Developing Scalable APIs for Data Synchronization in Salesforce Environments

In the modern business landscape, Salesforce has become an essential platform for managing customer relationships, driving sales, and fostering business growth. However, as organizations grow and their data volumes increase, the need for efficient and scalable data synchronization across various systems becomes paramount. Developing scalable APIs for data synchronization in Salesforce environments presents a significant challenge due to the complexity of integrating multiple data sources, ensuring real-time updates, and maintaining data integrity across diverse systems. This paper explores the design and implementation of scalable APIs specifically tailored for data synchronization within Salesforce environments. It delves into the architectural considerations necessary for creating robust, high-performance APIs capable of handling large volumes of data while ensuring consistency and reliability. The discussion begins with an overview of Salesforce’s ecosystem, highlighting the importance of data synchronization in maintaining seamless operations across various departments and systems. A critical component of this study is the examination of different API design patterns that support scalability, such as RESTful services, GraphQL, and event-driven architectures. Each approach is analyzed for its suitability in handling the unique challenges of Salesforce data synchronization, such as managing API limits, optimizing data transfer, and ensuring that data synchronization processes do not disrupt ongoing business activities. The paper also explores the role of middleware solutions, like Enterprise Service Bus (ESB) and API gateways, in facilitating seamless data flow between Salesforce and other systems.

Processes and mechanisms of the evolution of container port system in the Yangtze River Delta: An analysis from spatial and network perspectives

the Yangtze River Delta (YRD) has established a large-scale container port system with seaports and Yangtze ports as the mainstay and including other riverports and dry ports, occupying a prominent position in the pattern of national and even the global shipping development. Considering the new trend that the theoretical paradigm of port research has shifted from “spatial” to “network”, and that the focus of research goes from seaports to both seaports and inland ports, this study brings the complexity and uniqueness of the development of the port system in the YRD into the picture. By analyzing the influence of globalization, specialization, marketization, transportation, and greenization on port system development and its pattern formation, this paper elaborates on the gradient process of transportation and services allocation from the coast to the riverside and then to the inland. The evolution of port system is considered to have a temporal gradient between spatial-level transportation expansion and network-level services upgrading, and it is also believed that there is a spatial gradient in logistics supply chain terminalization between coastal and inland areas. Combined with the quantitative analysis from 200 5 to 2020, after entering the stage of port regionalization in the YRD, the container volume is distributed from coastal concentration to inland decentralization at the spatial level, while at the network level, port and shipping service enterprises (PSSEs) maintain a relatively centralized distribution along the coastal areas. At the same time, container volume growth rate fluctuates down, number of PSSEs growth rate fluctuates up, which trend is notable in the seaport. Currently, port regionalization in the YRD is still incomplete; the degree of logistics supply chain terminalization of ports in inland areas is relatively low; and the synergy between spatial and network in the entire YRD region has not yet been formed. This study tries to answer the question of the relationship between different types of ports in the complex port system, which can enrich the theoretical and empirical results of port system research and guide the practice of port and shipping in the YRD.

The Effect of Service Quality in Sports Businesses on Customer Satisfaction

Sports businesses need to improve their service quality to achieve their goals continuously. Enterprises that can achieve this will have a positive effect on customer satisfaction and will be able to sustain their existence and allow their businesses to grow. The problem statement of the research is "Is there a relationship between perceived service quality and customer satisfaction in sports businesses?". In this direction, the research aims to examine the relationship between service quality and customer satisfaction in enterprises in terms of different demographic variables. The population of the study consisted of 885 members who receive active service in Mugla Culture Art Sports Center and Trade LLC sports enterprises. The sample consisted of 375 people over the age of 18, 123 of whom were female and 252 of whom were male. To collect the data needed for the research, the personal information form prepared by the researchers, the Sports Facilities Customer Satisfaction Scale (SFCSS) developed by Yıldırım (2017), and the Fitness Centers Service Quality Scale (FCSQS) developed by Sevilmiş (2019) was used. The data were collected a face-to-face questionnaire technique. SPSS 26.0 package program was used to analyze the collected data. Frequency and percentage analyses were used to determine the demographic structure of the data. A T-test was used to investigate the relationship between two independent variables and a one-way analysis of variance (ANOVA) was used to examine the relationship between three or more variables. Statistical analyses were interpreted based on a p<0.05 significance level. The results of the analyses showed that the Cronbach Alpha values of the scales and sub-dimensions were highly reliable. The findings revealed a strong and positive relationship between service quality and customer satisfaction (r=0.613, p<0.01). This means that customer satisfaction increases with the increase in service quality in sports facilities.

Impact Of Digital Transformation in Shaping the Characteristics of Entrepreneurial Network Structure and Operational Process in Traditional Small-Scale Service Enterprises: A Qualitative Analysis of The Cleaning Service Industry in China

Impact Of Digital Transformation in Shaping the Characteristics of Entrepreneurial Network Structure and Operational Process in Traditional Small-Scale Service Enterprises: A Qualitative Analysis of The Cleaning Service Industry in China

Possibilities for increasing labour productivity by implementing innovative activities in the repair and service sector of animal husbandry

At present, the Russian Federation and the Republic of Belarus are signifi cantly behind the developed countries in terms of labor productivity and the share of domestic companies implementing technological innovations in the main sectors of the economy (especially in agriculture). One of the signifi cant factors of this lag is the underestimation in past years of the promising potential of various innovative technologies and, as a consequence the very limited and slow implementation of breakthrough innovations in the most significant sectors of the domestic economy. The decisive turn of the state economic policy of neighboring states in the area of deep technological transformation of all sectors of the economy is aimed at an innovative breakthrough and reaching advanced growth rates in the technological and economic development of fraternal countries. However, along with the introduction of the latest technologies the creation of completely new modern high-tech industries, which will require colossal financial investments, the task of comprehensively and thoroughly exploring internal production reserves, searching for new forms and methods of improving the efficiency of labour organization at existing enterprises, which will also bring a noticeable economic effect, remains relevant. This article describes in sufficient detail practical activities to improve and streamline accounting, planning, certifi cation, rationalization of workplaces of animal husbandry technical service organizations under the current conditions of the developing market. The results of the studies show that certification and rationalization of workplaces are effective tools in fi nding internal production reserves to improve the use of labour resources, fixed production assets, promotes the replacement of obsolete equipment, improves the relationship between workplaces, improves working conditions, and optimally balances the need for labour with the number of existing workplaces. This will significantly increase the overall efficiency of activities and competitiveness of service enterprises in the field of animal husbandry.

Research on the Path of Low Carbon Transformation of Traditional Retail Enterprises Empowered by Digital Technology

The retail industry is an integral part of the service sector. In the context of the booming development of the service industry and digital technology, this paper explores the low-carbon transformation path for traditional retail enterprises empowered by digital technology. Initially, a literature review reveals that as the overall scale of the service industry continues to expand, its negative impact on the environment is also intensifying. Reducing energy consumption and carbon emissions has become a rigid constraint faced by the service industry; Meanwhile, digital technology is becoming an important means to empower traditional service enterprises in their low-carbon transformation. Subsequently, through case study analysis, it is pointed out that digital technology can empower the low-carbon transformation of traditional retail enterprises from three aspects: reducing energy consumption, decreasing emissions, and saving resources. Finally, in response to the existing obstacles in implementing low-carbon transitions such as insufficient motivation for transition, constraints on investment costs in low-carbon technologies, and difficulties in managing energy and carbon emissions, practical paths for digital technology to empower the low-carbon transformation of traditional retail enterprises are proposed. These include enhancing the motivation for enterprise low-carbon transition, overcoming constraints on capital and talent, and improving technical support capabilities for the transformation.

Sustainable design: Circular innovation design method under process reengineering

The theory of sustainable business process reengineering has been widely applied in various disciplines and has achieved outstanding results. The theory is used to the research of product innovation design method in this work, and the entire process of product innovation design method is reshaped, bringing new development and new direction for product innovation design. Redesign processes in line with societal trends and in a sustainable direction. Furthermore, it may effectively address the inadequacies of conventional design methodologies during the application process. Then, increase corporate efficiency in order to accomplish significant improvements in enterprise cost, quality, service, and speed. The study applies the systematic induction method, research analysis method, and other comprehensive research methods to analyze and study the existing design process and method, as well as excavate the shortcomings and limitations that exist in the process's application of the existing design method. Based on the BPR theory, the sustainable innovation design method for full chain products is divided into five design processes: scenario implantation, requirement extraction, functional determination, structural optimization, formal innovation, and material selection. In addition, the feasibility and accuracy of this method are verified through lifesaving equipment cases. Secondly, three principles for sustainable product innovation design were proposed. On the one hand, products made by designers and college students can truly meet customer needs, generate disruptive innovative designs, and improve the market competitiveness of industrial products. On the other hand, design is no longer a single stage, but a complete, systematic, and comprehensive set of design processes aimed at improving design efficiency and achieving sustainable product development.

Accounting of inventories in service sphere enterprises based on modern technologies and its positive effects

In the dynamic landscape of service-sphere enterprises, accurate and transparent financial and management reporting plays a crucial role in assessing the company’s performance and making informed business decisions. One essential aspect of these reports is the reflection of accounting information related to reserves. Reserves act as a safety net, allowing businesses to mitigate risks, fulfill obligations, and invest in future growth. This article aims to explore the significance of improving the reflection of accounting information of reserves in financial and management reports in service-sphere enterprises and highlights strategies to achieve this objective effectively. Accurate and transparent financial and management reporting is essential for service-sphere enterprises to evaluate their performance, monitor costs, and make informed business decisions. Among the crucial elements of these reports is the reflection of accounting information related to inventory. Inventory represents a significant asset for service-based organizations, and effectively capturing its accounting information is crucial for assessing profitability, managing costs, and optimizing operations. Accurate reflection of inventory in financial reports is crucial for service-sphere enterprises as it provides valuable insights into the organization’s financial health and operational efficiency. By disclosing inventory-related information, such as valuation methods, carrying costs, and turnover ratios, financial reports facilitate decision-making for investors, creditors, and other stakeholders. Transparent reporting of inventory also enhances the credibility of financial statements, promoting trust and confidence in the organization’s financial position. Improving inventory accounting in service enterprises is crucial for maintaining efficient operations and maximizing profitability. In this article, we will talk about ways to further improve inventory accounting in service enterprises using modern methods and modern technologies.

Peer or tutor? The congruity effects of service robot role and service type on usage intention

The invention of service robots has reduced the labor cost and improved enterprises' efficiency and service quality. However, it is still difficult to enhance consumers' intention to use robot-by-robot design efficiently. Based on social roles of anthropomorphic cues, service robots can be divided into peer (e.g., kind and amiable friends) or tutor (e.g., authoritative and professional experts) robots. From a matching perspective, this paper investigates (1) whether robot role and service type have an impact on consumers' intention to employ service robots in different ways, and (2) how cognitive trust and affective trust can play a mediating role during this process. In this paper, the authors conducted an online a scenario-based experiment and collected a valid sample of 332 consumers. The results show that the participants are more willing to apply the tutor robot in the scenario of utilitarian service, and the peer robot in the scenario of hedonic service. In addition, cognitive trust and affective trust have a matching mediation effect. Specifically, for the utilitarian service, cognitive trust mediates the effect of robot role on consumers' intention to adopt the robots, while the mediating effect of affective trust is not significant. As for the hedonic service, affective trust mediated the effect of robot role on the intention to use, whereas the mediating effect of cognitive trust is not significant.

Research on the evaluation method of whole process engineering consulting service modes based on uncertain multiple-attribute group decision-making

With the continuous development of the economy and society, the engineering construction industry has experienced rapid growth, and higher requirements have been put forward for engineering consulting services. Currently, most engineering consulting service enterprises in China only provide relevant consulting services for engineering construction at a certain stage, lacking overall planning and overall control over the entire lifecycle of engineering construction. In order to improve the scientific level of fixed assets investment decision-making and construction management, it is of great value to explore professional engineering consulting services covering the whole process of project construction in the project decision-making stage and implementation stage to achieve the optimization of project quality and economic benefits. The whole process engineering consulting service modes (ECSM) evaluation is a multiple-attribute group decision-making (MAGDM). Recently, the TODIM technique and MACONT technique was created to put forward MAGDM. The interval neutrosophic sets (INSs) are created as a tool for managing fuzzy information during the whole process ECSM evaluation. In this work, the interval neutrosophic number TODIM-MACONT (INN-TODIM-MACONT) technique is created to put forward the MAGDM under INSs. Finally, a numerical analysis for whole process ECSM evaluation is given to validate the proposed technique. The main contributions are outlined: (1) the TODIM and MACONT technique was enhanced under INSs; (2) Information Entropy is created to conduct the weight information under INSs. (3) the INN-TODIM-MACONT technique is created to implement the MAGDM under INSs; (4) a numerical example for whole process ECSM evaluation and some comparative analysis is created to verify the INN-TODIM-MACONT technique.

Factors affecting the readiness for ESG reporting in Vietnamese enterprises

Countries around the world are taking further steps toward transparency and corporate sustainability. Environmental, social, and governance (ESG) reporting will be required for all firms listed on European exchanges as of 2026 according to the Corporate Sustainability Reporting Directive. Meanwhile, the companies’ rate in Vietnam reporting and disclosing ESG information is still limited. There is an empirical gap between the theory and practices of ESG reporting in Vietnam. Therefore, this study aims to investigate the determinants affecting the readiness for ESG reporting in Vietnamese enterprises. Survey questionnaires and quantitative analysis are employed based on the structural models using SmartPLS4 software to analyze the sample of 169 manufacturing, commercial, and service enterprises in Vietnam. The findings show that accountant qualifications, management processes, women on management boards, and information technology systems positively affect Vietnamese firms’ readiness to report ESG. The relationship between business executives’ ESG awareness, public media pressure, governmental guidelines, and the readiness for ESG reporting is not statistically supported. Based on the research results, Vietnamese enterprises should increase women’s participation on management boards, facilitate professional development and training for accountants, invest in information technology systems, and improve management processes to enhance the adoption of ESG reporting in Vietnam.

Supporting SME companies in mapping out AI potential: a Finnish AI development case

AbstractProducts and services relying upon Artificial Intelligence (AI) have moved from mere concepts to reality. However, challenges still exist in applying AI technologies to traditional industrial and service enterprises. Two central problems are a proper understanding of the opportunities AI could bring to the business processes and making the business logic and data sources transparent to AI experts. As small and medium-sized enterprises (SMEs) are considered the economic backbone of many countries, this paper studies how to support SMEs in understanding the potential of AI in their business and how to prepare their data and requirements for a possible AI project. For this purpose, we first proposed the Cross-Industry Standard Process for Data Mining (CRISP-DM) an industry-proven way to apply AI solutions. The weight was in early business and data understanding. Then, we performed data visualization and developed some machine learning methods for 11 SMEs in South-western Finland as case studies to get more ideas for improving their business using AI. Two surveys probed the possible changes in AI practises of companies.

The Impact of Organizational Culture on Employee Performance: A Case Study at Foreign-Invested Logistics Service Enterprises Approaching Sustainability Development

The Impact of Organizational Culture on Employee Performance: A Case Study at Foreign-Invested Logistics Service Enterprises Approaching Sustainability Development

Review on the Implementation of the Consumer Act of the Philippines: Insights to Its Plausible Future

As a developing Southeast Asian nation, the Philippines have experienced economic growth, leading to challenges in ensuring consumer protection. This study reviewed the level of implementation of Consumer Act of the Philippines (Act) and explored insights to its plausible future. This used both quantitative and qualitative components. This was conducted in Capiz. For the survey, respondents comprised of consumers buying in Roxas City supermarkets and grocery stores selling basic commodities. For Focus Group Discussion (FGD), business owner representative, Department of Trade and Industry implementers, and consumer organization members participated. For the challenges encountered in Act’s implementation, respondents believed that the law protects their rights, but they lacked awareness of how to enforce it with perceived weaknesses on Act’s effectiveness in enforcing penalties. For the level of implementation, respondents believed that the Act effectively ensured the quality and safety of consumer products in the market, reduced deceptive, unfair, and conscionable sales acts or practices, provided efficient resolution for valid warranty claims, protected against misleading or deceptive packaging techniques, holds businesses accountable for product and service imperfection, prevents misleading advertisements and fraudulent sales promotion practices, regulates service and repair enterprises, and ensures effective consumer complaints handling. Consumers perceived that Act's provision on penalties was inadequate, ineffective in addressing broader issues, inadequately implements provision on warranties, labeling, and fair packaging, no provision on claims for damages, with gaps in addressing issues on sales promotion, service, and consumer complaints handling. Participants highlighted the need to promote consumer education, clearer guidelines on acceptable sales practices, and areas for improvement in online marketplaces, consumer awareness, and enhanced enforcement capabilities. Overall, strengthened consumer advocacy, enforcement training, and education, provision of harsher penalties, collaboration with other stakeholders, enhanced screening measures on online shopping platforms, and streamlined online dispute resolutions.

Unleashing employee potential: The effects of customer-empowering behaviors on job crafting in hospitality industries

Drawing upon an extensive analysis of customer-empowering behaviors (CEBs) research, this study strives to better understand the impacts of perceiving such authorization among service employees in hospitality industries. Employing a multi-wave questionnaire and a scenario-based experiment, we unveil three key findings: First, CEBs significantly influence service employees’ job crafting. Second, self-efficacy in service delivery serves as a mediator between CEBs and job crafting. Third, the unit’s climate of concern for customers not only moderates the association between CEBs and employees’ self-efficacy in service delivery, but also shapes how these behaviors indirectly affect job crafting. This research contributes to the existing literature on empowerment in service encounters and offers significant practical value to service enterprises.