Service-oriented Organizations Research Articles

Reconfiguration and transformation for resilience: building service organizations towards sustainability

PurposeAmidst unpredictable and turbulent periods, such as the COVID-19 pandemic, service organization’s responses are required to be innovative, adaptable and resilient. The purpose of this study is to explore the utilization of both reconfiguration and transformational strategies as instruments for cultivating resilience and advancing sustainability in service organizations.Design/methodology/approachThe study examines a proposed resilience model using fuzzy logic. The research also used a semantic differential scale to capture nuanced and intricate attitudes. Finally, to augment the validity of the resilience model, a measurement scale was formulated using business mathematics and expert opinions.FindingsAlthough investing in resilience training can help organizations gain control and maintain their operations in times of crisis, it may not directly help service organizations understand the external turmoil, seek available resources or create adaptive remedies. Conversely, high levels of reconfiguration and transformation management vigour empower a service organization’s revolutionary, malleable vision, organizational structure and decision-making processes, welcoming talented and innovative employees to enhance capabilities during crises.Research limitations/implicationsThe resilience model bestows a comprehensive understanding of the pertinence of building resilience for service organizations identifying the antecedents that influence the adoption of these strategies and introduces a range of theoretical perspectives that empowers service organizations to conceptualize and plan for building resilience. The research guides service organizations to become more resilient to external shocks and adapt to changing circumstances by diversifying their offerings, optimizing their resources and adopting flexible work arrangements. The study elaborates on the enhancement of resilience, increasing innovation, improving efficiency and enhancing customer satisfaction for service organizations to remain competitive and contribute to positive social and economic outcomes through the adoption of both reconfiguration and transformational strategies.Practical implicationsThe study also guides the service organizations to become more resilient to external shocks and adapt to changing circumstances by diversifying their offerings, optimizing their resources and adopting flexible work arrangements. Rapid innovation and business model innovation are essential components, enabling service organizations to foster a culture of innovation and remain competitive. In addition, the adoption can lead to improved financial performance, job creation and economic growth, contributing to positive social and economic impacts.Social implicationsThe resilience model bestows a comprehensive understanding of the pertinence of building resilience for service organizations. It identifies the antecedents that influence the adoption of these strategies and introduces a range of theoretical perspectives that empowers service organizations to conceptualize and plan for building resilience. The research also provides a foundation for further investigation into the effectiveness of these strategies and their impact on organizational performance and sustainability. By better preparing service organizations for disruptions and uncertainties, this research triggers ameliorated organizational performance and sustainability.Originality/valueWithin the realm of the service industry, the present investigation has undertaken the development, quantification and scrutiny of both resilience and tenacity. In addition, it has delved into the intricate dynamics surrounding the influencing factors and antecedents that bear upon resilience, elucidating their consequential impact on the operational performance and outlook of service-oriented organizations. The findings derived from this research furnish valuable insights germane to enhancing operational efficacy and surmounting impediments within the sector.

Assessing New Product Development Trends and Practices in Manufacturing and Service-Oriented Organizations in Chitwan District, Nepal

Assessing New Product Development Trends and Practices in Manufacturing and Service-Oriented Organizations in Chitwan District, Nepal

Employee Motivation and Outcomes of Developing and Maintaining High-Quality Supervisor–Subordinate Guanxi in Hotel Operations

Dyadic leader–follower relationships play a significant role in sustainable development of labor-intensive and service-oriented organizations. The purpose of this study is to assess employees’ motivation and outcomes of developing and maintaining high-quality supervisor–subordinate guanxi in Chinese hotels. A survey was undertaken in four- or five-star hotels, with a total of 318 matched employees-supervisor completed responses used for data analysis, which was conducted using SPSS Statistics and SmartPLS. The study’s results show that affection and obligation significantly motivate employees to develop and maintain supervisor–subordinate guanxi, which in turn contributes to the desirable task performance delivery and supervisor autonomy support. Furthermore, the study confirms the mediating roles of supervisor–subordinate guanxi and task performance. This work extends guanxi research and is among the first to identify why hotel employees are motivated to develop and maintain high-quality supervisor–subordinate guanxi based on the contextualization of self-determination theory and Chinese cultural elements.

The Role of marketing mix (7P) Strategy Towards Customer Satisfaction

KPPBC Type Madya Cukai Malang as part of the Directorate General of Customs and Excise is a government institution that has duties and authorities in the field of customs and excise. As a government bureaucracy engaged in the government service sector, the Malang Customs Office also applies the marketing mix (7P) to support service user satisfaction, the company's marketing system namely product, price, place, promotion, people, process and physical evidence. Service user satisfaction is one of the parameters that is continuously measured to improve public service performance in an effort to change the culture of service-oriented organisations. In addition, if there are still shortcomings, improvements can be made in a better direction. The research method used in writing this scientific work is a qualitative approach to thoroughly and comprehensively reveal all aspects related to the influence of the marketing mix on service user satisfaction at the Malang Customs Office. Data collection is done by conducting interviews and observations. The results of the study indicate that the product and promotion variables do not directly affect service user satisfaction, while the price, place, people, process and physical evidence variables affect service user satisfaction.

The Impact of Customer Incivility and Its Consequences on Hotel Employees: Mediating Role of Employees’ Emotional Exhaustion

Employees’ negative outcomes have continued to be the logical position emphasized by service-oriented organizations that ‘the customer is always right’ and organizational policies that require employees to make customers happy, even in situations involving a customer’s uncivil behavior. The current study builds and evaluates a research model that analyzes the associations among customer incivility, employees’ emotional exhaustion, employees’ intentions to quit the workplace, and employees’ satisfaction at the workplace using the conservation of resources theory. Employees from four- and five-star hotels in Pakistan. The data shows that customers’ incivility boosts employees’ emotional exhaustion and employees’ intentions to quit the workplace, but intentions have no effect on employees’ satisfaction at the workplace when using structural equation modeling. The results show that employees’ emotional exhaustion slightly mediates customers’ incivility influence on employees’ intentions to quit the workplace while totally mediating customers’ incivility effect on employees’ satisfaction at the workplace. The findings’ implications, limitations, and future directions are examined.

Efficiency-oriented training and development based on service process observation and assessment in the workplace

PurposeThis paper aims to establish a service efficiency-oriented framework for training design and evaluation as a pivotal service procedure in the workplace to fill the gap between training and organizational performance in a service context.Design/methodology/approachA semi-structured interview was first employed to confirm the primary indicator for training programs and criteria design as the pivotal factor for operational efficiency. An observation experiment was subsequently conducted to reveal that the training program can be redesigned according to the concrete operation effects and influencing factors for operational efficiency in the workplace.FindingsThe proposed service efficiency-oriented training model is suggested to underline and guide the activities for training requirements, training methods, training criteria and training evaluation for the service sector. Training auditing, analyzing and redesigning based on service efficiency could help to integrate service efficiency so that service organizations can readjust their specific training needs and concise the training program in the human resource management practice.Research limitations/implicationsThis study only conducted an on-site observational experiment on one of the casinos in Macau. An observational method assessed the conceptual model in the context of table game operations. More quantitative approaches like AI-assisted systems may be employed in the future. The representativeness of the sample is somewhat limited. In addition, the service efficiency-oriented training concept model is an open system that any organization could extend by incorporating more elements in each part that can be developed to meet their human resource management needs. Finally, other service-oriented organizations like airlines and banks can learn from the theoretical model proposed in this article. It is suggested that non-profit organizations would be a better research area.Practical implicationsThe finding can provide organizations and practitioners with insights and tools on how to provide and evaluate service efficiency and assess employee performance.Social implicationsThe proposed service efficiency-oriented training model provides a theoretical foundation for training and organizational performance for service organizations.Originality/valueThis study is the first to develop a service efficiency-oriented training framework with training needs, methods, criteria and evaluation. A service industry sample was used to verify the framework in the context of casino game pace and dealer training for table games. Suggestions for a combination of management are provided for casino operators to redesign and evaluate the dealer training program for service improvement.

Understanding the role of customer incivility and supervisor monitoring in the relationship between customer orientation and frontline employees' emotional exhaustion

PurposeBased on the resource conservation theory, this research paper aims to evaluate the positive impact of customer orientation on frontline employees' emotional exhaustion and the moderating effects of customer incivility and supervisor monitoring.Design/methodology/approachTwo-wave data from 484 frontline employees in power supply business halls were analyzed. This study used AMOS 23.0, SPSS22.0 and PROCESS macro for data statistics and analysis.FindingsOur empirical research demonstrates that customer orientation has a significant positive impact on frontline employees' emotional exhaustion. At the same time, supervisor monitoring moderates the relationship between customer orientation and emotional exhaustion. The higher the interactional or observational monitoring, the stronger customer orientation's effect on frontline employees' emotional exhaustion. Moreover, a three-way interaction model exists between customer orientation, customer incivility and supervisor monitoring.Practical implicationsThis study yields practical implications for helping the frontline employees of service-oriented organizations alleviate multiple interpersonal workplace pressures.Originality/valueBased on resource conservation theory, this paper used a novel approach to focus on customer orientation, customer incivility and supervisor monitoring as interpersonal stressors.

The effect of internal knowledge transfer on the relationship between personality traits and employee service performance: a multilevel model

PurposeInternal knowledge transfer is crucial for firms to improve their employees’ abilities and improve their work performance. However, there is still a gap in the knowledge management field regarding whether internal knowledge transfer can leverage employee personality traits and service performance in service-oriented organizations. To address this gap, this study aims to validate a multilevel model of the mediating (i.e. internal knowledge transfer as a mediator) and moderating (i.e. task interdependence as a moderator) mechanisms underlying personality traits and employee service performance.Design/methodology/approachMultilevel structural equation modeling was applied for model validation using an original data set from 45 team leaders and 333 employees working in Chinese hotels.FindingsInternal knowledge transfer mediated the link between extraversion and employee service performance and the link between openness to experience and employee service performance. Task interdependence played a moderating role that strengthened both the impacts of extraversion and openness to experience on internal knowledge transfer.Originality/valueThrough the use of an original data set, this study advances the knowledge management discipline by investigating the mediating impact of internal knowledge transfer between personality traits and employee service performance and revealing the moderating impact of task interdependence that underlies the links between personality traits and internal knowledge transfer.

The effect of service quality on students’ satisfaction in the University Health Centre at Universiti Utara Malaysia

Service quality is an issue that organizations must address particularly service-oriented organizations. This quality will indicate whether the organization achieved the requisite level of quality based on the expectations of the organization and the students. This study is aimed to determining that focus on the effect of service quality on students’ satisfaction in the University Health Centre at Universiti Utara Malaysia. The methodology of this research, design used was a quantitative approach and assessed the five dimensions of service quality (independent variables), which were tangible, reliability, responsiveness, assurance, and empathy. This study employed a cluster sampling technique. The questionnaire was distributed to students of Universiti Utara Malaysia who stayed in Sime Darby Student Residential Hall and 117 students responded to the questionnaire. The SPSS version 29 was used to analyse the data. The findings from the analysis revealed that tangible, reliability, responsiveness, assurance, and empathy were found to record significant effects towards students’ satisfaction. In addition, the responsiveness, assurance, and empathy variables were highly significant in determining students’ satisfaction. Practical and theoretical implications for comprehending the characteristics of the effect of tangible, reliability, responsiveness, assurance, and empathy would make academic and service providers be more concern about students’ satisfaction to improve service quality in the University Health Centre.

Impression Management and Employee Contextual Performance in Service Organizations (Enterprises)

This study aims to investigate the effect of impression management on employee contextual performance in service organizations using quantitative methods. The social influence theory, which explains the role of superior influence over the subordinate, served as the theoretical underpinning for the study. A cross-sectional survey design was adopted in line with positivism research philosophy. The accessible population of this study consists of one hundred selected service-oriented firms (four-star hotels, fast food restaurants, and travel agencies) operating in the southern part of Nigeria. The sample consists of middle managers, human resource managers, front desk officers, housekeepers, and customer relationship managers. Frequency distribution was used to analyze participants’ profiles, while linear regression was employed to analyze the formulated hypotheses. Statistical Package for the Social Sciences (SPSS) 20.0 served as statistical software. Linear regression results suggest that self-promotion exerted a significant positive effect on co-worker support. Ingratiation demonstrated a significant positive effect on customer satisfaction. It appears that exemplification exerted a significant positive effect on enterprise compliance. The outcome of this study has demonstrated that traditional managerial skills can no longer hold water in contemporary service-oriented organizations because of the workplace's dynamic and changing technological structure. This study concludes that impression management can assist managers in influencing their employees positively to achieve organizational objectives. Doi: 10.28991/ESJ-2023-07-02-05 Full Text: PDF

They were uncivil, and now I am too: A dual process model exploring relations between customer incivility and instigated incivility.

Incivility from customers is a common occurrence for employees working in service-oriented organizations. Typically, such incivility engenders instigated mistreatment, both towards customers and colleagues. Not much is understood, however, about the mechanisms underlying the relations between customer incivility and instigated incivility. Answering recent calls from incivility scholars, the present research, drawing from Self-Regulatory Resource Theory and Stressor-Emotion models of workplace behaviour, explored cognitive (i.e., self-regulatory resource depletion) and affective (i.e., negative affect) pathways that would explain relations between customer incivility and instigated incivility towards others. Through two multi-wave studies with different time lags (N1 =180, weekly lags; N2 =192, within-week lags) and different operationalizations of the instigated incivility construct (i.e., broad [unidimensional] and narrow [multidimensional]), we find consistent support for the mediating effects of the affective pathway. While our first study finds that customer incivility is linked to broad instigated incivility through negative affect, our second study finds that customer incivility is linked to, more specifically, gossip, exclusionary behaviour, and hostility through negative affect. In both studies, however, no support was found for the mediating effects of the cognitive pathway. Implications for both research and practice are discussed, and future research directions are offered.

Provision of an Organizational Trust Model Based on the Assumptions of Human Resources in Service-Oriented Organizations

INTRODUCTION: The Red Crescent Society of the Islamic Republic of Iran is one of the most effective service-oriented organizations in the country which has a high potential for trust building and role modelling. Using human resources with a humanitarian approach and identification of causal, contextual, and intervening factors that lead to building trust contribute to the excellence of this popular institution. Therefore, this study aimed to present a model of organizational trust based on the assumptions of human resources in service-oriented organizations, particularly The Red Crescent Society of the Islamic Republic of Iran, using the meta-synthesis approach. METHODS: This is a qualitative cross-sectional study, in which 1,269 relevant articles published between 2010 and 2022 were collected from the Web of Science database. A total of 85 articles were selected and used, as the basis for the data extraction, to determine trust building based on the assumptions of human resources theories in the interpretive paradigm. FINDINGS: Trust building in the Red Crescent Society is one of its essential elements due to the impact of environmental and human variables. Therefore, this study identified causal conditions (organizational factors, job, employees), background conditions (culture, ethics, religion, individual, organization, intervening conditions (managerial, occupational, and psychological), strategies (new leadership, transparency, Quantum management, talent management), and the outcomes (including organizational citizenship behaviour, social responsibility, organizational spirituality), which included a total of 28 common features and 152 components. CONCLUSION: Based on the obtained results, trust-building management methods in the Red Crescent Society include open communication, brainstorming, collaborative management, a supportive atmosphere, and effective strategies in the functional dimensions of the Red Crescent Society, including new leadership, behavioural assumptions of managers, as well as decision-making in terms of content, time, model, cognition, and approaches of transformative leadership, ethical and pure leadership, positive and servant leadership, and distributed and intellectual leadership.

Counterfeiting Activities in Manufacturing Versus Service Organizations

This research explores the relationship between supply chain (SC) counterfeit risk management efforts and organizational performance in both manufacturing- and service-oriented organizations. Counterfeit risk management is characterized by factors of Counterfeit Risk Mitigation (CRM) and Integration of Risk Management (IRM), while performance is represented by Cost Benefits (CB), Supply Chain Benefits (SCB) and overall Organizational Performance (OP). A structural equation model is tested based on the participation of 139 logistics and SC managers. For service-oriented organizations, the relationship between CRM and both CB and SCB is fully mediated by IRM. Moreover, both CB and SCB have a significant direct positive effect on OP. In the case of manufacturing-oriented organizations, while IRM fully mediates the relationship between CRM and CB, no mediation effect is found in the link between CRM and SCB. Furthermore, no relationship materializes between SCB and OP. The empirical findings of this research offer a firm-level counterfeiting framework for managerial decision-making.

Consumer Perception, Online Retailing and the Nigerian Experience: An Interchange of Demographic Patterns and Service Quality

Customer perception has earned a lot of interest in recent times as a tool for assessing service quality in service-oriented organizations. Although numerous studies have addressed customers’ perceptions of service quality in traditional service settings, a relatively small volume of literature has empirically examined service quality issues in the online retailing environment. In the case of Nigeria, there is no known research relating to perceived service quality of online retailers. To address this knowledge gap, the consumer perception of the online retail sector in Nigeria was studied. The expectation theory, the electronic service quality model, and the electronic recovery service quality model served as the theoretical foundations on which this study is based. The methodology involved the use of a descriptive survey method to assess the perceived service quality of the online retail sector and the effect of selected demographic factors on customer perception. The study was conducted with a sample size of 300 respondents. The results revealed that the perceived service quality of the online retail sector in Nigeria is above average but has room for improvement. The study also showed that customer perception was not affected by the demographic factors that this research focused on.

Has the Volume-Based Drug Purchasing Approach Achieved Equilibrium among Various Stakeholders? Evidence from China.

Volume-based drug purchasing by China’s health insurance system currently represents the largest group purchasing organization worldwide. After exchanging the market that accounted for nearly half of the volume of the healthcare system for the ultra-low-price supply of limited drugs, what are the effects on patient and funding burdens, drug accessibility, and clinical efficacy? We aimed to verify the effectiveness of the policy, explore the reasons behind the problem and identify regulatory priorities and collaborative measures. We used literature and reported data from 2019 to 2021 to conduct a stakeholder analysis and health impact assessment, presenting the benefit and risk share for various dimensions. The analysis method was a multidimensional scaling model, which visualized problematic associations. Seventy-nine papers (61 publications and 18 other resources) were included in the study, with 22 effects and 36 problems identified. The results indicated favorable affordability and poor accessibility of drugs, as well as high risk of reduced drug quality and drug-use rationality. The drug-use demand of patients was guaranteed; the prescription rights of doctors regarding clinical drug use were limited; unreasonable evaluation indicators limited the transformation of public hospitals to value- and service-oriented organizations; the sustainability of health insurance funds and policy promotion were at risk; and innovation by pharmaceutical companies was accelerated. The problems associated with high co-occurrence frequencies were divided into the following clusters: cost control, drug accessibility, system rationality, policy fairness, drug quality, and moral hazards. These findings suggested that China has achieved short-term success in reducing the burden on patients and reducing fund expenditure. However, there were still deficiencies in guaranteed supply, quality control, and efficacy tracking. The study offers critical lessons for China and other low- and middle-income countries.

Measurement of information technology governance capability level: a case study of PT Bank BBS

The very close involvement of technology in the banking industry makes almost all banking activities and products currently dependent on information technology (IT). PT BPRS Bhakti Sumekar (PT BBS Bank) is one of the banks that realizes the importance of IT in the digital era and has included IT as part of the company's strategic plan. The company states that compliance with regulations, best practices, and standards is key to a successful IT implementation. In this study, the measurement of the capability level of corporate IT governance was conducted to determine what IT priorities were based on the company's strategic objectives and what recommendations could be given based on best practices to improve IT services in support of the company's strategic goals. The framework to be used is control objective for information and related technology (COBIT); the most widely used framework suitable for service-oriented organizations. The results of research using COBIT 2019 show how IT governance is needed by the company and what should be prioritized. The measurement results found that there is still a gap between management's expectations and the current level of capability and provide recommendations on what companies need to improve performance in order to meet expectations.

TRANSFORMING LIBRARIES AS A PROFIT-MAKING ORGANIZATION TO IMPROVE SERVICE PERFORMANCE

Libraries are non-profit service-oriented organizations engaged in satisfying the patrons' needs by providing them with whatever they seek from the library, i.e., Books, Journals, Magazines, CDs/DVDs, and Online Resources. However, the libraries must face hardships regarding funds which create difficulties in maintaining the libraries and providing better library services. Its high time libraries should become self-dependent rather than depending upon the funds provided by the parental organization. The funds that the parental organization allocates are minimal and do not cover every area pertaining to the library. Purpose: The purpose of the paper is to conceptualize the transformation of libraries into profit-making organizations to provide improved library services. Results: To make libraries a profit-making organization, librarians should go unconventional by making some amends in the library policy like charging money in exchange for some services which were earlier not provided by the libraries, i.e. (1) Rental of equipment: Renting the items like Computers, CD/DVDs, Cassette, among others, can provide some rents. (2) Advertisement: Libraries can charge advertisement costs by promoting books written by authors. (3) Selling the weeding out items. (4) Translation. (5) Reproduction Cost. (6) Service charge on-demand services. (7) Inter-Library Services. (8). Membership Schemes. (9) Book Reservation. (10) Training. The charges incurred from the above services are implemented to make the library a better place by providing better resources and better services. Conclusion: Libraries are meant to be non-profit organizations and must provide services free of cost to the patrons, but the library's primary goal is also to keep the users' satisfaction into consideration. To keep the users satisfied, libraries must keep implementing new policies and procedures to keep them going head on head with time.

Verification of the Japanese version of the service-oriented organization citizenship behavior scale

Verification of the Japanese version of the service-oriented organization citizenship behavior scale

Study on Internet Banking Services of Commercial Banks in Nepal

Most of the banks and financial institutions of Nepal have been moving towards the e-Banking system as all of them want to increase customer satisfaction and relationship (especially in terms of time), scope, and transaction facilities. The scope of this study is to analyze different Internet banking services and their parameters provided by commercial of Nepal.
 The study used a questionnaire by using Google Form, which was provided to the respondents in their email addresses for primary data collection. A sample of four respondent’s banks, from 27 banks(Nepal Rasta Bank 2021) and different 18 attributes were taken to analyze their performance.
 The comparative study is done by analyzing different Internet banking services and their parameters provided by commercial banks such as Transaction-Intra and Interbank, Merchant tie-up, Wallet Support, Utility payment, Transaction cost, Transaction Limit, and IPS connectivity by using bar charts analysis.
 The study shows that there are no single parameters that can be used to compare the services. Thus, the model of study proposed here is helpful for the comparison of services of financial institutions. Further, the model can be implemented to compare any kind of services in any service-oriented organizations.

Undervalued, understaffed, underdeveloped, and underutilized? The status of public libraries in the eleven municipalities of rural Iloilo Province, Philippines

Libraries, as service-oriented organizations, are being guided on every aspect of their operation by local and international standards. In the Philippines, public libraries are expected to adhere to the stipulations of the Philippine Standards for Public Libraries. This study was conducted to assess the adherence of the 11 municipal libraries in Iloilo Province to the following areas of the Standards: library administration, collection management, services and utilization, physical facilities, financial resources, and linkages, networking and collaboration. Findings revealed that most libraries were non-compliant with almost all aspects of the Standards. Specifically, the majority lacked support from their local government units and were managed by non-professional librarians with inadequate knowledge and skills in successfully managing a library. Additionally, most libraries have a low budget to purchase updated resources of various types and formats and appropriate facilities and equipment. Furthermore, almost all libraries lacked networks and linkages, and collaborative activities that could have helped librarians enhance their skills, improve library resources and services, and increase their visibility and value to the stakeholders. Consequently, most municipal libraries could not fulfill the community's information needs; therefore, they remained undervalued and underutilized.