Competitive Service Research Articles

Emotional Intelligence as a Strategic Driver of Competitive Advantage and Service Quality in the Banking Industry

This research aims to determine whether emotional intelligence (EI), particularly in government-owned commercial banks, is a valid measure of service quality in the banking sector. The study aims to ascertain how emotional intelligence (EI) raises the caliber of services, with a particular emphasis on the departments of operations, credit, and customer service. Using a quantitative methodology, data were collected through purposive sampling from 284 employees in particular bank branches in Kathmandu. The findings show that emotional intelligence (EI) and service quality are highly correlated. Workers with higher EI are more adept at managing their emotions, positively relating to clients, and offering superior customer service. Self-awareness, social awareness, and relationship management are crucial in enhancing service quality, with relationship management exerting the most significant influence. The study's limited scope focusing only on government-owned banks in a particular area may restrict its applicability opening up new avenues for future studies on emotional intelligence in private banking and other sectors of the economy.

Competitiveness of domestic educational services on the international market

It is indicated that Ukraine, as a country that has a large number of effective educational institutions that educate leading specialists in their field, who are currently using their knowledge in projects around the world, should be in the top list of countries for exporting educational services in the world. With the beginning of the anti-terrorist operation in 2014, as well as with the beginning of full-scale military operations in 2022, the development of the export of educational services in Ukraine decreased, and therefore the place of Ukrainian educational services in the international market of educational services decreased as well. The corresponding state of affairs implies the need to develop mechanisms and ways to increase the level of competitiveness of Ukraine in the international market of educational services, which is relevant and requires research. It was noted that on the way to European integration, Ukraine adheres to a number of international standards, actively develops its economy, in particular, in the field of education. The scientific article is devoted to the study of issues of competitiveness of domestic educational services on the international market. The place of domestic educational services in the international market and the dynamics of the development of domestic educational services in the international market are determined. The particularities of the obstacles that currently do not allow the proper development of Ukrainian educational services on the international market of educational services are given. The reasons that stimulate the development of domestic educational services and stimulate the strengthening of the position of domestic educational services on the international market are determined. Features, general characteristics and risks of competitiveness of domestic services and factors influencing the competitiveness of services are determined. The features of the competitiveness of domestic educational services are given, as well as the dynamics of the corresponding competitiveness before and during the legal regime of martial law in Ukraine. The impact of martial law on the development of the competitiveness of domestic educational services is determined; the negative impact of martial law on the competitiveness of domestic educational services and ways to improve the situation are highlighted.

Evolution and development tendencies of material handling machines

The tools used during mobilities are very diverse, but their operation and structure can be traced back to the same basic principles that created the material handling machines during the previous centuries. Today, knowledge of material handling machines has become a basic necessity not only for industrial and service processes, but also for people's everyday lives, since our lives are almost unimaginably filled with different means of transportation, or without using the vehicles that transport and load our daily consumer goods. As in all areas, material handling is becoming more and more modern, and equipment that serves social and economic needs at a high level is used. One of the most defining characteristics of today's consumer society is extremely rapid change, which also affects our devices, so the design of material handling machines is also constantly changing. An important question of competitive service is how to meet rapidly changing needs. In my article, I review the development of material handling equipment, or the most important handling machines used in modern systems. Based on the outlined processes and technical changes, I will try to show where material handling is headed, what trends prevail today or are expected in server systems of the near future.

교육바우처 정책 사상의 원류와 그 원리에 대한 소고

This study explores the ideological foundation of education vouchers, focusing on educational support programs for commoners during the French Revolution and the educational philosophies of Thomas Paine and John Stuart Mill. Thomas Paine emphasized the expansion of educational choice through government support and assistance for the poor, while John Stuart Mill advocated for educational improvement through free choice and competition. Their philosophies have become core ideas in the modern school choice movement and were institutionalized in the education voucher policy by Milton Friedman. This study analyzes the outcomes of education vouchers from the perspective of public choice theory and examines models such as the Tiebout hypothesis, Demand Side Financing, and Home and Community-Based Services (HCBS). Additionally, it explores the relationship between Hirschman's Exit-Voice-Loyalty model and the principle of voucher choice. In conclusion, this paper emphasizes how these concepts are related to choice and competition in public services. Furthermore, it highlights that the principles inherent in education vouchers serve as an important ideological foundation for democracy and economic development.

Could Digital Trade Promote Global Value Chain Participation? Evidence from Multinational Data

ABSTRACT Digital trade and global value chains are important topics in international trade, yet the relationship between them has yet to be fully verified. Based on the multinational panel dataset during 2007–2018, this article empirically studies the impact of digital trade on global value chain participation and its mechanism. The results show that digital trade significantly promotes global value chain participation. In terms of sub-dimensions, national competitiveness of digital services has a positive impact, while digital innovation environment has a negative impact. Digital trade is more conducive to promoting forward-linkage participation and the global value chain participation of developed countries. Digital trade promotes global value chain participation by reducing trade costs and improving technological innovation. The trade cost effect exists only in developed countries, and the technological innovation effect is verified in both developed and developing countries.

Optimizing Logistics: Developing An Efficient Tracking and Delivery System for Automotive Spare Parts

In the automotive spare parts industry, efficient supply chain management is the backbone of operational success. Amidst this complex ecosystem, companies face challenges in delivering fast, reliable, and competitive services, accommodating a constantly evolving consumer base with discerning preferences and rising expectations. This article aims to identify challenges in developing tracking and delivery scheduling applications for the automotive spare parts industry and improve system performance by introducing effective solutions. The research adopts a system development approach using the Waterfall method to produce a responsive and user-friendly web application, followed by functional testing using Black Box and evaluation using the System Usability Scale (SUS). Development of the tracking and delivery scheduling application using the Waterfall method resulted in a reliable and responsive application, with all system functionalities running smoothly. SUS testing indicated that the application has a good level of usability, with an average score of 77.5 out of 100. This study successfully provides relevant and efficient technological solutions to overcome operational barriers in the automotive spare parts industry, with the potential to enhance customer satisfaction and solidify the company's position as a pioneer in the automotive aftermarket sector. However, further improvements in application usability can be achieved through future iterations guided by user feedback and additional usability testing.

A novel method for evaluating ship concept performance in transport systems

Abstract Transport carries significant external costs such as climate change, accidents, pollution, and road congestion, driving national and international strategies for the development of new transport concepts. This includes shifting larger cargo volumes away from roads to more sustainable transport modes such as waterborne. The SEAMLESS project was launched in 2023 to answer to these needs by developing technology for autonomous waterborne zero-emission feeder-loop services. The realisation of such services depends on their modal competitiveness. Autonomous ships are expected to reduce transport costs and emissions, and ultimately improve logistical performance. There are, however, few published studies that quantify these impacts of autonomy. Furthermore, commercial waterborne autonomous transport services do not exist yet, limiting the possibilities for empirical analysis. Hence, research is needed to address exactly how and to what extent, autonomy improves competitiveness in different applications. This paper addresses the need for more empirical analyses of innovative waterborne transport performance, by presenting a novel method for evaluating ship concept performance in transport systems. The impacts of design choices are captured through hydrodynamic and logistical simulations. The method can be applied to transport systems consisting of both conventional and novel ship designs, operating on one or more routes including transhipments. It is implemented in the software SIMPACT and applied to a case study which establishes a shortsea feeder-loop service in the Bergen area in Norway. The Bergen municipality has decided that the container terminal is to be moved out of the city centre to reduce local traffic and emissions. However, in the absence of a competitive waterborne transport service in this region, the relocation will have the unfortunate consequence of an estimated annual net increase in regional truck traffic of 40,000 additional truck trips over 25km. By means of the proposed methodology, this paper investigates the feeder-loop concept and compare its quantified performance to truck transport and finds that competition is feasible.

패션산업 전자상거래에서 물류 서비스가 고객만족도에 미치는 영향

Purpose: A s t he c ommerce m arket r apidly c hanges d ue t o t echnological a dvancements and consumer preferences, the competitiveness of logistics services is highlighted. This study analyzes the factors of logistics in fashion industry e-commerce that affect customer satisfaction. The goal is to provide insights to fashion companies to develop logistics strategies. Research design, data, and methodology: In the research model for empirical analysis, the logistics service factors are reliability, economy, convenience, and speed. Data obtained via questionnaire were analyzed for multiple regression and moderating effects. Results: As a result of the analysis, the logistics service factors that provide economy, convenience, and speed had a significant impact on customer satisfaction. There were significant differences in customer satisfaction based on gender and age. Conclusions: Fashion companies must provide a variety of logistics services, and need to improve customer satisfaction through continuous service improvement.

Pengembangan Moocs Sukses Berbisnis di Marketplace Sebagai Peluang Bisnis Online

Marketplace is a digital platform that is familiar to use when buying and selling online. Marketplaces are crucial in enhancing the quality, marketing, and competitiveness of MSME services and products. There are so many MSMEs in the form of online stores in the marketplace. The existence of a marketplace is beneficial for business owners who are just starting their business on a particular marketplace platform. However, the existence of these online stores is considered not optimal in reaching a very broad market due to the lack of experience and knowledge to make business innovations. Therefore, a training through MOOCs is needed for MSMEs that have online stores incorporated in a marketplace. using the ADDIE Model to acquire prevalent knowledge regarding business strategies in the marketplace, xMOOCs are developed. The developed MOOCs consist of seven materials, namely (1) Basic Concepts of Marketplace, (2) Marketplace Business Models, (3) Preparation for Starting an Online Business in the Marketplace, (4) Selling in the Marketplace, (5) Strategies for Increasing Traffic in the Marketplace, (6) Managing and Developing Stores, and (7) Success Stories of Online Sellers in the Marketplace. The development of MOOCs through research obtains complete information from the design, development, to evaluation stages. These MOOCs can be used massively and effectively in providing useful knowledge for participants to increase sales in the marketplace.

Behavioral Design in Healthcare: Synthesis of Technical Sciences and Humanities

The scientific and practical potential of behavioral economics and behavioral design in Russia is underutilized, and the use of their methods can be significantly expanded, both in the scientific field and in practice. One of the promising areas of their application, with significant experience accumulated in the West, is healthcare. Behavioral design in healthcare is an example of an effective synthesis of the achievements of the humanities and technical sciences with an interdisciplinary approach that constructively combines economic, psychological, and technological methods of scientific knowledge. The use of behavioral design technologies, including digital and neural interfaces, is a promising direction for creating competitive products and services in healthcare. The theory of solving inventive problems can help speed up the process of implementation in practice. Behavioral design technologies in healthcare can be considered from such positions as physical design – the design of medical equipment, devices, and drug labels – as well as design for error-proofing in organizing processes based on reducing the negative impact of the human factor. The behavioral design of error-proofing systems in healthcare is implemented through functions such as forced control, error failure, warning, and touch alert.

Impact of Chatbots on Satisfaction and Loyalty in Lima's Telecom Sector

The migration towards digital environments has transformed the expectations of consumers, who now not only look for quality products and services, but also convenience, personalization and efficiency in each interaction with the brand. This change presents significant challenges for companies, as they need to constantly adapt to meet their needs and thus maintain loyalty in a highly competitive market. The pressure to offer added value and maintain customer preference is intensified by the ease with which consumers switch to competitors. which drives companies to innovate and adapt AI such as chatbots, which could be the answer to this challenge. The objective of this research work is to know if the use of chatbots positively influences the satisfaction and perceived loyalty of consumers of telephone services, since in this case the speed, quality of the service and the customer's need for understanding. They are critical and represent a greater challenge to differentiate. The methodology used for this research maintains a quantitative, correlational, non-experimental approach. The type of sampling was non-probabilistic, and the strategy was snowball. The instrument used was a questionnaire with a sample of around 130 consumers in the city of Metropolitan Lima in Peru. The findings suggest that chatbots are not only innovative tools, but also strategic ones for telephone companies seeking to improve customer satisfaction and loyalty. The implementation of appropriate chatbots can transform the customer experience, providing a more agile, personalized and effective service, thus seeing a close relationship between the dimensions of the chatbot with the satisfaction and loyalty perceived in consumers. In a world where these variables are key to business survival, chatbots represent an opportunity to create exceptional experiences. Uncover how cutting-edge AI chatbots are revolutionising customer satisfaction and loyalty in the competitive telephone service industry, offering transformative, personalised, and efficient interactions.

Service Competition in Two-Tier Healthcare Markets with Heterogeneous Patients Balking

Recently, public and private providers within the two-tier healthcare market engage in a fierce competition for patients, which is significantly influenced by patients’ multifaceted sensitivities to delays and payments, particularly when patients’ potential balking is considered. However, existing literature studying the two-tier healthcare market often presupposes patients as homogeneous or one-dimensionally heterogeneous, and neglects their balking behavior. In stark contrast, this paper delves into the combined effects of patients’ delay- and payment-sensitive heterogeneities, alongside their joining and balking decisions, on the service competition dynamics within the two-tier healthcare market. Leveraging a game-theoretic framework, we initially derive subgame equilibria, both inclusive and exclusive of patient balking, uncovering that patient balking can lead to a subgame perfect Nash equilibrium in the presence of two-dimensional patient heterogeneity. Intriguingly, our findings further suggest that the non-profit public provider may, counterintuitively, curtail its service capacity despite budgetary adequacy, contradicting the conventional assumption that such providers would fully allocate funds towards patient care. Ultimately, from a patient welfare standpoint, we find heightened payment heterogeneity discrimination proves detrimental to patients, whereas increased differentiation in delay heterogeneity benefits them. This revelation underscores a pressing social issue inherent in the two-tier healthcare market model: It has the potential to exacerbate healthcare disparities rooted in economic inequalities within the population.

Detection of reproductive interference between closely related Salvia species with small-scale separated distributions by multifaceted pollination and molecular analyses.

Reproductive interference, an interspecific interaction in reproductive process that exerts an adverse effect, has gained attention as a contributing factor in promoting exclusive distributions between closely related species. However, detailed studies on the possibility of reproductive interference between native plants are still lacking, presumably because strong reproductive interference can rapidly realize exclusive distributions, leaving the two species apparently independent. Salvia japonica and S. lutescens are found in separate localities at a small scale, although their distributions overlap at a large scale. We investigated the possibility of reproductive interference between them through field surveys, hand-pollination experiments, evaluation of hybrid fertility, cpDNA and nrDNA genotyping, and genome-wide DNA analysis. The field survey results did not reveal apparent negative interaction in competition for pollinator services. Mixed pollination with conspecific pollen and counterpart pollen reduced seed set in S. japonica, and hybrid progeny produced by mixed pollination were less than 20% as fertile compared to the pure species. The DNA genotyping results suggested the possibility of hybridization where their distributions overlap, and the genome-wide DNA analysis results showed clear genetic differentiation between the two species as well as the existence of hybrids. These results suggest that bi-directional reproductive interference between S. japonica and S. lutescens may have led to their present separated distributions at a small scale.

Leveraging Natural Ecosystems to Reoptimize Education and Training for Great Power Competition in the Air Force Medical Service.

Organizations today are complex, hyperdimensional, and continuously changing in response to the environment. Over the past decade, the Military Health System has seen continuous organizational change to transform healthcare delivery, and the Air Force Medical Service (AFMS) is currently transitioning to an Air Force Medical Command (AFMEDCOM) structure to best prepare for Great Power Competition and other challenges ahead. The current state of the enterprise involves decision making, resourcing, and execution of education and training that is largely decentralized in nature. To support these efforts, in February 2024, a team of diverse AFMS stakeholders gathered in Washington, D.C. to examine the future of medical education and training for the U.S. Air Force in a new way: through systems theory and ecosystem mapping. This ecosystem approach enables development of an organizational structure and process for change that considers how all stakeholders relate, what external factors threaten the desired transformation, and how the resulting enterprise could become more resilient with future uncertainty and change. This paper discusses the theory behind the ecosystem approach and how it was used to develop a transformed model for the AFMS to organize its education and training. Additionally, a dialogue is presented on how this unique methodology to understanding stakeholder relationships can be leveraged in the re-optimization efforts for Great Power Competition.

Legal and admisnitrative-management conditions of the operation of polish spa resorts

The article shows that the spa, as a territorial part of the municipality, determines the status of the municipality, its leading spa function, to which most of the important matters are necessarily subordinated. This applies, for example, to land use plans, development plans, environmental protection, construction, business development of the entire municipality, not just the part on which the resort is located. The aim of the work is to try to answer the question of what legal, administrative and organizational solutions will stimulate the effective functioning and development of Polish spas, under conditions of strong competition in the European market for tourism and spa services. An additional objective of the study is to identify the factors stimulating competitiveness and quality of tourism and spa services of customers of Polish spas. The evaluation of laundry and economic-administrative solutions was limited to the assessment of economic instruments and legal regulations found in national and EU government documents, directives and legal acts. The evaluation of current and projected solutions and changes in legal regulations takes into account the short and long term.

The effect of intellectual property rights on firm performance in service firms: the role of process and organizational innovation

PurposeThis paper aims to examine the effects of intellectual property rights (IPRs) on firm performance, considering the mediating effect of process innovation and the moderating effect of organizational innovation. Additionally, this study investigates both the direct and indirect effects of IPRs on firm performance.Design/methodology/approachWe employed partial least squares structural equation modeling (PLS-SEM) to examine proposed hypotheses. Our analysis attempted to analyze 3,750 Korean firms sourced from the Science and Technology Policy Research Institute (STEPI).FindingsProcess innovation mediates the relationship between IPRs and firm performance, and organizational innovation moderates the relationship between IPRs and process innovation. As a result, process and organizational innovation positively and indirectly affect firms’ financial performance. Also, IPRs can be regarded as a crucial resource for service firms, contributing to enhancing their performance.Research limitations/implicationsThe results of this study imply that IPRs can act as valuable intellectual resources for firms, improving financial performance. The mediating role of process innovation in the relationship between IPRs and firm performance highlights the significance of process innovation as a principal resource applicable to both the service and the manufacturing industries. Additionally, this study reveals that organizational innovation plays a vital role in determining firm performance by moderating the relationship between IPRs and process innovation. For the limitation of this study, it is important to acknowledge that the research primarily focuses on examining firms’ internal resources, while innovation activities can be significantly influenced by external knowledge resources as well. To address this limitation, future research should consider integrating the influence of external knowledge resources to provide a more well-rounded perspective on the relationship between IPRs, innovation, and firm performance.Practical implicationsThis study holds two significant practical implications. First, from a corporate management perspective, service firms can improve their financial performance by developing or improving process innovations. This underscores the importance of investing in and fostering process innovation within an organization to achieve better financial outcomes. Second, from the corporate managers’ perspective, organizational innovation is crucial in improving firm performance, particularly when combined with IPRs and process innovation. This suggests that a holistic approach to innovation, encompassing both organizational and process-oriented initiatives, can lead to more substantial positive effects on firm performance. Finally, managers should proactively manage and regulate IPRs at various organizational levels, especially in the rapidly evolving digital landscape. By safeguarding and strategically leveraging their IPRs, companies can position themselves advantageously and capitalize on the opportunities presented in the digital realm.Originality/valueThis study shows that firm innovations can dynamically shape the relationship between IPRs and firms’ performance. This highlights the significant potential for firms to leverage their intellectual resources strategically to create novel and competitive products or services. Adopting a resource-based view, this study suggests that firms can enhance their competitive advantage and overall performance by effectively utilizing and collaborating with IPRs and innovations.

Service Quality as a Catalyst for Competitive Advantage and Business Performance in Hotel Industry: An Empirical Analysis by PLS-SEM Algorithm

This study investigates the vital role of service quality in the hotel industry, focusing on its impact on business performance and competitive advantages. Utilizing cross-sectional survey responses from hotel employees, we employed partial least squares structural equation modelling to analyze the relationships between service quality, competitive advantage, and business performance. Results highlight the pivotal role of quality in enhancing competitive advantages and operational efficiency in the hotel sector. The findings underscore the significant influence of service quality on both competitive advantage and overall business performance in the tourism service sector, leading to positive outcomes such as improved tourist experiences, economic growth, and an enhanced destination image. Additionally, the study emphasizes the importance of competitive advantage, service quality, and innovation in driving business performance, with direct implications for pricing strategies and service quality in the hotel industry.

Analyzing Nintendo's Marketing Strategy and Competing Situation

With the development of computer technology and the Internet, the game industry has become a huge, diversified and evolving global industry. Nintendo was a famous Japanese gaming and entertainment company founded in 1889. Nintendo has been a major player in the gaming industry for several decades, creating many iconic games and consoles. However, Nintendo faces challenges from competition, technological change, game content, global markets, and web services. Nintendo's total management decline in recent years, in Nintendo's main business, host accounted for a large part of revenue, host games accounted for more than a quarter of the game market is still in decline. In this case, the gaming market is rapidly expanding, mobile games and host for the same consumption scenarios, and mobile games have more obvious advantages. Research and data also show that the penetration of the mobile game is significantly better than the host. Therefore, in view of this problem, this paper uses the 4P model and the five-force model to study and analyze Nintendo's marketing strategy and its product problems. The final conclusion is to vigorously promote the core concept of Nintendo: home entertainment, broaden and continuously develop IP and optimize the product.

TOURISM APERTURE IN ENSURING BUSINESS COMPETITIVENESS IN THE REGIONAL ECONOMY IN THE MOBILIZATION FORMAT OF CHANGES

The issues of tourism development in regional entities in the context of business adaptation to the requirements of the mobilization economy are considered. Tourism is endowed with the property of a driver of economic, social and cultural development of territories. The object of the study is the tourism sector as a key link in the image education system of the region. The purpose of the study is to develop a model for managing the competitiveness of tourism services in the context of mobilization changes on a marketing and communication platform that implements new requirements for digitalization and intellectualization of innovative transformations. It is proposed to activate the communication multiplier and use human capital more effectively in the course of marketing adaptation of subjects to the action of multidirectional factors of the external and internal contours of the local socio-­economic system. The research is based on the use of a systematic approach to understanding the essence of adaptive potential in relation to the mobilization stage of the transformation of the tourism sector of the Russian economy. Categorical analysis was applied in the development of a new conceptual framework in the field of tourism business. The method of expert assessments was used to determine the impact of various factors on the development of the tourism sector, as well as a modeling method to improve the competitiveness management of the business forming it. A model for managing the competitiveness of tourism services in the context of the mobilization orientation of the economy is proposed, which allows creating a “window of opportunity” for the sustainable functioning and development of the tourism sector at the level of the regional economy within the framework of the strategy formed by it to keep business competitive positions. The results obtained correlate the effectiveness of business development with the marketing and behavioral adaptation of subjects with the expansion of the action of the communication multiplier.

Mediating Effects in The Structural Equation Model of Malaysian Public Service Competitiveness

These days, public service performance is determined by competitiveness. Due to a prolonged period of stagnation, Malaysia's competitive performance is at a critical level. The public service is therefore under pressure to demonstrate that all policies and programs are highly valued. This study aims to determine the primary variables influencing the ability of Malaysia's public services to compete. Data were acquired through surveys completed by 373 respondents from 26 ministries. The relationships between talent management, human capital, and competitiveness were analysed using structural equation modelling. The results indicate a significant and positive relationship between talent management and competitiveness, with human capital serving as a significant partial mediator. This study highlights the direct importance of talent management for public services competitiveness and its indirect impact through human capital. These insights can assist policymakers in developing a strategic framework to keep the Malaysian public service competitive.