Service Industry Research Articles

Consumer Attention to a Coffee Brewing Robot: An Eye‐Tracking Study

ABSTRACTDuring the COVID‐19, robots were increasingly utilized in the food service industry. This study compared perceptions of robot and human baristas by tracking participants' eye‐gaze behavior. Seventy participants viewed videos and images of both baristas, and their eye movements were tracked. Metrics such as entry time, dwell time, total fixation, hit ratio, revisits, revisitors, average fixation, first fixation, and fixation count in defined areas of interest (AOIs) were measured. Participants focused mostly on robot's body during coffee preparation and human barista's face. Attention stayed on the coffee with human baristas, while robot stimuli drew focus to the robot's hand and kettle. Participants fixated more on the robot itself, potentially due to its novelty in coffee preparation. This study can provide directions for the development of robots, including their appearance, so that they could be accepted familiarly by consumers and introduced seamlessly in the food industries.

Retire or get retired: Stocks, memes, and desperation capitalism on r/WallStreetBets

There is growing discontent with the financial services industry. The roots of these feelings are old but have expanded during the 2008 financial crisis and were enhanced by the COVID-19 pandemic and its associated cost of living crisis. This has given rise to the concept of “desperation capitalism”, where individuals are resorting to high-risk measures to try to achieve economic security. This research paper presents new insights into desperation capitalism and its participants through an exploratory case study of the r/WallStreetBets community on Reddit. The case study asks: how does social media impact the behaviour of retail investors? Drawing on multiple sources of primary and secondary empirical evidence, the paper makes two core contributions. First, the paper offers an initial conceptualization and model for understanding the phenomenon of “desperation capitalism”. Second, the paper demonstrates how the decision-making processes of retail investors can be influenced by social media.

Powering reputation: Employee communication as the key to boosting resilience and growth in the U.S. Service Industry

The U.S. service industry, a critical pillar of the national economy, faces unprecedented challenges in maintaining resilience and achieving sustainable growth in a rapidly changing market. This review article argues that the key to overcoming these challenges lies in strategic employee communication, positioning it as a vital driver of organizational reputation and, consequently, economic resilience and growth. By examining a broad range of literature, this review highlights the transformative power of internal communication in shaping an organization's public image and fostering a culture of trust, engagement, and loyalty among employees. The article dissects the role of employee communication in empowering workers to act as brand ambassadors, whose interactions with external stakeholders can significantly enhance corporate reputation. It underscores how transparent, consistent, and well-crafted communication initiatives can align employees with organizational goals, creating a unified workforce that is both resilient and adaptable in the face of economic fluctuations. This alignment not only strengthens the internal fabric of the organization but also translates into a stronger, more credible public image, which is crucial for sustaining growth in a competitive and often volatile service sector. Moreover, the review explores the ripple effects of effective communication on organizational resilience. It details how companies that prioritize open and strategic communication are better equipped to navigate crises, retain top talent, and innovate in response to market changes. In this context, employee communication is not merely a tool for internal cohesion but a strategic asset that directly influences a company's ability to thrive in the U.S. service industry. The article concludes by emphasizing the imperative for service industry leaders to recognize and harness the potential of employee communication as a lever for boosting reputation and, ultimately, economic resilience and growth. As the service industry continues to evolve, those organizations that master the art of internal communication will be best positioned to lead, innovate, and succeed in an increasingly competitive marketplace. This review positions employee communication not just as an operational necessity, but as the cornerstone of a resilient and growth-oriented organizational strategy in the U.S. service industry.

Customer Behaviour towards Online Travel Agency (OTA) Services in the Hotel Industry: A Case Study in Doha, Qatar

This research investigates customer behaviour towards online travel agency (OTA) services in the hotel industry using a quantitative design and correlation research method with 139 tourists in Doha, Qatar. 95% response rate is collected and analysed using SPSS software. The results show that service quality, perceived value, and brand loyalty significantly affect customer satisfaction, while customer expectation does not. However, the study finds that customer satisfaction significantly influences customer behaviour toward OTA services in the hotel industry. The study provides practical insights for hotel managers and OTA services to enhance customer experiences by identifying the key factors that drive customer behaviour. Moreover, it contributes to the existing literature on customer behaviour towards OTA services in the hotel industry by identifying the crucial factors that influence customer behaviour.

RELATIONSHIP BETWEEN LOGISTICS SECTOR AND ECONOMIC GROWTH IN ASEAN COUNTRIES

In the modern economics, any manufacturing companies have increasingly relied on professional logistics firms, leading to rapid growth in the logistics sector as a service industry and its significant contribution to economic development. With increasing globalization and competition, countries have focused on enhancing their logistics systems to ensure stable economic growth and strengthen global trade competitiveness. In the ASEAN region, logistics plays a critical role, facilitating cross-border trade and regional connectivity. This study aims to investigate the relationship between the logistics sector, specifically air freight transportation, and economic growth in ASEAN countries, given the sector's central role in supporting supply chain management and trade activities. The primary objective of this study is to determine whether there is a causal relationship between air freight transportation (AFT), a key logistics activity, and gross domestic product (GDP) growth in six ASEAN countries. The study seeks to provide insights into how investment in logistics infrastructure, particularly in air freight, may influence economic growth in the region. The study uses panel data for six ASEAN countries from 1996 to 2021. Data on GDP growth and air freight transportation were sourced from the World Bank’s World Development Indicators database. A series of statistical tests, including the Cross-Sectional Augmented Dickey Fuller (CADF) test, Pesaran’s slope homogeneity test, and the Bootstrap Granger causality test, were performed to examine cross-sectional dependence and the causal relationship between GDP growth and air freight transportation. Descriptive statistics revealed significant disparities in air freight transportation capacity among the countries studied, with Indonesia and Thailand showing substantial air freight volumes compared to the Philippines. However, the results of the panel causality tests, including the Dumitrescu and Hurlin panel causality test, indicate that no causal relationship exists between air freight transportation and GDP growth in the six ASEAN countries.

Entrepreneurship, Government Support and Regulatory Improvement in the Service Industry: Focusing on the Intellectual Property Service

Entrepreneurship, Government Support and Regulatory Improvement in the Service Industry: Focusing on the Intellectual Property Service

The Influence of Service Quality and Trust on Customer Satisfaction in Catering Mbak Daeng Alauddin Tangerang District

Service quality and trust are two major factors determining customer satisfaction, especially in service industries such as catering. Understanding the influence of these two factors is important to improve competitiveness and maintain customer loyalty. This study aims to determine the influence of service quality and trust on partial or simultaneous consumer satisfaction in catering Mbak Daeng Alauddin, Tangerang Regency. The research methods used are descriptive and associative. The population in this study is 350 consumers. The sampling technique with the probability sampling method is proportionate stratified random sampling using the 10% Slovin formula. The sample was obtained as many as 78 respondents. The data analysis method used is multiple regression analysis. The results of the study partially show that the quality of service has a positive and significant effect on customer satisfaction, which can be concluded from the t-count value > t-table (8.932 > 1.99167), the trust has a positive and significant effect on consumer satisfaction, it can be concluded that the t-count value > t-table (6.668 > 1.99167), by simultaneously showing that service quality and trust simultaneously have a positive and significant effect on customer satisfaction can be It was concluded that the value of F-calculated > F-table (48.663 > 2.37).

Business intelligence solution implementation challenges: A comparative analysis of service based start-ups, small & medium and large enterprises

The term Business Intelligence (BI), first used in 1989 to describe an umbrella concept by Howard Dressner involving methods for improving business decision-making based on facts. It gradually evolved into data-driven decision support systems (DSS) in the contemporary era of technology, replacing terms like executive information systems. BI Solution works as a combination system of collection and storage of data to generate 'actionable information and knowledge at the right time, in the right location, and in the right form. Currently, BI solutions act as a priority for chief information officers (CIO), as a Gartner survey reported, to enhance business effectiveness and innovation by generating quality information of the company and using it in the decision-making process. Over the last few decades, business data volumes have increased tremendously due to the rise of business information systems such as ERP, CRM, etc. International Data Corporation (IDC) highlighted in the 6th annual study that the digital universe comprising structured and unstructured data will grow 300 times to 40,000 exabytes from 130 exabytes by 2020. The size of data will double every two years from 2012 onwards. India has witnessed the increased implementation of business intelligence solutions in the past decade, especially in the service industry, comprising retail, healthcare, BFSI, and IT organizations, to enhance their business practices & procedures and achieve competitive advantage. The present research aims to do a comparative study of business intelligence solution implementation challenges among service industry start-ups, small & medium, and large enterprises.

Evaluating the Impact of Network Latency on user Experience in Telecommunication Industries in Ghana

It is evident that the telecommunications industry in Accra, Ghana, has experienced significant growth, aligning with the influx in mobile devices and internet usage. However, the widespread issue of network latency tends to jeopardize and obstruct the overall user experience. This project focuses on assessing the impact of network latency on user experience in telecommunications industries in Accra, Ghana. The aim of this research was to investigate the causes and effects of network latency on user experience and also, evaluate strategies adopted by telecommunications industries to tackle network latency challenges to aid in the improvement of services in the telecommunications industries in Accra, Ghana. The study employs both qualitative and quantitative methods to conduct a survey where data on user experience and network latency statistics, alongside, interviews with industry experts were acquired. By employing descriptive and inferential statistics, including regression analysis, the study used textual analysis to gain insight from the industry experts. The expected outcome is a comprehensive report that will spotlight the underlying causes, examine the impacts and suggest remedial measures, resulting in implementable steps for enhancement in telecommunications industries. The significance of this project is found in making contribution to the intellectual resource surrounding network latency and its effects on user experience in telecommunications industries in Accra, Ghana. The findings impart understanding to telecommunications industries in Accra, Ghana, facilitating their ability to enhance overall network performance and user experience. In summary, the study pledges a beneficial influence on users, establishing an atmosphere where telecommunications industries in Accra, Ghana provide an ideal and satisfying experiences.

Exploration of the Upgrading Path of China's Gas Meter Industry in the Digital Economy Era

Gas supply is a fundamental public good that affects millions of households. The online hot search event in April 2024 regarding the "fast running" of gas meters in multiple cities such as Chongqing and Chengdu indicates that there is still a long way to go in improving the quality and upgrading of the gas service industry and gas meter manufacturing industry. Based on the background of the digital economy era, this paper analyzes the role of gas meter manufacturers in the multilateral market of the smart gas management platform and the role of the gas meter industry value chain, explores the basic path and countermeasures for the upgrading of the gas meter industry, with a view to providing valuable reference for the digital transformation of the traditional gas meter industry in the industrial Internet era.

An Empirical Analysis of E-Takaful Participation Readiness (ETPR) Among Individuals in Malaysia

Increased digitalization is one of the tailwinds expected to impact the Islamic Financial Services Industry (IFSI), including the takaful industry, which is growing at up to 5.2% globally. Despite the increasing penetration of digital technologies, the participation rate in online takaful remains disproportionately low. Hence, a call for a digital platform is seen as vital in the current economic situation to further reach out. This research suggests an integrated model of e-takaful participation readiness (ETPR) and empirically tests the model. Furthermore, this study opts for primary data via a structured online survey adapted from previous studies using a purposive sampling technique. Partial Least Square - Structural Equation Modelling (PLS-SEM) is the main statistical technique used in this study. Based on the perspective of user acceptance of information technology, the current research significantly expands on factors influencing e-takaful participation readiness among 395 individuals such as religiosity, attitude, and takaful literacy. Past studies have visited the topic of e-banking readiness, but limited studies focused on its relation to the e-takaful area. This study is a pioneer in examining consumer participation readiness toward e-takaful services particularly during the digital shifting process due to pandemic. The results supported the measurement model's prediction that each research measure's reliability and validity requirements were met. All the proposed hypotheses were found to be significant and accepted. The findings of this study suggest takaful operators in Malaysia to critically devise their new penetration strategies and focus on giving extra value to induce takaful literacy and make room for improvement in product penetration to the target segments by understanding the factors contributing to this phenomenon. This is crucial for policymakers, takaful operators, and other industry stakeholders to develop strategies that encourage greater adoption of online participation.

Interplay between Innovation Ambidexterity and Business Performance in the Indonesian Professional Services Industry

Interplay between Innovation Ambidexterity and Business Performance in the Indonesian Professional Services Industry

Contribution of the Telecommunications Industry to Sustainable Development Goals within the Framework of SASB General Issue Categories: The Case of a Telecommunications Company

Sustainable development is an important issue that shapes the future of our planet by addressing economic, social and environmental factors. The United Nations (UN) has set 17 Sustainable Development Goals (SDGs) to ensure sustainable development, the success of which depends on global cooperation and joint efforts. The SDGs set out the environmental, social and economic sustainability issues to be achieved by 2030. Private sector efforts have an important role in achieving these goals. As a result of social responsibility and stakeholder demands, companies share their sustainability activities and the SDGs to which these activities contribute through reports. Telecommunications companies also have the potential to play a key role in achieving many SDGs through the innovative, accessible and inclusive digital infrastructure systems they provide. This study’s goal is to reveal the impact of the telecommunications industry on the SDGs through the Sustainability Accounting Standards Board's (SASB) General Issue Categories (GIC). In this context, a methodological framework developed by SASB to identify important sustainability issues across sectors and industries matched SDGs with 26 general sustainability issues. In this framework, SDG impact indices were calculated for the technology and communication sector, which includes the telecommunications industry, and for a telecommunications company operating in Turkey, and SDG impact at the sector, industry and company level was tried to be revealed. According to the calculations, it was concluded that the goal known as SDG 9, which was established to establish strong infrastructures, support sustainable industrialization and strengthen and expand innovation, has an impact score of 37.50% for the telecommunication services industry, 31.25% for the technology&communication sector and 31.25% for the sample telecommunication company. SDG 9 has the highest impact score in telecommunications compared to other SDGs.

Exploring fintech innovations and their potential to transform the future of financial services and banking

This paper reviews the transformative potential of fintech innovations in reshaping the future of financial services and banking. The study critically examines how emerging technologies such as blockchain, artificial intelligence (AI), machine learning, and digital payment systems are disrupting traditional financial models and creating new opportunities for financial inclusion, operational efficiency, and enhanced customer experience. Through an extensive review of existing literature and industry reports, the paper identifies key trends and innovations within the fintech sector that are poised to redefine the banking landscape. The findings reveal that fintech innovations are significantly influencing customer expectations, regulatory dynamics, and competitive pressures in the financial industry. These technologies are driving the development of personalized financial products and services that cater to a broader demographic, including the underbanked and unbanked populations. The paper also discusses the challenges faced by traditional financial institutions in adapting to these changes, particularly the need for technological agility, regulatory adaptation, and the cultivation of consumer trust in digital platforms. The review underscores that fintech innovations have the potential to revolutionize the financial services industry, paving the way for a more inclusive, efficient, and customer-centric financial ecosystem. However, the successful integration of these technologies will require careful navigation of the associated regulatory, technological, and ethical challenges.

Navigating digital transformation in financial services: Strategic management: concepts and cases for sustainable growth and innovation

The financial services industry is undergoing a profound digital transformation, driven by technological advancements, evolving consumer expectations, and regulatory changes. This paper explores the strategic management concepts and frameworks essential for navigating this complex landscape. By examining real-world cases of successful digital initiatives, the study highlights best practices in fostering innovation, enhancing customer engagement, and achieving sustainable growth. Key themes include the integration of emerging technologies, such as artificial intelligence and blockchain, into traditional financial practices, and the importance of agile organizational structures that support continuous improvement. Additionally, the paper discusses the role of leadership in driving cultural change and aligning digital strategies with overarching business objectives. Ultimately, this research provides valuable insights for financial institutions seeking to leverage digital transformation as a catalyst for competitive advantage and long-term success.

Artful Instruction: Refining TVET Pedagogy on Food Safety Requirements

Food safety is a critical issue in the culinary industry, and culinary students as a Technical and Vocational Education and Training (TVET) practitioners must understand the importance ofadhering to food safety requirements. However, there are several challenges in ensuring students' perceptions of conformity to food safety requirements are accurate and effective. These issues include the complexity of food safety regulations, the varyinglevels of understanding among students, and the limited resources available to culinary programs to provide comprehensive training. This study explores vocational culinary students' perceptions of conformity to food safety requirements. The research employs quantitative design research, using surveys to collect data from 120 students enrolled in culinary programs at vocational schools in Johor, Malaysia. The study aims to understand how students view their adherence to food safety protocols and how their training and education shape their perceptions. This study is structured as a survey employing a distribution of questionnaires to find culinary students in Johor, Malaysia views compliance with food safety requirements in terms of food safety training, food safety rules, food safety standards, and license compliance with food safety standards. Statistical Package for Social Science (SPSS) version 26.0 was used to compute the survey responses' mean value, standard deviation, and frequency. All of the responses to the research questions got a high mean score. The results reveal that most students understand food safety practices well, but there needs to be more knowledge and implementation of some critical protocols. Furthermore, the study revealed that vocational students' general perceptions of food safety laws regarding food safety rules had the highest mean value, indicating that this is the most influential factor in persuading how culinary students in Johor, Malaysia perceive compliance with food safety standards. These findings have implications for culinary education programs and the food service industry, suggesting that more attention should be paid to providing students with comprehensive training in food safety practices to ensure safe and healthy food preparation.

Modeling the Relationship Between Employee Conflict, Work Stress, and Turnover Intention in the Food-Service Industry

The fast-paced and demanding food service industry faces challenges like employee conflict, workplace stress, and high turnover intentions, which impact both employee well-being and business performance. This study examines the causal relationships among employee conflict, work stress, and turnover intention using Partial Least Squares Structural Equation Modeling (PLS-SEM). A sample of 237 food service restaurant workers from Pampanga, Philippines, was selected via purposive sampling. Data were collected using a survey instrument with rating scales. The study evaluated the model’s fit, internal reliability, and construct validity using confirmatory factor analysis. Path analysis revealed a moderate fit of the model to the data, indicating acceptable reliability and validity. Findings showed a direct positive effect of employee conflict on turnover intention, with work stress having an indirect influence. Recommendations include the following: implementing conflict resolution and stress management programs, improving communication, offering flexible work hours, task management, employee assistance programs, rewards, and career advancement opportunities. Due to geographical limitations, future studies should also employ qualitative or mixed methods and longitudinal designs to examine these effects over time.

The Impact of Tax Incentives on the Growth of Small and Medium-Sized Enterprises: A Comparative Study Based on Industry

Tax incentive policies have been widely used as a crucial tool to promote the development of Small and Medium-sized Enterprises (SMEs), but their effectiveness varies across different industries and policy types. This study utilizes a comprehensive panel dataset from 2015 to 2023 to investigate the impact of Value-Added Tax (VAT) and income tax incentives on the growth of SMEs in China. Through fixed effects model analysis, we find that both VAT and income tax incentives significantly enhance SMEs' sales revenue and total asset growth. However, the magnitude of these effects differs substantially across industries, with high-tech and information technology service industries benefiting the most. Our industry comparison analysis reveals that the effectiveness of tax incentives is closely related to industry-specific characteristics, such as research and development (R&D) intensity and capital requirements. These findings provide key empirical evidence for optimizing SME tax policies and suggest that a more nuanced, industry-specific approach to tax incentives is needed. This study not only contributes to the literature on SME growth and tax policy effectiveness but also offers important insights for policymakers to refine SME support systems in the context of rapid technological change and economic transformation.

A Study on the Scope of Personal Protection Services in the Security Services Industry Act from the Criminal Perspective

A Study on the Scope of Personal Protection Services in the Security Services Industry Act from the Criminal Perspective

MANAGING INDONESIAN DATA BREACH NOTIFICATION IN THE FINANCIAL SERVICES SECTOR: A CASE FOR ONE-STOP NOTIFICATION MODEL

As a business of trust, the banking and financial services industry must protect its reputation to ensure consumer’s confidence. However, recent adoption of emerging internet communication technologies (ICT) have introduced new risks and challenges, such as safeguarding systems from cyberattacks and protecting consumer’s personal data. Cyberattacks, especially ransomware have shed new light on the importance of privacy and security throughout the banking and financial industry’s digitization efforts. Any organisation affected by cybersecurity attacks must face a twofold legal question. First, whether or not there has been a violation of the legal security requirements? Second, is to determine whether the attack triggers Data Breach Notification to the Data Protection Authority and/or Data Owners. This paper examines the complexity of maintaining security obligations under Indonesian Law (UU ITE, UU PDP, RPP PDP, and other relevant regulations) while also highlighting the common challenges in steering Data Breach Notification, with an enhanced perspective of the European General Data Protection Regulation (EU GDPR) practices. To address the challenges of patchwork data breach notification requirements in Indonesia, this paper proposes a proactive approach by Indonesia’s future Personal Data Protection Authority in creating a one-stop notification model to enable effective data breach incident management and notification.