An extensive structural model for supply chain quality management and firm performance

Purpose: This study was carried out to create a research model investigating the impact of supply chain quality management (SCQM) practices on firm performance. Design/methodology/approach: Based on a comprehensive literature review, the practices were suggested. These SCQM practices will be analyzed and categorized into 4 dimensions: upstream (supplier assessment, supplier quality management), downstream sides of a supply chain (customer focus), internal process (product/service design, process management and logistics) and support practices (top management support, human resource management, information and supply chain integration). The measurement instrument of firm performance was developed including three aspects: operational performance, customer satisfaction and financial performance. Findings: A conceptual framework and a structural model were proposed as well as the development of hypotheses on the paths. Research limitations/implications: It is necessary to test the rationality of this model by empirical studies in different contexts. Originality/value: The research considers integration of quality and supply chain management still remains limited in the literature. Therefore, it is necessary to have a more focused approach in assessing quality management issues within the internal and external supply chain contexts. This study concentrates on the practices which improve quality aspects of supply chain, known as SCQM practices. Proposed structural model in this paper not only fills the voids in the literature but contributes a parsimonious conceptual framework for theory building in SCQM and firm performance. It also expects to offer a useful guidance for measuring and implementing SCQM practices as well as facilitate further studies in this field

The Impact of Customer Relationship Management on Caller Satisfactions in Customer Contact Centers: Evidence from Malaysia

Available literatures have established customer relationship management (CRM) as giving opportunity to both internal and external customers of an organization in exploring critical information through the integration of company’s telephone system, chat groups, Interactive voice response, facsimile transmission, electronic data interchange, voice over internet, web sites and e-mail touch points that will result in satisfying customer self services for new product purchases, assist in up-selling and cross selling and creating customer loyalty, value and profitability. Despite the enormous increasing acknowledgement of CRM importance, very little studies have focused on the impact of CRM applications on inbound customer contact center performance. This empirical research explored the relationship between CRM dimensions, first call resolutions, perceived service quality and caller satisfactions within the inbound call centers. A conceptual framework was developed based on the extant literatures and information that were obtained from initial interviews with call center managers. The research model incorporated key CRM constructs; customer orientation, CRM organization, knowledge management and technology based CRM and also investigated the impact of these dimensions on first call resolution (FCR), perceived service quality and caller satisfaction. Importantly, FCR and perceived service quality were considered as critical antecedents to caller satisfaction. In this quantitative study, a survey of 168 call center managers in Malaysia was analyzed through structural equation modeling, constituting an overall 43.3% response rate. The research findings indicated that out of the four hypothesized positive relationship between CRM dimensions and caller satisfaction, three were supported. The findings also indicated that first call resolutions have significant influence on caller satisfactions. Key benefits for practitioners and academia was finally discussed under the theoretical and practical implications, while necessary suggestions on new area of research were recommended for future researchers

An empirical assessment of logistics/supply chain management in two Latin American countries

The Bowersox Daugherty (1987) logistics strategy typology (Process Strategy, Market Strategy, and Information Strategy) is an important conceptual framework for studying logistics/supply chain management strategy and its role on logistics/supply chain management outcomes. The purpose of this research is to empirically apply the typology in Peru and compare the findings with the previous research conducted in Guatemala. The three Bowersox/Daugherty dimensions are used to define the construct Overall Logistic Strategy (OLS), and then, the OLS was used to measure Organizational Competitiveness (COMP) through two intervening variables LCE (Logistics Coordination Effectiveness) and CSC (Customer Service Commitment). The results indicate that generally the logistics strategy in Peru is fundamentally similar to Guatemala’s. In other words, the direction of the relationships among the conceptualized constructs tested in the SEM model was significant and explained a sizable variation in COMP in both countries. This provided additional support for the robustness of the structural model in different cultural environments. However, some differences are apparent. First, the importance of the three independent variables and three dependent variables appear to be greater to the Peruvian respondents than Guatemalan respondents. Second, on closer inspection Peruvian logistics data indicates relatively greater emphasis on information, coordination, customer service, and relatively less emphasis on cost efficiency, than Guatemalan managers. Managerial insights and suggestions for future research and discussed

A transition to knowledge-intensive service activities in power industry: A theoretical framework

The current smart energy transition is accompanied by major transformations in the aspects of technology, market, and organization. The intensive adoption of digital technology in energy production, the rapid spread of distributed generation, micro-grids and energy storage and accumulation solutions, and an ever-increasing integration between the energy sector and other critical infrastructure sectors have brought about fundament changes in the relationships between energy companies and the market. This creates a strong demand for versatile support services for these processes. The article makes an attempt to construct a conceptual framework for and to outline the tasks and goals of knowledge-intensive services in the new energy industry. The author provides justification for the key properties of knowledge-intensive services that include adaptability, the capability of self-tuning, a wide use of information and telecommunication technologies, a tendency to use a pro-active approach to systems and process management, and the availability of staff with outstanding qualifications. The author has developed a conceptual model of knowledge-intensive services in the energy sector that makes it possible to group the service segments by the dimensions of “energy market optimization and customer relations”, “asset lifecycle management”, “organizational flexibility of energy market agents”. Recommendations are given as to how to develop knowledge-intensive service activities in energy companies, including through the creation of corporate platforms and smart partnerships with universities and science. © 2019 WIT PressACKNOWLEDGEMENT The work was supported by Act 211 of the Government of the Russian Federation, contract № 02.A03.21.0006

Developing a conceptual model for the internal data source to measure customer satisfaction

Traditional CSM approach is performed at certain frequencies. The gap between such events can be termed as a ‘blind period’, because customer satisfaction is left unobserved and unmanaged. The blind period may sometimes accelerate the growth of customer dissatisfaction. One way to eliminate the impact of the blind period is to reduce the gap between CSM events. The initial assessment indicates that conducting CSM more frequently, may weaken the accuracy of measurement, and increase the cost of the programme. The authors believe that the reason behind these limitations is the use of the external data source, collecting data directly from customer, therefore suggests using the internal data source, as an alternative to measure customer satisfaction. The purpose of this paper is to develop a conceptual model for the internal data source to measure customer satisfaction. To achieve this objective, a conceptual model need to be developed based on three determined steps: define the formation of customer satisfaction value, identify the CSM factors and dimensions, and mirror the CSM instruments to identify the internal performance values. The paper indicates that internal data source could provide researchers with an alternative data source to measure customer satisfaction with minimum limitations on frequency of implementation, accuracy and cost

Service quality measurement in the internet context: A proposed model

The survival of any organisation in a highly competitive environment depends on its ability to provide the best service quality to its existing customers as the quality of service is a key factor in the success of any organisation. It is well established that the measurement of service quality is an important procedure for the improvement of the success and performance of any organisation. Facts indicate that more attention is needed toward developing an industry-specific scale for measuring customer service quality within the still-developing sector of Internet-based self-service technologies. The main objectives of this research paper are two-fold; firstly, to review comprehensively previous and contemporary literature on service quality measurement and to discuss the key issues on the development of an industry-specific scale for measuring customer service quality in the specific context of Internet-based self-service technologies, secondly, to propose a conceptual model for service quality perceptions of Internet-based self-service technologies through identifying its key antecedents and consequences. The findings of this study will be significant for both scholars and practitioners in this area as it provides a deep understanding of the way customers evaluate services provided via self-service technologies

The effect of national culture on information flow

The primary purpose of this paper is to test the effect of national culture on service provision within Islamic Insurance(Takaful). This paper seeks to incorporate the following constructs: Power distance, information gap and information flow as an observed variable represented by hierarchical driven information gathering and sharing or functional driven information gathering and sharing. The secondary purpose, is to investigate Hofstede’s claim regarding the homogeneity of Arab culture in which he believes dominated by the religion of Islam. The sample (n=462) were employees of Takaful operators in Kuwait and Egypt, and they completed the questionnaires in a self administrated method. To test the hypotheses, structural equation modelling using Analysis of Moments structure (AMOS) was employed. It was found that there is differences in information flow between Kuwait and Egypt. Kuwait was found low power distance and functional driven information gathering and sharing mediated by low information gap, whereas Egypt was found high power distance provide information in hierarchical driven information gathering and sharing mediated by high information gap. Another finding, was the significant evidence that is not supporting Hofested’s claim of homogeneity of all Arab culture. Result show clearly how two different Arab countries varies in the services they provide within a sector that unique to the Arab cluster. This paper confirms an existing theory that to the best of the researcher knowledge has never been tested which adds to the body of knowledge in general and Takaful industry in particular how national culture may affect service provision. Secondly, it disconfirm Hofstede’s claim of homogeneity of the Arab culture as it evidently proves the cultural differences between Kuwait and Egypt

Determinants of the outcomes of services outsourcing: an empirical study of transport services.

The purpose of our study is to examine whether the design and management of the interfaces and interaction processes between customer and provider in services outsourcing are determinants of the results achieved by the outsourcing company. Following the conceptual framework initiated in the study by Wynstra et al. [11], this study focuses on transport services and hypothesized relationships are tested using the Partial Least Squares (PLS) statistical technique. The primary data used was obtained from a survey in three different countries (Germany, Japan and Spain), and from manufacturing companies in the electronics, automotive and machinery sectors. Among other things, the results show that both the structural dimensions of interaction (the organization's resources that it must commit) and the process dimensions of interaction (that consider the dynamic nature of the relationships), are important for obtaining adequate performance from transport services outsourcing.Spanish National Program of Industrial Design and Production DPI 2009 11148PAIDI Excellence Projects P08-SEJ0384

Understanding the factors that attract travellers to buy tickets online in Saudi Arabia

Despite widespread discussions of online consumer behaviour and the effect of web quality on online user’s actions, there is still a lack of research in the area of consumer attitude towards the services provided by airline companies due to the specific nature of travellers. – being using the internet for different motivations and buying specific kind of product (e-tickets). This study aims to measure consumers’ electronic satisfaction and intention to purchase tickets from Airlines websites. The results provide better understanding on the factors that attract travellers to adopt the most cost effective distribution channel for Airlines (own website) for ticketing needs. To obtain the study objective, a conceptual framework is developed based on literature pertaining to e-consumer behaviour, web quality, and travel and tourism streams. A detective quantitative methodology was chosen to examine the constructs and the relations within the framework. An online survey targeting actual airline online users (travellers) in the Kingdom of Saudi Arabia is suggested with items covering 9 constructs: Information Quality (IQ), System Quality (SQ), Perceived usefulness (PU), Perceived ease of use (PEOU),e-Trust (ET), Airline reputation (AR), Price Perception (PP), e-Satisfaction (ES), and Intention to Purchase (IP). Findings would help decision makers within airline companies to understand their customers’ online behaviour and enable enhancements and modifications to be made to their airline storefront, hence ensuring the satisfaction of potential customers and conversion of visitors into buyers

A conceptual model for global multi-channel customer management

Previous Global CRM research has recommended that scholars reassess all of CRM systems in global environment (Ward 2005; Ramaseshan et al., 2006). Channel management is one CRM systems component much influenced by the behaviour of customers in relation to the implementation and use of channel management CRM component. The consumers’ behaviours, preferences, perceptions and expectations are crucial for the implementation and use of channel management. Customers’ contact with the organization’s multi-channels can occur at several touch points through out customer lifecycle. Customers’ behaviours may be differentiated according to the individual or micro level, but it might also differ at an ecological or macro level of analysis. A conceptual model has been developed to analyze customers’ behaviours at a macro level and customers channel choices, through out the customer lifecycle