JournalTOCs

International Journal of Services Sciences
Number of Followers: 0

Hybrid journal (It can contain Open Access articles)
ISSN (Print) 1753-1446 - ISSN (Online) 1753-1454
Published by Inderscience Publishers

[451 journals]

From service culture to customer behavioural loyalty: an organising
framework for service-dominant orientation
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  Authors: Ritika Bhatia, Anil K. Bhat
  Pages: 45 - 57
  Abstract: A service-dominant (SD) logic is a new emerging marketing theory that aims at involving customers in the value creation process to co-create unique value with them. While the literature focused on the development of a theory for SD logic and the organisation's strategic capabilities to implement SD logic, less is known about the culture an organisation should possess to enhance its strategic capabilities to co-create value with the customers. In this article, the authors propose an organised framework that will help any organisation to enact SD logic effectively. In particular, the authors identify the organisation's service culture as one of the necessary components for co-creating value with the customers and suggest seven key antecedents of service culture. Additionally, the proposed framework incorporates both the objective measure - customer behavioural loyalty and subjective measure - perceived co-creation value to measure the performance outcome.
  Keywords: service culture; SD orientation; SD logic; behavioural loyalty; value co-creation
  Citation: International Journal of Services Sciences, Vol. 7, No. 2 (2020) pp. 45 - 57
  PubDate: 2021-02-23T23:20:50-05:00
  DOI: 10.1504/IJSSCI.2020.113188
  Issue No: Vol. 7, No. 2 (2021)
Improving Industry 4.0 through service science
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  Authors: Agostinho Da Silva, Andreia DionÃsio, LuÃs Coelho
  Pages: 58 - 80
  Abstract: Improving Industry 4.0 is a hot topic, once in a global study about that concept adoption, conducted by PWC (2016), 72% of the companies expected to be fully operating in Industry 4.0 mode in 2020. This research aims to conceptualise a theoretical methodology to compute value given to concerns of main stakeholders involved and assess the innovation outcomes throughout the service process when the operations shift to Industry 4.0. The literature review showed that service science (S-S) is an inter-disciplinary scientific field that combines organisation with technological knowledge, with a view into categorising, innovating and creating value for service-systems. As a conclusion, operationalising stakeholders' concerns into key concern indicators (KCI) has been developed in a conceptual and theoretical methodology supported by service science theory to compute value, given the concerns of multiple stakeholders involved in the interactions.
  Keywords: service science; Industry 4.0; internet of things; IoT; cyber-physical systems; CPSs; key concern indicators; KCI
  Citation: International Journal of Services Sciences, Vol. 7, No. 2 (2020) pp. 58 - 80
  PubDate: 2021-02-23T23:20:50-05:00
  DOI: 10.1504/IJSSCI.2020.113189
  Issue No: Vol. 7, No. 2 (2021)
Methodological research design for Industry 4.0 - a service science
approach
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  Authors: Agostinho Da Silva, Andreia DionÃsio, LuÃs Coelho
  Pages: 81 - 99
  Abstract: The challenge of this research is the conceptualisation, from the service science (S-S) perspective, of the methodological research guidelines for empirical case-studies and frameworks to describe and compare the value creation interactions of stakeholders when they evolve their operations from the current operations mode to Industry 4.0 (I4.0) mode. From the literature review we found some contact points between the pragmatist paradigm, I4.0 and service science theory. This philosophical approach is in line with the pragmatist paradigm, involving inductive and deductive logic and mixed methodology, using quantitative and qualitative approaches. The main goal is to provide a framework to better understand the problems raised from digital transformation, assuming, as much as possible, a posture that reflects social justice, collaborative networks and sustainability as basic principles.
  Keywords: service science; Industry 4.0; I4.0; internet of things; IoT; cyber-physical-systems; CPSs; collaborative networks
  Citation: International Journal of Services Sciences, Vol. 7, No. 2 (2020) pp. 81 - 99
  PubDate: 2021-02-23T23:20:50-05:00
  DOI: 10.1504/IJSSCI.2020.113186
  Issue No: Vol. 7, No. 2 (2021)
Comparative efficiency of California State University system by DEA
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  Authors: Mansik Hur, Michael H. Way
  Pages: 100 - 118
  Abstract: This study evaluates the performance of 23 campuses of California State University (CSU) system, the largest public university system in the USA from a benchmarking perspective. Despite of shared vision and management control under one system, a substantial variability in performance outcomes across campuses has been observed. Using data envelopment analysis, this study appraises the relative efficiency of the 23 campuses by focusing on outcomes such as graduation rates and impacts of graduates on the California economy. The result shows the CSU system was roughly 79% efficient compared to the performances of the best practice campuses. It also indicates a significant difference in efficiencies among campuses at different geographical regions. Cross-efficiency analysis confirmed the findings on the overall performance ratings. After identifying benchmarking targets for each inefficient campus, the direction and amount of potential improvement are presented.
  Keywords: performance evaluation; relative efficiency; benchmarking; higher education; data envelopment analysis; DEA; cross-efficiency
  Citation: International Journal of Services Sciences, Vol. 7, No. 2 (2020) pp. 100 - 118
  PubDate: 2021-02-23T23:20:50-05:00
  DOI: 10.1504/IJSSCI.2020.113197
  Issue No: Vol. 7, No. 2 (2021)