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 approa...
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 fra...
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 ...
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 inte...
Purpose: In the current decade there is a conscious need to achieve sustainable business has grown in the world community. How to achieve sustainable products and services is a challenge for managers. This paper carves out the evidence and facts that rank the sustainability indicators as sustainable policy for the future e-tailing. Findings: The research output has the ranking of critical sustainability indicators for e-tailing which could be utilized for deployment to sustain the e-tailing busi...
While open innovation has gained much attention, few studies have examined this perspective in the context of small and medium enterprises (SMEs). The motivation of this study is to fill this gap by examining SMEs' strategic approaches toward inbound open innovation and in-house R&D. Drawing on a sample of 3,175 SMEs in South Korea, we used cluster analysis to identify groups of SMEs pursuing homogenous innovation strategies. We also examined the effect of SMEs' innovation strategies on financia...
In this paper we discuss financial and managerial models in the application of system dynamics. The first captures the tension among conflicting performance objectives and their impact on company performance. We gained a number of key insights from the causal mapping processes and explain the management problems in current situation. The most important lessons from longer-term reinforcing relationships concern the insurer operations, need conservatism and avoid speculative investment.
In this investigation, the performance analysis for a loss and delay multi server queueing model with no passing, discouragement and additional servers has been made. Due to no-passing constraint, the customers can be categorised into two types: i) those who do not need service even waiting in the queue; ii) the customers having exponentially distributed service time. Furthermore, a customer is assumed to be discouraged looking into the length of the queue at the service station. Using birth dea...
The servitisation of manufacturing is an immerging field of research interest in developed countries. The research on servitisation and related benefits in developing countries are rare in the literature. The purpose of this paper is to compare the business performance of servitised manufactures and pure manufacturers in a developing country such as Sri Lanka and contribute to the existing gap. Authors have used published data and conducted independent sample t-test to compare the performance of...
The pharmaceutical industry is one of the leading industries and an efficient supply chain is required for meeting the huge competition. 100% customer service is required in this sector as it directly effects the health of the people, so service quality plays a very significant role in pharmaceutical supply chain. In this scenario an attempt was made to study the service quality issues at the manufacturer distributor - retailer interface of the pharmaceutical supply chain. Exploratory factor ana...