International Journal of Services and Operations Management

2005 - 2025

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Volume 50, issue 3, 2025

Inception, growth and efficiency of small finance banks in India: an empirical study pp. 287-304

Padmasai Arora and Hitesh Arora

Validating the relationship of information technology in the service supply chain: a developing country perspective pp. 305-329

Manish Mohan Baral, Rita Roy, Subhodeep Mukherjee and Venkataiah Chittipaka

Employee involvement practices in lean manufacturing: a multi-method approach pp. 330-351

Nayara Cardoso de Medeiros, Moacir Godinho Filho, Mario Henrique Bueno Moreira Callefi and Gilberto Miller Devós Ganga

Exploring the impact of e-commerce on mobile phone customer behaviour based on data mining techniques pp. 352-373

Gia Minh Dao, Nhat Khang Nguyen, Thanh Bao Le and Song Thanh Quynh Le

Work overload, toxic leadership and internal auditors' turnover intention: evidence from Jordan pp. 374-388

Abdallah Bader Alzoubi, Hashem Alshurafat and Firas Dahmash

The influence of sustainability risk management on supply chain sustainability and profitability of medical technology firms pp. 389-413

P. Leslie Dass and Sreerengan V.R. Nair

Volume 50, issue 2, 2025

Exploring the moderating role of environmental uncertainty on the relationship between supply chain management and supply chain performance pp. 149-169

Yuhainis Mohd Yusoff

When 'more' is not 'enough' in restaurants: do the challenge demands and service recovery performance compel a negative influence of the service recovery system on customer justice perceptions? pp. 170-196

S. Rao K.P. Abhishek, Pai P. Yogesh, Lakshminarayanan Sethumadhavan and Prabhu K.P. Nandana

Pricing strategies of carbon emission allowances in the blockchain technology era pp. 197-218

Xiaonan Zhang, Yi Qu and Xiubin Gu

Development and validation of business excellence framework for Indian service MSMEs pp. 219-245

P.M. Unnikrishnan, Jyoti Tikoria and Arun Kumar Agariya

Assessing mobile wallet service quality using analytic hierarchy process and fuzzy evaluation method pp. 246-266

Ashwarya Kapoor, Rajiv Sindwani and Manisha Goel

Exploring the impact of educational services quality on student satisfaction pp. 267-286

Byung-Hak Leem

Volume 50, issue 1, 2025

Global financial services and its related technology usage pp. 1-22

Alan D. Smith and Stanko Racic

Industry 4.0 maturity model: an assessment in manufacturing enterprises pp. 23-52

Poliana Carneiro Gomes, Julia Carvalho Fernandes de Oliveira, Kleber José Tenório Tavares, Fagner José Coutinho de Melo and Djalma Silva Guimaraes Junior

Psychological factors influencing the adoption of three-wheeler electric vehicles: a study on users in India pp. 53-75

Navin Mathew and G. Varaprasad

Redesigning human vaccines supply chain network post-COVID-19 pandemic: a case study of Iran pp. 76-98

Malihe Lahmi, Arash Nemati and Abdul Sattar Safaei

The impact of e-insurance on profitability: the mediating role of competitive advantage and agility pp. 99-122

Mohsen Seify, Ali Sanayei, Seyed Fathollah Amiri Aghdaie, Majid Mohammad Shafiee and Daryoosh Mohamadi Zanjirani

Supply chain in the wake of COVID-19 - a bibliometric and content analysis pp. 123-148

Gaurav Kumar Badhotiya, Leena Sachdeva and Gunjan Soni

Volume 49, issue 5, 2024

Factors promoting value creation in lean management within public social and healthcare organisation pp. 1-21

Petra Hurme and Johanna Liljeroos-Cork

Volume 49, issue 4, 2024

Green financing: analysis in Indian electric two-wheeler automobile manufacturing industries pp. 411-431

Shashi Sawhney and Jitin Gambhir

Company characteristics and board structure: do they matter for human resource disclosure of Indian companies? pp. 432-458

Kirti Aggarwal

Supply chain risk management for logistics activities: systematic literature review pp. 459-477

Jovanska Arfianda Imran and Liane Okdinawati

E-HRM delivers better HRM services pp. 478-500

Javad Shahreki, Audrey Lim Li Chin, Anahita Ghanad, Maniyarasi Gowindasamy and Sahar E-Vahdati

Antecedents and consequences of the use of data analytics in supply chain: the Malaysian perspective pp. 501-521

Moloud Soltanian Fallahieh, Kanagi Kanapathy and Suhana Mohezar

Applying the lean principles to improve the organ donation-transplantation process pp. 522-538

Claudia Affonso Silva Araujo, Clarissa Gussen, Marina Martins Siqueira and Luis Antonio da Rocha Dib

Selecting strategically compatible information technology infrastructure projects for sustainable operations and development pp. 539-549

Ziqi Liao

Volume 49, issue 3, 2024

A simulation-based study to evaluate and improve university parking space pp. 265-288

Rabih Monzer Firaoui, Sharfuddin Ahmed Khan, Shahriar Tanvir Alam, Jehad Basem Abu Shamleh, Bilal Marzouki and Ibrahim Emad Elabed

Three decades of service recovery research: a bibliometric review pp. 289-310

Akuthota Sankar Rao, Damodar Suar and Bimal Kishore Sahoo

Optimal planning of oil palm fruit harvest pp. 311-340

Tatiana Gonzalez-Negrete, Rafael Guillermo García-Cáceres and John Wilmer Escobar-Velásquez

A conceptual framework for location of electric vehicle charging station pp. 341-359

Cintia Nurliyana and Yuliani Dwi Lestari

An EOQ model based on intuitionistic fuzzy and cloudy intuitionistic fuzzy demand rate pp. 360-378

Surendra Singh and Tanuj Kumar

Professional competencies and job performance: insights from the healthcare sector pp. 379-396

Sharanika Dhal and Snigdha Mohapatra

Process automation in a clinical laboratory of a Brazilian general hospital: co-creating value within the supply chain pp. 397-410

Paulo Sergio Altman Ferreira

Volume 49, issue 2, 2024

Quality attributes in services for social community centres: a systematic review of the literature pp. 137-160

Bruna Keila Macieira Santos, Pablo Aurélio Lacerda de Almeida Pinto and Fagner José Coutinho de Melo

Differential model of customer loyalty evolution as loyalty forecasting tool pp. 161-174

Michael Vigdorowitsch

Investigating the effect of market orientation on the performance of micro and small enterprises in Yemen: the moderating role of social media marketing adoption pp. 175-197

Sabri Shaker Ashoor Bin-Obaidellah, Noor Fadhiha Mokhtar, Nur Aishah Awi and Safiek Mokhlis

Technology disruption and its application in organisational management theories: a case study on Toyota Motor Corporation pp. 198-220

Md. Rahat Khan and Most. Tahura Pervin

How operational capability affects hospital performance? Role of environmental turbulence pp. 221-248

Hardeep Chahal, Mahesh Gupta, Madhu Bala and T.C. Edwin Cheng

Financial literacy and operational decisions: insights from the entrepreneurs of food service industry pp. 249-264

Aashi Khandelwal, Sarath Chandra Tangirala and Priyanka Khanzode

Volume 49, issue 1, 2024

An intelligent hybridised distributed feedback control approach for the JIT open-shop scheduling problem pp. 1-20

Azouz Meddourene, Brahim Bouzouia, Rosa Abbou and Nouara Achour

Evaluation of quality in health services: the customer satisfaction as an input for Fuzzy TOPSIS pp. 21-41

Fagner José Coutinho de Melo, André Philippi Gonzaga de Albuquerque, Larissa de Arruda Xavier and Denise Dumke de Medeiros

Resilience to sustainability: system dynamics modelling in e-commerce pp. 42-69

Medoh Chuks

An empirical analysis of supply chain sustainable performances in Malaysian freight logistics industry pp. 70-90

Kim Yoke Ong, Suhaiza Zailani and Kanagi Kanapathy

Increasing the intensity of customer involvement in a service process pp. 91-110

Pini Davidov, Shlomo Globerson and Inessa Ainbinder

The effect of unethical marketing behaviour on customer punitive intentions in the context of services industry: the moderating role of switching intention pp. 111-136

Kareem Ahmed Ragab, Ahmed Elsetouhi and Diaa Elhak Abdulraheem

Volume 48, issue 5, 2024

Analysis of the influence of regional spending on obligatory basic services on multidimensional poverty in Riau Province pp. 1-18

Sri Endang Kornita, Syapsan Syapsan, Any Widyatsari and Harry Prabowo

Volume 48, issue 4, 2024

Supplier integration and firm performance: a multiple case study of American manufacturing and services firms pp. 445-461

Nikhat Afshan and Jaideep Motwani

Can food delivery robots become a new norm in India? A study of online food delivery services pp. 462-480

Anuja Agarwal and Akriti Mittal

Challenges and opportunities in a lean automation model implementation: characterising micro, small and medium-sized enterprises of developing countries pp. 481-510

Daniel Alexandre Morelli, Pedro Henrique Ribeiro Botene, Gabriella Carlucci Tavares Colombo, Giovana Catussi Paschoalotto, Paulo Sergio de Arruda Ignacio, Anibal Tavares de Azevedo, Antônio Carlos Pacagnella Júnior and Alessandro Lucas da Silva

How to control vendor service to avoid fraud in insurance sector pp. 511-542

Filipa Morais, Leandro Pereira, Álvaro Dias, Rui Gonçalves and Renato Lopes da Costa

Inventory optimality approach in replenishment and distribution a model in selected cement manufacturing firms in Lagos state pp. 543-557

Adedugba Adebayo, Ogunnaike Olaleke, Kehinde Busola and Oke Gbenga

The decision to retain or divest of share ownership: a case study using SWOT, CBA, financial considerations, and future projection in a logistics business in Indonesia pp. 558-575

Effnu Subiyanto

Simulation analysis and development of priority dispatching rules for a partial flexible job shop pp. 576-601

S. Sudeesh, K. Rameshkumar, S.P. Anbuudayasankar and M. Thenarasu

Volume 48, issue 3, 2024

Fuzzy cognitive map-based modelling for smart grid implementation in India pp. 305-333

Archana

Wholesale and sustainable supply chain: bridging gaps through digitalisation pp. 334-352

Lucas Conde Stocco, Luciana Oranges Cezarino, Lara Bartocci Liboni and Flavio Pinheiro Martins

Analysis of MAP/PH 1, PH 2 /2 queueing system with two types of heterogeneous servers, standby server, instantaneous feedback, working vacation, multiple vacations, breakdown, phase type repairs and impatient behaviour of customers pp. 353-394

G. Ayyappan and K. Thilagavathy

Service failure management system: evidence from the Indian hospitality industry pp. 395-408

Vikash and Neeraj Kaushik

An eloquent study of government v/s self-aided higher education institutions during COVID-19 revisiting SERVQUAL model pp. 409-423

Jignesh Bhatt, Prakashkumar Patel, Hardik Bhadeshiya and Baxiskumar Patel

Patient engagement and customer loyalty: the role of value co-creation in healthcare service delivery pp. 424-444

Ernest Yaw Tweneboah-Koduah, Raphael Odoom, Matilda Adams and Alexander Annane-McCarthy

Volume 48, issue 2, 2024

Comparison of selected supply chain management practices of three major regional/metropolitan hospitals within the context of the dual COVID-19 and opioid crises pp. 155-175

Alan D. Smith

The influences of hotel employees' service innovativeness on brand image and loyalty pp. 176-191

Wen-Jung Chen

Does human capital affect the implementation of ISQC 1 in audit firms of non-big 4? Evidence from Jordan pp. 192-212

Zaid Jaradat and Ahmad Hardan

Service quality dimension of polytechnic and its evaluation: the students' perspective in Indonesia pp. 213-233

Saiful Ghozi, Setyabudi Indartono and Aji Prasetya Wibawa

Efficiency in accredited, high complexity hospitals of Bogota - Colombia pp. 234-255

L.M. Pineda-Marín, R.G. García-Cáceres and J.C. Barrero-Calixto

The server allocation problem for Markovian queueing networks pp. 256-271

Anderson Ribeiro Duarte

Prioritisation of warehouse location through analytical hierarchy process: a case study in a pump manufacturing company pp. 272-304

A. Anand Jayakumar, C. Krishnaraj, S.R. Devadasan and R. Muruganandham

Volume 48, issue 1, 2024

Development of a goal programming model based on fuzzy QFD and ANP for supplier selecting and order allocation pp. 1-25

Mohammad Javad Ershadi, Milad Tavakolian and Amir Azizi

Leanness level: analysis and systematic literature review pp. 26-61

Julio Cesar Melo, Fernando Bernardi de Souza, Joao Victor Rojas Luiz, Octaviano Rojas Luiz and Renato de Campos

Analysing the role of Industry 4.0 in sustainable lean manufacturing pp. 62-79

Naveen Anand Daniel, Anchal Pathak, Praveen Ravichandran, S.V. Adith and Nirbhay Kumar

Assessment of customer expectations and perception in fast-casual restaurants pp. 80-98

Adi Alić, Merima Činjarević and Hana Džudža

How the green supply chain can transform the economic prosperity pp. 99-112

Muhammad Saeed Shahbaz, Zahoor Ur Rehman, Hassan Raza and Raja Zuraidah Raja Mohd Rasi

Inventory holding of firms during the COVID-19 pandemic: a data-driven analysis of the manufacturing industry pp. 113-135

Pushpesh Pant, Hari Vishal and S.P. Sarmah

New product development in the fast fashion industry: a case study in Vietnam pp. 136-154

Duong Quang Hao, Ngoc-Hien Do and Duc Duy Nguyen