International Journal of Services and Operations Management

2005 - 2024

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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

Volume 47, issue 4, 2024

Workplace productivity of service industry: evidence from public and private banks of Bangladesh pp. 423-448

M. Muhshin Aziz Khan, Ahmed Sayem and Pronob Kumar Biswas

A decision support framework to evaluate the main factors affecting the selection of sustainable materials in construction projects pp. 449-495

Ebrahim Aghazadeh and Hasan Yildirim

Identification and modelling of factors influencing service recovery pp. 496-514

Munish Pal Singh, Satyendra Kumar Sharma and Udayan Chanda

Evaluating the effect of logistics service quality on customer satisfaction and loyalty pp. 515-534

G. Yoganandan, M. Vasan and László Vértesy

Dimensions of hotel service quality and its impacts on guest satisfaction and loyalty pp. 535-557

Domingos Fernandes Campos, Patricia Silva Rebouças de Araújo and Daniel Cavalcanti Fernandes Campos

Volume 47, issue 3, 2024

Barriers and drivers of sustainable construction: a systematic literature review pp. 277-313

Julia Carvalho Fernandes de Oliveira and Fagner José Coutinho de Melo

How soft skills contribute to increasing SCI levels pp. 314-333

Fernanda Paes Arantes, Maria Silene Alexandre Leite and Antonio Cezar Bornia

Impact of competency skills intervention on employee effectiveness in IT industry in India: intermediary role of change management practices and employee involvement pp. 334-353

Shikha Sahai, Ashutosh Nigam and Rajiv Sindwani

Optimal procurement policy for growing items under permissible delay in payment pp. 354-365

Amit Kumar Saraswat and Ashish Sharma

Analysis of factors influencing internet of things integration in lean manufacturing using fuzzy TOPSIS: a case study pp. 366-381

Arun Karthikeyan and S. Vinodh

Mystery shopping considering lifestyle heterogeneity pp. 382-403

Hiroki Takahashi, Shohei Kawasaki, Takeshi Takenaka and Hiroshi Nishikoori

Flexible manufacturing competence and capability on product development performance pp. 404-421

Sunil Hwang and Seong-Jong Joo

Volume 47, issue 2, 2024

Analysing municipal officials' perceptions on solid waste management process and clean India mission in Thanjavur district, India pp. 141-168

V. Badrinath, G. Delina and S. Karthikeyan

Analysis of critical success factors of e-commerce service supply chain pp. 169-197

Ramji Nagariya, Venkataiah Chittipaka, Manish Mohan Baral and Bharat Singh Patel

A Six Sigma approach for package management process in a courier company pp. 198-210

Enrique Delahoz-Dominguez, Tomás Fontalvo-Herrera and Rohemi Zuluaga-Ortiz

Applying lean practices in retail lending sector of a bank in Trinidad and Tobago: a case study pp. 211-235

Kuldeep Ojha and Shireen Deen

The impact of entrepreneurial leadership on organisational performance: does innovation management matter? pp. 236-255

Rawan Odeh Khalaf Alshawabkeh, Lina Hamdan Al-Abbadi, Mohammed Mousa Eldahamsheh, Ali Zakariya Al-Quran, Hanan Mohammad Almomani, Ali Khaled Bani-Khaled and Sulieman Ibraheem Shelash Al-Hawary

Estimating opportunities for errors in multimodal logistics system in global business pp. 256-275

Deepankar Sinha

Volume 47, issue 1, 2024

The moderating impact of work cooperation within the ministry of social affairs and labour in Kuwait: an approach based on TAM and D&M models pp. 1-28

Faisal L.F.H. Almutairi, Ramayah Thurasamy, Jasmine A.L. Yeap and Ibtisam L.F.H. Almutairi

How organisation deviance affects employees' perception: a quantitative analysis on managing workplace emotions pp. 29-46

Chiehwen Ed Hsu, S. Yeshwant Raj and Taksaporn Boonroungkaw

Assessing the effect of marketing mix on tourists' satisfaction: insights from Bangladesh pp. 47-73

Afzal Hossain, Shahedul Hasan, Md Yusuf Hossein Khan and Md. Humayun Kabir Chowdhury

Supply chain risk identification and assessment by probability and impact matrix pp. 74-96

G. Hariharan and T. Balamurugan

New approach of lean management concept: procedure and practical case in the automotive sector pp. 97-122

Abdelouahed Boutayeb, Abdelali Ennadi, Abderrahim Chamat, Abdelhamid Touache and Abderrazak Boumane

Eliminating end-of-line rejections - a quality filter mapping approach pp. 123-140

P. Raghuram, Ashwin Srikanth and P. Rithan Mandesh