The impact of employee satisfaction on quality and profitability in high-contact service industries

The extant operations management literature has extensively investigated the associations among quality, customer satisfaction, and firm profitability. However, the influence of employee attributes on these performance dimensions has rarely been examined. In this study we investigate the impact of employee satisfaction on operational performance in high-contact service industries. Based on an empirical study of 206 service shops in Hong Kong, we examined the hypothesized relationships among employee satisfaction, service quality, customer satisfaction, and firm profitability. Using structural equations modeling, we found that employee satisfaction is significantly related to service quality and to customer satisfaction, while the latter in turn influences firm profitability. We also found that firm profitability has a moderate non-recursive effect on employee satisfaction, leading to a “satisfaction–quality–profit cycle”. Our empirical investigation suggests that employee satisfaction is an important consideration for operations managers to boost service quality and customer satisfaction. We provide empirical evidence that employee satisfaction plays a significant role in enhancing the operational performance of organizations in the high-contact service sector.     

The effects of retail channel integration through the use of information technologies on firm performance

The ability of information technologies (ITs) to integrate activities and offerings across multiple channels offers a promising opportunity for retail firms to enhance their relationship with their customers and firm performance. Consumers value the flexibility to learn about the available offerings, complete their orders and obtain customer service across different channels in a convenient and integrated manner. Therefore, the retail industry has begun to use IT extensively to automate and integrate business processes across their traditional and online channels. This study examines the impacts of the use of IT by retail firms in integrating channel activities for selling to customers. Our research model argues that retail channel integration through IT should enhance the efficiency and innovation of a retail firm. In turn, these improvements should enhance their overall performance. We also propose that the environmental dynamism would moderate the effects of improvements in efficiency and innovation on firm performance. We draw upon recent theories in organizational resource integration and organizational learning to develop our research model and hypotheses. Based on survey data from 125 multichannel retailers in Singapore, we find that retail channel integration through the use of IT allows firms to not only be efficient in delivering the current offerings, but also be innovative in creating future offerings. Further, we find that environmental dynamism does positively moderate the effects of innovation ability on performance. Our results provide managerial insights for firms involved in digital integration not only in the retail sector but also in other service industries. These findings could also serve as a foundation for further research on service operations management for firms with both physical and online operations.     

Operations related groups (ORGs): A clustering procedure for production/inventory systems

Many production/inventory systems contain thousands of stock keeping units (SKUs). In general, it is not computationally (or conceptually) feasible to consider every one of these items individually in the development of control polices and strategies. Our objective here is to develop a methodology for defining groups to support strategic planning for the operations function. Accordingly, such groups should take into consideration all product characteristics which have a significant impact on the particular operations management problem of interest. These characteristics can include many of the attributes which are used in other functional groupings and will most certainly go beyond the cost and volume attributes used in ABC analysis.The ORG methodology is based on statistical clustering and can utilize a full range of operationally significant item attributes. It considers both statistical measures of discrimination and the operational consequences associated with implementing policies derived on the basis of group membership. The main departure of this analysis from earlier work is: 1) the approach can handle any combination of item attribute information that is important for strategy purposes, 2) management's interest in defining groups on the basis of operational factors can be accommodated, 3) statistical discrimination is considered directly, 4) group definition reflects the performance of management policies which are based (in part) on group membership, and 5) the method can be applied successfully to systems with a large number of SKUs.The specific application which motivated development of the ORG methodology was an analysis of distribution strategy for the service parts division of a major automobile manufacturer. The manufacturer was interested in developing optimal inventory stocking policies, which took into account the complexities of its multiechelon distribution network, supplier relationships and customer service targets for each market segment. This manufacturer stocked over 300,000 part numbers in an extensive network with approximately 50 distribution centers and thousands of dealer locations (i.e., 1.5 million SKU/ location combinations). The results of this application indicated that the advantage of using operationally relevant data for grouping and for defining generic, group-based policies for controlling inventory can be substantial. The ORG methodology can be of value to operations managers in industries with a large number of diverse items.     

Benchmarking sustainable E-commerce enterprises based on evolving customer expectations amidst COVID-19 pandemic

The 2019 coronavirus disease (COVID-19) pandemic has seriously impacted the performance of all types of businesses. It has given a tremendous structural boost to e-commerce enterprises by forcing customers to online shopping over visiting physical stores. Moreover, customer expectations of the digital and operational capabilities of e-commerce firms are also increasing globally. Thus, it has become crucial for an e-commerce enterprise to reassess and realign its business practices to meet evolving customer needs and remain sustainable. This paper presents a comprehensive performance evaluation framework for e-commerce enterprises based on evolving customer expectations due to the COVID-19 pandemic. The framework comprises seven primary criteria, which are further divided into 25 sub-criteria, including two sustainability factors, namely, environmental sustainability and carbon emissions. The evaluation approach is then practically demonstrated by analyzing the case of three Indian e-commerce firms. The results are obtained using a multi-criteria decision-making (MCDM) method, namely, Fuzzy VIKOR, to capture the fuzziness of the inherent decision-making problem. Further, numerical analysis is conducted to evaluate and rank various e-commerce enterprises based on customer expectations and satisfaction benchmarks. The findings explain the most important criteria and sub-criteria for e-commerce businesses to ensure customer expectations along with their economic and environmental sustainability.     

The effect of high-involvement human resource management practices on supply chain resilience and operational performance

Supply chain (SC) resilience is an increasingly important topic for practitioners and academics because it is a competitive weapon for firms to cope with SC disruptive risks. This study examines the impact of high-involvement human resource management practices on SC resilience from the ability-motivation-opportunity perspective. It also examines the relationship between the dimensions of SC resilience and operational performance. Based on data collected from 206 Chinese manufacturers, the proposed hypotheses were tested using structural equation modeling. The results indicated that employee participation played the most powerful role in improving supplier, customer, and internal resilience. Moreover, employee skills only facilitate internal and customer resilience but have no significant impact on supplier resilience. By contrast, employee incentives do not influence the dimension of SC resilience. It was also found that both internal and customer resilience have positive effects on operational performance, while supplier resilience has no significant effect. The findings contribute to literature and practice.     

The impact of supply chain integration on performance: A contingency and configuration approach

This study extends the developing body of literature on supply chain integration (SCI), which is the degree to which a manufacturer strategically collaborates with its supply chain partners and collaboratively manages intra- and inter-organizational processes, in order to achieve effective and efficient flows of products and services, information, money and decisions, to provide maximum value to the customer. The previous research is inconsistent in its findings about the relationship between SCI and performance. We attribute this inconsistency to incomplete definitions of SCI, in particular, the tendency to focus on customer and supplier integration only, excluding the important central link of internal integration. We study the relationship between three dimensions of SCI, operational and business performance, from both a contingency and a configuration perspective. In applying the contingency approach, hierarchical regression was used to determine the impact of individual SCI dimensions (customer, supplier and internal integration) and their interactions on performance. In the configuration approach, cluster analysis was used to develop patterns of SCI, which were analyzed in terms of SCI strength and balance. Analysis of variance was used to examine the relationship between SCI pattern and performance. The findings of both the contingency and configuration approach indicated that SCI was related to both operational and business performance. Furthermore, the results indicated that internal and customer integration were more strongly related to improving performance than supplier integration.     

Customer-centered measurement of service operations: a B2B case study

This study examines how the customer can be utilized in performance measurement and evaluation of complex engineered service operations in the business-to-business environment. The framework put forth by Ukko and Pekkola for a customer-centered approach to performance measurement in service operations is used, focusing on the special nature of service processes and the customer’s perspective. The results of this case study show that in non-interactive customer-related processes, performance evaluation can be a viable alternative to performance measurement. In addition, enabling the customer to participate in the evaluation and measurement of service operations will generate not only new measures but also new services.     

基于BSC方法的供应链绩效评价

本文运用从BSC的方法来评价供应链绩效,评价的角度有四个:财务,顾客,内部流程,创新和成长。在提出指标的时候,对以往的很多供应链绩效指标相关文献进行了回顾,并把这些指标导入到供应链的四个维度。在对文献回顾的基础上提出了本文的方法,本文的方法对于管理者来说可以更有效的从多角度评价供应链绩效。     

Evaluating the operational performance of knowledge-based industries: the perspective of intellectual capital

Performance evaluation is more than a quantitative concept but should also take industrial characteristics into account in order to form an accurate evaluation. In the past, evaluations of the operational performance of knowledge-based industries have missed out a significant factor, which is intellectual capital (IC). By adopting data envelopment analysis (DEA), a multiple-objective decision making method, this study aims to construct an efficiency evaluation model for the Taiwanese digital content industry based on the perspective of IC. The empirical results suggest that the scale of the digital content companies does play an important role in influencing the operating efficiency. The firms have a small amount of capital can still attain optimal efficiency, from the perspective of IC. In addition, human resource capital and customer capital are the most significant influential factors that deserve digital content firms’ attention. It is suggested that enterprises in the digital content industries should focus more on managing their IC. DEA can provide the semiconductor firms’ operations with insights into resource allocation and competitive advantage as well as help with strategic decision-making.     

构造零售业信息化的核心--CRM的探究

零售业是直接面对最终消费者的行业,顾客对商店的忠诚与否,直接关系到企业的生存和发展。而客户关系管理(CRM)系统则为零售企业创造顾客价值、发展忠诚顾客提供了有力的技术支持。本文分析了零售业实施CRM时存在的问题,提出了相应的解决机制,并总结了零售业CRM的建设框架。     

Linking strategy and human resource practices: How employee and customer contracts are created

Organizations implement their business strategies through the human resource (HR) practices they use. These practices are major determinants of employees' psychological contracts. How employees interpret the terms of their employment impacts motivation, innovation, and customer service. This article describes four common types of psychological contracts in US firms and the HR practices that create them. It develops a framework for understanding how each contract shapes employee performance, retention, cooperation with fellow employees and customer responsiveness. It presents recommendations for more effectively managing the link between business strategy and the psychological contract of employees. © 1994 by John Wiley & Sons, Inc.     

Using integrated quality assessment for hotel service quality

In the age of growing foreign tourism, providing excellent quality service at hotels is increasingly more important. Service quality and customer satisfaction have gradually been recognized as key factors used to gain competitive advantage and customer retention. Most companies conducted satisfaction surveys of their customers, with a view of using analysed results to identify attributes of potential improvement. However, this kind improvement decisions on the attributes with a lower satisfaction level needs not to be appropriated. Thus, to achieve higher levels of overall satisfaction with the hotel experience, this study combined four simple methods, including Kano’s model, refined Kano’s model, Importance-Satisfaction model, and the Improvement index, to evaluate two types of hotels. The integrated approach of service quality measurement is based on the importance and satisfaction survey of the quality attributes. The survey, with 24 attributes and service items, were administrated to a random sample of 400 customers at one business hotel and one resort hotel in Taiwan. The strategies of these two kinds of hotels were compared and discussed in this study. On the basis of the key quality attributes identified by employing the integrated approach, which are significantly different from those identified on the basis of a simple satisfaction survey, hotels can make appropriate decisions on specific areas for improvement to further enhance the hotel service quality in Taiwan.     

The Effect of Customer‐Centric Green Supply Chain Management on Operational Performance and Customer Satisfaction

This study explores the links of implementing customer‐centric green supply chain management (GSCM) with its antecedent factors (i.e. customer pressure) and performance outcomes (i.e. operational performance and customer satisfaction). Data for this study were obtained through a survey of 126 automobile manufacturers in China. Results suggest that customer pressure has a positive effect on the implementation of customer‐centric GSCM, which, in turn, leads to multiple operational performance improvements (i.e. flexibility, delivery, quality and cost). While production flexibility and cost appear to have no significant impact on customer satisfaction, product quality and delivery are significantly and positively associated with customer satisfaction. On the practical front, this paper provides guidelines for managers in implementing customer‐centric GSCM to respond to customer pressures and improve firm performance, and for policy‐makers to encourage partner‐focused GSCM efforts in environmental policy. Copyright © 2014 John Wiley & Sons, Ltd and ERP Environment     

基于自组织数据挖掘的电子商务客户流失预测模型

为解决电子商务客户流失预测中的高维、非线性问题,本文将自组织数据挖掘理论(SODM)引入客户流失预测,提出一种新颖的基于自组织数据挖掘的电子商务客户流失预测模型。该方法将自组织数据挖掘中的客观系统分析算法(OSA)和改进分组数据处理网络(GMDH)集成起来进行电子商务客户流失预测。首先利用OSA算法选择出重要的电子商务客户流失关键属性,然后将训练样本送入改进GMDH网络进行学习和训练,进而对测试样本客户流失状态进行判别。将该方法应用于某网上商店客户流失预测实证分析,预测结果验证了该方法对包含多种因素影响的电子商务客户流失预测具有优势,基于自组织数据挖掘的电子商务客户流失预测模型具有较强的实用性和可操作性。     

Image differentiation and locational proximity among retail firms

Hotelling's (1929) classic paper gave rise to a voluminous literature and founded a controversy concerning the validity of the Principle of Minimum Differentiation (PMD). This research has produced conflicting theoretical results and inconsistencies between theory and empirical observations of retail competition. This paper develops a theory of market behavior that encompasses the extent and direction of customer loyalties, the multiplicity of chains and stores, and three forms of competitive expectations. Under conditions of shared competitive expectations, competitive pessimism, and competitive optimism, it provides a theoretical test of PMD and an explanation for the prevalence of spatial proximity and the differentiation of images in retail competition.     

Extending the supply chain: Integrating operations and marketing in the online grocery industry

This study reports results from case studies of four Internet-ordering and home-delivery grocers and 2440 of their customers. Each grocer follows a different operations strategy as determined by choice of where to fulfill customer orders (from existing stores or from a dedicated DC) and by choice of delivery method (direct to the customer's home/office or indirect via customer pickup or third-party logistics provider). The survey data from customers are used to assess the degree of integration between marketing and operations and the relationship with customer behavioral intentions. The results indicate that eBusiness-, product-, and service-quality, all have a significant direct effect on customer behavioral intentions to purchase again. There is limited support for technology as a moderating factor. Finally, the relationships between the predictor variables and customer behavioral intentions differ across grocers. This supports the idea that grocers utilizing different operational strategies should focus attention on different facets of their business and provides insight as to where efforts should be directed.     

基于Stacking模型融合的用户购买行为预测研究

在大数据时代背景下,如何利用大量的销售数据精准预测顾客未来需求,成为企业制定客户管理和库存管理决策的一个重要问题。目前关于用户购买行为预测的研究中很少能够预测用户具体的购买时间。基于已有的销售数据,提出了基于机器学习和Stacking集成的综合预测模型预测用户的购买行为,即未来是否购买及其购买时间。将模型应用在一家大型连锁零售企业的需求预测中,并对方法的有效性进行评估。结果表明,基于Stacking集成的融合模型对预测用户未来是否购买具有最佳性能,准确率达85%,AUC值达到0.928;LightGBM集成算法在预测用户购买时间时具有最优性能,相比于融合模型提升了5.5%的预测性能;融合模型+LightGBM算法的组合相比于均使用融合模型提升了9.4%的预测性能。     

The service climate‐firm performance chain: The role of customer retention

This study examines the role of customer retention as a mediator in the service climate–firm performance chain. Using a predictive design that involves data collected from 1,500 automotive service stores from 12,518 employees and approximately 30,000 customers, a model linking service climate (a concern for employees and customers), customer satisfaction, customer retention, and firm performance was tested. Notably, the results support the overall model and the hypothesized mediating effect of customer retention regarding the relationship between customer satisfaction and firm performance. © 2011 Wiley Periodicals, Inc.     

Linking routines to operations capabilities: A new perspective

A typical approach to studying capabilities in the operations management literature is to assess the intended or realized competitive operational performance and their contribution to business and organizational objectives. While it is crucial to identify the operational performance that helps create competitive advantage, it is equally important to understand the means for delivering the needed performance at the operational level. Drawing on the resource-based view (RBV), we argue that routines are a critical source of operations capabilities and subsequently investigate operations capabilities by means of their underlying routines. Because a common problem to studying capabilities is the ambiguous and confusing definitions, we conduct an extensive literature review to address the semantic confusion among various definitions of capabilities and delineate it from other related terms. We identify improvement and innovation as two critical plant level capabilities, each consisting of a bundle of interrelated yet distinct routines. We then empirically measure the two capabilities as second-order latent variables and estimate their effects on a set of operational performance measures. The results suggest that routines form internally consistent bundles which are significantly related to operational performance. This supports our notion of “capabilities as routine bundles” that are difficult to imitate and thus a source of competitive advantage.     

The strategic role of knowledge management in nonprofit organisations

• Australian nonprofit organisations (NFPs) operate in an increasingly competitive marketplace for funding staff and volunteers and donations. In this context, many NFPs are being driven to adopt more commercial practices in order to improve their strategic performance, particularly competitive positioning for donor appeal, staff retention and service strategy and delivery. Knowledge management (KM) is one commercial practice being explored and implemented by the NFP sector to support strategic performance and operations. Although the concept of knowledge management is basically understood, the implications and strategies to pursue this practice in a NFP context are under explored. This paper presents a KM implementation planning framework for discussion and further research in the NFP sector. Specifically, this paper proposes that NFP's unique missions, many and varied organisational structures and operational maturity requires a customised approach to knowledge management. Implications for competitive strategy and performance are discussed.

© 2007 John Wiley & Sons, Ltd.