Critical internal organization’s forces influencing sustainability of post ERP in UAE service industry

2019 ◽  
Vol 27 (3) ◽  
pp. 759-785 ◽  
Author(s):  
Mohamad Abu Ghazaleh ◽  
Salam Abdallah ◽  
Mehmood Khan
Keyword(s):  
Factor Analysis ◽  
User Satisfaction ◽  
Service Sector ◽  
Service Industry ◽  
Organizational Factors ◽  
Content Type ◽  
Stakeholder Perspectives ◽  
Internal Forces ◽  
Highly Correlated ◽  
System Sustainability

Purpose Despite the wide recognition of enterprise resource planning’s (ERP’s) multiple uses, little research has examined the internal forces that influence success after ERP implementation in the service industry. This study aims to identify the factors influencing post-implementation ERP capabilities (PERPC) and improving post-implementation sustainability and user satisfaction (PERPSUS). Exploratory factor analysis (EFA) and confirmatory factor analysis (CFA) are used for this, with advance managed outsourced solutions (AMOS) and an entanglement view of all firm ERP users. Design/methodology/approach A theoretical model is created to explain internal organizational factors impacting post-implementation ERP sustainability and user satisfaction. Data were collected from 152 executive ERP users in two organizations in the UAE. Two CFA models were created. Findings The results show that adoption by internal organizational forces leads to more sustainable post-implementation ERP. A 69 per cent variance in user satisfaction and post-implementation ERP sustainability was found through a PERPC model and its dimensions, which are significantly highly correlated. Research limitations/implications ERP professionals and stakeholders believe that identification of ERP capabilities (ERPCs) and user satisfaction must be multi-dimensional. Practical implications CIOs and ERP professionals could use these results to increase the success of ERP in the service industry, and they can support the inclusion of post-implementation ERP practices. Originality/value Using AMOS, this paper explores the role of ERPCs in system sustainability and user satisfaction in the service sector, utilizing stakeholder perspectives and an entanglement view of ERP users in the service industry.

From victim to saboteur

2019 ◽  
Vol 29 (1) ◽  
pp. 2-21 ◽  
Author(s):  
Li Hongbo ◽  
Muhammad Waqas ◽  
Hussain Tariq
Keyword(s):  
Organizational Identification ◽  
Unethical Behavior ◽  
Service Sector ◽  
Distress Tolerance ◽  
Service Industry ◽  
Moderating Effects ◽  
Content Type ◽  
Source Data ◽  
Service Sabotage ◽  
Time Lagged

Purpose By integrating affective events theory and insights from the displaced aggression literature, the purpose of this paper is to highlight that state hostility can serve as an explanation for how perceived undermining by co-workers leads to antagonistic consequences. Distress tolerance and organizational identification are theorized to moderate the hypothesized relationships that are investigated in this study. Design/methodology/approach PROCESS macro developed by Hayes (2013) was used to test all the hypotheses by using time-lagged, multi-source data collected from 218 Chinese employees associated with the service industry. Findings The paper finds that state hostility seems to trigger unethical behavior on the part of employees resulting in service sabotage. It is concluded that perceptions of undermining are positively linked to employees’ hostility, which in turn drive service sabotage behavior. Furthermore, employee distress tolerance weakens the effects of perceived undermining on employees’ state hostility, while organizational identification alleviates the effect of employees’ hostility on service sabotage behavior. Practical implications This study not only highlights the outcomes of perceived coworker undermining, the mechanism through which it occurs, and the moderating effects of given factors, but also provides insights to the organizations for managing service sector employees so that they can more effectively interact with customers. The findings suggest that employees with high organizational identification are less involved in service sabotage, thus, such measures are necessary to take which help employers to enhance employees’ organizational identification. The authors also suggest managers to clearly communicate the adverse consequences which employees could have to face if they exhibit unethical behavior. Originality/value This study addresses the question: when and how perceived coworker undermining affects customers’ services. To date, most of the existing literature considered customers’ negative event and customers’ mistreatment as an antecedent of employees’ service sabotage. However, this study concluded that these are not the only reasons for employees’ service sabotage, employees’ interpersonal mistreatment which occurred beyond customers’ interaction also causes service sabotage.

Design of experiments in the service industry: results from a global survey and directions for further research

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jiju Antony ◽  
Elisabeth Viles ◽  
Alexandre Fonseca Torres ◽  
Marcelo Machado Fernandes ◽  
Elizabeth A. Cudney
Keyword(s):  
Design Of Experiments ◽  
Continuous Improvement ◽  
Process Improvement ◽  
Six Sigma ◽  
Service Sector ◽  
Success Factors ◽  
Service Industry ◽  
Quality Characteristics ◽  
Content Type ◽  
Critical Success

PurposeThe purpose of this study is to critically evaluate the current status of Design of experiments (DoE) in the service industry or non-manufacturing processes in the manufacturing sector. This involves the identification of critical success factors and challenges in the use of DoE in the context of the service industry as well as the key skills needed for its successful applications.Design/methodology/approachIn order to identify the critical success factors and challenges, an online survey instrument was developed and distributed across Six Sigma Black Belts (SSBB), Six Sigma Master Black Belts (SSMBB), process improvement champions, continuous improvement professionals, DoE experts and specialists as well as academics who are involved in DoE research and applications.FindingsA total of 109 participants from over 20 countries responded to the study. One of the first findings of the study is that over 40% of the process improvement professionals in the service sector do not have any hands-on experience with the application of DoE. Further, this study highlights the following critical factors for successful DoE applications: dedicating adequate resources in terms of time, budget and people for the experiment; getting a clear understanding of the problem at hand; securing a reliable and validated measurement system for measuring the response or quality characteristics of interest; and identifying input independent variables, which influence the quality characteristics during the brainstorming stage. Some respondents also mention the importance of having training or education in DoE as a critical success factor. At the same time, the lack of adequate planning to experimentation, mathematical knowledge and statistical reasoning remains as challenge to be solved.Research limitations/implicationsAs data were collected at an individual level, inter-reliability, which measures the consistency of judgements on a particular survey item, could not be gauged. Moreover, due to low sample size across some continents, an intercontinental comparative study on the extent of the application of DoE across various continents could not be performed.Originality/valueTo the best of the authors’ knowledge, this is the first global survey carried out to understand the status of DoE in the service industry. The results of the global study can be used to encourage quality, continuous improvement and process improvement professionals in the service sector to drive wider acceptance of one of the most powerful tools in the Six Sigma toolkit for problem-solving scenarios. Moreover, senior managers in the service industry can take away some of the key benefits, challenges and success factors in the implementation of DoE.

scholarly journals Perceptions of Indian managers on the impact of convergent technologies on work and resultant organisational performance in service industry

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sanjeev Kumar ◽  
Prikshat Verma ◽  
Parth Patel ◽  
J. Irudhaya Rajesh
Keyword(s):  
Customer Satisfaction ◽  
Service Sector ◽  
Service Industry ◽  
Management Control ◽  
Organisational Performance ◽  
Content Type ◽  
Four Dimensions ◽  
Perceived Impact ◽  
The Impact ◽  
Practical Implications

PurposeThis research examines Indian service managers' perceptions on impact of convergent technologies on their work and resultant organisational performance. The research uses four dimensions – task productivity, task innovation, customer satisfaction and management control – taken together, to investigate the perceived impact of convergent technologies adoption in service organisations context and further examines the resultant organisational performance, based on these dimensions.Design/methodology/approachThe study used partial least squares (PLS) approach to evaluate the measurement model and the structural model. The study was conducted in service industry firms that have made a significant progression towards adopting convergent technologies.FindingsThe results of the study demonstrated higher levels of perceived impact of adoption of convergent technologies on all the four dimensions (i.e. task productivity, task innovation, customer satisfaction and management control). The results of the study also indicate that all the impact dimensions positively influence organisational performance.Research limitations/implicationsThe results of the study suggest that all the impact dimensions positively influence organisation, therefore the service sector managers should be aware about the role of adopting latest convergent technologies so as to enhance the task productivity, innovation, customer satisfaction and management control in their job roles.Practical implicationsThe practical implications of this research are derived on the basis of Future of Work, Labour Market Information Systems, Productivity, Enterprise Development, Enhancing skills of service employees and Employability themes.Originality/valueTo researchers best knowledge is to first study of its kind to evaluate the perceived impact of convergent technologies on organisational performance in Indian context.

How can leader humor enhance subordinates’ service creativity? The moderator of subordinates’ SFIT and the mediator of role modeling

2020 ◽  
Vol 41 (6) ◽  
pp. 865-882
Author(s):  
Leiqing Peng ◽  
Shaohui Lei ◽  
Yulang Guo ◽  
Fei Qiu
Keyword(s):  
Service Industry ◽  
Empirical Studies ◽  
Organizational Factors ◽  
Role Modeling ◽  
Content Type ◽  
Moderated Mediation Model ◽  
Path Analyses ◽  
The Impact ◽  
The Relationship

PurposeAs an essential personality charm of leaders, humor can bring a series of positive outcomes to both users and receivers. However, there is also evidence that the impact of leaders’ humor (LH) is constrained by individuals, teams and organizational factors. The aim of this research is to investigate the relationship between LH and subordinates’ service creativity. Based on social learning theory and previous literature on LH, this paper identifies role modeling as the mediator and suggests that subordinates’ sensitivity to favorable interpersonal treatment (SFIT) moderates these relationships.Design/methodology/approachIn order to test the proposed moderated mediation model, this study employed hierarchical multiple regression and path analyses with valid data of 348 samples.FindingsResults revealed that LH positively affects role modeling and service creativity of subordinates, while subordinates' SFIT positively moderates the relationship between LH and subordinates' service creativity via role modeling.Practical implicationsIn compliance with these findings, this research suggests that enterprises should pay attention to the role of humor from middle managers and strengthen managers' role modeling through multiple measures to establish a relaxed and harmonious atmosphere in the workplace.Originality/valueBuilt on the conceptual framework, this study contributes to the literature on LH and employees’ service creativity by treating role modeling as the mechanism and SFIT as the moderator. This research is one of the first few empirical studies to investigate the relationship between LH and service creativity of service personnel in the service industry.

Internet usage, user satisfaction, task-technology fit, and performance impact among public sector employees in Yemen

2017 ◽  
Vol 34 (3) ◽  
pp. 210-241 ◽  
Author(s):  
Osama Isaac ◽  
Zaini Abdullah ◽  
T. Ramayah ◽  
Ahmed M. Mutahar
Keyword(s):  
Factor Analysis ◽  
User Satisfaction ◽  
Positive Impact ◽  
Internet Usage ◽  
Performance Impact ◽  
Content Type ◽  
Actual Usage ◽  
Proposed Model ◽  
Task Technology Fit ◽  
And Performance

Purpose The internet technology becomes an essential tool for individuals, organizations, and nations for growth and prosperity. The purpose of this paper is to integrate the DeLone and McLean IS success model with task-technology fit (TTF) to explain the performance impact of Yemeni Government employees. Design/methodology/approach Questionnaire survey method was used to collect primary data from 530 internet users among employees within all 30 government ministries-institutions in Yemen. The four constructs in the proposed model were measured using existing scales. The data analysis starts with initial exploratory factor analysis, then confirmatory factor analysis and lastly structural equation modeling via AMOS. Findings The results showed that the proposed integrated model fits the data well. Findings of the multivariate analysis demonstrate four main results. First, actual usage has a strong positive impact on user satisfaction, TTF, and performance impact. Second, user satisfaction has a great influence on performance impact. Third, TTF has a strong positive impact on user satisfaction and performance impact. Fourth, both user satisfaction and TTF mediate the relationship between the actual usage and performance impact. Research limitations/implications The public sector in Yemen contains three parts: Yemeni prime minister, Yemeni ministries, and government agencies. This study focuses only on the Yemeni employees among Yemeni ministries; hence the results are not necessarily generalizable. Moreover, there are biases when the researcher measures the actual Internet usage variable through asking a participant about their opinion regarding their usage because these are generally found to differ from the true score of system usage. Practical implications The findings should be very useful for the Yemeni Government in presenting the importance of information technology effects on individual efficiency and effectiveness. Therefore, the information from these findings should encourage and support the formation of future policy at the organizational level and national level. If the government utilizes these findings by setting up strategies to promote internet usage, this may, in turn, improve professional practice, personal development, and quality of working life. Originality/value This paper adds to the existing literature of information systems by combining actual technology usage, user satisfaction, and TTF to predict performance impact within the organizations. Furthermore, this study proposed a second-order model of performance impact in order to increase the power of explaining the output by the model, which contains four first-order constructs: process, knowledge acquisition, communication quality, and decision quality. The predictive power of the proposed model has a higher ability to explain and predict performance impact compared to those obtained from some of the previous studies.

Perceived servant leadership: the impact of servant leadership on intrinsic and extrinsic job satisfaction

2020 ◽  
Vol 28 (2) ◽  
pp. 27-29
Keyword(s):  
Job Satisfaction ◽  
Factor Analysis ◽  
Servant Leadership ◽  
Structural Equation ◽  
Service Sector ◽  
The Body ◽  
Equation Modeling ◽  
Good Reliability ◽  
Content Type ◽  
The Impact

Purpose The purpose of this study is to assess the impact of perceived servant leadership on the intrinsic and extrinsic job satisfaction of followers. Design/methodology/approach Data was gathered from the responses of 205 employees working in service- sector organizations in Kuwait as part of a larger questionnaire survey on employee satisfaction and leadership. Servant leadership was then measured using Liden’s (2008) 28 item servant leader instrument and analyzed using factor analysis and structural equation modeling. Findings The results suggest that the seven factor model proposed by Linden (2008) is shown to be valid in this study with good reliability. In addition a second-order factor analysis showed strong positive correlations were found between servant leadership and both intrinsic (0.69) and extrinsic (0.08) job satisfaction. Practical implications Promoting altruistic approaches to leadership which increases extrinsic and intrinsic job satisfaction will have a positive effect on the organizational goals. Leaders should be made aware of this so they can put interventions in place to improve overall performance. Originality/value This paper is of value as research examining the relationship between servant leadership and job satisfaction has been limited so it adds to the body of knowledge with particular relevance to the nature of this relationship in the service sector in the Middle East.

Structural change and the changing relationship between the industrial and the service sector

2015 ◽  
Vol 8 (1) ◽  
pp. 73-92 ◽  
Author(s):  
Amrita Roy
Keyword(s):  
Service Sector ◽  
Industrial Sector ◽  
Aggregate Level ◽  
Indian States ◽  
Content Type ◽  
Output Elasticity ◽  
Service Sectors ◽  
Highly Correlated ◽  
The Relationship ◽  
Structure Of Production

Purpose – This paper aims to examine the relationship between the industrial and the service sector outputs at the aggregate level and for different sub-services in India and also tries to find out whether the relationship is changing over time. Design/methodology/approach – This paper studies a panel of 16 major Indian states in India over the period 1980-2011. Using an econometric analysis, it proceeds to estimate the increase in inter-linkage between the output of the service sector and the output of the industrial sector. This study considers a variable coefficient model where the output elasticity of the service sector with respect to the output of the industrial sector changes with time. The changing element here is considered to be the result of the changing structure of production within these industries. Findings – It has been observed that the output of the services sector at the aggregate level and the output of the industrial sector are highly correlated, and demand generated for services output from the industrial sector over the period 1993-2011 is mostly due to the changing structure of production within these sectors. Originality/value – This paper takes the initiative to estimate the increase in inter-linkage between the output of the service sector and the output of the industrial sector resulting from the changing structure of production within the industrial and the service sectors.

Types of organizational innovativeness and success in Austrian hotels

2015 ◽  
Vol 27 (7) ◽  
pp. 1707-1727 ◽  
Author(s):  
Alexander Kessler ◽  
Christoph Pachucki ◽  
Katharina Stummer ◽  
Michael Mair ◽  
Petra Binder
Keyword(s):  
Cluster Analysis ◽  
Factor Analysis ◽  
Service Sector ◽  
Hotel Industry ◽  
Three Dimensions ◽  
Self Assessment ◽  
Content Type ◽  
Five Dimensions ◽  
Organizational Innovativeness ◽  
Different Types

Purpose – The purpose of this paper is to identify different types of organizational innovativeness in Austrian hotels and analyze their connection to (innovation) success. In the face of growing international competition, innovation is becoming increasingly important for Austria’s hotel industry. A prerequisite for innovation is organizational innovativeness. Design/methodology/approach – This paper is based on a quantitative survey of 255 Austrian hotel businesses with a minimum of five employees. Innovativeness was measured by three dimensions (willingness, ability and possibility to innovate) and success by five dimensions (overall performance: financial, market and employee-related success; innovation success: product and process innovations). Findings were obtained by combining an exploratory factor analysis with a cluster analysis. Findings – Factor analysis reveals five factors determining organizational innovativeness: “cooperation as trigger for change”; “acceptance of change”; “resource based scope for change”; “pluralism as trigger for change”; and “loose coupling and error-tolerance”. The cluster analysis identifies four types of hotels regarding organizational innovativeness indicating differences regarding the success dimensions: “potential innovators hindered by scarce resources and unsupportive structures”, “well-resourced conservatives”, “potential innovators hindered by a haphazard approach” and “cautious idea hunters”. On the whole, results show that a balanced configuration of organizational innovativeness combined with a cautious approach is connected with greater (innovation) success. Research limitations/implications – Key-informant and survivor biases have to be considered as all items in the questionnaire were evaluated by self-assessment of the hotel management and only successful hotels (in the sense of survival) were analyzed. One important implication is that (innovation) success depends on the system that enables it; therefore, organizational innovativeness is a precondition of successful innovations. Nevertheless, there is little research on organizational innovativeness in the service sector so far. Practical implications – This paper supports tourism businesses in understanding the concept of organizational innovativeness and its relation to (innovation) success. SMEs, which dominate the Austrian hotel industry, tend to focus on the financial aspect of innovativeness and, in general, do not consider the range of factors that constitute an organization’s innovativeness (willingness, ability and possibility to innovate) and the various outcomes. Originality/value – By combining organizational innovativeness and (innovation) success, the paper applies an important element of innovation theory to the Austrian hotel industry. The characterization of different types of hotels regarding organizational innovativeness and success enables a (self-) assessment for hotel businesses and the deduction of customized implications.

On the road to consensus: key soft skills required for youth employment in the service sector

2019 ◽  
Vol 11 (1) ◽  
pp. 10-24 ◽  
Author(s):  
Anjana Singh ◽  
Prashnati Jaykumar
Keyword(s):  
Hospitality Industry ◽  
Service Sector ◽  
Service Industry ◽  
Soft Skills ◽  
Real Life ◽  
Skills Training ◽  
Content Type ◽  
Survey Tool ◽  
Entry Level ◽  
On The Road

Purpose Tourism and hospitality is one of the fastest growing segments of the services industry in India, and there is tremendous need and opportunity for young, educated and qualified professionals. Academics and employers agree that there is an increasing gap between the soft skills that companies expect from their entry-level employees and the skills that these young people possess. To bridge this gap, industry leaders and researchers indicate the need for more soft skills training. The purpose of this paper is to identify soft skills competencies that are required for a diverse group of entry-level employees and then to identify gaps by exploring the hospitality programme and internships. Design/methodology/approach The research is analytical in nature and draws on a literature review and a questionnaire as a survey tool for stakeholders. The research had separate questionnaires for employers, students and faculty members of the Vedatya Institute, educator for the service industry. The research is focused on entry-level employees – students who had graduated from Vedatya Institute in the past five years. The employers are primarily general managers and human resource managers of five-star hotels who have recruited and been part of campus interviews. Findings The research analysed soft or employability skills for the hospitality industry, and it provided valuable insights from employers and perceptions of graduates in attainment of those skills during their degree programme. The study highlighted the significant role of internship in developing soft skills. Practical implications The paper recommends practical solutions for educators and organizations that can be applied. The research synthesized current thinking on required soft skills for young entry-level employees and explores the soft skills gap in the context of a growing soft skills training market with recommendation for stakeholders. Originality/value The research sought to address the real life problem impacting the hospitality industry in India using inputs from the literature, graduates and employers.

Built environment dimensions in the context of a gas station in Brazil

Facilities ◽  
2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Marcelo Benetti Corrêa da Silva ◽  
Suélen Bebber ◽  
Gabriel Sperandio Milan ◽  
Angélica Ravizzoni Veronese ◽  
Jéssica Testolin ◽  
...  
Keyword(s):  
Factor Analysis ◽  
Regression Analysis ◽  
Built Environment ◽  
Multiple Regression ◽  
User Satisfaction ◽  
Content Type ◽  
Post Occupancy Evaluation ◽  
Need To Evaluate ◽  
Gas Station ◽  
The Impact

Purpose This paper aims to identify the built environment attributes and dimensions to assess customers’ satisfaction concerning the built environment in a gas station located in southern Brazil. Besides, this study aims to verify the dimensions that most impact customers’ satisfaction and the attributes that are most relevant to customers. Design/methodology/approach The research was operationalized through a survey and data were analyzed with confirmatory factor analysis. Multiple regression analysis was used to assess the impact of the dimensions on perceived customer satisfaction, while stepwise linear multiple regression was used to identify the most significant attributes. Findings The factor analysis result indicates that 66.77% of the variance explained concerns to six built environment dimensions (or factors). The regression analysis shows that overall satisfaction with the gas station is predicted by the dimensions appearance, functionality and location, and positively related to seven attributes. In relation to the built environment satisfaction, the location and functionality of the dimension are its predictors and positively related to five attributes. Research limitations/implications Further studies in different contexts are required to test the reliability of the built environment dimensions – comfort, functionality, configuration, location and appearance. Also, the study calls for further debate about the built environment related to the occupant or user satisfaction and other factors that can impact it. Originality/value This study identifies the need to evaluate the impacts of post-occupancy evaluation of measurable factors related to the user’s judgment.

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