With rapid advances in technologies, especially in artificial intelligence, smart sensors, big data analytics, and robotics, the service industry began introducing robots to perform a variety of functions. While the main purpose of deploying robots has been productivity improvement, the current COVID-19 pandemic has brought more urgent purpose, providing contactless service for social distancing. This study explores the service quality provided by robots based on real data in a hotel setting. A sample of 201 guests provided their expected service quality by robots and the actual performance experience after the service. We analyzed this relationship using importance performance analysis (IPA) and the Technique for Order Preference by Similarity to an Ideal Solution (TOPSIS). The results revealed that customers' top priorities for robots' service quality are assurance and reliability, while tangible and empathy were not as important. Customers were not satisfied with robots' responsiveness, but this construct was found to be a low priority.
The widespread use of information technology (IT) has changed the nature of supply chain management. However, it is still unclear whether different IT infrastructure design may affect supply chain capabilities and firm performance. In this study, we investigated the impacts of a supply chain's IT architecture, which could be integration-based or standardization-based, on supply chain capabilities and firm performance. We also examined the effects of lean and agile supply chain strategies. We tested our research model against data collected from 162 companies, 97 based in China and 65 in Taiwan. Our findings indicate that firms with different supply chain strategies focus on different aspects of IT architectures. In addition, supply chain capability is an enabler to enhance supply chain performance through well-suited supply chain IT.
Purpose
Some studies have suggested that a supply chain augmented with information technology (IT) has a positive effect on performance in the marketplace. However, these studies have not explained how the IT-based supply chain achieves this superior performance. This study aims to reveal some of the mediating influences at play: the new product development (NPD) activities of product launch, product innovativeness and product development capability.
Design/methodology/approach
Taking the electronics manufacturer’s perspective, this study took a resource-based view to propose that NPD activities are affected by IT advancement and that IT-based supply chain architecture is a critical resource that ultimately affects new product performance. Thus study focuses on product launch, because this is the most expensive and risky stage of NPD; product innovativeness, because it plays a substantial role in achieving a competitive advantage; and product development capability, because it leads to superior product performance. A questionnaire was used to collect data from managers of projects, products and supply chains of computer and communication electronics manufacturers; 235 valid questionnaires were returned. These data were subsequently analyzed using a variety of statistical methods.
Findings
The results support that manufacturers’ IT resources enable them to enhance NPD activities effectively with their suppliers, and that NPD activities play a key role in moderating the relationship between IT-based supply chains and new product performance.
Originality/value
This paper provides an empirically tested model of how IT-based supply chain architecture can lead to superior new product performance through product lean launch, product innovativeness and product development capability.
Abstract:Understanding user behaviors is the foundation to support the design and development of a sustainably built environment. This exploratory study used a mixed method to explore people's perception, motivation, intention, and behaviors of green tourism in Taiwan. The qualitative approach explored intrinsic and extrinsic factors that could influence people's intention to participate in green tourism. The quantitative approach provided evidence of influencing factors of green tourism. The findings suggested that variables, such as perception, attitudes, and self-efficacy, can indirectly influence green tourism behaviors through behavioral intention. This study suggests that government agencies should emphasize environmental education regarding the relationship between climate change and people's life; therefore, people will increase their environmental awareness regarding the urgent conditions of the environment, in addition to supporting green tourism and being more responsible for their tourism behaviors. For cities intending to accommodate tourism or Non-Governmental Organizations (NGOs) that are interested in promoting green tourism, it is critical to incorporate relevant factors, such as destination services and educational elements, into the design and development principles to built environment that supports green tourism activities.
PurposeRapid response is often the cornerstone of success in many industries, especially manufacturing. In the authors’ opinion, organizational structure will also affect the construction of a fast-response supply chain system. The main purpose of this research examines whether different levels of organizational structure have different effects on the relationship between external integration and firm performance.Design/methodology/approachThis study applied questionnaires to collect data. This study collected 818 questionnaires from manufacturers in China, Hong Kong and Taiwan to verify our proposed model using structural equation modeling.FindingsResults show that response speed perfectly mediates the relationship between external integration and firm performance. Different levels of organizational structure will also affect external integration. Strict organizational structure requires customer integration, while loose organizational structure requires supplier integration to quickly meet customer needs.Practical implicationsCompanies can probably determine whether their organizational structure is higher or lower than that of their competitors. If firms can determine that their organization structure is high or low, they can adopt suitable external integrations to enhance quick response and operational performance.Originality/valueIn the relationship between supply chain integration and performance, we consider a mediating variable and moderating variable together. Results explain the reason that the relationship between supply chain integration and performance are inconsistent in previous studies. We have addressed external integration in alignment with organizational structure to provide better service and enhance performance by providing empirical evidence.
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