Design of Self-service Technology for Passenger Shipping Transportation Service System in Indonesia

Ramadhan, Tri Sugiarti; Wibisono, Dermawan; Nasution, Reza Ashari; Novani, Santi

doi:10.1016/j.promfg.2015.11.056

Cited by 6 publications

(4 citation statements)

References 6 publications

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“…Mouchtouri et al, 2013;Yildiz et al, 2021), and reservation management (e.g. An and Lo, 2014;Ramadhan et al, 2015). These regulations and procedures make the quest for finding hard TQM practices a central issue in this industry.…”

Section: Tqm In the Shipping Sectormentioning

confidence: 99%

Does the ferry sector need soft total quality management practices? Evidence from an Italian ferry company

Torre

Petrolo

Pellegrini

et al. 2023

TQM

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PurposeThe study aims to deepen existing knowledge on the specific role of soft total quality management (TQM) practices in the ferry sector. Over the last decade, TQM practices have been thoroughly restructured, allowing us to develop an appropriate framework through which the relevance of each practice to this particular sector can be explained.Design/methodology/approachA narrative case study has been conducted to enhance the quality orientation and soft TQM practices adopted by a medium-sized company in the ferry sector.FindingsThe study identifies five soft TQM practices that offer valuable contributions in terms of quality orientation. These are organised into a configurational and systemic approach according to a three-level framework. At the macro level, a customer-orientated approach is paramount, as this orientation clearly points out the fundamental values of TQM. Coherently, at the micro-level, employees should be trained, involved, and empowered to truly internalise and behave according to a quality orientation. At the meso-level, dedicated leadership should support these practices and foster their effectiveness across the organisational structure.Research limitations/implicationsThe main limitation of this study is related to its narrative analysis. More empirically-grounded research should be used in the future to test the validity of the model.Practical implicationsTQM practices can leverage soft aspects, finding mutual integrations and offering reciprocal support if a bundle of practices is enforced and co-present across several layers of an organisational structure.Originality/valueThe model offers a configurational approach to help the ferry sector in leveraging soft TQM practices to implement TQM initiatives successfully. This is subject to external contingencies and thus requires adaptability and flexibility.

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Section: Tqm In the Shipping Sectormentioning

confidence: 99%

Does the ferry sector need soft total quality management practices? Evidence from an Italian ferry company

Torre

Petrolo

Pellegrini

et al. 2023

TQM

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show abstract

“…On the topic of Service Science, Engineering and Management (SSEM), there is an understanding that SSEM is a multidisciplinary approach to managing and designing value co-creation of a merit system. This approach develops a holistic view of a system into a comprehensive service system, beginning to the end while focusing on the customer [14]. Service science is referred to as the short term for SSME, that the words are often used interchangeably [15].…”

Section: A Service Sciencementioning

confidence: 99%

Proposed Service System Improvement for Regional Bank’s Mobile Banking Application using Service Science Perspective

Pratama

Novani

2021

EJBMR

Self Cite

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Mobile banking application provides easy banking services wherever and whenever only using the internet and mobile devices. Today one of the regional banks in Indonesia struggles to encourage the customer to install and use the mobile banking application for banking services because most customers are difficult to understand their mobile baking system and want an easier method to access the services. For this reason, the management suggests increasing the marketing focus towards its current customer for mobile banking and improving the service system to be easier to use and accommodate the user’s current need. This research aims to help improve their service system using a service science perspective. Based on the service science framework, the author has analysed the provider and customer perspectives. Then, the root causes analysis identifies all problems, gaps, and customer needs. After conducting the analysis, the problem was found from lack of collaboration, the registration system to create account not optimal, and mobile banking activation system is not optimal. After implementing the value co-creation and orchestration process, the author proposed service system improvement using service blueprint and value blueprint.

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“…However, a comprehensive view on what value elements stakeholders may expect and gain from collaborative VCC is still lacking. Though researchers have discussed VCC in different fields, such as marketing (Merz et al, 2009; Ranjan & Read, 2016), management (Chang et al, 2013; Gouillart, 2014; Grönroos, 2017), service (Mayangsari & Novani, 2015; Ramadhan et al, 2015), sustainability (Arnold, 2017; Biggemann et al, 2014), technology and innovation (Han & Hong, 2016; Herrera, 2016) and knowledge management (Aarikka-Stenroos & Jaakkola, 2012). Prior research has mainly focused on a specific research context or a specific type of stakeholder group, leaving a comprehensive view of the stakeholders’ value elements in VCC in vague.…”

Section: Introductionmentioning

confidence: 99%

Collaborative Value Co-creation from a Stakeholder Perspective: A Literature Review

Bal

Käpylä

et al. 2023

Journal of Creating Value

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Since the value co-creation (VCC) concept was introduced as an alternative to the traditional value creation model, VCC has been studied in various contexts. The literature has mostly focused on a specific research context or a specific type of stakeholder group, leaving a comprehensive view of the stakeholders’ value elements in VCC poorly understood. To address this research gap, we conducted a systematic literature review to provide an overview of the conceptualization of VCC as well as stakeholders’ expected and realized value through collaboration. In accordance with the literature review, six value dimensions (economic, experiential, functional, relational, personal growth and corporate sustainability) are identified. On the basis of the findings of our literature review, we identify gaps in the literature and suggest an agenda for future research.

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Design of Self-service Technology for Passenger Shipping Transportation Service System in Indonesia

Cited by 6 publications

References 6 publications

Does the ferry sector need soft total quality management practices? Evidence from an Italian ferry company

Does the ferry sector need soft total quality management practices? Evidence from an Italian ferry company

Proposed Service System Improvement for Regional Bank’s Mobile Banking Application using Service Science Perspective

Collaborative Value Co-creation from a Stakeholder Perspective: A Literature Review

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