The impacts of structural and infrastructural elements to service operations flexibility: The influence of technology

Idris, Fazli; Hassan, Mohd Sufiean; Rahman, Nik Mutasim Nik Abd

doi:10.1109/icemt.2010.5657553

Cited by 11 publications

(9 citation statements)

References 8 publications

(12 reference statements)

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“…These 11 items measured firm performance comprehensively and covered its Exploring competitive priorities three dimensions: cost (3 items), customer service (4 items) and financial (4 items). These measures were adapted and modified from many past studies such as those by Hussain et al (2001), Idris et al (2003), Idris and Mohd Ali (2008) and Idris et al (2010). The questionnaire required the respondents to indicate their firm's financial performance in the past three years on a seven-point Likert scale ranging from 1 = lower to 7 = higher.…”

Section: Methodsmentioning

confidence: 99%

Exploring competitive priorities in the service sector: evidence from India

Idris

Naqshbandi

2019

IJQSS

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Purpose The purpose of this study is to explain the components of competitive priorities of Indian service firms, to find out the competitive priorities of different service industries in India and to find out how these competitive priorities change across low- and high-performing service firms. Design/methodology/approach An empirical study of 166 firms from five different service industries is undertaken in New Delhi and its surroundings. Findings The results reveal the presence of three competitive priorities in the services sector in India: cost, flexibility and quality/delivery, with quality/delivery being the most distinctive competitive priority. Hotel and auto-repair industries are found to be focused on controlling costs, while hospitals, banks and private colleges prioritized quality/delivery. For high-performing firms, cost is the top most competitive priority, followed by quality/delivery and flexibility, while for low-performing firms, quality/delivery remains the top most competitive priority, followed by flexibility and cost. Originality/value The paper enhances the understanding of competitive priorities in the Indian services sector. The identification of competitive priorities of different service industries in India and their dynamics across different industries add value to the current literature and fill an important research gap. Additionally, surveying diverse industries in this paper reveals a holistic picture of the Indian service industry and helps achieve some degree of cross-industry perspective.

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Section: Methodsmentioning

confidence: 99%

Exploring competitive priorities in the service sector: evidence from India

Idris

Naqshbandi

2019

IJQSS

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“…All organizational resources should flow within service facilities efficiently. Han and Ryu (2009), Idris et al (2010) and Mhlanga (2018) asserted that optimum capacity and a well-thought-out layout of the restaurant provided operational effectiveness that foster efficient use of other resources. Zerella et al (2017) also revealed that a well-arranged layout positively affected employee performance and satisfaction in the workplace.…”

Section: Structural Elements In Café-restaurantsmentioning

confidence: 99%

“…Most of the researchers who studied café-restaurant management evaluated food quality (FQ) (Weiss et al, 2005;Andaleeb and Conway, 2006;Ryu et al, 2012), design (Han and Ryu, 2009), layout (Han and Ryu, 2009), human resource management (HRM) (Alhelalat et al, 2017) and ambiance (Han and Ryu, 2009) as key elements that influence CS, perceived value, restaurant image and CBIs. Likewise, Hayes and Wheelwright (1984), Heineke (1995) and Idris et al (2010) treated capacity and location as structural elements. However, up until now, there have been no studies into the relationships amongst those variables in the café-restaurant sector.…”

Section: Introductionmentioning

confidence: 99%

Impact of operations management strategies on customer satisfaction and behavioral intentions at café-restaurants

Torlak

Demir

Budur

2019

IJPPM

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Purpose The purpose of this paper is to examine the relationships of capacity/layout (CL), design (D), location, (L), hygiene (H), human resource management (HRM), food quality (FQ) and ambiance (A) in operations management strategies (OMS) and the direct and indirect effects of OMS on customer satisfaction (CS) and customer behavioral intentions (CBIs) that might affect income and, therefore, be influential regarding café-restaurants in Sulaimania in Iraq. Design/methodology/approach Data are collected through a survey questionnaire using a simple random sampling methodology from 254 customers of 46 casual café-restaurants. Methodology includes demographic analysis, factor analysis, structural equation modeling and mediation analysis. Findings Concerning relationships between structural and infrastructural elements of OMS, only CL and H influence HRM, D and H affect A, and H influences FQ. Regarding relationships between OMS and CS and CBIs, only L, HRM, FQ and A affect CS. Concerning the relationship between CS and CBIs, CS influences CBIs. Finally, given indirect effects of OMS on CS and CBIs, HRM mediates relationships between CL-CS and H-CS; FQ and A mediate relationships between H-CS; and CS mediates relationships between L-CBIs, FQ-CBIs and HRM-CBIs. Research limitations/implications The study that treats seven variables in OMS is limited to Sulaimania in Iraq. Thus, the findings cannot be generalized. The study might guide future studies about the way OMS elements forge CS and CBIs in café-restaurants where owners/managers develop credible strategic plans. Originality/value The study provides a unique insight into the hospitality industry in Iraq where studies among elements of OMS are few and far between.

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“…Healthcare service delivery is largely dependent upon the medical equipment being used for several diagnoses and operations. Healthcare organizations develop their competence by using advanced equipment (Eric and Thomas, 2004;Idris et al, 2010). Advanced medical equipment can perform without requiring a prohibitive effort or short change over time from one operation to another.…”

Section: 21mentioning

confidence: 99%

The impact of patient recovery flexibility on service experience in public healthcare

Kumar

2019

JABS

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Purpose This study aims to identify the dimensions of patient recovery flexibility in the public healthcare context and its impact on the service experience. The study also explores the strategies and contextual influences to attain patient recovery flexibility. Design/methodology/approach This paper uses a case study method based on a semi-structured interview with healthcare professionals, observations and informal discussions. Findings In the present study, several dimensions of patient recovery flexibility are reported. Different internal and external strategies to exhibit patient recovery flexibility, as well as two contextual influences, are identified. An integrative framework is developed to establish the relationship of patient recovery flexibility with service experience in public healthcare. Research limitations/implications The study was conducted in a public healthcare setting in India. The sample size for the semi-structured interview was limited to healthcare professionals, and the patient’s perspective is missing. Originality/value This paper contributes to the growing need for patient recovery flexibility as a strategy in the public healthcare delivery system. It offers new insights to address the gap in the literature regarding the linkage of patient recovery flexibility and service experience. The study provides an integrative framework of dimensions of patient recovery flexibility, strategies, contextual influences and the impact on the service experience. The framework and propositions presented in the study will guide future research that is needed in this area. This study provides an overview to shape and redesign the after-service support from a flexibility perspective in public healthcare for the improved service experience.

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The impacts of structural and infrastructural elements to service operations flexibility: The influence of technology

Cited by 11 publications

References 8 publications

Exploring competitive priorities in the service sector: evidence from India

Exploring competitive priorities in the service sector: evidence from India

Impact of operations management strategies on customer satisfaction and behavioral intentions at café-restaurants

The impact of patient recovery flexibility on service experience in public healthcare

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