| 1. |
- Amentae, Tadesse Kenea, et al.
(författare)
-
Characterizing Milk Supply and Marketing Chains and Losses in Wolmera and Ejere Districts of Ethiopia
- 2015
-
Ingår i: Journal of Service Science and Management. - : Scientific Research Publishing, Inc.. - 1940-9893 .- 1940-9907. ; 8, s. 823-843
-
Tidskriftsartikel (refereegranskat)abstract
- This study was made with the purposes of characterizing milk supply and marketing chains, postproduction losses of milk, and evaluating the potential of supply chain management approach to reduce milk losses in Ethiopia. Primary data were collected by semi-structured survey questionnaire and interview of key informants. The collected data were analyzed using SPSS and Microsoft Excel sheets. Mapping, characterizations, and descriptive statistics were used to analyze the collected data. Both quantitative and qualitative-narrative methods were used in analysis. The finding revealed that farmers, cooperatives/unions, traders, and catering institutions were the major chain actors in milk chain in the study area. With 73% of milk sold by farmers passing through cooperatives/unions to the next chain actors, cooperatives/unions were the focal firms in this supply chain. Production was characterized by smallholders with few numbers of cows and low productivity of milk per cow per day. Cow breed and lack of access to credit were identified as critical resource and the most constraint that hinder production improvement. Marketing relationships among the chain actors were characterized as lacking long-term market orientation and were mostly on the spot and transaction based. The assessment on the enabling environment indicated further need of support from governmental and non-governmental stakeholders to build the capacity of chain actors, particularly the farmers. The study indicated existence of significant amount of milk losses in the milk chain. With 39% of the total losses happening at cooperatives/union stage, cooperatives/unions were identified as loss hotspot point in the chain. Poor milk handling practice at the collection points, lack of immediate acceptors, milk carrying tools used, means of transport used, and ineffective communication with other partner in the chain were identified in order of severity as important problems causing milk losses in the study area. Based on the study results and review of others’ work in similar contexts, this study argued for SCM to be part of solution in improving this dairy chain. The study showed cases where effectively implemented SCM approach converted dairy chains from chains characterized by dismantled, high conflicts of interests among the chain actors, and high losses of food in the chain to chains with mutual interest trying to maximize the profit to the whole chain actors. Integrated and collective actions by all chain actors aiming at reducing costs, improving quality, and minimizing food losses in the chain were central to these efforts. Therefore, SCM approach needs to be part of the solution in increasing profitability and reducing milk losses in Ethiopia in general and in the study area in particular. However, the needs for detailed further study, some of which are recommended by this study, are worthwhile.
|
|
| 2. |
- Amentae, Tadesse Kenea, et al.
(författare)
-
Evaluation of Performances of Intermodal Import-Export Freight Transport System in Ethiopia
- 2015
-
Ingår i: Journal of Service Science and Management. - : Scientific Research Publishing, Inc.. - 1940-9893 .- 1940-9907. ; 8, s. 57-70
-
Tidskriftsartikel (refereegranskat)abstract
- Freight transport system that minimizes costs, increase conveniences, and environmentally safe has become the agenda worldwide since long before. This study was made with the main objective of assessing intermodal termed as “multimodal” freight transport service in Ethiopia. Data was collected by using structured questionnaire from randomly selected customers and multimodal freight transport section employees of Ethiopian Shipping and Logistics Service Enterprise. The study was made in two stages using customers: first, they were asked to evaluate their satisfaction with the multimodal freight transport system; second, to evaluate their comparative satisfaction with the segmented/“uni-modal” freight transport system against five major freight transport performance indicators. Customers were also asked to identify and rank top ten problems of freight transport logistics in Ethiopia. Data were analyzed using SPSS and excel sheets with descriptive statistics and the results were depicted using charts and tables. The study indicated that majority of customers were either dissatisfied or very dissatisfied with many of the performance indicators. The employees evaluated their organization as well performing relatively on more performance indicators. Both customers and employees evaluated the documentation performances as satisfying but cost and convenience as dissatisfying performances. Customers identified repetitive custom checking and waste of time in custom inspections process as the most severe problem in freight transport logistics in Ethiopia. The implementation of intermodal freight transport system to bring better change in import-export freight transport logistics of Ethiopia was in bitter challenge for customers due to a number of problems, except documentation performance that showed betterment.
|
|
| 3. |
- Bosona, Techane, et al.
(författare)
-
Animal handling during supply for marketing and operations at an abattoir in developing country: The case of Gudar market and Ambo abattoir, Ethiopia
- 2012
-
Ingår i: Journal of Service Science and Management. - : Scientific Research Publishing, Inc.. - 1940-9893 .- 1940-9907. ; 5, s. 59-68
-
Tidskriftsartikel (refereegranskat)abstract
- In the agricultural sector, it is important to appropriately develop livestock resources in of developing countries in order to reduce poverty. The aim of this study was to investigate the animal handling and welfare issues during transport for marketing with special focus on cattle flow to and from Gudar livestock market and activity chain of Ambo abattoir in Ethiopia. Information and data on main feeder markets to Gudar regional market; the main stakeholders in this animal supply chain; number of animals flow to and from Gudar market; the distance and time duration the animals transported; animal handling and welfare concerns during transport and at market site; and activities in Ambo abattoir chain were gathered, interpreted and discussed. The study indicated that the flow of cattle to and from Gudar market was by walk- ing which took up to 4 days or by vehicles which took up to 3 h. There were no appropriate vehicle and loading facili- ties and animal handling conditions were poor. From total number of animals supplied to Gudar market about 7.6% died, 6.9% injured and 2.8% was stolen during transport. During transport from Gudar to final destination by walking, about 16% died and 10.7% was injured. The effect of animal number (p = 0.0498) was slightly significant than the effect of travel distance (p = 0.3487) on the occurrence of incidences such as animal death and injuries, at significance level of 0.05. Lameness and injury to bone, muscle, swelling of leg and sickness were widely observed during transportation by walking. Poor market infrastructures; lack of regional abattoir facilities; difficulties in getting timely market information; and lack of well-organized networks between stakeholders were also identified as existing problems compromising the animal welfare and economic benefits. Therefore, further research works concerning animal welfare during animal flow in the supply chain; and impact of abattoir activities on environment and human and animal health should be conducted. Such studies important to improve the economic benefits gained from livestock resources with positive contribution towards efforts of insuring food security and sustainable development
|
|
| 4. |
- Bosona, Techane, et al.
(författare)
-
Assessing the Sustainability of Food Retail Business: The Case of Konsum Värmland, Sweden
- 2012
-
Ingår i: Journal of Service Science and Management. - : Scientific Research Publishing, Inc.. - 1940-9893 .- 1940-9907. ; 5, s. 373-385
-
Tidskriftsartikel (refereegranskat)abstract
- It is public concern that the impacts of food retail business activities need to be recognized and addressed properly. The main objective of this study was to assess the sustainable business management of a cooperative food retail business in Sweden, known as Konsum Värmland (KV). The necessary data and information on history and status of KV, and its practical activities concerning the implementation of sustainable development principles as well as the motivation and challenges encountered during the implementation were gathered via reviewing different documents, research papers and press releases; interviewing decision makers and other personnel in KV and other researchers who have investi- gated KV. The implementation of sustainability initiatives was analyzed in depth mainly based on triple bottom line sustainability theory. The findings indicate that KV has incorporated the sustainability issues into its mission and values. It practically has been implementing sustainability programs in environmental, social and economic dimensions. It pro- vides environmentally friendly and quality food products using its main brands names for local products. The major drives for KV to implement sustainability initiatives are leadership and employees' commitment, organizational core values, and members' and consumers' awareness. On the other hand, the major challenges to such sustainability initia- tives are high price of greener products, high logistics cost and emission due to long winter time, the seasonality of local product, and high cost of large scale investment.
|
|
| 5. |
- Bosona, Techane, et al.
(författare)
-
Box-Scheme Based Delivery System of Locally Produced Organic Food: Evaluation of Logistics Performance
- 2011
-
Ingår i: Journal of Service Science and Management. - : Scientific Research Publishing, Inc.. - 1940-9893 .- 1940-9907. ; 4, s. 357-367
-
Tidskriftsartikel (refereegranskat)abstract
- The local food systems such as fruit and vegetable box-schemes are gaining new profitable niche markets as the demand for local food is increasing. This paper presents the study made on box-scheme based local food supply system in Sweden, the Roslagslådan network, in which three distributors of locally produced organic food (LPOF) were the main actors. The objective of the study was to investigate the Roslagslådan LPOF supply network and evaluate its logistics performance. The study was based on literature review, interview, field measurement and route simulation and optimisation (in terms of route distance and driving time) analysis. The geographic information system (GIS) software was used to map the locations of the distributing companies and their delivery points (customer locations) while Route LogiX software was used for the simulation and optimisation analyses of routes for collection and distribution of LPOF, mainly vegetables and herb-based products. From the quantified information, the three companies distributed, on average about 134 boxes of LPOF to about 116 delivery points, once in two weeks period mainly during August-October. The distribution via Roslagslådan network was supplemented with other means of selling: on farm sale, open market sales and selling via supermarket. The route optimisation analysis resulted in significant savings in route distance and delivery time. The savings in distance were up to 76%, 23% and 32% for Company-1, Company-2 and Company-3 respectively while the corresponding savings in delivery time were up to 75%, 10% and 16%. This reduction in distance and time led to positive improvement toward the environmental and economical issues enhancing the sustainability of local food systems
|
|
| 6. |
- Bosona, Techane, et al.
(författare)
-
Integrated logistics network for the supply chain of locally produced food, Part I: Location and route optimization analyses
- 2011
-
Ingår i: Journal of Service Science and Management. - : Scientific Research Publishing, Inc.. - 1940-9893 .- 1940-9907. ; 4, s. 174-183
-
Tidskriftsartikel (refereegranskat)abstract
- Due to a growing interest in locally produced food (LPF), there is a tendency of promoting local food systems. The objective of this study was to investigate the existing flow of LPF from producers to consumers and develop a coordinated and efficient distribution system for producers in Halland region, Sweden. An integrated logistics network (ILN) embracing producers, retailers, a collection centre (CC) and a distribution centre (DC) was proposed. Data collection, location analysis and route optimisation analysis were conducted. Geographic information system (GIS) and Route LogiX software were utilised for the analyses. Four scenarios of food distribution were identified and analyzed. When compared to the existing system, the best scenario improved transport distance, time and number of routes up to 93%, 92% and 87% respectively. The distribution of LPF was integrated into large scale food distribution channel (LSFDC) and this could increase the sustainability of local food system
|
|
| 7. |
|
|
| 8. |
- Chavez, Zuhara, et al.
(författare)
-
Divergence between Value Stream Mapping Western Understanding and Material and Information Flow Chart Principles: A Japanese Automotive Supplier’s Perspective
- 2018
-
Ingår i: Journal of Service Science and Management. - : Scientific Research Publishing, Inc.. - 1940-9893 .- 1940-9907. ; 11
-
Tidskriftsartikel (refereegranskat)abstract
- Through visualization, mapping techniques help manufacturing organizations prioritize and guide improvement strategies. For this reason, mapping of the value chain is applied as a method of progress toward lean manufacturing. The purpose of this paper is to illustrate the essence of the material and information flow chart (MIFC) approach, known as value stream mapping (VSM) in the West, to provide a different perspective and understanding and to identify its manner of integration with measurement systems. Metrics complement mapping tools allow the tracking of various stages of an organization’s lean journey and continuous improvement (CI). While the time dimension is predominant in performance metrics in lean environments, these metrics do not link the economic factor directly to improvements. The research comprises a case study in which lessons are learned from tool placing and metric determination. Empirical research included critical case sampling and semi-structured interviews, and data were analyzed to compare the conventional Western understanding of VSM with that of a Japanese supplier that learned the principles directly from the source and applied their own version of MIFC. An understanding of the tool based on core knowledge will enable organizations to reevaluate their current measurement systems and choose more suitable ones.
|
|
| 9. |
- Garcia, Danilo, 1973, et al.
(författare)
-
When Reaching Our Potential Predicts Low Values: A Longitudinal Study about Performance and Organizational Values at Call Centres
- 2012
-
Ingår i: Journal of Service Science and Management. - : Scientific Research Publishing, Inc.. - 1940-9893 .- 1940-9907. ; 5:4, s. 313-317
-
Tidskriftsartikel (refereegranskat)abstract
- The present study was executed using data from a call centre in Sweden in which agents answered questions regarding financial advice. The aim of the study was to investigate the relationship of call centre agents’ perceptions about the work climate and the organizational values to their performance, as measured by the organization. In Study 1, agents (N = 106) reported their experience about the work climate and organizational values. Performance (i.e., percent of time on the phone for each work day) was then assessed for the next six consecutive months. In Study 2, agents’ perceptions of organizational values were measured among a new sample (N = 262) from the same call centre. Performance was measured during the next two consecutive years. With regard to the working climate, workers’ autonomy was negatively related to their own performance. The results show also a negative relationship between organizational values and performance during the two following years. Agents seem to maintain high productivity levels at the cost of organizational core values, perhaps due to the visible and rewarding nature of productivity.
|
|
| 10. |
- Gebresenbet, Girma, et al.
(författare)
-
Animal Supply and Logistics Activities of Abattoir Chain in Developing Countries: The Case of Kumasi Abattoir, Ghana
- 2012
-
Ingår i: Journal of Service Science and Management. - : Scientific Research Publishing, Inc.. - 1940-9893 .- 1940-9907. ; 5, s. 20-27
-
Tidskriftsartikel (refereegranskat)abstract
- The concerns about the welfare of livestock during transport is increasing as animal production and transport for slaughter and breeding is increasing. The main objective of this study was to investigate the characteristics of animal supply and activities in slaughter chain in the Kumasi abattoir, Ghana. The main stakeholders were indentified and interviewed. Based on the data and information gathered (through interview, field measurements, observation and activity registration), the main characteristics of the animal supply and activities in the abattoir chain were mapped out. The study indicated that the animals were sourced from inside and outside Ghana. The purchased animals were first sent to a local collection centre before onward transportation to the Cattle Market in the Kumasi city, where the animals should stay until sold and taken to abattoir to be slaughtered. The study indicated that inhuman way of animal handling, incidence of non-ambulation, sickness and death of animals were common during transport as well as inside Kumasi cattle market. The slaughtering procedures and meat distribution to the butcheries lacked good hygienic conditions compromising meat safety and quality. These issues of animal welfare and meat safety and quality should get attention and improvements must be planned
|
|
| 11. |
- Guo, Yang, et al.
(författare)
-
On Performance of Prioritized Appointment Scheduling for Healthcare
- 2019
-
Ingår i: Journal of Service Science and Management. - : Scientific Research Publishing. - 1940-9893 .- 1940-9907. ; 12, s. 589-604
-
Tidskriftsartikel (refereegranskat)abstract
- Designing the appointment scheduling is a challenging task for the development of healthcare system. The efficient solution approach can provide high-quality healthcare service between care providers (CP)s and care receivers (CR)s. In this paper, we consider the healthcare system with the heterogeneous CRs in terms of urgent and routine CRs. Our suggested model assumes that the system gives the service priority to the urgent CRs by allowing them to interrupt the ongoing routine appointments. An appointment handoff scheme is suggested for the interrupted routine appointments, and thus the routine CRs can attempt to re-establish the appointment scheduling with other available CPs. With these considerations, we study the scheduling performance of the system by using the Markov chains based modeling approach. The numerical analysis is reported and the simulation experiment is conducted to validate the numerical results.
|
|
| 12. |
- Hinson, Robert, et al.
(författare)
-
Determinants of Bank Selection : A Study of Undergraduate Students in the University of Ghana
- 2013
-
Ingår i: Journal of Service Science and Management. - : Scientific Research Publishing, Inc.. - 1940-9893 .- 1940-9907. ; 6:3, s. 197--205
-
Tidskriftsartikel (refereegranskat)abstract
- The aim of this study is twofold: first, to investigate bank selection criteria among undergraduate students in the Uni- versity of Ghana, and second, to relate this study with previous findings on the same phenomenon. Extant studies have adopted mainly quantitative approach. In order to bridge this gap and contribute to existing knowledge, qualitatively inspired research design was adopted, thus facilitating in-depth understanding of the determinants of bank selection. Findings show that convenience, bank staff-customer relations and banking services/financial benefits are the first three most important determining factors. Furthermore, happiness, joyfulness, cheerfulness and delight are feelings derived after a banking service; whiles sadness, anger and deceit are avoided. Studies on the bank selection criteria employed by undergraduates are scanty in West Africa, and this study makes a contribution in that direction. Future studies will con- tinue from this one
|
|
| 13. |
- Komunda, Mabel Birungi, et al.
(författare)
-
A Conceptual Framework to Unmask the Relationship between Marketing Mix Strategies, Marketing Culture and Sales Performance of Ugandan Manufacturing Firms
- 2023
-
Ingår i: Journal of Service Science and Management. - : Scientific Research. - 1940-9893 .- 1940-9907. ; 16:06, s. 694-710
-
Tidskriftsartikel (refereegranskat)abstract
- The purpose of this paper was to study the relationship between marketing mix strategies, marketing culture and sales performance of Ugandan manufacturing firms. The study used a cross-sectional and quantitative design. Data was collected at a particular point in time. We employed firm-level data collected by means of a questionnaire survey sent to a sample of 118 of a total population of 178 manufacturing firms. The primary data was collected, coded; correlations and regression analysis were done using SPSS Version 21. Findings revealed a significant positive relationship between marketing mix strategies and sales performance, marketing mix strategies and marketing culture, and marketing culture and sales performance; marketing culture explains more of the variation in sales performance. The use of cross-sectional and quantitative methodology limits the researcher’s ability to make causal inferences and to examine behavioural change over time. Nevertheless, the insight gained from the conceptual framework and ideas posited are useful for developing a future research agenda. There is need for manufacturing firms to promote and recognize marketing culture and marketing mix strategies among CEOs and sales representatives.
|
|
| 14. |
- Komunda, Mabel Birungi, et al.
(författare)
-
Can Efficacious Service Recovery Enable Retention of Complaint-Averse Savvy Customers?
- 2023
-
Ingår i: Journal of Service Science and Management. - : Scientific Research. - 1940-9893 .- 1940-9907. ; 16:06, s. 670-693
-
Tidskriftsartikel (refereegranskat)abstract
- This study examined whether the relationship between service recovery and customer loyalty was statistically significant, and to examine the influence of firm responses on customer loyalty. Descriptive cross-sectional survey and stratified random sampling were used to produce a sample of 384 phone subscribers. Pilot study established reliability and validity of the questionnaire and testing for parametric assumptions performed. Descriptive statistics and inferential statistics (factor analysis, correlations, and regression tests) were used to analyze the data. Results indicated that these relationships were all positive and statistically significant. Moreover, combined impact of service recovery, firm responses, and service quality on customer loyalty was the strongest. Based on the findings, policymakers, and managers of mobile phone companies in Uganda should focus more on service quality, which showed the highest beta values and had a relatively high predictive value for customer loyalty. This study contributes to extant literature by illuminating firms’ responses to service recovery, by offering more explicit clarification of the relationship between service recovery, firm responses and customer loyalty. Mobile phone companies should improve how customer complaints are handled by considering the various dimensions of firm responses. Because of the study’s cross-sectional design, there remains a need to expand our knowledge by conducting similar but longitudinal studies.
|
|
| 15. |
- Magnusson, Johan, et al.
(författare)
-
Incumbents and Challengers : Conflicting Institutional Logics in SaaS ERP Business Models
- 2012
-
Ingår i: Journal of Service Science and Management. - : Scientific Research Publishing, Inc.. - 1940-9893 .- 1940-9907. ; 5:1, s. 70-76
-
Tidskriftsartikel (refereegranskat)abstract
- With a shift in the architecture for the design and delivery of information systems (IS), new business models are emerging. Professional analysts predict that by the end of 2012, a majority of all enterprise-wide information systems will be delivered by a business model dominated by services rather than by on-site installations. This paper reports on a research project conducted between 2009 and 2011 that involved case studies of Enterprise Resource Planning (ERP) systems delivered according to a Software as a Service (SaaS) logic. Using a business model ontology, 10 case studies in the Swedish ERP market were conducted and analyzed. After constructing generic business models that explain two types of vendors in the market—the Incumbents (the traditional ERP vendors) and the Challengers (the new SaaS ERP vendors)—a discussion follows, based on institutional logic, which examines how these two groups of vendors adapt the dominant institutional logic. As the results show, both vendor groups hybridize their business models using the other’s institutional logic. At the same time, the vendors differentiate themselves as they try to establish the dominance of their own logic.
|
|
| 16. |
- Mihailescu, Daniela, 1967-, et al.
(författare)
-
Exploring the Nature of Information Systems Development Methodology : A Synthesized View Based on a Literature Review
- 2010
-
Ingår i: Journal of Service Science and Management. - : Scientific Research Publishing, Inc.. - 1940-9893 .- 1940-9907. ; 3:2, s. 265-271
-
Tidskriftsartikel (refereegranskat)abstract
- New Information Systems Development Methodologies (ISDMs) are suggested in the belief that their deployment would be beneficial to consultants in their work. A large number of ISDMs already exist but their value has been questioned and at the same time new methodologies continue to be introduced in an attempt to support and improve the practice of information systems development work. What is not always clear from current studies is that ISDM is a multi-perspective and cross-discipline phenomenon. Although a large amount of knowledge of ISDM is available, different disciplinary interests have resulted in fragmented assessments of it. This paper intends to identify theoretical perspectives applied in the conceptualization of ISDM. A review of the literature on ISDM was conducted and four different theoretical perspectives were identified: 1) system, 2) structure, 3) innovation, and 4) knowledge. While each perspective provides various overarching depictions of ISDM, the synthesized view of ISDM provided in this study reveals the complexities and ambiguities of a multifaceted phenomenon such as ISDM. Suggestions for an alternative conceptualization of ISDM are provided in an attempt to facilitate the investigation of ISDM.
|
|
| 17. |
- Nordmark, Ingrid, et al.
(författare)
-
Integrated Logistics Network for the Supply Chain of Locally Produced Food, Part II: Assessment of E-Trade, Economic Benefit and Environmental Impact
- 2012
-
Ingår i: Journal of Service Science and Management. - : Scientific Research Publishing, Inc.. - 1940-9893 .- 1940-9907. ; 5, s. 249-262
-
Tidskriftsartikel (refereegranskat)abstract
- In order to improve the logistics for locally produced food, and its integration with large-scale distribution systems, the conceptual idea of optimised and integrated logistics networks was analysed and demonstrated in a pilot project of local food producers in southern Sweden. The main objective of this paper was to assess the e-trade integrated logistics systems, economic benefits and environmental impact of integrated logistics systems, based on route optimisation analyses and producer data collected using questionnaires. The study revealed that the introduction of IT-systems for electronic trade had positive and negative economic effects. Internet-based cloud services designed for electronic business-to-business trading and coordinated transport with a common collection centre (CC) were important steps in the process of integration. The pilot project also showed the importance of a flexible organisation and a strong driving partner to con- tinue and develop collaboration. Route optimisation could reduce the route distances, decrease the environmental im- pact and provide economic benefits due to reduced working hours. The lowest estimated global warming potential from vehicle emissions was found when coordination was considered for collection to the CC and to and from the distribu- tion centre (DC). The lowest estimated potentials for acidification, eutrophication and human toxicity were found when integrated collections and deliveries took place during each route. To identify how the local food supply chains should be organised, more case studies of local food producers in different settings and under different conditions need to be carried out. With further case studies and surveys, more general patterns of variation and relations between variables may also be identified.
|
|
| 18. |
- Osarenkhoe, Aihie, 1960-, et al.
(författare)
-
Technology-based Service Encounter : A study of the use of e-mail as a booking tool in hotels
- 2014
-
Ingår i: Journal of Service Science and Management. - : Scientific Research Publishing, Inc.. - 1940-9893 .- 1940-9907. ; 7:6, s. 419-429
-
Tidskriftsartikel (refereegranskat)abstract
- Highlighted in this paper, is the extent to which a technological interface that enables customers to produce a service outcome, independent of direct service-employee involvement, is used by hotels of various categories in France. Extant literature has, to date, devoted more attention to the use of interpersonal buyer-seller interactions in the process of creating service outcomes. This paper aims to fill this void by contributing to existing knowledge on customer interactions with technology-based self-service delivery options.An exhaustive sample of 240 hotels located across 120 cities in France constituted the empirical setting. A one-way ANOVA that tested differences between means was used to assess the impact of hotel category (independent variable) on response time (dependent variable) among hotels in France. The findings show that there is significant dissimilarity in responsiveness across the hotel categories. A major implication of these findings for management is that the speed with which enquiries from current and potential customers are responded to is most likely a prelude to providing good quality technology-based buyer-seller interactions to create positive service outcomes using the Internet/e-mail. Major concepts in customer relationship management include the response speed of firms to questions and problems during the service encounter. The main contribution of this study is that it builds on existing literature on interpersonal and technological interfaces.
|
|
| 19. |
- Ziyarazavi, Merat, et al.
(författare)
-
From Theory to Practice - When and How to Implement Service Value Agreement
- 2013
-
Ingår i: Journal of Service Science and Management. - : Scientific Research Publishing, Inc.. - 1940-9893 .- 1940-9907. ; 6, s. 127-142
-
Tidskriftsartikel (refereegranskat)abstract
- Traditionally, a Service Level Agreement (SLA) is used as an appendix in IT Service Management agreements to set expectations and delineate the service delivery description as well as the terms and conditions of delivery. However, SLAs are unable to imply and guarantee the added values expected by the customer. Service Value Agreement (SVA) is a newly developed framework that identifies the deliverable added values along with metrics to measure the quality and quantity of achievements in terms of business added values. The objective of this study is to expand the concept of SVA for Application Management (AM) services and suggest guidelines for its implementation in real business cases. This goal is fulfilled through the case study approach and outsourcing industry contributions. Authors suggest discussing the concept of SVA from early stages of the sales lifecycle and implementing it gradually during the steady state phase. Combination of Service Value Mapping approach and Piloting method is suggested for SVA proposition as an option with successful practical history.
|
|
| 20. |
- Ziyarazavi, Merat, et al.
(författare)
-
Qualifying and Quantifying IT Services Added Values in Outsourcing Assignments—Service Value Agreement
- 2012
-
Ingår i: Journal of Service Science and Management. - Herndon, VA : Scientific Research Publishing. - 1940-9893 .- 1940-9907. ; 5:4, s. 318-330
-
Tidskriftsartikel (refereegranskat)abstract
- Traditionally, a Service Level Agreement (SLA) including service level metrics is used as an appendix in IT Service Management agreements to define the terms and conditions of delivery and set expectations. However, SLA neither implies nor guarantees the added values that are expected by the customer. Besides, due to the nature of IT services, there always exists uncertainty about the agreed services due to which the perceived risk for both customer and provider is high. Moreover, the quality and quantity of delivered values are mostly hidden by hazy marketing slogans. In order to guarantee the values of an offered service, the deliverable added values should be characterized properly, quantified by means of measurable metrics, and agreed upon between the two parties. Such comprehensive material, including the deliverable added values along with their measurable metrics, is called Service Value Agreement (SVA). This research proposes a platform for IT service offerings based on added values by identifying, as well as quantifying, an organization’s objectives in purchasing Application Management (AM) services from a provider firm.
|
|
| 21. |
- Magnusson, Johan, 1976, et al.
(författare)
-
Incumbents and Challengers: Conflicting Institutional Logics in SaaS ERP Business Models
- 2012
-
Ingår i: Journal of Service Science and Management. - 1940-9893. ; 5:1
-
Tidskriftsartikel (refereegranskat)abstract
- With a shift in architecture for information systems (IS) design and delivery, new business models are emerging. Professional analysts predict that by the end of 2012, a majority of all enterprise wide information systems will be delivered according to a business model dominated by services rather than on-premise installations. This paper reports from a research project conducted between 2009 and 2011, involving case studies of Enterprise Resource Planning (ERP) systems delivered according to a Software as a Service (SaaS) logic. A total of 21 cases involving 20 actors on the ERP market were conducted and analyzed through business model ontology. After constructing generic business models to explain two different types of vendors found in the market (the incumbent (traditional ERP vendor) and the challenger (new, solely SaaS ERP vendor)), a discussion based on institutional logic examines how the vendors adopt to dominating institutional logic. As the results show, both types of vendors can be seen as legitimating elements of their business models through the other party’s institutional logic, while at the same time differentiating itself in trying to establish their own logic as dominating in the field.
|
|
