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This study aims to simultaneously examine customer complaints through the proposed novel Design for Six Sigma (DFSS) model which incorporates of creating the new insurance services to win customers' hearts and mind for the insurance industry.

A novel DFSS research methodology which includes the theory of inventive problem solving (TRIZ), Pugh concept selection, creative product analysis matrix and importance–satisfaction model (I–S Model) was proposed. In addition, a real insurance company case was studied to illustrate the effectiveness of the proposed DFSS model.

The results of a novel DFSS model not only can establish new services, but also can dramatically reduce the cost of resolving customer complaints.

The findings of this study are useful for insurance companies and other related service providers in devising tailored strategies to offer quality and suitable services to their customers.

This study addresses the paucity of research and marketing gaps through the proposed novel DFSS model for the first time in the insurance industry. These study findings would enable researchers and practitioners to formulate strategies for solving customer complaints effectively and develop new services from time to time.

This paper investigates the influence of blockchain technology on trust and transparency within supply chain management. While existing research suggests blockchain has revolutionary potential, real-world evidence remains limited. This study aims to bridge this gap.

The research relies on transaction cost analysis and principal-agent theory to develop a conceptual model. The model proposes how blockchain fosters trust and transparency, ultimately leading to a market-based governance model within supply chains. Five different blockchain applications were analyzed in a multi-case study through document reviews and expert interviews to test the model’s assumptions.

The study’s findings challenge initial assumptions. The complexity of blockchain networks and a reluctance to share information among participants hinder blockchain technology’s ability to increase trust and transparency. Consequently, the expected reduction in opportunism and uncertainties is not observed, and a market-based governance model fails to materialize. In practice, supply chain partners gravitate toward permissioned blockchains managed by established consortia. Acting as trusted third parties, these consortia assume control over network management, rendering blockchain essentially unnecessary.

This paper sheds light on the practical limitations of blockchain technology in revolutionizing supply chain management. While blockchain promises much, the findings suggest that established consortia currently play a more critical role in fostering trust and transparency within supply chains.

We investigate how mindfulness can help women leaders manage the work–home conflict using boundary theory. In this daily diary study, we examine daily levels of mindfulness as an antecedent to daily self-control and perceptions of work–home conflict. We propose that higher levels of daily mindfulness act as a personal resource that fosters self-control capacity, and this leads to a greater ability to manage work–home conflict.

A total of 86 women enrolled in a 30-day online mindfulness training program and completed daily surveys after each daily mindfulness training session. Data was analysed using the multilevel structural equation modelling.

Results demonstrate that higher levels of daily mindfulness predict lower levels of daily work–home interference, and this relationship is mediated by self-control. This research supports the role of mindfulness through self-control on work–home conflict for women in leadership. Given the relatively high workforce participation among women with caregiving responsibilities, identifying resources that can be cultivated in order to enable more women to stay engaged in the workforce shows promise.

This study adds to the nascent literature of gendered mental health and well-being in leadership. Notably, women leaders often play a supportive role for employees and co-workers. Our findings suggest mindfulness training can be a useful tool to increase self-control resources in times of crises to mitigate the work–home conflict.

This study explores how emotional intelligence, customer orientation, deep acting and surface acting influence job satisfaction among middle managers in their interactions with customers, colleagues and business partners. By examining these factors, we aim to provide insights into their collective impact on job satisfaction and interpersonal dynamics within organizational contexts.

By involving 95 middle managers at Indonesian Internet service providers as respondents, this research used a questionnaire to collect data. Next, the data were analyzed using the partial least square-structural equation modeling (PLS-SEM) technique, which evaluated measurement models and structural models. A total of twelve hypotheses were tested in this study.

This study found that customer orientation does not have a significant effect on deep acting, thereby nullifying its indirect effect on job satisfaction. Conversely, it's demonstrated that both deep acting and surface acting serve as partial mediators in the relationship between emotional intelligence and job satisfaction. Furthermore, surface acting emerges as a partial mediator in the connection between customer orientation and job satisfaction.

By exploring the relationship between customer orientation, emotional intelligence and job satisfaction among employees, this study seeks to reveal novel insights. The study examines the impact of these critical elements, which are necessary for middle managers to effectively manage their emotions and cultivate significant connections, on their overall job satisfaction and interpersonal dynamics in their diverse responsibilities.

Prior research and theory have shown that transformational leadership can be developed through leader development programs (LDPs). To explain how this happens, research suggests a strong connection between an individual’s leader self-concept and their leadership behavior that can be manipulated through LDPs. The purpose of this article is to delve deeper into this phenomenon to understand how development occurs and to better understand how an LDP can improve leadership behaviors by influencing one’s self-concept and ultimately reduce the training transfer gap. As a broader goal, this article contributes to the existing literature on the value proposition of investing in LDPs.

We conducted an explanatory sequential design mixed-methods study to measure the development of participants and the impact of the program. The quantitative phase of the study used self-report surveys to measure the LDP’s impact on participants’ transformational leader behavior (TLB) and concept of themselves regarding leadership, their leader self-views (LSVs). The study also measured the relationship between LSVs and later enactment of leadership behaviors as the second hypothesis. The subsequent qualitative study was designed to understand the mechanisms that might explain the quantitative results.

The study’s empirical findings indicate a positive relationship between LSVs (efficacy, self-awareness and identity) and distal leader development outcomes (TBLs). The study’s findings also provide support for the claim that LDPs convert knowledge and skills into TLB, expanding an individual’s capacity to be effective in leadership roles and processes (Day & Dragoni, 2015). Qualitative results also show LDPs improve leader behavior by influencing their self-efficacy via providing tools and knowledge as well as building experimental mindset.

By showing LDPs' long term impacts, this paper demonstrates why short-term leadership development programs are worth investing.

The purpose of this study is to investigate the influence of design for lean six sigma (DFLSS) on operational functions of the innovation management model by appraising an innovation management assessment framework.

An empirical approach for evaluating causal relationships among various constructs in the model phases that identify optimum pathways in achieving commercial success was adopted. A quantitative analysis of survey data were collected from large, medium and small organiations, including incubators in ANZ (Australia, New Zealand) and TMSV (Thailand, Malaysia, Sri Lanka and Vietnam).

The structural equation modelling recursive path analysis results of the model provide empirical evidence and pathways through the various constructs considered in the model. All these pathways lead to delivering optimum commercialization success (CS). Furthermore, DFLSS is confirmed as an enabler and has direct one-to-one and indirect influence on all the operational function constructs of the model including commercial success.

This study had a relatively small sample size of completed responses obtained from the population and a constrained ability to compare commercialization success (CS) between the two regions in the dataset. Future studies could be conducted on a global scale to increase responses.

The research findings enabled the development of important and practical guidelines for managers and innovation practitioners engaged in planning and management of innovation.

This research offers a holistic approach for integrating DFLSS with stage gate phases of innovation management assessment framework, supported by empirical evidence, to aid organizations in effectively managing the innovation process and achieving greater success in commercialization.

The Inherent Jurisdiction of the High Court (the IJ) is used in safeguarding adults work to protect “vulnerable adults” whose autonomy is compromised but who have mental capacity as defined by the Mental Capacity Act 2005. Safeguarding Adult Reviews (SARs) frequently call on practitioners to develop legal literacy, including regarding the IJ. This study aims to explore and discuss how the IJ is presented in SARs and argues that there are systemic problems beyond legal literacy to consider in this area.

Relevant SARs (n = 29) were located through the National Network of Safeguarding Adult Board Chair’s library. These were thematically analysed to identify patterns regarding how the IJ is covered in these documents.

The reviews converged around specific experiential clusters (familial and domestic abuse, community-based exploitation and self-neglect). They entailed accounts of complex mental capacity issues and raised concerns about legal literacy. It was common to find situations where many other avenues for intervention had been exhausted and the IJ was proposed as a measure of last resort. The discussion of the IJ in SARs occasionally differs from prevailing legal accounts of its application, particularly regarding self-neglect and situations where a third party is not exerting coercion or control. The authors close the study with a discussion about legal literacy.

The IJ is an evolving area of law, and practitioners may therefore struggle to grasp its applicability. SARs are important resources for practitioners to learn lessons concerning this less commonly used legal mechanism. As a result, independent reviewers should be cautious about how they frame this legal remedy and consider whether this really is a case of “legal literacy”.

This study examines the carbon emissions of Australia’s agriculture, forestry and fishing sectors from a consumption perspective to develop effective policy frameworks. The objective is to identify key supply chains, industries and products contributing to these emissions and provide recommendations for sustainable development.

A multiregional input-output lifecycle assessment was conducted using the Australian Industrial Ecology Virtual Laboratory (IELab) platform to disaggregate sectors and enable benchmarking against other economic sectors.

In 2018, the “agriculture, forestry, and fishing” sector was responsible for 12.15% of Australia’s carbon footprint. Major contributors included the “electricity, gas, water, and waste” category (26.1%) and the sector’s activities (24.3%). The “transport, postal, and warehousing” sector also contributed 18.4%. Within the industry, the agriculture subsector had the highest impact (71.3%), followed by forestry and logging (15%) and fishing, hunting and trapping (7.6%). Aquaculture and supporting services contributed 6.1%.

The principal constraint encountered by the present study pertained to the availability of up-to-date data. The latest accessible data for quantifying the carbon footprint within Australia’s agriculture, forestry and fishing sector, utilizing the Input-Output analysis methodology through the Australian Industrial Ecology Virtual Laboratory (IELab) platform, about 2018.

The findings of this study provide policymakers with detailed insights into the carbon footprints of key sectors, highlighting the contributions from each subsector. This information can be directly used to develop effective emission-reduction policies, with a focus on reducing emissions in utility services, transport and warehousing.

The study, by raising public awareness of the significant role of industrial agricultural methods in Australia’s carbon footprint and emphasizing the importance of renewable energy and sustainable fuels for electricity generation and road transport, underscores the urgent need for action to mitigate climate change.

This study stands out by not only identifying the most impactful industries but also by providing specific strategies to reduce their emissions. It offers a comprehensive breakdown of specific agricultural activities and outlines mitigation strategies for utility services, agricultural operations and transport, thereby adding a unique perspective to the existing knowledge.

This study aims to synthesize existing findings in the gig worker training literature and identify the training rationales adopted by these studies, using a synthesized framework of organizational training rationales. This study seeks to delineate the rationales behind gig worker training and highlight unaddressed training needs within digital platforms, ultimately proposing a research agenda for future studies in this area.

A systematic review methodology is adopted to synthesize and analyze empirical, peer-reviewed studies on gig worker training.

The systematic review reveals that competency and economic rationales are predominantly adopted in gig worker training studies, with the relationship rationale, common in traditional training, notably absent. This study also outlines seven future research directions to highlight identified challenges and unaddressed training needs.

To the best of the author’s knowledge, this study is the first work that systematically reviews existing findings on gig worker training.

This study aims to examine the relationship between tie strength and poor asnaf student’s normative commitment and its impact on behaviour.

A sample of 129 poor asnaf students participated in this study. SMART-PLS 3.2.8 was used to analyse the data.

The findings show that the tie strength dimension (trust, emotional intensity, mutual confiding and relational exchange) positively relates to poor asnaf student’s normative commitment. Also, the result shows that poor asnaf students’ normative commitment is positively related to recipient behaviour.

This study focuses on poor asnaf students receiving zakat financial education aid.

The findings provide valuable information on the factors that encourage poor asnaf students’ normative commitment. Related parties, such as the zakat institution, could use these findings to plan further action to enhance the poor asnaf student’s normative commitment and behaviour.

The study showed that the social tie strength framework could be used to determine the variables affecting poor asnaf student’s normative commitment and behaviour.