Chih-Cheng Volvic Chen and Chih-Jou Chen
The purpose of this paper is to examine the impact of customer participation in the service delivery process by designing and testing an empirical model with the customers’ point…
Abstract
Purpose
The purpose of this paper is to examine the impact of customer participation in the service delivery process by designing and testing an empirical model with the customers’ point of view in mind.
Design/methodology/approach
Data are collected from 176 customers in the context of professional financial insurance services. The proposed model is analyzed with partial least squares (PLS) path modeling in SmartPLS 2.0 software.
Findings
The results of the study show that customer participation produces positive effects on customer satisfaction and affective commitment through the customer relational value. Affective commitment is a strong predictor of repurchase intention, but no relationship between customer satisfaction and repurchase intention was found.
Practical implications
This study suggests that customer participation can be a win-win situation for customers and the service firm. Customers who create relational value with their service providers effectively enjoy their services more and are more likely to build and maintain long-term relationships with their service firm.
Originality/value
The findings highlight the roles of the customer and indicate the heuristic value of viewing customer satisfaction and affective commitment as consequences of customer participation. By identifying the effects of customer participation in the service interaction, organizations can determine optimum roles for customers in the service delivery process that will yield a more efficient use of organization resources and improve operational performance.
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Ching-Hsin Wang, Chih-Han Chen, Chih-Cheng Chen and Hsi-Huang Hsieh
At present, relevant studies on circular supply chains are gradually increasing. However, the majority only focus on precautions or obstacles in the implementation of supply…
Abstract
Purpose
At present, relevant studies on circular supply chains are gradually increasing. However, the majority only focus on precautions or obstacles in the implementation of supply chains, rather than delving deeper into the decarbonization of processes within circular supply chains. Therefore, this study took the rubber recycling industry as an example, highlighting the decarbonization of the manufacturing process for remanufactured products in this industry. Subsequently, a feasible framework for future practice was established, serving as a valuable reference for companies in the industry.
Design/methodology/approach
This study first selected key factors from the initial aspects and criteria using the fuzzy Delphi method (FDM), followed by ranking the importance of the selected aspects and criteria using fuzzy decision-making trail and evaluating laboratory (FDEMATEL).
Findings
This study has confirmed which directions the manufacturing processes of remanufactured products need to move toward so as to achieve the goal of decarbonization when implementing circular supply chains. The main aspects include environmental, social and economic benefits as well as value recovery. In addition, the main directions for implementing circular supply chains in the industry are cooperating with different supply chain partners, having effective reverse logistics systems, collaborating with multiple companies, optimizing technology and developing the industrial symbiosis network.
Research limitations/implications
Research results vary due to industry differences. Although the results of this study can be used for reference in other high-pollution industries, they are unable to be perfectly in line with their current states. Therefore, more in-depth research is needed in the aspect of decarbonization for other industries.
Originality/value
The rubber recycling industry chosen by this study is different from general industries since its raw materials consist predominantly of waste. Therefore, it is an imperative trend to perform decarbonization in circular supply chains. This study establishes a novel framework to provide industry players and their stakeholders with clearer and more targeted implementation objectives for reference.
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Moh. Wahyudin, Chih-Cheng Chen, Henry Yuliando, Najihatul Mujahidah and Kune-Muh Tsai
The food industry is continuously developing its online services called food delivery applications (FDAs). This study aims to evaluate FDA's importance–performance and identify…
Abstract
Purpose
The food industry is continuously developing its online services called food delivery applications (FDAs). This study aims to evaluate FDA's importance–performance and identify strategies to maximize its potential gains from a business partner's perspective.
Design/methodology/approach
Data are collected from 208 FDA partners in Indonesia. Importance–performance analysis (IPA) is applied to evaluate the FDA feature and extended the theory of potential gain in customer value (PGCV) to achieve potential gains from FDA business partners.
Findings
This study provides a clear and measurable direction for future research to develop FDA performance. Owning customer data, revenue sharing and competitive advantage are the most potential gains from joining the FDA from the business partner perspective.
Research limitations/implications
The respondents are restaurants from the micro, small, and medium enterprises levels. Further research should involve middle to upper level restaurants to discover all business partners' perceptions. This will be very helpful for FDA providers interested in improving the best performance for all their partners.
Practical implications
FDA providers must focus on improving and maintaining the features of owning customer data, revenue sharing, competitive advantage, stable terms and conditions, customer interface, building customer loyalty, online presence, user credit rating, promotion and offers, delivery service and sales enhancement to increase consumer satisfaction and meet the expectations desired by business partners.
Originality/value
This research provides a meaningful theoretical foundation for future work. It extends the theory of PGCV using the value of a partner perspective as a substitute for customer value; hence, the authors call it a potential gain in partner value.
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Yuh-Jiuan Parng, Taufik Kurrahman, Chih-Cheng Chen, Ming Lang Tseng, Hiền Minh Hà and Chun-Wei Lin
This study aims to construct a valid hierarchical sustainable human resource management (SHRM) model with interrelationships among its attributes in terms of qualitative…
Abstract
Purpose
This study aims to construct a valid hierarchical sustainable human resource management (SHRM) model with interrelationships among its attributes in terms of qualitative information.
Design/methodology/approach
This study applies the fuzzy Delphi method to validate SHRM attributes and visualize the causal interrelationships among these attributes using a fuzzy decision-making trial and evaluation laboratory method.
Findings
This study finds that green performance management and compensation lead to human resource benefits and economic sustainability in the HRM model.
Practical implications
Open environmental communication, green human resource planning, green training and development, employee eco-friendly behavior and organizational culture are the top five criteria supporting practical improvement in the healthcare industry.
Originality/value
The emergence of new, unprepared, and inexperienced health care entities with inadequate human resource management (HRM) potentially causing social problems within the industry, SHRM is necessary to balance the social, environment, and economic performance and must be studied by both academicians and practitioners. However, the HRM application field is still in its infancy, which limits the understanding of its potential.
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Hsing-I. Hsiang, Chih-Cheng Chen, Liang-Fang Fan and Hao-Yin Cheng
The interaction between the silver powder and organic vehicle largely determines the rheological behavior of silver conductive paste. This study aims to prepare silver conductive…
Abstract
Purpose
The interaction between the silver powder and organic vehicle largely determines the rheological behavior of silver conductive paste. This study aims to prepare silver conductive paste with an organic vehicle system consisting of ethyl cellulose (EC) and terpineol/butyl carbitol acetate solvent mixtures. The study also aims to measure the rheological behaviors of the silver conductive pastes with different solvent mixtures, EC molecular weights and silver content, to investigate the interaction among the polymer, solvent and silver powder and determine the main factors affecting the thixotropic index and maximum silver content.
Design/methodology/approach
The rheological behaviors of silver conductive pastes with different solvent mixtures, EC molecular weights and silver content were investigated using viscometer.
Findings
The shear thinning became significant with increasing EC molecular weight. The EC solvation with higher molecular weight in solvent is better than that of EC with lower molecular weight. This leads to a stronger interaction between the silver powder and EC with higher molecular weight and consequently good silver particle dispersion. The relative viscosity of silver conductive paste at 10 s−1 increases significantly with increasing silver content, but the relative viscosity at 100 s−1 is much less sensitive to the silver content. The viscosities at low and high shear rate can be increased by increasing the silver content and EC molecular weight, respectively.
Originality/value
The interaction among the polymer, solvent and silver powder was investigated for the silver paste with high solid content. The main factors affecting the viscosities at high and low shear rates, thixotropic index and maximum silver content were determined.
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Ming-Lang Tseng, Chih-Cheng Chen, Kuo-Jui Wu and Raymond Tan
This study integrates economic/ecology (eco)-attributes and performance to build a sustainable service supply chain management (SSCM) model.
Abstract
Purpose
This study integrates economic/ecology (eco)-attributes and performance to build a sustainable service supply chain management (SSCM) model.
Design/methodology/approach
This study proposes the use of the fuzzy Delphi method to screen for the less important attributes and applies a network data envelopment analysis to explore the hierarchical and eco-efficient network interrelationships. The causality and hierarchal eco-efficient model is acquired using a fuzzy decision-making trial and evaluation laboratory analysis
Findings
The findings are as follows: (1) the information and technology management process is derived by enhancing sustainable customer and supplier relationship management, and (2) the eco-efficient model is improved based on long-term relationships with suppliers – that is, synergistic suppliers improve the service chain quality and provide services in an appropriate and timely manner – and research and development coordination. The theoretical and managerial implications are discussed.
Research limitations/implications
The eco-efficient model reveals that the sustainable customer relationship management process, sustainable supplier relationship management process and information and technology management process are the major causal attributes in the model.
Practical implications
The eco-efficient model must be based on (1) long-term relationships with suppliers, (2) synergistic suppliers to improve service chain quality, (3) the provision of services in a timely manner and (4) research and development coordination.
Originality/value
Prior studies neglect to build an ecological economy model using the efficiency causality model of hierarchical interrelationships. Traditional SSCM fails to involve the triple bottom line performance toward sustainability.
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Chih-Cheng Volvic Chen, Chih-Jou Chen and Ming-Ji James Lin
The purpose of this paper is to examine the impact of customer participation in a service delivery process by designing and testing an empirical model with the employees’ point of…
Abstract
Purpose
The purpose of this paper is to examine the impact of customer participation in a service delivery process by designing and testing an empirical model with the employees’ point of view in mind.
Design/methodology/approach
Using data collected from 166 pairs of customers and service employees in the context of professional financial insurance services, this study uses partial least square path modeling in SmartPLS to analyze the proposed model.
Findings
The results of the study show that customer participation produces positive effects on employees’ job satisfaction only if such participation minimizes job stress and meets employees’ relational needs. Job stress and satisfaction were strong predictors for organizational commitment, but the proposed relationship between relational value and organizational commitment was not found.
Practical implications
This study suggests that customer participation can be a win-win situation for employees and the service firm. Employees who create relational value with their customers effectively enjoy their jobs more and are more likely to build and maintain long-term relationships with their service firm.
Originality/value
The findings highlighted the roles of the customer and the employee and indicated the heuristic value of viewing job satisfaction and organizational commitment as consequences of customer participation. This can enhance the understanding of how encounters should be designed to support employees and improve the co-creation of value.
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Michelle Chaotzu Wang and James Quo-Ping Lin
The purpose of this paper is to introduce a progressive strategy of the National Palace Museum (NPM) using new media art exhibitions as a creative marketing tool to interpret its…
Abstract
Purpose
The purpose of this paper is to introduce a progressive strategy of the National Palace Museum (NPM) using new media art exhibitions as a creative marketing tool to interpret its collection, generate cultural value and navigate the greater global context.
Design/methodology/approach
A review of museum marketing literature and the challenges presented by Taiwan’s sociopolitical situation contextualize discussions on marketing activities and the emergence of museum-commissioned new media art at the NPM within the past two decades.
Findings
Democratic potency inherent in the digital medium has enabled the NPM to transcend the conflicting cultural perceptions surrounding its collection and fulfill the function of market expansion and cultural transmission.
Originality/value
Specialized heritage museums, such as the NPM, do not traditionally create or collect contemporary artworks that engage in ongoing cultural dialogues. This paper brings into view the novelty of using the digital medium to generate cultural value as exemplified in the new media art commissioned by the NPM.
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Wen-Hong Liu, Paohsi Wang, Hsiao-Chien Lee, Yi-Juen Chen, Ayling Huang, Yung-Chuan Ko, Chun-Cheng Kuo and Chih-Cheng Lin
This study aims to examine the efforts of two universities in Taiwan, particularly their engagement in coastal rural communities, and provides insights into the substantial…
Abstract
Purpose
This study aims to examine the efforts of two universities in Taiwan, particularly their engagement in coastal rural communities, and provides insights into the substantial contributions of University Social Responsibility (USR) projects toward achieving the sustainable development goals (SDGs) in rural settings. The objective of this research is to analyze the outcomes of these case projects on the SDGs and, consequently, to propose a theoretical model aimed at enhancing student participation in achieving SDGs through USR programs.
Design/methodology/approach
This study adapted the methodology comprising SDGs contribution analysis and participant observation. The SDGs contribution analysis unfolds in three steps. First, the authors conducted evaluation of the 2030 Agenda for Sustainable Development. This step involved a thorough analysis of all 17 SDGs and their respective targets to establish a foundational understanding. Second, analyzed the outcomes of the case projects to examine the specific contributions of case projects toward achieving the SDGs. Third, the information from the preceding steps is analyzed to determine the extent of the case projects’ contributions to the SDGs.
Findings
The study proposes a theoretical model to enhance student engagement in achieving SDGs, emphasizing student empowerment, community partnership and robust evaluation methods aligned with SDGs and social impacts. This model could offer guidance for higher education institutions (HEIs) globally on utilizing USR programs to contribute to the SDGs, while simultaneously enriching student learning experiences through practical engagement and empowerment.
Research limitations/implications
This model can be enhanced and validated by applying more rigorous scientific methods. For instance, conducting surveys on students and community participants of events and activities, utilizing a statistically rigorous approach such as pre-post testing, can analyze the effectiveness of these programs on various SDG-related variables (e.g. awareness of SDGs). Additionally, exploring the relationships between the tested variables can be a potential research direction. For instance, examining whether community engagement can positively increase the social impacts of USR projects, or whether student empowerment can enhance community capacity building, are important issues worthy of discovery.
Practical implications
This model emphasizes the pivotal role of student empowerment, advocating for an educational approach that not only enhances students’ proficiency in community development but also potentially shapes their career trajectories, as evidenced by the case projects examined in this study. In essence, this model offers HEIs a structured pathway to enrich student engagement in realizing SDGs through USR initiatives. It posits student empowerment as the foundational element, fostering a learning environment where students gain valuable skills and insights into community development, potentially guiding their future professional endeavors. This research provides practical direction for those HEIs implementing USR projects, which will increase the positive impacts brought by HEIs, especially for the students and local community.
Originality/value
To the best of the authors’ knowledge, no previous studies have proposed a theoretical model specifically designed to engage students in achieving SDGs through USR programs in a rural context. The significance of this study lies in its potential to serve as a guide for higher education institutions globally, enabling them to effectively leverage USR programs to contribute toward SDGs. This makes the study an invaluable resource for researchers, policymakers and educators who are committed to fostering sustainability.
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Chao‐Ton Su, Mu‐Chen Chen and Guang‐Chih Cheng
Total quality management (TQM) has been widely brought into action to improve the business’s essence in industries. In Taiwan, the computer and its peripheral industry is becoming…
Abstract
Total quality management (TQM) has been widely brought into action to improve the business’s essence in industries. In Taiwan, the computer and its peripheral industry is becoming a real global business. Most of the companies are buying and selling goods and services all through the world’s business community. The current progress toward TQM is one of the most noteworthy changes in Taiwan’s computer and its peripheral industry. Uses questionnaires to survey the implementation issues of TQM in the computer and its peripheral industry in Taiwan. A total of 40 companies responded to the questionnaires in the survey. Observing the survey results, the quality performances of most Taiwan’s computer and its peripheral companies are still vulnerable. Meanwhile, the training programs of related quality management techniques need further conduct to improve the quality management system.