DonHee Lee, Sang M. Lee, David L. Olson and Soong Hwan Chung
The purpose of this paper is to propose a model to examine the impact of organizational support on behavioral intention (BI) regarding enterprise resource planning (ERP…
Abstract
Purpose
The purpose of this paper is to propose a model to examine the impact of organizational support on behavioral intention (BI) regarding enterprise resource planning (ERP) implementation based on the technology acceptance model (TAM).
Design/methodology/approach
A research model is proposed which describes the effects of organizational support, both formal and informal, on factors of TAM. A survey questionnaire is developed to test the proposed model. A total of 700 of questionnaires are distributed to users in small and medium enterprises that have implemented ERP systems in Korea and 209 responses are used for analyses. Structural equation modeling is employed to test the research hypotheses.
Findings
The results indicate that the organizational support is an important factor for perceived usefulness (PU) and perceived ease of use (PEOU). PU and PEOU seem to lead to a higher level of interest in the ERP system and BI to use the system. The most notable finding of our study is that organizational support is positively associated with factors of TAM.
Research limitations/implications
The survey data used in this paper are collected from small‐ and medium‐sized companies in South Korea. Thus, the respondents in these firms might have been trained at different levels or on different modules of ERP, which would yield diversity in subject experience with different ERP systems.
Originality/value
To improve the efficiency and effectiveness of ERP implementation in a real world environment, organizations need to better understand user satisfaction. The TAM model provides a theoretical construct to explain how user satisfaction is affected.
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Sang M. Lee, DonHee Lee and Marc J. Schniederjans
The purpose of this paper is to examine supply chain (SC) innovation for improving organisational performance in the healthcare industry.
Abstract
Purpose
The purpose of this paper is to examine supply chain (SC) innovation for improving organisational performance in the healthcare industry.
Design/methodology/approach
A research model is proposed which describes the impact of SC innovation, supplier cooperation, SC efficiency, and quality management (QM) practices on organisational performance. The proposed research model and hypotheses were tested using structural equation modeling based on data collected from 243 hospitals.
Findings
The results of the study support that organisational performance is positively associated with constructs of each SC innovation factor. Innovative design of SC has a significant impact on selection of and cooperation with excellent suppliers, improved SC efficiency, and encouragement of QM practices.
Research limitations/implications
The data used in this study were collected from relatively large hospitals with more than 100 beds in South Korea. The generalization of the study results may be limited by the size of sample hospitals.
Originality/value
This study provides useful planning information in the healthcare industry. The results suggest successful implementation of SC management is attained through continuous SC innovation with supplier cooperation, which in turn improves organisational performance.
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Min Zhang, Lu Wang, Ran Wang and Jingjing Xiong
In the mobile internet era, the path and mechanism of hospital patient-perceived quality have been changed radically. The purpose of this study is to develop a scale that…
Abstract
Purpose
In the mobile internet era, the path and mechanism of hospital patient-perceived quality have been changed radically. The purpose of this study is to develop a scale that adequately captures the characteristics of hospital service quality from the patient’s perspective under the background of the mobile internet.
Design/methodology/approach
Based on previous related research and interviews with focus groups, this paper conceptualized, constructed, refined and tested a multiple-item scale that examined key dimensions of hospital process service quality in the mobile context. To validate this scale, data were collected through two formal surveys in Chinese hospitals and were used to test the reliability and validity of the instrument.
Findings
The final measurement scale contains three dimensions, that is, environment conditions, attitude and behavior and technical convenience. With the help of this quality scale, hospital managers could have a better understanding of patients’ expectations under the new condition and pinpoint appropriate initiatives to fill the service gap.
Originality/value
This study focuses on service quality measurement issues related to the application of mobile internet technology in traditional clinical settings, such as hospitals. This paper develops an original and specific service quality scale that catches the online and offline characteristics of the hospital process in the mobile setting and considers both human-technology interaction and human-human interaction.
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Mehir Baidya, Bipasha Maity and Susobhan Goswami
Managers use several touchpoints to provide a positive experience for customers in an experience economy. Past studies ignored how the touchpoints complement one another in…
Abstract
Purpose
Managers use several touchpoints to provide a positive experience for customers in an experience economy. Past studies ignored how the touchpoints complement one another in creating synergy, even though this issue has tremendous managerial implications. This research paper aims to examine the role of a set of value-driven touchpoints' in providing and managing the customer experience.
Design/methodology/approach
Four hypotheses were formulated concerning the relationship between various value-driven touchpoints and the consumer experience. Data were collected from 360 respondents, and an econometric model was fitted to the data.
Findings
The results showed that touchpoints representing economical, functional, informational and convenient values impact the customer experience and complement one another.
Practical implications
The findings of this study should assist managers in framing a customer-facing strategy for providing a positive experience to customers.
Originality/value
Using primary data and an econometric model, this research extends the theory on the relationship between value-driven touchpoints and customer experience, hence, adding value to the existing corpus of marketing literature.
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Although high-performance work practices (HPWPs) are considered to have a strong influence over organizational performance, researchers are not unanimous about the exact mechanism…
Abstract
Purpose
Although high-performance work practices (HPWPs) are considered to have a strong influence over organizational performance, researchers are not unanimous about the exact mechanism through which the impact of HPWS transcends to organizational performance. The purpose of this paper is to explore two explanatory theories (job characteristics theory and psychological impact theory) of HRM and examine their possible mediation effect on the relationship between HPWPs and organizational performance.
Design/methodology/approach
Structural equation modeling was used to examine the mediation effect.
Findings
Four constituents of job characteristics theory (autonomy, feedback, skill variety and task significance) and two constituents of psychological impact theory (job satisfaction and organization citizenship behavior) reported partial mediation.
Originality/value
The paper is based on primary data collected by author.