Saravanan Raman, Norazah Mohd Suki, Lee Heng Wei and Subhaseni Chinniah
Trade-offs are unavoidable in a competitive and difficult economic environment, causing a challenge for those wanting to provide consistently high-quality service across all…
Abstract
Purpose
Trade-offs are unavoidable in a competitive and difficult economic environment, causing a challenge for those wanting to provide consistently high-quality service across all touchpoints in the service delivery ecosystem, included in which is the higher education (HE) sector. This study aims to explore the key factors influencing service trade-offs related to the efforts of academics in Malaysia’s HE sector.
Design/methodology/approach
A self-administered questionnaire was distributed to 400 full-time academics from several higher learning institutions in Malaysia. Data were analysed using the partial least squares-structural equation modelling (PLS-SEM) approach.
Findings
The results reveal that service trade-offs in the HE sector were heavily influenced by service priorities. Customisation of services, meeting individual student needs, working under immense pressure within tight timeframes and focusing on teaching and research jointly contribute to academics’ service trade-offs in the HE sector. Indeed, the nature of the job necessitates such trade-offs by default, as academics are unable to cancel or postpone classes due to scheduling constraints and the requirement to be physically present during class sessions.
Practical implications
HE administrators and managers should provide academics with adequate resources, effective work allocation and optimal timeframes for task completion, as service priorities are the key factors influencing service trade-offs in Malaysia’s HE sector. The satisfaction of these needs would enable academics’ service priorities and trade-offs to be better balanced, thereby contributing to better operational efficiency, boosting organisational performance and maintaining business sustainability.
Originality/value
The empirical results serve to clarify the key factors influencing service trade-offs in the HE sector, thus expanding the extant literature, which has mostly concentrated on describing the same phenomena in the manufacturing sector. The proposed service trade-offs model would serve as a guideline for operational efficiencies in the HE sector to prevent future recurrence and reduce the potential risk of service disruption, thus mitigating the risk of dissatisfaction.
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A. Seetharaman, Nitin Patwa, A.S. Saravanan and Abhishek Sharma
The purpose of this paper is to discuss how the rush of technological change will consolidate the worldwide reach of the internet with more capacity, specifically to control the…
Abstract
Purpose
The purpose of this paper is to discuss how the rush of technological change will consolidate the worldwide reach of the internet with more capacity, specifically to control the physical world, including the machines, industrial facilities and frameworks that characterize cutting-edge technology.
Design/methodology/approach
The data were collected from 203 respondents predominantly from emerging economies, specifically India and SEA. Most of the participants are working professionals. Structural equation modelling was used to analyze data, as it is a popular statistical technique because of its ability to model selected independent variables and take into account all possible forms of measurement error to test an entire theory.
Findings
The Industrial Internet of Things (IIOT) platform comprises four fundamental capabilities: connectivity, big data, advanced analytics and application development. The IIOT has the potential to provide a high level of synergies between the 4 Ms of manufacturing, namely, man, machine, material and method.
Research limitations/implications
The collected data are predominately from India and SEA (close to 75 per cent), while contributions from other regions are comparatively less, so the findings cannot be generalized to the global context.
Practical implications
It is in the interest of service providers to collaborate and provide a universal solution to retain legacy systems to minimize the investment and reduce the security threat, which could boost IIOT adoption while ensuring that manufacturers are able to leverage this new technology efficiently.
Originality/value
The framework obtained has good quality of validity and reliability indicators. Thus, an alternative framework has been added to customer expectation which is currently a popular topic in the technological changes.
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Kapila Fonseka, Adam Amril Jaharadak and Murali Raman
With the rapid development of technology in the 21st century, an ever-growing number of organisations are adopting digitalised technologies. The global economy connected with…
Abstract
Purpose
With the rapid development of technology in the 21st century, an ever-growing number of organisations are adopting digitalised technologies. The global economy connected with digitalisation is moving towards sustainable development. Individual firms adopt innovative technological strategies to consolidate their position in the competitive market. The study aimed to examine the management perception of the impact of E-commerce adoption (EC) on business performance (BP) – the moderating role of using artificial intelligence (AI).
Design/methodology/approach
A quantitative study using the deductive approach and the data collected from senior managers of the small and medium-sized enterprises (SMEs) in Sri Lanka, and 389 samples were collected using a simple random sampling method. EC, BP and AI were named as the independent, dependent and moderating variables in the model. Porters' generic strategies and resource-based views (RBVs) were applied as the foundation of the study.
Findings
The independent and moderating variables significantly influenced the BP. Managers' age, gender, education level and job position affect their perception.
Originality/value
The global economy is moving towards sustainable development using digitalisation. The firms should blend their strategies with digitalised platforms to survive in the competitive market.
Peer review
The peer review history for this article is available at the following link: https://publons.com/publon/10.1108/IJSE-12-2021-0752
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Samuel Jebaraj Benjamin, M. Srikamaladevi Marathamuthu, Saravanan Muthaiyah and Murali Raman
The purpose of this paper is to examine the affordability of private tertiary education for households in Malaysia.
Abstract
Purpose
The purpose of this paper is to examine the affordability of private tertiary education for households in Malaysia.
Design/methodology/approach
The relevant literature is reviewed to provide an overview of the affordability of private tertiary education. Data are obtained randomly from a private university in Malaysia and the results are analyzed using the one‐sample t‐test and one‐way ANOVA.
Findings
The proxy of affordability, which is the average household income, reveals the per capita average is more than three times the national average, which points out the non‐affordability of students from low and average earning households to afford private tertiary education in Malaysia. Financial assistance of students at the tertiary level is insufficient and may warrant further policy and administrative improvements to reach deserving students. There is also difference in income and hence affordability between urban‐rural households, a perspective that demands changes in the current income distribution policies. In order to address the issues highlighted in this study, salient suggestions have been proposed.
Originality/value
This paper reinforces the need to address the issue of affordability of tertiary education and its significant importance, especially to developing countries.
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V. John Paul Raj, Nara Srujana Rani, Sathish Pachiyappan and Saravanan Vellaiyan
Augmented reality (AR) has emerged as one of the significant transformative technologies in today’s business world. This technology overlays digital information and virtual…
Abstract
Augmented reality (AR) has emerged as one of the significant transformative technologies in today’s business world. This technology overlays digital information and virtual objects onto the real world, and it is viewed in smartphones, tablets, and AR glasses. It enhances user experience, facilitates interactive learning, and provides real-time information or supports customers to make decisions. This chapter tries to find the impact of AR on customer’s experience and willingness to buy furniture evidence from the manufacturing concern. Cross-sectional study was conducted with the help of a structured questionnaire. The data have been collected from 384 respondents who have exposure towards AR. Further, correlation analysis is employed to find the relationship and also regression analysis is used to check the influence level. The findings of the research reveal that most of the respondents found that AR very much useful in checking the furniture placement in home, and also it has helped respondents to make purchase decisions. Positive correlation was found between AR and customer’s experience and willingness to buy furniture. The study further finds that there is a significant impact of AR on customer’s experience and willingness to buy furniture. The findings of the study strengthen business organisations to effectively utilise AR to improve customer’s experience and willingness to buy furniture.
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Karen Desta Agulei, John T. Githaiga, Benson Dulo and Eric Oyondi Nganyi
This study aims to identify the bioactive compounds in the Onion (Allium burdickii [A.B]) bulb using Raman and Fourier transform infrared spectroscopy (FTIR) spectroscopy. It…
Abstract
Purpose
This study aims to identify the bioactive compounds in the Onion (Allium burdickii [A.B]) bulb using Raman and Fourier transform infrared spectroscopy (FTIR) spectroscopy. It assessed the extraction conditions of bioactive compounds from A.B. while evaluating the best extraction conditions.
Design/methodology/approach
The research opted for an experimental qualitative approach. It examined the extraction conditions of A.B., namely, temperature (°C), time (min) and mass-to-liquor ratio (M:R) using ultraviolet-visible spectrophotometry. Identification of bioactive compounds present in the dye was performed using Raman spectroscopy and the validation of the results was done by FTIR spectroscopy.
Findings
The study determined the best extraction conditions (time, temperature, M:R) for A.B bulb. The study confirmed the presence of bioactive compounds.
Research limitations/implications
The limitation was quantification of bioactive compounds in A.B bulb.
Practical implications
The findings prove that the A.B. bulb can provide a sustainable source of bioactive compounds (functionalized compounds). The study provides suitable extraction conditions for A.B. and further elaborates on the techniques for identifying bioactive compounds in A.B. bulb extracts.
Social implications
The study provides A.B. as a source of bioactive compounds and a clean dye for textile coloration.
Originality/value
To the best of the authors’ knowledge, there is no documented study on the qualitative analysis of bioactive compounds in A.B using Raman and FTIR. Therefore, the study fulfils the identified need to ascertain alternative procedures for the analysis of bioactive compounds.
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Saravanan G., Shanmugam S. and A.R. Veerappan
The purpose of this study is to investigate the physical, chemical and thermal characteristics of paraffin-blended fuels to determine their suitability as fuel in hybrid rockets.
Abstract
Purpose
The purpose of this study is to investigate the physical, chemical and thermal characteristics of paraffin-blended fuels to determine their suitability as fuel in hybrid rockets.
Design/methodology/approach
Wax fuels are viable and efficient alternatives to conventional rocket fuels, having excellent structural strength and thermal and mechanical properties. The authors report a study of the morphological, chemical and thermal properties of paraffin wax with and without additives for use as fuels in hybrid rockets. Scanning electron microscopy, X-ray diffraction and Fourier transform infrared spectroscopy were used for the morphological and chemical characterizations of the fuel blends. The thermal stability and combustion characteristics were assessed under an atmosphere of nitrogen by the simultaneous application of thermogravimetry and differential scanning calorimetry techniques.
Findings
The melting temperatures for pure paraffin and other formulations were around 61°C as seen in differential scanning calorimetry experiments. Variations in the compositions of monoesters, n-alkanes, fatty acids, carboxylic acids methyl and hydroxyl esters in the fuel samples were assessed using Fourier transform infrared spectroscopy. The assessment criterion was chosen as the relative content of carbonyl groups, and the ratio of the stretching vibration of the C–C bonds to the deformation vibration of the aliphatic carbon–hydrogen bonds was taken as the basis for the quantitative calibration. The crystal phases identified by X-ray diffraction were used to identify nonlinear chemicals and alkane lengths. Scanning electron microscopy validated homogeneity in the paraffin-blended samples.
Originality/value
This study presents the thermal stability and other relevant characteristics of fuel formulations comprising unconventional blends.
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This chapter is building conceptual background of psychological risk for international tourists. Drawing on Place Attachment Theory, Moral Disengagement Theory, Followership…
Abstract
This chapter is building conceptual background of psychological risk for international tourists. Drawing on Place Attachment Theory, Moral Disengagement Theory, Followership Theory, Job Demands-Resources, Acculturation Theory and Goal Progress Theory of Rumination, this chapter proposes a framework of psychological risks with six psychological risks that tourists could encounter in foreign destination: destination detachment risk, moral disengagement risk, risk of false risk assessment, burnout risk, risk of loneliness and risk of rumination. High destination detachment could lead tourists to behave less environmentally friendly, while high moral disengagement could lead tourists to behave less ethically friendly. Followership to the influencers in social media could lead tourists to engage in risk-taking behaviours and false risk assessment, leading to burnout risk, risk of loneliness and risk of rumination, where negative autobiographical memory is created and forming memory-related distress when they arrive homes. Place detachment and moral disengagement risk local environmental and social health, while burnout, loneliness and rumination pose risks for the tourists' psychological health. Several studies propose suggestions for the destination manager and tourists to manage the risk effectively and adequately, including place attachment and moral engagement campaign, careful travel planning and social support.
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Pennie Frow, Adrian Payne, Ian F. Wilkinson and Louise Young
The paper aims to consider the neglected area of customer relationship management (CRM) and customer management's “dark side”; and identify the key types of dark side behaviours…
Abstract
Purpose
The paper aims to consider the neglected area of customer relationship management (CRM) and customer management's “dark side”; and identify the key types of dark side behaviours of service providers as well as integrated approaches to CRM that will assist in overcoming dark side behaviour.
Design/methodology/approach
Based on an extensive literature review, supplemented by insights drawn from an on‐going longitudinal study of CRM, the authors develop a classification of dark side behaviour types.
Findings
The paper identifies ten forms of dark side behaviour that may be grouped into three broad categories based on means used and target. It illustrates how different types of dark side behaviours may be linked to the key strategic CRM processes.
Practical implications
The paper examines how these dark side practices may be addressed by adoption of a more enlightened approach to CRM.
Originality/value
The dysfunctional forms of CRM and customer management have been neglected as an area of research in marketing. The paper identifies and classifies service provider dark side practices and outlines how adoption of a more strategic approach to CRM can address dark side behaviours and move towards more enlightened marketing practices.