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The purpose of this paper is to investigate the importance of successful service recovery in the airline sector by examining the interrelationship between perceived justice, recovery satisfaction and overall satisfaction, customer trust and customer loyalty. Furthermore, the research assesses the mediating effect of overall satisfaction and customer trust on customer loyalty.

Data were collected via an airport intercept survey of Malaysia Airlines passengers who had experienced service failure. In total, 380 responses were used for the final analysis. The study uses partial least squares structural equation modelling technique with SmartPLS 3.0, in order to test and validate the research model and hypotheses posited.

The results reveal that: recovery satisfaction is significantly affected by procedural and interactional justice; distributive and procedural justice, as well as recovery satisfaction influenced overall satisfaction; customer trust is most influenced by interactional justice, distributive justice and recovery satisfaction; customer loyalty is positively affected by customer trust, overall satisfaction and recovery satisfaction; and the influence amongst recovery satisfaction and customer loyalty is partially mediated by customer trust and overall satisfaction.

The study contributes to a whole conceptual comprehension of the essential determinants of customer loyalty from the combined perspectives of three theories, namely, justice theory, expectancy disconfirmation theory and commitment-trust theory. This study successfully differentiates the three dimensions of perceived justice and assesses them individually to discern and compare their influence on overall satisfaction, recovery satisfaction and trust. In addition, the study finds that the influence of recovery satisfaction on loyalty is partially and sequentially mediated by trust and overall satisfaction.

This paper presents issues associated with the needs of collaborative supply chain management (CSCM) and proposes a planning stage of a CSCM framework.

The proposed planning stage of a CSCM framework incorporates issues of organisation profile, internal functional strategy and supplier‐customer strategy. The gauging absence of prerequisites (GAP) analysis technique which embedded in the knowledge‐based system is proposed in the planning stage to analyse the gap between the current and the desirable position (benchmark) for an effective implementation in organisation.

The planning stage framework provides information specifically for designing a CSCM by focusing on the organisation capability and business processes and discussed the important issues in planning a CSCM for business organisations, specifically for a manufacturing environment.

Further research could be carried out to capitalise the framework for improving the CSCM.

The proposed planning stage of a CSCM framework enables the chain members to identify key factors or issues for CSCM development.

The new aspects of the proposed CSCM are firstly, the proposed planning stage model is supported by a KBS approach. Secondly, the use of GAP analysis technique and finally, the planning stage framework provides information and issues for the design stage of CSCM framework.

The purpose of this paper is to compare the performance of the robot arm motion generated by neural controllers in simulated and real robot experiments.

The arm motion generation is formulated as an optimization problem. The neural controllers generate the robot arm motion in dynamic environments optimizing three different objective functions; minimum execution time, minimum distance and minimum acceleration. In addition, the robot motion generation in the presence of obstacles is also considered.

The robot is able to adapt its arm motion generation based on the specific task, reaching the goal position in simulated and experimental tests. The same neural controller can be employed to generate the robot motion for a wide range of initial and goal positions.

The motion generated yield good results in both simulation and experimental environments.

The robot motion is generated based on three different objective functions that are simultaneously optimized. Therefore, the humanoid robot can perform a wide range of tasks in real-life environments, by selecting the appropriate motion.

A new method for adaptive arm motion generation of a mobile humanoid robot operating in dynamic human and industrial environments.

The intention of this paper is to promote the model of knowledge‐based collaborative supply chain management (KBCSCM) system as an alternative strategy for organisations to resolve the problems in their current supply chain management (SCM) in the era of collaborative commerce (c‐commerce).

This paper covers the explanation of the KBCSCM system and the utilisation of the GAP analysis technique, which is embedded in the knowledge‐based system (KBS). Through this technique, the missing prerequisites of current organisations' position can be identified before implementation of some improvement programs.

This paper has described a hybrid KB/GAP analysis CSCM system for application in organisations, specifically for manufacturing environment. The valid, practical and consistent solutions that are provided by KBCSCM system would assist organisations in implementing CSCM as a strategy.

Future research could consider larger sample sizes and cover other industry types which include services industry.

The participants or players in supply chain will be able to measure their current capability in order to develop collaboration amongst them.

This paper highlighted the utilisation of KB approach in the SCM environment. A systematic planning of CSCM has not been developed before and the development of the KBCSCM system is believed to be crucial in order to improve the competitiveness of the organisation's SCM by assisting users to easily understand the position of their organisation.

The purpose of this paper is to identify the relevance of technology adoption factors and to explore how it can influence suppliers of automotive manufacturers to adopt the supply chain technology (SCT) within their organisations.

An empirical survey of Malaysian's automotive supplier was conducted to study those factors and also their relationship to the types of technologies being adopted. Data were collected using mail questionnaires which were sent to suppliers of two leading national automotive manufacturers. Out of 122, a total of 73 respondents were used for the purpose of the study. The study tested three hypotheses in data analysis.

The results of the analysis confirm that three identified factors namely; organisational structure, organisational size and supply chain member pressure have a positive relationship with the SCT adoption. The analysis shows these three hypotheses have been supported and satisfied the identified gaps.

Further research shall be carried out to explore and comprehend the impact of SCT adoption on organisational performance. In addition, future research should also investigate the impact of SCT adoption in other stages of the adoption process.

The proposed framework provides important insights into the key factors, which enable managers or supply chain practitioners to gain better understanding of these factors impacting SCT adoptions.

Up to now, there are neither detailed studies focusing on the identification of SCT adoption factors in Malaysia environment nor studies that try to look at the organisational adoption of a considerable number of SCT.

The purpose of this paper is to investigate supply chain management practices related to flexibility, value chain and capabilities. It describes an exploratory study to examine the interrelated factors to propose a research framework.

A comparative case study was conducted on several manufacturing organizations in the electrical and electronic industry, investigating the business drivers and response effect of a flexible value chain.

In general, all the organizations enhanced their manufacturing flexibility components with supply and logistic networks in order to be responsive to customers and gain tangible benefits. The core flexibility of the value chain can be defined from operational, supply and logistics perspectives where different levels of integration and implementation strategies offer different levels of flexibility response to volume and product mix.

Research through case survey requires further empirical investigation to quantify the determinants and the significance of the relationship theorized. However, the findings confirmed the practical aspect of manufacturers to consider flexibility in designing their value chain within the industry.

The paper highlights the fact that local manufacturers value the flexibility aspect of supply chains to stay competitive during demand uncertainties and being responsive to customers.

This research aims to improve supply chain management performance through the successful usage of ERP system. This can be through investigating the relationship between enterprise resource planning (ERP) system and supply chain management (SCM) performance in the context of Malaysian manufacturing companies that use ERP system.

The questionnaire survey was posted to the Malaysian manufacturing companies that are using ERP system in order to investigate the relationship between ERP system and SCM performance. The respondents of this study were the MIS or IT executives. A total of 80 usable responses were received and used in the analysis.

The findings of this research indicated that there is a positive and significant relationship between ERP system i.e. (integration, material management, production planning, and controlling), and SCM performance. The workflow management, however, does not have a significant relationship with SCM performance. The findings of this study imply that the successful implementation and the effective usage of ERP system can contribute toward enhancing supply chain management performance in many ways such as, integration of internal business processes, enhancement of information flow among different departments inside the company, improvement of the company's relationships and collaboration with outsourcing suppliers, customers, and supply chain partners.

This research focuses only on post‐implementation of ERP system life cycle, where ERP system passes through three implementation stages of system life cycle and that includes pre‐implantation stage, implementation stage, and finally post‐implementation stage. Two or three stages of ERP system life cycle could be investigated simultaneously.

There should be many success records in ERP system and this is to prove to companies that ERP systems can contribute toward improving their overall business performance. Therefore, this research encourages companies to adopt ERP systems and then contribute to technology diffusion. The finding of this study supports this justification and records a new success of ERP systems in Malaysian manufacturing companies.

The results of this study will enable companies to achieve optimum usage of ERP system after the implementation stage and help to avoid system failure and achieve better SCM performance. The study contributes toward technology diffusion between companies through reducing the likelihood of ERP systems failure, and therefore introduces ERP systems to other manufacturing companies in Malaysia.