The effect of service quality, innovation towards competitive advantages and sustainable economic growth

Modelling the significance of strategic orientation for competitive advantage and economic sustainability: the use of hybrid SEM-neural network analysis

Economic sustainability involves the development of an organisation that meets its future needs through an integrated policy, planning, and social learning process. The purpose of this study was to investigate the mediating role of competitive advantage in the relationship between strategic orientation and economic sustainability under unpredictable circumstances. This study collected quantitative data from a total of 284 halal small and medium enterprises (SMEs) from Indonesia through structured interviews. Data were analysed using partial least squares structural equation modelling (PLS-SEM). Moreover, this study adopted artificial neural network (ANN) analysis for a model-free estimation using non-linear, multilayer, and parallel regression. The results revealed statistically significant and positive effect of strategic orientation on economic sustainability. Additionally, this study found that competitive advantage expanded the effect of strategic orientation on economic sustainability. Findings of ANN analysis confirm high prediction accuracy of the model. Findings of the sensitivity analysis highlighted the importance of innovation, network and technological orientation, and the positive effect of competitive advantage on halal SMEs economic sustainability. In order to achieve long-term economic sustainability, halal SMEs should therefore focus on innovation capacity, vertical and horizontal networking and adoption of the latest technologies. The uniqueness of this study focused on the strategic orientation and value of competitive advantage of halal SMEs towards economic sustainability. Additionally, this study was the first to develop hybrid SEM-neural network analysis to apply sensitivity analysis for the evaluation of the contribution of each exogenous predictor towards the endogenous construct.

Toward Economic Growth and Value Creation Through Social Entrepreneurship: Modelling the Mediating Role of Innovation

The concept of social entrepreneurship emerged as a significant factor that contributes toward public welfare and prosperity. Recent studies showed that social entrepreneurship influences the economic growth and sustainability of the state. Therefore, the underlying aim of this study was to investigate the impact of social entrepreneurship on sustainable economic growth and value creation. This study also undertook to observe the mediating role of innovation in the relationship between social entrepreneurship and sustainable economic growth and between social entrepreneurship and value creation. A questionnaire technique was adopted to obtain data from 343 tour operators in China. The Smart-PLS software was used to analyze the data through the aid of a structural equation modelling (SEM) technique. The results revealed that social entrepreneurship has an effect on sustainable economic growth and value creation. The results also demonstrated that innovation has an effect on sustainable economic growth and value creation. Moreover, it was also observed that innovation mediated the relationship between social entrepreneurship and sustainable economic growth and between social entrepreneurship and value creation. Theoretically, this study made a valuable contribution by examining the impact of social entrepreneurship on sustainable economic growth and value creation and innovation as a mediator. In terms of practical implications, this study would certainly aid the policymakers to devise policies and strategies aim to encourage and promote social entrepreneurship. Moreover, future studies can introduce other mediating and moderating variables in order to gain a deeper insight into the phenomenon.

Electronic customer relationship management (E-CRM), customer experience and customer satisfaction: evidence from the banking industry

Purpose

The purpose of this paper was to examine the relationship between electronic customer relationship management (E-CRM) and customer satisfaction through the mediating role of customer experience in the banking industry.

Design/methodology/approach

The data were collected from customers of 10 banks (5 public and 5 private sector banks) of Delhi, India. In total, 836 useable structured questionnaires were filled, and the data were analyzed using structural equation modeling (SEM) through AMOS.

Findings

The results revealed that customer experience mediated the relationship between E-CRM and customer satisfaction confirming well with the hypothesized model.

Research limitations/implications

The model was tested in the domain of banking industry; future results may be conducted in different domains for improving generalizability. A comparative study between public and private sector banks in terms of E-CRM, customer experience and customer satisfaction could also be conducted.

Originality/value

The study was the first to unequivocally analyze the influence of the E-CRM on customer satisfaction through customer experience in the banking industry. The study also introduced stimulus-organism-response (S-O-R) model as a theoretical support to associate E-CRM to customer satisfaction through customer experience. Thus, this study will enhance the current knowledge base and will also aid E-CRM managers amid decision-making process.

Technology management for innovation in organizations: an argumentation-based modified TISM approach

Purpose

In the rapidly changing business world, innovation plays a vital role for organizations to gain a competitive advantage. Various factors associated with technology management and innovations in organizations are diverse in the existing literature. Therefore, there is a need to bridge these gaps in the fitting proportions toward innovations within organizations. The primary objective of this study is to identify, explain and interpret the relationships between the identified technology-related factors that are important for innovations in organizations.

Design/methodology/approach

In this study, a modified total interpretive structural modeling (M-TISM) methodology was used to examine and analyze the various interactions between identified factors for innovations in organizations. However, the argumentation of the links is relatively weak in M-TISM. In order to compensate for this, M-TISM is additionally altered by an “Argumentation-based Modified TISM”. Hence, this research strengthens the modified TISM methodology by incorporating argumentation and total interpretation of the relationships between the identified factors.

Findings

A total of six major factors were identified using a literature review. Results suggest that workforce technical skills, technological infrastructure, technological alliances, technology transfer and top management support have an impact on innovation in organizations. Results also suggest that top management support and the technological infrastructure of an organization have a greater impact on innovation.

Research limitations/implications

For policymakers and practitioners, this study provides a suggestive list of critical factors, which may help to develop policies or guidelines for improving innovation in organizations. Policymakers should focus on technological infrastructure and collaborations to enhance innovations and productions within the organizations. For academicians, this study provides a modified TISM model that shows the impact of technology-related factors on innovations. Future researchers could expand this study by adding a greater number of technological factors and validate this model in other industries.

Originality/value

This study fills a gap in the literature by interpreting the various relationships among the identified factors and innovations. The model has been validated through a panel of seven experts from the Indian automotive industry of multiple organizations. This study is useful in the automobile industry as it determines what and how technology-related factors affect innovations, process improvement and R&D production for organizations.

Lean Six Sigma competitiveness for micro, small and medium enterprises (MSME): an action research in the Indian context

Purpose

The aim of the article is to ascertain the challenges, lessons learned and managerial implications in the deployment of Lean Six Sigma (LSS) competitiveness to micro, small and medium Enterprises (MSME) in India and to establish doctrines to strengthen the initiatives of the government.

Design/methodology/approach

The research adopts the Action Research methodology to develop a case study, which is carried out in the printing industry in a Tier III city using the LSS DMAIC (Define-Measure-Analyze-Improve-Control) approach. It utilizes LSS tools to deploy the strategy and to unearth the challenges and success factors in improving the printing process of a specific batch of a product.

Findings

The root cause for the critical to quality (CTQ) characteristic, turn-around-time (TAT) is determined and the solutions are deployed through the scientifically proven data-based approach. As a result of this study, the TAT reduced from an average of 1541.2–1303.36 min, which in turn, improved the sigma level from 0.55 to 2.96, a noteworthy triumph for this MSME. The company realizes an annual savings of USD 12,000 per year due to the success of this project. Top Management Leadership, Data-Based Validation, Technical Know-how and Industrial Engineering Knowledge Base are identified as critical success factors (CSFs), while profitability and on-time delivery are the key performance indicators (KPIs) for the MSME. Eventually, the lessons learned and implications indicate that LSS competitiveness can be treated as quality management standards (QMS) and quality tools and techniques (QTT) to ensure competitive advantage, sustainable green practices and growth.

Research limitations/implications

Even though the findings and recommendations of this research are based on a single case study, it is worth noting that the case study is executed in a Tier III city along with novice users of LSS tools and techniques. This indicates the applicability of LSS in MSME and thus, the modality adopted can be further refined to suit the socio-cultural aspects of India.

Originality/value

This article illustrates the deployment of LSS from the perspective of novice users, to assist MSME and policymakers to reinforce competitiveness through LSS. Moreover, the government can initiate a scheme in line with LSS competitiveness to complement the existing schemes based on the findings of the case study.

AI strategy of India: policy framework, adoption challenges and actions for government

Purpose

The purpose of this study is to provide recommendations for policy framework on artificial intelligence (AI) in India.

Design/methodology/approach

Studies have been conducted through focus group discussion and the other sources such as different company websites using AI, Indian Government strategy reports on AI, literature studies, different policies implemented on AI in different locations and other relevant documents. After those studies, a charter of recommendation has been provided. This will help the authority to frame the AI policy for India.

Findings

This study highlights that “National Strategy for AI” for India needs improvement to provide comprehensive inputs for framing policy on AI. This study also implies that focus is to be given on security, privacy issues including issues of governance.

Research limitations/implications

AI-related technology has immense potential toward the development of organizations. This study implies the necessity of framing a comprehensive policy on AI for India. If there is a comprehensive policy on AI for India, the Indian industries will derive many benefits.

Practical implications

This study provides inputs on how the industries of India can be benefitted with the help of AI and how R&D can develop the AI activities to harness maximum benefits from this innovative technology.

Social implications

AI-related policy will have appreciable influence on the society in terms of human–device interactions and communications. The policy framework on AI for India is expected to project far-reaching effects toward deriving benefits to the society.

Originality/value

This paper has taken a holistic and unique attempt to provide inputs to the policymakers for framing a comprehensive and meaningful policy on AI for India.

Exploring the relationship between ICT, SCM practices and organizational performance in agri-food supply chain

Purpose

This paper presents the concerns in agri-food supply chain. Further the research investigates the role of information and communication technology (ICT) in agri-food supply chain and determines the impact of supply chain management (SCM) practices on firm performance.

Design/methodology/approach

The theoretical framework was proposed for the study on the basis of existing literature. Data for the study was collected with the help of structured questionnaire from 121 executives and officers of the public food distribution agency. Partial least square (PLS)–structured equation modeling was employed to test the framework and hypotheses.

Findings

The results indicate that ICT and SCM practices (logistics integration and supplier relationships) have a significant relationship. Furthermore, SCM practices (information sharing, supplier relationship and logistics integration) have a significant and positive impact on performance of the organization.

Research limitations/implications

Further research could be carried out to test the moderation effect of SCM practices between ICT and organizational performance (OP). Extending the research study to the companies operating in other sectors can enhance the external validity of the study and improve the accuracy of parameters examined.

Practical implications

This study can be of interest to the agri-food industry as well as other industry practitioners interested in improving the performance of the organization from the view of supply chain.

Originality/value

The outcomes of this study have important implications that translate into a series of recommendations for the management of public food distribution as well as other agri-food-based supply chains.

Quality management, innovation capability and firm performance

Purpose

Many organizations are facing competitive challenges due to the rapid pace of technological changes. Both quality management (QM) and innovation are the competitive factors that are intensely embedded into organizational products, services and processes. In order to achieve higher firm performance, manufacturing firms are needed to adopt QM practices as well as develop innovation capability. Therefore, the purpose of this paper is to examine the relationship among QM, innovation capability (IC) and firm performance under both mediation and moderation models using structural equation modeling.

Design/methodology/approach

The approach of this study is quantitative. The data used to test the hypotheses were gathered from Indian small- and medium-sized enterprises (SMEs) interviewing senior managers with a structured questionnaire. These hypothesized relationships are tested with data collected from 134 Indian manufacturing firms by using SPSS and AMOS statistical software.

Findings

Overall, the findings clearly show that QM through the firm’s IC is indirectly associated with a firm’s business performance. It supported the notion that QM practices encourage the definition of innovation strategies of products and processes within a manufacturing setup, which positively affected different aspects of firm performance. More importantly, this study supports the findings of past studies that questioned the role of QM practices in improving a firm’s IC.

Research limitations/implications

Some limitations of this study include: although a cross-sectional survey has been applied, the research does not permit us to account for the lag between implementation and performance. It also brings the opinion of a limited number of senior managers of Indian manufacturing SMEs, and hence both the sample size could be increased and the nationality of the respondent/responding firms could be expanded for future research.

Practical implications

In light of the obtained results, several recommendations were introduced to assist decision makers in manufacturing companies. The paper contains suggestions for improving manufacturing firm’s performance through developing IC and adopting QM practices.

Originality/value

This paper extends theoretical contribution in production and operations management literature, highlighting how QM practices and firm’s IC have to interact in determining an organization’s success and sustaining its global competitiveness.

Service innovation, corporate reputation and word-of-mouth in the banking sector

Purpose

The purpose of this paper is to establish the link between three constructs, namely, service innovation, corporate reputation (CR), and word-of-mouth (hereinafter WOM). Primarily, the aim is to understand whether innovation in a service firm drives its reputation, thereby resulting in positive WOM where the direct effect of service innovation of a firm on WOM is mediated by reputation. Furthermore, the study also seeks to understand whether the type of service firm has an effect on determining the level of the mediation effect.

Design/methodology/approach

This study adopts an integrated approach where the measure for the construct service innovation is explored through a qualitative approach, and the conceptual model is estimated through path analysis. The service industry taken for this study is banking, and the through non-probability criterion sampling technique, 252 customers responded to their level of agreement. The PLS-SEM technique was used to estimate the path coefficient by following the two-stage approach. The multigroup moderation analysis is performed to determine whether the type of the bank plays a major role in determining the direct effects and the mediation effect of CR between service innovation and WOM.

Findings

The result of this study indicates that there is a strong positive association between the three constructs. Further, the direct relationship between service innovation and WOM is partially mediated by reputation. The result of the multigroup moderation indicates that the type of the bank plays a major role in determining the mediation effect of reputation.

Practical implications

The study helps the decision makers and the managers of the bank to understand that frequent innovation within the firm would help to gain reputation, and thereby customers would tend to give a positive WOM. Further, non-reputable firms can still gain a positive WOM if they continuously innovate new services. In the Indian context, it is noted that there is a difference between private and public banks in determining the mediation effect of reputation between service innovation and WOM.

Originality/value

The originality of the study is based on the following: development of a unique scale to measure service innovation in the banking industry overcoming the existing scales which are based on goods-dominant logic; estimating empirically the combined effect of service innovation and CR on WOM; the process of evaluating the moderated mediation effect; how the mediating effect of CR varies from private sector banks to public sector banks.