Impact of technology management on corporate sustainability performance: The mediating role of TQM

The role of Fintech in circular economy practices to improve sustainability performance: a two-staged SEM-ANN approach

Coupling the practice-based view (PBV) of firms with dynamic capabilities theory (DCT), we assess the effect of Fintech adoption (FA) on organizational sustainability performance (SP) through circular economy practices (CEP). Additionally, this research examines the moderating roles of a firm's access to finance (AF) and absorptive capacity (AC) in the interplays between the constructs. Three hundred responses were collected from Bangladeshi manufacturing SMEs using a structured questionnaire. We examined our conceptual model using a two-staged structural equation modeling-artificial neural network (SEM-ANN) approach. The empirical findings unveiled that Fintech adoption significantly drives organizational CEP and SP and that CEP acts as a mediator between the FA and SP linkage. Furthermore, the findings also confirmed the moderating effect of AF on the FA and CEP association and the impact of AC on the CEP and SP association. Hence, this scholarship adds pivotal insights to the extant literature by establishing the roles of multiple mediators and moderators in the interplay of FA and firms' SP. Given the paucity of primary-data-based research, this empirical study addresses the gaps in the Fintech, CE, and sustainability literature and yields crucial implications for theory and practice.

Analysing the current status, hotspots, and future trends of technology management: Using the WoS and scopus database

This study presents a comprehensive overview of the development process and the latest trends in technology management (TM), laying a robust foundation for further advancements in this domain. To achieve this, we analysed 1944 TM articles from the Web of Science database and 2642 articles from Scopus, spanning the last 20 years. Employing methodologies that involve scientific knowledge graphs and bibliometrics, we analysed diverse aspects such as changes in the annual publication of articles; geographical distribution among countries, institutions, disciplines, and authors; keyword co-occurrence and clusters; and timezone view. Our findings reveal a significant surge in TM's growth in recent years, showcasing its highly promising potential. The USA is the frontrunner in contributing to TM research, followed by China and the UK. TM research is relatively concentrated in the UK, while it appears more dispersed in China. The University of Cambridge had the highest volume of research, and the disciplines of Business, Management, Engineering, and Computer Science occupied the top spots. As TM evolves, a possible challenge could be the emergence of new authoritative authors. Second, TM's vibrant landscape is characterised by hotspots such as innovation, technology strategy, technology acquisition, technology application, technology standards, and sustainable development. Among these, information and medical technologies stand out as the most frequently referenced technologies. Third, the trends in TM are as follows: innovation is subdivided into technological innovation and open innovation, bibliometric analysis and patent analysis have become pivotal methods for knowledge management, the scope of TM has expanded from internal organisational processes to encompass external aspects, and TM is gradually evolving into a mature science, with its focus transitioning from macro to micro and becoming more profound and detailed. Last, Industry 4.0, artificial intelligence, big data, and the IoT represent the latest frontier technologies in the realm of TM.

Relationship of total quality management with corporate sustainability in the MSME sector: does innovation capability play a mediating role?

Purpose

This study attempts to find the structural relationship between Total Quality Management (TQM) and Corporate Sustainability (CS) by analyzing the role of Innovation Capability (IC).

Design/methodology/approach

The authors conducted the study in the context of manufacturing industries in the Indian Micro Small and Medium Enterprises (MSME) sector. In the process, The authors attempt to throw light on the significance of TQM and IC in bringing out sustainable practices in organizations. The authors used Structural Equation Modeling with AMOS to study the relationship between TQM and CS.

Findings

The authors measured TQM through product control management, process control, vendor quality management and customer relationship improvement. We did find a direct relationship between TQM and CS, along with its three dimensions: environmental sustainability, economic sustainability and social sustainability. TQM was found to be antecedent to IC. IC, measured through product innovation, process innovation and managerial innovation, did not mediate the relation between TQM and CS. However, the link between TQM and social and environmental sustainability partially mediates through IC at the dimension level.

Practical implications

TQM can provide a holistic means of nurturing participation and satisfaction of stakeholders for achieving corporate sustainability and in the process, can create an innovative culture for stimulating a circular social economy.

Originality/value

This study fills the gap in the literature by providing a structural model that explains the relationship between TQM and corporate sustainability and highlights the role of innovation capability in achieving it.

The effects of chatbots’ attributes on customer relationships with brands: PLS-SEM and importance–performance map analysis

Purpose

Many firms are investing in digital services to improve customer experiences. Virtual service agents, or “e-service agents” (“e-agents”) such as chatbots, are examples of these efforts. Chatbots are types of virtual-assistant software programs that interact with users through speech or text. This paper aims to investigate whether the perceived hedonic and utilitarian attributes of chatbots can influence customer satisfaction and, consequently, their relationships with brands.

Design/methodology/approach

Data were collected through a questionnaire-based survey among a sample of Italian consumers. A convenience sampling technique was used. Data were then analyzed through Partial Least Squares Structural Equation Modeling to provide a prediction-oriented model assessment. The findings were then complemented with an importance–performance map analysis (IPMA) to gain more detailed insights and actionable guidelines for managers.

Findings

The findings highlighted that the perceived hedonic and utilitarian attributes of chatbots positively influenced customer satisfaction and improved customer relationships with the brands. However, the IMPA highlighted that the performance levels of two most important attributes – system quality and experience with chatbot – could be improved resulting in additional improvements of customer satisfaction.

Practical implications

This study suggests the importance of firms’ investments in and adoption of e-agents to strengthen consumer–brand relationships and of considering both the hedonic and utilitarian attributes of their e-agents.

Originality/value

This article attempts to enrich and consolidate the growing body of literature concerning the impacts of new technologies – and, specifically, chatbots – in service marketing.

Unleashing the Importance of TQM and Knowledge Management for Organizational Sustainability in the Age of Circular Economy

Despite the growing importance of the concept of circular economy, the case of developing countries remains under-explored. Against this backdrop, the present research aims to examine the association between the constructs of total quality management (TQM) and organizational sustainability (OS) with the mediating effect of knowledge management (KM) from the perspective of a circular economy. The data were collected from the manufacturing sector of a developing economy (n = 510) to serve the purpose of the current research through a self-administered questionnaire (paper-pencil technique). Structural equation modeling (SEM) was employed for hypothesis testing of the current survey. Six TQM dimensions were drawn from the Malcolm Baldridge National Quality Award (MBNQA) model. OS is composed of economic, social, and environmental sustainability, and KM is composed of four dimensions including acquisition, creation, sharing, and application of knowledge. The empirical examination suggests that TQM positively relates to OS, with KM playing a partial mediation role between this association. This study provides important insights for the management of the manufacturing industry of Pakistan on how to ensure organizational sustainability in the age of a circular economy by using the constructs of TQM and KM.

Is artificial intelligence an enabler of supply chain resiliency post COVID-19? An exploratory state-of-the-art review for future research

The challenging situations and disruptions that occurred due to the outbreak of the COVID-19 pandemic have created a severe need for supply chain resiliency (SCR). There has been a growing interest among researchers to investigate the resiliency in supply chain operations to overcome risks and disruptions and to achieve successful project management. The supply chain of every business requires innovative projects to accomplish competitive advantage in the market. This study was conducted to identify the significance of artificial intelligence (AI) for creating a sustainable and resilient supply chain, and also to provide optimum solutions for supply chain risk mitigation. A systematic literature review has been conducted to examine the potential research contribution or directions in the field of AI and SCR. In total, 162 articles were shortlisted from the SCOPUS database in the chosen field of research. Structural Topic Modeling (STM), a big data-based approach, was employed to generate several thematic topics of AI in SCR based on the shortlisted articles, and all topics were discussed. Furthermore, the bibliometric analysis was conducted using R-package to investigate the research trends in the area of AI in SCR. Based on the conducted review of literature, a research framework was proposed for AI in SCR that will facilitate researchers and practitioners to improve technological development in supply chain firms. The purpose is to combat sudden risks and disruptions so that project management will perform well Post COVID-19. The study will be also helpful for future researchers and practitioners to identify research directions based on existing literature covered in this paper in the field of SCR. Future research directions are proposed for AI-enabled resilient supply chain management. This study will also provide several implications for supply chain managers to achieve the required resilience in their supply chains post COVID-19 by focusing on the elements of the proposed research framework.

Total quality management and sustainability in the public service sector: the mediating effect of service innovation

Purpose

This study aims to critically investigate the structural relationships between total quality management (TQM), service innovation and sustainability performance in the public service sector of the United Arab Emirates (UAE).

Design/methodology/approach

The study employed an online survey to collect data from 400 employees working in eight selected UAE public service sector organisations located in Abu Dhabi. The collected data were analysed using structural equation modelling (SEM) to empirically examine whether TQM practices improve service innovation and, subsequently, sustainability performance in the UAE's public service sector.

Findings

The results show that TQM has a significant impact on service innovation and sustainability performance in the UAE's public service sector. Additionally, service innovation partially mediates the relationship between TQM and sustainability performance.

Practical implications

The public service sector's TQM practices and service innovation in the UAE have a much greater impact on social and environmental sustainability than on economic sustainability performance. Adopting five dimensions of TQM (following the Abu Dhabi Award for Excellence in Government Performance [ADAEP] model) across the UAE's public organisations will enable government departments to deliver innovative services to its beneficiaries.

Originality/value

This study provides a substantial contribution by addressing the gaps in the literature. Very few studies have empirically investigated the possible association between TQM, service innovation and sustainability performance in public sector organisations, particularly in developing countries such as the UAE, where the increasing efforts in TQM practices are still in their emerging stages, mainly targeting innovative service offerings and sustainable performance.

The after-sales strategy of an industrial equipment manufacturer: evaluation and control

Purpose

The purpose of this study is to evaluate the after-sales strategy of an industrial equipment manufacturer.

Design/methodology/approach

The research study’s object is the Brazilian operation of a company belonging to a multinational group that designs, manufactures and installs technology-based equipment. The research method is qualitative modeling with a quantitative analysis. A literature review and a focus group with managers organized the after-sales strategy of the company in four constructs measured by 24 indicators. The constructs are technical assistance (TA), reliability management (RM), customer relationships (CRs) and spare part logistics (SL). A total of seven managers evaluated the importance and performance of the indicators.

Findings

TA, RM and CRs are lagging constructs (the importance is greater than the performance), whereas SL is a leading construct (the opposite). The study proposed four strategic actions that change the type of emphasis that the company poses to service: from in-house to field maintenance service, from correction to prevention reliability improvement, from technical- to customer-focused relationships and from direct to integrated logistics service.

Research limitations/implications

The study limits to the case of a technology-based manufacturing company.

Practical implications

The strategic movement reallocates resources from leading indicators to lagging indicators in a sharp, clear movement of forces in the company.

Originality/value

The main contribution is a structured method to evaluate and control the strategic performance of an industrial equipment manufacturer in after-sales activities.

The effect of total quality management-enabling factors on corporate social responsibility and business performance: evidence from Vietnamese coffee firms

Purpose

This article aims to evaluate total quality management (TQM)-enabling factors' impact on corporate social responsibility (CSR) activities and business performance through evidence from Vietnamese coffee firms.

Design/methodology/approach

Based on collecting data via in-depth face-to-face interviews with employees, who are working in the Vietnamese coffee companies. The partial least squares structural equation modeling (PLS-SEM) approach has been employed to investigate the relationship among the TQM-enabling factors, corporate social performance (CSP) and business performance.

Findings

A total of 13 TQM-enabling factors have been identified and divided into two categories, namely human and functional. The statistical results revealed a positive signal to remarkably enhance CSP and business performance by adopting those TQM-enabling factors into Vietnamese coffee firms.

Research limitations/implications

The framework model of this research should be evaluated in different contexts worldwide or in another sector that can further identify the TQM-enabling factor and the correlation among these constructs.

Practical implications

This article provides top managers of Vietnamese coffee firms with knowledge of TQM-enabling factors that may enable them to meet superior performance, including CSP, finance and reputation.

Originality/value

This is a unique study to employ the approach into the Vietnamese coffee industry context up-to-date, which is one of the essential sectors affecting Vietnam's sustainable development.

Simulation-based lean six sigma for Industry 4.0: an action research in the process industry

Purpose

The primary aim of this article is to ascertain the modalities of leveraging Lean Six Sigma (LSS) for Industry 4.0 (I4.0) with special reference to the process industries. Moreover, it intends to determine the applicability of simulation-based LSS in the automation of the mineral water industry, with special emphasis on the robust design of the control system to improve productivity and performance.

Design/methodology/approach

This study adopts the action research methodology, which is exploratory in nature along with the DMAIC (define-measure-analyze-improve-control) approach to systematically unearth the root causes and to develop robust solutions. The MATLAB simulation software and Minitab statistical software are effectively utilized to draw the inferences.

Findings

The root causes of critical to quality characteristic (CTQ) and variation in purity level of water are addressed through the simulation-based LSS approach. All the process parameters and noise parameters of the reverse osmosis (RO) process are optimized to reduce the errors and to improve the purity of the water. The project shows substantial improvement in the sigma rating from 1.14 to 3.88 due to data-based analysis and actions in the process. Eventually, this assists the management to realize an annual saving of 20% of its production and overhead costs. This study indicates that LSS can be applicable even in the advent of I4.0 by reinforcing the existing approach and embracing data analysis through simulation.

Research limitations/implications

The limitation of this research is that the inference is drawn based on a single case study confined to process industry automation. Having said that, the methodology deployed, scientific information related to optimization, and technical base established can be generalized.

Originality/value

This article is the first of its kind in establishing the integration of simulation, LSS, and I4.0 with special reference to automation in the process industry. It also delineates the case study in a phase-wise manner to explore the applicability and relevance of LSS with I4.0. The study is archetype in enabling LSS to a new era, and can act as a benchmark document for academicians, researchers, and practitioners for further research and development.

Quality and lean practices synergies

Purpose

The purpose of this study is to investigate the relationship between investments in quality and lean practices, and their impact on factory fitness. Using concepts originating in the theory of swift even flow, this study asserts that manufacturers, in order to improve their production swiftness and evenness, must leverage the potential synergetic effects between quality and lean practices.

Design/methodology/approach

This research uses data from the Global Manufacturing Research Group (GMRG) survey project (with data collected from 922 manufacturing plants, across 18 countries). The constructs and measurement model were assessed using confirmatory factor analysis (CFA) and the hypotheses were tested using ordinary least square (OLS) models.

Findings

This study highlights that both investments in quality and lean practices have direct impact factory fitness. The results provide insights into the efficacy of the investments in manufacturing practices and their role in augmenting the operational performance. The investments in quality practices were found to enhance the efficacy of investments in lean practices, which in turn impact the factory fitness.

Practical implications

From a practical perspective, the study informs managers on how to leverage investment in quality practices to enhance the impact of lean practice on performance. The results provide empirical evidence to support management decision-making concerning the development of competences in quality and lean practices, which may create competitive advantage.

Originality/value

This study contributes to the quality and lean literature and provides empirical evidence of the synergetic effects between investments in quality and lean practices. The analysis offers a greater understanding of the mechanisms that can be used to maximise the impact of investments in lean practices, from a global perspective. The findings are important to the advancement of theory in operations management, as it integrates three research streams: quality practices, lean practices and swift even flow research.