The paper traces the journey of service research by analyzing the articles published by Asian scholars, based on research productivity (micro, meso, and macro levels) and research paradigm. The study analyzes top service journals (Journal of Service Research, Journal of Service Management, Journal of Service Marketing, Journal of Service Theory and Practice, Service Industries Journal and Services Marketing Quarterly) from 2009 to 2016. The findings suggest high research productivity of researchers from Taiwan followed by Korea and China. Survey research is widely used followed by mathematical modeling, lab experiments, interview methods, theoretical modeling, and case study. The most common topics observed are customer satisfaction and relationship, service quality and performance, employee attitude and emotion, service marketing, market positioning and service operations. The study provides valuable insights and highlights the contributions of Asian researchers to the field.
Abhishek Vashishth and Ayon Chakraborty
Services Marketing Quarterly (Ranked B in ABDC journal ranking)
SMEs have now become an important part of economy for not only developed nations but also for emerging economies. Irrespective of the benefits that can be derived, SMEs in emerging economies still lack will to implement quality management practices. Using a comparative study we like to understand the status of quality management practices in SMEs of emerging economies
A survey-based approach was adopted to understand the established quality management practices in the SMEs. A survey instrument was designed by reviewing the literature on quality management initiatives in SMEs. Sample of 270 SMEs across Southern India and 189 SMEs in Namibia was selected through stratified random sampling technique.
Overall response rate was 19.52 percent for India and 26.46 percent for Namibia respectively. There were similarities and differences in responses from SMEs in both countries. Similarities are in terms of limited implementation of quality management practices also less use of tools and techniques. Reasons for not implementing include unknown to us, and high cost of training. Differences emerged in the type of market (Indian SMEs catering to one major customer), CSFs and business performance indicators. It was interesting to find that management commitment and involvement does not have a major influence as CSF for SMEs in both the countries.
The research is a first attempt in bringing a comparative study about quality management practices in SMEs from developing countries. The insights will help emerging economies to develop policies for education and training and thus facilitate implementation of quality management practices in SMEs.
Ayon Chakraborty, Michael Mutingi and Abhishek Vashishth
Benchmarking: an International Journal (Ranked B in ABDC journal ranking)
The purpose of this paper is to explore the trend and most common themes about Lean Six Sigma (LSS) implementation in the finance sector, and also to identify gaps in the themes that may be preventing organisations from identifying benefits from their LSS strategy and developing an agenda for future research on LSS themes. The following research is based on a systematic literature review of 30 papers that were published on LSS in the finance sector, from 2005 to 2015. Many issues and important themes have emerged, which are benefits, motivation factors, limitations and reasons for implementing LSS in financial organisations. Review identified many gaps and limitations that need to be explored as future research since little have been written on LSS as a holistic strategy for business improvement. It is important for practitioners to be aware of LSS benefits, limitations and motivating factors before starting the implementation process. This paper is based on a comprehensive literature review which gives an opportunity to LSS researchers to understand some common themes about LSS implementation in depth. In addition, by highlighting gaps in the current literature and proposing an agenda for future research saves time and effort for readers looking to research topics within LSS.
Abhishek Vashishth, Ayon Chakraborty and Jiju Antony
Total Quality Management & Business Excellence (Ranked C in ABDC journal ranking)
As the demand for efficiency and quality in the health-care industry has increased over the past few years, adoption of Lean principles and tools in the medical laboratory industry has become increasingly crucial. The purpose of this study is to explore the level of adoption, barriers and enablers of Lean principles and tools in the Namibian medical laboratory industry.
A descriptive cross-sectional study was carried out to examine the level of usage, barriers and enablers, impact of Lean tools and to suggest appropriate strategies for adopting Lean in the Namibian medical laboratory services.
Research findings reveal that Lean tools are moderately implemented in most laboratories. Standard operating procedures, root cause analysis, overall equipment effectiveness and visual management are the important Lean tools used in the industry. Results of the survey also show that Lean tools had a positive impact on operational performance, employee motivation, turnaround time and cost reduction. Furthermore, top management involvement, adequate training and proper planning emerged as important enablers, while lack of support from the management, financial constraint and staff resistant to change are major barriers to the adoption of Lean principles in the Namibian medical laboratory industry.
The paper has inherent limitations of survey research, which the authors will overcome by using case studies with medical laboratories.
The findings of the authors’ work will help in widening the application of Lean principles in more medical laboratories in Namibia and in other parts of the world.
The paper is based on numerous health-care studies on Lean. This is one of the few papers investigating the adoption of Lean principles, specifically in medical laboratories, from an emerging economy such as Namibia.
Hilma Dhiginina Isack, Michael Mutingi,Abhishek Vashishth and Ayon Chakraborty
International Journal of Lean Six Sigma (Ranked 1 in ABS journal ranking)
SERVQUAL and e-SERVQUAL have been considered the most effective and powerful approaches in evaluating the quality and gaps in the service delivered in traditional and electronic services, respectively, but neither SERVQUAL nor e-SERVQUAL can measure the overall service quality of the firm. Therefore, this chapter aims to propose and test a new scale that can measure the overall service quality of the firm.
Abhishek Vashishth and Ayon Chakraborty
In E-Manufacturing and E-Service Strategies in Contemporary Organizations (pp. 219-241). IGI Global.
This research aims to explore the factors that affect the adoption of Web 2.0 among knowledge workers. The research specifically investigated the role of factors related to both knowledge seeking and knowledge sharing, in the context of Web 2.0 use by health care professionals.
For this research, a cross-sectional survey design was adopted. The data were analyzed using the partial least square-structural equation modeling.
The results confirmed that the intention to adopt Web 2.0 depends upon both the knowledge-seeking and the knowledge-sharing attitudes. However, between the two, it is knowledge-sharing factors that are more important. Health care professionals tend to share knowledge driven by intrinsic motivators rather than by extrinsic motivators. On the other hand, knowledge-seeking attitude was determined by usefulness of knowledge and was not affected by the effort involved.
All the respondents were health care professionals from India, and convenience sampling was used to reach them. This may limit the generalizability of the findings.
This research provides useful insights on implementing Web 2.0-based knowledge management systems, specifically for health care professionals. Particularly, it emphasizes the need to focus on reinforcing intrinsic motivators like self-efficacy and the joy of sharing.
It is perhaps the first study that integrates the factors related to knowledge sharing and seeking in a single theoretical model, thereby presents and tests a more realistic model of knowledge management.
Jang Bahadur Singh, Rajesh Chandwani and Mayank Kumar
Journal of Knowledge Management (Ranked A in ABDC journal ranking)
This paper intends to put forward the role of interpersonal (in)justice among co-workers and their individual expertise as important factors contributing to knowledge hiding behavior. The paper is written with an intent to explain a conceptual model for practitioners’ benefit. The work is novel and covers the latest construct in the field of knowledge management and human resource management.
A conceptual framework is elaborated with a brief explanation of the theory that helps explain it. The framework although being novel in itself, the explanation has been drawn from existing literature.
If the co-workers do not treat each other with dignity and respect, it hampers their relationship. This in turn makes them hide knowledge from each other and at the same time if one of them holds an expertise power over the other, this behavior would be more enhanced. The whole relationship could be explained using social exchange theory. This holds implications for managers, especially when knowledge management is of paramount importance to a company for its sustenance.
This work provides new insights into knowledge hiding behavior by employees. Certain ways to reduce this behavior are proposed.
This paper is the one of the few written with an intent to bring knowledge hiding and its causes, to executives, in an easy to digest form. The concept is also newly introduced and these factors have not yet been brought up by any other researcher in the field.
Human Resource Management International Digest (Ranked C in ABDC journal ranking)
Digital divide is defined as the disparity among individuals with respect to access of information and communications technologies (ICTs) such as internet, personal computers, mobile phones etc. The recent surge in the use of mobile phones in India is often interpreted as a reason for increasing reliance on mobile phones as an access point to various government schemes and services. However, ICTs can have various features which may not be appropriated uniformly by different users. With mobile phones as a focus, this paper contributes to our understanding of digital divides by highlighting the influence of socio-demographic profile of individuals (age, gender, literacy etc.) on their engagement with various features of a technology. Using micro-level data on usage, this study finds that it is more likely that individuals who are female, , not having working knowledge of English and living in rural areas use less complex and internet independent application like voice calls. The implications of the results on digital divide policy making are discussed with emphasis on the need to design digital interface of government schemes to suit the capabilities of the expected beneficiary.
Jang Bahadur Singh and Vimal Kumar M
Economic and Political Weekly (Ranked B in ABDC journal ranking)