Iuan-Yuan Lu

The evaluation of service quality using generalized Choquet integral

In view of the compatibility between psychology and linguistic terms, this study generalizes the standard Choquet integral, whose measurable evidence and fuzzy measures are real numbers. The proposed generalization can deal with fuzzy-number types of measurable evidence and fuzzy measures. In comparison with the previous research on service quality and fuzzy sets, this study integrates the three-column format SERVQUAL into the generalized Choquet integral. A numerical example evaluating the overall service quality of e-stores is provided to illustrate how the generalized Choquet integral evaluates service quality in the three-column format SERVQUAL. This integral is also compared with the possibility/necessity model when measuring service quality.

The procedure of determining the order picking strategies in distribution center

Order picking is one of the most crucial tasks in a distribution center. Picking accuracy critically depends on the use of appropriate order picking strategy. The purpose of this paper is thus to propose a computer-based procedure that can determine such order picking strategies. The mechanism of this procedure is two-phase. An analytic method is first employed to classify all orders into five categories. Computer simulation then follows to generate the appropriate picking strategies that correspond to each type of the orders classified. An example demonstrating the implementation of the procedure was provided. This paper also included analysis of variance that examined the significant effect of different order picking strategies.

Strengthening the Quality--Loyalty Linkage: The Role of Customer Orientation and Interpersonal Relationship

Customer loyalty has been suggested as the most important indicator of a firms advantageous position relative to competitors. The effect of service quality on customer loyalty has been empirically proven in a variety of industries. For industries such as grocery wholesalers whose offerings seem to be almost homogeneous in the eyes of retail customers, by implication, service quality in itself may be insufficient. Therefore, this study aims to explore how to strengthen the effect of service quality on customer loyalty. In this study, we propose that customer orientation and interpersonal relationship may reinforce the quality–loyalty linkage. The empirical results showed that all three variables independently had significant power in discriminating among three levels of loyalty (high, medium, and low). Customer orientation and interpersonal relationships also functioned as moderators that strengthen the effect of service quality on customer loyalty. Moreover, customer orientation had a greater moderating effect than interpersonal relationship. The research findings could, we believe, assist wholesale managers to allocate their resources more effectively to establish customer loyalty in an era of fierce competition.

Product quality as a determinant of product innovation: an empirical analysis of the global automotive industry

Abstract Manufacturing firms innovate to satisfy consumer demand, increase market share, increase profits, and thereby remain competitive in the global market. Theoretically, potential determinants of innovation have been systematically totalled to confirm the internal and external sources of innovation capability. This study aims to clarify the relationship between product quality and product innovation. Considering the patenting activities and product quality of global vehicle manufacturers, regression analyses demonstrate that automakers actively engage in product innovation if they produce high-quality products. Furthermore, this investigation also indicates that automakers of different nationalities will generate significantly different levels of product innovations, namely: Asian automakers issued more patents than their European and US competitors. This study indicates that product quality determines product innovation.

Adoption of virtual organization by Taiwanese electronics firms

Purpose – This empirical study aims to examine an organizational response to the needs of e‐business, virtual organization, and associated determinants of its successful adoption in the Taiwanese electronics industry.Design/methodology/approach – The research examined a large sample of Taiwanese electronics companies. A research population of Taiwanese electronics companies was drawn from firms listed on both the TAIEX and the OTC markets and included 305 firms. Questionnaires were sent to firm administrators who were asked the degree to which the company had undertaken virtual organizational structuring that was enabled by information technologies.Findings – The findings of this research reveal significant impacts of individual and organizational factors, but no effect for environmental variables on virtual organization adoption.Research limitations/implications – While the results might provide clues for understanding the adoption of virtual organization structure in the manufacturing sector, there stil...

A technology oriented productivity measurement model

Abstract In this era of technological explosion, managers are faced with the challenge of how to maintain technological leadership and provide the best possible technology for the customer. This paper presents a practical approach to measuring the productivity of technology in product development. The approach takes advantage of quality function deployment and total productivity of Edosomwan (Integrating Productivity and Quality Management, Marcel Dekker, New York, 1987) to balance the market-pull and technology-push. The efficiency and effectiveness of technology development are measured. This information may support managers for the decision in the subsequent technology investments and divisional resource allocations.

Technology innovation and knowledge management in the high-tech industry

This study presents a comprehensive and integrated discussion of the various facets of technology innovation and Knowledge Management (KM) for high-tech firms. KM represents a key contemporary trend and is a key management discipline in decision making, strategy development, information systems and technology management. KM provides a broad perspective, an efficient method of problem-solving, sharing managerial knowledge and leveraging technological knowledge. This work focuses mainly on influences that might shape the future of knowledge-based technological innovation in the knowledge economy, particularly, the influence of knowledge activities. Accordingly, it is important to provide some brief perspectives on the development of technological innovation and KM.

Applying options to evaluate service innovations in the automotive industry

The service sector is important in the economy of most advanced countries. Focusing on service innovation, this study examines customer service activities in the automobile industry from 2001 to 2003, and identifies the most representative and innovative services of motor firms. These service innovations are not recommended under traditional discounted cash flow (DCF) assessment. However, a positive options-based net present value (NPV) motivates companies to innovate their service activities and thereby increase the number of products they sell. Evidence shows that an options-based evaluation is more suitable than traditional approaches. The results of this study should help managers to address and evaluate service innovations.

Intrafirm technology and knowledge transfer: a best practice perspective

During the 21st century, the capability of best practice transfer will be a core competency of firms and a source of competitive advantage. This study reviews the practices of semiconductor firms and presents three models for the intrafirm transfer of best practices. These models have important implications for technology and knowledge management. First, replication strategies can apply not only to the service sector but also to manufacturing, including high-tech firms. Second, these transfer models validate the contingency theory since various situations induce different transfer models. Third, external benchmarking may not always be the best way to solve problems and maintain competitive advantage. The resource-based theory maintains that firms can retain a competitive edge by efficiently and effectively applying practices developed in-house.

An empirical study on ERP-driven innovation in Taiwan

This study investigates the relationship between ERP (Enterprise Resource Planning)-driven innovation outcomes across different industry sectors (i.e., electronics and science (ES) industry vs. traditional industry) and ERP packages (i.e., domestic vs. foreign). The results indicate that the ERP penetration rate for the ES industry is significantly higher than that for traditional industry. The ES industry prefers foreign ERP packages and implementing domestic ERP receives higher user satisfaction rate (i.e., ERP innovation success). However, the degree of innovation success is low for all industry sectors and ERP packages. Several implication suggestions and research issues based on the findings from this research are proposed for practitioners and researchers.