Research Output
Articles
Publication Date: 2026
Studies in Systems, Decision and Control (21984182)602pp. 155-164
In comparison to other sectors, it is observed that while services, particularly telecommunications, have experienced rapid growth, contributing significantly to the Gross Domestic Product (GDP) and employment globally, their productivity and quality seem to have not advanced correspondingly. This paper underscores the importance of service quality and customer satisfaction in the telecommunications sector. It highlights how New Product Development (NPD) and its components are crucial and beneficial tools for telecommunication companies in a highly competitive market. The paper stresses that marketing research not only aligns with NPD goals but also enhances it by providing concept definition, testing, and customer prototype testing. These activities can be effectively conducted by project teams and Research and Development (R&D) groups. The aim of this paper is to expand understanding of service improvement strategies in high-performing telecommunications firms and explore ways to further enhance these activities. © The Author(s), under exclusive license to Springer Nature Switzerland AG 2026.
Publication Date: 2026
Studies in Systems, Decision and Control (21984182)602pp. 91-99
Despite the abundance of literature on manufacturing location decision-making and selection, there appears to be a significant deficit in research pertaining to service location, particularly within the tourism industry. Given the critical role that location selection plays in the feasibility and development of tourism, this paper endeavors to provide guidelines for positioning tourism sectors. It does so by focusing on service location factors, the process of making location decisions, and by analyzing two examples of locational choices in the hotel and restaurant industries. Key findings suggest that identifying factors influencing location decisions is a sequential process; in the service industry, volume and revenue are paramount factors; and the significance of location factors varies across different service and tourism sectors. © The Author(s), under exclusive license to Springer Nature Switzerland AG 2026.
Publication Date: 2026
Studies in Systems, Decision and Control (21984182)602pp. 297-312
In the present study, the domain of customer complaints management (CCM) and its pivotal challenges are explored as fundamental elements for fostering customer retention and loyalty. This study illustrates and examines various models that represent the CCM process. Additionally, it introduces a framework for complaint intensity, wherein the combined distribution of complaint intensity and satisfaction with outcomes can be envisaged within four distinct quadrants, each recommending a unique approach to CCM. Strategies to enhance CCM have been suggested, and the concept of return on complaint management (RoCM) is elucidated as a key metric for assessing the profitability of complaint management. The primary insights from this research underscore that effective management of customer complaints necessitates a transformative shift in the cultural ethos of the organization and a structured methodology. It is also crucial to consider various levels within the complaint management hierarchy; the role of team-involved employees is vital for the success of complaint handling procedures; and the empowerment of CCM should encompass strategic planning, process optimization, and thorough analysis. © The Author(s), under exclusive license to Springer Nature Switzerland AG 2026.
Publication Date: 2025
International Journal of Productivity and Performance Management (17410401)74(1)pp. 139-162
Purpose: This paper proposes an approach for prioritizing Risk Mitigation (RMTG) approaches in perishable food Supply Chains (SCs). Design/methodology/approach: An integrative approach has been proposed, based on the risk typology and Supply Chain RMTG (SCRMTG) approaches literature review, integrating trending Failure Modes and Effects Analysis (FMEA), Quality Function Deployment (QFD) and Quadrant Analysis (QA). Risks are prioritized using Trending FMEA. SCRMTG approaches are prioritized by considering the prioritized risks using QFD and also based on their strategic importance and ease of Benchmarking via QA. The proposed approach has been examined in a dairy-manufacturing company. Findings: Findings indicated supplying the imported machine parts, old machines and delayed new product introduction, respectively, as the most prominent supply, process and demand risks and multiple sourcing, upgraded machinery, hiring skilled staff and training, collaboration with downstream partners as the highly prioritized SCRMTG approaches based on the strategic importance and ease of benchmarking. Research limitations/implications: The results of this study increase the awareness of SC managers and provide the company with a framework of risk management and the insights to manage SCRs in the dairy industry more effectively and efficiently. Originality/value: While the literature review indicates that only a few studies have been focused on prioritizing SCRMTG approaches concerning each type of SCRs, SCRMTG approaches are prioritized based on the SCRs type. Other innovations include QFD development based on the FMEA and SCRMTG approaches, considering the probability of risk occurrence, severity-impact cost and risk recovery duration in trending FMEA instead of the three risk factors in traditional FMEA. © 2024, Emerald Publishing Limited.
