• A new perspective of e-trust in the era of social media: Insights from customer satisfaction data

      Ramanathan, U; Williams, N.L.; Zhang, M; Sa-nguanjin, P; Garza-Reyes, J.A.; Borges, L.A.; Nottingham Trent University; University of Portsmouth; Global University Systems, 30 Holborn, London; University of Derby; et al. (IEEE, 2020-05-20)
      In this era of social media, products and services are sold globally using a few simple clicks online. In such online purchases, trust and familiarity are considered two important driving forces of consumer decision making. While online sales advocate high levels of flexibility and choices for consumers, they also hold the online service provider responsible for ensuring the security of the online user’s data. Using a Structural Equation Model (SEM) with data collected from the online service industry, we test the direct effects of ‘social media-induced purchase intention’ on customer satisfaction. We also test the mediating role of e-commerce/online sales (e-advertisement, e-safety and e-information) on customer satisfaction. In addition to social media advertising and information sharing, we find that a new factor – ‘e-safety’ – mediates the relationship between customer purchase intention and customer satisfaction. Our analysis indicates that online e-trust can be established between the customer and the service company when online purchases are made. At the same time, the quality of online information and e-safety of online payments make the service company trustworthy for future purchases. We relate data analysis directly to managerial decision making to avoid any delay in online customer services in the era of social media.
    • A PDCA-based approach to Environmental Value Stream Mapping (E-VSM)

      Garza-Reyes, Jose Arturo; Torres Romero, Joseth; Govindan, Kannan; Cherrafi, Anass; Ramanathan, Usha; University of Derby; University of Warwick; University of Southern Denmark; Cadi Ayyad University; Nottingham Trent University (Elsevier, 2018-02-03)
      Research into the application of Value Stream Mapping (VSM) as a tool to enhance the environmental sustainability performance of operations has been confined to a handful of studies only. Research on this green lean research stream is therefore limited, especially when compared to the vast amount of scholarly research focused on the ‘traditional’ VSM tool. To complement and support the narrow body of knowledge on the application of VSM as tools to improve environmental performance and enhance the effectiveness of its application, this paper proposes an approach, based on the Deming's Plan-Do-Check-Act (PDCA) improvement cycle, to systematically implement and conduct Environmental-VSM (E-VSM) studies. The implementation of the proposed method is reported through an action research-based case study conducted in a helical rolling process of one of the mining consumables business units of an international diversified mining and materials multinational company. The results of the case study indicate that the proposed PDCA-based approach to E-VSM can be an effective alternative to improve the green performance of operations. Besides the proposal of this approach, its testing, and expanding the body of knowledge in the green lean field, the paper also contributes by providing a guiding reference for operations managers who may want to make the operations of their organisations more sustainable and environmentally friendly. Finally, this paper also intends to contribute by inspiring researchers and practitioners to broaden the study of the under-researched field which explores the application of VSM for environmental sustainability enhancement.