Asgarkhani, M. and A. Young, 2010. Industry view of ICT roles and skills in canterbury. Paper Presented at the First Annual Conference of Computing and Information Technology Research and Education, 6-9 July, Dunedin.
Bazeley, P., 2002. Issues in mixing qualitative and quantitative approaches to research. Paper Presented at the First International Conference on Qualitative Research in Marketing and Management, University of Economics and Business Administration, 10 April, Vienna.
Chan, S.L., 2000. Information technology in business processes. Business Process Management Journal, 6(3): 224–237.
Cordella, A., 2006. Transaction costs and information systems: Does IT add up. Journal of Information Technology, 21(3): 195–202.
De Jong, G., S. Algers, A. Papola and R. Burg, 2006. Impact of the E-economy on traffic and traffic-related indicators in urban areas. Washington, DC: Transportation Research Board, National Research Council, National Academy of Sciences.
Dima, I.C., M.N. Skowron, V. Modrak and J. Grabara, 2010. Elements of logistics, used in industrial operational management. Presov: Apeiron EU.
Ellinger, A.E., D.F. Lynch, J.K. Andzulis and R.J. Smith, 2003. B-to-b e-commerce: A content analytical assessment of motor carrier websites. Journal of Business Logistics, 24(1): 199–220.
Golicic, S.L., C.N. Boerstler and L.M. Ellram, 2010. Greening transportation in th supply chain. MIT Sloan Management Review, 51(2): 46-55.
Hay, I., 2005. Qualitative research methods in human geography. 2nd Edn., Oxford: Oxford University Press.
Hengst, M. and H.G. Sol, 2001. The impact of information and communication technology on interorganizational coordination: Guidelines from theory. Informing Science Special Series on Information Exchange in Electronic Markets, 4(3): 1–138.
Katz, D.A., 1982. Econometric theory and applications. Englewood Cliffs, NJ: Prentice-Hall.
Kent, J.L. and D.J. Flint, 1997. Perspectives on the evolution of logistics thought. Journal of Business Logistics, 18(2): 15–30.
Kish, L., 1965. Survey sampling. New York: Wiley.
Kleodon, C.N., A.J. Mclean, V.M. Moore and G. Ponte, 1997. Travelling speed and the risk of crash involvement. Report CR 172. Canberra: Federal Office of Road Safety.
Kohn, C. and M.H. Brodin, 2008. Centralised distribution systems and the environment: How increased transport work can decrease the environmental impact of logistics. International Journal of Logistics, 11(3): 229-245.
Kolbe, R.H. and M.S. Burnett, 1991. Content-analysis research: An examination of applications with directives for improving research reliability and objectivity. Journal of Consumer Research, 18(2): 243–250.
Kot, S., 2008. Collaboration in logistics outsourcing relations, W: Management 2008. International Conference. In Times of Global Change and Uncertainty. Part I. (Eds). Stefko R., Frankowsky M. Presov 2008.
Kothari, C.R., 2005. Research methodology: Methods and techniques. 2nd Edn., New Delhi: New Age International.
Krejcie, R.V. and D.W. Morgan, 1970. Determining sample size for research activities. Educational and Psychological Measurements. New York City: Sage Publications, 30: 607–610.
Krishnaveni, R. and J. Meenakumari, 2010. Usage of ICT for information administration in higher education institutions: A study. International Journal of Environmental Science and Development, 1(3): 282–286.
Marchet, G., A. Perego and S. Parotti, 2006. An explanatory study of ICT adoption in the Italian freight transportation industry. Milan: Department of Management, Economics and Industrial Engineering.
Milis, K. and R. Mercken, 2003. The use of the balanced scorecard for the evaluation of information and communication technology projects. International Journal of Project Management, 22(2): 87–97.
Pasick, R.J., N.J. Burke, J.C. Barker, J. Galen, J.A. Bird and R. Otero-Sabogal, 2009. Behavioral theory in a diverse society: Like a compass on mars. Health Education Behavior, 36(5): 11S-35S.
Peterson, R.T., 1998. The portrayal of children’s activities in television commercials: A content analysis. Journal of Business Ethics, 17(14): 1541–1549.
Prockl, G., H. Sternberg and J. Holmstrom, 2011. ICT in road transport operations: Analyzing potential effects on individual activity level, in Hammervoll, T. (Eds). Logistics and supply chain management in a high North perspective: The 23rd Annual NOFOMA Conference Proceedings, 9–10 June, Harstad.
Rastrict, K. and J. Corner, 2010. Understanding ICT based advantages: A techno savvy case study. Interdisciplinary Journal of Information, Knowledge, and Management. USA: Elizabeth Boyd; Informing Science Institute, 5: 305-326.
Regan, E.A. and B.N. O’Connor, 2002. End-user information systems: Implementing individual and work group technologies. 2nd Edn., Upper Saddle River, NJ: Prentice-Hall.
Sanders, N.R., 2007. An empirical study of the impact of e-business technologies on organizational collaboration and performance. Journal of Operations Management, 25(6): 1332–1347.
Traistaru, A., 2013. The components of economic record and the research object of accounting. European Journal of Business and Social Sciences, Zurich, Switzerland, 2(6):91-96.
Edward Chege Waiyaki , Anton Brits (2015). Leveraging Telematics for Optimal Fleet Performance. International Journal of Business, Economics and Management, 2(2): 49-63. DOI: 10.18488/journal.62/2015.2.2/126.96.36.199
This study aimed at evaluating the effectiveness of a modern fleet management system implemented in Kenya Power & Lighting Company, a utility firm in power distribution to improve the logistics of transporting staff, goods and materials. Fleet operations are increasingly turning to vehicle telematics systems to boost profitability, productivity and operational efficiencies. The vehicle telematics also known as a GPS fleet management system or GPS vehicle tracking system combines a GPS receiver and an electronic GSM device installed in each vehicle, which then communicates with the user and web-based software which provides monitoring of the vehicle location, movements and status of a vehicle or fleet of vehicles. Evidence of companies reducing costs, eliminating inefficiencies and locating lost equipment are making telematics an attractive investment for transport business owners. The study employed the mixed methods research to provide a better understanding of the research problem by use both quantitative and qualitative approach in data collection. The research findings show a positive impact on the delivery of transport services at reduced operational cost after the adoption of the GPS enabled fleet management system in the company transport operations.
The paper’s primary contribution is finding the effect of modern IT solutions on the transport logistics processes and possible improvement in fleet operational performance. This study contributes in the existing literature on real-time IT logistics technology whilst providing the necessary impetus for more research in areas which are not well-researched.
Attributes Influencing Strategic Alignment in the Service Sector: An Indonesian Banking Sector Case Study
Adam, J.E.E. and P.M. Swamidass, 1989. Assessing operations management from a strategic perspective. Journal of Management, 15(2): 181.
Atkinson, A.A., J.H. Waterhouse and R.B. Wells, 1997. A stakeholder approach to strategic performance measurement. Sloan Management Review, 38(3): 25-37.
Auzair, S.M. and K. Langfield-Smith, 2005. The effect of service process type, business strategy and life cycle stage on bureaucratic MCS in service organizations. Management Accounting Research, 16(4): 399-421.
Bacon, C.J., 1992. The use of decision criteria in selecting information systems/technology investments. MIS Quarterly, 16(3): 335-353.
Bagchi-Sen, S. and L. Kuechler, 2000. Strategic and functional orientation of small and medium sized enterprises in professional services: An analysis of public accountancy. Service Industries Journal, 20(3): 117-146.
Bhimani, A. and K. Langfield-Smith, 2007. Structure, formality and the importance of financial and non-financial information in strategy development and implementation. Management Accounting Research, 18(1): 3-31.
Brady, M.K. and J.J.J. Cronin, 2001. Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing, 65(3): 34-49.
Brown, S. and K. Blackmon, 2005. Aligning manufacturing strategy and business-level competitive strategy in new competitive environments: The case for strategic resonance. Journal of Management Studies, 42(4): 793-815.
Brown, S., B. Squaire and K. Blackmon, 2007. The contribution of manufacturing strategy involvement and alignment to world-class manufacturing performance. Internasional Journal of Operations & Production Management, 27(3): 282-302.
Browning, V., F. Edgar, B. Gray and T. Garrett, 2009. Realising competitive advantage through HRM in New Zealand service industries. Service Industries Journal, 29(6): 741-760.
Chao, C.-A. and A. Chandra, 2012. Impact of owner's knowledge of information technology (It) on strategic alignment and it adoption in us small firms. Journal of Small Business and Enterprise Development, 19(1): 114-131.
Chenhall, R.H., 2005. Integrative strategic performance measurement systems, strategic alignment of manufacturing, learning and strategic outcomes: An exploratory study. Accounting, Organizations and Society, 30(5): 395-422.
De Brentani, U., 1995. New industrial service development: Scenarios for success and failure. Journal of Business Research, 32(2): 93-103.
Decoene, V. and W. Bruggeman, 2006. Strategic alignment and middle-level managers' motivation in a balanced scorecard setting. International Journal of Operations & Production Management, 26(4): 429-448.
Dyer, J.H., P. Kale and H. Singh, 2001. How to make strategic alliances work. (Cover Story). MIT Sloan Management Review, 42(4): 37-43.
Ekinci, Y. and P.L. Dawes, 2009. Consumer perceptions of frontline service employee personality traits, interaction quality, and consumer satisfaction. Service Industries Journal, 29(4): 503-521.
Ekinci, Y., P.L. Dawes and G.R. Massey, 2008. An extended model of the antecedents and consequences of consumer satisfaction for hospitality services. European Journal of Marketing, 42(1/2): 35-68.
Flick, U., 2002. An introduction to qualitative research. 2nd Edn., London, Thousand Oaks, New Delhi: SAGE Publications.
Flynn, B.B., R.G. Schroeder and S. Sakakibara, 1994. A framework for quality management research and an associated measurement instrument. Journal of Operations Management, 11(4): 339-366.
Froehle, C.M., A.V. Roth, R.B. Chase and C.A. Voss, 2000. Antecedents of new service development effectiveness: An exploratory examination of strategic operations choices. Journal of Service Research, 3(1): 3-17.
Garengo, P., S. Biazzo and U.S. Bititci, 2005. Performance measurement systems in SMEs: A review for a research agenda. International Journal of Management Reviews, 7(1): 25-47.
Hansen, H., K. Sandvik and F. Selnes, 2003. Direct and indirect effects of commitment to a service employee on the intention to stay. Journal of Service Research, 5(4): 356-368.
Heskett, J.L., T.O. Jones, G.W. Loveman, J.W.E. Sasser and L.A. Schlesinger, 1994. Putting the service-profit chain to work. Harvard Business Review, 72(2): 164-170.
Hsieh, H.F. and S.E. Shannon, 2005. Three approaches to qualitative content analysis. Qual Health Res, 15(9): 1277-1288.
Hussain, M.M. and Z. Hoque, 2002. Understanding non-financial performance measurement practices in japanese banks: A new institutional sociology perspective. Accounting, Auditing & Accountability Journal, 15(2): 162-183.
Joshi, M.P., R. Kathuria and S.J. Porth, 2003. Alignment of strategic priorities and performance: An integration of operations and strategic management perspectives. Journal of Operations Management 21(3): 353-369.
Lovelock, C. and E. Gummesson, 2004. Whither services marketing? In search of a new paradigm and fresh perspectives. Journal of Service Research, 7(1): 20-41.
Meuter, M.L., A.L. Ostrom, R.I. Roundtree and M.J. Bitner, 2000. Self-service technologies: Understanding customer satisfaction with technology-based service encounters. Journal of Marketing, 64(3): 50-64.
Pugh, S.D., J. Dietz, J.W. Wiley and S.M. Brooks, 2002. Driving service effectiveness through employee-customer linkages. Academy of Management Executive, 16(4): 73-84.
Reichheld, F.F. and J.W.E. Sasser, 1990. Zero defections: Quality comes to services. Harvard Business Review, 68(5): 105-111.
Rhee, M. and S. Mehra, 2006. Aligning operations, marketing, and competitive strategies to enhance performance: An empirical test in the retail banking industry. Omega, 34(5): 505-515.
Rhodes, J., P. Walsh and P. Lok, 2008. Convergence and divergence issues in strategic management - Indonesia's experience with the balanced scorecard in HR management. The International Journal of Human Resource Management, 19(6): 1170-1185.
Roth, A.V. and M. Van Der Velde, 1991. Operations as marketing: A competitive service strategy. Journal of Operations Management, 10(3): 303-328.
Schneider, B., E.G. Godfrey, S.C. Hayes, M. Huang, B.C. Lim, L.H. Nishii, J.L. Raver and J.C. Ziegert, 2003. The human side of strategy: Employee experiences of strategic alignment in a service organization. Organizational Dynamics, 32(2): 122-141.
Skinner, W., 1969. Manufacturing-missing link in corporate strategy. Harvard Business Review: 136-145.
Smith, T.M. and J.S. Reece, 1999. The relationship of strategy, fit, productivity, and business performance in a services setting. Journal of Operations Management, 17(2): 145-161.
Stalk, G., P. Evans and L.E. Shulman, 1992. Competing on capabilities: The new rules of corporate strategy. Harvard Business Review, 70(2): 54-66.
Sun, H. and C. Hong, 2002. The alignment between manufacturing and business strategies: Its influence on business performance. Technovation, 22(11): 699-705.
Tallon, P.P., 2011. Value chain linkages and the spillover effects of strategic information technology alignment: A process-level view. Journal of Management Information Systems, 28(3): 9-44.
Thomas, D.R.E., 1978. Strategy is different in service businesses. Harvard Business Review, 56(4): 158-165.
Ward, P.T., J.K. McCreery and G. Anand, 2007. Business strategies and manufacturing decisions: An empirical examination of linkages. International Journal of Operations & Production Management, 27: 951-973.
Weijters, B., D. Rangarajan, T. Falk and N. Schillewaert, 2007. Determinants and outcomes of customers use of self-service technology in a retail setting. Journal of Service Research, 10(1): 3-21.
Wheelwright, S.C. and R.H. Hayes, 1985. Competing through manufacturing. Harvard Business Review, 63(1): 99-109.
Yuliansyah Yuliansyah (2015). Attributes Influencing Strategic Alignment in the Service Sector: An Indonesian Banking Sector Case Study. International Journal of Business, Economics and Management, 2(2): 34-48. DOI: 10.18488/journal.62/2015.2.2/188.8.131.52
Strategic alignment of manufacturing has been researched for more than four decades while research on service strategic alignment research is scarce. This paper is to explore attributes of strategic alignment in the service sector based on the manufacturing alignment literature modified for the service sector. Through a process of interviews of 14 senior managers in Indonesian banks I have identified new dimensions of service strategic alignment. A significant attribute to emerge which was most important in the context of Indonesian banking was standard operational procedures (SOPs), which ended up being the most important.
This study contributes in the existing literature about an understanding of which attributes of strategic alignment are required to enable a business to achieve world class standing in the service sector.