Social commerce (s-commerce) is a social media service enabling consumers’ participation in the online marketing and sale of products and services. This study aims to (a) identify key functional and hedonic quality factors that affect consumer satisfaction based on consumers’ perspective and (b) analyze the degree of efficiency of the quality–satisfaction relationship to propose distinct and actionable improvement strategies from the firms’ perspective. The results identified the following key quality determinants: functional aspects of durability and safety, and hedonic aspects of enjoyment, awareness, novelty, and image. The result implies that most s-commerce service firms fail to efficiently convert the enhancement of safety, awareness, and novelty into consumer satisfaction. This study contributes to the stream of literature on both s-commerce and service operations management by determining key service quality elements based on consumers’ perceptions and providing a decision-making aid to firms for quality-satisfaction efficiency improvement. JEL CLASSIFICATION: M10; L20; L81

Purpose: This study aims to investigate the relationship between building smart factories in manufacturing small- and medium-sized enterprises (SMEs) and firm performance and the moderating effect according to product complexity and company size.Design/methodology/approach: Data were collected from 206 companies selected in the list of SMEs, which had built smart factories, provided by the Smart Manufacturing Innovation Center in Korea. The collected data were analyzed using structural equation modeling (SEM) technique.Findings: First, production automation and big data utilization are associated positively with productivity, but not significantly with export performance. Second, supply chain integration is associated positively with both productivity and export performance. Third, product complexity moderates negatively the relationship of productivity with each of production automation, big data utilization and supply chain integration while moderating positively the relationship between supply chain integration and export performance. Finally, company size does not moderate significantly the relationship between productivity or export performance with any of production automation, big data utilization and supply chain integration.Originality/value: This study contributes theoretically to literature by demonstrating the usefulness of building smart factories and suggesting how SMEs build a smart factory to enhance productivity and export performance from a business perspective. Moreover, this study contributes practically by proposing that SMEs should put priority on supply chain integration over production automation and big data utilization and execute different strategies of building smart factories depending on product complexity.

The study of environmental sustainability in the aviation industry mainly focuses on research targeting specific regions such as the United States, Europe, and China. However, for the environmental sustainability of the aviation industry, global airlines on all continents around the world must implement efficient environmental management. This study divides the world into six continents and attempts to verify environmental efficiency for airlines belonging to each continent. Using data from 2014 to 2018 of 31 global airlines, this study compares environmental efficiency in the aviation industry by continent and individual airline. Data envelopment analysis (DEA), which is actively used in efficiency studies was adopted as an analysis method. We find that, first, airlines in Europe and Russia have the highest environmental efficiency, and airlines in North America and Canada are the second highest, which can be a good benchmark for other airlines. Second, in technical efficiency (TE) values, airlines in Africa and the Middle East and Latin America generally have low efficiency; but, in the airlines in Africa and the Middle East, environmental efficiency is steadily improving slightly. In comparison, airlines in Latin America showed a decrease in environmental efficiency value, requiring a lot of effort and investment to improve efficiency. Third, for airlines in North America and Canada, the scale efficiency (SE) value was the lowest, even though there was a high level of overall environmental efficiency, indicating the need for efficiency improvement through economies of scale. This study has implications, in that, it suggests how airlines can perform efficient environmental management for sustainability according to the continent to which they belong.

This study investigates the difference in service efficiency based on establishing entity and outsourcing in 847 public libraries in Korea. The public libraries were categorized into three types based on establishing entity and outsourcing, where Type 1 libraries are those established and directly managed by the Office of Education under the central government, Type 2 libraries are established and directly managed by local governments, and Type 3 libraries are established by local governments and their operations are outsourced. Each library type was analyzed and compared using data envelopment analysis (DEA), and results found that public libraries established by local governments are more efficient than those established by the central government, while outsourcing operations improved the efficiency of public libraries. Further analysis of the projection point and excess quantity of input showed that the main cause of inefficiency for Type 1 libraries is the library area, and for Types 2 and 3, the number of periodicals. This study provides guidelines for the sustainable performance of public library services based on the factors of foundation and operational patterns.