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This paper aims to extend the customer complaint behaviour (CCB) knowledge by introducing a visual technique called customer complaint journey mapping as a means of capturing and understanding multi-faceted service failures involving multiple actors.

Research participants were trained to record contemporaneous accounts of future dissatisfactory dining experiences. Minimising issues of memory recall whilst faithfully capturing complainants' raw emotions. These recordings formed the basis for follow up interviews, based on the critical incident technique.

The central finding of this paper was how other actors outside of the traditional service dyad played a dynamic role in co-creating a complainants' emotions and subsequent behaviours.

The resulting customer complaint maps give deep insights into the complex social dynamics involved in CCB, providing a powerful tool for both researchers and staff responsible for recovery strategies.

The mapping framework provides an innovative means of capturing the actual complaint experiences of customers and the role of other actors, utilising a multi-method approach designed to address various limitations of existing CCB research.

This study presents a framework to estimate throughput and cost of additive manufacturing (AM) as related to process parameters, material thermodynamic properties and machine specifications. Taking a 3D model of the part design as input, the model uses a parametrization of the rate-limiting physics of the AM build process – herein focusing on laser powder bed fusion (LPBF) and scaling of LPBF melt pool geometry – to estimate part- and material-specific build time. From this estimate, per-part cost is calculated using a quantity-dependent activity-based production model.

Analysis tools that assess how design variables and process parameters influence production cost increase our understanding of the economics of AM, thereby supporting its practical adoption. To this aim, our framework produces a representative scaling among process parameters, build rate and production cost.

For exemplary alloys and LPBF system specifications, predictions reveal the underlying tradeoff between production cost and machine capability, and look beyond the capability of currently commercially available equipment. As a proxy for build quality, the number of times each point in the build is re-melted is derived analytically as a function of process parameters, showcasing the tradeoff between print quality due to increased melting cycles, and throughput.

Typical cost models for AM only assess single operating points and are not coupled to models of the representative rate-limiting process physics. The present analysis of LPBF elucidates this important coupling, revealing tradeoffs between equipment capability and production cost, and looking beyond the limits of current commercially available equipment.

Mead Data Central up for sale. Mead Data Central has been put up for sale by its parent Mead Corp., which wants to concentrate on its core forestry business. Mead has not put a price tag on how much it will ask for MDC, which earned $50 million on revenues of $551 million last year. Mead itself posted profits of $124 million on sales of $4.79 billion last year.

For many applications, including space applications, the usability and performance of a component is dependent on the surface topology of the additively manufactured part. The purpose of this paper is to present an investigation into minimizing the residual surface roughness of direct metal laser sintering (DMLS) samples by manipulating the input process parameters.

First, the ability to manipulate surface roughness by modifying processing parameters was explored. Next, the surface topography was characterized to quantify roughness. Finally, microthruster nozzles were created both additively and conventionally for flow testing and comparison.

Surface roughness of DMLS samples was found to be highly dependent on the laser power and scan speed. Because of unintended partially sintered particles adhering to the surface, a localized laser fluence mechanism was explored. Experimental results show that surface roughness is influenced by the varied parameters but is not a completely fluence driven process; therefore, a relationship between laser fluence and surface roughness can be incorporated but not completely assumed.

This paper serves as an aid in understanding the importance of surface roughness and the mechanisms associated with DMLS. Rather than exploring a more common global energy density, a localized laser fluence was initiated. Moreover, the methodology and conclusions can be used when optimizing parts via metal additive manufacturing.

This paper aims to provide a more comprehensive understanding of the concept of community archives, offering a critique of the community archives discourse through a historical case study focused on the origins of the Gerber/Hart LGBTQ library and archives in Chicago.

This study explores the archival collections of the founders of the Gerber/Hart library and archives and the librarians that have worked there as a means for understanding the origins of the archival impulse, the rationale for building the collections and the practices that shaped the collections during the first decade of the organization’s history.

The historical analysis of the Gerber/Hart library and archives situates community archives and LGBTQ collections within the broader historical context that lead to the founding of the organization and reveals deep connections to the information professions not previously considered by those studying community archives.

The paper offers a reconceptualization of community archives as archival projects initiated, controlled and maintained by the members of a self-defined community. The authors emphasize the role of the archival impulse or the historical origins of the collection and the necessity for full-community control, setting clear boundaries between community archives and other participatory archival models that engage the community.

It is now forty years since there appeared H. R. Plomer's first volume Dictionary of the booksellers and printers who were at work in England, Scotland and Ireland from 1641 to 1667. This has been followed by additional Bibliographical Society publications covering similarly the years up to 1775. From the short sketches given in this series, indicating changes of imprint and type of work undertaken, scholars working with English books issued before the closing years of the eighteenth century have had great assistance in dating the undated and in determining the colour and calibre of any work before it is consulted.

Objects fabricated using additive manufacturing (AM) technologies often suffer from dimensional accuracy issues and other part-specific problems. This study aims to present a framework for estimating the printability of a computer-aided design (CAD) model that expresses the probability that the model is fabricated correctly via an AM technology for a specific application.

This study predicts the dimensional deviations of the manufactured object per vertex and per part using a machine learning approach. The input to the error prediction artificial neural network (ANN) is per vertex information extracted from the mesh of the model to be manufactured. The output of the ANN is the estimated average per vertex error for the fabricated object. This error is then used along with other global and per part information in a framework for estimating the printability of the model, that is, the probability of being fabricated correctly on a certain AM technology, for a specific application domain.

A thorough experimental evaluation was conducted on binder jetting technology for both the error prediction approach and the printability estimation framework.

This study presents a method for predicting dimensional errors with high accuracy and a completely novel approach for estimating the probability of a CAD model to be fabricated without significant failures or errors that make it inappropriate for a specific application.

This study aims to characterize the suitability of a direct extrusion process in the fused layer manufacturing (FLM)-method under processing of granulated plastics.

In this paper, a granulate-based direct extrusion system in the FLM method is presented. This system is characterized with respect to the strand deposition mechanism and resulting component properties (geometrically and mechanically).

The extruder output could be identified as a linear relation between the applied extruder speed and the resulting mass flow. A developed model for the material and temperature-dependent strand deposition process was validated under experimental investigations. Further, it was possible to define process windows to realize desired strand widths and strand heights. In addition, analyses were conducted to determine the tensile strength transversely to the orientation of the layer plane.

The extrusion system was characterized under the processing of materials ABS Magnum 8434 and PLA Ingeo 4043D. Due to the restricted choice of materials, further investigations are planned under an extension of the test materials. Furthermore, the degree of the geometric complexity of the test components should be increased to finally characterize the process.

By means of the characterization of the direct extrusion system, it is possible for users to classify the process and to use the process in specific application areas. In comparison to filament-based extrusion systems, significant advantages can be achieved by means of direct extrusion. These include, for example, the use of less expensive work materials (by factor >10), the use of existing test certificates and the advantage of higher mechanical properties. This makes it possible to meet modern product requirements and to produce competitive components.