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This paper aims to propose and implement an integrated augmented-reality (AR)-aided assembly environment to incorporate the interaction between real and virtual components, so that users can obtain a more immersive experience of the assembly simulation in real time and achieve better assembly design.

A component contact handling strategy is proposed to model all the possible movements of virtual components when they interact with real components. A novel assembly information management approach is proposed to access and modify the information instances dynamically corresponding to user manipulation. To support the interaction between real and virtual components, a hybrid marker-less tracking method is implemented.

A prototype system has been developed, and a case study of an automobile alternator assembly is presented. A set of tests is implemented to validate the feasibility, efficiency, accuracy and intuitiveness of the system.

The prototype system allows the users to manipulate and assemble the designed virtual components to the real components, so that the users can check for possible design errors and modify the original design in the context of their final use and in the real-world scale.

This paper proposes an integrated AR simulation and planning platform based on hybrid-tracking and ontology-based assembly information management. Component contact handling strategy based on collision detection and assembly feature surfaces mating reasoning is proposed to solve component degree of freedom.

Much of the communication strategy literature propounds the ideal of integrated communications. To support the achievement of an organisation’s aims and goals and to prevent a fragmented image of the organisation emerging, all communication, both internal and external, should be aligned, consistent and comprehensively integrated. This article examines “Contact 20/20”, a communication strategy recently put in place by a company providing supply chain management to the international oil and gas industry, and considers how that strategy measures up against some of the ideals put forward in the literature.

The Australian and New Zealand governments have released smartphone-based apps to complement contact tracing in the event that they face a resurgence of COVID-19 infections. The apps form part of both countries’ policies to support a return to social and economic engagement following extended lockdowns. This paper aims to investigate the extent to which the two approaches are fit for purpose and compare their functional characteristics.

Using process mapping and analysis, this paper evaluates the potential of the two apps to improve the performance of existing contact tracing systems across a range of efficiency and effectiveness criteria with an emphasis on the framework proposed by Verrall (2020).

The Bluetooth-based Australian app appears likely to assist that country’s contact tracing system to perform more efficiently and effectively in the event of a resurgence of the virus and should increase confidence in re-engagement. The New Zealand QR code-based app, however, is not well-aligned with these objectives. Its interaction with a range of other regulations and obligations, combined with the inconvenience it imposes on its users, is likely to militate against its use. Bluetooth-based apps based on interactions between individuals likely better support these population-based objectives than QR code-based location-specific apps.

This paper provides an original and extensive analysis of the functionality and effectiveness of Australia and New Zealand’s official contact-tracing apps.

This research aims to better understand the issues of why individualised communications should be incorporated into customised customer contact service and how customer contact management should be implemented.

The qualitative methodology of case research was used. In total nine Australian service industry case studies, involving 34 in‐depth interviews, were undertaken.

The analysis revealed three themes: optimisation of market factors, the process of implementation, and requirements for smooth customer contact management implementation. These findings showed minor implementation problems with service and organisational requirements driving customer contact management implementation overall. In addition, factors to assist with smooth customer contact management implementation are identified.

Limitations, which could be addressed by future research, include application to other industries, expansion to other countries, the consumer perspective and the need for statistical generalisation.

Key practical implications include the identification of the need for firms to consider customer contact management as an avenue for differentiation and competitive advantage as well as providing guidelines for the successful implementation of customer contact management.

This research builds theory about customer contact management for the first time.

This paper explores some social‐psychological aspects of South Asian young adults in Denmark, including identity processes through social relations across geographical borders and psychological diaspora consciousness, and is a follow‐up of a project conducted in the mid‐nineties, in Denmark (N = 14). Diasporic conceptualisations focusing on human‐centredness and processes in migration, combined with a lifecourse perspective, provide the theoretical framework for this study. The method used is in‐depth interviews, analysed through condensation and meaningful categorisation of the narratives. The young adults are perceived as active actors in relation to their life situation. The results show the young adults', as well as the parental generations', re‐interpretation of the self, other and home. They also show that the young adults' diasporic identities involve the countries of origin as well as the Scandinavian welfare societies. However, the myth of return is not supported, although the countries of residence have adopted increasingly restrictive migration policies in the past years.

The purpose of this paper is to investigate consumer channel preferences and the motives that induce consumers to use a particular channel in a context of multichannel contact.

This paper analyses some factors that influence consumer behaviour in channel selection through an empirical study in the financial sector. Some hypotheses are presented and tested.

The paper reveals the influence of some variables (perceived convenience, social relationships, knowledge of channel and privacy) on the channel selected (counter, ATM or internet) for the performance of certain operations with the company.

To generalise these findings this study needs to be replicated in other geographical areas and companies.

The multichannel contact centre is one of the fundamental pillars of customer relationship management. It is not enough simply to have the necessary technology (hardware, software and telecommunications). Companies must investigate consumer channel preferences and the motives that induce consumers to use a particular channel.

This study is a reflection on the new environment of the relationship between companies and their clients due to the influence of new information and communication technologies. In this new context, knowledge of the consumer is as necessary as knowledge of the technology.

The link between SME performance, growth and development is well established; however, the characteristics of SMEs that allow firms to be successful in the long run in an underdeveloped country context, i.e. Pakistan, are still unclear. This paper aims to bridge this gap by identifying the SMEs’ characteristics that set them apart from their rivals and become successful.

This study uses Storey’s development framework to identify the SMEs’ characteristics. Data is gathered using the case study method from SMEs with a metropolitan context in Pakistan. A narrative methodological framework was used during the data gathering and analysing stages.

Findings of this study indicate that the prosperity of SMEs in Pakistan is dependent on a combination of characteristics, including entrepreneurial characteristics of owner–managers, knowledge of business operating models, social networks and relationship building and innovation in business style. Additionally, other factors such as governance structure, strategic planning of market diversification and export characteristics also influence the prosperity of an SME. These findings may have several important implications for key stakeholders, including entrepreneurs, SMEs and policymakers in the government.

This research provides evidence about factors that can help an SME to become successful in uncertain situations surrounding a business environment. Theoretically, the contribution of this research is that it demonstrates that entrepreneurial characteristics and the effective leadership style of owner–managers can help SMEs achieve prosperity in external unforeseeable situations.

The purpose of this paper is to investigate the potential of readers' advisory (RA) in libraries to help immigrants with psychological and socio-cultural adaptation in a new country.

The data were empirically collected from a sample of Russian-speaking immigrant readers residing in the Greater Toronto Area, Ontario, Canada, by means of background surveys and in-depth interviews.

The RA interaction is not merely a conversation about leisure books; it is a powerful intercultural encounter that has the potential to raise the levels of intimacy and attraction between host and immigrant populations, break negative stereotypes, help to build shared networks and create favorable contacts, change intergroup attitudes, and improve readers' mastery of the second language and knowledge of a new country.

This article makes a contribution to three areas related to RA. It provides insight into the views and perceptions of RA by a selected group of readers; it gives voice to immigrant readers whose experiences with RA are particularly under-represented in the Library and Information Science literature; and it conceptualizes the RA interaction as an intercultural encounter, using the uncertainty reduction based theory of intercultural adaptation to frame the discussion.

This paper provides guidelines for the design and execution of survey research in operations management (OM). The specific requirements of survey research aimed at gathering and analysing data for theory testing are contrasted with other types of survey research. The focus is motivated by the need to tackle the various issues which arise in the process of survey research. The paper does not intend to be exhaustive: its aim is to guide the researcher, presenting a systematic picture which synthesises suitable survey practices for research in an OM context. The fundamental aim is to contribute to an increase in the quality of OM research and, as a consequence, to the status of the OM discipline among the scientific community.