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1 – 10 of over 285000
Article
Publication date: 6 February 2024

Jagdish N. Sheth, Varsha Jain and Anupama Ambika

This study aims to develop an empathetic and user-centric customer support service design model. Though service design has been a critical research focus for several decades, few…

Abstract

Purpose

This study aims to develop an empathetic and user-centric customer support service design model. Though service design has been a critical research focus for several decades, few studies focus on customer support services. As customer support gains importance as a source of competitive advantage in the present era, this paper aims to contribute to industry and academia by exploring the service design model.

Design/methodology/approach

The study adopted a theories-in-use approach to elucidate mental models based on the industry’s best practices. In-depth interviews with 62 professionals led to critical insights into customer service design development, supported by service-dominant logic and theory of mind principles.

Findings

The ensuing insights led to a model that connects the antecedents and outcomes of empathetic and user-centric customer service design. The precursors include people, processes and technology, while the results are user experience, service trust and service advocacy. The model also emphasises the significance of the user’s journey and the user service review in the overall service design.

Research limitations/implications

The model developed through this study addresses the critical gap concerning the lack of service design research in customer support services. The key insights from this study contribute to the ongoing research endeavours towards transitioning customer support services from an operational unit to a strategic value-creating function. Future scholars may investigate the applicability of the empathetic user service design across cultures and industries. The new model must be customised using real-time data and analytics across user journey stages.

Practical implications

The empathetic and user-centric design can elevate the customer service function as a significant contributor to the overall customer experience, loyalty and positive word of mouth. Practitioners can adopt the new model to provide superior customer service experiences. This original research was developed through crucial insights from interviews with senior industry professionals.

Originality/value

This research is the original work developed through the key insights from the interview with senior industry professionals.

Details

European Journal of Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0309-0566

Keywords

Article
Publication date: 2 February 2024

Miller Williams Appau, Elvis Attakora-Amaniampong and Iruka Chijindu Anugwo

Providing student housing designed to support students living with a disability is a global challenge. This study assesses buildings' physical health condition systems and drivers…

Abstract

Purpose

Providing student housing designed to support students living with a disability is a global challenge. This study assesses buildings' physical health condition systems and drivers of physical health condition effects on students living with disability (SWD) in purpose-built university housing in Ghana.

Design/methodology/approach

The study used quantitative design and methods based on the theory of supportive design premises. Using the partial least square structural equation model, a survey of 301 students living with a physical disability, mild visual disability and mild hearing disability was collected in 225 student housings.

Findings

The study found that insect control and cleaning services are a priority in off-campus building design and management and directly positively affected the sense of control and physical health of SWD. The nature of lightning systems, noise and thermal comfort directly negatively affected SWD disability learning and discomfort.

Practical implications

Reviewing and enforcing student housing design drawings at the preliminary development stage by university management is critical. More broadly, physical health systems that control cleaning, noise and thermal comfort are essential for SWD health in student housing.

Originality/value

Studies on all-inclusive building designs have consistently focused on lecture theaters and libraries with limited attention on the physical health condition systems in student housing that support the quality healthcare of university campuses. Research on physical health condition systems in student housing is significant for all-inclusiveness and student housing management.

Details

Property Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0263-7472

Keywords

Open Access
Article
Publication date: 6 November 2018

Matthijs Langelaar

The purpose of this paper is to communicate a method to perform simultaneous topology optimization of component and support structures considering typical metal additive…

1860

Abstract

Purpose

The purpose of this paper is to communicate a method to perform simultaneous topology optimization of component and support structures considering typical metal additive manufacturing (AM) restrictions and post-print machining requirements.

Design/methodology/approach

An integrated topology optimization is proposed using two density fields: one describing the design and another defining the support layout. Using a simplified AM process model, critical overhang angle restrictions are imposed on the design. Through additional load cases and constraints, sufficient stiffness against subtractive machining loads is enforced. In addition, a way to handle non-design regions in an AM setting is introduced.

Findings

The proposed approach is found to be effective in producing printable optimized geometries with adequate stiffness against machining loads. It is shown that post-machining requirements can affect optimal support structure layout.

Research limitations/implications

This study uses a simplified AM process model based on geometrical characteristics. A challenge remains to integrate more detailed physical AM process models to have direct control of stress, distortion and overheating.

Practical implications

The presented method can accelerate and enhance the design of high performance parts for AM. The consideration of post-print aspects is expected to reduce the need for design adjustments after optimization.

Originality/value

The developed method is the first to combine AM printability and machining loads in a single topology optimization process. The formulation is general and can be applied to a wide range of performance and manufacturability requirements.

Article
Publication date: 29 April 2021

Osama Bedair

The purpose of this paper is to describe cost effective structural design procedures to support catalytic reactors used in hydrocarbon industry. Three case studies are presented…

Abstract

Purpose

The purpose of this paper is to describe cost effective structural design procedures to support catalytic reactors used in hydrocarbon industry. Three case studies are presented using various reactor models. Modularization and transportation challenges are also discussed. The scope of the paper is limited only to the structural and construction aspects. The chemical and mechanical designs are not covered in this paper.

Design/methodology/approach

Finite element strategies are developed to model load transfer to reactor’s supports and to simulate soil/structure interaction. Fictitious nodes are generated at bolt locations to transfer the reactor’s loadings from the skirt to the pile cap. Soil-pile interaction is modeled using horizontal and vertical springs along the pile embedded length. Flexible supports are used at the bottom of the piles to stimulate the end bearing of the soil bed. The approach is demonstrated for several case studies of reactors support system.

Findings

The described algorithm is accurate and computationally efficient. Furthermore, the procedure can be used in practice for design catalytic reactor support.

Practical implications

The paper provides very useful guidelines that can be utilized in practice for design of catalytic reactor supports system. The procedure is cost effective and computationally efficient.

Originality/value

Extensive efforts were made in the past to develop economical procedures for catalytic reactors design. Much of the work focused on the process and mechanical aspects of catalytic reactors. Very limited work addressed the structural design aspects. Furthermore, no guidelines are available in current codes of practice.

Details

Multidiscipline Modeling in Materials and Structures, vol. 17 no. 4
Type: Research Article
ISSN: 1573-6105

Keywords

Article
Publication date: 27 March 2009

Wutthigrai Boonsuk and Matthew C. Frank

The purpose of this paper is to present a methodology for the automated design of a fixturing system for a rapid machining process.

1428

Abstract

Purpose

The purpose of this paper is to present a methodology for the automated design of a fixturing system for a rapid machining process.

Design/methodology/approach

The method proposed is the use of sacrificial fixturing, similar to the support structures in existing rapid prototyping (RP) processes. During the machining process, sacrificial supports emerge incrementally and, at the end of the process, are the only entities connecting the part to the remaining stock material.

Findings

The support design methods have been shown to be extremely flexible in securing a variety of complex parts with relatively tight part tolerances using a rapid machining process.

Research limitations/implications

The automated design of support structures is currently relegated to use in a CNC rapid prototyping process that uses a fourth axis for rotary setups.

Practical implications

The methods used here make rapid machining feasible, as it solves the daunting problem of automated fixturing.

Originality/value

The paper proposes an innovative solution for an automatic fixturing system in subtractive RP.

Details

Rapid Prototyping Journal, vol. 15 no. 2
Type: Research Article
ISSN: 1355-2546

Keywords

Article
Publication date: 28 March 2024

Hyejin Kwon, Youngok Choi and Richard Hazenberg

The paper aims to explore the roles and impact of design in incubating and accelerating social enterprises. It aims to understand design’s influence on social enterprise…

Abstract

Purpose

The paper aims to explore the roles and impact of design in incubating and accelerating social enterprises. It aims to understand design’s influence on social enterprise ecosystems and in improving outcomes for social enterprises.

Design/methodology/approach

The study used an exploratory, qualitative approach, using case studies and interviews. The comparative case-study methodology was applied to evaluate the influence of design on the development of social enterprises in the UK and South Korea and identify critical issues in their utilisation of design. Empirical data included: in-depth case studies of design utilisation practices (UK = 6; South Korea = 15) and design applications (UK = 2; South Korea = 2) for the growth of social enterprise and its ecosystem; 27 social enterprise/design experts (UK = 17; South Korea = 10); and 22 social enterprises (UK = 12; South Korea = 10). Content and thematic analysis were used to synthesise the findings.

Findings

Findings demonstrate the differing influences of design on social enterprise, from improving products/services and business models to enhancing social enterprise ecosystem support and networks. Future directions are suggested for applying design for social enterprise growth, business stage development and systematising interactions between the social enterprise and design sectors.

Research limitations/implications

The research is based on case studies from only two countries. Further, the adoption of working definitions of social enterprise in the countries may result in the research underestimating the heterogeneity of social enterprise.

Practical implications

The findings contribute to optimising efficient ecosystem development to improve social enterprise competitiveness and innovation.

Originality/value

This paper establishes a research foundation on design for social enterprise, offering theoretical and practical insights into its impact on growth.

Details

Social Enterprise Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1750-8614

Keywords

Article
Publication date: 1 December 2003

Tore Markeset and Uday Kumar

Product design and service delivery both affect service performance, and therefore a product support strategy must be defined during design stage, in terms of these two…

5625

Abstract

Product design and service delivery both affect service performance, and therefore a product support strategy must be defined during design stage, in terms of these two dimensions, to ensure the delivery of “promised product performance” to customers. Furthermore, product support strategy should not only be focused around product, or its operating characteristics, but also on assisting customers with services that enhance product use and add additional value to their business processes. This paper examines various issues such as reliability, availability, maintainability, and supportability (RAMS), etc., which directly or indirectly affect product support, maintenance needs and related costs on the basis of a case study conducted in a manufacturing company. The main purpose of the study was to analyse the critical issues related to the product support and service delivery strategy as being practised by the company, and to suggest means for improvements. On the basis of the case study, the paper presents an approach for design and development of product support and maintenance concepts for industrial systems in a multinational environment. The paper emphasizes that the strategy for product support should not be centred only on “product”, but should also take into account important issues such as the service delivery capability of the manufacturers, service suppliers, the capability of users' maintenance organization, etc.

Details

Journal of Quality in Maintenance Engineering, vol. 9 no. 4
Type: Research Article
ISSN: 1355-2511

Keywords

Article
Publication date: 21 December 2021

Heather Toomey Zimmerman, Katharine Ellen Grills, Zachary McKinley and Soo Hyeon Kim

The researchers conducted a collective case study to investigate how families engaged in making activities related to aerospace engineering in six pop-up makerspace programs held…

Abstract

Purpose

The researchers conducted a collective case study to investigate how families engaged in making activities related to aerospace engineering in six pop-up makerspace programs held in libraries and one museum. The purpose of this paper is to support families’ engagement in design tasks and engineering thinking, three types of discussion prompts were used during each workshop. The orienting design conjecture was that discussion prompts would allow parents to lead productive conversations to support engineering-making activities.

Design/methodology/approach

Within a collective case study approach, 20 consented families (22 adults, 25 children) engaged in making practices related to making a lunar rover with a scientific instrument panel. Data included cases of families’ talk and actions, as documented through video (22 h) and photographs of their engineering designs. An interpretivist, qualitative video-based analysis was conducted by creating individual narrative accounts of each family (including transcript excerpts and images).

Findings

Parents used the question prompts in ways that were integral to supporting youths’ participation in the engineering activities. Children often did not answer the astronomer’s questions directly; instead, the parents revoiced the prompts before the children’s engagement. Family prompts supported reflecting upon prior experiences, defining the design problem and maintaining the activity flow.

Originality/value

Designing discussion prompts, within a broader project-based learning pedagogy, supports family engagement in engineering design practices in out-of-school pop-up makerspace settings. The work suggests that parents play a crucial role in engineering workshops for youths aged 5 to 10 years old by revoicing prompts to keep families’ design work and sensemaking talk (connecting prior and new ideas) flowing throughout a makerspace workshop.

Details

Information and Learning Sciences, vol. 123 no. 3/4
Type: Research Article
ISSN: 2398-5348

Keywords

Article
Publication date: 21 March 2022

Quan Xiao, Mikko Siponen, Xing Zhang, Fucai Lu, Si-hua Chen and Mingsong Mao

The purpose of this study is to explore the antecedents of consumers’ online review intention in e-commerce platforms from a unique perspective of consumer commitment and platform…

1772

Abstract

Purpose

The purpose of this study is to explore the antecedents of consumers’ online review intention in e-commerce platforms from a unique perspective of consumer commitment and platform design. Meanwhile, for the dual-platform strategy, i.e. providing both the web and mobile platforms simultaneously, which is widely adopted in the industry but lacks theoretical concerns, this study aims to examine the differences that platform design influences consumer commitment, consequently contributing to online review intention, between the web and mobile contexts.

Design/methodology/approach

A cross-sectional online survey is employed, and a structural equation model-based approach is utilized to analyze the data collected from both the website-preferred consumers (N = 167) and the mobile app-preferred consumers (N = 247).

Findings

The results indicate that instrumental support design factors and socio-emotional support factors positively influence consumer commitment, which further affect online review intention positively. Furthermore, design factors in different use contexts generate different impacts, and consumer commitment generates a greater effect on online review intention in the mobile than in the web context. Empathy is found to be an important motivator of consumer commitment in both contexts.

Originality/value

To the best of the authors’ knowledge, as one of the first attempts to capture the differences in the relationship between platform design on consumer commitment and online review intention in different use contexts within the dual-platform e-commerce, this study provides insights for e-commerce platform managers and designers to promote consumer commitment and online review engagement by prioritizing the platform design.

Article
Publication date: 1 March 2001

Keith Goffin and Colin New

Customer support is an essential element in the successful marketing of many products – from domestic appliances to high‐tech computer networks. Many aspects of support are…

9370

Abstract

Customer support is an essential element in the successful marketing of many products – from domestic appliances to high‐tech computer networks. Many aspects of support are strongly influenced by a product’s design and so customer support requirements should be evaluated during new product development. However, researchers have largely ignored the relationship between new product development and customer support. The current study addressed this gap by using case studies and a workshop, both conducted with leading companies, to identify how customer support is typically evaluated at the design stage and to determine the importance of this aspect of new product development. The results have implications for managers responsible for product innovation – they show the need to allocate adequate resources to integrating customer support requirements into new product development.

Details

International Journal of Operations & Production Management, vol. 21 no. 3
Type: Research Article
ISSN: 0144-3577

Keywords

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