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This paper aims to describe how the experience feedback (EF) from building projects contributes to product platform development in house-building companies. House-building companies seek improvements to decrease costs, improve flow and decrease variability. Industrialised concepts using predefinitions in product platforms have provided a way of storing and reusing knowledge in project-based house-building organisations. However, the innovation in platforms is mainly incremental and based on EF from implementations in projects.

Qualitative data were gathered via interviews, archival studies and observations, and analysed to identify the underlying structures used to manage the incorporation of EF during platform development. Four different EF channels were studied at one Scandinavian house-builder. The data are explained using an analytical framework based on diffusion of innovation, product platforms and EF.

EF is distributed over the value chain to improve the platform over time. By using multiple channels with differing contents, it is possible to balance client demands and variation with production efficiency. Platform development using feedback channels provides opportunities for double-loop learning. Operative work on projects and the strategic decisions made by developers continuously improve the platform through a combination of knowledge pull and push.

A combination of different EF channels and strategies for developing knowledge pull are shown to be essential for the incremental development of product platforms in project-based house-building organisations. The development of product platforms requires a shift away from the construction industry’s dominant project focus towards a more product-oriented view of house-building. Integrating the design phase with the supply chain enables variety but also creates a need for continuous platform development.

This research aims to explore digital feedback needs/preferences in online education during lockdown and the implications for post-pandemic education.

An empirical study approach was used to explore feedback needs and experiences from educational institutions in the Netherlands and Germany (N = 247) using a survey method.

The results showed that instruments supporting features for effortless interactivity are among the highly preferred options for giving/receiving feedback in online/hybrid classrooms, which are in addition also opted for post-pandemic education. The analysis also showed that, when communicating feedback digitally, more inclusive formats are preferred, e.g. informing learners about how they perform compared to peers. The increased need for comparative performance-oriented feedback, however, may affect students' goal orientations. In general, the results of this study suggest that while interactivity features of online instruments are key to ensuring social presence when using digital forms of feedback, balancing online with offline approaches should be recommended.

This research contributes to the gap in the scientific literature on feedback digitalization. Most of the existing research are in the domain of automated feedback generated by various learning environments, while literature on digital feedback in online classrooms, e.g. empirical studies on preferences for typology, formats and communication channels for digital feedback, to the best of the authors’ knowledge is largely lacking. The findings and recommendations of this study extend their relevance to post-pandemic education for which hybrid classroom is opted among the highly preferred formats by survey respondents.

Adopting the transformative service research (TSR) perspective, the purpose of this paper is to investigate the impact of positive customer feedback on the well-being of front-line employees, companies, and society. Using a multidisciplinary approach, the overlooked area of “positive feedback” is explored resulting in the development of the “Positive Feedback Model” (PFM). The study also compares managers’ and employees’ perceptions of positive customer feedback.

Two exploratory qualitative studies were conducted: Study 1 consisted of 22 semi-structured interviews with managers working in the service industry and Study 2 consisted of seven focus groups with front-line service employees. The extensive literature review and the results of these two studies contributed to the development of the PFM.

Positive customer feedback is an overlooked area of service research which offers potential for improving the well-being of the service entities. Front-line employees are the main recipients and topics of positive customer feedback. The developed PFM describes various forms, channels, and times of administration of positive customer feedback and its multitude of impacts on the well-being of service entities.

This study contributes to the literature on TSR and customer feedback management. The developed model presents possible positive feedback categories, their various outcomes and the outcomes for the concerned parties involved. By developing PFM and encouraging a multidisciplinary approach combined with advanced research methodologies, the researchers propose an agenda for further research insights within the TSR and customer feedback areas. The comparison of the managers’ and employees’ perceptions of positive customer feedback presents novel managerial implications and directions for future research.

This study is the first to explore customer feedback from a TSR perspective. It examines the overlooked area of positive customer feedback. The well-being of service entities is prioritized as services have been extensively criticized for ignoring human well-being.

The purpose of this study is to compare two unsteady actuators: an oscillator and a sweeping jet. Both actuators can produce an oscillating jet of different amplitudes and frequencies without any moving parts, making them an attractive actuator concept. The Coanda effect phenomenon can explain the operating principles of these two unsteady actuators.

A numerical study was conducted to compare the amplitudes and frequencies of fluidic and sweeping jet (SJ) oscillators to obtain an efficient actuator to control separated flows at high Reynolds numbers. For this goal, two-dimensional unsteady Reynolds-averaged Navier-Stokes simulations were carried out using computational fluid dynamics (CFD) fluent code to evaluate the actuator performances. The discrete fast Fourier transform method determined the oscillation frequencies.

The oscillation frequencies gradually increase as the inlet pressure increases. The characteristics and dimensions of the vortices produced in the mixing chamber and feedback loops vary overtime when the injected fluid is swept sideways. The frequencies supplied by the SJ are stronger than those obtained by the fluidic oscillator, which may contribute to improving the aerodynamic performance at a lower power supply cost.

The existence of the splitter in the fluidic oscillator led to the production of separate pulses, which would be useful in various industrial applications, including active control of combustion and mixing processes while other applications such as flow separation control require SJs. With the latter actuator higher and interesting frequencies can be obtained, leading to efficient flow control.

This paper breaks through the limitations of the research on bullwhip effect in the traditional supply chain, extends the research perspective to digital supply chain and discusses the weakening effect of digital supply chain on bullwhip effect by comparing the overall performance of the two.

This paper starts with the weakening mechanism of supply chain digitization on bullwhip effect, builds bullwhip effect models of traditional supply chain and digital supply chain, respectively, simulates the influence of supply chain digitization transformation on bullwhip effect by using Matlab software and analyzes the causes of bullwhip effect in supply chain led by T company and the digitization process.

Firstly, digitization can reduce bullwhip effect in multi-level supply chain by reducing information feedback deviation. Second, digital transformation is conducive to improving the overall performance of the supply chain. Third, government incentives can promote the digital transformation of supply chain and inhibit bullwhip effect.

Although the study considers the heterogeneous subject -- the government's incentive effect on digital transformation and information sharing – it does not include the influence of the end node in the supply chain, that is the consumer. In addition, this paper only analyzes and discusses the bullwhip effect on the amplification of demand, without considering the situation that the market contraction will lead to the reduction of demand.

This paper considers the distortion degree and delay degree of information feedback, carries out quantitative analysis of bullwhip effect, builds the bullwhip effect model of traditional supply chain and digital supply chain, uses Matlab software to analyze the difference of the influence of supply chain digital transformation on bullwhip effect suppression and puts forward the corresponding control strategy.

The research shows that digital transformation can reduce the bullwhip effect in multi-layer supply chain by reducing the information feedback deviation, which is conducive to improving the overall supply chain performance, and government support can accelerate the digital transformation of supply chain to a certain extent.

First, break through the limitations of traditional supply chain research, expand the research perspective to digital supply chain and discuss the weakening effect of digital supply chain on bullwhip effect by comparing the overall performance of the two. Second, quantify the bullwhip effect through information feedback bias and provide an analysis method for the weakening of the bullwhip effect. Third, the driving role of the government in the digital transformation of the supply chain is considered in the study, so that the model is more close to the actual situation of enterprise operation.

The purpose is to understand how the role of quality functions might evolve amidst digitalisation and an increased focus on services. This study focuses on customer feedback and how it can function as activation triggers for developing absorptive capacity, as well as how it relates to the value creation processes.

Following a qualitative research design, the authors gathered primary data from interviews with quality managers at 17 UK and Swedish firms and triangulated it with secondary information from the firms' web pages.

The findings show that customer feedback-based activation triggers can support development of absorptive capacity in the quality function if there are established processes for acting on customer feedback. This is often the case for codified feedback, which normally concerns products. However, digitalisation offers new opportunities of engaging in value co-creation, and firms need to develop digital capabilities to manage new technologies and data analytic tools. For personalised feedback (the main category of service-related feedback), established processes are missing.

This study work contributes to knowledge about how quality functions respond to customer feedback on both products and services. It clarifies why the quality function sometimes struggles to contribute to service quality as much as to product quality. From a theory development perspective, the authors contribute to understanding customer feedback-based activation triggers, how they lead to development of absorptive capacity and their relation to value co-creation on a functional level.

Most companies understand the importance of complaint handling, customer satisfaction measurement and service recovery, and many firms have systems and procedures to do at least part of these activities. However, few companies have implemented integrated customer feedback systems to systematically collect, analyse and disseminate the various types of feedback coming into the firm and guide customer‐focused learning, continuous improvement and process redesign. A key reason is the difficulties faced in integrating various systems and procedures. This paper focuses on how to design, and cost‐effectively run, a completely integrated customer feedback system (CFS) that ensures continuous learning and improvement in service quality, as well as productivity.

Buyer‐seller interaction in industrial markets is a widely applied work logic, which has been thoroughly researched both empirically and theoretically. Addresses, in contrast,the interactive way of working in consumer markets, which is referred to increasingly under the heading of “customer co‐production”. Results indicate that company‐consumer interaction is becoming more frequent in a wide range of consumer industries, but in contrast to such interaction in industrial markets it generally encompasses only one or two of the value‐creating activities of design, production or consumption, and the benefits are mostly short‐term: a better fit for the consumers and the advantage of more differentiated offerings for the companies. However, the strategic benefits of learning that enhance the innovative capability of the producers and add to the competence of the users, still seem limited. One reason for this may be lack of channels for feedback, since it is the front‐line staff who interact with the consumers. Also, they lack the authority and competence for undertaking the feedback role. A growing population of advanced consumers, flexible production modes and the widespread application of information technology all help to create a potential for this logic, but in order to exploit its benefits to the full, more knowledge is needed about how to organize the interaction with a view to learning.

The purpose of this paper is to investigate the holistic nature of control systems to understand how they operate across organizational levels and manage change.

This paper takes an analytical approach using the viable system model (VSM) to assess the two main frameworks of control reported in the accounting literature.

The VSM provides an elegant framework for management control systems with explicit consideration of: multiple levels of control, communication channels, interactions with the environment, and the mechanisms for attaining balance between stability and change.

The evaluation of current management control systems produces specific suggestions for improving the levers of control framework

The VSM has not previously been aligned with management control frameworks.

The new managerial approach adopted in the post‐16 education sector together with increased student numbers have focused attention on performance assessment. Considers the extent to which libraries in the further education sector are actually assessing their performance. A postal survey was conducted during summer 1994 to find out the commitment of further education institutions and their libraries to performance assessment, the extent of reader services evaluation, how libraries collect feedback about their services from users and, finally, satisfaction levels of library managers with current assessment procedures. Results indicated that, of those surveyed, about one‐quarter of libraries had written policies on performance assessment; document availability, readers′ enquiry services and user education were evaluated by less than one‐third; over half of the libraries used course monitoring and evaluation and satisfaction surveys for feedback and, last, only one‐quarter of library managers felt satisfied with their performance assessment procedures.