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Article
Publication date: 1 December 2006

Susan Hughes and Stanislav Karapetrovic

The purpose of this paper is to provide an analysis of the ISO 10002: 2004 standard from the perspective of its context within the ISO 10001/2/3 triad of customer…

3647

Abstract

Purpose

The purpose of this paper is to provide an analysis of the ISO 10002: 2004 standard from the perspective of its context within the ISO 10001/2/3 triad of customer satisfaction complaint system and ISO 9001 quality management system standards, its complaints handling content, and the standard's applicability in a public electrical utility.

Design/methodology/approach

A summary of the ISO 10001/2/3 standards is presented, followed by a more detailed analysis of ISO 10002: 2004 and its possible integration with ISO 9001: 2000. Subsequently, a demonstration of how ISO10002: 2004 compares to the case study electrical utility's complaints‐handling system is provided.

Findings

ISO 10001/2/3 can guide organisations in preventing customer dissatisfaction as well as in resolving complaints within and outside the organisations' borders. Results of the gap analysis between ISO 10002: 2004 and the electrical utility's complaints handling system showed major opportunities for improving the overall system, looking beyond merely addressing individual complaints.

Research limitations/implications

Only one organisation was studied and ISO 10002: 2004 was less than a month old at the time. Quality management researchers will see opportunities for further investigation into the application of ISO 10001/2/3 and how these standards can augment quality management systems, particularly those based upon ISO 9001: 2000.

Practical implications

The presented discussion on an internationally‐standardized complaint‐handling system gives practitioners in the energy and other industries an incentive to study and apply ISO 10002: 2004.

Originality/value

The paper is a pioneering effort in applying ISO 10002: 2004 to an actual organisation. Furthermore, the links shown between complaints handling and quality management will open up new avenues for research in the area of the integration of standardized management systems.

Details

International Journal of Quality & Reliability Management, vol. 23 no. 9
Type: Research Article
ISSN: 0265-671X

Keywords

Article
Publication date: 2 February 2018

Praveen Sugathan, Alexander Rossmann and Kumar Rakesh Ranjan

This study aims to conceptualize and test the effect of consumers’ perceptions of complaint handling quality (PCHQ) in both traditional and social media channels.

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Abstract

Purpose

This study aims to conceptualize and test the effect of consumers’ perceptions of complaint handling quality (PCHQ) in both traditional and social media channels.

Design/methodology/approach

Study 1 systematically reviews the relevant literature and then carries out a consumer and manager survey. This approach aims to conceptualize the dimensionality of PCHQ. Study 2 tests the effect of PCHQ on key marketing outcomes. Using survey data from a German telecommunications company, the study provides an explanation for the differences in outcomes across traditional (hotline) and social media channels.

Findings

Study 1 reveals that PCHQ is best conceptualized as a five-dimensional construct with 15 facets. There are significant differences between customers and managers in terms of the importance attached to the various dimensions. The construct shows strong psychometric properties with high reliability and validity, thereby opening up opportunities to treat these facets as measurement indicators for the construct. Study 2 indicates that the effect of PCHQ on consumer loyalty and word-of-mouth (WOM) communication is stronger in social media than in traditional channels. Procedural justice and the overall quality of service solutions emerge as general dimensions of PCHQ because they are equally important in both channels. In contrast, interactional justice, distributive justice and customer effort have varying effects across the two channels.

Research limitations/implications

This study contributes to the understanding of a firm’s channel selection for complaint handling in two ways. First, it evaluates and conceptualizes the PCHQ construct. Second, it compares the effects of different dimensions of PCHQ on key marketing outcomes across traditional and social media channels.

Practical implications

This study enables managers to understand the difference in efficacy attached to different dimensions of PCHQ. It further highlights such differences across traditional and social media service channels. For example, the effect of complaint handling on social media is of particular importance when generating WOM communication.

Originality/value

This study offers a comprehensive conceptualization of the PCHQ construct and reveals the general and channel contingent effects of its different dimensions on key marketing outcomes.

Details

European Journal of Marketing, vol. 52 no. 5/6
Type: Research Article
ISSN: 0309-0566

Keywords

Article
Publication date: 11 September 2007

Nelson Oly Ndubisi

The purpose of this research is to examine the impact of relationship marketing (RM) underpinnings namely, trust, commitment, communication and conflict handling on the…

3298

Abstract

Purpose

The purpose of this research is to examine the impact of relationship marketing (RM) underpinnings namely, trust, commitment, communication and conflict handling on the quality of firm‐customer relationship as well as the levels of contribution of these underpinnings.

Design/methodology/approach

The model of relationship quality based on literature was developed and tested empirically among customers of retail banks in Malaysia. A structured questionnaire was used in the study. Sample selection was based on a systematic random sampling technique. Factor and multivariate analyses techniques were used to process the data.

Findings

The findings of the study support most of the hypothesized relationships. There is a significant positive relationship between trust, commitment and conflict handling on relationship quality. The independent variables contribute differentially to relationship quality.

Research limitations/implications

The relationship marketing underpinnings can predict relationship quality well. Banks can build and maintain quality customer relationship through trust, commitment and conflict resolution. The outcome of the study can help banks in developing effective strategies for enhancing the quality of firm‐customer relationships and in designing and delivering banking service strategies, tactics, and training programmes that would enable bank employees and managers to function effectively as relationship builders, nurturers, managers, and custodians in service settings.

Originality/value

It has been suggested that in order to keep customers loyal, firms should constantly improve overall relationship quality. However, little is understood about the key antecedents of relationship quality and the actual contributions of each of these antecedents from a relationship marketing viewpoint. By comparing the levels of contributions of the RM underpinnings, banks are now able to decide on the level of attention and effort to be assigned to each, based on their importance.

Details

International Journal of Quality & Reliability Management, vol. 24 no. 8
Type: Research Article
ISSN: 0265-671X

Keywords

Article
Publication date: 21 March 2008

M. Vijaya Kumar, Prasad Sampath, S. Suresh, S.N. Omkar and Ranjan Ganguli

This paper aims to present the design of a stability augmentation system (SAS) in the longitudinal and lateral axes for an unstable helicopter.

1517

Abstract

Purpose

This paper aims to present the design of a stability augmentation system (SAS) in the longitudinal and lateral axes for an unstable helicopter.

Design/methodology/approach

The feedback controller is designed using linear quadratic regulator (LQR) control with full state feedback and LQR with output feedback approaches. SAS is designed to meet the handling qualities specification known as Aeronautical Design Standard (ADS‐33E‐PRF). A helicopter having a soft inplane four‐bladed hingeless main rotor and a four‐bladed tail rotor with conventional mechanical controls is used for the simulation studies. In the simulation studies, the helicopter is trimmed at hover, low speeds and forward speeds flight conditions. The performance of the helicopter SAS schemes are assessed with respect to the requirements of ADS‐33E‐PRF.

Findings

The SAS in the longitudinal axis meets the requirement of the Level 1 handling quality specifications in hover and low speed as well as for forward speed flight conditions. The SAS in the lateral axis meets the requirement of the Level 2 handling quality specifications in both hover and low speed as well as for forward speed flight conditions. The requirements of the inter axis coupling is also met and shown for the coupled dynamics case. The SAS in lateral axis may require an additional control augmentation system or adaptive control to meet the Level 1 requirements.

Originality/value

The study shows that the design of a SAS using LQR control algorithm with full state and output feedbacks can be used to meet ADS‐33 handling quality specifications.

Details

Aircraft Engineering and Aerospace Technology, vol. 80 no. 2
Type: Research Article
ISSN: 0002-2667

Keywords

Article
Publication date: 20 February 2007

Nelson Oly Ndubisi, Chan Kok Wah and Gibson C. Ndubisi

The purpose of this paper is to examine the impact of the relationship marketing underpinnings, namely: commitment; competence; communication and conflict handling on the…

12105

Abstract

Purpose

The purpose of this paper is to examine the impact of the relationship marketing underpinnings, namely: commitment; competence; communication and conflict handling on the one hand and customer loyalty on the other, as well as the mediation effects of trust and relationship quality.

Design/methodology/approach

Bank customers in Kota Kinabalu, Malaysia were surveyed using a questionnaire. Bank intercept technique was used in administering the instrument. A total of 220 customers provided the data for the study. Multiple regression analysis was used to measure the construct's relationship.

Findings

The results show that relationship marketing strategies, namely: communication; commitment; competence; and conflict handling are directly and indirectly (through trust and relationship quality) associated with customer loyalty. Moreover, trust and relationship quality are directly associated with loyalty.

Research limitations/implications

Although the study focuses on the banking industry in Malaysia, the outcome may be relevant to other service sectors. By identifying the relevant RM underpinnings in this sector, more researches adapting or replicating the present study in other sectors would help in pushing back the frontier of knowledge in the customer relationship management domain.

Practical implications

This study unveils how firms can use the relationship marketing (RM) strategy to nurture and keep loyal customers and how to manage the supplier‐customer relationship in the banking sector.

Originality/value

Not much is understood about the actual influences of the underpinnings of relationship marketing on customer loyalty from empirical evidence. This research would help organisations in evaluating the results of investments and sacrifices of the firm in building relationships with its customers.

Details

Journal of Enterprise Information Management, vol. 20 no. 2
Type: Research Article
ISSN: 1741-0398

Keywords

Article
Publication date: 1 December 2005

Nelson Oly Ndubisi and Chan Kok Wah

This research seeks to empirically evaluate the influence of the underpinnings of relationship marketing on the perceived quality of bank‐customer relationship, and on…

9268

Abstract

Purpose

This research seeks to empirically evaluate the influence of the underpinnings of relationship marketing on the perceived quality of bank‐customer relationship, and on customer satisfaction in the Malaysian banking sector.

Design/methodology/approach

A field survey of bank customers in Malaysia was conducted using a questionnaire. The data were factor‐analysed to determine the key dimensions of RM. The resulting dimensions were applied in the subsequent discriminant analyses conducted to determine which factors discriminate between customers on the basis of perceived bank‐customer relationship quality and customer satisfaction.

Findings

The results show that five key dimensions, namely: competence, communication, conflict handling, trust, and relationship quality, discriminate between customers in terms of perceived relationship quality and customer satisfaction. Moreover, overall bank‐customer relationship quality discriminates between satisfied customers and those who are not.

Research limitations/implications

This study was conducted in a bank setting, and may not be generalised in other industries. It has also not considered the impact of the relationship management underpinnings on customer loyalty. However, by employing these constructs, and replicating this study in other industries, researchers would be able to unveil the factors that discriminate between loyal customers and those who are not, and also produce more generic results.

Practical implications

Findings suggest that banks can create customer satisfaction by exhibiting trustworthy behaviour, showing genuine commitment to service, communicating information to customers efficiently and accurately, delivering services competently, handling potential and manifest conflicts skilfully, and improving overall customer relationship quality.

Originality/value

Interest in the subjects of relationship marketing and customer satisfaction has been growing among marketing researchers and practitioners. This study adds value by unveiling the key antecedents of relationship quality and customer satisfaction (using the relationship management approach) that can be used in customer relationship management. Customer relationship management itself enables organisations to leverage on privileged information gained through closeness to customers.

Details

International Journal of Bank Marketing, vol. 23 no. 7
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 29 November 2019

Pierre Eric Christian Johansson, Lennart Malmsköld, Åsa Fast-Berglund and Lena Moestam

The purpose of this paper is to describe challenges the manufacturing industry is currently facing when developing future assembly information systems. More specific, this…

Abstract

Purpose

The purpose of this paper is to describe challenges the manufacturing industry is currently facing when developing future assembly information systems. More specific, this paper focuses on the handling of assembly information from manufacturing engineering to the shop floor operators.

Design/methodology/approach

Multiple case studies have been conducted within one case company between 2014 and 2017. To broaden the perspective, interviews with additionally 17 large and global manufacturing companies and 3 industry experts have been held. Semi-structured interviews have been the main data collection method alongside observations and web questionnaires.

Findings

Six focus areas have been defined which address important challenges in the manufacturing industry. For manual assembly intense manufacturing company, challenges such as IT challenges, process challenges, assembly process disturbances, information availability, technology and process control, and assembly work instructions have been identified and hinder implementation of Industry 4.0 (I4.0).

Originality/value

This longitudinal study provides a current state analysis of the challenges the manufacturing industry is facing when handling assembly information. Despite the vast amount of initiatives within I4.0 and digitalization, this paper argues that the manufacturing industry needs to address the six defined focus areas to become more flexible and prepared for the transition toward a digitalized manufacturing industry.

Details

Journal of Manufacturing Technology Management, vol. 31 no. 5
Type: Research Article
ISSN: 1741-038X

Keywords

Article
Publication date: 13 March 2009

Nelson Oly Ndubisi and Christian N. Madu

This paper aims to examine the association of relationship marketing variables (namely trust, commitment, communication, and conflict handling) with overall firm‐customer…

1559

Abstract

Purpose

This paper aims to examine the association of relationship marketing variables (namely trust, commitment, communication, and conflict handling) with overall firm‐customer relationship quality between male and female customers of Malaysian banks.

Design/methodology/approach

Data were colleted through a field survey of randomly selected bank customers in Malaysia. Hierarchical multiple regression analysis (HMRA) was employed for data analysis.

Findings

The results show that relationship marketing explains a significant amount of variance in overall firm‐customer relationship quality. Except for communication, all the independent variables are significantly associated with perceived firm‐customer relationship quality. No significant gender differences were observed.

Originality/value

The quality of firm‐customer relationship is important in customer retention and loyalty. There are efforts to understand the relationship marketing variables that drive overall relationship quality, but whether this relationship is generic or differs between males and females is unknown. The paper provides this insight.

Details

International Journal of Quality & Reliability Management, vol. 26 no. 3
Type: Research Article
ISSN: 0265-671X

Keywords

Article
Publication date: 26 August 2014

Daniel Rippel, Michael Lütjen and Bernd Scholz-Reiter

In micro cold forming, the high degree of technological dependencies between manufacturing, quality inspection and handling technologies leads to an extremely complex…

Abstract

Purpose

In micro cold forming, the high degree of technological dependencies between manufacturing, quality inspection and handling technologies leads to an extremely complex planning of process chains. In addition, the lack of standardised processes and interfaces further complicates the planning. The paper aims to discuss these issues.

Design/methodology/approach

In order to provide consistent and comprehensive planning of micro manufacturing processes, this paper discusses a method, which integrates the planning of process flows, the planning of technological dependencies and capabilities, as well as of the corresponding material flow.

Findings

The paper presents the micro-process chain planning and analysis (μ-ProPlAn) framework. It consists of a specific modelling method, a simultaneous engineering procedure model for the model creation, as well as of methods for the analysis of technological dependencies and logistic key values along the modelled process chains.

Research limitations/implications

As the results presented in this paper originate from an on-going research project, the paper focuses on a detailed presentation of the modelling methodology and the procedure model.

Practical implications

In practice, the μ-ProPlAn framework provides process designers in the field of micro manufacturing with tools and methods to clearly depict the interdependencies between and within a product's different manufacturing stages.

Originality/value

By following a simultaneous engineering approach, μ-ProPlAn aims to reduce the efforts in process design by supporting the design of manufacturing processes in the early stages of the product design and by providing suitable methods for the analysis of these process chains.

Details

Journal of Manufacturing Technology Management, vol. 25 no. 7
Type: Research Article
ISSN: 1741-038X

Keywords

Article
Publication date: 1 December 2004

Stefan Lagrosen

The purpose of the study reported is to explore the approaches that multinational companies take in order to handle international differences in their management of quality

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Abstract

The purpose of the study reported is to explore the approaches that multinational companies take in order to handle international differences in their management of quality. Qualitative methods for data collection have been used. The empirical data consist of in‐depth and/or focus group interviews at five multinational companies. The study shows that, although the magnitude of the problems raised by international differences is limited, some important implications exist. The differences that have most impact are those of culture, and especially the cultural dimension of power distance. The issue of centralisation versus decentralisation is discussed. The importance of the commitment of top management and having a common value base throughout the company is highlighted. A framework for handling international differences in a multinational company is proposed.

Details

The TQM Magazine, vol. 16 no. 6
Type: Research Article
ISSN: 0954-478X

Keywords

1 – 10 of over 71000