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This paper compares traditional and digital banks in nine categories of complaints and provides insights to improve complaint management performance.

A sample of the major Brazilian banks was defined, with four traditional and four digital banks. The grey relational analysis (GRA) method was applied as an analytical tool to compare the most frequent complaints of traditional and digital banks. The most critical complaints identified were considered to discuss potential improvements in complaint management using quality and service management system concepts.

The GRA method enabled the development of a ranking of nine complaint categories, considering the uncertainty involved in the data and differentiating between traditional and digital banks. The most critical complaint categories, regardless of business model, were “unauthorized charges” and “poor service,” which were ranked first and second in the frequency rankings. Traditional and digital banks differed the most in the complaint category “unfair charge,” ranking third and eighth in the rankings, respectively.

Managers from traditional and digital banks can improve complaint management performance by applying ISO 9001 and ISO 20000 concepts such as incident, problem, change, service level, availability, capacity, information technology service continuity and financial management.

The study's findings can help bank managers improve service levels in the face of technological competition. Improving these organizations is an important factor for developing countries such as Brazil.

This paper reveals the differences between two business models regarding complaint management. It also considers a methodological approach to include the uncertainty related to customers' perception and subjectivity inherent to complaints.

Despite striving for resilience and a sustainable urban future, European cities face a multitude of crisis caused by both natural and human-induced risks. This paper asks two key questions: How have cities experienced and managed crises situations they encountered? and What are the plans and actions for embedding sustainability at a local level within a clear decision-making structure? Hence, it aims to examine urban resilience in the context of urban crisis and the associated health concerns that took place because of crisis situations, while identifying sustainable urban development initiatives and strategies that were conceived and implemented beyond crisis.

An evidence-based analytical approach is undertaken following two lines of inquiry. The first is case-based and identifies 11 cities that have experienced crisis situations and a further 10 cities that have instigated urban resilience strategies. The second is theme-based and engages with identifying strategies relevant to sustainable urban development at city and project levels. The outcomes of the two lines of inquiry are verified by mapping the lessons learned from the analysis to recent international guidance and a further co-visioning workshop with 6 experts.

The evidence-based analysis reveals key lessons which were classified under two primary types of findings: (a) lessons learned for a future urban resilience resulting from the 1st line of Inquiry (case-based) and (b) lessons learned for a future sustainable urban development resulting from the 2nd line of inquiry (theme-based). The verified lessons provide four areas that can be utilised as key priorities for future urban resilience and sustainable urban development including (a) Governance, effective communication, and decision making for city resilience and urban sustainability; (b) the social dimension of resilience and participatory practices for sustainable urban development; (c) from implicit strategies for health to positive impact on health; and (d) diversification of initiatives and localisation of sustainable development endeavours.

There is always limitation on what a bibliometrics analysis can offer in terms of the nature of evidence and the type of knowledge generated from the investigation. This limitation manifests in the fact that the analysis engages with the body of knowledge but not based on engaging physically or socially with the contexts within which the cases took place or through empirical investigations including systematic observations, focused interviews, and attitude surveys. While the study does not generate empirical findings, the rigour of the bibliometrics analysis offers a credible and reliable evidence on how cities experienced and managed crises situations and their current plans and priority actions for embedding and localising sustainable development measures.

This research conveys significant implications for policy, practice, and action in that it crystalises the view that understanding urban resilience and sustainability, at the city or urban level, requires coupling the two. The findings offer a solid foundation for a more contextualised, evidence-based examination of urban resilience and sustainability during and beyond crisis. Highlighting urban and health challenges that emerged from experienced crisis situations, how these were managed and developing an understanding of sustainable urban development and local resilience strategies elucidate insights that can be adopted and acted upon by city councils and built environment practitioners.

The analysis provides comprehensive insights into urban resilience and sustainable urban development at both city and continental Europe scales in the form of key lessons that represent the first step towards developing rudiments for building a better urban future. Little is known about resilience and sustainability at these scales. The originality of this work lies in the breadth and depth for capturing an inclusive understanding of urban resilience and sustainable urban development based on systematic inquiry and scrutinising the body of knowledge emerged over the past 2 decades.

Hyperautomation is a technological concept whose popularity has been growing continuously since the German manufacturing industry “initiated” the Fourth Industrial Revolution (Industry 4.0), whereas, on the basis of theory, hyperautomation is a term still new and little recognized. This applies equally to scientific studies (articles, conference reports) and empirical studies (quantitative, qualitative). Therefore, this article attempts to fill definition gap that exists in the literature on management and quality sciences on the term hyperautomation.

The authors use literature review approach to identify the gaps in the existing literature on hyperautomation. They present a nominal definition of hyperautomation, discuss related issues and provide a comparative perspective between hyperautomation and automation.

The article’s findings include a precise definition of hyperautomation and the problems it raises. The authors point out that the term “hyperautomation” is still relatively new and underutilized in the management and quality sciences literature. It also compares hyperautomation to automation from several angles and emphasizes how it affects businesses, industries and other economic sectors.

Authors emphasize that in order to deploy hyperautomation successfully, enterprises must take a distributed and integrated approach.

This article addresses a gap in the management and quality sciences literature about the definition of hyperautomation. Authors give a thorough explanation of hyperautomation, along with relevant problems, useful implications and a comparison between hyperautomation versus automation.

This study aims to explore supply chain resilience (SCR) and provides a unique resilience index. The work measures the resilience status of 37 organizations across 22 industries and provides insight into accessing the supply chain (SC) vulnerability in an uncertain environment.

This study involves measuring the resilience status of 37 organizations across 22 industries based on a subjective decision-making approach using fuzzy logic. Experts from industries rated the importance and level of implementation of 33 attributes of SCR, which are used to develop a fuzzy index of implementation that explains the resilience status of organizations.

A novel coexistent resilience index is computed based on mutualism to exhibit the proportion of contribution or learning of each attribute of an organization in an industry. The research will enhance the response plans and formation of strategic alliances for mutual coexistence by industry.

Evidence-based interpretations and suggestions are provided for each industry to enhance resilience through coexistence.

The work uniquely contributes to academic literature and SC strategy. The novel coexistent resilience index is computed based on mutualism, facilitating researchers to access SC resiliency.

Although extensive research has been conducted on precast production, irregular component loading constraints have received little attention, resulting in limitations for transportation cost optimization. Traditional irregular component loading methods are based on past performance, which frequently wastes vehicle space. Additionally, real-time road conditions, precast component assembly times, and delivery vehicle waiting times due to equipment constraints at the construction site affect transportation time and overall transportation costs. Therefore, this paper aims to provide an optimization model for Just-In-Time (JIT) delivery of precast components considering 3D loading constraints, real-time road conditions and assembly time.

In order to propose a JIT (just-in-time) delivery optimization model, the effects of the sizes of irregular precast components, the assembly time, and the loading methods are considered in the 3D loading constraint model. In addition, for JIT delivery, incorporating real-time road conditions in the transportation process is essential to mitigate delays in the delivery of precast components. The 3D precast component loading problem is solved by using a hybrid genetic algorithm which mixes the genetic algorithm and the simulated annealing algorithm.

A real case study was used to validate the JIT delivery optimization model. The results indicated this study contributes to the optimization of strategies for loading irregular precast components and the reduction of transportation costs by 5.38%.

This study establishes a JIT delivery optimization model with the aim of reducing transportation costs by considering 3D loading constraints, real-time road conditions and assembly time. The irregular precast component is simplified into 3D bounding box and loaded with three-space division heuristic packing algorithm. In addition, the hybrid algorithm mixing the genetic algorithm and the simulated annealing algorithm is to solve the 3D container loading problem, which provides both global search capability and the ability to perform local searching. The JIT delivery optimization model can provide decision-makers with a more comprehensive and economical strategy for loading and transporting irregular precast components.

This study aims to comprehensively investigate the mixed-mode fracture behavior and mechanical properties of selective laser sintering (SLS) polyamide 12 (PA12) components, considering different build orientations and layer thicknesses. The primary objectives include the following. Conducting mixed-mode fracture and mechanical analyses on SLS PA12 parts. Investigating the influence of build orientation and layer thickness on the mechanical properties of SLS-printed components. Examining the fracture mechanisms of SLS-produced Arcan fracture and tensile specimens through experimental methods and finite element analyses.

The research used a combination of experimental techniques and numerical analyses. Tensile and Arcan fracture specimens were fabricated using the SLS process with varying build orientations (X, X–Y, Z) and layer thicknesses (0.1 mm, 0.2 mm). Mechanical properties, including tensile strength, modulus of elasticity and critical stress intensity factor, were quantified through experimental testing. Mixed-mode fracture tests were conducted using a specialized fixture, and finite element analyses using the J-integral method were performed to calculate fracture toughness. Scanning electron microscopy (SEM) was used for detailed morphological analysis of fractured surfaces.

The investigation revealed that the highest tensile properties were achieved in samples fabricated horizontally in the X orientation with a layer thickness of 0.1 mm. Additionally, parts manufactured with a layer thickness of 0.2 mm exhibited favorable mixed-mode fracture behavior. The results emphasize the significance of build orientation and layer thickness in influencing mechanical properties and fracture behavior. SEM analysis provided valuable insights into the failure mechanisms of SLS-produced PA12 components.

This study contributes to the field of additive manufacturing by providing a comprehensive analysis of the mixed-mode fracture behavior and mechanical properties of SLS-produced PA12 components. The investigation offers novel insights into the influence of build orientation and layer thickness on the performance of such components. The combination of experimental testing, numerical analyses and SEM morphological observations enhances the understanding of fracture behavior in additive manufacturing processes. The findings contribute to optimizing the design and manufacturing of high-quality PA12 components using SLS technology.

This study aims to investigate how a sample of US municipalities use social media for strategic communication, focusing on efforts to effectively measure and evaluate that communication. Research questions focus on measurement and evaluation practices, as well as the motivations and impacts associated with these practices.

This research uses a qualitative approach. Interviews were conducted with 12 municipal government personnel responsible for social media communication. The self-selected participants represent 10 states and all US Census regions. Data was content analyzed and categorized according to four research questions, with emergent themes described.

The results show a diverse set of approaches and motivations, with surface-level measurement and evaluation methods. Initial efforts at more ad hoc use of social media are moving toward more deliberate strategies, but limited resources inhibit progress for some municipalities.

Few studies exist which explore how US municipalities formally measure and evaluate their social media activities as part of their overall strategic communication efforts. This study adds to the existing literature by providing insight into the measurement and evaluation practices that municipalities use to assess their social media communication. The study also provides a basis for larger and deeper investigations of municipal strategic communication practices related to measurement and evaluation.

Spare Parts Management (SPM) and Industry 4.0 has proven their importance. However, employment of Industry 4.0 solutions for SPM is at emerging stage. To address the issue, this article is aimed toward a systematic literature review on SPM in Industry 4.0 era and identification of research gaps in the field with prospects.

Research articles were reviewed and analyzed through a content-based analysis using four step process model. The proposed framework consists of five categories such as Inventory Management, Types of Spares, Circularity based on 6Rs, Performance Indicators and Strategic and Operational. Based on these categories, a total of 118 research articles published between 1998 and 2022 were reviewed.

The technological solutions of Industry 4.0 concepts have provided numerous opportunities for SPM. Industry 4.0 hi-tech solutions can enhance agility, operational efficiency, quality of product and service, customer satisfaction, sustainability and profitability.

The review of articles provides an integrated framework which recognizes implementation issues and challenges in the field. The proposed framework will support academia and practitioners toward implementation of technological solutions of Industry 4.0 in SPM. Implementation of Industry 4.0 in SPM may help in improving the triple bottom line aspect of sustainability which can make significant contribution to academia, practitioners and society.

The examination uncovered a scarcity of research in the intersection of SPM and Industry 4.0 concepts, suggesting a significant opportunity for additional investigative efforts.

Experiencing more frequent, system-wide disruptions, such as pandemics and geopolitical conflicts, supply chains can be largely destabilized by a lack of materials, services or components. Supply chain resilience (SCRES) constitutes the network ability to recover after and survive during such unexpected events. To enhance the understanding of SCRES as a system-wide quality, this study tests a comprehensive SCRES model with data from multiple industries.

The study proposes a theoretical framework conceptualizing SCRES as system quality, extending the classical proactive/reactive taxonomy by multiple system states consisting of the supply system properties, behaviors and responses to disruptions. Underlying hypotheses were tested using an online survey. The sample consists of 219 responses from German industries. Maximum likelihood structural equation modeling (ML-SEM) and moderation analysis were used for analyzing the survey data. The study was particularly designed to elaborate on supply chain theory.

Two pathways of parallel SCRES building were identified: proactive preparedness via anticipation and reactive responsiveness via agility. Both system responses are primarily built simultaneously rather than successively. The present study further provides empirical evidence on the central role of visibility and velocity in achieving comprehensive SCRES, while flexibility only exerts short-term support after a disruption. The study additionally points to potential “spillover effects” such as the vital role of proactive SCRES in achieving reactive responsiveness.

The present study confirms and expands existing theories on SCRES. While stressing the multidimensionality of SCRES, it theorizes the (inter-)temporal evolution of a system and offers practical guidelines for SCRES building in various industrial contexts. It thus supports the transformation toward more resilient and viable supply chains, contributing to the increasing efforts of middle-range theory building to achieve an overarching theory. The study also points to potential future research avenues.

The purpose of this study is to experimentally investigate the large deformation compression characteristics of fused deposition modelling (FDM)-printed poly lactic acid (PLA), considering the combined effect of infill density and strain rate, and to develop a constitutive viscoplastic model that can incorporate the infill density to predict the experimental result.

The experimental approach focuses on strain rate-dependent (2.1 × 10⁻⁴, 2.1 × 10⁻³, and 2.1 × 10⁻² s⁻¹) compression testing for varied infill densities. Scanning electron microscopy (SEM) imaging of compressed materials is used to investigate deformation processes. A hyperelastic-viscoplastic constitutive model is constructed that can predict mechanical deformations at different strain rates and infill densities.

The yield stress of PLA increased with increase in strain rate and infill density. However, higher degree of strain-softening response was witnessed for the strain rate corresponding to 2.1 × 10⁻² s⁻¹. While filament splitting and twisting were identified as the damage mechanisms at higher strain rates, matrix crazing was observed as the primary deformation mechanism for higher infill density (95%). The developed constitutive model captured yield stress and post-yield softening behaviour of FDM build PLA samples with a high R² value of 0.99.

This paper addresses the need to analyse and predict the mechanical response of FDM print polymers (PLA) undergoing extensive strain-compressive loading through a hyperelastic-viscoplastic constitutive model. This study links combined effects of the printing parameter (infill density) with the experimental parameter (strain rate).