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On shield tunnel construction (STC) site, human error is widely recognized as essential to accident. It is necessary to explain which factors lead to human error and how these factors can influence human performance. Human reliability analysis supports such necessity through modeling the performance shaping factors (PSFs). The purpose of this paper is to establish and validate a PSF taxonomy for the STC context.

The approach taken in this study mainly consists of three steps. First, a description of the STC context is proposed through the analysis of the STC context. Second, the literature which stretch across the PSF methodologies, cognitive psychology and human factors of STC and other construction industries are reviewed to develop an initial set of PSFs. Finally, a final PSF set is modified and validated based on STC task analysis and STC accidents cases.

The PSF taxonomy constituted by 4 main components, 4 hierarchies and 85 PSFs is established for human behavior modeling and simulation under the STC context. Furthermore, by comparing and evaluating the performance of STC PSF and existing PSF studies, the proposed PSF taxonomy meets the requirement for qualitative and quantitative analysis.

The PSF taxonomy can provide a basis and support for human behavior modeling and simulation under the STC context. Integrating PSFs into a behavior simulation model provides a more realistic and integrated assessment of human error by manifesting the influence of each PSFs on the cognitive processes. The simulation results can suggest concrete points for the improvement of STC safety management.

This paper develops a taxonomy of PSFs that addresses the various unique influences of the STC context on human behaviors. The harsh underground working conditions and diverse resources of system information are identified as key characteristics of the STC context. Furthermore, the PSF taxonomy can be integrated into a human cognitive behavior model to predict the worker’s behavior on STC site in future work.

This study aims to determine the main antecedents of customer engagement (market orientation, satisfaction, emotions and self-brand connection) and the relationship between customer engagement and customer loyalty in the retail-banking context.

A theoretical model of effects is tested using dyadic methodology, based on 225 dyads (bank branch manager–average of five branch customers). The authors use structural equation modelling (EQS 6.1) to test the relationships.

The results reveal a strong relationship between customer engagement and customer loyalty. Satisfaction is the main antecedent of customer engagement. Self-brand connection and emotions during the service also have a significant influence. Finally, branch market orientation has a positive influence on satisfaction and emotions.

The first concerns the transversal data used. Geographical context is the second limitation. Third, the study sample only included customers with experience of the financial services of a specific bank (online customers are not included). Finally, the dyads are based on the opinion of the branch manager, on one hand, and an average of five customers per branch, on the other.

The combination of the branding strategy at the corporate level and the relationship marketing strategy at branch office level creates a situation in which customer engagement and customer loyalty can thrive. The communication campaigns designed to promote the brand image and associate brand values with the personality of the banks’ current and potential customers help to create an emotional bond that represents a switching cost for the customer. The moments of truth in branch offices are crucial aspects in the retail bank strategy.

First, from the conceptual perspective, it establishes a direct relationship between customer engagement and customer loyalty. Second, it empirically tested Pansari and Kumar’s (2017) customer engagement framework, which establishes customer satisfaction and customer emotions as the antecedents of customer engagement. Third, the study took an innovative step in establishing two levels of customer emotions in the retail bank context: emotions generated by corporate branding and emotions that arise during the experience of purchase and consuming. Fourth, the study shows that the market orientation adopted not at the macro corporate level but at the individual branch level is crucial to the generation of positive relational outcomes in the service the customer receives. The fifth contribution is related to the fact that the research streams associated with market orientation and relationship quality have traditionally been studied in isolation.

Este estudio identifica los principales antecedentes del compromiso del cliente (orientación al mercado, satisfacción, emociones y conexión con la propia marca) así como la relación entre compromiso y lealtad en la banca minorista.

Se contrasta un modelo de efectos utilizando la metodología de diadas, basada en 225 asociaciones (director de la sucursal bancaria-promedio de cinco clientes por sucursal). Las relaciones se contrastan usando SEM (EQS 6.1).

El trabajo presenta diversas limitaciones como son el empleo de datos transversales, su aplicación en el mercado español, la inclusión de exclusiva de clientes con experiencia con un banco específico y no operan exclusivamente online. Por último, las díadas se basan en la opinión del director de la sucursal, por un lado, y de una media de cinco clientes por sucursal, por otro.

La combinación de la estrategia de marca a nivel corporativo y la estrategia de marketing relacional a nivel de sucursal crea una situación en la que el compromiso y la lealtad del cliente pueden desarrollarse. Las campañas de comunicación diseñadas para promover la imagen de marca y asociar los valores de marca con la personalidad de clientes actuales y potenciales ayudan a crear un vínculo emocional que supone un coste de cambio para el cliente. Los momentos de verdad en las sucursales son aspectos cruciales en la estrategia de la banca minorista.

Primero, se establece una relación directa entre el compromiso y la lealtad del cliente. Segundo, se contrasta la satisfacción y las emociones del cliente son antecedentes del compromiso. Tercero, se establecen dos niveles de emociones del cliente en banca minorista: las generadas por el branding corporativo y las que surgen durante la experiencia de compra. Cuarto, el estudio muestra que la orientación de mercado adoptada a nivel de oficina es crucial para generar resultados relacionales positivos con el cliente. Quinto, se combinan las corrientes de investigación asociadas con la orientación al mercado y la calidad de las relaciones.

Compromiso del cliente, Lealtad del cliente, Satisfacción, Emociones, Orientación al mercado, Banca minorista

Trabajo de investigación

The purpose of this paper is to analyze the role of bank branch managers’ perceptions of corporate social responsibility (CSR) in CSR marketing outcomes.

The paper proposes a causal model establishing that managers’ perceptions of CSR influence the perception of CSR held by the branch’s customers, which in turn directly affects customer satisfaction, customer trust, customer engagement and customer loyalty. The unit of analysis in this quantitative study is the bank branch. Two questionnaires were administered: one to branch managers and another to five customers in each branch.

Branch managers’ perceptions of CSR have a marked influence on customers’ perceptions of CSR, which again have a notable impact on the relationship variables studied: customer satisfaction, customer trust, customer engagement and customer loyalty.

The sample was taken from two banks in the same country (Spain) and only five customers were interviewed in each branch. The type of customers analyzed should be taken into account since a growing number of customers now carry out all of their banking online and are less likely to visit their branch.

The results highlight the importance of adopting socially responsible actions not only in the bank as a whole, but also in individual branches. It would, therefore, seem crucial for high level bank executives not only to involve branch managers in the bank’s CSR strategy, but also to empower them to undertake CSR actions that involve the customers and local community with which they interact.

First, the paper reveals the differences within the same organization in the way its CSR strategy is implemented. Second, intermediary figures or supervisors are shown to have a key role in ensuring the organization’s CSR strategy is effective. Third, the study emphasizes the importance of customers’ perception of CSR in achieving the main outcomes of relationship marketing (satisfaction, trust, engagement and loyalty). Fourth, the methodology applied in the study is innovative in its construction of dyads in which the branch is the unit of analysis, enabling a comparison between the manager’s perceptions of CSR with that of five customers from the same branch. Fifth, the findings add to the knowledge of a particularly relevant sector in the recent economic crisis, namely, the retail banking industry.

The paper examines academic historians' information interactions with material from digital historical-newspaper collections as the research process unfolds.

The study employed qualitative analysis from in-depth interviews with Finnish history scholars who use digitised historical newspapers as primary sources for their research. A model for task-based information interaction guided the collection and analysis of data.

The study revealed numerous information interactions within activities related to task-planning, the search process, selecting and working with the items and synthesis and reporting. The information interactions differ with the activities involved, which call for system support mechanisms specific to each activity type. Various activities feature information search, which is an essential research method for those using digital collections in the compilation and analysis of data. Furthermore, application of quantitative methods and multidisciplinary collaboration may be shaping culture in history research toward convergence with the research culture of the natural sciences.

For sustainable digital humanities infrastructure and digital collections, it is of great importance that system designers understand how the collections are accessed, why and their use in the real-world context. The study enriches understanding of the collections' utilisation and advances a theoretical framework for explicating task-based information interaction.

This article aims to open the black box of the relationship between customer experience and customer satisfaction. The authors also take a fine-grained approach to the concept of customer experience analysis in terms of four dimensions: basic service experience (BSE), moments of truth (MT), focus on results (FR) and peace of mind (PM).

A total sample of 185 industrial customers in Spain was collected via an online platform from March to April 2020. The data were analysed using partial least squares-structural equation modelling (PLS-SEM).

The results indicated that the four dimensions of customer experience are the foundation of commercial success (i.e. customer satisfaction) for express parcel companies in the business-to-business (B2B) environment. Therefore, the most innovative express parcel companies should not only pay attention to providing services in accordance with the customer agreement but also go beyond that; hence, these companies must understand customer needs to be able to offer a unique experience. Therefore, these companies must design experiences that go beyond pure technical delivery services.

Although previous work has linked customer experience to customer satisfaction, there is little work that does so specifically in an industry as in vogue as express parcels and less so in the B2B environment. In addition, this work analyses fine-grained customer experience in terms of grain's four dimensions, and therefore, the authors analyse how each dimension (e.g. more rational or more subjective dimensions) impacts customer satisfaction. Few studies have focussed on this type of analysis for express parcel companies in the B2B environment.

The purpose of this paper is to investigate the effects of two formal controls, namely target rigidity and process autonomy, on team adaptability and project success in new product development (NPD) projects. Target rigidity refers to performance goals that are non-negotiable once they have been set. Process autonomy refers to the extent to which a project team is free to choose ways to achieve its goals. Team adaptability is considered a key factor that explains the relationship between formal controls and project success.

Two separate models related to resource and cost measures are analysed, since different target types may influence managerial perceptions. This study uses data collected from a survey with 113 project managers as respondents.

The findings show that target rigidity and process autonomy support team adaptability. Furthermore, team adaptability mediates the impact of formal controls on project success. The effects are more pronounced for cost targets as compared to resource targets.

Firms can increase project success by using formal controls in such a way that they allow project managers to provide their teams with motivating guidelines (target rigidity) and discretion (process autonomy) to adapt to new circumstances.

This study reveals the impact of formal controls on NPD project success through team adaptability. A balanced use of target rigidity and process autonomy may help improving NPD project success.

The purpose of this paper is to investigate the applicability of a direct current (DC) hysteresis measurement on power transformer terminals for the subsequent hysteresis model parametrization in transformer grey box topology models.

Two transformer topology models with two different hysteresis models are used together with a DC hysteresis measurement via the power transformer terminals to parameterize the hysteresis models by means of an optimization. The calculated current waveform with the derived model in the transformer no-load condition is compared to the measured no-load current waveforms to validate the model.

The proposed DC hysteresis measurement via the power transformer terminals is suitable to parametrize two hysteresis models implemented in transformer topology models to calculate the no-load current waveforms.

Different approaches for the measurement and utilization of transformer terminal measurements for the hysteresis model parametrization are discussed in literature. The transformer topology models, derived with the presented approach, are able to reproduce the transformer no-load current waveform with acceptable accuracy.

The purpose of this paper is to examine a solution strategy for coupled nonlinear magnetic-thermal problems and apply it to the heating process of a thin moving steel sheet. Performing efficient numerical simulations of induction heating processes becomes ever more important because of faster production development cycles, where the quasi steady-state solution of the problem plays a pivotal role.

To avoid time-consuming transient simulations, the eddy current problem is transformed into frequency domain and a harmonic balancing scheme is used to take into account the nonlinear BH-curve. The thermal problem is solved in steady-state domain, which is carried out by including a convective term to model the stationary heat transport due to the sheet velocity.

The presented solution strategy is compared to a classical nonlinear transient reference solution of the eddy current problem and shows good convergence, even for a small number of considered harmonics.

Numerical simulations of induction heating processes are necessary to fully understand certain phenomena, e.g. local overheating of areas in thin structures. With the presented approach it is possible to perform large 3D simulations without excessive computational resources by exploiting certain properties of the multiharmonic solution of the eddy current problem. Together with the use of nonconforming interfaces, the overall computational complexity of the problem can be decreased significantly.

The process of knowledge production is usually assigned to scientists who use specific methods to extract knowledge from someone else's experience. Usually this includes collecting, aggregating and interpreting data from an uninvolved point of view; that is, from the outside. This procedure is supposed to guarantee objectivity and generalisation. Many child sexual abuse (CSA) survivors reject such an approach that turns them into objects again. This presents a problem for research because it limits the number and contribution of potential participants and can lead to bias. In self-help groups of CSA survivors, an enormous amount of experiential knowledge accumulates, and sometimes this is transferred into more than only individually valid knowledge. Based on this experience and aiming for more agency of CSA Survivors, a group of adult survivors and researchers developed a new approach to research. It focuses on the development of self-organised research, which enables survivors of sexualised violence to practice research without losing agency. They are indispensable and elementary parts in all phases of the process. This chapter shows one way of formalising this process so quality criteria can be developed and applied. Following the presented approach, evaluation of the presented methods is the appropriate next step because self-help groups give reason to estimate significant outcomes. These outcomes not only enable self-help groups of CSA survivors to incorporate new methods but also include the chance to empower adults, children or youth who have been victims of sexualised violence.

The purpose of this paper is to evaluate the worst-case behavior of a given electronic circuit by varying the values of the components in a meaningful way in order not to exceed pre-defined currents or voltages limits during a transient operation.

An analytic formulation is used to identify the time-dependent solution of voltages or currents using proper state equations in closed form. Circuits with linear elements can be described by a system of differential equations, while circuits composing nonlinear elements are described by piecewise-linear models. A sequential quadratic program (SQP) is used to find the worst-case scenario.

It is found that the worst-case scenario can be obtained with as few solutions to the forward problem as possible by applying an SQP method.

The SQP method in combination with the analytic forward solver approach shows that the worst-case limit converges in a few steps even if the worst-case limit is not on the boundary of the parameters.