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The purpose of this study is to present and explain a new customer segmentation approach inspired by failure mode and effect analysis (FMEA) which can help classify customers into more accurate segments.

The present study offers a look at the three most commonly used approaches to assessing customer loyalty:net promoter score, loyalty ladder and loyalty matrix. A survey on the quality of restaurant services compares the results of categorizing customers according to these three most frequently used approaches.

A new way of categorizing customers through loyalty priority number (LPN) is proposed. LPN was designed as a major segmentation criterion consisting of customer loyalty rate, frequency of purchase of products or services and value of purchases. Using the proposed approach allows to categorize customers into four more comprehensive groups: random, bronze, silver and gold – according to their loyalty and value to the organization.

Survey will bring a more accurate way of categorizing customers even in those sectors where transaction data are not available. More accurate customer categorization will enable organizations to use targeting tools more effectively and improve product positioning.

The most commonly used categorization approaches such as net promoter score, loyalty ladder or loyalty matrix offer relatively general information about customer groups. The present study combines the benefits of these approaches with the principles of FMEA. The case study not only made it possible to offer a view of the real application of the proposed approach but also made it possible to make a uniform comparison of the accuracy of customer categorization.

Violence toward frontline health-care workers (HCWs) from patients and visitors is a pervasive issue that ranges from verbal and psychological abuse to physical assault. The emergence of the COVID-19 pandemic has led to increased reports of escalated verbal workplace aggressions (VWPAs); however, most studies have been conducted internationally. Studies based in the USA have focused on physical violence experienced by nurses and paramedics in emergency situations. The purpose of this study is to learn about the experiences of different levels of frontline HCWs with VWPA from patients and visitors and discover ways to address this issue.

This qualitative descriptive study asked registered nurses, licensed practical nurses and patient care technicians from one health-care system about their experiences with patient and visitor VWPA using an anonymous, voluntary open-ended survey and in-person interviews. In all, 31 participants completed the survey and 2 were interviewed. Data were analyzed using content analysis.

Three themes emerged from the data: the experience, moving through and moving forward. Frontline HCWs described experiences of VWPA, indicating its forms, frequency and conditions. They used coping, along with personal and professional measures, to manage and move through the situation. Moving forward was captured as suggestions for the future and conveyed hope for a perfect state.

The experiences of frontline HCWs offered insight into how they perceive and cope with difficult encounters. Recommendations relate to not only implementing interventions that support frontline HCWs but also creating a culture where aggression is not tolerated and addressing perpetrator behavior is a priority.

In the past few years, HB-like protocols have gained much attention in the field of lightweight authentication protocols due to their efficient functioning and large potential applications in low-cost radio frequency identification tags, which are on the other side spreading so fast. However, most published HB protocols are vulnerable to man-in-the-middle attacks such as GRS or OOV attacks. The purpose of this research is to investigate security issues pertaining to HB-like protocols with an aim of improving their security and efficiency.

In this paper, a new and secure variant of HB family protocols named HB-MP* is proposed and designed, using the techniques of random rotation. The security of the proposed protocol is proven using formal proofs. Also, a prototype of the protocol is implemented to check its applicability, test the security in implementation and to compare its performance with the most related protocol.

The HB-MP* protocol is found secure against passive and active adversaries and is implementable within the tight resource constraints of today’s EPC-type RFID tags. Accordingly, the HB-MP* protocol provides higher security than previous HB-like protocols without sacrificing performance.

This paper proposes a new HB variant called HB-MP* that tries to be immune against the pre-mentioned attacks and at the same time keeping the simple structure. It will use only lightweight operations to randomize the rotation of the secret.

The purpose of this paper is to establish labour productivity norms (LPNs) on an elemental basis to investigate a measurement for the labour productivity (LP) of aluminium system formwork (ASF) in low-cost housing projects (LHPs) in Sri Lanka.

Case study approach was selected as the most appropriate for the study and semi-structured interviews, document review and direct observations were used for the data collection. Four case studies were conducted. Eight semi-structured interviews were conducted among four cases. Further, document review was used in three cases, and direct observation was used in one case. The validation of the results was not possible in a real life project due to time limitations.

The findings identified six labour productivity factors (LPFs) affecting the LP of ASF. The need for LPNs for ASF on an elemental basis is identified. Further, LPNs were developed using LPFs.

This research was limited to LHPs for underserved settlements in Colombo, Sri Lanka which use ASF. The LPNs were prepared based on time studies and were restricted to structural elements such as slabs, beams and columns.

The LPNs were developed for ASF in LHPs based on the effect of weather, crew, site, management and project factors. Further, the study addresses a gap in the literature regarding the development of LPNs of ASF for LPHs in Sri Lanka. LPNs for ASF have enhanced LP while promoting economic and social stability in the industry.

The changing dynamics of current workplaces and the increasing employment of professionals in large bureaucratic organizations calls for a renewed examination of commitment at work. This study assesses a three-component model of professional commitment in a unionized environment to determine the applicability of a three-component model of professional commitment and its effect on participation in union and professional activities. This paper aims to discuss these issues.

A cross-sectional survey of licensed practical nurses tests the validity of a three-component model of professional commitment concurrent with union commitment; the impact of commitment on varying levels of participation in union and professional activities is examined.

Support is found for a three component of professional commitment based on Meyer and Allen's model of organizational commitment. Normative professional commitment has an inverse relationship to outcomes compared to professional affective commitment and union affective commitment, eflecting the professional socialization process.

Sample size limits the generalizability of the findings. A larger study, with longitudinal design, would contribute to understanding the operation of union and professional commitment in the same workplace.

Support for a variety of union and professional activities is linked to both union and professional commitment, indicating there may be shared values motivating participation in these activities. It may be possible to overcome the negative association between normative commitment and engagement in activities through emphasis on affective commitment to both the union and the profession.

The findings are important for the increasing number of professionals employed in unionized settings, particularly in the public sector, whose collective bargaining rights are being threatened.

The purpose of this paper was to evaluate a pilot training programme run by Health Education North West to promote clinical leadership amongst general dental practitioners (GDPs). New powers and responsibilities for clinicians have caused a fundamental shift in the way that local services are planned and delivered in England. GDPs are being appointed onto the boards of local professional networks (LPNs) to influence the way that services are delivered at a local level. Analogous to clinical commissioning groups in medicine, the role of LPNs is to ensure that GDPs lead change and drive up the quality of service provision. Clinical leadership has been argued to be fundamentally important in these new structures, but has received little attention in the dental literature.

Semi-structured interviews and a focus group were held with participants of the pilot to explore their understanding and experience of clinical leadership. These were recorded, transcribed verbatim and underwent thematic analysis.

Nineteen codes were identified and organized into four themes: nature of clinical leadership, challenges for clinical leaders in dentistry, Leadership Exploration and Discovery programme evaluation and future direction.

The research provides an understanding of how GDPs conceptualise clinical leadership and provides recommendations for future leadership training programmes.

This is the first evaluation of a leadership programme for GDPs and so helps address the paucity of evidence in the dental literature.

The aim of this paper is to analyse the influence of a multinational company (MNC) on its local supplier's network. In particular, how the MNC influences the performance of supplier as well as non‐supplier local companies.

The paper studies a local productive system involved in the manufacturing of lighting systems for automobiles, and made up of small and medium sized companies and led by a single multinational corporation which contracts out to the local industry. The analysis includes both suppliers to the multinational as well as non‐suppliers.

The study shows how the existence of knowledge transfer influences productivity through the productive linkage established with local suppliers and their hiring of MNC former managers. Direct local suppliers experience higher productivity than do local suppliers from lower levels of the supply chain. Similarly, local suppliers hiring MNC former managers show higher productivity than those who have hired only local managers.

One of the limitations of this paper is the size of the population studied. This paper focuses on one local supplier's network, and it only shows a very local experience. Another limitation is the difficulty in measuring the intensity of every channel of knowledge transfer. Thus, in the case of direct suppliers, it is very difficult to separate the effects of the knowledge transfer derived from the productive link and the effects derived from workers' mobility.

This paper identifies the key factors that influence the performance of the knowledge transfer into multinational corporation suppliers' networks related with the productitivy of local companies.

Few studies examine physical environmental factors and their effects on staff health, effectiveness, work errors and job satisfaction. To address this gap, this study aims to examine environmental features and their role in medication and nursing errors in long‐term care facilities.

A mixed methodological strategy was used. Data were collected via focus groups, observing medication preparation and administration, and a nursing staff survey in four facilities.

The paper reveals that, during the medication preparation phase, physical design, such as medication room layout, is a major source of potential errors. During medication administration, social environment is more likely to contribute to errors. Interruptions, noise and staff shortages were particular problems.

The survey's relatively small sample size needs to be considered when interpreting the findings. Also, actual error data could not be included as existing records were incomplete.

The study offers several relatively low‐cost recommendations to help staff reduce medication errors. Physical environmental factors are important when addressing measures to reduce errors.

The findings of this study underscore the fact that the physical environment's influence on the possibility of medication errors is often neglected. This study contributes to the scarce empirical literature examining the relationship between physical design and patient safety.

The paper aims to examine the effect of varying intensities of personal nostalgia on cognition, attitudes, and purchase intention.

Data were collected using convenience sampling via a self‐administered questionnaire in a large Australian university. Respondents were exposed to nostalgic cue laden advertising stimulus. A total of 514 responses were analysed. The questionnaire includes a thought collection exercise and scales to measure personal nostalgia, attitudes, and intention. Analysis of variance and multivariate analysis of variance were used to analyse the data.

A number of cognitive reactions are significantly affected when moving from a low to moderate or high level of personal nostalgia. However, no significant benefit in the cognitive responses tested is achieved by moving from moderate to high levels. In contrast, attitudes and intentions improve significantly with each increase of personal nostalgia.

The paper focuses only on personal nostalgia and one product category. Respondent characteristics are also limited. These issues should be examined with future research. Comparisons of responses under types of nostalgic reactions are also needed.

The paper provides practitioners with a vastly improved understanding of consumer responses when varying levels of personal nostalgia are experienced. Practitioners should note the significant change in advert‐execution related thoughts between intensity levels could be beneficial or harmful, depending on the desired response. The research indicates it is worthwhile to encourage high levels of personal nostalgia in comparison to settling for a low or moderate level as although cognitive responses do not significantly change, attitudes and intention to purchase significantly improve.

The vast majority of previous studies focus on nostalgia as a unified concept. Although personal nostalgia is distinct from other nostalgic reactions, no empirical research examines how consumer reactions are affected by varying levels of this specific nostalgic response.

The purpose of this paper is to disseminate a new model that addresses the urgent social challenge of providing adequate long-term care in rural circumstances through innovative use of existing resources, and to suggest future research.

This paper is exploratory in and is based upon the analysis of qualitative observations (interviews and site visits) framed in the financial and operational records of the facility studied, macro- and micro-level demographics, and the scholarly and practice literatures.

Significant cost savings upon implementation, improvements in quality of care and both worker and client satisfaction were observed.

The model has been in operation only one year; the trend has been positive, however, more research is needed to identify its stability and develop a more refined description of its components: while essential features of this innovative model can be applied in any residential long-term care situation, replicating its success is obviously linked with the skill and authority of the director. Evaluation research is currently in progress.

The paper suggests budget-neutral solutions to persistent challenges of caring for older adults in rural circumstances.

Quality and financing of long-term residential care for elders is insufficient and worsening. This model addresses problems central to financing and quality of care by connecting existing resources in new ways. It does not require additional funding or changes in qualifications required for jobs.

The model is the original creation of a residential long-term care facility director working with a network of partnerships that he discovered and developed: partnerships include a broad range of organizations in the public and non-profit sectors, and the state university.