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1 – 10 of over 31000Hamed Dabaghi, Saeid Saieda Ardakani and Seyed Mohammad Tabataba’i-Nasab
The purpose of this paper is to focus on the emerging phenomenon of medical tourism in the context of Iran from a customer experience management perspective and benchmark of their…
Abstract
Purpose
The purpose of this paper is to focus on the emerging phenomenon of medical tourism in the context of Iran from a customer experience management perspective and benchmark of their judgment including positive or negative, of the experience they have achieved of the Iranian health (medical) experience (CE) and suggest scenarios for the improvement of the Iranian customer experience management (CEM).
Design/methodology/approach
The research methodologies and research methods that are used in this descriptive-analytical research are based on an inspection of the remarkable literature related to medical tourism and customer experience management. The data gathering instrument is a researcher-made questionnaire based on the variables in the conceptual model extracted from the research literature. The study was conducted from May to August 2019. The population cohort of this study was the foreign patients calling selected Iranian hospitals and the sampling method was a purposive and snowball sample of prospective medical tourists. As the study was conducted throughout Iran, some important hospitals in Iran were selected by stratified sampling Yang et al. (2020b). The sample size and data saturation were 500 participants Lv and Song (2019). The collected data using the questionnaire were analyzed by SPSS software and statistical tests.
Findings
According to the results, the customer experience management statistical significance in the task aspect is (p = 0.0523), in the mechanical aspect is (p = 0.0563), in the human aspect is (p = 0.0544). The study showed positive customer experience among the patients who had been treated in the Iranian hospitals.
Originality/value
There is a lack of study that focuses on medical tourism and customer experience management in Iran. Therefore, based on the results of this study, the experience of medical tourists in Iran proved to be positive and satisfying. As little research has been conducted in the area of customer experience management (CEM) in Iranian medical tourism, future researchers can use these valuable results precisely and in more detail to benchmark more accurately the customer experience in all areas of medical and health tourism and other research areas in different aspects of CEM in Iran.
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Mats Sundgren and Alexander Styhre
The role of intuition receives little attention in the literature on organizational creativity. This paper describes a study of the role of intuition and its implications for…
Abstract
The role of intuition receives little attention in the literature on organizational creativity. This paper describes a study of the role of intuition and its implications for organizational creativity within pharmaceutical research. The study applies French philosopher Bergson's philosophy of intuition. The study is based on a series of interviews with employees in pre‐clinical research (discovery) in a major pharmaceutical company; in this context, creativity is defined as an organization's ability to bring forth a new candidate drug in the gastrointestinal and cardiovascular therapy areas. This paper concludes that intuition is a resource that facilitates new drug development. Pharmaceutical researchers perceive the roles of intuition and creativity as intertwined in ground‐breaking innovations. However intuition is a controversial phenomenon in the organization because it opposes reductionistic and analytical forms of thinking, which are highly prized in new drug development. Bergson's philosophy may form a fruitful foundation from which intuition and its relevance for organizational creativity can be exploited.
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Shilpa Chauhan, Asif Akhtar and Ashish Gupta
This study aims to demonstrate digital banking’s influence on customers’ evaluation of service experience and develop a framework identifying the most significant variables of…
Abstract
Purpose
This study aims to demonstrate digital banking’s influence on customers’ evaluation of service experience and develop a framework identifying the most significant variables of digital banking that influence the financial performance of banks.
Design/methodology/approach
This structured review of literature, guided with the preferred reporting items for systematic reviews and meta-analyses framework, takes a digital banking perspective to identify 88 articles published between 2001 and 2021, examining distinct aspects of digital banking and their impact on financial performance.
Findings
Customer experience (CE) is determined by functional clues (functional quality, trust and convenience), mechanic clues (website attributes, website design, perceived usability) and humanic clues (customer complaint handling). The study is furthered to combine CE with the service profit chain model. This study also fills the gap to understand the use of “gamification” in technology-driven banking services to enhance CE. Finally, an integrative framework is proposed to link technology-related factors (digital banking clues and gamification), customer-related factors (CE, customer satisfaction and customer loyalty) and performance-related factors (financial performance).
Practical implications
The study conceptualises a “total” CE framework that banks can use to enhance their online presence. Banking service providers could also analyse their financial results based on digital banking’s impact on customers. Besides, banks can use this framework to strategically place “game-like features” in their digital platforms.
Originality/value
This study attempts to significantly contribute to the digital marketing literature related to CE with banks. It is one of the first studies to determine gamification explicitly in banking literature.
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Jonathan Torres, Matthew Cole, Allen Owji, Zachary DeMastry and Ali P. Gordon
This paper aims to present the influences of several production variables on the mechanical properties of specimens manufactured using fused deposition modeling (FDM) with…
Abstract
Purpose
This paper aims to present the influences of several production variables on the mechanical properties of specimens manufactured using fused deposition modeling (FDM) with polylactic acid (PLA) as a media and relate the practical and experimental implications of these as related to stiffness, strength, ductility and generalized loading.
Design/methodology/approach
A two-factor-level Taguchi test matrix was defined to allow streamlined mechanical testing of several different fabrication settings using a reduced array of experiments. Specimens were manufactured and tested according to ASTM E8/D638 and E399/D5045 standards for tensile and fracture testing. After initial analysis of mechanical properties derived from mechanical tests, analysis of variance was used to infer optimized production variables for general use and for application/load-specific instances.
Findings
Production variables are determined to yield optimized mechanical properties under tensile and fracture-type loading as related to orientation of loading and fabrication.
Practical implications
The relation of production variables and their interactions and the manner in which they influence mechanical properties provide insight to the feasibility of using FDM for rapid manufacturing of components for experimental, commercial or consumer-level use.
Originality/value
This paper is the first report of research on the characterization of the mechanical properties of PLA coupons manufactured using FDM by the Taguchi method. The investigation is relevant both in commercial and consumer-level aspects, given both the currently increasing utilization of 3D printers for component production and the viability of PLA as a renewable, biocompatible material for use in structural applications.
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Summarizes briefly the dramatic advances made in the reliability of mechanical seals for rotating shafts in the process chemical and petrochemical industries over the last 30…
Abstract
Summarizes briefly the dramatic advances made in the reliability of mechanical seals for rotating shafts in the process chemical and petrochemical industries over the last 30 years. Shows that expected mean time before failure has improved from tens of days to years over that time.
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The purpose of this study is to provide insights and guidance for practitioners in terms of ensuring rigorous ethical and moral conduct in artificial intelligence (AI) hiring and…
Abstract
Purpose
The purpose of this study is to provide insights and guidance for practitioners in terms of ensuring rigorous ethical and moral conduct in artificial intelligence (AI) hiring and implementation.
Design/methodology/approach
The research employed two experimental designs and one pilot study to investigate the ethical and moral implications of different levels of AI implementation in the hospitality industry, the intersection of self-congruency and ethical considerations when AI replaces human service providers and the impact of psychological distance associated with AI on individuals' ethical and moral considerations. These research methods included surveys and experimental manipulations to gather and analyze relevant data.
Findings
Findings provide valuable insights into the ethical and moral dimensions of AI implementation, the influence of self-congruency on ethical considerations and the role of psychological distance in individuals’ ethical evaluations. They contribute to the development of guidelines and practices for the responsible and ethical implementation of AI in various industries, including the hospitality sector.
Practical implications
The study highlights the importance of exercising rigorous ethical-moral AI hiring and implementation practices to ensure AI principles and enforcement operations in the restaurant industry. It provides practitioners with useful insights into how AI-robotization can improve ethical and moral standards.
Originality/value
The study contributes to the literature by providing insights into the ethical and moral implications of AI service robots in the hospitality industry. Additionally, the study explores the relationship between psychological distance and acceptance of AI-intervened service, which has not been extensively studied in the literature.
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Heather Sequeira and Simon Halstead
Despite the controversy surrounding physical restraint and seclusion in the care of vulnerable adults, the views of service users have had little impact on current practice. This…
Abstract
Despite the controversy surrounding physical restraint and seclusion in the care of vulnerable adults, the views of service users have had little impact on current practice. This paper reviews the literature documenting the personal views and experience of people with learning disabilities and severe mental health problems following these procedures.
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Christy Olabisi Adeeko and Airen Adetimirin
Library anxiety is a phenomenon that is different from other academic anxiety, which has implication on physical use of libraries. This study aims to investigate the phenomenon of…
Abstract
Purpose
Library anxiety is a phenomenon that is different from other academic anxiety, which has implication on physical use of libraries. This study aims to investigate the phenomenon of library anxiety among undergraduates in federal universities in North-central, Nigeria.
Design/methodology/approach
Descriptive survey of the correlational type was adopted for the study. Purposive sampling technique was used in selecting five conventional federal universities, three homogenous faculties and six departments through multistage sampling technique. Five percent of the undergraduates (797) were selected from a total sample of 15,933. The instrument used was measuring scale on library anxiety (MSLA) developed by Bostick (1992). Descriptive statistics such as percentage mean and standard deviation were used to analyse the research questions.
Findings
The findings revealed that majority of the undergraduates (85.0%) experienced moderate level of library anxiety across the universities at varying degree. The most prevalent aspect of the library anxiety experienced by the undergraduates was inadequate knowledge of the library (x. = 2.14).
Research limitations/implications
The study selected five conventional universities out of the seven federal universities in North-central, Nigeria.
Originality/value
Based on the findings, the study recommends library orientation programme for the undergraduates to increase their knowledge of the library. Likewise, the library staff should be more approachable and friendly so as to alleviate the library anxiety experienced by the undergraduates.
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Richard Walls, Celeste Viljoen and Hennie de Clercq
This paper aims to provide a parametric investigation into the behaviour of steel, concrete and composite beams exposed to fire. This investigation gives insight into the…
Abstract
Purpose
This paper aims to provide a parametric investigation into the behaviour of steel, concrete and composite beams exposed to fire. This investigation gives insight into the structural behaviour of elements experiencing thermal and mechanical loading illustrating reasons for observed global structural behaviour, and identifying how selected design parameters influence results obtained. Non-linear heating/thermal bowing behaviour is specifically considered.
Design/methodology/approach
Cross-sectional stresses and strains, resultant thermal forces, bending stiffness, axial stiffness and deflections are plotted for beams subjected to different fire regimes or input values. The impact of changes in input parameters on beam section properties is illustrated. Unusual structural responses, localised effects and general trends are identified in relation to variations in thermal gradients, concrete tensile capacity, standard fire exposure time and the assumed concrete flange widths of composite beams.
Findings
Stress-strain plots highlighting cross-sectional structural behaviour, trends in beam properties and the influence of design parameters are provided. Some counter-intuitive behaviour is explained, such as increased member stiffness being offset by increased thermal effects, leading to this parameter having negligible impact on global behaviour but a significant effect on local stresses and strains. Increased concrete strengths may lead to increased thermal deformations, whilst the inclusion of concrete tensile capacity typically has a minimal influence.
Research limitations/implications
The research focusses on cross-sectional properties, although results generated illustrate how global behaviour is affected.
Practical implications
Design engineers are made aware of how selected input values influence predicted structural response. Also, localised stress and strain behaviour relative to imposed loads and thermal effects can be identified.
Originality/value
This paper provides novel insight into the (sometimes counter-intuitive) behaviour of beams exposed to fire, highlighting trends and the influence of important input parameters on predicted response.
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Raja Roy and Mazhar Islam
We investigate product innovation by a cohort of entrants who use technology that eventually suffers disruption. We concentrate on two types of entrants – those with and those…
Abstract
We investigate product innovation by a cohort of entrants who use technology that eventually suffers disruption. We concentrate on two types of entrants – those with and those without relevant prior experience in the disrupted technology. Using the industrial robotics industry as the context of our study, we explore product innovation using disrupted technology during two time periods: the first prior to sales takeoff of the disruptive products and the second subsequent to takeoff. We find that the two types of entrants did not differ in product innovation prior to takeoff, but firms with prior experience in the disrupted technology manufactured more innovative products subsequent to the sales takeoff of disruptive products. Our research underscores that the boundary conditions of the utility of prior experience is more nuanced than that which literature suggests – it affects product innovation only in the post-sales takeoff period when the demand uncertainties are relatively low. Our findings also suggest that the boundary conditions of Christensen’s thesis are narrower than predicted by prior literature.
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