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Article
Publication date: 28 January 2020

Mohamed Zaki and Janet R. McColl-Kennedy

The purpose of this paper is to offer a step-by-step text mining analysis roadmap (TMAR) for service researchers. The paper provides guidance on how to choose between…

Abstract

Purpose

The purpose of this paper is to offer a step-by-step text mining analysis roadmap (TMAR) for service researchers. The paper provides guidance on how to choose between alternative tools, using illustrative examples from a range of business contexts.

Design/methodology/approach

The authors provide a six-stage TMAR on how to use text mining methods in practice. At each stage, the authors provide a guiding question, articulate the aim, identify a range of methods and demonstrate how machine learning and linguistic techniques can be used in practice with illustrative examples drawn from business, from an array of data types, services and contexts.

Findings

At each of the six stages, this paper demonstrates useful insights that result from the text mining techniques to provide an in-depth understanding of the phenomenon and actionable insights for research and practice.

Originality/value

There is little research to guide scholars and practitioners on how to gain insights from the extensive “big data” that arises from the different data sources. In a first, this paper addresses this important gap highlighting the advantages of using text mining to gain useful insights for theory testing and practice in different service contexts.

Details

Journal of Services Marketing, vol. 34 no. 1
Type: Research Article
ISSN: 0887-6045

Keywords

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Article
Publication date: 7 September 2018

Ruth N. Bolton, Janet R. McColl-Kennedy, Lilliemay Cheung, Andrew Gallan, Chiara Orsingher, Lars Witell and Mohamed Zaki

The purpose of this paper is to explore innovations in customer experience at the intersection of the digital, physical and social realms. It explicitly considers…

Abstract

Purpose

The purpose of this paper is to explore innovations in customer experience at the intersection of the digital, physical and social realms. It explicitly considers experiences involving new technology-enabled services, such as digital twins and automated social presence (i.e. virtual assistants and service robots).

Design/methodology/approach

Future customer experiences are conceptualized within a three-dimensional space – low to high digital density, low to high physical complexity and low to high social presence – yielding eight octants.

Findings

The conceptual framework identifies eight “dualities,” or specific challenges connected with integrating digital, physical and social realms that challenge organizations to create superior customer experiences in both business-to-business and business-to-consumer markets. The eight dualities are opposing strategic options that organizations must reconcile when co-creating customer experiences under different conditions.

Research limitations/implications

A review of theory demonstrates that little research has been conducted at the intersection of the digital, physical and social realms. Most studies focus on one realm, with occasional reference to another. This paper suggests an agenda for future research and gives examples of fruitful ways to study connections among the three realms rather than in a single realm.

Practical implications

This paper provides guidance for managers in designing and managing customer experiences that the authors believe will need to be addressed by the year 2050.

Social implications

This paper discusses important societal issues, such as individual and societal needs for privacy, security and transparency. It sets out potential avenues for service innovation in these areas.

Originality/value

The conceptual framework integrates knowledge about customer experiences in digital, physical and social realms in a new way, with insights for future service research, managers and public policy makers.

Details

Journal of Service Management, vol. 29 no. 5
Type: Research Article
ISSN: 1757-5818

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Article
Publication date: 3 April 2018

Reham Reda, Mohamed Saad, Mohamed Zaky Ahmed and Hoda Abd-Elkader

This paper aims to monitor, evaluate and adjust the joint quality of dissimilar friction stir welded AA2024-T3 and AA7075-T6 Al alloys.

Abstract

Purpose

This paper aims to monitor, evaluate and adjust the joint quality of dissimilar friction stir welded AA2024-T3 and AA7075-T6 Al alloys.

Design/methodology/approach

Taguchi analysis for design of experiments and ANOVA analysis were applied. Tensile test, visual inspection and macro and microstructure investigations were carried out at each welding condition. In addition, the grain size of stir zone and the value of heat input were measured.

Findings

Using Taguchi analysis, the optimum values of tool rotary speed, welding speed and axial load were 1,200 rpm, 100 mm/min and 1,300 kg, respectively, yielding the maximum tensile strength of the joints of 427 MPa. ANOVA analysis indicated that the most significant parameter on the joint strength is the tool rotary speed, followed by welding speed and axial load, with contributions of 67, 27 and 2 per cent, respectively. Best mixing between Al alloys in the stir zone with no defects was observed at moderate speeds because of proper heat input and grain size, resulting in high strength.

Originality/value

A relation between structure characteristics of the joint, the process parameters and the joint strength was established to control the joint quality.

Details

Journal of Engineering, Design and Technology, vol. 16 no. 2
Type: Research Article
ISSN: 1726-0531

Keywords

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Article
Publication date: 18 June 2019

Mohamed Zaki

The purpose of this paper is to discuss digital transformation and its four trajectories – digital technology, digital strategy, customer experience and data-driven…

Abstract

Purpose

The purpose of this paper is to discuss digital transformation and its four trajectories – digital technology, digital strategy, customer experience and data-driven business models – that could shape the next generation of services. This includes a discussion on whether both the market and organizations are all ready for the digital change and what are the opportunities that will enable firms to create and capture value though new business models.

Design/methodology/approach

Providing services is a proven and effective way to secure a competitive position, deliver long-term stable revenues and open up new market opportunities. However, it is also clear that some organisations are struggling to digitally transform. Therefore, the commentary provides a brief insight into how firms explore the possibilities of digital transformation and navigate these uncharted waters.

Findings

Today’s digital technologies affect the organisation outside and in, enabling the creation of new business models and transforming the customer experience. The incumbents are acutely aware that they need to transform strategically – to build new networks and value chains.

Originality/value

This commentary extends earlier work exploring the digital disruption within services to highlight a number of connected areas: the challenges and opportunities of digital transformation at a strategic level, as well as understanding and enhancing the customer experience and seeing how new data-driven business models can underpin service transformation.

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Article
Publication date: 3 October 2016

Philipp Max Hartmann, Mohamed Zaki, Niels Feldmann and Andy Neely

The purpose of this paper is to derive a taxonomy of business models used by start-up firms that rely on data as a key resource for business, namely data-driven business…

Abstract

Purpose

The purpose of this paper is to derive a taxonomy of business models used by start-up firms that rely on data as a key resource for business, namely data-driven business models (DDBMs). By providing a framework to systematically analyse DDBMs, the study provides an introduction to DDBM as a field of study.

Design/methodology/approach

To develop the taxonomy of DDBMs, business model descriptions of 100 randomly chosen start-up firms were coded using a DDBM framework derived from literature, comprising six dimensions with 35 features. Subsequent application of clustering algorithms produced six different types of DDBM, validated by case studies from the study’s sample.

Findings

The taxonomy derived from the research consists of six different types of DDBM among start-ups. These types are characterised by a subset of six of nine clustering variables from the DDBM framework.

Practical implications

A major contribution of the paper is the designed framework, which stimulates thinking about the nature and future of DDBMs. The proposed taxonomy will help organisations to position their activities in the current DDBM landscape. Moreover, framework and taxonomy may lead to a DDBM design toolbox.

Originality/value

This paper develops a basis for understanding how start-ups build business models capture value from data as a key resource, adding a business perspective to the discussion of big data. By offering the scientific community a specific framework of business model features and a subsequent taxonomy, the paper provides reference points and serves as a foundation for future studies of DDBMs.

Details

International Journal of Operations & Production Management, vol. 36 no. 10
Type: Research Article
ISSN: 0144-3577

Keywords

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Article
Publication date: 4 December 2020

Tamer Zaki Fouad Mohamed, Chia-Hua Chang and Yu-Chuan Huang

This paper aims to explore the role of international quality assurance and accreditation on higher education quality improvement and competitiveness, as well as assessing…

Abstract

Purpose

This paper aims to explore the role of international quality assurance and accreditation on higher education quality improvement and competitiveness, as well as assessing the associated benefits and challenges in the Asian context with reference to Taiwan.

Design/methodology/approach

The paper used a qualitative approach to examine the case study of Southern Taiwan University of Science and Technology (STUST) accredited by the Association to Advance Collegiate Schools of Business (AACSB). The paper collected survey responses from service providers (i.e. STUST faculty and AACSB) and focus group discussions with students to bridge the perception-expectation gap.

Findings

The qualitative results highlighted 10 key success factors and performance indicators which were later used to build a balanced scorecard (BSC) strategy for STUST quality improvement and competitiveness. Findings show that education quality assurance (via AACSB process) can directly influence the competitive advantage (i.e. for AACSB, STUST and Students) or indirectly via education quality enhancement. The results from faculty and students are consistent with the value co-creation trend to achieve continuous quality improvement more effectively and efficiently.

Originality/value

This research paper is unique as the first qualitative in-depth study to discuss assurance related factors that positively or negatively affect competitiveness and quality improvement for Higher Education Institutions (HEIs) in Asia and Taiwan. The paper also contributed by designing a BSC framework and strategy-map applicable to HEIs.

Details

Journal of International Education in Business, vol. 14 no. 2
Type: Research Article
ISSN: 2046-469X

Keywords

Content available
Article
Publication date: 1 June 2021

Federico Barravecchia, Fiorenzo Franceschini, Luca Mastrogiacomo and Mohamed Zaki

The paper attempts to address the following research questions (RQs): RQ1: What are the main research topics within PSS research? RQ2: What are future trends for PSS research?

Abstract

Purpose

The paper attempts to address the following research questions (RQs): RQ1: What are the main research topics within PSS research? RQ2: What are future trends for PSS research?

Design/methodology/approach

Twenty years of research (1999–2018) on product-service systems (PSS) produced a significant amount of scientific literature on the topic. As the PSS field is relatively new and fragmented across different disciplines, a review of the prior and relevant literature is important in order to provide the necessary framework for understanding current developments and future perspectives. This paper aims to review and organize research contributions regarding PSS. A machine-learning algorithm, namely Latent Dirichlet Allocation, has been applied to the whole literature corpus on PSS in order to understand its structure.

Findings

The adopted approach resulted in the definition of eight distinct and representative topics able to deal adequately with the multidisciplinarity of the PSS. Furthermore, a systematic review of the literature is proposed to summarize the state-of-the-art and limitations in the identified PSS research topics. Based on this critical analysis, major gaps and future research challenges are presented and discussed.

Originality/value

On the basis of the results of the topic landscape, the paper presents some potential research opportunities on PSSs. In particular, challenges, transversal to the eight research topics and related to recent technology trends and digital transformation, have been discussed.

Details

Journal of Manufacturing Technology Management, vol. 32 no. 9
Type: Research Article
ISSN: 1741-038X

Keywords

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Article
Publication date: 5 May 2020

A. Parasuraman, Joan Ball, Lerzan Aksoy, Timothy Lee Keiningham and Mohamed Zaki

Responding to an increasing call for a more comprehensive conceptualization of customer delight, the purpose of this paper is to expand the theory of customer delight and…

Abstract

Purpose

Responding to an increasing call for a more comprehensive conceptualization of customer delight, the purpose of this paper is to expand the theory of customer delight and to examine the implications of such an expanded view for service theory and practice.

Design/methodology/approach

This paper presents the results of three qualitative studies. The first study explores customer delight through self-reported consumption experiences in customer-selected contexts, followed by one-on-one in-depth interviews. The second involves focus groups and the third examines self-reported incidents of delightful customer experiences.

Findings

This research finds that customer delight goes beyond extreme satisfaction and joy and surprise to include six properties that—individually or in combination—characterize customer delight. An expanded conceptualization of how customer delight can be defined is proposed in which customer delight is associated with various combinations of six properties – the customer experiencing positive emotions, interacting with others, successful problem-solving, engaging customer’s senses, timing of the events and sense of control that characterizes the customer's encounter.

Research limitations/implications

It is clear from the findings of this research that there is no single property that is associated with delight. Through the facilitation of multiple properties, managers have the potential to create a multitude of routes to delight. It is recommended that future research (1) identify and explicate these alternative routes for engendering delight using the six properties identified, and (2) develop a general typology based on service context and characteristics, customer segment, etc. that further stimulates scholarship on delight, and offers more industry-specific insights for managers.

Practical implications

Insights from this investigation will encourage managers and service designers to think more broadly and creatively about delight. Doing so will open up new opportunities for achieving customer delight, beyond merely focusing on extreme satisfaction or surprise and joy strategies currently dominating discussions of customer delight.

Originality/value

This paper makes several contributions to the service literature. First, it extends current conceptualizations of customer delight and offers an expanded definition. Next, it demonstrates how this new understanding extends the existing literature on delight. Finally, it proposes an agenda for future delight research and discusses managerial implications, opening up new opportunities for firms to design delightful customer experiences.

Details

Journal of Service Management, vol. 32 no. 1
Type: Research Article
ISSN: 1757-5818

Keywords

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Article
Publication date: 14 August 2021

Kwadwo Oti-Sarpong, Erika Anneli Pärn, Gemma Burgess and Mohamed Zaki

Government initiatives to improve construction have increasingly become more focused on introducing a repertoire of technologies to transform the sector. In the literature…

Abstract

Purpose

Government initiatives to improve construction have increasingly become more focused on introducing a repertoire of technologies to transform the sector. In the literature on construction industry transformation through policy-backed initiatives, how firms will respond to the demands to adopt and use innovative technologies and approaches is taken for granted, and there is scarcely any attention given to the institutional implications of transformation agenda. The purpose of this paper is to discuss these gaps and offer directions for future research.

Design/methodology/approach

Following a synthesis of literature on the UK’s industry transformation agenda, the authors use the concepts of institutional logics, arrangements, complexity and strategic responses to suggest seven research questions that are at the nexus of policy-backed transformation and institutional theory.

Findings

In this paper, the authors argue that increasing demands for the adoption and use of digital technologies, platforms, manufacturing approaches and other “industry-4.0”-related technologies will reconfigure existing logics and arrangements in the construction industry, creating a problem of institutional complexity for general contracting firms in particular.

Originality/value

The questions are relevant for our understanding of the nature of institutional complexities, change, strategic firm responses, field-level dynamics and implications for the construction industry in relation to the transformation agenda. This paper is positioned to spur future research towards exploring the consequences of industry transformation through the lens of institutional theory.

Details

Construction Innovation , vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1471-4175

Keywords

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Article
Publication date: 10 April 2017

Timothy Keiningham, Joan Ball, Sabine Benoit (née Moeller), Helen L. Bruce, Alexander Buoye, Julija Dzenkovska, Linda Nasr, Yi-Chun Ou and Mohamed Zaki

This research aims to better understand customer experience, as it relates to customer commitment and provides a framework for future research into the intersection of…

Abstract

Purpose

This research aims to better understand customer experience, as it relates to customer commitment and provides a framework for future research into the intersection of these emerging streams of research.

Design/methodology/approach

This research contributes to theoretical and practical perspectives on customer experience and its measurement by integrating extant literature with customer commitment and customer satisfaction literature.

Findings

The breadth of the domains that encompass customer experience – cognitive, emotional, physical, sensorial and social – makes simplistic metrics impossible for gauging the entirety of customers’ experiences. These findings provide strong support of the need for new research into customer experience and customer commitment.

Practical implications

Given the complexity of customer experience, managers are unlikely to track and manage all relevant elements of the concept. This research provides a framework identifying empirically the most salient attributes of customer experience with particular emphasis on those elements that enhance commitment. This offers insight into service design to correspond with specific commitment and experience dimensions.

Originality/value

This research is the first to examine the customer experience as it relates to customer commitment – a key factor in customer loyalty, positive word of mouth and other desired outcomes for managers and marketers. This paper provides a framework for future research into these emerging topics.

Details

Journal of Services Marketing, vol. 31 no. 2
Type: Research Article
ISSN: 0887-6045

Keywords

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