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This paper seeks to investigate the effects of relationship benefits on relationship quality and aspects of service quality, namely technical and functional quality, and the subsequent influence on word‐of‐mouth behavior.

The paper reports results from a structural equation model that utilizes data from 591 consumers across a range of services.

The findings highlight the important role of relationship benefits in driving customer perceptions of technical, functional and relationship quality. While confidence, social and special treatment benefits drive technical and functional quality, it is only confidence benefits that drive relationship quality. Furthermore, it is found that functional and relationship quality drive word‐of‐mouth behavior.

The findings of this study contribute to the literature by showing the differential impact that relationship benefits have on quality – technical, functional, and relationship – and subsequently the effect that functional and relationship quality have on word‐of‐mouth behavior.

The paper provides firms with the knowledge needed to more effectively implement relationship‐marketing activities. As the service economy continues to grow, competition intensifies, and to ensure service excellence, firms need to establish strong relationships with their customers as the quality of the customer‐provider relationship can increase word‐of‐mouth behavior.

The paper empirically investigates the role of relationship benefits in enhancing perceptions of quality while also providing an analysis of the differential role of functional, technical, and relationship quality in enhancing customers' word‐of‐mouth intentions.

The purpose of this paper is to provide services marketers with a deeper understanding of the elements that characterize mass services. The paper shows that many studies have been conducted within the context of professional and retail services, knowledge of mass service contexts is limited despite the growth of services within this context.

This paper provides a conceptual overview of mass services and develops a typology for mass services based on an extensive review of the services literature. Specifically, the typology developed classifies mass services on the basis of service delivery and purpose. The typology forwarded, therefore, classifies mass services using a two‐by‐two framework with individual and collective mass services classified as either utilitarian or hedonic in nature.

The typology found in this paper provides a practical insight into the characteristics of services falling into the classification of mass services. The value of the classification is that managers can better understand the unique aspects of mass services, thus, allowing for a better utilization of limited resources. Moreover, the paper provides insights into a service classification that has received limited research emphasis, yet, is attracting increasing industry attention.

This paper provides academics and practitioners with a framework that has both tactical and strategic implications. These implications include enhancing the customer experience and thus customer retention, resource management, employee training and service management. Given that such a framework has not been forwarded in the literature, the typology presented in the current paper makes an original contribution to the literature.

This paper seeks to examine the central role that commitment plays in driving customer loyalty and to identify the effect that confidence, social and special treatment benefits as well as relationship investment, communication and management have on the development of commitment, and ultimately customer loyalty.

The paper reports the results of a national mail survey of 591 consumers across nine different service industries.

The findings of the study suggest that relationship commitment drives customer loyalty and that confidence, social and special treatment benefits affect commitment to the service, as does relationship investment and management. Surprisingly, relationship communication was found to have a negative effect on commitment to the service.

This paper provides managers with insight as to how they can better create and sustain loyal relationships through the creation of customer commitment.

The paper empirically demonstrates the importance of commitment in developing and sustaining loyal relationships while also providing a detailed assessment of the role of relationship benefits and maintenance in creating committed customers.

The purpose of this paper is to explore a novel measurement approach for wheel-terrain contact angle using laser scanning sensors based on near-terrain perception. Laser scanning sensors have rarely been applied to the measurement of wheel-terrain contact angle for wheeled mobile robots (WMRs) in previous studies; however, it is an effective way to measure wheel-terrain contact angle directly with the advantages of simple, fast and high accuracy.

First, kinematics model for a WMR moving on rough terrain was developed, taking into consideration wheel slip and wheel-terrain contact angle. Second, the measurement principles of wheel-terrain contact angle using laser scanning sensors was presented, including “rigid wheel - rigid terrain” model and “rigid wheel - deformable terrain” model.

In the proposed approach, the measurement of wheel-terrain contact angle using laser scanning sensors was successfully demonstrated. The rationality of the approach was verified by experiments on rigid and sandy terrains with satisfactory results.

This paper proposes a novel, fast and effective wheel-terrain contact angle measurement approach for WMRs moving on both rigid and deformable terrains, using laser scanning sensors.

Considering that research data is increasingly hailed as an important raw material for current and future science discoveries, many research stakeholders have joined forces to create mechanisms for preserving it. However, regardless of generating rich research data, Africa lags behind in research data management thereby potentially losing most of this valuable data. Therefore, this study was undertaken to investigate the research data management practices at a Malawian public university with the aim to recommend appropriate data management strategies.

The study is inspired by the pragmatic school of thought thereby adopting quantitative and qualitative research approaches. Quantitative data was collected using a questionnaire from 150 researchers and 25 librarians while qualitative data was collected by conducting an interview with the Director of Research.

Researchers are actively involved in research activities thereby generating large quantities of research data. Although researchers are willing to share their data, only a handful follow through. Data preservation is poor because the university uses high risk data storage facilities, namely personal computers, flash disks, emails and external hard drives. Researchers and librarians lacked core research data-management competencies because of the lack of formal and information training opportunities. Challenges that frustrate research data-management efforts are many but the key ones include absence of research data management policies, lack of incentives, lack of skills and unavailability of data infrastructure.

The study's findings are based on one out of four public universities in the country; hence, the findings may not adequately address the status of research data management practices in the other universities.

Considering that the university under study and its counterparts in Malawi and Africa in general operate somewhat in a similar economic and technological environment, these findings could be used as a reference point for other universities intending to introduce research data management initiatives.

With seemingly limited studies about research data management in Africa and particularly in Malawi, the study sets the tone for research data management debates and initiatives in the country and other African countries.

The application of a new technology (YouTube) can help lecturers in solving some of the issues related to workload and shifts support to students by giving them more responsibilities in their assessment. The purpose of this paper is to re‐characterize the role of the students in the assessment process.

Reflection on open‐ended questions, observation on the feedback process which occurs in YouTube and interviews are used to approach the research objectives: to identify the occurred process when empowerment role is given to the students in the assessment process; and determine the possibility of using YouTube in addressing teacher workload and changing student roles.

The findings show that YouTube, when correctly utilized together with proper scaffolding and thorough groundwork, can help lecturers address workload problems as well as affecting change in student roles while bringing about technological change in productive ways.

The paper shows that assessment can be made via YouTube, a social entertainment tool, and suggests methods on how to use the features in YouTube for feedback.

Since YouTube is a social tool, the research indirectly guides the students or users in the appropriate use of technology, teaching them to be responsible digital citizens.

The paper looks into the possibility of using YouTube as an assessment tool.

The purpose of this article is to analyze the state-of-the art in a systematic way, identifying the main research groups and their related topics. The types of studies found are fundamental for understanding the application of artificial neural networks (ANNs) in cemented soils and the potential for using the technique, as well as the feasibility of extrapolation to new geotechnical or civil and environmental engineering segments.

This work is characterized as being bibliometric and systematic research of an exploratory perspective of state-of-the-art. It also persuades the qualitative and quantitative data analysis of cemented soil improvement, biocemented or microbially induced calcite precipitation (MICP) soil improvement by prediction/modeling by ANN. This study sought to compile and study the state of the art of the topic which possibilities to have a critical view about the theme. To do so, two main databases were analyzed: Scopus and Web of Science. Systematic review techniques, as well as bibliometric indicators, were implemented.

This paper connected the network between the achievements of the researches and illustrated the main application of ANNs in soil improvement prediction, specifically on cemented-based soils and biocemented soils (e.g. MICP technique). Also, as a bibliometric and systematic review, this work could achieve the key points in the absence of researches involving soil-ANN, and it provided the understanding of the lack of exploratory studies to be approached in the near future.

Because of the research topic the article suggested other applications of ANNs in geotechnical engineering, such as other tests not related to geomechanical resistance such as unconfined compression test test and triaxial test.

This article systematically and critically presents some interesting points in the direction of future research, such as the non-approach to the use of ANNs in biocementation processes, such as MICP.

Regarding the social environment, the paper brings approaches on methods that somehow mitigate the computational use, or elements necessary for geotechnical improvement of the soil, thereby optimizing the same consequently.

Neural networks have been studied for a long time in engineering, but the current computational power has increased the implementation for several engineering applications. Besides that, soil cementation is a widespread technique and its prediction modes often require high computational strength, such parameters can be mitigated with the use of ANNs, because artificial intelligence seeks learning from the implementation of the data set, reducing computational cost and increasing accuracy.

The corrosivity and competence of soils within Uburu and Okposi areas of the Southern Benue Trough, Nigeria, were evaluated using the electrical resistivity method. This paper aims to provide information that will aid pre-design of subsurface iron/steel pipe networks for distribution of pipe-borne water and construction of subsurface structures for agricultural and environmental purposes.

In total, 22 vertical electrical soundings (VES) in the Schlumberger configuration were acquired with Allied Ohmega™ Terrameter with a maximum half current (AB/2) electrode spacing of 200 m. Layer parameters were determined using partial curve matching techniques, using the Schlumberger master curves, while processing and modelling were done with the IPI2win™ software. The VES results were interpreted qualitatively and quantitatively to obtain various curve types and layer parameters, respectively, which were used to categorize the area into different competence and corrosivity zones. The first layer isoresistivity and competence maps were used to delineate four zones (A,B,C and D) with varying apparent resistivities and competences.

Incompetent soils with resistivity values ranging from 24.3-88.7 Om are found in Zone A. The soils in Zone A are mainly expansive clays which swell on absorption of water. Zone B contains moderately competent soils with resistivity values ranging from 273-308.6 Om, while Zones C and D are underlain by sandstones and contain competent to highly competent soils with resistivity values ranging from 511-750 Om and 835-1,525 Om, respectively. Zone E contains highly corrosive (24.3 Om) to mildly corrosive (102 Om) soils; Zone F contains soils that are essentially non-corrosive with resistivity values ranging from 271-1,525 Om, while the corrosivity of soils within Zone G varies from corrosive to mildly corrosive, with resistivity values ranging from 44.3-114 Om.

Some of the areas are not accessible because of community restrictions.

These findings are essentially very significant and should be taken into consideration when materials that are susceptible to corrosion are being considered for engineering, agricultural and environmental purposes in the area.

The findings will aid water resource planners and developers on how to protect metal pipes from corrosion, when used for water reticulation and agricultural purposes.

This paper fulfils an identified need to study the corrosivity of soils in the study area with a view to providing adequate protection to metal objects when being considered for water reticulation for domestic and agricultural purposes in the area.