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Article
Publication date: 5 October 2021

G. Rejikumar, Asokan-Ajitha Aswathy, Ajay Jose and Mathew Sonia

Innovative restaurant service designs impart food wellbeing to diners. This research comprehends customer aspirations and concerns in a restaurant-dining experience to…

Abstract

Purpose

Innovative restaurant service designs impart food wellbeing to diners. This research comprehends customer aspirations and concerns in a restaurant-dining experience to develop a service design that enhances the dining experience using the design thinking approach and evaluates its efficiency using the Taguchi method of robust design.

Design/methodology/approach

The sequential incidence technique defines diners' needs, which, followed by brainstorming sessions, helped create multiple service designs with important attributes. Prototype narration, as a scenario, acted as the stimulus for evaluators to respond to the WHO-5 wellbeing index scale. Scenario-based Taguchi experiment with nine foodservice attributes in two levels and the wellbeing score as the response variable helped identify levels of critical factors that develop better FWB.

Findings

The study identified the best combination of factors and their preferred levels to maximize FWB in a restaurant. Food serving hygiene, followed by information about cuisine specification, and food movement in the restaurant, were important to FWB. The experiment revealed that hygiene perceptions are critical to FWB, and service designs have a significant role in it. Consumers prefer detailed information about the ingredients and recipe of the food they eat; being confident that there will be no unacceptable ingredients added to the food inspires their FWB.

Research limitations/implications

Theoretically, this study contributes to the growing body of literature on design thinking and transformative service research, especially in the food industry.

Practical implications

This paper details a simple method to identify and evaluate important factors that optimize FWB in a restaurant. The proposed methodology will help service designers and technology experts devise settings that consider customer priorities and contribute to their experience.

Originality/value

This study helps to understand the application of design thinking and the Taguchi approach for creating robust service designs that optimize FWB.

Details

Journal of Service Theory and Practice, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2055-6225

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Article
Publication date: 13 June 2019

Rejikumar G., Aswathy Asokan Ajitha, Malavika S. Nair and Raja Sreedharan V.

The purpose of this paper is to identify major healthcare service quality (HSQ) dimensions, their most preferred service levels, and their effect on HSQ perceptions of…

Abstract

Purpose

The purpose of this paper is to identify major healthcare service quality (HSQ) dimensions, their most preferred service levels, and their effect on HSQ perceptions of patients using a Taguchi experiment.

Design/methodology/approach

This study adopted a sequential incidence technique to identify factors relevant in HSQ and examined the relative importance of different factor levels in the service journey using Taguchi experiment.

Findings

For HSQ, the optimum factor levels are online appointment booking facility with provision to review and modify appointments; a separate reception for booked patients; provision to meet the doctor of choice; prior detailing of procedures; doctor on call facility to the room of stay; electronic sharing of discharge summary, an online payment facility. Consultation phase followed by the stay and then procedures have maximum effect on S/N and mean responses of patients. The appointment stage has a maximum effect on standard deviations.

Research limitations/implications

Theoretically, this study attempted to address the dearth of research on service settings using robust methodologies like Taguchi experiment, which is popular in the manufacturing sector. The study implies the need for patient-centric initiatives for better HSQ through periodic experiments that inform about the changing priorities of patients.

Practical implications

The trade-off between standardization and customization create challenges in healthcare. Practically, a classification of processes based on standardization vs customization potential is useful to revamp processes for HSQ.

Originality/value

This study applied the Taguchi approach to get insights in re-designing a patient-centric healthcare servicescapes.

Details

The TQM Journal, vol. 31 no. 4
Type: Research Article
ISSN: 1754-2731

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Article
Publication date: 7 September 2010

Adnan Maqsood and Tiauw Hiong Go

The purpose of this paper is to describe the longitudinal dynamics of a hover‐capable rigid‐winged unmanned aerial vehicles (UAV) under various equilibrium flight…

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1081

Abstract

Purpose

The purpose of this paper is to describe the longitudinal dynamics of a hover‐capable rigid‐winged unmanned aerial vehicles (UAV) under various equilibrium flight conditions. The effects of the variable‐incidence wing in comparison with the fixed in‐incidence wing on the dynamics of UAV are also discussed.

Design/methodology/approach

The aerodynamic modeling of the vehicle covers both pre‐stall and post‐stall regimes using a three‐dimensional vortex lattice method incorporating viscous corrections. The trim states across a velocity spectrum are evaluated using a nonlinear constrained optimization scheme based on sequential quadratic programming. Then linearized dynamic analysis around trim states is carried out in order to compare the characteristics of the conventional platform with the modified platform incorporating variable‐incidence wing.

Findings

It is found that with the variable‐incidence wing, the longitudinal equilibrium flights can be achieved with reduced thrust‐to‐weight ratio demands and lower elevator deflection. However, the use of the variable‐incidence wing changes the dynamic characteristics of the vehicle considerably as indicated through the linear dynamic analysis.

Research limitations/implications

The results presented in this paper are based on linear dynamic analysis about static trim point data. Further analysis taking into account nonlinearity, the unsteady aerodynamic effects and associated cross‐coupling because of asymmetric forces may be needed to reveal the true dynamics of the vehicle under unsteady maneuvers.

Practical implications

The variable‐incidence wing is a useful design feature to reduce the thrust‐to‐weight ratio requirements and to increase elevator control authority, however its effect on the dynamics warrants further investigation.

Originality/value

This is the first paper highlighting the effects of variable‐incidence wing on an agile hover‐capable UAV.

Details

Aircraft Engineering and Aerospace Technology, vol. 82 no. 5
Type: Research Article
ISSN: 0002-2667

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Article
Publication date: 1 February 1997

Bernd Stauss and Bernhard Weinlich

Presents the current state of the methodological discussion on the measurement of perceived service quality. Describes two approaches ‐ attribute‐based methods and the…

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4943

Abstract

Presents the current state of the methodological discussion on the measurement of perceived service quality. Describes two approaches ‐ attribute‐based methods and the sequential incident technique (SIT). Outlines the concept and basic assumptions of SIT describes an empirical SIT study applied to measure the quality of perception of guests in club resort. Suggests that the SIT is a valuable complement to the traditional mix of quality measurement methods. Discusses a number of limitations of this method and sets out some managerial implications.

Details

European Journal of Marketing, vol. 31 no. 1
Type: Research Article
ISSN: 0309-0566

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Article
Publication date: 8 February 2016

Dawa Dolma Bhutia, Yeka Zhimo, Ramen Kole and Jayanta Saha

The purpose of this paper was to determine the antifungal activities of different solvent extracts of common plants in vitro and in vivo against banana anthracnose fungus…

Abstract

Purpose

The purpose of this paper was to determine the antifungal activities of different solvent extracts of common plants in vitro and in vivo against banana anthracnose fungus Colletotrichum musae (Berk & M.A. Curtis) Arx, and to investigate its effects on the pathogen and identify the bio active component(s).

Design/methodology/approach

Extracts were obtained from leaves, tender shoots, rhizomes, bulbs, seeds and fruits of 42 naturally growing plant species following hot sequential extraction. Preliminary screening of the solvent extracts was done based on the inhibition of radial mycelial growth of C. musae following poison food technique and conidial germination inhibition by cavity slide technique. The selected extracts were assessed for their effect on harvested banana in reducing anthracnose during storage. The active components in the bio-active fractions of plant extract were identified by gas chromatography-mass spectroscopy.

Findings

Methanol extracted a larger quantity of material (between 6.9 and 12.5 per cent) than hexane or chloroform, and all its extracts were active against the test pathogen with mycelial growth inhibition ranging from 13.70 to 88.89 per cent. Zingiber officinale rhizome extract as well as Polyalthia longifolia and Clerodendrum inerme leaf extracts exhibited more than 80 per cent inhibition of mycelial growth. Total inhibition of spore germination of C. musae was recorded in Z. officinale and P. longifolia extracts at 0.3 per cent w/v and 0.5 per cent w/v concentration, respectively, while only 68 per cent spore inhibition was recorded in C. inerme at 0.5 per cent w/v concentration. Of the three plant species, Z. officinale had the best antifungal activity (18.0 per cent disease incidence; 2.2 disease severity scale) when banana fruits were dipped in the extract at a concentration of 0.5 per cent w/v at 5 days of storage in ambient condition (80-82 per cent R.H., 27 ± 1°C). The bio-active compounds in the extract of Z. officinale were identified as alpha-curcumene and zingerone.

Originality/value

Based on the antifungal activity, plant extract of Z. officinale can be used as an effective alternative to chemicals in controlling anthracnose pathogen in harvested banana.

Details

Nutrition & Food Science, vol. 46 no. 1
Type: Research Article
ISSN: 0034-6659

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Article
Publication date: 30 August 2011

Gilbert Tekli, Richard Chbeir and Jacques Fayolle

XML has spread beyond the computer science fields and reached other areas such as, e‐commerce, identification, information storage, instant messaging and others. Data…

Abstract

Purpose

XML has spread beyond the computer science fields and reached other areas such as, e‐commerce, identification, information storage, instant messaging and others. Data communicated over these domains are now mainly based on XML. Thus, allowing non‐expert programmers to manipulate and control their XML data is essential. The purpose of this paper is to present an XA2C framework intended for both non‐expert and expert programmers and provide them with means to write/draw their XML data manipulation operations.

Design/methodology/approach

In the literature, this issue has been dealt with from two perspectives: first, XML alteration/adaptation techniques requiring a certain level of expertise to be implemented and are not unified yet; and second, Mashups, which are not formally defined yet and are not specific to XML data, and XML‐oriented visual languages are based on structural transformations and data extraction mainly and do not allow XML textual data manipulations. The paper discusses existing approaches and the XA2C framework is presented.

Findings

The framework is defined based on the dataflow paradigm (visual diagram compositions) while taking advantage of both Mashups and XML‐oriented visual languages by defining a well‐founded modular architecture and an XML‐oriented visual functional composition language based on colored petri nets allowing functional compositions. The framework takes advantage of existing XML alteration/adaptation techniques by defining them as XML‐oriented manipulation functions. A prototype called XA2C is developed and presented here for testing and validating the authors' approach.

Originality/value

This paper presents a detailed description of an XML‐oriented manipulation framework implementing the XML‐oriented composition definition language.

Details

International Journal of Web Information Systems, vol. 7 no. 3
Type: Research Article
ISSN: 1744-0084

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Article
Publication date: 24 May 2013

Frédéric Moens and Christelle Wervaecke

Today, the design process of high‐lift configurations in industry mainly relies on experts' knowledge, and lacks a simple exploration of the design space. Therefore, the…

Abstract

Purpose

Today, the design process of high‐lift configurations in industry mainly relies on experts' knowledge, and lacks a simple exploration of the design space. Therefore, the introduction of high‐fidelity tools in an optimization chain is now envisaged. The purpose of this paper is to define and solve a realistic high‐lift design problem by the use of a constrained evolutionary algorithm, coupled to a Navier‐Stokes (RANS) solver. The complete optimization (shape and settings) of a 3‐element configuration has been carried out for landing and take‐off configurations using a sequential approach.

Design/methodology/approach

In a first step, the elements' shapes and settings of the landing configuration have been optimized simultaneously. Then, shapes have been frozen and settings have been optimized for take‐off conditions. The flow evaluation during the optimization process is made through 2.5D Navier‐Stokes computations on chimera grids. The optimization technique used is an evolutionary algorithm, with a dynamic adaptation of the covariance matrix (CMA‐ES). Geometric and aerodynamic constraints have been considered through a dynamic penalization technique of the cost function.

Findings

Solutions obtained have been analyzed and compared to the reference initial configuration. In term of cost functions improvement, 5.71 per cent drag reduction has been obtained for landing, and 2.89 per cent improvement on climb index at take‐off.

Practical implications

Compared to the global optimization process, the use of a sequential approach can be quite efficient.

Originality/value

This paper presents a first step for the introduction of recent advanced methods into a design process of high‐lift configurations in an industrial environment.

Details

Engineering Computations, vol. 30 no. 4
Type: Research Article
ISSN: 0264-4401

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Article
Publication date: 1 August 2005

Kate L. Reynolds and Lloyd C. Harris

Proposes responding to earlier calls for further research into “fraudulent” or “feigned” customer complaints, and providing insights which explore and describe the…

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8302

Abstract

Purpose

Proposes responding to earlier calls for further research into “fraudulent” or “feigned” customer complaints, and providing insights which explore and describe the motivations and forms of such deliberate “illegitimate” customer complaints.

Design/methodology/approach

Critical incident technique was utilized in analyzing 104 interviews with customers who had knowingly made an illegitimate complaint within the six months prior to the interview. Data collection stopped at the point of theoretical saturation and was subsequently analyzed according to the coding procedures advocated by Strauss and Corbin (open, axial and selective coding).

Findings

Two key insights emerged from data analysis. First, coding procedures revealed four distinct forms of customer complainants. These are labeled; “one‐off complainants”, “opportunistic complainants”, “conditioned complainants”, and “professional complainants”. Second, six main motives for articulating fraudulent complaints were uncovered during data analysis. These are termed; “freeloaders”, “fraudulent returners”, “fault transferors”, “solitary ego gains”, “peer‐induced esteem seekers”, and “disruptive gains”.

Research limitations/implications

The study is constrained by its exploratory design and qualitative methods employed. Subsequently, future studies could employ survey methods to improve empirical generalizability. Future studies could adopt a more inclusive approach and incorporate insights from employees, managers, and other relevant actors within service encounters.

Practical implications

Practical implications highlighted by the study include a need for businesses to examine and, in many cases, reevaluate their personnel training, customer complaint and service recovery procedures. Furthermore, managers may wish to enforce mechanisms wherein customer complaints are monitored and tracked in a manner that assists in the identification and challenging of re‐offending fraudulent complainers.

Originality/value

The study constitutes the first systematic attempt to explore and describe illegitimate customer complaining behaviors.

Details

Journal of Services Marketing, vol. 19 no. 5
Type: Research Article
ISSN: 0887-6045

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Book part
Publication date: 1 January 2014

John Cockburn, Luc Savard and Luca Tiberti

Abstract

Details

Handbook of Microsimulation Modelling
Type: Book
ISBN: 978-1-78350-570-8

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Article
Publication date: 1 March 2003

Newton Ribeiro dos Santos and Lindolpho Oliveira de Araújo

A computational implementation of the production flow analysis, a software named GROUPTEC, for a small company has been proposed. Using GROUPTEC, a case study has been…

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1430

Abstract

A computational implementation of the production flow analysis, a software named GROUPTEC, for a small company has been proposed. Using GROUPTEC, a case study has been devised and applied to a company, belonging to aluminium‐manufactured products branch. Four analyses of the production flow have been performed, that is, the factory flow analysis; group analysis; line analysis, and tool analysis. After the above technique application, the final results related to the technological cells and their components; part families and machinery groups lead to an adequate cell arrangement, with a grouping efficiency of approximately 98.8 per cent. A productivity gain of 30 per cent has been estimated with the time in movement of parts and queuing at the machine.

Details

Integrated Manufacturing Systems, vol. 14 no. 2
Type: Research Article
ISSN: 0957-6061

Keywords

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