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This paper aims to aims to extend emotional labor research by exploring whether the impact of emotional labor on customer satisfaction depends on the order in which different emotional labor strategies are used by employees. Specifically, the authors explore how the order effects of two emotional labor strategies – deep and surface acting – impact customer satisfaction.

The authors conducted two experimental studies in which participants interacted with service employees who systematically switched between surface and deep acting strategies during the service episode. In Study 1, participants watched a video clip depicting a service encounter in a bookstore. In Study 2, participants partook in a simulated career-counseling session.

The four different emotional labor strategy order effects differentially impact customer satisfaction. Consistent with theories of gain–loss effects, improvement and decline trends positively or negatively impact customers, respectively. Furthermore, results show that these trends impact customer satisfaction growth differently over time.

The authors only focused on two emotional labor strategies, and future research may benefit from extending the research to additional regulation strategies and/or specific discrete emotions.

The results suggest that managers may train employees in recognizing that customer satisfaction is not just driven by customers’ overall assessment of the interaction but also by their experience at different stages of the interaction.

Service marketing and management scholars have largely explored emotional labor from a between-person or within-person perspective, with little empirical attention paid to within-episode processes that focus on how employee behavior varies within a single service episode. To the best of the authors’ knowledge, this study is one of the first to demonstrate that surface and deep acting can be used simultaneously and dynamically over the course of a single service interaction in impacting customer satisfaction.

Industrial drives require appropriate control systems for reliable and efficient performance. With synchronous reluctance machines (SynRMs) slowly replacing the most commonly used induction, switched reluctance and permanent magnet machines, it is essential that the drive and its control be properly selected for enhanced performance. But the major drawback of synchronous reluctance motor is the presence of high torque ripple as its design is characterized by large number of variables. The solutions to reduce torque ripple include design modifications, choice of proper power electronic inverter and PWM strategy. But little has been explored about the power electronic inverters suited for synchronous reluctance motor drive to minimize torque ripple inherently by obtaining a more sinusoidal voltage. The purpose of this paper is to elaborate on the potential multilevel inverter topologies applicable to SynRM drives used in solar pumping applications.

The most significant field-oriented control using maximum torque per ampere algorithm for maximizing the torque production is used for the control of SynRM. Simulation results carried out using Matlab/Simulink are presented to justify the choice of inverter and its control technique for SynRM.

The five-level inverter drive gives lesser core or iron losses in the SynRMin comparison to the three- and two-level inverters due to lower Id current ripple. The five-level inverter reduces the torque ripple of the SynRM significantly in comparison to the three- and two-level inverter fed SynRM drives. The phase disposition-PWM control method used for the inverter shows the least total harmonic distortion (THD) levels in output voltage compared with the other level shifted PWM techniques.

Among the available topologies, a fitting topology is proposed for use for the SynRM drive to have minimal THD, minimal current and torque ripple. Additionally, this paper presents various modulation techniques available for the selected drive system and reports on a suitable technique based on minimal THD of output voltage and hence minimal torque ripple.

In this paper, a new front end converter (FEC) topology has been proposed for the switched reluctance (SR) motor drive. This study aims to present the performance analysis of FEC-based SR motor drive using various types of control schemes like conventional proportional integral (PI) controller, fuzzy logic controller (FLC) and fuzzy-tuned proportional integral controller (Fuzzy-PI).

The proposed FEC-based SR motor drive with various control strategies is derived for the torque ripple minimization and speed control.

The steady state and the dynamic response of the FEC-based SR motor drive are analyzed using three different controllers under change in speed and loading conditions. The Fuzzy-PI-based control scheme improves the dynamic response of the system when compared with the FLC and the conventional PI controller.

The hardware prototype has been implemented for the FEC-based SR motor drive by using the Xilinx SPARTAN 6 FPGA processor. The experimental verification has been conducted and the results have been measured under steady state and dynamic conditions.

These implementations not only generate excessive voltage levels to enhance the quality of power but also include a detailed investigating of the various modulation methods and control schemes for multilevel inverter (MLI) topologies. Reduced harmonic modulation technology is used to produce 11-level output voltage with the production of renewable energy applications. The simulation is done in the MATLAB/Simulink for 11-level symmetric MLI and is correlated with the conventional inverter design.

This paper is focused on investigating the different types of asymmetric, symmetric and hybrid topologies and control methods used for the modular multilevel inverter (MMI) operation. Classical MLI configurations are affected by performance issues such as poor power quality, uneconomic structure and low efficiency.

The variations in both carrier and reference signals and their performance are analyzed for the proposed inverter topologies. The simulation result compares unipolar and bipolar pulse-width modulation (PWM) techniques with total harmonic distortion (THD) results. The solar-fed 11-level MMI is controlled using various modulation strategies, which are connected to marine emergency lighting loads. Various modulation techniques are used to control the solar-fed 11-level MMI, which is connected to marine emergency lighting loads. The entire hardware system is controlled by using SPARTAN 3A field programmable gate array (FPGA) board and the least harmonics are obtained by improving the power quality.

The simulation result compares unipolar and bipolar PWM techniques with THD results. Various modulation techniques are used to control the solar-fed 11-level MMI, which is connected to marine emergency lighting loads. The entire hardware system is controlled by a SPARTAN 3A field programmable gate array (FPGA) board, and the power quality is improved to achieve the lowest harmonics possible.

This study aims to regarding the application of traditional pulse frequency modulation control full-bridge LLC resonant converters in wide output voltage fields such as on-board chargers, there are issues with wide frequency adjustment ranges and low conversion efficiency.

To address these issues, this paper proposes a fixed-frequency pulse width modulation (PWM) control strategy for a full-bridge LLC resonant converter, which adjusts the gain by adjusting the duty cycle of the switches. In the full-bridge LLC converter, the two switches of the lower bridge arm are controlled by a fixed-frequency and fixed duty cycle, with their switching frequency equal to the resonant frequency, whereas the two switches of the upper bridge arm are controlled by a fixed-frequency PWM to adjust the output voltage. The operation modes of the converter are analyzed in detail, and a mathematical model of the converter is established. The gain characteristics of the converter under the fixed-frequency PWM control strategy are deeply analyzed, and the conditions for implementing zero-voltage switching (ZVS) soft switching in the converter are also analyzed in detail. The use of fixed-frequency PWM control simplifies the design of resonant parameters, and the fixed-frequency control is conducive to the design of magnetic components.

According to the fixed-frequency PWM control strategy proposed in this paper, the correctness of the control strategy is verified through simulation and the development and testing of a 500-W experimental prototype. Test results show that the primary side switches of the converter achieve ZVS and the secondary side rectifier diodes achieve zero-current switching, effectively reducing the switching losses of the converter. In addition, the control strategy reduces the reactive circulating current of the converter, and the peak efficiency of the experimental prototype can reach 95.2%.

The feasibility of the fixed-frequency PWM control strategy was verified through experiments, which has significant implications for improving the efficiency of the converter and simplifying the design of resonant parameters and magnetic components in wide output voltage fields such as on-board chargers.

Based on the case study of an SME company in the United Kingdom (which we will call SweetStar Cloud), this paper examines the attempts of the company to achieve significant strategic change. The company is attempting to move from being a tradition managed service provider of information services towards becoming a significant influencer in the market for digital services in the UK. As part of a knowledge transfer partnership (KTP), a local UK University has been closely involved in developing this new strategic direction and it is well poised to present and analyse the story. From the use of tried and tested strategic tools, including Porter's generic strategies and segmentation and targeting, the company has also embraced digital-specific approaches for developing partnerships with clients, developing pilot projects and experimenting with its use of social media. At the heart of this research is an analysis of the move from push marketing towards models of attraction. This paper aims to explore how traditional strategic tools are still applicable in the digital era alongside new tactical approaches in the digital sector. This aim has led to an approach to business that is responsible, in terms of moving away from a traditional push-selling model to one of partnership with customers at a strategic level. Strategy in dynamic markets often highlights responsiveness as a key success factor. The ability to respond (a response-ability) requires more agile companies. As SweetStar Cloud has developed its strategy, it has focused in achieving this more effective ability to respond through a more collaborative approach. In this sense, agile response-ability converges with business responsibility, as new abilities in communication, cooperation and trust development become key.

This case study, within the context of boundaryless and protean career development frameworks, investigates linguistic profiling and how code-switching is used to mitigate its impact on Black leaders during their careers. The experiences of Black women coaches and the coaching support they offered Black women clients in code-switching, leadership and career advancement are described. The value of leadership coaching when used to navigate these career progression challenges is emphasized.

The study employed a multiple-case study approach of two Black women leadership coaches.

The findings of this study illustrate the understanding of code-switching and the coaching techniques employed by two Black women leadership coaches. Sage focused on educational strategies, offering historical contexts and resources, while Khadijah leaned on empathy-driven methods, using storytelling to evoke reflection. Both coaches emphasized creating safe spaces for open dialog, encouraged clients to reconsider their actions and values regarding code-switching challenges and sought to prompt clients towards authenticity while navigating career spaces effectively.

Additional strategies for coach practitioners include cultivating trust and a safe environment; active listening; challenging biases and assumptions; contextual understanding; empowering authentic self-expression; fostering skill development; challenging stereotypes; promoting autonomy and flexibility and adopting cross-cultural sensitivity, humility and competence. These practical coaching strategies bridge the gap in career development research by demonstrating how race-conscious strategies can promote workplace inclusivity and promulgate career development.

The study underscores the problem of linguistic profiling, the complexity of code-switching and implications for Black women navigating their career journey within professional spaces. It highlights the significance and value of tailored leadership coaching strategies to promote career advancement. This study addresses the gap in career development research related to linguistic profiling avoidance strategies for workplace inclusivity.

Switching behavior is predominantly seen in the consumer buying behavior of the mobile industry. This research aims to identify the factors influencing consumers to switch from their present mobile service provider. The consumer of the mobile industry operates in a dynamic and ever-changing environment that is difficult to predict, so this paper aims to focus on these issues.

The selection of factors was made with the help of qualitative study and quantitative research methods for further findings; with the help of a structured questionnaire, a total of 514 valuable responses were collected to get the results. Exploratory factor analysis (EFA), confirmatory factor analysis (CFA) and structural equation modeling (SEM) were used to analyze the data.

The finding shows that technology and edge-on-competition (TEC) and pricing have a negative influence on customer switching behavior. The switching cost (SC) is the most significant factor and has a positive impact, while service encounter failure (SEF) also positively impacts switching behavior.

The findings provide important implications for consumers switching brands if they are finding alternative offers that are cost-effective and SEF from service providers

The study of one of the largest mobile markets is learning lessons for other markets around the world. This study will be helpful for mobile service provider companies in their branding and marketing strategies. This study will also be helpful to practitioners, educators and researchers in understanding the consumer behavior of mobile users.

The learning of the largest mobile market will be a great learning lesson for other mobile markets around the world. Consumer behavior will help marketers follow ethical practices and make their strategy so a consumer does not switch brands and remain satisfied with the existing brand.

The study provides unique learning for practitioners, educators and researchers to understand the consumer behavior of mobile users. This will help marketers create factors that stop consumers from switching brands and develop strategies to retain customers.

The apparel industry of Bangladesh is rethinking lean manufacturing (LM) deployment because of the challenges imposed by the COVID-19 pandemic. Due to COVID-19, LM implementation in the apparel industry has become more difficult. Thus, the purpose of this study is to explore the barriers to implementing LM practices in the apparel industry of Bangladesh in the context of COVID-19 pandemic.

For evaluating the barriers, an integrated framework that combines the Delphi method and fuzzy total interpretive structural modeling (TISM) has been designed. The application of fuzzy TISM has resulted in a structured hierarchical relationship model of the barriers with driving and driven power.

The findings reveal that “lack of synchronization of lean planning with strategic planning”, “lack of proper understanding of lean concept” and “low priority from the top management” are the three top most important barriers of LM implementation in apparel industry.

These findings will help the apparel industry to formulate strategy for implementing the LM practices successfully. The proposed model is expected to contribute to the sustainable development goals (SDGs) such as Responsible Consumption and Production (SDG 12); Decent Work and Economic Growth (SDG 8); Industry, Innovation and Infrastructure (SDG 9) via resilient strategies.

This study is one of few initial efforts to investigate LM implementation barriers during the COVID-19 epidemic in a real-world setting.

The pandemic impacted consumers' shopping processes, leading them to approach the online channel for grocery shopping for the first time. The paper contributes to the retailing literature by identifying different grocery shopper segments willing to switch online moved by heterogeneous motivations. Integrating the technology acceptance model 2 (TAM-2) and the protection motivation theory (PMT), this study identifies technology-related and Covid-related motivations jointly impacting channel switching.

A mixture regression model was estimated on the 370 valid questionnaires, filled out by Italian shoppers, delivering four internally consistent segments.

The results reveal the existence of four segments willing to switch towards the online channel for grocery shopping in the aftermath of the pandemic. Utilitarian shoppers would switch online as they consider the online channel useful and easy to use. Responsive shoppers will prefer the online channel driven by the fear of being infected in-store. Novel enthusiasts show interest in the online channel to not catch the virus and cope with emotional fear, although they consider online shopping as an enjoyable and useful activity as well. Smart shoppers consider online shopping as an easy-to-use alternative for their grocery purchases.

This paper identifies technology-related and Covid-related motivations jointly impacting shoppers' channel switching to online and presents a novel method – i.e. mixture regression – allowing for the identification of shopper segments motivated by different reasons, both emotional and utilitarian, to switch towards the online channel for their grocery shopping. Among other motivations, the fear of Covid-19 is identified as a relevant motivation to switch to online.