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Article
Publication date: 14 February 2023

Giuseppe Catenazzo and Marcel Paulssen

This study investigates two moderators of the effects of manufacturers' recovery efforts following a product defect on customers' perceptions of product quality: the severity of…

Abstract

Purpose

This study investigates two moderators of the effects of manufacturers' recovery efforts following a product defect on customers' perceptions of product quality: the severity of the product defect and whether the recovery efforts were covered under warranty or not.

Design/methodology/approach

A total of 478 USA customers who purchased a new car from a cooperating manufacturer participated in a survey. Customers reported the most important product defect (if any) the customers had experienced with the customers' vehicle during the past year. Three linear regressions (OLS) were used to test the proposed hypotheses.

Findings

Defect severity moderates the effects of recovery efforts on quality perceptions. The well-known recovery effect occurs only for product defects of minor severity. Experiencing a severe product defect damages the customers' perceptions of product quality even if the product defect is completely fixed. Double deviations (failed recovery of a product defect) do not damage quality perceptions for defects of minor severity. Finally, warranty coverage of repairs can attenuate the adverse effects of a failed recovery of severe defects on customers' quality perceptions. Additionally, only non-complainers who have experienced a severe product defect correspond to the prevailing conceptualization of an at-risk customer group.

Originality/value

Despite the pervasiveness of product defects, research on the effects of experiencing product defects on customers' product quality perceptions is scarce. Furthermore, the authors' findings reconcile inconsistent results and provide a more nuanced understanding of the well-known recovery and double-deviation effects. Finally, the role of warranty coverage in the recovery process as a buffer for customers' perceptions of product quality is novel.

Details

International Journal of Quality & Reliability Management, vol. 40 no. 9
Type: Research Article
ISSN: 0265-671X

Keywords

Article
Publication date: 7 November 2023

Kamal Pandey and Bhaskar Basu

In the context of a developing country, Indian buildings need further research to channelize energy needs optimally to reduce energy wastage, thereby reducing carbon emissions…

Abstract

Purpose

In the context of a developing country, Indian buildings need further research to channelize energy needs optimally to reduce energy wastage, thereby reducing carbon emissions. Also, reduction in smart devices’ costs with sequential advancements in Information and Communication Technology have resulted in an environment where model predictive control (MPC) strategies can be easily implemented. This study aims to propose certain preemptive measures to minimize the energy costs, while ensuring the thermal comfort for occupants, resulting in better greener solutions for building structures.

Design/methodology/approach

A simulation-based multi-input multi-output MPC strategy has been proposed. A dual objective function involving optimized energy consumption with acceptable thermal comfort has been achieved through simultaneous control of indoor temperature, humidity and illumination using various control variables. A regression-based lighting model and seasonal auto-regressive moving average with exogenous inputs (SARMAX) based temperature and humidity models have been chosen as predictor models along with four different control levels incorporated.

Findings

The mathematical approach in this study maintains an optimum tradeoff between energy cost savings and satisfactory occupants’ comfort levels. The proposed control mechanism establishes the relationships of output variables with respect to control and disturbance variables. The SARMAX and regression-based predictor models are found to be the best fit models in terms of accuracy, stability and superior performance. By adopting the proposed methodology, significant energy savings can be accomplished during certain hours of the day.

Research limitations/implications

This study has been done on a specific corporate entity and future analysis can be done on other corporate or residential buildings and in other geographical settings within India. Inclusion of sensitivity analysis and non-linear predictor models is another area of future scope.

Originality/value

This study presents a dynamic MPC strategy, using five disturbance variables which further improves the overall performance and accuracy. In contrast to previous studies on MPC, SARMAX model has been used in this study, which is a novel contribution to the theoretical literature. Four levels of control zones: pre-cooling, strict, mild and loose zones have been used in the calculations to keep the Predictive Mean Vote index within acceptable threshold limits.

Article
Publication date: 20 February 2024

Evadio Pereira Filho, Miguel Eduardo Moreno Añez, Kleber Cavalcanti Nobrega and Leandro Trigueiro Fernandes

This article evaluates how consumer expectations evolve over time and if three antecedents (negative experiences, alternative attractiveness and level of visitation) explain…

Abstract

Purpose

This article evaluates how consumer expectations evolve over time and if three antecedents (negative experiences, alternative attractiveness and level of visitation) explain possible changes in expectations.

Design/methodology/approach

A conceptual model is structured with six hypotheses that are tested through articulated studies. First, a study with a longitudinal approach is developed and applied to a sample of students. Data collection is carried out over three periods and a latent growth model (LGM) is applied. Further ahead, another essay is developed to reexamine the moderating role of corporate image and level of visitation on the effect of negative experiences on expectations. For this, the role-playing approach is applied.

Findings

Study 1 reveals that patterns of expectations change from one service meeting to another, and these mutations are influenced by negative experiences and alternative attractiveness. Three pieces of evidence are highlighted. First, negative experiences produce contradictory and simultaneous movements in consumer expectations. Negative experiences reduce desired expectations and, at the same time, increase adequate expectations. These effects change in magnitude because of the corporate image. This confirms the moderating role of the corporate image in the relationship between negative experiences and expectations. This does not happen with the level of visitation, in which the moderating function is not sustained. The findings about moderating effects are confirmed by Study 2. Second, as customers have alternative companies, the minimum level of expectation rises. Alternative attractiveness positively impacts only adequate expectations. Third, the results do not support the relationship between the level of visitation and expectations. This reveals that more frequent customers do not necessarily have higher expectations.

Originality/value

This paper is the first to provide empirical results about the moderating effects of corporate image and level of visitation on the relationship between negative experiences and expectations.

Details

International Journal of Quality & Reliability Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0265-671X

Keywords

Article
Publication date: 14 July 2023

Arina Faila Saufa

The purpose was to measure the service quality of school library in Yogyakarta based on user perceptions using the Libqual +TM method that used three dimensional indicators;…

Abstract

Purpose

The purpose was to measure the service quality of school library in Yogyakarta based on user perceptions using the Libqual +TM method that used three dimensional indicators; affect of service, information control and library as place.

Design/methodology/approach

The researcher used a quantitative method to examine the perceived scores, minimum expectations and ideal expectations given by the users, which then resulted in the average Adequency Gap (AG) and superiority gap (SG) scores. Researchers collected data through observation and distributed questionnaires to 93 respondents who were students in Yogyakarta.

Findings

The study found that (1) affect of service dimension, the user is satisfied with the librarian being very polite to the user with an AG score of 0.58 and an SG of −0.1. (2) The information control dimension shows that users are satisfied with the ease of searching for information with an AG score of 0.53 and an SG of −0.44. (3) The library as place dimension, users are satisfied with the library space which is always clean with an AG score of 0.4 and an SG of −0.13.

Originality/value

This study broadens the view regarding the evaluation of school library services using certain methods so that they can be used to improve the quality of library services.

Details

Library Management, vol. 44 no. 6/7
Type: Research Article
ISSN: 0143-5124

Keywords

Article
Publication date: 23 August 2023

Grzegorz Zasuwa and Magdalena Stefańska

This paper has a twofold objective: (1) to examine how trust and distrust mediate the relationship between corporate social responsibility (CSR) and irresponsibility (CSI…

Abstract

Purpose

This paper has a twofold objective: (1) to examine how trust and distrust mediate the relationship between corporate social responsibility (CSR) and irresponsibility (CSI) perceptions and word of mouth recommendations; and (2) to show that moral norms moderate this mediating relationship.

Design/methodology/approach

Two experimental studies test the proposed model. Study 1 performs a single-factor experiment with three levels of corporate social responsibility (positive, neutral, negative) to test the mediation hypothesis (N = 180, 66% females, mean age = 22.3). Study 2 validates the mediation findings and examines the role of moral norms as moderators (N = 240, 50% females, mean age = 39.5).

Findings

Study 1 reveals that trust in the company partially mediates the effects of CSR on word of mouth (WOM) recommendations. Study 2 shows that consumers who adhere to higher moral standards follow distinct paths to negative WOM. Specifically, these consumers tend to spread negative comments when they expect the firm to behave irresponsibly. When unsure about future corporate behaviour, they are less likely to spread negative WOM.

Originality/value

This is the first study, to the authors' knowledge, to demonstrate how moral norms shape the effects of distrust in the corporate culprit on word of mouth recommendations. Accordingly, this research proves that conceptualising trust and distrust as separate constructs is useful in explaining consumer reactions to corporate social irresponsibility.

Details

Corporate Communications: An International Journal, vol. 28 no. 6
Type: Research Article
ISSN: 1356-3289

Keywords

Article
Publication date: 31 January 2024

Ali Fazli and Mohammad Hosein Kazemi

This paper aims to propose a new linear parameter varying (LPV) controller for the robot tracking control problem. Using the identification of the robot dynamics in different work…

Abstract

Purpose

This paper aims to propose a new linear parameter varying (LPV) controller for the robot tracking control problem. Using the identification of the robot dynamics in different work space points about modeling trajectory based on the least square of error algorithm, an LPV model for the robotic arm is extracted.

Design/methodology/approach

Parameter set mapping based on parameter component analysis results in a reduced polytopic LPV model that reduces the complexity of the implementation. An approximation of the required torque is computed based on the reduced LPV models. The state-feedback gain of each zone is computed by solving some linear matrix inequalities (LMIs) to sufficiently decrease the time derivative of a Lyapunov function. A novel smoothing method is used for the proposed controller to switch properly in the borders of the zones.

Findings

The polytopic set of the resulting gains creates the smooth switching polytopic LPV (SS-LPV) controller which is applied to the trajectory tracking problem of the six-degree-of-freedom PUMA 560 robotic arm. A sufficient condition ensures that the proposed controller stabilizes the polytopic LPV system against the torque estimation error.

Practical implications

Smoothing of the switching LPV controller is performed by defining some tolerances and creating some quasi-zones in the borders of the main zones leading to the compressed main zones. The proposed torque estimation is not a model-based technique; so the model variation and other disturbances cannot destroy the performance of the suggested controller. The proposed control scheme does not have any considerable computational load, because the control gains are obtained offline by solving some LMIs, and the torque computation is done online by a simple polytopic-based equation.

Originality/value

In this paper, a new SS-LPV controller is addressed for the trajectory tracking problem of robotic arms. Robot workspace is zoned into some main zones in such a way that the number of models in each zone is almost equal. Data obtained from the modeling trajectory is used to design the state-feedback control gain.

Details

Industrial Robot: the international journal of robotics research and application, vol. 51 no. 2
Type: Research Article
ISSN: 0143-991X

Keywords

Article
Publication date: 25 December 2023

Guodong Sa, Haodong Bai, Zhenyu Liu, Xiaojian Liu and Jianrong Tan

The assembly simulation in tolerance analysis is one of the most important steps for the tolerance design of mechanical products. However, most assembly simulation methods are…

85

Abstract

Purpose

The assembly simulation in tolerance analysis is one of the most important steps for the tolerance design of mechanical products. However, most assembly simulation methods are based on the rigid body assumption, and those assembly simulation methods considering deformation have a poor efficiency. This paper aims to propose a novel efficient and precise tolerance analysis method based on stable contact to improve the efficiency and reliability of assembly deformation simulation.

Design/methodology/approach

The proposed method comprehensively considers the initial rigid assembly state, the assembly deformation and the stability examination of assembly simulation to improve the reliability of tolerance analysis results. The assembly deformation of mating surfaces was first calculated based on the boundary element method with optimal initial assembly state, then the stability of assembly simulation results was assessed by the density-based spatial clustering of applications with noise algorithm to improve the reliability of tolerance analysis. Finally, combining the small displacement torsor theory, the tolerance scheme was statistically analyzed based on sufficient samples.

Findings

A case study of a guide rail model demonstrated the efficiency and effectiveness of the proposed method.

Research limitations/implications

The present study only considered the form error when generating the skin model shape, and the waviness and the roughness of the matching surface were not considered.

Originality/value

To the best of the authors’ knowledge, the proposed method is original in the assembly simulation considering stable contact, which can effectively ensure the reliability of the assembly simulation while taking into account the computational efficiency.

Details

Robotic Intelligence and Automation, vol. 44 no. 1
Type: Research Article
ISSN: 2754-6969

Keywords

Article
Publication date: 16 November 2023

Ming Lin, Mu Tian, Yifan Wang and Libing Shu

This study aims to investigate whether frugality increases customer complaints via the mediating role of the zone of tolerance (ZOT) of quality for Shanzhai products…

Abstract

Purpose

This study aims to investigate whether frugality increases customer complaints via the mediating role of the zone of tolerance (ZOT) of quality for Shanzhai products. Additionally, the study seeks to explore how customer empathy as a boundary condition affects the relationship between the ZOT of quality and customer complaints.

Design/methodology/approach

Based on the purchasing data of 241 low-income customers from business-to-consumer (B2C) e-commerce and social platforms in China, hierarchical analysis was conducted in the study. Moreover, “PROCESS SPSS Macro” was used to test the mediation effect of the ZOT of quality and the moderated mediation effect with customer empathy as a moderator.

Findings

The results indicate a positive impact of frugality on customer complaints, which is mediated by the ZOT of quality. Moreover, with an increase in customer empathy, the negative effect of the ZOT of quality on customer complaints increases, and the positive influence of frugality on customer complaints, through the mediation of the ZOT of quality, also becomes stronger.

Originality/value

Drawing upon the principle of cognitive consistency, this study not only extends the stream of research on frugality by exploring how frugality influences customer complaints via the mediation of the ZOT of quality but also sheds new light on the research on customer empathy by exploring its moderating role in the relationship between the ZOT of quality and customer complaints.

Details

Asia Pacific Journal of Marketing and Logistics, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1355-5855

Keywords

Article
Publication date: 24 October 2023

Ying Chang, Chubing Zhang, Tiange Li and Yina Li

This study aims to examine the effects of the perceived warmth and competence of humanoid robots on customer tolerance of service failure through the affective response and the…

Abstract

Purpose

This study aims to examine the effects of the perceived warmth and competence of humanoid robots on customer tolerance of service failure through the affective response and the boundary condition of relationship norms.

Design/methodology/approach

Two experimental studies were conducted to investigate the effects of perceived warmth and competence of humanoid robots’ physical appearances on tolerance of service failure and the mediating role of anger. The boundary influence of relationship norms is also explored.

Findings

The results reveal that the perception of warmth (vs. competence) robot leads to less (more) anger, which significantly results in tolerance of service failure. However, customer tolerance is insignificant under exchange norms, as the undelivered service violates the expectations of both warm and competent robots.

Practical implications

This study provides practical guidance for hospitality managers to implement humanoid robots in a way that minimizes the negative outcomes of service failure. Managers should also think about the appropriate match of different types of humanoid robots and relationship norms in which robots will be deployed.

Originality/value

This study contributes to the tolerance literature by taking a social cognition perspective to investigate the effect of humanoid robots’ physical appearances on customers’ reactions to service failure. The findings also reveal that its affective mechanism lies in the effect of expectancy violations of service failure on tolerance. Furthermore, this study extends the literature on relationship norms to the influence of company factors on effective humanoid robot implementation.

Details

International Journal of Contemporary Hospitality Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 21 December 2021

Ting Shang, Xin Hu, Kunhui Ye and Vivian W. Y. Tam

This study aims to map out contractors' thoughts on construction-related environmental recovery as an excuse for deliberately carrying on unsustainable construction.

Abstract

Purpose

This study aims to map out contractors' thoughts on construction-related environmental recovery as an excuse for deliberately carrying on unsustainable construction.

Design/methodology/approach

A typical highway construction project in China was investigated. Textual materials were collected through semistructured interviews. Content analysis was conducted to derive qualitative data from the textual materials.

Findings

The research findings reveal a trend of environmental recovery associated with construction activities. It is found that contractors utilize this trend to maintain unsustainable construction. Furthermore, the effects of environmental recovery equip local governments with a tolerance for environmental degradation, and the environmental tolerance allows contractors to continue unsustainable construction without being discovered.

Originality/value

This paper presents an environmental recovery-based perspective on unsustainable construction and sheds some light on the promotion of sustainable construction.

Details

Engineering, Construction and Architectural Management, vol. 30 no. 3
Type: Research Article
ISSN: 0969-9988

Keywords

1 – 10 of 450