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In the context of the journey toward digital transformation and the realization of a fully connected factory, concepts such as data science, artificial intelligence (AI), machine learning (ML) and even predictive models emerge as indispensable pillars. Given the relevance of these topics, the present study focused on the analysis of customer complaint data, employing ML techniques to anticipate complaint accountability. The primary objective was to enhance data accessibility, harnessing the potential of ML models to optimize the complaint handling process and thereby positively contribute to data-driven decision-making. This approach aimed not only to reduce the number of units to be analyzed and customer response time but also to underscore the pressing need for a paradigm shift in quality management. The application of AI techniques sought to enhance not only the efficiency of the complaint handling process and data accessibility but also to demonstrate how the integration of these innovative approaches could profoundly transform the way quality is conceived and managed within organizations.

To conduct this study, real customer complaint data from an automotive company was utilized. Our main objective was to highlight the importance of artificial intelligence (AI) techniques in the context of quality. To achieve this, we adopted a methodology consisting of 10 distinct phases: business analysis and understanding; project plan definition; sample definition; data exploration; data processing and pre-processing; feature selection; acquisition of predictive models; evaluation of the models; presentation of the results; and implementation. This methodology was adapted from data mining methodologies referenced in the literature, taking into account the specific reality of the company under study. This ensured that the obtained results were applicable and replicable across different fields, thereby strengthening the relevance and generalizability of our research findings.

The achieved results not only demonstrated the ability of ML models to predict complaint accountability with an accuracy of 64%, but also underscored the significance of the adopted approach within the context of Quality 4.0 (Q4.0). This study served as a proof of concept in complaint analysis, enabling process automation and the development of a guide applicable across various areas of the company. The successful integration of AI techniques and Q4.0 principles highlighted the pressing need to apply concepts of digitization and artificial intelligence in quality management. Furthermore, it emphasized the critical importance of data, its organization, analysis and availability in driving digital transformation and enhancing operational efficiency across all company domains. In summary, this work not only showcased the advancements achieved through ML application but also emphasized the pivotal role of data and digitization in the ongoing evolution of Quality 4.0.

This study presents a significant contribution by exploring complaint data within the organization, an area lacking investigation in real-world contexts, particularly focusing on practical applications. The development of standardized processes for data handling and the application of predictions for classification models not only demonstrated the viability of this approach but also provided a valuable proof of concept for the company. Most importantly, this work was designed to be replicable in other areas of the factory, serving as a fundamental basis for the company’s data scientists. Until then, limited data access and lack of automation in its treatment and analysis represented significant challenges. In the context of Quality 4.0, this study highlights not only the immediate advantages for decision-making and predicting complaint outcomes but also the long-term benefits, including clearer and standardized processes, data-driven decision-making and improved analysis time. Thus, this study not only underscores the importance of data and the application of AI techniques in the era of quality but also fills a knowledge gap by providing an innovative and replicable approach to complaint analysis within the organization. In terms of originality, this article stands out for addressing an underexplored area and providing a tangible and applicable solution for the company, highlighting the intrinsic value of aligning quality with AI and digitization.

The concept of productivity is central to performance management and decision-making, although it is complex and multifaceted. This paper aims to describe a methodology based on the use of Big Data in a cluster analysis combined with a data envelopment analysis (DEA) that provides accurate and reliable productivity measures in a large network of retailers.

The methodology is described using a case study of a leading kitchen furniture producer. More specifically, Big Data is used in a two-step analysis prior to the DEA to automatically cluster a large number of retailers into groups that are homogeneous in terms of structural and environmental factors and assess a within-the-group level of productivity of the retailers.

The proposed methodology helps reduce the heterogeneity among the units analysed, which is a major concern in DEA applications. The data-driven factorial and clustering technique allows for maximum within-group homogeneity and between-group heterogeneity by reducing subjective bias and dimensionality, which is embedded with the use of Big Data.

The use of Big Data in clustering applied to productivity analysis can provide managers with data-driven information about the structural and socio-economic characteristics of retailers' catchment areas, which is important in establishing potential productivity performance and optimizing resource allocation. The improved productivity indexes enable the setting of targets that are coherent with retailers' potential, which increases motivation and commitment.

This article proposes an innovative technique to enhance the accuracy of productivity measures through the use of Big Data clustering and DEA. To the best of the authors’ knowledge, no attempts have been made to benefit from the use of Big Data in the literature on retail store productivity.

This study aims to explore and empirically test variables influencing material delivery schedule inaccuracies?

A mixed-method case approach is applied. Explanatory variables are identified from the literature and explored in a qualitative analysis at an automotive original equipment manufacturer. Using logistic regression and random forest classification models, quantitative data (historical schedule transactions and internal data) enables the testing of the predictive difference of variables under various planning horizons and inaccuracy levels.

The effects on delivery schedule inaccuracies are contingent on a decoupling point, and a variable may have a combined amplifying (complexity generating) and stabilizing (complexity absorbing) moderating effect. Product complexity variables are significant regardless of the time horizon, and the item’s order life cycle is a significant variable with predictive differences that vary. Decoupling management is identified as a mechanism for generating complexity absorption capabilities contributing to delivery schedule accuracy.

The findings provide guidelines for exploring and finding patterns in specific variables to improve material delivery schedule inaccuracies and input into predictive forecasting models.

The findings contribute to explaining material delivery schedule variations, identifying potential root causes and moderators, empirically testing and validating effects and conceptualizing features that cause and moderate inaccuracies in relation to decoupling management and complexity theory literature?

The effects of integrated reporting quality (IRQ) have been debated in increasing empirical studies. Several IRQ measures, different theoretical approaches and multiple contexts have been adopted and investigated, leading to mixed results. By using the meta-analytic technique, this study aims to contribute to the accounting literature, reconciling the conflicting results on the effects of IRQ and providing objective conclusions to complement narrative literature reviews.

A sample of 45 empirical papers from 2013 to 2022, with 653 effect sizes, was used to assess the effects associated with IRQ. The papers were clustered into five groups (market reaction, financial performance, cost of capital, financial analysts’ properties and managerial decisions) based on the different consequences of IRQ investigated in the primary studies. A random-effects meta-regression model was used to explore all sources of heterogeneity together.

The meta-regression results confirm that IRQ positively influences firms’ market valuation and financial performance and hampers opportunistic managerial behaviour by improving corporate transparency, mitigating information asymmetry and encouraging accountability. Moreover, differences in the study characteristics affect the strength of the relationship object of interest.

Through meta-analysis, this study provides a broader overview of the effects of IRQ by enhancing the generalisability of the findings. The results also pave the way for additional evidence on the outcome variables affected by the quality of integrated disclosure.

The importance of the agri-food supply chain in both food production and distribution has made the issue of its development a critical concern. Based on configuration theory and congruence theory, this research investigates the complex impact of supply chain concentration on financial growth in agri-food supply chains.

The cluster analysis and response surface methodology are employed to analyse the data collected from 207 Chinese agri-food companies from 2010 to 2022.

The results indicate that different combination patterns of supply chain concentration can lead to different levels of financial growth. We discover that congruent supplier and customer concentration is beneficial for companies’ financial growth. This impact is more pronounced when the company is in the agricultural production stage of agri-food supply chains. Post-hoc analysis indicates that there exists an inverted U-shaped relationship between the overall levels of supply chain concentration and financial growth.

Our research uncovers the complex interplay between supply chain base and financial outcomes, thereby revealing significant ramifications for agri-food supply chain managers to optimise their strategies for exceptional financial growth.

This study proposes a combined approach of cluster analysis and response surface analysis for analysing configuration issues in supply chain management.

Land is the basis for economic development as well as tourism development. There is a close relationship between tourism development and the land market. However, research on the effect of tourism development on land prices is insufficient. This paper aims to investigate the effect and mechanism of tourism development on land prices.

The econometric paradigm is the main research method. Fixed effect models, instrumental variable models and mediating effect models are introduced to examine the impact of tourism development on land prices. The data include three types: land transaction data, city-level data and scenic spot data. More than 360,000 samples of land transactions for 284 prefecture-level cities in China from 2007 to 2021 are applied.

Tourism development can significantly increase land prices. This conclusion holds after using instrumental variables to address endogeneity and testing for robustness. Meanwhile, tourism development’s effect on land price is influenced by land type, city type, city tier and city location. The land price increase effect of tourism is more significant for tourism land, tourist cities, central cities and Western cities. The paper also reveals the mechanisms of the public service enhancement effect, infrastructure upgrading effect and environmental optimization effect in tourism development’s effect on land price.

The study contributes to the literature on the relationship between tourism development and land market. The generality and specificity of tourism development’s effect on land price are revealed from the micro and macrolevel research level. The findings enrich the literature on tourism price effects, point to rational ways to optimize and regulate land prices and provide new ideas for land-market development.

This research addresses the critical challenge of fostering customer loyalty within the highly competitive landscape of the insurance industry. The study investigates the interplay between customer satisfaction, loyalty, and the influence of technology and service quality in the context of insurance services and in periods of crisis.

A quantitative research approach was employed, utilizing a structured questionnaire distributed among diverse insurance customers in Lebanon during crisis conditions. The data were analyzed using SPSS-Amos, incorporating descriptive statistics, correlation analysis, and structural equation modeling (SEM).

This research emphasizes the crucial role of customer satisfaction in fostering loyalty in the insurance sector, especially during crises. High satisfaction levels, influenced by user-friendly online platforms, positively correlate with increased customer loyalty. Technology plays a vital role in maintaining and improving satisfaction, making it a key driver during challenging times. Positive interactions between service quality and satisfaction further highlight the multifaceted impact of technology on shaping customer loyalty.

The research findings provide valuable insights with practical implications for insurers aiming to boost customer loyalty. The study recommends strategic investments in critical areas like claims processing, customer service, communication strategies, digitalization initiatives, and employee training. The study provides insights applicable particularly to insurance companies navigating crisis conditions.

This research contributes both to academic understanding and practical applications by shedding light on the distinctive challenges and opportunities faced by insurers in cultivating customer loyalty within the insurance industry during crisis. The elucidations provided serve as a foundation for developing targeted strategies to address these challenges and to leverage opportunities for enhanced customer loyalty.

With the continuous deepening of China's mixed-ownership reform, the participants in the reform have gradually expanded from state-owned enterprises to private enterprises. Whether state-owned equity participation in private enterprises can facilitate the development of environmental, social and governance (ESG) performance in private enterprises is a question that needs urgent examination. This study aims to investigate the impact of state-owned equity participation on the ESG performance of private enterprises.

Using Chinese listed companies as the research sample, this study uses econometric methods such as multiple regression to analyze the relationship between state-owned equity and the ESG performance of private enterprises. Additionally, it explores the underlying mechanisms and influencing factors of this relationship.

There is a significant inverted U-shaped relationship between state-owned equity and the ESG performance of private enterprises. Mechanism analysis reveals that resource effects and governance effects play a mediating role in this nonlinear relationship. Furthermore, the authors find that environmental regulation and managers' attention to the environment positively moderate the relationship between state-owned equity participation and ESG performance.

A reasonable equity structure is crucial for enhancing corporate ESG performance. Moderate state-owned equity participation helps to leverage resource integration and governance advantages, which will assist private enterprises in maximizing ESG performance and achieving sustainable development.

In advancing the process of mixed-ownership reform, the government should maintain an appropriate proportion of state-owned equity to avoid excessive intervention in enterprise decision-making. At the same time, it should ensure that enterprises can genuinely undertake their social and environmental responsibilities while pursuing economic benefits. This is of great significance for promoting sustainable economic and social development.

This study integrates state-owned equity, ESG and nonlinear relationships into a single research framework. It explores the internal mechanisms and influencing factors of their relationship, overcoming the limitations of previous studies and provides a new perspective for understanding the impact of state-owned equity on corporate ESG performance.

This study aims to investigate the impact of stakeholders’ nonfinancial resources (NFRs) on companies’ profitability, filling a significant gap in the literature regarding the role of NFRs in value creation.

Data from 76 organizations from 2017 to 2019 were collected and analyzed. Four primary NFRs and their key value drivers were identified, representing core elements that support different dimensions of a company’s performance. Statistical tests examined the relationship between stakeholders’ NFRs and financial performance measures.

When analyzed collectively and individually, the results reveal a significant positive influence of stakeholders’ NFRs on a firm’s profitability. Higher importance assigned to NFRs correlates with a higher return on sales.

This study contributes to the literature by empirically bridging the gap between stakeholder theory and the resource-based view, addressing the intersection of these perspectives. It also provides novel insights into how stakeholders’ NFRs impact profitability, offering valuable implications for research and managerial practice. It suggests that managers should integrate nonfinancial measures of NFRs within their performance measurement system to manage better and sustain companies’ value-creation process.

Previous literature has identified human resources as a key source of competitive advantage in organizations of all sizes. However, Small and Medium-sized Enterprises (SMEs) face difficulty in comprehensively implementing all recommended Human Resource Management (HRM) functions. In this study, we shed light on the field of HRM in SMEs by focusing on the context of Greek Small and Medium-sized Hotels (SMHs), which represent a dominant private sector employer across the country.

Using a fuzzy-set qualitative comparative analysis (fsQCA) and 34 in-depth interviews with SMHs' owners/managers, we explore the HRM conditions leading to high levels of performance, while taking into consideration the influence of internal key determinants.

We uncover three alternative successful HRM strategies that maximize business performance, namely the Compensation-based performers, the HRM developers and the HRM investors. Each strategy fits discreet organizational characteristics related to company size, ownership type and organizational structure.

To the best of the authors' knowledge this is among the first empirical studies that examine different and equifinal performance-enhancing configurations of HRM practices in SMHs.