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Article
Publication date: 25 January 2011

Robert Johnston and Xiangyu Kong

This paper aims to respond to the call to help organisations to systematically engineer their customer experiences. Its objective is to investigate how organisations…

Abstract

Purpose

This paper aims to respond to the call to help organisations to systematically engineer their customer experiences. Its objective is to investigate how organisations actually go about designing and improving their customer experiences.

Design/methodology/approach

A total of four organisations were chosen for this exploratory study; one business‐to‐business company, one business‐to‐consumer company, one utility, and one public sector organisation. This longitudinal study over a period of four years collected data from participant observation, discussions, internal reports and from secondary data.

Findings

Despite the differences between the four organisations they appear to have taken, independently, the same approach to bring about improvements to their customer experiences. This paper proposes a ten‐stage “road‐map” to improvement which develops the existing models.

Research limitations/implications

Main limitations were that the in‐depth, longitudinal study covered just four organisations and from a mix of sectors. Additional work is needed to further test the findings in more organisations.

Practical implications

This study identifies the critical importance of mindset change in the design of customer experience improvement programmes and the ways in which customers can be directly engaged in the design and improvement process. Importantly, it provides a road‐map that organisations can use as a base for improving their customer experiences. It also suggests that it is useful to have clear objectives in three areas: customer; staff; and cost‐efficiency; and use them to assess the benefits of improving the customer experience.

Originality/value

The study organises the current literature on the customer experience, distinguishes between “service” and “experience”, and provides a research‐based road‐map for improving the customer experience.

Details

Managing Service Quality: An International Journal, vol. 21 no. 1
Type: Research Article
ISSN: 0960-4529

Keywords

Content available
Article
Publication date: 9 October 2009

Jochen Wirtz, Robert Johnston and Christopher Khoe Sin Seow

Abstract

Details

Journal of Service Management, vol. 20 no. 5
Type: Research Article
ISSN: 1757-5818

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Article
Publication date: 22 September 2021

A. Prakash, A. Shyam Joseph, R. Shanmugasundaram and C.S. Ravichandran

This paper aims to propose a machine learning approach-based power theft detection using Garra Rufa Fish (GRF) optimization. Here, the analyzing of power theft is an…

Abstract

Purpose

This paper aims to propose a machine learning approach-based power theft detection using Garra Rufa Fish (GRF) optimization. Here, the analyzing of power theft is an important part to reduce the financial loss and protect the electricity from fraudulent users.

Design/methodology/approach

In this section, a new method is implemented to reduce the power theft in transmission lines and utility grids. The detection of power theft using smart meter with reliable manner can be achieved by the help of GRF algorithm.

Findings

The loss of power due to non-technical loss is small by using this proposed algorithm. It provides some benefits like increased predicting capacity, less complexity, high speed and high reliable output. The result is analyzed using MATLAB/Simulink platform. The result is compared with an existing method. According to the comparison result, the proposed method provides the good performance than existing method.

Originality/value

The proposed method gives good results of comparison than those of the other techniques and has an ability to overcome the associated problems.

Details

Journal of Engineering, Design and Technology , vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1726-0531

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Article
Publication date: 31 May 2019

Abdullahi Babatunde Saka and Daniel W.M. Chan

This paper aims to review the status of development of building information modelling (BIM), its trends and themes across the six continents of the world.

Abstract

Purpose

This paper aims to review the status of development of building information modelling (BIM), its trends and themes across the six continents of the world.

Design/methodology/approach

A total of 914 journal articles sought from the search engine of Web of Science (WOS) based on the country/region option of the WOS to group them into continents. A best-fit approach was then applied in selecting the suitable software programmes for the scientometric analysis and comparisons and deductions were made.

Findings

The findings revealed that there are differences in the development of BIM across the six continents of the world. South America and Africa are lagging in the BIM research and Australia and Asia are growing, whilst Europe and North America are ahead. In addition, there exist differences in the research themes and trends in these continents as against the single view presented in extant studies.

Originality/value

This study introduced a new approach to carry out a comparative and taxonomic review and has provided both academic researchers and industrial practitioners with a clear status of development of BIM research and the trend across the six continents of the world.

Details

Construction Innovation, vol. 19 no. 3
Type: Research Article
ISSN: 1471-4175

Keywords

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Article
Publication date: 12 June 2017

Xiang Yu, Degao Zou, Xianjing Kong and Long Yu

A large, uneven settlement that is unfavourable to dam safety can occur between a concrete cut-off wall and the high-plasticity clay of earth core dam built on alluviums…

Abstract

Purpose

A large, uneven settlement that is unfavourable to dam safety can occur between a concrete cut-off wall and the high-plasticity clay of earth core dam built on alluviums. This issue has been often studied using the small-strain finite element (FE) method in previous research. This paper aims to research the interaction behaviour between a concrete cut-off wall and high-plasticity clay using large-deformation FE analyses.

Design/methodology/approach

The re-meshing and interpolation technique with a small-strain (RITSS) method was performed using an independently developed program and adopted for large-deformation FE analyses, and a suitable element size for the high-plasticity clay region was suggested. The layered construction process of an earth core dam built on thick alluviums was simulated using the RITSS method incorporating a hyperbolic model for soil.

Findings

The RITSS method is an effective technique for simulating the soil–structure interaction during dam construction. The RITSS analysis predicted a higher maximum principle stress of the concrete cut-off wall and higher stress levels in the high-plasticity clay region than small-strain FE analysis.

Originality/value

A practical method for large-deformation FE analysis was advised and was used for the first time to study the interaction between a concrete cut-off wall and high-plasticity clay in dam engineering. Large deformation in the high-plasticity clay was handled using the RITSS method. Moreover, the penetration process of the concrete cut-off wall into the high-plasticity clay was captured using a favourable element shape and mesh density.

Details

Engineering Computations, vol. 34 no. 4
Type: Research Article
ISSN: 0264-4401

Keywords

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Article
Publication date: 2 November 2015

Xiangyu Li and Ming Kong

This paper aims to address following three research questions: Are employees with high political skill willing to do extra-role behavior? Can leader–member exchange (LMX…

Abstract

Purpose

This paper aims to address following three research questions: Are employees with high political skill willing to do extra-role behavior? Can leader–member exchange (LMX) affect organizational citizenship behavior (OCB)? Can perception of organizational politics (POP) influence LMX?

Design/methodology/approach

The paper is based on a survey of 227 questionnaires. Multiple linear regression analysis was used.

Findings

Findings indicate that employees’ political skill not only are helpful for them in dealing with the relationship with their leaders, but also can stimulate their OCB. The paper also shows that the mediation effect of POP is not obvious when they handle LMX.

Originality/value

This paper’s main contributions are as follows: When studying new generation employees, many managers find that their accumulated experience of management is ineffective in applying to this group of new generation employees. In Chinese culture, new organizational and new employee environment relationship can be regarded normal, positive and beneficial to the development of new generation employees. New generation employees use their own political skills to handle LMX; they are not well aware of POP.

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Article
Publication date: 25 October 2019

Xiangyu Liu, Chunyan Zhang, Cong Ni and Chenhui Lu

The purpose of this paper is to put forward a nvew reconfigurable multi-mode walking-rolling robot based on the single-loop closed-chain four-bar mechanism, and the robot…

Abstract

Purpose

The purpose of this paper is to put forward a nvew reconfigurable multi-mode walking-rolling robot based on the single-loop closed-chain four-bar mechanism, and the robot can be changed to different modes according to the terrain.

Design/methodology/approach

Based on the topological analysis, singularity analysis, feasibility analysis, gait analysis and the motion strategy based on motor time-sharing control, the paper theoretically verified that the robot can switch between the four motion modes.

Findings

The robot integrates four-bar walking, self-deforming and four-bar and six-bar rolling modes. A series of simulation and prototype experiment results are presented to verify the feasibility of multiple motion modes of the robot.

Originality/value

The work presented in this paper provides a good theoretical basis for further exploration of multiple mode mobile robots. It is an attempt to design the multi-mode mobile robot based on single loop kinematotropic mechanisms. It is also a kind of exploration of the new unknown movement law.

Details

Industrial Robot: the international journal of robotics research and application, vol. 47 no. 2
Type: Research Article
ISSN: 0143-991X

Keywords

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Article
Publication date: 5 May 2020

Qingfeng Meng, Yifan Zhang, Zhen Li, Weixiang Shi, Jun Wang, Yanhui Sun, Li Xu and Xiangyu Wang

The purpose of this paper is to summarize the current applications of BIM, the integration of related technologies and the tendencies and challenges systematically.

Abstract

Purpose

The purpose of this paper is to summarize the current applications of BIM, the integration of related technologies and the tendencies and challenges systematically.

Design/methodology/approach

Using quantitative and qualitative bibliometric statistical methods, the current mode of interaction between BIM and other related technologies is summarized.

Findings

This paper identified 24 different BIM applications in the life cycle. From two perspectives, the implementation status of BIM applications and integrated technologies are respectively studied. The future industry development framework is drawn comprehensively. We summarized the challenges of BIM applications from the perspectives of management, technology and promotion, and confirmed that most of the challenges come from the two driving factors of promotion and management.

Research limitations/implications

The technical challenges reviewed in this paper are from the collected literature we have extracted, which is only a part of the practical challenges and not comprehensive enough.

Practical implications

We summarized the current mode of interactive use of BIM and sorted out the challenges faced by BIM applications to provide reference for the risks and challenges faced by the future industry.

Originality/value

There is little literature to integrate BIM applications and to establish BIM related challenges and risk frameworks. In this paper, we provide a review of the current implementation level of BIM and the risks and challenges of stakeholders through three aspects of management, technology and promotion.

Details

Engineering, Construction and Architectural Management, vol. 27 no. 8
Type: Research Article
ISSN: 0969-9988

Keywords

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Article
Publication date: 31 August 2021

Xiangyu Liu, Bowen Zheng and Hefu Liu

Although social media is widely used for organizational communication, studies have begun to show its controversial effects on job performance in the workplace. To…

Abstract

Purpose

Although social media is widely used for organizational communication, studies have begun to show its controversial effects on job performance in the workplace. To investigate these effects, this study developed a conceptual framework for how social media interactivity affects communication quality and work interruption, as well as how such effects impact job performance.

Design/methodology/approach

The proposed theoretical model was empirically validated through a survey study of 556 employees in China.

Findings

The results verified a social media interactivity paradox that indicated social media interactivity increased both communication quality and work interruptions. The results further showed that high levels of social media dependency were a detriment to organizations.

Originality/value

This study verified the existence of a social media interactivity paradox in the use of social media for workplace communication. Moreover, results revealed that the effect of social media interactivity on organizational outcomes depends on its respective dimensions.

Details

Information Technology & People, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0959-3845

Keywords

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Article
Publication date: 1 June 2021

Qiang Lu, Jinliang Chen, Hua Song and Xiangyu Zhou

The purpose of this study is to examine how cloud computing assimilation reduces supply chain financing (SCF) risks of small and medium enterprises (SMEs). This study also…

Abstract

Purpose

The purpose of this study is to examine how cloud computing assimilation reduces supply chain financing (SCF) risks of small and medium enterprises (SMEs). This study also investigated the mediating roles of internal and external supply chain integration between cloud computing assimilation and the SCF risks of SMEs, as well as the moderating role of environmental competitiveness.

Design/methodology/approach

Data was collected from surveys of SMEs located in China. Multiple regression analysis was used to validate the proposed theoretical model and research hypotheses.

Findings

The findings show that cloud computing assimilation could reduce the SCF risks of SMEs directly. The results also indicate that both internal and external supply chain integration mediate the relationship between cloud computing assimilation and SCF risks. Furthermore, environmental competitiveness inhibits the effects of cloud computing assimilation on SCF risks.

Originality/value

To our best knowledge, this is the preliminary study to explore the role of cloud computing assimilation in reducing the SCF risks of SMEs. Also, this study attempted to investigate the process by which cloud computing assimilation affects the SCF risks of SMEs.

Details

Journal of Enterprise Information Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1741-0398

Keywords

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