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Health care delivery is experiencing a multi-faceted epidemic of suffering among patients and care providers. Compassion is defined as noticing, feeling and responding to suffering. However, compassion is typically seen as an individual rather than a more systemic response to suffering and cannot match the scale of the problem as a result. The authors develop a model of a compassion system and details its antecedents (leader behaviors and a compassionate human resource (HR) bundle), its climate or the extent that the organization values, supports and rewards expression of compassion and the behaviors and practices through which it is enacted (standardization and customization) and its effects on efficiently reducing suffering and delivering high quality care.

This paper uses a conceptual approach that synthesizes the literature in health services, HR management, organizational behavior and service operations to develop a new conceptual model.

The paper makes three key contributions. First, the authors theorize the central importance of compassion and a collective commitment to compassion (compassion system) to reducing pervasive patient and care provider suffering in health care. Second, the authors develop a model of an organizational compassion system that details its antecedents of leader behaviors and values as well as a compassionate HR bundle. Third, the authors theorize how compassion climate enhances collective employee well-being and increases standardization and customization behaviors that reduce suffering through more efficient and higher quality care, respectively.

This paper develops a novel model of how health care organizations can simultaneously achieve efficiency and quality through a compassion system. Specific leader behaviors and practices that enable compassion climate and the processes through which it achieves efficiency and quality are detailed. Future directions for how other service organizations can replicate a compassion system are discussed.

Engineering system design and optimization problems are usually multi-objective and constrained and have uncertainties in the inputs. These uncertainties might significantly degrade the overall performance of engineering systems and change the feasibility of the obtained solutions. This paper aims to propose a multi-objective robust optimization approach based on Kriging metamodel (K-MORO) to obtain the robust Pareto set under the interval uncertainty.

In K-MORO, the nested optimization structure is reduced into a single loop optimization structure to ease the computational burden. Considering the interpolation uncertainty from the Kriging metamodel may affect the robustness of the Pareto optima, an objective switching and sequential updating strategy is introduced in K-MORO to determine (1) whether the robust analysis or the Kriging metamodel should be used to evaluate the robustness of design alternatives, and (2) which design alternatives are selected to improve the prediction accuracy of the Kriging metamodel during the robust optimization process.

Five numerical and engineering cases are used to demonstrate the applicability of the proposed approach. The results illustrate that K-MORO is able to obtain robust Pareto frontier, while significantly reducing computational cost.

The proposed approach exhibits great capability for practical engineering design optimization problems that are multi-objective and constrained and have uncertainties.

A K-MORO approach is proposed, which can obtain the robust Pareto set under the interval uncertainty and ease the computational burden of the robust optimization process.

Engineering design optimization involving computational simulations is usually a time-consuming, even computationally prohibitive process. To relieve the computational burden, the adaptive metamodel-based design optimization (AMBDO) approaches have been widely used. This paper aims to develop an AMBDO approach, a lower confidence bounding approach based on the coefficient of variation (CV-LCB) approach, to balance the exploration and exploitation objectively for obtaining a global optimum under limited computational budget.

In the proposed CV-LCB approach, the coefficient of variation (CV) of predicted values is introduced to indicate the degree of dispersion of objective function values, while the CV of predicting errors is introduced to represent the accuracy of the established metamodel. Then, a weighted formula, which takes the degree of dispersion and the prediction accuracy into consideration, is defined based on the already-acquired CV information to adaptively update the metamodel during the optimization process.

Ten numerical examples with different degrees of complexity and an AIAA aerodynamic design optimization problem are used to demonstrate the effectiveness of the proposed CV-LCB approach. The comparisons between the proposed approach and four existing approaches regarding the computational efficiency and robustness are made. Results illustrate the merits of the proposed CV-LCB approach in computational efficiency and robustness.

The proposed approach exhibits high efficiency and robustness in engineering design optimization involving computational simulations.

CV-LCB approach can balance the exploration and exploitation objectively.

Uncertainty is inevitable in real-world engineering optimization. With an outer-inner optimization structure, most previous robust optimization (RO) approaches under interval uncertainty can become computationally intractable because the inner level must perform robust evaluation for each design alternative delivered from the outer level. This paper aims to propose an on-line Kriging metamodel-assisted variable adjustment robust optimization (OLK-VARO) to ease the computational burden of previous VARO approach.

In OLK-VARO, Kriging metamodels are constructed for replacing robust evaluations of the design alternative delivered from the outer level, reducing the nested optimization structure of previous VARO approach into a single loop optimization structure. An on-line updating mechanism is introduced in OLK-VARO to exploit the obtained data from previous iterations.

One nonlinear numerical example and two engineering cases have been used to demonstrate the applicability and efficiency of the proposed OLK-VARO approach. Results illustrate that OLK-VARO is able to obtain comparable robust optimums as to that obtained by previous VARO, while at the same time significantly reducing computational cost.

The proposed approach exhibits great capability for practical engineering design optimization problems under interval uncertainty.

The main contribution of this paper lies in the following: an OLK-VARO approach under interval uncertainty is proposed, which can significantly ease the computational burden of previous VARO approach.

This paper aims to analyze high-quality papers on the research of electronic word-of-mouth (eWOM) for product and service quality improvement from 2009 to 2022, in order to fully understand their historical progress, current situation and future development trend.

This paper adopts the bibliometrics method to analyze the relevant literature, including publishing trend and citation status, regional and discipline area distribution, and influential publications. Secondly, the VOSviewer is used for literature co-citation analysis and keyword co-occurrence analysis to obtain the basic literature and research hotspots in this research field.

Firstly, the study finds that the number of publications basically shows an increasing trend, and those publications are mainly published in tourism journals. In addition, among these papers, China has the largest number of publications, followed by the USA and South Korea. Through co-citation analysis of literature and keyword co-occurrence analysis, 22 foundational papers and six main research topics are obtained in this paper. Finally, this paper elaborates on the development trend of the research topic and future research directions in detail.

This is the first paper that uses bibliometrics to analyze and review relevant researches on eWOM for product and service quality improvement, which is helpful for researchers to quickly understand its development status and trend. This review also provides some future research directions and provides a reference for further research.

Service robots have increasingly been utilized in retail settings, yet empirical research on how frontline employees (FLEs) might deal with this new reality remains scarce. This mixed-methods study aims to examine how FLEs expect physical service robots to impact job characteristics and affect their job engagement and well-being.

First, explorative interviews (Study 1; N = 32) were conducted to investigate how FLEs currently experience job characteristics and how they believe robots might impact these job characteristics and job outcomes. Next, a survey (Study 2; N = 165) examined the relationship between job characteristics that retail FLEs expect to be impacted by robots and their own well-being and job engagement.

While the overall expectations for working with robots are mixed, retail FLEs expect that working with robots can alleviate certain job demands, but robots cannot help to replenish their job resources. On the contrary, most retail FLEs expect the pains and gains associated with robots in the workspace to cancel each other out, leaving their job engagement and well-being unaffected. However, of the FLEs that do anticipate that robots might have some impact on their well-being and job engagement, the majority expect negative effects.

This study is unique in addressing the trade-off between expected benefits and costs inherent to job demands-resources (JD-R) theory while incorporating a transformative service research (TSR) lens. By integrating different streams of research to study retail FLEs' expectations about working with robots and focusing on robots' impact on job engagement and well-being, this study offers new insights for theory and practice.

A fiber Bragg grating (FBG) sensor was designed to measure the door gap of automobile bodies.

The gap sensor was designed through a combination of the sliding wedge and cantilever beam, involving a magnetic force installation and arc structure of the force transmission point. Moreover, the sliding block adopted an anti-magnetic and wear-resistant material and the temperature compensation of the two FBGs was conducted. The magnetic force and contact stress of the sensor were examined to ensure that the sensor exhibited a certain magnetic attraction force and fatigue life. The performance of the gap sensor was examined experimentally.

The sensor could measure gaps with dimensions of 5 mm to 11 mm, with a sensitivity and measurement accuracy of 150.9 pm/mm and 0.0063% F.S., respectively. Moreover, the sensor exhibited a small gap sensitivity, with a repeatability error of 0.15%, anti-creep properties and magnetic interference abilities.

The sensor is compact and easy to install, as well as use for multiple sensor locations, with a maximum size of 43 mm, a mass of 26 g and installation type of magnetic suction. It can be used for high-precision static and dynamic measurements of the door inner clearance with a resolution of 0.013 mm to improve the efficiency of internal clearance on-line analysis and assembly quality inspection.

The rapid development of e-commerce has caused not only explosive growth of the express delivery industry, but also ever-greater operational pressures. Models from the sharing economy may provide new ideas for operational improvement. The purpose of this paper is to consider an optimization method that reduces costs and increases efficiency. The proposed method enables a shared distribution system based on revenue-sharing and cooperative investment contracts.

The authors design a two-echelon supply chain (SC) of the shared distribution system with one shared distribution company and N express companies. In this SC, the express companies provide only inter-city transportation, and they outsource internal-city transportation to a shared distribution company. This distribution system differs from that of the traditional express delivery industry. The traditional system of delivery requires large numbers of empty trips (with no load to deliver), because the operating mode of urban distribution has been the franchise. To offer greater efficiency and performance, the authors introduce the sharing economy mode of express delivery. The authors examine the potential of a joint optimal decision-making strategy that involves revenue-sharing and cooperative investment contracts based on an order flow proportion (OFP) and a revenue-sharing factor (RSF). In this shared distribution system, the most important innovation is that all of the express companies jointly invest in and establish a shared distribution company based on OFP or RSF principles.

The profitability of an SC with revenue-sharing contracts based on an OFP system is much higher than that of a decentralized SC, and it is very close to the profitability of a centralized SC. In SCs with revenue-sharing contracts that are based on RSFs, there are many possible combinations of RSFs that can increase the overall profitability. The analyses indicate that the OFP system offers the best solution in designing revenue-sharing contracts based on RSFs.

This study indicates that revenue-sharing contracts based on both OFP and RSF principles can increase overall SC returns by 0.21 to 0.44 percent. In sum total, this improvement could mean a 0.84 to 1.76bn Yuan increase in revenues for the 400+ bn-Yuan express delivery industry.

The authors find that a combination of equity investment and SC coordination contracts makes the cooperation between SC members much more stable. Through this kind of shared distribution system, the scale of economy can further reduce the costs and increase the efficiency of the express delivery industry.

The purpose of this paper is to empirically investigate the effect of lean manufacturing on productivity changes and to identify the root sources of productivity changes. Furthermore, the authors explore the moderating effects of research and development (R&D) to examine the relationship between lean manufacturing and productivity changes.

This paper employs the propensity score matching (PSM) model combined with the difference-in-difference (DID) estimation to overcome the selectivity bias. The Malmquist productivity index is used to capture productivity changes. By analyzing 671 Chinese manufacturing listed firms from 2009 to 2014, the moderating effects of R&D on the relationship between lean manufacturing and productivity changes are measured.

The results reveal that lean manufacturing implementation has non-significant effects on productivity changes in principle, while a detailed analysis indicates that lean manufacturing could improve scale efficiency significantly. While engaged in R&D could significantly improve the efficiency of technological changes for lean manufacturing implementation firms, there exist negative effects on pure technical efficiency.

This research only covers manufacturing listed firms in China. Further studies should extend the generalizability of the findings.

This study helps managers to identify the important role of R&D on the relationship between lean manufacturing and productivity changes and provides insights into how to improve the lean manufacturing performance.

This paper appears to be one of the earliest studies on the relationship between lean manufacturing and productivity changes by applying the PSM combined with DID estimation in Chinese manufacturing environment.