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Home delivery of groceries is not yet a very popular service among consumers. One reason for the slow progress has been the time‐consuming and expensive ordering process. In recent years, Internet‐based solutions have solved most of the problems related to the order transaction process – making ordering simpler, cheaper and faster. However, there are still a lot of unsolved problems in the e‐grocery business. One of the biggest obstacles is inefficient home delivery. This paper examines how different solutions for goods receipt affect home‐delivery efficiency. Different alternatives for receiving the goods are presented and the service levels of these concepts are described from the consumer’s point of view. In addition, the costs for the e‐grocer are studied. The efficiency of using a reception box is demonstrated by simulating two alternative receiving concepts.

This study aims to investigate the empowering and constraining effects of performance measurement. The levers of control perspective emphasises the fact that interactive processes play an important role in balancing these effects. This paper proposes to extend the analysis of effects in this literature, by looking at them in conjunction with the role of dialogue.

This paper analyses a longitudinal case study of the use of user satisfaction indicators in the reception of a French local authority. The data were collected using a three-year longitudinal case study method from semi-directive interviews and participations at meetings.

The case study shows that performance measurement was introduced to encourage reception employees to make changes to the experience of service users. Employees were involved in the design phase of the survey and in the development of proposals. The dialogue approach represented a way of encouraging employees to agree to accept changes. However, this dialogue offered greater empowerment of employees by the managers.

Further work would be needed to enrich the characteristics of the dialogue and its effects on other performance measurement systems.

The dialogue between employees and managers was designed to be interactive and created a situation with both empowering and constraining effects. The method of organisation, involving regular meetings with formal tasks to be accomplished at each meeting, appears significant for the evolution of the effects.

We extend the levers of control perspective to demonstrate the importance of the dialogue in balancing the effects. The case study makes it easier to understand how the empowering effects are related to the objective of constraint in the dialogue approach, and how these effects evolve.

As a new type of ultrasonic transducer with significant advantages, capacitive micromachined ultrasonic transducer (CMUT) has good application prospect. The reception characteristic of the CMUT is one of the important factors determining the application effect. This paper aims to study the reception characteristics of CMUT.

In this paper, the state equation is deduced and the analysis model is established in SIMULINK environment based on the lumped parameter system model of the CMUT cell. Based on this analysis model, the influencing factors of CMUT reception characteristics are studied and investigated, and the time-domain and frequency-domain characteristics are investigated in detail.

The analysis results show that parameters directly affect the reception characteristics of the CMUT, such as direct current (DC) bias voltage, input sound pressure amplitude and frequency. At the same time, the measurement system is built and the reception characteristics are verified.

This paper provides an effective method for rapid analyzing the reception characteristics of CMUT. These results provide an important theoretical basis and reference for further optimization of CMUT structure design, and lay a good foundation for the practical application measurement.

Recent research into last mile e‐grocery logistics has revealed that goods reception mode is one of the key issues for the operational efficiency of home deliveries. Hitherto, the research has considered home delivery concepts using attended reception and concepts enabling unattended reception based on customer‐specific reception boxes and delivery boxes. Customer‐specific reception boxes are installed in the consumer’s home yard or garage, while delivery boxes are insulated boxes that are returned to the retailer. Focuses on a third possible concept for unattended deliveries, namely shared reception boxes. Due to shared usage, the utilisation level of the facility is higher than in the case of customer‐specific unattended reception concepts. Analyses the operational cost levels of home delivery concepts using both attended and unattended reception, using real point‐of‐sales data and vehicle routing tools. The results show that transportation costs using the shared reception box concept are 55‐66 per cent lower in comparison with the current standard concept with attended reception and two‐hour delivery time windows. On the basis of our analysis, the cost reduction alone justifies the two‐to‐five‐year payback period of the investment required, even if there is only a fairly small number of deliveries per day. Surprisingly, the payback period is longer when customer density increases.

One of the biggest challenges in B2C e‐commerce is the so‐called “last mile”, the home delivery service for the customer. Particularly in electronic grocery shopping it is difficult to combine profitability and high service level. The authors’ simulations suggest that the unattended reception of goods reduce home delivery costs considerably, by up to 60 percent. Unattended delivery has not been widely used because it requires investments and commitment from the customer. The two main approaches to unattended delivery are the reception box concept and the delivery box concept. The reception box is a refrigerated, customer‐specific reception box installed at the customer’s garage or home yard. The delivery box is an insulated secured box equipped with a docking mechanism. The reception box concept results in more effective home delivery transportation and the delivery box concept in smaller investment to achieve unattended receipt. This article assesses these two different concepts. The cost savings in transportation are analysed using simulation. The operational cost savings are compared to the respective investments required to calculate the payback period. Both concepts proved to be feasible but which one works better is not only a question of financial justification. The possible additional value to customers and overall suitability to the market must also be considered.

This chapter examines how hospitality and tourism researchers can use ‘expressive text’ (or writing) to express the lived quality of an experience in order to ‘show what an experience is really like’ rather than ‘tell what it is like’. Expressive text refers to written language forms such as narrative, poetry and metaphor that can be used as tools in research to vividly represent the meaning and feeling conveyed in an experience. The expressive text-based approach to researching lived experience provides a textual link between experience and its expression. For this reason, it is especially useful when working with lived experience accounts of phenomenological and hermeneutic research.

The expressive text-based approach suggested here is still a relatively under explored arena within hospitality and tourism research. As a relatively under explored arena, the rich insightful knowledge that can be gained from understanding practitioner experience is rarely a central focus of scholarly writings about the workplace in hospitality and tourism contexts. However, in order to be fully appreciated as a discipline in its own right and to advance knowledge of the field, understanding the typical and significant attributes of hospitality and tourism work will be decidedly helpful.

One of the difficulties of working with lived experience accounts is finding a suitable research approach that helps to both retain the lived elements of the experience and ensure the rigour of the inquiry. An expressive text-based methodological framework that has a phenomenological and hermeneutic philosophical underpinning is argued to be suitable for this purpose. Therefore, the focus of this study is to discuss such a methodology and explain the reasons for its content, style and structure in researching lived experience. The approach that is proposed here consists of a five-tiered textually expressive methodology that is employed to contextualise, portray and interpret the lived experience meanings in order to understand the significance of the experience in relation to relevant discourses in hospitality and tourism studies, and to consider implications for policy and professional practice. The guiding questions of the five-tiered framework cover the following issues: (1) What is the context of the lived experience? (2) What is the lived experience of this practice like? (3) What is the meaning of this experience for the practitioner? (4) What is the significance of the experience in contributing to the advancement of knowledge within the field? (5) What are the implications for practice and professional development?

To illustrate uses of this methodology in research, the study here includes an example showing portrayals and interpretations of the typical and significant lived nature of hospitality reception work. This shows and communicates the full meaning of the episode, circumstances or situation. The chapter then concludes with some reflections on benefits as well as tensions in working within an expressive text-based phenomenological and hermeneutic framework.

How can a qualitative life course approach inform the analysis of the impact of disability policy on individual lives? This contribution puts forward the concept of policy reception in an effort to apply the key principles of a life course perspective to the study of policy impact, a perspective which is of particular relevance in the case of disability policy. Drawing on a broader qualitative study of the reception of disability policy in France, the paper, focusing on the in-depth analysis of two life stories, makes two main contributions. The first is theoretical, putting forward the concept of policy reception to address the missing link between “the state and the life course,” as pointed out by Mayer and Schoepflin (1989). The second is methodological, detailing how biographical interviews, following this life course approach, can be used to operationalize this concept of policy reception. These contributions are illustrated by study results focusing on the reception of disability-related educational policies.

Analyses the number, distribution and nature of enquiries made at Stirling District Council’s central reception and the times taken by staff to deal with them satisfactorily in order to measure meaningful service standards. A survey of customers was conducted to try to establish a profile of the users of the reception service. With the aid of queuing theory, tries to obtain a better understanding of the way in which reception service quality target levels can be defined, measured, monitored and improved.

The chapter presents a critical analysis of the reception system for non-asylum seeking unaccompanied migrant children in Calabria, a region of South Italy. It focuses on the main features of local welfare for migrants’ children emerging from a qualitative research carried out by mixing different sources: analysis of literature and semi-structured interviews to different stakeholders (politician, local administrators, juvenile judges, social workers, management of foster-care communities, and educators). Shortages in individualized planning, lack of resources for qualifying the educational staff, economic difficulties of local administrators, frequent absence of a cultural and linguistic mediator, lengthy delays in appointing tutelary judge, weakness of social territorial services to support communities, difficulties in organizing training and creating job opportunities, lack of verification and monitoring of inclusion interventions, organizational isolation of reception communities, fragility of networking and sporadic collaboration among different stakeholders involved in protection system, and inadequate collection of data and information about migrant children hosted in foster-care communities are salient limits of the local policies and interventions for non-asylum seeking migrants’ children. The chapter also includes a brief presentation of latest innovation in this policies filed, highlighting some of the best practices in education, training, and employment conducted in the Protection System for Refugees and Asylum Seekers, better organized, more specialized, and supported by the national government.

The purpose of this paper is to forward an extension of reception analysis as a way to incorporate and give insight to social media mediations and big data in a qualitative marketing perspective. We propose a research method that focuses on discursive developments in consumer debates for example on YouTube – a large-scale open-access social media platform – as opposed to the closed and tightknit communities investigated by netnography.

Online reception analysis

Using a combination of qualitative and quantitative methods, we find that big data can enrich online reception analyses by showing new aspects of weak tie online networks and consumers meaning making.

The potential of online reception analysis is to encompass a discursive perspective on consumer interactions on large-scale open-access social media and to be able to analyze socialities that do not represent shared cultures but are more representative of transitory everyday interactions.

Our method contributes to the current focus to define levels of analysis beyond research centered on individuals and individual interactions within groups to investigate other larger socialities. Further, our method also contributes by incorporating and investigating the mediatization of interaction that social media contributes with and therefore our methods actively work with the possibilities of social media. Hence, by extending the advances made by netnography into online spaces, online reception analysis can potentially inform the current status of big data research with a sociocultural methodological perspective.