Hiba Koussaifi, David John Hart and Simon Lillystone
This paper aims to extend the customer complaint behaviour (CCB) knowledge by introducing a visual technique called customer complaint journey mapping as a means of capturing and…
Abstract
Purpose
This paper aims to extend the customer complaint behaviour (CCB) knowledge by introducing a visual technique called customer complaint journey mapping as a means of capturing and understanding multi-faceted service failures involving multiple actors.
Design/methodology/approach
Research participants were trained to record contemporaneous accounts of future dissatisfactory dining experiences. Minimising issues of memory recall whilst faithfully capturing complainants' raw emotions. These recordings formed the basis for follow up interviews, based on the critical incident technique.
Findings
The central finding of this paper was how other actors outside of the traditional service dyad played a dynamic role in co-creating a complainants' emotions and subsequent behaviours.
Practical implications
The resulting customer complaint maps give deep insights into the complex social dynamics involved in CCB, providing a powerful tool for both researchers and staff responsible for recovery strategies.
Originality/value
The mapping framework provides an innovative means of capturing the actual complaint experiences of customers and the role of other actors, utilising a multi-method approach designed to address various limitations of existing CCB research.
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Kaitlyn Gee, Suh In Kim, Haden Quinlan and A. John Hart
This study presents a framework to estimate throughput and cost of additive manufacturing (AM) as related to process parameters, material thermodynamic properties and machine…
Abstract
Purpose
This study presents a framework to estimate throughput and cost of additive manufacturing (AM) as related to process parameters, material thermodynamic properties and machine specifications. Taking a 3D model of the part design as input, the model uses a parametrization of the rate-limiting physics of the AM build process – herein focusing on laser powder bed fusion (LPBF) and scaling of LPBF melt pool geometry – to estimate part- and material-specific build time. From this estimate, per-part cost is calculated using a quantity-dependent activity-based production model.
Design/methodology/approach
Analysis tools that assess how design variables and process parameters influence production cost increase our understanding of the economics of AM, thereby supporting its practical adoption. To this aim, our framework produces a representative scaling among process parameters, build rate and production cost.
Findings
For exemplary alloys and LPBF system specifications, predictions reveal the underlying tradeoff between production cost and machine capability, and look beyond the capability of currently commercially available equipment. As a proxy for build quality, the number of times each point in the build is re-melted is derived analytically as a function of process parameters, showcasing the tradeoff between print quality due to increased melting cycles, and throughput.
Originality/value
Typical cost models for AM only assess single operating points and are not coupled to models of the representative rate-limiting process physics. The present analysis of LPBF elucidates this important coupling, revealing tradeoffs between equipment capability and production cost, and looking beyond the limits of current commercially available equipment.
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Mead Data Central up for sale. Mead Data Central has been put up for sale by its parent Mead Corp., which wants to concentrate on its core forestry business. Mead has not put a…
Abstract
Mead Data Central up for sale. Mead Data Central has been put up for sale by its parent Mead Corp., which wants to concentrate on its core forestry business. Mead has not put a price tag on how much it will ask for MDC, which earned $50 million on revenues of $551 million last year. Mead itself posted profits of $124 million on sales of $4.79 billion last year.
Travis Edward Shelton, Dylan Joseph Stelzer, Carl R. Hartsfield, Gregory Richard Cobb, Ryan P. O'Hara and Christopher D. Tommila
For many applications, including space applications, the usability and performance of a component is dependent on the surface topology of the additively manufactured part. The…
Abstract
Purpose
For many applications, including space applications, the usability and performance of a component is dependent on the surface topology of the additively manufactured part. The purpose of this paper is to present an investigation into minimizing the residual surface roughness of direct metal laser sintering (DMLS) samples by manipulating the input process parameters.
Design/methodology/approach
First, the ability to manipulate surface roughness by modifying processing parameters was explored. Next, the surface topography was characterized to quantify roughness. Finally, microthruster nozzles were created both additively and conventionally for flow testing and comparison.
Findings
Surface roughness of DMLS samples was found to be highly dependent on the laser power and scan speed. Because of unintended partially sintered particles adhering to the surface, a localized laser fluence mechanism was explored. Experimental results show that surface roughness is influenced by the varied parameters but is not a completely fluence driven process; therefore, a relationship between laser fluence and surface roughness can be incorporated but not completely assumed.
Originality/value
This paper serves as an aid in understanding the importance of surface roughness and the mechanisms associated with DMLS. Rather than exploring a more common global energy density, a localized laser fluence was initiated. Moreover, the methodology and conclusions can be used when optimizing parts via metal additive manufacturing.
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It is now forty years since there appeared H. R. Plomer's first volume Dictionary of the booksellers and printers who were at work in England, Scotland and Ireland from 1641 to…
Abstract
It is now forty years since there appeared H. R. Plomer's first volume Dictionary of the booksellers and printers who were at work in England, Scotland and Ireland from 1641 to 1667. This has been followed by additional Bibliographical Society publications covering similarly the years up to 1775. From the short sketches given in this series, indicating changes of imprint and type of work undertaken, scholars working with English books issued before the closing years of the eighteenth century have had great assistance in dating the undated and in determining the colour and calibre of any work before it is consulted.
Aiden M. Bettine and Lindsay Kistler Mattock
This paper aims to provide a more comprehensive understanding of the concept of community archives, offering a critique of the community archives discourse through a historical…
Abstract
Purpose
This paper aims to provide a more comprehensive understanding of the concept of community archives, offering a critique of the community archives discourse through a historical case study focused on the origins of the Gerber/Hart LGBTQ library and archives in Chicago.
Design/methodology/approach
This study explores the archival collections of the founders of the Gerber/Hart library and archives and the librarians that have worked there as a means for understanding the origins of the archival impulse, the rationale for building the collections and the practices that shaped the collections during the first decade of the organization’s history.
Findings
The historical analysis of the Gerber/Hart library and archives situates community archives and LGBTQ collections within the broader historical context that lead to the founding of the organization and reveals deep connections to the information professions not previously considered by those studying community archives.
Originality/value
The paper offers a reconceptualization of community archives as archival projects initiated, controlled and maintained by the members of a self-defined community. The authors emphasize the role of the archival impulse or the historical origins of the collection and the necessity for full-community control, setting clear boundaries between community archives and other participatory archival models that engage the community.
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Michele Alacevich, Pier Francesco Asso and Sebastiano Nerozzi
This paper discusses the American debate over price controls and economic stabilization after World War II, when the transition from a war economy to a peace economy was…
Abstract
This paper discusses the American debate over price controls and economic stabilization after World War II, when the transition from a war economy to a peace economy was characterized by bottlenecks in the productive system and shortages of food and other basic consumer goods, directly affecting the living standard of the population, the public opinion, and political discourse. Specifically, we will focus on the economist Franco Modigliani and his proposal for a “Plan to meet the problem of rising meat and other food prices without bureaucratic controls.” The plan prepared by Modigliani in October 1947 was based on a system of taxes and subsidies to foster a proper distribution of disposable income and warrant a minimum meat consumption for each individual without encroaching market mechanisms and consumers’ freedom. We will discuss the contents of the plan and its further refinements, and the reactions it prompted from fellow economists, the public opinion, and the political world. Although the Plan was not eventually implemented, it was an important initiative for several reasons: first, it showed the increasing importance of fiscal policy among postwar government tools of intervention in the economic sphere; second, it showed a third way between direct government intervention and full-fledged laissez faire, in tune with the postwar political climate; third, it proposed a Keynesian macroeconomic approach to price and income stabilization, strongly based on econometric and microeconomic foundations. The Meat Plan was thus a fundamental step in Modigliani’s effort to build the “neoclassical synthesis” between Keynesian and Neoclassical economics, which would deeply influence his own career and the evolution of academic studies and government practices in the United States.