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Article
Publication date: 20 March 2009

Vahid Pezeshki, Alireza Mousavi and Susan Grant

Customer relationship management (CRM) strategies rely heavily on the importance and performance of the attributes that define a service. The aim of this paper is first to

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Abstract

Purpose

Customer relationship management (CRM) strategies rely heavily on the importance and performance of the attributes that define a service. The aim of this paper is first to investigate the asymmetric relationship between performance of service attributes and customer satisfaction, and second, through a case study in the mobile telecommunication industry to prove that the importance of a service attribute is a function of the performance of that attribute.

Design/methodology/approach

An empirical study using questionnaires with a focus on service enquiring about the performance of service key attributes and overall customer satisfaction was conducted. The data were fed into the Kano customer satisfaction model and the importance‐performance analysis (IPA) method for analysis and comparison.

Findings

The results indicate that there is a dynamic relationship between service attributes and overall customer satisfaction. Service attributes have a different impact on customer satisfaction regardless of their classification. The importance of service attributes can be derived from their performance and this can be proved in the Mobile Telecommunication sector. Also this research concludes that the major weaknesses in the Mobile Telecommunication industry that cause the highest customer dissatisfaction are the range of phones, the accuracy of billing and payment, and the service plans, whereas the major strengths as a source of customer satisfaction are customer service quality, value for money and network performance.

Research limitations/implications

The Kano model of customer satisfaction needs to be extended to other customer behaviour variables such as customer retention (e.g. purchase intention) and customer loyalty (e.g. word‐of‐mouth, feedback) for improved decision analysis. The paper does not include customer retention and loyalty factors.

Practical implications

The methodology employed here can be easily applied by marketers for evaluating customer behaviours and service quality performance for improved decision making and resource allocation.

Originality/value

There is little evidence that extensive work has been dedicated to studying the relationship between service attributes and customer satisfaction through Kano's model. The paper specifically investigates the applicability of the model and the key factors in the mobile telecommunication industry.

Details

Measuring Business Excellence, vol. 13 no. 1
Type: Research Article
ISSN: 1368-3047

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Article
Publication date: 15 December 2017

Iman Kardan, Alireza Akbarzadeh and Ali Mousavi Mohammadi

This paper aims to increase the safety of the robots’ operation by developing a novel method for real-time implementation of velocity scaling and obstacle avoidance as the two…

358

Abstract

Purpose

This paper aims to increase the safety of the robots’ operation by developing a novel method for real-time implementation of velocity scaling and obstacle avoidance as the two widely accepted safety increasing concepts.

Design/methodology/approach

A fuzzy version of dynamic movement primitive (DMP) framework is proposed as a real-time trajectory generator with imbedded velocity scaling capability. Time constant of the DMP system is determined by a fuzzy system which makes decisions based on the distance from obstacle to the robot’s workspace and its velocity projection toward the workspace. Moreover, a combination of the DMP framework with a human-like steering mechanism and a novel configuration of virtual impedances is proposed for real-time obstacle avoidance.

Findings

The results confirm the effectiveness of the proposed method in real-time implementation of the velocity scaling and obstacle avoidance concepts in different cases of single and multiple stationary obstacles as well as moving obstacles.

Practical implications

As the provided experiments indicate, the proposed method can effectively increase the real-time safety of the robots’ operations. This is achieved by developing a simple method with low computational loads.

Originality/value

This paper proposes a novel method for real-time implementation of velocity scaling and obstacle avoidance concepts. This method eliminates the need for modification of original DMP formulation. The velocity scaling concept is implemented by using a fuzzy system to adjust the DMP’s time constant. Furthermore, the novel impedance configuration makes it possible to obtain a non-oscillatory convergence to the desired path, in all degrees of freedom.

Details

Industrial Robot: An International Journal, vol. 45 no. 1
Type: Research Article
ISSN: 0143-991X

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Article
Publication date: 15 August 2019

Seyyede Ashraf Mousavi Loghman, Alireza Moini and Mir Saman Pishvaee

This paper aims to present a systematic methodology to study different economic labor policies and their impacts on women and families. As women entered into the labor market, the…

105

Abstract

Purpose

This paper aims to present a systematic methodology to study different economic labor policies and their impacts on women and families. As women entered into the labor market, the traditional division of family labor vanished. Now, families need to make the best decision to both improve the family economy and enhance family's main functions. In addition, the government is responsible toward the consequences of the family policies.

Design/methodology/approach

The content analysis, fuzzy cognitive map, scenario-planning and vlse kriterijumsk optimizacija kompromisno resenje (VIKOR) have been combined to deal with the studied problem. As a case study, the focus has been on the Iranian family. According to the developed methodology, different family-oriented policies have been simulated and their results are analyzed.

Findings

Findings show, considering the effects that the division of the couples’ labor has on meeting the material/non-material family needs, the best policy is to support women's home-based businesses. This way, the economic factors will be improved, the couples’ dependence on meeting their needs will be more favorably affected and the family unity will be strengthened.

Originality/value

In this study, “family” has been analyzed as a single socioeconomic system. Never have the family economic studies been analyzed with a systematic approach by considering all the economic and non-economic factors together. This objective can be realized by applying the methodology proposed in this research because it can help to predict the consequences of any policy toward the family and provide a platform for proposing better policies and making the related decisions in this area.

Details

Kybernetes, vol. 49 no. 5
Type: Research Article
ISSN: 0368-492X

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Article
Publication date: 30 August 2021

Seyed Mohamad Fakhr Mousavi, Alireza Amirteimoori, Sohrab Kordrostami and Mohsen Vaez-Ghasemi

As returns to scale (RTS) describes the long run connection of the changes of outputs relative to increases in the inputs, the purpose of this study is to answer the following…

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Abstract

Purpose

As returns to scale (RTS) describes the long run connection of the changes of outputs relative to increases in the inputs, the purpose of this study is to answer the following questions: If the proportionate changes exist in the inputs, what is the rate of changes in outputs with respect to the inputs’ variations in the two-stage networks over the long term? How can the authors investigate quantitative RTS in the two-stage networks? In other words, the purpose of this research is to introduce a different approach to estimate the performance, RTS and scale economies (SE) in network structures.

Design/methodology/approach

This paper proposes a novel non-radial approach based on data envelopment analysis to analyze the performance and to investigate RTS and SE in two-stage processes.

Findings

The findings show that the range adjusted measure (RAM)/RTS approach can identify reference sets for overall systems and each stage. In addition, the models presented in this paper can classify decision-making units and determine the increasing/decreasing trends of RTS.

Originality/value

The majority of previous RTS studies have been examined in black-box structures and have been discussed in a radial framework. Therefore, in this study, RTS and SE in the two-stage networks are dealt with using an extended RAM approach. Actually, the efficiency and RTS for each stage and the overall model are calculated using the proposed technique.

Details

Journal of Modelling in Management, vol. 18 no. 1
Type: Research Article
ISSN: 1746-5664

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Article
Publication date: 24 April 2024

Mohsen Jami, Hamidreza Izadbakhsh and Alireza Arshadi Khamseh

This study aims to minimize the cost and time of blood delivery in the whole blood supply chain network (BSCN) in disaster conditions. In other words, integrating all strategic…

129

Abstract

Purpose

This study aims to minimize the cost and time of blood delivery in the whole blood supply chain network (BSCN) in disaster conditions. In other words, integrating all strategic, tactical and operational decisions of three levels of blood collection, processing and distribution leads to satisfying the demand at the right time.

Design/methodology/approach

This paper proposes an integrated BSCN in disaster conditions to consider four categories of facilities, including temporary blood collection centers, field hospitals, main blood processing centers and medical centers, to optimize demand response time appropriately. The proposed model applies the location of all permanent and emergency facilities in three levels: blood collection, processing and distribution. Other essential decisions, including multipurpose facilities, emergency transportation, inventory and allocation, were also used in the model. The LP metric method is applied to solve the proposed bi-objective mathematical model for the BSCN.

Findings

The findings show that this model clarifies its efficiency in the total cost and blood delivery time reduction, which results in a low carbon transmission of the blood supply chain.

Originality/value

The researchers proposed an integrated BSCN in disaster conditions to minimize the cost and time of blood delivery. They considered multipurpose capabilities for facilities (e.g. field hospitals are responsible for the three purposes of blood collection, processing and distribution), and so locating permanent and emergency facilities at three levels of blood collection, processing and distribution, support facilities, emergency transportation and traffic on the route with pollution were used to present a new model.

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Article
Publication date: 28 December 2021

Saeed Dinarvand and Alireza Mahdavi Nejad

The purpose of this study is to model and solve numerically the three-dimensional off-centered stagnation point flow and heat transfer of magnesium oxide–silver/water hybrid…

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Abstract

Purpose

The purpose of this study is to model and solve numerically the three-dimensional off-centered stagnation point flow and heat transfer of magnesium oxide–silver/water hybrid nanofluid impinging to a spinning disk.

Design/methodology/approach

The applied effective thermophysical properties of hybrid nanofluid including thermal conductivity and dynamics viscosity are according to the reported experimental relations that would be expanded by a mass-based algorithm. The single phase formulations coupled with experimental-based hybrid nanofluid model is implemented to derive the governing partial differential equations which are then transferred to a set of dimensionless ordinary differential equations (ODEs) with the use of the similarity transformation method. Afterward, the reduced ODEs are solved numerically by bvp4c function from MATLAB that is a trustworthy and efficient code according to three-stage Lobatto IIIa formula.

Findings

The effect of spinning parameter and nanoparticles masses (mMgO, mAg) on the hydrodynamics and thermal boundary layers behavior and also the quantities of engineering interest are presented in tabular and graphical forms. The recent work demonstrates that the analysis of flow and heat transfer becomes more complicated when there is a non-alignment between the impinging flow and the disk axes. From computational results demonstrate that, the radial and azimuthal velocities are, respectively, the increasing and decreasing functions of the disk spinning parameter. Further, for the greater values of the spinning parameter, an overshoot of the radial velocity owing to the centrifugal forces of the spinning disk is observed. Besides, the quantities of engineering interest gently enhance with first and second nanoparticle masses, while comparing their absolute values illustrates the fact that the effect of second nanoparticle mass (mAg) is greater. Further, it is inferred that the second nanoparticle’s mass enhancement results in the amplification of the heat transfer; although, the high skin friction and the relevant shear stress should be controlled.

Originality/value

The combination of experimental thermophysical properties with theoretical modeling of the problem can be the novelty of the present work. It is evident that the experimental relations of effective thermophysical properties can be trustable and flexible in the theoretical/mathematical modeling of hybrid nanofluids flows. Besides, to the best of the authors’ knowledge, no one has ever attempted to study the present problem through a mass-based model for hybrid nanofluid.

Details

International Journal of Numerical Methods for Heat & Fluid Flow, vol. 32 no. 8
Type: Research Article
ISSN: 0961-5539

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Article
Publication date: 3 July 2017

Mohammad Mahdi Zolfagharzadeh, Alireza Aslani, Ali Asghar Sadabadi, Mahdi Sanaei, Fahimeh Lesan Toosi and Mahdi Hajari

Science and technology diplomacy (STD) is an emerging area in the field of public policy and technology management. The purpose of this study is to overview the concept of STD…

737

Abstract

Purpose

Science and technology diplomacy (STD) is an emerging area in the field of public policy and technology management. The purpose of this study is to overview the concept of STD based on the two approaches “Science and Technology” and “Diplomacy” to explain its necessity for Non-Aligned Movement member countries.

Design/methodology/approach

To design the work, principal domains and sub-domains of STD are identified based on the thematic analysis. By using MAXQDA software, the initial codes are analyzed and validated for the case study. Then, six areas and 29 sub-areas are identified based on the fuzzy Delphi and the framework is designed.

Findings

STD is defined from six scopes, including political, economics, law and legal issues, social sciences, philosophy and science and technology. Each scope has its own mechanism that is discussed in the article.

Originality/value

This work is one of the first in the literature of science and technology policy making.

Details

Journal of Science and Technology Policy Management, vol. 8 no. 2
Type: Research Article
ISSN: 2053-4620

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Article
Publication date: 31 August 2020

Ali Sarkeshikian, Amir Zakery, Mohammad Ali Shafia and Alireza Aliahmadi

Much research has been conducted on technology acceptance (TA), which is mainly about the acceptance by one user. As more than one person should be involved in…

442

Abstract

Purpose

Much research has been conducted on technology acceptance (TA), which is mainly about the acceptance by one user. As more than one person should be involved in business-to-business TA decision-making, it is suggested that different processes for making a consensus among different stakeholders should be considered. The purpose of this study is to demonstrate a model for essential activities and characteristics of advocators for accelerating the stakeholders’ consensus in the technology acceptance (SCTA).

Design/methodology/approach

The conceptual model of this research is presented using a thematic analysis of the interviews with the relevant experts and existing literature. Furthermore, the structural equation model was applied for analyzing empirically how advocators’ characteristics and activities affect consensus. In total, 248 respondents completed the questionnaires. Experts’ opinions, Krippendorff’s alpha index, Cronbach’s alpha coefficient and goodness of fit indices were applied to verify the reliability of the results.

Findings

Results show that “being leader” and “being influential” are two main characteristics for the advocators’ team that significantly affect SCTA. Reducing perceived “risk” for each stakeholder, developing a “common understanding” among them and demonstrating “resource readiness” are also the main tasks of advocators leading to SCTA.

Originality/value

The role of advocators in SCTA has been neglected. The main contribution of this study is identifying the required advocators’ activities and characteristics for achieving SCTA.

Details

Kybernetes, vol. 50 no. 6
Type: Research Article
ISSN: 0368-492X

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Article
Publication date: 14 October 2019

Alireza Fallahi, Fatemeh Fallahi, Hassan Sarhadi, S.F. Ghaderi and Reza Ebrahimi

This study evaluates the efficiency and productivity change of 39 electricity distribution companies in Iran over the period 2005-2014. For purposes of electricity management and…

317

Abstract

Purpose

This study evaluates the efficiency and productivity change of 39 electricity distribution companies in Iran over the period 2005-2014. For purposes of electricity management and utilization of scarce resources, Iran’s 33 provinces have been classified into five regions by the Ministry of the Interior. Analyzing the efficiency of distribution companies across these regions yields significant understanding of these resources and helps policymakers to generate more informed decisions.

Design/methodology/approach

The proposed method of this study develops nonparametric data envelopment analysis (DEA) with the consideration of geographic classification, size and type of company. At the first stage, a DEA model is used to estimate the relative technical efficiency and productivity change of these companies. At the second stage, distributions of efficiency improvements are examined based on geographic classification, size and type of the company type. A stability test is also conducted to verify the proposed model’s robustness.

Findings

The results demonstrate that the average technical efficiency of the companies increased during the years 2006-2009, but decreased during 2010-2014. The productivity measurement reveals that low efficiency change was the largest contributor to the small increase in productivity change rather than technology change. In addition, testing the hypothesis that the large and small companies have statistically the same efficiency scores revealed no statistical difference among them. Moreover, another test did not detect a difference among companies at the urban and provincial levels.

Practical implications

By applying this approach, policymakers and practitioners in the power industry at the country and corporate level can effectively compare the efficiency and productivity changes among electricity distribution companies, and therefore generate more informed decisions.

Originality/value

The paper’s novel concept applies DEA to Iran’s electricity distribution companies and analyzes them by examining geographic classification, size and the type of the companies. In addition, a stability test is conducted and productivity changes are estimated.

Details

International Journal of Energy Sector Management, vol. 15 no. 4
Type: Research Article
ISSN: 1750-6220

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Article
Publication date: 19 December 2022

Meby Mathew, Mervin Joe Thomas, M.G. Navaneeth, Shifa Sulaiman, A.N. Amudhan and A.P. Sudheer

The purpose of this review paper is to address the substantial challenges of the outdated exoskeletons used for rehabilitation and further study the current advancements in this…

597

Abstract

Purpose

The purpose of this review paper is to address the substantial challenges of the outdated exoskeletons used for rehabilitation and further study the current advancements in this field. The shortcomings and technological developments in sensing the input signals to enable the desired motions, actuation, control and training methods are explained for further improvements in exoskeleton research.

Design/methodology/approach

Search platforms such as Web of Science, IEEE, Scopus and PubMed were used to collect the literature. The total number of recent articles referred to in this review paper with relevant keywords is filtered to 143.

Findings

Exoskeletons are getting smarter often with the integration of various modern tools to enhance the effectiveness of rehabilitation. The recent applications of bio signal sensing for rehabilitation to perform user-desired actions promote the development of independent exoskeleton systems. The modern concepts of artificial intelligence and machine learning enable the implementation of brain–computer interfacing (BCI) and hybrid BCIs in exoskeletons. Likewise, novel actuation techniques are necessary to overcome the significant challenges seen in conventional exoskeletons, such as the high-power requirements, poor back drivability, bulkiness and low energy efficiency. Implementation of suitable controller algorithms facilitates the instantaneous correction of actuation signals for all joints to obtain the desired motion. Furthermore, applying the traditional rehabilitation training methods is monotonous and exhausting for the user and the trainer. The incorporation of games, virtual reality (VR) and augmented reality (AR) technologies in exoskeletons has made rehabilitation training far more effective in recent times. The combination of electroencephalogram and electromyography-based hybrid BCI is desirable for signal sensing and controlling the exoskeletons based on user intentions. The challenges faced with actuation can be resolved by developing advanced power sources with minimal size and weight, easy portability, lower cost and good energy storage capacity. Implementation of novel smart materials enables a colossal scope for actuation in future exoskeleton developments. Improved versions of sliding mode control reported in the literature are suitable for robust control of nonlinear exoskeleton models. Optimizing the controller parameters with the help of evolutionary algorithms is also an effective method for exoskeleton control. The experiments using VR/AR and games for rehabilitation training yielded promising results as the performance of patients improved substantially.

Research limitations/implications

Robotic exoskeleton-based rehabilitation will help to reduce the fatigue of physiotherapists. Repeated and intention-based exercise will improve the recovery of the affected part at a faster pace. Improved rehabilitation training methods like VR/AR-based technologies help in motivating the subject.

Originality/value

The paper describes the recent methods for signal sensing, actuation, control and rehabilitation training approaches used in developing exoskeletons. All these areas are key elements in an exoskeleton where the review papers are published very limitedly. Therefore, this paper will stand as a guide for the researchers working in this domain.

Details

Industrial Robot: the international journal of robotics research and application, vol. 50 no. 3
Type: Research Article
ISSN: 0143-991X

Keywords

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