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Article
Publication date: 10 November 2023

Zhongkai Shen, Shaojun Li, Zhenpeng Wu, Bowen Dong, Wenyan Luo and Liangcai Zeng

This study aims to investigate the effects of irregular groove textures on the friction and wear performance of sliding contact surfaces. These textures possess multiple depths…

110

Abstract

Purpose

This study aims to investigate the effects of irregular groove textures on the friction and wear performance of sliding contact surfaces. These textures possess multiple depths and asymmetrical features. To optimize the irregular groove texture structure of the sliding contact surface, an adaptive genetic algorithm was used for research and optimization purposes.

Design/methodology/approach

Using adaptive genetic algorithm as an optimization tool, numerical simulations were conducted on surface textures by establishing a dimensionless form of the Reynolds equation and setting appropriate boundary conditions. An adaptive genetic algorithm program in MATLAB was established. Genetic iterative methods were used to calculate the optimal texture structure. Genetic individuals were selected through fitness comparison. The depth of the groove texture is gradually adjusted through genetic crossover, mutation, and mutation operations. The optimal groove structure was ultimately obtained by comparing the bearing capacity and pressure of different generations of micro-convex bodies.

Findings

After about 100 generations of iteration, the distribution of grooved textures became relatively stable, and after about 320 generations, the depth and distribution of groove textures reached their optimal structure. At this stage, irregular texture structures can support more loads by forming oil films. Compared with regular textures, the friction coefficient of irregular textures decreased by nearly 47.01%, while the carrying capacity of lubricating oil films increased by 54.57%. The research results show that irregular texture structures have better lubrication characteristics and can effectively improve the friction performance of component surfaces.

Originality/value

Surface textures can enhance the friction and lubrication performance of metal surfaces, improving the mechanical performance and lifespan of components. However, surface texture processing is challenging, as it often requires multiple experimental comparisons to determine the optimal texture structure, resulting in high trial-and-error costs. By using an adaptive genetic algorithm as an optimization tool, the optimal surface groove structure can be obtained through simulation and modeling, effectively saving costs in the process.

Details

Industrial Lubrication and Tribology, vol. 75 no. 10
Type: Research Article
ISSN: 0036-8792

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Article
Publication date: 7 June 2022

Bertrand Audrin and Catherine Audrin

Self-service technologies (SST) have become more and more pervasive in retail to facilitate autonomous checkout. In this context, customers play an active role and, as such, can…

450

Abstract

Purpose

Self-service technologies (SST) have become more and more pervasive in retail to facilitate autonomous checkout. In this context, customers play an active role and, as such, can be considered as “partial employees.” Partial employees have to perform a wide range of tasks, get rewarded for their work and need to understand the terms of the exchange, all without being subject to a formalized contract. In this research, the authors suggest that partial employees go through a process of organizational socialization that allows them to define the psychological contract they hold with the organization.

Design/methodology/approach

In order to investigate the psychological contracts of partial employees, 324 Canadian customers using SST completed an online questionnaire, in which their SST use, psychological contract fulfillment and organizational socialization were measured.

Findings

Descriptive analyses highlight that customers as partial employees build a psychological contract with their most frequent retailer, as they perceive not only retailer inducements but also their own contributions. Multiple linear regressions suggest that organizational socialization favors psychological contract fulfillment, but that specific dimensions of organizational socialization are important for employer inducements vs. employee contributions. Moreover, results suggest that the frequency of use of SST as well as the patronage positively predicts psychological contract fulfillment.

Originality/value

This research investigates a specific situation of unconventional employment – that of customers as partial employees with organizations. It contributes to the literature on the psychological contract by broadening its application to new relations and to the literature on customer management by reemphasizing the relevance of the psychological contract in this domain.

Details

Personnel Review, vol. 52 no. 5
Type: Research Article
ISSN: 0048-3486

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Article
Publication date: 6 March 2017

Aurélien Rouquet, Kiane Goudarzi and Tatiana Henriquez

The starting point of the paper is the fact that customers participate in the logistics activities of the supply chain (SC) (Johnston, 1989; Granzin and Bahn, 1989). Having…

2703

Abstract

Purpose

The starting point of the paper is the fact that customers participate in the logistics activities of the supply chain (SC) (Johnston, 1989; Granzin and Bahn, 1989). Having established that customers can and do participate in logistics, firms can consider transferring some of their logistics activities to/from their customer. The transfer can take two contrasting forms: outsourcing by the company of some logistics activities to its customers or insourcing by the company of some logistics activities from its customers. The purpose of this paper is to contribute to a theoretical understanding of these company/customer transfers.

Design/methodology/approach

To address this emerging issue, the authors build on the service management literature and on the study of two contrasting cases of transfer. The first (IKEA) examines the outsourcing of some logistics activities to the consumer. The second (AuchanDrive) examines the reverse process of insourcing.

Findings

Based on the service management literature and the two case studies, the authors develop a theoretical model for the transfer of logistics activities between a firm and its customers. The findings confirm several elements, such as the importance of managing customer participation and adapting service production during a transfer. Most importantly, the findings show that a key issue for a firm during a transfer is the need to redesign its SC in terms of transport, warehousing and production. The main contribution of the research therefore is showing that customer participation in logistics is a key variable in SC design.

Research limitations/implications

This research is based on the analysis of two cases. To generalise these results, further research needs to be conducted.

Practical implications

This research proposes recommendations to help managers and organisations to transfer some logistics activities to or from their customers.

Originality/value

The originality of the framework is that it considers both the company and its customers. This comprehensive approach establishes a link between supply chain management research and marketing.

Details

International Journal of Operations & Production Management, vol. 37 no. 3
Type: Research Article
ISSN: 0144-3577

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Article
Publication date: 11 April 2016

Loïc Plé

Noting that resource integration is a pivotal dimension of value co-creation in Service-Dominant logic, this paper aims to explore how service employees engaged in co-creation…

3642

Abstract

Purpose

Noting that resource integration is a pivotal dimension of value co-creation in Service-Dominant logic, this paper aims to explore how service employees engaged in co-creation processes with customers integrate the latter’s resources.

Design/methodology/approach

To address the limitations of previous research on customer resources and their integration by service employees, this study turns to the concept of customer participation to identify the nature of customers’ resources. A conceptual framework of their integration by service employees underpins nine key propositions. This foundation leads to the development of theoretical contributions, managerial implications and avenues for research.

Findings

Customers can use 12 types of resources in value co-creation. Contrasting with earlier findings, the conceptual framework reveals that service employees may not only integrate these customers’ resources but also either misintegrate or not integrate them. Non-integration and misintegration may be intentional or accidental. Accordingly, value co-creation or co-destruction may result from interactions.

Research limitations/implications

This conceptual and exploratory text requires complementary theoretical and empirical investigations. It also does not adopt an ecosystems view of co-creation.

Practical implications

Knowing the different steps of resource integration and what influences them should increase the chances of value co-creation and limit the risks of value co-destruction.

Originality/value

Scant research has examined the nature of customer resources and how service employees integrate them. This paper also is the first to distinguish among resource integration, misintegration and non-integration.

Details

Journal of Services Marketing, vol. 30 no. 2
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 8 January 2024

David E. Bowen

This article overviews some key contributions to service research from the organizational behavior/human resource management (OB/HRM) discipline with its strong focus on the role…

1058

Abstract

Purpose

This article overviews some key contributions to service research from the organizational behavior/human resource management (OB/HRM) discipline with its strong focus on the role of employees. This focus complements the Marketing discipline’s heavy emphasis on customers, largely true of service research, overall.

Design/methodology/approach

Ten OB/HRM frameworks/perspectives are applied to analyzing the roles of people (with a focus on employees and modest consideration of customers as “partial” employees who co-create value) in a service organization context. Also, commentary is offered on how the frameworks relate to six key themes in contemporary service research and/or practice. The article concludes with five reflections on the role and status of employees in service research—past, present and future.

Findings

Employee roles in evolving service contexts; participation role readiness of both employees and customers; role stress in participating customers; an employee “empowered state of mind”; an emphasis on internal service quality; “strong” HRM systems link individual HRM practices to firm performance; service-profit chain with links to well-being of employees and customers; a sociotechnical system theory lens on organizational frontlines (OF); service climate as an exemplar of interdisciplinary research; emotional labor in both employees and customers; the Human Experience (HX); specification of employee experience (EX).

Originality/value

Service remains very much about people who still guide organizational design, develop service strategy, place new service technologies and even still serve customers. Also, a people and organization-based competitive advantage is tough to copy, thus possessing sustainability, unlike with imitable technology.

Details

Journal of Service Management, vol. 35 no. 1
Type: Research Article
ISSN: 1757-5818

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Article
Publication date: 10 June 2024

Diem Khac Xuan Do and Jana Lay-Hwa Bowden

This study aims to identify the determinants of customer disengagement (CD) and negative customer engagement (NCE) behaviours following service failure.

528

Abstract

Purpose

This study aims to identify the determinants of customer disengagement (CD) and negative customer engagement (NCE) behaviours following service failure.

Design/methodology/approach

This study distributed a survey on negative service experiences to 404 customers in Vietnam and analysed the data using structural equation modelling.

Findings

Based on the findings, this paper developed a comprehensive model of the determinants of CD and NCE behaviours. CD manifests as “neglect”, while NCE manifests as vindictive, third-party and online complaints and negative word of mouth. The key drivers of CD and NCE are negative expectancy disconfirmation and perceived injustice, mediated by customer outrage. A novel finding is that self-efficacy and risk-taking traits enhance NCE behaviours. Vietnamese customers tend to adopt less confrontational NCE behaviours.

Practical implications

The findings provide brand managers with insights into unfavourable customer responses to service failure, including CD and NCE behaviours. Customers in Vietnam were predominantly found to disengage. Fulfilling the firm’s promises and treating customers fairly are paramount for preventing customer outrage, CD and NCE.

Originality/value

This study identifies the determinants of CD and NCE, namely, disconfirmation of service quality expectations and perceived injustice, in the context of an emerging market.

Details

Journal of Services Marketing, vol. 38 no. 6
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 17 April 2020

G. Tomas M. Hult, Travis A. Walkowiak and Jonathan M. Beck

The purpose of this paper is to promote a broadened view of service research and to demonstrate a path for integrating interdisciplinary perspectives with services marketing.

906

Abstract

Purpose

The purpose of this paper is to promote a broadened view of service research and to demonstrate a path for integrating interdisciplinary perspectives with services marketing.

Design/methodology/approach

Two major streams of service literature are reviewed, highlighting key conceptual developments in each. Through synthesis of prior literature, a research framework and agenda are developed.

Findings

The findings indicate that major service research areas have been extensively explored, yet service literature is fragmented on key concepts. This can make it challenging to collaborate across disciplines. This work develops a framework for integrating concepts across disciplines to foster more impactful work.

Originality/value

This work presents a unique framework for integrating interdisciplinary perspectives with services marketing. Moreover, a research agenda for the specific purpose of promoting collaboration across disciplines is presented.

Details

Journal of Services Marketing, vol. 34 no. 3
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 4 March 2025

Shuang Dong, Shaojin Xu and Yijia Zhang

Work–life conflict (WLC) is widely recognized as having a significant negative impact on construction management. This research seeks to pinpoint the factors contributing to WLC…

2

Abstract

Purpose

Work–life conflict (WLC) is widely recognized as having a significant negative impact on construction management. This research seeks to pinpoint the factors contributing to WLC and review how pandemics impact work–life balance specifically within the construction industry.

Design/methodology/approach

A comprehensive literature review was carried out to establish a structured framework and theoretical model addressing WLC in construction. The Hunter–Schmidt meta-analysis paradigm, a robust technique based on the random-effects model, was employed to evaluate this framework due to its efficacy of correcting error.

Findings

The results indicate the significant relationships between WLC and several factors, including social support, work demands, job autonomy and schedule control, and role blurring. Conversely, the impact of co-worker support remains ambiguous, as evidenced by the broad confidence intervals.

Originality/value

This study introduces a novel theoretical framework for analyzing WLC within the construction sector, addressing sector-specific challenges such as irregular work hours and high-pressure environments. Moreover, it offers practical recommendations for improving health and safety performance in the construction industry.

Details

International Journal of Building Pathology and Adaptation, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2398-4708

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Article
Publication date: 3 September 2019

Janet M. Nwaogu, Albert P.C. Chan, Carol K.H. Hon and Amos Darko

The demanding nature of the construction industry poses strain that affects the health of construction personnel. Research shows that mental ill health in this industry is…

3491

Abstract

Purpose

The demanding nature of the construction industry poses strain that affects the health of construction personnel. Research shows that mental ill health in this industry is increasing. However, a review mapping the field to determine the extant of research is lacking. Thus, the purpose of this paper is to conduct a scientometric review of mental health (MH) research in the construction industry.

Design/methodology/approach

A total of 145 bibliographic records retrieved from Web of Science and Scopus database were analyzed using CiteSpace, to visualize MH research outputs in the industry.

Findings

Top co-cited authors are Helen Lingard, Mei-yung Leung, Paul Bowen, Julitta S. Boschman, Peter E.D. Love, Martin Loosemore and Linda Goldenhar. Previous studies focused on healthy eating, work efficiency, occupational stress and workplace injury. Emerging research areas are centered around physiological health monitoring, work ability, and smart interventions to prevent and manage poor MH.

Research limitations/implications

Result is influenced by the citations in retrieved articles.

Practical implications

The study found that researchers in the construction industry have intensified efforts to leverage information technology in improving the health, well-being, and safety of construction personnel. Future research should focus on developing workplace interventions that incorporate organizational justice and flexible work systems. There is also a need to develop psychological self-reporting scales specific to the industry.

Originality/value

This study enhances the understanding of researchers on existing collaboration networks and future research directions. It provides information on foundational documents and authors whose works should be consulted when researching into this field.

Details

Engineering, Construction and Architectural Management, vol. 27 no. 2
Type: Research Article
ISSN: 0969-9988

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Article
Publication date: 2 June 2022

David E. Bowen

This tribute to Dr Pierre Eiglier, who passed in February 2020, was prepared for the “17th International Research Conference in Service Management 2022” in La Londe les Maures…

349

Abstract

Purpose

This tribute to Dr Pierre Eiglier, who passed in February 2020, was prepared for the “17th International Research Conference in Service Management 2022” in La Londe les Maures, France. Tribute is defined as, “an act, statement, or gift intended to show gratitude, respect, or admiration”.

Design/methodology/approach

Sampled Pierre's publications; consulted the 1993 Journal of Retailing “Special Services Issue” on the evolution of the field; collected reflections from another founder and two of Pierre's former doctoral students who have helped co-chair the La Londe conference and drew from my own interactions with Pierre over the years at La Londe.

Findings

In the mid-1970s, Pierre was one of the first to specify the unique characteristics of services vs products, and the implications and introduced, with Eric Langeard, the “servuction” (service production) model, highlighting customer participation in the servuction process and determinants of the service experience. Pierre continually applied a synthesis of systems thinking, researcher–practitioner interaction, and interdisciplinary/cross-functional perspectives.

Practical implications

Pierre's contributions came at a time when marketing practice was geared largely toward products/goods, yet the service sector was growing. Pierre's pioneering framing, along with other founders, of service attributes, service models, and the service experience had much-needed implications for services marketing practice.

Originality/value

This detailed tribute to a service field founder is, regrettably, quite original; too rare. There is value in revisiting these founding contributions which often were broader and more interdisciplinary in perspective than now.

Details

Journal of Service Management, vol. 34 no. 1
Type: Research Article
ISSN: 1757-5818

Keywords

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