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Article
Publication date: 1 February 1993

V‐W. Mitchell and C. Critchlow

Intense competition, tougher food legislation, increasing customerexpectations, large numbers of new products and recent food scares haveall contributed to highlight the…

212

Abstract

Intense competition, tougher food legislation, increasing customer expectations, large numbers of new products and recent food scares have all contributed to highlight the importance of handling customer complaints. Describes the advantages for companies in the areas of legal proceedings, brand loyalty, manufacturing, marketing, R&D, company image, word‐of‐mouth and consumer risk perception. Despite the obvious advantage, a survey of 233 grocery manufacturers showed that some companies are not taking complaint handling seriously. The survey covered: who replies, how long replies take, what form responses take, complaint follow‐ups and invalid complaints.

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International Journal of Retail & Distribution Management, vol. 21 no. 2
Type: Research Article
ISSN: 0959-0552

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Article
Publication date: 1 January 1993

V.‐W. Mitchell and C. Critchlow

The topic of consumer complaining has been given limelight inrecent years with a spate of food scares, new legislation in the foodindustry and the Citizen′s Charter in public…

46

Abstract

The topic of consumer complaining has been given limelight in recent years with a spate of food scares, new legislation in the food industry and the Citizen′s Charter in public services. Reports an investigation into complaint handling in the UK grocery market using a bogus complaint letter and a self‐report survey of manufacturers. The two methods produced substantially different results and highlight the degree of response error in self‐report survey research. The research also addressed the question of fraudulent complaints and their detection.

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British Food Journal, vol. 95 no. 1
Type: Research Article
ISSN: 0007-070X

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Article
Publication date: 1 August 1993

As with post‐World War II economic policies, boom or bust are terms which can be applied to the birth rate. For those of us who are baby boomers, used to our place in the…

628

Abstract

As with post‐World War II economic policies, boom or bust are terms which can be applied to the birth rate. For those of us who are baby boomers, used to our place in the demographic spotlight as a focus for endless “what do young people want?” media features, the realization that marketing attention is switching to a new baby bust generation comes as something of a shock. After record births between 1946 and 1964, the rate decreased dramatically between the years 1965 and 1980. This new generation is entering the workforce en masse (albeit a smaller mass than in previous years) about now. Their new‐found spending power is having an impact in consumer markets causing marketers to ask the question “what do young people want?” and causing baby boomers everywhere to realize that, once again, a generation gap has opened up.

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Marketing Intelligence & Planning, vol. 11 no. 8
Type: Research Article
ISSN: 0263-4503

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Article
Publication date: 6 February 2023

Changle Li, Chong Yao, Shuo Xu, Leifeng Zhang, Yilun Fan and Jie Zhao

With the rapid development of the 3C industry, the problem of automated operation of 3C wire is becoming increasingly prominent. However, the 3C wire has high flexibility, and its…

197

Abstract

Purpose

With the rapid development of the 3C industry, the problem of automated operation of 3C wire is becoming increasingly prominent. However, the 3C wire has high flexibility, and its deformation is difficult to model and control. How to realize the automation operation of flexible wire in 3C products is still an important issue that restricts the development of the 3C industry. Therefore, this paper designs a system that aims to improve the automation level of the 3C industry.

Design/methodology/approach

This paper designed a visual servo control system. Based on the perception of the flexible wire, a Jacobi matrix is used to relate the deformation of the wire to the action of the robot end; by building and optimizing the Jacobi matrix, the robot can control the flexible wire.

Findings

By using the visual servo control system, the shape and deformation of the flexible wire are perceived, and based on this, the robot can control the deformation of the flexible wire well. The experimental environment was built to evaluate the accuracy and stability of the system for controlling the deformation of the flexible wire.

Originality/value

An image-based visual servo system is proposed to operate the flexible wire, including the vision system, visual controller and joint velocity controller. It is a scheme suitable for flexible wire operation, which has helped to automate flexible wire-related industries. Its core is to correlate the motion of the robot end with the deformation of the flexible wire through the Jacobian matrix.

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Robotic Intelligence and Automation, vol. 43 no. 1
Type: Research Article
ISSN: 2754-6969

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Article
Publication date: 1 February 2001

Barbara R. Lewis and Sotiris Spyrakopoulos

Focuses on an empirical investigation of service failures and service recovery in retail banking. Different types of failures, and the recovery strategies used by Greek banks to…

8176

Abstract

Focuses on an empirical investigation of service failures and service recovery in retail banking. Different types of failures, and the recovery strategies used by Greek banks to respond to them, were identified using the critical incident technique. A survey questionnaire was then developed to measure customers’ perceptions of the magnitude of service failures and the effectiveness of service recovery strategies. A number of research hypotheses were tested relating to customers’ evaluations of particular banking failures and recovery strategies, their previous experience of failures, demographic variables, and relationships with their banks. Service failures were found to be of varying importance and different service recovery strategies more effective for particular failures; further, customers with long relationships or high deposits with their banks were more demanding with respect to service recovery.

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International Journal of Bank Marketing, vol. 19 no. 1
Type: Research Article
ISSN: 0265-2323

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Publication date: 18 January 2024

Satyadev Rosunee and Roshan Unmar

The age of artificial intelligence (AI) is already upon us. The rapid development of AI tools is facilitating sustainable development and its corollary social good. For AI…

Abstract

The age of artificial intelligence (AI) is already upon us. The rapid development of AI tools is facilitating sustainable development and its corollary social good. For AI dedicated to social good to be impactful, it has to be human-centred, striving to achieve inclusiveness, sustainable livelihoods and community well-being. In short, it offers major opportunities to holistically enhance peoples' lives in diverse areas: education, health care, food security, disaster reduction, smart cities, etc. However, ethical, unbiased and ‘secure-by-design’ algorithms that power AI are crucial to building trust in this technology. Civil society's engagement can hopefully drive the features and values that should be embedded in AI.

This chapter focuses on the societal benefits that AI can deliver. Our initiatives and decisions of today will fashion the ‘Social Good’ AI applications of tomorrow. Sustainable Development Goals (SDGs) being addressed are 2–4 and 10–11.

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Artificial Intelligence, Engineering Systems and Sustainable Development
Type: Book
ISBN: 978-1-83753-540-8

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Article
Publication date: 1 May 2003

Caroline Hare

The growing numbers of older people represent an important market segment for retailers, particularly the food retail sector. The dominance of the food multiples and their growth…

2867

Abstract

The growing numbers of older people represent an important market segment for retailers, particularly the food retail sector. The dominance of the food multiples and their growth strategies have been criticised for contributing to some older consumers being disadvantaged. This paper considers the satisfaction levels of older consumers in Scotland, with their food‐shopping experience. Drawing upon previous work by the author which identified the factors influencing satisfaction, 220 volunteers were recruited from various locations in Scotland and interviewed using a structured questionnaire. The survey focused on the main shopping trip. Results indicate that, whilst there is a general trend towards satisfaction, there are key areas of dissatisfaction, such as aspects of the products for sale (merchandise), the practices and procedures of the retailer (retail practices) and factors in the community which affected the shopping trip (external shopping factors). This suggests that policy‐makers seeking to encourage the participation of food retailers in health promotion need to recognise vulnerable sub‐groups of the older population and recognise that not all older consumers can signal their preferences in the marketplace.

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International Journal of Retail & Distribution Management, vol. 31 no. 5
Type: Research Article
ISSN: 0959-0552

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Article
Publication date: 1 September 2001

L. Jean Harrison‐Walker

The emergence of the Internet and its communication capabilities has given rise to a number of complaint sites that function as central forums for consumers to share their bad…

7493

Abstract

The emergence of the Internet and its communication capabilities has given rise to a number of complaint sites that function as central forums for consumers to share their bad experiences with other consumers. Companies are reacting by adopting anti‐domain sites in an attempt to prevent the creation of such complaint forums. Data from one complaint forum are analyzed to identify the nature of the complaints, whether the complaints were initially voiced to contact personnel, what other attempts were made to resolve the problem, whether the Internet consumer complaint forum was the initial method used for complaining, the responsiveness of the company to non‐Internet complaints as well as Internet complaints, and the demographics of complainers using the Internet complaint forum. The suggestion is made that companies should embrace consumer complaints, and compete with the independent complaint forums (rather than try to block them) on the basis of ease of the complaint process and the likelihood of response. Recommendations are offered that are specific to Internet use and benefits to the company are described.

Details

Journal of Services Marketing, vol. 15 no. 5
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 6 April 2020

Salim Çam and Adnan Özel

This study aims to investigate the effect of opposing notches formed on the adherends on the tensile strength of an adhesively bonded single-lap joint.

224

Abstract

Purpose

This study aims to investigate the effect of opposing notches formed on the adherends on the tensile strength of an adhesively bonded single-lap joint.

Design/methodology/approach

Different notch geometries were constructed on adherends and evaluated by using the Taguchi method to obtain optimum notch geometry. Then finite element analysis was conducted considering optimum notch geometries by using the cohesive zone model. Lastly, finite element analysis results were validated experimentally.

Findings

Experimental and numerical studies revealed that notches formed on adherends increased the tensile strength of the joint. The failure load of the Type-III joint, where the highest increase was observed, increased by 15 per cent. In addition, it was found that the notch shape, length, depth and distance to the overlap area had significant effects on the failure load of the joint.

Originality/value

This study shows that higher joint strengths can be accomplished by using the same joint configuration by notching adherends.

Details

Engineering Computations, vol. 37 no. 8
Type: Research Article
ISSN: 0264-4401

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Article
Publication date: 1 September 1995

Adelina Broadbridge and Julie Marshall

Consumer complaint behaviour has been the topic of much academicresearch. Aims to contribute to this process empirically byinvestigating post purchase dissatisfaction levels of…

5200

Abstract

Consumer complaint behaviour has been the topic of much academic research. Aims to contribute to this process empirically by investigating post purchase dissatisfaction levels of consumers of domestic and major electrical appliances. The findings show that electrical goods generate a high ratio of public to private complaints. The nature, complexity, life expectancy and price of the product are factors causing a high public action ratio; smaller, inexpensive electrical goods generated the fewest complaints. Furthermore, consumer dissatisfaction was seen to intensify as they sought redress, owing to poor customer service levels of electrical retailers.

Details

International Journal of Retail & Distribution Management, vol. 23 no. 9
Type: Research Article
ISSN: 0959-0552

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