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In an era where complex technological advances increasingly govern service delivery, it is incumbent on service firms to pioneer innovative strategies to sustain customer engagement and cultivate loyalty. This conceptual paper examines the transformative potential of artificial intelligence (AI) in the realm of online customer communities, with a particular focus on its creation, management and enhancement facets. The authors explore how AI can revolutionize the dynamics of customer interaction, feedback mechanisms and overall engagement within the service industry.

This conceptual paper draws from marketing and management literature focusing on customer communities and AI in service and customer engagement contexts with a robust future research agenda.

A classification of online customer community engagement is provided along with a conceptual framework to guide our understanding of the integration of AI into online customer communities.

This exploration underscores the imperative for service firms to embrace AI-driven approaches to online customer community management, not only as a means to optimize their operations but as a vital strategy to stay competitive in the ever-evolving digital landscape. This paper examines the novel combination of AI with online customer communities and provides the framework in the form of an input-process-output (IPO) model for future research into this integration.

This study aims to investigate how radio frequency identification (RFID) is used and opinions about RFID in two world-leading logistics companies and four organisations in their supply network. Operations strategy was used to understand the sources of operations improvement and associated competitive advantage. However, the complexity of operations strategy hampers an evaluation of the benefits of RFID for logistics processes. We can evaluate RFID applied in logistics processes by thoroughly applying the theories of operations strategy.

Participants were recruited based on their roles and level of experience using non-probability purposive sampling. The findings were checked with participants to confirm interpretations and to ask confirming questions as necessary. Interviews were conducted as video chats. NVivo Pro was used for the fragmentation, classification, management and analysis of the primary and secondary data, allowing themes and relationships to emerge inductively. The literature was compared with the primary data.

The findings reinforce the argument that a firm can improve more than one performance objective at a time; show the relevance of technology and an operations performance objective; support the argument that top management strategies to implement technology should be aligned with the operations strategy and business aspirations.

This research area would benefit from more detailed investigation to strengthen the arguments for the relationships between RFID capabilities and elements of operations strategy for logistics processes. The findings indicate that top management support of strategically aligned RFID projects will have the best chance of success if they create and leverage valuable data whilst addressing identified competitive priorities.

Smart connected devices, such as RFID, give firms access to big data, which can be used to develop long-term processes, to achieve competitive advantage and access new forms of economic value. RFID cumulatively influences the operations performance objectives of cost, quality, flexibility, speed, dependability and technology. Business strategies based on technology should align with operations strategy.

The sharing of operational performance results, both before and after the implementation of RFID, will help to build learning within operations, increase the support of senior management and improve the performance of logistics processes with the associated benefits for society at large.

RFID is often evaluated in terms of theoretical technical or cost benefits. This research evaluates RFID by assessing and suggesting how it can contribute to operations strategy.

Global leadership involves the ability to connect with individuals from different cultures. Connecting is an actionable process that creates mutual understanding, positive feeling, and a common approach to collaborate. Forming interpersonal connections can be an effective way for global leaders to cut across cultural differences as it is based on a universal human need for belonging. Our study aims to understand the specific actions global leaders engage in to connect with people across cultures. Furthermore, we examine how identity experiences of multicultural individuals contributed to their capabilities of connecting with people from different cultures in their role of global leader. Through a qualitative analysis of in-depth interviews with multicultural individuals in global leadership positions, we develop a model of connecting across cultures involving specific leadership actions that lead to emotive, cognitive, and behavioral dimensions for connection. Our model also illustrates how multicultural identity experiences equip global leaders with qualities such as empathy, perspective-taking, and integration, which enable them to engage in actions for connecting to people across cultures. The research in this chapter contributes to a better understanding of global leadership with novel insights into how global leaders connect to people and sheds light on the advantages of multicultural identity experiences in this process.

Purpose – This chapter explores how discourses of obesity as addiction are taken up by weight loss surgery patients and medical and scientific professionals.

Methodology/approach – Based on 14 semistructured interviews, I discuss the ways in which bariatric patients partially account for their presurgical bodies and contemporary struggles with weight loss and regain by referencing food addiction. This work is part of a larger project involving 35 interviews and participant-observation work and therefore these results should thus be considered preliminary.

Findings – I argue that bariatric patients and bariatric professionals portray weight loss surgery as an extraordinary tool that allows the “out of control” to become controllable. However, bariatric patients also emphasize the hard work that is entailed in both losing weight and maintaining a weight loss even after surgery.

Social implications – I suggest that this portrayal, in addition to being an accurate assessment of the potential for regain following weight loss surgery, is a technology of stigma management.

Originality/value – This work contributes to the sociology of the body and medical sociology literatures by illustrating that, within a neoliberal and anti-fat social context, highlighting the hard work involved in weight loss and weight maintenance allows bariatric patients to demonstrate proper subjectivity and thereby reclaim “proper selves” as they work toward a “proper bodies.”

The purpose of this paper is to elucidate the extent to which the mechanisms of polymer melt viscous flow and finish layer powder particle adhesion influence the top surface topographies of laser sintered polyamide (PA12) components.

Laser sintered specimens were manufactured at varying laser parameters in accordance with a full factorial design of experiments. Focus variation microscopy was used to ascertain insight into their top surface heights and peak/valley distributions. Subsequently, regression expressions were generated to model the former with respect to applied laser parameters. Auxiliary experimental analysis was also performed to validate the proposed mechanisms and statistical models.

Within the parameter range tested, this work found the root mean square (S_q) and skewness (S_sk) roughness responses of laser sintered PA12 top surfaces to be inversely related to one another, and both also principally influenced by beam spacing. Furthermore, it was demonstrated that using optimised laser parameters (to promote polymer melt dispersion) and building without finish layers (to avert subsequent powder particle adhesion) reduced the mean S_q roughness of resultant topographies by 30.8% and 47.9% relative to standard laser sintered PA12 top surfaces, respectively.

The scope to which laser sintered PA12 top surfaces can be modified was highlighted.

This research demonstrated the impact the mechanisms of polymer melt viscous flow and finish layer powder particle adhesion have on laser sintered PA12 top surfaces.

This study aims to demonstrate for the first time that the cheap, commodity polymer, poly(propylene), can be successfully processed using high speed sintering, and that it can be recycled several times through the process, with little to no detriment to either the polymer itself or the parts obtained. This is significant as a step towards the realisation of high speed sintering as a technology for high-volume manufacturing.

A poly(propylene) powder designed for laser sintering was used to build parts on a high speed sintering machine. The unsintered powder was then collected and reused. Repeating this process allowed creation of seven generations of aged powder. A variety of characterisation techniques were then used to measure polymer, powder and part properties for each generation to discern any effects arising from ageing in the machine.

It was found that poly(propylene) could be used successfully in high speed sintering, albeit with a low build success rate. Increased powder age was found to correlate to an increase in the build success rate, changes in microscopic and bulk powder properties and improvement to the dimensional accuracy of the parts obtained. By contrast, no discernible correlations were seen between powder age and polymer molecular weight, or between powder age and the tensile properties of parts.

This is the first report of the use of poly(propylene) in high speed sintering. It is also first study regarding powder recyclability in high speed sintering, both in general and using poly(propylene) specifically.

Collectively knowledge is mentioned to surpass the traditional assets such as workers, property and financial investment. The research studies on how the existing knowledge can be merged with new knowledge for further development of organizational progress is moving from nascent to active state. In this context, the applications of online data pose a research gap in the domain of hospital review ratings. The purpose of this study is to explore how this raw tacit knowledge can be transformed to explicit keywords associated with individual review ratings of the hospital.

The authors have attempted to decrypt the tacit knowledge extracted from Facebook page of nine Indian hospitals (sources for the nine hospitals) using NVivo 12.3 to explain the resources associated with the poor or good review ratings.

Distinct patterns emerged with review ratings and associated words, which can be used to improve the facets of health-care services.

The data used are only from India catering to national and international patients.

The sentiment analysis and word cloud associated with individual review rating can be further used for devising finer branding scales, as well as be practically used for real-time branding efforts by health-care industry.

Although private health care is regarded as providing a premium quality experience for both patients and staff alike, it is not without its daily challenges for health professionals. This study aims to explore the psychological contract of nurses to develop a greater understanding of how employee–employer interaction impacts motivation levels.

Data were gathered through semi-structured interviews with thirteen nurses at a private hospital in South Africa. Five nursing managers were interviewed to provide a management perspective. Thematic analysis was used to identify the salient elements of the psychological contract and to establish connections with motivational features.

The psychological contract of nurses was balanced in nature, contained predominantly relational elements and was characterized by the need for manager support, leadership and autonomy. Motivation was a by-product of fulfilment and was enhanced by a combination of tangible and intangible rewards.

Nursing managers should recognize their role in caring for the wellbeing of their staff and should be trained accordingly. Equipping nurses with the necessary tools to work autonomously, as well as acknowledging their skills, will stimulate confidence and improve motivation.

This study makes an important contribution to the existing literature on the psychological contract of nurses within the health-care system. It provides insight into relationship-based mechanisms that can be used to improve the motivation of nurses and thus impact the overall quality of patient care.