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The purpose of this paper is to provide a comprehensive methodology and a case study about the successful integration of FCA with continuous improvement tools for strategic decision-making processes. Reliable knowledge of the condition of tangible assets and their ability to fulfill their target activities over time are required for an assertive strategical decision process. Facility condition assessment (FCA) is a recognized methodology that allows the systematic evaluation of this performance. For those companies whose primary objective is the production of goods, decisions associated with improvements on the productive system or re-adaptation of existing assets may also require the implementation of alternative methodologies, with a direct impact on the indicators of the company and therefore on the FCA.

This study presents a methodology for the integration of FCA and lean manufacturing (LM) as a tool in strategic decision-making process that involves the integration of continuous improvement processes or significant changes in the production process, in which the condition of the installation impacts decisively the productivity of the system.

The results of the implementation on an insecticide and herbicide production plant indicate an increase of 33 per cent in the capacity of the formulation process and over 20 per cent reduction in the internal quality claims associated with the packaging system.

Those methodological stages are applicable to facilities in which the FCA shows the need for significant reconditioning of assets, the need to increase the efficiency and/or the production capacity. This methodology integrates elements of continuous improvement and redesign of production systems.

The original value of this paper is oriented to the capacity to integrate different FCA and LM tools through the company indicators of productivity key performance indicators and, in addition, of a comprehensive illustration based on a study case.

The purpose of this research is present an experimental and numerical study of the mechanical properties of the acrylonitrile butadiene styrene (ABS) in the additive manufacturing (AM) by fused filament fabrication (FFF). The characterization and mechanical models obtained are used to predict the elastic behavior of a prosthetic foot and the failure of a prosthetic knee manufactured with FFF.

Tension tests were carried out and the elastic modulus, yield stress and tensile strength were evaluated for different material directions. The material elastic constants were determined and the influence of infill density in the mechanical strength was evaluated. Yield surfaces and failure criteria were generated from the tests. Failures over prosthetic elements in tridimensional stresses were analyzed; the cases were evaluated via finite element method.

The experimental results show that the material is transversely isotropic. The elasticity modulus, yield stress and ultimate tensile strength vary linearly with the infill density. The stresses and the failure criteria were computed and compared with the experimental tests with good agreement.

This research can be applied to predict failures and improve reliability in FFF or fused deposition modeling (FDM) products for applications in high-performance industries such as aerospace, automotive and medical.

This research aims to promote its widespread adoption in the industrial and medical sectors by increasing reliability in products manufactured with AM based on the failure criterion.

Most of the models studied apply to plane stress situations and standardized specimens of printed material. However, the models applied in this study can be used for functional parts and three-dimensional stress, with accuracy in the range of that obtained by other researchers. The researchers also proposed a method for the mechanical study of fragile materials fabricated by processes of FFF and FDM.

Simulation has attracted increasing attention in lean production research as a response to address the complexities of the production environment and difficulties of dealing with changes within a system. Considerable growth of using simulation to facilitate lean acceptance and implementation has been observed across different projects and sectors. However, a thorough review of the development and use of simulation in lean production research is limited.

This study aims to address this gap by reviewing 311 journal papers published in the past two decades on this specific research area and identify the state-of-the-art development and propose future research directions.

The review shows that current studies related to simulation in lean production research can be categorised into two major research streams, namely, simulation assisted lean facilitation and evaluation, and simulation-based lean education and training. Under the first research stream, a total of 19 application areas have been identified which applied both lean and simulation in their studies. The evolution of the simulation techniques used in these studies has been analysed as well. Meanwhile, four types of simulation games have been identified in the stream of simulation-based lean education and training and the impact and applicability of the different simulation and games have been discussed. A framework for engaging lean and simulation is suggested based on the review of the existing studies. The analysis in both streams also highlights the importance of stakeholder engagement and the utilisation of information technologies for future studies.

The findings of this study are expected to provide useful references for the future development and application of simulation in lean production research.

This paper conducted a broad and extensive review of simulation integrated lean production research. An in-depth examination of the retrieved papers was conducted through a structured and quantitative analysis to understand the current body of knowledge.

The purpose of this paper is to analyse the influence of service quality dimensions as determinants of the emotional and relational behaviours experienced by the client in bank branches in the post-crisis context experienced by Spanish financial institutions.

Data taken from a total of 1,125 customers were analysed through structural equations modelling (EQS6.1) to test the relationships of the proposed model’s variables.

The results support the hypotheses stated, with the exception of the influence of a service quality dimension (servicescape) on emotions during the service. In fact, the dimensions of the service quality of an intangible nature (personnel, outcome and social) are determinants of the positive emotions and relational behaviours of clients around the service provided by the branches. For its part, servicescape quality, of a more tangible nature, exerts indirect influence on the other dimensions that compose the quality of service.

This paper provides senior bank executives established evidence on the degree of influence of the different dimensions in relation to the quality of service in the bank branch. Furthermore, it emphasises the importance of emotional factors during service as essential elements in strengthening customer–staff relationships under a non-transactional dynamic.

This paper has adopted an analytical holistic, theoretical and empirical perspective on the impact of the different dimensions of service quality (servicescape, personnel, outcome and social) as well as to the emotions experienced by banking customers during services and its lasting effect on customer engagement and customer advocacy.

The purpose of this paper is to analyze the role of bank branch managers’ perceptions of corporate social responsibility (CSR) in CSR marketing outcomes.

The paper proposes a causal model establishing that managers’ perceptions of CSR influence the perception of CSR held by the branch’s customers, which in turn directly affects customer satisfaction, customer trust, customer engagement and customer loyalty. The unit of analysis in this quantitative study is the bank branch. Two questionnaires were administered: one to branch managers and another to five customers in each branch.

Branch managers’ perceptions of CSR have a marked influence on customers’ perceptions of CSR, which again have a notable impact on the relationship variables studied: customer satisfaction, customer trust, customer engagement and customer loyalty.

The sample was taken from two banks in the same country (Spain) and only five customers were interviewed in each branch. The type of customers analyzed should be taken into account since a growing number of customers now carry out all of their banking online and are less likely to visit their branch.

The results highlight the importance of adopting socially responsible actions not only in the bank as a whole, but also in individual branches. It would, therefore, seem crucial for high level bank executives not only to involve branch managers in the bank’s CSR strategy, but also to empower them to undertake CSR actions that involve the customers and local community with which they interact.

First, the paper reveals the differences within the same organization in the way its CSR strategy is implemented. Second, intermediary figures or supervisors are shown to have a key role in ensuring the organization’s CSR strategy is effective. Third, the study emphasizes the importance of customers’ perception of CSR in achieving the main outcomes of relationship marketing (satisfaction, trust, engagement and loyalty). Fourth, the methodology applied in the study is innovative in its construction of dyads in which the branch is the unit of analysis, enabling a comparison between the manager’s perceptions of CSR with that of five customers from the same branch. Fifth, the findings add to the knowledge of a particularly relevant sector in the recent economic crisis, namely, the retail banking industry.

The purpose of this paper is to analyze the impact of the customer engagement and customer self-brand connection on customer advocacy and firms’ financial performance. The research focuses on the financial sector and studies a complex organization with a uniform strategy, but which attends the public in different centers (bank branches).

A theoretical model of effects is tested using dyadic methodology, with 225 dyads (bank branch manager – average of five customers). The authors use structural equation modeling (EQS6.1) to test the relationships.

The results corroborate the hypotheses, with the exception of the influence of customer self-brand connection on financial performance. These analyses show that in the banking sector, where the intensive use of new information and technologies has led to a reduction in direct physical contact with the customer, the off-line experience continues to have a notable economic impact. Furthermore, investment in the brand from an experiential approach determines customer advocacy.

The contribution of this paper is twofold. This research analyzes from a theoretical and empirical perspective the impact of the customer engagement and customer self-brand connection on customer advocacy and firms’ financial performance.

The purpose of this paper is to highlight the central role of bank customers’ engagement as a mediating variable between customer experience and two non-transactional customer behaviors (advocacy and attitudinal loyalty).

To test the hypothesis, a model was designed with two antecedents of bank customer engagement (satisfaction and customer emotions), and two non-transactional behaviors (attitudinal loyalty and customer advocacy). The model was tested on a sample of 1,790 customers of two Spanish banks.

Results confirm bank customer engagement as the mediating variable between customer experience outcomes and non-transactional behaviors.

Banks should design physical spaces with an atmosphere that will have a positive impact on their customers, and pay particular attention to interactions with contact personnel and other customers present at that moment of truth. The new concept of the branch now being introduced looks to the future, transforming it into a place to attend to and advise customers, and designed to encourage and facilitate a more personal and enduring relationship. This transformation includes longer opening hours and a concept that appears to draw from the store model. Its design is more accessible, more agile, more welcoming and more digital, conceived to attract the customer’s attention from the first moment.

The contribution of this research is related to the analysis from a theoretical and empirical perspective of the mediating impact of customer engagement between customer experience outcomes (satisfaction and emotions during the service) and non-transactional behaviors (advocacy and attitudinal loyalty).

The purpose of this paper is to analyze consumer trust during a financial crisis, studying its antecedents and consequences. The perceptions of older and younger consumers are also compared.

The theoretical model of trust formation is tested on a random sample of 634 individuals from the three largest Spanish cities, Madrid, Barcelona and Valencia, in a period of economic crisis. Structural equation models were used to verify the global hypothesized relationships. Additionally, the total sample was divided into two groups (younger and older consumers) in order to test the moderating effect of age in the proposed relationships.

In a period of financial crisis, older consumers’ trust is protected by an emotional and experiential shield from the effects of negative news in the surrounding environment. In contrast, trust, although important, is not the core variable for the younger segment, whose preferences are the consequence of a broad range of cognitive and emotional variables.

This research was carried out on financial services. Emotional, relational and experience-linked variables acquire greater importance as the individual gets older, in contrast to more cognitive evaluations. The difference between the younger and the older segments is that the cornerstone of older consumers’ attitudinal loyalty is trust, whereas for younger people, it is positive switching costs or rewards. Further research on the proposed conceptual model across different industries and countries is needed to determine the generalizability and consistency of the findings from this study.

This paper has significant managerial implications. The authors believe that the best strategy for a bank during a period of crisis is to follow a customer-friendly orientation, as in the case of banks that took a long-term vision to look after their brand image. The study draws banking companies’ attention to the importance of using age as a segmentation criterion.

Based on the life-course paradigm, a theoretical model of trust formation is performed. In a period of economic crisis, trust becomes the key variable in determining older consumers’ preferences.

This chapter presents the results of the collective experience of two professors and three students in implementing WebQuests in a preservice English education component. The first part of the chapter provided a definition of WebQuests, situating this particular proposal within the literature on second language education and the Colombian and Latin American contexts. The authors found that the paucity of studies on designing WebQuests, specifically in Latin America, became one of the strengths of their work. The next section situated how implementing WebQuests in this preservice program enabled an expansion of the actual conceptual framework that is currently in place for WebQuests by adding ideas about competences and socio-cultural and critical thinking theories. However, there is an explanation about how WebQuests became a very feasible alternative to respond to the curricular demands of their institution. Next, the authors shared a multi-vocal account, from every author's vantage point, of how they carried out their work with WebQuests. This implementation process generated a series of changes in the way students saw themselves as learners and future teachers, gaining more ownership of the idea of WebQuests beyond a semester assignment. The instructors, as the result of their work, are now thinking of better ways to redefine how they use WebQuests and how they will get their other cohorts involved in collaborative academic efforts. This chapter is, then, not only an account of an experience, but an invitation to think about how to expand the boundaries of preservice teacher education through technological mediation.

This paper explores the relationship between social movement protest, economic sabotage, state capitalism, the “Green Scare,” and public forms of political repression. Through a quantitative analysis of direct action activism highlighting the Earth Liberation Front and Animal Liberation Front, the discourse surrounding mechanisms of social change and their impact on state power and capitalist accumulation will be examined. The analyses examines the earth and animal liberation movements, utilizing a Marxist-anarchist lens to illustrate how these non-state actors provide powerful critiques of capital and the state. Specifically, the discussion examines how state-sanctioned violence against these movements represents a return to Foucauldian Monarchical power. A quantitative-qualitative history will be used to argue that the movements’ actions fail to qualify as “terrorism,” and to examine the performance of power between the radical left and the state. State repression demonstrates not only the capitalist allegiances between government and industry, but also a sense of capital’s desperation hoping to counter a movement that has produced demonstrable victories by the means of bankrupting and isolating corporations. The government is taking such unconstitutional measures as a “talk back” between the revolutionary potential of these movements’ ideology as well as the challenge they present to state capitalism.