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The aim of this paper is to examine the effects of the disconfirmation of expectations of crowding and mall accessibility, on stress and two marketing outcomes, satisfaction and promoter scoring.

Data were obtained through two face-to-face surveys from mall shoppers that answered them at two different moments of their shopping experience, before entering the mall and before leaving it. Results are obtained from 230 customers that answered the two questionnaires.

The findings suggest that stress indirectly influences customer promoter scoring through satisfaction, while disconfirmation of expectations influences it directly and indirectly.

These results also suggest that stress and disconfirmation of expectations about crowding and accessibility are important in determining promoter scoring. To reduce stress and increase satisfaction and promoter scoring, managers should focus on exceeding customers' expectations about mall accessibility and on ensuring that customers experience a lower level of crowding than they expected.

The article examines Net Promoter Scoring, an outcome that has attracted managers' attention but little is known about its antecedents. The paper provides evidence of the effect of disconfirmation of expectations and negative emotions on promoter scoring.

The glassworks of Murano have been, and still are, one of the causes of environmental pollution of the Venetian Lagoon, primarily via atmospheric emissions but also as a result of effluent discharges and disposal of solid waste. A preliminary environmental audit of Murano’s glassworks carried out in 1999 indicated that the local entrepreneurs see the adoption of environmental management systems and pollution‐prevention/reduction measures as a major burden. The main reasons are the costs that must be borne, the complexities of Italian legislation and regulation, and the relatively small size of the majority of the units operating on this island. Pollution‐control and waste‐minimisation strategies are slowly being implemented as a result of regulatory pressures.

The purpose of this study is to investigate the effects of zinc dialkyl dithiophophates (ZDDP) and ash-less triphenyl phosphorothionate (TPPT) on hydrogen-free diamond-like carbon (DLC) coatings. For many years, ZDDP have traditionally been used in engine oils as antiwear (AW) and extreme pressure (EP) additives. However, additives containing sulfated ash, phosphorus and sulfur (SAPS) have a detrimental effect on the exhaust after-treatment device found on modern vehicles. Besides the automotive industry, DLC is also used in hydraulic applications where zinc-free and ash-less hydraulic fluids have gradually gained popularity in recent years.

The tribological tests were performed using a disk-on-cylinder tribometer, where the stationary hydrogen-free DLC-coated steel disk formed a line contact with an uncoated rotating steel shaft under lubricated conditions.

It was found that TPPT and ZDDP separately at a concentration of 1.0 wt% increased the amount of friction of the base oil by approximately four times. TPPT appeared more effective than ZDDP in minimizing wear on the DLC-coated surface. Also, primary ZDDP seemed to have a more detrimental effect on the DLC-coated surface compared to a mixture of primary and secondary ZDDP. With regard to surface roughness of the hydrogen-free DLC-coated surface, the values corresponding to a lubricant containing TPPT were lower than those obtained for a lubricant with ZDDP and a lubricant without any additive.

This is the first report on the effects of ZDDP and ash-less TPPT on the tribology of hydrogen-free DLC coatings.

This study aims to provide a cutting-edge evaluation of the sharing economy's impact within the realm of tourism and hospitality. The primary objectives guiding this research are as follows: to uncover the prevalent discussions and debates within the tourism and hospitality sector concerning the implications and effects of the sharing economy on urban destinations; and to analyse how scholarly inquiries and empirical investigations have contributed to a comprehensive comprehension of the intricate theoretical foundations and practical intricacies inherent in the sharing economy. This exploration takes place within the extensive expanse of existing literature.

The study used the non-conventional method for data mining. An artificial intelligence (AI) tool called www.dimensions.ai was used to mine data between the year 2002 and 2021. After which the data was analysed, using Citespace software that assisted in building themes for answering the research questions.

The sharing economy has multifaceted implications for rural and urban destinations. For instance, the findings demonstrated that emotional solidarity fosters community bonds between tourists and residents, enhancing authenticity. While, management firms optimise short-term rentals, boosting revenue and occupancy rates despite capped at 20%. It further demonstrated that the sharing economy disrupts traditional accommodations, especially hotels, impacting rural and urban destinations differently based on location and regulatory flexibility. Technological advancements would shape the digital future, transforming the resource in sharing and connectivity in urban settings.

Management firms or agents significantly enhance property facilities, revenue and occupancy rates. Properties managed by professionals perform better in terms of revenue and occupancy; furthermore, traditional accommodations need innovative strategies to compete with sharing economy platforms. Policymakers must consider location-specific regulations to balance sharing economy impacts. Embracing technological advancements ensures urban destinations stay relevant and competitive.

Emotional solidarity fosters bonds between residents and tourists, contributing to a sense of community. Management firms contribute to local economies and stability. However, Airbnb's impact on traditional accommodations raises concerns about the effect on residents and communities.

The study incorporates classical sociology theory to understand emotional solidarity and extends the concept of moral economy to guide economic behaviour in the sharing economy. The analysis also underscores the influence of technological trends such as mobile technology, Internet of Things, AI and blockchain on sharing practices in reshaping existing theoretical frameworks in the sharing atmosphere. Furthermore, the co-creation of value theory highlights collaborative interactions between hosts and guests, shaping the sharing economy experience. Consumer segmentation and choice theories shed light on sharing economy dynamics. Institutional and location-based theories provide insights into regulatory and location-specific impacts.

This research contributes by comprehensively exploring the multifaceted implications of the sharing economy on a tourist destination. It delves into emotional solidarity, management firm roles and location-specific impacts, enriching the understanding of the sharing economy's effects. The application of co-creation of value theory and examination of platform technologies offer fresh perspectives on value creation and user engagement. The study's focus on practical dimensions guides stakeholders in optimising the benefits and addressing challenges posed by the sharing economy in urban contexts. The exploration of moral economy and its relevance to the sharing economy provides a novel perspective, while the examination of technological influences on sharing practices contributes to understanding the digital future of the sharing economy.

Technical progress is an important technique within improving China’s comparative advantages, as new and renewable technologies will be beneficial for energy security. Productive technical progress and green technical innovation are necessary to improve working conditions and productivity of industries. Therefore, the purpose of this paper is to study technical progress in China under such harsh competitive circumstances, as well as types of technical progress that can be promoted, productive technical progress or green technology progress, and how technical progress will affect China’s competitive advantages.

The authors perform a multi-index multi-factor constitutive model based on a sample of 468 Chinese industries, and divide the industries into four categories.

The results indicate that there is a “U”-shape relationship between green technology progress and comparative advantages and an inverted “U”-shape relationship between the intensity of market competition and comparative advantages.

China has crossed the inflection point of the “U”-shaped curve. This, coupled with the slowing of economic growth, demonstrates the need for advocating green technology in China to decrease the pollutant discharge. Establishing Chinese national brands within overseas markets and earning a profit through the downstream of production chain enhance China’s international competitiveness.

One of the most original findings of this paper points out that China is faced with a situation in which exports are severely decreased and domestic environment pollution is increased. Vigorous promotion of green technology progress, improvement of the quality and the technical content of exported products, the establishment of national brand within the overseas market, as well as enhancement of China’s international competitiveness, is needed.

This study focuses on the banking systems evaluation in Portugal, Italy, Ireland, Greece and Spain (known as the PIIGS) during the financial and post-financial crisis period from 2009 to 2018.

A conditional robust nonparametric frontier analysis (order-m estimators) is used to measure banking efficiency combined with variables highlighting the effects of Non-Performing Loans. Next, a truncated regression is used to examine if institutional, macroeconomic, and financial variables affect bank performance differently. Unlike earlier studies, we use the Corruption Perception Index (CPI) as an institutional variable that affects banking sector efficiency.

This research shows that the PIIGS crisis affects each bank/country differently due to their various efficiency levels. Most of the study variables — CPI, government debt to GDP ratio, inflation, bank size — significantly affect banking efficiency measures.

The contribution of this article to the relevant banking literature is two-fold. First, it analyses the efficiency of the PIIGS banking system from 2009 to 2018, focusing on NPLs. Second, this is the first empirical study to use probabilistic frontier analysis (order-m estimators) to evaluate PIIGS banking systems.

The aim of this paper is to deploy Six Sigma (SS) methodology for addressing the customer complaints pertaining to Chemical-X in an Indian chemical company.

The study followed a structured Define, Measure, Analyze, Improve, Control (DMAIC) approach to address the customer complaints. The complaints have been classified into different categories along with a project charter in the define phase. In the measure phase, measurement system analysis (MSA) and supplier, input, process, output and control (SIPOC) have been applied. In the analyze and improve phase, why–why analysis, process capability study, how–how analysis, Gage repeatability and reproducibility and Taguchi design have been applied to optimize the manufacturing process parameters for Chemical-X. Lastly, in the control phase, validation of 20 batches has been piloted to validate the optimized parameters.

The findings of this study highlight the optimization and prioritization of the process parameters. It shows that humidity has the least impact on the manufacturing of Chemical-X, whereas shift type has the maximum impact. The experimental output indicates that the 1st Shift, the holding time after grinding should be twenty-four hours, and the temperature after grinding should be 40 °C to reduce the customer complaints concerning lumps formation in Chemical-X.

The study is performed for a single product (Chemical-X). It has focused only from the manufacturing process view and not from the transportation, suppliers and downstream supply chain view.

A systematic and data-driven approach of the SS methodology ensured that the customer complaints due to lumps formation reduced from 5% (approx.) to 1% (approx.) which resulted in the cost saving of INR 4 million (approx.) annually.

The purpose of this paper is to analyze a variety of factors that can explain the differences in commercial bank efficiency among 17 countries in Latin America (LatAm).

In a first stage, data envelopment analysis (DEA) and conditional efficiency analysis techniques are used to assess the relative efficiency level of 409 banks for the 2014-2016 period. The conditional efficiency approach considers environmental variables (that are beyond the manager’s control), which could influence the shape and the level of the boundary of the attainable set. In the second stage, the resulting conditional efficiency scores are correlated with internal variables (those that are under the manager’s control), which might affect the distribution of the inefficiencies. For this purpose, an econometric approach developed by Simar and Wilson (2007) is used.

First stage scores reveal the heterogeneity of average efficiency within the region. Regarding the factors that may explain the differences in performance in the LatAm banking sector, the results allow us to state that certain internal variables such as bank size, the ratio of loans to total assets and the ratio of non-performing loans show the expected relationship to efficiency, in line with much of the previous literature.

This is the first time that conditional efficiency and Simar and Wilson (2007) approaches have been applied at the same time to analyse the LatAm banking industry.

This study proposes a new framework for business process improvement (BPI) by identifying areas of improvement based on customer complaints.

The proposed framework comprises several stages. The first stage captures the voice of customer (VoC) in the form of customer complaints. The complaints are processed using text mining and sentiment analysis. Negative sentiments indicate areas for improvement by matching words with SERVQUAL dimensions. The FMEA method is used to identify business processes that need to be improved.

The opposing quality dimensions of SERVQUAL can be incorporated into a database for later identifying consumer complaints. FMEA can be used to identify potential failures in aspects that correspond to consumer complaints; therefore, improvement areas can be identified. The proposed framework, applied to a garment manufacturer, shows that the SERVQUAL dimensions, which were originally intended for service companies, can be adapted to manage customer complaints to support BPI in manufacturing companies.

The framework can be used by either the manufacturing or service industries to handle customer complaints and use the complaint analysis results to identify improvement areas to avoid the same complaints occurring in the future.

In this study, the construction of a database based on the SERVQUAL dimension to match sentiment results, where negative sentiment indicates improvement, and the use of FMEA to indicate specific business processes that should be improved is novel and has not yet been proposed by previous studies.

Climate change, a complex global issue, has prompted a wide range of actors – from nations to tiny communities – to seek solutions to mitigate its consequences. The growing emphasis on collaborative governance has resulted in substantial research on the topic. This paper aims to address the existing research void by using a bibliometric approach to investigate the evolution of studies on collaborative governance in the context of climate change.

This study conducted a bibliometric mapping of research on collaborative governance on climate change issues from the first study presented in 2007 to the research conducted in 2023, using 222 articles derived from the Scopus database and Web of Science. Steps for comprehensive bibliometric literature mapping via the VOSviewer software.

The study includes a complete overview of significant themes, including the most cited research, contributions from authors, countries, and institutions, as well as network analysis including co-citation, bibliographic coupling, and co-occurrence. Notably, the study looks at which countries have made the most substantial contributions, with the United States dominating with 40 studies over the last decade. The analysis reveals that collaborative governance in climate change, emphasizing its importance as a tool for governments and communities to mitigate climate risks. This is consistent with research emphasizing the need for coordination across multiple players to accomplish effective climate adaptation. The paper focuses on nine diverse research clusters, including community engagement, urban governance, disaster response and economic implications.

This study is restricted to bibliometric analysis, which is conducted using sources from the Scopus and Web of Science databases. Future research is required to investigate the use of additional databases that offer a wider range of sources. In the interim, this investigation provides an overview of the concept of Collaborative Governance, which has the potential to serve as a strategy for the adaptation and resilience to climate change in global regions, cities and urban areas.

This study conducts a rigorous bibliometric review that improves our theoretical knowledge and practical use of collaborative governance in addressing climate change. It reveals innovative trends, research gaps and important recommendations for future studies, strengthening the strategic approach to collaborative climate action.