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Article
Publication date: 11 September 2019

Tobias Kolb, Reza Elahi, Jan Seeger, Mathews Soris, Christian Scheitler, Oliver Hentschel, Jan Tremel and Michael Schmidt

The purpose of this paper is to analyse the signal dependency of the camera-based coaxial monitoring system QMMeltpool 3D (Concept Laser GmbH, Lichtenfels, Germany) for laser…

565

Abstract

Purpose

The purpose of this paper is to analyse the signal dependency of the camera-based coaxial monitoring system QMMeltpool 3D (Concept Laser GmbH, Lichtenfels, Germany) for laser powder bed fusion (LPBF) under the variation of process parameters, position, direction and layer thickness to determine the capability of the system. Because such and similar monitoring systems are designed and presented for quality assurance in series production, it is important to present the dominant signal influences and limitations.

Design/methodology/approach

Hardware of the commercially available coaxial monitoring QMMeltpool 3D is used to investigate the thermal emission of the interaction zone during LPBF. The raw images of the camera are analysed by means of image processing to bypass the software of QMMeltpool 3D and to gain a high level of signal understanding. Laser power, scan speed, laser spot diameter and powder layer thickness were varied for single-melt tracks to determine the influence of a parameter variation on the measured sensory signals. The effects of the scan direction and position were also analysed in detail. The influence of surface roughness on the detected sensory signals was simulated by a machined substrate plate.

Findings

Parameter variations are confirmed to be detectable. Because of strong directional and positional dependencies of the melt-pool monitoring signal a calibration algorithm is necessary. A decreasing signal is detected for increasing layer thickness. Surface roughness is identified as a dominating factor with major influence on the melt-pool monitoring signal exceeding other process flaws.

Research limitations/implications

This work was performed with the hardware of a commercially available QMMeltpool 3D system of an LPBF machine M2 of the company Concept Laser GmbH. The results are relevant for all melt-pool monitoring research activities connected to LPBF, as well as for end users and serial production.

Originality/value

Surface roughness has not yet been revealed as being one of the most important origins for signal deviations in coaxial melt-pool monitoring. To the best of the authors’ knowledge, the direct comparison of influences because of parameters and environment has not been published to this extent. The detection, evaluation and remelting of surface roughness constitute a plausible workflow for closed-loop control in LPBF.

Details

Rapid Prototyping Journal, vol. 26 no. 1
Type: Research Article
ISSN: 1355-2546

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Article
Publication date: 1 February 2000

Gaby Odekerken‐Schröder, Marcel van Birgelen, Jos Lemmink, Ko de Ruyter and Martin Wetzels

It is commonly acknowledged that service quality can be measured by using attribute‐based and incident‐based measurements. Both methods are distinct in nature, but can be used…

1500

Abstract

It is commonly acknowledged that service quality can be measured by using attribute‐based and incident‐based measurements. Both methods are distinct in nature, but can be used complementarily. However, in the literature a simultaneous empirical investigation of the power of critical incidents in relation to attribute scores is lacking. In this paper we merge both methods for assessing service quality in a professional services context. Subsequently, both measurements have been used to investigate the effect of service quality on short‐term customer satisfaction and long‐term trust in the service provider. Results indicate that the combined approach adds value to single‐method measurement for explaining customer satisfaction. Furthermore, negative incidents are more influential on satisfaction than positive experiences. However, the negative effect of a negative incident on satisfaction can be compensated for by paying attention to particular dimensions of service quality. Critical incidents do not seem to have an impact on the apparently stable construct of trust.

Details

European Journal of Marketing, vol. 34 no. 1/2
Type: Research Article
ISSN: 0309-0566

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Article
Publication date: 1 February 2007

Anita Zehrer, Harald Pechlaner and Frieda Raich

The most recent global and regional developments bring about a change in vocational needs required from new recruits in the tourism industry and ask for revised training…

1374

Abstract

The most recent global and regional developments bring about a change in vocational needs required from new recruits in the tourism industry and ask for revised training programmes to be introduced by future decision‐makers (Hofstetter 2004). Several studies have been conducted in terms of job requirements in tourism‐related fields, and a number of qualifications have been identified (Weiermair 1999): communicative skills, empathy, motivation, decision‐making abilities, planning abilities and improvisation abilities. The purpose of any education programme in tourism must be to explain the true nature of the tourism phenomenon through seminars, trainings, workshops, and academic curricula. It must be directed to public and private sectors of the tourism industry, as well as external agencies. The paper reports a study carried out in August 2005 on the training programme offered in South Tyrol for employees of tourism organizations. A standardized online questionnaire was sent to employees of tourism organizations to reveal the importance and satisfaction with the training offer as well as the value of IT in teaching and training. The results provide implications for future tourism curricula, particularly for employees of tourism organizations.

Details

Tourism Review, vol. 62 no. 1
Type: Research Article
ISSN: 1660-5373

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Article
Publication date: 1 December 1999

Ralf Schellhase, Petra Hardock and Martin Ohlwein

Develops an orientation system for measuring customer satisfaction. Reveals dimensions of satisfaction experienced by retailers, taking account of the relevant literature…

4005

Abstract

Develops an orientation system for measuring customer satisfaction. Reveals dimensions of satisfaction experienced by retailers, taking account of the relevant literature, empirical studies on the satisfaction of retail organizations with their suppliers and the results of discussion with experts. Confirms that these are verified according to empirical criteria and quantified in respect of their contribution to delivering satisfaction to retailers. Identifies approaches on which to base activities, allowing suppliers of branded articles to give their customers greater customer satisfaction.

Details

Journal of Business & Industrial Marketing, vol. 14 no. 5/6
Type: Research Article
ISSN: 0885-8624

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Article
Publication date: 1 October 2002

Kurt Matzler and Elmar Sauerwein

There is growing evidence that service quality attributes fall into three categories of factors that have a different impact on the formation of customer satisfaction. However, it…

7134

Abstract

There is growing evidence that service quality attributes fall into three categories of factors that have a different impact on the formation of customer satisfaction. However, it is not clear which analytical procedure best identifies these factors. Vavra proposed a two‐dimensional importance grid based on customers’ self‐stated importance and derived importance using regression analysis. It is based on the assumption that there is a difference between self‐stated and derived importance and that by combining these importance weights, three groups of product or service attributes can be identified. Using data collected to measure customer satisfaction with the service of the IT department of a hospital, the authors test the underlying assumptions of the importance grid. They seem to be correct. When the results are compared with the penalty‐reward contrast analysis developed by Brandt, the two methods do not yield the same results. Therefore, the convergent validity of the importance grid has to be questioned. The paper closes with a discussion of the implications for research and practice.

Details

International Journal of Service Industry Management, vol. 13 no. 4
Type: Research Article
ISSN: 0956-4233

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Book part
Publication date: 25 January 2022

Clare Hindley, Willy Legrand and Gabriel C.M. Laeis

This chapter aims to establish the relation of luxury tourism to sustainability and questions whether tourism in its current form is not itself a luxury. By analysing consumer…

Abstract

This chapter aims to establish the relation of luxury tourism to sustainability and questions whether tourism in its current form is not itself a luxury. By analysing consumer travel motivation and demands of luxury tourism, we examine the impact of these perceptions and ask whether Anthropocene tourism does not by definition have a negative impact on the environment. A new concept of luxury has developed clearly illustrated by a move from Maslow’s (1943) ‘esteem’ to the top tier of ‘self-actualisation’ as reflected in Pearce and Lee (2005) Travel Career Ladder and top tier of personal fulfilment. This move has led to a decline in physical trophy collection, but rather the desire for luxury is taking on a new definition more about a perception of environmental connection, personal fulfilment and finding a brand or experience that shares similar values to the consumer. The commodification of nature has led to new forms of tourism concentrating on connecting to places, people and causes. An analysis of tourism growth impact in the Global North and South, and neo-colonisation in tourism highlights the contradictions within sustainable goals and tourism. It is increasingly difficult to categorise tourism as sustainable or unsustainable, luxury or non-luxury, but rather this chapter questions whether tourism itself has become an unsustainable pandemic and an indefensible luxury.

Details

The Emerald Handbook of Luxury Management for Hospitality and Tourism
Type: Book
ISBN: 978-1-83982-901-7

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Article
Publication date: 24 January 2024

Pablo Cabanelas, Andrea Mezger, María Jesús López-Míguens and Klaus Rüdiger

Clean and sustainable energy becomes an alternative to differentiate electricity suppliers, but it is necessary to have a better understanding of their behaviour to achieve green…

296

Abstract

Purpose

Clean and sustainable energy becomes an alternative to differentiate electricity suppliers, but it is necessary to have a better understanding of their behaviour to achieve green customer loyalty. This paper aims to deploy a behavioural model that helps explain loyalty of customers towards green electricity providers by including a series of antecedents such as trust, satisfaction, perceived environmental impact, propensity to trust and perceived risk.

Design/methodology/approach

The paper deploys a behavioural model that it is tested through structural equation modelling to a sample of 231 German electricity consumers with green contracts. The data analysis included two steps: first, the development and validation of the scales used to measure the constructs proposed in the model, and second, the model test.

Findings

Results demonstrate that trust and satisfaction directly influence loyalty, while satisfaction and the other variables included in the model have an indirect relationship with loyalty mediated by trust and satisfaction. As green characteristics of electricity are difficult to evaluate, managers should demonstrate in their communication the environmental effects of their activities while emphasising their capacity to attend to supply requirements for building long-term customer relationships.

Originality/value

The paper is focused on the understanding of those consumers who have signed a green electricity contract and the antecedents associated to their loyalty. The behavioural model helps identify how managers should apply marketing strategies to foster green consumers loyalty.

Details

International Journal of Energy Sector Management, vol. 18 no. 6
Type: Research Article
ISSN: 1750-6220

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Book part
Publication date: 13 August 2018

Robert L. Dipboye

Abstract

Details

The Emerald Review of Industrial and Organizational Psychology
Type: Book
ISBN: 978-1-78743-786-9

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Article
Publication date: 1 October 2005

Bruno Busacca and Giovanna Padula

There is a pressing need for practitioners to adopt viable analytic procedures that may help them optimize resource allocation to strengthen customer satisfaction. This paper…

6922

Abstract

Purpose

There is a pressing need for practitioners to adopt viable analytic procedures that may help them optimize resource allocation to strengthen customer satisfaction. This paper reviews a range of procedures used for measuring customer satisfaction that are identified in the literature and tests which procedures might be more useful to practitioners.

Design/methodology/approach

Customer satisfaction measurement procedures developed in the literature are reviewed to assess the non‐linear and asymmetric relationship between attribute performance and overall satisfaction. A convergent validity test between the two measurement procedures that the review suggests are the most suitable for application in practice is then conducted to discover the relative merits of each. The test is based on an empirical investigation carried out in the mobile communication industry.

Findings

Two measurement procedures were identified as the most appropriate to practitioners, “regression with dummy variables” and the “Importance Grid”. These were compared using a convergent validity test, which revealed a lack convergent validity between the two. Discussion about the reliability of the two procedures and the implications for practice is provided. On balance, the regression with dummy variables was identified as the better approach.

Originality/value

The paper highlights the importance that recognition is given to the non‐linear and asymmetric response of customer satisfaction to the performance of different product/service attributes if appropriate decisions are to be made for allocating marketing resources. While research on customer satisfaction has emphasized the need to account for the non‐linear and asymmetric relationship between attribute performance and overall satisfaction, no effort has been made to disseminate these insights fully among practitioners. Since understanding the relationship between attribute performance and overall satisfaction is paramount if resource allocation to improve attribute performance is to be prioritized correctly, there is a pressing concern to move customer satisfaction programs closer to the theory predictions. A range of measurement procedures is reviewed and compared. Through this work, academics and practitioners may gain further insight into procedures for measuring customer satisfaction and an understanding of the relative benefits and limitations of the procedures that may be adopted.

Details

Marketing Intelligence & Planning, vol. 23 no. 6
Type: Research Article
ISSN: 0263-4503

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Article
Publication date: 14 November 2008

Josip Mikulić and Darko Prebežac

The aim of this paper is to describe and apply a new three‐step approach to prioritizing service attributes in formulating quality‐improvement strategies. In particular, the paper…

3707

Abstract

Purpose

The aim of this paper is to describe and apply a new three‐step approach to prioritizing service attributes in formulating quality‐improvement strategies. In particular, the paper seels to demonstrate the value of impact range‐performance analysis (IRPA) and impact‐asymmetry analysis (IAA) in prioritizing quality attributes for improvement.

Design/methodology/approach

The proposed new analytical framework is developed and presented. Data from a survey on satisfaction with airport passenger services are then used to demonstrate the proposed approach. Improvement priorities are derived using a three‐step analytical framework.

Findings

This paper raises several conceptual issues concerning importance‐performance analysis (IPA). In particular, the study contends that direct and indirect measures of the “importance” of an attribute are not measuring the same construct.

Practical implications

Managers who use IPA to prioritize the improvement of service attributes might obtain misleading recommendations. In particular, managers should be aware that the impact of an attribute on overall customer satisfaction can vary significantly with different levels of performance of that attribute.

Originality/value

The study proposes a revised approach to IPA in which the traditional measure of “attribute‐importance” is replaced by a measure of the range of attribute‐impact on overall customer satisfaction (RIOCS). Moreover, a new analysis provides detailed information on asymmetric relationships between attribute‐level performance and overall customer satisfaction (OCS).

Details

Managing Service Quality: An International Journal, vol. 18 no. 6
Type: Research Article
ISSN: 0960-4529

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