Yugang Yu, Xin Zhang, Xiong Zhang and Wei T. Yue
New information technologies such as IoT and big data analytics have reshaped the development of smart green products. These products exhibit two important features that are not…
Abstract
Purpose
New information technologies such as IoT and big data analytics have reshaped the development of smart green products. These products exhibit two important features that are not seen in traditional products: environmental friendliness and data network effect. Based on these unique features, the authors investigate a firm's optimal selling strategy of smart green products from both the profitability and environmental perspectives.
Design/methodology/approach
The authors establish stylized models to consider the optimality of three selling strategies: (1) traditional strategy – only offering traditional products, (2) green strategy – only offering smart green products, and (3) hybrid strategy – offering both traditional and smart green products.
Findings
The authors’ analysis shows that in the absence of data network effect, there will always be a conflict between profit maximization and environmental protection. However, a strategy that benefits both the firm and the environment exists when data network effect is present. Interestingly, hybrid and traditional strategies can be win-win strategies, but the green strategy cannot. Also surprisingly, the green strategy may harm the environment more as smart products become greener.
Originality/value
This study examines the economic and environmental implications of selling smart green products, and contributes to existing literature on sustainable operations and green product design by incorporating the impact of both consumer environmental awareness and data network effect. The authors’ findings shed light on how to coordinate the profitability and environmental impact of selling smart green products in the era of big data and IoT.
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Frédéric Ponsignon, Laura Phillips, Philip Smart and Nicholas Low
This research explores how to design service delivery systems to facilitate a customer experience that enables the realisation of prevention-oriented goals.
Abstract
Purpose
This research explores how to design service delivery systems to facilitate a customer experience that enables the realisation of prevention-oriented goals.
Design/methodology/approach
Case-based research is undertaken to inform the design of service delivery systems for prevention-oriented consumption goals. Data from multiple informants, from both the provider and customer perspective, in two in-depth case studies, provide empirical insights.
Findings
Drawing on customer and provider perspectives, a model of service design for prevention-oriented goals is presented. The model is informed through the identification of service delivery system characteristics (facility layout, staff service orientation, facility appearance and staff presence/appearance) and perceived experience quality dimensions (control, duration, privacy and reliability impressions) that contribute to the fulfilment of prevention-oriented consumption goals.
Practical implications
The research affirms that it is critical for organisations to comprehend the goals they want their service delivery systems to enable in the customer experience. Specific attention should be given to the design of facility layout, staff-service orientation, facility appearance, staff presence/appearance to positively impact perceived quality dimensions and to facilitate the realisation of customer prevention goals.
Originality/value
The main research contribution lies in the articulation of the design characteristics of the service delivery system that enables a customer experience supporting the fulfilment of prevention goals. The empirical study draws on both customer and organisational perspectives to identify prevention-oriented goals, and corresponding experience quality dimensions, to inform service delivery system design.
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Enrico Contiero, Frederic Ponsignon, Philip Andrew Smart and Andrea Vinelli
The purpose of this paper is to explore the contingencies and characteristics of service recovery system (SRS) design.
Abstract
Purpose
The purpose of this paper is to explore the contingencies and characteristics of service recovery system (SRS) design.
Design/methodology/approach
Informed by extensive case study data from two large Italian retail banks, the theory-building study builds on the seven design characteristics proposed by Smith et al. (2009). In all, 19 sub-dimensions are identified that provide a finer-grain view of the SRS at the operational level. The design characteristics and the corresponding sub-dimensions comprise the SRS design framework. These sub-dimensions are then analysed across the two cases. Specific attention is given to sub-dimensions that are contingent upon service recovery strategy.
Findings
The findings suggest that the extended set of SRS sub-dimensions (providing greater specificity) contributes to identifying commonality and difference between SRS configurations. This specificity facilitates the identification of two sets of SRS design characteristics (S-type and C-type) that correspond with the SR strategy. Two propositions have been formulated with respect to this SR strategy – SRS contingency. An additional set of sub-dimensions, common to both cases, is explained by conformance to regulatory control.
Originality/value
The paper provides novel theoretical insights into SRS design. The increased specificity of the SRS framework and the sets of sub-dimensions contingent on SR strategy extend the current theory. This provides opportunities for both practising managers and for future theoretical development.
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The SMART Group Aims to Promote the Advancement of the Electronics Manufacturing Industry through the Education, Training and Notification of its Members in Surface Mount and…
Abstract
The SMART Group Aims to Promote the Advancement of the Electronics Manufacturing Industry through the Education, Training and Notification of its Members in Surface Mount and Related Assembly Technologies, and by the Promotion of a Community of Electronics Manufacturing Professionals.
Iluta Arbidane, Anita Puzule, Daina Znotina, Ramute Narkuniene and Jurgita Daubariene
This study analyses the role of tourism in the context of the 2030 Agenda for Sustainable Development, as well as the need to integrate sustainability into tourism policies, which…
Abstract
Purpose
This study analyses the role of tourism in the context of the 2030 Agenda for Sustainable Development, as well as the need to integrate sustainability into tourism policies, which contribute to the development and accessibility of technologies and the quality of society.
Design/methodology/approach
This study reviews the accessibility of the tourism industry and the expansion of smart tourism in terms of sustainability, reviewing a wide range of research papers and analysing the concepts, findings and approaches suggested by scientists from various countries, as well as examples from the Baltic States.
Findings
The results reveal that the tourism industry is capable of adapting to changing conditions in modern society in a short enough period, thus contributing to the expansion of smart tourism and their active implementation at tourist attractions. In view of the goals set by the 2030 Agenda for Sustainable Development, the accessibility of tourist attractions to various social groups should be provided through cooperation between public and private organizations.
Originality/value
This study explores the accessibility of tourism attractions and the development of smart tourism in the context of sustainability. Further, the article analyses some best practice examples from the Baltic States, which underpin the adaptation of the tourism industry to the changing conditions, as well as indicating the adaptation of the industry to the demands of modern society.
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Rakibul Hasan, Park Thaichon and Scott Weaven
The main objective of this chapter is broadening the understanding of anthropomorphic artificial intelligence (AI) (e.g. avatars, humanoid robots, chatbots) in both physical and…
Abstract
The main objective of this chapter is broadening the understanding of anthropomorphic artificial intelligence (AI) (e.g. avatars, humanoid robots, chatbots) in both physical and digital environments. The chapter strives to demonstrate how organisations can curate relationship marketing and enhance customer experience by employing anthropomorphic AI. To achieve this, the chapter extends existing understanding in three ways. First, it explains the interconnectivity between relationship marketing and customer experience. Second, it presents anthropomorphic AI along with its different characteristics and technologies. Third, it offers some real-life uses cases and examples of such AI drawing from practical insights into five selected industries. Overall, the chapter provides some food of thoughts concerning the successful application and deployment of anthropomorphic AI in marketing practices.
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M.M.F. Verguld and M.H.W. Leenaerts
Removal and replacement instructions for surface mounted components are given, as well as certain precautionary measures and examples. Some of the figures have already been…
Abstract
Removal and replacement instructions for surface mounted components are given, as well as certain precautionary measures and examples. Some of the figures have already been published in service manuals. A distinction is made between methods for replacing one or a few components, several components and many components. It is indicated which method can be applied, which equipment is available and what must be considered.