Karla P. Simmons and Cynthia L. Istook
With the use of 3D body scanners, body measurement techniques can be non‐contact, instant, and accurate. However, how each scanner establishes landmarks and takes the measurements…
Abstract
With the use of 3D body scanners, body measurement techniques can be non‐contact, instant, and accurate. However, how each scanner establishes landmarks and takes the measurements should be established so that standardization of the data capture can be realized. The purpose of this study was to compare body‐scanning measurement extraction methods and terminology with traditional anthropometric methods. A total of 21 measurements were chosen as being critical to the design of well‐fitting garments. Current body scanners were analyzed for availability of information, willingness of company cooperation, and relevance to applications in the apparel industry. On each of the 21 measurements, standard measurement procedure was identified for three different scanners: [TC]2, Cyberware, and SYMCAD. Of the 21 measures in the study, [TC]2 was the scanner that had the most measures identified for the study and also had the capability of producing many more with specific application for apparel.
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Peng Li, Brian Corner and Steven Paquette
The purpose of this paper is to present results of shape analysis of female torso shape using the discrete cosine transform (DCT) from a three-dimensional (3D) whole body scan…
Abstract
Purpose
The purpose of this paper is to present results of shape analysis of female torso shape using the discrete cosine transform (DCT) from a three-dimensional (3D) whole body scan database.
Design/methodology/approach
Torso shape is a central part of body shape and difficult to describe by linear measurements. In order to analyze body shape variation within a population the authors employed a DCT-based shape description method to compresses a dense 3D body scan surface into a small vector that preserves shape and removes size. The DCT-based shape descriptors of torso surfaces are further fed to principal component analysis (PCA) that decompose shape variation into constituent shape components. A visualization program was developed to observe principal components of torso shape and interpret their meanings.
Findings
Extreme shapes of the first ten principal components summarize major shape variations and identify shapes that are difficult to capture with traditional anthropometric measurements. PCA results also help to find and retrieve similar shapes from a population-level database.
Originality/value
Using the DCT for PCA of torso shape is a unique and original approach. It provides a basis for the description and classification of torso shape in 3D and the results from the shape analysis are potentially useful for designers of clothing and personal protective equipment.
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Charles H. Patti, Maria M. van Dessel and Steven W. Hartley
How can customer service be so bad in an era when companies collect endless data on customer interactions? The purpose of this paper is to contribute to the important challenge of…
Abstract
Purpose
How can customer service be so bad in an era when companies collect endless data on customer interactions? The purpose of this paper is to contribute to the important challenge of elevating customer service delivery by providing guidelines for when and how to select optimal measures of customer service measurement using a new decision framework.
Design/methodology/approach
The paper uses a comprehensive, multi-dimensional review of extant literature related to customer service, journey mapping and performance measurement and applied a qualitative, taxonomic approach for model development.
Findings
A process model and customer journey mapping framework can facilitate the selection and application of appropriate and relevant customer service experience metrics to enhance customer service experience strategies, creation and delivery.
Research limitations/implications
The taxonomy of customer service metrics is limited to current publicly and commercially available metrics. The dynamic nature of the customer service environment necessitates continuous updates of the model and framework.
Practical implications
Selection of customer service performance measures should match relevant stages of the customer journey; use perception-based, operational and outcome-based metrics that track employee and customer behaviours; improve omni-channel measurement; and integrate data-sharing and benchmark measurement initiatives through collaboration with customer service communities.
Originality/value
A reimagined perspective is offered to the complex challenge of measuring and improving customer service, providing a new decision-making framework for customer service experience measurement and guidance for future research.
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Anupam Kumar, Adams Steven and John-Patrick Paraskevas
This study investigates the relationship between buyer-supplier top management team (TMT) demographic misalignment (defined as differences in TMT composition based on background…
Abstract
Purpose
This study investigates the relationship between buyer-supplier top management team (TMT) demographic misalignment (defined as differences in TMT composition based on background, age and gender) and environmental performance (EVP).
Design/methodology/approach
The empirical setting is publicly held US manufacturing firms that are present in both the Kinder, Lydenberg and Domini’s (KLD's) annual EVP ratings and Bloomberg's supply chain database. The study employs panel data regression methods on an unbalanced panel dataset of 7,493 dyad-year observations comprising 427 unique firms.
Findings
The research shows that misalignment in functional background and gender composition between TMTs have a negative outcome on both the buyer's and the suppliers' EVP. However, increasing presence of females across TMTs has a positive influence on EVP. Further, the research shows that misalignment based on age between the TMTs does not impact EVP in any significant way. On the contrary, increasing age across TMTs is a significant predictor of EVP.
Originality/value
This study builds on existing works in TMT heterogeneity and adds context to the heightening belief in the positive linkage between heterogeneity and performance through extension to a boundary spanning interfirm context.
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The purpose of this paper is to discuss the impact of unsustainable community platforms from community and information sharing perspectives using Google Lively as an example. The…
Abstract
Purpose
The purpose of this paper is to discuss the impact of unsustainable community platforms from community and information sharing perspectives using Google Lively as an example. The aim is to analyse what happens when a community platform is not sustainable and explore the reasons why Lively failed or succeeded as an arena of participation and information sharing.
Design/methodology/approach
The study is based on an ethnographically informed analysis of texts on Google Lively mined from the web and gathered using two small qualitative surveys.
Findings
The findings show that Lively fostered the emergence of several virtual communities that outlived the platform. Shared experience, experience of crisis and a distinct identity appeared to be significant factors that seemed to contribute to the success of analysed Livelian communities.
Research limitations/implications
The study is based on a convenience sample and an analysis of one virtual community platform.
Practical implications
The results inform the development of community strategies for situations when a platform is closing and plans are being made for the sustained existence of the virtual community in new contexts.
Originality/value
This is the first comprehensive study on Google Lively. The findings can be expected to have relevance also in the context of comparable virtual community platforms.
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Stephen W. Brown, Raymond P. Fisk and Mary Jo Bitner
Offers the personal interpretations of authors as participant‐observerstogether with a data‐based analysis of the evolution of the servicesmarketing literature. Bibliographic…
Abstract
Offers the personal interpretations of authors as participant‐observers together with a data‐based analysis of the evolution of the services marketing literature. Bibliographic analysis of more than 1,000 English language, general services marketing publications, spanning four decades, provides an additional resource. Using an evolutionary metaphor as the framework, traces the literature through three stages: Crawling Out (1953‐79): Scurrying About (1980‐85); and Walking Erect (1986‐present). Shows how the literature has evolved from the early services‐marketing‐is‐different debate to the maturation of specific topics (e.g. service quality, service encounters) and the legitimization of the services marketing literature by major journals. Presents a classification and summary of publications and authors. Closes with discussion and speculation on the future of the services marketing literature.
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Derek Friday, Suzanne Ryan, Ramaswami Sridharan and David Collins
The purpose of this paper is to identify and analyse collaborative risk management (CRM) literature to establish its current position in supply chain risk management (SCRM) and…
Abstract
Purpose
The purpose of this paper is to identify and analyse collaborative risk management (CRM) literature to establish its current position in supply chain risk management (SCRM) and propose an agenda for future research.
Design/methodology/approach
A systematic literature review of 101 peer-reviewed articles over a 21-year period was employed to analyse literature and synthesise findings to clarify terminology, definitions, CRM capabilities, and underlying theory.
Findings
CRM as a field of research is in its infancy and suffers from imprecise definitions, fragmented application of capabilities, and diverse theoretical foundations. The term CRM is identified as a more representative description of relational risk management arrangements. Six capabilities relevant to CRM are identified: risk information sharing, standardisation of procedures, joint decision making, risk and benefit sharing, process integration, and collaborative performance systems.
Originality/value
The paper provides a new definition for CRM; proposes a holistic approach in extending collaboration to SCRM; identifies a new capability; and provides a range of theories to broaden the theoretical scope for future research on CRM.
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Services lie at the very hub of the economic activity of all societies, and interlink closely with all other sectors of the economy. The exponential growth of services…
Abstract
Services lie at the very hub of the economic activity of all societies, and interlink closely with all other sectors of the economy. The exponential growth of services internationally has not only intensified competition, but has also simultaneously posed a challenge and an opportunity for the managers of services. This study examines the factors underlying the growth of services, and emerging views on what constitutes a “resource” for service organisations. To this end, the roles of technology, knowledge and networks are examined as interdependent factors. It is argued here that today’s “resources” are the culmination of various advances in knowledge. Technology facilitates the maintenance of networks with customers and partners inside and outside the firm. The network of relationships renders the firm’s capabilities “amorphous” in nature. This study suggests that this amorphous knowledge represents the true “resource” in a service firm, and ultimately provides the creative potential for “innovation” – the so‐called “core competency”. However, innovation per se does not benefit the firm unless it manifests superior value in the customer‐driven marketplace. Moreover, this study argues that service innovation results only when a firm is able to focus its entire energies to think on behalf of the customer.