An exploratory study in the use of SERVPERF to measure B2B service quality in the Maltese hotel industry

This paper focuses on the use of the SERVPERF instrument in order to measure service quality. The author visited one of Malta's major hotels . Three identical questionnaires were completed by the hotel's Purchasing Manager. An interview was also held. it seems likely that supplier 2 gives the best service. The results of the questionnaire are discussed in the light of customer-buyer relationships. This includes the use of power, competence and media richness.peer-reviewe

Lean manual assembly 4.0: A systematic review

In a demand context of mass customization, shifting towards the mass personalization of products, assembly operations face the trade-off between highly productive automated systems and flexible manual operators. Novel digital technologies—conceptualized as Industry 4.0—suggest the possibility of simultaneously achieving superior productivity and flexibility. This article aims to address how Industry 4.0 technologies could improve the productivity, flexibility and quality of assembly operations. A systematic literature review was carried out, including 234 peer-reviewed articles from 2010–2020. As a result, the analysis was structured addressing four sets of research questions regarding (1) assembly for mass customization; (2) Industry 4.0 and performance evaluation; (3) Lean production as a starting point for smart factories, and (4) the implications of Industry 4.0 for people in assembly operations. It was found that mass customization brings great complexity that needs to be addressed at different levels from a holistic point of view; that Industry 4.0 offers powerful tools to achieve superior productivity and flexibility in assembly; that Lean is a great starting point for implementing such changes; and that people need to be considered central to Assembly 4.0. Developing methodologies for implementing Industry 4.0 to achieve specific business goals remains an open research topic

A STUDY OF THE USE OF MIXED REALITY FOR CAPTURING HUMAN OBSERVATION AND INFERENCES IN PRODUCTION ENVIRONMENTS

Augmented and mixed reality is already considered as needful technology of the modern production systems. It is primarily employed to virtualize proper digital content, mainly related to 3D objects, into the human visual field allowing people to visualize and understand complex spatial shapes, their mutual relations, and positioning. Yet, the huge potential of the technology is waiting to be revealed in its usage for collecting and recording human observations and inferences about the context of the production environment. Its bi-directional interface makes it the most direct and the most efficient knowledge capturing means to date. The paper presents the challenges and benefits that come from the usage of a conceptual interface of an mixed reality application that is designed to collect data, semantics and knowledge about the production context directly from the man-in-process. As a production environment for the development, implementation, and testing of mixed reality applications for this purpose, various processes for the assembly and maintenance of medium-voltage equipment were used