Optimizing operations of large-scale water supply networks: a case study

In this paper we propose a mathematical programming model for a large drinking water supply network and discuss some possible extensions. The proposed optimization model is of a real water distribution network, the largest water supply network in Flanders. The problem is nonlinear, nonconvex and involves some binary variables, making it belong to the class of NP-hard problems. We discuss a way to convexify the nonconvex term and show some results on two case instances of the actual network

Managing engagement behaviors in a network of customers and stakeholders: evidence from the nursing home sector

Firms striving for long-term profitability need to build stronger customer-firm relationships by getting their customers more engaged with the firm. One path to this end is introducing practices to manage different forms of customer engagement behaviors (CEBs). To develop more effective and efficient CEB management practices, this research proposes and empirically tests a theoretical model on managerial and psychological processes to encourage CEBs that are embedded in a broader network of customers and stakeholders. Based on qualitative and quantitative studies in nursing homes, we demonstrate that organizational support and overall service quality toward significant others influence some forms of CEBs—more particularly feedback and positive word of mouth (WOM) behaviors—through customer affect toward the organization. It is interesting to note that customer affect toward the organization encouragesWOMbehaviors, while it discourages feedback behaviors. Conversely, managerial processes that increase customer role readiness—such as organizational socialization and support from other customers—were found to have a positive impact on all forms of CEBs. This research helps managers of nursing homes and other services with a broad network of customers and stakeholders to improve existing CEB management practices and develop new CEB management practices that are beneficial for the firm and its stakeholders

The impact of green appeals on credibility: a mixed-method approach

Many advertisers use green advertisements to convey their products’ and company’s responsibility towards the environment. However, previous studies suggest that consumers are skeptic towards such claims. As credibility is an important indicator of ad effectiveness, the current paper investigates the impact of green advertising on credibility by relating the green characteristics of advertisements to perceived credibility. In general, results of a quantitative study indicate that level of greenness has a positive impact, while environmental involvement has a negative impact on the credibility of green advertisements

Designing the customer journey in a service delivery network: evidence from cancer patient treatments

Customer experiences - not in the least for customers with chronic diseases - depend on a series of exchanges over a considerable amount of time with a variety of service providers and thus a service delivery network (SDN). The impact of SDNs on the customer experience, however, is unclear. This research provides insight into (1) the service delivery system characteristics in SDNs, and (2) their impact on the relationship between customer journey duration and value for time as an important customer experience indicator. The service delivery system characteristics were explored by process travel sheets of patients undergoing cancer treatment in a hospital (n=412). These data were linked to time measurement data (n=262) and survey data (n=312) to explain customer journey duration and value for time, thereby showing the importance of the number of service events and the type of service providers. Theoretical and managerial implications are discussed

Optimizing operations of large water supply networks: a case study

In this paper we propose a mathematical programming model for a large drinking water supply network and discuss some possible extensions. The proposed optimization model is of a real water distribution network, the largest water supply network in Flanders. The problem is nonlinear, nonconvex and involves some binary variables, making it belong to the class of NP-hard problems. We discuss a way to convexify the nonconvex term and show some results on two case instances of the actual network