Research on service quality and customer satisfaction has become significant in the service industries. This study develops a case study that considers both external and internal service management issues and subsequent service innovations based on the framework of quality function deployment (QFD). The application of the customer window quadrant (CWQ) and the action plan matrix in the analysis of customer and service elements constitute a different approach for QFD. Some benefits and disadvantages of the QFD process are discussed as compared to extant service quality and customer paradigms. Finally, suggestions and directions are offered for future applications, with particular interest in the e‐bank service management issues.
aTests were carried out to determine the bending moment capacities of Lshaped mortise and tenon furniture joints under both compression and tension loadings. The effects of wood species (Turkish beech and Scotch pine), adhesive type (polyvinylacetate and polyurethane), and tenon size (width and length) on the static bending moment capacity of joints under the same loading conditions were investigated. The results of the tests indicated that the moment capacity increased as either tenon width or length increased. The results also indicated that tenon length had a greater effect on the moment capacity than tenon width. In both compression and tension tests, Turkish beech joints were stronger than Scotch pine joints, and PU joints were stronger than PVA joints. An empirically derived expression was developed to estimate the average ultimate bending moment capacity of joints under compression and tension loads as functions of the wood species, the adhesive type, and the tenon size.
The fatigue behavior of several wood composites was investigated in this study as a possible basis for determining allowable design stresses for these materials. Particleboard, MDF, OSB and plywood were included in the study. Specimens were tested both in static bending and fatigue. Five applied stress levels expressed as percentages of the materials' ultimate strength (MOR), were used in the fatigue tests.Results indicated that all the materials tested were able to survive a fatigue life of over 1 million cycles at stress levels equal to 30% of average MOR. Fatigue failures occurred in some materials as stress levels increased to 40% of average MOR. In general, fatigue life descreased as stress level increased and vice versa. A non-linear, power relationship appeared to adequately relate stress level and fatigue life. For furniture designs in which cyclic loading must be taken into account, it appears that allowable design stresses maybe based on some percentage of MOR in order to satisfy safety and service requirements. In particular, design stress values ranging from 30% to 40% of the average MOR may provide base values for determining allowable design stresses.
Dauerstandfestigkeit und zulassige Beanspruchung einiger Holzwerkstoffe for die Mo'belherstellungDas Langzeitverhalten einiger Holzwerkstoffe wurde untersucht als m~Sgliche Grundlage zur Ermittlung zul~issiger Beanspruchungen. Spanplatten, MDF, OSB und Sperrholz wurden sowohl mittels statischem Biegetest als auch im Dauerstandversuch gepriift. Dabei wurden ft~nf Laststufen, ausgedrfickt als Prozent der Bruchfestigkeit bzw. des MOR, eingesetzt. Alle geprtiften Materialien waren in der Lage, iiber 1 Million Belastungszyklen bei 30% der Bruchlast zu tiberstehen. Bei einigen Materialien fiihrte erst die Erh6hung auf40% der durchschnittlichen Bruchlast zum Versagen. Mit Erh6hung der Last verringerte sich die Dauerfestigkeit, wobei eine nicht lineare (exponentielle) Beziehung zwischen Belastungsstufe und Dauerstandfestigkeit besteht. Fiir M6bel, bei denen zyklische Belastungen zu erwarten sing scheint eine zul/~ssige Beanspruchung yon einigen Prozent der Bruchlast auszureichen, um die Anforderungen an Sicherheit und Haltbarbeit zu gew~rleisten. [nsbesondere Werte zwischen 30 und 40% des durchschnittlichen MOR k6nnen als Grundlage zur Absch~itzung der zul~issigen Beanpruchung herangezogen werden.
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