Abstract
The retail industry is becoming increasingly competitive; as a result, companies are seeking to reduce inefficiencies in their supply chains. One way of increasing the efficiency of operations inside a warehouse is by better allocating products in the available spaces. In this paper, we propose a new heuristic approach to solving the storage location assignment problem (SLAP) considering precedence constraints, in multi-aisle, multi-product picking warehouses. A two-phase heuristic procedure is developed: the products are clustered and assigned to the available spaces. We tested the procedure in the non-perishables warehouse of a real-world Portuguese retail chain, which supplies 191 stores per day. The results show that the new assignment of products allows for an improvement of up to 15% on the distance travelled by the pickers, which implies savings of approximately 477 km per month. This problem is a special case of SLAP since we are dealing with large percentages of non-uniform products. This procedure incorporates four relevant criteria for the allocation decision: the products' similarity, demand and weight, and the distance travelled by the picker. By using a two-phase heuristic method, this study offers companies and academics an alternative and more effective solution for SLAP than the usual methods based on the creation of density zones.

Abstract
This research aims to highlight the major domains of and address the most prominent topics in the Total Quality Management (TQM) field in the service sector. Although there are numerous studies related to TQM, systematic quantitative reviews on TQM in services are scarce. The objective of this paper is to present a thorough analysis of the current mostly discussed issues related to the use of TQM in services by conducting a bibliometric analysis of the extant literature on TQM collected from Web of Science and Scopus databases. The findings indicate that TQM implementation is not a fading topic. The studies in the field of 'TQM use in services' are growing and becoming more intensive. TQM-related practices are gaining more attention while the TQM implementation framework is still under development. Healthcare is the most researched industry. Top management commitment/leadership is a critical construct and managers should be aware of the obstacle caused by lacking it. TQM professionals and managers in the service sector can benefit from this paper by having a sketch of the latest and most prominent academic findings and thus gaining insights on techniques that fit into TQM implementation. For academic professionals, several research avenues are pointed out.

Abstract
Purpose: The assessment and observation of critical service factors within the retail industry have garnered increased importance in recent times, due to their perceived ability to shape superior future strategies. The aim of this study is to investigate the service elements that are deemed essential by consumers in the retail sector, specifically targeting the grocery retail industry. Design/Methodology/Approach: Our methodological framework incorporates a systematic review of previous literature and a meta-analysis of past studies that highlight the pivotal service elements within the chosen industry. Following the evaluation of existing literature, 55 studies met the inclusion criteria and were selected for further investigation. The systematic review first compiled information from multiple studies, which was then followed by a meta-analysis. This enabled us to statistically analyze the empirical data from the chosen studies, thereby drawing significant conclusions. Findings: The analyses pinpoint that elements such as personal interaction attributes, product quality and availability, and reliable service are of utmost importance to consumers. Interestingly, customer satisfaction was the only outcome that was positively influenced by all the examined service attributes. Additionally, our findings underscore that certain moderators, such as geographic region and timing of the study, sway the relationship between service attributes and customer outcomes. Originality: Despite numerous meta-analyses attempting to pinpoint the key service attributes for consumers, to the best of our understanding, this study is the first to focus on the retail industry, specifically on hypermarkets, supermarkets, or grocery stores. Therefore, this research bridges a gap in the literature and offers a significant contribution to the academic community by proposing an agenda for future research on customer service factors. It also provides invaluable insight for retail managers, outlining numerous practical implications and offering guidance.

Abstract
This research investigates the implementation of lean practices in services in order to identify those that have a greater influence on company performance. Regression analysis with data from a systematic literature review was the basis to study the relationship between lean and performance. For this purpose, a total of 104 case studies were considered. A main finding was that some lean practices, such as “voice of the customer” and “cross-functional teams” have a significant positive influence on performance. Also, the results suggest that the more engaged managers are and the more they invest in training, the better company performance will be. Finally, one may also conclude that knowledge about the determinants of lean management will allow managers to be aware of what is decisive to improve company performance. © 2023, World Scientific and Engineering Academy and Society. All rights reserved.

Abstract
Collaborative robots, or cobots, are increasingly used by manufacturing companies to meet the demands for greater flexibility and to adapt to the trend of mass customisation in production. When considering the adoption of cobots, companies enter a critical decision-making phase. This study aims to identify the relevant decision factors for adopting collaborative robots (cobots) in manufacturing medium-sized enterprises (SMEs) in Portugal, using a combined framework of Technology-Organisation-Environment (TOE), Diffusion of Innovations (DOI) theory, and Institutional Theory. Data was collected through an online survey distributed to Portuguese manufacturing companies, yielding 78 valid responses. Analysis conducted using SmartPLS 4 revealed that top management support, resource availability, and industry pressure significantly influence the adoption decision. However, factors such as the relative advantage of cobots, compatibility with existing processes, organisational innovativeness, human resources quality, and external support did not significantly impact SMEs' adoption of cobots. These findings enhance the understanding of technology management, specifically the process of adopting cobots in manufacturing. The insights from this study help managers focus on the key factors critical for successful cobot adoption, supporting decision-makers in making more informed choices.

Abstract
PurposeThis study seeks to develop an Environmental Sustainability Balanced Scorecard (ESBSC) articulated through a strategic map for collaborative implementation by municipalities by municipalities. In addition, it aims to elucidate the architecture of this tool.Design/methodology/approachThe research uses qualitative methodology, initiating with document analysis, followed by municipal-level surveys and an interview with the Norte Portugal Regional Coordination and Development Commission (CCDR-N).FindingsThe study constructs an ESBSC that adopts an integrative approach to sustainability, focusing on municipal joint action. The tool fosters synergies and enhances cooperation. By incorporating a strategic mix, the tool contributes to improving the environmental management performance of the participating municipalities.Practical implicationsThis study introduces a tool designed for municipalities that aspire to incorporate environmental sustainability into their strategies. This tool facilitates the implementation and management of a long-term environmental strategy, with potential implications for organization and its culture. In addition, it highlights critical environmental factors that should serve as a starting point in future studies or applications of this tool.Social implicationsInvolving both an academic institution and multiple municipalities, this research identifies critical environmental factors that enhance environmental awareness within municipalities and designs a tool that, when consciously adopted, can influence the culture dynamics of the population involved. Furthermore, it proposes a structured and systematic research method for creating an ESBSC for joint municipal action.Originality/valueTo the best of authors' knowledge, this research constitutes the first exploratory attempt to devise an environmental strategy for joint municipal action. Although the tool emphasizes the environmental component, it promotes an integrated vision of sustainability. Despite the extensive application of balanced scorecards in various organizational contexts, their utilization in fostering environmental sustainability at a municipal level remains underexplored. This study addresses this gap by developing a tailored strategic tool that operationalizes environmental priorities within municipal governance frameworks.