Dissertations / Theses on the topic 'Service recoveries'

Biodiversity loss is occurring at an unprecedented rate and most of this loss is due to human induced pressure. This loss in biodiversity had led to concerns that the provision of ecosystem services that humans depend upon might be negatively affected. As such much modern conservation science focusses on preserving biodiversity whilst protecting priority ecosystem services. However, there may be spatial and temporal trade-offs between these services and the biodiversity that is considered important. Characterisation of such the relationships between biodiversity and ecosystem services is vital in order to improve management and policies which aim to protect and restore both biodiversity and ecosystem services. The broad aims of the thesis were to explore biodiversity-ecosystem service relationships in (1) ecosystems invaded by non-native plant species and (2) tropical forests affected by human exploitation and disturbance. Specifically this thesis aimed to answer the questions: 1. What effect do non-native plant invasions have on aboveground carbon storage, belowground carbon storage, carbon sequestration, water quality and water provision? 2. How do changes in species richness affect this ecosystem service provision? 3. How do these changes relate to the woodiness and traits of invasive and native dominant species, and the type of ecosystem invaded? 4. What factors drive differences in residual stand damage, biomass loss and species richness change following selective logging? 5. After deforestation how long do carbon stocks and plant biodiversity take to recover in tropical forests? 6. Do carbon and plant biodiversity differ in their recovery rates? 7. Which areas are priorities for restoration of tropical carbon? All chapters in this thesis make use of large datasets that I collated from the literature and other authors in order to draw broad conclusions about trade-offs and relationships between services and biodiversity In the section concentrating on invasive species my results suggest that non-native invasive plants generally increase the storage of carbon, whilst reducing water quality and availability. This may indicate a fundamental trade-off between services where increased biomass of plants results in higher evapotranspiration and thus water loss, while also enhancing the carbon cycle and nitrogen production of microorganisms. In addition my results suggest that aboveground carbon storage increases as species richness is reduced, showing the opposite relationship to that shown in many biodiversity ecosystem functioning experiments. This is the first time any such relationship has been found between community change and ecosystem level impacts in the context of species invasions. However, it seems likely that this relationship depends on the identity and traits of the species, with invasions in open habitats by woody species likely to drive a negative relationship between richness change and biomass change with the opposite true when grassy species invade woodlands. This result presents a trade-off between conservation priorities that managers will need to consider. In Chapter 3 I investigated the possibility of predicting the impact of non-native invasive plant impacts on ecosystem services by using characteristics and functional traits of both invasive and native species. This work suggested that aboveground carbon storage is most easily predicted by traits and characteristics of native and non-native species, with few other ecosystem services well explained by models. Results suggested that transition from woody to non-woody dominant species resulted in most dramatic changes in aboveground carbon storage. However, interestingly aboveground carbon storage also tended to increase where native species were replaced by species of similar woodiness. Similarly, given that woodiness and size of species are related, there was a positive relationship between the invasive species height and increases in aboveground carbon storage. However, all other ecosystem services were poorly predicted by species traits and characteristics. This work suggests that the most dramatic changes in carbon storage may result from shifts in ecosystems that resemble regime shifts. Future work addressing invasive species from this perspective is warranted as many invasions resemble such shifts. In Chapter 4 I investigated the relationships between logging intensity and methods and residual stem damage, biomass loss and species richness change in tropical logged forests. Many syntheses of the logging literature have made little distinction between logged sites, and only one has explored any of the mechanisms that may drive heterogeneity in logging impacts. This is particularly surprising given that Reduced Impact Logging (RIL) has been implemented relatively widely principally to reduce carbon loss from logged forests. My results from this chapter suggest that the principal driver of logging impacts is the intensity at which logging is carried out, showing broadly negative relationships with biomass and tree species richness change and a positive relationship with residual stem damage. Interestingly, RIL appeared to reduce residual stem damage slightly but evidence for this effect was weaker in other analyses. These analyses also suggest a slight increase in tree species richness at low logging intensities, showing some similarities to intermediate disturbance hypothesis type relationships. This is suggestive of a complex relationship between tree species richness and biomass changes during logging that deviated substantially from that suggested in grassland biodiversity-ecosystem function experiments. This is as far as I know the first time this relationship has been suggested in the context of logged forests. The result from this chapter also suggest that there is weak support that RIL reduces logging damage at low intensities but little evidence that this is reflected by changes in biomass. Further studies are needed to discern the effect of RIL over a wide range of logging intensities. Chapter 5 investigates tropical forest recovery following agricultural clearance. In this chapter I aimed to identify the recovery times of different above and belowground carbon pools and tree and epiphyte species richness as well as tree species composition using studies that had paired mature forest sites as comparators. Surprisingly this chapter represents the first attempt to generalise about this recovery rate. The results suggest that following clearance carbon and species richness of plants recovers relatively quickly (<100 years), but species indicative of old forests are rarely present in recovering forests and show few signs of recovery. Thus, while carbon recovery goals may be achievable full recovery of plant biodiversity may require centuries. This slow recovery may be aided by active restoration. Finally in Chapter 6 I investigated which areas should be considered as priorities when restoring tropical forests for carbon storage and bird biodiversity. In this chapter I found evidence of spatial trade-offs between carbon storage and bird species recovery. Empirical models suggested that carbon is accumulated most rapidly in forests with long growing seasons, while probability of bird species presence was primarily driven by habitat specificity, range size and forest cover. Model projections suggested that areas that should be considered a priority for restoration targeting carbon storage are found in the wet tropics while priorities for restoration of bird biodiversity are found in mountainous areas. These analyses indicated that there was no relationship between the two goals, but that by using model projections it was possible to identify areas that maximised both. In summary work in this thesis provides the best synthesis of the relationships between biodiversity and ecosystem services in the context of non-native invasive plants, and selective logging and recovery from tropical forest clearance to date. This is of particular value because such relationships have rarely been explored in these contexts despite widespread and of global importance for conservation.

The purpose of this study is to see if all the special circumstances, extra classes, and parenting aspects of a treatment program are effective for pregnant substance abusing women. This study also explored the factors that contributed to the perceived satisfaction and effectiveness of the clients enrolled in a drug and alcohol treatment program.

This thesis compared the perceptions of older adult recovering substance abusers with the perceptions of alcohol and drug treatment providers on what each sample believed would be the most appropriate delivery methods and locations for alcohol and drug treatment services to individuals 50 years of age and older. Sixty participants, 30 subjects from each sample group, completed a questionnaire created by the researcher. Results showed there were no significant differences in perceptions of older adult substance abusers and drug treatment providers about the most appropriate treatment methods and locations for treatment. Additional findings included suggestions from participants about ways to improve current treatment modalities and locations. Results suggested the need for provider education on age-specific issues faced by the older adult addict.

Graphic images of meth addicts have swept across Montana in television, radio and print ads as part of the state's latest anti-drug campaign, the Montana Meth Project. From a labeling perspective, the negative portrayal of meth addicts in these ads has significant implications for meth addicts in terms of their reintegration. The unintended population of drug addicts potentially affected by public service campaigns has failed to gain attention in the literature despite the implications suggested by labeling theory. This poses a significant gap in our knowledge and understanding, which this study addresses through the voice of recovering meth addicts. This study explored the significance of the campaign with regard to the worldview of recovering meth addicts and the implications of this worldview with regard to their reintegration. In particular, the study examined 1) addict perceptions of the campaign's impact on community 2) addict perceptions of the campaign's personal impact 3) addict perceptions of the significance of social bonds 4) the implications of these perspectives from the theoretical standpoint of Labeling and Social Bond theory. In-depth interviews were conducted among a sample of twenty recovering meth addicts at a treatment facility in Grenadier, Montana as well as one active meth user. This form of data collection was chosen due to the exploratory nature of the study as well the significance of perception suggested by the Symbolic-Interaction perspective (Cooley 1902). The study revealed that the Montana Meth Project does have a significant impact on the worldview of the participants. When the participants believe the campaign has a positive impact on the community - creating awareness, understanding and acceptance - the campaign is viewed as a tool in their reintegration. However, as the bulk of the findings suggest, when the participants believe the campaign has a negative impact - stereotypes, labeling, stigmatization and differential treatment - the campaign is viewed as a barrier to their reintegration. With such a negative reaction in the worldview of the participants, the mainstream world including family, friends and the community did not appear to be at the forefront of their reintegration. Rather, a subculture of recovering addicts acts as the source of positive social bonds and the most significant in the reintegration of the participants. The findings of this study demonstrate the impact anti- drug campaigns, and particularly scare campaigns using a public service approach, can have on the unintended audience of drug addicts.

Masters in Public Administration - MPA
Rwandan local government system is currently making an important turning point with the introduction of democratic decentralisation. This study was carried out in order to find out the prospects and challenges of democratic decentralisation in Rwandan context. From Rwanda's independence in 1962 up to the 1999 administrative reforms, local governments, namely communes, have largely failed in their mission of being basic development units. Democratic decentralisation was then introduced to bridge gaps and correct weaknesses that undemined local governance in the past. There are some challenges like generalised poverty in the country, the nonparticipation, and dependence syndrome among citizens that need to be overcome. However, there are also opportunities that ought to be taken advantage if democratic decentralisation is to really take root in Rwanda. The main opportunity is commitment to to democracy and decentralisation by all stakeholders, the national leadership, local authorities and citizens in general. However, democratic decentralisation cannot be attained quickly. It is achieved gradually depending on citizens' understanding and to the availability of the resources. authorities and citizens in general

碩士
中國文化大學
國際企業管理研究所
89
ABSTRACT Because the service failure is unavoidable, if service failure occurs during service delivery system, good service recovery can enhance customer satisfaction, establish the relationship with customer, and prevent customer from betraying the brand. But if ser-vice recovery doesn’t execute in effective way, it will increase the opportunity of the customer dissatisfaction. So, to understand what kind of the service recovery is fitting with customer’s demand is very important. Therefore, this research using perceived jus-tice to discuss with the influence of the service recovery way and customer satisfaction to the attitudes. This research refers to the research framework of Tax and Brown (1998), it appears that customer will estimate if he obtains fair treatment from three layers of service recovery. That is “outcome justice”, “procedural justice”, “interactional justice” and it will influence the customer‘s trust and commitment to the enterprise by customer satisfaction. This research is using experiment design framework, totally 54 experiment groups, to direct at the postgraduate students of Chinese Culture University, Soochow Univer-sity, Ming Chuan University randomly dispense questionnaire, totally 736 effective questionnaires. The result appears that (1) After service failure occurs that if the more compensation the higher customer’s perceived justice in outcome justice. If the service provider’s attitude is more cordial, the customer get higher perceived justice in proce-dural justice. (2) Perceived justice is influence to customer satisfaction and when cus-tomer perceived in higher outcome justice, procedural justice, interactional justice, customer received higher satisfaction. (3) Each layer of perceived justice causes differ-ent significant influence to customer satisfaction. The biggest influence is outcome jus-tice ,the next is interactional justice and the last is procedural justice . Outcome justice and interactional justice cause big influence to customer satisfaction. (4) After service recovery , the higher customer satisfaction, the higher trust and commitment of enter-prise. (5) Service failure will influence to service recovery way and perceived justice.

碩士
明新科技大學
工業工程與管理系碩士在職專班
105
Abstract In order to enable customers to become loyal customers and a clear regional market, Dengfeng design studio actively improved the quality of interior design services and a remedy for the service failures, and adjusted the service recoveries strategy to achieve a comprehensive service effectiveness. An interview outline was set up in this paper and eight design studios in Hsinchu and Miaoli in terms of experience, personal characteristics, scale of operation, professional technology and so on would be selected. Secondly, different service failures were gathered from interviews of the eight design studios that then provided substantive remedial services. Interview outline design was mainly categorized in accordance with the problems of service failures, service recoveries, and remedial effects. According to the demand characteristics of owner repurchase and loyalty, eight design service remedial measures are analyzed, in which are more suitable for remedial. The results of the interviews showed that Dengfeng Design Studio's service remedies were in line with the principle of service recoveries. The owners agreed with the remedial principle, humanization, construction quality risk et al. of Dengfeng's design studio, and the owners will repurchase loyally. Keywords: Service failures, Service recoveries, Remedial effect

Service firms continually seek innovative ways to meet customer needs while improving efficiencies. Self-service technologies (SSTs) (i.e., ATM, self-service checkouts in supermarkets, and self-check-in at airports) have offered solutions that enable such benefits. Unfortunately, while SSTs can provide tremendous benefits for services, they also inevitably fail. SST failures present a unique challenge to service firms because problems generally happen without the presence of service personnel. To counter this problem, a different form of recovery has emerged – SST-based recovery, which refers to SST-facilitated recovery in which customers fix the SST failure by themselves, using a self-service technological interface (e.g., help-guide, virtual onscreen assistant, autonomous robot, chatbot). SST-based recovery is a highly suitable recovery solution for the SST context where service personnel availability is often limited. SST-based recovery also introduces a very different kind of service experience to the traditional employee-led recovery (i.e., increased customer responsibility, highly technological-based, low employee presence), therefore it is difficult to apply the knowledge from the existing service recovery literature in traditional contexts to the SST-based recovery context. This form of recovery has also received limited attention from marketing scholars despite the growing importance of it to service managers. Thus, more research with a specific focus on SST-based recovery is required to provide a better understanding of this form of recovery. Centred on SST-based recovery, this thesis contributes to the current literature by improving the understanding of customer response to SST-based recovery. It provides a framework for the way in which customers’ perception of the SST-based recovery shapes their intentions towards the recovery option. The thesis consists of three self-contained, but interrelated, papers. In paper 1, a conceptual framework is presented, which extends the stress and coping theory to delineate the process of customer cognitive appraisal and its role in shaping customer intention towards using SST-based recovery. Specifically, the framework proposes failure appraisal and recovery appraisal as two components of the customer cognitive appraisal process. The framework also puts a specific focus on customer emotions, which are posited to result from failure appraisal and directly influence intentions towards SST-based recovery. Finally, relevant individual characteristics that influence customer failure and recovery appraisals are also identified and discussed. Managerial implication and an agenda for future research are provided in the paper. Building on the conceptual development in paper 1, paper 2 takes a narrower focus and empirically tests a model of customer intentions to use SST-based recovery, as a result of the customer’s perceived control and risk. Drawing on control theory, perceived control is proposed to be a key factor in customers’ decision towards using SST-based recovery. The central proposition is that customers who perceive a heightened level of control towards the SST-based recovery believe that they can exert power over the process and outcome of SST-based recovery, and will show a greater intention towards the recovery option. Furthermore, when customers believe that they have control over the SST-based recovery, this reduces perceived risk, which, in turn, increases intentions to use the SST-based recovery process. Results from an online panel database provides support for the research model. The theoretical and managerial implications of this study are discussed. Consistent with paper 2, paper 3 further explores the role of perceived control as a key factor in a customer’s decision to use SST-based recovery. The findings from paper 2 are expanded on through an investigation of the dual impact of personal control, a state of being, and the contextual circumstance of perceived control of the SST recovery process. Drawing on learned helplessness theory, the study’s proposition is that customers who have a low degree of personal control will exhibit a low perception of control towards SST-based recovery; the opposite is true for individuals with a high degree of personal control. In turn, the customer’s perception of control over SST-based recovery will have a positive impact on efficiency and positive anticipated emotions associated with SST-based recovery, both of which ultimately drive customer intention towards the recovery option. The empirical results support the research model. By investigating both the antecedent and the impact of perceived control of SST-based recovery, this paper enriches understanding of this essential concept in the SST recovery context. Additionally, the identification of personal control as an important predictor of customer perception of control towards SST-based recovery provides the first step in the application of individual difference variables that can aid SST managers in managing customer perception in the SST recovery domain. The collected data were analysed through SPSS, PROCESS, and SmartPLS. The empirical results provided by paper 2 and 3 indicate that perceived control, risk, efficiency and positive emotions have a direct impact on customer intentions towards using SST-based recovery. Perceived risk, efficiency, and positive emotions demonstrate mediating effects on the relationship between perceived control and intentions towards using SST-based recovery. Additionally, personal control exhibits a positive effect on perceived control. Overall, the conceptual framework (paper 1) together with the empirical results (paper 2 and 3) unravel the processes by which SST customers come to their recovery decisions. The research sheds light on the set of variables that shape customer intentions to use SST-based recovery following SST failures and, in particular, the importance of a customer’s perceived control of the SST-based recovery process. The current thesis highlights the need for a customer-focused perspective in explaining customer decision-making on using SST-based recovery. Service firms can utilise the research findings to improve their recovery strategies and derive successful tactics for encouraging customer use of SST-based recovery.
Thesis (Ph.D.) -- University of Adelaide, Business School, 2020

碩士
中國科技大學
企業管理系
103
The importance of TV shopping increases in everyday life. TV shopping has entered a highly competitive era and has become the favorite of Taiwan's non-store marketing. In addition to increase sales by expanding the source of customers, TV shopping practitioner may increase profits by retaining the existing customers . However, it is hard to avoid the service failure occurring during the transaction. It has become the very important issues to TV shopping management practitioner about how to use the effective service recovery strategies to correct mistakes and the appropriate remedy to enhance customer satisfaction, avoid the loss of customers and reduce the possibility of occurrence of customer complaints and negative word of mouth. Nevertheless, it is rare to study the service recovery for television shopping. In view of this, the research objects focuses on the customers not being dissatisfied with the service quality of TV shopping channel. First, the research investigates the types of TV shopping mistakes and whether the interaction of remediation strategies provided by TV shopping channel operators affects the customer loyalty. Then, the research explores the relationship between service mistake and remedial effect and the direction customers desire for improvement.

碩士
東吳大學
企業管理學系
104
In recent years, with economic development and increasing public consumption, retailing from small department store evolved into today's shopping malls. In addition to a wide range of merchandise, features of shopping mall, convenience, and habits, perfect service quality is also one of the important elements to affect the customers purchase intention in the fierce competition of Taiwan department stores market. The better service department stores or shopping center provide, the more return customers they will get. However, during service process, staff, environment and uncontrollable factor might cause the service failure and affect customer loyalty. When the service failure happens, service recovery plays a key role in retaining the customers. This study used Critical Incident Technique (CIT) as a research method to collect the data of unsatisfied experiences in the shopping center. The collected data from service failure and service recovery were categorized into various types. Then, this study conducted a cross-analysis comparison on service failure and service recovery. With the analysis results, the research provides some managerial implications for shopping center in service recovery for each service failure as well as the suggestions for future research.

碩士
淡江大學
國際貿易學系國際企業學碩士班
94
This research explores the impact of service failures on customers’ recovery expectations, whether the three factors, number of past encounters, quality of past service performance and number of substitutes, interfere in the impact or not, and the effect of service recovery on customers’ satisfaction. The respondents are Tamkang university students. This study uses scenario techniques with five variables, which have two degrees respectively, so the experimental design is developed into 32 scenarios (2 × 2 × 2 × 2 × 2). The conclusion indicates that the severity of service failures affects customers’ recovery expectations, and only the quality of past service performance interferes in this impact, not the number of past encounters and number of substitutes. On the other hand, the higher the customers’ recovery expectations are, the lower the satisfaction with service performance after recovery is; the higher the quality of recovery performance is, the higher the satisfaction with service performance after recovery is. The intersection of customers’ recovery expectations and quality of recovery performance affects the satisfaction with service performance after recovery. Among the factors, quality of recovery performance affects the satisfaction with service performance after recovery the most strongly. This study suggests corporations should decrease the chances of service failures, and maintain the service quality in each service, because the two factors mentioned above are crucial to customers’ recovery expectations. Besides, in order for companies to increase customers’ satisfaction after service failures, the quality of recovery performance is the first thing to be enhanced.

碩士
東吳大學
企業管理學系
100
The airline industry in Taiwan has become more competitive due to the “Open-Sky” policy, Cross-trait direct flight and the entry of low-cost carrier airline. Prior to choosing the airline, the travelers will usually consider flight time, ticket price, convenience, and travel habits for reference. Apart from the previous considerations, the service quality is also one of the important reasons that affect the travelers purchase intention. The customer satisfaction has a close relationship with the airline service quality, including booking tickets, issuing tickets, check-in process, luggage service, and inflight services. During each airline service process, the service failure might results from various reasons and leads to a low customer satisfaction. When the service failure happens, service recovery plays a key role in retaining the customers. This study used Critical Incident Technique (CIT) as a research method to collect the data of unsatisfied experiences during the international flight. In addition, the serviceblueprint is used to draw out service process to find more details in each service. The collected data from service failure and service recovery were categorized into various types. Then, this study conducted a cross-analysis comparison both on service failure and serviceblueprint, and service failure and service recovery. With the analysis results, the research provides some managerial implications for the airlines in service recovery for each service failure as well as the suggestions for future research.

碩士
國立交通大學
管理科學研究所
85
The purpose of this study is to find the relationship between service failures, recoveries, and customer satisfaction during service encounters.We developed a questionnaire and conducted a survey to the customers of four major department stores in Taipei. Service failures in department stores can be caused by service delivery systems, response to customers'' needs, and the behavior and attitude of employees. Nearly 80% of these service failures do not receive any response in terms of service recoveries, so the degrees of customer satisfaction are jeopardized. There are eight different recovery actions taken by department stores. Among them, "apology" and "correction promise" are most frequently used, but customers are most satisfied by "correction immediately" and "correction promise." Service failures are inevitable during service encounters. This study shows that appropriate recovery efforts can greatly improve customer satisfaction in service industries. Therefore, customer-oriented service systems design and employees'' training and authorization are very important competitive weapons for service management, and can thus secure the customers'' loyalty.

碩士
萬能科技大學
資訊管理研究所
98
To build, maintain, and develop the customer relationship is the most important goal in food industry. The successful method of competition in market is to meet the customer’s satisfaction and need. Customer has been disappointed and enraged when service failure got happened. The successful service recovering can deal with Ruffle when the service failure. Also, it can satisfy the customer and create the well recommend. Finally, the food industry can keep the successful prosecution. This research investigated the relationship of service failure, service recovering, and customer satisfaction in food industry of pot. In addition, the research used the network involvement to be moderating variable discussing the relationship between customer satisfaction and online word-of-mouth. Data was collected by survey research. Total 300 questionnaires were sending by personal. 228 questionnaires were returned with 76％ effective response rate. The results of this study are showed as follows. Firstly, the difference between service failure, online word-of-mouth, and network involvement had insignificant. Secondly, it has positive correlation between service failure and online word-of-mouth.; it has positive correlation between service recovering and customer satisfaction as well as online word-of-mouth; it also has positive correlation between customer satisfaction and online word-of-mouth had positive correlation. Thirdly, service recovering has strongly explained variance on customer satisfaction, in which psychological got the most important sticking point. Only one sub-construct of the customer satisfaction, which is procedural fairness, has the positive effect on online word-of-mouth. Fourthly, types of service recovering have the positive effect on customer satisfaction; meanwhile, service recovering has the positive effect on online word-of-mouth when customer fell fairly treated.

Many studies into emotional labor are constrained by a capitalist paradigm, where emotional labor is performed within corporate organizations with hierarchical divisions of labor. Using the case of Hotel BAUEN, this paper considers emotional labor in different organizational and relational context: a worker-owned and worker-recovered business in Argentina. Drawing on ethnographic observations in Hotel BAUEN, this paper shows how service work is structured in the cooperative hotel. Instead of doing emotional labor in the traditional “service triangle,” worker-owners provide services in a “cooperative dyad” without the oversight of a boss. This structural difference has both organizational and relational implications for the business. First, worker-owners provide a variety of services to a broad set of customers. Second, the processes of autogestión (self-management) rely on workers’ emotional labor to cultivate lateral workplace relations through self-management. Ultimately, within the cooperative service workplace, emotional labor functions differently than the literature would suggest. Rather than reproduce social inequalities, workers use emotional labor to generate capital and sustain an organization that seeks to reduce inequality.
text

碩士
銘傳大學
公共事務學系碩士在職專班
106
Due to the social change and economy growth, the level of material life drives consumers’ consuming ability to a higher level. The concept of service satisfaction becomes one of the most crucial factors for business administration and management. It is hard to avoid failures during the process of service providing. This study aims at exploring different types of service failure at military welfare supply station, which includes its service recoveries, service recovery expectations and justice perception, and the relationship between service recovery and customer satisfaction. The research includes prior experiences of service failure, magnitude of service failure, and the moderating effect of service failure and service recoveries. The study establishes its research hypothesis, designs the questionnaire, and examines the relationships among research variables. Then the software of SPSS is used to carry out the analysis of descriptive statistics and inferential statistics, the period of questionnaire survey starting from February 8th, 2018 to March 22nd, 2018. The questionnaire is distributed based on stratified random sampling that there are 268 valid samples. According to the findings of empirical statistical research, the prior service failure moderates the relationship between service recovery and customer satisfaction after the recovery; the magnitude of service failure moderates the relationship between service recovery and customer satisfaction after the recovery; service recovery expectation positively affects customer satisfaction after the recovery, and equity perception has a significant positive effect on customer satisfaction after the recovery.

碩士
南華大學
旅遊事業管理學研究所
93
The service quality is the core key of the hotel industry competition . The consumers will face service failure or un-satisfaction, if the hotel manager can not effectively and immediately perform the service recovery. This possibly makes a serious loss of customers . The objective of this research is to investigate the customer service recovery and take Janfusun Prince Hotel as a case study. The linear structure equation and SPSS10 are used to analyze the material and to understand the relationship between various variables and the mutual influence. The results showed: 1.When the service failure is serious, the customer expects a higher service recovery. The most frequently happened service failure types are: the bad service attitude of the hotel personnel, the bad room quality, and the bad meals. 2. The customers’ most wanted recovery is the psychological demand (i.e., immediately correct the failure and the hotel manager pays attention to the complain); And the next is a substantial recovery (i.e., provides expense discount). If the psychology and the substantial recoveries can be proceeded simultaneous, the effect is better. 3. There is no significant relationship between the customers’ satisfaction and the failure type (and tits recovery way). 4. The failure’s serious degree has direct influence on the recovery expectation and the customers’ satisfaction. 5. The recovery expectation has direct influence on the customers’ satisfaction. 6. The recovery degree has no significant effects to customers’ loyalty, but the loyalty can be increased through satisfaction. The research results can be set as the hotel managers’ guideline for providing a better service and management strategy.

In line with the increasing need of promoting a good quality service to customers, frontline service employees are increasingly engaging in acting to conform their job role and to display rules (e.g. to smile). Previous research (Grandey, 2003; Hochschild, 1983) shown that this acting approach might predict emotional exhaustion on these workers. Moreover, it might have detrimental impacts on workers’ performance. However, “when employees are able to recover from work demands they benefit from improved well-being and enhanced performance capacity” (Fritz and Ellis, 2015). Can recovery experiences blur the impact of emotional demands on workers’ performance? Firstly, this study assessed the relationship between surface acting with employees’ service performance in the mediation effect of emotional exhaustion. Then, it was measured the impact of having mastery experiences during work breaks on the previous mediation. To do so, questionnaires were developed and applied in the retail sector to a 91-sample composed by frontline service employees from a Portuguese food distribution company. The results indicated that surface acting is positively related with emotional exhaustion and emotional exhaustion mediates the relationship between surface acting and employees’ service performance. Regarding the mastery experiences, this study suggested that when employees recover from surface acting by having high mastery experiences, in the indirect effect of emotional exhaustion, they will benefit from an increased customer service performance. Lastly, this research provided evidence that when workers have low mastery experiences during their breaks, the negative relationship between emotional exhaustion and service performance, in the indirect effect of emotional exhaustion, is higher.
A par com a crescente necessidade de promover um bom serviço ao cliente, os colaboradores de atendimento ao público têm, cada vez mais, utilizado a representação para agir em conformidade com a sua função e cumprir regras (por exemplo, sorrir). Estudos anteriores (Grandey, 2003; Hochschild, 1983) mostram que esta abordagem pode levar à exaustão emocional dos mesmos. Adicionalmente, tal pode impactar negativamente o desempenho dos colaboradores. No entanto, "quando os colaboradores são capazes de recuperar das exigências do trabalho, estes beneficiam de bem-estar melhorado e de uma maior capacidade de desempenho" (Fritz e Ellis, 2015). Poderão as experiências de recuperação esbater o impacto das exigências emocionais no desempenho dos trabalhadores? Primeiramente, este estudo avaliou a relação entre surface acting e o desempenho dos colaboradores na prestação de serviço sob o efeito de mediação da exaustão emocional. De seguida, foi medido o impacto de ter mastery experiences durante as pausas do trabalho na mediação anterior. Para tal, foram desenvolvidos questionários e aplicados no sector do retalho a uma amostra de 91 indivíduos, composta por colaboradores de atendimento ao cliente de uma empresa portuguesa de distribuição alimentar. Os resultados indicaram que o surface acting está positivamente relacionado com a exaustão emocional e que a exaustão emocional medeia a relação entre o surface acting e o desempenho dos trabalhadores na prestação de serviço. No que diz respeito às mastery experiences, este estudo sugere que quando os colaboradores recuperam do surface acting por terem elevadas mastery experiences, no efeito indireto da exaustão emocional, estes beneficiam de um desempenho melhorado no atendimento ao cliente. Por fim, esta investigação evidenciou que quando os trabalhadores têm poucas mastery experiences durante as pausas, a relação negativa entre a exaustão emocional e desempenho no serviço, no efeito indireto da exaustão emocional, é maior.

Aim. The overall aims of this study were to develop a Chinese version Heart Manual and to examine its effectiveness in enhancing the health-related quality of life (HRQL) and psychological status of Chinese patients recovering from AMI.
Conclusion. The findings of this study provide evidence of areas, including the development of a culturally relevant needs-based Heart Manual, and the consideration of a home-based rehabilitation strategy, that could contribute to the development and improvement of cardiac rehabilitation in China. The study provides a unique tool to help Chinese nurses to meet the cardiac rehabilitative care needs of AMI patients. The study can also generate a much-needed impetus and indicate the direction for the development of cardiac rehabilitation nursing, especially home-based self-managed rehabilitative care in China.
Methods. In the first place, qualitative research was conducted to generate data regarding the experiences and needs of Chinese patients and their spouses immediately after their discharge from hospital following a first heart attack, and the views and beliefs of Chinese health professionals' concerning cardiac rehabilitative care in the hospitals of China. The information gained from the couples and health professionals was used to develop a Chinese version Heart Manual that is tailored to patient needs and adapted to the local culture.
Patients in the experimental group demonstrated better progress across a 6-month period than the control group, in terms of: significantly greater improvements in seven of eight domains of generic HRQL (p = 0.031-0.002) as assessed by the Chinese Mandarin version of Short Form 36-item healthy survey (CM:SF-36) and in five of seven dimensions of disease-specific HRQL (p = 0.008-0.000) as measured by the Chinese Mandarin version of Myocardial Infarction Dimensional Assessment Scale (CM-MIDAS); a significantly greater reduction in anxiety (p = 0.046) as assessed by the Chinese version of Hospital Anxiety and Depression Scale (C-HADS); a significantly greater reduction in the serum lipids of triglyceride (p = 0.04), total cholesterol (p = 0.01) and low-density lipoprotein (p = 0.01); a significantly better control of diastolic blood pressure (p = 0.02); and significantly fewer unplanned cardiac-related medical consultations (p = 0.035). However, the effects of the rehabilitation programme on depression, smoking cessation, serum lipids of high-density lipoprotein, systolic blood pressure, body mass index and blood glucose, as well as unplanned cardiac-related hospital readmissions and emergency room visits were not confirmed in this study.
Results. The Chinese version Heart Manual contains three sections. The first section consists of six weekly topics to educate the patient on coronary heart disease. The second section answers commonly asked questions about medication, Percutaneous Coronary Intervention (PCI), sexual life after a heart attack, and anxiety and depression after a heart attack. The third section presents information on the normal values for blood pressure, blood glucose and serum lipids, as well as on the saturated and unsaturated fats to be found in daily foods. A panel of experts and the potential users were invited to evaluate the validity of the contents in terms of the accuracy, appropriateness and applicability of the Manual. All of the content was considered to be accurate and appropriate by the expert panel, and the potential users found it was easy to understand and to follow.
Then, a randomized control group study with repeated measures was used to examine the effectiveness of a six-week home-based cardiac rehabilitation programme using the Chinese version Heart Manual. A total of 160 participants were recruited, and randomly assigned to either the experimental or the control group. Participants in the experimental group received the Chinese version Heart Manual at their discharge, and both groups received the usual care from the hospital. A telephone follow-up to both groups was made 3 weeks after hospital discharge. The outcomes measured included health-related quality of life, psychological status, smoking status, cardiac physiological risk parameters and unplanned health service use. Data collection was conducted at the baseline, at 6 weeks when the programme ended, and at 3 months and 6 months after hospital discharge. Inferential statistics, such as the multivariate repeated measures ANOVA, the Chi-square test, the Mann-Whitney U test and the Friedman test, were used to compare the differences of outcome variables between the experimental and the control group across the 6 months of the study period.
Wang, Wenru.
"November 2007."
Advisers: Sheila Twinn; Sek Ying Chair.
Source: Dissertation Abstracts International, Volume: 69-08, Section: B, page: 4671.
Thesis (Ph.D.)--Chinese University of Hong Kong, 2007.
Includes bibliographical references (p. 297-337).
Electronic reproduction. Hong Kong : Chinese University of Hong Kong, [2012] System requirements: Adobe Acrobat Reader. Available via World Wide Web.
Electronic reproduction. [Ann Arbor, MI] : ProQuest Information and Learning, [200-] System requirements: Adobe Acrobat Reader. Available via World Wide Web.
Abstract in English and Chinese.
School code: 1307.