Journal articles on the topic 'Service recoveries'
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Rosenmayer, Anneliese, Lisa McQuilken, Nichola Robertson, and Steve Ogden. "Omni-channel service failures and recoveries: refined typologies using Facebook complaints." Journal of Services Marketing 32, no. 3 (May 14, 2018): 269–85. http://dx.doi.org/10.1108/jsm-04-2017-0117.
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Purpose This paper aims to present two updated typologies of service failures and recoveries in the omni-channel context. These typologies are based on customer complaints and recoveries collected from the corporate Facebook pages of four omni-channel department stores, two operating in Australia and two in the UK. Design/methodology/approach A document review is used of 400 customer complaints and recoveries. Content analysis is used to condense the Facebook data into categories of failures and recoveries. Findings Customer complaints on Facebook were triggered by a multitude of varying failures in the omni-channel context, given that it is the service brand that customers are experiencing, not just retail channels. The most prevalent failures were “bricks and mortar” shopping, delivery, marketing activities including communications and pricing, quality of goods and customer service. For service recoveries on Facebook, the four-dimensional justice framework appears valid. Research limitations/implications Study limitations include potentially missing details about the nature of the service failures and recoveries, including customer satisfaction with service recovery. Practical implications The typologies offer guidance to omni-channel retailers by showing the range of online and offline situations, including those unrelated to actual transactions that trigger customer complaints on Facebook and the tactics of recovering. Originality/value The authors contribute to the service domain by updating failure and recovery typologies to reflect the emerging omni-channel context, jointly exploring failures and recoveries on Facebook and applying a four-dimensional justice framework for recoveries on Facebook.
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Wang, Kai-Yu, Li-Chun Hsu, and Wen-Hai Chih. "Retaining customers after service failure recoveries: a contingency model." Managing Service Quality 24, no. 4 (July 8, 2014): 318–38. http://dx.doi.org/10.1108/msq-11-2013-0251.
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Purpose – The purpose of this paper is to propose and empirically test a customer retention contingency model in service failure settings. Specifically, this research investigates how service recovery satisfaction (SRS) influences the relationship quality (RQ)-behavior chain. It also examines the moderating role of RQ and switching cost (SC) in the proposed model. Design/methodology/approach – A two-part survey study was performed and 303 valid responses from banking services users were obtained. The structural equation modeling was used in order to test the research hypotheses. Findings – The results of this study show that SRS influences purchase intentions and behavior via RQ. In addition, SC moderate the effect of RQ on purchase intentions whereas RQ moderates the effect of purchase intentions on purchase behavior. Practical implications – From a managerial standpoint, this research provides implications for service recovery management. In particular, the findings indicate the importance of RQ. When a service failure occurs, RQ not only mediates the effect of SRS on purchase intentions, but also facilitates transforming behavioral intentions into actual behavior. Originality/value – This research fills a void in the service recovery literature by linking service recovery performance to the RQ-behavior chain.
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Black, Hulda G., Emily A. Goad, and Jill S. Attaway. "Medical errors: extreme service failures and recoveries." International Journal of Pharmaceutical and Healthcare Marketing 12, no. 1 (April 3, 2018): 15–24. http://dx.doi.org/10.1108/ijphm-11-2016-0063.
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Purpose The purpose of this research is to investigate the relationship among jurors’ attribution of responsibility of the error, patient styles and juror decisions (e.g. acquittal of the physician). Specifically, this research examines the influence of an individual’s approach to their healthcare (active vs. passive), and decisions to acquit in malpractice cases. Design/methodology/approach In total, 459 individuals were surveyed using a commercial call center for participation in a corresponding mail survey. Surveys were also distributed to undergraduate business students at a Midwestern university. Findings Cluster analysis revealed two categories of patient styles: “active patients” (39.4 per cent) and “passive patients” (60.6 per cent). Regardless of patient style, this research found all respondents viewed medical error disclosure as important. However, respondents in the passive group were more likely to acquit the physician and the hospital nursing staff as compared with those classified as active. Practical implications The safety of patients in the healthcare system and prevention of errors is a critical issue. However, when errors occur, medical providers should disclose information to the patient and take responsibility to attenuate their negative impact. Further, this research reveals that patients who rely more on their physicians, trust their recommendations and question physicians less are more likely to acquit. Medical providers can use this information as motivation to continue to build this type of trust with their patients. Originality/value Medical errors are costly for all parties involved. This research provides insight for not only members of the legal profession involved in medical malpractice cases, but also risk managers and hospital administrators and healthcare providers regarding the decision-making process used by individuals serving on a jury.
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Michel, Stefan. "Analyzing service failures and recoveries: a process approach." International Journal of Service Industry Management 12, no. 1 (March 2001): 20–33. http://dx.doi.org/10.1108/09564230110382754.
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Azab, Carol, Terry Clark, and Cheryl Burke Jarvis. "Positive psychological capacities: the mystery ingredient in successful service recoveries?" Journal of Services Marketing 32, no. 7 (October 8, 2018): 897–912. http://dx.doi.org/10.1108/jsm-11-2017-0407.
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Purpose This paper aims to explore the influence of frontline employees’ (FLEs’) positive psychological capacities (PPCs) (optimism, hope, resilience and self-efficacy) on service recovery. Design/methodology/approach A model of FLE PPCs is tested using two studies: a field study (Nretail = 205; Nrestaurant = 160) and between-subject experimental design (Neducation = 206) in three service settings. Findings Results show that positive emotions mediate the relationship between PPCs and problem-solving adaptability, and that authenticity of positive emotions moderates the relationship between positive emotions and interactional justice. Surprisingly, problem-solving adaptability positively influences perceptions of distributive justice and interactional justice. A small interaction effect between positive emotions and problem-solving adaptability also was found. Research limitations/implications The dependent variable (problem-solving adaptability) was measured using an open-ended question evaluated by objective, independent raters rather than a self-reported structured metric, to minimize social desirability bias. Practical implications Given that the customer complaints to the Better Business Bureau in 2016 were close to one million, most of them occurring in the service sector, service firms need continuous research into improving service recovery. This study argues that firms can improve FLEs’ problem-solving adaptability behavior by training existing FLEs to strengthen PPCs, hiring FLEs that have strong PPCs and fostering positive emotions. Originality/value This is the first study that examines the effect of PPCs on service recovery outcomes. By incorporating PPCs as antecedents of positive emotions, this paper explains how FLEs can offer a better recovery rather than dictating what they ought to display and say. An explanation of how FLE PPCs influence customer outcomes via the broaden-and-build theory of positive emotions and emotion contagion theory is offered, highlighting a novel path/relationship between FLE positive emotions and problem-solving abilities, and extending emotion contagion to service recovery.
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Sungho Jonathan and 신현희. "A comparison of patients' and service providers' views on failures and recoveries in healthcare services." Journal of Korea Service Management Society 9, no. 4 (December 2008): 89–109. http://dx.doi.org/10.15706/jksms.2008.9.4.004.
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Warden, Clyde A., Stephen Chi-Tsun Huang, and Judy F. Chen. "Restaurant Service Failure Recoveries: Role Expectations in a Chinese Cultural Setting." Journal of Hospitality & Leisure Marketing 16, no. 1-2 (April 28, 2008): 159–80. http://dx.doi.org/10.1080/10507050802097057.
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Esmark Jones, Carol L., Tyler Hancock, Brett Kazandjian, and Clay M. Voorhees. "Engaging the Avatar: The effects of authenticity signals during chat-based service recoveries." Journal of Business Research 144 (May 2022): 703–16. http://dx.doi.org/10.1016/j.jbusres.2022.01.012.
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Tsai, Chia-Ching, Yung-Kai Yang, and Yu-Chi Cheng. "Does relationship matter? – Customers’ response to service failure." Managing Service Quality 24, no. 2 (March 4, 2014): 139–59. http://dx.doi.org/10.1108/msq-06-2013-0113.
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Purpose – The purpose of this paper is to examine how service failure affects customers’ negative response and how service recovery affects perceived justice in the context of different relationship norms. Design/methodology/approach – It includes four studies that examine how relationships influence customer reactions to service failures. In study 1, the paper examines how service failures affect customers’ negative reaction. In study 2, the paper examines how service recoveries influence perceived justice. Study 3 and study 4 test the robustness of the results of study 1 and study 2. All studies have a 2×2 between-subjects design. Findings – The results show that individuals in exchange relationships experience a stronger feeling of betrayal than those in communal relationships during service failures. Further, individuals feel more betrayed and show greater negative responses during process failures. They perceive greater justice when offered physical recoveries, which, in turn, contributes to higher service-recovery satisfaction. Research limitations/implications – This study was conducted in Taiwan. Customer reactions to service failures may vary according to cultural and environmental contexts. Practical implications – Service providers are encouraged to cultivate relationships with customers and identify different types of customers to compensate them more effectively, according to their preferences. Originality/value – This study introduces relationship norms to investigate consumer responses to service failures. The main contributions are twofold; it investigates the effect of relationship norms on customer responses to service-failure types and service-recovery types.
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Kim, Lonie. "Am I Liable? The Problem of Defining Falsity under the False Claims Act." American Journal of Law & Medicine 39, no. 1 (March 2013): 160–81. http://dx.doi.org/10.1177/009885881303900104.
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The Federal False Claims Act (FCA) creates civil liability for entities that falsely or fraudulently contract with the government to provide services or goods in exchange for federal funds. FCA cases often arise in healthcare contexts in which the government pays entities for providing products and services to eligible beneficiaries. With the growth of Medicare and Medicaid funding for healthcare services, there has been a corresponding increase of false claims and FCA cases, in the healthcare context. For instance, of the over 30 billion recovered by the government for FCA cases in the last fifteen years, recoveries from Health and Human Services constitutes over 20 billion.An FCA case may involve a false representation that a service has been provided when in fact it has not. Such a case may also involve a false representation of compliance with underlying governmental requirements for payment. Recently, there has been growing confusion as to how to address cases in which the defendant is not the party actually submitting the allegedly false claim, but the party that caused the false claim to be filed.
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Liu, Shunzhong. "Non-internet self-service technology failures and recoveries: comparing China with the United States." Service Business 7, no. 3 (September 15, 2012): 399–417. http://dx.doi.org/10.1007/s11628-012-0168-4.
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Bahmani, Navid, Zhenyu Jin, and Sanjoy Ghose. "Fixing another firm’s mistake: how should recovering firms react?" Journal of Consumer Marketing 37, no. 1 (September 23, 2019): 65–76. http://dx.doi.org/10.1108/jcm-05-2018-2668.
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Purpose While within-firm service failure and recovery have been studied extensively, the context in which a service failure at one firm “spills over” and provides an opportunity for an external firm (a subsequent service provider) to recover (compensate) a customer has received limited attention. This study aims to examine how the extent of a service failure plays a role in how external firms should shape their recovery efforts, and how customers’ evaluations of the recovering firm and their feelings of unhappiness are affected. Design/methodology/approach A pretest conducted on MTurk gauged participants’ perceptions of equitability of the external firm’s recovery effort. In the main study, a 3 × 3 between-subjects experiment examined the effects of failure extent and external recovery type on evaluations of the recovering firm and reduced feelings of unhappiness. Findings It is found that equity judgments remain consistent in the external recovery context; transferred negative affect is able to be mitigate only in low-failure scenarios, and customers’ evaluations of the external firm increase only in high-failure scenarios. Research limitations/implications The use of hypothetical scenarios, as opposed to the employment of a field study, is the primary limitation of the study. Originality/value This research finds that external firms can reap the benefits of another firm’s service failure by offering no-cost recoveries, rather than ones that carry some form of cost.
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Maxham, James G., and Richard G. Netemeyer. "A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts." Journal of Marketing 66, no. 4 (October 2002): 57–71. http://dx.doi.org/10.1509/jmkg.66.4.57.18512.
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The authors report a repeated measures field study that captures complaining customers' perceptions of their overall satisfaction with the firm, likelihood of word-of-mouth recommendations, and repurchase intent during a 20-month span that includes two service failures and recovery attempts. The findings suggest that though satisfactory recoveries can produce a “recovery paradox” after one failure, they do not trigger such paradoxical increases after two failures. Furthermore, “double deviations” can occur following two consecutive unsatisfactory recoveries or following an unsatisfactory recovery in response to a second failure. The findings indicate that customers reporting an unsatisfactory recovery followed by a satisfactory recovery reported significantly higher ratings at the second postrecovery period than did customers reporting the opposite recovery sequence. The outcome of the second recovery also demonstrated a significant influence on customer ratings (positively if the recovery was satisfactory, negatively if the recovery was unsatisfactory), regardless of whether the customer found the first recovery satisfactory or unsatisfactory. In addition, although the increased change in recovery expectations and failure severity ratings from the first failure to the second is more dramatic for customers who previously reported a satisfactory recovery, the increase in attributions of blame toward the firm is more pronounced for customers who previously reported an unsatisfactory recovery. Last, the results show that recovery efforts are attenuated when two similar failures occur and when two failures happen in close time proximity.
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Fauzan, Rusli, and Rizal Edy Halim. "DAMPAK PEMULIHAN JASA TERHADAP KEPUASAN PELANGGAN: SEBUAH PERBANDINGAN ANTARA PELANGGAN YANG KOMPLAIN DAN PELANGGAN YANG TIDAK KOMPLAIN (STUDIKASUS: SERVICE CENTER ESIA DIMARGONDA DEPOK)." Media Riset Bisnis & Manajemen 8, no. 1 (April 20, 2008): 1–24. http://dx.doi.org/10.25105/mrbm.v8i1.650.
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Nowadays, the industry of telecommunication service provider in Indonesia is thriving. Telecommunication operators, both GSM-based and CDMA-based, compete for bigger share of the market. We can see that there are a lot of packages and added features offered. However, service failures still occur that requires providers to do service recoveries. Good service recovery after service failure occurrences is identified in the service industry as one of the key for customer loyalty.This research aims to determine the effect of dimensions of justice toward the customer satisfaction in the service recovery of Indonesian telecommunication provider, in this case ESIA, and compares the customer satisfaction of each customer by trust, word of mouth and customer loyalty between complaining and non-complaining customer.The result shows that customer complaint influenced by two variables from dimensions of justice through interactional justice and distributive justice. Besides that, result shows that service recovery satisfaction influences customer response after service recovery is completed, in form of trust, word of mouth and customer loyalty.Keywords: Seivice recovery, Customer satisfaction, Customer complaint
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Kim, Jong-Hyeong, and SooCheong (Shawn) Jang. "The fading affect bias: Examining changes in affect and behavioral intentions in restaurant service failures and recoveries." International Journal of Hospitality Management 40 (July 2014): 109–19. http://dx.doi.org/10.1016/j.ijhm.2014.03.011.
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McCarthy, Helen T., and Anna R. Sullivan. "Comparison of Recoveries of Selected Organochlorine Pesticides, Related Compounds, and Polychlormated Biphenyls 1254 and 1260 from Fat after Kuderna-Danish and TurboVap Concentration." Journal of AOAC INTERNATIONAL 78, no. 5 (September 1, 1995): 1294–302. http://dx.doi.org/10.1093/jaoac/78.5.1294.
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Abstract A 2-part study was performed to compare tho Tur-boVap evaporator v/ith the traditional Kuderna-Darv-Ish concentrator for analysis of selected pesticides and related compounds (study 1) and polychlorinated biphenyls (PCBs) (study 2) In fat samples. To compare results, bias and precision data were evaluated for pesticides and related compounds and bias v/as evaluated for PCBs. For study 1, 20 samples of poultry fat were spiked with known amounts of 13 pesticides and related compounds. Samples were extracted v/ith petroleum ether, cleaned up with Florisil, and evaporated in either a Kudorna-Danlsh concentrator or a TurboVap evaporator. The pesticides and related compounds were identified and quantitated by gas chromatography v/ith electron capture detection. Biases, as indicated by average recoveries of pesticides and related compounds, were 63 and 73%, respectively, for the TurboVap and Kudema-Danlsh procedures. Recoveries of pesticides and related compounds, except methoxychlor, by tho TurboVap evaporator were significantly lower (p ≤ 0.05) than recoveries by Kudema-Danish concentration. Average recoveries with the TurboVap procedure were 10% lower than recoveries with the Kudema-Danlsh procedure. Precisions for both procedures were determined by testing for equality of variances with the F-test. A significant difference (p ≤ 0.05) for precision between the 2 procedures was found only for endrin. Study 2 was conducted on 14 accreditation PCB samples from the U.S. Department of Agriculture’s Food Safety and Inspection Service. PCB recoveries were 70–125% with the Kuderna-Danish apparatus and 69–106% with the TurboVap evaporator. No significant difference (p > 0.05) was found between the 2 procedures for PCB analysis. The TurboVap ovaporator gave consistently lower results for pesticides and related compounds compared with the traditional Kuderna-Danish concentrator; precisions for both procedures were similar. Results for PCBs analyzed by both procedures v/cre not significantly different. Lower recoveries for pcstlcidos and rotated compounds notwithstanding. tho TurboVap concentrator offers advantages over tho older Kudorna-Danlsh ovaporator In terms of turnaround time and efficient use of laboratory space.
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Woodside, Arch G., Marylouise Caldwell, and Jennifer Rebecca Calhoun. "Service breakdown prevention." International Journal of Contemporary Hospitality Management 32, no. 2 (January 16, 2020): 889–912. http://dx.doi.org/10.1108/ijchm-02-2019-0152.
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Purpose This study defines service breakdowns, service breakdown prevention, and “servicide” as they relate to service-dominant logic. The study reviews relevant relevant literature on these three topics. This study categorizes real-life examples into five levels of dramatic turns toward service degradations and breakdowns that range from customer being aware but not mentioning service inadequacy to the service breakdown resulting in death of the customer or service provider. Taking initial steps in developing dramatic turn theory and improving the practice of service breakdown prevention are the major contributions of this study. Design/methodology/approach This study is a conceptual contribution that includes a dramatic turn role-playing exercise (at category 4 among five categories of dramatic turns for pedagogical/on-site enacting/practicing and training of service professionals. The study emphasizes and shows how to create and enact role-playing scenarios to increase requisite variety, provide training modules and increase skills/expertise in service enactment contexts. Findings Before explicit reviewing of the dramatic-turn performances, some of the participants as actors as well as audience members in role-play dramatic turns were quick to blame the customer behavior as the principal cause for the service breakdown. The study’s exposition stresses prevention of negative dramatic turns follows from experiencing and coaching a wide variety of customer and server interactions – achieving “richness” in enactments. Research limitations/implications Research on service breakdown prevention needs to include field experiments on the efficacy of training programs for effective management of dramatic turns. Practical implications Training of service workers and service managers in experiencing/participating in dramatic turns is likely to be beneficial in reducing the severe adverse outcomes and unintended consequences of service breakdowns. Prevention, not only service failure recovery, needs to be an explicit focus in hospitality management training and assessment. Social implications This study suggests tools and procedures to reduce the instances of the need for service breakdown recoveries. Originality/value The study calls attention and contributes a way forward in managing dramatic turns in hospitality service contexts. The study provides a nascent configurational theoretical foundation of dramatic-turn propositions. Given the severity of financial costs and loss of brand/firm reputation following the occurrence of extreme dramatic turns, a research focus on service breakdown prevention is necessary.
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Nunn, Samuel. "How Capital Technologies Affect Municipal Service Outcomes: The Case of Police Mobile Digital Terminals and Stolen Vehicle Recoveries." Journal of Policy Analysis and Management 13, no. 3 (1994): 539. http://dx.doi.org/10.2307/3325391.
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Abney, Alexandra K., Mark J. Pelletier, Toni-Rochelle S. Ford, and Alisha B. Horky. "#IHateYourBrand: adaptive service recovery strategies on Twitter." Journal of Services Marketing 31, no. 3 (May 8, 2017): 281–94. http://dx.doi.org/10.1108/jsm-02-2016-0079.
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Purpose Social networks offer consumers the ability to voice their opinions of brands in a real-time, public setting. This represents a unique challenge for firms as brand managers must develop new strategies for properly communicating with consumers, especially in the event of a service failure. The purpose of this research is to explore the impact of various adaptive service recovery strategies via social media, specifically Twitter. Design/methodology/approach Through a series of experimental manipulations, four service recovery strategies are tested alongside two variations of consumer complaint tweets. The service recovery responses vary in their degree of adaptiveness, which have differential impacts on numerous consumer outcome variables. Findings The findings indicate that highly adaptive recoveries responses positively impact consumers’ evaluations of service recovery satisfaction, leading to greater consumer behavioral intentions. Additionally, the type of tweet the consumer sends may further reveal their expectations for adequate service recovery responses. Originality/value This study is the first to empirically test the use of social media platforms in the service failure and recovery context. Although social media is commonly used for such purposes by practitioners, academic research up to this point has predominately focused on social media for generating word-of-mouth. Further, this study seeks to examine how service adaptability is perceived from the customer perspective, as opposed to the more traditional employee viewpoint.
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Guchait, Priyanko, Rachel Han, Xingyu Wang, JéAnna Abbott, and Yetong Liu. "Examining stealing thunder as a new service recovery strategy: impact on customer loyalty." International Journal of Contemporary Hospitality Management 31, no. 2 (February 11, 2019): 931–52. http://dx.doi.org/10.1108/ijchm-02-2018-0127.
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PurposeThis paper aims to examine how stealing thunder, apology and compensation influence customer loyalty in a service failure context, and how trust mediates these relationships.Design/methodology/approachThe study adopted a scenario-based between-group experimental design involving 300 customers.FindingsThe results indicated that stealing thunder, apology and compensation have a joint effect on customer loyalty. Specifically, this study found a significant positive impact of stealing thunder on loyalty; a two-way interaction effect of compensation and stealing thunder on loyalty; and a three-way interaction effect on loyalty. Additionally, trust mediated the relationship between service recovery attributes (stealing thunder, apology and compensation) and customer loyalty.Originality/valueThis study introduces a new service recovery method called Stealing Thunder, which is commonly used in the fields of law and communication and is the first to assess stealing thunder as a proactive/preemptive strategy to handle service failures and its impact on customer loyalty. The study found that when stealing thunder was present, compensation had no influence on customer loyalty. Moreover, when stealing thunder was present, compensation had no impact on loyalty when apology was not present. However, compensation had a significant effect on loyalty when stealing thunder and apology were not present. This study finds the value of including proactive/preemptive strategies (stealing thunder) along with regular service recovery strategies (e.g. apology and compensation) in the service recovery process. Results show that service recoveries that include stealing thunder help service failure recovery significantly by increasing customer’s trust.
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Hu, H. H., A. J. Deng, J. G. Chen, H. L. Shi, and M. Ye. "A Research Overview of the Siltation Loss Controls and Capacity Recovery Processes in China’s Reservoirs." MATEC Web of Conferences 246 (2018): 01086. http://dx.doi.org/10.1051/matecconf/201824601086.
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There are many reservoirs in China with serious siltation issues which are affecting the function and safety of the reservoirs. Recently, research studies have been carried out regarding siltation loss control and capacity recovery technology due to the decreases in suitable dam sites for establishing reservoirs, and the increasingly serious siltation losses which have been occurring in the present reservoirs. The results of these studies have been of great significance to the partial recoveries of the siltation capacities of reservoirs, improvements in the respective efficiencies of the current reservoirs, and the prolonging of the service life the reservoirs. This study presented a simple review of the previous research findings regarding the current siltation loss situations and controls, as well as the capacity recoveries which have been achieved. Also, this study proposed the urgent need for in-depth examinations to be conducted pertaining to the national investigations of the reservoir siltation status in China, as well as a review of the current mechanisms and control measures for reservoir siltation losses.
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Wang, Kai-Yu, Wen-Hai Chih, and Andreawan Honora. "How the emoji use in apology messages influences customers’ responses in online service recoveries: The moderating role of communication style." International Journal of Information Management 69 (April 2023): 102618. http://dx.doi.org/10.1016/j.ijinfomgt.2022.102618.
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Kim, Jong-Hyeong, and SooCheong (Shawn) Jang. "Factors affecting memorability of service failures: a longitudinal analysis." International Journal of Contemporary Hospitality Management 28, no. 8 (August 8, 2016): 1676–701. http://dx.doi.org/10.1108/ijchm-10-2014-0516.
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Purpose This study aims to identify the influences that lead to better memorability of a service by focusing on type of service failure, recovery condition and frequency of occurring. Design/methodology/approach This study used a quasi-experimental design in which customers answered questions about a restaurant they had recently patronized and then evaluated experimentally generated failure and recovery scenarios. Two follow-up contacts were made (by phone and e-mail) to assess their memory of the imagined service failures stimulated by the scenarios. Participants were asked how clearly and vividly they could recollect the service failure and to indicate their behavioral intentions at the time of recall. Findings The type of service failure and the subsequent recovery efforts significantly affect whether negative service experiences are memorable. Specifically, individuals showed a higher likelihood of vividly recalling a core service failure than an interactional one. Moreover, service recoveries were found to be helpful in decreasing the memorability of service failures, and that they were effective in decreasing the resulting negative customer behavioral intentions (i.e. switching behaviors and negative word-of-mouth). However, frequently occurred service failures did not significantly influence the memorability of the failures. Practical implications The current study suggested what characteristics of service failures and situations lead to strong memorability and significantly affect future behavior. Thus, the findings provide important implications for avoiding and handling the failures that trigger strong memorability. Originality/value Previous researchers have emphasized on the importance and urgency of preventing critical service failures. However, it is still unclear what type of service failures and/or factors are critical ones. The current study expands the knowledge by incorporating service failures with memory and investigates the characteristics of memorable service failures, which are likely to be remembered more vividly.
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Soares, Raquel Reis, Ting Ting (Christina) Zhang, João F. Proença, and Jay Kandampully. "Why are Generation Y consumers the most likely to complain and repurchase?" Journal of Service Management 28, no. 3 (June 19, 2017): 520–40. http://dx.doi.org/10.1108/josm-08-2015-0256.
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Purpose The purpose of this paper is twofold: to examine generational differences in complaint and post-recovery behaviors after service failures and recoveries, and to investigate the key factors that relate to Generation Y consumers’ responses. Design/methodology/approach In a two-stage approach, Study 1 investigates generational differences in the complaint and repurchase behaviors of a vast sample of more than 36,000 customers. Study 2 examines which factors influence Generation Y consumers’ decisions to complain and to repurchase. Findings Across four generational cohorts (the Silent Generation, Baby Boomers, Generation X, and Generation Y), consumers in Generation Y are the most likely to complain about service failures and repurchase after a satisfactory service recovery. The service recovery paradox thus is a generational feature. Generation Y’s unique characteristics – being tech savvy, heavily influenced by peers, and untrusting of brands – relate closely to their complaint and repurchase patterns. These prolific users of social media tend to stay with a service provider after experiencing satisfactory recovery but are more inclined to complain. Originality/value This study contributes to service management literature by revealing generational differences in customers’ complaint behavior and responses to recovery efforts, while also testing repurchase behavior rather than just behavioral intentions. This study provides valuable insights into the unique factors that influence Generation Y consumers’ complaint and post-recovery responses.
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Pugh, Harrison B., Michael K. Brady, and Lucas M. Hopkins. "A Customer Scorned." Journal of Service Research 21, no. 2 (January 18, 2018): 219–34. http://dx.doi.org/10.1177/1094670517746777.
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This research examines the implications of manager reprimands of frontline employees following a service failure incident. Drawing upon social exchange theory and looking at both customer and employee reactions, three studies find that customers are more satisfied with failed service encounters when they are aware the employee was reprimanded. This effect is on par with other types of service recoveries, mediated by deontic justice perceptions and moderated by the customer’s just-world beliefs, such that high believers are more satisfied than low believers when they are told about an employee’s reprimand. Direct observation of the reprimand acts as a key boundary condition whereby customers become dissatisfied when they are present during the reprimand. Furthermore, we find that customer perceptions of frontline reprimands are tied to reprimand privacy, whereas employee perceptions are tied to reprimand civility. This research is the first to simultaneously examine the effects of workplace reprimands on customer and frontline employee satisfaction. For managers, our findings illuminate the usefulness of communicating employee reprimands to customers, thus representing a low-cost alternative to other types of recovery efforts.
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Swanson, Scott R., and Maxwell K. Hsu. "The Effect of Recovery Locus Attributions and Service Failure Severity on Word-of-Mouth and Repurchase Behaviors in the Hospitality Industry." Journal of Hospitality & Tourism Research 35, no. 4 (October 20, 2010): 511–29. http://dx.doi.org/10.1177/1096348010382237.
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Based on a survey of 377 American hospitality customers, this study examines the effect of recovery locus attributions and service failure severity on customer word-of-mouth and repurchase behaviors. Findings indicate that for satisfactory recoveries attributed to a hospitality firm, relative to employee or customer attributions, the customer is more likely to discuss the encounter, share information with a wider social network, and both convince others to use the service provider and to have repatronized the firm. The results also suggest that the more severe the initial failure, the greater the likelihood that a critical incident had been discussed with a wider social network and the greater the likelihood of warning and convincing others to not patronize the hospitality organization. For unsuccessful (i.e., dissatisfactory) hospitality-based recovery attempts, the recovery locus attribution was not significantly associated with the word-of-mouth and repurchase behaviors investigated in this study.
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Chang, Chia-Chi, and Jung-Sung Hung. "The effects of service recovery and relational selling behavior on trust, satisfaction, and loyalty." International Journal of Bank Marketing 36, no. 7 (October 1, 2018): 1437–54. http://dx.doi.org/10.1108/ijbm-07-2017-0160.
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Purpose The purpose of this paper is to investigate the relationship between service recovery and relational selling behavior on trust and satisfaction in the banking industry. Specifically, the mediating role of trust and satisfaction on the relationship between service recovery, relational selling behavior and loyalty is empirically examined. Design/methodology/approach Hypotheses are developed based on the literature review. The conceptual model is tested using SEM on survey data collected from 560 customers of 12 banks in Taiwan, including local banks and foreign banks. Findings The model test results indicate that the influences of service recovery and relational selling behavior on trust and satisfaction are both significant. In addition, the influences of trust and satisfaction on loyalty are significant. Practical implications For bank managers, it is crucial to have well programs to identify service failures and handle recoveries efficiently and effectively. Furthermore, bank managers should place a high value on increasing salesperson’s customer-oriented behaviors to discern potential problems that customer concerns and provide suitable solutions that customer needs. By creating these better customer experiences, greater trust, satisfaction and loyalty can be yielded. Originality/value This study aims to provide a superior understanding of the relationship between service recovery, relational selling behavior, trust, satisfaction and loyalty in the banking industry. The research findings can contribute to forming targeted strategies and gaining competitive advantages for bank managers.
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Nordhorn, Christian, Anna Scuttari, and Harald Pechlaner. "Customers’ emotions in real time: measuring affective responses to service and relationship quality at the reception desk." International Journal of Culture, Tourism and Hospitality Research 12, no. 2 (June 4, 2018): 173–84. http://dx.doi.org/10.1108/ijcthr-06-2017-0072.
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Purpose The purpose of this paper is to explore customers’ emotions during a host–guest interaction at the reception desk of a hotel. Guests’ emotional responses are analyzed in real time to understand their link to behavior and levels of service and relationship quality. Design/methodology/approach To achieve this aim, 225 random customers experience six different types of interactions (scenarios) at a staged reception desk, representing a high/low service or relationship quality. The emotions provoked within guests are (video) recorded and analyzed with the help of SHORETM, a facial recognition software that processes four basic emotions derived from human muscular activity and calculates average emotional scores per scenario. Findings Results reveal that customers respond more positively to service than to relationship quality. Informal approaches to interacting with guests are mixed; they can both excite or irritate customers. As with existing evidence in service marketing research, the results found out through this study demonstrate that a good service recovery process seems to immediately generate more satisfied customers than do constant high-quality standards. Research limitations/Implications The main limitations are related to the semi-staged nature of social interactions, which might cause distortions in measuring emotions and limitations in the comparability of cases. Practical Implications Practical implications are directed to service designers and managers in hospitality to improve service design and ensure effective service recoveries. Originality/value This paper introduces a novel approach for assessing host–guest interactions in tourism based on a real-time emotional assessment of service and relationship quality in hospitality. Technologically advanced observation techniques enable in-depth analyses of actions and emotional responses between hosts and guests across time. New insights concerning service design and service recovery management are gained for practitioners and for future research.
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Guchait, Priyanko, Ayşin Paşamehmetoğlu, and JeAnna Lanza-Abbott. "The Importance of Error Management Culture in Organizations: The Impact on Employee Helping Behaviors During Service Failures and Recoveries in Restaurants." Journal of Human Resources in Hospitality & Tourism 14, no. 1 (October 23, 2014): 45–67. http://dx.doi.org/10.1080/15332845.2014.904175.
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Awasthi, Ashwini K., and Vineet Kumar. "Behavioural consequences of verbally expressed and unexpressed customer rage emotions." Journal of Consumer Marketing 39, no. 1 (January 26, 2022): 133–44. http://dx.doi.org/10.1108/jcm-08-2020-4024.
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Purpose The purpose of this study is to distinguish those emotions which customers express verbally during a failed remote service encounter from those which they do not. The study further attempts to investigate the post-consumption customer behaviour of verbally expressed and unexpressed negative customer emotions. Design/methodology/approach The authors used a survey-based research design. The hypotheses were tested through the “partial least squared structural equation modelling” method. Findings This study shows that in a failed remote service encounter, customers verbally express retaliatory rage emotions, such as anger and rage. At the same time, they are able to suppress rancorous rage emotions, such as disgust and contempt and do not express them verbally. The authors demonstrate that after emotions are verbally expressed during a failed remote service encounter, they are followed by the post-consumption behaviours of negative word of mouth and revenge; when emotions are not expressed verbally during a failed service encounter, they are followed up by exit behaviour. Research limitations/implications The effects of variables, such as switching costs and individual and situational factors, can be investigated in the model. Future studies can also explore the role of organizational interventions, such as explanation and apology, on negative customer emotions during failed remote service encounters. Their moderating impact on customer behaviour during and after the encounters can be investigated. Practical implications This study has much practical relevance in the post-COVID-19 world, where remote service delivery is becoming the new normal in many sectors. In remote service delivery situations, verbally unexpressed negative emotions can remain undetected; however, they have negative consequences for firms. This study underscores the need to train frontline employees to notice these unexpressed emotions so that service recoveries can be initiated. Originality/value This paper contributes to the area of dysfunctional customer behaviour and service recovery. The existing literature has not explored whether some negative emotions are expressed during a failed service encounter and then acted upon later, and some emotions are not expressed but acted upon later. This study addresses the problem of firms getting caught unawares when they find customers resorting to undesirable post-consumption behaviour without demonstrating any verbal expressions during the preceding failed service encounters.
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Pasamehmetoglu, Aysin, Priyanko Guchait, J. B. Tracey, Christopher J. L. Cunningham, and Puiwa Lei. "The moderating effect of supervisor and coworker support for error management on service recovery performance and helping behaviors." Journal of Service Theory and Practice 27, no. 1 (January 9, 2017): 2–22. http://dx.doi.org/10.1108/jstp-06-2015-0130.
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Purpose The purpose of this paper is to amend and extend the emerging research that has utilized an employee-focused approach to examining the service recovery process. In doing so, the authors examine the influences of supervisor and coworker support for error management on two measures of employee service performance: service recovery performance and helping behaviors during service failure and recoveries. Specifically, this study examines the linear and non-linear interaction effects of supervisor and coworker support for error management on the outcome variables. Design/methodology/approach To examine the proposed relationships, the authors conducted a field study that utilized survey data from a sample of 243 restaurant employees and their immediate supervisors. Employee ratings of supervisor and coworker support for error management were matched with the data gathered for the two dependent variables (i.e. supervisory ratings of service recovery performance and helping behaviors). Structural equation modeling was used to examine the linear interaction effects on the outcome variables. To examine the non-linear interaction effects on the outcome variables the authors utilized polynomial regression and response surface modeling. Findings The results showed that the interaction effects of supervisor and coworker support for error management was significantly positively related to both service recovery performance and helping behaviors. In addition, an alternative analysis of the shape of the interaction effects using polynomial regression and response surface modeling showed that the moderating effects may be better conceptualized as non-linear. Originality/value These findings offer new insights about the roles and impact of various forms of support in the service recovery process. First, the current study focuses specifically on supervisor and coworker support for error management and the impact on employees’ service recovery performance and helping behaviors. Second, this research investigates the interaction effects of these two forms of support on service recovery performance and helping behaviors. Third, along with linear interaction effects, the current work examines non-linear interaction effects. These relationships examined in this study have not been tested before. Thus, the findings of this research make a unique contribution to research in service management. The findings of this study provide more prescriptive insights about the means to prevent and respond effectively to service errors.
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Schrick, F. N., A. M. Saxton, and B. K. Stroud. "369 ASSESSMENT OF SEMEN QUALITY FOR PREDICTING RECOVERY OF VIABLE EMBRYOS IN SUPEROVULATED CATTLE." Reproduction, Fertility and Development 18, no. 2 (2006): 292. http://dx.doi.org/10.1071/rdv18n2ab369.
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Several studies have illustrated a relationship between male fertility and subsequent pregnancy rates following natural service and artificial insemination. However, few studies have evaluated the relationship of semen quality to recovery of viable embryos within a commercial embryo transfer setting. The objective of the current study was to retrospectively evaluate the relationship of semen quality, determined immediately before insemination, and subsequent embryo recovery from superovulated cattle. All donor animals were superovulated and then inseminated (same technician throughout the study) with frozen-thawed semen at 12 and 20 h after onset of estrus with one straw of semen per insemination. Since data were collected from a commercial setting, several different bulls (n = 277) and breeds (n = 33) were included within the analyses; however, the same semen (bull and collection date of semen) was used for each insemination for that respective flush. Immediately following thawing of semen and before insemination, 5 �L of semen was obtained from each straw and evaluated by the same individual for concentration, motility, rate of forward movement, direction of movement, and morphology using a phase contrast microscope. Approximately 7 days later, ova/embryos were recovered and defined as unfertilized (not cleaved), degenerate, or viable. Semen was assessed and utilized in 742 recoveries resulting in the evaluation of 9732 ova/embryos. Chi-square analyses were used to explore relationships among semen and fertilization/embryo variables. A complex model addressing combinations of semen variables was developed with logistic regression. Total ova/embryos recovered had a significant impact on embryo data and was included in the model during statistical analyses with the significance level set at P < 0.05. Analyses were conducted only on uterine recoveries in which ova/embryos were collected. Effects of bull and breed were significant on embryo data evaluated but at a very low level of relevance (F < 2.0). Total ova/embryos collected per recovery highly influenced the percentage of cleaved embryos (P < 0.0001). Results indicate that all semen parameters evaluated affected various aspects of embryo development (percent fertilized, viable, or degenerate). In particular, semen morphology was more associated with quality of embryos recovered than the other semen factors measured. Semen classified as excellent-to-good morphology resulted in 59% Quality 1 embryos (percent of fertilized embryos) whereas semen rated fair was intermediate (53.5%) and semen rated poor produced only 29.5% Quality 1 embryos (P < 0.05). In conclusion, semen evaluation within a commercial embryo transfer setting provides some expectation of resulting embryo quality.
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Walsh, Tara, Thomas Layton, David Wanik, and Jonathan Mellor. "Agent Based Model to Estimate Time to Restoration of Storm-Induced Power Outages." Infrastructures 3, no. 3 (August 31, 2018): 33. http://dx.doi.org/10.3390/infrastructures3030033.
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Extreme weather can cause severe damage and widespread power outages across utility service areas. The restoration process can be long and costly and emergency managers may have limited computational resources to optimize the restoration process. This study takes an agent based modeling (ABM) approach to optimize the utility storm recovery process in Connecticut. The ABM is able to replicate past storm recoveries and can test future case scenarios. We found that parameters such as the number of outages, repair time range and the number of utility crews working can substantially impact the estimated time to restoration (ETR). Other parameters such as crew starting locations and travel speeds had comparatively minor impacts on the ETR. The ABM can be used to train new emergency managers as well as test strategies for storm restoration optimization.
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SMITH, D., S. F. ALTEKRUSE, and J. S. BAILEY. "Assessment of Post–Hurricane Katrina Recovery in Poultry Slaughter Establishments." Journal of Food Protection 70, no. 6 (June 1, 2007): 1498–501. http://dx.doi.org/10.4315/0362-028x-70.6.1498.
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Control of bacterial contamination during poultry slaughter can be compromised by natural disaster. In October 2005, disaster recovery was evaluated in 11 broiler slaughter establishments 1 month after operations were disrupted by Hurricane Katrina. A questionnaire was administered to characterize the establishment's operational disruption. Carcass rinses were collected at the early and late stage of the slaughter process (rehang and postchill). Counts for generic Escherichia coli were determined for all rinses. Salmonella culture and serotyping were performed on postchill samples. Historical U.S. Food Safety and Inspection Service data on the presence of Salmonella also were examined. The mean duration of disruption was 6.3 days (range, 3 to 9 days). Loss of utilities (electricity and water) was the cause of prolonged recoveries. Most establishments (64%) did not exceed the m performance criteria threshold for generic E. coli (>2 log or 100 CFU/ml) during the recovery period. The mean reduction in E. coli counts between rehang and postchill was 2.3 log or 200 CFU/ml (range, 0.9 to 3.1 log CFU/ml). Rinse samples from 5 of 11 establishments were positive for Salmonella. Of 12 Salmonella isolates that were recovered, eight were Salmonella Kentucky. Salmonella Heidelberg and Salmonella Thompson were recovered from one establishment, and two isolates of Salmonella Typhimurium were isolated from another. This study provided empirical reassurance that the establishments' processes controlled bacterial contamination. Data on reductions in E. coli counts during poultry slaughter may help establishments control microbial contamination. Other data (e.g., Salmonella and Campylobacter enumeration) may also have merit for this purpose.
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Jena, Tamanna, and J. R. Mohanty. "Disaster Recovery Services in Intercloud using Genetic Algorithm Load Balancer." International Journal of Electrical and Computer Engineering (IJECE) 6, no. 4 (August 1, 2016): 1828. http://dx.doi.org/10.11591/ijece.v6i4.9956.
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Paradigm need to shifts from cloud computing to intercloud for disaster recoveries, which can outbreak anytime and anywhere. Natural disaster treatment includes radically high voluminous impatient job request demanding immediate attention. Under the disequilibrium circumstance, intercloud is more practical and functional option. There are need of protocols like quality of services, service level agreement and disaster recovery pacts to be discussed and clarified during the initial setup to fast track the distress scenario. Orchestration of resources in large scale distributed system having muli-objective optimization of resources, minimum energy consumption, maximum throughput, load balancing, minimum carbon footprint altogether is quite challenging. Intercloud where resources of different clouds are in align, plays crucial role in resource mapping. The objective of this paper is to improvise and fast track the mapping procedures in cloud platform and addressing impatient job requests in balanced and efficient manner. Genetic algorithm based resource allocation is proposed using pareto optimal mapping of resources to keep high utilization rate of processors, high througput and low carbon footprint. Decision variables include utilization of processors, throughput, locality cost and real time deadline. Simulation results of load balancer using first in first out and genetic algorithm are compared under similar circumstances.
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Jena, Tamanna, and J. R. Mohanty. "Disaster Recovery Services in Intercloud using Genetic Algorithm Load Balancer." International Journal of Electrical and Computer Engineering (IJECE) 6, no. 4 (August 1, 2016): 1828. http://dx.doi.org/10.11591/ijece.v6i4.pp1828-1838.
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Paradigm need to shifts from cloud computing to intercloud for disaster recoveries, which can outbreak anytime and anywhere. Natural disaster treatment includes radically high voluminous impatient job request demanding immediate attention. Under the disequilibrium circumstance, intercloud is more practical and functional option. There are need of protocols like quality of services, service level agreement and disaster recovery pacts to be discussed and clarified during the initial setup to fast track the distress scenario. Orchestration of resources in large scale distributed system having muli-objective optimization of resources, minimum energy consumption, maximum throughput, load balancing, minimum carbon footprint altogether is quite challenging. Intercloud where resources of different clouds are in align, plays crucial role in resource mapping. The objective of this paper is to improvise and fast track the mapping procedures in cloud platform and addressing impatient job requests in balanced and efficient manner. Genetic algorithm based resource allocation is proposed using pareto optimal mapping of resources to keep high utilization rate of processors, high througput and low carbon footprint. Decision variables include utilization of processors, throughput, locality cost and real time deadline. Simulation results of load balancer using first in first out and genetic algorithm are compared under similar circumstances.
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HECHT, MYRON, HERBERT HECHT, and XUEGAO AN. "USE OF COMBINED SYSTEM DEPENDABILITY AND SOFTWARE RELIABILITY GROWTH MODELS." International Journal of Reliability, Quality and Safety Engineering 09, no. 04 (December 2002): 289–303. http://dx.doi.org/10.1142/s0218539302000846.
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This paper describes how MEADEP, a system level dependability prediction tool, and CASRE, a software reliability growth prediction tool can be used together to predict system reliability (probability of failure in a given time interval), availability (proportion of time service is available), and performability (reward-weighted availability). The system includes COTS hardware, COTS software, radar, and communication gateways. The performability metric also accounts for capacity changes as processors in a cluster fail and recover. The Littlewood Verall and Geometric model is used to predict reliability growth from software test data this prediction is integrated into a system level Markov model that incorporates hardware failures and recoveries, redundancy, coverage failures, and capacity. The results of the combined model can be used to predict the contribution of additional testing upon availability and a variety of other figures of merit that support management decisions.
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Smith, Iain M., and Elaine Bayliss. "Recovering staff, recovering services: massive-online support for recovering a paediatric service using Lean and compassionate communication." BMJ Open Quality 11, no. 2 (June 2022): e001914. http://dx.doi.org/10.1136/bmjoq-2022-001914.
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The COVID-19 pandemic has infected tens of millions worldwide. Healthcare systems have been stretched caring for the most seriously ill and healthcare workers have struggled to maintain non-COVID services leading to backlogs.Strategies proposed to support the recovery of backlogs include additional administration support; waiting list data validation; enhanced patient communication; and use of systematic improvement methods to make rapid incremental improvements.As part of COVID-19 recovery, a hospital trust in northern England used the Lean systematic improvement approach to recover the waiting list of a paediatric service to pre-COVID levels. The intervention strategy used a massive-open-online-course (Lean Fundamentals) to support the improvement project lead to follow a structured improvement routine to apply Lean improvement techniques.By acknowledging that staff were overburdened by the requirements of COVID-19 and that patients were stuck in a system of disconnected processes, administrative activities were redesigned around an ethos of compassionate communication that put patients first.Over a period of 8 weeks, the project reduced the waiting list from 1109 to 212. Waiting times were reduced from a maximum of 36 months to a 70-day average.Lean is often described in terms of increasing process efficiency and productivity. It is not often associated with staff benefits. However, when seen in the context of unburdening staff to deliver patient care, Lean has potential to support the recovery of both staff and services. Lean Fundamentals, with its accessible massive-online design, may provide a means of supporting such improvement at scale.
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Nedosekin, A. O., A. V. Smirnov, D. P. Makarenko, and Z. I. Abdoulaeva. "Functional and operational risk as a criterion for assessing the durability of an autonomous energy system." Safety and Reliability of Power Industry 12, no. 1 (April 10, 2019): 56–62. http://dx.doi.org/10.24223/1999-5555-2019-12-1-56-62.
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The article presents new models and methods for estimating the residual service life of an autonomous energy system, using the functional operational risk criterion (FOR). The purpose of the article is to demonstrate a new method of durability evaluation using the fuzzy logic and soft computing framework. Durability in the article is understood as a complex property directly adjacent to the complex property of system resilience, as understood in the Western practice of assessing and ensuring the reliability of technical systems. Due to the lack of reliable homogeneous statistics on system equipment failures and recoveries, triangular fuzzy estimates of failure and recovery intensities are used as fuzzy functions of time based on incomplete data and expert estimates. The FOR in the model is the possibility for the system availability ratio to be below the standard level. An example of the evaluation of the FOR and the residual service life of a redundant cold supply system of a special facility is considered. The transition from the paradigm of structural reliability to the paradigm of functional reliability based on the continuous degradation of the technological parameters of an autonomous energy system is considered. In this case, the FOR can no longer be evaluated by the criterion of a sudden failure, nor is it possible to build a Markov’s chain on discrete states of the technical system. Assuming this, it is appropriate to predict the defi ning functional parameters of a technical system as fuzzy functions of a general form and to estimate the residual service life of the technical system as a fuzzy random variable. Then the FOR is estimated as the possibility for the residual life of the technical system to be below its warranty period, as determined by the supplier of the equipment.
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Westöö, Anna, and Mats Peterz. "Evaluation of Methods for Detection of Listeria monocytogenes in Foods: NMKL Collaborative Study." Journal of AOAC INTERNATIONAL 75, no. 1 (January 1, 1992): 46–52. http://dx.doi.org/10.1093/jaoac/75.1.46.
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Abstract Eleven Nordic laboratories participated in a collaborative study on qualitative methods for the detection of Listeria monocytogenes in foods. Two enrichment methods (U.S. Department of Agriculture, Food Safety and Inspection Service method for meat, and modified U.S. Food and Drug Administration/International Dairy Federation method for dairy products) and 2 agar media (lithium chloride-phenylethanol-moxalactam (LPM) and Oxford agar) were compared. The effect of treatment of the enriched culture with KOH before plating was also studied. Food samples, blue and white mold cheese and canned corned beef, were Inoculated with 3 levels of L. monocytogenes. Beef was also Inoculated with a microbial flora derived from raw meat. The recoveries of L. monocytogenes using the 2 enrichment methods did not differ significantly. The Oxford agar was superior to the LPM agar. KOH treatment of the enriched culture did not significantly increase the detection rate of the organism. For cheese, the detection level of the methods was below 0.2 cfu L. monocytogenes/g and for meat, the detection level was below 5 cfu L monocytogenes/g.
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Voroshilo, Viktoria Viktorovna. "EXPERIENCE WITH TAX CRIMES IN FRANCE." Scientific Bulletin: finance, banking, investment., no. 2 (55) (2022): 31–39. http://dx.doi.org/10.37279/2312-5330-2021-2-31-39.
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The article considers the tax legislation of France aimed at combating tax crimes. The author’s research conducted in relation to tax violations in France shows interest in the selected study. The fight against tax crimes is of great importance for the economy of any state, including the positive experience of foreign countries. An algorithm of interaction between tax authorities and tax payers in the detection of tax offenses has been developed. The types of tax violations in France and the consequences of their detection for taxpayers are considered. The influence of the adopted tax legislation on the collection of taxes is studied. Namely, an increase in the recovered amounts to the state’s budget based on the results of tax investigations. The analysis of statistical data of tax offenses, tax investigations, which allowed to argue the consequences of the introduced norms, was carried out. The structure of tax crimes by the nature of their implementation over 5 years in France is considered and it is revealed that in recent years crimes of hiding income and undeclared income prevail. The structure of tax crimes, which were carried out in different spheres of the economy, where the most prone to crime is the service sector, is studied. Over a two-year period, the fines received based on the results of the sentences imposed in quantitative and qualitative composition were studied. The interrelation of the recovery of funds from the fight against tax crimes in favor of the state for the period 2010-2018 is studied. The main instruments were one-time fines and recoveries of amounts in accordance with the adopted tax legislation.
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Ali, Muhammad, Dost Muhammad Khan, Muhammad Aamir, Umair Khalil, and Zardad Khan. "Forecasting COVID-19 in Pakistan." PLOS ONE 15, no. 11 (November 30, 2020): e0242762. http://dx.doi.org/10.1371/journal.pone.0242762.
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Objectives Forecasting epidemics like COVID-19 is of crucial importance, it will not only help the governments but also, the medical practitioners to know the future trajectory of the spread, which might help them with the best possible treatments, precautionary measures and protections. In this study, the popular autoregressive integrated moving average (ARIMA) will be used to forecast the cumulative number of confirmed, recovered cases, and the number of deaths in Pakistan from COVID-19 spanning June 25, 2020 to July 04, 2020 (10 days ahead forecast). Methods To meet the desire objectives, data for this study have been taken from the Ministry of National Health Service of Pakistan’s website from February 27, 2020 to June 24, 2020. Two different ARIMA models will be used to obtain the next 10 days ahead point and 95% interval forecast of the cumulative confirmed cases, recovered cases, and deaths. Statistical software, RStudio, with “forecast”, “ggplot2”, “tseries”, and “seasonal” packages have been used for data analysis. Results The forecasted cumulative confirmed cases, recovered, and the number of deaths up to July 04, 2020 are 231239 with a 95% prediction interval of (219648, 242832), 111616 with a prediction interval of (101063, 122168), and 5043 with a 95% prediction interval of (4791, 5295) respectively. Statistical measures i.e. root mean square error (RMSE) and mean absolute error (MAE) are used for model accuracy. It is evident from the analysis results that the ARIMA and seasonal ARIMA model is better than the other time series models in terms of forecasting accuracy and hence recommended to be used for forecasting epidemics like COVID-19. Conclusion It is concluded from this study that the forecasting accuracy of ARIMA models in terms of RMSE, and MAE are better than the other time series models, and therefore could be considered a good forecasting tool in forecasting the spread, recoveries, and deaths from the current outbreak of COVID-19. Besides, this study can also help the decision-makers in developing short-term strategies with regards to the current number of disease occurrences until an appropriate medication is developed.
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Dong, Beibei, K. Sivakumar, Kenneth R. Evans, and Shaoming Zou. "Recovering Coproduced Service Failures." Journal of Service Research 19, no. 3 (February 14, 2016): 291–306. http://dx.doi.org/10.1177/1094670516630624.
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Wei, Shuqin, Tyson Ang, and Nwamaka A. Anaza. "Recovering co-created service failures: the missing link of perceived justice and ethicalness." Journal of Services Marketing 33, no. 7 (December 12, 2019): 921–35. http://dx.doi.org/10.1108/jsm-02-2019-0080.
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Purpose Drawing on the fairness theory, this paper aims to propose a conceptual framework that investigates how co-creation in the failed service delivery (coproduction intensity) and co-creation in the service recovery affect customers’ evaluation of the firm’s competence, justice and ethicalness, and ultimately their willingness to co-create in the future. Design/methodology/approach Tax services were chosen as the research context. A consumer panel consisting of individuals who live in the USA and have used tax preparation services within the past year was recruited. The first study explores what happens to customers’ ethical perceptions during a failed co-created service encounter. A secondary study investigates what happens to customers’ ethical perceptions in the event that the failed co-created service is recovered. Findings The findings show that customers’ perceptions of the firm’s abilities and ethics are impeded by coproduction intensity but favorably influenced by co-creation of recovery. Practical implications A sense of ethicalness and fairness is violated when co-created service failure occurs, but fortunately, practitioners can count on engaging customers in the service recovery process as co-creators of the solution to positively alter perceived ethicalness and fairness. Originality/value Failed co-created services represent an under-researched area in the marketing literature. Current investigations of co-created service failures have largely approached the notion of fairness from a perceived justice perspective without referencing ethical judgments. However, fairness is grounded in basic ethical assumptions of normative treatment. This research is among the first to highlight the importance of perceived ethicalness in the context of co-created service failure and recovery.
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Barker, Joseph, Karl Smith-Byrne, Oliver Sayers, Krishan Joseph, Mark Sleeman, Daniel Lasserson, and Emma Vaux. "Electronic alerts for acute kidney injury across primary and secondary care." BMJ Open Quality 10, no. 2 (May 2021): e000956. http://dx.doi.org/10.1136/bmjoq-2020-000956.
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ProblemIn 2009 the National Confidential Enquiry into Patient Outcome and Death suggested only 50% of patients with acute kidney injury (AKI) receive good standards of care. In response National Health Service (NHS) England mandated the use of electronic AKI alerts within secondary care. However, we recognised AKI is not just a secondary care problem, where primary care has a crucial role to play in prevention, early detection and management as well as post-AKI care.MethodsAKI alerts were implemented in primary and secondary care services for a population of 480 000. Comparisons were made in AKI incidence, peak creatinine following AKI and renal recovery in the years before and after using Byar’s approximation (95% CI).InterventionA complex quality improvement initiative was implemented based on the design and integration of an AKI alerting system within laboratory information management systems for primary and secondary care, with an affixed URL for clinicians to access a care bundle of AKI guidelines on safe prescribing, patient advice and early contact with nephrology.ResultsThe intervention was associated with an 8% increase in creatinine testing (n=32 563). Hospital acquired AKI detection increased by 6%, while community acquired AKI detection increased by 3% and AKI stage 3 detected in primary care fell by 14%. The intervention overall had no effect on AKI severity but did improve follow-up testing and renal recovery. Importantly hospital AKI 3 recoveries improved by 22%. In a small number of AKI cases, the algorithm did not produce an alert resulting in a reduction in follow-up testing compared with preintervention levels.ConclusionThe introduction of AKI alerts in primary and secondary care, in conjunction with access to an AKI care bundle, was associated with higher rates of repeat blood sampling, AKI detection and renal recovery. Validating accuracy of alerts is required to avoid patient harm.
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Wyckhuys, Kris A. G., Prapit Wongtiem, Aunu Rauf, Anchana Thancharoen, George E. Heimpel, Nhung T. T. Le, Muhammad Zainal Fanani, et al. "Continental-scale suppression of an invasive pest by a host-specific parasitoid underlines both environmental and economic benefits of arthropod biological control." PeerJ 6 (October 19, 2018): e5796. http://dx.doi.org/10.7717/peerj.5796.
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Biological control, a globally-important ecosystem service, can provide long-term and broad-scale suppression of invasive pests, weeds and pathogens in natural, urban and agricultural environments. Following (few) historic cases that led to sizeable environmental up-sets, the discipline of arthropod biological control has—over the past decades—evolved and matured. Now, by deliberately taking into account the ecological risks associated with the planned introduction of insect natural enemies, immense environmental and societal benefits can be gained. In this study, we document and analyze a successful case of biological control against the cassava mealybug, Phenacoccus manihoti (Hemiptera: Pseudococcidae) which invaded Southeast Asia in 2008, where it caused substantial crop losses and triggered two- to three-fold surges in agricultural commodity prices. In 2009, the host-specific parasitoid Anagyrus lopezi (Hymenoptera: Encyrtidae) was released in Thailand and subsequently introduced into neighboring Asian countries. Drawing upon continental-scale insect surveys, multi-year population studies and (field-level) experimental assays, we show how A. lopezi attained intermediate to high parasitism rates across diverse agro-ecological contexts. Driving mealybug populations below non-damaging levels over a broad geographical area, A. lopezi allowed yield recoveries up to 10.0 t/ha and provided biological control services worth several hundred dollars per ha (at local farm-gate prices) in Asia’s four-million ha cassava crop. Our work provides lessons to invasion science and crop protection worldwide. Furthermore, it accentuates the importance of scientifically-guided biological control for insect pest management, and highlights its potentially large socio-economic benefits to agricultural sustainability in the face of a debilitating invasive pest. In times of unrelenting insect invasions, surging pesticide use and accelerating biodiversity loss across the globe, this study demonstrates how biological control—as a pure public good endeavor—constitutes a powerful, cost-effective and environmentally-responsible solution for invasive species mitigation.
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Mastrogiacomo, Luca, Federico Barravecchia, and Fiorenzo Franceschini. "Service recycling and ecosystems: an intriguing similarity." International Journal of Quality and Service Sciences 8, no. 4 (November 21, 2016): 555–62. http://dx.doi.org/10.1108/ijqss-03-2016-0017.
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Purpose The purpose of this paper is to introduce the practice of service recycling. There is an end of life to every product. At this stage, recycling is one option: it is the process of converting waste materials into new products or raw materials. There is also an end of life to every service, which generally coincides with the end of service delivery. However, services are not made of materials or components that can be recovered or converted, so can they be recycled? If the concept of product recycling is something well established, then that of service recycling has not yet been sufficiently investigated. Design/methodology/approach This paper introduces the perspective of service recycling, analyzing the modalities in which a service can be recycled by using an analogy with natural ecosystems. Some examples are also proposed to support this new vision. Findings This paper purports to formalize the practice of service recycling: recycling a service means recovering all the intangibles and tangibles resulting from the provision of a service that still may have a residual value. This practice may potentially lead to an increase in profits. Originality/value Although there are several examples of close relationships between two (or more) different services in which one of the two benefits from the externalities of the other, the concept of service recycling has not yet been structurally defined, and the authors believe that interesting perspectives of research may follow from its formalization.
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Jiang, Li, Yun Wu, Yan Wang, Qin Zhou, Yuguo Zheng, Yafei Chen, and Qianchun Zhang. "A Highly Sensitive and Selective Isobutyraldehyde Sensor Based on Nanosized Sm2O3 Particles." Journal of Analytical Methods in Chemistry 2020 (April 1, 2020): 1–8. http://dx.doi.org/10.1155/2020/5205724.
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A highly sensitive and selective sensor for isobutyraldehyde (IBD) is demonstrated based on intensive cataluminescence (CTL) emission from the surface of nanosized Sm2O3 particles. The characteristics and optimum conditions for the CTL sensor, including the working temperature, wavelength, and flow rate, were investigated in detail. Under the optimized experimental conditions, the CTL intensity varied linearly with the concentration of IBD, in the two-order-of-magnitude range of 0.015–3.9 μg/mL, with a correlation coefficient (r) of 0.99991 and a limit of detection (LOD), at a signal-to-noise ratio (S/N = 3) of 4.6 ng/mL. The sensor was quite specific: butyraldehyde, methanol, ethanol, acetone, formaldehyde, acetaldehyde, benzene, ethylbenzene, and cumene could not produce significant CTL intensities; specifically, butyraldehyde, ethanol, acetone, and acetaldehyde produced low CTL intensities, with values that were 3.8%, 2.8%, 0.60%, and 0.57% that of IBD. As a test of sensor stability, we found that the relative standard deviation (RSD) of 30 measurements of the CTL at an IBD concentration of 1.6 μg/mL within a period of 72 h was 2.2%, indicating good stability and long service life of the sensor. The sensor was tested against spiked samples containing IBD, and recoveries between 89.7% and 97.4% were obtained with an RSD of 6.1%–8.6%. The performance of the sensor indicated its utility for practical sample analysis.
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Kattner, Keith A., Toni C. Roth, and Steven L. Giannotta. "Cranial Base Approaches for the Surgical Treatment of Aggressive Posterior Fossa Dural Arteriovenous Fistulae with Leptomeningeal Drainage: Report of Four Technical Cases." Neurosurgery 50, no. 5 (May 1, 2002): 1156–61. http://dx.doi.org/10.1097/00006123-200205000-00042.
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Abstract OBJECTIVE AND IMPORTANCE: Dural arteriovenous fistulae (DAVFs) with leptomeningeal drainage have an aggressive natural history. Urgent treatment is necessary to arrest neurological deterioration and to prevent the risk of intracranial hemorrhage. In many patients, a primary endovascular approach is the most appropriate and most successful treatment available. In some circumstances, however, surgical intervention is required for complete obliteration. Posterior fossa DAVFs are generally deep-seated and difficult to gain access to with standard surgical approaches. The advent of cranial base surgery allows 360-degree access to the draining venous complex or sinus via extradural bone removal. CLINICAL PRESENTATION: Four patients with posterior fossa DAVFs presented to the neurosurgical service at our institutions. One DAVF was located at the craniocervical junction, and three were tentorial DAVFs of the superior petrosal sinus. All four patients were treated surgically with extradural bone removal. INTERVENTION: Postoperative angiography documented complete obliteration of all four DAVFs. All patients had normal recoveries, with the exception of one patient who experienced persistent temporal lobe seizure activity as a result of the presenting hematoma. One patient died of unrelated causes 2 years after surgery. One postoperative temporal lobe hematoma required evacuation. CONCLUSION: Recent advances in cranial base techniques have allowed the successful obliteration of aggressive posterior fossa DAVFs with acceptable morbidity. The use of these techniques should be considered in selected patients who cannot be treated with endovascular approaches.
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Park, Geun-Yeong, Hyun-Jun Choi, Jung-Yun Yang, and Hwan-Ki Cho. "Service failure should be recovered?" Korean Journal of Hospitality & Tourism 29, no. 8 (December 31, 2020): 17–25. http://dx.doi.org/10.24992/kjht.2020.12.29.08.17.
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