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This study aims to understand how the facesheet size, orientation and core size influence the analytical failure mechanism mode of glass fibre reinforced polymer (GFRP)/polyvinyl chloride (PVC) sandwich structures subjected to three-point bending. The purpose of this study was to develop failure-mode map of GFRP/PVC sandwich structures. Sandwich structures with different facesheet and core thicknesses were used to develop the failure map.

The sandwich structure and facesheet were fabricated using a vacuum-assisted resin infusion method with core sizes of 10, 15 and 20 mm and facesheet thicknesses of 1.5 and 3 mm and were arranged in three different orientations: angle-ply, cross-ply and quasi-isotropic. The key failure modes that occur in sandwich structures were used to predict possible failures in the developed material. Analytical equations were used in MATLAB for each observed failure mode. The probable failure modes, namely, face yielding, core shear and indentation equations, were used to construct the failure maps and were compared with the experimental data.

The boundary of the two failure modes shifts with changes in the facesheet and core thicknesses. The theoretical stiffness of sandwich panels was higher than the experimental stiffness. Based on strength-to-weight ratio, specimens E10-4, A15-8 and E20-8 exhibited the best optimum values owing to their shorter distance to the boundary lines.

In this study, a failure map was used to predict the possible failure modes for different GFRP facesheet orientations and thicknesses and PVC core thickness sandwich structures. Little is known about the prediction of the failure modes of unidirectional GFRP arranged in different orientations and thicknesses and PVC core thicknesses for sandwich structures. Few studies have used failure mode maps with unidirectional GFRP oriented in angle-ply, cross-ply and quasi-isotropic directions as a facesheet for sandwich structures compared to bidirectional mats. This study can serve as a guide for the correct selection of materials during the design process of sandwich structures.

This study aims to examine the role played by brand equity orientation and failure type in service recovery. Specifically, through the lens of forgiveness, the way brand equity orientation and failure type influence consumer response to recovery is revealed.

This research tests a novel model using data collected from 1,589 consumers in two scenario-based experimental studies. The statistical product and service solutions (SPSS) program with the PROCESS tool was used to test the mediation and moderated mediation effects.

The research findings suggest that forgiveness plays a mediation role in the relationship between recovery and satisfaction. Brand equity orientation moderates the mediation effect of forgiveness on the relationship between recovery and recovery satisfaction. In addition, failure type also plays an important role and there is a significant three-way interaction effect (service recovery × brand equity orientation × failure type) on recovery satisfaction under certain circumstances.

Building on the extant literature which focuses on the cognitive process when investigating recovery and consumer reaction, this research advocates the significant role played by the psychological process, namely, the feeling of forgiveness, in explaining the effect of distinct recovery strategies on consumer satisfaction. This research also unveils the effects of brand equity orientation and failure type on recovery outcomes.

When addressing performance failure, brand equity orientation and failure type need to be identified. Businesses could develop recovery strategies to arouse consumer forgiveness, which would lead to increased recovery satisfaction. When designing recovery strategies, managers need to be mindful of the effects of brand equity orientation and failure type.

This research is one of the few which reveals the mediating role played by forgiveness on the effect of recovery. Taking brand equity orientation and failure type into consideration, the findings of this research provide new insights into the recovery literature.

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.

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.

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.

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.

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.

The purpose of this paper is to present experimental investigations on the structural behaviour of composite sandwich panels for civil engineering applications. The performance of two different core materials – rigid plastic polyurethane (PU) foam and polypropylene (PP) honeycomb – combined with glass fibre reinforced polymer (GFRP) skins, and the effect of using GFRP ribs along the longitudinal edges of the panels were investigated.

The experimental campaign first included flatwise tensile tests on the GFRP skins; edgewise and flatwise compressive tests; flatwise tensile tests on small‐scale sandwich specimens; and shear tests on the core materials. Subsequently, flexural static and dynamic tests were carried out in full‐scale sandwich panels (2.50×0.50×0.10 m³) in order to evaluate their service and failure behaviour. Linear elastic analytical and numerical models of the tested sandwich panels were developed in order to confirm the effects of varying the core material and of introducing GFRP ribs.

Tests confirmed the considerable influence of the core, namely of its stiffness and strength, on the performance of the unstrengthened panels; in addition, tests showed that the introduction of lateral reinforcements significantly increases the stiffness and strength of the panels, with the shear behaviour of strengthened panels being governed by the ribs. The unstrengthened panels collapsed due to core shear failure, while the strengthened panels failed due to face skin delamination followed by crushing of the skins. The models, validated with the experimental results, allowed simulating the serviceability behaviour of the sandwich panels with a good accuracy.

The present study confirmed that composite sandwich panels made of GFRP skins and PU rigid foam or PP honeycomb cores have significant potential for a wide range of structural applications, presenting significant stiffness and strength, particularly when strengthened with lateral GFRP ribs.

The service recovery paradox (SRP) refers to a particular effect whereby an excellent recovery can turn angry and frustrated customers into loyal ones. Researchers who have studied the SRP have reported mixed findings, with some providing evidence in its support and others not finding any such evidence. To address this discrepancy, this study aims to investigate the SRP.

This study re-examined the phenomenon of the SRP with a field study and provided further evidence in a subsequent experimental study in which the failure and recovery conditions were carefully manipulated.

The results of this study suggest that the SRP was observed in neither the field study nor the scenario experiment.

This study can influence the current service management of restaurants with regard to service failures in several ways.

This research is a pioneering effort to examine the SRP by conducting both a field study and a scenario experiment.

This study was undertaken to investigate service failures relating to problems with the management of the servicescape. Of the 1,370 failure critical incidents collected, 123 were identified as servicescape failures. The three primary types of servicescape failures most likely to occur, listed in order of frequency, include cleanliness issues, mechanical problems, and facility design issues. The study also identifies eight servicescape subfailure type categories and discusses failure ratings, recovery strategies, recovering ratings and customer retention rates.

The present study aims to experimentally investigate the flexural and buckling performances of novel sandwich panels manufactured with sawdust-based modified mortar core and both polypropylene and reinforced polymer plates as skins.

The experimental investigation includes two main steps, characterization tests were firstly carried out in order to identify the laws behavior of the constitutive raw materials. The second one investigates 42 sandwich panels tested under three-points bending and buckling according to standard norms.

The emphasized test results in terms of bearing capacity; buckling strength, ductility, and failure mechanisms confirm that the overall and observed behavior of tested eco-friendly panels was in general satisfactory compared with experimental values reported in the literature. Indeed, the failure modes under bending and buckling conditions were summarized as shear/crimping failure of the sawdust-based mortar core without debonding of the core–skins interface.

The paper provides original information about the development of novel sandwich panels with a bio-based core and polymer skins for construction usage as interior partitioning walls.

There is a growing trend that hospitality brands are allowing employees to personalize their workplace display. Following this trend in practice, this paper aims to examine the influence of employees’ conspicuous consumption cues (ECCCs) on consumer responses toward service failures in luxury dining.

Two experiments were conducted. Study 1 adopted a 2 (ECCC: present vs absent) × 2 (employee physical attractiveness: control vs high) between-subject experiment to test the effect of ECCCs in interactional service failures. Study 2 tested the hypotheses in core service failures.

The results of Study 1 indicate that the presence of ECCCs lowers consumers’ negative behavioral intentions in interactional service failures when employees are highly attractive. When employees’ attractiveness is not distinctive, however, ECCCs lead to higher levels of negative behavioral intentions. Mediation test results demonstrate that perceived employee service competence drives this effect. Results of Study 2 show that the joint effect of ECCCs and physical attractiveness is attenuated when core service failures are not attributable to the service employee.

Extending previous research, this study reveals the impact of employees’ physical characteristics on consumers’ post-failure responses. In addition, the effect of ECCCs on consumers’ post-failure responses was driven by the psychological process of perceived competence.

Findings of this research emphasize the importance for hospitality brands to practice tight control over employee esthetics. For hospitality brands that embrace individuality in the workplace, results of this research highlight the importance of service training in customer interactions.

This research examines an underexplored phenomenon in the hospitality service setting: employees’ display of conspicuous consumption cues and its impact on consumers’ responses to service failures.

This research attempts to understand why – or why not – customers resist switching service providers when a critical incident occurs. The paper examines how service relationship perceptions, such as perceived equity, trust (perceived reliability and benevolence) and relationship commitment (affective and calculative), enhance relationship maintenance and CSR in many critical situations.

A survey was conducted in the financial service industry on a sample of 1,999 consumers (retail banking) and then conceptualized and measured CSR in several critical situations.

The paper demonstrates that perceived equity, perceived reliability, perceived benevolence, affective commitment, and calculative commitment do not influence CSR the same way. CSR mainly depends on the type of critical incident which occurs. For instance, calculative commitment, which is an evaluation of the costs associated with leaving the service provider, enhances CSR in three critical situations (service encounter failures, employee responses to service failures, pricing problems), whereas it leads to relationship disengagement in two other critical situations (inconvenience, changes in the consumer or service provider situation).

This research highlights the need to better take into account the different types of critical incident discussed in the relationship marketing literature and to better consider the complementary roles of perceived equity, trust and relationship commitment in the service switching literature.

This research implies that service companies have to anticipate the critical incidents and to develop specific “shock absorbers” to continue doing business with their current customers.

The quality of service delivery and maintenance of service performance relationships potentially depend on the extent to which service providers and service receivers share similar beliefs about a service and its delivery. Congruent expectations facilitate maintenance of service relationships, while disparate cognitions of expectations encumber and work toward terminating relationships (switching behavior). An empirical investigation of service switching in a child‐care setting reveals that highly educated child‐care consumers place more importance on the service encounter, and are more likely to engage in negative word‐of‐mouth about the service in the event of failure. However, in terms of service switching, the perceptions of child‐care providers are significantly different from those of consumers when attributing causes of switching, and examining post‐switching behavior. Provides practical implications for childcare providers, and service providers, in general.