Search results

Limited research has explored the potential marketing strategies to counter the damage associated with delayed recovery. Based on the construal level theory, this study seeks to suggest that customers tend to focus on different aspects of the compensation according to the speed of recovery. Thus, providing an adequate explanation to customers corresponding to expected recovery speed can effectively alleviate customer dissatisfaction with a delayed recovery.

This study examined the proposed hypotheses using a 2 (immediate vs delayed) by 2 (explanation: process-focused vs outcome-focused) experimental design.

The analytical results show that when an immediate recovery is available, an outcome-focused explanation will result in higher post-failure satisfaction than will a process-focused explanation. Conversely, when a delayed recovery is expected, post-failure satisfaction is higher for customers who receive a process-focused explanation than for those who receive an outcome-focused explanation.

This study thus recommends that firms should provide explanations compatible with expected recovery speed to better enhance post-failure satisfaction.

This study contributes to the body of service recovery literature by examining the differential effectiveness of outcome-focused and process-focused explanations under immediate and delayed recovery conditions. The findings provide a guideline that managers can use to formulate suitable explanations to alleviate the detrimental effects of delayed recovery.

A combined model involving the intensity of negative emotions and the strategic combinations (timing and means) of service recovery is developed. The purpose of this paper is to evaluate the performances of these different combinations through customer satisfaction, repurchase intention and fitting curves between the two under hotel service scenarios.

A 2 (recovery timing: immediate/delayed) × 2 (recovery means: psychological/economic) × 3 (type of service failure: failure in a delivery system/failure in responding to customer needs/improper employee behavior) between-subject experimental design was used with 456 participants.

The results suggest that immediate and economic recovery effectively raises the service recovery evaluations from customers with low-intensity negative emotions, whereas delayed and psychological recovery helps customers with high-intensity negative emotions to give higher evaluations.

When service failures happen, the strategies for and timing of recovery directly influence customers’ service recovery evaluations. This study sheds light on the role that negative emotions play in the process of service recovery and provides implications for service industry managers.

This experimental study examined how the three dimensions of fairness (distributive, procedural and interactional) influence consumers' attributional processes, their post‐recovery satisfaction and behavioral responses (repatronage intent and negative word‐of‐mouth) in a service failure context that does not involve monetary costs to the consumer. Our results indicate that recovery outcomes (e.g. compensation), procedures (e.g. speed of recovery) and interactional treatment (e.g. apology) have a joint effect on post‐recovery satisfaction. Specifically, our findings suggest that compensation may not enhance satisfaction when the recovery process is well‐executed (an immediate response combined with an apology). Similarly, compensation failed to lessen dissatisfaction with a poor recovery process (a delayed response without apology). It thus seems that compensation is a poor substitute for a good recovery process. However, offering compensation was effective in increasing satisfaction in mixed‐bag recovery situations (delayed recovery with an apology, or immediate recovery without apology). Furthermore, we found that service recovery satisfaction acted as a full mediator between service recovery attributes (compensation, recovery speed and apology) and behavioral intentions (repurchase intent and negative WOM). Finally, our findings suggest that consumer attributions for stability and controllability for the failure vary across recovery efforts. Managerial implications for these findings are discussed.

This study aims to explore the recovery performances of chatbots (vs human employees) and help firms use chatbots to carry out effective service recovery.

Two experiments were conducted to test the proposed hypotheses.

The results show that compared with human employees’ recovery, chatbots’ recovery leads to lower customer satisfaction and revisit intention. This effect is more significant for symbolic recovery instead of economic recovery. Perceived distributive and interactional justice mediate the interaction effect of recovery provider and recovery strategy on recovery performance. Using immediate recovery rather than delayed recovery can attenuate chatbots’ poor performances in symbolic recovery.

This study enriches the chatbot research and the service recovery literature by deploying chatbots into the service recovery setting. Using an integrated theoretical model including recovery strategy and recovery timing, this study provides substantive insight into how firms can enhance chatbots’ recovery performances.

本研究旨在探索聊天机器人（与人类员工相比）的服务补救表现, 并帮助公司使用聊天机器人进行有效的服务补救。

本研究进行了两个实验来检验提出的理论假设

结果表明, 与人类员工的服务补救相比, 聊天机器人的服务补救导致顾客满意度和再惠顾意愿降低。 这种效应对于象征补救而非功利补救更为显著。 分配公平和互动公平在服务补救提供者和补救策略的交互作用对补救表现的影响中起到了中介作用。 使用立即补救而不是延迟补救可以减轻聊天机器人象征补救方面的不良表现。

本研究通过将聊天机器人部署到服务补救环境中丰富了聊天机器人研究和服务补救文献。 本研究通过构建包括服务补救策略和补救时机在内的综合理论模型, 为企业如何提高聊天机器人的服务补救表现提供了实质性的见解。

In recent times, the usage of elastane-containing denim garments has increased, as it provides fit and comfort both at the same time. The purpose of the study is to understand the effect of abrasion on the durability of comfort related to body movement and shape retention property of the stretch-denim fabric.

The paper investigates the effect of abrasion on the initial tensile properties, recovery and resilience properties of the stretch-denim fabric. Further, to analyse the effect of the composition of the elastane yarn, three different types of elastane yarns having different types of sheath (covering) fibre, structure and different levels of elastane content have been used in the weft.

The comfort related to body movement and the shape retention properties of the stretch-denim fabric got affected due to abrasive damage. The elastane yarn composition and structure played an important role in determining the extent of the change in such properties during abrasion. The fabric with a higher level of elastane content suffered a greater loss in shape-retention properties due to abrasion. The extent of mass loss in stretch-denim fabric does not always correlate to the extent of loss in the comfort and shape-retention properties.

Most of the earlier studies have investigated the effect of abrasion on the durability aspect of the stretch-denim fabric. In a practical scenario, the stretch-denim garments are rarely discarded due to tearing or change in appearance but mainly due to bagging, i.e. distortion in shape after usage. Thus, the study on the combined effect of the abrasion and cyclic loading on the comfort and shape-retention properties will help to predict the performance of the apparel during usage.

Flights are often delayed owing to emergencies. This paper proposes a cooperative slot secondary assignment (CSSA) model based on a collaborative decision-making (CDM) mechanism, and the operation mode of flight waves designs an improved intelligent algorithm to solve the optimal flight plan and minimize the total delay of passenger time.

Taking passenger delays, transfer delays and flight cancellation delays into account comprehensively, the total delay time is minimized as the objective function. The model is verified by a linear solver and compared with the first come first service (FCFS) method to prove the effectiveness of the method. An improved adaptive partheno-genetic algorithm (IAPGA) using hierarchical serial number coding was designed, combining elite and roulette strategies to find pareto solutions.

Comparing and analyzing the experimental results of various scale examples, the optimization model in this paper is greatly optimized compared to the FCFS method in terms of total delay time, and the IAPGA algorithm is better than the algorithm before in terms of solution performance and solution set quality.

Based on the actual situation, this paper considers the operation mode of flight waves. In addition, the flight plan solved by the model can be guaranteed in terms of feasibility and effectiveness, which can provide airlines with reasonable decision-making opinions when reassigning slot resources.

In this chapter, we review empirical research evidence on the relationship between stressors and catecholamines (i.e., adrenaline and noradrenaline) and cortisol. With respect to acute stressors, both laboratory and field research have shown that the exposure to stressors leads to an increase in catecholamine and cortisol levels. With respect to more chronic stressors, research evidence is less consistent. Chronic mental workload was found to be related to elevated adrenaline levels. With respect to cortisol responses the interaction between workload and other variables seems to play a role. Empirical studies suggest that chronic stressors affect the responsivity to acute stressors. Research showed that after the exposure to stressors catecholamine and cortisol recovery is delayed.

Describes a study of six operating theatres in a modern hospital where management was concerned about the throughput of the system. Senior medical staff were of the opinion that insufficient recovery spaces had been provided when the suite of theatres had been built which, if correct, was a physical constraint requiring considerable financial investment to remedy. They also thought that shortage of porters (“You can never find a porter when you need one!”) and recovery nurses were current operational problems. The relationship issues encountered when interfacing with the staff involved, the collection and analyses of relevant data and the building of a visual interactive simulation model are described.

The purpose of this paper is to provide a basis for the construction professionals and stakeholders to understand the critical factors influencing resource availability in a post‐disaster situation. The study reported in this paper is part of ongoing research concerned with developing a methodology to improve the outcomes of resource availability for projects in post‐disaster environments. This study attempts to address the following questions: what factors impinge upon the availability of resources in a disaster recovery project and what are the common resource availability determinants across different recovery environments?

The method of analysis in this investigation is a comparative case study. The researchers took part in disaster field trips to Indonesia, China and Australia during their recovery from natural disasters. By using case studies and a triangulation method, critical factors that affected resource availability in the three examined countries were identified and compared.

A comparative analysis shows that specific cultural elements, the socio‐economic environment and the political agenda in the three countries influenced their resourcing problems and the solutions they adopted. Despite different resourcing approaches in the three cases, competence of construction professionals, and government response and intervention were identified as common determinants to resourcing disaster recovery projects.

The research findings contribute to the project management methodology to post‐disaster reconstruction.

From this research, decision makers and construction practitioners can have a clearer direction for improving their resourcing effort in a post‐disaster situation. This study provides a basis for the construction professionals and stakeholders to understand the critical factors influencing resource availability in a post‐disaster situation, with a view to enhancing their capability of managing disaster recovery projects.

A comparative analysis of three cases provides a multi‐perspective view of the resourcing issues in a post‐disaster situation. As many problems are faced in disaster recovery projects, resource availability intrinsically links to chronic conditions of vulnerability in existence in the broader social system prior to a disaster. The five aspects of resourcing discussed in the paper show the key areas of recovery planning in relation to resource availability.

In large and complex disaster recovery operations, the availability of resources is bound to be limited. Identified resourcing problems are likely to be universal and can be anticipated and pre‐planned for, irrespective of the environment when a disaster happens. The paper provides a basis for the construction professionals and stakeholders to understand the critical factors influencing resource availability in a post‐disaster situation.

The purpose of this study is to address the key factors for the sustainable process of long-term recovery from disaster, with focus on interdependent decisions of various players.

The consistency among strategies of recovery players, who make a decision based not only on direct motive but also on various complex motives and interactions with other players, is considered. Interactive decision-making during the housing reconstruction project in Sri Lanka after the 2004 Indian Ocean tsunami is analyzed using game theory.

Regarding two important decisions defining the result of recovery, players’ possible decisions are evaluated, and by using the game theoretic approach, the reasons for poor output and the conditions to shift equilibrium to that which is suitable for the long-term goal of recovery are discussed.

These analyses show that motive compatibility among players should be considered when we design processes for recovery from disasters.