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The purpose of this research is the exploration of online complainants' revenge based on their consumer-brand relationship strength and received webcare. The authors introduce inter-failures (i.e. the perceived number of earlier independent service failures that a customer has experienced with the same brand involved in the current service failure) as the central frame condition.

To test our hypotheses, both a scenario-based online experiment (n = 316) and an online survey (n = 492) were conducted.

With an increasing number of inter-failures, online complainants with a high-relationship strength move from the “love is blind” effect (no inter-failures) to the “love becomes hate” effect (multiple inter-failures), when they ultimately become more revengeful than their low-relationship strength counterparts. In addition, the authors show that in the case of no or few inter-failures, accommodative webcare has a lasting positive effect over no/defensive webcare for both low- and high-relationship complainants. More importantly, however, when consumers have experienced multiple inter-failures, accommodative webcare becomes ineffective (for low-relationship complainants) or boomerangs by cultivating revenge towards the brand (among high-relationship complainants), but not strategic avoidance.

The findings have pronounced implications for the literature on customer–brand relationships following service failures and the literature, which predominantly emphasizes the unconditionally positive effects of accommodative webcare.

This study is the first that simultaneously considers the prior customer–brand relationship, inter-failures and webcare to explain online complainants' revenge.

Based on a review of previous research of organizational learning from experience, this paper aims to point out the notable gaps and unresolved issues in the research area and proposes a “multilevel integrated model of learning from experience”, which could integrate current research findings and serve as the theoretical framework for further investigation.

This paper is a theoretical review.

From the individual, team, organizational and multiple levels, in an order of the outcome of success and failure, this study reviews previous research about organizational learning from experience down to the last detail and points out some of their limitations, including relative fragmented-wise, lack of grope about the underlying motivations, lack of overall framework, etc. Then, this study proposes the “multilevel integrated model of learning from experience”, which provides a systematic and fine-grained framework for studies in this field.

This paper emphasizes that true underlying motivations impelling learning from experience shall be identified and exploration for the antecedents shall be further deepened. Besides, this study figures out that various factors played their parts in the process and outcome of learning from experience through both subjective perception and objective experience. Thus, future research shall distinguish the influence of learning from experience, respectively, into “knowing” and “doing”.

This study is an attempt to review and integrate current research of learning from experience in multiple levels and further differentiates the influences of different experience outcomes (success vs failure). The proposed theoretical model provides clear suggestions of where future research should be directed.

This paper aims to introduce the implicit firm theory, distinguishing between the belief that firms can (incremental firm theory) or cannot (entity firm theory) readily change in response to marketplace demands. It is proposed and shown, that firm theory beliefs influence customer-engagement attitudes and intentions.

Study 1 tests the relationship between firm theory, self-theory and knowledge-sharing attitudes. Study 2a tests differences between incremental and entity firm theorists in response to firm failure. Study 2b examines the relationship between firm theory and blame attributions on post-failure loyalty. Study 3 explores the effect of firm theory on perceptions of control and blame attributions following repeated firm failures.

Study 1 shows firm theory influences consumer knowledge-sharing attitudes beyond the effect of self-theory. Study 2a shows incremental firm theorists are more likely to remain loyal to a firm following failure and less likely to share negative word-of-mouth. Study 2b shows that blame attributions mediate the relationship between firm theory and loyalty intentions, with incremental theorists ascribing less blame. Study 3 shows incremental firm theorists significantly increase blame following multiple failures, while entity firm theorists do not.

Results are based on scenario-based surveys and experimental methods; their applicability in more complex real-world customer-firm relationships warrants additional study.

Firms should account for a customer’s firm theory in their communications, emphasizing situational factors to reduce post-failure blame among incremental firm theorists.

Establishes that consumers hold beliefs regarding the malleability of firm traits, which influence their firm engagement intentions.

The purpose of this paper is to briefly summarize and review the theories and methods of complex structures’ dynamic reliability. Complex structures are usually assembled from multiple components and subjected to time-varying loads of aerodynamic, structural, thermal and other physical fields; its reliability analysis is of great significance to ensure the safe operation of large-scale equipment such as aviation and machinery.

In this paper for the single-objective dynamic reliability analysis of complex structures, the calculation can be categorized into Monte Carlo (MC), outcrossing rate, envelope functions and extreme value methods. The series-parallel and expansion methods, multi-extremum surrogate models and decomposed-coordinated surrogate models are summarized for the multiobjective dynamic reliability analysis of complex structures.

The numerical complex compound function and turbine blisk are used as examples to illustrate the performance of single-objective and multiobjective dynamic reliability analysis methods. Then the future development direction of dynamic reliability analysis of complex structures is prospected.

The paper provides a useful reference for further theoretical research and engineering application.

The purpose of this paper is to present issues and challenges of scheduled maintenance task development within the maintenance review board (MRB) process, and to find potential areas of improvement in the application of the MSG‐3 methodology for aircraft systems.

The issues and challenges as well as potential areas of improvement have been identified through a constructive review that consists of two parts. The first part is a benchmarking between the Maintenance Steering Group (MSG‐3) methodology and other established and documented versions of reliability‐centred maintenance (RCM). This benchmarking focuses on the MSG‐3 methodology and compares it with some RCM standards to identify differences and thereby find ways to facilitate the application of MSG‐3. The second part includes a discussion about methodologies and tools that can support different steps of the MSG‐3 methodology within the framework of the MRB process.

The MSG‐3 methodology is closely related to the RCM methodology, in which the anticipated consequences of failure are considered for risk evaluation. However, MSG‐3 considers neither environmental effects of failures nor operational consequences of hidden failures. Furthermore, in MSG‐3, the operational check (failure‐finding inspection) is given priority before all other tasks, whereas in RCM it is considered as a default action, where there is no other applicable and effective option. While RCM allows cost‐effectiveness analysis for all failures that have no safety consequences, MSG‐3 just allows it for failures with economic consequences. A maintenance program that is established through the MRB process fulfils the requirements of continuous airworthiness, but there is no foundation to claim that it is the optimal or the most effective program from an operator's point‐of‐view. The major challenge when striving to achieve a more effective maintenance program within the MRB process is to acquire supporting methodologies and tools for adequate risk analysis, for optimal interval assignments, and for selection of the most effective maintenance task.

The paper presents a critical review of existing aircraft scheduled maintenance program development methodologies, and demonstrates the differences between MSG‐3 and other RCM methodologies.

Catastrophic failures in high-reliability installations result from technical and human factors. The purpose of this paper is to use reports of the BP Texas refinery accident and the UK Buncefield oil storage explosions as the basis for exploring how protection and safety are managed in high-reliability manufacturing organisations in South Africa.

A survey of 21 high-reliability firms was undertaken to establish how firms perceived their safety and protection systems in relation to the findings of the Buncefield and BP Texas accidents. Interviews were held with staff in two firms.

The study identifies technical and behavioural shortcomings in managing safety and protective systems in manufacturing organisations. There are profound differences in perceptions of managers, supervisors and operators regarding a number of safety-related factors. Firms fail to identify all protective systems. Essential failure data for determining appropriate policies for failure finding are not collected.

Quantitative results are based on a relatively small sample and qualitative perspectives derive from two case studies.

Managers are unsure how protective devices should be managed. The paper highlights areas where significant improvements are essential if the South African firms are to meet developed world standards.

High-reliability organisations are obliged to minimise the possibility of serious incidents whose consequences may extend far beyond the physical bounds of the organisation.

Limited research has been published on the management of protective systems. This paper highlights a number of technical and behavioural issues that should be addressed for safe operation of high-reliability manufacturing organisations.

This paper is to present a new failure model that can be applied to single‐sample failure data of a single system under testing.

The Bayesian method is used for the reliability evaluation. The weighted least squares method is used for determining the parameters of the reliability function.

The authors have observed the operation of a special computer numerical control (CNC) system for a period of over two years, and maintained a reliability database will all the collected failure data, from which the main source of failures can be identified.

Preliminary research results are very encouraging. However, more work will be necessary to validate the new failure model.

The determination of the parameters of the reliability function of a system under testing helps to identify its failure characteristics and potential quality problems.

It is hoped that the paper can help understand some of the challenges in modeling the failure behavior of special CNC systems.

The purpose of this paper is to study the variation of the mechanical strength and failure modes of solder balls with reducing diameters under conditions of multiple reflows.

The solder balls with diameters from 250 to 760 µm were mounted on the copper-clad laminate by 1-5 reflows. The strength of the solder balls was tested by the single ball shear test and pull test, respectively. The failure modes of tested samples were identified by combing morphologies of fracture surfaces and force-displacement curves. The stresses were revealed and the failure explanations were assisted by the finite element analysis for the shear test of single solder ball.

The average strength of a smaller solder ball (e.g. 250 µm in diameter) is higher than that of a larger one (e.g. 760 µm in diameter). The strength of smaller solder balls is more highly variable with multiple reflows than larger diameters balls, where the strength increased mostly with the number of reflows. According to load-displacement curves or fracture surface morphologies, the failure modes of solder ball in the shear and pull tests can be categorized into three kinds.

The strength of solder balls will not deteriorate when the diameter of solder ball is decreased with a reflow, but a smaller solder ball has a higher failure risk after multiple reflows. The failure modes for shear and pull tests can be identified quickly by the combination of force-displacement curves and the morphologies of fracture surfaces.

To provide valuable information for scholars to grasp the current situations, hotspots and future development trends of reliability analysis area.

In this paper, recent researches on efficient reliability analysis and applications in complex engineering structures like aeroengine rotor systems are reviewd.

The recent reliability analysis advances of engineering application in aeroengine rotor system are highlighted, it is worth pointing out that the surrogate model methods hold great efficiency and accuracy advantages in the complex reliability analysis of aeroengine rotor system, since its strong computing power can effectively reduce the analysis time consumption and accelerate the development procedures of aeroengine. Moreover, considering the multi-objective, multi-disciplinary, high-dimensionality and time-varying problems are the common problems in various complex engineering fields, the surrogate model methods and its developed methods also have broad application prospects in the future.

For the strong demand for efficient reliability design technique, this review paper may help to highlights the benefits of reliability analysis methods not only in academia but also in practical engineering application like aeroengine rotor system.

This paper aims to identify platform-centric versus multiparty service failure on sharing economy platforms via topic modeling analysis of consumers’ negative online reviews. The authors also sought to understand consumers’ reactions to these experiences by detecting negative discrete emotions. The authors then contrasted consumers’ responses to platform-centric and multiparty service failure through the theoretical lens of failure controllability.

The authors used a large-scale data set containing more than 81,000 negative app reviews on eight representative hospitality and tourism sharing economy platforms. Topic modeling coupled with emotion detection algorithms revealed 11 themes reflecting diverse forms of platform-centric versus multiparty service failure and their associations with negative discrete emotions based on regression analysis.

The 11 themes reflecting diverse forms of platform-centric versus multiparty service failure were as follows: app glitch, customer service, locating and pooling, account issues, transaction, offer redemption, interface challenges, intermediary inaction, service lateness and cancellation, incorrect order and fee structure. The analysis suggests that platform-centric service failure is more likely than multiparty service failure to elicit negative discrete emotions.

The research enriches the understanding of platform-related service failure beyond dyadic service interaction. In particular, the authors bring to light two forms of platform-related service failure that warrant scholarly attention: platform-centric versus multiparty service failure. By uncovering the distinct negative emotional associations of platform-centric versus multiparty service failure, the research adds novel empirical evidence to the service failure literature and the relevant attribution theory. Findings offer long-term implications for the sustainable development of sharing economies and platform businesses in contemporary hospitality.