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The impact of disasters caused by natural hazards on people in affected communities is mediated by a whole range of circumstances such as the intensity of the disaster, type and nature of the community affected and the nature of loss and displacement. The purpose of this paper is to demonstrate the need to adopt a holistic or integrated approach to assessment of the process of disaster recovery, and to develop a multidimensional assessment framework.

The study is designed as a novel qualitative assessment of the recovery process using qualitative data collection techniques from a sample of communities affected by the Indian Ocean tsunami in Eastern and Southern Sri Lanka.

The outcomes of the interventions have varied widely depending on such factors as the nature of the community, the nature of the intervention and the mode of delivery for donor support. The surveyed communities are ranked in terms of the nature and extent of recovery.

The indices of recovery developed constitute a convenient tool of measurement of effectiveness and limitations of external interventions. The assessment used is multidimensional and socially inclusive.

The approach adopted is new to post-disaster recovery assessments and is useful for monitoring and evaluation of recovery processes. It also fits into the social accountability model as the assessment is based on community experience with the recovery process.

To do an empirical assessment of the psychometric properties of an instrument that captures the multi‐dimensional nature of satisfaction with service recovery (RECOVSAT) using data (post‐recovery satisfaction ratings) from customers who have actually complained to a service firm.

The methodology is a survey of bank clients who have lodged complaints with a retail bank.

The empirical results suggest that a refined and shorter version of RECOVSAT demonstrates excellent construct validity when used to measure the post‐recovery satisfaction of complaining customers.

RECOVSAT is a valid and reliable instrument that can and should be used by service managers to assess customer satisfaction with their service recovery efforts. Failure to ensure that complaining customers are satisfied with the firm's service recovery efforts, can only lead to serious problems, as the service firm will be letting the customer down for the second time.

Practitioners or service firms can use their customer complaint database to calculate satisfaction with service recovery scores (RECOVSAT scores) for different geographical regions, for different business units or different departments, even per individual employee. These scores can even be linked to remuneration or service level agreements.

First study to empirically assess the psychometric properties of an instrument that captures the multi‐dimensional nature of satisfaction with service recovery using data (post‐recovery satisfaction ratings) from customers who have actually complained to a service firm. Confirmed validity and reliability.

Damage assessment and recovery play key roles in the process of secure and reliable computer systems development. Post‐attack assessment in a distributed database system is rather complicated due to the indirect dependencies among sub‐transactions executed at different sites. Hence, the damage assessment procedure in these systems must be carried out in a collaborative way among all the participating sites in order to accurately detect all affected data items. This paper seeks to propose two approaches for achieving this, namely, centralized and peer‐to‐peer damage assessment models.

Each of the two proposed methods should be applied immediately after an intrusion on a distributed database system was reported. In the category of the centralized model, three sub‐models are further discussed, each of which is best suitable for a certain type of situations in a distributed database system.

Advantages and disadvantages of the models are analyzed on a comparative basis and the most suitable situations to which each model should apply are presented. A set of algorithms is developed to formally describe the damage assessment procedure for each model (sub‐model). Synchronization is essential in any system where multiple processes run concurrently. User‐level synchronization mechanisms have been presented to ensure that the damage assessment operations are conducted in a correct order.

The paper proposes two means for damage assessment.

This paper aims to address the gaps in service recovery strategy assessment. An effective service recovery strategy that prevents customer defection after a service failure is a powerful managerial instrument. The literature to date does not present a comprehensive assessment of service recovery strategy. It also lacks a clear picture of the service recovery actions at managers’ disposal in case of failure and the effectiveness of individual strategies on customer outcomes.

Based on service recovery theory, this paper proposes a formative index of service recovery strategy and empirically validates this measure using partial least-squares path modelling with survey data from 437 complainants in the telecommunications industry in Egypt.

The CURE scale (CUstomer REcovery scale) presents evidence of reliability as well as convergent, discriminant and nomological validity. Findings also reveal that problem-solving, speed of response, effort, facilitation and apology are the actions that have an impact on the customer’s satisfaction with service recovery.

This new formative index is of potential value in investigating links between strategy and customer evaluations of service by helping managers identify which actions contribute most to changes in the overall service recovery strategy as well as satisfaction with service recovery. Ultimately, the CURE scale facilitates the long-term planning of effective complaint management.

This is the first study in the service marketing literature to propose a comprehensive assessment of service recovery strategy and clearly identify the service recovery actions that contribute most to changes in the overall service recovery strategy.

This paper aims to study the citations made in service failure literature and assesses the knowledge construction of this region of exploration to date.

The bibliometric investigation assesses 416 service failure articles in business associated research. Multidimensional scaling is used to uncover the scope of the scholarly impacts that have helped understand the nature of the service failure literature. The establishment of knowledge in the service failure literature is revealed by analysing co-citation data to identify significant topical impacts.

The theoretical model combines five areas with significant propositions for the future improvement of service failure as an area of investigation. The most important research themes in service failure literature are service failure, service failure communication, recovery process, recovery offer and intention.

Potential research concentrating on the service failure literature could use search terms improved from the literature review, or use a comparable approach whereby a board of well-informed scholars approved the key words used.

This paper is beneficial for any reader who is interested in understanding the components of the perception of justice and recovery and how it improves repurchase intention.

The study seeks to influence resource and recovery-based concepts and utilises the five supporting knowledge groups to suggest a plan for future research that fills existing gaps and offers the possibility of expanding and enhancing the service failure literature.

This study aims to examine the role of information and communication technology (ICT)-based communication technologies to create a sustainable recovery strategy through Build Back Better practice in the existing policy framework of Bangladesh. Its purpose is to analyse the problems associated with the current recovery process of the country and how the ICT-based communication technology can improve the situation. Nevertheless, the aim also extends towards the limitation of the technology and the infrastructures and possible adjustments in this regard.

To achieve the aim, the study conducted an extensive literature review of numerous grey literature, policy papers and scientific/academic articles in an exploratory approach.

The result shows that the disaster recovery process of Bangladesh is slow, and there are some mismanagements (the lengthy risk assessment using ancient data generation processes, lack of accessibility and report-based data product) which was a cause behind the massive destruction done by recent cyclones. The ICT-based methods (proper database, many to many communications, GIS) can make this response faster, transparent and easy to access.

The research results may lack generalizability due to the research approach of the study. Thus, researchers are encouraged to test the proposed propositions further.

The study includes some possible adjustments to the argument for the existing policy infrastructure and scope of communication technology to bridge the theory and practice.

The study also includes some suggestions to engage society in disaster recovery processes.

This paper urges to study the implication of technology in terms of disaster recovery on a broad scale.

The purpose of this paper is to investigate the importance of successful service recovery in the airline sector by examining the interrelationship between perceived justice, recovery satisfaction and overall satisfaction, customer trust and customer loyalty. Furthermore, the research assesses the mediating effect of overall satisfaction and customer trust on customer loyalty.

Data were collected via an airport intercept survey of Malaysia Airlines passengers who had experienced service failure. In total, 380 responses were used for the final analysis. The study uses partial least squares structural equation modelling technique with SmartPLS 3.0, in order to test and validate the research model and hypotheses posited.

The results reveal that: recovery satisfaction is significantly affected by procedural and interactional justice; distributive and procedural justice, as well as recovery satisfaction influenced overall satisfaction; customer trust is most influenced by interactional justice, distributive justice and recovery satisfaction; customer loyalty is positively affected by customer trust, overall satisfaction and recovery satisfaction; and the influence amongst recovery satisfaction and customer loyalty is partially mediated by customer trust and overall satisfaction.

The study contributes to a whole conceptual comprehension of the essential determinants of customer loyalty from the combined perspectives of three theories, namely, justice theory, expectancy disconfirmation theory and commitment-trust theory. This study successfully differentiates the three dimensions of perceived justice and assesses them individually to discern and compare their influence on overall satisfaction, recovery satisfaction and trust. In addition, the study finds that the influence of recovery satisfaction on loyalty is partially and sequentially mediated by trust and overall satisfaction.

The purpose of this paper is to update the Global Model of Public Mental Health (GMPMH) in light of the WHO QualityRights project.

Being able to refer to international conventions and human rights standards is a key component of a genuine global approach that is supportive of individuals and communities in their quest for recovery and full citizenship. The GMPMH was inspired by the ecological approach in health promotion programs, adding to that approach the individuals as agents of mental health policies and legislation transformation. The GMPMH integrates recovery- and citizenship-oriented psychiatric practices through the Ottawa Charter for Health Promotion (WHO, 1986).

Updating the GMPMH through the WHO QualityRights Toolkit highlights the need for a new form of governance body, namely the Civic Forum, which is inclusive of local communities and persons in recovery. People with mental health disabilities, intellectual disabilities, and substance use conditions can be “included in the community” (UN Convention on the Rights of Persons with Disabilities, Article 19) only if the community is informed and welcoming, for instance through a Civic Forum and its organizing Local Council of Mental Health.

Transition from social marginalization to full citizenship represents a daunting challenge in public mental health care. An approach that focuses primarily on individuals is not sufficient in creating access to valued roles those individuals will be able to occupy in community settings. Instead, public intervention and debate are required to promote and monitor the bond of citizenship that connects people to their communities.

The GMPMH is the result of a conceptual cross-breeding between recovery and health promotion (WHO, 1986). The GMPMH is an offspring of the ecological approach in health promotion programs, adding to that approach individuals as agents of mental health transformation. It refers to international conventions and human rights standards as a central component of a genuine global approach. A community-based participatory research design is well suited, which includes a Civic Forum for local communities to become involved and supportive of service users in their quality and human rights assessments.

The purpose of this paper is to present problems related to the assessment of losses and expenditures caused by weather and climate-related events in Poland.

The data were collected by the direct questionnaire method from selected national and regional/local administration units.

The direct losses in 2001-2011 were estimated at more than PLN56 billion. The greatest losses were estimated in agriculture and infrastructure. The total amount of losses were estimated at PLN90 billion. In 2001-2011, more than PLN45 billion was spent in Poland on recovery and prevention of the impacts of extreme events, with a large part of it consisting of damages and benefits paid out by insurance companies.

Given the limitations related to the method for collecting information, the results may be underestimated. It is well-advised to consider information on such a type of uncertainty in the course of the future research.

The results are of large importance for the building of public awareness and the making of political and investment-related decisions.

The estimates given in the paper are the first presentation of losses and expenditures caused by all the extreme events in the Polish territory which has been prepared on the basis of so many official information sources. The determination of “bottlenecks” related to the existing method for collecting information is a first step toward its improvement.

The purpose of this paper is to demonstrate how social identity change can support the TC objective of promoting “right living”. This is compatible with the literature on addiction recovery which has shown that identity change is central to this process. While much of the earlier literature focussed primarily on an individual analysis of change, there is a growing body of research showing the important contribution that social networks, social group membership and associated social identities make to sustainable change.

The paper describes baseline data for a multi-site prospective cohort study of 308 clients entering therapeutic community (TC) treatment and characterizes the presenting profile of this cohort on a range of social identity and recovery measures at the point of TC entry.

The sample was predominantly male with a mean age of 35 years, with the large majority having been unemployed in the month before admission. The most commonly reported primary substance was methamphetamine, followed by alcohol and heroin. The sample reported low rates of engagement in recovery groups, but access to and moderate degrees of social support was also reported in the period prior to admission.

The paper highlights the important role that TCs play in facilitating identity change and in promoting sustainable recovery.

The paper discusses opportunities for working with social identities both during residence and in community re-integration, and highlights what TCs can do to support and sustain recovery.

The paper brings to light the potential contribution of social group membership and social identity change to management of recovery in TC settings.

The study described provides an innovative way of assessing TC effectiveness and testing novel questions about the role of social identity and recovery capital as key predictors of change.