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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 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。

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.

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.

The purpose of this paper is to increase efficiency in ORs without affecting quality of care by improving the workflow processes. Administrative processes independent of the surgical act can be challenging and may lead to clinical impacts such as increasing delays. The authors hypothesized that a Lean project could improve efficiency of surgical processes by reducing the length of stays in the recovery ward.

Two similar Lean projects were performed in the surgery departments of two hospitals of the Centre Hospitalier Universitaire de Québec: Hôtel Dieu de Quebec (HDQ) and Hôpital de l'Enfant Jesus (HEJ). The HDQ project designed around a Define, Measure, Analyse, Improve and Control process revision and a Kaizen workshop focused on patients who were hospitalized in a specific care unit after surgery and the HEJ project targeted patients in a post-operative ambulatory context. The recovery ward output delay was measured retrospectively before and after project.

For the HDQ Lean project, wasted time in the recovery ward was reduced by 62 minutes (68 percent reduction) between the two groups. The authors also observed an increase of about 25 percent of all admissions made in the daytime after the project compared to the time period before the project. For the HEJ Lean project, time passed in the recovery ward was reduced by 6 min (29 percent reduction).

These projects produced an improvement in the flow of the OR without targeting clinical practices in the OR itself. They demonstrated that change in administrative processes can have a great impact on the flow of clinical pathways and highlight the need for comprehensive and precise monitoring of every step of the elective surgery patient trajectory.

In the running of multiple automated guided vehicles (AGVs) in warehouses, delay problems in motions happen unavoidably as there might exist some disabled components of robots, the instability of networks and the interference of people walking. Under this case, robots would not follow the designed paths and the coupled relationship between temporal and space domain for paths is broken. And there is no doubt that other robots are disturbed by the ones where delays happen. Finally, this brings about chaos or even breakdown of the whole system. Therefore, taking the delay disturbance into consideration in the path planning of multiple robots is an issue worthy of attention and research.

This paper proposes a prioritized path planning algorithm based on time windows to solve the delay problems of multiple AGVs. The architecture is a unity consisting of three components which are focused on scheduling AGVs under normal operations, delays of AGVs, and recovery of AGVs. In the components of scheduling AGVs under normal operations and recovery, this paper adopts a dynamic routing method based on time windows to ensure the coordination of multiple AGVs and efficient completion of tasks. In the component for scheduling AGVs under delays, a dynamical prioritized local path planning algorithm based on time windows is designed to solve delay problems. The introduced planning principle of time windows would enable the algorithm to plan new solutions of trajectories for multiple AGVs, which could lower the makespan. At the same time, the real-time performance is acceptable based on the planning principle which stipulates the parameters of local time windows to ensure that the computation of the designed algorithm would not be too large.

The simulation results demonstrate that the proposed algorithm is more efficient than the state-of-the-art method based on homotopy classes, which aims at solving the delay problems. What is more, it is validated that the proposed algorithm can achieve the acceptable real-time performance for the scheduling in warehousing applications.

By introducing the planning principle and generating delay space and local adjustable paths, the proposed algorithm in this paper can not only solve the delay problems in real time, but also lower the makespan compared with the previous method. The designed algorithm guarantees the scheduling of multiple AGVs with delay disturbance and enhances the robustness of the scheduling algorithm in multi-AGV system.

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 present a sensitivity analysis of fault-tolerant redundant repairable computing systems with imperfect coverage, reboot and recovery process.

In this investigation, the authors consider the computing system having a finite number of identical working units functioning simultaneously with the provision of standby units. Working and standby units are prone to random failure in nature and are administered by unreliable software, which is also likely to unpredictable failure. The redundant repairable computing system is modeled as a Markovian machine interference problem with exponentially distributed failure rates and service rates. To excerpt the failed unit from the computing system, the system either opts randomized reboot process or leads to recovery delay.

Transient-state probabilities have been determined with which the authors develop various reliability measures, namely reliability/availability, mean time to failure, failure frequency, and so on, and queueing characteristics, namely expected number of failed units, the throughput of the system and so on, for the predictive purpose. To spectacle the practicability of the developed model, a numerical simulation, sensitivity analysis and so on for different parameters have also been done, and the results are summarized in the tables and graphs. The transient results are helpful to analyze the developing model of the system before having the stability of the system. The derived measures give direct insights into parametric decision-making.

The conclusion has been drawn, and future scope is remarked. The present research study would help system analyst and system designer to make a better choice/decision in order to have the economical design and strategy based on the desired mean time to failure, reliability/availability of the systems and other queueing characteristics.

Different from previous investigations, this studied model provides a more accurate assessment of the computing system compared to uncertain environments based on sensitivity analysis.

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.