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Weight loss services feature high consumer involvement that is sometimes marked by repetitive failures. These features can affect regret and its associated factors differently from the way that discrete failure can. The purpose of this study is to investigate consumer regret over repetitive failures in weight loss services as well as its antecedents (overeating and insufficient exercise), consequences (rumination and reflection) and moderators (failure experiences and required effort). This study also investigates how rumination and reflection affect persistence intention.

A total of 318 samples were collected through three surveys, one of which contained a scenario, provided to consumers who experienced repetitive failures in weight loss. The proposed relationships were tested using structural equation modeling, dominance analysis and PROCESS modeling.

The results of this study reveal that overeating contributes to regret more saliently than does insufficient exercise. The effect of regret on rumination (thoughts about continuing to blame oneself and giving up the pursuit of goals) is stronger than on reflection (thoughts about learning from prior failures and willingness to try again), and greater reflection results in higher persistence intention. Moreover, the effect of insufficient exercise on regret and the effect of regret on rumination are augmented with cumulative failure experiences, whereas required effort enhances the impact of regret on reflection.

This study is the first to focus on regret over repetitive failures in weight loss. It advances the literature by clarifying the antecedents and consequences of regret, showing how failure experiences influence the relationships between regret and its associated factors as well as identifying interventions that benefit from regret.

The purpose of this study is to investigate the impact of dissatisfaction and anger, driven by the failure of the self-service technology of banks, on customers' post-purchase behavioural reactions, such as complaints, negative word-of-mouth (NWOM) and supplier change. The stability of the failure is proposed to moderate these relationships.

The proposed research model was tested through data collected from an online survey of a Tunisian sample of 300 respondents, using the scenario method.

The study validates the positive impact of dissatisfaction on anger and negative word-of-mouth, as well as that of anger on complaint behaviour and negative word-of-mouth. The relation between dissatisfaction and negative word-of-mouth is mediated by anger. When the failure is stable, dissatisfied users of the self-service technology seek to enhance their negative word-of-mouth and supplier change. The results also show that the stability of the failure enhances the effect of anger on complaint behaviour.

Banks should invest efforts to accelerate the recovery of services to reduce consumer dissatisfaction and anger and prevent adverse behavioural outcomes. Further, they need to ensure that failures are not repeated, as failure stability activates some otherwise non-significant behavioural outcomes, like supplier change.

Previous works have focused on the impact of dissatisfaction and negative emotions for interpersonal services, but very few works have come to associate dissatisfaction, anger, complaint, negative word-of-mouth and supplier change in an integrative framework for an self-service technology failure.

Failures represent an important source of variability in service operations and a major performance challenge. As a consequence, the effective management of failures is a prerequisite to achieve lean services. The purpose of this paper is to focus on the operational perspective of failures; that is attempt to quantify the impact of critical failure parameters on key system performance measures, such as cycle time and work‐in‐process. The authors also analyze various operational concepts, or management practices, that service organizations use to address the effects of failures.

Discrete event simulation was used to model the behavior of a typical two‐stage service system (front‐office, back‐office), and design of experiments to estimate the impact of significant parameters that characterize service failures, on key system performance measures. In a final experiment, three of the most common practices used by management to address failures, and the impact of these practices on system performance under different conditions were analyzed. The findings are validated through a case study in the financial services.

The results of this study suggest that failures and rework degrade the performance of service systems. This adverse impact is reinforced, if specific inputs of the system deteriorate, such as the ability of the service organization to deliver appropriate quality, to detect failures early and to be capable enough to recover timely and efficiently from failures. In addition, the results show that typical management practices used to address the impact of failures have strengths and weaknesses depending on the characteristics of both the service system and the failures. If this is not taken into consideration, the above managerial practices may lead only to short‐term improvements, while the main causes of failures will remain unsolved.

Analyzing the impact of failures in a service environment is a challenging task. This paper complements the existing literature on service failures by focusing on the related effects on operations. With the use of simulation, the authors quantify the impact of failures on key aspects of operations of the service system and also provide useful insight into the parameters that determine the effectiveness of various management practices used in practice to address failures. Finally, the authors use a case study in financial services to validate the results.

The construction of the early platforms in the North Sea often stretched materials technology to its limits and sometimes beyond them. There are many instances where major pumps or piping systems have had to be replaced either because the original materials were not sufficient for the duty or because the process fluids have become more corrosive during the life of the oilfield. The paper reviews the considerable work that has been carried out in recent years specially directed at developing stainless steels capable of withstanding a number of the harsh corrosion environments met on off‐shore platforms. The latest stainless steels are able to withstand all the standard seawater duties without suffering from localised pitting or crevice corrosion. Their resistance to hydrogen sulphide stress corrosion means they can cope with the most sour process fluids at present met in the North Sea.

The purpose of this paper is to formulate a benchmark to increase the tyre curing press production rate while minimizing tyre curing press downtime and maintenance cost with the help of a maintenance management technique based on overall equipment effectiveness (OEE).

The methodology is based on determining the OEE of tyre curing press before and after rectifying the causes of failures. The failure mode and effect analysis (FMEA) technique is used to find out the root causes of repetitive failures in tyre curing press by using the risk priority number.

A significant change in the value of OEE is observed after rectifying the repetitive failures, which were determined using the FMEA technique. Thus, it is concluded that the OEE and FMEA assist in improving the industrial performance and competitiveness of the production equipment studied.

This study is limited to determining the OEE of single equipment only, not the whole production system. Manufacturing facilities are dependent on the operating environment; therefore a comparison of two different manufacturing plants based on the OEE value would not be justified.

This study can be applied in any tyre manufacturing industry in order to take competitive benefits, such as reduction in equipment downtime, increased production and reduction in maintenance cost.

The angle from which the paper approaches the bottleneck problem in a tyre production line is original for the studied company and shows positives results. It allows the company to apply the same approach in its other production equipment, lines and factories to achieve improvement in industrial performance and competitiveness.

The purpose of this study was to carry out an analysis of the corrosion failure on a chrome-moly pipeline transporting highly concentrated sulfuric acid in a demineralization section at a petrochemical plant, along with the feasibility of using inhibitors to minimize the corrosive effects of sulfuric acid.

X-ray fluorescence spectroscopy, high-resolution optical microscopy, scanning electron microscopy, energy-dispersive X-ray spectroscopy and accelerated corrosion experiments (ACE) were performed.

Erosion-corrosion failure was confirmed by the significant reduction in thickness of the internal surface of the material exposed to sulfuric acid, as well as the formation of an oxide scale/layer. ACE accurately predicted high material loss from exposure to sulfuric acid. Moreover, adding ascorbic acid as a corrosion inhibitor (even at low concentrations) was found to reduce the oxidation by more than 50% in the presence of sulfuric acid.

The main idea/purpose of this work relies on the analysis of recurrent real-life corrosion-attributed failures that are common in industry but are not properly addressed for a variety of reasons, poor management and lack of corrosion preventive strategies being the main ones. This study once again highlights readily available solutions/implementations that are capable of not only addressing technically the issue investigated but also, and as important, economically. By using microscopic imaging, reliable well-tested and widely used characterization methods, all combined with basic experiments and tests, the nature of the repetitive failure investigated was clearly demonstrated as well as readily available alternatives to minimize it in the short term. Nevertheless, implementing material selection techniques appropriately as effective corrosion prevention/control and cost-saving strategies must be enforced in any process.

Research has shown that more than half of attempted recovery efforts only reinforce dissatisfaction, producing a “double deviation” effect. Surprisingly, these double deviation effects have received little attention in service marketing literature. To fill this gap, this paper aims to develop and empirically test a model of how customers form satisfaction judgments in double deviation scenarios. The paper seeks to propose that emotions have a distinct and separate influence from perceived justice in explaining satisfaction with failed recovery.

The paper employs the critical incident technique to obtain data from banking customers and apply latent variable path analysis to test the proposed model.

The results of the study support the model and highlight the important role of specific recovery‐related emotions in double deviation contexts.

Future research should try to determine whether different specific negative emotions and/or the interactional and procedural components of justice affect post‐recovery judgments in double deviation scenarios.

The results show that specific emotions such as anger play an important role in explaining satisfaction with service recovery. The paper proposes that in future, customer satisfaction surveys could include items measuring specific emotions. This could increase their efficiency as managerial tools.

To the authors' knowledge, this has been the first attempt to model the effect of specific emotions triggered by the service recovery on satisfaction with service recovery and to empirically test a model of satisfaction with service recovery in double deviation scenarios. Furthermore, this study is based on the analysis of real service failures and recovery strategies.

To demonstrate a method of selecting base materials for lead‐free processing based on the kinetics of decomposition.

The paper describes the calculation of Arrhenius kinetic parameters from common “time to delamination” data (T₂₆₀). Delamination is correlated to a certain conversion into the decomposition reaction. With both of these parameters, various soldering scenarios are analysed.

The findings highlight the fact that conventional FR‐4 materials are only good for a few reflow cycles. A higher number of reflow cycles can only be fulfilled with RoHS compliant base materials. However, rework and repair may even shift those more thermally resiliant materials over the limit. The peak temperatures are over proportionally responsible for delamination failures and need to be controlled carefully.

The value of the paper lies in its ability to provide guidance on the selection of base materials to comply with various soldering processes. A model has been developed that is able to predict failure limit for a given base material and a given process.

The modern helicopters are designed with maximum serviceability and long life expectancy to ensure minimum life cycle cost. The purpose of this paper is to present a framework to incorporate the customer requirements on reliability and maintainability (R&M) parameters into the design and development phase of a contemporary helicopter, and to discuss the way to capture operational data to establish and improve the R&M parameters to reduce life cycle cost.

From the analysis, it is established that the reliability and maintainability cost is the major contributor to the life cost. The significant reliability and maintainability parameters which influence R&M cost are identified from analysis. The operational and design data of a contemporary helicopter are collected, compiled and analyzed to establish and improve the reliability and maintainability parameters.

The process depicted in the paper is followed for a contemporary helicopter and substantial amount of life cycle cost reduction is observed with improvement of R&M parameters.

The benefits of this methodology not only reduce life cycle cost but also improve the availability/serviceability through less failure and less time for scheduled maintenance. The methodologies also provide the reliability trends indicating potential area for design improvement.

The proposed approach assists asset managers to reduce the life cycle costs through improvement of R&M parameters.

The failure mode and effect analysis (FMEA) is a technique used to identify and prevent various problems related to systems, designs, and processes. The main purpose of the technique is to increase the level of service offered to the customer, eliminate or reduce costs, increase safety, enhance corporate image through a detailed and stable quality management, and monitoring system.

After presenting the FMEA main characteristics, this chapters explains how to apply the FMEA to a process and how to create a FMEA worksheet. It also highlights strengths and weaknesses of this tool.