Creating positive habits in water conservation: The case of the Queensland Water Commission and the Target 140 campaign

This case study reports the activities of the Queensland Water Commission (QWC) in securing the water supply for Brisbane and surrounding South East Queensland (SEQ) in response to the worst drought on record. The case focuses on residential water use and examines a three year period from 2006 to 2009. The focus of the study is the interventions of 2007, which centres on the Target 140 campaign. In 2007, the QWC faced with critically low dam levels identified household consumption as responsible for 70% of water use. The eight month Target 140 campaign targeted household users, aiming to change the water use habits of SEQ residents. The campaign achieved not only immediate reductions in water use but also contributed to long term behavioural and attitudinal change. The aim of the campaign was to reduce water consumption from 180 litres (l)/person/day to a target of 140 l/person/day by the end of 2007. This was achieved with water consumption dropping to an average of 129 l/person/day during the campaign and saving over 20 billon litres of water. In 2009, despite the drought broken for over a year and the water consumption target lifted to 200 l/person/day residents were continuing to consume water, on average, less than 140 l/person/day. The outcome was a capstone result for the QWC, and the Target 140 campaign went on to achieve international industry recognition. This case study demonstrates how attitudinal change, goal setting and feedback were key components of the change strategy and outlines the tactics used during the campaign. Furthermore, the case study discusses these mechanisms for change in terms of a theoretical understanding. Copyright © 2011 John Wiley & Sons, Ltd

Examining public hospital service failure: The influence of service failure type, service expectations, and attribution on consumer response

This study investigates three independent variables; types of service failure, service expectations, and attribution on postfailure responses in healthcare. A between-subjects 3 × 2 × 2 experimental design using written scenarios was used. The findings demonstrate that customer responses to service failures in hospitals are extensively influenced by the type of service failure, the level of service expectation of the provider, and, to a lesser extent, the controllability of the cause of the failure. Core service failures lead to greater increases in negative responses for satisfaction, emotional, and behavioral responses than supplementary service failure with high service expectations protecting the provider against overall dissatisfaction, negative word-of- mouth, and switching behaviors. Interestingly, perceived high controllability leads to greater dissatisfaction but not to increased negative emotional or behavioral responses. The study applies attribution theory to explain the results. The article concludes with managerial implications

A toolbox for improved recycling of critical metals and materials in low-carbon technologies

The shift towards renewable energy sources combined with other factors, such as population increase, digitalisation, and a need to decrease carbon footprint, leads to increasing metal consumption. To meet this growing demand and avoid accumulation of waste in landfills, efficient recycling methods are needed. Current pyrometallurgical and hydrometallurgical methods achieve complete digestion of end-of-life materials using high temperatures and high consumption of chemicals, respectively. These methods can be applied to recover critical metals from end-of-life materials but suffer from inherent limitations when it comes to complex end-of-life materials made of interpenetrated layers of metals, inorganics and organics. This critical review describes a set of chemical and physical tools for improved recovery of metals from various waste streams, with a strong focus on the renewable energy sector (wind turbines, solar cells) as well as lithium-ion batteries and catalysts for hydrogen production. These tools target weaknesses at the interfaces between different layers to liberate the valuable metals. Physical methods used for size reduction and separation, ultrasound to process brittle materials, hydrogen decrepitation, selective dissolution and bio-metallurgical methods to process metals are among those reviewed. Management of inorganic and organic fractions is also emphasised, with pyrolysis and solvolysis to process organics and ways to recycle these materials. Limitations and future directions are discussed, providing a comprehensive guide to improve recycling of metals with versatile tools