The Intentional Use of Service Recovery Strategies to Influence Consumer Emotion, Cognition and Behaviour

Service recovery strategies have been identified as a critical factor in the success of. service organizations. This study develops a conceptual frame work to investigate how specific service recovery strategies influence the emotional, cognitive and negative behavioural responses of . consumers., as well as how emotion and cognition influence negative behavior. Understanding the impact of specific service recovery strategies will allow service providers' to more deliberately and intentionally engage in strategies that result in positive organizational outcomes. This study was conducted using a 2 x 2 between-subjects quasi-experimental design. The results suggest that service recovery has a significant impact on emotion, cognition and negative behavior. Similarly, satisfaction, negative emotion and positive emotion all influence negative behavior but distributive justice has no effect

Putting the Customer Back in the Center of SOA with Service Design and User-Centered Design

This article introduces a methodology used for designing the online presence of a Swiss SME providing Cloud Services. The Web application used for the purchasing and administration, backed by a Service-Oriented Architec-ture (SOA), has been designed to be customer-centric using a combination of different techniques borrowed from the fields of ethnomethodology, service de-sign and user-centered design. The tools employed include service blueprint de-sign and affinity diagram analysis followed by prototyping and subsequent usa-bility evaluation. This collaborative methodology explained with the help of the applied research project use case is seen to yield excellent results in terms of customer-orientation

Does Culture Impact Preferred Employee attributes in Complaint Handling Encounters?

Recently, Gruber et al.’s (2011) Kano study revealed that complaining customers in Saudi Arabia are less difficult to delight than UK customers. The present study investigates whether these differences are caused by different service sector development stages, as suggested in their study, or by cultural differences instead. Data were collected using Kano questionnaires from 151 respondents with complaining experience in Singapore. This country was chosen as it has a highly developed service economy (like the UK) but also a collectivistic culture (like Saudi Arabia). The analysis reveals that Singaporean customers show the same preferences as those in the UK. We consider this as a strong indicator for the suggested impact of the stage of service sector development rather than cultural differences on complaining customers’ preferences of frontline employee attributes. Our results support the findings by Gruber et al. (2011). By doing so, they surprisingly refute previous research which concluded that national culture plays a significant role in shaping customer expectations during complaint handling encounters. Our study especially corroborates the notion of a life cycle of quality attributes that had been found for goods and services and the preferred attributes of frontline employees dealing with customer complaints

Means-end analysis of consumers’ perceptions of virtual world affordances for e-commerce

Virtual worlds are three-dimensional (3D) persistent multi-user online environments where users interact through avatars. The affordances of virtual worlds can be useful for business-to-consumer e-commerce. Moreover, affordances of virtual worlds can complement affordances of websites to provide consumers with an enhanced e-commerce experience. We investigated which affordances of virtual worlds can enhance consumers‟ experiences on e-commerce websites. We conducted laddering interviews with 30 virtual world consumers to understand their perceptions of virtual world affordances. A means-end analysis was then applied to the interview data. The results suggest co-presence, product discovery, 3D product experience, greater interactivity with products and sociability are some of the key virtual world affordances for consumers. We discuss theoretical implications of the research using dimensions from the Technology Acceptance Model. We also discuss practical implications, such as how virtual world affordances can be incorporated into the design of e-commerce websites

Observational diagnostics of gas in protoplanetary disks

Protoplanetary disks are composed primarily of gas (99% of the mass). Nevertheless, relatively few observational constraints exist for the gas in disks. In this review, I discuss several observational diagnostics in the UV, optical, near-IR, mid-IR, and (sub)-mm wavelengths that have been employed to study the gas in the disks of young stellar objects. I concentrate in diagnostics that probe the inner 20 AU of the disk, the region where planets are expected to form. I discuss the potential and limitations of each gas tracer and present prospects for future research.Comment: Review written for the proceedings of the conference "Origin and Evolution of Planets 2008", Ascona, Switzerland, June 29 - July 4, 2008. Date manuscript: October 2008. 17 Pages, 6 graphics, 134 reference

Albuquerque, New Mexico, USA: A sunbelt city rapidly outgrowing its aquifer

Albuquerque, New Mexico, is located along the Rio Grande in central New Mexico, at an elevation of 5280 feet. Albuquerque`s climate reflects its high desert setting; average annual precipitation in the basin is only 8 to 10 inches. The Albuquerque metropolitan area is part of the rapidly growing {open_quotes}sunbelt{close_quotes} region of the southwestern United States and is undergoing rapid development. The municipal, industrial, and residential water needs of the entire population are currently met by groundwater, while agricultural needs within the basin are met by surface water diverted from the Rio Grande. While the city is blessed with an extremely productive aquifer, current metropolitan area annual groundwater extractions of 170,000 acre-feet far exceed the sustainable yield of the aquifer. Continued drawdown will lead to greater pumping costs, ground surface subsidence problems, and eventual aquifer depletion. At the same time, industrial and non-point-source contamination and naturally occurring arsenic levels are raising concerns about groundwater quality. New Mexico water law has required the City to acquire surface water rights and allocations on the Rio Grande sufficient to offset estimated losses from the river induced by the City`s groundwater extraction. It has become increasingly clear that the induced recharge had been greatly overestimated, and that the City is thus not actually consuming its surface water as intended. The City, in cooperation with local, state, and federal agencies, has explored a variety of conjunctive use proposals, all designed to permit the City to use its surface water more directly. The City Council is presently considering a strategy calling for full use of the city`s surface water resources and creation of a groundwater drought reserve. Implementation of this strategy will require regulatory approval and major capital investment, both of which require political support

Services Marketing : Integrating Customer Focus Across the Firm

The Second European Edition of Services Marketing: Integrating Customer Focus Across the Firm by Wilson, Zeithaml, Bitner and Gremler uniquely focuses on the development of customer relationships through quality service. Reflecting the increasing importance of the service economy, Services Marketing is the only text that put the customer's experience of services at the centre of its approach. The core theories, concepts and frameworks are retained, and specifically the gaps model, a popular feature of the book. The text moves from the foundations of services marketing before introducing the gaps model and demonstrating its application to services marketing. In the second edition, the book takes on more European and International contexts to reflect the needs of courses, lecturers and students. The second edition builds on the wealth of European and International examples, cases, and research in the first edition, offering more integration of European content. It has also be fully updated with the latest research to ensure that it continues to be seen as the text covering the very latest services marketing thinking. In addition, the cases section has been thoroughly examined and revised to offer a range of new case studies with a European and global focus. The online resources have also been fully revised and updated providing an excellent package of support for lecturers and students