Contingencies and characteristics of service recovery system design: insights from retail banking

Purpose: this paper explores the contingencies and characteristics of service recovery system (SRS) design. Design/methodology/approach: informed by extensive case study data from two large Italian retail banks, our theory-building study builds on the seven design characteristics proposed by Smith et al. (2009). Nineteen sub-dimensions are identified that provide a finergrain view of the SRS at the operational level. The design characteristics and the corresponding sub-dimensions comprise the SRS design framework. These sub-dimensions are then analysed across the two cases. Specific attention is given to sub-dimensions that are contingent upon service recovery strategy. Findings: the findings suggest that the extended set of SRS sub-dimensions (providing greater specificity) contributes to identifying commonality and difference between SRS configurations. This specificity facilitates the identification of two sets of SRS design characteristics (S-Type; C-Type) that correspond with SR strategy. Two propositions have been formulated with respect to this SR strategy – SRS contingency. An additional set of subdimensions, common to both cases, is explained by conformance to regulatory control. Originality/value: the paper provides novel theoretical insights into SRS design. The increased specificity of the SRS framework and the sets of sub-dimensions contingent on SR strategy extend current theory in OM. This provides opportunities for both practicing managers and for future theoretical development

Breast cancer survival in the US and Europe: a CONCORD high-resolution study.

Breast cancer survival is reportedly higher in the US than in Europe. The first worldwide study (CONCORD) found wide international differences in age-standardized survival. The aim of this study is to explain these survival differences. Population-based data on stage at diagnosis, diagnostic procedures, treatment and follow-up were collected for about 20,000 women diagnosed with breast cancer aged 15-99 years during 1996-98 in 7 US states and 12 European countries. Age-standardized net survival and the excess hazard of death up to 5 years after diagnosis were estimated by jurisdiction (registry, country, European region), age and stage with flexible parametric models. Breast cancers were generally less advanced in the US than in Europe. Stage also varied less between US states than between European jurisdictions. Early, node-negative tumors were more frequent in the US (39%) than in Europe (32%), while locally advanced tumors were twice as frequent in Europe (8%), and metastatic tumors of similar frequency (5-6%). Net survival in Northern, Western and Southern Europe (81-84%) was similar to that in the US (84%), but lower in Eastern Europe (69%). For the first 3 years after diagnosis the mean excess hazard was higher in Eastern Europe than elsewhere: the difference was most marked for women aged 70-99 years, and mainly confined to women with locally advanced or metastatic tumors. Differences in breast cancer survival between Europe and the US in the late 1990s were mainly explained by lower survival in Eastern Europe, where low healthcare expenditure may have constrained the quality of treatment

Production of benzaldehyde, benzyl alcohol and benzoic acid by yeasts and Botrytis cinerea isolated from grape musts and wines

The capacity of 100 yeast strains - isolated from grape musts and wines from the Istituto Sperimentale per l'Enologia collection - to produce benzaldehyde, benzyl alcohol and benzoic acid was verified by inoculation into a synthetic nutrient medium (MNS). Schizosaccharomyces and Zygosaccharomyces were strongest in producing benzaldehyde (maximal amount found 1200 µg/l) and benzyl alcohol (maximally 523 µg/l). Zygosaccharomyces was also most effective in the production of benzoic acid (maximally 536 µg/l), followed by Saccharomyces, Cryptococcus, Kloeckera and Torulaspora. The hypothesis was verified that yeasts can be an exogenous source of the benzyl alcohol oxidizing enzyme in grape musts and wines. Wine yeast strains of Saccharomyces spp., Zygosaccharomyces spp. and Schizosaccharomyces spp. fermenting MNS containing 150 g/l glucose, with benzyl alcohol added, transformed this into benzoic acid only when glucose was disappearing, but not into benzaldehyde. No difference was observed between aerobic and anaerobic fermentation conditions. The uptake of benzyl alcohol was rapid in fermentation essays in presence of only 10 g/l glucose and in assimilation essais performed in yeast nitrogen base broth with assimilable carbon compounds added. A catabolic repression by glucose appears likely. Botrytis cinerea was able to transform benzyl alcohol into benzaldehyde and benzoic acid on Czapek-Dox broth with 30 g/l sucrose added. Benzyl alcohol was transformed by wine yeasts into benzoic acid when the concentration of glucose in the mineral medium was less than 10 g/l, but no production of benzaldehyde was observed. A catabolic repression of this transformation by glucose is likely. Botrytis cinerea was able to produce benzaldehyde in a mineral medium with benzyl alcohol and sucrose added

Retrospective analysis of dry period length in Italian Holstein cows

This research studied the relevance of potential sources of variation for dry period length in Italian Holstein cows reared in northern Italy and investigated the effect of days dry (DD) on milk production and calving interval in the subsequent lactation. Field data of individual cow DD were merged: a) with information from the previous lactation (6832 lactations, 87 herds) and analysed to investigate factors influencing DD; b) with milk yield (MY) and calving interval (CI) of the subsequent lactation (≈4000 lactations, >80 herds) and analysed to investigate the effect of DD on subsequent lactation performance. Individual cow DD averaged 67±27d, with a median of 62d; nearly 20% of DD were greater than 80 d. Herd had the greatest impact on DD; average herd DD was 71 d and >50% of herds had a mean dry period length >70d. Longer DD were associated with second or later parity cows, lower daily MY at dryoff, and extremes in the length of the previous lactation, either short or long. After an adjustment for MY genetic merit, dry periods 80d resulted in a 100kg increase in subsequent MY. However, yield lost in the subsequent lactation caused by average DD<65 d might be offset completely by the higher yield obtained in the previous lactation due to its longer length. Conversely, dry period length did not significantly affect ensuing CI. Therefore, data from this study and literature analysis suggest that a decrease in the duration of DD could be profitable for most herds considered. A general recommendation towards dry periods between 45 to 60d could be advised

Prognostic value of morphology and hormone receptor status in breast cancer - a population based study

We analysed the 5-year relative survival among 4473 breast cancer cases diagnosed in 1990-1992 from cancer registries in Estonia, France, Italy, Spain, the Netherlands and the UK. Among eight categories based on ICD-O codes (infiltrating ductal carcinoma, lobular plus mixed carcinoma, comedocarcinoma, 'special types', medullary carcinoma, not otherwise specified (NOS) carcinoma, other carcinoma and cancer without microscopic confirmation), the 5-year relative survival ranged from 66% (95% CI 61-71) for NOS carcinoma to 95% (95% CI 90-100) for special types (tubular, apocrine, cribriform, papillary, mucinous and signet ring cell); 27% (95% CI 18-36) for cases without microscopic confirmation. Differences in 5-year relative survival by tumor morphology and hormone receptor status were modelled using a multiple regression approach based on generalised linear models. Morphology and hormone receptor status were confirmed as significant survival predictors in this population-based study, even after adjusting for age and stage at diagnosis

Western cape land use model overview

The Western Cape Land Use Model (WCLM) is integrated with the Western Cape Transport Model and Western Cape Freight Model in a system constituting the Western Cape Land Use and Transport Interaction Model (WCLUTI). The WCLM includes several model components: regions are stratified by inside and outside the City of Cape Town, markets are divided by residential and non-residential, and land use identity is divided by “formal” and “informal”. The “formal” component is modelled using CUBE Land software, which is designed to forecast the expected occupied real estate supply, location of households and firms/jobs, and rent values. The “informal” residential land use (additional informal dwellings and informal settlements) is modelled by means of utility-based supplemental models, affecting the available land and the formal location behaviour in areas close to informal property groups through a feedback loop. The objective of the joint model is to predict these components for the forecasting year under different user-defined scenarios of population and economic growth, regulations and subsidies, real estate projects and accessibility/attractiveness levels provided by the transportation system. These forecasts feed the transportation model in an integrated system, informing the land use and transport planning process through performance-based indicators, helping to achieve coordination across different sectors.Papers presented virtually at the 39th International Southern African Transport Conference on 05 -07 July 202

Aggregation effects on pigment coatings: Pigment red 179 as a case study

Here, we have studied, with a combined experimental and computational approach, the effect of the crystal environment and aggregation on the electronic properties of Pigment Red 179, which affect both its color and optical energy gap. Spectra acquired in the near-infrared and visible range of energies suggest that this molecule is indeed a "cool" dye, which can be employed as a red pigment that provides effective color coverage to different substrates without contributing to their heating during light irradiation. Spectra acquired on different polymer mixtures at different pigment concentrations (i.e., 2.5-10 wt %) suggest that absorption features depend on chromophoric arrangements promoted by the strong intermolecular I -\u3c0interactions. Calculations, performed at the time-dependent density functional theory level, allowed to both attribute the nature of the electronic transitions causing the observed spectra involved and understand the effect of the environment. Indeed, the visible spectra of the pigment is dominated by two localized transitions, with negligible charge transfer for both a dye monomer and dimer either in vacuum or acetonitrile solution. Instead, models including the crystal environment of the pigment show the presence of a high-wavelength S1 \ue2 S0 charge transfer transition between two adjacent molecules, in quantitative agreement with the experimental absorption energy of the crystal pigment

Global surveillance of cancer survival 1995-2009: analysis of individual data for 25,676,887 patients from 279 population-based registries in 67 countries (CONCORD-2)

BACKGROUND: Worldwide data for cancer survival are scarce. We aimed to initiate worldwide surveillance of cancer survival by central analysis of population-based registry data, as a metric of the effectiveness of health systems, and to inform global policy on cancer control. METHODS: Individual tumour records were submitted by 279 population-based cancer registries in 67 countries for 25·7 million adults (age 15-99 years) and 75,000 children (age 0-14 years) diagnosed with cancer during 1995-2009 and followed up to Dec 31, 2009, or later. We looked at cancers of the stomach, colon, rectum, liver, lung, breast (women), cervix, ovary, and prostate in adults, and adult and childhood leukaemia. Standardised quality control procedures were applied; errors were corrected by the registry concerned. We estimated 5-year net survival, adjusted for background mortality in every country or region by age (single year), sex, and calendar year, and by race or ethnic origin in some countries. Estimates were age-standardised with the International Cancer Survival Standard weights. FINDINGS: 5-year survival from colon, rectal, and breast cancers has increased steadily in most developed countries. For patients diagnosed during 2005-09, survival for colon and rectal cancer reached 60% or more in 22 countries around the world; for breast cancer, 5-year survival rose to 85% or higher in 17 countries worldwide. Liver and lung cancer remain lethal in all nations: for both cancers, 5-year survival is below 20% everywhere in Europe, in the range 15-19% in North America, and as low as 7-9% in Mongolia and Thailand. Striking rises in 5-year survival from prostate cancer have occurred in many countries: survival rose by 10-20% between 1995-99 and 2005-09 in 22 countries in South America, Asia, and Europe, but survival still varies widely around the world, from less than 60% in Bulgaria and Thailand to 95% or more in Brazil, Puerto Rico, and the USA. For cervical cancer, national estimates of 5-year survival range from less than 50% to more than 70%; regional variations are much wider, and improvements between 1995-99 and 2005-09 have generally been slight. For women diagnosed with ovarian cancer in 2005-09, 5-year survival was 40% or higher only in Ecuador, the USA, and 17 countries in Asia and Europe. 5-year survival for stomach cancer in 2005-09 was high (54-58%) in Japan and South Korea, compared with less than 40% in other countries. By contrast, 5-year survival from adult leukaemia in Japan and South Korea (18-23%) is lower than in most other countries. 5-year survival from childhood acute lymphoblastic leukaemia is less than 60% in several countries, but as high as 90% in Canada and four European countries, which suggests major deficiencies in the management of a largely curable disease. INTERPRETATION: International comparison of survival trends reveals very wide differences that are likely to be attributable to differences in access to early diagnosis and optimum treatment. Continuous worldwide surveillance of cancer survival should become an indispensable source of information for cancer patients and researchers and a stimulus for politicians to improve health policy and health-care systems