Differences between customer type and consumption stage in terms of service failure responses and preferred service recovery strategies in the cellphone industry

Cellphone network service providers face intense competition in a market reaching maturity. The industry is plagued with difficulties with infrastructure, congestion and subsequent service problems. This paper uncovers individual service failures customers experience in this industry, what their likely responses to a serious service failure are, and the service recovery strategies they prefer. It is the contention of the authors that different types of customers and customers in various consumption stages respond differently when faced with service failures and would therefore prefer different service recovery strategies. A total of 2339 useable responses were collected in Gauteng, South Africa through convenience sampling of cellphone owners aged 64 years or younger. The results indicate that respondents consider network unavailability to be the most common service failure. Significant differences were found between groupsof respondents, based on the type of customer and consumption stage, with regard to their likely responses to a serious service failure and the service recovery strategies they prefer. The results of the study may guide service providers in tailoring service recovery strategies for different types of customers and consumption stages.Key words: service failure, service recovery, cellphone network service providers, customer type, consumption stag

Readiness for banking technologies in developing countries

6Banks in developing countries are increasingly relying on innovativetechnologies such as cellphone banking, landline telephonebanking, internet banking and automated teller machine (ATM)banking to penetrate existing markets and to create new markets.The banking industry in South Africa, as a developing economy, isregarded as sophisticated, but providing banking facilities to the‘unbanked’ in South Africa remains a challenge. Consumers are notequally ready to adopt technology-based products, with technologyreadiness defi ned as “people’s propensity to embrace and use newtechnologies for accomplishing goals in home life and at work”. Inthe developing economy examined, a Technology Readiness Index(TRI) score of 2.53 for urban consumers was calculated. Such a TRIscore is well below that of a developed economy such as the USA,whose score is 2.88. This could imply that consumers are not asready to adopt technology, which needs to be taken into account bybanks when doing product development and investing resources toincrease customer satisfactio

Online servicescape dimensions as predictors of website trust in the South African domestic airline industry

Increased costs, competition and a dynamic environment have led to South African domestic airlines relying more on their own websites as outlets for airline tickets. Customers’ e-commerce uptake with respect to buying airline tickets online has been slow, attributed mostly to a lack of website trust. A well-designed online servicescape has been identified as an important contributor to website trust by several authors, but not yet in this particular context or industry. This study investigates the extent to which three online servicescape dimensions predict website trust in the South African domestic airline industry. A quantitative and descriptive research design was followed, and 300 responses were collected through self-administered questionnaires from domestic airline passengers who had purchased an airline e-ticket from a website. A multiple regression analysis indicates that online financial security is the best predictor of website trust, followed by layout and functionality and aesthetic appeal. Consequently, it is recommended that South African domestic airlines that wish to cultivate website trust should focus primarily on enhancing the online financial security of their websites, followed by customising the layout and functionality of their websites, and lastly improving aesthetic appeal by increasing the entertainment value of their websites.Key words: aesthetic appeal, domestic airline industry, layout and functionality, online financial security, online servicescape, servicescape dimensions, website trus

The influence of service brand equity on the strength of brand relationships in the fast food industry

The South African fast food industry is growing fast and rivals are competing fiercely, providing customers with an array of different choices. Given this situation, it has become increasingly important for fast food organisations to focus on elevating and sustaining a competitive advantage. One way of doing this is by maximising brand equity. In doing so, organisations can differentiate themselves in the minds of customers by encouraging a relationship with their brand. The aim of this study is to determine the influence of service brand equity on customers’ relationships with their fast food brand. The population comprised fast food customers residing in the North West Province of South Africa. A cross-sectional descriptive design was followed, and a convenience sample was used to select respondents. Data were obtained by means of a self-administered questionnaire, realising 379 responses. A multiple regression analysis indicates that three brand equity dimensions, namely brand awareness, brand association and brand trust, significantly and positively influence the strength of the relationships that respondents have with their favourite fast food brand (with brand trust being the most influential dimension). Fast food outlets can, therefore, strengthen their customers’ brand relationships by focusing specifically on improving these three dimensions.Key words: service brand equity, brand awareness, perceived quality, brand differentiation, brand associations, brand trust, brand relationships, fast food industry, fast food outlet

Neural Stem/Progenitor Cells from the Adult Human Spinal Cord Are Multipotent and Self-Renewing and Differentiate after Transplantation

Neural stem/progenitor cell (NSPC) transplantation is a promising therapy for spinal cord injury (SCI). However, little is known about NSPC from the adult human spinal cord as a donor source. We demonstrate for the first time that multipotent and self-renewing NSPC can be cultured, passaged and transplanted from the adult human spinal cord of organ transplant donors. Adult human spinal cord NSPC require an adherent substrate for selection and expansion in EGF (epidermal growth factor) and FGF2 (fibroblast growth factor) enriched medium. NSPC as an adherent monolayer can be passaged for at least 9 months and form neurospheres when plated in suspension culture. In EGF/FGF2 culture, NSPC proliferate and primarily express nestin and Sox2, and low levels of markers for differentiating cells. Leukemia inhibitory factor (LIF) promotes NSPC proliferation and significantly enhances GFAP expression in hypoxia. In differentiating conditions in the presence of serum, these NSPC show multipotentiality, expressing markers of neurons, astrocytes, and oligodendrocytes. Dibutyryl cyclic AMP (dbcAMP) significantly enhances neuronal differentiation. We transplanted the multipotent NSPC into SCI rats and show that the xenografts survive, are post-mitotic, and retain the capacity to differentiate into neurons and glia

Examination of the Effects of Heterogeneous Organization of RyR Clusters, Myofibrils and Mitochondria on Ca2+ Release Patterns in Cardiomyocytes

Spatio-temporal dynamics of intracellular calcium, [Ca2+]i, regulate the contractile function of cardiac muscle cells. Measuring [Ca2+]i flux is central to the study of mechanisms that underlie both normal cardiac function and calcium-dependent etiologies in heart disease. However, current imaging techniques are limited in the spatial resolution to which changes in [Ca2+]i can be detected. Using spatial point process statistics techniques we developed a novel method to simulate the spatial distribution of RyR clusters, which act as the major mediators of contractile Ca2+ release, upon a physiologically-realistic cellular landscape composed of tightly-packed mitochondria and myofibrils.We applied this method to computationally combine confocal-scale (~ 200 nm) data of RyR clusters with 3D electron microscopy data (~ 30 nm) of myofibrils and mitochondria, both collected from adult rat left ventricular myocytes. Using this hybrid-scale spatial model, we simulated reaction-diffusion of [Ca2+]i during the rising phase of the transient (first 30 ms after initiation). At 30 ms, the average peak of the simulated [Ca2+]i transient and of the simulated fluorescence intensity signal, F/F0, reached values similar to that found in the literature ([Ca2+]i 1 μM; F/F0 5.5). However, our model predicted the variation in [Ca2+]i to be between 0.3 and 12.7 μM (~3 to 100 fold from resting value of 0.1 μM) and the corresponding F/F0 signal ranging from 3 to 9.5. We demonstrate in this study that: (i) heterogeneities in the [Ca2+]i transient are due not only to heterogeneous distribution and clustering of mitochondria; (ii) but also to heterogeneous local densities of RyR clusters. Further, we show that: (iii) these structureinduced heterogeneities in [Ca2+]i can appear in line scan data. Finally, using our unique method for generating RyR cluster distributions, we demonstrate the robustness in the [Ca2+]i transient to differences in RyR cluster distributions measured between rat and human cardiomyocytes

Further phenotypic characterization of the primitive lineage− CD34+CD38−CD90+CD45RA− hematopoietic stem cell/progenitor cell sub-population isolated from cord blood, mobilized peripheral blood and patients with chronic myelogenous leukemia

The most primitive hematopoietic stem cell (HSC)/progenitor cell (PC) population reported to date is characterized as being Lin−CD34+CD38−CD90+CD45R. We have a long-standing interest in comparing the characteristics of hematopoietic progenitor cell populations enriched from normal subjects and patients with chronic myelogenous leukemia (CML). In order to investigate further purification of HSCs and for potential targetable differences between the very primitive normal and CML stem/PCs, we have phenotypically compared the normal and CML Lin−CD34+CD38−CD90+CD45RA− HSC/PC populations. The additional antigens analyzed were HLA-DR, the receptor tyrosine kinases c-kit and Tie2, the interleukin-3 cytokine receptor, CD33 and the activation antigen CD69, the latter of which was recently reported to be selectively elevated in cell lines expressing the Bcr-Abl tyrosine kinase. Notably, we found a strikingly low percentage of cells from the HSC/PC sub-population isolated from CML patients that were found to express the c-kit receptor (<1%) compared with the percentages of HSC/PCs expressing the c-kitR isolated from umbilical cord blood (50%) and mobilized peripheral blood (10%). Surprisingly, Tie2 receptor expression within the HSC/PC subset was extremely low from both normal and CML samples. Using in vivo transplantation studies, we provide evidence that HLA-DR, c-kitR, Tie2 and IL-3R may not be suitable markers for further partitioning of HSCs from the Lin−CD34+CD38−CD90+CD45RA− sub-population