Redoubling Emotions: An Analysis of Customers’ Emotional Patterns Following Service Failure and Recovery

none2Complaint handling research has traditionally studied customer emotional reactions following a service failure or a service recovery. To see how the combined effect of emotional responses occurring after a service failure and after a service recovery affects overall satisfaction and satisfaction with complaint handling we conducted an experiment. Our findings indicate that experiencing redoubled emotions in a service failure/recovery situation has a stronger effect on overall satisfaction and satisfaction with complaint handling than experiencing one single emotion. Our findings also show that different combinations of emotional responses (e.g. negative after failure - positive after recovery, negative after failure – negative after recovery) modulate satisfaction judgments.openSara Valentini; Chiara OrsingherSara Valentini; Chiara Orsinghe

Representations of urban cycling in sustainability transitions research: a review

Background Increased cycling is generally recognized as a highly important project in decarbonizing urban transport. Despite well-researched and broadly accepted benefts of cycling, bicycle mobility plays only a marginal role in the modal share for most cities. Purpose To make sense of this paradox, this review article investigates how cycling research engages with the governance of cycling. The review focuses on how cycling mobility is envisioned, approached and described within the change-oriented feld of sustainability transitions research. Findings Through a systematic reading of 25 peer reviewed scientifc journal articles, we fnd that the articles mainly focus on technological objects of change (e-bikes and bikesharing systems); incumbent actors; and established planning and policy measures applied to new contexts. Most studies are evaluative, lacking the forward-looking and change oriented ambition transitions research set out to address. To contribute to increased cycling mobility in urban contexts, we conclude that future cycling research might beneft from adopting more diverse and clear notions of governance objects, actors and measures

Customers’ emotions in service failure and recovery: a meta-analysis

This service failure/recovery emotions’ synthesis showed: 1) Conceptual models of emotions affect the relationship between emotions and their correlates; 2) Perceived fairness is most important in triggering negative/positive emotions; 3) Recovery satisfaction and loyalty are stronger related to positive emotions; 4) Methodological characteristics explain systematic variation in the effect sizes

Pleomorphic adenoma rehabilitative treatment in growing up patient: a 20-years follow-up

OBJECTIVE: Although tumors of minor salivary glands are rare, the pleomorphic adenoma is the most common pathology among the benign neoplasm and can be found with high prevalence in the junction between hard palate and soft palate. Most of the maxillary tumors are surgically treated through either a total or partial maxillectomy. However, surgical defects lead to both clinical and psychologic disorders for the patient. A postoperative obturator prosthesis is a good option in patients who underwent maxillectomy. It allows to restore both masticatory and speaking functions, as well as aesthetic appearance. When reconstruction of the surgical site is possible, an implant-supported prosthesis can be considered to guarantee a better function and aesthetic's rehabilitation. CASE REPORT: This clinical report presents the prosthetic rehabilitation of a patient who underwent maxillectomy because of a pleomorphic adenoma of hard palate minor salivary glands. The patient was treated with a palatal obturator prosthesis first and with an implant-supported prosthesis after surgical site's reconstruction and complete healing. CONCLUSIONS: The rehabilitation of the patient after maxillectomy through both these devices was an excellent option and provided clinical benefits, improving the patient's quality of life, allowing the patient's reinsertion into societ

The effect of repeated online Team-Based Learning on undergraduate nursing students: a quasi-experimental study

Background: Little is known about how students’ experiences with online Team-Based Learning (TBL) may have changed over time during the COVID-19 pandemic. Aims: to examine the performance of undergraduate nursing students in online TBL; to evaluate the change in students’ attitudes about teamwork and their accountability, preference and satisfaction with online TBL between 1st and 2nd year. Methods: A one-group pretest-posttest design was used. A cohort of thirty-three undergraduate nursing students attended online TBL sessions during 1st and 2nd year. Students’ performance in individual versus team readiness assurance tests in 2nd-year online TBL sessions was compared. Results from a structured questionnaire on students’ attitudes about teamwork and from the Team-Based Learning Student Assessment Instrument (TBL-SAI) were collected at different time points. Results: A statistically significant improvement was identified in students’ performance and in the categories “Overall satisfaction with Team Experience” and “Team Impact on Clinical Reasoning Ability” of the structured questionnaire. T-test of TBL-SAI mean scores showed no statistical significance. Conclusions: In repeated online TBL, teamwork increased students’ satisfaction and clinical reasoning ability. Group performance was higher than individual results. Students’ accountability, preference and satisfaction with online TBL remained high

Simple Structure Detection Through Bayesian Exploratory Multidimensional IRT Models

In modern validity theory, a major concern is the construct validity of a test, which is commonly assessed through confirmatory or exploratory factor analysis. In the framework of Bayesian exploratory Multidimensional Item Response Theory (MIRT) models, we discuss two methods aimed at investigating the underlying structure of a test, in order to verify if the latent model adheres to a chosen simple factorial structure. This purpose is achieved without imposing hard constraints on the discrimination parameter matrix to address the rotational indeterminacy. The first approach prescribes a 2-step procedure. The parameter estimates are obtained through an unconstrained MCMC sampler. The simple structure is, then, inspected with a post-processing step based on the Consensus Simple Target Rotation technique. In the second approach, both rotational invariance and simple structure retrieval are addressed within the MCMC sampling scheme, by introducing a sparsity-inducing prior on the discrimination parameters. Through simulation as well as real-world studies, we demonstrate that the proposed methods are able to correctly infer the underlying sparse structure and to retrieve interpretable solutions

Learning Non-linear Structures with Gaussian Markov Random Fields

AbstractNowadays, one of the most changeling points in statistics is the analysis of high dimensional data. In such cases, it is commonly assumed that the dimensionality of the data is only artificially high: although each data point is described by thousands of features, it is assumed that it can be modeled as a function of only a few underlying parameters. Formally, it is assumed that the data points are samples from a low-dimensional manifold embedded in a high-dimensional space.In this paper, we discuss a recently proposed method, known as Maximum Entropy Unfolding (MEU), for learning non-linear structures that characterize high dimensional data.This method represents a new perspective on spectral dimensionality reduction and, joined with the theory of Gaussian Markov random fields, provides a unifying probabilistic approach to spectral dimensionality reduction techniques. Parameter estimation as well as approaches to learning the structure of the GMRF are discusse

Neutrophil unsaturated fatty acid release by GM-CSF is impaired in cystic fibrosis

Dysregulated inflammation in cystic fibrosis (CF) is attributed to an altered production of inflammatory mediators derived from polyunsaturated lipids. In comparison to the arachidonic acid (AA) cascade, little is known about the modulation of docosahexaenoic acid (DHA) membrane release. We compared data on neutrophil DHA- and AA- release from both control (CT) and patients with CF using [3H]AA or [14C]DHA as a markers for, respectively, AA and DHA- release. Granulocyte-macrophage-colony stimulating factor stimulated DHA release from CT, but not CF, neutrophils. Comparison showed that both [14C]DHA and [3H]AA liberated after stimulation was higher in CT than in CF neutrophils. Since bioactive mediators derived from DHA are resolving factors and those derived from AA are both pro- and anti- inflammatory, these results suggest that CF is associated with a reduction of the release of PUFA-precursors of lipooxygenated resolving mediators. This leads to the hypothesis that defects in the resolving factors production could contribute to the inflammatory dysregulated processes in CF. Furthermore, the methodology used may help to improve knowledge on the regulation and resolution of inflammation

Brand e social media: alla ricerca degli strumenti più efficaci nella caccia all’engagement

Quale strategia funziona meglio nel portare i fan ad agire a favore del brand e a diffondere un post? La ricerca condotta dalle autrici consente di fornire una risposta a questi quesiti e capire cosa influenza la probabilità che un fan condivida un messaggio di un brand