An Investigation of Customer’s Emotional Response to Service Failures in Taiwan

Companies cannot avoid service failure, and the emerging negative emotions after the failed service can directly impact consumers' post-purchase behaviours which may jeopardise the company's profitability. Hence, as consumer sovereignty expands, it is increasingly important to realise how to console dissatisfied customers and eliminate their negative emotions. However, most existing studies were conducted in Western countries, but only a few investigated whether these findings apply to Taiwan. Therefore, this dissertation conducted quantitative research adopting several concepts from earlier field research to explore Taiwanese customers' emotional and behavioural responses after a service failure. The author decided to operate a specific-emotion approach and focus on three distinct negative emotions based on the appraisal theory: anger, regret, and helplessness. Further, this dissertation examines whether different service providers' responses can lessen the customers' negative emotions and desire to harm or avoid the company in Taiwan. The results of this dissertation suggested that the three negative emotions significantly lead to different customers’ post-purchase behaviours, including active coping strategies (spreading negative word-of-mouth and filing complaints) and coping with the problem passively. Additionally, these results uncover that the Taiwanese tend to react differently to what existing studies suggested with a similar failed service scenario and same negative emotions. Furthermore, as the results indicated, service providers’ actions, such as providing information, financial compensation, and communication platforms, would work differently for the three examined negative emotions. Conseqently, it is essential to realise that Taiwanese customers have different reactions and standards for service providers than Western customers when encountering service failure. Accordingly, companies should tailor business decisions to solve service failure to Taiwan’s culture instead of based on unsuitable assumptions

First-generation Science Cases for Ground-based Terahertz Telescopes

Ground-based observations at terahertz (THz) frequencies are a newly explorable area of astronomy for the next ten years. We discuss science cases for a first-generation 10-m class THz telescope, focusing on the Greenland Telescope as an example of such a facility. We propose science cases and provide quantitative estimates for each case. The largest advantage of ground-based THz telescopes is their higher angular resolution (~ 4 arcsec for a 10-m dish), as compared to space or airborne THz telescopes. Thus, high-resolution mapping is an important scientific argument. In particular, we can isolate zones of interest for Galactic and extragalactic star-forming regions. The THz windows are suitable for observations of high-excitation CO lines and [N II] 205 um lines, which are scientifically relevant tracers of star formation and stellar feedback. Those lines are the brightest lines in the THz windows, so that they are suitable for the initiation of ground-based THz observations. THz polarization of star-forming regions can also be explored since it traces the dust population contributing to the THz spectral peak. For survey-type observations, we focus on ``sub-THz'' extragalactic surveys, whose uniqueness is to detect galaxies at redshifts z ~ 1--2, where the dust emission per comoving volume is the largest in the history of the Universe. Finally we explore possibilities of flexible time scheduling, which enables us to monitor active galactic nuclei, and to target gamma-ray burst afterglows. For these objects, THz and submillimeter wavelength ranges have not yet been explored.Comment: 39 pages, 17 figures, accepted for publication in PASJ (as a review paper

Search for Heavy Neutral and Charged Leptons in e+ e- Annihilation at LEP

A search for exotic unstable neutral and charged heavy leptons as well as for stable charged heavy leptons is performed with the L3 detector at LEP. Sequential, vector and mirror natures of heavy leptons are considered. No evidence for their existence is found and lower limits on their masses are set

Search for an invisibly decaying Higgs boson in e^+e^- collisions at \sqrt{s} = 183 - 189 GeV

A search for a Higgs boson decaying into invisible particles is performed using the data collected at LEP by the L3 experiment at centre-of-mass energies of 183 GeV and 189 GeV. The integrated luminosities are respectively 55.3 pb^-1 and 176.4 pb^-1. The observed candidates are consistent with the expectations from Standard Model processes. In the hypothesis that the production cross section of this Higgs boson equals the Standard Model one and the branching ratio into invisible particles is 100%, a lower mass limit of 89.2 GeV is set at 95% confidence level

Search for Extra Dimensions in Boson and Fermion Pair Production in e+e- Interactions at LEP

Extra spatial dimensions are proposed by recent theories that postulate the scale of gravity to be of the same order as the electroweak scale. A sizeable interaction between gravitons and Standard Model particles is then predicted. Effects of these new interactions in boson and fermion pair production are searched for in the data sample collected at centre-of-mass energies above the Z pole by the L3 detector at LEP. In addition, the direct production of a graviton associated with a Z boson is investigated. No statistically significant hints for the existence of these effects are found and lower limits in excess of 1 TeV are derived on the scale of this new theory of gravity

Advanced glycation end products (AGEs) in relation to atherosclerotic lipid profiles in middle-aged and elderly diabetic patients

<p>Abstract</p> <p>Objectives</p> <p>To evaluate the association between AGEs and atherosclerotic lipid profiles among aging diabetic patients in Taiwan.</p> <p>Design and Methods</p> <p>After age and gender matching, we selected 207 diabetic subjects and 174 diabetic subjects with proteinuria. Lipid profiles, including total cholesterol (TC), triglycerides (TG), high density cholesterol-lipoprotein (HDL-C) and low density lipoprotein-cholesterol (LDL-C) were measured using standard methods. AGEs were measured with the immunoassay method.</p> <p>Results</p> <p>In general, males were heavier; however, females had higher AGEs, fasting glucose (GLU), TC, HDL-C and LDL-C levels than males, and had higher TC/HDL-C, LDL-C/HDL-C, and TG/HDL-C ratios compared to males. AGEs were more strongly correlated with TG levels and TCL/LDL-C, LDL-C/HDL-C and TG/HDL-C ratios when compared to glucose or hemoglobin A1c. Subjects had higher AGEs levels (≧ 2.0 AU) with more adverse lipid profiles.</p> <p>Conclusion</p> <p>AGEs seem to be a good biomarker to evaluate the association between diabetes and atherosclerotic disorders in aging diabetes.</p

Measurement of Exclusive rho^0 rho^0 Production in Mid-Virtuality Two-Photon Interactions at LEP

Exclusive rho^0 rho^0 production in two-photon collisions between a quasi-real and a mid-virtuality photon is studied with data collected at LEP at centre-of-mass energies 183GeV < sqrt{s} < 209GeV with a total integrated luminosity of 684.8/pb. The cross section of the process gamma gamma* -> rho^0 rho^0 is determined as a function of the photon virtuality, q^2, and the two-photon centre-of-mass energy, Wgg, in the kinematic region: 0.2GeV^2 < q^2 < 0.85GeV^2 and 1.1GeV < Wgg < 3GeV

Measurement of Hadron and Lepton-Pair Production at 130GeV < \sqrt{s} < 189 GeV at LEP

We report on measurements of e+e- annihilation into hadrons and lepton pairs. The data have been collected with the L3 detector at LEP at centre-of-mass energies between 130 and 189 GeV. Using a total integrated luminosity of 243.7 pb^-1, 25864 hadronic and 8573 lepton-pair events are selected for the measurement of cross sections and leptonic forward-backward asymmetries. The results are in good agreement with Standard Model predictions

Search for Manifestations of New Physics in Fermion-Pair Production at LEP

The measurements of hadron and lepton-pair production cross sections and leptonic forward-backward asymmetries performed with the L3 detector at centre-of-mass energies between 130 GeV and 189 GeV are used to search for new physics phenomena such as: contact interactions, exchange of virtual leptoquarks, scalar quarks and scalar neutrinos, effects of TeV strings in models of quantum gravity with large extra dimensions and non-zero sizes of the fermions. No evidence for these phenomena is found and new limits on their parameters are set