Recover From Failure: Examining the Impact of Service Recovery Stages on Relationship Marketing Strategies

Purpose: Given the digital transformation of service businesses by providing online food services and the influence of online reviews on consumers’ purchasing decisions, this study examines how service recovery attributes in different stages influence relationship marketing strategies, i.e., relationship quality and customer loyalty after service failure. This study is built upon a revised service recovery cycle model by accounting for three stages and their corresponding attributes; whereon a conceptual stage model of service recovery is proposed. This conceptual stage model incorporates stages of service recovery, their respective attributes, and how they influence relationship marketing strategies. Design/methodology/approach: An online marketing company was employed for data collection in 2019, which resulted in 301 valid responses. A Structural Equation Model (SEM) was conducted with all the data to test the relationships between the constructs. The individual measurement model was tested using the Exploratory Factor Analysis (EFA) and Confirmatory Factor Analysis (CFA). A structural model was estimated using AMOS to test all the hypotheses. Findings: The findings demonstrate that the attributes (i.e., response speed, compensation) paired with the first two stages of service recovery can significantly influence consumer loyalty in a positive state. The findings also manifest the intermediary role that relationship quality has played in the association of service recovery and consumer loyalty, which implies that the food delivery businesses could attain a more comprehended relationship quality with consumers through active and timely compensatory service recovery consumer loyalty to the food businesses. Originality/value: This study examines how these different stages of the service recovery cycle influence the decision-making of relationship marketing strategies (i.e., relationship quality, customer loyalty) on the prerequisite of service failure. This study aspires to expand the service recovery research by objectifying a conceptual stage model of service recovery, incorporating stages’ recovery attributes and how these recovery attributes reciprocally influence relationship quality and customer loyalty

Dynamic analysis of reciprocating compressor system with translational clearance and time-varying load

Dynamic behavior of reciprocating compressor system, with translational clearance between the crosshead and guide under time-varying cylinder load, is investigated. In order to analyze the dynamic response of the system with translational clearance, a novel nonlinear dynamic model is established based on the Lagrangian approach. The numerical solution of the dynamic equation is calculated by the Runge-Kutta method. The results show that the translational clearance has a great effect on the reciprocating compressor, and the more the translational clearance, the great the influence. Moreover, the phase space of the crosshead reveals that the reciprocating compressor system with translational clearance has chaotic characteristics

Dynamic analysis of localized defects in rolling bearing systems

In this paper, the dynamics of rolling bearing with localized defects of the outer ring and rolling element are investigated. In order to study the nonlinear dynamical behaviors of the rolling bearing precisely, a novel dynamic model of the rolling bearing is established based on the Lagrangian approach. By setting 0.2 mm, 0.4 mm and 0.6 mm local defects on the outer ring and rolling element of bearing respectively, the results demonstrate that the amplitude of the rolling bearing is more intense as the local defect size increases, and the acceleration amplitude fluctuation is more significant than the velocity. In addition, in the case of the same defect size, the vibration of the rolling element defect is more intense than the vibration response caused by the outer ring defect

A Compressive Sensing Assisted Massive SM-VBLAST System: Error Probability and Capacity Analysis

The concept of massive spatial modulation (SM) assisted vertical bell labs space-time (V-BLAST) (SM-VBLAST) system [1] is proposed, where SM symbols (instead of conventional constellation symbols) are mapped onto the VBLAST structure. We show that the proposed SM-VBLAST is a promising massive multiple input multiple output (MIMO) candidate owing to its high throughput and low number of radio frequency (RF) chains used at the transmitter. For the generalized massive SM-VBLAST systems, we first derive both the upper bounds of the average bit error probability (ABEP) and the lower bounds of the ergodic capacity. Then, we develop an efficient error correction mechanism (ECM) assisted compressive sensing (CS) detector whose performance tends to achieve that of the maximum likelihood (ML) detector. Our simulations indicate that the proposed ECM-CS detector is suitable both for massive SM-MIMO based point-to-point and for uplink communications at the cost of a slightly higher complexity than that of the compressive sampling matching pursuit (CoSaMP) based detector in the high SNR region

Enhanced DCT-OFDM system with index modulation

Discrete cosine transform (DCT) based orthogonal frequency division multiplexing (OFDM), which has double number of subcarrier compared to the classic discrete fourier transform (DFT) based OFDM (DFT-OFDM) at the same bandwidth, is a promising high spectral efficiency multicarrier techniques for future wireless communication. In this paper, an enhanced DCT-OFDM with index modulation (IM) (EDCT-OFDM-IM) is proposed to further exploit the benefits of the DCT-OFDM and IM techniques. To be more specific, a pre-filtering method based DCT-OFDM-IM transmitter is first designed and the non-linear maximum likelihood (ML) is developed for our EDCT-OFDM-IM system. Moreover, the average bit error probability (ABEP) of the proposed EDCT-OFDM-IM system is derived, which is confirmed by our simulation results. Both simulation and theoretical results are shown that the proposed EDCT-OFDM-IM system exhibits better bit error rate (BER) performance over the conventional DFT-OFDM-IM and DCT-OFDM-IM counterparts

Index Modulation Assisted DCT-OFDM with Enhanced Transceiver Design

An index modulation (IM) assisted Discrete Cosine Transform based Orthogonal Frequency Division Multiplexing (DCT-OFDM) with Enhanced Transmitter Design (termed as EDCT-OFDM-IM) is proposed. It amalgamates the concept of Discrete Cosine Transform assisted Orthogonal Frequency Division Multiplexing (DCT-OFDM) and Index Modulation (IM) to exploit the design freedom provided by the double number of available subcarrier under the same bandwidth. In the proposed EDCT-OFDM-IM scheme, the maximum likelihood (ML) detector used for symbol bits and index bits recovering is derived and the sophisticated designing guidelines for EDCT-OFDM-IM are provided. Based on the derived pairwise error event probability, a theoretical upper bound on the average bit-error probability (ABEP) of EDCT-OFDM-IM is provided over multipath fading channels. Furthermore, the maximum peak-to-average power ratio (PAPR) of our proposed EDCT-OFDM-IM scheme is derived and compared to than the general Discrete Fourier Transform (DFT) based OFDM-IM counterpart