Examining the trade-off between compensation and promptness in eWOM-triggered service recovery:A restorative justice perspective

Our research examines the effectiveness of monetary compensation and the promptness of response during electronic word-of-mouth (eWOM)-triggered service recovery. Drawing upon restorative justice theories, we explore three main questions: whether the hotel’s response to negative online reviews are always beneficial; whether offering compensation or responding promptly is more efficient under different levels of service failure severity; and how the hotel’s response influences consumers’ future engagement through eWOM media. Experimental results reveal that making minimum online service recovery effort is only effective in fixing consumer attitudes for less severe service failures. Compensation is the optimal solution for less severe failures, while prompt response is optimal for more severe service failures. The hotel’s responsiveness to negative reviews and the service recovery outcome positively influence consumers’ future eWOM behaviours through the same online medium. Implications for hotels seeking cost-effective management of negative reviews and for online media owners are offered

Affine Disjunctive Invariant Generation with Farkas' Lemma

Invariant generation is the classical problem that aims at automated generation of assertions that over-approximates the set of reachable program states in a program. We consider the problem of generating affine invariants over affine while loops (i.e., loops with affine loop guards, conditional branches and assignment statements), and explore the automated generation of disjunctive affine invariants. Disjunctive invariants are an important class of invariants that capture disjunctive features in programs such as multiple phases, transitions between different modes, etc., and are typically more precise than conjunctive invariants over programs with these features. To generate tight affine invariants, existing constraint-solving approaches have investigated the application of Farkas' Lemma to conjunctive affine invariant generation, but none of them considers disjunctive affine invariants