The Tourism Market's Response to the 2009 Black Saturday Bushfires: The Case of Gippsland

One of the key roles of a destination marketing organization (DMO) is to portray their destination in such a way that it is both appealing and inviting to their existing and potential tourism market. A challenge faced by a DMO in the regional Victorian destination of Gippsland in Australia, is the fact that they also have to manage unanticipated sudden changes in market perceptions that may occur in response to a disastrous event. The reoccurring natural disasters of this region (fires, floods and drought)—the most recent being the 2009 Black Saturday bushfires, deemed Australia's worst natural disaster in history—make it imperative that DMOs can respond effectively. This article presents the findings of an exploratory research project designed to investigate the tourism market's response to this particular disastrous event. The primary aim of the research was to better understand how a large-scale disaster impacts upon the tourist's destination image and visitation intentions, and the role of the media in these deliberations. Focus group research reveals the post-disaster media interpretations, images, and visitation intentions of intrastate and interstate, regional and metropolitan tourists. Differences are observed in relation to the participants' geographic location and distance from the fires and their understandings of the event, including their reflections on media coverage. Varying perceptions among the participants of the impact of the fires, the travel risk, and subsequent travel intentions are discussed. Managerial implications relating to media management and the refinement of future disaster management strategies are also presented.     

Postservice Recovery Customer Satisfaction in Indian Retail Banking: Scale Development and Validation

The construct of postservice customer satisfaction with respect to Indian retail banking has been studied. Furthermore, the development and validation of the postservice recovery customer satisfaction scale in Indian retail banking is detailed. The scale development process was carried out over three stages (item generation, scale purification, scale validation) and comprised of conducting depth interviews and focus groups for item generation and three separate phases of data collection, involving a total of 851 individual respondents. The data provide evidence for face, content, discriminant and convergent validity, dimensionality, reliability, and generalizability of the customer satisfaction scale in Indian retail banking.     

星载AIS信号的带通采样与恢复

针对卫星接收机对模拟器件性能要求较高的问题,提出直接对接收到的射频信号进行采样,将模拟信号转换成数字信号,后续处理用软件模块实现的方法。同时结合自动识别系统（AIS）本身两个载波频率接近以及带宽较窄的特点,根据Nyquist带通抽样定理实现以较低速率采样来获取船舶状态信息,研究了一种星载AIS信号全数字解调方法和信息检测恢复技术。首先介绍了带通采样原理,其次详细研究了多用户AIS信号采样频率的确定、两个频道信号分离方法以及单通道信号如何下变频为基带信号,其中基带信号检测采用简化的基于Viterbi的非相干检测方法,最后结合AIS协议进行信号的恢复,并通过示波器采集实际船台发送的AIS信号进行了实验,验证了该过程的正确性。     

When do customers offer firms a “second chance” following a double deviation? The impact of inferred firm motives on customer revenge and reconciliation

The present research develops and tests a theory explaining how customers respond to failed service recoveries (i.e., double deviations). This work offers three novel and important conclusions. First, inferences about a firm's motive (negative vs. positive) mediate the impact of perceptions of the double deviation (i.e., severity, blame, and fairness) on resulting outcomes (i.e., customer anger, desire for revenge, and desire for reconciliation). Second, when inferred motive is positive, desire for reconciliation overwhelms desire for revenge, leading customers to choose more reparatory than retaliatory behaviors. Third, following a double deviation, firms that both compensate and apologize to customers can change customers’ inferred motives from negative to positive, leading customers to desire more reconciliation than revenge, and engage in more reparatory than retaliatory behaviors. These studies demonstrate that, contrary to common wisdom, customers do not always respond negatively to a double deviation, and firms still have a “second chance” following a failed recovery.     

The influence of emotions on customer's cognitive evaluations and satisfaction in a service failure and recovery context

The aim of this paper is to explore the relationship between customers' negative emotions after a failure, their cognitive evaluations of the recovery process, and the overall or cumulative satisfaction in a service context. Two different constructs measure a customer's cognitive evaluations of the recovery process: disconfirmation of expectations and perceived justice. The proposed model is tested on a sample of financial service customers who suffered some type of failure. The results indicate that emotions have an indirect effect on overall or cumulative satisfaction through cognitive evaluations.     

凯氏定氮法测定粮食蛋白质含量方法研究

对凯氏定氮法测定粮食蛋白质含量的3个国家标准检验方法进行了对比,研究了蛋白质测定的消化、蒸馏、结果计算等主要操作步骤对测定结果的影响,并对蛋白质含量的国家标准检验方法及质量控制回收率测定提出了建议,对保证蛋白质检测结果的真实可靠具有重要意义.     

电费回收的风险与防范措施

电费回收是供电企业经营成果的综合反映,在电力市场的营销过程中,电费的有效回收与管理是电力销售环节中的重要一环,也是电力系统完成生产的最为关键的一个环节,可以说电费回收的好与坏,直接关系到供电企业的经济效益和正常运营,然而用电户拖欠电费的情况也成为目前困扰供电企业经营和发展的重要问题之一,如何有效地回收当期和陈欠电费,降低不良债权,有效防范和化解电费回收风险,是摆在我们面前亟待解决的重要课题。     

加热炉炉管长期高温损伤研究

本文叙述了国内外研究现状及发展趋势、影响加热炉炉管高温损伤的基本因素,针对长期高温造成炉管材质的机械性能下降程度、微观组织演化进程及损伤的炉管进行热处理来恢复到原始组织进行了研究分析.     

濮城油田高含水开发后期剩余油分布规律研究与挖潜

本文通过对濮城中渗复杂断块油藏进行剩余油分布规律的研究,从微观、宏观两个方面详细描述了高含水后期油藏剩余油分布特征,对剩余油潜力进行再认识,在此基础上,对不同的剩余油存在类型,提出了分类油藏不同的挖潜技术对策,在重组、建立、恢复注采井网的基础上,进行有效地层间调整挖潜,改善多油层非均质油藏后期开发效果,使水驱采收率得到了提高,水驱效果不断得到改善。     

我国公共租赁房的租金定价模型

公租房补充和完善了我国保障性住房制度,但如何制定合理的公租房租金标准,才能促进公租房健康可持续发展显得尤为重要。公租房租金制定应遵循一定的原则,即成本回收、差别定价和可持续性原则。