Consumer evaluation of self-service innovation failure: the effect of brand equity and attribution

The purpose of this study is to examine how, when a self-service innovation fails, customers evaluate different levels of brand equity and how the brand equity effect is moderated by consumer attribution and service recovery. Based on two experimental studies, the results indicate that high-equity brands suffer less from the adverse effects of self-service innovation failures when compared with low-equity brands. However, self-service innovation failures are more detrimental to high-equity brands if they are caused by service providers' internal factors as well as low service recovery.     

Licensing policies for a new product

This paper studies licensing policies for the owner of a new product and addresses their welfare impact in the assessment of market failures. We show that the best licensing policy for the patent holder is fixed fee licensing with an exclusive territory clause. Consumers are also better off with fixed fees but do not prefer the exclusive territory clause. Social welfare is higher under exclusive territories when fixed costs are not too large. As for efficiency, the number of licences in the private market equilibrium falls short of the socially optimal solution. Our analysis discloses that (i) any policy measures aimed at enhancing the diffusion of technology, in terms of the number of licences, would be welcomed and, (ii) the permissive treatment received by licensing agreements with exclusive territories is justified.     

An Exploratory Framework for Analysing International Retail Learning

It is argued that international retail research has overlooked an essential component of the retail internationalization process, notably learning. This paper proposes an exploratory framework that enables the application of learning theory to the study of international retailing. The paper provides a meaningful starting point for developing an overarching framework which would represent one sort of re-conceptualization of the retail internationalization process, and arguably a new perspective for reinterpreting, re-evaluating and refining the existing literature on international retailing. Alongside this exploratory framework, we present a series of research propositions that might serve as an agenda for research into international retail learning. The paper concludes with a summary of the key themes and ways in which the area of international retail learning may be investigated.     

Service Recovery Efforts in Fast Food Restaurants to Enhance Repeat Patronage

Abstract

The purpose of this study is to: (a) identify service failure incidents; (b) identify service recovery efforts; and (c) determine the effects of resolution levels repeat patronage. Employee service behavior and monetary rewards were found to have a significant effect on resolution levels. The manager should provide guiding principles to improve service quality. Furthermore, mentoring and empowerment may improve employee service performance. Complete resolution leads to repeat patronage. The study found significant relationships between demographic characteristics with service failures and service recovery efforts. Lastly, there were significant relationships between the critical service failures and service recovery efforts and types of fast food restaurants.     

天然气输送离心式压缩机组故障诊断方法研究

文章介绍了天然气输送离心式压缩机组的常见故障,分析了故障原因及特征,进而对其故障诊断技术现状进行了总结和比较,在此基础上针对输气动力设备故障的复杂性提出了应用数据挖掘技术对离心式压缩机组进行故障诊断的初步设想。     

银川西夏热电厂阴极振打控制回路故障分析及处理

本论文分析了宁夏电投西夏热电有限公司#1、#2机电除尘阴极振打控制装置矩阵输出回路接触器发生连续烧损故障的原因,故障后造成的影响,通过技术整改,改造输出回路继电器及电缆等处理对策措施,取得了很好的效果。     

基于生态足迹的徐州市生态安全评价

针对徐州市生态环境质量逐年下降的情况，在生态足迹原理的基础上，提出生态压力指数作为徐州市生态安全评价的指标体系，并对其生态安全评价。研究表明，徐州市2001年，2003年，2005年生态足迹压力指数为14．29，14．61，18．26。徐州市生态安全一直处于极不安全状态，其发展模式处于不可持续状态。造成徐州市生态安全危机的主要因素是资源过度消耗、人口增长和耕地减少等。     

张力带在骨科的临床应用体会

为评价张力带内固定治疗在骨科的临床应用效果,我院从1991年以来采用张力带内固定治疗多类型骨折85例。结果为85例中3个月内骨临床愈合82例,半年内骨临床愈合3例;85例中3例出现术中处理欠妥,其中由于克氏针针尾留置过长引起膝关节功能障碍2例,骨折复位欠佳1例。张力带内固定治疗骨折方法,具有术后不用外固定,允许早期功能锻炼,骨折愈合快,关节功能恢复好和劳动能力恢复早的优点。     

The influence of guarantees,active requests to voice and failure severity on customer complaint behavior

Anecdotal evidence suggests that service guarantees and requests by service workers to complain encourage customers to voice following failure, while holding negative word of mouth and exit at bay. However, empirical support for these tactics is limited. To address this deficiency, we conducted an experiment examining the influence of these devices on customer complaint behavior (CCB) across restaurant failures of varying severity. Findings suggest that offering a guarantee, regardless of it being unconditional or combined, encourages voice. Failure severity had the strongest influence on CCB, and it interacted with both active request and guarantee type in influencing exit. Theoretical and managerial implications of the findings are discussed.     

Public and private roles in plant health management

World-wide, government institutions play an important role in the management of plant health. This paper develops a conceptual framework in which suppliers and demanders jointly determine the optimal level of plant health in a hypothetical market. Next this paper argues that this market falls short of reaching an optimal plant health situation due to the public good nature of plant health and due to the presence of asymmetric information. A range of commonly applied and novel solutions to this market failure are then discussed.