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.     

The role of personality characteristics and service failure severity in consumer forgiveness and service outcomes

Abstract

This study investigates how consumer personality characteristics of religiosity, spirituality, and emotional intelligence and the severity of service failure affect emotional and decisional forgiveness as a response to service failure. Further, the study explores the relationships between these two forms of forgiveness and service outcomes, including the intention to switch the service provider and spread negative word of mouth. Findings reveal that consumer religiosity has a strong and positive effect on both types of forgiveness. However, contrary to expectations, consumer spirituality has a negative relationship with decisional and no relationship with emotional forgiveness. While consumers' perceived severity of service failure is negatively related to both types of forgiveness, the findings also suggest that emotional intelligence exerts a significant moderating influence on the relationship between service failure severity and emotional forgiveness, whereas its moderating effect on decisional forgiveness does not appear to be significant. Results demonstrate the asymmetric effects of perceived severity of service failure and the two types of forgiveness on negative service outcomes. These findings contribute to the understanding on the role of consumers' implicit personality characteristics in interpretation of service failure incidents.     

Cost-effectiveness analysis of ferric carboxymaltose in iron-deficient patients with chronic heart failure in Sweden

Abstract

Objective:

Iron deficiency is a common but treatable comorbidity in chronic heart failure (CHF) that is associated with impaired health-related quality-of-life (HRQoL). This study evaluates the cost-effectiveness of the intravenous iron preparation ferric carboxymaltose (FCM) for the treatment of iron deficiency in CHF from a Swedish healthcare perspective.     

Franchisor Insolvency in Australia: Profiles,Factors, and Impacts

Franchisor failure is enduring and important in terms of cost, nationally and internationally. This article presents research into Australian franchisor firms that went into a form of bankruptcy protection known in Australia as “voluntary administration.” The research was driven by the commonality and divergence of the interests of franchisors and franchisees. The article provides an insight into franchisor failure and its effect on franchisees. It presents the substantial literature survey that was used to frame questions for franchisor administrators to understand issues associated with franchisors in administration. The limited data demonstrate diversity in the treatment of franchisees during the franchisor's administration. In Australia, franchisees remain a captive, financially committed counterparty during insolvency and potentially deliver a great financial benefit to the franchisor's creditors. The article concludes that administration of franchisors does not take into account the distinct relationship between franchisors and their franchisees and provides policy recommendations to address this matter.     

数控机床加工精度异常故障的诊断与处理

社会的迅速发展推动了现代制造技术的进步,也实现了数控机床的推广。由于其是根据加工程序自动加工零件,因此具有加工精度高、生产效率高、加工功能强等特点。然而在实际应用中,因操作人员对影响数控加工精度的因素不甚了解,在加工中,无法进行高精度施工,影响整个工程的质量。为了保证施工质量,文章根据笔者自身多年的工作经验,结合理论分析,对数控机床加工精度异常的故障,找出有效的的诊断措施及相关的应对措施,望能起到抛砖引玉的效果。     

电厂燃煤锅炉灭火原因分析及对策

从锅炉燃料着火和燃烧的条件出发,详细分析了电站锅炉灭火的原因,概括了电站锅炉灭火时的处理要点,并针对煤质变差和低负荷运行两种情况,阐明了预防电站锅炉灭火的对策。     

煤层底板破坏深度测试在底板水害评价中的应用

煤层底板破坏深度是评价华北型煤矿突水危险性的关键指标,在注水法和声波测试法造价太高且不具备条件的情况下如何获得这一参数,一直是摆在科技人员面前的重要课题.通过轩岗矿区刘家梁煤矿的实验,探索了应变测试底板破坏深度的途径,正确地评价了刘家粱煤矿5124工作面底板突水的危险性,这一方法在我国的底板破坏深度探测领域具有推广价值.     

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.     

Determinants of Hazard Confronting New Entry: Does Financial Structure Matter?

This paper attempts to identify the determinants ofhazard confronting 219 new manufacturing firmsestablished in 1982–84 and followed up to1992 using a Cox regression model. Three sets ofvariables are combined in the analysis: firm, sectorand cohort specific. Financial, firm specificcharacteristics such as larger initial financialcapital size, conservative borrowing, heavier fixedasset commitment and lower diversification in terms ofholding other firms' assets are estimated to reducefirm hazard. Higher sectoral entry and lower sunk costsectoral requirements by increasing marketcontestability increase risk of failure together withcyclical variations.     

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.