Aircraft and passenger recovery during an aircraft’s unexpected unavailability

Airlines design their initial schedules under the assumption that all resources will be available on time and flights will operate as planned. However, some disruptions occur due to mechanical failures and unexpected delays of maintenance, making the aircraft unavailable for a certain period of time. These deviations from the initial plan result in high operational costs in addition to the serious inconveniences experienced by passengers. In order to handle aircraft and passenger recovery problems simultaneously, we work on integrated networks at which aircraft routings and passenger itineraries are superimposed. Consequently, we could calculate the actual profit and cancellation cost by evaluating each passenger itinerary while considering the seat capacity limitations. In our computational results, we use a daily schedule of a major U.S. airline and clearly demonstrate that there is an optimal trade-off between operating and passenger-related costs.     

Cost‐reflective pricing: empirical insights into irrigators’ preferences for water tariffs

Using prices to improve the efficiency with which water resources are allocated is now widely accepted in principle if somewhat difficult to achieve in practice. Whilst there are some technical difficulties associated with full‐cost recovery in irrigation, the lack of political will to tackle reform remains a significant impediment. This article reports the results of an empirical investigation into farmers’ preferences for changes to water prices and tariff structures. We conclude that some of the preferences of farmers are conducive to price reform. We also find evidence that public subsidy of infrastructure in irrigation is not always aligned with the preferences of farmers.     

Banding together in a festival context: Examining effects of a joint-stakeholder external service recovery

Despite substantial growth in revenue and attendance numbers on a global and country level over the past decades, failure is still a fairly common phenomenon in the events/festival industry. Drawing on two scenario studies and data collected in the United States, this research investigated the impact on festival-goers’ evaluations and behavior of joint-stakeholder external service recoveries, in contrast to the prevalent focus on examining service recoveries by a single stakeholder that caused the failure. Findings revealed that festival-goers had different perceptions of and behavioral intentions towards the various stakeholders depending on their perception of fault for the failure. Yet, rather than a predicted joint effect with failure severity, we found a significant interaction effect of the locus of causality with service recovery measures, either via an internal or external recovery. Implications of study findings and directions for future research are discussed.     

Managing service recovery experience: Effects of the forgiveness for older consumers

The research studies empirically the role that fairness plays in shaping emotional and behavioral forgiveness among older U.S. consumers (55 years of age and older). A theoretical model is proposed and tested that proposes, consistent with theory on emotions, that perceptions of justice affect behavioral forgiveness through emotional forgiveness. An alternative theory questions whether the effects of justice are totally mediated by emotion. Comparative results support the latter model. The cognitive perceptions of justice display a stronger effect compared to the mediated effect through emotional forgiveness. Additionally, an examination of moderation by psychological age suggests that relatively old and young (psychologically) consumers react in the same manner. While clearly, service managers need to be sensitive to the emotions of senior customers, the results here suggest a stronger role for cognitive perceptions of justice. Thus, service providers need to provide senior consumers with clearly understandable explanations for any service failure and explain how the recovery efforts will compensate for the failure.     

Listen to their heart: Why does active listening enhance customer satisfaction after a service failure?

A service employee’s active listening plays a crucial role in restoring a damaged customer relationship. However, previous studies reveal little about how listening to customer complaints operates in recovering a service failure. The purpose of this research is to explore when and why the employee’s active listening has a positive influence on customer response. We define active listening as (1) listening to customers’ concerns before apologizing and (2) verbally acknowledging them. Using scenario-based experiments, we demonstrate that active listening improves customer satisfaction, which in turn increases tip size (Study 1). Moreover, we find that active listening fosters customers’ perceptions of preferential treatment, which lead to greater customer satisfaction (Study 2). Yet, such positive effects of active listening diminish when customers are unexpectedly offered a complimentary service such as a room upgrade. The implications for academic researchers and marketing managers are discussed.     

衰退企业业绩反转理论模型：演化过程及一个扩展

自上世纪七十年代以来,学界对企业业绩衰退后的反转提出了若干理论模型,通过对这些反转理论模型进行梳理,明确几个主要模型如Robbins和Pearce的模型、Arogyaswamy等的模型、Lohrke等的模型、Trahms等模型之间的联系和区别,揭示它们的演化过程,从而提出一个再扩展的模型,以期为企业反转工作提供一个基本的思考逻辑和行动的方向性指导.     

江苏省废弃食用油回收模式现状分析

文章总结了我国现有废弃食用油的主要回收模式,并从企业风险、油脂回收率、工作效率、保密性和回收成本方面进行对比。基于此,对江苏省废弃食用油回收工作进行现状分析,并从宣传力度、基础设施建设、渠道建设、溯源信息系统建设和法律法规等方面提出了相应建议。最后以苏州市为例,就所提建议的实施效果进行预测并做对比分析。     

浅析软煤层中顶层综采工作面回采初期技术管理

目前正处于煤炭行业的寒潮时期,各地煤炭企业亏损严重。为了响应国家的安全生产方针,煤炭企业在该时期生产过程中安全方面更不敢出一丝的问题。由于综采工艺相比其他采煤工艺而言大大提高了施工人员的安全系数。所以,综采工艺往往是工作面回采的首选。河南能源化工集团焦煤公司中马村矿同样采用了综采工艺对211021工作面进行回采。211021综采工作面为顶层工作面,并且所采煤层煤质较软,初采初放期间遇到了三条断层。下面就211021综采工作面回采初期的技术管理进行简要的分析总结。