煤矿空压机余热回收利用项目设计

为了提高空压机能量利用率,解决空压机在夏季制冷效果差等问题,以新疆地区某煤矿空压机改造工程为例,提出了一种余热回收系统用以吸收空压机产生的余热。系统利用油水换热器将空压机产生的余热经一次循环系统传递到高温水箱,由高温水箱加热自来水制备洗浴热水。研究数据表明,系统全年回收余热相当于87 952 m³天然气所释放的热量,在冬季、夏季和春秋季利用这些余热可制备的45 ℃洗浴用水量分别为51.5,58.9和55.7 t。此外,经济性分析表明,系统的静态投资回收期预计为2.5 a。因此所设计的空压机余热回收技术具有一定的经济和使用价值,研究结果对矿区空压机余热回收系统的推广具有重要的借鉴意义。     

构建容灾备份系统 保障企业数据安全

在企业对信息的依赖性越来越强的今天,信息已成为企业的生命源泉。从对容灾的理解、构建容灾备份系的必要性、容灾备份系统组成及需考虑的因素等方面来阐述容灾备份系统的构建。     

从儿童肱骨髁上骨折畸形愈合看儿童骨骼组织的塑型能力

为探讨儿童骨骼的塑型能力,对湖北理工学院附属医院门诊收治的9例儿童肱骨髁上骨折因未及时复位或处理不当,导致骨折畸形愈合的情况进行回顾性分析。结果为9例肱骨髁上骨折畸形愈合经过6～8个月的自行塑型而达到了完全功能康复。儿童发育期间的骨组织具有很强的塑型能力。     

Scoring More After Service Failures: Why Do Customers Overclaim?

ABSTRACT

More and more customers attempt to claim what they can, rather than what they are offered by the service firm after service failures. The present article empirically investigates the role of situational characteristics in triggering the intention to overclaim through a mediating process of customer's cognitive and emotional responses to the service failure. The model goes beyond predicting the likelihood of overclaiming behavior and offers some insights related to the magnitude or the extent of such claims. The results indicate that cognitive and affective drivers of overclaiming behavior have different impacts on the magnitude or the extent of such claims.     

旅游企业服务补救措施与游客满意度关系研究

获得境内外游客是旅游企业关注的问题,但如何保留游客这一问题却常被忽视。旅游服务失败时常发生,对其及时正确的补救关系到游客满意度。基于此,试图研究不同的旅游企业服务补救措施与游客满意度的关系,为旅游企业提供借鉴和参考。研究表明,道歉和解释并不能在实质上减少游客的不满;而补偿、承认错误和对员工授权则能够减少游客的不满;旅游企业采取补救措施的主动性也影响到游客对服务补救的满意度。     

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.     

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.