Environmental assisted fracture for 4340 steel in water and air of various humidities

This paper reports on measurements of crack growth by environmental assisted fracture (EAF) for 4340 steel in water and in air at various relative humidities. Of most interest is the observation of slow crack propagation in dry air. Fractographic analysis leads to the strong suggestion that this slow crack propagation is due to hydrogen cracking caused by internal hydrogen in solid solution inside the sample material.

The impact of staff empowerment and communication style on customer evaluations: The special case of service failure

Empowering front-line staff to deal with service failures has been proposed as a method of recovering from service breakdown and ensuring greater customer satisfaction. However, no empirical study has investigated consumer responses to empowerment strategies. This research investigates the effect on customer satisfaction and service quality of two employee characteristics: the degree to which the employee is empowered (full, limited, and none), and the employee's communication style (accommodative - informal and personal, and underaccommodative-formal and impersonal). These employee characteristics are studied within the context of service failures. Subjects were shown videotaped service scenarios, and asked to complete satisfaction and service quality ratings. Results revealed that the fully empowered employee produced more customer satisfaction than the other conditions, but only when the service provider used an accommodating style of communication. Fully empowered and nonempowered employees were not judged differently when an underaccommodating style of communication was adopted. (C) 1997 John Wiley & Sons, Inc.