Variation in length, fecundity and survival of pink wax scale, Ceroplastes rubens Maskell (Hemiptera: Coccidae), on umbrella trees

We investigated some of the factors that may lead to outbreaks of pink wax scale, Ceroplastes rubens Maskell, on umbrella trees, Schefflera actinophylla (Endl.). Estimates of birth and death rates of pink wax scale were high and variable within and among trees; variation in these rates was not related to scale density. Adult fecundity correlated significantly but weakly with adult test length; mean fecundity was 292 eggs per female with a range of 5-1178. Adult test length and its variance decreased weakly with increasing density. Field experiments showed that mortality of C. rubens is greatest during the first 24 hours after hatching when approximately half disappear. The rate of loss decreases over time with 0.3% of initial motile first-instar nymphs surviving to maturity. Rates of loss varied significantly between trees, indicating that some trees are more suitable for scale colonisation and survival.

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.

Estimating Investment Risk in Small-Scale Plantation Rainforest Cabinet Timbers and Eucalypts

‘This book is a landmark opening and first attempt at such a process for defining farm forestry, as well as making a contribution to small-scale forestry.’