Service guarantee redress options in a hotel environment

Unconditional service guarantees are a popular marketing tool in the hotel industry worldwide. They promise total satisfaction and guests are free to invoke the guarantee whenever they are dissatisfied. While many hotels offer “money-back” compensation following guarantee invocation, others vary the payout depending on the severity of the service failure and still others will only compensate the customer if the problem leading to invocation of the guarantee cannot be fixed. To the researcher’s knowledge, the influence of compensation and fix (i.e., taking action to resolve the problem) on consumers’ perceptions of distributive justice has not been examined previously in a service guarantee context. This paper begins to address this gap by presenting a conceptual model and related propositions, arguing that redress (compensation and fix) is an important predictor of consumers’ perceptions of distributive justice, and that this relationship is moderated by service failure severity.

Service guarantees and customer satisfaction: an empirical study of guarantee type and service experience

Scenario analysis was used to examine empirically the relationships between guarantee type and service experience, and consumer satisfaction, for the service of an Internet Service Provider (ISP). The scenarios involved hypothetical situations in which several factors were varied: the existence of a problem; the invocation of a guarantee, the identity of the invoker; and the manner of resolution of any problem. Alternative service guarantees were associated with each hypothetical experience: a specific guarantee, and an unconditional guarantee. Overall, consumer satisfaction related to the nature of the service experience much more strongly than it did to the difference in guarantee type.

Service failure and recovery in the presence of service guarantees

This paper presents a conceptual model and propositions outlining how, in a service recovery encounter, service guarantees (unconditional and specific) operate in conjunction with other organisational recovery variables (guarantee facilitation and service provider concern), to influence customers’ justice perceptions and subsequent satisfaction evaluations.

There's a fly in my soup : the influence of service guarantees and personal requests on customer voice

Anecdotal evidence suggests that service guarantees and personal requests by service workers encourage customers to voice following failure. However, empirical support for these tactics in facilitating complaints to the organisation is limited. To address this deficiency, a 3 (guarantee treatment: none, unconditional or combined) x 2 (personal request to voice: yes or no) x 2 (failure severity: minor or major) full factorial, between subjects experiment was conducted in a restaurant context. Findings suggest that offering a service guarantee, regardless of whether it is unconditional or combined, can encourage voice. Severity of the failure was also found to be associated with voice. Surprisingly, however, a personal request to voice was not related to customers’ voice intentions. Implications of the findings are discussed.

Who chose this restaurant anyway? The effect of responsibility for choice, guarantees and failure stability on customer complaining

Customers often behave in the context of a group, with different behavior occurring in this context to that which transpires in an individual context. However, customer complaining behavior (CCB), including voice, negative word of mouth, in addition to that transmitted electronically, and exit, in a group setting has not been studied previously. A service failure during a group celebration at a restaurant and the pattern of CCB that ensues is examined. This is based on customers’ level of responsibility in restaurant selection on behalf of the group, the presence of an unconditional service guarantee, and the perceived stability of the failure. Findings suggest that customers are more inclined to exit when they have participated to a greater degree in choice and that the presence of an unconditional guarantee interacts with participation to influence negative word of mouth intentions. Perceived failure stability had the greatest influence on CCB.

Ecosystems and human well-being

■ Human well-being has several key components: the basic material needs for a good life, freedom and choice, health, good social relations, and personal security. Well-being exists on a continuum with poverty, which has been defined as"pronounced deprivation in well-being."
■ How well-being and ill-being, or poverty, are expressed and experienced is context- and situation-dependent, reflecting local social and personal factors such as geography, ecology, age, gender,and culture.These concepts are complex and value-laden.
■ Ecosystems are essential for human well-being through their provisioning, regulating, cultural, and supporting services. Evidence in recent decades of escalating human impacts. on ecological systems worldwide raises concerns about the consequences of ecosystem changes for human well-being.
■ Human well-being can be enhanced through sustainable human interaction with ecosystems with the support of appropriate instruments, institutions, organizations, and technology. creation of these through participation and transparency may contribute to people's freedoms and choices and to increased economic, social,and ecological security.
■ Some believe that the problems from the depletion and degradation of ecological capital can be largely overcome by the substitution of physical and human capital. Others believe that there are more significant limits to such substitutions.The scope for substitutions varies by socioeconomic status.
■ We identify direct and indirect pathways between ecosystem change and human well-being,whether it be positive or negative.lndirect effects are characterized by more complex webs of causation, involving social, economic, and political threads. Threshold points exist beyond which rapid changes to human well-being can occur.
■ Indigent poorly resourced, and otherwise disadvantaged communities are generally the most vulnerable to adverse ecosystem change. Spirals, both positive and negative, can occur for any population, but the poor are more vulnerable.      
■ Functioning institutions are vital to enable equitable access to ecosystem services. lnstitutions sometimes fail or remain undeveloped because of powerful individuals or groups. Bodies that mediate the distribution of goods and services may also be appropriated for the benefit of powerful minorities.
■ For poor people, the greatest gains in well-being will occur through more equitable and secure access to ecosystem services. In the long run, the rich can contribute greatly to human well-being by reducing their substantial impacts on ecosystems and by facilitating greater access to ecosystem services by the poor.
■ We argue ecological security warrants recognition as a sixth freedom of equal weight with participative freedom, economic   facilities, social opportunities, transparency guarantees, and protective security.

Least squares splines with free knots: global optimization approach

Splines with free knots have been extensively studied in regard to calculating the optimal knot positions. The dependence of the accuracy of approximation on the knot distribution is highly nonlinear, and optimisation techniques face a difficult problem of multiple local minima. The domain of the problem is a simplex, which adds to the complexity. We have applied a recently developed cutting angle method of deterministic global optimisation, which allows one to solve a wide class of optimisation problems on a simplex. The results of the cutting angle method are subsequently improved by local discrete gradient method. The resulting algorithm is sufficiently fast and guarantees that the global minimum has been reached. The results of numerical experiments are presented.

Ruminations on war, culture war

To descry that this generation of artists has been in the midst of a war, a cultural war, sounds so obvious. After all, what generation in deeply reactionary times could not claim the same? However, who is struggling with whom and over what can often prove far more open than the popular polarities which pitch government, business, bureaucracy on one side and artists, performers, intellectuals on the other.  But what is it to say we on the one side are at war with the other? Is the war, culturally as much as militarily, limited or unconditional, intermittent or continuous, external or internal, declared or undeclared, defensive or aggressive? Is it a warfare aiming to annihilate or to annex, to conquer or to cleanse, to dominate or to displace, to eliminate or to expel, to impregnate or to enslave. In brief, warfare is waged in diverse ways with diverse goals as the brutally concise words of Thoukydides reveal when brooding upon stasis--the strife from 427 B.C. convulsing city after city in the great war between Athens and Sparta--as  the cause of many calamities--as happens and will always happen while human nature is what it is, though there may be different degrees of savagery, and, as different circumstances arise, the general rules will admit of some variety [Bk 3.82; 1972: 242).

Knowledge mediation in software quality engineering

The risk of failure of the software development process remains high despite many attempts to improve the quality of software engineering. Contemporary approaches to process assurance, such as the capability maturity model have not prevented systemic failures, nor have project management methodologies provided guarantees of software quality. The paper proposes an approach to software quality assurance based on a knowledge mediated concurrent audit, which incorporates essential feedback processes. Through a tightly integrated approach to quality audit, programmers would be empowered to use any chosen methodology to advantage, supported by intelligent monitoring of the essential interactions which occur in the development process. An experimental application implementing some aspects of the proposal is described

Quantum cryptography - one step closer to reality

Most of cryptographic techniques today provide secure enough communications in society. However, none of them can provide unconditional security (except One-Time pad, which is the only such mechanism). They all have weaknesses. That is why they should be consistently updated and renovated along with changes in technology.

However, the quantum computers have potential to completely revolutionize cryptography. They would be so powerful that all complex computations and mathematical problems on which current cryptography rely, would become trivial. They would be able to solve them in a matter of seconds. At the same time quantum cryptography would offer perfectly secure communication.

This paper is brief introduction to quantum computing, quantum cryptography, and to existing quantum technology.