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.

Polypyrrole-coated electrospun nanofibre membranes for recovery of Au(III) from aqueous solution

In this paper, for the first time, polypyrrole-coated electrospun nanofibre mats have been used as separation membranes to electrolessly recover Au from aqueous [Au(III)Cl₄]− solutions, based on a continuous-flow membrane separation process. With a [Au(III)Cl₄]− solution passing through the nanofibre membrane, the Au(III) ions were converted into elemental Au. The gold recovered was deposited on the nanofibre membranes in the form of Au particles, as confirmed by EDX and XPS measurements. It has been found that the polypyrrole-coated electrospun nanofibres are good candidate membrane material for the recovery of Au, and the recovery efficiency is affected by the membrane thickness, the permeate flux rate and the initial [Au(III)Cl₄]− concentration.

Effect of a weight-loss program on mental stress-induced cardiovascular responses and recovery

Objective: We assessed the effect of weight loss on blood pressure (BP) and pulse rate during rest, psychological stress, and recovery after stress.

Methods: Two groups of men completed two mental stress tests 12 wk apart. The control group continued their usual diet, whereas the weight-loss group underwent a dietary weight-loss program in which they were randomized to a high-fruit/vegetable and low-fat dairy diet or a low-fat diet.

Results: Fifty-five men with a baseline BP of 125.9 ± 6.9/83.6 ± 7.1 mmHg (mean ± SD) completed the study (weight-loss group, n = 28; control group, n = 27). The weight-loss group lost weight (mean ± SEM, −4.3 ± 0.3 versus +0.4 ± 0.4 kg, P = 0.001) compared with controls and had a significant decrease in resting systolic BP (SBP; −2.0 ± 1.1% versus +2.0 ± 1.1%, P < 0.05). There was a greater decrease in SBP (P < 0.05) and pulse rate (P < 0.05) at all time points during the stress test in the weight loss compared with the control group. At week 12, SBP in 23 (82%) subjects in the weight-loss group and 24 (89%) in the control group returned to resting levels, with recovering levels in the weight-loss group returning to resting levels 6.1 ± 2.6 min earlier than in the control group (P < 0.05). There was an overall greater decrease in diastolic BP (DBP; P < 0.05) and DBP during recovery up to 27 min after stress (P < 0.05) in the high-fruit/vegetable and low-fat dairy diet group (n = 14) compared with the low-fat diet group (n = 14).

Conclusion: A 5% loss of weight decreased BP during rest and returned SBP to resting levels faster, thus decreasing the period of increased BP as a result of mental stress, which is likely to lower the risk of cardiovascular disease in the long term.

Re-thinking multiculturalism: performing the Cronulla beach riot

Since 11 September 2001, Australia’s race relations have been an issue of significant cultural concern, particularly relations between Anglo-Celtic and Middle-Eastern Australians. Riots on Cronulla Beach, Sydney, in December 2005 heightened this concern. This paper looks at the events at Cronulla and the debates they catalysed about race relations in Australia, and examines how these discourses have been shaped by arguments from both the Right and the Left. Informed by the discourse of critical multiculturalism, we examine several performance-based arts activities that made the riots their subject matter and argue that these arts practices reflect a larger cultural concern about the currency of traditional forms of multiculturalism, and promote instead an emphasis on understanding racial conflict as a critical negotiation over shared territories and values.

An effective and efficient testing methodology for correctness testing for file recovery tools

We hereby develop an effective and efficient testing methodology for correctness testing for file recovery tools across different file systems. We assume that the tool tester is familiar with the formats of common file types and has the ability to use the tools correctly. Our methodology first derives a testing plan to minimize the number of runs required to identify the differences in tools with respect to correctness. We also present a case study on correctness testing for file carving tools, which allows us to confirm that the number of necessary testing runs is bounded and our results are statistically sound.

The influence of procedural and interactional justice, and disconfirmation on customers post recovery satisfaction evaluations

This study examines the influence of distributive and interactional justice and disconfirmation on customers’ postrecovery satisfaction evaluations, and in so doing, combines, for the first time, two existing instruments to operationalise the interactional justice construct. Using Structural Equation Modelling, the findings suggest that while both disconfirmation and justice are important predictors of satisfaction, distributive justice has the greatest influence. The research presented here reports on a section of a larger experiment-based study examining how customers’ postrecovery satisfaction evaluations are influenced by the way in which the organisation responds to the failure.

Recovery following laparoscopic cholecystectomy in either a 23 hour or an 8 hour facility

Research confirms that laparoscopic cholecystectomy (LC) results in shorter lengths of hospital stay and earlier return to usual activity than the traditional cholecystectomy procedure. Research in this area, however, focuses more on the medical aspects of patient recovery, but very few studies have evaluated how these patients manage their recovery at home or what types of problems they encounter. A total of 28 LC patients were randomly assigned to two groups: (1) 23 h stay (overnight) in a general surgical ward or (2) day procedure unit (DPU) stay. Data was collected by a self-administered Postoperative Symptoms Diary and telephone interview. Results showed no significant difference between the two groups of patients recovery symptoms scores. Problems with mobility, pain and elimination recorded the highest mean scores for both groups of patients. Overnight patients also experienced problems with tiredness and eating. All DPU patients were able to manage their postoperative symptoms, compared to only 44% of patients who had stayed in overnight. Carer assistance was needed with regard to activities of daily living, child care and reassurance. Results showed that with careful selection of patients, LC cases performed as day procedures did not impact at all on the patients' recovery trajectory.

Psychosocial issues facilitating recovery post-CABG surgery

Background
The acute illness phase following coronary artery bypass graft (CABG) surgery is a difficult time for patients as they try to adjust to the physical and emotional changes brought about by surgery.
Aims
To conduct an indepth examination of psychosocial issues experienced by patients post-CABG surgery and how patients manage these psychosocial issues during their recovery.
Methods
A qualitative research approach, naturalistic inquiry, guided the study. Thirty patients were interviewed 4–5 weeks following discharge from hospital after CABG surgery and at 12 months after the initial interview.
Results
esults found that adjusting to life after surgery was difficult, and patients experienced some form of physical pain or change. An unexpected finding was the extent to which many of the patients were attuned to their post-operative physical adjustments. Patients spoke of mental and emotional changes, and coming to terms with lifestyle adjustments.
Conclusion
Study findings suggest the need for a re-examination of hospital discharge preparation and further provision and monitoring of home support services.

If the Tasmanian Tiger were found, what should we do? An interdisciplinary guide to endangered species recovery

The Tasmanian tiger, or thylacine (Thylacinus cynocephalus), is a wolf-like carnivorous marsupial last reported in the 1930s in Tasmania, an island state of Australia. Although the species is likely extinct, sightings are reported annually. A fictional scenario is described in which a female thylacine with four pouched young is captured. This scenario is explored and an interdisciplinary approach to endangered species recovery is introduced. This approach is applicable to all endangered species recovery efforts and focuses on the principal dimensions of recovery: (1) orienting to the problem at hand and meeting it successfully; (2) understanding the recovery effort itself, its full context, and the required management (decision) process; (3) using a broad range of methods; and (4) integrating research results into a comprehensive recovery process (picture of the whole). By using this interdisciplinary approach, recovery can be systematically understood, best managed, and restoration prospects enhanced.