Proposed multi-dimensional approach to evaluating service recovery

Purpose – The purpose of this paper is to extend thinking on service recovery processes and satisfaction with service recovery, using multi-dimensional consumer outcomes. The objective of the work was to propose that satisfaction with service recovery should be based on customers' expectations of the recovery encounter, which would be shaped by their expectations of “non-failed” encounters.

Design/methodology/approach – The paper adopts a theoretical approach. Using the existing service recovery literature as well as the traditional services literature, the conceptual framework and associated research propositions are developed.

Findings – The proposed framework suggests that service recovery is a service encounter it its own right. The effectiveness of recovery encounters will be based on how encounters operate relative to customer expectations and experiences with regard to the recovery activity.

Research limitations/implications – The research propositions and proposed framework need further empirical investigation.

Practical implications – The proposed framework suggests that managing service recovery should be undertaken in a similar fashion to managing any service, and thus managers need to understand customers' recovery expectations. Organisations also need to consider how a recovery action impacts on a range of customer outcomes, as focusing on one aspect will not capture consumers' full set of behaviours.

Originality/value – The proposed model identifies that service recovery should be evaluated with regard to consumers' recovery expectations and satisfaction is not based on expectations with regard to non-failed encounters.

Stakeholder involvement in the public planning process : the case of the proposed 12 apostles visitor centre

A range of stakeholders should inform planning processes if these processes are to be consistent with best practice principles. This paper examines the case of the 12 Apostles Visitor Centre, a tourism development which was proposed to be located in a National Park in Victoria, Australia. Limited opportunities were provided for meaningful stakeholder input during the planning phase. Despite the prevailing view amongst all major parties that some development of facilities would be appropriate, an absence of genuine consultation was experienced prompting a substantial redesign of the development concept as originally conceived (in 1996) and to project delays which postponed the commencement of the development into 2000 by which time a new State Government was in place.

Safeguarding Australia from cyber-terrorism : a proposed cyber-terrorism SCADA risk framework for Australia

Terrorist groups are currently using information and communication technologies (ICTs) to orchestrate their conventional physical attacks. More recently, terrorists have been developing a new form of capability within the cyber-arena to coordinate cyber-based attacks. This paper identifies that cyber-terrorism capabilities are an integral, imperative, yet under-researched component in establishing, and enhancing cyber-terrorism risk assessment models for SCADA systems. This paper is an extension of work previously published by Beggs and
Warren 2008, it presents a high level overview of a cyber-terrorism SCADA risk framework that has been adopted and validated by SCADA industry practitioners. The paper proposes a managerial framework which is designed to measure and protect SCADA systems from the threat of cyber-terrorism within Australia. The findings and results of an industry focus group are presented in support of the developed framework for SCADA industry adoption and acceptance.

Inactivity and the dynamics of relationship development : a proposed model

Much of the relationship development literature assumes that business relationships evolve along a standard path that often ends in failure. However, this overly restrictive assumption ignores that firms can reactivate dormant relationships. To relax this assumption, we focus on this dormant stage and posit that it reflects either naturally occurring pauses or consecutive shifts – first divergent and then convergent – in partnering needs. Ultimately, we proffer an inactivity-inclusive model that augments current dynamic process models and may help firms to manage all their relationships, active and inactive.

Exploring the types of SMEs which could use blogs as a marketing tool : a proposed future research agenda

Blogs appear to be gaining momentum as a marketing tool which can be used by organisations for such strategies and processes as branding, managing reputation, developing customer trust and loyalty, niche marketing, gathering marketing intelligence and promoting their online presence. There has been limited academic research in this area, and most significantly concerning the types of small and medium enterprises (SMEs) for which blogs might have potential as a marketing tool. In an attempt to address the knowledge gap, this paper presents a future research agenda (in the form of research questions) which can guide the eBusiness research community in conducting much needed studies in this area. This paper is particularly novel in that it aims to demonstrate how the heterogeneity of SMEs and their specific business uses of eBusiness technology such as blogs can form the central plank of a future research agenda. This is important because the existing eBusiness literature tends to treat eBusiness collectively rather than focusing on the specific business uses of different eBusiness technologies, and to treat SMEs as a homogeneous group. The paper concludes with a discussion of how this research agenda can form the basis of studies which use a range of different research methods, and how this "big picture" agenda approach might help the eBusiness research community build theory which better explains SME adoption and use of eBusiness.

Safeguarding Australia from cyber-terrorism : a proposed cyber-terrorism SCADA risk framework for industry adoption

Terrorist groups are currently using information and communication technologies (ICTs) to orchestrate their conventional physical attacks. More recently, terrorists have been developing a new form of capability within the cyber-arena to  coordinate cyber-based attacks. This paper identifies that cyber-terrorism capabilities are an integral, imperative, yet under-researched component in establishing, and enhancing cyber-terrorism risk assessment models for SCADA systems.

This paper is an extension of work previously published by Beggs and Warren 2008, it presents a high level overview of a cyber-terrorism SCADA risk framework that has been adopted and validated by SCADA industry practitioners. The paper proposes a managerial framework which is designed to measure and protect SCADA systems from the threat of cyber-terrorism within Australia. The findings and results of an industry focus group is presented in support of the developed framework for SCADA industry adoption and acceptance.

Subtypes of psychopathy : proposed differences between narcissistic, borderline, sadistic and antisocial psychopaths

Atascadero State Hospital (ASH) is a maximum-security forensic hospital that houses male patients with a wide range of psychiatric diagnoses. Psychopaths at this institution appear to be a heterogeneous group of individuals who, while sharing core personality characteristics, manifest substantial variability in their behavior. Identifying subtypes within this clinical classification can have implications for patient treatment and management, as well as for the safety of the staff who work with them and for the communities to which they will eventually return. Several means of identifying subtypes have been proposed in the literature, and potential subgroups have been identified. Clinical observations at ASH have suggested 4 possible subtypes of psychopathy: narcissistic, borderline, sadistic, and antisocial. Issues related to the conceptualization of psychopathy are addressed, recognizing that additional data are needed to understand the observed variations in cases of psychopathy.

Towards an understanding of knowledge sharing behavior of CCOs in Bangladesh : a proposed structural equations model

This paper explores the question or whether Call Center Operators (CCO) share information or knowledge with their clients and if their knowledge sharing behavior has any impact on the sustainability of their relationships with their clients.

Relapse prevention : a critique and proposed reconceptualisation

Relapse prevention (RP) plays a significant role in current treatments and post-treatment approaches to substance abuse problems. It is also widely used in a number of other problem areas, including other addictive behaviours and sexual offending. The widespread use of RP in various fields is due to both its clearly articulated theoretical basis, which has significant face validity, and its transferability into clinical practice. Also, there is a growing (though arguably still modest) body of empirical evidence that demonstrates its efficacy in a range of therapeutic contexts. However, arguably, in terms of both the theoretical underpinnings and the practical application of RP there is room for improvement. This article hypothesises that one of the key weaknesses of RP is that it takes a generally unconstructive approach to the therapeutic process through the use of negative concepts and avoidance goals. It is suggested that a 'good lives' framework of psychological wellbeing can provide a means of remedying these weaknesses of the traditional RP model. It is argued that a good lives framework can lead to a more optimistic approach to the prevention of relapse among individuals with substance use problems.

Achieving effective cross-sector R&D collaboration : a proposed management framework

Cross‐sector R&D collaboration, as exemplified by the Australian Cooperative Research Centre Program, is increasing in incidence due to government policies and corporate practices. While the benefits of such collaborations are widely promoted, the resulting relationships (typically involving companies, universities and public sector research agencies) can be difficult to manage so as to achieve beneficial outcomes for all partners. A management framework for establishing these collaborations is proposed. This framework is based on four tensions in cross‐sector collaborations, and it takes the perspective that knowledge created for mutual benefit is the common focus of these ventures.

Rhetorical approaches to scientific writing : an English-Polish contrastive study

This article reports an investigation of the rhetorical framework of research papers written by Polish scholars in English and Polish. It specifically targets the structure of introductions to articles in the field of psychology. Notions of linearity and digressiveness, as well as related issues of form and content and reader-writer reciprocity are discussed. The results of the analysis indicate that discoursal organization employed by Polish authors differs from that utilized by Anglo-American scholars. It is argued that styles of academic prose are interconnected with underlying cultural values.