Reducing consumer switching intentions following service failure : do empowerment and apology help?

This research explores the effectiveness of apology and empowerment as service recovery actions and their impact on consumers switching intentions within the hospitality industry. It also examines two different types of failure - process failure and outcome and whether consumer-switching intentions vary based on failure type. Results suggest that apology is effective in reducing switching intentions in both types of failure. Employee empowerment reduces switching intentions in outcome failure situations, but increases switching intentions in process settings. There is also an interaction effect of apology and empowerment in the outcome failure setting, but not in the process failure setting. Recommendations for managing service recovery are provided.

Biometric, nutritional and sensory changes in intensively farmed Murray cod (Maccullochella peelii peelii, Mitchell) following different purging times

A period of purging before harvesting is common practice in intensive aquaculture to eliminate any possible off flavours from the fish. The present study was conducted to evaluate the biometrical, nutritional and sensory changes in intensively farmed Murray cod (Maccullochella peelii peelii) after 0, 2 and 4 weeks of purging. After the main biometric parameters were recorded, fish were analysed for proximate, fatty acid composition and flavour volatile compounds. A consumer preference test (triangle test) was also conducted to identify sensorial differences that may affect the consumer acceptability of the product.

Fish purged for 2 and 4 weeks had a significant weight loss of 4.1% and 9.1%, respectively, compared to unpurged fish, whilst perivisceral fat content did not change. The concentration of saturated (SFA), monounsaturated (MUFA) and highly unsaturated (HUFA) fatty acids were not significantly affected by purging time, while polyunsaturated fatty acids (PUFA), n − 3 and n − 3 HUFA were significantly higher (P < 0.05) in purged fish compared to unpurged fish. Consumers were able to detect differences between the purged and unpurged fish (P < 0.05) preferring the taste of the purged fish. However, consumers were unable to distinguish between fish purged for 2 and 4 weeks.

This study showed that a 2 weeks purging period was necessary and sufficient to ameliorate the final organoleptic quality of farmed Murray cod. With such a strategy the nutritional qualities of edible flesh are improved while the unavoidable body weight loss is limited.

Global and targeted gene expression and protein content in skeletal muscle of young men following short-term creatine monohydrate supplementation

Creatine monohydrate (CrM) supplementation has been shown to increase fat-free mass and muscle power output possibly via cell swelling. Little is known about the cellular response to CrM. We investigated the effect of short-term CrM supplementation on global and targeted mRNA expression and protein content in human skeletal muscle. In a randomized, placebo-controlled, crossover, double-blind design, 12 young, healthy, nonobese men were supplemented with either a placebo (PL) or CrM (loading phase, 20 g/day x 3 days; maintenance phase, 5 g/day x 7 days) for 10 days. Following a 28-day washout period, subjects were put on the alternate supplementation for 10 days. Muscle biopsies of the vastus lateralis were obtained and were assessed for mRNA expression (cDNA microarrays + real-time PCR) and protein content (Kinetworks KPKS 1.0 Protein Kinase screen). CrM supplementation significantly increased fat-free mass, total body water, and body weight of the participants (P < 0.05). Also, CrM supplementation significantly upregulated (1.3- to 5.0-fold) the mRNA content of genes and protein content of kinases involved in osmosensing and signal transduction, cytoskeleton remodeling, protein and glycogen synthesis regulation, satellite cell proliferation and differentiation, DNA replication and repair, RNA transcription control, and cell survival. We are the first to report this large-scale gene expression in the skeletal muscle with short-term CrM supplementation, a response that suggests changes in cellular osmolarity.

Elucidation of defence responses and signalling pathways induced in Arabidopsis thaliana following challenge with Phytophthora cinnamomi

Arabidopsis thaliana (Arabidopsis) Col-0 was inoculated with Phytophthora cinnamomi to assess the interaction and defence responses involved. Pathogen ingress and asexual reproduction occurred on root tissue but not leaf tissue. The colonisation of root tissue did not cause disease symptoms or plant death, indicating that Arabidopsis Col-0 was tolerant of the infection. The induction of several plant defence responses including the expression of defence-related genes were found, with differences displayed between inoculated root and leaf tissue. Arabidopsis defence-related gene mutant/over-expressing lines were also inoculated with P. cinnamomi but none of the lines tested exhibited a marked increase in susceptibility to the pathogen.

Effects of secondary warm up following stretching

Evidence suggests that static stretching inhibits muscular power. However, research does not reflect practice whereby individuals follow up stretching with secondary activity. This study investigated muscular power following stretching, and after a second bout of activity. Participants (n = 13) completed 3 randomized testing sessions which included a 5 min warm-up, followed by a vertical jump (VJ) on a force platform; an intervention (static stretching, dynamic, or control), followed by a second VJ. Participants then completed a series of movements, followed by a VJ, up to 60 min post activity. Immediately following the intervention, there was a 10.7% difference in VJ between static and dynamic stretching. The second warm up bout increased VJ height following the dynamic intervention, whereas the static stretching condition did not show any  differences. The novel finding from this study demonstrates a second exercise bout does not reverse the effects of static stretching and is still detrimental to VJ.

Wearing a sports compression garment on the performance of visuomotor tracking following eccentric exercise : a pilot study

Clinical compression garments have been shown to improve functional control in patients with motor impairments, however, investigation in functional control has not been observed whilst wearing sports compression garments. This pilot study assessed motor control changes in the bicep brachii muscle following a bout of eccentric exercise designed to induce delayed onset muscle soreness for intervals up to 14 days after exercise. Eight male participants performed 35 maximal isokinetic eccentric extensions at 90° s−1. Participants where then randomly divided into one of two groups to perform a one-dimensional elbow flexion/extension visuomotor tracking task; one group wore a sports compression garment during the task, the other acted as control (no garment). The group who wore the compression garment performed the tracking task significantly better immediately post-exercise, and at days 1, 2 and 3 post-exercise (p ≤ 0.05). Non-significant but large and moderate effects sizes (ES), in tracking, were found between the two groups on day 5 (ES = 1.3) and day 7 (ES = 0.7), respectively. Further research is necessary to elucidate these preliminary findings, however, the results suggest that the wearing of sports compression garments post-eccentric exercise has a positive effect on functional motor control.

Bone formation following implantation of titanium sponge rods into humeral osteotomies in dogs : a histological and histometrical study

Background: Titanium (Ti) is widely proven to enhance bone contact and growth on its surface. It is expected that bone defects could benefit from Ti to promote healing and to increase strength of the implanted area.

Purpose: The present study aimed at comparing the potential of porous Ti sponge rods with synthetic hydroxyapatite (HA) for the healing of bone defects in a canine model.

Material and Methods: Six mongrel dogs were submitted to three trephined osteotomies of 6.0 × 4.0 mm in one humerus and after 2 months another three osteotomies were performed in the contralateral humerus. A total of 36 defects were randomly filled either with Ti foam, particulate HA, or coagulum (control). The six animals were killed 4 months after the first surgery for histological and histometrical analysis.

Results: The Ti-foam surface was frequently found in intimate contact with new bone especially at the defect walls. Control sites showed higher amounts of newly formed bone at 2 months – Ti (p = 0.000) and HA (p = 0.009) – and 4 months when compared with Ti (p = 0.001). Differently from HA, the Ti foam was densely distributed across the defect area which rendered less space for bone growth in the latter's sites. The use of Ti foams or HA resulted in similar amounts of bone formation in both time intervals. Nevertheless, the presence of a Ti-foam rod preserved defect's marginal bone height as compared with control groups. Also, the Ti-foam group showed a more mature bone pattern at 4 months than HA sites.

Conclusion: The Ti foam exhibited good biocompatibility, and its application resulted in improved maintenance of bone height compared with control sites. The Ti foam in a rod design exhibited bone ingrowth properties suitable for further exploration in other experimental situations.

Serotonin discontinuation syndrome following utero exposure to antidepressant medication : prospective controlled study

Objectives: The aim of the present study was to examine neonatal symptoms previously reported to be associated with exposure to antidepressant medication in late pregnancy in a group of infants exposed to antidepressants, using a prospective and controlled design.

Method: A prospective case-control study recruited 27 pregnant women taking antidepressant medication and 27 matched controls who were not taking antidepressant medication in pregnancy. Of the 27 women taking medication, 25 remained on medication in the third trimester and, of these, 23 women had complete data available. In pregnancy and after delivery women were assessed with the Beck Depression Inventory-II and a purpose-designed questionnaire. After delivery mothers were asked a set of nine questions pertaining to symptoms of discontinuation in their newborn and questions about pregnancy and delivery complications.

Results: There was an increased risk of discontinuation symptoms in neonates exposed to antidepressant medication in late pregnancy and an association with higher dose medication. The study group were found to be significantly more likely to display behaviour such as crying, jitteriness, tremor, feeding, reflux and sneezing and sleep for <3 h after a feed. They also had significantly higher rates of jaundice and admissions to the special care nursery.

Conclusions: Exposure to antidepressants in late pregnancy is associated with a range of symptoms in the neonate that are consistent with the effects of exposure to antidepressants in late pregnancy. The clusters of symptoms most highly correlated are the gastrointestinal and central nervous system symptoms. These finding helps to identify the common symptoms associated with a neonatal serotonin discontinuation syndrome.

Tracheostomy decannulation failure rate following critical illness : a prospective descriptive study

Background : Tracheostomy is a well established and practical approach to airway management for patients requiring extended periods of mechanical ventilation or airway protection. Little evidence is available to guide the process of weaning and optimal timing of tracheostomy tube removal. Thus, decannulation decisions are based on clinical judgement. The aim of this study was to describe decannulation practice and failure rates in patients with tracheostomy following critical illness.

Methods : A prospective descriptive study was conducted of consecutive patients who received a tracheostomy at a tertiary metropolitan public hospital intensive care unit (ICU) between March 2002 and December 2006. Data were analysed using descriptive and inferential tests.

Results : Of the 823 decannulation decisions, there were 40 episodes of failed decannulation, a failure rate of 4.8%. These 40 episodes occurred in 35 patients: 31 patients failed once, 3 patients failed twice and 1 patient failed three times. There was no associated mortality. Simple stoma recannulation was required in 25 episodes, with none of these patients readmitted to ICU. Translaryngeal intubation and readmission to ICU took place for the remaining 15 episodes. The primary reason for decannulation failure was sputum retention. Twenty-four patients (60%) failed decannulation within 24 h, with 14 of these occurring within 4 h.

Conclusions : Clinical assessments coupled with professional judgement to decide the optimal time to remove tracheostomy tubes in patients following critical illness resulted in a failure rate comparable with published data. Although reintubation and readmission to ICU was required in just over one third of failed decannulation episodes, there was no associated mortality or other significant adverse events. Our data suggest nurses need to exercise high levels of clinical vigilance during the first 24 h following decannulation, particularly the first 4 h to detect early signs of respiratory compromise to avoid adverse outcomes.