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.

Relational capabilities and brand strategy within commoditised industries

In many traditionally commoditised industries, organisations are recognising that their product offering alone does not cultivate a competitive advantage. As commoditised products face greater price competition, many are looking for a more sustainable form of differentiation. Within the fresh fruit and vegetable, dairy and meat industries, organisations are increasingly value-adding and focusing on branded offerings to gain such advantage. Whilst this is witnessed within industry, there is little academic evidence that discusses the relationship between dyad partners and how this impacts their branding strategy. This paper conceptually discusses how relationships between buyer and supplier trade partners can impact the branding strategies that are ultimately pursued by dyad participants. The relationship between trade partners is conceptualised using the resource-based view. Consideration is given to relationship complexities, the external environment and performance measurement.

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.

International marketing journals : a preliminary regional and institutional examination of research productivity

Contributions to marketing knowledge are becoming more global (Stremersch and Verhoef, 2005). This paper explores the issue of regional contribution to the international marketing area, which could be expected to be more global than other areas. Publications within four leading international marketing journals were reviewed over a five-year period (1999-2003). Findings suggested that approximately 50 percent of the works were authored by academics outside North America.

Exploring the links between relational bonds and customer loyalty : the case of loyal Arabic guests at five-star hotels

Relationship marketing aims to build and maintain relationships between customers and organizations. While building strong bonds is a key objective of relationship marketing, limited empirical attention has been paid to the role of relational bonds on enhancing loyalty. This study explores the impact of financial, social and structural bonds on consumer loyalty, using a sample of loyal Arabic hotel guests. The results of this study suggest that structural bonds increase loyalty, although financial and social bonds were not found to have a significant impact on loyalty.

Building a corporate socially responsible brand : an investigation of organizational complexity

Past research has suggested that developing CSR linked brands is a complex activity that needs to consider the social issues being addressed as well as multiple facets of organisational activities. This paper proposes that organisational activities need to be considered at four different levels – corporate brand, product/line brands, location/functional activities and supply chain issues. The four activities are discussed and implications for developing CSR-leveraged brands are explored.

Transcripts, interviews, press clippings for 'Generations: grandmothers, mothers and daughters'

79 manila files in 4 archive boxes (1 file per interviewee). Comprises handwritten notes and typed transcripts of interviews with daughters who provide information about their mothers and grandmothers concerning their daily lives and objects of value to them that have been passed down through the generations. Interviews were conducted between 1983-01-02 to 1987-03-03.

Also includes some photocopies of press articles (concerning Pat Giles), a photocopy of a family heirloom (a turquoise metal player holder), a newspaper clipping (containing information about one of the interviewees), and hand drawn family trees based on the interviews.

HPV.edu study protocol: a cluster randomised controlled evaluation of education, decisional support and logistical strategies in school-based human papillomavirus (HPV) vaccination of adolescents

BACKGROUND: The National Human Papillomavirus (HPV) Vaccination Program in Australia commenced in 2007 for females and in 2013 for males, using the quadrivalent HPV vaccine (HPV 6,11,16,18). Thus far, we have demonstrated very substantial reductions in genital warts and in the prevalence of HPV among young Australian women, providing early evidence for the success of this public health initiative. Australia has a long history of school-based vaccination programs for adolescents, with comparatively high coverage. However, it is not clear what factors promote success in a school vaccination program. The HPV.edu study aims to examine: 1) student knowledge about HPV vaccination; 2) psycho-social outcomes and 3) vaccination uptake.

METHODS/DESIGN: HPV.edu is a cluster randomised trial of a complex intervention in schools aiming to recruit 40 schools with year-8 enrolments above 100 students (approximately 4400 students). The schools will be stratified by Government, Catholic, and Independent sectors and geographical location, with up to 20 schools recruited in each of two states, Western Australia (WA) and South Australia (SA), and randomly allocated to intervention or control (usual practice). Intervention schools will receive the complex intervention which includes an adolescent intervention (education and distraction); a decisional support tool for parents and adolescents and logistical strategies (consent form returns strategies, in-school mop-up vaccination and vaccination-day guidelines). Careful process evaluation including an embedded qualitative evaluation will be undertaken to explore in depth possible mechanisms for any observed effect of the intervention on primary and secondary outcomes.

DISCUSSION: This study is the first to evaluate the relative effectiveness of various strategies to promote best practice in school-based vaccination against HPV. The study aims to improve vaccination-related psychosocial outcomes, including adolescent knowledge and attitudes, decision-making involvement, self-efficacy, and to reduce fear and anxiety. The study also aims to improve school vaccination program logistics including reduction in time spent vaccinating adolescents and increased number of consent forms returned (regardless of decision). Less anxiety in adolescents will likely promote more efficient vaccination, which will be more acceptable to teachers, nurses and parents. Through these interventions, it is hoped that vaccination uptake will be increased.

Does biochar improve establishment of tree seedlings in saline sodic soils?

Reforestation of saline sodic soil is increasingly undertaken as a means of reclaiming otherwise unproductive agricultural land. Currently, restoration of degraded land is limited to species with high tolerances of salinity. Biochar application has the potential to improve physical, biological and chemical properties of these soils to allow establishment of a wider range of plants. In a glasshouse trial, we applied biochar made from Acacia pycnantha (5Mgha^-1) or no biochar to either a low (ECe 4·75 dS m^-1, ESP 6·9), a moderate (ECe 27·6 dS m^-1, ESP 29·3) or a high (ECe 49·4 dS m^-1, ESP 45·1) saline sodic soil. The regional common reforestation species Eucalyptus viminalis and Acacia mearnsii were planted as tubestock in to the soils. Early establishment indicators, including growth, plant condition and nutrition, were assessed at the end of a simulated growing season, 108days after biochar application. Application of biochar increased height, and decreased root:shoot and the concentration of Mn, N and S in plants of E.viminalis when grown in the highly saline sodic soil. Biochar application increased the concentration of B in leaves of E.viminalis and increased the concentration of P, K and S in leaves of A.mearnsii when grown in the low saline sodic soil. The results confirm that there is potential for biochar to assist in reforestation of saline sodic soils.

Cyclic carbonate–sodium smectite intercalates

Five-membered cyclic organic carbonates (COC) are of interest for their ability to modify the surface properties of smectites and enhance the hydraulic resistance of bentonites to saline leachates. The mechanism of interaction of glycerol carbonate (GC) and several other hydroxyl containing cyclic organic carbonates (generally having progressively greater molecular masses) with sodium montmorillonite (Na+-Mt) was studied using powder X-ray diffraction and infrared spectroscopy. The 001 reflection for GC/Na+-Mt intercalates varied with the amount COC added, and the measured d001 value increased from 1.29 nm to as large as 2.22 nm at equal-mass coverage of the COC to Na+-Mt. In general, when intercalated, the cyclic carbonyl (Cdouble bond; length as m-dashO) stretch and the fundamental hydroxyl (O–H) stretch bands of COC derivatives were red-shifted with respect to these bands for neat COC, indicating strong ion-dipole interaction of the carbonyl group with interlayer Na+, and H-bonding of the OH group with both interlayer water and Mt surfaces. A stable and highly ordered intercalate was produced at a 1:1 mass loading with Mt in which about 6 GC molecules per unit cell (~ 7 molecules per Na+ ion) replaced most of the interlayer water.

Potential hydraulic barrier performance of cyclic organic carbonate modified bentonite complexes against hyper salinity

The effect of adding glycerol carbonate (GC) or propylene carbonate (PC) to sodium (Na)-bentonite on the hydraulic performance of geosynthetic clay liners (GCLs) under hypersaline conditions is examined. Fluid loss (FL), swell index (SI) and solution retention capacity (SRC) measurements were carried out to compare the potential hydraulic performance of these two cyclic organic carbonates (COCs) as bentonite modifiers. A modified FL test enabled quantitative measurement of both the water retention characteristics of untreated and COC modified bentonites as well as calculation of hydraulic conductivity values. Tests under aggressively saline conditions (ionic strength, I ≥ 1 M of NaCl and ≥3 M of CaCl2) showed that at a mass ratio of 1:1 (GC to bentonite), the FL of a GC-Na-bentonite was ≈40–104 mL in NaCl and ≈61–91 mL in CaCl2. This was about 10–20 mL and 70–200 mL, respectively, lower than that of a comparable PC-Na-bentonite (1:1 PC to bentonite) and untreated Na-bentonite. Greater swelling (SI) and greater solution retention capacity (SRC) was observed for the GC treated Na-bentonite compared to untreated Na-bentonite in all salt solutions, and for PC-Na-bentonite at high ionic strength of both NaCl and CaCl2 solutions, demonstrating the superior hydraulic barrier performance of COC-bentonites under severely saline conditions. Experiments conducted in flexible-wall permeameters with I = 3 M CaCl2 showed approximately one order of magnitude lower (∼10−11 m/s vs ∼1.9 × 10−10 m/s) hydraulic conductivity of GC treated bentonite cake compared to the k value of the untreated Na-bentonite cake. Calculated hydraulic conductivity from fluid loss tests estimated the measured values in a conservative way (overestimation).