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.

A theoretical analysis for fiber contacts in multilayer nanofibrous assemblies

A theoretical analysis is presented for the estimation of the number of contacts between fibers in random multilayer nanofibrous assemblies with arbitrary fiber diameter and orientation. The statistics of fiber contacts for single-layer nanofiber mats were considered first, and the equations were developed for three-dimensional multilayer nanofibrous assemblies by considering the superposition of the single-layer assemblies. Based on the theoretical approach presented here for multilayer nanofibrous networks, the network porosity, mean fiber diameter and a function of fiber aspect ratio contribute to a model to determine the average number of fiber contacts per unit fiber length in multilayer nanofibrous mats. The theory is studied parametrically and results compared with the work of a model presented by Samson. It is shown that the presented model compared to the existing models is more sensitive with the fiber diameter in the nano-scale. It is also believed that the presented theory for fiber-to-fiber contacts is more realistic and useful for further studies of multilayer nanofibrous assemblies.

Changing vistas in public relations theory

Contemporary theorists are opening new ways to think about public relations. Public relations textbook authors have hitherto borrowed theories from the adjacent disciplines of communication, psychology, sociology, and organisation studies. At the end of the twentieth century, J. Grunig’s four-model concept of public relations was the only modern theoretical approach that could be said to have originated from within public relations scholarship. And as we will see, even J. Grunig’s perspective is rooted in political theory. But the 21st century’s burgeoning critical and professional interest in ethical public relations has produced a flurry of discipline-specific, theoretical initiatives.

Postmodernist theory and its relationship to tourism research

This article highlights the theoretical notion of Postmodernism and attempts to place Tourism research into the postmodernism frame of reference. This is achieved by a brief description of the theory and further development in section two which reviews the challenges of postmodernism to research in the tourism field. There is then an endeavour to intertwine the constructs of postmodernist theory and to illustrate how it can relate to the tourism industry and in particular contemporary tourism. Indeed, we argue that even though a number of authors have begun to chart the sociological dimensions of post-modem tourism they have done so without highlighting the definitions and structure of postmodernist theory. Examples are given in order to support the theoretical approach to research which we suggest in this paper and every effort is undertaken in order to argue that postmodernist research in tourism can be beneficial and fruitful tor future directions. Consequently this article attempts to dispel some of the widespread bemusement concerning post-modem theories and post-modern tourism by reviewing some of the recent developments in the area and suggesting further research.

Designing collaborative e-learning for the net generation

The designer of higher education programs is on the cusp of some very exciting resource development particularly in the area of postgraduate coursework. Part of this is because of the new learner, a millennial or net generation learner who is time-poor, a networker with strong inclinations towards social or community knowledge pooling and a multiple media literacy which is comfortable in virtual worlds and with visual emphasis. The other element is the perceived changing role of the university or higher education in the transfer of knowledge, moving from a transmission or narrative model to learner-centred and performative approaches. This has been highlighted by greater emphasis on experiential learning methodologies, and the development of action learning practices. The nexus of these two influences, the new learner and the higher education response to delivering learning, may be elaborated further from learning theory which seems to be moving beyond social constructivist approaches, or certainly encompassing what is referred to as connectivism.

This may be a new theoretical approach, or it could simply be an organic growth in meeting the needs of large numbers of higher education student participants who perceive a degree as a skills-based workplace preparation. Whatever the theoretical underpinning may be, the large numbers of learners moving to postgraduate coursework or more workplace oriented programs and subjects has thrown out the challenge to instructional designers to provide just-in-time, relevant and socially transferred learning with strong creative and imaginative engagement.

The case studies incorporated in this paper provide two separate approaches to these challenges - one is a workplace oriented postgraduate team project in a Masters in Communication, the other provides a virtual simulation for developing creative and professional writing skills at postgraduate levels. They both provide perspectives on the net generation learner and collaborative and connected learning models.

Volunteering and its relationship with personal and neighborhood well-being

Although a relationship between volunteering and well-being has been demonstrated in numerous studies, well-being has generally been poorly operationalized and often defined by the relative absence of pathology. In this study, the authors take a positive approach to defining well-being and investigate the relationship between volunteering and personal and neighborhood well-being. The theoretical approach incorporates elements of the homeostatic model of well-being. A sample of 1,289 adults across Australia completed a questionnaire that assessed personal and neighborhood wellbeing, personality factors, and the psychosocial resources implicated in the homeostatic model of well-being. Analyses reveal that volunteers had higher personal and neighborhood well-being than nonvolunteers and that volunteering contributed additional variance in well-being even after psychosocial and personality factors were accounted for. The findings are discussed in terms of previous research and the homeostatic model of well-being, and it is argued that the relationship between volunteering and well-being is robust.

Constructing inclusive education in a neo-liberal context : promoting inclusion of Arab-Australian students in an Australian context

School systems are a major social change agent capable of challenging social inequalities and economic disadvantages. Yet, while schools in Australia are being confronted with increasingly culturally diverse populations as well as an increasing focus on student retention, this transformative role is increasingly being played out in a broader educational context that has been found to replicate rather than challenge patterns of social inequality. Successive governments in Australia have responded to this context with a raft of policy initiatives. This paper, based on three-year longitudinal research undertaken in the city of Melbourne, outlines this policy context and introduces the theoretical approach that underpins its innovative approach to managing cultural diversity in educational institutions. It argues for, and presents, a multidimensional model for managing cultural diversity in schools, one that provides the tools for transformative practices to be undertaken to effect positive change in school environments for the benefit of all students.

Remaking the body : explorations in the sociology of embodiment

As embodied social agents our lives are preoccupied with the production and reproduction of bodies. Making, unmaking and remaking our embodiment are ongoing activities. Eating, exercise, washing, grooming, dressing, for example, are activities in which the body engages in routine tasks of bodily management. Such activities can be seen as everyday rehabilitation. The study explores the impact of major physical impairment on embodiment, and on the processes involved in re-embodiment after catastrophic injury or disease. The experiences of the people in this study dramatically highlight the continuous, but largely taken for granted processes involved in our embodiment. Four analytical strands are interwoven throughout the study. The first strand relates to the frailty and vulnerability of the human body, characteristics which are epitomised by the bodies of the informants in this study. The second strand engages with key aspects of the context in which re-embodiment takes place, namely a context replete with crisis, danger, fear, uncertainty and risk. The third strand projects into the future in considering the ongoing project of self. The fourth strand addresses the institutional and social impediments which may confine vulnerable bodies and limit the exploration of more expansive bodies. The study is situated within the general theoretical approach of the sociology of the body. While recognizing the powerful impact of social discourse in the production of bodies, the study focuses on the critical role of embodiment in the reconstitution of self. The people in this study have experienced profound bodily change, but although this damage has disrupted, it has not annihilated their embodied selves. The people still possess and occupy their bodies. It is the obduracy of embodiment which directs the processes involved in remaking the body.

Lay healing practices in the household

This thesis explores the power-knowledge relationship underlying lay healing practices in the household; a non-traditional area of study in public health. Lay knowledge continues to be discounted as illegitimate and !non-expert' by policymakers, health professionals and academics. Given the absence of theory on lay knowledge and decision-making, an eclectic theoretical approach was undertaken in this study. Theory is drawn from medical anthropology, sociology of the body, health economics, gender studies, social theory, psychology, nursing, ethics, philosophy and history of medicine in order to contribute to and advance debate. Operating within the genre of a 'multi-sited ethnography' (working across different sites), methods for data collection included 'anthropology at home' by undertaking fieldwork in Geelong, Victoria, Australia. I conducted interviews and focus group discussions with, and administered a questionnaire to, 98 participants who are parents of young children. They were recruited via primary schools and snowball sampling. The quantitative data presents a socio-demographic 'picture' of 78 women and 20 men (representing 98 households) from urban, rural and coastal areas of the region. The qualitative data contains case studies as well as narratives, analysed for their content and discourses. Additional methods included maintenance of a 'reflexive journal', inter-sectoral consultations and public health policy analysis. Research findings indicate laypeople's conceptualisations of the body, self, health and illness rest upon a notion of the embodied self and health that is physical, mental and spiritual. Lay people have a substantial knowledge base on health and ill-health that derives from many sources, is both generalised and specialised, and is set within the context of everyday life. Laypeople make diagnoses and treat illness and injury within the household. They also exercise substantial agency in determining their choice of healer(s) for therapeutic intervention and management of ill-health outside the household. This study has substantial implications for public health in terms of healers' clinical practices, research and policy.

Narrativization of actuality : convergence of form and genre in film and television

The thesis concerns the treatment of actuality in film and television, particularly the narrativization of actuality images, and the context of their placement within audio/visual texts. Several instances of the convergence of media form and genre are analyzed, and the conventions of classificatory systems and boundaries that pertain to film and television representations are reconsidered in light of changes in the conventions of genre. The distinction between, and convergence of fictional and non-fictional conventions of narrative are therefore central to the thesis, as are the related issues of viewer response, the nature of subjectivity in the viewer, the connectivity of text and culture, and the relations of actuality to the text. The thesis traces the narrativization of actuality through textual, formal and genre boundaries, adopting a ‘line of flight or deterritorialization’ that enables the thesis to ‘change in nature and connect with other multiplicities.’This line of flight passes through the conventional separation of genre groupings and texts, and, similarly, has been applied in the thesis as a rationale for the diminution of theoretical boundaries. A multiperpectival approach is applied to the permeability of, or transcendent relations of the analysis to the boundaries between genres, between texts and culture, and between actuality and virtual representation. In the thesis there is also a theoretical deterritorialization that consents to a pluralism of theory, which is an approach demonstrated by Deleuze and Guattari in A Thousand Plateaus. The model of multi-perspectivalism adopted in the thesis engages in establishing connections and similarities between theories, rather than emphasizing contradictory and exclusive practices. The Foucauldian notion of the rules of formation in discourse, Nichols’ theories of documentary representation of reality, Bordwell’s schematic interpretation, and several other positions are critiqued, as the line of flight embarked upon in the thesis intersects with, and passes through both textual and theoretical boundaries. The thesis consists of two parts: firstly, a location of theoretical perspective, in which the issues of theory pertaining to actuality and narrative are explicated, and the methodological approach of the thesis is defined. The second part commences with an analysis of the most familiar instances of actuality in film and television, with particular attention to documentary forms. It then engages in the analysis of films that represent actuality but which, in the process of narrativization, display a convergence of genre conventions. The films selected for analysis include Steven Speilberg's Schindler's List, (1993) Oliver Stone's JFK, (1991) and Robert Zemeckis' Forrest Gump, (1994) and Contact, (1996). Hence the thesis is concerned with the application of a pluralist theoretical approach, with, however, an emphasis on the Deleuzo-Guattarian notions of rhizome and assemblage. Within this theoretical frame, the connections between actuality and the audio/visual text are explicated, and the formation of text as ‘a rhizome with the world’, is analyzed across a range of examples.

Natural fiber reinforced composites for femoral component of total hip arthroplasty

This paper describes a theoretical approach to compare two types of fiber reinforced composite materials for femoral component of hip implants. The natural fiber reinforced composite implant is compared with carbon fiber reinforced composite and the results are evaluated against the control solution of a metallic implant made of titanium alloy. With identical geometry and loading condition, the composite implants assumed lower stresses, thus induced more loads to the bone and consequently reduced the risk of stress shielding, whilst the natural fiber reinforced composite showed promising result compared with carbon fibers. However, natural fibers, as well as carbon fibers, lack the power to improve interface debonding due to excessive loads in interface. Nevertheless, natural fiber reinforced composite could be an appropriate alternative given its capability of tailoring and achieving the optimal fiber orientation and robust design.

Activating civil society : Indonesian NGOs and regime transition ; case study

This thesis found that in post-Soeharto Indonesia, a theoretical approach that used civil society as the prism through which to examine more subtle processes of power in group situations, proved more insightful (both for researchers and practioners) than relying on an examination of the strength or the development of civil society.

Fracture analysis of spherical shells : application to cracking of macadamia nuts

The main consideration in recovering the macadamia kernal is to crack the spherical nutshell without damaging the kernal. Five mechanical cracking tools were tested, and the fracture mechanisms of nutshells, under various cracking loads, were studied. A classical theoretical approach and a numerical method were both used to investigate the influence of crack face closure on the stress intensity factor for a cracked spherical shell subjected to membrane forces and bending moments.

Inferring minimal feasible metabolic networks of Escherichia coli

Since the organism contains many redundant reactions, the minimal feasible metabolic network that contains the basic growth function is not the collection of reactions that associate the essential genes. To identify minimal metabolic reaction set is a challenging work in theoretical approach. A new method is presented here to identify the smallest required reaction set of growth-sustaining metabolic networks. The content and number of the minimal reactions for growth are variable in different random processes. Though the different carbon sources also vary the content of the reactions in the minimal metabolic networks, most essential reactions locate in the same metabolic subsystems, such as cofactor and prosthetic group biosynthesis, cell envelope biosynthesis, and membrane lipid metabolism.