Sustainability in post disaster road infrastructure recovery projects and asset management

Civil infrastructure and especially roads are being impacted with increasing frequency by flood, Tsunami, cyclone related natural and manmade disasters in the world. Responding to such events and in preparing for more regular and intense climate-change induced events in future, the road governing agencies are reviewing how postdisaster road infrastructure recovery projects are best planned and delivered. In particular, there is awareness that rebuilding such infrastructure require sustainable asset management strategies across economic, environmental and social dimensions. A comprehensive asset management framework for pre and post disaster situations can minimize negative impacts on our communities, economy and environment. This research paper is focused on post disaster management in road infrastructures and road infrastructure asset management strategies used by road authorities. Analyzing the implications of disruption to transport network and associated services is an important part of preparing local and regional responses to the impacts of disasters. This research paper will contribute to strategic infrastructure asset planning, management leading to safe, efficient and integrated transport system that supports sustainable economic, social and environmental outcomes. This paper also focuses on proper asset management, governance and engineering principles which should be followed and adopted in post disaster recovery projects to maximize sustainability in environmental, social and economic dimensions.

Mussel recovery and species dynamics at four California rocky intertidal sites: 1992 data report

This is an interim report for a study of mussel recovery and species dynamics at four California rocky intertidal sites. Conducted by Kinnetic Laboratories, Inc. (KLI), and funded by the Minerals Management Service (MMS), the initial experimental field study began in spring 1985 and continued through spring 1991. The initial field study included six sites along the central and northern California coast. In 1992, MMS decided to continue the work started by KLI through an in-house study and establishment of the MMS Intertidal (MINT) team. Four of the original six sites have been continued by MMS. The study methods of the original study have been retained by the MINT team, and close coordination with the original KLI team continues. In 1994, the MMS Environmental Studies Program officially awarded a contract to the MINT team for this in-house study. This interim report presents the results from the fall 1992 sampling, the first year of sampling by the MINT team. The report presents a limited statistical analysis and visual comparison of the 1992 data. The next interim report will include data collected during fall 1994 and will present a broader statistical analysis of both the 1992 and 1994 data sets.

Realizing an Applied Gaming Ecosystem: Towards Supporting Service-based Innovation Knowledge Management and Transfer

The EU-based industry for non-leisure games is an emerging business. As such it is still fragmented and needs to achieve critical mass to compete globally. Nevertheless its growth potential is widely recognized. To become competitive the relevant applied gaming communities and SMEs require support by fostering the generation of innovation potential. The European project Realizing an Applied Gaming Ecosystem (RAGE) is aiming at supporting this challenge. RAGE will help by making available an interoperable set of advanced technology assets, tuned to applied gaming, as well as proven practices of using asset-based applied games in various real-world contexts, and finally a centralized access to a wide range of applied gaming software modules, services and related document, media, and educational resources within an online community portal called the RAGE Ecosystem. It is based on an integrational, user-centered approach of Knowledge Management and Innovation Processes in the shape of a service-based implementation.

Satisfaction, complaining behaviour and repurchase: an empirical study of a subscription service

The aims of this research were to examine the relationships between customer satisfaction, customer complaint behaviour, service recovery and the intention to repurchase in the Australian Pay TV industry. A survey of 171 respondents suggested that overall customer satisfaction was the main driver of the likelihood of disconnection from the Pay TV service. Those respondents who reported having a problem but not complaining directly about it were significantly more likely to have the intention to disconnect in the future than those who complained directly to their Pay TV service provider. However, there was no significant difference in terms of perceptions of overall satisfaction between those who had a problem and complained and those who had a problem and chose not to complain.

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.

Self-service technologies and voice intentions : an empirical investigation

Consumer dissatisfaction with self-service technologies (SSTs) has become prevalent. Although consumers’ voice has been studied in the interpersonal services context, in the context of SSTs it has been subject to very little conceptual or empirical scrutiny. To fill this void, this study tests empirically a model of the antecedents of consumers’ voice intentions in the context of unsatisfactory SST encounters. The findings suggest the need to integrate both “new” and “conventional” complaint behaviour management in the SST setting.

Heterogeneity in service delivery and inequity in access are common characteristics of chronic heart failure management programs

Background: The prevalence of heart failure in Australia is similar to that of Europe. In Australia, chronic heart failure management programs (CHF-MPs) have become part of standard care for patients with Chronic Heart Failure (CHF). However, heterogeneity among programs is common which can result in variable patient outcomes.

Method: A national survey was undertaken of 59 post-discharge CHF-MPs identified from within the Australian health care system. Two had ceased operating and one centre declined to participate in the study. A 33-item investigator-developed questionnaire, examining the characteristics and interventions used within each CHF-MP, was sent to the remaining 56 CHF-MPs. A response rate of 100% was achieved.

Results: Our survey revealed a disproportional distribution of CHF-MPs across the Australian continent: the State of Victoria had 3.6 CHF-MPs/million population, New South Wales had 3.7 CHF-MPs/million population, Queensland had 1 program/million population, South Australia had 0.3 CHF-MPs/million population and Western Australia had 1 program/million population.Overall, 8000 postdischarge CHF pts (median: 126; IQR: 26-260) were managed via CHF-MPs. Approximately 40,000 CHF pts are discharged from metropolitan institutions nationally, this represents only 22% of the potential caseload for these cost-effective CHF-MPs. Only 8% of these programs were located within rural regions. The majority of CHF-MPs were located within an acute metropolitan hospital (52%) and 36% were community based (all associated with a hospital). Heterogeneity of CHF-MPs in applied models of care was evident with 75% of CHF-MPs offering CHF outpatient clinics and 77% conducting home visits. Of the programs offering home visits 78% were funded by regional government (p<0.048). There were no nurse-led CHF outpatient clinics. A hybrid approach to CHF-MPs was common with many CHF-MPs comprising an outpatient clinic, home visits and inpatient visits. Various medications were titrated by nurses in 43% of CHF-MPs. In the programs that allowed nurses to titrate medications 79% were located in an acute hospital (p<0.011).

Conclusion: Variability of service availability is of concern within the context of universal coverage. In addition, heterogeneity between programs and the diversity in models of care delivery highlights the inconsistency and questions the quality of health related outcomes. We are currently analysing health outcome data from the 1015 patients managed in these CHF-MPs to describe the relationship between quality of care and health outcomes.

Ecological fire regimes for the recovery and management of threatened small mammals in southern Australia

The application of fire to fauna management, particularly for endangered species, is a significant issue for wildlife managers. Mammals respond to fire regimes including intensity, frequency and season of occurrence, and changes in fire-regimes are implicated in detrimental effects on mammal communities. For many species temporal habitat change is a key factor affecting the persistence of populations. These species require the option of colonising the shifting habitat mosaic. There is substantial evidence that species such as the native rodents New Holland Mouse (Pseudomys novaehollandiae) and Heath Rat (Pseudomys shortridgei) are early successional species dependent on such temporal habitat changes. In conrast species such as the dasyurid marsupial, Swamp Antechinus (Antechinus minimus) are late successional species, which may take up to 20 years to recolonise. In many situations ecological fire regimes need to be implemented to increase areas of suitable habitat for population expansion and reintroductions. This paper assesses research findings and the development of management actions incorporating ecological fire regimes for the recovery of Pseudomyine rodents and the Swamp Antechinus. Spatially explicit models are required to determine changes and patterns at the landscape level. The prospect of global climate change also is of significance and needs to be assessed.

Effects of differential methods of compensation and employee empowerment on customer satisfaction and loyalty in service recovery

This research examined the effects of varying compensation (refund and replacement) and employee empowerment (empowered and non-empowered) in service recover situations, using a 2x2 experiment. Analysis was undertaken using mean contrasts and ANOVA's. Findings suggest that empowerment and refund independently impact on post recovery consumer loyalty and satisfaction, but there is no interaction effect.

The influence of guarantee compensation and fix on service recovery

This study employed a 3 x 2 full-factorial, between-subjects design experiment examining the influence of service guarantee compensation and fix on hotel guests’ satisfaction following invocation of a service guarantee. The study involved a sample of 390 online panel members. As expected, satisfaction is enhanced when the problem is corrected, however overcompensating guests beyond what was initially promised does not enhance satisfaction evaluations. Increasing compensation from the low to the medium (promised) level results in stronger satisfaction ratings when the problem is fixed versus when it is not.

Self-service technologies and consumer complaining behaviour : an empirical investigation

Consumers often report dissatisfaction with technology-based services. This thesis, for the first time, examines consumer complaining behaviour with regard to these services, and identifies the factors that influence it. Complaint management strategies are recommended that benefit both organisations and consumers in this evolving service context.

Justice-based service recovery in a service guarantee context

Although many service organisations have committed resources to developing service guarantee programmes, empirical research assessing their influence of consumers' post purchase evaluations is limited. This thesis addresses this deficiency in the guarantee literature by adapting and extending an established model of perceived justice and consumer satisfactionto the service guarantee context.