Justice strategy options for increased customer satisfaction in a services recovery setting

This study investigates the influence of justice (procedural, interactional and distributive) on measures of customer satisfaction within a hotel setting. Specifically, the study investigates the levels of satisfaction associated with various combinations of procedural, interactional, and distributive justice related service recovery strategies. Using especially designed video vignettes of a hotel service breakdown, respondents rated their levels of satisfaction for the video vignettes that depicted varying levels of. (a) level of concern shown by the service provider, (b) whether policy was adhered to, (c) degree of 'voice' given to the customer, and (d) type of compensation. Between subject MANOVA analyses revealed a number of main effects and interactions. Results clearly show that satisfaction varied significantly depending on the various combinations of recovery measures. In particular, a two-way interaction between adherence to policy and type of compensation was found. Furthermore, it was found that respondents expressed higher satisfaction with the service when a 50% refund was given, and the provider was seen to be adhering to policy, rather than doing a special favor for the customer. In contrast, when a token measure of compensation is given (i.e. giving away a couple of drink vouchers), respondents expressed higher levels of satisfaction if the service provider was doing a special favor rather than merely adhering to company policy. Implications for managers and scholars are discussed. (C) 2001 Elsevier Science Inc. All rights reserved.

Theoretical Underpinnings of Community-based Sentences and Custody for Young Offenders in Hong Kong

Much has been written about youth crime, justice and corrections in Hong Kong in the past three decades, in particular, about the historical roots of the youth justice system, causes of juvenile delinquency, and the outcomes of different rehabilitative programmes for young offenders. However, little is known in theory, practice and policy about how community-based and custodial sentences can achieve the goals of rehabilitation and correction for young offenders. In this paper, the author analyses the purposes of penal measures with reference to the classical theories of punishment, rather than empirical data or statistics. The author argues that a community-based sentence, in many respects, performs as or more effectively than a custodial programme in achieving the various sentencing aims.

Juvenile helping behaviour in the Dusky Moorhen, Gallinula tenebrosa

In Dusky Moorhens, Gallinula tenebrosa, helping behaviour maybe displayed by juveniles when groups contain offspring of different age classes. We investigated the frequency and amount of parental care provided by juvenile moorhens to younger siblings from subsequent same-year broods. In some social groups, juveniles provided up to 33% of the total number of feeds provided to chicks. Juveniles were observed to feed chicks when as young as six weeks of age, often while still receiving food from adults themselves. Low within-group relatedness and low reproductive costs associated with juvenile helping have important consequences for the cost-benefit ratio of helping behaviour in this species.

The effectiveness of splinting as perceived by the parents of children with Juvenile Ideopathic Arthritis

Juvenile idiopathic arthritis (JIA) is an important disease of childhood with farreaching effects on the child and family. Splinting is a major treatment modality used by occupational therapists for children with JIA. Parents play a central role in whether, when and how splints are used with their children on a daily basis. This paper describes a qualitative research project, which was undertaken to evaluate an occupational therapy service for children with JIA whose treatment had involved splinting. Using semi-structured interviews, the study investigated five mothers' perceptions of the effectiveness of splinting for their children. The interviews revealed five major points. First, the informants generally believed the splinting to be effective. Secondly, the children involved generally resisted wearing splints because they were physically uncomfortable and made them feel different to other children. Thirdly, the mothers used a variety of strategies to ensure that their children wore the splints. Fourthly, the perception of having a positive and supportive relationship with the therapist enhanced the mothers' ability to adhere to splinting. Lastly, the mothers' grief at having a child with JIA influenced their ability to understand and attend to information about specific interventions such as splinting. Practical responses to these findings are outlined.

The effects of temperature on the growth, survival and biomass of different families of juvenile Penaeus japonicus Bate

Variation in the growth, survival and change in total biomass (termed biomass increase) of different families of juvenile Penaeus japonicus was investigated over a range of temperatures in controlled laboratory experiments. In the first experiment, the effects of temperature on six families of juveniles were examined over a broad range of temperatures (24 to 30 degreesC). In the second experiment, the effects of temperature on six more families of juveniles were examined over a narrower range of temperatures (27.5 to 31.2 degreesC). Over the broad temperature range, mean growth and biomass increase were highest at 27 degreesC and mean survival was highest at 24 degreesC. Mean growth was lowest at 24 degreesC, whilst survival and biomass increase were lowest at 30 degreesC. However, there was a significant interaction between family and temperature, with some families tolerating a broader range of temperatures than others. As a result, the ranking of families in relation to growth, survival and biomass increase changed at each temperature. This effect was more pronounced for survival than for growth. Over the narrower range, temperature significantly affected growth, survival and biomass increase, but there was no significant interaction between family and temperature. Growth, survival and biomass increase were significantly lower at 31.2 than at 27.5 and 29.2 degreesC. These results suggest that if grow-out conditions for P. japonicus vary by more than a few degrees, interactions between family and temperature could affect the efficiency of selection. The results also suggest that the family x temperature interaction may have a more pronounced effect on survival than on growth. Crown Copyright (C) 2002 Published by Elsevier Science B.V. All rights reserved.

Functional assessment tools for paediatric clients with Juvenile Chronic Arthritis: An update and review for occupational therapists

Juvenile chronic arthritis (JCA) is one cause of chronic illness and disability in childhood. Traditional clinical assessment of clients with JCA include objective measures of joint deformity, joint swelling, range of motion, duration of morning stiffness, pain, walking speed, running speed and muscle strength. In many instances, these traditional measures have little or no significance or relevance to paediatric clients and their parents whereas functional skills used in everyday living are more likely to be meaningful. Measures of physical, social, and psychological functioning ensure a comprehensive health assessment. Responsible occupational therapy assessment and management of paediatric clients diagnosed with JCA requires the use of reliable, valid and sensitive measures of function. Several instruments are now available which measure a child's or adolescent's functional abilities. In this paper, JCA and the impact of JCA on functional development are reviewed. As well, seven functional assessment tools designed for use with paediatric clients with JCA which occupational therapists can use in their clinical practice will be appraised. The various characteristics of these tools are discussed in order to assist practitioners and researchers in selecting the functional instrument which best meets their needs.

Pulse-exposure effects of selected insecticides to juvenile Australian crimson-spotted rainbowfish (Melanotaenia duboulayi)

Laboratory toxicity studies were conducted in southeastern Queensland, Australia, to determine the acute lethal effects of a 1-h pulse exposure of selected insecticides to adult and juvenile (

Juvenile tree growth correlates with photosynthesis and leaf phosphorus content in central Amazonia

Light and soil water availability may limit carbon uptake of trees in tropical rainforests. The objective of this work was to determine how photosynthetic traits of juvenile trees respond to variations in rainfall seasonality, leaf nutrient content, and opening of the forest canopy. The correlation between leaf nutrient content and annual growth rate of saplings was also assessed. In a terra firme rainforest of the central Amazon, leaf nutrient content and gas exchange parameters were measured in five sapling tree species in the dry and rainy season of 2008. Sapling growth was measured in 2008 and 2009. Rainfall seasonality led to variations in soil water content, but it did not affect leaf gas exchange parameters. Subtle changes in the canopy opening affected CO2 saturated photosynthesis (A pot, p = 0.04). Although A pot was affected by leaf nutrient content (as follows: P > Mg > Ca > N > K), the relative growth rate of saplings correlated solely with leaf P content (r = 0.52, p = 0.003). At present, reduction in soil water content during the dry season does not seem to be strong enough to cause any effect on photosynthesis of saplings in central Amazonia. This study shows that leaf P content is positively correlated with sapling growth in the central Amazon. Therefore, the positive effect of atmospheric CO2 fertilization on long-term tree growth will depend on the ability of trees to absorb additional amount of P

Adolescente e ato infracional : uma investigação acerca da medida socioeducativa de internação na cidade do Recife-PE

RESUMO: Este estudo procura avaliar a Medida Socioeducativa de Internação decretada a adolescentes autores de ato infracional na Cidade do Recife no ano de 2009. É um trabalho de grande importância para a sociedade brasileira, sobretudo, no que diz respeito ao combate à violência juvenil, à criminalidade em geral, e à construção de um mundo mais justo e solidário. Escolhemos a Cidade do Recife, Capital do Estado de Pernambuco, localizada na região Nordeste do Brasil, para ser o local da nossa pesquisa, por ser esta uma das mais violentas cidades do país. No decorrer desta pesquisa fizemos ainda uma breve análise do cenário sociológico da adolescência na Cidade do Recife. Em seguida estudamos o cenário jurídico dos adolescentes autores de ato infracional com base no Estatuto da Criança e do Adolescente – Lei nº 8.069/1990, analisando a evolução histórica do tratamento legal dispensado a estes jovens, abordando o conceito de adolescente e ato infracional, e investigando as Medidas Socioeducativas previstas na legislação brasileira, sobretudo, a Medida de Internação, pelo fato de ser a mais grave delas. Assim, além investigarmos através de dados estatísticos o quantitativo por gênero de adolescentes autores de ato infracional aos quais foram decretadas Medida de Internação, observamos os tipos de atos infracionais mais praticados. Intentamos, dessa forma, questionar a violência juvenil e o modo como a sociedade e as instituições envolvidas têm tratado a questão. Para tanto, foram realizadas entrevistas com servidores da Fundação de Atendimento Socioeducativo- FUNASE, entidade que trabalham diretamente com a reeducação de adolescentes autores de ato infracional submetidos à Internação na Cidade do Recife, para analisar como estão sendo aplicadas essas medidas. ABSTRACT: This study aims to evaluate the Socioeducational Measure of Internation decreed to transgressor teenagers in the City of Recife at the year 2009. This study has a big importance to Brazilian society, above all, because focalize the combat of the juvenile violence in Recife, Capital of the State of Pernambuco on the northwest of the Brazil, one of the most violent city of Brazil. During this investigation, was done a brief analysis of sociological scenery of teenage in this City. It was studied too, the juridical scenery of teenagers that committed any kind of transgression, based on the Statue of Child and the Adolescent- law n° 8.069/1990, analyzing the historical evolution of lawful treatment put into practice to this people, using the concept of adolescent and infracional act, and observing the social and educative punishment in the penal justice system of Brazil, and detaching the measure of internation, that is the gravest form of punishment. So, in this study it was investigated the quantity of transgressors adolescents based in gender and the kinds of transgression most practiced by them which results on internation measure decreed. This way, the purpose of this study is discuss about young violence and the way that society and institutions have faced this question. For this, it was realized interviews with Foundation of Socioeducative Attendance – FUNASE workers, that work directly with re-education of adolescents that committed any transgression and were submitted to internation punishment, in order to analyze how are being applied these measures.