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.

Exploratory spatial data analysis techniques for examining urban crime

Regional planners, policy makers and policing agencies all recognize the importance of better understanding the dynamics of crime. Theoretical and application-oriented approaches which provide insights into why and where crimes take place are much sought after. Geographic information systems and spatial analysis techniques, in particular, are proving to be essential or studying criminal activity. However, the capabilities of these quantitative methods continue to evolve. This paper explores the use of geographic information systems and spatial analysis approaches for examining crime occurrence in Brisbane, Australia. The analysis highlights novel capabilities for the analysis of crime in urban regions.

Guilty? An explanation of the Lockerbie trial. (Case notes)

The Lockerbie Trial, concerning the explosion of Pan Am flight 103 over Lockerbie, Scotland, in 1988, took place in the Netherlands because of the fear that pre-trial publicity would make a fair trial impossible and also fears for the physical safety of the accused - case for the prosecution - application of Scottish law - report of an observer at the trial, Professor Kochler - the International Criminal Court - leave to appeal granted.

McCabe v Goliath: The case against British American tobacco Australia Services Ltd

Significance of the decision in McCabe v British American Tobacco Australia Services Ltd - ramifications for the possibilities for success of future litigation of this nature in Australia and overseas - ethical and public policy issues regarding the duties of lawyers to the courts and to their clients - whilst a lawyer's implication in the destruction of documents to prevent a fair trial ultimately involves stricter duties, it exposes a need for vigilance against the possibilities for corporations to act outside the public interest, if not the justice system.

Sistema Nacional de Gest??o de Atividades de Criminal??stica do Departamento de Pol??cia Federal

O Sistema Nacional de Gest??o de Atividades de Criminal??stica foi concebido e desenvolvido com o intuito de racionalizar o acesso ?? informa????o, melhorar o desempenho do trabalho pericial e facilitar a administra????o centralizada da per??cia no Departamento de Pol??cia Federal (DPF). O sistema acompanha o trabalho dos setores de criminal??stica desde a chegada do expediente de servi??o at?? a libera????o do laudo pericial. Nesse trajeto, rastreia documentos, registra resultados intermedi??rios, controla o andamento de filas de trabalho e os volumes de produ????o, pend??ncias e solicita????es. Al??m disso, auxilia a atividade fim na medida em que disponibiliza para consulta todo o acervo digital de documentos e gera conte??do de novos documentos automaticamente a partir de diversos modelos altamente adapt??veis. Finalmente, possui m??dulo de apoio ?? gest??o de recursos humanos integrado ao controle de produ????o. Atualmente, conta com mais de 1.400 usu??rios em todas as 33 unidades da criminal??stica no DPF

Anotação, numa perspectiva de Direito Penal e de Criminologia, de alguns dos aspectos do Acórdão do Supremo Tribunal de Justiça (português), de 28 de Setembro de 2011 - os problemas do direito ao silêncio e do dever em o arguido se sujeitar a aplicações de prova no processo penal

Resumo: 1 – Sumário do Acórdão do Supremo Tribunal de Justiça, de 28 de Setembro de 2011; 2 – Texto completo do Acórdão do Supremo Tribunal de Justiça, de 28 de Setembro de 2011, Juiz Conselheiro Raul BORGES (Relator), Juiz Conselheiro Armindo MONTEIRO cfr. http://www.dgsi.pt , 20 de Janeiro de 2012; 3 – Anotação; 3.1 – Introdução à anotação; 3.2 – Algumas das referências, por parte do Acórdão do Supremo Tribunal de Justiça, de 28 de Setembro de 2011, aos problemas do direito ao silêncio e do dever em o arguido se sujeitar a aplicações de prova no processo penal; 3.3 – «Teoria geral» dos problemas do direito ao silêncio em contraste com o dever de sujeição do arguido a diligências de prova no contexto do direito processual penal lusitano; 4 - Conclusão. § Abstract: 1 - Summary of the Judgement of the Supreme Court of Justice of 28 September 2011 2 - Full text of the Judgement of the Supreme Court of Justice of 28 September 2011, Councillor Judge Raul Borges (Reporter), Councillor Judge Armindo Monteiro cf. . http://www.dgsi.pt, January 20, 2012, 3 - Note: 3.1 - Introduction to the annotation; 3.2 - Some of the references, by the Judgement of the Supreme Court of Justice of 28 September 2011, the problems the right to silence and the duty in the defendant be subject to applications of proof in criminal proceedings; 3.3 - "general Theory" of the problems the right to silence in contrast to the duty of subjection of the accused to proof steps in the right context criminal procedure Lusitanian 4 - Conclusion. P.S.: este é o "abstract" tal qual como surge no artigo.

Criminal Liability of Organizations, Corporations, Legal Persons, and Similar Entities on Law of Portuguese Cybercrime: A Brief Discussion on the Issue of Crimes of “False Information,” the “Damage on Other Programs or Computer Data,” the “Computer-Software Sabotage,” the “Illegitimate Access,” the “Unlawful Interception,” and “Illegitimate Reproduction of the Protected Program”

Abstract: in Portugal, and in much of the legal systems of Europe, «legal persons» are likely to be criminally responsibilities also for cybercrimes. Like for example the following crimes: «false information»; «damage on other programs or computer data»; «computer-software sabotage»; «illegitimate access»; «unlawful interception» and «illegitimate reproduction of protected program». However, in Portugal, have many exceptions. Exceptions to the «question of criminal liability» of «legal persons». Some «legal persons» can not be blamed for cybercrime. The legislature did not leave! These «legal persons» are v.g. the following («public entities»): legal persons under public law, which include the public business entities; entities utilities, regardless of ownership; or other legal persons exercising public powers. In other words, and again as an example, a Portuguese public university or a private concessionaire of a public service in Portugal, can not commit (in Portugal) any one of cybercrime pointed. Fair? Unfair. All laws should provide that all legal persons can commit cybercrimes. PS: resumo do artigo em inglês.

Anotação, numa perspectiva de Direito Penal e de Criminologia, ao Acórdão do Supremo Tribunal de Justiça (português), de 13 de Abril de 2009 [Juiz Conselheiro Rodrigues da COSTA (Relator), Juiz Conselheiro Arménio SOTTOMAYOR (vencido nos termos da declaração junta) e Juiz Conselheiro Mota MIRANDA] - são o «lenocínio» e a prostituição, entre adultos livres, crimes? «Roxanne, you don't have to put on the red light»

Resumo: 1 – Sumário do Acórdão do Supremo Tribunal de Justiça, de 13 de Abril de 2011; 2 – Texto completo do Acórdão do Supremo Tribunal de Justiça, de 13 de Abril de 2009, Juiz Conselheiro Rodrigues da COSTA (Relator), Juiz Conselheiro Arménio SOTTOMAYOR (vencido nos termos da declaração junta) e Juiz Conselheiro Mota MIRANDA: cfr. http://www.dgsi.pt , 26 de Abril de 2011; 3 – Anotação; 3.1 – Introdução à anotação; 3.2 – A questão do suposto «bem jurídico» que seria tutelado pelo crime de «lenocínio» p.p.p.p.p. 169.º do código penal português; 3.2.1 – Ainda a questão do suposto «bem jurídico» que seria tutelado pelo crime de «lenocínio» p.p.p.p.p. 169.º do código penal português: uma maior procura e concretização jurídica e científica; 4 – Conclusões; § Abstract: 1 - Summary of the Sentence of the Supreme Court of Justice, 13 of April of 2011; 2 - Complete text of the Sentence of the Supreme Court of Justice, 13 of April of 2009, Advising Judge Rodrigues da COSTA (Reporter), Advising Judge Arménio SOTTOMAYOR (looser in the terms of the together declaration) and Advising Judge Mota MIRANDA: cfr. http://www.dgsi.pt , 26 of April of 2011; 3 - Notation; 3.1 - Introduction to the notation; 3.2 - The question of the presumption «legally protected interest» that would be tutored person for the crime of «pimpery (“pimping”)» p.p.p.p.p. 169.º of the Portuguese criminal code; 3.2.1 - Still the question of the presumption «legally protected interest» that would be tutored person for the crime of «pimpery» («pimping») p.p.p.p.p. 169.º of the Portuguese criminal code: a bigger search and legal and scientific concretion; 4 - Conclusions;

Do we need a “new” international convention that helps to avoid trafficking in organs? Some “criminal (and civil) law aspects” - Convention on Human Rights and Biomedicine – updated or outdated?

Abstract: § 1 «Do we need a “new” international convention that helps to avoid trafficking in organs? Some criminal (and civil) law aspects”» - «Convention on Human Rights and Biomedicine – updated or outdated?». § 2 Some important connections: on the one hand, between the 1997 Council of Europe Convention on Human Rights and Biomedicine; the 2002 Additional Protocol to the Convention on Human Rights and Biomedicine concerning Transplantation of Organs and Tissues of Human Origin; and, on the other hand, the problem of trafficking in organs, tissues and cells and trafficking in human beings for the purpose of the removal organs. Some connections. § 3 The «international undisputed principle». § 4 Trafficking in organs, tissues and cells; and trafficking in human beings for the purpose of the removal organs. Criminal Law and Civil Law. § 5 Promote organ donation. § 6 The necessity to collect reliable data on both trafficking cases. § 7 The necessity for an internationally agreed definition of trafficking in OTC: Convention on Human Rights and Biomedicine – updated or outdated? § 8 The (inter)national and (il)legal organ («tissue and cell») trade: some cases and some conclusions. § 9 Do we need a new international convention to prevent trafficking in organs, tissues and cells (OTC)? § 10 Of course we need a «new» international convention to prevent trafficking in organs, tissues and cells (OTC). § 11 At the present moment, we do not need a «new» international convention to prevent trafficking in human beings for the purpose of the removal organs. § 12 The Portuguese case. § 13 «Final conclusions.» § Resumo: § 1 «Precisamos de uma "nova" convenção internacional que ajude a evitar o tráfico de órgãos? Alguns aspectos de lei criminal (e civil)» - «Convenção sobre Direitos Humanos e Biomedicina - Actualizada ou desactualizada?». § 2 Algumas conexões importantes: por um lado, entre a Convenção do Conselho da Europa de 1997 sobre Direitos Humanos e Biomedicina; o Protocolo Adicional de 2002 à Convenção sobre os Direitos do Homem e da Biomedicina relativo ao transplante de órgãos e tecidos de origem humana, e, por outro lado, o problema do tráfico de órgãos, tecidos e células e tráfico de seres humanos para fins de remoção dos órgãos. § 3 O «indiscutível princípio internacional». § 4 O Tráfico de órgãos, tecidos e células; e o tráfico de seres humanos para fins de remoção dos órgãos. Direito Penal e Direito Civil. § 5 Promover a doação de órgãos. § 6 A necessidade de colectar dados fidedignos sobre os dois casos de tráfico. § 7 A necessidade de uma definição internacionalmente acordada de tráfico de OTC: Convenção sobre Direitos Humanos e Biomedicina - actualizada ou desactualizada? § 8 A (inter)nacional e (il)legal comercialização de órgãos («de tecidos e de células»): alguns casos e algumas conclusões. § 9 Será que precisamos de uma nova convenção internacional para prevenir o tráfico de órgãos, tecidos e células (OTC)? § 10 É claro que precisamos de uma «nova» convenção internacional para prevenir o tráfico de órgãos, tecidos e células (OTC). § 11 No presente momento, não precisamos de uma «nova» convenção internacional para impedir o tráfico de seres humanos para fins de remoção dos órgãos. § 12 O caso Português. § 13 «As conclusões finais.»