Global ETD Search
Search theses and dissertations gathered from participating repositories worldwide. Every result links back to the library that holds it. No account is needed.
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Showing 1 to 20 of 21 for “"Service Failures"”.
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CUSTOMERS' EMOTIONAL AND COPING RESPONSES TO SERVICE FAILURES: THE ROLE OF SELF-CONGRUENCE
Because service failures are inevitable, marketing researchers have devoted considerable attention to the negative consequences of service failure and corresponding service recovery strategies. Previous research has overwhelmingly focused on customers' cognitive, coping, and behavioral reactions to …
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The Effects of Employee-Initiated Peripheral Service Failures on Customers' Satisfactions with the Service Organization
… investigates how satisfaction with a service employee affects customers' overall satisfaction with a service organization following an employee-initiated service failure. Specifically, this research examines how the severity of a peripheral service failure (how the service is …
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Express shipment pick-up and delivery : evaluating airline recovery options
Irregular operations in the Express Shipment Service Delivery industry require real time solutions that can be implemented to determine routings for aircraft and time-sensitive commodities. During inclement weather, crew unavailability, and mechanical failures, operations personnel use various …
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Service Recovery through Empowerment: HRM and Performance in the Hotel Sector
… management style, employee empowerment and service recovery performance (SRP) in the three to five-star hotel sector in Sri Lanka. Because service recovery refers to how firms respond to service failures, this study focuses on the SRP of employees. Both qualitative and quantitative data were …
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Modelling and Design of Resilient Networks under Challenges
… that trigger faults that eventually result in service failures. Understanding these challenges accordingly is essential for improvement of the current networks and for designing Future Internet architectures. This dissertation presents a taxonomy of challenges that can help evaluate design …
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Thermal Property Determination Using Optimization of One-side Known Radiant Exposure
… significant degradation, leading to potential in-service failures and jeopardizing operational safety and integrity. It was previously determined that the accuracy of the equipment and methodology used for measuring elevated temperature thermal properties, particularly in predicting composite …
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SERVICE RECOVERY IN E-SERVICES: SERVICE RECOVERY PROCESS, PERCEIVED JUSTICE AND SATISFACTION
The Internet has changed the platform for how services are delivered. In the absence of one-to-one personal interactions between a service provider and a customer, failures unique to e-service are bound to occur. E-service failures are likely to result in unsatisfied customers. Therefore, a …
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An experimental investigation into the timing of service failure communication
Service failures are common in the hospitality industry and are often associated with low guest satisfaction. However, guest satisfaction is possible to be restored when excellent service recovery tactics are deployed in a timely fashion. The temporary unavailability of a service offering is a type …
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The Role of Complaints Handling System in Enhancing Customer Satisfaction: Case Study of the Jubilee Insurance Company of Tanzania Limited
… effectiveness in delivering fast recovery to the service failures. Data were collected using questionnaires and interview to key informants. The analysis of data was done using descriptive statistics and regression analysis. The findings have established that effective complaints handling system …
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An assessment of the fracture toughness of two cast and wrought stainless steels
… considerable engineering importance since many service failures originate at stress concentrations produced by welding of poor design. Slow crack-growth was intermittent and highly dependent upon microstructural irregularities in the immediate vicinity of the crack-tip. The stress concentration …
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The design and testing of large bore hose used for the offshore transportation of hydrocarbons
… background and an increasing history of hose failures that the work described by this this thesis was initiated in the form of an I .H.D project put forward by Dunlop Limited. The thesis describes the initial investigation into the problem and how this was translated into long, mediwn and …
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Impact of automated condition monitoring technologies on railroad safety and efficiency
… to reduce: equipment-caused derailments and in-service failures (ISFs), train delays and variability in mainline operations, and operational waste in railroad terminals. In this thesis, I applied lean manufacturing methods to the railcar maintenance process, quantifying both direct and indirect …
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Exploring the Impacts of Service Guarantee Strategy in the Casual Restaurant Sector
This study examined the impacts of service guarantees in terms of consumers' perceived risks, loyalty, and word-of-mouth intent in the casual dining restaurant segment. In addition, the study investigated what type of service guarantee consumers preferred. A total of seven research hypotheses were …
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Testing for relationship between diagnostic tests and DC BDV of in-serviced aged stator bars of a hydro generator
… both expected and unexpected stator bar in-service failures may lead to costly repairs, rotating machine users implement condition monitoring (CM), diagnostic tests and condition-based maintenance in order to mitigate risk. The contribution was executed in the form of removing aged stator …
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The Customer's Path to Loyalty: A Partial Test of the Relationships of Prior Experience, Justice, and Customer Satisfaction
The service sector is the fastest growing segment of the economy, responsible for 75% of the GNP, and still growing. Its success is important to the global economy. Nonetheless, throughout the 20-year evolution of services marketing literature, research that guides theory, methodology, and practice …
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Fracture properties analysis of rotationally moulded plastics for their application in skin-foam-skin sandwich structure
… skin-foam-skin sandwich structure and reduce in-service failures due to impact. Here, rotationally moulded two different commercially available Polyethylene (PE) and Polypropylene (PP) plastics are tested. Microstructural details of the plastics are investigated here. Fracture properties, …
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Flow Induced Failures of Copper Drinking Water Tube
… water flow velocities can contribute to rapid failures of copper premise plumbing systems. This is the first fundamental study to scientifically isolate mechanistic impacts from distinct flow induced failure mechanisms that include concentration cell corrosion, cavitation, particle/bubble …
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Flexural behavior of prestressed concrete monoblock crossties
… for concrete crossties, leading to longer service life, lower life cycle costs, and fewer in-service failures. Currently, center cracking is regarded as one of the most common concrete crosstie failure mechanisms in North America. Improving the understanding of crosstie flexure can help …
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Identifying socio-cultural determinants to access : implications for e-governance in the water & sanitation sector
… as well as access to water and sanitation services, to build an understanding of how technology use and service delivery interact to either restrict or empower groups to communicate their water and sanitation needs through e-government platforms. Even though South Africa's racist apartheid …
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Customer Tolerance In Community Pharmacy
… can have an existing relationship with a service provider where they are not satisfied with the services they receive, yet they continue to patronize the service provider. Why does this happen? Why do these customers remain as patrons of service providers that do not meet expectations and …
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