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Roberto Suson, Donna Marie Rivero, Alma Arnejo, Nadine May Atibing, Joerabell Lourdes Aro, Angelo Burdeos, Kafferine Yamagishi and Lanndon Ocampo
The impact of service disruptions to critical utility services due to natural disasters is evident during delays in emergency responses and humanitarian relief, especially for urban populations with highly interdependent infrastructures. Aside from healt...
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Lily Purwianti, Lidya Siska Khoviati
Pág. 154 - 158
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Rui Teng, Toshikazu Sakano and Yoshinori Suzuki
Networking services may be broken down in a disaster situation while people in the disaster area(s) strongly demand networking services for both communication and information sharing among users. This requires the fast restoration of networking services ...
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Martín Nelson Hernani-Merino, Giuliana Isabella, Enver Gerald Tarazona Vargas, José Afonso Mazzon
Pág. 2 - 13
Researchers have explored the antecedents and consequences of recovery satisfaction by creating, improving or using scales. However, scales should be invariant among contexts and cultures. Using item response theory, a methodological approach t...
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Oleg Pokusaev,Alexander Klimov,Vasily Kupriyanovsky,Petr Morhat,Dmitry Namiot
Pág. 90 - 119
This article is devoted to a discussion of digital railway projects in Europe. EU rules require the European railway system to work as a single system of systems. Commercial drivers in the industry include round-the-clock operation, high availability, lo...
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Yu Zhang and Bingjia Shao
With the high popularity of the Internet, online trading has gradually replaced the traditional shopping model and extended to every corner of social life. However, online trading cannot avoid failures; thus, understanding how firms can best recover cust...
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Oliver Weigelt and Christine J. Syrek
Unfinished tasks have been identified as a significant job stressor that impairs employee recovery after work. Classic experimental research by Ovsiankina has shown that people tend to resume yet unfinished tasks to satisfy their need for closure. We app...
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Amirhossein Abdolalipour,Jamshid Nazemi,Abbas Toloie Eshlaghi,Farhad Hosseinzadeh Lotfi
Pág. 104 - 107
In the competitive environment, minimizing time space between service failure perception and service recovery with lowest cost is one of fast responsiveness company?s requirements. In this article, modeling service failure response time is considered. It...
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Efrem Sisay Assefa
Pág. 49 - 58
The principal objective of this study is to investigate the effects of justice oriented service recovery on customer satisfaction in retail banks in Ethiopia. It also attempts to assess how recovery satisfaction in turn affects customer loyalty. In orde...
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