Online Service Failure and Recovery Strategies in Luxury Brands

2017 ◽  
pp. 108-125 ◽  
Author(s):  
Wilson Ozuem ◽  
Yllka Azemi
Keyword(s):  
Digital Media ◽  
Service Failure ◽  
Theoretical Explanation ◽  
Online Environment ◽  
Luxury Brands ◽  
Mediating Role ◽  
Service Failure And Recovery ◽  
Initial Stage ◽  
Relationship Of

Digital environment no longer permits marketers' self-isolated practices into offline business contours. A tighter relationship of the provider-customer is even more evident in luxury brands, where rather than the quality of the product, the perceived experience (i.e., emotion) drives the purchasing decision and plays the mediating role to customer satisfaction. The risk that online environment does not permit development of such experience subsequently that failure awakening would increase and recovery would be an unmanageable issue, seems to keep luxury brands skeptical of online environment. While other industries are already taking inclusive advantage of multidimensional features inherited in the online medium, luxury brands are situated in the very initial stage of familiarizing with digital media. Subsequently, the phenomena lack theoretical explanation, particularly in context to failure and recovery. The current chapter discusses service failure and recovery strategy in luxury brands, aiming to bring conceptual insight to it.

scholarly journals The Mediating Role of Teacher–Pupil Interaction in the Relationship of Pupil Temperament to Self-Esteem and School Success

2021 ◽  
Vol 30 (3) ◽  
pp. 509-531
Author(s):  
Slavica Šimić Šašić ◽  
Ana Šimunić ◽  
Mira Klarin
Keyword(s):  
School Success ◽  
Negative Affectivity ◽  
Self Esteem ◽  
Self Control ◽  
Mediating Role ◽  
Teacher Proximity ◽  
Relationship Of ◽  
The Relationship

The aim of this research was to examine the mediating role of teacher–pupil interaction in the relationship of temperament to self-esteem and school success among year-7 and year-8 elementary-school pupils in Croatia and Bosnia & Herzegovina (B&H). The assumptions on the contribution of the dimensions of temperament (self-control and negative affectivity) and teacher–pupil interaction (influence and proximity) in explaining pupils' self-esteem and school success were partially confirmed. Similar relationships among the measured variables were confirmed in both samples of pupils. Self-control, negative affectivity, and teacher proximity directly predicted self-esteem, while self- -control indirectly predicted self-esteem through teacher proximity. Self-control and teacher proximity contributed directly to school success, and the indirect contribution of self- -control to school success through teacher proximity was also significant. The results of this research indicate the importance of the direct contribution of children's temperaments to their self-esteem and school success, and of its indirect contribution through the quality of the interaction with their teacher.

scholarly journals Moisture as assessment criterion for coal rank and coal layers hazardous characteristics manifestation

2021 ◽  
Vol 280 ◽  
pp. 08019
Author(s):  
Vadym Tarasov ◽  
Mykola Antoshchenko ◽  
Olha Zakharova ◽  
Anastasiia Zakharova ◽  
Oleg Levadnyi
Keyword(s):  
Carbon Content ◽  
Donets Basin ◽  
Assessment Criterion ◽  
Fossil Coal ◽  
Initial Stage ◽  
Fossil Coals ◽  
Relationship Of ◽  
The Relationship ◽  
Working Out

For the time being, moisture effect to the useful quality of coals has been researched comprehensively in detail. Herewith, there are a lot of unsolved problems related to the safety working out of coal layers. Presence of different forms of moisture in fossil coals essentially influences the coal layers hazardous characteristics manifestation during the mining activities. The Article deals with the results of analyses of more than thousand samples of the Donets Basin coals from different deposits, to research the relationship of total moisture and organic matter components in the coal carbonizations during the metamorphic processes. The researches have allowed separation of 3 stages for the fossil coal conversions. It is noted that at the initial stage, the carbon content is about 80%, moisture proportion in carbonization is rather high—0.36; but it decreases abruptly down to 0.12, in case of the carbon content increasing up to 86.5%. And the proportion of components (hydrogen, oxygen, nitrogen, and sulphur) total increases essentially up to 0.88. At the next stage, at 86.5÷91.5%, the components proportion in carbonization changes insignificantly. At the final stage of coal metamorphic conversions, 4-time growth of moisture proportion takes place in carbonization. It is found that moisture proportion in any form to be found in the coals shall be considered as a rank index, which is necessary to determine the coal layers hazardous characteristics.

Self-Compassion and Quality of Life in Adults Who Stutter

2020 ◽  
Vol 29 (4) ◽  
pp. 2097-2108
Author(s):  
Robyn L. Croft ◽  
Courtney T. Byrd
Keyword(s):  
Quality Of Life ◽  
Social Connectedness ◽  
The Self ◽  
Future Research ◽  
Self Compassion ◽  
Adults Who Stutter ◽  
And Gender ◽  
Relationship Of ◽  
The Impact

Purpose The purpose of this study was to identify levels of self-compassion in adults who do and do not stutter and to determine whether self-compassion predicts the impact of stuttering on quality of life in adults who stutter. Method Participants included 140 adults who do and do not stutter matched for age and gender. All participants completed the Self-Compassion Scale. Adults who stutter also completed the Overall Assessment of the Speaker's Experience of Stuttering. Data were analyzed for self-compassion differences between and within adults who do and do not stutter and to predict self-compassion on quality of life in adults who stutter. Results Adults who do and do not stutter exhibited no significant differences in total self-compassion, regardless of participant gender. A simple linear regression of the total self-compassion score and total Overall Assessment of the Speaker's Experience of Stuttering score showed a significant, negative linear relationship of self-compassion predicting the impact of stuttering on quality of life. Conclusions Data suggest that higher levels of self-kindness, mindfulness, and social connectedness (i.e., self-compassion) are related to reduced negative reactions to stuttering, an increased participation in daily communication situations, and an improved overall quality of life. Future research should replicate current findings and identify moderators of the self-compassion–quality of life relationship.

Using the alveograph in developing requirements for the quality of flour for wafer sheet production

2020 ◽  
Vol 29 (12) ◽  
pp. 52-58
Author(s):  
E.P. Meleshkina ◽  
◽  
S.N. Kolomiets ◽  
A.S. Cheskidova ◽  
◽  
...  
Keyword(s):  
Rheological Properties ◽  
Quality Indicators ◽  
Wheat Flour ◽  
Mathematical Statistics ◽  
Intended Purpose ◽  
The Future ◽  
Relationship Of ◽  
The Relationship

Objectively and reliably determined indicators of rheological properties of the dough were identified using the alveograph device to create a system of classifications of wheat and flour from it for the intended purpose in the future. The analysis of the relationship of standardized quality indicators, as well as newly developed indicators for identifying them, differentiating the quality of wheat flour for the intended purpose, i.e. for finished products. To do this, we use mathematical statistics methods.

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Tabungan Britama Pada Bank BRI Cabang Fatmawati

Liquidity ◽  
2018 ◽  
Vol 1 (1) ◽  
pp. 72-80
Author(s):  
Viva Faronika ◽  
Asriyal Asriyal
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Acceptable Level ◽  
Level Of Service ◽  
Level Of Satisfaction ◽  
Service Policies ◽  
Improve Service Quality ◽  
Relationship Of

If the customer is greater than acceptable level of service, the cutomer is not satisfied. Conversely, if an acceptable level of service greater than the expectations of customers, the customer will be satisfied. This means that if Bank BRI branch Fatmawati can improve service quality to its customer it will affect the level of satisfaction. In this research found evidence that, in terms of the creation of quality services, Bank BRI branch Fatmawati is one of the branches that participate to implement the established policies and service in accordance with the exiting service standard in the banking world. Amount of influence the determination of quality of service policies applied by the Bank BRI branch Fatmawati indicated by r2. r2 value only 45 % and the rest 55 % influenced by other variables not studied. Meanwhile, the variable relationship of service quality to customer satisfaction can be seen from the values r = 0,67. This shows the value of the correlation coefficient between the variables of service quality to customer satisfaction. This means there are strong relationships between the independent variable X (quality of service) to the dependent variable Y (customer satisfaction). Since r = 0,67 (67 %) greater then 50 %.

Management of Economics and State "Bottom"

2020 ◽  
Vol 17 (6) ◽  
pp. 76-91
Author(s):  
E. D. Solozhentsev
Keyword(s):  
Quality Of Life ◽  
Artificial Intelligence ◽  
Probabilistic Models ◽  
Human Life ◽  
Special Software ◽  
Human Quality ◽  
Relationship Of ◽  
The Relationship

The scientific problem of economics “Managing the quality of human life” is formulated on the basis of artificial intelligence, algebra of logic and logical-probabilistic calculus. Managing the quality of human life is represented by managing the processes of his treatment, training and decision making. Events in these processes and the corresponding logical variables relate to the behavior of a person, other persons and infrastructure. The processes of the quality of human life are modeled, analyzed and managed with the participation of the person himself. Scenarios and structural, logical and probabilistic models of managing the quality of human life are given. Special software for quality management is described. The relationship of human quality of life and the digital economy is examined. We consider the role of public opinion in the management of the “bottom” based on the synthesis of many studies on the management of the economics and the state. The bottom management is also feedback from the top management.

Significance and Role of Athletes in Ethical Education of Youth

2019 ◽  
Vol 6 (2) ◽  
pp. 62-74
Author(s):  
Ivana Markov Čikić ◽  
Aleksandar Ivanovski
Keyword(s):  
Young People ◽  
Role Models ◽  
Role Model ◽  
Modern Society ◽  
Ethical Education ◽  
Open Issue ◽  
Clear Identification ◽  
Relationship Of

Summary One cannot write about the relationship of young people and current sports stars in modern society without having previously studied the processes of mediation and globalisation of sport, and the transformation of traditional social values. The goal of the science and practice engaged in sports and education of young people is a constant quest for preserving universal ethical values and reconciling them with the modern-day social processes. This paper will present the result of a survey conducted with adolescents in five different Serbian cities in order to find the answer to the question if sportspersons were their favourite television role-models. According to the results of our survey, 45% of adolescents do not have a favourite TV personality and do not know for sure who that could be. Novak Đoković, who would be the choice of adults for a role model of the young, with 63.2% according to the survey conducted by the Ministry of Youth and Sports, scored 3.81% in our survey with adolescents who would chose Novak Đoković as their favourite TV personality. The necessity of raising media literacy of young people with the aim of clear identification of sports role models who are going to improve their quality of life still remains an open issue for further research on this course.

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