Two-dimensional fairness on service recovery satisfaction in cloud computing

2016 ◽  
Author(s):  
M. Lawkobkit ◽  
R. Larpsiri
Keyword(s):  
Cloud Computing ◽  
Service Recovery ◽  
Two Dimensional ◽  
Recovery Satisfaction

Empowerment in service recovery: the role of self-regulation process of frontline employee

2019 ◽  
Vol 58 (5) ◽  
pp. 828-843 ◽  
Author(s):  
Mo Zhang ◽  
Ruoqi Geng
Keyword(s):  
Emotional Exhaustion ◽  
Positive Impact ◽  
Service Failure ◽  
Self Regulation ◽  
Service Recovery ◽  
Job Engagement ◽  
Content Type ◽  
Regulation Process ◽  
Recovery Satisfaction ◽  
The Impact

Purpose In accordance with the commitment–trust theory, employee attitudes and behaviours mediate the impact of empowerment on service recovery performance. The purpose of this paper is to extend the self-regulating process model and develop a structural framework that combines empowerment, self-regulation mechanisms (service recovery awareness, job engagement and emotional exhaustion) and post-recovery satisfaction. This framework explores how empowerment can lead to action of frontline employees (FLEs) in service recovery. Design/methodology/approach The authors test the hypotheses by investigating 290 pairs of FLEs and customers, who have service failure experience in the express mail industry, using structure equation modelling. Findings The findings show that empowerment enhances both service recovery awareness and job engagement. On the one hand, service recovery awareness has a positive impact on emotional exhaustion, which has a negative impact on post-recovery satisfaction. On the other hand, job engagement has a positive impact on performance. These results provide the whole picture of the double-edged effects of empowerment on FLEs in service recovery. Practical implications This paper indicates that managers should re-consider approaches to empowerment based on self-regulation process to enhance performance following service failure. Originality/value This study explores the dark side of empowerment in service recovery from a self-regulation perspective.

Free Surface Green Function Research Based on Cloud Computing for Ship Movement on the Water

2013 ◽  
Vol 344 ◽  
pp. 27-30
Author(s):  
Cong Zhang ◽  
Xin Wang ◽  
Jie Zhao ◽  
She Sheng Zhang
Keyword(s):  
Cloud Computing ◽  
Free Surface ◽  
Green Function ◽  
Point Source ◽  
Calculation Procedure ◽  
Green Functions ◽  
Two Dimensional ◽  
Surface Green Function ◽  
Cloud Computation ◽  
Control Equation

In order to easy use Green function on cloud computation, the author consider control equation of point source with free surface, and discuss the representation of Green function on cloud computation, and then propose the discrete calculation expression as well as the calculation procedure. Finally, the two-dimensional graphics of the Green functions real and imaginary parts are plotted.

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