E-mail Research Articles

Viewing tailored nudges is correlated with improved mastery‐based assessment scores

AbstractMastery‐based assignments typically provide students with multiple opportunities to improve their performance, but getting students to take advantage of these opportunities is difficult. We report on the implementation of a two‐part series of nudges designed to improve students' engagement with and performance on mastery‐based assignments in high‐enrollment, introductory undergraduate courses. Students received one or two email‐based nudges for each assignment, providing both decision information and decision assistance. Delivered via email by a digital coaching system that provides tailored support to students, we evaluated the effectiveness of viewing versus not viewing these personalized nudges across introductory courses in mathematics, computer science and engineering over five terms at our large, research‐intensive university. We used multilevel modelling with a sample of 30,693 assignment scores nested within 79 assignments and 5349 undergraduate students to explore the relationship between students' viewing the nudges and their scores while controlling for performance in other courses and students' baseline proclivities to read email from the coaching system. We find that viewing versus not viewing nudges is significantly related to improved outcomes. Viewing the first of the two‐part nudge series is associated with a 3% increase in scores on average. Importantly, we found a significant interaction with prior academic performance such that students with the lowest average academic performance across all courses are predicted to benefit the most—up to 9%—from nudging. Positive impacts are observed in most courses where nudges were implemented and are found to be most impactful for later versus earlier assignments within a term. We discuss the implications of these results for supporting students' decision‐making within mastery‐based assignment schemes and suggest future research for tailored nudges to support student success. Practitioner notesWhat is already known about this topic Nudges are known to be broadly effective, but heterogeneity is observed especially in education where the research base is relatively limited. Mastery‐based grading is an alternative approach to grading that, among other features, emphasizes learning through an explicit feedback cycle of struggle and revision without penalty. What this paper adds This study assesses the effectiveness of personalized nudges in the context of mastery‐based grading in undergraduate STEM courses. We examined the efficacy of viewing versus not viewing nudges in the real learning settings of three STEM courses enrolling more than 5000 students. We found the nudges to be effective overall, correlated with improvements of approximately 3% in students' assignment scores and most impactful for students with the lowest average academic performance. Implications for practice and/or policy Nudging by email or text message has a low overhead cost and yet may provide materially significant gains in students' assessment scores. Nudges can be effectively targeted to specific subsets of students and tailored based on students' prior and concurrent learning analytics data.

Students' impression management and self-presentation behaviours via online educational platforms: An archival review

Across global higher education contexts, students and staff are communicating online. Online communication is facilitated by the online disinhibition effect (reduction of nonverbal cues eases communication) and in turn this may make online self-presentation (behaviours used to present a desired version of the self) easier. Students may be utilising online self-presentation techniques to facilitate online communication with staff. We know that online self-presentation techniques can be advantageous, but where inappropriate they may be detrimental to the student-staff relationship. This study explores whether students are using self-presentation techniques when they communicate online with staff via an archival review of both private (e-mail messages) and public (Moodle forum posts) online educational environments. Through a deductive thematic analysis we identify that students are indeed using online self-presentation techniques but that these vary depending on whether the online educational environment is private or public. This is the first study to explore this topic via an archival review and we encourage future research to consider the role of online self-presentation techniques within student-staff communication.

Cyber Astra (Cyber Security Threats Detection)

Cyber security is a critical issue in today's interconnected digital environment where organizations face increasing threats. This content demonstrates integrated threat detection system, user-friendly network application designed to enhance the security of the organization. The system includes advanced tools and features such as Dark Web Infiltration Finder, Breach Tracker, Email Leak Finder, Nmap Scanner for IP Address and Network Scanning, SQL Injection Detector, Clickjacking Detector and Specially Designed Search Engine for Penetration Testers Use Google Dork for discovery. Main Features: 1. Dark Web Leak Finder: - Track organizational leaks on the Dark Web. - Provide instant updates on compromised credentials or sensitive information. Track crime tracker: - See crime history on maps and your organization. - Increase protection by identifying potential patterns and trends in cyber threats. It also works as an email leak finder: - Search public and private sites to determine the status of corporate email leaks. -Example has been updated to take steps to prevent tampering of email addresses and unauthorized access. 2. Nmap Scanner: - Fully scan IP addresses and networks to identify vulnerabilities. -it tells us which port is open or closed, and also tells us which service is running on which port. - Use to strengthen and monitor network security. 3. SQL injection detection: - Check URLs for potential SQL injection vulnerabilities. - Provide warnings and recommendations to reduce risks associated with SQL injection attacks. 4. Clickjacking Detector: - detects and blocks clickjacking attempts in web applications. - Improved user interface to check for clickjacking vulnerabilities on the client or user's website. 5.Search engine for Penetration Testers: - Includes advanced Google Dork technology for targeted reconnaissance. - Provide auditors with a useful search engine to identify vulnerabilities.

AI-based Voice E-Mail System for Visually Impaired

Electronic communication tools, such as email are visual in nature, and accessing as well as using them might be difficult for visually impaired people. This research present an email communication system designed to beeasy to use and accessible, aiding individuals in overcoming obstacles associated with visual impairment The suggested method transforms the text-based email communications into speech using natural language processing algorithms, in order to makes it simpler for those with visual impairments to understand and reply to the emails received. Additionally, the system incorporates the speech-to-text technology, enabling users to dictate and send emails using their voice. To assist users, write emails that are more accurate and readable, the system may also be set up to offer recommendations and edits to them while they are writing them. Over time, the system can offer more precise and pertinent recommendations by using machine learning algorithms to learn from user interactions. The proposed study involves an in-depth review of existing methods designed to assist the visually impaired. Additionally, the study introduces a suggested method aimed at enhancing email communication for individuals with visual impairments.

Dermatologists' Knowledge, Attitude, and Practice Pattern Toward Low-Dose Oral Minoxidil in Hair Loss in Saudi Arabia.

The utilization of low-dose oral minoxidil (LDOM) has emerged as a relatively new treatment option for hair loss, gaining recognition among dermatologists worldwide. To assess the knowledge, attitude, and practice patterns among dermatologists in Saudi Arabia regarding the use of LDOM in the management of hair loss. An online survey, which was distributed to dermatologists practicing in Saudi Arabia through email and mobile messages. Both univariate and bivariate analyses were performed to investigate the factors that may be associated with enhanced knowledge and practice patterns concerning the utilization of LDOM for the management of hair loss. A total of 84 dermatologists was included in this study, with 50 (60%) being male. It was found that 83 (99%) of the participants identified patterned hair loss as the most common indication for LDOM usage. Additionally, 77 (92%) recognized hypertrichosis as a well-known side effect. 48 (82%) of the dermatologists had never prescribed LDOM due to its unavailability in local pharmacies. The usage of LDOM for hair disorders is increasing. Nonetheless, many dermatologists abstain from prescribing this medication due to its limited availability in local pharmacies.

Gid Crypto: Application for End-to-End Encrypt and Decrypt E-mail and Data

Privacy and security in our digital environment have become essential today. Some data stored on hard disks, in flash memory, or exchanged through our communication channels is sensitive and should be kept confidential. Additionally, documents containing confidential information, such as business algorithms or new application coding, require adequate measures to ensure privacy and security. Therefore, data encryption is crucial in protecting information from being intercepted, misused, or stolen. While encryption tools are available for business e-mails, using these tools often requires subscribing as a member and paying extra fees. Effective tools are not limited to e-mail alone. Still, they can also be applied to any text data that requires a high level of security and complexity to ensure the protection of the data for a duration longer than it needs to be safeguarded. Our research aims to develop a stand-alone application that encrypts data to ensure its confidentiality without additional subscriptions or fees. The application is designed to be user-friendly, with fast encryption and decryption capabilities. It can be used not only for encrypting and decrypting e-mail messages but also for programming languages and Excel data. The application development utilizes techniques such as Diffe-Hellman, Mersenne Twister, and AES, arranged in layers to generate complex ciphertext that is difficult to decrypt without the developed application. LabVIEW was used for testing encryption speed. The attempt to attack encrypted data was subjected, but the result yielded no successful key retrieval.

Consumer Attitudes Toward an E–Mail Campaign to Durable Goods in Sri Lanka and Campaign Impact on Purchase Intention

The majority of Sri Lankans are closely connected to the globalized environment and market, with significant improvements in environmental processes attributed to widespread internet usage. Over the past five years, Sri Lanka has experienced substantial growth in internet literacy. The advancements in Information Technology have facilitated a global network, enabling users to communicate without geographical or temporal constraints through email, which has become the predominant medium of communication and promotional campaigns. This research aimed to achieve the following objectives: measure the nature of attitudes towards durable goods, and assess the impact of attitudes towards an email campaign on purchase intention, utilizing the Consumer Tricomponent Attitude Model. The findings indicate a notable prevalence of email account usage for over a decade among respondents, particularly within the age group of 2-4 years, who habitually check their email accounts daily. More than 65% of respondents regularly view and read email newsletters, appreciating the convenience of hyperlinks that facilitate easy online purchases. The research concludes that, as a result of email newsletters, 22% of respondents express an intention to purchase durable goods online. This suggests that email newsletter campaigns for durable goods have the potential to influence consumer attitudes positively, leading to improved purchase intentions.

A Research Paper on Basic of Computer Network

Abstract: Computer networks facilitate the interconnection of systems for the purpose of exchanging digital information. Essentially, they comprise a collection of devices linked together through various connections. Distributed processing is employed in computer networks, wherein tasks are divided among multiple computers. However, one of the most pressing challenges faced by networks is the threat of resource attacks.This research paper delves into the fundamental concepts of computer networks, which are essentially a collection of devices interconnected via links. These devices, or nodes, encompass a variety of entities ranging from personal computers and phones to servers and networking hardware. Computer networks enable various applications to access resources such as the World Wide Web, shared application and storage servers, printers, fax machines, as well as email and instant messaging applications. They play a pivotal role in facilitating information sharing across diverse tasks.Computer networks can be classified into two types: open systems and closed systems. Open systems are easily connected to networks and are primed for communication. Conversely, closed systems require proper authentication and are not as readily connected to other networks..

Spam analysis and classification of the dynamic message using a vectorizing technique with multi-model machine learning algorithm

Spam analysis and classification of dynamic messages is an essential task in order to combat the ever-increasing volume of unsolicited and malicious emails. One effective approach is to employ a vectorizing technique along with a multi-model machine learning algorithm. This approach involves representing email messages as high-dimensional vectors, capturing various features such as word frequencies, presence of specific keywords, and structural characteristics. By transforming the text into numerical representations, the machine learning algorithm can then learn patterns and make predictions based on these representations. The use of a multi- model algorithm allows for the integration of different classification models, each with its own strengths and weaknesses, to enhance the overall performance. This approach can achieve high accuracy by leveraging diverse learning methods and combining their predictions. Furthermore, the approach is dynamic in nature, meaning that it can adapt to new forms of spam and evolving attack strategies. The key challenge lies in selecting appropriate features and tuning the parameters of the algorithm to ensure optimal performance. The results of this study can contribute to the development of more effective and efficient spam detection systems, helping users to filter out unwanted and potentially harmful messages. Keywords: spam analysis, dynamic messages, classification, vectorizing techniques, multi-model machine learning algorithm, email filtering, unsolicited emails, malicious emails, feature extraction, pattern recognition.

Power and vulnerability: managing sensitive language in organizational communication.

Organizational responsibilities can give people power but also expose them to scrutiny. This tension leads to divergent predictions about the use of potentially sensitive language: power might license it, while exposure might inhibit it. Analysis of peoples' language use in a large corpus of organizational emails using standardized Linguistic Inquiry and Word Count (LIWC) measures shows a systematic difference in the use of words with potentially sensitive (ethnic, religious, or political) connotations. People in positions of relative power are ~3 times less likely to use sensitive words than people more junior to them. The tendency to avoid potentially sensitive language appears to be independent of whether other people are using sensitive language in the same email exchanges, and also independent of whether these words are used in a sensitive context. These results challenge a stereotype about language use and the exercise of power. They suggest that, in at least some circumstances, the exposure and accountability associated with organizational responsibilities are a more significant influence on how people communicate than social power.

Comparing the Familiarity of the Basic and Clinical Faculty Members of Iran University of Medical Sciences with the Principles of Digital Professionalism.

Due to the changing conditions of education, research, and treatment in the world, especially the recent pandemic, and more use of virtual space, there is a need for evaluation of digital professionalism in faculty members as the most influential people who have a direct and deep impact on the next generation. In this analytical cross-sectional study that was conducted in 2023 on 149 faculty members of Iran University of Medical Sciences, they were invited to participate in the study through various methods (SMS, E-mail, and media messages). The link to the Persian standardized questionnaire was made available for participants. If a person received less than 70% of the score in each area, he/she would receive solutions to improve his/her situation in that area at the end of answering the questions. The self-administered questionnaire has 5 fields and 33 questions. Maximum scores were 10 points. Spearman and Pearson correlation coefficients and statistical tests consisting of chi-square, t-test, Mann-Whitney U, one-way ANOVA, and Kruskal-Wallis H were used in the analysis. The mean overall score of people in principles of digital professionalism was 0.8. Women and basic sciences faculties had a significantly better status than men and clinical faculties in the principles of digital professionalism as a whole (P = 0.001 and P = 0.049, respectively). The domain of "knowledge management and information literacy" had significantly lower scores in professors in comparison with other degree (instructors, assistant professors, and associate professors (P = 0.039). The mean score of the principles of digital professionalism is acceptable at 80%. Coherent, timely, and up-to-date training to ensure the effective, safe and appropriate use of digital technology, especially for men, professors and clinical faculty members who had a lower score than others, should be done.

Negotiating joint commitment in collaborative work project: Focus on text-based requests and news deliveries in atypical work

The shift to service and gig economy and increasing polymediality have created communicative contexts where the workers have to construct varying social relations in different kinds of digital and text-based interaction environments. This article examines how transprofessional collaboration is managed in such contexts in the field of applied arts. Based on email and mobile messaging data, we study a project where an artist creates an installation artwork for the use of an organisation. By applying the methods of conversation analysis, we investigate text-based requests and news delivery sequences related to applying for external project funding. Our results show how the participants negotiate the aspects of knowledge, power and emotion within these sequences, and by doing so, maintain mutual professional relationships and display various levels of commitment to the continuation of the project. The article illuminates the facets of transprofessional collaboration in digital professional communication and in atypical work.

Email in healthcare: pros, cons and efficient use

SUMMARYEmail is a major means of communication in healthcare and it facilitates the fast delivery of messages and information. But email's ubiquity has brought challenges. It has changed the way we get things done, and working days can be dictated by the receipt and reply of multiple email messages, which drown out other priorities. This article examines email's advantages and disadvantages and, with a focus on healthcare professionals, examines what individuals and organisations can do to ensure email works for us, rather than – as can seem the case – the other way around.

Abstract WP56: Neuroscience Nurse Navigator a New Compass in Continuation of Care Among Stroke Populations

Background and Purpose: Due to continued growth in our neurosciences program, of more than 1,400 discharged stroke patients per year, we saw a need for the creation of a Neuroscience Nurse Navigator (NNN) position, with initial efforts specifically focused in the stroke program. This role was developed as a means to meet and fulfill Joint Commission recommendations, along with the Comprehensive Stroke Certification (CSC) standards. Prior to the NNN role, compliance for attempted patient callbacks (a CSC requirement for those discharged home) was only 70%. Resources to support patient needs post-discharge were limited. Method: The process in creating this role began in 2020 and came to fruition in 2022. As a means to address patient call back compliance, those patients who have been identified as having a stroke, are visited as a point of introduction, also allowing time for unanswered questions. All stroke patients are called within a seven-day window, including those on our Neurosurgery service line. Patients are asked a series of 12 pre-set questions with calls varying from 6-10 minutes. To address the issue of post-discharge resources, the NNN aids in facilitating and arranging follow up appointments and is available to assist with patient questions prior to follow up appointments. The development of the stroke support group was initiated as well. Working with marketing and IT, the NNN created the Brain Matters stroke support group, which includes an informational postcard with QR code provided to stroke patients at time of discharge, and a separate email account. Patients can use this email to ask for a registration form for Brain Matters and allows the facilitator to communicate to the group as a whole. Results: Since implementing the NNN, attempted call-back rate among the 7-day calls have reached 100%, and completed call-backs (patient or family reached) increased from 70% to 85%. In relation to post-discharge resources, the creation of the Brain Matters stroke support group has been implemented and data is currently ongoing. Conclusion: The future plan is to further develop the NNN role as a necessary resource for all patients within the entire Neuroscience service line, including General Neurology, Epilepsy and Neurosurgery, as they navigate toward recovery.

A method for optimizing text preprocessing and text classification using multiple cycles of learning with an application on shipbrokers emails

Optimizing text preprocessing and text classification algorithms is an important, everyday task in large organizations and companies and it usually involves a labor-intensive and time-consuming effort. For example, the filtering and sorting of a large number of electronic mails (emails) are crucial to keeping track of the received information and converting it automatically into useful and profitable knowledge. Business emails are often unstructured, noisy, and with many abbreviations and acronyms, which makes their handling a challenging procedure. To overcome those challenges, a two-step classification approach is proposed, along with a two-cycle labeling procedure in order to speed up the labeling process. Every step incorporates a heuristic classification approach to assign emails to predefined classes by comparing several classification and text vectorization algorithms. These algorithms are compared and evaluated using the F1 score and balanced accuracy. The implementation of the proposed algorithm is demonstrated in a shipbroker agent operating in Greece with excellent performance, improving organization and administration while reducing expenses.

The LINUX Operating System: An Introduction

Linux is a Unix-like operating system for Intel 386/486/ Pentium based IBM-PCs and compatibles. The kernel of this operating system was written from scratch by Linus Torvalds and, although copyright by the author, may be freely distributed. A world-wide group of enthusiastic volunteers has collaborated in developing many aspects of Linux on the Internet. Linux can run the powerful set of compilers and programming tools (the 'GNU' corpus) of the Free Software Foundation, and XFree86, a port of the X Window System from MIT. Most capabilities associated with high performance workstations, such as networking, shared file systems, electronic mail, TEX, I*TE.X, etc. are freely available for Linux. It can thus transform cheap IBM-PC compatible machines into Unix workstations with considerable capabilities. The author explains how Linux may be obtained, installed and networked. He also describes some interesting applications for Linux that are freely available. One useful feature of Linux is its ability to coexist with other operating systems. Thus a user who has made an investment in DOS/ MS Windows software, may continue running these applications on his machine and install Linux on a separate partition on his existing hard disk. If needed, files from DOS/ MS Windows partitions can be accessed by Linux. The enormous consumer market for IBM-PC compatible machines continually drives down prices of CPU chips, memory, hard disks, CDROMs etc. Linux can convert such machines into powerful workstations that can be used for teaching, research and software development. For professionals who use Unix based workstations at work, Linux permits virtually identical working environments on their personal home machines. For cost conscious educational institutions (especially in developing nations), Linux can create world-class computing environments from cheap, easily maintained, PC clones. Finally, for university students, especially in science and engineering, Linux provides an essentially cost-free path away from DOS into the world of Unix and X Windows

Optimizing Hyperparameters for Enhanced Email Classification and Forensic Analysis with Stacked Autoencoders

Electronic mail, commonly known as email, is a crucial technology that enables streamlined operations and communications in corporate environments. Empowering swift and dependable transactions, email is a driving force behind heightened productivity and organizational effectiveness. However, its versatility also renders it susceptible to misuse by cybercriminals engaging in activities such as hacking, spoofing, phishing, email bombing, whaling, and spamming. As a result, effective and efficient data analysis is important in avoiding and detecting cyber-attacks and crime on times. To overcome the above challenges, a novel approach named Aquila Optimization (AO) is used in this paper to find the best set of hyperparameters of the Stacked Auto Encoder (SAE) classifier. The purpose of increasing the hyperparameters of the SAE using the AO is to obtain a higher text classification accuracy. Then the optimized SAE classifies the selected features into different classes. The experimental results showed that the proposed AO-SAE model outperforms the existing models such as Logistic Regression (LR) and Long Short-Term Model based Gated Current Unit (LSTM based GRU) in terms of Accuracy.

Management of Digital-Based Mail Product System at The East Barito State Attorney's Office

Today's technological developments are in accordance with the demands of Bureaucratic Reform, where every work unit must change work patterns, namely from conventional work patterns to technology-based work patterns, if previously the performance and postal posts to carry out office administration were carried out manually at this time must be done digitally. The object of this research is the East Barito State Prosecutor's Office in Tamiang Layang. Where the implementation of mail administration has run 85% with an electronic / digital system that is accommodated in the SIPEDE Application (Electronic Mail Information and Disposition System). The performance implementation system and the application of digital mail administration is the implementation of changes in performance weights that were previously physical, but now the presentation of data is virtual and online, this is an advancement in information technology. The research methods used are interviews, observations, documentation, and literature studies. The result of this study is that the waterfall method is a system method and the blackbox method is a system and questionnaire testing method. Programming languages namely PHP (hypertext Preprocessor) and MySQL as database management, then as implementers, of course, qualified human resources are needed and have IT expertise (Computer Institutions) for the implementation and successful use of the technology in question.

P651 A randomised controlled trial of IBD-BOOST, a digital cognitive behavioural self-management programme for fatigue, and/or pain, and/or faecal incontinence in inflammatory bowel disease

Abstract Background Many people with IBD experience fatigue, pain and faecal incontinence (FI), impacting quality of life (QoL). We developed an interactive digital online self-management intervention (IBD-BOOST) based on a theoretically informed logic model and cognitive behavioural techniques, to treat these symptoms. We aimed to assess if IBD-BOOST, alongside health care professional (HCP) support and care as usual (CAU), provides greater relief from symptoms and improvement of QoL compared with CAU alone. Methods We conducted a pragmatic multi-centre two-arm parallel group randomised controlled trial (RCT) recruiting patients from clinics and national registries who rated the impact of fatigue and/or pain and/or FI as ≥5/10. Those in the IBD-BOOST arm received 6 months access to the 12-session IBD-BOOST programme, a 30-minute telephone support call with a trained HCP after session 1 and weekly in-site email messages from the HCP for 3 months. The UK Inflammatory Bowel Disease Questionnaire (UK-IBDQ) and global rating of symptom relief (GRSR) at 6 months were dual primary outcomes (alpha=0.025 was considered statistically significant as there were two primary outcomes). Other secondary outcomes, including individual symptoms, were measured at 6 and 12 months. Complier-averaged causal effects (CACE), sensitivity and pre-specified subgroup analyses were conducted. Results 780 participants were randomised (Figure 1), 432 with Crohn’s disease, 348 with ulcerative colitis or other IBD; 520 (66.7%) were female, mean age 49 years. At 6 months, both UK-IBDQ and GRSR were similar between the BOOST and CAU arms, p=0.19 for IBDQ and p=0.39 for GRSR (Table 1). Adverse events were similar between groups. FI score and EQ5D utility score (secondary outcomes) were significantly in favour of IBD-BOOST at 6 months, but pain and fatigue were no different. 57% of the intervention group completed a pre-defined minimum “dose” of 4 sessions (i.e. compliers). The CACE analysis suggested that compliers were more likely to report better QoL (p=0.03). Subgroup analysis of those meeting criteria for irritable bowel syndrome (IBS), showed that IBD-BOOST was more effective in improving IBDQ and GRSR at 6 months when compared with CAU for the IBD-IBS group (pinteraction=0.015 and 0.046, respectively). Conclusion This large RCT found that IBD-BOOST did not improve IBDQ and GRSR in patients with IBD and fatigue and/or pain and/or FI relative to CAU. Participants reported less FI at 6 and 12 months. Those who complied with the intervention showed a more pronounced IBDQ treatment effect. Those with IBD-IBS at baseline improved more than those without, suggesting a possible for further effectiveness research on IBD-BOOST. Trial registration: ISRCTN71618461

How can handling customers’ complaints make freight forwarding companies resilient to future challenges?

It is unquestionably impossible to separate the complexity of freight forwarding tasks in managing export-import documents from the issues that lead to customers' complaints. For this reason, this study is conducted to deeply investigate the forms of customer complaints at freight forwarding companies, the complaints handling strategies used, as well as explore the service recovery generated after complaints. It involved four freight forwarding companies in DKI Jakarta province. The staff who handled customer complaints from each company was asked to fill out a complaint sheet whenever the complaints were addressed for two weeks. Interviews with each staff were conducted to confirm data from the sheet and also to further explore the company’s complaint-handling strategy and service recovery. The data were analyzed descriptively by reading the complaints sheets and the interview transcription several times, coding the emergent themes, and categorizing them. The results showed that the customers’ complaints belong to four categories, namely complaints related to time, documents, costs, and means of transportation. The strategy for handling customer complaints varied based on the media used to address complaints. The strategy for handling complaints addressed orally via a phone call was apologizing, finding out the source of the problems, as well as giving explanations and solutions. However, complaints addressed in written form via email and WhatsApp messages were handled by directly addressing the problem and then informing the customer. This research indicated that companies need to make continuous service recovery by improving problematic side areas in order to increase customer retention.