Failure Recovery Strategies Research Articles

A sensorless approach for cable failure detection and identification in cable-driven parallel robots

Cable-driven parallel robots (CDPRs) are a particular class of parallel robots that provide several advantages that may well be received in the industrial field. However, the risk of damage due to cable failure is not negligible, thus procedures that move the end-effector to a safe pose after failure are required. This work aims to provide a sensorless failure detection and identification strategy to properly recognize the cable failure event without adding additional devices. This approach is paired with an end-effector recovery strategy to move the end-effector towards a safe position, thus providing for a complete cable failure recovery strategy, which detects the failure event and controls the end-effector accordingly. The proposed strategy is tested on a cable-driven suspended parallel robot prototype composed of industrial-grade components. The experimental results show the feasibility of the proposed approach.

From “Watcha!” to “Oops!”: Failure Factors and Recovery Strategies for the Domestic OTT Service Watcha, Overpowered by Global OTT Giants

From “Watcha!” to “Oops!”: Failure Factors and Recovery Strategies for the Domestic OTT Service Watcha, Overpowered by Global OTT Giants

Resilience improvement of cyber-physical supply chain networks considering cascading failures with mixed failure modes

Failure mode analysis and recovery strategy improvement are critical to maintain the resilience of cyber-physical supply chain networks (CPSCNs). However, current literature mostly focuses on single failure mode and single-stage recovery strategy for CPSCNs, which may not be the case for real-world CPSCNs. In this paper, a new cascading failure model with four mixed failure modes and a joint improvement model for two-stage recovery regarding CPSCNs are proposed. A CPSCN model consisting of a weighted undirected cyber-supply network and a weighted directed physical-supply network is established to investigate the mixed cascading failures. Given the recovery requirements of practical contracts, the recovery time constraint on the enterprises in CPSCNs is considered in the joint improvement model of two-stage recovery. Based on the case studies of synthetic networks and a European supply chain network, the effects of some key factors, such as network topology and node coupling modes, on the resilience of CPSCNs are discussed. The performance of the proposed recovery strategy is compared with two traditional network recovery strategies, and the results show that the proposed strategy can help restore network performance more effectively. This work provides insights for CPSCNs recovery with resilience improvement against future cascading failures.

Service mega-disruptions: a conceptual model and research agenda

PurposeThis paper aims to formally conceptualize service mega-disruptions as any far-reaching and unforeseen general environmental stressor or threat that impacts a service organization’s ability to provide a desired level of service. The authors differentiate sudden large-scale general environmental threats from traditional service failures in scope and scale of impact via number of customers and sectors affected and duration and speed of the disruption.Design/methodology/approachThis paper draws from service recovery theory to build a conceptual model of service mega-disruptions. The resulting conceptual model maps service failure recovery strategies against a service mega-disruption recovery approach to examine consumer response to changes in service value. This work further articulates additional research needs including conceptualization, measurement and methods as traditional drivers of service recovery and the value of the service experience change in response to service mega-disruptions.FindingsThis work proposes a research agenda to investigate whether service mega-disruptions can bypass the need for service recovery due to a consumer self-moderating process. As past research shows, the less control a service provider has over a failure, the more customers attribute fault to the situation and transfer blame away from an organization. This paper suggests that this self-moderating process disrupts the need for service providers to court forgiveness for a failure with perceptions of similarity and controllability providing an alternate pathway to customer forgiveness. Similarly, it is suggested that service mega-disruptions play a role in transforming service ecosystems into tighter, more contractual systems with less agency for service providers and poorer ability to adjust to market conditions. The duration and longevity of effects on service providers’ control, agency and ability to adjust following a service mega-disruption must be researched further.Originality/valueThis paper builds theory to develop a conceptual model of service mega-disruptions and their role in customer engagement and reshaping the service ecosystem. This paper culminates in the proposition of a research agenda that aims to build research capacity among services marketing scholars as service providers’ coordination and market conditions are challenged by service mega-disruptions.

Investigating the effects of service recovery strategies on consumer forgiveness and post-trust in the food delivery sector

Underpinned by coping theory, this study investigates the extent to which service recovery strategies (e.g., firm-level apologies; compensation; feedback loops) stimulate customer forgiveness and post-trust following service failure. Adopting a two-stage explanatory sequential mixed-method, it investigates the interplay between prior knowledge of service providers, service failure incident familiarity, recovery strategies, forgiveness, and consumer evaluations within an Iranian food delivery platform. Survey responses (n = 925) reveal the role of recovery strategies in stimulating forgiveness and post-trust following service failure. Multi-group analyses reveal gender differences therein. Quantitative findings are extended narratively by customer interviews (n = 45), which suggest proactive, open, and immediate recovery protocol enactment holds greatest value in avoiding negative consumer responses to service failure, mitigating negative outcomes (e.g., anger, frustration). This study thus expands extant understanding of foodservice platform consumption behaviors, providing valuable practical insight for industry stakeholders with regards to the nuances of service failure and recovery in the digital age.

Customer responses to airline companies' service failure and recovery strategies: the moderating role of service failure habit

PropósitoEste estudio analizó la gravedad percibida de los fallos del servicio de reclamaciones (PSSF) y quejas como antecedentes de respuesta a los clientes, la reconciliación con el mismo, el boca a boca negativo y la intención de patrocinio como resultados en dos países del Medio Oriente (MO): Egipto y Omán.Diseño/metodología/enfoquese empleó una técnica cuantitativa, utilizando un cuestionario, para recopilar datos de los clientes de las compañías aéreas nacionales de Egipto y Omán. Se analizaron las perspectivas de 1084 clientes de aerolíneas utilizando PLS-SEM.Resultadoslos resultados muestran que la gravedad de los fallos en el servicio tiene una influencia negativa en la efectividad de las estrategias del servicio de reclamaciones. Asimismo, las estrategias de este tipo afectan fuerte y positivamente sobre la empatía de los clientes egipcios y omaníes. Además, los resultados indican que los fallos en el servicio de quejas, juega un papel importante en el aumento de la influencia negativa de la severidad percibida sobre el servicio y la consideración a la hora de perdonar por parte del cliente egipcio, pero no en el omaní. En general, los resultados sugieren que el perdón del cliente difiere considerablemente entre egipcios y omaníes.Originalidad/valorel estudio se desarrolló y se implementó empíricamente sobre un modelo conceptual integrado de impulsores y resultados del perdón de los clientes de las compañías aéreas. El estudio brinda a los académicos información significativa sobre cómo las diferencias sociales y culturales entre los clientes en diferentes países pueden resultar en comportamientos a veces dramáticamente diferentes en los fallos en el servicio.

Effects of different service failure types and recovery strategies on the consumer response mechanism of chatbots

The increasing application of artificial intelligence to online retailing and the rapid deployment of online robots have made online robot service failures common. This study explores consumer response mechanisms to different types of service failures and recovery strategies of chatbots based on role congruity theory and psychological accounting theory. Questionnaires were used to collect data and test hypotheses. The study found the following. First, chatbot service failures can affect consumers' choice of different recovery strategies. After the functional failure of chatbots, consumers are more inclined for the chatbot to be involved in service recovery. After the nonfunctional failure of chatbots, consumers are more inclined toward human involvement in service recovery. Second, different service recovery strategies affect the level of perceived governance. Compared with humans involved in service recovery, robots have a higher level of perceived governance. Third, the level of perceived governance affects consumers’ willingness to forgive. Fourth, the level of robot intelligence plays a moderating role in the types of service failures affecting the choice of recovery strategies. The findings of this study can enrich the response mechanisms and boundary conditions of online robot service failure and provide important insights for online retail enterprises to effectively respond to robot service failure and make reasonable use of human-robot collaborative work.

Survivable virtual network embedding algorithm considering multiple node failure in IIoT environment

The Industrial Internet of Things is a new ecology formed by the deep integration of the Internet of Things and the industrial environment. Network is one of the core technologies of industrial Internet of things. However, in the face of billions of industrial Internet of Things applications, the traditional network architecture cannot meet the needs of these applications for network resources. Network virtualization technology can effectively solve the above problems by decoupling network services from the underlying network. However, the existing heuristic virtual network embedding algorithm is easy to fall into the local optimum, such as the virtual network embedding algorithm based on particle swarm optimization. Therefore, in order to solve the above problems, a virtual network embedding strategy based on the hybrid whale optimization algorithm is proposed. This strategy can avoid the introduction of the population into the local optimum while reducing the amount of calculation. Secondly, a node importance measurement strategy based on weighted aggregation coefficient and traffic prediction is introduced. This strategy can conduct a more reasonable and effective assessment of the importance of nodes. Thirdly, to reduce resource occupation and improve network security and stability, we propose a multi-node failure recovery strategy. It depends on the construction of candidate nodes and the selection of recovery points. Simulation results show that compared with other algorithms, the proposed algorithm reduces the cost and maintains a high success rate of fault recovery. In addition, its request acceptance rate is twice that of other algorithms.

Infrastructure failure propagations and recovery strategies from an Alpine Fault earthquake scenario

While it is well established that community members should participate in resilience planning, participation with genuine decision-making power remains rare. We detail an end-to-end disaster impact reduction modelling framework for infrastructure networks, embedded within a scenario-based participatory approach. Utilising the AF8+ earthquake scenario, we simulate hazard exposure, asset failure and recovery of interdependent critical infrastructure networks. Quantifying service levels temporally offers insights into possible interdependent network performance and community disconnection from national networks, not apparent when studying each infrastructure in isolation. Sequencing participation enables feedbacks between integrated modelling and participants’ impact assessments. Shared ownership of modelling outputs advances stakeholders’ understanding of resilience measures, allowing real-time implementation, increasing community resilience. Readily understood by central government, this format may increase support and resourcing, if nationally significant. Finally, this method tested integrated modelling and impacts assessments, identifying and enabling improvements for both.

Fault recovery strategy of distribution networks with multiple EHs for reliability improvement

It has become a trend that user-side electricity/heat/gas energy supplies and loads are connected to the distribution network with energy hubs (EHs). The integrations of EHs bring new opportunities for the improvement of power supply reliability of distribution networks. For the distribution network with multiple EHs, a fault recovery strategy for the improvement of power supply reliability is proposed in this paper. Combining the models of EHs and radial distribution network, the typical structure of distribution network with multiple EHs is analyzed. Considering the scope of the fault and EH optimal dispatching, a failure recovery strategy for reliability improvement of distribution network with multiple EHs is proposed. With the objective of minimum power outage losses and operating costs, an optimal scheduling model for multiple EHs island operation is established. The analysis of the calculation example shows that the grid-connected operation of EH can improve the reliability of distribution network, and the optimal dispatch of the EH can effectively reduce the loss of power outage during the failure.

Simulation study on commutation failure control and recovery of UHVDC with hierarchical connection mode

UHVDC transmission projects with hierarchical receivers are connected in series on the DC side. When a single voltage level of AC system fails, commutation failure may occur in both hierarchies of DC system, and the impact will be more serious when the electrical connection is strong. In the process of fault recovery, inappropriate control strategy will also lead to successive commutation failures. In this paper, a commutation failure control and recovery strategy based on real-time fault detection and determination is proposed. In view of the instantaneous faults of AC system, the starting time is determined according to the predicted results of commutation failure, so as to reduce the starting times and prevent the continuous commutation failure in the recovery process. When the single-hierarchy AC system is permanently severely faulted, the fault hierarchy is isolated and the non-fault layer operates normally. The PSCAD/EMTDC simulation model of an UHVDC transmission project is built. Instantaneous and permanent faults are set up to simulate. It is verified that the proposed strategy can effectively reduce the number of successive commutation failures and improve transmission reliability.

The Effect of Service Failure Recovery Strategies Applied on Hotels to Service Quality Perception

Hizmet hatasının telafisi ve algılanan hizmet kalitesi oldukça ilişkili iki konudur. Literatüre göre, müşteriye sunulan hatalı hizmet sonrası otellerin hizmet hatasını telafi etmelerine yönelik tepkileri, müşteriye karşı yaklaşımları, sorunun çözümüne yönelik uyguladıkları hizmet hatası telafi stratejileri gibi unsurlar müşterinin işletmenin sunduğu hizmet kalitesi algısını etkileyebilmektedir. Bu da müşterinin işletmeye yönelik davranışsal niyetlerini etkileyebilmektedir. Bu çalışmada, Antalya’da faaliyet gösteren beş yıldızlı otel işletmelerinde ortaya çıkan hizmet hatalarına yönelik otel işletmelerinin kullandığı hizmet telafi stratejilerinin algılanan hizmet kalitesine olan etkisini ortaya çıkarmak amaçlanmıştır. Bu amaçla toplanan veriler analiz edilmiş olup otel işletmelerinin uyguladığı telafi stratejilerinden ‘Açıklama’ ve ‘Tazminat’ stratejilerinin algılanan hizmet kalitesini olumlu yönde etkilediği tespit edilmiştir.

Validation of Distributed SDN Control Plane Under Uncertain Failures

The design of distributed control plane is an essential part of SDN. While there is an urgent need for verifying the control plane, little, however, is known about how to validate that the control plane offers assurable performance, especially across various failures. Such validation is hard due to two fundamental challenges. First, the number of potential failure scenarios could be exponential or even non-enumerable. Second, it is still an open problem to model the performance change when the control plane employs different failure recovery strategies. In this paper, we first characterize the validation of the distributed control plane as a robust optimization problem and further propose a robust validation framework to verify whether a control plane provides assurable performance across various failure scenarios and multiple failure recovery strategies. Then, we prove that identifying an optimal recovery strategy is NP-hard after developing an optimization model of failure recovery. Accordingly, we design two efficient failure recovery strategies, which can well approximate the optimal strategy and further exhibit good performance against potential failures. Furthermore, we design the capacity augmentation scheme when the control plane fails to accommodate the worst failure scenario even with the optimal failure recovery strategy. We have conducted extensive evaluations based on an SDN test bed and large-scale simulations over real network topologies. The evaluation results show the efficiency and effectiveness of the proposed validation framework.

Are Gender and Appearance Important? Exploring the Relationship between Recovery Type and Post-recovery Satisfaction

Since service failure is inevitable in the service industry, how to remedy the failure and maintain customer satisfaction has become an important management issue for enterprises in marketing. This study took gender and physical attractiveness as moderators, hoping to find a mechanism that is more conducive to improving the effectiveness of failure recovery from the perspective of these two variables. In this study, experimental design was used to design a total of 16 experimental scenarios for model verification. The experiment was conducted on a network platform, and a total of 800 valid experimental samples were completed. The study found that for tangible compensation, female service personnel and physical attractiveness are helpful to improve post-recovery satisfaction. In addition, the opposite sex combination of customers and service personnel will produce better remedial effect than the heterosexual combination. Finally, it is also verified that physical attractiveness is an important moderator. The physical attractiveness of the service personnel enables the recovery type and gender combination to have more positive influence on post-recovery satisfaction, thus it plays an important role in failure recovery strategy. Managerial implications for marketing manager of the service industry as well as directions for future research are also discussed.

Synthesizing Failure Detection, Isolation, and Recovery Strategies from Nondeterministic Dynamic Fault Trees

Redundancy concepts are an integral part of the design of space systems. Deciding when to activate which redundancy and which component should be replaced can be a difficult task. In this paper, a model of nondeterministic dynamic fault trees is presented. It is shown how appropriate recovery strategies can be synthesized from them. This is achieved by transforming a nondeterministic dynamic fault tree into a Markov automaton. From the optimized scheduler of this Markov automaton, an optimal recovery strategy can then be derived. The model of recovery automata is also introduced to represent these strategies. Finally, how these synthesized strategies can help improve overall system reliability is discussed.

The Impact of Mobile App Failures on Online and Offline Purchases

Over half of all shopping journeys start with the mobile channel. In particular, the presence of a branded mobile app significantly influences shopping across channels. However, a majority of app users decrease app usage or even abandon an app, in part, due to app service failure(s). Do app failures influence purchases made within the online channel? Are there any spillover effects across other channels? What factors moderate the within and across channel effects? We leverage exogenous systemwide failure shocks in a large multichannel retailer's mobile app and related data to examine the impact of app failures on purchases in all channels using a differences-in-differences approach. We investigate heterogeneity among shoppers using a set of moderators of these effects based on insights from prior research. Our analysis reveals that although app failures have a significant overall negative effect on shoppers' frequency, quantity, and monetary value of purchases across channels, the effects are heterogeneous across channels and shoppers. Interestingly, the overall decreases in purchases across channels are driven by purchase reductions in brick and mortar stores and not in digital channels. Furthermore, we find that shoppers with a stronger relationship with the retailer, greater digital channel use, and who experienced failures less attributable to the retailer, are less sensitive to app failures. We outline failure preventive and recovery strategies for app providers based on the insights from this study.

Reliability and Fault-Tolerance by Choreographic Design

Distributed programs are hard to get right because they are required to be open, scalable, long-running, and tolerant to faults. In particular, the recent approaches to distributed software based on (micro-)services where different services are developed independently by disparate teams exacerbate the problem. In fact, services are meant to be composed together and run in open context where unpredictable behaviours can emerge. This makes it necessary to adopt suitable strategies for monitoring the execution and incorporate recovery and adaptation mechanisms so to make distributed programs more flexible and robust. The typical approach that is currently adopted is to embed such mechanisms in the program logic, which makes it hard to extract, compare and debug. We propose an approach that employs formal abstractions for specifying failure recovery and adaptation strategies. Although implementation agnostic, these abstractions would be amenable to algorithmic synthesis of code, monitoring and tests. We consider message-passing programs (a la Erlang, Go, or MPI) that are gaining momentum both in academia and industry. Our research agenda consists of (1) the definition of formal behavioural models encompassing failures, (2) the specification of the relevant properties of adaptation and recovery strategy, (3) the automatic generation of monitoring, recovery, and adaptation logic in target languages of interest.

Assessing service failure recovery strategies and its impacts upon service quality offered: management perspective in local Fast food restaurants

The aim of this research paper is to assess the service failure recovery strategies adopted by local fast food restaurant in Egypt and recommend specific strategies that restaurant's managers and customers agreed on. A questionnaire form was used to collect data from two categories of respondents; the first category comprised local fast food restaurants' managers and servers. Ten local fast food chains were surveyed as a comprehensive sample (149 restaurants). A total of 123 successful responses were achieved with a response rate of 82.55%. The second category comprised local fast food restaurants' customers to assess their beliefs about the same variables that managers had earlier reported on. A total of 171 successful responses were achieved out of 250 with a response rate of 68.4%. The findings indicate the importance of service recovery that facilitates transforming behavioral intentions into actual behavior.

A little bit more value creation and a lot of less value destruction! Exploring service recovery paradox in value context: A study in travel industry

Abstract Service failure recovery, recovery strategies, and service recovery paradox have always been among the most controversial discussions of services marketing especially in travel and leisure researches. Although value creation is proved as an effective factor in service recovery, it is widely neglected on service recovery paradox (SRP). Most of the previous literature only investigated the role of regular recovery strategies (e.g. compensations, apology, explanation, etc.) in the service failure recovery and service paradox, and some others also engaged the value creation in this process as complementary option. This study attempts to suggest a novel approach for the concept of service failure recovery using a look to the past. Two experiment and field experiment studies were performed to examine the role of value creation, value destruction, and compensations in failure recovery and service failure paradox occurrence. The results indicate that while recovery per se doesn't cause service paradox, utilizing value creation leads to this phenomenon. In addition, results reveals destructive impact of value destruction on recovery strategies so that it counteract regular recovery strategy's effect in some cases. Managerial implications and discussion on results are also presented in the last section of the study.

Robot workstation failure recovery based on a layout optimization

This article focuses on the robot workstation layout problem and briefly discusses a recovery control strategy. Since present industrial workstations utilize a flexible manufacturing cell served by a robot, researchers in this field try to find the best method determining the physical organization of resources in available space. As solving the facility layout problem (FLP) might reduce material handling expenses, the most common objective in these approaches is to minimize the material handling costs. Our work introduces a new approach in obtaining the optimal positions of resources in a robot workstation where considerable contribution to the final layout design comes from the failure recovery data. The optimization criteria include material flow and transportation cost as the standard FLP objectives. In our approach we also consider the resource rate of failure and treatment quality as a part of the failure recovery. The optimization problems were solved with the state of the art optimization algorithm for the nonlinear optimization problems. The computational results of the study are discussed and analysed on the basis of a real industrial application. The commonly used objective function is compared to the proposed objective function extended with the failure recovery. As an important part of the failure recovery strategy, making the proper recovery decision in the workstation control design is also discussed.