Service Recovery Research Articles

Artificial intelligence-driven ensemble deep learning models for smart monitoring of indoor activities in IoT environment for people with disabilities

Disabled persons demanding healthcare is a developing global occurrence. The support in longer-term care includes nursing, intricate medical, recovery, and social help services. The price is large, but advanced technologies can aid in decreasing expenditure by certifying effective health services and enhancing the superiority of life. The transformative latent of the Internet of Things (IoT) prolongs the existence of nearly one billion persons worldwide with disabilities. By incorporating smart devices and technologies, the IoT provides advanced solutions to tackle numerous tasks challenged by individuals with disabilities and promote equality. Human activity detection methods are the technical area which studies the classification of actions or movements an individual achieves over the recognition of signals directed by smartphones or wearable sensors or over images or video frames. They are efficient in certifying functions of detection of actions, observing crucial functions, and tracking. Conventional machine learning and deep learning approaches effectively detect human activity. This study develops and designs a metaheuristic optimization-driven ensemble model for smart monitoring of indoor activities for disabled persons (MOEM-SMIADP) model. The proposed MOEM-SMIADP model concentrates on detecting and classifying indoor activities using IoT applications for physically challenged people. First, data preprocessing is performed using min–max normalization to convert input data into useful format. Furthermore, the marine predator algorithm is employed in feature selection. For the detection of indoor activities, the proposed MOEM-SMIADP model utilizes an ensemble of three classifiers, namely the graph convolutional network model, long short-term memory sequence-to-sequence (LSTM-seq2seq) method, and convolutional autoencoder. Eventually, the hyperparameter tuning is accomplished by an improved coati optimization algorithm to enhance the classification outcomes of ensemble models. A wide range of experiments was accompanied to endorse the performance of the MOEM-SMIADP technique. The performance validation of the MOEM-SMIADP technique portrayed a superior accracy value of 99.07% over existing methods.

Using Traditional Text Analysis and Large Language Models in Service Failure and Recovery

Service failure and recovery (SFR) typically involves one or more people (or machines) talking or writing to each other in a goal-directed conversation. While SFR represents a prime context to understand how language reflects and shapes the service experience, this subfield has only begun to apply text analysis methods and language theories to this context. This tutorial offers a methodological guide for traditional text analysis methods and large language models and suggests some future research paths in SFR. We also provide user-friendly workflow repositories, in Python and KNIME Analytics, that researchers with (and without) coding experience can use. In doing so, we hope to encourage the next wave of text analysis in SFR research.

Temporal Variation of Soil Phosphorus Fractions and Nutrient Stoichiometry During Wetland Restoration: Implications for Phosphorus Management

Wetland restoration can promote the recovery of ecosystem services. However, an increasing number of reports indicate that phosphorus leaching risk occurs in downstream water bodies during the early stages of agricultural utilized wetland restoration, it is unclear that whether this phenomenon depend on temporal dynamics. Therefore, in this study, we used soil phosphorus fractions and stoichiometry as indicators to investigate soil phosphorus leaching and examine their evolution during both short- and long-term wetland restoration, aiming to identify the key driving factors. The results showed that only soil inorganic phosphorus (Pi) decreased during short-term restoration, while soil organic P (Po) increased during long-term restoration, which indicates that the restoration period can promote the transformation of Pi to Po. The soil total organic carbon: total P (C:P) and total nitrogen: total P (N:P) ratios did not differ during short-term wetland restoration, while C:P and N:P significantly increased under long-term wetland restoration (163% and 225%), demonstrating an increasing trend of P demand with increasing wetland restoration time. Finally, redundancy analysis showed that reactive iron (Fer) and pH were the dominant factors influencing soil P pools under short-term restoration. In contrast, TN, SOC, and pH were dominant factors driving P pools under long-term restoration, and changes in the dominant factors driving P pools also implied that organic carbon contributed to Po accumulation. Overall, these indicators show that wetland restoration improves soil P stability and reduces the potential for soil P release. The findings highlight the importance of incorporating soil P fraction analyses and stoichiometric evaluation into P management during wetland restorations.

Perceptions of the Combining HIV Services and Microenterprise for Sustainable Recovery (CHIMES) Intervention for Sober House Residents in Tanzania: A Qualitative Study

Perceptions of the Combining HIV Services and Microenterprise for Sustainable Recovery (CHIMES) Intervention for Sober House Residents in Tanzania: A Qualitative Study

Royal Far West's Allied Health Telehealth Services for Children Post-Bushfires.

To evaluate the effectiveness of Royal Far West allied health telehealth services to support the health and well-being of children affected by the bushfires. In response to the 2019/2020 Black Summer bushfires, Royal Far West (RFW) implemented the Community Recovery Services (CRS) targeting the health and well-being of affected children. One component of the CRS was the delivery of allied health telehealth services to children. One hundred and thirty-five children participated in occupational therapy, psychology and/or speech pathology telehealth. Forty-eight parents/carers completed a telehealth satisfaction survey. Measures used to determine effectiveness included child and parent/carer satisfaction surveys, the Canadian Occupational Performance Measure (COPM), the Goal Attainment Scale (GAS) and the Strengths and Difficulties Questionnaire (SDQ). The children overwhelmingly stated that they felt listened to (89%), enjoyed telehealth sessions (84%) and learned new ways to cope with their feelings (87%). Parents/carers reported that children had developed effective emotional regulation and coping strategies. COPM outcomes indicated the children demonstrated statistically significant large improvements in their self-perceived performance of and satisfaction with their identified goals, p < 0.001. The GAS outcomes indicated that 86% of children attained or exceeded their set goals. A statistically significant improvement in children's mental health outcomes post-telehealth was found, as measured by the SDQ (p < 0.05). Occupational therapy, psychology and speech pathology telehealth sessions contributed to positive health and well-being outcomes for children affected by the bushfires. The findings support the implementation of RFW's five key principles for telehealth services: (1) Access to a multidisciplinary team; (2) Practical resources; (3) Flexible delivery; (4) Providing in-person session to support telehealth and (5) Take a 'whole of child' approach. Innovative telehealth offered children in geographically remote areas access to effective allied health support post-disaster that was not readily available in their local communities.

Boundary-breaking opportunities in service failure and recovery

PurposeThe service failure and recovery (SFR) research field has reached its maturity stage and is now at a critical juncture. There are growing calls for fresh perspectives and innovative approaches in SFR research to ensure its continued relevance and growth. The purpose of this paper is to identify boundary-breaking opportunities in SFR research by fundamentally challenging some of the central assumptions of the field.Design/methodology/approachThis paper employs a unique “review of reviews” methodology to synthesise findings from 19 prior SFR reviews, complemented by an in-depth analysis of 116 primary articles published in the past five years.FindingsThis paper makes several contributions. First, it identifies and critically evaluates the central underlying assumptions of SFR, highlighting their inherent limitations in light of emerging conceptual and substantive developments. Second, it offers alternative perspectives that reframe these assumptions and open up new avenues for research. Third, within each alternative perspective, we propose specific research ideas that can benefit from further exploration. To develop the ideas, we build on recent conflicts and negative events in the marketplace. Our review of reviews approach also enables us to track how frequently such ideas have been proposed in prior reviews. Finally, the paper briefly discusses some methodological considerations for conducting more impactful research.Originality/valueThis paper leverages insights from prior SFR literature reviews and recent research and steeps into real-world marketing issues to challenge the central assumptions of the field and recommend future research avenues.

A consensus statement on child and family health during the COVID-19 pandemic and recommendations for post-pandemic recovery and re-build

IntroductionAs health systems struggled to respond to the catastrophic effects of SARS-CoV-2, infection prevention and control measures significantly impacted on the delivery of non-COVID children's and family health services. The prioritisation of public health measures significantly impacted supportive relationships, revealed their importance for both mental and physical health and well-being. Drawing on findings from an expansive national collaboration, and with the well-being of children and young people in mind, we make recommendations here for post-pandemic recovery and re-build.MethodsThis consensus statement is derived from a cross-disciplinary collaboration of experts. Working together discursively, we have synthesised evidence from collaborative research in child and family health during the COVID-19 pandemic. We have identified and agreed priorities areas for both action and learning, which we present as recommendations for research, healthcare practice, and policy.ResultsThe synthesis led to immediate recommendations grouped around what to retain and what to remove from “pandemic” provision and what to reinstate from pre-pandemic, healthcare provision in these services. Longer-term recommendations for action were also made. Those relevant to children's well-being concern equity and relational healthcare.DiscussionThe documented evidence-base of the effects of the pandemic on children's and family services is growing, providing foundations for the post-pandemic recovery and re-setting of child and family health services and care provision. Recommendations contribute to services better aligning with the values of equity and relational healthcare, whilst providing wider consideration of care and support for children and families in usual vs. extra-ordinary health system shock circumstances.

Exploring the relationship between dissociative experiences and recovery in psychosis: cross-sectional study.

This study explored the association among dissociative experiences, recovery from psychosis and a range of factors relevant to psychosis and analysed whether dissociative experiences (compartmentalisation, detachment and absorption) could be used to predict specific stages of recovery. A cross-sectional design was used, and 75 individuals with psychosis were recruited from the recovery services of the Gloucestershire Health and Care NHS Foundation Trust. Five questionnaires were used - the Dissociative Experiences Scale - II (DES), Detachment and Compartmentalisation Inventory (DCI), Questionnaire about the Process of Recovery, Stages of Recovery Instrument (STORI), and Positive and Negative Syndrome Scale - and a proforma was used to collect demographic data. Our findings indicated that compartmentalisation, detachment and absorption, as measured by DES and DCI, do not predict stages of recovery as measured by the STORI. The results of this study suggest that there is no simple relationship between dissociative and psychotic symptoms. They also suggest a need to assess these symptoms separately in practice and indicate that special approaches to treatment of psychosis may be needed in cases where such symptoms have a significant role.

Improving Complaint Handling: The Rhetorical Turn in Defensive and Accommodative Strategies

This article examines how Aristotelian rhetorical principles— ethos, pathos, and logos—can help manage social media outrage in complaint handling by translating them into defensive and accommodative response strategies commonly used in service recovery. Two online experiments evaluated four strategies for their effects on complainants’ moods: (a) blame-shifting; (b) promising action; (c) apologizing; and (d) a combination of empathy, apology, and promise. The results showed that accommodative strategies were more effective than defensive ones, with the combination of empathy, apology, and promise as the most effective. The findings suggest incorporating rhetorical training in business communication to enhance response efficacy.

Research as Respect: Elevating the Knowledge and Stories of Men at an Aboriginal-Controlled Residential Alcohol and Drug Recovery Service

This conversation between an Aboriginal Elder, an Aboriginal senior manager/practitioner, and a non-Aboriginal narrative therapist/groupworker centres on a social research project they undertook with men residing in an Aboriginal men’s alcohol and other drug recovery service in Melbourne, Australia. The men were invited to contribute accounts of what was important in their lives and the practices that supported positive developments in their time at the facility. The men, manager, and a community Elder directed a research process that prioritised the use of these accounts to contribute to the lives of other men. The men resident at the facility provided access to transcripts of narrative therapy counselling and groupwork sessions, which were then examined using a narrative inquiry methodology. The men described the importance to them of identities as Aboriginal men, fathers, and family and community members. They gave accounts of how the service had contributed to significant developments in these identities. Key themes included the Aboriginal-managed nature of the service, providing an environment free from judgment, supporting recovery, healing, and re-connection with culture. Relationships with staff differed from those experienced by the men in other services: including respect for culture, being “on the same level,” sharing of experiences, and different approaches to role boundaries. As an outcome of the research, training materials were produced from the words of participants to promote respectful support and therapeutic practices. The project also illuminated the contributions that people subject to therapy, casework, and research make to the professional and personal lives of practitioners and researchers. In the words of Elder Les Stanley, “In a research project like this, everyone changes.”

Ethical leadership and public service recovery performance: the roles of thriving at work and moral self-efficacy

PurposeThe study aims to explore the mechanism to strengthen service recovery performance among public sector employees. Delving on the notion that ethical aspects of public leaders could serve as reliable models, the research investigated the role of ethical leadership, thriving at work and moral self-efficacy.Design/methodology/approachA quantitative approach with two waves of data collection from both supervisors' and subordinates’ perspectives in public organizations was conducted. The final sample size was 331.FindingsEthical leadership has a positive effect on public sector employees' thriving at work. In turn, the state of thriving at work mediates the association between ethical leadership and service recovery performance. Public servants’ moral self-efficacy moderates both the direct relationship between ethical leadership and thriving at work, as well as the indirect effect of ethical leadership on service recovery performance through thriving at work.Originality/valueThe research findings suggest an understanding of how ethical leadership could cultivate public service recovery performance through employees’ thriving. The common values between subordinates and leaders were found to facilitate a better translation of the leaders’ role model into employees’ psychology and behaviors.

Unleashing service recovery excellence: exploring the power of dimensional autonomy and thriving at work as catalysts during COVID-19

PurposeThis study explores how three-dimensional job autonomy (decision-making, work method and work scheduling) affects employees’ thriving at work and service recovery performance in the hospitality industry during COVID-19.Design/methodology/approachThis study utilized cross-sectional dyadic data from 287 frontline workers in the Chinese hospitality sector and analyzed it with Analysis of Moment Structures (AMOS) and the PROCESS macro.FindingsThe findings indicate that three-dimensional autonomy has a direct impact on thriving and an indirect effect on service recovery performance (SRP) through thriving, and the relationship between three-dimensional autonomy and thriving is moderated by SOCV19R.Originality/valueThis study addresses the existing gap in research regarding the various aspects of autonomy. It explores how distinct dimensions of autonomy affect employees’ thriving at work and, in turn, influence their ability to excel in service recovery. Furthermore, it sheds light on how the unique circumstances of COVID-19, as represented by SOCV19R, play a role in understanding the dynamics between different forms of autonomy and employees’ thriving.

Peasant Perceptions of Environmental Remediation Developed by Consorcio Santo Toribio in the Peasant Community of Cari Cari - Mañazo - Puno, 2020 – 2024

The research addresses the perceptions of the peasants of the community of Cari-Cari - Mañazo, province and department of Puno, about the environmental remediation carried out by the Santo Toribio Consortium. These actions were carried out to mitigate the effects of the environmental liabilities generated by the former Aladino VI Mining Unit, which operated in the area until 1986 in the Quearaya annex. The main objective was to systematize the population's perceptions regarding the recovery of ecosystem services in the areas affected by copper mining. The methodology used was qualitative, descriptive-ethnographic, non-experimental-longitudinal design, using the inductive method. To collect the information, observation guides and in-depth interviews were applied. The results highlight the effects of mining environmental liabilities in the community, 24 passive components were identified, including a mine entrance, as a legacy of the mining activities of the former Aladino VI Unit. Within the framework of Law No. 28271 of 2004, which regulates mining environmental liabilities (PAMs), the company Activos Mineros S.A.C. (AMSAC) commissioned the consulting firm CESEL S.A. to design a closure plan for these liabilities and the Santo Toribio Consortium assumed the responsibility of executing the environmental rehabilitation, in the project called "Recovery of ecosystem services of the middle part of the Chactani Gorge of the Ilpa Basin". These activities took place between August 10, 2020 and 2024. In conclusion, the research highlights the importance of environmental rehabilitation actions and their impact on the perception of community members, who value the efforts made to restore ecosystem services in their community, after years of negative impact from mining.

Space, place and recovery: Fostering atmospheres of dignity in interiors where inhabitants have limited influence

ABSTRACT The design literature proposes frameworks for building and renovating rehabilitation and recovery facilities that promote wellbeing; however, little attention has been given to temporarily inhabited interiors that provide similar services. The story of two spaces hosting Recovery Café support groups is presented to highlight the importance of place, atmosphere, and control in promoting dignity, empowerment, and self-worth in recovery support settings that operate in borrowed spaces. One space was outfitted with the café in mind, and the other was simply inhabited and dressed for the occasion. Participant observations in both spaces indicated that furniture, fixtures, and displays within a given spatial envelope may impact psychological and social wellbeing by offering self-expression and means to regulate social interactions. Inhabiting a space that restricts participation in the environment poses problems related to belonging and trust. Additionally, places imbued with memory and meaning were potential obstacles in long-term recovery journeys, suggesting that the location of recovery services should be carefully selected.

The Cedars-Sinai Community Connect Program: Strategic Partnerships and Innovative Grantmaking

Throughout the evolution of modern health care, social drivers of health (SDOH) have been underscored as significant contributors to clinical outcomes and exacerbators of health inequities. However, health care systems have struggled to effectively address SDOH due to a historical focus on traditional biomedical models and a distinctive lack of collaboration with community-based organizations (CBOs). Cedars-Sinai, a Los Angeles–based nonprofit academic medical center, has developed a comprehensive strategy to integrate health and social care through its Community Connect Program (CCP). Launched in 2021, the CCP aims to improve patient outcomes and community health by incorporating standardized SDOH assessments into electronic health records, implementing person-centered interventions, and establishing accountable referral pathways to local organizations for community support services. The CCP team, within the Office of Health Equity, leads collaborative efforts across various internal departments and external CBOs to bridge the gap between health care and social services. Since its inauguration, the CCP has partnered with CBOs specializing in critical areas such as housing instability, access to care, mental health and substance use, and case management. A distinctive component of the CCP’s community engagement is its targeted grantmaking approach, which is integrated within the same implementation strategy for SDOH screening and intervention. By centralizing grantmaking, screening, and intervention efforts under one team, the CCP fosters a comprehensive, nonsiloed approach that enhances coordination and maximizes impact. In an effort to expand community service capacity and streamline resource connections for top-identified SDOH needs, the CCP launched its grantmaking pilot with a 5-year commitment to support five CBOs with up to $110,000 per grant year. Achievements made through the development and first 2 years of the CCP’s grantmaking pilot include providing tailored support to improve access to medical and social care services, expanding access to intensive case management programs, expediting interim housing placements, and promoting free mental health care and substance use disorder recovery services. Lessons learned from the CCP grantmaking pilot program include the need for robust change management, authentic and productive communication, and trust-building with CBOs, all of which will continue to guide future Cedars-Sinai efforts to enhance community partnerships. The CCP grantmaking pilot has informed future considerations to operationalize funds for social care access and demonstrated the potential for scalable, community-oriented social care solutions. The broader CCP strategy and integrated grantmaking pilot can serve as a model for integrating health and social care through multifaceted partnerships, innovative grantmaking, and community-driven decision-making. These efforts in addressing SDOH and advocating for more equitable health outcomes underscore the transformative potential of collaborative systems integration. By building on these grantmaking achievements, facilitating multisector learning opportunities, and continuing to invest in community capacity, Cedars-Sinai’s CCP is driving toward a more equitable and innovative health care system.

Enhancing community-based earthquake disaster management: resident preferences and adaptive capacity for resilience

Earthquake disasters remain a persistent global challenge, requiring innovative approaches to disaster management. Community-based earthquake disaster management (CBEDM) integrates social, environmental, and political factors, emphasizing residents’ adaptive capacity and disaster prevention preferences. This study employs the Choice Experiment (CE) method within an adaptive capacity framework to “quantify residents’ preferences, adaptive behaviours, and willingness to participate (WTP)” in CBEDM scenarios. Using the Random Parameter Logit (RPL) model, the research reveals strong community support for CBEDM programs and highlights three key findings: first, “collaboration between local governments, non-profits, and communities enhances disaster preparedness and post-disaster recovery”; second, “active community participation reduces disaster impact and raises awareness”; third, “empowering social organizations ensures efficient recovery services and social inclusion.” These insights provide evidence-based recommendations for aligning disaster management strategies with residents’ preferences and fostering adaptive behaviours to mitigate earthquake risks.

Effect of employee emotional competence on customer emotional attachment: the roles of service recovery satisfaction and service failure severity

PurposeThis study aims to enhance our understanding of employee emotional competence (EEC) in the context of service failure and recovery. Accordingly, the present study investigates the relationship between perceived EEC and customer emotional attachment (CEA) through the mediating role of service recovery satisfaction (RES). Furthermore, the study examines the moderating impact of service failure severity (SFS) on the relationship between perceived EEC and RES.Design/methodology/approachA self-administered online survey was carried out to collect data. Using a convenience sampling technique, 195 US consumers were recruited from Prolific Academic. To test the hypotheses, this study employed partial least squares structural equation modeling (PLS-SEM).FindingsAccording to the analysis, perceived EEC impacts CEA directly and indirectly via RES. Additionally, the study finds that consumers reported feeling more emotionally connected to the restaurant when they were satisfied with service recovery. Finally, the study identified that the connection between perceived EEC and RES increases with service failure severity.Practical implicationsThis study emphasizes enhancing EEC through organization-wide training to increase customer satisfaction and emotional attachment to the service organization. Furthermore, it underscores the need for comprehensive employee training to categorize service failure severity and formulate appropriate recovery strategies.Originality/valueThe authors believe this is the first RES study to examine perceived EEC’s effect on CEA. By combining the affect infusion and cognitive appraisal theories to examine recovery satisfaction, this study contributes to the existing body of research on service recovery by shedding light on the relationship between perceived EEC and CEA. Furthermore, the study offers preliminary findings indicating an increase in the impact of perceived EEC on RES during high failure severity (SFS).

The mediating effect of employee’s ability, motivation, and opportunity to participate (AMO) on the relationship between investment in Lean Six Sigma training and service recovery performance

The mediating effect of employee’s ability, motivation, and opportunity to participate (AMO) on the relationship between investment in Lean Six Sigma training and service recovery performance

Substance use recovery needs among college students seeking recovery services: a thematic qualitative analysis

BackgroundCollege students who are in recovery from substance use disorders face challenges related to abstaining from substance use, finding supportive social networks, and achieving their academic goals. These students may therefore seek out various recovery supports at their institutions to meet their needs and goals.MethodsThis study analyzed previously collected data to explore themes related to students’ experiences of recovery, including their recovery needs and challenges while also attending college. We conducted qualitative thematic analysis of written responses to open-ended prompts posed to 92 college students from one university (47% female; M age = 21.5 years, SD = 5.6) who participated in a larger parent study of Collegiate Recovery Programs in the United States. We used a phenomenological approach to guide the current study, to characterize the meaning and experience within the shared phenomenon of recovery processes among college students.ResultsTwo broad categories emerged, representing nine total themes that were coded: (a) intrapersonal factors: recovery-specific challenges, self-care and coping, mental and behavioral health, life challenges, and personal motivations and attributes; and (b) interpersonal/social factors: 12-step recovery supports, external supports and community, college environment, and relationships with others.ConclusionsFindings offer insight into barriers and facilitators to recovery among colleges students and are discussed in terms of their implications for primary stakeholders at institutions of higher education to support college students in substance use recovery.

Moderating role of perceived justice between employee incivility and consequences of brand hate

PurposeDuring the past decade, marketing literature has focused on investigating the dark side of consumer emotions and their behavior. This demands further research for a more in-depth understanding. Hence, drawing on affective events theory, this study aims to examine employee incivility (rude and poor behavior) and its consequences on brand hate. Furthermore, the authors also introduced perceived justice as a moderator to buffer the impact of brand hate.Design/methodology/approachA scenario-based survey was used to collect data from 212 consumers from the airline industry. Structural equation modeling was performed through SmartPLS.FindingsFindings revealed that employee incivility instigates brand hate. Results further showed that attitudinal brand hate influences brand opposition and detachment, whereas behavioral brand hate only influences brand detachment. Additionally, perceived justice moderates the negative relationship between employee incivility and brand hate. Overall, the results showed that employee incivility can trigger brand hate, and service recovery can reduce the negative impact of employee behavior on brand hate in the aviation sector.Research limitations/implicationsThis study contributes to brand hate and service recovery literature.Practical implicationsThis study provides deep insights into how employee behavior can cause brand hate and how recovery strategies can help buffer its impact.Originality/valueIn the existing literature, limited studies have focused on organizational factors instigating brand hate. To the best of the authors’ knowledge, this study is the first to associate employee incivility and brand hate.