Consumer cynicism in service failures Tran, Hai‐Anh; Strizhakova, Yuliya; Usrey, Bryan ...
Psychology & marketing,
February 2022, Volume:
39, Issue:
2
Journal Article
Peer reviewed
Open access
Despite growing corporate commitments to being customer‐centric, many customers perceive firms as self‐driven and caring only about their own business interests. This sentiment is projected in ...consumer cynicism, or negative consumer attitudes based on the disbelief in the sincerity of firms' motives and actions. We argue that consumer cynicism emerges in response to negative marketplace situations, such as service and product failures. Across four scenario‐based experiments and one video‐based experiment, our research examines cynicism as a key mediator, transmitting the effect of double deviation (i.e., a failure in delivery and in subsequent recovery) on negative electronic word‐of‐mouth and repurchase intention. We further demonstrate that consumer cynicism can be minimized when the provider uses cocreated recovery (i.e., engages consumers in recovery) even if the recovery fails and when the provider offers a strong empathetic apology (either before or after recovery failure). Our research contributes to consumer and service recovery research by highlighting an important but overlooked role of consumer cynicism in the context of double deviation. We also offer managerial insights into cocreation and empathetic apologies as cost‐effective recovery strategies to minimize cynicism.
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BFBNIB, FZAB, GIS, IJS, KILJ, NLZOH, NUK, OILJ, SBCE, SBMB, UL, UM, UPUK
Scholarly interest in the experience of dehumanization, the perception that one is being dehumanized, has increased significantly in recent years, yet the construct lacks a validated measurement. The ...purpose of this research is therefore to develop and validate a theoretically grounded experience of dehumanization measurement (EDHM) using item response theory. Evidence from five studies using data collected from participants in the United Kingdom (N = 2082) and Spain (N = 1427), shows that (a) a unidimensional structure replicates and fits well; (b) the measurement demonstrates high precision and reliability across a broad range of the latent trait; (c) the measurement demonstrates evidence for nomological and discriminant validity with constructs in the experience of dehumanization nomological network; (d) the measurement is invariant across gender and cultures; (e) the measurement demonstrates incremental validity in the prediction of important outcomes over and above conceptually overlapping constructs and prior measurements. Overall, our findings suggest the EDHM is a psychometrically sound measurement that can advance research relating to the experience of dehumanization.
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BFBNIB, DOBA, FZAB, GIS, IJS, IZUM, KILJ, NLZOH, NUK, OILJ, PILJ, PNG, SAZU, SBCE, SBMB, SIK, UILJ, UKNU, UL, UM, UPUK
Polymer brushes have become a significant focus of polymer research with the need for straightforward and versatile surface modification. With the development of controlled radical polymerization ...from surfaces, new theoretical models, and sophisticated characterization tools, the resulting ability to control brush density and brush thickness gives unparalleled control over surface properties and functionality. By increasing brush density, a stretched brush conformation is formed as a result of constraining the cross-sectional area of that brush strand which thereby influences the interactions of molecules with the brush surface. The associated residual stress also gives polymer brushes properties distinct from an equivalent layer of coated polymer chains. Examples of uncharged and charged “grown from” polymer brushes, the effect of architecture on physical behavior, and the influence of nanoscale patterning will be described. The use of brush surfaces in biology relevant applications will be discussed and include resistance to nonspecific binding, cell bioadhesion, their use as platforms for biosensors, thermoresponsive surfaces, and targeted protein binding.
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IJS, KILJ, NUK, PNG, UL, UM
•The modified Sb2O3/MWCNTs paste electrodes are successfully prepared and characterized.•The electrode exhibits remarkable analytical detection for Cd2+ and Pb2+.•Among candidates, the 3 wt.% Sb2O3 ...modified paste electrode performed the best analytical detection.•The sensitivity of mixture Cd2+ and Pb2+ was higher than that of their individual ions.
In this study, a sensitive and reliable anodic stripping voltammetry (ASV) using a series of multiwall carbon nanotube modified by antimony oxide (Sb2O3/MWCNTs) paste electrodes was successfully introduced for the simultaneous electrochemical detection of Cd2+ and Pb2+ ions. Firstly, a composite of multiwall carbon nanotubes (MWCNTs) was successfully used to preparing a paste electrode. Then, the MWCNTs bulk electrode was further modified with various concentrations of Sb2O3 (1, 3, and 4 wt.%, respectively) for improving the cadmium ions (Cd2+) and lead ions (Pb2+) detection ability. Among the Sb2O3/MWCNTs electrodes, the modified electrode by 3 wt.% Sb2O3 exhibits remarkable analytical detection for Cd2+ and Pb2+ by linear sweep anodic stripping voltammetry (LSASV) technique. The proper linear curves of current response versus the concentration of Cd2+ (80–150 ppb) and Pb2+ (5–35 ppb) could be observed. Interestingly, the analytical sensitivity of the mixture Cd2+ and Pb2+ were 1.932 and 2.694 μA⋅L⋅μg–1, respectively, which were higher than 1.5 and 1.3 folds of the individual ions. It expects that the Sb2O3/MWCNTs paste electrode could provide a significant improvement to the electrode for the simultaneous electrochemical detection of Cd2+ and Pb2+ ions.
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GEOZS, IJS, IMTLJ, KILJ, KISLJ, NLZOH, NUK, OILJ, PNG, SAZU, SBCE, SBJE, UILJ, UL, UM, UPCLJ, UPUK, ZAGLJ, ZRSKP
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•The fundamental aspects of wettability and surface tension phenomena are presented and discussed.•The latest etching developments and recent promising applications are discussed.•The ...advantages and drawbacks of superhydrophobic materials of preparation have been identified.•The rugosity of the surface is crucial to obtain a superhydrophobic surface.•Optically transparent and highly stable superhydrophobic coatings are needed to protect solar cells.
With the recent progress in nanotechnology and material engineering, nano-based coatings have become multifunctional, smarter, efficient, versatile and durable. Superhydrophobic coatings are an important class of the smart coating family, which has gained recognition in coating science over the last few years. The uniqueness of superhydrophobic coatings arises from the various phenomenal innovations, and its development is expected to continue in the next decades. The bioinspired superhydrophobic surfaces are commonly obtained by designing a double-scale structure by using nanotechnology, followed by the addition of water repellent compounds. It lacks an overview article describing on the recent progress in superhydrophobic coatings and surfaces. In this perspective article, various fundamental aspects of wettability and related phenomena are discussed. We present and compare the existing methods for the preparation of superhydrophobic coatings. Properties of superhydrophobic coatings such as self-cleaning, anti-icing, anti-fouling, and anti-bacterial features were also introduced. The review also discusses various superhydrophobic technological breakthroughs and future trends in the preparation and application of these materials.
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GEOZS, IJS, IMTLJ, KILJ, KISLJ, NLZOH, NUK, OILJ, PNG, SAZU, SBCE, SBJE, UILJ, UL, UM, UPCLJ, UPUK, ZAGLJ, ZRSKP
Service Overlay Network (SON) is an efficient solution for ensuring the end-to-end Quality of Service (QoS) in different real-world applications, including Video-on-Demand, Voice over IP, and other ...value-added Internet-based services. Although SON offers many advantages, such as ease of deployment and resilience to the node failures, it has to face the challenge of overlay network configuration that needs to dynamically adjust to the change in communication requirements. In this paper, we propose a novel method for adaptive overlay topology configuration, called AOTC based on Software-Defined Networks, deep learning, and reinforcement learning. The intuitive motivation is to address the above challenge, maximize the QoS from two aspects of customer preference and network cost. The obtained experimental results demonstrate the superiority of AOTC. Such a method can significantly reduce network cost while providing an improvement of 50% and 60% in terms of average delay and packet loss rate as compared to other traditional approaches.
The ultraviolet (UV)-based advanced oxidation process (AOP) is a powerful technology for removing pathogenic microorganisms and contaminants of emerging concern (CECs) from water. AOP in potable ...water reuse has been predominantly based on traditional low-pressure mercury (LP-Hg) lamps at 254 nm wavelength, supplemented by hydrogen peroxide addition. In this review, we assessed the potential of unconventional UV wavelengths (UV–B, 280–315 nm and UV-C, 100–280 nm) compared to conventional one (254 nm) in achieving the attenuation of pathogens and CECs. At the same UV doses, conventional 254 nm LP-Hg lamps and other sources such as, 222 nm KrCl lamps and 265 nm UV-LEDs, showed similar disinfection capability for viruses, protozoa, and bacteria, and the effect of hydrogen peroxide (H2O2) addition on disinfection remained unclear. The attenuation levels of key CECs in potable water reuse (N-nitrosodimethylamine and 1,4-dioxane) by 185 + 254 nm LP-Hg or 222 nm KrCl lamps were generally greater than those by conventional 254 nm LP-Hg and other UV lamps. CEC degradation was generally enhanced by H2O2 addition. Overall, our review suggests that 222 nm KrCl or 185 + 254 nm LP-Hg lamps with the addition of H2O2 would be the best alternative to conventional 254 nm LP-Hg lamps for achieving target removal levels of both pathogens and CECs in potable water reuse.
•This review assessed the water-treatment potential of UV wavelengths beyond 254 nm.•Disinfection efficiencies for viruses, protozoa, and bacteria were compared.•Some unconventional UV lamps showed higher removals of NDMA and 1,4-dioxane.•UV doses for CEC inactivation were higher than those for pathogen removal.•AOP using 185 + 254 nm LP-Hg or 222 nm KrCl lamp could be the best alternatives.
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GEOZS, IJS, IMTLJ, KILJ, KISLJ, NLZOH, NUK, OILJ, PNG, SAZU, SBCE, SBJE, UILJ, UL, UM, UPCLJ, UPUK, ZAGLJ, ZRSKP
Mg/Al layered double hydroxides (LDH) directly intercalated with organic anions (citrate and malate) were synthesized through a co-precipitation method at low supersaturation, yielding Citrate-LDH ...and Malate-LDH, respectively. Three obtained LDH samples were characterized using X-ray diffraction, Fourier transform infrared spectroscopy, zeta potential, and scanning electron microscopy. The results indicated that the organic anions were intercalated into the interlayer region of LDH as a horizontal orientation. The adsorption capacity of the LDH samples toward Cu(II) and Pb(II) ions was strongly affected by the solution’ pH, with the highest adsorption capacity reaching at pH5.0. As revealed in the kinetic study, equilibrium was rapidly established with adsorption half-lives at 30°C in the range of 7.38–11.4min for Cu(II) adsorption and 1.59–3.87min for Pb(II) adsorption. The maximum Langmuir adsorption capacity of Pb(II) and Cu(II) cations at 30°C exhibited the following order: Citrate-LDH (166mg/g and 137mg/g)>Malate-LDH (141mg/g and 118mg/g)>pristine LDH (84.7mg/g and 59.9mg/g), respectively. Thermodynamic studies demonstrated that the adsorption process was spontaneous (−ΔG°), endothermic (+ΔH°), and increasingly random (+ΔS°). The results demonstrated that the intercalation of citrate and malate anions into LDH successfully resulted in improving the adsorption capacity and rate of potentially toxic cations.
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•LDHs intercalated with organic anions were synthesized through a coprecipitation method.•Organic anions were intercalated into the LDH interlayer region as a horizontal orientation.•Adsorption process reached equilibrium at around 60min, with half-lives <15min.•Maximum adsorption capacity differed as follow: Citrate-LDHs > Malate-LDHs > LDHs.•Adsorption process was spontaneous and endothermic in nature.
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GEOZS, IJS, IMTLJ, KILJ, KISLJ, NLZOH, NUK, OILJ, PNG, SAZU, SBCE, SBJE, UL, UM, UPCLJ, UPUK, ZRSKP
The mechanism and capacity of adsorption of cadmium (Cd) on orange peel (OP)-derived biochar at various pyrolysis temperatures (400, 500, 600, 700 and 800°C) and heating times (2 and 6 h) were ...investigated. Biochar was characterized using proximate analysis, point of zero charge (PZC) analysis, Fourier transform infrared spectroscopy, scanning electron microscopy, energy dispersive X-ray spectroscopy and X-ray diffraction. Equilibrium and kinetic experiments of Cd adsorption on biochar were performed. The results indicated that the pH value at PZC of biochar approached 9.5. Equilibrium can be reached rapidly (within 1 min) in kinetic experiments and a removal rate of 80.6-96.9% can be generated. The results fitted the pseudo-second-order model closely. The adsorption capacity was estimated using the Langmuir model. The adsorption capacity of Cd on biochar was independent of the pyrolysis temperature and heating time (p>0.01). The maximum adsorption capacity of Cd was 114.69 (mg g(-1)). The adsorption of Cd on biochar was regarded as chemisorption. The primary adsorption mechanisms were regarded as Cπ-cation interactions and surface precipitation. Cadmium can react with calcite to form the precipitation of (Ca,Cd)CO3 on the surface of biochar. The OP-derived biochar can be considered a favourable alternative and a new green adsorbent for removing Cd(2+) ions from an aqueous solution.
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NUK, OILJ, SAZU, UKNU, UL, UM, UPUK
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•Dual-electronic adsorbent (amino acids-intercalated LDHs) was prepared through coprecipitation.•Phenylalanine-LDH exhibited excellent sorption capacity than Tyrosine-LDH and ...Serine-LDH.•Preference ranking of metal ions on intercalated LDHs (mmol/g) was Cu2+>Pb2+>MnO4−>Ni2+>Cd2+.•Maximum adsorption capacity of Pb, Cu, Cd, Ni, MnO4− onto intercalated LDHs was 852, 459, 221, 139, 345mg/g, respectively.•Primary adsorption mechanism of cationic and oxyanionic metal ions onto intercalated LDHs was electrostatic attraction.
Mg/Al layered double hydroxides (Mg/Al-LDHs) directly intercalated with different amino acids (phenylalanine, tyrosine, and serine) were synthesized through a co-precipitation method, yielding Phenylalanine-LDH, Tyrosine-LDH, and Serine-LDH, respectively. The obtained LDHs were characterized with X-ray diffraction, Fourier transform infrared spectroscopy, X-ray photoelectron spectroscopy, and scanning electron microscopy. The results indicated that the tested amino acids were intercalated into the interlayer region of Mg/Al-LDH asa horizontal orientation and monolayer arrangement. The abundant presence of anions (CO32− and NO3−) in the interlayer region of LDHs plays an important role in the removal process of toxic metal ions. The adsorption results demonstrated that Phenylalanine-LDH exhibited the excellent maximum adsorption capacity (Qomax) to cations, with the sorption capacity sequence: Cu2+ (7.223mmol/g)>Pb2+ (4.112mmol/g)>Ni2+ (2.368mmol/g)>Cd2+ (1.966mmol/g), while the highest Qomax (2.901mmol/g) was obtained by Tyrosine-LDH for oxyanion adsorption. The Qomax values of pristine Mg/Al-LDH followed the order: Ni2+ (1.366mmol/g)>Cu2+ (1.248mmol/g)>Cd2+ (0.961mmol/g)>Pb2+ (0.627mmol/g)>MnO4− (0.509mmol/g). Electrostatic attraction was found to be the principal mechanism that controls the adsorption of potentially toxic metals. This study proved that amino acids-intercalated LDHs are promising dual-electronic adsorbents for the simultaneousremoval of cationic and oxyanionic metal ions from water media.
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GEOZS, IJS, IMTLJ, KILJ, KISLJ, NLZOH, NUK, OILJ, PNG, SAZU, SBCE, SBJE, UL, UM, UPCLJ, UPUK, ZRSKP
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