Tackling a Post-COVID-19 Cholecystectomy Waiting List: Are We Meeting the Challenge?

Background and Objectives: The COVID-19 pandemic has led to a tremendous backlog in elective surgical activity. Our hospital trust adopted an innovative approach to dealing with elective waiting times for cholecystectomy during the recovery phase from COVID-19. This study aimed to evaluate trends in overall cholecystectomy activity and the effect on waiting times. Materials and Methods: A prospective observational study was undertaken, investigating patients who received a cholecystectomy at a large United Kingdom hospital trust between February 2021 and February 2022. There were multiple phased strategies to tackle a 533-patient waiting list: private sector, multiple sites including emergency operating, mobile theatre, and seven-day working. The correlation of determination (R2) and Kruskal-Wallis analysis were used to evaluate trends in waiting times across the study period. Results: A total of 657 patients underwent a cholecystectomy. The median age was 49 years, 602 (91.6%) patients had an ASA of 1-2, and 494 (75.2%) were female. A total of 30 (4.6%) patients were listed due to gallstone pancreatitis, 380 (57.8%) for symptomatic cholelithiasis, and 228 (34.7%) for calculous cholecystitis. Median waiting times were reduced from 428 days (IQR 373-508) to 49 days (IQR 34-96), R2 = 0.654, p < 0.001. For pancreatitis specifically, waiting times had decreased from a median of 218 days (IQR 139-239) to 28 (IQR 24-40), R2 = 0.613, p < 0.001. Conclusions: This study demonstrates the methodology utilised to safely and effectively tackle the cholecystectomy waiting list locally. The approach utilised here has potential to be adapted to other units or similar operation types in order to reduce elective waiting times.

Service Failure and Recovery in B2B Markets - A Morphological Analysis.

The existing body of research on service failures and recoveries primarily deals with business-to-consumer markets, with relatively limited and scattered research on business-to-business (B2B) markets. The purpose of this paper is to review the existing literature on these failures and recoveries in B2B markets, conceptualize and develop a morphological analysis (MA) framework, and identify research gaps that point to future research possibilities. We present an MA framework based on a literature review of 114 papers on the ABDC/ABS/ Clarivate Analytics list. The MA framework, constructed with eight dimensions and 62 variants, reveals 418 distinct research gaps as an upper bound of opportunities for future research. The paper concludes by discussing the implications for future research.

Indirect effects of the COVID-19 pandemic on diagnosing, monitoring, and prescribing in people with diabetes and strategies for diabetes service recovery internationally.

The COVID-19 pandemic has caused major disruptions in clinical services for people with chronic long-term conditions. In this narrative review, we assess the indirect impacts of the COVID-19 pandemic on diabetes services globally and the resulting adverse effects on rates of diagnosing, monitoring, and prescribing in people with type 2 diabetes. We summarise potential practical approaches that could address these issues and improve clinical services and outcomes for people living with diabetes during the recovery phase of the pandemic.

The impact of core self-evaluations and person-job fit on work-related outcomes.

Introduction: The aim of this study is to explore the mediating effect of emotional exhaustion (EE) between core self-evaluations (CSE), person-job fit (PJ fit) and service recovery performance (SRP). The current research also examines whether organizational dehumanization (OD) moderates the relationship between two antecedents, EE and SRP. Methods: We collected time-lagged and multi-source data from star-rated hotels in three cities in China. In particular, direct supervisors of frontline employees (FLEs) rated their SRP (N = 32 supervisors and their 212 immediate employees). The hypotheses were gauged via PROCESS (version 3.4). Results: The results indicate that CSE and PJ fit alleviate FLEs' EE, which subsequently advances their SRP. OD moderates the direct impact of two antecedents on EE and SRP. Moreover, OD moderates the indirect influence of two antecedents on SRP through EE. Discussion: The hospitality literature currently lacks an in-depth understanding of the underlying mechanism through which CSE and PJ fit affect FLEs' SRP. This study incorporates EE as a mediator of the CSE's and PJ fit's impact on SRP, and to the authors' knowledge, this is the first attempt to evaluate whether OD moderates the direct influence of CSE and PJ fit on SRP and the indirect impact of CSE and PJ fit on the aforementioned outcome via EE.

Frustration and Anger Mitigation After Service Failure: The Effect of Other Consumer's Explanation and Employee's Explanation on Frustration and Anger After the Service Failure.

Purpose: Based on the attribution and appraisal theories of emotion, this study investigates whether a consumer's frustration and anger after a service failure reduces in different ways after hearing explanations from different sources (other customer vs employee vs none) under different blame attribution circumstances (situational vs service provider), and its subsequent influence on complaining intention. Methods: In Study 1, valid data from 239 participants (46.9% female, Mage=35.6 years) were used to test the interaction effect of the explanation source and blame attribution on frustration and anger. In Study 2, using valid answers from 253 students at Korea University (57.9% female, Mage=20.9 years), Study 1 was replicated and, in addition, tested the moderated mediating impact on complaining intention. The overall theoretical model was tested with ANOVA and Hayes process model 8. Results: When blame attribution was situational, the employee's explanation did not mitigate either frustration or anger, whereas the other customer's explanation mitigated frustration but not anger. In contrast, when blame attribution was towards the service provider, the employee's explanation mitigated both frustration and anger, whereas the other customer's explanation mitigated only frustration. In addition, the mitigation of frustration and anger by other customers subsequently led to a decrease in complaining intention, which was stronger and only significant when blame attribution was situational. However, only anger acted as a mediator between the employee's explanation and complaining intention, which did not vary according to blame attribution. Conclusion: The results of the study advance the current knowledge on informational support as a service recovery process by suggesting the crucial role of other consumers in mitigating the target customer's frustration, especially under situational service failure, which successively leads to a decrease in complaining intention, whereas the employee's explanation decreases complaining intention only through the mitigation of anger.

The impact of negative emotions and relationship quality on consumers' repurchase intention: An empirical study based on service recovery in China's online travel agencies.

Service failures of online travel agencies (OTAs) occur frequently, which makes the OTA business operation model face huge risks. However, the current academic circles still pay insufficient attention to OTA service recovery. This study obtained research data through scenario experiment method, and analyzed data through SPSS25.0, HLM6.08 and other statistical software to explore the impact mechanism of consumers' repurchase intention in OTA service recovery. The empirical results of this study are as follows: Consumers' negative emotions weaken their relationship with tourism suppliers and OTAs. If the relationship quality between consumers and tourism suppliers is improved, the relationship quality between consumers and OTAs will also be improved. The relationship quality between consumers and OTAs has a positive impact on consumers' repurchase intention, and consumer forgiveness has a positive moderating effect between them. This study provides a consumer psychology perspective for discussing OTA's service recovery, which is conducive to promoting the healthy development of OTA's business operation model and benefiting consumers.

The impact and restoration of colorectal services during the coronavirus disease 2019 pandemic: A view from Oxford.

Aim: The coronavirus pandemic has significantly disrupted the way we deliver healthcare worldwide. We have been flexible and creative in order to continue providing elective colorectal cancer operations and to restart services for benign cases during the recovery period of the pandemic. In this paper, we describe the impact of coronavirus on our elective services and how we have implemented new patient pathways to allow us to continue providing patient care. Patients and Methods: Data on major colorectal elective resections were prospectively collected in an Enhanced Recovery After Surgery (ERAS) database. Data on the number of proctology cases and telemed appointments were collected from the hospital theatre information management system and electronic patient record system, respectively. Results: During the pandemic, there was a complete shift towards cancer cases, with benign services and proctology cases being placed on hold. Hospital length of stay was reduced. We implemented earlier hospital discharge and more intense telephone follow-up after elective major surgery. This has not resulted in an increase in postoperative complications, nor any increase in readmission to hospital. During the recovery phase, we have introduced a higher proportion of telemed consultations, including one-stop telemed proctology clinics, resulting in straight to tests or investigations. Conclusion: We have created a streamlined multidisciplinary pathway to reinstate our elective colorectal services as soon as possible and to minimise potential harm caused to patients whose treatment have been delayed. We anticipate many of these changes will be permanently incorporated into our clinical practice once the pandemic is over.

The effect of ethical leadership on service recovery performance: A moderated mediation model of organizational virtuousness and trait mindfulness.

In the present study, we first examined the relationship between ethical leadership and frontline employees' (FLEs') service recovery performance (SRP) and then tested the mediating role of organizational virtuousness in the relationship between ethical leadership and SRP in service contexts. Finally, we examined the moderating effect of FLE trait mindfulness on the direct relationship between ethical leadership and organizational virtuousness, as well as the indirect relationship between ethical leadership and SRP, via organizational virtuousness. Three-waved survey data collected from 273 supervisor-employee dyads in different service sector organizations supported our hypothesized relationships. In addition to important theoretical implications, the study carries useful practical implications, particularly for managers who are concerned about improving SRP in the service contexts.

The Influence of Empathy and Consumer Forgiveness on the Service Recovery Effect of Online Shopping.

The service failure of online shopping has always plagued online stores, but the current academic circles still need to explore the service recovery of online shopping from the perspective of empathy and consumer forgiveness. Based on the service failure cases of real online shopping, this article uses the method of situational experiment to carry out empirical research, discusses the impact mechanism of service recovery effect from the perspective of empathy and consumer forgiveness, and tests the moderating role of online store reputation. The results show that in the online shopping service recovery scenario, empathy has a positive impact on consumer forgiveness, consumer forgiveness has a positive impact on consumer repurchase intention, and consumer forgiveness plays a mediating effect between empathy and consumer repurchase intention. Online store reputation plays a moderating role in the relationship between consumer forgiveness and consumer repurchase intention. The research conclusion of this article will help to expand the application of empathy and consumer forgiveness in the research of service recovery, enrich the theory of online shopping service recovery, improve the effect of online shopping service recovery, and promote the healthy development of online shopping business models.

Users taking the blame? How service failure, recovery, and robot design affect user attributions and retention.

Firms use robots to deliver an ever-expanding range of services. However, as service failures are common, service recovery actions are necessary to prevent user churn. This research further suggests that firms need to know how to design service robots that avoid alienating users in case of service failures. Robust evidence across two experiments demonstrates that users attribute successful service outcomes internally, while robot-induced service failures are blamed on the firm (and not the robot), confirming the well-known self-serving bias. While this external attributional shift occurs regardless of the robot design (i.e., it is the same for warm vs. competent robots), the findings imply that service recovery minimizes the undesirable external shift and that this effect is particularly pronounced for warm robots. For practitioners, this implies prioritizing service robots with a warm design for maximizing user retention for either type of service outcome (i.e., success, failure, and failure with recovery). For theory, this work demonstrates that attribution represents a meaningful mechanism to explain the proposed relationships. Supplementary Information: The online version contains supplementary material available at 10.1007/s12525-022-00613-4.

Research on the Influence of Emotional Intelligence and Emotional Labor on the Service Recovery Effect of Online Travel Agency.

At present, online travel agency (OTA) service failure events emerge continually, which makes the OTA service operation mode face new challenges. This study uses the situational experiment method to explore the effects of OTA employees' emotional intelligence and emotional labor (surface behavior and deep behavior) on the effect of service recovery. The results show that the emotional intelligence of OTA employees has a positive impact on the surface behavior and deep behavior; the emotional intelligence and deep behavior of employees have a significant positive impact on service recovery satisfaction, but the positive impact of employees' surface behavior on service recovery satisfaction is not statistically significant; finally, service recovery satisfaction has a positive impact on customer loyalty. This study helps to better explain the mechanism of OTA service recovery effect and provides a theoretical reference for improving the service recovery effect of OTA.

Dimensions of Service Quality in Health-Fitness Clubs in China.

The purpose of this study was to explore the dimensions of service quality in fitness clubs in China and examine their impact on customer satisfaction. In Phase I of the study, we collected qualitative data from online comments related to service quality in 30 Tera Wellness clubs in Shanghai (k = 6252). Conducting content analysis, we synthesized the information and identified preliminary themes and formulated measurement statements. Phase II implemented a series of quantitative research procedures to examine the measurement properties of statements developed in Phase I. Conducting exploratory factor analysis, confirmatory factor analysis, and structural equation modeling analyses based on responses of club members (N = 533), we identified a total of 27 items in six dimensions: service recovery, service assurance, facility function, program operation, instructor quality, and staff performance. These factors significantly (p < 0.05) predicted customer satisfaction with fitness clubs in China. The findings highlight the importance of high-quality service delivery, service recovery, and service assurance and pinpoint specific areas for improvement.

The Impacts of Perceived Risk and Negative Emotions on the Service Recovery Effect for Online Travel Agencies: The Moderating Role of Corporate Reputation.

This study explores the impact mechanism of perceived risk and negative emotions on the service recovery effect of an online travel agency (OTA) through a scenario experiment. The results show that: perceived risk has positive and negative impacts on negative emotions and service recovery satisfaction, negative emotions have a negative impact on service recovery satisfaction, and corporate reputation plays a positive moderating role in the relationship between perceived risk and service recovery satisfaction. This study is helpful to better explain the impact mechanism of the service recovery effect of OTAs, and to provide a theoretical reference for improving the service recovery effect of OTAs.

How Internal Marketing Drives Employees' Internal Relationship Quality of Service Organizations Between Mainland China and Taiwan: The Moderating Roles of Internal Relationship Investment and Leader-Member Exchange.

Recently, issues of human resource management gradually attract a lot of attention from organizational behavior scholars, thus how to effectively improve service employees' job attitude and performance to meet the needs of stakeholders is one of the key issues in internal marketing. Based on the perspective of internal marketing, the study transforms the relevant factors applied to maintaining external customer relations into internal employee-oriented factors, so as to increase the understanding of the relationship between internal service recovery and internal relationship quality (IRQ). This study aims to explore (1) whether internal service recovery enhances IRQ; (2) whether internal relationship investment (IRI) positively moderates relationship between internal service recovery and IRQ; and (3) whether effectiveness of internal service recovery differentiates under different exchange relationship (high/low quality leader-member exchange). In this study, a total of 206 Mainland China and 250 Taiwanese participants were collected. In this study, a variance-based structural equation modeling (PLS-SEM) was performed to test the proposed hypothesizes and conduct comparative analysis. Empirical results in both samples show that internal service recovery has positive and significant effects on IRQ; internal relationship investment and leader-member exchange (LMX) positively and significantly moderate the relationship between internal service recovery and IRQ. Finally, based on the results, this study provides some discussions, suggestions and managerial implications for future studies in organizational management.

The Role of Service Recovery in Post-purchase Consumer Behavior During COVID-19: A Malaysian Perspective.

The purpose of this study is to investigate the incidence of service failure in rendering service process during COVID-19. It further explores the outcomes of service recovery offered to customers in case of service failure. Like other businesses, webstores have also faced the challenges in their efforts to satisfy their customers during COVID-19. Service failure has increased due to unexpected circumstances produced by this pandemic. It has become necessary for the webstores to retain their dissatisfied customers by reconsidering their service strategies. Relevant data for the purpose of this study were collected through questionnaires from 383 respondents by using online channels. The online channels were exclusively employed for maintaining the safety of respondents during COVID-19. Respondents for this study were online shoppers who encountered service failure during COVID-19. The results indicated that the incidence of service failure has increased due to an increase in online shopping during COVID-19. Some customers tend to repurchase from the same webstore. On the other hand, some customers do not want to purchase again from the same seller and decided to switch to the alternative webstore. Based on the findings, new strategy for online shopping service providers was introduced. This strategy will be helpful for the online service providers to increase their profitability by retaining their dissatisfied customers. Service providers can minimize the number of customers switching to other webstores by reducing the events of service failure. Customer's assistive intent can also be helpful for service providers to increase the efficiency of service recovery. Conducting a proper follow-up after providing service recovery can also reduce the switching of customer. It will be helpful for service providers to understand the customers' expectations before recovery process and their feeling after getting service recovery.

The Nexus Between Human Resource Management Practices and Service Recovery Performance in Takaful Insurance Industry in Pakistan: The Mediating Role of Employee Commitment.

Service recovery performance (SRP) is very important for the takaful insurance industry for maintaining and attracting new clients, which in turn serves as a competitive advantage for the survival and continued future of the businesses. If the insurance sector could not maintain SRP, then the competitive advantage of the organizations could be decayed. Therefore, under the theoretical foundation of equity theory and resource-based theory, this research has investigated the link between human resources management practices (HRMP) (such as human capital, training, job description, teamwork, empowerment, and rewards) and SRP directly and indirectly through the employee commitment. By using a convenient sampling technique data was collected from the employees working in the Takaful industry in Pakistan to empirically test the proposed hypotheses and validate the findings. Using cross research design and quantitative research approach. The Structural Equation Modeling (SEM) had presented the positive relationship between HRM practices and SRP. On the other hand, employee commitment had also mediated this relationship. As employee commitment is significantly mediated among most of the HRMP, this aspect is therefore considered to be a big contribution of the study in the context of Pakistan. Based on these findings, the current study has several important implications the practitioners and readers.

Effects of Service Recovery Expectation and Recovery Justice on Customer Citizenship Behavior in the E-Retailing Context.

Customer citizenship behavior in the online shopping environment is vital to the success of e-retailers. However, it is unclear whether and how service recovery expectation and recovery justice predict customer citizenship behavior in e-retailing settings. Grounded on the expectation confirmation theory and social exchange theory, this study examined the influence of service recovery expectation and recovery justice on customer citizenship behavior with a serial mediation of recovery expectation confirmation and post-recovery satisfaction. A total of 774 samples from e-shoppers with most impressive (N = 401) and most recent (N = 373) service recovery experience were collected to test the hypotheses using structural equation modeling and bootstrapping procedures. This study reveals that service recovery expectation has a negative impact on recovery expectation confirmation, while recovery justice positively affects recovery expectation confirmation, which is further positively correlated with post-recovery satisfaction and customer citizenship behavior. Moreover, recovery expectation confirmation and post-recovery satisfaction play a serial mediation in the relationship between service recovery expectation and recovery justice, and customer citizenship behavior. Our study contributes to the growing body of customer citizenship behavior literature by offering an alternative perspective (i.e., service recovery) to understand what encourage or impede customer citizenship behavior, and expands service recovery literature by combining service recovery expectation and recovery justice into a framework and revealing the expectation-confirmation mechanism through which they influence post-recovery satisfaction in online shopping setting.

Impact of Green Human Resource Management on Service Recovery: Mediating Role of Environmental Commitment and Moderation of Transformational Leadership.

Greening of the hotel industry can be achieved through employees' green service recovery performance (GSRP) of employees to determine environment-friendly or unfriendly issues driven by environmental commitment and green human resource management (HRM) practices. This article attempts to resolve the research problem by analyzing the moderating effect of transformational leadership style on green HRM practices with employee environmental commitment (EEC) and GSRP in the hotel industry. The present study recruited 489 front-line employees (FLE) and their 24 direct managers. The research results reveal that environmental commitment of employee mediates the relationship between green HRM practices and GSRP. Moreover, the transformational leadership style moderates the relationship between green HRM practices and employee environmental commitment in the hotel industry. The study has critical insights and implications for hotel managers and theory.

Addressing Service Recovery Practice With Radiation Oncology Frontline Managers: A Project Brief.

The relationship between patient satisfaction, care compliance, and treatment outcomes suggests patients who report dissatisfaction perceive receipt of suboptimal care. Patient satisfaction plays a role in defining quality of care, affecting institutional reimbursement and reputation capital. Using an explanatory sequential mixed methodology approach, this study explored frontline management's role in effective service recovery, actively addressing instances of patient dissatisfaction to improve the overall patient experience. A survey of frontline managers, document and artifact reviews, and probing interviews identify the importance of consistent performance measurement, feedback, and frequent leadership training on the relevance and importance of service recovery.

The Bright Side of Stressed Frontline Employees in Service Recovery: The Combination Causes of Organizational Empowerment and Self-Regulation Processes.

PURPOSE: This study aims to extend the previous research on the structural relationships between organisational empowerment and frontline employees' behaviours by exploring the role of the self-regulating processes and its impact on service recovery performance (SRP). METHODS: This study adopts fuzzy-set qualitative comparative analysis (fsQCA). Following the procedure of applying fsQCA, including data calibration, truth table construction and fsQCA analysis, the 287 dyadic data from the express mail industry was collected and analysed. RESULTS: The findings show that organisational empowerment is a sufficient antecedent for high SRP, especially in cases involving frontline employees with strong service recovery awareness and positive work engagement. Moreover, in the context of organisational empowerment, a reasonable level of emotional exhaustion represents a positive impact on performance in service recovery. CONCLUSION: This study offers some comprehensive insights for practitioners to empower stressed frontline employees and monitor their emotions and behaviours using appropriate approaches.