Service is a special product. It is intangible and unstored, so service er-rors are not avoided. Once service errors appear, the first line staffs who keep di-rect touch with customers wil play an important role in se...Service is a special product. It is intangible and unstored, so service er-rors are not avoided. Once service errors appear, the first line staffs who keep di-rect touch with customers wil play an important role in service recovery. The staffs＇ negative emotions during the recovery service should be recovered by internal ser-vice recovery. In this paper, critical incident technique is applied to analyse the re-covery strategies expected by the first line staff and the internal service recovery strategies such as inspiring, authorization, training and psychology service are put forward. the strategy most expected by the staff is reward.展开更多
In this study, we perform a series of numerical calculations on two vessels in the time domain. One vessel maintains its position using an internal turret and catenary mooring lines, while the other is moored to the f...In this study, we perform a series of numerical calculations on two vessels in the time domain. One vessel maintains its position using an internal turret and catenary mooring lines, while the other is moored to the former vessel via an STS （ship-to-ship） mooring system. We obtain hydrodynamic forces using the HOBEM （higher-order boundary element method）. Then, we determine their coefficients using the convolution function method in the time domain. We model the catenary mooring lines using the finite element method, and the STS mooring lines are treated as linear SPs （springs） with constraints. To optimize the STS system, we conduct parametric studies on STS mooring systems. Finally, we compare the motion and structural responses of the initial and modified configurations.展开更多
基金Supported by the Fundamental Research Funds for the Central Universities
文摘Service is a special product. It is intangible and unstored, so service er-rors are not avoided. Once service errors appear, the first line staffs who keep di-rect touch with customers wil play an important role in service recovery. The staffs＇ negative emotions during the recovery service should be recovered by internal ser-vice recovery. In this paper, critical incident technique is applied to analyse the re-covery strategies expected by the first line staff and the internal service recovery strategies such as inspiring, authorization, training and psychology service are put forward. the strategy most expected by the staff is reward.
文摘In this study, we perform a series of numerical calculations on two vessels in the time domain. One vessel maintains its position using an internal turret and catenary mooring lines, while the other is moored to the former vessel via an STS （ship-to-ship） mooring system. We obtain hydrodynamic forces using the HOBEM （higher-order boundary element method）. Then, we determine their coefficients using the convolution function method in the time domain. We model the catenary mooring lines using the finite element method, and the STS mooring lines are treated as linear SPs （springs） with constraints. To optimize the STS system, we conduct parametric studies on STS mooring systems. Finally, we compare the motion and structural responses of the initial and modified configurations.
