Service recovery strategies have been examined for their effectiveness in compensating for the customer’s loss and in restoring customer satisfaction. Current research on service recovery has largely focused on the customer involved. For instance, the most common recovery strategies hotels used for the guest involved are compensatory (e.g., discount), corrective (e.g., correction), and personal response (e.g., apology). Service recovery research suggest that, while corrective responses are viewed by customers as the minimal action, both apology and compensation have been shown to be effective in increasing customer satisfaction (e.g., Goodwin & Ross, 1992). Due to the prevalence of online reviews, our understanding of service failure and recovery must expand beyond the customer involved to include potential customers who are searching online. The difference between the customer involved and the potential customer is that while the focal customer suffered an economic or psychological loss, the potential customer has not. Past studies suggest that this difference may change the attribution tendency of potential customers (e.g., Wan, Chan, & Su, 2011). Consequently, one can expect that potential customers may use different criteria in assessing recovery strategies. For instance, in line with the equity theory which posits that people in general seek fairness in social interactions (Blodgett et al., 1997), potential customers might be more concerned about justice rather than the compensation. From the company’s perspective, in order to recover effectively from a service failure, it must know whether what works for the customer involved would also work for potential customers. The current research provides evidence that potential customers’ reaction to an online review and a hotel reply is contingent on the perceived similarity between this potential customer and the focal guest (i.e., the customer involved in the incident that the review describes), the type of hotel reply (i.e., no reply, apology, and explanation with no apology). Moreover, results suggest that the psychological mechanism that underlies this relationship is not due to negative emotions but a sense of vulnerability.

Although the majority of prior literature has suggested the key reasons for consumer complaining in service failures are to vent negative emotions (e.g. anger, dissatisfaction) and to seek redress (Blodgett, Hill, & Tax 1997; Nyer 1997), some research has also pointed out that customers will give constructive suggestions to firms through complaining (Groth, 2005; Liu & Mattila, 2015). In this regard, consumer complaining can be classified into two types, namely, positive complaint (i.e., with constructive suggestion) and negative complaint (i.e., without constructive suggestion). Understanding what situations would dissatisfied consumers choose to give constructive suggestions in service failures would be of utmost important to firms. We suggest that a firm’s brand image may affect consumers’ intention to choose what types of complaint in service failures. In general, consumers may perceive a brand as having a competence image (e.g., professional and efficient) or having a warmth image (e.g., friendly and approachable) (Kervyn, Fiske and Malone, 2012). Comparatively speaking, a warmth image is associated with friendship and caring, whereas a competence image is associated with expertise. Therefore, it is possible that consumers would have a higher empathy and intention to help a firm with a warmth (vs. competent) image, and be more likely to choose positive complaint when a failure happens to this firm. An experimental study confirmed this prediction. In addition, we found that although a firm’s competence (vs. warmth) image does not affect the likelihood to give constructive suggestions in service failures, it leads to a higher level of return intention. Implications and future research directions will be discussed.

There has been a heated discussion worldwide over tourist deviances that disrupt lives of local residents and cause damage to companies, city authorities, and the natural environment. Previous studies primarily turn to discrepancies in the cultural and educational background between tourists and local residents to explain such phenomena. Nonetheless, the possibility of people inclining to misbehave simply because they are away from home has rarely been investigated. In this study, we seek to examine factors rooted in the nature of tourism that are accountable for such phenomena. According to the definition by UNWTO (1995), one of the key characteristics of tourism is the displacement of usual environment. Tourism, therefore, is inevitably associated with surroundings of unacquainted others residing in the unfamiliar environment. Following the social control paradigm, previous studies have revealed that people are more likely to enforce social control on in-group members than on out-group members (Nugier, Chekroun, Pierre & Niedenthal, 2009). We further propose that psychological closeness between people and surrounding others would have an impact on their expectation to receive others’ social contrail and consequently their intention to engage in the counternormative behavior. Using an experimental study, we found that participants in the travel condition, compared with those in the home condition, feel less close to surrounding others and are more likely to misbehave. Such effect is mediated by the perceived social control. Implications for organization and companies in the tourism sector are drawn to prevent the spread of tourist misbehavior. Limitations and future directions would also be discussed.

In nowadays consumption-based society, products (e.g. food and electronic products) are often thrown away before they are sufficiently used. The aversive consequence of such a lifestyle is becoming more alarming. There is an urgent need for a change in people’s consumption style. How can we make people correct their existing wasteful consumption behaviors and act responsibly? In fact, feelings very often can influence people’s behavior and judgments (Schwarz, 1990), even though the feelings are aroused by irrelevant sources - incidental emotion (Garg, Inman, & Mittal, 2005; Lerner & Keltner, 2000; Schwarz & Clore, 1983). Feelings of guilt and shame are known as moral emotions which are the guidance to ethical behaviors (Tangney, 1991, 2003). Although there is a significant overlapping between these two emotions, they also differ in several important aspects. One critical difference lies in the way the transgressor makes attributions (Niedenthal, Tangney, & Gavanski 1994). A transgressor who attributes the wrongdoing to a specific behavior (i.e. “I’ve done something bad”) is more likely to experience guilt while a transgressor who makes attribution to the global self (i.e. “I’m a terrible person”) is more likely to experience shame (Tracy & Robins, 2004). Given these fundamental differences, we speculate that a guilt-laden consumer is more likely to correct his or her wrongdoing (i.e. wastage) by taking reparative actions to minimize waste but a shame-laden consumer may possibly give up doing so. Findings from an experimental study (N=90) largely support this prediction. Undergraduate students who were made to feel shame were less likely to participate in a recycling campaign organized by the university than the students in the control condition. They reported a lower intention to use recycling facilities provided. On the other hand, participants who were made to feel guilt reported a marginally higher intention to participate in the campaign than the control participants. These preliminary findings suggest that emotional experience derived from other life domains might determine responsible consumption behaviors. Shame, which is commonly regarded as a moral emotion, may not necessarily make people more responsible consumers. The mechanism that underlies this effect may warrant further investigation.

The Korea Astronomy and Space Science Institute plans to develop a coronagraph in collaboration with National Aeronautics and Space Administration (NASA) and to install it on the International Space Station (ISS). The coronagraph is an externally occulted one-stage coronagraph with a field of view from 3 to 15 solar radii. The observation wavelength is approximately 400~nm, where strong Fraunhofer absorption lines from the photosphere experience thermal broadening and Doppler shift through scattering by coronal electrons. Photometric filter observations around this band enable the estimation of 2D electron temperature and electron velocity distribution in the corona. Together with a high time cadence ($<$12~min) of corona images used to determine the geometric and kinematic parameters of coronal mass ejections, the coronagraph will yield the spatial distribution of electron density by measuring the polarized brightness. For the purpose of technical demonstration, we intend to observe the total solar eclipse in August 2017 with the filter system and to perform a stratospheric balloon experiment in 2019 with the engineering model of the coronagraph. The coronagraph is planned to be installed on the ISS in 2021 for addressing a number of questions (e.g., coronal heating and solar wind acceleration) that are both fundamental and practically important in the physics of the solar corona and of the heliosphere.

We estimate the fractal dimension of the ρ Ophiuchus Molecular Cloud Complex, associated with star forming regions. We selected a cube (v, l, b) database, obtained with J = 1−0 transition lines of 12CO and 13CO at a resolution of 22′′ using a multibeam receiver system on the 14-m telescope of the Five College Radio Astronomy Observatory. Using a code developed within IRAF, we identified slice-clouds with two threshold temperatures to estimate the fractal dimension. With threshold temperatures of 2.25 K (3σ) and 3.75 K (5σ), the fractal dimension of the target cloud is estimated to be D = 1.52–1.54, where P / AD/2 , which is larger than previous results. We suggest that the sampling rate (spatial resolution) of observed data must be an important parameter when estimating the fractal dimension, and that narrower or wider dispersion around an arbitrary fit line and the intercepts at NP = 100 should be checked whether they relate to rms noise level or characteristic structure of the target cloud. This issue could be investigated by analysing several high resolution databases with different quality (low or moderate sensitivity).

Polarbear is a ground-based experiment located in the Atacama desert of northern Chile. The experiment is designed to measure the Cosmic Microwave Background B-mode polarization at several arcminute resolution. The CMB B-mode polarization on degree angular scales is a unique signature of primordial gravitational waves from cosmic in ation and B-mode signal on sub-degree scales is induced by the gravitational lensing from large-scale structure. Science observations began in early 2012 with an array of 1,274 polarization sensitive antenna-couple Transition Edge Sensor (TES) bolometers at 150 GHz. We published the first CMB-only measurement of the B-mode polarization on sub-degree scales induced by gravitational lensing in December 2013 followed by the first measurement of the B-mode power spectrum on those scales in March 2014. In this proceedings, we review the physics of CMB B-modes and then describe the Polarbear experiment, observations, and recent results.