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.

Due to fierce competition, many domestic fashion businesses are suffering difficulty in securing and maintaining customers. Accordingly, fashion companies are devoting all their energy to secure customers by using high quality and diverse strategies for distribution and promotion, and to secure loyalty by satisfying customers with the offer of excellent service. Thus, it is very important to provide systematic service recovery strategy available for handling service failure effectively. Therefore, the purpose of this study is comprehensively analyzing influences of expectation dis-confirmation and perceived justice for service recovery upon consumers' satisfaction and loyalty. The findings are as follows. First, as for the service failure that customers experienced, the more consumers who expect it to be recovered led to the higher formation of expectation-compensation dis-confirmation. Second, it was indicated that the higher seriousness in service failure that customers experienced led to the lower satisfaction and loyalty to service recovery. Third, as a result of examining influence of expectation-compensation dis-confirmation for servicefailure recovery upon consumer satisfaction and loyalty, the customers who showed more positive dis-confirmation to expectation-compensation were indicated to form the more satisfaction and loyalty. Fourth, as a result of examining the influence of the perceived justice in the process of service-failure recovery upon customer satisfaction, all in 3 dimensions of justice had effect on customer satisfaction.

우리나라는 국토환경의 제한과 매년 증가되는 폐기물로 인한 대책으로 미처리폐기물의 매립제로화를 추진하고 있다. 특히 자원순환촉진법 제정을 통해 2035년까지 이용 가능한 폐기물의 직매립을 금지하여 매립비율을 1 % 이하로 목표하였다. 2015 국내 전체 폐기물의 매립처리량은 38,308 톤/일이며 이중 사업장배출시설계폐기물의 매립처리량은 23,577 톤/일로 약 62 %를 차지하고 있다. 사업장배출시설계폐기물인 유기성, 무기성오니류의 매립처리량은 8,926 톤/일로 매립제로화를 달성하기 위하여 재활용과 감량화가 필요하다. 본 연구에서는 유･무기성오니류를 배출사업장 업종별로 구분하여 에너지회수로서 재활용 활성화 방안 등과 같은 간접적인 측면과 열적감량을 통한 감량과 같은 직접적인 측면을 통한 매립억제 가능량에 대해 고찰하였다. 유기성오니류의 경우 수분 전처리를 통한 감량화 및 에너지회수로 매립비율 감소효과가 오니류 매립처리량의 40 %의 감소가 예상되며, 무기성오니류에 대하여 추가적으로 직접적인 반입기준을 강열감량 5 ~ 10 % 적용을 한다면 오니류 매립처리량의 73 % 매립처리량 감소가 가능할 것으로 추산된다.

The paper industry requires continuous automation of processes ranging from injection of raw materials to initial paper processes and final processing. Thus, it is a capital- and equipment-intensive industry that requires large investments in facilities and consumes significant amounts of energy for production. Since the concept of a 'Waste Minimization and Sustainable Resource Circulation Society' is key waste management policy, the effective use of waste has been emphasized. To this end, there is significant research on energy conversion in waste incineration plants. Domestically, there is a desire to review and improve sustainable technology development systems in order to maximize thermal energy recovery in waste incineration plants. Therefore, this study compared the energy recovery rate calculation methods currently used in eight paper industry incineration plants. The lower heating value and energy recovery & use rate calculation methods were applied in accordance with the “waste resource energy recovery & use calculation method” located in Paragraph 2 of Article 3 in the Enforcement Decree of the “Wastes Control Act” of 2015. Calculations made using the current method (on the basis of output) showed an average energy recovery rate of 78.6% (75.5 ~ 82.8%), whereas the waste resource energy recovery & use rate calculation method (based on volume used) produced an energy recovery rate of 53.3% (42.5 ~ 74.8%).

In this study, a lower heating value for automobile shredder residue incineration facilities (12 facilities) was calculated using a heat balance method, and a recoverable energy potential was calculated after calculating the effective energy output and the effective energy use according to automobile shredder residue incineration. An analysis of the calculation results showed that the effective output and the effective use had average values of 64.5% (49.8-80.2%) and 31.3% (7.1-57.5%) in an ASR incineration plant, respectively. The calculated ratio of effective use to effective output was an average value of 33.2% (3.0-57.8%). Therefore, in order to improve the efficiency of effective energy used, it is necessary to make more effort to devise various measures.

The purpose of this study is to investigate the regional waste discharge and characteristics in Incheon Metropolitan City, and to evaluate the potential energy recovery for combustible wastes being discharged from Incheon province as well as currently being landfilled in the Sudokwon Landfill Site. Approximately, 2,466 ton and 0.879 kg/(capita·day) were estimated for annual average discharge of domestic wastes and daily domestic waste discharge rate per person in Incheon during the period from 2007 to 2013. The least squares methodology indicates those values to decrease to 1,120 ton and 0.347 kg/(capita·day), respectively in year 2021. The assessment of potential energy recovery for the landfilled household solid wastes indicated that total energy of 1.00 × 107 GJ and 212 billion Won of electric charges could be recovered and saved each year. For the construction wastes, recoverable annual energy and electric charges were 1.04 × 107 GJ and 269 billion Won, respectively.

The recovery potential of rare earth elements (REE) in coal ash was evaluated in this study. The previous researches were reviewed, and the physicochemical analysis of coal ash collected from a thermal power plant in Korea was conducted. According to the results of particle-size distribution, fly ash could be classificed as a fine-grained soil by unified soil classification system, and showed a uniform particle size distribution. The particle size of bottom ash was a coarse grained soil and the particle-size distribution was well graded compared to that of fly ash. However, there was no significant difference in the physicochemical composition between both the ashs and particle-size. Although REE was not found in the coal ash specimens used in this study, various valuable metallic compounds were observed. The silicate compounds showed the highest contents being 50% (by wt.), followed by 20 and 10% in aluminum oxide and iron hydroxide. There were also the trace elements in oxide forms (e. g., Ca, Mg, K). Unlike previous researches there are no REE detected in the coal ash specimens used in this study. The composition of ash depends on the coal used in the power plant and the detection limits of analytic instruments may be critical.