The aim of this article is to explore the relationship between the type of service failure, age and the customer ’ s negative emotions after a service failure; as well as the relationship between these emotions, the recovery strategies executed and service recovery satisfaction. The proposed model is tested on a sample of fi nancial services customers who suffered some type of failure. The resu...

Having good customer satisfaction by providing excellent quality services are important in running a successful hospitality business. Every establishment needs to deliver service and products, which critical, factors for the success of any Also, Managers need understand how encourage their staff implement measures assure guarantee retain relationships implicate re-visit positive word mouth. Thi...

Unreliable failure detectors are recognized as important building blocks for implementing fault-tolerant distributed systems. Further, there has been a lot of discussion on how to provide them with sophisticated features that allow for adaptation, flexible use, scalability and quality of service enforcement. Despite that, we are not aware of any real distributed system that uses a sophisticated...

Failure mode and effects analysis (FMEA) is a method based on teamwork to identify potential failures and problems in a system, design, process and service in order to remove them. The important part of this method is determining the risk priorities of failure modes using the risk priority number (RPN). However, this traditional RPN method has several shortcomings. Therefore, in this paper we p...

Service providers offer access to resources and services in distributed environments such as Grids and Clouds through formal Service level Agreements (SLA), and need well-balanced infrastructures so that they can maximise the Quality of Service (QoS) they offer and minimise the number of SLA violations. We propose a mathematical model to predict the risk of failure of resources in such environm...

It is widely recognized that distributed systems would greatly benefit from the availability of a generic failure detection service. There are however several issues that must be addressed before such a service can actually be implemented. In this paper, we highlight the main issues related to ensuring failure detection in large-scale systems, and overview the main solutions proposed in the lit...