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PurposeUser-generated content (UGC) and service failure have attracted considerable marketing inquiry over the last two decades. Previous studies primarily focused on the outcome of service failure and the impact of UGC on perceived failure severity. This article departs from previous studies as it examines the moderating role of UGC on the relationship between service failure recovery (SFR) and customer–brand relationship.Design/methodology/approachBuilding on commitment-trust theory and from a phenomenological hermeneutical perspective, this article explores this phenomenon through the interpretation of 60 in-depth interviews with millennials from three European countries: Italy, France and the UK. An analysis of the data was conducted using a qualitative approach to understand the main constructs and relationships derived from the data.FindingsThis study conceptualises four distinct moderating characteristics of UGC in the SFR process: satisfaction with experience and brand, dissatisfaction with experience and brand, satisfaction with brand and dissatisfaction with brand. The insights from the responsiveness, empathetic response, counterfactual thinking and brand salience (RECB) framework contribute to research on UGC and shed light on the relationship between SFR and consumer–brand relationships in the fashion industry.Originality/valueOverall, this study demonstrates that customer interactions with UGC significantly affect their responses to, and relationships with, a brand. The proposed framework opens up interesting avenues for future research on the moderating role of UGC on the relationship between SFR and customer–brand relationships.

Purpose In this paper, the authors underpin thematic analysis with a philosophical and methodological dimension and present a nuanced perspective on the application of thematic analysis in a data-driven context. Thematic analysis is a widely used qualitative analytic method; it is perceived as a transparent approach that offers single meaning. However, through Husserlian descriptive phenomenology, this paper aims to examine issues regarding subject/object and multidimensional meanings and realities. Design/methodology/approach In most extant studies, thematic analysis has become a prescriptive approach. This emerging qualitative approach has been applied to a range of studies on social and organisational issues, knowledge management and education. However, despite its wide usage, researchers are divided as to its effectiveness. Many choose quantitative approaches as an alternative, and some disagree as to what counts as the definitive framework and process for thematic analysis. Consequently, the authors provide a level of validity for thematic analysis through emphasising a specific methodological approach based on ontological and epistemological positions. Findings Contrary to the common mantra from contemporary qualitative researchers who claim thematic analysis is often based on a static and enduring approach, the current paper highlights the dynamic nature of a thematic analytic approach and offers a deeper understanding of the ways in which researchers can use the right approach to understand the emerging complex data context. Originality/value Several insights regarding the literature on thematic analysis were identified, including the current conceptualisation of thematic analysis as a dynamic approach. Understanding thematic analysis through phenomenology provides a basis on which to undertake a whole range of inclusive approaches that were previously undifferentiated from a quantitative perspective.

While the debate on online service failure and recovery strategies has been given considerable attention in the marketing and information systems literature, the evolving Covid‐19 pandemic has brought about new challenges both theoretically and empirically in the consumption landscape. To fully understand customers' responses to service failure during a crisis we asked 70 millennials from three European Countries—Italy, France, and the UK—to describe their responses to service failure during the Covid‐19 pandemic (30 completed a 4‐week diary and 40 completed a 4‐week qualitative survey). Drawing on phenomenological, constructivist, and hermeneutical approaches, and utilizing an actor–network theory perspective, the current study proposes a new framework for understanding customers' responses to online service failure and recovery strategies during the Covid‐19 pandemic. Conclusions highlight implications for theory, policy, and management practice through extending comprehensions of service failure recovery processes by examining how marketing policies generate different social impacts during a crisis situation which facilitate the achievement of customer satisfaction and positive outcomes.

Online brand communities are gaining traction in the development of marketing strategy, but it is unclear how the dominant group of users, the millennials, is being targeted with the prevailing and varying customer loyalty programmes. Grounded in understanding that loyalty is seen and understood differently by people who participate in online brand communities, this study is based on a constructivist perspective combined with hermeneutic methodology and embedded case study research strategy to examine how online brand communities activate multi-dimensional customer loyalty intentions. Empirical data were generated through 45 in-depth interviews of millennials. The analysis proposes a framework that categorises customer loyalty into: ambassador loyalists, public-voting loyalists, loveless loyalists and mercenary loyalists. Each stream contains one additional sub-category mediated by consumer levels of participation in online brand communities. This paper contributes to existing literature. Unlike extant studies, it specifically argues that customers’ loyalty intentions in online brand communities depends on the individuals and context, and it categorises loyalty into different levels. Practical steps by which companies may utilise these categories and theoretical implications for wider consideration are proposed.

Online communities have evolved to allow larger numbers of individuals to interact with other users to form a collective virtual environment influenced by members within the community. Existing studies on online brand communities (OBCs) tied millennials’ participation and interactions to a unidimensional view. Specifically, OBCs scholars generally aggregate individual millennials’ participation and commitment, ignoring the variance among the demographic cohort. Our exploration challenges not only the existing ensemble interpretation within studies of OBC, but also the characterisation of millennials’ burgeoning participation in OBCs. Unlike other competing epistemologies, the authors developed a conceptual framework that links a holistic set of OBCs’ characteristics (brand sentiment, identification with source, affirmative experience, conspicuous effect) to consumers’ perceptions in the fashion sector. Drawing on social influence theory along with a constructivist perspective, we conducted fine-grained in-depth interviews to explore millennials’ participation in online communities and brand perceptions in the fashion industry. The main findings reveal four categories of customer engagement in OBCs (bias situators, sugar-coaters, rationalisers, judgmentalists). These key categories are explored to create a framework for future research in this area, and further contribute to the field of online brand engagement, particularly in the fashion industry.

Nontarget data acquisition for target analysis (nDATA) workflows using liquid chromatography-high-resolution accurate mass (LC-HRAM) spectrometry, spectral screening software, and a compound database have generated interest because of their potential for screening of pesticides in foods. However, these procedures and particularly the instrument processing software need to be thoroughly evaluated before implementation in routine analysis. In this work, 25 laboratories participated in a collaborative study to evaluate an nDATA workflow on high moisture produce (apple, banana, broccoli, carrot, grape, lettuce, orange, potato, strawberry, and tomato). Samples were extracted in each laboratory by quick, easy, cheap, effective, rugged, and safe (QuEChERS), and data were acquired by ultrahigh-performance liquid chromatography (UHPLC) coupled to a high-resolution quadrupole Orbitrap (QOrbitrap) or quadrupole time-of-flight (QTOF) mass spectrometer operating in full-scan mass spectrometry (MS) data-independent tandem mass spectrometry (LC-FS MS/DIA MS/MS) acquisition mode. The nDATA workflow was evaluated using a restricted compound database with 51 pesticides and vendor processing software. Pesticide identifications were determined by retention time (tR, ±0.5 min relative to the reference retention times used in the compound database) and mass errors (δM) of the precursor (RTP, δM ≤ ±5 ppm) and product ions (RTPI, δM ≤ ±10 ppm). The elution profiles of all 51 pesticides were within ±0.5 min among 24 of the participating laboratories. Successful screening was determined by false positive and false negative rates of

Despite the proliferation of studies on the emerging computer-mediated marketing environments, particularly on the burgeoning role of online brand communities (OBCs) in the luxury fashion industry, there is a paucity of knowledge of the ways in which the level of customer participation in OBCs affects customer loyalty. While previous research on OBCs mainly examined the role of customer satisfaction and retention, it has neglected the role and level of customer participation in complex OBCs, particularly in the luxury fashion industry. By drawing on existing studies, this chapter presents a customers’ participation filter model for OBCs’ participation. The proposed model opens up interesting avenues for future research on the level of customer participation in OBCs and suggests practical lessons for the development of marketing strategies.

Online brand communities (OBCs) are gaining traction in the development of marketing strategy within the fashion industry, but it is unclear how the dominant group of users, the millennials, is responding to the prevailing and varying customer loyalty programmes. Traditionally, customers’ loyalty is measured by the volume of purchases. However, loyalty is not just based on the perceived materialistic and monetary gains a customer obtains. Loyalty also involves the strong feeling of support or allegiance that moves a customer to remain faithful with a brand despite the occurrence of a negative backlash on social media. However, customers do not have the same level of loyalty for a brand. Some even have more loyalty towards the OBC than to the brand itself. Based on the understanding that loyalty differs among groups of people within the same OBC, this chapter contributes to existing literature and provides a conceptual insight into how OBCs activate customers’ multidimensional loyalty intentions towards fashion brands. Based on customers’ experience within OBCs from the fashion industry, this chapter identifies different levels of loyalty towards fashion brands which can indicate millennial customers’ loyalty intentions. From this we can identify the diverse attitudes and actions that separate millennial customers into sub-groups based on their loyalty intentions.

Existing studies on social enterprises offer conflicting and contrasting perspectives on the impact of social enterprises on developing countries. Although several studies focused on social enterprises in developing countries, an empirical study that examines how social enterprises develop marketing strategies in an increasingly interconnected digital marketing environment is lacking. The current study empirically investigated the effects of consumer perceptions on social enterprises&rsquo, marketing strategies in a developing country and, in particular, the perceptions of, and barriers to, social enterprises in Bangladesh. Drawing on the technology&ndash, organisation&ndash, environment framework and a social constructionist perspective, 22 in-depth interviews were conducted with individuals from social enterprises. The emergent data were analysed using thematic analysis. The current study proposed an enabler and impediment social enterprise conceptual framework. The present study suggests that social enterprise engenders self-reliance and community empowerment, however, technological imbalance and infrastructures are the key impediments to adoption of effective social enterprise. Our analysis contributes to the theory of social enterprises&rsquo, marketing strategies and barriers, and suggests practical lessons in managing social enterprises and the development of marketing strategies

Purpose The purpose of this study was to review quality benchmarks from hearing screening programs conducted at local Head Start centers and preschool and elementary schools associated with our university training programs. Method Hearing screening results from 6,043 children were reviewed. Hearing screening was accomplished using either distortion product otoacoustic emissions (DPOAEs) at Head Start centers, pure-tone audiometry at preschool and elementary schools, and tympanometry at all settings. All children who did not pass the initial screening were screened a second time. Referrals were made if a child did not pass the automated DPOAE pass criteria for one ear, failed at least one pure-tone frequency for one ear, or had abnormal tympanometry in one ear. Results Refer rates were 10.9% for DPOAEs and 11.4% for pure-tone audiometry and tympanometry, with an overall refer rate of 11%. Conclusions Our hearing screening program review yielded refer rates that are similar to other published reports for this population. Presently, there are no published target refer rates for hearing screening programs in preschool and elementary schools. Although we were not able to complete other program quality benchmark indicators including sensitivity and specificity, these data may support benchmarks for other hearing screening programs.

Background Nausea is one of the most commonly reported side effects in patients receiving chemotherapy. Patients who experience nausea during chemotherapy may also experience depression, metabolic imbalances, dehydration, decreased ability to function, and treatment delays, which can ultimately affect outcomes. Objectives This study aimed to determine the efficacy of a cool damp washcloth with peppermint essential oil versus a cool damp washcloth alone on the self-reported intensity of nausea in patients receiving chemotherapy in the outpatient ambulatory setting. Methods 79 adult patients receiving chemotherapy were recruited from an outpatient ambulatory infusion center in the southeastern United States. Patients were separated into two groups (no scent and peppermint) and asked to rate the intensity of their chemotherapy-induced nausea at pre- and postintervention using the Baxter Retching Faces pictorial scale. Findings The results demonstrated that the use of peppermint oil was effective in decreasing the intensity of nausea experienced by patients compared to a cool washcloth alone.

Aortic injury following blunt trauma can be potentially devastating, particularly when it occurs in multiply injured patients. This injury normally occurs just distal to the left subclavian artery. Recently, stent grafting has become a mainstay in therapy. Although technical challenges certainly exist in stent grafting aortic injuries in this location, the ability to avoid all complications associated with traditional open repair make stent grafting extremely attractive. We present a case on a 41-year-old man who sustained an aortic injury just proximal to the celiac axis. We used stent grafting to treat this injury with a very favorable result.

An orbital sialocele developed in a dog following enucleation for protracted glaucoma. This eye had historically been treated for keratoconjunctivitis sicca by parotid duct transposition approximately 5 years previously, and the duct was ligated distally at the time of enucleation. One month following enucleation, the dog presented with a fluctuant conical-shaped swelling ventrolateral to the orbital socket. Surgical exploration revealed a dilated, fibrotic distal portion of the previously transposed parotid duct, and saliva, within the enucleated orbit. The distal portion of the duct and saliva-containing tissues from within the orbit were excised. The remaining proximal normal portion of the parotid duct was re-routed into the oral cavity. Clinicopathologic and histologic examination of the excised orbital contents and dilated portion of duct revealed a sterile sample of saliva and moderate chronic periductal fibrosis. At a 6-month re-evaluation there was no evidence of recurrence of the sialocele, and the parotid duct was functional.

Objective—To determine effects of topical antimicrobial and antimicrobial-corticosteroid preparations on the ocular flora of horses. Animals—40 horses. Procedure—One eye was treated 3 times daily for 2 weeks with one of the following ointments: 1) neomycinbacitracin- polymyxin B, 2) 0.6% prednisolone-0.3% gentamicin, 3) neomycin-polymyxin B-0.05% dexamethasone, or 4) treated (artificial tears) control. Contralateral eyes of treated control eyes served as untreated control eyes. Corneal and conjunctival specimens for bacterial and fungal cultures were collected prior to initiation of treatment, after 1 and 2 weeks of treatment, and 2 weeks after concluding treatment. Changes in culture growth quantity scores of bacterial and fungal species were analyzed. Results—The most common species before treatment were the following: gram-positive bacteria included Streptomyces spp (66%) , Staphylococcus spp (46%) , Bacillus spp (32%) , and Streptococcus spp (32%); gramnegative bacteria included Moraxella spp (28%) , Escherichia coli (24%) , Acinetobacter spp (18%), and Enterobacter spp (14%); and fungi included Aspergillus nidulans (56%) , Cladosporium spp (32%), and Aspergillus fumigatus (22%). In all groups, the percentage of positive bacterial culture results, growth quantity score of gram-positive bacteria, and number of bacterial species isolated decreased at week 1 and increased at week 2, whereas growth quantity score of gram-negative bacteria decreased throughout treatment. Differences were not significant among groups. Fungal growth quantity score decreased during treatment in all groups. Repopulation of bacterial and fungal species occurred. Conclusions and Clinical Relevance—All interventions decreased the number of microorganisms. Repopulation of normal flora occurred during and after treatment. (Am J Vet Res 2005;66:800–811)

A 2-year-old, castrated male, mixed-breed dog presented with a 1-month history of red eyes and intermittent vomiting and a 2-week history of polyuria and polydipsia. Bilateral anterior uveitis and active chorioretinitis in the left eye were found on ophthalmic examination. Complete blood counts demonstrated evidence of an increased red blood cell mass. Thoracic and abdominal radiographs, abdominal ultrasonography, and Doppler echocardiography were unremarkable. Serum erythropoietin level was low-normal, consistent with a diagnosis of polycythemia vera. Resolution of all systemic and ocular signs occurred, and remission was achieved following phlebotomy and treatment with oral hydroxyurea.

Objective To determine the most appropriate anatomical location for diode laser probe placement to accurately photoablate the equine ciliary body using a contact, transscleral approach. Design Original research. Procedures Forty-two freshly enucleated adult equine eyes were evaluated. The horizontal, medial vertical, central vertical, and lateral vertical lengths of the cornea were measured from limbus to limbus. Needles were inserted perpendicular to the sclera at specific distances posterior to the external limbus at the 1, 2, 4, 5, 6, 7, 8, 10, 11 and 12 o’clock positions. The per cent frequency that needles penetrated internal anatomical regions (lens, lens zonules, pars plicata, anterior, middle, and posterior pars plana, ora ciliaris retinae, or retina), when inserted at 2, 4, 6, and 8 mm posterior to the limbus, were calculated for all eyes combined, for right vs. left, for males vs. females, and for three age groups. The internal distance from the limbus to the anterior pars plana, and from the anterior pars plana to the ora ciliaris retinae were also measured in six of the horses (12 eyes). Mean distances and standard deviations were computed for all parameters. Results Average corneal sizes and standard deviations were: 30.24 mm ± 1.53 (horizontal); 24.69 mm ± 1.52 (central vertical); 22.79 mm ± 1.49 (medial vertical); and 19.79 mm ± 1.55 (lateral vertical). Internal distances of the pars plicatas ranged from 5.33 mm ± 0.49 to 10.67 mm ± 1.15. Internal distances of the pars planas ranged from 0.33 mm ± 0.49 to 3.17 mm ± 0.39. High probabilities of penetrating the pars plicata correspond to positions 4 mm posterior to the external limbus dorsotemporal 10, 11 o’clock (OD), and 1, 2 o’clock (OS), dorsonasal 1 o’clock (OD) and 11 o’clock (OS), and ventrotemporal 5–7 o’clock (OU). Low probabilities of penetrating the pars plicata correspond to positions ventronasal 4 o’clock (OD), 8 o’clock (OS) and dorsonasal 2 o’clock (OD), 10 o’clock (OS) at 4 and 6 mm posterior to the external limbus as well as ventrotemporal 4 o’clock (OS), 8 o’clock (OD) at 6 mm posterior to the external limbus. Conclusions Transscleral cyclophotocoagulation may be a viable alternative to medical therapy for control of intraocular pressure in horses with glaucoma. Overall, the most accurate anatomical position on the sclera for cyclophotocoagulation of the equine eye is 4–6 mm posterior to the limbus, avoiding the nasal quadrants. Accurate transscleral cyclophotocoagulation should optimize the therapeutic outcome and minimize potential side-effects such as retinal detachment and cataract formation.

Ophthalmic manifestations of FeLV or FIV infection can occur in all ocular tissues and may be manifestations of direct viral effects or secondary to viral-related malignant transformation. Additionally, the manifestations of common feline ophthalmic pathogens may be more severe and poorly responsive to therapy because of the immunosuppressive effects of FeLV or FIV infection. Prompt diagnosis of underlying viral infection in cats with ophthalmic disease is paramount for accurate diagnosis and prognosis and is required for appropriate therapeutic decision making.

The ophthalmic effects of viral infection are varied. With the added possibility for pathologic effects of attenuated vaccine viruses, the diagnosis of viral diseases can be a challenge. In many cases, ocular manifestations can provide added support to a presumptive diagnosis of viral disease, thereby underscoring the benefit of thorough ophthalmic examination of any animal with nonspecific signs of illness.

Systemic hypertension is commonly associated with chronic renal failure in dogs and cats. Consequences of systemic hypertension are manifested by pathologic changes involving the eyes, heart, central nervous system, and/or kidneys. These changes may be prevented or reversed by diagnosing and treating systemic hypertension. Therefore, blood pressure determination and ophthalmic examination should be performed routinely in animals with chronic renal failure. Therapy for systemic hypertension associated with chronic renal failure should be initiated cautiously with the goal being to lower arterial pressure below values considered to be hypertensive. Therapy may involve nonpharmacologic strategies and/or hypertensive drugs. This article discusses pathophysiologic mechanisms, consequences, diagnosis, and treatment of systemic hypertension associated with chronic renal failure in dogs and cats.

Daily multidisciplinary discharge rounds have been shown to decrease length of stay (LOS), increase patient volumes, and virtually eliminates "bypass" (inability to accept admissions). Originally, these were attended by senior house staff from each trauma team. Implementation of the 80-hour workweek precluded house staff participation, raising concerns that these rounds would loss their benefits. Certified nurse practitioners (CRNPs) were added to the trauma teams to assist in patient care and represent the team on discharge rounds, replacing the fellows. We hypothesized that this would offset any potential negative effects.A senior trauma physician leads discharge rounds, focusing on each patient's plan of care. Rounds cover 90 inpatient beds and last approximately 60 minutes. CRNPs from each trauma team, orthopedics, and neurosurgery as well as the teams' discharge planner, hospital bed manager, unit nursing staff, and physical, occupational, and speech therapists participate in discharge rounds.The results are stratified by time period: June 1998 to May 1999 is before discharge rounds, June 1999 to May 2001 is during the house staff period, and June 2001 to May 2004 is when CRNPs replaced fellows and residents. During the 5-year period, 1999 to 2004, daily discharge rounds maintained their efficacy. We have increased admissions, whereas LOS has remained the same. Admissions of greater than 24 hours have increased, whereas average injury severity score has statistically remained the same. Bypass has virtually been eliminated.Adding CRNPs to discharge rounds has allowed us to have the continued benefits of decreased LOS and increased patient volume. Bypass remains rare. CRNPs can effectively replace some house staff functions.

Glaucoma remains a leading cause of blindness in human and veterinary ophthalmology. The recent literature favors the term the glaucomas, referring to a set of diseases with a common end point of progressive retinal ganglion cell (RGC) and optic nerve degeneration associated with elevations in intraocular pressure (IOP), although the details as to how these events are linked and the chronology of their interrelation remain somewhat enigmatic. Pathologic elevation of IOP results from an obstruction to aqueous flow or outflow anywhere along its course from the posterior chamber through the pupil into the ciliary cleft, across the trabecular meshwork, and into the scleral venous plexus [1]. Although advances in cycloablative surgery and aqueous outflow enhancement procedures have improved our ability to manage glaucoma in animals, medical therapy continues to be an important component of glaucoma treatment. Most medications used in the management of glaucoma are targeted at decreasing IOP. These drugs may be categorized by their basic mechanism of action into drugs that reduce the production of aqueous humor, those that increase aqueous humor outflow without reducing production, and those that induce alteration of both physiologic pathways on ocular fluid dynamics [2]. Although veterinarians can benefit from the variety of pharmacologic choices available for the treatment of glaucoma in human beings, it is important to recognize that many species-related differences in ocular anatomy and physiology can limit the usefulness of certain drugs in each of our animal species. Additionally, the individual mechanisms associated with the different forms of glaucoma seen in animals versus people may have an impact on the appropriateness of a given drug in a particular species or even in an individual animal. Extrapolation of topical drug efficacy data from human beings to other species is therefore not recommended. Fortunately, many commercially available products have been evaluated for their hypotensive effect and safety in companion animal species.

Significant advances have recently been achieved in the development of topical glaucoma medications. The primary advantage of a topical preparation is the reduced incidence of adverse systemic effects attributable to a given drug compared to its systemically administered counterpart. However, the strong protective barrier of the eye forces topical ophthalmic preparations to be highly concentrated and in some cases, they have the potential to produce unwanted systemic effects, particularly in smaller animals. Oral carbonic anhydrase inhibitors are commonly associated with adverse effects in both humans and animals. Two recently developed topical carbonic anhydrase inhibitors, dorzolamide and brinzolamide, have shown promise in reducing intraocular pressure in animals and systemic side effects are apparently limited with their use. The topical alpha2-agonist apraclonidine, on the other hand, effectively reduces intraocular pressure in cats and dogs, but in its currently available form is likely to induce unwanted systemic effects. Latanoprost is a topical prostaglandin F2alpha analog that has proven effective in reducing intraocular pressure in dogs and horses, but while systemic side effects have not yet been reported, this topical preparation may exacerbate pre-existing or concurrent ocular inflammatory disease.

Objective—To determine density of corneal endothelial cells, corneal thickness, and corneal diameters in normal eyes of llamas and alpacas. Animals—36 llamas and 20 alpacas. Procedure—Both eyes were examined in each camelid. Noncontact specular microscopy was used to determine density of corneal endothelial cells. Corneal thickness was measured, using ultrasonographic pachymetry. Vertical and horizontal corneal diameters were measured, using Jameson calipers. Results—Values did not differ significantly between the right and left eyes from the same camelid. There was no significant effect of sex on density of corneal endothelial cells or corneal thickness in either species. Mean density of endothelial cells was 2,669 cells/mm2 in llamas and 2,275 cells/mm2 in alpacas. Density of endothelial cells decreased with age in llamas. Polymegathism was observed frequently in both species. Mean corneal thickness was 608 µm for llamas and 595 µm for alpacas. Corneal thickness and density of endothelial cells were negatively correlated in llamas. Older (> 36 months old) llamas had significantly larger horizontal and vertical corneal diameters than younger llamas, and older alpacas had a significantly larger vertical corneal diameter than younger alpacas. Conclusions and Clinical Relevance—Density of corneal endothelial cells is only slightly lower in camelids than other domestic species. Density of endothelial cells decreases with age in llamas. Age or sex does not significantly affect corneal thickness in normal eyes of llamas and alpacas. Specular microscopy is useful for determining density of corneal endothelial cells in normal eyes of camelids. (Am J Vet Res 2002;63:326–329)