TurkeyThis study explores the role of three types of customer participation (mental, emotional and physical) on service failure perceptions of customers. Based on 472 scenariobased online surveys, it is established that customer participation in the service (co-production) causes customers to produce softer/milder responses after experiencing a service failure, though there are variations according to the type of participation. In general, customer participation in the service reduces customers' tendency to make complaints to hotel management, writing negative comments on Internet blogs and the intention to leave the hotel.
During the last 5 months of 1999, northwestern Turkey experienced two major earthquakes along the North Anatolian Fault Zone (NAFZ). The first earthquake struck the country at 3:01 A.M. local time on August 17, and caused extensive damage in the towns of Yalova, Gölcük, Izmit, Adapazari, and Düzce (Figure 1). The second earthquake occurred at 6:57 P.M. local time on November 12 and caused damage mostly in Düzce and Kaynasli.
The 7.4‐Mw main shock of the August 17 Izmit earthquake was centered at 40.702°N, 29.987°E and originated at a depth of 17 km. The center was about 11 km southeast of Izmit, a major industrial town (Figure 1). The earthquake was a devastating natural disaster that claimed close to 20,000 lives and left more than 100,000 people homeless.
Clayey soils might lead to swelling, settlement and strength issues when considered as foundation or fill material. The use of additives to stabilize soils has been a major concern in the improvement of engineering characteristics. Upper Pliocene-aged clays cause various geotechnical problems in the residential area of Ankara. The aim of this study is to investigate the effect of lime, gypsum and lime with gypsum mixtures on the swell percent, swell pressure and unconfined compression strength of highly plastic clays in the Batikent region to specify an appropriate mixture ratio for soil stabilization. The optimum water content and maximum dry unit weight of clay were determined using standard compaction tests. Lime, gypsum and lime with gypsum mixtures were re-compacted in order to evaluate their effect on the swell percent, swell pressure and unconfined compression strength over curing time. Swell percent and swell pressure reduce with increasing additive percent over time, while the strength increases. The lowest improvement ratio is determined for gypsum. The optimum mixture is concluded to be 6 % lime, which corresponds to a 99.55 % decrease for swell percent, 98.98 % decrease for swell pressure and 191.87 % increase for the unconfined compressive strength for 90 days.
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