42 research outputs found
Customer emotions in service failure and recovery encounters
Emotions play a significant role in the workplace, and considerable attention has been given to the study of employee emotions. Customers also play a central function in organizations, but much less is known about customer emotions. This chapter reviews the growing literature on customer emotions in employee–customer interfaces with a focus on service failure and recovery encounters, where emotions are heightened. It highlights emerging themes and key findings, addresses the measurement, modeling, and management of customer emotions, and identifies future research streams. Attention is given to emotional contagion, relationships between affective and cognitive processes, customer anger, customer rage, and individual differences
Detection of change in vegetation cover using multi-spectral and multi-temporal information for district Sargodha, Pakistan
The inflammatory response as a modulator of cartilage breakdown
Available from British Library Document Supply Centre- DSC:DX97179 / BLDSC - British Library Document Supply CentreSIGLEGBUnited Kingdo
Abnormal Stock Returns and Volume Activity Surrounding Lodging Firms' CEO Transition Announcements
Chinese hotel employees in the smiling masks: Roles of job satisfaction, burnout, and supervisory support in relationships between emotional labor and performance
Using survey data obtained from 206 frontline hotel employees (Study 1) and 111 employee–supervisor dyads (Study 2), we examined how the emotional labor of hotel employees was associated with affective and behavioral outcomes. We found that surface acting was negatively related to job satisfaction but positively related to burnout. Meanwhile, deep acting was positively related to job satisfaction but negatively related to burnout. Additionally, job satisfaction and burnout were found to mediate the relationship between emotional labor and work performance. We further found that supervisory support moderated the relationships between emotional labor and job satisfaction and burnout
Oviposition behavior of Neomegalotomus parvus (West.) (Hemiptera: Alydidae): daily rhythm and site choice
Qualidade da forragem e participação relativa na produção de matéria seca de diferentes frações de cultivares de capim-elefante (Pennisetum purpureum Schumach.)
A New Look at Emotional Intelligence: A Dual-Process Framework
In this article, the author provides a framework to guide¦research in emotional intelligence. Studies conducted up¦to the present bear on a conception of emotional intelligence¦as pertaining to the domain of consciousness and¦investigate the construct with a correlational approach.¦As an alternative, the author explores processes underlying¦emotional intelligence, introducing the distinction¦between conscious and automatic processing as a potential¦source of variability in emotionally intelligent¦behavior. Empirical literature is reviewed to support the¦central hypothesis that individual differences in emotional¦intelligence may be best understood by considering¦the way individuals automatically process emotional¦stimuli. Providing directions for research, the author¦encourages the integration of experimental investigation¦of processes underlying emotional intelligence with¦correlational analysis of individual differences and¦fosters the exploration of the automaticity component¦of emotional intelligence