The role of emotions on consumers’ satisfaction within the fitness context

Previous studies have suggested that consumption-related emotions are important to understand post-purchase reactions. This study examines the relationship between fitness consumers’ emotions and overall satisfaction. After an initial step of free-thought listing and content validity, followed by a pre-test, a survey was conducted among consumers of five different fitness centers (n=786). The questionnaire included measures to assess positive and negative emotions, as well as overall satisfaction with the fitness center. The results gathered through a structural equation model provide evidence that negative emotion experienced by consumers impacts negatively overall satisfaction, while positive emotion have a positive effect on overall satisfaction. These findings suggest managerial implications, such as the need to collect consumers’ perceptions of both tangible and intangible aspects of the services, listen costumers’ opinions in a regular basis, and provide regular training to staff members, in order to identify the triggers of positive emotions and contribute to increased levels of overall satisfaction. Guidelines for future research within the fitness context are also suggested.Estudos precedentes sugerem que as emoções relacionadas com o consumo são importantes para compreender as reações dos consumidores após a compra. Este estudo analisa a relação entre as emoções dos consumidores de fitness e satisfação global. Depois de uma etapa inicial de listagem de pensamento-livre e validade de conteúdo, seguido de um pré-teste, foi realizada uma pesquisa entre os consumidores de cinco centros de fitness diferentes (n = 786). O questionário incluiu medidas para avaliar as emoções positivas e negativas, bem como a satisfação global com o centro de fitness. Os resultados obtidos através de um modelo de equações estruturais forneceram evidências de que as emoções negativas vivenciadas pelos consumidores impactam negativamente a satisfação global, enquanto as emoções positivas têm um efeito positivo sobre a satisfação global. Estes resultados sugerem implicações para os gestores, tais como a necessidade de recolher informação sobre a perceção dos consumidores dos aspetos tangíveis e intangíveis dos serviços, ouvir regularmente as opiniões dos consumidores e facultar formação regular aos colaboradores. Isto permitirá identificar os aspetos que desencadeiam emoções positivas e contribuir para o aumento dos níveis de satisfação global. Orientações para futuras pesquisas no contexto de fitness também são sugeridas.Sin financiación0.185 SJR (2015) Q3, 1090/1779 Medicine (miscellaneous); Q4, 177/229 Health (social science), 112/128 Sports scienceUE

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

Reducing the environmental impact of surgery on a global scale: systematic review and co-prioritization with healthcare workers in 132 countries

Background Healthcare cannot achieve net-zero carbon without addressing operating theatres. The aim of this study was to prioritize feasible interventions to reduce the environmental impact of operating theatres. Methods This study adopted a four-phase Delphi consensus co-prioritization methodology. In phase 1, a systematic review of published interventions and global consultation of perioperative healthcare professionals were used to longlist interventions. In phase 2, iterative thematic analysis consolidated comparable interventions into a shortlist. In phase 3, the shortlist was co-prioritized based on patient and clinician views on acceptability, feasibility, and safety. In phase 4, ranked lists of interventions were presented by their relevance to high-income countries and low–middle-income countries. Results In phase 1, 43 interventions were identified, which had low uptake in practice according to 3042 professionals globally. In phase 2, a shortlist of 15 intervention domains was generated. In phase 3, interventions were deemed acceptable for more than 90 per cent of patients except for reducing general anaesthesia (84 per cent) and re-sterilization of ‘single-use’ consumables (86 per cent). In phase 4, the top three shortlisted interventions for high-income countries were: introducing recycling; reducing use of anaesthetic gases; and appropriate clinical waste processing. In phase 4, the top three shortlisted interventions for low–middle-income countries were: introducing reusable surgical devices; reducing use of consumables; and reducing the use of general anaesthesia. Conclusion This is a step toward environmentally sustainable operating environments with actionable interventions applicable to both high– and low–middle–income countries

Effect of long-term service exposure at elevated temperature on microstructural changes of 5Cr-0.5Mo steels

Effects of long-term service exposure at elevated temperature on microstructural changes have been studied for both virgin and service-exposed process heater tube pipes of 5Cr-0.5Mo steels used in oil refineries. Samples selected for this study had experienced a nominal temperature range of 450 °C to 500 °C for about 20 to 25 years. Two different initial virgin microstructures were taken and designated by steel A and steel B. The virgin microstructure of steel A exhibited fine platelets of fibrous or hairlike M2C carbides within the ferrite grains and occasionally irregularly shaped M23C6, both along the grain boundaries and at the grain interiors, and very few spheroidally shaped M3C, either along the grain boundaries or at the grain interiors. The size, shape, position, distribution, and type of carbides in virgin steel A changed significantly due to 220,000 hours of service exposure in the temperature range of 450 °C to 500 °C. Massive M23C6 carbides precipitated along the grain boundaries. In addition, regular geometrically shaped M23C6 carbides, such as hexagonal, square, and triangular type, were observed to form at the grain interiors. The virgin steel B microstructure exhibited predominantly M23C6 carbides, either along the grain boundaries or at the lath boundaries. Occasionally, fine platelets of M2C carbides were also observed within the laths. The position, shape, distribution, and type of carbides did not change significantly due to 172,000 hours of service exposure in the temperature range of 450 °C to 500 °C. The average interparticle spacings of the carbides increased from 0.35 to 1.2 µm due to 172,000 hours of exposure