32 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
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Development and evaluation of on-line detection techniques for polar organics in ultrapure water
An on-line monitor that can perform rapid, trace detection of polar organics such as acetone and isopropanol in ultrapure water (UPW) is necessary to efficiently recycle water in semiconductor manufacturing facilities. The detection of these analytes is problematic due to their high solubility in water, resulting in low partitioning into sensor coatings for direct water analysis or into the vapor phase for detection by vapor phase analyzers. After considering various options, we have evaluated two conventional laboratory techniques: gas chromatography and ion mobility spectroscopy. In addition, optimizations of sensor coating materials and sample preconditioning systems were performed with the goal of a low cost, chemical sensor system for this application. Results from these evaluations, including recommendations for meeting the needs of this application, are reported
Emotional and social effects of congenital heart disease in Singapore
Australian Paediatric Journal222101-106AUPJ