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

Nota sobre a biologia de "Microdon tigrinus" (Diptera: Syrphidae), parasito social de "Acromyrmex coronatus" (Hymenoptera: Formicidae)

The fly of the syrphid Microdon tigrinus is a specific social parasite of leaf-cutting ant, Acromyrmex coronatus. Six colonies of Acromyrmex coronatus were collected in plastic containers, which there was a layer of 1 cm of plaster, with the purpose of maintaining the humidity of fungus culture. Larvae of social parasite were separate for the establishment of instars number, through morphometric study. The data were measured of 165 larvae, using spiracle (length (Ls), width (Ws) and distance between spiracle (Ds)). After that, the morphometric data obtained for the larvae were submitted to cluster analysis by Wong's hybrid method, which produces the adequate number of groups through pseudo F-statistics and pseudo t-squared statistics. The three morphometric variables studied permitted grouping of larvae into the following three distinct groups: cluster 1 [long dash] consisting of 55 larvae (Ls=0.177[plus or minus]0.026, Ws=0.163[plus or minus]0.030, Ds=0.052[plus or minus]0.008 mm); cluster 2 - consisting of 20 larvae (Ls=0.631[plus or minus]0.065, Ws=0.630[plus or minus]0.049, Ds=0.065[plus or minus]0.018 mm); cluster 3 - consisting of 90 larvae (Ls=1.294[plus or minus]0.062, Ws=1.308[plus or minus]0.069, Ds=0.140[plus or minus]0.018 mm). of the all couples, only 1 obtained success in the mating, and the female, after 24 hours, began the oviposition. The female layed 76 eggs in a period of 6 days, after that, her death. The larvae emerged in the seventh day (incubation period [plus or minus] 7 days). From 76 eggs, 54 were viable, with a viability of 71.05%. This study contributes to the knowledge of Microdon tigrinus biology of, a social parasite poorly studied in Brazil

Occurrence of Delphastus davidsoni (Coleoptera: Coccinellidae) predating Bemisia tabaci biotype B (Hemiptera: Aleyrodidae) in greenhouse conditions in Brazil.

In March of 2009 larvae and adults from ladybug Delphastus davidsoni Gordon (Coleoptera: Coccinellidae) were observed predating eggs and nymphs of Bemisia tabaci (Gennadius) biotype B (Hemiptera: Aleyrodidae) in cabbage plants on rearing of this whitefly. This is the first report of D. davidsoni predating B. tabaci biotype B on cabbage plants, limiting the rearing and showing high potential on biological control of this aleyrodid for conditions of protected cultivation

Uréia em dietas para bovinos: consumo, digestibilidade dos nutrientes, ganho de peso, características de carcaça e produção microbiana Urea in diets of steers: intake, digestibility, performance, carcass traits and microbial yield

Objetivou-se determinar o efeito da substituição total da proteína do farelo de soja pelo nitrogênio não-protéico da uréia, em dois níveis de oferta de concentrado, sobre o ganho de peso, as características de carcaça, os consumos e as digestibilidades totais dos nutrientes (MS, MO, PB, EE, FDN e CNF) e o consumo de NDT. Avaliou-se também o efeito da substituição sobre a eficiência de síntese microbiana em 16 novilhos (286 kg de PV inicial) em confinamento durante 63 dias. Os animais foram distribuídos em um esquema fatorial 2 x 2, com duas fontes protéicas (farelo de soja e uréia) e dois níveis de concentrado (0,75 e 1,25% do PV), em delineamento inteiramente casualizado com quatro repetições. As rações, isoprotéicas (12% PB), foram compostas de silagens de capim-elefante e de sorgo como volumoso, na proporção de 80:20, respectivamente. A eficiência de síntese microbiana não foi afetada pelos tratamentos. Os consumos de MS, MO, EE, FDN, CNF e NDT, assim como as digestibilidades aparentes totais de MS, MO, EE e NDT, aumentaram com os níveis de oferta de concentrado. A fonte protéica não afetou os consumos e as digestibilidades dos nutrientes estudados, exceto o EE. Aumentos na oferta de concentrado resultam em maior consumo de energia e mais alto ganho de peso. A substituição do farelo de soja pela uréia não altera o ganho de peso de bovinos com potencial genético para ganho de 1,1-1,2 kg/dia.<br>The objective of this trial was to evaluate the effects of replacing soybean meal with urea on performance, carcass traits, and intake and digestibility of nutrients in steers. Microbial protein synthesis and efficiency were also measured in this trial. Sixteen steers averaging 286 kg of BW were assigned to a completely randomized design with a 2x2 factorial approach: two protein sources (soybean meal and urea) and two levels of concentrate (0.75 and 1.25% of BW); four replicates per treatment were used and the experiment lasted 63 days. Diets were isonitrogenous (12% of CP) with the forage portion composed by elephant grass silage and sorghum silage in the ratio of 80:20. Efficiency of microbial protein synthesis was not affected by treatments. Intakes of DM, OM, EE, NDF, NFC and TDN and apparent total tract digestibilities of DM, OM, EE and TDN all increased linearly when the proportion of concentrate was increased in the diet. Except for EE, the protein sources did not affect the intake and digestibility of all remaining nutrients. Feeding high concentrate diets to steers increased energy intake and improved performance. Replacing soybean meal with urea did not change the average daily gain of steers with expected BW gain varying from 1.1 to 1.2 kg/day