Realizations of behavior for generalized chain-scattering representations

This paper introduces a notion of realization of behavior which is shown to be a generalization of the classical concept of a realization of transfer function. By using this approach, the input-output structures of the generalized chain-scattering representations (GCSRs) and the dual generalized chain-scattering representations (DGCSRs) are investigated in a behavioral theory context. Subsequently the corresponding autoregressivemoving- average (ARMA) representations are proposed and are proved to be realizations of behavior for any GCSR. Realization of behavior is particularly suitable for situations in which the coefficients are symbolic rather than numerical due to the fact that no numerical computation is involved in this approach

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

The infinite elementary divisors of a matrix polynomial and implications

Mathematics Research (197)Available from British Library Document Supply Centre- DSC:6015.42F(N--87-22436)(microfiche) / BLDSC - British Library Document Supply CentreSIGLEGBUnited Kingdo