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

Artificial alkalizing drought signals as potential growth retardants.

Excessive growth is detrimental in crops by increasing lodging and disease, and reducing light penetration into the canopy. These effects lead to management problems and reduce yield and quality of produce. Synthetic growth retardants can be used to reduce these problems. In some crops, however, it is not common practice to apply growth retardants because either: there are no approved active substances; the retardants available are expensive; or application of synthetic active substances may not be permitted in the retailer produce specifications. There is thus scope for lower-cost growth retardants that are acceptable to retailers. Basic research into the control of leaf growth has shown that, in some species, retardation of leaf growth during drought may result from an alkalizing signal moving from the roots to the leaves. Experiments with detached shoots of canola (oilseed rape; Brassica napus L.) and barley (Hordeum vulgare L.) have shown that both species respond to artificial alkaline xylem sap with reduced leaf expansion. Spray applications of alkaline pH buffers to intact plants of canola have, however, been variable in effects on leaf expansion. This may be a result of either, difficulty in penetrating the thick layer of epicuticular wax on canola, or efficient internal buffering. Application of either alkaline pH buffers, or of solid calcium carbonate (lime), to field-grown barley has, however, retarded canopy expansion for a short period. These results, together with those from recent experiments on cilantro (coriander; Coriandrum sativum L.), indicate that the greatest commercial potential for alkalizing growth retardants may be with short duration crops, and possibly with crops that also do not have a thick layer of epicuticular wax

A basis for controlling herb growth.

Excessive growth in crops leads to management problems and reduces yield and quality of produce. Synthetic growth retardants can be used to reduce these problems. In some crops, however, it is not common practice to apply growth retardants because either: there are no approved active substances; the retardants available are expensive; or application of synthetic active substances may not be permitted in the retailer produce specifications. There is thus scope for lower-cost growth retardants that are acceptable to retailers. Basic research into the control of leaf growth has shown acid pH in the cell walls is necessary for cell expansion, and in some species, retardation of leaf growth during drought may result from alkaline sap moving from the roots to the leaves, neutralising the normal acidity. Exploiting this knowledge may enable a cheaper growth retardant to be used based on food ingredients or on commodity substances already approved for other uses. Research at Harper Adams has focused on arable crops. Experiments with detached shoots of oilseed rape and barley have shown that both species respond to artificial alkaline xylem sap with reduced leaf expansion. Spray applications of alkaline pH buffers to intact plants of oilseed rape have, however, been variable in effects on leaf expansion. This was thought to possibly be a result of difficulty in penetrating the thick layer of epicuticular wax. Application of either alkaline pH buffers, or of solid calcium carbonate (lime), to field-grown barley has retarded leaf canopy expansion, but only for a short period. Thus the greatest commercial potential for alkalizing growth retardants may be with short duration crops, and possibly with crops that also do not have a thick layer of epicuticular wax. Herbs may present the best opportunity, and recent experiments indicate that coriander is sensitive to reduced growth from alkaline bicarbonate applications. HDC Project PE 005 aims to discover whether this effect is commercially useful on coriander, basil, mint and flat leaf parsley

Acceptance of Knowledge Management Concepts in Religious Organizations: The Impacts of Information and Willful Disengagement from Productive Inquiry

This study analyzed how churches create cultures in which the recirculating of the same information is encouraged, or cultures in which new information is introduced regularly. It then analyzed how these cultures impact engagement with important knowledge management (KM) principles. Particular attention was paid to the factors that contribute to a church’s decision to engage in a critical questioning of assumed beliefs—productive inquiry (PI)—shown to be an important behavior in successful organizations. In eight, 90- minute focus groups, 28 congregants from Mainline Protestant churches were asked to discuss the information behavior surrounding their religious beliefs. Qualitative coding and analysis revealed that the introduction of shared information produced barriers to PI, and the introduction of unique information encouraged PI. However, congregations were purposive in their decision to either engage or disengage in this inquiry based on organizational goals. Analysis showed that the decision to engage with PI was dependent upon a number of variables. A model is provided that outlines the necessary conditions for a congregation with a goal of either PI, or its conceptual opposite—reaffirmation of existing information and beliefs. This reaffirmation tended to result from a relationship goal, but it is suggested that this relationship goal might be better achieved through PI. This study has important implications for organizations that could benefit from the implementation of KM but are less receptive to its requirements