Compatibility with cap-products in Tsygan's formality and homological Duflo isomorphism

In this paper we prove, with details and in full generality, that the isomorphism induced on tangent homology by the Shoikhet-Tsygan formality $L_\infty$-quasi-isomorphism for Hochschild chains is compatible with cap-products. This is a homological analog of the compatibility with cup-products of the isomorphism induced on tangent cohomology by Kontsevich formality $L_\infty$-quasi-isomorphism for Hochschild cochains. As in the cohomological situation our proof relies on a homotopy argument involving a variant of {\bf Kontsevich eye}. In particular we clarify the r\^ole played by the {\bf I-cube} introduced in \cite{CR1}. Since we treat here the case of a most possibly general Maurer-Cartan element, not forced to be a bidifferential operator, then we take this opportunity to recall the natural algebraic structures on the pair of Hochschild cochain and chain complexes of an $A_\infty$-algebra. In particular we prove that they naturally inherit the structure of an $A_\infty$-algebra with an $A_\infty$-(bi)module.Comment: The first and second Section on $B_\infty$-algebras and modules have been completely re-written, with new results; partial revision of Section 3; the proofs in Section 4 and 5 have been re-formulated in a more general context; we added Section 8 on globalisatio

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

Beliefs, Fertility, and Earnings of African American, Hispanic, and Non-Hispanic White Mothers

This study explores gender ideology, fertility factors (e.g., age at first birth, number of children), and their effects on earnings of African American (n = 413), Hispanic American (n = 271), and White (n = 817) mothers. An analysis of data from the National Longitudinal Survey of Youth over a 10-year period (1988 to 1998) shows that, on average, Hispanic American and White mothers have a significantly more conservative gender ideology than African American mothers. Nevertheless, a conservative gender ideology significantly reduces African American, Hispanic American, and White mothers\u27 earnings when controlling for a variety of important labor force factors. Regarding fertility, the number of children is detrimental to the earnings of White mothers but has no effect on African American or Hispanic mothers in the sample. Although early childbearing significantly depresses the earnings of African American and Hispanic mothers, it does not do so for their White counterparts. © 2008 Sage Publications

Sky service: the demands of emotional labour in the airline industry

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