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

Trans-ancestry genome-wide association study identifies 12 genetic loci influencing blood pressure and implicates a role for DNA methylation

We carried out a trans-ancestry genome-wide association and replication study of blood pressure phenotypes among up to 320,251 individuals of East Asian, European and South Asian ancestry. We find genetic variants at 12 new loci to be associated with blood pressure (P = 3.9 × 10-11 to 5.0 × 10-21). The sentinel blood pressure SNPs are enriched for association with DNA methylation at multiple nearby CpG sites, suggesting that, at some of the loci identified, DNA methylation may lie on the regulatory pathway linking sequence variation to blood pressure. The sentinel SNPs at the 12 new loci point to genes involved in vascular smooth muscle (IGFBP3, KCNK3, PDE3A and PRDM6) and renal (ARHGAP24, OSR1, SLC22A7 and TBX2) function. The new and known genetic variants predict increased left ventricular mass, circulating levels of NT-proBNP, and cardiovascular and all-cause mortality (P = 0.04 to 8.6 × 10-6). Our results provide new evidence for the role of DNA methylation in blood pressure regulation

Habitat utilization by coral reef fish: implications for specialists vs. generalists in a changing environment

The impact of environmental disturbance and habitat loss on associated species is expected to be dependent on a species' level of specialization. We examined habitat use and specialization of coral reef fish from the diverse and ecologically important family Pomacentridae, and determined which species are susceptible to declines in coral cover due to disturbance induced by crown-of-thorns seastar (COTS, Acanthaster planci L.). A high proportion of pomacentrid species live in association with live coral as adults (40%) or juveniles (53%). Adults of many species had strong affiliations with branching corals, while juveniles favoured plating growth forms, reflecting the sizes of refuge provided by coral types. Juveniles of species that associated with coral had narrower niche breadths than adult conspecifics, due to associations with specific coral types. The especially high coral association and narrower niche breadth of juveniles suggest that the presence of live coral is crucial for many species during early life history, and that disturbance-induced coral loss may have serious flow-on effects on adult abundance. Microhabitat availability was a poor predictor of fish species abundance. Significant correlations between coverage of coral types and abundance of five adults and two juvenile species were detected; however, these relationships explaine

Release of Dengue Virus Genome Induced by a Peptide Inhibitor

10.1371/journal.pone.0050995PLoS ONE711e5099

Prospective memory and ageing paradox with event-based tasks : A study of young, young-old, and old-old participants

Research on ageing and prospective memory—remembering to do something in the future—has resulted in paradoxical findings, whereby older adults are often impaired in the laboratory but perform significantly better than younger adults in naturalistic settings. Nevertheless, there are very few studies that have examined prospective memory both in and outside the laboratory using the same sample of young and old participants. Moreover, most naturalistic studies have used time-based tasks, and it is unclear whether the prospective memory and ageing paradox extends to event-based tasks. In this study, 72 young (18–30 years), 79 young-old (61–70 years), and 72 old-old (71–80 years) participants completed several event-based tasks in and outside the laboratory. Results showed that the ageing paradox does exist for event-based tasks but manifests itself differently from that in time-based tasks. Thus, younger adults outperformed old-old participants in two laboratory event-based tasks, but there were no age effects for a naturalistic task completed at home (remembering to write the date and time in the upper left corner of a questionnaire). The young and old-old also did not differ in remembering to retrieve a wristwatch from a pocket at the end of the laboratory session. This indicates that the paradox may be due to differences in ongoing task demands in the lab and everyday life, rather than the location per se. The findings call for a concentrated effort towards a theory of cognitive ageing that identifies the variables that do, or do not, account for this paradoxPeer reviewedSubmitted Versio

Consumption and emotion : the romantic ethic revisited

This article revisits Campbell's (1987) The Romantic Ethic and the Spirit of Modern Consumerism thesis in the light of new intersections with sociological issues of embodiment and emotions. A variety of themes and issues are raised the persistence of mind/body, reason,emotion dualities in the consumption literature, the importance of disappointment in consumer culture, external factors which mediate the consumption experience, and finally, the interpretation of both Romanticism and romantic interpersonal relationships. A largely disembodied and socially disembedded account of consumption and emotion is on offer here the implications of which extend far beyond the limits of Campbell's thesis to debates on consumer culture and the sociological enterprise in general in making these claims, we highlight the need for a passionate sociology which would in turn integrate embodiment and emotions more fully into the consumption agenda. These key themes are discussed with some sociological pointers for the future in consumption and beyond