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

Use of dual methods to infer methane bubble populations in gassy sediments: Inversion of propagation data

The inversion of the acoustic properties of gassy sediments presents the optimum manner of determining the in situ distribution of sediment-based methane bubbles. An in situ device that measures both compressional wave attenuations and combination-frequency components in gassy sediment lying within 2 m of the seabed has been developed at the University of Southampton. This device was deployed at an inter-tidal site along the South coast of England. Compressional wave attenuations were measured from 10 to 100 kHz though the analysis of propagation signals transmitted from a variety of sources to a buried co-linear hydrophone array, with propagation distances spanning 0.5 to 2 m. Measured attenuations were inverted to infer in situ bubble size distributions using both established and new acoustic models for gassy sediment. The analysis and results of the combination-frequency component are described in a companion paper. ©2008 Acoustical Society of Americ

The design and implementation of a passive cavitation detection system for use with ex vivo tissue

A passive cavitation detection (PCD) system has been constructed around a National Physical Laboratory (NPL) cavitation sensor. This system, which has been used to detect the acoustic emissions when ex vivo tissue is exposed to a number of different HIFU intensities, can monitor acoustic emissions throughout an exposure. It has been observed that for the higher harmonics, specifically the 4th (6.77 MHz), the emissions undergo a sharp transition from a low magnitude slowly varying signal, to rapidly varying and high magnitude signal. A sonochemical reaction (in a potassium iodide solution) was simultaneously monitored with the passive cavitation detection and a correlation with free radical production (caused by inertial cavitation) and high frequency broadband emission (7–8 MHz) was observed

Parkville virus: a novel genetic variant of human calicivirus in the Sapporo virus clade, associated with an outbreak of gastroenteritis in adults

This report describes the characterization of Parkville virus, the etiologic agent of an outbreak of foodborne gastroenteritis, that has the morphology of a calicivirus and genetic properties that distinguish it from previously identified strains in the Sapporo/Manchester virus clade. Sequence analysis of the Parkville virus genome showed it contained the RNA-dependent RNA polymerase motifs GLPSG and YGDD characteristic of members of the family Caliciviridae with an organization identical to that reported for the Manchester virus where the capsid region of the polyprotein is fused to the RNA polymerase. Parkville virus however, demonstrates considerable sequence divergence from both the Manchester and Sapporo caliciviruses, providing the first indications that genetic diversity exists within caliciviruses of this previously homogeneous clade. On the basis of recent advances in the genetic characterization of members of the family Caliciviridae, we propose a new interim phylogenetic classification system in which Parkville virus would be included with Manchester and Sapporo virus as a separate group distinct from the small round-structured viruses (Norwalk-like viruses) that also cause diarrhea in humans