The Intentional Use of Service Recovery Strategies to Influence Consumer Emotion, Cognition and Behaviour

Service recovery strategies have been identified as a critical factor in the success of. service organizations. This study develops a conceptual frame work to investigate how specific service recovery strategies influence the emotional, cognitive and negative behavioural responses of . consumers., as well as how emotion and cognition influence negative behavior. Understanding the impact of specific service recovery strategies will allow service providers' to more deliberately and intentionally engage in strategies that result in positive organizational outcomes. This study was conducted using a 2 x 2 between-subjects quasi-experimental design. The results suggest that service recovery has a significant impact on emotion, cognition and negative behavior. Similarly, satisfaction, negative emotion and positive emotion all influence negative behavior but distributive justice has no effect

International pricing and distribution of therapeutic pharmaceuticals – An ethical minefield

This paper seeks to identify and consider ethical issues relating to the international pricing of pharmaceuticals, drawing especially on liberal rights theories. It suggests why and how some of these issues might be resolved. It examines and critiques arguments presented by major pharmaceutical manufacturers. It addresses a range of ancillary issues like current pricing policies, R&D, intellectual property rights, rights to profits, the public good and regulation. It proposes a potential model for moving forward on the pricing of pharmaceuticals, with a view to increasing access to essential drugs

A mathematical framework for contact detection between quadric and superquadric surfaces

The calculation of the minimum distance between surfaces plays an important role in computational mechanics, namely, in the study of constrained multibody systems where contact forces take part. In this paper, a general rigid contact detection methodology for non-conformal bodies, described by ellipsoidal and superellipsoidal surfaces, is presented. The mathematical framework relies on simple algebraic and differential geometry, vector calculus, and on the C2 continuous implicit representations of the surfaces. The proposed methodology establishes a set of collinear and orthogonal constraints between vectors defining the contacting surfaces that, allied with loci constraints, which are specific to the type of surface being used, formulate the contact problem. This set of non-linear equations is solved numerically with the Newton-Raphson method with Jacobian matrices calculated analytically. The method outputs the coordinates of the pair of points with common normal vector directions and, consequently, the minimum distance between both surfaces. Contrary to other contact detection methodologies, the proposed mathematical framework does not rely on polygonal-based geometries neither on complex non-linear optimization formulations. Furthermore, the methodology is extendable to other surfaces that are (strictly) convex, interact in a non-conformal fashion, present an implicit representation, and that are at least C2 continuous. Two distinct methods for calculating the tangent and binormal vectors to the implicit surfaces are introduced: (i) a method based on the Householder reflection matrix; and (ii) a method based on a square plate rotation mechanism. The first provides a base of three orthogonal vectors, in which one of them is collinear to the surface normal. For the latter, it is shown that, by means of an analogy to the referred mechanism, at least two non-collinear vectors to the normal vector can be determined. Complementarily, several mathematical and computational aspects, regarding the rigid contact detection methodology, are described. The proposed methodology is applied to several case tests involving the contact between different (super)ellipsoidal contact pairs. Numerical results show that the implemented methodology is highly efficient and accurate for ellipsoids and superellipsoids.Fundação para a Ciência e a Tecnologia (FCT

Why it is high time for a renewed focus on rhetoric in marketing

In this short, somewhat polemical, opinion piece I will suggest that the renewed research focus on the rhetoric of and in marketing signalled by this special issue is both timely and necessary, for two reasons. One is that a greater understanding of rhetorically oriented research in marketing can help to render marketing studies more relevant to current marketing, advertising and branding practices in the age of social media. The other reason, connected to the first, is that marketing research and education serve wider constituencies, and the propagation of a greater understanding of rhetoric can serve the critical education of consumers and citizens

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

Velocity-space sensitivity of the time-of-flight neutron spectrometer at JET

The velocity-space sensitivities of fast-ion diagnostics are often described by so-called weight functions. Recently, we formulated weight functions showing the velocity-space sensitivity of the often dominant beam-target part of neutron energy spectra. These weight functions for neutron emission spectrometry (NES) are independent of the particular NES diagnostic. Here we apply these NES weight functions to the time-of-flight spectrometer TOFOR at JET. By taking the instrumental response function of TOFOR into account, we calculate time-of-flight NES weight functions that enable us to directly determine the velocity-space sensitivity of a given part of a measured time-of-flight spectrum from TOFOR

Measurement of the mass difference between top quark and antiquark in pp collisions at root s=8 TeV

Peer reviewe

Poleward bound: adapting to climate-driven species redistribution

One of the most pronounced effects of climate change on the world’s oceans is the (generally) poleward movement of species and fishery stocks in response to increasing water temperatures. In some regions, such redistributions are already causing dramatic shifts in marine socioecological systems, profoundly altering ecosystem structure and function, challenging domestic and international fisheries, and impacting on human communities. Such effects are expected to become increasingly widespread as waters continue to warm and species ranges continue to shift. Actions taken over the coming decade (2021–2030) can help us adapt to species redistributions and minimise negative impacts on ecosystems and human communities, achieving a more sustainable future in the face of ecosystem change. We describe key drivers related to climate-driven species redistributions that are likely to have a high impact and influence on whether a sustainable future is achievable by 2030. We posit two different futures—a ‘business as usual’ future and a technically achievable and more sustainable future, aligned with the Sustainable Development Goals. We then identify concrete actions that provide a pathway towards the more sustainable 2030 and that acknowledge and include Indigenous perspectives. Achieving this sustainable future will depend on improved monitoring and detection, and on adaptive, cooperative management to proactively respond to the challenge of species redistribution. We synthesise examples of such actions as the basis of a strategic approach to tackle this global-scale challenge for the benefit of humanity and ecosystems

Geographic origin of the Y Chromosomes in “old” inbred strains of mice

Six distinct Y Chromosomes (Chr) were identified among 39 standard inbred strains of mice with five probes that identified Y Chr-specific restriction fragments on Southern blots. Three Y Chr types, distributed among 31 strains, were of Asian Mus musculus origin. The remaining three Y Chr types, distributed among eight strains, were of M. domesticus origin. The Asian source of the M. musculus Y Chr was confirmed by determining the DNA sequence of 221 bp from an open reading frame within the Sry (sex determining region Y) gene (Gubbay et al., Nature 346 245–250, 1990) in three inbred strains (C57BL/6J, AKR/J, and SWR/J) and comparing the sequence to the homologous sequences derived from wild caught European and Asian M. musculus males. These data indicate that a minimum of six male mice contributed to the formation of the old inbred strains.Peer Reviewedhttp://deepblue.lib.umich.edu/bitstream/2027.42/46993/1/335_2004_Article_BF00292153.pd

Review Section : Nature/Nurture Revisited I

Biologically oriented approaches to the study of human conflict have thus far been limited largely to the study of aggression. A sample of the literature on this topic is reviewed, drawing upon four major approaches: comparative psychology, ethology (including some popularized accounts), evolutionary-based theories, and several areas of human physiology. More sophisticated relationships between so-called "innate" and "acquired" determinants of behavior are discussed, along with the proper relevance of animal behavior studies for human behavior. Unless contained in a comprehensive theory which includes social and psychological variables, biolog ically oriented theories (although often valid within their domain) offer at best severely limited and at worst highly misleading explanations of complex social conflicts. The review concludes with a list of several positive contributions of these biological approaches and suggests that social scientists must become more knowledgeable about them.Peer Reviewedhttp://deepblue.lib.umich.edu/bitstream/2027.42/68270/2/10.1177_002200277401800206.pd