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

Long-Baseline Neutrino Facility (LBNF) and Deep Underground Neutrino Experiment (DUNE) Conceptual Design Report Volume 2: The Physics Program for DUNE at LBNF

The Physics Program for the Deep Underground Neutrino Experiment (DUNE) at the Fermilab Long-Baseline Neutrino Facility (LBNF) is described

Attitudes to mental patients among Hong Kong Chinese: A trend study over two years

A telephone survey was conducted on a representative sample of 1273 Chinese in Hong Kong to examine public attitudes to the mentally ill and mental health rehabilitation facilities. Attitudes were compared with a study using the same measures carried out two years previously. Results indicated that public concern about their mental health and their attitudes to mental patients was decreased and became more negative slightly, respectively. On the other hand, their knowledge of mental illness and attitudes to community care of mental patients were improved slightly. Their views on the mentally ill were found to be associated with their contacts with mental patients and their socioeconomic variables including age and education, but not sex.link_to_subscribed_fulltex