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

Genetic Evidence Supporting the Association of Protease and Protease Inhibitor Genes with Inflammatory Bowel Disease: A Systematic Review

As part of the European research consortium IBDase, we addressed the role of proteases and protease inhibitors (P/PIs) in inflammatory bowel disease (IBD), characterized by chronic mucosal inflammation of the gastrointestinal tract, which affects 2.2 million people in Europe and 1.4 million people in North America. We systematically reviewed all published genetic studies on populations of European ancestry (67 studies on Crohn's disease [CD] and 37 studies on ulcerative colitis [UC]) to identify critical genomic regions associated with IBD. We developed a computer algorithm to map the 807 P/PI genes with exact genomic locations listed in the MEROPS database of peptidases onto these critical regions and to rank P/PI genes according to the accumulated evidence for their association with CD and UC. 82 P/PI genes (75 coding for proteases and 7 coding for protease inhibitors) were retained for CD based on the accumulated evidence. The cylindromatosis/turban tumor syndrome gene (CYLD) on chromosome 16 ranked highest, followed by acylaminoacyl-peptidase (APEH), dystroglycan (DAG1), macrophage-stimulating protein (MST1) and ubiquitin-specific peptidase 4 (USP4), all located on chromosome 3. For UC, 18 P/PI genes were retained (14 proteases and 4protease inhibitors), with a considerably lower amount of accumulated evidence. The ranking of P/PI genes as established in this systematic review is currently used to guide validation studies of candidate P/PI genes, and their functional characterization in interdisciplinary mechanistic studies in vitro and in vivo as part of IBDase. The approach used here overcomes some of the problems encountered when subjectively selecting genes for further evaluation and could be applied to any complex disease and gene family

Consumers’ Emotional Responses and Emotion Regulation Strategies During Multistage Waiting in Restaurants

Service consumption often involves waiting during the different stages of the delivery process. This research examines the effect of multistage waiting on consumers’ emotional responses and emotion regulation strategies. The study is conducted at a virtual restaurant in Second Life, an online simulation website. The results show that there is a significant interaction effect between consumption stage and the type of emotional responses. Although both anxiety and anger are the most intense emotions felt during preprocess waiting, anxiety is the strongest emotion felt during in-process waiting, and anger is the most salient emotional reaction during postprocess waiting. Results also indicate that there is a significant interaction effect between consumption stage and the type of emotion regulation strategies used by consumers. Attentional deployment and reappraisal are dominant emotion regulation strategies used by consumers during preprocess waiting; in addition, reappraisal and attentional deployment are the predominant strategies used during in-process waiting and postprocess waiting, respectively. The theoretical, methodological, and managerial contributions of the results are also discussed

The effect of meal pace on customer satisfaction

10.1177/0010880407304020Cornell Hotel and Restaurant Administration Quarterly483231-244CHRQ

Normas, justiça, atribuição e poder: uma revisão e agenda de pesquisa sobre filas de espera Norms, justice, attribution and power: a revision and research agenda about waiting lines

Partindo do pressuposto de que a fila de espera é um sistema social, são analisados brevemente sua natureza e seus tipos de ocorrência. Quatro temáticas da psicologia social que podem ser usadas para abordar os fenômenos de comportamento envolvidos em filas são analisadas: (a) normas sociais e influência social; (b) justiça, em suas vertentes distributiva, processual e interacional; (c) atribuição de causalidade; (d) relações de poder e de status. Como agenda de pesquisa, são identificadas ainda as lacunas empíricas em cada uma dessas temáticas, considerando a relevância teórica e prática dos problemas relacionados a situações reais de atendimento por filas de espera.<br>Considering waiting lines as social systems, a short analysis of the nature and types of queues is presented. Four themes of social psychology are used to analyze behavior in waiting lines: (a) social norms and social influence, (b) distributive, procedural and interactional justice, (c) causal attribution, and (d) relations of power and status. Possible topics of research are pointed out in each of these themes, considering the theoretical and applied relevance of problems involving real waiting line situations

The effects of pre-enrolment emotions and peer group interaction on students’ satisfaction

Higher education institutions are increasingly involved in measuring students' satisfaction and communicating messages to prospective, current, and previous students. A review of the literature suggests that institutions have traditionally focused on cognitive rather than affective measures, and have communicated messages in a media environment that could be dominated by the institution. This paper seeks to contribute by investigating the role of peer-to-peer social network media in evoking emotions about attending university prior to enrolment and subsequent satisfaction with it. A two-stage study involving 519 prospective students from a UK higher education institution were asked about their cognition and emotions one month prior to enrolment and again one month after. Hypotheses related their involvement in online peer-to-peer media to their perceived level of satisfaction, emotions evoked, and likelihood of recommending the institution. It was found that emotions were a better predictor of likelihood of recommendation than cognitive measures of satisfaction. Positive emotions evoked during the pre-enrolment phase led to positive emotions post-enrolment. There was an association between prospective students' level of involvement with online communities prior to enrolment and their level of evoked positive emotions