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

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

Perspectives of anaerobic decomposition of biomass for sustainable biogas production: A Review

Biogas production from biomass is an eco-friendly approach that offers renewable energy generation, waste recycling, biofertilizer production along with maintaining environmental quality. Anaerobic decomposition is a familiar practice used for biogas production in worldwide, whereas only few substrates were convenient for attaining desired methane concentration in biogas. Hence, further advancements are necessary for the exploration and utilization of various complex organic materials for the purpose. This article gives a clear outlook on potential of various biomass for biogas production, necessity of pretreatment, applicability of microbial/enzyme addition, maintenance of various process parameters, formulation of suitable digester designs and future scope of this area. The livestock wastes and agricultural wastes possess high energy generation potential (71%) and sustainable utilization of such wastes are admirable to commercialize biogas production in future. Hence, selection of biomass through biochemical methane potential (BMP) analysis and biomass pretreatment prior to anaerobic decomposition is adequate to improve the quality and quantity of generated biogas. Addition of effective microorganisms or respective enzymes along with the employment of suitable bioreactors, are other perspectives to enhance decomposition. The single-stage and multi-stage systems possess much attention than other types of reactors since that offers accurate process management at four different stages of decomposition. Moreover, the maintenances of optimum pH, temperature, volatile fatty acids, carbon/nitrogen ratio, etc. are crucial to evade system unsteadiness during decomposition. Since comprehensive mathematical models are appropriate to make the anaerobic decomposition process economically feasible and advancement with these forecasts are adequate to commercialize this technology in the future