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

Consensus recommendations for the use of automated insulin delivery technologies in clinical practice

The significant and growing global prevalence of diabetes continues to challenge people with diabetes (PwD), healthcare providers, and payers. While maintaining near-normal glucose levels has been shown to prevent or delay the progression of the long-term complications of diabetes, a significant proportion of PwD are not attaining their glycemic goals. During the past 6 years, we have seen tremendous advances in automated insulin delivery (AID) technologies. Numerous randomized controlled trials and real-world studies have shown that the use of AID systems is safe and effective in helping PwD achieve their long-term glycemic goals while reducing hypoglycemia risk. Thus, AID systems have recently become an integral part of diabetes management. However, recommendations for using AID systems in clinical settings have been lacking. Such guided recommendations are critical for AID success and acceptance. All clinicians working with PwD need to become familiar with the available systems in order to eliminate disparities in diabetes quality of care. This report provides much-needed guidance for clinicians who are interested in utilizing AIDs and presents a comprehensive listing of the evidence payers should consider when determining eligibility criteria for AID insurance coverage

Whole-genome sequencing reveals host factors underlying critical COVID-19

Critical COVID-19 is caused by immune-mediated inflammatory lung injury. Host genetic variation influences the development of illness requiring critical care1 or hospitalization2,3,4 after infection with SARS-CoV-2. The GenOMICC (Genetics of Mortality in Critical Care) study enables the comparison of genomes from individuals who are critically ill with those of population controls to find underlying disease mechanisms. Here we use whole-genome sequencing in 7,491 critically ill individuals compared with 48,400 controls to discover and replicate 23 independent variants that significantly predispose to critical COVID-19. We identify 16 new independent associations, including variants within genes that are involved in interferon signalling (IL10RB and PLSCR1), leucocyte differentiation (BCL11A) and blood-type antigen secretor status (FUT2). Using transcriptome-wide association and colocalization to infer the effect of gene expression on disease severity, we find evidence that implicates multiple genes—including reduced expression of a membrane flippase (ATP11A), and increased expression of a mucin (MUC1)—in critical disease. Mendelian randomization provides evidence in support of causal roles for myeloid cell adhesion molecules (SELE, ICAM5 and CD209) and the coagulation factor F8, all of which are potentially druggable targets. Our results are broadly consistent with a multi-component model of COVID-19 pathophysiology, in which at least two distinct mechanisms can predispose to life-threatening disease: failure to control viral replication; or an enhanced tendency towards pulmonary inflammation and intravascular coagulation. We show that comparison between cases of critical illness and population controls is highly efficient for the detection of therapeutically relevant mechanisms of disease

Sensor application of dielectric phenomena

SIGLEAvailable from British Library Document Supply Centre- DSC:DX96732 / BLDSC - British Library Document Supply CentreGBUnited Kingdo

Evidence for the existence of a robust pattern of prey selection in food webs

Food webs aim to provide a thorough representation of the trophic interactions found in an ecosystem. The complexity of empirical food webs, however, is leading many ecologists to focus dynamic ecosystem studies on smaller microcosm or mesocosm studies based upon community modules, which comprise three to five species and the interactions likely to have ecological relevance. We provide here a structural counterpart to community modules. We investigate food-web ‘motifs’ which are n-species connected subgraphs found within the food web. Remarkably, we find that the over- and under-representation of three-species motifs in empirical food webs can be understood through comparison to a static food-web model, the niche model. Our result conclusively demonstrates that predation upon species with some ‘characteristic’ niche value is the prey selection mechanism consistent with the structural properties of empirical food webs

Enhancing floral resources for pollinators in productive agricultural grasslands

Across N.W. Europe intensive agricultural management has increased productivity to the detriment of floral resources vital for insect pollinators like bees, butterflies and hoverflies. While the creation ofwild- flower habitats has been widely used to re-establish such resources into arable ecosystems (e.g. sown into field margins), comparable low cost methods for enhancing floristic diversity in production grass- lands are lacking. We investigated how simple and cheep seed mixtures based around three plant func- tional groups (grasses, legumes and non-leguminous forbs) could be used to enhance flowering resources to benefit insect pollinator communities over a four year period. Wedemonstrate that the abundance and species richness of pollinators was correlated with the increased availability of legume and non-legume forb flowers. While the flowering resources provided by agricultural cultivars of legumes declined rapidly once sown, the inclusion of a forb component within seed mixtures was effective in increasing the long- term persistence of these resources. As a result the abundance and species richness of insect pollinators over the four years showed greater stability where forbs were also sown. Sward management also played a role in the persistence of floral resources, with grazing more likely to maintain legume cover than cut- ting. In conclusion, we demonstrate that low cost seed mixtures can be used to enhance floristic diversity to benefit pollinators, although the continued value of these grasslands over time is dependent on com- plementarity between sown legumes and forbs. As permanent grassland covers c. 40% of the UK the enhancement of their floristic diversity has a huge potential to benefit insect pollinators. The type of land sharing approaches suggested here maintain modest agricultural productivity and so may be the most likely to achieve benefit to pollinators through wide-scale farmer uptake