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

Towards a multi-arm multi-stage platform trial of disease modifying approaches in Parkinson’s disease

An increase in the efficiency of clinical trial conduct has been successfully demonstrated in the oncology field, by the use of multi-arm, multi-stage trials allowing the evaluation of multiple therapeutic candidates simultaneously, and seamless recruitment to phase 3 for those candidates passing an interim signal of efficacy. Replicating this complex innovative trial design in diseases such as Parkinson’s disease is appealing, but in addition to the challenges associated with any trial assessing a single potentially disease modifying intervention in Parkinson’s disease, a multi-arm platform trial must also specifically consider the heterogeneous nature of the disease, alongside the desire to potentially test multiple treatments with different mechanisms of action. In a multi-arm trial, there is a need to appropriately stratify treatment arms to ensure each are comparable with a shared placebo/standard of care arm; however, in Parkinson’s disease there may be a preference to enrich an arm with a subgroup of patients that may be most likely to respond to a specific treatment approach. The solution to this conundrum lies in having clearly defined criteria for inclusion in each treatment arm as well as an analysis plan that takes account of predefined subgroups of interest, alongside evaluating the impact of each treatment on the broader population of Parkinson’s disease patients. Beyond this, there must be robust processes of treatment selection, and consensus derived measures to confirm target engagement and interim assessments of efficacy, as well as consideration of the infrastructure needed to support recruitment, and the long-term funding and sustainability of the platform. This has to incorporate the diverse priorities of clinicians, triallists, regulatory authorities and above all the views of people with Parkinson’s disease

Stability and orthonormality of multivariate refinable functions

SIAM Journal on Mathematical Analysis284999-101

An algorithm for matrix extension and wavelet construction

10.1090/S0025-5718-96-00714-4Mathematics of Computation65214723-73

Diversity and disorganisation in collaborative inter-firm technological innovation

SIGLEAvailable from British Library Document Supply Centre- DSC:6217.48108(KBS-OP--17) / BLDSC - British Library Document Supply CentreGBUnited Kingdo

Interaction diversity within quantified insect food webs in restored and adjacent intensively managed meadows.

1. We studied the community and food-web structure of trap-nesting insects in restored meadows and at increasing distances within intensively managed grassland at 13 sites in Switzerland to test if declining species diversity correlates with declining interaction diversity and changes in food-web structure. 2. We analysed 49 quantitative food webs consisting of a total of 1382 trophic interactions involving 39 host/prey insect species and 14 parasitoid/predator insect species. Species richness and abundance of three functional groups, bees and wasps as the lower trophic level and natural enemies as the higher trophic level, were significantly higher in restored than in adjacent intensively managed meadows. Diversity and abundance of specific trophic interactions also declined from restored to intensively managed meadows. 3. The proportion of attacked brood cells and the mortality of bees and wasps due to natural enemies were significantly higher in restored than in intensively managed meadows. Bee abundance and the rate of attacked brood cells of bees declined with increasing distance from restored meadows. These findings indicate that interaction diversity declines more rapidly than species diversity in our study system. 4. Quantitative measures of food-web structure (linkage density, interaction diversity, interaction evenness and compartment diversity) were higher in restored than in intensively managed meadows. This was reflected in a higher mean number of host/prey species per consumer species (degree of generalism) in restored than in intensively managed meadows. 5. The higher insect species and interaction diversity was related to higher plant species richness in restored than in intensively managed meadows. In particular, bees and natural enemies reacted positively to increased plant diversity. 6. Our findings provide empirical evidence for the theoretical prediction that decreasing species richness at lower trophic levels should reduce species richness at higher trophic levels, and in addition lead to even stronger reductions in interaction diversity at these higher levels. Species at higher trophic levels may thus benefit relatively more than species at lower trophic levels from habitat restoration in the grassland ecosystems studied. We also demonstrate enhanced compartment diversity and lower interaction evenness in restored than in intensively managed meadows, both of which are theoretically positively associated with increased ecosystem stability in restored meadows