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

Three multimedia models used at hazardous and radioactive waste sites

Multimedia models are used commonly in the initial phases of the remediation process where technical interest is focused on determining the relative importance of various exposure pathways. This report provides an approach for evaluating and critically reviewing the capabilities of multimedia models. This study focused on three specific models MEPAS Version 3.0, MMSOILS Version 2.2, and PRESTO-EPA-CPG Version 2.0. These models evaluate the transport and fate of contaminants from source to receptor through more than a single pathway. The presence of radioactive and mixed wastes at a site poses special problems. Hence, in this report, restrictions associated with the selection and application of multimedia models for sites contaminated with radioactive and mixed wastes are highlighted. This report begins with a brief introduction to the concept of multimedia modeling, followed by an overview of the three models. The remaining chapters present more technical discussions of the issues associated with each compartment and their direct application to the specific models. In these analyses, the following components are discussed: source term; air transport; ground water transport; overland flow, runoff, and surface water transport; food chain modeling; exposure assessment; dosimetry/risk assessment; uncertainty; default parameters. The report concludes with a description of evolving updates to the model; these descriptions were provided by the model developers. Document type: Repor