Communication practices of the Karen in Sheffield: Seeking to navigate their three zones of displacement

This study investigates communication practices of a newly arrived Karen refugee community in the UK who, as well as establishing themselves in a strange country, seek to keep in touch, campaign politically and maintain identity collectively through communication and contact with their global diaspora. We look at the technologies, motivations and inhibiting factors applying to the communication by adult members of this community and construct the idea of three zones of displacement which help to model the particular contexts, challenges and methods of their communication. We find that overall, they are using a wide range of internet-based technologies, with the aim to 'keep-in-touch' (personal contacts) and to 'spread the word' (political communication). This also includes archaic, traditional and hybrid methods to achieve extended communication with contacts in other 'zones'. We also identify the importance of the notion of ‘village’ as metaphor and entity in their conceptualisation of diasporic and local community cohesion. We identify the key inhibitors to their communication as cost, education, literacy and age. Finally, we speculate on the uncertain outcomes of their approach to digital media in achieving their political aims

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

Research issues in child development

First published in 1986, this authoritative book contains a selection of original, research based, reports of studies conducted in Australia and New Zealand in the field of Child Development. The topics have been arranged into four major sections - cognitive issues in development, language and reading development, perpetual motor development and social aspects of development. Both pure and applied research issues are presented, and the chapters cover child development from infancy to adolescence. The book's special strength lies in the diversity of topics tackled and the range of developmental research represented. Theoretical viewpoints are raised and empirical questions answered in the studies reported. The editors have systematically drawn together important contributions which reflected contemporary topics in child development at the time. Although no one common theoretical or empirical theme unites either each section or the whole book (which reflects the general scope and diversity of child development in the 1980s), the contributors in general see the child as developing through active interaction with his or her environment. This interactionist position is clearly preferred by most researchers, who realised that simplistic genetic or environmental models are inadequate to explain the complex development of the child. The editors were all active researchers in the area of child development at the time and each co-authored a chapter in the book. All published regularly in national and international journals and books, and were aware of current developments in their main areas of expertise. All those interested in issues in child development will find this book important reading, as it provides the reader with an excellent and diverse selection of studies, bearing on a wide range of empirical research