Creating Brand Meaning: A Review and Research Agenda

Peer Reviewedhttps://deepblue.lib.umich.edu/bitstream/2027.42/150608/1/jcpy1122.pdfhttps://deepblue.lib.umich.edu/bitstream/2027.42/150608/2/jcpy1122_am.pd

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

Detecting and Mapping Slag Heaps at Ancient Copper Production Sites in Oman

This study presents a new approach for detection and mapping of ancient slag heaps using 16-band multispectral satellite imagery. Understanding the distribution of slag (a byproduct of metal production) is of great importance for understanding how metallurgy shaped long-term economic and political change across the ancient Near East. This study presents results of slag mapping in Oman using WorldView-3 (WV3) satellite imagery. A semi-automated target detection routine using a mixed tuned matched filtering (MTMF) algorithm with scene-derived spectral signatures was applied to 16-band WV3 imagery. Associated field mapping at two copper production sites indicates that WorldView-3 satellite data can differentiate slag and background materials with a relatively high (>90%) overall accuracy. Although this method shows promise for future initiatives to discover and map slag deposits, difficulties in dark object spectral differentiation and underestimation of total slag coverage substantially limit its use. Resulting lower estimations of combined user’s (61%) and producer’s (45%) accuracies contextualize these limitations for slag specific classification. Accordingly, we describe potential approaches to address these challenges in future studies. As sites of ancient metallurgy in Oman are often located in areas of modern exploration and mining, detection and mapping of ancient slag heaps via satellite imagery can be helpful for discovery and monitoring of vulnerable cultural heritage sites