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

A complex multimodal activity intervention to reduce the risk of dementia in mild cognitive impairment - ThinkingFit: : pilot and feasibility study for a randomized controlled trial

© 2014 Dannhauser et al.; licensee BioMed Central Ltd. This is an Open Access article distributed under the terms of the Creative Commons Attribution License (http://creativecommons.org/licenses/by/2.0), which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly credited. The version of record, Thomas M. Dannhauser, Martin Cleverly, Tim J. Whitfield, Ben (C) Fletcher, and Tim Stevens, 'A complex multimodal activity intervention to reduce the risk of dementia in mild cognitive impairment - ThinkingFit: pilot and feasibility study for a randomized controlled trial', BMC Psychiatry, 2014, 14: 129, is available online via doi: 10.1186/1471-244X-14-129Dementia affects 35 million people worldwide and is currently incurable. Many cases may be preventable because regular participation in physical, mental and social leisure activities during middle age is associated with up to 47% dementia risk reduction. However, the majority of middle-aged adults are not active enough. MCI is therefore a clear target for activity interventions aimed at reducing dementia risk. An active lifestyle during middle age reduces dementia risk but it remains to be determined if increased activity reduces dementia risk when MCI is already evident. Before this can be investigated conclusively, complex multimodal activity programmes are required that (1) combine multiple health promoting activities, (2) engage people with MCI, and (3) result in sufficient adherence ratesPeer reviewedFinal Published versio