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

An Adoption Diffusion Model of RFID-Based Livestock Management System in Australia

International audienceMany countries, like Australia, have introduced a radio frequency identifi cation (RFID) based livestock identification and management system,which can be used for condition monitoring and fault prognosis during an outbreak situation. This paper examines the adoption process and its subsequent diffusion and extended usage of RFID in Australian livestock management practices, and proposes a research model. The model is primarily built on Rogers' innovation-diffusion theory and Oliver's expectation-confirmation theory, with some logical modifications. It posits that while adoption of RFID may be the result of legislative pressure, its further diffusion is an evaluative process, which is judged against "satisfaction" and "performance" derived from RFID systems. The implications of these and other related concepts are also discussed. Hypotheses are developed which can be tested via empirical study. The proposed model has both theoretical and practical implications. Although it is developed on the basis of the Australian livestock industry, it can be used in other countries and also in other applications with some industry-specific modifications

Measuring the response bias induced by an experience and application research center

In recent years we have observed the rise of Experience and Application Research centers (EARC). These EARCs simulate realistic environments and are used for the empirical evaluation of interactive systems in a controlled setting. Such laboratory environments are intended to facilitate data collection without influencing the data itself. Accumulated experience in the use of EARCs has raised concerns that test participants could be impressed by the environments and have raised expectations for advanced systems they expect to encounter; this brings about the danger of systematic bias in subjective report data collected with EARCs. To evaluate the impact of an EARC as an instrument, a controlled experiment with 40 test participants was conducted. This experiment involved the replication of a traditional usability test in both the EARC and a traditional laboratory environment. The results of this study provide evidence regarding the validity and reliability of EARCs as instruments for evaluating interactive systems