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

TAM and E-learning Adoption: A Philosophical Scrutiny of TAM, Its Limitations, and Prescriptions for E-learning Adoption Research

Part 2: Digital SocietyInternational audienceTAM and TAM derived theories have been very popular for investigating users’ e-learning adoption/post-adoption behavior. However, several philosophical holes as well as a number of limitations of TAM research have been pointed by several leading researchers in the recent years. In this paper, we discuss the philosophical holes and present our reflections and possible prescriptions about these holes while conducting research on e-learning adoption/post-adoption. We also discuss the limitations of TAM research and present prescriptions about how e-learning adoption research can be conducted by addressing these limitations