The Intentional Use of Service Recovery Strategies to Influence Consumer Emotion, Cognition and Behaviour

Service recovery strategies have been identified as a critical factor in the success of. service organizations. This study develops a conceptual frame work to investigate how specific service recovery strategies influence the emotional, cognitive and negative behavioural responses of . consumers., as well as how emotion and cognition influence negative behavior. Understanding the impact of specific service recovery strategies will allow service providers' to more deliberately and intentionally engage in strategies that result in positive organizational outcomes. This study was conducted using a 2 x 2 between-subjects quasi-experimental design. The results suggest that service recovery has a significant impact on emotion, cognition and negative behavior. Similarly, satisfaction, negative emotion and positive emotion all influence negative behavior but distributive justice has no effect

A hierarchy of heuristic-based models of crowd dynamics

International audienceWe derive a hierarchy of kinetic and macroscopic models from a noisy variant of the heuristic behavioral Individual-Based Model of Moussaid et al, PNAS 2011, where the pedestrians are supposed to have constant speeds. This IBM supposes that the pedestrians seek the best compromise between navigation towards their target and collisions avoidance. We first propose a kinetic model for the probability distribution function of the pedestrians. Then, we derive fluid models and propose three different closure relations. The first two closures assume that the velocity distribution functions are either a Dirac delta or a von Mises-Fisher distribution respectively. The third closure results from a hydrodynamic limit associated to a Local Thermodynamical Equilibrium. We develop an analogy between this equilibrium and Nash equilibia in a game theoretic framework. In each case, we discuss the features of the models and their suitability for practical use

Eco-evolutionary dynamics on deformable fitness landscapes

Conventional approaches to modelling ecological dynamics often do not include evolutionary changes in the genetic makeup of component species and, conversely, conventional approaches to modelling evolutionary changes in the genetic makeup of a population often do not include ecological dynamics. But recently there has been considerable interest in understanding the interaction of evolutionary and ecological dynamics as coupled processes. However, in the context of complex multi-species ecosytems, especially where ecological and evolutionary timescales are similar, it is difficult to identify general organising principles that help us understand the structure and behaviour of complex ecosystems. Here we introduce a simple abstraction of coevolutionary interactions in a multi-species ecosystem. We model non-trophic ecological interactions based on a continuous but low-dimensional trait/niche space, where the location of each species in trait space affects the overlap of its resource utilisation with that of other species. The local depletion of available resources creates, in effect, a deformable fitness landscape that governs how the evolution of one species affects the selective pressures on other species. This enables us to study the coevolution of ecological interactions in an intuitive and easily visualisable manner. We observe that this model can exhibit either of the two behavioural modes discussed in the literature; namely, evolutionary stasis or Red Queen dynamics, i.e., continued evolutionary change. We find that which of these modes is observed depends on the lag or latency between the movement of a species in trait space and its effect on available resources. Specifically, if ecological change is nearly instantaneous compared to evolutionary change, stasis results; but conversely, if evolutionary timescales are closer to ecological timescales, such that resource depletion is not instantaneous on evolutionary timescales, then Red Queen dynamics result. We also observe that in the stasis mode, the overall utilisation of resources by the ecosystem is relatively efficient, with diverse species utilising different niches, whereas in the Red Queen mode the organisation of the ecosystem is such that species tend to clump together competing for overlapping resources. These models thereby suggest some basic conditions that influence the organisation of inter-species interactions and the balance of individual and collective adaptation in ecosystems, and likewise they also suggest factors that might be useful in engineering artificial coevolution

Orientation of Galaxies in the Local Supercluster: A Review

The progress of the studies on the orientation of galaxies in the Local Supercluster (LSC) is reviewed and a summary of recent results is given. Following a brief introduction of the LSC, we describe the results of early studies based on two-dimensional analysis, which were mostly not conclusive. We describe next the three-dimensional analysis, which is used widely today. Difficulties and systematic effects are explained and the importance of selection effects is described. Then, results based on the new method and modern databases are given, which are summarized as follows. When the LSC is seen as a whole, galaxy planes tend to align perpendicular to the LSC plane with lenticulars showing the most pronounced tendency. Projections onto the LSC plane of the spin vectors of Virgo cluster member galaxies, and to some extent, those of the total LSC galaxies, tend to point to the Virgo cluster center. This tendency is more pronounced for lenticulars than for spirals. It is suggested that 'field' galaxies, i.e., those which do not belong to groups with more than three members, may be better objects than other galaxies to probe the information at the early epoch of the LSC formation through the analysis of galaxy orientations. Field lenticulars show a pronounced anisotropic distribution of spin vectors in the sense that they lay their spin vectors parallel to the LSC plane while field spirals show an isotropic spin-vector distribution.Comment: 21 pages, 10 figures; Accepted for publication in Astrophysics and Space Scienc

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

Galaxy bulges and their massive black holes: a review

With references to both key and oft-forgotten pioneering works, this article starts by presenting a review into how we came to believe in the existence of massive black holes at the centres of galaxies. It then presents the historical development of the near-linear (black hole)-(host spheroid) mass relation, before explaining why this has recently been dramatically revised. Past disagreement over the slope of the (black hole)-(velocity dispersion) relation is also explained, and the discovery of sub-structure within the (black hole)-(velocity dispersion) diagram is discussed. As the search for the fundamental connection between massive black holes and their host galaxies continues, the competing array of additional black hole mass scaling relations for samples of predominantly inactive galaxies are presented.Comment: Invited (15 Feb. 2014) review article (submitted 16 Nov. 2014). 590 references, 9 figures, 25 pages in emulateApJ format. To appear in "Galactic Bulges", E. Laurikainen, R.F. Peletier, and D.A. Gadotti (eds.), Springer Publishin

Measurement of fiducial and differential W + W - production cross-sections at s = 13 TeV with the ATLAS detector

Abstract: A measurement of fiducial and differential cross-sections for W+W- production in proton–proton collisions at s=13 TeV with the ATLAS experiment at the Large Hadron Collider using data corresponding to an integrated luminosity of 36.1 fb-1 is presented. Events with one electron and one muon are selected, corresponding to the decay of the diboson system as WW→e±νμ∓ν. To suppress top-quark background, events containing jets with a transverse momentum exceeding 35 GeV are not included in the measurement phase space. The fiducial cross-section, six differential distributions and the cross-section as a function of the jet-veto transverse momentum threshold are measured and compared with several theoretical predictions. Constraints on anomalous electroweak gauge boson self-interactions are also presented in the framework of a dimension-six effective field theory

Measurement of the inclusive cross-section for the production of jets in association with a Z boson in proton–proton collisions at 8 TeV using the ATLAS detector

Abstract: The inclusive cross-section for jet production in association with a Z boson decaying into an electron–positron pair is measured as a function of the transverse momentum and the absolute rapidity of jets using 19.9 fb-1 of s=8 TeV proton–proton collision data collected with the ATLAS detector at the Large Hadron Collider. The measured Z+ jets cross-section is unfolded to the particle level. The cross-section is compared with state-of-the-art Standard Model calculations, including the next-to-leading-order and next-to-next-to-leading-order perturbative QCD calculations, corrected for non-perturbative and QED radiation effects. The results of the measurements cover final-state jets with transverse momenta up to 1 TeV, and show good agreement with fixed-order calculations