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

Milagro limits and HAWC sensitivity for the rate-density of evaporating Primordial Black Holes

postprin

Academic Librarianship: Professional Strivings and Political Realities

published or submitted for publicatio

A simple cantilevered mirror for focussing synchrotron radiation

A large cantilevered mirror was constructed to focus the vertical divergence from a synchrotron radiation source. The advantages of this mirror are its compactness, simple bending device, simplicity of construction, and good thermal contact to structures outside the vacuum. The central portion of the mirror is supported with variable loading springs to reduce gravitational sag. The figure and thermal stability of the mirror have proven to be excellent, though the focusing is limited by the roughness of the mirror-surface. This paper describes the design, construction, and performance of the mirror

X-Ray microprobe characterization of materials: the case for undulators on advanced storage rings

The unique properties of X-rays offer many advantages over electrons and other charged particles for the microcharacterization of materials. X-rays are more efficient in exciting characteristic X-ray fluorescence and produce higher fluorescent signals to backgrounds than obtained with electrons. Detectable limits for X-rays are a few parts per billion and are 10/sup -3/ to 10/sup -5/ less than obtained with electrons. Energy deposition in the sample by X-rays is 10/sup -3/ to 10/sup -4/ less than for electrons for the same detectable concentration. High-brightness storage rings, especially in the 6 GeV class with undulators, will be approximately 10/sup 3/ brighter in the X-ray energy range from 5 keV to 35 keV than existing storage rings and provide for X-ray microprobes that are as bright as the most advanced electron probes. Such X-ray microprobes will produce unprecedented low levels of detection in diffraction, EXAFS, Auger, and photoelectron spectoscopies for both chemical characterization and elemental identification. These major improvements in microcharacterization capabilities will be wide-ranging ramifications not only in materials science but also in physics, chemistry, geochemistry, biology, and medicine

Focusing optics for a synchrotron x radiation microprobe

We propose two constant deviation and energy-tunable fluorescent microprobe optical designs which efficiently use x rays available from ending magnets and insertion devices of synchrotron radiation sources. The simpler system consists of a cylindrically bent multilayer to focus the vertical opening angle by in-plane scattering, a fixed radius cylindrically curved multilayer which sagittally focuses the horizontal divergence, and a pinhole to further reduce the beam to microprobe dimensions. A more versatile system has a pair of flat nondispersively arranged diffracting optics followed by crossed elliptical mirrors. These nondispersive combinations can produce a fixed-exit beam. We compare the relative intensity with other optical systems

X-ray microprobe for the microcharacterization of materials

The unique properties of x rays offer many advantages over those of electrons and other charged particles for the microcharacterization of materials. X rays are more efficient in exciting characteristic x-ray fluorescence and produce higher fluorescent signal-to-background ratios than obtained with electrons. Such x-ray microprobes will also produce unprecedentedly low levels of detection in diffraction, EXAFS, Auger, and photoelectron spectroscopies for structural and chemical characterization and elemental identification. These major improvements in microcharacterization capabilities will have wide-ranging ramifications not only in materials science but also in physics, chemistry, geochemistry, biology, and medicine. 24 refs., 6 figs., 2 tabs