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

Novel Loci for Adiponectin Levels and Their Influence on Type 2 Diabetes and Metabolic Traits : A Multi-Ethnic Meta-Analysis of 45,891 Individuals

J. Kaprio, S. Ripatti ja M.-L. Lokki työryhmien jäseniä.Peer reviewe

Diode laser atomic fluorescence temperature measurements in low-pressure flames

Temperature measurements have been performed in a low-pressure flame by the technique of diode laser induced atomic fluorescence. The experiments were done in a near-stoichiometric flat-flame of premixed methane, oxygen and nitrogen, at a pressure of 5.3 kPa. Indium atoms were seeded to the flame and probed using blue diode lasers; the lineshapes of the resulting fluorescence spectra were used to determine the flame temperature at a range of heights above the burner plate. The particular issues associated with the implementation of this measurement approach at low pressure are discussed, and it is shown to work especially well under these conditions. The atomic fluorescence lineshape thermometry technique is quicker to perform and requires less elaborate equipment than other methods that have previously been implemented in low-pressure flames, including OH-LIF and NO-LIF. There was sufficient indium present to perform measurements at all locations in the flame, including in the pre-heat zone close to the burner plate. Two sets of temperature measurements have been independently performed by using two different diode lasers to probe two separate transitions in atomic indium. The good agreement between the two sets of data provides a validation of the technique. By comparing thermocouple profiles recorded with and without seeding of the flame, we demonstrate that any influence of seeding on the flame temperature is negligible. The overall uncertainty of the measurements reported here is estimated to be +/- 2.5% in the burnt gas region