Impact of Customer Crowding on Frontline Service Employees: Theoretical and Empirical Implications

This study investigates the impact of crowding on frontline service employees. In particular, this study examines how customer crowding affects frontline service employees’ stress, emotions, job performance, and displayed emotions. This study pioneers a new avenue by investigating employee (as opposed to consumer) reactions to customer crowding and addressing the gap in the literature on employees’ interaction with the physical environment. The underlying theoretical framework of the study is rooted in Lazarus’s (1966; 1991) model that links appraisal, emotional response, and coping in a sequential process. Applying theory to the context issue of customer crowding, the major constructs for this study are determined as: 1)the stressor (customer crowding), (2)appraisal,(3) emotions, (4)coping, and (5)service quality outcomes. The four major areas investigated in this study are: (1)stress levels of FSE due to customer crowding, (2)their emotions in the crowded service environment, (3)coping strategies they use under these circumstances, and(4)effects of such coping strategies on job performance and displayed emotions. A laboratory experiment is conducted with 200 frontline service employees where human density (a precursor to crowding)is manipulated via scenarios and videos. Analyzing the data via ANOVA, simple regression, and multiple regression, the results showed: (1)a positive relationship between crowding and stress, (2)an inverse relationship between positive emotions and stress, (3)a positive relationship between stress and negative emotions, (4) a negative impact of escape and confrontive coping strategies on service quality outcomes, and (5) a positive impact of distancing and social support on service quality outcomes. The contributions of the study are that: (1)it pioneers a new research avenue which opens avenues for future research, (2)it goes beyond the traditional Stimulus-Organism-Response approach to person-environment interaction and expands the domain of inquiry by incorporating the Lazarus transactional theory in the study of person-environment interaction, and (3)it provides a number of managerial implications regarding design of servicescapes to reduce the experience of crowding and training of frontline service employees on successful coping strategies

Putting On A Happy Face: How Emotional Labor Impacts Frontline Service Employees

This study investigates emotional labor and its impact on frontline service employees (FSE). Emotional labor is defined as the stress of regulating one’s emotional displays in response to display rules (Diefendorff and Gosserand 2003). FSE experience emotional labor as they regulate their inner or felt emotions in order to display the appropriate emotions to the customer. Displaying appropriate emotions to customers is very important to service organizations because it affects customer affect and evaluation of service quality (Pugh 2001). Unlike previous research which focuses mostly on the customer’s experience during a service encounter, this paper focuses on FSE and their performance during the service encounter. In particular, this study looks at emotional labor and its impact on (1) customer service, (2) job performance, and (3) job satisfaction. This study attempts to explain the important role that emotional labor plays in the performance of FSE. Data was collected by students in a services marketing course at a southeastern university. A total of one hundred and eighty-nine service employees participated in the study Smart PLS (Ringle et al 2005) was used to assess the measurement model and the structural model. The results from the survey show that surface acting has a negative impact on customer service and job satisfaction and deep acting has a positive impact on customer service, job performance, and job satisfaction. This paper contributes to the marketing literature by demonstrating the effects of emotional labor on FSE job outcomes. Managerial implications of this study are that (1) organizations should consider recruiting and selecting FSE who use deep acting and (2) organizations should consider evaluating FSE on deep acting rather than surface acting because of the many benefits of deep acting, and (3) organizations should consider training their current employees on how to be perform deep actin

Online Learning: Best Practices and Online Technologies

This session seeks to provide a forum for discussing online technologies and best practices in online learning. Session seeks to provide an opportunity for faculty to discuss what strategies have worked well in their online classes and what obstacles they have encountered while teaching online. Session will also foster discussion about online technologies that faculty prefer to use and the benefits they gain from these technologies. Overall, session will help faculty learn more about how to be successful in the online classroom

31st Annual Meeting and Associated Programs of the Society for Immunotherapy of Cancer (SITC 2016) : part two

Background The immunological escape of tumors represents one of the main ob- stacles to the treatment of malignancies. The blockade of PD-1 or CTLA-4 receptors represented a milestone in the history of immunotherapy. However, immune checkpoint inhibitors seem to be effective in specific cohorts of patients. It has been proposed that their efficacy relies on the presence of an immunological response. Thus, we hypothesized that disruption of the PD-L1/PD-1 axis would synergize with our oncolytic vaccine platform PeptiCRAd. Methods We used murine B16OVA in vivo tumor models and flow cytometry analysis to investigate the immunological background. Results First, we found that high-burden B16OVA tumors were refractory to combination immunotherapy. However, with a more aggressive schedule, tumors with a lower burden were more susceptible to the combination of PeptiCRAd and PD-L1 blockade. The therapy signifi- cantly increased the median survival of mice (Fig. 7). Interestingly, the reduced growth of contralaterally injected B16F10 cells sug- gested the presence of a long lasting immunological memory also against non-targeted antigens. Concerning the functional state of tumor infiltrating lymphocytes (TILs), we found that all the immune therapies would enhance the percentage of activated (PD-1pos TIM- 3neg) T lymphocytes and reduce the amount of exhausted (PD-1pos TIM-3pos) cells compared to placebo. As expected, we found that PeptiCRAd monotherapy could increase the number of antigen spe- cific CD8+ T cells compared to other treatments. However, only the combination with PD-L1 blockade could significantly increase the ra- tio between activated and exhausted pentamer positive cells (p= 0.0058), suggesting that by disrupting the PD-1/PD-L1 axis we could decrease the amount of dysfunctional antigen specific T cells. We ob- served that the anatomical location deeply influenced the state of CD4+ and CD8+ T lymphocytes. In fact, TIM-3 expression was in- creased by 2 fold on TILs compared to splenic and lymphoid T cells. In the CD8+ compartment, the expression of PD-1 on the surface seemed to be restricted to the tumor micro-environment, while CD4 + T cells had a high expression of PD-1 also in lymphoid organs. Interestingly, we found that the levels of PD-1 were significantly higher on CD8+ T cells than on CD4+ T cells into the tumor micro- environment (p < 0.0001). Conclusions In conclusion, we demonstrated that the efficacy of immune check- point inhibitors might be strongly enhanced by their combination with cancer vaccines. PeptiCRAd was able to increase the number of antigen-specific T cells and PD-L1 blockade prevented their exhaus- tion, resulting in long-lasting immunological memory and increased median survival

Phase I/Ib Study of the Efficacy and Safety of Buparlisib and Ibrutinib Therapy in MCL, FL, and DLBCL with Serial Cell-Free DNA Monitoring

Activation of Bruton tyrosine kinase (BTK) and phosphatidylinositol-3-kinase (PI3K) represent parallel, synergistic pathways in lymphoma pathogenesis. As predominant PI3Kδ inhibition is a possible mechanism of tumor escape, we proposed a clinical trial of dual BTK and pan-PI3K inhibition. We conducted a single-center phase I/Ib trial combining a BTK inhibitor (ibrutinib) and a pan-PI3K inhibitor (buparlisib) in 37 patients with relapsed/refractory (R/R) B-cell lymphoma. Buparlisib and ibrutinib were administered orally, once daily in 28-day cycles until progression or unacceptable toxicity. The clinical trial is registered with clinicaltrials.gov, NCT02756247. Patients with mantle cell lymphoma (MCL) receiving the combination had a 94% overall response rate (ORR) and 33-month median progression-free survival; ORR of 31% and 20% were observed in patients with diffuse large B-cell lymphoma and follicular lymphoma, respectively. The maximum tolerated dose was ibrutinib 560 mg plus buparlisib 100 mg and the recommended phase II dose was ibrutinib 560 mg plus buparlisib 80 mg. The most common grade 3 adverse events were rash/pruritis/dermatitis (19%), diarrhea (11%), hyperglycemia (11%), and hypertension (11%). All grade mood disturbances ranging from anxiety, depression, to agitation were observed in 22% of patients. Results from serial monitoring of cell-free DNA samples corresponded to radiographic resolution of disease and tracked the emergence of mutations known to promote BTK inhibitor resistance. BTK and pan-PI3K inhibition in mantle cell lymphoma demonstrates a promising efficacy signal. Addition of BCL2 inhibitors to a BTK and pan-PI3K combination remain suitable for further development in mantle cell lymphoma

DLG4-related synaptopathy: a new rare brain disorder.

PURPOSE: Postsynaptic density protein-95 (PSD-95), encoded by DLG4, regulates excitatory synaptic function in the brain. Here we present the clinical and genetic features of 53 patients (42 previously unpublished) with DLG4 variants. METHODS: The clinical and genetic information were collected through GeneMatcher collaboration. All the individuals were investigated by local clinicians and the gene variants were identified by clinical exome/genome sequencing. RESULTS: The clinical picture was predominated by early onset global developmental delay, intellectual disability, autism spectrum disorder, and attention deficit-hyperactivity disorder, all of which point to a brain disorder. Marfanoid habitus, which was previously suggested to be a characteristic feature of DLG4-related phenotypes, was found in only nine individuals and despite some overlapping features, a distinct facial dysmorphism could not be established. Of the 45 different DLG4 variants, 39 were predicted to lead to loss of protein function and the majority occurred de novo (four with unknown origin). The six missense variants identified were suggested to lead to structural or functional changes by protein modeling studies. CONCLUSION: The present study shows that clinical manifestations associated with DLG4 overlap with those found in other neurodevelopmental disorders of synaptic dysfunction; thus, we designate this group of disorders as DLG4-related synaptopathy.RD&E staff can access the full-text of this article by clicking on the 'Additional Link' above and logging in with NHS OpenAthens if prompted.Accepted version (6 month embargo), submitted versio

DLG4-related synaptopathy: a new rare brain disorder.

PURPOSE: Postsynaptic density protein-95 (PSD-95), encoded by DLG4, regulates excitatory synaptic function in the brain. Here we present the clinical and genetic features of 53 patients (42 previously unpublished) with DLG4 variants. METHODS: The clinical and genetic information were collected through GeneMatcher collaboration. All the individuals were investigated by local clinicians and the gene variants were identified by clinical exome/genome sequencing. RESULTS: The clinical picture was predominated by early onset global developmental delay, intellectual disability, autism spectrum disorder, and attention deficit-hyperactivity disorder, all of which point to a brain disorder. Marfanoid habitus, which was previously suggested to be a characteristic feature of DLG4-related phenotypes, was found in only nine individuals and despite some overlapping features, a distinct facial dysmorphism could not be established. Of the 45 different DLG4 variants, 39 were predicted to lead to loss of protein function and the majority occurred de novo (four with unknown origin). The six missense variants identified were suggested to lead to structural or functional changes by protein modeling studies. CONCLUSION: The present study shows that clinical manifestations associated with DLG4 overlap with those found in other neurodevelopmental disorders of synaptic dysfunction; thus, we designate this group of disorders as DLG4-related synaptopathy.RD&E staff can access the full-text of this article by clicking on the 'Additional Link' above and logging in with NHS OpenAthens if prompted.Accepted version (6 month embargo), submitted versio