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

Creating Brand Meaning: A Review and Research Agenda

Peer Reviewedhttps://deepblue.lib.umich.edu/bitstream/2027.42/150608/1/jcpy1122.pdfhttps://deepblue.lib.umich.edu/bitstream/2027.42/150608/2/jcpy1122_am.pd

Massive sulfides of Mount Jourdanne along the super-slow spreading Southwest Indian Ridge and their genesis

Modern massive sulfide deposits are known to occur in diverse tectonic settings and it is generally expected that hydrothermal deposits of similar geological settings shall have more or less similar mineralogical and geochemical signatures. However, the Mount Jourdanne sulfide deposits along the super-slow spreading Southwest Indian Ridge deviate from this common concept. These sulfide precipitates are Zn-rich (up to 35 wt.%) and are characterized by high concentrations of Pb (≤3.5 wt.%), As (≤1.1 wt.%), Ag (≤0.12 wt.%), Au (≤11 ppm), Sb (≤967 ppm), and Cd (≤0.2 wt.%) which are unusual for a modern sediment-free mid-oceanic ridge system.Therefore, we have reinvestigated the sulfide samples collected during the INDOYO cruise in 1998, in order to explain their unusual mineralogy and geochemical composition. The sulfide samples are polymetallic and are classified as: a) chimneys, b) mounds, and c) hydrothermal breccias. The chimneys are small tube-like symmetrical bodies (30–40cmhigh; ~10cmdiameter) and consist mainly of sphalerite and less chalcopyrite, set in a matrix of late amorphous silica. The inner wall shows a late-stage colloform sphalerite containing co-precipitates of galena and/or Pb–As sulfosalts. In contrast, the mound samples are dominated either by Fe-sulfides (pyrite) or by a mixture of pyrite and chalcopyrite with less sphalerite, pyrrhotite, amorphous silica and barite. Both, the chimney and mound samples, are characterized by layering and mineral zonation. The hydrothermal breccias are highly altered and mineralogically heterogeneous. They consist of silicified basalticmaterial that are impregnated with sulfides and contain cm-sized chimney fragments within a matrix of low-temperature minerals such as sphalerite and pyrite. The latter fragments mainly consist of chalcopyrite with isocubanite lamellae. In addition,these breccias contain late-stage realgar, boulangerite, galena, Pb–As sulfosalts and barite that are mostly con-fined to vugs or fractures. At least five mineralogical associations are distinguished that indicate different thermal episodes ranging from black smoker mineralization conditions to cessation of the hydrothermal activity. Based on the mineralogical associations and established literature in this regard, it is inferred that the mineralization at Mt. Jourdanne occurred mainly in three temperature domains. Above 300 °C, the chalcopyrite (with isocubanite)–pyrrhotite association formed whereas the sphalerite dominated assemblage with much less chalcopyrite and pyrite formed around and below 300 °C. The late-stage mineralization (below 200 °C) contains colloform sphalerite, galena, Pb–As sulfosalts, realgar and barite. The unusual mineralogy and trace element chemistry for this modern VHMS deposit could be explained assuming hydrothermal leaching of some felsic differentiates underneath the basaltic cover and subsequent zone refining processes

Origin of Cr in Alluvial and Aeolian Sediments and Ultramafic Rocks in Sultanate of Oman: Magnetic Fractionation and Sunlight Effect

The changing climatic conditions are imposing a vital re-consideration on the hydro-chemical pathways for contaminants. The circumference Mediterranean countries will be possibly under imminent water stress. The present study attempts to identify the sources and the leaching capacity of Cr(VI) in a coastal alluvial fan and aeolian soil and in a serpentine soil in an area offering an aridity analogue, like Oman. Magnetic separation and different leaching media were applied along with Cr(VI) sorption experiments in daylight (open air) and in laboratory conditions (without direct sunlight). In most of the samples the released Cr(VI) concentration was higher that the drinking water standard (50 μg L−1). Magnetic soil fraction has the highest bulk Cr concentration, however, the leaching of Cr with phosphate extraction solution was high in the no-magnetic fraction. Immobilization of Cr(VI) was higher in the sunlight conditions for the serpentine soil and not for the alluvial/aeolian soils. © 2020, Springer Science+Business Media, LLC, part of Springer Nature