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The Effect of Customers’ Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments
(Journal of the Academy of Marketing Science, 2002-01-01)
This study examines the role of customer emotions in the context of service failure and recovery encounters. It investigates how customers’emotional responses to service failures influence their satisfaction judgments after ...
Serving the Public Interest?: Federal Experiences with Participation in Strategic Planning
(The American Review of Public Administration, 2001-06-01)
A clause in the Government Performance and Results Act of 1993 instructs federal agencies to “consult with stakeholders during strategic plan development.” This requirement is a type of institutional control designed to ...
Improved Equation for Shear Modulus Using Four-Point Ring-Twist Test Data
(Journal of Thermoplastic Composite Materials, 2001-11-01)
There are numerous test-specimen configurations for determining the static shear modulus of composites. Selection of specimen configuration depends primarily on product component configuration. Two-ring specimens in use ...
The Professional Ex- Revisited: Cessation or Continuation of a Deviant Career?
(Journal of Contemporary Ethnography, 2001-12-01)
An ongoing question is whether participation in deviance is fluid or stable. In a 1991 article, Brown introduced the concept of the “professional ex-,” an individual who uses former deviant status as a springboard into a ...
Burnout in Organizational Life
(Journal of Management, 2004-12-01)
Burnout is a psychological response to work stress that is characterized by emotional exhaustion, depersonalization, and reduced feelings of personal accomplishment. In this paper, we review the burnout literature from ...
From Marginalized to Maximized Opportunities for Diverse Youths With Disabilities: A Position Paper of the Division on Career Development and Transition
(Career Development for Exceptional Individuals, 2008-05-01)
Current secondary education and transition practices have created differential education and employment outcomes by gender, race and ethnicity, socioeconomic status, and disability classifications. These differential ...
Durable Constitutional Rules and Rent Seeking
(Public Finance Review, 2003-07-01)
Many constitutional political economists argue that the length of time constitutions remain in effect distinguishes constitutional politics from legislative politics. The author explores the role of constitutional durability ...
Using Newly available Homicide Data to Debunk Two Myths about Violence in an International Context: A Research Note
(Homicide Studies, 2001-08-01)
This article employs newly available crime and vital statistics data from Russia to debunk two myths about violence in an international context. The first myth is that the United States is the most violent industrialized ...
Design Parameterization for Concurrent Design and Manufacturing of Mechanical Systems
(Concurrent Engineering, 2002-03-01)
Design changes are frequently encountered in the product development process. The complexity of the design changes is multiplied when the product design involves multiple engineering disciplines. Very often, a simple change ...
The species-area relationship: new challenges for an old pattern
(Progress in Physical Geography, 2001-03-01)
The species-area relationship (i.e., the relationship between area and the number of species found in that area) is one of longest and most frequently studied patterns in nature. Yet there remain some important and interesting ...