Emotional intelligence and perceived negative emotions in intercultural service encounters

Purpose This paper aims to explore the perceived negative emotions of both customers and frontline service employees (FSEs) during intercultural service encounters (ICSEs); and the building and utilization of corresponding knowledge in the banking sector. Design/methodology/approach To reach the paper’s goal, a qualitative approach through semi-structured interviews conducted in the context of the banking industry is developed and presented. Findings The findings presented and discussed the “perception of emotion” and the building of corresponding knowledge about ICSEs. Specifically, FSEs and foreign customers were found to be capable of perceiving negative emotions, both their own and of others. The authors further identified an array of emotions and feelings that facilitate the understanding of how ICSEs can be managed and improved. The findings finally highlight the degree and nature of the importance of building and storing knowledge on ICSEs soft processes, which are termed a key asset for service companies. Originality/value An encounter between a service provider and a customer of different cultural backgrounds can become complex and critical. Despite this, there is not enough empirical evidence neither on the socio-psychological processes that take place during these encounters nor on how different ethnic groups develop interpersonal trust within the service sector. This research offers empirical insights regarding the means of detecting emotions and of improving the quality and management of knowledge on ICSE.

Investigating the Soft Processes within the QCD Color Dipole Picture

We consider the QCD parton saturation models to describe the soft interactions at the high-energy limit. The total and elastic cross-sections, as well as the elastic slope parameter, are obtained for proton-proton and pion-proton collisions and compared to recent experimental results.

From Marshall’s Triad to Porter’s Diamond: added value?

Purpose The purpose of this paper is to offer clarity on a central concept introduced in Porter’s The Competitive Advantage of Nations, i.e. the cluster. The authors situate the concept introduced by Porter (1990) relative to two of its antecedents, the industrial district and industrial complex. Placing the cluster in a historical context permits consideration of the extent to which it, as a concept for analysis, may be differentiated from other geography-based approaches to economic phenomena. In this way, this paper examines the added value of the cluster concept derived from economic factors. Design/methodology/approach The paper provides a detailed literature review tracing the evolution of theories of location and agglomeration into which Porter’s cluster fits. The evolution of Porter’s own conceptualisation of the cluster and how this relates to theoretical clarity surrounding the concept is explored. Comparative analysis of theories of location, agglomeration and clustering is provided to identify similarities and differences across the approaches and identify the added value of the cluster concept in relation to other approaches. Findings Clustering represents a process associated with spatial organisational form which may offer advantages in efficiency, effectiveness and flexibility. Cluster benefits can be appreciated through the lens of Young’s (1928) identified sources of increasing returns. A key aspect in clustering is revealed in terms of its role in enabling four sources of increasing returns. The authors outline how these sources of increasing returns are related to “soft” processes of networking, interaction and individual and collective learning. Porter’s Diamond is a self-reinforcing system which can permit increasing returns and reinforce such tendencies of economic activity within agglomerations. Originality/value Added value from Porter’s cluster concept is identified in the context of both its locational anchoring and in terms of its potential for understanding the role of exploitation of increasing returns for development. This points to the importance of focusing on clustering as a process rather than on cluster within typologies of organisational form. This implies that the nature of relationships (and how they change) within and across markets, institutions and actors lies at the heart of clustering because of their roles in knowledge-generation, including innovation, knowledge sharing and upgrading.

Light logics and higher-order processes

We show that the techniques for resource control that have been developed by the so-calledlight logicscan be fruitfully applied also to process algebras. In particular, we present a restriction of higher-order π-calculus inspired by soft linear logic. We prove that any soft process terminates in polynomial time. We argue that the class of soft processes may be naturally enlarged so that interesting processes are expressible, still maintaining the polynomial bound on executions.

ON PERTURBATIVE QCD OF HARD AND SOFT PROCESSES

We discuss some problems concerning the application of perturbative QCD to high energy processes. In particular for hard processes, we analyze higher order and higher twist corrections. It is argued that these effects are of great importance for understanding the behaviour of pion electromagnetic form factor at moderately large momentum transfers. For soft processes, we show that summing the contributions of the lowest twist operators leads to a Regge-like amplitude.