“Killing them with kindness”? A study of service employees' responses to uncivil customers

Experiencing uncivil customers is a frequent reality for many people working in the service industry. Past research has established that dealing with uncivil customers can be distressing for employees and can sometimes lead them to engage in reciprocal, discourteous behavior. The purpose of our research is to delve deeper into the experience of customer incivility from the perspective of service employees in order to better understand the various ways in which they respond to customer incivility. We conducted 64 interviews with service employees across an array of occupations and developed a typology of responses to customer incivility. These responses fell into four categories based on the extent to which service employees' actions were intended to promote social harmony (and therefore could broadly be considered civil or uncivil), as well as their perceived agency in the situation. We describe how each response was associated with different interpersonal and intrapersonal consequences and explain the implications of our typology for management theory and practice.     

Transfer of natural and anthropogenic radionuclides to ants, bryophytes and lichen in a semi-natural ecosystem

Few data are available to quantify the transfer of both natural and anthropogenic radionuclides to detritivorous invertebrates to facilitate estimation of the internal dose to such biota in models used to assess radiation exposure. To enhance the available data, activity concentrations of ¹³⁷Cs, ⁴⁰K, ⁹⁰Sr, ^239?+?240Pu, ²⁴¹Am, ²³⁵U and ²³⁸U were measured in ants (Formicidae) and corresponding undisturbed soil collected from the Zlatibor mountain in Serbia and ant/soil concentration ratios (CR) calculated. The ²⁴¹Am concentration ratios for ants were fourfold higher than those calculated for ants in a previous study whereas they are similar to the more numerous data previously reported for a range of detritivorous invertebrates in other studies. CR values for ¹³⁷Cs in ants were similar to the few other reported values and slightly lower than those for a range of detritivorous invertebrates. Those for ^239?+?240Pu were slightly higher than those for ants in two other studies but they were close to upper limit of a range of data reported for detritivorous invertebrates. All the CR values will be included in a future revision of the ERICA Tool database and will particularly improve the information available for uranium.     

Estimating rainforest biomass stocks and carbon loss from deforestation and degradation in Papua New Guinea 1972–2002: Best estimates,uncertainties and research needs

Reduction of carbon emissions from tropical deforestation and forest degradation is being considered a cost-effective way of mitigating the impacts of global warming. If such reductions are to be implemented, accurate and repeatable measurements of forest cover change and biomass will be required. In Papua New Guinea (PNG), which has one of the world's largest remaining areas of tropical forest, we used the best available data to estimate rainforest carbon stocks, and emissions from deforestation and degradation. We collated all available PNG field measurements which could be used to estimate carbon stocks in logged and unlogged forest. We extrapolated these plot-level estimates across the forested landscape using high-resolution forest mapping. We found the best estimate of forest carbon stocks contained in logged and unlogged forest in 2002 to be 4770 Mt (±13%). Our best estimate of gross forest carbon released through deforestation and degradation between 1972 and 2002 was 1178 Mt (±18%). By applying a long-term forest change model, we estimated that the carbon loss resulting from deforestation and degradation in 2001 was 53 Mt (±18%), rising from 24 Mt (±15%) in 1972. Forty-one percent of 2001 emissions resulted from logging, rising from 21% in 1972. Reducing emissions from logging is therefore a priority for PNG. The large uncertainty in our estimates of carbon stocks and fluxes is primarily due to the dearth of field measurements in both logged and unlogged forest, and the lack of PNG logging damage studies. Research priorities for PNG to increase the accuracy of forest carbon stock assessments are the collection of field measurements in unlogged forest and more spatially explicit logging damage studies.     

Public Awareness and Concern with Air Pollution in the St. Louis Metropolitan Area

The public attitudes survey involving St. Louis City, St. Louis County, and Madison and St. Clair Counties, Illinois, was completed and published in the fall of 1964. A total of 1002 respondents gave needed information for the development of an acceptable abatement program. Substantial proportions from the study area expressed the view that they have had some negative reaction to the quality of the air. These respondents indicated that air pollution meant, primarily, odor and smoke with residents of some localities indicating other significant elements. The interviewed persons felt that factories and businesses were the prime causal agents in the existence of air pollution. Over 90 percent of all respondents felt that some governmental agency should do something about air pollution in the St. Louis area, with some bi-state metropolitan agency being the principal choice. The residents also expressed a willingness to pay minimal tax support for such a program. Indications as to the significance of air pollution in a general problems context, difference in attitudes between sub-sections of the study area, and more detailed analysis of the problem, its causes, and possible cures are contained in the study r     

Screening and prioritisation of chemical risks from metal mining operations, identifying exposure media of concern

Metals have been central to the development of human civilisation from the Bronze Age to modern times, although in the past, metal mining and smelting have been the cause of serious environmental pollution with the potential to harm human health. Despite problems from artisanal mining in some developing countries, modern mining to Western standards now uses the best available mining technology combined with environmental monitoring, mitigation and remediation measures to limit emissions to the environment. This paper develops risk screening and prioritisation methods previously used for contaminated land on military and civilian sites and engineering systems for the analysis and prioritisation of chemical risks from modern metal mining operations. It uses hierarchical holographic modelling and multi-criteria decision making to analyse and prioritise the risks from potentially hazardous inorganic chemical substances released by mining operations. A case study of an active platinum group metals mine in South Africa is used to demonstrate the potential of the method. This risk-based methodology for identifying, filtering and ranking mining-related environmental and human health risks can be used to identify exposure media of greatest concern to inform risk management. It also provides a practical decision-making tool for mine acquisition and helps to communicate risk to all members of mining operation teams.     

Biological responses to sediment remediation based on thin layer placement near a former pulp mill in Ward Cove, AK (USA)

In 2001, 28 acres of the bottom of Ward Cove, AK (USA) were remediated using thin layer placement, to enhance the natural recovery of contaminated sediments. The remediated areas were part of an 80-acre area of concern identified offshore from the site of a former sulfite pulp mill. The primary chemicals of concern were those commonly associated with organic enrichment near pulp mills: ammonia and 4-methylphenol. The primary remedial objectives were to reduce the toxicity of the contaminated sediments and to stimulate colonization of the remediated areas by benthic macroinvertebrates. In 2004, the initial monitoring event for the remediated areas was conducted, and included evaluations of physical/chemical sediment variables (i.e., total organic carbon, grain size distribution, ammonia, and 4-methylphenol), sediment toxicity (i.e., using the 10-day amphipod survival test with Eohaustorius estuarius), and in situ benthic macroinvertebrate communities. Results of the monitoring event showed that conditions in the remediated areas had improved considerably in the 3 years since thin layer placement had occurred. At most stations, concentrations of both ammonia and 4-methylphenol were very low, and amphipod survival was >or=90%. In addition, benthic macroinvertebrates appeared to be rapidly colonizing the remediated areas, based on evaluations of several community metrics (i.e., taxa richness, diversity, and dominance), as well as key indicator species of organic enrichment and associated transitional areas (i.e., primarily the polychaetes Capitella capitata and Nephtys cornuta, and the bivalve molluscs Axinopsida serricata and Parvilucina tenuisculpta). In general, colonization was consistent with the patterns identified for areas recovering from organic enrichment on the continental shelf of southern California and elsewhere. Based on these results, thin layer placement was considered successful in enhancing the natural recovery of the remediated sediments in Ward Cove.     

民航与环境

国际民航组织(ICAO)理事会的航空环境保护委员会(cAEP)提出了与民航有关的主要的环境问题:飞机噪音和来自飞机发动机的排放.在源头减少飞机的噪音是CAEP的工作重点,但是消除噪声和土地利用计划也受到相当大的注意.有关排放的工作可分为三类:技术和标准、管理措施和基于市场的机制.国际民航组织通过技术合作和培训计划给一些国家提供与环境有关的帮助.     

First-trimester screening: dealing with the fall-out

The articles collected together in this issue describe first-trimester screening for a variety of complications. With the advance of both technology and research, early pregnancy screening is becoming ever more sophisticated and complex. While there are clear benefits to most women receiving early reassurance that their baby is developing as expected, there is no evidence to suggest that an earlier prenatal diagnosis has less long-term emotional impact than at later gestations. The poignancy of ultrasound images for many parents means that it can be especially difficult to manage the anxiety when an ultrasound marker is highlighted as potential cause for concern. They can then face a journey of anxiety-laden uncertainty, which can extend through much of the pregnancy, and even beyond. Professionals involved in screening need to recognise and acknowledge such adverse side-effects and develop the skills necessary to help parents understand and cope with the uncertainties inherent in the process. Copyright © 2011 John Wiley & Sons, Ltd.