“I feel your pain”: A critical review of organizational research on empathy

Empathy, a multidimensional construct comprised of cognitive, affective, and behavioral dimensions, has been advanced as a critical predictor of prosocial behavior and effectiveness in the workplace. However, despite organizational interest in empathy, there is a lack of consensus on what empathy is, how empathy should be measured, and how empathy research can meaningfully contribute to our understanding of organizational behavior. This paper aims to provide a roadmap for researchers and practitioners interested in empathy in the workplace. We first provide an updated overview of the state of the broader multidisciplinary literature on empathy. On the basis of this literature, we outline the three dimensions of empathy, discuss the distinctions between state/trait and observer/judged empathy, and compare empathy with related constructs. This integrated multidimensional conceptualization provides the basis for our critical review and recommendations. We review the organizational research on empathy (1983–2018), identifying critical issues with how empathy has been conceptualized, measured, and designed, and offer practical recommendations for the advancement of organizational research on empathy. We conclude by highlighting two fundamental questions: (a) is empathy associated with important outcomes of interest to organizations and employees, and (b) can empathy be changed, and if so, how?     

Changes in mineralogical and leaching properties of converter steel slag resulting from accelerated carbonation at low CO2 pressure

Steel slag can be applied as substitute for natural aggregates in construction applications. The material imposes a high pH (typically 12.5) and low redox potential (Eh), which may lead to environmental problems in specific application scenarios. The aim of this study is to investigate the potential of accelerated steel slag carbonation, at relatively low pCO₂ pressure (0.2 bar), to improve the environmental pH and the leaching properties of steel slag, with specific focus on the leaching of vanadium. Carbonation experiments are performed in laboratory columns with steel slag under water-saturated and -unsaturated conditions and temperatures between 5 and 90 °C. Two types of steel slag are tested; free lime containing (K3) slag and K1 slag with a very low free lime content. The fresh and carbonated slag samples are investigated using a combination of leaching experiments, geochemical modelling of leaching mechanisms and microscopic/mineralogical analysis, in order to identify the major processes that control the slag pH and resulting V leaching. The major changes in the amount of sequestered CO₂ and the resulting pH reduction occurred within 24 h, the free lime containing slag (K3-slag) being more prone to carbonation than the slag with lower free lime content (K1-slag). While carbonation at these conditions was found to occur predominantly at the surface of the slag grains, the formation of cracks was observed in carbonated K3 slag, suggesting that free lime in the interior of slag grains had also reacted. The pH of the K3 slag (originally pH ± 12.5) was reduced by about 1.5 units, while the K1 slag showed a smaller decrease in pH from about 11.7 to 11.1. However, the pH reduction after carbonation of the K3 slag was observed to lead to an increased V-leaching. Vanadium leaching from the K1 slag resulted in levels above the limit values of the Dutch Soil Quality Decree, for both the untreated and carbonated slag. V-leaching from the carbonated K3 slag remained below these limit values at the relatively high pH that remained after carbonation. The V-bearing di-Ca silicate (C2S) phase has been identified as the major source of the V-leaching. It is shown that the dissolution of this mineral is limited in fresh steel slag, but strongly enhanced by carbonation, which causes the observed enhanced release of V from the K3 slag. The obtained insights in the mineral transformation reactions and their effect on pH and V-leaching provide guidance for further improvement of an accelerated carbonation technology.     

“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.     

Cytochrome c adducts with PCB quinoid metabolites

Polychlorinated biphenyls (PCBs) are a group of 209 individual congeners widely used as industrial chemicals. PCBs are found as by-products in dye and paint manufacture and are legacy, ubiquitous, and persistent as human and environmental contaminants. PCBs with fewer chlorine atoms may be metabolized to hydroxy- and dihydroxy-metabolites and further oxidized to quinoid metabolites both in vitro and in vivo. Specifically, quinoid metabolites may form adducts on nucleophilic sites within cells. We hypothesized that the PCB-quinones covalently bind to cytochrome c and, thereby, cause defects in the function of cytochrome c. In this study, synthetic PCB quinones, 2-(4′-chlorophenyl)-1,4-benzoquinone (PCB3-pQ), 4-4'-chlorophenyl)-1,2-benzoquinone (PCB3-oQ), 2-(3′, 5′-dichlorophenyl)-1,4-benzoquinone, 2-(3′,4′, 5′-trichlorophenyl)-1,4-benzoquinone, and 2-(4′-chlorophenyl)-3,6-dichloro-1,4-benzoquinone, were incubated with cytochrome c, and adducts were detected by liquid chromatography-mass spectrometry (LC-MS) and matrix-assisted laser desorption/ionization time of flight mass spectrometry (MALDI TOF). Sodium dodecyl sulfate polyacrylamide gel electrophoresis (SDS-PAGE) was employed to separate the adducted proteins, while trypsin digestion and liquid chromatography-tandem mass spectrometry (LC-MS/MS) were applied to identify the amino acid binding sites on cytochrome c. Conformation change of cytochrome c after binding with PCB3-pQ was investigated by SYBYL-X simulation and cytochrome c function was examined. We found that more than one molecule of PCB-quinone may bind to one molecule of cytochrome c. Lysine and glutamic acid were identified as the predominant binding sites. Software simulation showed conformation changes of adducted cytochrome c. Additionally, cross-linking of cytochrome c was observed on the SDS-PAGE gel. Cytochrome c was found to lose its function as electron acceptor after incubation with PCB quinones. These data provide evidence that the covalent binding of PCB quinone metabolites to cytochrome c may be included among the toxic effects of PCBs.     

Extra-pair paternity and the reproductive role of male floaters in the tree swallow (Tachycineta bicolor)

In many avian species, a part of the population is present at the breeding grounds but does not breed. Current theories generally assume that floaters are younger or lower-quality individuals, and empirical data confirm this. However, floating could also arise as an alternative strategy to breeding, if floaters are able to reproduce via extra-pair copulations. Until the present study, there has been no evidence that floaters father offspring. We studied a population of tree swallows (Tachycineta bicolor), a species with one of the highest levels of extra-pair paternity known in birds. Using microsatellite markers, we determined the biological fathers of 65% of the extra-pair young. Of a total of 53 extra-pair young (52% of all offspring), 47% were fathered by local residents, 6% by residents breeding elsewhere (up to 2 km from the focal grid), and 13% by floaters. Residents seemed to be more successful and they were also more likely to return as territory holders in the next breeding season compared to floaters. Extra-pair males were on average in better condition than the within-pair males they cuckolded. Interestingly, resident males that disappeared (possibly to float) during the fertile period were heavier than males that stayed, and floaters were heavier than residents, but not different in any other characteristic. Although alternative interpretations of the data are possible, we propose that floating might be a conditional strategy in tree swallows whereby males in good condition gain more paternity via extra-pair copulations, whereas males in worse condition are more successful by providing parental care.     

Improving the farmland biodiversity value of riparian buffer strips: conflicts and compromises

The intensity of management of lowland grassland fields in the United Kingdom, coupled with the fact that such grasslands dominate much of the lowland landscape, means that there are now few opportunities for many plants, invertebrates, birds, or mammals to survive. The Scottish Agricultural College (SAC) has investigated whether fencing off the margins of such fields next to watercourses to control diffuse pollution has any positive impacts on biodiversity, based on assessments of vegetation composition and condition and structure of assemblages of invertebrates of importance as foodstuffs to farmland birds. Fencing watercourses increased the abundance of key groups of invertebrates. However, the invertebrate species diversity was not increased unless the margins were ≥ 5.4 m in width. Margins established in the study area to prevent access by livestock to watercourses or to enhance biodiversity are generally ≤ 2.6 m wide and are therefore unlikely to provide conditions for additional invertebrate species to use. The dense, tall swards within such margins are also unlikely to provide foraging opportunities for farmland birds. Management (such as low-intensity grazing by livestock in the margins) is essential to provide the conditions required for these groups, but this could conflict with the diffuse pollution mitigation aims. A compromise is proposed whereby limited autumn/winter grazing by livestock could be used to open the vegetation structure in the margins. Grazing by livestock at that time may be acceptable since it is not occurring in the period of main diffuse pollution concern (i.e., the fecal contamination of watercourses and bathing waters in the spring and summer). It is also essential that a landscape-scale approach is taken, driven by knowledge of the full needs of the species concerned, when deciding where best to target agri-environmental actions aimed at farmland bird conservation.     

Catalytic ozonation of 2,4-dichlorophenoxyacetic acid using alumina in the presence of a radical scavenger

Using a laboratory-scale mixed reactor, the performance of alumina in degrading 2,4-Dichlorophenoxyacetic acid with ozone in the presence of tert-butyl alcohol radical scavenger was studied. The operating variables investigated were the dose of alumina catalyst and solution pH. Results showed that using ozone and alumina leads to a significant increase in 2,4-D removal in comparison to non-catalytic ozonation and adsorption processes. The observed reaction rate constants (k(obs)) for 2,4-D during ozonation were found to increase linearly with increasing catalyst dose. At pH 5, the k(obs) value increased from 19.3 to 26 M(-1) s(-1) and 67 M(-1) s(-1) when varying the alumina dose from 1 to 2 and 4 g L(-1), respectively. As pH was increased, higher reaction rates were observed for both non-catalytic ozonation and catalytic ozonation processes. Thus, at pH 3 and using a catalyst dose of 8 g L(-1), the k(obs) values for non-catalytic ozonation and catalytic ozonation processes were 3.4 and 58.9 M(-1) s(-1), respectively, whereas at pH 5 reaction rate constants of 6.5 and 128.5 M(-1) s(-1) were observed, respectively. Analysis of total organic carbon suggested that catalytic ozonation with alumina achieved a considerable level of mineralization of 2,4-D. Adsorption of 2,4-D on alumina was found to play an important role in the catalytic ozonation process.     

Reactive and Unreactive Hydrocarbon Emissions from Gas Turbine Engines

Hydrocarbon emissions from gas turbine engines can be divided into unreactive and reactive components. The unreactive component consists of paraffins which do not take part in smog producing reactions with NO_x. The reactive portion includes olefins, aro-matics and oxygenated derivatives of hydrocarbons which take part in smog producing reactions with NO_x. Odor is attributed normally to the aromatics and oxygenates.

Previous work led to the development of a high temperature subtractive analyzer (APCA 22, 696 (1972) which separates hydrocarbon emissions into a) paraffins and b) aromatics, olefins, and oxygenates. Liquid chromatographic techniques have also been used to separate the hydrocarbons into a) aliphatics, b) aromatics, and c) oxygenates. These aliphatics include olefins.

In this work, engine emissions have been analyzed by these two techniques as a function of engine type, engine thrust (power) and fuel type. Specific engines tested were JT4, JT3D and JT9D. Fuels studied were JP5, and Jet A fuel. Power settings ranged from sub idle to high power. Results using the high temperature subtractive analyzer indicate that the % unreactive hydrocarbons ranges from 30 % at idle to near zero at high power for these engine types and fuels. In general, the higher the total hydrocarbon level, the higher the % unreactive hydrocarbons. Total hydrocarbons decrease sharply with increase in thrust. The emissions from different types of engines at various power settings were collected on an adsorbent Chromosorb 102 and the adsorbate analyzed by liquid chromatographic techniques at A. D. Little, Inc. These results showed similar trends from low power to high power. The oxygenate fraction increased and aliphatic portion decreased. However, the data for this portion of the work were very limited and no firm conclusions can be drawn.