Chance-lowering causes

Philosophers have long been fascinated by the connection between cause and effect: are 'causes' things we can experience, or are they concepts provided by our minds? The study of causation goes back to Aristotle, but resurged with David Hume and Immanuel Kant, and is now one of the most important topics in metaphysics. Most of the recent work done in this area has attempted to place causation in a deterministic, scientific, worldview. But what about the unpredictable and chancey world we actually live in: can one theory of causation cover all instances of cause and effect?Cause and Chance: Causation in an Indeterministic Worldis a collection of specially written papers by world-class metaphysicians. Its focus is the problem facing the 'reductionist' approach to causation: the attempt to cover all types of causation, deterministic and indeterministic, with one basic theory.

Zoo Tourism

This paper reviews and evaluates zoo tourism worldwide, including the scope of the industry, its key issues and its impacts on wildlife, host communities and economies, and provides guidelines for its further development and sustainability. It is a paper that has been widely used by the zoo industry particularly as a basis for evaluating its scope, impact and development. Tribe, A. was the sole author.

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.