Recent Research Projects

Customer incivility in the moment: immediate and delayed reactions to customer verbal and non-verbal behaviour

2016/17-2019/20 • $97,860 • PI,CO
Introduction: Our research program will improve our understanding of customer incivility, a pervasive yet understudied phenomenon in organizations. These headlines: Call centre staff need counseling as rage increases (Mundy, 2012, ABC Online) and Customer anger causes emotional injuries to...

I take it, you can too, or can you - employee history of mistreatment by customers and abuse of service employees

2017/18-2019/20 • $53,298 • PI,CO
Service employees are customers in other settings - at stores, in hospitals, on airplanes. Customer mistreatment of service employees, "low-quality interpersonal treatment that employees receive from customers during service interactions" (Koopmann, Wang, Liu, & Song, 2015, p. 34), is pervasive....

Organizational-level customer mistreatment from the human resources perspective

2012/13-2015/16 • $122,806 • PI,CO
Introduction & Research Motivation: In 2010, a JetBlue employee quit following an altercation with a customer attracting international media attention. Customers often mistreat employees by yelling, swearing, and threatening them. Research on customer mistreatment of employees, and employee...

Patents

NUCLEIC ACID-CONTAINING LIPID PARTICLES AND RELATED METHODS

The present invention provides a method for preparing nucleic acid-lipid nanoparticles comprising the cationic lipid DLinKC2-DMA using a microfluidic mixing device, wherein the resulting nucleic acid-lipid nanoparticles exhibit smaller particle diameter and greater core density than nucleic acid-lipid nanoparticles of the same formulation produced b\ the conventional preformed vesicle method
Related applications: CA20102816925, WO2010CA01766, EP20100851175, EP20100851175