Emotional Labour and Work-Family Conflict in Voice-to-Voice and Face-to-Face Customer Relations: A Multi-Group Study in Service Workers.

Professions that involve interaction with customers entail great emotional effort: workers are required to show emotions different from their true feeling and they experienced emotional dissonance and verbal aggression from customers. These job demands can generate discomfort and the effects of emotional labour can "expand" in other life domains. The study investigated the relationship among emotional dissonance, customer verbal aggression, affective discomfort at work and work-family conflict, considering differences between two groups of service workers: call centre agents (CA; N = 507, voice-to-voice relation with customers) and supermarket cashiers (SC; N = 444, face-to-face relation with customers). Results showed that emotional dissonance and customer verbal aggression had a positive relationship with work-family conflict, the mediational role of affective discomfort emerged in both groups; different effects of job demands in subsamples appeared. Suggestions for organisations and work processes emerged in order to identify practical implications useful to support employees in coping with emotional labour and to promote well-being and work-family balance.

Assessing stakeholders' risk perception to promote Nature Based Solutions as flood protection strategies: The case of the Glinscica river (Slovenia).

Evidences from flood risk management demonstrated that a deep understanding of the main physical phenomena to be addressed is often not enough but should be also integrated with stakeholders' knowledge and risk perception. Particularly, the effectiveness of flood risk management strategies is highly dependent on stakeholders' perception and attitudes, which play a critical role on how individuals and institutions act to mitigate risks. Furthermore, practitioners and policy-makers realized that grey infrastructures may not be the most suitable solution to reduce flood risk, and that a shift from grey solutions to Nature Based Solutions is required. Within this framework, the present work describes a methodology to enhance the Nature Based Solutions implementation by facilitating the generation, acquisition and diffusion of different stakeholders' risk perceptions. It is based on the combination of Problem Structuring Methods for the elicitation of stakeholders' risk perceptions through individual Fuzzy Cognitive Maps, and Ambiguity Analysis for the investigation of differences in risk perceptions and problem framing. The outputs of the Ambiguity Analysis, used during a participatory workshop, facilitated a dialogue aligning the divergences and promoting the social acceptance of Nature Based Solutions. These results of the implementation of this multi-step methodology in the Glinscica river basin (Slovenia) are discussed.

Optimization of microwave digestion for mercury determination in marine biological samples by cold vapour atomic absorption spectrometry.

Optimization of acid digestion method for mercury determination in marine biological samples (dolphin liver, fish and mussel tissues) using a closed vessel microwave sample preparation is presented. Five digestion procedures with different acid mixtures were investigated: the best results were obtained when the microwave-assisted digestion was based on sample dissolution with HNO3-H2SO4-K2Cr2O7 mixture. A comparison between microwave digestion and conventional reflux digestion shows there are considerable losses of mercury in the open digestion system. The microwave digestion method has been tested satisfactorily using two certified reference materials. Analytical results show a good agreement with certified values. The microwave digestion proved to be a reliable and rapid method for decomposition of biological samples in mercury determination.