Self‐service – a contradiction in terms or customer‐led choice?

This paper explores the reality of self‐service today from the customer perspective and identifies what organisations need to do to maximise their contribution to improving customer service in the future. It is based on the findings of an extensive study, including original consumer research and analysis, undertaken by the Future Foundation that was sponsored by a consortium of companies consisting of Broadsystem, BT, mmO2, BUPA and GIMRA (General Insurance Market Research Association). It is structured around a series of questions that the research was designed to answer, with clear recommendations for businesses coming out of each section. Copyright © 2003 Henry Stewart Publications.     

How do symbols affect 3‐ to 4‐year‐olds' executive function? Evidence from a reverse‐contingency task

In two experiments, 330 3‐ to 4‐year‐olds competed for stickers in a game in which the optimal response strategy was to point to an empty box that their opponent would receive in order to obtain a baited box for themselves. When the baited box contained stickers, children showed a strong tendency to point at the baited box and therefore lose the stickers to their opponent. In Experiment 1 children performed better when the number of stickers to be won was represented with one of five different types of symbol: numerals, number words, dots, a photograph or sweets. In Experiment 2 children transferred their improved performance in symbolic conditions to non‐symbolic conditions. These findings suggest that symbols enable children to formulate an efficient response strategy, and that this effect may be qualitatively different in children from the effect of symbols in non‐human primates.     

‘Core Knowledges’: a dissociation between spatiotemporal knowledge and contact‐mechanics in a non‐human primate?

Human toddlers demonstrate striking failures when searching for hidden objects that interact with other objects, yet successfully locate hidden objects that do not undergo mechanical interactions. This pattern hints at a developmental dissociation between contact-mechanical and spatiotemporal knowledge. Recent studies suggest that adult non-human primates may exhibit a similar dissociation. Here, I provide the first direct test of this dissociation using a search paradigm with adult rhesus monkeys. Subjects watched as a plum rolled behind one of two opaque barriers. In Experiment 1, subjects had to locate the plum based on the position of a wall that blocked the plum's trajectory. Subjects searched incorrectly, apparently neglecting information about the location of the wall. However, subjects searched correctly in Experiments 2-4 when they were given spatiotemporal information about the plum's movement. Results indicate that adult monkeys use spatiotemporal information, but not contact-mechanical information, to locate hidden objects. This dissociation between contact-mechanical and spatiotemporal knowledge is discussed in light of developmental theories of core knowledge and the literature on object-based attention in human adults.     

A Meta‐Analytic Investigation of the Within‐Person Self‐Efficacy Domain: Is Self‐Efficacy a Product of Past Performance or a Driver of Future Performance?

We conducted a meta‐analysis to determine whether the within‐person self‐efficacy/performance relationship is positive, negative, or null and to compare the strength of the self‐efficacy/performance and past performance/self‐efficacy within‐person relationships. The self‐efficacy/performance within‐person corrected correlation was .23 but was weak and nonsignificant (ρ = .06) when controlling for the linear trajectory, revealing that the main effect was spurious. The past performance/self‐efficacy within‐person corrected correlation was .40 and remained positive and significant (ρ = .30) when controlling for the linear trajectory. The moderator results revealed that at the within‐person level of analysis: (a) self‐efficacy had at best a moderate, positive effect on performance and a null effect under other moderating conditions (ρ ranged from –.02 to .33); (b) the main effect of past performance on self‐efficacy was stronger than the effect of self‐efficacy on performance, even in the moderating conditions that produced the strongest self‐efficacy/performance relationship; (c) the effect of past performance on self‐efficacy ranged from moderate to strong across moderating conditions and was statistically significant across performance tasks, contextual factors, and methodological moderators (ρ ranged from .18 to .52). Overall, this suggests that self‐efficacy is primarily a product of past performance rather than the driving force affecting future performance.     

Is Open‐mindedness a Moral Virtue?

Is open‐mindedness a moral virtue? Surprisingly, this question has not received much attention from philosophers. In this paper, we fill this lacuna by arguing that there are good grounds for thinking that it is. In particular, we show that the extant account of open‐mindedness as a moral virtue faces an objection that appears to show that exercising the character trait may not be virtuous. To offset this objection, we argue that a much stronger argument can be made for the case that open‐mindedness is a moral virtue by appealing to the notion of moral understanding. Specifically, we provide a new rationale as to why we should exercise open‐mindedness and offer several arguments to allay the concern that doing so can at times cause us to be in an epistemically and morally weaker position.     

Righteous or self‐righteous anger? Justice sensitivity moderates defensive outrage at a third‐party harm‐doer

While bystanders' outrage over moral transgressions may represent a genuine desire to restore justice, such expressions can also be self‐serving—alleviating guilt and bolstering one's moral status. Four studies examined whether individual differences in observer justice sensitivity (JS_O) moderate the degree to which outrage at third‐party harm‐doing reflects concerns about one's own moral identity rather than justice per se. Among participants low (vs. high) in JS_O, feelings of guilt predicted greater outrage and desire to punish a corporation's sweatshop labor practices (Studies 1 & 2). Furthermore, affirming one's personal moral identity reduced outrage and support for punishing a corporate harm‐doer among those low, but not high in JS_O (Studies 3 & 4). Similar moderation was absent for other forms of justice sensitivity and just world beliefs. Effects were not explained by negative affect, empathy, personal harm, or political orientation. Results suggest that JS_O uniquely differentiates defensive and justice‐driven moral outrage (150/150).     

Community‐oriented primary care: a multidisciplinary community‐oriented approach to primary care?

Developing more of a local public health focus, and involving local communities in Great Britain in health care decision‐making, are key aspects of the radically changing face of primary care. Community‐oriented primary care (COPC) is an international model for innovative primary health care delivery historically applied in developing or deprived communities, but increasingly seen as having broader relevance for a wider range of primary care settings. COPC has a long history of development in deprived communities, it is still however seen as innovative. It fits the current requirements of clinical governance and the ‘Modern and Dependable NHS’, but does its long history also provide information about it's pitfalls? COPC is promoted as an approach that is applicable to community mental health problems, community psychologists can provide the expertise to facilitate addressing community mental health in COPC programmes. This paper describes the COPC model and highlights the relevance of the COPC philosophy and the problems of its implementation for community psychologists in primary care. Copyright © 2001 John Wiley & Sons, Ltd.     

What Underlies Appraisals? Experimentally Testing a Knowledge‐and‐Appraisal Model of Personality Architecture Among Smokers Contemplating High‐Risk Situations

ABSTRACT We tested a theoretical model of personality structures underlying patterns of intra-individual variability in contextualized appraisals. The KAPA (Knowledge-and-Appraisal Personality Architecture) model was tested experimentally among smokers appraising their efficacy to resist the urge to smoke in high-risk situations. In a novel design, we assessed self-knowledge and situational beliefs idiographically and employed cognitive priming to manipulate the accessibility of self-knowledge experimentally. The results confirmed the unique KAPA-model prediction that priming would affect appraisals in a contextualized manner. Priming positively valenced self-knowledge enhanced self-efficacy appraisals specifically within that subset of situations that were relevant to the primed knowledge. The results were consistent with the hypothesis that systems of self- and situational knowledge underlie consistency and variability in appraisals.     

The recognition heuristic in memory‐based inference: is recognition a non‐compensatory cue?

The recognition heuristic makes the strong claim that probabilistic inferences in which a recognized object is compared to an unrecognized one are made solely on the basis of whether the objects are recognized or not, ignoring all other available cues. This claim has been seriously challenged by a number of studies that have shown a clear effect of additional cue knowledge. In most of these studies, either recognition knowledge was acquired during the experiment, and/or additional cues were provided to participants. However, the recognition heuristic is more likely to be a tool for exploiting natural (rather than induced) recognition when inferences have to be made from memory. In our study on natural recognition and inferences from memory, around 85% of the inferences followed recognition information even when participants had learned three cues that contradicted recognition and when some of the contradictory cues were deemed more valid than recognition. Nevertheless, there were strong individual differences in the use of recognition. Whereas about half of the participants chose the recognized object regardless of the number of conflicting cues—suggestive of the hypothesized noncompensatory processing of recognition—the remaining participants were influenced by the additional knowledge. The former group of participants also tended to give higher estimates of recognition's validity. In addition, we found that the use of recognition for an inference may be affected by whether additional cue knowledge has been learned outside or within the experimental setting. Copyright © 2007 John Wiley & Sons, Ltd.     

Are practitioners incorporating a strengths‐focused approach when working with multi‐problem poor families?

Multi‐problem poor families have been characterized as dysfunctional and chaotic, and problem‐centred interventions have been developed. However, the activation of families' strengths has shown itself to be an important tool for intervention, hence the relevance of promoting the incorporation of a strengths‐focused approach. So, it becomes important to determine to what extent practitioners are thinking of incorporating a strengths‐focused approach when working with these families. To achieve this goal, a semi‐structured interview was administered to 23 practitioners. The findings suggest that practitioners are able to identify strengths but do not think in a strengths‐focused way. The main obstacles are: ambiguity in the definition of strengths, a focus on problems, lack of confidence in the possibility of improvement in the lives of families. Copyright © 2006 John Wiley & Sons, Ltd.     

Does a Judicial Warning Improve Defendant‐Culprit Matching?

During a trial, jurors may be asked to compare the defendant with video of the culprit. Yet matching unfamiliar people in this manner can be difficult and error‐prone. Judges may warn jurors about the dangers of identification from video images, but the effect of warnings is unknown. Here we report two studies that assessed the effect of warning instructions on defendant‐culprit matching. In Experiment 1, college students read either control, warning, or illustrated warning instructions before deciding if a defendant seen in one video matched the culprit in another video. Experiment 2 compared control and warning instructions in a sample of Amazon Mechanical Turk workers. Matching accuracy in both experiments was poor, and warnings did not consistently improve performance or make participants more cautious. These results do not support the supposition that warning instructions help jurors compare the defendant to images of the culprit.Copyright © 2016 John Wiley & Sons, Ltd.     

Delusion‐proneness or miscomprehension? A re‐examination of the jumping‐to‐conclusions bias

Previous research has consistently shown that individuals with delusions typically exhibit a jumping‐to‐conclusions (JTC) bias when administrated the probabilistic reasoning ‘beads task’ (i.e., decisions made on limited evidence and/or decisions over‐adjusted in light of disconfirming evidence). However, recent work in this area has indicated that a lack of comprehension of the task may be confounding this finding. The purpose of the present study was to evaluate the influence of task administration, delusion‐proneness, and miscomprehension on the elucidation of the JTC bias. A total of 92 undergraduate university students were divided into one of two task conditions (i.e., non‐computerised and computerised) and were further identified as either delusion‐prone or non‐delusion‐prone and as comprehending or non‐comprehending the task. Overall, 25% of the sample demonstrated a JTC bias, and just over half made illogical responses consistent with a failure to comprehend the task. Qualitative evidence of comprehension revealed that these ‘illogical responses’ were being driven by a misunderstanding of task instructions. The way the task was administrated and levels of delusion‐proneness did not significantly influence JTC. However, miscomprehending participants were significantly more likely to exhibit the bias than those who did comprehend. These results suggest that miscomprehension rather than delusion‐proneness may be driving the JTC bias, and that future research should include measures of miscomprehension.     

Does John Henry Newman Have a Theo‐Drama?

The essay surveys Newman's work in literary drama, from an early essay on Aristotle's Poetics to his adaptation of Roman comedies for production at the Oratory School, in order to approach his affinities with Hans Urs von Balthasar's theological dramatic theory. Newman does not find a Balthasarian theo‐drama via literary drama – perhaps because he was not properly exposed to medieval religious drama – but scattered dramatic analogies in his history writing suggest that he undertakes a theo‐drama in that genre. Von Balthasar and Newman employ dramatic analogies to reject chiliastic apocalyptic and foster ‘keromatic’ apocalyptic.     

Can regenerated inner‐city areas remain sites of public‐place sociability? Psycho‐social processes predicting public sociability in a changing neighbourhood

The processes of urban regeneration of long‐disinvested inner‐city neighbourhoods today happening in many European cities sometimes dramatically transform residents' traditional uses of their public places. Focusing on a neighbourhood renowned for its traditional public place sociability – Mouraria, in Lisbon – this study explored the psychosocial processes that may shape the maintenance of that sociability in the face of increasing social diversification and small‐scale gentrification brought about by a mixed/bottom‐up regeneration plan. A questionnaire survey (n = 201) with two types of residents (“traditional residents” and “new gentrifiers”) indicated that: (a) both types report using Mouraria's public places for socializing, although traditional residents do so to a greater degree; (b) perceived cultural continuity of the neighbourhood is positively related to public place sociability for both groups; and (c) this relationship is mediated by both place identification and place knowledge; but (d) it is not moderated by type of resident. By implication, we argue that regenerated inner‐city neighbourhoods may remain as places of lively public sociability and companionship if residents are able to forge and/or retain a sense of identification with, and intimate knowledge of, the neighbourhood, and view it as maintaining continuity with the past.     

Is short‐term memory involved in decision making? Evidence from a short‐term memory patient

It is reasonable to suggest that working memory (WM; Baddeley & Hitch, 1974 ) is involved in decision making, as decision making is dependent on the ability to remember and update past choices and outcomes. However, contradictory results have been reported in the literature concerning the role of two of its components, namely the central executive and the phonological loop. In order to investigate the role of these components in the decision‐making process, we tested a patient with intact central executive but impaired phonological loop on a laboratory decision‐making task involving hypothetical gambles (gambling task, GT). When tested in a no‐load condition (simple keypress task), her performance was not significantly different from that of matched controls. We also verified whether her performance would be affected differently by memory‐load when compared with control subjects. The memory task (holding a string of letters in memory) loaded WM without incurring number‐number interference. When the memory‐load was imposed during the GT, both the patient and the controls showed a decline in performance, but the strategy they adopted differed. Possible explanations are discussed. In conclusion, our results suggest that the phonological loop is not directly involved in decision making.     

Is Salesperson Attractiveness a Boon or a Bane? The Moderating Role of Perceived Labor Cost‐To‐Price Ratio in Retail Bargaining

This research examines the important but unexamined effects of salesperson attractiveness on consumer bargaining behavior in retail contexts. In line with our theorizing, three studies demonstrate that the effect of salesperson attractiveness on consumer bargaining depends on their general beliefs regarding the impact of labor costs on retail prices. While consumers bargain less with an attractive salesperson when their labor costs‐to‐price (LP) ratio beliefs are relatively low, they bargain harder with an attractive, as opposed to a less attractive, salesperson, when their LP ratio beliefs are relatively high. As well, we provide evidence for the process, based on the salesperson's perceived trustworthiness and consumers' consequent bargaining stance toward her.