服务提供者交际活动与顾客忠诚的关系

对Koermer的"服务提供者交际活动量表"(Service Provider Sociality Scale)修订以形成适合中国文化背景的服务提供者交际活动量表,根据顾客忠诚的研究编制了顾客忠诚量表,顾客忠诚包括对服务提供者的个人忠诚及与服务提供者所在组织的组织忠诚。先后对684名被试进行调查,探索性因素分析和验证性因素分析结果表明,服务提供者交际活动有三个因素构成——礼节性交际活动、社会性交际活动、私密性交际活动。回归分析表明,社会性交际活动是顾客忠诚的最重要预测变量。     

The impact of different product formats on inaction inertia

ABSTRACT

The inaction inertia effect describes situations in which a person rejects an opportunity after having forgone a relatively superior opportunity. This study explores whether product format (hedonic vs. utilitarian) affects the inaction inertia effect. The authors build on previous findings that show comparisons of utilitarian benefits are easier than hedonic benefits, and hedonic consumption (vs. utilitarian consumption) usually generates greater pleasure. The authors propose that people show higher inaction inertia after they have missed a superior utilitarian consumption opportunity than after they have missed a superior hedonic consumption opportunity. This prediction was tested and supported in three different experiments. Moreover, the authors found that differences in comparability between products, rather than the hedonic pleasure, explain differences in inaction inertia effects. These findings contribute to the inaction inertia literature and marketing practice.     

A study of emotion and reason in products and services

This study investigates the relationship between emotion, reason and perceived risk. Evidence is presented using an aggregative data set of 146 products and services which were randomly selected from the SIC (Standard Industrial Classification Codes) manual. It is demonstrated that emotional factors account for a significant and substantial portion of the variance in perceived risk even after the effect of rational factors (perceived differences between alternatives) has been taken into account. It is suggested that emotion be explicitly modelled in future conceptualisations of perceived risk. Copyright © 2002 Henry Stewart Publications.     

The Selection of Freebies and the Preference for Freebie Promotions—A Perspective on Item Characteristics

Research on consumer decision making has mainly focused on individual products; however, many products are purchased with other items as part of a promotional package. This paper explores how the characteristics (hedonic versus utilitarian) of the items in freebie promotional packages (e.g., buy one item and get a different item for free) influence consumers' preference for the promotional package. Additionally, the authors examine how the characteristics of the focal item influence consumers' choice of either a hedonic or a utilitarian freebie item. Five experiments, rooted in the concepts of consumer avoidance of overloading negative emotions and motivation to seek hedonic pleasure, show that a package with one utilitarian and one hedonic item generates higher purchase intentions and willingness to pay than a package with either two hedonic or two utilitarian items. Furthermore, consumers who purchase a hedonic (utilitarian) focal item are more likely to choose a utilitarian (hedonic) freebie. These effects exist not only in hypothetical scenarios but also in an incentive‐compatible design. Moreover, the impact of the focal item characteristics on consumer choice of freebie is moderated by acquisition format and time separation. The authors also explore the internal mechanism influencing consumers' freebie choices. The findings have significant implications for both theory and practice. Copyright © 2016 John Wiley & Sons, Ltd.     

产品类型对购物冲量效应的调节作用分析

基于享乐品-实用品有关研究及购物冲量效应, 考察产品类型对购物冲量效应的调节作用及其内在机制。实验一通过现场研究验证购买实用品提高后续购买概率, 购买享乐品降低其概率; 实验二为实验室实验, 再次验证该调节作用, 并验证内在原因：购买享乐品更可能激发内疚感、花钱的痛苦甚至负面自我形象和高层次目标, 导致理由性思维占主导, 前次购买引发的应用思维定式受到削弱。相比于实用品, 购买享乐品引发购物冲量效应的可能性更低。     

价值观对蓄意创伤受害者创伤后应激障碍症状的影响

探讨价值观对蓄意创伤受害者创伤后应激障碍（Posttraumatic Stress Disorder ,简称PTSD）症状的影响方式。方法：采用事件冲击量表、受害人认可评价量表、施瓦兹价值观量表作为测查工具,测查了163 名蓄意创伤受害者。结果：（1）蓄意创伤受害者的PTSD三大症状表现有显著差异,闯入症状水平最高,回避症状水平次之,高警觉症状水平最低。（2）蓄意创伤受害者所持的价值观和对外界接纳的评价能较好地预测PTSD三大症状。（3）内敛价值类型通过诸如社会接纳等反映外在标准的因素影响PTSD的闯入症状。结论：蓄意创伤受害者PTSD症状表现有其自身的特点,对外界接纳的评价和自身所持的价值观对其PTSD症状有直接或间接的影响     

顾客公平、情绪体验与员工情绪劳动的关系

采用情景故事法模拟八个顾客公平情景,对160名接线员情绪劳动进行测量,并比较不同故事情景下员工情绪劳动的差异。结果表明,公平感与员工情绪体验正相关显著,二者均与员工情绪劳动负相关显著;在顾客对员工自身或同事公平的情景下,完成情绪劳动付出的意志努力显著低于在顾客对员工自身或同事不公情景中付出意志努力;但在顾客对员工或同事一方不公平及都不公平情景下,情绪劳动差异不显著,员工完成情绪劳动均需付出的较高意志努力,但会显著高于顾客对员工或同事都公平的情景中完成情绪劳动付出的意志努力,即无论顾客对员工自己不公平还是对同事不公平及二者都不公平,只要有不公平情境的存在,员工都需要付出较多的意志努力完成情绪劳动。     

Satisfaction,loyalty and word of mouth within the customer base of a utility provider: differences between stayers,switchers and referral switchers

Research on satisfaction, loyalty and word of mouth (WOM) behaviour has made considerable progress within recent years, but important aspects remain neglected. In this paper, it is argued that, within the customer base of service providers, certain groups can be identified which differ from each other with regards to these variables. Hypotheses are developed and tested in a sample of 765 clients of a large German energy provider. The results show that recently acquired customers (switchers) differ from long‐term customers (stayers), and that switchers acquired through customer referrals differ from switchers recruited through advertising or direct mail in their satisfaction, loyalty and WOM behaviour. The paper ends with some important implications for management and future research. Copyright © 2004 Henry Stewart Publications Ltd.     

Testing the Mediating Effect of the Quality of College Life in the Student Satisfaction and Student Loyalty Relationship

This study tests the mediating effect of the quality of college life (QCL) in the student satisfaction and student loyalty relationship. QCL refers to the degree of need satisfaction and the experiences that create a positive affect throughout college life. The QCL of students is conceptualized as a higher order construct that is composed of need satisfaction and affect balance. It has been hypothesized that student satisfaction with university services has a significant impact on QCL, which in turn positively influences student loyalty. The results from the survey of 228 college students largely supported the model. Both the managerial and policy implications of this study are discussed.

物质主义价值观研究的理论、方法与缓解干预策略

物质主义价值观是聚焦于拥有物质财富的重要性,过多追求物质需求,关注物质利益的一种观念和生活方式。心理学范畴的物质主义价值观研究,将物质主义价值观作为一种日常生活的生存智慧,对于人类的发展和社会的进步有着重要意义。当前对物质主义价值观研究取得了许多重要进展,无论在理论探讨和实证方法方面都有创新。但是,在如何克服物质主义价值观的消极影响,树立理性的物质主义与精神超越相结合的价值观,显然是心理学价值观研究中必须关注的问题。     

熟悉与陌生品牌启动效应的实验研究

本研究应用任务分离法对熟悉品牌和陌生品牌启动效应年龄特征进行研究,结果发现大学生被试外显成绩高于内隐成绩,且两者有显著差异。进而再采用二次比较法同样以大学生为被试,对熟悉品牌启动效应进行实验,结果表明:(1)学习前带符号组与不带符号组的成绩之间都有极其显著的差异,学习后带符号组与不带符号组之间也有极其显著差异;带符号与不带符号的两组学习前后的成绩均有极其显著的差异;在二次比较法的应用过程中我们发现:(2)如果学习前后的被试为同一组,则会产生“学习污染”。以陌生品牌为材料,用二次比较法在老、青、少三组被进行实验,并将三个年龄段的被试随机分成两组:学习前组(A)和学习后组(B),结果显示:(3)陌生品牌中存在着启动效应,不同年龄段的消费者外显记忆有差异,但内隐记忆没有差异。     

Values Voters: The Conditional Effect of Income on the Relationship Between Core Values and Political Attitudes and Behavior

The postmaterialism thesis contends that newer cultural and social justice issues will supplant traditional, class‐based economic concerns as societies become increasingly wealthy. Although macrolevel evidence broadly supports this prediction, individual‐level evidence for the theory in the United States has been sparse. Moreover, alternative theories predict that postmaterialism will not travel well to the American context because religious cleavages that divide the major parties will be most salient. We test the postmaterialism thesis at the individual level using unique data that enable us to evaluate citizens' value‐preference structures across income levels, as well as the conditional effect of income on the relationship between individuals' ranked value preferences and political attitudes and behavior. Consistent with the theory, greater income strengthens the association between egalitarianism and ideology, partisanship, evaluations of President Obama, and presidential vote choice, and weakens the relationship between moral traditionalism and these same variables. However, income does not moderate the association between economic security and individuals' identities, evaluations, or behavior. Additionally, value‐preference hierarchies are quite similar across income groups after controlling for partisanship and ideology. The results lend insight into the nature of value‐ and income‐based cleavages in American politics.     

Effects of dilemma type,language, and emotion arousal on utilitarian vs deontological choice to moral dilemmas in Chinese–English bilinguals

The present study examines how dilemma type (personal or impersonal moral dilemma), language (native or foreign) and emotion arousal to a dilemma could affect Chinese–English bilinguals' deontological vs utilitarian moral choices regarding 39 moral dilemmas. How emotion arousal plays a mediating role in the effects of dilemma type and language on moral choices is also investigated. As shown in multilevel analyses, participants made fewer utilitarian choices for personal dilemmas than impersonal dilemmas. Although emotion arousal of dilemmas significantly mediated this effect of dilemma type, the indirect effect of dilemma type through arousal on moral choices was inconsistent with the direct effect of dilemma type on moral choices. For the effect of language, participants made more utilitarian choices in the Footbridge (personal) dilemma that was presented in foreign language than in native language. However, this effect was not mediated by arousal, suggesting that it could not be attributed to the emotion‐reducing effect of foreign language. Moreover, there was no language effect on moral choices in analyses that included all 39 dilemmas or only 22 personal dilemmas, indicating the need in future research for further identifying the potential mediators that trigger the foreign language effect on moral choices.     

急性疼痛与慢性疼痛对奖赏加工的影响及神经机制

疼痛和奖赏能够为个体提供不同的行为动机和主观价值体验,寻求奖赏和避免疼痛对于生存都很重要。疼痛可划分为急性疼痛和慢性疼痛,奖赏可区分为预期阶段的动机成分和体验阶段的享乐成分。奖赏对疼痛的抑制作用已经被广泛证实,但关于疼痛对奖赏的影响,目前的研究结果并不一致。因此需要进一步区分并探究急性疼痛与慢性疼痛对奖赏加工不同阶段的影响,分析两种疼痛对奖赏加工产生不一致影响的现象。这种现象出现的原因可能与急性疼痛向慢性疼痛转变过程中出现的奖赏加工能力缺陷有关。未来可以考虑从改善奖赏加工能力缺陷的角度进行检测和治疗,提前预防急性疼痛向慢性疼痛转变。     

Exploring the Effects of Ostracism on Performance and Intrinsic Motivation

Two experiments investigated the effects of ostracism on performance and intrinsic motivation. Participants were either included or ostracized via an online ball-tossing game and then completed two trials of an interesting word-search task. Later, they engaged in a free-choice trial designed to assess their intrinsic motivation for the word-search task. Results indicated that ostracized participants performed more poorly and experienced lower positive mood and relatedness than included participants. Although no direct effects of ostracism on intrinsic motivation were found, in both studies ostracism indirectly affected intrinsic motivation through positive mood, such that ostracism led to poorer mood and, in turn, lower intrinsic motivation. Implications for future research on ostracism in organizations are discussed.     

医学伦理学与生命伦理学关系类型辨析——基于国内外文献的考察

医学伦理学与生命伦理学的关系在逻辑上有包容论、互异论和交叉论（延续论）三种可能的类型。包容论认为,后者关注范围更广,前者作为一个部分包括在生命伦理学当中。互异论主张,两个概念在跨学科特点方面不同,生命伦理学必须通过跨学科协作,以公共性为导向,而医学伦理学较为单一,以职业性为目标。交叉论（延续论）强调,医学伦理学经历了古代医德学,近现代医学伦理学和生命伦理学。包容论与互异论过于强调二者的相同或区别,割裂了二者内在联系,片面性显而易见。交叉论（延续论）看到了二者内在逻辑,反映了本体属性,是更为合理的评价。     

模特面部表情和产品奢侈程度对平面广告效果的影响

结合眼动技术与主观态度测量两种研究方法,探讨不同奢侈程度的商品广告中,模特面部表情对广告效果的影响及其发生的时间进程。眼动数据表明,模特表情和产品奢侈程度的交互作用仅发生在模特兴趣区的总注视时间上;该交互作用一直延续到主观评定数据上,即微笑表情能提高被试对奢侈程度较低的商品广告的态度,但对奢侈程度较高的商品的影响不显著。根据层次效果模型,模特表情对不同商品广告效果的影响发生在广告浏览的后期阶段。研究结果有助于理解模特表情对不同产品广告的影响,并为奢侈品企业提升广告效果提供了一定的理论依据。     

中国传统文化价值观对公民器官捐献意愿影响的研究进展

在诸多影响民众器官捐献意愿的因素中,中国传统文化价值观是公民器官捐献意愿的重要影响因素。积极乐观的死亡态度、帮助他人实现自我的人生价值观、生命延续的赋予意义促进个体捐献意愿的表达;而消极回避的死亡态度、身体完整性丧失的困扰、顾虑重要亲人的感受可能会阻碍个体捐献意愿的表达。在充分了解中国传统文化心理特点的基础上,发掘并利用其中积极有利因素建立符合国人传统价值观念的器官捐献体系,可能是提高中国公民逝世后器官捐献意愿,解决器官短缺问题的行之有效的突破口。