Salesperson characteristics affecting consumer complaint responses

The important relationship between consumer complaint behaviour and brand and store loyalty is well established. The range of factors that favourably influence the outcomes of complaining have received relatively less research attention. Therefore, this study tests the effects of two salesperson source characteristics: willingness to listen and product/store knowledge, on consumer complaint‐related perceptions and intentions in a retail setting. Mall shoppers participated in a consumer complaint experiment to test the hypothesised effects. The results indicate that both characteristics affect customer complaint responses, as well as consumer perceptions of the salesperson and the retail store. The findings of the study demonstrate that salesperson characteristics are important influences on positive or negative consumer complaint responses. Copyright © 2001 Henry Stewart Publications.     

Extraversion and task performance: A fresh look through the workload history lens

This study manipulated workload levels and used a technique examining workload history to test Eysenck’s (1967) theory of extraversion. Participants consisted of 71 undergraduates who had been selected from a larger pool that had completed the Eysenck Personality Inventory. Participants performed an auditory vigilance task while percent correct data were recorded. A repeated measures ANOVA was conducted and results indicated that extraverts and introverts respond differently to a sudden decrease in workload level. Specifically, a sudden decrease in workload level resulted in an immediate significant decrement in correct responses for extraverts while the decrement for introverts was minimal. Limitations were discussed and implications for future research were addressed.     

Determinants of judgments of and responses to a complaint of sexual harassment

Judgments concerning a complaint of sexual harassment focused on the perpetrator as a cause of the complaint. However, judgments of the role of the victim's characteristics as a cause of the complaint and responses to the perpetrator were influenced by the victim's feminist orientation, when there was competition between the victim and the perpetrator for a promotion, and when decision makers were male. The findings have practical implications in that they point out factors that may affect how organizational decision makers judge and respond to complaints of sexual harassment.     

企业幽默能否化解消费者抱怨:幽默类型与关系范式的匹配

幽默可以促进沟通效果,实践中许多企业运用幽默来回应消费者抱怨。然而既有文献对于幽默能否以及如何有效化解抱怨缺乏系统深入的研究。本文则基于良性冲突理论与关系范式理论探究了企业幽默式抱怨回应策略对不同关系范式下消费者的影响。通过二手数据分析和实验法,本文发现:对于唤醒度较低的负面情感导致的消费者抱怨,企业幽默(相较于非幽默)的抱怨回应策略更有助于改善消费者品牌态度;而且,不同类型的幽默化回应作用不同,自强型幽默的抱怨回应对改善共有关系范式下消费者品牌态度更有效,自嘲型幽默的抱怨回应则有助于改善共有和交易关系范式下消费者的品牌态度;幽默回应策略与关系范式通过影响消费者的良性评价而作用于品牌态度。     

Attentional biases using the body in the crowd task: are angry body postures detected more rapidly?

Research using schematic faces has consistently demonstrated attentional biases towards threatening information (angry faces), which are accentuated for individuals with higher levels of anxiety. However, research has yet to reveal whether this is the case for other nonverbal channels of communication. In the research reported here, ninety-five undergraduates completed a body in the crowd task analogous to the face in the crowd task, to examine whether attentional biases for threat existed for schematic body postures. Participants demonstrated faster detection of threat. A discrepant angry posture in a neutral crowd was identified quicker than a discrepant happy posture in a neutral crowd. This effect was pronounced for individuals with higher self-reported levels of trait anxiety. Results also demonstrated evidence of delayed disengagement from threat. Individuals were slower (i.e., more distracted) by identical crowds of angry postures rather than happy or neutral crowds and were slower to detect a discrepant neutral posture among an angry crowd than neutral among a happy crowd. These findings are the first to establish threat biases using body postures in a visual search paradigm. The results are in accordance with previous research using schematic face stimuli. Theoretical and practical implications are discussed.     

Attentional biases using the body in the crowd task: Are angry body postures detected more rapidly?

Research using schematic faces has consistently demonstrated attentional biases towards threatening information (angry faces), which are accentuated for individuals with higher levels of anxiety. However, research has yet to reveal whether this is the case for other nonverbal channels of communication. In the research reported here, ninety-five undergraduates completed a body in the crowd task analogous to the face in the crowd task, to examine whether attentional biases for threat existed for schematic body postures. Participants demonstrated faster detection of threat. A discrepant angry posture in a neutral crowd was identified quicker than a discrepant happy posture in a neutral crowd. This effect was pronounced for individuals with higher self-reported levels of trait anxiety. Results also demonstrated evidence of delayed disengagement from threat. Individuals were slower (i.e., more distracted) by identical crowds of angry postures rather than happy or neutral crowds and were slower to detect a discrepant neutral posture among an angry crowd than neutral among a happy crowd. These findings are the first to establish threat biases using body postures in a visual search paradigm. The results are in accordance with previous research using schematic face stimuli. Theoretical and practical implications are discussed.     

The influence of a history of romance on judgments and responses to a complaint of sexual harassment

Results indicated that a female complainant was seen as less innocent and an accused male less guilty when they had previously been romantically involved. As a consequence, decision makers felt it was more appropriate to be lenient in responding to the accused. Also, as demonstrated in previous research, male and female decision makers differed in their judgments and responses to a complaint of sexual harassment. These results have implications for organizational policies concerning workplace romance and for training people to deal with complaints of sexual harassment.Partial support for this study was provided by a Saint Mary's Senate research grant. The authors thank an anonymous reviewer for the helpful comments on an earlier version of the paper.     

Temporal limitation of Navon effect on face recognition

Performance on a face identification line-up task is impaired if an intervening task involved processing the local features of a Navon stimulus rather than its global features. These results have only been shown in comparison with a reading task in line-up paradigms. In Exp. 1 undergraduates (3 men, 17 women, M age =19 yr., selected by convenience) were tested in a replication of this Navon-effect using a recognition paradigm. The effect is observed only during the early part of the recognition test phase. In Exp. 2 analysis of undergraduates' responses (9 men, 20 women, M age =19, selected by convenience) showed the decrease in the Navon effect could be prevented by alternating the Navon task with the face recognition task.     

Overconfident prediction of future actions and outcomes by self and others

In a follow-up study to Dunning, Griffin, Milojkovic, and L. Ross (1990), which had investigated the phenomenon of overconfidence in social prediction, two samples of first-year undergraduates were invited to make predictions about their own future responses (and, in the case of Sample 2, also those of their roommates) over the months ahead. These predictions were accompanied by confidence estimates and were evaluated in the light of actual responses reported later by the subjects in question. The primary finding was that self-predictions, like social predictions, proved to be consistently overconfident. As in Dunning et al., moreover, overconfidence could be traced to two sources. First, expressions of particularly high confidence rarely proved to be warranted; as confidence increased, the gap between accuracy and confidence widened. Second, predictions that went against relevant base rates yielded very low accuracy in the face of relatively unattenuated confidence levels. The implications of these results are discussed, and one potentially important underlying mechanism--the failure to make adequate inferential allowance for the uncertainties of situational construal--is proposed for further research.     

Consumer complaints and recovery through guaranteeing self‐service technology

Self‐service technologies are shaping the future of consumer behaviour, yet consumers often experience service failure in this context. This conceptual paper focuses on self‐service technology failure and recovery. A consumer perspective is taken. Recovering from self‐service technology failure is fraught with difficulty, mainly because of the absence of service personnel. The aim of this paper is to present a theoretical framework and associated research propositions in respect to the positive role that service guarantees can play in the context of self‐service technology failure and recovery. It contributes to the consumer behaviour domain by unifying the theory pertaining to consumer complaint behaviour, service recovery, specifically consumers' perceptions of justice, and service guarantees, which are set in a distinctive self‐service technology context. It is advanced that service guarantees, specifically multiple attribute‐specific guarantees, are associated with consumer voice complaints following self‐service technology failure, which is contingent on the attribution of blame in the light of consumers' production role. Service guarantees are argued to be associated with consumers' perceptions of just recovery in the self‐service technology context when they promise to fix the problem, compensate only when the problem cannot be remedied, offer a choice of compensation that is contingent on failure severity, afford ease of invocation and collection, and provide a personalised response to failures. Previous classifications of SSTs are used to highlight the applicability of guarantees for different types of SSTs. Managerial implications based on the theoretical framework are presented, along with future research directions. Copyright © 2011 John Wiley & Sons, Ltd.     

Dissociating Face Processing Skills: Decisions about Lip read Speech, Expression, and Identity

The separability of different subcomponents of face processing has been regularly affirmed, but not always so clearly demonstrated. In particular, the ability to extract speech from faces (lip-reading) has been shown to dissociate doubly from face identification in neurological but not in other populations. In this series of experiments with undergraduates, the classification of speech sounds (lip-reading) from personally familiar and unfamiliar face photographs was explored using speeded manual responses. The independence of lip-reading from identitybased processing was confirmed. Furthermore, the established pattern of independence of expression-matching from, and dependence of identity-matching on, face familiarity was extended to personally familiar faces and 'difficult'-emotion decisions. The implications of these findings are discussed.     

Not just apologizing: The impact of complaint handling on sustained participation behavior in live-streaming shopping

In a live-streaming shopping community, the quality of complaint handling may significantly influence relationship recovery between the consumer and retailer (or streamer) following service failures. Despite the significant progress made in previous works, there are still research gaps in the study of customer complaint handling and customers' post-behavior. Therefore, this study introduced the important variable “swift-guanxi” (SG) to explore the relationship between complaint handling and the sustained participation of customers. Data were collected through both online and offline methods. A structural equation model (SEM) was used to test the relevant hypotheses. The results from assessing these data indicate that the factors of conversational human voice (CHV), reply length (RL) and perceived justice (PJ) all exert a significant influence on SG, which in turn affects the sustained participation behavior (SPB) of customers. In addition, complaint publicization (CP) has a negative impact on this behavior.     

Changes at work and employee reactions: organizational elements, job insecurity, and short-term stress as predictors for employee health and safety

The objective was to identify focus areas for possible reduction of job insecurity and its outcomes. A model was specified and tested as a prediction model for health and safety. First, a parsimonious model was specified. The model consisted of perceived job insecurity (as a stressor), organizational factors (information quality, leadership style, work task administration), and short-term stress reactions (job dissatisfaction, reduced work motivation). Second, the model was tested as a prediction model in three separate path analyses, in order to examine the model's contribution in explaining (1) physical health complaints, (2) mental health complaints, and (3) risk taking behavior. A quota sample of Norwegian employees ( N = 1,002) was obtained by means of a self-completion questionnaire survey. The results of the structural equation modeling (path analyses) supported the hypothesized model. Mental health complaints and employee risk taking behavior were significantly predicted (not physical health complaints).     

The Relationship Between Applicant Reactions, the Likelihood of Complaints, and Organization Attractiveness

This study examined the effect of applicants' reactions to selection measures on complaint intentions and perceptions of organizational attractiveness. Despite recent challenges to selection tests for invasion of privacy, limited research has examined the link between specific reactions and potential legal challenges. As predicted, perceived invasiveness was significantly related to perceived likelihood of complaints for three selection measures. Further, perceived job relatedness was negatively related to likelihood of complaints for a test battery and a math test, but not for an integrity test. On the other hand, neither job relatedness nor invasiveness was significantly related to organizational attractiveness for any of the tests. Limitations and implications for future research are discussed.     

AGE DISCRIMINATION AND PERSONNEL PSYCHOLOGY: A REVIEW AND SYNTHESIS OF THE LEGAL LITERATURE WITH IMPLICATIONS FOR FUTURE RESEARCH

One hundred and fifty-two court cases were reviewed to determine the standards set by the courts for establishing a claim of age discrimination under the Age Discrimination in Employment Act, as amended. Fifty-three are discussed. Two major issues were examined in Part 1 of the review: (1) the type and extent of the evidence sufficient to establish a complaint of age discrimination and (2) available defenses against age discrimination complaints. Part 2 discussed employer strategies for averting and/or dealing with discrimination complaints. Also discussed were the research-related implications of the age discrimination case law, as well as the role of professionals in future research.     

Selective attention to threat in the dot probe paradigm: differentiating vigilance and difficulty to disengage

The dot probe task [J Abnorm Psychol 95 (1986) 15] is an often-used paradigm to investigate selective attention to threat. A facilitated response to probes that appear at the same location of threat information in comparison with responses to probes at the opposite location of threat information is interpreted as vigilance for threat. We argue that the findings in the dot probe paradigm are ambiguous evidence for the vigilance to threat hypothesis. Results can also be interpreted as a difficulty to disengage from threat. In this study, 44 undergraduates performed a pictorial version of the probe detection task. Taking into account the reaction times on neutral trials, we found no evidence for a facilitated detection of threatening information. It was found that the dot probe effects are at least partially due to disengagement effects. The implications of these results for the understanding of attentional bias in normal and anxious individuals are discussed.     

Rejection sensitivity,complaint‐related communication,and relational satisfaction: A mediation analysis

This study examines the links among rejection sensitivity (RS), communication about complaints, and relational satisfaction in intimate relationships. A total of 260 individuals completed an online survey through Amazon Mechanical Turk. RS was positively associated with complaint avoidance and negatively associated with positive politeness and negative politeness when voicing complaints. Furthermore, RS had indirect associations with relational satisfaction, partially mediated through complaint avoidance and positive politeness. The results of this study suggest that communicating complaints openly to one's partner, in concert with positive politeness (i.e., affirming the partner while voicing complaints), may help serve as a buffer against relational dissatisfaction associated with RS.     

Prevalence,Prediction, and Prevention of Psychologist Misconduct

Studies of psychologist misconduct generally focus on unethical sexual behaviours. In contrast, the following study reports on all complaints by the public against psychologists reported to the New South Wales Psychologists Registration Board over a 4‐year period. There were 248 independent notifications of misconduct about 224 registered psychologists, out of a total sample of 9,489 registered psychologists. The most frequent type of misconduct reported was in relation to poor communication standards (35.5%). Other complaints were in relation to professional incompetency (16.5%), poor report writing (14.1%), poor business practices (12.5%), boundary violations (9.7%), poor character (5.6%), registration status (3.2%), impairment (1.6%), and the inappropriate use of specialist titles (1.2%). Males were 2.5 times more likely to have a misconduct complaint made about them than females. Senior highly qualified psychologists attracted a greater number of complaints, but these were generally of a less serious nature. Over a 30‐year career, about 20 out of every 100 psychologists can expect to receive a complaint from the public, and two will receive a serious misconduct complaint that might lead to deregistration. Strategies for preventing malpractice arising from these results include regular peer consultation, developing quality practise standards, and maintaining professional boundaries.     

The missing link between faces and names: Evidence from Alzheimer's disease patients

Retrieval of proper names is a cause of concern and complaint among elderly adults and it is an early symptom of patients suffering from neurodegenerative diseases such as Alzheimer's disease (AD). While it is well established that AD patients have deficits of proper name retrieval, the nature of such impairment is not yet fully understood. Specifically, it is unknown whether this deficit is due to a degradation of the links between faces and proper names, or due to deficits in intentionally accessing and retrieving proper names from faces. Here, we aim to investigate the integrity of the links between famous faces and proper names in AD while minimizing the impact of the explicit retrieval. We compare the performances of AD patients and elderly controls in a face-name priming task. We assess the integrity of the link between faces and names at two different levels: identity level - the name and face belong to the same person; and semantic level - the name and face belong to the same category (e.g., politicians). Our results reveal that AD patients compared with controls show intact semantic priming but reduced priming for person identity. This suggests that the deficits in intentionally retrieving proper names in AD are the result of a partial disruption of the network at the identity level, i.e., the links between known faces and proper names.