The link between social interactions and trust recovery in customer–business relationships

Trust plays a crucial role in interpersonal relationships, including customer–company relationships, where the customer expects that a company will behave predictably in any particular situation. Companies do not always fulfill customers' expectations and thereby breach the trust relationship. To avoid negative consequences of this trust violation, companies may issue a formal apology as one possible path to regaining customer trust. In the same way, a previous social interaction, which can increase the customer's levels of oxytocin, can help to recover trust after service failures. In this study, three experiments were conducted as follows: the first manipulating a simulated social interaction with images; the second manipulating a physical social interaction, (i.e., a hug); and the third with exogenous oxytocin administration. The results showed that both physical interaction, (i.e., a hug) and simulated social interaction, (i.e., images of people interacting with each other) had a positive effect on customer trust recovery and provided support for oxytocin release as the underlying mechanism in this process. This research contributes to understanding of the link between social interactions and trust by elucidating the effects of both simulated and physical interactions on trust recovery.     

Explaining the procedural justice–perceived legitimacy relationship: Relying on relational concern or instrumental concern?

People can extract relational information (i.e., relational concern) as well as instrumental information (i.e., instrumental concern) from decision‐making procedures. Thus, both instrumental and relational concerns are assumed to influence the procedural justice–perceived legitimacy relationship. Drawing from social exchange theory, the different kinds of concerns may lead to form different exchange relationships (social exchange relationship vs. economic relationship), which can be indicated by two forms of trust (affect‐based trust vs. cognition‐based trust). We built a model of trust mediation in which procedural justice predicted affect‐based and cognition‐based trust. Further, we also tested the hypothesis that high (compared with low) group identification individuals are more likely to rely on relational concern to construct procedural justice and judge legitimacy of authority, because they use procedural fairness information to infer the quality of their relationships with the authority. The results of an experiment (Study 1) demonstrated that both affect‐based trust and cognition‐based trust mediated the procedural justice–perceived legitimacy relationship. Moreover, a field study (Study 2) showed that affect‐based trust mediated the relationship between procedural justice and perceived legitimacy primarily among individuals with high group identification whereas cognition‐based trust mediated this relationship primarily among those with low group identification.     

The reciprocal cycle of self‐concealment and trust in romantic relationships

We propose that perceived partner concealment, self‐concealment from one's partner (i.e., keeping secrets from one's partner), and trust in one's partner form a reciprocal cycle in romantic relationships. In Study 1, participants in a romantic relationship (N = 94) completed a two‐time point survey within a span of 8 to 10 weeks. Results revealed that perceived partner concealment was associated with a loss of trust in partner, and low trust in partner was associated with an increase in self‐concealment from one's partner. Furthermore, the association between perceived partner concealment and self‐concealment from one's partner was mediated by trust. In Study 2, couples (N = 50) completed daily records for 14 consecutive days. Multilevel analyses indicated that on the days the individuals reported more self‐concealment, their partners reported lower trust in them. Moreover, on the days the partners reported lower trust, the partners also reported higher self‐concealment. These findings suggest that self‐concealment in romantic relationships can create a reciprocal cycle that involves loss of trust and more self‐concealment between partners, which would slowly deteriorate the relationship well‐being. Copyright © 2012 John Wiley & Sons, Ltd.     

Demand for Certified Human Resources Professionals in Internet‐Based Job Announcements

We tested empirically whether potential employers require and/or prefer human resources (HR) professionals who hold an HR certification. We analyzed each of 1873 HR job announcements available over a 1‐week period on http://monster.com , http://hotjobs.yahoo.com , http://careerbuilder.com , and http://shrm.org . Results showed that only nine (i.e., .48%) job announcements stated that there was a requirement and only 70 (i.e., 3.73%) job announcements stated that there was a preference for job applicants with any type of HR certification. In spite of the low overall demand for certified HR professionals, results indicated that the demand is slightly higher for jobs posted on http://shrm.org , certain job titles (e.g., HR Director, HR Generalist), HR specialty areas (e.g., employee relations, general HR), industries (e.g., manufacturing), and for jobs requiring more years of HR job experience. Overall, results suggest that the field of HR needs to do a better job of gathering evidence about validity, utility, and lack of adverse impact regarding the use of certification in selection and assessment decision making. Once this evidence is collected, employers may perceive HR certification as a more critical signal of a job applicant's future contributions.     

A Critical Test of Self‐Enhancement,Exposure, and Self‐Categorization Explanations for First‐ and Third‐Person Perceptions

The third‐person perception is the tendency for people to believe that others are more influenced by media content than themselves (W. P. Davison, 1983 ). The current study provides a critical test of self‐enhancement, exposure, and self‐categorization explanations for first‐ (i.e., self more influenced than others) and third‐person perceptions. Male and female participants (N = 323) judged the extent to which pornography elicited“aroused and excited” (i.e., male normative) versus“repulsed and offended” (i.e., female normative) reactions in themselves relative to average men and women. Men perceived an average woman to be more repulsed and offended by pornography than themselves, and women perceived an average man to be more aroused and excited than themselves (i.e., large third‐person perceptions). Further, men perceived themselves to be more aroused and excited by pornography than an average woman (independent of the degree to which pornography was judged as antisocial), and women perceived themselves to be more repulsed and offended than an average man (i.e., large first‐person perceptions). There were relatively small effects for same sex comparisons independent of norm. The pattern and magnitude of first‐ and third‐person perceptions are consistent with self‐categorization theory, irreconcilable with the exposure hypothesis, and difficult to reconcile with the self‐enhancement explanation.     

Job insecurity and creativity: The buffering effect of self‐affirmation and work‐affirmation

It is well documented that job insecurity is a detrimental work stressor. The literature aimed at counteracting the adverse outcomes of job insecurity has focused on either individual differences, which are less amenable to modification, or organizational‐level interventions, which largely depend on organizational initiatives. This study introduced a self‐affirmation intervention to working adults and examined whether self‐affirmation could weaken the negative association between job insecurity and creativity. In order to enrich self‐affirmation theory and increase the applicability of the intervention to the workplace, this study also investigated whether work‐affirmation could attenuate the negative relationship between job insecurity and creativity. In a quasi‐experiment with employees recruited from Mturk, I found that a negative link between job insecurity and creativity, but not among those who were given an opportunity to affirm one's value (i.e., self‐affirmation) or one's work (i.e., work‐affirmation).     

Spatializing Emotion: No Evidence for a Domain‐General Magnitude System

People implicitly associate different emotions with different locations in left‐right space. Which aspects of emotion do they spatialize, and why? Across many studies people spatialize emotional valence, mapping positive emotions onto their dominant side of space and negative emotions onto their non‐dominant side, consistent with theories of metaphorical mental representation. Yet other results suggest a conflicting mapping of emotional intensity (a.k.a., emotional magnitude), according to which people associate more intense emotions with the right and less intense emotions with the left — regardless of their valence; this pattern has been interpreted as support for a domain‐general system for representing magnitudes. To resolve the apparent contradiction between these mappings, we first tested whether people implicitly map either valence or intensity onto left‐right space, depending on which dimension of emotion they attend to (Experiments 1a, b). When asked to judge emotional valence, participants showed the predicted valence mapping. However, when asked to judge emotional intensity, participants showed no systematic intensity mapping. We then tested an alternative explanation of findings previously interpreted as evidence for an intensity mapping (Experiments 2a, b). These results suggest that previous findings may reflect a left‐right mapping of spatial magnitude (i.e., the size of a salient feature of the stimuli) rather than emotion. People implicitly spatialize emotional valence, but, at present, there is no clear evidence for an implicit lateral mapping of emotional intensity. These findings support metaphor theory and challenge the proposal that mental magnitudes are represented by a domain‐general metric that extends to the domain of emotion.     

UNDERSTANDING NEWCOMERS’ ADAPTABILITY AND WORK‐RELATED OUTCOMES: TESTING THE MEDIATING ROLES OF PERCEIVED P–E FIT VARIABLES

Using longitudinal data from a Chinese newcomer sample (N = 671), we investigated the predictive effects of adaptability on newcomers’ work‐related outcomes. Specifically, we tested 4 perceived P–E fit variables (i.e., P–O fit, needs–supplies fit, demands–abilities fit, and P–G fit) as mediators between adaptability variables and newcomers’ work‐related outcomes. Our results showed that after controlling for demographic effects and other personality variables (i.e., proactive personality and openness to experience), newcomers’ adaptability dimensions (i.e., cultural adaptability, work stress adaptability, interpersonal adaptability, and learning adaptability) were differentially associated with improvement in newcomers’ P–E fit perceptions over a 3‐month time period. In turn, the perceived P–E fit variables were related to the newcomers’ work‐related outcomes (i.e., job performance, job satisfaction, and turnover intentions), after controlling for the socialization process variables (i.e., institutionalized socialization experience, role clarity, and job‐related self‐efficacy). The mediating roles of perceived P–E fit variables were also confirmed. Both theoretical and practical implications in terms of adaptability, newcomer adaptation processes, and P‐E fit are discussed.     

Examining the role of two aspects of eWOM in online repurchase intention: An integrated trust–loyalty perspective

As electronic word‐of‐mouth (eWOM) has become an influential information resource for digital consumers who purchase products, understanding how the 2 ways of eWOM influence consumers' online repurchase intention (ORPI) becomes very pivotal. Despite its importance, there is no study in the literature that examined receiving and participating aspects of eWOM in an integrated perspective. The purpose of this study is to understand how 2 controversial eWOM aspects influence ORPI of consumers. Moreover, this study examines the mediating roles of e‐trust and e‐loyalty in the association between 2 sides of eWOM aspects and ORPI. The results indicated that 2 eWOM receiving factors, eWOM quality and eWOM quantity, have positive influences on e‐trust and ORPI. However, as an eWOM participating factor, the eWOM content has no significant influence on ORPI whereas another participating factor, the eWOM intensity, has the greatest impact on ORPI. Furthermore, the findings illustrate that e‐trust has a complementary mediation effect in the association between 2 receiving eWOM aspects and ORPI; likewise, e‐loyalty has a complementary mediation in the relationship between 2 participating eWOM aspects and ORPI.     

An evaluation of a visual–visual successive matching‐to‐sample procedure to establish equivalence classes in adults

Traditionally, behavior analysts have studied stimulus equivalence using a matching‐to‐sample (MTS) preparation. Although researchers have shown the utility of MTS to yield equivalence classes, the procedure requires several prerequisite skills for a learner to accurately respond. Previous research with humans and nonhumans has shown that relational responding can be produced via compound stimulus discrimination and successive matching‐to‐sample (S‐MTS). We conducted four experiments with college students to further evaluate the effectiveness of S‐MTS in the establishment of stimulus relations. S‐MTS trials consisted of the presentation of a single sample stimulus followed by one comparison in a fixed location on a computer screen. Depending upon the sample–comparison relation, participants touched (i.e., go) or did not touch (i.e., no‐go) the comparison stimulus. Following training of the baseline relations (AB/BC), we assessed the emergence of symmetry, transitivity, and equivalence performances (i.e., BA/CB and AC/CA). Results support the utility of the S‐MTS procedure as a possible alternative to traditional MTS. This study has direct implications for participants for whom traditional three‐array MTS procedures may be challenging.     

Towards a better understanding of the association between motor skills and executive functions in 5- to 6-year-olds: The impact of motor task difficulty

Different lines of evidence suggest an association between motor skills and executive functions (EFs) in kindergarten children. Comparatively little is known about the specific nature of this relationship. In the present study, using a within-subjects design, a sample of 124 five- to six-year-old children completed 12 fine and gross motor tasks of varying nominal difficulty and three EFs tasks. We assumed that difficult motor tasks are less automated than easy motor tasks. Therefore, EFs should be involved more strongly in difficult compared to easy motor tasks. Firstly, results replicated the association between motor skills and EFs. Secondly, results provided a new and differentiated perspective on the evidence of this link. Performance on both easy and difficult fine motor tasks was significantly related to EFs. However, only performance on the difficult, but not on the easy gross motor tasks was significantly correlated with EFs. The findings demonstrate that the challenges and demands inherent in any motor task influence the magnitude of the motor–EFs link. That is, difficult (i.e., less automated) motor tasks require EFs more substantially than easy (i.e., more automated) motor tasks. Results will be discussed with regard to further candidate processes underlying the motor–EFs link.     

Low‐price guarantees as advertisement strategy and compensation policy: The more,the better?

Companies sometimes employ a “lowest price or more than the difference back” policy (i.e., a price‐beating guarantee). We investigated whether such a policy is more effective to attract and retain customers than when the exact price difference is promised (i.e., a price‐matching guarantee). The first study revealed that about 60% of the marketers and shop owners in our sample thought that beating price differences is a more effective strategy than matching price differences. However, the four subsequent studies challenged this assumption. Specifically, the advertisement as well as the provision of price‐beating refunds did not have an incremental positive effect on customers' general attitudes in terms of trust, brand perception, loyalty, and shopping intentions beyond the level that was already reached by price‐matching refunds. Moreover, our mediation analyses revealed that the null effect of price‐matching versus price‐beating was mediated by fairness perceptions. From a theoretical perspective, these results are in line with a fairness account, which holds that people do not only evaluate the economic value of an outcome, but also take equality considerations into account. Because price‐beating is literally more expensive than price‐matching, from a practical point of view, companies should be informed that the employment of a price‐beating guarantee is a cost‐ineffective advertisement strategy and compensation policy.     

From trust in caregivers’ support to exploration: The role of openness to negative affect and self‐regulation

Attachment theory assumes that trust in caregivers’ support and exploration are closely related. Little research tried to investigate this link, nor focuses on mechanisms that might explain this association. The present studies examined whether trust is related to exploration through a serial indirect effect of openness to negative affect and self‐regulation. In Study 1, 212 children, aged 8–13, completed questionnaires assessing trust, openness to negative affect, self‐regulation and exploration. The results showed that trust predicted exploration, but only to the extent to which openness to negative affect and self‐regulation were involved too. Study 2 refined these findings (n = 59, aged 9–12) using a behavioral measure of openness to negative affect and exploration, and with mother‐reported self‐regulation. Replicating this serial indirect effect of openness to negative affect and self‐regulation with multiple informants and methods, the present studies advance our understanding of how trust might foster exploration in preadolescence.     

The face‐mind link: Why we see minds behind faces,and how others' minds change how we see their face

Understanding others' minds has puzzled philosophers for centuries. Psychologists, too, have recently begun asking questions about what causes us to see another person as having complex or simple mental faculties. Here, we review recent evidence linking how we perceive others' faces with how we perceive others' minds—the face‐mind link. We first discuss research demonstrating a face‐to‐mind effect, showing that both certain facial features (e.g., eyes) and face perception processes (e.g., configural processing) can trigger the perception that a face has a mind. We then discuss recent evidence demonstrating a mind‐to‐face effect, showing that believing a person is inhumane (i.e., their mind) leads their face to be processed less like a face and more like an object. Finally, we consider both the consequences of this bidirectional face‐mind link, and what the next steps may be in understanding how and why we infer minds from faces, and how and why beliefs about others' minds affects how we see their face.     

Speaking a tone language enhances musical pitch perception in 3–5‐year‐olds

Young children learn multiple cognitive skills concurrently (e.g., language and music). Evidence is limited as to whether and how learning in one domain affects that in another during early development. Here we assessed whether exposure to a tone language benefits musical pitch processing among 3–5‐year‐old children. More specifically, we compared the pitch perception of Chinese children who spoke a tone language (i.e., Mandarin) with English‐speaking American children. We found that Mandarin‐speaking children were more advanced at pitch processing than English‐speaking children but both groups performed similarly on a control music task (timbre discrimination). The findings support the Pitch Generalization Hypothesis that tone languages drive attention to pitch in nonlinguistic contexts, and suggest that language learning benefits aspects of music perception in early development. A video abstract of this article can be viewed at: https://youtu.be/UY0kpGpPNA0     

Linking self and ingroup: Self‐anchoring as distinctive cognitive route to social identification

The present paper investigates how cognitive projection processes instigate social identification. We complement the classical self‐stereotyping approach (i.e., conforming to prototypical group norms) by investigating self‐anchoring (i.e., projection from self to group) as a distinct cognitive route to social identification. Self‐anchoring has mainly been investigated as predictor of intergroup differentiation. Surprisingly, no reliable link has been provided yet between self‐anchoring and social identification. In Study 1, we provide first evidence for this positive link. In Study 2, we add self‐stereotyping to our model and show that self‐anchoring is still positively related to social identification when controlling for self‐stereotyping. Additionally, we show that self‐anchoring is positively related to affective components of identification, while self‐stereotyping is positively related to cognitive components. Moreover, we examined the impact of self‐concept stability on self‐anchoring. Self‐concept stability was positively related to self‐anchoring, and hence to social identification (Study 1), independently from self‐stereotyping (Study 2). In the discussion, we argue that disentangling self‐anchoring from self‐stereotyping is important as it increases our insight in how people identify, and how this may vary depending on self‐concept and group context. Copyright © 2011 John Wiley & Sons, Ltd.     

Intergroup Discrimination Involving Negative Outcomes and Self‐Esteem

Two studies examined the link between intergroup discrimination involving negative outcomes (i.e., removal of positive resources and allocation of noxious resources), global self‐esteem (GSE), and collective self‐esteem (CSE). Study 1 found that New Zealanders who took away more positive resources from out‐group than in‐group members experienced enhanced CSE, but not GSE. These findings were replicated in Study 2, with respect to the allocation of noxious resources (i.e., white noise). New Zealanders' GSE and CSE assessed prior to the allocation of noxious resources were unrelated to the subsequent allocation of white noise. The data are interpreted to indicate that intergroup discrimination involving negative outcomes leads to enhanced CSE. However, neither GSE nor CSE predict such discrimination.     

Physiological Correlates of Choice‐Induced Dissonance: An Exploration of HPA‐Axis Responses

Choice can produce a negatively arousing cognitive conflict (called dissonance), which is thought to motivate the chooser to spread their preferences for the relevant options (called Spreading of Alternatives, or SA). The current work aimed to determine the relationship between HPA‐axis activity and both choice‐induced dissonance and its reduction (i.e. SA) among individuals with varying cultural backgrounds. European–Americans and Asians made a choice between two equally attractive CDs either in the presence of a cue indicative of social eyes (i.e. public‐choice condition) or in the absence thereof (i.e. private‐choice condition). As predicted, European–Americans and Asians showed a reliable SA primarily in the private and public choice conditions, respectively. Importantly, a sharp decline of salivary cortisol was observed over the span of 30 min, and, moreover, this decline was reliably predicted by the magnitude of SA regardless of either culture or the choice being private vs. public. These results suggest that although choice‐induced dissonance is too weak to elicit an HPA‐axis stress response, SA is associated with variability in the decline of salivary cortisol during the laboratory task. Copyright © 2015 John Wiley & Sons, Ltd.     

Exploring the Capacity of NEO PI‐R Facets to Predict Job Performance in Two French‐Canadian Samples

The capacity of personality facets to predict contextual performance (i.e., interpersonal facilitation and job dedication), task performance, and global performance was explored by means of two predictive validity field studies. In a preliminary way, Study 1 demonstrated that four personality facets – Self‐Consciousness, Excitement Seeking, Trust, and Competence – were related to at least one job performance dimension in a well‐structured occupation sample. Study 2 revealed that eight personality facets were linked to specific job performance dimensions in a professional occupation sample. Results indicate that a combination of facets is useful for predicting job performance.