Emerging perspectives on customer relationships,interactions and loyalty in Irish retail financial services

• This paper presents the key findings in relation to current consumer perspectives on the role of relationships, the nature of loyalty and types of customer interaction from an in‐depth qualitative consumer study of Irish retail banking.
• Although the literature proposes that the RM approach is particularly applicable to the financial services sector, the research findings identify key supply and demand‐related changes within Irish financial services and raise questions as to the appropriateness of general RM theory to the current nature of interaction between consumers and their financial suppliers.
• Key customer factors such as low involvement, apathy and dissatisfaction have resulted in much apparent customer loyalty actually being spurious. More important for customers in this study was how convenient the bank was for their lifestyle.
• In an age in which increased depersonalisation and automation impact upon the nature of consumer‐supplier interaction and service delivery, it would appear that the concepts of relationship and loyalty need to be fundamentally re‐examined and their role and relevance within current retail financial services re‐appraised.

Copyright © 2006 John Wiley & Sons, Ltd.     

An exploratory study of consumer style: country differences and international segments

• An important consideration for marketers is determining the best approach to take when marketing their product or service across national borders. It has become clear that the answer to this is not as simple as complete standardization or adaptation, and the appropriate approach may be contingent on a complex set of variables. One key aspect of the puzzle relates to an understanding of the attitudes and behaviours of consumers. The current study examines consumer style (variables related to the way people engage in their consumption activities) as an important area of consideration related to international marketing efforts. Consumer style was investigated in three European countries and the US, using data from the DDB Brand Capital Study (a multi‐country survey). Although results showed that country differences are evident on consumption style, a cluster analysis suggests that there were four segments of consumers that transcend country boundaries. The findings add to our knowledge about consumers in these countries and the characteristics of the segments with respect to differing styles of consumption.

Copyright © 2007 John Wiley & Sons, Ltd.     

Child care quality and Dutch 2‐ and 3‐year‐olds' socio‐emotional outcomes: Does the amount of care matter?

High amounts of early child care have sometimes been linked to higher levels of behaviour problems, while high‐quality child care has more often been related to fewer behaviour problems and more social competence. The current study investigated whether the level of centre emotional and behavioural support (child care quality) interacted with the amount of child care in predicting children's socio‐emotional behaviour. Participants were 417 children (mean age = 27 months) from 61 Dutch daycare centres. The amount of daycare ranged from 1 to 5 days per week (M = 2.3 days). Multi‐level analyses showed that, independent of the amount of daycare, high levels of centre emotional and behavioural support were related to more caregiver‐rated social competence 1 year later. In addition, children spending 3.5 days or more in highly supportive daycare centres showed the lowest levels of parent‐rated externalizing behaviour 1 year later. The findings emphasize (a) that the combined effects of the amount and quality of child care are important and (b) that high‐quality early child care is related to children's socio‐emotional development. Further policy, practice, and research implications are discussed.

Highlights

• We studied in a Dutch sample how the amount and quality of daycare interacted in relation to children's socio‐emotional outcomes.
• High levels of daycare quality were related to more teacher‐rated social competence.
• Children spending 3.5 days or more in highly supportive daycare centers showed less parent‐rated externalizing behavior.

     

The Chestnut Lodge Kiosk: Observations on a Psychiatric Hospital's Work Project Part Two

This article reviews some of the health care issues raised by K. Roy MacKenzie. The author identifies additional contributors to spiralling costs and offers a slightly different perspective on the issue of the efficacy of short-term time-limited psychotherapy. In particular, the author raises questions regarding the cost-driven aspect of today's health care delivery system versus quality of care. He also challenges some of the research findings used in support of MacKenzie's argument that short-term time-limited group therapy is as cost-effective as long-term individual psychotherapy. More specifically, he considers how resistance and the sense of hopefulness might influence the favorable outcomes of the studies cited in MacKenzie's article. In addition, the relationship between short-term psychotherapy and managed care abuse is addressed and a partial solution to preventing such abuse by legislating public accountability is offered.     

The effects of source likeability and need for cognition on advertising effectiveness under explicit persuasion

• While there is evidence that an endorser's likeability plays a determining role in the advertising effectiveness of explicit persuasive appeals, this paper examines the impact of the need for cognition (NFC) as a moderator of this relationship. We find that this effect holds, as predicted, for individuals with lower NFC, but not for those with higher NFC. Furthermore, the effects of explicit persuasion and the endorser's likeability on evaluations of products or services by lower‐NFC consumers were found to be mediated by the attribution of self‐interest. In contrast, advertising effectiveness for higher‐NFC consumers was predictable only by the valence of their cognitive responses to the product.

Copyright © 2009 John Wiley & Sons, Ltd.     

Extending the psychological profile of market mavenism

• This paper describes a study in the psychology of market mavenism, the consumer tendency to become especially involved in the marketplace. The purpose was to investigate empirically associations with the important consumer characteristics of innovativeness, status consumption, and need for uniqueness. The findings support the notion that market mavenism is due less to the demographic characteristics of consumers as it is more a socially constructed phenomenon. Global innovativeness, status consumption, and creative choice counterconformity explained more variance in market mavenism than did demographics. Theoretically, these findings enrich our knowledge of the psychology of market mavens by suggesting some motivations for their behavior. Practically, marketing strategies can be fine‐tuned to appeal more effectively to this important segment of consumers by appealing to mavens' willingness to try new things, to their need for uniqueness, and to their willingness to seek social status through consumption.

Copyright © 2006 John Wiley & Sons, Ltd.     

Reputation building: beyond our control? Inferences in consumers' ethical perception formation

• A company or brand's reputation is inherently linked to how ethically/unethically it is perceived to conduct its business. While it is generally assumed that consumers' ethical perceptions are either built on first‐hand experiences or other concrete information, this research demonstrates that reputation can be influenced by processes outside the company's direct control. The article is based on interviews with general consumers and presents the finding that, in the absence of concrete information or personal experience, consumers may infer ethical beliefs. Four distinct types of cues may instigate ethical inferences and act as surrogate indicators: product‐, company‐, category‐ and origin‐related cues. A framework that illustrates the hierarchical structure of the various cues depending on their level of specificity is presented. The results suggest that controlling corporate reputation becomes increasingly challenging. Implications for marketing practitioners and general managers are discussed and further research opportunities highlighted.

Copyright © 2010 John Wiley & Sons, Ltd.     

Access to Health Care for Transgendered Persons: Results of a Needs Assessment in Boston

SUMMARY

The transgender community is a population group that has experienced an increase in visibility, with only a small, concomitant increase in understanding. This study reports on four focus groups, in which 34 transgendered individuals discussed their experiences and interactions with the health care system.

The specific aims of the study were as follows:

• Identify the health needs of transgender and transsexual (TG/TS) individuals;

• Hear the experiences and perceptions of TG/TS individuals who are using the current health care system;

• Identify any barriers to obtaining services, support and/or resources;

• Assess the extent to which health care providers and systems are able to offer sensitive, high quality and user friendly services that meet TG/TS consumers' needs; and

• Identify ways that health care services can be enhanced to better meet the needs of the target population.

What the study found was a system that was anything but high quality in meeting the needs of TG/TS individuals. Ignorance, insensitivity and discrimination appear to be the norm. Specifically, the focus groups found the following:

• Transgendered and transsexual persons frequently encounter providers who will not treat them and blatantly say so. There is a need for education and a change in anti-discrimination law needed to change this.

• The lack of provider training on transgender issues creates insensitivity to simple issues of respect for trans people. One example is the unwillingness to address TG/TS people by the pronoun preferred by the patient/client.

• Many providers lack the knowledge to adequately treat many of the routine health care needs of TG/TS individuals when such treatment relates to issues of hormone use, gynecological care, HIV prevention counseling, or other concerns related to gender or sexuality.

• Providers frequently refer to trans issues in unrelated health care situations such as setting a broken bone, filling a cavity or treating a cold. Greater familiarity with the health care needs of the trans population would reduce such incidents.

• Mental health and substance abuse treatment providers need additional training in order to work cooperatively with TG/TS clients to identify when gender issues are or are not relevant to specific mental health or substance abuse treatment episodes. Sometimes gender issues are central to mental health or substance abuse treatment, sometimes they are peripheral and sometimes they are unrelated.

• Discrimination in health insurance is the rule, not the exception. There is a need for education to encourage policy changes on the part of insurers and public policy changes on the part of legislators and regulators.

     

The effects of option framing on consumer choices: Making decisions in rational versus experiential processing modes

• In the marketplace, consumers often encounter framed scenarios for optional product features, whereby they can add desired product options to a base model or delete undesired product options from a fully loaded model. The results of two experiments show that such option framing can influence consumers' decision making regarding the total number of finally chosen product options. Also, consumers' processing modes – rational versus experiential, can influence their choice behavior under option framing. Specifically, consumers choose a higher number of options in the delete (versus add) frame, and the effect is magnified when making decisions in an experiential mode, and it is diminished when making decisions in a rational mode. Moreover, cognitive constraints further moderate these effects.

Copyright © 2009 John Wiley & Sons, Ltd.     

Brand placements Bollywood style

• The globalization of media allows brand placements subtle ways to reach local and international consumers. This study examines Indians' responses to brand placements in a Bollywood film. Psychological processing of embedded brands was assessed by gauging the effects of film involvement and brand consciousness on recall. Film involvement showed an adverse effect on brand recall, while brand consciousness had a positive effect. Brand consciousness was also positively related to the notion that brand placements enhanced film realism, but was not related to attitudes toward product placement in general.

Copyright © 2006 John Wiley & Sons, Ltd.     

Effects of personality and gender on self–other agreement in ratings of leadership

We explore the role of leader personality (i.e., the Big 5 traits: Conscientiousness, Agreeableness, Openness, Extraversion, and Neuroticism) and gender in self–other (dis)agreement (SOA) in ratings of leadership. We contend that certain aspects of the leader's persona may be more or less related to self‐ or other‐ratings of the leader's behaviour if those aspects are (1) more or less observable by others, (2) more or less related to internal thoughts versus external behaviours, (3) more or less prone to self‐enhancement or self‐denigrating biases, or (4) more or less socially desirable. We utilize statistical methodologies that capture fully the effects of multiple independent variables on the congruence between two dependent variables (Edwards, 1995 , Organizational Behavior and Human Decision Processes, 64, 307), which previously have not been applied to this area of research. Our results support hypotheses predicting less SOA as leader Conscientiousness increases and greater SOA as Agreeableness and Neuroticism increase. Additionally, we found gender to be an important factor in SOA; female leaders exhibited greater SOA than did their male counterparts. We discuss the implications of these findings, limitations, and future research directions.

Practitioner points

• Popular practices such as 360‐degree feedback may reveal discrepancies between a person's self‐ratings and other's ratings.
• Although often attributed to a lack of self‐awareness, these discrepancies also may be explained by factors such as the personality and gender of the focal individual.

     

Developing a Measure That Captures Elderly’s Well-Being in Local Marketplace Transactions

The goal of this study is to report on the development of a measure designed to capture elderly satisfaction with local retail establishments. The measure is based on the notion that elderly consumers experience well-being with retail institutions in purchasing food, housing, household operations, household furnishings, clothing and accessories, personal care, medical care, recreation, transportation, and education. Two-hundred and forty-nine (N = 249) elderly consumers were surveyed to demonstrate the validity of this measure. Specifically, it was hypothesized that satisfaction with retail establishments in one’s community contributes to overall life satisfaction. The data supported the validity of the measure.     

How can mindfulness be promoted? Workload and recovery experiences as antecedents of daily fluctuations in mindfulness

While previous work on mindfulness has focused predominantly on the benefits of mindfulness and of mindfulness interventions, the present article addresses the question of how natural experiences of mindfulness can be promoted in the context of work. Accordingly, this article sheds light on day‐to‐day fluctuations in workload and recovery experiences (psychological detachment and sleep quality) as antecedents of state mindfulness. Furthermore, this study extends extant research that has documented beneficial effects of mindfulness on subsequent recovery experiences by arguing that the relationship between mindfulness and recovery experiences is reciprocal rather than unidirectional. Using an experience‐sampling design across five workdays and involving three daily measurement occasions, we found that sleep quality and workload were related to subsequent levels of mindfulness. While not displaying a significant direct relationship with mindfulness, psychological detachment was indirectly related to mindfulness via sleep quality. Fatigue was identified as an important mechanism explaining these relationships. Furthermore, findings confirmed that the relationship between mindfulness and recovery experiences is reciprocal rather than unidirectional. Taken together, this study contributes to an enriched understanding of the role of mindfulness in organizations by shedding light on factors that precede the experience of mindfulness and by pointing to the existence of gain spirals associated with recovery experiences and mindfulness.

Practitioner points

• Organizations seeking to promote mindfulness among their workforce should try to keep workload to a manageable degree.
• Organizations may also pay attention to care for employees' day‐to‐day recovery as it has been shown to facilitate mindfulness.

     

Cognitive anthropology and the problem‐solving behaviour of green consumers

• This paper examines the contextual aspects of problem‐solving behaviour of ‘green’, environmentally oriented consumers. It is argued that by profiling the consumer in cognitive terms, a more robust understanding of green consumer behaviour can be provided.
• To illustrate this, we draw upon the cognitive anthropological concepts of practical thinking and bricolage. These are used to integrate ‘context’ into a model of cognition via qualitative, interview‐based research which examined how consumers assess the environmental friendliness of supermarket products.
• In order to increase external validity two respondent groups were compared, British and German consumers. Different levels of successful and unsuccessful practical thinking and bricolage were identified.

Copyright © 2006 John Wiley & Sons, Ltd.     

From terrible twos to sassy sixes: The development of vocabulary and executive functioning across early childhood

Across the early childhood period of development, young children exhibit considerable growth in their executive functioning (EF) and vocabulary abilities. Understanding the developmental trajectory of these seemingly interrelated processes is important as both early vocabulary and EF have been shown to predict critical academic and socio-emotional outcomes later in childhood. Although previous research suggests that EF and vocabulary are correlated in early childhood, much of the existing longitudinal research has focused on unidirectional relations among preschool child samples. The current large-scale study, therefore, sought to examine whether children's vocabulary and EF abilities are bidirectionally related over time across four measurement waves in early childhood (i.e., at ages 2, 3, 4, and 6). At each timepoint, children's vocabulary skills were positively correlated with their concurrent EF abilities. After controlling for child sex and maternal education status, the best-fitting, cross-lagged panel model was a unidirectional model whereby children's early vocabulary scores predicted their later EF performance at each timepoint. Although age 2 EF significantly predicted age 3 vocabulary size, this association was no longer significant after accounting for maternal education status. Our results illustrate that vocabulary size plays an important role in predicting children's later EF performance across various timepoints in early childhood, even after controlling for children's initial EF scores. These findings have important implications for intervention research as fostering early vocabulary acquisition may serve as a possible avenue for improving EF outcomes in young children.

Research Highlights

• Children's vocabulary size is positively correlated with their concurrent executive functioning skill at ages 2, 3, 4, and 6
• Young children's early vocabulary scores predict their later EF performance across measurement waves, even after controlling for initial EF skill
• There is stability in children's relative vocabulary size and executive functioning performance over time in early childhood

     

Exploring consumers' health meaning categories: towards a health consumption meaning model

• Health marketplace offers a lucrative business for many companies. However, there is a gap in consumer research in understanding what health as a target of consumption really means to consumers. The subtleties and multiplicity of meanings rural and urban (both younger and older) consumers attach to health in their everyday lives are empirically explored in this article. Findings of a focus group interview‐based interpretive analysis are reported. It was found that meanings consumers associate with health are profound and multi‐faceted (identification of several health‐meaning categories) with some evidence for age‐ and area‐of‐ residency‐related health‐meaning differences. The article is concluded by advancing theory‐building in consumer research in the form of developing a tentative framework model that can be used to analyze health consumption meanings.

Copyright © 2006 John Wiley & Sons, Ltd.     

Mediated pathways from maternal depression and early parenting to children's executive function and externalizing behaviour problems

Structural equation models were used to examine pathways from maternal depression and early parenting to children's executive function (EF) and externalizing behaviours in the first nationally representative study to obtain direct assessments of children's kindergarten EF skills (i.e., the Early Childhood Longitudinal Study Kindergarten Class of 2010–2011). Preliminary analyses revealed that maternal depression was negatively related to children's EF and positively related to children's externalizing behaviour problems. However, the negative association between maternal depression and children's EF was completely mediated by maternal parenting practices (i.e., warmth and home learning stimulation). Furthermore, there was an indirect effect from maternal parenting practices to children's externalizing behaviour problems through EF, such that children with stronger EF skills had fewer externalizing behaviour problems. Findings provide support for a family process model in which warm, cognitively stimulating parenting supports children's EF, which in turn decreases externalizing behaviours.

Highlights

• This study examined pathways from parent mental health to children's executive function (EF) and behaviour problems.
• Maternal depression was negatively related to children's EF and positively related to children's behaviour problems.
• The negative association between maternal depression and children's EF was completely mediated by maternal parenting. There was an indirect effect from maternal parenting to children's behaviour problems through EF.

     

Consumers behaving badly: deviation or innovation? Power struggles on the web

• This paper sets out to conceptually explore emerging communication patterns online and apparently deviant behaviours they can sustain within the scope of consumer‐producer relationships as power struggles. In addition it seeks to advance a conceptualisation of the balancing of power between consumers and producers on the web through contesting discourses labelling deviance. Theories in computer‐mediated‐communications (CMC) and cyber‐cultural studies are first covered to describe why consumers might engage in apparently deviant behaviour. Following this, definitions of power are provided and the work of Foucault is borrowed in order to evaluate how strategies of power can be based on deviant behaviour online. This paper concludes that given the yet to be normalised nature of the Internet, the current balance of power between producers and consumers could be determined by the establishment of a discourse outlining what is the norm and what is deviant. Implications for producers and consumers are discussed.

Copyright © 2006 John Wiley & Sons, Ltd.     

The Logic of Plausible Reasoning: A Core Theory

The paper presents a core theory of human plausible reasoning based on analysis of people's answers to everyday questions about the world. The theory consists of three parts:

• 1 a formal representation of plausible inference patterns; such as deductions, inductions, and analogies, that are frequently employed in answering everyday questions;
• 2 a set of parameters, such as conditional likelihood, typicality, and similarity, that affect the certainty of people's answers to such questions; and
• 3 a system relating the different plausible inference patterns and the different certainty parameters.

This is one of the first attempts to construct a formal theory that addresses both the semantic and parametric aspects of the kind of everyday reasoning that pervades. all of human discourse.     

Sedation and care at the end of life

This special issue of Theoretical Medicine and Bioethics takes up the question of palliative sedation as a source of potential concern or controversy among Christian clinicians and thinkers. Christianity affirms a duty to relieve unnecessary suffering yet also proscribes euthanasia. Accordingly, the question arises as to whether it is ever morally permissible to render dying patients unconscious in order to relieve their suffering. If so, under what conditions? Is this practice genuinely morally distinguishable from euthanasia? Can one ever aim directly at making a dying person unconscious, or is it only permissible to tolerate unconsciousness as an unintended side effect of treating specific symptoms? What role does the rule of double effect play in making such decisions? Does spiritual or psychological suffering ever justify sedation to unconsciousness? What are the theological and spiritual aspects of such care? This introduction describes how the authors in this special issue wrestle with such questions and shows how each essay relates to the author’s individual position on palliative sedation, as developed in greater detail within his contribution.