Linking Service Climate and Disconfirmation of Expectations as Predictors of Customer Satisfaction: A Cross‐Level Study1

Research addressing customer satisfaction has not been conducted within an integrated framework. Two approaches have been developed separately with different levels of construct and analysis: organizational behavior and consumer behavior. Our research study provides an initial step in developing integrative strategies with the joint consideration of service climate and disconfirmation of expectations. We link these 2 concepts to customer satisfaction with services, using a cross‐level approach. Data from 105 work units and 1,033 customers confirmed the existence of a dual corridor of relationships, with independent and significant links from disconfirmation and service climate to customer satisfaction. Implications for practice and future research are discussed.     

On the Continuity and Origin of Identity in Distributed Ledgers: Learning from Russell's Paradox

This article studies the origin and continuity of the identity of the entities inscribed in a distributed ledger. Specifically, it focuses on the differences between the identities of the entities that exist in a distributed ledger and those of the entities that exist outside the ledger but must be represented in the ledger in order to interact with it. It suggests that a distributed ledger that contains representations of entities that exist outside the ledger can yield a continuum of interconnected existing and past identities that is constantly redefined to represent new conceptual entities. This continuum can be understood as a metasortal—or a sortal of sortals—that resembles the mathematical structure of a set of sets. Further, the article presents the dilemma that arises when representing the identities of entities in a distributed ledger, and it draws an analogy between this dilemma and Russell's Paradox.     

Neural circuitry of the bilingual mental lexicon: Effect of age of second language acquisition

Numerous studies have proposed that changes of the human language faculty caused by neural maturation can explain the substantial differences in ultimate attainment of grammatical competences between first language (L1) acquirers and second language (L2) learners. However, little evidence on the effect of neural maturation on the attainment of lexical knowledge in L2 is available. The present functional magnetic resonance study addresses this question via a cross-linguistic neural adaptation paradigm. Age of acquisition (AoA) of L2 was systematically manipulated. Concrete nouns were repeated across language (e.g., French–German, valise^suitcase–Koffer^suitcase). Whereas early bilinguals (AoA of L2 < 3 years) showed larger repetition enhancement (RE) effects in the left superior temporal gyrus, the bilateral superior frontal gyrus and the right posterior insula, late bilinguals (AoA of L2 > 10 years) showed larger RE effects in the middle portion of the left insula and in the right middle frontal gyrus (MFG). We suggest that, as for grammatical knowledge, the attainment of lexical knowledge in L2 is affected by neural maturation. The present findings lend support to neurocognitive models of bilingual word recognition postulating that, for both early and late bilinguals, the two languages are interconnected at the conceptual level.     

Controlling low-level image properties: The SHINE toolbox

Visual perception can be influenced by top-down processes related to the observer’s goals and expectations, as well as by bottom-up processes related to low-level stimulus attributes, such as luminance, contrast, and spatial frequency. When using different physical stimuli across psychological conditions, one faces the problem of disentangling the contributions of low- and high-level factors. Here, we make available the SHINE (spectrum, histogram, and intensity normalization and equalization) toolbox for MATLAB, which we have found useful for controlling a number of image properties separately or simultaneously. The toolbox features functions for specifying the (rotational average of the) Fourier amplitude spectra, for normalizing and scaling mean luminance and contrast, and for exact histogram specification optimized for perceptual visual quality. SHINE can thus be employed for parametrically modifying a number of image properties or for equating them across stimuli to minimize potential low-level confounds in studies on higher level processes.     

Speed behaviour as a choice between observing and exceeding the speed limit

Despite speed behaviour being defined as a choice between several possible speeds, studies using theory of reasoned action or theory of planned behaviour to predict and understand speed behaviour have focused on exceeding and not on observing the speed limit. This study examines whether the evaluation of exceeding but also of observing the speed limit contributes to improving predictions of self-reported speed behaviour and determining intentions to produce each of these two behavioural options. For a specific driving situation (straight road with 90 km/h speed limit), 238 young male drivers reported the speed at which they would drive at and where asked to assess the theory of planned behaviour key constructs with respect to observing and exceeding the speed limit by at least 20 km/h. Results showed that the amount of explained variance of self-reported speed behaviour, as well as intentions to observe and to exceed the speed limit by at least 20 km/h, increased significantly when the evaluations of the two options were introduced in the same stepwise regression analysis. Theoretical and practical implications of the results are discussed.     

Effects of Culture,Gender, and Moral Obligations on Responses to Charity Advertising Across Masculine and Feminine Cultures

Two studies investigated the effects of charity advertising on perceptions of moral obligation to help others and gauged ad evaluation. This was done in cultures that were similar in individualism but differed in either masculinity (United States and Canada) or femininity (Denmark and Norway). Participants read appeals that solicited donations to charity by focusing on either egoistic or altruistic motives. In masculine cultures, men preferred the egoistic ad and women preferred the altruistic one. In feminine cultures, where women are agentic and men are allowed to be nurturing, the opposite was the case. Exposure to both types of ads activated a sense of personal obligation among men in feminine nations and women in masculine nations. However, their opposite‐sex counterparts reacted against these ads. Implications of these findings for an understanding of culture and sex differences in advertising effectiveness are discussed.     

Changes in older Dutch adults’ role networks after moving

Using the convoy model (R. L. Kahn & T. C. Antonucci, 1980), this study examined the differential impact of relocation, depending on the distance moved, on the size of 3 types of role networks. A total of 890 Dutch nonmovers and 445 movers (aged 55–86 years) were selected from the Longitudinal Aging Study Amsterdam. Results of analyses of variance showed that the neighbor networks changed most after relocation. Long‐distance movers discontinued the largest number of relationships with fellow club members. As expected, moving did not affect coworker networks. The findings show that, consistent with the convoy model, role networks proved to be unstable. Older adults, however, restored their partial networks at the second observation by starting new relationships.     

The Montreal Affective Voices: A validated set of nonverbal affect bursts for research on auditory affective processing

The Montreal Affective Voices consist of 90 nonverbal affect bursts corresponding to the emotions of anger, disgust, fear, pain, sadness, surprise, happiness, and pleasure (plus a neutral expression), recorded by 10 different actors (5 of them male and 5 female). Ratings of valence, arousal, and intensity for eight emotions were collected for each vocalization from 30 participants. Analyses revealed high recognition accuracies for most of the emotional categories (mean of 68%). They also revealed significant effects of both the actors' and the participants' gender: The highest hit rates (75%) were obtained for female participants rating female vocalizations, and the lowest hit rates (60%) for male participants rating male vocalizations. Interestingly, the mixed situations--that is, male participants rating female vocalizations or female participants rating male vocalizations--yielded similar, intermediate ratings. The Montreal Affective Voices are available for download at vnl.psy.gla.ac.uk/ (Resources section).