Consumers' Affective Response to Delays at Different Phases of a Service Delivery1

A field experiment was conducted in an educational setting to investigate affective reactions occurring at different phases of the delivery of a service. An eight-minute delay caused more negative affective reactions when it occurred either before the service started (preprocess) or after the service had terminated (postprocess) than when it occurred in the middle of the service encounter (in-process). No differences were observed for positive affect. Field theory is proposed as a theoretical framework to account for the results, and practical applications for addressing the social problem of structuring waiting environments are discussed.     

Responsibility for damage and anger]

Anger about frustration or damage was assumed to depend on how much responsibility can be attributed to the perpetrator. This hypothesis was tested experimentally (N = 120). Drawing upon constituents of the action concept (e.g. free will), three everyday situations (e.g. being obstructed while driving) were varied with regard to responsibility. Twenty subjects each were asked to imagine the three situations from one of the six levels of responsibility and to indicate how angry they would feel. In addition to state anger, anger in, anger out, and anger control were assessed. When trait anger was controlled for, state anger as well as anger out increased as a function of the perpetrator's responsibility, whereas anger control decreased. These results were in line with theoretical expectations. They demonstrate that the expression of anger is subject to social norms and depends largely on the situation. This finding complements original assumptions on the trait-like nature of anger in, anger out, and anger control.     

Proactive inhibition in short-term retention

Summary A model of Estes which describes retroactive inhibition effects was adapted to the process of proactive inhibition in short-term retention. Results obtained by Reutener (1972) with the single-item free recall paradigm could be adequately described with the proposed model.     

Avoidance of risk as a determinant of cooperation

Pairs of subjects could either cooperate or respond on a lower paying individual task. Whenever both subjects chose to cooperate, either subject could make a response that took $1.00 of the other's earnings. In Exp. I, a stimulus signalled when a “take” response had been made. Either subject could avoid the loss by switching to the individual task within 5 sec after the stimulus appeared. Rates of cooperation were high when losses could be avoided but decreased again when the avoidance condition was removed. In Exp. II, a response prevented “takes” from occurring for a specified time interval after the response. This procedure also maintained cooperation. When each avoidance response subtracted from earnings, both avoidance responding and cooperation were eliminated.     

Neuromyotonic syndrome

A syndrome with constant rest activity was observed in the EMG of a 28-years-old female patient. An H-reflex was detected for normal nerve conduction velocity. Hypomagnesemia was striking among the laboratory values. Bioptic investigation yielded centralisation of nuclei, variations in the diameter of muscle fibres and a predominance of type I fibres. The findings and the response to Finlepsin point to neuromyotonic syndrome.     

Suffering and faith

It is hypothesized that, under the impact of suffering or loss, some Christians not only grieve for what has been lost but also experience feelings of separation from their God and mourn that loss also. This spiritual mourning may take different forms and may lead to different outcomes in ways more or less analogous to those described for mourning and variants thereof by various workers. Drawing upon such work, the author describes certain possible forms of spiritual mourning.The preparation of this paper was supported in part by Grant HD-03110 from the National Institute of Child Health and Human Development and by Maternal and Child Health Training Grant No. MCT=000916A.     

Semantic effects in encoding specificity: A levels of processing approach

The semantic characteristics of study and retrieval contexts were varied in a cued recall paradigm. In the first experiment, ambiguous words (homographs) were modified at input and output by identical adjectives or by different adjectives reflecting either the same meaning or a different meaning. The results supported the principle of encoding specificity (Thomson & Tulving, 1970), but only for identical input and output cues; the results showed no facilitation of similar semantic context on recall. The second experiment used a depth-of-processing manipulation to show that the results predicted by a semantic interpretation of encoding specificity are obtainable, but only when subjects are induced to process deeply. The implications of these data for the generality of encoding specificity are discussed.     

Differential predictability of females and males

This study examined the existence of sex differences in validity coefficients from a variety of different types of tests. It was found that female validities significantly exceeded male validities by .04 correlational units. When the validities were broken down by predictor categories, no significant differences were observed between males and females on either personality or high school background measures; and female validities exceeded male validities on tests of abstract reasoning, clerical abilities, information, mathematical abilities, verbal abilities, and composite scores from multiple tests. Implications of these findings are discussed.Use of the Michigan State University computing facilities was made possible through support, in part, from the National Science Foundation.     

Likability and Similarity as Potential Sources of Predictor-Related Criterion Bias in Validation Research

Previous research on the effects of bias in criterion-related validation research has typically involved the use of statistical corrections for halo, leniency, and/or central tendency. We present arguments that likability and similarity of raters to ratees may constitute a form of predictor-related criterion bias. One cannot investigate this form of bias without clear understanding of method, predictor, and criterion constructs and careful direct measurement of each. Measurement and theorizing of method constructs is rarely, if ever, undertaken in criterion-related validation work. The results of a criterion-related validation of the use of quantitative and verbal ability and interview and role-play simulations to predict the performance of 372 federal investigative agents are reported. Using the all-Y LISREL model (Williams & Anderson, 1994), we found that likability and similarity factors were related to interview and role play measures. However, none of these potential "biases" affected both predictor and criterion constructs, hence there was no effect on the estimates of the relationships between the predictors and criteria. Limitations with respect to the generalizability of these results to criterion-related research in which performance data are not as carefully collected as well as advantages and disadvantages of more traditional regression and correlational analyses are discussed.