Customer Loyalty to the Salesperson and the Store: Examining Relationship Customers in an Upscale Retail Context

Only recently has research interest in relationship marketing and customer loyalty converged in the retail context. Although this research shows that relationship customers maintain their primary loyalty to the salesperson, which then “spills over” and affects loyalty to the store, other research suggests that salesperson loyalty has direct effects on store-level outcomes, such as spending and word of mouth. However, this has not been comprehensively investigated, and relationship researchers have specifically called for research examining the effects of salesperson and store loyalty on store-level outcomes. Our research addresses this call, and shows that in an upscale retail context a relationship customer's loyalty to the salesperson is significantly related to store loyalty as well as the important store-level outcomes of share of purchases, word of mouth and competitive resistance.     

Effects of incentives in web-based prevention for adolescents: Results of an exploratory field study

This study examines if the willingness of adolescents to participate in a web-based prevention program can be increased by providing an incentive for participation. Eighth graders (n = 166) were instructed to work on an online stress-prevention program via the internet from home. A subgroup of n = 80 subjects from three school classes were told that they would take part in a raffle if they completed the program. The remaining n = 86 participants (again three classes) served as a control group. The school classes were randomly allocated to the training conditions. During the 8-week intervention period, compliance rates were recorded by means of an online tracking system. In addition, self-reported compliance and training acceptance were assessed. The application of an incentive had considerable effects on retention rates, on training acceptance and self-assessed effectiveness of the intervention. Adolescents in the ‘incentive condition’ completed three times as many program lessons as control subjects did, and–as their self-reports suggest–they worked as attentively. Validity of self-reported compliance was higher among participants of the incentive group and they reported significantly higher program acceptance. As a consequence, the application of incentive systems is recommended for future implementation of web-based prevention programs targeting adolescents.     

Application of a modified health belief model to hiv preventive behavioral intentions among gay and bisexual men

Abstract

The utility of a modified health belief model (Janz and Becker, 1984) for predicting the intention to use condoms was tested in a study among gay and bisexual men. The model explained a reasonable amount of variance. It was found that younger men's decision to have safe sex was guided by factors other than those that influenced older men. Among younger men, the intention to use a condom was positively related to the relative number of persons with AIDS in their social environment (cues to action) and to the perceived benefits of HIV preventive behavior. Among older men, this behavioral intention was much more determined by their perception of the prevalence of HIV and by their perception of their vulnerability to HIV infection. These findings are important because they may partly explain the recent increase in AIDS-risk behavior among young gay and bisexual men. The discussion focuses on these findings and on the implications for interventions aimed at promoting safe sex.     

Relaxation in Children: Effects of Extended and Intensified Training

Although relaxation training is often used with children, there are few comparative evaluations of different approaches to relaxation. This study examines the effects of Progressive Muscle Relaxation and imagination, both presented with five and ten sessions, as well as in a standard and an intensified version. Both techniques are compared to presenting nontension producing neutral stories and tension-inducing arithmetic problems. One hundred and sixty children aged 9-12 years participated in the study. Evaluative criteria included physiological parameters (heart rate, skin conductance level, and skin temperature) and self-report measurements of mood and physical well-being. The results show clear short-term effects of both relaxation techniques and of presenting neutral stories. However, there is nearly no benefit if the training is extended or intensified.     

Parent predictors of changes in child behavior problems

The present study examined whether ineffective discipline, single parent status, social support, parent involvement, and parent depression predicted changes in preschoolers' (N = 129) behavior problems. This study also evaluated whether child sex and ethnicity moderated the relations between these variables and changes in problem behavior. Parents completed questionnaires at the beginning of the study, and parent, teacher, and observational ratings of children's behavior problems were collected twice during the school year. Parents' own social support predicted improvement for boys and parent depression was associated with worsening symptoms for girls. Single parenthood and parent involvement predicted changes in behavior problems for the sample as a whole. Several significant ethnic differences emerged, highlighting the importance of considering cultural context in studies of parenting and child externalizing behavior.     

Books received

Politics and Religion in Eastern Europe by Patrick Michel. Cambridge: Polity Press, 1991, viii + 321pp., £39.50.     

Free recall enhances subsequent learning

Testing, or retrieval practice, has become a central topic in memory research. One potentially important effect of retrieval practice has received little attention, however: It may enhance, or potentiate, subsequent learning. We introduce a paradigm that can measure the indirect, potentiating effect of free recall tests on subsequent learning, and then test a hypothesis for why tests may have this potentiating effect. In two experiments, the benefit of a restudy trial was enhanced when prior free recall tests had been taken. The results from a third, correlational study suggested that this effect might be mediated by the effect of testing on organization. Not only do encoding conditions affect later retrievability, but also retrieval attempts affect subsequent encoding effectiveness.     

Hierarchical modeling of contingency-based source monitoring: A test of the probability-matching account

According to the probability-matching account of source guessing (Spaniol & Bayen, Journal of Experimental Psychology: Learning, Memory, and Cognition 28:631–651, 2002), when people do not remember the source of an item in a source-monitoring task, they match the source-guessing probabilities to the perceived contingencies between sources and item types. In a source-monitoring experiment, half of the items presented by each of two sources were consistent with schematic expectations about this source, whereas the other half of the items were consistent with schematic expectations about the other source. Participants’ source schemas were activated either at the time of encoding or just before the source-monitoring test. After test, the participants judged the contingency of the item type and source. Individual parameter estimates of source guessing were obtained via beta-multinomial processing tree modeling (beta-MPT; Smith & Batchelder, Journal of Mathematical Psychology 54:167–183, 2010). We found a significant correlation between the perceived contingency and source guessing, as well as a correlation between the deviation of the guessing bias from the true contingency and source memory when participants did not receive the schema information until retrieval. These findings support the probability-matching account.     

Key questions regarding work engagement

This article discusses the concept of work engagement and summarizes research on its most important antecedents. The authors formulate 10 key questions and shape a research agenda for engagement. In addition to the conceptual development and measurement of enduring work engagement, the authors discuss the importance of state work engagement. Further, they argue that the social context is crucial and may set the stage for a climate for engagement with an important role for management. Engaged employees conserve their own engagement through a process of job crafting. After discussing possible dark sides of engagement and the relationship between engagement and health, the article closes with a discussion of organizational interventions to increase work engagement.     

Standard profile for the evaluation of working women's vulnerability to sexual harassment

The aim of the present study was to investigate relationships between Effort-Reward Imbalance (ERI) and employee adverse health (i.e., psychosomatic complaints, physical symptoms, and exhaustion). The Effort-Reward Imbalance Model was extended by discriminating three specific rewards separately (i.e., salary, esteem, and job security). A sample of 167 health-care workers was used to test the relationship between ERI (i.e., high effort accompanied with low reward) and employee adverse health with multiple univariate logistic regression analyses. Separate analyses were carried out with a composite reward scale and with each of the three specific reward scales as independent variables. The results indicate that the health outcomes of ERI vary depending on the specific reward that was used. Generally, the most adverse health effects were found for employees who reported both high efforts and low rewards, thus supporting the ERI Model. Moreover, the strongest effects of ERI on employee health were found when esteem was used as a reward indicator. Job security also appeared to be an important reward in this respect, whereas salary did not have strong effects as a result of ERI. Although the ERI Model was merely supported by the results, current findings also indicate it is important to separate different kinds of rewards, especially in health-care work in order to capture the complexity of working with clients as well.