Customer reactions to encountering consecutive service failures

According to previous studies, many consumers in Taiwan have experienced consecutive service failures. Despite these failures, many consumers still remain loyal to a service provider for a variety of reasons, such as money deposits, contractual agreements, associated costs, time constrains, and health concerns. We attempt to investigate the emotional reactions and expectations of consumers after they have experienced two consecutive service failures. Our findings reveal that for high‐involvement services, although customers display strong negative emotional reactions after each service failure, the reaction to the second service failure is less intensive than that to the first one. Furthermore, our findings show that as long as the products or services remain in use, customers tend to retain high levels of expectation in regard to the service provider. Copyright © 2012 John Wiley & Sons, Ltd.     

Heartwarming memories: Nostalgia maintains physiological comfort

Nostalgia, a sentimental longing or wistful affection for the past, is a predominantly positive and social emotion. Recent evidence suggests that nostalgia maintains psychological comfort. Here, we propose, and document in five methodologically diverse studies, a broader homeostatic function for nostalgia that also encompasses the maintenance of physiological comfort. We show that nostalgia--an emotion with a strong connotation of warmth--is triggered by coldness. Participants reported stronger nostalgia on colder (vs. warmer) days and in a cold (vs. neutral or warm) room. Nostalgia, in turn, modulates the interoceptive feeling of temperature. Higher levels of music-evoked nostalgia predicted increased physical warmth, and participants who recalled a nostalgic (vs. ordinary autobiographical) event perceived ambient temperature as higher. Finally, and consistent with the close central nervous system integration of temperature and pain sensations, participants who recalled a nostalgic (vs. ordinary autobiographical) event evinced greater tolerance to noxious cold.     

Distinct processing for pictures of animals and objects: evidence from eye movements

Many studies have suggested that emotional stimuli orient and engage attention. There is also evidence that animate stimuli, such as those from humans and animals, cause attentional bias. However, categorical and emotional factors are usually mixed, and it is unclear to what extent human context influences attentional allocation. To address this issue, we tracked participants' eye movements while they viewed pictures with animals and inanimate images (i.e., category) as focal objects. These pictures had either negative or neutral emotional valence, and either human body parts or nonhuman parts were near the focal objects (i.e., context). The picture's valence, arousal, position, size, and most of the low-level visual features were matched across categories. The results showed that nonhuman animals were more likely to be attended to and to be attended to for longer times than inanimate objects. The same pattern held for the human contexts (vs. nonhuman contexts). The effects of emotional valence, category, and context interacted. Specifically, in images with a negative valence, focal animals and objects with human context had comparable numbers of gaze fixations and gaze duration. These results highlighted the attentional bias to animate parts of a picture and clarified that the effects of category, valence, and picture context interacted to influence attentional allocation.     

Religious Problem Solving and the Complexity of Religious Rationality Within an Iranian Muslim Ideological Surround

Comparative rationality analysis formally examines the incommensurable social rationalities that theoretically exist within religions and the social sciences according to the ideological surround model (ISM) of the psychology of religion. This study extended these procedures to a new cultural context: 220 Iranian university students responded to the Religious Problem‐Solving Scales developed by Pargament et al. (1988). As hypothesized, the Collaborative Problem‐Solving Style was consistent, and the Self‐Directing Style inconsistent, with Iranian Muslim religious and psychological adjustment. The Deferring Style had ambiguous implications. Comparative rationality analysis demonstrated that sample interpretations of these styles explained greater variance in adjustment than did the original scales. These procedures also yielded the unexpected discovery that the Deferring Style included a secular as well as a religious form of Iranian rationality. These data most importantly support the ISM claim that “future objectivity” requires empirical analyses of the incommensurable rationalities operating within the psychology of religion.     

Bibliotherapy for low sexual desire: evidence for effectiveness

This study examines the effectiveness of bibliotherapy for low sexual desire among women, which is the most frequent sexual concern brought to counselors. Forty-five women responded to an advertisement for participation in a study on low sexual desire and were assigned to either the intervention or the wait-list control group. The intervention group completed the Hurlbert Index of Sexual Desire (HISD; Apt & Hurlbert, 1992) and the Female Sexual Function Index (FSFI; R. Rosen et al., 2000), read the self-help book under study in 6 weeks, and completed the measures a second time. The control group completed the same measures 6 weeks apart. Results demonstrated that the intervention group made statistically greater gains over time as compared with the control group on measures of sexual desire (HISD and FSFI Desire subscale), sexual arousal (FSFI Arousal subscale), sexual satisfaction (FSFI Satisfaction subscale), and overall sexual functioning (FSFI Total Score). A subset of participants in the intervention group participated in a 7-week follow-up study, and these participants maintained their gains in sexual desire and overall sexual functioning. Findings have important implications for future research on the efficacy of bibliotherapy generally and for low sexual desire specifically. Results also have vital implications for the treatment of low sexual desire.     

Modeling general and specific variance in multifaceted constructs: a comparison of the bifactor model to other approaches

This article recommends an alternative method for testing multifaceted constructs. Researchers often have to choose between two problematic approaches for analyzing multifaceted constructs: the total score approach and the individual score approach. Both approaches can result in conceptual ambiguity. The proposed bifactor model assesses simultaneously the general construct shared by the facets and the specific facets, over and above the general construct. We illustrate the bifactor model by examining the construct of Extraversion as measured by the Revised NEO Personality Inventory (NEO‐PI‐R; Costa & McCrae, 1992), with two college samples (N = 383 and 378). The analysis reveals that the facets of the NEO‐PI‐R Extraversion correlate with criteria in opposite directions after partialling out the general construct. The direction of gender differences also varies by facets. Bifactor models combine the advantages but avoid the drawbacks of the 2 existing methods and can lead to greater conceptual clarity.     

Natural ambiguities: Racial categorization of multiracial individuals

Understanding the perception of multiracial persons is increasingly important in today's diverse society. The present research investigated the process of categorizing multiracial persons as “Multiracial.” We hypothesized that perceivers would make fewer Multiracial categorizations of multiracials and that these categorizations would take longer than monoracial categorizations. We found support for these hypotheses across six experiments. Experiment 1 demonstrated that perceivers did not categorize morphed Black–White faces as Multiracial with the same frequency with which they categorized Black and White faces as Black and White (respectively), and that categorizations of multiracials as Multiracial took longer than monoracial categorizations. Experiment 2 replicated and extended these effects to real Black–White faces. Experiment 3 showed that these findings generalized to Asian–White faces. We used pixel variance analysis to show that these effects were not due to increased variance among Multiracial faces. The image analysis showed that the Black–White morphs and real biracials were actually less varied than either the Black or White sets of faces. Experiments 4 and 5 demonstrated that cognitive load and time constraints detrimentally affected multiracial, but not monoracial, categorizations. Experiment 6 showed that imbuing monoracial categories with importance decreases the use of the Multiracial category. Implications of these findings for understanding perceptions of multiracial persons are discussed.     

Differentiating the effects of status and power: a justice perspective

Few empirical efforts have been devoted to differentiating status and power, and thus significant questions remain about differences in how status and power impact social encounters. We conducted 5 studies to address this gap. In particular, these studies tested the prediction that status and power would have opposing effects on justice enacted toward others. In the first 3 studies, we directly compared the effects of status and power on people's enactment of distributive (Study 1) and procedural (Studies 2 and 3) justice. In the last 2 studies, we orthogonally manipulated status and power and examined their main and interactive effects on people's enactment of distributive (Study 4) and procedural (Study 5) justice. As predicted, all 5 studies showed consistent evidence that status is positively associated with justice toward others, while power is negatively associated with justice toward others. The effects of power are moderated, however, by an individual's other orientation (Studies 2, 3, 4, and 5), and the effects of status are moderated by an individual's dispositional concern about status (Study 5). Furthermore, Studies 4 and 5 also demonstrated that status and power interact, such that the positive effect of status on justice emerges when power is low and not when power is high, providing further evidence for differential effects between power and status. Theoretical implications for the literatures on status, power, and distributive/procedural justice are discussed.     

Incremental validity of person-organization fit over the Big Five personality measures

Few studies have provided the validity evidence of a measure of objective person-organization fit (P-O fit) as a selection tool. The present study used a concurrent validation design to examine the criterion-related validity and the incremental validity of a P-O fit measure beyond the validity of the Big Five personality test for predicting job performance (task performance and organizational citizenship behavior) and employee commitment (organizational commitment and supervisory commitment) for a group of high-tech professional employees in Taiwan. Results showed that P-O fit predicted the contextual component of overall job performance and was significantly related to two types of employee commitment. Moreover, P-O fit had an incremental validity beyond that of the personality measures for predicting some of our outcome variables.     

Methodological Issues in Psychology of Religion Research in the Chinese Context

The present study investigates methodological issues in psychology of religion in Mainland China. Beginning with an overview of Western and Eastern scholars’ representative views on methodological issues relative to psychology of religion, this essay then analyzes the distinctive Chinese cultural background in terms of influences exerted by mainstream ideology, opportunities provided by the goal of building a harmonious society, and the real demand for the development of psychology of religion. Finally, this study puts forward several methodological strategies for constructing a Chinese psychology of religion including advanced theoretical research to strengthen the basis of research methods in Chinese psychology of religion; understanding more precisely the basis of constructing localized methods with Chinese features; and encouraging exploration on diversification and promotion of methodological innovation for psychology of religion in China.