An experimental investigation of justice-based service recovery on customer satisfaction, loyalty, and word-of-mouth intentions

Service recovery is related to many important organizational outcomes such as customer satisfaction, loyalty, and profitability. Within the theoretical framework of organizational justice, an experiment using a simulated "live" service failure was used to assess the effects of justice-based service-recovery strategies on customer satisfaction, loyalty, positive word-of-mouth intentions, and negative word-of-mouth intentions. Analysis indicated that strategies including interactional justice, distributive justice, and a combination of these were equally effective in maintaining customer satisfaction, loyalty, and positive word of mouth, and minimizing negative word of mouth after a service failure. No support for the service recovery paradox, that is, increased satisfaction following service failure and recovery compared to never having a problem, was found. Satisfaction and loyalty for those in the failure conditions were equal to, although not higher than, in the no-failure control condition. Practical implications for organizational practices are discussed.     

Acceptance patterns of retaliatory aggression among adjudicated youth by sex and race

This study investigates sex and race differences in normative beliefs about the acceptability of aggression across dimensions of severity of provocation (weak versus strong) and sex of provoker (male versus female). Students in the sample of 311 included those required to attend three Department of Youth Services schools after placement by the juvenile court system from across the state of Alabama (N=392). Results show that males were significantly more likely than females to approve of retaliation to weak provocation and against females. There were no significant differences between males and females for retaliation with strong provocation and against males. Results also show the Black group was significantly more likely than the White group to approve of retaliation to weak provocation, strong provocation, and against females.     

Ideal-self Responding on the MMPI

The MMPI was administered to 29 college students under standard and ideal-self instructions in order to determine whether or not there is agreement as to what constitutes favorable adjustment. A profile analysis of the ideal-self responses yielding an intraclass correlation of .62 (p < .001). This result substantiates previous studies suggesting that an identifiable profile exists. Items changed between the self and ideal administrations were analyzed for their social favorability, interpretive ambiguity, obviousness, and scale membership. The first three factors were found to significantly influence responding under the ideal-self set. Implications of such item changes and of ideal-self profile were discussed.     

The Effect of Inquiry on the Exner Comprehensive System

The effect of inquiry on the Comprehensive System was tested by scoring 130 protocols of patients and normals with and without inquiry. The absence of inquiry significantly reduced the means for Developmental Quality-vague (DQv), Form Quality-unusual (FQu), the sum of color responses (SumC), the sum of shading responses (Sum Shading), and the weighted thought disorder measure (W Sum6 SP SC), but significantly increased pure form (F). The effect for W Sum6 SP SC was strongest for schizophrenic protocols. Liberalized scoring rules were established in an attempt to restore the interpretive validity of the scoring categories distorted by the lack of inquiry. The new rules significantly improved the accuracy of color and shading categories, but did not improve the special scores measure of thought disorder.     

Working at the “Intimate Edge”: Intersubjective Considerations—Comments on “A Case Study of Power and the Eroticized Transference–Countertransference”

Working from the premise that as analysts we are always vulnerable to unconscious collusion and enactment, and that this has radical implications for how we conceive of the analytic process, I try to illustrate how the process of working at the “intimate edge” of the analytic relationship, and explicitly engaging what goes on intersubjectively between patient and analyst expands the analytic process and the analytic possibilities. I especially focus on how deconstructing interactive enactment can help to access unconscious aspects of what might be in play in relation to the issues of power and eroticized transference–countertransference under discussion here, and how this process itself can become the medium of the work and the focus of therapeutic action.     

How I Become a Psychoanalyst

In this essay, I focus on how my personal history contributed to my choosing to become a psychoanalyst, what I then encountered and the choices I made professionally, and the issue of being “inside” versus “outside” the classical tradition. In this context, I describe some of the political conditions that prevented Ph.D.'s from being able to be trained as analysts within the classical tradition during those years. I also describe how the training I received outside the classical tradition actually was much broader than what would have been offered within it and how it allowed for a level of intellectual freedom and critical thinking about traditional ways of working that would not have been possible in the classical institutes. I also describe briefly how I began developing the concept of working at the “intimate edge” in the analytic relationship, which I first began writing about in 1974 and which is detailed most fully in my 1992 book, The Intimate Edge: Extending the Reach of Psychoanalytic Interaction, and in several subsequent publications (Ehrenberg, 1995, 1996, 2000, 2003).     

Adult age differences in subjective and objective measures of strategy use on a sequentially cued prediction task

Differences in strategy use are thought to underlie age-related performance deficits on many learning and decision-making tasks. Recently, age-related differences in learning to make predictions were reported on the Triplets Prediction Task (TPT). Notably, deficits appeared early in training and continued with experience. To assess if age differences were due to early strategy use, neural networks were used to objectively assess the strategies implemented by participants during Session 1. Then, the relationship between these strategies and performance was examined. Results revealed that older adults were more likely to implement a disadvantageous strategy early in learning, and this led to poorer task performance. Importantly, the relationship between age and task performance was partially mediated by early strategy use, suggesting that early strategy selection played a role in the lower quality of predictions in older adults.     

Latent variable assessment of outcomes in a nurse-managed intervention to increase latent tuberculosis treatment completion in homeless adults.

OBJECTIVE: To assess predictors of latent tuberculosis infection (LTBI) completion by using structural equation modeling (SEM) among homeless adults, a group at great risk for LTBI and active tuberculosis (TB). LTBI therapy is effective in stemming the progression to active TB, yet treatment adherence among homeless persons is difficult to attain. DESIGN: By using SEM, the authors assessed predictors of LTBI completion among a sample of 494 homeless adults in Los Angeles, CA, who received either a nurse case-managed program (NCM) or a usual care program. MAIN OUTCOME MEASURES: Latent variables were created with the baseline variables of site type, age, intervention status, dissatisfaction with health care, depression, TB risk assessment, alcohol use, heroin or cocaine use, and TB knowledge. Outcome variables included many of the same baseline variables as well as treatment completion. RESULTS: LTBI treatment completion (100% adherence) was significantly and positively associated with participation in NCM, older age, and less heroin or cocaine use. NCM also predicted greater TB knowledge, greater ease of treatment, and more satisfaction with treatment (NCM completion rate = 64%, control rate = 42%). CONCLUSION: The culturally competent NCM program, combined with active tracking and incentives, was successful in a difficult-to-treat and highly transient population.     

Double Agents

Jennifer Herdt's Putting On Virtue argues for the theological and normative superiority of noncompetitive accounts of divine and human agency. Although such accounts affirm the indispensability and sovereignty of divine grace they also acknowledge human agents as active participants in their own moral change. Indeed, Herdt contends we cannot coherently describe the human telos as entailing a transformation of character without affirming that human agents meaningfully contribute to that change. Nevertheless, a recurrent worry in Putting On Virtue is that persons may view their growth in virtue as a personal achievement and that the pleasure of positive self‐regard will displace disinterested—and hence truly virtuous—moral aspiration. This discussion of Herdt's volume sympathetically canvasses her argument. It then looks briefly at the reflexive structure of human agency to consider the relationship between the human telos and the transformation of character, and to encourage a more generous attitude toward positive self‐regard.