The link between social interactions and trust recovery in customer–business relationships

Trust plays a crucial role in interpersonal relationships, including customer–company relationships, where the customer expects that a company will behave predictably in any particular situation. Companies do not always fulfill customers' expectations and thereby breach the trust relationship. To avoid negative consequences of this trust violation, companies may issue a formal apology as one possible path to regaining customer trust. In the same way, a previous social interaction, which can increase the customer's levels of oxytocin, can help to recover trust after service failures. In this study, three experiments were conducted as follows: the first manipulating a simulated social interaction with images; the second manipulating a physical social interaction, (i.e., a hug); and the third with exogenous oxytocin administration. The results showed that both physical interaction, (i.e., a hug) and simulated social interaction, (i.e., images of people interacting with each other) had a positive effect on customer trust recovery and provided support for oxytocin release as the underlying mechanism in this process. This research contributes to understanding of the link between social interactions and trust by elucidating the effects of both simulated and physical interactions on trust recovery.     

Study of behavioural and neural bases of visuo‐spatial working memory with an fMRI paradigm based on an n‐back task

The goal of this study was to propose a new functional magnetic resonance imaging (fMRI) paradigm using a language‐free adaptation of a 2‐back working memory task to avoid cultural and educational bias. We additionally provide an index of the validity of the proposed paradigm and test whether the experimental task discriminates the behavioural performances of healthy participants from those of individuals with working memory deficits. Ten healthy participants and nine patients presenting working memory (WM) deficits due to acquired brain injury (ABI) performed the developed task. To inspect whether the paradigm activates brain areas typically involved in visual working memory (VWM), brain activation of the healthy participants was assessed with fMRIs. To examine the task's capacity to discriminate behavioural data, performances of the healthy participants in the task were compared with those of ABI patients. Data were analysed with GLM‐based random effects procedures and t‐tests. We found an increase of the BOLD signal in the specialized areas of VWM. Concerning behavioural performances, healthy participants showed the predicted pattern of more hits, less omissions and a tendency for fewer false alarms, more self‐corrected responses, and faster reaction times, when compared with subjects presenting WM impairments. The results suggest that this task activates brain areas involved in VWM and discriminates behavioural performances of clinical and non‐clinical groups. It can thus be used as a research methodology for behavioural and neuroimaging studies of VWM in block‐design paradigms.     

Iteration of Partially Specified Target Matrices: Application to the Bi-Factor Case

The current study proposes a new bi-factor rotation method, Schmid-Leiman with iterative target rotation (SLi), based on the iteration of partially specified target matrices and an initial target constructed from a Schmid-Leiman (SL) orthogonalization. SLi was expected to ameliorate some of the limitations of the previously presented SL bi-factor rotations, SL and SL with target rotation (SLt), when the factor structure either includes cross-loadings, near-zero loadings, or both. A Monte Carlo simulation was carried out to test the performance of SLi, SL, SLt, and the two analytic bi-factor rotations, bi-quartimin and bi-geomin. The results revealed that SLi accurately recovered the bi-factor structures across the majority of the conditions, and generally outperformed the other rotation methods. SLi provided the biggest improvements over SL and SLt when the bi-factor structures contained cross-loadings and pure indicators of the general factor. Additionally, SLi was superior to bi-quartimin and bi-geomin, which performed inconsistently across the types of factor structures evaluated. No method produced a good recovery of the bi-factor structures when small samples (N = 200) were combined with low factor loadings (0.30–0.50) in the specific factors. Thus, it is recommended that larger samples of at least 500 observations be obtained.     

Conflicts with Friends: A Multiplex View of Friendship and Conflict and Its Association with Performance in Teams

Drawing on conservation of resources theory, multiplex social networks research, and the emerging conflict involvement perspective, the purpose of this study is to develop and test a multiplex view of conflict that explicitly accounts for the nature of the social relationships between those involved in intrateam conflict and how these multiplex relationships differentially impact team performance. Data were collected from 120 teams engaged in a 4-month business simulation. Relationship conflicts occurring among team members who are friends have a negative impact on team performance, whereas those occurring between non-friends have a positive impact on team performance. Although we also find non-friend task conflicts to be beneficial for team performance, friend task conflicts have no impact on team performance. This study highlights the dark side of workplace friendships and admonishes managers to pay close attention not only to conflicts among employees, but also to the relational closeness of those involved in conflict. The current study provides empirical support for the emerging conflict involvement perspective by explicitly assessing the number of individuals involved in conflict as well as the type of relationships between them. We also extend research on multiplex relationships from the individual to the team level of analysis. Finally, we respond to calls for studies of multiplexity that include both positive and negative relationships.     

Scrutinizing the Emotional Nature of Intuitive Coherence Judgments

Dual‐system models propose that cognitive processing can occur either intuitively or deliberately. Unlike deliberate decision strategies, intuitive ones are assumed to have an emotional component attached to the decision process. We tested if intuitive decisions are indeed accompanied by an emotional response while deliberate decisions are not. Specifically, we conducted a psychophysiological study in which participants were instructed to decide either intuitively or deliberately if three simultaneously presented words were semantically coherent or incoherent (triad task). The degree of emotionality of these two decision strategies (intuitive vs. deliberate) was compared using changes in electrodermal activity (EDA) and the reaction time (RT) effect of an affective priming paradigm as primary measurements. Based on a valence‐arousal model, our results revealed that intuitive and deliberate judgments do not differ as to their emotional valence but that they do differ in emotional arousal. Most notably, sympathetic activation during intuitive judgments was significantly lower compared to sympathetic activation during deliberate judgments. Our results reflect that a relaxed state of mind—manifested in low sympathetic activity—could underlie the holistic processing that is assumed to facilitate the proliferation of semantic associations during coherence judgments. This suggests that coherence judgments made under an (instructed) intuitive decision mode have a specific psychophysiological signature and that arousal is the differentiating component between intuitive and deliberate decision strategies. © 2016 The Authors Journal of Behavioral Decision Making Published by John Wiley & Sons Ltd.     

Affective dimension in cognitive maps of Barcelona and São Paulo

This paper analyses the relationship between city and affection as revealed through an investigation into the feelings and emotions of a sample of inhabitants of Barcelona and São Paulo towards their cities. A study of affection in the context of a city has its origin in the assumption that it is possible to develop an ethical‐affective rationality in the creation of spaces of both public and private interest, a dimension that can serve to optimize the action of the inhabitants of a city. The theoretical/methodological approach adopted was essentially interdisciplinary, with a basis in social psychology, as can be seen in the data‐gathering instrument. In order to assess the city's affective dimension, individual interviews were carried out and a questionnaire was applied to individuals in groups. In the latter subjects were asked to make a drawing representing their city and to answer some questions regarding this pictorial representation. The sample consisted of 200 subjects, half of whom were from Barcelona and half from São Paulo. Most were in the age range 18–35, undergraduate or graduate students, with females and residents of the metropolitan areas of the two cities studied being in the majority. The qualitative data were classified according to their meaning and content, using the categories that had been established in the pilot study, namely contrasts, insecurity, pleasantness, and belonging. A statistical analysis was then performed on the resulting categories. After being categorized, catalogued, and qualified by metaphors, the responses gave the following images: city of contrast, city of attraction, city of destruction, city of surprises, city of movement, and pleasant city. These images show feelings and emotions about Barcelona and São Paulo that act as representations. This presents the need to revise the affective dimension in the meaning structure of cognitive maps as proposed by Lynch. As a result, the new category of affective maps is therefore proposed, as being the category that expresses affective meanings and serves as an indication of the level of esteem for the city, two aspects that act as reference points for the involvement and participation of a city's inhabitants.     

The moderating effect of trigger intensity on triggered displaced aggression

Many instances of aggression result in excessive retaliation in response to a seemingly trivial triggering event. The triggered displaced aggression paradigm (TDA; Miller, Pedersen, Earleywine, & Pollock, 2003) provides an experimental vehicle for exploring such occurrences. Participants were either provoked or not and were subsequently exposed to a neutral, mild, or moderately strong triggering event from a second bogus participant. Consistent with TDA theory (Miller et al., 2003), disjunctively escalated aggressive behavior occurred only among previously provoked participants when responding to the mild triggering event, but not the moderately strong or neutral trigger. Independent of provocation, the neutral triggering event elicited very low levels of aggression, whereas the moderately strong trigger elicited moderate levels of aggression. Implications for instances of real world aggression are discussed.