Satisfaction,loyalty and word of mouth within the customer base of a utility provider: differences between stayers,switchers and referral switchers

Research on satisfaction, loyalty and word of mouth (WOM) behaviour has made considerable progress within recent years, but important aspects remain neglected. In this paper, it is argued that, within the customer base of service providers, certain groups can be identified which differ from each other with regards to these variables. Hypotheses are developed and tested in a sample of 765 clients of a large German energy provider. The results show that recently acquired customers (switchers) differ from long‐term customers (stayers), and that switchers acquired through customer referrals differ from switchers recruited through advertising or direct mail in their satisfaction, loyalty and WOM behaviour. The paper ends with some important implications for management and future research. Copyright © 2004 Henry Stewart Publications Ltd.     

The Motivational and Instantaneous Behavior Effects of Contexts: Steps Toward a Theory of Goal‐Directed Behavior1

Contextual conditions affect behavior in 2 ways: (a) They confront people with opportunities and obstacles that affect their motivation to take action; or (b) they instantaneously shape performance, regardless of a person's motivation and even without subjective acknowledgment of the conditions. Traditionally in psychology, the immediate behavioral consequences of a context are disregarded. Based on our theory of goal‐directed behavior, we are able to disentangle the instant and the motivational behavioral consequences of contexts. In an example study, 40% of the variation in performance among 660 Swiss and Spanish pupils was explained by motivational differences. Instantaneous constraints and facilitations imposed on people's acts, in turn, revealed a set of Switzerland‐ and Spain‐specific limitations and affordances (hit rate = 97.5%).     

Subscales of the Barratt Impulsiveness Scale differentially relate to the Big Five factors of personality

The place of impulsiveness in multidimensional personality frameworks is still unclear. In particular, no consensus has yet been reached with regard to the relation of impulsiveness to Neuroticism and Extraversion. We aim to contribute to a clearer understanding of these relationships by accounting for the multidimensional structure of impulsiveness. In three independent studies, we related the subscales of the Barratt Impulsiveness Scale (BIS) to the Big Five factors of personality. Study 1 investigated the associations between the BIS subscales and the Big Five factors as measured by the NEO Five‐Factor Inventory (NEO‐FFI) in a student sample (N = 113). Selective positive correlations emerged between motor impulsiveness and Extraversion and between attentional impulsiveness and Neuroticism. This pattern of results was replicated in Study 2 (N = 132) using a 10‐item short version of the Big Five Inventory. In Study 3, we analyzed BIS and NEO‐FFI data obtained from a sample of patients with pathological buying (N = 68). In these patients, the relationship between motor impulsiveness and Extraversion was significantly weakened when compared to the non‐clinical samples. At the same time, the relationship between attentional impulsiveness and Neuroticism was substantially stronger in the clinical sample. Our studies highlight the utility of the BIS subscales for clarifying the relationship between impulsiveness and the Big Five personality factors. We conclude that impulsiveness might occupy multiple places in multidimensional personality frameworks, which need to be specified to improve the interpretability of impulsiveness scales.     

Inducing Thought Processes: Bringing Process Measures and Cognitive Processes Closer Together

The challenge in inferring cognitive processes from observational data is to correctly align overt behavior with its covert cognitive process. To improve our understanding of this overt–covert mapping in the domain of decision making, we collected eye‐movement data during decisions between gamble‐problems. Participants were either free to choose or instructed to use a specific choice strategy (maximizing expected value or a choice heuristic). We found large differences in looking patterns between free and instructed choices. Looking patterns provided no support for the common assumption that attention is equally distributed between outcomes and probabilities, even when participants were instructed to maximize expected value. Eye‐movement data are to some extent ambiguous with respect to underlying cognitive processes. Copyright © 2017 John Wiley & Sons, Ltd.     

Intention and attention in ideomotor learning

Human actions may be carried out in response to exogenous stimuli (stimulus based) or they may be selected endogenously on the basis of the agent's intentions (intention based). We studied the functional differences between these two types of action during action-effect (ideomotor) learning. Participants underwent an acquisition phase, in which each key-press (left/right) triggered a specific tone (low pitch/high pitch) either in a stimulus-based or in an intention-based action mode. Consistent with previous findings, we demonstrate that auditory action effects gain the ability to prime their associated responses in a later test phase only if the actions were selected endogenously during acquisition phase. Furthermore, we show that this difference in ideomotor learning is not due to different attentional demands for stimulus-based and intention-based actions. Our results suggest that ideomotor learning depends on whether or not the action is selected in the intention-based action mode, whereas the amount of attention devoted to the action-effect is less important.     

Item performance in visual word recognition

Standard factorial designs in psycholinguistics have been complemented recently by large-scale databases providing empirical constraints at the level of item performance. At the same time, the development of precise computational architectures has led modelers to compare item-level performance with item-level predictions. It has been suggested, however, that item performance includes a large amount of undesirable error variance that should be quantified to determine the amount of reproducible variance that models should account for. In the present study, we provide a simple and tractable statistical analysis of this issue. We also report practical solutions for estimating the amount of reproducible variance for any database that conforms to the additive decomposition of the variance. A new empirical database consisting of the word identification times of 140 participants on 120 words is then used to test these practical solutions. Finally, we show that increases in the amount of reproducible variance are accompanied by the detection of new sources of variance.     

Action selection and action awareness

Human actions are often classified as either internally generated, or externally specified in response to environmental cues. These two modes of action selection have distinct neural bases, but few studies investigated how the mode of action selection affects the subjective experience of action. We measured the experience of action using the subjective compression of the interval between actions and their effects, known as ‘temporal binding’. Participants performed either a left or a right key press, either in response to a specific cue, or as they freely chose. Moreover, the time of each keypress could either be explicitly cued to occur in one of two designated time intervals, or participants freely chose in which interval to act. Each action was followed by a specific tone. Participants judged the time of their actions or the time of the tone. Temporal binding was found for both internally generated and for stimulus-based actions. However, the amount of binding depended on whether or not both the choice and the timing of action were selected in the same way. Stronger binding was observed when both action choice and action timing were internally generated or externally specified, compared to conditions where the two parameters were selected by different routes. Our result suggests that temporal action–effect binding depends on how actions are selected. Binding is strongest when actions result from a single mode of selection.

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Perceptual identification across the life span: a dissociation of early gains and late losses

The age-correlated gains and losses in visual identification under backward pattern masking were studied in a representative sample of 226 individuals ranging from 6 to 88 years of age. Participants identified masked symbols at leisure under high and low stimulus quality and at varying Stimulus Onset Asynchronies. Performance increased from childhood to early adulthood and then decreased, describing the common inverted U-shaped function. However, measures of general processing speed accounted for the gains in childhood and adolescence but not for losses in older age. This asymmetry between child development and aging is inconsistent with general-factor lifespan theories of cognitive development and suggests that specific mechanisms underlying visual identification during child development and aging are different.     

Continuous and discontinuous drawing: high temporal variability exists only in discontinuous circling in young children

The authors studied whether the drawing variability in young children is best explicable by (a) demands on the explicit timing system, (b) an underdeveloped ability to control limb dynamics, or (c) both. The explicit timing demands were lower in continuous drawing in comparison with the discontinuous task. The authors manipulated limb dynamics by changing the number of joints involved, with line drawing requiring fewer joints than circle drawing. Results showed that young children had high temporal variability in discontinuous circling but not in other conditions. The authors argue that both explicit timing and dynamic complexity of limb control may be determinants of temporal consistency and may thus play an important role in the development of drawing and writing skills in children.