The Influence of Social Regard on the Customer–Service Firm Relationship: The Moderating Role of Length of Relationship

Purpose  

The authors examine the influence of employees’ social regard toward the customers on customer satisfaction, trust, and word of mouth. In addition, we analyzed the moderating role of length of relationship between the service provider and the customer on the effects of social regard on the customer relationship outcomes.     

TOWARD A SYNTHETIC PHYSIOLOGICAL PSYCHOLOGY

The word "synthetic" in the title of this paper has three meanings, each of which highlights a fundamental problem with physiological psychology, and, at the same time, offers a solution. (1) Synthetic means artificial–made by man, not by nature. To separate physiological psychology from medicine, and to build a science of pure function in humans (which is what psychology is), apart from a science of the mechanics of living human tissue (which is what medicine is), synthetic physiological psychology adopts a physically achieved analytic approach to the design, not of people, but of robots that behave like people. This avoids the misuse of reductionism. (2) Analysis by itself is not adequate; every analysis must be validated immediately by synthesis. Some forms of physically achieved analysis and resynthesis, particularly appropriate for synthetic physiological psychology, are contrasted with the hypothetico-deductive method, as a complementary scientific method of arriving at simple facts about complex living systems. (3) Synthetic also means integrative—at present, the various subfields of psychology are not united by principles based on the action of common units of function, derived by a physically achieved analysis. A simple procedure is described that can provide them.     

Deflationary Metaphysics and the Construction of Laboratory Mice

The deflationist turn in recent philosophy of science has attracted attention, in part because it promises to end debates about scientific realism. In its recommendation that we leave metaphysics behind to look at practice, deflationism constructs itself as an end-of-philosophy philosophy, accepting knowledge and the evidence for it at face value. Meanwhile, recent work in philosophy, sociology, and history of science that has focused on practice has underscored problems of such an acceptance: much scientific knowledge is not straightforwardly about the natural world, and we would not want it to be. A concrete example from the history of comparative psychology illustrates this point, and illustrates the value of interpretive work on scientific knowledge. A focus on practice, then, does not end metaphysical discussion, but rather regrounds and reshapes it.     

An experimental comparison of three- versus four-surface phenomenal transparency

The three-surface transparency occurs when an object seen through a transparency does not jut out under the transparent surface. The four-surface transparency occurs when the object juts out. Observers rated the density of the transparent surface in both kinds of transparency. The results seem to show that the topological diversity between the two kinds of transparency has no functional significance. The stimulus conditions ruling the generation of judgments were detected and expressed in terms of an algebraic model.     

An experimental check on Stevens’s explanation of the partition paradox by successive doubling and bisecting

Scaling methods based on direct estimation of sensory ratios and intervals give discrepant results (the partition paradox). Stevens’s explanation of this discrepancy was tested here. Given a psychological magnitude, ψ, observers were required to select a magnitude 2ψ, and subsequently to bisect the interval between ψ and 2ψ. Stevens’s hypothesis predicts that the bisected psychological magnitude falls between 1.41ψ and 1.50ψ. The hypothesis is not substantiated, since a bisected magnitude of 1.55ψ was obtained. Furthermore, observers had to bisect the interval between ψ and an imagined magnitude of 2ψ. The results show that observers are able to producereliably both a visual and a representational double.     

Task clarification, performance feedback, and social praise: Procedures for improving the customer service of bank tellers

Customer service for bank tellers was defined in terms of 11 verbal behavior categories. An audio-recording system was used to track the occurrence of behaviors in these categories for six retail banking tellers. Three behavior management interventions (task clarification, performance feedback, and social praise), applied in sequence, were designed to improve overall teller performance with regard to the behavioral categories targeted. Clarification was accomplished by providing clear delineation of the various target categories, with specific examples of the behaviors in each. Feedback entailed presentation of ongoing verbal and visual information regarding teller performance. Praise consisted of verbal recognition of teller performance by branch managers. Results showed that clarification effects emerged quickly, producing an overall increase in desired behaviors of 12% over baseline. Feedback and praise effects occurred more gradually, resulting in overall increases of 6% and 7%, respectively. A suspension of all procedures led to a decline in overall performance, whereas reinstatement of feedback and praise was again accompanied by performance improvement. These findings extend the generality of behavior management applications and help to distinguish between possible antecedent and consequent effects of performance feedback.     

Transformation processes upon the visual code

Seven experiments investigated whether orientation-dependent latency functions for the visual code resemble those observed in studies of mental rotations of visual images. The subjects were required to perform “same-different” classifications of two simultaneously presented letters. The dependent variables considered were reaction time IRT and accuracy. Experiments 1, 2, 4, 5, and 6 showed that subjects could correctly classify two different letters on the basis of the visual code without preceding transformations. Experiments 1, 2, and 7 showed orientationdependent effects for “same“ responses. It appeared, however, that orientation functions for the visual cede were clearly different from those previously observed for visual images. In addition, the findings of Experiments 4, 5, and 6 indicated that a frame that jointly rotated with the disoriented letters could eliminate the orientation-dependent effects for “same” responses. Experiment 7 showed that the results of Experiments 4, 5, and 6 must be attributed to the structural characteristics of the frame and not to a directional cue. The results of Experiment 3 seemed to demonstrate that transformations did not occur when the subjects used the phonetic code to classify the letters. Overall, the results of the seven experiments were considered to provide a demonstration of the importance of the distinction between the operations on visual images and those on the visual code.