The value of value: Further excursions on the meaning and role of customer value

Grounded on fundamental marketing principles, the concept of customer value has been revisited and refined by academicians and practitioners for the last 30 years. However, research devoted to achieving a consistent theoretical and conceptual development of value‐related concepts has proceeded apace without ever reaching full closure. The present essay seeks reasons behind remaining deficiencies in value‐related research and offers a review intended to move our understanding of customer value toward what promises to become a more enlightened future. The topic of value is approached by theoretical analysis and conceptual development. First, “the challenge” of value research is presented: the researcher faces a topic that is central to the marketing discipline but that suffers from various conceptual and methodological difficulties. Second, among the literature on value from the last three decades, two main research areas are selected: the conceptual delimitation and the methodological links between quality, satisfaction, and value. Third, as a conclusion, we identify several streams of research that promise to expand future knowledge in the area of customer value. Several tables and figures that provide a systematic and structured review of value‐related knowledge support this inventory of the state‐of‐the‐art in value research. Even the most patient theoretical development of value‐related concepts tends to resist full conceptual closure. The breadth of customer value and its richness for marketing implications encourage novel and refreshing approaches. Copyright © 2011 John Wiley & Sons, Ltd.     

Does Image Matter to Different Job Applicants? The influences of corporate image and applicant individual differences on organizational attractiveness

This research examined both the effects of various corporate image dimensions on organizational attractiveness and the moderating effects of applicant individual difference variables on the aforementioned relationships. Two studies were conducted for this research, which involved 40 bank samples and 360 student participants ( Study 1 ) and 538 employee–student mixed samples ( Study 2 ). By implementing different research designs, samples, and industry targets in the two studies, we found that corporate product image, corporate citizenship image, and corporate credibility image were important antecedents to organizational attractiveness. One of the proposed applicant individual difference variables, environmental sensitivity, was found to moderate the relationship between corporate citizenship image and organizational attractiveness.     

Anger suppression, interdependent self-construal, and depression among Asian American and European American college students

The present study tested a theoretical model of emotion regulation (Yap, Sheeber, & Allen, 2007) in a sample of Asian American and European American college students (N = 365). Specifically, the mediating role of anger suppression in the effect of temperament and family processes on depressive symptoms was tested across race and levels of interdependent self-construal (a culturally based self orientation emphasizing connectedness with others). Next, the moderation of the suppression-depression relation was tested by race and interdependent self-construal. Results indicated that the hypothesized model fit well across Asian American and European American students, as well as those with high versus low levels of interdependent self-construal. Anger suppression was a significant mediator of the hypothesized indirect effects on depressive symptoms. Moreover, race and interdependent self-construal moderated the suppression-depression link, such that Asian American status and a stronger interdependent self-construal attenuated the relation between anger suppression and depressive symptoms. Understanding both universal and culture-specific aspects of emotion regulation in the development of depressive symptoms will be essential for sound theory, future research, and effective prevention and intervention efforts across diverse populations.     

Dispositional factors predicting Chinese students’ critical thinking performance

Dispositional factors have been suggested to affect individuals’ critical thinking performance. The relative and combined effects of thinking dispositions and cognitive ability on the critical thinking performance of a group of 137 Chinese undergraduates were examined. Participants were administered the Need for Cognition Scale, Openness to Experience and Conscientiousness Subscales of the NEO Five Factor Inventory as well as the Concern for Truth Scale. Cognitive ability and critical thinking performance were respectively estimated with the WAIS-III Verbal Comprehension Index and the Halpern Critical Thinking Assessment Using Everyday Situations. Hierarchical regression analysis showed that only the disposition of concern for truth accounted for unique additional variance in critical thinking beyond that explained by cognitive ability. The findings are discussed in the light of cultural factors affecting critical thinking in the Chinese context.     

Examining Rape Empathy From the Perspective of the Victim and the Assailant1

Two studies using college student samples were conducted to establish reliability and validity for new scales measuring rape victim empathy and rape perpetrator empathy separately. In Experiment 1, two 13‐item measures of rape empathy were developed. Variables examined for purposes of construct validity included personal sexual assault experience, general empathy, and perceived rape victim responsibility. In Experiment 2, we added 5 new items to each scale. The final scales were two 18‐item measures with high reliability. Variables examined in Experiment 2 included personal sexual assault, general empathy, and acquaintanceship with a victim or a perpetrator. Both studies found gender differences for empathy scores, with women tending to be higher on rape victim empathy, and men tending to be higher on rape perpetrator empathy. Personal sexual experience was related to rape empathy scores. Perceived victim responsibility was negatively correlated with rape victim empathy and positively correlated with rape perpetrator empathy.     

A feasibility study of the systematic evaluation of client outcomes in a voluntary sector counselling agency

There is an increasing demand on voluntary sector counselling agencies to evaluate the effectiveness of their work with clients. A pilot study was carried out in a voluntary sector counselling agency to assess the feasibility of adopting a well‐established evaluation system (CORE) designed to measure client outcomes. The paper describes the issues and complexities involved in introducing such a system, and explores the impact of the evaluation on counsellors, staff and users of the service. It is suggested that evaluation can play an important role within voluntary organisations in enabling counsellors and staff to reflect on their work.     

Automatic stereotypes vs. automatic prejudice: Sorting out the possibilities in the weapon paradigm

Payne (2001) has documented that African-American faces automatically facilitate the categorization of handguns, relative to White faces. We suggest that these provocative results could derive from either the automatic activation of prejudice (negative evaluations) or the automatic activation of stereotypes (both positively and negatively valenced associations). In an extension of Payne’s procedure, we show that African-American faces facilitate the categorization of both handguns and sports-related objects, but not the categorization of insects or fruits. Additionally, both handguns and sports objects are more likely to be miscategorized following a White face prime than an African-American one. These results suggest that when perceivers are attempting to identify objects, automatic stereotypic associations, both positively and negatively valenced ones, are more influential than general negative sentiments towards African-Americans.     

Difficulties in the control of irrelevant visuospatial information in children with visuospatial learning disabilities

This research tested the hypothesis that children's difficulties in visuospatial working memory (VSWM) may mirror difficulties found with verbal working memory tasks in other categories of children. Two experiments compared the number of correct responses and errors in groups of visuospatial learning disabled children (VSLD) and Controls who were engaged in an active task testing visuospatial working memory. Children were presented with sequences of positions on a 4x4 matrix and were subsequently asked to remember only the last position of each series. In the first Experiment, VSLD children showed greater difficulty in both recalling the last positions and avoiding the irrelevant non-final positions compared with Controls. In the second experiment children of different age groups (second-graders and fifth-graders) were also required to stress, by tapping on the table, the irrelevant positions whenever the experimenter pointed to a coloured cell. Results showed that the number of errors was greater in the VSLD children, and the pattern of errors differed with their grade. In particular, the increased activation of stressed locations produced an increase of correct responses, and a decrease of intrusion errors, except in the case of VSLD second-graders, who made a higher number of intrusions for stressed than for unstressed locations. Results confirm that children with VSLD show a specific deficit in active VSWM, and in particular, in the ability to avoid intrusion errors. In general, the control of irrelevant information appears critical for a successful use of VSWM.