Emerging perspectives on customer relationships,interactions and loyalty in Irish retail financial services

• This paper presents the key findings in relation to current consumer perspectives on the role of relationships, the nature of loyalty and types of customer interaction from an in‐depth qualitative consumer study of Irish retail banking.
• Although the literature proposes that the RM approach is particularly applicable to the financial services sector, the research findings identify key supply and demand‐related changes within Irish financial services and raise questions as to the appropriateness of general RM theory to the current nature of interaction between consumers and their financial suppliers.
• Key customer factors such as low involvement, apathy and dissatisfaction have resulted in much apparent customer loyalty actually being spurious. More important for customers in this study was how convenient the bank was for their lifestyle.
• In an age in which increased depersonalisation and automation impact upon the nature of consumer‐supplier interaction and service delivery, it would appear that the concepts of relationship and loyalty need to be fundamentally re‐examined and their role and relevance within current retail financial services re‐appraised.

Copyright © 2006 John Wiley & Sons, Ltd.     

Differentiation of classical music requires little learning but rhythm

Detecting distinctions between the styles of classical music (e.g. Baroque and Romantic) is often viewed as the privilege of musicians. However, this elite perspective underestimates the abilities of non-musicians. We report that Western musicians and non-musicians, and non-Westerners (i.e. Chinese participants) rated pairs of excerpts presented auditorily as more similar as their compositional styles were closer in history. Moreover, the styles were considered by all participants as more different when presented in historical order, the older style preceding the more recent style (e.g. Baroque followed by Romantic), than the reverse (e.g. Romantic followed by Baroque). This historical distance effect appears related to rhythm (or temporal variability).     

Subject-Verb Agreement in Children and Adults: Serial or Hierarchical Processing?

Two processes, serial and hierarchical, are generally opposed to account for grammatical encoding in language production. In a developmental perspective, the question addressed here is whether the subject-verb agreement during writing is computed serially, once the words are linearly ordered in the sentence, or hierarchically, as soon as the number features are determined in a hierarchical frame. Adults and children from 3rd to 5th grades were requested to listen to sentences with built-in prepositional phrases or relative clauses and to transcribe them as quickly as possible. A serial hypothesis assumes that subject-verb agreement errors should be equally frequent with both preambles because each has the same length separating the subject head noun and the main verb. Conversely, according to a hierarchical view, errors should be more frequent with a prepositional phrase because the syntactic distance between the subject and the verb is greater than with a relative clause. The results revealed a main effect of the preamble manipulated in 5th graders and adults, but not in 3rd graders. These data were in favor of a hierarchical processing in older writers and a serial one in younger children. However, in 3rd grade, we assumed that the potential serial account was a result of the resource constraint on writing more than of a real serial processing of the agreement.     

Real-life spatial skills, handedness, and family history of handedness

According to , pronounced left hemisphere lateralization for language abilities in women, as in female absolute right-handers, limits their right hemisphere capacity and spatial abilities. This study examines the degree of handedness and the family history of non-right-handedness with respect to real-life spatial abilities in women. Twenty-four women had, first, to learn a new route and, second, to orient themselves within a labyrinth. In the former task, the number of errors and completion time were evaluated; in the latter task, degree of error for orienting was recorded. The results show that, contrary to Annett's prediction, right-handers with and without a family history of non-right-handedness did not differ on these measures. In addition, and unexpectedly, absolute right-handers were found to surpass non-absolute ones in the spatial orientation task. These findings do not support Annett's hypothesis and are discussed in relation to functional cerebral organization.     

The Phenomenology of Early Psychosis Elicited in an Occupational Therapy Expressive Evaluation

Expressive assessments facilitate sharing, and the therapeutic understanding of youth. The experiences of nine young adults seeking help for psychosis were explored with an arts-based, occupational therapy expressive evaluation. The study used participant-observation methods. Data analysis drew on hermeneutic phenomenology. The findings illustrate the challenges these participants have in feeling connected to a shared world of doing, and in locating themselves within the temporal flow of time. Of significance was the potential to read the unfolding of creation in clay media as an acted narrative to tap into “constellations of meaning.” Implications for clinical practice and professional reasoning are highlighted.     

Boundaries of separability between melody and rhythm in music discrimination: A neuropsychological perspective

The detailed study of a patient who suffered from a severe amelodia without arhythmia as a consequence of bilateral temporal lobe damage revealed that the processing of melodic information is at least partially separable from the processing of rhythmic information. This dissociation was replicated across different sets of material, was supported by the presence of a reversed association, and was maintained in conditions that promote integration in the normal brain. These results argue against the view that melody and rhythm are treated as a unified dimension throughout processing. At the same time, they support the view that integration takes place after early separation of the two dimensions.     

Maternal-Related Predictors of Self-Regulation Among Low-Income Youth

The association between self-regulation and various adaptive outcomes has become a topic of growing interest to researchers. Yet, there is not much research on predictors of self-regulation in children. Using a cross-sectional design and an array of psychometrically sound scales and measures from multiple informants, this study examined whether maternal characteristics, namely maternal mental health, substance abuse, parenting practices, and child monitoring predicted self-regulation in children. Participants included a culturally diverse group of 155 youths (ages 8–17) and their mothers, all of whom were part of a larger investigation of low-income families in a mid-sized Northeastern city in the United States. Results showed that maternal substance abuse, parenting practices and parental monitoring independently predicted children’s self-regulation, accounting for 23% of the variance. Additional analyses indicated that parenting practices may partly mediate the effect of maternal mental health on children’s self-regulation. Implications for intervention and practice, especially those aimed to mitigate the detrimental effects of maternal mental health problems on children’s self-regulation, are discussed. Further research, both longitudinal and experimental, is warranted in order to extend this line of investigation.     

Snakes, spiders, guns, and syringes: how specific are evolutionary constraints on the detection of threatening stimuli?

In three experiments, the efficiency in detecting fear-relevant and fear-irrelevant visual stimuli are compared. A visual search paradigm is used where participants are presented with matrices of different sizes (4 objects/9 objects) and must determine whether all objects are taken from the same category or whether there is a discrepant one. Results from all experiments were consistent with the threat-superiority effect. Participants were quicker when the target was threatening than when it was not. Other indicators confirmed that the detection of threatening targets involves more efficient processes (reduced slopes, absence of position effects). A crucial aspect of these experiments was the comparison of evolutionary-relevant (snakes, spiders, etc.) and modern (guns, syringes, etc.) threats. The threat-superiority effect was repeatedly found for both types of target. Stronger effects were sometimes observed for modern than for evolutionary-relevant threats. The implications for evolutionary explanations of the effect of fear on visual attention are discussed.     

Short-term and long-term memory deficit following intracarotid Amytal injection: Further support for the memory consolidation hypothesis

To test the three main hypotheses of the human amnesic syndrome (encoding, consolidation, retrieval), we designed an original protocol for memory assessment under Amytal that included, in addition to a retrograde memory measure, both short-term and long-term anterograde memory measures. Twenty epileptic patients with SEEG-confirmed unilateral temporal lobe foci were given right and left injections on successive days. Only the long-term memory measure for material presented under Amytal was significantly related to the presence of a temporal contralateral epileptogenic focus, even if it was assessed when the hemisphere had completely recovered from the effect of Amytal. Short-term memory deficits were observed equally often after injections ipsilateral and contralateral to the epileptogenic focus, and no retrograde amnesia was observed. These results are consistent with the consolidation hypothesis.