Interactive Effects of Proactive and Reactive Service Recovery Strategies: The Case of Rapport and Compensation1

Researchers have recently investigated the efficacy of different strategies for recovery from service failure. This paper reports 2 studies that test the effects of a reactive (compensation) and a proactive recovery strategy (establishing prior rapport between service provider and customer). These strategies, plus aspects of the service problem, were manipulated using written scenarios. Consistent with predictions based on justice theory and the service recovery literature, customer evaluations were more favorable following high rapport, high compensation, minor service failures, and nonfinancial losses. Rapport and compensation interacted in a manner consistent with the fair process effect, although this interaction varied with failure severity and the dependent variable studied. The research underscores the importance of relationship building in the management of service failures.     

Social isolation, psychological health, and protective factors in adolescence

This study investigates the relationships among social isolation, psychological health, and protective factors in adolescents. Feelings of social isolation may influence psychological health in adolescents, but protective factors such as family connectedness, school connectedness, and academic achievement may also play a key role. The sample included 4,746 adolescents from 31 middle and high schools. Participants responded to 221 survey questions regarding peer relationships, psychological health, school connectedness, family relationships, and academic achievement. The findings revealed that social isolation was associated with an increased risk for depressive symptoms, suicide attempts, and low self-esteem. Protective factors influenced associations between social isolation and psychological health. Implications for prevention such as building healthy peer relationships, promoting family connectedness, and developing school-based interventions are discussed.     

Memories affect mood: evidence from covert experimental assignment to positive, neutral, and negative memory recall

Memory recall has been proposed as a common and effective mood regulation strategy. Although several studies have presented results suggesting that recalling valenced memories affects subsequent mood, their designs allow for alternative interpretations of the observed effects. Two such alternatives include the reverse effect (mood effects on memory due to non-experimental assignment to memory recall condition) and demand characteristics of the experiment. We used covert experimental assignment to memory condition, asking subjects (N=314; 56% female) to recall memories that were primarily positive, neutral, or negative. Results showed the expected effect on mood (p<.002), with reported mood worst in the negative memory condition, better in the neutral condition, and best in the positive condition. These results suggest that valenced memory recall does indeed exert an effect on mood, and may do so even without the individual's awareness.     

Are we there yet? A review of gender comparisons in three behavioral journals through the 20th century

Despite overwhelming evidence that gender plays a significant role in the course of numerous psychological disorders, researchers have historically neglected to address gender similarities and differences in their research. Previous reviews of the psychological literature have indicated that personality, psychotherapy, and behavioral psychology journals have published few studies that focus on gender comparisons. The current review examined published articles in three prominent behavioral psychology journals—Behavior Therapy, Behavior Modification, and Behaviour Research and Therapy—from their inception through 2001. Raters coded each article (N = 4,635) for gender content in the title or abstract, analyses of gender differences, and discussion of gender. Overall, very few articles focused on gender content in the title, abstract, or discussion or analyzed data by gender. Implications of these results and suggestions for enhancing attention to gender comparisons are discussed.     

The effect of attentional focus on social anxiety

The aim of the present study was to examine the effect of attentional focus on social anxiety in a group of high and low blushing-anxious subjects. One hundred and fourteen psychology undergraduate students were screened using the Fear of Blushing subscale of the Blushing Questionnaire [B?gels, S. M., & Reith, W. (1999). Validity of two questionnaires to assess social fears: The Dutch social phobia and anxiety questionnaire and the blushing, trembling and sweating questionnaire. Journal of Psychopathology and Behavioral Assessment, 21, 51-66]. Those with the most extreme scores in the top and bottom 20% of the distribution were selected to form a high (n=22) and a low (n=22) blushing-anxious group. Subjects were randomly allocated to either a self-focused attention (SFA) condition or a task-focused attention (TFA) condition. They were asked to engage in a 5 min conversation with the first author, and were instructed to either self-focus (SFA condition) or task-focus (TFA condition). Levels of social anxiety and self-awareness were measured using visual analogue scales. Results suggest that the there was a significant condition by group interaction, with high blushing individuals showing considerably higher levels of social anxiety in the SFA condition compared to the TFA condition while low blushing individuals showed no significant difference across the two conditions.     

Newcomer adjustment during organizational socialization: a meta-analytic review of antecedents, outcomes, and methods

The authors tested a model of antecedents and outcomes of newcomer adjustment using 70 unique samples of newcomers with meta-analytic and path modeling techniques. Specifically, they proposed and tested a model in which adjustment (role clarity, self-efficacy, and social acceptance) mediated the effects of organizational socialization tactics and information seeking on socialization outcomes (job satisfaction, organizational commitment, job performance, intentions to remain, and turnover). The results generally supported this model. In addition, the authors examined the moderating effects of methodology on these relationships by coding for 3 methodological issues: data collection type (longitudinal vs. cross-sectional), sample characteristics (school-to-work vs. work-to-work transitions), and measurement of the antecedents (facet vs. composite measurement). Discussion focuses on the implications of the findings and suggestions for future research.     

Leader-member exchange and citizenship behaviors: a meta-analysis

This article provides a meta-analytic review of the relationship between the quality of leader-member exchanges (LMX) and citizenship behaviors performed by employees. Results based on 50 independent samples (N = 9,324) indicate a moderately strong, positive relationship between LMX and citizenship behaviors (rho = .37). The results also support the moderating role of the target of the citizenship behaviors on the magnitude of the LMX-citizenship behavior relationship. As expected, LMX predicted individual-targeted behaviors more strongly than it predicted organizational targeted behaviors (rho = .38 vs. rho = .31), and the difference was statistically significant. Whether the LMX and the citizenship behavior ratings were provided by the same source or not also influenced the magnitude of the correlation between the 2 constructs.     

A diagnostic approach to increase reusable dinnerware selection in a cafeteria

The current project tested a diagnostic approach to selecting interventions to increase patron selection of reusable dinnerware in a cafeteria. An assessment survey, completed by a sample of 43 patrons, suggested that the primary causes of wasteful behavior were (a) environmental arrangement of dinnerware options and (b) competing motivational variables. A functional relation between environmental arrangement and reusable product selection was demonstrated in a reversal design. However, the largest effect occurred as function of a multicomponent intervention involving environmental arrangement, employee involvement, and personal spoken prompts with motivational signs. The results support the use of informant assessments when designing community interventions.     

Imbalanced word-reading profiles in eighth-graders

This current study introduced a new method to investigate the prevalence and correlates of significant imbalances in the relative accuracy with which eighth-graders read nonwords (e.g., prauma) and exception words (e.g., vaccine). Substantial proportions of students showed imbalanced word-reading profiles, but these were not strongly tied to differences in reading and spelling achievement. Of the students without reading difficulties, 19% had imbalanced word-reading profiles favoring exception words and 17% had imbalanced word-reading profiles favoring nonwords. Of the poor readers, 39% met the criterion for phonological dyslexia (with imbalanced word-reading profiles favoring exception words) and 14% met the criterion for surface dyslexia (with imbalanced word-reading profiles favoring nonwords) in relation to the eighth-grade benchmark readers, but the incidence of these types of dyslexia varied with verbal ability. Of the poor readers with normal verbal ability, 60% were classified as phonological dyslexics and none was classified as surface dyslexic. In students low in verbal ability, surface dyslexia was more common. However, when imbalanced word-reading profiles were defined in relation to fourth-grade reading-level controls, only 12 phonological dyslexics and 1 surface dyslexic were identified. Relatively few cases of either type of developmental dyslexia appeared to be "pure."     

The development of memory for own- and other-race faces

This study demonstrates that experience and development interact to influence the "cross-race effect." In a multination study (n=245), Caucasian children and adults of European ancestry living in the United States, Norway, or South Africa, as well as biracial (Caucasian-African American) children and adults living in the United States, were tested for recognition of Asian, African, and Caucasian faces. Regardless of national or biracial background, 8- to 10-year-olds, 12- to 14-year-olds, and adults recognized own-race faces more accurately than other-race faces, and did so to a similar extent, whereas 5- to 7-year-olds recognized all face types equally well. This same developmental pattern emerged for biracial children and adults. Thus, early meaningful exposure did not substantially alter the developmental trajectory. During young childhood, developmental influences on face processing operate on a system sufficiently plastic to preclude, under certain conditions, the cross-race effect.