Investigating employees’ emotional and cognitive reactions to customer mistreatment: an experimental study

ABSTRACT

With increasing market competitiveness, companies strive to deliver high-quality services. Negative reactions from employees to customer mistreatment erodes the quality of the service provided. This study investigated whether negative emotions and cognitive impairment are mechanisms through which customer mistreatment is related to generalized customer-directed incivility. 157 Italian (Study 1) and 259 Irish (Study 2) research participants completed questionnaires which included an experimental task that manipulated customer misbehaviour levels through scenarios to create three conditions (control, incivility, verbal aggression). Emotional reactions, cognitive impairment and generalized customer-directed incivility intentions as a result of the scenarios were investigated. In both studies, participants in the mistreatment conditions reported more negative emotions, greater cognitive impairment and higher generalized customer-directed incivility intentions than those in the control condition. In Italy (Study 1) negative emotions mediated the relationship between exposure to a customer mistreatment event and generalized customer-directed incivility intentions, but not in Ireland (Study 2), demonstrating the importance of considering contextual conditions in understanding such mediating mechanisms. This study extends research by showing how a single encounter with a misbehaving customer can contribute to the development of incivility intentions towards customers as entities. The implications of these findings for theory and practice are discussed.     

Control of voice gender in pre‐pubertal children

Adult listeners are capable of identifying the gender of speakers as young as 4 years old from their voice. In the absence of a clear anatomical dimorphism in the dimensions of pre‐pubertal boys' and girls' vocal apparatus, the observed gender differences may reflect children's regulation of their vocal behaviour. A detailed acoustic analysis was conducted of the utterances of 34 6‐ to 9‐year‐old children, in their normal voices and also when asked explicitly to speak like a boy or a girl. Results showed statistically significant shifts in fundamental and formant frequency values towards those expected from the sex dimorphism in adult voices. Directions for future research on the role of vocal behaviours in pre‐pubertal children's expression of gender are considered.     

Contour deletion as a method for identifying the weights of features underlying object recognition

A prerequisite for comparative work on object recognition is a method for identifying the features actually extracted from the form. The method introduced here with pigeons is discrimination training between two simple line drawings, followed by a generalization test in which contour is deleted from the reinforced drawing. In Condition 1, the line drawings were a square (S+) versus a triangle (S-); for Condition 2, the line drawings were planar projections of a cube (S+) versus a truncated pyramid (S-). The generalization decrement between responses to S+ and responses to test stimuli provides a quantitative index of the weight assigned to each feature. Contour deletion at either vertices or midsegments produced a decrement in the rate of responding, showing that each contour was represented as a feature. The generalization decrement to forms containing vertices with midsegments deleted was larger than the generalization decrement to forms containing midsegments with vertices deleted. Therefore, it appears that midsegments are weighted more strongly as features than vertices. Contour deletion provides a direct method for identifying the visual features underlying object recognition and lays a foundation for the development of comparative theories of object recognition.     

ADOLESCENT DAUCHTER/MIDLIFE MOTHER DYAD A New Look at Separation and Self-Definition

The mother-daughter relationship is seen as complex, unique, and emotionally charged, with adolescence being the most difficult period for this dyad. Yet much of the literature has highlighted the struggle of adolescents, while underemphasizing that many of their mothers themselves are confronting their own developmental issues at this time. In this article, the developmental tasks and dyadic issues of adolescent daughters (aged 13–19) and their midlife mothers (aged 35–55) are examined from a psychodynamic perspective. The authors posit that both mother and daughter are experiencing a lifecycle crisis of separation and self-definition. Drawing from psychoanalytic and lifespan developmental literature as well as their own clinical experience, the authors propose that the current generation of mothers and daughters requires a new look at old models, parts of which may still be relevant and parts of which need to be revised or dropped. The issues of competition and rebellion as they relate to separation and self-definition are also addressed.