The link between social interactions and trust recovery in customer–business relationships

Trust plays a crucial role in interpersonal relationships, including customer–company relationships, where the customer expects that a company will behave predictably in any particular situation. Companies do not always fulfill customers' expectations and thereby breach the trust relationship. To avoid negative consequences of this trust violation, companies may issue a formal apology as one possible path to regaining customer trust. In the same way, a previous social interaction, which can increase the customer's levels of oxytocin, can help to recover trust after service failures. In this study, three experiments were conducted as follows: the first manipulating a simulated social interaction with images; the second manipulating a physical social interaction, (i.e., a hug); and the third with exogenous oxytocin administration. The results showed that both physical interaction, (i.e., a hug) and simulated social interaction, (i.e., images of people interacting with each other) had a positive effect on customer trust recovery and provided support for oxytocin release as the underlying mechanism in this process. This research contributes to understanding of the link between social interactions and trust by elucidating the effects of both simulated and physical interactions on trust recovery.     

Subjective Well-Being,Life Satisfaction and Interpersonal Relationships Associated to Socio-Demographic and Contextual Variables

Applied Research in Quality of Life - This study aims associating children’s satisfaction to their interpersonal relationships within their main contexts of interaction (family, friends and...     

“To‐be‐forgotten” statements become less true: Memory processes involved in selection and forgetting lead to truthfulness changes of ambiguous sentences

What happens when people try to forget something? What are the consequences of instructing people to intentionally forget a sentence? Recent studies employing the item‐method directed forgetting paradigm have shown that to‐be‐forgotten (TBF) items are, in a subsequent task, emotionally devaluated relative to to‐be‐remembered (TBR) items, an aftereffect of memory selection (Vivas, Marful, Panagiotidou & Bajo, 2016). As such, distractor devaluation by attentional selection generalizes to memory selection. In this study, we use the item‐method directed forgetting paradigm to test the effects of memory selection and inhibition on truth judgments of ambiguous sentences. We expected the relative standing of an item in the task (i.e., whether it was instructed to be remembered or forgotten) to affect the truthfulness value of that item, making TBF items less valid/truthful than TBR items. As predicted, ambiguous sentences associated with a “Forget” cue were subsequently judged as less true than sentences associated with a “Remember” cue, suggesting that instructions to intentionally forget a statement can produce changes in the validity/truthfulness of that statement. To our knowledge, this is the first study to show an influence of memory processes involved in selection and forgetting on the perceived truthfulness of sentences.     

Preserved learning about allocentric cues but impaired flexible memory expression in rats with hippocampal lesions

Several studies have shown that slight modifications in the standard reference spatial memory procedure normally used for allocentric learning in the Morris water maze and the radial maze, can overcome the classic deficit in allocentric navigation typically observed in rats with hippocampal damage. In these special paradigms, however, there is only intramaze manipulation of a salient stimulus. The present study was designed to investigate whether extramaze manipulations produce a similar outcome. With this aim a four-arm plus-shaped maze and a reference spatial memory paradigm were used, in which the goal arm was marked in two ways: by a prominent extramaze cue (intermittent light), which maintained a constant relation with the goal, and by the extramaze constellation of stimuli around the maze. Experiment 1 showed that, unlike the standard version of the task, using this special training procedure hippocampally-damaged rats could learn a place response as quickly as control animals; importantly, one day after reaching criterion, lesioned and control subjects performed the task perfectly during a transfer test in which the salient extramaze stimulus used during the acquisition was removed. However, although acquisition deficit was overcomed in these lesioned animals, a profound deficit in retention was detected 15 days later. Experiment 2 suggests that although under our special paradigm hippocampal rats can learn a place response, spatial memory only can be expressed when the requisites of behavioral flexibility are minimal. These findings suggest that, under certain circumstances, extrahippocampal structures are sufficient for building a coherent allocentric representation of space; however, flexible memory expression is dependent, fundamentally, on hippocampal functioning.     

Origins of submovements during pointing movements

Submovements that are frequently observed in the final portion of pointing movements have traditionally been viewed as pointing accuracy adjustments. Here we re-examine this long-lasting interpretation by developing evidence that many of submovements may be non-corrective fluctuations arising from various sources of motor output variability. In particular, non-corrective submovements may emerge during motion termination and during motion of low speed. The contribution of these factors and the factor of accuracy regulation in submovement production is investigated here by manipulating movement mode (discrete, reciprocal, and passing) and target size (small and large). The three modes provided different temporal combinations of accuracy regulation and motion termination, thus allowing us to disentangle submovements associated with each factor. The target size manipulations further emphasized the role of accuracy regulation and provided variations in movement speed. Gross and fine submovements were distinguished based on the degree of perturbation of smooth motion. It was found that gross submovements were predominantly related to motion termination and not to pointing accuracy regulation. Although fine submovements were more frequent during movements to small than to large targets, other results show that they may also be not corrective submovements but rather motion fluctuations attributed to decreases in movement speed accompanying decreases in target size. Together, the findings challenge the traditional interpretation, suggesting that the majority of submovements are fluctuations emerging from mechanical and neural sources of motion variability. The implications of the findings for the mechanisms responsible for accurate target achievement are discussed.     

Justice Perceptions as Predictors of Customer Satisfaction: The Impact of Distributive,Procedural, and Interactional Justice1

This article attempts to extend prior research by testing the effects of justice components (distributive, procedural, and interactional) on customer satisfaction beyond the expectancy disconfirmation paradigm. To this end, two separate field survey studies were conducted. A total of 568 customers were surveyed in 38 hotels and 40 restaurants. The results showed that distributive justice was critical in predicting customer satisfaction, while the influence of procedural and interactional justice was secondary. Justice concepts were also robust against the simultaneous inclusion of disconfirmation and performance in the satisfaction equation. The article concludes with theoretical and managerial implications, as well as opportunities for future research.     

Parallel averaging of size is possible but range-limited: A reply to Marchant,Simons, and De Fockert

In their recent paper, Marchant, Simons, and De Fockert (2013) claimed that the ability to average between multiple items of different sizes is limited by small samples of arbitrarily attended members of a set. This claim is based on a finding that observers are good at representing the average when an ensemble includes only two sizes distributed among all items (regular sets), but their performance gets worse when the number of sizes increases with the number of items (irregular sets). We argue that an important factor not considered by Marchant et al. (2013) is the range of size variation that was much bigger in their irregular sets. We manipulated this factor across our experiments and found almost the same efficiency of averaging for both regular and irregular sets when the range was stabilized. Moreover, highly regular sets consisting only of small and large items (two-peaks distributions) were averaged with greater error than sets with small, large, and intermediate items, suggesting a segmentation threshold determining whether all variable items are perceived as a single ensemble or distinct subsets. Our results demonstrate that averaging can actually be parallel but the visual system has some difficulties with it when some items differ too much from others.     

Construction of a depression scale with the Rasch model

This study examines the psychometric properties of a depression questionnaire. The goal was to improve the technical quality of traditional measures of depression in Spanish youth. 310 participants, aged 18-24 years, filled in the self-report questionnaire. The data were analyzed by means of the Rasch model. Results show that model fit, average item reliability (.97), and average person reliability (.88) are high. After deleting four indicators showing misfit and 12 showing sex bias, the resulting scale measures clinical depression objectively. Using this scale, the expected sex-related differences are found.