An experimental investigation of justice-based service recovery on customer satisfaction, loyalty, and word-of-mouth intentions

Service recovery is related to many important organizational outcomes such as customer satisfaction, loyalty, and profitability. Within the theoretical framework of organizational justice, an experiment using a simulated "live" service failure was used to assess the effects of justice-based service-recovery strategies on customer satisfaction, loyalty, positive word-of-mouth intentions, and negative word-of-mouth intentions. Analysis indicated that strategies including interactional justice, distributive justice, and a combination of these were equally effective in maintaining customer satisfaction, loyalty, and positive word of mouth, and minimizing negative word of mouth after a service failure. No support for the service recovery paradox, that is, increased satisfaction following service failure and recovery compared to never having a problem, was found. Satisfaction and loyalty for those in the failure conditions were equal to, although not higher than, in the no-failure control condition. Practical implications for organizational practices are discussed.     

Examination stress as an ecological inducer of cortisol and psychological responses to stress in undergraduate students

The purpose of the present study was to investigate basic methodological issues related to the usage of an examination stress protocol in studies of psychoneuroendocrinology. In the present study, 57 undergraduate students served as participants. All subjects provided salivary samples and completed psychological inventories during a low examination stress period and again during a high examination stress period. Salivary samples were analyzed for cortisol. Three major findings were observed. First, the examination stress protocol proved to be an effective trigger of elevations in both psychological measures of stress and in cortisol levels. Second, sex differences were observed in cortisol levels, such that males showed an elevation in cortisol during the high examination stress session whereas females did not. Finally, no significant correlations were observed between elevations in psychological measures of stress and elevations in cortisol levels. These findings suggest that the examination stress protocol used in the present study effectively elevated both psychological stress and cortisol levels. Furthermore, these findings suggest that there are biological differences in how males and females respond to stress. Finally, no evidence was found to suggest a relationship between psychological and hormonal levels of stress. Together, these findings suggest the need to better define and consider the implications of both the specific measures of stress being used and individual differences in the subject samples in psychoendocrine studies.     

Subjective, behavioral, and physiological reactivity to ethnically matched and ethnically mismatched film clips

This study examined whether individuals from 4 major ethnic groups within the United States (African American, Chinese American, European American, and Mexican American) showed greater subjective, behavioral, and physiological responses to emotional film clips (amusement, sadness, and disgust) with actors from their own ethnic group (ethnically matched) compared with actors from the other 3 ethnic groups (ethnically mismatched). Evidence showed greater responsivity to ethnically matched films for African Americans and European Americans, with the largest effect for African Americans. These findings were consistent across both sex and level of cultural identification. Findings of ethnic difference notwithstanding, there were many areas in which ethnic differences were not found (e.g., little or no evidence was found of greater response to ethnically matched films in Chinese-American or Mexican- American participants). These findings indicate that the emotional response system clearly reacts to stimuli of diverse ethnic content; however, the system is also amenable to subtle "tuning" that allows for incrementally enhanced responding to members of one's own ethnic or cultural group.     

The value of possessions in compulsive hoarding: Patterns of use and attachment

Hoarding behavior, patterns of use of possessions, and emotional attachment to possessions were examined among a sample of female undergraduates and a sample of community volunteers. Hoarding behavior was associated with a decreased frequency of use of possessions and excessive concern about maintaining control over possessions. Furthermore, high scores on the hoarding scale were associated with higher levels of perceived responsibility for: (1) being prepared; and (2) the well-being of the possession. Hoarding was also associated with greater emotional attachment to possessions and to the reliance on possessions for emotional comfort. The implications of these findings for the definition of hoarding are discussed.     

The Śrī Maṅkala Vināyakar Satsaṅg Group: Religious Practice and Middle-Class Status in Tamil Nadu,South India

This article presents an organized group of middle-class, multicaste Hindu housewives living in the suburbs of Madurai, Tamil Nadu—the ?rī Ma?kala Vināyakar Satsa?g (SMVS) Group. Hindu satsa?g groups are common throughout India and revolve primarily around devotional singing, although the word satsa?g also denotes a grouping/community specifically organized around a guru and their students. Using my experiences participating in and observing this specific satsa?g group and its practices, I demonstrate how caste, class, and Hindu religious practice intersect in contemporary urban Tamil Nadu. Through an examination of how religious knowledge is shared and learned in the SMVS Group, I show that what are viewed as high-caste Hindu performances of piety (for example, Sanskrit recitation) are formative in many Hindu women’s perceptions and constructions of their middle-class identities. Further, I highlight the study of multicaste women’s social networks, both urban and rural, as a nuanced and valuable lens through which to study middle-class identity in India.

     

Indirect modes of aggression among women of Buenos Aires,Argentina

This study utilizes the construct indirect aggression to investigate aggressive behavior among middle class Argentine women and men by administering an attitude and self-report survey to 95 inhabitants of Buenos Aires and by analyzing ethnographic interviews and observations conducted over a nine month period in 1992. An examination of sex roles in Argentina, including machismo and marianismo, provide a cultural context for interpreting aggression. Factor analyses revealed the presence of indirect aggression (e.g., social manipulation, gossip, exclusion) in addition to verbal and physical aggression. Survey and ethnographic findings converge in suggesting that women employ more indirect aggression than men, while men utilize more physical aggression. While competition and aggression are salient elements of social life for both sexes, women and men tend to favor different approaches. The findings are compared with the literature on female aggression from other cultural settings. We conclude that cultural and evolutionary perspectives elucidate aspects of female aggression.We would like to thank the Ford Foundation for providing the financial support to make this research possible. We would also like to thank Patricia de Gyldenfeldt and Debbie Bandura for their endless contributions with translations, ideas, and help in general. Finally, we would like to thank Eckerd College, la Universidad del Salvador, and Michael Hobson for their base of support, all those in Argentina, especially Agueda, Andrea, Carmen, Cecilia, Claudio, Daniela, Heidi, Ingrid, Javier, Julio, María, Mariela, Roberto, and Victor, who offered their enthusiastic assistance and ideas, and Victoria Burbank, Ayala Gabriel, and the anonymous reviewer for their helpful suggestions.     

Temperament as a moderator of the relation between neighborhood and children's adjustment

Although proposed by bioecological models, there has been minimal empirical examination of whether children's individual differences moderate neighborhood effects on development. We used an urban community sample (8-12 years, N = 316) to examine interactions among neighborhood characteristics (problems and social organization) and children's temperament (fear, irritability and impulsivity) in predicting psychosocial adjustment. The main effects of neighborhood and temperament on outcomes were consistent with previous research. Findings show that development is challenging in disadvantaged neighborhoods whatever one's temperament, however, some effects of neighborhood were conditioned by temperament, particularly children's fear and irritability. Neighborhood problems were more strongly related to lower social competence for fearful and for less irritable children. Neighborhood problems were more strongly related to higher internalizing problems for low-fear children. Neighborhood social organization was more strongly related to greater social competence for low-fear children. Findings are discussed in relation to "diathesis-stress" and "differential responsiveness" models of temperament.     

A comparison of visual and auditory representational momentum in spatial tasks

Similarities have been observed in the localization of the final position of moving visual and moving auditory stimuli: Perceived endpoints that are judged to be farther in the direction of motion in both modalities likely reflect extrapolation of the trajectory, mediated by predictive mechanisms at higher cognitive levels. However, actual comparisons of the magnitudes of displacement between visual tasks and auditory tasks using the same experimental setup are rare. As such, the purpose of the present free-field study was to investigate the influences of the spatial location of motion offset, stimulus velocity, and motion direction on the localization of the final positions of moving auditory stimuli (Experiment 1 and 2) and moving visual stimuli (Experiment 3). To assess whether auditory performance is affected by dynamically changing binaural cues that are used for the localization of moving auditory stimuli (interaural time differences for low-frequency sounds and interaural intensity differences for high-frequency sounds), two distinct noise bands were employed in Experiments 1 and 2. In all three experiments, less precise encoding of spatial coordinates in paralateral space resulted in larger forward displacements, but this effect was drowned out by the underestimation of target eccentricity in the extreme periphery. Furthermore, our results revealed clear differences between visual and auditory tasks. Displacements in the visual task were dependent on velocity and the spatial location of the final position, but an additional influence of motion direction was observed in the auditory tasks. Together, these findings indicate that the modality-specific processing of motion parameters affects the extrapolation of the trajectory.     

Young adults self-derive and retain new factual knowledge through memory integration

The present research investigated the retention of new factual knowledge derived through integration of information acquired across temporally distributed learning episodes. Young adults were exposed to novel facts as they read long lists of seemingly unrelated information, one sentence at a time. They then were presented open-ended questions, the answers to which could be self-derived through integration of pairs of facts from the list. Experiment 1 was the first test of self-derivation of new factual knowledge through integration in adults using open-ended testing (as opposed to forced-choice testing). Participants successfully self-derived integrated knowledge under these more challenging conditions. Experiment 2 was a test for long-term retention of newly self-derived information. Newly derived knowledge remained accessible after a 1-week delay. Striking individual differences were also observed, which were related to whether individuals spontaneously identified the relational structure of the learning task. Insight into the relation between explicit task knowledge and strategic processing was also revealed through examination of response speed at the time of test. Specifically, knowledge of the task structure was associated with response latencies on unsuccessful (but not successful) trials, such that participants who were aware of the opportunity to integrate spent longer when they were subsequently unsuccessful, presumably reflecting directed search strategies and heightened perseverance when those processes failed. Together, the present findings provide direct evidence for the role of memory integration in the long-term accumulation of a semantic knowledge base and have theoretical implications for our understanding of this fundamental form of learning.