The impact of customer engagement on customer happiness

Previous studies have found relationships between variables that predict happiness and engagement. While this suggests that engagement is a basis for generating customer happiness, the literature does not provide sufficient confirmatory evidence. Thus, the effects of different engagement intensities remain unclear. Focusing on conditions related to the Starbucks brand, this study analyzed how (1) passive and active engagement impacted customer happiness and (2) happiness impacted word of mouth (WOM) and purchase intention. Data were collected through an online survey among 802 Peruvian customers, all of whom were recruited via non-probabilistic sampling. Because two exogenous variables were considered formative (i.e., customer engagement and customer happiness), a partial least-squares structural equation model (PLS-SEM) was used for the analysis. In sum, engagement (both passive and active) significantly and positively impacted customer happiness, which then positively impacted WOM and purchase intention. Given that engagement is associated with variables that are broadly related to happiness, this study makes new contributions by (i) clarifying how customer engagement can generate customer happiness, (ii) identifying differences between active and passive engagement, and (iii) adding evidence for use in the debate on the purpose of marketing and traditional practices such as engagement. As discussed in the paper, these findings have theoretical and practical implications for brand managers.     

Temperament and behaviour problems in children: A multilevel analysis of cross-cultural differences

Early temperament attributes have been linked to emerging behaviour problems and significant long-term consequences; however, these relations are rarely examined cross-culturally. The present study addresses this gap, employing multilevel modelling to explain within- and between-culture variances with respect to temperament predicting a spectrum of behaviour problems across 14 nations from the Joint Effort Toddler Temperament Consortium (JETTC). A total of 865 children between 17 and 40 months, with approximately equal age distribution across this developmental period and about equivalent representation of genders, were recruited from 14 nations. Greater negative emotionality was associated with more internalizing problems, whereas higher surgency and effortful control predicted fewer internalizing difficulties. Controlling for age and gender, temperament explained significant within- and between-culture variances in internalizing and externalizing problems (at the broad-band and fine-grained levels), as well as sleep problems. For internalizing difficulties, temperament accounted for more between-culture variance. In contrast, for externalizing difficulties, temperament accounted more for how individuals within the same culture differed from their same-culture counterparts. The within-culture findings suggest universal patterns of temperament-problem relations, informing cultural adaptation of interventions; between-culture findings enhance understanding of the implications of the cultural niche for normative behaviour and adjustment.     

One-year prediction of cognitive decline following cognitive-stimulation from real-world data

Clinical evidence based on real-world data (RWD) is accumulating exponentially providing larger sample sizes available, which demand novel methods to deal with the enhanced heterogeneity of the data. Here, we used RWD to assess the prediction of cognitive decline in a large heterogeneous sample of participants being enrolled with cognitive stimulation, a phenomenon that is of great interest to clinicians but that is riddled with difficulties and limitations. More precisely, from a multitude of neuropsychological Training Materials (TMs), we asked whether was possible to accurately predict an individual's cognitive decline one year after being tested. In particular, we performed longitudinal modelling of the scores obtained from 215 different tests, grouped into 29 cognitive domains, a total of 124,610 instances from 7902 participants (40% male, 46% female, 14% not indicated), each performing an average of 16 tests. Employing a machine learning approach based on ROC analysis and cross-validation techniques to overcome overfitting, we show that different TMs belonging to several cognitive domains can accurately predict cognitive decline, while other domains perform poorly, suggesting that the ability to predict decline one year later is not specific to any particular domain, but is rather widely distributed across domains. Moreover, when addressing the same problem between individuals with a common diagnosed label, we found that some domains had more accurate classification for conditions such as Parkinson's disease and Down syndrome, whereas they are less accurate for Alzheimer's disease or multiple sclerosis. Future research should combine similar approaches to ours with standard neuropsychological measurements to enhance interpretability and the possibility of generalizing across different cohorts.     

Effectiveness of DRO tokens in decreasing disruptive behavior in the classroom with five multiply handicapped children

In this study the effectiveness of differential reinforcement of other behavior (DRO) with tokens was assessed in the treatment of various topographies of disruptive behavior in the classroom with five children who were multiply handicapped. Prior to implementation of the treatment, reinforcer assessment was conducted to identify items to be used as back-up reinforcers. Data were analyzed using time-series analysis. Results show that DRO tokens were highly effective in decreasing disruptive behavior of all participants. ©1997 by John Wiley & Sons, Ltd.     

An evaluation of differential reinforcement of other behavior,differential reinforcement of incompatible behavior,and restitution for the management of aggressive behaviors

A 46 year old institutionalized retarded woman was referred for treatment because of frequent verbal abuse and physically aggressive behaviors. A multicomponent behavioral intervention consisting of differential reinforcement of other behaviors, differential reinforcement of incompatible behaviors, and restitution was implemented. A sequential withdrawal design was used in order to evaluate the effects of components of the original intervention, and to provide a measure of response maintenance. Results indicated a marked decrease in verbal abuse and elimination of physical aggression. Verbal abuse recurred when the restitution procedure was withdrawn. The relative efficacy of the different interventions is discussed with respect to the behavioral management of aggression. © 1998 John Wiley & Sons, Ltd.     

Clients' experiences of online therapy in the early stages of a COVID-19 world: A scoping review

The emergence of the COVID-19 pandemic in 2019 forced an abrupt shift in the modality through which psychotherapy was delivered and online therapy became the only viable option for clients. Research regarding experiences of online therapy during the early stages of the COVID-19 pandemic is minimal, however, and has largely focussed on therapists' experiences of delivering online treatment, as opposed to clients' experiences of receiving it. A scoping review was undertaken to establish what is known from the existing literature about clients' experiences of online therapy during the initial stages of the COVID-19 pandemic and identify gaps in the current knowledge. Searches were conducted across four academic databases: Scopus, EBSCO CINAHL Complete, EBSCO MEDLINE and OVID PsycInfo; the literature was excluded based on established PICOS criteria. Data were summarised through data charting and synthesised by way of inductive content analysis. A total of five articles were identified. All articles focussed on online therapy using video or audio conferencing, and four of the five studies examined clients with eating disorders. Inductive content analysis identified seven categories, as follows: preference for face-to-face therapy; appreciation of accessibility and convenience; online format hindered connection; positive experience of online therapy; individual client differences impacted experience; strong therapeutic alliance indicative of positive experience; and gratitude for continuation of treatment. Future research could explore clients' experiences of online therapy in a “post-pandemic” world and include a broader range of client populations and online therapy approaches in the COVID-19 context.     

Reconstructing Hymens or Constructing Sexual Inequality? Service Provision to Islamic Young Women Coping with the Demand to be a Virgin

In Islamic culture, there is an imperative demand that women should be virgins on their wedding night. Service providers in The Netherlands are increasingly confronted by Islamic young women who find themselves in serious difficulties because they are no longer virgins, and are about to enter a forced or arranged marriage. These young women report a diversity of problems such as loneliness, social isolation, depression, despair, suicidal feelings, identity problems and serious conflicts with parents. In this article we focus attention on the circumstances that can result in these types of difficulties, and also critically consider the kinds of help that young Islamic women are given. Attention is paid to the question of whether existing forms of service provision, especially surgical reconstruction of the hymen, take sexual and other inequalities into account.     

Psychosocial job strain and productivity in human service workers: A test of the demand-control-support model

The aim of the study was to test the main and interactive effects of the key dimensions of the demand-control-support model in predicting levels of strain (specifically emotional exhaustion, depersonalization and job dissatisfaction) and feelings of productivity and competency (personal accomplishment) in a multi-occupational sample of human service workers (N = 813). Controlling for demographics, negative affectivity (NA), and quadratic terms, structural equation analyses showed some support for the additive iso-strain hypothesis: jobs combining high demands, low control and low support produced the lowest levels of satisfaction in workers. High demands and low supports only were associated with high depersonalization, and high emotional exhaustion. Support was also found for the additive active learning hypotheses: jobs combining high demands and high control produced the highest levels of personal accomplishment. The study supports job redesign interventions for improving worker well-being and productivity.