Task clarification, performance feedback, and social praise: Procedures for improving the customer service of bank tellers

Customer service for bank tellers was defined in terms of 11 verbal behavior categories. An audio-recording system was used to track the occurrence of behaviors in these categories for six retail banking tellers. Three behavior management interventions (task clarification, performance feedback, and social praise), applied in sequence, were designed to improve overall teller performance with regard to the behavioral categories targeted. Clarification was accomplished by providing clear delineation of the various target categories, with specific examples of the behaviors in each. Feedback entailed presentation of ongoing verbal and visual information regarding teller performance. Praise consisted of verbal recognition of teller performance by branch managers. Results showed that clarification effects emerged quickly, producing an overall increase in desired behaviors of 12% over baseline. Feedback and praise effects occurred more gradually, resulting in overall increases of 6% and 7%, respectively. A suspension of all procedures led to a decline in overall performance, whereas reinstatement of feedback and praise was again accompanied by performance improvement. These findings extend the generality of behavior management applications and help to distinguish between possible antecedent and consequent effects of performance feedback.     

Transformation processes upon the visual code

Seven experiments investigated whether orientation-dependent latency functions for the visual code resemble those observed in studies of mental rotations of visual images. The subjects were required to perform “same-different” classifications of two simultaneously presented letters. The dependent variables considered were reaction time IRT and accuracy. Experiments 1, 2, 4, 5, and 6 showed that subjects could correctly classify two different letters on the basis of the visual code without preceding transformations. Experiments 1, 2, and 7 showed orientationdependent effects for “same“ responses. It appeared, however, that orientation functions for the visual cede were clearly different from those previously observed for visual images. In addition, the findings of Experiments 4, 5, and 6 indicated that a frame that jointly rotated with the disoriented letters could eliminate the orientation-dependent effects for “same” responses. Experiment 7 showed that the results of Experiments 4, 5, and 6 must be attributed to the structural characteristics of the frame and not to a directional cue. The results of Experiment 3 seemed to demonstrate that transformations did not occur when the subjects used the phonetic code to classify the letters. Overall, the results of the seven experiments were considered to provide a demonstration of the importance of the distinction between the operations on visual images and those on the visual code.     

A current approach to anticipation in sport / Un enfoque actual de la anticipación en el deporte

The classical cognitive concept of anticipation and timing (for example, reaction time) somewhat limits the study of sports actions under spatio-temporal pressure. The presence, duration and evolution of the information of the opponents, spatio-temporal pressure, the evolution of the athlete’s response movements or the degree of representativeness are some of the issues facilitating research into an anticipation that is better adjusted to the specific circumstances of interception tasks. This article proposes that temporalization of response actions is based on the balance between the spatio-temporal demands of the task, the athlete’s action capabilities and the evolution of the reliability of the available variables. In order to obtain good performance in these actions under pressure, individual perceptual differences and possible interactions with other information sources must also be considered.     

The role of variability in the property listing task

It is generally believed that concepts can be characterized by their properties (or features). When investigating concepts encoded in language, researchers often ask subjects to produce lists of properties that describe them (i.e., the Property Listing Task, PLT). These lists are accumulated to produce Conceptual Property Norms (CPNs). CPNs contain frequency distributions of properties for individual concepts. It is widely believed that these distributions represent the underlying semantic structure of those concepts. Here, instead of focusing on the underlying semantic structure, we aim at characterizing the PLT. An often disregarded aspect of the PLT is that individuals show intersubject variability (i.e., they produce only partially overlapping lists). In our study we use a mathematical analysis of this intersubject variability to guide our inquiry. To this end, we resort to a set of publicly available norms that contain information about the specific properties that were informed at the individual subject level. Our results suggest that when an individual is performing the PLT, he or she generates a list of properties that is a mixture of general and distinctive properties, such that there is a non-linear tendency to produce more general than distinctive properties. Furthermore, the low generality properties are precisely those that tend not to be repeated across lists, accounting in this manner for part of the intersubject variability. In consequence, any manipulation that may affect the mixture of general and distinctive properties in lists is bound to change intersubject variability. We discuss why these results are important for researchers using the PLT.     

The effects of perpetrator age and abuse disclosure on the relationship between feelings provoked by child sexual abuse and posttraumatic stress

The present study examined the relationship between feelings provoked by child sexual abuse (CSA) and posttraumatic stress disorder (PTSD) symptom scores in a sample of 163 female survivors of CSA. Finkelhor and Browne's traumagenic dynamics model was applied. The interactive effects of provoked feelings with perpetrator age and the existence of abuse disclosure were also studied. Results showed an overall relationship between feelings provoked by CSA and PTSD symptom scores. Feelings of stigma, betrayal, and powerlessness as a result of CSA were associated with PTSD symptom score when the entire group of CSA victims was analyzed. The role of traumatic sexualization was relevant only when analyzed in interaction with the age of the perpetrator and disclosure. The relationship between traumatic sexualization and PTSD symptom scores was only significant when the abuse was committed by an adult perpetrator and when a disclosure was made during the time of abuse, or a short time after the abuse had occurred.     

The semantic organization of the animal category: evidence from semantic verbal fluency and network theory

Semantic memory is the subsystem of human memory that stores knowledge of concepts or meanings, as opposed to life-specific experiences. How humans organize semantic information remains poorly understood. In an effort to better understand this issue, we conducted a verbal fluency experiment on 200 participants with the aim of inferring and representing the conceptual storage structure of the natural category of animals as a network. This was done by formulating a statistical framework for co-occurring concepts that aims to infer significant concept-concept associations and represent them as a graph. The resulting network was analyzed and enriched by means of a missing links recovery criterion based on modularity. Both network models were compared to a thresholded co-occurrence approach. They were evaluated using a random subset of verbal fluency tests and comparing the network outcomes (linked pairs are clustering transitions and disconnected pairs are switching transitions) to the outcomes of two expert human raters. Results show that the network models proposed in this study overcome a thresholded co-occurrence approach, and their outcomes are in high agreement with human evaluations. Finally, the interplay between conceptual structure and retrieval mechanisms is discussed.     

Age,working memory,and the Tower of London task

The current study explores the role of three components of working memory in age differences in an executive task, the Tower of London (TOL). The TOL task is sensitive to frontal lobe damage, and is widely used to measure planning ability. Dual tasks were used to test the involvement of the phonological loop (articulatory suppression), visuospatial buffer (pattern tapping), and central executive (random generation) in age effects on the TOL. Older adults showed greater reliance than young on domain-specific verbal and spatial memory components in performing the TOL. In terms of executive function, qualitatively different interference patterns were seen in young and old participants. However, the validity of using random generation tasks to assess executive function in older populations can be questioned. For older participants, performing the TOL loads all components of working memory, whereas for the younger participants the TOL more specifically loads executive functioning.     

The effects of figure/ground, perceived area, and target saliency on the luminosity threshold

Observers adjusted the luminance of a target region until it began to appear self-luminous, or glowing. In Experiment 1, the target was either a face-shaped region (figure) or a non-face-shaped region (ground) of identical area that appeared to be the face's background. In Experiment 2, the target was a square or a trapezoid of identical area that appeared as a tilted rectangle. In Experiment 3, the target was a square surrounded by square, circular, or diamond-shaped elements. Targets that (1) were perceived as figures, (2) were phenomenally small in area, or (3) did not group well with other elements in the array because of shape appeared self-luminous at significantly lower luminance levels. These results indicate that like lightness perception, the luminosity threshold is influenced by perceptual organization and is not based on low-level retinal processes alone.