Salespersons’ empathy as a missing link in the customer orientation–loyalty chain: an investigation of drivers and age differences as a contingency

Salespersons’ customer orientation has attracted considerable attention from practitioners and researchers. By distinguishing customer-oriented attitude from behavior, this study sheds light on customers’ perceptions of salespersons’ empathy, as a missing link between customer orientation and customer-related outcomes. Noting the increasing age diversity among salespersons and customers, this study also investigates whether age differences in salesperson–customer dyads moderate the relationships of salespersons’ customer-oriented attitude and behavior with customer outcomes. Finally, this study examines salespersons’ climate perceptions as antecedents of their customer-oriented attitudes. Results of multilevel modeling with data from 164 salespersons and 405 customers reveal that salesperson empathy, as perceived by customers, is an important facilitator of the customer orientation–satisfaction relationship. When there are large age differences, salespersons’ customer-oriented attitude becomes more important for making customers feel understood by salespersons. Regarding antecedents, salespersons’ customer-oriented attitude is influenced by their perceptions of team-member exchange and age-inclusive climate.     

Evaluation of a Web-based introductory psychology course: II. Contingency management to increase use of on-line study aids

In a Web-based general psychology course, students were observed to postpone use of on-line study aids until 2 days prior to examinations, thus negating any influence of advance organizers (Taraban, Maki, & Rynearson, 1999). We attempted to modify this behavior by providing course credit in the form of short quizzes as rewards for using on-line study aids to preview each chapter. Some students received quizzes after previewing frequently asked questions (FAQ); other students received quizzes after previewing chapter outlines. Students who received quizzes for previewing FAQ pages accessed those pages more frequently than did students who received quizzes for previewing outline pages. Increased access to FAQs was associated with higher scores on FAQ-related midterm examination questions. However, the advantage on examination items was not apparent on a cumulative final examination. Navigational structures and reward values need to be considered when one is managing contingencies in Web courses.     

Parents' convergence on sharing and marital satisfaction,father involvement,and parent–child relationship at the transition to parenthood

This study examines determinants of father involvement, the parents' convergence on marital satisfaction, and mothers' and fathers' interactive behavior in dual‐earner families at the transition to parenthood. Sixty dual‐earner Israeli couples and their five‐month‐old firstborn child were interviewed and videotaped in infant–mother and infant–father interactions. Interactions were coded globally for 21 interactive behaviors and composited into measures of parent sensitivity and infant readiness to interact. Five determinants of each parent's involvement in house and childcare were assessed as predictors of parent–infant interactions: the sharing of household and childcare responsibilities, the amount of time each parent spends with the infant during the week and on weekends, and the range of childcare activities the parent typically performs. Marital convergence was indexed by the absolute difference score between mothers' and fathers' marital satisfaction. Father sensitivity was related to the sharing of household and childcare responsibilities, to the amount of time the father spends with the child on weekends (but not during the week), to the range of childcare activities father performs, and to marital convergence. Mother sensitivity was related only to the sharing of responsibilities between spouses. The range of the father's childcare activities predicted maternal interactive sensitivity. Infant readiness to interact with the father, but not with the mother, was related to the sharing of childcare responsibilities, to the range of father's childcare activities, and to marital convergence. Results further specify the differential associations between the marital and the parent–child relationship for mothers and fathers and point to the importance of the father's instrumental involvement in childcare to the development of fathering. © 2000 Michigan Association for Infant Mental Health.     

Affect regulation and synchrony in mother—infant play as precursors to the development of symbolic competence

This study examines relationships between organizing processes of affective communication in infancy and the development of symbolic competence. Thirty six mother—infant dyads were observed at 3 and 9 months, and 32 dyads were reassessed at 24 months. Mother's and infant affective states during face-to-face play at 3 and 9 months were coded in .25-second frames. The underlying structure of infant affect and the time-lag synchrony between mother and infant affective states were assessed with time-series analyses. In addition, interactions at 3 and 9 months were assessed for the global level of infant positive affect and maternal affect attunement. At 2 years, three dimensions of symbolic competence were evaluated: symbolic play, verbal IQ, and the child's use of internal states words. Infant affect regulation at 3 months, defined by the existence of a non-random, stochastic-cyclic organization of affective states, predicted all three domains of symbolic competence at 2 years. Maternal synchrony and attunement each had an independent contribution to the prediction of symbolic play and internal state talk. The microanalytic and global indices of affect each added meaningfully to the prediction of symbolic functioning. The organization of behavioral sequences into coherent affective configurations is discussed as a possible precursor to the general capacity to develop symbols. © 1997 Michigan Association for Infant Mental Health     

Personality Factors Related to Black Teenage Pregnancy and Abortion

Forty-eight pregnant adolescents who applied for therapeutic abortions (TAs) were compared with 55 adolescents who planned to have their babies (Terms) and 67 adolescents who were not pregnant (Controls) on the California Psychological Inventory (CPI). All the subjects were single, Black, and aged 15 or 16. CPI results point to psychological differences with the Controls being most socialized, followed by the TAs, and then the Terms. Term girls seem to be experiencing a void and appear to be trying to fill it and assume an adult role by having a baby; the TAs do not seem to have these same needs. In addition, girls who became pregnant and described the relationship with the putative father as casual, appear on the CPI to have more daily problems, lack socialization, be less clear thinking, and have poor self-control. Pregnant girls who have good communication with their mothers showed no differences on the CPI from girls with poor communication with their mothers.     

Habitual negative body image thinking as psychological risk factor in adolescents

Negative body image thinking can be broken down into cognitive content (body dissatisfaction thoughts) and the way such thoughts occur. The present study focused on negative body image thinking as mental habit, i.e., the degree to which such thinking occurs frequently and automatically [Verplanken, Friborg, Wang, Trafimow, & Woolf, 2007]. In a sample of 250 adolescents (age 12-15) it was found that negative body image thinking habit uniquely accounted for variance in self-esteem and eating disturbance propensity over and above body image dissatisfaction. Considering negative body image thinking as a mental habit contributes to a deeper understanding of body dissatisfaction in adolescents, and may have implications for interventions to deal with such attitudes and their potentially harmful consequences.     

Transitioning from the Battlefield to Home: An Innovative Program for Israeli Soldiers

Soldiers moving from the army to civilian life encounter significant challenges during this time of transition, both in Israel and internationally. Identifying this period of time as a critical one, the Peace of Mind program is an innovative intervention designed specifically to address the issues occurring therein. This unique model focuses on mental health and normalization of responses, as well as on the processing of traumatic experiences. It is based on the considerable experience at the Israel Center for the Treatment of Psychotrauma in the fields of resilience building and trauma treatment. After reviewing the literature on returning soldiers, the model is described and several vignettes are presented.