Personality and Trust Fosters Service Quality

Purpose

The purpose of this study was to determine the extent to which cognitive and affective trust mediate the service provider personality?Cservice quality relationship, controlling for customer personality.

Design/Methodology/Approach

Hypotheses were tested using a matched sample of 249 customer-service provider dyads.

Results

Service provider service orientation incrementally predicted customer cognitive trust in the service provider above and beyond customer agreeableness, which related significantly to affective and cognitive trust. Analyses further revealed that cognitive trust mediated the service provider service orientation?Cservice quality relationship.

Implications

Hiring service-oriented front-line employees may facilitate customer cognitive trust which in turn relates to service quality. In addition, training front-line employees to identify agreeable customers may facilitate the quick development of trusting relationships.

Originality/Value

This is the first study to simultaneously examine the impact of both the customer and the service provider personalities on customer trust and service quality in long-term relationships. Results demonstrated the role of cognitive trust as a mediator of the relationship between service orientation and service quality.     

Interplay of the production and picture superiority effects: A signal detection analysis

Three experiments explored the interaction between the production effect (greater memory for produced compared to non-produced study items) and the picture superiority effect (greater memory for pictures compared to words). Pictures and words were presented in a blocked (E1) or mixed (E2, E3) design, each accompanied by an instruction to silently name (non-produced condition) or quietly mouth (produced condition) the corresponding referent. Memory was then tested for all study items as well as an equal number of foil items using a speeded (E1, E2) or self-paced (E3) yes-no recognition task. Experiments 1, 2, and 3 all revealed a small but reliable production×stimulus interaction. Production was also found to result in a liberal shift in response bias that could result in the overestimation of the production effect when measured using hits instead of sensitivity. Together our findings suggest that the application of multiple distinctive processes at study produces an especially discriminative memory trace at test, more so than the summation of each process individually.     

Ethnic and gender differences in the labour market perceptions of post‐higher education job seekers: ‘Double jeopardy’ or ‘ethnic prominence’?

Ethnic and gender differences in perceptions of graduate job acquisition difficulty among U.K. post‐higher education job seekers were investigated. Two main hypotheses were compared: the double jeopardy hypothesis (DJH), suggesting an additive or interactive increase in perceived difficulty associated with membership of different disadvantaged demographic categories; and the ethnic prominence hypothesis, arguing for the salience of ethnicity over gender in perceptions. Graduates and final year students (N= 800) from Black, Indian, Pakistani/Bangladeshi, and White ethnic backgrounds rated the level of difficulty that a suitably qualified man and woman from their own ethnic background would encounter in attaining 10 graduate jobs. Interactions between participant ethnic background and gender of job seeker rated were examined in the context of the competing hypotheses. The perceptions of men, and Indian and Pakistani/Bangladeshi women, were consistent with the additive DJH, whereas Black women's perceptions were not. It is concluded that: (1) the perceptions of the latter group may reflect knowledge of Black male disadvantage, or negative stereotyping with respect to employment in the U.K. graduate labour market; and (2) perceptions of double jeopardy by some female graduates may have negative effects on their job seeking endeavours.     

Individual, Peer, and Family Factors Influencing Urban African American Adolescents’ Responses to Problem Dating Situations

A clear understanding of factors influencing adolescents’ responses to problem dating situations is needed to guide efforts to promote healthy dating relationships and address issues such as emotional distress, conflict, and violence in dating contexts. This study used qualitative methods guided by a socio-ecological model to identify factors at the individual-level and those within adolescents’ peer and family relationships that influenced their use of specific strategies (active, avoidant, support-seeking, or aggressive) in response to problem dating situations. Interviews were conducted with 38 African American middle and high school students in an urban public school system. Participants identified nine themes that would make it easier for them to engage in their best response strategies to deal with problem dating situations. These included four individual-level factors (e.g., individual characteristics and adolescents’ confidence in their ability to address dating problems), three peer factors (e.g., supportive advice from peers), and two family factors (e.g., support, advice, and messages about dating relationships from family members). Nine themes were identified that would make it harder for adolescents to engage in these responses including three individual-level factors (e.g., difficulty in regulating anger, anxiety, and sadness in dealing with dating problems), four peer factors (e.g., peer instigated conflict among dating partners), and two family factors (e.g., family involvement in adolescents’ dating relationships). The results inform prevention efforts that focus on promoting healthy dating relationships during adolescence.     

IMPROVING BEHAVIOR IN A RESIDENTIAL SERVICE FOR YOUTH IN DRUG AND ALCOHOL REHABILITATION

A token reinforcement program, named ‘Thumbs Up’, was introduced in a residential therapeutic community for drug and alcohol rehabilitation. Sixteen young people aged 14–17 years participated for varying durations. Participants were able to negotiate target behaviors and choose backup reinforcers. We evaluated the program within a multiple baseline design across participants, settings, and behaviors. Improvements occurred in positive verbal statements across settings, timely room cleaning, and leadership responsibilities. Inappropriate statements were also measured and did not change. One staff member was trained in the use of Thumbs Up with positive results. Difficulties with implementing behavioral interventions in a non‐behaviorally oriented treatment service were identified. Despite needing refinements, it was concluded that a token reinforcement program can be an effective and acceptable means of improving behavior within a therapeutic community framework. Copyright © 2012 John Wiley & Sons, Ltd.     

An examination of the Clinical Impairment Assessment among women at high risk for eating disorder onset

Identifying measures that reliably and validly assess clinical impairment has important implications for eating disorder (ED) diagnosis and treatment. The current study examined the psychometric properties of the Clinical Impairment Assessment (CIA) in women at high risk for ED onset. Participants were 543 women (20.6 ± 2.0 years) who were classified into one of three ED categories: clinical ED, high risk for ED onset, and low risk control. Among high risk women, the CIA demonstrated high internal consistency (α = 0.93) and good convergent validity with disordered eating attitudes (rs = 0.27-0.68, ps < 0.001). Examination of the CIA's discriminant validity revealed that CIA global scores were highest among women with a clinical ED (17.7 ± 10.7) followed by high risk women (10.6 ± 8.5) and low risk controls (3.0 ± 3.3), respectively (p < 0.001). High risk women reporting behavioral indices of ED psychopathology (objective and/or subjective binge episodes, purging behaviors, driven exercise, and ED treatment history) had higher CIA global scores than those without such indices (ps < 0.05), suggesting good criterion validity. These data establish the first norms for the CIA in a United States sample. The CIA is psychometrically sound among high risk women, and heightened levels of impairment among these individuals as compared to low risk women verify the relevance of early intervention efforts.     

Uncovering the connection between artist and audience: Viewing painted brushstrokes evokes corresponding action representations in the observer

Observed actions are covertly and involuntarily simulated within the observer’s motor system. It has been argued that simulation is involved in processing abstract, gestural paintings, as the artist’s movements can be simulated by observing static brushstrokes. Though this argument is grounded in theory, empirical research has yet to examine the claim. Five experiments are described wherein participants executed arm movements resembling the act of painting horizontal brushstrokes while observing paintings featuring broad, discernable brushstrokes. Participants responded faster when their movement was compatible with the observed brushstrokes, even though the paintings were irrelevant to their task. Additional results suggest that this effect occurs outside of awareness. These results provide evidence that observers can simulate the actions of the painter by simply observing the painting, revealing a connection between artist and audience hitherto undemonstrated by cognitive science.