The role of delight in driving repurchase intentions

A channel differentiator for brick-and-mortar retail stores is the availability of salespeople to assist customers directly in their purchase decision. This research considers two aspects of customer interactions with retail salespeople that lead to perceptions of extraordinary service and enhance repurchase intentions: customer comfort and salesperson expertise. Retail customers desire value-added informational assistance from the salesperson to minimize ambiguity associated with the product and to reduce the risk associated with a purchase decision. A retail salesperson needs to make customers feel comfortable so that the customer will share specific needs during the interaction, and the salesperson can recommend appropriate products and services. Our findings reveal that while both customer comfort and salesperson expertise positively influence satisfaction with the salesperson and customer delight, only customer delight leads to repurchase intentions. While satisfaction is a commonly asserted goal for retailers; the present research suggests that in a transaction-based environment, elevated emotions such as customer delight represent a more powerful predictor of repurchase intentions. This research provides evidence of trainable salesperson behaviors that enhance customer perceptions of extraordinary service and offer firms an opportunity for significant performance gains.     

Tag, you're it: Tagging as an alternative to yes/no recognition in item method directed forgetting

The current study contrasted a standard yes/no recognition task with a tagging recognition task in the context of an item-method directed forgetting paradigm. During the study phase, a series of words was presented one at a time, each followed by an instruction to remember (R) or forget (F). The retention of R and F study words was tested using either a typical yes/no recognition task or a tagging recognition task in which participants labeled each word as “R”, “F” or “New”. The directed forgetting effect observed in each task was equivalent in magnitude. However, the tagging recognition task afforded an additional analysis of the errors of misattribution that was not possible with the more typical yes/no recognition task. Interestingly, when falsely recognizing a Foil word, participants were more likely to assign an “F” tag than an “R” tag. These errors of misattribution are consistent with existing accounts of directed forgetting that suggest R words are better encoded than F words. We argue for the utility of the tagging procedure, given it does not alter the directed forgetting effect normally seen with yes/no recognition but provides additional information about errors of misattribution.     

Intolerance of sexy peers: intrasexual competition among women

Intrasexual competition among males of different species, including humans, is well documented. Among females, far less is known. Recent nonexperimental studies suggest that women are intolerant of attractive females and use indirect aggression to derogate potential rivals. In Study 1, an experimental design was used to test the evolutionary-based hypothesis that women would be intolerant of sexy women and would censure those who seem to make sex too readily available. Results provide strong empirical support for intrasexual competition among women. Using independent raters, blind to condition, we found that almost all women were rated as reacting negatively ("bitchy") to an attractive female confederate when she was dressed in a sexually provocative manner. In contrast, when she was dressed conservatively, the same confederate was barely noticed by the participants. In Study 2, an experimental design was used to assess whether the sexy female confederate from Study 1 was viewed as a sexual rival by women. Results indicated that as hypothesized, women did not want to introduce her to their boyfriend, allow him to spend time alone with her, or be friends with her. Findings from both studies are discussed in terms of evolutionary theory.     

Fiction, Fashion, and Function Finale: An Introduction and Conclusion to the Special Issue on Gendered Body Image, Part III

Culture specifies standards for women??s and men??s body appearance and display. In Western cultures, these standards are both concentrated and ubiquitous in the media, represented as gendered body ideals for citizens to aspire toward. Because gendered body ideals are revered, individuals try to construct and portray their body consistently with these ideals. Furthermore, because gendered body ideals are narrowly defined and restrictive, individuals constrict their behavior, relationships, and perceptions of themselves and others to fall within the parameters of these ideals. The third and final issue of this series showcases innovative studies within two streams. The first stream investigates the many ways individuals invest effort into constructing and/or portraying their body to fit the gendered body ideal. The second stream addresses the diverse ways internalization of these ideals constrict individuals?? relationships, freedoms, and perceptions of others?? bodies and lifestyles. We discuss the empirical articles alongside points raised in films by Jhally (2009) and Clark (2009) that emphasize how media portrayals of gendered body ideals foster body-related constructions and constrictions in viewers. We emphasize intersectionality when presenting the articles, recognizing that gender combines with multiple identities (e.g., sexual orientation, race, political affiliation, and age) as well as individual difference variables to mold the degree to which individuals construct and constrict themselves and others to fit gendered body ideals. We end with a discussion of how these articles can be used to generate social change by deconstructing and delegitimizing gendered body ideals.     

The effects of 100 dB 1‐kHz and 22‐kHz tones as punishers on lever pressing in rats

Aversive control is an important yet understudied process of learning. One reason aversive control may be relatively understudied is ethical concerns about painful stimuli (e.g., electric shock). High decibel broad‐band noise and 22‐kHz vocalizations both demonstrably affect rodent behavior while not necessarily being painful. The goal of this study was to determine if 100‐dB 22‐kHz‐pure tones were differentially more effective in reducing operant response rates in rats. We examined whether 22‐kHz pure tones would function as aversive stimuli, specifically as positive punishers. The effects of response‐dependent as well as continuously presented 22‐kHz and 1‐kHz tones on rate of response maintained by variable interval 30‐s food deliveries were assessed across several conditions. We found that response rates were lower when tones were presented response dependently than when tones were presented continuously throughout a session. We also found that the lower response rates obtained with response‐dependent 22‐kHz tones were not significantly different from response rates obtained with response‐dependent 1‐kHz tones. The primary conclusion of this experiment is that both 1‐kHz and 22‐kHz tones functioned as punishers, but that the 22‐kHz tones were not differentially more effective in reducing response rate.     

Directed forgetting shares mechanisms with attentional withdrawal but not with stop-signal inhibition

To explore the mechanisms underlying the ability to intentionally forget, the present study combined an itemmethod directed forgetting paradigm with tasks that measure stop-signal inhibition (Experiments 1 and 2) and inhibition of return (IOR; Experiment 2). Following each study-phase instruction to remember (R) or forget (F), a target was presented centrally (Experiment 1) or to the left or right in the visual periphery (Experiment 2); the target required a speeded response that was sometimes countermanded by a central stop signal. Although stopsignal reaction times were unaffected by the preceding memory instruction (or relationship with word-target location), F instructions improved stopping and delayed responses. Replicating previous findings in the literature, significant IOR was observed following F instructions but not following R instructions (Experiment 2). These findings suggest that intentional forgetting is an active cognitive process that more likely engages attentional mechanisms related to orienting than those related to stop-signal inhibition.     

“But I Like My Body”: Positive body image characteristics and a holistic model for young-adult women

Extant body image research has provided a rich understanding of negative body image but a rather underdeveloped depiction of positive body image. Thus, this study used Grounded Theory to analyze interviews from 15 college women classified as having positive body image and five body image experts. Many characteristics of positive body image emerged, including appreciating the unique beauty and functionality of their body, filtering information (e.g., appearance commentary, media ideals) in a body-protective manner, defining beauty broadly, and highlighting their body's assets while minimizing perceived imperfections. A holistic model emerged: when women processed mostly positive and rejected negative source information, their body investment decreased and body evaluation became more positive, illustrating the fluidity of body image. Women reciprocally influenced these sources (e.g., mentoring others to love their bodies, surrounding themselves with others who promote body acceptance, taking care of their health), which, in turn, promoted increased positive source information.     

Female Counselor Educators: Encouraging and Discouraging Factors in Academia

Women in higher education encounter unique challenges that influence their occupational satisfaction and quality of life (J. Mirsa, I. Kennelly, & M. Karides, 1999; J. Oleck & R. McNatt, 1999; S. M. Park, 1996; M. D. Sorcinelli, 1994; J. A. Winkler, 2000). This article reports data from a national survey of female counselor educators. The data illustrate factors that may encourage or discourage female counselor educators from remaining in professorial roles. Implications for the counseling profession are also presented.     

Maternal depression: A review of relevant treatment approaches for mothers and infants

The negative impact of postpartum depression on the mother‐infant relationship and infant development more generally has been well documented. Compared to infants of nondepressed mothers, infants of depressed mothers have been shown to be less securely attached to their caregivers and often have cognitive, emotional, and behavioral deficits that persist well into childhood. Recent evidence has suggested that reduction of maternal depressive symptoms may itself not be sufficient to prevent negative effects on children. Rather, treatments that target the mother‐infant relationship may have great potential in providing a buffer against the potentially damaging effects of postpartum depression. Based on our review of several treatment‐outcome studies, we conclude that mother‐infant psychotherapies and home‐based interventions are generally efficacious in their goal of ameliorating detrimental consequences for children of depressed mothers. Nonetheless, the field must continue to investigate the extent to which treatment gains are maintained over time and the mechanisms by which protective effects occur. It is likely that the most efficacious treatment approaches will be those that address the needs of the mother, the infant, and their relationship.