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.     

Introducing SYPRENE: An International Practice Research Network for Strategic and Systemic Therapists and Researchers

SYPRENE, a new international Systemic Practice Research Network (PRN), has been established to fill the gap in practice-based research on the effectiveness and efficiency of strategic therapies. This article presents the rationale for the creation of SYPRENE and describes data collection methods, and the encoding system implemented within this PRN. More developments are expected in the recruitment of practitioners, the types of data collected, findings, and the implementation of SYPRENE in supervision, trainings, and professional schools.     

Triad model of education (II) and instructional engineering

Despite the money and sweat that go into new instructional technologies, they do not produce the overall high level of student performances that societies seek. More effective teaching calls for a profound solution. It requires a coordinate triad of factors: a proper science, the correct organizational structure, and an engineering instructional technology. This second of a series of articles on the Triad Model of Education concentrates on instructional engineering. The instructional engineering drawn from the science is contingency-based. Contingency-based instructional systems always handle the inevitable two components of instruction: the repertoires of students and the setups that shape those repertoires. The setup component features five elements: subject matter, objectives, quality control, presentation modes, and logistics. The repertoire component consists of the governance of repertoires-event and lingual governed, the type of repertoire-knowing, solving, and creating, and the variability of the repertoire--convergent and divergent. These elements, and their required engineering, reveal an instructional task more complex than previously considered. Progress with such complexity occurs only when all components of the triad are in place.     

Culture and the distinctiveness motive: constructing identity in individualistic and collectivistic contexts

The motive to attain a distinctive identity is sometimes thought to be stronger in, or even specific to, those socialized into individualistic cultures. Using data from 4,751 participants in 21 cultural groups (18 nations and 3 regions), we tested this prediction against our alternative view that culture would moderate the ways in which people achieve feelings of distinctiveness, rather than influence the strength of their motivation to do so. We measured the distinctiveness motive using an indirect technique to avoid cultural response biases. Analyses showed that the distinctiveness motive was not weaker-and, if anything, was stronger-in more collectivistic nations. However, individualism-collectivism was found to moderate the ways in which feelings of distinctiveness were constructed: Distinctiveness was associated more closely with difference and separateness in more individualistic cultures and was associated more closely with social position in more collectivistic cultures. Multilevel analysis confirmed that it is the prevailing beliefs and values in an individual's context, rather than the individual's own beliefs and values, that account for these differences.     

The relationship between intrinsic and extrinsic religiosity and competitive anxiety

ABSTRACT

The present study examined the relationship between religiosity and competitive anxiety in college athletes and whether there were differences in competitive anxiety for intrinsically religious and extrinsically religious individuals. College athletes (N?=?95) from three separate sports from the NCAA completed a questionnaire that included the Age-Universal I/E Scale, the Competitive State Anxiety Inventory-2 Revised, open-ended questions on habits related to religion, and demographic items. Results revealed no significant relationship between intrinsic and extrinsic religiosity and competitive anxiety. Extrinsically religious athletes had higher somatic anxiety than intrinsically religious athletes. The majority of participants (77%) reported praying before games primarily for comfort. Athletes turn to religion to calm their nerves but it is important to understand that their approach to religion may relate to increased anxiety. This information is useful for sport practitioners and coaches as they seek to help their athletes seek an intrinsic approach to religion in sport.     

Encoding time and signs exposure time in the representation of diagrammatic deontic meanings

It has been proposed that prohibition and obligation be represented in different ways in reasoning with deontic information (Bucciarelli & Johnson-Laird, 2005). Obligations are salient in permissible situations and prohibitions in impermissible situations. In some specific cases, differential initial representations are also consistently predicted from the comprehension of negations, if prohibition is considered as the negation of an obligation. Three experiments evaluate whether traffic signs of prohibition and obligation speed up the response time to the proposed direction represented and whether this advantage remains when people have more time to think. When making judgements about the manoeuvre performed by a vehicle, participants' response times are consistent with the predicted representation when they have a short time (i.e., 300 ms) to understand the premise. In this case they represent what is permissible by obligatory signs and also what is impermissible by prohibitory signs. However, if they have more time (i.e., 1000 ms) to understand the premise, they still represent what is permissible by obligatory signs but they seem to change their initial representations to what is permissible by prohibitory signs.     

Psychometric examination of the School Social Climate Questionnaire in Chileans students

The School Social Climate Questionnaire (CECSCE) was adapted and applied. Subsequently, its psychometric proprieties were analyzed. The 1075 Chilean students who participated were assessed with the CECSCE and the School Violence Scale. The results showed that the CECSCE has a bifactorial structure, although there was also the possibility of a unifactorial structure. The CECSCE achieved satisfactory reliability and homogeneity indexes. The CECSCES scores were inversely related to the school violence rate. Lastly, differences by gender and educational level were analyzed. Given that there are differences in school climate perceptions in favor of girls, Chilean standards are presented in percentiles by gender. It can therefore be concluded that the CECSCE is sufficiently valid and reliable to be applied in Chile.