Customer reactions to encountering consecutive service failures

According to previous studies, many consumers in Taiwan have experienced consecutive service failures. Despite these failures, many consumers still remain loyal to a service provider for a variety of reasons, such as money deposits, contractual agreements, associated costs, time constrains, and health concerns. We attempt to investigate the emotional reactions and expectations of consumers after they have experienced two consecutive service failures. Our findings reveal that for high‐involvement services, although customers display strong negative emotional reactions after each service failure, the reaction to the second service failure is less intensive than that to the first one. Furthermore, our findings show that as long as the products or services remain in use, customers tend to retain high levels of expectation in regard to the service provider. Copyright © 2012 John Wiley & Sons, Ltd.     

Servicescapes: The role that place plays in stay‐at‐home mothers’ lives

Over the past decade, increasing attention has been paid to gender‐related consumption behaviour. However, a relative gap in our knowledge still exists when it comes to understanding the changes that occur as a result of motherhood and how this may influence their interactions in the retail environment. The purpose of this article is to explore stay‐at‐home mothers’ experiences in the servicescape to gain a better understanding of how they associate with servicescapes during this transitional period, how they use retail space to suit their needs, and how they use retail space to negotiate their role as a stay‐at‐home mother. Five stay‐at‐home mothers with children younger than 5 years were provided with disposable cameras and asked to photograph servicescapes that they visited regularly. Over a 1‐year period, they were interviewed several times, and photo‐elicitation techniques were used throughout the interviewing process. The results of this study suggest that when consumers undergo role or identity changes, certain places can be used to smooth this process. Not only can the retail environment be used as a coping mechanism for stay‐at‐home mothers, it can also be viewed as a “second place” as opposed to a “third place”, thus enabling isolated consumers to feel connected with the outside world. Last, this study highlights the temporal dimensions of place. Throughout one's lifetime, one will form attachments to and patronise different places, which will evolve and change as individuals, accordingly, take on different roles and identities. Copyright © 2012 John Wiley & Sons, Ltd.     

The Development of Internal State Language during the Third Year of Life: A Longitudinal Parent Report Study

Children's talk about the mind has been scarcely studied in non‐English speakers. For this reason, this longitudinal study documents age‐related changes in German‐speaking children's internal state language. At 24, 30 and 36 months, children were administered general language tests and their internal state vocabulary levels were obtained via parental report. The developmental transition from a vocabulary rich in physiological, perceptual and desire terms to a vocabulary rich in a wider range of mental concepts confirmed previous research with French‐speaking and English‐speaking children and research in children's internal state comprehension. Further, children's category scores proved to be developmentally stable. Finally, with increasing age, children's category scores became more specifically related to each other, independent of general language skills. The results are discussed in regard to the universality of children's talk about the mind. Copyright © 2012 John Wiley & Sons, Ltd.     

Humour Perception and Creation between Parents and 3‐ to 6‐month‐old Infants

Humour and laughter are universal to the human psychological experience and have serious developmental and evolutionary implications. Despite the early emergence of laughter in infancy, infants have been largely ignored in the humour research and humour has been largely ignored in the infant research. The present study describes the emergence of humour perception and creation in a sample of 20 parent–infant dyads who were followed from ages 3‐to‐ 6 months. The study examined how infants discover that absurd nonverbal behaviour, known as ‘clowning’, is amusing in the context of social engagement with caregivers. Results indicate that parents primarily use clowning when attempting to amuse their infants and pair these behavioural absurdities with affective cues like smiling and laughing. As they got older, infants were more likely to laugh and smile in response to clowning. Infants' ability to create humor via clowning also increased with age, starting with simple shrieks at 3 months to imitating absurd actions by 5 months. These increases are partly potentially explained by accompanying increases in parental smiling, laughing and clowning in response to infant clowning. Future research should employ more diverse samples and experimentally investigate the role of parental affect and social referencing in infants' interpretation of absurd behavior. Copyright © 2011 John Wiley & Sons, Ltd.     

Those Easily Forgotten: The Impact of Emigration on Those Left Behind

Much has been written about the experiences and stresses of those who emigrate. By contrast, little attention has been paid to the experiences of those who stay behind—family members and friends who for various reasons do not to join their loved ones in the destination country. In this article, I describe the experiences of some South Africans whose families and friends have emigrated. This study forms part of a larger research project focusing on the impact of emigration on South African family life. Twenty‐one participants were interviewed by means of a semistructured interview at least 6 months after one or more family member(s) and/or friend(s) left South Africa, to explore participants’ experiences around their loved ones’ emigration. A thematic analysis of the data reveals that those left behind experience various emotions, ranging from emotional ambivalence to anger and distress. Emigration is mostly experienced as a vast loss, almost akin to a “death,” bringing about significant changes in social networks and relationships. The therapeutic significance of the findings for those working with emigrant families is also explored.     

The Development of Family Alliance From Pregnancy to Toddlerhood and Child Outcomes at 5 Years

This article presents a longitudinal study of the development of “family alliance” from pregnancy to toddlerhood in a community sample, as well as its links with the emotional and cognitive development of the child at age 5 years. Family alliance is defined as the quality of the interactive coordination between family members. We consider that the alliance constitutes a context for the child to learn emotion regulation and to develop an understanding of inner states. Family interactions (N = 38) were observed at the 5th month of pregnancy and at 3, 9, and 18 months after birth in a standardized situation of observation (Lausanne Trilogue Play). Marital satisfaction and child temperament were assessed through self‐reported questionnaires. Several outcomes of the child at age 5 years were measured: theory of mind performances, predominant emotional themes in pretend play, internalized and externalized symptoms. Results show that (a) three patterns of evolution of family alliance occur: “high stable” (n = 19), “high to low” (n = 10), and “low stable” (n = 9); (b) a high stable alliance is predictive of better outcomes in children at age 5 years, especially regarding theory of mind; (c) the temperament of the child is predictive of child outcomes; and (d) an interaction effect occurs between family alliance and temperament. These results highlight the importance of both family‐level and individual‐level variables for understanding individual differences in the social and cognitive development of children.