Having to Wait for Service: Customer Reactions to Delays in Service Delivery

Deux expériences ont évalué les conséquences d’informations portant sur la durée d’attente et d’explications concernant les raisons du délai sur les réactions de clients confrontés à un service remis à plus tard. Dans la première étude, 111 participants ont lu un scénario décrivant une attente dans un cabinet médical. Dans l’autre étude, 87 sujets ont vécu un réel retard dans un laboratoire. Dans les deux cas, les participants ont ensuite fait part de leurs réactions suite au retard et évalué le service. Les résultats montrent que la présentation d’une information innocentant celui qui fournit le service provoque les réactions les plus favorables de la part de la clientèle, tandis que l’absence d’explications entraîne des réactions plus positives qu’une explication mettant en cause le responsable. Donner une estimation de la durée d’attente n’a que des effets limités sur les réactions. Les résultats sont analysés à partir des théories du temps d’attente. Two experiments tested the effects of providing wait duration information and explanations for the reason for a delay on customer reactions to a delayed service delivery. In Study 1, 111 participants read a paper‐and‐pencil scenario about a wait for service at a doctor's office. In Study 2, 87 participants experienced an actual delay at a research facility. In both studies, participants were subsequently surveyed about their service evaluation and reactions to the delay. Results indicate that providing a provider‐not‐at‐fault explanation led to the most positive customer reactions, whereas providing no explanation led to more positive reactions than a provider‐at‐fault explanation. Providing waiting duration estimates had only limited effects on customers’ reactions. Results are discussed from the perspective of wait time theories.     

Stimulus–response bindings contribute to item switch costs in working memory

In counter updating tasks, responses are typically faster when items repeat than when they change (item switch costs). The present study explored the contribution of stimulus–response bindings to these item switch costs. In two experiments, we orthogonally manipulated the repetition/switch of to-be-counted items and the repetition/switch of required manual responses. Item switch costs were considerably lower when item switches were accompanied by response switches than when accompanied by response repetitions. Experiment 2 showed that, although there was also a smaller contribution from stimulus–stimulus bindings (i.e., shape-location), the major part was due to stimulus-response bindings. These results show that in the widely used standard version of the counter updating task, a considerable portion of item switch costs is caused by the unbinding of stimulus–response bindings rather than by processes of switching items in working memory.     

Descartes discarded? Introspective self-awareness and the problems of transparency and compositionality

What has the self to be like such that introspective awareness of it is possible? The paper asks if Descartes’s idea of an inner self can be upheld and discusses this issue by invoking two principles: the phenomenal transparency of experience and the semantic compositionality of conceptual content. It is assumed that self-awareness is a second-order state either in the domain of experience or in the domain of thought. In the former case self-awareness turns out empty if experience is transparent. In the latter, it can best be conceived of as a form of mental quotation. Various proposed analyses of direct and indirect quotation are discussed and tested regarding their applicability to thought. It is concluded that, on the assumption of compositionality, the inner self is only insofar accessible to awareness as it has an accessible phonological (or otherwise subsymbolic) structure, as apparently only inner speech does.     

The human parahippocampal cortex subserves egocentric spatial learning during navigation in a virtual maze

BackgroundPresent evidence suggests that the hippocampus (HC) and the parahippocampal cortex (PHC) are involved in allocentric (world-centered) spatial memory. However, the putative role of the PHC in egocentric (body-centered) spatial learning has received only limited systematic investigation.MethodsTo examine the role of the PHC in egocentric learning, 19 healthy volunteers learned to find their way in a virtual maze during functional magnetic resonance imaging (fMRI). The virtual maze presented a first-person view, lacked any topographical landmarks and could be learned only using egocentric navigation strategies.ResultsDuring learning, increased medial temporal lobe activity was observed in the PHC bilaterally. Activity was also observed in cortical areas known to project to the PHC and proposed to contribute to egocentric spatial navigation and memory.ConclusionsOur results point to a role of the PHC for the representation and storage of egocentric information. It seems possible that the PHC contributes to egocentric memory by its feedback projections to the posterior parietal cortex. Moreover, access to allocentric and egocentric streams of spatial information may enable the PHC to construct a global and comprehensive representation of spatial environments and to promote the construction of stable cognitive maps by translating between egocentric and allocentric frames of memory.     

Testing the theory of embodied cognition with subliminal words

In the current study, we tested the embodied cognition theory (ECT). The ECT postulates mandatory sensorimotor processing of words when accessing their meaning. We test that prediction by investigating whether invisible (i.e., subliminal) spatial words activate responses based on their long-term and short-term meaning. Masking of the words is used to prevent word visibility and intentional elaboration of the words’ semantic content. In this way, masking specifically isolates mandatory sensorimotor processing of words as predicted by the ECT. Do spatial subliminal words activate responses nonetheless? In Experiment 1, we demonstrate a spatial congruence effect of the invisible words if they precede visible target words. In Experiment 2, we show that masked words activate responses based on their long-term meaning. In Experiment 3, we demonstrate that masked words are also processed according to their short-term response meaning. We conclude that the ECT is supported by our findings and discuss implications of our results for embodied theories of semantic word processing and masked priming experiments.     

Money for microbes—Pathogen avoidance and out‐group helping behaviour

Humans have evolved various adaptations against pathogens, including the physiological immune system. However, not all of these adaptations are physiological: the cognitive mechanisms whereby we avoid potential sources of pathogens—for example, disgust elicited by uncleanliness—can be considered as parts of a behavioural immune system (BIS). The mechanisms of BIS extend also to inter‐group relations: Pathogen cues have been shown to increase xenophobia/ethnocentrism, as people prefer to keep their societal in‐group norms unaltered and “clean.” Nonetheless, little is known how pathogen cues influence people's willingness to provide humanitarian aid to out‐group members. We examined how pathogen cues affected decisions of providing humanitarian aid in either instrumental (sending money) or non‐instrumental form (sending personnel to help, or accepting refugees), and whether these effects were moderated by individual differences in BIS sensitivity. Data were collected in two online studies (Ns: 188 and 210). When the hypothetical humanitarian crisis involved a clear risk of infection, participants with high BIS sensitivity preferred to send money rather than personnel or to accept refugees. The results suggest that pathogen cues influence BIS‐sensitive individuals' willingness to provide humanitarian aid when there is a risk of contamination to in‐group members.     

Relevance of perceived teacher humor types for instruction and student learning

The use of humor is assumed to be an effective tool for teachers to promote instruction and student learning. However, research on teacher humor is not yet systematically linked to instructional research. To provide a starting point, a model of teacher humor effects is proposed that refers to a multidimensional conception with different types of humor. To test basic assumptions of the model, a cross-sectional study was conducted with 985 secondary school students from 45 classrooms who were surveyed on their perceptions of teacher humor as well as relevant dimensions of instruction and aspects of their own learning. Two-level modelling revealed substantial relations between teacher humor and instructional dimensions and student learning which varied considerably between different types of humor. Whereas humor related to course material showed positive associations, unrelated humor was negatively related with the investigated instructional dimensions. Two-level mediation analyses indicated that the associations between teacher humor and student learning were mediated by instructional dimensions.