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.     

Heartwarming memories: Nostalgia maintains physiological comfort

Nostalgia, a sentimental longing or wistful affection for the past, is a predominantly positive and social emotion. Recent evidence suggests that nostalgia maintains psychological comfort. Here, we propose, and document in five methodologically diverse studies, a broader homeostatic function for nostalgia that also encompasses the maintenance of physiological comfort. We show that nostalgia--an emotion with a strong connotation of warmth--is triggered by coldness. Participants reported stronger nostalgia on colder (vs. warmer) days and in a cold (vs. neutral or warm) room. Nostalgia, in turn, modulates the interoceptive feeling of temperature. Higher levels of music-evoked nostalgia predicted increased physical warmth, and participants who recalled a nostalgic (vs. ordinary autobiographical) event perceived ambient temperature as higher. Finally, and consistent with the close central nervous system integration of temperature and pain sensations, participants who recalled a nostalgic (vs. ordinary autobiographical) event evinced greater tolerance to noxious cold.     

Distinct processing for pictures of animals and objects: evidence from eye movements

Many studies have suggested that emotional stimuli orient and engage attention. There is also evidence that animate stimuli, such as those from humans and animals, cause attentional bias. However, categorical and emotional factors are usually mixed, and it is unclear to what extent human context influences attentional allocation. To address this issue, we tracked participants' eye movements while they viewed pictures with animals and inanimate images (i.e., category) as focal objects. These pictures had either negative or neutral emotional valence, and either human body parts or nonhuman parts were near the focal objects (i.e., context). The picture's valence, arousal, position, size, and most of the low-level visual features were matched across categories. The results showed that nonhuman animals were more likely to be attended to and to be attended to for longer times than inanimate objects. The same pattern held for the human contexts (vs. nonhuman contexts). The effects of emotional valence, category, and context interacted. Specifically, in images with a negative valence, focal animals and objects with human context had comparable numbers of gaze fixations and gaze duration. These results highlighted the attentional bias to animate parts of a picture and clarified that the effects of category, valence, and picture context interacted to influence attentional allocation.     

Modeling general and specific variance in multifaceted constructs: a comparison of the bifactor model to other approaches

This article recommends an alternative method for testing multifaceted constructs. Researchers often have to choose between two problematic approaches for analyzing multifaceted constructs: the total score approach and the individual score approach. Both approaches can result in conceptual ambiguity. The proposed bifactor model assesses simultaneously the general construct shared by the facets and the specific facets, over and above the general construct. We illustrate the bifactor model by examining the construct of Extraversion as measured by the Revised NEO Personality Inventory (NEO‐PI‐R; Costa & McCrae, 1992), with two college samples (N = 383 and 378). The analysis reveals that the facets of the NEO‐PI‐R Extraversion correlate with criteria in opposite directions after partialling out the general construct. The direction of gender differences also varies by facets. Bifactor models combine the advantages but avoid the drawbacks of the 2 existing methods and can lead to greater conceptual clarity.     

Natural ambiguities: Racial categorization of multiracial individuals

Understanding the perception of multiracial persons is increasingly important in today's diverse society. The present research investigated the process of categorizing multiracial persons as “Multiracial.” We hypothesized that perceivers would make fewer Multiracial categorizations of multiracials and that these categorizations would take longer than monoracial categorizations. We found support for these hypotheses across six experiments. Experiment 1 demonstrated that perceivers did not categorize morphed Black–White faces as Multiracial with the same frequency with which they categorized Black and White faces as Black and White (respectively), and that categorizations of multiracials as Multiracial took longer than monoracial categorizations. Experiment 2 replicated and extended these effects to real Black–White faces. Experiment 3 showed that these findings generalized to Asian–White faces. We used pixel variance analysis to show that these effects were not due to increased variance among Multiracial faces. The image analysis showed that the Black–White morphs and real biracials were actually less varied than either the Black or White sets of faces. Experiments 4 and 5 demonstrated that cognitive load and time constraints detrimentally affected multiracial, but not monoracial, categorizations. Experiment 6 showed that imbuing monoracial categories with importance decreases the use of the Multiracial category. Implications of these findings for understanding perceptions of multiracial persons are discussed.     

Incremental validity of person-organization fit over the Big Five personality measures

Few studies have provided the validity evidence of a measure of objective person-organization fit (P-O fit) as a selection tool. The present study used a concurrent validation design to examine the criterion-related validity and the incremental validity of a P-O fit measure beyond the validity of the Big Five personality test for predicting job performance (task performance and organizational citizenship behavior) and employee commitment (organizational commitment and supervisory commitment) for a group of high-tech professional employees in Taiwan. Results showed that P-O fit predicted the contextual component of overall job performance and was significantly related to two types of employee commitment. Moreover, P-O fit had an incremental validity beyond that of the personality measures for predicting some of our outcome variables.     

The prevalence of loneliness among adults: a case study of the United Kingdom

Within contemporary Western (post) modern societies, loneliness is seen as a problem that is particularly associated with old age. Much less attention has been given to examining variations in loneliness across age groups. We examine patterns of loneliness across adults aged 15 years and older in the United Kingdom using data from the European Social Survey. We first consider the prevalence of loneliness among the adult population; then the relationship between loneliness and a range of key risk factors, and finally the relationship with age for each of our risk factors. Loneliness demonstrates a nonlinear U-shaped distribution, with those aged under 25 years and those aged over 65 years demonstrating the highest levels of loneliness. Depression is associated with loneliness for all age groups. Poor physical health is associated with loneliness in young adult and midlife but not later life. For those in mid and later life, the quality of social engagement is protective against loneliness, while for young adults it is the quantity of social engagement. This indicates that different factors may endow vulnerability (or protect) against loneliness at different stages of life and suggests that preventative strategies or interventions that reflect these variations need to be developed.     

Gelotophobia and thinking styles in Sternberg's theory'

A hypothesis was examined, that gelotophobia (the fear of being laughed at) was negatively related to Type I thinking styles and positively related to Type II thinking styles as defined in Sternberg's theory of mental self-government. 431 university students (250 women, 181 men; M age = 20.4 yr., SD = 1.2) completed self-report measures of gelotophobia (GELOPH <15>) and thinking styles (Thinking Styles Inventory-Revised). Correlation and regression analyses were conducted. The results indicated that gelotophobia was negatively and significantly related to four Type I thinking styles (legislative, judicial, liberal, and hierarchical thinking styles) and a Type III thinking style (external), while it was positively and significantly related to a Type II thinking style (conservative). Thinking styles uniquely explained 18% of the total variance in gelotophobia scores. Possible interventions from the perspective of thinking styles in the treatment of gelotophobia were discussed.     

Social Construction and its Development: Liping Yang Interviews Kenneth Gergen

Nanjing University psychologist Liping Yang interviews Kenneth Gergen on the development of social constructionist thought and practice. The conversation treats a variety of issues, including the development of constructionism as a new paradigm, qualitative research, education and other practices informed by constructionism, value loaded science, relativism, and the Taos Institute.