Salespersons’ empathy as a missing link in the customer orientation–loyalty chain: an investigation of drivers and age differences as a contingency

Salespersons’ customer orientation has attracted considerable attention from practitioners and researchers. By distinguishing customer-oriented attitude from behavior, this study sheds light on customers’ perceptions of salespersons’ empathy, as a missing link between customer orientation and customer-related outcomes. Noting the increasing age diversity among salespersons and customers, this study also investigates whether age differences in salesperson–customer dyads moderate the relationships of salespersons’ customer-oriented attitude and behavior with customer outcomes. Finally, this study examines salespersons’ climate perceptions as antecedents of their customer-oriented attitudes. Results of multilevel modeling with data from 164 salespersons and 405 customers reveal that salesperson empathy, as perceived by customers, is an important facilitator of the customer orientation–satisfaction relationship. When there are large age differences, salespersons’ customer-oriented attitude becomes more important for making customers feel understood by salespersons. Regarding antecedents, salespersons’ customer-oriented attitude is influenced by their perceptions of team-member exchange and age-inclusive climate.     

How can individual differences in autobiographical memory distributions of older adults be explained?

The reminiscence bump phenomenon has frequently been reported for the recall of autobiographical memories. The present study complements previous research by examining individual differences in the distribution of word-cued autobiographical memories. More importantly, we introduce predictor variables that might account for individual differences in the mean (location) and the standard deviation (scale) of individual memory distributions. All variables were derived from different theoretical accounts for the reminiscence bump phenomenon. We used a mixed location-scale logitnormal model, to analyse the 4602 autobiographical memories reported by 118 older participants. Results show reliable individual differences in the location and the scale. After controlling for age and gender, individual proportions of first-time experiences and individual proportions of positive memories, as well as the ratings on Openness to new Experiences and Self-Concept Clarity accounted for 29% of individual differences in location and 42% of individual differences in scale of autobiographical memory distributions. Results dovetail with a life-story account for the reminiscence bump which integrates central components of previous accounts.     

Children view own-age faces qualitatively differently to other-age faces

Like most own-group biases in face recognition, the own-age bias (OAB) is thought to be based either on perceptual expertise or socio-cognitive motivational mechanisms [Wolff, N., Kemter, K., Schweinberger, S. R., &; Wiese, H. (2013). What drives social in-group biases in face recognition memory? ERP evidence from the own-gender bias. Social Cognitive and Affective Neuroscience. doi:10.1093/scan/nst024]. The present study employed a recognition paradigm with eye-tracking in order to assess whether participants actively viewed faces of their own-age differently to that of other-age faces. The results indicated a significant OAB (superior recognition for own-age relative to other-age faces), provided that they were upright, indicative of expertise being employed for the recognition of own-age faces. However, the eye-tracking results indicate that viewing other-age faces was qualitatively different to the viewing of own-age faces, with more nose fixations for other-age faces. These results are interpreted as supporting the socio-cognitive model of the OAB.     

Judging the implications of a concession: Conversational distance and belief bias effects

An arguer's position at a given point in an argument can be characterized as a set of commitments. The present study considers the perceptions of ordinary language users about the implications of making a concession for the contents of the conceder's commitment set. In particular, we examine two sources of influence on such lay perceptions—conversational distance (i.e., the number of turns separating the concession from commitments incurred earlier in the argument) and an individual's prior beliefs regarding the content of the argument. Across two studies, college students were administered an argument task assessing the extent to which a concession by the protagonist of an argument on the last move indicated changes to other commitments incurred earlier in the argument. Results indicated that participants were more likely to judge a concession as indicating a change in prior commitments if (a) the commitment was incurred later in the argument than earlier, and (b) the participant disagreed with the protagonists’ thesis in the argument. In addition, performance on deductive reasoning tasks predicted individual differences in the conversational distance effect, but not the belief bias effect.     

Managing Old Age: The Disciplinary Web of Power, Surveillance and Normalization

Health and welfare have emerged as key vehicles used to legitimize and position the identities that older people adopt in contemporary western societies. Both health and welfare contain specific yet continually changing technologies that function to mediate relations between older people and the state. Medico-technical and care management discourses have been presented as adding choice and reducing limitations associated with adult aging. However, they also represent an increase in professional control that can be exerted on lifestyles in older age and thus, the wider social meanings associated with that part of the lifecourse. This article presents a theoretical analysis based on a critical reading of the work of Michel Foucault; identifies the interrelationship between managers and older people in terms of power, surveillance and normalization; and highlights how and why older people remain the subjects of legitimizing professional gazes.     

Trait anxiety, defensiveness and selective processing of threat: an investigation using two measures of attentional bias

Attentional biases for threat were examined in a non-clinical sample (N=60), with each participant tested on both the modified Stroop colour-naming and dot probe tasks. Three groups were selected on the basis of trait anxiety and social desirability scale (SDS) scores: “low anxiety” (LA: low trait, low SDS), “repressor” (REP: low trait, high SDS) and “high anxiety” (HA: high trait, low SDS). Results from the colour-naming task suggested that high levels of defensiveness (in combination with low trait anxiety) were associated with greater avoidance of threat. The REP group showed less interference in colour-naming threat than neutral words; whereas the HA group showed increased interference due to threat words. On the dot probe task, there was a general tendency for this non-clinical sample as a whole to show avoidance of social threat relative to neutral words, but there was no bias for physical threat words. Avoidance of social threat was significant only within the REP group. No relationships were found between the measures of cognitive bias from the two tasks, suggesting different underlying mechanisms. Results are discussed in relation to previous findings and theoretical views of the effects of anxiety and defensiveness on the processing of threat.     

Criteria Based Content Analysis: The Less Scientific Road to Truth

Criteria Based Content Analysis (CBCA) is a forensic tool that aims atdistinguishing true from false statements made by crime victims. As such,CBCA and similar techniques are regularly employed by psychologicalexpert-witnesses in court. However, it could be argued that the diagnosticaccuracy of CBCA is moderate, and too low for application in the forensiccontext. The current article discusses problems that arise if conclusionsabout credibility of testimonies based on CBCA are presented in court. Afundamental, yet so far hardly addressed flaw is that CBCA suffers from aninherent truth bias. That is, the underlying notion that credibility isexamined by means of searching for signs supporting truthfulness isscientifically less valid than the approach in which credibility isestablished by focusing on alternative explanations and signs of deceit.     

心理学视野下的社会变迁研究：研究设计与分析方法

近年来,社会变迁导致的文化、心理与行为变化及其相互建构已经成为心理学的研究热点。社会变迁研究通常涉及和变迁相关的时间效应、时代效应以及和变迁无关的年龄效应。在考察变迁趋势及其影响因素时,常用的研究设计有跨时间比较、跨代际比较、跨地区比较(历史重构)等方法;常用的分析方法有传统的相关和回归分析和现代的时间序列分析(比如交叉滞后相关和格兰杰因果检验)等。由于每一种设计都有其优点和不足,在具体研究中,研究者要根据研究的问题和可操作性选择合适的方法;如果可能,最好同时采用多种方法,以寻求基于不同方法的聚合证据。     

Are absolute frequencies,relative frequencies,or both effective in reducing cognitive biases?

Biases in probabilistic reasoning are affected by alterations in the presentation of judgment tasks. In our experiments, students made likelihood judgments that an event was produced by various causes. These judgments were made in terms of probability, relative frequency or absolute frequency on a full or a pruned list of causes. When they had little personal experience of the event (causes of death), the pruning bias was smaller with relative frequencies than with absolute frequencies or probabilities. When they had more personal experience of the event (missing a lecture), the bias was less with both types of frequency than with probability but still lowest with relative frequency. We suggest that likelihood information is usually stored as relative frequencies when it has been obtained from public sources but that it is based on event counts when it is derived from personal experience. Copyright © 2000 John Wiley & Sons, Ltd.     

Investigating the roots of the favourite–longshot bias: an analysis of decision making by supply‐ and demand‐side agents in parallel betting markets

This paper offers new insights into the behavioural origins of the ‘favourite–longshot’ bias — an established feature of betting markets, whereby longshots win less often than the subjective probabilities imply and favourites more often. A number of alternative explanations has been offered for this phenomenon but the main debate focuses on whether it is caused by the behaviour of those supplying betting markets (bookmakers) or of the demand‐side agents in these markets (bettors) . This study analyses a new data source which offers detailed information for a large sample of recent UK horseraces on decision‐making behaviour within the parimutuel and the parallel bookmaker‐based betting markets. The results offer strong evidence for the existence of the ‘favourite–longshot’ bias in bookmaker‐based markets, with a corresponding absence of such an effect in the parimutuel case. These results offer support for the view that the origins of the ‘favourite–longshot’ bias lie principally in the decisions of bookmakers rather than in the decisions of bettors. Copyright © 2000 John Wiley & Sons, Ltd.