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.     

Maternal Expressive Style and Children's Emotional Development

Maternal expressive styles, based on a combination of positive and negative expressive patterns, were identified at two points in time and related to multiple aspects of preschool children's emotional development. Mother–child pairs from 260 families participated when the children were 3 years old, and 240 participated again at aged 4 years. Expressive styles were identified at age 3 using cluster analysis, replicated at age 4 and examined in relation to children's emotional understanding, expressiveness and regulation. Three expressive styles were identified: high positive/low negative, very low positive/average negative and average positive/very high negative. Cluster membership was stable in 63% of families from age 3 to 4 years; no systematic patterns of change were evident in the remaining families. Expressive style was related to aspects of children's emotional expression at 3 years and to emotion expression and regulation at 4 years. Children's expressiveness and regulation at age 3 were also related to changes in mothers' expressive styles over 1 year. Identifying mothers' expressive styles provides a unique way to understand the potential role of the emotional climates in which preschool‐aged children learn to express and regulate their own emotions. Copyright © 2011 John Wiley & Sons, Ltd.     

Speed of emotional information processing and emotional intelligence

The present study aimed to investigate the relationship between the speed of emotional information processing and emotional intelligence (EI). To evaluate individual differences in the speed of emotional information processing, a recognition memory task consisted of two subtests similar in design but differing in the emotionality of the stimuli. The first subtest required judgment about whether an emotional facial expression in the test face was identical to one of the four emotional expressions of the same individual previously presented. The second subtest required deciding whether the test face with a neutral emotional expression was identical to one of the four neutral faces of different individuals previously presented. Mean response latencies were calculated for “Yes” and “No” responses. All latencies were correlated with other measures of processing speed such as discrimination time and time of figure recognition. However, the emotional expression recognition subtest was hypothesized to require the processing of emotional information in addition to that of facial identity. Latencies in this subtest were longer than those in the face recognition subtest. To obtain a measure of the additional processing that was called for by the emotionality of the stimuli, a subtraction method and regression analysis were employed. In both cases, measures calculated for “No” responses were related to ability EI, as assessed via a self‐report questionnaire. According to structural equation modeling, there was a moderately negative association between latent EI and the latency of “No” responses in the subtest with emotional stimuli. These relationships were not observed for “Yes” responses in the same subtest or for responses in the subtest with neutral face stimuli. Although the differences between “Yes” and “No” responses in their associations with EI require further investigation, the results suggest that, in general, individuals with higher EI are also more efficient in the processing of emotional information.     

Emotional intelligence: A promise unfulfilled?

Emotional intelligence (EI) is a relatively new construct in differential psychology. Proponents of EI have made strong claims for its importance in basic and applied psychology. This article considers whether the promise of EI has been fulfilled. We examine various fundamental challenges to establishing EI as a major individual differences factor, including cross‐cultural issues. We then examine strategies for assessing EI as a personal quality distinct from general intelligence and personality, and evaluate leading tests and scales for EI. Various sources of validity evidence demonstrate the value of research on EI, but we also identify various weaknesses of existing instruments. It appears that there is no strong, over‐arching general factor of EI that shapes human emotional functioning across a range of diverse contexts. Instead, we advocate a “multipolar” conception of EI that discriminates temperament, information‐processing, emotion‐regulation and acquired skills. Focusing research on more narrowly defined but conceptually coherent research domains may be a more productive strategy than seeking to define an all‐embracing general EI.     

EARLY RESPONSE DISTRIBUTION AND OUTCOMES OF RESPONSE-RESTRICTION ANALYSES

We examined whether the results of a response‐restriction analysis (RRA) could be predicted on the basis of response distribution in early sessions, when these sessions indicated interaction with multiple items. Four preschool‐aged children participated. For 3 of the 4 participants, the results from sessions conducted prior to restriction of the first item corresponded closely with results of the full RRA.     

THE EFFECTS OF FIXED-TIME REINFORCEMENT SCHEDULES ON FUNCTIONAL RESPONSE CLASSES: A TRANSLATIONAL STUDY

Research on functional response classes has applied significance because less severe forms of problem behavior have been found to co‐occur with more severe forms. In addition, the most severe forms of problem behavior are sometimes targeted for intervention without monitoring other less severe forms. In such cases, it is unknown whether and how untreated forms of problem behavior covary with the targeted behaviors. The present study employed a translational procedure (with button presses as the target behavior) to investigate response covariation under noncontingent reinforcement with typically developing preschoolers. The results indicated that noncontingent reinforcement was generally effective in decreasing all response class members when only one member was targeted.     

INFLUENCES OF RESPONSE RATE AND DISTRIBUTION ON THE CALCULATION OF INTEROBSERVER RELIABILITY SCORES

We examined the effects of several variations in response rate on the calculation of total, interval, exact‐agreement, and proportional reliability indices. Trained observers recorded computer‐generated data that appeared on a computer screen. In Study 1, target responses occurred at low, moderate, and high rates during separate sessions so that reliability results based on the four calculations could be compared across a range of values. Total reliability was uniformly high, interval reliability was spuriously high for high‐rate responding, proportional reliability was somewhat lower for high‐rate responding, and exact‐agreement reliability was the lowest of the measures, especially for high‐rate responding. In Study 2, we examined the separate effects of response rate per se, bursting, and end‐of‐interval responding. Response rate and bursting had little effect on reliability scores; however, the distribution of some responses at the end of intervals decreased interval reliability somewhat, proportional reliability noticeably, and exact‐agreement reliability markedly.     

The Influence of Individual Attitudes on Construction of an Attitude Scale

Summary

The importance of talkativeness or the relative frequency of contributing to task interaction was examined as a factor which determines person perception. Both the quality and frequency of comments made in a two-person interaction were controlled by using experimental confederates who performed prescribed roles. Quantity but not quality of task contributions was significantly related to the attribution of creativity, and influence over others.     

Do aggressive driving and negative emotional driving mediate the link between impulsiveness and risky driving among young Italian drivers?

ABSTRACT

The present study examined the contribution of impulsiveness and aggressive and negative emotional driving to the prediction of traffic violations and accidents taking into account potential mediation effects. Three hundred and four young drivers completed self-report measures assessing impulsiveness, aggressive and negative emotional driving, driving violations, and accidents. Structural equation modeling was used to assess the direct and indirect effects of impulsiveness on violations and accidents among young drivers through aggressive and negative emotional driving. Impulsiveness only indirectly influenced drivers’ violations on the road via both the behavioral and emotional states of the driver. On the contrary, impulsiveness was neither directly nor indirectly associated with traffic accidents. Therefore, impulsiveness modulates young drivers’ behavioral and emotional states while driving, which in turn influences risky driving.     

Concurrent-chains schedules as a method to study choice between alcohol-associated conditioned reinforcers

An extensive body of research using concurrent-chains schedules of reinforcement has shown that choice for one of two differentially valued food-associated stimuli is dependent upon the overall temporal context in which those stimuli are embedded. The present experiments examined whether the concurrent chains procedure was useful for the study of behavior maintained by alcohol and alcohol-associated stimuli. In Experiment 1, rats responded on concurrent-chains schedules with equal variable-interval (VI) 10-s schedules in the initial links. Across conditions, fixed-interval schedules in the terminal links were varied to yield 1∶1, 9∶1, and 1∶9 ratios of alcohol delivery. Initial-link response rates reflected changes in terminal-link schedules, with greater relative responding in the rich terminal link. In Experiment 2, terminal-link schedules remained constant with a 9∶1 ratio of alcohol delivery rates while the length of two equal duration initial-link schedules was varied. Preference for the rich terminal link was less extreme when initial links were longer (i.e., the initial-link effect), as has been previously reported with food reinforcers. This result suggests that the conditioned reinforcing value of an alcohol-associated stimulus depends on the temporal context in which it is embedded. The concurrent-chains procedure and quantitative models of concurrent chains performance may provide a useful framework within which to study how contextual variables modulate preference for drug-associated conditioned reinforcers.