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.     

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.     

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.     

Validity evidence for the situational judgment test paradigm in emotional intelligence measurement

To date, various measurement approaches have been proposed to assess emotional intelligence (EI). Recently, two new EI tests have been developed based on the situational judgment test (SJT) paradigm: the Situational Test of Emotional Understanding (STEU) and the Situational Test of Emotion Management (STEM). Initial attempts have been made to examine the construct‐related validity of these new tests; we extend these findings by placing the tests in a broad nomological network. To this end, 850 undergraduate students completed a personality inventory, a cognitive ability test, a self‐report EI test, a performance‐based EI measure, the STEU, and the STEM. The SJT‐based EI tests were not strongly correlated with personality and fluid cognitive ability. Regarding their relation with existing EI measures, the tests did not capture the same construct as self‐report EI measures, but corresponded rather to performance‐based EI measures. Overall, these results lend support for the SJT paradigm for measuring EI as an ability.     

Clinical issues in analyses over the telephone and the internet

There is professional consensus that teleanalysis, the practice of psychoanalysis conducted remotely using the telephone and the Internet, is increasing in response to more mobility in the population. But there is controversy as to whether the use of technology leads to a dilution of analysis or to adaptive innovation that is clinically effective and true to the tenets of psychoanalysis. The author reviews the psychoanalytic literature and shows the development of analytic thinking about this technology-assisted practice of psychoanalysis. She summarizes analysts' perceptions and experiences of the advantages and disadvantages, and considers the indications and contra-indications. She focuses on the clinical concerns that arise in terms of the frame, resistance, and the development of analytic process through the unconscious communication of internal objects, unconscious fantasy, transference and countertransference. She gives vignettes from the analysis of a man with trauma-related depression to address the concerns raised and to support her argument that analysis using the telephone and the Internet is a viable, clinically effective alternative to traditional analysis where necessary.     

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.     

The Personality Bases of Ideology: A One-Year Longitudinal Study

ABSTRACT

The cross-lagged effects of the Big-Five personality dimensions on Social Dominance Orientation (SDO) and Right-Wing Authoritarianism (RWA) were examined over 1 year (N = 112). Consistent with the Dual Process Cognitive-Motivational Model, SDO and RWA exhibited markedly different personality bases. Low Agreeableness and unexpectedly high Extraversion predicted change in the motivational goal for group-based dominance and superiority (SDO), whereas Openness to Experience predicted change in the motivational goal for social cohesion and collective security (RWA). Neuroticism and Conscientiousness did not predict change in SDO or RWA over time. These findings extend previous cross-sectional (correlational) research and indicate that key dimensions of personality (primarily Agreeableness and Openness to Experience) are an important temporal antecedent of the group-based motivational goals underlying individual differences in prejudice.     

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.