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.     

Understanding alexithymia within a psychoanalytical framework

The object of this paper is to provide a metapsychological definition of alexithymia as described in 1967 in terms of operational thinking and negative hallucination. This is a familiar and established concept in the fields of psychopathology, psychology, and of clinical and psychosomatic medicine. From a psychoanalytic and psychosomatic point of view, the term is conceptually close to P. Marty's “operative thinking”, as described in 1963, even though we know they do not belong to the same epistemological field: on one hand Neuroscience, Psychiatry and the objectalization of the symptom at different levels, and on the other, as regards mechanical functioning, a psychoanalytic clinical approach within the dynamics of the relationship between transference and counter‐transference. The present authors consider that Freudian metapsychology, as now complexified by Andrè Green, allows for a metapsychological approach to alexithymia insofar as it relates to Marty's operative thinking. Thus does Green’s conceptualization of the mother’s negative hallucination, of negative introjection, of a psychically ‘dead (and insecure) mother’, now provide us with the opportunity to describe, in metapsychological terms, the genesis of this particular mode of psychical functioning. Given the mother’s negative hallucination produces a host structure as a background to negativity that will fit future object representations, we will assume that in the case of … future operational or alexithymic …?, this negative hallucination will pathologically and defensively involve the endo‐psychic perception of affect.     

Locus of Control and Cooperative Behavior in 10-Year-Old Children

Abstract

A game-like task was used to evaluate the cooperative behavior of 10-year-old same-sex dyads that were paired homogeneously or heterogeneously on a premeasure of locus of control. Pairs of girls were relatively more cooperative than were boys, and dyads of internal locus of control boys who displayed relatively little cooperation on initial trials became more cooperative as the game progressed. In addition, male dyads heterogeneous in terms of locus of control (an internal and an external), who also displayed little cooperation initially, became even less cooperative over trials.     

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.     

The relationship of positive and negative expressiveness to the processing of emotion information

The tendency to express emotions non-verbally is positively related to perception of emotions in oneself. This study examined its relationship to perception of emotions in others. In 40 healthy adults, EEG theta synchronization was used to indicate emotion processing following presentation of happy, angry, and neutral faces. Both positive and negative expressiveness were associated with higher emotional sensitivity, as shown by cortical responses to facial expressions during the early, unconscious processing stage. At the late, conscious processing stage, positive expressiveness was associated with higher sensitivity to happy faces but lower sensitivity to angry faces. Thus, positive expressiveness predisposes people to allocate fewer attentional resources for conscious perception of angry faces. In contrast, negative expressiveness was consistently associated with higher sensitivity. The effects of positive expressiveness occurred in cortical areas that deal with emotions, but the effects of negative expressiveness occurred in areas engaged in self-referential processes in the context of social relationships.     

Facilitating and inhibiting effects of priming and selection criteria in a sequence of dichotic listening trials

Competing models of attention make different predictions of how priming from recent stimulus processing could interact with intended selection. The present experiment examined the interaction between exogenous attention and endogenous priming across trial sequences. A sound cue directed attention to left, right or both sides before a dichotic syllable pair was presented. Participants were asked to report one syllable from each trial. Results showed that responses were slower on trials where one of the presented syllables had also been presented on the previous trial. Within these trials, the repeated syllable was selected less frequently, and the responses doing so were slower. Examined according to response choice on the preceding trial, syllables that had been ignored on the preceding trial tended to be ignored on the current trial (negative priming), while syllables that had been selected on the preceding trial tended to be selected on the current trial (positive priming). Responses that followed these selection biases were faster than responses that did not. Response selection was also influenced by the attention direction cue for the current trial, but not by the cue presented on the preceding trial. The results support an attentional model where traces from the preceding processing are retained, and current selection is biased to minimize cognitive conflict between recent and current processing. Negative priming appears to be due to after-effects of preceding processing, independently of the intentions behind that processing. The study accounts for positive and negative priming of dichotic listening sequences within an established, computationally viable biased competition framework.     

Effects of speed of word processing on semantic access: the case of bilingualism

Bilingual speakers generally manifest slower word recognition than monolinguals. We investigated the consequences of the word processing speed on semantic access in bilinguals. The paradigm involved a stream of English words and pseudowords presented in succession at a constant rate. English-Welsh bilinguals and English monolinguals were asked to count the number of letters in pseudowords and actively disregard words. They were not explicitly told that pairs of words in immediate succession were embedded and could either be semantically related or not. We expected that slower word processing in bilinguals would result in semantic access indexed by semantic priming. As expected, bilinguals showed significant semantic priming, indexed by an N400 modulation, whilst monolinguals did not. Moreover, bilinguals were slower in performing the task. The results suggest that bilinguals cannot discriminate between pseudowords and words without accessing semantic information whereas monolinguals can dismiss English words on the basis of subsemantic information.     

Feeling and Thinking of Others: Affective and Cognitive Empathy and Emotion Comprehension in Prosocial/Hostile Preschoolers

This study aims at investigating the affective and cognitive components of empathy in relation to both emotion comprehension and prosocial/hostile behaviors in preschoolers. A total of 219 children (54% boys; aged between 3 and 6: mean age 4.10) and 20 teachers (two for each class: group A and group B) took part in this research. Pupils’ empathy and hostile/prosocial roles were assessed by teacher reports [Belacchi and Farina, 2010] and children's emotion comprehension by a nonverbal test [Test of Emotion Comprehension: Pons and Harris, 2000; adapted by Albanese and Molina; 2008]. As expected, the results showed a significant influence of gender, with girls being more empathic than boys, according to all of the teachers’ perception. Contrary to our expectations, no systematic age influence emerged. Regarding the relations of children's emotion comprehension with both empathy measures and their prosocial/hostile attitudes, we have found: (1) a low significant relation with the total empathy measure, according to all the teachers, but with the cognitive empathy only according to teachers B; (2) a robust negative relationship of both affective and cognitive empathy with Hostile roles and with Outsider role, contrary to a positive correlation of only affective empathy with Prosocial roles. No relationships emerged between empathy measures and Victim role.