Babyface effects: A double‐edged sword in healthcare service evaluations

We examine how a doctor's baby‐like facial appearance affects people's perceptions and judgments before and after a medical fraud occurs. A 2 (face type: babyfaced vs maturefaced) × 2 (doctor's gender: male vs female) × 2 (doctor's specialty: internal medicine vs surgery) between‐subjects experiment was conducted. The results indicate that a babyfaced doctor fares better than a maturefaced doctor in terms of patients' expectations, satisfaction and intended loyalty. However, having baby‐like facial features may work against a doctor who is involved in a medical fraud. The severity of a medical fraud is perceived to be greater when it involves either a babyfaced female doctor of internal medicine or a babyfaced male surgeon. After the medical fraud, this altered perception of the fraud's severity leads to reduced patient loyalty. Service evaluations based on the doctor‐patient relationship show that the doctor's baby face is a double‐edged sword.     

How satisfying is the Scale for Travel Satisfaction?

The Satisfaction with Travel Scale (STS) has recently been developed to measure people’s satisfaction with travel. It supposedly consists of two affective and one cognitive dimension. As there have only been a few tests of its reliability and structure to date, this paper reports new tests using data on leisure trips from Ghent (Belgium). Differences in the reliability and structure of the STS by transport mode – car, public transport, bicycling and walking – are also considered. Overall, the results suggest that the specification of a single underlying dimension for affect rather than two offers a superior fit to the Ghent data, both for all modes combined and for car use and cycling separately. For public transport and walking a three-dimensional structure is more appropriate although individuals items do not load on the two affective dimensions as expected. Differences between previous studies and ours are partly caused by differences in how two of the scale’s items – alert/tired and confident/worried – are correlated with the other items. Future studies using the STS may want to adapt the structure of STS by omitting some items or replacing them with alternatives as this may reduce respondent burden and increase internal consistency of the STS.     

Will commute drivers switch to park-and-ride under the influence of multimodal traveler information? A stated preference investigation

The knowledge about en-trip mode switching behavior with presence of multimodal traveler information is very limited so far. This study investigated the impacts on commute drivers’ en-trip mode switch decisions of smartphone multimodal traveler information systems (SMTIS) which integrate dynamic information of auto-drive and subway park-and-ride (P&R). This is based on data collected from a stated preference survey in Shanghai, China. A panel mixed probit model which accounts for potential correlations of observations among a same driver and heterogeneity in preferences for travel time savings and comfort level of subway car was developed. The panel model has a much better goodness of fit than a model without consideration of panel effect and heterogeneity. The results show that SMTIS have significant impacts on commuter drivers’ decision about switching from auto drive to P&R; the impacts depend on personal attributes including gender, age, education level, income, and P&R use experience; the sensitivity to time savings in the case non-incident induced delays, and the sensitivity to comfort level of subway, both vary significantly among the driver sample.     

Level of service of pedestrian facilities: Modelling human comfort perception in the evaluation of pedestrian behaviour patterns

The paper presents a new methodology for evaluating the quality of operation of pedestrian facilities: the methodology is based on the individual level of comfort perceived by each pedestrian that moves in the area.At each time instant, each pedestrian perceives a comfort level which is a function of the space they feel currently available and of his required space. The required space depends on the subject’s walking direction as well as on physical and psychological factors. The available space depends on the current positions of pedestrians. The proposed methodology quantifies the current discomfort due to pedestrian interactions as a continuous function of the interpersonal distances.The proposed methodology has been applied to empirical data. The experimental data are presented, discussed and compared with widely accepted level of service assessment methods.     

The Transition Experiences of British Military Veterans

The aim of the current research was to investigate the transition experiences of British military veterans upon exiting the military and rejoining civilian society, asking the specific research question: What effect does the transition from military to civilian life have on the individual's identity? Interpretative Phenomenological Analysis was employed and seven semistructured interviews were carried out with ex‐military personnel. Analysis of the data revealed three superordinate themes: (1) Several Selves: Identity; (2) Soldier and Society: Separation, and (3) Transition Time: Personal Perspective. Current findings suggest that transition from the military back to civilian life is often problematic, with identity complications, feelings of loss, and disconnection both from the military and from society in general. Individuals with a more salient military identity had more difficult transition experiences. Findings are discussed with reference to theories of identity formation, maintenance, and salience and recommendations for future research are made.     

寻找自我:基于认知神经的观点

默认网络相关研究表明,生物进化的社会适应性建构了自我的认知神经基础,与James的自我结构相对应:主我位于后部扣带回,精神自我位于内侧前额叶,身体自我位于顶下小叶和脑岛; 并且与内侧前额叶、顶下小叶和后部扣带回之间的信息传递相关。个体在基线水平的大脑活动表明,自我是通过后部扣带回接收并调节全脑(包括表征客我的脑区)信息流,随时准备将外界满足需要有利于个体生存的资源纳入其中的神经系统。对于探讨“认识自我”这个古老的哲学问题与现代认知神经科学之间的关系有重要意义。     

INCREASING CUSTOMER SERVICE BEHAVIORS USING MANAGER‐DELIVERED TASK CLARIFICATION AND SOCIAL PRAISE

This project assessed an intervention to improve employee customer service behaviors (correct greetings and closing behaviors). A combination of task clarification and manager‐delivered social praise resulted in increased correct greeting from 11.5% to 66% and correct closing from 8% to 70%. The effect was maintained at a 48‐week follow‐up for employees who were present during the initial study period, but not for more recently hired employees. The results suggest that task clarification combined with manager‐delivered social praise is an effective way to improve employee customer service behaviors.