社会认同与内、外群体态度的关系：群际威胁和群体情绪的中介作用

为探究社会认同、群际威胁和群体情绪如何同时影响内、外群体态度,本研究以中日撞船事件为考察蓝本向天津市431名大学生被试进行调查研究,结果发现：国家认同在认同威胁对两种群体态度的总影响和通过群体愤怒的间接影响中都起到负向的调节作用;群际威胁和群体情绪在社会认同与内、外群体态度之间具有显著中介作用。结论：国家认同在对群体态度的影响中起基础性作用,不同群际威胁与不同群体情绪相对应进而影响群体态度。     

Does service failure influence customer loyalty?

There is a general consensus that customer loyalty to service providers is not solely dependent upon their level of satisfaction or dissatisfaction. However, the identified antecedents of loyalty remain, at best, highly speculative. The aim of this extensive literature review is to give some understanding of the nature of customer loyalty and the antecedent effects of service dissatisfaction. The research reviewed suggests that customer loyalty is an attitudinal state, reflecting value, trust and commitment within supplier–customer relationships. Satisfaction is one of several antecedents of loyalty. A key influence on loyalty is the offer of unique value‐delivering advantages not provided by competitors. Thus firms need to develop positive value‐based exit barriers to achieve loyalty. When service failures occur, the recovery process is likely to have a greater impact on loyalty than the original service failure. The key to successful recoveries was found to be the customer's perception of ‘fairness’. Recovery programmes must get it right first time. Customers who remain dissatisfied after a complaint has been handled are more dissatisfied than if no recovery attempt had been made. Dissatisfaction and customer satiation are major causes of a customer's exit. The solution to customer satiation is dynamic value creation. Collection and monitoring of customer data is needed for success and two‐way communication is vital. Copyright © 2002 Henry Stewart Publications.     

Enforcing Social Conformity: A Theory of Authoritarianism

Fifty years after the publication of The Authoritarian Personality, the empirical literature on authoritarianism continues to grow even though there is no widely accepted theory to account for the phenomenon. The absence of a secure theoretical grounding severely limits our understanding of authoritarianism. This paper offers a new conceptualization in which authoritarian predispositions originate in the conflict between the values of social conformity and personal autonomy. Prejudice and intolerance should be observed among those who value social conformity and perceive a threat to social cohesion. These hypotheses were tested with a sample of undergraduate students; the questionnaire included new measures of the dimension of social conformity–autonomy as well as items from Altemeyer's RWA (right–wing authoritarianism) scale.     

Stereotype threat and feedback seeking in the workplace

This study examined stereotype threat (Steele & Aronson, 1995) in workplace settings and investigated relationships of stereotype threat to feedback seeking and feedback acceptance. Results from a sample of 166 African American managers showed that solo status in the work group predicted perceptions of stereotype threat. In addition, stereotype threat related positively to indirect feedback seeking and discounting of performance feedback from superiors. These findings have important implications for understanding the causes of group differences in job performance.     

Solo status, stereotype threat, and performance expectancies: Their effects on women’s performance

Women working in male-dominated environments may find themselves to be the only woman present, and that negative stereotypes about women persist in the environment. This experiment tested women’s performance in solo status (SS: being the only woman present) and under stereotype threat (ST: when women are stereotyped as poor performers). White male and female participants (157) learned information, then tested on it in an opposite-gender (SS) or same-gender group (nonsolo). In addition, the information was described as being traditional math material (ST) or a type of math information impervious to gender stereotypes (no threat). Women performed more poorly in SS than nonsolos, and under ST than no threat. Experiencing both factors was more detrimental to women’s performance than experiencing one or the other. Men’s performance was the same across all conditions. Performance expectancies partially mediated the effect of SS, but not ST, on performance.     

Punishment under threat: The role of personality in costly punishment

It is often assumed that people engage in costly punishment of third parties for prosocial reasons. In this study, we examined to what extent people engage in costly punishment of third parties in response to a perceived punishment threat rather than due to prosocial reasons. Using a modified public goods game with a punishment stage, we show that personality plays an important role in determining which of these processes drive costly punishment. We found that Honesty-Humility, which is related to prosociality, facilitates costly punishment independent of expected punishment to oneself, while Emotionality, which is related to fearfulness, facilitates punishment that is mediated by expected punishment. Agreeableness, which is related to anger and displaced aggression, had no effect on costly punishment.     

Authoritarianism and Economic Threat: Implications for Political Behavior

This study examined whether authoritarians experiencing economic threat are more likely than other authoritarians to support social policy and political agendas that restrict benefits or curtail rights for disadvantaged groups. A sample of 131 college students completed questionnaires that measured authoritarianism, degree of economic and societal insecurity, and attitudes toward eight political issues. Economic and social insecurity were indexed to perceptions of whether one's standard of livingg had declined, whether incom inequality had grown among social classes, and whether crime, race relations, environmental quality, and governmental services had worsened. The political scales reflected issues currently debated in public forums; they included funding mechanisms for social security and health care, the state's role in regulating abortion, government services for illegal immigrants, terminating welfare for unemployed women with children, and regulation of sexual conduct. A logistic model found that, relative to non-threatened authoritarians or nonauthoritarians, threatened authoritarians were six times as likely to favor restricting benefits to powerless groups and eight times as likely to support the state's preventing women from securing anabortion. These results are discussed in terms of systemic changes in the economy that have resulted in declines in real income and increasing income inequality.     

‘They will not control us’: Ingroup positivity and belief in intergroup conspiracies

This research examined the role of different forms of positive regard for the ingroup in predicting beliefs in intergroup conspiracies. Collective narcissism reflects a belief in ingroup greatness contingent on others’ recognition. We hypothesized that collective narcissism should be especially likely to foster outgroup conspiracy beliefs. Non‐narcissistic ingroup positivity, on the other hand, should predict a weaker tendency to believe in conspiracy theories. In Study 1, the endorsement of conspiratorial explanations of outgroup actions was positively predicted by collective narcissism but negatively by non‐narcissistic ingroup positivity. Study 2 showed that the opposite effects of collective narcissism and non‐narcissistic ingroup positivity on conspiracy beliefs were mediated via differential perceptions of threat. Study 3 manipulated whether conspiracy theories implicated ingroup or outgroup members. Collective narcissism predicted belief in outgroup conspiracies but not in ingroup conspiracies, while non‐narcissistic ingroup positivity predicted lower conspiracy beliefs, regardless of them being ascribed to the ingroup or the outgroup.