Complaints as starting point for vicious cycles in customer-employee-interactions

A ring-model of vicious cycles in customer employee-interaction is proposed: service employees perceive complaints as a threat to their self-esteem resulting in defense responses such as an increased need for cognitive closure, a devaluation of the customer and their information and degrading service behavior. Confronted with such degrading service behavior, customers react defensively as well, by devaluing the employee for example with regard to his/her competence and by reducing repurchase and positive word-of-mouth (WOM). Three studies investigated each link in this ringmodel. In study 1, participants were confronted with an aggressive or neutral customer complaint. Results show that motivated closed-mindedness (one aspect of the need for cognitive closure) increases after an aggressive complaint leading to a devaluation of the customer and their information, and in turn to a degrading service reaction. In study 2, participants were confronted with a degrading or favorable service reaction. Results show that they devaluate the employees' competence after receiving a degrading service reaction and thus reduce their intention to repurchase. In study 3, we finally examined our predictions investigating real customer employee-interactions: we analyzed data from an evaluation study in which mystery callers tested the service hotline of an airline. Results show that the employees' competence is devaluated after degrading behavior and thus reduces positive WOM

The Path or the Goal? Decision vs. Information Focus in Biased Information Seeking after Preliminary Decisions

Research on the phenomenon of selective exposure to information demonstrates that after preliminary or final decisions, people show a preference for supporting rather than conflicting information (confirmation bias). In this article, we examine conditions that increase or decrease distortions in the search for information. We report on four experiments indicating that the confirmation bias is influenced by whether people focus on their decision or on the presented pieces of information during the information search. Focusing on the decision, for example, because a reward for a correct decision is promised or simply because participants repeatedly think of it, increases the confirmation bias. On the other hand, if participants focus on the available pieces of information because they have to invest money in order to search for information or because they have to evaluate the individual pieces of information, the confirmation bias decreases. Implications for theoretical understanding and interventions for decision-making situations are discussed

Culture, self and the emergence of reactance: is there a “universal” freedom?

In this article we suggest that independent vs. interdependent aspects of the self yield different manifestations of psychological reactance and that this is especially relevant in a cross-cultural context. In Studies 1, 2 and 4 we showed that people from collectivistic cultural backgrounds (individuals holding more interdependent attitudes and values) were less sensitive to a threat to their individual freedom than people from individualistic cultural backgrounds (individuals holding more independent attitudes and values), but more sensitive if their collective freedom was threatened. In Study 3 we activated independent vs. interdependent attitudes and values utilizing a cognitive priming method and yielded similar results as the other studies hinting at the important causal role of self-related aspects in understanding reactance in a cross-cultural context

Faulstich-Wieland, Hannelore: Einführung in Genderstudien. Stuttgart: UTB, 2006. [Rezension]

Rezension von: Faulstich-Wieland, Hannelore: Einführung in Genderstudien. Stuttgart: UTB, 2006, 233 S

An Inner Barrier to Career Development: Preconditions of the Impostor Phenomenon and Consequences for Career Development

The impostor phenomenon is increasingly recognized as an important psychological construct for career development, yet empirical research on how it functions in this domain is sparse. We investigated in what way impostor feelings are related to the fear of failure, fear of success, self-esteem, and the career-development aspects career planning, career striving, and the motivation to lead. We conducted two studies with independent samples of university students (N = 212) in a laboratory study and working professionals (N = 110) in an online study. In both samples, impostor feelings were fostered by fear of failure, fear of success, and self-esteem and they decreased career planning, career striving, and motivation to lead. A path analysis showed that impostor feelings had the most negative effects on career planning and career striving in students and on the motivation to lead in working professionals. The results suggest that the impostor phenomenon is relevant to career development in different ways at different career stages. Practical implications and interventions to reduce the negative effects of impostor feelings on career development are discussed

Frontiers in Psychology / An inner barrier to career development : preconditions of the impostor phenomenon and consequences for career development

The impostor phenomenon (IP) is increasingly recognized as an important psychological construct for career development, yet empirical research on how it functions in this domain is sparse. We investigated in what way impostor feelings are related to the fear of failure, fear of success, self-esteem, and the career-development aspects career planning, career striving, and the motivation to lead. We conducted two studies with independent samples of university students (N = 212) in a laboratory study and working professionals (N = 110) in an online study. In both samples, impostor feelings were fostered by fear of failure, fear of success, and low self-esteem and they decreased career planning, career striving, and the motivation to lead. A path analysis showed that impostor feelings had the most negative effects on career planning and career striving in students and on the motivation to lead in working professionals. The results suggest that the IP is relevant to career development in different ways at different career stages. Practical implications and interventions to reduce the negative effects of impostor feelings on career development are discussed.Mirjam Neureiter, Eva Traut-Mattausc

Social Cognitive and Affective Neuroscience / Functions of the right DLPFC and right TPJ in proposers and responders in the ultimatum game

Recent studies explored a network of brain regions involved in economic decision making. The present study focuses on two of those regions, each relevant for specific and distinct functions in economic decision making: the right temporoparietal junction (rTPJ) and the right dorsolateral prefrontal cortex (rDLPFC). In two experiments using transcranial direct current stimulation, we explored two proposed functions of these areas in bargaining situations using the ultimatum game (UG): understanding the others perspective and integration of fairness norms. Participants first took the role of the proposer and then the role of the responder. We showed that stimulation of the rTPJ only affected the proposer condition. Interestingly, inhibition of the rTPJ led to fairer offers, which strengthens the view that the role of the rTPJ in bargaining situations is to differentiate ones own from the others perspective. Furthermore, we argue that the rDLPFC is most likely involved in suppressing self-interest when a person is confronted with a direct reward but does not play a role in long-term reward anticipation or integrating social fairness norms. We conclude that self-interest inhibition is shown only in responders, and that perspective taking seems to be a necessary specifically for proposers in the UG.(VLID)348435

Frontiers in Psychology / Complaints as starting point for vicious cycles in customer-employee-interactions

A ring-model of vicious cycles in customeremployee-interaction is proposed: service employees perceive complaints as a threat to their self-esteem resulting in defense responses such as an increased need for cognitive closure, a devaluation of the customer and their information and degrading service behavior. Confronted with such degrading service behavior, customers react defensively as well, by devaluing the employee for example with regard to his/her competence and by reducing repurchase and positive word-of-mouth(WOM). Three studies investigated each link in this ring-model. In study 1, participants were confronted with an aggressive or neutral customer complaint. Results show that motivated closed-mindedness (one aspect of the need for cognitive closure) increases after an aggressive complaint leading to a devaluation of the customer and their information, and in turn to a degrading service reaction. In study 2, participants were confronted with a degrading or favorable service reaction. Results show that they devaluate the employees competence after receiving a degrading service reaction and thus reduce their intention to repurchase. In study 3, we nally examined our predictions investigating real customeremployee-interactions: we analyzed data from an evaluation study in which mystery callers tested the service hotline of an airline. Results show that the employees competence is devaluated afterdegrading behavior and thus reduces positive WOM.Eva Traut-Mattausch, Sara Wagner, Olga Pollatos and Eva Jona

The Di-Eu-Stress State Scale (DESS Scale)

The Di-Eu-Stress State Scale (DESS Scale) - Development and Validation of a Scale Measuring State Distress and Eustress - Data and Syntax Depository and Online Supplemental Material