Search results

Capital project delivery, such as the delivery of transportation networks and industrial facilities, often suffers losses due to overly aggressive planning. Planners often are overly optimistic about the chance of success while underestimating risks. The purpose of this paper is to examine the hypothesis that these biases are from the difficulties most decision makers face when interpreting probabilistic information.

Three behavioral experiments were conducted to test the theoretical fitness of the paradigms proposed by the description–experience gap literature, namely, the sampling errors effect, the recency effect and statistical information format. College students were recruited to participate in a series of estimating tasks. And their estimating results were compared given different levels of information completeness.

It was found that the existing paradigms could predict risk decision making in the risk-averse estimating scenarios where test subjects were required to give a relatively conservative estimate, but they seemed to be less effective in predicting decisions in the risk-seeking estimating scenario, where test subjects were asked to give a relatively aggressive estimate.

Based on these findings, an integrative model is proposed to explain the observations pertaining to aggressive planning in capital projects. Two dimensions are deemed to be relevant: including risk-taking intentions, and an information uncertainty continuum that ranges from an implicit experience-based information representation to an explicit description-based information representation.

Offline reinforcement learning (RL) acquires effective policies by using prior collected large-scale data, while, in some scenarios, collecting data may be hard because it is time-consuming, expensive and dangerous, i.e. health care, autonomous driving, seeking a more efficient offline RL method. The purpose of the study is to introduce an algorithm, which attempts to sample the high-value transitions in the prioritized buffer, and uniformly sample from the normal experience buffer, improving sample efficiency of offline reinforcement learning, as well as alleviating the “extrapolation error” commonly arising in offline RL.

The authors propose a new structure of experience replay architecture, which consists of double experience replies, a prioritized experience replay and a normal experience replay, supplying samples for policy updates in different training phases. At the first training stage, the authors sample from prioritized experience replay according to the calculated priority of each transitions. At the second training stage, the authors sample from the normal experience replay uniformly. The combination of the two experience replies is initialized by the same offline data set.

The proposed method eliminates out-of-distribution problem in an offline RL regime, and promotes training by leveraging a new efficient experience replay. The authors evaluate their method on D4RL benchmark, and the results reveal that the algorithm can achieve superior performance over the state-of-the-art offline RL algorithm. The ablation study proves that the authors’ experience replay architecture plays an important role in terms of improving final performance, data-efficiency and training stability.

Because of the extra addition of prioritized experience replay, the proposed method increases the computational burden and has the risk of changing data distribution due to the combined sample strategy. Therefore, researchers are encouraged to use the experience replay block effectively and efficiently further.

Offline RL is susceptible to the quality and coverage of pre-collected data, which may be not easy to be collected from specific environment, demanding practitioners to handcraft behavior policy to interact with environment for gathering data.

The proposed approach focuses on the experience replay architecture for offline RL, and empirically demonstrates the superiority of the algorithm on data efficiency and final performance over conservative Q-learning across diverse D4RL tasks. In particular, the authors compare different variants of their experience replay block, and the experiments show that the stages, when to sample from the priority buffer, play an important role in the algorithm. The algorithm is easy to implement and can be combined with any Q-value approximation-based offline RL methods by minor adjustment.

The purpose of this paper is to report on a pilot study of the emotional states associated with educational leadership students’ attempts at problem solving “on the fly” in their schools and organizations.

Experience sampling methodology (ESM) was used to study 375 “problem-perceiving moments” in leadership students using iPod touches, followed by individual cognitive interviews (CIs).

Students reported higher levels of intrinsic motivation and cognitive engagement when solving new vs old problems. Students experienced both more positive and more negative emotions when attempting to problem solve than when reporting that they were not solving problems, yet lower levels of self-efficacy coupled with insufficient time to reflect on their leadership goals while at work. Consistent with previous research, students reported engaging in metacognitive and reflective activities more frequently while with supervisors and colleagues. In the CIs, students’ narrative descriptions generally supported the quantitative analysis. For example, students described “putting out fires,” and discussed multi-tasking as a deterrent to problem solving. They also talked about balancing the emotional “highs and lows” throughout their day as well as the role of social affirmation in the problem solving process.

While the limitations of this small pilot study include a small sample using self-report data, the implications for educational leadership faculty are to explicitly integrate psychological research into leadership courses to expand students’ knowledge of creative problem solving and focus on building their self-efficacy.

Even though students might not perceive they are good at problem solving, faculty can help them learn how to regulate their emotions and create teamwork conditions for constructively vetting problems. In turn, this kind of instruction and research can enhance leadership students’ persistence as problem solvers, which may help prevent leadership burnout and turnover.

The purpose of this paper is to explore the role of emotions that consumers experience following service failures and to assess the effects of each of these emotions on important behavioral outcomes.

This paper extends the work of Wetzer et al. (2007) and draws upon the existing literature to test a series of research hypotheses tying emotions to four important behavioral outcomes primarily using stepwise regression.

When a service failure occurs, customers experience any of a variety of negative emotions. The effect on behavioral outcomes depends on the specific emotion experienced by the consumer. The current research, which benefits by using retrospective experience sampling, finds that frustration is the predominant emotion experienced by customers following service failure, but that anger, regret and frustration affect behavioral outcomes. Uncertainty also plays a role.

Future research should investigate the antecedents of propensity for emotions and predisposition toward industries, as well as the consequences of word-of-mouth (WOM) praise and WOM activity. Additionally, emotions could be examined by service stage. Several other moderators could be investigated, including severity, complaining behavior, repeat occurrence, service importance, remedies and forgiveness, product vs process failures, tenure, gender and age.

The current research emphasizes the importance of understanding which emotion is being experienced by a customer following service failure to identify the behavioral outcomes that will be most impacted. The specific managerial implications depend upon the specific emotional response experienced by the customer and are discussed separately for anger, regret and frustration. Service personnel must be trained to recognize and address specific customer emotions rather than to provide a canned or generalized response.

To date, there has been little, if any, systematic research into the effects of multiple discrete negative emotions on multiple desirable behavioral outcomes. The current study examines six discrete emotions. Predominant emotions are differentiated from emotional intensity. The behavioral outcomes of reconciliation and reduced share-of-wallet are added to the traditional outcomes of repatronage intentions and negative WOM. While existing research tends to rely on a scenario approach, this study uses the retrospective experience sampling method. The authors distinguish between mixed emotions and multiple emotions. The relative effects of disappointment and regret are examined for each of the four outcomes. Finally, importance-performance map analysis was applied to the findings to prioritize managerial attention. Numerous managerial and research implications are identified.

This paper aims to develop an integrative framework based on a convergence of embodiment, ecological and phenomenological theoretical perspectives to explain the multiple processes involved in the consumers’ mining, processing and application of brand-related sensory data through a sensory brand experience (SBE).

This research adopts a qualitative method by using face-to-face in-depth interviews (retail managers and customers) and focus group interviews (actual customers) with 34 respondents to investigate SBEs in the context of Chinese shopping malls.

Results show that the brand data mined through multisensory cues (visual, auditory, olfactory, tactile and taste) in a brand setting are processed internally as SBEs (involving sensory impressions, fun, interesting, extraordinary, comforting, caring, innovative, pleasant, appealing and convenient), which influence key variables in customer–brand relationships including customer satisfaction, brand attachment and customer lovemarks.

This study has implications for current theory on experiential marketing, branding, consumer–brand relationships, consumer psychology and customer experience management.

The purpose of this paper is to investigate how and why other‐customer misbehavior has a negative influence on customer satisfaction with the service firm.

Data for this study were gathered by retrospective experience sampling.

There are several important findings that can be obtained from the results. First, people consider another customer's failure to be the firm's responsibility when they perceive that the failure is under the firm's volitional control (i.e. controllability attribution). This controllability attribution leads to customer expectations of compensation for recovery from dissatisfaction. Second, stability attributions about other‐customer failures were not found to be significantly related to the firm's responsibility. Third, the severity of the other‐customer failure experience bears no relation to the customer's service recovery expectation, but it is negatively related to satisfaction. Finally, the customer's evaluation of service is not only affected by the other‐customer misbehavior, but also by how employees react to situations when other customers are unruly or potentially disruptive.

Providing employees with the appropriate coping and problem‐solving skills for working with problem customers is a key issue for service providers. More importantly, employees should be trained to help the affected customers, to alleviate any bad feelings caused by the other‐customer's misbehavior.

The paper suggests that employees in a service‐providing firm may need to act as “police officers” to ensure that all their customers behave appropriately.

Globally, guesthouses provide an important source of accommodation to visitors and tourists. Surprisingly, research into this sector is rather sparse. The purpose of this paper is to examine the dimensions of experience value, determine guests’ perceptions of experience value, analyse the influences of various profile variables on experience value, and investigate the relationship between experience value, satisfaction, and customer behavioural intentions regarding guesthouses in Ghana.

A quantitative research design was followed. A total of 541 useable questionnaires were received from 650 guests conveniently selected from 51 guesthouses in Ghana. The guesthouses were selected by means of stratified random sampling.

The results of the study reveal that atmospherics, enjoyment, entertainment, escape, efficiency, excellence and economic value measure guests’ perceptions of experience value. Atmospherics and economic value attracted the highest positive rating while escape had the most negative rating. In addition, the study showed that there is a strong positive relationship between experience value, satisfaction and behavioural intention.

The first limitation relates to the sample. Only the major city from each of four regions was selected for the study. These regions include Accra, Koforidua, Cape Coast and Kumasi. Future research should investigate perceived value provided by guesthouses in the remaining six regions of the country in the quest to generalise the findings. Lastly, the study derived the experience value dimensions from the literature and verified these. While this is not regarded as a limitation, future research could investigate further dimensions of experience value such as novelty, nostalgia and social interaction.

Guesthouse managers could use the outcome of this study as a form of differentiation. Second, managers should take note of the positive relationships between experience value, satisfaction and respondents’ intentions to return to the guesthouse and tell others about their experiences (behavioural intentions). This can strengthen the organisation’s competitive position within the accommodation industry. Finally, the research resulted in a fairly simple instrument guesthouse managers can use to assess their guests’ perceptions of value provided by the guesthouse. It is recommended that guesthouse managers measure guests’ perceptions of value on a regular basis.

Theoretical implications and recommendations following the empirical findings and recommendations are provided. First, defining the concept of value is complex. While the underlying foundation of value as benefits relative to sacrifices (Zeithaml, 1988) remains relevant, affective forms of value should also be considered. This suggests that organisations that focus only on providing benefits may be at a competitive disadvantage. Second, experience value is multidimensional. Seven dimensions, namely atmospherics, enjoyment, entertainment, escape, efficiency, excellence and economic value were shown to contribute to the guesthouse experience. These included emotional factors in addition to the conventional functional factors.

In the USA, sex offender policy research has focussed on demographic characteristics of registrants, recidivism rates of registrants, accuracy and completeness of listed information, and the collateral consequences experienced by registrants. This growing body of research demonstrates the need to explore offender perceptions of sex offender registration and notification (SORN) laws. The purpose of this paper is to assess whether registration related variables influenced sex offenders’ opinions about the registry, compliance with the registry, self-worth, and deterrence perceptions.

This paper utilized a sample of 286 male registered sex offenders (RSO) in Pennsylvania, Texas, and Wisconsin. Four multivariate regression models were run to examine registration related variables impact on sex offender opinions of the registry, registry compliance, feelings of self-worth, and perceptions of deterrence.

The multivariate regression results suggest registration related variables have a significant impact on RSO opinion of the registry, compliance with the registry, and opinions of self. Specifically, the number of collateral consequences that one experienced, police contacts that RSOs had, and being recognized as a sex offender were significantly related to the dependent variables in the regression models.

This study adds to the body of research that indicates sex offenders experience a myriad of consequences that are outside the scope of the registered sex offender laws. Policy implications and societal consequences of these findings are discussed, as well as a future research agenda.

Agency work represents a unique form of employment that has received increased attention in recent years. Supporters of the agency employment industry have cited increased accessibility and flexibility at an individual and organisational level, yet critics have highlighted disparities in treatment and the limited protection afforded by the contract. Previous psychological studies into the working experiences of these employees have forwarded a series of findings that have frequently conflicted, so this paper begins by exploring research into the areas of motive, job satisfaction, job security, and organisational support. The purpose of this paper is to better understand how this form of employment can psychologically affect agency workers by focusing upon these key areas.

The study's research design incorporated 25 semi-structured interviews with agency workers, recruitment consultants, and representatives from third-party employers. These interviews were then supplemented by longitudinal data from follow-up interviews conducted with agency workers from the initial sample. During the study, the researcher undertook a number of agency working assignments, and ethnographic analysis of diary extracts represented a third source of data.

Results highlighted the importance of motive, as it was found to influence how agency workers viewed their employment. The lack of obligation in temporary contracts was perceived to lead to isolation from permanent colleagues, increase vulnerability, and reduce job security and organisational commitment.

Findings strongly supported the claim that the pre-assignment motives of individuals had a significant impact upon their resulting experiences. Agency workers employed in longer-term assignments reported greater integration into the organisation, resulting in increased commitment towards the third-party employer, and improved relationships with permanent staff.

The current research incorporated multiple perspectives to create an increased understanding of the agency employment industry and its impact upon individuals.

The purpose of this paper is to investigate cognitive and affective customer service in Thailand's maltichannel retail environment. The research used the stimulus–organism–response model of consumer behaviour. The study's theoretical framework incorporated the multichannel service quality framework (Sousa and Voss, 2006) and a decomposed measure of customer experience, including cognitive and affective customer experience (Gao et al., 2021). Outcomes investigated included repurchase intention and word-of-mouth intention.

A quantitative survey of Thai consumers (aged 18 and over) who had purchased from multichannel retailers at least one time in the past year (n = 502) was conducted. Data were collected online and analysed using a structural equation modelling approach.

Significant factors in cognitive customer experience and affective customer experience included breadth of channel choice, transparency of channel, content consistency and process consistency. Effects differed in strength on these effects. Cognitive customer experience and affective customer experience influenced repurchase intention and word-of-mouth intention, with a stronger effect from affective customer experience.

This research presents an integrative model for customer experience in multichannel marketing, incorporating a well-established model of multichannel service quality and a decomposed measure of customer experience. It also illustrates the difference between cognitive customer experience and affective customer experience, which have different effect sizes from antecedents and different effects on outcome variables. This finding is a significant theoretical advancement.