Linguistic indirectness in parent–preschooler reminiscing about emotion‐related events: Links with emotion regulation and psychosocial adjustment

The concept of linguistic indirectness is well established within the field of pragmatics, in which it has been observed that speakers express ideas directly and indirectly. We integrated the analysis of linguistic directness and indirectness with the examination of two established measures of parental emotion socialization through reminiscing: elaboration and emotion explanations. We examined the unique associations of parents’ direct and indirect elaboration and emotion explanations with preschoolers’ emotion regulation and psychosocial adjustment. Participants were 55 parent–preschooler dyads (31 girls, 24 boys). The dyads reminisced about positive and negative events. Conversations were coded for parental elaboration, parental use of emotion explanations, and parental linguistic directness and indirectness. Children's emotion regulation was observed during standard tasks, and teachers reported on children's psychosocial adjustment. Multivariate regressions including direct elaboration and direct emotion explanations indicated that parents who engaged in more indirect elaboration when discussing positive events had children with worse emotion regulation. Parents who used indirect emotion explanations when discussing positive events had children with better psychosocial adjustment. Parents’ indirect speech during negative event discussions was not related to child outcomes. The results suggest differential functions for indirect elaboration and indirect emotion explanations in relation to children's social outcomes, and support the utility of examining linguistic indirectness.     

Emotion Socialization in the Context of Risk and Psychopathology: Maternal Emotion Coaching Predicts Better Treatment Outcomes for Emotionally Labile Children with Oppositional Defiant Disorder

We examined whether maternal emotion coaching at pretreatment predicted children's treatment response following a 12‐week program addressing children's oppositional defiant disorder (ODD) symptoms. A total of 89 mother–child dyads participated. At pretreatment, mothers and children engaged in an emotion talk task. Mothers also reported their beliefs about emotions at pretreatment and their child's disruptive behavior symptoms, emotion regulation, and emotion lability/negativity at pre‐, mid‐, and post‐treatment. Clinicians reported children's symptom severity at pre‐ and post‐treatment. Children's emotion lability/negativity moderated effects of maternal emotion coaching on children's post‐treatment ODD symptoms, with stronger benefits of emotion coaching for children high in emotion lability/negativity. Results suggest that emotion coaching may promote treatment response for children with ODD who are especially at risk due to their emotionality.     

Relations over Time among Children's Shyness,Emotionality, and Internalizing Problems

Data regarding children's shyness and emotionality were collected at three time points, two years apart (T1: N = 214, M = 6.12 years; T2: N = 185, M = 7.67 years; T3: N = 185, M = 9.70 years), and internalizing data were collected at T1 and T3. Relations among parent‐rated shyness, emotionality [parent‐ and teacher‐rated anger, sadness, and positive emotional intensity (EI)], and mother‐rated internalizing were examined in panel models. In some cases, shyness predicted emotionality two years later (teacher‐rated anger, parent‐rated sadness, and teacher‐rated positive EI) and emotionality sometimes predicted shyness two years later (teacher‐rated sadness, parent‐rated positive EI, and teacher‐rated positive EI). Parent‐rated shyness and/or emotionality (parent‐rated anger and parent‐rated sadness) predicted internalizing at T3. Results shed light on developmental relations between emotionality and shyness, as well as processes of risk for, or protection against, the development of internalizing problems.     

THE MARKET SHARE IMPACT OF SERVICE FAILURES

This paper develops a simple but powerful model that relates service satisfaction/dissatisfaction to market share. The model is based on an intuitive service satisfaction framework that relates three service system parameters (service success rate, complaint rate, and service recovery rate) to the percent of satisfied customers. A dynamic model is then posited that relates the defection rate and the addition rate to market share changes. The service satisfaction/market share model yields useful insights into how market share is influenced by these service system parameters. The surprisingly simple model predicts changes in market share due to changes in customer satisfaction.     

Modeling the Effects of a Service Guarantee on Perceived Service Quality Using Alternating Conditional Expectations (ACE)*

This paper addresses the dearth of empirical research on the relationship between service guarantee and perceived service quality (PSQ). In particular, we examine the moderating effects of a service guarantee on PSQ. While a recent study provided empirical evidence that service quality is affected by service guarantee and employee variables such as employee motivation/vision and learning through service failure, the nature and form of the relationships between these variables remain unclear. Knowledge of these relationships can assist service managers to allocate resources more judiciously, avoid pitfalls, and establish more realistic expectations. Data was obtained from employees and customers of a multinational hotel chain that has implemented a service guarantee program in 89 of its hotels in America and Canada. As the employee variables could affect performance in a non‐linear fashion, we relaxed the assumption of model linearity by using the Alternating Conditional Expectations (ACE) algorithm to arrive at a better‐fitting, non‐linear regression model for PSQ. Our findings indicate the existence of significant non‐linear relationships between PSQ and its determinant variables. The ACE model also revealed that service guarantee interacts with the employee variables to affect PSQ in a non‐linear fashion. The non‐linear relationships present new insights into the management of service guarantees and PSQ. Explanations and managerial implications of our results are presented and discussed.